End User Services Manager - SPGI Barcelona - 23 de Octubre de 2.009

IBM Smarter Planet Cloud Desktop Nuevas Estrategias para el Puesto de Trabajo
End User Services Manager - SPGI Barcelona - 23 de Octubre de 2.009 Hello and welcome. This web conference is intended to introduce you to IBM Virtual Infrastructure Access Services. My name is <fill in the blank> and I will be presenting today. You should all have the Virtual Infrastructure Access Services client presentation in front of you so you follow along as I go through the materials. If you do not have the presentation, please instant message to <fill in the blank> at <fill in intranet id> and he/she will forward you the materials or a link to them on the web. Our objectives today are to help you understand Virtual Infrastructure Access Services, prepare you to deliver this client presentation to your clients, and enable you to identify opportunities to implement Virtual Infrastructure Access Services. Please move to slide 2. IBM Smarter Planet Cloud Desktop |

Agenda ¿Que es Centralización? IBM Cloud Desktop
Beneficios proporcionados Resumen Let’s begin our discussion today with a quick look at virtualization and what it might offer your client’s business. From there, we’ll focus specifically on end user virtualization, and then we’ll talk about IBM Virtual Infrastructure Access, what it is, its features and benefits, what it does, how it works, and the hardware, software, and services that we include in this service product. It will be helpful when you are having the initial discussion about client virtualization with your customer to frame the discussion in a similar way to, for example, server consolidation. Server consolidation is a method whereby many of our clients have used virtualization to consolidate server load, create a much more efficient use of their server resources, and optimize their server resources in their data center. Virtualization for end user services will accomplish a similar optimization by placing the load, the compute load, in a central location and improving the overall usage of the end user compute resource. Please move to slide 3. IBM Smarter Planet Cloud Desktop |

Definición de Centralización
Centralización se puede definir como el proceso que permite que los recursos de computación, aplicaciones e información de negocio, sean presentados de forma independiente a como sea su implementación física o localización geográfica. Proporciona una vista lógica en lugar de física de los datos, recursos de computación, almacenamiento y otros recursos. Virtualization can be defined as the separation of the physical compute resources from the logical compute resources. In other words, making the hardware independent from the software that runs on the hardware. Gartner defined virtualization in a recent article on June 7, 2006 by Brian Gammage, as the pooling of resources in a way that masks the physical nature and boundaries of those resources from the resource users. To make this generic statement relevant to PCs, we need to translate it into practical terms. A standard PC installation consists of a multi-layer stack. The most important three layers being the hardware, that is the PC or the laptop; the operating system, typically a Windows operating system or a Linux operating system; and the applications that run on that operating system. By applications I mean things like Microsoft Office, Visio, Acrobat, all of the things that we use, the productivity tools and the collaboration tools that we use, on our desktop or laptop PCs. Today, because of the way these layers interact, the configuration of each is very tightly coupled to the configuration layer below. In other words, the applications that run in a Windows environment, for example, are very dependent on the features of that Windows operating system. That operating system is, in turn, dependent on the hardware platform. PC virtualization is a decoupling technology. It enables our clients to break that tight bond between the hardware, the operating system, and the applications. Using virtualization applications can be supported, or run, on the particular operating system they require, and then that operating system can run on a server and be accessed from any device, regardless of the operating system that end user device is running. So this notion of decoupling the hardware, the operating system, and the applications, and allowing the compute load to move to its most efficient location is a core element of virtualization of the end user environment. Lets move to slide 4 IBM Smarter Planet Cloud Desktop |

