IBM Global Services

Helping to keep your business-critical Helping to keep your business-critical systems up and runningsystems up and running

High Availability Services High Availability Services for for

resilient infrastructureresilient infrastructure

IBM Global Services

Today, your business simply can't afford to be brought to it's knees by systems that are unavailable. IBM's High Availability Services for resilient infrastructure can help achieve your business availability goals and reduce operating cost by avoiding key system failures that could result in revenue and productivity losses.

The basic foundation for any resilient IT infrastructure begins with solid, reliable technologies. IBM ^ ^ ^ ^ are inherently designed to be highly available and IBM's High Availability Services for resilient infrastructure exploits the new and emerging Autonomic Computing technologies for self managing systems.

What really sets our high availability approach apart is ........

IBM's High Availability Services help keep your entire IT environment -- from server to end-user -- up and running when you need it.....

The IBM "Availability AdvantageThe IBM "Availability Advantage""

IBM Global Services

NetscapeMicrosoft®

Internet ExplorerNet.Commerce™

WebSphere™Netscape

Sun® Solaris™

DB2®

Universal Database™,

Oracle

Visual WarehouseOracle

Teradata

SAP on AIX®

DB2

CICS™ 390

Lotus® Domino™MS Exchange

on Windows NT® Server

Windows NT

Baan on HP/UX

High Availability Demands Are Driving High Availability Demands Are Driving Increasingly Complex IT EnvironmentsIncreasingly Complex IT Environments

IBM Global Services

Back Office is on the Front LineBack Office is on the Front LineMission-Critical is now Business-CriticalMission-Critical is now Business-Critical

IBM Global Services

Built it, and they will come!Built it, and they will come!

IBM Global Services

Lost Revenue

Lost Productivity, Overtime, Rework

Impact on Customer Commitments, Missed Deadlines

Fines / Penalties

Negative Impact on Customer Satisfaction

Weakened Market Position / Business Image

Source: META GroupFile: Enterprise Data Center Strategies (EDCS) 1060

Date: Feb 5, 2002Title: How Safe Is the Business? Perception/Reality Disconnect

Author: Rob Schafer

Tangible And Intangible Consequences Of UnavailabilityTangible And Intangible Consequences Of Unavailability

Industry Sector Revenue/Hour Revenue/Emp/Hour

Energy $281M $569

Telecommunication $2.06 M $169

Manufacturing $1.61 M $134

Financial Institutions $1.49 M $1079

Information Technology $1.34 M $184

Insurance $1.20 M $370

Retail $1.11 M $244

Pharmaceuticals $1.08 M $167

Banking $997 K $131Food/Beverage Processing $804K $153

Consumer Products $786K $128

Chemicals $704K $195

Transportation $669 K $108

Utilities $643K $381

Healthcare $636K $143

Metals/Natural Resources $581K $153

Professional Services $532K $100

Electronics $477K $74

Construction/Engineering $390K $216

Media $340K $120

Hospitality $331K $39

Average $1,011K $206

Potential Loss of Revenue by Industry SectorPotential Loss of Revenue by Industry Sector

IBM Global Services

SystemUnavailable

Planned Database backupsHardware and software upgradesHardware and Software maintenanceReconfigurations, relocations

UnplannedOperating system failuresApplication failuresHardware failuresOperations errorsIneffective processesNatural disastersPower outagesDeliberate attacks (virus, etc.)

Threats to AvailabilityThreats to Availability

IBM Global Services

Resistant to unplanned disruptions.Security-rich environment that help mitigate risk.Transparently adaptive to change.Scalable to upswings and downswings in the market. Assists in rapid recovery should a failure or disruption occur.

