SunSM Managed Operations

Presenter's Name

Presenter's Title

Presenter's Company

Todays Agenda

Business drivers for outsourcing

Sun Managed Operations

Portfolio of offerings

Processes, People

Delivery Framework, Tools & Technologies

Customer results

Business Drivers

Would you like to...

Reduce IT operating costs

Maximize application availability for your distributed, heterogeneous infrastructure

Address IT challenges while staying focused on strategic initiatives

Maintain control of business-critical systems with flexible services that fit your requirements?

Proactive approach to unique business needs

Sun Managed Operations Value

Attack IT operations costs and complexity through industry best practices, including ITIL-based incident and change management processes

Maximize application availability and system efficiency with predictive monitoring and management services that support heterogeneous environments 24/365

Assign tasks to Sun or 'co-manage' your IT environments keep your IT staff focused on your strategic initiatives

Take advantage of payment structure based on monthly recurring charges versus large up-front costs

Stay in control with selective IT operations outsourcing

Robust Service Capabilities

Incident management

Process structured to increase system performance and efficiency

Provides problem identification, validation and remediation

Rapid isolation and resolution through sophisticated set of monitoring toolsets integrated with inventory, knowledge repository, and management tools

Change management

Changes to customer infrastructure planned and controlled to maximize system performance

Change requests created by customer at any time via ControlPoint portal, and Sun reviews and documents the change

Inventory management

Repository of asset information provides customers current, comprehensive inventory of systems covered 24/365 by Sun Managed Operations

Tracks system info (serial #, CPU, memory), software (including version) and infrastructure configuration changes

ITIL-based operations management functions to maximize availability

Solution Strength Based on Overall Component Integration

PROCESSES

ITIL based from day one

Mature / proven

Highly Automated

Built-in quality controls

Training program

Management support

Continuously reviewed / tuned

Regular customer service reviews to demonstrate value and receive feedback

People organization is an integral part of the service

PEOPLE

Customer focused

Highly skilled

Results oriented

Operations oriented

Clear roles & responsibilities

Natural checks & balances

Motivated / career path

Embrace challenges

TECHNOLOGY

Web-based customer portal

Event, incident & change management

Account & inventory management

Performance reporting

Knowledge base

Summary views

Administration

Monitoring tools suite

Sophisticated engineering and event filtering

Cost effective and secure event delivery and access tools

Raw events enriched with customer specific details

All events consolidated in one event monitor

Highly integrated solution between event manager, trouble ticketing system and OSS systems

Predictive Approach, Flexible Services

Monitoring services

Designed to support effective problem detection, diagnosis, and resolution/remediation

Monitor hardware, operating systems, application platforms, disk storage, backup environments, and custom applications for events that critically affect systems ability to provide service

Performed by agents that create alerts when specific system or application metric exceed a predefined threshold

Management services

Management may cover network, servers, operating systems, applications, storage arrays, tape libraries, databases and clusters

Scope of management tasks is often highly customized and can change throughout course of support engagement

Enhanced management services

Enhanced management capabilities provided on demand

Proactively manage your applications and infrastructure 24/365

Sun Managed Operations
Monitoring Services

24/7 eyes and ears for predicting and identifying network, system and application failures in customer environments

A completely integrated toolset including event management, incident ticketing, change ticketing and asset tracking

Pre-defined ITIL-based operations procedures

Rolled Up views of all operations data via the ControlPoint Portal

Support for different agent technologies including SysEdge, SunMC , BMC Patrol

Fault & Performance Monitoring

Performance/Availability Reporting

Incident Identification

Incident Validation

Incident Ticketing

Incident Notification (15 Min SLA)

Event Management Reports

Security Patch Notification

Change Management for Monitoring

ControlPoint Portal

Service Callout for Sun Products

Inventory Management

Predictive Monitoring

Service Callout for 3rd Party Products

Simulated Transactions (where applicable)

Optional extensions to monitoring services:

Sun Managed Operations
Management Services

Includes all monitoring services capabilities

Responsibility for system and application break-fix and administration tasks

Scheduled execution of mutually agreed to proactive maintenance and analysis tasks

Management of 3rd parties, including hosting and telco vendors

Incident Management

Change Management Management Services

Vendor Escalation and Management

Event Management Analysis

Quarterly Review & Analysis

Quarterly Recommendations

Capacity Recommendations

Administration Services

Sun Managed Operations
Enhanced Management Services

Includes all monitoring and management services capabilities

Administrative of supporting production functions (backup, storage)

Selective execution of critical change functions like patching and code promotion

Proactive tuning, optimization and capacity management

Patch management for heterogeneous is based on mutually agreed upon patching strategy

Backup Management

Backup Restore

Patch Installation

Patch Installation

Code Promotion

Cluster Certification

Patch Management Sun Products

Backup Management

Backup Monitoring

Heterogeneous Support

DATABASES

DB2

Oracle

Sybase

SQL

MS SQL Server

WEB SERVERS

Apache

Active Server

JES (iPlanet)

IIS

OPERATING SYSTEMS

AIX

AS400

HP/UX

Linux

Solaris

Unix

Windows

SECURITY

Checkpoint

Cisco PIX

Netscreen

NETWORKING

Cisco networks

DNS

TCP/IP

VPN

CERTIFICATIONS &
ACCREDITATIONS

BEA WebLogic Cert. Admin.

Cisco CAN, CCNP, CCIE

EMC Admin.

ISACA Security CISSP

ITIL Process Certified

Microsoft MCP, MCSE

Oracle DBA OCP

Sun Certified JAVA Prog.

APPLICATIONS

ATG Dynamo

Broadvision

ColdFusion

EMC

Java / J2EE

JES (iPlanet)

JSP

MS Exchange

Oracle Apps.

Perl

SAP

Siebel

Veritas

Web Trends

Web Logic

Websense

Websphere

STORAGE

Sun

Brocade

EMC

Hitachi

HP-branded (Hitachi)

McData

SunSM Managed Operations Portfolio

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Key Features

24/7 IT operations monitoring and management solutions include incident management, change management, and inventory management services

Flexible services to match your critical business needs and technology requirements so you get exactly what you needwhen and where you need it

ITIL-based knowledge base ensures best practices to manage and resolve issues

High level of operational efficiency ensures fast implementation and response to get and keep you up and running

Predictive Approach to
Operations Management

SunSM Managed Operations

Maximize application availability with operations management services that support heterogeneous environments from the network through the application layer including the SolarisTM Operating System, legacy, HP-UX, Linux, and Windows while benefiting from Suns IT dedicated account engineers who know your environment.

Monitoring services provide tools, a process framework, and 24x365 staff to identify and alert on system and application problems. The customer retains responsibility for resolving issues, implementing changes (using the provided tools and framework), and administering systems.

Managed services are intended to remove the burden of break-fix and administration from customers. Sun responds to alerts, implements changes, manages vendors...essentially acting as a Sys Admin from the client's team.

Scalable Solutions for Managing IT

Expertise From the Network Through the Application Layer

Monitoring and management solutions for hardware, network devices,
web servers, operating systems, database servers, enterprise and messaging applications, storage, and security services.

MANAGEMENT

MONITORING

ENHANCED MANAGEMENT

SUN MANAGED OPERATIONS DELIVERY PLATFORM
ITIL-BASED OPERATIONAL PROCESSES INCIDENT, CHANGE & INVENTORY MANAGEMENT

STORAGE

NETWORK DEVICES

OPERATING SYSTEMS

WEB SERVERS

SECURITY DEVICES

APPLICATIONS

DATABASE SERVERS

Comprehensive Operations Management

Sun Managed Operations provide a comprehensive suite of services that can be provided remotely
on a selective basis or as part of
a broad outsourcing relationship.