Beneficios de la Centralización
Proporciona una infraestructura de TI lógica que permite reducir costes y complejidad por medio de: Facilitar la movilidad de los empleados Simplificar la gestión, mantenimiento y soporte a la infraestructura de TI Facilitando los procesos de cambio Permite aprovisionar dinámicamente los recursos de computación necesarios para mejorar la disponibilidad de servicio y optimizar la utilización de los recursos Facilita un alineamiento estratégico de los procesos de TI con los objetivos de negocio para obtener ventajas competitivas Decoupling the hardware from the operating system and the operating system from the applications will help realize the benefits of virtualization. Decoupling the traditional hardwired IT infrastructure helps reduce cost and complexity by facilitating employee mobility; simplifying the management, maintenance, and support of the IT infrastructure; and making changes easier. Virtualization of the end user platform will enable us to dynamically provision computing capacity, help enhance IT service availability, and optimize the utilization of the computing resource. It, also, promotes a strategic alignment of IT processes with business goals thereby facilitating a competitive advantage. A virtualized environment for our clients can help them quickly respond to customer demands, exploit new and changing market opportunities by implementing applications much more quickly, and effectively respond to external issues. So, virtualizing the environment is one of the steps to becoming an on demand business. It can help a business become more agile, more flexible, and more robust. As an example of this, many businesses are considering using virtualization and server-based computing for disaster recovery -- creating an end user IT infrastructure that will enable their employees to work from home in the event of a pandemic or from a completely different location in the event of a natural disaster. All of these things are enabled by end user virtualization. Please move to slide 5. Un entorno centralizado le ayuda: Respondiendo ágilmente a los requerimientos del cliente Explotando nuevas oportunidades y adaptándose rápidamente a los cambios Respondiendo con eficacia a requerimientos externos IBM Smarter Planet Cloud Desktop |

Centralización del puesto de usuario: la vision de Gartner
En Junio del 2006, Gartner realizó varias publicaciones cubriento la centralización del puesto de usuario sobre computación basada en servidores. “When implemented properly, server-based computing (SBC) can help lower the total cost of ownership (TCO) of client computing by offering an alternative to traditional to PC-based configurations.” One of the articles that Gartner published in June, written by Mark Margevicius, is called TCO Comparisons of PCs with Server-Based End User Computing. It substantially updated their estimates, previously published in late 2004, of the savings that can be achieved by migrating to server-based end user computing from legacy PCs. This quote, “when implemented properly, server based computing can help lower the total cost of ownership of client computing by offering an alternative to digital PC based configurations”, makes a significant statement about exactly how much savings can be achieved. In fact, the article does a very good job detailing the total cost of ownership and the cases that are analyzed. It’s a very rigorous presentation. I would encourage anyone to go to the Gartner Website and search this out and purchase this article for review. But, to provide some insights here, the TCO for the Windows-based terminals thin client is substantially lower than desktops, ranging from 12% to 48% less, depending on the level of client management in place on the established PCs. In fact, if you look at the details in the article, the low end of 12% savings is over a completely locked down, best-of-breed PC environment while the savings to be achieved over a typically managed or unmanaged PC environment range from 38% to 48%. So, there’s a pretty big jump from the completely locked down environment to the typically managed environment. That’s a pretty substantial savings over the legacy PC environment and the details that are offered in the Gartner report are very impressive. Lets move to slide 7. Fuente: Gartner, Inc. “TCO Comparison of PCs with Server-Based Computing,” by Mark A. Margevicius and Michael A. Silver, 15 June 2006 IBM Smarter Planet Cloud Desktop |

Nuevos modelos de puesto de usuario
Remotizado Servicios Compartidos Virtualizado PC - Blades Windows Terminal Services VMware, Xen, Virtual Server Beneficios El mejor aislamiento Mantiene la experiencia de usuario tradicional Gran rendimiento para usuarios con requerimientos altos Debilidades Mayor coste de infraestructura Misma problemática de gestión que en puesto de usuario tradicional Utilización de recursos limitada Beneficios La más alta densidad de usuarios Base instalada madura Implementación estandarizada Aplicaciones ejecutadas en el servidor Debilidades Compatibilidad de aplicaciones Aislamiento limitado Migración de aplicaciones significativa Beneficios Alta Seguridad Bajos costes de gestión Alta utilización de recursos Aislamiento de la capa SW Encapsulamiento de SW (alta disponibilidad y recuperación ante fallos) Rápida implementación Debilidades Poca densidad PC Blades keyboard, mouse, display, network connect Client OS / App Image Blades or Traditional Servers Client Application Let’s begin our discussion today with a quick look at virtualization and what it might offer your client’s business. From there, we’ll focus specifically on end user virtualization, and then we’ll talk about IBM Virtual Infrastructure Access, what it is, its features and benefits, what it does, how it works, and the hardware, software, and services that we include in this service product. It will be helpful when you are having the initial discussion about client virtualization with your customer to frame the discussion in a similar way to, for example, server consolidation. Server consolidation is a method whereby many of our clients have used virtualization to consolidate server load, create a much more efficient use of their server resources, and optimize their server resources in their data center. Virtualization for end user services will accomplish a similar optimization by placing the load, the compute load, in a central location and improving the overall usage of the end user compute resource. Please move to slide 3. IBM Smarter Planet Cloud Desktop |

