TACKLING TECHNICAL CHALLENGES IN THE DELIVERY OF …€¦ · Cloud-Based Services Have Gone...

1

TACKLING TECHNICAL

CHALLENGES IN THE DELIVERY

OF CLOUD APPLICATIONS

Greg Hill

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6 © 2016 Avaya Inc. All right reserved

6

AGENDA

Why Cloud Services are Growing Today

Challenges faced when moving to the cloud

Traits of World-Class Cloud Providers

Avaya Cloud Delivery

Summary


7

APPLICATIONS DELIVERY IS CHANGING FROM

TECHNOLOGY TO OUTCOMES BASED…

CLOUD HAS A MAJOR ROLE

BUSINESS

OUTCOMES

Big data

Sip

SDN

Right sourcing

Globalization

Paradigm shift Collaboration

Sustainability Mobility XaaS

Scalability


8

REASONS WHY CLOUD IS GROWING

Reduces total cost of ownership

Receive benefits of migrating current applications without high capital costs

Ensure the Quality of Service with less downtime

Employees able to focus on your key goals instead of day to day operations

Improved information with real time management platform, tools &reporting

Ensure consistent Global quality processes

7 by 24 support, ensuring quick resolution to those unexpected problems

Improved flexibility, resources you need at fixed predictable costs

Address gaps in meeting your top business requirements

Lower staff costs, less training and onboarding costs


9

WHO KNEW “CLOUD” COULD MEAN SO MANY THINGS?

CaaS

Private

Per User

Public Rental

Utility

Hosted

AOB

High Water Billing

Managed & professional services are often included but are not the same as cloud

WHAT IS CLOUD?

IaaS


How do I overcome all

the challenges?

Security

© 2016 Avaya Inc. All right reserved

What’s the right option

for my organization?

Cloud


THE ENTERPRISE CONSIDERS TRANSITIONING TO THE CLOUD

Cloud Communications

2010’s+ Enterprise Cloud(s)

2000’s

IP Communications

Enterprise Software Stack

1990’s

Computing | Communications

Enterprise Software Stack

Bridge the

Transition

Bridge the

Transition

Industry Model

Vendor Strategy:

Competency Strategy:

Architecture Strategy:

Vertical Model

Deliver a Stack

Vertical Integration

Proprietary, Closed

Horizontal Model

Deliver a Layer

Orchestrate the Stack

Client-Server, Open

Cloud Model

Deliver a Node

Integrate Across the Cloud

IaaS, Hybrid Cloud


PEOPLE ARE CHANGING THE WAY THEY WORK

COORDINATED COLLABORATION

(The last 10 years)

CONTINUOUS COLLABORATION (The next 10 years)

Planning and Reacting

Top Down / Org Hierarchy

Internal Centric

Structured Work

Work vs. Personal time

Periodic Data / Metric Reporting

Tightly Integrated Application Suites

Licensed Software

Sensing and Responding

Bottom Up/Personal Collaboration Network

Team and Crowd / Outside In

Unstructured Work Rhythm

Blended Work + Personal time

Real-time Data, Analytics & Visualization

Loosely Coupled Web Applications

Subscription Services


TECHNICAL CHALLENGES AND VALUE PROPOSITION

TODAY’S CHALLENGES

Limited IT budgets, Limited to No Capital

Increasingly complex application environments

Limited IT resources. Increasing cost to attract, retain and train.

Increasing costs to purchase and maintain IT tools.

Challenging to manage system obsolescence and integration

Aging Infrastructure but limited to no capital available

Require flexibility on users (up/down)

Reduce Total Cost of Ownership (Operations, Staff, Tools, Training, HW/SW)

Business Model (Opex, Predictable Cost, Simple, Flexible)

Outsource Complexity (System Integration, Management, Skill sets)

Improved Productivity (Advanced Applications Deployed Quickly)

BENEFITS BENEFITS


ADDITIONAL CHALLENGES TO CONSIDER

Training

Talent Management

Tools

Your IT staff never reaches the state where it is fully trained

It’s always “in training” because there’s always something new to learn

Having the right talent in the right place at the right time

Adjusting to the changing needs of the business and shifting, adding, and rationalizing talent to meet those needs

Give your staff the right tools to create an effective and efficient infrastructure

Continuous

Assessment

How trained

is your staff?

Are they deployed

most effectively?

Do they have

the tools they need?

