a joint venture of DST Systems and State Street

Virtualising 2000+ servers & User Virtualisation: the journey and challenges

Andrew Stanton Global Head of Service Architecture – IFDS 2012

IFDS are the leading UK TPA provider

68 clients + 5 under letter of intent

£380+ billion FUM

716 funds with 1,510 sub-funds

Approximately 65% UK market share

3,600+ employees across 13 countries of which 550 are in software development, IT production and support

Diversifying into TPA for Pensions and Wealth Management

* As at 30 June 2007

Service capabilities

Distribution

IFA

Regulated sales force

Tied Agent

Bank / branch

Institutional

Direct

Strategic Alliances

Stockbrokers

Supermarkets

Channel Access

Paper

Telephone

Fax

Internet

Message / Hub

IVR

Products

Unit Trusts, OEIC, SICAV

Investment Trusts

Equities

PEP all products

ISA all products

Savings all products

Fund Supermarkets / 3rd Party

Fund Distribution

Charities / CIFS

Cash / Deposit Accounts

DC Pensions

Structured Products

Service models for management company

investor record keeping

Full service

Remote service (systems only)

Shared service – any option between full and bureau by

– Channel

– Product

– Process

– Function

Models can be changed dynamically

– Cope with volume spikes

– Avoid need to take on long-term property or staff commitments

– Handle special exercises

– Change of business priorities

– Speedy start up at IFDS

IFDS UK client base - Examples

Example Service Model

USA

US OPERATIONS

Postal/Fax dealing

Written Enquiries

Settlement

Reconciliation

Distributions

Isle of Man Operations

All off-shore processing for IoM

Isle of Man

UK Operations

Telephone servicing and

processing

UK, London

Fund Accounting

Private client system

supplier

UK, London

Remote Transfer Agency system

delivery

Document Management Department

Data Centre

IFDS UK, Basildon

Shared Service Model

Remote Service Model

Daily data feed external support

IFDS Data links

Operations

Written processing

India

a joint venture of DST Systems and State Street

Challenges

Infrastructure Challenges – the highlights !

•400 + new servers per year

•Heat light Power – “Green” awareness

•Support Overhead

•Growing diverse user community

•24*7 delivery both prod and test

•Work Life Balance

•Distributed processing

•Monitoring overhead

•Capacity Planning

•Unstructured growth

a joint venture of DST Systems and State Street

Solutions

Virtualise the Servers

•Reduces footprint

•Easier & quicker to deploy

•P2V then Consolidate

•Single Console

•Structured growth

Virtualise the Apps

•Reduces footprint

•Easier & quicker to deploy

•Device independence

•Single Console

•Structured growth

Hang on a minute !!

•Multiple New technologies’ being deployed

•Too Many tactical solutions

•Board getting nervous

•Some successes but not everything lived up to the salesman’s hype

•Are we all pulling in the right direction ?

a joint venture of DST Systems and State Street

Vision

We needed a Vision & Clear Direction

•To ensure that internally we knew what we were doing &

•To Ensure IFDS knew what we were doing !!

•(This is an on-going challenge that must not be

underestimated)

•“People do not want quarter-inch drills. They want

quarter-inch holes.” - Professor Emeritus Theodore Levitt,

Harvard Business School

Or put another way

•It is important to keep in mind that a customer does not

buy features of a service, but fulfilment of needs.

Vision Statement

The Ability, from a standardised single portal & logon, to access all IFDS Group & Third party applications regardless of IFDS Data Centre, Client Location, Client Device or Client Operating System

Create an “on-demand” infrastructure and associated administration with greater than 85% STP regardless of Data Centre location

Create a Service Delivery infrastructure so that services can be dynamically allocated to the optimum resource across multiple Data Centres

Create an Environment where Risk and Compliance are at the centre of all deliverables

Improve the work/life balance by significantly reducing out of hours support & automating where possible repetitive workload

Deliver the above in a secure, controlled, auditable and financially viable fashion

What does this actually mean ?

•Put simply 2 deliverables :-

•Service Virtualisation

•User Virtualisation

Physical Network

Production Development Test

Physical Servers

Windows / Cloud Red Hat/Cloud Power (AS/400)

Physical Storage

CIFS / Cloud NFS VIOS

Applications, Service Catalogue & SMART (Audit& Control)

Distribution

Citrix (Xen) App V Direct / VDI

Au

tom

atio

n &

Au

dit

= C

on

tro

l & E

ffic

ien

cy

“Service” Virtualisation “User” Virtualisation

Delivering the Vision

30 Initiatives

90+ Strategic projects

Documenting & planning the journey

Engaging stakeholders & demonstrating value in the end goal

Securing funding (ROI)

Complimenting existing/future BAU projects

Ensure that demonstrable targets are promoted and understood

Promote and ensure that Service Delivery are all pulling in the same direction

a joint venture of DST Systems and State Street

Vision in Practice

In reality we have to multitask

Delivering the

Vision

Backend

Network & Server

virtualisation

Frontend

Application virtualisation

& automation

Phase 1

2000+ servers

Adding 400+ servers per year

Both Windows & Linux

Engaged Proact to support ambitious server virtualising project

Project delivered to budget and majority of expectations

Now 72% virtualised

Adding 400+ servers per year

Multiple challenges around licencing

Very little negative feedback

Phase 2

Consolidate Orientate Aggregate

Service Level

Asset Utilisation

Speed of Deployment

Total Cost

Risk

Complexity

Infrastructure Virtualisation Service Catalogue

Service Oriented Infrastructure

Current IFDS Position

Phase 2

Phase 2

a joint venture of DST Systems and State Street

Lessons Learnt

Lessons learned

•No single solution fit all – you need to communicate the

vision

•Communicate to your support teams – they are the ones that

need to deliver, one quote “Your Dreams can become my

Nightmares” – I need to keep working on this

•Timeframe

•Work with your Product Partner

•Understand Licensing !!!!!!!!!!!!!!!!!!!!!!!!!!!

•From a users point of view “Change is additional work” even

if it is for the better !!

Lessons learned

•Take time to educate and promote the benefits to your

customers

•Understand the fears of change

•Ensure that your controls in the physical world are

adequately replicated in the virtual world – 30% increase in

Servers due to ease of build.

• Audit & Controls

•Above all

•Include all business areas from CEO to Administrators

•Involve all IT staff

•Inform

a joint venture of DST Systems and State Street

Thank you & Any Questions ?