This document provides an overview of Desktop as a Service (DaaS) for service providers. It discusses the benefits of DaaS such as lower total cost of ownership compared to traditional and VDI options. It also covers multi-tenancy architecture, ensuring true cloud characteristics, delivering a good user experience, and enabling effective administration. Key aspects include easily scalable provisioning, universal access, pay-as-you-go billing, and single management interface for all customers.

1. Service Providers guide to:
Desktops as a Service (DaaS®)
Ivo Murris – Principal Architect EMEA+R
March 2013
1

2. Disclaimer
This presentation will use real world examples of how to
deliver a scalable Desktop Cloud Service. The presentation
will use components that are offered by the principal
employer of the presenter.
There are many roads to Rome (or Moscow), and we are
following one (although we do take a few detours to look at
the scenery).
2

3. Who is Desktone?
Service Provider Samples Customer Samples
• A software company delivering a • 8 patents on desktop as a service
robust software platform for service
providers to offer virtual desktops as • Named IDC ―Major Player‖ in
a service desktop virtualization category &
• Built from day 1 for service providers Gartner ―Cool Vendor‖ in client
• Chosen by world‘s largest service computing
providers • Headquarters: Boston, MA
3

4. Desktop challenges for the CIO/IT Mgr
Expensive Tipping points for change:
Support-heavy
Insecure Migration to Windows 7/8
Inflexible
New access devices
Hardware
OS
Apps Tighter IT budgets
Data
Settings
Preferences Security
Corporate Desktop
4

5. How YOU worked used to depend on this …
Nowadays, it depends on these …
5

6. Virtualisation comes to the rescue: VDI
The ‗simple‘ concept of Virtual Desktop Infrastructure:
Transform desktop delivery via virtualisation
• OS and apps are decoupled from the
physical hardware to become files
• Desktops run as virtual machines in
the secure data center
• Transform static desktops to stateless
virtual desktops (!)
• Connect to virtual desktop from
thick, thin, zero, any client
• Costs for additional infrastructure is
countered by ease of management
6

7. Cost of a Windows desktop
Virtual desktops deliver savings upwards of 36% over desktop PC costs
Cloud desktops deliver further savings of 20+% over on-premises VDI
7

8. Bespoke VDI - reality beyond the promise
• High up-front costs to
start
Active Power and cooling
Servers
Directory
• Many moving
parts, complex to VM
Virtual
images
design, build and scale desktop
Virtual
desktops
• Operationally Client Servers User data and
intensive, difficult to virtual
machine
User data
maintain images
Connection
broker
• Is it strategic, do you Clients
want to be building and
managing data centers?
8

9. Example of a validated VDI design
9

10. Cloud Makes the Complex Easy
PROVIDED BY Management, devices, apps, OS
MSP • Desktop management
• Access devices (end-point) – PC, laptop, tablet, etc.
CLIENT MANAGED • Applications – Word, Excel, LOB apps, antivirus, etc.
• Image creation, deployment and maintenance
3rd PARTY RESOURCE • Operating system licenses – Windows clients/server
Software Hardware
• DaaS software • Servers
• Server/data store • Storage (RAID protected)
PROVIDED BY • SW patching • Networking infrastructure
and administration • Hardware Administration
SERVICE PROVIDER • Support and • Support and maintenance
maintenance
• 24 x7 Enterprise ITIL
Support
• Enterprise Security
• Enterprise Class Facilities Support
Data Center • Data center • 7 x 24 x 365 L2+ support
Operations • Racks for desktop admin
• Power and cooling • DaaS platform — certified
• Security • support personnel
• Integrated incident, service
request and escalation
management system
10

11. Service Providers and DaaS – start simple
Hosted Virtual Desktop
Core DaaS Service
SP and/or
Enterprise Datacenters
11

12. Real Business Value to DaaS
• No upfront cash needed = low risk • Lower total cost of ownership vs.
• Device & location independent traditional & VDI options
with global reach • Easier to manage: only worry about
• Utility-grade ―above the line‖ details
availability, performance & reach • Flexibility to scale up and down quickly &
effortlessly
12 Confidential & Private

