Copyright © 2003 IMlogic, Inc. Proprietary and Confidential Uday Ghatikar, Sales Engineer, IMlogic June 4, 2004 INBOX Instant Messaging Infrastructure

Copyright © 2003 IMlogic, Inc. Proprietary and Confidential

Uday Ghatikar, Sales Engineer, IMlogic

June 4, 2004

INBOXInstant Messaging Infrastructure Issues


Uday Ghatikar, Sales Engineer, IMlogic

June 4, 2004

INBOXInstant Messaging Infrastructure Issues

R u ready 4 IM?


What is IM?

The Business Case for IM

IT Challenges with IM

Recommended Strategy for IM Deployment

Case Studies

Q&A


What is IM?




Case Studies

Q&A


IM 101

IM is a global network for real-time communication on the Internet

IM Network

IM Client IM Client


IM 101

“Status”

“BuddyList”


IM 101

“Alert”

“Chat”


IM is the World’s Fastest Growing Communications Medium

• 200 million business and consumer IM users (Yahoo)

• 84% of businesses report IM usage (Osterman)

• 2/3 of businesses without business IM plan to deploy (Osterman)

• “By 2006, IM will surpass e-mail as the preferred method of interpersonal communications” (Gartner)0

2

4

6

8

10

12

14

16

PC E-mail IM

Years to 50 Million Users

Less than 2 Years to Reach 50 Million Users


IM Compared to Email

Asynchronous messages

Can’t tell who is available

Store and forward

One Way Channel

Bad with multi-party

Real-time messages

Individual presence

Guaranteed Delivery

Guaranteed Response

Multi-Party Chat

Email IM

Net Net: IM Is a powerful new tool for business communication.


What is IM?




Case Studies

Q&A


Essential to the Real-Time Enterprise

Employee to:

1. Employee(s)

2. Biz Associate(s)

3. Customer(s)

Application to:

1. Employee(s)

2. Biz Associate(s)

3. Customer(s)F

ire

wa

llF

ire

wa

ll

Partners, Suppliers, Vendors Customers

1111 2222 3333

Presence & Routing


Example: Employee Collaboration

1. Person-to-person IM session

2. Add a 3rd person

3. Start multi-party Conference

5. Share a PPT file

4. View Web cam


The Value of Presence and IM

• Without Presence: 4 out of 5 phone calls end up in Voice Mail systems– Presence insures that calls are placed when the remote party

is actually available to take the call• Without Presence: email systems are used for instant

communications…• “Ready to talk about the sales forecast?”• “Launch @ 12:15?”• “Is my 3pm appointment on time?”

– Presence insures that real time communications are done in real time, reducing email system loads

• Without Presence: Applications & People are disconnected…– Presence interactively and contextually connects people

with applications and data, streamlining decision making


Instant Messaging Usage Creates Powerful Business Benefits

• Reduce long distance calls 30% (Gartner)

• Estimated 40% reduction in email usage (Gartner)

• Estimated 15% reduction in voicemail usage (Gartner)

• 43% of IM users use fax less (Osterman Research)

• Reduced T&E, face-to-face collaboration (Microsoft)

Break Even Time for LCS Deployment

$(10,000,000)

$(5,000,000)

$-

$5,000,000

$10,000,000

$15,000,000

$20,000,000

$25,000,000

Up

fro

nt

Yea

r1

Yea

r2

Yea

r3

Based on 20,000 Seat Enterprise2-Year Payback

“Hard” ROI Only!


Example: Presence in a Corporate Portal- Microsoft Sharepoint

Presence in Team Site


Example: Real-Time Exception Handling

Process Improvement: Effective inventory Mgmt increases on-time delivery, decreases downtime

1. System Flags Exception

Supply Chain Mgmt

2. Sends IM Alert to Bob (But Bob’s Gone for the Day)

3. No Response, Routes to Mike

4. Mike’s Available (via SMS)

5. Decision made a). Responds to App b) Auto-responds to Bob


Example: Customer Communications Bot

Customer Relationship Improvement: Effective Reservation Mgmt increases customer loyalty and reduces costs of cancellations

1. System Flags Cancelled Flight Due to

Weather

Reservation System

2. Sends IM Alert to Mike with First alternative flights

3. Mike requests a Particular flight through

Airline Bot

4. Decision made. Airline Bot Responds with reservation change


Who are the Early Adopters?

