Sun SM Managed Operations Presenter's Name Presenter's Title Presenter's Company

Presenter's Name

Presenter's Title

Presenter's Company

Today’s Agenda Business drivers for outsourcing Sun Managed Operations Portfolio of offerings Processes, People Delivery Framework, Tools & Technologies Customer results

Business drivers for outsourcing

Sun Managed Operations

Portfolio of offerings

Processes, People

Delivery Framework, Tools & Technologies

Customer results

Business Drivers Would you like to... Reduce IT operating costs Maximize application availability for your distributed, heterogeneous infrastructure Address IT challenges while staying focused on strategic initiatives Maintain control of business-critical systems with flexible services that fit your requirements? Proactive approach to unique business needs

Would you like to...

Reduce IT operating costs

Maximize application availability for your distributed, heterogeneous infrastructure

Address IT challenges while staying focused on strategic initiatives

Maintain control of business-critical systems with flexible services that fit your requirements?

Sun Managed Operations Value Attack IT operations costs and complexity through industry best practices, including ITIL-based incident and change management processes Maximize application availability and system efficiency with predictive monitoring and management services that support heterogeneous environments 24/365 Assign tasks to Sun or 'co-manage' your IT environments — keep your IT staff focused on your strategic initiatives Take advantage of payment structure based on monthly recurring charges versus large up-front costs Stay in control with selective IT operations outsourcing

Attack IT operations costs and complexity through industry best practices, including ITIL-based incident and change management processes

Maximize application availability and system efficiency with predictive monitoring and management services that support heterogeneous environments 24/365

Assign tasks to Sun or 'co-manage' your IT environments — keep your IT staff focused on your strategic initiatives

Take advantage of payment structure based on monthly recurring charges versus large up-front costs

Robust Service Capabilities Incident management Process structured to increase system performance and efficiency Provides problem identification, validation and remediation Rapid isolation and resolution through sophisticated set of monitoring toolsets integrated with inventory, knowledge repository, and management tools Change management Changes to customer infrastructure planned and controlled to maximize system performance Change requests created by customer at any time via ControlPoint portal, and Sun reviews and documents the change Inventory management Repository of asset information provides customers current, comprehensive inventory of systems covered 24/365 by Sun Managed Operations Tracks system info (serial #, CPU, memory), software (including version) and infrastructure configuration changes ITIL-based operations management functions to maximize availability

Incident management

Process structured to increase system performance and efficiency

Provides problem identification, validation and remediation

Rapid isolation and resolution through sophisticated set of monitoring toolsets integrated with inventory, knowledge repository, and management tools

Change management

Changes to customer infrastructure planned and controlled to maximize system performance

Change requests created by customer at any time via ControlPoint portal, and Sun reviews and documents the change

Inventory management

Repository of asset information provides customers current, comprehensive inventory of systems covered 24/365 by Sun Managed Operations

Tracks system info (serial #, CPU, memory), software (including version) and infrastructure configuration changes

Solution Strength Based on Overall Component Integration PROCESSES ITIL based from day one Mature / proven Highly Automated Built-in quality controls Training program Management support Continuously reviewed / tuned Regular customer service reviews to demonstrate value and receive feedback People organization is an integral part of the service PEOPLE Customer focused Highly skilled Results oriented Operations oriented Clear roles & responsibilities Natural checks & balances Motivated / career path Embrace challenges TECHNOLOGY Web-based customer portal Event, incident & change management Account & inventory management Performance reporting Knowledge base Summary views Administration Monitoring tools suite Sophisticated engineering and event filtering Cost effective and secure event delivery and access tools Raw events enriched with customer specific details All events consolidated in one event monitor Highly integrated solution between event manager, trouble ticketing system and OSS systems

