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© 2011 NetIQ Corporation. All rights reserved.© 2010 NetIQ Corporation. All rights reserved.
Advanced UC Management
Martin AnwyllProduct Line Specialist, VoIP and UC Management solutions +44 7825 239 776 [email protected]
© 2011 NetIQ Corporation. All rights reserved.
Challenges
Business interruptions due to unpredictable or poor quality of service.
Convergence of voice, data and applications cause resource competition on the network
Many manual tasks Lengthy resolution timescales Implementing new releases,
versions, firmware
Higher than expected Total Cost of Ownership and Management
How to overcome
Real-time monitoring of call quality issues and automatic diagnostics to help identify issues.
Proactively manage the applications and correlate with other analysis and config tools
Automatic workflows that carry out periodic manual functions.
VoIP Assessments before all upgrades and expansions
Deploy a comprehensive Management Solution with IT Process Automation
Customer Challenges
© 2011 NetIQ Corporation. All rights reserved.
What is Automation?
Run Book Automation
Orchestration
ITPA
Process Management
Workflow Automation
3
© 2011 NetIQ Corporation. All rights reserved.
Reduce InefficienciesIntegrate with existing tools and automate
Network Management
Server Management
VoIP Management
Application Management
Service Desk
ManagedTechnologies
Monitoring, Analysis,
ConfigurationTools
IT Functions
Each group has tools, often with feature overlap
A small percent of features are actually used
ITPA, through adapters, can leverage more features, reducing: Human error Manual laborWhile improving: Knowledge
sharing Consistency
© 2011 NetIQ Corporation. All rights reserved.
1. Systems Management tool to scan the voicemail server for expired or invalid passwords (which results in locked mailboxes).
ITPA Tool
Systems Management
Reset Voicemail PasswordsFor Expired or Invalid Unified Messaging Mailboxes
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2
3
4
5
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Manager
2. Systems Management discovers expired or invalid passwords and raises events to ITPA Tool .
5. ITPA Tool commands Systems Management to reset the selected password.
4. The manager chooses from a pre-defined list of actions (reset or decline). E-mails not responded to within 24 hours are escalated to the VoIP Administrator.
3. ITPA Tool consolidates events by manager and e-mails the managers asking for approval to reset the passwords by user.
Voicemail box owner
6. ITPA Tool sends e-mail to mailbox owners, informing them of the new password.
7. ITPA Tool commands Systems Management to run an additional scan to verify mailbox state is now unlocked.
Saved: 10 minutes
Saved: 4 minutes
Saved: 3 minutes
Saved: 2 minutes
Saved: 5 minutes
Total Time Saved: 24 Minutes
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© 2011 NetIQ Corporation. All rights reserved.
1. WAN link to branch office degrades severely.
ITPA Tool
Systems Management
Correlate UC Events To Coordinate Response for Faster Resolution
2
3 Network Administrator
2. Systems Management detects multiple symptom conditions: • Phone deregistration• Low call quality• Router transition to SRST mode
6. ITPA notifies key stakeholders and requests approval to escalate to WAN carrier.
5. ITPA commands Systems Management to initiate monitoring of backup analog line.
VoIP Administrator
4
Saved: 15 minutes
Saved: 10 minutes
Saved: 5 minutes
Saved: 10 minutes
Total Time Saved: 84 Minutes
3. ITPA Tool correlates symptom events and replaces them with single “Branch Down” event.
4. ITPA Tool queries router to verify proper operation of SRST mode & backup analog line.
Saved: 4 minutes
56
7. After receiving approval, Aegis creates a ticket with WAN carrier.
Saved: 20 minutes
9. When ticket is resolved or router exits SRST mode, ITPA commands Systems Management to test the WAN link.
Saved: 10 minutes
7
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8. ITPA watches for WAN carrier ticket updates and additional NetIQ AppManager events.
Saved: 10 minutes
1
2
2
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© 2011 NetIQ Corporation. All rights reserved.
Unified Communications ManagementTop Examples of Automated Processes
OperationalEfficiency
BusinessAlignment
Time Saved (minutes per execution)
Frequency (executions per month)
Business
Operations
Security
Reboot the call gateway, when external calls can not be made 28 8
Reduce dropped calls through manipulation of bandwidth 32 120
Resolve common call quality issues 59 120
Correlate events and coordinate response for faster resolution 84 40
Securely reset voicemail passwords upon request by end users 24 200
Reconfigure the data network for optimal IP streaming 449 8
Improve route plans by identifying bottlenecks and poor load balancing 48 8
Financial Benefit*: Example Customer Automating All 7 Processes
228%3-Year ROI
11 MonthsPayback Period
Required Optional
FORRESTER®
* Determined using the Aegis ROI calculator developed by Forrester Consulting based on a representative customer with 2,500 IP phones and a fully burdened FTE cost of $120,000 per year.
© 2011 NetIQ Corporation. All rights reserved.
About NetIQ
Leader in Systems and Security Management − Over 12,000 customers in 60 countries
13 years of experience managing critical elements of Unified Communications− 1,400,000+ IP phones under management globally− 16 million servers under management globally− 23 million mailboxes under management globally− Certified partnerships and out of the box support for leading
UC Vendors
Unique lifecycle approach to managing UC
Privately held, venture capital backed, financially stable
© 2011 NetIQ Corporation. All rights reserved.
Pro-actively manage your Unified Communications Environment with NetIQ
Pro-Active Alerts
• VoIP Readiness Health Checks• Monitors the Availability and Performance of all IPT components•Measures the end-user Quality of Experience (QoE)
SLA Reporting and Trending
Real-Time Troubleshooting IT Process Automation
Diagnostics automatically triggered when call quality degrades
Automate Manual Processes
Correlate Multiple Events
Reduce Costs and Improve Productivity
© 2011 NetIQ Corporation. All rights reserved.
Aegis Workflows
Activity Libraries: Provide “building blocks” that accelerate process design and can be customized, exported and imported to share knowledge
Activity Libraries: Provide “building blocks” that accelerate process design and can be customized, exported and imported to share knowledge
Model Workflow: Simply by dragging and dropping activities onto the workflow designer, with right click editing
Model Workflow: Simply by dragging and dropping activities onto the workflow designer, with right click editing
Capture “tribal knowledge” and integrate with multiple tools
© 2011 NetIQ Corporation. All rights reserved.
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Houston, Texas 77027 USA
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© 2010 NetIQ Corporation. All rights reserved.
Martin AnwyllProduct Line Specialist, VoIP and UC solutions +44 7825 239 776 [email protected]
