Symantec.cloud Business Value White Paper

TOEI Research Symantec.cloud Business Value White Paper Underwritten by TOEI Research and Analysis Conducted by

Statement of Methodology and Best Practices This TOEI Research was conducted by Alchemy Group in close cooperation with senior information technology executives and staff. The forensic methodology and industry best practices developed by Alchemy Group were designed to independently discover, validate, and document the total operational and economic benefits associated with successfully deployed enterprise software solutions. The economic formulas presented in this white paper were developed by Alchemy Group s senior business and financial analysts. The conclusions are based on detailed interviews, data analysis, and numerous iterations and refinements of the economic expressions, which were subsequently approved by senior information technology executives prior to publication. Finally, an independent analysis of the completed data models, logic, data relationships, and confirmed operational and economic impact was performed by external resources who are familiar with this type of research and whose sole purpose is to provide an unbiased review to validate, test, and corroborate the final claims reported in each white paper. Page 2

Executive Summary.......................... 4 Business Need............................... 4 Solution..................................... 4 Benefits..................................... 4 Business Drivers............................ 4 Reduce IT Labor While Ensuring Business Continuity......................... 4 Chart 1: Global Moving and Relocation Company IT Labor Saved by Deploying Symantec MessageLabs Email Continuity.cloud........... 5 Improve End-User Productivity................... 5 Enforce Policies for Compliance and Security....... 5 Enhance Enterprise Security Footprint............. 5 Technology Challenges....................... 5 Simplify Complex IT Responsibilities.............. 6 Efficiently Manage Messaging Security............ 6 Manage Security Updates and Policies............ 6 Chart 2: Annual End-User Productivity Gains at Perkins Eastman s 1 for Spam Management.... 6 The Solution................................ 7 Figure 1: Symantec.cloud Portfolio Offering......... 7 Business Continuity through High Availability....... 7 Messaging Security with Symantec MessageLabs Email Security.cloud........................ 7 Data Protection with Symantec Email Encryption Services........................ 8 Web Security with Symantec Web Security.cloud.... 8 Email Management with Symantec Email Continuity.cloud....................... 8 Email Archiving Management with Symantec Enterprise Vault.cloud....................... 8 Business Value of Symantec.cloud............. 9 IT Labor Productivity Gains..................... 9 Messaging and Web Security.................. 9 Chart 3: Unum Group IT Productivity Gains from Deploying Symantec Email Security.cloud....... 9 Email Encryption........................... 10 Charts 4 and 5: IT Productivity Gains for the U.S.-Based Mortgage Company Following the Deployment of Symantec Email Encryption.cloud............... 10 Email Continuity............................ 10 Chart 6: The Global Moving and Relocation Company IT Labor Productivity Gains by Deploying Symantec Email Continuity.cloud..... 11 End-User Labor Productivity Gains............... 11 Messaging Security and Email Encryption........ 11 Charts 7 and 8: U.S.-Based Mortgage Company IT and End-User Labor Productivity Gains from Email Encryption........................... 12 Spam Storage Cost Avoidance................. 12 Conclusion................................. 13 Notes...................................... 13 Page 3