FINANCE

NYSEMerrill LynchMorgan StanleyBank of America

ENERGY

Royal Dutch / ShellChevronDynegy

GOVERNMENT

National Institute of HealthUS Department of DefenseUS Department of AgricultureFreddie Mac

TECHNOLOGY

Dell Computer CorporationSonyAvaya

MEDIA / TELECOM

QwestMcGraw-Hill / S&PReutersBrittish Telecom

MANUFACTURING

Nestle PurinaTyco ElectronicsKLA Tencor

CONSUMER

EbayCharles SchwabWeb MDPC Connection

OTHER

Starwood HotelsCH RobinsonSafeway


What is IM?




Case Studies

Q&A


IM Networks are Not Interoperable and Lack Standards

Enterprise IM ServersPublic IM Networks

AOL Clients

MSN Clients

Yahoo Clients

EIM ClientsProprietary Clients

Enterprise Hosted

Microsoft E2K IMMicrosoft LCSSametimeXMPP

?MSN Yahoo!AOL Reuters HubIM


IM is a Heterogeneous Problem

0% 20% 40% 60%

Other

Microsoft Window sMessenger

ICQ

Lotus Sametime

Yahoo! Messenger

Microsoft MSNMessenger

AOL InstantMessenger

Organizations Reporting IM Products In Use

Source: Osterman Research

“We had over 10 different forms of IM in our company. Without interoperability, we couldn’t standardize on a single network. We need to communicate with our customers and can’t control which network they use…”

-- First Vice President, Bulge-Bracket Investment Bank


Enterprise IT Challenges for IM

1. Complexity & Chaos“40% of firms that use IM today already have 3 or more IM networks.”

-- Osterman Research

2. Security Vulnerability“Securing Instant Messaging is one of the top 3 priorities for IT managers in 2004”

- Yankee Group3. Legal Risks“Members must also ensure that their use of instant messaging complies with applicable SEC and NASD recordkeeping requirements.”

- NASD4. IT Headaches“We tried to shut off IM and were immediately flooded with support calls. With over 50,000 employees, this was a nightmare!”

-- Andy Brown, CTO, Merrill Lynch


IT Headaches

Email IM

Set from corporate directory Set anonymously by employees

Controlled by IT departmentSame as service offered to

consumer IM users

Deployed as “mission-critical” app for end users

No ability to offer failover or redundancy

Calculated based on known usage metrics

Usage patterns and growth rates are unknown

Integrates with existing security and directory systems

No centralized points of integration

User Accounts

Service Level

Reliability

Scalability

Extensibility


Top 5 IM Security Risks

Viruses, Worms, and Malicious Code over IM

Identity Theft and Spoofing

Information Security Leaks

SPAM over IM -- SPIM

Tunneling Through Firewalls


Viruses, Worms & Malicious Code

• Trojan viruses that steal IM Info– Buddy lists, passwords, Log files (i.e. eFront-ICQ case)

• Trojans that steal info via IM– IP addresses, System Info, etc.

• Viruses that remotely control computer systems via IM

• Classic worms– Over 30 known IM worms today

– Uses APIs from MSN, ICQ, Yahoo, AOL, etc.

– Send files to designated “buddies”

• Blended threats”– Uses IM to find vulnerable systems and spread faster


IM Lacks Strong Authentication and Identity Management

• Trust AOL, MSN, and Yahoo for authentication

• No ownership of domain names (e.g., company.com)

• No federated authentication

• No identity management

• Who owns your ID?69% of IM Users have Anonymous Screen Names!

- eWeek Survey


IM creates a Hole for Information Security Leaks

• Files may be transferred without any surveillance

• URLs and sensitive content may be sent via IM

• No logging or auditing

• No communication boundaries

• No content filtering 36% of IM Users have sent confidential information using IM!

