End to end business transformation

OnePoint4 Re-Sourcing.
End-to-end Enterprise Architecture
Solution Design.
Technical Solution Concept.
Ajay Kumar Uppal, CTO

End to end Solution.
Structureof thedocument Explanation
 Technical Solution perTowerEDC, EWP, COM,UHD and Service Management&
Governance
 Technical Solutions that areunderpinning specific Solution approaches fortheSolution
Elements (e.g.Dynamic Computing Platform, BIS, etc.)
 Customerunspecific !
 Solution Elements aresubstructures of the Solution Tower
 Solution Elementsare not specific toone BU – theBU viewshould
beapplied within differentsolution overviews
 Highlight of CMO findings – summary and specific details
if necessaryperBU
 Highlight FMO approach (if necessaryon BU level)
TechnicalSolution(perTower)
GeneralSolutionAspects
CustomerspecificSolutionElement1
CMO Understanding& FMO SolutionApproach
TechnicalSolutionDetailsfor Customer
Benefitsfor Customer
CustomerspecificSolutionElement2
Overview CMO Understanding& FMO Solution
Glossary
 Technical Details highlighting thespecific solution approaches
and concepts
 Reflect theProvider Standard solution and theapplication
forCustomer
 Specific Highlights of theBU dedicated realizations based
on thefindings thathave beenmade during DD
TechnicalSolutionfor Customer
 Overview of technical benefits – no Business Benefits
 Highlight Benefitswhy aBU specific solution (if existing) is so beneficial
Benefitsfor Customer
…
January 29,
2012
2

1. Governance & Service Management.
The Customer Business Management and the
Service Delivery Management are the key
functions for joint interaction.
January 29,
2012
Customer (Customer) – OnePoint4 – Re-Sourcing 3
Customer –Central IT Governance Organization
ThirdParty SupportofProviderdelivery/Steeredandcoordinated
withProviderPartnerPerformanceProgram
Service Delivery, Service Level Management,
Reporting
Business & IT Requirements, Changes
Escalation
CustomerBusiness
Management(Sales)
Provider Service Organization
 Relationshipmanagementanddemandmanagement
 ContractManagement
 EscalationManagement/CustomerSatisfaction
ServiceDelivery
Management(Service)
 Managementofdeliveryorganization,Partners(incl.subcontractors)
 ChangeManagement,QualityManagementandEscalationManagement
 ReportingandSLA Mgt / Commercialprocessingandinvoicing
OperationsDelivery
Management(Production)
 Deliveryrequiredservicesas agreedwithscopeandquality
 TechnicalSolutionDelivery,Operations&ThirdPartyManagement
 EscalationManagement
GeneralFunctions of Provider Service Organization for Customer

Ina globalsettinga centralGovernanceneeds
decentralizedfunctionsto implementand manage
it adherence.
Customer´sregionalhubs
 Fortheregionalhubs,regional
rolesensureconsistentlocal/regional
collaborationalongcentralGovernance.
Provider’regionalhubs
 Regionalhubsmanagelocal/regionaldelivery
(internal& thirdpartiesaccordingto
Customerrequirements)
Focusof regionalinteraction
 Steeringandalignmentof regionaltopics(e.g.
demand,changes, escalation,projects,
compliance).
Focusof centralinteraction
 Strategicandoperationalalignment
 Overarching Service& QualityReview
 InnovationPresentation
 ServicePlanning& Control(Release)
AC PS
AC PS
AC PS
BR
US
MX
DE
CH
AC PS AU
AC PS
IT
AC PS AU
AC PS
CN
IN
AC PS AU
HubAPAC
HubEU/
Centre
HubAM
PrinciplesofGovernanceapproachRegionalSteeringLogicwitha hubstructure
Retained
IT@Customer
Provider
…
…
…
HubEU/
Centre
HubAM HubAPAC
Regional
ThirdParties
Regional/
local
Delivery
Regional
ThirdParties
Regional/
local
Delivery
Regional
ThirdParties
Regional/
local
Delivery
CentralDelivery
1.Governance&Service Management.
RegionalHubsenableCentralGovernancelogic
ona globalscaleandensurelocalanchoring.
January 29, 2012Customer (Customer)–OnePoint4–Re-Sourcing 4

The integrated service tool suite is used for
Customer service delivery.
January 29,
2012
 One integrated tool suite used by all global
delivery units
 One central and standardized tool for Incident,
Problem, Change Mgmt. enabling service chains
for traceability
 Bi-directional incident interfaces (WebServices on
Enterprise Service BUS) to SAP SolMan &
Matrix42 integrates IT tools with external third
parties & internal resolver groups
 One central “MyWorkplace”-Portal with “Portlets”
for Incident (create, view), EWP-Shop, User Self
Services, Reporting & Documentation
 Technical Order Management – based on
business service catalogue-enables order
validation & ensures CMDB updates triggered by
automated IMAC-D
 Reporting from the tool suite available
for self service in “myCustomer”
OverviewofSolutionapproachGeneralITTool Architecture
Authorized User
CentralITGov. Org.
ResolverGroups
EndUser
KeyUser ResolverGroups
Portal
My Customer
Service Toolset (UHD)
EDC EWP COM
ExternalSPAsset Mgmt. uCMDB
Enterprise
ResourcePlanning
Capacity
Monitoring
Availability
Repository
ProvisioningWor
kingPlan
System Mgt.
Toolset
Provisioning
WorkingPlan
System Mgt.
Toolset
Software Mgt.Availability
Repository
Capacity
Monitoring
System Mgt.
Toolset
ProvisioningWor
kingPlan
Incident
(create/view)
Reporting
Document
Library
MyMDS(Cat.
& WebShop)
ServiceRequest
Engine
Document
Library
Reporting
DWH / Data Mart KnowledgeMgmt.DB
Incident
Problem
Change
Release
Request
Enterprise ServiceBus

Cooperation with +Customer+ 2nd level support
groups via Service Management Backbone.
 Two alternative ways for Customer end user
to open ticket
 CallUHD @ Provider
 INMmodule in myCustomer Portal
 One central and standardized tool (SM9) for
Incident, Problem, Change Mgmt.enabling service
chains for traceability
 Routing via SMBB incident to service provider
resolver groups and Customer internal resolver
groups via bi-directional B2B interface
 WebSRM ensures global accessibility to central
SM9 System for Provider onsite support and 2nd
level support of both
Provider and Customer named resolver groups
 One central “My Customer Portal”-Portal with
“Portlet” for Incident (create, view) handling
ServiceManagementBackbone(SMBB)
INMSystem:HP Service Manager
Incident Management
Customer
end-user
Team
Customer1-
n
My Workplace
Provider
Service
Desk
Provider Portal
CustomerINM-Systems:Matrix42
Incident Management
CustomerINM-Systems:SAP SolMan
Incident Management
Open Ticket/
GetTicket Status
Open
Ticket/
GetTicket
Status
Open Ticket/
GetTicket
Status
Work on Ticket
Ticket
INMSystem:WebSRM
Incident Management
Incident Management
Interconnection
Ticket
Ticket
B2B
Inter-
face
Provider
Onsite2nd Level
Provider
2nd Level
Work on Ticket
January 29,
2012
6Customer (Customer) – OnePoint4 – Re-Sourcing

An integrated Reporting Platform creates
standardized
Reports for Customer services, presented on the
MyCustomer Web-Portal.
January 29,
2012
DataSource
 ProcesssupportingITtoolsdorepresentdata
sourceforunderlyingServiceManagement
processes.
 Datadeliveredbyvarioussourcesystems(e.g.
EDC, COMmonitoring)isintegratedintoCore
DataWarehouse.
ReportCompilation
 Reportsarecreatedby usageof
DataMartsaccordingtospecifiedfrequency.
ReportPresentation
 AccessandPresentationofReportsfor
authorizedCustomerusers(retainedIT
Organization)via PortletinMyCustomerWeb
- Portalaccordingtoagreeddocument format.
Multi-LayerData WarehouseBusiness IntelligenceReporting Architecture
Portal
Layer
Presentation
Layer
Output
Layer
Storage/
DataLayer
Layer
Data
Stream
myCustomerWeb PortalDoc.Lib. InfoView
Evaluationprocess
Source
Systems
User
Interface
Business
Objects
Cap. IPC Cust. Cust. Cust. Cust.
COMEWPEDCuCMDB OtherSCBSM
ETL 2,Business Objects Data Integrator
SLA
CoreData Warehouse
R R R R R R R
Evaluation
Tables Staging Area
Adjustment
ETLEP
Custo
mer
Annotation Datamarts

Agenda.
January 29,
2012
1 ServiceManagement
andGovernance
2 TechnicalSolution
EDC
3 TechnicalSolution
EWP + UHD
4 TechnicalSolution
COM
Glossary

Agenda.
January 29,
2012
1 ServiceManagementand Governance
2 TechnicalSolutionEDC
2.1 GeneralSolutionAspects
2.1.1 ProviderTwin CoreData Center
2.1.2 Dynamic ComputingPlatform
2.1.3 Backup IntegratedStorage
2.2 SpecificSolutionElementsEDC
2.2.1 SAPSolution
2.2.2 Non-SAPApplicationSolution
(ApplicationoperationsandDB/MW)
2.2.3 Active DirectorySolution
2.2.4 Messaging& SharePointSolution
3 TechnicalSolutionEWP + UHD
3.1.1 ProviderWorkplaceSolution
3.1.2 ClientVirtualization
3.2 SpecificSolutionElementsEWP + UHD
3.2.1 RoleBasedEWP approachfor Customer
3.2.2 UHDSolution
3.2.3 FieldServiceConcept(Break& Fix)
3.2.4 ClientConfiguration& SW Distribution
3.2.5 SupplyChainSolution
3.2.6 PrintingSolution
4 TechnicalSolutionCOM
4.1.1 ProvidermLAN Solution
4.1.2 ProviderMVoIPSolution
4.1.3 Video StreamingCapabilities
(additionalOption)
4.2 SpecificSolutionElementsCOM
4.2.1 WAN Solution
4.2.2 (W)LAN Solution
4.2.3 VoIPSolution
4.2.4 NetworkSecuritySolution

Provider Twin Core Data Center
2.1.1

OverviewofProviderglobalDCcapabilities
2.1.1 Provider Twin Core Data Center.
The Provider global Data Center Strategy is focused on
delivering Cloud based services from 7 strategic Twin Core
Data Centers worldwide.
January 29,
2012
 Provideroperates7strategicDCs for delivery
computing servicesworldwide
 Fortechnologicalorcustomerindividualrequirements,
Provideroperatesmorethan50 regionalorcustomer
individualData/Computer Rooms
 Keyaspectof theProviderglobal DC strategyis to
reducethe regionalData Centersbyutilizingglobal
MPLSnetworkcapabilitiestoprovideCloudbasednet
centric services.
OverviewofProviderDCstrategy
Scope Total
DCSpace(m2) 123,400
OSY Servers 58,100
SAPS 19,980,100
SAPnamed User 3,264,300
Principle: Minimize PoDs – Maximize PoPs
Twincore PoP
Regional PoD
Backbone

 Uptime Institutedividesdata centersinto four classes(tier1 to 4)
 Providerclassifiestier 1 andtier2 data centersascomputer rooms
 Providerdatacentersfulfill at leastleasttier 3.
 ThestrategicTwin Coredata centersare to be classifiedas tier3+ (meansfull
componentsredundancyexceptcoolingis active/passive)
The 7 Strategic- Systems Twin Core Data Centers are
fulfilling the Tier Class 3 (Uptime institute) with enhanced
capabilities required for Tier 4.
January 29,
2012
Tier1 Tier2 Tier3 Tier4
Availability 99.671% 99.741% 99.982% 99.995%
Energy and
cooling
Single Single Multiple Multiple
Redundant
components
— Active
standby
Active
standby
Active
parallel
operation
Probability
of failure
< 28.8 hrs
p.a.
< 22 hrsp.a. < 1.6 hrsp.a. < 1.0 hrsp.a.
99.67%
99.74%
99.98%
99.99%
Tier1 Tier2 Tier3 Tier4
Provider
computer
rooms
Provider
datacenters
DC Munich
AvailabilityforTierclassesfromUptimeinstitute ProviderTwinCoreDCstrategy– DCFeatures
3+