Los valores relativos de las características de los tres modelos reflejan sus puntos clave (0 = pobre, 5 = excelente) Let’s begin our discussion today with a quick look at virtualization and what it might offer your client’s business. From there, we’ll focus specifically on end user virtualization, and then we’ll talk about IBM Virtual Infrastructure Access, what it is, its features and benefits, what it does, how it works, and the hardware, software, and services that we include in this service product. It will be helpful when you are having the initial discussion about client virtualization with your customer to frame the discussion in a similar way to, for example, server consolidation. Server consolidation is a method whereby many of our clients have used virtualization to consolidate server load, create a much more efficient use of their server resources, and optimize their server resources in their data center. Virtualization for end user services will accomplish a similar optimization by placing the load, the compute load, in a central location and improving the overall usage of the end user compute resource. Please move to slide 3. La mejor estrategia para una organización de TI pasa por integrar estos tres modelos mediante una método de acceso común a ellos IBM Smarter Planet Cloud Desktop |

IBM Cloud Desktop IBM Cloud Desktop proporciona a sus usuarios autorizados un punto único de acceso seguro desde prácticamente cualquier dispositivo con conexión a internet. Ofrece una solución innovadora que combina hardware, software y servicios para conectar sus usuarios autorizados a aplicaciones e imágenes completas de cliente ejecutándose en máquinas virtuales. Comprende un portal de acceso, cliente ligero y tecnologías de seguridad y colaboración a través de un marco único y robusto Proporciona un acceso a la infraestructura de TI de forma segura y escalable por medio de estándares abiertos. IBM’s Virtual Infrastructure Access Services provide our client end users with single point, consistent access from almost any device with an Internet connection. It enables access to either published applications running in a Windows terminal services environment, or to complete images, including the operating system and applications -- pretty much what you have today running on a laptop or desktop system -- running in a virtual machine on a hyper visor like VMware’s ESX. This flexibility is a key differentiator with Virtual Infrastructure Access Services. There are many services out there today that will enable connection to either a shared services environment, like Windows terminal server or Citrix, or to a virtual client environment, like VMware’s VDI. But only Virtual Infrastructure Access provides the capability of installing connection brokers with all of these features of session management, single sign on, and systems management components that will enable the same framework of access to either a shared services environment or a virtual machine environment. In addition, Virtual Infrastructure Access Services include the analysis, design, and implementation of all of the elements required to effectively determine the appropriate use cases within your client’s environment for virtualization, implement the solution, and migrate the client from their existing application environments to this new Virtual Infrastructure Access architecture. Please move to slide 11. IBM Cloud Desktop proporciona a sus usuarios, independientemente de donde estén, de un acceso fácil, rápido y seguro a aplicaciones e información. IBM Smarter Planet Cloud Desktop |

IBM Global Services Recognized by VMware for Desktop Virtualization Innovation
IBM Smarter Planet Cloud Desktop |

Y continuamos innovando….
IBM Smarter Planet Cloud Desktop |

IBM Cloud Desktop es un componente clave en la plataforma de usuario – un servicio de “virtualización de cliente” Clientes pesados Empleados generales Desarrolladores Portales Ofrece un punto de acceso personalizado a aplicaciones, contenidos, procesos y personas Colaboración Simplifica la interacción de clientes, empleados, proveedores y socios con contenidos, aplicaciones y personas para mejorar la comunicación Gestión del cliente y puesto de trabajo virtualizada Ofrece diversos entornos de puesto de trabajo a través de una tecnología de cliente basado en servidor Movilidad y acceso inalámbrico Proporciona acceso en tiempo real utilizando un amplio rango de dispositivos y tipos de red Proveedores Socios IBM Virtual Infrastructure Access Services is a key component within the End User Platform infrastructure solution. Today it’s really not acceptable to view end user services, or the user platform, just as the PC that sits on a desk that someone might use. The tools that we use to collaborate with one and other -- the mobile and wireless networks that enable employees to communicate with each other, with clients, with business systems, and with partners; the portals that enable various looks, feel, and styles of access to the back end resources; the collaboration tools themselves; and the overall virtual client infrastructure access and desktop management components -- all of these need to work together. Virtual Infrastructure Access is a service product that’s preconfigured and designed to help integrate all of those components in a way that’s easy to define, easy to deliver to our clients, and provides value quickly. Please move to slide 8. IBM Smarter Planet Cloud Desktop |