- eWeek Survey


SPIM – A Problem Coming Soon

• SPIM is COMING SOON!

• Pervasive and Growing!– Less than 10% of IM Traffic Today

– Predominately Targeted at Teenagers

– User Level Protection Better than E-mail


IM: Difficult to Block

AOL

Instant MessagingClients

Corporate Firewall

Default Ports Used:505051901863

…and 80

IM NetworksMSN

Yahoo!

• Designed to be easy to install by non-technical users.

• Designed to find the IM network in a variety of network configurations

• Able to use multiple access methods and ports

• Most clients can also communicate via port 80 (http)

• No standard protocols (protocols change frequently)

Engineered for Ubiquitous Access


What is IM?




Case Studies

Q&A


Instant Messaging Infrastructure

Message

Database

InternalDNS Server

LDAP

IMPROXY

QUEUE

Public IM Ntwk(AOL, MSN, Y!)

Enterprise Network Internet

Public IM Clients

Ext Buddy

Archiving

AdministrationReporting

Message


Fail Safe, Scale & Redundancy

Message

InternalDNS Server

LDAP

IMPROXY

QUEUE



Public IM Clients

Ext Buddy

Archiving

Administration Reporting

QUEUE

Database 1

2

3

4


Internal Enterprise IM

Message

InternalDNS Server

LDAP

IM PROXY

QUEUE

Enterprise IM

MSMQMsg



Public IM Clients

Enterprise.Clients

Ext Buddy

Archiving

AdministrationReporting

QUEUE

Database

MSMQ

1

2

3

4


File

Virus Scanning and Spam Control

Archiving

IM MgrData Store

IMPROXY

QUEUE

Public IM Clients


Ext Buddy

Enterprise Network InternetDMZ

LDAP

Administration Reporting

InternalDNS Server

File SpamSpam ScanVirus scan


3 Phase Enterprise IM Strategy

PHASE 3

Deployed Enterprise IM

Productivity &Business Applications

Management &Control

PHASE 1

PHASE 2

’03 EnterpriseAdoption

’03 Early traction ‘04 Deployments

‘04 Traction and Deployments


IM Server

IM MgmtSystem

Phase 1 Infrastructure

•Policy Mgmt•Security•Compliance•Reporting


IM System

InteropGateways

Phase 2 Infrastructure: Interoperability with IM Gateways

•Single-Sign On•Interoperability•Protocol Translation•Directory Mapping

B2CCommunicationDistributed B2B

CommunicationCentralized

B2B

SIP / XMPP

Migrating to Order from Chaos!


IM Server

Phase 3 Infrastructure: IM Application Systems

SIP / XMPP

ERP App Server

CRM

IM ApplicationSystem

•Presence Enable Applications•Launch IM Conversations•Real-Time Alerts•Smart IM and “BOTS”

IM MgmtSystem

B2CB2bB2B


What is IM?




Case Studies

Q&A


Customer Case Study: Merrill Lynch

• Satisfy Compliance Requirements for over 80,000 users– Log messages for AOL, MSN, Yahoo, Exchange IM– Compliance workflow tool and reviewer access permissions– Export to existing email compliance and archiving tools

• Address IM Security Vulnerabilities– Block file transfers– Enforce registration of public IM screen names – Control access based on custom LDAP groups

• Deploy Scalable Enterprise-Class IM Infrastructure– Contractual technical support from IM network providers – No client configuration and integration with custom LDAP– No message loss with fault-tolerance and redundancy


Customer Case Study: Thomson Financial

Presence informationfor all investment professionals using Thomson One application

One-Click IM Conversations with “Smart”

Content!


What is IM?




Case Studies

Q&A


Conclusion and QA

• IM and Presence are Strategic Assets

• Enterprises Need a Comprehensive Strategy for Deploying IM

• Businesses that Embrace IM for Competitive Advantage will Capture Real ROI

Documents

Copyright © 2003 IMlogic, Inc. Proprietary and Confidential Uday Ghatikar, Sales Engineer, IMlogic June 4, 2004 INBOX Instant Messaging Infrastructure