VMworld 2013 Geoff Murase, VMware Chris Fedje, Telus Communications Brian Seibenick, SSOE Group Learn more about VMworld and register at http://www.vmworld.com/index.jspa?src=socmed-vmworld-slideshare

1. VMware Horizon View Business Process Desktop
Geoff Murase, VMware
Chris Fedje, Telus Communications
Brian Seibenick, SSOE Group
EUC5570
#EUC5570

2. 2
Agenda
 Market Trends
 Business Process Desktop Solution Overview
 Telus Case Study
 SSOE Group Case Study
 Q&A

3. 3
Market Trends
 “Seventeen percent of the actual IT
budget in 2012 was spent on outsourcing
(offshore, domestic, captive hires too).
Outsourced spending on domestic staff
was 8 percent of the 2012 budget, up
from 3 percent in 2011.”
 Since 2000, the global market size of
outsourced services has more than
doubled (TPI)
 Common outsourced functions include:
• Customer support
• Technical support
• Application development
• Accounting
• Telemarketing

4. 4
Outsourcing and Offshoring Use Cases
 Outsourcing functions to third parties
• Example: outsourcing a contact center to focus on
core competencies
• Customer concerns: security, management
 Offshoring non-core functions
• Example: offshoring a billing function to save on labor costs
• Customer concerns: high availability, latency, management
 Offshoring to third party developers
• Example: offshoring application development or testing
• Customer concerns: high availability, security, management
 Seasonal workforce needs
• Example: running a promotion and needing more workers on a
temporary basis
• Customer concerns: security, provisioning
 Simple desktops needed
• Example: internal help desks with a single application
• Customer concerns: ease of use, management

5. 5
Customer Pain Point – Security
 Data theft
• Malicious workers can steal
company and customer data
for their own benefit
 Compliance
• Government requirements such as
HIPAA require technical safeguards
of personal data
 Data loss
• Local storage of data is at risk
of being lost

6. 6
Customer Pain Point – Ensuring Uptime
 Power outages
• Remote site power outages can
cause service disruptions for
essential services such as
customer support
 Natural disasters
• Unforeseen natural disasters such
as earthquakes or hurricanes can
discontinue operations indefinitely
 Network outages
• Wide Area Networks are known to
have reliability issues, especially
over long distances

7. 7
Customer Pain Point – Remote Management
 Provisioning new users
• Some outsourced functions such as
call centers have seasonality which
requires an expanding and
contracting workforce
 Remote upgrades of software
• OS and applications need to be kept
up to date in order to maintain
worker productivity
 Remote maintenance
• Support issues at remote locations
require costly maintenance visits
by technicians

8. 8
Agenda
 Market Trends
 Business Process Desktop Solution Overview
 Telus Case Study
 SSOE Group Case Study
 Q&A

9. 9
Business Process Desktop Solution Overview
 The Business Process Desktop solution is a reference architecture
targeted at customers looking to outsource or offshore
business processes
 Key Features
• Flexible scalability
• Centralized management
• Data replication
• Security
• High availability

10. 10
Business Process Outsourcing Requirements
 Simple Easy to Use Desktops
 Multi-site
 High Availability
 Remote Management
 Security
 Compliance
 Storage Backup and Restore
 Flexible Scalability
 Low Cost
 Antivirus
 Unified Communications

11. 11
The BPD Solution Addresses Customer Pain Points
 Security
• Two factor authentication
• VMware Configuration manager ensures compliance (e.g., HIPAA)
• Centralized storage of data prevents data loss
 Uptime
• Desktops can be accessed by different endpoints
• Load balancing directs traffic to appropriate endpoints
• Redundancy ensures business continuity
 Remote Management
• Centralized provisioning enables flexible scalability
• Centralized upgrades and troubleshooting
• Remote maintenance calls are unnecessary
Corporate
Headquarters
Corporate
Colocation Center 3rd Party Datacenter
UserProfiles,
CorpData
UserProfiles,
CorpData
Images
Images

12. 12
Components of the BPD Solution
Function Validated Components and Vendors
Virtualized Desktops VMware View
End to end monitoring vCOPs for View
Compliance monitoring vCenter Configuration Manager
Firewall for virtual datacenters vCloud Networking and Security Edge
Application level firewall vCloud Networking and Security App
Backup and Restore
EMC Avamar
CommVault Simpana 9
SSO with RADIUS
Safenet Authentication Manager
Indigo Identityware – InSession
Desktop Antivirus
McAfee MOVE anti-virus
Trend Micro Deep Security
Replication Microsoft DFS Replication
Load Balancer F5 BIG-IP GTM LTM APM
Unified Communications Avaya, Cisco, Microsoft, and Mitel

