Building a Cloud Offering:
Perspectives from Two MSPs
March 7, 2012

                   Sponsored by:
Welcome


 Joe Panettieri, Editorial Director
 Nine Lives Media, a Division
 of Penton Media
 E: Joe@NineLivesMediaInc.com
What We’ll Cover

• The different types of cloud services MSPs
  can deliver
• What factors should go in to deciding
  what services to offer?
• Ways MSPs can differentiate themselves
  through a cloud offering
• Your questions throughout
What the MSPmentor 100 Says
What the MSPmentor 100 Says
The Need for Differentiation

• The opportunity: Growth of Cloud
  Investment
  – 59% of top MSPs offer SaaS
  – 53% offer IaaS
  – 31% offer PaaS
• The risk: Amazon and the race to the
  bottom
  – IaaS for free
• The mandate: Build a differentiated cloud
  offering
Please Welcome




   Wayne Kiphart          Jason Carolan          Tim Van Ash
   Vice President             CTO         Vice President, Prod. Man.
Man. Services Solutions    ViaWest Inc.        Unified Solutions
     Logicalis Inc.                                 Nimsoft
Welcome


   Wayne Kiphart
   VP, Man. Services Solutions
   Logicalis Inc.
About Logicalis
• Year Founded: 1997
• Headquarters: Farmington Hills, Mich.
  (U.S.)
• Number of Employees: 2,500
• Market Focus: Enterprise, Public Sector
• Types of Services Offered:
  – Communications and Collaboration
  – Data Center and Cloud Services
  – Managed Services
About Logicalis (cont.)
• Types of Cloud Services Offered:
  –   Logicalis Enterprise Cloud (LEC)
  –   IaaS
  –   Hybrid cloud
  –   Private Cloud
  –   DR as a Service
  –   ISVs moving to as-a-Service business models


• Adding More Cloud Services This Year
About Logicalis (cont.)
Wayne’s thoughts on Cloud opportunities for MSPs:
•Focus Is Critical!
  – Clearly understand target market, customer size, etc.
  – Don’t over commit cloud services – think long-term and
    strategic
  – Don’t get distracted and get away from your core solution!
•Do Your Due Diligence!
  – Don’t build solutions that don’t have long-term viability in the
    market
  – Choose wisely the cloud services you decide to build
Welcome


   Jason Carolan
   CTO
   ViaWest Inc.
About ViaWest

•   Year Founded: 1999
•   Headquarters: Denver, Colo.
•   Number of Employees: 315
•   Market Focus: Enterprise, SMB
•   Types of Services Offered:
    –   Colocation
    –   Complex Hosting
    –   Cloud
    –   Managed Services
About ViaWest (cont.)
• Types of Cloud Services Offered:

• KINECTed™ Cloud
  – iCloud, Xen-based
  – vCloud, VMware-based

• Hybrid Cloud
  – ‘Workload Bursting’ from ViaWest Data
    Center (colo/hosting) to ViaWest Cloud
About ViaWest(cont.)
Jason’s thoughts on Cloud opportunities for MSPs:
•Operational/service management
  – Example: how to federate cloud access with HR DB
  – Requires user mgmt., ID mgmt., federation of diff
    systems to automate, esp. critical as production
    services in cloud
•Bring your own device/consumerization of IT
  –   Risks: regulated data on unsecured mobile devices
  –   Virtual desktop services huge opportunity
  –   Centralize regulated data in the cloud, better security
  –   Opportunity: to provide enterprise “drop box” housed
      on premise, holistic data management for remote and
      local user, wrapping all together
Welcome


   Tim Van Ash
   VP, Product Management
   Unified Solutions
   Nimsoft
Software as a Service (SaaS)
Delivery Model


                            MSP PREFERENCE FOR SaaS
                 SaaS

                             24 MONTHS AGO: “NONE”




                 ON
                 PREMISE
                           TODAY
                               =     1/3+
Total = 813
                           Today Nimsoft has 450+ MSP Partners
Nimsoft ITMaaS Platform

              Mid-Market                                                           Enterprise Market



                                                      MSP


Users                                                                                                      Users
                                          Service Portal


                        Nimsoft    Nimsoft Cloud
        Nimsoft                                     Nimsoft              CA
                        Service        User                                       CA ARCserve CA CloudMinder
        Monitor                                    EcoMeter         Clarity PPM
                         Desk       Experience



                                           Collaboration Services

                                             Business Services
                  Metering and Billing    Application Store/Marketplace    Product Configuration

                                          Infrastructure Services
                   Dynamic Provisioning        Data Protection        Multi-
                                                                      Multi-Tenant Management
                           Service Management           Identity and Access Management
Polling Question

Where does your company stand with
respect to offering cloud services?

