Virtualization_New_Frontiers_Paper_0 by Paul Langer

SERVER VIRTUALIZATION: SOLVING REAL AIR TRANSPORT ISSUES

New Frontiers Paper

Contents

Foreword.............................................................................................................................................................................4 Server Virtualization: Driving change..................................................................................................................................5 Virtualization solves real issues for air transport ................................................................................................................6 Explosion of data processing and storage ...................................................................................................................6 Managing IT at outstations...........................................................................................................................................7 1. Cutting per passenger costs ..............................................................................................................................8 2. Supporting future changes .................................................................................................................................8 3. Improving quality of service ................................................................................................................................8 Optimizing IT costs ......................................................................................................................................................9 Reducing complexity....................................................................................................................................................9 The case for a community approach ...............................................................................................................................10 What are the major challenges of Server Virtualization?..................................................................................................12 Initial server administration and management time may be higher..............................................................................12 Increased criticality of physical servers ......................................................................................................................12 Good governance .....................................................................................................................................................12 New generation data centre.......................................................................................................................................12 Conclusion ........................................................................................................................................................................13 Notes and references .......................................................................................................................................................14

ÂŠ SITA 2010

Server Virtualization 3

Foreword

It is rare that a technology comes along that genuinely offers CIOs an opportunity to step back and radically re-think the running and management of IT operations; a technology that offers the prospect to re-organize - starting with a blank piece of paper; a technology that ticks the boxes that keep the CEO happy. So server virtualization, which can deliver increasing levels of computer performance with less infrastructure, more flexibly, and at lower unit cost, is understandably creating excitement. Even though server virtualization is still in its infancy, it already promises to enable a substantial shift in the way IT is delivered over the next decade. Processor, memory, and storage resources that today must be delivered in fixed amounts will be delivered dynamically with finer granularity, on-demand. That will usher in an entirely new wave of hardware and software innovation as well as spearhead a generation of more energy-efficient computing. Within air transport, server virtualization could address a number of pressing issues, most notably significant cost savings and a sustainable means to cope with the explosion of data processing and storage required for today’s and tomorrow’s air travel. But its ability to efficiently manage IT operations dispersed over a wide geographical area also opens up a new lower cost model for managing IT infrastructure at outstations. It is a model that sharpens the competitive edge by enabling the faster rollout of new IT-based services, improving uptime and enhancing service quality to customers and employees. The focus of this New Frontiers paper is server virtualization, which is just a single piece of a virtualization jigsaw that also covers storage, applications, and desktops. Together they form a more efficient environment for data storage and running infrastructure, which are underpinning the use of new business models such as cloud computing. In the long run, the powerful economics of virtualization technology could see airlines and airports move more and more functionality to large server farms that are centrally managed. Nevertheless, the adoption of virtualization technologies and virtualized environments does not come without challenges. There are new skills and best practices that the industry’s IT practitioners need to learn. As has proved the case with a lot of the IT infrastructure that serves our industry so well today, there is much to be gained from pooling resources to reduce unit costs and avoid unnecessary duplicate investment. By doing this we also share our knowledge and experience, enabling us to learn and gain the benefits of virtualization faster than if we worked alone. It also provides us with a solid baseline from which we can all innovate further.

Rene Azoulai Senior Vice President, Products and Solutions SITA

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Server Virtualization: Driving change

Virtualization is one of today’s hottest IT topics. Comments from technology analysts underline the strength of the trend. n

“Virtualization will be a cornerstone technology as medium and large enterprise organizations around the globe accelerate the need for more dynamic and converged infrastructure designed to support the business needs of the next economic cycle.” Source: IDC press release Oct 2009.

