APPSBROKER SERVICES
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CONTENTS
1.0 INTRODUCTION
2.0 ABOUT APPSBROKER
3.0 DISCOVERY4.0 GOOGLE APPS DEPLOYMENT
5.0 SERVICES: CHANGE, TRAINING AND SERVICE MANAGEMENT
6.0 GOOGLE SEARCH APPLIANCE DEPLOYMENTS
7.0 INTEGRATION AND PLATFORM DEVELOPMENT
8.0 PROJECT GOVERNANCE
9.0 PRODUCT SUPPLYGoogle Apps for Business
Google Message Security
Google Message Discovery
Google Message Continuity
Google Search Appliance
Google Chromebook
Google App Engine
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1.0
INTRODUCTION
The Appsbroker Google Practice was set up in February 2006 to help the business community to exploit the
emerging “cloud computing” opportunity. Appsbroker is recognised in the Google Enterprise community as
having more implementation experience than any other Enterprise Partner in EMEA. Appsbroker is one of only
five Tier One Managed Google Enterprise Partners in the UK.
To date we have been intimately involved in the deployment of 20,000+ seats and have resolved 8,000+
support calls. The areas in which we are able to offer accredited deployment services relate to Google Apps,
Google Enterprise Search, Google Security & Compliance (Postini), Google Maps and Google Platform.
We have a proven track record and to date we have managed the deployment of these services for Menzies
Aviation plc, Jaguar Landrover, DEFRA, NPIA, Screwfix, United Biscuits, Olive Group, Somerset CC, Which,
BUPA and BBH.
We have 10 Google consultants and an extensive eco-system Google and Lotus partners that we have built
since our incorporation 5 years ago. Our consultants are pivotal to many of Google’s largest customers and
prospects providing us unparalleled access for our customers to Google’s Technical Account Management and
Trusted Tester Programmes.
2.0
ABOUT APPSBROKER
Our Expertise
Appsbroker is a boutique system integrator with a specialist knowledge of managing the transition of
companies keen to embrace Google Enterprise. We work both with customers directly and large system
integrators. We are a Google-sponsored competency centre with five years in-depth experience in the selling
and deploying of Google applications, solutions and services to the business, government, education and
charity sectors.
Our accredited consultants are able to offer high quality and readily accessible consultancy. We can deliver
any training, consultancy and engineering expertise remotely – that means that we are able to provide quicker,
more cost effective and flexible support ensuring a faster response to queries or requests for help.
We can, of course and do frequently, work on site as required in order to provide you with a best of breed
approach to your Google deployment. We will tailor our service provision to your needs - we will work with your
team with a view to ensuring that we cover the areas that you deem are beyond your immediate competence.
Our intent is to ensure that you are able to manage a successful deployment, guided by our technicians as
necessary. The net effect is that not only are you able to manage and control every aspect of the deployment
but also that you are able to develop your own in-house corpus of knowledge and expertise
Our Experience
To date we have been intimately involved in the deployment of 25,000+ seats and have resolved 8,000+
support calls. The areas in which we are able to offer accredited deployment services relate to Google Apps,
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Google Enterprise Search and Google Security & Compliance (Postini). According to Google we currently hold
more Google Apps Accreditation than any other Partner in the UK
We have a proven track record and to date we have managed the deployment of these services for Menzies
Aviation plc, Jaguar Landrover, DEFRA, NPIA, Sports Direct plc, Somerset & Kent CC, Ladbrokes, Olive
Group, Which, BUPA and BBH.
Our Services
Appsbroker is a leading Google Enterprise Partner. Our knowledge of Google’s inner workings, combined with
our unmatched experience in deployment which makes us an invaluable resource for you the customer.
We deliver projects based on Google’s best practices, but where needed we have the capability to operate a
bespoke and flexible service model to ensure all stages of your deployment, from initial engagement through to
deployment and beyond, are successfully delivered in partnership. We will work closely with your business,
dove-tailing our expertise with your knowledge of your systems and process. Our aim is to help you to become
self-sufficient. We will guide you through the process whilst ensuring a transfer of our “know-how” to your
technical team.
The cost of the professional services required for your deployment depend on a number of variable factors
including; the number of users to be deployed, the specific requirements of your deployment including the
services you wish to implement as well as your own in-house expertise. The cost of professional services has
been illustrated in the SFIA Definitions and Rate Card.
