EBRC at the Heart of FinTech by EBRC

Nr 134 bis Special Edition January 2016

EBRC AT THE HEART OF FINTECH

EDITUS, INTECH AND EBRC REINVENT THE CUSTOMER EXPERIENCE WITH BEACONS

EBRC... 0 MINUTE OF DOWNTIME IN 15 YEARS!

GARTNER-EBRC : AN OVERVIEW OF CLOUD COMPUTING

SOC-AS-A-SERVICE RESPOND TO ATTACKS AND ANTICIPATE RISKS

“Professional of the Financial Sector, EBRC is a Trusted Partner delivering ICT Managed Services to the financial sector and in compliance with all the standards related to the management of sensitive information as defined by the financial services regulator, the CSSF (Commission de Surveillance du Secteur Financier, Luxembourg).” CIO of a large European Insurance Company

e-Business “EBRC One-Stop-Shop “Trusted Services Europe” give e-Business institutions clear security. EBRC provides us the guarantees for providing solutions, hosting, set-up and management of the whole infrastructure backed up with PCI DSS Level1, ISO 27001, ISO 20000, ISO 9001 certifications.” CEO of a German e-Payment company, active in the European market

From July 2000 to 2015 : 15 years already! A beautiful adventure: EBRC, with a turnover of 58 million euros, 280 clients, 180 employees, more than 60 awards and certifications, and double-digit growth average... 2015 is the year EBRC will achieve an annual growth rate of 20%. We created EBRC from scratch, with our skills, our clients, our partners and the continued confidence of our shareholder. We did all this while experiencing four major global crises that heavily affected our sector. 15 years...At the heart of our activity, our data centre services have been online for 15 years without a single second of interrupted service. We’ve chosen a path of high quality and constant availability and now export this expertise internationally. For our managed services, this represents 15 years of innovation now enabling us to take care of the operations of 30 e-payment and FinTech players and to invest in new expertise in the FinTech area.

Gaming

With our security services, we now partner with key international players.

“If you aim to develop in the European market, EBRC is the Data Centre partner of choice able to offer the most secure and stable environment, availability, low-latency connectivity, scalability and high bandwidth, crucial criteria to deliver the best gaming experience those players worldwide are looking for.”

15 years, the great adventure continues… Our aim is to double by 2020 through organic growth, innovation, developing new markets and international connections, acquisitions or joint ventures, double our customer base, our turnover, and the size of our staff. 2000 was just yesterday. 2020 is tomorrow. We have five years to continue our international expansion and to become an indisputable European reference for the management of sensitive information.

Testimonial of a major gaming company, located in Seattle (USA)

BioTech & Health

“EBRC TrustedCloudEurope is a very innovating, open, easy and reliable method of access for all the healthcare stakeholders. EBRC proves its TrustedCloudEurope solution is secure for the most sensitive information (biological samples data, DNA, patients records, etc.)”

Yves Reding, CEO, EBRC

Eurocloud Europe jury, Best Use Case of Cloud Services for the Public Sector, Paris

BUSINESS

CONTENTS

Banking & Finance

EDITO

Discover our solutions for your industry

EBRC... 0 MINUTE of downtime in 15 YEARS ! 4

Innovation “All startups have a common objective to make the ideas meet the market quickly. With EBRC TrustedCloudFactory, they are able to automate the full life cycle in only a few weeks. TrustedcloudFactory allows the deployment of a customised PaaS, dedicated to their needs and based on standard tools, process and infrastructure.” CIO of a Car-Sharing startup, active in the German market and targeting a pan-European development

EBRC.com 5, rue Eugène Ruppert • L-2453 Luxembourg G.D. Luxembourg • Phone +352 26 06 1 • Email : info@EBRC.com

Responsible editor : Alain de Fooz 24 avenue d’Overhem 1180 Brussel alain@solutions-magazine.com tel. +32 (0)2 374 17 55 Prepared by : Olivier De Doncker Nora Eeckels Nicolas Joannes Jacques La Rou Catherine Lenoir Jean-Claude Quintart Web Sales Manager : Audrey de Fooz Photograph : Bénédicte Maindiaux Advertisement : Prospective Media sprl Françoise Alix tel. +32 (0)10 65 28 82 fax +32 (0)10 65 28 82 francoise.alix@prospective-media.be Lay Out & Production : Pierre Bertaux scspbtx@gmail.com Printing : C•DeSIGN Editorial, Administration, Sales and Subscriptions : 24 avenue d’Overhem 1180 Bruxelles tel.+32 (0)2 374 17 55 fax +32 (0)2 374 88 09

CERTIFICATION RESILIENCE a part of EBRC’s DNA 6

CLOUD COMPUTING ISO/CEI 27018 for EBRC, OBVIOUSLY ! 8

BEST PRACTICES GARTNER-EBRC : an overview of CLOUD COMPUTING 10

E-PAYMENT EBRC at the heart of FINTECH 12

INTERNET OF THINGS EDITUS, INTECH and EBRC reinvent THE CUSTOMER EXPERIENCE with BEACONS 14

TECHNOLOGY EBRC CLOUD STORAGE V2 in the FINAL stages! 16

SECURITY SOC-as-a-SERVICE 18

FOCUS OBJECTWAY leverages EBRC’S MULTIPLE SKILLS 19

BUSINESS

EBRC... 0 MINUTE of «downtime» in 15 YEARS ! Fifteen years, from start-up to centre of excellence for sensitive information in Europe. How? By focusing on quality and excellence.

n emergency centre for the booming banking sector. At the end of June 2000, eBRC e-Business Recovery Centre -launched its activities and signed its first client: a large banking institution. POST Telecom (back then ‘Entreprises des Postes et Télé-communications’) entered the ownership structure in July 2000 with 40% of the capitalisation, the other shareholders were private. The aim, then, was to secure the financial centre by offering emergency solutions to the banking sector; by implementing robust resilience programs for their critical services. That was fifteen years ago. Fundamentally, the mission of EBRC - managing sensitive information - has not changed. However, it has been substantially refined and extended. ‘Today, in an increasingly uncertain world, our ambition is bigger: we want to become the centre of excellence for sensitive information in Europe’, says Yves Reding, CEO and founder of EBRC. How? By focusing on quality and excellence, and by always being a step ahead of the market by developing a unique, integrated and certified ‘one-stop-shop’ offer. Flashback to June 2000 At the time, only IT giants dominated the field. A difficult playing field but this was what our company located at Cloche d’Or set its mind to do: face the competition by doing better and investing in agility, and it would succeed. The stakes, indeed, were high: Luxembourg - second place worldwide in terms of investment funds - occupied a sensitive position.

