Sun Managed Operations Customer Presentation,09 20 2006

Sun SM Managed Operations ,[object Object],[object Object],[object Object]

Today’s Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Business Drivers ,[object Object],[object Object],[object Object],[object Object],[object Object],Proactive approach to unique business needs

Sun Managed Operations Value ,[object Object],[object Object],[object Object],[object Object],Stay in control with selective IT operations outsourcing

Robust Service Capabilities ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],ITIL-based operations management functions to maximize availability

Solution Strength Based on Overall Component Integration ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Predictive Approach, Flexible Services ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Proactively manage your applications and infrastructure 24/365

Sun Managed Operations Monitoring Services ,[object Object],[object Object],[object Object],[object Object],[object Object],Optional extensions to monitoring services: 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 3 rd Party Products Simulated Transactions (where applicable)

Sun Managed Operations Management Services ,[object Object],[object Object],[object Object],[object Object],Quarterly Review & Analysis Quarterly Recommendations Capacity Recommendations Administration Services Incident Management Change Management – Management Services Vendor Escalation and Management Event Management Analysis

Sun Managed Operations Enhanced Management Services ,[object Object],[object Object],[object Object],[object Object],[object Object],Backup Management Backup Restore Patch Installation Patch Installation Code Promotion Cluster Certification Patch Management – Sun Products Backup Management Backup Monitoring

Heterogeneous Support ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Sun SM Managed Operations Portfolio

[object Object],[object Object],[object Object],[object Object],[object Object],Predictive Approach to Operations Management Sun SM Managed Operations ,[object Object],Getty_200157229-001

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. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],PROCESS DISCIPLINES PROACTIVE MANAGEMENT SKILLS

Comprehensive Service Categories ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Holistic approach gives end-to-end view of entire application environment

Examples of Sun Managed Operations service solutions...

Sun SM Managed Operations for storage Solving for Growth, Cost and Scalability Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Some Fortune 500 companies are approaching 1 petabyte (1,024 Tbytes) of data – volumes on par with the Pentagon. Compliance Pipeline, September 27, 2004 24/7/365 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.

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. ,[object Object],[object Object],[object Object],[object Object],[object Object]

Sun Managed Operations for Sun Ray Server Software (SRSS) Single management interface for your entire enterprise to provide optimum performance and uptime ,[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Sun System Monitoring and Incident Response Packages ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Sun SM 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 Getty_200157229-001

Sun SM Interim Operations Management ,[object Object],[object Object],[object Object],[object Object],[object Object],Short-term Services to Help You Implement New Solutions ,[object Object],[object Object],Getty_AA025668

Industry-leading Expertise ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Our people are integral to our service from the beginning

Implementation Manager (IM) ,[object Object],[object Object],[object Object],Making sure your project implementation is a success

Customer Design Engineer (CDE) ,[object Object],[object Object],[object Object],[object Object],Designing the optimal monitoring and management solution

Customer Service Manager (CSM) ,[object Object],[object Object],[object Object],[object Object],[object Object],Project management and ongoing support

Tier 1 and 2 Analysts and Engineers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Centralized monitoring and management expertise

Tier 3 Primary Support Engineer (PSE) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],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 The framework for the complete portfolio of Sun Managed Operations delivered worldwide

ControlTower ,[object Object],[object Object],[object Object],ControlTower is a key component of the Sun Managed Operations delivery framework. Remote Operations Management Technology: Anytime, Anywhere

ControlCenter analysts resolve nearly 70% of all incidents at the first line of support. ControlCenter ,[object Object],[object Object],[object Object]

ControlBase ,[object Object],[object Object],[object Object],[object Object],[object Object],Currently holding thousands of individual remediation procedures, ControlBase's breadth of solutions is continually growing to incorporate newly identified, proven fixes.

ControlPoint ,[object Object],[object Object],[object Object],ControlPoint delivers performance and operations management reports for every managed device in a customer's infrastructure.

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 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

JumpGate – Screenshot #1 Select Customer #2 Select Devices #3 Connect

Control Tower Appliance (CTA) Overview ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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 ,[object Object],! 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 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 3 rd 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.

Managed Operations: Change Management ,[object Object],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 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.

Why Customers Choose Sun Managed Operations

Logistics Computer Services ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],LOGISTICS COMPUTER SERVICES, INC

Information Services Contract ,[object Object],[object Object],[object Object],“ 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 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

“ 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 won’t affect our business. ” David Hayne, Development Director Urban Outfitters

United Utilities Service Delivery ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Contact Your Sun Sales Representative to Learn More about Sun’s Unique Approach to Your Business. http://www.sun.com/service /managedservices/index.jsp

Sun Managed Operations Customer Presentation,09 20 2006

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Sun Managed Operations Customer Presentation,09 20 2006