IT Services Qualifying & COP Form Training. April 2011

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1 IT Services Qualifying & COP Form Training April

2 Agenda Purpose for the COP Form & How it Should Be Used Customer Opportunity Profile (COP) Form Identifying Virtualization Opportunities Identifying Managed Security Opportunities Identifying Secure Opportunities Appendix: Service Description, Features & Benefits 2

3 How should the COP Form be used? Purpose of the COP form: to provide the needed information so the ITSC can design & quote the IT Services solution Probe for an IT Services Opportunity Engage your SE and qualify the IT Services Opportunity Fill out the Customer Opportunity (COP) Form with SE Send COP form to ITSC will design & quote the solution. The solution will be reviewed with SE/AE Solution is proposed to customer with ITSC, AE and SE 3

4 COP Form Page 1 4

5 COP Form Page 2 5

6 COP Form Page 3 6

7 How Much IT Risk do you have? Potential for managed security services Cut Back on Maintenance? Delay Technology Refresh? Potential for Virtualization Do More with Same or Less Resources? Reduce Capital Expenditure? Potential for Hosted Secure & Virtualization Potential for Virtualization & Managed Security 7

8 Company Information on COP Form The first section of the COP form is company information 8

9 Current Environment on COP Form This information should be completed by the SE. It is required to help understand the customer s current computing platform and connectivity. 9

10 Virtualization Probing & Qualifying Questions 10

11 Identifying Cloud Opportunities What applications are you running? , file servers, SQL, QuickBooks, CRM and other applications Probe for upgrade or capacity increase... Are you running Exchange 2003 or Windows 2003? Do you have platforms that you need to upgrade? Do you need more computing and/or storage capacity for your existing applications? 11

12 Identifying Cloud Opportunities If customer needs upgrade or increased capacity... EarthLink can provide more functionality by upgrading your server in the cloud. Customer would not need to invest in additional capital for hardware & software licenses. In addition, the virtual server can be configured within days versus weeks or months. Otherwise, ask where are you running your applications? If applications are running within their office locations: opportunity to offer back up in our virtual data centers. If applications are running in an offsite data center, still an opportunity to offer back up in our virtual data center. 12

13 Identifying Cloud Opportunities Where are you backing up your data? On your premise or off site. Is it tape backup? If backup is on site... We can provide a full mirror of your current working client hardware environment or your critical applications through SAN replication in our highly secure SAS 70 Type II data centers. 13

14 Identifying Cloud Opportunities If back up is off site... We can replicate your environment to one of our data centers. In addition, probe to see if their environment is virtualized. Or probe to see if the customer requires remote access applications. If backup is to tape... With EarthLink backup services, we provide you with an environment that can be instantaneously on line and provide easier access to recovered data versus tape backups. We backup to a SAN environment which means your data is fully replicated across 48 disks. 14

15 Identifying Cloud Opportunities Are you virtualized? If you are virtualized with VMWare environment, then you can easily extend your VMWare environment to the cloud, with our Cloud Hosting service. If not, probe to see if they may be a candidate for virtualization. Also probe for back up of their non virtualized environment to our SAS 70 Type II data centers. Do you need to augment computing for test or development environment? If yes, with EarthLink Cloud Hosting you have the computing capacity you need quickly. You only pay for the capacity you need as long as you need it. No contracts. If no, probe for computing storage needs. 15

16 Identifying Cloud Opportunities Do you need more storage? If yes, with EarthLink Cloud Hosting you would be able to have access to additional computing storage capacity you need quickly. You only pay for the capacity you need. No contracts. If no, probe for changing computing capacity needs. Do you have changing computing requirements? If yes, with EarthLink Cloud Hosting, as your business requirements change, we can quickly provide you as much or as little virtualized computing resources as you need. You pay for the computing capacity you require. If no, probe for remote access 16

17 Identifying Cloud Opportunities Do you enable remote access to your applications? If yes, there may be an opportunity to move these applications to the cloud. Provide benefits for why running an application in the cloud is beneficial for the customer. See below. EarthLink s Cloud Hosting provides redundant, highly secure computing infrastructure... With the EarthLink Cloud, your applications are hosted in a secure SAS 70 Type II data center with redundant infrastructure including UPS, power generators, cooling, internet access from multiple network providers and fiber carriers. 17

18 Identifying Cloud Opportunities EarthLink s Cloud Hosting reduces your cost for computing environment... Let EarthLink manage and maintain your applications in the cloud. Running your applications in the EarthLink Cloud, enables you to reduce the need/cost for local hardware, maintenance costs and onsite IT technician costs. EarthLink s Cloud Hosting provides you high availability & performance... With EarthLink s Cloud Hosting, you can be assured that your business applications are running 24x7, with the performance you need. The EarthLink Cloud is equipped with redundant firewalls and configured with highly reliable server environment. This environment is backed up nightly to SAN & fully replicated to SAS 70 Type II data center. 18

