IBM Smartcloud Managed Backup

Transcription

1 IBM Smartcloud Managed Backup Service Definition 1

2 1. Summary 1.1 Service Description The IBM SmartCloud Managed Backup service provides public, private and hybrid cloudbased data protection solutions to help clients to achieve cross-enterprise information resiliency and data recovery. This flexibility in cloud models is not found in many other solutions. As a managed service, it is designed to help simplify backup with automated and standardized tools and processes that can consolidate dispersed information onto a single infrastructure. IBM SmartCloud Managed Backup solutions are security rich and highly scalable. With SmartCloud Managed Backup, IBM can help you choose and implement a plan tailored to your backup priorities, retention and retrieval goals, and needs for infrastructure flexibility and scalability. The SmartCloud Managed Backup infrastructure offers virtually anywhere, anytime access to data via a web-based portal installed in your environment. This portal gives your authorized users a single pane of glass view of the information stored within the cloud. It also gives you a single management point for your data backup services. Best of all, these services are designed to deliver consistently high backup success rates, as high as 99.8 percent. SmartCloud Managed Backup consists of a range of service elements to meet the data backup and recovery needs of our clients. Figure 1: Overview of SmartCloud Managed Backup Service Elements 2

3 Service Options The IBM Smartcloud Managed Backup offers a number of service options, to enable the appropriate solution to be selected fro each use case. Figure 2: Overview of SmartCloud Managed Backup Service Options 1.2 Service Characteristics Lot Applicability Specialist Cloud Managed Services Any medium-large public sector body that wishes to implement a "Recovery into the Cloud model to provide data protect text data Contract Duration Contract Price Lead time to start Related Lot(s) /Offering(s) Flexible to be agreed in the Call-Off Order Variable based streamed data The price will be subject to VAT and a minimum tier charge will apply Subject to on-boarding activities, including network connectivity availability IBM Smartcloud Virtualised Server Recovery IBM Smartcloud Content Management 3

4 1.3 Why IBM SCMB Highlights The IBM managed data backup solutions are based on five value drivers: 1 Flexibility of delivery model - Customized to your requirements, Flexibility to adapt to different workloads, portability of data and workloads and Reduced vendor lock-in 2. Security/privacy - enterprise level security addressing your concerns 3. Availability: Around the clock, always-on availability of critical business data 4. Agility: rapid provisioning of new services 5. Choice: IBM public or private cloud models available Data Protection Analysis IBM can provide an optional data protection analysis. This analysis can help identify gaps in your data resiliency plan by offering a baseline view of your data backup environment and pinpointing the areas that could compromise data security and availability. This analysis can help you better understand your organization s vulnerability to risk, and help determine how to achieve potential improvement in backup and recovery performance with IBM SmartCloud Managed Backup services. Figure 3: Data Protection Analysis: Provides comprehensive analysis of current data protection environment and helps enable backup designs that meet backup needs 4

5 The Benefits of IBM providing SCMB IBM SmartCloud Managed Backup is a leader in the data backup and recovery market. Teaming with IBM, you can feel confident in the quality, technology, flexibility, scalability and value of your cloud-based data backup solution. An end-to-end, cloud-based, managed data backup service with our own hardware and software solutions a single vendor for your backup needs Experience gained from protecting over 40 Petabytes of Data from approximately 3,400 customers Ability to correlate and filter events to anticipate and react more quickly to events 1.4 Contact Contact Name Chris Boyce Title IBM Business Continuity and Resiliency Services Address PO Box 41 North Harbour Portsmouth Hants, PO6 3AU Contact chris.boyce@uk.ibm.com Contact Phone

6 2. Delivery 2.1 Context The tremendous growth of data has created unprecedented challenges for businesses today. Although data growth can help improve efficiencies and expand market reach, it can also expose a business to more risks, such as data theft, fraud and service interruptions. With data becoming increasingly dynamic, in addition to business resilience and security, risk management has emerged as a top priority for best standards and practices in many organizations. In the September 2012 IBM Global CIO Study, with input from over 400 IT and C Suite managers, 37 percent of respondents cited data loss and 61 percent cited data breach as causing reputational harm. Balancing opportunity and reputational risk requires a strategy that includes a solid business resiliency plan along with dependable backup and restore policies for systems and processes. This also helps address the need for better security of data and applications, using advanced technology and analytical capabilities. 2.2 What we will deliver As previously outlined, SmartCloud Managed Backup consists of a range of service elements to meet the intervals data backup and recovery needs of our clients. These service elements are summarized in section 1.1. The SmartCloud Managed Backup solution has also been designed to address concerns of security, reliability, and flexibility associated with cloud computing solutions. 6

