Symantec Global Services

Confidence in a connected world.

Symantec™ Residency and Managed Services

Flexible options for staff augmentation and IT out-tasking

Symantec Residency and Managed Services provide skills and

expertise when and where you need them most—onsite or via remote

locations—to help you manage IT risk, lower costs, and increase

operational efficiency.

1

Strategic Staff Augmentation and IT Out-tasking Services

Organizations have become increasingly dependent on IT to run core business operations, creating tremendous

exposure to IT risk. Keeping information assets secure and available in the face of tight budget pressure requires

expert knowledge of IT systems and operational best practices.

As IT infrastructure becomes more complex, however, many organizations are finding it impractical to maintain the

entire spectrum of IT capabilities in-house. Hiring, training, and retaining specialists can be time-consuming and

costly—particularly in areas such as security, backup, archiving, and compliance, which lie outside the primary areas

of strategic focus for most organizations.

Symantec Global Services can help. We provide onsite experts who can augment your staff for extended periods of

time and offsite experts who can monitor and manage IT systems from remote locations. Whether you need help

filling a single opening or want to outsource key areas of IT operations entirely, Symantec has the expertise and

resources you require.

“As the level of IT risk and cost

associated with infrastructure

management increases, more

companies are considering

outsourcing options. Symantec

offers enterprises flexible ways

to meet their resource

challenges, representing a

strategic IT consulting partner

that helps them manage critical

IT processes in support of

business goals.”

Doug Chandler

Research Director,

Infrastructure Services

Symantec Residency and Managed Services Overview

Symantec Residency and Managed Services help organizations manage all areas of IT risk, including security,

availability, performance, and compliance.

Symantec Residency Services enable you to augment the capabilities of your own staff with highly qualified

onsite resident consultants who possess the skills to manage complex IT solutions.

Symantec Managed Services provide standardized options for remote monitoring, remote management, and

expert analysis under strict service-level agreements (SLAs).

Both Residency and Managed Services deliver timely expertise to help organizations make the most effective

use of scarce resources and achieve full value from their technology investments. In addition, by leveraging

Symantec’s economies of scale, many IT leaders find that solutions based on Symantec Residency and Managed

Services also cost substantially less than comparable in-house efforts.

2

Secu

rity

Availability

Perform

ance

Co

mpliance

IT

Risk

Keep Bad Things Out

Keep Important Things In

Internal and External

Malicious Threats

IT Policy and

External Regulations

Application Performance

and IT Performance

Natural Disasters and

System Failures

Ensure Adequate Controls

Automate Evidence Collection

Optimize Resources

Ensure Correct Configuration

Keep Systems Up

Ensure Rapid Recovery

Symantec onsite experts can fill IT roles at any level,

freeing existing resources to focus on strategic

initiatives.

3

Symantec offsite experts work from remote locations

around the world to perform 24x7 monitoring,

management, and analysis.

Symantec Residency Services

Symantec Residency Services are ideal for organizations that intend to manage their own IT environments but need

to fill key project roles with expertise that is challenging to maintain in-house. Clients benefit from advanced skills

and up-to-date best practices right where they’re needed—without the challenges and delays associated with hiring,

training, and retaining in-house employees.

Symantec consultants bring extensive experience in IT Risk Management disciplines to each Residency engagement.

Our expertise extends from our position as a leading supplier of infrastructure software as well as our experience

delivering more than 4,000 consulting engagements per year to a client base that includes 95 percent of the

Fortune 500.

4

Symantec Residency Services support efficient backup operations

for a major energy producer

One of the world’s largest oil and gas companies asked Symantec to help consolidate

and manage data protection assets for their global environment, supporting almost

100,000 employees, with nightly backups for six domains comprising 3,000 servers and

70 terabytes of storage.

Symantec helped the company develop and implement an optimized architecture,

reduce infrastructure costs, build operational efficiency, and then establish—and

meet—backup success targets. Symantec then took over day-to-day operational

management, enabling the firm’s own team to shift its focus from firefighting to long-

term planning and strategic initiatives.