PROCESSES

ITIL based from day one

Mature / proven

Highly Automated

Built-in quality controls

Training program

Management support

Continuously reviewed / tuned

Regular customer service reviews to demonstrate value and receive feedback

People organization is an integral part of the service

PEOPLE

Customer focused

Highly skilled

Results oriented

Operations oriented

Clear roles & responsibilities

Natural checks & balances

Motivated / career path

Embrace challenges

TECHNOLOGY

Web-based customer portal

Event, incident & change management

Account & inventory management

Performance reporting

Knowledge base

Summary views

Administration

Monitoring tools suite

Sophisticated engineering and event filtering

Cost effective and secure event delivery and access tools

Raw events enriched with customer specific details

All events consolidated in one event monitor

Highly integrated solution between event manager, trouble ticketing system and OSS systems

Predictive Approach, Flexible Services Monitoring services Designed to support effective problem detection, diagnosis, and resolution/remediation Monitor hardware, operating systems, application platforms, disk storage, backup environments, and custom applications for events that critically affect systems ability to provide service Performed by agents that create alerts when specific system or application metric exceed a predefined threshold Management services Management may cover network, servers, operating systems, applications, storage arrays, tape libraries, databases and clusters Scope of management tasks is often highly customized and can change throughout course of support engagement Enhanced management services Enhanced management capabilities provided on demand Proactively manage your applications and infrastructure 24/365

Monitoring services

Designed to support effective problem detection, diagnosis, and resolution/remediation

Monitor hardware, operating systems, application platforms, disk storage, backup environments, and custom applications for events that critically affect systems ability to provide service

Performed by agents that create alerts when specific system or application metric exceed a predefined threshold

Management services

Management may cover network, servers, operating systems, applications, storage arrays, tape libraries, databases and clusters

Scope of management tasks is often highly customized and can change throughout course of support engagement

Enhanced management services

Enhanced management capabilities provided on demand

Sun Managed Operations Monitoring Services 24/7 ‘eyes and ears’ for predicting and identifying network, system and application failures in customer environments A completely integrated toolset including event management, incident ticketing, change ticketing and asset tracking Pre-defined ITIL-based operations procedures ‘ Rolled Up’ views of all operations data via the ControlPoint Portal Support for different agent technologies including SysEdge, SunMC , BMC Patrol 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)

24/7 ‘eyes and ears’ for predicting and identifying network, system and application failures in customer environments

A completely integrated toolset including event management, incident ticketing, change ticketing and asset tracking

Pre-defined ITIL-based operations procedures

‘ Rolled Up’ views of all operations data via the ControlPoint Portal

Support for different agent technologies including SysEdge, SunMC , BMC Patrol

Sun Managed Operations Management Services Includes all monitoring services capabilities Responsibility for system and application break-fix and administration tasks Scheduled execution of mutually agreed to proactive maintenance and analysis tasks Management of 3rd parties, including hosting and telco vendors Quarterly Review & Analysis Quarterly Recommendations Capacity Recommendations Administration Services Incident Management Change Management – Management Services Vendor Escalation and Management Event Management Analysis

Includes all monitoring services capabilities

Responsibility for system and application break-fix and administration tasks

Scheduled execution of mutually agreed to proactive maintenance and analysis tasks

Management of 3rd parties, including hosting and telco vendors

Sun Managed Operations Enhanced Management Services Includes all monitoring and management services capabilities Administrative of ‘supporting’ production functions (backup, storage) Selective execution of critical change functions like patching and code promotion Proactive tuning, optimization and capacity management Patch management for heterogeneous is based on mutually agreed upon patching strategy Backup Management Backup Restore Patch Installation Patch Installation Code Promotion Cluster Certification Patch Management – Sun Products Backup Management Backup Monitoring

Includes all monitoring and management services capabilities

Administrative of ‘supporting’ production functions (backup, storage)

Selective execution of critical change functions like patching and code promotion

Proactive tuning, optimization and capacity management

Patch management for heterogeneous is based on mutually agreed upon patching strategy

