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Overview Country or Region: Turkey Industry: Financial Services Customer Profile Based in Istanbul, Turkey, Garanti is

Overview

Country or Region: Turkey Industry: Financial Services

Customer Profile Based in Istanbul, Turkey, Garanti is one of the country’s largest private banks, with international operations and assets of U.S.$24.4 billion.

Business Situation Garanti Technology, the technology subsidiary of Garanti, needed a centralized administration tool to help IT staff monitor some 800 servers, including more than 400 in branch offices.

Solution Garanti Technology deployed Microsoft® Operations Manager 2005 to manage servers in its data center and all of its branch offices.

Benefits Centralized management Enterprise-level performance Support for service level agreements Easy customization

Microsoft Windows Server System Customer Solution Case Study

Turkish Bank with 437 Branches Centralizes Windows Server System Infrastructure Management

“With Microsoft Operations Manager we are able to be proactive in ways that simply weren’t possible before our deployment of MOM.”

Ferda Bek, Unit Manager, Garanti Technology

One of the largest private banks in Turkey—with assets of U.S.$24.4 billion—Garanti has a large IT infrastructure that includes extensive use of the Microsoft® Windows Server2003 operating system and Microsoft SQL Server2005 database. The company’s technology subsidiary, Garanti Technology, uses Microsoft Operations Manager (MOM) 2005 to provide event and performance management, proactive monitoring, alerting, and reporting on systems and applications. MOM agents are installed on some 800 computers, including most servers in the data center and all of the computers serving the bank’s more than 400 branch offices. Garanti is benefiting because MOM 2005 provides centralized management, enterprise-level performance, support for service level agreements, and

Overview Country or Region: Turkey Industry: Financial Services Customer Profile Based in Istanbul, Turkey, Garanti is

“When the free space of the hard disk on a server drops below a threshold value, MOM gives an alert. … Prior to MOM we often didn’t learn of such problems until we received a phone call or e-mail announcing that something was

Situation

Since its founding in 1946 in Ankara, Turkey, Garanti Bank has grown into one of that country’s largest private banks, with assets of U.S.$24.4 billion. Owned by the Doğuş Group, a large Turkish conglomerate, Garanti Bank provides retail, commercial, corporate, and private banking services. The bank’s more than 10,000 employees serve some 5 million customers a day through a network of 427 domestic branches, five overseas branches and five international representative offices— in Moscow, London, Düsseldorf, Shanghai, and Geneva. Garanti expects to grow to some 600 branches by the end of 2006.

Garanti has long been a leader in adopting new technology to enhance its product offerings and services, and has earned numerous industry awards for its technological innovations, including being named “Turkey’s Best Internet Bank” for five consecutive years by Global Finance magazine. In 2004, for the third year in a row, the magazine also awarded the bank’s Web site the Golden Spider Web Competition Grand Prize in the financial services category. Garanti was the first Turkish bank to receive an International Organization for Standardization ISO 9001:2000 Quality Certificate covering all its banking departments and functions.

To best achieve its business objectives, Garanti has organized its IT functions within a wholly owned subsidiary, Garanti Teknoloji A.S.

(Garanti Technology). The bank’s heterogeneous IT environment includes IBM mainframe systems running the DB2 database, UNIX servers running Oracle, and Microsoft® SQL Serverrunning on the Microsoft Windows Server2003 operating system. Both SQL Server and Windows Server 2003 are part of Microsoft Windows Server Systemintegrated server software. For several years Garanti has been steadily increasing its use of SQL Server and the Windows Server 2003 operating system. With a staff of 520, Garanti Technology has helped the bank reduce processing loads on its mainframe by steadily improving existing internal applications and designing its new applications to run on Windows Server System, including Microsoft SQL Server 2005 running on Microsoft Windows Server 2003 Enterprise Edition.

The IT solutions created by Garanti Technology enable the bank to improve its efficiency in serving its customers and to provide them with a better experience. The solutions are tightly integrated and developed entirely in-house by Garanti Technology. These systems are used heavily across all delivery channels and at all levels of Garanti.

Any organization with the processing needs of a bank and hundreds of branch offices faces major challenges with operations management. Garanti manages six Active Directory® service forests, seven Active Directory

“When the free space of the hard disk on a server drops below a threshold value,

domains, 450 servers running Microsoft Exchange Server 2003, 475 SQL Server 2005 and SQL Server 2000 servers with almost 600 databases, and some 50 Internet Information Services (IIS) applications hosted on almost 50 servers.

Garanti tried several third-party management applications but didn’t find one that met its enterprise-level needs. The bank needed a solution that would provide:

Centralized management, including that of its more than 400 branch offices. Enterprise-level performance that could keep up with its rapid growth. Support for service level agreements (SLAs). Support for SLA documentation. Ease of customization to facilitate monitoring internally developed applications from the MOM consoles.

