CISCO LIVE MAGAZINE # NUMBER 07

> 3rd Quarter 2012 / Issue 7

Technology is the solution The banking sector bets in information technologies and telecommunications as a way to render services to increasingly more sophisticated clients; mobility and internet banking are the main choices

HSBC Bank invests in video and IT team plans strategy to have Cisco high level certiďŹ cation

COLLABORATION Demand for videoconferences and mobile devices expansion leverage uniďŹ ed communication projects in Brazil

SUCCESS CASE Michael Page outsources infrastructure and expands PI communications 1

2

1

EDITORIAL

SUMMARY

RELATIONSHIP BOUTIQUES he results of Febraban’s annual survey, about the investment of banks and financial institutions in new technologies and in maintaining the IT park, show us a great and constant transactions migration to the electronic medium. The internet is in the first place, but also, in this area, the mobility gives signs of growth, with the mobile banking.

This new social behavior, which made the banks show investments and expenses of R$ 18 billion in 2011, with 42 million clients using the internet to access the banking services, changes the bank agencies profile. The selfservice rooms are larger and refined, with faster and increasingly intelligent ATMs. And in the internal area, the relationship is better. The cashiers, in small numbers, still have demand, but in concentrated days and in lower volume than 10 years ago, for example.

As experts in the financial area had already foreseen a few years ago, the internal relationship for investments, to clarify doubts, to obtain credit, and other services, are transforming the agencies in boutiques, an area where the banks can explore their differential characteristics. In the cover story of this issue, one sentence is aligned to the whole high investment context and attracts our attention: if you consider the banking services as commodities, the services availability becomes a great competitive differential.

This is how one of HSBC executives, interviewed by Cisco Live journalists team, defines the present scenario of the increasing offer of services by electronic channels, something that changes the banks corporative network, the infrastructure through where many billion reais circulate along each and every year.

Force, scalability and stability are indispensable requisites to any information and communication technology infrastructure (TIC in the Portuguese acronym) which a bank wishes to implement today. And we cannot ignore the videoconferences expansion, also mentioned in the cover story, as well as the mobile access. In short, we saw during the Cisco Plus Brazil 2012, an event that congregated the whole Cisco community, in April, in Rio de Janeiro, that, focus of some areas, such as education and health, in TIC investments, the infrastructure that supports the businesses in Brazil, regardless the segment, is in evidence and we, here at Cisco, are ready to support partners and customers in different projects aligned to present and future demands.

T

04

Short news Preparation tips for the certification exams: Virada Digital creates knowledge and innovation network; Cisco do Brasil commercial area has a new director: Girl’s Day and Beehive integrate social responsibility initiatives.

08

Collaboration Mobile devices and video drive unified communications

10

Data centers Cisco UCS line reduces costs and opens the way for clouds

14

Managed services Operators react to the incomes drop and introduce new offers

18

Banks To meet the demand, financial institutions invest more in TICs

20

Qualification PI support team of HSBC focuses on Cisco Certifications

24

New voice Videoconference permits HSBC to increase efficiency and reduce costs

26

Outsourcing and collaboration Michael Page outsources infrastructure and expands PI communications

27

Speed ATG adopts low latency network in a critical mission environment

28

Future Manufacture and research will receive R$ 1 million from Cisco until 2014

30 34

Health Information increases the industry efficiency

36

Safety Network has a privileged position in the war against the cybercrime

38

Support Smart Care adds partners’ expertise and provides safety to the customers

40

Story The router switch is increasingly more important in the cloud management

Education Analysts and professors discuss the advantages of technology in teaching

Regards, Marco Barcellos

CISCO LIVE MAGAZINE IS A PUBLICATION OF CISCO DO BRASIL CISCO DO BRASIL ACCOUNTABLE TEAM

Channels Director Eduardo Almeida

President Rodrigo Abreu

Marketing & PR Director Marco Barcellos

Systems Engineering director Marcelo Ehalt

Editorial Council Adriana Bueno, Carolina Morawetz, Isabela Polito, Isabella Micali, Jackeline Carvalho, Kiki Gama, Mariana Fonseca, Monica Lau e Marco Barcellos

PRODUCTION Comunicação Interativa Editora Responsible Journalist Jackeline Carvalho MTB 12456 Editorship Director Jackeline Carvalho

Reporters Jackeline Carvalho Marcelo Vieira Special Collaboration Carmen Lucia Nery (RJ)

Press Service In Press Porter Novelli

Printing Inergraf

Art Marcelo Max

Circulation 5000 copies

Review Comunicação Interativa

3

1

SHORT NEWS

6 ALMOST A COLLEGE TEST Ana Lúcia de Faria, Cisco do Brasil solutions architect, gives some tips of how you should get prepared for Cisco certification exams

T

o maintain functional and highly efficient the corporations’ internal networks that are constantly growing, skilled professionals are necessary. By offering training for the most recent technologies, certificating the technical capability and by providing resources for a continuous learning, Cisco certifications program helps not only the networks professionals, but

also the companies that employ them together with the market as a whole.

For Ana Lucia de Faria, Cisco do Brasil solutions architect with two company certifications (Cisco Certified Internetwork Expert or CCIE, in router switching and service provider), the program brings two important advantages.

The first one is the technology market acknowledgement.

“Because I work for Cisco, my customers are very demanding”, she says, recalling a story. “I remember that the first customer that I visited for Cisco asked me if I had certification. That question impressed me and motivated me to get the qualification”. The second good reason to have the qualification is one’s personal satisfaction.

And the difficulties should not demotivate those who are interested in undergo the certification process. Ana Lúcia has some tips.

To establish goals helps, because without them the student is tempted to give more attention to other activities. To form a study group is also a good solution. “It takes effort, but it pays in both professional and personal terms”, stimulates the solutions architect.

•

6 VIRADA DIGITAL CREATES A GREAT

KNOWLEDGE AND INNOVATION NETWORK

T

o unite innovation and interactivity in search of an increasingly more sustainable development is the objective of Virada Digital festival, which was held in May from 11 thru 13 in Paraty, Rio de Janeiro State.

Cisco was one of the sponsor companies of the event, which had panels, speeches, conferences, seminars, discussions, workshops, scientific demonstrations, shows and special action, all free of charge.

There were a total of 74 activities

4

during the three days of the event, which ended with the proposal to make contents and technologies more accessible. “Events like this should happen in each and every city”, says Flávio Provedel, of Cisco Networking Academy and coordinator of a computer’s connectivity an assembly workshop, offered during the event.

Ricardo Santos, accountable for Cisco do Brasil education vertical development, made a speech about the technology applied to the education. “Today the students are

connected and it is very important that the teacher and the school adequate themselves to this new profile.”

Now the festival became Caravana Digital. In November 2012, the cities of São Paulo, Rio de Janeiro and Brasília will have an extra issue of the event.

Later on, Caravana will make monthly visits to each one of the 12 Brazilian cities which will host the games of the World Soccer Championship in 2014.

•

COMSTOR. MUITO MAIS BENEFÍCIOS EM TODAS AS SOLUÇÕES CISCO.

© Yu Yuri r Arcurs - Drea ea e am msti mst sti st ttiime me

BORDERLESS NETWORKS COLLABORATION DATA CENTER EDUCAÇÃO SERVIÇOS CISCO SMB

Nossos serviços facilitam o seu dia a dia.

Comstor - São Paulo (11) 5186-4343 Comstor - Rio de Janeiro (21) 3535-9343 q u e r o c i s c o @ c o m s t o r. c o m . b r w w w . c o m s t o r. c o m . b r

Authorized Distributor

02/'2!-!3 s s 002/-/£À%3 ss 442%).!-%.4/3 s s $ $)30/.)"),)$!$% s s ,,/'·354)#!

1

SHORT NEWS

6 GIRL’S DAY

A

6 TALENT

A

na Claudia Pihal was recently assigned to Cisco no Brasil commercial area direction.

Accountable for the manufacturer’s action in the small and medium companies segment, the executive’s objective is to expand the partners` base by means of Cisco Partner-Led program, which reinforces Cisco’s actuation strategy with the channels collaboration.

The executive will report directly to the president of Cisco no Brasil, Rodrigo Abreu, and replaces Marco Sena, commercial director for Latin America – who also accumulated the function in the Country. Ana Claudia worked for Microsoft in the 14 last years. She also held positions as products manager, sales manager for the medium size companies, among others. Before Microsoft, she worked for Oracle as product marketing manager.

She is graduated in Business Administration and Computer Science by Universidade Presbiteriana Mackenzie and in Strategic Marketing by Escola Superior de Propaganda e Marketing.

•

6

s part of Cisco’s social responsibility initiatives, the company participated in the Girl’s Day, a global movement to stimulate women to act in the information and telecommunication technology area. The initiative is of ITU (International Telecommunication Union), a United Nations organization for the information and communication technology area.

