VMworld 2013: VMware Horizon View Business Process Desktop

VMware Horizon View Business Process Desktop

Geoff Murase, VMware

Chris Fedje, Telus Communications

Brian Seibenick, SSOE Group

EUC5570

#EUC5570

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Agenda

Market Trends

Business Process Desktop Solution Overview

Telus Case Study

SSOE Group Case Study

Q&A

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Market Trends

“Seventeen percent of the actual IT

budget in 2012 was spent on outsourcing

(offshore, domestic, captive hires too).

Outsourced spending on domestic staff

was 8 percent of the 2012 budget, up

from 3 percent in 2011.”

Since 2000, the global market size of

outsourced services has more than

doubled (TPI)

Common outsourced functions include:

• Customer support

• Technical support

• Application development

• Accounting

• Telemarketing

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Outsourcing and Offshoring Use Cases

Outsourcing functions to third parties

• Example: outsourcing a contact center to focus on core competencies

• Customer concerns: security, management

Offshoring non-core functions

• Example: offshoring a billing function to save on labor costs

• Customer concerns: high availability, latency, management

Offshoring to third party developers

• Example: offshoring application development or testing

• Customer concerns: high availability, security, management

Seasonal workforce needs

• Example: running a promotion and needing more workers on a temporary basis

• Customer concerns: security, provisioning

Simple desktops needed

• Example: internal help desks with a single application

• Customer concerns: ease of use, management

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Customer Pain Point – Security

Data theft

• Malicious workers can steal

company and customer data

for their own benefit

Compliance

• Government requirements such as

HIPAA require technical safeguards

of personal data

Data loss

• Local storage of data is at risk

of being lost

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Customer Pain Point – Ensuring Uptime

Power outages

• Remote site power outages can

cause service disruptions for

essential services such as

customer support

Natural disasters

• Unforeseen natural disasters such

as earthquakes or hurricanes can

discontinue operations indefinitely

Network outages

• Wide Area Networks are known to

have reliability issues, especially

over long distances

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Customer Pain Point – Remote Management

Provisioning new users

• Some outsourced functions such as

call centers have seasonality which

requires an expanding and

contracting workforce

Remote upgrades of software

• OS and applications need to be kept

up to date in order to maintain

worker productivity

Remote maintenance

• Support issues at remote locations

require costly maintenance visits

by technicians

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Agenda

Market Trends


Telus Case Study


Q&A

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The Business Process Desktop solution is a reference architecture

targeted at customers looking to outsource or offshore

business processes

Key Features

• Flexible scalability

• Centralized management

• Data replication

• Security

• High availability

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Business Process Outsourcing Requirements

Simple Easy to Use Desktops

Multi-site

High Availability

Remote Management

Security

Compliance

Storage Backup and Restore

Flexible Scalability

Low Cost

Antivirus

Unified Communications

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The BPD Solution Addresses Customer Pain Points

Security

• Two factor authentication

• VMware Configuration manager ensures compliance (e.g., HIPAA)

• Centralized storage of data prevents data loss

Uptime

• Desktops can be accessed by different endpoints

• Load balancing directs traffic to appropriate endpoints

• Redundancy ensures business continuity

Remote Management

• Centralized provisioning enables flexible scalability

• Centralized upgrades and troubleshooting

• Remote maintenance calls are unnecessary

Corporate Headquarters

Corporate Colocation Center 3rd Party Datacenter

Use

r P

rofil

es,

Corp

Data

Use

r Pro

files,

Corp

Data

Images

Images

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Components of the BPD Solution

Function Validated Components and Vendors

Virtualized Desktops VMware View

End to end monitoring vCOPs for View

Compliance monitoring vCenter Configuration Manager

Firewall for virtual datacenters vCloud Networking and Security Edge

Application level firewall vCloud Networking and Security App

Backup and Restore EMC Avamar CommVault Simpana 9

SSO with RADIUS Safenet Authentication Manager Indigo Identityware – InSession

Desktop Antivirus McAfee MOVE anti-virus Trend Micro Deep Security

Replication Microsoft DFS Replication

Load Balancer F5 BIG-IP GTM LTM APM

Unified Communications Avaya, Cisco, Microsoft, and Mitel

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Customer Case Study – Republic Bank

Challenge

• Every year, Republic Bankcorp’s Tax Refund Solutions

business unit staffs a call center with 450 seasonal

workers hired to help customers prepare tax returns

• Every year, the bank rented a fleet of call center

computers for six months

• The problem was that this six-month rental cost as much

as a three-year equipment lease

Solutions

• VMware Business Process Desktop

• Security features prevent users from unauthorized

access or activity

Results

• Call-center costs were reduced approximately

$300,000 a year

“With desktop

virtualization, we

are able to support

our Tax Refund

Solutions business

in a much more

efficient, higher

performance

manner while

saving the company

$300k a year.”

