© 2005 Avaya Inc. All rights reserved.

© 2005 Avaya Inc. All rights reserved.

Avaya Global Services:Delivering IP Telephony Easily and

Securely Peter Licata, VP, Managed Services

George Sullivan, CTO, Managed ServicesSteve Yager, Director, Remote Network Operations

February 8, 2005

2© 2005 Avaya Inc. All rights reserved.

Agenda

What’s newCustomer need for managed servicesNew Enterprise Service Platform for managed servicesNew set of remote managed services Customer case studyGo-to-market strategy

To monitor and manage the communications network that is at the heart of a customer’s business


What’s NewSecure, Real-Time Monitoring of IPT Networks

New Enterprise Service Platform optimizes network availability and performance

– Real-time network management in a multivendor environment– Maximizes uptime: detects and resolves problems before they

impact operations– New Secure Intelligent Gateway is the core of the network

management platform

New Remote Managed Services: First solutions on new platform

– IP Telephony (now)– Software Release Management (summer)– Contact Center (summer)


Delivering IP Telephony…Easily and SecurelyCustomer Benefits of New Platform and Managed Services

Mitigates the risk of converged implementation Places security at the core of every managed solutionDelivers solutions tailored to customer needs

– Customer defines the end result and level of involvement

Supports choice of channel– Makes solutions easy to sell, price and buy for all channel

partners

More than 23 years experience maintaining and managing complex networks


Business Need for Managed ServicesTarget Customer: Medium - Large Business

• Focus on core business – not communication applications/multi-vendor networks

• Real time monitoring of solution and communication network • IP Telephony

• Contact Centers• Messaging

Complexity of Converged Networks

• Choices of capital avoidance vs.

operating expense

CAPEX/OPEXIncrease

Productivity

• Need experienced management of complex networks and converged applications

ResourceLimitations

Extend SolutionAvailability

• Secure and Access Controlled Environment

• Service Level Agreements

Mitigate Risks


Avaya Global ServicesThe Environment In Which We Operate

For “five 9s” reliability for voice in an IP World, we must participate in the architecture, monitoring and

management of the entire domain

IP WorldTDM World

PBX

App Servers / Adjuncts

Expansion Port Networks

For “five 9s” reliability for voice, we must monitor and maintain the PBX


Enterprise Service Platform Secure, Real-time Monitoring of Multivendor IPT Networks

Maximizes network availability through custom monitoring and management of the entire communications domain

– Manages voice, data, communication and business applications rather than just physical infrastructure

Utilizes root cause analysis to diagnose problems such as jitter and latency that can interfere with application performance

Applies expert system-based prescription engine to quickly repair network issues remotely

Delivered through new Secure Intelligent Gateway

– Runs core of network management

– Deployment on customer premises provides highest level of security and SOX compliance

NEW


Enterprise Service Platform Additional Benefits

Fully distributed and web-services based – Breaks scalability barriers– Location flexibility for administrators

Shared responsibility in environments where other managed services providers are engaged

– Augments, rather than disrupts, how customers are currently working

Offers BusinessPartners the ability to sell, brand (white label) and / or participate in management


Enterprise Service Platform

Automated WorkflowEXPERT SystemsWorkflow Engine

– Rules for Service Automation– Trigger Events for Remote On-site resolution

OSS / BSS (back office)Problem ManagementConfiguration ManagementAuditing / SecuritySLA ManagementChange ManagementReporting / NotificationAssorted Patch Mgmt / ASD

Root Cause AnalysisAware of state of Communication Domain environment (topology)System level and time-based correlationSystem level business rules and filters

Aggregation and Filtering“MOM” Manager of ManagersLight correlationBusiness rules and filters on Events

Element ManagerEvent management (Fault, Configuration, etc.)

Element CollectorCollecting, Polling, Intelligent Agent, SW distribution, etc.

PrincipleSurveillance/Reaction Interface

ConfigurationKnowledge

Engine

KE

Patch MgmtRepository /Interaction

Model

PIMCustomer

InformationRepository(CIM, etc.)

CIR DB

TicketingEngine

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 eBonding / Web Portal

CustomerTicketing

NetworkElements

HubIP PhoneRoutersSwitch

PBX / ACDCall Routing /CTI Engine

Self-ServiceIVR w/SpeechWeb MgmtEmail Mgmt

FO / BOWFM, KMBusiness RulesERP, CRM, etc.

