Managed Services Marketing


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Managed Services Marketing

  2. 2. Waking UP to a NEW Enterprise Reality… Security Points WLAN Storage Area Networks LAN WAN Past: Separate Present: Hybrid Enhanced: Convergence Voice Network Video Confer- encing IPTel / Voice Security WLAN LAN and WAN Video SAN Secure Converged Network Data Voice Video Storage Wireless Wired
  3. 3. <ul><li>Technology Domains </li></ul><ul><li>Network </li></ul><ul><ul><li>Access & Mobility </li></ul></ul><ul><ul><li>Connectivity </li></ul></ul><ul><li>Voice & Video </li></ul><ul><li>Messaging </li></ul><ul><li>Security </li></ul><ul><li>Data Center </li></ul><ul><li>Applications </li></ul>Business Partners Suppliers Factories Distributors Retailers Customers Hacker Telecommuters Branches Data Centers Main Offices Disaster Recovery Center Remote Employee <ul><li>Business Requirement </li></ul><ul><li>Globalization </li></ul><ul><li>TCO control and reduction </li></ul><ul><li>Control and Security </li></ul><ul><li>Risk management </li></ul><ul><li>Regulatory constraints </li></ul><ul><li>Business process support </li></ul><ul><li>Leveraging skills </li></ul><ul><li>Better Customer service </li></ul><ul><li>Better Technology performance </li></ul><ul><li>Business Continuity </li></ul><ul><li>Managing Technology Obsolescence </li></ul>Change in Common Customer Needs..
  4. 4. Network Security? Network Performance? Database Performance? Application Performance? Information Availability? Skilled Resources? CIO Dashboard One Answer - Managed Services from a trusted partner Business Challenges for a Managed Services Decision
  5. 5. Managed Services <ul><li>Pro-active Monitoring Services </li></ul><ul><li>Configuration Management Services </li></ul><ul><li>Operational Support </li></ul><ul><ul><li>Maintenance </li></ul></ul><ul><ul><li>Call Management </li></ul></ul><ul><ul><li>Helpdesk </li></ul></ul><ul><li>Reporting Services </li></ul><ul><li>Security Services Management </li></ul><ul><li>Voice Services Management </li></ul><ul><li>Asset Management </li></ul><ul><li>Carrier Management Services </li></ul><ul><li>Refresh Services </li></ul><ul><li>Hosted Services </li></ul>Managed Services are delivered by a specialist team in conjunction with Customer Service teams and offer a range of technology and operational outsourcing options.
  6. 6. Managed Services: Engagement Framework Industry Overview IT Business Management Management Integration CIO CIO Dashboard IT Service Management Supplier/Partner Management Demand/Capacity Planning Identify Management & Authorization Asset Management Inventory Reports Metering IT Consumer / Customer IT Customer Management SUPPORT ORDER SERVICE LEVEL MANAGEMENT BILLINIG IT Supply Chain Services Delivery Controllers Entitlement & Allocation Event Response Policy Resource Monitoring Analysis Task Report Automation Service Delivery Business Services Services Management Infrastructure Services <ul><li>Consulting </li></ul><ul><li>Disaster recover </li></ul><ul><li>Business Continuity y </li></ul><ul><li>Network Professional </li></ul><ul><li>Services </li></ul><ul><li>Storage </li></ul><ul><li>IT Security </li></ul><ul><li>IT Infra. Audits </li></ul><ul><li>Maintenance / Support </li></ul><ul><li>Remote Monitoring </li></ul><ul><li>Application Management </li></ul><ul><li>Helpdesk Services </li></ul>Customer Management Portal Customer Management Portal
  7. 7. Managed Technology Infrastructure Provider Market Positioning Vendor Owned Customer Owned Vendor Managed Customer Managed Reseller Financial Leasing Managed Service Provider Organization Playfield
  8. 8. Leased Services Operational Support Risk Sharing Operational Excellence MSP Role Customer Role Capital Performance Proposed Business Models / Opportunities BUILD OWN OPERATE MANAGE BUILD OWN OPERATE MANAGE BUILD OWN OPERATE MANAGE BUILD OWN OPERATE MANAGE
  9. 9. Size –of –business segments and Sub -segments <ul><li>SOHO business - 1 to 4 employee firms and self-employed. </li></ul><ul><li>Small business - 5 to 9 employees, 10 to 19 employees, </li></ul><ul><li>20 to 49 employees, and 50 to 99 employees. </li></ul><ul><li>Mid-sized business -100 to 249 employees, </li></ul><ul><li>250 to 499 employees and 500 to 999 employees. </li></ul><ul><li>Enterprise -1,000 to 4,999 employees, 5,000 to 9,999 </li></ul><ul><li>employees, and 10,000 or more employees. </li></ul><ul><li>Global Customers </li></ul>