Communications domains include equipment and software from many different vendors

Technology and Applications are changing so rapidly, that monitoring and analysis toolsare extremely important

Without support and analysis tools, it’s almost impossible to understand what’s happening


TODAY’S MONITORING AND ANALYSIS TOOLS

Reactive

Proactive or

Real Time

Predictive

Historical

Something has happened, and it requires a fix

Presents the level of activity, such as packet loss,

jitter, echo, latency and delay, etc., that is taking

place right now on your network

Based on monitoring and analysis of what has been

happening on the network over a period of time, what certain

conditions are likely to occur in the foreseeable future

Let’s take a look back at the way this organic communications

environment has functioned and determine whether there’s a

better way to do something so we can get a better ROI on our

equipment, our tools, and our people


ADDITIONAL CONSIDERATIONS

Financial Business

Alignment Change

IT is a service organization

that must anticipate the

requirements of the users it

serves

Understand the business,

were it is going, and why

Attitude of IT executives

concerning change

Constant change is

a fact of life

Embrace change in an

informed and cautious way

Trust, but verify—requires

constant and brutally honest

introspection

No new capex dollars,

C-levels want to preserve

cash for future


BENEFITS OF FULL SERVICE CLOUD PROVIDER

Reducing operational costs and increasing network and

application reliability

Leveraging cloud provider to help manage the

complexities of integrating new and legacy technologies

across multiple platforms

Accelerating the business through a shift to unified

communications environments while reducing overall

risk and realizing full productivity earlier


Cloud BEST Practices


FIVE TRAITS OF WORLD-CLASS CLOUD SERVICE PROVIDERS

Focus on Customer Performance and Growth

Strong Application Delivery and Management

Flexibility

Accountability

Standards-based Global delivery and Services



Focus on Customer Performance and Growth

Ability to provide multivendor support

Management platform that can quickly

adapt to emerging technologies

Strong focus on applications in addition

to network elements

Strong focus on user experience monitoring

to address actual and perceived service

level performance

Personnel who understand how to improve

overall solution performance



Strong Application Delivery & Management

Staff experience

The number of customers, ports and

seats the provider hosts and manages

How well the provider understands SIP

What standards the provider applies

to its services

Factors to consider

in assessing the

application

capabilities

include:



Flexibility

Buy and/or build arrangements tailored to a customer’s spending model

Pricing models that accommodate the changing needs of the customer

Private, Public or Hybrid models

Technical and business experience and capabilities that minimize the learning curve at the beginning of the relationship and adapt to changes in the customer’s business over time

Customizable services



Accountability

Customer control and a customer-facing Web portal

Full transparency of tools, processes and knowledge

A real-time network and applications view

Performance guaranteed through SLAs



Standards-based Support and Managed Services

ITIL or other Global based standards

Agreement on nonstandard nomenclature

Responsibility and delivery for multivendor environments accepted

Clear understanding of additional pricing for incremental tasks


Avaya Cloud Services Overview


EVOLVING AVAYA’S COLLABORATIVE CLOUD SOLUTIONS

2014

Cloud based Continuous

Collaboration

On-Premises based

Collaboration

2015 2016

On-Premises Collaboration

Partner Hosted + Avaya Hosted

Cloud Communications Platform-as-a-Service

PaaS

Continuous Collaboration Cloud

SaaS

Interaction Analytics Cloud


CLOUD MODELS DEFINED

PUBLIC

Multi-tenant – More than a single customer using a shared platform

Fewer customization options

100% hosted in cloud

100% SIP trunking

PRIVATE

Dedicated to a single customer

Total flexibility in design

On and off-premise options

Managed Services included

Cloud option for enterprises with business needs for compliancy, security & customization

HYBRID

Augments existing Avaya premised based solutions with cloud apps / agents

Place some apps in cloud, some on premise (including survivability)

Best solution as a migration path to cloud from existing infrastructure

Available with public (multi-tenant) or private models

What does this mean in Avaya?

AV UCaaS/CCaaS Public

(Management Services Optional add-on)

APCS AOB Model Private

(APCS Management included)

APCS Custom Model Hybrid (APCS Management included)


WHY CHOOSE CLOUD BASED SERVICES?

