ca csdp: enabling service providers to grow sales, speed service delivery and boost operational...

CA CSDP: Enabling Service Providers to Grow Sales, Speed Service Delivery and Boost Operational EfficiencyBrian Hughes Mark Andrews

MCX07S #CAWorld

CA Technologies Fujitsu UK & I VP, Product Management Enterprise Management Lead Architect

Management Cloud

3 © 2014 CA. ALL RIGHTS RESERVED.

Agenda

SERVICE PROVIDERS STATE OF THE MARKET

CA CSDP OVERVIEW

CA CSDP CASE STUDY – FUJITSU UK & I

CA FOR SERVICE PROVIDERS

Q & A

1

2

3

4

5

Service Provider State of the Market


Value Added Resellers

Distributors

System Integrators

CONVERGENCE OF THE IT SERVICES INDUSTRYFUELED BY CLOUD COMPUTING

Cloud Service Providers

Hosting Providers

Traditional Managed Service Proividers

Telco ProvidersManaged Service Provider Players

What we are seeing in the MarketThe convergence factor is changing the competitive landscape

6

Value-add Services Are Key to Differentiate

Applications are Central to Service Providers’ IT Customers

Service Delivery Speed is Critical to Capitalize


Multi-Service Silos Challenge Speed, Create Complexity, Cost

Multiple services often result in non-standard service delivery silos

Non-standard silos inhibit opportunity pursuit

Non-standard silos inhibit service provider’s business

Speed to service is critical


IT organizations are turning to Service Providers to bridge the growing innovation gap

CA Service Providers

Business, rewritten by software™From entertainment to communications to finance, applications are rewriting the world in which we live…

Business Demands Increase Innovation Increase agility Increase service levels Increase security

CA Areas of Expertise

Enterprise IT capacity Often insufficient to meet business demands

Innovation Gap

Q7: What are the major obstacles to Innovation at your org? % Responses, Base: Total 800

Lack

of

avai

lab

le b

ud

get

Can

’t t

hin

k/in

fo o

verl

oad

Po

litic

al r

isk

of

failu

re t

o g

reat

Inef

fect

ive

pro

cess

mgm

nt

Lack

of

skill

s/h

um

an r

eso

urc

es

Lack

of

top

-do

wn

man

dat

e

No

rew

ard

s to

ince

nt

inn

ova

tio

n

Lack

of

the

righ

t te

chn

olo

gy

Rap

id o

rgan

izat

ion

gro

wth

Ab

ility

to

iden

tify

new

op

s

Po

or/

limit

ed in

form

atio

n

Obstacles to Innovation

IT Value Transformation Levers DevOps, IM, APM IAM, Mobility , APIs Modern ITSM, Big Data Cloud, SaaS

Key Requisites for Transformation Success People Process Technology

Significant IT Transformation

Required to Support App Economy

Initiatives

Internal IT Often Lacks the Capacity and

Expertise to Effectively Transform and Innovate CA Service Providers

can Fill Gaps w/ Multiple Service

Offerings Enabling App Economy Success


MSP Priorities – By Number of Services OfferedMulti-service providers: Improve Technical Capabilities and Transition to the Cloud

Note: Respondents were asked to “Check up to three” priorities and therefore number of responses may vary across segments

MSP Priorities(% of respondents that chose each)

MSP Priorities by # of Services Offered(% of respondents that chose each)

-5%

-10%

-1%

-3%

-10%

-9%

-5%

Segment: Aggregate (n=813) Less than 3 (n=214) 3-6 Services (n=167) 7+ Services (n=209)

25%

26%

31%

31%

32%

35%

36%

1

2

3

4

5

6

7

3%

2%

3%

2%

8%

3% 2%

9%

3%

3%

10%

4%

-3%0%


Management Software Solution PreferencesIn total, respondents prefer “Multifunctional Modules”, “Best of Breed” solutions, “On-premise” software delivery, and Licensing pricing models

Discrete vs. Packaged Solutions

Integrated Suite

Discrete Point Solutions

Multi functional modules

Price vs. Quality

Good Enough

Lowest Price

Best of Breed

Delivery Model

SaaS

On Premise

Sourcing Contract Model

Subscription Model (On Demand)