  10. 10. <ul><li>Utilities </li></ul><ul><li>Manufacturing </li></ul><ul><li>Retail Trade </li></ul><ul><li>Transportation </li></ul><ul><li>Information </li></ul><ul><li>Finance and Insurance </li></ul><ul><li>Professional Services </li></ul><ul><li>Healthcare </li></ul><ul><li>Government </li></ul>Vertical Markets
  11. 11. 7 P’s
  12. 12. 7 P’s of Service Marketing <ul><li>Product – IVR ,PBX ACP </li></ul><ul><li>Price – Equipment, User, Service </li></ul><ul><li>Place – Location </li></ul><ul><li>Promotion – Marketing vehicles </li></ul><ul><li>People – Manpower, Skill ,Training </li></ul><ul><li>Process – Audit, Preventive maintenance </li></ul><ul><li>Physical Evidence - Infrastructure </li></ul>
  13. 13. <ul><li>Personal Relationships </li></ul><ul><li>Positioning </li></ul><ul><li>Performance </li></ul><ul><li>Profitability </li></ul><ul><li>Proactive </li></ul><ul><li>Persistent </li></ul>Additional P’s
  14. 14. Features & Benefits
  15. 15. Professional Services - Plan, Design and Implement Strategies that Impact the Entire Infrastructure Handles projects in Active Directory, Exchange Migration, Asset Management, Wireless LAN, IP Telephony, telecom, IVR, Open Source (Linux) etc Client Services - Managing the Desktop Environment Offers Helpdesk, Desk side, telecom add move and changes, Software Distribution, Imaging and Self Help Server Services - Monitoring and Managing Critical Servers and Applications Offers Server Management, Application Testing, Application Monitoring, Exchange Management, Mainframe Services, call centers and Data Center Network Services - Ensuring High Availability of Network Offers LAN / WAN management, IVR Application Design and Implementation, Virtual Private Network (VPN) Management and Voice Infrastructure Management Security Services - Ensuring Security of System and Network Offers Integrated Systems Security Management, Security Monitoring & Management and Audit Services Managed Services Offering
  16. 16. Professional Services Offerings <ul><li>Wireless LAN (Structured Wireless Aware Network </li></ul><ul><li>SWAN ) - IP telephony - Content Switching - Mutliprotocol Labeled Switching (MPLS) </li></ul><ul><li>Infrastructure Security audits </li></ul><ul><li>SOX compliance Audits </li></ul><ul><li>Third Party Audits </li></ul><ul><li>Third party certifications </li></ul><ul><li>e2k Migration, </li></ul><ul><li>Active directory, </li></ul><ul><li>IT Asset management </li></ul><ul><li>Software delivery </li></ul>NETWORK & TELECOM SEGMENT <ul><li>- ATM / VPN / FRAME/ PP migrations - Quality of Service design and </li></ul><ul><li>implementation (QoS) - Video Streaming and Multicasting </li></ul><ul><li>Add move change of Telecom devices like, </li></ul><ul><li>EPABX, and implementation services </li></ul>SECURITY SEGMENT SERVER SEGMENT PLANNING DESIGNING IMPLEMENTATION MANAGEMENT
  17. 17. PROJECT PHASES Project Management Service Offerings Brainstorm Kick-off Monitor Document Conceive Develop Execute Finish <ul><li>Feasibility Study </li></ul><ul><li>Concept Note </li></ul><ul><li>Scope of work </li></ul><ul><li>Milestone based Project schedule. </li></ul><ul><li>Cost Estimate (Analogous) </li></ul><ul><li>Project Communication Plan </li></ul><ul><li>Risk Analysis </li></ul><ul><li>Detailed Project Schedule (Baselined). </li></ul><ul><li>Quality Plan. </li></ul><ul><li>Project Processes. </li></ul><ul><li>System specifications. </li></ul><ul><li>Procurement management. </li></ul><ul><li>Site Planning & Monitoring. </li></ul><ul><li>Project Tracing. </li></ul><ul><li>Change management </li></ul><ul><li>Scope Verification. </li></ul><ul><li>Start Up & Handover. </li></ul><ul><li>Project Completion. </li></ul><ul><li>Report. </li></ul><ul><li>O & M Manual. </li></ul><ul><li>Spares Management </li></ul><ul><li>Operation’s Training. </li></ul>