Cisco do Brasil hosted, in its Rio de Janeiro and São Paulo offices, two of a number of events held around the world. More than 20 girls, in the 15 to 18 year old bracket, attended the movement. They are students of Networking Academy in non-governmental organizations such as Aldeias Infantis and Fundação Despertar.

During the event, the girls could interact, by tele-presence, with participants of the same Cisco event in Portugal. The schedule also included speeches about the technology work market, tips to look for a job and the importance to have certifications to act in the area, among other subjects.

•

6 SOCIAL RETURN

T

o use the technology to inform and change low income people’s lives: this is the purpose of One Economy, a non-profit global organization which introduced in Brazil, with the support of Cisco and other partners, the Beehive Brasil (brasil.thebeehive.org). The site was created to connect low income people to online contents such as jobs, finances, health, education, civil rights and other subjects of interest to each and every citizen.

Beehive is a global project already introduced in Africa, Europe, Mexico, Asia and the Middle East. Designed to help people with little experience in internet, the site makes easier for them to find information which will help the people to be better integrated in the national economy.

•

7

1

CONNECT

COLLABORATION HAS A GREAT GROWTH POTENTIAL IN THE COUNTRY The popularization of intelligent devices and online video drive unified communication tools and determine Cisco’s tack world in which the number of mobile devices exceeds that of inhabitants should come true until 2015.

Unfortunately this does not mean that each human being in the planet will own a smart device, but that advanced users (the so called heavy users) will have 5 or 6 of them, among laptops, tablets and smartphones (including devices that were not invented yet).

This perspective has a direct impact on Cisco’s tack, as all this apparatus will be connected online, and it will be possible to access the web and the social networks, watch videos and, more important, to collaborate and produce.

The collaboration, by the way, was one of the outstanding themes of Cisco Plus Brasil 2012, held in Rio de Janeiro. The Collaboration Day, the period of the event exclusively devoted to discuss the company’s tack and solutions for the future unified communication, defined collaboration as “the fundamental part of the company’s strategy, maybe

A

8

with the best growth potential in the Country”, according to Rodrigo Abreu, president of Cisco do Brasil.

“This migration will happen very fast”, he defined.

Four important pillars support the strategy in Cisco’s collaboration segment: visual, virtual, social and mobility. This latter is, with the popularization of mobile devices, the most consolidated in the Country. The video (included in the first pillar), will have a stronger impact on the future networks infrastructure, in both the companies and the operators.

“The video is becoming the new voice”, said Carlos Torales, architecture director for Cisco in Latin America, repeating the motto that the company adopted in recent years to communicate its collaboration technologies. “The world is geo-politically different, much more connected, and the economy is undergoing a very fast change. The collaboration in this context arises as a way to increase the productivity.”

According to the executive, about

60 percent of companies presently think about adopting tools to unify their communication. Out of this total, 31% will do it by means of cloud computing offers, said Pat Romzek, the global vice-president for business development of the American Cisco headquarters. “The virtualization permits to provide the same solutions in physical environments via cloud, with financing benefits, flexibility and agility, permitting strategic advantages for increasingly global companies.”

6 About 60 percent of companies presently think about adopting tools to unify their communication

Success cases Nothing is more appropriate to talk about unified communication than to show stories about the use of technology in media companies.

During the “Collaboration Day”, Editora Abril, with headquarters in the city of São Paulo, and Globo TV Network, with headquarters in Rio de Janeiro and branches all over Brazil, shared their experiences in implanting new communicatioin infrastructures using IP (internet protocol) standards.

In the case of Editora Abril, the need for more robustness to support the creation of new services and reduce costs guided the new company communication structure. The demands, originated from journalists and administrative employees, included the use of cloud, the need to add personal devices on the corporate network with safety (consumerization), mobility and the intense use of video. “Our concerns included not only the technology delivery, but also the adjustment of the whole eco-system around it”, explained Gerson Ferreira, manager of the IT area of the publishing house.

Standardization was the key world of the process. The company decided to use Cisco solutions due to the possibility to implant a pointto- point architecture, i.e. which did not offer integration risks among the different solutions. As a result, only the voice platform on PI permitted costs reductions of 40% with telecommunication in the company.

WiFi, LAN, WAN and, of course, safety solutions were also implanted.

“About 44% of all employees were already using personal devices to work, this in March 2011”, said Ferreira, justifying the need of defense solution in such a volatile access network.

Telepresence solutions were also implanted in Editora Abril offices in Rio de Janeiro and Brasília, besides the São Paulo headquarters, to be

used by the journalists as well.

They use the technology to prepare meetings and remote interviews. “The journalists can make interviews by phone, but in some cases nothing replaces the ‘eye-to-eye” contact, explained the manager. There are also 8 videoconference rooms which integrate the company office in São Paulo. The systems interoperability was a fundamental factor, as they are used for meetings with the publishing house partners, and many of them have installed solutions from other manufacturers.

Globo Globo TV network decided to implant a PI telephony system in its Central Globo de Produção (or CGP, a.k.a Projac). This is a long project, which started in 2007 and should end only in 2012. The migration process to the new voice standard began in its branch in São Paulo. The advantages were such that the project migrated to Rio de Janeiro, all with Cisco technology.

There are 2800 integrated extensions, which open doors to other services such as videocall, videoconference, collaboration, virtualized services... “This way the telephony becomes an additional service, another item on the desktop, and this makes easier the management and generates savings”, concluded Claudio Rangel, technology and support manager of Globo TV.

•

9

1

CONNECT

A SIMPLE AND CHEAP DATA CENTER The Cisco UCS line is based on unified architecture which reduces ownership costs and prepares companies for a virtualized future eart comes from the Latin word cordis. In a free translation it is center, nucleus. It is one of the most important muscles in the human body, as the blood circulation and the nourishment of all cells of our organism are dependent of it. In the present data networks, the data center is the heart which nourishes an infinity of connected terminals (fixed, mobile, virtualized, and so on).

To meet the present and future

H 10

demands for data, the companies need first to turn their attention to the data centers, critical agents for the transformation of those organizations which need to be increasingly more dynamic and efficient. Coherent to this idea, Cisco’s strategy for the segment is based on offering an end-to-end architecture with open standards, which simplifies and optimizes the performance, reducing ownership costs and increasing the productivity.

During Cisco Plus 2012, in

Rio de Janeiro, the data centers have attracted a special attention.

With the movement toward the cloud, this equipment will be the center of IT infrastructures in most corporations in the future.

Presently, a great part of them have legated infrastructures which, although they provide performance and quality, they generate high operation costs and complexity.

Furthermore, as the consumers are moving increasingly more toward virtualized environments, there is

Conheça Cloud Embratel, a melhor forma de obter recursos tecnológicos de forma imediata, dinâmica, segura e escalável.

Simplificamos a gestão de TI para acelerar

Cloud Embratel permite:

a competitividade de sua empresa. Contamos

> Otimizar custos associados à administração e operação de recursos tecnológicos e informáticos.

com uma ampla e sólida capacidade tecnológica, baseada em uma estrutura de Data Center robusta,

> Aumentar a produtividade de sua equipe, dando-lhes acesso a ferramentas de trabalho de qualquer local ou dispositivo a partir de uma conexão de internet.

com a sua necessidade, com uma cobertura local

> Melhorar sua capacidade de resposta ao mercado, ajustando a capacidade e volume dos recursos necessários quando necessitar.

que pode se estender a toda região.

> Focar metas e objetivos próprios do seu negócio, ao economizar tempo e recursos.

segura, facilmente adaptável e escalável de acordo

Para mais informações, entre em contato com o seu Gerente de Contas ou acesse www.embratel.com.br/cloud

11

1

CONECT

6 The UCS resulted in cost savings and meaningful benefits in businesses in all industries and scenarios

a need to combine legacy and new technologies.

“The IT offers it as a service demand readiness for the applicative critical mission, speed in ‘self-service’ configurations and economy, that is, a new approach”, explained Matt Erickson, business and partners development manager for Cisco das Américas. “What we suggest is a combination of the best of both worlds.”

The company data center strategy is based on offering an open standards (x86) unified architecture, which considers three great pillars: unified fabric, computing and management.

“The focus is no longer on the technologies and goes to the actual need of each and every business”, said Erickson.

To supply connectivity with high speed and availability, with safety and experience for the data center applicative, is the role of the integrated network services infrastructure. The computing systems, on the other hand, integrate the access network, storage and management of these components in a scalable structure for physical and virtualized applicative. The unified management increases the life cycle and the automation simplifies the data center implantation and operations.

High performance Furthermore, the Cisco Unified Data Center offers support to

12

the Cisco Hosted Collaboration solutions. The open standards and the APIs permit to integrate and manage the partners’ eco-systems hardware and software with more flexibility.

More than that, a complete life cycle services portfolio for data center products permits the experts` assistance in optimization, implantation and planning of the IT infrastructure, IT strategic services, architecture, technical support and operations management.

