1. Avaya Global Managed Services Converged Communication Management
Remote Managed Services for IP Telephony

2. Managed Services Custom Solutions Hosted Solutions
Software Release Management
Remote Managed Services for:
IPT
Traditional Telephony
Messaging
Data
Contact Center Services
Managed Security
Full Managed Services w/o assets
Full Managed Services w/ assets
IPT Migration Services
Contact Center Technology Outsourcing
Managed Hosted Solutions
IPT/VM
Managed Services for SPD hosted solutions
Custom Solutions
Hosted Solutions
Remote Network Operations
Customers focus on their business, we focus on the technology…

3. Avaya Global Services The Environment In Which We Operate
TDM World
PBX
App Servers / Adjuncts
Expansion Port Networks
IP World
For “five 9s” reliability for voice, we must monitor and maintain the PBX
For “five 9s” reliability for voice in an IP World, we must participate in the architecture, monitoring and management of the entire domain

4. Enterprise Services Platform Market Needs - Four Attributes
The new platform architecture enables Avaya to deliver focused, custom monitoring and management for each individual customer for the ENTIRE COMMUNICATION DOMAIN
Voice, data, applications & “solutions”
The architecture is fully distributed and web-services based
We have broken through the scale & economies of scale barriers
The architecture was purposefully built with technology to enable divided (shared) responsibility
We CAN navigate the managed services issues where multiple managed services providers present
The offer is made available through multiple channels to provide delivery options to our customers
We offer our partners the ability to sell, brand and participate in portions of management that leverage their capabilities.
The offer is available in white-label format
We offer our partners the ability to sell, brand AND participate in portions of management (where they have capability) where Avaya operates our service delivery platform

5. Unique Enterprise Service Platform Supports Continuum of Avaya Managed Solutions
NEW
Provides a real-time view of converged applications and network environment
Automated correlation provides quicker root cause analysis for:
Faster remediation of issues
Maximized network availability
Secures network connections – SOX compliance
Provides Service Level Agreement management
Leverages Avaya’s rich heritage in behavior models for communication platforms (Experts)
Performs root cause analysis through intelligent tools that filter/aggregate events
Delivered through Avaya’s new managed services secure intelligent gateway (SIG) -- an appliance deployed on a per customer basis

6. Enterprise Service Platform
Automated Workflow
EXPERT Systems
Workflow Engine
Rules for Service Automation
Trigger Events for Remote On-site resolution
OSS / BSS
Problem Management
Configuration Management
Auditing / Security
SLA Management
Change Management
Reporting / Notification
Assorted Patch Mgmt / ASD
Root Cause Analysis
Aware of state of Communication Domain environment (topology)
System level and time-based correlation
System level business rules and filters
Aggregation and Filtering
“MOM” Manager of Managers
Light correlation
Business rules and filters on Events
Element Manager
Event management (Fault, Configuration, etc.)
Element Collector
Collecting, Polling, Intelligent Agent, SW distribution, etc.
Ticketing Engine KE
Configuration Knowledge Engine
Principle Surveillance/Reaction Interface
CIR DB
PIM
Customer Information Repository (CIM, etc.)
Patch Mgmt Repository / Interaction Model
Secure Connectivity
Via Secure Intelligent Gateway
Private (Frame, ATM, Leased Line, etc.)
Public (Internet, VPN, etc.)
Managed Services Target (Customer)
Where events occur
Security / Firewalls
Secure Intelligent Gateway
Active Intelligent Agents
eBonding / Web Portal
Network Elements Hub IP Phone Routers Switch
Communication Applications
Customer Ticketing
Self-Service
IVR w/Speech
Web Mgmt
Mgmt
FO / BO
WFM, KM
Business Rules
ERP, CRM, etc.
PBX / ACD Call Routing / CTI Engine
eBonding / Web Portal

