© 2014 IBM Corporation
Data is Big – Ensure it is
Resilient
Jeff Currier
Global Business Development & Alliance Executive,
IBM Business Continuity and Resiliency Services

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
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2
Agenda
2
IBM Strategy1
Major Trends and Challenges2
IBM Business Continuity & Resiliency Services Approach3
IBM BCRS Cloud Resilience Portfolio4
Next Steps5

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
3
We are making
markets by
transforming
industries and
professions with data.
We are remaking
enterprise IT for the
era of cloud.
We are enabling
systems of
engagement for
enterprises. And
leading by example.

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
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4
1001/4th
of new software is
now being built for
the Cloud.
85%
50%
Major trends support the need for Cloud-based Resilience
25
%
Cloud
Non-Cloud
CAGR
growth
for Cloud
by 2020
-2%
7
%
46
%
Today 2020
Cloud
percentage
of total IT
spend
$250B
of the world’s
applications
will be available in the
cloud by 2016.
of large enterprises
will have hybrid cloud
deployments by 2017.
countries have data-
protection
regulations in place.
of developers already report
that cloud-based services or
APIs are part of the applications
they’re designing.
potential market size for cloud by
2017.
72%
7%
46%
25%

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
5
5
1,000,000,000,000
4/5ths
2.5Bgigabytes of new
data generated
every day.
3x
500M
$187B
2.5petabytes of
data is collected
every hour by a
major retailer.
2013
Growth of Big Data &
Analytics by 2015
Hardware
Software
Services
2015
connected objects
and devices on the
planet generating
data by 2015.
increase in data-
transmitting
transistors per
human by 2017.
of the world’s data is
unstructured. Audio.
Video. RFID data. Blogs.
Tweets. All represent
new areas to mine for
insights.
DVDs worth of
data
is generated
daily.
potential market in 2015.
$164B
$187B
The explosion in the volume of digital data will require robust, flexible data
protection solutions

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
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So what is big data ???
Big data - information of extreme size,
diversity and complexity – is
EVERYWHERE
This disruptive phenomenon is destined to help
organizations drive innovation by gaining new
and faster insight into their customers.
What are the opportunities?
What are the costs?
DID YOU KNOW?
Through 2015, 85% of Fortune
500 organizations will be
unable to exploit big data for
competitive advantage.*
DID YOU KNOW?
Through 2015, 85% of Fortune
500 organizations will be
unable to exploit big data for
competitive advantage.*
*Gartner
*Based on a survey of 1,144 business and IT professionals in 95 countries conducted by IBM and the University of Oxford Business School

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
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“Lack of resources, expertise and tools to
cost effectively manage multi-vendor
environments
“My reputation is vital to
my business success.”
“I need to protect against
threats – even the ones I’m not
prepared for.”
“I need to manage complexity of
compliance across my organization and
silos – and be audit ready all the time.”
“I need to provide access to
and recoverability of data at
any time.”
How do you…?
• Increase regulatory compliance without increasing capital expenses
• Block potential incoming threats without inhibiting traffic flow, data
availability and uptime
• Prepare for the unexpected outage or disaster
Minor event Moderate event Substantial event
Sizing business continuity and IT security events
how long? how much? how likely?
Lasts
19.7
minutes
Lasts about
2 hours
Lasts about
7.5
hours
Costs
$52,646
per minute
Costs
$38,069
per minute
Costs
$30,995
per minute
chance of
happening*
69%
chance of
happening*
37%
chance of
happening*
23%
*over the next 24 months
Clients are challenged to address board level requirements
that are vastly different from what they were responsible for
just five years ago

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
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#2020- Data is big: Ensure it is resilient 8
The New Challenge: Organizations’ tolerance for
downtime is now down to minutes vs. days in the past
8
Toward
“Always On”
Lower
RTO/RPO
zero tolerance
for down time
Continuous
Availability
constant connection
to devices, users
and customers
Regulatory
Requirements
longer retention,
protection of
digital info
BCRS for
data protection
& data availability
as a utility!
BCRS SmartCloud Resilience
provide recovery, data
protection and
Application Resilience
in the Cloud!
BCRS for
the “Always On”! new
world, anytime
anywhere
Data is the new
natural resource!
A Growth Engine
For Business !
Social, Mobile
BCRS is a critical
portfolio to enable &
support IBM Strategic
Imperatives
Source: 2013 by The Enterprise Strategy Group, Inc
Source: 2013 by The Enterprise Strategy Group, Inc.