The unique, intelligent and unified infrastructure reduces the system complexities and, at the same time, optimizes it for virtualization processes, which require a great deal of memory and O/I capacity. Thus, the environment cost, during its life, reduced and falls, in its totality, 50% with the adoption of Cisco architecture, according to Erickson.

UCS The company portfolio, within the already traditional UCS line, includes blade and rack servers, interconnections in fabric and the UCS Management, which manages all the system components and configurations by means of a unified policy. Resources such as Cisco Intelligent Automation for Cloud (which includes a self-service portal for IaaS configurations, including catalog, orchestration governance, automation, the components life cycle etc.) complement the cloud

solutions and focuses on costs and complexity reduction.

Not by chance, some two years after the introduction, the Unified Computing System (UCS) has attracted the attention of data centers managers and CIOs all over the world. In February 2012, the Cisco UCS totaled more than 10 thousand customers in the world, including 3 thousand in Europe and hundreds in Latin America.

The UCS enabled, according to Cisco, meaningful business costs and benefits savings in all industries and scenarios. Since the beginning of its distribution, in July 2009, the unified solution established 53 performance benchmarks world records, besides dozens of the industry`s awards for its innovation.

Part of the success is explained

by Cisco work w ith leader manufacturers of the software infrastructure industry, including BMC, CA, Citrix, EMC, Hitachi Data Systems, Microsoft, NetApp, Oracle, Red Hat, SAT and VMware.

•

13

1

CONNECT

TELCOS INTRODUCE MANAGED SERVICES OFFERS

Due to the drop on the voice services income, the operators are structuring environments based on cloud computing n the beginning of 2012, the operators are structuring environments based on cloud computing as a way to materialize their managed services solutions. The main targets are the infrastructure and safety areas and the business model that is based on the fixed wide band and mobile penetration, mainly when the customer is a small or medium size company.

With the voice stagnation, Carlos Ferreira, marketing consultant of Telefonica Vivo, argues that the operators` alternative is to invest in offers that generate value to the

I

14

corporations and, consequently, are more profitable to the telcos. “The cloud computing and managed service markets are the strongest ones with the Telephone Companies, exactly because of this profile”.

The connections acceleration and the safety are the offers that these companies already have formatted, including with customized proposals for each and every business deal.

Embratel, according to André Arruda, product manager, has a record of “success in this initiative since 2 years ago, approximately”.

According to him, the IT managers

strive to align the technology use with business results.

Mentioning two examples of customers who have had success with the acceleration services hiring, he says: ~a retail dealer could increase in five times the number of credit cards validation. Another case was of a logistic multinational company which had been fined twice in Santos Port (São Paulo coastland), for delay in releasing the fiscal note; and with the acceleration it could solve the problem.”

Telefonica/Vivo announced an IT infrastructure services offer (IaaS).

Excelência em Treinamentos.

Agora, Excelência em Consultoria.

O grupo TELECON, associado a CTT Corporation na área de treinamento completa 28 anos, sendo líder de mercado na America Latina no segmento de Educação Tecnológica e possuindo sólidas parcerias com os fabricantes Cisco Systems e VMware.

Com o objetivo de apoiar o Mercado de Canais, o grupo TELECON amplia suas atividades, com a atuação no segmento de Consultoria, através de sua nova unidade de negócios, a "TELECON Services".

Anos de experiência como Learning Partner e um time de profissionais certificados e altamente especializados estão a disposição para apoiar e desenvolver o seu negócio.

Os serviços oferecidos pela Telecon Services serão exclusivos para Canais.

Área de atuação em Consultoria Routing and Switching

Wireless

Segurança

Data Center

Telefonia IP

Tecnologias de Acesso

Gerenciamento de Redes

Unified Computing

Virtualização

IP Contact Center

Serviços oferecidos na Consultoria Pré-vendas

Pós-vendas

Planejamento estratégico Levantamento de necessidades Desenho de projetos

Implementação de Soluções

Definição da arquitetura Validação de projetos Elaboração de Propostas Técnicas

Homologação de projeto piloto Reprodução em larga escala

Operação Assistida Suporte Remoto Monitoramento de Redes Auditoria de Redes Alocação de Profissionais

Solicite sua cotação: (11) 2113-4888 services@telecon.com.br

15

1

CONNECT

In partnership with VCE (Virtual Computing Environment, a joint venture formed by Cisco, EMC, Intel and VMware), and nicknamed as Vivo Cloud Plus, the offer also reinforces the operator entrance in the cloud IT solutions segment.

This is the first company product, introduced under Vivo unified brand. The services exist in Europe already since the second half of 2011, and the positive performance in that area stimulated its introduction in Latin America, in five countries, simultaneously.

“The customer can hire, in a 100% modular and flexible way, processing capability, backup and storage to increase or reduce cloud operations, according to the need”, explains Maurício Azevedo, executive director of Telefonica/ Vivo. “The network is not a simple additional part of a product, but is its integral part. This product involves network, infrastructure and management.”

High demand The services are addressed to the corporate market, the demand of which for cloud processing is a growing one. A survey carried out

by IDC Brasil with 325 IT executives of medium and large size companies shows that 98% of them believe that cloud is not a technological news any more, but a model which will have a constant growth in the next years. Cisco forecasts that the cloud services Latin American market will reach US$ 5 billion until 2013.

16

For the Latin American offer, Telefonica/Vivo uses five data centers in the area, installed in Brazil, Argentina, Chile, Colombia and Peru. “The cloud services

during the last 10 years and the fully segmented way of working, in which every customer counts on a 100% specialized sales, commercial and after sale area are the differentials

6 IT executives of medium and large size companies believe that cloud is not a technological news any more, but a model which will have a constant growth in the next years

should leverage the adoption of IT infrastructure outsourced services, which is our specialty” explains Azevedo.

For Rodrigo Abreu, president of Cisco do Brasil, the operators have a fundamental role in cloud services offer, as they have a fundamental asset: the network. “It is natural that this integration exists”, he says.

The infrastructure offer as the operators’ service is formed by a portfolio devoted to companies of all sizes, mainly the medium and large size ones. “The combined national capillarity of Telefonica and Vivo networks in the Country, the uninterrupted investment made

of our cloud offer in the Country”, defends Azevedo.

Telefonica/Vivo has a global strategy for the cloud services, and they have created a specific area for these solutions development. The partnership with Cisco and VCE has the purpose to prove a unique architecture for the countries where the company is present. In Brazil, the operator forecasts that the cloud services account for 1/3 of the IT services growth in 2012. In Latin America, the segment meets the needs of more than 2 thousand companies and, among the one thousand largest ones, 30% use IT solutions and connectivity.

•

Melhorar

O atendimento ao cliente

Aumentar

A geração de receita

Aprimorar A eficiência das agências Com o software de otimização da força de trabalho criado especificamente para atender as necessidades das instituições financeiras, você pode maximizar o desempenho operacional das agências:

X Atribuir os recursos certos na hora certa X Cumprir com os prazos alcançando alta qualidade no atendimento ao cliente X Aumento nas vendas dos produtos e serviços X Visibilidade em processos administrativos para garantir as melhores práticas X Aumento na eficiência operacional para reduzir custos

X Descubra como as soluções de Serviços Financeiros de Varejo da Verint® podem ajudar no alcance da excelência «iÀ>V > Êi ÊÃÕ>ÃÊ>}k V >ðÊ6 à ÌiÊ ÕÊ }ÕiÊÃ>VLÀ>à JÛiÀ Ì°V ÊUʳxxÊ­££®ÊÓ ÎÎ £xä° © Copyright Verint Systems Inc. 2012. All Rights Reserved Worldwide.

17

1

COVER STORY

BANKS INTENSIFY INVESTMENTS IN TIC To follow the consumption increase and the advances of the population’s buying power, institutions increase investments in new electronic service rendering technologies. Mobile banking is one of the highlights

razilians are more and more actives in their relationships with the banks. One of the evidences of this ascension is the 7% increase in the number of agencies in operation in the Country between 2010 and 2011, according

B 18

to a study carried out by Federação Brasileira dos Bancos (Febraban), in partnership with Booz & Company.

The study also identified an increase in transactions done by the internet banking and by mobile devices – smartphones and tablets.

The Brazilian banks’ investments and expenses in technology had a 11% increase in 2011, reaching R$ 18 billion. The amount of money consolidates the industry as the main IT user in Brazil, according to the survey.

6 Banks’ investments and expenses in technology reached R$ 18 billion in 2011 One of the highlights of the study is the 49% increase of banking operations by means of mobile devices – mobile banking -, such as smartphones and tablets. According to the survey, there are 3.3 million current account clients in Brazil with access to the banking services by mobile devices. In 2010 they were 2.2 million.

Febraban forecasts show that until 2018 the transactions by mobile devices will be as expressive as those made by the fixed internet. The data show that, in 2011, 42 million current account clients used the internet to access the banking services, 11% more as compared to 2010 (38 million). In 2002, the current account clients who have access to internet were less than 9 million. According to Febraban, the annual average growth was 18%.

