The document discusses the value of next generation managed services which leverage professional, DevOps, and managed security services to provide intelligent operations and automation through a single billing structure. This allows the managed services provider to be a strategic partner, continuously improving their clients' organizations by reducing costs through efficiency and automation while increasing speed to market.

1. TheValue of Next Generation Managed Services

2. Who am I?
• Who am I?
• What’s my background?

3. Who is CloudHesive?
• Professional Services
• Assessment (Current environment,
datacenter or cloud)
• Strategy (Getting to the future state)
• LandingZone (Pre-Migration)
• Migration (Environment-to-cloud,
Datacenter-to-cloud)
• Implementation (Point solutions)
• Support (Break/fix and ongoing
enhancement)
• DevOps Services
• Assessment
• Strategy
• Implementation (Point solutions)
• Management (Supporting infrastructure,
solutions or ongoing enhancement)
• Support (Break/fix and ongoing
enhancement)
• Managed Security Services (SecOps)
• Encryption as a Service (EaaS) –
encryption at rest/in flight
• End Point Security as a Service
• Threat Management
• SOC IIType 2Validated
• Next Generation Managed Services
(MSP)
• Leveraging our Professional, DevOps
and Managed Security Services
• Single payer billing
• Intelligent operations and
automation
• AWS Audited
• Cost Management

4. Inner Reflection
• What is the value you provide to your customers?
• What do you do better than your customers and your competitors?
• What can you do better than your customers and your competitors?
• What should you do better than your customers and your
competitors?

5. Inner Reflection
• Your Experience in this space?
• YourTrack Record in this space?
• YourAbilityTo Execute in this space?
• YourThought Leadership in this space?
• Your Ownership of the outcome?

6. The Flywheel
• Where do you have a first to market advantage?
• Can you predict the future? No , so if you can’t predict the future, how do you ensure our continued success?You make
the future
• How do you make the future? Focus on your first to market wins and turn them into a standard solution comprising
marketing, sales, implementation and operation. Do each of these WELL and avoid the distractions introduced by
undifferentiated heavy lifting
• This starts the flywheel.The flywheel moves by itself but without something occasionally driving the flywheel, it will
eventually stop. For you, that’s a plateau. Avoiding this requires change
• This change is moving from casting a wide net in your capabilities to going deep into your existing capabilities. Going
deep goes beyond technical knowledge, it also requires technical thought leadership, executive thought leadership,
intellectual property and operating your practice areas as centers of excellence

7. Tablestakes
• Much like your flywheel continues to move with this motion, each of your customers is a flywheel
in their own sense, and you need to keep them moving as well.This means doing what you say.
Again, doing itWELL
• This is easier said than done, but when you do it, we have the attention of your customer, and
with this attention you can be a thought leader and introduce new ideas – exciting and scary
• How do you get better at doing what you say? Focus on delivery of your solution. Ultimately,
though, your solution relies on a platform to run it on, and the serviceability of that platform
comes down to architecture, monitoring and automation, all which allow you to better
consistently execute, gain efficiencies and provide a better value to your customers
• How do you start?You find the gaps, prioritize the fixes and then implement the fixes

8. Successful Execution
• The first to market advantage let’s you target stronger opportunities. Why do you want stronger opportunities?
• Stronger opportunities allow for healthier relationships with the customer (less surprises from them) and are easier to
grow (most customers start small then grow) as they look to you as the expert
• Stronger opportunities mean better margins on delivery of the opportunity.This directly ties to your ability to build
larger, more dedicated teams for your solutions and drives your overall valuation
• With larger, more dedicated teams, you minimize churn and task switching, which produces a better-quality product

9. Size
• Neither customers or teams need to be large or larger, you can find
success with small customers taking the same approach you took
when you went deep into your solution
• Your success down market is driven by scale – scale in marketing,
scale in selling (clickthrough), scale in provisioning (automation)
scale in support (self-service) and scale in operations

10. Shared Responsibility Model

11. Well Architected Framework
• Operational Excellence
• Security
• Reliability
• Performance Efficiency
• Cost Optimization

