building a cloud offering: perspectives from two msps
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Building a Cloud Offering:
Sponsored by:
Building a Cloud Offering: Perspectives from Two MSPs
March 7, 2012
Welcome
Joe Panettieri, Editorial DirectorNine Lives Media, a Divisionof Penton Mediaof Penton MediaE: [email protected]
What We’ll Cover
• The different types of cloud services MSPs can deliver
• What factors should go in to deciding what services to offer?
• Ways MSPs can differentiate themselves • Ways MSPs can differentiate themselves through a cloud offering
• Your questions throughout
What the MSPmentor 100 Says
What the MSPmentor 100 Says
The Need for Differentiation
• The opportunity: Growth of Cloud Investment– 59% of top MSPs offer SaaS
– 53% offer IaaS
– 31% offer PaaS
• The risk: Amazon and the race to the bottom– IaaS for free
• The mandate: Build a differentiated cloud offering
Please Welcome
Wayne KiphartVice President
Man. Services SolutionsLogicalis Inc.
Tim Van AshVice President, Prod. Man.
Unified SolutionsNimsoft
Jason CarolanCTO
ViaWest Inc.
Welcome
Wayne KiphartVP, Man. Services SolutionsLogicalis Inc.Logicalis Inc.
About Logicalis
• Year Founded: 1997• Headquarters: Farmington Hills, Mich.
(U.S.)• Number of Employees: 2,500• Market Focus: Enterprise, Public Sector• Types of Services Offered:– Communications and Collaboration
– Data Center and Cloud Services– Managed Services
About Logicalis (cont.)
• Types of Cloud Services Offered:– Logicalis Enterprise Cloud (LEC)
– IaaS
– Hybrid cloud
– Private Cloud– Private Cloud
– DR as a Service
– ISVs moving to as-a-Service business models
• Adding More Cloud Services This Year
About Logicalis (cont.)
Wayne’s thoughts on Cloud opportunities for MSPs:
•Focus Is Critical!– Clearly understand target market, customer size, etc.
– Don’t over commit cloud services – think long-term and strategic
– Don’t get distracted and get away from your core solution!– Don’t get distracted and get away from your core solution!
•Do Your Due Diligence!– Don’t build solutions that don’t have long-term viability in the
market
– Choose wisely the cloud services you decide to build
Welcome
Jason CarolanCTOViaWest Inc.ViaWest Inc.
About ViaWest
• Year Founded: 1999• Headquarters: Denver, Colo.• Number of Employees: 315• Market Focus: Enterprise, SMB• Market Focus: Enterprise, SMB• Types of Services Offered:– Colocation
– Complex Hosting
– Cloud– Managed Services
About ViaWest (cont.)
• Types of Cloud Services Offered:
• KINECTed™ Cloud– iCloud, Xen-based – iCloud, Xen-based – vCloud, VMware-based
• Hybrid Cloud– ‘Workload Bursting’ from ViaWest Data
Center (colo/hosting) to ViaWest Cloud
About ViaWest(cont.)
Jason’s thoughts on Cloud opportunities for MSPs:
•Operational/service management– Example: how to federate cloud access with HR DB
– Requires user mgmt., ID mgmt., federation of diff systems to automate, esp. critical as production services in cloudservices in cloud
•Bring your own device/consumerization of IT– Risks: regulated data on unsecured mobile devices
– Virtual desktop services huge opportunity
– Centralize regulated data in the cloud, better security
– Opportunity: to provide enterprise “drop box” housed on premise, holistic data management for remote and local user, wrapping all together
Welcome
Tim Van AshVP, Product ManagementUnified SolutionsUnified SolutionsNimsoft
Software as a Service (SaaS)
24 MONTHS AGO: “NONE”SaaS
MSP PREFERENCE FOR SaaS
1/3+
Delivery Model
Total = 813
ON PREMISE1/3+TODAY =
Today Nimsoft has 450+ MSP Partners
Nimsoft ITMaaS Platform
Mid-Market
Service PortalService PortalService PortalService Portal
Enterprise Market
MSPMSP
Users Users
Service PortalService PortalService PortalService Portal
Business ServicesBusiness Services
Metering and Billing Application Store/Marketplace Product ConfigurationMetering and Billing Application Store/Marketplace Product Configuration
Infrastructure ServicesInfrastructure Services
Dynamic Provisioning Data Protection MultiDynamic Provisioning Data Protection Multi--Tenant Management Tenant Management
Service Management Identity and Access Management Service Management Identity and Access Management
Infrastructure ServicesInfrastructure Services
Dynamic Provisioning Data Protection MultiDynamic Provisioning Data Protection Multi--Tenant Management Tenant Management
Service Management Identity and Access Management Service Management Identity and Access Management
Collaboration ServicesCollaboration Services
Nimsoft Service Desk
NimsoftMonitor CA ARCserve
Nimsoft Cloud User
Experience
CA Clarity PPM
Nimsoft EcoMeter CA CloudMinder
Polling Question
Where does your company stand with respect to offering cloud services?