Communication Applications


Enterprise Service Platform

Automated WorkflowEXPERT Systems Workflow Engine

– Rules for Service Automation– Trigger Events for Remote On-site resolution

OSS / BSS (back office)Problem ManagementConfiguration ManagementAuditing / SecuritySLA ManagementChange ManagementReporting / NotificationAssorted Patch Mgmt / ASD

Root Cause AnalysisAware of state of Communication Domain environment (topology)System level and time-based correlationSystem level business rules and filters

Aggregation and Filtering“MOM” Manager of ManagersLight correlationBusiness rules and filters on Events

Element ManagerEvent management (Fault, Configuration, etc.)

Element CollectorCollecting, Polling, Intelligent Agent, SW distro, etc.

PrincipleSurveillance/Reaction Interface

ConfigurationKnowledge

Engine

KE

Patch MgmtRepository /Interaction

Model

PIMCustomer

InformationRepository(CIM, etc.)

CIR DB

TicketingEngine

Secure Connectivity• Via SIG on Customer Premise

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 eBonding / Web Portal

CustomerTicketing

NetworkElements

HubIP PhoneRoutersSwitch

PBX / ACDCall Routing /CTI Engine

Self-ServiceIVR w/SpeechWeb MgmtEmail Mgmt

FO / BOWFM, KMBusiness RulesERP, CRM, etc.

Communication Applications

Secure Intelligent Gateway


Enterprise Service Platform DeploymentDistribution of Functionality

Service Assurance Manager

Performance Mgmt and Data Mgmt Engine(s)

SMARTS InCharge Dashboard (Web Interface)

SMARTS InCharge SAM Console

Customer Site

Service Assurance Manager

AvailabilityManager

PerformanceManager

Data Management

Engine

Local Performance Data & Other

Remote Stores

Secure Intelligent Gateway Avaya-developed behavior models

• Discovery (including configuration mgmt)

• Polling• Intelligent Agent

functionality• Alarm receipt• Local correlation• Root Cause Analysis• Local trending (custom

intervals)

Avaya Management

Center(s)

IP Network


Avaya Global ServicesEnterprise Service Platform is at the Core of all Managed Service Offers

Remote and Onsite Services Delivery

Tools & Infrastructure

Solutions Marketing

Multi-Channel Go-To-MarketDelivering solutions the way our customers want

them; through any channel – at their pace

and path of choice

Global solution competencies

Leveraging a foundation of world-class capabilities

Managed Services

Product Support Services

• Remote Network Operations & Management

• Hosted-Operated Services

• Custom Solutions

• Communication Solutions & Integration

• Maintenance


Remote Managed ServicesFirst Solutions for New PlatformCustomer Challenges Solution

Ensure security across communications domain

Managed Security Services for Voice and Data Detects and minimizes security threats to voice and data networks before they become a problem. Is at the core of every Avaya managed service

Prevent quality degradation of IP Telephony service

Minimize downtime

Remote Managed Services for IPT Out-tasking solution to manage Avaya’s IP telephony platforms, associated gateways, voicemail and the underlying IP data network.

Struggle to schedule updates using manual processes

Difficult to determine affect of update

Software Release Management Identification and implementation of product support notices.

Maximize contact center investments

Managed Contact Center ServicesReal-time access to Avaya consultants and management of application components.

Now

Summer

Summer

Introduced Spring ‘04


Remote Managed Services for IP TelephonyComprehensive Out Tasking for Optimal Performance

Provides fault, performance, configuration and security management for IP Telephony and converged communications networks

Delivers flexibility through three service options:

– Basic: supplements a customer’s internal NOC with voice and data monitoring, notification and basic performance reporting

– Enhanced: adds voice management for customers with existing data management

– Premium: full voice, data, and performance management

Availability: North America (now); EMEA, CALA, A/P (summer)

Simple Pricing Strategy: per end-point; depends on selected option

NEW


Case StudyCentennial College Customer

– One of the largest 4-year community colleges in Canada– Recognized leader in technology-enhanced education

Challenge– Utilize IP Telephony to extend geographic reach– Retain competitive edge– Reduce recurring operational expense

Solution– Ten year contract for full managed service:

• Avaya VoIP and contact center solutions• Legacy Cisco and Nortel communications infrastructure

Value Created– Elimination of communications-related capital expense– Allowed key staff to refocus on strategic commitments


Go-to-Market StrategyPlanned availability through all channels: direct, indirect, strategic partnershipsMake service easy to sell, price and buy

– Incentives to sell service at time of product purchase– Straight-forward pricing for easy sale

