sun managed operations customer presentation,09 20 2006.star impress 8x
TRANSCRIPT
SunSM Managed Operations
Presenter's Name
Presenter's Title
Presenter's Company
Todays Agenda
Business drivers for outsourcing
Sun Managed Operations
Portfolio of offerings
Processes, People
Delivery Framework, Tools & Technologies
Customer results
Business Drivers
Would you like to...
Reduce IT operating costs
Maximize application availability for your distributed, heterogeneous infrastructure
Address IT challenges while staying focused on strategic initiatives
Maintain control of business-critical systems with flexible services that fit your requirements?
Proactive approach to unique business needs
Sun Managed Operations Value
Attack IT operations costs and complexity through industry best practices, including ITIL-based incident and change management processes
Maximize application availability and system efficiency with predictive monitoring and management services that support heterogeneous environments 24/365
Assign tasks to Sun or 'co-manage' your IT environments keep your IT staff focused on your strategic initiatives
Take advantage of payment structure based on monthly recurring charges versus large up-front costs
Stay in control with selective IT operations outsourcing
Robust Service Capabilities
Incident management
Process structured to increase system performance and efficiency
Provides problem identification, validation and remediation
Rapid isolation and resolution through sophisticated set of monitoring toolsets integrated with inventory, knowledge repository, and management tools
Change management
Changes to customer infrastructure planned and controlled to maximize system performance
Change requests created by customer at any time via ControlPoint portal, and Sun reviews and documents the change
Inventory management
Repository of asset information provides customers current, comprehensive inventory of systems covered 24/365 by Sun Managed Operations
Tracks system info (serial #, CPU, memory), software (including version) and infrastructure configuration changes
ITIL-based operations management functions to maximize availability
Solution Strength Based on Overall Component Integration
PROCESSES
ITIL based from day one
Mature / proven
Highly Automated
Built-in quality controls
Training program
Management support
Continuously reviewed / tuned
Regular customer service reviews to demonstrate value and receive feedback
People organization is an integral part of the service
PEOPLE
Customer focused
Highly skilled
Results oriented
Operations oriented
Clear roles & responsibilities
Natural checks & balances
Motivated / career path
Embrace challenges
TECHNOLOGY
Web-based customer portal
Event, incident & change management
Account & inventory management
Performance reporting
Knowledge base
Summary views
Administration
Monitoring tools suite
Sophisticated engineering and event filtering
Cost effective and secure event delivery and access tools
Raw events enriched with customer specific details
All events consolidated in one event monitor
Highly integrated solution between event manager, trouble ticketing system and OSS systems
Predictive Approach, Flexible Services
Monitoring services
Designed to support effective problem detection, diagnosis, and resolution/remediation
Monitor hardware, operating systems, application platforms, disk storage, backup environments, and custom applications for events that critically affect systems ability to provide service
Performed by agents that create alerts when specific system or application metric exceed a predefined threshold
Management services
Management may cover network, servers, operating systems, applications, storage arrays, tape libraries, databases and clusters
Scope of management tasks is often highly customized and can change throughout course of support engagement
Enhanced management services
Enhanced management capabilities provided on demand
Proactively manage your applications and infrastructure 24/365
Sun Managed Operations
Monitoring Services
24/7 eyes and ears for predicting and identifying network, system and application failures in customer environments
A completely integrated toolset including event management, incident ticketing, change ticketing and asset tracking
Pre-defined ITIL-based operations procedures
Rolled Up views of all operations data via the ControlPoint Portal
Support for different agent technologies including SysEdge, SunMC , BMC Patrol
