HOMEWORK DOC 1CASE STUDY I.

Project Summary
Introduction
CLIENT is a leading edge service provider for E Commerce Solutions. The company is headquartered in Lincoln, Nebras a and operates many offices around the !orld. CLIENT has "# sales offices and more than $% distributors !orld!ide. The main focus for this study !as the follo!ing locations& Lincoln, Nebras a 'allas, Te(as )nn )rbor, *ichigan Toronto, +ntario, Canada CLIENT has been in business for the past ,$ years. Throughout this time, CLIENT has undergone many changes. 'espite all of these changes, CLIENT has evolved into becoming one of the largest independent providers of E-business Integration soft!are and service solutions. Its niche is po!ering global ebusiness communities through their line of service offerings& E-*ar etplace, E-.usiness Integration and E-.usiness Consulting solutions. THEY HAVE OVER 29,000 CUSTOMERS WORLDWIDE AND YEARLY REVENUES OF OVER $500,000,000. /hile searching the Internet for information to describe CLIENT and its business, CLIENT0s mission is best said in its o!n !ords& Our mission is to help companies capitalize on the extraordinary opportunities for growth and profitability by providing comprehensive e-business solutions that address the most important issues companies face today: How to collaborate with business partners. How to better integrate business processes across the value chain. How to manage a complex set of E-business relationships. How to find people with the right mix of business and technology s ills to assess a company!s business needs and develop a strategic e-business plan."

CLIENT operates in a highly competitive industry, one in !hich do!ntime or slo! response is unacceptable. CLIENT offers over 1,% products and services that address E-mar etplaces, E-business integration, and E-business consulting. These products and services are highly unique for each customer. The comple(ity and customi2ation of its services and products for each customer gives CLIENT an edge over the competition. CLIENT0s initial solution is the E-*ar etplace solution offering. )s stated on CLIENT0s !eb page, this is a digital e(change that brings together business communities to conduct commerce, facilitate collaboration and share content. ) customer requests this service so that its suppliers and distributors all operate together cohesively. ) customer subscribes to the service and CLIENT enlists the appropriate trading partners to become part of that 3business community.4 E-business Integration Solutions builds
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upon the E-*ar etplace solution by addressing business problems that companies face !hen integrating business processes internally or e(ternally !ith partners. 8inally, E-business Consulting Services starts from the lo!est level, in assessing and analy2ing a company0s business problems, and then designs an appropriate solution. CLIENT0s !ell being and reputation are based entirely on technology. ) dramatic impact !ould occur to CLIENT0s customers if a disruption !ere to occur to one of CLIENT0s facilities. This disruption !ould affect not only the customers, but all of their partners that are involved as !ell. The Internet and the tools that support it are driving today0s business !orld to e(pect immediate solutions. /ithin all of CLIENT0s solution and service offerings, there are some basic business functions that are e(tremely critical. CLIENT provides customer support and education for all products and services. Customers can call CLIENT0s hotline numbers any time or day. 9uality customer support is e(tremely important to CLIENT in that it offers three levels of support for some offerings. )lthough, this is un no!n to customers, the three levels ensure that basic questions and concerns can be resolved immediately, leaving the comple( problems to be resolved separately. Education is another critical component to CLIENT0s success. Training is offered at several locations each !ee throughout the year. CLIENT is a!are that any impact to its facilities has the potential to severely impact customers0 business communities, the quality of CLIENT0s customer support, and education services. In addition, there is also another impact that companies often overloo , !hich is ho! such a disruption !ould impact employees. The most devastating effect !ould be the physical harm that could result from a disruption. )fter the physical impact, employees could also be affected financially. This !ould encompass lost !ages, loss of personal belongings, medical e(penses, etc. CLIENT is a!are of these potential impacts and engaged CLIENT to complete a .I) in :anuary ,%%1 to address them. )fter the completion of the .I), a ;ecovery Strategy !ill be designed and ;ecovery 6lans !ill be facilitated by CLIENT.