  18. 18. Managed Services <ul><li>On site </li></ul><ul><li>On site Services Deployments </li></ul><ul><li>Professional Services on:- </li></ul><ul><ul><li>Security Consulting & deployments </li></ul></ul><ul><ul><li>Security Audits </li></ul></ul><ul><ul><li>Application services </li></ul></ul><ul><ul><li>Consulting Services </li></ul></ul><ul><li>Project Management Services </li></ul><ul><li>System Integration and installation </li></ul><ul><li>Off site/ Remote </li></ul><ul><li>Patch Deployments </li></ul><ul><li>Equipments Monitoring Services </li></ul><ul><li>Security audits </li></ul>On site/Offsite- Combination: Project deployment on Managed Leased Services <ul><li>Hosted Services </li></ul><ul><li>Under this portfolio 3D Networks and Net Pro Active Service in Sync provide a host of services </li></ul><ul><li>under a very cost effective and scalable business solution </li></ul>
  19. 19. Managed Server Hosting Offers greater efficiencies, reliability, and range of services than hosting in-house or using collocation. Selecting the right host should be a matter of determined strategic choice, not expedience. Hosted Services
  20. 20. Core Services – Always Included Root/Administrator Access Unlimited 24/7 service and technical support Custom monitoring schemas through the entire stack Accelerated response and recovery to any alert or service request Rapid hardware replacement Operating system patching Server and operating system hardening A dedicated Sales Executive Managed Server Hosting is a full-service package designed to alleviate or entirely prevent service and business disruptions.
  21. 21. Managed Server Hosting – Available à la Carte Every solution is customized to the unique needs it addresses, The following value-added services are available. Security (Physical and Network) Recovery (Backups and Data Restoration) Database Care (for all platforms) Storage (dedicated Storage Area Networks with mirrored arrays) High-Availability Clustering Multi-site Redundancy; Multi-Master Replication Enterprise Email
  22. 22. Benefits To the Organization Depending on your need many benefits can be realized. In consultation with the customer, managed service will provision, monitor, and manage a custom-configured hardware and network infrastructure purpose-built to its tasks. Managed Server Hosting negates the need for Capital expenditures Lengthy provisioning process &quot;Over-purchasing&quot; Some insurance costs Most third-party service contracts Trial-and-error
  23. 23. Managed Server Hosting is ideal for … SMBs, Start-Ups all the way up to the Mid to Large Enterprise space ASP and SaaS Hosting Disaster Recovery and Business Continuity Planning Just-In-Time Deployment Scalability Planning Managed Growth Predictable Expenditures Greater Business Efficiency
  24. 24. No asset Obsolescence for contract period (3-5 yrs.) Hassle Free Back office Operations – Vendor Single Point of Contact Fixed / Predictable Opex for contract period (3-5 yrs.) Reduced Risks , Shared By Vendor Reduced Management Cost /Time ROI Benefits from Day 1 Business Benefits for Customers Choice of Technology Platform Enhanced Capital Performance
  25. 25. Managed Services –Ansoff’s Matrix Managed Services
  26. 26. Managed Services Managed Services
  27. 27. SWOT <ul><li>Strengths </li></ul><ul><ul><li>Access to new technology </li></ul></ul><ul><ul><li>Lower cost of ownership </li></ul></ul><ul><ul><li>Improved customer service </li></ul></ul><ul><ul><li>Reduced capital outlay </li></ul></ul><ul><ul><li>Leverage existing infrastructure </li></ul></ul><ul><ul><li>Ease of deployment </li></ul></ul><ul><li>Weakness </li></ul><ul><ul><li>Initial disadvantage of being compared to and competing with large & experienced competition in the local market as well as Offshore </li></ul></ul><ul><ul><li>Limited geographic coverage </li></ul></ul><ul><ul><li>No significant differentiator </li></ul></ul>
  28. 28. <ul><li>Opportunities </li></ul><ul><ul><li>Need to cut costs by Companies to become competitive & increase profits </li></ul></ul><ul><ul><li>Large Market </li></ul></ul><ul><ul><li>Acceptability of skilled offshore resources </li></ul></ul><ul><ul><li>SMB adaptation of onsite-offshore outsourcing expected to grow rapidly </li></ul></ul><ul><li>Threats </li></ul><ul><ul><li>Change/Slow down in economic scenario </li></ul></ul><ul><ul><li>Slashing of rates by competition. </li></ul></ul>SWOT