The Twin Core Data Center Setup enables high availability
and disaster recovery concepts through its possibilities to
redundant solution layouts.
January 29,
2012
GeneralOverviewTwinCoreArchitecture
 All Provider TwinCore datacentersare consistingof
twoindependentdatacenterslocationswith distance
of at least10 km.
 Datacenter configuration,layoutandinstallationsis
according to specificationsof“Uptime-Institute“
classification:Tier3-4 (3+)
 Thedatacentercellsare laidout fullyredundantand
have separatedfirecellsfor“in-house”High
Availabilitysolutions.
 TheTwin Coreconcept enableseasyimplementation
of disasterrecoverysolutionsforredundantsystems
(applications,database,storageandservers)
 ForBackupIntegratedStorage(BIS) onebackup cellis
availableoneach location.Thebackup generationsare
storedonthe otherlocationto keepprimarydatanot
at the samelocationasthe backupdata.Backup Cells
areavailablein bothlocations.
OverviewofTwinCoreDCfeatures
Twin CoreDC – SiteA Twin CoreDC – SiteB
Backup Cell
Application
Database
Storage
ApplicationServerClusterInterconnect(IC) DB Interconnect SAN/ NAS network

2.1.1 Provider Twin Core Data Center . Provider uses
the
Twin Core Data Center in Munich for providing Cloud
Based
Service for Customer ready to be attached to the Global
Customer WAN.
January 29,
2012
 Bothdatacentersareconnectedvia DWDM (DenseWavelengthDivision
Multiplex)links
 Redundantconnection(Dualaccessconnection)
 Distanceabout10 KM betweeneach data centercore
 Theredundantlayoutof networkcomponentsenablesthedeliveryof services
according to therequiredSLAs
 DisasterRecoveryready- usedforCustomerforSAPSolution
 Each datacenter with 2 FireProtectionZones
 TheTwin Coredatacenter isequippedwith theTechnologyBaseof the
Dynamic ComputingPlatform
Example TwinCoreMunichEuroIndustriepark
Classification Tier3+
Powerand cooling Power:2 x active
Cooling: active/passive
Componentredundancy 2 x (n+1)
BOutput(kVA) 5,200
IT area(sqm) 9,600
Max. downtime(hrs/year) 1.3
Availability(%) 99.985
ProviderDC 1
Munich 036/MTU
ProviderDC 2
Munich EIP
Internet
Provideradmin. net
MPLS
Ethernet Ethernet
Router Router
Firewall FirewallLoad balancer/
switch
Load balancer/
switch
Firewall Firewall
Backup/
storage
Backup/
storage
EthernetEthernet
QA/DEV QA/DEVPRD PRD
TwinCoreArchitecture TwinCoreDataCentercharacteristics- Munich

Benefits of Twin Core Concept for Customer.
January 29,
2012
 TwinCoreArchitectureenableshighavailabilitythroughitsdisastertolerantarchitecture
applyingtwo separatelocations
 Highlevelofreliabilitythroughredundantdesignlayoutsandappliedun-interruptible
components
 Global TwinCoreDataCenterBackbone ensurescapacityleverageand
enablescustomersindividualortechnological ICT requirements
High Availability &
Reliability
 EstablishedTechnologyBaseforthe DynamicComputing Platformenables
Cloud basedservicesreadyforthe futureandflexible to Customer businessneeds.
 Highavailablebroadbandaccesstothe ProviderBackbone and MPLSnetworkenablesaccessto
Cloud BasedServicesfromanywhereinthe world.
Sustainable base for Cloud
Services
 Fulfillmentof market-requestedCompliancerules(e.g. ISAE3402 report) throughimplemented
securityandoperationsconcepts
 Highsecurityofcustomerdataand systemsthroughintegratedsecurityconcepts,processesand
installedappliances(physicalsecurity)
State-of-the-art
Compliance fulfillment
andsecurity concepts

Dynamic ComputingPlatform
2.1.2

2.1.2 Dynamic Computing Platform.
The Dynamic Computing Platform enables Cloud Service
providing cost efficiency applying standardized architecture
and industrialized operations.
 Industrialized mass production as private cloud service
 Highly standardized andautomated
 Integrated High Availability feature
 Backup Integrated Storage (BIS) with standardized backup
procedures
 Standardizedtechnical architecture andengineered
roadmapforHW, OS,DB,MW & standardapplications
 Encapsulated applications for indus- trializedApplication
Mgmt.
 Special network infrastructure integrated in
overall operations concept
Features ofthe “Dynamic Services Platform”
 Individual platform produced according
to“Best Practice”
 Dedicated server configurations
 Matches highest performance
andavailability requirements
 Number ofOSversions per derivative
(Unix, Solaris,Windows) is not limited
 Free choice ofhardware
 All storage andarchive services areavailable
 Free choice of system links (WAN/LAN/Storage)
Features “Classic Services”
Cost Efficiency Individuality
January 29,
2012

2.1.2 Dynamic Computing Platform
Provider’ Standard Dynamic Services Solutions support
alternative sourcing options for managed services.
Data centreinfrastructure
Network& firewall
Physicalservers
Virtualization
Operatingsystems
Infrastructuresoftware(MW/DB)
Hostedapplicationsoftware
Interconnectingnetwork
ManagedApplicationsoftware
People
Device
AaaS
SaaS
PaaS
IaaS
Degreeof customer’s
influenceonservice
ProviderDynamic Servicesfor…
Collaboration
(Exchange&SharePoint)
BusinessApplications
(Non-SAP)
SAPSolutions
Infra-
structure
Developers
Managed
Infrastr.(non-SAP)
Degreeof provider’s
influenceonservice
Providerdelivered
Services
Customers’
services
Servicesofferedfor Customer
January 29,
2012

The Dynamic Computing Platform virtualizes across all
relevant components and integrates it into a standardized
delivery model.
 Hardwarepools
Standardizedhardwarecomponentsaremanagedin
pools.Thisenablesfastprovisioning.Incaseof
hardwarefailurethecomponentwill be replaced
insteadof beingrepaired
 Network-basedstorage
Consistentuseof networkstorageenables
simultaneoususeofstoragebydifferentoperation
systeminstances.Thisenablesuninterruptedexchange
andadjustmentof capacities.
 BIS(Backup IntegratedStorage)
UsingBISeliminatesthe needforbackupsoftwarefor
eachindividualserver.Snapshotsof dataare
automaticallycreatedwithin separatestorageareas.
 VLANs
Customerconnectionsandnetworksare fully
separatedfrom eachother ona sharednetworkvia
VLANs (virtualLANs)
KeyfeaturesofthesolutionOverviewofdynamiccomputingcomponents
Softwareimages
Insteadof installingoperatingsystems,systemsare setupusingsoftwareimagesof theoperatingsystem.This
allowsfast,standardizedprovisionof serverinstances.
Virtualization
On theDynamic Servicesplatform, hardwareresourcesareusedefficientlythroughvirtualization.
“Dynamic Servicesfor … “ platform
VirtualServer
Win Linux Unix
StandardHardware
NetworkBasedStorage
IntegratedBackup
VirtualisedNetwork
andFirewalls
Storage
January 29,
2012

…inApplicationPlugsallows
 Replacementinsteadof repairconcepts
 Easierto implementDR scenarios
 Easierpackaging of applicationsallowrapiddeploymentandhigh
standardizationof applicationinstallationand operation
Encapsulation of Applications fromOS…
The Platform architecture includes engineered roadmaps
for HW, OS, DB/MW and standard applications ready for
customer service.
Available forCustomer’s Business Applications
DedicatedFileSystemLayoutsforApplications
 Applicationfilesystemsand filesare separatedfrom the OS file
systemsin Unix
 Applicationfilesystemsare separatedfrom
OSfile systemsinWindowsApplicationFiles
asmuch aspossible
 RestrictionsofCloudPlatform: Noroot accessaftertransformation
andnospecifichardwareinterfaces
IP AddressConcept– Separationof system
andapplication(service)intodifferentIP ranges
(clusterapproach)
Applications andOS areseparated throughHardware IntelbasedComputingplatform, NetappStorage
OperatingSystems Win/Linux, HP UX, Solaris,AIX
Standardsoftwareproducts MicrosoftSharePointServices, MSCommunicationServer2007
Middleware Tibco,IBM WebSphere,BEA WebLogig, BizTalk,MQ Series,Java,
Citrix Metaframe,TomCat
WebServers MicrosoftInternetInformationServer(IIS); Apache
Databases MS SQL, Oracle, DB/2UDB,MySQL, MaxDB
SAP SAP, SAP EP
Standardmessagingproducts MS Exchange, LotusNotes
January 29,
2012

Business
CustomerService
Management
ProviderService
Management
Application
Infrastructure
Implementer
Network
Implementer
Systems
Implementer
Applications
2.1.2 Dynamic Computing Platform.
An integrated provisioning platform provides new
services in several days – a paradigm shift compared
to provisioning of classic services.
Inthe Past Today
Business
CustomerService
Management
ProviderService
Management
Application
Infrastructure
Implementer
Network
Implementer
Systems
Implementer
Applications
Order
Processing
Technical
Concept
Internal
Order
OrderCheck,
Disposition
Internal
Sub-Ordering
Select Master
timeline
Server
procurement
Application
installation
Hand
Over
OrderCheck,
Disposition
If needed:IAS implementation tasks
(e.g.,VLAN, firewall, MPLS,…)
OrderTracking
1–10
days
10–20
days
5–40
days
1–5
days
5–20
days
1–5
days
Standard
Services Order
END
Server
deployment
2–15
days
SeveralWeeks
Detailed system
specification
Dynamic
Services
catalog order
Detailed
specification
with customer
Opt.release
predefined
order
OrderCheck,
Disposition
Internal
sub-ordering
Internalorder
SOM @ SAP
Order
Processing
OrderCheck,
Disposition
END
SeveralDays
AURORA
automatic
provisioning
Order
Tracking
ProgressFeedback
Hand
Over
January 29,
2012

Provisioning according tobusiness needs
Up -and Down-Scaling of Computing resources is
integrated in the provisioning framework of the Dynamic
Computing Platform.
Priceandresources
Time
Conventionalsolution
Idle
resources
Sizedforpeak demand
Servicesarescaled anddelivered according toactual requirements
 In conventional, classic
environment where
dedicated servers are
deployed, system capacity
is sized for peak
requirements, whereas
computing resources are
potentially unused for most
of the time – idle resources.
 The Dynamic Computing
Platforms allow scalable
and flexible adjustment of
computing resources –
additional HW is
standardized and available
in HW pools
 Computing power used
from applications or
systems can be adjusted
according to Business
usage.
Keyfeaturesofthesolution
January 29,
2012

The Delivery of Services utilizing the Dynamic Computing
platform is compliant to market known standards &
certifications.
ENISO
9001:2008
ISO27001
Provider and Ernst
& Young
developed a
methodology for
certifying that data-
center service
delivery processes
comply with SOX
for ISAE 3402
reports (former
SAS 70 Type II).
For system
solutions and
convergent
solutions
combining
information and
communications
technology
Certified
information
security
management
system for
Provider, including
its data centers.
ISO20000 ISO14001
OHSAS 18001
IT operations and
service
management
processes are
aligned with the IT
Infrastructure
Library (ITIL)
SOX
ISAE3402
Health, safety and
environmental
management
system based on
an environmental
management
system and an
occupational
health and safety
management
system.
January 29,
2012

Overview of the Benefits of the Dynamic Computing
Platform.
 Flexible UpandDownsizingofcomputingresources leadstooptimalresourceutilization
 Highscalabilityisintegratedintheplatformasstandardbuildingblocks
arethebasisforthedeterminationofcomputingcapacity
High Flexibility and
scalability
 Easierpackagingofapplicationsallowsrapiddeploymentand highstandardizationofapplication
installationandoperation
 EasyIntegrationofnewservices(Plug&Play)offersbusinessflexibility
 Fastallocationofadditionalcomputingresourcesallowstimelyreaction
tobusinessrequirements
Fast Provisioning –
“Plug &Play”
 IntegratedHighAvailabilitythrough“replaceinsteadofrepair”principleprovidesmaximumsystem&
applicationstability
 Standardizedcomponentsensuremaximumcompatibilityand enableeasy
toinitiatefail-overconceptsaswellasDisasterRecoveryconcepts
High Availability
integrated
 Reducedoperationeffortsandefficientserviceprovisioningthroughhighlevel
ofautomationin thestandardoperationsframework
Standardized
Operations
January 29,
2012