19 Virtualization & Data Center Services Based on the probing questions, determine if there is an opportunity for cloud hosting, disaster recovery(backup or storage) and/or webhosting Determine if customer is looking for colocation or customer may want to utilize colocation as a disaster recovery option. 19

20 Managed Security Probing & Qualifying Questions 20

21 Identifying Managed Firewall Do you have your internet access from a central location or does each location have internet access? If internet access is at multiple locations, the IT staff will need to maintain multiple firewalls and consistently enforce the security policies across all these firewalls. We offer different managed firewall options that will be best for internet access that is centralized versus distributed. 21

22 Identifying Managed Firewall Do you have a firewall? How old is it? Or how are you protecting against new threats from the internet (web browsing & )? A firewall is essential to doing business on the internet. If you do have a firewall, who monitors it and are there people that can ensure that the firewall is effectively protecting your corporate data. If it is older than 3 years, it may not be as effective in preventing current threats and attacks to your corporate environment. Who monitors your firewall? And much time is spent to ensure the firewall is running properly? If on staff IT do you have the time and expertise to ensure that your firewall policies are tested to ensure effectiveness? If they don t feel there is sufficient staff or they don t have expertise in managing their firewall or they don t have a firewall, an opportunity exists 22

23 Identifying Managed Firewall Do you have separate appliances for web content filtering, intrusion prevention (IPS), and antivirus/antispam (AV/AS) at your corporate internet perimeter? If yes, this is an opportunity for Managed Firewall. Managed Firewall (FW) is a single appliance that includes AV/AS, web content filtering & IPS. Managed Firewall options are premise, network or data center managed firewalls. Or if one of the devices is end of life, with Managed Firewall, we can turn on only the feature that is needed, ie content filtering or IPS or all the features. If no, customer already has a single appliance/device that handles all the firewall functions. Then probe for... Do you have a business continuity or disaster recovery plan should the office be unavailable or unreachable? Offer Remote Data Protection. 23

24 Identifying which Managed Firewall Customer with ELNK MPLS and 20+ locations and interested in centralized internet access, position Hosted Network Firewall service. Data Center Managed Firewall for customers purchasing any of our hosting services. ITSC will help you determine if customer needs shared or dedicated managed firewall service Customer Premise Based Managed Firewall, for customers that have multiple locations, branch locations or their own data center where they would need a firewall at their premise. any business that stores or processes credit cards will need to keep this environment behind their firewall ( so opportunity for premise based managed firewall). we can also manage almost any customer owned firewall at their location. Proprietary and Confidential 24

25 Identifying Secure Remote Access Do you have users that need to access corporate resources while traveling or when working remotely? If yes, secure remote access provides authenticated, encrypted, access to corporate LAN/WAN via the public Internet. If no, probe for other services such as Laptop Security. How do you protect your corporate environment from threats from your remote users? Our solution can ensure remote devices are in compliance with your security policies for the latest AV signatures and web content filtering. 25

26 Identifying Asset Management How many users do you have? How many dedicated IT staff? If the IT staff is managing so many devices they can t keep track of them all, this would indicate a need for Asset Management (AM). AM is a tool to audit and inventory all the devices & software. Basic level is self service, for your IT staff to use, or you can offload this activity for ELNK to manage. How and when do you implement vulnerability and system software patches? With Asset Management, you can schedule patches during off work hours and push these patches to all the devices. 26

27 Identifying Asset Management When you implemented these patches, has the patch impacted production? Have you had to roll back a patch? If a patch has been implemented in production, a roll back can easily be done from a central console with Asset Management Are users complaining about slow performance? With Asset Management, you can pull a disk utilization report to identify the amount of CPU & disk space per device to determine which devices need technology refresh or upgrades. If no, see next page. 27

28 Identifying Asset Management Do you know if any workstations or laptops contain unlicensed or unapproved software? How do you keep track? If you do not know what you have on your workstations & laptops, Asset Management will enable you to easily audit all devices and track all software and its associated versions. This will enable you to ensure compliance. If yes, probe for other services. 28

29 Remote Data Protection If your workstations or servers have a hard drive failure, how do you recover the data? If you have an existing backup solution, have you tested it? Do your end users have ability to recover their own data? Remote Data Protection allows end users to recover their own data easily through the customer portal. If your office or data center was destroyed in a natural disaster, how long would it take to recover? If you have it all covered, have you tested your back up solution? If no, Remote Data Protection is key piece of your disaster recovery plan in addition to virtualization. If yes, how about your individual laptops? If one of your senior executives loses his/her corporate laptop, how would it impact the business? Has he/she backed up their data? Would you be able to find these files? Remote Data Protection, provides backup for servers, desktops and laptops. Data is backed up via the Internet and is encrypted and stored in a remote data center for easy access should a device be stolen or lost. 29