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2001 was a dark year. After the dotcom bubble burst and the systemic shock after 9/11. The world changed and the risks increased. The economy was at a standstill but fortunately, the principles of continuity and resilience were starting to make more sense than ever. Slowly but steadily. Meanwhile, EBRC had to stay the course, its motto: anticipate. ‘Beyond developing the first emergency centre, we turned to advisory services regarding the continuity of service and security of information. We did so by raising the bar. We used excellence to distinguish ourselves, and excellence to survive’, adds the CEO. In September 2004, EBRC received the most demanding PFS (Professionals of the Financial Sector) certification, as ‘operator of computer systems’. In Luxembourg, it is only the fourth ICT player to receive it. ‘During this first maturation period of the company, we opened our second data centre - a Tier III + according to Hitec -, broadening and expanding our offer in services to better meet the growing needs of our clients.’ EBRC then develops its IT outsourcing offer and welcomes its first foreign client, a Scandinavian banking group. ‘In 2005, we were entrusted with IT security under the Luxembourg presidency of the European Union. On this occasion, we implemented our first Security Operations Centre for our client in the financial sector. This service has since been integrated into our Trusted Managed Services.’

The best kept secret in Europe! That year, a huge project emerged. The Belgian-French banking group Dexia was planning to unite its IT branch in a separate entity in Luxembourg. ‘EBRC is called upon to lead the project. A real challenge, adds Yves Reding. All of it has to respond to the principle 2 × (n + 1) i.e. an exceptional level of availability, never before seen in Europe. The specialists had a shocked look in their eyes. Some call us crazy. But in reality, we were only anticipating!’ In 2006, the Resilience Centre West opened in Windhof, built and launched in only nine short months and anticipating the requirements of a Tier IV certification that did not yet exist. Later, the centre is one of the two first to receive a Tier IV certification in Europe. In 2008, EBRC was granted for ‘Best Data Centre Operator in Europe’ award in London, followed by the ‘Best Managed Services Provider’ and ‘Best Risk Mitigation Service Provider’ awards in 2009, which highlighted the quality of its offer to international financial players. Other international awards followed soon after. The specialised Anglo-Saxon press even called EBRC ‘The best kept secret in Europe’! After the dotcom bubble burst and the 2001 economic crisis after 9/11, 2008 is the third major crisis, a global financial crisis, followed shortly by a fourth, the monetary crisis. Given the quality of our client portfolio, and despite our significant exposure to the banking and financial sector, we have not lost a single client, likes to point Yves Reding.

The key to success: high quality services for top-level clients.’ Always anticipate Without any doubt, EBRC is today among the largest energy consumers in Luxembourg. Therefore, it is proud to say it runs on 100% green energy. ‘At EBRC, we do not gorge on fossil resources. Our energy is sourced from wind power or hydraulics, enabling our clients to save more than 10000 tonnes of CO2. Migrating to EBRC means drastically reducing your carbon footprint.’ This commitment was further reinforced in September 2012 with the opening of the third TIER IV certified data centre in Betzdorf. EBRC thus became the ‘European Business Reliance Centre’. At another level, EBRC contributes to the development of the ISO 27018 standard via its role as founding member of the EUDCA (European Data Centre Association), thereby integrating best practices for the management of information and personal data in the Cloud. It anticipates among other things the future European directive on this subject, which is currently being negotiated. Management of sensitive information Today, the financial sector represents about 50% of EBRC client portfolio. The company, which positions itself as a reference in the management of sensitive information, has to meet new challenges. ‘Throughout the entire IT service chain, we respond to the needs of players in healthcare, for whom patient information is extremely sensitive, in e-commerce, critical industry, European and international institutions, the

media, large law firms and e-Payment. All Luxembourg businesses in that last segment are managed or operated by our IT teams in our data centres!’ EBRC is still experiencing double-digit growth on average. With a 200 million euro guaranteed business turnover for the next years, the company confidently looks at the future while nourishing its ambitions. ‘We are always evolving as a company’ says Yves Reding. EBRC sets up shop throughout the entire value chain. Besides its data centre services, EBRC is a provider of fully managed IT services with agility and client proximity as its constant focus. The market responded right away. In four years, the Managed Services activity has more than quadrupled; in two years, the consulting business has doubled. Faced with businesses which work in a cascading manner, EBRC itself has integrated the whole process. This is, moreover, why certifications are so important. The company was the first in Luxembourg to get the ISO 27001 certification in 2010 after a process that took six months to complete. ‘Today, says Yves Reding, we can make a project operational by starting from an idea, from a white sheet of paper, and we can do so in record time. We demonstrated this through FLASHiZ, CiteeCar and Wega. This unique business model is what distinguishes us from our competitors, even internationally.’ Growth will come from outside

by reinforcing its physical presence in France. Therefore, EBRC supported a large French bank in obtaining the Tier IV certification for its data centre, the first of its kind in France. The company won an important project where it had to assist in the implementation of a project for a French university famous for its Nobel laureates. EBRC wants to become a European player. ‘We are looking for partners to unlock the principle of a Trusted Cloud Europe. We want to export Luxembourg’s expertise. Thereby contributing to the promotion of a European network of data centres with Tier IV certification.’ EBRC is the only service provider to have three data centres with Tier IV Design certification (15 000m2), two of which are also Tier IV Fault-Tolerant Constructed Facility certified (10 000m2) and intends to be a driving force in the emergence of a European network of clouds of extreme quality, focused on critical clients and in line with EU requirements for data protection. Everything is in place now. The latest international awards received by EBRC, the ‘Brill award for efficient IT, Facilities Management EMEA Data Center’ awarded by the Uptime Institute and ‘Cloud Service Provider of the Year 2015’ awarded by DataCloud Europe 2015 (Monaco), confirm our strategy. ‘Promoting ‘Made in Luxembourg’ quality and security at an international level is part of our DNA. We are in the starting blocks for a new quantum leap’, concludes Yves Reding.

