1. Application Service Provider?
But I thought you were a hotel operating company……
So why are we doing this?

2. Why It Makes Sense Ownership Mix and Property Profiles
Asset Management
Information Management & Security
Competitive Advantage

3. Vendor Solutions Application Development Centric
Customer Differences – Platforms
Equipment Investment - Redundancy
Application Availability (SLA)

4. ASP Solution Set Offered
SDD
JAZZ Call Accounting System
Micros Fidelio
Opera Property Management System
Newmarket
Delphi Multi-Property Edition
Future
Point of Sale
PBX/VOIP Services

5. ASP Computing Environment
Development, QA, and Production
CISCO Enterprise Network Equipment
Sprint Frame & ATM Networks
Network Lasers
IBM Midrange Servers & SAN
Dell Enterprise Servers
Oracle Databases
Lots and Lots of Procedures!!!!

6. Wyndham Internal Network
Franchisee Properties
ASP Connectivity
VPN Router
Franchise X Router
Franchise Y Router
Service Network
Wyndham Internal Network
Opera
DMPE
JAZZ
Private Network Frame and ATM
Internet
Wyndham Properties

7. Communications Failures
The End of an ASP ?
Redundancy – Last Mile
How about an SLA ?
How is it Measured ?

8. Network Performance Measurement Carrier Perspective
Data Service
Data Service Availability - All Tickets Less Disposition Customer for All Services

9. Network Performance Measurement End to End Perspective
Network Availability:
Measures WAN uptime 24 hours x 7 days over a 1 month period
Managed Availability Guarantee:
99.5% - This guarantee is for domestic sites only with a NetSolve contract

10. Trouble Resolution Management
MTTR = Mean Time To Resolve ticket
Managed Components – include frame relay circuit problems, local loops, router, CSU/DSU
Non-Managed Components - include power outages, performance issues, scheduled maintenance, customer equipment (server, controller), etc
Formula:
[Total Managed Downtime] ÷ [Total Managed Tickets] = Managed Components MTTR
[Total Non-managed Downtime] ÷ [Total Non-managed Tickets] = Non-Managed Components MTTR

11. Trouble Resolution … 31% 20% 11% Largest Contributors of Tickets:
Customer Equipment Power Outage
31%
Customer Scheduled Maintenance
20%
IXC/LEC Cleared Before Test
11%

12. What Has Worked Contracts with New Franchisees
Partnerships with Suppliers
Asset and Information Management
Competitive Advantage

13. Improvement Possibilities
Integration of Disaster Recovery into Application Code
Vendor Technology Literacy - Mixed
You Want to Take Your Toys and Go Home?