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3.0
DISCOVERY
The discovery phase is the collaboration workshop which covers 4 areas, Business value (why?), Technical
solution (What?), Deployment (How & When?), People (who?)
Appsbroker consultants by exploring these 4 areas in detail within the discovery workshop, they will very
quickly understand the impact on the business from each defining and agreeing a compelling event for change
Mapping out how the transformation will impact the business from Technical pain through consequential pain
to key business requirements .
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Business Value - The Appsbroker team will gather all information related to the business challenge,
recommend the solution which will address and define key business requirements. Key areas of
coverage will be strategic importance and impact, timescales and business rhythm, decision making
process.
Technical Solution - Our technical consultants will define the proposed technical environment and
establish very quickly gaps within the customers existing solution, impact on current processes, and
technical risk. Identifying tactical and consequential pains and very quickly determine It Strategy &
cloud readiness. At this stage bespoke customisations might also be required to support the
smoothness of the transition to the cloud.
Deployment - Appsbroker in conjunction with the customer will build a road-map, a detailed plan
covering all steps and dates up until the prospect is fully deployed. At this stage we will encourage the
customer to confirm who the Change management and deployment team are. We will also evaluate
and determine the success criteria, whether the deployment will be phased, eg early adopter.
People - This workshop will outline the people involved and effected by the project. We will help map
out the formal and informal decision makers and stakeholders. Ultimately by the end of this meeting we
will have resulted Executive sponsorship, an influence map,e.g looking at the different line of business
within a customers organisation, which ones are most likely to be affected by change? Who else is
involved in the decision making process.
4.0 GOOGLE APPS DEPLOYMENT
Organisations considering a move to the Google Mail and Google App platform will have existing email
accounts, data and other mail-related configuration and settings. To make a smooth transition to the Gmail
and Google Apps platform, it is important to ensure you replicate the data and settings that are essential to the
organisation, while at the same time abandoning redundant information that is clogging up the organisation.
Appsbroker can help by auditing your current environment and by determining the optimum strategy to meet
your needs, minimise costs and achieve rapid deployment. Our own experts will work with your technical
teams to ensure the migration runs as smoothly as possible.
We can help you decide how much of your legacy infrastructure – e.g Microsoft, IBM Lotus etc – you require to
keep your business operations running without a hitch. Some are ready at go to 100% Web, and we are able
to help them migrate their key line of business applications on to the Google platform. Appsbroker's
consultants are trained by Google and follow Google’s own deployment best practice planning when designing
your migration to Google Apps.
Our approach follows four key phases, which offers a tried and tested route to success:
● Plan – in this initial phase, we agree the scope of the project and the approach we intend to take to
deployment, including the technical changes, the change management needed & the project’s timeline.
● Pilot – to ensure the pilot is a success, we build the pilot exactly as agreed in the technical approach to
guarantee that we fully test all the necessary aspects of the service, including links to a Single Sign-On
service and internal LDAP user directories. Essentially, the pilot determines our key learnings on how
Google Apps will fit into your organisation, while enabling us to identify any likely technical challenges,
and test the change management procedures. In the pilot phase, it is also necessary to involve some
key ‘early adopters’ to help drive excitement about the planned changes.
● Re-plan – with the pilot completed, it is possible to take stock and identify any necessary changes to
the plan. These might include adjusting the amount of data to be migrated and understanding how
users respond to the training and support provided by the change management team.
● Deployment - in the deployment phase, all lessons learned from the pilot and the re-planning are put
into practice, while users' data is migrated to Google Apps. At this time, Appsbroker provides critical onsite support and floor walkers throughout the transition to maximise your return on investment. During
deployment, the solution is transitioned to a live service with appropriate support desk services
enabled.
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5.0 SERVICES: CHANGE, TRAINING AND SERVICE MANAGEMENT
Appsbroker offers the following resource / services in support of change management initiatives relating to
Google Apps deployments.
They are also experienced in developing and executing a full change management plan - including:
○ Readiness planning / user impact assessment
○ Comms planning and delivery
○ Training needs analysis, design, delivery, evaluation
○ Go-live and post go-live support
Our Change managers have extensive experience in executing change management projects across multiple
countries.