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
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Threats and challenges to business continuity can include human
errors, natural disasters, cyber attacks and more
*IT Risk is “The business risk associated with the use, ownership, operation,
involvement, influence and adoption of IT within an enterprise.” Source:
ISACA – Information Systems Audit & Control Association, June 2011
As shown by new research sponsored by IBM and conducted
independently by Ponemon Institute…
34%
65%
$14M
17%
$53K
19-450
minutes
Source: 2013 IBM Global Study on the Economic Impact of IT Risk

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
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IBM BCRS addresses the changing business needs to manage risk
and compliance with “always on” business resilience, data
protection, and cloud enabled solutions
Infrastructure
Recovery
Cloud
Recovery
Business
Resilience
RTO days - weeks minutes always available
 multi-platform DR
 tape-based backup
 focus on recovery of systems
 broad geographic expansion
 recovery inside BCRS centers
 DR bolted to back end of app
 self managed recovery
 customer manages the data
 multi-hypervisor failover
 disk-based backup / replicas
 focus on recovery of apps
 geographic rationalization
 DR part of app design
 managed service model
 IBM manages the data
 Data usage beyond recovery
 multi-platform resilience
 continuous replication
 focus on proactive risk mgmt.
 geographic optimization
 mobility enabled workloads
 application resilience
 proactive managed services
 IBM manages uptime / risk
(1989 – 2006) (2007 – ) (2012 – )

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
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To deliver a total resilience program, the resilience capability of each layer must be optimized.
SecurityRecoveryContinuity Availability
Facilitie
s
Technology
Applications
Processes
Organizatio
n
Strategy and vision
DataData
IBM BCRS offers a comprehensive approach to achieving
business resilience that extends across the enterprise

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
Design – Optimize - Manage – Report
Cloud Resiliency
Infrastructure Recovery
Technology – Facilities - Network - Support
BCRS Capabilities
Managed Resiliency
Plan – Manage – Execute -- Report
Risk – Impact – Availability – Manage
Resiliency Consulting Prevent Protect
Recover Manage
Knowledge based services to identify, quantify,
prioritize IT risks, strategies and designs
Cloud-based services to store, protect and recover
vital business information, and processes
Subscription assets and services to minimize
impact of disruptive events
Services to supplement client physical and
knowledge based assets to improve resiliency
Key Offerings
BCRS Consulting Framework
Architecture and Design Services
Risk, BIA, Plan Development
Key Offerings
Subscription Asset Recovery (Hotsite)
Rapid Recovery (Data Mirroring)
Work Area Recovery
Key Offerings
Floor Space (co-lo) w/Services
Recovery Program Execution
Resilience Program Management
Key Offerings
Cloud Managed Backup
Cloud Data Virtualization
Cloud Virtualized Server
IBM BCRS portfolio …

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
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IBM BCRS Cloud Resilience
IBM BCRS Cloud Resilience Consulting
Cloud
Managed
Backup
Cloud
Managed
Backup
Cloud Data
Virtualization
Cloud Data
Virtualization
Cloud
Application
Resiliency
Cloud
Application
Resiliency
Cloud
Virtualized
Server Recovery
Cloud
Virtualized
Server Recovery
IBM BCRS Cloud Resilience Portfolio …offers services for cloud-
based application and information resilience, enabled by virtualized
recovery
Shorter RTO/RPO
objectives ensuring
data availability in the
event a restore is
needed regardless of
where the data is stored
Availability
Data Data + Systems
Full
server
Data + Systems
+ Applications
Resiliency for data
and systems, by
combining virtualized
data management and
server recovery with
scalable RTO and RPO
options
High availability of
critical applications like
e-mail and CRM
through virtualization
and short RTO/RPO
Resiliency for
applications through a
resilient local Cloud for
application hosting,
providing shorter
RTO/RPO for mission
critical applications.