Fault & Performance Monitoring
Performance/Availability Reporting
Incident Identification
Incident Validation
Incident Ticketing
Incident Notification (15 Min SLA)
Event Management Reports
Security Patch Notification
Change Management for Monitoring
ControlPoint Portal
Service Callout for Sun Products
Inventory Management
Predictive Monitoring
Service Callout for 3rd Party Products
Simulated Transactions (where applicable)
Optional extensions to monitoring services:
Sun Managed Operations
Management Services
Includes all monitoring services capabilities
Responsibility for system and application break-fix and administration tasks
Scheduled execution of mutually agreed to proactive maintenance and analysis tasks
Management of 3rd parties, including hosting and telco vendors
Incident Management
Change Management Management Services
Vendor Escalation and Management
Event Management Analysis
Quarterly Review & Analysis
Quarterly Recommendations
Capacity Recommendations
Administration Services
Sun Managed Operations
Enhanced Management Services
Includes all monitoring and management services capabilities
Administrative of supporting production functions (backup, storage)
Selective execution of critical change functions like patching and code promotion
Proactive tuning, optimization and capacity management
Patch management for heterogeneous is based on mutually agreed upon patching strategy
Backup Management
Backup Restore
Patch Installation
Patch Installation
Code Promotion
Cluster Certification
Patch Management Sun Products
Backup Management
Backup Monitoring
Heterogeneous Support
DATABASES
DB2
Oracle
Sybase
SQL
MS SQL Server
WEB SERVERS
Apache
Active Server
JES (iPlanet)
IIS
OPERATING SYSTEMS
AIX
AS400
HP/UX
Linux
Solaris
Unix
Windows
SECURITY
Checkpoint
Cisco PIX
Netscreen
NETWORKING
Cisco networks
DNS
TCP/IP
VPN
CERTIFICATIONS &
ACCREDITATIONS
BEA WebLogic Cert. Admin.
Cisco CAN, CCNP, CCIE
EMC Admin.
ISACA Security CISSP
ITIL Process Certified
Microsoft MCP, MCSE
Oracle DBA OCP
Sun Certified JAVA Prog.
APPLICATIONS
ATG Dynamo
Broadvision
ColdFusion
EMC
Java / J2EE
JES (iPlanet)
JSP
MS Exchange
Oracle Apps.
Perl
SAP
Siebel
Veritas
Web Trends
Web Logic
Websense
Websphere
STORAGE
Sun
Brocade
EMC
Hitachi
HP-branded (Hitachi)
McData
SunSM Managed Operations Portfolio
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Key Features
24/7 IT operations monitoring and management solutions include incident management, change management, and inventory management services
Flexible services to match your critical business needs and technology requirements so you get exactly what you needwhen and where you need it
ITIL-based knowledge base ensures best practices to manage and resolve issues
High level of operational efficiency ensures fast implementation and response to get and keep you up and running
Predictive Approach to
Operations Management
SunSM Managed Operations
Maximize application availability with operations management services that support heterogeneous environments from the network through the application layer including the SolarisTM Operating System, legacy, HP-UX, Linux, and Windows while benefiting from Suns IT dedicated account engineers who know your environment.
Monitoring services provide tools, a process framework, and 24x365 staff to identify and alert on system and application problems. The customer retains responsibility for resolving issues, implementing changes (using the provided tools and framework), and administering systems.
Managed services are intended to remove the burden of break-fix and administration from customers. Sun responds to alerts, implements changes, manages vendors...essentially acting as a Sys Admin from the client's team.
Scalable Solutions for Managing IT
Expertise From the Network Through the Application Layer
Monitoring and management solutions for hardware, network
devices,
web servers, operating systems, database servers, enterprise and
messaging applications, storage, and security services.
MANAGEMENT
MONITORING
ENHANCED MANAGEMENT
SUN MANAGED OPERATIONS DELIVERY PLATFORM
ITIL-BASED OPERATIONAL PROCESSES INCIDENT, CHANGE & INVENTORY
MANAGEMENT
STORAGE
NETWORK DEVICES
OPERATING SYSTEMS
WEB SERVERS
SECURITY DEVICES
APPLICATIONS
DATABASE SERVERS
Comprehensive Operations Management
Sun Managed Operations provide a comprehensive suite of services
that can be provided remotely
on a selective basis or as part of
a broad outsourcing relationship.