12. Customer Personas
• Bimodal is the practice of managing two separate but coherent styles of work: one focused on
predictability; the other on exploration.
• Mode 1 is optimized for areas that are more predictable and well-understood. It focuses on exploiting what
is known, while renovating the legacy environment into a state that is fit for a digital world.
• Mode 2 is exploratory, experimenting to solve new problems and optimized for areas of uncertainty.These
initiatives often begin with a hypothesis that is tested and adapted during a process involving short
iterations, potentially adopting a minimum viable product (MVP) approach.
• Both modes are essential to create substantial value and drive significant organizational change, and
neither is static. Marrying a more predictable evolution of products and technologies (Mode 1) with the new
and innovative (Mode 2) is the essence of an enterprise bimodal capability. Both play an essential role in the
digital transformation.

13. CustomerWorkload Personas
• Migrated
• Server Based
• Migrated & Optimized
• Blends of Server and Service Based
• Native
• Service Based
• Orchestrated
• ECS, EKS, K8s
• Inherited
• Wildcard!
• Hybrid
• Wildcard!

14. Next Generation Managed Services
• Traditional MSP
• Run and operate focus
• Hardware-based solutions
• Centralized operations
• Device-based SLAs
• Complex, manual change management
• Static monitoring with fixed thresholds
• Security risk mitigation
• Outsourcing vendor
• Next Generation MSP
• Design, architect, automate
• Cloud and software-based solutions
• Distributed operations and resources
• Solution/application-based SLAs
• DevOps, CI/CD, self-healing solutions,
infrastructure as code
• Dynamic monitoring, anomaly detection,
machine learning
• Security by design, continuous compliance
• Trusted advisor and partner

15. AWS MSP Program
• Partner Capabilities
• Business Health
• Business Management
• Customer Obsession
• Solution DesignCapability
• DevOps
• Infrastructure andApplication Migration Capability
• Security
• Next Generation Service Management
• Service Level Agreement
• Optimization
• AWS Billing andCost Management
• AWS Knowledge

16. Customer Example - Architecture
• Notable percentage of Managed Services incidents could have been avoided
through up-front architecture
• ~9 EC2 instances (NGINX, Front End, Back End, Database) = 4 hours/instance/month in
caring for/feeding is 108,000.00 USD/Year @ 250.00 USD/Hour
• That’s customer cost, what about opportunity cost?
• Opportunity for tremendous customer value (customer saves 108,00.00 USD/Year) and
provides us an opportunity to be more strategic with our partner (moving up the stack)
• What can we do? None of the above systems need to be servers
• Increases the customers we can touch without a direct correlation to headcount

17. Customer Example - Monitoring
• Previous Example entails hundreds of monitorable events and
metrics, with a composite required to understand state
• Interesting events feed into event driven automation
• Eliminate the instances and changes focus monitoring on customer
outcomes
• Increasing the scope of automated data collection eliminates manual
checking but introduces complex correlation engines (people), which
Outcome based monitoring minimizes the need for/increases positive
customer sentiment

18. A thought?

19. And another?

20. Customer Example - Automation
• Previous example also has numerous automation touch points (AWS
Services, Operating System, Services, etc.)
• A move to serverless drops this number to practically none
• Automation skills shifted to development automation
• Provides a consistent experience intra and inter customer, and again
increases the value of our impact to customers without a direct tie to
headcount

21. Conclusion
• A Next Generation Managed Service Provider should be a partner to
your organization; in addition to handling the undifferentiated heavy
lifting of your platform operations, they should drive a culture of
continuous improvement within your organization.These exercises
serve to reduce operating costs ranging from literal billed hours, to
AWS costs and increase speed to market through efficiency and
productivity.

22. Contact Us
• Partner Solutions Finder
• https://aws.amazon.com/partners/find/partnerdetails/?n=CloudHesive&id=001E000000qK5f6IAC
• E-Mail
• sales@cloudhesive.com
• URL
• https://cloudhesive.com
• Phone
• United States: 800-860-2040 x1 (Miami, Florida, US)
• Argentina: +54 (11) 51737475 x1 (Buenos Aires,AR & Santiago,CL)
• United Kingdom: +44 (20) 37955127 x1
• Australia: +61 (2) 80742932 x1