comp tia cloud foundations managing your customer's clouds
TRANSCRIPT
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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Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org
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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Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org
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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Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org
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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Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org
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
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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Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org
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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Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org
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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Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org
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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Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org
Sales Performance Tracking
Customers
Customer Acquisition Rate
Customer Retention Rate
Customer Lifetime Value
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Copyright (c) 2014 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org
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?