Our Change Management services are summarised as follows:
Remote Services
● Helpdesk. To date, we have resolved over 8,000 support calls providing us with unrivalled experience
of Google Apps in enterprise.
● Site. We are able to deploy the “Going Google” site template tailored to reflect the look and feel of
client branding (eg Ladbrokes, Screwfix, Bartle Bogle Hegarty). In addition we have developed a
simplified and more visual version specifically for end users.
On-Site Services
● Floorwalking. During the last year Appsbroker has gained invaluable experience of operating on-site.
Our best practice model is based upon experience of floorwalking at Jaguar Landrover, Ladbrokes,
Screwfix and Bartle Bogle Hegarty. We have discovered that this face-to face contact with end-users is
critical to the success of a deployment. Our floorwalkers are the face of what could otherwise be viewed
by the end user as another “imposed faceless IT project”. This facet of our practice dovetails with our
on-site training capability. View feedback gleaned from the Ladbrokes deployment.
● Training. We have delivered on-site training both in the classroom (chalk and board or teacher led) but
also 1-2-1 as desktop - the latter has been particularly utilised in the deployment of senior executives.
To date training has been tailored to the specific user group and client requirement. Experience has
shown that although it is good to have templated lessons plans there must be flexibility to tailor
depending on user profile.
● Change Management. Appsbroker is able to share its wealth of experience gleaned from recent
deployments. Google estimate that 40% of the effort of moving to Google Apps should be expended in
this arena. We are able to offer insights to the change process as well as tools for facilitating change.
● Events. An important part of Appsbroker’s overall strategy of raising the profile of the Google cloud
opportunity for companies is the delivery, in collaboration with the Google Enterprise team, of “Going
Google” events. The draw of the Google brand and offering combined with our depth of expertise
makes these events very attractive.
Additional resources. Appsbroker will also build an additional resources microsite to support users in the
adoption and leverage of Google Apps. Our experience ensures we flatten the change curve and increase your
return on investment.
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Appsbroker will help you achieve the right result for your organisation. For example, we can manage the whole
change management workstream for you, work in conjunction with your in-house teams, or even train you to
do it yourselves. Whatever works for you. Our Change Management approach mirrors Google’s best practice;
structured, tailored training based the customer needs.
Service Management
Once you have rolled out Google Apps and any other Google services, Appsbroker can provide you with all
necessary support and maintenance.
Google Apps comes with high availability, 99.9% (99.984% in 2010), as standard, if there is any stability issue
it normally means a minor configuration is necessary within the application interfaces your organisation has
with Google. These are easily made with the help of Appsbroker’s deployment specialists who man our inhouse, UK-based support desk. Our team is Google and ITIL-trained and we can support all elements of your
services, including but not limited to:
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Integration with Single Sign On
Google Apps Directory Sync (GADS) and integration with your LDAP
Google Apps Secure Data connector
Joiners/Leavers services
First and Second line Helpdesk support - First Time Fix rate above 85% and over the past 2 years have
resolved thousands of calls for all parts of the Google Enterprise Stack, Postini, Google Apps and
Google Search. Our escalation to Google is less than 2% and we have managed some of the UK’s
largest and most complex accounts.
6.0 GOOGLE SEARCH APPLIANCE DEPLOYMENTS
The Google Search Appliance (GSA) is the solution to searching the complex content systems of large
organisation. The GSA has the capacity to search billions of documents and provides fast, relevant search for
your intranet or website. An on-premise, easy-to-deploy solution, the GSA provides your organisation with high
relevancy straight away, can be customised to meet your specific needs and scales easily as your content
grows. It enables search across websites, intranets, portals, fileshares, content management systems and
business applications to deliver true ‘universal search’ for your organisation.
Google Search Appliance has now added key new features around search quality, access control and
connectivity. So whether you own a small business with a few thousand docs or belong to a huge organisation
with a billion, the GSA can search them all, even if the content you need lives in a bunch of different
departments or locations, in all kinds of formats, languages and repositories. It also has helpful features like
user-added results and query suggestions, so over time your co-workers' input improves search results.
In summary, the GSA makes searching within your organisation as simple as searching on Google.com,
saving many employee hours spent looking for data — letting you focus on the actual work to be done.
