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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. 2 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 3 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. 4 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. 5 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 6 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 7 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.) 8 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) 9 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. 10 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 ● ● ● Correlation and validation of alarms ● ● ● ● ● ● ● ● ● ● ● 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 ● ● ● ● ● ● ● Hourly updates of IPT platform service outages ● ● Hourly updates of data equipment service outages Time to complete remote, simple MAC - 2 bus days ● ● ● ● ● Basic Enhanced Premium ● ● ● ● ● ● ● ● ● ● ● ● Performance Management Trouble and performance reports via web portal Trending Reports Analysis of trending reports & recommendations Limited Voice only ● Technical Consulting Voice Engineering support (BOH) Service Level Objectives 15 minute customer notification of service outages Security ● ● ● ● ● ● ● 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 ● ● Note: BOH stands for “Block of Hours” © 2005 Avaya Inc. All rights reserved. 11 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 12 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 13 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 14 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 15 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 16 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. 17 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. 18 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. 19 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. 20