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Cloud Operations and Management ARTIFICIAL INTELLIGENCE PAGE 1 Cloud Operations and Management Microsoft Practice Development Playbook aka.ms/practiceplaybooks aka.ms/practiceplaybooks About this Playbook This playbook is intended for the business and technical leadership for new and existing Microsoft partners that are adding a new practice to their business focused on delivery of services for Microsoft Azure related to Azure operations, security, and management. Objectives How this playbook was made The goal of this playbook is to help you accelerate or This playbook is part of a series of guidance written by optimize your Azure operations and management-focused Microsoft Partner Opsgility, in conjunction with the practice. Microsoft One Commercial Partner group and 22 other successful Azure partners that have volunteered time to For the business side, this playbook provides valuable provide input and best practices to share with the rest of resources for driving new revenue opportunities, strategies the partner community. for marketing, selling, and lead capture, as well as building To validate the guidance provided in these playbooks, we deeper and longer-term engagements with your conducted a survey of 1,136 global Azure partners with customers through potential new service offerings like MDC Research. In this survey, we gathered insights on a managed services. range of topics, including how partners hire, compensate For the technical side, the playbook offers guidance on a and train resources; their business model, revenue and number of topics that range from the technical skills your profitability; what practices and services they offer; and team will need, to resources that you can use to accelerate what skillsets they have in place to support their offers. learning as well as an explanation of some of the key The results of this survey are provided in-line with the opportunities for technical delivery to focus on as you get guidance found within this playbook. started and grow your practice. CONTRIBUTING PARTNER S Artis Consulting Mirabeau Atea New Signature AwareComm OpenSistemas Blue Meteorite PC Solutions DEFTeam Solutions Perficient Dimension Data PlainConcepts Empired Slalom Equinix Softjam Fragma Data Systems SpanishPoint Hanu Software SQL Services Ltd. Kloud Solutions Theta aka.ms/practiceplaybooks AZURE OPERATIONS AND MANAGEMENT PAGE 3 Using the playbook effectively Quickly read through the playbook to familiarize yourself with the layout and content. Each section includes an executive summary and key actions for that specific topic. Review these summaries first to decide which areas to focus on. Go over the content several times, if needed, then share with your team. TO GET THE MOST VALUE OUT OF THIS PLAYBOOK: Get your team together and discuss which pieces of the strategy each person is responsible for. Share the playbook with your sales, marketing, support, technical, and managed services teams. Leverage the resources available from Microsoft to help maximize your profitability. Share feedback on how we can improve this and other playbooks by emailing [email protected]. aka.ms/practiceplaybooks AZURE OPERATIONS AND MANAGEMENT PAGE 4 Table of Contents The Azure Operations and Management Opportunity ...... 5 Managing Azure Subscription Access ...................................... 81 Define Your Strategy .................................................................... 7 Identity and Access Management (IAM) ................................ 82 Executive Summary .......................................................................... 8 Security and Networking ............................................................. 86 Identify Target Customers ............................................................. 9 Configuration Management ...................................................... 92 Define Engagement Process ........................................................ 11 Availability and Business Continuity ........................................ 94 Define Service Offerings ................................................................ 12 Compliance and Monitoring .................................................... 100 Azure Security and Management .............................................. 13 Support and Incident Management ...................................... 103 Define Your Pricing Strategy ...................................................... 24 Automation and DevOps ........................................................... 106 Calculate Your Azure Practice Costs ........................................ 28 Continuous Integration / Continuous Deployment ......... 109 Understanding Managed Services ........................................... 29 Go to Market & Close Deals ................................................... 110 Accelerate your Managed Service Model ............................... 31 Executive Summary ....................................................................... 111 Understanding Intellectual Property ....................................... 38 Managed Services Transition .................................................... 112 Hire & Train ..................................................................................... 45 Marketing Your Offerings .......................................................... 113 Executive Summary ........................................................................ 46 Consultative Selling and Technical Pre-Sales ...................... 114 Hire, Build, and Train Your Team .............................................. 48 Guide: Go-to-Market and Close Deals ................................... 115 Job Descriptions for Your Service Delivery Team ................. 51 Optimize & Grow ......................................................................... 116 Reskilling Your Existing Technical Resources ........................ 63 Executive Summary ...................................................................... 117 Recruiting Resources ..................................................................... 66 Guide: Optimize and Grow ........................................................ 118 Training & Readiness ..................................................................... 67 Playbook Summary ....................................................................... 119 Competencies and Certifications ............................................... 71 Additional Resources ................................................................ 119 Operationalize ............................................................................... 76 Why Choose Microsoft? ............................................................. 120 Executive Summary ........................................................................ 77 Troubleshooting Resources ...................................................... 123 Azure Virtual Datacenter .............................................................. 78 Common Objections ................................................................... 125 Managing Azure Subscription Creation ................................. 79 Case Studies.....................................................................................127 March 2019 aka.ms/practiceplaybooks AZURE OPERATIONS AND MANAGEMENT PAGE 5 The Azure Operations and Management Opportunity As companies embrace the opportunities presented by cloud computing to connect with customers and optimize operations, they take on new challenges. One of the biggest challenges in the adoption of cloud computing is ensuring the customers have the right skillset to manage the underlying technologies as well as an understanding of how to manage and automate the Microsoft Azure platform. CHANGING BUSINESS NEEDS WITH THE CLOUD In the new world of digital transformation, technology has become the source of competitive differentiation and customers are asking themselves how their current organizations need to change to adapt into delivering a successful and sustainable digital business. With IT organizations becoming the primary means of meeting the needs of the business they need to evolve from supporting the business to being a part of the business by delivering value through services hosted in the cloud. As IT organizations become more closely aligned with the business, their roles and responsibilities will also evolve. Many customers see IT staff transitioning directly into business units which takes away from core IT. While a greater partnership and knowledge of the business is built, this leaves an opportunity for partners to step in and assist customers in the areas of Operations and Management. Partners should understand and embrace this fundamental change so that they can become strategic partners and trusted advisors as they lead their customers on this journey. BUSINESS VALUE AND AGILITY IN THE CLOUD As customers transition to cloud computing platforms, they are faced with managing not just a new set of technologies, but also a new way of approaching the management and operations of their digital estate. While the cloud can bring greater business value and agility, it can also bring new concerns, including cloud sprawl. PC Sprawl (1995+) Server Sprawl (2000+) Cloud Sprawl (2015+) Active Directory Management suites SaaS management Patch, asset, mobile management Virtualization, monitoring, patch, Security, threats backup Secure access Monitoring, backup Identity, workload Partners must be prepared to help customers understand how to manage, automate, and
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