¿Que es Cloud Desktop? Es una arquitectura flexible que proporciona a los usuarios finales acceso a sus aplicaciones centralizadas Desktops Impresoras PDAs Let’s begin our discussion today with a quick look at virtualization and what it might offer your client’s business. From there, we’ll focus specifically on end user virtualization, and then we’ll talk about IBM Virtual Infrastructure Access, what it is, its features and benefits, what it does, how it works, and the hardware, software, and services that we include in this service product. It will be helpful when you are having the initial discussion about client virtualization with your customer to frame the discussion in a similar way to, for example, server consolidation. Server consolidation is a method whereby many of our clients have used virtualization to consolidate server load, create a much more efficient use of their server resources, and optimize their server resources in their data center. Virtualization for end user services will accomplish a similar optimization by placing the load, the compute load, in a central location and improving the overall usage of the end user compute resource. Please move to slide 3. Portatiles Thin-Clients IBM Smarter Planet Cloud Desktop |

Acceso remoto a las Aplicaciones
Instaladas Virtualizadas (SoftGrid, Thinstall) Inyectadas Aplicaciones HYPERVISOR HARDWARE LAYER Physical / Blade PCs Physical Machine Escritorios Virtuales Escritorio Dedicado Físico o Virtual Terminal Server Desktops Thin Clients Laptops PDAs Usuario Final IBM Smarter Planet Cloud Desktop |

¿Qué es un Broker de Conexiones?
VDI Hypervisors Terminal Services Relational Database Connection Broker This is my attempt at a high level picture showing (conceptually) where VAS/vWorkspace sits. I tried to hit the points of: Multiple deployment options (TS, VDI, Blade) Hyper-visor agnostic EOP – user optimization – getting the virtual desktop to behave like a physical one Connection Broker (brain) to manage it all Single management console to simplify operations Management Console EOP IBM Smarter Planet Cloud Desktop | 15

Ciclo de vida del puesto de usuario en un entorno basado en PC
Adquisición Planificación Compra (HW, SW) Financiación Gestión de activos Gestión de pedidos (seguimiento e informes) Definición de requerimientos Planificación Forma de adquisición Nivel de servicio Planes de transición Gestión de proyecto Asset Management Despliegue Preparación previa Planificación de espacio Logística Desarrollo de imagenes, carga y gestión Migración de datos Instalación y pruebas Distribución de SW Gestión de licencias de SW Gestión del rendimiento Renovación Periodo de renovación Retirada de activos Eliminación de datos Reutilización Soporte Monitorización e informes Mantenimiento HW/SW Gestión de incidencias Help desk Cambios de localización / nuevos puestos Coordinación IMAC Gestión de imágenes Gestión de activos Backup y recuperación de datos IBM Smarter Planet Cloud Desktop |

