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Best Practices for Building Partner-Managed Services on AWS

Best Practices for Building Partner-Managed Services on AWS

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As more and more customers move mission-critical workloads to AWS, there is increasing demand for Managed Service Providers (MSPs) to help customers migrate and then operate those customer environments on an ongoing basis. So how do you find an MSP to help you realize the benefits of AWS? What should you consider if you are going to undertake the ongoing management in-house? This session will describe the AWS Managed Service Program, from the perspective of what customers should look for when engaging an AWS MSP, and includes a framework for customers or Partners wanting to build successful AWS operations. You will also hear directly from Partners who have learned and adapted their operations to provide high-quality managed services on AWS.

As more and more customers move mission-critical workloads to AWS, there is increasing demand for Managed Service Providers (MSPs) to help customers migrate and then operate those customer environments on an ongoing basis. So how do you find an MSP to help you realize the benefits of AWS? What should you consider if you are going to undertake the ongoing management in-house? This session will describe the AWS Managed Service Program, from the perspective of what customers should look for when engaging an AWS MSP, and includes a framework for customers or Partners wanting to build successful AWS operations. You will also hear directly from Partners who have learned and adapted their operations to provide high-quality managed services on AWS.

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Best Practices for Building Partner-Managed Services on AWS

  1. 1. ©2015, Amazon Web Services, Inc. or its affiliates. All rights reserved Managed Services on AWS: Finding or Becoming an MSP Kelly Hartman, Global Segment Leader, MSPs Allen Brown, Solutions Architect
  2. 2. Pocket Understandings 1) Managed services are different in the cloud 2) We have a program that will help you: A. Find a qualified AWS Managed Service Partner and/or B. Provide a structure and best practices to follow if running your own MSO
  3. 3. Why AWS? Building and managing cloud since 2006 40+ services to support any cloud workload History of rapid, customer-driven releases 11 regions, 29 availability zones, 53 edge locations 48 proactive price reductions to date Thousands of partners; 1,900+ Marketplace products Experience Service Breadth & Depth Pace of Innovation Global Footprint Pricing Philosophy Ecosystem *as of July 31, 2014
  4. 4. Administration & Security Access Control Identity Management Key Management & Storage Monitoring & Logs Resource & Usage Auditing Platform Services Analytics App Services Developer Tools & Operations Mobile Services Data Pipelines Data Warehouse Hadoop Real-time Streaming Data Application Lifecycle Management Containers Deployment DevOps Event-driven Computing Resource Templates Identity Mobile Analytics Push Notifications Sync App Streaming Email Queuing & Notifications Search Transcoding Workflow Core Services CDN Compute (VMs, Auto-scaling & Load Balancing) Databases (Relational, NoSQL, Caching) Networking (VPC, DX, DNS) Storage (Object, Block and Archival) Infrastructure Availability Zones Points of Presence Regions Enterprise Applications Business Email Sharing & Collaboration Virtual Desktop Technical & Business Support Account Management Partner Ecosystem Professional Services Security & Pricing Reports Solutions Architects Support Training & Certification Service Breadth & Depth
  5. 5. AWS Managed Service Provider Partners… • Seamless Transition • Innovation Migrate & Build • Monitoring • Service Desk Run • New Services & Features • Lower Costs Optimize • High Availability • Automation Plan & Design
  6. 6. Prerequisites aAPN Member aCertified Staff aAWS Revenue aCustomer References Business Management Solution Design Capabilities Infrastructure & Application Migration Capabilities Security Management AWS Managed Service Program Process & Cost Optimization SLAs & Reporting Customer Obsession Service Desk & Customer Support Third-Party Capabilities Validation Audit