Results over a 20-month period included dramatic reductions in IT risk, with 99.96

percent backup success and 100 percent fulfillment of data restore requests. Improved

software and hardware consolidation and utilization boosted employee-to-server ratios

by almost 100 percent and cut total operational costs of data protection by

approximately 35 percent.

Realize the Strategic

Business Value of Your

Technology Investments

5

Symantec Residency Services are delivered under an SLA or on a fee-for-service basis, determined by the role of the

consultant and the length of the engagement. Engagements typically span a year or longer, with Symantec residents

serving as members of the client’s own staff.

Residency Services meet requirements for specialized expertise at any level:

• Executive Residency—provides seasoned IT leadership to manage major initiatives, guide operations, or fill

critical gaps at the level of CTO, CIO, CISO, and head of operations.

• Expert Residency—provides specialized expertise to manage IT projects, supervise teams, and define strategy

at the IT manager level.

• Technical Residency—delivers specialized skills to administer, maintain, monitor, and troubleshoot technology

environments.

Symantec Residency Services are available in a variety of areas including:

• Endpoint Security • Messaging Management

• Backup and Recovery • Storage Management

• Security Management • IT Compliance

• Application Performance Management • High Availability

6

Symantec Managed Services

Symantec Managed Services are best suited for organizations that find it difficult to mitigate security risk, comply

with regulations that require security controls, or achieve backup and recovery SLAs in a cost-effective manner.

These areas can be challenging to administer because significant expertise is required to handle day-to-day

operations, yet routine activities such as vulnerability assessments, log reviews, compliance audits, and backup jobs

are labor-intensive and repetitive. In addition, these areas often require around-the-clock monitoring and rely on

activities that take place in the middle of the night.

Symantec Managed Services provide standardized options for 24x7 remote monitoring, remote management, and

expert analysis that reduce risk and improve operational efficiency. In addition, Symantec Managed Services can

lower operational costs by leveraging extensive Symantec investments in global staff and infrastructure. For example,

Symantec Managed Security Services utilize four Security Operations Centers (SOCs) around the world to supply more

than 500 customers with real-time access to security data. This comes from our Global Intelligence Network, which

collects information from more than 40,000 intrusion-detection and firewall sensors in 180 countries.

Symantec Managed Services are delivered on an SLA basis; that is, the fee for these services covers whatever

resources are required to achieve explicit service-level commitments. To meet SLA commitments in a cost-effective

manner with minimum exposure to IT risk, Symantec Managed Services operations also adhere to international

certifications and standards such as ISO 27001 and SAS70 Type II.

Symantec Managed Services are currently available in areas such as Security Management and Backup and Recovery.

Symantec Managed Security Services optimize security

management for Citizens Business Bank

Citizens Business Bank (Citizens) turned to Symantec to provide centralized, 24x7

monitoring and management of their security infrastructure, which includes firewalls

and intrusion-detection systems. Citizens’ network of 44 financial centers spans

400 miles, supporting approximately 800 employees and thousands of customers.

By outsourcing security management to Symantec Managed Security Services, Citizens’

IT department has been able to focus on core business areas and reassign staff to

strategic responsibilities. It now takes only 15 minutes a day to manage their security

infrastructure—a dramatic decrease from the estimated seven analysts it would require

to manually monitor, investigate, and respond to security notifications around the clock.

Total labor efficiencies and labor cost avoidance have resulted in savings of more

than $1.3 million over a four-year period and are expected to continue delivering

more than $500,000 in savings per year for the foreseeable future.

As Citizens Business Bank CIO Elsa Zavala expressed, “We pride ourselves in

relationship banking, and really having the expertise and commitment to take that

relationship to the next level. We have enjoyed the same experience with Symantec.”

