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Avaya Global Managed Services
Converged Communication Management
Remote Managed Services for IP Telephony
© 2005 Avaya Inc. All rights reserved.
Managed Services
Remote Network
Operations
Custom
Solutions
Hosted
Solutions
• Software Release
Management
• Remote Managed
Services for:
• IPT
• Traditional
Telephony
• Messaging
• Data
• Contact Center
Services
• Managed Security
• Full Managed
Services w/o assets
• Full Managed
Services w/ assets
• IPT Migration
Services
• Contact Center
Technology
Outsourcing
• Managed Hosted
Solutions
• IPT/VM
• Managed Services
for SPD hosted
solutions
Customers focus on their business, we focus on the technology…
© 2005 Avaya Inc. All rights reserved.
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Avaya Global Services
The Environment In Which We Operate
TDM World
IP World
PBX
App Servers / Adjuncts
Expansion Port
Networks
For “five 9s” reliability for
voice, we must monitor and
maintain the PBX
© 2005 Avaya Inc. All rights reserved.
For “five 9s” reliability for voice in an
IP World, we must participate in the
architecture, monitoring and
management of the entire domain
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Enterprise Services Platform
Market Needs - Four Attributes
The new platform architecture enables Avaya to deliver focused, custom
monitoring and management for each individual customer for the
ENTIRE COMMUNICATION DOMAIN
– Voice, data, applications & “solutions”
The architecture is fully distributed and web-services based
– We have broken through the scale & economies
of scale barriers
The architecture was purposefully built with technology
to enable divided (shared) responsibility
– We CAN navigate the managed services issues where multiple
managed services providers present
The offer is made available through multiple channels to provide
delivery options to our customers
– We offer our partners the ability to sell, brand and participate in
portions of management that leverage their capabilities.
© 2005 Avaya Inc. All rights reserved.
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Unique Enterprise Service Platform
Supports Continuum of Avaya Managed Solutions
Provides a real-time view of converged applications
NEW
and network environment
– Automated correlation provides quicker root cause analysis for:
• Faster remediation of issues
• Maximized network availability
Secures network connections – SOX compliance
Provides Service Level Agreement management
Leverages Avaya’s rich heritage in behavior models for communication
platforms (Experts)
Performs root cause analysis through intelligent tools that
filter/aggregate events
Delivered through Avaya’s new managed services secure intelligent
gateway (SIG) -- an appliance deployed on a per customer basis
© 2005 Avaya Inc. All rights reserved.
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Enterprise Service Platform
Automated Workflow
OSS / BSS
EXPERT Systems
Workflow Engine
– Rules for Service Automation
– Trigger Events for Remote On-site resolution
Problem Management
Configuration Management
Auditing / Security
SLA Management
Change Management
Reporting / Notification
Assorted Patch Mgmt / ASD
Root Cause Analysis
Aware of state of Communication Domain environment (topology)
System level and time-based correlation
System level business rules and filters
Ticketing
Engine
Aggregation and Filtering
“MOM” Manager of Managers
Light correlation
Business rules and filters on Events
Configuration
Knowledge
Engine
Principle
Surveillance/Reaction Interface
Element Manager
Event management (Fault, Configuration, etc.)
Element Collector
Collecting, Polling, Intelligent Agent, SW distribution, etc.
Secure Connectivity
• Via Secure Intelligent Gateway
Private
(Frame, ATM, Leased Line, etc.)
Managed Services Target (Customer)
•
•
•
•
•
Where events occur
Security / Firewalls
Secure Intelligent Gateway
Active Intelligent Agents
eBonding / Web Portal
© 2005 Avaya Inc. All rights reserved.
Network
Elements
Hub
IP Phone
Routers
Switch
KE
CIR DB
PIM
Customer
Information
Repository
(CIM, etc.)
Patch Mgmt
Repository /
Interaction
Model
Public
(Internet, VPN, etc.)
Communication Applications
Self-Service
PBX / ACD
IVR w/Speech
Call Routing / Web Mgmt
CTI Engine
Email Mgmt
FO / BO
WFM, KM
Business Rules
ERP, CRM, etc.
Customer
Ticketing
eBonding / Web Portal
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Enterprise Service Platform
Automated Workflow
OSS / BSS
EXPERT Systems
Workflow Engine
– Rules for Service Automation
– Trigger Events for Remote On-site resolution
Problem Management
Configuration Management
Auditing / Security
SLA Management
Change Management
Reporting / Notification
Assorted Patch Mgmt / ASD
Root Cause Analysis
Aware of state of Communication Domain environment (topology)
System level and time-based correlation
System level business rules and filters
Secure
Intelligent
Aggregation
and Filtering
Gateway
Ticketing
Engine
“MOM” Manager of Managers
Light correlation
Business rules and filters on Events
Configuration
Knowledge
Engine
Principle
Surveillance/Reaction Interface
Element Manager
Event management (Fault, Configuration, etc.)
