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SERVICE OVERVIEW MANAGED CLOUD SERVICES

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SERVICE OVERVIEWMANAGED CLOUD SERVICES

SERVICE OVERVIEWMANAGED CLOUD SERVICES

www.servercentral.com | [email protected] | +1 (312)829.1111 | 111 W. Jackson Blvd. Suite 1600 Chicago, IL 60604

ContentsCloud Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3 Managed Private Cloud . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3 Managed Enterprise Cloud . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3 Managed Amazon Web Services (AWS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3Cloud Storage Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4 Managed Multi-Tenant Storage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4 Managed Dedicated Storage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4 Managed Object Storage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4 Managed AWS Storage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4Service Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 Key Features and Benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Cloud Adoption/Cloud Migration Process . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 1 . Discovery and Assessment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 Core Infrastructure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9 Networking and Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Business and IT Governance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 2 . Build and Migrate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Cloud Migration Roadmap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 3 . Ongoing Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Change Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Incident Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Provisioning Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Patch Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Access Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Security Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Continuity Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Monitoring and Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 4 . Optimization and Evolution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Service Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 General Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Regular Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Service Interaction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Additional Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17About ServerCentral Turing Group (SCTG) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Supprting Documents – Managed Cloud Service Configurations SCTG Managed Private Cloud SCTG Managed Enterprise Cloud SCTG Managed Amazon Web Services

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SERVICE OVERVIEWMANAGED CLOUD SERVICES

www.servercentral.com | [email protected] | +1 (312)829.1111 | 111 W. Jackson Blvd. Suite 1600 Chicago, IL 60604

Cloud ServicesOne of today’s most strategic and valuable Information Technology (IT) services is “the cloud.”

ServerCentral Turing Group (SCTG) provides a full spectrum of Managed Cloud Services for our customers. Managed Cloud Services are delivered from SCTG’s global data centers as well as third-party public cloud platforms including Amazon Web Services (AWS).

SCTG currently offers three types of Managed Cloud Infrastructure: Private Cloud, Enterprise Cloud, and Public Cloud. Private Cloud and Enterprise Cloud are offered using infrastructure in SCTG’s global data centers. We currently support Amazon Web Services (AWS) for public cloud infrastructure solutions.

Managed Private CloudSCTG’s Managed Private Cloud Service is a flexible, scalable, and secure Infrastructure as a Service (IaaS) offering, deploying private infrastructure to meet a Customer’s specific needs. Managed Private Cloud is delivered on an enterprise-class stack, including redundant servers, multi-gigabit networking, high performance storage, and an enterprise-class VMware-based virtual-ization platform, all architected for a Customer’s application requirements. Customers are allocated resource pools on dedicated hypervisors with Managed Private Cloud. Each resource pool includes a flexible configuration of network, compute, memory, storage, and security services, as well as the software and access methods required to utilize the cloud resources.

Managed Private Cloud is delivered from SCTG data centers in multiple geographies, giving Customers the option to deploy resources in the most appropriate locations.

Learn more at https://www.servercentral.com/private-cloud/

Managed Enterprise CloudSCTG’s Managed Enterprise Cloud Service is a flexible, scalable, and secure IaaS offering, allowing customers to dynamically scale resources in response to changing business needs. Enterprise Cloud is delivered on an enterprise-class stack, using redundant servers, multi-gigabit networking, high performance storage, and an enterprise-class VMware-based virtualization platform, all architected for applications with performance requirements. Customers are allocated resource pools in Enterprise Cloud. Each resource pool includes a flexible configuration of network, compute, memory, storage, and security services, as well as the soft-ware and access methods required to utilize the cloud resources. Managed Enterprise Cloud is delivered from SCTG data centers in multiple geographies, giving Customers the option to deploy resources in the most appropriate locations.

Learn more at https://www.servercentral.com/enterprise-cloud/

Managed Amazon Web Services (AWS)SCTG’s Managed AWS Service provides Assessment, Development, Migration, ongoing Management and Optimization/Evolution of AWS infrastructure so customers can remain focused on their applications and running their business. SCTG best practices are implemented throughout the process to minimize operational overhead and risk. The Managed AWS Services addresses all aspects of cloud infrastructure operations for our customers. The service delivers a complete AWS infrastructure environment including network, compute, memory, storage, and security services. Managed AWS is supported across all AWS Availability Zones, giving Customers the option to deploy resources in the most appropriate locations.