Incident Management
Change Management
Inventory Management
Problem Management
Administrative Management
Patch Management
Code Release
Storage Management
Security Management
Sophisticated Monitoring
Network Management
Application Management
Database Management
Reporting
PROCESS
DISCIPLINES
PROACTIVE
MANAGEMENT
SKILLS
Comprehensive Service Categories
Hardware
Network devices
Web servers
Operating systems
Database servers
Enterprise applications
Messaging applications
Storage including primary disk through tape backup
Security devices such as intrusion detection, firewall and continuous risk assessment
Holistic approach gives end-to-end view of entire application environment
Examples of
Sun Managed Operations
service solutions...
SunSM Managed Operations for storage
Solving for Growth, Cost and Scalability ChallengesKey Features
Subscription-based remote management, monitoring, and reports service for heterogeneous storage environments
Faster integration, provisioning
Strategic data lifecycle, performance and capacity management reports help increase efficiency
Built-in software licenses and dedicated staffing for lower cost and economies of scale
Storage services offers:
Storage management
Storage monitoring
Data management reporting
Some Fortune 500 companies are approaching 1 petabyte (1,024 Tbytes) of data volumes on par with the Pentagon.Compliance Pipeline, September 27, 200424/7/365 storage infrastructure remote monitoring and management via Sun Managed Operations platform reduces staff and budget. Customers realize immediate benefit of certified Sun experts managing day-to-day SAN tasks.
Pre tested and integrated management tools and processes for StorEdge equipment start are already road tested hugely lowering the risk of costly new systems hiccups.Reports, including lifecycle, operations and capacity management reports are designed to prevent surprise disk space demands that can force unscheduled down time. Reports are summarized and delivered on the customer portal either in realtime, monthly or quarterly according to the schedule in the customer handbook. Monthly and quarterly reports are delivered during planning meetings with the customer. All reports are available 24x7x365 on the Managed Storage Service Portal.All responses from proactive provisioning to fault resolution are SLA driven - Sun shares the risk according to the standardized Sun Managed Storage Services SLA.Sun will strive to help customers deliver to the specified level of availability required by their particular environment and storage configurations. SLA terms are detailed in the contract SOW. While set up as a standard offering, the SOW allows for appropriate tailoring of SLAs to meet the critical availability specifications of each customer.
Three levels of Storage Offerings ViaRemote Network Backup (Backup over the secure internet connection. Perfect for small non-complex IT environments or large distributed workforces)
1) Storage & Data Management : SRM reporting, in depth capacity planning and storage architectural improvementsstrategy2) Storage Management Day to day disk and tape storage management select sourcing, 24X7 monitoring and industry standard SLA response from SNIA certified level 2 storage engineers3) Storage Monitoring Helping the customer help themselves. 24X7 disk and backup monitoring and notification. Technical storage incident reporting and trending
Sun Managed Operations for security
Security services that provide the most insightful security available by conducting ongoing, system-wide surveillance and analysis of your environment.
Key Features
24/7 proactive security event monitoring and management services
Intrusion detection, firewall, and
VPN monitoring and management; continuous risk assessment
Event correlation from infrastructure to ensure early detection and preventive coverage
Integrated with holistic operations management solution
Sun Managed Operations for
Sun Ray Server Software (SRSS)
Single management interface for your entire enterprise to provide optimum performance and uptime
Key Features
Flexible services that provide 24/7 remote monitoring, maintenance, administration, tuning and optimization of your Sun Ray Server Software (SRSS) application environment
Maximizes application availability by having Sun technicians notify you of problems before impacting their business
Backed by SLAs, proven ITIL-based methodologies
Dedicated Sun team with the expertise to quickly handle issues
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Enable flexibility to better match service engagement needs
Easily add supplemental system administration skills
Minimize fire-drill activity
Minimize overall support and system management costs
Reduce expensive server downtime
Gain visibility into the performance and reliability
of your investment in Sun equipment
Sun System Monitoring and
Incident Response Packages
Key Features
Helps predict, identify and diagnose possible performance issues and system failures
Remotely monitors key operating systems, hardware, and security variables that support heterogeneous environments
Maximizes application availability by having Sun technicians notify you of problems before impacting your business
Sun monitors and remotely fixes a pre-defined set of issues and manages incidents to completion
Provides access to up-to-date information via the customer portal for review of availability, trouble tickets and resolution times
SunSM Managed Operations Packages
You pick the level of service you need at a fixed price making it easy for you to budget and maximize resources
Monitoring services provide tools, a process framework, and 24x365 staff to identify and alert on system and application problems. The customer retains responsibility for resolving issues, implementing changes (using the provided tools and framework), and administering systems.
