This document provides an overview of Sybase's global IT infrastructure, including: - 5 data centers located across the US, UK and Hong Kong supporting over 3100 physical servers and 3500 VMs - 1.5 petabytes of storage from various vendors and 120TB of backups per week - Metrics on help desk tickets, messaging/mobility users, Access Anywhere/VDI instances - Organization of infrastructure teams into Networks, Client Infrastructure, Data Centers, Applications groups - Use of operations teams in India for lower-cost support

1. Global IT Infrastructure Services
Sybase Infrastructure
RobertMobley
May2012

2. 2
Infrastructure Overview
Data Centers: 5 (Dublin CA, Englewood CO, Concord MA, Maidenhead
UK, Hong Kong)
 Physical Servers: 3100 (Dell, IBM, Sun and HP)
– Over 3500 VMs (server class and desktop VMs)
– 15 Virtual Centers and 330+ ESX servers (primarily blades)
– VMware, IBM LPAR, SUN LDOM and Containers
 Storage: 1.5 Petabytes (EMC, NetApp, Dell/Compellent, Nexsan, HDS)
 Backups: 120 TB per week (Symantec NetBackup, Data Domain)
32%
26%
24%
5%
3%
9%
1%
Solaris
Linux
Windows
AIX
HPUX
ESX
Others
46%
30%
24%
Physical Servers
Server VMs
Desktop VMs

3. 3
Infrastructure Overview
Client workstation and virtual desktops:
6000 desktops: primary OS XP, 80% Dell laptops, TCO $1200 / System / year
Access Anywhere (shared virtual desktop) enabled users: 2452, TCO $800 / instance / year
Virtual Desktop Machines deployed (VDI) 1952 , TCO $1200 / System / year
22 FTE to support physical and virtual desktops
9 FTE on Global Resolver team for second level support for Client Infrastructure
Help Desk:
Avg. 6000 support tickets handled per month placed by call, web or email request
41% ticket first call resolution rate
Average time per call: 5 mins
8 FTE on the Help Desk for 24/7 support
Messaging, Mobility and Cellular:
6000+ Lotus Notes email boxes, 3000 distribution lists, 19.6M messages / month, 30 TB of email data
2200 Sybase mobile devices – combination of iOS, Android, Windows Mobile and Blackberry. BYOD reduced hardware
costs by $11k USD / month
Cellular: 900K minutes, 250K SMS messages, 1.9 TB of data services, $300K USD/ month globally
Afaria as a service providing mobile management and SUP apps to 30k+ devices
4.5 FTE to support messaging, mobility and cellular

4. 4
Infrastructure Overview
• Data Network:
Verizon MPLS (2.1 Gbps combined capacity)
Internet: 6 Points of entry/exit (300 Mbps combined capacity)
VPN: 5 gateways (Average of 477 sessions at any time)
• Video Conferencing:
56 Polycom room-based units (18K Minutes / 530 connections per month typical)
350 Cisco desktop units (88K Minutes per month typical)
2 Cisco Telepresence units (408 Minutes per month typical)
• Telephony:
Global implementation Cisco IP telephony (2.1M minutes per month typical, 5000 phones)
Call routing between all offices using Sybase WAN
EMEA and North America based Call Center (34 agents)

5. 5
Infrastructure Overview
• Databases:
ASE, DB2, Microsoft SQL Server, and ASA (200 databases, 4 TB data)
• Application and Web Servers:
EAServer, Sun Web servers, Load Balancers (Approx. 250 services)
• SAP System Landscapes:
150 Servers, 50 Instances
Business Solutions: 2 CRMs (5 tier), 1 BW (5 tier), 2 PI (5 tier)
Support Platform: 2 SolMan
Education: IDES
Technical Components: TREX, Portal, Web Dispatcher, NetWeaver Gateway, NetWeaver
Mobile, NWDI

6. 6
Organization Structure
Our organization is comprised of four primary functional groups:
 Networks
 Client Infrastructure
 Data Centers
 Application Infrastructure
•Each functional group has an Architecture and Engineering function (Build) and
an Implementation and Operation function (Run). The focus is on migrating the
Run functions to low cost geographies, freeing up individuals to transition into the
Build function.
•Members of the Engineering teams tend to be the most experienced and highly
skilled members of the team. They are responsible for strategic planning,
roadmap development, architecture, design of new systems, and project
management for larger projects.
•Operations is responsible for Break/Fix, Move/Add/Change/Delete, most
administrative functions, implementation of new systems as members of a team,
and some limited project management of basic projects.