A. We’ve been offering cloud services for a
while now (longer than one year)
B. We’re just getting started (within the
past 12 months)
C. We haven’t started yet
D. We have no plans to offer cloud services
Distinguishing Your Cloud Offerings
                    3 Potential Strategies

Ability to react on        • Banking         Building a cloud
uneven demand              • Aerospace       that meets
    Customer
loads                             Vertical
                           • Healthcare /      Compliance
                                             regulatory
•
•
        Service
    Seasonality
    Time of the day
                                  Market
                             Insurance       requirements, i.e.
                                                  Strategy
•
•
        Strategy
    Unpredictable events
    Industry agnostic
                                 Strategy
                           • Government      •HIPPA
                                             •PCI
•CA Automation Suite       • Oil & Gas       •EU Data Privacy

                           • SMB
Distinguishing Your Cloud Offerings
                   3 Potential Strategies

High-
High-Touch              • Banking        Building a cloud
‘Managed’ Cloud         • Aerospace      that meets
Services                • Healthcare /   regulatory
•   Security
•   Service Levels        Insurance      requirements, i.e.
•   Support             • Government     •HIPPA
•   Industry agnostic                    •PCI
                        • Oil & Gas      •EU Data Privacy
                        • SMB



       Customer              Vertical       Compliance
        Service              Market          Strategy
        Strategy             Strategy
Differentiation Strategy #1:
  Security and Compliance
Each vertical has different regulations -
differentiate by becoming an expert in
certain verticals and well-versed in others
Leverage ISO/IEC 27001 to establish a
scalable security framework
Differentiation Strategy #2:
        Vertical Focus
Focus on business challenges in a specific
industry, specialize
Master their language, establish
superiority
Deliver industry-specific apps, capabilities
Aggregate different technologies
offerings, apps for specific industry
Differentiation Strategy #3:
                             Customer Service                                              Customer Needs:
Service Provider                                                                           Opportunity for
Managed Capabilities         The challenge for customers: unexpected burden of the cloud   MSPs!

                                                                                           • Service Levels
 • Full Service
                         MSP                                                               • User management
                         (Managed Service Provider)                                        • Integration


                                                                                           • Service Levels
 • Service Levels
 • Service Security      SaaS                          Provider to Customer Line of        • User management
                         (Software-as-a-Service)              responsibility               • Integration
 • Service Upgrades


• Dev Environment                                                                          • User Management
• Platform avail         PaaS                                                              • App Support
• Platform Upgrades      (Platform-as-a-Service)                                           • Dev & Test of Apps


                                                                                           • Analytics
 • Data Integrity
 • Data Availability     DaaS                                                              • User management
                                                                                           • Data Correctness
 • Data Replication      (Data-as-a-Service)


                                                                                           • Patching & config
 • VM provisioning
 • Infra Availability
                         IaaS                                                              • App/OS Support
 • Raw Compute
                         (Infrastructure-as                                                • Security
                         -a-Service)
Differentiation Strategy #3:
        Customer Service
• What customers care about: business, not tech.
  Cloud Security, Service Levels, Support Model
• ‘Service-Wrapper’ as differentiator
  – Treat customers with urgency
  – Great change control/management, alerting,
    escalation, staff, quick isolation/resolution
  – Everybody will run into problems -- it’s how you deal
    with, isolate and solve them that set your company
    apart
• Be High-Touch
  – Work with customer from initial sales through to
    implementation and ongoing support
Ask the Experts




   Wayne Kiphart          Jason Carolan          Tim Van Ash
   Vice President             CTO         Vice President, Prod. Man.
Man. Services Solutions    ViaWest Inc.        Unified Solutions
     Logicalis Inc.                                 Nimsoft
Where Can I Get More Information?

www.nimsoft.com
www.nimsoft.com/mspzone
Modern IT Blog: http://blog.nimsoft.com

Follow Nimsoft on Twitter, FB!
@nimsoft
facebook.com/Nimsoft
Our Next Channel Expert Hour Webcast

