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


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 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


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

?


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


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


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


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


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


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

$


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


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

MAIL

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


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


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


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


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This presentation provided at CA World 2014 is intended for information purposes only and does not form any type of warranty.

Content provided in this presentation has not been reviewed for accuracy and is based on information provided by CA Partners

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How Kelway Evolved Its Managed Services Practice with CA Unified Infrastructure Management

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