– Sean O’Mahoney,

VP of Technology

Services

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Customer Case Study – Stefanini TechTeam

Challenge

• Expand international helpdesk operations over high

latency connections

• Protect data security, centralize desktop management

and provide agents with high-performance desktops

Solution


• Helpdesks around the world are configured to use

datacenter resources in the United States or Belgium

• Approximately 380 helpdesk employee end users

Results

• Helpdesk agents worldwide gain high performance

desktop access to IT resources in U.S. or Belgium

• Security advantages of centralizing information in

the datacenter

At TechTeam, View is

enabling us to expand

our revenue-

generating helpdesk

operations cost-

efficiently, through an

infrastructure that can

scale and adapt

quickly to meet future

demands.”

– Daniel Chapiewski,

Global Infrastructure

Director

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Customer Case Study – Amway

Challenge

• Centralize financial operations to Costa Rica

• Support 400+ Contact Center agents remotely

• Did not want local datacenter (no time and

security issues)

Solution


Results

• Cannot tell the desktops are remote

• Reduce security risks

• Eliminate spyware, blue screens of death

• Costa Rica project a model for worldwide

Amway operations

• Video: http://www.youtube.com/watch?v=u9qekMN2D8A

“We’ve been able to

build a system that is

completely dynamic,

manageable and

scalable and deliver it

thousands of miles

away.”

– Josiah Becker,

Systems Support

Analyst

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Agenda

Market Trends


Telus Case Study


Q&A

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TELUS Case Study – Background Information

Company size

• 30,000 Employees

• $10.9B Annual Revenue

• Offices across North America, Central America, Philippines

Business

• TELUS is the leading National telecommunications company in Canada with 7.7 million

wireless subscribers, 3.4 million wireline subscribers, 1.4 million Internet subscribers and

678,000 TELUS TV customers.

• TELUS provides a wide range of communications products and services including

wireless, data, Internet Protocol, voice, television, entertainment and video.

History with VMware

• First deployed Horizon View in 2009

• TELUS Builds one major Horizon View pod every year with improving capabilities in

Scale, density and performance each iteration

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Telus Case Study – Horizon View Architecture

Challenge

• Provide security of data delivery to offshore and outsourced third parties

Offshoring functions

• TELUS serves offshore workloads in the United States, Central America, India and the

Philippines.

• Today we serve near 3,000 peak offshore connections to near 5,000 individual users

across multiple time zones and locations.

• Primarily contact center and software development

Infrastructure

• Hardware Backend

• HP BL465 Blades/IBM HS23 blades

• Xsigo VP780+Infiniband/Cisco 55xx+10GB BNT

• NetApp 6240/EMC VNX 7500+5500 NFS+CIFS

• BigIP F5 load balancers

• Hardware End-Points

• Zero client thin devices (Wyse P25/HP T310)

• Windows 7 desktops with Horizon View client

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Telus Case Study – Horizon View Architecture

Software

Display Protocol

• PCoIP

• RDP 7 + Riverbed Steelhead WAN Optimization

Fundamental Architecture Pillar

• Floating, Non-Persistent, Linked-Clones

• Working towards building an on-demand service

• Aggressive user data management

VMware

Horizon View

5.1/5.2

Trend Micro

Deep Security

8/9

Liquidware

Stratusphere

Liquidware

ProfileUnity

w/Flexapp

Windows 7

64bit

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Telus Case Study – Lessons Learned

Benefits

• Security

• Virtual desktop service controls data leak exposure (HTTPS+display protocol only)

• Management

• Centralized end-to-end desktop management

• Normalized service quality

• Availability

• Nimble and flexible desktop service provisioning

• vSphere HA hardware architecture

• BYOD

• Support for employee choice of user devices

• Scalability

• Service provisioning to concurrent connections as opposed to unique users

• Software Management

• Software virtualization simplifies upgrade path from Windows OS and

Internet browsers

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Telus Case Study – Lessons Learned

Costs

• Desktop software licensing

• Unplanned enterprise software deployments affecting TCO

Recommendations

• Preparation

• Know your customer’s workload in terms of metrics (task worker, Developer, Executive)

• Plan your forecast and build your capacity for 12-18 months increments

• Deployment

• Employ rigid DEVELOP-TEST-QA-UAT cycle to insure higher launch quality of the desktop service

• Work with the customer to develop a realistic deployment schedule accounting for business priorities and change management

• Operations

• De-couple application layer from OS Layer – Goal!!