  7. 7. AWS Managed Service Program ?
  8. 8. Prerequisites aAPN Member aCertified Staff aAWS Revenue aCustomer References AWS Managed Service Program Third-Party Capabilities Validation Audit Business Management• Company Overview • Resource Planning • Job Roles & Staffing • Customer Contracts • Supplier Management • AWS Support Plan
  9. 9. Prerequisites aAPN Member aCertified Staff aAWS Revenue aCustomer References AWS Managed Service Program Third-Party Capabilities Validation Audit Solution Design Capabilities Detailed Design Document • Customer Requirements • Assessment of Current Environment • Security Assessment • Design Architected According to AWS Best Practices
  10. 10. Prerequisites aAPN Member aCertified Staff aAWS Revenue aCustomer References AWS Managed Service Program Third-Party Capabilities Validation Audit Infrastructure & Application Migration Capabilities Infrastructure Architecture Utilizes Services • Multi-AZ • Auto Scaling • Amazon Virtual Private Cloud • Elastic Load Balancing, Multi-AZ Amazon Relational Database Service
  11. 11. Prerequisites aAPN Member aCertified Staff aAWS Revenue aCustomer References AWS Managed Service Program Third-Party Capabilities Validation Audit Infrastructure & Application Migration Capabilities Application Architecture • Provides Continuous Integration • Automated Deployment • Takes Advantage of Elastic, Highly Available Infrastructure
  12. 12. Prerequisites aAPN Member aCertified Staff aAWS Revenue aCustomer References AWS Managed Service Program Third-Party Capabilities Validation Audit Security Management • Internal & Customer Systems Protected • Quorum-Based Access • Encryption at Rest • MFA Activated • Event Logs Retained • Identity and Access Management (IAM) • Service Continuity/Disaster Recovery
  13. 13. Prerequisites aAPN Member aCertified Staff aAWS Revenue aCustomer References AWS Managed Service Program Third-Party Capabilities Validation Audit Service Desk & Customer Support • 24 x 7 Availability • Local Language Support • ITSM Ticketing System • Escalation Process • Integration with AWS Support • Proactive Monitoring & Alerting
  14. 14. Prerequisites aAPN Member aCertified Staff aAWS Revenue aCustomer References AWS Managed Service Program Third-Party Capabilities Validation Audit Service Desk & Customer Support • Event Management • Incident Management • Problem Management • Asset Management • Configuration & Change Management • Release & Deployment Management
  15. 15. Prerequisites aAPN Member aCertified Staff aAWS Revenue aCustomer References AWS Managed Service Program Third-Party Capabilities Validation Audit Customer Obsession • Customer Satisfaction Data Collected • Low Score Follow-Up • Customer Review Meetings • Ongoing Assessment & Recommendations
  16. 16. Prerequisites aAPN Member aCertified Staff aAWS Revenue aCustomer References AWS Managed Service Program Third-Party Capabilities Validation Audit SLAs & Reporting • Response SLAs • Solution-Specific SLAs • Reporting • Self-Service Web Portal
  17. 17. Prerequisites aAPN Member aCertified Staff aAWS Revenue aCustomer References AWS Managed Service Program Third-Party Capabilities Validation Audit Process & Cost Optimization • Internal Operational Efficiencies • Process Efficiencies • Financial Efficiencies • Continual Improvement of Performance to SLAs
  18. 18. AWS Managed Service Program Validation Checklist Standard for Cloud Managed Services www.aws.amazon.com/partners/managed-service
  19. 19. Audited AWS Managed Service Partners  Datacom  InfoReliance  Cloudnexa  NRI  Smart421 www.aws.amazon.com/partners/msp  Cascadeo  Smartronix  2nd Watch  Datapipe  Rightbrain Networks  Day1 Solutions  Cloudreach  Corp Info  Apps Associates  Softchoice  ICF International  REAN Cloud  Minjar  vSystems
  20. 20. Summary • AWS Managed Service Partners are the Go-To Partners for All Phases of the Cloud Services Lifecycle: Plan, Migrate, Run, Optimize • Look for Audited MSPs • Leverage the AWS Managed Service Program Validation Checklist as a Guide if Running your own AWS Environments
  21. 21. Partner Panel
  22. 22. Your Feedback is Important to AWS Please complete the session evaluation. Tell us what you think!
  23. 23. NEW YORK

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