InternetTraffic

FIREWALL

DatabaseServer

EnterpriseEnterpriseServerServer

Server

Server

Server

Server

ApplicationApplicationServerServer

Application B

Application C

Application D

Application A

Firewall e-markets Supply Chain Environment

IBM Confidential

IBM Confidential

OtherESS FCSS

SAN

VTS

OtherESS FCSS

SAN

VTS

MetroplexCyberCenter

MetroplexCyberCenter

OtherESS FCSS

SAN

VTS

WAN

64CISCO

NORTELCISCO

NORTELDWDM

Load balancing Servers

DatabaseServer

EnterpriseEnterpriseServerServer

Network Interoperability

A resilient infrastructure helps enable businesses to provide uninterrupted service in the event of man-made or natural stresses to systems, organization, and processes

Today's business-critical IT environments demand a shift from just a Today's business-critical IT environments demand a shift from just a technology environment to a technology infrastructuretechnology environment to a technology infrastructure.....a .....a "resilient infrastructure""resilient infrastructure"

IBM Global Services

The foundation for a resilient IT infrastructure requires The foundation for a resilient IT infrastructure requires technology that's reliable, available and self-managing technology that's reliable, available and self-managing ....Autonomic Computing technology is emerging. ....Autonomic Computing technology is emerging.

IBM Confidential

Self-protectingSelf-protectingAnticipate, detect, identify, and protect against attacks from anywhere

Self-configuringSelf-configuringAdapt automatically to the

dynamically changing environments

Self-healingSelf-healingDiscover, diagnose, and react to disruptions

Self-optimizingSelf-optimizingMonitor and tune

resources automatically

Autonomic Computing Attributes

Evolve Towards Self-managing Systems...

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OrganizationRolesResponsibilitiesStructuresSkillsCross-organizational cooperation

Applications & DataData architecture and designData securityData StorageApplication architecture and design

TechnologyHardware architecturesSystem softwareMiddlewareNetworks

ProcessesIT Process

Change managementProblem managementHelp deskSituation managementAvailability managementBackup and recoverySecurity management

Business ProcessBack office operationsClaims processing

StrategyGovernance modelRisk managementValue delivery & ROIBusiness ownershipTechnical solutions decisionAlignmentCorporate culture

Strategy

Organization

Processes

Applications & Data

Technology

Facilities & Security

Facilities & SecurityPhysical & logical securitySecurity-rich accessPower protectionEnvironmental considerations

Resilient Infrastructure Layers

Taking business-critical availability to a new level.....a balance Taking business-critical availability to a new level.....a balance of IT and business components is the key for creating and of IT and business components is the key for creating and maintaining a resilient infrastructure.maintaining a resilient infrastructure.

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Understanding High AvailabilityUnderstanding High Availability..........

The objective is to provide The objective is to provide an affordable level of availability an affordable level of availability that can support your business requirements and goals.that can support your business requirements and goals.

High Availability Solutions..... High Availability Solutions..... Are not a specific technology Are not a specific technology Should address ALL potential causes of outagesShould address ALL potential causes of outagesIncorporate a variety of strategies and emerging technologiesIncorporate a variety of strategies and emerging technologiesShould balance cost versus acceptable riskShould balance cost versus acceptable riskRequire planning and analysis to identify problems, recommend Require planning and analysis to identify problems, recommend solutions and monitor and manage availability levelssolutions and monitor and manage availability levelsIncorporate all these elements into a comprehensive Incorporate all these elements into a comprehensive "Business Availability Strategy""Business Availability Strategy"

IBM Global Services

SystemsSystemsAvailabilityAvailability

IBM High Availability Services for IBM High Availability Services for resilient infrastructure resilient infrastructure

Designed to optimize uptime and reduce the Designed to optimize uptime and reduce the amount of time your systems are unavailable amount of time your systems are unavailable due to any reason......planned or unplanned. due to any reason......planned or unplanned.

Designed to:

Reduce the number of unplanned outages

Reduce or eliminate the number of planned outages

Reduce the duration of outages

Reduce the scope and impact of outages

Enable planning, design, implement, and managing strategies for continued availability improvements.

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The Bounded System Environment

Designed to enable the creation of an effective, managable, measureable, high availability solution that can:

Define the business-critical systems elements and environmentEnable the identification of potential inhibitors to availability and causes of downtime in the three key areas of : Technology, Process and Organization Enable the ability to monitor, measure and manage availability of the environmentEnable the development of a complete End-to-End solution.