Incident Management

Change Management

Inventory Management

Problem Management

Administrative Management

Patch Management

Code Release

Storage Management

Security Management

Sophisticated Monitoring

Network Management

Application Management

Database Management

Reporting

PROCESS
DISCIPLINES

PROACTIVE
MANAGEMENT

SKILLS

Comprehensive Service Categories

Hardware

Network devices

Web servers

Operating systems

Database servers

Enterprise applications

Messaging applications

Storage including primary disk through tape backup

Security devices such as intrusion detection, firewall and continuous risk assessment

Holistic approach gives end-to-end view of entire application environment

Examples of
Sun Managed Operations
service solutions...

SunSM Managed Operations for storage

Solving for Growth, Cost and Scalability ChallengesKey Features

Subscription-based remote management, monitoring, and reports service for heterogeneous storage environments

Faster integration, provisioning

Strategic data lifecycle, performance and capacity management reports help increase efficiency

Built-in software licenses and dedicated staffing for lower cost and economies of scale

Storage services offers:

Storage management

Storage monitoring

Data management reporting

Some Fortune 500 companies are approaching 1 petabyte (1,024 Tbytes) of data volumes on par with the Pentagon.Compliance Pipeline, September 27, 200424/7/365 storage infrastructure remote monitoring and management via Sun Managed Operations platform reduces staff and budget. Customers realize immediate benefit of certified Sun experts managing day-to-day SAN tasks.

Pre tested and integrated management tools and processes for StorEdge equipment start are already road tested hugely lowering the risk of costly new systems hiccups.Reports, including lifecycle, operations and capacity management reports are designed to prevent surprise disk space demands that can force unscheduled down time. Reports are summarized and delivered on the customer portal either in realtime, monthly or quarterly according to the schedule in the customer handbook. Monthly and quarterly reports are delivered during planning meetings with the customer. All reports are available 24x7x365 on the Managed Storage Service Portal.All responses from proactive provisioning to fault resolution are SLA driven - Sun shares the risk according to the standardized Sun Managed Storage Services SLA.Sun will strive to help customers deliver to the specified level of availability required by their particular environment and storage configurations. SLA terms are detailed in the contract SOW. While set up as a standard offering, the SOW allows for appropriate tailoring of SLAs to meet the critical availability specifications of each customer.

Three levels of Storage Offerings ViaRemote Network Backup (Backup over the secure internet connection. Perfect for small non-complex IT environments or large distributed workforces)

1) Storage & Data Management : SRM reporting, in depth capacity planning and storage architectural improvementsstrategy2) Storage Management Day to day disk and tape storage management select sourcing, 24X7 monitoring and industry standard SLA response from SNIA certified level 2 storage engineers3) Storage Monitoring Helping the customer help themselves. 24X7 disk and backup monitoring and notification. Technical storage incident reporting and trending

Sun Managed Operations for security

Security services that provide the most insightful security available by conducting ongoing, system-wide surveillance and analysis of your environment.

Key Features

24/7 proactive security event monitoring and management services

Intrusion detection, firewall, and
VPN monitoring and management; continuous risk assessment

Event correlation from infrastructure to ensure early detection and preventive coverage

Integrated with holistic operations management solution

Sun Managed Operations for
Sun Ray Server Software (SRSS)

Single management interface for your entire enterprise to provide optimum performance and uptime

Key Features

Flexible services that provide 24/7 remote monitoring, maintenance, administration, tuning and optimization of your Sun Ray Server Software (SRSS) application environment

Maximizes application availability by having Sun technicians notify you of problems before impacting their business

Backed by SLAs, proven ITIL-based methodologies

Dedicated Sun team with the expertise to quickly handle issues

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Enable flexibility to better match service engagement needs

Easily add supplemental system administration skills

Minimize fire-drill activity

Minimize overall support and system management costs

Reduce expensive server downtime

Gain visibility into the performance and reliability
of your investment in Sun equipment

