CUSTOMER CENTRIC CLOUD

Transcription

1 CUSTOMER CENTRIC CLOUD Hype or Hybrid?

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3 CONTENTS 01 - Scope 5 Introduction 6 Background 6 Aims The age of the customer Cloud strategies: vendor and solution choice Capturing the benefits of infrastructure-as-a-service 12 Benefits of IaaS 14 Going hybrid 15 Cloud concerns The future of cloud 18 The desire for a global presence 20 Excellent service is crucial Conclusion 22

4 FOREWORD Aligning the Power of Hybrid Cloud with Customer Demands. Businesses today are operating in a buyer s market. As consumers, we can do what we want, when we want, how we want, and the reality is that we now expect this level of customised, and immediate, service. With consumers more in control of their purchasing power than ever before, a flexible and scalable cloud infrastructure has become increasingly critical to an organisation s success or failure. In their efforts to satisfy growing consumer demand, many businesses initially turned to multiple cloud computing vendors capable of addressing their infrastructure needs. However, while this approach delivered initial gains as IT leaders found their way in the cloud, it is not conducive to long-term success. Multiple cloud providers can often create complex cloud environments, which can hinder business agility and speed to market. With this in mind, Telstra recently commissioned Vanson Bourne to conduct research interviewing 675 IT decision makers from around the world in private sector multinational organisations with more than 250 employees evaluating what cloud services businesses are currently using, and if they are benefitting their organisation. The research uncovered some interesting insights around modern IT objectives and the need for cloud services, and what businesses currently expect of their providers today and in the future: Three-quarters of decision makers want to procure cloud services from a single provider, yet the majority have purchased offerings from three vendors in efforts to rapidly respond to market needs. In a move away from the private clouds of yesterday, the trend in 2015 appears to be towards a hybrid approach. To achieve this, 45 per cent of enterprises have adopted infrastructure-as-aservice (IaaS) models, with 42 per cent planning to adopt it in the near future. As businesses look to grow footprints in new and emerging markets across the globe, almost half (49 per cent) of respondents would opt to use a global cloud provider rather than a local service provider. Our research clearly shows that businesses want to work with a single provider for all cloud services, and align the power of hybrid cloud with customer demands to deliver a more agile environment, enabling faster decision making and an improved customer experience. Encouragingly, as the cloud market has settled, vendors have increasingly looked to offer this portfolio of hybrid services. This solution has removed the complexities of dealing with multiple vendors and businesses in 2015 are now able to select one cloud provider for all their global and local cloud needs. To make this future a reality, however, cloud providers must do more to guide businesses on their hybrid-cloud deployments and address concerns around relinquishing control of their data to a third-party provider. Organisations that do not use IaaS could be falling behind their competitors who are, which is why at Telstra we re committed to alleviating and overcoming such concerns, while reducing the impact of any cloud implementation. Jim Clarke Director, Marketing, Product & Pricing International Telstra Global Enterprise & Services March Customer Centric Cloud: Hype or Hybrid?