7. 7
Low Cost Support Model
• All of the Infrastructure teams have an Operations component in
Pune, India. For Applications Infrastructure (GAIT), Data Center, and
Client Infrastructure, these teams handle 7x24 support on a global
basis. Network Operations is staffed by 3 contractors in Dublin, CA
who handle 5x24 support. Network Implementation staff cover the
other 2 days.
• All Operations staff are responsible for working cases regardless of
location. We capture metrics on the number of out of geography
ticket are resolved by individual to determine our success.
• All managers up to and including me are on call 7x24x365 to handle
escalations.

8. 8
Infrastructure Services
Network Client Infrastructure
• WAN
• LAN
• Internet
• VPN (IPsec and SSL)
• One-time password authentication
• Remote access services (iPass)
• Wireless
• IP telephony systems (Cisco)
• Voicemail
• Audio conferencing (internal and external)
• Web conferencing (internal and external)
• Video conferencing (internal and external)
• Perimeter security (firewalls, IDS, etc)
• Security incident response
• Risk assessment
• Windows AD architecture
• Desktop applications
• Lotus Notes
• Lotus SameTime (Chat)
• AccessAnywhere Virtual Desktop
• ELT support
• MS Office
• Windows O/S
• Anti-virus
• Patching (Servers and workstations)
• Microsoft licensing and compliance
• Help desk
• Password synchronization
• Mobile messaging and Cellular devices /plans
• Desktop backup and encryption
Data Center Applications Infrastructure
(GAIT)
• Physical and virtual servers
• Server OS (Unix, Linux, Windows)
• SAN / storage infrastructure
• High Availability design, support
• Backup/Restore
• Enterprise Monitoring
• Power and cooling management
• Data Center/Lab support
• Disaster Recovery services
• Virtual Infrastructure for VDI/AccessAnywhere
• Engineering Development support
• Cloud Services (PAAS, IAAS)
• R&D (Engineering and IT)
• Our First Adopter Program
• ASE, DB2, MS SQL Server builds and administration
• SAP Solution System Landscape design,
implementation, operation and maintenance
• SAP ASE OS/DB Migration
• SAP NetWeaver Mobile Infrastructure/Integration
• SAP Solution Manager, NWDI
• Web and application server builds and administration
• SSL certificate management
• Load balancers
• FTP services
• Web Single Sign-on / Federated sign-on
• LDAP (where it is independent of AD)

9. 9
Organization Philosophy
We must keep our services running to meet our SLAs
 This requires an operation effort as the base of our organization. Everything else builds
on this.
Implementation is project based, and thus should be done in a different
level from operations
 Implementation of already engineered solutions requires an intermediate degree of
autonomy and experience
Engineering new solutions requires a higher degree of experience and
knowledge.
Architecture requires an ability to think beyond what is currently available
and as such requires the highest degree of experience and knowledge.

10. 10
Organization Philosophy
• Outsource or out-task the work that is commodity
• Actively manage our vendors, especially outsourcers.
• Work together
• Have a global approach to everything we do.

11. 11
Engagement with Global Infrastructure
There are three ways for work to enter our organization
• Problem Tickets = Deliver to SLA
• Projects with resource plans = Deliver to project timeline
• Management assignment = Deliver to expectation
Work can be escalated through management to change the delivery
Do not accept incident work without tickets. If one does not exist, you
must create it.
Do not accept project work without a project plan. Insist on a scope and
project plan that includes how many hours of what skill set are needed at
what time. If it doesn’t exist, negotiate with the PM.
Be careful in taking or giving management assignment. Remember that
something has to give.

12. 12
Service Line Management
Each Part of the organization offers lines of service that are individually
identifiable
These are broken out on ESA (time tracking) so that the cost of supporting
the service is visible
We have been working toward tracking the costs separately so that we can
demonstrate the cost of service
Service owners are asked to think as if they were in business for
themselves:
 Is the price point competitive in the market?
 Should I continue to offer this service?
 What changes can I make to improve the position in the market?
 Is the service level competitive in the market?
 Am I measuring the right things to manage my service?

13. 13
Service Line Management - Client Infra

14. 14
Service Line Management - Data Center

15. 15
Service Line Management - Apps Infra

16. 16
Service Line Management - Network

17. 17
Metrics
Data Center
# of physical servers
# of virtual servers
% of capacity – Power, AC, Space for each data
center
SLA performance
# tickets
Amount of backup / storage
% capacity of backup, storage, virtual infra
Netcom
Availability
Congestion
Calls
VPN connections
SLA performance
# tickets
Client Infrastructure
# of physical desktops
# of AA users
# of mail accounts
Amount of Spam filtered
# of Viruses detected / cleaned
SLA performance
# tickets
Application Infrastructure
SLA performance
Availability
Exceptions
Capacity
Business Usage
# tickets
Proactive vs. reactive maintenance

