Sun SM   Managed Operations <ul><li>Presenter's  Name </li></ul><ul><ul><li>Presenter's  Title </li></ul></ul><ul><ul><ul>...
Today’s Agenda <ul><li>Business drivers for outsourcing </li></ul><ul><li>Sun Managed Operations  </li></ul><ul><li>Portfo...
Business Drivers <ul><li>Would you like to... </li></ul><ul><ul><li>Reduce IT operating costs </li></ul></ul><ul><ul><li>M...
Sun Managed Operations Value <ul><li>Attack IT operations costs and complexity through industry best practices, including ...
Robust Service Capabilities <ul><li>Incident management </li></ul><ul><ul><li>Process structured to increase system perfor...
Solution Strength Based on Overall Component Integration <ul><ul><li>PROCESSES </li></ul></ul><ul><ul><li>ITIL based from ...
Predictive Approach, Flexible Services <ul><li>Monitoring services </li></ul><ul><ul><li>Designed to support effective pro...
Sun Managed Operations Monitoring Services <ul><li>24/7 ‘eyes and ears’ for predicting and identifying network, system and...
Sun Managed Operations Management Services <ul><li>Includes all monitoring services capabilities </li></ul><ul><li>Respons...
Sun Managed Operations Enhanced Management Services <ul><li>Includes all monitoring and management services capabilities <...
Heterogeneous Support  <ul><li>DATABASES </li></ul><ul><li>DB2 </li></ul><ul><li>Oracle </li></ul><ul><li>Sybase </li></ul...
Sun SM  Managed Operations Portfolio
<ul><li>Key Features </li></ul><ul><li>24/7 IT operations monitoring and management solutions include incident management,...
Scalable Solutions for Managing IT Expertise From the Network Through the Application Layer Monitoring and management solu...
Comprehensive Operations Management Sun Managed Operations provide a comprehensive suite of services that can be provided ...
Comprehensive Service Categories <ul><li>Hardware </li></ul><ul><li>Network devices </li></ul><ul><li>Web servers </li></u...
Examples of Sun Managed Operations service solutions...
Sun SM  Managed Operations for storage Solving for Growth, Cost and Scalability Challenges <ul><li>Key Features </li></ul>...
Sun Managed Operations for security   Security services that provide the most insightful security available by conducting ...
Sun Managed Operations for Sun Ray Server Software (SRSS) Single management interface for your entire enterprise to provid...
<ul><li>Enable flexibility to better match service engagement needs </li></ul><ul><li>Easily add supplemental system admin...
Sun SM  Interim Operations Management <ul><li>Key Features </li></ul><ul><li>Increased availability and Quality  of Servic...
Sun Managed Operations People
Industry-leading Expertise <ul><li>The Sun team is involved during the implementation and ongoing support phases to suppor...
Implementation Manager (IM) <ul><li>Initiation, design, development, build, test, and implementation phases of the project...
Customer Design Engineer (CDE) <ul><li>Build the design solution to match customer IT and business requirements </li></ul>...
Customer Service Manager (CSM) <ul><li>Overall project management and on-going support </li></ul><ul><li>Single point of a...
Tier 1 and 2 Analysts and Engineers <ul><li>Sun tier 1 analysts </li></ul><ul><ul><li>24/7 environment monitoring </li></u...
Tier 3 Primary Support Engineer (PSE) <ul><li>Technical project lead </li></ul><ul><li>Tuning and optimization </li></ul><...
Sun Managed Operations Service Implementation Process,  Delivery Framework, Tools and Technology
Implementation Process Collect info and design solution Development of non-standard requirements Deployment of monitor & m...
Integrated Delivery Framework The framework for the complete portfolio of Sun Managed Operations delivered worldwide
ControlTower <ul><li>Proprietary technology for gathering performance information from the customer environment </li></ul>...
ControlCenter analysts resolve nearly 70% of all incidents at the first line of support.  ControlCenter <ul><li>24x7 centr...
ControlBase <ul><li>Proprietary  knowledge base  of ITIL-based, best-practice operations management procedures for specifi...
ControlPoint <ul><li>ControlPoint provides a secure, intuitive user interface that gives the customer complete visibility ...
ControlPoint Log-in Screen
Tools and Systems ControlTower Appliance (CTA) Knowledge Management (ControlBase) Commercial Agents Reporting ControlTower...
NETWORK B NETWORK A NOC INFRASTRUCTURE CUSTOMER INFRASTRUCTURE Jumpgate Management Platform On-demand Connection FIREWALL ...
JumpGate – Screenshot #1 Select Customer #2 Select Devices #3 Connect
Control Tower Appliance (CTA) Overview  <ul><li>Monitoring capabilities </li></ul><ul><ul><li>Provides reactive monitoring...
