How Kelway Evolved Its Managed Services Practice with CA Unified Infrastructure Management
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Transcript of How Kelway Evolved Its Managed Services Practice with CA Unified Infrastructure Management
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How Kelway Evolved Its Managed Services Practice with CA Unified Infrastructure Management Rhys Parfitt
OCX26S #CAWorld
Kelway Head of Product Design
2 © 2014 CA. All rights reserved.
Abstract
Learn how CA Unified Infrastructure Management has allowed Kelway to secure new managed service customers with an extended service catalogue of productised offerings built on the foundation of monitoring and unified visibility of service level performance.
Rhys Parfitt
Kelway
Head of Product Design
3 © 2014 CA. All rights reserved.
Agenda
KELWAY: WHO ARE WE?
THE CHALLENGE FOR VENDOR AGNOSTIC MSP’S
POWERFUL MSP PARTNERSHIP: SUCCESS AND FUTURE EVOLUTION OF SERVICES
THE IMPACT OF CA UIM ON OUR SERVICE CATALOGUE
THE RESULT AND KELWAY EFFICIENCIES GAINED
CLIENT BENEFITS: CENTRICA OVERVIEW
1
2
3
4
5
6
Who are we?
AT A GLANCE
HERITAGE
FULL SUITE OF SERVICES AND SOLUTIONS
OUR PARTNERS
OUR CUSTOMERS Retail | Public Sector | Construction | Food & Beverage | Finance and Banking | Insurance | Oil & Gas | Non Profit | Transport and Logistics | Gaming | Pharmaceutical
OUR AWARDS
• Cisco GLOBAL Commercial Partner of the Year
• Cisco UKI Data Center Partner of the Year
• Cisco EMEAR Commercial Partner of the Year
• Cisco UKI Commercial Partner of the Year
• Dell Partner of the Year
• VMware EMEA Solutions Provider of the Year
• EMC Partner of the Year UK&I
• EMC Best Partner of the Year UK&I (Global)
• HP Partner of the Year
• HP EMEA EG Growth Partner of the Year
• Microsoft Customer Lifecycle Management
• Lenovo Enterprise and Public Sector Partner of the Year
• RedHat Partner of the Year
• Mimecast Growth Partner of the Year
• NetApp - Outstanding Achievement - Technical
• EMC Individual Channel Contributor of the Year UK&I 2012
The challenge for vendor agnostic MSPs
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The Complexity of Managed Services
Million’s + Potential Combinations of Service Requirements
Partners/Vendors
20+
Core Technology Solutions / Areas
of Focus
6
Products of Varied Generation
10,000 ‘s Support Functions
12
Countries
130+
Configuration
?
Implementation and Architecture
?
Coverage
?
Systems
?
SLA’s
?
Pace of Change
?
Commercial Models
?
13 © 2014 CA. All rights reserved.
Challenges and Risks
Providing Unlimited Flexibility/Choice to Clients Creates Inefficiency and Risk
Complex Workflow is
needed in order to deliver services
Bespoke Requirements
create delays in transition of
services
Support is inconsistent due
to multiple variations of
services delivered
Automation of tasks is
challenged due to diverse processes
Cost of Service is increased due to
resource intensive manual
activity
$
The impact of CA UIM on our service catalogue
15 © 2014 CA. All rights reserved.