5 01 SCOPE OF THE RESEARCH

6 SCOPE OF THE RESEARCH Introduction Telstra commissioned Vanson Bourne, an independent specialist in market research, to undertake the research upon which this report is based. In total, 675 IT decision makers were interviewed in five countries/regions: UK interviews US interviews Australia - 80 interviews Hong Kong - 95 interviews Singapore interviews Respondents work for organisations in the private sector with 250 or more employees. Due to the range of sectors involved in this research, the results are based on the global or regional average to be representative of the target population. Fieldwork took place in late 2014 using a mixture of online and telephone interviewing. A robust multi-level screening process was used to ensure only appropriate respondents participated in the research. Background Successful enterprises have to continuously modernise and adapt to every big new trend if they wish to stay ahead of the curve. We increasingly find ourselves not just on the cusp of a new product or technology, but constantly considering how and where we utilise these technologies. More organisations are moving to focus their business on the customer. Serving customers how, where and what they want, in order to create a services competitive edge. Therefore, for many organisations the adoption of cloud services is a strategic imperative as cloud services help cover the speed, range and coverage of services customers demand. Customers and employees now want and expect the benefits that come from these services, including a faster speed to market, process efficiencies and reduced Total Cost of Ownership (TCO). For this reason, cloud adoption has accelerated rapidly in recent years, encompassing both private or virtual private cloud models, and also public and hybrid management models. It is not just organisations that need to keep ahead of the competition though; cloud service providers need to as well. Vendors wishing to remain attractive to organisations today must have robust and reliable solutions that empower customers to meet their strategic objectives and that lead the market, rather than follow. Increasingly, businesses are looking to providers to innovate, be flexible, and offer a bespoke service. Aims This research was commissioned to evaluate what cloud services organisations are currently using. How can Infrastructure-as-a-Service (IaaS) benefit organisations? Are enterprises leveraging IaaS already? Is there a link between modern IT objectives and the need for cloud services? What can businesses currently expect of their cloud service provider(s) and what type of providers are they looking to work with in the future? 06 Customer Centric Cloud: Hype or Hybrid?

7 02 THE AGE OF THE CUSTOMER

8 THE AGE OF THE CUSTOMER From the first wheel to the latest smartphone, significant advancements in any market have almost always been influenced or controlled by innovations in technology. Forrester discusses this in their report Winning in the Age of the Customer and breaks down the various ages as below: The Changing Age of Business Industrial Revolution Cheaper Transport Computers MANUFACTURING DISTRUBUTION INFORMATION Machinery Globalisation Internet Over the past one hundred years, it is clear we have witnessed three distinct ages of progress, but where are we now? Most bets are on entering the age of the customer an age that brings together production, distribution and knowledge in a synergistic combination. Consumers can now buy almost anything instantly. In a flash, they can find the information they want, compare and evaluate products and purchase from their handheld device. Delivery can happen overnight and purchases are completed within 24 hours. It s a buyers market; intelligent organisations understand this and are becoming increasingly customer focused. This doesn t mean focusing on customer service or the hackneyed notion that the customer is always right. Instead, it is a shift to enabling the consumer to do what they want, when they want, and how they want in other words, making the consumer purchasing process as easy as possible. IT is at the centre of this paradigm shift. But it is not as simple as onboarding the newest technology there is no one big trend or must-have investment. Big data, mobility, social media, and Software as a Service (SaaS) are some of the services organisations should be considering in their quest to enable consumers, but this is by no means the finite list. New services are being created every year and organisations need to be in a position to quickly and easily take advantage of these innovations. It is clear that flexible and scalable cloud infrastructure is critical to this consumer enablement process. But where do you host the infrastructure and how much control do you need? Pooling resources in a single type of cloud is generally not seen as ideal as this cannot provide the flexibility required to handle an organisation s varying types of processes, services and workloads. In the age of the customer, organisations are therefore demanding a hybrid cloud platform to house and launch new services. We call this Customer Centric Cloud. Customer Centric Cloud can be defined simply as a cloud strategy that focuses on customer enablement, and provides a platform for launching the services and tools demanded by your customers (customers in this instance could include consumers, internal users, partners, employees, or any combination of the above.) The foundation of any Customer Centric Cloud is a hybrid cloud made up of private and public cloud solutions. Customer Centric Clouds are on the rise as organisations increasingly model their operation around their customers. 08 Customer Centric Cloud: Hype or Hybrid?

