Comp tia cloud foundations managing your customer's clouds

Executive Certificate in Cloud
(Foundations)
Course 5: Managing Your Customer’s Clouds
Cloud Operations

Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org
Course Overview
 Understand your role as your
customer’s quality assurance
manager.
 Review all of the operational
areas that must be managed
in order to ensure a great
cloud experience for your
customers
 Identify relevant metrics for
tracking sales and operational
performance.
2

The Farmer’s Shadow
 It’s said that the farmer’s
shadow is the best
fertilizer
 Means you need to be
there
 With today’s networks,
there are multiple
“theres”
 So much for the farmer’s
shadow…
3

Group Check In
Discuss how cloud vendors have impacted your
customer relationships…
4

Role & Responsibility
 You are managing the quality delivery of
services by someone other than yourself
 You are managing the integration of many
services all delivered by companies other than
yourself
 You are also your customer's QA advocate with
those providers
5

DEVELOPING PERSONAL
RELATIONSHIPS
Make your cloud provider partners your friends.
They’ll make you your customers’ magicians!
6

PROACTIVE SLA MANAGEMENT
99.999%
7

Group Check In
What are some of the operational functions you
associate with managing your customers’ clouds –
starting from the first engagement, to turn-on and on
through ongoing operations?
8

Cloud Operations: Overview
 Planning & Consulting
 Provisioning
 Deployment
 Migration
 Integration
 User Training
 User Support
 Capacity Planning
 Capacity Monitoring
 Monitoring & Management
 Billing
– If you choose to source by buying and reselling
– If you choose to receive broker commissions
9

CLOUD OPERATIONS:
PLANNING & CONSULTING
10

Cloud Operations: Provisioning & Deployment
 Domain Registrar Management
 DNS Management
 Service Provisioning
 User Provisioning
 User Deployment
 Application Deployment
11

Group Check In
Migration is one of the trickier aspects of delivering
cloud solutions – and also a place where many choose
to partner with migration experts or leverage third
party tools to help.
How do you manage customer cloud migrations?
12

Cloud Operations: Migration
• Moving all email
accounts and data from
existing server to cloud
service
• Excellent Opportunity to
archive older data
• Improve efficiency
• Apply & enforce policy
13

Cloud Operations: Integration
14
Collaboration
Productivity Tools
CRM
LOB Apps
Anti-Malware
Email

Group Check In
Training is an often-overlooked value added service
for solution providers.
What types of training and support services do you
provide your customers?
15

CLOUD OPERATIONS:
USER TRAINING & SUPPORT
16

Cloud Operations: Capacity Planning & Monitoring
 Increase or decrease
storage, memory,
processors on demand
 Customer only pays for
what they use
 Monitor proactively to
throttle down during
periods of reduced use
 Save your customer
money
17

Group Check In
Sophisticated remote monitoring and management
can be a high value, high profit service for many
solution providers, but it requires significant
investments (NOCs, RMM tools, etc.)
What tools do you use to manage your customers’
cloud services?
18

Cloud Operations: Monitoring & Management
 There’s more to manage
 Every cloud service has
an SLA
 You’re managing the
services, not products
19

Group Check In
1. Are you providing recurring billing for cloud
services?
2. Utilizing third party aggregation and billing
services provided by distributors or vendors?
20

Cloud Operations: Billing – Buy/Resell
 Does your billing system
support recurring invoicing?
 Can you properly
compute and distribute
commissions on fee income?
 What is the cost of
generating a periodic
invoice?
 How does that figure into
your costing?
21

Measuring Success
 Sales Pipelining & Forecast
 Projecting Recurring Revenue
 Make it a new category
 Keep an eye on where you start each month in revenue
 How close does it bring you to breakeven?
 How soon will you start each month already in the black?
23

Measuring Success
 Sales Performance
Tracking
 Sales
 Percentage of Sales
from immediate sales
vs. recurring revenue
 Impact on Resources
 Service Utilization
 Personnel Utilization
 New Resources Required to Fulfill Pipeline
24

Sales Performance Tracking
 Customers
 Customer Acquisition Rate
 Customer Retention Rate
 Customer Lifetime Value
25

Sales Performance Tracking
 Profits
 Actual Fully-Burdened Margin Performance
 Cost of Marketing
 Cost of Sales
 Operating Overhead
 Adjacent Operations Costs
 Reporting
 By Cloud Service
 By Cloud vs. OnPrem
 By Cloud vs. By Personnel
26

THE MOST IMPORTANT METRIC:
CUSTOMER SATISFACTION
27

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