Enabling Business Resilience

CONFIDENTIAL | www.mobily.com.sa

Mobily-IBM Alliance

Enabling Business Resilience

2

Agenda

The Business Continuity/DR Marketplace

- Risks, Impact and Cost to your Business

- Saudi market and Customer Concerns

Our Business Continuity Services Portfolio

Consulting…….what is it about ?

Readily Available Solutions for you

- SmartCloud Managed Backup

- SmartCloud Virtualized Server Recovery

Customized DR Solution Example

Closing Thoughts

20th April 2014

3

2012 & 2013 were years of increased global threats with economic losses from all types of natural catastrophes.

IBM Business Continuity & Resiliency Services – 2014 Global Portfolio

Source: Münchener Rückversicherungs-Gesellschaft, Geo Risks Research, NatCatSERVICE, January 2013

http://www.munichre.com/en/media_relations/press_releases/2013/2013_01_03_press_release.aspx

Source: Contingency Planning Research, Inc. and IBM

Many events cause business disruptions & can be costly Clients think of risks in 3 ways; Data, Business driven and Event Driven

Frequency of occurrences

per year

1,000

100

10

1

1/10

1/100

1/1,000

1/10,000

1/100,000

US$1,000 US$10,000 US$100,000 US$1,000,000 US$10,000,000 US$100,000,000

Fre

quent

Infr

equent

Consequences (single occurrence loss) in dollars per occurrence Low High

Viruses

Worms Disk failures

System availability failures

Pandemics

Natural disasters

Application outages

Data corruption

Network problems

Building fires

Terrorism/civil unrest

Data driven risks

Event driven risks

Business driven risks

Regulatory compliance

Workplace inaccessibility

Failure to meet

industry standards

Regional power failures

Governance

Source: IBM

Data growth Long term preservation

Mergers and

acquisitions

New products

Marketing campaigns

Audits

5

Example of an unplanned „‟Event Driven‟‟ Situation……

20th April 2014

6

IT outages from any unplanned event has significant impact

Drop in stock price

Lost deals

Disruption of cash

flow

Lost discounts

Missed payments

Company reputation

Damaged

relationships with

customers, suppliers,

partners, or investors.

Direct revenue losses

or loss of future

revenues

Losses due to

investments not made

Temporary staff

Travel expenses

Equipment rental

Employees who

cannot perform their

jobs

Missed deadlines

Inability to meet

compliance

requirements

Finances Loss of reputation Revenue

Miscellaneous costs Productivity Regulatory

The impact of lost data or unplanned downtime can be catastrophic, resulting

in lost revenue, reputation and competitive position.

What is the Impact to YOUR BUSINESS and to YOUR CUSTOMERS ?

The Economics of IT Risk & Reputation

IBM Global Study on the Economic Impact of IT Risk

Over 2300 respondents from 37 countries and

20 Industries.

• Measures the financial and reputational consequences of business disruptions

caused by business continuity or IT failures.

• Helps determine the resources that should be invested

in to prevent or minimize such IT failures in future.

• Critical in making the business case to the C-suite for elevating the priority of

business continuity activities – getting budget

The Economics of IT Risk & Reputation • What is the financial impact of not having a DR ?

• Below is an example of the allocation of costs determined by event.

$ A

$ B

$ C

$ D

$ E

$ F

----------

$ Impact

BCRS Solution $ Value

9

Agenda










Closing Thoughts & ACTIONS

Why our clients implement Business Continuity Solutions

Cannot afford downtime and need reliable and fast recovery time for key applications

Want to avoid up-front IT investments for recovery

infrastructure

Have skill and resource limitations to deliver

DR/business resilience project „in house‟

Want to have known fixed and manageable costs each

month for a DR solution

Interested in, but need help integrating cloud into disaster-recovery plans

(DRaas / DR in the cloud)

The need to balance risk tolerance and affordability with risk exposure

The KSA Business Continuity / Disaster Recovery Marketplace

• Most companies are protecting their data by having a data backup

• Backup defined as being „reliable‟ although no real evidence that it works

• 70-80% organizations have no Disaster Recovery

• Challenged with finding a suitable 2nd site (location/cost)