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
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IBM BCRS Cloud Managed Backup … can provide
end-to-end, more scalable, rapidly deployed service for
server data backup and recovery
Identify risks and gaps in
your existing data
protection solution
Mitigate risk and reduce costs using
a global, around-the-clock managed
backup solution—at the data center
or offsite
Improve backup and
recovery results, with
backup success rates of
up to 99.8 percent1
Potential benefits:
 Uses a pay-as-you-use pricing model
 Does not require long-term architectural investments
 Offers scalability and automation to handle growth
 Helps provide higher levels of performance and reliability
 Provides comprehensive reporting capabilities
Acquisition model
Service
Business model
Pay for use
Technical model
Scalable and elastic
Access model
Internet
This service can help you
Data Resiliency

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
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IBM BCRS Cloud Managed Backup … We can provide features
that enable you to back up and gain access to data anywhere, at
virtually any time
IBM
BCRS Cloud
Managed Backup
Feature
Cross-platform
data protection
More flexible support for your
heterogeneous IT environment
Self-monitoring via
portals, dashboards
and customized
reporting
Ability to help save time and expense
and to manage service-level agreements
Ability to
combine with other
associated
business resiliency
offerings
Faster access to and recovery of your
business environment with reduced risk
of disruption
Provide hardware
and software as
needs grow
End-to-end backup service helps ensure
nearly 100 percent utilization rate, as you
pay only for what you back up, with less
need for up-front capital investments
Software to help
manage regulatory
compliance
Simplified management of industry
regulation requirements
Benefits
SCMB
Data Resiliency

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
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IBM BCRS Cloud Data Virtualization provides a unique
model for protecting critical data without generating multiple
copies. Clients can reclaim production storage capacity,
improve data center utilization & quickly recover critical
servers while operating under an operational expenditure
model
IBM BCRS Cloud Data Virtualization … addresses excess copies of
data, vast infrastructure, escalating costs and complexity
Creates a single copy of data that
can be leveraged for backup, server
replication or test/development use
cases
Data is replicated to a purpose built
platform, leveraging highly efficient
block level technology
Utilizes snap shot technology to
copy customer production virtual
machines
Point in time data copies eliminates
Back up windows
Provides the ability to quickly
recover a single file, file folder or
entire server.
IBM BCRS Cloud Data Virtualization
Data & Systems Resiliency

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
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IBM BCRS Cloud Data Virtualization Service
Only changed blocks replicated
GOLDEN COPY
OF PRODUCTION
DATA
PROTECTION
BUSINESS
CONTINUITY
DATA
MOBILITY
DEV & TEST
DATA
INSIGHTS
Capture
Customer premise data at
block level, in native format,
according to your SLA
Manage
A physical copy anywhere,
moved and stored once.
Customer control via IBM
portal.
Use
Unlimited virtual copies for
instant access available at
IBM Resiliency Center
Application
Data
E-mail
Data
Systems
Images
Data & Systems Resiliency

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
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IBM BCRS Cloud Data Virtualization – how it works ?
The underlying appliance leverages the IBM SVC (San Volume Controller) at its core.
On top of the SVC this technology has a slick, user-friendly Adobe Air GUI, which
offers hooks into VMware VADP (VMware API for Data Protection) and other agnostic
storage arrays via iSCSI and FCP.
The solution is then able to discover the Virtual Machines running on that host and
utilize point-in-time data snapshot technology to create snapshots of known recovery
points for the VM.
This procedure or technology, is termed as the Virtual Data Pipeline (VDP).
CDV
Data & Systems Resiliency

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
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IBM BCRS Cloud Data Virtualization … eliminates traditional back-up windows
and reclaim production storage capacity…thereby greatly reducing the amount of
data to be stored in the data pools on the appliance as only the unique data is kept
across all secondary data.
Snapshot based
backup
 No backup and restore windows
 Large storage, CPU and network
 Dependent on production copy
IBM BCRS Cloud
Data Virtualization
 No backup and restore windows
 Significantly reduced storage use
 Significantly reduced CPU and
network use
 Up to a 90 percent improvement in global
deduplication.
Traditional backup
with de-duplication
 Backup and restore windows
 Large CPU1
and network use
 Agents
Backup
window
Restore
window
Storage, network,
CPU utilization
Traditional backup
1
Central processing unit (CPU)
Data & Systems Resiliency

