Service Providers
Many solution providers provide management services for their client's IT infrastructure, even for their smallest clients, in order to ensure they enjoy the best customer hosted application experience. Managed service providers (MSP) also are in this business - providing remotely managed IT services for other companies. Such service provision has become much simpler over recent years with Internet based management solutions such as Citrix Systems' GoToMyPC, Cisco's WebEx and Symantec's pcAnywhere revolutionizing in-band remote management.
MSPs can virtually control every device in their customers' entire network operations off-site without ever having to step on-site.... as long as everything is working well at the remote customer's site. When the infrastructure is all running well (i.e. the main Internet and LAN connections are intact, no one at the site has edited any access privileges or passwords, the hardware and operating systems are up and there are no blue screens on client servers or desktops) this managed service model works well.
MSP focus on SMBs
The SMB struggles with the same IT complexities as larger enterprises (multiple disperse sites with increasing numbers of remote and mobile workers, the need for 24/7 operation with sustained uptime, increasingly complex networks and systems, new security and statutory compliance demands). However the SMB can't afford to have appropriately skilled IT administrators in-house; they need to focus their skills on their core business so they offload these demands to outside experts.
SMBs turn to their local VAR solution provider or MSP service provider for these expert services, and these SMB customers form the key client segment for such providers. However of recent years the big-iron players such as IBM and HP, and carriers such as AT&T have tailored their managed services portfolios with new infrastructure, help desk, storage, security and other offerings so they too can meet SMB needs. The result is the smaller MSP and solution provider now needs to find new ways to extend the value they offer their SMB clients.
Value added management services
Opengear offers an opportunity here with their affordable next generation management gateway solutions. These gateways enable service and solution providers to offer new valuesome services while at the same time reducing outgoings and increasing profitability.
The service provider help desk manager is tasked with keeping the diverse facilities in their distributed network of remote customers up and running on a continuous basis. To do this, they need simple tools with both breadth and depth of remote management coverage. They need to manage the servers and the desktops from the applications layer, the operating system layer, right down to the BIOS and hardware reboot. They need collaborative access to the desktops in the remote site and to be able to manage all the popular operating environments (Windows, Linux, Solaris etc). And their remote control solution should enable them to manage the computers and the network infrastructure at the client site (firewall, DSL routers etc.).
Lastly, the MSP needs the management tools to be affordable. The only beneficiary from having a whole collection of high priced management devices installed at the client site (such as dedicated power switch controller + service processor management unit + console server + KVMoIP switches + proprietary management software licenses + ... ) would be the vendor of such devices. The high cost of such a non-integrated solution would also preclude the MSP's client from having a managed service at every one of their smaller remote sites. The MSP earns his/her living from value adding support services, not from selling hardware. So the more expensive and complex the management hardware collection being sold, the less scope there is for the MSP to extend these services and deliver real value to the customer.
A new solution
Opengear's next generation IMG management gateways provide such an ideal solution. With an IMG4004-5 gateway at each of their client's sites, the help desk can securely administer remote servers, desktops and network infrastructure. They can provide software updates and have out of band (such as dial-in or wireless) access if the main network connection is down. Effectively they can remotely re-establish the sites' Internet access, power cycle servers or desktops and reconfigure the network infrastructure. The IMG4004-5 is affordable so it realistically can be installed in every one of their client's site. And for clients with more complex larger remote sites to manage, the IMG4216-25 or IM4216/48-2 high availability solution may be more appropriate.
All of the Opengear management solutions also have extensive diagnostics capabilities. Alarms and alerts can be set so the service provider can become proactive. The rich out-of-band recovery capability, typically only found in large data centers, provides disaster recovery at no extra cost; eliminating the cost of sending engineers on-site and presenting new revenue opportunities through providing clients with a higher quality, affordable service package. The MSP can be alerted in advance of a pending issue and can react to circumvent disasters ensuring high application availability while removing their dependency on the customer's infrastructure always running.
So MSPs, solution providers, VARs and systems integrators have a new choice in off-site administration solutions to help their SMB customers. And they can now deliver superior levels of service to that offered by their big iron competitors.
