Symantec Residency and Managed Services Flexible options for staff augmentation and IT out-tasking Symantec Global Services Confidence in a connected world.
Symantec Residency and Managed Services provide skills and expertise when and where you need them most onsite or via remote locations to help you manage IT risk, lower costs, and increase operational efficiency.
Strategic Staff Augmentation and IT Out-tasking Services Organizations have become increasingly dependent on IT to run core business operations, creating tremendous exposure to IT risk. Keeping information assets secure and available in the face of tight budget pressure requires expert knowledge of IT systems and operational best practices. As IT infrastructure becomes more complex, however, many organizations are finding it impractical to maintain the entire spectrum of IT capabilities in-house. Hiring, training, and retaining specialists can be time-consuming and costly particularly in areas such as security, backup, archiving, and compliance, which lie outside the primary areas of strategic focus for most organizations. Symantec Global Services can help. We provide onsite experts who can augment your staff for extended periods of time and offsite experts who can monitor and manage IT systems from remote locations. Whether you need help filling a single opening or want to outsource key areas of IT operations entirely, Symantec has the expertise and resources you require. As the level of IT risk and cost associated with infrastructure management increases, more companies are considering outsourcing options. Symantec offers enterprises flexible ways to meet their resource challenges, representing a strategic IT consulting partner that helps them manage critical IT processes in support of business goals. Doug Chandler Research Director, Infrastructure Services 1
Symantec Residency and Managed Services Overview Symantec Residency and Managed Services help organizations manage all areas of IT risk, including security, availability, performance, and compliance. Internal and External Malicious Threats Keep Bad Things Out Keep Important Things In Security Availability Natural Disasters and System Failures Keep Systems Up Ensure Rapid Recovery IT Risk IT Policy and External Regulations Ensure Adequate Controls Automate Evidence Collection Compliance Performance Application Performance and IT Performance Optimize Resources Ensure Correct Configuration Symantec Residency Services enable you to augment the capabilities of your own staff with highly qualified onsite resident consultants who possess the skills to manage complex IT solutions. Symantec Managed Services provide standardized options for remote monitoring, remote management, and expert analysis under strict service-level agreements (SLAs). Both Residency and Managed Services deliver timely expertise to help organizations make the most effective use of scarce resources and achieve full value from their technology investments. In addition, by leveraging Symantec s economies of scale, many IT leaders find that solutions based on Symantec Residency and Managed Services also cost substantially less than comparable in-house efforts. 2
Symantec onsite experts can fill IT roles at any level, freeing existing resources to focus on strategic initiatives. Symantec offsite experts work from remote locations around the world to perform 24x7 monitoring, management, and analysis. 3
Symantec Residency Services Symantec Residency Services are ideal for organizations that intend to manage their own IT environments but need to fill key project roles with expertise that is challenging to maintain in-house. Clients benefit from advanced skills and up-to-date best practices right where they re needed without the challenges and delays associated with hiring, training, and retaining in-house employees. Symantec consultants bring extensive experience in IT Risk Management disciplines to each Residency engagement. Our expertise extends from our position as a leading supplier of infrastructure software as well as our experience delivering more than 4,000 consulting engagements per year to a client base that includes 95 percent of the Fortune 500. Symantec Residency Services support efficient backup operations for a major energy producer One of the world s largest oil and gas companies asked Symantec to help consolidate and manage data protection assets for their global environment, supporting almost 100,000 employees, with nightly backups for six domains comprising 3,000 servers and 70 terabytes of storage. Symantec helped the company develop and implement an optimized architecture, reduce infrastructure costs, build operational efficiency, and then establish and meet backup success targets. Symantec then took over day-to-day operational management, enabling the firm s own team to shift its focus from firefighting to longterm planning and strategic initiatives. Results over a 20-month period included dramatic reductions in IT risk, with 99.96 percent backup success and 100 percent fulfillment of data restore requests. Improved software and hardware consolidation and utilization boosted employee-to-server ratios by almost 100 percent and cut total operational costs of data protection by approximately 35 percent. 4
Symantec Residency Services are delivered under an SLA or on a fee-for-service basis, determined by the role of the consultant and the length of the engagement. Engagements typically span a year or longer, with Symantec residents serving as members of the client s own staff. Residency Services meet requirements for specialized expertise at any level: Executive Residency provides seasoned IT leadership to manage major initiatives, guide operations, or fill critical gaps at the level of CTO, CIO, CISO, and head of operations. Expert Residency provides specialized expertise to manage IT projects, supervise teams, and define strategy at the IT manager level. Technical Residency delivers specialized skills to administer, maintain, monitor, and troubleshoot technology environments. Symantec Residency Services are available in a variety of areas including: Endpoint Security Backup and Recovery Security Management Application Performance Management Messaging Management Storage Management IT Compliance High Availability Realize the Strategic Business Value of Your Technology Investments 5