There were a total of 66.4 billion banking transactions, 12% more than in 2010. Out of these, 15.7 billion were via internet, a number that is 25% higher than in 2010. In the case of ATMs, a total of 9 billion accesses were recorded, representing a 14% growth as compared to 2010, when there were 8.6 billion transactions The number of ATMs reached 182 thousand, as compared to 179 thousand in 2010. The study also shows that the ATMs penetration rate in Brazil reached similar levels that are

6 42 million current account clients used internet to access the banking services

observed in other countries already. In 2010, Brazil had 9.1 terminals for every 10 thousand inhabitants, with 4295 transactions per month. In the United States, there are 13.8 terminals, with 2303 transactions per month.

This and other information will be submitted and discussed during Ciab Febraban 2012, to be held in São Paulo, with the theme “The Connected

Society”. This year the event should receive 19 thousand representatives of banks, of other financial institutions and IT companies, and will register up to 1.9 thousand congresspersons (maintaining the international profile of its congress). Among the most important banks congresses and the best TIC exposure in the Country, the event should have about 200 expositors.

•

6 INNOVATION SPACE:

OPPORTUNITY FOR STARTUPS

In its 8th edition, Espaço Inovação, a joint initiative of Federação Brasileira de Bancos (Febraban) and Instituto de Tecnologia de Software (ITS), will count of Cisco do Brasil support during CIAB 2012. The initiative tries and identifies, among Brazilian startups, solutions that contribute to the banking and financial area modernization, by improving the service rendering quality and by increasing the safety, among other factors.

“The objective is to add value to the financing services in Brazil”, explains Descartes de Souza Teixeira, council president of ITS and coordinator of the selection committee. “The companies and solutions that we have chosen are so good that today many of them are suppliers of the banking sector, some with their own booths in CIAB.” Espaço, says Teixeira, represents a great contribution for the banks innovation. An evidence of this is that Febraban keeps on the initiative year after year. It is the largest collective stand of the event, with 24 exposed solutions, and is the most visited stand as well – in 2011 it received more than 4 thousand interested visitors. “Espaço is the great success of CIAB”.

Mobility and safety promise to be the great highlights of this year edition.

And there is a big anticipation of success. “The committee evaluated that the solutions quality this year is higher than those of previous years”, commemorates Teixeira. “The visitants will be surprised with what our young people are doing.”

19

1

COVER

CUSTOMER OR PARTNER, IS THIS THE QUESTION? Brazilian team of HSBC PI network support is the only in the Group all over the world to have 100% of its professionals with CCNA Cisco certification he drive and the high investment of Cisco`s par t ner s in t raining and certificating their professionals, in a number of the manufacturer`s technological categories is common place. Unusual, however, is to see a customer with the same dedication, and more, with a number of certified professionals that is equivalent to a Silver partner.

This is HSBC Brasil PI network team`s profile, accountable for the whole bank network, the world standard of which is Cisco.

The 16 persons of the group deal daily with projects, installation, layout and managing of routers, switches and all the net devices that are present in the infrastructure.

The certification, points out Marcos Souza, PI network area manager, is important because it is translated into innovation, better service and more availability for the bank`s clients.

“We have no core switches of the network with more than 4 year uptime, and we only arrived to this stability level due to the team`s capacitation, i.e., something that I call do to right the first time”, says Sousa, owner of all

T

20

certifications and instructor of Cisco Networking Academy Program.

“We already have two persons with CCNP certification, which requires three tests. In 2013 we will have at least two persons with CCIE and all the rest of the team with CCNP certification” — MARCOS SOUZA, OF HSBC

Managing more than 7 thousand network devices all over Brazil, Souza says that the team has no opportunity whatsoever to make mistakes, “for this reason we have to do right and in the best possible configuration the first time, to enable stability and availability”.

For him, the fact that banking services are considered a commodity turns the services availability into a great competitive differential. As the persons are increasingly more dependent on cards and the banks provide more and more services by the electronic channels, there is a higher pressure for availability on the network, according to the executive. “I use to say that through HSBC network passes money, not bit” reveals Souza.

The professionals` certification plan was forecast for three years and began in 2011. The initial boa leas that 100% of people had the CCNA (Cisco Certifies Network Associate), the second certification in the pyramid, as in 2010 a new entrance certification – CCENT (Certified Entry Networking Technician) – was created.

Three companies are involved on the project - HSBC, Dimension Data (integrator) and Cisco, the two latter ones supplying the vouchers for the tests. Already in 2011, 100% of the bank`s PI network team was awarded the CCNA certification, a requirement that now is also the entrance door for trainees. “Our work requires this knowledge… We need a high standard…”, says Souza.

He reveals that the goal for 2012 is to have at least one CCIE (Certified Internetwork Expert) and says that the group is already on this way. We already have two persons with CCNP certification, which requires three tests. In 2013 we will have at least two persons with CCIE and all the rest of the team with CCNP certification.

This effort brought interesting gains – a number of persons who made CCNA (routing) are looking for other specialties. “We already have people with double CCNA such as routing + wireless, routing + safety”, confirms Souza, saying that the movement is producing results in other teams as well, such as the second level support team, which already has two professionals with CCNA. “Now we are taking the idea to the first level team and we hope to have at least one CCNA by year end”, he says.

Another very important gain is the innovation. HSBC, according to Souza, was the first and only financial institution in Brazil to attend Projeto de Troca de Tráfego do Comitê Gestor da Internet Brasil (PTTBR), a kind of free zone of internet traffic change, through which 20% of the bank`s internet traffic passes “with excellent performance and meaningful savings” he says.

6 Three companies are involved in the project: HSBC, Dimension Data (integrating) and Cisco, the two latter ones supplying the vouchers for the tests Another innovating solution: “HSBC is the only bank in Brazil to offer access to WiFi internet in airports with VIP lounge, sharing Infraero`s WiFi infrastructure.

Today the people`s certification level guides the team`s training plan, and it is considered in the performance evaluation, which has a bearing on the bonus. The HSBC team is equivalent to a Cisco Silver Partner and is looking for new certifications to win the Gold Partner profile until 2013. “We are a technology company, we are a bank and everything is done with personal effort in and out the work hours”, points out Souza. “There is also a mentoring initiative, where he/she reached a higher certification has, by function, to help the others”, he adds.

Due to this agitation that is generated by the certifications, the executive says

that the team could incentive new attitudes, new ideas and a number of innovations that have been consistently recognized by the internal programs, as is the case of Destaque HTS, a quarterly acknowledgement for the good ideas and attitudes that made a difference in IT. “Our team already has 17 awards” says a proud Souza.

One of the awarded ideas is called “HSBC e a Mina de Ouro na Terra do Sol”, an activation solution of a Banking Service Rendering Station using BPN Internet in a mining company, where no Telecom operator offered resources.

Another winning project was the network cables recycling. The cable were taken from the bank`s installations by a partner company. “Much more that the awareness which generates acknowledgement, today we have a powerful motivation, innovation and management tool”, concludes Souza.

•

6 Get to know Cisco`s certifications EXPERT CCIE (Cisco Certified Internetwork Expert) Capacitation: Routing and commuting; WAM commuting: ISP dialing: SNA/ IP 2: Project PROFESSIONAL CCNP (Cisco Certified Network Professional) CCDP (Cisco Certified Design Professional) Capacitation: Routing and commuting: WAN Commuting ASSOCIATE CCNA (Cisco Certified Network Associate) CCDA (Cisco Certified Design Associate) Capacitation: Routing and commuting: WAN commuting (just CCNA)

21

22

23

1 ON THE VIDEO WAVES, HSBC WINS EFFICIENCY COVER

Bank renews infrastructure and expands the use of videoconference in internal processes he biggest customer of Cisco WebEx collaboration platform in the world, HSCB has found in the images transmission systems a solution to increase its efficiency and its productivity gain.

Thus, the institution`s Brazilian banking operation devoted the year of 2011 to update and expand the videoconference rooms to 63 points, with video endpoints throughout the Country. The movement altered all the professionals` behavior and they have changed displacement habits and have recorded more agility in internal communication.

“The interaction by video seems to be a more effective one. Today, our users have intensified the search for a videopresence system”, summarizes Angel Leon, manager of HSBC collaboration area, about the internal public`s satisfaction with the new infrastructure offered in Brazil.

The videoconference rooms, according to him, are not exactly new to HSBC, reminding that the bank uses this resource for more than 15 years. Bur the adoption of video personal systems calls the attention on the present behavior. “Beginning with notebooks and desktops, the users can either make point-to-point conferences or telephone calls, or even use the multipoint system”, explains the manager.

Today a group of approximately 750 managing level users has an intense utilization of the system, and the trend, according to Leon, is of a fast growth. As far as the videoconference rooms are

T

24

concerned, they are installed in the bank`s facilities which concentrate a higher number of users and where those who need an interaction with the rest of the company are.

