Transcript Slide 1

Managing Email
IPMA Executive Seminar
Eric Linxweiler
Agenda
• Brief Primer on Archiving
• Records Management Overview
• Email Management
• A Case Study
• Changes coming with Email
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Archiving Primer
Companies aren’t storing any less information. In fact, they don’t
Information
know what’s important and what’s not – so they keep everything.
Time
We’ve created the electronic packrat!
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Making things worse
Even with this increased storage and data, people often
can’t get to the critical information when it’s needed.
So we’re storing more, but less able to find the information
when required…
AND IT’S NOT GETTING ANY BETTER!
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Backup and Archiving are Different
Backup
Archive
• A secondary copy of
information
• Primary copy of information
• Used for recovery operations
• Adds operational efficiencies by
moving fixed/unstructured content
out of operational environment
• Improves availability by
enabling application to be
restored to Point In Time
• Typically short term (weeks or
months)
• Available for information retrieval
• Typically long-term (months,
years, or decades)
• Data typically overwritten on
periodic basis (i.e. monthly)
• Data typically maintained for
analysis, value generation or
compliance
• Not for regulatory
compliance – though some
are forced to use
• Useful for compliance and
should take into account
information retention policy
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Traditional Backup, Recovery & Archive Process
• Production environment grows
Primary
Applications
– Constant application tuning
– Continually adding expensive resources
• Backup environment capacity tied to
production growth
– Some jobs cannot complete in backup window
Backup/
Recovery
Process
– Recovery takes much longer, if successful
– More tape drives/silos to meet service levels
• Data Retention environment grows
– Difficult to retrieve content when requested
– Large media requirement ruins Total Cost of
Ownership
“Data
Retention
Copies”
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– No investment protection for long term retention
requirements
– Valuable enterprise data “offline” to users
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Optimal Approach
Backup/
Recovery
Process
Primary
Systems
Archive
Process
• Archive valuable information
– Increases performance of production applications
– Improves TCO through use of tiered storage
– Recovers capacity on primary resources
• Backup to Disk active production information
– Backup window reduced or eliminated
– Higher reliability, greater likelihood of full backups
• Retrieve from Archive or Recover from Backup
– Restore requests are faster
– Once offline information is now online via archive
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Records Management
Key Drivers
• Compliance Requirements
– Public Access Laws, Sarbanes Oxley (SOX), HIPPA, SEC 17a4 NASD 3010/3110, CFTC (17 CFR 1.31), NFA (Rule 2-10),
NASD 2210, etc.
• Litigation Risk
– Litigation Hold, Smoking Gun, Outside interest
• Operational Needs
– System Performance & Cost, Records Management
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Compliance
• Morgan Stanley & Merrill fined a
total of $17.5 million in the last 70
days
• Over $55 Million in fines for Noncompliance in 1 year
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Litigation Risks
• Litigation Hold –Companies fined for not preserving data
when directed by the courts
• Cost of discovery - $250 a tape, $.10-.25 for processing
• Where is your data – Must have single archived Record
• Non-business valued data is a liability
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Operational Needs
• Storage demand will increase cost
• System performance down
• Increase staff hours to manage data
• Only gets more expensive to solve if you
wait
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The Failure of Archiving & Records Management
Problems with most current archiving strategies - they fail
to meet compliance and business requirements
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Data Silos
• Organizations “silo” data based on type
or application resulting in several
archiving solutions
• Archival systems organized from a single
perspective to solve ‘a’ single problem
• Mixed solutions rarely designed to work
together
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Records Lifecycle Errors
•
Lack of understanding the full data lifecycle - little effort is given to the
lifecycle of a record once its left the production environment
•
Development and IT teams rarely look at and determine impact to a
records lifecycle when deploying new systems
•
No audit schedule or routines to validate record storage and retrieval
•
Backup & Recovery Systems - Archiving and backup strategies are seen as
two separate activities.
•
Compliance & legal requirements are not implemented in Backup &
Recovery solutions
•
User requests for data not often anticipated – Should we retrieve from
Backup or Archive?
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Ineffective Policies
• Policies are not created or enforced
• Created around technical solutions not on business drivers
• Fail to get an agreement between the technical and business
teams
• Management doesn't want to enforce
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What About Restoration?
• Focus is on how the data is archived but not on restoration
– Litigation
– Regulatory Audit
– Merger / Acquisition
– User request
– Restoration for data loss, etc
• Restoration is 50% of the function
– Recent fines are due to the inability to produce archived
records not on the inability to archive.