Creation of simplified services that are repeatable
Thousand’s + Potential Combinations of Service Requirements
Core Products Defined
Catalogue of cloud and remote managed services
28
Packaged services fully inclusive of critical functions
Standardised Offerings Per
Service
3
CAPEX or OPEX delivery models
Commercial Models
2
Consolidation of monitoring platforms
System/Tool
for Monitoring
1
Defined Repeatable and Consistent Services That Meet Client Expectation and Demand
Monitoring now a pre-requisite in order to take responsibilty for a clients infrastructure
MANAGED SERVICES PRODUCTS
EUC Platform Management
Server Hardware Management
Storage System Management
Application Management
Server OS Management
SERVICES POWERED BY ADVANCED UNIFIED MONITORING
Asset Lifecycle Management
Collaboration Platform Management
Remote Monitoring
Backup and Recovery Services
Datacentre Management
End to end lifecycle management of hardware and software assets
Non cloud based, remote monitoring, maintenance and incident resolution for backup and recovery solutions
Remote monitoring, maintenance and management physical datacentre environment
[Roadmap Services]
Desktop Management
Virtualisation Platform Management
ServiceNet
Remote monitoring, maintenance and incident resolution for telephony and messaging systems
Enterprise Mobility Management
Management of mobile devices and applications including procurement and airtime
Remote monitoring, maintenance and incident resolution for VMware environments
Remote monitoring, maintenance and incident resolution of storage devices
Remote monitoring, maintenance and incident resolution for core enterprise applications
Remote monitoring, maintenance and incident resolution of desktop/laptop operating systems
Remote monitoring, maintenance and incident resolution for citrix environments
Remote monitoring solutions providing unified view of performance across multiple technologies
Remote monitoring, maintenance and incident resolution of physical servers and components
Remote monitoring, maintenance and incident resolution of virtual and/or physical server operating systems
End to end network management and maintenance
CLOUD PRODUCTS SERVICEWORKS PORTAL
PRIVATE LOCAL DESKTOP SECURITY ARCHIVE ANALYTICS
Hosted private dedicated converged infrastructure
Fully managed by Kelway
On-premise private dedicated converged infrastructure
Fully managed by Kelway
High definition office and mobile workforce video solutions
Flexible secure remote desktop services
Managed firewalls, Load Balancing, Application Delivery Control, Threat Protection, Intrusion Prevention & Web Filtering services
Policy based data archiving
Big data analytics
COMPUTE BACKUP ASSURE MAIL LYNC SYNC COLO
Secure hosted virtual servers on enterprise class technology
Hosted in Kelway’s UK datacentres
Secure enterprise backup and long term retention
All data stored in Kelway’s UK datacentres
Cloud based disaster recovery replication and failover to Kelway’s enterprise class Compute cloud
Private dedicated enterprise email collaboration with email hygiene, archiving and compliance services
Cloud based enterprise collaboration, instant messaging, voice, video and PBX breakout
Cloud based file synchronization, collaborating and auditing.
All data hosted in Kelway’s UK datacentres
Your infrastructure hosted in Kelway’s secure ISO 27001 certified UK based datacentres
[Roadmap Services]
VIDEO
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Support packages aligned to key customer needs created
Visibility of supported infrastructure is paramount in driving quality of service to our customers
Monitor • Gain visibility of
Infrastructure • Pre-empt Critical Failure • Make recommendations for
Improvement
Maintain • Provide Streamlined
Reactive Maintenance • Improved Incident
Resolution • Conduct Proactive Scheduled
Maintenance Tasks • Core Business Hours
Manage • 24/7/365 End to End
Management Inclusive of Capacity and Availability
• Advanced Service Level Management and ITIL Functions
• Centralised Support for Multiple Technologies
Premium
Essential
Basic
The result and Kelway efficiencies gained
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Repeatable, automated services and process
Multiple benefits gained by simplifying and productising services
Improved quality of service via repeatable process Support teams know exactly what action to take in any eventuality and for any client
Focus efforts on complex requirements For complex services we are able to dedicate greater levels of resource to ensure we capture all requirements and generate required processes
Consistently able to meet client expectations Clearly conveying incorporated services removes confusion and uncertainty on required deliverables
Reduced cost of service By automating manual tasks we are able to remove unnecessary cost of services delivered $
Accelerated time to market for new services By creating a governance framework of requirements, we are able to quickly launch new services as well as optimise and expand existing
Sales enablement Standardised collateral and information ensures sales teams are informed and convey services accurately to our clients
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Accelerated pipeline and streamlined sales cycle
Sales cycle reduced with the ability to quote customers accurately and quickly for complex services
$8
Million
Pipeline Generated during 12 week controlled BETA release of services
Clearly Defined Requirements
Accelerates sales cycle and transition of services
$150
Million
Forecast Revenue For associated services during 2015
Client Benefits: Centrica Overview
23 © 2014 CA. All rights reserved.
