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MANAGED SERVICES - Best Practices for Security SolutionsGreg Dixon, Technology Evangelist, ScanSource, Inc.
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Centralized control was replaced by distributed control
Expensive hardware was replaced by cheap hardware
Complicated maintenance was replaced by easier maintenance
Out sourced service (MFG/VAR) was replaced by in-house service (Help Desk)
20th Century
The Evolution of IT Services
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Distributed control was replaced byCentralized Control
Cheaper hardware was replaced by Less hardware
Easier maintenance was replaced by Automatic maintenance
In-sourced service (HD) was replaced by Out-sourced service (MSP)
21st Century
The Evolution of IT Services
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• The movement of a market from a differentiated value proposition to undifferentiated price competition.
Commoditization
• Smaller deals based on economic pressures• Commoditized hardware• Easier to get, use, support
• Some hardware moved to the Cloud
Less margin on less hardware
• Perpetual licensing replaced by monthly usage model.
Less margin on cloud software
The Realities of Business
www.getstuffcheap.com
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Response to Reality
Old Deal Profile: Cameras (32) ----- $20kServer/Stg (4) ---- $12kSwitch (4) ---------- $4kCable---------------- $2kSoftware (4) ------- $5kInstallation -------- $12kAnnual Service Contract -------------------------$1kTotal = $56,000
New Deal Profile:Cameras ---------- $10kServer/Stg --------- $0kSwitch (4) ---------- $3kCable --------------- $2kSoftware ---------- HostedInstallation -------- $6kManaged Service Contract ------------------- $??/monthly
Total = $21,000
?!
$$ - Revenue & Margin
Time$$ Now $$ Later
• Getting Started:• Carrier Services• Email Hosting• DR / BU Services
Add NEW incremental services
Sell more Services
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MSP Business ModelManaged Services model - an ongoing contractual arrangement in which the MSP remotely monitors, manages and updates a customer’s technology devices infrastructure, systems, and services.
Billed on a flat rate monthly plan (3 year contract)
Based on a Service Level Agreement - SLA
Contract re-evaluated periodically
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MSSP Business ModelManaged Security Services Provider - an ongoing contractual arrangement in which the MSSP provides remote monitoring and verification, video storage, manages and updates a customer’s security devices, analytics, infrastructure, systems, and services.
Billed on a flat rate monthly plan (3 year contract)
Based on a Service Level Agreement - SLA
Contract re-evaluated periodically
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• Keeps pace with current trends in technology delivery
• Protects customer base• Efficient method to sell more profitable services• Sustainable long-term business model
Reasons to start:
• Cloud computing may bring a different model.• Unconvinced about cloud computing.• Unsure of the ROI• Concerned over near-term cash flow
Reasons to wait: “The long-term
lifeline for much of
today’s IT channel.”
CompTIA
MSSP Transformation
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• Decide to be successful• Write it in your business plan
• Focus on your markets and customers• What services do they need?
• Start with a small portfolio• 2-3 services that complement your current business
How to start:
• Takes time and planning and investment• New sales and technical skill sets• New pricing model – SLA and new metrics• New compensation model - annuity• www.comptia.org/members/managedservices• Automated delivery brings efficiency and profitability
VAR MSSP
MSSP Transformation
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• Professional Services Automation software - PSA• Business process automation and management• Service desk automation, billing, project management, and
customer account management.• Tiger Paw and ConnectWise
• Remote Monitoring & Management software - RMM• Monitor technology for potential problems• Aid in solving problems without dispatching personnel• Remotely manage consistency, security, users,
policies, analytics…• In your NOC or in the cloud
Tools you may need:
MSSP Transformation
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Managed Security & Video Surveillance
Mobile Device Management
Wireless Network Management
Managed Services for Security Solutions
Network Management
Desktop Management
Mobile Device Management
Email / Intranet / Internet
Help Desk / Problem Management
Server/Storage Management
Security Policy Management
Payment Gateways
IT Asset Management
Application/Database Management
Backup/Restore/Disaster Recovery
Managed Services for IT
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Managed Services for Security Solutions
• White Box solution – Your Brand• Loss of video from a camera• Bandwidth Management• Storage Management• Multi-site consolidation• Periodic Security Assessment
and Adjustments
Managed Security & Video Surveillance
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• Access Point setup and initial configuration
• Monitoring and re-configuration
• Manage security of wireless network
• Manage network by zones and VLANs
• Manage bandwidth issues and over-subscription
Wireless Network Management Motorola WaaSRuckus ZoneDirector Remote
Managed Services for Security Solutions
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SOTI MobiControl
• Network access• Application management• Content/data security
policies• BYOD policies• Device alerts
• Lost/stolen device• O/S – F/W - runtime
management• Remote application help
desk
Mobile Device Management
Managed Services for Security Solutions
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Tyco Pulse
• Opportunities for new solutions
• Opportunities for new services• WLAN & MDM / MAM
• Opportunities for the next gen customers• Expectation of unlimited
mobility, storage and flexibility.
Mobility
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Thank You
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