13. 13
Customer Case Study – Republic Bank
 Challenge
• Every year, Republic Bankcorp’s Tax Refund Solutions
business unit staffs a call center with 450 seasonal
workers hired to help customers prepare tax returns
• Every year, the bank rented a fleet of call center
computers for six months
• The problem was that this six-month rental cost as much
as a three-year equipment lease
 Solutions
• VMware Business Process Desktop
• Security features prevent users from unauthorized
access or activity
 Results
• Call-center costs were reduced approximately
$300,000 a year
“With desktop
virtualization, we
are able to support
our Tax Refund
Solutions business
in a much more
efficient, higher
performance
manner while
saving the company
$300k a year.”
– Sean O’Mahoney,
VP of Technology
Services

14. 14
Customer Case Study – Stefanini TechTeam
 Challenge
• Expand international helpdesk operations over high
latency connections
• Protect data security, centralize desktop management
and provide agents with high-performance desktops
 Solution
• VMware Business Process Desktop
• Helpdesks around the world are configured to use
datacenter resources in the United States or Belgium
• Approximately 380 helpdesk employee end users
 Results
• Helpdesk agents worldwide gain high performance
desktop access to IT resources in U.S. or Belgium
• Security advantages of centralizing information in
the datacenter
At TechTeam, View is
enabling us to expand
our revenue-
generating helpdesk
operations cost-
efficiently, through an
infrastructure that can
scale and adapt
quickly to meet future
demands.”
– Daniel Chapiewski,
Global Infrastructure
Director

15. 15
Customer Case Study – Amway
 Challenge
• Centralize financial operations to Costa Rica
• Support 400+ Contact Center agents remotely
• Did not want local datacenter (no time and
security issues)
 Solution
• VMware Business Process Desktop
 Results
• Cannot tell the desktops are remote
• Reduce security risks
• Eliminate spyware, blue screens of death
• Costa Rica project a model for worldwide
Amway operations
• Video: http://www.youtube.com/watch?v=u9qekMN2D8A
“We’ve been able to
build a system that is
completely dynamic,
manageable and
scalable and deliver it
thousands of miles
away.”
– Josiah Becker,
Systems Support
Analyst

16. 16
Agenda
 Market Trends
 Business Process Desktop Solution Overview
 Telus Case Study
 SSOE Group Case Study
 Q&A

17. 17
TELUS Case Study – Background Information
Company size
• 30,000 Employees
• $10.9B Annual Revenue
• Offices across North America, Central America, Philippines
Business
• TELUS is the leading National telecommunications company in Canada with 7.7 million
wireless subscribers, 3.4 million wireline subscribers, 1.4 million Internet subscribers and
678,000 TELUS TV customers.
• TELUS provides a wide range of communications products and services including
wireless, data, Internet Protocol, voice, television, entertainment and video.
History with VMware
• First deployed Horizon View in 2009
• TELUS Builds one major Horizon View pod every year with improving capabilities in
Scale, density and performance each iteration

18. 18
Telus Case Study – Horizon View Architecture
Challenge
• Provide security of data delivery to offshore and outsourced third parties
Offshoring functions
• TELUS serves offshore workloads in the United States, Central America, India and the
Philippines.
• Today we serve near 3,000 peak offshore connections to near 5,000 individual users
across multiple time zones and locations.
• Primarily contact center and software development
Infrastructure
• Hardware Backend
• HP BL465 Blades/IBM HS23 blades
• Xsigo VP780+Infiniband/Cisco 55xx+10GB BNT
• NetApp 6240/EMC VNX 7500+5500 NFS+CIFS
• BigIP F5 load balancers
• Hardware End-Points
• Zero client thin devices (Wyse P25/HP T310)
• Windows 7 desktops with Horizon View client

19. 19
Telus Case Study – Horizon View Architecture
Software
Display Protocol
• PCoIP
• RDP 7 + Riverbed Steelhead WAN Optimization
Fundamental Architecture Pillar
• Floating, Non-Persistent, Linked-Clones
• Working towards building an on-demand service
• Aggressive user data management
VMware
Horizon View
5.1/5.2
Trend Micro
Deep Security
8/9
Liquidware
Stratusphere
Liquidware
ProfileUnity
w/Flexapp
Windows 7
64bit

20. 20
Telus Case Study – Lessons Learned
Benefits
• Security
• Virtual desktop service controls data leak exposure (HTTPS+display protocol only)
• Management
• Centralized end-to-end desktop management
• Normalized service quality
• Availability
• Nimble and flexible desktop service provisioning
• vSphere HA hardware architecture
• BYOD
• Support for employee choice of user devices
• Scalability
• Service provisioning to concurrent connections as opposed to unique users
• Software Management
• Software virtualization simplifies upgrade path from Windows OS and
Internet browsers

