Case Studies
Virtualized desktop infrastructure at a major bank
OVERVIEW: Virtual Clarity has taken an important role in a major bank’s end-user computing (EUC) transformation program and implementation of virtual desktop infrastructure (VDI). This project represents one of the largest enterprise implementations of VDI globally. The solution is based on VMware View and a VCE Vblock platform. We are a driving force behind the architectural vision, VDI design and program implementation.
The client
The case study that follows describes more than 18 months of work (beginning in late 2009 and still continuing) for a top-25 European bank. With offices in 40 countries and over 105,000 employees, the bank offers banking, investments, life insurance and retirement services to a broad customer base.
The challenge
The bank’s aging desktop infrastructure was beginning to hamper its business growth. Senior IT leadership at the bank saw improvements as not merely overdue but critical to delivering better customer service. For these reasons, the bank embarked on a major infrastructure program that was committed to improving end-user productivity, speeding time to market and fostering continuous innovation.
Additionally, the bank needed a strategy to transition from Windows XP to Windows 7, and was keen to take this opportunity to make other improvements along with its desktop refresh. This included the goal of providing remote access to more than 12,000 users.
Our challenge was to ensure that the EUC transformation project delivered a significantly improved service level to end users and created greater flexibility for IT.
Our role
Virtual Clarity has worked with the bank to create and execute a strategy to modernize the EUC workplace. Together we have conceived and implemented an architectural vision of managed diversity. The new platform combines new form-factor desktops, thin clients, virtual desktops, application virtualization and unified communications. Services are available to businesses according to requirements and both Windows 7 and XP can be offered during the period of migration and application readiness.
We took the architectural lead for the VDI project and designed, implemented and operationalized a large-scale VDI platform based on VMware View and VCE Vblock platforms.
In the course of 18 months, our charter has seen us take on a number of evolving roles including:
- Architectural control and governance.
The bank initially engaged Virtual Clarity to help shape the architectural vision for the modernized desktop, including the VDI program. Throughout the life-cycle of the program, we have taken a role in guiding the project and knitting together the different project threads at the program level. Our governance remit has included VDI Architecture Lead, VDI Architecture Core Team, and key advisor sitting on both the Supplier and Architecture boards. Our responsibility is for overall quality control and integration of implementation and testing partners. - Strategy
Our initial work focused on reviewing vendor proposals and modeling costs for the bank’s preferred hybrid strategy. As part of this work we were able to segment the user population and map them to the hybrid platform based on their EUC requirements. As a result we found a robust use case and overall cost justification for significant desktop virtualization. Our strategic input also helped the bank to decouple their technology, hosting and service provider strategies – in other words, retaining control and avoiding vendor lock-in. - High-level VDI design
We built the technical-level program plan that defined the timescales for aggressively rolling out a large-scale VDI platform. In parallel, we defined the high-level VDI reference architecture that specified the key hardware and software components of the solution and the sizing that would be required. Having devised a strategy for the program’s technology, we developed and executed the RFQ for VDI server, storage and software supplier and implementation partner. - Building an operational model.
The VDI reference architecture changed the boundaries and interactions between operations groups, including external parties. We recognized that efficient operations of the VDI platform were critical to the program success. We developed an operational model that enabled the bank to operate and support the platform. We componentized the overall VDI service model and worked with individual operations teams to map how those components operationally integrate with each other. Importantly, our work specified how each operations team interacts with adjacent operational groups. We were able to ensure that design decisions minimized the number of interactions between operations teams to create the most efficient operational processes. - Implementation.
We assisted the bank to contract with the preferred VDI implementation partners and worked closely with them to drive the implementation. We created the high-level designs for the VDI backend and the virtualization and integration of Windows 7. We then guided the implementation partners with the detailed technical installation of the back-end infrastructure.
We specified the technical, project and commercial requirements for thin clients and then created and executed an RFP with the leading vendors. We then designed, implemented and configured the thin-client management infrastructure.
In parallel to the installation of the VDI backend hardware we designed and helped the bank to integrate secure remote connectivity over the Internet. Our solution was based on strong authentication and encryption from a leading security vendor. We worked directly with the risk and security groups within the bank to document and approve the secure remote-access solution.
Results
By the end of 2010, there were 12,000 users of the VDI service. Due to the success of the program the bank is now working to migrate over 50% of the user base onto the VDI platform in 2011. All remote access from authenticated users is now via the VDI service.
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