Virtualization & Data Center Services Training. Mike Salviski

Transcription

1 Virtualization & Data Center Services Training Mike Salviski 1

2 Agenda Sales Landscape Target Prospects Applications Competitive Landscape Product Definition Network Drawings/Architecture Demo Features/Benefits Sales Tools Collateral, Website, Marketing Tools, etc. Sales Procedure Sales Procedure Overiview Implementation Support Appendix Qualifying Opportunities 2

3 The 3 P s Purpose What Is This All About? What Are Our Objectives? Process How Will We Do It? Payoff What s In It For Me? 3

4 Purpose What is this all about? By talking this course you will be able to: Describe features & benefits of EarthLink Virtualization & Data Center Services Identify who to target with the correct solutions and sell effectively within the competitive landscape Apply the Sales Process for the EarthLink Virtualization Services 4

5 Process How will we do it? Overall IT Services Training Development Plan Pretest Questionnaire to Establish Baseline Knowledge Three Product Training Webinars Three Online Certification Courses 5

6 Payoff What is in it for me? By taking this course you will: Enhance your ability to successfully sell EarthLink Virtualization and Data Center Services 6

7 WHAT IS CLOUD COMPUTING? 7

8 What is Cloud Computing? General term for anything that involves delivering hosted services over the Internet. Three categories: Infrastructure as a Service (IaaS) Platform as a Service (PaaS) Software as a Service (SaaS) 8

9 What is Cloud Hosting? Cloud Hosting on demand virtual servers Elastic users can have as much or as little of the service as they want at any time Service is usually fully managed by the provider 9

10 Characteristics of Cloud Computing On-demand self-service Customer can access computing resources automatically Ubiquitous network access Customer can access these resources in numerous ways: laptops, PDAs, mobile phones Location independent resource pooling It doesn t matter where the resource is physically located Rapid elasticity Capabilities of the service can seem limitless to the consumer because they can scale up and down rapidly Measured service Service is metered so that the cloud controls the resource to provide the best performance 10

11 Types of Cloud Offerings 11

12 Virtualization Technology that enables providers to offer cloud computing services such as Cloud Hosting Create multiple virtual machines (VMs) on a single physical server Run different operating systems & multiple applications on a single server Share one physical server maximizing cost benefit but customers have complete isolation from other customers to ensure a secure computing environment 12

13 SALES LANDSCAPE 13

14 Targeting & Positioning Cloud Hosting - SMB Businesses that have: Current end of life hardware & limited CAPEX Growing computing needs, but limited budget Little knowledge of virtualization, but want to leverage this technology. Offer Cloud Hosting for testing or development environment Need for staging environment to upgrade software, operating systems, and versions while existing operations are in place Poor data center facilities to meet growing computing & storage needs Existing server farms & looking to reduce costs via virtualization or cut IT operational costs Have VMware & want to extend their virtual machines without investing in additional servers & software 14

15 Targeting & Positioning Dedicated Server - SMB Businesses that require: High availability computing environment to run custom applications Higher tier data center & still want the control of their servers, perhaps for industry & regulatory compliance Large amounts of data storage and have lrestricted budgets to meet their current and growing needs Dedicated environment, but want to avoid CAPEX Greater control over the computing environment but having these servers outside their data centers 15

16 Targeting & Positioning for Cloud Hosting - Enterprise Ideal for Businesses that: Need a development, QA or testing applications For internal application development To trial 3 rd party software or applications To provide QA/testing that can mimic different production configurations Have VMware & looking to expand VMs w/o CAPEX server investment To position adding Disaster Recovery Services Current virtual environment is reaching their capacity limits & have limited CAPEX Have growing computing needs To increase CPU & storage, but have limited CAPEX

17 Targeting & Positioning for Dedicated Server - Enterprise Ideal for Businesses with: Growing constraints in their data center & require dedicated hardware and appropriate network bandwidth Large hardware and VMware environments High volume and/or data base environments High bandwidth requirements on one or more of their services Because of performance impact to current internal network and are looking to put applications/services outside of their network Internal network upgrade costs are prohibited Applications/services are continuing to consume higher bandwidths & customer cannot meet these demands

18 Product Comparison 18 18

19 Case Study - WagJag Canadian based Groupon competitor Startup looking for a scalable e-commerce hosting solution. Outsold RackSpace on a technical solution. Client went from one $60/mo VM to a $9K/mo Private Load Balanced Dedicated environment that does over 100K/mo in sales

20 Case Study - SuccessWare Clockwork Home Services, acquired SuccessWare Inc, a fast-growing leader that develops business management software for residential services industry Provided hosted private environment to handle over 2500 independent Citrix application users of their scheduling software over all over the US. SLA that could support their 1 Hour Plumber to the Door or it s Free motto 20 20