Sun System Monitoring and
Incident Response Packages

Key Features

Helps predict, identify and diagnose possible performance issues and system failures

Remotely monitors key operating systems, hardware, and security variables that support heterogeneous environments

Maximizes application availability by having Sun technicians notify you of problems before impacting your business

Sun monitors and remotely fixes a pre-defined set of issues and manages incidents to completion

Provides access to up-to-date information via the customer portal for review of availability, trouble tickets and resolution times

SunSM Managed Operations Packages

You pick the level of service you need at a fixed price making it easy for you to budget and maximize resources

Monitoring services provide tools, a process framework, and 24x365 staff to identify and alert on system and application problems. The customer retains responsibility for resolving issues, implementing changes (using the provided tools and framework), and administering systems.

Managed services are intended to remove the burden of break-fix and administration from customers. Sun responds to alerts, implements changes, manages vendors...essentially acting as a Sys Admin from the client's team.

SunSM Interim Operations Management

Key Features

Increased availability and Quality
of Service, with least impact on operational costs

Faster time-to-business value while maintaining high service levels

Access to Sun expertise combined with knowledge transfer

Your short-term needs met expertly while helping to lower fixed costs

Short-term Services to Help
You Implement New Solutions

Short-term service implementing new IT solutions that reduce operational risk
and accelerate ROI

Sun assigns IT operations experts to run new data
center environment, bridge transitory skill gaps and up-level IT processes enabled
by new technology

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Operating a mission-critical production environment in a demanding business can present major challenges, especially in meeting the business needs for rapid changes to service levels, fast time-to-value implementation of new technology, flexibility, and cost effectiveness. Even with a sound operational framework in place, many businesses may not have the experience, staff or desire to fully operate their mission critical operations while transitioning to a new technology or when applications go live. If they do, they may lack adequate resources needed to effectively deploy their integration project or to cope with emergencies.

Sun Interim Operations Management is a short-term service that helps customers implementing new IT solutions reduce operational risk and accelerate ROI. Sun assigns appropriately skilled IT operations experts to run the new data center environment, bridge transitory skill gaps and up-level IT processes enabled by new technology. Mentoring, knowledge transfer, and hand-over processes help to ensure the customer is fully prepared to run their new IT environment with least impact on long term, fixed costs.

Sun Managed Operations
People

Industry-leading Expertise

The Sun team is involved during the implementation and ongoing support phases to support the customer account and act as valuable extension of IT staff not a replacement

Implementation manager

Customer design engineer (CDE)

Customer service manager (CSM)

Tier 1 analysts

Tier 2 engineers

Tier 3 primary support engineers

Our people are integral to our service from the beginning

Implementation Manager (IM)

Making sure your project implementation is a success

Initiation, design, development, build, test, and implementation phases of the project

Project kickoff

Implementation plan

Customer Design Engineer (CDE)

Designing the optimal monitoring and management solution

Build the design solution to match customer IT and business requirements

Technical interchange meetings with customer to guide successful project implementation

Develop and build the customer's tailored monitoring and management environment

Turn over environment to primary support engineer (PSE)

Customer Service Manager (CSM)

Project management and ongoing support

Overall project management and on-going support

Single point of accountability for Sun Managed Operations engagement

Change management approval and scheduling

Daily/weekly operations reviews

Executive reviews

Tier 1 and 2 Analysts and Engineers

Sun tier 1 analysts

24/7 environment monitoring

Incident identification, validation, ticketing, notification, escalation, and remediation

Sun tier 2 engineers

Advanced incident diagnosis and cause analysis, and remediation

Application maintenance and administration

Distributed engineering skills and certifications: network engineering

Centralized monitoring and management expertise

Tier 3 Primary Support Engineer (PSE)

Technical project lead

Tuning and optimization

Capacity planning

Outage/fault report review

Technical change management approval

Security management

Security assessment/audit deliverables

Deep technical expertise with you every step of the way

Sun Managed Operations
Service Implementation Process,
Delivery Framework,
Tools and Technology

