Release Management
December, 2012
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Technology Adoption Gap
Increased Solution Functionality & Complexity
Ability to Consume Functionality & Complexity
TechnologyAdoption Gap
Adoption optimizes the business value
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Delivering Premium Client Value
Avaya Client Services is transforming how we meet clients’ needs from support to managed solutions
Mitigate Risk
Optimize Solution Performance
Drive Business Value
Reduce TCO
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Release Management IssuesApplication driven business communications solutions require that the software
and firmware be maintained and current to maximize performance. To meet
this requirement IT teams must extend resources resulting in increased: Time – internal resources must be utilized to perform not only the load of the software
update, but all the tasks that go along with it. The time alone could require a half to a full
HC depending on the applications and size of the environment.– Monitor– Analyze– Plan (incl a back-out strategy)– Implement– Test
Risk – Anytime software or firmware is loaded into a complex environment there is a risk
associated with it.– Conflicts– Improper installation– Bad SW/FW load
Cost – the actual cost of performing the task as well as the costs associated with
maintaining tools and skill sets must be considered when customers determine they will
maintain responsibility for keeping their SW/FW current.
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Release Management Offer
The Avaya Release Management Offer covers the full breath of the
Avaya product lines including the underlying Operating Systems.
This means that the customer WILL NOT have to perform any of
the tasks associated with properly caring for SW and FW patching.1. Monitor SW manufacturer’s releases for updates.
2. Analyze manufacturer’s SW/FW release notes to understand the impact on
specific customer’s environment including any potential conflicts with other
applications.
3. Provide customer recommendation of whether the update is a benefit to
current operating environment
4. Create a back out plan. Before any work is ever performed it is critical that
a back out plan is created that ensures the last known “Good” configuration is
stored incase an unwanted event does occur.
5. Schedule and then implement SW/FW Load.
6. Test the update to ensure it is performing as expected.
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Release Management OfferWhat is included?All Software updated associated with the customers current application environment. Bug Fixes, Patches, Service Packs…any regular updates from the manufacturer in
support of existing SW to fix known problems “InRelease” software updates – AKA “dot releases” or “minor releases” (going form
5.1 to 5.2 of SW is covered) Security Updates
What is not included? The software itself – the customer must have the SW entitlement covered by either
SA Preferred or Managed Assist offer. Any hardware upgrades that may be required to perform the SW update (this is
pretty uncommon) Major upgrades that are primarily meant to be feature functionality upgrades.
(going from 5.x to 6.x SW is not covered and would be considered a separate project.) These type of upgrades can be supported but are considered separate projects and will be billed as such outside of the month per license Release Management charge.
On-Site Support – if on-site support is required the Product Correction Support (PCS) offer should be considered.
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Supported UC Products (examples – reference SDD for full list)
Avaya Branded Nortel Branded
Communication Manager Business Communication Manager
Aura Messaging Meridian Opt 11
Modular Messaging (incl MS OS) Meridian Opt 61/81
One-X Suite of products Call Pilot VM
Aura Conferencing Communication Server 1000
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Supported CC Products (examples – reference SDD for full list)
Managed RoutingAvaya Aura CC Communication Manager CS1000
Managed Routing Servers for CS1000Network Center Control Server Contact Center Server
Managed ReportingAvaya Call Management System Avaya IQ Contact Center Administration
Managed Self ServiceVoice Portal Experience Portal Proactive Outreach Manager
Managed Administration ServicesAES ACCCM
Managed Proactive Contact ServicesAvaya Proactive Contact
Aura Workforce Optimization (WFO)WFO Workforce Management Contact Recording Quality Recording
Application Server Management OS patching onlyAvaya one-X Agent ACE Text to Speech ServerApplication Servers WebLM Servers WFO Speech Analytics WFO Customer Feedback
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Available ResourcesThe Web
Updated Support Services Content (brochures, presentations, offer definition, playbook, reference guides, FAQ)
– Enterprise Support - portal
– Support Advantage – portal
– Avaya.com – external facing
New & Updated Managed Services Content (brochure, presentation, offer definition, sales toolkit)
– Operations Services – portal
– Avaya.com – external facing