Targeted programs to current Avaya customers– Road show with demo truck reaching 18 cities to educate

sales channels and customers


Our Commitment to CustomersPath, Pace and Choice

Mitigate the risk of converged implementation – Experienced management of complex

network environmentsPlace security at the core of every managed solutionDeliver solutions tailored to customer needs

– Customer defines the end result and level of involvement

Support choice of channel– Make solutions easy to sell, price and buy

for all channel partners

“In a technology-intensive business like ours, choosing the right infra-structure and applications provider is absolutely vital…and you need the right partner to get peak performance out of that technology. Avaya fits the bill on both counts.” Mindpearl

Managing communications at the heart of business


Official Convergence Communication Providerfor the 2002 and 2006 FIFA World Cup™

FIFA Women’s World Cup USA 2003


Back-up Slides


Selected by IBM to deliver multi-vendor

Managed Services for IP Telephony and

Messaging

Avaya Global ServicesOver 23 Years Maintaining and Managing Networks

Currently under management:Over 3 million Avaya voice mailboxes for service providers and 690,000 Avaya voice mailboxes for enterprises1800 multi-vendor PBXs, 380,000 multi-vendor ports and 97,000 multi-vendor voice mailboxesOver 140,000 multi-vendor routers, switches, and servers Providing secure and continuous access Leveraging patented tools to provide intelligence for network management

A strong platform to build a suite of managed communication services


Remote Network Operations

• Leverage new platform architecture to manage:

– Traditional LAN/WAN and carrier network interfaces

– Voice– IP Telephony– Contact Centers– Messaging– Patch management and

software distribution• Focus on delivering Avaya

reliability to the communications applications domain

• Delivered through Services automation

Custom Solutions

• Manage entire communications environment with single point of accountability

• Typically large enterprises• Customized with specific

SLAs and complex implementation

• Includes– Consulting services– Network evaluation– Migration planning– Business process

integration– Multi-region, multi-

vendor

Hosted Operated Services

• New hosted solutions:- IP Telephony- Contact Centers- Messaging (Q2) - IVR/IR

• Offered to customerstwo ways:

- Through SP’s for customers wanting to expand their SP service

- Direct from Avaya for customers who prefer to work directly with a vendor

• Fully leverages platforms, tools and skills of Avaya Global Services

Managed ServicesGiving Customers a Choice of Managed Solutions


Remote Network Services for IPT: BasicSupplements a Customer’s Internal NOC

24 x 7 Real-time Fault Monitoring– Voice platforms & data network– Correlation of events utilizing Avaya’s Global

Managed Service platform– First level triage of events detected– Validate events– Case management for Avaya product Issues

Service Level– 15 minute notification of major and minor

events

Basic Performance Reporting– Real-time performance events– Consolidated trended reporting in

voice and data network (30 days)

Web Portal for view of Tickets and Reports

Voice and data monitoring, notification, and basic performance reporting


Remote Network Services for IPT: Enhanced Adds Voice Management, Supplements Existing Data Management

24 x 7 Fault Management of Voice and Data Infrastructure

– Real-time monitoring and notification of events in data network

– Real-time monitoring, Isolation, notification and resolution of events on voice platforms

– Correlation of events utilizing Avaya’s Global Managed Service platform

– Carrier agency support where appropriate

– Case management for Avaya product issues

Service Levels– 15 minute notification of major and minor

events– Hourly status updates

Configuration Management (Voice Network Only)

– Remote moves, adds and changes support

– Voice engineering support– Backup of voice platform configurations

Performance Management– Real-time performance events– Consolidated trended reporting in voice

and data network– Analysis with recommendations

Web Portal– View tickets and reports– Shared workspace

Voice management, data monitoring and full performance management


Remote Network Services for IPT: Premium Full Voice and Data Management

24 x 7 Fault Management of Voice and Data Infrastructure

– Real-time monitoring, Isolation, notification and resolution of events in voice platforms and data network

– Correlation of events utilizing Avaya’s Global Managed Service platform

– Carrier agency support where appropriate

– Case management• Avaya product Issues• Data products through appropriate

vendor

Service Levels– 15 minute notification of major and

minor events– Hourly status updates

Configuration Management (Voice and Data)

– Remote moves, adds and changes support

– Voice engineering support– Backup of voice platform & data

device configurations

Performance Management– Real-time performance events– Consolidated trended reporting for

voice platforms and data network– Analysis with recommendations

Web Portal– View tickets and reports– Shared workspace

Voice and data management and full performance management

Date post:	14-Jan-2017
Category:	Technology
Upload:	datacenters
View:	297 times
Download:	0 times

© 2005 Avaya Inc. All rights reserved.

Technology