• IT environments are a mix of vendors and platforms, physical/virtual

• Customers challenged with building a business case for Disaster Recovery in

order to secure budget

• Commitment only when there is a Compelling Reason to Act (CRA) - Incident

12

Agenda











Over 160 resiliency centers across

70 countries

More than 50 years of business

continuity and disaster recovery

experience

More than 1,800 professionals

dedicated to business continuity and

resiliency, complemented by

400,000+ IBM employees and IBM

Business Partners

IBM BCRS is a leader in Business

Continuity marketplace

More than 9,000 disaster recovery

clients

Four million square feet of floor

space for disaster recovery, with

32,000 work area seats

IBM delivers global expertise and Mobily local knowledge

100 percent success meeting clients

contract commitments who have declared a

disaster (over 950)

More than 10,000 client rehearsals per year

IBM / Mobily providing „‟Best Practices‟‟ to our valued Clients in KSA

Forrester Research ranks IBM as Global DR market leader.

Accenture

CSC

Deloitte

EMC

Ernst & Young

Forsythe Technology

HP

IBM BCRS1

KPMG

PwC

SunGard

Verizon Business

Wipro

Bu

sin

ess

imp

act a

na

lysis

Ris

k a

sse

ssm

en

t

Str

ate

gy &

pla

n

de

ve

lop

me

nt

Glo

ba

l C

ap

ab

ilitie

s a

nd

R

ea

ch

Te

ch

no

log

y/S

I p

art

ne

rsh

ips

Te

stin

g

Rep

ort

ing

& m

etr

ics

Ma

inte

na

nce

& s

up

po

rt

Ce

rtific

atio

n, a

ud

it &

a

sse

ssm

en

t se

rvic

es

Sta

ffin

g le

ve

ls &

e

xp

ert

ise

Basic Good Very good Excellent

Forrester: Source Business Technology Resiliency Capabilities, September 13, 2012 1Business continuity and resilience services

Benefits to YOUR CUSTOMERS

• Solutions to match your needs - flexibility

• Proven delivery track record - Implemented and manage numerous DR projects

• Readily available intellectual capital – speed of execution

• Pool of specialist resiliency expertise – available and skilled

• Being an IBM Customer - demonstrates commitment to becoming resilient to your stakeholders & students

http://www.ibm.com/common/ssi/cgi-bin/ssialias?subtype=WH&infotype=SA&appname=GTSE_RL_IH_USEN&htmlfid=RLL12352USEN&attachment=RLL12352USEN.PDF

Business Continuity & Resiliency Services Offering Portfolio

IBM Resiliency Consulting

Services

Assessment

Planning and Design

Implementation and Testing

IBM Smartcloud Resilience

IBM Smartcloud Managed Backup

IBM SmartCloud Virtualized Server Recovery

IBM SmartCloud Content Management (Archive)

IBM SmartCloud Application Resilience

IBM Infrastructure Recovery

Services

Work Area Recovery

Rapid Recovery

IT Recovery

IBM Managed Resiliency

Services

Managed Continuity

Resilience Program Management

Service Service Product

SmartCloud Resilience

Resiliency Consulting

Managed Resiliency Infrastructure

Recovery

IBM Business

Continuity &

Resiliency

Services

16

Agenda





Consulting…….often the starting point






17

Our approach combines rigor with efficiency to help make risk analysis and mitigation easier and business focused.

IBM enterprise-focused resilience consulting methodology:

Understand

your business

requirements

and risks

Develop solutions

to achieve

your resilience

objectives

Improve your

program

efficiency

and cost

18

BCRS‟ comprehensive Resiliency Consulting Services help you plan for a smarter risk response across your entire enterprise.

Assessment Planning & Design Implementation &

Testing

Business Impact

Analysis

Risk Assessment

Resilience Program

Assessment

Recoverability

Assessment

Availability Assessment

Resilience Plan

Development

Technical Procedure

Development

Resilience Strategy

Design

Resiliency Architecture

Design

Resilience Program

Design

Resilience Plans:

Validation and Testing

Resilience Availability

Management

19

Agenda









Customised DR Solution Example


20

Backup and Restore Success Rates

From a recent Gartner research investigation:

For large enterprise a success rate of 100% every day/night is unlikely.

