IBM Resiliency ServicesAlways On in a Connected WorldResiliency Communications as a Service

<Virendar Koul><Associate Partner>

01/12/2016

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Agenda

§ Executive Summary

§ Emerging technology trends

§ Resiliency imperatives

§ Resiliency Communications as a Service– Service Overview– How it works– Where it Fits into your Resiliency Program

§ Why IBM?

§ Next steps

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Executive Summary§ Today’s business environment has near zero tolerance for service outages and disruptions,

regardless of cause.

§ The increase in complexity of business and technology environments has made it more difficult for organizations to get the right messages to the right contacts at the right time while sustaining content integrity.

§ Traditional methods of phone and email are no longer sufficient, and many of today’s incident management tools are limited to mass broadcast solutions.

§ With IBM Resiliency Communications as a Service (RCaaS), we can help you respond to a disruption event quickly and restore critical services to keep the business running during the incident/event. RCaaS enables your organization to:

– Integrate incident or disaster response workflows and communications in a dynamic, mobile platform

– Enable real time status tracking on activities of all responders– Concurrently send structured messages and receive corresponding updates from specific target

teams or contacts across multiple communications and media channels – Create an audit trail of all communications and responses – Improve information, decision making and effectiveness of response in the first critical hour

§ IBM has deep experience with designing, implementing and managing incident response and recovery procedures for business areas, technology recovery and executive crisis management teams.

§ IBM’s global reach and presence help us to seamlessly deliver a comprehensive suite of cloud managed services that can be customized to fit your IT and business needs.

Today we live in an always on world and evolving technologies are changing the way we do business

Cloud

AnalyticsInternet of things

Always On

Mobile

Security

Social

Cognitive era

Digital transformation

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Poor response, performance, governance, control and auditability are driving the need for faster, more accurate response and reporting for crisis events

§ Increased complexity in business, technology, and supply chain webs often result in communications breakdowns during a crisis event or incident

§ Tighter regulatory control requirements for resiliency and crisis/incident reporting

§ Manual processes that are error prone and waste time and do not provide automated message escalation across SMS, voice, email, web platforms

§ Incomplete/outdated or inaccurate response plans, procedures, workflows, test status reports and contact lists

When a crisis event or incident occurs, organizations are highly vulnerable due to …

§ Enable faster response to an incident or event from various locations at any time

§ Simplify and streamline processes through process automation and governance to improve collaboration and reduce risk

§ Provide an easy to use administrative interface for structured repeatable response and contact management

§ Generate real time status reports and audit trails to speed decision making and improve transparency

§ Receive and integrate system generated IT recovery process messages in scheduled status reports

These concerns increase the need for a robust resilience solution that can …

You need an elastic, enterprise-grade, global communications platform that manages conversations to rapidly drive expected business results

You need a response that is:

Expectations have changed … in an Always on World

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Automated Real-Time Predictive

PRE-EVENT PLANNING

INCIDENT RESPONSE

POST-EVENT ANALYSIS

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IBM Resiliency Communications as a Service helps you respond to a disruption event quickly and restore critical services to keep the business running during the incident/event

Integrates disaster response workflows using custom designed IBM Resiliency Services templates, processes, and communications in a dynamic mobile platform enabling real time status tracking on activities and process compliance of all responders

Comprised of both consulting and managed services components

Helps you:

§ Enable quicker response to an incident/event to reduce or mitigate impact to your customers

§ Automate message escalation and distribution without manual processes, avoids log jams

§ Continue to “run the business” in a major disruption situation

§ Maintain regulatory compliance

With the new entry level price IBM Resiliency Communications as a Service now provides essential functionalities for your business at lower price point

Comprised of rapidly deployed managed service components

§ Provides easy setup and implementation of the solution

§ Use core service features and apps for managing cross-channel notifications and communications; add more users and contacts at any time

