2. Blackboard Private Cloud Services
Cloud Services Network Operations Center (NOC) in Virginia, U.S.
Offering Services since 1999
8 production Tier-3+ Datacenters around the world
270+ Full-time resources based in 4 continents
Follow-the-sun 24x7x365 in-depth coverage
Highly Scalable, Reliable & Redundant Infrastructure
Currently managing 15 petabytes of storage
2
3. Blackboard Private Cloud Datacenters
Calgary Virginia
(x2)
Amsterdam Frankfurt Sydney
(x2)
SingaporeBrazil AWS
2015
Coming!
5. Our Private Cloud Services Clients
1,400+ Educational Institutions
15+ Million Users
From 8 Production Datacenters
We serve
around the world!
5
6. Our Asia-Pacific Private Cloud Services Clients
1,400+ Educational Institutions
15+ Million Users
From 8 Production Datacenters
We serve
around the world!
6
7. 2014 Support Metrics
Case Closure Rates:
Client Satisfaction Scores:
Goal Actual
1 Day 40% 50%
3 Day 50% 66%
7 Day 70% 82%
30 Day 90% 96%
90 Day 99% 99%
Goal Actual
90% 93%
*Over 9300 surveys received, 19% “take rate”
New in 2015:
Adding a Tier1 Support Team in Monterrey, Mexico, expanding in-language support for Spanish
and Brazilian Portuguese. Program launches in March.
9. Blackboard Cloud Services
With 1,400+ Blackboard Learn Licenses
in Production, Blackboard Cloud
Services has unmatched scale
and expertise in Learn
Foundation: Redundancy, Scalability, Tools & Coverage
Appropriate Service Levels for Risk Management
Implement Best Practices IT Services Management
Highest Value: Experience & Expertise of CS Team
Cloud Services
9
10. Redundant & Secure Infrastructure
100% Power
Guarantees
Multiple, Multi-path &
Uncapped Tier-1 ISP
Connectivity
Redundant, Highly-
Available Network
Architecture
Datacenter, Network &
Data Security
Growth Capacity
Provisioned
Homogeneous,
Cookie-cutter-model
systems deployment
10
11. Security & Data Backups
Physical Security – 24x7 on-site security; CCTV; ID and biometric access control
Network Security – Firewalls; DDOS Mitigation 3rd Party Service; 3rd Party Audits; Security Team
Data Security – multi-layer & off-site data backups and 30-day retention
11
12. Experience & Expertise
Reliability
Cost Control Security
Fully Managed Service Scalability
270+ Full time resources in 4 continents
Most experience and expertise on Blackboard applications worldwide
Management Team – 5 to 15 years in Blackboard Cloud Services Team
Depth: Tier 1,2&3 Support, Operations, DBA/DevOps, Application, Storage,
Infrastructure, Datacenter & Project Management Resources available 24x7
12
13. 24x7 Monitoring & Management
24x7 Monitoring Tools
in place – Blackboard
Applications Specific,
Network, Storage,
Critical Systems
End-to-End User
Experience Monitoring
24x7x365 Follow-the-
sun upgrades,
escalations
management
Online Aggregate
Usage Reporting Tool
(“MH Insight”)
Centralized Enterprise
Management System
13
14. TrueSight Sample Report
Reports can be
generated as
needed to review
end-to-end
performance
Review of user
satisfaction based
on response times
for requests
User satisfaction
trends at various
points in time
14
15. Insight Reports Provide Historical Usage Data
Storage
Usage
Historical
Reporting
& Graphs
Application
Metrics
Bandwidth
Usage
15
16. Best Practices IT Services Management
Continual Service Improvement Practices:
Daily Operations Review Meetings & Change Management
Review Board in place
Majority of managers certified on ITIL; emulating best of standards
and methodologies, like ITIL, ISO, 6 Sigma and Gartner
Complete infrastructure refresh on 3-5 year cycle
Next Generation Technology Engineering Team resources, part of
Cloud Services
All team member business objectives tied to Key
Performance Indicators
16
17. Bb Cloud Services Engagement Plans
Solutions that support progressive levels of
requirement for uptime, growth and
change management
Risk Management & Best Practices
Infrastructure and Support Baseline
24x7x365
Operations and
Support
Tier-3+ Data
Center
Tier-1 Redundant
Internet
Connections
Highly-Available
Network & Storage
Systems
Redundant Data
Backups
Entry-level &
Small-scale
Production
Environment
Standard Enterprise
Environment
Technology Lifecycle
Management
Partnership for
Large-scale Growth
& Sustainability
SILVER
GOLD
PLATINUM
DIAMOND+
17
18. Engagement Plan Overview….
Entry-level &
Small-scale
Production
Environment
Standard Enterprise
Environment
Technology Lifecycle
Management
Partnership for
Large-scale Growth
& Sustainability
SILVER
GOLD
PLATINUM
DIAMOND+
For small
institutions or
departments
experiencing initial
organic online
program growth
For medium-sized
and larger
institutions whose
online learning
programs are
maturing
For institutions
with a structured
and mature online
education strategy
For institutions
whose online
learning programs
are at the core of
their educational
mission
18
19. Engagement Plans Details….
Capability Silver Gold Platinum Diamond+
Uptime SLA 99.7% 99.8% 99.9% 99.9%
Test & Development Environment Optional Optional
Staging Environment Optional Optional *
Project Management: During On-
Boarding and Data Migration
n/a n/a
Project Management: Planning and
Implementation of Upgrades
n/a n/a
Service Delivery Management Team &
Strategic Planning
n/a n/a n/a
Weekly Review and Planning Calls &
Annual On-Site Meetings
n/a n/a n/a
Monthly Operational Status Reports n/a n/a n/a
19
* Staging Environment for Platinum – available during upgrade periods only
20. Typical Questions
What Service Level Agreements (SLA) does Cloud Services offer?
What about planned maintenance windows?
What about disaster scenarios?
What to expect with migrating data/customizations to Cloud Services?
Visit to our datacenter?
Other questions?
20
21. Cloud Services Core Value Propositions
21
Reliability
Cost Control Security
Fully Managed Service Scalability
VALUE
21
