IBM Global Services IBM Business Continuity and Recovery

IBM Global Services IBM Business Continuity and Recovery Services Overview For Champion Solutions Group Webinar Alan Cooper, Program Manager, Alternate Channels April 19, 2005 © Copyright IBM Corporation 2004

IBM Global Services Agenda IBM overview Industry trends and business resilience? How can IBM help? Client examples Why IBM? Additional information 2 ***client*** Presentation, July 14, 2004 © Copyright IBM Corporation 2004

IBM Global Services IBM Business Continuity and Recovery Services § Business unit launched commercially in 1989 - IBM created Backup and Recovery methodologies as part of Systems Management disciplines in the 1960’s for internal and support of clients - Audit requirement for IBM internally since 1960 § Largest global business continuity vendor - Over 2, 500 dedicated employees - 138 recovery location in 77 countries support over - Over 15, 000 contracts and 75, 000 exercises § Largest recovery support effort during Hurricane Floyd § Highest customer satisfaction in industry - Best Continuity Vendor by readers of Water’s Financial in their 2003 & 2004 surveys 3 ***client*** Presentation, July 14, 2004 © Copyright IBM Corporation 2004

us in es You can become more resilient s by integrating your continuity, recovery, availability re and security strategies sil ie nc e re pr from the old paradigm of experience and react… es en ts a sh ift : IBM Global Services …to a new paradigm of anticipate and adjust. 4 ***client*** Presentation, July 14, 2004 © Copyright IBM Corporation 2004

IBM Global Services Seemingly unrelated events can affect your business resilience Event Date Impact Blackout in North America 2003 An estimated 50 million people and thousands of businesses left without power Malicious computer worm hits 13, 000 ATMs at Bank of America 2003 Bank unable to process customer transactions and impacted Internet traffic worldwide Disintegration of Enron 2001 Affected energy markets worldwide; led to new regulations on corporate financial reporting Terrorist attacks of September 11 th 2001 Impacted the local economy of Lower Manhattan, travel and hospitality industry, financial markets worldwide for over 6 months; led to war on terrorism and to war in Iraq Hurricane Floyd 1999 Damage estimated at over $6 billion, including many deaths, destroyed homes, electricity outages, flooding Victoria's Secret Super Bowl advertisement led to deluge of visitors to Web site 1999 Web site shut down; company unable to service interested prospective customers Compaq/DEC merger 1998 Anticipated benefits such as expansion into services business overshadowed by difficult and lengthy merger process Drexel Burnham Lambert bankruptcy 1990 Threatened functioning of the U. S. payment system 5 ***client*** Presentation, July 14, 2004 © Copyright IBM Corporation 2004

IBM Global Services We have identified six business imperatives Integrated risk management Continuity of business operations Market readiness Business resilience Knowledge, expertise and skills Regulatory compliance Security, privacy and data protection 6 ***client*** Presentation, July 14, 2004 © Copyright IBM Corporation 2004

IBM Global Services How do we define these imperatives? 7 Continuity of business operations Improves your ability to maintain continuous business operations by building processes and infrastructures that are responsive, highly available and scalable. Regulatory compliance Helps you comply with government and industry regulations and standards. Security, privacy and data protection Helps you protect and manage the existence, integrity, accessibility, privacy and confidentiality of data, critical information, systems and physical resources. Integrated risk management Increases the effectiveness of your overall risk management programs by taking a unified and governed approach. Knowledge, expertise and skills Improves the resilience of your business through the transfer of IBM knowledge and skills, or by utilizing IBM resources. Market readiness Enhances your ability to sense and respond to changes in customer demands or market opportunities to stay competitive and grow. ***client*** Presentation, July 14, 2004 © Copyright IBM Corporation 2004

IBM Global Services Our Value Continuum demonstrates flexibility and offers our clients a choice of solutions. §Business §Continuity §Proactive §IT §Recovery §Reactive Backup and recovery options for your multivendor information technology Services to help you assess and improve the recoverability of your IT infrastructure What we do for your IT operations How to improve your approach to recovery 8 ***client*** Presentation, July 14, 2004 Continuity services designed to protect your critical business processes What we do for your business Services to help you assess the impact of a disruption to your critical business processes Why business continuity programs are essential Continuity services designed, operated and managed for you by IBM Who can do part or all of it for you © Copyright IBM Corporation 2004