240 INCIDENT TICKETS (~20% of Actionable Alarms) Event Flow Per Day 10,000 Maintenance Alarms SUPPRESSION METHOD 28M Event...
Managed Operations:  Incident Management <ul><li>Customers benefit from 24x365 incident management – Identify, Validate, N...
Managed Operations:  Change Management <ul><li>Customers benefit from 24x365 change management – Submit, Approve, Schedule...
Why Customers Choose Sun Managed Operations
Logistics Computer Services <ul><li>Industry:  Automotive </li></ul><ul><li>Results:   12% reduction in monthly operations...
Information Services Contract <ul><li>Efficiencies gained from: Server consolidation, maintenance consolidation and remote...
Chicago Public Schools <ul><li>Industry:  Education and Research </li></ul><ul><li>Results:   99% uptime for the past thre...
“ With Sun Managed Services performing the management and monitoring of our Web sites, we know that our customers will hav...
United Utilities Service Delivery <ul><li>Industry:  Energy </li></ul><ul><li>Results:   Currently achieving 99.99% system...
Contact Your Sun Sales Representative to Learn More about Sun’s Unique Approach to Your Business. http://www.sun.com/servi...
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Sun Managed Operations Customer Presentation,09 20 2006.Star Impress 8x

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Sun Managed Operations Customer Presentation,09 20 2006.Star Impress 8x

  1. 1. Sun SM Managed Operations <ul><li>Presenter's Name </li></ul><ul><ul><li>Presenter's Title </li></ul></ul><ul><ul><ul><li>Presenter's Company </li></ul></ul></ul>
  2. 2. Today’s Agenda <ul><li>Business drivers for outsourcing </li></ul><ul><li>Sun Managed Operations </li></ul><ul><li>Portfolio of offerings </li></ul><ul><li>Processes, People </li></ul><ul><li>Delivery Framework, Tools & Technologies </li></ul><ul><li>Customer results </li></ul>
  3. 3. Business Drivers <ul><li>Would you like to... </li></ul><ul><ul><li>Reduce IT operating costs </li></ul></ul><ul><ul><li>Maximize application availability for your distributed, heterogeneous infrastructure </li></ul></ul><ul><ul><li>Address IT challenges while staying focused on strategic initiatives </li></ul></ul><ul><ul><li>Maintain control of business-critical systems with flexible services that fit your requirements? </li></ul></ul>Proactive approach to unique business needs
  4. 4. Sun Managed Operations Value <ul><li>Attack IT operations costs and complexity through industry best practices, including ITIL-based incident and change management processes </li></ul><ul><li>Maximize application availability and system efficiency with predictive monitoring and management services that support heterogeneous environments 24/365 </li></ul><ul><li>Assign tasks to Sun or 'co-manage' your IT environments — keep your IT staff focused on your strategic initiatives </li></ul><ul><li>Take advantage of payment structure based on monthly recurring charges versus large up-front costs </li></ul>Stay in control with selective IT operations outsourcing
  5. 5. Robust Service Capabilities <ul><li>Incident management </li></ul><ul><ul><li>Process structured to increase system performance and efficiency </li></ul></ul><ul><ul><li>Provides problem identification, validation and remediation </li></ul></ul><ul><ul><li>Rapid isolation and resolution through sophisticated set of monitoring toolsets integrated with inventory, knowledge repository, and management tools </li></ul></ul><ul><li>Change management </li></ul><ul><ul><li>Changes to customer infrastructure planned and controlled to maximize system performance </li></ul></ul><ul><ul><li>Change requests created by customer at any time via ControlPoint portal, and Sun reviews and documents the change </li></ul></ul><ul><li>Inventory management </li></ul><ul><ul><li>Repository of asset information provides customers current, comprehensive inventory of systems covered 24/365 by Sun Managed Operations </li></ul></ul><ul><ul><li>Tracks system info (serial #, CPU, memory), software (including version) and infrastructure configuration changes </li></ul></ul>ITIL-based operations management functions to maximize availability