Forrester predicts “We are entering a new six- to seven-year cycle of IT growth and innovation”. A period it calls “Smart Computing”, “Smart Computing rests on new foundation technologies such as ...server and storage virtualization ...2010 marks the beginning of this next phase of technology advancement.” Source: Forrester press release Jan 2010

Within air transport, virtualization is already making an impact. The 2009 Airline IT Trends Survey shows that 42% of airlines plan to make a significant investment in hardware virtualization in the next three years, while another 48% plan to evaluate it1 . Airports also see the potential. Sixty-six percent of airport respondents to the 2009 Airport IT Trends Survey plan to invest more in consolidating IT infrastructure using technologies such as virtualization, in the next few years. The case made for virtualization in data centres is straightforward.

Airline technology investment plans in next 3 years 0

Data Security & Identity Management

36%

Hardware Virtualization

58%

42%

Service Oriented Architecture

48%

32%

51%

90 100 6%

11%

17%

Major Investment Application Virtualization

21%

VoIP & IP Telephony

61%

18%

R&D/Nominal Investment 37%

44%

19%

No Investment

Source: 2009 Airline IT Trends Survey

Today, a typical setup for a data centre is to host business applications on dedicated servers. It is a one-to-one relationship. This situation has led to substantial over-provisioning of hardware and poor utilization. According to analyst, roughly 80% to 90% of enterprise computing capacity is unused at any given time. Financially, this adds up to US$140 billion in excess server capacity in the market2. The result is high Total Cost of Ownership (TCO) and low Return on Investment on IT infrastructure. Server virtualization addresses this by enabling an organization to break away from the one-to-one setup, boosting hardware utilization to between 60% and 80%3. The higher the utilization that can be achieved the less physical servers needed. Even going from 20% utilization to a meagre 60% represents a 3:1 consolidation ratio of servers, but publicised examples indicate the ratio can be much higher. COPA Airlines reportedly improved server utilization rates from 10% to 75%4.

Server Virtualization 5

Virtualization solves real issues for air transport The increased automation of many processes within the air transport industry has brought enormous benefits both financially and operationally, but the greater concentration of information and communication technology is also bringing new challenges.

Explosion of data processing and storage Digital technologies are driving an exponential growth in the creation of electronic data. It represents a big issue for corporations, increasing the cost and complexity of managing IT. According to research by IDC, the number of servers globally will nearly double by 2012 and give IT departments responsibility for around five times more data. In the same time frame, the number of daily user interactions with that data will also increase more than eightfold and the number of mobile users and devices that need to access that data is likely to triple5. It is a trend that air transport will not be exempt from. Its global dimensions make it a more technology-intensive industry than most, and over the next five years the shift of passenger processing and aircraft operations to digital applications will result in an explosion of data creation that will need storing, processing and communicating. In this context, the network will be an increasingly critical component, needing next generation communications infrastructure that can deliver the bandwidth and performance necessary, within a robust framework, to give end-users access to business applications efficiently and without interruption. Take typical passengers of the future. A 2D bar coded boarding pass will be used to ‘guide’ them through the airport, biometric identifiers will ease their journey through security checkpoints, while RFID tags will track their luggage from bagdrop to its final destination. Airport and airline IT infrastructure will need to cope with the constant scanning and tracking in real time of over two billion passengers and their baggage at multiple contact points throughout their journey. The increase in IT demand should justify bigger budgets, but industry surveys consistently show that IT budgets are getting a smaller slice of the cake. Airlines now spend on average around 1.7% of revenues on IT compared to 2.5% five years ago. It is a similar story at airports. The 2009 Airport IT Survey puts the figure at 3.2% compared to 4.1% in 2004. A new model for data storage and running infrastructure based around server virtualization could help solve the problem by slowing the industry’s need for data centre expansion. Properly implemented, virtualization can help airlines and airports achieve a tremendous reduction in the amount of both their data centre infrastructure as well as distributed servers located at outstations and city offices.

How does server virtualization work? Essentially it works by splitting a physical server into separate partitions. Each partition becomes a virtual server running its own applications in isolation from the other partitions. Problems with an application running in one partition do not affect other virtual machines on that same physical server. All the virtual servers are managed by virtualization software sitting as an umbrella layer on the physical server managing the computing resources between the applications. The net result is that multiple applications can seamlessly be run on a single piece of physical hardware meaning dramatically higher utilization rates and fewer physical servers, with those that remain used as a pool of resources to be drawn on as needed. In effect, virtualization better matches computing capacity with load, thereby making much more efficient use of IT investments.