Management, system administration, monitoring, and support for all Managed Cloud Services is provided 24x7x365 by SCTG’s Service Desk.

Learn more at https://www.servercentral.com/managed-aws/

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SERVICE OVERVIEWMANAGED CLOUD SERVICES

www.servercentral.com | [email protected] | +1 (312)829.1111 | 111 W. Jackson Blvd. Suite 1600 Chicago, IL 60604

Cloud Storage ServicesServerCentral Turing Group (SCTG) provides a full spectrum of managed cloud storage services for our customers. SCTG Cloud Storage offerings are flexible, scalable, and secure, allowing customers to dynamically scale storage in response to changing busi-ness needs. Managed Cloud Storage Services are delivered from SCTG’s global data centers as well as third-party public cloud platforms including Amazon Web Services (AWS), giving Customers the option to deploy resources in the most appropriate locations.

Managed Cloud Storage is architected for support of applications and data with performance requirements.

SCTG currently offers four types of Managed Cloud Storage Services: Multi-tenant Storage, Dedicated Storage, Object Storage, and AWS Storage.

Managed Multi-Tenant StorageCustomers are presented with access to the raw disk via iSCSI (block) format. End-to-end compression and encryption are provided. Managed Multi-Tenant Storage is delivered on a multi-tenant enterprise-class SAN, using redundant active/passive controllers and redundant multi-gigabit network connections.

Managed Dedicated StorageCustomers are presented with access to the raw disk via iSCSI (block) format. Inline de-duplication, end-to-end compression and encryption are provided. Managed Dedicated Storage is delivered on a private enterprise-class SAN, using redundant active/passive controllers and redundant multi-gigabit network connections.

Managed Object StorageManaged Object Storage can be delivered as a dedicated or shared service. Customers are presented with an AWS S3-Compatible interface and API.

Managed AWS StorageManaged AWS Storage is available for Amazon’s EBS, EFS, FSx, S3 and Glacier services. Managed AWS is supported across all AWS Availability Zones, giving Customers the option to deploy resources in the most appropriate locations.

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SERVICE OVERVIEWMANAGED CLOUD SERVICES

www.servercentral.com | [email protected] | +1 (312)829.1111 | 111 W. Jackson Blvd. Suite 1600 Chicago, IL 60604

Service OverviewAs enterprises move towards adopting the cloud at scale, some find that their people need help and time to gain cloud skills and experience, or that it just makes business sense to let a skilled Managed Services Provider operate their cloud infrastructure. Managed Cloud Services (MCS) from ServerCentral Turing Group (SCTG) operates the cloud on your behalf, providing a secure and compliant solution that includes a proven enterprise operating model, ongoing cost optimization, and day-to-day infrastruc-ture management. By implementing best practices to maintain your infrastructure, SCTG MCS reduces operational risk and unburdens businesses from infrastructure operations so they can direct resources toward transforming their businesses.

Enterprises that want to adopt cloud services at scale often find that the skills that have served them well in traditional IT do not always translate to success in the cloud. Rather than working to introduce new skills, tools and processes over time in order to reap the benefits of the cloud, SCTG MCS lets you start migrating to the cloud the moment you’re ready. MCS helps organiza-tions close the skills gap and create innovation in the cloud that helps transform their IT culture.

SCTG MCS accelerates cloud adoption by defining a standardized operating environment and common application stack templates for use by both cloud-native and traditional workloads. It is a turnkey service that augments or replaces your infra-structure management capabilities, in addition to supporting existing operational processes.