This need escalated with the growth of the company.

Solution

After evaluating other solutions, Garanti deployed Microsoft Operations Manager (MOM) 2000 in 2001. In late 2005 it upgraded to MOM 2005, which provides comprehensive event and performance management, proactive monitoring and alerting, reporting and trend analysis, as well as specific knowledge and tasks to improve the manageability of Microsoft Windows® based servers and applications.

Garanti deployed MOM 2005 onto four servers:

Two computers are configured as MOM Management Servers, which coordinate communication with MOM agents installed on monitored computers. They also support the MOM Administrator Console, which provides rules for editing and component configuration, and, for monitoring, the Web console and MOM Operator Console. The two MOM Management Servers are configured so one acts as the primary resource, and the other takes over should the first server become unavailable. One computer is configured as the MOM database, which is used to store operational data. The fourth MOM computer is dedicated to data warehouse archiving.

The four MOM servers are located in Garanti’s main data center, with MOM agents installed on some 800 computers, including most servers in the data center and all of the computers serving branch offices. Generally, one computer is used for each branch office, hosting SQL Server, Exchange Server, and other essential services and applications.

MOM Architecture The MOM architecture has three layers. The presentation layer includes:

The MOM Web Console, hosted by IIS, provides monitoring capabilities.

domains, 450 servers running Microsoft Exchange Server 2003, 475 SQL Server 2005 and SQL Server 2000

“The MOM Management Packs, including the ones for SQL Server, Active Directory, and Exchange [Server], have been extremely helpful to our operations.”

Kenan Ağyel, Team Manager, Garanti Technology

The MOM Administrator Console provides rules for editing and component configuration capabilities. The MOM Operator Console provides monitoring capabilities. The MOM Reporting Console uses SQL Server 2000 Reporting Services to generate reports on the data in the MOM Reporting Database. Users can modify existing reports and create new reports.

Operations Database for use in long-term reporting and trend analysis. The MOM Reporting Console uses SQL Server 2000 Reporting Services to generate reports from the Reporting Database. Data in the Reporting Database can be used to create custom reports and applications.

The business logic layer includes:

Management Servers, which collect data and events from managed computers and then pass data to the Data Access Service. Data Access Service, which processes database requests. Agent Managers, which can automatically install agents as well as install and collect attributes on monitored computers. Agents, which collect data and events, apply rules, and respond to alerts and events. Agents also send data and events to Management Servers.

The data layer includes:

The MOM Operations Database, which holds all configuration data and operations data, and is hosted on SQL Server. The configuration data includes rules and overrides, computer group hierarchy, scripts, views, server configuration, agent configuration, and discovery schema. The MOM Reporting Database, which holds data from the MOM

“The MOM Management Packs, including the ones for SQL Server, Active Directory, and Exchange [Server], have

“We now use MOM 2005 for all of our SLA management of the Intel platforms. MOM makes it easy to report on SLA performance, which is important to us because SLAs are used throughout Garanti.”

Ferda Bek, Unit Manager, Garanti Technology

Garanti Deployment Features At its branch locations, which generally are each served by a single server, Garanti uses MOM to monitor systems and applications including domain controller, Microsoft Exchange Server 2003, SQL Server, Microsoft Systems Management Server (SMS) 2003, fax and file server, print server, and EDM (a Garanti Bank software distribution application for core banking).

At its data center, Garanti uses MOM to monitor systems and applications including domain controllers, SQL Server clusters, Exchange Server clusters, print server clusters, file server clusters, fax servers, the terminal server farm, Web servers, domain controllers, EDM servers, SMS, Microsoft Host Integration Server 2000, and antivirus solutions.

Console, Web Console, Reporting Console, Instance-Aware Monitoring, Cluster-Aware Monitoring, 64-bit Agent Support, and Report Customization.

Using MOM to Manage SQL Server With some 480 instances of SQL Server and about 500 databases, SQL Server plays a critically important role throughout Garanti Bank operations. To help ensure the continual availability of SQL Server in the data center and throughout the branch offices, Garanti Technology uses SQL Server Management Pack for MOM to monitor the performance and availability of components and functions such as the SQL Server Agent, database health and free space, SQL Server clustering and named instances, security, and SQL Server Replication.

Garanti makes good use of MOM Management Packs. “We use 15 MOM Management Packs, including those for Windows Server, Exchange Server, SQL Server, ISA [Internet Security and Acceleration] Server, and Active Directory,” says Kenan Ağyel, Team Manager at Garanti Technology. “Garanti application developers have created some 25 custom management packs to bring MOM monitoring to internally developed and third-party line of business applications.”