Training The video transmission also works as a training platform for the agencies` employees. The environment establishes the leveling and standardization concept of the bank`s services by means of good practices promotion.

“The purpose is to identify good practices in a certain segment, and to transmit them to the others” points out Leon. “Together with the coaching service, the initiative has resulted in

jumps of efficiency and productivity” he adds.

To propitiate the adoption of video platforms, the HSBC IT team needed to promote an upgrade of the infrastructure and used the opportunity to integrate the services in the same network. Thus, the previous environment, devoted to the video transportation, was totally replaced by an IP network. “The V35 network does not exist since a long time. It was created when the bank implanted its first videoconference system, but 4 or 5 years ago it was migrated to IP, with pieces of equipment that showed limitations as compared to QoS and the band speed, and this degraded the quality” recalls Leon.

In the technological upgrade, the users have not only a new image standard, now in HD, but also have a higher connection speed of 512 Kbps and some rooms for up to 2 Mbps, besides the use of telepresence.

Telepresence

“The interaction by video seems to be a more effective one. Today our users have intensified the search for a videopresence system” — ANGEL LEON, OF HSBC

In the next few months, HSBC should also have installed a telepresence room in São Paulo condominium, similar to those already existing in the operations all over the world Angel Leon informs that “The infrastructure updating opened the way to the HD video, the infrastructure services sharing~. According to him, the bank now dispenses ISDN (Integrated Services Digital Network) connections to communicate with other companies or institutions.

•

25

1

THE CUSTOMER CUSTOMER`S S VOICE

MICHAEL PAGE OUTSOURCES SYSTEMS AND IP NETWORKS With a three year term, a sealed agreement with Dimension Data includes more than 700 pieces of equipment such as telephones, routers, switches and call managers

ichael Page, a global company devoted to the recruiting and selection of executives for large and medium size companies, selected Dimension Data – a multinational company focused on information technology services and provider of solutions for

M 26

planning, development, support and management of IT infrastructures – to develop a project which involves the support of the whole IP telephony structure, networks and videoconference of the company in its 24 offices in Latin America.

According to Leonardo Cardoso, IT manager of Michael Pace for Latin

America, the choice resulted from the good and long relationship which already exists between both companies.

“Dimension Data implemented the whole IP Telephony IP, videoconference and networks with Cisco technology in Michael Page`s Latin American offices. We have always had a fine relationship with its professionals who have a qualified profile and meet our needs. This is why we signed this new agreement”, he says.

With the agreement, Dimension Data will be accountable for the whole maintenance of Cisco`s equipment existing in Latin American Michael Page. The structure involves 700 telephones, routers, switches and call managers which will be covered

by Dimension Data`s guarantee.

The project also involves Cisco videoconference equipment and servers.

For Cardoso, the agreement benefits for Michael Page`s IT department exceed the costs reduction for the equipment maintenance. “Michael Page`s core business is neither telephony nor information technology.

By maintaining this service with a qualified partner, we permit that our IT professionals develop more strategic activities for the business”, he points out.

Besides Brazil, Michael Page has operations in Argentina, Mexico, Chile, Colombia, Uruguay and Peru, and all the company`s offices have IP telephony structure, videoconference and networks with Cisco technology implemented by Dimension Data.

•

TRADING ADOPTS LOW LATENCY NETWORK IN A CRITICAL MISSION ENVIRONMENT Americas Trading Group renews negotiation network to improve the services offer in Latin America

n 2012, with a visionary way, ATG (Americas Trading Group) – a company which provides e- commerce s er v ice s and solutions for investors in the moneymarket – decided to position itself in a new market niche, being pioneer in rendering high value aggregated services in Brazil. To this end, it massively invested in innovation and, among the solutions, developed a multibroker products and services platform of Electronic Trading.

The initiative has a very low latenc y negotiation net work, execution proprietor algorithms, negotiation screen, among other products.

I

Objectives With the increasingly higher adoption of systems with HFT – High Frequency Trading technology – higher speed and larger resiliency

(availability) became fundamental premises in ATG`s business.

The big challenge was to understand the company`s business objectives with focus in its final customers, to offer a solution in agreement to these expectances and needs, also taking into consideration the very few time to accomplish the project – about 4 months.

The purpose of the project was to design a technological structure together with ATG executives, enabling the company to offer its products in a state-of-the-art technologic structure. The result would be the organization`s acknowledgement as the main player of routing HFT orders in Latin America, creating a very low latency environment for institutional customers in Europe and in the USA. The solution, designed by Proof together with the ATG`s team, was based on Cisco technology. For the

project, they have used Nexus, HFT state-of-the-art switch lines, and large routers. A high availability network was implanted, distributed in two different data centers in São Paulo, one of them in the Stock Exchange, as well as the construction of the main office infrastructure.

Later on, the same architecture was replicated for data centers in Mexico and Chile, increasing even more the business reach in Latin America.

The obtained measurements and results with the project point to a dramatic reduction in the total processing time (round-trip) of orders to the micro seconds level (the lowest possible latency level with the present technologies).

ATG`s customers were benefited with the project, as they now have a reliable and extremely fast access and today they can count on the most efficient trading network in Latin America.

•

27

1

INNOVATION

THE INVESTMENTS BALL IS AT STAKE With R$ 1 billion investments until 2014, Cisco brings routers and switches manufacture to Brazil, en SP. It will open a researches center in Rio de Janeiro, will invest in a Venture Capital fund, and will develop intellectual property agreements and partnerships with Brazilian companies and entities he worldwide Cisco is in good terms with Brazil. It was this sensation that users and partners of the manufacturer felt during the three days of Cisco Plus Brazil 2012, an event during which they discussed technologic trends and business opportunities, among other themes. The Brazilian operation of the company reached full legal age (it now is 18 year old) and, with that, it brought some victories to the Country, summarized in R$ 1 billion worth of investments from this year to 2014.

The local executives kept trying and have obtained the approval to build a local switches and routers manufacturing plant. SãoPaulo will host the initiative, the production of which will begin this year already, using the infrastructure of Flextronix, its global partnership. The forecast is that the first pieces of equipment will be ready in the market during the fourth quarter this year.

Cisco production investments in Brazil were inaugurated in 2011, with the manufacture of set-top boxes in

T

28

Manaus (Amazonas State), a line that has been expanded twice already, according to Rodrigo Abreu, the company president in the Country.

This time, the project includes the local manufacture of some best-sellers in switches and routers lines.

The project is aligned to the informatics law rules, which define the

PPB (Basic Productive Process, in the Portuguese acronym) and, therefore, grants fiscal incentive to pieces of equipment with high nationalization content.

Another parcel of the R$ 1 billion budget will be applied in innovation, transformation and socio-economic development. Rodrigo Abreu, president of the local operation, announced the following initiatives: 1 – Opening of a Cisco innovation center in Rio de Janeiro; 2 – Investments in a Venture Capital fund focused on the information and communication technology and digital economy in Brazil; 3 – Local production expansion; 4 – Intellectual property and partnerships with Brazilian companies and entities for the joint development of innovations to render better services to the market.

Cisco expects to generate about 800 direct or indirect jobs in Brazil with these investments, by means of its partners` eco-system and, mainly, that they create a platform for the high technology innovation and entrepreneurism in the Country.

“The investments represent Cisco commitment to the main Brazilian innovation priorities and to its long

Cisco Plus Brazil 2012 had the presence of Paulo Bernardo, the Communications Minister, Sergio Cabral, Governor of Rio de Janeiro State, and Eduardo Paes, Mayor of the City of Rio de Janeiro.

term presence in this Country”, determined Abreu.

Political support The ads were produced during the Cisco Plus Brazil 2012 opening ceremony, in Rio de Janeiro. The event had the presence of Paulo Bernardo, the Communications Minister, Sergio Cabral, Governor of Rio de Janeiro State, and Eduardo Paes, Mayor of the City of Rio de Janeiro.

About Cisco Innovation Center in Rio, Abreu informed that the plan is to develop new technology solutions especially adapted to Brazilian needs. The center main activity will be to integrate Cisco portfolio with technologies produced by local companies, creating solutions that meet the Brazilian market needs.

Initially, the Innovation Center will focus on solutions development for urban development (Smart + Connected Communities), sports and entertaining, public safety, education and health. Additional solution areas will be integrated in 2013, including Oil and Gas and Smart Grid/electric grid.

Investment fund The Capital Venture Fund for TIC and Digital Economy priority will be the incentive to the development of new Brazilian technology companies and the entrepreneurism in the Country.

The manufacturer`s plan is to invest up to R$ 50 million, besides the cooperation of local investors, who will become partners of the investment vehicle to be managed by the chosen funds manager. The information technology and communication Brazilian market has a huge economic and innovation potential.