Ejemplos de áreas de ahorro
(Cualquier ahorro variará dependiento del entorno actual de TI, procesos de gestión y otros factores Area de oportunidad Consideraciones Plataformado del PC La problemática de creación de un nuevo puesto es prácticamente eliminada por la combinación de paquetizado de aplicaciones en un modelo centralizado Instalación física Se simplifica la instalación física del puesto de trabajo al ser sustituido el PC por un cliente ligero Migración de datos Se elimina la necesidad de migrar los datos de usuario con la renovación / sustitución del PC Distribución de software Distribución única a servidores y puestos de usuario La distribución de software puede ser sustituida por publicación de software Mantenimiento HW / SW Se minimiza la problemática de gestión del hardware del puesto de usuario Se elimina la necesidad de gestión del software en el puesto Help desk Single sign-on elimina la necesidad de reseteo de passwords Un entorno simplificado reduce la complejidad y las llamadas a soporte Mudanzas, nuevas contrataciones y cambios no requeriran soporte de TI Retirada de puestos de usuario Desaparece la necesidad de destrucción de datos para PCs deshechados Facilita el cumplimiento con las normativas medioambientales Let’s look at some specific examples of where savings occur when you implement a Virtual Infrastructure Access environment. The first area is Help Desk. Single sign on reduces help desk calls for password resets. The simplified environment can reduce the complexity of support calls and troubleshooting. Moves, adds, and changes, which are typically a significant percentage of the help desk calls associated with the end user services space, are simply not required. They don’t require IT support. When thin client devices are used there are typically no moving parts on the device, such as a hard drive, so the failure rate is much lower. And when a user must move from one location to another or change devices, there’s no data migration, there’s no re-imaging, there’s no updated patches. All of that is done on the server, in the server environment, and the device is simply an access device. Next is Network engineering and support. Here costs are reduced because all the traffic is over the secure Internet protocol on HTTPS. This reduces the need for complex firewall configuration and administration. What about Desk side PC support? This is virtually eliminated because there’s nothing to send a dispatcher out to re-image. There’s no imaging. It significantly reduces desk side support with the exception of hardware failures. Hardware failures today in a legacy PC environment require that new hardware is shipped, installed, that it has the appropriate image on it, and that the image is patched to the appropriate level to meet the client’s environment standards. With a thin client device implemented with Virtual Infrastructure Access there is no more installation or complex image upgrades. That all goes away. Security and user administration are policy based and integrated with active directory. Software distribution is a one time packaging event for the servers and desktops. Software distribution can be replaced with software publishing from an application repository so you no longer have to push patches out to the end user devices. Desktop engineering is simplified because the cycle is much longer and can be virtually eliminated through combining wrapping applications and moving to the centralized model. Security engineering is simplified because encryption, sign on, authentication are all integrated into the system. We’ve had a number of clients do very deep dives on the security side and network side of Virtual Infrastructure Access, and it has been proven to be extremely robust and has met the most rigorous of our client inspections for security performance. Please move now to slide 19. IBM Smarter Planet Cloud Desktop |

Beneficios adicionales
Los servicios incluidos en IBM Virtual Cloud Desktop le ayudan… Posibilidad de usar los ‘desktops’ fuera de horario de trabajo Posibilidad de extender el BRS al puesto de trabajo Posibilita acceso remoto y ofrece facilidades de movilidad para sus usuarios (internos / externos) Permite obtener medidas del uso de las aplicaciones para optimizar su utilización y reducir costes Mejora el control de su presupuesto para TI Ahorra tiempo, recursos y evita posibles interrupciones del correcto funcionamiento de su negocio Prolonga el ciclo de vida de su hardware Optimiza el uso de licencias y elimina la problemática de distribución de software The bottom line benefits of Virtual Infrastructure Access from a business perspective are several: The implementation of this architecture can liberate our clients from the existing IT infrastructure constraints that are associated with a legacy PC environment. It can break the treadmill of refresh cycles associated with operating system upgrades and new application rollouts that drive PC forklift replacements on a three to four year lifecycle. By extending the lifecycle from the typical three to four years to five to seven years associated with a thin client and server environment, you’re going to be able to substantially simplify the management and cost over the legacy PC environment. Recall this was demonstrated in that Gartner article, that we mentioned early in the presentation, on the comparison total cost of ownership between the PC environment and server-based computing. By enabling remote access and employee mobility, Virtual Infrastructure Access can facilitate global sourcing and allow the remote, or virtual employee, access to existing applications and data. Virtual Infrastructure Access also supports efficient start up and shut down of new or existing operations. We’ve talked in past years about “PC on demand.” Well, Virtual Infrastructure Access enables a very quick spin up of capacity. Rather than having to deploy an entire robust PC environment, you can deploy thin clients, and deploy those very quickly with little or no installation, configuration or integration required. The device plugs in, boots what it needs from the network, and contains only the core amount of information in flash memory required to make that network boot. In addition, Virtual Infrastructure Access enables the measurement, monitoring, and metering of software applications by collecting that data of every application that’s accessed, every user that accesses an application, or every virtual machine that’s accessed so that information as part of the infrastructure is just naturally collected. So time, money, prolonging the hardware lifecycles, and simplifying system management are all important benefits of the virtual infrastructure architecture environment. Please move to slide 17. IBM Smarter Planet Cloud Desktop |