Backup Integrated Storage
2.1.3

2.1.3 Backup Integrated Storage.
As part of a Standard Storage and Backup Solution,
Provider offers Backup-integrated-Storage (BIS) as class
“High” with DR features.
January 29,
2012
StorageQualityBISHigh(e.g.appliedforSAPSolution)
 Provider offers a standard storage
solution with integrated backup that
provided DR capabilities.
Features:
 Fully mirrored BIS storage components
(disk based), across two different sites
ensure high availability of data with no
loss of data in case of failure
 BIS storage includes 30 generations of
data snapshots held on Nearstore filers
(fire section C, backup Cell of second
Twin Core data center Site B - other
than where the primary storage is
located)
 No requirement of additional tape
backups. Long term backups and off-site
vaulting tape backups are on request.
 High flexibility for system maintenance
windows by easy switching of
productions systems before maintenance
 DR requirements can be flexibly
implemented as primary data and backup
data are separately located.
 FlexClone technology is used for fast
copies
KeyfeaturesofBISHigh
Backup
SnapVault™
Twin Core DC – Site A Twin Core DC – Site B
FireSection C
FireSection A FireSection A
IPStorage
Network
UNIX Linux Windows
DWDM
UNIX Linux Windows
IPStorage
Network
SATA SATA
Syncmirror™
Metro-Cluster
FC
FC
FC
FC
Filerhead

StorageQualityBIS (e.g.appliedforSAPSolutionnonProductiveSystems)
 Provideroffers astandardstoragesolutionwithintegrated
backupspanningovertwodifferentFireProtectionZonesin
oneTwinCoreDCsites.
Features:
• ThelayoutoftheFilerheadis redundantandlocatedintwo
different FireProtectionZones.
• Storage Conceptis laidoutas RaidDP(doubleparity)–
diskbasedandnon-mirrored
 TheBISstorageincludes30generationsofdatasnapshots
heldonNearstorefilers(firesectionC,backupCellof
secondTwinCoredata center SiteB-otherthanwherethe
primarystorageislocated)
 Norequirementofadditionaltapebackups.Longterm
backupsandoff-sitevaultingtapebackupsareonrequest.
 DRrequirements canbeflexiblyimplementedas primary
dataandbackupdata areseparatelylocated.
 FlexClonetechnologyisusedforfastcopies
KeyfeaturesofBIS
Backup
SnapVault™
Twin CoreDC – Fire ProtectionZoneA TwinCore DC – FireProtectionZone B
Fire Section C
FireSection A
IPStorage
Network
UNIX Linux Windows UNIX Linux Windows
IPStorage
Network
SATA SATA
FC
FC
Back Up Cell Twin Core Site B
FireSectionC
FilerheadFilerhead
2.1.3BackupIntegratedStorage.
Aspart ofa Standard Storage andBackupSolution,Provideroffers Backup-integrated-
Storage(BIS) withstandardbackupprocedures.

2.1.3 Backup Integrated Storage.
Overview of the Benefits of Backup-Integrated-
Storage.
January 29,
2012
 “Paywhatyouuse”leadstopredictabilityofcostsaccordingtocurrentbusinessrequirements
 Flexibleandeasyimplementationof DRscenariosallowfulfilmentofaudit
& compliancerequirements
 Flexible provisionofadditionalstoragevolumesallowstimelyreaction
tochangingcapacitiesaccordingtobusinessrequirements
High degreeof
flexibility in service
provisioning of
additional volumes
 FastRestorein caseofDataFailureleadstoahighreliabilityandavailability
ofdata– Dataisheldon fastNASdisks
 Fullymirrored BISstoragecomponents(BISHigh), acrosstwo differentsitesensurehighavailability
andDRfeatureswithnolossofdatain case offailure
High Availability of
Customer Data
 Predefined,standardizedandintegratedcomponents,configurationsand backupproceduresallow
highreliability
 Minimizedoperationeffortthroughhighlevelofautomationandindustrializationappliedtothe
backupproceduresandprovisioningconcepts
Standardized delivery
concept

SpecificSolutionElements EDC
2.2

 Applicationsandsystemsinthecurrentdata centerswillbe
centralizedtooneofthe
ProviderTwinCoredata centersinGermany–toMunich
 ThetechnicalbasefortheProviderDynamicComputing
PlatformwhichwillbeusedforCustomercentralSAPand
NonSAPsystemsislocatedinthistwincoredata center
 LocalserverroomsatCustomerpremiseswillremainfor
operationoflocallyrequiredapplications
 Localbasedserverswillbeoperatedby
Providerremotesiteservices
 AccordingtotheEWPconceptforfile&print,software
distributionandactive directoryapproach,existingservers
willbereplacedorreusedbyProviderstandardbuilding
blockswiththeircentralandde-centralcomponents
Furthertechnicaldetailsareprovidedinthefollowingsections.
Provider Remote
operations center
Data
room
Datar
oom
DCUS
DCSwiss
Kloten
DCSwiss
Balsberg
Data
room
DCRüsselsheimDC
Frankfurt
DCSwiss
Zürich
CustomerDC/
Dataroom
Provider
DataCenter
Data
room
Remote operatingfor servers
located in server rooms
January 29, 2012 31Customer (Customer)–OnePoint4–Re-Sourcing
2.2SolutionElementsEDC.
Main EDC solution strategy is to moveall central and where possible
decentral systems tothe Providerstrategic Twin Core Data Center in Munich.
Centralization of current infrastructure Key features ofthe solution

ForSAP landscapes the following information have beenidentified
Customer PS
 ForEurope & APAC systemsarecentral in DCZürich. US Systemscurrently migrated to central
Europe services
 6application landscapes with 16Systems,127k SAPS, 13.2TB data
 Linux, Oracle 11,SAP ERP 4.7,fewcustomizations
 Good performance, month-/year-end peak,7x24batch/dialogue mode
 SAP HR in scope, archiving on IXOS
Customer AU
 ForEurope & APAC systemsarecentralized in DCFrankfurtand Rüsselsheim with local Content
Server
 8application landscapes with 25Systems,67kSAPS, 4.7TB data
 Solaris, Oracle 11,ERP 4.7,ERP customized, add-ons installed
 Right-sized performance
 SAP HR out of scope, archiving on SAPERION
Customer AC
 ForEurope & APAC systemsarecentralized in DCZürich with local
ContentServer
 4application landscapes with 18Systems,340k SAPS, 4.3TB data
 Linux, Oracle 11,ECC6and ≥7.0,ERP highly customized
 Over-sized performance
 SAP HR part of ECC,archiving on SAP ContentServer
Key Findings CMO@ Customer
 AllsystemswillbeoperatedintheTwinCoredata centerinMunich
 AllsystemswillbesetupontheDynamicComputingPlatformonx86/SuSe Linuxwith
OracleDBunderneath
 DisasterRecovery:DRis providedforSAPproductionsystems.Productionsystemswith
DisasterRecoverySolutionaremirroredStoragestretchedovertwoTwinCoredata
centers
 50/50 spreadofresourcesontobothDC siteswith90% DRcapacityforProdSystems
(withrun-downofnon-Prod)
 Systemperformanceincluded:
Totalof59 managedSystems,9 DoubleStacks (ABAP,Java),22.1 TBstorage,291 k
SAPSplus77HASpareSAPS
 CustomerPS:16 Systems
 CustomerAU:25 Systems
 CustomerAC:18Systems
 Servicesproposed(accordingtoSOW EDC):
bundledDynamicSAPServices(housing/hosting,server,storage,DBMgmt. &SAP
Basis)incl.6 annualsystemcopies
 TechnicaloperationofinterfacesandlinktoEDI andarchivesystem
 LocalService,ITIL& OperationManagement,near-shoreoperations
 Dynamicscale-up/-downofresourcesaccordingtobusinessneeds
Provider Solution Cornerstones
2.2.1SAPSolution.
Key CMOFindingsandSolutionCornerstones
fortheSAPSolution.

2.2.1 SAP Solution.
The SAP Services are provided from the SAP
Business Cloud that has the Dynamic Computing
Platform as the technical basis.
January 29,
2012
 TheSAPServiceontheDynamicPlatformvirtualizesthe
severalSAPcomponentsandallocatestherespective
computingpowerusing
a central applicationcontroller
 Computingpowerforeachserverisprovidedandsizedin
SAPS(1SAPS =27TPMC);
 TheplatformfunctionalityallowsFlexibleup-anddownsizing:
dynamicallocationofSAPapplicationstoserversandstorage
via clusteredapplicationcontroller
 ReplaceinsteadofRepair:Failedsystemwillbereplacedby
sparesystemimmediatelycontrolledbyApplicationController
 TheBISstorage(High&Normal)isappliedtothesystemsin
accordancewiththeDR& SLArequirementsofCustomer
 UseofSAP“Plug”whichrepresentsa collectionof
standardizedtools&processeswhichensurestheoptimized
andautomatedoperationofallSAPbasisoperationtasks
 ThegeneralsolutionarchitecturefeaturesoftheDynamic
ComputingPlatformare inlinewiththedetailspresentedin
chapter3.1.2
SAP specific Platform FeaturesSAP Dynamic Platform Architecture –General Overview
Archiving Dynamic Services forSAP Solutions Print Services
Application
Virtualization
SAP
Application
Objects
SAP DB
Server
SAP
Central
Instance
SAP
Appl.
Server
SAP ITS Other
Com-
ponent
Hardware
Virtualization
Application Control
Processor and
MemoryCapacity
Virtual Machines,
Physical Server
Storage,Backup Network

2.2.1 SAP Solution.
The implementation of the SAP systems for
Customer includes the spread of the productive
systems to the two Data Center Cores.
January 29,
2012
SAP Implementation for Customer
TwinCoreDC – SiteA TwinCoreDC – SiteB
12SID
46k SAPS
Dev/QASystems
17SID
99k SAPS
Production
Hot
Stand-
by Capacity
38k SAPS
HA
13SID
46k SAPS
Dev/QASystems
17SID
99k SAPS
Production
Hot
Stand-
by Capacity
38k SAPS
HAMirror
30Generations of snapshots
BackupCell
DWDM<10KM
22TB BIS + Backup
The CustomerSAPsystems aresetup in athreetier setup
andinclude Production, DevelopmentandQuality
assurancesystems
 ProductionSystems
 The production systems areequally stretched overthe
two DataCenterCores
 Incaseof adisaster theDEV/QASystems
of not affectedsite will takeoverproduction system of
affectedsite
 Restore of all production systems with in
total90 %of previous performancein disaster case
Development/QualityAss.Systems
 The Dev& QA systems arespread overthetwo DC
Site. SLA categoryBronzeis used
 HA SpareCapacity:The solution foresees oneachof
theTwin Core sites sparecomputingcapacity of each
38kSAPS incase of HW failures – primarily for
productive systems
The StorageClass“BIS High” is applied for
Production Systems where30Generationsof
snapshotsper months( )arelocated inaBackup
Cell in theDC site separatefromthesite wherethe
Production Systems is located
Solution Overview
SLA Bronze
SLA Gold
1
2
3
4
5
1 1
2 2
3 3
4 5

2.2.1 SAP Solution.
Overview of further SAP solution features
related to the different SAP environments.
January 29,
2012
Customer Content Server (Customer AU)
 The Content Server will be kept at their current decentralized locations andoperated as they are. Duringthe course ofthe lifecycle
ofthese systems they willbe replaced by the Provider de-central server solution (provided by ProviderRemote Site Services).
 Operation andoperation support will be delivered from Provider Remote Operations Center. Local support is being integrated and
Field Service Concept.
SAP Archive (Saperion, IXOS)
 Existing datafromcurrent IXOS archives (Customer Piping &Customer AC) willbe migrated tothe Provider standardsolution
which is also IXOS based.
 The Customer AU optical Archive (Saperion) will bemoved to the ProviderTwin Core data center with basic infrastructure support
services. Saperion as appliance/application will be operated by Customer AUremotely (according toSolution Design Workshop
andNegotiation sessions)
JobManagement forSAP
 Provider does the JobManagement for SAP Basis jobs. SAP application jobs aredeveloped, executed andmanaged by Customer.
Further details to the SAP solution

