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

The Evolution of IT Services Centralized control was replaced by distributed control Expensive hardware cheap hardware Complicated maintenance easier maintenance Out sourced service (MFG/VAR) in-house service (Help Desk) 20th Century

The Evolution of IT Services Distributed control was replaced by Centralized Control Cheaper hardware Less hardware Easier maintenance Automatic maintenance In-sourced service (HD) Out-sourced service (MSP) 21st Century

The Realities of Business 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 www.getstuffcheap.com

Add NEW incremental services ? ! Response to Reality Sell more Services 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 Getting Started: Carrier Services Email Hosting DR / BU Services $$ - Revenue & Margin Time $$ Later $$ Now Add NEW incremental 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

“The long-term lifeline for much of today’s IT channel.” CompTIA MSSP Transformation 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 How to start: VAR     MSSP 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 Tools you may need: 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:

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 Security & Video Surveillance Mobile Device Management Wireless Network Management 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

Managed Services for Security Solutions 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 WaaS Ruckus ZoneDirector Remote

Managed Services for Security Solutions 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 SOTI MobiControl

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 Tyco Pulse

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