Qualcomm to Cut Email Recovery Time from 10 Minutes to less than 30 Seconds with Microsoft Exchange Server 2010 Case Study

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Qualcomm to Cut Email Recovery Time from 10 Minutes to less than 30 Seconds with Microsoft Exchange Server 2010 Case Study

  1. 1. Microsoft Exchange Server 2010 Customer Solution Case Study Qualcomm to Cut E-Mail Recovery Time from 10 Minutes to Less Than 30 Seconds Overview Country or Region: United States Industry: Telecommunications─Wireless telecommunications Customer Profile Qualcomm is a leading developer of technologies and products for the telecommunications industry. Based in San Diego, California, Qualcomm has offices worldwide and more than 16,000 employees. Business Situation Qualcomm wanted to ensure that e-mail and other communications tools were continuously available. But if a site or server failure occurred, users could spend up to 10 minutes without service. Solution To improve availability, Qualcomm is implementing Microsoft® Exchange Server 2010. Qualcomm is also integrating the solution with Microsoft Office Communications Server 2007 R2. Benefits • Increases availability • Eases deployment • Improves administration • Enhances collaboration “In moving from Exchange Server 2007 to Exchange Server 2010, the big driver will be the changes to service availability…. We can design a system that will have a much higher level of uptime.” Steven Presley, IT Engineer—Staff, Qualcomm Qualcomm, a leading developer and innovator of advanced wireless technologies, products, and services, wanted to reduce e-mail downtime. A data center outage could interrupt service for thousands of users across the country. To improve availability, Qualcomm is deploying Microsoft® Exchange Server 2010 and using its new Database Availability Group feature and continuous data replication to automate recovery and improve site resilience. As a result, Qualcomm expects to recover from any type of failure in less than 30 seconds, compared to the 10 minutes it has taken with traditional failover clusters. The company anticipates easier and faster deployment, and more options for designing and managing its infrastructure. Qualcomm employees will also benefit from a unified communications solution that includes better access to instant messaging and other communications tools.
  2. 2. Situation Established in 1985 in San Diego, California, Qualcomm is a pioneer in wireless communications. It introduced Code Division Multiple Access technology in 1989, and its current intellectual property portfolio includes more than 11,000 United States patents for wireless technologies. Its products and services include chipsets for mobile devices in addition to consumer electronics and mobile content management services. Qualcomm has more than 16,000 employees and 146 locations globally. With a geographically distributed work force, the company looks for innovative solutions to help employees stay connected. In addition to e-mail, Qualcomm employees use a variety of communications tools including instant messaging (IM) and an internal blog. In May 2009, Qualcomm deployed a unified communications solution based on Microsoft® Office Communications Server 2007 R2 and Microsoft Exchange Server 2007, and a pilot group of employees are using it for Web and audio conferencing. After giving employees access to multiple communications tools, Qualcomm decided to improve availability. The company has 74 offices in the United States, supported by five main data centers including a disaster recovery site. The company also has branch offices and regional data centers worldwide. Qualcomm had implemented failover clusters and new replication technologies with Exchange Server 2007, but the clusters in each data center were still managed independently. If a mailbox server failed, it could take up to 10 minutes to fail over to another node in the same cluster. In the meantime, users suffered from disrupted service. “Areas that we’ve been focusing on lately are business uptime and disaster recovery,” says Steven Presley, IT Engineer—Staff at Qualcomm. “We started seriously looking at ways to keep mailboxes online and data moving even if one of our main data centers goes offline.” Solution When Qualcomm learned that Microsoft Exchange Server 2010 would be released, it became an early adopter to take advantage of new features that it believed would improve availability and site resilience. For example, Qualcomm could use the Database Availability Group feature in Exchange Server 2010 to replicate e-mail data between data centers. A Database Availability Group is a set of mailbox servers that uses continuous replication to automate recovery from failures at the disk, server, or data center level. “Exchange Server 2010 offers site-to-site resiliency, which is something we’ve been interested in for some time,” says Presley. “One of the big drivers for this migration is to move to a site-to-site failover design.” Next, the company tested Exchange Server 2010 with assistance from Microsoft Services. “It was helpful to have consultants available to us when we had a question, because initially there wasn’t a whole lot of documentation available,” says Presley. “So our best resource was a phone or an IM conversation with Microsoft Services consultants, who answered all of our questions for us.”