ADDRESS THE GAP

Between what an IT

department can deliver & what

the business requires

REDUCE COSTS

Managed services can reduce

costs in large enterprises by

as much as 35%

PROVIDE FLEXIBILITY

Resources to meet the unique

needs of your business at a

fixed and predictable cost

Cloud-Based Services Have Gone Mainstream…

71% of businesses expect to have external-facing production applications in the cloud by 2017*

The Unified Communications Cloud market is expected to reach $11 Billion by 2019*

…And Can Help Your Business

Sources: *Verizon – “State of the Market Enterprise Cloud 2014 Report”; **IDC


Avaya Cloud Delivery Governance


STRONG GOVERNANCE PRODUCES SERVICES QUALITY

Mitigation of potential risks and hidden issues before deal closure

Seamless flow from pre-sales to Day 2 support

Reduced time to revenue

Customer satisfaction/retention

Fiber of our APCS Fabric and Culture

Rigorous programs and policies with well defined process and tools

Process creation and evolution to deliver ever-increasing value to our customer

Listen intently to and communicate openly and forthrightly with our customers

What Benefit

Risk Reduction High Quality designs Smooth Service Transition Results delivered as

designed Customer Satisfaction

Governance reviews on all deals

Formal processes and checkpoints

Quality assessments throughout the life of a contract

Leverages Avaya Best Practices and key learning‘s

Cross Functional Alignment


A CONTINUOUS CYCLE OF QUALITY IMPROVEMENT

APCS Quality Programs

▸ Pre-sales Governance

▸ Formal Escalation Programs

▸ Monthly Drop Cloth Assessments

▸ Failure Mode and Risk Analysis

▸ Bi-weekly and monthly checkpoints

▸ Transaction Quality Assessments


SERVICE

TRANSITION

PROGRAM

The objective of the Program activity stream is to establish the conditions and framework consistent with the Customer’s requirements to execute the transition to an agreed upon schedule

Activities Include:

Program Management Office (PMO) Design – Avaya will review with

the customer Avaya’s Implementation teams’ pre-defined roles and

responsibilities. During the service transition, Avaya and customer

jointly gather the end-user data (IP Addresses, Security

requirements, etc..) required to implement the Services by

interfacing with the customer’s key contacts to gather data and

document appropriate support processes and procedures

Configuring and testing the connectivity required for monitoring and

remote support

Operations Plan – Identifies the business support processes

associated with the delivery of the Service offers. The Operations

Plan also includes escalation contact list and process flow charts

System set-up, including connection to Avaya’s monitoring and

remote access systems

Account set-up in Avaya Tools


TRANSITION

GOVERNANCE

Global International Program Office

Overall global responsibility that goes beyond program management

The IPO plays a critical role that starts with pre-sales and continues until systems are fully deployed

IPO helps engineer the commercial deal, provides all PS pricing, ensures that solutions proposed can be supported, formulates the program plan and structure and participates in all global client meetings

The IPO becomes a key strategic partner in the client team and provides comprehensive support across multiple disciplines

Client

International Program Office (IPO)

Global Program Leader and Manager

Direct coordination with CLIENT PM

Africa

Local

Project

Resources

America

Local

Project

Resources

Asia Local

Project

Resources

Europe

Local

Project

Resources

Selection, ramp up and

management of local resources

Global leadership and mentoring

Avaya Account

Team

The IPO

provides a

certified and

experienced

single point of

contact with full

authority and

responsibility

for the entirety of

the global

deployment


Summary and Questions


STRENGTH OF AVAYA PRIVATE CLOUD SERVICES

Global Footprint

Custom tailored solutions

Multi-Vendor

Full OpEx financial models

ITIL alignment

– Service Definition

– Delivery

– Tools

Private cloud options

Custom global billing and reporting

for client IT and line of business

owners

Custom SLAs with remediation

Nine Global NOC’s Managing:

− Over 500 clients

− 3.1M+ voice ports

− 450,000+ contact center agents

− Over 1000 managed video endpoints

700+ resources dedicated to

communications managed services

In-depth application expertise

20+ global outsourcing clients in

every region

85% of clients have mixed

environment including Cisco,

Siemens, Juniper, Extreme

15+ years experience

Global Track Record Key Differentiators Management Platform

Predictive, proactive multi-vendor

management platform

Management of SIP, collaboration,

mobility and contact center

Highly secure

Complete transparency

of performance

Customizable portal from any device


SUMMARY Avaya offers a variety of Cloud and Managed

Services providing options to build the best

communications solution for your organization

Avaya Can Help You:

Refine your investment priorities

Determine your ROI

Show you additional strategic

benefits over time

Get you started on a road map and steps to

take to reach your future state

A Proven Services Approach:

Financial modeling based on real-world

benchmarks for communication use

Application of best-in-class architecture design,

based on proven reference architecture

Cost-benefit analysis approach justifies future

investments in various communications

ownership and delivery models

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TACKLING TECHNICAL CHALLENGES IN THE DELIVERY OF …€¦ · Cloud-Based Services Have Gone...

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