infospheretHE gLOBAL is nEWsLEttER R2 2010

Global ISthrough the eyes of

MitchelChang

the trendy Dog Food Diet

Project Double 007

giss Level Up!

InsIde:

ExEcutivE SponSorS

Mahendra NegiKum Tham

Editorial Team

Donal MurraySuzuki RyoichiVincent Wang Rice Tseng

Jay TimbolTravis KuanEric NacionalJames Yang

Corp IT, InfoSec and Regional IS work together to test Trend beta products in the Trend production environment, other-wise known as “Dogfooding”.

Deep SecurityThe Trendy Dog Food Diet4

Global IS Through the Eyes of Mitchel Chang

Mitchel Chang shares his thoughts about the role of Global IS in the Global Tech Support operations and PH Site movement.

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10 GISS: Level Up!The Global IS Services (GISS) team celebrates its 10th year by moving up to GISS 2.0 through Systems Thinking.

Dear Trenders,

In our maiden issue last quarter, we shared with you IS 2010 strategic goals and ob-jectives, organization and some of our key accomplishments. As 1H 2010 is behind us, we have completed 56 out of 212 projects and are very excited that we have made very good progress in our strategic goals. Our first set of IS global KPIs are finalized and we are ready for regular reporting and tracking towards the end of July while at the same time, have also gained substantial momentum in our overall ar-chitectural roadmap in key business domains.

We have also received very good feedback from some of the Trenders who read our maiden issue and we sincerely expressed our appreciation to them. Still, we wish to reach out to more Trenders and we hope that this issue will achieve that goal.

In this issue, we have given more thoughts into considering publishing topics that will interest many Trenders dearly. Read what one of our key stakeholders, SVP Mitchel Chang’s thoughts on the role of Global IS in the Global Tech Support op-erations and PH Site movement, what has IS been doing about “eating our own dog food” and what is “007”?

Enjoy!

About InfoSphereInfosphere is the quarterly newsletter of the Global IS Department, which is available to All of Trend. This release is for Q2 2010.

Write To UsIf you have feedback about an article(s), an inquiry to the staff, or would like to be a contributor, feel free to email us at isnewsletter@dl.trendmicro.com. Deadline for article contributions is on the second week of August 2010.

Trend computers are brought up to speed with the upgrade to Microsoft Windows 7 and Office 2007.

8 Project Double 007

StAffGrace DyNimrod GonzalesMyn Reyes

contents

KUM THAMInformation Services

a message from kum

EditoriAl AdviSErS

Terry HuangIrene Huang

contriButorS

2 3

The Internal Beta Testing Process

The idea of “using one’s own products” may sound simple; however, it actually involves a structured process. During this process, Corp. IT and InfoSec work together with other departments like RD. Internal beta is part of the Product Development Life Cycle (PDLC), and consists of using a new AV product in the Trend environment. This does not necessarily mean replacing or modifying the current AV or the network infrastructure. The internal beta testing process undergoes four phases:

d ogfooding, a popular concept in the IT industry, refers to the internal use of a company’s products, usually in

beta form complete with bugs and glitches, as part of the development process. Dogfooding is not new to Trend Micro.

Global IS departments Corp. IT and InfoSec help enable other teams to try dogfooding, to make sure that Trend products have been tried and tested in a working environment, and ready for use by Trend partners and customers.

SONY

Our Own Dog Food Never Tasted Better

As part of our service, it is important to experience firsthand how our Products and Solutions work in an enterprise environ-ment before we offer them to our customers. Putting ourselves in our customer’s shoes will help us detect and address possible discomforts for our customers before we offer them our products and solutions.

What Products Are Being Tested?

New releases of Trend products are being beta tested and de-ployed in different regions. Regional IS teams have been working with product teams and Corp IT, in the implementation of these products in the production environment, as part of the process of understanding how the products can be improved for clients. The table below displays the products that are being used in dif-ferent locations.

