Upgrade services, hosting & business continuity Simpler is better: Delivering IT as a Service John Allen: Business Development Manager Anix Managed Services

Themes: The Service Provider Model Business Continuity & Disaster Recovery Disaster Recovery & High Availability Service Provider Building Blocks Procuring Solutions –The New Commercial Realities

First a little maths… £ Cost = Service Description + Technology + SLA Where: The Service Description is the Business definition or functional requirement The Technology is the software and / or hardware used The SLA is the availability, recovery times or the fix times etc of the service required

Statement… All IT functions in mid to large organisations need to become more focused on the delivery of Business orientated IT services and less focused on the individual components or traditional IT work streams. Whether explicitly or implicitly, organisations increasingly need to acquire these services in a way that the business can forecast, or plan, depending on the activities or market pressures at that time. Increasingly this means that an organisation needs to buy a complete service from a service provider. That service provider is potentially any function or organisation who can meet the requirements. That service provider is You!

Driving Business Capability within IT

Why the Service Provider Model Service Delivery not Support Services Business Service(s) Definitions Discrete Services With Individual SLA and Budget Absolute not Accurate Cost Forecasting Costs based on the Actual Business Activity Ownership / Avoidance of root cause issues Simplification / Avoidance of support

What Is Business Continuity? "an holistic management process that identifies potential impacts that threaten an organisation and provides a framework for building resilience and the capability for an effective response that safeguards the interests of its key stakeholders, reputation, brand and value creating activities. Business Continuity Institute 2007 Or The ability to keep your business activities functioning in any event. A sort of, who does what, where and how..? John Allen 2007

What does this mean in IT terms? Who Spends the most on business continuity? Who can recover their operations faster? Who is most affected by x hours of lost business? Which leads us to DR…

Disaster Recovery is only a part of BCM …but as IT providers it is the most important part that we can influence. Who Spends the most on disaster recovery? Who can recover their ticketing/boarding services in the event of a: Total System outage? Data centre loss? IT security breach? Which leads us to HA…

Should High Availability be a part of DR? Campus clustering is dead! Long live dispersed clustering: Discuss..! Campus cluster Primary Data Centre Node 1Node 2 DR Site Data Shipping / Replication DR Node Active-Passive Active-Active Load balanced Cold standby Warm Standby Hot Standby Active-Passive Active-Active Load balanced Dispersed cluster DR Site Node 1Node 2 Primary Data Centre n + 1 cluster Node n.. Primary Data Centre

Multi-site High Availability HA DR is increasingly a Viable option –Low cost, High speed connectivity –High performance data replication –Load balanced Web Services Architectures e.g. Lawson

Multi-site High Availability HA DR is increasingly a Viable option –Low cost, High speed connectivity –High performance data replication –Load balanced Web Services Architectures e.g. Lawson HA DR enables: –Improved service levels –Online Software and hardware Maintenance –Optimised Infrastructure –Improved Business Continuity Load balanced HA DR also enables: –Real time fail over –Continuous Computing –Full Use of IT Assets (requires intimacy between Application & Infrastructure)

Service Provider Building Blocks Define the service –Definition is based on the Business Requirements Offer the relevant SLA –RPO/RTO, Response Times, Up times General Availability Shortlist the technology –Very different technology can provide the same service but with different costs or availability. Define the Price –Service dictates price or price dictates service Calculate Flexibility –How much variance do you need within the service Define Units –Per user, Transaction, GB, TB, per Hour etc £ Cost = Service Description + Technology + SLA

Service Provider Delivery Model £z £y £x £w £a £b £c £d £e £f £g

How do you become a service provider 1: Create Unit model from scratch 2: Buy in specific Infrastructure Layers 3: Buy in specific Applications or Services 4: Wholesale Outsource Challenge your Suppliers Demand REAL cost per unit models Evaluate activities for selective services Buy as your Business requires Buy what you ACTUALLY need –Avoid excess, budget for all costs

A final real world example… Anix helps its customers provide an improved service model to their Businesses Example: Lawson Human Capital Management 99.98% availability, RTO 4 hours, RPO, 4hours 5000 Users with ability to turn off up to 10% Upgrades and Tech support included Or Specify a Cost per user = £6 per month Alternatively Keep It Simple with Lawson Total Care Platinum Shared Service

Thank you – Questions? John Allen: Business Development Manager Anix Managed Services £ Cost = Service Description + Technology + SLA