Presentation on theme: "Www.ir.com 50 Countries Global market reach Over 1000 Customers Performance & Availability Management Best Practices for Voice and Unified Communications."— Presentation transcript:
www.ir.com 50 Countries Global market reach Over 1000 Customers Performance & Availability Management Best Practices for Voice and Unified Communications May 2013
Providing Business Insight™ Session Agenda Definitions: What is Unified Communications? What is Performance & Availability Management Value of Performance & Availability Management Best Practices for Managing Performance & Availability in Unified Communications
Providing Business Insight™ Definition: Unified Communication Unified communications (UC) is the integration of real-time communication services such as instant messaging (chat), presence information, telephony (including IP telephony), video conferencing, data sharing (including web connected electronic whiteboards aka IWB's or Interactive White Boards), call control and speech recognition with non-real-time communication services such as unified messaging (integrated voicemail, e-mail, SMS and fax). UC is not necessarily a single product, but a set of products that provides a consistent unified user interface and user experience across multiple devices and media types. There have been attempts at creating a single product solution however the most popular solution is dependent on multiple products.
Providing Business Insight™ Unified Communications Components *Spending on telephony accounts for more than half of the total UC spending up through 2015 where 50.9% of UC expenditure is on IP Telephony Unified Communications Contact Center SIP IP Telephony Voice MailVideo Presence & Collaboration Conferencing Avaya MM Cisco Unity
Providing Business Insight™ UC Business Benefits & Drivers Operational efficiencies through centralized voice system with reduced management Voice technologies rapidly moving to network-based solutions Better visibility into and control of telephony costs Greater visibility to voicemail Message preview to determine urgency Leverage easier to use distribution lists Voicemail caller ID Lower TCO from single vs. multiple systems Efficient real time dialog Easily identify when and how somebody wants to be contacted Identify presence and status of key decision makers to quickly escalate Increase level of collaboration Reduce unproductive travel time Involve teams effectively without associated travel costs
Providing Business Insight™ Definition: Performance & Availability Application performance management (APM), is the discipline that focuses on monitoring and managing the performance and availability of software applications. APM is the translation of IT metrics into business meaning (value). This discipline looks at workflow and related IT solutions deployed to detect, diagnose, and report on application performance issues to ensure that it meets or exceeds the expectations of end-users and the business. The first is measuring the resources used by the application. The second is measuring the End User Experience including the volume of transactions and response time of an application from the perspective of the end user.
Providing Business Insight™ Value: Performance & Availability Management Reduce problem resolution time to maximize end user satisfaction Enable successful deployment of UC, Video, SIP & CC Empower voice engineers and operators to support Unified Communications Provide complete visibility across core UC applications Optimize IT Operations & Resources Improve User Perception & Satisfaction Minimize Expensive Outages Ensure Successful Deployments Risks to Rapid Deployment Dedicated resources with core project team Dependency projects (WAN, LAN, DC, Exchange) Competing projects (new sites, business drivers, etc.) Risks to Value Management / Metrics Financial impact of parallel systems at Call center sites Decommissioning process (PBX, voice lines, voicemail, etc.) Effect of write-offs of recently purchased telephony equipment Project Risks
Providing Business Insight™ 10 year TCO for a 3 site 1500 employee configuration Capital Ex VoIP Operationa l Expense TDM Knowledge & Visibility Maintain and Transform Complexity of Technology Functional Silos Operational Expense Drivers OpEx 4-5X CapEx Value: Performance & Availability Management
Providing Business Insight™ Value: Performance & Availability Management Proactive Insight o Where am I over/under- subscribed? o When/Where is my highest volume? o Where am I at highest risk? o What are positive trends? o What are negative trends? o When will I run out of capacity? o How do I improve availability? o How do I optimize performance? o Which Devices are Non- compliant? Capacity Planning & Reporting Forensic Analysis
Providing Business Insight™ I’m going 10 miles an hour right now Busiest time is 5:05 pm on Thursdays 34% of cars hit a pot hole 86 feet from Broadway & Central Park West At the current rate, the road will become unusable on Dec 22 nd, 2015 At 2 nd Avenue & 17 th street, the capacity is highest and the road should be widened 27% of all traffic accidents happen at 6 th Avenue and 23 rd Street At 8:10pm last Friday, a 2008 Honda Civic hit a patch of ice and swerved off the road The busiest traffic day of the year is Nov 21 st Junction of 17 th street and Broadway has a traffic light that works 97% of the time Your son Johnny has a lead foot and is currently driving 67 mph in a 55 zone A tree has obstructed a lane which has slowed the traffic from 35 mph to 5 mph Value: Performance & Availability Management
Providing Business Insight™ Best Practices for UC Management 1.Create an Effective Early Warning System 2.Reduce MTTR and Eradicate Recurring Issues 3.Optimize Operations and Environment Minimize Expensive Outages Ensure New Technology Success Optimize IT Operations & Resources Improve User Perception & Satisfaction Ad HocService Aligned
Providing Business Insight™ Best Practices for UC Management Effective Early Warning System Proactively monitor ALL critical UC Components Leverage Alerts to identify minor issues Fix minor issues before service impact Fine Tune the environment
Providing Business Insight™ Best Practices for UC Management Reduce MTTR and Eradicate Recurring Issues 80%+ of MTTR is diagnosis Triage, Scope & Isolate quickly through contextual drill downs Correlate across technologies and perform root cause analysis
Providing Business Insight™ Intelligently distribute workload and validate acceptance Best Practices for UC Management Optimize Operations & Environment Analyze Performance and Availability trends Plan and Invest based on concrete data and information Simplify Complexity
Discussion Easy to install, easy to manage, good on line documentation, great support and really great features make Prognosis a proud 21st Century application.” Dan Maniu, IT Architecture Manager - Cegedim Dendrite