Exceptional Service, Exceptional People

Critical Environment Risk Management

for Data Centres

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Data centre experienceNorland supports some of the world’s leading enterprise data centres and co-location

facilities. Recognised by the Uptime Institute as a premium provider of data centre

facilities maintenance and now offering data centre fit-out services, Norland has led the

way in critical environment risk management for over eight years.

Our extensive understanding of data centres and white space management means we are

experts in preserving the integrity and service availability of an organisation’s hosted

computer environment.

When you’ve built your critical environment for 100%uptime, we are dedicated to maintaining it that way.

Specialists in mission-critical environments where business continuity is a fundamental

requirement, our Critical Environment capabilities deliver the zero downtime, secure and

fully resilient environment needed for our clients’ data and business systems. Norland’s

holistic approach views the data centre as a set of interdependent systems all of which

need to be managed and maintained in a risk averse manner. Our structured and robust

approach systematically mitigates the risks associated with such a complex and multi-

layered environment.

Whether it’s mechanical or electrical, human or ICT,we’ve got it covered.

Norland has the skills and know-how to work in environments where poor performance,

mistakes or negligence by a less skilled provider would have a major impact on revenue

and corporate reputation.

Fujitsu provides managed data centre services to organisations in every market

sector and were one of the first providers offering a cloud-based IaaS solution.

”We’ve been working with Norland since 2003. Wevalue their vast experience of working in live datacentres and their understanding of the criticality ofzero downtime environments. A high-performance,resilient data centre offer is core to our business.Norland were responsible for a £2.8m upgrade to oneof our data centres involving the installation of highdensity cubes and chillers with associated switchgear.Norland completed this complex project with noimpact on the existing chillers and provided a resilient600kw of additional cooling capacity to combat thehigh heat loads of blade servers”. Derek Wakeford, Head of Engineering, Group Property and Facilities, Fujitsu

We work with our clients to:-

• identify and mitigate any threats

to service availability and uptime

of their operations

• develop a robust maintenance

schedule to cover all mechanical

and electrical systems as well as

ICT and other services as required

• optimise use of their assets and

identify new efficiencies

• improve energy usage

• reduce stranded capacity

• fit-out their facility to schedule

and within budget according to

the levels of resiliency and

redundancy required by

the business

1 – Communication

2 – Risk Register

3 – Critical Works Sign-off

4 – Critical Equipment PPM Tracker

5 – Critical Spares Management

6 – Competency DNA

7 – Incident and Near Miss Reporting

8 – After Action Review ‘AAR’

9 – Critical Plant and Area Labelling

10 – Critical Systems Availability

“Norland are specialists in

providing critical risk management

services, M&E maintenance and ICT services to data centres. Our standard design approach ensures compliance with the Uptime Institute’s

Tier III design criteria and Norland’s experience of

obtaining Uptime Institute operational accreditation

makes them the perfect partner for us”.

Nigel Stevens, Chief Marketing Officer, Infinity SDC

Managing and mitigating riskNorland’s Critical Environment Risk Management (CERM™) is a co-operative approach to the

management of risks associated with Critical Systems. It integrates the management of engineering

risks and the resultant business risks. Any business interruption which might result from work in

critical areas is fully assessed and adequate controls are put in place to mitigate such risk.

• Systems are maintained and monitored in accordance with a documented

maintenance programme

• Personnel recognise that human factors are responsible for the majority of outages

• Effective and properly tested procedures are in place for operating critical engineering

systems and for managing unexpected events

• Spares for critical engineering systems are effectively managed

• There is visibility of the risks and the potential threat to business

• Continuous learning takes place through constant feedback

CERMView™ is a secure,

web-based portal which shows

compliance with, and progress

against, the CERM™ steps.

MYCERMView sends

management and engineering

alerts via SMS or email, as

specified in the fully

customisable interface.

CERMView provides real-time

management of critical risk

factors and reinforces the

culture of risk awareness

and reduction.

The CERM™ steps

Norland on board at Ark ContinuityArk specialises in the design, construction and operation of high-integrity data centres,

developed to deliver some of Europe’s most resilient, scalable and predictable mission-

critical infrastructures.

Norland provides Ark with mechanical and electrical maintenance services on an ongoing

basis underpinned by CERM™ methodologies. We support Ark with their processes and

documentation in compliance with BS 25999, ISO 27001 and ISO 14001; constantly

working together to ensure that all processes and documentation are maintained at the

standards required. Since the initial assessments to gain these standards, both companies

continue to work together identifying methods to reduce carbon emissions and optimise

PUE and generally improve the services offered to Ark’s clients.