Managed Cloud Services from ServerCentral Turing Group (SCTG) includes the following service phases:

• Discovery and Assessment• Build and Migrate• Ongoing Management• Optimization and Evolution

Turning over infrastructure management to SCTG allows customers to remain focused on their applications and their business, while SCTG handles all customer infrastructure needs. SCTG best practices are implemented throughout the process to mini-mize operational overhead and risk. Common management activities including, but not limited to, change requests, elasticity (scale requests), monitoring, patch management, security, and backup services are automated to maximize the efficiency and effectiveness of customers’ day-to-day operations. Managed Cloud Service takes into consideration customers’ IT governance, security, and compliance policies, ensuring solution and application development can occur using each customers’ preferred development approach. Managed Cloud Services from SCTG address all aspects of cloud infrastructure operations– serving as the foundation for both overall customer business success and innovation-related goals and initiatives.

Managed Cloud Services can be architected and managed in multiple ways. They are generally designed to support full redun-dancy and are configured for automatic failover for compute and networking resources. Managed Cloud Services can option-ally include application development, re-factoring, or re-architecting to fully optimize customer use of the cloud environment according to their needs. All management, system administration, monitoring, and support is provided 24x7x365 by SCTG’s Service Desk.

The service covers a complete cloud infrastructure environment including network, compute, memory, storage, and security services. Customers create and manage virtual machines (VMs) or containers with complete control over VM or container provi-sioning, size, and guest operating system. SCTG will optimize the performance and scalability of the customer’s infrastructure as part of the Service. Customers can also get information, request changes, and review service ticket history about their Managed Cloud Service in general through SCTG’s Customer Cloud Intelligence Portal.

6

SERVICE OVERVIEWMANAGED CLOUD SERVICES

www.servercentral.com | [email protected] | +1 (312)829.1111 | 111 W. Jackson Blvd. Suite 1600 Chicago, IL 60604

It is important to note that Managed Cloud Services enable customers to “use technology to solve business problems.” Our process methodology for getting customers to the cloud, discussed in more detail below, is based on our many years of helping customers achieve measurable business results from the use of cloud solutions. This process, which includes assessing a custom-er’s business and technology as they stand today in the light of their business goals, developing a new integrated architecture that helps solve the business problem at hand, migrating the business to the new architecture, and then providing ongoing manage-ment, optimization and evolution of the solution, can help answer some of the key “value questions” facing businesses today. Engaging with SCTG and following our process will help organizations ask the right questions before embarking on their “jour-ney to the cloud.”

Some of the key questions that our assessment methodology can help both business and IT leadership answer include:

• How can cloud benefit my business?• How do I know if my legacy or planned application is viable in the cloud?• I know cloud can benefit my business, but how do I go to the cloud?• Where do I start with cloud? Should I focus on the application or the data?• What type of cloud should I consider? Where do I look for the on-ramps?• What are the financial considerations for going to the cloud? How can I afford it?• What are some Business Operations changes and challenges with the cloud?• What should I consider when choosing a Service Provider?• How do I manage my data in the cloud?• What effects does cloud adoption have on security and compliance?

A fully-optimized Managed Cloud Services deployment is insured by engaging SCTG to do an Assessment/Roadmapping exer-cise prior to implementing Managed Services. Fully understanding a customer’s existing environment and business goals are key to undertaking a “journey to the cloud” and to making sure a Managed Cloud Services bundle is optimized to customer needs. The Assessment/Roadmapping project corresponds to the “Discovery and Assessment” phase of Managed Services mentioned above and discussed in more detail below. Assessment results can be used to guide a “Build and Migrate” project phase that includes the build-out of the recommended cloud solution resulting from the “Discovery and Assessment” phase. The “Build and Migrate” phase helps prepare a customer’s environment for value delivery through the cloud. The “Ongoing Management” and

“Optimization and Evolution” phases include the day-to-day management, and ongoing optimization and evolution of the speci-fied “basket” of cloud Managed Services a customer engages SCTG to perform on its behalf, based upon what was recommended during “Discovery and Assessment.”

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SERVICE OVERVIEWMANAGED CLOUD SERVICES

www.servercentral.com | [email protected] | +1 (312)829.1111 | 111 W. Jackson Blvd. Suite 1600 Chicago, IL 60604

Key Features and BenefitsManaged Cloud Services from SCTG addresses all aspects of cloud infrastructure operations for customers so they can remain focused on their applications and their business.