§ Spend less on essential functionalities and expand as required

§ Continue to “run the business” in a major disruption situation

IBM Resiliency Communications as a Service transforms your static ‘paper-based plans’ into interactive workflows to automate conversations across a broad spectrum of communications channels

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Enables you to:§ Automate communications within

and between recovery workstreams (i.e. incident responders, crisis management, business continuity, disaster recovery, security teams)

§ Speed many of the critical activities during a disruptive event

§ Standardize the test, validate and maintain resiliency capabilities

§ Document audit and compliance

Keeps your business running during a crisis event …don’t just react and respond

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How it works: IBM Resiliency Communications as a Service spans your incident management response and reporting needs across every layer of your enterprise using IBM’s Resiliency Services Framework

••Demonstrate accountability through real time situational awareness, incident management, effective inbound and outbound communications control

Executive crisis management

••Automate concurrent notification of all responders, track availability and performance/completion of tasks in real time

Business continuity

••Automate status reporting for manual and system generated recovery and restart processes

••Measure and report actual attainment against recovery objectives

Disaster recovery

••Track and report on facilities and data center operations management systems

Site, facilities & data center operations

Helps you define the right plans, procedures, workflows, messaging and communications at every level.

Create dynamic, automated real time conversations

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1. Source virtually any data to trigger event workflows

Manual and event generated information is sourced into RCaaS, where incident responders can work collaboratively to evaluate, update, and categorize their response. Incident Managers can target who to activate or inform by location, availability, and role

2. Invoke Event Communications

Incident Response Teams and Staff are notified of the ongoing details of the event to better inform ongoing decision making.- Manual notifications- Sensor notifications- Computer notifications

3. Real-time Dashboards

Dashboards can be accessed over any internet connected device, providing ongoing situational awareness to incident responders, and executives

Includes IBM Resiliency Services Methodology Workflows

Event information collated from staff on the ground

Event information is sourced into RCaaS where incident responders can work collaboratively to evaluate, update, and categorize their response. Incident Managers can target who to activate or inform by location, availability, and role.

Invoke Crisis Comms

Incident Response Teams and Staff are notified of the ongoing details of the Event to better inform ongoing decision making.

Real-time Dashboards

Dashboards can be accessed over any internet connected device, providing ongoing situational awareness to incident responders, and executives.

2 3 4

Management Dashboards - Customize by Audience

1 Crisis Comms notification

Incident Response Teams are notified of the incident and are directed to a Rich message with further detail and action.

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IBM Resiliency Communications as a Service integrates two very distinct software capabilities

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Broadcast Tools Data RepositoriesIBM Resiliency

Communications as a Service

• Mass Broadcast• 1-way communication • Limited Interaction/Dialogue

• Data repository• Relational information• Manually executed plans

Creates Conversations that are:• Ongoing / flexible• Multi-Channel• Interactive• Brings Activities to “Life”• Dashboard view of progress

Activities Documentation

Integrates with Repositories to:• Share repository data directly to

responders activities• Capture in-flight information• Track status and compliance• Manage and standard exercises

What makes IBM Resiliency Communications as a Service different and significantly better than alternatives is interactive workflow management

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Reach and interact across multiple channels, widening the impact of incident communications

IBM Resiliency Communications as a Service capabilities

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Once you automate the first business process, you will find many places you can use this to create an always on business

Business Resilience

Customer Engagement

many possibilities

OperationalResiliency

1. Cust. Notification2. Appointment Services* 3. Customer marketing4. Information feeds5. Customer onboarding6. Promotional offers7. Customer training8. Customer satisfaction

1. Emerg. Response2. Crisis management

3. IT Incident mgt. 4. Community comms

5. Production updates6. Service mgt.

7. Stakeholder management8. Executive communications

1. Staff notifications2. Service Delivery Co-ord.3. Instant conference calls4. Shift notification 5. OH&S6. Staff training7. Billing notification8. Executive communications

