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Rightscale User Conference 2011

User Case Study

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What will you hear today?

• How Virtual Ark uses the Rightscale product to deliver managed services to its customers

• How Virtual Ark has integrated the Rightscale product into its “Ark” – our Central Management Console (CMC)

• Why we had to build a CMC platform to deliver our services• A demonstration of parts of our CMC platform• An example customer deployment in our CMC to support

30,000 enterprise users• An understanding of who we are as a company to provide

context

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Who are Virtual Ark? Some context

• A global enterprise application managed services company uniquely structured to leverage the cloud

• Team with 12 years managed services expertise• IP for the “Ark” has been developed over the past 4 years• Cloud Broker. Leverages all major Cloud Service providers

– Amazon, Windows Azure, Rackspace, Terramark, Savvis and others

• Experts in each application we help bring to market• Partners and Operations in Europe, America & Asia• Our customers are ISV’s and Large Enterprise companies• Recently named a Gartner Cool Vendor for Infrastructure

Services

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Virtual Ark’s business model

SaaS enablement & delivery through Multiple Clouds

Next Generation Outsourcing

Next Generation

SaaS

SaaS solutions sold

through existing ISV

sales channels

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What cloud services do not do, and therefore why we exist

– Operating System Management– Networking and management– Backup services– Application or database

management– Installation of new customers– Installation of the application– Load balancing– Service desk– Account management– Reporting– Cloud broker

– Version upgrades – Patching – Configuration changes– Performance management – Automation– Service Management– Monitoring– Security– Billing– Data resiliency– Performance testing / tuning– Application modifications

• Cloud service providers do not include the following which is needed to offer a SaaS solution

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What business problems were we seeking to solve with Rightscale and our CMC?

• How to manage multiple ISV and Customer deployments, in multiple geographies, efficiently and consistently

• How to deliver the quality and breadth of services expected by large enterprise customers

• How to provide an efficient platform for the management of our services, which utilised a range of some 15 tools all underpinned by the Rightscale solution

• The need to understand and report all costs to customers and for internal management

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Application and Service Delivery Platform Overview

Central Management

Console

Force.com

The ARK CMC: An Integration of over 15 SaaS products and multiple cloud services to create our enterprise grade application and services delivery platform

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Next Generation SaaS Effort Breakdown

Cloud Enablement of Application

Management Services

Application Management

Customer Support

Component Delivery EffortContribution

10%

30%

35%

25%

Key Functions

• Service Desk • Account Management• Reporting

• Migrate application• Performance testing / tuning• Application modifications• Commercial model

• Service Management• Monitoring• Security and Networking• Billing• Infrastructure management• Data resiliency• Automation

• Version upgrades • Patching • Configuration changes• Performance management • Automation

24x7, Global End User Support, escalations, monthly meetings, service improvement, SLAs, performance, usage

Examples

Upgrade and patch testing, roll out, investigative support; system administrative changes, application tuning, troubleshooting, capacity management; automation of new deployments, management tasks.

Service Management system for incident, service request, problem, change, capacity, availability management processes; monitoring for Cloud, OS, Middleware, Application; security management e.g. firewalls, VPN, encryption, load balancing, server patching; Billing and subscription management metered, fixed, invoicing, payments; Infrastructure management for provisioning, configuration, scaling; Data resiliency e.g. snapshots, archiving, data replication; Automation of management activities.

Performance analysis and report. Implementation of solutions, develop commercial models.

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What will you see in the demo to follow?

• Integration with our CRM, Salesforce.com• Deeper cost management capability• Integration with our chosen service desk product

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A little about the ISV customer in the demo

• A global SaaS ISV• Servicing over 30,000 end users• Large enterprise customers including banks, government

agencies, major IT vendors and other major corporates• Challenged by how to:

– Deliver cost effectively into multiple geographies– Avoid building ahead of demand– How to scale up rapidly to support new customers

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Demo

• Click here to launch demo

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Contact:

• Locations: San Francisco, London, Sydney

• Email: Inquiries@VirtualArk.com

• Web: www.virtualark.com