• Develop strong Tier I (Helpdesk) support

• Understand the footprint of each desktop software tool in the VDI service

• Measure service quality and availability proactively

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Agenda

Market Trends


Telus Case Study


Q&A

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SSOE Group Case Study – Background Information

Company size

• Employees - 1,200

• Revenue -$188 Million

• Offices – 29 offices in 7 countries

Business

• 11th largest engineering, architectural, and construction management firm

(Building Design + Construction)

• One of Inc. magazine's fastest growing firms (2012)

• One of the "Best AEC Firms to Work For" (Building Design + Construction)

• Deliver Great Client Service to clients through a full range of EPCM services.

• Makes clients successful by saving them time, trouble, and money

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SSOE Group Case Study – Background Information

Industries

• Chemical

• Semiconductor

• Solar / photovoltaic

• Government

• Power

• Automotive

• Glass

• Healthcare

• Food & consumer products

• Science & technology

History with VMware

• First deployed vSphere – July 2008

• First deployed Horizon View – March 2011

Challenges

• Large file sizes required time consuming downloads

• International expansion required remote access to

centralized data and applications

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SSOE Group Case Study – Horizon View Architecture

Offshoring functions

• International Locations

• Sao Paulo, Brazil

• Ontario, Canada

• Shanghai, China

• Mumbai, India

• Penang, Malaysia

• Singapore

• Number of endpoints

• 125 international endpoints

• Uses

• Typical desktop functions

• Accounting functions

• 2D CADD drafting

• 3D Modeling

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Infrastructure

• Hardware

• Servers

• Cisco B200’s w/ software GPU

• Cisco C260’s w/ software GPU

• Cisco C240’s w/ nVidia Quadro 4000, Quadro 6000 and GRID K1 & K2 cards

• Network

• Cisco Nexus 7010 dual core

• Cisco UCS 6248UP Fabric Interconnect cluster

• Storage

• Equallogic SATA & SAS/SSD Hybrid arrays (legacy)

• Nexgen n5 FusionIO powered arrays (two)

• Endpoints

• Dell & Lenovo workstations & laptops

• Tablet devices (iPad)

• Zero clients (Wyse P20, P45)

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Infrastructure

• Software

• Antivirus

• Microsoft Forefront Endpoint Protection

• Two Factor Authentication

• RSA Authentication Manager with SecurID Tokens

• Applications

• Deltek Vision (ERP)

• Microsoft Lync

• Cisco UC/Microsoft Office

• Design Technology

• Autodesk Revit

• Bentley PlantSpace

• Autodesk AutoCAD

• Bentley MicroStation (and verticals)

• Autodesk Plant3D

• Autodesk Navisworks

• Autodesk Inventor

• Dassault Systèmes SolidWorks

• Bentley ProjectWise

• Autodesk Revit Server

• Autodesk Vault

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SSOE Group Case Study – Lessons Learned

Benefits

• Management

• Control desktop configuration for remote or non-employee users

• Security

• Limit AD account sharing through RSA SecurID tokens

• Increase intellectual property security

• Availability

• Use of Vmware vSphere HA recover from hardware failure

• Scalability

• Rapidly deployed additional workstations to fit unexpected situations

Costs

• Additional application licensing needed ‘in country’ for certain applications

• POC grew faster than expected; had to purchase additional hardware sooner

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SSOE Group Case Study – Lessons Learned

Recommendations

• Preparation

• Procure connectivity on both ends based on:

• Number of users from each location

• Graphic intensity and workflow per user

• Data storage amount and speed based on:

• Floating versus dedicated

• Persistent versus non-persistent

• Licensing implications

• Software EULA’s

• Usage by country

• Deployment

• Get management and end user buy in

• Operations

• Stability of far end network connectivity

• HelpDesk support training

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Agenda

Market Trends


Telus Case Study


Q&A

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Other VMware Activities Related to This Session

HOL:

HOL-MBL-1301

Horizon View from A to Z

Group Discussions:

EUC1001-GD, EUC1006-GD

View with Matt Coppinger or Andre Leibovici

EUC5570

THANK YOU

VMware Horizon View Business Process Desktop

Geoff Murase, VMware

Chris Fedje, Telus Communications

Brian Seibenick, SSOE Group

EUC5570

#EUC5570

VMworld 2013: VMware Horizon View Business Process Desktop

Technology

Transcript of VMworld 2013: VMware Horizon View Business Process Desktop