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How Kelway Evolved Its Managed Services Practice with CA Unified Infrastructure Management

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Join the team from Kelway to learn how CA Unified Infrastructure Management (CA UIM) (formerly known as CA Nimsoft Monitor) has enabled them to secure new managed service customers with an extended service catalog.

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How Kelway Evolved Its Managed Services Practice with CA Unified Infrastructure Management

  1. 1. ca Opscenter How Kelway Evolved Its Managed Services Practice with CA Unified Infrastructure Management Rhys Parfitt Kelway Head of Product Design OCX26S #CAWorld
  2. 2. Abstract Learn how CA Unified Infrastructure Management has allowed Kelway to secure new managed service customers with an extended service catalogue of productised offerings built on the foundation of monitoring and unified visibility of service level performance. Rhys Parfitt Kelway Head of Product Design 2 © 2014 CA. All rights reserved.
  3. 3. Agenda KELWAY: WHO ARE WE? THE CHALLENGE FOR VENDOR AGNOSTIC MSP’S THE IMPACT OF CA UIM ON OUR SERVICE CATALOGUE THE RESULT AND KELWAY EFFICIENCIES GAINED CLIENT BENEFITS: CENTRICA OVERVIEW POWERFUL MSP PARTNERSHIP: SUCCESS AND FUTURE EVOLUTION OF SERVICES 1 2 3 4 5 6 3 © 2014 CA. All rights reserved.
  4. 4. Who are we?
  5. 5. AT A GLANCE
  6. 6. HERITAGE
  7. 7. FULL SUITE OF SERVICES AND SOLUTIONS
  8. 8. OUR PARTNERS
  9. 9. OUR CUSTOMERS Retail | Public Sector | Construction | Food & Beverage | Finance and Banking | Insurance | Oil & Gas | Non Profit | Transport and Logistics | Gaming | Pharmaceutical
  10. 10. OUR AWARDS • Cisco GLOBAL Commercial Partner of the Year • Cisco UKI Data Center Partner of the Year • Cisco EMEAR Commercial Partner of the Year • Cisco UKI Commercial Partner of the Year • Dell Partner of the Year • VMware EMEA Solutions Provider of the Year • EMC Partner of the Year UK&I • EMC Best Partner of the Year UK&I (Global) • HP Partner of the Year • HP EMEA EG Growth Partner of the Year • Microsoft Customer Lifecycle Management • Lenovo Enterprise and Public Sector Partner of the Year • RedHat Partner of the Year • Mimecast Growth Partner of the Year • NetApp - Outstanding Achievement - Technical • EMC Individual Channel Contributor of the Year UK&I 2012
  11. 11. The challenge for vendor agnostic MSPs
  12. 12. The Complexity of Managed Services Million’s + Potential Combinations of Service Requirements 20+ Partners/Vendors 6 Core Technology Solutions / Areas of Focus 10,000 ‘s Products of Varied Generation ? ? ? ? 12 © 2014 CA. All rights reserved. 12 Support Functions 130+ Countries Configuration Implementation and Architecture Coverage Systems ? SLA’s ? Pace of Change ? Commercial Models
  13. 13. Challenges and Risks Providing Unlimited Flexibility/Choice to Clients Creates Inefficiency and Risk Complex Workflow is needed in order to deliver services Bespoke Requirements create delays in transition of services Support is inconsistent due to multiple variations of services delivered 13 © 2014 CA. All rights reserved. Automation of tasks is challenged due to diverse processes $ Cost of Service is increased due to resource intensive manual activity
  14. 14. The impact of CA UIM on our service catalogue
  15. 15. Creation of simplified services that are repeatable Thousand’s + Potential Combinations of Service Requirements Monitoring now a pre-requisite in order to take responsibilty for a clients infrastructure 28 Core Products Defined Defined Repeatable and Consistent Services That Meet Client Expectation and Demand Catalogue of cloud and remote managed services 3 Standardised Offerings Per Service Packaged services fully inclusive of critical functions 2 CAPEX or OPEX delivery models 15 © 2014 CA. All rights reserved. Commercial Models 1 System/Tool for Monitoring Consolidation of monitoring platforms
