S&T Outsourcing Services Portfolio Zagreb, 03.11.2011.

Definition

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■ Portfolio of product support and professional services that are brought

together to provide the client with the IT infrastructure, enterprise applications

service or both, to help ensure the success of the service recipient's mission

■ Contracting out a business function to an external provider.

Reasons

■ Cost savings

■ Focus on Core Business

■ Cost restructuring

■ Improve quality

■ Knowledge

■ Contract

■ Operational expertise

■ Access to expertise

■ Capacity management

■ Catalyst for change

■ Enhance capacity for innovation

■ Reduce time to market

■ Commodification

■ Risk management

■ Venture Capital

■ Tax Benefit

■ Scalability

■ Creating leisure time

S&T Solutions Provided

Workplaces and user support

services

Facility

Platforms as a service

IT strategy consulting

IT processes design

SAP implementation and operations

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Workplace Operation Services RATEGY

Client devices Printing LAN

Unified communications Mobile devices Helpdesk

Workplace Operations Services Cover

Workplace Life

Cycle

S&T covers the entire workplace life cycle

Startup ■ Process definition and implementation ■ Implementation Software Distribution ■ Implementation Remote Install ■ Image Creation ■ Package development

Procurement ■ Care of the shopping basket ■ Ensuring the availability ■ Revision Secure Order Processing ■ Accounting ■ Logistics

Installation ■ PreConfiguration

Custom Installation Labeling Asset maintenance

■ Installation Delivery Personalization Commissioning and acceptance Data Restore Entrainment of the packaging

material

Disposal ■ Data Backup ■ Transportation ■ Disposal ■ Data Deletion

Maintenance ■ Central

Operating software distribution Image building Care Packages Software Distribution

■ OnSite Break & Fix Guarantee Software Recovery IMAC/D

AddOn Services ■ Helpdesk ■ 2nd and 3rd level ■ VIP Support ■ Backup ■ Messaging, Communication, Collaboration

Service is tailored to customers needs

Process Software

Distribution Remote Install

Image Creation

Package Develop-

ment Startup

Shopping Basket

Availability Order

Processing Accounting Logistics Procurement

Custom Installation

Labeling Asset

Manage-ment

Delivery Persona-lization

Commis-sioning and Acceptance

Data Restore

Entrain-ment

Installation

Operating software

distribution

Image Building

Care Packages

Software Distribution

Break & Fix Guarantee Software Recovery

Maintenance IMAC/D

Helpdesk 2nd and 3rd

Level VIP

Support Backup Messaging

Communi-cation

Collabo-ration

AddOn Services

Data Backup

Trans-portation

Disposal Data

Deletion Disposal

Managed Printing Services

What are your prining costs?

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Datacenter Operation Services

Service Offering Portfolio

• Datacenter Shared Infrastructure as

a Service

• Storage Operations Services

• Database Operations Services

• Complex systems Operations

Services

• Infrastructure Availability Services

• Network Operations Services

• Security Operations Services

d.OS

Datacenter Operations Services

Datacenter Shared Infrastructure as a

Service

S&T within the Datacenter Landscape

Benefits • Support for critical applications

(e-banking, portals, e-shop)

• Improve Internet connectivity

for the company

• Reliability, load balancing

In-house

Infrastructure Outsourcing

Partner

Commodity

Cloud

Datacenter Shared Infrastructure as a Service

S&T offers a range of cloud based and

traditional Data Center services

3 IaaS and PaaS

4 Managed infrastructure

5 BC/DR outsourcing

All covered by SLA based availability and performance

guarantees

Infrastructure hosting 1

2 Infrastructure outsourcing

S&T Data Center Zagreb

■ Redundant electric power supply from two

independent sources adequately scaled for the

whole DC.

■ Self-service and redundant power generator

that allows to keep running the whole DC

(servers, air condition, additional equipment)

within 12 hours.

■ Redundant series of UPS devices. Each

device in data center is simultaneously

connected to separate UPS.