Executive Summary Business Need Reducing operating and capital expenditures is an important business driver for enterprises today. One area of key focus is IT infrastructure, which often includes many different software applications and hardware form factors that are costly to maintain from licensing to maintenance. In addition, 24 7 hands-on system management is challenging and cost prohibitive. Solution The cloud is revolutionizing how private and public sector entities from small businesses to large enterprises are delivering IT services. And services from the cloud, such as Symantec.cloud, offer solutions that help reduce cost and complexity while affording greater flexibility and adaptability. Symantec. cloud, Symantec s Software as a Service (SaaS) offering, provides solutions to customers in the areas of enterprise security, end-user protection, data management and data protection. Symantec.cloud includes some of the strongest SaaS service level agreements in the industry. Benefits Total Operational and Economic Impact (TOEI ) research by Alchemy Group identifies the following areas of business value that organizations can achieve when deploying Symantec.cloud solutions: By outsourcing labor-intensive tasks, organizations can dramatically reduce the time that IT staff and end users spend on security-related activities. Filtering unnecessary spam emails results in storage cost avoidance and improves end-user productivity. Off-premise filtering of spam saves network bandwidth and reduces communication costs. Automated email encryption leads to both IT and end-user labor productivity gains. The scope of this study is confined to the messaging, Web security, and email management components of the Symantec.cloud portfolio. Business Drivers IT organizations turn to SaaS security and email management solutions for a number of business reasons including: Reducing IT labor by automating manual tasks Ensuring business continuity through improvement of service levels Improving end-user productivity by eliminating manual tasks Enforcing IT policies for security and compliance Sustaining 24 7 security protection Reduce IT Labor While Ensuring Business Continuity IT security and management systems require intensive hands-on labor. IT departments must provide 365 24 7 continuity of business-critical services. Email is a business-critical service for many organizations. The true cost of an email outage at any company is reflected in more than lost productivity. It can damage relationships with customers and Page 4

suppliers, and cost a high-transaction company like an online retailer in lost profits. A global moving and relocation company expects to eliminate the time required to manage its Microsoft Exchange Environment by implementing Symantec MessageLabs Email Continuity.cloud. Chart 1: Global Moving and Relocation Company IT Labor Saved by Deploying Symantec MessageLabs Email Continuity.cloud Improve End-User Productivity IT solutions must enable end-user productivity by reducing the time they spend on tasks that are not core to their work responsibility such as security management. In addition, managing software security patches, encrypting email, and deleting spam from email inboxes is time-consuming and unproductive. These tasks can be automated, enabling end users to spend their time more constructively. Enforce Policies for Compliance and Security Security is not just a matter of malware attacks; it is also a matter of setting and enforcing policies that protect the organization against liability and against violation of regulatory requirements. These policies apply to email, the Web, and instant messaging three conduits into and out of an organization s network. Organizations often relay sensitive employee, partner, and customer information and maintain IT policies to encrypt emails when sending confidential data. Enhance Enterprise Security Footprint Enterprise networks are no longer confined within four walls. Between email, the Web, and instant messaging, in addition to employees using mobile devices at Wi-Fi hotspots, the enterprise network has no boundaries. Protecting against all of these threats is a complex and costly task. Without around-theclock vigilance, an IT staff cannot possibly manage those rapidly evolving threats. As a result, companies are driven to find turn-key solutions that work immediately while minimizing IT labor. Technology Challenges Organizations continuously assess the cost of securing their environments while attempting to stay one step ahead of malicious interference to their business operations. The growth and importance of messaging has challenged IT to protect against downtime from virus and malware attacks, manage storage effectively, and depend on security expertise that is available from expert companies. Page 5

Simplify Complex IT Responsibilities Keeping pace with business requirements is an ongoing challenge to IT organizations. Responding quickly and scaling to meet growth needs while maintaining customer service levels, is a daunting and costly task. With the security threat landscape dynamically changing, IT organizations are challenged to deliver enterprise protection across all areas of vulnerability. Areas of operations such as data backup and email archiving require the ability to rapidly expand and contract seamlessly as well as be protected from outside access. The same Global Relocation Services company mentioned above evaluated configuring an in-house clustering continuity infrastructure for its email environment. This would have required significant IT investment, expertise they did not have in-house, and substantial IT labor. The company determined it was more cost-effective and operationally advantageous to move to a SaaS solution in this case Symantec Email Continuity.cloud. Efficiently Manage Messaging Security As vital as messaging is to business productivity, it creates numerous challenges. These include: Spam frequently contains malware and viruses, which can be elusive and difficult to remediate. Legacy security systems frequently report false positives that are challenging to identify. IT departments spend a disproportionate amount of time and resources managing increasing volumes of email and responding to labor-intensive search and retrieval requests (for example, from legal, executive management, or from company employees). Lotus Renault GP 1 is a Symantec.cloud user. With more than 600 employees, including 30 IT staff, Lotus Renault GP saw its email volume double from 2 million messages per year to more than 4.5 million, between 2005 and 2009. Spam had grown to 90 percent of email volume, which was consuming valuable storage space. Spam management is not only a drain on IT labor, but on end-user productivity as well. For example, IT administrators at Perkins Eastman 2 (a New York-based architecture and design firm) spent 600 hours per year remediating spam and managing Web security. Even more costly to the company, each of nearly 600 employees spent 15 minutes each morning cleaning spam from their inboxes, losing 750 hours per week in employee productivity. The firm was using an endpoint security solution on users desktops, as well as hardware-based solutions, but those solutions proved largely ineffective as a filter to spam. Chart 2: Annual End-User Productivity Gains at Perkins Eastman s for Spam Management Manage Security Updates and Policies Every IT organization is challenged to maintain software upgrades and patches across the enterprise to ensure software upgrades and patches are maintained and potential security risks Page 6