Discovery and Selection. Research by IDC has found that corporate employees can spend up to 9.5 hours a
week looking for information and a further three hours replicating information that already exists ( Source: IDC,
“The Hidden Costs of Information Work”). IDC also found that a Google Search Appliance (GSA) will pay for itself
within months, providing a fast relevant search for an organisation’s intranet or website. As an on-premise,
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easy to deploy solution, GSA provides immediate high relevancy and can be customised to meet your
organisation bespoke requirements.
Planning and Implementation. Appsbroker is a specialist in Google Search and we can work closely with
your business to help you become self-sufficient, guiding you through the installation process. To help you
properly evaluate the GSA, we can also offer you a two week Data Discovery Programme involving the
crawling and indexing of specified data using one of Appsbroker’s GSAs. After this programme, one of our
Google Certified Professionals will complete the configuration to ensure that you are maximising its value.
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INTEGRATION AND PLATFORM DEVELOPMENT
Appsbroker has an in house Development and Integration department focusing on Google and Amazon’s
extensive suite of cloud services. Appsbroker’s services for Development and Integration include:
Google Apps Integration / Development
Appsbroker can craft unique solutions, migration tools and custom macros blending the Google Apps
technologies to the business requirements by utilising API’s (Application Programming Interface, which allows
programmatic control of all functions).
Google App Engine (GAE). GAE is Google’s Platform As A Service (PAAS) offering. GAE is able to host Web
Applications that have been developed in Java, Python or JVM containers on Google’s distributed, resilient,
scalable global infrastructure. For storing and accessing persistent data, Google offers two (2) styles of cloud
accessible backend datastores:
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A traditional SQL relational database based on MySQL - Google Cloud SQL.
A scalable noSQL style database which Google has optimised for massive scalable style applications Google Datastore. Google uses the noSQL technology to power Google search where rapid return of
results from massive datasets is critical to the Google search experience users have grown used to.
Both types of database are hosted on Google’s infrastructure and benefit from the same distributed,
resilient scalable infrastructure mentioned above for the PAAS offering.
Appsbroker can provide a development / integration capability to engineer custom Web Applications using
these technologies. A typical project might use the following blend of technologies:
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Google App Engine hosting.
Integrations with Google Apps (accessing Calendar, Mail and User/Group provisioning)
Model - Google datastore (Google datastore or Cloud SQL).
View - Client side HTML, CSS, Javascript, JQuery, GWT and AJAX.
Controller - Server side JSP, Servlets, Python, Django, Guice.
Access to external web services for Integrations with third party applications. Salesforce, Netsuite,
Amazon EC2 etc.
Google Secure Data Connector - RESTful access to web services inside a corporate firewall.
Exposing developed functions to users as RESTful web services.
Secure HTTPS access to developed application using Federated single sign on and OAuth2 protocols.
Notes: Applications are crafted to handle growth requirements using Google’s unique infrastructure and APIs.
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It is guaranteed that an application that works smoothly for 10 users will work smoothly for 10000 users. caveat noSQL datastore employed.
Google Maps and Google Earth - 2D and 3D map visualisation technologies from Google. Viewable via
private on-premise solutions or via an on demand Cloud based service. Appsbroker can craft applications for
Dealer locator style websites, asset tracking, data vs Geographical mapping (i.e regional sales data).
Amazon EC2 - In contrast to Google’s PAAS and Google Apps offering, Amazon specialises in Infrastructure
As A Service (IAAS). Appsbroker can offer the following services for customers wishing to use Amazon’s EC2
service:
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RedHat Enterprise platform builds
JBoss application server deployments
Ubuntu and Fedora platform builds
mysql and Postgresql database builds
Microsoft Windows platform builds via third party
Automated builds for rapid deployments
Clustering, load balancing, tiering
Backups, monitoring, storage, firewalls, routing
Migrations from on-premise to Amazon EC2
VPN connectivity from on-premise to Amazon EC2
Ping Federate software builds to allow SSO
Appsbroker can craft Web applications as per the typical application in the Google description above to run on
Amazon’s EC2 cloud infrastructure. A full stack offering from the deployment of the operating system through
to the final deployed application covered under SLA can be quoted for on either Google or Amazon’s cloud
infrastructure.