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Managing IT at outstations Airlines have been expanding their route networks since the arrival of the jet engine, but it has left their IT managers grappling to run the increasingly complex and dispersed operations. Continental Airlines, for example, reportedly has IT infrastructure located at 192 sites around the world with approximately 20,000 PCs and 2,000 servers6. Even comparatively small international airlines can still have a significant network of city and airport outstations to manage. Ethiopian Airlines has 113 locations globally that need to be connected7. But the way that IT infrastructure has been deployed over time at these outstations, with new technologies bolted onto old, presents a number of pain points for CIOs. SITA customer research8 indicates that the top three issues with current Information and Communications Technology (ICT) infrastructure at remote stations are: n

Lack of flexibility to support modern needs

Time to market â&#x20AC;&#x201C; difficult to equip and deploy new solutions quickly

Supporting end-users locally is complex

What is clear is that existing ICT architectures are hindering rather than supporting the achievement of critical business objectives at outstations - per passenger cost reductions, ability to quickly deploy and support future changes, and improved quality of service. Virtualization technology offers a way to address all three.

Virtualization addresses a number of outstation pain points for airline CIOs. Lack of flexibility

Lack of flexibility - difficulty to support modern needs (for ex. mobile workforce)

Time to market - difficulty to equip new sites promptly

Complexity to support end users locally

Time to market

Complexity to support

Lack of cost predictability

Quality issues

IT security

Complexity to manage Based on responses to SITA Customer Advisory Board survey, 2009

ÂŠ SITA 2010

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1. Cutting per passenger costs Technology has proved a vital competitive weapon for airlines in cutting per passenger costs, but managing it brings a host of challenges at outstations where synchronization of local databases, server sprawl, backup requirements and local storage can all be a headache. In addition, the pressure to customize to meet local requirements at each site restricts the ability to operate a standardized environment. Having a local IT manager in every location is not economically viable so airlines increasingly rely on local third-parties to provide IT support and maintenance. This brings additional challenges such as language, training, vendor management and maintaining secure access to corporate systems. It all adds up to high IT overheads, which cuts the economic benefits that the technology delivers. In locations where labour costs are relatively inexpensive and passenger volumes low, it can undermine the business case for investing in technology. Server virtualization can significantly reduce these overheads by allowing computing hardware, storage, and network infrastructure to be managed from a central location. This reduces the need to have local IT managers or third-party service providers on-site. The consolidation into a centralized environment limits capital outlays at outstations, while making the management and maintenance far easier and cost efficient. By using a centralized control console, servers can be created, started, stopped, and even moved in a few clicks.

2. Supporting future changes Rolling out new technology across a large number of outstations can be a time consuming and problematic exercise. British Airways, for example, has reportedly 25,000 end-users scattered across 300 locations around the world, accessing more 9. than 250 applications For such a dispersed organization handling change effectively is critical. A software upgrade for check-in kiosks for instance or a new wireless application for employees could require a visit to each individual site, or even device, to perform the upload. The ability to rapidly deploy a new system or upgrades can therefore be a big time saver. By managing and deploying software in a centralized virtual environment, any application can be accessed by any end-user device no matter where it is located, making it much faster to rollout and upgrade IT services. And because virtualization allows for the quick creation of different operating system environments, it is easy to run legacy applications alongside new versions, migrate applications to new environments, and restore systems in post-disaster scenarios. A second issue that hinders agility at outstations is that most are only equipped with just enough IT to handle the scheduled number of flights and passengers for that city. That makes it difficult to scale IT needs up quickly to accommodate sudden changes or opportunities, such as a limited trial of a new route or even a special event, such as a major convention. Virtualization is very scaleable so IT infrastructure can be rapidly tailored to meet demand levels. New servers can be added or removed quickly making it extremely useful for airlines and airports to react to changing market conditions without the cost of over provisioning infrastructure.