Objectives
This .I) study obtained business and system information to assess the impact to CLIENT0s operations from the sudden and unplanned loss of the Lincoln building located in Nebras a. This study is essential for CLIENT, since it outlines all of the bac ground information required for CLIENT and CLIENT to create a ;ecovery Strategy. Such a strategy !ill ensure that critical company functions and supporting systems !ill be restored !ithin acceptable timeframes after a disruption. The study !as designed to ans!er the follo!ing questions& /hat are CLIENT0s critical business functions and locations< /hat is the ;T+ and ;6+ for each business function identified< /hat are the financial consequences of losing the support of systems to CLIENT0s critical business functions< /hat are the operational impacts of losing the support of systems to CLIENT0s critical business functions<
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Assumptions
The follo!ing assumptions !ere made in the e(ecution of the pro=ect& The D ! C"##e$!%"& '("$e)) *%## +"$,) "& e-'#".ee) )"#e#. %& L%&$"#&. )n interruption !ill only occur in this facility and !ill assume 3smo e and rubble.

Organization
Interviewees/Survey Participants
)ll of the follo!ing employees completed pro=ect surveys.
Survey # 1. 2. 3. !. #. '. *. -. /. 13. 11. 12. 13. 1!. 1#. 1'. 1*. 1-. 1/. 23. 21. Interviewee KL, KW KL, GS, GD KL, KS K" E$ (W S( S( 0K 0K 5E K5 $+ 77 :" $+ SC " 0( 05 0G Department E-Community Development Commerce Support, Dallas Customer Support, nn rbor Customer Support, Lincoln %utsourcin& E)ucational Services +uman ,esources Consultant Sc.e)ulin& (ar1et2uest %r)er $ul4illment Solutions En&ineerin& Sales )min 6 Support Documentation (8S System So4t9are ;nicenter )min %perations 5ro1ere) <Lite= Development ,e&ional Development 5ro1ere) <Lite= Development "oint to "oint <lite= Devlp. 6 pplication rc.itecture Level 3 Division Global Customer Support Global Customer Support Global Customer Support Global Customer Support Global Customer Support Global Customer Support Global +uman ,esources mericas %perations Global Customer Support Global Customer Support mericas %perations mericas %perations Global Customer Support Global Customer Support Global Customer Support Global Customer Support Global Development Global Development Global Development Global Development Global Development

22. 23. 2*. 2-. 2/. 33. 31. 32. 33. 3!. 3#. 3'. 3*.

(S 0K (, DW, D+ K$ K$, :L K$, 5K K$>7S K$, "W CW ,L, 0C ,L $(

Enablers>7ool1its Development E-(ar1etplace Solutions (&mt (ar1et ,esearc. 6 nalysis Solutions (ar1etin& $6 System )ministration $inance ccountin& 7a? Consoli)ations Consultin& Solution (ana&ement @n)ustry Development ,elations.ip (ar1etin& @n)ustry ,elations

Global Development Global (ar1etin& Global (ar1etin& Global (ar1etin& $inance 6 )ministration $inance 6 )ministration $inance 6 )ministration $inance 6 )ministration $inance 6 )ministration Global (ar1etin& Global (ar1etin& Global (ar1etin& Global (ar1etin& "

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Survey # 3-. 3/. !3. !1. !3. !!. !#. !'. !*. !-. !/. #3. #1. #2. #3. #!. ##. #'. #*. #-. #/. '3. '1. '3. '!. '#. ''. '*. '-. *3.

Interviewee 0( S5 L( K$, C$ K$, LC L(, "C 0K,0, K$, S" K$, K5 LS ,5 SS CD, 5 5( DK D(, KC "7 7D$ K" (( CLD 5C, S7

Department E-(ar1etplace "roAect (ana&ement E-(ar1etplace pplications 6 E(ar1etplace $rame9or1 E-(ar1etplace @n4rastructure $acilities Services Collections>Cre)it "rocurement 5usiness )ministration Services Cas. 6 Leasin& Customer cct Svcs B 5illin& 6 >, Strate&ic "roAects

