1
Virtualization & Data
Center Services Training
Agenda
•
Product Definition
– Network Drawings/Architecture
– Demo
– Features/Benefits
– Sales Tools – Collateral, Website, Marketing Tools, etc.
•
Sales Landscape
– Target Prospects
– Applications
– Competitive Landscape
•
Sales Procedure
– Sales Procedure Overiview
– Implementation
– Support
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The 3 P’s
•
P
urpose
–
What Is This All
About?
–
What Are Our
Objectives?
•
P
rocess
–
How Will We Do It?
•
P
ayoff
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
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Process – How will we do it?
•
Overall IT Services Training Development Plan
–
Pretest Questionnaire to Establish Baseline
Knowledge
–
Three Product Training Webinars
Payoff – What is in it for me?
By taking this course you will:
–
Enhance your ability to successfully sell EarthLink
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WHAT IS CLOUD
COMPUTING?
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)
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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
Characteristics of Cloud Computing
Customer can access computing resources automatically
On-demand self-service
Customer can access these resources in numerous ways: laptops, PDAs, mobile phones
Ubiquitous network access
Location independent
resource pooling It doesn’t matter where the resource is physically located
Measured service Rapid elasticity
Service is metered so that the cloud controls the resource to provide the best performance
Capabilities of the service can seem limitless to the consumer because they can scale up and down rapidly
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Virtualization
•
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
Technology that enables providers to offer cloud
computing services such as Cloud Hosting
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Virtualization Services
•
Cloud Hosting
•
Dedicated Servers
•
Backup / Disaster Recovery
Data Center Services
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
Features:
• Control Panel - VMware 5.0 vCloud
• Redundant High Availability Firewalls
• SAN Storage - Equallogic RAID10
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.
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Cloud Hosting Components
•
Cloud computing is sold in terms of Compute
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Account Creation:
• Contract Based Sign Up
• Manual Provisioning, Fully web based • https://vcloud.earthlinkcloud.com/cl oud/org/elcloud/
Demo:
• Create vApp • Migration to vCloud • Create a VM ServervCloud 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.
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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.
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
http://www.vmware.com/technical-resources/advantages/guest-os.html
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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
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:23 23
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
•
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.
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• 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
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• 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
Benefits:
• Cost effective
– Competitive pricing • Redundancy
– Redundant cooling, power and connectivity
• Security
– 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
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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
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.
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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
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Current end of life hardware & limited CAPEX
Poor data center facilities to meet growing computing &
storage needs
Little knowledge of virtualization, but want to leverage this technology. Offer Cloud Hosting for testing or
development environment
Existing server farms & looking to reduce costs via
virtualization or cut IT operational costs
Need for staging environment to upgrade software, operating systems, and email versions while
Have VMware & want to extend their virtual machines
without investing in
additional servers & software
Targeting & Positioning Cloud Hosting - SMB
Businesses that have:
Growing
computing needs, but limited budget
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Dedicated
environment, but want to avoid CAPEX
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
Greater control over the computing environment but having these servers outside
their data centers
Targeting & Positioning Dedicated Server - SMB
Businesses that require:
High availability computing environment to run customTargeting & Positioning for Cloud Hosting - Enterprise
Need a development, QA or testing applications
For internal application development
To trial 3rd 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
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Targeting & Positioning for Dedicated Server - Enterprise
Growing constraints in their data center &
require dedicated hardware and appropriate network
bandwidth
Large hardware and VMware 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
Ideal for Businesses with:
High volume email and/or data base
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• 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.
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• 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
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Virtuali-zation Security Email Network Support Service Depth
Amazon Rackspace Secure Works Perimeter eSecurity Windstream CBeyond Intermedia EarthLink
Excellent Very Good Good Fair Low
Virtuali-zation Security Email Network Support Service Depth Amazon Rackspace Secure Works Perimeter eSecurity Windstream CBeyond Intermedia EarthLink Infrastructure as a Service Security Services Email/Collabor-ation Services Specialization Connectivity Services Total IT Services
Product Positioning - Specialization
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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 Email
•
There is a difference when looking at Specialized
Virtuali-zation Security Email Network Support Service Depth Amazon Amazon – SMB Market 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
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
Infrastructure as a Service:
Loses all advantages Loses many advantagesSpecialization Positioning - SMB
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Sales Procedure Overivew
Solution is proposed to customer with ITSC, AE and SE
ITSC will design & quote the solution. The solution will be reviewed with SE/AE Send COP form to [email protected]
Fill out the Customer Opportunity (COP) Form with SE Engage your SE and qualify the IT Services Opportunity
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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
Support Process
IT Services SupportSupport
Level 1 Support resolves issue and
sends correspondences back to customer via e-mail
Level 1 Tech Escalate to a level 2 Tech
Customer Service Opens up TT
Customer Service chooses the appropriate dept to forward e-mail too
for level 1 support
The Customer Service Rep reviews TT and assigns Dept, Category,
Severity & Scope in dropdown. Customer Initiates a e-mail
at Support@EarthLinkIT. com or calls 1-800-957-4872 TT is automatically generated in MOSS from customer e-mail TT system automatically sends customer e-mail notification that TT
has been rec’d
End NOC/SOC
Manager reviews tt are being worked
daily
Gather Account authorized
contacts, customer acct number & Pin 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
Level 1 support verifies category, severity and scope is
correct and If not they will set sub category
Level 1 Tech replies to TT notifying ticket has been escalated to
Level 2. and keeps ticket in-progress
Customer Services Rep. resolves TT and
sends correspondences back to customer via e-mail Yes
No
Level 2 Tech resolves issue and sends correspondences back to customer via e-mail
NO TF Number Is it a simple TT and can be resolved by Customer Service Rep?
Can level 1 Support complete ticket?
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Setting Customer Expectations
•
Separate IT Services Invoice
•
IT Services Welcome Letter
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If no, where are your applications running?
If yes,
Probe for upgrade or capacity increase? What applications are
you running? Email, file servers, SQL, Quickbooks, CRM and other applications
Are you running Exchange 2003 or Windows 2003? Do you have platforms that you need to upgrade?
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.
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. Do you need more
computing and / or storage capacity for your existing applications?
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If backup is to tape? If backup is off site . . .
If backup is on site. . . Where are you
backing up your data? On your premise or off site. Is it tape backup?
Identifying Cloud Opportunities
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
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.
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
Do you have changing computing requirements? Do you need more storage?
Do you need to augment computing for test or development environment?
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.
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 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 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 If no, probe for changing
computing capacity If no, probe for computing storage needs.
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EarthLink’s Cloud Hosting provides you high availability
& performance. . . EarthLink’s Cloud Hosting
reduces costs of your computing environment . . .
EarthLink’s Cloud Hosting provides redundant, highly
secure computing infrastructure. . . 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.
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.
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.
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.
• 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?
Qualifying Prospects
Yes?
Cloud Services Opportunity