Key features and benefits of the Service include:

Helps Customers Achieve Operational ExcellenceManaged Cloud Services includes the daily operations of customer cloud infrastructure. Through monitoring, automation, and self-service tools, SCTG keeps customer infrastructure current and secure, quickly recognizes and responds to events, and enables customers to easily request changes based on their needs. Simply put, Managed Cloud Services keeps customer cloud operations running, so customers can focus on running their business.

Provides Security and Governance That Increases Customer ConfidenceManaged Cloud Services provides standardization for deployments and supports compliance with customer internal policies. Our operating environment and infrastructure templates adhere to public cloud architecture best practices to provide basic governance, control, and security that are paramount to a customer’s business.

Strong Customer Advocacy and SupportWith Managed Cloud Services, customers are assigned a dedicated SCTG Service Delivery Manager. While SCTG becomes accountable for the operation of the customer’s cloud infrastructure, customers retain control to build and run their applications, and gain advocacy and support to help them focus on innovation.

Access to Certified EngineersSCTG Managed Cloud Services provides customers with access to a strong team of professionally certified cloud technology specialists.

Security and Compliance LeadershipSCTG systems comply with the leading certifications/compliances in the industry including PCI-DSS, HIPAA, HITRUST, SOC2, etc.

Access to SCTG Customer Cloud Intelligence PortalCustomers can get information, request changes, and review service ticket history about their Managed Cloud Service through SCTG’s Customer Cloud Intelligence Portal. They can also track the health of their service with real-time, integrated intelligence accessed through this portal.

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SERVICE OVERVIEWMANAGED CLOUD SERVICES

www.servercentral.com | [email protected] | +1 (312)829.1111 | 111 W. Jackson Blvd. Suite 1600 Chicago, IL 60604

Cloud Adoption/Cloud Migration ProcessMany organizations are actively studying how to best take advantage of the business and technology benefits provided by cloud services. For most organizations, the IT “end game” will be a hybrid infrastructure, optimized to take advantage of the best on offer from public cloud, private cloud, Software-as-a-Service (SaaS), and colocation services, in addition to maintaining onsite infrastructure where required. SCTG Managed Cloud Services provides comprehensive management of customer cloud infra-structure across the spectrum of public, private, and hybrid clouds. Determining which IT resources are best implemented using which cloud service requires an organization to undergo a cloud adoption analysis and cloud migration process. To help custom-ers take maximum advantage of the benefits of the services we offer, SCTG provides a cloud adoption/migration service opti-mized to help customers undertake this process of analysis and migration.

The SCTG approach to cloud adoption analysis and migration consists of four distinct phases. These four phases are:

• Discovery and Assessment• Build and Migrate• Ongoing Management• Optimization and Evolution

This four-phase approach ensures that business drivers are linked to all cloud and transformation activities. Once a customer’s infrastructure and applications are migrated to the proper cloud service, the Managed Cloud Service enables them to turn over day-to-day management of those resources to SCTG and focus on their business while we manage their systems. Each part of the four-phased adoption/migration process is discussed in more detail below:

1. Discovery and AssessmentSCTG follows a structured process of data collection and analysis via a series of interviews with key business stakeholders, IT infrastructure, and application teams to complete Phase One, Discovery and Assessment – the premigration analysis, also referred to as an Assessment/Roadmapping engagement/project. During this process, SCTG will also leverage a set of automated data collection tools to augment the findings from the in-person meetings.

The outcome of these meetings is combined with the output from the automated tools to establish a comprehensive dataset used as the basis to create several project documents. The dataset includes business rules, hardware inventories, and application inven-tories, snapshots, functions, and dependencies. This comprehensive dataset is then synthesized, and we apply our experience in engineering cloud solutions to create the migration / adoption project deliverable..