Growth will come from outside. EBRC now intends to go beyond the borders of Luxembourg, among other things Soluxions Special Edition 132 bis

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CERTIFICATION

RESILIENCE a part of EBRC’s DNA More than 500 continuity tests and still going! Since the year 2000, EBRC has established itself as a leading player in the field of resilience. ith more than five hundred continuity tests, EBRC has been a reference in terms of resilience since the creation of the company in 2000. EBRC not only manages the IT systems of its clients, but also their infrastructure in its data centres with Tier IV Design and Tier IV Fault-Tolerant Constructed Facility certifications and even offers hundreds of fall-back positions within the framework of the DRP (Disaster Recovery Plan). Resilience describes the ability to cope with a problem in a manner that is not only effective, but also likely to improve the ability to respond later on. It is no longer sufficient to limit yourself to an exit strategy, based on an action plan and your processes. EBRC extends the principle of continuity with an analytical component: BCMS (Business Continuity Management System), a holistic process which identifies the potential threats to an organisation and the impacts on its professional and IT operations. For EBRC, crisis management has to be part of a System for the Management of the [6]

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Continuity of Activity (SMCA) which is in line with the ISO 22301 standard. For a client, it is about being able to face any service interruption that could potentially turn into a major crisis and so about continuing its critical activities, but also protecting its employees, its reputation and its competitive edge. While most incidents are minor, their consequences can be serious for an organisation. The System for the Management of the Continuity of Activity perfectly meets this requirement. Continuity in a holistic process ‘Even if there is a tendency to look at the continuity of operations from a technological perspective, it is important to consider the SMCA in a more global manner, with the rationale being to control operational risks related to businesses processes, explains Christophe Ruppert, manager of the Risk & Business Advisory department at EBRC. Therefore, the management of business continuity becomes a differentiating element in the market. Any organisation thus improves its mastery of the environment in which it operates: - protection of people - crisis response - maintenance of its critical activities - better understanding of its organisation - cost reduction - compliance with its partners - protection of its image and repu-

tation - customer confidence - competitive advantage - legal, regulatory and contractual compliance’.

project (System for the Management of Activity Continuity) are thus engaged in a process of continuous improvement with a framework reference that meets a whole set of requirements.

According to several studies, including those of Gartner and Marsh, the main challenges for developing business continuity in organisations is a lack of understanding, difficulty prioritising, or gaps between allocated and required resources. The ‘levers’ to use to remedy this problem are still best practices, feedback and regulatory compliance.

In this context, EBRC is a partner for its clients in the management of business continuity. Last year, the company headquartered at Cloche d’Or has launched a service to support clients in advisory mode; now it develops train-

EBRC proposes an approach meeting the ISO 22301 standard which implements and converts the principles of BCM (Business Continuity Management) for the activity of any organisation. Ultimately, EBRC is becoming one of the few players in Luxembourg to offer control of the entire value chain in terms of Business Continuity Management: from the analysis of the causes and consequences following a major disaster, to recovery, continuity and restoration of critical activities for its clients. Helping understand resilience The ISO 22301 standard gives a structure to a global comprehension approach internally (the market and contractual obligations) as well as externally (regulatory, legal, standards). Companies that adopt an SMCA

Business continuity management is part of a continuous process: we maintain it on behalf of our clients and we constantly improve it.

ings programs resulting in actual certifications with its Business ICT partner. The goal: helping clients understand resilience, implementing it and including it in a process of permanent improvement. In fact, resilience is built up; it has its life cycle, from design to implementation, moving through several iterations. Even if it touches on all assets of the company, the human factor is the most sensitive. Without an engaged team, taking action is impossible. We must be able to communicate, to make people understand the strategy of the company so that everyone unites all around a single project. Philippe Dann concludes: ‘Resilience will be efficient only if the company is considered within its economic environment; it is a link in the chain of the ecosystem.’ Continuity ‘as-a-service’... As a centre of excellence in the management of sensitive data in Europe, EBRC also offers its expertise as a service. Through BCM-as-a-Service, EBRC continuously plans, establishes, implements, monitors, reviews, maintains and improves the management system of its clients. ‘We take on the role of Business Continuity Manager for our clients who do not necessarily have the resources to ensure the management of their business continuity themselves, explains Chris-

tophe Ruppert. In doing so, Business Continuity Management becomes part of an ongoing process: we maintain it on behalf of our clients and we’re constantly improving it.’ Another aspect of it is the certifying ISO 22301 training program (in partnership with Business ICT). ‘This solution meets a real need, explains Christophe Ruppert. Companies are being increasingly called upon to comply with the regulatory front, while at the same time being asked to be ever more competitive.’ Our offer has three facets: Foundation, Lead Implementor and Lead Auditor. ‘It is important to recognise the role of managing business continuity, concludes Christophe Ruppert. It has never been so crucial, thus the demand is very strong. And we are constantly looking for specialists to help our clients meet this never-ending challenge.’

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CLOUD COMPUTING

ISO/CEI 27018 for EBRC OBVIOUSLY ! ISO/CEI 27018, an obvious choice for a specialist in the management of sensitive information. BRC naturally adopted the best practices for the protection of personal data in its cloud. computing services. ‘Yesterday, businesses chose their service provider based on their infrastructure; today they are more sensitive to security criteria as a whole. This is a proof of maturity, analyses Philippe Dann, Head of Risk & Business Advisory Services for EBRC. It reassures us. And confirms our strategy.’ This standard represents a major progress for the security control of cloud services. It relies primarily on the ISO / CEI 17788 standard regarding the framework and vocabulary of cloud computing, 27002 regarding the best practices for information security and 29100 regarding the framework for protection of privacy. Specifically, ISO/CEI 27018 addresses the specificities related to the cloud sector. According to this methodology, three sources need to be considered to verify the safety requirements: - the legal, regulatory and contractual environment;; - the risk assessment; - the internal references of the business. As a real tool for co-regulation between the players of the cloud sector and the regulatory authorities, ISO/CEI [8]