  Date: March 21
  Time: 11:00 a.m. PT/2:00 p.m. ET
  Topic: Backup and Disaster Recovery: Cloud
  vs. On-Premise Considerations
  Register: mspmentor.net/events
Nine Lives Media Contacts


          Editorial
          Joe Panettieri, Editorial Director
          E: Joe@NineLivesMediaInc.com




         Sponsorship
         Amy Katz, President
         E: Amy@NineLivesMediaInc.com

Building a Cloud Offering: Perspectives from Two MSPs

  • 1.
    Building a CloudOffering: Perspectives from Two MSPs March 7, 2012 Sponsored by:
  • 2.
    Welcome Joe Panettieri,Editorial Director Nine Lives Media, a Division of Penton Media E: Joe@NineLivesMediaInc.com
  • 3.
    What We’ll Cover •The different types of cloud services MSPs can deliver • What factors should go in to deciding what services to offer? • Ways MSPs can differentiate themselves through a cloud offering • Your questions throughout
  • 4.
  • 5.
  • 6.
    The Need forDifferentiation • The opportunity: Growth of Cloud Investment – 59% of top MSPs offer SaaS – 53% offer IaaS – 31% offer PaaS • The risk: Amazon and the race to the bottom – IaaS for free • The mandate: Build a differentiated cloud offering
  • 7.
    Please Welcome Wayne Kiphart Jason Carolan Tim Van Ash Vice President CTO Vice President, Prod. Man. Man. Services Solutions ViaWest Inc. Unified Solutions Logicalis Inc. Nimsoft
  • 8.
    Welcome Wayne Kiphart VP, Man. Services Solutions Logicalis Inc.
  • 9.
    About Logicalis • YearFounded: 1997 • Headquarters: Farmington Hills, Mich. (U.S.) • Number of Employees: 2,500 • Market Focus: Enterprise, Public Sector • Types of Services Offered: – Communications and Collaboration – Data Center and Cloud Services – Managed Services
  • 10.
    About Logicalis (cont.) •Types of Cloud Services Offered: – Logicalis Enterprise Cloud (LEC) – IaaS – Hybrid cloud – Private Cloud – DR as a Service – ISVs moving to as-a-Service business models • Adding More Cloud Services This Year
  • 11.
    About Logicalis (cont.) Wayne’sthoughts on Cloud opportunities for MSPs: •Focus Is Critical! – Clearly understand target market, customer size, etc. – Don’t over commit cloud services – think long-term and strategic – Don’t get distracted and get away from your core solution! •Do Your Due Diligence! – Don’t build solutions that don’t have long-term viability in the market – Choose wisely the cloud services you decide to build
  • 12.
    Welcome Jason Carolan CTO ViaWest Inc.
  • 13.
    About ViaWest • Year Founded: 1999 • Headquarters: Denver, Colo. • Number of Employees: 315 • Market Focus: Enterprise, SMB • Types of Services Offered: – Colocation – Complex Hosting – Cloud – Managed Services
  • 14.
    About ViaWest (cont.) •Types of Cloud Services Offered: • KINECTed™ Cloud – iCloud, Xen-based – vCloud, VMware-based • Hybrid Cloud – ‘Workload Bursting’ from ViaWest Data Center (colo/hosting) to ViaWest Cloud
  • 15.
    About ViaWest(cont.) Jason’s thoughtson Cloud opportunities for MSPs: •Operational/service management – Example: how to federate cloud access with HR DB – Requires user mgmt., ID mgmt., federation of diff systems to automate, esp. critical as production services in cloud •Bring your own device/consumerization of IT – Risks: regulated data on unsecured mobile devices – Virtual desktop services huge opportunity – Centralize regulated data in the cloud, better security – Opportunity: to provide enterprise “drop box” housed on premise, holistic data management for remote and local user, wrapping all together
  • 16.
    Welcome Tim Van Ash VP, Product Management Unified Solutions Nimsoft
  • 17.
    Software as aService (SaaS) Delivery Model MSP PREFERENCE FOR SaaS SaaS 24 MONTHS AGO: “NONE” ON PREMISE TODAY = 1/3+ Total = 813 Today Nimsoft has 450+ MSP Partners
  • 18.
    Nimsoft ITMaaS Platform Mid-Market Enterprise Market MSP Users Users Service Portal Nimsoft Nimsoft Cloud Nimsoft Nimsoft CA Service User CA ARCserve CA CloudMinder Monitor EcoMeter Clarity PPM Desk Experience Collaboration Services Business Services Metering and Billing Application Store/Marketplace Product Configuration Infrastructure Services Dynamic Provisioning Data Protection Multi- Multi-Tenant Management Service Management Identity and Access Management