Cloud Desktop reduce costes en el TCO del PC
Los costes hw / sw NO son los principales en el TCO del PC. La solución Thin client reducen el resto de los costes, disminuyendo el TCO PC TCO $0 $1,000 $2,000 $3,000 $4,000 $5,000 PCs Tradicionales Thin client con Terminal Services Costes de Usuario Costes HW / SW Administración Operaciones “El modelo Thin client disminuye el TCO reduciendo los costes de operaciones y de soporte al usuario” (Source: Gartner Research) “El hardware y software representan menos del 30% del TCO del PC” (Fuente: Gartner Research) IBM Smarter Planet Cloud Desktop |

2 llamadas / usuario / año
El ahorro, en numeros Area ¿En que ahorramos? Ahorro / usuario / año Help desk 2 llamadas / usuario / año $50 Soporte on-site 1,4 soportes ‘on-site’ 3 IMAC al año $235 Perdidas / robos 1.000 €/caso, afecta al 5% $7.5 Cambio del PC Cada 4 años $166.67 Licencias de SW Coste de las licencias Virus Afecta al 10% $20 TOTAL $529 al año IBM Smarter Planet Cloud Desktop |

La Eficencia Energética en los Escritorios Virtuales
Los Escritorios Virtuales consumen menos electricidad que los tradicionales Ejemplo para 200 usuarios: Consumo de los puestos tradicionales: 200 usuarios x 150 vatios / pc = vatios/hora Consumo de un Escritorio Virtual: 2 BladeCenter w/HS21’s 8GB x vatios = vatios/hora 200 Clientes Ligeros x 20 vatios = vatios/hora Servidores y Clientes Ligeros = vatios/hora Ahorro energético watios menos watios = vatios/hora ahorrados El consumo es un 40% del escritorio tradicional Ahorro anual entre 22 € y 79 € /Puesto Equivale a 17 y 63 kg de CO arbol por cada 30 – 100 usuarios (Ejemplo para 10 centimos por kW/hora. Escenarios: uso de 10 horas al dia / 240 dias al año, o 24 horas al dia / 365 dias año) IBM Smarter Planet Cloud Desktop |

Cloud Desktop: Portfolio de soluciones
Soluciones “Virtual Infrastructure Access” Opciones de Arquitectura GoToMyPC Solution Blade Solution Virtual Client Shared Services Opciones de Servicios Virtual Infrastructure Access Design and Implement Services IBM builds the complete solution; the client manages the solution once installed and running Virtual Infrastructure Access Solution Support Services IBM supports the solution after implementation Virtual Infrastructure Access Managed Services IBM builds the complete solution and manages it Virtual Infrastructure Access Continuity Services IBM provides a complete continuity plan for Virtualized Workplace environment IBM Smarter Planet Cloud Desktop |

Cloud Desktop: visión de alto nivel
Utilizando cualquier dispositivo con un navegador con Java™ para acceder a Internet… El navegador del usuario establece un tunel SSL desde el dispositivo de acceso a Cloud Desktop… … permitiendo a los usuarios acceder de forma segura a sus aplicaciones en entorno de servicios compartidos o a una imagen cliente completa en una máquina virtual. … los usuarios se conectan por HTTPS a Cloud Desktop con single sign-on. Cloud Desktop ofrece una solución que proporciona sistemas alternativos de acceso a las aplicaciones para el usuario final. Here we’ll take a high level view of how Virtual Infrastructure Access Services works. As you can see, all you really need is a machine, a thin client or a fat client, capable of running an Internet browser, and a Java runtime component. Users log in to virtual infrastructure access environment over secure connections through the Internet. They can either enter an IP address, or that can be scripted to make it completely transparent. They then are authenticated using any of a number of traditional security technologies that Virtual Infrastructure Access is already preconfigured and pre-integrated to support: secure ID card, a fingerprint reader, smartcards, and the key fob type of random number generators. They then connect securely to the applications they normally access in a PC environment, or they can be passed directly through the back end resources to access 3270 applications, .Net applications, or the browser based applications that might exist elsewhere in the environment. In addition, Virtual Infrastructure Access supports the streaming of applications that might exist in an external application repository. So there’s a great deal of flexibility built into the solution. The portal that’s presented to the end user can be skinned in, or displayed in, a number of ways. In fact, we have the capability of completely integrating with the IBM WebSphere portal. That customization enables the client to develop their own complete look and feel for entry into the Virtual Infrastructure Access environment. It can be custom designed to fit the client needs and help ensure that the environment provided through the browser is familiar to them, whether it looks like a kiosk environment with one or two applications, or a traditional Windows XP environment that looks just like it would, including start bar integration, if they were logging on to a PC. It’s completely seamless, the applications as they’re presented on the Windows taskbar and fully integrated with the portal have the look and feel that the client environment requires. During the assessment and planning phase of the engagement we help ensure that users all can simultaneously access all of the applications they require. Virtual Infrastructure Access employs a single logical access point, that provides a single point of secure entry, standardization, centralized administration, and the ability to monitor all of the accesses made to resources by a client’s end users. So, in addition to enabling the access to these back end environments, the infrastructure constantly logs and keeps in a database all of the access information -- real time access information about when a user logs in, what applications a user touches, what virtual machines a user uses -- so all of that information is readily available for administration. It provides our clients with a tremendous amount of information about how their environment is used, certainly much more information than typically exists in today’s legacy PC environment. Lets continue on slide 12. IBM Smarter Planet Cloud Desktop |