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27018 allows organisations to respond to the current changes in the legal and regulatory framework in Europe. It also internationally improves the means for protection. ‘Never lose sight of the fact that a business that uses a cloud service remains responsible for data processing: this means that it must ensure that its service provider will allow it to meet its obligations under the law, particularly in terms of personal information, data transfer and data security ... Is this currently the case?’ Asking this questions means you have to answer it. This is why EBRC invests in standards, the only real tangible indicator for compliance. This is transparency for the client’s benefit. Obviously, this standardisation has a cost. ‘Being audited requires a lot of resources. Fortunately, as we can see in the number of tenders, the market has taken to this principle. We noticed that service providers can no longer stick to simply making claims, at least in the kinds of projects we are targeting.’ And even though other standards do exist, EBRC favours the most important internationally recognised variant. ‘The ISO is a universal language, it is included in the different reference materials, says Philippe Dann. Therefore, we are always trying to

adopt them as quickly as possible. We want to remain a pioneer. When a prospect compares two managed services, knowing that one is ISO certified can only be reassuring!’ For the ISO, the subcontractor responsible for processing personal data on behalf of a data controller has to be able to prove its level of safety and compliance; it also has to provide the means to protect the people concerned by the data and enable them to exercise their rights. This is why the ISO published the first three standards that are completely about cloud computing. While the two first standards (ISO / CEI 17788 and ISO / CEI 17789) attempt to ‘clarify the definition of cloud’ and to ‘define the functional architecture’, ISO/ CEI 27018 enhances the security controls of ISO/CEI 27001 (Management of the security of information) to maximise the protection of personal data; it guarantees transparency and allows public cloud providers to comply with their regulatory obligations. ‘At EBRC, this means there is no subcontractor in the information chain and we are in complete control. This implies a better ability to manage risks. We do not have to audit prospective suppliers because we do not use an outsourcing cascade: we are the only captain - and the only ones responsible for what happens on this ship.’ Philippe Dann recommends that

companies take the time to properly evaluate potential service providers before signing up. ‘Compare them based on tangible factors, by business area, by sector; compare them on the basis of a strict set of criteria. Tell yourself that even if you can access any service provider quickly through the cloud, you should choose a partner for the long run. As easy as it is to enter the cloud, it can be difficult to get out of it again!’

public networks, storage on portable media and appropriate processes for data recovery. In addition, the standard ensures that all people, including our own employees who handle personally identifiable information, are subject to an obligation of confidentiality.

ISO/CEI 27018 in practice Adhering to the ISO/CEI 27018 standard allows you to ensure the data ownership in several ways, EBRC ‘only processes personally identifiable information according to the instructions provided by its clients’. We ‘guarantee transparency regarding the return, transfer and deletion of personal information stored in our data centres’ by allowing clients to know where we store their data in the data centres, what are the names of the companies that may require access to the data, informing them about any unauthorised access to personally identifiable information and about any access requests to their private data by sovereign countries. ISO/CEI 27018 also ensures that there are predetermined restrictions on the way we treat personally identifiable information, including the transmission over

The EUDCA played an active part in the development of ISO 27018 The European Data Centre Association, of which EBRC is one of the founding members, is an association that defends the interests of clients of service providers in the data centre industry. The EUDCA, which is unapologetically European, wants to unite all countries of the continent. The association aims at promoting awareness, among political authorities or any other stakeholders, of a European vision for IT. In April 2013, the EUDCA was admitted to the ISO as an external contributor to the working group ‘ISO / CEI JTC 1 / SC 27 WG5, Identity Management, Privacy Technology, and Biometric’ and especially the new ISO/CEI 27018

standard. The latter defines the measures to be implemented to ensure the security of private data hosted in a public cloud: when a client puts his private data in the cloud, what measures can he demand of his service provider to ensure that best practices in terms of security are adhered to and that his data are securely stored? EBRC, through its foundational role within the EUDCA, has closely followed the development of the ISO 27018 standard.

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BEST PRACTICES

GARTNER-EBRC : an overview of CLOUD COMPUTING What hasn’t already been said about cloud computing? It’s time to dispel the myths and correct the misconceptions...

e curious about your cloud providers! Analyse the service offerings and the actual guarantees. Ask them to see their infrastructure... you’ll be surprised. The cloud is an integrated service offer: come visit our data centres, let us present our employees and talk about our shareholder structure and our continued investments ... Come and meet us!’ This invitation by Jean-François Hugon, Head of Marketing at EBRC, is far from being trivial. Cloud computing still suffers from wide misconceptions and myths. Of course many projects have failed. Often due to the lack of a business case, but also to a lack of vision or follow-through. Or due to misunderstandings and claims like ‘Having virtualised the essential parts of the servers is the same as using the cloud’... In short, ‘cloud washing’ is a reality: on one hand, we have blissful technophilia; on the other hand, proud conservatism... ‘Everyone has their own definition of cloud computing! If you ask ten companies, you will have ten explanations, ten different statements...Which is not at all useful for the market! Fortunately, there is a converging trend towards a standardised definition’, notes Gartner. As a worldwide leader in consulting and research, Gartner looks at taboos and demystifies the cloud in its webinar ‘The Top 10 Cloud Myths’. In its ‘Hype-Cycle’, Gartner sees IaaS cloud computing at the end of a period of disillusionment. That is good news, because it proves that the technology is mature. Whichever approach may have been chosen - launching a massive transformation plan with a migration of existing applications or, alternatively,

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using cloud platforms only for new projects and letting their usage scope grow gradually - the early adopters are now in a much more comfortable position than they were in two years ago. The productivity gains, even though they took longer than expected, are finally here. ‘Through our work, we can demonstrate the efficiency and profitability of

... having virtualised the essential parts of the servers is the same as using the cloud...

cloud computing today and remove the remaining security concerns, adds JeanFrançois Hugon. While we position ourselves as the European specialist in the management of sensitive information, we can demonstrate the relevance of our solutions within our Trusted Cloud Europe: business alignment, standardisation and flexibility are now among the main benefits of such an approach; they go far beyond a direct financial gain and reposition IT at the heart of the business strategy.’ Gartner’s vision coincides with that of EBRC. For several years the two companies have now been collaborating to decrypt market expectations, identify trends in the making, structure and benchmark the offers. For us, this is the surest way to aim accurately, to quickly respond to our clients’ expectations and even to anticipate them!

The 10 myths that confuse, restrict innovation and slow the adoption of cloud Myth 1: The cloud reduces costs Yes, this is one of its strengths. But that is not the most important one. ‘Our clients talk about a benefit that is far more important: agility, explains JeanFrançois Hugon. Agility enables them to be reactive and even proactive. And in our economy, this is a tremendous asset you can use to outrun your competitors, and to gain market share’. Yes, the cloud is about money. But indirectly: ‘the cloud brings you a level of quality and safety which is in most cases much higher than what a single company could claim to achieve with its own standalone infrastructure!’