By acknowledging this potential, Cisco intention is to accelerate the introduction of new technologies and to offer competitive advantage with pioneering investments in

“The investments represent Cisco commitment to the main Brazilian innovation priorities and to its long term presence in this Country” — RODRIGO ABREU, OF CISCO DO BRASIL

emerging technologic innovations, by supporting the development of high growth small and medium companies in the technology, digital media and telecommunications industries.

Technology transference Cisco is also looking for opportunities to develop agreements with local companies and entities, to meet the needs the Brazilian market key areas and to stimulate the local technology development and, at the same time, to strength the Brazilian TIC sector.

It was recently announce an intellectual property agreement with Intelbás to supply the growing market of IP (Internet Protocol) telephony in Brazil.

The companies are working together to help the small and medium size businesses to teach the collaboration by using the recently announce Cisco

Business Edition 3000 and the Cisco Unified Communications technology licensing for certain Telebrás telephones and IP gateways.

Cisco and Intelbrás will make available the Cisco Business Edition 3000 using more than 10 000 Intelbrás partner channels in Brazil. The medium size partners – with up to 300 users – will be able to usufruct the benefits of a Unified Communications efficient system with professional functionalities which can support a future growth.

It was also announced a Work Transformation Power Program agreement and en understanding memorandum of a partnership with SENAC-RJ (Serviço Nacional de Aprendizagem Nacional), which will benefit more than 1000 students in Rio de Janeiro, who are interested in starting a network career.

The important Research and Development area, the Planetary Skin Institute, an independent non-profit global organization for research and development, initially incubated by Cisco and by NASA, developed a number of agreements with Brazilian institutions that are leaders in the government`s R&D, in the academic area and in the private sector for the partnership development of decision platforms, about risks and resources management, which are of fundamental importance to maintain Brazil`s international outstanding position in sustainable development.

Abreu concluded by saying that Cisco will keep on expanding its corporate social responsibility initiatives in the Country, particularly with the Cisco Networking Academy program, which has about 25 000 students in Brazil yearly, in more than 250 academic centers. The program established several partnerships with public and private institutions to keep the expansion of the number of students in the Country.

•

29

1

INNOVATION

THE HEALTH INFORMATION INCREASES THE SECTOR EFFICIENCY Hospitals, clinics and laboratories invest in the information integration, but still sin in the data safety, conclude experts during Cisco Plus Brazil 2012 event. Advances in Rede D’Or, with the information consolidation and the adoption of IP technology were also pointed out

he information safety was one of the most pointed out themes during Cisco Plus Brazil 2012. The Forum Vertical de Saúde, which was held on the third day of the event, showed not only the hospitals penury in this area but also the advances of telemedicine and other services that explore the information and communication technology resources.

The survey, that was signed by Escola Paulista de Medicina and conducted by Heitor Gottbert, presently Cisco healthcare business manager, about the Information Safety Management in Hospitals, showed that the Brazilian health units still have a long way to evolve in this area. The purpose was to identify how protected are the patients’ medical records. To this end, a “gold standard” was defined and it was applied to a selected group of hospitals.

According to Gottberg, the safety

T

30

in health theme is very discussed in countries such as the United Kingdom, USA and Australia, which have specific legislations. In Brazil, Associação Brasileira de Normas Técnicas (ABNT) already translated the generic Norm 27001 and the specific Norm 27799 for the health area. What we notice is that the growing information of medical records is bringing new challenges to the sector.

Gottberg also says that Cisco actuation in the segment has the purpose to help hospitals to better define and implant the information safety management, by means of a portfolio and a complete architecture, which ranges from the edge safety to avoid attacks, to the internal safety, by means of applicative that guarantees that no information whatsoever will be taken from the company without permission.

The survey was carried out in 2009, with a series of questions used to

measure the hospitals adherence to the recommendations of norm 27001 and, in a higher punctuation, of norm 27799. They have evaluated the themes involving safety processed and, also, those referring to the electronic medical records systems.

Gottberg explains that the electronic medical records implantation, which gained momentum in the last five years, changes the hospitals safety paradigm.

Before, the data were kept in physical records and the doctors and nurses were accountable for the guarantee of their reliability and confidentiality.

With the electronic medical record, the data are stored in servers and it is necessary to evaluate how the hospitals are getting prepared to guarantee the same reliability degree.

This, by the way, is one of the three pillars on which the survey was based: confidentiality, integrity and availability, with 11 chapters devoted to the norms, including themes such as

politics, confidentiality agreements with employees and third persons, access to ex-employees’ information, among other subjects.

In some items, the results exceeded 50%, such as the norm that foresees the implantation politics and that concerning the employees’ nondisclosure agreements, besides safety criteria for those piece of equipment used outside the hospital and backup processes.

In other questions, none of the 11 hospitals that have taken part in the survey reached 100% of conformity, such as the item of norm 27799 which determines that the data to be stored should be in cryptogram. Furthermore, to determine which procedures should be adopted in case of the information security failures and information about the documents reliability degree were the items with lower points. This shows that the hospitals have very little knowledge about what to do in these cases.

The results have shown a low general average of conformity in security processes (37.1%) and in system (38.7%). It is clear that there is a long way to go, but as the systems are being implanted, these processes trend to evolve. The information is coming, but it is needed to overcome some problems, so that the medium can advance”, he says.

Gottbert points out, however, meaningful changes from 2009 to the present days, because the software are undergoing assessments by Sociedade Brasileira de Informática em Saúde.

The survey evaluated, for example, if the quantity of accreditations of one hospital has an influence on the good security management performance.

“It is proven that it has, because only those that had accreditations were above 50%. About the systems, on the other hand, even a hospital with

no accreditation could have a high grade, as it is focused in businesses processes”, he said.

Cisco is conducting a number of projects in institutions such as Albert Einstein, which uses intruders’ prevention and detection prevention solutions. According to Gottberg, security is a no return evolution way.

“We are evolving from a low perception stage as far as the recommended international standards are concerned, to a stage with a higher maturity and awareness, as there is an actual demand for more reliability, confidentiality and availability, and this scenario in its entirety should change”, he foresees.

Telemedicine On the second panel, “The Telemedicine Evolution at the Patient’s

“The telemedicine is being used in the country since 1999 for interaction among doctors for consultations with an expert or a second opinion!

— FRANCISCO JAVIER FERNANDEZ, OF ITMS TELEMEDICINA DO BRASIL

Service: How the Technology can improve the remote treatment”, said Francisco Javier Fernandez, executive vice-president of ITMS Telemedicina do Brasil. He noticed that although the Brazilian legislation does not permit a doctor/patient consultation with the information technology resources, the telemedicine is being used in the country since 1999 for interaction among doctors for an expert’s consultation or a second opinion.

One of the most advanced Brazilian hospitals in the area is the excellence HCor hospital, which uses telemedicine for monitoring and Cisco telepresence resources in the intensive care units, among other areas.

“Telemedicine is not only the use of technology resource with medicine content. It aims at improving the service and the medical services, as well as improving the productivity and the efficiency in the health area. As soon as both benefits are attained, it is needed to consider security aspects and the patient’s privacy”. With this statement, Fernandez summarized the precepts of the Norwegian Health Ministry, one of the most advanced countries in the telemedicine area.

He says that it is possible to use the TIC opportunities to transport the information and not the patient, permitting to take care of patients as close as possible to his/her bed or at home. There are still questions involving network protocols for homecare, but, in the future, most part of dwellings will have an IP network point.

Fernandez also showed data from Chile, which has more than 600 primary care points, but only 400 cardiologists, 85% of them in the three largest cities. Besides counting on a health norm for the theme, the telemedicine enabled a 30% reduction

31

1

INNOVATION

of mortality by ischemic diseases, according to data of Chile Health Ministry.

In Brazil, SAMU takes care of a population of 109 million inhabitants, with 114 health services, in 926 cities.

In this infrastructure, 428 units are operating today with telemedicine resources. Secretaria Municipal de Saúde e Defesa Civil do Rio de Janeiro will increase to 60 the number of health stations equipped with telemedicine resources. Presently there are 15 UPAs 24 Horas which offer teleconsultation services for second opinion and electrocardiograms telediagnoses.

During the event, Cisco showed a telepresence integrated solution with telemedicine medical pieces of equipment together with ITMS, the company’s partner in the area. “There are pilot project and the government incentives, but this is an area which has a long way to go. We are introducing in the market an integrated solution of medical pieces of equipment such as

Bluetooth stethoscope, dermatologic and ocular cameras and a software to record the expert doctor integration with the remote units”, informed Heitor Gottberg, Cisco healthcare businesses manager.

The forum ended with the presentation of Rede D’Or case. Since 2004, the network began an aggressive growth policy with new hospitals and acquisitions. Today, there are 21 units which add up 2.7 thousand beds and the group’s goal is to have 4.5 thousand beds and a R$ 3.9 billion income in 2015. According to Fabio Costa, IT Corporative Manager, the fast growth brought soma management and technology challenges; and pointed out that the network infrastructure was of fundamental importance to support the company’s accelerated expansion.