8.0 PROJECT GOVERNANCE
Appsbroker offers the following resource / services in support of project governance relating to Google Apps
deployments. Our Project Managers are certified PRINCE2 Practitioners with 10 years plus of successful
project delivery track records.
Appsbroker follow a standard model of Phase 1 Deployment which is an authentic miniature of the full
deployment meaning that all learning and content can be honed and re-purposed during full-deployment. A
lightweight method of planning and tracking risks and issues based on Prince2 and Google Deployment best
practice is used to provide sufficient monitoring and control without adding unnecessary cost and delay.
Keys skills, services our project managers provide:
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Production of plans to take customers from the current state to the desired solution
Execution of Deployment planning, resource training to ensure that deployment projects are properly
staffed
Development and management of processes, metrics and reporting instruments to ensure project
success and consistent communication and status reporting across all stakeholders
Continuous tracking and escalation of deployment issues, functional and technical, to assure timely
resolution by appropriate internal and external (customer) resources
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Effective Dependency management and management of risks and issues and mitigating actions to
ensure that the project remains on track
Excellent leadership, people management, planning and organisational skills
Thorough knowledge of project and change management Google, Prince 2 methodologies and tools
from start-up through to governance arrangements and implementation
Our Project Managers are confident, articulate with good interpersonal skills
Consistently meets deadlines whilst working under pressure whilst ensuring quality of delivery is
maintained in a controlled project environment.
Team players who are both supportive and helpful
Inspires confidence, openness and collaboration
Flexible, logical and analytical approach to problem solving
Experienced with a wide range of Planning tools, e.g MSP, SmartSheet, Google Spreadsheets
Astute business acumen and commercial awareness.
PRODUCT SUPPLY
Google Apps for Business
Google Apps offers simple, powerful communication and collaboration tools for businesses that increase productivity while
reducing your costs – all hosted by Google on secure, reliable infrastructure
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24/7 email and phone support
99.9% uptime guarantee
SAS 70 Type II certification
Integrated into your existing infrastructure
Google Apps allows your employees to effectively work together in real-time on shared documents and sites. This enables
collaboration, making your employees more productive and helps to foster innovation. According to a recent Forrester
report the total ROI of deploying Google Apps is more than 300%.
With Google Apps your employees can:
● Access their content anywhere, anytime - laptop, desktop, home, work, mobile, online, offline etc
● Work together on Google Docs in real-time without the hassle of multiple versions or attachments
● Easily create team or project Sites without the need for IT support, improving information sharing within your
business
● Have complete control - each piece of content can be as private or public as necessary
World-class security and reliability - Google Apps is designed to provide you with a secure and reliable platform for
your data, bringing you the latest technologies and industry best practices for data centre management, network
application security and data integrity.
Security - Google’s facilities are protected around the clock and have a dedicated security operations team who focus
specifically on maintaining the security of our environment. The controls, processes and policies that protect these data
have successfully completed a SAS 70 Type II audit.
Reliability - Google Apps comes with a 99.9% guaranteed uptime SLA that includes no planned downtime, so your
employees are more productive and so you can worry less about system downtime. Multi-homed application architecture
prevents scheduled downtime and automatic disaster recovery means that you can be sure that your data is accessible
when you need it. In 2010, Gmail uptime was 99.984%.
Because Google Apps is provided entirely over the Internet, the total cost of ownership is dramatically lower than for
others solutions. According to Forrester Research Google Apps costs less than 1/3rd as much as competing solutions.
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Additionally, Google does not require client software to be installed on end-user machines, greatly reducing costs and
simplifying management and updates.
Google Message Security
Google's patented real-time, pass through architecture blocks email-borne threats - like spam and viruses - reducing
downtime and on-site complexity.
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Keep networks safe - Stop spam, viruses, phishing, denial of service, directory harvest attacks, and other
attacks before they reach your network without message loss or disruptions to email service.
Meet compliance needs - Define email usage policies in your organization to ensure compliance with legislation
and best practices. Apply different policies to groups or individuals based on role. Easily adapt to policy changes
through a simple policy management interface.
Protect sensitive data during transmission - Protect sensitive messages such as financial data and personal
content by using industry-standard SSL or TLS protocols.