Myth 2: To be good, be in the cloud Gartner analysts largely equate this vision to ‘cloud washing’. In practice, it results in the presence of the cloud in all kinds of projects and strategies ... to the point where it could suggest that for something to be good, it has to be in the cloud! “The placebo effect of the cloud as a universal treatment for all the ailments of a company has its limits,” says Jean-François Hugon. Specifically, putting everything into the cloud means nothing. First, think about your business and the way you run it today, the best way to do so... and then decide!’

Myth 3: The cloud should be used for everything This myth stems from the preceding one, a vision of the cloud as a one-size-fits-all. In reality, even if the cloud can be necessary in many cases, not all applications and not all workloads benefit from it. The cloud’s ability to cut costs should be the

focus. If it is not proven to apply to a legacy application, there is no reason to migrate to the cloud. ‘Not everything has to be moved to the cloud, far from it. Focus on your analysis, and on your strategy; do not force anything, proceed step-by-step. ‘

Myth 4: ‘The boss said’ is a cloud strategy Gartner analysts have found that many businesses do not have a cloud strategy, or at the very least that it simply boils down to the preference of the CEO. Which is not a strategy! A cloud strategy begins with identifying business objectives, and mapping the potential benefits and drawbacks. ‘The cloud should be thought of as a means to an end ... that has been clearly specified, explains Jean-François Hugon. Again, not everything can be migrated to the cloud!’

cloud have tarnished its image. But it would be unfortunate to draw hasty conclusions... ‘At EBRC, we defined our Trusted Cloud Europe in 2011, allowing us to manage sensitive information and support critical applications. This specificity serves a demanding market that wants to combine the benefits of the cloud with high-level safety requirements. Our contract specification includes requirements and criteria specific to the expectations of our ecosystem, which is unique in Europe and attracts the most demanding clients, reports JeanFrançois Hugon. As a specialist in the management of sensitive information, we know from experience that the security level of our Trusted Cloud Europe is natively much higher than onsite infrastructure; our clients are fully aware of this and we offer strong guarantees! ‘

Myth 5:

Myth 7:

We need ‘one’ cloud strategy or ‘one’ cloud provider

The cloud is not for ‘missioncritical’ uses

There is no single cloud, there are several clouds. It is a diverse and varied ecosystem. In general, cloud computing is not something one-dimensional and set in stone; it has to be considered in all its diversity. It is this diversity that creates its wealth. Cloud services come in different levels (SaaS, IaaS, PaaS), models, scopes and applications. ‘Rather than seeking to standardise around a single offer or strategy, a cloud strategy has to align with the goals of the business and the expected benefits, says Gartner.

At its beginnings, the cloud was adopted for specific uses that were not ‘mission-critical’. Today, in all markets, we approach 30% of critical data, according to Gartner. Companies like Netflix, for example, operate fully in the cloud. They are essentially wholly ‘mission-critical’. ‘At EBRC, we estimate that 80% of workloads in our Trusted Cloud Europe are ‘mission-critical’, adds Jean-François Hugon. And that is without including businesses born in the cloud, which naturally execute their business entirely in the cloud without any concerns!’

Myth 6: The cloud is less secure than on-site infrastructure

Myth 8:

Often, the cloud is perceived as less secure. This is an unfounded misconception. Indeed, unfortunate security flaws in the public

A cloud strategy does not necessarily imply a data centre strategy, and it does not require fully embracing data centres for

Cloud = Data Centre

the migration into the cloud. Even if many applications and workloads can migrate to the cloud, it is not true for all applications and all workloads. As for the modernisation or outsourcing of a data centre, these terms are not synonymous with the cloud. ‘Mix and match! Proceed in separate stages, at your own pace. There is a clear trend towards ‘hybridisation’, underlines JeanFrançois Hugon.

Myth 9: Migrating to the cloud means that the characteristics of the cloud are automatically acquired. The cloud’s attributes are not transitive. An application ‘hosted in the cloud’ is not a cloud service... The results are not the same. As for the characteristics of the cloud, they are not inherited automatically, especially if an application is placed at the lowest level, SaaS! ‘Don’t think that it is sufficient to migrate to the cloud. The transition requires a transformation project. Identify the benefits, the expected benefits. Above all, accept to rethink your processes. In short, it’s not enough to use the cloud as an add-on!’

Myth 10: Virtualisation = private cloud Even if virtualisation is commonly related to the technologies of cloud computing, it is only a component of the functional richness of the cloud. Using virtualisation is not synonymous with using the cloud. ‘Think beyond the virtualisation phase, aim at a digital transformation, suggests Jean-François Hugon. Our clients often begin with a PoC (Proof of Concept), which is enough to convince them. Test, experiment. We invite all our clients to do that! ‘ Soluxions Special Edition 132 bis

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E-PAYMENT

EBRC at the heart of FINTECH Finance, again and again. The sector remains a key component for EBRC, despite the increased diversification of its client portfolio (eHealth & Biotech, industry, institutions, law firms, insurance, etc.), in addition to the large national and international financial institutions, it now includes thirty Fintech companies.

trengthened by its knowledge of the financial sector - which on its own represents almost half of total GDP in Luxembourg in 2015 - EBRC never stopped reinforcing its skills in this area in 15 years. In this context, the PCI DSS 3.0 certification - the latest and most advanced - has symbolic value. In the new environment of e-Payment, EBRC intends to position itself not only as a provider of high value-added services, but also as a trusted operator (ISO 27001, ISO 20000, ISO 9001, PCI DSS Level 1, etc.) on its own. ‘Our development is in line with the government’s Digital Lëtzebuerg strategy’, explains Yves Reding, CEO of EBRC. In fact, the government clearly defined Fintech as a priority. The country already has the necessary attractiveness for the creation of a Fintech hub, thanks to its location at the centre of Europe, its IT infrastructure (international connectivity, high-end data centres) and the existence of essential factors needed for a Fintech ecosystem (large financial centre, regulatory