TheSAPservicesforCustomerwillbeoperatedbythe
GlobalDeliveryUnitforSAPfroma NearshoreLocation
(Slovakia)
TheSAPDeliveryUnitisembeddedinthe
Providerdeliveryframeworkandinteractsforany
situations(e.g.incidents)withthe
ProviderUHDprovidedforCustomer
(Process)interactionis donevia theITSMTool
Architecture(e.g.HPSM 9 fortickets)
Alignmentofservicedelivery(scope,requests,Changes)
isdonewiththeServiceDeliveryManagement
TheSAPDeliveryUnitworksas “ApplicationOwner”
andcoordinatesareprocesseventswiththeGlobal
DeliveryforSAPInfrastructure(e.g.Server,Storage&
Backup)inan End-to-Endmanner
Therewillbea responsibleSAPOperationsManager
fromtheteamthatcoordinatesandaligns specific
operationaltopics(e.g.changeswithapplicationmgt
teamsinternalinCustomer)
Provider/Service/ContractManagement Customer Key User
Global Delivery- Server, Storage & Backup(Dynamic & Classic)
Service DeliveryManagement
-----------------------------------------------------------------------------
----------
OperationsDeliveryManagement
BusinessRequests, Service Level
Management, Changes, Reporting
Information
Eskalation
Qualified
Incidents
ServiceDeskCustomer/Provider
Central Client
Services&
Engineering
Global Delivery
Databases&
Middleware
Global Delivery
SAPOperating
SAPBasis&
Databases
Global Delivery
Monitoring Check
ClassificationDispatching
Response
Service
Require-
ments,
Changes,
Definition
Services
Global Delivery–DataCenter Operations
Customer2nd Level Groups –forSAPApplicationManagement/Maintenance
Non-SAP
Business
Applications
Global Delivery
… …
WAN
Operations
Global Delivery
…
2.2.1SAPSolution.
TheSAP Global Delivery Unit is embedded in the Provider Production Factoryfunctioning as
Application Ownercoordinating relevant infrastructure.
Delivery Model Focus SAP Overview of Delivery Model

2.2.1 SAP Solution
Overview of Benefits of the SAP Solution for
Customer.
January 29,
2012
 Equal splitofSAPproductivesystemsoverthetwoTwinCoreDCsensures
maximalavailabilityfor CustomerSAPsystemsand allowsstableCustomerbusiness
 HighAvailabilityof CustomerSAPSystemsasSAP Applicationcan easilymoved
betweendifferentHW components(Buildingblocks) – replaceinsteadofrepair–
noexpensiveclusteroperationnecessary
 BenefitfromnewSAP developmentand innovationthroughclose collaboration
andpartnershipof ProviderwithSAPattheirexpertsites
 GlobaldeliverycapabilitiesprovidesCustomerwithaccesstoknowhow intheir
internationalSAP initiates– improvedinternalspeedofprojects
 OptimalresourceutilizationandreducedoperationaleffortsasSAP
provisioningincombinationwithDynamicComputingPlatformfeatures
 FastprovisioningofCapacityortemporarysystems(e.g.fordev.projects)
allowsincreasedtime-to-marketofbusinessinitiatives
 Flexible provisioningofSAP serviceaccordingto Customerbusinessneeds
throughexploitationofthefeaturesoftheDynamicPlatform
 Fast,automatedand highavailable provisioningofSAP systems
throughcentralclusteredapplicationcontrol
Flexible SAP Business
Cloud
High Automation with
integrated SAP delivery
model
High Availability andDR
resistance
Large SAP consulting
capacity andKnow How

Figuresfrom 2011
Americas& Africa AsiaPacific Europe Germany Total
SAPS 2,859,600 45,700 17,074,800 13,870,300 19,980,100
Named SAPusersprod. 196,700 14,000 3,053,600 2,853,000 3,264,300
Total
SAPapplicationconsultants 2,359 NamedSAPusers 6,448,802
SAPbasisconsultants 1,130 NamedSAPusersproductive 3,264,300
CertifiedSAPbasisconsultants >630 Largest SAPsystem 36,002 users
SAPinstallations 3,370 AverageSAPsystem 2,154 users
SAPinstallationsproductive 1,106 Databasevolume 1,640TB
TotalnumberofinstalledSAPS 19,980,100 Largest DB 100 TB
TotalnumberofSAPcustomers 507 AverageDBsize 550 GB
Total
Numberofcustomers 121
SAPcomponents 2,575
InstalledSAPS 12,072,000
NamedSAPusersproductive 1,966,595
2.2.1 SAP Solution.
Provider is one of the world’s leading SAP
Services providers – A global partner for SAP!
January 29,
2012

Own Service
Service with Partners
SAP Consultants
 Austria
 Belgium
 CzechRep.
 France
 Germany
 Hungary
 Italy
 Netherlands
 Nordics
 Slovakia
 Spain
 Switzerland
 UK
Americas,South Africa,
Mexico, Brazil
RegionAmericas& Africa
Austria,Belgium,Czech Rep., France ,
Germany , Hungary, Italy, Netherlands,
Nordics, Slovakia, Spain, Switzerland,
UK
RegionWestern& EasternEurope
China, Japan, Malaysia,
Singapore, India
Asia& Pacific
Brazil
Singapore
Malaysia
JapanChina
India
SouthAfrica
USA
2.2.1 SAPSolution.
HowCustomerbenefitfrom Provider–more than3,300expertsworldwidewithin-
depthSAPknowledge.

Public(EU) Travel,Transport
&Logistics
Finance:Banking&
Insurance
Trade:CPG/RetailManufacturing Telecomm-
unications
Automotive Utilities/Petro
Chemical
Shell
2.2.1 SAPSolution.
AstronginternationalSAPcustomerbase,includingmanyleadingbrandsprovesthe
ProviderexperienceappliedtoCustomer.

42
Non-SAPApplicationSolution
2.2.2

FornonSAPlandscapesthefollowinginformationhave beenidentifiedfromthedata
collection(v6-0 andthesupportingDDinformation)tobeinscopefor Providertooperate:
CustomerPS (2 datacenters:USA,Swiss)
 56 Systemsincentraldata centers
 327 Systemsinlocalserverrooms
 26 Applicationsinscopeforbasicapplicationoperation
CustomerAU (2data centers:Germany)
CustomerAC(3data centers:USA,Swiss)
CustomerCorporation
 21 Systemsinlocaldatacenters
Ingeneral,thelocalserversystemsinCustomerdata roomsare forsomelocations
identifiedas “End-of-lifecycle”andneedre-investtoensuremaintenancesupportand
deliveryaccordingtoSLAs.Furthermore,
a supportmodel “besteffort”has beenidentifiedfora greatnumber
ofidentifiedlocationsandsystems.
CentralNon-SAP Infrastructureinthe7 DCsprovidedbyServiceProviders
 AllApplicationservers,forwhichProvideroffersapplicationoperation,willbe
centralizedtoProviderTwinCoredatacenter.
 Currentlyvirtualizedsystemswillbemigrated/movedtotheDynamicPlatform
accordingtotpmC® requirementsofthecurrentmode(40%)
(85 virtualservers)
 Currentlydedicatedsystemswillbemigrated/movedtodedicatedserversaccordingto
tpmC®requirementsofthecurrentmode(60%)
 ApplicationsprovidedonDynamicPlatformwillgetBackupIntegratedStorage(BIS);
DedicatedapplicationserverswillbeconnectedSANStorageaccordingto Customer
requirements
De-centralNon-SAP InfrastructureinCustomerlocal &regionalData Rooms
 De-centralHWwillbeoperatedbyProvideruntilend-of-lifecycle
 ReplacementwithProvider “Multi-Role-Serverconcept“- standar-dizedbuildingblock
thatusevirtualizationincorporatingEWPfunctions(e.g.SWdistributionpoints)and
localNon-SAPApplications& DB/MW
 Non-SAPApplications& DB/MWthatcannotrunon“Multi-Role-Servers”willbeset-up
ondedicatedHWbuildingblocksandremotelyoperatedbythecentralRemoteService
CenterofProvider
 Localstorageconceptdifferentiatesbetweenlargeandmediumsites
andincludesreplicationtocentralTwinCoredata centerbackupenvironment
1) The non-SAPscope excludesthe infrastructureforSAP, Messaging,ActiveDirectory& File& Print
2.2.2Non-SAPApplicationSolution.
Key CMO Findings and Solution Cornerstones for non SAP Infrastructure).
(focus is on central and de-central non-SAP infrastructure components).

 Thesystemsfornon-SAPapplicationswillbevirtualized
acrossitsvariouscomponents
 Computingpowerforeachserverisprovidedandsizedin
slices(1slice=2137 TPMC)as a standardcomputing
buildingblock
 TheplatformfunctionalityallowsFlexibleup-and
downsizing:dynamicallocationofOS instances
toserversandstoragevia SupervisorController
 ForCustomer,thesystemenvironments forvirtualsystems
currentlyrunningonLinux/WINandAIXwillbesetupon
thesame OS environmentsontheDynamicComputing
Platform(e.g.Superoffice)
 ReplaceinsteadofRepair:Failedsystemwillbereplacedby
sparesystemimmediatelycontrolledbySupervisor
Controller
 Storageinuseforapplicationsthatarerunninginthe
differentOS environmentswillbesetupwithBIS
Non-SAP specific Platform FeaturesNon-SAP DynamicComputing Platform –General Overview
Archiving Application Services
Hardware
Virtualization
Platform
Objects
Linux/WIN HP-UX AIX Solaris
Processor and
MemoryCapacity
Virtual Machines,
Physical Server
Storage,Backup Network
VMWare IntegrityVM LPAR Container
X86/64 Itanium IBM Power SUN SparcPlatform
capabilities
Customer
Offering
Supervisor
OS
Virtualization
Technology
Thenon-SAP infrastructure supplied on the Dynamic Platform benefit from the platform
features such as the automated provisioning and architecture layout.

Thenon-SAPInfrastructuresystemswillbespreadoverthetwo
firesectionswillbespreadovertwoFireProtectionzones
acc.therequiredservicelevelincl.tworedundantFirewalls.
 SystemswithSLA Gold:31systemsaresetupasclustered
dedicatedsystemsstretchedoverthetwoFireProtection
zones
 OnDynamicComputingPlatform,52serversaresetupin
serviceclass “Silver”equallyspreadoverthetwoFire
ProtectionZones
 31 systemsareprovidedontheDynamicComputing
PlatforminServiceClass“Bronze”spreadoverthetwoFire
Zones
 ForDedicatedservers,32systemsaresetupinserviceclass
“Silver”and 37 systemsareprovidedin“Bronze”
Thefollowingstoragevaluesare provided:
 1,7 TBSANStorageallocatedfordedicatedServers(silver,
bronze); 5.6TBSAN mirroredstorageforthe31gold
servers
 12,4 TBBISstorageisprovidedforthesystemssetupon
theDynCompPlatform
 50 TBTapeBackup&1.2TBArchiveStorage basedon
CenteraEMC
Solution Overview
FireProtectionzone1 FireProtectionzone2
15
Dedicated Server
17
DynComputing
16
Dedicated Server
16
Dedicated Server
16
Dedicated Server
Mirror
30Generations of BIS snapshots
BackupCell
19
Dedicated Server
18
Dedicated Server
5.6TB SAN
mirror
1,7TB SAN
12.4TB BIS
Gold Silver Bronze
26
DynComputing
26
DynComputing
16
DynComputing
2
35
6
1 1
122 33
4
4 4
5
5
7
6
7
8
8
2.2.2 Non-SAP Application Solution.
The central Non-SAP infrastructure systems will be
spread over two Fire Protection Zones in one Core of the
Twin Core DC in Munich.
January 29,
2012
Non SAP Implementation for Customer

SolutionApproachfornon-SAPbasedInfrastructure:
 RemoteoperationsofexistinglocalHWuntilend-oflifecycle–
implementationofstandardMulti-RoleServerconcept(virtualservers
forlocalBusinessApplicationsbutalsoEWPfunctionse.g.SW
Distribution,File&Print)
 DedicatedHWwillbesetuponstandardbuildingblocks(fornon-SAP
applicationsthatcannotbedeployedonvirtualservers)
 Thestorageandbackupconceptdistinguishesincentralandlocal
components:
 Centralcomponent:Mirroredstorage(MetroCluster)
over2 datacenters(TwinCore)forcentralfilestorage
&backupoflocationbasedstorage
 LocalComponents- twositeapproach
 a) LargeSites(28) -2 dedicatedserverswithESXClusterSoftware/NAS
Storage(FAS3210 with24x 2TBSATAShelf) BackupLargeSites:
Localsnapshotondisc+incrementalasynchronousmirrortocentral
data center
 b)MediumSites(32) -SingleserverwithESX virtualization,internal
storage(3x2TBSAS HD),BackupMediumSites: ViaMicrosoftDFSto
datacenter
Medium Site
Localbased servers
LargeSite
Localbased servers
CustomerDC/
Dataroom
Provider
DataCenter
ProviderRemote
operationscenter
Remote operatingforserverslocated
in server rooms
Twin CoreSite 1
Twin Core DCGermany
Backup
Twin CoreSite 2
1
2
3
OverviewofthedifferentprocessstepsApplicationProvisioningProcess
1
23
At the local Customer sites virtual “Multi-Role-Servers” are
deployed where local storage solution replicates data to Twin
Core Data Centers for central backup.
January 29,
2012