21. 21
Telus Case Study – Lessons Learned
Costs
• Desktop software licensing
• Unplanned enterprise software deployments affecting TCO
Recommendations
• Preparation
• Know your customer’s workload in terms of metrics (task worker,
Developer, Executive)
• Plan your forecast and build your capacity for 12-18 months increments
• Deployment
• Employ rigid DEVELOP-TEST-QA-UAT cycle to insure higher launch quality of the
desktop service
• Work with the customer to develop a realistic deployment schedule accounting for
business priorities and change management
• Operations
• De-couple application layer from OS Layer – Goal!!
• Develop strong Tier I (Helpdesk) support
• Understand the footprint of each desktop software tool in the VDI service
• Measure service quality and availability proactively

22. 22
Agenda
 Market Trends
 Business Process Desktop Solution Overview
 Telus Case Study
 SSOE Group Case Study
 Q&A

23. 23
SSOE Group Case Study – Background Information
 Company size
• Employees - 1,200
• Revenue -$188 Million
• Offices – 29 offices in 7 countries
 Business
• 11th largest engineering, architectural, and construction management firm
(Building Design + Construction)
• One of Inc. magazine's fastest growing firms (2012)
• One of the "Best AEC Firms to Work For" (Building Design + Construction)
• Deliver Great Client Service to clients through a full range of EPCM services.
• Makes clients successful by saving them time, trouble, and money

24. 24
SSOE Group Case Study – Background Information
 Industries
• Chemical
• Semiconductor
• Solar / photovoltaic
• Government
• Power
• Automotive
• Glass
• Healthcare
• Food & consumer products
• Science & technology
 History with VMware
• First deployed vSphere – July 2008
• First deployed Horizon View – March 2011
 Challenges
• Large file sizes required time consuming downloads
• International expansion required remote access to
centralized data and applications

25. 25
SSOE Group Case Study – Horizon View Architecture
 Offshoring functions
• International Locations
• Sao Paulo, Brazil
• Ontario, Canada
• Shanghai, China
• Mumbai, India
• Penang, Malaysia
• Singapore
• Number of endpoints
• 125 international endpoints
• Uses
• Typical desktop functions
• Accounting functions
• 2D CADD drafting
• 3D Modeling

26. 26
SSOE Group Case Study – Horizon View Architecture
 Infrastructure
• Hardware
• Servers
• Cisco B200’s w/ software GPU
• Cisco C260’s w/ software GPU
• Cisco C240’s w/ nVidia Quadro 4000, Quadro 6000 and GRID K1 & K2 cards
• Network
• Cisco Nexus 7010 dual core
• Cisco UCS 6248UP Fabric Interconnect cluster
• Storage
• Equallogic SATA & SAS/SSD Hybrid arrays (legacy)
• Nexgen n5 FusionIO powered arrays (two)
• Endpoints
• Dell & Lenovo workstations & laptops
• Tablet devices (iPad)
• Zero clients (Wyse P20, P45)

27. 27
SSOE Group Case Study – Horizon View Architecture
 Infrastructure
• Software
• Antivirus
• Microsoft Forefront Endpoint Protection
• Two Factor Authentication
• RSA Authentication Manager with SecurID Tokens
• Applications
• Deltek Vision (ERP)
• Microsoft Lync
• Cisco UC/Microsoft Office
• Design Technology
• Autodesk Revit
• Bentley PlantSpace
• Autodesk AutoCAD
• Bentley MicroStation (and verticals)
• Autodesk Plant3D
• Autodesk Navisworks
• Autodesk Inventor
• Dassault Systèmes SolidWorks
• Bentley ProjectWise
• Autodesk Revit Server
• Autodesk Vault

28. 28
SSOE Group Case Study – Lessons Learned
 Benefits
• Management
• Control desktop configuration for remote or non-employee users
• Security
• Limit AD account sharing through RSA SecurID tokens
• Increase intellectual property security
• Availability
• Use of Vmware vSphere HA recover from hardware failure
• Scalability
• Rapidly deployed additional workstations to fit unexpected situations
 Costs
• Additional application licensing needed ‘in country’ for certain applications
• POC grew faster than expected; had to purchase additional hardware sooner

29. 29
SSOE Group Case Study – Lessons Learned
 Recommendations
• Preparation
• Procure connectivity on both ends based on:
• Number of users from each location
• Graphic intensity and workflow per user
• Data storage amount and speed based on:
• Floating versus dedicated
• Persistent versus non-persistent
• Licensing implications
• Software EULA’s
• Usage by country
• Deployment
• Get management and end user buy in
• Operations
• Stability of far end network connectivity
• HelpDesk support training

30. 30
Agenda
 Market Trends
 Business Process Desktop Solution Overview
 Telus Case Study
 SSOE Group Case Study
 Q&A

31. 31
Other VMware Activities Related to This Session
 HOL:
HOL-MBL-1301
Horizon View from A to Z
 Group Discussions:
EUC1001-GD, EUC1006-GD
View with Matt Coppinger or Andre Leibovici

32. THANK YOU

34. VMware Horizon View Business Process Desktop
Geoff Murase, VMware
Chris Fedje, Telus Communications
Brian Seibenick, SSOE Group
EUC5570
#EUC5570