13. Adoption of DaaS as the driving factor
“What operational models are you considering as you plan your company’s new
and/or continued investments in application and desktop virtualization?”
Cloud hosted/ Applications-as-a-Service (SaaS) (Streamed Apps) 48%
Cloud hosted/ Desktops-as-a-Service (DaaS) (VDI Model) 45%
Traditional local installations 40%
On-Premise Application Streaming 29%
On-Premise VDI 28%
Other 4%
Base: 546 global enterprise IT decision makers
Source: A commissioned study conducted by Forrester Consulting on behalf of Dimension Data, August 2011
13

14. Cisco‘s SP customers survey results
Is Hosted Virtual Desktop/Desktop as a What is driving your interest in
Service/VDI as a Service one of your top five hosted virtual desktops?
partners strategic goals and priorities?
What is your core business? What is your timeline for going to market?
14

15. Typical Core Desktop Packaging - Example
Task (RDS/TS) Bronze (VDI) Silver (VDI) Gold (VDI)
Features
vCPU Cores 0.25 1 2 4
vMemory (GB) 0.5 2 4 8
Hard Disk (GB) 5 15 25 50
OS Type Windows 2008 with Windows 7/8 Pro or Windows 7/8 pro or Windows 7/8 pro or
Windows 7/8 mask Enterprise, Windows Enterprise, Windows Enterprise, Windows
2008, Linux 2008, Linux 2008, Linux
Display Protocol RDP, PCoIP, ICA/HDX RDP, PCoIP, ICA/HDX, RDP, PCoIP, ICA/HDX, RDP, PCoIP, ICA/HDX,
NX NX NX
Fee $ $$ $$$ $$$$
$ MSRP
$33-$150
Broker License Infrastructure Costs Up-sell Products & Margin
15

16. DaaS End Customer Buyer Profile & Drivers
Buyer Top Industries
Primary: IT (CIO, VP, Director)
Influencers: End users involved with proof-
of-concept or first pilot Technology Edu Healthcare Consulting
Organization Size
<100 100-1000 >1000
employees employees employees
• Desktop replacement • Reducing TCO is primary driver • Use-case driven
• Interested in total desktop solution • Phased deployments • Multi desktop models
(desktop management) • Buyer: IT • Phased deployments
• Buyer: CEO • Buyer: IT
$100-$150 $50-$110 $35-$60
16

17. Service Provider‘s challenges
Ensuring the service has true cloud characteristics:
• Universal access (Internet, WAN, LAN, Tablet, PC, BYO, Kiosk, …)
• ‗Pay as you go‘ (get a monthly bill based on usage)
• Self Servicing (add desktops, applications, services, storage on demand)
• Scale easily (elasticity)
• Resilient (reliability in many Nines)
• Cheaper then doing it yourself – Desktop TCO must be lower
Ensuring delivering desktops to happy users:
• Deliver desktops with a consistent UI that runs as fast or faster then their
current desktop
• Has all the applications you need (or want), with all the settings to make
them run as expected
• Feels like their own
Ensuring it enables administrators to be effective:
• Is easily managed on a user, OS, and application level
• Enabled by clicking a button
• Is secure
17

18. Let‘s dig deeper: Multi-Tenancy
Statement:
To lower service management costs, as a SP/SI you do NOT want
to build a dedicated service for each customer (tenant).
Reasons:
New customers will not start with large numbers of desktops, this
will start with 10‘s or maybe 100‘s of desktops and then move to
larger numbers
Customers should be hosted on a common shared infrastructure
that can support their requirements for elasticity (add 500 desktops
tomorrow), disaster recovery, and additional application services
like hosted Exchange, VOIP, Lync, …)
Administration of all customers/tenants across the datacenters
should be through a single management interface. Customers have
their own interface showing their service capabilities and options
18