3. Improving quality of service The increasing intensity of technology use at outstations – for both passenger processing and airline operations – means that more and more quality of service for passengers and employees is measured by the availability of the applications and devices needed to perform tasks. Taking positive steps towards the ‘continuous availability’ of IT infrastructure is therefore becoming a necessary goal for airlines. Virtualization provides a major step forward at the data centre level. Since applications no longer rely on specific hardware, the single IT point of failure is removed. Consequently, hardware failures no longer cause application downtime. If a physical server breaks down or requires routine maintenance, the software is automatically moved to another without any transaction discontinuity or loss, making the change transparent to a customer or employee. This capability works equally across different geographical locations providing an additional degree of protection from site-level disruptions. In addition, by centrally managing the infrastructure at outstations and city offices, customers and employees get consistent access to applications and systems wherever they are in the world.

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Optimizing IT costs Proponents of server virtualization cite its high return on investment (ROI) as one of its main benefits. Publicised case studies of enterprises that have already been through the exercise, as well as independent research, tend to bear this out. Analysis carried out by Nemertes Research concludes that in a large environment with 5,000 servers, virtualization can save nearly US$ 4 million per year in capital and operational expenses, while those with about 200 servers stand to save some US$ 160,000 annually10. Savings mainly come from the capital costs of fewer servers with the higher the level of server consolidation, the lower the TCO that can be achieved. For a major airline, the savings could be considerable. There are also further savings from associated network and storage infrastructure, as well as maintenance, to consider. The geographically dispersed nature of airline operations can make this last item a more significant element of the business case than in other industries. Virtualization can also significantly reduce the overall cost of energy for companies. While the power consumption and heat output of a system with high levels of utilization will be greater than that of a system under a lesser load, the consolidation of multiple lowly-utilized servers should still produce less heat and demand less power overall.

Reducing complexity Over the last five years simplification has become crucial to allow airlines and airports to cope with increasing passenger growth in a sustainable manner. From an IT perspective, simplicity is often more reliable, more secure, and more usable. Nevertheless, the need to run and manage more and more applications and IT processes has led to increasing complexity of IT infrastructure. By way of an example, getting a British Airways passenger in the air reportedly involves 600 different electronic systems and processes11. Airports also have complexity issues derived from managing the differing requirements of multiple tenants. For example, airport operator Fraport AG, which operates Frankfurt Airport (FRA), reportedly manages around 120 major applications for the airport at its data centre12. If its early promise continues, server virtualization may well prove to be one of the most significant weapons developed to remove the underlying complexities of IT infrastructure at a local level. This makes it particularly useful to address the disparate nature of airline and airport IT infrastructure. The reduction in quantity of IT infrastructure makes management and maintenance far easier. In essence, by using virtualization to consolidate the IT infrastructure centrally and regionally, any application can be delivered to any end-user device, giving a consistent customer and employee experience, no matter where they are located, while simultaneously reducing the complexity inherent in managing both the data centre, and myriad of end-user devices and applications.

Server virtualization may well prove to be one of the most significant weapons developed to remove the underlying complexities of IT infrastructure at a local level.

ÂŠ SITA 2010

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The case for a community approach