– machine‟s being powered off, files being open,

– network issues, time-outs, special scripting etc

Many large enterprise service providers target somewhere around a 96% -

98% success rate.

From past research Gartner observed that:

– Best in class organizations regularly exceed 90% nightly success rates

– Average data centers are in the 84% success range

– Best in class remote offices were at 80% success

– Average remote office situations see backup success rates below 70%

With increased automation, deployment of disk-based solutions and backup re-

engineering efforts, we are seeing these numbers rise.

20

SCMB Scope/ Features

Fully managed data backup and restore service including

hardware, software, datacenter space, power and facilities

management

Includes E2E Connectivity and router management

Service Management / Service Desk (1st, 2nd, 3rd level support)

Usage costs „pay as you use‟ per GB per month for data

streamed in and out of the backup environment

Multiple Encryption Standards

Data Compliance management

Provides Industry leading de-duplication technology for rapid,

bandwidth-efficient data transfer

Automated provisioning enables clients to tailor their service

based on their policies and user roles.

Smartcloud Managed Backup (SCMB)

Customer

Production Servers Riyadh

SCMB Features and Benefits SCMB

Commercial model

Upfront Investment

Monthly Usage based - opx

Required Network Dedicated/Shared

Retention Policy option Disk/Tape backup

Charging model

Date Protected (per GB)

Data Streamed (per GB)

Backup success rate >99%

End to End Managed Service 24x7x365 support

Need for duplicate prod. OS licenses None

Operating System and Platform Support Multivendor

Management Reporting & Analytics Automated / Portal based

Protecting Data Across the Enterprise

22

You have your own Managed Backup Portal

Highlights

Helps reduce risk in your data backup environment with centralized reporting tools

Helps improve transparency by providing easier access to backup activity and alert notifications

Facilitates client support by providing more streamlined access to your and IBM support specialists

Use the Storage Portal to:

Provision and activate new clients on the service

Monitor the backup environment

Change the service

Submit service requests to Mobily- IBM

Generate reporting for compliance or other needs

23

Agenda











Challenges with traditional Disaster Recovery

Identical hardware required for recovery

Costs are doubled, complexity is increased

Accurate configuration information is critical

Idle hardware

Standby hardware is needed for faster recovery time objective

Servers that need repurposing at time of disaster are labor

intensive and time consuming

Slow, complex recovery process

Different solutions for different availability tiers

Separate procedures for system and data disks

Separate procedures for desktop PCs

Multi-step recovery processes

Configure

hardware

Install

OS

Configure

operating

system

(OS)

Install

backup

and

restore

agent

Start

“Single-step

automatic

recovery”

Site A Site B

VSR Storage VSR Recovery

Servers Customer

Production

Servers

MPLS/

Internet

VSR Scope/ Features

Fully managed service including hardware, software,

datacenter space, power and facilities management

Includes E2E Connectivity and router management

Service Management / Service Desk (1st, 2nd, 3rd level

support)

User Friendly web based Portal offers capability for

management of protected servers

Continuous replication + Snapshots for best RPO

Protects both physical and virtual production servers

Automated Failover and Failback

RPO in seconds, RTO in minutes (less than 1 hour)

Two Service Options : Gold & Silver

Can test easily & frequently

Predictable costs per server per month pricing model

Virtualized Server Recovery (VSR)

VSR

Portal

Logon

VSR Features and Benefits VSR

Replication

Block Level

File Level

Required Network Dedicated/Shared

Data Backup Compatibility

Tape/Cloud Backup

Replication (DR copy)

Availability to Initiate Failover Immediate (Gold)

State of Availability DR copy is ready be enabled

Estimated Failover Time for 25 servers 60 minutes or Less

Est. Recovery Point Objective (RPO) seconds

End to End Managed Service 24x7x365 support

Need for duplicate prod. OS licenses None

Operating System and Platform Support Various

Length of time allowed in DR mode Unlimited (Gold), 6 weeks

(Silver)

Riyadh

26 26

VSR Customer Portal – Logon and Replication

27

VSR DR & Test phase – VSR Automation does the rest…

28

Agenda











Business Continuity / DR Solution – Customized Example

Main Customer Production

Migrate the existing applications from AIX to RHEL

Replace & migrate existing storage system

Implement new onsite backup solution

Implement virtual server environment failover / failback Solution

Mobily/IBM Recovery Center

Implement virtualized server solution based on IBM Flex Systems and System x on Windows/linux

Implement the new network, Storage and backup solution

Implement virtual environment failover / failback and configure host level replication

Business Continuity Consultancy:

Assess the current Service Continuity and Disaster Recovery Process, Define

Technical, Service and Disaster Recovery Plan. Prepare for a Failover Exercise.