  6. 6. Solution Strength Based on Overall Component Integration <ul><ul><li>PROCESSES </li></ul></ul><ul><ul><li>ITIL based from day one </li></ul></ul><ul><ul><li>Mature / proven </li></ul></ul><ul><ul><li>Highly Automated </li></ul></ul><ul><ul><li>Built-in quality controls </li></ul></ul><ul><ul><li>Training program </li></ul></ul><ul><ul><li>Management support </li></ul></ul><ul><ul><li>Continuously reviewed / tuned </li></ul></ul><ul><ul><li>Regular customer service reviews to demonstrate value and receive feedback </li></ul></ul><ul><ul><li>People organization is an integral part of the service </li></ul></ul><ul><ul><li>PEOPLE </li></ul></ul><ul><ul><li>Customer focused </li></ul></ul><ul><ul><li>Highly skilled </li></ul></ul><ul><ul><li>Results oriented </li></ul></ul><ul><ul><li>Operations oriented </li></ul></ul><ul><ul><li>Clear roles & responsibilities </li></ul></ul><ul><ul><li>Natural checks & balances </li></ul></ul><ul><ul><li>Motivated / career path </li></ul></ul><ul><ul><li>Embrace challenges </li></ul></ul><ul><ul><li>TECHNOLOGY </li></ul></ul><ul><ul><li>Web-based customer portal </li></ul></ul><ul><ul><ul><li>Event, incident & change management </li></ul></ul></ul><ul><ul><ul><li>Account & inventory management </li></ul></ul></ul><ul><ul><ul><li>Performance reporting </li></ul></ul></ul><ul><ul><ul><li>Knowledge base </li></ul></ul></ul><ul><ul><ul><li>Summary views </li></ul></ul></ul><ul><ul><ul><li>Administration </li></ul></ul></ul><ul><ul><li>Monitoring tools suite </li></ul></ul><ul><ul><li>Sophisticated engineering and event filtering </li></ul></ul><ul><ul><li>Cost effective and secure event delivery and access tools </li></ul></ul><ul><ul><li>Raw events enriched with customer specific details </li></ul></ul><ul><ul><li>All events consolidated in one event monitor </li></ul></ul><ul><ul><li>Highly integrated solution between event manager, trouble ticketing system and OSS systems </li></ul></ul>
  7. 7. Predictive Approach, Flexible Services <ul><li>Monitoring services </li></ul><ul><ul><li>Designed to support effective problem detection, diagnosis, and resolution/remediation </li></ul></ul><ul><ul><li>Monitor hardware, operating systems, application platforms, disk storage, backup environments, and custom applications for events that critically affect systems ability to provide service </li></ul></ul><ul><ul><li>Performed by agents that create alerts when specific system or application metric exceed a predefined threshold </li></ul></ul><ul><li>Management services </li></ul><ul><ul><li>Management may cover network, servers, operating systems, applications, storage arrays, tape libraries, databases and clusters </li></ul></ul><ul><ul><li>Scope of management tasks is often highly customized and can change throughout course of support engagement </li></ul></ul><ul><li>Enhanced management services </li></ul><ul><ul><li>Enhanced management capabilities provided on demand </li></ul></ul>Proactively manage your applications and infrastructure 24/365
  8. 8. Sun Managed Operations Monitoring Services <ul><li>24/7 ‘eyes and ears’ for predicting and identifying network, system and application failures in customer environments </li></ul><ul><li>A completely integrated toolset including event management, incident ticketing, change ticketing and asset tracking </li></ul><ul><li>Pre-defined ITIL-based operations procedures </li></ul><ul><li>‘ Rolled Up’ views of all operations data via the ControlPoint Portal </li></ul><ul><li>Support for different agent technologies including SysEdge, SunMC , BMC Patrol </li></ul>Optional extensions to monitoring services: Fault & Performance Monitoring Performance/Availability Reporting Incident Identification Incident Validation Incident Ticketing Incident Notification (15 Min SLA) Event Management Reports Security Patch Notification Change Management for Monitoring ControlPoint Portal Service Callout for Sun Products Inventory Management Predictive Monitoring Service Callout for 3 rd Party Products Simulated Transactions (where applicable)
  9. 9. Sun Managed Operations Management Services <ul><li>Includes all monitoring services capabilities </li></ul><ul><li>Responsibility for system and application break-fix and administration tasks </li></ul><ul><li>Scheduled execution of mutually agreed to proactive maintenance and analysis tasks </li></ul><ul><li>Management of 3rd parties, including hosting and telco vendors </li></ul>Quarterly Review & Analysis Quarterly Recommendations Capacity Recommendations Administration Services Incident Management Change Management – Management Services Vendor Escalation and Management Event Management Analysis
  10. 10. Sun Managed Operations Enhanced Management Services <ul><li>Includes all monitoring and management services capabilities </li></ul><ul><li>Administrative of ‘supporting’ production functions (backup, storage) </li></ul><ul><li>Selective execution of critical change functions like patching and code promotion </li></ul><ul><li>Proactive tuning, optimization and capacity management </li></ul><ul><li>Patch management for heterogeneous is based on mutually agreed upon patching strategy </li></ul>Backup Management Backup Restore Patch Installation Patch Installation Code Promotion Cluster Certification Patch Management – Sun Products Backup Management Backup Monitoring