9 03 CUSTOMER CENTRIC CLOUD STRATEGIES

10 CUSTOMER CENTRIC CLOUD STRATEGIES Cloud computing helps organisations to adopt a customer centric business model by enabling them to rapidly provision the new services demanded by their customers. It provides companies with unparalleled agility and flexibility accelerating speed to value, making leading-edge technology affordable, and enabling business innovation across organisational When considering cloud services, most enterprises simply want a solution that lets them manage and scale their infrastructure and networks in line with the security and performance requirements of the services and applications they currently use or are looking to introduce. Until recently, however, the only way to achieve this was to work with different vendors, creating a complex cloud environment that can be hard for the business to manage, integrate and control. Indeed, respondents to our survey use an average of three cloud service providers, which suggests they experience difficulty in finding a single provider that is capable of meeting all their cloud requirements PRIVATE CLOUD IT is managed in the enterprise s own or an external data centre. Ideal for those who prefer to control the infrastructure. VIRTUAL PRIVATE CLOUD Self-service virtualised infrastructure uses a choice of shared or dedicated servers hosted off premise. Ideal for traditional applications that reside on a single server. PUBLIC CLOUD Elastically scalable standardised infrastructure so applications are supported with more bandwidth when needed and then scaled down when no longer required. 10 Customer Centric Cloud: Hype or Hybrid?

11 Our respondents most commonly use data centre providers for their cloud services, followed by pure cloud/hosting providers and system integrators respectively. Almost a third of respondents use a telco for some or all of their cloud solutions. According to the surveyed IT decision makers, organisations are more likely to keep the bulk of their workloads in a private cloud with an even split between on-premise and private cloud models. Uptake of public cloud for enterprise applications and IT workloads is much lower; however, there is a strong case for its use for applications such as , collaboration and websites. Given the relatively lower costs, it is likely that many of these less critical services will migrate to public clouds in the near future. An element of server hugging is still present within organisations, with many IT departments keen to keep missioncritical assets under control. Concerns about cloud security have also led to a substantial number of enterprises that are unwilling to relinquish all their data to external suppliers. These fears, combined with the strong appetite for cloud services, mean that many face a challenge in finding the perfect solution for their business. The flexibility and scope associated with hybrid cloud helps to enable a customer centric approach, making it an appealing option and one for which more support is growing. The fact that businesses use multiple providers suggests that they are currently unable to find a single cloud service provider that can provide different cloud models to meet the requirements of different workloads. 50% Data centre providers 46% Pure cloud/ hosting providers 44% Systems integrators 32% SaaS providers 28% Telcos 27% Commodity cloud providers 17% On-premise customised cloud Figure 1: Which of the following main types of cloud providers do you use?. Customer Centric Cloud: Hype or Hybrid? 11

12 04 CAPTURING THE BENEFITS OF INFRASTRUCTURE -AS-A-SERVICE

13 CAPTURING THE BENEFITS OF INFRASTRUCTURE-AS-A-SERVICE Infrastructure-as-a-Service (IaaS) allows organisations to outsource their hardware, data and servers to external providers. This can help businesses to focus on areas of IT that add real value to the organisation rather than the routine tasks involved in managing the infrastructure. Most organisations recognise the importance of using an IaaS solution and the vast majority of organisations that have not adopted IaaS, plan to do so soon. Businesses that do not embrace IaaS could miss out on the many associated benefits and risk losing relevance in the market. 14% No plans for IaaS Figure 2: Nearly half of the organisations surveyed have already adopted IaaS. Almost as many plan to adopt it in the near future. Realising the benefits of outsourcing infrastructure, uptake of IaaS has been swift. 44% Have already adopted IaaS 42% Plan to adopt IaaS in the near future 6-12% Opted for public cloud 20% 40% 60% 80% 100% AND PRODUCTIVITY PRIVATE CLOUD CONFERENCING AND COLLABORATION CRM 25-38% On-presmise cloud ERP VIRTUAL PRIVATE CLOUD WEBSITE STORAGE BUSINESS CONTINUITY PUBLIC CLOUD ORGANISATION SPECIFIC APPLICATIONS N/A 31-40% Hosted private cloud TEST AND DEVELOPMENT Figure 3: Of those organisations who had onboarded IaaS; the two popular forms were private cloud and on premise. Only a small percentage had opted for a public cloud. Customer Centric Cloud: Hype or Hybrid? 13

