copyright © 2003 imlogic, inc. proprietary and confidential uday ghatikar, sales engineer, imlogic...
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Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
Uday Ghatikar, Sales Engineer, IMlogic
June 4, 2004
INBOXInstant Messaging Infrastructure Issues
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
Uday Ghatikar, Sales Engineer, IMlogic
June 4, 2004
INBOXInstant Messaging Infrastructure Issues
R u ready 4 IM?
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
What is IM?
The Business Case for IM
IT Challenges with IM
Recommended Strategy for IM Deployment
Case Studies
Q&A
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
What is IM?
The Business Case for IM
IT Challenges with IM
Recommended Strategy for IM Deployment
Case Studies
Q&A
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
IM 101
IM is a global network for real-time communication on the Internet
IM Network
IM Client IM Client
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
IM 101
“Status”
“BuddyList”
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
IM 101
“Alert”
“Chat”
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
IM is the World’s Fastest Growing Communications Medium
• 200 million business and consumer IM users (Yahoo)
• 84% of businesses report IM usage (Osterman)
• 2/3 of businesses without business IM plan to deploy (Osterman)
• “By 2006, IM will surpass e-mail as the preferred method of interpersonal communications” (Gartner)0
2
4
6
8
10
12
14
16
PC E-mail IM
Years to 50 Million Users
Less than 2 Years to Reach 50 Million Users
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
IM Compared to Email
Asynchronous messages
Can’t tell who is available
Store and forward
One Way Channel
Bad with multi-party
Real-time messages
Individual presence
Guaranteed Delivery
Guaranteed Response
Multi-Party Chat
Email IM
Net Net: IM Is a powerful new tool for business communication.
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
What is IM?
The Business Case for IM
IT Challenges with IM
Recommended Strategy for IM Deployment
Case Studies
Q&A
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
Essential to the Real-Time Enterprise
Employee to:
1. Employee(s)
2. Biz Associate(s)
3. Customer(s)
Application to:
1. Employee(s)
2. Biz Associate(s)
3. Customer(s)F
ire
wa
llF
ire
wa
ll
Partners, Suppliers, Vendors Customers
1111 2222 3333
Presence & Routing
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
Example: Employee Collaboration
1. Person-to-person IM session
2. Add a 3rd person
3. Start multi-party Conference
5. Share a PPT file
4. View Web cam
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
The Value of Presence and IM
• Without Presence: 4 out of 5 phone calls end up in Voice Mail systems– Presence insures that calls are placed when the remote party
is actually available to take the call• Without Presence: email systems are used for instant
communications…• “Ready to talk about the sales forecast?”• “Launch @ 12:15?”• “Is my 3pm appointment on time?”
– Presence insures that real time communications are done in real time, reducing email system loads
• Without Presence: Applications & People are disconnected…– Presence interactively and contextually connects people
with applications and data, streamlining decision making
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
Instant Messaging Usage Creates Powerful Business Benefits
• Reduce long distance calls 30% (Gartner)
• Estimated 40% reduction in email usage (Gartner)
• Estimated 15% reduction in voicemail usage (Gartner)
• 43% of IM users use fax less (Osterman Research)
• Reduced T&E, face-to-face collaboration (Microsoft)
Break Even Time for LCS Deployment
$(10,000,000)
$(5,000,000)
$-
$5,000,000
$10,000,000
$15,000,000
$20,000,000
$25,000,000
Up
fro
nt
Yea
r1
Yea
r2
Yea
r3
Based on 20,000 Seat Enterprise2-Year Payback
“Hard” ROI Only!
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
Example: Presence in a Corporate Portal- Microsoft Sharepoint
Presence in Team Site
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
Example: Real-Time Exception Handling
Process Improvement: Effective inventory Mgmt increases on-time delivery, decreases downtime
1. System Flags Exception
Supply Chain Mgmt
2. Sends IM Alert to Bob (But Bob’s Gone for the Day)
3. No Response, Routes to Mike
4. Mike’s Available (via SMS)
5. Decision made a). Responds to App b) Auto-responds to Bob
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
Example: Customer Communications Bot
Customer Relationship Improvement: Effective Reservation Mgmt increases customer loyalty and reduces costs of cancellations
1. System Flags Cancelled Flight Due to
Weather
Reservation System
2. Sends IM Alert to Mike with First alternative flights
3. Mike requests a Particular flight through
Airline Bot
4. Decision made. Airline Bot Responds with reservation change
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
Who are the Early Adopters?