  16. 16. MANAGED SERVICES PRODUCTS SERVICES POWERED BY ADVANCED UNIFIED MONITORING EUC Platform Management Server Hardware Management Application Management Remote monitoring, maintenance and incident resolution for core enterprise applications Storage System Management Server OS Management Asset Lifecycle Management Collaboration Platform Management Remote Monitoring Backup and Recovery Services Datacentre Management End to end lifecycle management of hardware and software assets Non cloud based, remote monitoring, maintenance and incident resolution for backup and recovery solutions Remote monitoring, maintenance and management physical datacentre environment [Roadmap Services] Desktop Management Virtualisation Platform Management ServiceNet Remote monitoring, maintenance and incident resolution for telephony and messaging systems Enterprise Mobility Management Management of mobile devices and applications including procurement and airtime Remote monitoring, maintenance and incident resolution for VMware environments Remote monitoring, maintenance and incident resolution of storage devices Remote monitoring, maintenance and incident resolution of desktop/laptop operating systems Remote monitoring, maintenance and incident resolution for citrix environments Remote monitoring solutions providing unified view of performance across multiple technologies Remote monitoring, maintenance and incident resolution of physical servers and components Remote monitoring, maintenance and incident resolution of virtual and/or physical server operating systems End to end network management and maintenance
  17. 17. CLOUD PRODUCTS SERVICEWORKS PORTAL COMPUTE BACKUP ASSURE MAIL LYNC SYNC COLO SECURITY PRIVATE LOCAL DESKTOP ARCHIVE ANALYTICS Hosted private dedicated converged infrastructure Fully managed by Kelway On-premise private dedicated converged infrastructure Fully managed by Kelway High definition office and mobile workforce video solutions Flexible secure remote desktop services Managed firewalls, Load Balancing, Application Delivery Control, Threat Protection, Intrusion Prevention & Web Filtering services Policy based data archiving Big data analytics Secure hosted virtual servers on enterprise class technology Hosted in Kelway’s UK datacentres Secure enterprise backup and long term retention All data stored in Kelway’s UK datacentres Cloud based disaster recovery replication and failover to Kelway’s enterprise class Compute cloud Private dedicated enterprise email collaboration with email hygiene, archiving and compliance services Cloud based enterprise collaboration, instant messaging, voice, video and PBX breakout Cloud based file synchronizatio n, collaborating and auditing. All data hosted in Kelway’s UK datacentres Your infrastructure hosted in Kelway’s secure ISO 27001 certified UK based datacentres [Roadmap Services] VIDEO
  18. 18. Support packages aligned to key customer needs created Visibility of supported infrastructure is paramount in driving quality of service to our customers Monitor • Gain visibility of Infrastructure • Pre-empt Critical Failure • Make recommendations for Improvement Maintain • Provide Streamlined Reactive Maintenance • Improved Incident Resolution • Conduct Proactive Scheduled Maintenance Tasks • Core Business Hours 18 © 2014 CA. All rights reserved. Premium Manage • 24/7/365 End to End Management Inclusive of Capacity and Availability • Advanced Service Level Management and ITIL Functions • Centralised Support for Multiple Technologies Essential Basic
  19. 19. The result and Kelway efficiencies gained
  20. 20. Repeatable, automated services and process Multiple benefits gained by simplifying and productising services Improved quality of service via repeatable process Support teams know exactly what action to take in any eventuality and for any client 20 © 2014 CA. All rights reserved. Focus efforts on complex requirements For complex services we are able to dedicate greater levels of resource to ensure we capture all requirements and generate required processes Consistently able to meet client expectations Clearly conveying incorporated services removes confusion and uncertainty on required deliverables Reduced cost of service By automating manual tasks we are able to remove unnecessary cost of services delivered $ Accelerated time to market for new services By creating a governance framework of requirements, we are able to quickly launch new services as well as optimise and expand existing Sales enablement Standardised collateral and information ensures sales teams are informed and convey services accurately to our clients
  21. 21. Accelerated pipeline and streamlined sales cycle Sales cycle reduced with the ability to quote customers accurately and quickly for complex services $8 Million Pipeline Generated during 12 week controlled BETA release of services Clearly Defined Requirements Accelerates sales cycle and transition of services 21 © 2014 CA. All rights reserved. $150 Million Forecast Revenue For associated services during 2015
  22. 22. Client Benefits: Centrica Overview