The company takes advantage of the rich feature set, using more than 20 MOM features, including:

The SQL Server Management Pack provides both proactive and reactive monitoring of SQL Server 2000 and 2005 across the Garanti enterprise environment. Availability and configuration monitoring, performance data collection, and default thresholds are built for enterprise-level monitoring. Both local and remote connectivity checks help ensure database availability.

With the expertise built into the SQL Server Management Pack, Garanti can manage SQL Server to identify issues before they become critical. The management pack increases the security, availability, and performance

Administrator Console, Operator

“We now use MOM 2005 for all of our SLA management of the Intel platforms. MOM

“Before MOM we didn’t have a centralized tool.”

Hakan Acu, Systems Support Specialist, Garanti Technology

for the entire SQL Server infrastructure.

the operations team now resolves about 90 percent of MOM alerts.

The company is in the process of upgrading its SQL Server Management Pack. “We’re very happy with the additional information and reports we have found in the SQL Server Management Pack for MOM 2005,” says Umut Nazlica, Specialist, System Management, Garanti Technology. “One of the first things we’ll use it for is to verify completion of backups at the branch locations. This is something we used to do with scripts. Doing it with MOM makes it easier to execute and manage.”

Benefits

Using MOM 2005 for health and performance monitoring, service monitoring, disk space monitoring, security auditing, reporting, capacity planning, and other functions has given the company the operational data it has long needed. The deployment has generated several benefits for Garanti, including centralized management, enterprise- level performance, support for service level agreements, and easy customization. Centralized Management Garanti Technology has an operations team of about 25 dedicated to providing round-the-clock monitoring, using the MOM Operator Console. Information from the Operator Console is so complete that the company has seen a significant reduction in the number of issues that are escalated to second-tier support;

MOM gives Garanti the centralized point of management it needed to better monitor and manage its operations. “With Microsoft Operations Manager we are able to be proactive in ways that simply weren’t possible before our deployment of MOM,” says Ferda Bek, Unit Manager at Garanti Technology. “We have configured MOM to send e-mail and SMS [Short Message Service] messages to alert us when predefined thresholds have been reached so we can address issues before they become problems.”

Metin Kiliç, Systems Support Specialist at Garanti Technology, provides an example of how important these alerts can be. “When the free space of the hard disk on a server drops below a threshold value, MOM gives an alert. This allows us to take necessary action before the lack of space becomes a problem. Prior to MOM we often didn’t learn of such problems until we received a phone call or e-mail announcing that something was wrong.”

Although some monitoring was done earlier with scripts, that solution was decentralized and provided only partial coverage. “Before MOM we didn’t have a centralized tool,” says Hakan Acu, Systems Support Specialist at Garanti Technology. “We created scripts to monitor some critical assets to test, for example, that Active Directory was running. But

“Before MOM we didn’t have a centralized tool.” Hakan Acu, Systems Support Specialist, Garanti Technology for

"The ability to integrate our custom scripts with MOM helps us to keep management centralized to the MOM consoles, which is a great help.”

Metin Kiliç, Systems Support Specialist, Garanti Technology

this was only done for some of our systems, and just those in our data center. And while this allowed us to test availability of hardware, we didn’t have a way to verify whether applications were properly running.”

The ability to monitor application availability enhances customer satisfaction. “We now can monitor and manage the entire network and all of the servers from one location— including applications,” says Acu. “Managing applications is important because so many of the bank’s applications are mission critical. If a line of business application isn’t working, people throughout the bank, including those in more than 400 branch offices, can’t be working and helping their customers.”

Enterprise-Level Performance Garanti previously had tried other operations management tools but saw that they lacked enterprise-level performance. “We found products on the market that could handle 100 servers or 200 servers, but they fell apart when managing 1,000 or more servers,” says Nazlica. “We needed an enterprise-level solution, and that is what we have gained with MOM.”

The company also found MOM easy to deploy across the enterprise. “With some third-party tools that we tried, we worked for two or three weeks to get them up and running in our test lab, and still couldn’t get the performance we needed,” says Nazlica. “With MOM we were up and

running and getting results within two or three hours.”

Enterprise-level management is enhanced because of the MOM Management Packs that help create a single point of integration. “The MOM Management Packs, including the ones for SQL Server, Active Directory, and Exchange [Server], have been extremely helpful to our operations,” says Ağyel. “Combined with the custom Management Packs we’ve created for our internal applications using the MOM MP Software Development Kit, they have allowed us to manage a large collection of applications and services from our centralized MOM Administrator Console.”

Support for Service Level Agreements Service level agreements are important tools for Garanti to use in ensuring, and documenting, the availability of key services and applications throughout the bank, including its branches. “We now use MOM 2005 for all of our SLA management of the Intel platforms,” says Bek. “MOM makes it easy to report on SLA performance, which is important to us because SLAs are used throughout Garanti.”