 ProvidertakesovertheApplicationsinscopeandmanages itaccordingto Customer
requirements.
 OperationsComplexityofapplicationhasbeenconsideredaccording
toCustomerspecifications:4 % classifiedComplex,85 %classifiedMedium,
11 %classifiedLow
 AccordingtoCustomerrequirements40% ofnon-SAPbusinessapplications willbe
implementedandoperatedon
a dynamicinfrastructure
 60 %ofnon-SAPbusinessapplicationswillbeimplementedandoperatedona
dedicatedinfrastructure
 Standardizedmonitoringandmanagementtools(e.g.BMCPatrol,Tivoli)enablethe
efficientbasicapplicationoperation
 DB&MW OperationsisstandardizedacrosstheProviderdelivery
 Applicationoperationwillbeprovidedoncentralizedsystems
(Dynamic&Dedicatedenvironment)in ProviderTwinCoredatacenter
 TheOperationswillbeprovidedincooperationwithteamsinGermanyandHungary.
TheOperationsteamwillcoordinatethirdpartysupport
 DedicatedOperationsManager as partoftheBasicApplication,DB& MWoperations
teamwillcoordinateanyalignmentnecessarybetweenBasicOperationteams and
Resolver/OperationsgroupsinCustomer
ProviderSolutionforCustomer
 AnalysisofData CollectionV.6:
Numberofapplications anddatabasesinfocus:
 CustomerACbusinessapplications:
e.g.Salary Systems,ServicePlanning,iScala
 CustomerAU businessapplications:
KABA &TopCallFax
 CustomerPS businessapplications:
e.g.Superoffice,Abacus(Finance),Kronos(Timekeeper),Sage Line500, Optio
(FormatinganddeliveringOraclereports),CMSiRacer(ContentMgmt.),Cognos
(ReportingSoftware),Filemaker,UKA
 WithinthedifferentBUs variousoperationmodelareappliedranging fromcentral
operations (e.g.CustomerPiping)tolocal/persiteoperation(e.g.CustomerAU)
 ForsomeNon-SAPapplicationsbasicoperationssupportisprovidedbyincumbent
ServiceProvide(e.g.CustomerPS)
KeyFindingsCMO@ Customer
In scope business applications CORP GFAC GFAU GFPS TOTAL
# 12 28 2 26 68
In scope databases (all GF) CORP GFAC GFAU GFPS TOTAL
MS SQL (8.0, 2000, 2008, 2010) 4 15 19
Oracle 4 4
Informix 1 1
Sybase 1 1
Unknown 2 2
The Non-SAP applications and DB & MW will be provided
centrally leveraging central skills and knowledge according to
standardized operation procedures.
January 29,
2012

DeliveryModelFocus:Non-SAPOperationsandDelivery
 TheNon-SAPBusinessApplicationsandDB/MW
componentswillbeoperatedbyProviderDeliverythatare
embeddedintheoverallFactorybasedapproach
accordingtostandardprinciplesandprocedures.
 Foranysituations(e.g.incidents) issuedbytheCustomer
Users/keyUserstotheUHD,thedeliveryteamsinteract
withtheUHDusingthestd.ITSMTools(e.g.SM9 for
tickets)
 Alignmentofservicedelivery(scope,requests,Changes)is
donewiththeServiceDeliveryManagement.
 Asapplication/componentowners,thedeliveryteams
alignwithallrelevantunderlyinginfrastructuredelivery
teams (e.g.incaseofIncidents,Changestoinfrastructure
components)
 Foreachapplication& DB/MWcomponentsresponsible
OperationsManagers willbenamedthatcoordinatesand
aligns specificoperationaltopics(e.g.changeswithNon-
SAP ApplicationMgt teamsinCustomer)
Provider/Service/ContractManagement Customer Key User
Global Delivery- Server, Storage & Backup(Dynamic & Classic)
Service DeliveryManagement
-----------------------------------------------------------------------------
----------
OperationsDeliveryManagement
BusinessRequests, ServiceLevel
Management, Changes, Reporting
Information
Eskalation
Qualified
Incidents
ServiceDeskCustomer/Provider
Central Client
Services&
Engineering
Global Delivery
Non-SAP
Databases&
Middleware
Global Delivery
SAPOperating
SAPBasis&
Databases
Global Delivery
Monitoring Check
ClassificationDispatching
Response
Service
Require-
ments,
Changes,
Definition
Services
Global Delivery–DataCenter Operations
Non-SAP
Business
Applications
Global Delivery
… …
WAN
Operations
Global Delivery
…
Customer2nd Level Groups – Non-SAP applicationsupport
Global Delivery–FieldService/LocalSupport
TheNon-SAP and DB/MW Delivery Units as part of the Production Factorycoordinating
relevantevents internally and with Customer 2nd level resolvergroups.
OverviewofDelivery Model

Overview of Non-SAP Application Solution for
Customer.
January 29,
2012
 ForcentralSystemsthat arebeing deployedontheDynamic Platform, featuresfordynamicprovisioningand integrated
availabilityareprovidedsustainablequalityandstabilityfor
usabilityofCustomerapplications.
 Implementationof “multi-roleservers”with integratedvirtualizationfeaturesreduce
de-centraloperationaleffortsandincreaseleveraging synergiesand
lower investvolumes
Exploitation of
Dynamic Computing
Model &Virtualization
 FastRestorein caseof Data Failureleadsto a high reliabilityand availability
of data– Datais heldonfastNAS disks
 Synchronizationof de-centralstorageto centralData Centerbackupstorageensures
datasecurityandenhanceddatareliability
Centraland available
Data Storage &Backup
 ApplicationandDB/MW support integratedintoGlobalProductionModelallows Customer
to concentrateonthe core business(e.g.ApplicationManagement)
 Centralizedandstandardizeddeliveryproceduresandmanagementtoolsreduce
the operationalcomplexityand improve costefficiency
 Integrationin the GlobalProductionDeliveryFrameworkincreasesspeedofalignmentandenhancesenduser
satisfactionandbusinessstability– Infrastructureandapplicationsupportfrom one source
Standard Delivery
integrated inGlobal
Production

50
Active Directory Solution
2.2.3

2.2.3 Active Directory Solution.
Current Customer AD structure is complex but shows
optimization
potential applied in the Provider FMO Solution.
January 29,
2012
AD consolidationSolutionpicture [Solutiondescription]What we understood
 Provide a global reliableand performing Active Directory Service
 Monitor and administer this service to enable Customer meeting
business requirements
 4 Customer divisions: Customer Corp , PS , AU , AC
 3 Customer working environments:
 Office IT (business operations)
 Production IT (production machinery and processes)
 R&D (design, engineering, and simulations)
 Shared IT systems between these environments, mainly between
Office/Prod and Office/R&D
 Special environments in Production IT and R&D require separation
of Active Directory
 AU and AC share a common AD forest (3 domains)
 PS uses a sub-domain in current service provider’s AD and legacy
domains
 Trusts and universal groups used between domains
 AD integrated PKI is in use
CurrentCustomer AD structure Findings in as-is structureCurrentAD Structure at Customer
 PS AD:
 1 Win 2003 domain in 1 tree
 1 Win 2003 forest
 27 sites, 31 DCs, 469 OUs
 2.936user accounts
 PS Legacy:
 3 trusted Win 2000 domains
 1 trusted Win 2003 domain
 6 DCs, 3.359user accounts
 AU+AC AD:
 2 Win 2000, 1 Win 2003 domain in 3 trees
 1 Win 2000 forest
 23 sites, 27 DCs, 1.083OUs
 6.790user accounts
 AU+AC Legacy:
 8 trusted Win 2000 domains
 1 trusted Win 2003 domain
 11 DCs, 3.287user accounts

Key CMO Findings and Solution Cornerstones for
Active Directory.
January 29,
2012
 Today each group has its own domain/AD; sometimes even several
different domains (e.g. CustomerPS).
 CustomerAU and CustomerAC areintegrated within a common AD forest
(consisting of three domains) with CustomerAC finishing migrationof
several old domains to the CustomerAC forest-integrated AD domain
 CustomerPS uses a subdomain in the AD structure of their current service
provider
 Customer has a number of other loosely coupled legacy domains
 The common forest contains services likeDNS, the CustomerAU and
CustomerAC Exchange organization, and AD certificate services currently
used for authentication and encryption
 Trusts exist between the CustomerPS subdomain and the common forest
as well as between the CustomerPS subdomain and some of the
CustomerPS legacy domains
 Universal groups arein place to grant users access to systems running in
other domains
Key Findings CMO@Customer
 In general, takeover of existing Domains for central operations in
Provider ICT Production
 Rationale: Cost &complexity rise with number of trees, domains, and
migrations; complete setup of
new AD insures risks of failures and impacton Customer business 
Provider recommends to treat AD Greenfield migration as a separate
project after stabilization period after T&T project
 AU/AC forest will remain and be used as-is
 PS AD willbe migrated from current service provider to AU/AC forest
 Legacy domains willbe migrated to AU/AC forest as needed
 Differentiation inside domains by AD OrgUnits (OUs)
 Administrative delegation (corp/group/local IT, service providers)
 Resource type (users, groups, servers, clients etc.)
 Policy settings etc.
 AD design will be detailed in further workshops and adapted to
requirements

2.2.3 Active Directory Solution
The new AD structure follows an organizational approach
and consolidates all Customer BU domains under one
corporate forest.
AD consolidation Solution picture
CurrentAD Infrastructure Future AD Infrastructure
ConsolidateMigrate
Client
Services
User
Services
Basic
Services
ac.Customer.o
rg
au.Customer.
org
ps.Customer
.org
 Providerwill setuponecorporateforest
in existingroot domain“itapg-Customer.org”
 3 domaintreesforthe differentbusinessunitswillbe
established
 Integrationof CustomerPSdomaininto existing
AU/AC forest
 Formigrationof the Active Directoryof PS into the
AU/AC forest,QuestMigrationManagerisused
 Virtual domaincontrollerswill beset upin
all datacentresandmedium/large Customersites
 AD-integratedDNS functionalityondomain
controllers
 Thedomaincontrollerswill be setuponthevirtual
instancesonthe“multi-role-servers”usedforFile&
Print, SW Distribution(EWP) orCustomerspecificlocal
applications
 Remoteoperationsprovidesadministrativesupportof
the globalActive Directory
Overview ofAD Solution
Optimize
Customer.
org
January 29,
2012

ESB
SmBB
Web
Service
Bulk File
Import &
Export
Automaticprovisioningofresources
 Usage of middleware component T-Admin2
(technological administration) to provide
automated order provisioning of user related
services
 TAdmin2 is capable to provision the following
backend Services automated:
 Microsoft Active Directory
 Microsoft Exchange
 Microsoft File Services (DFS)
 Microsoft SharePoint
 NetApp (Fileshares)
 TAdmin2 provides a Web-GUI for manual
administration and a central logging & reporting
capability.
 Linked to the MyWorkplace platform,
T-Admin2 is automatically provisioning resources
based on the Customer user role
HowProviderismanagingresources
Administration
User Help Desk Field Service Operating Administrators
Active Directory
Platforms
Exchange
File
Mobile Service
Other
Databases
Logging Reporting
History
DB
ReferenceDatabase
Rule
Engine
Work-
flows
rsConnectors
DataService
Control&Logistics
WEB UI
BusinessLayer
InterfaceLayer
TAdmin2Framework
DataLayer
AccessLayer
The setup of the AD for Customer is the core for all
integrates user oriented service provisioning within the
Provider Provisioning concept.
January 29,
2012

Overview of Benefits of the Active Directory Solution for
Customer.
January 29,
2012
 Avoidance of outages through takeover of existing and application of optimization potentials – no complex
migration and integration of
new AD structure
 Application of automated tools (Quest) reduces integration efforts & complexity
 Provider engineers aretrained to provide Active Directory Services along highly standardized processes and
compliant to agreed Customer procedures to ensure
the high availability of the Active Directory
Avoidance of outages –
high availability
 Providing global AD Services to Customer willenable Customer to use this Service as reliable
and stable platform
 Integration of AD de-central components on multi-role server used for other
IT functions saves invest and provides economies of scale
Optimization of costs
and quality level
 Standardized operations through central operations team bundles Customer specific structural know-how
and increased AD stability
 Integrated automatic provisioning of Tadmin2 allows reduced operational efforts
and high transparency
Standardized &
integrated Operations