  11. 11. Heterogeneous Support <ul><li>DATABASES </li></ul><ul><li>DB2 </li></ul><ul><li>Oracle </li></ul><ul><li>Sybase </li></ul><ul><li>SQL </li></ul><ul><li>MS SQL Server </li></ul><ul><li>WEB SERVERS </li></ul><ul><li>Apache </li></ul><ul><li>Active Server </li></ul><ul><li>JES (iPlanet) </li></ul><ul><li>IIS </li></ul><ul><li>OPERATING SYSTEMS </li></ul><ul><li>AIX </li></ul><ul><li>AS400 </li></ul><ul><li>HP/UX </li></ul><ul><li>Linux </li></ul><ul><li>Solaris </li></ul><ul><li>Unix </li></ul><ul><li>Windows </li></ul><ul><li>SECURITY </li></ul><ul><li>Checkpoint </li></ul><ul><li>Cisco PIX </li></ul><ul><li>Netscreen </li></ul><ul><li>NETWORKING </li></ul><ul><li>Cisco networks </li></ul><ul><li>DNS </li></ul><ul><li>TCP/IP </li></ul><ul><li>VPN </li></ul><ul><li>CERTIFICATIONS & ACCREDITATIONS </li></ul><ul><li>BEA WebLogic Cert. Admin. </li></ul><ul><li>Cisco CAN, CCNP, CCIE </li></ul><ul><li>EMC Admin. </li></ul><ul><li>ISACA Security CISSP </li></ul><ul><li>ITIL Process Certified </li></ul><ul><li>Microsoft MCP, MCSE </li></ul><ul><li>Oracle DBA OCP </li></ul><ul><li>Sun Certified JAVA Prog. </li></ul><ul><li>APPLICATIONS </li></ul><ul><li>ATG Dynamo </li></ul><ul><li>Broadvision </li></ul><ul><li>ColdFusion </li></ul><ul><li>EMC </li></ul><ul><li>Java / J2EE </li></ul><ul><li>JES (iPlanet) </li></ul><ul><li>JSP </li></ul><ul><li>MS Exchange </li></ul><ul><li>Oracle Apps. </li></ul><ul><li>Perl </li></ul><ul><li>SAP </li></ul><ul><li>Siebel </li></ul><ul><li>Veritas </li></ul><ul><li>Web Trends </li></ul><ul><li>Web Logic </li></ul><ul><li>Websense </li></ul><ul><li>Websphere </li></ul><ul><li>STORAGE </li></ul><ul><li>Sun </li></ul><ul><li>Brocade </li></ul><ul><li>EMC </li></ul><ul><li>Hitachi </li></ul><ul><li>HP-branded (Hitachi) </li></ul><ul><li>McData </li></ul>
  12. 12. Sun SM Managed Operations Portfolio
  13. 13. <ul><li>Key Features </li></ul><ul><li>24/7 IT operations monitoring and management solutions include incident management, change management, and inventory management services </li></ul><ul><li>Flexible services to match your critical business needs and technology requirements so you get exactly what you need—when and where you need it </li></ul><ul><li>ITIL-based knowledge base ensures best practices to manage and resolve issues </li></ul><ul><li>High level of operational efficiency ensures fast implementation and response to get and keep you up and running </li></ul>Predictive Approach to Operations Management Sun SM Managed Operations <ul><ul><li>Maximize application availability with operations management services that support heterogeneous environments from the network through the application layer — including the Solaris TM Operating System, legacy, HP-UX, Linux, and Windows — while benefiting from Sun’s IT dedicated account engineers who know your environment. </li></ul></ul>Getty_200157229-001
  14. 14. Scalable Solutions for Managing IT Expertise From the Network Through the Application Layer Monitoring and management solutions for hardware, network devices, web servers, operating systems, database servers, enterprise and messaging applications, storage, and security services. MANAGEMENT MONITORING ENHANCED MANAGEMENT SUN MANAGED OPERATIONS DELIVERY PLATFORM ITIL-BASED OPERATIONAL PROCESSES — INCIDENT, CHANGE & INVENTORY MANAGEMENT STORAGE NETWORK DEVICES OPERATING SYSTEMS WEB SERVERS SECURITY DEVICES APPLICATIONS DATABASE SERVERS
  15. 15. Comprehensive Operations Management Sun Managed Operations provide a comprehensive suite of services that can be provided remotely on a selective basis or as part of a broad outsourcing relationship. <ul><ul><li>Incident Management </li></ul></ul><ul><ul><li>Change Management </li></ul></ul><ul><ul><li>Inventory Management </li></ul></ul><ul><ul><li>Problem Management </li></ul></ul><ul><ul><li>Administrative Management </li></ul></ul><ul><ul><li>Patch Management </li></ul></ul><ul><ul><li>Code Release </li></ul></ul><ul><ul><li>Storage Management </li></ul></ul><ul><ul><li>Security Management </li></ul></ul><ul><ul><li>Sophisticated Monitoring </li></ul></ul><ul><ul><li>Network Management </li></ul></ul><ul><ul><li>Application Management </li></ul></ul><ul><ul><li>Database Management </li></ul></ul><ul><ul><li>Reporting </li></ul></ul>PROCESS DISCIPLINES PROACTIVE MANAGEMENT SKILLS
  16. 16. Comprehensive Service Categories <ul><li>Hardware </li></ul><ul><li>Network devices </li></ul><ul><li>Web servers </li></ul><ul><li>Operating systems </li></ul><ul><li>Database servers </li></ul><ul><li>Enterprise applications </li></ul><ul><li>Messaging applications </li></ul><ul><li>Storage including primary disk through tape backup </li></ul><ul><li>Security devices such as intrusion detection, firewall and continuous risk assessment </li></ul>Holistic approach gives end-to-end view of entire application environment
  17. 17. Examples of Sun Managed Operations service solutions...
