Critical Environment Risk Management

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1 DATA CENTRE SECTOR Critical Environment Risk Management for Data Centres Exceptional Service, Exceptional People

2 Data centre experience Norland supports some of the world s leading enterprise data centres and co-location facilities. Recognised by the Uptime Institute as a premium provider of data centre facilities maintenance and now offering data centre fit-out services, Norland has led the way in critical environment risk management for over eight years. Our extensive understanding of data centres and white space management means we are experts in preserving the integrity and service availability of an organisation s hosted computer environment. When you ve built your critical environment for 100% uptime, we are dedicated to maintaining it that way. Specialists in mission-critical environments where business continuity is a fundamental requirement, our Critical Environment capabilities deliver the zero downtime, secure and fully resilient environment needed for our clients data and business systems. Norland s holistic approach views the data centre as a set of interdependent systems all of which need to be managed and maintained in a risk averse manner. Our structured and robust approach systematically mitigates the risks associated with such a complex and multilayered environment. Whether it s mechanical or electrical, human or ICT, we ve got it covered. Norland has the skills and know-how to work in environments where poor performance, mistakes or negligence by a less skilled provider would have a major impact on revenue and corporate reputation. Fujitsu provides managed data centre services to organisations in every market sector and were one of the first providers offering a cloud-based IaaS solution. We ve been working with Norland since We value their vast experience of working in live data centres and their understanding of the criticality of zero downtime environments. A high-performance, resilient data centre offer is core to our business. Norland were responsible for a 2.8m upgrade to one of our data centres involving the installation of high density cubes and chillers with associated switchgear. Norland completed this complex project with no impact on the existing chillers and provided a resilient 600kw of additional cooling capacity to combat the high heat loads of blade servers. Derek Wakeford, Head of Engineering, Group Property and Facilities, Fujitsu We work with our clients to:- identify and mitigate any threats to service availability and uptime of their operations develop a robust maintenance schedule to cover all mechanical and electrical systems as well as ICT and other services as required optimise use of their assets and identify new efficiencies improve energy usage reduce stranded capacity fit-out their facility to schedule and within budget according to the levels of resiliency and redundancy required by the business CERMView is a secure, web-based portal which shows compliance with, and progress against, the CERM steps. MYCERMView sends management and engineering alerts via SMS or , as specified in the fully customisable interface. CERMView provides real-time management of critical risk factors and reinforces the culture of risk awareness and reduction. 1 Communication 2 Risk Register 3 Critical Works Sign-off 4 Critical Equipment PPM Tracker 5 Critical Spares Management 6 Competency DNA Norland are specialists in providing critical risk management services, M&E maintenance and ICT services to data centres. Our standard design approach ensures compliance with the Uptime Institute s Tier III design criteria and Norland s experience of obtaining Uptime Institute operational accreditation makes them the perfect partner for us. Nigel Stevens, Chief Marketing Officer, Infinity SDC Managing and mitigating risk Norland s Critical Environment Risk Management (CERM ) is a co-operative approach to the management of risks associated with Critical Systems. It integrates the management of engineering risks and the resultant business risks. Any business interruption which might result from work in critical areas is fully assessed and adequate controls are put in place to mitigate such risk. Systems are maintained and monitored in accordance with a documented maintenance programme Personnel recognise that human factors are responsible for the majority of outages Effective and properly tested procedures are in place for operating critical engineering systems and for managing unexpected events Spares for critical engineering systems are effectively managed There is visibility of the risks and the potential threat to business Continuous learning takes place through constant feedback The CERM steps 7 Incident and Near Miss Reporting 8 After Action Review AAR 9 Critical Plant and Area Labelling 10 Critical Systems Availability