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Without a Holistic Archiving Strategy
• No central management or controls
• Conflicting procedure & policies
• Ineffective, incorrect, and poor data management
• Data duplication and mishandling
• Increased litigation and regulatory risk
• Overspend on technology without business gain
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Email as a Tool and a Record
Facts on E-mail
• Email is the #1 method of business communication (all our
customers have it)
• Email is the most mission-critical application in most
commercial accounts today
• Users spend more than 60 minutes per day managing
emails
• IT Administrators spend more than 25% of their time
managing email
• 50% of all organizations have been ordered to produce
email for discovery
• PST Files have huge risks
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Email Isn’t Always Effective
"That is not one of the seven habits
of highly effective people."
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Focus is Too Often on Technology Itself
• IT rarely understand the regulatory and legal risks while the
legal and compliance people don’t understand the technical.
• Companies need a single vision with good requirement
gathering
• Vision must go beyond a particular technical platform
The problem is methodology, not technology
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Operational Realities
• Storage demand will increase cost
• System performance down
• Increase staff hours to manage data
• Only gets more expensive to solve if you wait
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How Email Grows
25000
20000
15000
# Messages
Size (MB)
10000
5000
0
2001
2002
2003
2004
2005
This is based on one user. What does that mean for a large organization?
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E-mail Challenges
• Managing growth
• User creates a 10 MB PowerPoint
and e-mails it to 100 people
– Total messages/day growing from
56.4B in ‘03 to 164.3B by ‘07*
For a typical customer, that file gets backed up:
1. Weekly for four weeks x 100 on the file server
– Total worldwide users growing from
2. Daily for four weeks on the e-mail server
578M in 2004 to 762M in 2008
3. Monthly for five years x 100 of PST (Exchange)
(172M to 223M in Europe)*
4. Monthly for five years x 100 of file server
– Storage requirements for corporate
users will grow by over 50% from
2004 through 2008 (*Radicati)
• Managing risk
– 50% of organizations have been
ordered to produce e-mail**
400 + 28 + 6,000 + 6,000 = 12,428 Copies
12,428 Copies of 10 MB file = 124 GB’s of Tape
But Wait!!!!!!
This document is a portion of a PST that could be
upto 2 GigaBytes in size.
1. So lets look what happen if the PST is 1 GB.
400 + 28 + 6000 = 6,428 Copies = 64GBs of Tape
Litigation
Support
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Compliance
Management
6,000 Copies of 1 GB file = 6 Terabytes of Tape
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Email Management Benefits Everyone
•
•
•
•
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Storage Costs
–
Single instance storage of messages reduces storage by up
to 80%
–
Eliminate need for PST and NSF files – reducing liability and
risk
–
Consolidation of email from multiple platforms
Operational Efficiency
–
Centralized archive = uniform retention practices
–
Simplified directory/user management
–
Reduced backup window & availability of messaging
systems
Organizational Productivity
–
User access to archive
–
Reduced IT burden in recovering user mailbox data
A centralized
archive is both cost
effective and
productive to the
organization.
Retrieval (Discovery) Costs
–
Reduced time and cost in fulfilling discovery requests
–
Elimination of duplicate messages reduces costs during
legal review
–
Results exported to portable format for review by outside
party
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Business Drivers for E-mail Management Technology
• If you have deployed an e-mail archiving technology, what
was the driving factor?
Source: Electronic Communication Policies and Procedures 2005 Industry Study, prepared by AIIM and Kahn Consulting
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Our Own Case Study
Logicalis’ Own Problem
• “Outlook” calls consume 50% of our HelpDesk’s bandwidth
• PST files are the largest files on our PCs
• PST files changed daily (in size, timestamp, etc)
• We couldn’t deploy a backup solution to our users
• We have compliance requirements that need met
• We receive over 1,500,000 messages per month (~3000
per user per month).
• We have 150GB of online storage for e-mail, with some
messages over seven years old.
• We needed to address a long term content management
challenge.
