Brian Anderson VP of Marketing Axeda Systems Software Solution

Software Solution Requirements for
M2M
Brian Anderson
VP of Marketing
Axeda Systems
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Agenda
• Who is Axeda, What is DRM?
• Software solution
– Connectivity, communication, security,
applications
• Challenges of deploying M2M systems
– Scalability and flexibility
– Customer acceptance
• Customer case studies
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About Axeda
• The Leading Provider of DRM Software
and Services
– Over 40 leading OEM’s use Axeda DRM
– Focus on the OEM market
• Growing Business
– DRM growth of 40%
– Projected profitability in 2005
• Technology Innovator
– Patent for Firewall-Friendly™ technology
– 11 additional patents pending
• Global Presence
– Headquarters in Mansfield, MA
– Office in Europe, Representatives in Japan
– Customer deployments in over 20 countries
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What is Device Relationship
Management?
• Axeda DRM is software that connects your
organization to your deployed products to
– Deliver new value added services
– Lower your customer’s total cost of ownership
– Deliver superior service at reduced costs
– DRM = M2M for OEM’s
OEM Organization
Customer Locations
Axeda DRM
Engineering
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Service &
Support
IT Systems Marketing &
Sales
Internet
Deployed Devices
Reasons Companies Deploy DRM
Systems
Grow Revenue
– Increase contract renewals
– Pay for equipment use
– Help your customers
• Run their business better
• Comply with regulations
Reduce Service Costs
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Less travel
Lower call volume
Handle calls faster
Remote software upgrades
OS/Virus patch management
First-time right repair
Improve Customer
Satisfaction
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Raise MTBF
Lower MTTR
Lower device TCO
Less time on the phone
Manage Risk
– Meet regulations
• Sarbanes Oxley
• HIPPA
– Avoid litigation
– Virus/Security Vulnerability
Business Processes Automated by
DRM Today
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Pay for Use Billing
Call Avoidance
Call Handling
Call Routing
Remote Repair
Preventive Maintenance
Patch Management
SLA Compliance
Configuration Management
Infrastructure
Management
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Locating Assets
Identifying Assets
Inventory of Assets
Product Use Analysis
Customer Connectivity
Facilities Management
Regulatory Compliance
Quality Assurance
Calibration
Training
…
Select Axeda DRM Customers
Medical Instruments and Life Sciences
Enterprise Technology
Printing and Kiosks
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Elements of the Software Solution
Connectivity, communication,
security, applications
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Axeda DRM System Overview
Enterprise Data Center
Axeda
Enterprise
Axeda Applications
IT Systems
Support
Axeda
Agent
Internet
Engineering
Embedded
Axeda
Agent
Field
Service
Policy
Manager
External computer
Deployed Devices
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Axeda
Agent
Gateway to multiple
Marketing & Sales
DRM Users
Axeda Agents
Data Collection
• Continuous data
monitoring
• Periodic collection of
snapshots and files
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Deliver the right data at the right time
Modular design for rapid deployment
Software APIs for flexibility
Firewall-Friendly Communication
Axeda Builder
Business Rules
• Logic for alarms,
expressions, timers
• Execution of scripts
Axeda Agent
Project
Project Files
Files
Remote Control
• Multiple interfaces
• Software upgrades
Portable
•Compact footprint
•ANSI C design
Communication
•Firewall-Friendly
•Proxy servers support
•Standards: XML, SOAP
•Encryption: SSL
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Agent
Agent Core
Core Services
Services
Axeda
Axeda Agent
Agent Embedded
Embedded
Device
Device Data
Data Source
Source Drivers
Drivers
•GUI tool for
configuration without
programming
•Maintainability through
downloadable project
files
Multiple data sources
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Network Protocols
API Access
Scripts
XML Data
Event Logs
Database
Platform Resources
Other Sources
Thousands of Data Sources
• Device Sources: Application API, Device
Protocol
• Computer Sources: Database, Log File,
Performance Monitor
• Operating System Sources: Registry,
File System, Event Log
• Network Protocols: SNMP, WMI
• Industrial Protocols: ABB, Allen-Bradley,
Honeywell, Johnson Controls,
Mitsubishi, Siemens, York
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Correlation of Data for Root Cause
Analysis
• Continuous Data
Continuous
Data
– Numeric or string data
collected periodically
– Temp., status, CPU%, etc.
Alarms and
Events
Snapshots
• Alarms and Events
10:15
10:30
10:45
– Rule driven detection of faults or event occurrence
– Power loss, disk full, chassis open, etc.
