MANAGED SERVICES - Best Practices for Security SolutionsGreg Dixon, Technology Evangelist, ScanSource, Inc.

Centralized control

was replaced by

distributed control

Expensive hardware

was replaced by

cheap hardware

Complicated maintenance

was replaced by

easier maintenance

Out sourced service (MFG/VAR)

was replaced by

in-house service (Help Desk)

20th Century

The Evolution of IT Services

Distributed control

was replaced by

Centralized Control

Cheaper hardware

was replaced by

Less hardware

Easier maintenance

was replaced by

Automatic maintenance

In-sourced service (HD)

was replaced by

Out-sourced service (MSP)

21st Century

The Evolution of IT Services

• The movement of a market from a differentiated value proposition to undifferentiated price competition.

Commoditization

• Smaller deals based on economic pressures• Commoditized hardware• Easier to get, use, support

• Some hardware moved to the Cloud

Less margin on less hardware

• Perpetual licensing replaced by monthly usage model.

Less margin on cloud software

The Realities of Business

www.getstuffcheap.com

Response to Reality

Old Deal Profile:

Cameras (32) ----- $20k

Server/Stg (4) ---- $12k

Switch (4) ---------- $4k

Cable---------------- $2k

Software (4) ------- $5k

Installation -------- $12k

Annual Service Contract -------------------------$1k

Total = $56,000

New Deal Profile:Cameras ---------- $10k

Server/Stg --------- $0k

Switch (4) ---------- $3k

Cable --------------- $2k

Software ---------- Hosted

Installation -------- $6k

Managed Service Contract ------------------- $??/monthly

Total = $21,000

?!

$$ - Revenue & Margin

Time

$$ Now $$ Later

• Getting Started:• Carrier Services• Email Hosting• DR / BU Services

Add NEW incremental services

Sell more Services

MSP Business Model

Managed Services model - an ongoing contractual arrangement in which the MSP remotely monitors, manages and updates a customer’s technology devices infrastructure, systems, and services.

Billed on a flat rate monthly plan (3 year contract)

Based on a Service Level Agreement - SLA

Contract re-evaluated periodically

MSSP Business Model

Managed Security Services Provider - an ongoing contractual arrangement in which the MSSP provides remote monitoring and verification, video storage, manages and updates a customer’s security devices, analytics, infrastructure, systems, and services.

Billed on a flat rate monthly plan (3 year contract)

Based on a Service Level Agreement - SLA

Contract re-evaluated periodically

• Keeps pace with current trends in technology delivery

• Protects customer base• Efficient method to sell more profitable services• Sustainable long-term business model

Reasons to start:

• Cloud computing may bring a different model.• Unconvinced about cloud computing.• Unsure of the ROI• Concerned over near-term cash flow

Reasons to wait: “The long-term lifeline for much of today’s IT channel.”

CompTIA

MSSP Transformation

• Decide to be successful• Write it in your business plan

• Focus on your markets and customers• What services do they need?

• Start with a small portfolio• 2-3 services that complement your current business

How to start:

• Takes time and planning and investment• New sales and technical skill sets• New pricing model – SLA and new metrics• New compensation model - annuity• www.comptia.org/members/managedservices• Automated delivery brings efficiency and profitability

VAR MSSP

MSSP Transformation

• Professional Services Automation software - PSA• Business process automation and management• Service desk automation, billing, project management, and

customer account management.• Tiger Paw and ConnectWise

• Remote Monitoring & Management software - RMM• Monitor technology for potential problems• Aid in solving problems without dispatching personnel• Remotely manage consistency, security, users,

policies, analytics…• In your NOC or in the cloud

Tools you may need:

MSSP Transformation

Managed Security & Video Surveillance

Mobile Device Management

Wireless Network Management

Managed Services for Security Solutions

Network Management

Desktop Management

Mobile Device Management

Email / Intranet / Internet

Help Desk / Problem Management

Server/Storage Management

Security Policy Management

Payment Gateways

IT Asset Management

Application/Database Management

Backup/Restore/Disaster Recovery

Managed Services for IT

Managed Services for Security Solutions

• White Box solution – Your Brand• Loss of video from a camera• Bandwidth Management• Storage Management• Multi-site consolidation• Periodic Security Assessment

and Adjustments

Managed Security & Video Surveillance

• Access Point setup and initial configuration

• Monitoring and re-configuration

• Manage security of wireless network

• Manage network by zones and VLANs

• Manage bandwidth issues and over-subscription

Wireless Network Management Motorola WaaSRuckus ZoneDirector Remote

Managed Services for Security Solutions

SOTI MobiControl

• Network access• Application management• Content/data security

policies• BYOD policies• Device alerts

• Lost/stolen device• O/S – F/W - runtime

management• Remote application help

desk

Mobile Device Management

Managed Services for Security Solutions

Tyco Pulse

• Opportunities for new solutions

• Opportunities for new services• WLAN & MDM / MAM

• Opportunities for the next gen customers• Expectation of unlimited

mobility, storage and flexibility.

Mobility

Thank You