© 2013 IBM Corporation
IBM Business Continuity and Resiliency Services
IBM BCRS Cloud Application Resiliency
Application Hosting Service that offers Infrastructure capabilities through a Cloud
Computing Model, adapted to the Service Level requirements from each business
application of our clients.
Self service
Web Portal
Service Catalog
Pay as you Go
Hourlly Rate
Table
End to End
Critical and No
Critical
Applications
Just in time
Quick to Deliver
Capabilities
IBM Cloud Application Resiliency
Data, Sys. & Application Resiliency
Without the right environment and expertise to host your applications,
you can experience operational inefficiency and downtime.

© 2014 IBM Corporation
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IBM BCRS Cloud Application Resiliency … offers mission-critical
application hosting utilizing a delivery model that is designed to be
more flexible and scalable
 Designed to support day-to-day operations, IBM BCRS Cloud Application Resiliency Hosting
provides integrated administration, monitoring, data protection and disaster recovery of the
hosted infrastructure and applications to help reduce downtime and improve availability.
Database management (Oracle, IBM DB2®
,
MS SQL)
Equipment and operating system (OS) management
Automated and manual back-up or restoration
Batch job management
Availability service-level agreement (SLA) (99,5%)
Service portal
Optional managed services
Service management
Technical support for operating system
Around-the-clock monitoring and notification
Basic application management
Basic level of managed services
Basicoperation
Enhanced
operations
Infrastructureroll-outservices
Includingdesign,installation,configuration,
acceptancetestingandoperationaldocuments
System software upgrade
Users' accounts management
Infrastructure
Provision and monitoring of hardware, software and network
Secure data center space
Located either in client’s or partner’s premise or IBM owned
Data, Sys. & Application Resiliency

© 2014 IBM Corporation
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IBM BCRS Cloud Application Resiliency is a private cloud solution
that can be dedicated or shared and that supports varying degrees of
customization
Enterprise
data center
IBM
operated
Enterprise
IBM
hosted and
operated
IBM
hosted and
operated
IBM BCRS Cloud Application
Resiliency Deployment Focus
Software
Hardware
Services
Private cloud
(On-customer
premise)
Managed
private cloud
(On-customer premise)
Dedicated
private cloud
(Hosted by IBM)
Enterprise
data center
IBM
hosted and
operated
High — Customization — Low
Enterprise
Shared
private cloud
(Hosted by IBM)
Public cloud
services
(Hosted by IBM)
Users
Data, Sys. & Application Resiliency

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
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There are many challenges associated with traditional disaster
recovery methods
Identical hardware required for recovery
 Costs are doubled, complexity is increased
 Accurate configuration information is critical
Idle hardware
 Standby hardware is needed for faster recovery time objective
 Servers that need repurposing at time of disaster are labor
intensive and time consuming
Slow, complex recovery process
 Different solutions for different availability tiers
 Separate procedures for system and data disks
 Separate procedures for desktop PCs
 Multistep recovery processes
Configure
hardware
Install
OS
Configure
operating
system
(OS)
Install
backup
and
restore
agent
Start
“Single-
step
automatic
recovery”
Site A Site B
Full Server Resiliency

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
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IBM BCRS Cloud Virtualized Server Recovery
IBM BCRS Cloud Virtualized Server
Recovery provides reliability and efficiency
for server recovery in the Cloud
Faster Recovery – automated
fail-over and fail-back
Shorter RTO & RPO
Improved recovery reliability
Recovery to un-like hardware
Remote access self-
management tools
Avoid travel for DR exercises
or events
IBM BCRS Cloud Virtualized Server Recovery
Full Server Resiliency

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
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IBM BCRS Cloud Virtualized Server Recovery … provides faster
recovery, increased reliability and limited data loss
Our service can help you:
Achieve near-zero
recovery point objective
(RPO) and a recovery time
objective (RTO) within
minutes
Reduce the risk of
failure while recovering
on unlike hardware at a
recovery center
Support your physical,
cloud and heterogeneous
environment with a single,
unified recovery procedure
Client benefits
 Facilitates reduced
downtime
 Enables improved reliability
 Helps shorten RPO
 Improved return on investment (ROI)
 More predictable costs
 Supports physical and virtual servers
 Enables near-seamless failover
1
BCRS – Business continuity and resiliency services
Full Server Resiliency
VSR

