ibm 14052012

15 May 2012

Managed Services Introduction

IBM Global Technology Services CEE

Managed Services

Mihai PetrovDatacenter Operations ManagerIBM Romania

© 2010 IBM Corporation

IBM INDIA Pvt. Ltd.

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Spațiu

1000 m2 doar pentru spațiu de servere Total 2500 m2 întreg datacenterul Spații dedicate și separate pentru

– POP-uri telecom (meet-me rooms)– Distribuție electrică– UPS-uri– Baterii– Generatoare– Sistem de stingere incendiu– Depozite– Spațiu dedicat pentur descărcare, despachetare și instalare (staging area)

Spațiu de creștere pentru elementele de infrastructură


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Să fie disponibilAlimentare cu energie electrica

Alimentare duală Propria centrală electrică (tri-generare)

– Disponibil de putere 6.7 MW Fară single point of failure până la nivelul rack-

ului UPS-uri în configurație N+1 pe fiecare linie cu

baterii dedicate. – Peste 3000KVA N+1 capacitate actuală

Generatoare pe fiecare linie dedicate pentru server room

– Pentru utilități – generator separat– Peste 4.5MW putere de generare de urgență

Rezervoare redundante externe de combustibil, 2 x 31.000 l

Testare săptămânală


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Să fie disponibilRăcire și umiditate

Răcire și control umiditate la nivel de sala Răcire la nivel de rack în funcție de densitate Agent frigorific: apă Toate unitățile de răcire în configurație N+1 Toate elementele sistemului de răcire alimentate dual, electric și agent frigorific Agent frigorific generat intern, cu absorber-e Backup: rezervoare și turbochiller Putere totala de răcire: 6.5 MW


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Să fie disponibil


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Change is accelerating

IT demand

82MVirtual servers installed by 20131

20%Server workloads have been virtualized2

50 times

Increase in data growth this decade3

Less than 30%

Disk storage is used effectively4

Need for flexibility

70¢

Of every US$1 is spent on maintaining existing environment7

14 years

Average age of data centers8

5-60%Projected IT workloads can be cloud-enabled9

1International Data Corporation (IDC), IDC Worldwide Server Market Update: Server Workloads 2011 Research, August, 2011; 2Based on IIBM experience; individual client results vary; 3IDC, IDC’s Digital Universe Study, sponsored by EMC, June, 2011; 4IBM Storage Innovation Executive Summit in New York City, May 9, 2011, by Brian Truskowski; 5IBM, The New Voice of the Chief Information Officer (CIO), September, 2009; 6GOldman Sachs: US Technology Strategy: Independent Insight IT Spending Survey, 2011; 7IBM, The Essential CIO: Insights from the Global Chief Information Officer Study, May, 2011; 8Data center discussion, Part II, Data Center Dynamics, 2011; 9IBM cloud computing organization estimate

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What is a Managed Services?

MIS

DataCenter

Custom Infrastructure

Applications

All IT

Client Perception of the Managed Services Continuum

“Help me with some

tasks”

“Monitor my servers in my DC”

“House my

servers”

“Manage my

servers”

”Manage my

apps”

“Take IT off my hands”

Staff Augmentation

SO

MIS

DataCenter

Shared Infrastructure

Applications

MIS

DataCenter

Infrastructure

MIS

DataCenter

MIS MIS

DataCenter

Shared Infrastructure

Applications

All Business Process IT

Business Process

MBPS/BTO

“Run my Process”

Managed Services Space

“Taking responsibility for daily operations of parts of the clients IT infrastructure” Parts of infrastructure: Server, Storage, Data center, Middleware, Networking, End-user, Security, etc. Various delivery options (local vs. global), asset ownership (IBM vs. Client), locations (IBM vs. Client vs. 3rd party)

Value for client

Client’s risk


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What is Application Hosting?

IBM Application Hosting offers clients mission-critical application hosting utilizing a highly flexible, scalable and resilient delivery model that is matched to the service level requirements of each client business application.

Designed to support day-to-day operations, IBM Application Hosting provides integrated administration, monitoring, data protection and disaster recovery of the hosted infrastructure and applications to help reduce downtime and improve availability.

Bas

ic

O

pera

tions

Application ServicesBasic application management (ERP’s like SAP, other ISV applications)

System software upgradeUsers' accounts managementDatabase management (Oracle, DB2, MS SQL)

Equipment & OS ManagementAutom. & manual Back-up/restoreBatch job managementAvailability SLA (99,5%)

Optional managed services

Monitoring & notification 24x7Service managementTechnical support for OS

Basic level of managed services

Infr

astr

uctu

re ro

ll-ou

t Ser

vice

sin

clud

ing

desi

gn, i

nsta

llatio

n, c

onfig

urat

ion,

ac

cept

ance

test

ing,

ope

ratio

nal d

ocum

ents

InfrastructureProvision and Monitoring of Hardware, Software and Network

Secure DC spaceLocated either in client’s, partner’s or IBM owned DC

Enha

nced

Ope

ratio

ns


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IBM provides expertise in working with ISVs to offer you options for application hosting

Horizontal application services

Vertical application services

Publ

ic

Com

mun

icat

ions

Dis

trib

utio

n

Indu

stria

l

Fina

nce

IBMIndependent Software Vendors (ISV)

Business process

Applications

Infrastructure and management services

Applications supported may be ERP based (e.g. SAP), Oracle or any client owned & developed proprietary application.

