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What it Means to be a Next-Generation Managed Service Provider

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Webinar that took place on July 12 2017.

The emergence of cloud-based infrastructure has dramatically reshaped
the IT landscape for managed service providers and their customers. Infrastructure is now dynamic, elastic, and instantly available to any individual or organization.

Customers are becoming increasingly aware of the value of cloud services, and with this heightened awareness comes the desire to partner with providers who can guide them toward innovative business solutions and high-performance environments. But in this new landscape, gaining insight into the status and performance of dynamic infrastructure and applications is more challenging than ever.

Join us as we host Thomas Robinson, Solutions Architect at Amazon Web Services, and Patrick Hannah, VP of Engineering at CloudHesive, to discuss what it means to be a next-generation managed service provider and how Datadog provides visibility into modern cloud infrastructure and helps you adopt new approaches to remain competitive in this ever-changing environment.

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What it Means to be a Next-Generation Managed Service Provider

  1. 1. • The duration of this webinar is 60 minutes • Q+A will take place at the end • Ask questions via the ”chat” panel • Please keep yourself on mute • This webinar will be recorded Webinar Logistics
  2. 2. John Gray SVP, Alliances Datadog Thomas Robinson Solutions Architect Amazon Web Services Patrick Hannah VP, Engineering CloudHesive Today’s Presenters
  3. 3. Built for modern infrastructure Your infrastructure has changed, you need a different way to manage your stack #MonitorAllTheThings You need a single pane of glass for Operations and Development Teams Made for org-wide adoption You need monitoring to be easy, flexible, scalable - so that the entire department will use it Why Datadog
  4. 4. Cloud-ready Your infrastructure will change, you will need a different way to manage your new stack Bridge dev and ops You’ve always wanted a single pain of glass for Ops + Dev Teams, with the cloud, you’ll need it Streamlining dev and deployment cycles You need monitoring to be easy, flexible, scalable – so that the entire department will use it Why Datadog
  5. 5. Infrastructure-wide visibility Your customers’ servers, Your customers’ clouds, Your customers’ metrics, Your customers’ apps, Your Team. Together in one place. Create custom KPIs and composite metrics Compare and correlate metrics from multiple IT components Track events from the systems in your environment
  6. 6. 1. Quickly resolve your customers’ critical issues and meet SLAs 2. Serve more customers efficiently with monitoring automation 3. Start providing value to your customers in minutes Why Datadog for your managed services business Provide deep insight into your customers’ next generation cloud-based infrastructures 1. Technical and sales onboarding training and resources 2. Co-marketing activities including demand generation, content creation, email templates 3. Dedicated Partner Success Team focused on partner success and grow What we provide Program benefits
  7. 7. AWS MANAGED SERVICE PROVIDER (MSP) PARTNER PROGRAM THOMAS ROBINSON SOLUTION ARCHITECT, MSP PROGRAM TECHNICAL LEAD
  8. 8. AWS PARTNER NETWORK THE APN HAS ADDED 10,000+ OVER THE PAST 12 MONTHS 100%Y o Y AWS Consulting Partners 130%Y o Y AWS Managed Service Partners O n A W S M a r k e t p l a c e G r o w t h U s e A P N p a r t n e r s o l u t i o n s & s e r v i c e s 90%+ Fortune 100 60% Partners Headquartered Outside U.S. 370M EC2 Hours Per Month
  9. 9. C O N S U L T I N G P A R T N E R S AWS PARTNER NETWORK T E C H N O L O G Y P A R T N E R S P r o f e s s i o n a l s e r v i c e s f i r m s t h a t h e l p c u s t o m e r s o f a l l s i z e s d e s i g n , a r c h i t e c t , m i g r a t e , o r b u i l d n e w a p p l i c a t i o n s o n AW S C o m m e r c i a l s o f t w a r e a n d I n t e r n e t s e r v i c e s c o m p a n i e s t h a t p r o v i d e s o f t w a r e s o l u t i o n s t h a t a r e e i t h e r h o s t e d o n , o r i n t e g r a t e d w i t h A W S
  10. 10. PARTNER JOURNEY: AWS PARTNER NETWORK
  11. 11. A SHIFT HAS OCCURRED New Approaches New Ways to Add Value Customer Engagement DevOps & Automation Dynamic & Agile
  12. 12. WHAT IS A NEXT GEN MSP? P l a n & D e s i g n B u i l d & M i g r a t e R u n & O p e r a t e O p t i m i z e “I need help migrating, running, & optimizing my AWS workloads.”
  13. 13. A W S M A N A G E D S E R V I C E P R O V I D E R P R O G R A M T h e A W S M S P p r o g r a m p r o v i d e s q u a l i f i e d A P N C o n s u l t i n g P a r t n e r s w h o a r e s k i l l e d a t c l o u d i n f r a s t r u c t u r e a n d a p p l i c a t i o n m i g r a t i o n , a n d d e l i v e r v a l u e t o c u s t o m e r s b y o f f e r i n g p r o a c t i v e m o n i t o r i n g , a u t o m a t i o n , a n d m a n a g e m e n t o f t h e i r c u s t o m e r ’ s e n v i r o n m e n t w i t h b u s i n e s s , m a r k e t i n g a n d e n a b l e m e n t b e n e f i t s . AWS MSP PROGRAM