Heterogeneous Support DATABASES DB2 Oracle Sybase SQL MS SQL Server WEB SERVERS Apache Active Server JES (iPlanet) IIS OPERATING SYSTEMS AIX AS400 HP/UX Linux Solaris Unix Windows SECURITY Checkpoint Cisco PIX Netscreen NETWORKING Cisco networks DNS TCP/IP VPN CERTIFICATIONS & ACCREDITATIONS BEA WebLogic Cert. Admin. Cisco CAN, CCNP, CCIE EMC Admin. ISACA Security CISSP ITIL Process Certified Microsoft MCP, MCSE Oracle DBA OCP Sun Certified JAVA Prog. APPLICATIONS ATG Dynamo Broadvision ColdFusion EMC Java / J2EE JES (iPlanet) JSP MS Exchange Oracle Apps. Perl SAP Siebel Veritas Web Trends Web Logic Websense Websphere STORAGE Sun Brocade EMC Hitachi HP-branded (Hitachi) McData

DATABASES

DB2

Oracle

Sybase

SQL

MS SQL Server

WEB SERVERS

Apache

Active Server

JES (iPlanet)

IIS

OPERATING SYSTEMS

AIX

AS400

HP/UX

Linux

Solaris

Unix

Windows

SECURITY

Checkpoint

Cisco PIX

Netscreen

NETWORKING

Cisco networks

DNS

TCP/IP

VPN

CERTIFICATIONS & ACCREDITATIONS

BEA WebLogic Cert. Admin.

Cisco CAN, CCNP, CCIE

EMC Admin.

ISACA Security CISSP

ITIL Process Certified

Microsoft MCP, MCSE

Oracle DBA OCP

Sun Certified JAVA Prog.

APPLICATIONS

ATG Dynamo

Broadvision

ColdFusion

EMC

Java / J2EE

JES (iPlanet)

JSP

MS Exchange

Oracle Apps.

Perl

SAP

Siebel

Veritas

Web Trends

Web Logic

Websense

Websphere

STORAGE

Sun

Brocade

EMC

Hitachi

HP-branded (Hitachi)

McData

Sun SM Managed Operations Portfolio

Key Features 24/7 IT operations monitoring and management solutions include incident management, change management, and inventory management services Flexible services to match your critical business needs and technology requirements so you get exactly what you need—when and where you need it ITIL-based knowledge base ensures best practices to manage and resolve issues High level of operational efficiency ensures fast implementation and response to get and keep you up and running Predictive Approach to Operations Management Sun SM Managed Operations 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. Getty_200157229-001

Key Features

24/7 IT operations monitoring and management solutions include incident management, change management, and inventory management services

Flexible services to match your critical business needs and technology requirements so you get exactly what you need—when and where you need it

ITIL-based knowledge base ensures best practices to manage and resolve issues

High level of operational efficiency ensures fast implementation and response to get and keep you up and running

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.

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

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. Incident Management Change Management Inventory Management Problem Management Administrative Management Patch Management Code Release Storage Management Security Management Sophisticated Monitoring Network Management Application Management Database Management Reporting PROCESS DISCIPLINES PROACTIVE MANAGEMENT SKILLS

Incident Management

Change Management

Inventory Management

Problem Management

Administrative Management

Patch Management

Code Release

Storage Management

Security Management

Sophisticated Monitoring

Network Management

Application Management

Database Management

Reporting

Comprehensive Service Categories Hardware Network devices Web servers Operating systems Database servers Enterprise applications Messaging applications Storage including primary disk through tape backup Security devices such as intrusion detection, firewall and continuous risk assessment Holistic approach gives end-to-end view of entire application environment

Hardware

Network devices

Web servers

Operating systems

Database servers

Enterprise applications

Messaging applications

Storage including primary disk through tape backup

Security devices such as intrusion detection, firewall and continuous risk assessment

Examples of Sun Managed Operations service solutions...

Sun SM Managed Operations for storage Solving for Growth, Cost and Scalability Challenges Key Features Subscription-based remote management, monitoring, and reports service for heterogeneous storage environments Faster integration, provisioning Strategic data lifecycle, performance and capacity management reports help increase efficiency Built-in software licenses and dedicated staffing for lower cost and economies of scale Storage services offers: Storage management Storage monitoring Data management reporting 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.