The Trendy Dog Food Diet!

EngagementEnvironment Setup and deployment

internal Beta proper Endorsement / Exit

An internal beta run is requested. Region-al support is deter-

mined.

A migration/rollout plan is prepared.

People are informed of testing.

Test scripts are per-formed. Testers coordi-

nate with the IBC*, BPM*, Beta Team, and Product

QA team.

IT will endorse the product based on

testing. InfoSec de-termines if a rollback

is needed.Sources: Jay Timbol and Travis Kuan of Corp IT for the Internal Beta Testing Process; Jonah Feng and James Yang of InfoSec, Donal Murray (EMEA IS), Suzuki Ryoichi (JP IS) and Vincent Wang (NABU IS) for dogfooding results.

AIGO

ImAGe SOURCe:

NABU IS has identified areas for improvement after their internal beta testing

for OfficeScan 10.5

NABU

APAC

APAC IS is working with RD in beta testing several products, including TMCM

and OfficeScan.

EMEA

EMEA IS is using the Trend Micro Mobile Security on all Corp mobile phones.

JP

JP IS is currently using Deep Security in the JP re-gional intranet web portal server and monitoring its

performance.

DOgFOODINg RegIONAl HIgHlIgHTs

Dogfooding and R&D

InfoSec, on the other hand, has been testing LeakProof, Deep Security, OfficeScan and Trend Micro SecureSite, and tried using them for different purposes in several R&D projects. A bench-marking scheme has been developed in order to identify the endpoint protection protectiveness. (click here to read more about this initiative)

ONGOING BETA RUNUNDER EVALUATION DEPLOYED

APAC eMeA JP NABU

DeeP seCURITy 7.5

THReAT DIsCOveRy APPlIANCe 2.5 R2

OFFICesCAN 10.5

WORRy-FRee BUsI-Ness seCURITy 3.0

INTeRsCAN WeB seCURITy vIRTUAl APPlIANCe 5.0

LEGEND

4 5

Global IS through the eyes of

The IS Newsletter Team talks to Mitchel Chang, SVP for Tech Support and PH Site Executive, to gain insight on how Global IS is faring and what lies ahead

MItchel chang

Out with the old, in with the new. Corp IT matches the fancy new office environment with an enhanced IT infrastructure.

• FIBeR OPTIC TeCHNOlOgy as the net-work’s backbone - Applications running in the network will benefit from new in-frastructure’s transmission performance

• DeDICATeD lINk - The new office is con-nected to DataOne using a dedicated Link, ensuring optimal performance of critical services hosted in the said data center

• seRveR lABORATORIes can accommo-date 20%-30% server growth, with a sta-ble power supply and air-conditioning

• sUPeRIOR WIFI eqUIPMeNT for better connectivity to mobile users

• IP-PHONes have been deployed to se-lected teams

TrendLabs Manila RBC Site IT Infrastructure

t hese days have been extra busy for Mitchel Chang, Senior Vice President for Global Tech Support and Site Exec-

utive of TrendLabs Manila. One of the major projects he oversees is the office movement of Trendlabs Manila from IBM Plaza in East-wood, Quezon City to the Rockwell Business Center (RBC) in Ortigas, Pasig City.

The PH Office houses 24/7 critical services that are being transferred smoothly to RBC, without any interruptions, through the as-sistance of the Admin, local IT and other key resources. “IS is not just making sure that everything that’s plugged in works, but also they had designed the whole [infrastruc-ture] environment,” Mitchel shares.

Is services for Tech support

Aside from the relocation activity, IS works closely with TS by providing them with productivity tools such as the Support In-telligence System (SIS). SIS, which Mitchel

sponsored back in June 2009, consolidates data from SPN Smart Feedback and is inte-grated with other systems to provide sup-port engineers with valuable information during malware case handling.

Mitchel has positive feedback on the perfor-mance of IS teams and services: “They are doing pretty well, the overall IS. I have to say, Joe [Joe Lee of Corp IT] and Terry [Terry Huang of Corp BA] and their teams are doing a great job...there’s no crisis and no major problems.”