21 Product Positioning Overall Market Amazon Rackspace Secure Works Perimeter esecurity Windstream CBeyond Intermedia EarthLink Virtualization Security Network Support Service Depth Excellent Very Good Good Fair Low 21

22 Product Positioning - Specialization Security Network Support Service Depth Specialization Amazon Rackspace Infrastructure as a Service Secure Works Perimeter esecurity Windstream CBeyond Security Services Connectivity Services Intermedia EarthLink Virtualization /Collaboration Services Total IT Services Excellent Very Good Good Fair Low 22

23 Product Positioning Overall EarthLink fares well when services are looked at as a whole across the overall market Looking at specialized positioning and just those elements rudimentary to those specialized services EarthLink fares okay, but EarthLink isn t likely not going to win the majority of head to head larger deals in areas like Virtualization, Security and There is a difference when looking at Specialized Positioning of Virtualization, Security and for SMB 23

24 Specialization Positioning - SMB Infrastructure as a Service: Amazon Virtualization Security Network Support Service Depth Amazon SMB Market Loses all advantages Requires experienced IT knowledge for maximum production benefit Limited and not providing simple assurance on all necessities Not norm for SMB No advantage for SMB site locations Packages are based on larger environments Does not create reduced simplicity overall. Great for techies but not functional owners Rackspace Rackspace - SMB Market Loses many advantages Limited to hosted No advantage for SMB site locations More IT based, less business ops based. No channel advocate for customer No direct channel or customer advocate. No advantage for SMB site locations EarthLink These leaders in IaaS are IT oriented and become less of a threat in SMB 24

25 Virtualization Services Cloud Hosting Dedicated Servers Backup / Disaster Recovery Data Center Services Colocation 25

26 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 that can scale as your business grows. Features: Control Panel - VMware 5.0 vcloud Benefits: Multiple operating systems including Windows and Linux Redundant High Availability Firewalls SAN Storage - Equallogic RAID10 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 26

27 Cloud Hosting Components Cloud computing is sold in terms of Compute Power, measured in CPU, RAM and Storage. 27

28 Cloud Architecture 28

29 Cloud Hosting Demo Account Creation: Contract Based Sign Up Manual Provisioning, Fully web based oud/org/elcloud/ Demo: Create vapp Migration to vcloud Create a VM Server 29

30 Managing Cloud Environment vcloud Control Panel: VMware vcloud Director Logically pools compute, storage, and networking capacity into virtual datacenters Enables IT to deliver the computing resources from the virtual datacenters IT can manage resources more efficiently with complete abstraction between consumption and delivery of IT services. 30

31 Virtualization Aware Security vshield and Private Networking: Includes perimeter protection, port-level firewalling, network address translation and DHCP services Offers virtualization-aware security Simplifies application deployment Enforces boundaries required by compliance standards Adds site-to-site VPN, network isolation, and Web load balancing. 31

32 Cloud Hosting - Operating Systems (OS) 81 Supported OS: VMware vsphere Hypervisor Supports more guest operating systems than any other bare-metal virtualization platform Can run off-the-shelf operating systems with near-native performance. Support for Linux, Unix, and Windows is fully included 32

33 Managed Virtualization Services Features: EarthLink 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 33

34 Managed Virtualization Services Pricing: Pricing is based on the total resources used on our infrastructure platform, which is CPU, RAM, and Disk Storage. This is an example of current pricing of a 2 server solution: 34

35 Dedicated Server Service Not everything can run in a virtualized environment Dedicated Server hosting solution offers Complete control Increased flexibility High levels of performance, reliability, and security Customer Benefit a Dedicated Server hosted in our state-of-the-art data center allows you to easily install, customize, and scale any applications needed in a private, secure, dedicated server environment 35

36 Backup and Disaster Recovery Service Service Description A server application which offers the ability to backup your server files and configuration data to the secure EarthLink SAS70 Type II Data Center facility. Customer Benefit Wizard based backup process that will backup your mission critical files on any schedule you choose Data is stored on RAID10 SAN Storage with 256-bit Data Encryption. 36

37 Value of EarthLink Virtualization Services Reduce the cost/need for local hardware, IT maintenance and onsite IT server technician Easy access to all client applications remotely and in a secure environment. Server backups are performed nightly and are included in the price Access to 24x7 support, ensuring critical business application are always available Gain high availability and enterprise level solutions (Firewall/Storage/Automatic Failover) at a reduced cost 37 37