“At each and every new hospital there was a structure and, therefore, a different challenge. Many of them had a growth potential and the IT focus and the company management was to adjust the processes. But many

Minister Paulo Bernardo measuring his blood pressure during Cisco Plus Brazil 2012, in Rio de Janeiro

32

hospitals had no IT investment”, recalls Costa. The company needed to make an effort to consolidate and standardize assets and to integrate the information, which already has the three main hospital ERP solutions in the market: WPD, MV and Tasy.

“It was necessary to produce managerial information, but as it was on paper, it was difficult to consolidate the data as every solution has a different manner to name and process the income, besides the technology and processes differences”, points out Costa.

The solution was to make an integration architecture connecting all the units into a network and taking to a data center the information that are generated in hospitals. At the central, the data are consolidated in an integration layer, from where the managerial information is extracted.

After consolidated, this information is returned to the units and to the corporative management.

“None of this would be possible if we did not have robust network architecture, provided by Cisco.

Today all the information integration and consolidation problems and systems are solved with the business intelligence integration layer which we have developed and a well-structured network”, summarizes Costa.

The networks structure also reduced the costs. The company started the architecture with data links, then added Cisco switches and it was a pioneer in IP Telephoneny in the health area.

According to Costa, the laboratories units had very low incomes, which did not justify the local technology cost.

“With the operation centralization and the IP network, it was possible to eliminate the investment of a telephony center for each and every unit”, he concludes.

•

5HJLVWUH VH H ɲTXH SRU GHQWUR GDV QRYLGDGHV FLVFR

fb.com/CiscoDoBrasil Ɣ twitter.com/CiscoDoBrasil Ɣ youtube.com/ciscodobrasiltv Ɣ radiocisco.com.br Ɣ cisco.com/web/BR/eventos

www.cisco.com.br 33

1

INNOVATION

EDUCATION WILL INCREASE INVESTMENTS IN TIC Analysts and professors discuss possibilities and applications

he Brazilian educational area lives one of its best historical moments: the inclusion process is accomplished and the discussions now deal about the quality and the professional

T 34

qualification processes. In this context and with the popularization of tablets, smartphones and social networks, the area sees in the information and communication technologies a natural way for investments.

“The pr ivate teaching institutions in Brazil move R$ 30 billion yearly, and the investments in technology oscillate, depending on the region”, explains William Klein, Hopper Education operations director. “But this investments average, between 5% and 8%, is not good. Most part of the budget of a private teaching institution goes to payroll”, he adds.

The executive believes that the big challenge is to shows to those schools and universities that it pays to invest in technology and that the payroll problems can also be solved. “This market is financially rich, is warmed up and has demand”, says Klein.

With the network technologies evolution, the distance (EAD) arises as one of the most promising

6 The Virtual Classroom enables – with no need to download applicative – lessons and seminars for EAD, besides administrative and teachers’ meetings ones. The present success of this teaching modality is due to the great development in Brazil, mainly driven by the need to license teachers of the basic education network. But the possibilities do not stop here. There is a huge number of potential private and public contents.

The smartphones and tablets, which already can be seen in the hands of school age children, are another potential platform for the development of a more technological education. “We must be prepared to have 25 million users of smartphones in Brazilian teaching network”, forecasts Klein. These technological resources, according to him, should serve the need to motivate the student, so that he/she will learn more.

“Can videos and multimedia contents help? Everything shows that they can. Where will they be used? We need infrastructure: data centers, routers, wireless, tablets, etc.”, explained the analyst.

Solutions To transform the educational system in Brazil into a world class standard, integrating it to the 21st century knowledge society, in which the learning becomes possible anywhere, anyplace and on any screen: this the Cisco proposal for the sector in the Country.

Presently, several company solutions are applied in the education area, mainly in high teaching institutions.

The company’s attention points

in the sector, explains Ricardo Santos, accountable for Cisco do Brazil education vertical, are the infrastructure, the classroom, the curriculum and, of course, the teacher. The solutions portfolio for connectivity, safety and collaboration permits, by means of products and architectures, the creation of an environment in which the student can learn in the teacher’s presence or not (distant learning).

“The telepresence, for example, can serve for communication via video which depend on a lot of time in front of the screen, or of visualization of high definition details.”, explains Santos.

“Teachers’ capacitation courses, remote discussion of a thesis and profession technical courses are examples of these technologies application.”

Connected schools also grow in possibilities, explains the executive.

With Cisco technologies it is possible to install network infrastructure in the whole school or campus (or even between campuses), guaranteeing connectivity among students, teachers and administrators. This network can serve as a base to support academic activities such as university TVs, for example. It also permits monitoring systems to inhibit vandalism, protect the school perimeter and reduce costs with security.

The portfolio of “Teaching and Learning 3.0” is another trump card. With it is possible to create a complete remote teaching structure (EAD), with studio for educational

and administrative videos creation and edition. The Virtual Classroom, on the other hand, enables – with no need to download applicative – lessons and seminars for EAD, besides administrative and teachers’ meetings.

Social video systems for storage, contents search and qualification, such as lessons, seminars and researches so that students and teachers share their contents and work in collaboration with the video.

This is the Academic Portal, which enables all these resources via web.

Research The research is another interesting point. The “Globalized Research and Innovation” portfolio includes resources such as the Connected Researcher, which permits the integration via telepresence, in a high resolution environment, with researchers of National and International Research Centers, in order to maximize the innovation potential and the exchange of knowledge.

The academic data centers, on the other hand, enable the management of data processing, storage and transmission resources by the cloud virtualization and computation, integrating valuable resources in one virtual system. These data centers can either enable scientific researches which require a high processing level, or, with the idle capacity, virtualize books collections, for example.

•

35

1

INNOVATION

THE NEW SECURITY FRONTIER Cisco offers solutions which increase visibility in the war against the cybercrime, and invests in satellites routing he c yber s pace is the new frontier for military defenses. As much or more important than the three traditional frontiers (air, land and sea), it already is considered by many experts as the most critical one, due to the attacks speed peed and the damages that it can an cause, mainly of intellectual nature. n Even those companies that haat have competent IT departments ntss suffer with the recurring attacks, ks, taking this “war” to the corporate atee sector.

The virtual threats are increasingly reasingly more severe, sophisticated ed d and common place.

“In 2011 more than 8 billion lio on malicious transactions viaa web were blocked by our urr safety systems”, explained d B arbara Adey, s eniorr director of Cisco safety y and governments group,, during the vertical forum m which discussed the dataa networks safety in Cisco o Plus Brazil 2012. “The e cyber- attack can jeopardize zee both the companies’ growth wth h and their s peed g row ow ws exponentially.

There are many threat levels le evels that the IT professionalss should s

T

36

take into consideration when they formulate a c ybernetic defense strategy. The constant technological evluti9ons, the mobile devices explosion (including the corporate networks) and the safety policies that many times are incorrect,, which impact p the

businesses flexibility are factors to be considered.

However, the first and most pr i v i le ged s p ac e to s how, understand and track these threats is, undoubtedly, the network: this is Cisco vision. According to Barbara,, about 35% of

emails global traffic, for example, undergoes solutions that are sold by the company. “The network can be the foundation for the cybernetic solution. We believe that it confers a privileged position to understand the organizations traffic and show what is happening.”

Therefore, the executive believes, Cisco arises as a natural partner to develop safety solutions. “Some of the most famous breach cases could have been avoided with this approach and adequate safety policies”, she says.

acknowledgement infrastructure reinforced in a scalable manner, helping to g u arantee “the complete data confidentiality with omnipresent cryptography between the devices. Accessing the network”, explains Barbara.

Cisco portfolio also includes security solutions for mobility, cloud, desktops virtualization, besides prevention against data lo s s e s and P CI compliance.

“Furthermore, we have the biggest team in the world for threats analyses”, says Barbara.

Foundation

Satellites

Three pillars support Cisco safety technology: reliability, visibility and resilience. They are the base for the Secure X architecture, which determines and reinforces safety policies through the whole distributed network and not only in one data flow point. The purpose is to meet the safety needs of network environments in constant evolution, leveraging the global and local safety intelligence use to obtain protection in actual time.

This architecture gave origin to resources such as TrustSec, with its exclusive platform bases on security policies, the Identity Services Engine (ISE), for integrated access services based on the context.

Cisco TrustSec has its identity

On the really military ground, Steve Legge, global businesses development of Cisco Satellite Solutions, spoke about the company actions in the satellites sector. “The last big industry segment to adhere to the IP technology”, according to him, represents a huge market which still is in development.

Cisco satellite solutions integrate optimized architectures to space vehicles using the IRIS (Internet Routing in Space) line, by means of Cisco 18000 Space series routing products. According to Legge, the satellite communication market is in an inflexion point, thanks to the growing orbital capacity combined to the land based systems, which are increasingly more using IP

technologies, by mobility standards.

IRIS Cisco technology promises to transform the way governmental agenc ie s as well as pr ivate organizations use the network services based on IP technology.