Division Global Development Global Development Global Development $inance 6 )ministration $inance 6 )ministration $inance 6 )ministration $inance 6 )ministration $inance 6 )ministration $inance 6 )ministration 5usiness Development 6 Strate&ic "lannin& Global (ar1etin& Global Development Global (ar1etin& Global Customer Support $inance 6 )ministration Global (ar1etin& Global (ar1etin& Global Development Global Development Global Le&al Global Development Global Development Global Development Global Customer Support Global Customer Support Global Customer Support mericas %perations mericas %perations Global Development $inance 6 )ministration

Global "ricin& %r&aniCational E44ectiveness Events 6 Creative Svcs (ar1etin& Commerce %ne Support Customer ccount Services ClientCompany.com @nte&ration Solutions (ana&ement rc.itecture nalysis ,esearc. 6 ,elations.ip (ana&ement Le&al "roAect (ana&ement Dept. 1D2uality ssurance 7estin&D :ort. Dept. 2D2uality ssurance 7estin& E- (ar1etplace 5C Development <7.is inclu)es / )epartments= :5, 0 ,C( E-5usiness @nte&ration Solutions Support D , (G,DE,SD,C( E-(ar1etplace Enablin& Support ,5,C( Cell Center %perations 0K Sales K+ Sales "ro&ram 6 Dev. 7: )vance) @nte&ration Solutions 05 ccountin&>%44ice )ministration

8or easy reference, all pro=ect participants indicated above !ere assigned a number under the column titled 3Survey >.4 Throughout the remainder of this report, pro=ect participants and departments may also be referred to !ith this 3Survey >,4 to avoid confusion as to !hich area is being discussed.

Methodology/Approach
/e !ill use the methodology discussed in class& 1. Identify financial losses ?)ppendi( 1@. ,. 'etermine ;T+s for each department and =ustify the ;T+s from the 9uestionnaires ?)ppendi( "@. ". 'ocument ;T+s for Soft!are ?the hard!are then has the same ;T+@ A. 'ocument !or area requirements for each department. $. )s a group, !e !ill recommend recovery solutions for the hard!are in the Lincoln office using the above appendices to =ustify the solutions.

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II. Current Computer Systems Environment

Introduction
This section describes the current hard!are and soft!are environment for CLIENT. 'ue to the comple(ity of CLIENT0s technical environment, !e !ill only focus on the Lincoln office.

Network
CLIENT0s net!or is comple( and requires multiple components. These can be classified into several categories& Infrastructure BThis net!or carries the data for CLIENT Commerce to carry out day-to-day business and is strictly non-commercial traffic. Commercial B This is the revenue-generating net!or , and consists of connections to customers !orld!ide. Clobal Seamless Commercial Infrastructure ?CSCI@ B This is a 8rame ;elay net!or that connects CLIENT Commerce locations all over the !orld, !ith the e(ception of the )sia 6acific offices,
!hich connect via D6N on the Internet.

Wide Area Network

There are four 8rame ;elay net!or s that CLIENT is connected to& Sprint, *CI, )TET, and /orldCom. The 8rame ;elay net!or on /orldCom is referred to as the CSCI net!or and is !here all of the international traffic flo!s. )ll of the 8rame ;elay connections terminate in Lincoln at one of t!o Cisco F,%G routers that are connected to the same Ethernet segment on that L)N, !hich is referred to as the 3Customer 8rame ;elay Net!or .4 In addition to 8rame ;elay, there are many leased line and dial-up connections that are being used by customers that terminate in the 3.ubble4 in Lincoln.

Lincoln
i!" #eve$ %verview
The headquarters, in Lincoln, Nebras a, is the primary location for all of CLIENT0s production systems, and is the telecommunications hub for the Dalue )dded Net!or ?D)N@ in North )merica. The Lincoln location consists of a campus of four buildings that are interconnected via an underground race!ay. The main data center is located in .uilding t!o, floor three, and the main telecommunications center is on the fourth floor. This location houses the systems that ma e up the production environments for Dantive, 6eopleSoft, and the 3;elease " Net!or ,4 as !ell as the development environment for Centran. These systems include four I.* 7GF,-r$G mainframes, many HNII platforms, and multiple Intel-based servers. There is also an )spect )utomatic Call 'istribution ?)C'@ system used to route calls to customer support personnel both in Lincoln and )nn )rbor.