  18. 18. Sun SM Managed Operations for storage Solving for Growth, Cost and Scalability Challenges <ul><li>Key Features </li></ul><ul><li>Subscription-based remote management, monitoring, and reports service for heterogeneous storage environments </li></ul><ul><li>Faster integration, provisioning </li></ul><ul><li>Strategic data lifecycle, performance and capacity management reports help increase efficiency </li></ul><ul><ul><ul><li>Built-in software licenses and dedicated staffing for lower cost and economies of scale </li></ul></ul></ul><ul><ul><ul><li>Storage services offers: </li></ul></ul></ul><ul><ul><ul><li>Storage management </li></ul></ul></ul><ul><ul><ul><li>Storage monitoring </li></ul></ul></ul><ul><ul><ul><li>Data management reporting </li></ul></ul></ul>Some Fortune 500 companies are approaching 1 petabyte (1,024 Tbytes) of data – volumes on par with the Pentagon. Compliance Pipeline, September 27, 2004 24/7/365 storage infrastructure remote monitoring and management via Sun Managed Operations platform reduces staff and budget. Customers realize immediate benefit of certified Sun experts managing day-to-day SAN tasks.
  19. 19. Sun Managed Operations for security Security services that provide the most insightful security available by conducting ongoing, system-wide surveillance and analysis of your environment. <ul><li>Key Features </li></ul><ul><li>24/7 proactive security event monitoring and management services </li></ul><ul><ul><li>Intrusion detection, firewall, and VPN monitoring and management; continuous risk assessment </li></ul></ul><ul><li>Event correlation from infrastructure to ensure early detection and preventive coverage </li></ul><ul><li>Integrated with holistic operations management solution </li></ul>
  20. 20. Sun Managed Operations for Sun Ray Server Software (SRSS) Single management interface for your entire enterprise to provide optimum performance and uptime <ul><li>Key Features </li></ul><ul><li>Flexible services that provide 24/7 remote monitoring, maintenance, administration, tuning and optimization of your Sun Ray Server Software (SRSS) application environment </li></ul><ul><li>Maximizes application availability by having Sun technicians notify you of problems before impacting their business </li></ul><ul><li>Backed by SLAs, proven ITIL-based methodologies </li></ul><ul><li>Dedicated Sun team with the expertise to quickly handle issues </li></ul>
  21. 21. <ul><li>Enable flexibility to better match service engagement needs </li></ul><ul><li>Easily add supplemental system administration skills </li></ul><ul><li>Minimize fire-drill activity </li></ul><ul><li>Minimize overall support and system management costs </li></ul><ul><li>Reduce expensive server downtime </li></ul><ul><li>Gain visibility into the performance and reliability of your investment in Sun equipment </li></ul>Sun System Monitoring and Incident Response Packages <ul><li>Key Features </li></ul><ul><li>Helps predict, identify and diagnose possible performance issues and system failures </li></ul><ul><li>Remotely monitors key operating systems, hardware, and security variables that support heterogeneous environments </li></ul><ul><li>Maximizes application availability by having Sun technicians notify you of problems before impacting your business </li></ul><ul><li>Sun monitors and remotely fixes a pre-defined set of issues and manages incidents to completion </li></ul><ul><li>Provides access to up-to-date information via the customer portal for review of availability, trouble tickets and resolution times </li></ul>Sun SM Managed Operations Packages You pick the level of service you need at a fixed price – making it easy for you to budget and maximize resources Getty_200157229-001
  22. 22. Sun SM Interim Operations Management <ul><li>Key Features </li></ul><ul><li>Increased availability and Quality of Service, with least impact on operational costs </li></ul><ul><li>Faster time-to-business value while maintaining high service levels </li></ul><ul><li>Access to Sun expertise combined with knowledge transfer </li></ul><ul><li>Your short-term needs met expertly while helping to lower fixed costs </li></ul>Short-term Services to Help You Implement New Solutions <ul><li>Short-term service implementing new IT solutions that reduce operational risk and accelerate ROI </li></ul><ul><li>Sun assigns IT operations experts to run new data center environment, bridge transitory skill gaps and up-level IT processes enabled by new technology </li></ul>Getty_AA025668
  23. 23. Sun Managed Operations People
  24. 24. Industry-leading Expertise <ul><li>The Sun team is involved during the implementation and ongoing support phases to support the customer account and act as valuable extension of IT staff — not a replacement </li></ul><ul><ul><li>Implementation manager </li></ul></ul><ul><ul><li>Customer design engineer (CDE) </li></ul></ul><ul><ul><li>Customer service manager (CSM) </li></ul></ul><ul><ul><li>Tier 1 analysts </li></ul></ul><ul><ul><li>Tier 2 engineers </li></ul></ul><ul><ul><li>Tier 3 primary support engineers </li></ul></ul>Our people are integral to our service from the beginning