30 Identifying Laptop Security What is stored on corporate laptops? Customer contracts, customer billing information, HR lists, passwords? If you have proprietary and confidential information on corporate laptops, Laptop Security can protect that information should that laptop be lost or stolen. Remotely wipe the hard drive clean When a laptop is reported lost or stolen and it has the Laptop Security service, the hard drive will be wiped clean as soon as the device connects to the Internet. This will render the laptop useless. Even if it is not connected to the internet... If the laptop does not log in after a specified time, the hard drive is programmed to be wiped clean. The specified time is determined by your corporate policy. Encrypted hard drive... As an added measure, the data on the hard drive is encrypted, so should this device get into the wrong hands, the data will be unreadable. 30

31 Identifying Laptop Security What regulations do you need to comply with? If customer is regulated by HIPAA, GLBA, SOX and an employee loses his corporate laptop, it is critical that corporate data needs to be destroyed so data cannot be accessed. This can be done with Laptop Security. Do you have an Acceptable Use Policy (AUP)? If yes, how do you enforce your AUP? If no, highly recommend an AUP be created to protect corporate assets and assure compliance. Enforce AUP for remote devices With Laptop Security, you can enforce your AUP even when users are working remotely. 31

32 Managed Security on COP Form Check page 24 determine which manage firewall customer is looking for ( if you don t know Share or Dedicated Data Center firewall, leave it blank) Intrusion Detection & Prevention as well as Content Filtering are features with Managed Firewall, but can also be sold as stand alone service security services such as AV/AS, archive, and encryption can also be sold as a stand alone service(s) if customer is happy with their existing platform, but need additional security. 32

33 Secure Hosting Probing & Qualifying Questions 33

34 Customer Profile for Hosted Businesses with > 15 users and less than users, are potential candidates for Shared Hosted Exchange Businesses with >75 users or businesses in healthcare or financial verticals that have compliance regulations such as HIPAA or GLBA are very good candidates for Dedicated Hosting. Furthermore, those businesses in the healthcare and financial sectors are even better candidates for Secure Suite. Optional features such as Encryption, Archive and Secure File Transfer Portal is key for Healthcare & Financial Industries Business with less than 15 users, are more likely to have Gmail or similar platform Proprietary and Confidential 34

35 Identifying Secure Opportunities What platform are you running? Gmail, Zimbra, Exchange, others? Where are you running your application? If on site, provide benefits of hosted Secure service in a secure and redundant SAS 70 Type II data center. If they already have hosted , determine if they need an upgrade from Exchange 2003 or provides benefits of security that is inherent in ELNK SAS 70 Type II data center 35

36 Identifying Secure Opportunities Do you have the IT staff to manage and maintain your platform? If no, EarthLink can provide secure, a reliable Hosted Exchange 2010 service. You will have the latest platform, an expert IT staff to manage & maintain all your updates & system patches. In addition, you will have full system backup & control of your infrastructure. If yes, probe to see if customer requires collaboration services or access for their remote or mobile users. We provide collaboration services, which include shared calendars, documents and address book with Hosted Exchange There is active sync for mobile users as well as Outlook web access for remote users. 36

37 Identifying Secure Opportunities Is the customer is in the financial or healthcare verticals? Potential candidate for Secure Suite Why Secure Suite... Customers that are regulated by HIPAA, GLBA, SOX will benefit from ELNK s Secure Suite. Secure Suite not only has powerful antivirus and anti spam, but we also offer Encryption, Archiving and Secure File Transfer Portal to send large files securely. 37

38 Secure on COP Form If customer requires a hosted service, check Secure If you don t know if it is Shared or Dedicated, leave it blank (or check page 34) If you know customer has more than 75 users check Dedicated Exchange best of breed Zimbra best value If customer is in Financial or Healthcare industry, they will need Secure suite which includes optional features of: Archive Encryption and Possibly Secure FTP Portal 38

39 ICB Section Other services listed in this box are offered on an ICB basis. IT Services ICB are designed and quoted through the ITSC group. 39

40 Special Solutions If the customer needs help with assessing their own requirements and their infrastructure, check this box This section needs to be filled to understand if the customer has ever outsourced their IT Services. This section should be completed if customer is looking for consulting/professional services 40

41 Sales Information This is the last section of the COP Form. Fill out this section with your Sales information. It is needed for commissioning. 41