  29. 29. Challenges <ul><ul><li>Infrastructure Management Services (IMS) needs a significant initial investment and skilled resources. </li></ul></ul><ul><ul><li>Building up of world-class facilities (technology/management centers) at the NOC with an excellent DR . </li></ul></ul><ul><ul><li>In-house training, a continuous learning process, is very important to build and sharpen the skills among the available talent pool. </li></ul></ul>
  30. 30. <ul><ul><li>Retention of employees becomes more challenging than training. </li></ul></ul><ul><ul><li>Process adherence - another key challenge. </li></ul></ul><ul><ul><li>Competition from MNC MSPs who have a long and strong presence across the industry. </li></ul></ul>Challenges
  31. 31. Marketing Plan
  32. 32. Sales & Marketing Strategy & Goal <ul><li>Key Success Factors </li></ul><ul><ul><li>Define product and Services </li></ul></ul><ul><ul><li>Ready Deployable resources-Onsite & Offshore </li></ul></ul><ul><ul><li>Resources suited to customer requirement </li></ul></ul><ul><ul><li>Focus on consulting (in areas of expertise) as short term strategy </li></ul></ul><ul><ul><li>Aggressive & low pricing for entry </li></ul></ul><ul><ul><li>Hire consultants/resources with Industry/domain </li></ul></ul><ul><ul><li>expertise </li></ul></ul><ul><ul><li>Increase sales & marketing manpower to expand reach </li></ul></ul><ul><ul><li>Work with Preferred vendors </li></ul></ul><ul><ul><li>Get Listed as preferred vendors </li></ul></ul><ul><ul><li>Attend conference & seminar for networking </li></ul></ul><ul><ul><li>Partnership & strategic Alliances </li></ul></ul>
  33. 33. Marketing Plan <ul><li>Create compelling messaging and collateral </li></ul><ul><li>Distribution </li></ul><ul><li>Automation </li></ul><ul><li>Marketing Delivery Vehicles </li></ul>
  34. 34. Marketing Vehicles Marketing Vehicles Call-Downs Case studies Direct Mail Newsletters Email Win-wires
  35. 35. Advantage of an effective marketing plan <ul><li>An effective managed services marketing plan will: </li></ul><ul><li>Create a consistent, repeatable process for successful marketing. </li></ul><ul><li>Allow the provider to forecast ROI and revenue </li></ul><ul><li>Fill the provider’s sales pipeline </li></ul><ul><li>Create the capability for consistent, controllable business growth </li></ul><ul><li>Shorten sales cycle </li></ul>
  36. 36. MS Pricing Models Alignment with Businesses Commercial Model Complexity Equipment based Charging Service Based Charging User Based Charging Low Low High High
  37. 37. <ul><li>Equipment based charging </li></ul><ul><li>A specific set of managed services charged on per equipment basis </li></ul><ul><li>Ex. Managed Services for a Router / Server includes </li></ul><ul><ul><li>Remote monitoring </li></ul></ul><ul><ul><li>Remote management </li></ul></ul><ul><ul><li>Onsite hand and eye support at the time of critical failures </li></ul></ul><ul><ul><li>Hardware replacement for equipment failure </li></ul></ul><ul><ul><li>Proactive performance reporting for equipment behavior </li></ul></ul>MS Pricing Models
  38. 38. <ul><li>Services based charging </li></ul><ul><li>A specific set of end user services delivered to customer on final used capacity on specific Service Level Agreement </li></ul><ul><li>Ex. Managed Services for a Data Network includes </li></ul><ul><ul><li>Provisioning of Data Network Hardware </li></ul></ul><ul><ul><li>Provisioning of Data network connectivity </li></ul></ul><ul><ul><li>Proactive monitoring and management services </li></ul></ul><ul><ul><li>Planning and addressing network equipment failures </li></ul></ul><ul><ul><li>Target of delivering XX.XX % uptime for the network </li></ul></ul>MS Pricing Models
  39. 39. <ul><li>User based charging </li></ul><ul><li>A specific set of technology services enabled for customer and delivered to end user on per user basis </li></ul><ul><li>(Can also be referred as Complete IT Outsourcing) </li></ul><ul><li>Ex. Managed Services for a End to end technology infrastructure includes </li></ul><ul><ul><li>Provisioning of complete technology infrastructure </li></ul></ul><ul><ul><li>Providing proactive and reactive maintenance services </li></ul></ul><ul><ul><li>End to end service level management as per business requirement of the end user. </li></ul></ul>MS Pricing Models
  40. 40. <ul><li>Thank You </li></ul>