Reliable services that meet expectations
Clients are able to focus on strategic activity with confidence in BAU services
Reduced cost of service By entrusting Kelway, clients are able to reduce cost by removing resource from time consuming manual tasks
$
Commercial Flexibility The ability to scale services on demand when needed. CAPEX and OPEX options to meet changing business requirements
$
Address demand for innovation Resources are able to be aligned to strategic initiatives and focus effort on future business requirements
Leverage skills and capabilities that aren’t available Clients can quickly access a wide range of world class technology expertise across multiple platforms without the burden of additional headcount
Manage service level performance and user experience By having a centralised and unified view of performance across the environment, user experience can be managed, improved and optimised accordingly
Improved decision making Clients improve decision making thanks to advanced visibility of service, reporting and trends allowing for accurate investment as required
$
24 © 2014 CA. All rights reserved.
Overview
International business active in every stage in the energy chain from sourcing energy to saving it
16.5 million Guests
Largest rough gas storage facility in U.K, meeting 10% of
peak requirements for U.K consumers
Global delivery of a balanced mix of gas and oil production, power generation and energy
trading
British FTSE 100 Listed Company
30 Million Customers and 37,000 employees worldwide
$100 Billion combined gas and power supply commitments
across the group
25 © 2014 CA. All rights reserved.
Requirement and Solution
Combination of multiple services, centrally managed and monitored
Challenges
Remote monitoring, maintenance and incident resolution for VMware environments
Remote monitoring, maintenance and incident resolution of desktop/laptop operating systems
COMPUTE
Secure hosted virtual servers on enterprise class technology
Hosted in Kelway’s UK datacentres
LYNC
Cloud based enterprise collaboration, instant messaging, voice, video and PBX breakout
Virtualisation Platform Management
Private dedicated enterprise email collaboration with email hygiene, archiving and compliance services
Desktop Management
Managing complex requirements throughout challenging locations
Capacity and capability for wide range of technologies
Flexibility to improve current environment and meet future
business objectives
The ability to scale services “on-tap” with a trusted and agile partner
Powerful MSP Partnership: Success and Future Evolution of Services
27 © 2014 CA. All rights reserved.
Service Creation
Combined expertise accelerates the release of services
Discover
Discover
Client Demand, Strategy, Initiatives and Vision
Validation, Insight and Art of What’s Possible
Design
Design
World Leading Technology Specialists
Centre of Excellence
Implement
Implement
Creation and Delivery of Requirements
Navigation and Coordination of Resources
Release
Release
Sales Enablement and Client Provision
Go To Market Support and Service Optimisation
28 © 2014 CA. All rights reserved.
Services powered by experience
UNIFIED INFRASTRUCTURE MANAGEMENT
“Partnering with CA provides our customers with world
leading services and solutions whilst retaining the
ability to remain agile irrespective of the complexity of
challenges encountered”
Andy Eccles – CTO Kelway Ltd
29 © 2014 CA. All rights reserved.
Summary
Key topics
• Kelway Background
• Challenges for diverse MSP’s
• Impact on Service Catalogue
• Efficiencies and Benefits Gained
• CA Partnership and Enablement
Discussed
• Complexity of managed services
• Challenges and Risks Encountered
• Process to simplify offerings
• Accelerated time to market whilst minimising risk
Experiences
• The journey so far in continuing to evolve and improve our service offerings
• The value enabled via a trusted partnership with CA and capabilities of Unified Infrastructure Management
30 © 2014 CA. All rights reserved.
For More Information
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For Informational Purposes Only
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Content provided in this presentation has not been reviewed for accuracy and is based on information provided by CA Partners
and Customers.
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