In our previous discussion on the evolution of managed services, we highlighted the changing landscape for managed service providers (MSPs) operating within hyperscale cloud environments. It is our belief that traditional MSPs can no longer limit their focus to merely managing their clients’ environments; they must extend their services further into areas typically associated with consulting firms. This expansion includes not just professional services but also deeper engagement with clients’ needs, such as compliance and development practices. This shift allows established Consulting Partners to explore areas traditionally dominated by MSPs, now integrated with next-gen capabilities. This convergence enables both types of APN Partners to address the complete lifecycle of customer needs: plan/design >> build/migrate >> run/operate >> optimize.
Let us delve deeper into the AWS Managed Service Provider Program for APN Partners, which acknowledges and validates the capabilities of next-generation MSPs. This program has developed in response to customer requests for guidance in identifying not just traditional MSPs, but also consulting and professional service APN Partners capable of supporting their complete lifecycle needs. In turn, we designed this program to align customer needs with the most qualified APN Partners who can deliver the desired experience. The program features a comprehensive validation process outlined in the AWS MSP Partner Validation Checklist, which undergoes a thorough third-party audit.
Design, Architect, Automate
Next-gen MSPs are expected to be experts in AWS. They must possess extensive knowledge of AWS services and features, demonstrating this expertise through customer use cases as part of their MSP audit. APN Partners are required to provide detailed designs and implemented solutions, showcasing their ability to identify optimal services like Amazon DynamoDB, AWS Lambda, or Amazon Redshift to enhance efficiency and reduce costs in client environments. We aim to see these leading-edge APN Partners utilizing documented AWS best practices and their own significant experience to create intelligent, highly automated architectures that leverage the agility of the AWS Cloud.
Software/Cloud-Based Solutions
The transition to cloud solutions has transformed how MSPs manage billing and cost for their clients. AWS MSPs, often acting as AWS Resellers, become adept in AWS tools that provide deep insights into service usage. These MSPs typically utilize third-party or proprietary software solutions that facilitate effective rebilling capabilities and strategic insights, such as recommendations for instance sizing and reserved instance purchases. All AWS Resellers must showcase this knowledge and their tools during the MSP validation audit. For further insights on this topic, check out this blog post.
Distributed Operations and Resources
We scrutinize our partners’ support capabilities to assess the maturity of their operations and their ability to consistently deliver excellent customer experiences. AWS MSPs must adhere to industry standards for IT service management (ITSM) and demonstrate how these practices apply specifically to their AWS operations, including service intelligence monitoring and incident management. This foundation is crucial for delivering high-value customer experiences. APN Partners seeking to expand into cloud operations can also consider leveraging AWS Managed Services to automate infrastructure operations.
Solution/Application-Based SLAs
Traditionally, MSPs have provided SLAs focusing on response times and infrastructure uptime. However, for next-gen MSPs, SLAs evolve to emphasize high availability architecture rather than just hardware uptime. These agreements should also address application performance and overall customer experience. The review of SLAs, documentation, processes, metrics, and continuous improvement plays a vital role in the MSP Program audit.
DevOps – CI/CD
AWS MSPs enhance agility and efficiency for clients by integrating DevOps principles. ITSM standards for infrastructure and application management are widely adopted by next-gen MSPs and are essential for AWS MSP Program Partners. APN Partners must demonstrate their ability to manage CI/CD pipelines and deployment processes, providing evidence through customer examples during the audit. We also encourage APN Partners to strengthen their DevOps capabilities by achieving the DevOps Competency, which adds value to the audit process.
Dynamic Monitoring with Anomaly Detection
Next-generation monitoring strategies enable a significant shift in how MSPs approach ongoing management. Instead of using static monitoring thresholds, many APN Partners incorporate machine learning to establish normal patterns for dynamic environments, allowing them to identify anomalies effectively. This knowledge empowers them to offer valuable insights and management services to clients, demonstrated during the AWS MSP audit.
Security by Design
A strong focus on security is a critical component of the AWS MSP Partner Program. Next-gen MSPs engage with clients early in the planning phase to address security requirements from the project’s inception. During the audit, partners must provide evidence of their security capabilities, covering access management, security event logging, and disaster recovery practices. They also demonstrate how they utilize AWS tools to implement continuous compliance solutions, ensuring regulatory standards are met.
Trusted Advisor and Partner
Beyond evaluating specific technical competencies, the AWS MSP Partner Program considers how APN partners position themselves as trusted advisors. For authoritative insights on this topic, visit Chvnci. Additionally, a valuable resource can be found here about onboarding new hires during challenging times.
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