7 Please note, as part of the solution, there will be period of scheduled maintenance. During the on-boarding activities such appropriate scheduled maintenance windows will be defined and confirmed; whilst the approach for handling periods of emergency maintenance activities for hardware or software; Security The solution provides security-rich encryption compliance requirements for a variety of industry regulations tied to data retention policies. Data on the secure vault is stored in a scrambled and compressed format. Three different managed backup delivery models provide various levels of isolation based on the level of risk and performance associated with the data being backed up. Server Protection IBM SmartCloud Managed Backup provides integration with VMware s vstorage API for Data Protection (VADP) technology in order to allow backups of virtualized environments in a much more efficient manner than if they were treated as physical environments. Reliability The solution includes the following reliability features: Around-the-clock access (24x7) to IBM experts is available while delivering 99% backup success rates. Automation is continually fine tuned using the insights gained from managing the client, based on IBM best practice Flexibility The solution provides the following flexibility features: Storage portal provides the ability to respond to changes quickly and allows for easy provisioning of new services and customization of existing services while providing analytics to enable more reliable data backup and protection processes. Services can be tailored with a choice of data backup platforms; including managed private, hosted private, or shared in the cloud. Data Deduplication The solution provides increased resiliency with software-based data deduplication. By using a software-based deduplication engine, IBM can provide a single integrated and highly flexible deduplication solution that: Helps prevent others from reading data at the remote vault location. Can identify redundant data at the source and store only unique chunks of information across files, file systems and servers. 7

8 Infrastructure overview To provide the SmartCloud Managed Backup services, IBM will provide the necessary hardware and software infrastructure to achieve your backup and restoration objectives. With this cloud-based offering, the service management architecture delivers the desired data protection as part of the entire suite of infrastructure assets deployed as outlined below. Delivery strategy One of the most important and unique characteristic of the IBM SmartCloud Managed Backup service is represented by the service delivery teams who monitor and manage your data backup and restores. The SmartCloud Managed Backup service delivery team will report, monitor, and issue alerts, if necessary, on the backup infrastructure 24 hours a day, 7 days a week via our Global Support Center and Advanced Delivery Services group. The SmartCloud Managed Backup Tier 2 support actively monitors and directs all activities regarding maintenance and support of the services and infrastructure. These skilled employees, supported by IBM tools and ITIL based processes proactively monitor the backup infrastructure health, overall system activity, and the continuous stream of events and tasks. The IBM GSC manages system-generated alerts and direct service requests, each member of the team must follow carefully documented procedures covering the following aspects of service operations: Issue resolution Escalation methods Communication paths Change management Service level tracking Storage Portal The storage portal allows the monitoring of the operational environment and helps you identify risk more rapidly with centralized reporting tools. Through the storage portal, you can track your backup activities and gain enhanced insight into service usage and historical trend, including detailed reports of the backup statistics. The following screen shot shows a sample page from the SmartCloud Managed Backup Storage Portal. 8

9 Figure 4: SmartCloud Managed Backup Storage Portal Homepage: 2.3 Service Management The IBM Service Manager will establish a framework for communications, reporting, procedural and contractual activities for your Selected Services. The IBM Service Manager will: review all documents, with your Customer Point of Contact coordinate the technical activities of IBM's assigned personnel; establish and maintain communications through your Customer Point of Contact; conduct scheduled meetings or conference calls with your team; and coordinate changes to the Selected Services or the Selected Services environment with the Customer Point of Contact. 9