Key Features

Subscription-based remote management, monitoring, and reports service for heterogeneous storage environments

Faster integration, provisioning

Strategic data lifecycle, performance and capacity management reports help increase efficiency

Built-in software licenses and dedicated staffing for lower cost and economies of scale

Storage services offers:

Storage management

Storage monitoring

Data management reporting

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. Key Features 24/7 proactive security event monitoring and management services Intrusion detection, firewall, and VPN monitoring and management; continuous risk assessment Event correlation from infrastructure to ensure early detection and preventive coverage Integrated with holistic operations management solution

Key Features

24/7 proactive security event monitoring and management services

Intrusion detection, firewall, and VPN monitoring and management; continuous risk assessment

Event correlation from infrastructure to ensure early detection and preventive coverage

Integrated with holistic operations management solution

Sun Managed Operations for Sun Ray Server Software (SRSS) Single management interface for your entire enterprise to provide optimum performance and uptime Key Features Flexible services that provide 24/7 remote monitoring, maintenance, administration, tuning and optimization of your Sun Ray Server Software (SRSS) application environment Maximizes application availability by having Sun technicians notify you of problems before impacting their business Backed by SLAs, proven ITIL-based methodologies Dedicated Sun team with the expertise to quickly handle issues

Key Features

Flexible services that provide 24/7 remote monitoring, maintenance, administration, tuning and optimization of your Sun Ray Server Software (SRSS) application environment

Maximizes application availability by having Sun technicians notify you of problems before impacting their business

Backed by SLAs, proven ITIL-based methodologies

Dedicated Sun team with the expertise to quickly handle issues

Enable flexibility to better match service engagement needs Easily add supplemental system administration skills Minimize fire-drill activity Minimize overall support and system management costs Reduce expensive server downtime Gain visibility into the performance and reliability of your investment in Sun equipment Sun System Monitoring and Incident Response Packages Key Features Helps predict, identify and diagnose possible performance issues and system failures Remotely monitors key operating systems, hardware, and security variables that support heterogeneous environments Maximizes application availability by having Sun technicians notify you of problems before impacting your business Sun monitors and remotely fixes a pre-defined set of issues and manages incidents to completion Provides access to up-to-date information via the customer portal for review of availability, trouble tickets and resolution times 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

Enable flexibility to better match service engagement needs

Easily add supplemental system administration skills

Minimize fire-drill activity

Minimize overall support and system management costs

Reduce expensive server downtime

Gain visibility into the performance and reliability of your investment in Sun equipment

Key Features

Helps predict, identify and diagnose possible performance issues and system failures

Remotely monitors key operating systems, hardware, and security variables that support heterogeneous environments

Maximizes application availability by having Sun technicians notify you of problems before impacting your business

Sun monitors and remotely fixes a pre-defined set of issues and manages incidents to completion

Provides access to up-to-date information via the customer portal for review of availability, trouble tickets and resolution times

Sun SM Interim Operations Management Key Features Increased availability and Quality of Service, with least impact on operational costs Faster time-to-business value while maintaining high service levels Access to Sun expertise combined with knowledge transfer Your short-term needs met expertly while helping to lower fixed costs Short-term Services to Help You Implement New Solutions Short-term service implementing new IT solutions that reduce operational risk and accelerate ROI Sun assigns IT operations experts to run new data center environment, bridge transitory skill gaps and up-level IT processes enabled by new technology Getty_AA025668

Key Features

Increased availability and Quality of Service, with least impact on operational costs

Faster time-to-business value while maintaining high service levels

Access to Sun expertise combined with knowledge transfer

Your short-term needs met expertly while helping to lower fixed costs

Short-term service implementing new IT solutions that reduce operational risk and accelerate ROI

Sun assigns IT operations experts to run new data center environment, bridge transitory skill gaps and up-level IT processes enabled by new technology

