comp tia cloud foundations managing your customer's clouds

Executive Certificate in Cloud (Foundations)Course 5: Managing Your Customer’s CloudsCloud 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.

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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…

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Group Check In

Discuss how cloud vendors have impacted your customer relationships…

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Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org

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

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DEVELOPING PERSONAL RELATIONSHIPS

Make your cloud provider partners your friends.They’ll make you your customers’ magicians!

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PROACTIVE SLA MANAGEMENT

99.999%

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Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org

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?

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Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org

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

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CLOUD OPERATIONS:PLANNING & CONSULTING

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Cloud Operations: Provisioning & Deployment

Domain Registrar Management

DNS Management

Service Provisioning

User Provisioning

User Deployment

Application Deployment

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Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org

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?

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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

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Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org

Cloud Operations: Integration

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Collaboration

Productivity Tools

CRM

LOB Apps

Anti-Malware

Email

Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org

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?

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CLOUD OPERATIONS:USER TRAINING & SUPPORT

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Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org

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

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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?

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Cloud Operations: Monitoring & Management

There’s more to manage

Every cloud service has an SLA

You’re managing the services, not products

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Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org

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?

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Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org

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?

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MEASURING SUCCESS

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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?

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Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org

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

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Sales Performance Tracking

Customers

Customer Acquisition Rate

Customer Retention Rate

Customer Lifetime Value

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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

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THE MOST IMPORTANT METRIC:CUSTOMER SATISFACTION

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QUESTIONS?