Element Collector
Collecting, Polling, Intelligent Agent, SW distro, etc.
Secure Connectivity
• Via Secure Intelligent Gateway
Private
(Frame, ATM, Leased Line, etc.)
Managed Services Target (Customer)
•
•
•
•
•
Where Events occur
Security / Firewalls
Secure Intelligent Gateway
Active Intelligent Agents
eBonding / Web Portal
© 2005 Avaya Inc. All rights reserved.
Network
Elements
Hub
IP Phone
Routers
Switch
KE
CIR DB
PIM
Customer
Information
Repository
(CIM, etc.)
Patch Mgmt
Repository /
Interaction
Model
Public
(Internet, VPN, etc.)
Communication Applications
Self-Service
PBX / ACD
IVR w/Speech
Call Routing / Web Mgmt
CTI Engine
Email Mgmt
FO / BO
WFM, KM
Business Rules
ERP, CRM, etc.
Customer
Ticketing
eBonding / Web Portal
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The Intelligent Agent –
an Essential Managed Services Appliance
Remote monitoring & management of applications REQUIRES
MORE THAN Simple Network Management Protocol (SNMP)
“Nodes” in the communication application domain are made up of
platforms that consist of Hardware, Operating System, Application
Intelligent Agent based monitoring & management
Ability to exist and function in a SECURE managed environment
Managed Services Secure
Intelligent Gateway (MS SIG)
MS Management
Platform
© 2005 Avaya Inc. All rights reserved.
Intelligent Agent
SSG/AIM/etc.
Intelligent Agent
MS SIG
Target (Customer) Platform
Application
(ACM, IC, IR, etc.)
Operating System
(Linux, MS Windows, Solaris)
Hardware
(PC, etc.)
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Managed Services Deployment Architecture
SMARTS InCharge
Dashboard (Web Interface)
SMARTS InCharge Console
Performance
Mgmt and Data
Mgmt Engine(s)
Service
Assurance
Manager
IP
Network
Customer
Site
Availability
Manager
© 2005 Avaya Inc. All rights reserved.
Performance
Manager
Management
Center(s)
Avaya Developed
Behavior Models
Secure Intelligent Gateway
Secure
Assurance
Manager
Avaya
Local
Performance
Data & Other
Remote Stores
Data
Management
Engine
• Discovery (including
configuration mgmt)
• Polling
• Intelligent Agent
functionality
• Alarm receipt
• Local correlation
• Root Cause Analysis
• Local trending (custom
intervals)
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Remote Managed Services for IP Telephony
First managed solution based on new platform
NEW
Comprehensive out-tasking manages IP Telephony and converged
communications network
Provides fault, performance, configuration and security management
Delivers flexibility through three service options:
– Basic: supplements a customer’s internal NOC with voice and
data monitoring, notification and basic performance reporting
– Enhanced: for customers with existing data management, adds
voice management, data monitoring and full performance
management
– Premium: full voice, data, and performance management
© 2005 Avaya Inc. All rights reserved.
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Remote Managed Services for IPT
24 x 7 Monitor/ Fault Manage
Basic
Enhanced Premium
Real-time intelligent agent monitoring, Isolation and
Notification on Voice Platforms and in Data Network
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Correlation and validation of alarms
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Case Management for Avaya Voice Product troubles
Network Service Provider Agency
Resolution of events in Data Networks
Case Management of Data issues
3rd Party data Equipment Agency
Single Point of Contact (SPOC)
800# to Managed Services Delivery Team
Designated Team (Tier 2 & 3)
IPT platform Alarm monitoring
Customer notification of security event
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Hourly updates of IPT platform service outages
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Hourly updates of data equipment service outages
Time to complete remote, simple MAC - 2 bus days
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Basic
Enhanced Premium
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Performance Management
Trouble and performance reports via web portal
Trending Reports
Analysis of trending reports & recommendations
Limited
Voice only
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Technical Consulting
Voice Engineering support (BOH)
Service Level Objectives
15 minute customer notification of service outages
Security
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Data Network Engineering support (BOH)
Configuration Management
Remote Moves, Adds and Changes Support for Voice
platforms
Remotely administered System Backup for Voice
platforms
Remote Moves, Adds and Changes Support for Data
devices
Remotely administered System Backup for Data
devices
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Note: BOH stands for “Block of Hours”
© 2005 Avaya Inc. All rights reserved.
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Choose From Three Service Options
Option 1: Basic
Monitoring of Avaya’s IP telephony platforms, associated
gateways and phones, and the data network*
–Enables quick notification to your internal staff for rapid
resolution and prevention of issues before voice
communications are compromised
–Relieves need of continuous investment in latest network
management tools
–Provides your IT team with visibility and control through our
Enterprise Service Platform, the Enterprise Service Platform
© 2005 Avaya Inc. All rights reserved.