are avoided. This is a time consuming and sometimes manual and costly task. The challenge is even greater in distributed environments and global enterprises. The Solution More than 10.9 million end users at more than 32,000 organizations, ranging from small businesses to the multinational companies, use Symantec.cloud to both secure and manage information stored on endpoints and delivered via email, Web, and instant messaging. The Symantec.cloud portfolio is shown in the following chart: Communication Security Data Protection and Management End-User Protection Symantec MessageLabs Email Security.cloud Symantec MessageLabs Instant Messaging Security.cloud Symantec MessageLabs Email Encryption.cloud Symantec Enterprise Vault.cloud Symantec Email Continuity.cloud Symantec Backup Exec.cloud (available in only certain areas) Symantec Endpoint Protection.cloud Symantec MessageLabs Web Security.cloud Figure 1: Symantec.cloud Portfolio Offering These pre-integrated services can be deployed rapidly, are centrally managed, and ensure end users are on the most current software release of all solutions. Many customers begin an implementation with one offering and expand to four or more Symantec.cloud offerings to solve specific business requirements. Once those solutions prove to be reliable and cost effective, customers can add other components from the Symantec.cloud portfolio. Symantec carries out regular penetration testing to ensure that its SaaS infrastructure is hardened against attacks. To control physical access, Symantec uses high-security data centers and maintains its servers in secure locations. Symantec customers include members of the Fortune 500 that have audited the company s security practices: Business Continuity through High Availability Symantec.cloud offerings are delivered on a global infrastructure that includes 15 data centers across five continents, two network operating centers, and thousands of mail servers. This infrastructure processes billions of emails and Web requests daily. Its scale allows Symantec to identify new attacks sooner and address the coverage needs of a demanding global customer base. Symantec invests heavily in redundancy within and across data centers to deliver against its service level agreements, which includes 100 percent service availability for email and Web security services. Messaging Security with Symantec MessageLabs Email Security.cloud Symantec MessageLabs Email Security.cloud secures a network in four ways: antispam, antivirus, image, and content controls. The solution prevents spam from reaching a network and virtually eliminates unsolicited messages. Its antivirus service provides zero-hour virus protection against the newest and emerging threats. The content control feature scans inbound and outbound email and attachments like PDFs against acceptable use policies and block those that contain sensitive or inappropriate content. The image control feature is used to detect confidential and proprietary images that can either be stopped or permitted to leave, based on customer-defined policies. Page 7