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authorities open to innovation, government support, a dynamic business environment...). ‘Let’s be clear: Luxembourg does not have the size to compete with Silicon Valley or London. But we clearly do have factors of differentiation. It is up to us to highlight our strengths, namely the flexibility of the country to approve certain applications faster, to deliver financial and banking licenses to new players. The small size of the country enables us to react faster. We have already attracted a wide range of players. And this is just the start, we can bring in many more!’ The time is right. While financial institutions have exploited the same stable and profitable business models for decades, they are now confronted with innovators and disruptive players, says Yves Reding. ‘We are at a decisive moment of the evolution of the financial sector, crucial for the attractiveness of our services and our future competitiveness. A development that can very rapidly take on the traits of a true revolution of the traditional banking model.’ Interbank transfers are also impacted by technologies such as the Ripple protocol that is based on BlockChain technology and aims at replacing payment mechanisms between banks, which are sometimes inefficient. These technologies raise many questions at the technological level, but also in terms of KYC (Know Your Customers), AML (Anti-Money Laundering) and customer experience. At another level, we now see the first intrusions of Bitcoin in traditional banking institutions, notes Yves Reding. ‘Some banks are thinking about the

use of the technology that generates Bitcoins to rethink their activities, including managing the currency market. Be it Bitcoin or any other digital currency among the two hundred we noticed. Let’s focus on their main advantage: allowing the disintermediation and creating peer-to-peer distribution channels for domestic and international payments ... EBRC is working on it and will soon announce different projects with international players.’ Other disruptive phenomena deserve our attention as well: crowdfunding, peer-to-peer lending which facilitates credit sourcing outside the traditional banking system by connecting consumers and small companies directly with potential investors, but also Merchant Cash Advance which offers an advance payment to a company and is reimbursed by connecting a processor on the card readers. And there are of course the new - essentially mobile payment systems by PayPal and Apple, to name but a few of them. We also see that some social networks are getting into payments executed by inserting a ‘buy’ button on their sites. This is the case of Twitter and Facebook. Yves Reding concludes: ‘We have a role to play in accompanying our clients, of course, but above all a great opportunity to seize in order to attract new ones to Luxembourg by offering, in addition to infrastructures of the highest grade, the expertise and guarantees needed to operate in their place, not to mention the knowledge - especially through InTech, another subsidiary of POST Luxembourg, to design and develop technologies that will support new business models. This ambition fits perfectly with our mission: the management and protection of sensitive information.’

The PCI DSS 3.0 standard allows EBRC to present itself as a trusted operator for the e-payment sector The PCI DSS 3.0 (Payment Card Industry Data Security Standard) for transactions calls to rethink the conditions of collaboration between e-commerce companies and external providers or partners who have access to their networks. Recall that PCI DSS is a comprehensive set of regulations established by American Express, Discover Financial Services, JCB International, MasterCard Worldwide and Visa Inc. International which aims at enhancing the security of payment data. This international standard was developed to promote the adoption of widespread and consistent - physical and logical - security measures relating to IT systems that capture, transport, store and process credit

card data. The control points relate to IT techniques but also to procedures and organisational controls of these systems to ensure the security of data (card number, date of expiry, security code, etc.) In Luxembourg, EBRC is one of two PCI-DSS certified service providers, and has been since May 2010.

standard requires the responsibilities of each stakeholder to be made clear. While all providers of IT services for retail chains share the responsibility regarding safety rules, it is the retailer who is ultimately responsible, more so than his service providers. EBRC believes it can take a step forward in this area by becoming an operator for its major clients.

All companies that need to process credit card payment data are called upon to explore ways and security measures that they can apply to ensure their compliance. More importantly, these new regulations call for a re-examination of the conditions for collaboration between the various stakeholders. The new PCI DSS 3.0

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INTERNET OF THINGS

EDITUS, INTECH and EBRC reinvent THE CUSTOMER EXPERIENCE with BEACONS By integrating beacons into their point of sale, retailers can access new sources of high-value data..

nowing your customers to better serve them, is the ambition of all businesses, particularly commercial retailers. As a micro-geolocation technology that works indoors, Beacons offer great development opportunities at points of sale, by favouring engagement and brand preference. Editus, leader in the Luxembourg market in local search, has partnered with InTech, a consulting company and expert in technology and IT systems, and EBRC, to test a new service for its customers. First, discount coupons... In Luxembourg, one out of two people regularly uses discount coupons at least once a month. The use of coupons pushes 78% of users to visit a store and most of them use them for their everyday purchases*. It is only natural that Editus therefore decided, in order to accompany its users on a daily basis, to launch a booklet of discount coupons usable in the entire country. To best approach today’s users, the booklet is available both in paper (in the printed telephone directory by Editus) and digitally, on a dedicated website (www.coupons-reductions.com).

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The aim is to move towards an optimised online version since consumer habits are turning more and more towards digital and Editus would like to be a pioneer in that field. Thinking about a way of adapting this coupon booklet on mobile devices (over 40% of Editus’ audience uses tablets, iPhones and Android phones), Editus called upon the consulting services of InTech. Subsequently, InTech became the technical partner for this project, suggesting the use of beacons, and then modifying the existing iOS application by Editus for this purpose. Given the very tight deadlines, the development was executed with an agile approach. The application was deployed on EBRC’s cloud platform that has the ad-

vantage of combining reactivity, elasticity and resilience. In a few short weeks, the trio Editus / InTech / EBRC could setup a PoC (Proof of Concept) that was fully functional and ready for production.

The customer who downloaded the application of the retailer receives push notifications about offers, customised promotions, product recommendations, advice ... depending on the aisle in which he is located. This is called ‘in-store’ marketing.

Beacons and in-store marketing Beacons allow a retailer to locate customers in-store and to interact with them in real-time via their smartphones. Specifically, these small beacons continuously transmit a signal (broadcast via Bluetooth Low Energy), which is picked up by a mobile application, and then transmits contextualised information.