The purpose of this phase is to:

• Understand costs• Identify gaps between current infrastructure and application architecture and next-generation cloud architectures• Determine the right cloud hosting options (public cloud, private cloud, enterprise cloud, hybrid cloud) for the customer• Identify the impact to existing development and deployment modes• Understand impacts to existing licensing• Identify tools for server/application/data migrations• Create a plan with measurable success metrics

9

SERVICE OVERVIEWMANAGED CLOUD SERVICES

www.servercentral.com | [email protected] | +1 (312)829.1111 | 111 W. Jackson Blvd. Suite 1600 Chicago, IL 60604

The benefits of this phase include:

• Delivery of migration business case information• Outlining the business flexibility needed to allow the organization to change its infrastructure deployment practices so that

it can migrate to the cloud solution that is right for its business and realize the benefits of the modern and highly-scalable infrastructure the cloud provides

• Better understanding of cloud requirements and opportunities• Delivery of a business objectives roadmap

SCTG’s structured approach to enterprise IT discovery and analysis encompasses four primary areas:

• Core Infrastructure• Networking and Security• Applications• Overall Business and IT Governance Considerations

Figure 1 graphically depicts the relationship between the four (4) areas:

BUSINESS/IT GOVERNANCE

Applications

Networking and Security

Core Infrastructure

Figure 1: Focus Areas – Phase One: Discovery and Assessment

Our discovery/assessment process touches on each of these areas and consists of interviews, reviews of customer documenta-tion, and the output of various automated discovery tools. This proven method of discovery and assessment ensures an efficient and comprehensive path to attaining the foundational building blocks of a cloud migration roadmap. This migration roadmap is essential to a successfully executed cloud migration and technology transformation project. Our process ensures efficiency in the development of the migration roadmap through the creation of the artifacts (documents, analyses, toolsets, etc.) necessary to insure a smooth migration to the cloud These are artifacts are comprehensive in content and outline the details of the roadmap required to achieve cloud migration success.

The Core Infrastructure area comprises three segments: Storage, Compute, and Database. These three areas are critical in that they have a direct impact on overall performance, cost, and architecture if the solution. Each category of the analysis contains multiple layers that are designed to expose critical details necessary to properly develop the migration roadmap. Table 1 below provides more detail on the components assessed in this area:

CATEGORY LAYER COMPONENTStorage Platform • SAN

• NAS

• Direct Attached

Connectivity/Performance • iSCSI

• Fibre Channel

• Infiniband

• LUN Configuration

10

SERVICE OVERVIEWMANAGED CLOUD SERVICES

www.servercentral.com | [email protected] | +1 (312)829.1111 | 111 W. Jackson Blvd. Suite 1600 Chicago, IL 60604

The Networking and Security segment consists of multiple layers of analysis that includes a discovery of the logical network topology and the associated traffic flows. In addition, network and host security will be thoroughly examined to ensure that secu-rity profiles are well documented and prepared for transformation to the cloud environment. Table 2 below provides more detail on the components covered/assessed in this area:

CATEGORY LAYER COMPONENTCompute Physical • Bare metal

• Virtual Hosts

• Appliances

Virtual • Virtual Guests

• Virtual Appliances

Database Platforms • Resource Utilization

• Server-Side Processing

• Physical/Virtual

• Replication Strategies

CATEGORY LAYER COMPONENTNetworking Logical • Segmentation

• Routing

• Performance

Security Network • Firewalls

• SEIM

• IPS

• WAF

• Partner/Site/Client VPN

Host • Firewall

• Endpoint Protection

• SEIM

Table 1: Discovery and Assessment – Core Infrastructure

Table 2: Discovery and Assessment – Networking and Security

11

SERVICE OVERVIEWMANAGED CLOUD SERVICES

www.servercentral.com | [email protected] | +1 (312)829.1111 | 111 W. Jackson Blvd. Suite 1600 Chicago, IL 60604

The Applications segment is an area with potential for a wide range of performance and design variability. SCTG leverages vari-ous degrees of deep discovery in this area to ensure understanding of both line of business and support applications. A thorough discovery phase includes a solid understanding of critical path business and technology logic and data streams. Table 3 below provides more detail on the components covered/assessed in this area:

CATEGORY LAYER COMPONENTPrimary Applications Line of Business • Line of business applications

