Commonwealth Aperio Discovery Phase Network Infrastructure040708 V2

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Customer Interaction Management solution in financial services. It is a dynamic solution that enables Customer Relationship Management (CRM), Business Process Management (BPM) and Enterprise Application Integration (EAI) to work in concert, providing the sweet spot of all three products

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Commonwealth Aperio Discovery Phase Network Infrastructure040708 V2

  1. 1. Commonwealth Bank Ltd Discovery -Infrastructure Nassau, April 06-11, 2008 Orlando Moreno omoreno@hotmail.com 408.656.2498 omoreno@hotmail.com 408.656.2498 Page 1
  2. 2. Table of Contents 1 Objective 3 2 Current Infrastructure 4 3 Recommendations 10 3.1 Hardware Sizing 10 3.2 Components and Server Recommendations 11 3.3 Production Environment Summary 12 3.4 Wide Area Network Recommendations 18 4 Aperio General Information 20 4.1 Overview 20 4.2 Core Technologies 22 4.3 Integration Layer 24 omoreno@hotmail.com 408.656.2498 Page 2
  3. 3. 1 Objective The goal for this discovery phase is to evaluate Commonwealth’s current network infrastructure in order to provide a high level hardware and software estimate for the deployment of Aperio. In addition, this exercise would provide Commonwealth’s IT members with an architectural overview of the Aperio solution as it is important to introduce the solution architecture to the key IT members of Commonwealth Bank. omoreno@hotmail.com 408.656.2498 Page 3
  4. 4. 2 Current Infrastructure Following is a recap of the information gathered at the bank during our on site visit the week of April 7th 2008 with Commonwealth’s IT group. Attendees: • Charles Knowles – CB Vice President IT • Felipe Vega – CB Manager IT Applications • Derek Moss – CB Manager IT Operations & Network • Mario Burrows – CB Senior Network Administrator • Orlando Moreno – CBS Senior Program Manager Director 2.1.1 Client Workstations: All Stations are running Microsoft Windows XP Hardware: • Type 1: 80% Percent CPU: Pentium IV RAM: 256 MB OS: Microsoft Windows XP • Type 2: 20% Percent CPU: AMD2 Dual Core RAM: 1 GB OS: Microsoft Windows XP omoreno@hotmail.com 408.656.2498 Page 4
  5. 5. Notes Commonwealth Bank is in the process of replacing all PC’s base with more current HW/ SW technology. About 20% has been replaced already. 2.1.2 Network Operating System • Microsoft Active Directory 2.1.3 LAN • There are roughly 500-550 client PC’s in the network • Protocol used is TCP IP 2.1.4 WAN • Commonwealth’s main platform is based on Cisco routers, mostly 2801 series. • The WAN protocol is OSPF. • Data and Voice traffic runs across the links • Most branches have a T1 link back to the head office and an additional 2.5MB over fibre link back to their backup site Notes T1 links will be migrated to an MPLS network. Migration to start around July 08 Currently there is no QoS running thus voice and data traffic complete over the same bandwidth. omoreno@hotmail.com 408.656.2498 Page 5
  6. 6. 2.1.5 Branch link information High level diagram including links and average estimated number of PC stations per remote branches is shown below omoreno@hotmail.com 408.656.2498 Page 6
  7. 7. Commonwealth – High Level WAN Diagram T1 Branch #3 Branch #4 Branch #5 ICBS Branch #12 Oak Fields Abaco PC’s: 50 Lucaya PC’s: 35-40 PC’s: 15 & # 8 Credit Card PC’s: Unknown FreePort Branch #6 PC’s: Unknown Towne Centre Mall Branch #2 PC’s: 35-40 East Bay Street PC’s: 35-40 B 2 .5 5M 2 .5 M 5 MB MB B T1 2. Branch #7 5 T1 MB 2 .5 M B T1 Cable Beach T1 PC’s: 35-40 Branch #16 T1 Golden Gates PC’s: 30-35 B 2.5M 2.5 T1 PROCESA T1 MB VPN e Dual 50MB Over Fibr Public ISP Links Internet T1 2.5MB Over Fibre Branch #10 PC’s: 40-45 Point to Point T1 Datacenter Branch #11 ( Mortgages) Head Office & PC’s: 10 Branch #1 & # 9 BACKUP SITE omoreno@hotmail.com 408.656.2498 Page 7