Revenue Share

53%

26%

21%

0%

20%

40%

60%

80%

100%

1

63%

37%

0%

20%

40%

60%

80%

100%

1

59%

39%

2%

0%

20%

40%

60%

80%

100%

1

46%

36%

15%

2%

0%

20%

40%

60%

80%

100%

1

Short Term License (<3 years)

Long Term License (3 years or more)


Key Findings

Improved User Experienceby Delivering a Unified

Catalog of Services

Increase Efficiency of Service Delivery Operations and

Client Management

Accelerating the Delivery of New Services

to Market

SERVICE PROVIDER NEEDS

CSDP Overview


Service Provider Process Flow Order To Cash

SecureThe Process

Stand up anew service

Calculate the SLA

Monitorthe services & resources

Operate the service

Manage demand

Provision the resources

IdentityAccess Data

Take an order

Feed billing service

CA CSDP


CA Cloud Service Delivery Platform (CSDP)

Retail Co Finance Co ISV Co

Customer Self-service PortalM

on

ito

rin

g Sv

c

Iden

tity

Mgm

nt

Serv

ice

Mo

bili

ty M

gmn

tSe

rvic

e

DC

IM M

on

ito

rin

g Se

rvic

e

Ap

p T

esti

ng

Svc

Cu

sto

m S

ervi

ce

Government

$ $ $ $ $ $

Service Offerings

IaaS

Apps

Apps

Managed Service Offerings


RFP

Bid Assessment

Estimate

Quote

Design

Build

Test

Deploy

Onboard

Fulfillment

Monitor

Policy Setup

SLM, Quality

No linkage to enable fulfillment Effort to maintain service levels Risk of encountering service issues

Each service is unique, one off Each service incurs significant cost Suboptimal service quality

High costs Limited opportunities Leaves money on the table Limited growth

Sales Phase

Solutions Phase

Operations Phase

Leverages intelligence Automate operations Maximize service levels.

Solutions Phase is bypassed Standard service offerings No design, build, test required

Sales phase significantly reduced Increases pipeline, profitability Yields cumulative benefits

Standard service

offerings

Custom, costly, one-off builds

Repeat Repeat

Service DeliveryWithout CSDP With CSDP


Who Benefits from CSDP Inside Your Business

Your Customer MSP Head of Sales MSP Operations Services Developer

Problem: Poor customer experience

Simplify purchase of new services, current static displays and inconsistent sets of options makes for a poor customer experience

CSDP SOLUTION:

Simplified self-service

Aids SP in Journey to customer self-service, enables a rich consistent service catalog, enhanced user experience

Problem: Slow customer onboarding, slow time to market

Once onboard, looking to cross sell multiple other offerings but has to shorten time to market

CSDP SOLUTION:

Encapsulates service offerings for consistent, accelerated delivery

Services are provided from a single user experience, packaged with GTM content to speed time to market

Problem: Cautious due to complexity of services infrastructure

Each additional service requires different skill sets, reference architectures, etc.

CSDP SOLUTION:

Consistent, automated delivery of services can reduce service delivery cycle time

Consistent service delivery layer, plug-in architecture, enables automated provisioning, improves competitive position

Problem: SP channel not enabled for full revenue-generating potential

SPs touch thousands of potential customers, challenge to equip partners for expedient and maximum penetration w/ service offerings

CSDP SOLUTION:

Once inside the Service Provider’s environment CSDP accelerates services deployment


Service Delivery Capability

End User Portal or Integration

Self Service

Services Ready Catalog

Service Orchestration

Resource Provisioning

Automated Monitoring

Perf & Fault Management

Service Quality Management

SLA Management

Metering

Inventory Management

Billing or 3rd Party Integration

End to End Automation

Pre Packaged VM appliances

Service Provider Best Practices

Comparative Matrix – Platform ProvidersCSDP: Purpose-built for Modern IT Service Delivery

