copyright 2014 riverbed inc. confidential. 1 kevin mcgowan principal consultant september 10, 2015...

Copyright 2014 Riverbed Inc. Confidential.1

Kevin McGowanPrincipal ConsultantSeptember 10, 2015

Achieving Excellence in Managing the UC LifecycleRiverbed SteelCentral™ UCExpert

Copyright 2014 Riverbed Inc. Confidential.2 Copyright 2014 Riverbed Inc. Confidential.2

Agenda

• Background

• Enterprise Gaps and Impacts

• Service Provider Gaps and Impacts

• Four Pillars of UC Deployment Management

• UC Lifecycle Transition

• Keys to Successful UC Lifecycle Management

• UC Lifecycle Management Benefits


Background

• 1998 – Voice over IP carrier integration/implementation

• 2002 – Cisco Unified Communication product development

• 2005 – Cisco UC Deployment Service Delivery

• 2 million + phones verified

• Hundreds of UC projects completed

• Service Providers & Enterprises


Enterprise Gaps and Impacts

• Design standards neglect

• Transformation and Operational Management Challenges

• Frustrating end-user experiences

• Poor adoption & underutilized resources

• Lack of management ‘visibility’ and support tools

• Slow transformation & feature adoption


Service Provider Gaps and Impacts

• Right tools for the job

• On-site support model and increased costs

• Required service assurance & visibility

• Slow project completion

• Verification of all stages of change

• Increased post change tickets


Four Pillars of UC Deployment Management

• Remote device control for UAT verification and advanced issues identification and remediation

• Reduces/eliminate need for end user involvement with troubleshooting

• Comprehensive call and system performance analysis and reports

• Flexible reporting for users, sites, system, and voice quality

• Post deployment initial business performance analysis and reports

• Scalable UAT for 1 – 100s of sites and users

• Emulates users calls, all test calls create CDR records

• Remote device control integrated into automated test results

• Comprehensive pre and post deployment analysis and reports

• Configuration Change Operational Verification


UC Lifecycle Transition

A solution that supports the transition between UC Lifecycle Implement and Operate stages

Day 1Deployment Assurance

Plan | Design | Implement

Day 2Management/SupportOperate | Troubleshoot | Optimize

• Configuration analysis, identify irregularities

• Phone registration monitoring• Comprehensive User Acceptance

Testing (UAT)• Remote troubleshooting &

remediation verification• Final acceptance implementation

and performance analysis and reporting

• Initial business day monitoring

Continuous Service Improvement:

• UC Deployment• UC Migration and

Consolidation• UC System Upgrades• SIP Trunk

Implementation or Migration

• UC Assessment and Optimization

• End user MACDs• Issue troubleshooting and

remediation and root cause analysis

• End User experience monitoring• System, gateway, trunk

performance utilization monitoring

• Call performance monitoring• Call Volume• Call History, Failure, CCR


Keys to Successful UC Lifecycle Management

• Pre-Sales/Sales– Objective:

• Establish Competitive Advantage• Close complete deal – eliminate partial

projects– Assess

• Customers understanding of UC• Customer Operational/Engineering

capabilities• Customers business requirements

– Visibility• Comprehensive deliverables• Adoption• Utilization

– Service Assurance• Implementation Analysis• UAT/root cause analysis/remediation• Post Change performance verification• End User adoption/utilization

Pre-Sales

Plan

Design

Implement

Operate

Optimize



• Plan– Objective:

• Establish Transformation Rate• Service Assurance adoption• Identify customer specific requirements

– Assess• Teams understanding of UC and

alignment with technical design• Implementation and operational

processes and gaps• Key technical and business stakeholders

– Visibility• Identify Analysis/Deliverables:

– System, site, end-user performance and utilization

• Day 2 UC management capabilities and requirements

– Service Assurance• Alignment of analysis and UAT to

implementation plan• Issue remediation and verification plan

Pre-Sales

Plan

Design

Implement

Operate

Optimize



• Design– Objective:

• Alignment to Engineering/Operational requirements

• Identify customer specific requirements– Assess

• Existing UC network implementation, performance and utilization

• Change impact on operational and engineering systems and requirements

– Visibility• Implementation and change analysis• Performance analysis, reporting, and

monitoring• Day 2 UC management capabilities and

requirements– Service Assurance

• Alignment of analysis and UAT to implementation plan

• Issue remediation resources and verification plan

Pre-Sales

Plan

Design

Implement

Operate

Optimize



• Implement– Objective:

• Attain optimal Transformation rate• Reduction/elimination of Day 2 issues• 100% root cause identification of systemic

problems– Assess

• Change execution performance and rate• Service Assurance plan, modify as required• Day 2 UC Management gaps

– Visibility• Pre and post implementation change,

performance, and utilization analysis and reporting

• Issue identification, remediation, and verification

– Service Assurance• Pre and post analysis, UAT, and reporting

Pre-Sales

Plan

Design

Implement

Operate

Optimize



• Operate– Objective:

• Adherence to UC Design Standards• Business adoption and performance

monitoring/reporting• 100% root cause identification of systemic

problems– Assess

• UC Monitoring and Management, capabilities:– Implementation changes– End user performance/adoption– System and resource performance

• Operational execution and issues• Day 2 UC Management gaps

– Visibility• Post change baseline:

– Performance– Utilization– Adoption

– Service Assurance• Modification of operational processes and

systems

Pre-Sales

Plan

Design

Implement

Operate

Optimize



• Optimize– Objective:

• Adherence to UC Design Standards• Pre transformation to ensure technical and

business success– Assess

• UC implementation• UC end user adoption• System performance, utilization, and failures

– Visibility• UC System baseline:

– Performance– Utilization– Adoption

– Service Assurance• Modification of monitoring and management

components as required

Pre-Sales

Plan

Design

Implement

Operate

Optimize


UC Lifecycle Management Benefits

Improved ROI• Standardization for all UC transformation projects

results in predictable transformation rates, resources, and costs accelerating time to value and cost reduction benefits.

EnhancedAdoption

• Increased visibility into feature, device, end-user usage for pre and post transformation enables proactive issue identification and remediation.

Accelerated Change

• Confidence to accelerate the transformation rate and maintain high customer satisfaction.

Superior user

experiences

• Enables organizations to deliver positive end-user experiences while increasing user productivity.

Consistent Managemen

t

• Ensures all required management systems, processes, and training are available to support planned changes.

Reduced Costs

• Reduce/eliminate customer/site visits.• Eliminates unexpected end-user or service impacting

issues.• Reduced mean time to repair/end user reliance.


Achieving Excellence in Managing the UC Lifecycle:Empowered by SteelCentral™ UCExpert

Kevin [email protected](415) 577-0533


Thank You


copyright 2014 riverbed inc. confidential. 1 kevin mcgowan principal consultant september 10, 2015...

Documents

system performance analysis

post deployment analysis

uc deploymentuc migration

optimizeconfiguration

end user involvement

impactsservice provider

test calls

uat verification