global head of service architecture ifds 2012€¦ · a joint venture of dst systems and state...
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a joint venture of DST Systems and State Street
Virtualising 2000+ servers & User Virtualisation: the journey and challenges
Andrew Stanton Global Head of Service Architecture – IFDS 2012
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IFDS are the leading UK TPA provider
68 clients + 5 under letter of intent
£380+ billion FUM
716 funds with 1,510 sub-funds
Approximately 65% UK market share
3,600+ employees across 13 countries of which 550 are in software development, IT production and support
Diversifying into TPA for Pensions and Wealth Management
* As at 30 June 2007
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Service capabilities
Distribution
IFA
Regulated sales force
Tied Agent
Bank / branch
Institutional
Direct
Strategic Alliances
Stockbrokers
Supermarkets
Channel Access
Paper
Telephone
Fax
Internet
Message / Hub
IVR
Products
Unit Trusts, OEIC, SICAV
Investment Trusts
Equities
PEP all products
ISA all products
Savings all products
Fund Supermarkets / 3rd Party
Fund Distribution
Charities / CIFS
Cash / Deposit Accounts
DC Pensions
Structured Products
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Service models for management company
investor record keeping
Full service
Remote service (systems only)
Shared service – any option between full and bureau by
– Channel
– Product
– Process
– Function
Models can be changed dynamically
– Cope with volume spikes
– Avoid need to take on long-term property or staff commitments
– Handle special exercises
– Change of business priorities
– Speedy start up at IFDS
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IFDS UK client base - Examples
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Example Service Model
USA
US OPERATIONS
Postal/Fax dealing
Written Enquiries
Settlement
Reconciliation
Distributions
Isle of Man Operations
All off-shore processing for IoM
Isle of Man
UK Operations
Telephone servicing and
processing
UK, London
Fund Accounting
Private client system
supplier
UK, London
Remote Transfer Agency system
delivery
Document Management Department
Data Centre
IFDS UK, Basildon
Shared Service Model
Remote Service Model
Daily data feed external support
IFDS Data links
Operations
Written processing
India
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a joint venture of DST Systems and State Street
Challenges
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Infrastructure Challenges – the highlights !
•400 + new servers per year
•Heat light Power – “Green” awareness
•Support Overhead
•Growing diverse user community
•24*7 delivery both prod and test
•Work Life Balance
•Distributed processing
•Monitoring overhead
•Capacity Planning
•Unstructured growth
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a joint venture of DST Systems and State Street
Solutions
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Virtualise the Servers
•Reduces footprint
•Easier & quicker to deploy
•P2V then Consolidate
•Single Console
•Structured growth
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Virtualise the Apps
•Reduces footprint
•Easier & quicker to deploy
•Device independence
•Single Console
•Structured growth
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Hang on a minute !!
•Multiple New technologies’ being deployed
•Too Many tactical solutions
•Board getting nervous
•Some successes but not everything lived up to the salesman’s hype
•Are we all pulling in the right direction ?
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a joint venture of DST Systems and State Street
Vision
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We needed a Vision & Clear Direction
•To ensure that internally we knew what we were doing &
•To Ensure IFDS knew what we were doing !!
•(This is an on-going challenge that must not be
underestimated)
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•“People do not want quarter-inch drills. They want
quarter-inch holes.” - Professor Emeritus Theodore Levitt,
Harvard Business School
Or put another way
•It is important to keep in mind that a customer does not
buy features of a service, but fulfilment of needs.
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Vision Statement
The Ability, from a standardised single portal & logon, to access all IFDS Group & Third party applications regardless of IFDS Data Centre, Client Location, Client Device or Client Operating System
Create an “on-demand” infrastructure and associated administration with greater than 85% STP regardless of Data Centre location
Create a Service Delivery infrastructure so that services can be dynamically allocated to the optimum resource across multiple Data Centres
Create an Environment where Risk and Compliance are at the centre of all deliverables
Improve the work/life balance by significantly reducing out of hours support & automating where possible repetitive workload
Deliver the above in a secure, controlled, auditable and financially viable fashion
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What does this actually mean ?
•Put simply 2 deliverables :-
•Service Virtualisation
•User Virtualisation
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Physical Network
Production Development Test
Physical Servers
Windows / Cloud Red Hat/Cloud Power (AS/400)
Physical Storage
CIFS / Cloud NFS VIOS
Applications, Service Catalogue & SMART (Audit& Control)
Distribution
Citrix (Xen) App V Direct / VDI
Au
tom
atio
n &
Au
dit
= C
on
tro
l & E
ffic
ien
cy
“Service” Virtualisation “User” Virtualisation
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Delivering the Vision
30 Initiatives
90+ Strategic projects
Documenting & planning the journey
Engaging stakeholders & demonstrating value in the end goal
Securing funding (ROI)
Complimenting existing/future BAU projects
Ensure that demonstrable targets are promoted and understood
Promote and ensure that Service Delivery are all pulling in the same direction
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a joint venture of DST Systems and State Street
Vision in Practice
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In reality we have to multitask
Delivering the
Vision
Backend
Network & Server
virtualisation
Frontend
Application virtualisation
& automation
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Phase 1
2000+ servers
Adding 400+ servers per year
Both Windows & Linux
Engaged Proact to support ambitious server virtualising project
Project delivered to budget and majority of expectations
Now 72% virtualised
Adding 400+ servers per year
Multiple challenges around licencing
Very little negative feedback
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Phase 2
Consolidate Orientate Aggregate
Service Level
Asset Utilisation
Speed of Deployment
Total Cost
Risk
Complexity
Infrastructure Virtualisation Service Catalogue
Service Oriented Infrastructure
Current IFDS Position
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a joint venture of DST Systems and State Street
Lessons Learnt
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Lessons learned
•No single solution fit all – you need to communicate the
vision
•Communicate to your support teams – they are the ones that
need to deliver, one quote “Your Dreams can become my
Nightmares” – I need to keep working on this
•Timeframe
•Work with your Product Partner
•Understand Licensing !!!!!!!!!!!!!!!!!!!!!!!!!!!
•From a users point of view “Change is additional work” even
if it is for the better !!
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Lessons learned
•Take time to educate and promote the benefits to your
customers
•Understand the fears of change
•Ensure that your controls in the physical world are
adequately replicated in the virtual world – 30% increase in
Servers due to ease of build.
• Audit & Controls
•Above all
•Include all business areas from CEO to Administrators
•Involve all IT staff
•Inform
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a joint venture of DST Systems and State Street
Thank you & Any Questions ?