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THE MANAGED FUTURE

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Updated : August 24, 2014 0:0  ,
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Dimension Data is a company that offers an extensive managed services portfolio includes several globally standardised managed services products in specific technology domains – including networks, data centres, security, visual communications, unified communications and collaboration and contact centres. Youssef Fawaz, Managing Director, Dimension Data Middle East discusses the company’s focus


Discuss portfolio of Managed services that Dimension Data provides globally and in the region?

Dimension Data’s support, managed, and IT outsourcing lines of services are closely interrelated. We use the same platforms, systems, processes and delivery teams to deliver all three service types.

Our lines of service portfolios include both standard (‘productised’) services and customised services. Dimension Data’s services portfolio is replicated globally, which is a unique offer for our clients spanning not just locally, but also globally.  Dimension Data’s support, managed and IT outsourcing services portfolio includes IT Outsourcing spanning Transition and transformation, service aggregation & cross functional services across the network communications tower, the data centre tower, the end user compute tower, the contact centre tower & BPO.

Managed Services include IT service management, assessments and consulting, across enterprise networks, security infrastructure, Cisco unified communications, Microsoft Lync, Data Centre, Contact Centre and Custom services per client.

Support Services, include IT support, assessments and consulting for Uptime Maintenance, Uptime Support, Insite predictive support and Insite pre-emptive support.  Dimension Data also includes multi vendor service management and contract aggregation on behalf of our clients.

What is the demand scenario for various Managed services that you provide regionally?

The demand varies from country to country.  In response to the UAE, Dimension Data sees much demand for support services, that is, for the support of technology devices.  The requirement for Managed Services, that is, for the management of process outcomes is still not in high demand locally.  A focus on moving from a pure support contract to a managed services contract could add significant value to a clients’ business.

You offer standardized services in 6 domains while also giving the option for custom services. Discuss if customers regionally prefer the standard modules or whether they opt for custom ones?

Our experience in the local market is that clients are opting in for standard support services, mainly focused on SLA management and commitment, and not exploring the benefits attributed to custom services or managed services.  Currently, the requirements most clients have are focused on support services for the support of technology devices.  Most clients usually predefine this.  Dimension Data is able to further extract benefits to the IT estate for our clients through custom services, or through offering our managed services portfolio.

What are the Managed services you provide for datacenters in this region? Does it cover both large and smaller sized datacenters?

Dimension Data focuses on small, medium and large data centres for our clients – as long as the benefit to the business is realized.  Locally, Dimension Data includes the management of the physical data centre infrastructure as part of the managed services offered in the Data Centre Space.  Dimension Data’s managed services within the data centre includes the management of infrastructure such as servers, messaging, print & file servers, storage management, legacy/mid range servers, identity management and SQL database services.  Dimension Data also offers managed virtual infrastructure services to our clients.  In addition to this, Dimension Data’s Managed Cloud Platform offers our client expertise in deploying fully managed cloud platforms including private, hybrid and public cloud services.

Are enterprise customers comfortable with the idea of outsourcing such services? Which verticals do you find most proactive in the region in terms of adopting such services?

There is a demand for these services across multiple verticals.  By adopting these services our clients benefit by extracting benefits that include the exploitation of the data centre infrastructure – to the strategic advantage of their business, the realisation of the return on investment expected from a data centre technology environments, more efficient deployment of IT staff; access to the best skills in the market, providing a clear path to the cloud, a single point of contact, a proactive approach to service delivery, a consistent service delivery due to alignment of all services to the IT Instrastructure Library (ITIL) and flexible service levels that enable our clients to choose the service level that their budget and business requirements matches.

Are there customers regionally who you offer services across all the 6 domains that you focus on?

There are no current clients locally that procure services from Dimension Data across all the six domains.  Many of our clients explore support service engagements with Dimension Data in the Enterprise network, security and unified communications space.  As the market moves to the need for commercial outcomes and transformation, we expect to see more IT outsource engagement, spanning all domains, with regional client engagements.

Discuss any recent or expected announcements around Managed Services from Dimension Data?

Dimension Data announced that it will launch Enterprise Mobility-as-a-Service (EMaaS), signalling its intent to provide a suite of cloud-based end-user computing services on a global basis. EMaaS establishes the platform for the group’s future initiatives that will see Dimension Data announce increased functionality and feature sets that assist enterprise clients to deal with their rapidly changing end user computing requirements.

Dimension Data’s EMaaS offering is an integrated enterprise mobility management service that provides organisations with the ability to deliver comprehensive policy-based, device-independent, mobile device management, mobile expense management, integration to the enterprise and underpinned by true cloud principles of automation and consumption-based commercials.