Managed services are intended to remove the burden of break-fix and administration from customers. Sun responds to alerts, implements changes, manages vendors...essentially acting as a Sys Admin from the client's team.
SunSM Interim Operations Management
Key Features
Increased availability and Quality
of Service, with least impact on operational costs
Faster time-to-business value while maintaining high service levels
Access to Sun expertise combined with knowledge transfer
Your short-term needs met expertly while helping to lower fixed costs
Short-term Services to Help
You Implement New Solutions
Short-term service implementing new IT solutions that reduce
operational risk
and accelerate ROI
Sun assigns IT operations experts to run new data
center environment, bridge transitory skill gaps and up-level IT
processes enabled
by new technology
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Operating a mission-critical production environment in a demanding business can present major challenges, especially in meeting the business needs for rapid changes to service levels, fast time-to-value implementation of new technology, flexibility, and cost effectiveness. Even with a sound operational framework in place, many businesses may not have the experience, staff or desire to fully operate their mission critical operations while transitioning to a new technology or when applications go live. If they do, they may lack adequate resources needed to effectively deploy their integration project or to cope with emergencies.
Sun Interim Operations Management is a short-term service that helps customers implementing new IT solutions reduce operational risk and accelerate ROI. Sun assigns appropriately skilled IT operations experts to run the new data center environment, bridge transitory skill gaps and up-level IT processes enabled by new technology. Mentoring, knowledge transfer, and hand-over processes help to ensure the customer is fully prepared to run their new IT environment with least impact on long term, fixed costs.
Sun Managed Operations
People
Industry-leading Expertise
The Sun team is involved during the implementation and ongoing support phases to support the customer account and act as valuable extension of IT staff not a replacement
Implementation manager
Customer design engineer (CDE)
Customer service manager (CSM)
Tier 1 analysts
Tier 2 engineers
Tier 3 primary support engineers
Our people are integral to our service from the beginning
Implementation Manager (IM)
Making sure your project implementation is a success
Initiation, design, development, build, test, and implementation phases of the project
Project kickoff
Implementation plan
Customer Design Engineer (CDE)
Designing the optimal monitoring and management solution
Build the design solution to match customer IT and business requirements
Technical interchange meetings with customer to guide successful project implementation
Develop and build the customer's tailored monitoring and management environment
Turn over environment to primary support engineer (PSE)
Customer Service Manager (CSM)
Project management and ongoing support
Overall project management and on-going support
Single point of accountability for Sun Managed Operations engagement
Change management approval and scheduling
Daily/weekly operations reviews
Executive reviews
Tier 1 and 2 Analysts and Engineers
Sun tier 1 analysts
24/7 environment monitoring
Incident identification, validation, ticketing, notification, escalation, and remediation
Sun tier 2 engineers
Advanced incident diagnosis and cause analysis, and remediation
Application maintenance and administration
Distributed engineering skills and certifications: network engineering
Centralized monitoring and management expertise
Tier 3 Primary Support Engineer (PSE)
Technical project lead
Tuning and optimization
Capacity planning
Outage/fault report review
Technical change management approval
Security management
Security assessment/audit deliverables
Deep technical expertise with you every step of the way
Sun Managed Operations
Service Implementation Process,
Delivery Framework,
Tools and Technology
Implementation Process
Collect info and design solution
Development of non-standard requirements
Deployment of monitor & manage solution
Build validation & customer training
Sun Managed Operations delivery activates service
Sun Managed Operations Management Live
Implementation time frame is dependent on scope & customer
Sun's implementation process is built to incorporate structure and flexibility to deliver a quality service in an efficient manner
Initiation
Phase
Design
Phase
Development
Phase
Build
Phase
Test
Phase
Implementation
Phase
Support
Phase
Integrated Delivery Framework
CUSTOMER
The framework for the complete portfolio of
Sun Managed Operations delivered worldwide
The Control Suite shown above is the foundation for the complete range of services that Sun Managed Operations Services delivers to enterprises worldwide, delivering increased IT performance and efficiency. The framework is designed to reflect the adaptability of the Sun Managed Operations platform in offering clients as much or as little control over their systems as needed to maximize the value of their IT investment.
