Andrew Stanton Global Head of Service Architecture IFDS 2012 Virtualising 2000+ servers & User Virtualisation: the journey and challenges a joint venture of DST Systems and State Street
IFDS are the leading UK TPA provider 68 clients + 5 under letter of intent 380+ billion FUM 716 funds with 1,510 sub-funds Approximately 65% UK market share 3,600+ employees across 13 countries of which 550 are in software development, IT production and support Diversifying into TPA for Pensions and Wealth Management * As at 30 June 2007
Service capabilities Products Unit Trusts, OEIC, SICAV Investment Trusts Equities PEP all products ISA all products Savings all products Fund Supermarkets / 3 rd Party Fund Distribution Charities / CIFS Cash / Deposit Accounts DC Pensions Structured Products Distribution IFA Regulated sales force Tied Agent Bank / branch Institutional Direct Strategic Alliances Stockbrokers Supermarkets Channel Access Paper Telephone Fax Internet Message / Hub IVR
Service models for management company investor record keeping Full service Remote service (systems only) Shared service any option between full and bureau by Channel Product Process Function Models can be changed dynamically Cope with volume spikes Avoid need to take on long-term property or staff commitments Handle special exercises Change of business priorities Speedy start up at IFDS
IFDS UK client base - Examples
Example Service Model IFDS UK, Basildon Remote Transfer Agency system delivery Document Management Department Data Centre Isle of Man Isle of Man Operations All off-shore processing for IoM UK, London UK Operations Telephone servicing and processing USA US OPERATIONS Postal/Fax dealing Written Enquiries Settlement Reconciliation Distributions UK, London Fund Accounting Private client system supplier India Shared Service Model Remote Service Model Operations Written processing Daily data feed external support IFDS Data links
a joint venture of DST Systems and State Street Challenges
Infrastructure Challenges the highlights! 400 + new servers per year Heat light Power Green awareness Support Overhead Growing diverse user community 24*7 delivery both prod and test Work Life Balance Distributed processing Monitoring overhead Capacity Planning Unstructured growth
a joint venture of DST Systems and State Street Solutions
Virtualise the Servers Reduces footprint Easier & quicker to deploy P2V then Consolidate Single Console Structured growth
Virtualise the Apps Reduces footprint Easier & quicker to deploy Device independence Single Console Structured growth
Hang on a minute!! Multiple New technologies being deployed Too Many tactical solutions Board getting nervous Some successes but not everything lived up to the salesman s hype Are we all pulling in the right direction?
a joint venture of DST Systems and State Street Vision
We needed a Vision & Clear Direction To ensure that internally we knew what we were doing & To Ensure IFDS knew what we were doing!! (This is an on-going challenge that must not be underestimated)
People do not want quarter-inch drills. They want quarter-inch holes. - Professor Emeritus Theodore Levitt, Harvard Business School Or put another way It is important to keep in mind that a customer does not buy features of a service, but fulfilment of needs.
Vision Statement The Ability, from a standardised single portal & logon, to access all IFDS Group & Third party applications regardless of IFDS Data Centre, Client Location, Client Device or Client Operating System Create an on-demand infrastructure and associated administration with greater than 85% STP regardless of Data Centre location Create a Service Delivery infrastructure so that services can be dynamically allocated to the optimum resource across multiple Data Centres Create an Environment where Risk and Compliance are at the centre of all deliverables Improve the work/life balance by significantly reducing out of hours support & automating where possible repetitive workload Deliver the above in a secure, controlled, auditable and financially viable fashion
What does this actually mean? Put simply 2 deliverables :- Service Virtualisation User Virtualisation
Automation & Audit = Control & Efficiency Service Virtualisation User Virtualisation Citrix (Xen) App V Direct / VDI Distribution Applications, Service Catalogue & SMART (Audit& Control) Windows / Cloud Red Hat/Cloud Power (AS/400) Physical Servers CIFS / Cloud NFS VIOS Physical Storage Production Development Test Physical Network
Delivering the Vision 30 Initiatives 90+ Strategic projects Documenting & planning the journey Engaging stakeholders & demonstrating value in the end goal Securing funding (ROI) Complimenting existing/future BAU projects Ensure that demonstrable targets are promoted and understood Promote and ensure that Service Delivery are all pulling in the same direction
a joint venture of DST Systems and State Street Vision in Practice
In reality we have to multitask Backend Network & Server virtualisation Frontend Application virtualisation & automation Delivering the Vision
Phase 1 2000+ servers Adding 400+ servers per year Both Windows & Linux Engaged Proact to support ambitious server virtualising project Project delivered to budget and majority of expectations Now 72% virtualised Adding 400+ servers per year Multiple challenges around licencing Very little negative feedback
Phase 2 Current IFDS Position Consolidate Aggregate Orientate Service Level Asset Utilisation Speed of Deployment Total Cost Risk Infrastructure Virtualisation Service Catalogue Complexity Service Oriented Infrastructure
Phase 2
Phase 2
a joint venture of DST Systems and State Street Lessons Learnt
From a users point of view Change is additional work even if it is for the better!! Lessons learned No single solution fit all you need to communicate the vision Communicate to your support teams they are the ones that need to deliver, one quote Your Dreams can become my Nightmares I need to keep working on this Timeframe Work with your Product Partner Understand Licensing!!!!!!!!!!!!!!!!!!!!!!!!!!!
Above all Include all business areas from CEO to Administrators Involve all IT staff Inform Lessons learned Take time to educate and promote the benefits to your customers Understand the fears of change Ensure that your controls in the physical world are adequately replicated in the virtual world 30% increase in Servers due to ease of build. Audit & Controls
a joint venture of DST Systems and State Street Thank you & Any Questions?