• Business/Technology Logic

• Loads and Volumes

• Schema and Data Types

• Application Roadmaps

• Application Users and Audiences

• Utilization Patterns

Application Support • Languages and Frameworks

• Application Dependencies

• Deployment Practices

• Software Environments

• Critical Path User Stories

Support Applications DevOps/Config Management • Playbooks

• Recipes

• Resources

Backend • ETL

• Batch Schedulers

• HA Orchestration

Table 3: Discovery and Assessment – Applications

12

SERVICE OVERVIEWMANAGED CLOUD SERVICES

www.servercentral.com | [email protected] | +1 (312)829.1111 | 111 W. Jackson Blvd. Suite 1600 Chicago, IL 60604

Understanding the Business and IT Governance requirements includes analyzing and understanding both internal and potential regulatory requirements with respect to compliance. In addition, understanding business management objectives are integral to a successful cloud migration supported by SCTG’s Project Management Office (PMO) practices and any current or future parallel technology initiatives. Table 4 below provides more detail on the components covered/assessed in this area:

CATEGORY LAYER COMPONENTBusiness Considerations General Management • Project Management/PMO Practices and Standards

• In Process or Planned IT Initiatives

IT Governance Compliance • Regulatory Considerations

• Audit Responsibilities

• Controls

• Policies

Data Recovery/BCP Technical • Application RPO/RTO

• Scope of DR Plan

Operational • Readiness Level – Cold, Warm, Hot

• Cadence – Operational Exercises

• Regular Testing and Refinement

Table 4: Discovery and Assessment – Business/IT Governance

The result of the work done during this phase of the project is the Cloud Migration Roadmap. This document/deliverable is the final output of the Discovery/Assessment project and is designed to address the customer’s business, application, platform, and service specific needs that can be met, where appropriate, by a migration to a cloud-based infrastructure.

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SERVICE OVERVIEWMANAGED CLOUD SERVICES

www.servercentral.com | [email protected] | +1 (312)829.1111 | 111 W. Jackson Blvd. Suite 1600 Chicago, IL 60604

2. Build and MigrateThe Cloud Migration Roadmap is developed using the information gleaned from the customer during the Discovery and Assessment phase of the project. The roadmap will assist SCTG and the customer in meeting the stated business objectives iden-tified during discovery and provide guidance on how to achieve those objectives within the timeframes and budget available. If the stated customer objectives cannot be met due to various constraints that are out of our control, the roadmap will provide several alternative options for customer consideration.

The high-level outline of the roadmap document is provided below. The core components of the roadmap are the Migration Strategy and Sprint Planning. These two sections provide a tangible and comprehensive timeline of identified required migra-tions that include order of operations, timing and dependencies. They are the result of careful technical and business analysis of all data identified during the discovery phases of the roadmap project.

The Migration Roadmap would include, for example:

Once SCTG and the customer agree on the steps to be implemented out of the created roadmap, the customer can engage SCTG to complete these tasks and migrate the required resources/workloads/applications to the public cloud, private clouds, or any other target infrastructure. Once the Build and Migrate phase is completed, the customer engagement moves to the Management phase. The services provided during the Management phase are the actual Managed Cloud Services to which this Service Overview refers.

BUSINESS TECHNICALBusiness Objectives Summary Findings:

Project Charter • Infrastructure

Migration Structure • Applications

• Phase 2: Proof of Concept • DR/BCP

• Phase 3: Production Migration • IT Governance/Compliance

Anticipated Risks • Other IT Initiatives

Risk Mitigation Strategies Migration Overview/Plan

Estimated Costs • Proposed Cloud Architecture

• Cloud Infrastructure • Proposed Migration Tools and Timeline

• Consulting Migration Strategy

• Licensing • Phase 2: Proof of Concept

Estimated Timing and Critical Dependencies • Phase 3: Production Migration

Project Management Overview • Risk Mitigation Strategy

• Project Management Integration Strategy • Migration Sprint Planning

• Key Milestones/Critical Path Items

• Change Management Processes

• Monitoring and Reporting, Processes and Procedures

14

SERVICE OVERVIEWMANAGED CLOUD SERVICES

www.servercentral.com | [email protected] | +1 (312)829.1111 | 111 W. Jackson Blvd. Suite 1600 Chicago, IL 60604

3. Ongoing ManagementManaged Cloud Services from SCTG delivers consistent operations management and predictable results by following indus-try-standard and proven, internal best-practices. The Service also provides comprehensive tooling and automation to increase efficiency and reduce your operational overhead and risk. The specific services/management functions offered by SCTG as part of the Service include:

Change ManagementManaged Cloud Services provides simple and efficient means to make controlled changes to customer infrastructure. For exam-ple, if a customer wants to deploy a new VM or additional storage capacity, Managed Cloud Services enables quick and easy change requests through a dedicated self-service console. Changes follow a well-defined approval process, and most changes can be executed immediately through SCTG’s automated DevOps process, while others can be scheduled for execution later.