Technology as leverage

t ools like SIS are what help in-nvoate the TS

business processes. Mitchel believes that these technology so-lutions can enable the customer experi-ence, which is why he considers IS’s role to be critical.

Using Google as an analogy, Mitchel dis-cusses how general issues or inquiries can be resolved through customer self-service enabled by these tools. This would leave support engineers dealing with more critical concerns, and thus increase the value of support services. Operational ef-ficiency is increased while time consumed for case handling is reduced.

“BA and IT will be very significant in helping enable customer experience, because that’s

the technology we’re gonna have to lever-age on,” he shares.

The future is bright

Given this opportunity, Mitchel sees how IS is becoming more proactive in contribut-ing to product and technology directions. “I think the IS role has been evolving from a reactive service organization to the front-line.”

FIG 2: New Servers at RBC

The Benefits of sIs

SIS makes troubleshooting malware cases easier because the information needed for cases already exists in the cloud, making it easily accessible to support engineers.

click here to learn more about SiS or visit http://sis.trendmicro.com/

FIG 1: Support Vision by Increasing Solution Readiness and BA Automation

Level -3 Level -2 Level -1 Level 0 Level 1 Level 2 Level 3

Fix Root cause and

stop problem happening

Monitor and resolve issues before the us-ers are aware the problem

existed

User Collaboration/Super Users/

Support Communities

Self Service Help DeskHelp Desk/Desk Side Support

Product Specialists

Resolution Cost

Solution Readiness

Support Intelligent System, Tools & Technology

KM, Portals, Product and Virus Case Mgmt

Drive Resolution to the Lower Levels

Technology Solutions• Self-Service Portals• Knowledge mgmt• Password Reset• Self Healing

• Call management• Forums• monitoring• Web and mgmt 2.0

managed Services• Service desk• Customer Support• Desk Side Support• Infrastructure Support

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[DOUBLE 007]PROJE

CT

As Windows 2000 and Windows XP

reach its end of support and

end of service, Corp IT and

Regional IS move to execute

Double 007 Project also

known as the Windows 7

and Office 2007 Rollout.

Corporate IT Team collaborated with subject matter experts from Re-gional IT Team, Corporate BA Team, Technical Support Team, and Core Team to evaluate the situation, come up with compatibility testing for applications and create suitable rollout plan for each region. The result of this team effort is the regional and situational rollout of Double 7 Project throughout the company.

A remote based approach using Microsoft Windows Deployment Ser-vices (WDS) will be used to minimize impact of the rollout to opera-tions. Windows 7 is now the default OS installed to new machines issued by Corporate IT.

Double 7

Features

Background

If you would like to upgrade to Win 7,

Office 2007 and/or IE8, submit a request

to the local IT HelpDesk.

Join the Project

rEgion projEct HigHligHtSgEnErAl AvAilABility

Win7office 2007

iE8

APAC • 60% of APAC machines have Win 7• 80% success rate in deploying Double 7

Project using WDS in TW

Oct-10 Oct-10 Oct-10

EMEA • Capability testing with existing BA systems

• 20% have been converted to Win 7

Oct-10 Oct-10 Oct-10

JP • Final testing for Office 2007 SP2• IT Testing to make Windows 7 the

standard OS in JP • Compatibility Testing for Win 7 and IE8

with IS-supported applications

Jan-11 Oct-10 Jan-11

NABU • Initial rollout started in Q1• NABU IT ready to support early adapters

of Double 7

Oct-10 Oct-10 Oct-10

PH • AM rollout is on a “as per need basis”• Compatibility testing with BA systems

for TS rollout• 5% of PH population are using Win 7

Oct-10 Oct-10 Oct-10

*Double 7 is automatically installed for new hires and laptop upgrade.