Cisco 18400 router is presently being used by Intel IS-14, one of the most advanced commercial satellites in orbit. By means of this technology, the connectivity services can be provided on demand.

Besides, the spatial routers enable the organizations to reach multiple continents from only one connection with the TCS network infrastructure. TCS is a Cisco partner channel which offers the first satellite commercial managed services with IRIS technology.

This infrastructure permits the voice, data and video traffic with better fl exibility and effi ciency, if compared to the present and frag mented communic at ion networks via satellite.

“Cisco customers can lead this transition with our satellite solutions by extending their mobility and WiFi offers to service providers, delivering scalable services on corporate networks, wide band and backhaul applications”, explained Legge. “The technology brings advantages which will become a trend, and Brazil has chances to be a pioneer.”

•

37

1

INNOVATION

SMART CARE: RELIABILITY FOR THE CUSTOMER, VALUE FOR THE PARTNER Collaborative service among channels and Cisco improves the network monitoring and increases the corporate efficiency specially designed to help small and medium size organizations to simplify their network infrastructures maintenance, by means of regular evaluations, proactive monitoring, besides remote support and repair, Cisco Smart Care services program is an interesting choice for the company’s customers – and partners. Based on a collaborative approach for services rendering, it combines Cisco’s and its partners’ strengths.

Smart Care consists of a client of software or network appliance installed in the contractor’s infrastructure to collect previously determined information. This information is sent, in a secure way, to Cisco’s partner, which can receive notifications about any identified risks or problems. In many cases, a specific correction for the incident can also be obtained, as well as the capacity to remotely apply this correction. Should an equipment replacement be necessary, the SLA will always be observed.

The generated reports permit the

E

38

visualization of the infrastructure health, including the network devices availability and security by means of a friendly panel. The appliance also serves as a platform for proactive evaluations and repair services, and can cover from one to hundreds of devices.

Thus, Smart Care not only improves the Smart Net, another Cisco support program, but also offers the channel partners the opportunity to add value to the services. “We did not want to link our products and expertise in something less passive, so that the customer could obtain a little more management”, explains Luciano Faria, commercial director of N&DC, Cisco integrating partner which offers Smart Care for about two years.

In this spec ific c ase, the product that is resulting from the collaboration between manufacturer and integrator was called N&DC Smart Care. “The customer does not have the work to open calls, make updates etc., and counts with a package of after-sales hours”,

explains the company director, who presently has agreements with industries, operators, educational institutions of the public and financial sectors. “The Smart Care has no specific market. Any customer with Cisco equipment can hire it.”

Presently, among the more than 500 partners of all levels of Cisco do Brasil, only 30 offer Smart Care. Any partner with interest in offering the service needs to have Select or superior certification.

“Our expectance for the next 3 to 6 years is, at least, double the number of agreements”, explains Marcelo Nunes, Cisco’s accountable for Smart Care businesses in Brazil. “And we will double the number of partners as well. In 10 months, we grew 50%.

Since August 2011 we grew more than 118% in income and number of agreements”, he adds.

Nunes conta que para ser oferecido no País, o Smart Care passou por um período de preparação e maturação e que, agora, os números vão crescer efetivamente. “Os parceiros são um ponto forte nesta estratégia”, diz.

•

39

1

ARTICLE

THE IMPORTANCE OF WAN IN THE CLOUD ENVIRONMENT * BY MAURICIO GAUDENCIO

The router relevance grows in the infrastructure management which supports the cloud applicative ne of the most commented themes in the IT world today is cloud. The great majority of companies have plans to migrate their applications and services to the cloud – public or private cloud. Applicatives based on this environment, such as ScanSafe, Salesforce.com and Google, have multiplied, and the companies concentrate increasingly more the applicatives on data centers, taking them from the branches and smaller offices.

For a long time, IT professionals wish to centralize the applicatives in a data center, aiming, basically, gains in efficiency and economy. They will gain by sharing the resources in physical facilities, electricity consumption, security and even specialized people.

Nevertheless, the applicatives performance, the WAN links cost and reliability, besides the need of a fail proof environment, have always been inhibitors of this centralization.

Today, however, the WA N connectivity is more reliable, w ith higher s p e ed s a nd the pr ice is dropping ver y fast. This permits the companies to have higher speed

O

40

links and the backup links many times have similar speeds as compared to the main link. This evolution, allied to the virtualization technologies in the data center, enabled the companies to start the centralization of their applicatives in one data canter, and leverages the growing use of cloud based applicatives.

But there is a fundamental point that is many times neglected: the access router role. Responsible to provide access to the data network, this equipment offers just the basic connectivity, not taking into consideration a number of services that became necessary in cloud.

An operation in cloud needs to trust much more in the WAN connectivity for any daily task and, if for any reason it becomes inoperative, unstable or slow, the customers’ productivity and satisfaction are seriously jeopardized. We need mechanisms that guarantee not only the connectivity, but that only the necessary

Agora você poderá encontrar seus amigos e clientes trazendo o conceito de TelePresença ao seu desktop, não importa em que cidade ou país eles estejam.

Características: Ɣ Tela de 21,5 polegadas full HD Ɣ Controle touch screen Ɣ Resolução de vídeo com 1080p30 e 720p60 Ɣ Suporte aos protocolos H.323 e SIP com bandwith de até 6 Mbps para chamadas ponto a ponto, possibilitando o estabelecimento de chamadas de alta qualidade Ɣ Possui câmera Cisco TelePresence PrecisionHD, levando qualidade e clareza para as chamadas de vídeo Ɣ 2 caixas de som de alta performance integradas na parte frontal do equipamento, elevando a qualidade do áudio &RPSDUWLOKH FRQWH¼GRV HP DOWD GHɲQL©¥R +' FRP DSHQDV XP WRTXH A Telepresença da Série EX da Cisco vai se tornar indispensável no seu dia a dia.

Com ele você tomará decisões de maneira rápida, estreitará relacionamentos e ainda aumentará a HɲFL¬QFLD GH VHX WUDEDOKR

Entre em contato com a Cisco e saiba mais: 0800 7621300 www.cisco.com.br

41

1

ARTICLE

applicatives are consuming band, that the applicatives have an excellent performance, even when they are remotely used and, finally, we need survival mechanisms and tolerance to failures.

Data such as latency, delay and jitter, many times affect more the performance of an applicative than the band width. And this lack of visibility and control took Cisco to develop new mechanisms and improve functionalities that we already have for many years in our routers.

Functionalities such as NBAR, NetFlow, IPSLA, built in the IOS, permit the network administrators to have an in depth view of the WAN use. And mechanisms such as QoS and HQoS permit the administrators to control the environment, giving priority to the applicatives, according to their need.

With the AVC (Application Visibility and Control) and with the PA (Performance Agent), we are giving another stop forward. The AVC 1.0 permits the acknowledgement of more than 1000 applicatives with the use of NBAR2.

This way it is possible to make a Deep Packages Inspection (DPI), with no need to add any equipment to the network. Added to the new graphic interface, Cisco Insight increases the applicatives visibility travelling in WAN and creates QoS policies in a more granular and automatic way.

The Performance Agent (PA) is also part of IOS and is habilitated on the access routers to give us a better visibility about the connectivity characteristics and how this affects the applicatives answer time. With no need to add more pieces of equipment, the PA permits to extend the NAM (Network Analysis Module) functionalities to all offices.

WAAS (Wide Area Application Services) is Cisco devices family devoted to applicatives acceleration. We have recently announced the WAASx or WAAS Express, which the the Applicatives Acceleration functionality integrated to the routers IOS operational system. In other words, we can provide applicatives acceleration from the access router, with no need of another element in the network or the change of any equipment.

PfR (Performance Router) is a Cisco developed mechanism, which guarantees the maximum utilization of all WAN links, by means of an intelligent load balancing, based on the applicatives needs, and offering a much lower convergence time by permitting the network to have a much faster recovery from a failure condition.

42

By using mechanisms such as IP SLA, NetFlow or even RTP, the router maintains a table with the conditions of each and every link (with information such as Jitter, Delay, Latency…) and performs the load balancing based on the application needs and on every link conditions. This mechanism guarantees that all links are used the whole time and with intelligent load balancing. Should any failure occur or even a bottleneck in some link, this will be immediately noticed by the router, which will redirect the traffic, guaranteeing a much shorter recovery time.

The migration to cloud is an inevitable movement.

The network infrastructure however should be adequate to support this migration, and the access router has a fundamental role in this movement. Build-in mechanisms in Cisco pieces of equipment permit us to have a visibility of remote networks environment, a better control over the applicatives and how they use the network, besides accelerating the applicatives to guarantee the maximum use of all links with a shorter time for failure recovery.

Cisco ISR Router is today the only router in the market that can provide all these services in an integrated way, permitting a safer and easy migration to the cloud.

•

* Mauricio Gaudencio is Product Manager – Latin America Services Router Technology Group of Cisco Systems.

43

44