  3. 3. Qualcomm is currently collecting feedback from a pilot group of 150 users, and it will use the information to plan the next phase of implementation. The company is already anticipating major changes in data center management with Exchange Server 2010. By using Database Availability Groups, the company can implement a high-availability solution that handles both on-site and off- site data replication. Instead of using storage groups and a single copy cluster as it did with earlier versions of Exchange Server, Qualcomm will continuously replicate e-mail data and maintain two database copies on a server at each data center. If a site-level failure happens at the active data center, the mailbox databases will automatically fail over and activate another location. Deployment will also change. Before, Qualcomm would build a failover cluster and then install Exchange Server at each data center. With Exchange Server 2010, the company will add new mailbox servers and database copies to an existing Database Availability Group as it rolls the solution out worldwide. Qualcomm administrators also expect that migration to Exchange Server 2010 will be easier because they can move mailboxes between databases without taking users offline. The company will begin wide-scale deployment in early 2010. In addition, Qualcomm is implementing a new feature called Role Based Access Control (RBAC). By doing so, the company can create management roles for individuals or groups that are limited to certain tasks such as increasing users’ mailbox storage quotas. Presley says, “We can use Role Based Access Control to manage in fine detail the tasks that people can perform.” The changes will affect more than administrators—Qualcomm is also using Exchange Server 2010 to move its unified communications strategy forward. Qualcomm employees can already use presence information available with the Microsoft Office Communicator 2007 R2 client to see who is online and available. Exchange Server 2010 extends this capability by providing presence data within the Microsoft Outlook® Web App messaging and collaboration client so that Qualcomm employees know immediately if they should call, IM, or send an e-mail. They also use new features such as Conversation View to quickly identify the most recent messages and the chain of responses, and MailTips to get alerted when Exchange Server 2010 detects a potential problem with an e-mail message before it is sent. For example, MailTips can alert users if a file size is too large, or a recipient is unavailable. For even more extensibility, Qualcomm is taking advantage of enhanced Exchange Web Services—an application programming interface introduced in Exchange Server 2007—to give employees with Linux and other operating systems access to Exchange Server functionality such as calendar and contact sharing. Benefits By implementing Exchange Server 2010, Qualcomm is improving availability while simplifying management. Employees experience better uptime and new features that enhance collaboration. Increases Availability “[Previously] we had to do all of our migration at night outside of business hours…. But with Exchange Server 2010, we can move mailboxes while users stay online and migrate much faster.” Steven Presley, IT Engineer—Staff, Qualcomm
  4. 4. With each Exchange Server upgrade, Qualcomm has gained usability features such as better calendaring and meeting management. Now the company expects to improve service further by increasing availability. “Before, there was a single copy of the data on the cluster, so the only thing that was really high-availability was the hardware,” says Presley. “But with Exchange Server 2010 and Database Availability Groups, you get both hardware and application resilience.” Instead of using traditional failover clusters and restoring from backups if there is a failure, Qualcomm will use Database Availability Groups for built-in redundancy. As a result, the company expects to recover from a failure—whether at the mailbox, server, or site level—in less than 30 seconds. “In moving from Exchange Server 2007 to Exchange Server 2010, the big driver will be the changes to service availability,” Presley says. “The new high- availability framework, combined with Role Based Access Control, was a driving factor for me to roll this out, because we can design a system that will have a much higher level of uptime.” Eases Deployment Because Qualcomm has global operations, the enterprisewide deployment of any product can be complicated. However, the company looks forward to simplifying implementation with the easy deployment process for new solution’s Database Availability Group. “One of the best things you can ask for in a large environment is that every server deployed is the same as all the others,” says Presley. “So we look forward to less troubleshooting and faster deployment with Exchange Server 2010.” He points out that deployment will also be easier because his team can migrate mailboxes during business hours. “When we upgraded from Exchange Server 2003 to Exchange Server 2007, we had to do all of our migration at night outside of business hours,” he says. “That really affected migration speed. But with Exchange Server 2010, we can move mailboxes while users stay online and migrate much faster.” Improves Administration By implementing Exchange Server 2010, Qualcomm has more opportunities to transform its IT infrastructure. For example, the company is currently evaluating different storage possibilities. The new version of Exchange Server requires less storage performance, which means that Qualcomm can use lower cost storage products while improving availability. “Exchange Server 2010 opens up some options that we didn’t have before,” says Presley. “Even if we decide to continue using a storage area network, we don’t necessarily have to use a Tier 1 configuration. We can use a lower tiered storage solution and still cut costs while increasing our mailbox size.” Administrators also benefit from more flexibility, says Presley. “We can delegate routine tasks to other groups with Role Based Access Control—a perfect example is changing a user’s storage quota. Because we can hand off those tasks more easily with Exchange Server 2010, our core messaging team can refine its own projects and have more time to do other things.” Enhances Collaboration “Using MailTips in Exchange Server 2010 to see if someone is available before you send the message is straightforward timesavings.... It makes the workflow much more efficient.” Steven Presley, IT Engineer—Staff, Qualcomm
