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www.ir.com
50 Countries Global
market reach
Over 1000
Customers
Performance & Availability ManagementBest Practices for Voice and Unified Communications
May 2013
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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
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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.
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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
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Providing Business Insight™
UC Business Benefits & Drivers
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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.
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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
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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
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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
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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
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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
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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
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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
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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
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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