CA CSDP

Other Service Delivery Solution / Platform Suppliers

Co

re O

per

atio

nal

Pro

cess

es

Other Platform Suppliers

CSDP Case Study – Fujitsu UK & I


Consolidation of Toolsets – Solutions Before CSDPFujitsu IaaS Private Hosted

Customer 2

EnterpriseManagement

Toolset 1

Shared Single Pane of Glass & Reporting

TfS Shared Service Desk

Customer 3 Customer 1 Customer 4

Fujitsu IaaS Trusted Public

Customer 5 Customer 6


Toolset 2


Toolset 3


Toolset 4


Toolset 5


Toolset 6

InconsistentDifferent SLA’s,

monitoring standards and

policies

High CostSeparate toolsets

designed, deployed and integrated for

every customer

InefficientSupport teams have to use & learn multiple

solutions


Consolidation of Toolsets – Solutions After CSDPFujitsu IaaS Private Hosted

Customer 2

Shared Enterprise Management Toolset

Shared Single Pane of Glass & Reporting

TfS Shared Service Desk

Customer 3 Customer 1 Customer 4

Fujitsu IaaS Trusted Public

Customer 5 Customer 6

ConsistentCommon approach

to service for all customers

Lower CostOne shared

solution reducing cost & quick to

deploy

Great ServiceCommon efficient working practice

across all customers


Before CSDP

Fujitsu Service Delivery Re-Defined

Account controlled design– Each account different

Diverse Service Definitions Little centralisation of operation

Monitor Monitor

MonitorMonitor

Patch

PatchPatch

Asset Report

Asset Report

Asset Report

Central Service Toolset

Patch

Build

Build

Monitor

MonitorPatch

Asset Report

Build

After CSDP

Centralized design & operation Catalogue of services Structured, Extensible Fast-deploy to new accounts

Central Shared Service

MonitorPatch

Build

Asset Report

New Service

New Service

Structured process & standard training


7,000 servers +1,500 servers

Fujitsu Service Delivery Cost Comparisons

Shar

ed S

ervi

ce

More Customers Cost Less Future expansion requires no investment in

service definitions, service setup, or training

Savings on every future deal

Sin

gle

Cu

sto

mer

One Customer Costs More Every future customer will repeat the spend

No economies of scale savings

£100% CostInfrastructure

Build & operate over 5 years

£130% CostInfrastructure

Build & operate over 5 years


Fujitsu UK&I – CSDP Based ServicesSe

rver

Mo

nit

ori

ng

Sto

rage

M

on

ito

rin

g

Serv

er P

atch

ing

(O/S

)

Ass

et In

form

atio

n

Rep

ort

ing

Au

to C

all L

ogg

ing

(TfS

)

Info

rmat

ion

Lin

k to

CM

DB

(Tf

S)

Serv

er

Pro

visi

on

ing

Cap

acit

y In

form

atio

n

Rep

ort

ing

Futu

re

Serv

ices

DELIVER

ENABLE

CSDP MANAGEMENT TOOLS

CSDP AUTOMATION

CSDP CATALOGUE

SERVICE DESK & CMDB


For More Information About Fujitsu

Visit the Fujitsu Booth OC603 [OpsCenter]

Attend the Fujitsu Presentation on Tuesday 12.30

– Session PAT02S – Maximize Efficiency and Agility with

Fujitsu Data Center Management & Automation

Attend the Fujitsu Presentation on Wednesday 10.30

– Session MCT07S – Leveraging Cloud Service

Management to Drive New Business Opportunities for

the Service Provider

CA for Service Providers


Accelerate Your Service Provider Business With CA

CA CSDPOptimize operational efficiency and speed service delivery by achieving business agility.

CA Solution PortfolioFuel standardization agility and speed with service offerings for every stage of the app lifecycle.

CA Service Provider Center of ExcellenceLeverage our unmatched expertise and service

resources to speed business evolution.


For More Information

To learn more about Management Cloud,

please visit:

http://bit.ly/1wEnPhz

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For Informational Purposes Only

This presentation provided at CA World 2014 is intended for information purposes only and does not form any type of warranty.

Content provided in this presentation has not been reviewed for accuracy and is based on information provided by CA Partners

and Customers.

Terms of this Presentation

ca csdp: enabling service providers to grow sales, speed service delivery and boost operational...

Technology

innovateca service providers

service provider state

service providers togrow

service providersq a12345

service silos challenge

services n

services industryfueled

costmultiple services