For this project by Editus, the presentation of store coupons is detected by a connected beacon, which counts the number of users who visited the store to present their coupons. Consumers decide on their own whether or not to download the application and receive notifications, the technology is therefore non-intrusive, and it allows the retailer to measure the return on investment. A better understanding of the customer’s journey The digital coupons also allow the retailer to extract behavioural data, which is not possible with printed coupons. They are indeed a very good source of information on habits and consumer preferences. In the context of a ‘drive-to-store’ approach (bringing the consumer to the point of sale), users of the Editus.lu app were recently asked after updating

to accept push notifications and give access to their location. A push message invited users to take advantage of the Editus coupons. Within three weeks, more than 4500 users had agreed to receive the push message. Within months, Editus registered more than 400000 location data points! Through this POC, Editus tried to find the best way to distribute content from advertisers. With coupons and the location of mobile users via its iOS app, Editus can now follow the customer’s journey through its points of interest and track its geographic reach. Beacons, in turn, allow the retailer to know how many people visit a point of sale after seeing the coupons.

the household, the concept of smart cities or the technology SigFox which make it possible to connect objects to communicate, and which is being deployed by POST. The beacon is a great technological challenge for Editus which, as a marketing partner for small and micro businesses, would like to raise customer awareness for ‘in-store’ marketing, allowing them to engage with customers at all levels of their journey, including at the point of sale. This is a fine example of the interaction between technology and marketing, which more and more form an increasingly inseparable duo. *Editus / TNS ILReS Survey - June 2015

Depending on the results of this project, the concept could be extended to other Editus products or services, in order to better meet the needs of the market, advertisers and users. Technology for better marketing Beacons are associated with what is called the IoT (Internet of Things), i.e. the interconnection of objects, one of the characteristics of the recent technological developments. It applies to home automation, for example, which includes all technologies applicable to Soluxions Special Edition 132 bis

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TECHNOLOGY

EBRC CLOUD STORAGE V2 in the FINAL stages! Managing sensitive information requires high availability and a high level of security storage included !

‘We say yes to the principle of cloud storage, says André Ottavino, CIO at EBRC. This is an intrinsically interesting concept where the cloud responds to the sizing problem. The cloud, in fact, allows users to avoid oversized infrastructure and to transfer the risks of investment to the cloud provider. Moreover, using the cloud is synonymous with ‘pay-as-you-use’, a mode of operation which rhymes with competitiveness and scalability. But with our approach to the management of sensitive information, our client’s concerns go beyond the mere cost per GB ... Let’s be clear: providing a standard offer at the lowest price is not part of our mission.’ For EBRC, the focus on the cost / GB is too restrictive. It obscures other critical aspects, such as security and elasticity, including the more technical aspects of backup, bandwidth and CDNs... ‘Rather than taking an approach focused on cost / GB, we prefer to be competitive based on a global approach to the problems of our clients, with all the complexity that is generated by data management, says André Ottavino. Rather than look at only cost / data volume, we focus on data governance. With a multi-tier, [ 16 ]

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multi-tenant and redundancy based approach in two Tier IV certified data centres’. The goal is clear: to ensure and control the quality, performance, safety, commitment ... and, ultimately, the price. In short: a fine balance. This is where EBRC’s experience is rooted. EBRC enters the Cloud Storage V2 phase with its storage service offering in its Trusted Cloud Europe, which benefits from its four years of experience.

Rather than focus on an approach based on cost / GB, we prefer to be competitive with a global approach to the problems of our clients To sum up, EBRC most often encounters two types of clients: those who want the lowest price and those for which the critical aspect of their activity is the key factor. ‘On our part, we need to make an effort to inform and raise awareness. Usually, there’s no longer any debate when we reach the level of ‘service’

and the guarantees we provide.’ Managing sensitive information requires high availability and a high level of security. First criterion: the guarantee of having the data hosted in EBRC data centres in Luxembourg and nowhere else. Google, Microsoft and other public cloud providers now suggest that customers can choose their data location areas, but what guarantee is there? Second criterion: the reversibility and security of the data. When cloud systems were multiplying, EBRC chose in 2011 to build its Trusted Cloud Europe offering based on the NIST framework, the most solid foundation. On this foundation, it strengthened the ‘data protection’ aspect using the ISO standards 27001 and 27005. In the future, EBRC will commit to additional standards, always trying to optimise safety and make an actual commitment regarding client’s expectations. ‘We have actively participated in the development of the ISO 27018 standard regarding the protection of private data in the cloud via our role as a founding member of the EUDCA (European Data Centre Association)’, says André Ottavino. Another distinction for the company: storage and archival activities, permitted by its status of PSDC (Provider of Services relating to Dematerialisation and Conservation) in partnership with Victor Buck Services, another subsidiary of the POST Luxembourg group. ‘All of this corresponds to our distinct European vision of the cloud, a vision that differentiates us from other major players, who are mostly American and will soon be Asian. In this sense, we are in tune with the European digital agenda, we share its ambitions’, states André Ottavino.

In short, there is not a single cloud, but many different ones with various ambitions. In this market made up of several sub-markets, EBRC occupies an enviable position. Just look at the number of e-payment companies in Trusted Cloud Europe. The compliance with PCI DSS Level 1, another feature, is an indisputable asset. This standard - for which EBRC has to be audited every year - is clear and demanding, and leaves very little room for interpretations. This framework was thus transposed for the very critical needs of the personal medical data of the eHealth agency, whose platform has been implemented and is operated by EBRC... At EBRC, we do not offer Storage-as-aService without a commitment ‘from start to finish’. From the sizing of the server to the writing operations on the disk, everything fits perfectly. So there is no way that we could isolate pure storage. ‘To bring real added value to our clients, there has to be a complete commitment, says André Ottavino. Furthermore, talking about outsourcing only in relation to storage pushes the complexity to the client’s side. For this reason, we developed a consulting service, IT transformation, which handles: the inventory of components, contractual aspects and compliance, security, case studies, best practices, transformation management and transition phases. In this perspective, Storage-as-a-Service is only a piece of the puzzle.’

Cloud Storage V2, EBRC in the final stages Rather than have a traditional customer-supplier relationship, EBRC draws its suppliers into a true partnership built on risk sharing. ‘Rather than force our suppliers into an approach only focused on ‘cost’, we invite them to join us in our

‘service’-based approach’, explains André Ottavino. After a tender, EBRC found EMC, a true partner willing to share risks: the storage specialist offers elasticity and high availability in a ‘pay as you use’

model. EBRC can thus offer its clients a truly agile trust-based ecosystem. This same approach is also applied to backups (EBRC Trusted Back-up & Restore Services).

es, to the cloud but only under certain conditions and EBRC’s conditions are those of its clients: demanding. The context is well-known: the exploding volume of data on one hand and the prices which, on the contrary, continue to drop. ‘Limiting your needs is a lost cause’, Gartner recently told businesses. Oh well. So what else can be done? While Dropbox and other equivalent services fully meet a certain type of usage requirements, such as sharing photos or other private documents, it is different in business.

