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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
“Old” work-stream Approach to Technology(Technology Centric)
Application
Presentation
Session
Transport
Network
Data
Physical
Functional Specification
Application
Presentation
Session
Transport
Network
Data
Physical
Functional Specification
IT Capability
Application
Presentation
Session
Transport
Network
Data
Physical
Me
ssa
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Co
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atio
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Arc
hiv
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Kn
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Man
agem
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t
Po
rtal
Business Service Aggregation(Service Management)
Business Capability
Application
Presentation
Session
Transport
Network
Data
Physical
Application
Presentation
Session
Transport
Network
Data
Physical
Me
ssa
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Co
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Business Service Aggregation(Service Management)
Business Capability
New Business Services Approach to Technology(Capability Centric)
Source: The Service Deli ©2006
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 1 Node 2
DR Site
Data Shipping / Replication
DR Node
Active-PassiveActive-ActiveLoad balanced
Cold standbyWarm Standby
Hot Standby
Active-PassiveActive-Active
Load balanced
Dispersed cluster
DR Site
Node 1 Node 2
Primary Data Centre
n + 1 cluster
Node n..
Primary Data Centre
Campus cluster
Primary Data Centre
Node 1 Node 2
DR Site
Data Shipping / Replication
DR NodeDispersed cluster
DR Site
Node 1 Node 2
Primary Data Centre
n + 1 cluster
Node n..
Primary Data Centre
Campus cluster
Primary Data Centre
Node 1 Node 2
DR Site
Data Shipping / Replication
DR NodeDispersed cluster
DR Site
Node 1 Node 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
Campus cluster
Primary Data Centre
Node 1 Node 2
DR Site
Data Shipping / Replication
DR NodeDispersed cluster
DR Site
Node 1 Node 2
Primary Data Centre
n + 1 cluster
Node n..
Primary Data Centre
Campus cluster
Primary Data Centre
Node 1 Node 2
DR Site
Data Shipping / Replication
DR NodeDispersed cluster
DR Site
Node 1 Node 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
• 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
Service Management
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Service Aggregation
Application Infrastructure Provision
Discrete Business Services
£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
Presentation layer
Application
Security
OS
Hardware
Storage
Backup
Service Management
Network
Location Services
Source: The Service Deli ©2006
Transition Transformation
Presentation layer
Application
Security
OS
Hardware
Storage
Backup
Service Management
Network
Location Services
Source: The Service Deli ©2006
Transition Transformation
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
