VoIP Professional Services Management

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(No Transcript)
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VoIP Professional Services Management

• Les Goldman
• Manager Product Management
• Verizon

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We all know what to do during some emergencies
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Dont Use New Tools in Old Ways

• Unified Communications offer (require) new
  approaches
• Defining the application
• Design implications
• Ongoing management options

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An Evolving Business Environment

• Today

Yesterday
Worker tied to desk Virtual workforce, in 83 of organizations
On-site MACs, users wait on IT Remote MACs, scheduled around end user
PBXs are 99.999 reliable UC apps must be reliable too
PBXs change infrequently Constant change, constant patching
Corporate dictates user features End-user consumerism
Enterprise must do it all More flexible approaches with MSPs
Nemertes Research, VoIP and Beyond, Network
World, June 2007
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The Increasing Complexity of VoIP
Wi-Fi Hotspots
Wireless Network
PSTNPhone
PSTNPhone
IBM Voicemail
PDA and Wi-Fi
RedirectServers
SIP ApplicationServers
Network SIPServers
Hosted IP PBX
Laptop
Mobile Enterprise
Verizon Switchnet
Verizon Data Center
Wireless LAN
Integrated Router/Firewall with QoS
NetworkGateway
Router/ Gateway
Internet or Private IP
LAN
Firewall
T1/DSL
LAN
SIP Phone
Router/ Gateway
SIP Phone
Firewall
PSTNPhone
PSTNPhone
SIP Phone
SIP Phone
LAN
Customer Premises
Customer Premises
PBX IP-Centrex Mobile Roaming
IP-Centrex or Hosted IP-PBX
Customer Premises
IP PBX
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The Challenges of Supporting VoIP

• No longer typical network problem solving
• Troubleshooting goes beyond typical network
  issues
• Hardware, network and application/configuration
  issues
• Problems can be solved but take significant time
  and specialized tools
• QoS and Call Quality issues
• Dropped calls
• Mobile phones and connections
• Softphones and integrated applications
• Result is often frustrating rounds of finger
  pointing
• Addressing new ongoing needs
• MACs are simpler than traditional telephony
  implementations, right?

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Balancing Business Objectives

• Administration is a full-time job
• Monitoring your network
• Administering your voice solutions
• Wearing a customer support hat
• Acquiring new skills

• Do you have ample resources to address what is
  becoming important to your business?
• Going Green
• Mobility/Remote Worker Solutions
• Industry and Location Consolidation
• Customer Service Requirements
• Legal and Regulatory Change

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When to pull the alarm?
Source ALINEAN, November, 2006
Often (companies) install the VoIP system with
the full intention of managing it themselves. But
after doing so for about 12 to 24 months, they
decide to rely upon a third party to manage the
infrastructure. Nemertes Research, 2007
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IT Maturity the Role of the MSP

• Single point of Accountability
• Monitor Infrastructure End-to-End
• Enable Application Level Visibility and Control
• Application Level SLAs
• Handle Day-to-Day Firefighting
• Provide predictable cost

• Align IT with Business Objectives
• Deliver Services to Business
• Drive Innovation to Enable New Business
  Opportunities
• Manage Risk
• Use internal resources more efficiently

Managed Services Provider
Enterprise IT Department
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User Maintained VoIP
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VoIP with Partial Outsourcing
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Outsourced VoIP Solution
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End-to-End Visibility Uptime
Edge Visibility and LEC/ Verizon E-Bonding
Visibility and Control
Visibility or Control
LEC PoP
Customer Site
Verizon Business PoP
Automated Dispatch to LEC
Switch
FR/Private IP/ATM InternetSwitch
M13-DS1to DS3 Mux
SmartJack
CSU/DSU
M13-DS1to DS3 Mux
DS3-DS1DXC
FiberMux
FiberMux
Phone
Router
X
Verizon RemoteLoop-Back Points
Verizon ITSTest Points
PC
FaultManagementProactiveMonitoring
Out-of-Band Router Dial Access
Rapid Fault Isolation can save on average between
30 and 60 minutes of downtime per event.
Verizon Business Expert System Rapid Fault
Isolation (Subject of one or more U.S. patents
pending)
LEC Automated Dispatch is limited to U.S.
locations only
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Selecting an MSP

• Ability to perform history
• References
• Scope of capabilities
• Service Level Agreements
• Breadth of technology expertise
• Customer Enablement/Dashboard
• Strategic partnerships
• Disciplined change management process and
  methodology

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Thanks for Your Attention!