Data Protection with Symantec Email Encryption Services Symantec Email Encryption.cloud enables secure, private email communications without requiring hardware or software on site. As a hosted service, this solution eliminates the need to set up, configure, or maintain in-house appliances, gateway systems, or plug-in software. It requires no change or interruption in user behavior. Users continue to do business, while the service secures email between sender and recipient networks. The service assists companies in meeting regulations required by Health Insurance Portability and Accountability Act (HIPAA) and Gramm-Leach-Bliley. Web Security with Symantec Web Security.cloud The security capability of Symantec Web Security.cloud provides 100 percent protection against known Web-borne viruses and does so instantaneously (within 100 milliseconds). It further simplifies and automates such IT-intensive functions as controlling, monitoring, and enforcing Web acceptable use policies. Outbound Web requests are checked against an organization s policy rules allowing users to have the Web access they require, while providing effective control and minimizing risk to the business. And because Web Security.cloud is a hosted service, these rules can be enforced whether users are at the head office, a branch office, or remote. The service can be automatically updated to block even the newest threats in the cloud. Email Management with Symantec Email Continuity.cloud Symantec Email Continuity.cloud service provides an affordable standby email failover system that activates in minutes, delivering virtually uninterrupted access to email in the event of a mail server outage. The email continuity service is synchronized with your primary email system including contacts, calendars, distribution lists, and global address lists. During an outage, users continue to access email functionality through Outlook, a mobile device such as a BlackBerry, or a Web browser. Email, contacts, and calendar items are automatically resynchronized when the primary email system is back online. The service is hosted at an off-site location so that in the case of an unplanned outage at a physical site, email fails over to the cloud service, thus providing business continuity. Email Archiving Management with Symantec Enterprise Vault.cloud Symantec Enterprise Vault.cloud enables companies of all sizes to confidently address the challenges of email storage management, legal discovery, and regulatory compliance, with the ease and efficiency of a purely hosted service. Because it provides unlimited storage and retention of electronic communications in secure, redundant datacenters, Enterprise Vault.cloud allows email administrators to remove entire emails and attachments directly from the mail servers. End users maintain access to archived content via rapid search and retrieval, providing them with virtually unlimited mailboxes. This can reduce the email server storage footprint and improve server performance. ediscovery and legal holds can be easily conducted during collaborative review and categorization features help cull large volumes of email. Page 8

Business Value of Symantec.cloud Customers realize business value by leveraging the Symantec.cloud portfolio to eliminate email outages, malware attacks, and policy violations. Alchemy Group conducted interviews with nine Symantec.cloud customers representing a number of different industries and organizational sizes. Based on the data that was compiled, Alchemy Group pinpointed the following areas of business value: IT labor productivity gains for messaging, Web security, email continuity, and email encryption End-user productivity gains seen from removing spam management and encrypting emails Storage cost avoidance by removing spam from the organization environment The labor calculations in this section of the document use annual salary data and year-to-year salary adjustments for IT staff and end users, from the United States Bureau of Labor Statistics. 3 IT Labor Productivity Gains Companies can substantially reduce IT labor spent on managing messaging and Web security with a combination of Symantec MessageLabs Email Security.cloud and Symantec Web Security.cloud. Messaging and Web Security At Perkins Eastman, one IT FTE spent 24 hours per week a full three days to manage email and Web security. After implementing Symantec Email Security.cloud and Symantec Web Security.cloud, the same task requires only 12 hours, a 50 percent IT labor productivity gain, representing $46,211 in IT labor productivity gains between January 2010 and December 2011. A U.S. based mortgage company also recouped considerable IT labor in messaging security management. Before implementing Symantec MessageLabs Email Security.cloud, one IT FTE devoted two hours per day to messaging security management (cleaning spam and remediating viruses), and after, about 10 minutes per week. This represents an IT labor productivity gain of 477 hours per year, or $71,451 for the years 2008 through 2011. Unum Group, 4 a Fortune 500 company and Tennessee-based employee benefits provider, used Symantec MessageLabs Email Security.cloud for savings on multiple fronts. First, the company was able to reallocate two FTEs from managing messaging security, for projected labor savings of more than $446,000 between January 2007 and December 2009. Second, the solution eliminated false positives, saving 20 hours of IT helpdesk time per month, for projected labor productivity gains of nearly $26,000 in that same period. Chart 3: Unum Group IT Productivity Gains from Deploying Symantec Email Security.cloud Page 9

