Senior Consultant, ISSI
This blog's objective is to enable partners to make informed decisions on the CMP architecture that provides the optimum solution for user service and return on investment. The six architectures discussed have all been identified over the past five years when either running cloud vendor audits or preparing partners for cloud vendor Managed Service Provider (MSP) audits. The blog looks at the CMP as a critical tool used by the cloud MSP and its customers and excludes the use of a dedicated CMP by large enterprises.
Gartner defines CMPs as "integrated products that provide for the management of public, private, and hybrid cloud environments". ISSI works with seven cloud vendors to provide MSP service assurance programs through an audit against a quality standard published by the respective companies. While elements of CMP functionality form a significant part of five of these quality standards, two vendors, Microsoft and Google Cloud Platform, mandate that a CMP is available for customers. CMPs fall into two broad categories: standard customer portals and fully functioning management platforms used by the partner's employees and the customers. Diagram 1 below shows the functionality generally available in CMPs; the precise functionality will vary with the cloud vendor, the cloud partners' requirements, and the CMP architecture.
Diagram 1
How the various cloud vendors require the partners to make this functionality available is shown in diagram 2 below.
Most CMPs in use today use several applications and tools to provide the full functionality. Examples include cost reporting, optimization management, workload performance monitoring, and IT Service Management. The portal's role is to simplify access to and use of these tools and applications for the customers and the partners' support teams. Each of the architectures outlined below will include one or more third-party applications to provide some of the functionality, and the key to delivering an excellent customer experience is using a single sign-on, allowing quick and easy access.
These are the questions to start debating and researching the architecture most suited to your business's needs:
The author: Barry Turner is a Senior Consultant at ISSI and has worked with a broad range of cloud partners and vendors since 2015. He has 27 years of service creation experience working with telecommunication and cloud service providers across EMEA on behalf of ISSI, Microsoft, Cisco, Mitel & Agile Programmes. He currently holds ITIL V4 Foundation, Customer Success Manager Level 2, ISO27001:2013 lead auditor certifications and is PMP certified.
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