38 Why IaaS & an EarthLink Data Center Benefits: Cost effective Competitive pricing Redundancy Security Redundant cooling, power and connectivity Center monitored 24/7 Redundant air cooling and filtering systems Employee background checks and monitored center access Reliability Climate controlled environment for extended hardware life Uninterruptible power via multiple power sources Connectivity No sharing of bandwidth, RAM, or other hardware allowing customer s server to run at its highest capacity Location Independence Physical business can move smoothly to a new location without moving hardware 38 38

39 EarthLink Data Centers & Connectivity Cloud Data Centers Core Network Nodes Key Attributes: Redundant, interconnected (10G), Tier III/IV Data Centers High speed replication between sites for both data and applications Redundant, standardized storage area network (SAN) infrastructure Disaster Recovery offering - Site Recovery Management (SRM) capabilities Hardware Based SAN replication between Data Centers 39

40 Colocation Host your company owned Equipment in an EarthLink managed and maintained facility. Options available: 1/4 cabinet (10U), 1/2 cabinet (20-22U) and full cabinet (40-47U) colocation. Customer Benefit: Our colocation is a state-of-the-art hosting facility that allows you to take advantage of the reliability, security and redundancy that we engineered into the data center s infrastructure. We offer a % Uptime Guarantee to back it up. 40

41 Sales Tools & Where to Find Them EarthLink Business IT Services Corporate Website IT Services Sales Toolkit Sales Guides Customer Facing Presentations Product Collateral Case Studies Training Courses Competitive Information Industry Learning Links 41

42 Sample Tools 42

43 SALES PROCESS 43

44 Sales Procedure Overivew 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 44

45 Post Contract Implementation Onboarding specialist enters order into MOSS & scans contract into system Internal project meeting is held to assign Project Manager Project Manager develops a preliminary project plan Customer call is scheduled to discuss implementation plan Weekly implementation review meetings are conducted with customers on an as needed basis SOC managers monitors & supports system to ensure all tasks are completed Completed order notification letter is sent out to customer upon completion Customer receives invoice from the MOSS system Note: MOSS is the provisioning & billing system for IT Services currently 45

46 Support Process IT Services Support Customer Initiates a at Support@EarthLinkIT. com or calls TT is automatically generated in MOSS from customer e- mail TT system automatically sends customer notification that TT has been rec d The Customer Service Rep reviews TT and assigns Dept, Category, Severity & Scope in dropdown. Is it a simple TT and can be resolved by Customer Service Rep? Customer Services Rep. resolves TT and Yes sends correspondences back to customer via NO Customer Service Rep escalates to Level 1 Tech and replies to TT notifying customer ticket has been escalated to Level 1 support and sets ticket status to in-progress Customer Service chooses the appropriate dept to forward too for level 1 support Level 1 support verifies category, severity and scope is correct and If not they will set sub category Can level 1 Support complete ticket? Level 1 Support resolves issue and sends correspondences back to customer via Support TF Number Level 1 Tech replies to TT notifying ticket has been escalated to Level 2. and keeps ticket in-progress Level 1 Tech Escalate to a level 2 Tech No Level 2 Tech resolves issue and sends correspondences back to customer via NOC/SOC Manager reviews tt are being worked daily End Customer Service Opens up TT Gather Account authorized contacts, customer acct number & Pin 46

47 Setting Customer Expectations Separate IT Services Invoice IT Services Welcome Letter IT Services Terms & Conditions and Schedules 47

48 ANY QUESTIONS? 48

49 APPENDIX 49

50 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? If yes, EarthLink can provide more functionality by upgrading their 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 a week versus months. If no, where are your applications running? Applications are running within their office locations; Opportunity to offer back up in our virtual data centers. Applications are running in an offsite data center. Still an opportunity to offer back up in our virtual data center. 50

51 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. If backup is off site... We can replicate your environment to one of our data centers, or probe to see if their environment is virtualized or probe to see if they require remote access to their 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. 51

52 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. Do you need more storage? If yes, with EarthLink Cloud Hosting you would be able to have access to computing storage capacity you need quickly. You only pay for the capacity you need. No contracts. If no, probe for changing computing capacity 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 52

53 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... Within 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. EarthLink s Cloud Hosting reduces costs of your computing environment... Let EarthLink, manage and maintain your applications in the cloud. Running your applications in the EarthLink s 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. 53

54 Qualifying Prospects Do you run a mail server at your office? Do you run a finance system (QuickBooks, Act, etc.)? Do you run a Customer Relationship Management (CRM)/Enterprise Resource Planning (ERP) System in-house? Do you host a Small Business Server or Terminal Server? What is you current Backup Process and DR plan? Are you running Server/Exchange 2003 and plan to Upgrade? Yes? Cloud Services Opportunity