18. 18
Global Desktop Service Ticket Metrics and SLA
Performance
Provider(s): (Multiple Items)
Tickets Column Labels
Priority Achieved Breached Grand Total
1 - Critical 265 22 287
RESP 113 12 125
RSLV 152 10 162
2 - High 1120 279 1399
RESP 505 147 652
RSLV 615 132 747
3 - Moderate 18912 4480 23392
RESP 8849 2804 11653
RSLV 10063 1676 11739
4 - Low 508 122 630
RESP 192 100 292
RSLV 316 22 338
Grand Total 20805 4903 25708
Green
Queue Flow Tickets In Tickets Out Change Queue Notes / Trend
Current MTD 223 354 (131) 626
Apr-12 1143 965 178 End of month
Mar-12 788 829 (41) End of month
Feb-12 867 929 (62) End of month
Jan-12 960 954 6 End of month
Dec-11 809 712 97 End of month
Nov-11 834 712 122 End of month
Oct-11 853 821 32 End of month
Sep-11 934 917 17 End of month
Aug-11 937 956 (19) End of month
Jul-11 965 899 66 End of month
Jun-11 941 1033 (92) End of month
May-2011 1039 1051 (12) End of month
Total May'11 thru April '12 11070 10778 Totals do not include May '12 MTD
Global Desktop SLA Compliance by Priority for (05-07-2011 - 05-08-2012)
Messaging Queue Ticket Flow Overall Queue Status and Health :
Notes/Coments on Metrics (this week)
Global Desktop SLA Summary Page
RESP RSLV RESP RSLV RESP RSLV RESP RSLV
1 - Critical 2 - High 3 - Moderate 4 - Low
Breached 12 10 147 132 2804 1676 100 22
Achieved 113 152 505 615 8849 10063 192 316
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
%AchievedtoTotal
Global Desktop SLA Compliance by Priority

19. 19
Messaging and Mobility Ticket Metrics and SLA
Performance
Provider(s): (Multiple Items)
Tickets Column Labels
Priority Achieved Breached Grand Total
1 - Critical 252 16 268
RESP 118 7 125
RSLV 134 9 143
2 - High 652 127 779
RESP 290 52 342
RSLV 362 75 437
3 - Moderate 8151 1197 9348
RESP 3908 447 4355
RSLV 4243 750 4993
4 - Low 39 11 50
RESP 14 5 19
RSLV 25 6 31
Grand Total 9094 1351 10445
Green
Queue Flow Tickets In Tickets Out Change Queue Notes / Trend
Current MTD 93 75 18 141
Apr-12 319 334 (15) End of month
Mar-12 256 312 (56) End of month
Feb-12 340 348 (8) End of month
Jan-12 404 409 (5) End of month
Dec-11 313 275 38 End of month
Nov-11 369 383 (14) End of month
Oct-11 357 322 35 End of month
Sep-11 254 310 (56) End of month
Aug-11 344 341 3 End of month
Jul-11 341 337 4 End of month
Jun-11 292 286 6 End of month
May-2011 291 428 (137) End of month
Totals 3880 4085 Totals exclude current month (May '12)
Messaging SLA Compliance by Priority for (05-08-2011 - 05-08-2012)
Messaging Queue Ticket Flow Overall Queue Status and Health :
Notes/Coments on Metrics (this week)
Messaging SLA Summary Page
RESP RSLV RESP RSLV RESP RSLV RESP RSLV
1 - Critical 2 - High 3 - Moderate 4 - Low
Breached 7 9 52 75 447 750 5 6
Achieved 118 134 290 362 3908 4243 14 25
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
%AchievedtoTotal
Messaging SLA Compliance by Priority

20. 20
Access Anywhere / Desktop Virtualization Ticket
Metrics and SLA Performance
Provider(s): (Multiple Items)
Tickets Column Labels
Priority Achieved Breached Grand Total
1 - Critical 33 7 40
RESP 15 4 19
RSLV 18 3 21
2 - High 333 75 408
RESP 155 36 191
RSLV 178 39 217
3 - Moderate 4651 630 5281
RESP 2335 302 2637
RSLV 2316 328 2644
4 - Low 14 4 18
RESP 5 2 7
RSLV 9 2 11
Grand Total 5031 716 5747
Green
Queue Flow Tickets In Tickets Out Change Queue Notes / Trend
Apr-12 333 267 66
Mar-12 188 184 4 End of month
Feb-12 155 161 (6) End of month
Jan-12 218 203 15 End of month
Dec-11 106 91 15 End of month
Nov-11 146 164 (18) End of month
Oct-11 161 173 (12) End of month
Sep-11 157 144 13 End of month
Aug-11 180 192 (12) End of month
Jul-11 144 134 10 End of month
Jun-11 135 124 11 End of month
May-2011 171 168 3 End of month
Totals 2094 2005
Access Anywhere SLA Compliance by Priority for (05-08-2011 - 05-08-2012)
Messaging Queue Ticket Flow Overall Queue Status and Health :
Notes/Coments on Metrics (this week)
Access Anywhere SLA Summary Page
RESP RSLV RESP RSLV RESP RSLV RESP RSLV
1 - Critical 2 - High 3 - Moderate 4 - Low
Breached 4 3 36 39 302 328 2 2
Achieved 15 18 155 178 2335 2316 5 9
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
%AchievedtoTotal
Access Anywhere SLA Compliance by Priority