Incident ManagementManaged Cloud Services monitors the overall health of infrastructure resources, and handles the daily activities of investi-gating and resolving alarms or incidents. For example, in the event of a compute instance failure, SCTG would recognize the failure and follow a pre-defined playbook to rectify the situation in a way that minimizes disruption to the customer’s operating environment.

Provisioning ManagementManaged Cloud Services enables customers to quickly and easily deploy cloud infrastructure, and simplifies the on-demand provisioning of commonly used, pre-defined cloud stacks. With an infrastructure designed to meet a customer’s application needs, Managed Cloud Services’ automation and integration allows customers to quickly stand up applications in either test or production environments through a self-service portal.

Patch ManagementManaged Cloud Services takes care of all infrastructure system patching activities to help keep resources current and secure. When updates or patches are released from infrastructure vendors, SCTG applies them in a timely and consistent manner to minimize the impact on customer business. Critical security patches are applied as needed, while others are applied based on the patch schedule set up by the customer. OS patch management is available as an additional service offering.

Access ManagementManaged Cloud Services provides rigor and control by applying cloud and SCTG security best practices to customer infra-structure. By configuring default cloud security capabilities SCTG Managed Cloud Services simplifies access management, and removes the complexity of managing multiple authentication mechanisms, enabling customers to use their corporate credentials to access cloud resources.

Security ManagementManaged Cloud Services protects customer information assets and helps keep cloud infrastructure secure. With available options like managed firewalls, anti-malware protection, intrusion detection, and intrusion prevention systems, SCTG manages security policies per stack, and can quickly recognize and respond to any intrusion.

Continuity ManagementManaged Cloud Services backs up customer public cloud stacks at scheduled intervals that the customer defines. In the event of a failure or outage that impacts the customer’s business, or at their request, SCTG can perform a restore of any of backups as needed.

Monitoring and ReportingWith Managed Cloud Services, customers have access to the data SCTG uses to manage infrastructure, including public cloud-supplied data (for public cloud implementations) as well as alerts from other SCTG-supplied monitoring systems. In addi-tion, customers receive a monthly summary of key performance metrics, including operational activities, events and their respec-tive impact, as well as recommendations to optimize platform usage.

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SERVICE OVERVIEWMANAGED CLOUD SERVICES

www.servercentral.com | [email protected] | +1 (312)829.1111 | 111 W. Jackson Blvd. Suite 1600 Chicago, IL 60604

4. Optimization and EvolutionSCTG recognizes and understands that each organization has unique business challenges and opportunities. As such, our approach to business and technology consulting and solution delivery is based on the guiding principle that all technology decisions should be made in support of larger business requirements, which ultimately leads to better internal and customer outcomes. Technology initiatives for technology’s sake often leads to failure, whereas the alignment of technology goals with the strategic direction and the overall initiatives of the firm produces far better and lasting positive outcomes.

Throughout our working relationship we will continue to optimize your environment and work with you to deliver the highest value technically, operationally and financially.

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SERVICE OVERVIEWMANAGED CLOUD SERVICES

www.servercentral.com | [email protected] | +1 (312)829.1111 | 111 W. Jackson Blvd. Suite 1600 Chicago, IL 60604

Service OperationsGeneral OperationsThe Managed Cloud Service is monitored by SCTG’s Service Desk and Network Operations Center. Should any issues or anoma-lies be detected with the Services, a member of the SCTG Service and/or Network team will take corrective action as planned and notify the customer.

