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Unified Communications (UC) is a must-have initiative for workforces that are becoming increasingly mobile and geographically disperse. However, a successful UC practice requires more than great technology; it requires a lifecycle approach to ensure the solution works when first deployed, delivers the anticipated ROI, and continues to give a high-quality experience as environments change. Learn how an end-to-end, proactive management model protects your UC investments – even as infrastructures expand, new applications are introduced, and more users are added. This presentation explores best practices for developing a centralized, lifecycle approach for managing UC applications to raise visibility, improve performance, and reduce management costs.
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Copyright 2014 Riverbed Inc. Confidential.1
Kevin McGowanPrincipal ConsultantJune 30, 2014
Bring it full circle:Lifecycle Management is the key to successful Unified Communications
Copyright 2014 Riverbed Inc. Confidential.2 Copyright 2014 Riverbed Inc. Confidential.2
Agenda
• State of Unified Communications
• Lessons Learned
• UC Lifecycle Management Defined
• UC Lifecycle Management Program
• Phase-by-Phase Lifecycle Overview
• UC Lifecycle Management Benefits
Copyright 2014 Riverbed Inc. Confidential.3
State of Unified Communications
• Rapid evolution from VoIP to UCC
• Vendor-specific approaches
• Little interoperability
• On-premise vs. cloud
• Distributed systems and applications
• Location-independent users
• Ad hoc business process integration
Copyright 2014 Riverbed Inc. Confidential.4 Copyright 2014 Riverbed Inc. Confidential.4
Lessons Learned
Moves, adds, and changes
run amok
Frustrating end-user
experiences
Underutilized resources
Lack of management and support
visibility
Copyright 2014 Riverbed Inc. Confidential.5
Plan
Design
ImplementOperate
Optimize
UC Lifecycle Management Defined
• Introduces proactive management approach
• Driven by change
• Standardizes processes
• Focuses on business and technical impacts
• Enables verification and operational readiness
• Emphasizes the end-user experience
• Supports richer performance and utilization measurements
Copyright 2014 Riverbed Inc. Confidential.6
3
Determine proper implementation model for UC changes:
• Define required change model for each change level (e.g., pilot, single/multi-phase)
• Determine the appropriate implementation schedule and cadence for each change level
Change Implementation
Model
2
Define UC change levels based on the following criteria:
• End-user impact: What is the expected impact on workflows, training needs, and barriers to adoption?
• Change type: Is the change a new component/service or an update to an existing one?
• Management impact: What tools, systems and processes will be required to support the change?
Change Definition
UC Lifecycle Management Program
1
Identify technical and business decision makers and contributors:
• Technical representation from engineering, ops, and customer service to focus on implementation design, processes, supporting systems, and performance measurements
• Business representation to focus on ROI, implementation costs, and management/support costs
Change Management Committee
Copyright 2014 Riverbed Inc. Confidential.7
Plan
Design
ImplementOperate
Optimize
UC Lifecycle Management: Plan
1. Management committee focus: • Change impact and schedule• Technical impact of change • Resources/skillset requirements• End-user training needs • Operational system/process
requirements• Pre-change performance and
implementation baseline• Estimate business and revenue
impact• Estimate high-level budget for
change
2. Plan stage requirements:• Review expected impact scope• Propose revenue and business
impact plan that includes costs for operations, end-user training, management and support system tools
• Recommend change implementation model
Copyright 2014 Riverbed Inc. Confidential.8
UC Lifecycle Management: Design
1. Management committee focus: • Detailed change implementation
design• Expected end-user impact• End-user and implementation team
training requirements• Operational system/process
requirements• Review pre-change performance and
implementation baseline analysis• Change, implementation, and support
costs
2. Design stage requirements:• Complete detailed implementation
design• Complete end-user and
implementation team training • Settle on post-change performance
and implementation expectations• Develop comprehensive
implementation plan• Develop comprehensive change
verification and operational transition plan
• Agree on change implementation schedule
Plan
Design
ImplementOperate
Optimize
Copyright 2014 Riverbed Inc. Confidential.9
UC Lifecycle Management: Implement
1. Management committee focus: • Implementation design feedback• Implementation process, rate, and
schedule feedback• End-user impact and training
feedback• Management/support systems,
processes, and tools feedback• Change implementation costs
2. Implement stage requirements:• Verify implementation standards• Achieve implementation rate• Evaluate issues, use of new features,
and training requirements to get a snapshot of end-user performance and adoption
• Evaluate resources and supporting systems against implementation design for call performance, bandwidth utilization, gateway/SIP trunk utilization, etc.
• Monitor actual versus budgeted implementation costs
Plan
Design
ImplementOperate
Optimize
Copyright 2014 Riverbed Inc. Confidential.10
UC Lifecycle Management: Operate
1. Management committee focus: • Post-change end-user performance,
usage, and adoption feedback• Management/support systems,
processes, and tools feedback
2. Operate stage requirements:• Integrate standard management and
support systems and processes• Verify use of new features and
training requirements align with end-user performance and adoption objectives
• Enable end-user troubleshooting/remote endpoint control
• Ensure resources/supporting systems support call performance, bandwidth utilization, gateway/SIP trunk utilization, etc.
• Verify configuration changes adhere to implementation design standard
Plan
Design
ImplementOperate
Optimize
Copyright 2014 Riverbed Inc. Confidential.11
UC Lifecycle Management: Optimize
1. Management committee focus: • UC assessment input for future
change implementation consideration
2. Optimize stage requirements:• Conduct a comprehensive analysis
of system, resource, and end-user performance; endpoint, feature, and application usage; end-user service impacts; and device/resource utilization• Compare all measurements
against expected design standards
• Conduct an assessment of management/support processes, systems, and tools
• Identify and remediate any issues• Make further recommendations to
reduce costs and optimize management and utilization
Plan
Design
ImplementOperate
Optimize
Copyright 2014 Riverbed Inc. Confidential.12 Copyright 2014 Riverbed Inc. Confidential.12
UC Lifecycle Management Benefits
Improved ROI• Standardized processes shorten implementation
timeframes, accelerating time to value and cost reduction benefits.
EnhancedAdoption
• Increased visibility into end-user usage and performance supports changes to training or implementation models while ensuring the expected level of end-user adoption is achieved.
Accelerated Change
• Confidence to not only accelerate the implementation rate, but also the number of major changes within your network.
Superior user
experiences
• Enables organizations to deliver positive end-user experiences while increasing user productivity.
Consistent Managemen
t
• Ensures all required management systems, processes, and training are available to support planned changes.
Reduced Costs
• Eliminates unexpected end-user or service impacting issues.
• End-user visibility and control reduces mean time to repair and reliance on users to assist with troubleshooting processes.
Copyright 2014 Riverbed Inc. Confidential.13
Bring it full circle:Lifecycle Management is the key to successful Unified Communications
Kevin [email protected](415) 577-0533
Copyright 2014 Riverbed Inc. Confidential.14
Thank You
Copyright 2014 Riverbed Inc. Confidential.14