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
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IBM BCRS Cloud Virtualized Server Recovery … is one of the
most highly rated services in its category
IBM was named a Leader
among disaster-recovery-
as-a-service providers by
Forrester Research in
2014.1
IBM received the CSI
Award for Excellence in
IT 2013 in the IT
Infrastructure & Equipment
Solutions (Merged with)
Health care category for
IBM Cloud Virtualized
Server Recovery.2
IBM Cloud Virtualized
Server Recovery earned an
“excellent” in the product
viability category in
Gartner’s vendor analysis
for Recovery as a Service.3
1
BCRS – Business continuity and resiliency services
2
The Forrester Wave™: Disaster-Recovery-As-A-Service Providers, Q1 2014,” January 2014
3
CSI National Awards 2013, Computer Society of India, http://www.csi-india.org
4
Gartner Critical Capabilities for Recovery as a Service, November 2013
Full Server Resiliency

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
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IBM BCRS Cloud Resilience Portfolio … increases your competitive
advantage while supporting reduced complexity and risk in your IT operations
IT cost efficiency
 Helps increase efficiency through integrated operations
 More predictable costs and reduced need for up-front investment
Speed to market
 Tools and processes from IBM can help reduce application
installation period
 More flexible information technology (IT) capacity to respond
to constantly changing business requirements
Optimizing
business impact
 Client focus on strategic competencies
 Ability to increase competitive advantage by enabling more
rapid implementation of application or new functions
 Potential benefits from scalable cloud-based environment
Infrastructure
stability
 Near-continuous improvement of service through integrated
IT services operation
 Around-the-clock proactive monitoring and management
 Leverages advanced tools and technology
1
Based on IBM experience with Latin America clients. Individual client results will vary.

© 2014 IBM Corporation
IBM Integrated Technology Services
Available from IBM Business Partners
Partner
Solution
Offerings
Business
Continuity &
Resiliency
Services
Security
Services
Data
Center
Services -
Server,
Storage and
Site &
Facilities
Technical
Support
Services
Cloud
Services
Henry Obana
Channel Services Leader -
West
hobana@us.ibm.com
916-768-1958
Michelle Klein-Swanson
Channel Services Leader – Midwest
maklein@us.ibm.com
612-345-1104
Dick Franchi
Channel Services Leader - East
dfranchi@us.ibm.com
919-802-3915
Please contact:

© 2014 IBM Corporation
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29
Next steps—options for getting started on the path to value
• What is your cost of losing an hour of
uptime?
• If you had to revert to your last backup,
how much data would you lose?
• Do you have the expertise in-house
needed to run and maintain an
effective disaster recovery program?
• Do you care about Capex vs Opex?
• Do you need remote management and
resource provisioning?
1 Ask yourself some simple
questions 2 Take a deeper look at
what IBM has to offer
• Consulting Services to help identify,
quantify, and prioritize business and
IT risks, then develop strategies and
designs to address those risks
• Managed Services to help reduce
application, data and system loss
with near-zero recovery times while
assisting with planning, managing
and recovering IT
• Infrastructure Recovery Services to
helps eliminate the impact of
disruptive events using both cloud
and non-cloud based services
designed to help store, protect and
recover IT

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
30
Stay Connected!
@IBMBCRS
IBM BCRS Business Continuity & Resiliency
Services
IBMITServices
IBM BCRS on ibm.com - ibm.biz/BdRght

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
Thank You !
 Questions / Discussion
Resiliency Consulting | Cloud & Application Resilience | High Availability | Infrastructure Recovery | Managed Resiliency

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
32
Appendix

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
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VSR to Customer Data Center
33
Any HypervisorAny Hypervisor
Physical and virtual servers
BCRS LAN
BCRS SAN
Customer Data Center
IBM BCRS Recovery Center
Recovery servers
Replication &
DR Connect
Internet
LinuxLinux
WindowsWindows
Failover
Failback
Authenticate
Dashboard
reports
VSR portal
PowerVMPowerVM
X86 HypervisorX86 Hypervisor PowerVMPowerVM
AIXAIX
Replication
servers
VSR
recovery
management
system
Customer DR
Customer Sys Admin
Client
WAN
Customer
end-users