Deliverables

• Resilience Program Assessment Report

• Technical Recovery Procedures

• IT Recovery Plan, BCP & Crisis Management Plan

• Recovery Test Plan & Test Exec Mgt Presentation

• Post-Test Summary Report

(Transition Phase + 5 Years Operations & Run)

Closing Thoughts

Awareness:

Your operations are increasingly exposed to an “always on” requirement

The next disaster or business disruption is only a question of WHEN not IF

Our Solutions help you drive cost savings,

cost predictability and OPEX model

Action:

Lets meet to discuss how we can work together to protect your business

31

Thank

you

for your

interest

ibm.com/services/continuity

Roger Miller Business Continuity & Resiliency Services, Saudi Arabia

+966 050 354 3216

[email protected]

../../../../../../Local Settings/ibm.com/services/continuity

mailto:[email protected]

Backup

Customer Full Site Failover

Service and Technical Recovery Procedures

Time of invocation Time of disruption

Fu

ll se

rvic

es

Service recovery

at DR Site

Customer services before

disruption occurs

Pro

du

ctio

n s

erv

ice

s

Reco

ve

red

se

rvic

e

Crisis Management

PRD DRS

Crisis Management Plan

Disaster Recovery Plan - Failover

MAO: Max Allowed Outage time

RTO: < 60 Mins RPO: 5 Mins Time until decision

Storage OS DB Service App

Failover Automation

Network

VSR Global Operational Support

Operations Customer Interface

Incident Management

Event Detection

Respond to Alerts

Problem Determination

Resolve Basic Problems

Saudi Arabia 1st level Support

IBM Global Command Centre

Monitoring Environment

IBM Saudi Arabia 2nd Level Support Problem Resolution

Synchronise Service

Configure and Support:

- Network

- Servers & Storage

- Database

- Application

Customer

Ticketing

Centre of Competence

Virtual Team

3rd Level Support Problem Resolution

Lead country deployment

Input to development team

Design Service Delivery

Infrastructure

Support

Service

Co-ordinator Language

Support

Customer single point of contact Provides the Data Centre for the Smart Cloud Infrastructure. Implements and supports the hardware; Provides local language support, Provides a Service Coordinator to handle contractual matters and to act as an escalation path to the client.

Middle-East Support

Provides 24 x 7 monitoring, 1st and 2nd Level technical support for the VSR solution

Global Command Centre GDC

Poland

A Virtual team of specialists that provide Level 3 support , lead the initial Country deployments of Smart Cloud Offerings and liaise with other vendors.

COC Virtual Team

IBM Confidential 34

VSR Deployment Timeline for Customer A: 38 servers

Week-01 Week-02 Week-03 Week-04 Week-05

Week-06

Week-07

Week-08

Week-09 Week 10

Network Links & Router Provisioning

Deploy Replication

Agent

VSR Provisioning

PO

Issued

VSR

Deployment

Kick-off

Meeting

Customer A Testing

Connectivity

Complete

VSR Management Portal Access Validate KKU Infrastructure

connectivity to VSR

VSR Portal training / sign-off

VSR

Service

Start

Replication & DR

Testing complete

Contract Preparation, review & agree

Contract

Signed

Hosted Infrastructure Market in KSA (incl Disaster Recovery)

Source: IDC Competitive Profiles and Analysis of Leading IT Services Players in Saudi Arabia, 2013

„IT services providers that have developed

hosting services, and have strong investments

in IT position themselves as trusted partners

to guarantee business continuity in end-

customer organizations‟.

Mobily placed 1st in the hosting infrastructure services

market in Saudi Arabia in 2012, with 29.3% share of the

market. Mobily offers colocation, managed servers, and

disaster recovery services from their 26 datacenters