MANAGED SERVICES - Best Practices for Security Solutions
Greg Dixon, Technology Evangelist, ScanSource, Inc.
The Evolution of IT Services
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)
The Evolution of IT Services
Distributed control
was replaced by
Centralized 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)
The Realities of Business
Commoditization
• The movement of a market from a
differentiated value proposition to
undifferentiated price competition.
Less margin on less hardware
• Smaller deals based on economic pressures
• Commoditized hardware
• Easier to get, use, support
• Some hardware moved to the Cloud
Less margin on cloud software
• Perpetual licensing replaced by monthly
usage model.
www.getstuffcheap.com
Response
Reality ?!
Sell moreto
Services
Old Deal Profile:
New Deal Profile:
Cameras (32) ----- $20k
Server/Stg (4) ---- $12k
Switch (4) ---------- $4k
Cable---------------- $2k
Software (4) ------- $5k
Installation -------- $12k
Annual Service Contract
-------------------------$1k
Total =
$56,000
Cameras ---------- $10k
Server/Stg --------- $0k
Switch (4) ---------- $3k
Cable --------------- $2k
Software ---------- Hosted
Installation -------- $6k
Managed Service Contract
------------------- $??/monthly
Total =
$21,000
$$ - Revenue & Margin
•
Getting Started:
• Carrier Services
Time
• Email Hosting
$$ Now • DR / BU Services$$ Later
Add NEW incremental services
MSP Business Model
Managed 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
MSSP Business Model
Managed 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
MSSP Transformation
Reasons to start:
• 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 wait:
•
•
•
•
Cloud computing may bring a different model.
Unconvinced about cloud computing.
Unsure of the ROI
Concerned over near-term cash flow
“The longterm lifeline
for much of
today’s IT
channel.”
CompTIA
MSSP Transformation
How to start:
• 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
VAR     MSSP
• 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
MSSP Transformation
Tools you may need:
• 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
Managed Services for Security Solutions
Managed Security &
Video Surveillance
Managed Services for IT
Network Management
Mobile Device
Management
Desktop Management
Mobile Device Management
Email / Intranet / Internet
Help Desk / Problem Management
Wireless Network
Management
Server/Storage Management
Security Policy Management
Payment Gateways
IT Asset Management
Application/Database Management
Backup/Restore/Disaster Recovery
Managed Services for Security Solutions
Managed Security &
Video Surveillance
•
•
•
•
•
•
White Box solution – Your Brand
Loss of video from a camera
Bandwidth Management
Storage Management
Multi-site consolidation
Periodic Security Assessment
and Adjustments
Managed Services for Security Solutions
Wireless Network
Management
• Access Point setup and
initial configuration
• Monitoring and reconfiguration
• Manage security of wireless
network
• Manage network by zones
and VLANs
• Manage bandwidth issues
and
over-subscription
Motorola
WaaS
Ruckus
ZoneDirector
Remote
Managed Services for Security Solutions
Mobile Device
Management
• 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
SOTI MobiControl
Mobility
• Opportunities for new
solutions
• Opportunities for new
services
• WLAN & MDM / MAM
• Opportunities for the
next gen customers
• Expectation of unlimited
mobility, storage and
flexibility.
Tyco
Pulse
Thank You