may 2007 global technology & operations | network computing group | global enterprise access...
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May 2007May 2007
Global Technology & Operations | Network Computing Group | Global Enterprise Access & Desktop Services | Network ServicesGlobal Technology & Operations | Network Computing Group | Global Enterprise Access & Desktop Services | Network Services
Document Release Level/Version: v1.0.00
Corporate Information Security Classification: Confidential
Telecommunications & e-Interactions
The Virtual Enterprise
Craig HinkleySVP, Network ServicesGlobal Technology & OperationsBank of America
Global Technology & Operations | Network Computing Group | Global Enterprise Access & Desktop Services | Network ServicesGlobal Technology & Operations | Network Computing Group | Global Enterprise Access & Desktop Services | Network Services
IEEE CQR
eCommerce & the Importance of Telecom
Corporate Information Security Classification: Confidential
Document Release Level/v1.0.00, Page 2
Volumes & Measuring Impact
Online Volumes:17.8MM ATM/POS Transactions per day
14MM POS transactions per day equates to 162 transactions per second
3.8MM ATM Transactions per day equates to 44 transactions per second
6.5MM logins per day for Online Banking, with approximately 26MM actionsEnrolments; Image; Payment; Volume trading; Loans; Online trading
26MM OLB actions per day equates to 301 transactions per second
375MM 800-inbound minutes per month125MM calls ever month
How can an organization measure the impact of issues?FCI's – Failed Customer Interactions
Big FCI’sA core service failure – if a customer cannot perform a financial transaction (access OLB or DotCom, transfer funds, pay bills, etc)
Degraded FCI‘sA degradation in service – cannot perform the account details, stale balances, etc
Global Technology & Operations | Network Computing Group | Global Enterprise Access & Desktop Services | Network ServicesGlobal Technology & Operations | Network Computing Group | Global Enterprise Access & Desktop Services | Network Services
IEEE CQR
eCommerce & the Importance of Telecom
Corporate Information Security Classification: Confidential
Document Release Level/v1.0.00, Page 3
Telecommunications & e-Interactions
Current Trends in large enterpriseseServices
Web-ifying all Customer Services
Cross Platform linkage to better service your customer, also enable up sell, cross-sell through a deeper customer relationship view
B2B via VPN services
Internal InfrastructureWeb-ifying all internal associate services
MPLS based services for remote office connectivity
Associate & Mobile Office VPN
Managed Services for delivery of Non-Value-Add technology components
Similar approaches being undertaken for both internal & external services
Result: Distinction between the real versus the “virtual” enterpriseDefining two infrastructure layers
Core transaction engine infrastructure layer
Virtual Infrastructure PresenceRemainder of infrastructure and services delivered and consumed are a conglomeration of owned, managed services, customer and business partner networks.
Global Technology & Operations | Network Computing Group | Global Enterprise Access & Desktop Services | Network ServicesGlobal Technology & Operations | Network Computing Group | Global Enterprise Access & Desktop Services | Network Services
IEEE CQR
eCommerce & the Importance of Telecom
Corporate Information Security Classification: Confidential
Document Release Level/v1.0.00, Page 4
Core Transaction Engine Infrastructure
Critical technology assets and service engines.Services “brain” of the company
Data Centers / Service CentersWhere are they and where do they need to be?
Disaster Recovery / Business Continuity
Cost of utility resources (Power) to “feed the machine”
Compute Resources & Customer DataMainframe; midrange; middleware; CRM databases.
Strategic assets located in strategic
High speed network fabric Optimized transaction time
Replication and back-up (Sync & Async)
Globalization - Network/Telecom Infrastructure always on.
Global Technology & Operations | Network Computing Group | Global Enterprise Access & Desktop Services | Network ServicesGlobal Technology & Operations | Network Computing Group | Global Enterprise Access & Desktop Services | Network Services
IEEE CQR
eCommerce & the Importance of Telecom
Corporate Information Security Classification: Confidential
Document Release Level/v1.0.00, Page 5
Virtual Infrastructure Presence
Common threads:MPLS for Remote OfficesVPN – for B2B; Associate Access; Virtual Office presenceManaged services for non-strategic commodity elements
MPLS/VPN/Managed Services combination to connect internal entities & external partners & customers with the Core Transaction Engine Infrastructure.
What capabilities & Services do you need to make this happenDistributed authentication.Secured Access / FirewallCore Transaction Services at strategically distributed locations to serve close to the source / common entry point for transaction speed.
Seamless integration of different access channels into one consistent fabric
Align with SOA and Cisco’s SONA architecture
May 2007May 2007
Global Technology & Operations | Network Computing Group | Global Enterprise Access & Desktop Services | Network ServicesGlobal Technology & Operations | Network Computing Group | Global Enterprise Access & Desktop Services | Network Services
Document Release Level/Version: v1.0.00
Corporate Information Security Classification: Confidential
IEEE CQR
eCommerce & the Importance
of Telecom
What does this all mean?
Global Technology & Operations | Network Computing Group | Global Enterprise Access & Desktop Services | Network ServicesGlobal Technology & Operations | Network Computing Group | Global Enterprise Access & Desktop Services | Network Services
IEEE CQR
eCommerce & the Importance of Telecom
Corporate Information Security Classification: Confidential
Document Release Level/v1.0.00, Page 7
What does this all mean?
Presentation 1 - Net Neutrality – Service Provider to Enterprise perspectiveNet Neutrality – Common Good model will be a net sum gain for all.Autonomous approach – increase peering by high-customer-service-value organizations to provide more consistent user experience
Presentation 2 - Financial Services & eCommerce – Goals and ChallengesService ubiquity - Consistent service/transaction model across customer interactions channelsBalancing Trust, Risk & operational complexity.De-perimeter-ization - blurring of infrastructure that provides internal versus external services.
Presentation 3 – the virtual enterpriseVirtualization of the infrastructure – Strategic versus Commodity enabled through ubiquityGlobalization & the world markets and the drive for always on.