• Snapshots
– XML collection of data gathered by running scripts
– Asset information, registry, detailed diagnostics, etc.
• Files
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– Collect files related to faults or operation
– Error logs, audit trails, configuration files, etc.
11:00
Files
Firewall-Friendly Communication
Customer
Policy
Manager
Axeda
Agent
SOAP / HTTPS
Internet
XML / HTTPS post
•
OEM
Axeda
Enterprise
Agent initiates all communication
– Support for proxy servers including authentication
– XML/SOAP over HTTPS
•
Public IP address not required
– LAN, dial-up modems, wireless GSM/GPRS/802.11/Bluetooth
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No changes to the customer network infrastructure
Field Proven Security
Customer
Policy
Manager
Axeda
Agent
OEM
Internet
Axeda
Enterprise
Protect Systems
• Leverages existing
network security
infrastructure
• Devices do not have
public IP addresses
• Customer control with
optional policy manager
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Internet Security
• SSL for end-to-end
encryption (triple-DES)
and authentication
(digital certificates)
• Prevents interception
and agent / server
impersonation
Authorized Access
• Users authenticated against
corporate security via LDAP
• Privileges limit access to
applications, devices, data
• Audit log of user activity
Roadmap to Proactive Support
Capability
Automated
Automated Resolution
Fix problems without human
intervention
Proactive Prevention
Prevent problems from occurring
Proactive
Reactive
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Proactive Detection & Resolution
Find & fix problems before the
customer sees them
Reactive Response
Faster resolution of problems
Faster Reactive Support
• Goal
– Improve call resolution time
– Reduce onsite visits
• Solution
Axeda
Access for
Desktop
Sharing
– Remote desktop sharing for
diagnosis and repair
– Configuration snapshots to
automatically collect information
Execute
Scripts to
Generate
Snapshots
Reduce onsite visits and increase
operator productivity
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Proactive Fault Detection and
Resolution
Business Rules
• Goal
– Increase customer
satisfaction
• Solution
– Continuous monitoring with
business rules
– Proactive notification and
diagnosis tools
Monitoring laser life provides 30%
higher instrument utilization
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Axeda Service for Detailed Diagnosis
Proactive Prevention
• Goal
– Prevent problems from
occurring
– Keep customers on latest
software & security patches
• Solution
– Remote software
upgrades and patches
Reduce software upgrade time
from days to hours
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Axeda
Software
Management
for Software
Distribution
Automated Resolution
• Goal
Centrally Managed Scripting
– Fix problems automatically
• Solution
– Scripts automate collection
and repair
– Integrate real-time operational
data with problem resolution
knowledge base
Axeda SDK
for Enterprise
Integration
Greater than 30% of issues resolved
without human intervention
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Usage Monitoring
• Usage Rules
– License software and hardware on a
usage basis
– Monitor consumable usage for
automatic re-supply
– Notify on exception
• Analytics
– Equip Sales with customer usage
information
– Spot trends and predict outcomes
– Aggregate data for
customers/products/regions/systems
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Reporting for Analysis
• Built-in reports exploit the
value of device data
• Output in Web, Acrobat, or
Excel format
• Easily create custom reports
with graphical report designer
View
Viewinformation
information
aggregated
aggregatedfrom
from
multiple
devices
multiple devicesto
to
spot
spot trends
trends
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Enterprise Integration
• Software Development Toolkit (SDK) for extending
Axeda DRM
• Web Services interface to Axeda Enterprise
• Support for Agent and Enterprise development
– Customization
– Extension
– Integration
• Example integration points
– CRM case creation
– Synchronization of customer and device information
– Knowledge base diagnostics and resolution
– Usage data for billing systems
– Automatic dispatch with identification of parts
– Data warehouse for complex analytics
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M2M Deployment Challenges
Scalability and customer
acceptance
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Attributes of a Scalable M2M System
• N-tier web architecture
• Federated architecture / function-specific server clusters
• Intelligent communication recovery following server
downtime or Internet interruption
• Database optimized for maximum scale and reliability
• Scalable UI controls to handle large device counts
• Automatic in-place archiving
• Separate application-specific servers
• Handle communication failures without needing to resend
already transferred blocks
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Highly Available and Scalable
Architecture
A highly available, load balancing firewall
passes HTTP requests to the web
servers.
Firewall
Firewall
A pool of web servers deliver the
requests to the application server cluster
using a load balancing algorithm.