14 BENEFITS OF CUSTOMER CENTRIC CLOUDS Most organisations keep a sharp eye on the bottom line and are alert to the need to remain competitive, so new models that can offer a potential edge will always win a receptive audience. Respondents whose organisations have adopted IaaS, or plan to, believe that the IaaS model offers substantial benefits, including improving efficiency, optimising information data, reducing costs and improving security. Each of these issues is not just important from an IT perspective, but also has significant implications for the wider business. Beyond the realms of IT and finance, almost as many organisations considered that IaaS could help promote innovation and transform the way they engage with employees and customers. 62% The most important objectives in IT 51% 52% 51% 51% 51% 51% 50% 49% 40% 46% 45% Improving efficiency Optimising information and data Reducing costs Improving internal collaboration Promoting innovation Transforming service delivery Improving employee user experience Improving security Creating new products and services Improving customer user experience and satisfaction Managing risk and compliance Attracting and retaining customers Increased organisational value The extent IaaS has helped 51% 52% 40% 41% 40% 44% 38% 40% 47% 32% 24% 68% 71% Figure 4a: To what extent can/does IaaS help with the following? Figure 4b: What are the most important objectives for a modern IT department? Although most enterprises have or want IaaS and have a clear understanding of its advantages, over half are yet to implement it so have no direct experience of the benefits IaaS can deliver. In some cases, these organisations may need help to understand exactly how this type of solution can help. If the full benefits and how to achieve them are not communicated effectively they will remain at a disadvantage. It is worth noting that the IT department primarily bases their purchasing decisions on their business objectives. Perhaps one of the key reasons behind the keen interest in IaaS is that the main benefits of implementing IaaS align closely with the modern IT department s aims to improve efficiency, reduce costs and optimise information/data. 14 Customer Centric Cloud: Hype or Hybrid?

15 GOING HYBRID The goal of any good provider should be to work with the enterprise to deliver an optimal IaaS solution that will help them achieve their objectives. In a move away from the private clouds of yesterday, the trend today is for a hybrid approach that combines both public, virtual private and private clouds. Having multiple clouds and vendors to manage creates complexity for the business and would seem to be a key inhibitor for the adoption of a hybrid cloud model. However, this does not appear to be the case on average, organisations interviewed were already using three cloud providers. But this is not their preferred option. Rather than dealing with multiple vendors across multiple clouds, a massive 73% of IT decision makers surveyed would prefer to have a single committed partner, fully accountable for all their cloud services from end-to-end. The research uncovered that these respondents are more likely to see the benefits of IaaS than those who use multiple providers. Cloud brokerage can offer a simple management solution for the implementation of IaaS, while ensuring that businesses still receive a customised package that matches their needs. Hybrid IT allows organisations to combine internal and external IT infrastructure services, across a tailored mix of private and public clouds, to support a business outcome. Customer Centric Cloud: Hype or Hybrid? 15

16 CLOUD CONCERNS For all its many advantages, IaaS is not without its challenges. The vast majority (92%) of respondents whose organisations have adopted IaaS report that they had difficulties when migrating to the service. Security issues 51% Complexity of migration 48% Data sovereignity concerns 35% Contractual issues 35% Network issues 32% Lack of in-house expertise 28% Vendor lock-in 28% Lack of management support 26% The actual cost was more than envisaged 21% Confidence in the clarity of charges 18% It took longer than anticipated 12% We did not experience any difficulties 8% Security issues are heightened with the onset of Shadow IT, where users source solutions without the explicit approval of their company. As outlined in Rise of the Superuser (Telstra, 2014), users demand certain services and will go out and get them if they are not provided by their employer. Organisations must enable users, not restrict them, if they wish to establish control. The same is true of Customer Centric Clouds organisations must enable customers to consume in the way they want or risk losing relevancy in a fast-moving and saturated consumer market. Although IaaS providers will want to promote the benefits of using their solutions, it is important that organisations are also reassured about the security and reliability of any products and services that are on offer. Cloud security continues to improve all the time and providers have a role to play in educating IT leaders on how to alleviate and overcome such concerns across the broader business. Vendors also need to guide organisations through any difficulties and help them reduce any impact from the initial implementation. Figure 6: Which, if any, of the following difficulties did your organisation experience when migrating to an IaaS solution?. Security issues are heightened with the onset of Shadow IT, where users source solutions without the explicit approval of their company. 16 Customer Centric Cloud: Hype or Hybrid?