*Data network associated w/ IP
applications
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The Avaya Solution - What’s Inside
Basic Option
Single Point of Contact
● 800# to Managed Services Team
● Designated Tier 2 & 3 Teams
24 x 7 Fault Monitoring of Voice and Data Infrastructure
● Real-time Monitoring and Notification of
events in Voice and Data Network
● Correlation and Validation of events utilizing
Avaya’s Enterprise Service Platform
● Case Management for Avaya Voice product issues
Service Levels
● 15 Minute Notification of Service Outages
Basic Performance Reporting
● Real-time performance threshold notification
● Consolidated trended reporting
● Web portal view of tickets and reports
Security
● IPT Platform Monitoring
© 2005 Avaya Inc. All rights reserved.
● Customer notification of security events
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Choose From Three Service Options
Option 2: Enhanced
Management of Avaya’s IP telephony platforms, and
associated gateways and Monitoring of the data network*
–Trend analysis and adjustments to your IP systems before
performance is disrupted, so your IP telephony environment
can continue running smoothly
–Continues to provide your IT team with increased visibility and
control through our Enterprise Service Platform
–Relief from hiring and training additional support and the
ongoing investment in maintaining advanced network
management tools
© 2005 Avaya Inc. All rights reserved.
*Data network associated w/
supporting IP applications
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The Avaya Solution - What’s Inside
Enhanced Option
Single Point of Contact – Same as Basic
24 x 7 Fault Monitoring and Management of Voice and Data Infrastructure
● Basic + Network Service Provider Agency
Service Levels
● Basic + Hourly Status Updates of IPT service outages ● Time to complete Remote & Simple MACS
Performance Management
● Basic + Trending ● Analysis and Recommendations (voice only)
Security – same as Basic
Technical Consulting
● Voice Engineering Support block of hours
Move, Add, Change and System Backup
● Remote Moves, Adds, Changes for Voice
© 2005 Avaya Inc. All rights reserved.
● Remotely Administered System Backup for Voice
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Choose From Three Service Options
Option 3: Premium
Management and Monitoring of Avaya’s IP telephony
platforms, associated gateways, and the data network*
–Trend analysis and network adjustments to prevent service
disruptions, for smooth IP operations
–Relief from hiring, staffing and training additional support and
the ongoing investment in maintaining the latest network
management tools
–Increased productivity and flexibility of your in-house IT
resources
© 2005 Avaya Inc. All rights reserved.
*Data network associated w/ IP
applications
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The Avaya Solution - What’s Inside
Premium Option
Single Point of Contact – Same as Enhanced
24 x 7 Fault Monitoring and Management of Voice and Data Infrastructure
● Enhanced Services + Resolution of events in Data Networks ● Case Management of Data issues
● 3rd Party Data Equipment Agency
Service Levels
● Enhanced + Hourly Updates of Data Equipment Outages
Performance Management
● Enhanced Services + Analysis and Recommendation for Voice and Data ● Shared Workspace
Security – same as Enhanced
Technical Consulting
● Enhanced Services + Data Network Engineering Support (in blocks of hours)
Move, Add, Change and System Backup
● Enhanced Services + ● Remote Move, Add, Change Support for Data Devices
● Remotely Administered System Backup for Data Devices
© 2005 Avaya Inc. All rights reserved.
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Software Release Management
Avaya will offer a choice between two packages
Comprehensive Release Management
– Avaya as the Single Point of Accountability for Management of the Update
Process
• Customers who want a 3rd party to manage the risk assessment, schedule and
update process for the supported products
• Customers who do not have internal experts or tools to help them assess when
to implement a change and are reluctant to invest in resources or tools
Notification Service
– Customer Accountability for Management of the Update Process
• Customers who want to maintain direct management of the impact assessment
and update process
• These customers will benefit from Avaya automation for maintaining inventory
information and identifying specific updates that should be considered
Guiding principle in both packages
– The Customer authorizes final decision to implement any update
© 2005 Avaya Inc. All rights reserved.
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Software Release Management
Solution Options
Notification Service
Maintain inventory records
Formal notification the released PSN
affects Customer
Identifies the affected sites and products
Periodic Reports
– Supported Product Reports
– Inventory Report
– Configuration Exception Report
Comprehensive Release Management
Maintain inventory records
Formal notification the released PSN affects
Customer
Identifies the affected sites and products
Impact Assessment (Benefits and Risks)
Qualification per Customer’s Business Rules
Define and Manage Update Schedule
Execute updates including back-up, restore
and reboot
– On-Site and Remote
Periodic (Monthly) Reports
–
–
–
–
–
Supported Product Reports
Inventory Reports
Configuration Exception Reports
PSN Updates Report
PSN History Report
Service Level Objectives for Notification
Service Relationship Manager (Add-on Option)
© 2005 Avaya Inc. All rights reserved.
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Official Convergence Communication Provider
for the 2002 and 2006 FIFA World Cup™
FIFA Women’s World Cup USA 2003
© 2005 Avaya Inc. All rights reserved.
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