  8. 8. 2.1.6 Branch Information Branc Name Number of Links Comments h# Stations 1 Head Office 40+ NA Same location as Datacenter. 100MB switched pipe 2 East Bay Street 35-40 • T1 to Main Office • 2.5MB over Fibre to Backup Site 3 Oak Fields 35-40 • T1 to Main Office • 2.5MB over Fibre to Backup Site 4 Abaco 15 • T1 to Main Office Abaco Island • 5MB over Fibre to Backup Site 5 Freeport 50 • T1 to Main Office Branch # 8 – Credit Card • 5MB over Fibre to Branch #12 – Lucaya Backup Site connected to this branch 6 Towne Centre Mall 35-40 • T1 to Main Office • 2.5MB over Fibre to Backup Site 7 Cable Beach 35-40 • T1 to Main Office • 2.5MB over Fibre to Backup Site omoreno@hotmail.com 408.656.2498 Page 8
  9. 9. Branc Name Number of Links Comments h# Stations 9 Credit Card - Freeport • T1 to Main Office Same location as branch #5 • 5MB over Fibre to Backup Site 9 Credit card in Head • 100 MB switched Local to main Data center Office 10 BACKUP SITE 40-45 • T1 to Main Office Backup site. Branch operating here. Branch 11 in • 50MB over Fibre to same location Backup Site 11 Mortgages 10 • T1 to Main Office Branch in same location as backup site and branch 10 • 50MB over Fibre to Backup Site 12 Lucaya ( Freeport) • T1 to Branch #5 Branch in Freeport. Main connection to branch #5. • 5MB over Fibre to Additional 5MB link to Backup Site backup site 16 Golden Gates 30-35 • T1 to Main Office • 2.5MB over Fibre to Backup Site omoreno@hotmail.com 408.656.2498 Page 9
  10. 10. 3 Recommendations 3.1Hardware Sizing 3.1.1 General • All equipment should have at a minimum RAID 1 (Mirrored drives) redundancy levels • We recommend the use of load balancing capabilities in order to increase performance and also create redundant systems on each component thus decreasing the single point of failure risk. 3.1.2 Assumptions • Total number of Concurrent Users: Less than 125 concurrent • Redundancy is accounted for in the live environment but it does not include Disaster recovery • In determining this sizing it is assumed that users submit transactions at a rate of 1 every 30 second. Machine Minimum Specification Internal Channel Intel Dual Core Processor, 2Gb Ram, 2x 36Gb Drive Raid 1 Web & CRM Server Communicator Intel Dual Core Processor, 2Gb Ram, 2x 36Gb Drive Raid 1 Server SQL Database Intel Dual Core Processor, 4Gb Ram, 5x 36Gb Drive Raid Server 10 or RAID 5 Jacada Server JIS Intel Dual Core Processor, 2Gb Ram, 2x 36Gb Drive Raid 1 omoreno@hotmail.com 408.656.2498 Page 10
  11. 11. Doc Plus Server Intel Dual Core Processor, 2Gb Ram, 2x 72Gb Drive Raid 1 Deployer Pentium IV processor, 1GB RAM, 4GB Drive Workstation Load balancing can be achieved by utilizing Content Services Switches, (i.e. Cisco CSS family) 3.2Components and Server Recommendations 3.2.1 Configuration Production Environment 3.2.1.1 Web / CRM Servers – 1 Server This server will be used to deliver the pages, via IIS, to the end user. It will also process the business logic that drives the user interface and interactions for the staff. These components can be separated in order to achieve better performance and security if desired 3.2.1.2 Communicator Server – 1 Server Communicator provides the message integration between the CRM server and the host. 3.2.1.3 Jacada Server – 1 Server JI/JIS also provide integration between the CRM servers and the host, as well as Client and host. omoreno@hotmail.com 408.656.2498 Page 11
  12. 12. 3.2.1.4 Database Server – 1 Server This server is used for the storage of the Aperio and Communicator databases • 1 – MSSQL Server for the entire solution • 1 – Drive Array for database storage. (Optional, as the storage could be included in the same server hosting the database engine) Typical requirement for 125 concurrent users would require available disk space in the region of 40 GB. This may increase at a rate of 1 GB per year if no maintenance to transactional records is performed on the databases. This assumes that the drive array is RAIDED. We recommend this array to be in RAID 10 or RAID 5. We also recommend the use of smaller drives and more quantity, rather than bigger drives and less quantity. This significantly helps the disk I/O performance 3.2.1.5 DocPlus Server – 1 server. This server provides the CBS DOC plus software solution that allows you to create customized notices, checks, and forms by using the spooled print files on your IBM iSeries. 3.2.1.6 Deployer Workstation - 1 PC Station This workstation is typically used for the Deployment of the Configuration Tools for Aperio. 3.3Production Environment Summary Based on the information above, the following is a summary for the quantity of servers recommended: Server OS Memory Processor Disk 1 X Aperio Web / CRM Windows 2GB 1 X Intel 2 X 36GB drives RAID 1 Server 2003 server Dual Core 1 X Communicator Windows 2GB 1 X Intel 2 X 36GB drives RAID 1 omoreno@hotmail.com 408.656.2498 Page 12