21. 21
SLA Metrics – Global Netcom

22. 22
SLA Metrics – Application Infrastructure

23. 23
SLA Metrics – Global Server

24. 24
Infrastructure Costs - excluding Telecommunications
-
5,000,000
10,000,000
15,000,000
20,000,000
25,000,000
30,000,000
35,000,000
40,000,000
2007 2008 2009 2010 2011
Depreciation & Amort
Premises
Marketing
Outside Services
Other Operating Expense
Travel & Entertainment
Resource Pool Transfer
Employee Development
Other Headcount Variable
Recruiting & Relocation
Occupancy Allocation
Temporary Headcount
Benefits
Salaries & Bonuses
Between 2007 and 2011, Infrastructure reduced
our OPEX budget by 20%

25. 25
Cost Control
-
2,000,000
4,000,000
6,000,000
8,000,000
10,000,000
12,000,000
14,000,000
16,000,000
2007 2008 2009 2010 2011
Headcount Direct
Headcount Variable
Nonheadcount Variable
Fixed Expenses
Capitalized Software
In 2010 telecommunications
costs were moved to IT

26. 26
Cost Control
0
500,000
1,000,000
1,500,000
2,000,000
2,500,000
-
5,000,000
10,000,000
15,000,000
20,000,000
25,000,000
2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011
Telecom Costs (USD)
Bandwidth (KBPS)

27. 27
Metrics – How I think about them
A single number by itself indicates very little. A trend tells a much better
story
Metrics allow us to ask questions aimed at getting what we want
# of tickets is only interesting to me in context
As a part of a trend
Compared across a like group
Compared against ESA coding
Compared against project load
SLA compliance is interesting in absolute and in context
As a part of a trend
Across specific customer groups
Compared by Incident priority

28. 28
Prioritization
• Service – Provide outstanding service to our internal customers. Meet
or exceed our SLAs. Take on projects that reduce the probability of
outages or the impact that a failure can have on the severity of an
outage.
• Cost – reduce the cost of the services that we provide. Decrease or keep
steady the run rate costs. Take on projects that provide positive NPV.
• First Adopter – Provide effective internal support to Engineering and
Marketing in the design and delivery of our products. Be the first and
best customer of identified products.
• Enable the business – Provide upgrades and features that allow our
business organizations to be more effective in doing their jobs. Take on
projects that tie directly to corporate objectives.

29. 29
Focal Goals
• SCFE
• Actively participate in the process of global standardization. As
appropriate, participate in development and implementation of
standards, policies, procedures, and practices. Comply with standards,
policies, procedures, and practices.
• Complete assigned projects on time, within budget, meeting stakeholder
expectations.
• Resolve assigned problem tickets within the established SLA.
• Assist other parts of the Global Infrastructure team as requested
• Manage your workload through providing feedback to management
when you are nearing your capacity, or when you have time available to
take on other work.

30. 30
Infrastructure Manager roles
Operations
•SLA compliance
•Queue management
•Escalation management
•Vendor operations relationships management
.
•Staff management
•Staff and peer communication management
•System monitoring
•Staff training plans: existing technologies
.
•Cost control
•Customer relations
•Maintenance contracts
•Standards compliance
•Transition from engineering
Engineering
•Architecture
•Design
•Vision and roadmap
•Vendor relationships management: “forward
looking”
Staff management
•Staff and peer communication management
•Develop management tools
•Staff training plans: new and future
technologies
•Cost forecasting
•Customer requirement forecasting
•Standards development
•Transition to operations

31. 31
Everyone’s responsibilities
• Be a problem solver, not just a problem identifier.
• Support IT and Infrastructure initiatives
• Use permissions and authority appropriately
• Work globally
• Provide good hand-offs – you would expect the same.
• Ask for help if you need it, give help if you are asked
• Provide honest feedback

32. 32
Service Model
AI
DC CI
GN
Apps
Facilities