3 Norland on board at Ark Continuity Ark specialises in the design, construction and operation of high-integrity data centres, developed to deliver some of Europe s most resilient, scalable and predictable missioncritical infrastructures. Norland provides Ark with mechanical and electrical maintenance services on an ongoing basis underpinned by CERM methodologies. We support Ark with their processes and documentation in compliance with BS 25999, ISO and ISO 14001; constantly working together to ensure that all processes and documentation are maintained at the standards required. Since the initial assessments to gain these standards, both companies continue to work together identifying methods to reduce carbon emissions and optimise PUE and generally improve the services offered to Ark s clients. Not only is Norland responsible for all electrical and mechanical maintenance and whitespace fit-out services, the company also provides technical and general cleaning across both data centre campus locations, as well as ISO compliant waste management and pest control. Complete ICT and M&E fit-out Norland supports Ark s new clients as they take up occupation in their dedicated data room or suite by providing a converged ICT and M&E white space fit-out service. This integrated package is designed for rapid deployment. Norland has the capability to design, project manage and deploy the copper and fibre-optic cabling, equipment cabinets, containment and mechanical and electrical services. Norland has considerable experience in data centre mobilisation and together we adopt a meticulously wellplanned approach to provide both rapid deployment and rigorous engineering. Norland fit excellently with our own team of professionals. Both are skilled in the complexities of delivering and operating mission-critical infrastructures, meeting and often exceeding our clients expectations and requirements. Richard Borton, Operations Director, Ark Continuity

4 Converged on risk The philosophy behind Critical Environment Risk Management (CERM ) is about instilling the right culture and behaviours to effectively reduce risk. Known as the House of CERM, its five pillars provide a framework for ensuring risk is adequately assessed and effectively controlled and that critical training and human factors are considered. Focus: specifications, systems and processes are aligned with risk mitigation principles Effective CERM Focus Consistency Compliance Visibility Learning Right Culture Single-source solution CE360 is Norland s portfolio of services specifically developed for zero downtime, business-critical environments. mechanical and electrical maintenance facilities management fabrics maintenance energy and power usage efficiency capital projects ICT deployment and management data centre fit-out services consultancy, benchmarking and auditing Consistency: ensures good practice happens time and time again Compliance: critically aligned audits KPIs/SLAs Visibility: builds confidence around risks and engages all stakeholders Learning: continuous feedback and auditable track record Complete ICT fit-out Norland s ICT team for critical environments consists of highly-experienced professionals with a wealth of direct data centre experience. Our team designs, provisions, operates and maintains the infrastructure which supports converged voice and data communications. This includes structured cabling systems, power and temperature management systems, racking and stacking, capacity management, cable containment systems, smart hands, adds, moves and changes, user connectivity and cold aisle containment. A global financial services company selected Norland for the 3.5m fit-out of their new data centre facility. The 14 week programme included the design, procurement, installation, testing and project management of a complete ICT Infrastructure encompassing structured cabling (copper and fibre), communications cabinets, cold aisle containment, power distribution units and cable management. Norland were already maintaining the bank s mechanical and electrical engineering requirements nationally, which gave Norland a comprehensive understanding of the operational and environmental requirements needed for the critical ICT project. The new infrastructure supports 40G/100G connectivity and included the deployment of 200 cabinets, 600 ports, over 15,000 fibre-optic connections and 700 fibre trunk cables as well as 12 high-density patching frames. We needed to complete the entire fit-out of the new data centre in a very demanding eight week programme. The ability to be flexible has been instrumental in keeping this on track. The client now has a data centre of an exceptional standard and are very impressed with the high quality of the work and the design achieved. Michael Shaw, ICT Director, Norland All CE360 services are underpinned by the robust working practices embodied in Norland s CERM framework and its suite of online management information systems. CE360 services are designed and deployed by Norland s Uptime Institute accredited tier specialists. CE360 integrates mechanical and electrical facilities maintenance with the management of the IT infrastructure. Its single approach provides the command, control and monitoring necessary to manage all aspects of the data centre which, if not properly maintained, will contribute to service downtime.

5 Norland is a leading provider of hard services-led facilities management. One of the UK s fastest-growing FM companies, Norland manages and enhances the capital assets of national and global businesses. Since its formation in 1984 Norland has achieved consistent annual growth, which has been built on delivering exceptional levels of customer service and by investing heavily in people and technology. Accreditations: Norland works from a strategic network of regional offices throughout the UK, Ireland, Europe and the US. Consistently strong annual growth means Norland is ranked highly in the Sunday Times HSBC Top Track 250 league table. The company is a 2012 CIBSE award winner for Training for Building Performance. Recent Awards: Norland Managed Services Ltd City Bridge House 57 Southwark Street London SE1 1RU t: f: e: w: /NorlandMS /company/ Norland Managed Services Ltd. All rights reserved. Information is for guidance only.

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