Critical Success Factors in Delivering Cloud (and related) Services
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This document discusses critical success factors for delivering cloud and related services based on lessons learned. It begins by defining success as growing revenue, attracting and retaining customers, protecting margins, and improving performance. Key challenges include alignment with organizational vision, understanding customer needs, offering the right services, and evolving skills. Lessons learned include avoiding cannibalization, addressing real customer needs not just requested features, ensuring alignment across the organization, making difficult changes, and recognizing that off-the-shelf tools require customization. The document recommends strategies of alignment, informing customers, operating discipline, and integrated tool selection.
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Critical Success Factors in Delivering Cloud (and related) Services
- 1. embotics.com Critical Success Factors in Delivering Cloud (and related) Services Lessons Learned in the Trenches Monty Blight EVP, Service Providers mblight@embotics.com
- 2. embotics.com Agenda • Defining Success • Challenges you Face • Lessons Learned • What should we do then?
- 3. embotics.com Defining Success • Grow Revenue • Attract new customers • Retain and grow existing customers • Protect Margin • Reduce operating expense • Infrastructure efficiency • Improve Performance • Meet availability SLAs • Faster, better, easier
- 4. embotics.com Challenges you Face • Am I in alignment with my organization’s vision (solving the right problem)? • Who is my customer and/or am I speaking to the right people? • Am I offering the right services? Now? Future? • What’s the competition doing? • They expect to pay what? • Evolving skill set – Do I have the right people? • So many tools!
- 5. embotics.com • What got you here… • Cannibalization – Blockbuster, Bad Profits • The problem with listening to customers – Faster horses Lessons Learned…#1
- 6. embotics.com • What got you here… • Cannibalization – Blockbuster, Bad Profits • The problem with listening to customers – Faster horses • Get lots of the right people in the boat aka The Power of Alignment • Executive • Operations and Sales • Key Customers Lessons Learned…#2
- 7. embotics.com • What got you here… • Cannibalization – Blockbuster, Bad Profits • The problem with listening to customers – Faster horses • Get lots of the right people in the boat aka The Power of Alignment • Executive • Operations and Sales • Key Customers • Rip the bandage off Lessons Learned…#3
- 8. embotics.com • What got you here… • Cannibalization – Blockbuster, Bad Profits • The problem with listening to customers – Faster horses • Get lots of the right people in the boat aka The Power of Alignment • Executive • Operations and Sales • Key Customers • Rip the bandage off • The myth of “off the shelf” and why this is good news Lessons Learned…#4
- 9. embotics.com What should we do then? 1. Strategy alignment 2. Inform your customers 3. Operating discipline 4. Tools selection and Integration
- 10. embotics.com Strategy Alignment • Where do you shine? • What are customers willing to pay a reasonable fee for you to do? • Find that focus and make sure the company is aligned from executive strategy through execution and customer care.
- 11. embotics.com Inform your customers • You are expert in your field • Customers are leaning on that expertise. • Don’t simply guess what you think they are going to want but make a technology bet and take them there. • You say you want to be a partner, not a vendor. Act like it.
- 12. embotics.com Operating discipline • Define and train to operating standards that ensure successful delivery of your premium strategy. • When selecting tools or 3rd party services, integrate them as part of the operating process, not one-offs.
- 13. embotics.com Tools selection and Integration • In this software defined world, where can you automate? • This will cut operating cost and reduce human error. • Make sure the tools you select specialize in the features that are most important to your strategy.
- 15. embotics.com What should we do then? 1. Strategy alignment 2. Inform your customers 3. Operating discipline 4. Tools selection and Integration
- 16. Choosing the right cloud automation partner
- 17. embotics.com Embotics Company Snapshot • Company – Founded in March 2006 – Award-winning products – 16 patents approved and 7 pending • Our Focus – vCommander – Cloud Management Platform – Enterprises & Service Providers customers • Privately-Held – $32M invested to date – Currently in hyper-growth mode Vendor to Watch Company to Watch Top 100 Private Companies 17
- 19. embotics.com Embotics vCommander – Product Capabilities 19