The SLA reports generated with MOM can also be used in budgeting. MOM reports on network performance, for example, can be used by a branch to document the need for equipment upgrades or for more wide area network bandwidth.

"The ability to integrate our custom scripts with MOM helps us to keep management centralized to

MOM makes it easy to generate SLA reports for branch sites, which was particularly challenging before the MOM deployment. “With MOM we can provide exacting SLA commitments and reporting for the branches, which we couldn’t do before,” says Ağyel. “SQL Server is essential to our operations and is deployed at all of our branches. With MOM we are now guaranteeing SQL Server availability of 99.96 percent, and using MOM we can demonstrate that we are consistently meeting this SLA. We offer similar SLAs for Exchange and other mission critical services and applications.”

the MOM consoles, which is a great help.”

Ease of Customization Garanti creates custom MOM Management Packs to monitor its many internal applications. Garanti also extends the SQL Server MOM Management Pack with custom scripts created using Microsoft Visual Basic®. “We can easily create management scripts for our internal applications so they can be monitored from MOM consoles,” says Nazlica. “We also use scripts to use MOM to monitor things like index fragmentation details across our 500 SQL Server databases.”

MOM makes it easy to manage whatever custom scripts are created. “We use MOM to initiate the scripts and to log the results,” says Kiliç. “We also use it to trigger any alerts or other actions based upon the results of the scripts. The ability to integrate our custom scripts with MOM helps us to keep management centralized to

MOM makes it easy to generate SLA reports for branch sites, which was particularly challenging before

For More Information

For more information about Microsoft products and services, call the Microsoft Sales Information Center at (800) 426-9400. In Canada, call the Microsoft Canada Information Centre at (877) 568- 2495. Customers who are deaf or hard-of-hearing can reach Microsoft text telephone (TTY/TDD) services at (800) 892-5234 in the United States or (905) 568-9641 in Canada. Outside the 50 United States and Canada, please contact your local Microsoft subsidiary. To access information using the World Wide Web, go to: www.microsoft.com

For more information about Garanti products and services, visit the Web site at: www.garanti.com.tr

© 2006 Microsoft Corporation. All rights reserved. This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Microsoft, Active Directory, Visual Basic, Windows, the Windows logo, Windows Server, and Windows Server System are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. All other trademarks are property of their respective owners.

Document published February 2006.

Microsoft Windows Server System

Microsoft Windows Server System integrated server infrastructure software is designed to support end- to-end solutions built on the Windows Server operating system. Windows Server System creates an infrastructure based on integrated innovation, Microsoft's holistic approach to building products and solutions that are intrinsically designed to work together and interact seamlessly with other data and applications across your IT environment. This helps you reduce the costs of ongoing operations, deliver a more secure and reliable IT infrastructure, and drive valuable new capabilities for the future growth of your business.

For more information about Windows Server System, go to:

Software and Services

Microsoft Windows Server System

− Microsoft Windows Server 2003 Enterprise Edition − Microsoft Operations Manager

− Microsoft Internet Information Services version 6.0 − Microsoft SQL Server 2000 Reporting Services

  • 2005 Hardware

− Microsoft SQL Server 2005

Enterprise Edition Technologies − Microsoft Active Directory

Intel-based servers

For More Information For more information about Microsoft products and services, call the Microsoft Sales Informationwww.microsoft.com For more information about Garanti products and services, visit the Web site at: www.garanti.com.tr © 2006 Microsoft Corporation. All rights reserved. This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Microsoft, Active Directory, Visual Basic, Windows, the Windows logo, Windows Server, and Windows Server System are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. All other trademarks are property of their respective owners. Document published February 2006. Microsoft Windows Server System Microsoft Windows Server System integrated server infrastructure software is designed to support end- to-end solutions built on the Windows Server operating system. Windows Server System creates an infrastructure based on integrated innovation, Microsoft's holistic approach to building products and solutions that are intrinsically designed to work together and interact seamlessly with other data and applications across your IT environment. This helps you reduce the costs of ongoing operations, deliver a more secure and reliable IT infrastructure, and drive valuable new capabilities for the future growth of your business. For more information about Windows Server System, go to: www.microsoft.com/windowsserversy stem Software and Services  Microsoft Windows Server System − Microsoft Windows Server 2003 Enterprise Edition − Microsoft Operations Manager − Microsoft Internet Information Services version 6.0 − Microsoft SQL Server 2000 Reporting Services 2005 Hardware − Microsoft SQL Server 2005 Enterprise Edition  Technologies − Microsoft Active Directory  Intel-based servers " id="pdf-obj-8-46" src="pdf-obj-8-46.jpg">