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SECURITY

FOCUS

SOC-as-a-SERVICE Mission: respond to attacks and anticipate risks to better protect sensitive business data.

hat good is it to build a wall that is five meters tall or ten, if at the beginning you didn’t evaluate the potential risks you could be exposed to? While a wall slows intruders down, a fortress can never be impenetrable, says Régis Jeandin, Head of Security Services at EBRC. Cyber threats are becoming increasingly common, and they are also becoming more complex and targeted. It is therefore imperative to have instantaneous access and real-time visibility of each endpoint to understand what happens at the level of applications, end-user accounts and privileges, device configuration, network connections and internal and external web requests. This is the role of the SOC (Security Operations Centre). Its mission: collect events (in the form of activity logs) put together by the different components (of the security system or others) to analyse and detect abnormalities, correlate them with indicators (from internal and external sources of information) and define appropriate reactions in case of an alert. With Trusted Security Europe, EBRC has three service offerings. The SOC can observe the elements related to the security of the client, analyse the traces left behind in the system by the attackers and suggest appropriate solutions through the SIEM technology (Security Information & Event Management) by HP ArcSight, Cyber Security & Forensics with EnCase Guidance Software (Forensics) and Vulnerability Management based on Ikare by ITrust.fr. These solutions are supported by the security experts of EBRC, which can also intervene on-site for a client in case of need. This group of offerings targets all organisations for which the integrity of information, its availability and confidentiality are major issues. All sectors are concerned: finance, health, public institutions and [ 18 ]

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even sectors as particular as gaming or start-ups which often base their development on intellectual property. There is a real unmet need: regulations are becoming stricter, traceability has to be ensured, and the IT security system has to be under control... The correlation of events arising from different sources and analysis in real-time thus allow for rapid identification of risks, including those of intrusion. Overall, the SOC has to help reduce risks and the unavailability of critical components of the IT system, but also identify threats, prevent them, shorten maintenance durations and simplify administrative tasks. Its main task: identify and bring together all the security elements and all detected anomalies, whether they originate in the servers, applications or networks. EBRC’s approach, based on the NIST framework (identify, protect, detect, respond, recover) is coherent and responds to all potential issues related to cyber threats, and does so around the clock. EBRC is one of the few players with all the skills and resources to effectively correlate data and intervene on several installations without downtime. This success needed time. ‘In essence, the SOC is based on the experience of what already happened, comments Régis Jeandin. We keep these traces to understand, to go back in time, to re-live history. We confront this new experience with new vulnerabilities, with new exploits, with information reported by Telecom companies (like POST). Understanding is the best way to avoid new risks: a firefighter has to know where the fire started and how it spread!’ To manage security events, the SOC is based on a methodology and tools allowing it to diagnose, understand and

anticipate potential attacks. Thus, the management of traces is very important - a trace is information on the activity and the identity of its users that a digital device records. The conservation of tracing information addresses two issues: regulatory compliance and research and investigation of identified events in real-time or post-mortem. Event management is at the heart of this. Each trace converted into an event has a contextualised severity, defined by several parameters and requirements - this criticality is adjusted according to the client’s activity. ‘EBRC’s commitment through this SOC-as-a-Service offering is to build up a defence strategy with its clients to monitor critical infrastructure, detect potential attacks and react in an organised manner to confirmed threats’, explains Régis Jeandin. EBRC’s SOC is technologically neutral, completely agnostic in terms of the technologies used by the clients. ‘We are not technology resellers but independent consultants, specifies Régis Jeandin. However, we welcome them in an exceptional environment regulated by the CSSF and benefit from certifications like ISO 9001, ISO 27001, ISO 20000 and PCI-DSS Level 1, an environment installed in a worldwide unique network with three Tier IV certified data centres.’

OBJECTWAY leverages EBRC’s MULTIPLE SKILLS PRESENTATION : Objectway is a leading provider of investment management and digital software for the financial sector to the EMEA region. The Company’s awarding-winning software platform is the trusted choice of leading wealth and investment firms in 15 countries across the region. From offices in Italy, the UK and Benelux, Objectway’s 600 employees support approximately 100,000 investment professionals who manage more than one trillion euros in wealth. For 25 years Objectway has maintained an unwavering focus on a single vision: combining advanced technology with a deep understanding of business needs to enable clients to reshape their wealth and investment management services. INDUSTRY CHALLENGES: The industry of investment and asset management is undergoing fundamental change, initiated by a variety of triggers. Regulations, such as MiFID, put a continuous strain on the business to comply with an increasingly strict matrix of rules and policies, resulting in substantial downside risk in case of breach. At the same time, meeting the increasing demands of customers for increasing levels of service has become a necessity for both retention and growth. Customers request

more proactive engagement with ‘anytime-anywhere’ access to their assets, combined with tools and intelligence to simulate and better understand their specific situation. Moreover, efficiency has to be optimised to reduce the cost-to-income ratio, a key performance indicator of a successful investment organisation. And, more recently, the industry is being challenged by new entrants leveraging technology to transform the established ‘modus operandi’ of the industry. Digital technology, automation, intelligence and insight, proactivity towards the client and proximity are key components of market-leading investment management organisations, all of which can only be achieved by resilient and market-proven enterprise software and infrastructure. Digitisation – in all its shapes and forms - is rapidly becoming a pivotal resource for every industry participant. > SOLUTIONS: Objectway provides digital wealth and investment management solutions to meet the productivity and interaction challenges of a wide range of private client investment professionals – from wealth managers and private to personal bankers, IFAs (Independent Financial Ad-

visors), family offices or stock brokers, to name but a few. The Objectway offering covers the complete breadth and depth of requirements for all relevant service offerings—whether discretionary, advisory, or execution-only-in a modular yet integrated fashion. From securities back-office systems to decision support solutions to omni-device channel propositions, Objectway solutions enhance operational excellence, customer service, regulatory compliance and advisor/trader productivity for a remarkable range of stakeholders: fund managers, risk & compliance officers, traders, portfolio managers, advisors, and senior management. Objectway’s solutions can be deployed in any desired fashion, including SaaS, hosted, application managed or on-premise. > EBRC’S CONTRIBUTION: For its SaaS and hosted solution, Objectway entered into a partnership with EBRC, not only because of its position as a leader in terms of data centres, but also because of its strong reputation in the financial market and state of the art certified solutions. Located in the heart of the financial and digital world, allows Objectway to use EBRC’s services with its international based clients. Soluxions Special Edition 132 bis

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Trusted Services Europe Innovate & Conquer the European Market Trusted Advisory Services

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2015