17 DIFFERENCES IN IAAS RESULTS BASED ON DEMOGRAPHICS Some organisations are clearly ahead of the curve when it comes to the adoption of IaaS solutions. Perhaps not surprisingly, larger organisations (54%) are more likely to be using IaaS than smaller organisations (32%). USA Singapore Australia UK Hong Kong 53% 44% 40% 40% 40% Figure 7: Analysis of the adoption of IaaS based on country. Adoption of IaaS also varies widely by industry. Manufacturing (61%), professional services (54%), and finance and insurance (46%) sectors are most likely to have adopted IaaS. Conversely, the higher education sector is the sector least likely to adopt IaaS, with over a quarter (27%) having no implementation plans at this stage. For the different industries, a number of factors drive the uptake or lack thereof of IaaS. In manufacturing, for example, cyclical demand and supply considerations mean that there is a greater need for scalability than in more predictable sectors such as education. Likewise, speed to market is an important consideration for manufacturers due to the highly competitive and transactional nature of the vertical. Both scalability and speed to market are cornerstones of the IaaS value proposition. The business and financial services sectors all rely on large sets of data, and large numbers of customers and transactions to generate revenue. And as more and more transactions and services move onto the network from video calls to large CRM transactions companies need to be able to allocate bandwidth on demand to ensure that their users experience the best performance. Scaling infrastructure to cope with peak demand can come at a high cost under a CAPEX model as your IT costs mirror requirements for peak demand only and not changes in demand. In contrast, under an OPEX model, the business is charged only for the services that are used. Any resulting savings can be used to generate more revenue, invest in innovation and increase the speed to market for new products or services. A key benefit of IaaS is the transfer of risk and capital cost from companies to their cloud provider. Global cloud infrastructure providers operate large, sophisticated research and development operations that enable them to deliver a cutting-edge platform with a rapid and ongoing cycle of innovative new features. This keeps the business at the leading edge and makes IT infrastructure a commodity that they consume like power. 5 QUESTIONS FOR CUSTOMER-CENTRIC CLOUDS: 1. Who are your customers and how do they behave? 2. Do you have enough information about your customers? Is it timely? Are you listening to your customers? 3. Does your speed to market match the speed at which your customers operate? 4. How secure do you need to be? Is this security level uniform across your entire business? 5. Do you have the infrastructure and platforms in place to allow you to meet your customers needs? Customer Centric Cloud: Hype or Hybrid? 17

18 05 THE FUTURE OF CLOUD

19 THE FUTURE OF CLOUD While organisations are increasingly moving towards a hybrid approach, they are also indicating a preference for consolidation almost three quarters of surveyed IT decision makers would prefer to use a single cloud service provider. Don t know 7% 20% Acquire seperate services directly from multiple providers 38% Acquire services from multiple providers 35% Single provider for all services Figure 8: How would you prefer to purchase cloud services for your organisation?. In our research, respondent preferences are split relatively evenly between either using one provider for all services or acquiring services from multiple providers through a cloud brokerage model. Only 20% want to purchase separate services directly from multiple providers. It is clear that the market is moving to a preference for hybrid services. Interestingly, in organisations where IT objectives are more customer focused, IT decision makers are more likely to want to acquire multiple cloud services through a single provider (42% compared with the average of 38%). This group is more aware of customer needs and service expectations, and therefore potentially more likely to want to adopt a hybrid approach that can deliver on all these requirements. They will also need to launch and adopt more services and different services faster, which a hybrid model supports. At the same time, they may be reluctant to deal with multiple providers due to the complexity and challenges of multi-provider management. There is an appetite to work with one provider as long as it is not to the detriment of the overall service. A good cloud provider will offer a brokerage model that will provide a range of solutions that can be tailored to meet all customer requirements, matching their various workloads to appropriate cloud services. Mission-critical data, services and applications may merit a private cloud; others like or video conferencing may be hosted in a public cloud. Under the control of the single provider, IT management of the hybrid environment is both simplified and streamlined. Flexibility is another key consideration. Companies are wary about vendor lock-in. They want to be able to control and move their own data and leverage it quickly and easily. This is not always simple when dealing with multiple providers. Customer Centric Cloud: Hype or Hybrid? 19