In 2008, Symantec 5 received nearly 1.2 billion email messages, 92 percent of which were spam and/ or infected with a virus or malware. The company implemented Symantec Brightmail Gateway to prevent 99 percent of those unsolicited emails from entering user mailboxes. In August 2009, the company added Symantec MessageLabs Email Security.cloud to filter spam and malware out at the Internet level. Combined, the two solutions now block more than 3.5 million spam messages per day. Whereas four FTEs previously spent four hours each per week cleaning spam and malware from Microsoft Exchange servers, the combined anti-spam solution has reduced that workload to 30 minutes per week for just two FTEs, for an annual IT productivity gain of 780 hours or $27,000 in labor savings. Email Encryption Before moving to Symantec MessageLabs Email Encryption.cloud, the U.S.-based mortgage company used desktop email encryption tools and required employees to use them in sending loan applications via email. Symantec Email Encryption.cloud automated the encryption process, ensuring that data such as account numbers and credit card information is transmitted securely. At the same time, the company eliminated IT staff time spent managing email encryption of 10 hours per week projecting to productivity gains of $74,320 from 2008 through 2011. Charts 4 and 5: IT Productivity Gains for the U.S.-Based Mortgage Company Following the Deployment of Symantec Email Encryption.cloud The global moving and relocation services company implemented Symantec Email Encryption.cloud in January 2011 and realized immediate IT productivity gains. Previously, two FTEs spent a total of 40 hours per week encrypting outbound correspondence. Now this process is fully automated with projected IT labor productivity gains of $576,395 from January 2011 through December 2013. Email Continuity Symantec Email Continuity.cloud service automatically synchronizes corporate directories, user accounts, contacts, calendars, and distribution lists, sparing IT any hands-on labor. Administrators may also select business-critical specific servers, storage groups, and mailboxes and control the order in which they come back online. The global moving and relocation services company implemented Symantec Email Continuity.cloud at the beginning of 2011. This spared two FTEs from managing unplanned downtime, for a labor savings of 144 hours per year. It also eliminated 20 hours of labor per week in managing of the Microsoft Exchange server environment. The company previously used a clustered environment of Exchange servers to maintain business continuity. The company was able to eliminate hands-on continuity management with Page 10

the Symantec solution, for a savings of 1,040 IT labor hours annually. By outsourcing these tasks, the company is projected to save more than $184,000 from January 2011 through December 2013. Chart 6: The Global Moving and Relocation Company IT Labor Productivity Gains by Deploying Symantec Email Continuity.cloud End-User Labor Productivity Gains Messaging Security and Email Encryption With 99 percent of spam blocked by Symantec Email Security.cloud, all of 600 Perkins Eastman employees gained 15 minutes a day, time that was previously spent removing spam from inboxes. They now rarely see spam and, in those rare instances, can blacklist any spam that does come through with the click of a button. This helped Perkins Eastman to recoup a total of 37,500 hours in labor productivity annually, between 2010 and 2011, for a total savings of $1,584,375. Lotus Renault GP uses Symantec Email Security.cloud to filter spam and malware at the Internet level. The solution 350,000 emails per month. Now, 400 email users spend just five minutes per week cleaning junk mail out of their inboxes, down from 30 minutes per week with the prior solution. This will recoup a projected savings of $1.5 million between 2009 and 2011. Likewise, Symantec has seen its own end-user productivity gains. Symantec s more than 18,500 global email users now spend just five minutes per week instead of 30 minutes cleaning spam from their inboxes, for a projected end-user productivity gains of more than $40.5 million over a four-year timeframe or an average of $10 million annually. Symantec Email Encryption.cloud similarly spares end users from unnecessary labor. The U.S. based mortgage company recovered 5,000 hours in end-user productivity per week with the solution. Beforehand, encryption was a manual task, requiring end users to exchange digital certificates with email recipients. This took about one hour per day from each of 1,000 users. Symantec Email Encryption.cloud enables automated encryption between the mortgage company and key business partners. It further enabled manual encryption with the click of a Send Secure button on any correspondence that was not automatically encrypted. These labor productivity gains for both IT and end users are projected to be more than $24 million for the four-year-period from 2008 through 2011. Page 11