Guaranteed availability and delivery - Google delivers 99.999% availability for message processing and 100%
virus protection SLAs at global scale, securely filtering and delivering billions of transactions each day.
Rapid deployment, easy maintenance - Google Message Security works with your existing email system, with
no need to add hardware or software. Updates arrive automatically, without downtime or additional costs.
Google Message Discovery
Capture and index all of your organisation's email and attachments in one centralised, searchable repository.
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Store email for as long as you need it - Safely preserve email in Google's highly secure data centers, ensuring
a reliable & redundant off-site backup. Apply retention rules to comply with your organization's policies and apply
message holds to preserve specific emails when required.
Locate email quickly - Search your archives on-demand by date range, sender, recipient, subject, content, or a
range of other parameters. Export search results in MBOX or PST formats.
Benefit from cloud scalability - Store virtually unlimited amounts of email without adding any additional
hardware.
Make your email more secure - Google Message Discovery includes all of the security features of Google
Message Security, including anti-spam and anti-virus filters, content policies and encryption.
Rapid deployment, easy maintenance - Google Message Discovery doesn't require any hardware installation
and is managed through a simple web interface. Services are SAS 70 Type II audited and monitored by Google
around the clock.
Google Message Continuity
A hosted continuity solution for your on-premise email server. Ensure rapid email failover in the event of a server outage
with complete and constant email replication - all accessible at any time through Gmail.
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Maximize email availability - Continuous and automatic synchronisation with Gmail means that if your onpremise server is down, you can still send and receive up-to-date emails, schedule meetings through Calendar,
and stay in touch with all of your contacts.
Back up your data - With 25 GB of storage for each Gmail account, there's no limit on how long your data is
backed-up. If your server experiences an outage, your data remains protected and accessible in the cloud.
Make your email more secure - Google Message Continuity includes all the security features of Google
Message Security, including anti-spam and anti-virus filters, content policies, and encryption.
Rapid deployment, easy maintenance - Google Message Continuity doesn't require any hardware installation
and is managed through a simple web interface. Services are SAS 70 Type II audited and monitored by Google
around the clock.
Google Search Appliance
The Google Search Appliance (GSA) provides fast, relevant search for your intranet or website. An on-premise, easy-todeploy solution, the GSA provides your organisation with high relevancy right out of the box, can be customised to meet
your specific needs, and scales easily as your content grows.
Google Search Appliance builds on its scalable architecture and adds key new features around search quality, access
control and connectivity.
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Intranet - Search across websites, intranets, portals, file shares, content management systems, and business
applications to deliver true "universal" search for your organization.
Website - Convert your website visitors into satisfied customers by delivering the information they need to
facilitate purchase decisions, streamline support, and engage fully with your online brand.
Google Chromebook
Chromebooks boot in 8 seconds, and resume instantly. With Chrome Instant built in, web pages that you frequently visit
will begin loading as soon as you start typing the URL. Chromebooks also use prerendering technology to load websites
faster - for example, with Instant Pages in Google search, certain search results appear to load almost instantly.
No blue screens or maintenance. The Chromebook just keeps getting better.
Simple means doing more with your Chromebook. The Omnibox at the top doubles as both an address and search bar.
The New Tab page makes it easy to visit apps, bookmarks, and most visited site. Additionally, Chromebooks
automatically update when you turn them on: all of your apps stay up-to-date, and you get the latest version of the
operating system without having to think about it.
Chromebooks run the first consumer operating system designed from the ground up to defend against the ongoing threat
of malware and viruses. Chromebooks use the principle of “defense in depth” to provide multiple layers of protection,
including sandboxing, data encryption, and verified boot. With web storage, your email, photos, documents, and data are
stored in the cloud, even if you lose your Chromebook. Multiple logins and Guest Mode allow you to share your
Chromebook securely with friends.
Google App Engine
Google App Engine lets you run web applications on Google's infrastructure. App Engine applications are easy to build,
easy to maintain, and easy to scale as your traffic and data storage needs grow. With App Engine, there are no servers to
maintain: You just upload your application, and it's ready to serve your users.
With App Engine, you only pay for what you use. There are no set-up costs and no recurring fees. The resources your
application uses, such as storage and bandwidth, are measured by the gigabyte, and billed at competitive rates. You
control the maximum amounts of resources your app can consume, so it always stays within your budget.
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