One challenge for air transport is to adopt an appropriate model for maximising the benefits from server virtualization. It follows that the largest efficiency gains and therefore cost savings will be where consolidation of infrastructure is the greatest. A community based approach, in which dedicated industry server farms are optimised to meet the needs of air transport operations, therefore has serious potential. Under a community approach of the type advocated by SITA, server virtualization could be deployed to take advantage of economies of scale and multi-tenancy to reduce the cost of using information technology resources. It would provide airlines and airports with access to computing resources in an on-demand manner. This Infrastructure as a Service (IaaS) type model could essentially lease out the infrastructure resources on which the airlines deploy their own software. The applications are then available to end-users in a ‘plug-and-play’ manner, much as electricity is used today. The primary reason that a community model could be a better way forward than going it alone is that it avoids the cost and the risks of building and managing new data centres for what is a relatively new technology. The scale of consolidation at the industry level also ensures lower operating costs. This is self-evident in a number of situations. First, as a low cost disaster recovery alternative. Virtualization provides a cost effective way to access a back-up data centre for disaster recovery purposes, negating the need for an airline or airport to invest in its own duplicate data centre that may only be required sporadically. A pay-as-you-go business model would allow airlines to mitigate both planned and unplanned downtime, while minimizing the cost impact. Second, handling occasional peaks in demand. The revenue generated from spikes in passenger traffic such as through trialling a new route, a major event or a seasonal fluctuation does not always justify an airline or airport over-provisioning its own IT infrastructure. Having the ability to tap into 3rd party computing resources as and when required, paying only for what is used, provides a flexible means to both grow and contract business operations quickly and cost effectively.

Infrastructure-as-a-Service (IaaS) Infrastructure-as-a-Service (IaaS) makes basic computational resources – such as storage, disk space, and servers – available as on-demand services.IaaS often takes the form of virtualized computing environments, leveraging virtual images to alleviate the typical problems associated with remote hosting of applications in aligning operating systems, application servers, hardware, and other application specific details with the needs of the customer. Virtualized computing environments allow the customer to configure and deploy the application centrally and then execute it within a remote environment without worrying about the underlying server and network infrastructure. BlueLock and Amazon EC2 are good examples of IaaS providers. The Infrastructure-as-a-Service model is gaining popularity on the back of the shift towards Cloud Computing. Under Cloud Computing elements of a company's computer needs – software applications, processing power or data storage – are provided via the Internet as a service, rather than through an in-house IT system. Under the IaaS model, airlines would get access to virtual servers on which they deploy their own software, rather than using their own physical machines, via the ‘cloud’. To date, IaaS has seen heaviest adoption among businesses that don’t have the resources or economies of scale to build out large IT infrastructures.

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Third, the international nature of airline operations can make it essential to load balance servers globally to smooth performance levels for both customers and employees at each site. This can carry a high cost in terms of money, time and resources to manage multiple data centres or co-location sites around the globe. Access to the managed virtual infrastructure of a service provider would enable airlines to reduce their regional IT footprint, alleviating the management burden without sacrificing the benefits available from a virtualized environment, such as speeding up deployment of new applications to outstations. There are other reasons why a community approach makes sense beyond pure cost savings. Virtualization requires a new set of IT skills and tools. Surveys of those who have already been through a virtualization exercise consistently indicate that 13 the primary obstacle with virtualization is lack of experience of the technology . Re-training staff to cope with the new demands can be time-consuming, while retaining staff with a highly in-demand skill can be expensive. A community approach would allow airlines to build experience in virtualization technology in a low risk, controlled manner, leading to the development of an industry centre of excellence for virtualization. This would ensure that best practices and standardized performance levels can be achieved across the industry, as well as being an incubator for further innovation of virtualization technology. Further, airlines and airports could avoid an â&#x20AC;&#x2DC;all or nothingâ&#x20AC;&#x2122; approach by adopting virtualization at their own pace, where non-critical processes could be tested first to build experience slowly. Perhaps more significantly it would also allow airlines and airports a route for developing a private community cloud computing infrastructure further down the road.

A community approach would allow the development of a centre of excellence for virtualization. This would ensure that best practices and standardized performance levels can be achieved across the industry.

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Server Virtualization 11

What are the major challenges of Server Virtualization? While server virtualization promises significant benefits, it brings with it a number of challenges that need careful consideration.

