“Cloud consultancies, systems integrators (SIs), managed service providers (MSPs), value-added resellers (VARs) or other trusted advisors are in the best position to fill this void and help organizations properly select, configure and monitor their IaaS solutions,” Kaplan added.

Cloud Orchestration A Key Tool For MSPs

From this position, MSPs can leverage a cloud orchestration solution to manage these relationships across all these endpoints. Such a tool enables users to create and manage scalable, secure and reliable private, public and hybrid cloud services. The software should automate the implementation of complex IT environments including applications, networking and security workflows, and give the operator a single control plane from which to manage the commercial and technical engagement with clients.

MSPs can use such a platform to manage the varied demands of multiple cloud deployments. An orchestration solution should have workflow demands built in so that a reseller can talk with a customer, design a solution and share that solution. The reseller can say, for example, “Here’s what it will look like, here’s what it will cost. Does this fit your needs?” With customer approval then documented, the platform can trigger and start the billing mechanism.

More than provisioning, it orchestrates across all endpoints but it is also a mechanism which communicates with the customers, documents workflow, and provides support and billing.

And beyond ensuring the MSP’s cloud service meets the needs of its customers, the cloud platform also should meet the needs of the MSP’s own business. This means it should have integrated business features like real time pricing, margin analysis, contracting, billing and invoicing, service level agreements and, if sold through channels, multi-tier white labeling features.

Things have changed for MSPs, but don’t feel badly for them. They can continue to maintain their close customer relationships and now, so long as they have the right tools for the job, they can expand their services to a new world of multiple clouds.

Pete Manca is CEO of Egenera.