Control Suite is an integrated service delivery solution with four key components: ControlTower ControlCenter ControlBase ControlPoint
ControlTower
Proprietary technology for gathering performance information from the customer environment
ControlTower features receptors that are coded to monitor nearly any piece of infrastructure, anywhere in the world
Handles thousands of simultaneous alarms and performs reliably by storing and forwarding data when the Internet connection is not available
ControlTower is a key component of
the Sun Managed Operations delivery framework.
Remote Operations Management Technology: Anytime, Anywhere
ControlTower is Sun Managed Operations's remote management technology for gathering operations information from the clients operation environment. In both Internet and corporate data centers worldwide, ControlTower collects performance data, encrypts it for security and sends it back to the ControlCenter for review and attention.
ControlCenter analysts resolve nearly 70% of
all incidents at the first line of support.
ControlCenter
24x7 centralized operations center for managing and monitoring the customer environment
ControlCenter analysts have a diverse array of skills sets, offering the customer access to deep expertise at a fraction of the cost of hiring these resources internally
The breadth and depth of our expertise is demonstrated across a wide array of technologies and is continually expanding
ControlCenter is Sun Managed Operations's 24x7 centralized operations center for managing and monitoring a clients environment. SevenSpace has built an industry-leading systems management infrastructure as the foundation for its change, incident and inventory management tools. With expertise in application, network and security engineering, as well as database and systemsadministration, ControlCenter engineers leverage these tools to deliver world-class operations management to businesses at a fraction of the cost of hiring these resources internally.
ControlBase
Proprietary knowledge base of ITIL-based, best-practice operations management procedures for specific operating environments, applications, infrastructures and technologies
Can be customer-specific
Can be technology-specific
Provides validation and remediation steps for incidents occurring within a wide variety of applications and infrastructure
Fully integrated with the ControlPoint (portal), as well as its monitoring and ticketing systems
Currently holding thousands of individual remediation
procedures, ControlBase's breadth of solutions is continually
growing to incorporate newly identified, proven fixes.
ControlBase is Sun Managed Operations proprietary knowledgebase of proven, best-practice operations management procedures for specific operating environments and technologies. Currently holding thousands of individual remediation procedures, this innovative tool allows engineers in the ControlCenter to increase response times and expedite incident resolution at the first line of support.
ControlPoint
ControlPoint provides a secure, intuitive user interface
that gives the customer complete visibility and control over the
current state of their enterprise computing infrastructure and data
centers
User-friendly interface allows the customer to easily
navigate
and contact ControlCenter support experts if needed
Customers can access device status, performance reports, trouble tickets, change management, and inventory and systems configuration information in-context
ControlPoint delivers performance and operations management reports for every managed device in a customer's infrastructure.
Clients can access information about their systems independently through ControlPoint The portal for our management services..
