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Best Practices for Building Partner Managed Services on AWS

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As more and more customers move mission-critical workloads to the cloud, there is increasing demand for Managed Service Providers to help customers migrate and then operate those customer environments on an ongoing basis. This session will describe some of the key considerations for Managed Service Providers operating on AWS.  You will hear from Partners who have learned and adapted their operations to provide high-quality managed services.  And you will learn about the AWS Managed Service Program and how it provides a framework of best practices for Partners to find success in this rapidly expanding space.  Join us if you are a business professional who is interested in expanding into the cloud MSP space, or a technical professional who wants an understanding of the technical best practices from successful cloud MSPs.

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Best Practices for Building Partner Managed Services on AWS

  1. 1. ©2015, Amazon Web Services, Inc. or its affiliates. All rights reserved Best Practices for Building Partner Managed Services on AWS Kelly Hartman, Global Segment Leader, MSPs Kyle Lichtenberg, Solutions Architect
  2. 2. In This Session… • Managed Services: A Change Has Occurred • Best Practices: View from AWS MSPs • AWS: How we are Enabling this Delivery Model
  3. 3. Are Supported by Cloud Operations Enable Ongoing Business Evolution • Help customers reduce their responsibility for managing/operating applications & infrastructure • Focus on continuous improvement Are Proactive in Nature • Proactive Monitoring, Management, Orchestration, & Automation How Does AWS Define Managed Services? • SLAs that clearly define partner obligations to the customer with recourse if not met Are Backed by Contractual Terms • People, processes, & tools to support contractual obligations Business solutions for customers that leverage the benefits of AWS and:
  4. 4. Managed Services Then • Automation of Incident Management Systems Now • Distributed Ops with a Service Oriented Architecture (SOA) • Hardware-Based Solutions – CPE or Provider Owned • Proactive SLAs – Based on Devices Under Management • Centralized Operations – NOC • Capital Outlay or OPEX Costs • Engineering Resources Required Onsite for Complicated Fixes/Equipment Replacement • Engineers Manipulate Software-Defined Infrastructure to Resolve Issues • Automation of Incident Management Systems, Event Correlation, & Fixes • Proactive SLAs – Based on Overall Solution/Application Performance • Software or Cloud-Based Solutions • Utility-Based Costs
  5. 5. What Does This Mean When Building or Evolving to an AWS Managed Service Practice?
  6. 6. Comprehensive Understanding of AWS Services and Features Reset of Roles, Functions, and Processes to Support DevOps You Need to Specialize New Financial Models & Contracts It Means….
  7. 7. Best Practices: View from AWS MSPs
  8. 8. First Audited and Approved MSPs
  9. 9. Joining Us… Jamie Begin RightBrain Networks Spencer Colson Smartronix
  10. 10. Comprehensive Understanding of AWS Services and Features
  11. 11. Compute Amazon Elastic Compute Cloud (Amazon EC2) Amazon Elastic Block Store (Amazon EBS) Elastic Load Balancing (ELB) Networking Amazon Virtual Private Cloud (Amazon VPC) AWS Direct Connect Amazon Route 53 Databases Amazon Relational Database Service (Amazon RDS) Amazon ElastiCache Storage and Content Distribution Amazon Simple Storage Service (Amazon S3) Amazon Glacier Amazon CloudFront AWS Storage Gateway Application Services Amazon Simple Queue Service (Amazon SQS) Amazon Simple Email Service (Amazon SES) Deployment and Management AWS Elastic Beanstalk AWS CloudFormation AWS OpsWorks Administration and Security AWS Directory Service AWS Identity and Access Management (IAM) AWS CloudTrail Amazon CloudWatch AWS Trusted Advisor Mobile Services Amazon Simple Notification Service (SNS)
  12. 12. Reset of Roles, Functions, and Processes to Support DevOps
  13. 13. Reset of Roles, Functions, and Processes to Support DevOps
  14. 14. Specialize
  15. 15. Core Managed Service Capabilities Application Migration & Management Hybrid IT Expertise Custom Application Development for Managed Environments Industry Expertise & Compliance AWS Managed Service Program Business Capability Identifiers Technical Capability Identifiers Data Management Specialist Application Development Specialist Mobile Services Specialist End User Services Specialist Third-Party Capabilities Validation Audit
  16. 16. New Financial Models and Contracts
  17. 17. Lifecycle Approach Discover Plan Migrate Integrate Validate Operate Optimize Traditional MSP AWS MSP
  18. 18. Fixed managed services fee, included AWS spend Pros: • Traditional MSP sales model • Margin found in gained efficiencies Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec TotalMonthlyCost($) AWS Spend Managed Services Fee Cons: • Antithetical to AWS mindset • Unexpected spikes will come out of partner’s pocket
  19. 19. AWS Spend % Uplift Pros: • Easy to explain, easy to sell • Maps to the scaling nature of AWS Cons: • Can result in wildly varying costs not grounded in required support activity • Partner disincentivized to drive down costs Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec TotalMonthlyCost($) AWS Spend Managed Services Fee
  20. 20. Fixed managed services fee, pass-through AWS spend Pros: • Best aligns with customer interests • Predictable revenue stream Cons: • Billing can be complex in resell model • Low margin requires tight management of separation of responsibilities Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec TotalMonthlyCost($) AWS Spend Managed Services Fee
  21. 21. How is AWS Enabling MSPs?
  22. 22. Enterprise Applications Virtual Desktop Sharing & Collaboration Platform Services Analytics Hadoop Real-time Streaming Data Data Warehouse Data Pipelines App Services Queuing & Notifications Workflow App streaming Transcoding Email Search Deployment & Management One-click web app deployment Dev/ops resource management Resource Templates Mobile Services Identity Sync Mobile Analytics Push Notifications Administration & Security Identity Management Access Control Usage Auditing Key Storage Monitoring And Logs Core Services Compute (VMs, Auto Scaling and Load Balancing) Storage (Object, Block and Archival) CDN Databases (Relational, NoSQL, Caching) Networking (VPC, Direct Connect, DNS) Infrastructure Regions Availability Zones Points of Presence
  23. 23. AWS Managed Service Program Validation Checklist
  24. 24. AWS Managed Service Program Requirements & Benefits Eligible for Free AWS Usage Credits for Development Eligible for Free AWS Usage Credits for Customer Proof of Concepts Eligible for FastTrack Funding Package Access to NDA Roadmap Webinars Managed Service Partner Logo Co-Participation at AWS & Industry Events Sales Team Showcase Eligible for Marketing Funds, Programs, & Campaigns Placement in the AWS Partner Directory as an AWS Managed Service Partner Eligible for AWS ProServ Engagements & Workshops Access to MSP Best Practice Guides, Whitepapers, & Resource Library Eligible for Additional AWS Training Subsidies Reduced Price Certification Boot Camp Class and Free Practice Exam Voucher
  25. 25. Get Started Today! Visit the AWS Managed Service Program Webpage & Sign Up for MSP Communications www.aws.amazon.com/partners/managed-service/ Visit the APN Portal “Managed Service Provider” Tab https://www.apn-portal.com/apex/SiteLogin Visit the AWS Training and Certification Center http://aws.amazon.com/certification/
  26. 26. SAN FRANCISCO

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