7. Enterprise Service Platform
Automated Workflow
EXPERT Systems
Workflow Engine
Rules for Service Automation
Trigger Events for Remote On-site resolution
OSS / BSS
Problem Management
Configuration Management
Auditing / Security
SLA Management
Change Management
Reporting / Notification
Assorted Patch Mgmt / ASD
Root Cause Analysis
Aware of state of Communication Domain environment (topology)
System level and time-based correlation
System level business rules and filters
Aggregation and Filtering
“MOM” Manager of Managers
Light correlation
Business rules and filters on Events
Element Manager
Event management (Fault, Configuration, etc.)
Element Collector
Collecting, Polling, Intelligent Agent, SW distro, etc.
Secure Intelligent Gateway
Ticketing Engine KE
Configuration Knowledge Engine
Principle Surveillance/Reaction Interface
CIR DB
PIM
Customer Information Repository (CIM, etc.)
Patch Mgmt Repository / Interaction Model
Secure Connectivity
Via Secure Intelligent Gateway
Private (Frame, ATM, Leased Line, etc.)
Public (Internet, VPN, etc.)
Managed Services Target (Customer)
Where Events occur
Security / Firewalls
Secure Intelligent Gateway
Active Intelligent Agents
eBonding / Web Portal
Network Elements Hub IP Phone Routers Switch
Communication Applications
Customer Ticketing
Self-Service
IVR w/Speech
Web Mgmt
Mgmt
FO / BO
WFM, KM
Business Rules
ERP, CRM, etc.
PBX / ACD Call Routing / CTI Engine
eBonding / Web Portal

8. The Intelligent Agent – an Essential Managed Services Appliance
Remote monitoring & management of applications REQUIRES MORE THAN Simple Network Management Protocol (SNMP)
“Nodes” in the communication application domain are made up of platforms that consist of Hardware, Operating System, Application
Intelligent Agent based monitoring & management
Ability to exist and function in a SECURE managed environment
Managed Services Secure Intelligent Gateway (MS SIG)
Target (Customer) Platform
Application (ACM, IC, IR, etc.)
Intelligent Agent
Intelligent Agent
MS SIG
SSG/AIM/etc.
Operating System (Linux, MS Windows, Solaris)
Hardware (PC, etc.)
MS Management
Platform

9. Managed Services Deployment Architecture
SMARTS InCharge Dashboard (Web Interface)
SMARTS InCharge Console
Avaya Management Center(s)
Service Assurance Manager
Performance Mgmt and Data Mgmt Engine(s)
IP Network
Avaya Developed Behavior Models
Discovery (including configuration mgmt)
Polling
Intelligent Agent functionality
Alarm receipt
Local correlation
Root Cause Analysis
Local trending (custom intervals)
Secure Intelligent Gateway
Local Performance Data & Other Remote Stores
Secure Assurance Manager
Customer Site
Data Management Engine
Availability
Manager
Performance
Manager

10. Remote Managed Services for IP Telephony First managed solution based on new platform
Comprehensive out-tasking manages IP Telephony and converged communications network
Provides fault, performance, configuration and security management
Delivers flexibility through three service options:
Basic: supplements a customer’s internal NOC with voice and data monitoring, notification and basic performance reporting
Enhanced: for customers with existing data management, adds voice management, data monitoring and full performance management
Premium: full voice, data, and performance management

11. Remote Managed Services for IPT
24 x 7 Monitor/ Fault Manage
Basic
Enhanced
Premium
Real-time intelligent agent monitoring, Isolation and Notification on Voice Platforms and in Data Network ●
Correlation and validation of alarms
Case Management for Avaya Voice Product troubles
Network Service Provider Agency
Resolution of events in Data Networks
Case Management of Data issues
3rd Party data Equipment Agency
Single Point of Contact (SPOC)
800# to Managed Services Delivery Team
Designated Team (Tier 2 & 3)
Service Level Objectives
15 minute customer notification of service outages
Hourly updates of IPT platform service outages
Hourly updates of data equipment service outages
Time to complete remote, simple MAC - 2 bus days
Security
Basic
Enhanced
Premium
IPT platform Alarm monitoring ●
Customer notification of security event
Performance Management
Trouble and performance reports via web portal
● Limited
Trending Reports
Analysis of trending reports & recommendations
● Voice only
Technical Consulting
Voice Engineering support (BOH)
Data Network Engineering support (BOH)
Configuration Management
Remote Moves, Adds and Changes Support for Voice platforms
Remotely administered System Backup for Voice platforms
Remote Moves, Adds and Changes Support for Data devices
Remotely administered System Backup for Data devices
Note: BOH stands for “Block of Hours”

12. Choose From Three Service Options
Option 1: Basic
Monitoring of Avaya’s IP telephony platforms, associated gateways and phones, and the data network*
Enables quick notification to your internal staff for rapid resolution and prevention of issues before voice communications are compromised
Relieves need of continuous investment in latest network management tools
Provides your IT team with visibility and control through our Enterprise Service Platform, the Enterprise Service Platform
[Speaker: Emphasize Avaya’s flexibility through the range of choice we offer.]
Though Avaya fully has the tools and expertise to deliver your business complete IP communications monitoring and management, to provide you with the flexibility of choices that meet your level of need for managing and monitoring your IP environment Avaya has three service options. This is one way that we service you by your path, pace and choice.
Your first option is our Basic package for the Monitoring of Avaya’s IP telephony platforms, associated gateways and phones, and the data network.
*Data network associated w/ IP applications

