Customer education key when considering cloud

Q&A talks with Steve Pelletier, general manager at West Hartford’s SPELLNET, an IT services provider offering cloud computing, hosting, network design and implementation, systems development and systems maintenance.

Q: How is SPELLNET helping companies get started in the cloud?

A: I would say the most important aspect of “getting started” is education for the customer. In general, I like to sit down and demonstrate to prospective clients what is available from our side and from our competitors. We then provide a “sandbox” for the cloud services in our shared environment where people can play with the solution either free or for a low monthly cost. Sometimes that leads to a more substantial proof of concept engagement.

Q: What are the top 3 things a company needs to consider before they jump into the “cloud”?

A: Data Security — What defenses are in place to prevent unauthorized access to customer data?

The Service Level Agreement — How much down time can be tolerated, if any?

The Support Model — What is the response time after the initial call?

Q: Which industries are best-suited for cloud computing?

A: Industries that do not store sensitive personal information, like financial data or health information.

Q: What impact is cloud computing having on traditional IT roles and responsibilities?

A: Cloud hosting is a form of outsourcing. Like any outsource situation, it requires more time and energy from IT managers to support. After the cloud transition is done, the IT department has to adjust to not having the immediate response of an in-house resource. There will be more IT managers waiting for cloud providers to return their phone calls.

Q: What distinguishes a cloud host from a “regular” host?

A: Cloud service providers tend to have self-service web portals for their customers, where customers can monitor their cloud platform and in some cases manage its resources. GoDaddy is a good example.

Q: How has the cloud impacted your business? your customers?

A: SPELLNET has been in the cloud business since 1994. We have used our cloud resources to help launch a series of software startups and Internet business portals. Some projects succeeded. Some did not.

Q: How is the on-demand aspect of cloud computing driving adoption?

A: Companies like Apple and Microsoft have integrated their cloud services directly into their products — particularly mobile products. I believe the tactic of providing customers with a free app with an integrated cloud service as an in-app upgrade has been effective at driving adoption. Microsoft OneNote is a good example. Microsoft recently launched OneNote apps for iPhone and iPad that require a Windows Live user account. A lot of Microsoft customers are being introduced to Windows Live this way.

Q: What was the most significant technological advancement in the past 12 months?

A: Mobile quad-core processors will help smart phone device usage to become even more ubiquitous. It continues to shift the balance of power in computing away from PCs. I hear customers saying that they no longer need a laptop, which is a significant change in our industry.

Q: What is the biggest challenge facing your customers today?

A: Honestly, I think there is too much old hardware and software out there causing too many IT issues. We are trying to use cloud resources to reduce the complexity that exists at many customer locations. The challenge is how to accommodate the new technology while still depending on the old technology. Our role is to educate and manage the transition.

Q: How do you address the three key barriers to entry when it comes to cloud computing — data security, service and support issues, and the ability to customize apps that are in the cloud?

A: The first two barriers are addressed by adopting standards for data center architecture and data management as defined by industry certifications such as SAS70 and HIPAA. The latter requires a partnership with one or more world-class software development organizations. SPELLNET is affiliated with VIAcode (www.viacode.com). VIAcode has won industry awards for its work.

Q: How can cloud computing streamline my business?

A: Advanced cloud computing applications have the ability to automate and support business workflows. Wouldn’t it be great to have a system that queues up work-related tasks and then notifies people via text or email when their action is required? The best cloud implementations can do that for you.

Q: Where do you see cloud computing in five years?

A: I believe that cloud computing will be dominated by a small group of very large international companies. Many users will be registered on all major platforms. Local IT distributors and solution providers will have developed a wide array of industry specific offerings that are complimentary with on-premises infrastructure that they will continue to support.