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&ain'rame
The mainframe processor runs *DS and :ES". No databases systems are utili2ed, as all files are DS)* files. The processor is divided in L6);S, including& *DS6;', *DS'EDEL, *DSTEST, and INTNET. The *DS6;' L6); is the main production L6);, !hich supports the ;elease " Net!or . *DS'EDEL L6); is the main 'evelopment L6);. /hile *DS'EDEL is utili2ed mainly for soft!are development purposes, Customer Service does utili2e the CICS region?s@ on the development L6); to service production customers. If this L6); !ere not available, CLIENT0s ability to service customers !ould decrease. 8ull volume bac ups are performed each !ee end !hile the systems are active and operational, ta ing appro(imately G to # hours to complete. Incremental bac ups are performed during the !ee .

&idran!e
The midrange environment is mainly comprised of lo!-end Sun equipment, !ith some I.* 6o!er $$% E(press Systems, and J6 Integrity r(FGA% systems as !ell. This environment supports 6eopleSoft, Dantive, and the Clobal .illing System ?C.S@. 6roduction HNII servers are bac ed up via )'S* 'aily and the development servers are bac ed up !ee ly.

Inte$()ased Servers
The Intel-based server environment is almost strictly NT, and supports the ma=ority of CLIENT0s file and print services as !ell as the *icrosoft E(change E-mail environment. The NT environment is bac ed up by four different systems& Deritas version #K Deritas version F."K )'S*K and .ac up E(ec. ) full bac up is made !ee ly and differential bac ups are made nightly. These tapes are sent offsite once per !ee on /ednesday.

#inco$n #oca$ Area Network

The Lincoln net!or is a combination of Commercial and Infrastructure components. This net!or is made up of many s!itches and routers, but the main concern here is the interconnection bet!een buildings. .uildings one, t!o, and three are connected via an 8''I ring, and buildings one, t!o, and four are connected via a Cigabit Ethernet bac bone.

&ain'rame
The primary mainframe is an I.* ,%%"-*odel ,C$. The processor runs *DS. No database systems are utili2ed, as all files are DS)*. The processor is divided in A L6);s& L6);)K L6);.K L6);CK and L6);'. .oth L6);) and L6);. are 3production4 environments used for development and customer service. L6);C and L6);' are both considered test environments. /hile these L6);s are utili2ed mainly for soft!are development purposes, Customer Service does use them to service production customers. If this mainframe !ere not available, CLIENT0s ability to service customers !ould decrease. The mainframes are bac ed up via '8'SS and Sam0s 'is . There is a full bac up of the mainframes made on !ee ends and incremental bac ups made nightly. These tapes are ta en off site once per !ee .

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&idran!e
The midrange environment in Lincoln is a combination of a !ide range of platforms used mainly for development and customer support. The follo!ing applications either run on or are supported by midrange equipment. 'evelopment and Testing of C+NNECT family of products Technical customer support for the C+NNECT family of products .uild servers for the C+NNECT family of products 'evelopment of /oodstoc 6rogram source code control Dantive :' Ed!ards Sales 'emonstrations Customer Training The Hni( environment is bac ed up primarily via Legato on the Sun midrange system named 8remont. These tapes containing the most recent data are ta en off site once every si( !ee s. There are also appro(imately eight hosts that are bac ed up via other means and these tapes are not ta en off site. The I.* $$% E(press Systems are bac ed up via D;*S. There is a full bac up made !ee ly and differential bac ups made nightly. These tapes are ta en off site !ee ly.

Inte$()ased Servers
The Intel-based server environment supports the ma=ority of the file and print services as !ell as the *icrosoft E(change E-mail environment and source code control for developers. The Intel-based servers are bac ed up via a schedule that is unique to each server based on its importance. This schedule can range from as little as a full bac up made once a month for servers !ith only application soft!are on them up to nightly differential bac ups on servers !ith regularly updated data.

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