42 Any Questions? 42

43 Appendix: Service Description, Features & Benefits 43

44 Cloud Hosting Service Description Provides virtualized computing resources, storage and data access through a highly secure & redundant SAS 70 Type II data center. Customers pay for the computing configuration they need without long term contracts. Features: Control Panel - VMware 4.1 vcloud Firewalls - Redundant Cisco ASA SAN Storage - Equallogic RAID10 Benefits: Multiple operating systems including Windows and Linux Reduced capital costs, increase energy efficiency and require less hardware while increasing server to admin ratio (savings are typically 50 70%) High availability and performance of enterprise applications Improved enterprise desktop management and control with faster deployment of desktops and fewer support calls due to application conflicts 44

45 Managed Hosting Services Features: EarthLink Cloud supports the customer s hardware, software and IT infrastructure for one fixed monthly fee Benefits: Reduced IT staff Reduced cost & time investment Focus on core business 45

46 Security Services Products Managed Firewall Secure Remote Access Asset Management Remote Data Protection Laptop Security Antivirus and Antispam Encryption Archiving 46 Proprietary and Confidential

47 Managed Firewall Fully managed hardware based firewall service to protect from both inbound and outbound security threats. 24x7x365 monitoring and protection services from the latest vulnerabilities as well as documented policy change requests and approvals to ensure that correct policies are applied and enforced. Features Benefits Firewall w/stateful inspection Content filtering Intrusion prevention Antivirus, antimalware, antispyware Application control Data leak prevention 47 First line of defense to separate trusted from untrusted networks. Allow or block sites based on content categories to keep our malware and for compliance. Alert and/or block known attacks. Augment host-based AV by blocking known threats at the network perimeter. Allow or permit access to specific applications, regardless of port. Prevent confidential information from leaving the organization. (MPLS only)

48 Managed Firewall Hosted Network Firewall Basic: Firewall only Advanced: Content filtering, application control (high-level) Premier: IPS, DLP, anti-virus, anti-malware, anti-spyware; more granular content filtering and application control Shared Data Center Firewall CPE Firewall Basic: Firewall only, 5 monthly changes included Enhanced: Content filtering, 10 monthly changed included Premium: IDS/IPS, anti-virus, 15 monthly changes included 48 Proprietary and Confidential

49 Secure Remote Access Access method for mobile users, telecommuters, small offices, provided as firewall feature or standalone. VPN gateway can be on customer premises or in data center. Connection can be via IPsec client, SSL VPN, or Site-to-Site. 256-bit AES or 3DES. Features Active Directory integration Endpoint host checks Web page menu of sites Benefits Customer can add and remove remote access capability. Can disallow or restrict access based on security and status of client machine. Ease of reaching specific corporate resources. 49 Proprietary and Confidential

50 Asset Management Ability to view and control all PCs and devices in a centralized location to reduce cost, increase uptime and align your IT Security policies with the overall strategy of your business. Features Single, integrated web management console Software inventory reporting Patch management Benefits Easy remote management of endpoint assets, self-service or co-managed. Ability to manage licenses and end user compliance. Keep systems up-to-date and know vulnerabilities. System monitoring and alerting Proactive alerting and remote troubleshooting. Proprietary and Confidential

51 Remote Data Protection Minimize cost while enabling you to prioritize recovery of your most critical operations in the event of a natural or man-made disaster, with round the clock real-time backups. Features Automated, scheduled backup Self-service restore Encrypted and compressed backups SAS-70 Type II data center Benefits Prevents loss of data due to theft, hardware failure, or accidental deletion. Ability to quickly recover lost data. Confidentiality of data is protected. Reliable and secure physical location for storage. Proprietary and Confidential

52 Laptop Security A comprehensive and cost effective laptop security service. Automatically encrypts data and overwrites information in the event the device is reported lost or stolen. Features Remote wipe and file/directory encryption enforcement Option: AV protection Option: web filtering Benefits Prevent data from getting into the wrong hands in event of theft or loss. Block or remove malware. Enforce acceptable use policy on equipment out of corporate environment. 52

53 Services Standalone versions of hosted services. Product Benefits antivirus and antispam archiving encryption Keep malware and unsolicited commercial out of mailboxes. Backups for regulatory compliance and e- Discovery requirements. Protect confidentiality of sensitive information. 53 Proprietary and Confidential

54 Secure Service Description Secure Hosted service lowers costs by paying only for what you use while enjoying seamless and painless patches and upgrades. Hosted applications can be accessed from any device and any location. EarthLink manages the dayto-day operations of running applications, freeing up IT staff to manage strategic initiatives to drive business growth. EarthLink offers a broad suite of enterprise applications from Microsoft that is hosted in our SAS 70 Type II enterprise data center. 54

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