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© 2006 MicroAge
ProgrammeIntroduction to MicroAge
– Maria FioreBusiness Development ManagerMicroAge Canada
Disaster Recovery
– Brad Hoffman Director of Service MicroAge
– Pantea Buck
Services Sales Executive
Lenovo Canada
Q & A
© 2006 MicroAge
MicroAge at a glanceCanada’s leading network of independently owned systems integrators and value-added resellers
Over 40 locations across Canada, many in operation since 1981
Specializing in multi-vendor turnkey solutions: hardware + software + technical & professional services
Vast experience in SME & public sector
© 2006 MicroAge
MicroAge Delivers
IT Solutions
Industry-leading IT products
IT consulting
Procurement planning
Training
Technical support
Flexible leasing/financing options
© 2006 MicroAge
MicroAge: your trusted business technology partner
Highly qualified local IT personnel
Proven experience and IT knowledge breadth and depth
Strength of national network
Commitment to customer service excellence
© 2006 MicroAge
Agenda
Introduction/overview
Key stress-relievers
– IT disaster recovery – High availability/redundancy– Business continuity planning
Presentation format
– Definition– Risks– Benefits– Deliverables
Conclusion
– Summary– Deliverables– Q&A session
© 2006 MicroAge
Introduction
What drives your business?
– Your information technology systems• Desktop & notebook computers• Servers• Printers, peripherals
– Your telecommunications systems• Internet• Telephony
Sustained availability and reliability of these resources don’t happen without careful, effective planning, tools and processes
Business continuity is the over-arching, ongoing program that keeps you on track
© 2006 MicroAge
What is IT disaster recovery?
– A solution for backing up your files and applications more efficiently and accessing them more quickly after a failure or outage.
– Caused by natural disaster, human error, internal/external attacks
– Essential attributes:– Includes plans and processes for protecting digital resources and restoring
access following a disruption – Linked to a sound, company-wide crisis management strategy– Includes all of the stages required for a quick recovery– Involves input of all IT resource people:
• Technicians• Managers• Users
© 2006 MicroAge
IT disaster recovery
Risks
– Business disruption: Cost of downtime, damage to reputation
– Customer service & support: Zero tolerance for delays, errors
– Security: Data loss or damage, potential unauthorized access to sensitive information
– Compliance: Legal and/or industry requirements
© 2006 MicroAge
IT disaster recovery
Benefits
With a good recovery plan and a well-prepared team, you will be able to:
– Define and assign roles for your team for the management plan– Establish procedures to implement the strategy– Establish clear procedures and actions for re-establishing critical services– Have all of the necessary information in place in times of crisis– Update and improve your plan more easily (team-member replacements,
training, etc.)
© 2006 MicroAge
A solution for eliminating risks of a single-point failure by using secondary (redundant) facilities or equipment
– Achieves real-time synchronization of data – Provides an immediate- or near-immediate response to system failures depending on
technologies used, needs and technical constraints– Internal system or via third-party (co-location)– Remote solution: Second site usually located within 10 kilometres – Localized solution: disk redundancy, server redundancy (load balancing, failovers),
duplication of servers’ power supply
* * Separate from, and complementary to, disaster recovery solutions * *
What is high availability/redundancy?
© 2006 MicroAge
High availability: How many “9s” do you need?
Industry-standard (telecom) availability measures:
– 99%: system down 3.65 days per year – 99.9%: system down < 8.75 hours per year – 99.99%: system down < 52 minutes per year – 99.999%: system down < 5.2 minutes per year – 99.9999%: system down < 54.8 seconds per year – 99.99999%: system down < 3.1 seconds per year
** The higher the availability standard, the greater the cost **
© 2006 MicroAge
High availability/redundancy
Risks
Short-term: Costs of downtime
– Business productivity– Customer relations– Company reputation
Long-term: Setbacks due to loss of business-critical information
– Product development– Sales/business development records– Financial & business records– Customer information
© 2006 MicroAge
High availability/redundancy
Benefits
Survivability of business
– Ability to withstand serious incidents and quickly return to “business as usual”
Asset protection
– Files and applications fully preserved via redundancy
Compliance
– Meet or exceed legal/regulatory standards
System flexibility
– Ability to adapt to changing conditions and needs
© 2006 MicroAge
An ongoing, multi-phase program comprising a set of agreements and procedures, processes and technologies designed to:
1. Prepare your business to operate in the face of major disasters or crises
– Natural and/or man-made disasters (ice storms, floods, earthquakes, fires, pandemics)
– Major system failures (electrical power, telecommunications networks)
2. Prioritize all business processes and restore/recover the most important ones first
– Relocation of employees
– Sanitation risks
– Crisis management
– IT infrastructure and other business systems
What is BCP?