1conversation platform

3core marketsegments

24core usecases

350+Use cases

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Business Resilience

Customer Engagement

many possibilities

OperationalCommunications

1. Cust. Notification2. Appointment Services* 3. Customer marketing4. Information feeds5. Customer onboarding6. Promotional offers7. Customer training8. Customer satisfaction

1. Emerg. Response2. Crisis management

3. IT Incident mgt. 4. Community comms

5. Production updates6. Service mgt.

7. Stakeholder management8. Executive communications

1. Staff notifications2. Service Delivery Co-ord.3. Instant conference calls4. Shift notification 5. OH&S6. Staff training7. Billing notification8. Executive communications

IBM Resiliency Communications

as a Service

IBM Resiliency Communications as a Service Pricing Model

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There are two components to the pricing model:

Consulting - Labor based and varies according to:§ Client size, complexity and level of resiliency maturity§ Scope of requirements (crisis management, business continuity, disaster recovery)§ Complexity of workflows

Managed Services§ One time initial implementation charge for setup and configuration (varies according to

size, complexity and client use cases)§ Ongoing monthly service subscription charges§ Usage charges

Base Charges

Variable Charges

Messaging Charges Total

Monthly Charges

• RCaaS Service• Service API• Contact API• Template Library• Support

• Users• Contacts• Custom Templates

• SMS• Voice

Ready to take the next step in Resiliency?

From your phone - text RCaaS to (650) 273-9844– Click on the text message Link – Enter your phone number and hit ‘enter’– Click on the next link– Select the Demo you would like to try– Following the Text Message link– Select the demo you wish to view – Try it out !

Note: this is a demonstration of the Message Response portion of IBM Resiliency Communications as a Service

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§ See how it works!

§ Where could you use this in your environment?

§ Learn more! – Read Business resilience: Providing targeted resilience solutions for the enterprise.– Read Thought Leadership White Paper -Transitioning business continuity to the cloud.– Visit our web page: http://ibm.biz/ServicesRCaaS– Visit the IBM Resiliency Consulting Services website to learn more of our comprehensive

consulting services.

IBM can help you ensure that critical systems, data, applications, facilities and infrastructure are secure and always-on for internal and external stakeholders

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10K clients protected50 years of business continuity and

disaster recovery experience

Sq. ft. data center raised floor

8M+

Success in meeting commitments to clients who declared incidents

10 years of experience

and innovation in data protection services

2.3exabyte of customer data managed

Protect information in more than

data centers in400+68 countries

6,000Professionals dedicated to business continuity

100%

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ResiliencyFastFacts100%successinmeetingcommitmentstoclientswhohavedeclaredincidents.SuccessisattributedtoIBM’suseofprovenprocesses,professionalsdedicatedtotheresiliencyprofession,solidinfrastructure,andcontinuoustesting-completing2,104testingeventsgloballyin2014.

50+yearsoffacilities,businesscontinuityanddisasterrecoveryexperience

Designedandbuiltover30Msq.ft.ofraisedfloorworldwide;withbestenergyefficiency.Ownandoperate>400datacenters,300+cloudresiliencycentersin68countriesandover8M+sq.ft.ofdatacenterraisedfloor;Protect over10Msq.ft.ofResiliencydatacenterfacilityfordisasterrecovery,withover41,000workareaseats

IBMcanprovideaseamlessdatacenterandCloudmigrationsolutionleveragingourGlobalmethodologyandexperience,technicalexpertiseandpatenteddiscoveryandanalytictoolsdevelopedbyIBMResearchandproveninthousandsofcomplexmigrations

Backupover2.3exabytes(1018bytes)dataannuallythroughCloudManagedBackupwith>99.5%successrate.