■ Multiple zone fire control system is equipped

with impressionable smoke detection sensors

for early fire detection. Fire extinction system is

based on FM200 gas and is ecologically

acceptable.

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S&T Data Center Zagreb

■ Multiple zone air conditioning system with

2N+1 redundancy ensures that temperature is

constantly within range of 22ºC ±2ºC.

Relative humidity is 50%RH ±10%RH.

■ Entrance control evidence is conducted by

using combination of security controls which

include anti-theft alarm, electronic

identification, special entrance permit ions etc.

■ Supervisory and monitoring system records

and archives all incidents and alarms in

compliance with ISMS.

■ Service availability report is generated on

monthly basis and is available to our

customers.

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S&T Data Center Zagreb

■ Data Carrier neutral

■ Own Autonomous System (AS) for Internet

connection and sharing information about

dynamic routing with Internet access providers

via BGP. Alternative links to Internet are

supplied via reliable and stable media (fiber

optic)

■ Support 7/24 for problem resolution including

helpdesk service

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S&T Data Center Zagreb

Services

■ Access via secure Public or Private network

communication network to computing

infrastructure in S&T data centre

■ Data Centar connection to Internet via dynamic

routing with redundant Internet providers

(BGP)

■ Equipment rental and hosting

■ Backup services

■ Storage services

■ Administration/maintenance/monitoring of

server(s), network equipment and firewall

system.

■ Initial setup

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S&T Data Center Zagreb

Services

■ Hardware efficiency monitoring

■ Service and maintenance of the HW during

contractual period according to manufacturer’s

recommendations

■ Firewall/security services

■ Disaster Recovery

■ Technical administration

■ Helpdesk service

■ SAP outsourcing

■ eDrazba

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S&T Data Center Zagreb

Services

■ Platforms supported:

Intel (HP, IBM, Dell)

IBM pSeries

HP Itanium

Sun Sparc

■ Operating Systems:

Microsoft Windows

SUN Solaris

HP Unix

IBM AIX

Linux

VMWare

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Application Operation Services

e.g. SAP Outsourcing

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Business Processes Business tasks Customer interaction Commercial activities

Operations of business processes and logic Business operations End-User support in business issues

Application Mgmt. Customized Modules Interfaces Third Party Software

Operations of standard and customized SW SW-Module maintenance Patch and minor update management Performance monitoring & maintenance Tailored and customized modules monitoring Key User support and troubleshooting

Plattform • Operationg System • Database • Middleware

Operations of basic SW components OS & DB monitoring & operation Clean-up and tuning activities Virtual Management Perimeter Services Patch Management

Infrastructure • Server • Storage • dedicated or shared

Housing and Operations of infrastructure Server Hardware Maintenance Storage Maintenance LAN/WAN/Security Room and Infrastructure Access Facilities

SAP Basis Patch Management Day-to-day activities Performance Mgmt.

Operations of SAP Basis SW Patch management and minor upgrades Performance monitoring Transports and client copies

S&T Hrvatska

Technology partners

Adva

Checkpoint

Cisco

Dell

EMC

HP

IBM

Microsoft

NetApp

ORACLE (Sun)

SAP

VMWare

Vendors

International Systems Integrator

Gold Preferred, Authorized Service and Professional Services Partner

Velocity Signature Partner

Executive Partner

Value Added Reseller

Authorized Professional Service Partner

Partnership level

Servers implementation and support:

Midrange (IBM, HP, Oracle/Sun)

Enterprise (IBM, Oracle/Sun, HP)

Storage implementation and support:

Midrange (EMC, Oracle/Sun, IBM, HP, NetApp)

Enterprise (EMC, Oracle/Sun, IBM, HP...)

Network/security

(ADVA, Brocade, Cisco, Checkpoint...)

Technologies

Wide range of vendor choices

Able to recommend the best technology available

Large in-house knowledgebase

Back to back Vendor/Partner support

Professionally trained personnel

Insight in the latest cutting edge technologies

Benefit for the customer

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Thank You!