**Trenders interested in Double 7 are assisted per request. For Win 7 upgrade, lap-tops/desktops should meet hardware requirements.

DOuBle 7 RegIOnAl ROllOuT

new features in office 2007

• Improved User Interface for Word, Excel, Powerpoint, and Access

• Live Preview - Temporarily ap-plies formatting on focused text or object when formatting button is moused over

• Make powerful presentations us-ing SMART ART feature avail-

able in Word, Excel, and Outlook

new features in Windows 7

• Direct Access - Simplifies connectiv-ity for mobile user to our corporate network without VPN

• BrancheCache - Speeds up down-load of files across our network

• BitLocker and BitLocker to go • AppLocker - Helps deliver more

granular control of applications al-lows to run on PCs

• Federated Search - Simplifies ac-cess to data across local and re-mote resources

8 9

As its 10-year anniversary approaches, the giSS team moves to the next level (2.0) using the

Systems thinking approach.

GISSLevel up!

W hether you are new to Trend or not, you’ve probably contacted GISS at one point or another. GISS,

short for Global IS Services, is the team that helps all Trenders connect with Global IS, for inquiries or service requests. They also provide hardware, IT infrastructure, or ap-plication support.

GISS, which can be reached via phone or portal, is the single point of contact of all Trenders to Global IS. Originally named Net-work Operations Center (NOC), it was es-tablished in 2000 to support Data Center operations for the growing Internet Security business.

A decade later, GISS has grown as an orga-nization and expanded its portfolio of ser-vices, to continually align with company’s goals:

• it Service deskActs as the single point of contact be-tween service providers and users on a day to day basis

It is also a focal point for reporting in-cidents and service requests which can

be placed by users to the 24x7 Service Global Ticketing System (http://giss.trendmicro.com)

• Service MonitoringMonitors Corporate IT infrastructure (email, network, virtualization, and crit-ical 24x7 applications)

• l2 it SupportProvides Level 2 support to IT infrastruc-ture (email, network, DB and virtualiza-tion, DNS, messaging, windows / *nix platforms) and Business Applications

• it central ServicesSupports account and assets manage-ment (e.g. software license adminis-tration and procurement, Trend Micro Download Center – Content Manage-ment)

gearing up for 2.0 Early this year, GISS Engineers have under-gone training for Systems Thinking, a pro-cess of understanding how things influence one another within a whole. This initiative

was created to help the team transition to the next level called GISS 2.0.

GISS 2.0 means proactive service through Systems Thinking. It focuses on solutions that are preventive instead of reactive. It also empowers GISS Engineers to develop process improvements with ownership and accountability.

In the span of three months the team had resulted to higher productivity rate and higher efficiency in their operations through the 91 initiatives developed by the team.

The initiatives don’t stop there as the team holds weekly Continual Service Improve-ment and Case Review Meetings where En-gineers can pitch in their ideas to new ini-tiatives and solutions to challenges.

6

18

37

13

42

11

Number of Initiatives Per Category

CollaborationNew SOPPrevention IdeaPrevention Implementation Self Help – Article Self Help – VideoUpdate SOP

GISS 2.0 Category

giSS 2.0 initAtivES

GISS is a 24/7 service. You can contact them by visiting the IT Service Help Desk at http://giss.trendmicro.com

For inquiries about the GISS team, GISS 2.0, and the implementation of Systems Thinking, please contact Eric Nacional of Corp IT.

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Team Collaboration

Social Networking

Information

Sharing

W e l c o m e t o E n t e r p r i s e 2 . 0

iShare 2.0

Online preview anD web eDiting

DOcument cO-authOring

rich auDiO anD viDeO SuppOrt

tagging anD tag clOuD Feature

buSineSS intelligence

SOcial bOOkmarking

FaSt cOntent Search

wikiS

OFFice web appS integratiOn

cOmmenting anD rating SyStem

OFFline eDiting expertiSe Search

For availability and other inquiries, please email All of Trend iShare2.0 Project Team

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