  25. 25. Implementation Manager (IM) <ul><li>Initiation, design, development, build, test, and implementation phases of the project </li></ul><ul><li>Project kickoff </li></ul><ul><li>Implementation plan </li></ul>Making sure your project implementation is a success
  26. 26. Customer Design Engineer (CDE) <ul><li>Build the design solution to match customer IT and business requirements </li></ul><ul><li>Technical interchange meetings with customer to guide successful project implementation </li></ul><ul><li>Develop and build the customer's tailored monitoring and management environment </li></ul><ul><li>Turn over environment to primary support engineer (PSE) </li></ul>Designing the optimal monitoring and management solution
  27. 27. Customer Service Manager (CSM) <ul><li>Overall project management and on-going support </li></ul><ul><li>Single point of accountability for Sun Managed Operations engagement </li></ul><ul><li>Change management approval and scheduling </li></ul><ul><li>Daily/weekly operations reviews </li></ul><ul><li>Executive reviews </li></ul>Project management and ongoing support
  28. 28. Tier 1 and 2 Analysts and Engineers <ul><li>Sun tier 1 analysts </li></ul><ul><ul><li>24/7 environment monitoring </li></ul></ul><ul><ul><li>Incident identification, validation, ticketing, notification, escalation, and remediation </li></ul></ul><ul><li>Sun tier 2 engineers </li></ul><ul><ul><li>Advanced incident diagnosis and cause analysis, and remediation </li></ul></ul><ul><ul><li>Application maintenance and administration </li></ul></ul><ul><ul><li>Distributed engineering skills and certifications: network engineering </li></ul></ul>Centralized monitoring and management expertise
  29. 29. Tier 3 Primary Support Engineer (PSE) <ul><li>Technical project lead </li></ul><ul><li>Tuning and optimization </li></ul><ul><li>Capacity planning </li></ul><ul><li>Outage/fault report review </li></ul><ul><li>Technical change management approval </li></ul><ul><li>Security management </li></ul><ul><li>Security assessment/audit deliverables </li></ul>Deep technical expertise with you every step of the way
  30. 30. Sun Managed Operations Service Implementation Process, Delivery Framework, Tools and Technology
  31. 31. Implementation Process Collect info and design solution Development of non-standard requirements Deployment of monitor & manage solution Build validation & customer training Sun Managed Operations delivery activates service Sun Managed Operations Management Live Implementation time frame is dependent on scope & customer Sun's implementation process is built to incorporate structure and flexibility to deliver a quality service in an efficient manner Initiation Phase Design Phase Development Phase Build Phase Test Phase Implementation Phase Support Phase
  32. 32. Integrated Delivery Framework The framework for the complete portfolio of Sun Managed Operations delivered worldwide
  33. 33. ControlTower <ul><li>Proprietary technology for gathering performance information from the customer environment </li></ul><ul><li>ControlTower features receptors that are coded to monitor nearly any piece of infrastructure, anywhere in the world </li></ul><ul><li>Handles thousands of simultaneous alarms and performs reliably by storing and forwarding data when the Internet connection is not available </li></ul>ControlTower is a key component of the Sun Managed Operations delivery framework. Remote Operations Management Technology: Anytime, Anywhere
  34. 34. ControlCenter analysts resolve nearly 70% of all incidents at the first line of support. ControlCenter <ul><li>24x7 centralized operations center for managing and monitoring the customer environment </li></ul><ul><li>ControlCenter analysts have a diverse array of skills sets, offering the customer access to deep expertise at a fraction of the cost of hiring these resources internally </li></ul><ul><li>The breadth and depth of our expertise is demonstrated across a wide array of technologies and is continually expanding </li></ul>
  35. 35. ControlBase <ul><li>Proprietary knowledge base of ITIL-based, best-practice operations management procedures for specific operating environments, applications, infrastructures and technologies </li></ul><ul><ul><li>Can be customer-specific </li></ul></ul><ul><ul><li>Can be technology-specific </li></ul></ul><ul><li>Provides validation and remediation steps for incidents occurring within a wide variety of applications and infrastructure </li></ul><ul><li>Fully integrated with the ControlPoint (portal), as well as its monitoring and ticketing systems </li></ul>Currently holding thousands of individual remediation procedures, ControlBase's breadth of solutions is continually growing to incorporate newly identified, proven fixes.