Implementation Process

Collect info and design solution

Development of non-standard requirements

Deployment of monitor & manage solution

Build validation & customer training

Sun Managed Operations delivery activates service

Sun Managed Operations Management Live

Implementation time frame is dependent on scope & customer

Sun's implementation process is built to incorporate structure and flexibility to deliver a quality service in an efficient manner

Initiation
Phase

Design
Phase

Development
Phase

Build
Phase

Test
Phase

Implementation
Phase

Support
Phase

Integrated Delivery Framework

CUSTOMER

The framework for the complete portfolio of
Sun Managed Operations delivered worldwide

The Control Suite shown above is the foundation for the complete range of services that Sun Managed Operations Services delivers to enterprises worldwide, delivering increased IT performance and efficiency. The framework is designed to reflect the adaptability of the Sun Managed Operations platform in offering clients as much or as little control over their systems as needed to maximize the value of their IT investment.

Control Suite is an integrated service delivery solution with four key components: ControlTower ControlCenter ControlBase ControlPoint

ControlTower

Proprietary technology for gathering performance information from the customer environment

ControlTower features receptors that are coded to monitor nearly any piece of infrastructure, anywhere in the world

Handles thousands of simultaneous alarms and performs reliably by storing and forwarding data when the Internet connection is not available

ControlTower is a key component of
the Sun Managed Operations delivery framework.

Remote Operations Management Technology: Anytime, Anywhere

ControlTower is Sun Managed Operations's remote management technology for gathering operations information from the clients operation environment. In both Internet and corporate data centers worldwide, ControlTower collects performance data, encrypts it for security and sends it back to the ControlCenter for review and attention.

ControlCenter analysts resolve nearly 70% of
all incidents at the first line of support.

ControlCenter

24x7 centralized operations center for managing and monitoring the customer environment

ControlCenter analysts have a diverse array of skills sets, offering the customer access to deep expertise at a fraction of the cost of hiring these resources internally

The breadth and depth of our expertise is demonstrated across a wide array of technologies and is continually expanding

ControlCenter is Sun Managed Operations's 24x7 centralized operations center for managing and monitoring a clients environment. SevenSpace has built an industry-leading systems management infrastructure as the foundation for its change, incident and inventory management tools. With expertise in application, network and security engineering, as well as database and systemsadministration, ControlCenter engineers leverage these tools to deliver world-class operations management to businesses at a fraction of the cost of hiring these resources internally.

ControlBase

Proprietary knowledge base of ITIL-based, best-practice operations management procedures for specific operating environments, applications, infrastructures and technologies

Can be customer-specific

Can be technology-specific

Provides validation and remediation steps for incidents occurring within a wide variety of applications and infrastructure

Fully integrated with the ControlPoint (portal), as well as its monitoring and ticketing systems

Currently holding thousands of individual remediation
procedures, ControlBase's breadth of solutions is continually growing to incorporate newly identified, proven fixes.

ControlBase is Sun Managed Operations proprietary knowledgebase of proven, best-practice operations management procedures for specific operating environments and technologies. Currently holding thousands of individual remediation procedures, this innovative tool allows engineers in the ControlCenter to increase response times and expedite incident resolution at the first line of support.

ControlPoint

ControlPoint provides a secure, intuitive user interface
that gives the customer complete visibility and control over the current state of their enterprise computing infrastructure and data centers

User-friendly interface allows the customer to easily navigate
and contact ControlCenter support experts if needed

Customers can access device status, performance reports, trouble tickets, change management, and inventory and systems configuration information in-context

ControlPoint delivers performance and operations management reports for every managed device in a customer's infrastructure.

Clients can access information about their systems independently through ControlPoint The portal for our management services..

