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Performance & Availability ManagementBest 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

UnifiedCommunications

ContactCenter

SIP

IP Telephony

Voice MailVideo

Presence & CollaborationConferencing

Avaya MMCisco Unity

Providing Business Insight™

UC Business Benefits & Drivers

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 DeploymentDedicated resources with core project team Dependency projects (WAN, LAN, DC, Exchange) Competing projects (new sites, business drivers, etc.)

Risks to Value Management / MetricsFinancial impact of parallel systems at Call center sitesDecommissioning 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 ExCapital Ex

VoIP

Ope

ratio

naO

pera

tiona

l Exp

ense

l Exp

ense

TDM

Knowledge & Visibility

Maintain and Transform

Complexity of Technology

Functional Silos

Operational Operational ExpenseExpenseDriversDrivers

OpE

x 4-

5X C

apEx

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 & ReportingForensic 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 22nd, 2015

At 2nd Avenue & 17th street, the capacity is highest and the road should be widened

27% of all traffic accidents happen at 6th Avenue and 23rd 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 21st

Junction of 17th 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 Management1. Create an Effective Early Warning System2. Reduce MTTR and Eradicate Recurring Issues3. Optimize Operations and Environment

Minimize Expensive Outages

Ensure New Technology

Success

Optimize IT Operations &

Resources

Improve User Perception & Satisfaction

Ad Hoc Service Aligned

Providing Business Insight™

Best Practices for UC ManagementEffective 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 ManagementReduce 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 ManagementOptimize 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