DMZ
Firewall
A second layer of firewalls can isolate
the web servers from the corporate LAN
and create the DMZ
Firewall
Corporate LAN
Application Server Cluster
A cluster of application servers handle
requests from the web servers.
LDAP Servers
The database is configured using
Oracle’s Data Guard or Real Application
Clusters
Database Server Cluster
Two LDAP servers running in
replication mode.
The database accesses high availability
storage through RAID devices or a
storage array network.
Database Storage
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Rapid Deployment and Redeployment
Development
Axeda Builder
Axeda Agent
Install Shield
Axeda Builder
Axeda Agent
Axeda Agent
Project
Project Files
Files
Project
Project Files
Files
Project
Project Files
Files
Agent
Agent Core
Core Services
Services
Agent
Agent Core
Core Services
Services
Agent
Agent Core
Core Services
Services
Agent
Agent Embedded
Embedded Library
Library
Agent
Agent Embedded
Embedded Library
Library
Agent
Agent Embedded
Embedded Library
Library
Pre-built
Pre-built or
or Custom
Custom Drivers
Drivers
Pre-built
Pre-built or
or Custom
Custom Drivers
Drivers
Pre-built
Pre-built or
or Custom
Custom Drivers
Drivers
Axeda Deployment
Axeda SDK
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Operation
Deployment
Internet
Axeda Software
Management
Will Customers Allow Remote
Monitoring?
• Yes, if the solution…
– Provides value to the customer
– Is secure
– Let’s customers control privacy
• Service Marketing is required to get
customers to adopt
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Branded Axeda DRM Solutions
SupportEdge™
AbbottLink™
SupportVision™
BioMonitor™
IntelliMaxTM
ProService™
SmartConnect™
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Axeda Policy Manager
Axeda
Enterprise
• Technology
–Customer defines privacy policies
–Decoupled from Agent for security
–Agent always asks PM for permission
• Never send
• Send on authorization
• Always send
Internet
Local UI
Axeda
Agent
Policy
Manager
–Schedule time window for access
–Local audit log of all activity
• Best Practices
–Only collect diagnostic data
–Provide customer with documentation
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Customer Case Studies
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Applied Biosystems
• Business
– $1.6B provider of DNA analyzers to the
world’s top
researchers including the Human Genome
Project
• Objectives
– Identify lasers nearing end of life
– Maximize consumable consumption
– Reduce travel costs through remote
diagnosis
• Impact
– Customers are getting 30% increase in
instrument utilization
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ABI PRISM® 3730/3730xl
DNA Analyzers
ABI – Lessons Learned
• Internal Obstacles are the biggest
– Skepticism (Cost vs. Benefit)
– Prejudice (Won’t Work, Won’t Help, Won’t Like It)
– Fear (Big Brother, Lost Headcount, A Big Distraction)
• Customers were very receptive!
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Lots of enthusiasm (high tech Service!)
Few security concerns (if explained properly)
Several major emergencies averted
Interested in future products (reports, etc.)
Varian Medical Systems
• Business
– World's leading manufacturer of
integrated
cancer therapy systems
• Axeda DRM Solution
– Service monitoring of Millennium MLC™
– Remote desktop sharing of database
server and system workstations for
VARiS Vision™ system
– Operator assistance on Acuity™
systems
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Varian – Remote Support Benefits
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Increased product uptimes
Increased utilization
Increased ability to t/s complex issues
Timely software updates & fixes
Reduced customer & service costs
= Real-Time Solutions & Customer
Satisfaction
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EMC
• Business
– The world leader in services and solutions for
information storage and management
– Leader in remote device support
• Objectives
– Faster response and reduced need for on-site
service
– Platform for next generation of remote service
– Highly secure and scalable infrastructure.
Axeda DRM was only system to meet stringent
requirements
• Impact
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– Provide customer with unprecedented control
and auditing of remote system activity for
Sarbanes-Oxley compliance
Axeda Solution Leadership
• Patented Firewall-Friendly™ communication
– No changes to customer network configuration
– Proven customer acceptance
• Security
– Multiple audits by global corporations
– Regulatory compliance
• HIPPA, 21 CFR Part 11, Sarbanes-Oxley…
– Customer controlled privacy policy management
• Scalability
– Federated architecture / function-specific server clusters
– Proven high transaction rates in deployed customers
• Rapid time to deploy and re-deploy
– Agent architecture separates configuration from logic
– Graphical tools for configuration and deployment
– Central management through Software Management
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Thank You
Brian Anderson
VP of Marketing
[email protected]
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