FINANCE
NYSEMerrill LynchMorgan StanleyBank of America
ENERGY
Royal Dutch / ShellChevronDynegy
GOVERNMENT
National Institute of HealthUS Department of DefenseUS Department of AgricultureFreddie Mac
TECHNOLOGY
Dell Computer CorporationSonyAvaya
MEDIA / TELECOM
QwestMcGraw-Hill / S&PReutersBrittish Telecom
MANUFACTURING
Nestle PurinaTyco ElectronicsKLA Tencor
CONSUMER
EbayCharles SchwabWeb MDPC Connection
OTHER
Starwood HotelsCH RobinsonSafeway
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
What is IM?
The Business Case for IM
IT Challenges with IM
Recommended Strategy for IM Deployment
Case Studies
Q&A
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
IM Networks are Not Interoperable and Lack Standards
Enterprise IM ServersPublic IM Networks
AOL Clients
MSN Clients
Yahoo Clients
EIM ClientsProprietary Clients
Enterprise Hosted
Microsoft E2K IMMicrosoft LCSSametimeXMPP
?MSN Yahoo!AOL Reuters HubIM
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
IM is a Heterogeneous Problem
0% 20% 40% 60%
Other
Microsoft Window sMessenger
ICQ
Lotus Sametime
Yahoo! Messenger
Microsoft MSNMessenger
AOL InstantMessenger
Organizations Reporting IM Products In Use
Source: Osterman Research
“We had over 10 different forms of IM in our company. Without interoperability, we couldn’t standardize on a single network. We need to communicate with our customers and can’t control which network they use…”
-- First Vice President, Bulge-Bracket Investment Bank
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
Enterprise IT Challenges for IM
1. Complexity & Chaos“40% of firms that use IM today already have 3 or more IM networks.”
-- Osterman Research
2. Security Vulnerability“Securing Instant Messaging is one of the top 3 priorities for IT managers in 2004”
- Yankee Group3. Legal Risks“Members must also ensure that their use of instant messaging complies with applicable SEC and NASD recordkeeping requirements.”
- NASD4. IT Headaches“We tried to shut off IM and were immediately flooded with support calls. With over 50,000 employees, this was a nightmare!”
-- Andy Brown, CTO, Merrill Lynch
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
IT Headaches
Email IM
Set from corporate directory Set anonymously by employees
Controlled by IT departmentSame as service offered to
consumer IM users
Deployed as “mission-critical” app for end users
No ability to offer failover or redundancy
Calculated based on known usage metrics
Usage patterns and growth rates are unknown
Integrates with existing security and directory systems
No centralized points of integration
User Accounts
Service Level
Reliability
Scalability
Extensibility
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
Top 5 IM Security Risks
Viruses, Worms, and Malicious Code over IM
Identity Theft and Spoofing
Information Security Leaks
SPAM over IM -- SPIM
Tunneling Through Firewalls
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
Viruses, Worms & Malicious Code
• Trojan viruses that steal IM Info– Buddy lists, passwords, Log files (i.e. eFront-ICQ case)
• Trojans that steal info via IM– IP addresses, System Info, etc.
• Viruses that remotely control computer systems via IM
• Classic worms– Over 30 known IM worms today
– Uses APIs from MSN, ICQ, Yahoo, AOL, etc.
– Send files to designated “buddies”
• Blended threats”– Uses IM to find vulnerable systems and spread faster
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
IM Lacks Strong Authentication and Identity Management
• Trust AOL, MSN, and Yahoo for authentication
• No ownership of domain names (e.g., company.com)
• No federated authentication
• No identity management
• Who owns your ID?69% of IM Users have Anonymous Screen Names!
- eWeek Survey
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
IM creates a Hole for Information Security Leaks
• Files may be transferred without any surveillance
• URLs and sensitive content may be sent via IM
• No logging or auditing
• No communication boundaries
• No content filtering 36% of IM Users have sent confidential information using IM!
- eWeek Survey
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
SPIM – A Problem Coming Soon
• SPIM is COMING SOON!