10 2.4 Ordering & Invoicing Ordering and Invoicing will be in line with the G-Cloud Framework Agreement and Call- Off terms. Any specific deviations can be discussed and negotiated prior to the onboarding process. 2.5 On Boarding and Off Boarding - Process and Scope Service On-Boarding Service on-boarding is the methodical process used to manage the on-boarding of customers to the service offering provided by IBM. Starting with a project kickoff, we gather, with your help, detailed information about the environment we are servicing. This detailed information will allow IBM to mature your solution, enabling a detailed scope of service with pricing that is reflective of your full requirements including any one time charges, on-going charges and termination charges where applicable. The following section outlines the main activities that will be included within this phase. Activity 1 - Project Initiation The purpose of this activity is to facilitate a high-level project kickoff, during which the at least the following will be addressed: Prior to the session, provide any data collection questionnaires used as input to the session; During the session introduce the project participants and discuss project team roles and responsibilities; Review the Services objectives and document any additional service features of elements that are requested (e.g. enhanced data encryption) Review Customer s environment (including any need for migration form an existing service) and completed data collection questionnaire and identify any missing information; and Develop a schedule of activities. Activity 2 - Solution Maturing The purpose of this activity is for IBM to work with the client to validate the base solution and incorporate all dependent and/or additional elements for the requested End-to-end solution. This will be based on output from the Initiation activity and will address areas including: (Optionally) performing a Data Protection Analysis exercise; 10

11 The establishment, configuration and installation of all service schedules and maintenance windows; Gather any additional detailed information about Client s facilities, infrastructure & network Working with the customer and the chosen network provider to provide a networking communications solution between the IBM Cloud centres and customer locations; Working with the client to undertake current Security level assessment & certification - IBM will validate and where necessary increment security needs for the selected offering; Including all additional service elements and components (HW,SW, Labour) including any incremental hosting charges Activity 3 - Provisioning The purpose of this activity is to commission the service, by undertaking setup activities to include: Establishment of communications through a Customer Point of Contact; Provision the Services Components and the network components, includes Quality of Service check & network connectivity security verification; Provision to the Customer Point of Contact with access to Web-based portals for access to the Service; Procurement of all necessary consumables & media; Training of selected customer staff; Installation of agent software on each end point that needs to supported; Testing and review of processes and tools (i.e. proving the service); Following the test and reviews, service tuning & performance optimization; and Actual service activation - the Service will be considered activated when IBM has provided Customer/End Point access to be able to log-on and undertake base tasks. At this point, Service Delivery phase begins Service Off-Boarding At the end of the service, there is a further the methodical process used to manage the off-boarding of customers to the service offering provided by IBM. This commences with the appropriate notification and planning phases and will incorporate activities such as: The payment of any applicable charges, (which could include but is not limited to, the recovery of stranded capital & third party costs) as made clear by the termination charges provided to you as part of the initial on-boarding process prior to contracting; Removal of agent software from each end point that was supported by the service offering; 11

12 Decommissioning of any communications solutions in conjunction with the client and the chosen network provider; The return by IBM of any applicable and agreed data points/packages and or making unreadable, all Content in the Recovery Site and/or where used, tapes will be destroyed by a tape services provider and a certificate of destruction is furnished in order to better manage compliance for secure destruction.; and The disabling of access to, and make revoke Customer s logon access to the Web-based portal. At the end of these activities the client will be formally notified the off-boarding is complete. 2.5 Key Points IBM has leveraged Cloud based Technology advances to help better secure your data backup and aligned these with a best of breed operating model. IBM SmartCloud Managed Backup offers a robust range cloud based data protection solutions for clients who want to achieve information resiliency and operational recovery across enterprise data assets. Unlike competitors with limited experience and services, IBM can offer better managed, more scalable and public or private cloud-based services that help you protect your mission-critical data. IBM will help you choose and implement a plan based on your priorities for backup, retention and retrieval, so you can gain security-rich, virtually anywhere, anytime access to information in the extended enterprise. IBM has over 1,600 specialists in more than 150 global business resiliency centers across 55 countries, managing approximately 40 petabytes of data. Typical Value improvements Flexible Recovery Points (RPO), Rapid recovery times (RTO), Long term retention options and additional Disaster Recovery options 12

13 SCMB - Service Levels Approach IBM Service Level Agreements (SLAs) establish target objectives for specific support measurements i.e. Backup performance. The SLAs become effective and each Server will be included in the SLA measurements when 60 calendar days have passed since the Provisioning activity for the Server was completed, as long as this period includes the Server successfully completing a Full Backup. SLA remedies will be available provided Customer meets its obligations as agreed during on-boarding. Backup performance IBM will successfully complete a minimum of 95 percent of the total number of Backups initiated in a given month, within 24 hours of initiation. The Backup completion will be calculated as follows: > Backup performance = A/B 0.95, where: A = the total number of Backups scheduled and successfully completed within 24 hours of initiation, within a given month; and B = the total number of Backups scheduled within a given month. 13