  • 19.
    Polling Question Where doesyour company stand with respect to offering cloud services? A. We’ve been offering cloud services for a while now (longer than one year) B. We’re just getting started (within the past 12 months) C. We haven’t started yet D. We have no plans to offer cloud services
  • 20.
    Distinguishing Your CloudOfferings 3 Potential Strategies Ability to react on • Banking Building a cloud uneven demand • Aerospace that meets Customer loads Vertical • Healthcare / Compliance regulatory • • Service Seasonality Time of the day Market Insurance requirements, i.e. Strategy • • Strategy Unpredictable events Industry agnostic Strategy • Government •HIPPA •PCI •CA Automation Suite • Oil & Gas •EU Data Privacy • SMB
  • 21.
    Distinguishing Your CloudOfferings 3 Potential Strategies High- High-Touch • Banking Building a cloud ‘Managed’ Cloud • Aerospace that meets Services • Healthcare / regulatory • Security • Service Levels Insurance requirements, i.e. • Support • Government •HIPPA • Industry agnostic •PCI • Oil & Gas •EU Data Privacy • SMB Customer Vertical Compliance Service Market Strategy Strategy Strategy
  • 22.
    Differentiation Strategy #1: Security and Compliance Each vertical has different regulations - differentiate by becoming an expert in certain verticals and well-versed in others Leverage ISO/IEC 27001 to establish a scalable security framework
  • 23.
    Differentiation Strategy #2: Vertical Focus Focus on business challenges in a specific industry, specialize Master their language, establish superiority Deliver industry-specific apps, capabilities Aggregate different technologies offerings, apps for specific industry
  • 24.
    Differentiation Strategy #3: Customer Service Customer Needs: Service Provider Opportunity for Managed Capabilities The challenge for customers: unexpected burden of the cloud MSPs! • Service Levels • Full Service MSP • User management (Managed Service Provider) • Integration • Service Levels • Service Levels • Service Security SaaS Provider to Customer Line of • User management (Software-as-a-Service) responsibility • Integration • Service Upgrades • Dev Environment • User Management • Platform avail PaaS • App Support • Platform Upgrades (Platform-as-a-Service) • Dev & Test of Apps • Analytics • Data Integrity • Data Availability DaaS • User management • Data Correctness • Data Replication (Data-as-a-Service) • Patching & config • VM provisioning • Infra Availability IaaS • App/OS Support • Raw Compute (Infrastructure-as • Security -a-Service)
  • 25.
    Differentiation Strategy #3: Customer Service • What customers care about: business, not tech. Cloud Security, Service Levels, Support Model • ‘Service-Wrapper’ as differentiator – Treat customers with urgency – Great change control/management, alerting, escalation, staff, quick isolation/resolution – Everybody will run into problems -- it’s how you deal with, isolate and solve them that set your company apart • Be High-Touch – Work with customer from initial sales through to implementation and ongoing support
  • 26.
    Ask the Experts Wayne Kiphart Jason Carolan Tim Van Ash Vice President CTO Vice President, Prod. Man. Man. Services Solutions ViaWest Inc. Unified Solutions Logicalis Inc. Nimsoft
  • 27.
    Where Can IGet More Information? www.nimsoft.com www.nimsoft.com/mspzone Modern IT Blog: http://blog.nimsoft.com Follow Nimsoft on Twitter, FB! @nimsoft facebook.com/Nimsoft
  • 28.
    Our Next ChannelExpert Hour Webcast Date: March 21 Time: 11:00 a.m. PT/2:00 p.m. ET Topic: Backup and Disaster Recovery: Cloud vs. On-Premise Considerations Register: mspmentor.net/events
  • 29.
    Nine Lives MediaContacts Editorial Joe Panettieri, Editorial Director E: Joe@NineLivesMediaInc.com Sponsorship Amy Katz, President E: Amy@NineLivesMediaInc.com