56
Messaging & SharePoint Solution
2.2.4

2.2.4 Messaging & SharePoint Solution.
Key CMO Findings and Solution Cornerstones for
Messaging and SharePoint.
January 29,
2012
 Three different Exchange Organizations within Customer worldwide
 Exchange implementations arecurrently based on Exchange Server 2003
and 2007Versions
 Approx. 7,072 mailboxes worldwide in all 3 Customer divisions
 No quota management (except OSTfor caching) is implemented
 No email archiving is implemented at the moment
 Public Folders areused and local PST files areused
 The average mailbox size is 300MB(with peaks
>1 GB for certain users
 Exchange is integrated in Business Applications (e.g. SAP) and FAX
systems (e.g. Customer AU)
 Current SharePoint Services at Customer:
 AgieCharmilles used only for Request Management
 Customer Automotive for document store, document sharing,
SharePoint Search and usage of extended “out of the box” SharePoint
features (e.g. Excel, Visio services)
 Customer Piping Systems no SharePoint is used currently
Key Findings CMO@Customer
 The new Exchange environment will be based on a centralized platform
based on Building Blocks hosted
in the strategic Twin Core data center in Munich
 Exchange Services arebased on Exchange 2010 R2
 Servers aredistributed across the data center cores
to ensure high availability
 The standard Exchange mailbox size is 2GB
 Quota management is considered to be implemented
 Exchange 2010 Built-in Personal Archives considered
to move e-mails to less expensive managed storage
 Possibility to send largefiles by links to SharePoint document libraries
 According to the requirements, no local PST files areallowed (except OST
for caching, restricted by Group Policies)
 Remote operations (monitoring, 2nd level) provides administrative
Support of the global Exchange and SharePoint collaboration services
 SharePoint collaboration is based on SharePoint 2010 Enterprise

As an important application for Customer, the
exchange systems will
be spread over two Data Center Cores for High
Availability.
January 29,
2012
Solutionpicture
 Incaseof failureof a mailsystem inone datacenter core, mail
systems in theotherDataCentrecore will takeover
 ExchangeDesignimplementations:
 Highavailability usingdistributed system in2 DC cores
 DatabaseAvailability Group (DAG)with 2 copies per
database+ 1 laggedcopy to handlelogical corruptions
 ShadowRedundancyfor HubTransport
 Client access over hardwareload-balancing
 Load-balancedaccess from theInternet
 ExchangeSolutionis based onthefollowing Building
Block components:
 2Exchangeserverswith multiple roles (CAS,Hub,
Mailbox)on physical hardware(1 per DC core)
 2combined ThreatManagementGateway/Edge
transporton virtualDMZservers(1 per DC core)
 Storagefor databases(1 per DC core)
 Sharednetworkcomponents
 1ExchangeMailbox Serverrole withlaggeddatabase
copies for all building blocks
 28days retention timefor deleted items
ProviderExchange Solution
Twin
Core
Site 1
Twin
Core
Site 2

The SharePoint Solution architecture contains basic
and extended features integrated in the applied
release – 2010 ER.
January 29,
2012
Messaging & SharePoint Infrastructure Architecture in Twin Core Data centers Munich
The solution is based onSharePoint2010
Enterpriseserverandprovides functionalities for
document/storage,sharingdocuments/files for
collaboration purposes.
 Intranetsites andstandardworkflows aresupported out of the
box
 SharePointservices areoperated across
a Twin Coredata centerto ensurea highdegreeof reliability
 SharePointEnterprise featuresinclude:
 Full-text SharePointFast Search
 Web Parts
 MySites
 ExcelandVisio Services
 MalwareProtection
 Offline Supportwith SharePointWorkspace
 Sandboxand28-dayRecycle Bin
 Development/Test possibilities included
 The SharePointtechnicalinfrastructureis deployed in a typical
3-Tier Architecture:
 Web/Frontend-, Application-, SQL-Tier
 Standardsystems managementusingMicrosoft SCOM,SCCM,
DPM andForefront
Provider SharePoint Solution

Overview of Benefits of the Exchange/SharePoint
Solution for
Customer.
January 29,
2012
 ProviderExchange andSharePointSolutionensurescapacityleverageand
enablesCustomertoflexiblegrowin termsofBusinessUnits,Sitesand Endusersaccording
toCustomerbusinessneeds
 Providerprovidesreadytouse workflowsforSharePointsolutionswhich
enableCustomertoeasilyand fastdesign/developand testnewprojectplatforms
Flexibility and Usability
aligned
to Customer business
requirements
 ProviderisaGlobalAlliance PartnerofMicrosoftthat:
 ProvidesthecentralExchange & Collaborationsserviceswithcertified
engineerstograntun-interruptibleupdateexecutionforCustomer
 WillimplementMicrosoftinnovationsandlatestfeaturestoensure
future-proofcollaborationservicesthrough"staycurrent"model
ofExchange andSharePointversions
High Quality and access
to support and
Innovation
 TwinCoreArchitectureprovidesthebaseforMessaging& SharePointservicesfor Customer to
ensurehighavailableEmail andSharePointServices
 AhighlevelofreliabilityoftheExchange andMessagingServicesfor Customerisreached
bya redundantdesignlayoutsandappliedun-interruptiblecomponents
 IntegratedArchiveFeaturesreducesstorageconsumptionsandprovidescostefficiency
High Availability
&Reliability

Agenda.
January 29,
2012
1 ServiceManagement
andGovernance
2 TechnicalSolution
EDC
3 TechnicalSolution
EWP + UHD
4 TechnicalSolution
COM
Glossary

Agenda.
1 ServiceManagementand Governance
2 TechnicalSolutionEDC
2.1.1 ProviderTwin CoreData Center
2.1.2 Dynamic ComputingPlatform
2.1.3 Backup IntegratedStorage
2.2 SpecificSolutionElementsEDC
2.2.1 SAPSolution
2.2.2 Non-SAPApplicationSolution
(ApplicationoperationsandDB/MW)
2.2.3 Active DirectorySolution
2.2.4 Messaging& SharePointSolution
3 TechnicalSolutionEWP + UHD
3.1.1 ProviderWorkplaceSolution
3.1.2 ClientVirtualization
January 29,
2012
3.2 SpecificSolutionElementsEWP + UHD
3.2.1 RoleBasedEWP approachfor Customer
3.2.2 UHDSolution
3.2.3 FieldServiceConcept(Break& Fix)
3.2.4 ClientConfiguration& SW Distribution
3.2.5 SupplyChainSolution
3.2.6 PrintingSolution
4 TechnicalSolutionCOM
4.1.1 ProvidermLAN Solution
4.1.2 ProviderMVoIPSolution
4.1.3 Video StreamingCapabilities
(additionalOption)
4.2 SpecificSolutionElementsCOM
4.2.1 WAN Solution
4.2.2 (W)LAN Solution
4.2.3 VoIPSolution
4.2.4 NetworkSecuritySolution

64
Provider WorkplaceSolution
3.1.1

3.1.1 Provider Workplace Solution.
The Provider standard Workplace solution builds
on Workplace Models aligned to Customer
specific Roles.
January 29,
2012
ManagedWorkplace Services building blocks
The following Workplace Models will found the basis
for Customer Specific Role alignment:
 Service Workplace: Citrix based virtualized
environment. Ideal for users with smallcomputing
requirements. Desktop can be accessed via Thin
Client
 Office Workplace: FAT client or Laptop based
environment for standard usage. Highly
customizable according to individual needs
 Traveler Workplace: Based on Office workplace ,
additional components aresupporting high
mobility. Access to company network is
established via secure connection from the cloud
Roles arematched according to Customer
requirements mapped to the three Workplace Models
Description
Sales Internal Services HR FieldServices ProductionManagement
OfficeWorkplace
Service
Workplace
Traveler
Workplace
Common
services
Fat
Computing
Thin
Computing
Mobile
Computing
Roles
Workplace
Model

Theservice model for productive
mobility.
 Theperfectworkplace solutionfor taskworkers
whorequiregreater mobility
 External accesswith the “My AccessKey”
extensionorwith a Smartphoneallowsmobile
andflexiblework anytime, anywhere with access
to businessdata
 Processoptimizationandcost savingsthanksto
minimal hardwareuse, betteravailabilityand
fasterreactiontimes
 Impressiveperformancewhen accessingemails
andapplicationsevenona Smartphone
 Securitythroughencryptionof datadu-ring
transmissioneven on a Smartphone
 Replacementorreduceduseof laptopsorPCs
meanslessweight andlowerenergyconsumption
 Quick recoveryin caseof malfunctionthanksto
OTA (over-the-air)installation
TravelerWorkplace
Theservice model for
virtualizedworkplaces.
 Theperfectservicesolutionfortaskworker office
workplaces
 Lower coststhanksto thin clientinfrastructure
 Convenientworkplaceswitching or shiftwork
usinga login andpassword
 Hardwareindependent/quickreplacementof
hardwarein caseof failure
 Low chanceof failure/minimaldisruptionof
worker productivity
 Longer hardwarelife-timeof upto 60months
Service Workplace
Theslim service model
for fat clients.
 Stationaryormobileoffice workplacesfor
knowledgeworkers
 Totalavailability,offlineaswell
 Efficient recoveryof personalICTwork
environment
 Useof complex real-timeapplications
 Extreme flexibilityacrossall localcomputing
resources
 Locallyimplementedsecuritysolutionsfor
technicalorsecurity-related
restrictions
 GreenICT
 Securemobileaccessto central informationfor
localprocessing
Office Workplace
Applied for CustomerRequirements
Behind the three standardized Workplace models
distinct use cases enable role mapping for according
to Customers business.
January 29,
2012

As part of the standard delivery elements distinct core
services
and variable extensions are offered fitting ultimate Role
definitions.
Optional Extensions
Model Office serviceRemoteconnectivity service
Clientsoftware serviceSecurity managementservice
Local areanetworkserviceCollaboration/SharePoint
IMACserviceHardware/softwareservice
And moreVoice services
StandardCoreservices
Terminal serverserviceSoftwaredistribution
ClientengineeringPrint queueservice
Remotetrouble-shooting
Basic services
Common services
Customerinteraction center
Fileserverservice
Catalog/order management
Assetmanagement(tracking)
Usermanagement(AD)
Messaging/e-Mailing
Basic security
Service deliverymanagement
(Contact management
& reporting)
 CoreServicesarebuildtarounda combinationofBasicand
CommonServices
 With amixofcoreservicesand extensionsallCustomersRolescan
bealigned
 Futuredevelopmentcan followthegrowthandasmorethan100
variantsofcoreservicesandextensionscan beprovided
OfficeWorkplace
Service
Workplace
Traveler
Workplace
Common
services
Fat
Computing
Thin
Computing
Mobile
Computing
Service Scope andModel
January 29,
2012

Office Workplace TravelerWorkplace
Specific
Extensions
Common
Extensions
WorkplaceCore
Services
 MobileSecurity– RAS,Firewall,VirusScan,
SimKo2
 MobileHardware- iPhone
 IMAC/DServices
 ClientHardware–Desktops,Laptops,Thin
Clients,MobileDevices
 SoftwareDistribution
 Print-QueueService
 RemoteTroubleShooting
 BackendServices
 Clientengineering
 MobileWorkplaceService
(Businesspackage)
 ClientHardware–Netbooks
 Collaboration-WANSpeeder,GroupShare,
OfficeCommunicationsServer
 Storage–MailboxExtension
 UserManagement(ActiveDirectory)
 Messaging/e-Mailing
 ServiceDeliveryManagement
(ContactManagement&Reporting)
 BasicSecurityFunctions
Service Workplace
 Virtualdesktopinfrastructure(VDI)
 Security–HighSecureAccess
 AdvancedServiceDesk– CallDispatching
 Software–ClientApplicationService
 Messaging –Functional-Mailbox
 UHD
 File-ServerService
 Catalog-andOrderManagement
 Asset-Management(tracking)
SalesInt.ServicesProduction
Example
Roles
Example
Workplace
Configuration
Alignment of Business Related Roles to MWP
Workplace Models provides maximum business
alignment and focus.
January 29,
2012