© 2006 MicroAge
Business Continuity Planning
Business Emergency Plan
Business Continuity Manager
Business/OperationsContinuity Plan
Disaster Recovery Plan
Communication Plan in case of crisis
IT recovery plan in case of disaster
IT contingency plan
IT response plan in case of cyber attack
Bu
sin
ess
ow
ner
sIT
servicesSite Manager
© 2006 MicroAge
Business continuity planning
Methodologies
Preventative measures: to avoid stoppages during disruptions
– Backup site– Co-located site– Mobile site
Remedial measures: to restore operations after disruptions
** Preventative measures come first, but remedial measures also recommended
© 2006 MicroAge
Business continuity planning
Risks
Short-term: Interruption of operations
– Loss of revenue– Customer service disruptions– Loss or damage to business-critical files
Long-term impacts
– Loss of market share – Reduced competitive advantage– Loss of shareholder value
© 2006 MicroAge
Business continuity planning
Benefits
Provides a coordinated document designed for all teams deployed when an incident disrupts critical business operations
Proactive strategies and methods reduce the impact and consequences of major disruptive events
– Users can recognize the first signs of a problem, respond proactively– IT managers have tools and processes in place to optimize service recovery time
Facilitates faster return to normal business activities
© 2006 MicroAge
Deliverables: IT disaster recovery
Risk assessment
– Assessing the impact of a risk that effectively happens and determining when the impact is considered to be intolerable
Evaluation of impacts
– Identifying costs and other impacts of downtime, financial, legal, business, etc.
Remediation path
– Specifying requirements for achieving business goals and regulatory requirements
© 2006 MicroAge
Deliverables: High availability/redundancy
Risk assessment
– Establishes your Recovery Time Objective (RTO): How long can you afford to operate without your data• The shorter your RTO, the higher the cost
• Key stress-reliever: Finding the right balance between cost and recovery speed
Needs analysis
– Identifies infrastructure gaps and proposes solutions• Clustering
• Virtualization
• Replication products
Technology build/implementation
– Infrastructure upgrades, expansion to meet availability/redundancy goals
© 2006 MicroAge
Deliverables: Business continuity planning
Risk/impact assessment– Risks from identified threats – Risk mitigation measures
Needs assessment– To identify service availability priorities and risks in four key IT areas: servers,
storage, networking, software
Plan development– Technical level: selection of best tools, methods (e.g., preventive, remedial)– User level: training, orientation– Recovery measures (data backup, restarting applications, restarting systems)
Plan testing & maintenance– To review and update BCP processes, practices, team competency levels
(Minimum: yearly review)
© 2006 MicroAge
Conclusion: Are you ready for the Unexpected?
Make sure your company is ready to face the world in times of crisis
– Now is the time to implement a business continuity plan
– Make IT continuity part of your overall business continuity strategy
– MicroAge can help!
| Lenovo Confidential | © 2008 Lenovo
Secure Business Bundle A Solution for HW and DATA Protection
Integrated PC Security
Onsite NBD WarrantyAccidental Damage
ProtectionLenovo Online Data
Backup
The world’s most secure PCMaximize productivity with a solution that comes to you
Your PC is your lifeline, we’ll keep it protected
Simple. Online. Secure.
Lenovo Thinkpad and ThinkCentre PCs are
designed with built-in security features plus unique
integration with select partner solutions. They are supported
by award-winning Lenovo Service.
Industry recognized #1 Service and Support from Lenovo
comes to your location. Avoid sending in your system and being without it for 10 days.
Accidents happen. Even to the best engineered PCs.
Accidental Damage Protection provides repair
and or replacement in case of an accidental drop, liquid
spill or electrical surge.
A secure, online location to backup your valuable business
data.
Online data backup is user friendly and ensures you have access to your data in event of
an unforeseen mishap with your PC.
1. 24x7 Telephone Support
2. Certified Technician Dispatched to Your Location
3. Avoid sending system into repair center and waiting 10 or more days for return
1. Unlimited number of repairs up to cost of system
2. Single replacement with comparable system
1. 50GB Online Data Backup
2. 256 Bit Encryption and Private Security Key
3. Web Based for ease of recovery
Value and Security
| Lenovo Confidential | © 2008 Lenovo
Base Warranty Support•Warranty Upgrade and Extension (POS, APOS)
• 2, 3, 4 year Depot • 2, 3, 4 year Onsite
•Post Warranty Extension•1, 2 year Depot Repair•1, 2 year Onsite Next
Business Day
•ThinkPad Protection •1, 2, 3, 4, Year
Protection•1, 2, 3, 4, Year with
Depot or Onsite
Warranty & ProtectionWarranty & Protection Secure Business Bundle
Secure Business Bundle
Security & Protection Bundle1, 3 Year•ThinkPad Protection•Online Data Backup 50GB•Onsite Next Business Day Warranty
Security & Protection A La Carte•Online Data Backup
•1 year Offerings: 10 GB, 25GB, •50 GB or Unlimited
Additional Upgrades (not part of bundle)• Hard Disk Drive Retention (HDD) tied to Depot or Onsite NBD Warranty upgrade
•1, 2, 3 year offering• Theft Protection (US, CAN)
•1, 2, 3, 4 year offering (Computrace)
Available onAll products!Available onAll products!