Create a generic model for end-to-endcomponents

Link the model components

Organize the data into our standard domain model

Derive end-to-endavailability from outage and/or product data

Develop plans and processes to support availability in each domain

The IBM "Bounded System" MethodologyThe IBM "Bounded System" Methodology

Hardware

Software

People & Skills

IT Business Processes

Physical Site & Utilities

OperationalProcesses

Applications

IBM Global Services

Coverage Requirement (e.g. 24x7)

Degree of Availability (e.g. 99.9%)

Prioritized List of Prioritized List of Issues & Issues & ConcernsConcerns

Business System

Availability Goal

CurrentAvailability

Level

High level review of Hardware, Software,

Applications, Processes,

Procedures, etc.

BusinessBusinessAvailabilityAvailability

NeedsNeedsBusiness IT Business IT EnvironmentEnvironment

Phase 1 - High Availability Readiness Review

AvailabilityAvailabilityGoalsGoals

Target Target System System

High Availability PlanHigh Availability PlanProcessProcessIssuesIssues

Technology Technology IssuesIssues

Organization Organization IssuesIssues

Availability measurement and reportingProblem managementChange managementTesting OperationsHelp deskBackup & recoveryService level agreements

Network DesignClustering and parallel technologyFault tolerance and redundancyCapacity and performanceServer consolidationDisk mirroring and RAID technologyEnvironmentals

IT Business structure alignmentPeople skillse-businessProcess to organizational linkages

IBM High Availability Services for IBM High Availability Services for resilient infrastructure - Phase 1 resilient infrastructure - Phase 1

IBM Global Services

High AvailabilityHigh AvailabilityImprovementImprovement

RecommendationsRecommendationsIncluding Including

Recommendations to Recommendations to help Reduce or help Reduce or

Eliminate Planned Eliminate Planned Outages Outages

Analysis of causes and

impacts

In-depth review of Hardware, Software,

Applications, Processes,

Procedures, etc.

All Phase 1 All Phase 1 Issues and Issues and ConcernsConcerns

IT IT EnvironmentEnvironment

Phase 2 - Comprehensive Availability Assessment

Causes of Causes of Issues and Issues and ConcernsConcerns

Bounded Bounded SystemSystem

Identification Identification

Factors affecting

availability

Measurable target

system

IBM High Availability Services for IBM High Availability Services for resilient infrastructure - Phase 2resilient infrastructure - Phase 2

IBM Global Services

Phase 3 - Design and Deliver A Unique Availability Solution For A Resilient IT Infrastructure

Availability manager Enhance systems management disciplinesAvailability measurement and reporting servicesTesting servicesHelp desk servicesImproved operational process / proceduresBusiness continuity and recover services

Availability managere-business servicesOn-site technical assistanceIBM education servicesHuman resource planningTechnical advocate services

Availability measurement and reportingProblem managementChange managementTesting OperationsHelp deskBackup and recoveryService level agreements

Network designClustering and parallel technologyFault tolerance and redundancyCapacity and performanceServer consolidationDisk mirroring and RAID technologyEnvironmentals

IT business structure alignmentPeople skillse-businessProcess to organizational linkages

High Availability Solution PlanHigh Availability Solution PlanA Balance of Improvement Recommendations A Balance of Improvement Recommendations

with Business Needs and Affordability with Business Needs and Affordability

ProcessProcessIssuesIssues

Technology Technology IssuesIssues

Organizational Organizational IssuesIssues

Process Process SolutionsSolutions

Technology Technology SolutionsSolutions

Organizational Organizational SolutionsSolutions

Parallel / cluster /mirroring servicesFault tolerant /redundancyServer consolidationSystem, network and application design Remote monitoringEnhanced 7x24 hardware maintenanceSupportLine and advanced technical supportIT optimization servicesPerformance and capacity planningEnvironmental, site planning, power protection services