  14. 14. W H Y B E C O M E A N A W S M S P P A R T N E R ? AWS MSP PROGRAM • G a i n a c c e s s t o a w i d e r a n g e o f M S P - s p e c i f i c b u s i n e s s , t e c h n i c a l , a n d m a r k e t i n g b e n e f i t s • P o s i t i o n y o u r f i r m a s a n e x t g e n M S P a n d b e p r o m o t e d a s a n AW S M a n a g e d S e r v i c e P a r t n e r o n t h e AW S w e b s i t e • A c c e s s t o e x c l u s i v e M S P M a r k e t i n g C a m p a i g n s a n d C o n t e n t • C o n s u l t a t i v e 3 r d P a r t y Va l i d a t i o n A u d i t • F a s t e r p a c e o f g r o w t h ( 1 3 0 % y e a r - o v e r - y e a r c o m p a r e d t o 111 % f o r n o n - M S P A P N C o n s u l t i n g P a r t n e r )
  15. 15. S e r v i c e D e s k & C u s t o m e r S u p p o r t S L A s & R e p o r t i n g S e c u r i t y M a n a g e m e n t D e v O p s & A u t o m a t i o n B i l l i n g & C o s t M a n a g e m e n t P r o c e s s & C o s t O p t i m i z a t i o n B u s i n e s s H e a l t h & M a n a g e m e n t C u s t o m e r O b s e s s i o n S o l u t i o n D e s i g n C a p a b i l i t i e s I n f r a s t r u c t u r e & A p p l i c a t i o n M i g r a t i o n C a p a b i l i t i e s AWS MSP PROGRAM
  16. 16. WHAT IT MEANS TO BE A NEXT-GENERATION MSP PATRICK HANNAH VP OF ENGINEERING, CLOUDHESIVE
  17. 17. • Who am I? • What is my background? • What do I hope to get out of this presentation? • How am I using AWS? • What do I love about AWS? Who am I?
  18. 18. Professional Services • Assessment (Current environment, datacenter or cloud footprint) • Strategy (Getting to the future state) • Migration (Environment-to-cloud, Datacenter-to-cloud) • Implementation (Point solutions) • Support (Break/fix and ongoing enhancement) DevOps Services • Assessment • Strategy • Implementation (Point solutions) • Management (Supporting infrastructure, solutions or ongoing enhancement) • Support (Break/fix and ongoing enhancement) Who is CloudHesive Managed Security Services (SecOps) • Encryption as a Service (EaaS) – encryption at rest and in flight • End Point Security as a Service • Threat Management • SOC II Type 2 Validated Next Generation Managed Services • Leveraging our Professional, DevOps and Managed Security Services • Single payer billing • Intelligent operations and automation • AWS Audited
  19. 19. Problem Statement: I need to be able to (monitor|get) information about my “things”. What’s important? What are my things? • Platforms • Environments • Systems • Servers • Services • Applications • Literal Things What characteristics of my things do I care about? • Is it up/down? • Have I crossed some sort of arbitrary threshold? • Is there an interesting event or lack thereof? • Is there a certain quantity of either?
  20. 20. Difference sources of data: • AWS, CloudWatch • AWS, CloudTrail • AWS, Config • Linux proc • Linux syslog • Windows WMI • Windows Event Log • Application Logs • Third party tool logs (APM, Security, etc.) How does that translate on AWS? Different methods of alerting: • E-Mail • SMS • Voice • Push Different methods of collecting: • Native APIs • Agents
  21. 21. • No trending • No single pane of glass • Redundant work • Lost data What’s the outcome of this approach?
  22. 22. Problem Statement: I need CONTEXT about the alerts I get from my “things”. What’s really important? Why? Things can carry different SLAs, depending on: • Type of environment • Where it sits in the lifecycle • What it does (mission critical, back office) • Type of customer (industry) • Does it heal itself? (autoscaling, recovery, etc.) • Context
  23. 23. Datadog is central to our event monitoring platform How does CloudHesive solve it? How does it work? • Data from the sources described on previous slides + more are sent to Datadog • It performs the initial triage via a series of pre-configured monitors • Non Severity 1 go to a work queue (Jira) • Severity 1 go to an escalation queue (OpsGenie) • All events persisted to long term storage (SumoLogic)
  24. 24. With outlier detection we are able to find underperforming members of clusters, autoscaled groups, etc and act appropriately. Outlier Detection!
  25. 25. We covered real time but what about looking backwards? • Root cause analysis (eg. on this date/time the application underperformed – why?) • Change planning (eg. expecting a 10x increase in traffic, will our autoscaling strategy work?) What else can we do?
  26. 26. Problem Statement: Now that I know what I want to monitor, how do I select the right tools? Integrations and the AWS Ecosystem Implemented by default • AWS Integration/Agent Installation/Agent Configuration Integrates • Over 100 integrations What does it do best? • Time series data, Key/Value pairs Scales (Operationally and Technically) • Ever run your own monitoring platform? The last thing you want is your platform to be impacted by the same event impacting your monitored infrastructure
  27. 27. • Insight across customers • New customers get a default suite of integrations and monitors • Support customer DevOps initiatives • Stronger Next Generation MSP • Security? Security! What powers do we gain?
  28. 28. Next Steps Questions about monitoring or the Datadog Partner Program? John Gray partners@datadoghq.com Questions around the AWS MSP Partner program? Thomas Robinson Aws-msp@amazon.com Questions around being a Datadog partner? Patrick Hannah Patrick.hannah@cloudhesive.com
  29. 29. Questions?
  30. 30. Thank You

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