Virtualized Infrastructure Access
Cloud Desktop proporciona soluciones a un amplio abanico de situaciones. Transaction Workers Knowledge Workers Developer Desktops Virtualized Infrastructure Access Gestión centralizada Almacenamiento de datos centralizado Actualizaciones de software off-line Mayor seguridad Acceso seguro desde cualquier PC en todo momento Acceso seguro a datos y recursos de la empresa Funcionalidades de cliente pesado Acceso virtual a cualquier aplicación Consolidación de puestos de usuario de desarrollador Acceso seguro para el desarrollo externo Puesto de desarrollador gestionado de forma centralizada Reemplazar clientes pesados con clientes ligeros Mantener la funcionalidad del cliente pesado Gestión centralizada de todos los puestos de usuario Proporciona cualquier aplicación de forma virtual Arquitectura flexible para adaptarse al número de puestos necesarios Branch Workers Acceso seguro a aplicaciones y datos corporativos Mayor seguridad reemplazando clientes pesados por ligeros Mobile Workers Earlier in the presentation, I mentioned that a key differentiator for Virtual Infrastructure Access is the ability to create an architecture whereby end users can access either a shared services environment, where applications are hosted on the server for multiple users, or the virtual client environment, where complete client images run in virtual machines. This flexibility means that Virtual Infrastructure Access provides value across a broad set of use cases. Whether it is a knowledge worker requiring a thick client image environment with many applications and requiring the high isolation that can be provided in the virtual machine or VMware ESX environment, or a structured transaction worker that can take advantage of relatively few applications running in a Windows terminal service environment, the same Virtual Infrastructure Access architecture with its integration to active directory, it’s support of single sign on, and its single logical access point, can support both. The business value of that flexibility is significant. It means that the implementation of a Virtual Infrastructure Access architecture does not limit access for client’s end user services to one or the other, but in fact, through the same infrastructure, they can access both. Why is this important? It is important because with the shared services environment we can achieve densities of about 100 users per blade using Virtual Infrastructure Access. That means that the total cost of ownership for that particular approach is substantially lower than the traditional PC environment. On the other hand, the virtual machine environment offers a highly isolated environment where more complex images using many applications and essentially exactly what you have on your desktop today can be run in a virtual machine. Those densities today are about 12 to 18 virtual machines per server. So what do those density differences mean? Let’s take, for example, 1,000 users. If we have an environment with 1,000 users and we implement that in the high density shared services environment for Windows terminal servers and our capacity planning is 100 users per blade that would mean that ten blades would, at 100 users each, support 1,000 users. It would, also, require five to seven additional blades to support the management environment, the virtual infrastructure environment, and then any redundancy. On the other hand, if you were to implement the solution in a virtual machine environment you’d get increased density over dedicated PCs, increased isolation, and you could use the image as it exists today. But, the virtual machine users, using an average density of 15 users per blade, would require 66 or 67 blades plus the support infrastructure for the virtualization layer and virtual center to implement those 1,000 users in a virtual client or virtual machine environment. What we’ll see are use cases where both of those models are appropriate. So this advantage of being able to get to both environments with Virtual Infrastructure Access Services -- to leverage the total cost of ownership advantage of the shared services environment with its higher density, along with the virtual machine environment benefits of isolation and support of rich client environments and the traditional image without any application migration – is a real differentiator for IBM. Please move to slide 13. IBM Smarter Planet Cloud Desktop |