| Lenovo Confidential | © 2008 Lenovo
Lenovo Online Data Backup – Competitive Feature Set
Superior Set of Features, Simple Set and Forget, Competitive Pricing
| Lenovo Confidential | © 2008 Lenovo
*Scheduled Backup
*Performance and Bandwidth Throttling
Lenovo Online Data Backup for PCs
AES 256-bit Encryption
Unlimited Storage Available
On Demand Web Access
Private Encryption Key Option
Multiple File Versioning Support 30 Days
*Open/Lock File Backup
HP UplineDell DataSafe
*Scheduled Backup
*Performance and Bandwidth Throttling
Lenovo Online Data Backup for PCs
AES 256-bit Encryption
Unlimited Storage Available
On Demand Web Access
Private Encryption Key Option
Multiple File Versioning Support 30 Days
*Open/Lock File Backup
HP UplineDell DataSafe
Lenovo Online Data Backup for Lenovo PCs
Available Offerings50GB $69/yrUnlimited $89/yr
Also available as part of Secure Business bundleAvailable on all Lenovo PCs
*Limited Capability
Online Data Backup & Recovery Secure, Web-Accessible, Automated
1. Increase bandwidth by storing offsite2. Tool to promote business continuity/disaster recovery3. Automated scheduling allows for “no-touch” prescribed backups
• Administrator Console Available• Flexible Storage Capacities (10GB – Unlimited)• Industry-leading security• Lenovo is the ONLY PC vendor to offer an Online Data Backup solution that performs automatic backups and only backs up changed files.
| Lenovo Confidential | © 2008 Lenovo
ThinkPlus Priority Support
What Is It?• Fee-Based New Service • Replacement for ESS/WESS• A single comprehensive service plan
that gives customers direct access to advanced technical supportfaster than basic support.
Today’s Features• ESS/WESS free service• ESC+ Service call tracking tools• Offers inconsistent coverage• Limited hours• No software support• Discontinued over time
What Types of Customers• Large Relationship Customers
Value Proposition – Fast, Dependable and Advanced Support
ThinkPlus Priority support increases helpdesk productivity by reducing the time spent troubleshooting PCs through tech-to-tech support and a global network of service support resources.
What do we do?• Enable IT staff to focus on their
business critical initiatives and spend the least amount of time resolving basic break-fix issues on Lenovo systems, while providing a higher level of service..
ThinkPlus Priority – Launches November 4
| Lenovo Confidential | © 2008 Lenovo
Features and Benefits of ThinkPlus Priority and Priority 4
WHAT DOES THINKPLUS PRIORITY HAVE TO OFFER?
FAST, DEPENDABLE and ADVANCED SUPPORT
Readily Available and Direct Access to Support
Better Technical support
Expedient incident Resolution
Service Call management
Single Point of Contact
Access when you need it most
Calls answered in 2 minutes or less
Advanced level technicians
Escalation process for faster resolution
Tools to effectively initiate and monitor service calls
Simplify support with SPOC for h/w & 3rd party s/w
24x7 Coverage – Local language support
ThinkPlus Priority 4
Offers the added benefit of critical support with
4-hour on-site parts and technician post telephone troubleshooting.
| Lenovo Confidential | © 2008 Lenovo
ESS/WESS vs. ThinkPlus Priority
ESS/WESS – Today• A cost to Lenovo with no stream of
revenue
• Priority telephone access to higher level skill tech support
• Support Center problem ownership
• Support for help desks, IT team leads
• M-F w/ Varying hours of coverage
• Access is limited– US: No limit– Canada: 5 per customer– AP: 2 per customer per country– EMEA: 5 per customer
• No revenue or margin recognition
ThinkPlus Priority – Nov 2008• Fee-based
• Feature-to-feature competitive
• Positioned as Tech-to-Tech
• Per machine entitlement
• Enhanced Features from ESS:– Calls answered under 2 minutes– Technicians A+ certified or equivalent– Added select software support– Access – recommended 2 people per
location– 24x7, 365 days coverage, including
holidays
• Sale of ThinkPlus Priority will count for full revenue/margin credit
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