Delivering insight into clients IT infrastructure, performance and business processes, ControlPoint generates reports on-demand, in addition to hundreds of trend and status reports that cover applications, networks and servers. ControlPoint also provides access to Sun Managed Operations's ITIL-based operations management processes by displaying change and incident management tickets. In this manner, ControlPoint is a collaborative tool that allows Sun to be an extension of its clients internal IT departments.
ControlPoint Log-in Screen
Clients can access information about their systems independently through ControlPoint The portal for our management services..
Delivering insight into clients IT infrastructure, performance and business processes, ControlPoint generates reports on-demand, in addition to hundreds of trend and status reports that cover applications, networks and servers. ControlPoint also provides access to Sun Managed Operations's ITIL-based operations management processes by displaying change and incident management tickets. In this manner, ControlPoint is a collaborative tool that allows Sun to be an extension of its clients internal IT departments.
Tools and Systems
ControlTower Appliance (CTA)
Knowledge Management (ControlBase)
Commercial Agents
Reporting
ControlTower Server
ControlPoint Portal
Account Management
Incident & Change Management(Remedy)
Inventory
Micromuse NetCool Omnibus
HP Openview /Proxima Centauri
Native Agents & HW-based alerts
Micromuse Probes
Automation Engine
Reporting Engine
Transaction Monitoring (ISM)
Helpdesk
Correlation Engine
Scripting Interfaces (shell, rexx etc)
Storage Management Applications
NETWORK B
NETWORK A
NOC INFRASTRUCTURE
CUSTOMER INFRASTRUCTURE
Jumpgate Management Platform
On-demand
Connection
FIREWALL
MANAGED DEVICES
CTA
MANAGEMENT STATIONS
JUMPGATE SERVER
On-demand connection using strong encryption is created between JG server and CTA
Low value; keyboard, video and mouse data passed over the connection. JG server is never connected to the managed devices.
No NAT or complex IP routing required. Only a single TCP port is required, this is selectable by the customer.
CTA can live on customers DMZ embracing customers security policy
Native management consoles launched locally within the customers network
One click connection to managed devices (windows, *nix, network, firewall etc)
Ability to launch remediation scripts
Full accountability (user access and applications launched)
Strong token authentication
Management stations use thin client web interface
JumpGate Screenshot
#1 Select Customer
#2 Select Devices
#3 Connect
Control Tower Appliance (CTA)
Overview
Monitoring capabilities
Provides reactive monitoring - Receives events (SNMP, Syslog, etc.) from server agents or devices
Provides proactive monitoring - Polls data (SNMP, ICMP, HTTP, JDBC + other protocols) for alarm generation and reporting
Provides predictive monitoring performs math on multiple data sources to look for pending issues
Stores and forwards alerts to support Internet delivery
Pushes data back to Sun using secure protocols
240 INCIDENT TICKETS
(~20% of Actionable Alarms)
Event Flow Per Day
10,000 Maintenance Alarms
SUPPRESSION METHOD
28M Events
Suppressed by Appliances
3.4M Network
Management System
14,000 Informational
942 ControlCenter
De-Duplication/Discards
EVENT TOTALS
50M RAW EVENTS
Inbound to Appliances
3.5M Events + 24M reporting
data points
to Systems Core (CTS)
26,000 Alarms
2830 Actionable Alarms
(Severity 1 & 2) (reduction of 99.99%)
Managed Operations: Incident Management
Customers benefit from 24x365 incident management Identify, Validate, Notify and Resolve.
!
ControlCenter analysts receive, diagnose and validate alarm using ControlBase. Critical skill sets include OS Admin, Web Admin and Network.
15 Minute Notification SLA
Depending on the incident severity, ControlCenter analyst attempts to resolve the alarm through standard remediation steps documented in knowledge management tool (ControlBase). If not resolved alarm is escalated to Tier 2 SMEs.
If required, Tier 2 Experts communicate with 3rd party vendors or Tier 3 app owners to resolve physical on-site or functionality-specific incidents.
Detailed cause analysis and incident resolution is documented in ControlPoint and available for historic review.