• Pervasive and Growing!– Less than 10% of IM Traffic Today
– Predominately Targeted at Teenagers
– User Level Protection Better than E-mail
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
IM: Difficult to Block
AOL
Instant MessagingClients
Corporate Firewall
Default Ports Used:505051901863
…and 80
IM NetworksMSN
Yahoo!
• Designed to be easy to install by non-technical users.
• Designed to find the IM network in a variety of network configurations
• Able to use multiple access methods and ports
• Most clients can also communicate via port 80 (http)
• No standard protocols (protocols change frequently)
Engineered for Ubiquitous Access
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
What is IM?
The Business Case for IM
IT Challenges with IM
Recommended Strategy for IM Deployment
Case Studies
Q&A
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
Instant Messaging Infrastructure
Message
Database
InternalDNS Server
LDAP
IMPROXY
QUEUE
Public IM Ntwk(AOL, MSN, Y!)
Enterprise Network Internet
Public IM Clients
Ext Buddy
Archiving
AdministrationReporting
Message
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
Fail Safe, Scale & Redundancy
Message
InternalDNS Server
LDAP
IMPROXY
QUEUE
Public IM Ntwk(AOL, MSN, Y!)
Enterprise Network Internet
Public IM Clients
Ext Buddy
Archiving
Administration Reporting
QUEUE
Database 1
2
3
4
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
Internal Enterprise IM
Message
InternalDNS Server
LDAP
IM PROXY
QUEUE
Enterprise IM
MSMQMsg
Public IM Ntwk(AOL, MSN, Y!)
Enterprise Network Internet
Public IM Clients
Enterprise.Clients
Ext Buddy
Archiving
AdministrationReporting
QUEUE
Database
MSMQ
1
2
3
4
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
File
Virus Scanning and Spam Control
Archiving
IM MgrData Store
IMPROXY
QUEUE
Public IM Clients
Public IM Ntwk(AOL, MSN, Y!)
Ext Buddy
Enterprise Network InternetDMZ
LDAP
Administration Reporting
InternalDNS Server
File SpamSpam ScanVirus scan
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
3 Phase Enterprise IM Strategy
PHASE 3
Deployed Enterprise IM
Productivity &Business Applications
Management &Control
PHASE 1
PHASE 2
’03 EnterpriseAdoption
’03 Early traction ‘04 Deployments
‘04 Traction and Deployments
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
IM Server
IM MgmtSystem
Phase 1 Infrastructure
•Policy Mgmt•Security•Compliance•Reporting
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
IM System
InteropGateways
Phase 2 Infrastructure: Interoperability with IM Gateways
•Single-Sign On•Interoperability•Protocol Translation•Directory Mapping
B2CCommunicationDistributed B2B
CommunicationCentralized
B2B
SIP / XMPP
Migrating to Order from Chaos!
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
IM Server
Phase 3 Infrastructure: IM Application Systems
SIP / XMPP
ERP App Server
CRM
IM ApplicationSystem
•Presence Enable Applications•Launch IM Conversations•Real-Time Alerts•Smart IM and “BOTS”
IM MgmtSystem
B2CB2bB2B
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
What is IM?
The Business Case for IM
IT Challenges with IM
Recommended Strategy for IM Deployment
Case Studies
Q&A
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
Customer Case Study: Merrill Lynch
• Satisfy Compliance Requirements for over 80,000 users– Log messages for AOL, MSN, Yahoo, Exchange IM– Compliance workflow tool and reviewer access permissions– Export to existing email compliance and archiving tools
• Address IM Security Vulnerabilities– Block file transfers– Enforce registration of public IM screen names – Control access based on custom LDAP groups
• Deploy Scalable Enterprise-Class IM Infrastructure– Contractual technical support from IM network providers – No client configuration and integration with custom LDAP– No message loss with fault-tolerance and redundancy
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
Customer Case Study: Thomson Financial
Presence informationfor all investment professionals using Thomson One application
One-Click IM Conversations with “Smart”
Content!
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
What is IM?
The Business Case for IM
IT Challenges with IM
Recommended Strategy for IM Deployment
Case Studies
Q&A
Copyright © 2003 IMlogic, Inc. Proprietary and Confidential
Conclusion and QA
• IM and Presence are Strategic Assets
• Enterprises Need a Comprehensive Strategy for Deploying IM
• Businesses that Embrace IM for Competitive Advantage will Capture Real ROI
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