  23. 23. Reliable services that meet expectations Clients are able to focus on strategic activity with confidence in BAU services 23 © 2014 CA. All rights reserved. Reduced cost of service By entrusting Kelway, clients are able to reduce cost by removing resource from time consuming manual tasks $ Commercial Flexibility The ability to scale services on demand when needed. CAPEX and OPEX options to meet changing business requirements $ Address demand for innovation Resources are able to be aligned to strategic initiatives and focus effort on future business requirements Leverage skills and capabilities that aren’t available Clients can quickly access a wide range of world class technology expertise across multiple platforms without the burden of additional headcount Manage service level performance and user experience By having a centralised and unified view of performance across the environment, user experience can be managed, improved and optimised accordingly Improved decision making Clients improve decision making thanks to advanced visibility of service, reporting and trends allowing for accurate investment as required $
  24. 24. Overview International business active in every stage in the energy chain from sourcing energy to saving it 16.5 million Guests Largest rough gas storage facility in U.K, meeting 10% of peak requirements for U.K consumers 24 © 2014 CA. All rights reserved. Global delivery of a balanced mix of gas and oil production, power generation and energy trading British FTSE 100 Listed Company 30 Million Customers and 37,000 employees worldwide $100 Billion combined gas and power supply commitments across the group
  25. 25. Requirement and Solution Combination of multiple services, centrally managed and monitored Challenges The ability to scale services “on-tap” with a trusted and agile partner 25 © 2014 CA. All rights reserved. Remote monitoring, maintenance and incident resolution for VMware environments Remote monitoring, maintenance and incident resolution of desktop/laptop operating systems COMPUTE Secure hosted virtual servers on enterprise class technology Hosted in Kelway’s UK datacentres LYNC Cloud based enterprise collaboration, instant messaging, voice, video and PBX breakout Virtualisation Platform Management MAIL Private dedicated enterprise email collaboration with email hygiene, archiving and compliance services Desktop Management Managing complex requirements throughout challenging locations Capacity and capability for wide range of technologies Flexibility to improve current environment and meet future business objectives
  26. 26. Powerful MSP Partnership: Success and Future Evolution of Services
  27. 27. Combined expertise accelerates the release of services Service Creation Discover 27 © 2014 CA. All rights reserved. Discover Client Demand, Strategy, Initiatives and Vision Validation, Insight and Art of What’s Possible Design Design World Leading Technology Specialists Centre of Excellence Implement Implement Creation and Delivery of Requirements Navigation and Coordination of Resources Release Release Sales Enablement and Client Provision Go To Market Support and Service Optimisation
  28. 28. Services powered by experience UNIFIED INFRASTRUCTURE MANAGEMENT “Partnering with CA provides our customers with world leading services and solutions whilst retaining the ability to remain agile irrespective of the complexity of challenges encountered” Andy Eccles – CTO Kelway Ltd 28 © 2014 CA. All rights reserved.
  29. 29. Summary Key topics • Kelway Background • Challenges for diverse MSP’s • Impact on Service Catalogue • Efficiencies and Benefits Gained • CA Partnership and Enablement Discussed • Complexity of managed services • Challenges and Risks Encountered • Process to simplify offerings • Accelerated time to market whilst minimising risk 29 © 2014 CA. All rights reserved. Experiences • The journey so far in continuing to evolve and improve our service offerings • The value enabled via a trusted partnership with CA and capabilities of Unified Infrastructure Management
  30. 30. For More Information Insert appropriate screenshot and text overlay from following “More Info Graphics” slide here; DevOps ensure it links to correct page To learn more about DevOps, please visit: http://bit.ly/1wbjjqX 30 © 2014 CA. All rights reserved.
  31. 31. For Informational Purposes Only Terms of this Presentation This presentation provided at CA World 2014 is intended for information purposes only and does not form any type of warranty. Content provided in this presentation has not been reviewed for accuracy and is based on information provided by CA Partners and Customers. 31 © 2014 CA. All rights reserved.

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