OverviewofOverallProviderWorkplaceconceptforCustomer
TheProvidersolutionconceptforManagedWorkplace
servicescontainsof the followingdeliverymodel
elements:
 ServiceDesk – singlepointof contact
forall users,that coverthe standard
andoptionallanguages
 FieldService:locationconceptto supportcustomer
usersin theirsmall, medium andlarge locations– VIP
usersaredeterminingthe locationsupportstrategy 
utilizationof
ProviderGlobalPartnerNetwork wherenecessary
 ClientConfiguration:Distributionof SW
to the endclientswith relevantdistribution
infrastructure(TerminalServer-Citrixbasedorvia MS
SCCMDistributionconcept)
 SupplyChain:Distributionof workplacehardwareto
the enduseraccordingto the definedlocationconcept
ForCustomer,thespecificstandard deliverycomponents
arealignedaccordingly.
Providersolution
UserHelpDesk
 “Singlepointof
Contact”forall
Incidentsor
requests
 GlobalCoverageof
more than20
languages
 IntegratedService
Deskbackbone
with shared
Knowledge
Databaseand
followthe sun
concepts
FieldService
Technician
 “Near to
Customer”
field service
approach
 “Replace
instead of
repair”
concept
 “Near to
Customer”
field service
approach
 Efficient
HW-
Handling
(“Single-
Swap”)
 “Anywhere”
field service
approach
 Double-
Swap
hardware
handling
where
required
Client
Configuration
SCCM
 Central
software
deployment
on terminal
server farm
 Cost-efficient
ThinClient
technology
 Harmonized
software
distribution
based on
MS SCCM
 Standardize
d
Notebooks/
Desktops
 Harmonized
software
distribution
based on MS
SCCM
 Standardized
ultra-mobile
notebooks with
UMTS
connectivity
Sparestock
Supply-Chain
Management
 Web-based
order portal
 “Replace
instead of
repair”
logistic
 Web-based
order portal
 Stock
concept
based on
manufactur
er warranty
handling
 Web-based
order portal
 Stock
concept –
“anywhere”
devices for
fast
deployment
Office WP TravelerWPServiceWP
The Provider standard delivery model is aligned to
the
different Workplace types integrates distinct
operational features.
January 29,
2012

Benefits of the Provider standard Workplace
Solution.
January 29,
2012
 IntegratedDeliveryProcessesandIT ServiceToolsensureprocess
stabilityandusersatisfaction
 A centralweb-orderportal reducescomplexity inrolebasedworkplaceordersasserviceare
mappedwithroles
 Centralassetmanagementisintegratedintoprocessdeliveryframework
and allowshighqualityuserclient management
Standardized Delivery
Processes and Tools
 The standardWorkplaceDeliveryModel integratesall deliveryelementsnecessaryforE2E
managedworkplacesat increaseddeliveryefficiency
and usersatisfaction
 The centralUHDsupportsthe userinternationallywithprovencross
Client knowledgetoreducedowntimesand increaseuserproductivity
End-to-End Lifecycle
 StandardWorkplaceModelsallowthe alignmentofCustomeroriented
BusinessrolestoenablestandardizationwithinCustomersorganization
 Commonrolesenablereductionofcomplexityand enhancement
ofsynergiesinoperationsandbusinessorienteddemandmanagement
Standardization

…whatweneedtooaresometoolsonthedesk – theapplications.
3.1.2 Client Virtualization.
The approach for Client Virtualization is strongly aligned to
the core strategy of Provider – Net Centric Cloud based
services.
Adesktop is nothing else than an empty desk …
 Virtualizedin thedatacenteroron
thelocal clientdevice,notbound
toaspecificdevice
 Centrallydelivered,butaccessiblefrom
everywhere,fromdeviceswithvariousform
factors
 Optimallymanaged,secureand
costeffective
 Availableinvariousshapes,toaddress
differentrequirements
anduse cases
 Deliveredondemand,asa service
Characteristics of a VirtualDesktop
VirtualDesktopshavetobepartofanintegrateddesktopandapplication virtualizationsolutionthatisdelivered
end-to-endfromtheCloud.
Provider Strategy Guideline
January 29,
2012

Virtualization aspects aligned tothe different Workplace criteria
Provideris followingthecurrent industrytrendsin all
fieldsof providedservices.Inthestandardproductsmore
andmore virtualizedsolutionsarebeing builtin.
Fieldsof virtualizationare:
 ServerVirtualization– Backendsystems
 ClientVirtualization–OS Virtualization
 ApplicationVirtualization–multi usercapability–
centrallyprovided
 UserProfileVirtualization–RoamingProfile
 Virtual Desktop- centrallyprovidedDesktop
environment
 Presentationvirtualization–serverbasedcomputing
ForGeorg Fisher, Providerwill utilizeits Citrix Virtualized
desktopenvironmentwhich is integratedin theService
Workplacemodel(ThinClientBased)- componentsof
ServerVirtualization,PresentationVirtualizationand User
StateVirtualizationareincluded
Overview ofProvider approach
Access
Data,UserSet.
Applications
OperatingSystem
Hardware
PresentationVirtualization
(SBC)
VirtualDesktop
Infrastructure
UserState
(Profile)Virtualization
Application
Virtualization
Client
Virtualization
ServerVirtualization
3.1.2ClientVirtualization.
TheEnd-to-EndApproachforClientVirtualizationintegrates
alllayersfrom EndUserAccesstoHardwareforClientServices.

BranchOffice
BranchOffice
The centrally provided Citrix environment is the
basis for any role oriented use case – from
Terminal Server Solution to VDI.
FrontEnd*
CorporateOffice
Special
Clients
Thin
Clients
Fat
Clients
Printers,
Print
Servers
Users
External
Home
Mobile
Mobile
Devices
Thin
Clients
Fat
Clients
WAN
Internet
Internet
ICA/
HDX
App
Strea-
ming
Internet
Branch
Repeater
Citrix
Xen
Client
LocalVM
Desktop
Backup&User
Data
ICA/HDX
Anyclientdevice
fromcompanyWAN
SomeAppsstreamed
to theFatClient
Citrix Netscaleras
HTTP/HML,Load
BalancerBranch
Repeater
XenClient
Synchronizer
Citrix
Netscaler
AccessviaInternetfrom
outsidethecompanyWAN
Localvirtualizedpersonal
andcompanydesktops
Backend*
Flashcontent:
locallyretrieved
andlocallyrendered
Datacenter
location 1
Citrix XenApp
Citrix XenApp
Citrix Web
Interface
Citrix Web
Interface
Citrix XenDesktopDOC
&XNLService
Citrix XenDesktopDOC
&XNLService
Active-active
Active-active
Active-active
HTTPSload
balanced
XenApps
load
balanced
XenDesktop
loadbalanced
Pooled,
non-
persistent
Pooled,
non-
persistent
VMsonlocalstorage
Active-active
Citrix Provisioning
ServicesPVS
Streamed
Desktops
Image
Streaming
Datacenter
location 2
PVSGolden
Images
(xDiscs)
Serverstaging&SW
deployment
Build
Active
Directory
RSA Lync
Web
Archive
DB
ERP
Mail
Application
Backends
Active
Directory
RSA
Lync
Web
Archive
DB
ERP
Mail
Application
Backends
Fileserverwith
CIFSsharesfor:
 UserProfiles
 Xxxxxxxxxx
 Appstreaming
 AppData
Fileserverwith
CIFSsharesfor:
 UserProfiles
 HomeDirectories
 Appstreaming
 AppData
Citrix Licensing,
Databases
 XenDesktop
 XenApp
 PVS
 EdgeSight
Citrix Licensing,
Databases
 XenDesktop
 XenApp
 PVS
 EdgeSight
NetAppsXxxxMetroclusterorNetApps
XxxxWorkingStore/
RemoteStoreorVirtualizedWindows
Xxxxserver
VirtualizedsinglemodeMSSOLServer
(HypervisorHA)ortwomirroredMS
SOLServers(SQLMirroring)orphysical
MSSOLServerGeoCluster
XenAppserversandvirtualizeddesktops
streamedwith Citrix Provisioning
ServicesPVC
Identification,Authorization
Windows7
look&feel
XenApp6W2k8RZ64bit mainfarm,with SILO'splusXenApp5
W2k332bit,Compatibility farm*
XenDesktop5.6sitewith pooleddesktops
(“VM hostedApps”)anddedicated Windows7desktops
TwinCore
datacenter
“onelogical”
HighAvailability:
All servicesareredundant
1. Userisworkingincompanynetworkandheandhisappsetrespectively
desktophavenospecialneeds
2. UserisusingnonW2k8capableornon64-bitOScapableapplications
3. Userisusingnon-multiusercapableapps(i.e. appneedsWindows7)
*) Details are explained
on the next slide
4. Userisusinghighresourceintensiveapps(e.g.TradingorCAD/CAM)
6. Mobile userworkingovertheinternetviaDMZ with hostedapps/desktops
7. Homeuser workingovertheinternetviaDMZ with hostedapps/desktops
9. Userwith theneedtouselocalstreamedandlocal running
applications,alsodisconnected
10. Userwith theneedtousealocalrunningdesktop(to install their
apps,workdisconnected,usespeciallocal attacheddevices,etc.)
Approach:
identify the
(Citrix) UseCases
4 1 2 9
3
10
6
7
Bandwidthandlatency
optimized
BYOC
January 29,
2012

 Theusecasesderivedfrom thespecificCustomerrolesdeterminethe required
componentsandconfigurations
forthe FrontEnd
 Accesscan beprovidedusingvariousdevicesandplatforms –
Providerreliesonthe Citrix Suite
 ForCustomerXenAppis appliedas partof the backendconfigurationsto:
 Provideusersinstantandsecureaccessto their corporateapplicationsand
datafrom whicheverclientoperatingsystemordevice ismost
convenient—adesktoporlaptopPC,Macintosh,thinclientsandeven
mobiledevicessuchasthe iPhone™,WindowsMobileorAndroid
 Deliver newapplicationstousersin seconds,andapplicationupdatesare
performedonceandinstantlyrolledout tousers
 Integrateapplicationsthatare not compatiblewith Windows7 to work in
the environment
 As partof otherFront-EndsolutionsXenClient(DesktopVirtualization) and
ApplicationStreamingcan beusedto enablethedifferentEnd-Userusecases
Front EndSolutions –Client Virtualization
 According to the appliedfront endsolutionandusecasescenarios,different
backendcomponentsareestablished
 Ingeneral,the backendcomponentsaresetuponthe DynamicComputing
Platform, operatedin the StrategicTwin Coredata centerin Munich
 ForCustomer,thefollowing configurationaspectsare part
of the solutionapplied:
Thecore Citrix components(Web Interface, XenApp, DDC/ XMLService) and
the hypervisorplatformfor thehostingof the clientapplicationsare built
redundantin the two datacenter locationsrespectivelycellsandrun in active-
active mode
Inorderto fulfillthe DR requirementof havingall clientapplications
deliveredout of onedatacenterlocationin the
DR case,enoughhypervisorresourcesareavailablein bothdata center
locations
 As partof otherbackendsolutions,componentssuchas XenDesktop(Central
Virtual Desktopprovisioning) are establishedacc. to thesameprinciplesas
highlightedabove
 As theTwin Coredatacenterisconnectedto theInternetorPrivateCustomer
Clouds,thebackendservicecan be used
from anywhere
Back EndSolutions –Client Virtualization
3.1.2ClientVirtualization.
DetailedviewonFrontEndandBackend solutionsapplicableforClient
Virtualization.