ControlBase
Benefit 24x365 ControlCenter staff of operations specialists
Benefit Tier 2 & service delivery engineers supporting customer alarms
Benefit Single repository of all incident and change ticket history
Managed Operations: Change Management
Customers benefit from 24x365 change management
Submit, Approve, Schedule and Filter.
Change Request
Sun, Customer or Partner submits a change request indicating that work will be required on specific devices.
Customer-specific distribution list is notified of the new request
The group responsible for performing the work, reviews the request, approves and schedules (assigns resources and confirms date /time).
If required, Tier 2 experts communicate with vendors or Tier 3 app owners to perform complex change requests.
All associated alarms are automatically suppressed from ControlCenter view to prevent false call outs.
Details are documented in ControlPoint and available for historic review.
Benefit Easy and clear communication lines to reduce downtime
Benefit Prevent false alarms by suppressing CM related alarms
Benefit Assist in troubleshooting incidents historical view of CMs
Why Customers Choose Sun Managed Operations
Logistics Computer Services
Industry: Automotive
Results: 12% reduction in monthly operations expenditures
Eliminated the need for three shifts of under-utilized IT operators
Implemented stringent management controls based on ITIL best practices
Designed a comprehensive disaster recovery solution
Established one-stop shop for all operations management functions
Challenges:
Overburdened IT development team unable to focus on core business
Top heavy IT staffing requirement based on need to support 24/7 operations center
Absence of in-house security experts to implement protection strategies
Solution:
Sun Managed Operations secures $4.6M agreement to provide five-year managed services solution
Full Sun Managed Services selective sourcing solution including shared resources
LOGISTICS COMPUTER SERVICES, INC
Information Services Contract
Efficiencies gained from: Server consolidation, maintenance consolidation and remote monitoring and management services
Reducing server count by more than half while migrating to Sun FireTM servers powered by the SolarisTM 10 Operating System
Sun responsible for IS operations through Sun Managed
Operations, including a technology refresh to reduce
costs and improve service levels
Our company will maintain control of its infrastructure, but now
employees can focus on more competitive aspects of the business by
devoting resources to improving customer service and delivering
new,
in-demand services to customers.
Steve Ward,
Senior VP and CIO, Frontier
Chicago Public Schools
Industry: Education and Research
Results: 99% uptime for the past three years
New optical network helps CPS realize significant cost savings
Content filtering technology helps CPS comply with federal legislation
Two-hour response and resolution time with a quick response ticket system for technical support issues
Improved security and firewall protection for 60,000 PCs and 900 servers on CPS system
Challenges:
Increased frequency of network outages and Internet connectivity issues
Deteriorating administrative operations and classroom support because of poor network performance
Difficulty collecting and analyzing network performance data due to lack of measurement tools
Complexity of managing multiple technology vendors and service providers
Solution:
Sun Managed Operations provides comprehensive network assessment, management, maintenance and support for CPS LAN/WAN
David Hayne,
Development Director
Urban Outfitters
With Sun Managed Services performing the management and monitoring of our Web sites, we know that our customers will have secure, 24x7 access to our products and that if any issues arise, the Sun Managed Services team will address them immediately so they wont affect our business.
United Utilities Service Delivery
Industry: Energy
Results: Currently achieving 99.99% system availability
Lowered IT support costs for rapid ROI
Project completed ahead of schedule and under budget
Challenges:
Improve operational efficiencies, enhance application
performance, reduce operating costs
Solution:
New IT infrastructure to support mission-critical
applications
powered by SunFire servers
Flexible disaster recovery environment based on Sun StorEdge technologies
Backed by Sun Managed Services IOM; SunSpectrum support; training
WTL plc, an iForceSM partner/VAR, for hardware installation and configuration assistance
Contact Your Sun Sales Representative
to Learn More about Suns Unique Approach to Your Business.
http://www.sun.com/service
/managedservices/index.jsp
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Sun Microsystems, Inc.
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