13. The Avaya Solution - What’s Inside
Basic Option
Single Point of Contact
● 800# to Managed Services Team
● Designated Tier 2 & 3 Teams
24 x 7 Fault Monitoring of Voice and Data Infrastructure
● Real-time Monitoring and Notification of events in Voice and Data Network
● Correlation and Validation of events utilizing Avaya’s Enterprise Service Platform
● Case Management for Avaya Voice product issues
Service Levels
● 15 Minute Notification of Service Outages
Basic Performance Reporting
● Consolidated trended reporting
● Web portal view of tickets and reports
● Real-time performance threshold notification
Security
● IPT Platform Monitoring
● Customer notification of security events

14. Choose From Three Service Options
Option 2: Enhanced
Management of Avaya’s IP telephony platforms, and associated gateways and Monitoring of the data network*
Trend analysis and adjustments to your IP systems before performance is disrupted, so your IP telephony environment can continue running smoothly
Continues to provide your IT team with increased visibility and control through our Enterprise Service Platform
Relief from hiring and training additional support and the ongoing investment in maintaining advanced network management tools
*Data network associated w/ supporting IP applications

15. The Avaya Solution - What’s Inside
Enhanced Option
Single Point of Contact – Same as Basic
24 x 7 Fault Monitoring and Management of Voice and Data Infrastructure
● Basic + Network Service Provider Agency
Service Levels
● Basic + Hourly Status Updates of IPT service outages ● Time to complete Remote & Simple MACS
Performance Management
● Basic + Trending ● Analysis and Recommendations (voice only)
Security – same as Basic
Technical Consulting
● Voice Engineering Support block of hours
Move, Add, Change and System Backup
● Remote Moves, Adds, Changes for Voice
● Remotely Administered System Backup for Voice

16. Choose From Three Service Options
Option 3: Premium
Management and Monitoring of Avaya’s IP telephony platforms, associated gateways, and the data network*
Trend analysis and network adjustments to prevent service disruptions, for smooth IP operations
Relief from hiring, staffing and training additional support and the ongoing investment in maintaining the latest network management tools
Increased productivity and flexibility of your in-house IT resources
*Data network associated w/ IP applications

17. The Avaya Solution - What’s Inside
Premium Option
Single Point of Contact – Same as Enhanced
24 x 7 Fault Monitoring and Management of Voice and Data Infrastructure
● Enhanced Services + Resolution of events in Data Networks ● Case Management of Data issues
● 3rd Party Data Equipment Agency
Service Levels
● Enhanced + Hourly Updates of Data Equipment Outages
Performance Management
● Enhanced Services + Analysis and Recommendation for Voice and Data ● Shared Workspace
Security – same as Enhanced
Technical Consulting
● Enhanced Services + Data Network Engineering Support (in blocks of hours)
Move, Add, Change and System Backup
● Enhanced Services + ● Remote Move, Add, Change Support for Data Devices
● Remotely Administered System Backup for Data Devices

18. Software Release Management Avaya will offer a choice between two packages
Comprehensive Release Management
Avaya as the Single Point of Accountability for Management of the Update Process
Customers who want a 3rd party to manage the risk assessment, schedule and update process for the supported products
Customers who do not have internal experts or tools to help them assess when to implement a change and are reluctant to invest in resources or tools
Notification Service
Customer Accountability for Management of the Update Process  
Customers who want to maintain direct management of the impact assessment and update process
These customers will benefit from Avaya automation for maintaining inventory information and identifying specific updates that should be considered
Guiding principle in both packages
The Customer authorizes final decision to implement any update

19. Software Release Management Solution Options
Notification Service
Comprehensive Release Management
Maintain inventory records
Formal notification the released PSN affects Customer
Identifies the affected sites and products
Periodic Reports
Supported Product Reports
Inventory Report
Configuration Exception Report
Impact Assessment (Benefits and Risks)
Qualification per Customer’s Business Rules
Define and Manage Update Schedule
Execute updates including back-up, restore and reboot
On-Site and Remote
Periodic (Monthly) Reports
Inventory Reports
Configuration Exception Reports
PSN Updates Report
PSN History Report
Service Level Objectives for Notification
Service Relationship Manager (Add-on Option)

20. Official Convergence Communication Provider for the 2002 and 2006 FIFA World Cup™ FIFA Women’s World Cup USA 2003