Charts 7 and 8: U.S.-Based Mortgage Company IT and End-User Labor Productivity Gains from Email Encryption Spam Storage Cost Avoidance While productivity gains are the most obvious measure of solution success, Symantec.cloud solutions save customers storage costs by removing spam email in the cloud, away from customer servers and networks. The global moving and relocation services company estimates that its storage costs were $12,500 per terabyte. Using Symantec MessageLabs Email Security.cloud, it reduced its spam email storage from 25 to 8 terabyte; at a cost of about $12,500 per terabyte, that represents storage cost avoidance of $212,500. Symantec avoids spam email storage using its own Symantec MessageLabs Email Security.cloud solution. From January 2008 through December 2011, Symantec will have avoided the cost of storing up to 55 TB of spam annually, at a storage cost of $71,680 per terabyte for 2008 and $40,960 per terabyte for 2009 through 2011 (fully-burdened storage costs including administrative and RAID overhead, frames, implementation, and support and operational costs). Unum Group reduced its spam storage volume by 90 percent, saving approximately 2.4 terabytes of storage over a three-year period. At an estimated cost of $25,600 per terabyte of storage, Unum Group avoided more than $60,000 in storage costs from January 2007 through December 2009. Page 12

Conclusion Cloud-based solutions can simplify labor intensive and costly IT tasks while easing the pressure to provide enterprise-wide security, improve the management of growing storage and backup requirements, comply with growing regulatory demands, and enable higher IT and end-user productivity. Automating labor-intensive IT functions, such as spam remediation, managing planned and unplanned network downtime, and staying current with software updates and patches, enables an organization to redeploy its IT staff to business-critical functions. This enables IT to not only meet the requirements of their business customers, but easily scale to grow with the business. Notes 1. Renault F1: Archiving, High Availability, Data Protection, Security, Systems Management, and Green IT, September 2010 BVA, by Alchemy Group. 2. Perkins Eastman Customer Success Story, http://www.symantec.com/content/en/us/enterprise/customer_successes/b-perkins_eastman_ CS.en-us.pdf 3. Bureau of Labor Statistics, Average Salary and Year-to-Year Salary Adjustment, May 2009. http://www.bls.gov/oes/current/oes151071.htm. 4. Unum Group: Messaging Security, Security Management, Server Management, Web Security, Email Archiving and e-discovery, September 2009, BVA by Alchemy Group. 5. Symantec: Information Security, Data Loss Prevention, Compliance, and Endpoint Protection, March 2010 BVA, by Alchemy Group. Page 13

Alchemy Group, Inc. Alchemy Group is a multidisciplined, global management consulting and market research firm. Founded in 2004, Alchemy Group provides strategic and program-level support for C-level executives and senior sales, marketing, and information technology (IT) professionals. Alchemy Group is made up of four distinct practice areas all focused on the single goal of enabling our clients to meet market expectations and accelerate corporate performance. The Total Operational and Economic Research (TOEI ) practice provides editorial-quality, independent economic benefit analysis for a broad range of IT solutions. For the IT professional, this research provides an independent view of the anticipated operational and economic benefits during the product evaluation processes and confirms them after deployment. TOEI Research offers forensic-level economic and operational detail and ensures that both the supplier and the economic buyers have the tools, processes, transparency, and market awareness to properly represent and procure IT solutions with well-defined business acumen. The final results are used to help suppliers and IT professionals fulfill many strategic objectives in and around the validation of the operational and economic benefits of enterprise IT solutions. TOEI Research is available in both public and private communication media. Stanley King President and CEO King is responsible for establishing strategic relationships with executives who are committed to understanding the economic impact of products and services in the global IT supply chain. King s international sales and marketing experience and ongoing research efforts provide industry executives with the candid insight required to enable effective Customer Lifecycle Management. The TOEI Research practice has proven valuable to IT procurement, product development, strategic and product marketing, and long-term customer support. Prior to founding Alchemy Group, King served in the software industry for 19 years, specializing in field operations, software design and development, and mergers and acquisitions. Page 14