Overview of the Benefits of the Client
Virtualization approach.
January 29,
2012
 Easy to integrate into existing workplaces without intervention of expert staff
reduced integration effort.
 Authorization is simply done through user name and password to
reduce operational complexity
 Centrally clustered backend infrastructure provides low failureprobability
and reduced breakdown of employee productivity
 Access to various backend services through provides high scalability
of services from anywhere and any device
CentralProvisioning
highly reliableand
available from the
anywherethrough the
Cloud
 Platinum Partnership of Provider with Citrix enables Customers to get access
to state-of-the art technology and innovation for Client Computing
 Established partner mgt processes enhance incident resolution and increases
end user satisfaction in case of third party support
Citrixas base –leadyng
intechnology inuse
 Speed up deployment of new clients facilitates business growth as
“Plug & Play” approach
 Easy replacement in case of failureand faster startup increases User satisfaction
and reduced operational efforts
 Thin Client Technology (~7W power consumption) enables reduced Office
costs and fulfills general social responsibility requirements
IncreasedUsability and
socialresponsibility

77
SpecificSolutionElements
EWP +UHD
3.2

78
RoleBased EWP approach for Customer
3.2.1

 CustomerAU,CustomerPSandCustomerACservediverseclient HWlayouts
andtherewere differentclientHW types(>400 differenttypes)identified
 ThereisnooverarchingRoleModelimplementedat the moment;
differentiationis madebasedonClientHW
 Softwarebaseimagesare onlydefinedper BusinessUnit
 VariousOperatingsystemshave beenfoundbutare not relatedto business
roles:
 DOS
 Win 95, 98, 2000,NT,
 XP, Vista, Win 7 (32/64)
 CustomerAU andCustomerPSrundifferentSWdistributionsystems;
CustomerAC Softwaredistributionis providedmanually
 Thecurrent softwarebasketof Customercomprisesoverallmore than 200
clientapplications
 Approx.150 virtualizedclientsmostlyin CustomerPS(terminalserverbased
clientonWYSE provisioning)
 ToolsandprocessesusedforWorkplacerequestsare differentbyBusinessUnits
andsites;Requestapprovalsare independentfrom businessrole
 Printertypeassignmentis historicallygrownanddifferentper businessunit.
 Basicapproachis a standardizedProviderManagedWorkplaceapproachwhich
hasbeenadaptedfor Customer’srequirementsalignedto a Customeroriented
RoleModel
 Mobileworkplacesfor Executives, Sales,SimulationandCADapplications
aswell asService technicians (approx.36%)
 Office andproductionworkplacesrun asthin clientsfor standardoffice
workersand for productionapplications (approx.29%)
 Office, Simulation,CAD andProductionworkplacesrun asFatclientsfor
standardoffice workers, simulation,local CADapplicationsand for
productionapplications (approx.32%)
 Specialindividualsolutions e.g. onlyproviding accessto Customernetwork
forExternal Consultants(optional)withoutprovidingHardware(3%)
 TheFMO Rolesfor Customerwill comprise:
 DefinedHardwareper rolevalid for all Customerbusinessunits
 BaseSoftwarevalidfor all Customerbusinessunits
 CoreapplicationsandextensionsperBusiness unit
 Definedaccessrightsper Businessunit
 Definedprinterenvironment
 One UserHelpDeskas singlepoint of contactvalid for
all Customerbusinessunits
ProviderSolutionforCustomer
3.2.1 Role Based EWP approach for Customer.
Key CMO findings & Solution Cornerstones
for Role Based EWP approach.
January 29,
2012

PSAU AC
Roles
Devices
 Providerappliesa role basedconcept for Customer(12
rolesin total)
 Usecasesare determiningfor each
rolethe necessaryconfigurationof components(e.g.
applicationusage
via terminalserversolution)forfrontendand backend
infrastructureplatform
 Applicationof a standardplatformindependentfrom
accesstechnology
of device in use
 Thestandardplatformbuildsoncentrallyengineered
clientlayouts,standardizedtechnicalbackend
configurationsas wellas commonserviceprocesses
 Currentclienttechnology:Windows  Other
technologieswill optionallybe supported(e.g.through
applicationof the BYOD approach)
ProviderRoleModelfor Customer
Office FATClient
Sales SIM Mobile CADMobile
ProductionFAT
Client
ServiceTechnician
Office
ThinClient
SIM Local Executive CADLocal
Production
ThinClient
ExternalConsultant
Service&
Technology
Platform
SoftwareDistributionEnvironment–
rolebasedclient applicationprovisioning
Services
Client
Engineering
Messaging/
E-Mail
Basic security
features
Service
Desk
User Mmgt.
Catalogue-and
OrderMmgt.
File/Print
QueueService
Basic infra.
forvirtualclients
Asset-Mmgt.
tracking
Remote
Trouble
Clienthardware
andservice
Functionalmailboxes
andmailinglists
IMAC/
D Service
License
management
Service Workplace
Office WorkplaceAppliedTSY
Standard
Workplacemodel
forCustomer
3.2.1RoleBasedEWPapproachforCustomer.
Theagreed rolesare basedona setofcommoncentralservicesanddifferentiate
intheaccessHW,configurationandSWused.

 39.6 cm(15.6") HDcompound LED
 Intel Corei5-2520M 2.5GHz 3MB
 4 GB DDR31333 MHz PC3-10600
 DVDSuper Multi(r/w), UMTS/Bluetooth
 HDDSATA 250 GB 5.4k
 Intel Centrino6205 802.11abgn WW)
 ACAdapter19V/80W - Country Kit Int
 1stBattery6cell 67Wh (6,200mAh)
 Power cable EU, Port Replicator
 Win7Prof.,+ Pro64 MAIN+Office2010s
 Configuration for40 CustomerSIM Mobile Clients
 Celeron G530
 4GB DDR3-1333
 DVDSuperMultiSATA
 HDDSATA III 500GB 7.2k
 KB400 USB blackCH
 License EU/MM -Windows 7Prof.
 Win7Pro64 MAIN +Office2010s
 MAC-Adresseon PC & deliverynote
 Configuration for628 CustomerOfficeFatClients
 2 GB DDR3-1066SODIMM
 No AdapterforVGA/DVI/DP
 4 GB mSATA
 WinEmbedded Standard_7 English
 AC-Adapter20V/40W
 Powersupply 1,8m
 Mouse M480 black
 Configuration for2400 Customer ThinClients
 Celeron G530
 4GB DDR3-1333
 Configuration for10 CustomerSIM Local Clients
 33,8 cm (13.3") HDcompound LED
 4 GB DDR31333 MHz PC3-10600
 DVDSup. Mul. (r/w),BluetoothV3.0, UMTS
 Intel Centrino6205 802.11abgn (WW)
 1 xdigitalmicroph. & 1.3Mpix webcam
 ACAdapter 19V/80W - Country KitInt
 1stBattery6cell67Wh (6,200mAh)
 Power cable EU Portreplicator
 Configuration for195 Customer Executive Clients
 33,8 cm (13.3") HDcompound LED
 4 GB DDR31333 MHz PC3-10600
 DVDSup. Mul. (r/w),BluetoothV3.0, UMTS
 1 xdigitalmicroph. & 1.3Mpix webcam
 1stBattery6cell67Wh (6,200mAh)
 Power cable EU Portreplicator
Overview of applied End User Hardware
Configuration1) for each Customer Role (1).
Customer Office ThinClient Customer Office FATClient Customer Sales
Customer ExecutiveCustomer SIM MobileCustomer SIM Local
 Configuration for2550 Customer SalesNotebooks
1) The Hardware configuration may slightly change due to ongoing changes in Vendors portfolio
January 29,
2012

 No Hardware
 AccesstoCustomernetwork(tbd)
 Configuration for267 CustomerExternalConsultants
 39,6 cm(15.6") HD+magnesium LED
 4GB DDR3-1333PC3-10600
 DVDSuper Multi(r/w)/ BluetoothV2.1
 SSDSATA III 128GB 2.5„
 2pin ACAdapter19V/120W
 Battery8cell5800mAh -Power cable EU
 PortReplicatorKeyboard w/oTS CH
 HDDSATA 320GB 5.4k, 2nd HDDbay mod
 Configuration for236 CustomerCADMobile Clients
 Celeron G530
 4GB DDR3-1333
 NVIDIA GeForce 405 Disp.Port512MB
 Cable for2. HDD/SSD
 KB400 USB black
 Configuration for336 CustomerCADLocalClients
 2 GB DDR3-1066SODIMM
 No AdapterforVGA/DVI/DP
 4 GB mSATA
 WinEmbedded Standard_7 English
 AC-Adapter20V/40W
 Power supply 1,8m
 Mouse M480 black
 Configuration for160 CustomerProduction ThinCli.
 39.6 cm (15.6") HDcompound LED
 4 GB DDR31333 MHz PC3-10600
 DVDSuper Multi(r/w), UMTS/Bluetooth
 Intel Centrino6205 802.11abgn WW)
 1stBattery6cell 67Wh (6,200mAh)
 Power cable EU, Port Replicator
 Configuration for300 Customer Service Technicians
 Celeron G530
 4GB DDR3-1333
 MAC-Adresseon PC & delivery note
Overview of applied End User Hardware
Configuration* for each Customer Role (2).
Customer CADLocal Customer CADMobile Customer Production FATClient
Customer Service TechnicianCustomer External ConsultantCustomer Production ThinClient
 Configuration for1867 Customer ProductionFATCli.
1) The Hardware configuration may slightly change due to ongoing changes in Vendors portfolio
January 29,
2012

Role based model for Customer – Overview of
Benefits.
January 29,
2012
 Integrated Delivery Processes and IT Service Tools ensure process stability
and user satisfaction
 All Customer role-based Workplace types can be ordered in a central order portal
which againreduces complexity to Customer Provider Management and Customer end user
 Central reporting of used role-based workplace types gives a blueprint of Customer’s
business units consumption of IT client resources – high level of transparency
Standardized Delivery
Processesand Tools
 The Customer Role-based Workplaces deliver most of the Customer end user IT workplace
environment comprehensively avoiding complexity and misunderstandings
in Role Based IT features and Order Process
 The central UHD supports all role-based workplace types and users internationally
with proven cross Client and cross Customer Business Unit knowledge to reduce downtimes
and increase user productivity
Comprehensive
Workplacepackage
 Provider Standard Role Models allow the fast alignment to Customer Business roles
and therefore enables standardization across all Customer Business Units
 Customer roles arevalid for all Customer Business Units which results in a reduction
of complexity and enhanced synergies in operations and business oriented
demand management
Standardized EndUser
Roles – Cross Customer
BusinessUnits

3.2.2 UHD Solution.
Key CMO findings & Solution Cornerstones for UHD
services.
 DifferentUHDsarein placeforthedifferentforbusinessunits
(severalinternalandexternalUHDsandKeyUserGroups) – intotal
33UHDsandKeyUserGroups
 UHDsisnotaSPOC(singlepointofcontact)forallincidents,
differentfieldsofincidentsarehandledbydifferentUHDs.
 CurrentUHDsarecoveringlimited Customerusersatdifferent
locations– differentservicehours,responsetimeandsolutionrates
 Incidentand orderprocessesaredifferentbusinessunitby business
unit.
 Usersdirectlyapproachspecialresolvergroups
 Besteffortsupporton behalfofKeyUsersandIT personnel
 Limitedassettrackingaseachbusinessunitand evenon locations
assetsareseparatelycaptured
 Provider’UHDbackbone(call &ticketrouting) integratesvarious
pointofproductionsforUHDservicesworldwide
 ForCustomerUHDisprovidedfromBeijingandBarcelona(for
optionalservices).
 StandardizedincidentmanagementprocessesaccordingtoITILwith
measurableservicesasprocessistrackedviaintegratedIT SMTools
suite(HPSM9)
 Agentswithsufficientlanguageand technicalknowledge(Berlitz
ratedlanguageskills– level6)
 Useof‘BestGuide’knowledgerepositorytoachievehighfirstlevel
solutionrates(accesstocrossCustomerKnowledgeDatabase)
 Userscanaccessa web-portalforSelfServicetickethandling,FAQ
andPasswordresetviawebportal
 Electronicwebinterfacetospecialresolvergroupsandthirdparties(
2ndand 3rdlevel)throughWebSRM
 Bi-directionalinterfacestoCustomerresolvergroupstoMatrix42
andSAP SolutionManagertoexchangestatusofincidenttickets
Provider Solution for Customer
January 29,
2012

TheProviderGlobalUHDDeliverycoversmore
than20languagesgloballyandisconnectedviathe
UHDbackbone thatensuresticketinformation,
dataandknowledgeisbeingexchanged.
Standardlanguagescoveredfor Customer:
 English,GermanandMandarinaredelivered
fromBeijing
Optionallanguages
 Spanish,Portuguese,French,Italian,Japanese
areprovidedfromBarcelonaon request
ServiceDeskopenhours
 24×7forEnglishandGerman
 Monday– Friday6am– 6pmlocal business
hours
Otherlanguagescan bedeliveredon request
potentiallyusingotherpointofProductionfrom
theGlobal UHDbackbone
Providerdeliverymodelfor CustomerProvider’ServiceDeskBackbone
SuggestedUHDlocationsfor Customerbasedonthe SpecifiedClients
Other possibleProviderUHDlocations
3.2.2 UHD Solution.
As part of the Global Service Desk Delivery, the required
languages can be provided from two of the Provider
international UHD locations.
January 29,
2012

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