  36. 36. ControlPoint <ul><li>ControlPoint provides a secure, intuitive user interface that gives the customer complete visibility and control over the current state of their enterprise computing infrastructure and data centers </li></ul><ul><li>User-friendly interface allows the customer to easily navigate and contact ControlCenter support experts if needed </li></ul><ul><li>Customers can access device status, performance reports, trouble tickets, change management, and inventory and systems configuration information in-context </li></ul>ControlPoint delivers performance and operations management reports for every managed device in a customer's infrastructure.
  37. 37. ControlPoint Log-in Screen
  38. 38. Tools and Systems ControlTower Appliance (CTA) Knowledge Management (ControlBase) Commercial Agents Reporting ControlTower Server ControlPoint Portal Account Management Incident & Change Management (Remedy) Inventory Micromuse NetCool Omnibus HP Openview / Proxima Centauri Native Agents & HW-based alerts Micromuse Probes Automation Engine Reporting Engine Transaction Monitoring (ISM) Helpdesk Correlation Engine Scripting Interfaces (shell, rexx etc) Storage Management Applications
  39. 39. NETWORK B NETWORK A NOC INFRASTRUCTURE CUSTOMER INFRASTRUCTURE Jumpgate Management Platform On-demand Connection FIREWALL MANAGED DEVICES CTA MANAGEMENT STATIONS JUMPGATE SERVER <ul><ul><li>On-demand connection using strong encryption is created between JG server and CTA </li></ul></ul><ul><ul><li>Low value; keyboard, video and mouse data passed over the connection. JG server is never connected to the managed devices. </li></ul></ul><ul><ul><li>No NAT or complex IP routing required. Only a single TCP port is required, this is selectable by the customer. </li></ul></ul><ul><ul><li>CTA can live on customers DMZ embracing customers security policy </li></ul></ul><ul><ul><li>Native management consoles launched locally within the customers network </li></ul></ul><ul><ul><li>One click connection to managed devices (windows, *nix, network, firewall etc…) </li></ul></ul><ul><ul><li>Ability to launch remediation scripts </li></ul></ul><ul><ul><li>Full accountability (user access and applications launched) </li></ul></ul><ul><ul><li>Strong token authentication </li></ul></ul><ul><ul><li>Management stations use thin client web interface </li></ul></ul>
  40. 40. JumpGate – Screenshot #1 Select Customer #2 Select Devices #3 Connect
  41. 41. Control Tower Appliance (CTA) Overview <ul><li>Monitoring capabilities </li></ul><ul><ul><li>Provides reactive monitoring - Receives events (SNMP, Syslog, etc.) from server agents or devices </li></ul></ul><ul><ul><li>Provides proactive monitoring - Polls data (SNMP, ICMP, HTTP, JDBC + other protocols) for alarm generation and reporting </li></ul></ul><ul><ul><li>Provides predictive monitoring – performs math on multiple data sources to look for pending issues </li></ul></ul><ul><ul><li>Stores and forwards alerts to support Internet delivery </li></ul></ul><ul><ul><li>Pushes data back to Sun using secure protocols </li></ul></ul>
  42. 42. 240 INCIDENT TICKETS (~20% of Actionable Alarms) Event Flow Per Day 10,000 Maintenance Alarms SUPPRESSION METHOD 28M Events Suppressed by Appliances 3.4M Network Management System 14,000 Informational 942 ControlCenter De-Duplication/Discards EVENT TOTALS 50M RAW EVENTS Inbound to Appliances 3.5M Events + 24M reporting data points to Systems Core (CTS) 26,000 Alarms 2830 Actionable Alarms (Severity 1 & 2) (reduction of 99.99%)
  43. 43. Managed Operations: Incident Management <ul><li>Customers benefit from 24x365 incident management – Identify, Validate, Notify and Resolve. </li></ul>! ControlBase Benefit – 24x365 ControlCenter staff of operations specialists Benefit – Tier 2 & service delivery engineers supporting customer alarms Benefit – Single repository of all incident and change ticket history ControlCenter analysts receive, diagnose and validate alarm using ControlBase. Critical skill sets include OS Admin, Web Admin and Network. 15 Minute Notification SLA Depending on the incident severity, ControlCenter analyst attempts to resolve the alarm through standard remediation steps documented in knowledge management tool (ControlBase). If not resolved alarm is escalated to Tier 2 SMEs. If required, Tier 2 Experts communicate with 3 rd party vendors or Tier 3 app owners to resolve physical on-site or functionality-specific incidents. Detailed cause analysis and incident resolution is documented in ControlPoint and available for historic review.