Not only is Norland responsible for all electrical and mechanical maintenance and white-

space fit-out services, the company also provides technical and general cleaning across

both data centre campus locations, as well as ISO 14001 compliant waste management

and pest control.

Complete ICT and M&E fit-out

Norland supports Ark’s new clients as they take up occupation in their dedicated data

room or suite by providing a converged ICT and M&E white space fit-out service. This

integrated package is designed for rapid deployment. Norland has the capability to

design, project manage and deploy the copper and fibre-optic cabling, equipment

cabinets, containment and mechanical and electrical services.

“Norland has considerable experience in data centremobilisation and together we adopt a meticulously well-planned approach to provide both rapid deployment andrigorous engineering. Norland fit excellently with our ownteam of professionals. Both are skilled in the complexities ofdelivering and operating mission-critical infrastructures,meeting and often exceeding our clients’ expectationsand requirements”. Richard Borton, Operations Director, Ark Continuity

Single-source solutionCE360 is Norland’s portfolio of services specifically developed

for zero downtime, business-critical environments.

• mechanical and electrical maintenance

• facilities management

• fabrics maintenance

• energy and power usage efficiency

• capital projects

• ICT deployment and management

• data centre fit-out services

• consultancy, benchmarking and auditing

All CE360 services are underpinned by the robust working practices embodied in

Norland’s CERM™ framework and its suite of online management information systems.

CE360 services are designed and deployed by Norland’s ‘Uptime Institute’ accredited

tier specialists.

CE360 integrates mechanical and electrical facilities maintenance with the management

of the IT infrastructure. Its single approach provides the command, control and

monitoring necessary to manage all aspects of the data centre which, if not properly

maintained, will contribute to service downtime.

Converged on riskThe philosophy behind Critical Environment Risk Management (CERM™) is about

instilling the right culture and behaviours to effectively reduce risk. Known as the ‘House

of CERM’, its five pillars provide a framework for ensuring risk is adequately assessed and

effectively controlled and that critical training and human factors are considered.

• Focus: specifications, systems and processes are aligned with risk mitigation principles

• Consistency: ensures good practice happens time and time again

• Compliance: critically aligned audits KPIs/SLAs

• Visibility: builds confidence around risks and engages all stakeholders

• Learning: continuous feedback and auditable track record Right Culture

Effective CERM™

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Complete ICT fit-outNorland’s ICT team for ‘critical environments’ consists of highly-experienced professionals

with a wealth of direct data centre experience. Our team designs, provisions, operates

and maintains the infrastructure which supports converged voice and data

communications. This includes structured cabling systems, power and temperature

management systems, racking and stacking, capacity management, cable containment

systems, smart hands, adds, moves and changes, user connectivity and cold

aisle containment.

A global financial services company selected Norland for the £3.5m fit-out of their new

data centre facility. The 14 week programme included the design, procurement,

installation, testing and project management of a complete ICT Infrastructure

encompassing structured cabling (copper and fibre), communications cabinets, cold aisle

containment, power distribution units and cable management. Norland were already

maintaining the bank’s mechanical and electrical engineering requirements nationally,

which gave Norland a comprehensive understanding of the operational and

environmental requirements needed for the critical ICT project.

The new infrastructure supports 40G/100G connectivity and included the deployment of

200 cabinets, 600 ports, over 15,000 fibre-optic connections and 700 fibre trunk cables

as well as 12 high-density patching frames.

“We needed to complete the entire fit-out of thenew data centre in a very demanding eight weekprogramme. The ability to be flexible has beeninstrumental in keeping this on track. The client nowhas a data centre of an exceptional standard and arevery impressed with the high quality of the work andthe design achieved”.

Michael Shaw, ICT Director, Norland

© 2012 Norland Managed Services Ltd. All rights reserved. Information is for guidance only.

Norland is a leading provider of hard services-led facilities

management. One of the UK’s fastest-growing FM companies,

Norland manages and enhances the capital assets of national and

global businesses. Since its formation in 1984 Norland has

achieved consistent annual growth, which has been built on

delivering exceptional levels of customer service and by investing

heavily in people and technology.

Norland works from a strategic network of regional offices

throughout the UK, Ireland, Europe and the US.

Consistently strong annual growth means Norland is ranked

highly in the Sunday Times HSBC Top Track 250 league table.

The company is a 2012 CIBSE award winner for Training for

Building Performance.

Norland Managed Services LtdCity Bridge House57 Southwark StreetLondon SE1 1RU

t: 020 7871 9100f: 020 7871 9101e: info@norlandmanagedservices.co.ukw: www.norlandmanagedservices.co.uk

/NorlandMS /company/52690

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