• Our clients have these same issues
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Our Own Project Goals
•
•
•
•
•
•
•
•
•
Reduce message store size by 80%
Reduced backup and recovery times for Exchange
Migrate to single Exchange environment
Centralized archive for uniform retention practices
Eliminate mailbox size restrictions
Eliminate need for PST files
Reduce end user management of mailboxes
Improve user access and the email experience
Reduced IT burden in recovering user mailbox data
Develop a body of knowledge our customers need
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Logicalis’ Email Archiving Infrastructure
Datacenter
Cincinnati
Indianapolis
Messaging
Layer
- Microsoft Exchange
- HP Intel Servers
- EMC Clariion Storage
Archiving
Layer
- EMC EmailXtender
- EMC DiskXtender
- HP Intel Servers
Archival
Storage
- EMC Centera
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Interesting Lessons Learned
• Policy decisions around e-mail aren’t trivial
• Effective messaging and rollout planning is essential
• Rollout takes real effort – perhaps the bulk of it
• Users are going through a fundamental change in how
they use e-mail
• Messaging will be a part of this eventually (example - IM)
• Microsoft’s continued evolution of messaging is a challenge
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The Operational Bottom Line
What We Spent
What We Are Saving
• Products
$165,000
• Two Helpdesk FTEs
$
140,000
• Implementation
$ 25,000
• Storage Reallocation $
50,000
• Rollout
$ 12,000
• 1 hour/week/FTE
• Maintenance
$ 15,000
$1,012,500
$1,202,500
$217,000
Net Result:
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Saving over $900,000 – first year!
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Our Email Today
• Addresses the business risk issues
• Reduces cost of supporting our enterprise
• Based on solid technology from EMC, HP and Microsoft
• Based on standards
• Affordable
• Scalable – allows for us to rapidly add users over time
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Along the way, we became Experts
Eric Linxweiler, Vice President of Consulting at Logicalis, told
TechNewsWorld that automation is a key trend because it's essential for
businesses to have a system that keeps the user experience consistent,
while meeting all the requirements for archiving without costly migrations
or limiting functionality.
"Archiving is a new concept, and its growth has been fueled by new
technologies that assist IT users in implementing this valuable strategy,"
Linxweiler said.
Linxweiler points to EMC’s Centera as an example of a groundbreaking
technology that enables corporate IT to archive their critical data without
much risk or effort.
Expect more application and technology vendors to follow suit, and as
they do customers will have increasingly flexible options across their
entire technology environment," Linxweiler said.
TechNewsWeb – “The Future of E-mail Archiving” 2005
http://www.technewsworld.com/story/46481.html
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Changing Email – The User Experience
The Old World of Email
• Email is used to pass along trivial information
• Email is used to brainstorm
• Things are put in email that would never be said face-to-face
• Flame-wars start, and are maintained
• People can spend their entire day just “doing” email
• There is huge liability with email
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The New World of Email
• Email distributes information to groups
• Focus on a document delivery tool
• Email is one of many communication tools
• Email remains a critical, but isn’t used to resolve issues where
other venues are more appropriate
• Categorization and search are critical
• Email is critical to reaching customers
• More monitoring, regulation, and hesitation
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Duke’s 13 Email Rules
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•
•
•
•
•
•
•
•
•
•
•
•
Consider the Alternatives
Avoid Unintended Reactions
Avoid Exerting Inappropriate Pressure
Be Thorough Yet Concise
Limit the Audience
Retract “Moot” Messages
Limit the Life of Time-Sensitive Messages
Use the Correct Distribution Group
Keep the Message Short
Limit Creativity
Double-Space between Paragraphs
Run Spellcheck
Include the Original Message
Source: http://www.law.duke.edu/computer/twelverules.html
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Eric’s Rules For Email
• Face to Face > Phone > Email > IM
• Sparingly use “reply all”
• Trust your staff – CYA isn’t important
• Don’t deliver bad news or reprimands via email
• Never BCC
• 100% separate work and personal email
• Spend less time with email and more time communicating
• Assume what you write will be used against you
• Never, ever, argue in email
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Where to start?
• Evaluate your present state
• Define the policies you want, as an evolution of what you
have today
• Leverage technology to automate much of the policies,
especially archiving.
• Start measuring your effectiveness
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Archiving & Compliance Projects
• Phase 1 - Assessment
– Define & Classify Data, Applications, Regulations &
Requirements
– Collect and review all policies
• Phase 2 - Plan
– Policy, Controls, Procedures, Process and Technical functions
• Phase 3 - Design
- Create a system that supports policies and operational needs
• Phase 4 – Implementation & Validation
– Integrate technologies & processes together
– Deploy systems, policies, and processes
• Phase 5 - Support
– Enforce policies, perform audits & maintain systems
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Getting started with an email archiving solution
Seek first to understand
– Define records
– Review policies & requirements
– Understand the scope of operational benefits possible
– Involve those that know compliance
– Create sub-projects for manageability
– Focus on email first
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Discussion
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Thank You