20 THE DESIRE FOR A GLOBAL PRESENCE As well as preferring a single provider, around half of respondents would prefer to use a global cloud service provider rather than a local provider. Only 27% say that they would opt for a local provider instead. Across all sectors, competition is both fierce and increasingly international. Companies need to accelerate the cycle of innovation and provide the latest features and functions. This is expensive for traditional IT deployments, and services are likely to be limited compared with those offered by global cloud providers who can offer private, public or hybrid clouds across most latitudes. At the same time, customers are demanding the same support and processes that they are used to receiving from local providers. To be a true global organisation, one needs to ensure a consistent global experience. Specifically, many organisations today want the capability to host data offshore to support business growth. This is particularly important given the massive growth in data over recent years all of which has to be stored and managed, potentially across a number of jurisdictions. For this reason, organisations also see value in a provider that understands, and is familiar with, a number of markets (cloud regulation, governance, etc.). A purely domestic cloud provider no matter how good is unlikely to be able to deliver on this kind of scale. In our survey, around three fifths (61%) of those who favour acquiring multiple services through a single provider say that their organisation is likely to use a global cloud provider in the future. Clearly, the option of hybrid cloud services, delivered by a single global provider, is one that resonates with the market. On average, respondents organisations desire a presence in four regions across the globe. These include Europe (59%), North America (56%), East Asia (40%) and Australia/New Zealand (31%). A global presence is clearly central to success in on a worldwide scale. Therefore, it follows that organisations wishing to succeed internationally will want to work with cloud service providers that have either a global reach or have a global strategy that aligns to market demand. 14% Not more likely to be using local or global providers 27% More likely to be using local cloud providers Clearly, the option of hybrid cloud services, delivered by a single global provider, is one that resonates with the market. 10% Don t Know 49% More likely to be using global cloud providers Figure 9: Is your organisation more likely to either use local or global cloud providers in the future?. 20 Customer Centric Cloud: Hype or Hybrid?

21 EXCELLENT SERVICE IS CRUCIAL Regardless of the type of cloud service provider that organisations approach, they have high expectations of service. In our survey, respondents called out user experience, end-to-end service management and VPN-to-cloud integration as the most critical elements involved in running a cloud environment. Whichever provider the enterprise decides to work with, the service will need to excel in these areas for a long-term partnership to be maintained. 55% User experience 49% End-to-end service experience 45% VPN-to-cloud integration 38% Unified service model 28% VPN-to-cloud extension 19% Lower TCO Figure 10: What aspects of the underpinning network are most critical to running a cloud environment?. Customer Centric Cloud: Hype or Hybrid? 21