7

Combining Symantec Residency and Managed Services

Pressures continue to mount for IT managers. Budgets are tight, SLAs are difficult to achieve, configuration changes

are endless, data volumes are exploding, new regulations spring up overnight, and new technologies appear on the

horizon every day. To manage complexity and keep costs under control, many IT leaders are seeking to outsource or

selectively out-task key areas of IT operations that are necessary, but not strategic, to the business.

Symantec Residency and Managed Services can work together by combining expertise and best practices onsite with

remote management capabilities offsite. Clients can simplify budget planning and accounting by aggregating

a complex mix of capital and operational expenses into a single payment. In addition, our experts can help you focus

existing staff resources on strategic projects that drive competitive advantage, while we handle mundane staffing

considerations and operational concerns that align with our unique domain expertise.

Symantec Residency and Managed Services support endpoint

protection at Singapore’s StarHub

Singapore’s second largest information services company turned to Symantec for help

streamlining IT processes after a merger. The comprehensive managed solution

included onsite support from Symantec Residency Services as well as remote

monitoring and management performed by Symantec Managed Security Services.

The Symantec onsite resident functions as a member of StarHub’s Infosecurity team to

provide security and risk assessments and help address security issues and incidents.

When an incident occurs, the resident works with StarHub’s team to help minimize the

damage—in terms of lost productivity and downtime—and contain the incident.

Symantec Managed Security Services further help StarHub defray the cost of setting up

an in-house security infrastructure by monitoring and managing more than 22 devices,

including Cisco and Juniper components.

StarHub saves at least 30 percent in security management costs by using Symantec

Residency and Managed Services, compared with the costs of hiring and maintaining in-

house experts. Ready access to strategic security expertise helps StarHub manage IT

risk and meet its technical and business objectives.

As StarHub’s Head of Information Services, James Woo, expresses it, “I would

recommend Symantec as an IT solutions provider. We work very well with the Symantec

team and look forward to enhancing our strategic relationship with them to bring

greater value to our customers.”

8

The Symantec Global Services Advantage

Symantec is recognized by top analyst firms as a leader in software for security management, storage management,

backup, high availability, disaster recovery, messaging management, and IT compliance. Symantec Global Services

builds on this foundation and offers an independent perspective on hardware platforms and operating systems as

well as extensive expertise managing complex, multivendor environments. Our Residency and Managed Services

support third-party technologies as well as our own systems, and our services experts are not paid on software

sales—we focus our efforts on ensuring our clients get maximum value from their existing infrastructure investments.

Unlike large IT outsourcing firms that act as generalists across a broad range of areas, Symantec Global Services

provides deep domain expertise and specialized infrastructure investments in the areas of IT risk—security,

availability, performance, and compliance. In addition, partnering with Symantec Global Services means much more

than an engagement with a few onsite consultants and remote experts. Residency and Managed Services are backed

by a vast team of engineers, product managers, and technical support specialists working together to resolve issues

quickly.

7

Rely on Symantec Residency and Managed Services for expertise

and resources to help you manage IT risk, performance, and cost,

so you can focus on strategic projects that drive competitive advantage.

To learn more, visit www.symantec.com/globalservices

About Symantec

Symantec is a global leader in

infrastructure software, enabling

businesses and consumers to have

confidence in a connected world.

The company helps customers protect

their infrastructure, information, and

interactions by delivering software

and services that address risks to

security, availability, compliance,

and performance. Headquartered

in Cupertino, California, Symantec

has operations in 40 countries.

More information is available at

www.symantec.com.

For specific country offices

and contact numbers please

visit our Web site. For information

in the U.S., call toll-free

1 800 745 6054

Symantec Corporation

World Headquarters

20330 Stevens Creek Boulevard

Cupertino, CA 95014 USA

1 408 517 8000

1 800 721 3934

www.symantec.com

Copyright © 2008 Symantec Corporation. All rights

reserved. Symantec and the Symantec logo are

trademarks or registered trademarks of Symantec

Corporation or its affiliates in the U.S. and other

countries. Other names may be trademarks of their

respective owners.

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