Symantec Managed Services Symantec Managed Services are best suited for organizations that find it difficult to mitigate security risk, comply with regulations that require security controls, or achieve backup and recovery SLAs in a cost-effective manner. These areas can be challenging to administer because significant expertise is required to handle day-to-day operations, yet routine activities such as vulnerability assessments, log reviews, compliance audits, and backup jobs are labor-intensive and repetitive. In addition, these areas often require around-the-clock monitoring and rely on activities that take place in the middle of the night. Symantec Managed Security Services optimize security management for Citizens Business Bank Citizens Business Bank (Citizens) turned to Symantec to provide centralized, 24x7 monitoring and management of their security infrastructure, which includes firewalls and intrusion-detection systems. Citizens network of 44 financial centers spans 400 miles, supporting approximately 800 employees and thousands of customers. By outsourcing security management to Symantec Managed Security Services, Citizens IT department has been able to focus on core business areas and reassign staff to strategic responsibilities. It now takes only 15 minutes a day to manage their security infrastructure a dramatic decrease from the estimated seven analysts it would require to manually monitor, investigate, and respond to security notifications around the clock. Total labor efficiencies and labor cost avoidance have resulted in savings of more than $1.3 million over a four-year period and are expected to continue delivering more than $500,000 in savings per year for the foreseeable future. As Citizens Business Bank CIO Elsa Zavala expressed, We pride ourselves in relationship banking, and really having the expertise and commitment to take that relationship to the next level. We have enjoyed the same experience with Symantec. Symantec Managed Services provide standardized options for 24x7 remote monitoring, remote management, and expert analysis that reduce risk and improve operational efficiency. In addition, Symantec Managed Services can lower operational costs by leveraging extensive Symantec investments in global staff and infrastructure. For example, Symantec Managed Security Services utilize four Security Operations Centers (SOCs) around the world to supply more than 500 customers with real-time access to security data. This comes from our Global Intelligence Network, which collects information from more than 40,000 intrusion-detection and firewall sensors in 180 countries. Symantec Managed Services are delivered on an SLA basis; that is, the fee for these services covers whatever resources are required to achieve explicit service-level commitments. To meet SLA commitments in a cost-effective manner with minimum exposure to IT risk, Symantec Managed Services operations also adhere to international certifications and standards such as ISO 27001 and SAS70 Type II. Symantec Managed Services are currently available in areas such as Security Management and Backup and Recovery. 6
Combining Symantec Residency and Managed Services Pressures continue to mount for IT managers. Budgets are tight, SLAs are difficult to achieve, configuration changes are endless, data volumes are exploding, new regulations spring up overnight, and new technologies appear on the horizon every day. To manage complexity and keep costs under control, many IT leaders are seeking to outsource or selectively out-task key areas of IT operations that are necessary, but not strategic, to the business. Symantec Residency and Managed Services can work together by combining expertise and best practices onsite with remote management capabilities offsite. Clients can simplify budget planning and accounting by aggregating a complex mix of capital and operational expenses into a single payment. In addition, our experts can help you focus existing staff resources on strategic projects that drive competitive advantage, while we handle mundane staffing considerations and operational concerns that align with our unique domain expertise. Symantec Residency and Managed Services support endpoint protection at Singapore s StarHub Singapore s second largest information services company turned to Symantec for help streamlining IT processes after a merger. The comprehensive managed solution included onsite support from Symantec Residency Services as well as remote monitoring and management performed by Symantec Managed Security Services. The Symantec onsite resident functions as a member of StarHub s Infosecurity team to provide security and risk assessments and help address security issues and incidents. When an incident occurs, the resident works with StarHub s team to help minimize the damage in terms of lost productivity and downtime and contain the incident. Symantec Managed Security Services further help StarHub defray the cost of setting up an in-house security infrastructure by monitoring and managing more than 22 devices, including Cisco and Juniper components. StarHub saves at least 30 percent in security management costs by using Symantec Residency and Managed Services, compared with the costs of hiring and maintaining inhouse experts. Ready access to strategic security expertise helps StarHub manage IT risk and meet its technical and business objectives. As StarHub s Head of Information Services, James Woo, expresses it, I would recommend Symantec as an IT solutions provider. We work very well with the Symantec team and look forward to enhancing our strategic relationship with them to bring greater value to our customers. 7
The Symantec Global Services Advantage Symantec is recognized by top analyst firms as a leader in software for security management, storage management, backup, high availability, disaster recovery, messaging management, and IT compliance. Symantec Global Services builds on this foundation and offers an independent perspective on hardware platforms and operating systems as well as extensive expertise managing complex, multivendor environments. Our Residency and Managed Services support third-party technologies as well as our own systems, and our services experts are not paid on software sales we focus our efforts on ensuring our clients get maximum value from their existing infrastructure investments. Unlike large IT outsourcing firms that act as generalists across a broad range of areas, Symantec Global Services provides deep domain expertise and specialized infrastructure investments in the areas of IT risk security, availability, performance, and compliance. In addition, partnering with Symantec Global Services means much more than an engagement with a few onsite consultants and remote experts. Residency and Managed Services are backed by a vast team of engineers, product managers, and technical support specialists working together to resolve issues quickly. 8
Rely on Symantec Residency and Managed Services for expertise and resources to help you manage IT risk, performance, and cost, so you can focus on strategic projects that drive competitive advantage. To learn more, visit www.symantec.com/globalservices 7
About Symantec Symantec is a global leader in infrastructure software, enabling businesses and consumers to have confidence in a connected world. The company helps customers protect their infrastructure, information, and interactions by delivering software and services that address risks to security, availability, compliance, and performance. Headquartered in Cupertino, California, Symantec has operations in 40 countries. More information is available at www.symantec.com. For specific country offices and contact numbers please visit our Web site. For information in the U.S., call toll-free 1 800 745 6054 Symantec Corporation World Headquarters 20330 Stevens Creek Boulevard Cupertino, CA 95014 USA 1 408 517 8000 1 800 721 3934 www.symantec.com Copyright 2008 Symantec Corporation. All rights reserved. Symantec and the Symantec logo are trademarks or registered trademarks of Symantec Corporation or its affiliates in the U.S. and other countries. Other names may be trademarks of their respective owners. 01/08 12107573-1