  13. 13. Server 2003 server Dual Core 1 X Jacada JI/JIS Windows 2GB 1 X Intel 2 X 36GB drives RAID 1 Server 2003 server Dual Core 1 X Doc Plus Server Windows 2GB 1 X Intel 2 X 36GB drives RAID 1 2003 server Dual Core 1 X MS SQL Server Windows 4GB 2 X Intel 5x 36Gb Drive Raid 10 or 2005 2003 server Dual Core RAID 5 1 X Deployer Station Windows XP 1-2GB 1 X Pentium 36GB IV or greater Suggested Hardware Diagram: Suggested Production ( Total Servers 5) MS SQL SERVER Communicator Jacada JI / JIS Doc Plus IIS / CRM Production Development / QA Environment Your Development environment would be the one in which all development and coding would take place. Once changes are made and coded, your QA environment would be updated to be used as your test area. Final coded and tested changes would be loaded to production. We recommend the use of Virtual Servers such as VMware ESX. The following is the suggested infrastructure: Note - a deployer Workstation will be required for either configuration. omoreno@hotmail.com 408.656.2498 Page 13
  14. 14. Dev / QA Servers OS Memory Processor Disk 1 X Aperio Web / Windows 2003 2GB 1 X Intel Dual Core 36GB CRM Server server QA Environment 1 X Aperio Web / Windows 2003 2GB 1 X Intel Dual Core 36GB CRM Server server DEV Environment 1 X Communicator Windows 2003 2GB 1 X Intel Dual Core 36GB Server server Shared for both environments 1 X Jacada JI/JIS Windows 2003 2GB 1 X Intel Dual Core 2 X 36GB drives Server server RAID 1 Shared for both environments 1 X Doc Plus Server Windows 2003 2GB 1 X Intel Dual Core 2 X 36GB drives server RAID 1 Shared for both environments 1 X MS SQL Server Windows 2003 4GB 1 X Intel Dual Core 100 GB – RAID 2005 Shared for both server highly recommended environments 1 X Deployer Station Windows XP 1GB 1 X Pentium IV or 36GB greater Shared for both environments omoreno@hotmail.com 408.656.2498 Page 14
  15. 15. Notes Dev / QA Solution Without VMware: • 1 MSSQL Server - Shared for both environments (Development and QA) • 1 Communicator - Shared for both environments (Development and QA) • 1 IIS/CRM - QA • 1 Jacada - QA • 1 Doc Plus - Shared for both environments (Development and QA) • 1 IIS/CRM/Jacada – Dev With VMware: • 1 MSSQL Server - Shared for both environments (Development and QA) • 1 – VMware ESX Server Dual Xeon Pentium. 8GB RAM. This Virtual Server should be able to accommodate about 8-16 simultaneous virtual machines. This should be enough for both environments. omoreno@hotmail.com 408.656.2498 Page 15
  16. 16. Suggested Hardware Diagram: Suggested QA and Development Environments ( 6 Physical Servers. No VMWARE) MS SQL QA / Dev Srv CRM/IIS QA Srv Communicator QA / Dev Srv Jacada JI/JIS QA Srv Doc Plus QA / Dev Srv CRM/IIS/Jacada Dev Srv Suggested QA and Development Environments with VMWARE ( 2 Physical Server . 5 Virtual Servers) MS SQL QA / Dev Srv CRM/IIS QA Srv Communicator QA / Dev Srv Jacada JI/JIS QA Srv VMWare Server Hosting Virtual Machines CRM/IIS/Jacada Dev Srv Doc Plus QA / Dev Srv Notes We recommend the use of physically separated servers for those environments (QA & Dev), however, if consolidation is preferred, then the QA and Dev environments can be reduced to a 4 server farm by performing the following consolidation: • 1 MS SQL Server  Both environments (QA & Dev) • 1 Aperio CRM/Web Server  Both Environments (QA & Dev) • 1 DocPlus / Jacada Server  Both Environments (QA & Dev) • 1 Communicator Server  Both Environments (QA & Dev) With VMware or Virtualization it would be: • 1 MS SQL Server ( Physical)  Both environments (QA & Dev) omoreno@hotmail.com 408.656.2498 Page 16