19. Desktone Multi-Tenant Architecture
Tenant Corp
Network: DNS, VPN
DHCP, AD Tunnel
Tenant A Network
Tenant B
HA Physical Pair HA Virtual Pair Services:
DNS, DHCP,
AD
Desktone Service Grid Tenant A Network Tenant B Network
Tenant dtRAMs 100 Virtual Tenant dtRAMs 200 Virtual
Appliance Desktops Appliance Desktops
Service Provider
Backbone Link Local Network
Dedicated Dedicated
Service Resource Desktop Desktop
Desktone Hosts Hosts
Mgmt Host Provider Manager
Appliance Appliance
Service Provider Network
NAS Storage
Shared
Network Desktop
Services: Hosts
DNS, AD (optional)
19

20. Desktone Multi-Tenant Architecture
20

21. Multi-Tenancy Architecture
Multi-Tenancy goes beyond the broker. Keep in mind the
following rules of thumb:
• Keep AD trusts out of the architecture, as this is difficult (expensive)
to manage.
• Do not allow sharing of networks between tenants, so design at
least a VLAN per tenant and have VRF capable routers.
• Do not share databases across tenants.
• When assigning storage beyond the storage for the hosted
desktops, like for home directories, start using multiple storage
aggregates (different performance characteristics) and virtual filers
(security)
• Comparable to LEGO™, use infrastructure building blocks for the
desktop service grid. Examples are FlexPod and Vblock
21

22. Service Scale Up and Out
Modular virtual desktop growth:
Easily add more virtual desktops by moving to
larger or adding more LEGO blocks.
Rapid provisioning and
decommissioning of desktops:
Reduce time to deploy and decommission virtual
desktops, as compared to traditional
environments.
Self-curing architecture:
Accommodate unplanned events like spikes and
boot storms to ensure a consistent high-
performance virtual desktop user experience.
Optimized infrastructure:
Provide an optimized infrastructure to improve
application performance, dynamic scaling, and
disaster recovery.
Examples:
Virtualized Multi-tenant Data Center (VMDC)
Trusted Multi Tenancy (TMT)
22

23. DaaS: TCO must be lower than VDI or physical
Task (RDS/TS) Bronze (VDI) Silver (VDI) Gold (VDI)
Features
vCPU Cores 0.25 1 2 4
vMemory (GB) 0.5 2 4 8
Hard Disk (GB) 5 15 25 50
OS Type Windows 2008 with Windows 7/8 Pro or Windows 7/8 pro or Windows 7/8 pro or
Windows 7/8 mask Enterprise, Windows Enterprise, Windows Enterprise, Windows
2008, Linux 2008, Linux 2008, Linux
Display Protocol RDP, PCoIP, ICA/HDX RDP, PCoIP, ICA/HDX, RDP, PCoIP, ICA/HDX, RDP, PCoIP, ICA/HDX,
NX NX NX
Fee $ $$ $$$ $$$$
$ MSRP
$33-$150
Broker License Infrastructure Costs Up-sell Products & Margin
23

24. TCO: Choose the right hardware
24

25. Example: NetApp for DaaS
Deduplication Snapshot™ Copies
Save Save
95% Reclaim up to 95% 80% Save 80% capacity;
capacity for full backups; only changed data uses
45% on average storage
Thin Provisioning Thin Replication
® Save
(FlexVol ) Save up to 95%
Save 95%
Liberate 20% to 33% capacity with our disk-
33% of your capacity to-disk data protection
®
Double Parity RAID Virtual Clones (FlexClone )
(RAID-DP™)
Save
80% Save up to 80% using
Save Use up to 46% less writable virtual copies; only
46% capacity versus mirrored changed data uses capacity
data or RAID10
25

26. TCO: Watch for underlying service costs
Most solutions require licensed supporting services
(beyond for instance Microsoft ADS/DHCP). Examples:
• Every user that connects to a Citrix of VMware hosted desktop will
need a SQL CAL
• VMware requires VSPP licensing for delivering DaaS
• Bandwidth is not free. Take into account both client – hosted
desktop and hosted desktop – backend services.
– Move the desktops on-premise but manage remotely for high fidelity
desktops (hospitals, education, trading) or for tenants on slow links
• When implementing Disaster Recovery, additional licenses for
storage are required and networking costs can be prohibitive.
– Design the desktop architecture to minimise storage replication needs
(virtual applications, virtual profiles, stateless desktops, …)
26

