A talk I gave at WCC on globalization and the shift of services to cloud providers in large enterprises, and the challenges that come with it

1. The cloud: what’s it all
about?

2. About me
 Joel Cardella
 Director of Information Security
◦ Multi-national manufacturing company
 20+ years in IT
 Knower Of Things ™
 Joel.cardella@holcim.com
 Twitter: @JoelConverses

3. Globalization
 Globalization is the development of an
increasingly integrated global economy
marked especially by free trade, free flow
of capital, and the tapping of cheaper
foreign labor markets

5. Economies of scale

6. $5,000 500
$10,000 2500
Per unit price $10
Per unit price $4
Assuming up-front
costs are the same,
the more we buy
the cheaper it
becomes
Thus the potential
for profit rises

7. Cloud services and technology

8. Question
 What is the cloud?
 What is cloud computing?
 Why is it important?

12. Cloud
Online
Scheduling
Data
Storage
and
Backup
Human
Resources
Software
Online
Payment
Programs
Accounting
Software
Document
Uploads and
Management
Marketing
and Sales
Programs
Popular cloud applications

14. Cloud Jobs

16. 5 Benefits of moving to the cloud
Low capital
costs
Lower people
costs
__________
Redeployment
of resources
Fully utilized
hardware
___________
Economies of
scale
Lower power
costs
Resilience
without
redundancy

18. CASE STUDY

19.  Global enterprise decision to move to a
global services stance
 Consolidation of email is the primary
driver
 Secondary aspects include “anywhere
access”
 Decision to go with Google Apps
◦ Email plus Drive, Sites, social media (G+)

21. Estimated 8.5M – 10M email servers worldwide

22. New technology drives
ionnovation
 Significant shift for a major global
enterprise
 Normally, business drives technology; but
in this case a technology change will drive
business change
◦ Promote collaboration
◦ Increase in efficiency

23. What was the justification?
 Business justification in the form of
◦ Greatly reduced licensing costs
 $2M - $3M/year
◦ Consolidation/reduction of hardware
 Shift the infrastructure to the cloud (IaaS)
◦ New functionality for the same money
 Collaboration Apps
◦ Global consolidated platform
 Every OpCo now operates the service the same
way

24. How was it implemented?
 A project plan was created to move each
OpCo to the new services
 The plan included the pre-
communications, the training, the
implementation and post-implementation
phases
 Total plan was a 2-3 year migration
 North America was the most aggressive,
moving nearly 8500 users to the new
systems in 2 “big bangs” over 2 weekends

25. Problems & challenges
 One size does not fit all
 IT users are used to a level of customization
that is not available; global controls which
options are available to all
 Tools which integrated with the old email
system were incompatible with the new one
 Some OpCos are very resistant to the change
 During the migration, different OpCos using
different email systems

26. More technology changes

27. Voice Over IP
 We also made the move away from a
traditional phone system to a network
based phone system called Voice Over
Internet Protocol (VoIP)

28. Traditional PSTN
Calls are
limited by
the number
of lines
available

29. Internet/Network based
Calls
limited to
the amount
of
bandwidth
the
network
can route

30. Many things to consider
Basic Features
Call center/Advanced

31. All different ways to connect
PSTN
SIP

32. Enterprise PBX more complicated
Head Office,
Branch Office,
Remote Office
all appear to
be using the
same
extensions
4 or 5 digit
dialing to any
extension
within the PBX,
regardless of
location

33. Call centers are worse yet!

34. VoIP reduces the overhead
…and leverages the LAN or WAN networks as well as the Internet

35. Challenges
 The enterprise has 420 sites between US
and Canada
 Several call centers in various countries &
locations
 Some very remote sites do not have good
or stable internet connections
 Requires a lot of upgrades/changes to
infrastucture
 Project has experienced weather delays,
vendor delays, technology glitches