Sun Managed Operations People

Industry-leading Expertise 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 Implementation manager Customer design engineer (CDE) Customer service manager (CSM) Tier 1 analysts Tier 2 engineers Tier 3 primary support engineers Our people are integral to our service from the beginning

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

Implementation manager

Customer design engineer (CDE)

Customer service manager (CSM)

Tier 1 analysts

Tier 2 engineers

Tier 3 primary support engineers

Implementation Manager (IM) Initiation, design, development, build, test, and implementation phases of the project Project kickoff Implementation plan Making sure your project implementation is a success

Initiation, design, development, build, test, and implementation phases of the project

Project kickoff

Implementation plan

Customer Design Engineer (CDE) Build the design solution to match customer IT and business requirements Technical interchange meetings with customer to guide successful project implementation Develop and build the customer's tailored monitoring and management environment Turn over environment to primary support engineer (PSE) Designing the optimal monitoring and management solution

Build the design solution to match customer IT and business requirements

Technical interchange meetings with customer to guide successful project implementation

Develop and build the customer's tailored monitoring and management environment

Turn over environment to primary support engineer (PSE)

Customer Service Manager (CSM) Overall project management and on-going support Single point of accountability for Sun Managed Operations engagement Change management approval and scheduling Daily/weekly operations reviews Executive reviews Project management and ongoing support

Overall project management and on-going support

Single point of accountability for Sun Managed Operations engagement

Change management approval and scheduling

Daily/weekly operations reviews

Executive reviews

Tier 1 and 2 Analysts and Engineers Sun tier 1 analysts 24/7 environment monitoring Incident identification, validation, ticketing, notification, escalation, and remediation Sun tier 2 engineers Advanced incident diagnosis and cause analysis, and remediation Application maintenance and administration Distributed engineering skills and certifications: network engineering Centralized monitoring and management expertise

Sun tier 1 analysts

24/7 environment monitoring

Incident identification, validation, ticketing, notification, escalation, and remediation

Sun tier 2 engineers

Advanced incident diagnosis and cause analysis, and remediation

Application maintenance and administration

Distributed engineering skills and certifications: network engineering

Tier 3 Primary Support Engineer (PSE) Technical project lead Tuning and optimization Capacity planning Outage/fault report review Technical change management approval Security management Security assessment/audit deliverables Deep technical expertise with you every step of the way

Technical project lead

Tuning and optimization

Capacity planning

Outage/fault report review

Technical change management approval

Security management

Security assessment/audit deliverables

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 & 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

Integrated Delivery Framework The framework for the complete portfolio of Sun Managed Operations delivered worldwide

ControlTower Proprietary technology for gathering performance information from the customer environment ControlTower features receptors that are coded to monitor nearly any piece of infrastructure, anywhere in the world Handles thousands of simultaneous alarms and performs reliably by storing and forwarding data when the Internet connection is not available ControlTower is a key component of the Sun Managed Operations delivery framework. Remote Operations Management Technology: Anytime, Anywhere

Proprietary technology for gathering performance information from the customer environment

ControlTower features receptors that are coded to monitor nearly any piece of infrastructure, anywhere in the world

Handles thousands of simultaneous alarms and performs reliably by storing and forwarding data when the Internet connection is not available

ControlCenter analysts resolve nearly 70% of all incidents at the first line of support. ControlCenter 24x7 centralized operations center for managing and monitoring the customer environment 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 The breadth and depth of our expertise is demonstrated across a wide array of technologies and is continually expanding

24x7 centralized operations center for managing and monitoring the customer environment

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

The breadth and depth of our expertise is demonstrated across a wide array of technologies and is continually expanding

ControlBase Proprietary knowledge base of ITIL-based, best-practice operations management procedures for specific operating environments, applications, infrastructures and technologies Can be customer-specific Can be technology-specific Provides validation and remediation steps for incidents occurring within a wide variety of applications and infrastructure Fully integrated with the ControlPoint (portal), as well as its monitoring and ticketing systems Currently holding thousands of individual remediation procedures, ControlBase's breadth of solutions is continually growing to incorporate newly identified, proven fixes.