  5. 5. Qualcomm is already receiving enthusiastic feedback from employees, many of whom rely on the company’s unified communications solution to collaborate. They have access to all of their communications in their inbox from almost any device or Web browser, and they can use new features such as Conversation View to stay organized. Because messages from a single conversation are grouped together, users can identify the most recent communication quickly and delete, move, or otherwise manage an entire conversation chain. Employees also use the MailTips feature to work more productively. MailTips are informative messages that are automatically displayed to users when they’re composing an e-mail message. They address a variety of scenarios, such as when a colleague is unavailable or an attachment is too large to send. “Using MailTips in Exchange Server 2010 to see if someone is available before you send the message is straightforward timesavings,” says Presley. “From the perspective of end users, it makes the workflow much more efficient.” Microsoft Exchange Server 2010 Microsoft Exchange Server 2010 can help you achieve better business outcomes while controlling the costs of deployment, administration, and compliance. Exchange Server 2010 delivers the widest range of deployment options, integrated information leakage protection, and advanced compliance capabilities, which combine to form the best messaging and collaboration solution available. For more information about Microsoft Exchange Server 2010, go to: www.microsoft.com/exchange For more information about Microsoft unified communications, go to: www.microsoft.com/uc For More Information For more information about Microsoft products and services, call the Microsoft Sales Information Center at (800) 426- 9400. In Canada, call the Microsoft Canada Information Centre at (877) 568- 2495. Customers in the United States and Canada who are deaf or hard-of-hearing can reach Microsoft text telephone (TTY/TDD) services at (800) 892-5234. Outside the 50 United States and Canada, please contact your local Microsoft subsidiary. To access information using the World Wide Web, go to: www.microsoft.com For more information about Qualcomm products and services, call (858) 587- 1121 or visit the Web site at: www.qualcomm.com This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Document published October 2009 Software and Services • Microsoft Server Product Portfolio − Microsoft Exchange Server 2010 Enterprise • Microsoft Office − Microsoft Office Communications Server 2007 R2 − Microsoft Office Communicator 2007 R2 • Services − Microsoft Services • Technologies − Microsoft Outlook Web App
  6. 6. Qualcomm is already receiving enthusiastic feedback from employees, many of whom rely on the company’s unified communications solution to collaborate. They have access to all of their communications in their inbox from almost any device or Web browser, and they can use new features such as Conversation View to stay organized. Because messages from a single conversation are grouped together, users can identify the most recent communication quickly and delete, move, or otherwise manage an entire conversation chain. Employees also use the MailTips feature to work more productively. MailTips are informative messages that are automatically displayed to users when they’re composing an e-mail message. They address a variety of scenarios, such as when a colleague is unavailable or an attachment is too large to send. “Using MailTips in Exchange Server 2010 to see if someone is available before you send the message is straightforward timesavings,” says Presley. “From the perspective of end users, it makes the workflow much more efficient.” Microsoft Exchange Server 2010 Microsoft Exchange Server 2010 can help you achieve better business outcomes while controlling the costs of deployment, administration, and compliance. Exchange Server 2010 delivers the widest range of deployment options, integrated information leakage protection, and advanced compliance capabilities, which combine to form the best messaging and collaboration solution available. For more information about Microsoft Exchange Server 2010, go to: www.microsoft.com/exchange For more information about Microsoft unified communications, go to: www.microsoft.com/uc For More Information For more information about Microsoft products and services, call the Microsoft Sales Information Center at (800) 426- 9400. In Canada, call the Microsoft Canada Information Centre at (877) 568- 2495. Customers in the United States and Canada who are deaf or hard-of-hearing can reach Microsoft text telephone (TTY/TDD) services at (800) 892-5234. Outside the 50 United States and Canada, please contact your local Microsoft subsidiary. To access information using the World Wide Web, go to: www.microsoft.com For more information about Qualcomm products and services, call (858) 587- 1121 or visit the Web site at: www.qualcomm.com This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Document published October 2009 Software and Services • Microsoft Server Product Portfolio − Microsoft Exchange Server 2010 Enterprise • Microsoft Office − Microsoft Office Communications Server 2007 R2 − Microsoft Office Communicator 2007 R2 • Services − Microsoft Services • Technologies − Microsoft Outlook Web App

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