The service, which utilises a cloud-based consumption model, enables organisations to rapidly scale deployments while easily managing the complex environment of mobile devices, data access and expense management. Due to the complex nature of mobility deployments, the EMaaS offering is complemented by Dimension Data’s Systems Integration and Professional Services competencies and addresses the full spectrum of an organisation’s enterprise mobility needs.

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Almighty Kids Development Centre: A One-Stop Destination for Family-Centered Rehabilitation Services

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Almighty Kids Development Centre proudly announces its establishment with the mission to provide a complete, comprehensive rehabilitation service for children, adolescents, and young adults. By offering advanced and proven therapies, the center combines state-of-the-art facilities under one roof, making it easier for families to access premium care.

As a unique one-stop destination for family healthcare, Almighty Kids Development Centre is dedicated to serving clients with diverse needs, focusing on physical, cognitive, and developmental rehabilitation. The center aims to foster inclusion, embrace diversity, and nurture each individual’s hidden potential.

“At Almighty, we want everyone to feel at home,” said the founders. “Our goal is to build a family environment of care and support, while delivering exceptional rehabilitation services. As parents of a child of determination, we understand the journey, and we are committed to helping others on a similar path.”

A Personal Mission with a Vision for Inclusion


The center’s founding team, being parents of a child of determination, brings personal experience to the heart of their mission. Almighty Kids Development Centre is committed to providing family-centered care that embraces each child’s unique needs and circumstances.

“We believe that children and adolescents with developmental delays or challenges in physical and cognitive functions have the best chance of progress when actively engaged in dynamic and progressive rehabilitation programs,” the founders added. “Our focus is not just on improving functional abilities but also on fostering independence and helping individuals integrate into society.”

A Commitment to Quality Care with Core Values
The Almighty Kids Development Centre is guided by its core values—REHAB: Respect, Empathy, Happiness, Acceptance, and Belief. These values shape every aspect of their work, ensuring that every individual receives compassionate, high-quality care tailored to their needs.

Services Provided:

  • Comprehensive rehabilitation services for physical and cognitive delays
  • Innovative, advanced therapies delivered with state-of-the-art facilities
  • Support and education for families, enhancing the overall rehabilitation experience
  • A safe, inclusive environment for children, adolescents, and young adults to grow and thrive

Together with the Almighty family, the center aims to turn its vision of inclusion into reality. By providing quality rehabilitation services, the Almighty Kids Development Centre is committed to supporting each child’s journey toward independence and a fulfilling life.

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Freshworks Announces CEO Transition

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Freshworks today announced the appointment of Dennis Woodside as Freshworks’ Chief Executive Officer & President, effective later today. Woodside, currently Freshworks’ President, will succeed Girish Mathrubootham, the company’s Founder, as CEO.

Mathrubootham will transition to a new role of Executive Chairman. Mathrubootham will remain the chairman of the Board of Directors, and Woodside will also remain a member of the Board of Directors.

“When I first proposed this next step to the Freshworks Board, we were starting to chart the next phase of our company’s journey. We brought Dennis on board to partner with me on crafting an ambitious growth plan, and my hope was that he could eventually lead the team of talented employees around the world to execute it, which would allow me to spend more time on the long-term product vision, innovation and AI strategy,” said Mathrubootham.

“Dennis has a deep understanding of Freshworks’ business, customers and our employees, and a strong track record of building and scaling large global teams – he is the right leader to become our next CEO. I’m thrilled to announce this transition.”

Girish Mathrubootham, Founder -CEO

Woodside joined Freshworks as President in September 2022. Since then, Woodside has accelerated Freshworks’ investments in enterprise grade products, and driven increased focus on the growth of mid-market and enterprise customers.

Woodside brings great leadership experience to this new role. Previously, Woodside served as Chief Operating Officer of Dropbox, helping grow revenue from $250M to $1.3B and ultimately raising over $1B in a successful IPO in 2018. Prior to that, Woodside held various sales and strategy leadership roles at Google from 2003 to 2014, including serving as CEO of Motorola Mobility after Google acquired the company in 2012. Before his long tenure at Google, Woodside was a consultant at McKinsey & Co. Woodside currently serves on the board of the Boys & Girls Club of the Peninsula in California and previously served on the board of the American Red Cross from 2016 to 2022 and on the board of ServiceNow from 2018 to 2022.

In his new role as Executive Chairman, Mathrubootham will remain highly engaged with our product vision, customers, and employees. He will work across the company to bring Freshworks’ long-term vision to life and consult with Woodside on strategic decisions. The transition frees him up to spend more time with our product teams in India, and our customers globally, and stay engaged with other external stakeholders.

