Cloudreach Managed Services

Transcription

1 Cloudreach Managed Services G-Cloud Framework Service Definition 1

2 Service Overview Cloudreach are the UK s leading cloud migration specialists. As trusted and recognised partners of Google, salesforce.com and Amazon, the engineering-led company takes a uniquely holistic approach to moving businesses to the cloud, taking account of everything from infrastructure to people and training. At Cloudreach we are passionate about support. The delivery and transition to support and optimisation services are key processes for us. We currently support thousands of seats of Google Apps and salesforce.com and a wide range of infrastructure in Amazon Web Services, from our 24/7 Network Operation Centre in Edinburgh. We actively encourage our customers to come and visit us to meet the team Tom Ray, Head of Operations uk.linkedin.com/in/tomwray, Our Approach Cloudreach do not do support, we do service management. What this means is that Cloudreach go beyond what most organisations do (including Google and Amazon) in that we look beyond just fixing the issue but providing a value-adding service to your operation. There are three threads to our strategy, our investment in people, their processes and the platform we use to manage your infrastructure. People - Management Team Key people managing the delivery of our managed services include: Tom Ray, Head of Operations, has extensive experience from running Service Management operations according to best practise at global logistics company Denholm Group, and FTSE 250 Oil and Gas company, Melrose Resources plc. James Monico, Technical Director, was responsible for the Service Management platforms at 2

3 BSkyB that managed the Broadcast and Network Management Systems. Dermot Lawless, Service Delivery Manager, has over 20 years Service Management experience part of which includes developing and implementing ITIL Service Desks, processes and procedures with IOKO, Wanadoo and many others. The wider team is made up of an enthusiastic and dedicated group of DevOps Engineers and Service Delivery Managers. See DevOps below for an explanation of this term. People - DevOps Engineers Cloudreach Service Management engineers are hired with both good Dev and Ops skills and experience. A relatively new concept, DevOps combines the best skills from two disciplines: the Developer and the Operator (sysadmin). An engineer within the DevOps role has all the skills to work problems from both sides of the coin. This allows continuity in the operational environment in which a dedicated team can own, investigate and resolve problems, perhaps by installing a hot-fix, making configuration changes or writing code to create a solution. DevOps yields: Decrease in time to fix Increase quality of service Decrease in overall problem frequency over time Cloudreach engineers have the vocabulary to discuss problems with client engineers or developers Operations Centers Cloudreach setup our dedicated 24/7 Network Operations Center (NOC) in Edinburgh and Vancouver in The site is also home to our ITIL Service Desk. The centre was designed from the ground up to support Google, salesforce.com and Amazon infrastructure, this is what we specialise in and as such design our monitoring systems, processes and procedures around. Process - Onboarding The Cloudreach NOC will onboard your infrastructure using the workflow outlined below; 3

4 Process - ITIL Driven Cloudreach utilises the worldwide standard ITIL framework. Best practices and processes are adapted to align with services hosted in the Cloud and existing business processes. Cloudreach uses ITIL as it provides a consistent framework and a common language between Client, Service Provider and Vendor, allowing all parties to improve IT Service Management which enables your business processes to succeed. Please see section 3 for a more detailed breakdown of our processes. Process - ISO Security is Paramount Cloudreach are ISO accredited. This is a very important step for Cloudreach, which along with our commitment to ITIL, underlines the company s continuing commitment to ensuring best practice. ISO is at the heart of our service philosophy, providing a security wrapper around the services we provide. 4

5 Platform Cloudreach have invested heavily to ensure we have the right tools to do the job. Our management platform, called Cirrus is at the heart of what we do, it provides us near real time data on the health of your environment both from the Instances and data gathers direct from the AWS APIs. It keeps us one step ahead. Price We offer a standard day rate, as according to our SIFA rate. 5