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
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VSR to SoftLayer and Customer Data Center
34
BCRS LAN
BCRS SAN
SoftLayer Data Center
IBM BCRS Recovery Center
Recovery servers
Replication &
DR Connect
Internet
Failover
Failback
Authenticate
Dashboard
reports
VSR portal
X86 HypervisorX86 Hypervisor PowerVMPowerVM
Replication
servers
VSR
recovery
management
system
Client
WAN
Customer end-users
Customer Admin
SLayer Admin
Replication &
DR Connect
Customer Data Center

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
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Hosting VSR on SoftLayer (later in 2014)
35
SoftLayer Data Center
SoftLayer Data Center
Replication &
DR Connect
Internet
Failover
Failback
Authenticate
Dashboard
reports
VSR portal
Client
WAN
Customer end-users
Customer Admin
SLayer Admin
Replication &
DR Connect
Customer Data Center
VSR
SoftLayer Fiber Optic Network
VSR & SoftLayer

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
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BCRS Delivery Focus : Best Client Experience and speeding time to value
Operate annual
and a long term
cost optimization
programs
Maintain and develop activities that enables BCRS’ global scale and capabilities to work in
maximizing streamlined, integrated, efficient, and very progressive fashion.
Focus on Corporate
Energy Efficiency
Program, optimize site
utilization, Site capacity
and reduce costs
Provide high quality
service that delights
Clients @ an affordable
price
Effectively manage risk
or key business
services in a 24 / 7
world
Operate efficiently as
One Global Service
Community
One Service
Delivery
Team
Manage
Risk
Service
Excellence
Energy
Efficient
Cost
Optimization
Multi Platform, Multi Vendor delivery & expertise
Enable Countries local expertise & capabilities to maintain superior project management,delivery & support
of existing services while deploying, supporting, & scaling fast the Cloud Resiliency Services.

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
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Globally-Optimized
Delivery EraGeographically-Optimized
Delivery era
20th
Century
21st
Century
Deployed Globally Command Centerd (GCC) designed to enable BCRS to
dynamically mobilize our global teams to better support our Clients regardless of their
Location within the World, and operate on “Follow the Sun”
Cloud Resiliency Offerings
Services that requires a physical
presence at the Center or need to be
delivered from the same Country:
• Service Coordination
- Manages the Service for the Client
• Smart Remote Hands
- Provides on site support of
infrastructure
• Etc….
Services that can be cost optimized
to achieve maximum savings:
• Level 1 Support
- Event Management & Monitoring
- Incident Management
- Help Desk
• Level 2 Support
• Etc …
In-Country
Delivered
Service
Globally
Delivered
Service
Global Command Centers for an “Always On” & global world

© 2014 IBM Corporation
IBM Business Continuity and Resiliency Services
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Global Service Delivery 3 Tiered Cloud Support Structure
Global
Command
Centers
Provide In Country Support
- Support Local Smart Cloud
Infrastructure
- Implements and supports the
hardware
- Provides a Service Coordinator to
handle contractual matters and to
act as an escalation path to the
Client.
Provide 24 x 7 Operations
Includes monitoring, operations, 1st and 2nd
level technical support for the Smart Cloud
Offerings
Operations 2nd
Level Support
- Client Interface - Problem Resolution
- Incident Management - Synchronize Service
- Event Detection - Configure and Support
- Respond to Alerts (network, servers & storage
- Problem Determination database, application)
- Resolve Basic Problems
Ticketing
Global
Virtual
CoC
Client
Provide 3rd
Level Support
Virtual Global Team of Specialists
- Problem Resolution
- Lead Country Deployments
- Input to Development Team
- Design Service Delivery
Local
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IBM Business Continuity and Resiliency Services
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With SoftLayer, IBM provides cloud services and hosting to over 22,000
customers through a global network of Data Centers. This is added to our 152
Resiliency Centers around the world.