Initial server administration and management time may be higher 14

Simpler administration is often cited as a major benefit of virtualization, but recent research suggests that lack of experience and knowledge of a virtualization environment can make administration in the short term more complex while the learning curve kicks in. For example, routine management tasks such as simply figuring out how many servers there are in the data centre is trickier when there is no hardware to count. Therefore, new administration processes need to be developed, understood, and learnt before efficient management can be performed.

Increased criticality of physical servers Virtualization has the effect of making hardware more important. Although it cuts down on the number of physical servers needed, each one – by virtue of it supporting multiple applications – becomes significantly more critical. An outage in the physical infrastructure will now affect more applications and as a consequence more user populations. Therefore, the fewer physical servers need higher reliability. A community approach could mean more aggregated focus on this strict requirement. Virtualization calls for new IT capabilities and a whole new level of skill sets that may not be inherent in existing staff. In addition, investment in new monitoring tools from both a cost and training perspective needs to be factored into the business case.

Good governance Virtualization places greater emphasis on a comprehensive understanding of the co-dependencies between the different computing elements. For example, if application X is dependent on data inputs from application Y, the two applications need to reside on the same server. If they are housed on separate servers, downtime for the server hosting application Y may result in data discrepancies between the two applications. A lack of adherence to good governance and best practices can undermine the benefits of virtualization and lead to an environment that is more complex to manage than before. A second issue requiring good governance is avoiding virtual server sprawl. Virtualization makes adding new servers extremely easy so strong discipline is needed to avoid under-utilized virtual machines proliferating out of control.

New generation data centre Server virtualization requires data centres with a higher physical specification than many older data centres can support. This can lead to additional costs. For example, virtual servers are heavier than their non-virtualized counterparts so the additional weight can be an issue. Additionally, virtualized servers generate much more heat per server due to their higher utilization rates. That requires advanced cooling systems and greater power supplies than may be available.

Other types of virtualization Storage virtualization Storing data on one physical server can create a bottleneck, if many applications need to access it, as is typical with airline processes. The exponential growth in data is also causing problems, with many applications generating more data than can be physically stored on a single server, as well as backup issues. For these reasons, it makes sense to move data storage into a virtualized environment, usually at the same time as server virtualization is implemented. Virtualized data storage can reduce costs and improve data management efficiency.

Desktop virtualization Desktop virtualization reduces the complexity inherent in managing desktop environments by eliminating the need for IT personnel to log in to remote desktops or physically visit them to troubleshoot problems. An ‘image’ of each desktop is retained centrally, which allows management to take place at the data centre.

Application virtualization Desktop virtualization’s management efficiencies can be extended further by combining it with application virtualization. A single ‘image’ of an application is maintained centrally from where it can be accessed by multiple users. With the applications no longer residing on the virtual desktop administration is easier and since those application-free desktops now require less local disk space there is a cost saving on storage as well.

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Conclusion

Server virtualization is still at an immature stage within air transport, but as evidenced by industry surveys, it is a technology that is receiving serious attention and within five years will be the mainstay of data centre design. Driving the interest is its ability to satisfy a long list of real business and technology needs and tackle growing air transport trends, namely the ability to: n

Deliver substantial cost savings and ROI

Address the industryâ&#x20AC;&#x2122;s growing demand for data processing and storage

Reduce and simplify the regional IT footprint of airlines by centralizing IT infrastructure

Help airports limit the number of airline specific set-ups

Speed up the deployment of IT-based services across route networks

Limit the reliance on airline managers or 3rd parties for local IT operations

Increase robustness of infrastructure leading to higher business continuity

Absorb traffic spikes by matching IT capacity to demand.