  17. 17. • 1 Aperio CRM/Web ( Virtual) Server  Both Environments (QA & Dev) • 1 DocPlus / Jacada Server (Virtual)  Both Environments (QA & Dev) • 1 Communicator Server (Virtual)  Both Environments (QA & Dev) Physical View Below is a diagram containing a physical view for the solution. Note: Please note we have included the option of consolidating the Jacada and DocPlus components in this diagram. Even though we recommend those components be kept separately, the option to consolidate them can be evaluated and implemented based on the client preference and strategy. Physical Diagram Bank Branch ` ` ` ` PROD PROD Jacada JI /JIS & DOCplus Communicator Branch PROD PROD MS SQL Cluster Server Aperio IIS / CRM ` ` ` ` Branch Bank iSeries /s • Production • QA • Development ` ` ` ` VMWare ESX Server ` Build WS Fiserv Remote Dev / QA Bank Disaster / Replication site VPN ` MSSQL IIS/CRM COMMUNICATOR JI/JIS DOCplus VMWare ESX omoreno@hotmail.com 408.656.2498 Page 17
  18. 18. 3.4Wide Area Network Recommendations 3.4.1 Workstation estimated bandwidth requirements Workstations running the application will require the download of web pages. The size of those pages can vary in the range of 6k-12k, depending on the design, since Aperio provides the flexibility to define and configure process and screens per the business requirements. In addition to the web pages the business also requested the ability to retrieve images (color pictures). The size range of these images can vary between 60-100k. For these pictures, we estimated an average available bandwidth of 20k-25k for a timely download. Overall, we took 20k as our base bandwidth per station. This should accommodate the image download, as well as the regular page. However, if image downloads are not used on a periodic basis, we can then estimate the base bandwidth at 9k per station. Following are our assumptions and our estimated bandwidth along with the assumptions on the minimal requirements for simultaneous requests (availability factor). 3.4.2 Assumptions • Average of 4 Aperio stations per branch • Engagements to be about one every 10 minutes or so • Application to require about 20k with images and 9k with less use of images and document downloading per user per screen • Up to 2 workstations (50%) and up to 1 workstation (25%) per branch, to start an engagement simultaneously at any given point of time. (This is used only as an estimate and for traffic reference. If there are more requests at the same time, they would also be served; however, the response time would increase). • For the main links, it is assumed availability factor for up to 50% of the overall traffic going across the links. We are also providing the estimate, based on availability factor of 25% omoreno@hotmail.com 408.656.2498 Page 18
  19. 19. • The suggested bandwidth is only for the application. All other traffic requirements will need to be added 3.4.3 Conclusions Based on the information provided as well as the high level review of the current infrastructure, below are our comments and recommendations We strongly recommend implementing QoS and or any technology that can provide Commonwealth with the ability to control and prioritize traffic across their Wide Area Network. Voice traffic across the WAN links creates a very unpredictable bandwith requirement as the number of concurrent interoffice calls that could happen simultaneously during any given point of time could cause temporary degradation in the response time across the WAN. We understand Commonwealth will be implementing QoS sometime in 2008 which strongly recommend. omoreno@hotmail.com 408.656.2498 Page 19
  20. 20. 4 Aperio General Information 4.1Overview CSB Aperio is the next generation Customer Interaction Management solution and the culmination of Fiserv’s 10+ years’ experience in servicing and interaction management and 20+ years’ in financial services. It is a dynamic solution that enables Customer Relationship Management (CRM), Business Process Management (BPM) and Enterprise Application Integration (EAI) to work in concert, providing the sweet spot of all three products. This combination puts CBS Aperio above the competition as it provides the means for your organization to: • Improve efficiency and increase profit through Business Process Automation. omoreno@hotmail.com 408.656.2498 Page 20