IBM Global Services Our Value Continuum demonstrates flexibility and offers our clients a choice of solutions. Backup and recovery options for your multivendor information technology üRecovery Options for Multivendor Technology üRecovery Options for IBM Technology üRecovery Options for Networks üRecovery Options for Workplace Environments 9 Services to help you assess and improve the recoverability of your IT infrastructure üRecoverability Assessment üRecovery Strategy Definition üRecovery Plan Development üRecovery Process and Procedures Design ***client*** Presentation, July 14, 2004 Continuity services designed to protect your critical business processes üe-business Continuity Services üEnterprise Resource Planning Continuity Services üCall Center Continuity Services üEmail Recovery Services to help you assess the impact of a disruption to your critical business processes üRisk Management Analysis üBusiness Impact Analysis üi-Risk Assessment üBest Practices Comparison Continuity services designed, operated and managed for you by IBM üTotal Continuity Program Management üManaged Security Services üCrisis Management Services © Copyright IBM Corporation 2004

IBM Global Services Selecting your recovery solution depends on your recovery time objective. Continuous Operations High Multi-Vendor IT Recovery Services Complexity Business Continuity and Recovery Services provides a continuum of services that can meet virtually all continuity needs, including the high availability requirements of organizations that require continuous availability. Hot Site Mobile Option Low ***client*** Presentation, July 14, 2004 Data Shadowing Data Vaulting Cold Site Weeks Minutes High 10 Data Mirroring Quick Ship High Availability / Rapid Recovery Services Days Disaster Tolerance Hours Low © Copyright IBM Corporation 2004

IBM Global Services IBM Business Continuity and Recovery Services North American Recovery Sites Calgary, Canada. Winnepeg, Canada Seattle, WA Montreal, Canada Markham, Canada Minneapolis, MN Detroit, MI Chicago, IL San Francisco, CA West Chester, PA Columbus, OH Billerica, MA Medford, MA Sterling Forest, NY Jersey City, NJ Iselin, NJ Gaithersburg, MD Boulder, CO Los Angeles, CA Charlotte, NC Phoenix, AZ Continuity Services Center Local Access Suite Enterprise Recovery Center 11 ***client*** Presentation, July 14, 2004 Dallas, TX Houston, TX Atlanta, GA § 24 recovery locations § Leading technologies supported § Over 475 recoveries, 100% successful § Over 950 K square feet, dedicated floor space © Copyright IBM Corporation 2004

IBM Global Services Storage Technology Available Disk Infrastructure IBM Compaq EMC Hitachi HP Network Appliance SUN Available Tape IBM Compaq Quantum STK Sony Enterprise Storage Capacities: Boulder 20+ Terabytes Gaithersburg 95+ Terabytes Sterling Forest 125+ Terabytes 12 Support for all platforms S 390, Open Systems and Intel Servers 12 ***client*** Presentation, July 14, 2004 © Copyright IBM Corporation 2004

IBM Global Services IBM Network Elements § Site Resources § WAN - Telenex Matrix Switch(RS 232, V. 35) - Recovery. Net - Direct Access to all Major Carriers - Internet (AT&T / UUNET / Cable & Wireless) - Frame Relay / ATM - DWDM - Relationships • AT&T • Bell South Ameritech - Cisco Switches (T/R, Ethernet, ATM) - Tellabs Titan 5500 DACS (T 1 to DS 3) - Multivendor Equipment: • Routers FEP's • Bridges Channel Extenders • Gateways Modems • LAN Hubs • Multiplexors • Diagnostic Tools - Multi-Protocol Support • TCP/IP SNA/APPN • MCI/Worldcom Qwest • IPX Token Ring • Sprint • Netbios Ethernet • FDDI Cable & Wireless • Verizon - Skilled Support Staff 13 ***client*** Presentation, July 14, 2004 • Hardware • Software • Carrier Services © Copyright IBM Corporation 2004

IBM Global Services Mobile Trailers Can be set up as; Work. Group / End User recovery and / or Open Systems (all platforms) recovery. Brought to the location of your choice. Network connectivity specified. Equipped with; Generators Heat / Air Conditioning Pre-wired 14 ***client*** Presentation, July 14, 2004 © Copyright IBM Corporation 2004