Application Services



Infrastructure

Secure DC space

Business Consulting Services


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Solution Design - Basic Operations of Application Hosting

Basic Operations

Provision and Management of

Secured Data Center space (IBM DC - Bucharest) Infrastructure provision and roll-out services incl. design, installation, configuration, testing, and

documentation for dedicated, shared and cloud based Hardware, Software and Network connection. Hardware infrastructure monitoring and Proactive Service Management for Operating System - through

Rich dashboard for collection and presentation of real time data, 24x7 notifications, OS technical support.

DedicatedEnvironment for one client. May include Cloud technologies.

SharedDifferent clients covered out of one infrastructure.

Cloud based (public)Environment provided as Smart Cloud Enterprise+

Bas

ic O

pera

tions

Infra

stru

ctur

e ro

ll-ou

t Ser

vice

s

InfrastructureProvision and Monitoring of Hardware, Software and Network

Secure DC spaceIBM owned DC

Monitoring & notification 24x7Service managementTechnical support for OS



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Solution Design – Flexible Application Hosting Design

Enhanced Operations – Based on customer requirements different setups and complexities are possible:

Provision and Management of

Infrastructure preventive and corrective maintenance for Network, Firewall, Server and Storage Hardware.

Monitoring and Proactive Service Management for Database, Middleware and applications on top of the OS through the Rich dashboard , 24x7 notifications, technical support and administration.

Automated Back-up services, User Profile Management Services, Upgrades of System Software and Enhanced Security Services – System logical security reviews.

Performance and Capacity planning, SLA agreements, Operational documentation administration.

Application response time monitoring, Management and Support Services for ERPs like SAP or any other application.

Application ServicesBasic application management (ERP’s like SAP, other ISV applications)

System software upgradeUsers' accounts managementDatabase management (Oracle, DB2, MS SQL)

Equipment & OS ManagementAutom. & manual Back-up/restoreBatch job managementAvailability SLA (99,95%)


Infra

stru

ctur

e ro

ll-ou

t Ser

vice

s

Enha

nced

O

pera

tions


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With Application Hosting, IBM improves the quality of services while advancing client IT organizations capacity to deliver strategic impact.

Reduce costs and maximize ROI Predictability of costs and no up front investment, freeing up funds for strategic initiatives. Optimization of CAPEX (e.g. for HW and infrastructure acquisition) and transfer to OPEX. Reduction of financial entry hurdles (e.g. pre-investment). More flexible and scalable pricing models incl. billing based on cost metrics related to business. Cost reduction of 20% to 30% possible, through integrated operations and increase in efficiency.

Improve service and quality Increase utilization and optimize IT capacity due to virtualization and near-real-time allocation of storage. Re-allocation of scarce resources to focus on core business functions. Increase in operational efficiency e.g. by utilization of tools and processes from IBM which can reduce

application installation period by 30%. Flexible and scalable solution, e.g. based on advantage of scalable cloud based environment. Broad set of cloud tools and time-tested methodologies. Reduced complexity of IT environment. Near-continuous operations supported by SLAs customized according to client’s service requirements. Leveraging IBM’s extensive pool of skilled resources and expertise.

Minimize and mitigate risk Improve access to mission-critical business applications and reduce (un)planned downtime. Lower the risks cost overruns and resource shortages. Reduce risks by around-the-clock monitoring and management in a save environment. Integrated solution can combine production operations with data protection and DR.


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Application Hosting Services optimize cost and time from application implementation through ongoing operations.

Optimized service administration

Infrastructure optimization

Implementation optimization

Standard implementation cost

Standard operational cost

Savings from15 up to 25 percent1

New Operational cost

Newimplementation cost Go live

Operation, support and improvementsRoll-out ImplementationDesign

Time

Cos

t

Standard Infrastructure implementation cost

Implementation Operation

Allows for optimized solution and stabilized operation with linear and predictable costs for the client


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Why IBM?

IBM has 20+ years experience running mission critical applications in production environments for clients:

– Experience in implementation, upgrading, migration, hosting and dimensioning of critical applications.– Monitoring and managing security infrastructure for more than 4,000 clients worldwide.– Managing over 1 million virtual machines worldwide.– Processing 4.5 million transactions through IBM Cloud per day.

IBM is an industry-leading provider of business continuity services:– Over 160 global resiliency centers in 70 countries.– Almost 1,800 dedicated business continuity professionals.– Possessing extensive business process and technology expertise.

As a service partner IBM grants instant access to a broad range of skills in Central and Eastern Europe – More than 2200 client services people across 15 countries in CEE – More than 6500 people in global delivery centers (GDC) in Wroclaw/Poland, Brno/Czech Republic,

Szekesfehervar/Hungary, GPSG Bucharest/Romania, GPS Delivery center Bratislava/Slovakia – GDC’s offer administration, operation, 2nd and 3rd level support for more than 780 clients

internationally and locally on multiple platforms (Distributed, Midrange, Mainframe) and in multiple languages

– IBM Shared services centers: Bratislava, Bulgaria, Romania, Poland, etc. – Wide range of technical skills and competencies covering IBM and non-IBM technologies

As an OEM of software, hardware, maintenance and services, IBM is able to provide an end-to-end solution including all cricital components, out of one hand.

Flexible solution design allows for a tailored approach which is still based on best practices:– Service Levels to ensure availability of applications based on business requirements. – Option for an On-demand provisioning.– Dedicated vs. Shared vs. Cloud setup.– Predictability of costs through transparent pricing models.

R&D investments of $6 billion per annum in services are leading to continual improvement in our capabilities and quality.