A. We’ve been offering cloud services for a while now (longer than one year)while now (longer than one year)B. We’re just getting started (within the past 12 months)C. We haven’t started yetD. We have no plans to offer cloud services
Ability to react on Ability to react on uneven demand uneven demand loadsloads•• SeasonalitySeasonality•• Time of the dayTime of the day•• Unpredictable eventsUnpredictable events•• Industry agnosticIndustry agnostic
•CA Automation Suite
• Banking • Aerospace• Healthcare /
Insurance• Government• Oil & Gas
Building a cloud that meets regulatory requirements, i.e. •HIPPA•PCI •EU Data Privacy
Customer Customer Service Service StrategyStrategy
Compliance Compliance StrategyStrategy
Vertical Vertical Market Market StrategyStrategy
Distinguishing Your Cloud Offerings3 Potential Strategies
•CA Automation Suite • Oil & Gas• SMB
•EU Data Privacy
HighHigh--Touch Touch ‘Managed’ Cloud ‘Managed’ Cloud ServicesServices•• SecuritySecurity•• Service LevelsService Levels•• SupportSupport•• Industry agnosticIndustry agnostic
• Banking • Aerospace• Healthcare /
Insurance• Government• Oil & Gas
Building a cloud that meets regulatory requirements, i.e. •HIPPA•PCI •EU Data Privacy
Distinguishing Your Cloud Offerings3 Potential Strategies
•• Industry agnosticIndustry agnostic • Oil & Gas• SMB
•EU Data Privacy
Customer Customer Service Service StrategyStrategy
Compliance Compliance StrategyStrategy
Vertical Vertical Market Market StrategyStrategy
Differentiation Strategy #1: Security and Compliance
� Each vertical has different regulations -differentiate by becoming an expert in certain verticals and well-versed in others
� Leverage ISO/IEC 27001 to establish a � Leverage ISO/IEC 27001 to establish a scalable security framework
Differentiation Strategy #2: Vertical Focus
� Focus on business challenges in a specific industry, specialize
� Master their language, establish superioritysuperiority
� Deliver industry-specific apps, capabilities
� Aggregate different technologies offerings, apps for specific industry
Differentiation Strategy #3: Customer Service
SaaS(Software-as-a-Service)SaaS(Software-as-a-Service)
Customer Needs: Opportunity for MSPs!
Service ProviderManaged Capabilities
• Service Levels• Service Security• Service Upgrades
• Service Levels • User management• Integration
MSP(Managed Service Provider)MSP(Managed Service Provider)
• Full Service • Service Levels • User management• Integration
Provider to Customer Line of responsibility
The challenge for customers: unexpected burden of the cloud
PaaS(Platform-as-a-Service)PaaS(Platform-as-a-Service)
DaaS(Data-as-a-Service)DaaS(Data-as-a-Service)
(Software-as-a-Service)(Software-as-a-Service)
IaaS(Infrastructure-as-a-Service)
IaaS(Infrastructure-as-a-Service)
• Service Upgrades
•Dev Environment• Platform avail• Platform Upgrades
•Data Integrity• Data Availability• Data Replication
• VM provisioning• Infra Availability• Raw Compute
•User Management• App Support • Dev & Test of Apps
• Analytics• User management• Data Correctness
• Patching & config• App/OS Support • Security
Differentiation Strategy #3: Customer Service
• What customers care about: business, not tech. Cloud Security, Service Levels, Support Model
• ‘Service-Wrapper’ as differentiator – Treat customers with urgency
– Great change control/management, alerting, – Great change control/management, alerting, escalation, staff, quick isolation/resolution
– Everybody will run into problems -- it’s how you deal with, isolate and solve them that set your company apart
• Be High-Touch– Work with customer from initial sales through to
implementation and ongoing support
Ask the Experts
Wayne KiphartVice President
Man. Services SolutionsLogicalis Inc.
Tim Van AshVice President, Prod. Man.
Unified SolutionsNimsoft
Jason CarolanCTO
ViaWest Inc.
Where Can I Get More Information?
www.nimsoft.com
www.nimsoft.com/mspzone
Modern IT Blog: http://blog.nimsoft.com
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@nimsoftfacebook.com/Nimsoft
Our Next Channel Expert Hour Webcast
Date: March 21Time: 11:00 a.m. PT/2:00 p.m. ETTopic: Backup and Disaster Recovery: Cloud vs. On-Premise Considerationsvs. On-Premise ConsiderationsRegister: mspmentor.net/events
Nine Lives Media Contacts
EditorialJoe Panettieri, Editorial DirectorE: [email protected]: [email protected]
SponsorshipAmy Katz, PresidentE: [email protected]