Enhance green credentials

Sustain business evolution without having extra investment in data centre capacity

While this paper has focused on server virtualization, as the primary conduit for air transport businesses to gain experience of virtualization, there are considerable synergies to be had by virtualizing as many components of infrastructure as possible â&#x20AC;&#x201C; encompassing servers, applications storage and desktops. In particular, the ROI can much higher when server and storage virtualization are deployed together and likewise, with desktop and application virtualization. The complete transition to a virtualization environment should therefore be a medium-term technology goal. Virtualization, in all its forms, offers a new model of deploying and managing IT that will improve performance at a lower cost for airports and airlines, particularly at outstations and remote city offices. However, a bigger opportunity for rationalising IT infrastructure exists at the community level where the scale of consolidation and therefore the benefits, are greater. Under this Infrastructure-as-a-Service type model, industry participants are insulated from the costly impact of hardware issues by accessing computing power on-demand, on a pay-as-you-go basis. This brings all the benefits of virtualization, while eliminating the risks of a go-it-alone strategy. Nonetheless, airlines and airports will always want to retain control and run their own infrastructure for some critical processes, so a community solution offers an opportunity to tap into and test virtualization for non-critical processes without the cost of a major investment. It also provides a low cost means to assess the adoption of other infrastructurerelated models such as cloud computing, grid computing and Software-as-a-Service, that are emerging as powerful alternatives to running and managing traditional computing resources.

ÂŠ SITA 2010

Server Virtualization 13

Notes and references

Note 1, Page 5:

The Airline IT Trends Survey is conducted annually by Airline Business and SITA. Summary results are available at www.sita.aero.

Note 2, Page 5:

Source: IDC, Enterprise Class Virtualization 2.0, Feb 2007

Note 3, Page 5:

Source: VMware customers as detailed in VMware presentation: ‘Improving Cost of Ownership and Return on Investment with VMware Virtual Infrastructure’ – January 2006

Note 4, Page 5:

Microsoft case study available at: http://www.microsoft.com/casestudies/Case_Study_Detail.aspx?CaseStudyID=4000002601

Note 5, Page 6:

Source: IDC Digital Universe white paper sponsored by EMC, May 2008

Note 6, Page 7:

October 2008 issue: http://www.cpatechnologyadvisor.com/print/The-CPA-TechnologyAdvisor/Good-Virtualization-Requires-Good-Virtualization-Management/1US$2125

Note 7, Page 7:

Ethiopian Airlines press release dated 5th May, 2009

Note 8, Page 7:

SITA survey of customers at advisory board meetings

Note 9, Page 8:

Source: http://www.cio.com.au/article/326523/british_airways_leverage_soa_travel_system_upgrade

Note 10, Page 9:

Quoted in IDG Enterprise: A Roadmap to Reducing Complexity, page 3

Note 11, Page 9:

Source: http://www.computerworld.com.au/article/326544/british_airways_selects_progress_software _soa_solutions_upgrade_travel_experience

Note 12, Page 9:

http://www.datacenterdynamics.com/ME2/Audiences/dirmod.asp?sid=&nm=Magazine+Archives&type= Publishing&mod=Publications%3A%3AArticle&mid=8F3A7027421841978F18BE895F87F791&tier=4&id= 3E7131134EB546CEBA437C15608CA834&AudID=E5BD2FF22AF74DF3A0D5F4E519A61511

Note 13, Page 11:

Network Instruments survey at Interop, 2009; Rackspace Virtualization Survey, 2007

Note 14, Page 12:

Network Instruments survey at Interop, 2009

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For further information, please contact SITA by telephone or e-mail: East & Central Europe +41 22 747 6000 info.ece@sita.aero Latin America & Caribbean +55 21 2111 5800 info.lac@sita.aero Middle East & North Africa +961 1 637300 info.mena@sita.aero North America +1 770 850 4500 info.nam@sita.aero North Asia & Pacific +65 6545 3711 info.nap@sita.aero North Europe & Sub-Sahara Africa +44 (0)20 8756 8000 +27 11 5177000 info.nesa@sita.aero South Asia & India +65 6545 3711 info.sai@sita.aero South Europe +39 06 96511500 info.seu@sita.aero www.sita.aero

ÂŠ SITA 10-THW-054-2. All trademarks acknowledged. Specifications subject to change without prior notice. This literature provides outline information only and (unless specifically agreed to the contrary by SITA in writing) is not part of any order or contract.