Proprietary knowledge base of ITIL-based, best-practice operations management procedures for specific operating environments, applications, infrastructures and technologies

Can be customer-specific

Can be technology-specific

Provides validation and remediation steps for incidents occurring within a wide variety of applications and infrastructure

Fully integrated with the ControlPoint (portal), as well as its monitoring and ticketing systems

ControlPoint 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 User-friendly interface allows the customer to easily navigate and contact ControlCenter support experts if needed Customers can access device status, performance reports, trouble tickets, change management, and inventory and systems configuration information in-context ControlPoint delivers performance and operations management reports for every managed device in a customer's infrastructure.

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

User-friendly interface allows the customer to easily navigate and contact ControlCenter support experts if needed

Customers can access device status, performance reports, trouble tickets, change management, and inventory and systems configuration information in-context

ControlPoint Log-in Screen

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

NETWORK B NETWORK A NOC INFRASTRUCTURE CUSTOMER INFRASTRUCTURE Jumpgate Management Platform On-demand Connection FIREWALL MANAGED DEVICES CTA MANAGEMENT STATIONS JUMPGATE SERVER On-demand connection using strong encryption is created between JG server and CTA Low value; keyboard, video and mouse data passed over the connection. JG server is never connected to the managed devices. No NAT or complex IP routing required. Only a single TCP port is required, this is selectable by the customer. CTA can live on customers DMZ embracing customers security policy Native management consoles launched locally within the customers network One click connection to managed devices (windows, *nix, network, firewall etc…) Ability to launch remediation scripts Full accountability (user access and applications launched) Strong token authentication Management stations use thin client web interface

On-demand connection using strong encryption is created between JG server and CTA

Low value; keyboard, video and mouse data passed over the connection. JG server is never connected to the managed devices.

No NAT or complex IP routing required. Only a single TCP port is required, this is selectable by the customer.

CTA can live on customers DMZ embracing customers security policy

Native management consoles launched locally within the customers network

One click connection to managed devices (windows, *nix, network, firewall etc…)

Ability to launch remediation scripts

Full accountability (user access and applications launched)

Strong token authentication

Management stations use thin client web interface

JumpGate – Screenshot #1 Select Customer #2 Select Devices #3 Connect

Control Tower Appliance (CTA) Overview Monitoring capabilities Provides reactive monitoring - Receives events (SNMP, Syslog, etc.) from server agents or devices Provides proactive monitoring - Polls data (SNMP, ICMP, HTTP, JDBC + other protocols) for alarm generation and reporting Provides predictive monitoring – performs math on multiple data sources to look for pending issues Stores and forwards alerts to support Internet delivery Pushes data back to Sun using secure protocols

Monitoring capabilities

Provides reactive monitoring - Receives events (SNMP, Syslog, etc.) from server agents or devices

Provides proactive monitoring - Polls data (SNMP, ICMP, HTTP, JDBC + other protocols) for alarm generation and reporting

Provides predictive monitoring – performs math on multiple data sources to look for pending issues

Stores and forwards alerts to support Internet delivery

Pushes data back to Sun using secure protocols

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%)

Managed Operations: Incident Management Customers benefit from 24x365 incident management – Identify, Validate, Notify and Resolve. ! 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.

Customers benefit from 24x365 incident management – Identify, Validate, Notify and Resolve.

Managed Operations: Change Management Customers benefit from 24x365 change management – Submit, Approve, Schedule and Filter. 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.

Customers benefit from 24x365 change management – Submit, Approve, Schedule and Filter.

