LeVeRAGInG SunGARD FOR SAAS enABLeMenT SeRVICeS
The last thing you want is for a customer’s IT SunGard brings the cloud down to earth
“As organizations embrace cloud-based models,
application to fail. The last thing anyone needs is they will plan, design and build IT services very
to spend a fortune hosting those applications. differently – and need to account for these changes
in the way that they architect to meet their uptime,
continuity and resiliency objectives, We’re pleased
These days, fewer and fewer Mounting infrastructure costs to add SunGard to the leadership of our Open Cloud
organizations want to be in the eat into funds that are better Standards Incubator” Winston Bumpus, Distributed
business of hosting their own spent on product development or Management Task Force (DMTF) president.
IT applications. As the economy expansion of sales channels.
continues to squeeze corporate Cloud computing has blanketed the headlines over
budgets and new software-as- The faster an ISV grows, the the last year or two. However, while ‘cloud’ is rich
a-service (SaaS) delivery models harder it is to provide the round- with potential, it continues to create confusion.
gain momentum, companies the-clock IT support and the Many business users could be forgiven for
are increasingly looking to their trained, dedicated staff needed to expecting that IT capital costs can be cut almost
software providers to do the host and deploy applications. At overnight and ongoing IT operating costs slashed
hosting. the same time, it’s easy for fast- to just pennies per compute process unit, simply by
growth firms to overlook the need moving IT to the cloud.
But it’s not quite as simple
for robust tools that can manage SunGard helps bring the cloud discussion back to
as shifting responsibility for
and monitor systems to ensure ground level. Rather than losing decision-makers
application hosting. The SaaS
uptime. It becomes more difficult in ill-defined metaphors and flimsy analogies
model—along with cloud
to guarantee availability and about clouds, SunGard’s managed services experts
computing—raises a range of
service-level agreements. And root their discussions in hard facts and proven
fresh questions about availability,
threats to data security loom as disciplines.
data security, risk levels, and
the company expands. As a result,
regulatory compliance. And as a member of the DMTF Open Cloud
many businesses have struggled
Standards Incubator Leadership Board, SunGard
Independent Software Vendor with hosting applications in-house
is helping shape new policy governing distributed
(ISV) Challenges or been disappointed with their
computing. As cloud computing continues to evolve,
The truth is that ISVs are early experiences with third-party
SunGard’s expertise assures that customers will
geared for developing valuable providers.
benefit from the best technology available:
new products, not for building
and running the data center SunGard is here to help
Custom designed to meet specific business
infrastructure and services to With decades of experience needs, resource and budget constraints, as well
support SaaS initiatives requested in providing high-availability as operational risk factors.
by their customers. The ISVs’ managed services, a deep bench
challenges escalate when they of skilled professionals and a Flexible implementation to allow you to
try to develop and operate the IT robust network of secure data decide how much of your IT applications and
infrastructure, network services, centers worldwide, we can be the infrastructure should be outsourced.
back up systems, and other ‘back office’ IT application service
systems needed to support the that ISVs need to help meet their Get all the benefits of cloud computing—with less
new service delivery models. hosting commitments. > risk and none of the hype.
LeVeRAGInG SunGARD FOR SAAS BuSIneSS MODeLS
Factors forcing change IT downtime. And they want faster responses. Where
Business leaders have far less tolerance for idle or they once sought solutions in months from traditional
underutilized resources and staff, and they’re taking a application sourcing provider (ASP) models, today they
harder look at activities that are not considered core to want SaaS delivery options that are up and running in
the company’s mission. That puts particular scrutiny on a days—and in some cases, hours.
range of IT operations such as application management.
Business leaders are also anxious to mitigate their
That helps to account for the surge in demand for SaaS operational risks—and thanks to the flurry of headlines
enablement and hosting. The market for those services is surrounding corporate data security breaches, businesses
growing at 23 percent a year through 2012.1 Vendors of are doubly anxious about handing over control of their
large packaged applications are also trying to gain traction critical applications. A corollary to the issue of risk is
in these markets without cannibalizing their existing regulatory compliance, which is becoming a critical
on-premise license sales. factor in more and more sectors. So they insist not only
on high availability and world-class recovery, but on
At the same time, enterprise customers are insistent
proven programs for managing and minimizing IT risks—
on higher levels of data availability. In today’s hyper-
particularly in multi-tenant hosting models where servers,
competitive environment, they are not willing to endure
storage and networks are shared. >
CASE IN POINT
Managed services provider finds a reliable solution for power and Internet outages
A New England managed services provider supporting thousands of daily brokerage
transactions was experiencing severe power and Internet outages that ultimately shut down
its data center. With customer relationships at stake, “hours of downtime are unacceptable,”
says the operations manager of the Software as a Service (Saas) provider. He searched for an
outsourced provider to “guarantee us connectivity and power at all times.” After comparing
four managed services providers, the operations manager selected SunGard because he
was impressed by the combination of advanced infrastructure and expert staffing at its
Marlborough, MA, recovery center. “The fact that SunGard had people on-site 24/7 was huge
for us,” he says, noting that most competitors offered only security cameras and monitoring
systems. SunGard designed a customized solution that included a hosted collocation
environment providing regulated power, dedicated Internet connection, advanced security,
multiple connection feeds, backup power generators, and 24/7 staffing support.