22 CONCLUSION The convergence of production, distribution and information technologies has led to consumers taking more control over their purchasing. Organisations must become more customer centric if they wish to compete in this new Age of the Customer. To do this, organisations need to provide consumers with the right information and services, how and when they want them. Underpinning all this is a flexible infrastructure platform Customer Centric Cloud that combines both private and public cloud models. Given the significant benefits IaaS offers and how these benefits align with modern IT objectives, such as cost reduction and agility, it s unsurprising that the vast majority of respondent organisations have already adopted IaaS or plan to in the future. Organisations that do not use IaaS could be falling behind their competitors leaving themselves exposed to inefficiencies, high costs and without the ability to fully exploit critical information and data. Or to rapidly respond to the demands of their customers. Organisations traditionally turned to different cloud vendors to satisfy the needs of their different workloads mainly because few vendors could offer a full range of solutions to meet any possible cloud requirement. While more providers can do so today, many organisations continue to use several providers. Most, however, would prefer to deal with just the one. And they re not just looking for private clouds, even though the bulk of organisational workloads continue to reside in these solutions. An increasing number of organisations are aware that private clouds can be less agile and less conducive to a customer centric approach and are using both private and public clouds as a result. The use of public cloud for less critical applications is predicted to increase sharply. As a result, a hybrid model where organisations can acquire a range of services (private/public, hosted/onpremise) through the one provider would be desirable for most businesses. But not just any hybrid cloud provider will do. Knowledge of different local markets is key to success for organisations wishing to have a global footprint, and many IT decision makers also want their hybrid cloud provider to have a global presence. However, whether the cloud provider is global or not, organisations expect the service that they receive to be impeccable, with the user experience considered paramount. And the right range of services alone is not enough. Organisations also want it to be simple and easy to work with their cloud provider, and for management of their service to be of the highest quality. Hybrid cloud delivers the ideal platform for meeting both the organisation s and the customer s needs, but a successful relationship must also be built on the cloud vendor s commitment to quality and service. 22 Customer Centric Cloud: Hype or Hybrid?

23 WHY TELSTRA CLOUD SERVICES? Telstra cloud services give you the choice, control and confidence you need to move to a hybrid cloud. You can choose the cloud technology you need from Telstra and our world-class partners, to support your business and deliver value. You ll be able to control and simplify your cloud environment with Telstra s management console. It enables you to orchestrate and move workloads between environments and automate monitoring and management for greater financial accountability and reporting. And you avoid the complexity and costs associated with multi-vendor management and integration. Cloud services are only as good as the network that delivers them. With Telstra you have the business confidence that comes from a single, high-speed, farreaching network that s built for the cloud. Our intelligent network is fully integrated with your cloud services. We manage latency and capacity right down to the last mile so you have the best user experience. You contain costs because you don t have to move data between networks. And you reduce risk because Telstra Cloud Services are backed by service level agreements. Why Telstra? Telstra s expertise, breakthrough solutions and integrated cloud network make it easy for customers to manage their cloud IT through a single, committed vendor. Telstra is unique in offering customers the best of all worlds an unmatched choice of Telstra and partner cloud services delivered through a single management console. This delivers the simplicity of one point of contact for cloud sales, service and support billed from a single provider. Standing behind this great, global cloud solution is a team of experts with a depth and breadth of service capabilities that make the transition to hybrid and public clouds significantly simpler, and with less risk. Telstra has a proven track record for helping customers deploy the right cloud solution for their company. We work with world-leading cloud vendors to develop flexible solutions that meet their needs. We re also making the journey to the cloud ourselves, so we can share best practice, insights and reference architectures that work at scale. Telstra invests billions of dollars in keeping our networks and our cloud services at the leading edge. We re focused on developing value-added services for customers rather than infrastructure build. By doing this we can pass on economies of scale and rapid innovation to our customers. And we deliver all of this across a network that you can manage as if it were your own. We provide scalable network speeds through standardised network designs that are highly cost-efficient, and the ability to upgrade services at any time to suit your changing needs. Customer Centric Cloud: Hype or Hybrid? 23

24 Office Locations Telstra Asia HQ Level 19, Telecom House 3 Gloucester Road Wan Chai, Hong Kong T China India Indonesia Japan Korea Malaysia Philippines Singapore Taiwan Thailand Telstra Americas 44th Floor 40 Wall Street New York, NY T New York San Francisco Los Angeles Telstra EMEA 2nd Floor, Blue Fin Building 110 Southwark Street London, SE1 0TA T London Cambridge Telstra Australia 363 Oxford Street Paddington, NSW Sydney 2021 T Adelaide Brisbane Melbourne Oxford Falls Perth Sydney To find out more about how Telstra can help you connect to a world of opportunity visit: Or contact your local representative at: tg_info@team.telstra.com