27. TCO: Have a hybrid desktop offering
Provision
Desktops
Personal Shared
Client Server Session App
Server 2008 RDS
Win7 RDS
R2 RemoteApp
WinXP
Linux
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28. TCO: Have a hybrid desktop offering
Hosted Hosted Hosted Hosted
VDI Personal Shared Apps
Data Data Data Data
App 1 App 1 App 1 App 1
App 2 App 2 App 2 App 2
App 3 App 3 App 3 App 3
Windows 7 Server 2008 Server 2008 Server 2008
DaaS Cloud Platform
Compute
Network Controller Storage Controller
Controller
28

29. TCO: Costs to host virtual desktops or apps
Hosted VDI Hosted Hosted Hosted Apps
Personal Shared
OS Type Windows 7 Server 2008 R2 Server 2008 R2 Server 2008 R2
License Type SA / VDA SPLA SPLA SPLA
Density 1:1 1:1 4:1 10:1
User Friendly Yes Yes No Yes
IT Friendly Yes No Yes Yes
App Support Yes Unknown IT Managed IT Managed
Customization Yes Yes No No
Security Risk No Maybe No No
Full desktop Licensing Non-persistent Single App
29

30. TCO: Licensing Windows Desktops with DaaS
Hosted VDI Hosted Personal Hosted Shared Hosted Apps
OS Type Windows 7 Server 2008 R2 Server 2008 R2 Server 2008 R2
License Vehicle Volume License SPLA SPLA SPLA
License Type VDA (SA) RDS-CAL RDS-CAL RDS-CAL
30

31. Dedicated Hardware for Virtual Desktops
Tenant A
120 Win7 desktops
Tenants A, C, D
500 Server desktops
Tenant B
230 Win7 desktops
“Hosters need to ensure any hardware running an instance of Microsoft
software (OS or application) must be dedicated to a single customer.”
http://download.microsoft.com/download/1/1/4/114A45DD-A1F7-4910-81FD-
6CAF401077D0/Microsoft%20VDI%20and%20VDA%20FAQ%20v3%200.pdf
31

32. TCO: Where to optimize
Virtual
Desktops, RDS
and Apps
RDS
Session Inventory
Broker Allocator Manager Manager
No License Costs Grid-based architecture Unified Platform
– All open source – Multi-geo without database – Unified platform for all
replication workload and locations,
customers
32

33. TCO: It‘s all about orchestration
Cloud Portal
Desktops Bundled Solutions
Directory Services Storage Services
Unified Messaging
Communication
Cloud APIs
Cloud Orchestration Engine
Compute
Network Controller Storage Controller
Controller
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34. Final words
• Service Providers around the world are confronted with customer
demand for DaaS.
• When creating a new service offering, you must know:
• Average size of the initial and final deployment
• Vertical markets that your customers are in (large or small government,
finance, SME, …)
• Create the portfolio around that market, and keep it simple
• There will be a need for professional services, especially for the
change management and deployment parts of each project
• Either develop these services yourselves or deliver through MSP‘s
• IMO, 90% of the on premise VDI projects stall because of bad project
intake and design. Make sure that for DaaS the user experience is
monitored and gets acted upon: they are the benchmark for every
project.
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35. Thank You
Questions?
35

36. How Desktone DaaS is Being Used
General Desktop
Replacement
Reduce management effort & TCO
Seasonal & Remote Offices/
Contract Employees Field Workers
Improve data security & load changes Centralize desktop management
Virtual Desktops
Mobile Special
Employees Desktop Needs
Full desktop to any device Flexible configuration
36 ©2012 Desktone, Inc. All rights reserved.

37. Mindshift-Desktone Offering
#1 Managed Service Provider (MSP) in US
Why Desktone
– Wanted full VDI desktop versus shared desktop
– Required reporting API‘s and tiered roles
Mindshift’s Challenge
– Tried XenApp (shared terminal services desktops) but had
performance issues and lacked application customization
– Investigated building their own datacenter with VMware
View but cost and complexity were prohibitive
Mindshift Offering
– 3 plans of CloudShift Desktop powered by Desktone
– +1 Offerings include help desk support
Results
– Dozens of deployed customers
37 ©2012 Desktone, Inc. All rights reserved.