“The requirements put upon our customers by their trading partners have become increas-
ingly stringent, so it is critical that we maintain the highest levels of availability. SunGard’s
guarantee of 100% uptime during power disruptions and 99.999% connectivity gives us peace
of mind – and allows us to focus on our business,” says the operations manager. As an added
benefit, he says the trusted SunGard name has become a selling point when discussing his
firm’s software services with prospective clients.
LeVeRAGInG SunGARD FOR SAAS BuSIneSS MODeLS
ISVs feel the pressure most Comprehensive support
All of those factors are magnified when they cascade down to SunGard provides the underlying data center infrastructure
the software providers serving enterprise customers. not only and services to also support fundamental Colocation and
do ISVs have to be able to guarantee hosting uptime and best- Managed Colocation needs—everything from managed Internet
in-class levels of IT security, but they need to be able to scale up access and data backup, such as usage-based tape and SAn
very swiftly—without ‘front-loading’ the resources they need to services, to operating system management, including virtualized
scale. Although they may have been able to cope by turning to environments and database management services.
friendly local SaaS specialists, they now must be able to deliver
scale rapidly—increasingly, globally—as their customers’ Fail-safe data protection
demands grow and as they bring on new customers. As the pioneer of availability services, SunGard is rooted in
It is the rare ISV that has the staff on hand to meet all the needs this experience, and offers a contingency plan to help ensure
of a robust application hosting program. Rarer still are the resiliency in case of hardware failure and other types of
ISVs whose investors believe it is still appropriate for them to malfunctions that cause outages. Restoration Services for
build and run the resources, skills, capabilities, and facilities to Managed Services provide restoration of all servers, applications,
excel in the SaaS space—while meeting the demand for growth network, and security devices hosted at a SunGard site.
with development of new software products and reaching new
customers through new channels. SunGard’s competitive advantages
High levels of availability – SunGard has more data centers in
SunGard’s AdvancedHostingSM solutions can help north America than any other provider. We have more than 35
Managed Services hubs in north America and europe, and a re-
Scalability for growth with lower capital costs
silient, global private network backbone. Fully redundant power
For ISVs adopting a SaaS delivery model and enterprises that
and network options are standard elements of our approach.
want to deliver SaaS to internal users, SunGard’s Managed
Services offerings, encompassing Colocation, Managed Solid SLAs - SunGard’s infrastructure and services are
Colocation and enterprise Managed services, help remove the backed by solid service level agreements to ensure that
barriers to rapid scalability and growth. applications remain up and running and accessible for
users. We craft agreements to cover everythingfrom facility
Our utility-like model is ideal for enterprises seeking flexible, availability and availability of power to application-level SLAs.
enterprise-class solutions without the capital investments
Expert staff, proven processes – SunGard has more than
needed to build all necessary capabilities internally.
30 years of experience managing critical IT environments
and has a highly capable delivery team organized around
a service-centric operating model, based on ITIL v3 and
SunGard’s enterprise Managed Services include management
ITSM structure. We have teams specializing in monitoring,
for every component of the IT infrastructure, from the physical
incident/change management, and implementations. We
network layer through the operating system. And whether an
also align proactive teams to focus on problem prevention/
organization is experiencing staff shortages and needs help
remediation, capacity management, business continuity,
deploying a new business application, or is simply shifting
security, and other related service support activities.
priorities, SunGard Application Services help ensure maximum
reliability for critical applications and IT infrastructure. We Operational excellence –Based on an ITILv3
provide ongoing administration, proactive monitoring and framework, SAS 70 Type II & ISO9001 certification,
maintenance, and immediate support when issues arise. Our and PCI DSS-compliant facilities and processes.
services can also help ensure that applications are architected Secure systems – Our systems are built to the highest
and deployed correctly when implemented, to prevent issues levels of security, using established protocols, specialized
down the road. hardware, such as secure cabinets and secure cages,
and enterprise-class security experts on staff 24/7.