IBM High Availability Services for IBM High Availability Services for resilient infrastructure - Phase 3resilient infrastructure - Phase 3

IBM Global Services

Availability assessmentAvailability assessmentEvaluates requirements and business goalsSets availability targetsDefines bounded system environment Detailed set of recommendationsAnalysis of planned and unplanned outages and potential single points of failure

Tailored packaged solutionTailored packaged solutionDesigns a tailored package of availability products and services Addresses vulnerabilitiesCorrects weaknesses Supports IBM and OEM productsIncludes an assigned availability manager

Availability readiness review Availability readiness review Availability management overview and educationIdentify your IT availability vision and goals Identify and prioritize availability initiativesDevelop next step to implementing a high availability plan

A Comprehensive High Availability SolutionA Comprehensive High Availability Solution

IBM Global Services

IBM High Availability Services for IBM High Availability Services for resilient infrastructure provides.....resilient infrastructure provides.....

World-class IT business-critical consultingWorld-class IT business-critical consultingHardware and software support servicesHardware and software support servicesSystems and network managementSystems and network managementBusiness continuity and recovery servicesBusiness continuity and recovery servicesSecurity and protection servicesSecurity and protection servicese-business infrastructure servicese-business infrastructure servicesOperations and administrative servicesOperations and administrative servicesSite management and technology enablementSite management and technology enablementMultivendor support services - hardware and softwareMultivendor support services - hardware and software.....and much more .....and much more

IBM Global Services

IBM High Availability Services for resilient infrastructureIBM High Availability Services for resilient infrastructure

Help prevent and reduce your IT business systems downtimeHelp prevent and reduce your IT business systems downtimeOffer a solution tailored to your business-critical needs and goalsOffer a solution tailored to your business-critical needs and goalsHelp tune and optimize your system performanceHelp tune and optimize your system performanceHelp you improve your system and network managementHelp you improve your system and network managementAccelerates the implementation of new technologiesAccelerates the implementation of new technologiesProvides a single point of contact for supportProvides a single point of contact for supportProvides access to extensive IBM services resourcesProvides access to extensive IBM services resources

Offers resilient infrastructure efficiencies including potentially reducing or Offers resilient infrastructure efficiencies including potentially reducing or eliminating planned downtime along with the exploitation of IBM's Autonomic eliminating planned downtime along with the exploitation of IBM's Autonomic Computing Technologies.Computing Technologies.

For more information...www.ibm.com/services/its/us/mus21s12.html

SummarySummary

IBM Global Services

Backup ChartsBackup Charts

IBM Global Services

Server Vendors' High Availability Services: Magic QuadrantServer Vendors' High Availability Services: Magic Quadrant

User demand for high availability of critical systems is driving the market for high-availability services. This MagicQuadrant will help users find a server vendor suited to their high-availability needs.

To help organizations choose the right server vendor for their specific availability needs, Gartner created a Magic Quadrant that positions nine leading server vendors according to their high-availability services strategy, offerings and capabilities (see Figure 1).

Note that the Magic Quadrant takes into account each vendor's total strategy for high-availability services, regardless of technology platform (fault-tolerant servers, midrange servers, mainframes and so on).

We examined the server vendors from two perspectives: their "completeness of vision" and their "ability to execute."

Completeness of vision: The server vendor's focus and investment in the future of high-availability services. This perspective evaluates how successful a company will be at meeting the future needs of its customers based on Gartner's scenario for where the high-availability services market is heading.

Ability to execute: The server vendor's focus on delivering high-availability services. This perspective examines how well a company is doing based on current business and technological realities and on what is being delivered. From these two perspectives, 15 specific rating criteria were weighted and used to evaluate the vendors' high-availability services. Specific rating criteria for server vendors' completeness of vision:• Long-term vision and strategic plan for high-availability services• High-availability services for the full IT life cycle• Use of holistic methodology for high-availability services• Escalation process for high-availability support• Reimbursement of customers for lost revenue• Customer skills training and education offerings• Process or mechanism for ensuring service quality