Regular MaintenanceFrom time to time, SCTG will perform scheduled maintenance activities on the infrastructure supporting the service. Customers will be notified in advance for all scheduled maintenance. Emergency maintenance may be required and performed without advance notice. Should a service-impacting emergency maintenance be required, SCTG will use commercially reasonable efforts to notify Customer upon execution of the maintenance.

Customers may also view real time and historical graphs of the Service via the SCTG Customer Cloud Intelligence Portal located at https://cloudintel.turinggroup.com (for public cloud implementations) or https://portal.servercentral.com (for all other cloud implementations).

By default, SCTG completes regular maintenance on the following schedule:

• First Saturday of Every Month: 4:00AM – 8:00AM CST/CDT • Remaining Saturdays: 4:00AM – 6:00AM CST/CDT

During these regular maintenance windows, SCTG will make sure that all applicable operating system and application patches and updates are installed and tested. As well, SCTG engineers and system administrators will do routine system checks to make sure that no other service impacting vulnerabilities exist. As a result of regular maintenance activities, servers and sites may experience brief periods of downtime; extended downtime is not anticipated during regular maintenance. Should SCTG identify issues that will require extended downtime, Client will be contacted for approval of mitigation activities.

In certain circumstances, vulnerabilities are identified that need to be addressed outside of regular maintenance hours. In these cases, SCTG sees the threat of a server or site being compromised as high and will coordinate with customer to identify an appro-priate time to complete the necessary updates.

In any given week, regular maintenance can be rescheduled or postponed by contacting SCTG service desk no later than 5:00PM CST/CDT on the Thursday before the scheduled maintenance. Requests after this time will be honored if possible, but not guaranteed.

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SERVICE OVERVIEWMANAGED CLOUD SERVICES

www.servercentral.com | [email protected] | +1 (312)829.1111 | 111 W. Jackson Blvd. Suite 1600 Chicago, IL 60604

Service InteractionSCTG provides customers with an online Customer Cloud Intelligence Portal, allowing access to view and update account infor-mation and to open and review tickets. The portal can be accessed at https://cloudintel.turinggroup.com (for public cloud imple-mentations) or https://portal.servercentral.com (for all other cloud implementations)..

For any issues, Customers should contact the SCTG Service Desk. Support requests are monitored 24x7x365 by on-site and off-site personnel. There are three ways to contact the NOC:

• Customer Portal: Preferred method for Customers to open tickets, as well as monitor ticket status • Email: Customers can email a request for ticket to [email protected] • Phone: (888) 875-7775 or (312) 829-1111, ext2 or (312) 895-3005

For billing inquiries or to contact Sales, please call (312) 829-1111.

Customers are responsible for maintaining the list of authorized personnel in the SCTG Customer Cloud Intelligence Portal. The access list can be self-maintained by Customers and can be reached at https://cloudintel.turinggroup.com (for public cloud implementations) or https://portal.servercentral.com (for all other cloud implementations).. SCTG is not responsible for any unauthorized access or modifications to any Service due to out of date access list information.

For SCTG Managed Service deployments, Customers will need to designate contacts that can have the following access levels:

Additional InformationFor additional information on each individual Managed Cloud Services Offering, please see the respective Service Overview documents available at https://www.servercentral.com/resource-library/. For specific Service questions, please contact us at (888) 875-4804 or (312) 829-1111 or via email at [email protected].

About ServerCentral Turing Group (SCTG)SCTG offers cloud-native software development, AWS consulting, managed cloud infrastructure, and global data center services. We work with companies, large and small, that see IT as their critical success factor.

SCTG is a Type II AT-101 SOC 2 audited company and PCI-DSS compliant. We are proud to be an 8-Time Inc. 5000 Honoree.

Learn more at www.servercentral.com or call us at (312) 829-1111.

ROLE ACCESSAdministrator Full access to all account functions, including user management and all other functions listed below

DR Administrator Able to declare disasters and authorize the execution of fail over and fail back procedures

Manage Users Access to remove non-Administrator users or add users with permissions at or below the current level

Technical Able to open support requests

Billing Able to make billing inquiries related to the Services for the account

Sales Able to order additional Managed Services via ServerCentral Sales