SkyKick announced the
release of the new Cloud Manager -
its next-generation no-code and low-code automation, workflow and
management application designed to transform how IT Services Providers
administer and secure their customers in the cloud.
As
SMBs continue their shift to the cloud-accelerated by the rapid
enablement of remote work due to COVID-19-ITSPs are benefiting from the
large opportunity the cloud creates, but are also facing increased
pressures due to the complexity of supporting customers in the cloud.
Over the next decade analysts predict that nearly 100M SMBs will embrace
digital transformation, compounding the pressures ITSPs will feel to
support customers, protect against security threats, and maintain
margins.
"Given
the increasing demand for Cloud services, IT Services Providers need an
easy, unified, and secure approach to manage the growing cloud
complexity," said SkyKick Co-CEO Todd Schwartz. "We developed our new
Cloud Manager product by re-imagining how automation could help IT
Services Providers manage their cloud operations. With Cloud Manager,
ITSPs will be able to save thousands of hours of cloud management labor
per year, ultimately saving the industry hundreds of millions of labor
hours annually."
In
a recent SkyKick study of 500 ITSPs, 44% cited operational complexity
as their biggest challenge, with support desks increasingly overwhelmed
by cloud administration tasks. An average-sized IT Services Provider
supporting Microsoft 365 and other SaaS applications can easily spend
over $100,000 per year in support costs. And while employees are
stretched thin, quality, security, and customer experience are taking a
hit. ITSPs report end-customers bouncing an average of 3.5 times through
a support desk before getting resolution to their ticket.
"ITSPs
today are stringing together combinations of endless logins, legacy
point solutions, admin portals, manual steps and PowerShell scripts to
meet customer demand, but the reality is that all the fragmentation
means many are struggling to keep up," said SkyKick Co-CEO Evan Richman.
"As more SMBs adopt the cloud, there is immense pressure on the support
operation to overcome the challenges and be a driver of customer
satisfaction and revenue growth. We've built the app that lets Partners
command the cloud and build a more profitable business."
SkyKick Cloud Manager is
a powerful automation application that enables ITSPs to efficiently and
securely administer and manage their cloud customers across SaaS, IaaS,
PaaS and devices. Cloud Manager consists of three key feature areas
that together help ITSPs conquer the complexity of the cloud.
Command
Center is a help desk automation application designed to help the Tier 1
support desk resolve cloud tickets faster, reduce escalations and
improve customer experience. The user-friendly, no-code interface
provides a single pane of glass that enables the help desk to automate
and administer all their customers' SaaS applications, cloud services,
and any cloud connected device with just a few clicks. Command Center
also comes pre-loaded with a library of advanced workflows such as
multi-SaaS user onboarding, advanced security checks, and deploying and
managing Windows Virtual Desktops.
WorkBench
is a low-code workflow automation engine that enables admins to turn
PowerShell into Command Center applications with the click of a button.
In addition, WorkBench is a connected development environment that
enhances admin productivity by enabling them to build and run PowerShell
scripts across multiple customers and multiple cloud services from a
single script or run-time instance. WorkBench comes pre-loaded with a
library of 7,000+ command building blocks across all connected cloud
services to create almost limitless advanced workflows for PowerShell
and Help Desk users.
Security
and Compliance is built into every area of the Cloud Manager
application, enabling ITSPs to strengthen their security posture - and
that of their customers. Every cloud connection uses a tokenized
authentication model that eliminates the need for non-secure password
sharing. Detailed records of all activities provide auditing and
reporting that helps to increase compliance. In addition, providers can
easily execute proactive security initiatives like assessments and
remediation for customers.
The
cross-cloud power of Cloud Manager is built upon a unique Connector
Engine that addresses the fragmentation and inefficiency of disparate
cloud services, vendor-specific identities, and proprietary management
APIs. By connecting a portfolio of SaaS, IaaS and PaaS offerings into
one platform, it makes it possible to achieve no-code and low-code
automation of XaaS tenants using the popular PowerShell language.
Current cloud connectors include popular cloud services like Microsoft
365, Azure, Active Directory, Microsoft Endpoint Manager, Google
Workspace, Slack, DocuSign, DropBox, Quickbooks, Zoom and Cisco WebEx.
"Cloud
Manager helped us transform the economics of our business. With the
Command Center app, we can now empower our frontline Help Desk with
automation that is easily packaged for them to execute," said Shane
Monty, VP of Bang Industries, a Present Group company. "Cloud Manager
significantly reduces the workload on the Help Desk and the number of
escalations. And of course, all of this results in a better support
experience for our customers."