  21. 21. • Provide Intelligent Interactions to deliver a personalized service • Enable a Single View of your customers: relationships, accounts, and interactions • Provide Channel Integration to deliver consistency and quality regardless of touch point • Deliver Integrated Workflow to ensure follow-up between departments • Provide a Flexible Architecture which enables fast market and regulatory responses • Make Every Contact an Opportunity to Sell product, generate loyalty, and reduce attrition This in turn will help to generate profit and growth by unleashing the power of your organization to finally deliver on the following: • Single customer view to dramatically improve customer interactions • Ensure consistency and quality of service across all channels • Empower your whole organization to deliver on the promises made • Track and remedy operational inefficiencies • Track regulatory compliance omoreno@hotmail.com 408.656.2498 Page 21
  22. 22. 4.2Core Technologies Aperio is based on Microsoft DNA (Distributed iNternet Architecture) and .NET components and embraces other industry standards and technologies. Through the use of the technologies listed below, Aperio is able to interoperate with any other platforms that may exist within an organization. omoreno@hotmail.com 408.656.2498 Page 22
  23. 23. • Windows 2003 Servers • ASP/ASP.NET For dynamic content generation. • C++ The majority of Aperio components are written in C++. Where performance is less of an issue, some components may be implemented in Visual Basic. • .NET Languages The Aperio Software Development Kit (SDK) supports the creation of new extension components in any of the languages supported by the .NET Framework, for example C# and Visual Basic .NET. • COM (Component Object Model) including DCOM where distributed components are involved. • HTML The non-proprietary format based upon SGML and standard for publishing hypertext on the World Wide Web. • HTTP The most commonly used protocol on the Internet for transferring document content, for example, HTML and XML. Can also used internally for messaging as an alternative to DCOM. • IIS (Internet Information Server) The standard Microsoft web server. • OLE DB Microsoft’s standard data access technology, used throughout the Aperio system. • SQL Server 2005 Microsoft’s primary relational database offering. • XML (eXtensible Markup Language) The predominant data interchange format for distributed applications. Also used within Aperio for storing and managing configuration information. • XSLT (XML Stylesheet Language Transformations) Used for the transformation of XML into other formats, usually HTML. omoreno@hotmail.com 408.656.2498 Page 23
  24. 24. 4.3Integration Layer CBS Aperio was designed by Fiserv CBS Worldwide from the ground up to provide a flexible architecture. CBS Aperio includes an integration layer, which is not tied to a specific core solution. CBS Aperio is designed to “keep data where it belongs.” It does not force an organization to import customer data into its database. CBS Aperio simply identifies where the data resides and retrieves it in seconds. This eliminates the need to maintain a separate database, eliminates disruption and maximizes an institution’s IT investment. Fiserv CBS Worldwide does provide integration to our product set as a starting point for existing customers. The CBS Aperio integration layer is an XML-based solution that provides a common, industry-standard interface to integrate dissimilar financial services systems into one contiguous, interwoven solution. It is built on the concept of Services — a collection of related messages — and Service Provider Adaptors, which perform the action requested by the particular message. Overall the Integration layer provides an Integration Framework, Routing Module, Security Module, Contact Log, and Service Provider Adapter as shown below:  Integration Framework Incoming messages arrive using a standard HTTP protocol     Routing Module Messages are validated against   the appropriate service schema   Security Module Message credentials are validated  Contact Log All transactions are logged  Service Provider Adapter Messages are transformed through the adapter for the  Host Service Provider Messages and responses are managed through the Host omoreno@hotmail.com 408.656.2498 Page 24
  25. 25. Your contact point for further information is: Orlando Moreno omoreno@hotmail.com 408.656.2498 omoreno@hotmail.com 408.656.2498 Page 25

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