6,000+ highlyskilledprofessionalssupporting>10,500resiliencyservicesclientsglobally,including75%ofthetop35banksintheworldwhorelyonIBMGDPStoensuretheyremainalways-on

IBM is a leader among Disaster- Recovery-As-A-Service (DRaaS) Providers in North America. IBM is well known and respected in the industry for many things, among them offering disaster recovery services long before DRaaS was even a concept. IDC Marketscape North America DRaaS Vendor Assessment 2015

TRANSFORM“Whataremybusiness

needs&gaps?”

DataCenterStrategyServices :Rationalizethedatacenterportfoliotoaddressbusinessrequirementsofavailability,adaptability,efficiencyIBMResiliencyConsulting :Prioritizebusiness&ITrisks.Developstrategies&designstoaddressrisks

BUILD“HowdoIbenefitfromthebestDataCenters&

facilities?”

ITFacilitiesDesignandConstructionServices :Designyourdatacenterforthefutureusingsoundplanning&executionminimizingrisks&costsDataCenterConsolidationandRelocationServices :Costeffectivemigrationofapplications,data,ITandinfrastructureequipmentwithreduceddowntimeITFacilitiesCablingandConnectivityServices :Solutionstosupportyourconnectivityrequirements

PROTECT“HowdoIensuremyDataarealways

protected&managed?”

IBMResiliencyCloudManagedBackup :Cloud-baseddatabackupandvaulting,with99.5%backupsuccessrateandfasterrecoveryIBMResiliencyCloudDataVirtualization :Cloud-basedprotectionofcriticaldatawithoutgeneratingmultiplecopiesforefficientuseofstorageandfasterrecovery

PERFORM“HowdoIensuremy

businessis“alwayson”?

IBMHighAvailabilityServices:Consulting&servicestoimplementhighavailability&continuousavailabilityIBMResiliencyVirtualizedServerRecovery :Cloud-basedfailoverforvirtual&physicalserversfornearinstantaneousrecovery(P2V&V2V)DataCenterFacilitiesOperationsManagementServices:SupportDCplanning&operationsofphysicalequipment(i.e.cooling,power,cabling)todrivehighestavailabilityatreducedcostIBMManagedResiliencyServices:Balanceworkloads&protectsystemswithnear-zerorecoverytimes

RECOVER“HowcanIrecoverfast

fromanyevent?”

IBMInfrastructureRecoveryServices :Eliminatetheimpactofdisruptivedisasters,events&outagestotheITinfrastructureandtotheworkforce

IBM Cloud Virtualized Server Recovery’s market visibility and business growth earned IBM “Business Continuity Innovation of the Year" and “Business Continuity Consultant of the Year” awards. Business Continuity Institute in India, 2014

IBM Resiliency Services – Transform, Build, protect, Perform & Recover

Gartner has named IBM a Leader for Disaster Recovery as a Service based on its ability to execute and completeness of vision.

Gartner, Magic Quadrant for Disaster Recovery as a Service, John P Morency and Christine Tenneson, 21 April 2015

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Trademarks and notes

IBM Corporation 2016

§ IBM, the IBM logo and ibm.com are registered trademarks, and other company, product, or service names may be trademarks or service marks of International Business Machines Corporation in the United States, other countries, or both. A current list of IBM trademarks is available on the web at “Copyright and trademark information” at www.ibm.com/legal/copytrade.shtml

§ Other company, product, and service names may be trademarks or service marks of others.

§ References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.

§ IBM and IBM Credit LLC do not, nor intend to, offer or provide accounting, tax or legal advice to clients. Clients should consult with their own financial, tax and legal advisors. Any tax or accounting treatment decisions made by or on behalf of the client are the sole responsibility of the customer.

§ IBM Global Financing offerings are provided through IBM Credit LLC in the United States, IBM Canada Ltd. in Canada, and other IBM subsidiaries and divisions worldwide to qualified commercial and government clients. Rates and availability are based on a client’s credit rating, financing terms, offering type, equipment type and options, and may vary by country. Some offerings are not available in certain countries. Other restrictions may apply. Rates and offerings are subject to change, extension or withdrawal without notice.

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