Delivering insight into clients IT infrastructure, performance and business processes, ControlPoint generates reports on-demand, in addition to hundreds of trend and status reports that cover applications, networks and servers. ControlPoint also provides access to Sun Managed Operations's ITIL-based operations management processes by displaying change and incident management tickets. In this manner, ControlPoint is a collaborative tool that allows Sun to be an extension of its clients internal IT departments.

ControlPoint Log-in Screen

Clients can access information about their systems independently through ControlPoint The portal for our management services..

Delivering insight into clients IT infrastructure, performance and business processes, ControlPoint generates reports on-demand, in addition to hundreds of trend and status reports that cover applications, networks and servers. ControlPoint also provides access to Sun Managed Operations's ITIL-based operations management processes by displaying change and incident management tickets. In this manner, ControlPoint is a collaborative tool that allows Sun to be an extension of its clients internal IT departments.

Tools and Systems

ControlTower Appliance (CTA)

Knowledge Management (ControlBase)

Commercial Agents

Reporting

ControlTower Server

ControlPoint Portal

Account Management

Incident & Change Management(Remedy)

Inventory

Micromuse NetCool Omnibus

HP Openview /Proxima Centauri

Native Agents & HW-based alerts

Micromuse Probes

Automation Engine

Reporting Engine

Transaction Monitoring (ISM)

Helpdesk

Correlation Engine

Scripting Interfaces (shell, rexx etc)

Storage Management Applications

NETWORK B

NETWORK A

NOC INFRASTRUCTURE

CUSTOMER INFRASTRUCTURE

Jumpgate Management Platform

On-demand
Connection

FIREWALL

MANAGED DEVICES

CTA

MANAGEMENT STATIONS

JUMPGATE SERVER

On-demand connection using strong encryption is created between JG server and CTA

Low value; keyboard, video and mouse data passed over the connection. JG server is never connected to the managed devices.

No NAT or complex IP routing required. Only a single TCP port is required, this is selectable by the customer.

CTA can live on customers DMZ embracing customers security policy

Native management consoles launched locally within the customers network

One click connection to managed devices (windows, *nix, network, firewall etc)

Ability to launch remediation scripts

Full accountability (user access and applications launched)

Strong token authentication

Management stations use thin client web interface

JumpGate Screenshot

#1 Select Customer

#2 Select Devices

#3 Connect

Control Tower Appliance (CTA)
Overview

Monitoring capabilities

Provides reactive monitoring - Receives events (SNMP, Syslog, etc.) from server agents or devices

Provides proactive monitoring - Polls data (SNMP, ICMP, HTTP, JDBC + other protocols) for alarm generation and reporting

Provides predictive monitoring performs math on multiple data sources to look for pending issues

Stores and forwards alerts to support Internet delivery

Pushes data back to Sun using secure protocols

240 INCIDENT TICKETS
(~20% of Actionable Alarms)

Event Flow Per Day

10,000 Maintenance Alarms

SUPPRESSION METHOD

28M Events
Suppressed by Appliances

3.4M Network
Management System

14,000 Informational

942 ControlCenter
De-Duplication/Discards

EVENT TOTALS

50M RAW EVENTS
Inbound to Appliances

3.5M Events + 24M reporting
data points
to Systems Core (CTS)

26,000 Alarms

2830 Actionable Alarms
(Severity 1 & 2) (reduction of 99.99%)

Managed Operations: Incident Management

Customers benefit from 24x365 incident management Identify, Validate, Notify and Resolve.

!

ControlCenter analysts receive, diagnose and validate alarm using ControlBase. Critical skill sets include OS Admin, Web Admin and Network.

15 Minute Notification SLA

Depending on the incident severity, ControlCenter analyst attempts to resolve the alarm through standard remediation steps documented in knowledge management tool (ControlBase). If not resolved alarm is escalated to Tier 2 SMEs.

If required, Tier 2 Experts communicate with 3rd party vendors or Tier 3 app owners to resolve physical on-site or functionality-specific incidents.

Detailed cause analysis and incident resolution is documented in ControlPoint and available for historic review.