“As I step into the role of CEO, I am deeply honoured to build upon Girish’s remarkable legacy,” said Woodside. “What he has created is truly special. Our mission and strategy remain the same. We stand before extraordinary opportunities and have the right foundation to make it possible – a winning combination of our strong focus on delighting customers and our product portfolio and innovation. I’m committed and excited to continue our journey of growth.”

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Tech News

Juniper Networks Introduces New Partner Advantages Leveraging AI-Native Networking Solutions

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Juniper Partner Advantage 2024 expands its partner ecosystem and AI-Native Networking offerings to maximize performance, productivity, and profitability

Juniper Networks, a leader in AI-Native Networking, today announced the next evolution of its global Juniper Partner Advantage (JPA) Program. The new elements will help partners leverage AI for IT Operations (AIOps) to offer managed networking services for increased reliability, agility and reach on the path toward unlocking new revenue opportunities and equip customers with solutions that enable a consistent experience-first approach across their networking infrastructure.  

As part of the JPA Program expansion, Juniper has introduced a new Partner Assured designation to provide partners who have rich Juniper practices with third-party validation from Information Security Systems International (ISSI) of their capabilities across the customer lifecycle. By equipping partners with market leading AIOps and verification of superior customer outcomes and lower operational costs, Juniper’s Partner Assured designation helps to accelerate partner profitability.

“By offering world-class partner programs alongside a suite of innovative and secure AI-Native Networking solutions, Juniper sets the foundation for partners to unleash their value, speed and scale,” said Gordon Mackintosh, Group Vice President, Juniper Partner Organization at Juniper Networks.

Additional Juniper Partner Advantage 2024 program highlights include:

  • Managed Network Provider Designation: Juniper has transformed its managed service provider (MSP) designation, which saw a 44 percent growth in the number of partners receiving the designation last year, with new AI capabilities that can improve customer service and increase profitability for partners.
  • New Advisor Designation: The new Advisor designation rewards partners for influencing customer decisions and optimizing customer success.
  • Environmental Sustainability: As more customers require partners who are skilled with and committed to sustainability as a compliance imperative, Juniper amplifies partners’ driving sustainable outcomes through JPA. This encourages our partners, working with our customers, to make progress toward key climate goals, including decarbonization, addition of sustainable technology, and reducing and recycling of waste.
  • Recognizing Vertical Expertise: Juniper is adding acknowledgement of partners’ vertical expertise to JPA, allowing recognition for those with rich vertical GTM motions and demonstrated proficiency that meet these unique customer demands.
  • Enriched Partner GTM Engagement: This program enhances collaboration by offering account mapping, GTM concierge services, investment, and dedicated planning through the entire customer lifecycle.
  • Deal Central Dashboard: This new tool consolidates Juniper partner deals, quotes and marketing leads, streamlining the deal registration process and enabling partners to respond in two hours or less for 80 percent of commercial deals and six hours or less for strategic deals of less than $250K.

Through the Juniper Partner Advantage Program and its innovative AI-Native Networking Platform, Juniper is committed to helping partners maximize performance, productivity, and profitability. Coming off the heels of 233 percent growth in participants YoY, Juniper has expanded its existing Champions Program to bring more scale and expertise to participating partners through a robust extended sales force delivering strong Juniper acumen to support our mutual customers. Additionally, as partners expand investments to gain deeper technology expertise, there has been 20 percent sales growth YoY for partners invested with three or more Juniper specializations. Together with its partners, Juniper is delivering speed, scale and value to its customers, ultimately making every connection count.

“Juniper’s innovative approach to AI-driven networking and the recent enhancements to the JPA program, helps us to differentiate our as-a-service offerings to support our customers across the entire customer lifecycle while providing us with opportunities to accelerate profitability.” Jim McKenna, Vice President, Strategic Partnerships, Black Box

“Customers turn to Presidio’s Managed Services for our team’s expertise and to strategically complement their organizations and manage their day-to-day infrastructure. Partnering with Juniper for their industry leading AIOps enables us to build out a comprehensive offering to our customers with tangible results.” Norm Egan, Vice President, Presales, Presidio

“The new Partner Assured designation provides an incredible opportunity for us to differentiate our customer offerings through third-party assurance of our capabilities to deliver exceptional outcomes across the entire customer lifecycle. This new designation, combined with our GTM approach and Juniper’s market leading AIOps, create a compelling offering for our customers.” Mohamed El Haddouchi, Managing Director, Nomios Netherlands and Group CTO

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