A Gartner Research Study Evaluating Selected Vendor High-Availability Services

Source: Gartner Research Note. September 30, 2002 Markets, M-18-0369A. Mac Neela, B. Igou, E. Rocco

IBM Global Services

Server Vendors' High Availability Services: Magic QuadrantServer Vendors' High Availability Services: Magic Quadrant(continued)(continued)

Specific rating criteria for server vendors' ability to execute:• Specialists in high-availability services• Remote-site recovery capability• Comprehensive global service and support• Relationship management• Alliances and partnerships• Uptime guarantee• Guaranteed restoration time for hardware• Guaranteed restoration time for software

For each criterion, Gartner scored vendors from one to 10, where one indicated "worst in class" (or "has no offering") and 10 indicated "best in class." These scores were based on vendor briefings, information collected from end-user contacts, general Gartner knowledge and other secondary means. The Magic Quadrant was not based directly on customer interviews, and the results should not be taken as indications of customers' satisfaction levels.

Bottom Line: Organizations that are designing, developing and maintaining a high-availability strategy for their IT systems should continue to find server vendors' services divisions an essential resource. They should also find them important for the success of related availability objectives, such as operational efficiency andquality control.

Organizations can use this Magic Quadrant in two ways: to gain insight into the relative positioning of the server vendors'capabilities for high-availability services; and to help them choose which vendor is best-suited to their IT infrastructure andavailability needs.

A Gartner Research Study Evaluating Selected Vendor High-Availability Services

Source: Gartner Research Note. September 30, 2002 Markets, M-18-0369A. Mac Neela, B. Igou, E. Rocco

IBM Global Services

Server Vendors' High Availability Services: Magic QuadrantServer Vendors' High Availability Services: Magic Quadrant(continued)(continued)

A Gartner Research Study Evaluating Selected Vendor High-Availability Services

Magic Quadrant Evaluating Selected Vendors for Their High-Availability Services

IBM

HPFTSI

UnisysSun

NEC

Stratus

Dell

Bull

As of Sept 02

Niche Players Visionaries

Completeness of Vision

Ability toExecute

Challengers Leaders

FTSI = Fujitsu Technology Solutions, Inc.

Source: Gartner Research Note. September 30, 2002 Markets, M-18-0369A. Mac Neela, B. Igou, E. Rocco

Figure 1

IBM Global Services

Source: Gartner Dataquest (July 2002) Table 2-6 from survey "What Users Really Want, Need and Believe About Hardware Support Services" Author - Eric Rocco

* NOTE: The results reflect the world before HP and Compaq officially merged.The data reflect companies that received more than 5 percent of responses.

Gartner Dataquest Survey - "What Users Really Want, Gartner Dataquest Survey - "What Users Really Want, Need and Believe About Hardware Support Services" Need and Believe About Hardware Support Services"

Best-in-Class Hardware Support Vendors According to End UsersBest-in-Class Hardware Support Vendors According to End UsersThe users were then asked to think about the three companies that they considered best in class The users were then asked to think about the three companies that they considered best in class

relative to hardware support services. Table 2-6 lists the vendors named most often.relative to hardware support services. Table 2-6 lists the vendors named most often.

Percentage of Users Naming Company in Top ThreePercentage of Users Naming Company in Top Three

IBM

Dell Computer

Hewlett-Packard

Cisco Systems

Compaq*

0 5% 10% 15% 20% 25% 30%

24%

15%

13%

10%

8%

IBM, the IBM logo, the e-business logo, IBM eServer, DB2 Universal Database, AIX and WebShpere, are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. Other company, product and service names may be trademarks or service marks of others.

Lotus Domino is a a trademark and Lotus of Lotus Development Corporation and/or IBM Corporation in the United States, other countries, or both.

Microsoft and Windows NT are trademarks of Microsoft Corporation in the United States, other countries, or both.

Sun and Sun Solaris are registered trademarks of Sun Microsystems in the United States and other countries. Netscape Communicator and Netscape Navigator are registered trademarks of Netscape Communications Corporation in the United States and other countries.