ControlBase

Benefit 24x365 ControlCenter staff of operations specialists

Benefit Tier 2 & service delivery engineers supporting customer alarms

Benefit Single repository of all incident and change ticket history

Managed Operations: Change Management

Customers benefit from 24x365 change management
Submit, Approve, Schedule and Filter.

Change Request

Sun, Customer or Partner submits a change request indicating that work will be required on specific devices.

Customer-specific distribution list is notified of the new request

The group responsible for performing the work, reviews the request, approves and schedules (assigns resources and confirms date /time).

If required, Tier 2 experts communicate with vendors or Tier 3 app owners to perform complex change requests.

All associated alarms are automatically suppressed from ControlCenter view to prevent false call outs.

Details are documented in ControlPoint and available for historic review.

Benefit Easy and clear communication lines to reduce downtime

Benefit Prevent false alarms by suppressing CM related alarms

Benefit Assist in troubleshooting incidents historical view of CMs

Why Customers Choose Sun Managed Operations

Logistics Computer Services

Industry: Automotive

Results: 12% reduction in monthly operations expenditures

Eliminated the need for three shifts of under-utilized IT operators

Implemented stringent management controls based on ITIL best practices

Designed a comprehensive disaster recovery solution

Established one-stop shop for all operations management functions

Challenges:

Overburdened IT development team unable to focus on core business

Top heavy IT staffing requirement based on need to support 24/7 operations center

Absence of in-house security experts to implement protection strategies

Solution:

Sun Managed Operations secures $4.6M agreement to provide five-year managed services solution

Full Sun Managed Services selective sourcing solution including shared resources

LOGISTICS COMPUTER SERVICES, INC

Information Services Contract

Efficiencies gained from: Server consolidation, maintenance consolidation and remote monitoring and management services

Reducing server count by more than half while migrating to Sun FireTM servers powered by the SolarisTM 10 Operating System

Sun responsible for IS operations through Sun Managed Operations, including a technology refresh to reduce
costs and improve service levels

Our company will maintain control of its infrastructure, but now employees can focus on more competitive aspects of the business by devoting resources to improving customer service and delivering new,
in-demand services to customers.

Steve Ward,
Senior VP and CIO, Frontier

Chicago Public Schools

Industry: Education and Research

Results: 99% uptime for the past three years

New optical network helps CPS realize significant cost savings

Content filtering technology helps CPS comply with federal legislation

Two-hour response and resolution time with a quick response ticket system for technical support issues

Improved security and firewall protection for 60,000 PCs and 900 servers on CPS system

Challenges:

Increased frequency of network outages and Internet connectivity issues

Deteriorating administrative operations and classroom support because of poor network performance

Difficulty collecting and analyzing network performance data due to lack of measurement tools

Complexity of managing multiple technology vendors and service providers

Solution:

Sun Managed Operations provides comprehensive network assessment, management, maintenance and support for CPS LAN/WAN

David Hayne,
Development Director
Urban Outfitters

With Sun Managed Services performing the management and monitoring of our Web sites, we know that our customers will have secure, 24x7 access to our products and that if any issues arise, the Sun Managed Services team will address them immediately so they wont affect our business.

United Utilities Service Delivery

Industry: Energy

Results: Currently achieving 99.99% system availability

Lowered IT support costs for rapid ROI

Project completed ahead of schedule and under budget

Challenges:

Improve operational efficiencies, enhance application
performance, reduce operating costs

Solution:

New IT infrastructure to support mission-critical applications
powered by SunFire servers

Flexible disaster recovery environment based on Sun StorEdge technologies

Backed by Sun Managed Services IOM; SunSpectrum support; training

WTL plc, an iForceSM partner/VAR, for hardware installation and configuration assistance

Contact Your Sun Sales Representative
to Learn More about Suns Unique Approach to Your Business.

http://www.sun.com/service
/managedservices/index.jsp

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