Bank IT Infrastructure Management

5/2/2006 1 BANK IT INFRUSTRUCTURE MANAGEMENT Banking Vietnam 2006 Presented by Vietcombank 5/2/2006 2 Today IT challenges … ƒ Quality of services for End-User (Banking Business) ƒ Too much complexity ƒ Under TCO ƒ Transparency into the production operation of the Bank for the decision making process ƒ Transparency into the production operation to allow executive management and business units to understand how they are being served by IT (Business Service Management - BSM) 5/2/2006 3 Common problem of IT operation ƒ Identify when something is wrong ƒ Identify when some thing is wrong for long time (Time Over Threshold) 5/2/2006 4 ENTERPRISE DATAWAREHOUSE RETAIL BANKING CORPORATE BANKING CAPITAL MARKETS TREASURY BACK OFFICE CORPORATE BACKBONE COM CONTROLLER CALL CENTRE ATM SWITCH POS FRONT END ECS FRONT END EFT FRONT END DEALING ROOM Public NETWORK SERVER TELLER WRKS ATM KIOS POS TERMINAL PC TEL ECH SWIFT - DOW JONES - REUTERS - TELERATE , ETC BRANCH SELF SERVICES POS INTERNET/ PC BANKING TEL BANKING ECS PAYMENT INTERNATIONAL MARKETS RETAIL CORPORATE FINANCIAL INSTITUTIONS - DB2 - ORACLE - SQL - APPLICATION - OS/400 - AIX, UNIX - WINDOWS A P P L I C A T I O N EIS RISK MANAGEMENT ASSETS & LIABILITY MANAGEMENT MARKETING MANAGEMENT PROFITABILITY MANAGEMENT DECISION SUPPORT SYSTEM CUSTOMER RELATIONSHIP MANAEGMENT - LEASED LINES - ISDN - DIAL-UP - FC - VPN INTERACTIVE BANKING FRONT END PRIVATE NETWORK - ROUTERS - HUBS - FIREWALL - IPS,IPS - DB2 - ORACLE - SQL - APPLICATION - SECURITY - ATM - DESKTOP - POS E I S O P E R A T I O N S M I S Bank IT Infrustructure complexity 5/2/2006 5 APPLICATIONI I •VERSION•PATCH • I • AUDIT LOGGINGI I SERVSER •OS•DEVICES • • I SERVER MGMR. . NETWORK •HARDWARE•COMM. • • . SPECIFIC MGMR, TOOLI I , SAN •HARDWARE• SPECIFIC MGMR, TOOLI I , POWER SUPPLY •HARDWARE• SPECIFIC MGMR. TOOLI I . DATABASE •VERSION (OS)•PATCH • I ( ) • AUDIT LOGGING SPECIFIC MGMR, TOOL I I I I , •INCIDENT •PERFORMANCE •I I • DESKTOP ATM POD •HARDWARE •CONFIGURATION • • I I DESKTOP MGMR. TOOL . IT Infrustructure Management 5/2/2006 6 η Cash status η Journal Tape η Paper Jam η Not Operative LAN LAN iSeries Production iSeríe Backup ATM Switch SECURITY MODULE Events Manag. Server Policy Manag. Server VCB PARTNERS (VISA, MASTER, AMEX, SBV, MCSB, VIB, CUP ….) Routers with Firewall, Encryption Software Network Equipments HSM ATM η Communication η Partners η VIP/MAP/Gateway η Router/Firewall η Network/Security Mgmr. Servers η ATM Devices η ATM OS η ATM Application η Elecity (UPS) η Connection η Location Infrastructure O NETWORK O Com. Line O Router O Switch O Firewall O IDS/IPS O QoS η Core Banking Appl. η iSeries Server η MIMIX η LAN η IST Switch Appl. η HSM Box η pSeries Server η Power η HACMP η LAN Comm. Lines Network Equipments Sample of IT based servise (ATM) 5/2/2006 7 ƒ To quickly identify and correct IT service problems in order to maintain business service delivery. ƒ To create a high level of customer service and satisfaction ƒ To sustain the company’s business activities ƒ To create a unified business focus for the whole company - management, business units, and the IT staff ƒ To improve communication between the IT center/department and the business units Bank IT Infrustructure Management Why 5/2/2006 8 Set-up Service Desk and Incident Management Tools by using an unified monitoring system Bank IT Infrustructure Management How to do 5/2/2006 9 9 To provide a single point of contact for Customers 9 To facilitate the restoration of normal operational service with minimal business impact on the Customer within agreed service levels and business priorities Service Desk and Incident Management Objective 5/2/2006 10 ƒ Business needs are understood ƒ Customer requirements are understood ƒ Investment is made in training for Customers, support teams and Service Desk staff ƒ Service objectives, goals and deliverables are clearly defined ƒ Service levels are practical, agreed, and regularly reviewed ƒ The benefits are accepted by the business. Service Desk and Incident Management Critical success factor 5/2/2006 11 Service Desk and Incident Management Typical Organization 5/2/2006 12