  44. 44. Managed Operations: Change Management <ul><li>Customers benefit from 24x365 change management – Submit, Approve, Schedule and Filter. </li></ul>Benefit – Easy and clear communication lines to reduce downtime Benefit – Prevent false alarms by suppressing CM related alarms Benefit – Assist in troubleshooting incidents – historical view of CMs Sun, Customer or Partner submits a change request indicating that work will be required on specific devices. Customer-specific distribution list is notified of the new request The group responsible for performing the work, reviews the request, approves and schedules (assigns resources and confirms date /time). If required, Tier 2 experts communicate with vendors or Tier 3 app owners to perform complex change requests. All associated alarms are automatically suppressed from ControlCenter view to prevent false call outs. Details are documented in ControlPoint and available for historic review.
  45. 45. Why Customers Choose Sun Managed Operations
  46. 46. Logistics Computer Services <ul><li>Industry: Automotive </li></ul><ul><li>Results: 12% reduction in monthly operations expenditures </li></ul><ul><li>Eliminated the need for three shifts of under-utilized IT operators </li></ul><ul><li>Implemented stringent management controls based on ITIL best practices </li></ul><ul><li>Designed a comprehensive disaster recovery solution </li></ul><ul><li>Established one-stop shop for all operations management functions </li></ul><ul><li>Challenges: </li></ul><ul><li>Overburdened IT development team unable to focus on core business </li></ul><ul><li>Top heavy IT staffing requirement based on need to support 24/7 operations center </li></ul><ul><li>Absence of in-house security experts to implement protection strategies </li></ul><ul><li>Solution: </li></ul><ul><li>Sun Managed Operations secures $4.6M agreement to provide five-year managed services solution </li></ul><ul><li>Full Sun Managed Services selective sourcing solution including shared resources </li></ul>LOGISTICS COMPUTER SERVICES, INC
  47. 47. Information Services Contract <ul><li>Efficiencies gained from: Server consolidation, maintenance consolidation and remote monitoring and management services </li></ul><ul><li>Reducing server count by more than half while migrating to Sun Fire TM servers powered by the Solaris TM 10 Operating System </li></ul><ul><li>Sun responsible for IS operations through Sun Managed Operations, including a “technology refresh” to reduce costs and improve service levels </li></ul>“ Our company will maintain control of its infrastructure, but now employees can focus on more competitive aspects of the business by devoting resources to improving customer service and delivering new, in-demand services to customers.” Steve Ward, Senior VP and CIO, Frontier
  48. 48. Chicago Public Schools <ul><li>Industry: Education and Research </li></ul><ul><li>Results: 99% uptime for the past three years </li></ul><ul><li>New optical network helps CPS realize significant cost savings </li></ul><ul><li>Content filtering technology helps CPS comply with federal legislation </li></ul><ul><li>Two-hour response and resolution time with a quick response ticket system for technical support issues </li></ul><ul><li>Improved security and firewall protection for 60,000 PCs and 900 servers on CPS system </li></ul><ul><li>Challenges: </li></ul><ul><li>Increased frequency of network outages and Internet connectivity issues </li></ul><ul><li>Deteriorating administrative operations and classroom support because of poor network performance </li></ul><ul><li>Difficulty collecting and analyzing network performance data due to lack of measurement tools </li></ul><ul><li>Complexity of managing multiple technology vendors and service providers </li></ul><ul><li>Solution: </li></ul><ul><li>Sun Managed Operations provides comprehensive network assessment, management, maintenance and support for CPS LAN/WAN </li></ul>
  49. 49. “ With Sun Managed Services performing the management and monitoring of our Web sites, we know that our customers will have secure, 24x7 access to our products and that if any issues arise, the Sun Managed Services team will address them immediately so they won’t affect our business. ” David Hayne, Development Director Urban Outfitters
  50. 50. United Utilities Service Delivery <ul><li>Industry: Energy </li></ul><ul><li>Results: Currently achieving 99.99% system availability </li></ul><ul><li>Lowered IT support costs for rapid ROI </li></ul><ul><li>Project completed ahead of schedule and under budget </li></ul><ul><li>Challenges: </li></ul><ul><li>Improve operational efficiencies, enhance application performance, reduce operating costs </li></ul><ul><li>Solution: </li></ul><ul><li>New IT infrastructure to support mission-critical applications powered by SunFire servers </li></ul><ul><li>Flexible disaster recovery environment based on Sun StorEdge technologies </li></ul><ul><li>Backed by Sun Managed Services IOM; SunSpectrum support; training </li></ul><ul><li>WTL plc, an iForce SM partner/VAR, for hardware installation and configuration assistance </li></ul>
  51. 51. Contact Your Sun Sales Representative to Learn More about Sun’s Unique Approach to Your Business. http://www.sun.com/service /managedservices/index.jsp

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