Why Customers Choose Sun Managed Operations

Logistics Computer Services Industry: Automotive Results: 12% reduction in monthly operations expenditures Eliminated the need for three shifts of under-utilized IT operators Implemented stringent management controls based on ITIL best practices Designed a comprehensive disaster recovery solution Established one-stop shop for all operations management functions Challenges: Overburdened IT development team unable to focus on core business Top heavy IT staffing requirement based on need to support 24/7 operations center Absence of in-house security experts to implement protection strategies Solution: Sun Managed Operations secures $4.6M agreement to provide five-year managed services solution Full Sun Managed Services selective sourcing solution including shared resources LOGISTICS COMPUTER SERVICES, INC

Industry: Automotive

Results: 12% reduction in monthly operations expenditures

Eliminated the need for three shifts of under-utilized IT operators

Implemented stringent management controls based on ITIL best practices

Designed a comprehensive disaster recovery solution

Established one-stop shop for all operations management functions

Challenges:

Overburdened IT development team unable to focus on core business

Top heavy IT staffing requirement based on need to support 24/7 operations center

Absence of in-house security experts to implement protection strategies

Solution:

Sun Managed Operations secures $4.6M agreement to provide five-year managed services solution

Full Sun Managed Services selective sourcing solution including shared resources

Information Services Contract Efficiencies gained from: Server consolidation, maintenance consolidation and remote monitoring and management services Reducing server count by more than half while migrating to Sun Fire TM servers powered by the Solaris TM 10 Operating System Sun responsible for IS operations through Sun Managed Operations, including a “technology refresh” to reduce costs and improve service levels “ 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

Efficiencies gained from: Server consolidation, maintenance consolidation and remote monitoring and management services

Reducing server count by more than half while migrating to Sun Fire TM servers powered by the Solaris TM 10 Operating System

Sun responsible for IS operations through Sun Managed Operations, including a “technology refresh” to reduce costs and improve service levels

Chicago Public Schools Industry: Education and Research Results: 99% uptime for the past three years New optical network helps CPS realize significant cost savings Content filtering technology helps CPS comply with federal legislation Two-hour response and resolution time with a quick response ticket system for technical support issues Improved security and firewall protection for 60,000 PCs and 900 servers on CPS system Challenges: Increased frequency of network outages and Internet connectivity issues Deteriorating administrative operations and classroom support because of poor network performance Difficulty collecting and analyzing network performance data due to lack of measurement tools Complexity of managing multiple technology vendors and service providers Solution: Sun Managed Operations provides comprehensive network assessment, management, maintenance and support for CPS LAN/WAN

Industry: Education and Research

Results: 99% uptime for the past three years

New optical network helps CPS realize significant cost savings

Content filtering technology helps CPS comply with federal legislation

Two-hour response and resolution time with a quick response ticket system for technical support issues

Improved security and firewall protection for 60,000 PCs and 900 servers on CPS system

Challenges:

Increased frequency of network outages and Internet connectivity issues

Deteriorating administrative operations and classroom support because of poor network performance

Difficulty collecting and analyzing network performance data due to lack of measurement tools

Complexity of managing multiple technology vendors and service providers

Solution:

Sun Managed Operations provides comprehensive network assessment, management, maintenance and support for CPS LAN/WAN

“ 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

United Utilities Service Delivery Industry: Energy Results: Currently achieving 99.99% system availability Lowered IT support costs for rapid ROI Project completed ahead of schedule and under budget Challenges: Improve operational efficiencies, enhance application performance, reduce operating costs Solution: New IT infrastructure to support mission-critical applications powered by SunFire servers Flexible disaster recovery environment based on Sun StorEdge technologies Backed by Sun Managed Services IOM; SunSpectrum support; training WTL plc, an iForce SM partner/VAR, for hardware installation and configuration assistance

Industry: Energy

Results: Currently achieving 99.99% system availability

Lowered IT support costs for rapid ROI

Project completed ahead of schedule and under budget

Challenges:

Improve operational efficiencies, enhance application performance, reduce operating costs

Solution:

New IT infrastructure to support mission-critical applications powered by SunFire servers

Flexible disaster recovery environment based on Sun StorEdge technologies

Backed by Sun Managed Services IOM; SunSpectrum support; training

WTL plc, an iForce SM partner/VAR, for hardware installation and configuration assistance

Contact Your Sun Sales Representative to Learn More about Sun’s Unique Approach to Your Business. http://www.sun.com/service /managedservices/index.jsp