IBM Global Services In the US, weather related events caused 54% of the disasters IBM has support, followed by power and HW/SW. Regional Disaster Event 1990 Wall Street Fire 1991 Chicago Flood 1992 Hurricane Andrew 1993 Midwest Floods 1994 Northridge Earthquake 1995 Hurricane Erin 1996 Hurricane Bertha 1998 Hurricane Georges 1999 Hurricane Floyd 2001 9/11 Terrorist 2003 Northeast Blackout 2004 Hurricanes Charley/Frances/Ivan/Jeanne `IBM Customer Contracts-Declared IBM Declaration Experience 3 2 17 41 18 43 96 40 43 N=530, As of Sep 30, 2004 66 IBM’s Experience IBM’s proven declaration process Mobilize IBM Global Services personnel Mobilize IBM and vendor technology relationships 15 ***client*** Presentation, July 14, 2004 © Copyright IBM Corporation 2004

IBM Global Services Observations From Past Regional Disasters Mismatch between business requirements and recovery planning Plans not exercised or maintained at appropriate levels of detail Plans not developed to consider the systemic impact across the industry Network availability can be a major bottleneck in restoring business operations Facilities Technology Internal or external communication processes not clear People Network Information Plans not effectively addressing the impact of a regional emergency Dependency on key personnel too high 16 ***client*** Presentation, July 14, 2004 © Copyright IBM Corporation 2004

IBM Global Services Full Services Business Continuity Provider § LAN / Work. Group Recovery - Hotsite / Mobile / Cust. Location § Managed Security Services -Anti-Virus Management -Managed Firewall -Vulnerability Scanning -Intrusion Detection -Incident Management -Wireless Security Assessments -e. Mail Security § Consulting -Framework -Business Impact Analysis -Environmental Analysis -Recovery Plan Build -Customized Engagements § Hot Site Recovery - Multivendor Platform Support § Business Capacity Services § Rapid Recovery Services - Large System - AS/400 / RS/6000 - Sun / HP / Compaq - Server Mirroring § Voice Recovery - Call Center - Interim Call Handling - Remote Agent § Business Resumption Svcs. - Crisis Response - Security - Equipment Acquisition § AS/400 Protection Express § Continuity Program Management § Network Recovery Services § DR Audits -Network Recovery Design -Network Recovery Optimization § Strohl System Planning Tools - LDRPS Suite of Products § E-mail Recovery Services - BIA Professional - Noti. Find § Call Center Workshops § Mail and Print Recovery § End User Workshops § Dedicated/Ltd/Shared Space 17 ***client*** Presentation, July 14, 2004 © Copyright IBM Corporation 2004

IBM Global Services System Recovery Options § Equipment Acquisition Service – for a monthly subscription fee, IBM will identify and acquire data processing equipment in the event of a disaster. Timeframe: equipment will ship 1 -5 business days once secured and receipt of written customer authorization is received § Protection Express Service – for a monthly subscription fee, IBM will ship a temporary replacement system. Configurations are limited to the service list provided at time of contract signing. Options include Mobile Recovery Center, and i. Series System Restore Test Timeframe: within 48 hours of an outage emergency declaration § Hot Site Service – for a monthly subscription fee, IBM provides equipment and software, support services, telecommunications services and a facility in a combination the customer selects. Timeframe: no later than 24 hours after the customer declares § Rapid Recovery Services – for a monthly subscription fee, IBM can utilize different recovery strategies i. e. mirroring, journaling, etc. to offer a recovery window within minutes or hours supported from our hot site facilities. Timeframe: minutes/hours 18 ***client*** Presentation, July 14, 2004 © Copyright IBM Corporation 2004

IBM Global Services The IBM Difference § We Have Demonstrated Our Ability to Support Clients since 1989 § IBM’s Business Continuity & Recovery Services team is a Strategic Partner - Part of IBM hardware, software, and services business § Flexible Terms and Conditions § Equal or Greater Capacity versus Shared Access § Extension of Your Account Support Team § Access to IBM Infrastructure, Including Manufacturing § Highest Skilled Support Team in the Industry § Critical Component of the IBM “The Service Company” 19 ***client*** Presentation, July 14, 2004 © Copyright IBM Corporation 2004

IBM Global Services Where can you go for more information? Alan Cooper, Program Manager – IBM Business Continuity and Recovery Services acooper@us. ibm. com www. ibm. com/services/continuity www. ibm. com/services/its/resilience 20 ***client*** Presentation, July 14, 2004 © Copyright IBM Corporation 2004