IBM Cloud Desktop – Vista de usuario final
Let’s begin our discussion today with a quick look at virtualization and what it might offer your client’s business. From there, we’ll focus specifically on end user virtualization, and then we’ll talk about IBM Virtual Infrastructure Access, what it is, its features and benefits, what it does, how it works, and the hardware, software, and services that we include in this service product. It will be helpful when you are having the initial discussion about client virtualization with your customer to frame the discussion in a similar way to, for example, server consolidation. Server consolidation is a method whereby many of our clients have used virtualization to consolidate server load, create a much more efficient use of their server resources, and optimize their server resources in their data center. Virtualization for end user services will accomplish a similar optimization by placing the load, the compute load, in a central location and improving the overall usage of the end user compute resource. Please move to slide 3. IBM Smarter Planet Cloud Desktop |

IBM Smarter Planet Cloud Desktop | 2.009

GRACIAS Hello and welcome. This web conference is intended to introduce you to IBM Virtual Infrastructure Access Services. My name is <fill in the blank> and I will be presenting today. You should all have the Virtual Infrastructure Access Services client presentation in front of you so you follow along as I go through the materials. If you do not have the presentation, please instant message to <fill in the blank> at <fill in intranet id> and he/she will forward you the materials or a link to them on the web. Our objectives today are to help you understand Virtual Infrastructure Access Services, prepare you to deliver this client presentation to your clients, and enable you to identify opportunities to implement Virtual Infrastructure Access Services. Please move to slide 2. IBM Smarter Planet Cloud Desktop |

End User Services “right-to-left” strategy
High Problem avoidance Automated problem resolution Self-help Remote resolution Off-site break/fix service; onsite dispatched help Drivers of value Optimal use of global vs. local resources Holistic view of end-to-end process improvement Pioneering technologies that enable more automation and self-healing Providing user tools to enable auto-resolution Help Desk Services PIDS/SPMS Factory Approach Self Enablement Portal PIDS/IMAC 1 Reduced number of incidents Virtual Infrastructure Access Incident volume 2 More automated and user-guided resolution The right-to-left strategy is fundamental to what we are aiming to achieve for our clients – that is to drive breakthrough value for our clients by reducing the cost of end user services for the business but also driving up productivity by providing added-value services and 24/7 accessibility. Every product-service we do go through our development cycle at the Global level will live or die by this leitmotiv. We need to push down the number of incidents and/or barriers for the end-user by optimization and end-user self reliance. Optimising end user environments can drive significant value. IBM is committed to improving and delivering end user services worldwide, in a consistent way, through end-to-end optimisation. IBM focuses on automation—reducing and eliminating help desk calls (and keeping costs in check) by offering capabilities including self-help and automated problem resolution, and remote resolution that can help you evolve and optimise your end user environment. Consider, for example, an end user support scenario where a client’s end users encounter problem incidents, which can be handled in a variety of different ways. The client requests service—could be to solve a problem or for help with a how-to question about software or hardware. The first line of defense is for the client to resolve the problem through automated means, and then self-help tools. Most of the service requests (the peak in this graphic), however, are handled by the help desk contact centre. Any request that cannot be handled there is passed on to local deskside support or eventually to an offsite repair centre. NOTE that both the time and cost to fix a problem are the lowest and least expensive on the left, and they are the most expensive and longest on the right. With vision, innovative approaches and concerted effort, it is possible to lower the help desk call volume and shift some of the burden from right to left. It takes a: Holistic approach to delivering the service Number of innovations to change the economics and improve end user satisfaction. This process is an evolutionary, and IBM can help at every stage. Segue: IBM uses innovation and best practices to address these challenges across your entire end user environment. This is reflected in our comprehensive portfolio of service offerings that can help you evolve and optimise your end user environment throughout its lifecycle. Low Low Elapsed time for resolution High Current state Cost per incident* $0–5 $15–$45 $70–$350 Optimised state * Figures are U.S. dollar cost estimates per incident. IBM Smarter Planet Cloud Desktop |

End User Services Manager - SPGI Barcelona - 23 de Octubre de 2.009

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End User Services Manager - SPGI Barcelona - 23 de Octubre de 2.009

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