Trends and Innovations in Cloud and Managed Services

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This is the slide deck for the Avaya sponsered Information Week Webinar. Miss out or want to re-read again? This deck contains the following.
-Trends in Cloud and Managed Services
-Differences and Cloud Options
-Global Standards
-How Cloud Services improve TCO

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  • This addresses the key customer issues in IT organizations
  • We are at a point now where after initial implementations didn’t meet big market projections and adoption seemed slower than predicted, we have reached something of a tipping point where technology capabilities are meeting customer needs. The result is viable cloud services for broader enterprise use.
  • Consumerization of IT / BYOD Over 928M tablets by 2016 72% permitting employee devices for business Mobile devices spending will exceed PC 4xCollaboration Driving Growth405 PCs in 2014 to be VDIVideo soft clients increase 340% from 2010-12¾ mobile apps 2012 will be integrated with enterprise services
  • Speaker Notes:AOS doesn’t leverage all aspects of this framework for every customer, as it is not appropriate for each and every situation. Each customer is unique
  • Avaya will provide you with clearly defined SLAs (Service Level Agreements) as part of the objectives within the Managed Services agreement. These specific, customized SLAs can be delivered to meet your business needs and guarantee your network’s performance.*Restore - The elapsed time to clear an outage condition through the implementation of a corrective action or approved work around that results in a return to service (operational Restoral).
  • Avaya uses the Information Technology Infrastructure Library (ITIL), the de facto world standard that describes the best practices for managing IT services. ITIL references the IT service management framework for true best in class practices for supporting any kind of IT infrastructure.Avaya has a single, definable, repeatable, and scalable IT framework for the entire organization. We also define IT in terms of services rather than systems so as opposed to looking at the infrastructure, Avaya looks at the operating environment and how we should best support it.It is important to be ITIL-aligned because the #1 reason why a Managed Services contract fails is lack of alignment in defining exactly what will be provided by a MSPThere is a disconnect between the end user and the MSP due to lack of alignment in the service definitions. Ex: when a client thinks they are getting capacity management, an MSP definition of capacity management may be very different than the client’s unless they are both using the same industry standard service definitions.
  • Multi-tenancy => admin segmentation
  • Trends and Innovations in Cloud and Managed Services

    1. 1. What we will be covering: Trends in Cloud and Managed Services Differences and Cloud Options Global Standards How Cloud Services improve TCO
    2. 2. Trends and Innovation in Cloud and Managed Services: Current Analysis Perspective October 22, 2013 Bruce Page Vice President, Custom Research Washington, DC / London / Paris © Current Analysis Inc. All rights reserved. 2
    3. 3. Enterprise Communications Management: A Balancing Act Keep the lights on while… Enabling Business Initiatives & Competitiveness Driving improved Return on IT Investment & Assets Managing a Growing Base of Increasingly Complex IT Applications Maintaining / Improving Service Quality Complying with Regulatory & Compliance Mandates Enabling Increasingly Mobile Workforce Achieving IT & Business Agility AND always doing More with Less © Current Analysis Inc. All rights reserved. 3
    4. 4. Cloud & Managed Services Leveraging Supply- and Demand-Side Trends Globalization, cost control, & and service innovation are key drivers • Compete in new locales • Expedite technology deployment • Accelerate product development • Speed time to market • Continued fiscal challenges • Need to be more agile • Greater efficiency Cloud & Managed Services • Broader and deeper provider solution sets • Better integrated security • Improving delivery © Current Analysis Inc. All rights reserved. • Advances in virtualization, automation, and orchestration • Increased network connectivity and bandwidth • Maturing service provider business models 4
    5. 5. Rapid Move to the Cloud Across All Key Industries, 2012-2014 By 2014, 28% of organizations plan to deliver over 20% of their overall IT application burden via Cloud architectures © Current Analysis Inc. All rights reserved. HP Restricted 5
    6. 6. Enterprise Apps and E-Mail Most Commonly Deployed to Cloud E-mail, UCC, and Storage Lead Cloud Procurement Plans Top 7 Cloud Applications for Cloud Deployment Currently there Bandwidth on-demand Expected 17% Computing on-demand 5% 24% E-mail Don't know/Can't say 79% 10% 66% 40% Desktop applications 22% 36% Enterprise applications 8% 48% Storage on-demand 26% 0% 20% 56% 8% 36% Unified communications 38% 44% 13% 51% 15% 40% 60% 60% 80% 100% Source: Current Analysis 2012 Collaboration Research © Current Analysis Inc. All rights reserved. 6
    7. 7. Staff time is at a premium… how best to optimize their time? For data networks, voice, video, cloud IT, collaboration, mobility… Self-Manage own CPE Maximizes control over enterprise IT systems; agility But requires more staff time & training in order to manage increasingly complex networks & systems 3rd Party Managed CPE Allows re-allocation of staff time & training But requires strong process definition & governance Full Outsourcing & Cloud Removes capex investment requirements But requires strong organizational alignment with service provider Optimize IT resource allocation within each service domain to best support the business’s goals © Current Analysis Inc. All rights reserved. 7
    8. 8. Growing preference for Cloud & Managed UC & Collaboration Which deployment model is preferred for your UCC project? Premises-based, self-managed Service provider hosted cloud Vendor hosted cloud Premises-based, service provider managed Service provider hosted dedicated Partner hosted dedicated SaaS Vendor hosted dedicated Premises-based, 3rd party (VAR, etc.) managed Total 0% US 5% Europe 10% 15% 20% 25% Source: Current Analysis 2012 Collaboration Research © Current Analysis Inc. All rights reserved. 8
    9. 9. 60-70% of enterprises plan to use Mobile Device Management Services Enterprise adoption plans for management services for Smartphones Expense management Network services Device management Logistics (i.e., ordering) Configuration and trouble shooting Next 12 months 13-24 months Software / version management Security Device procurement Application management 0% 10% 20% 30% 40% 50% 60% 70% © Current Analysis Inc. All rights reserved. 9
    10. 10. Cloud & Managed Services: Right Solution, Right Time? As IT management challenges mount, Cloud and Managed services solutions are also maturing, becoming attractive to a new set of potential customers Cloud & Managed Services Solutions © Current Analysis Inc. All rights reserved. 10
    11. 11. Communications Managed Services: Differentiators “Operational Excellence:” Easy to say, but harder to deliver Demonstrated TCO improvement from similar use cases (domain-level, engagement type) Performance metrics as measured by SLA commitments, variances and penalties Standardized processes used in service delivery Maturity of customer management processes & service management Platform used to monitor and manage the customer’s environment © Current Analysis Inc. All rights reserved. Geographic reach, including inregion language support Capabilities of the service provider’s customer portal across the engagement lifecycle Ability to integrate customer’s existing communications solutions Capability to manage multi-vendor environments Modular service offerings with tiered service levels Regional and Local support capabilities 11
    12. 12. Thank You Bruce Page VP, Custom Research Current Analysis, Inc. bpage@currentanalysis.com © Current Analysis Inc. All rights reserved. Proprietary and Confidential 12
    13. 13. Trends and Innovations in Cloud and Managed Services Roberto Schmidl Vice President , Global Cloud Sales
    14. 14. The Market We Are In…The Perfect Storm Consumerization of IT / BYOD Collaboration Driving Growth The Age of the Cloud  Over 1 Billion tablets by 2016  400 Million PCs in 2014 to be VDI  Cloud computing market is a $74 Billion industry  72% permitting employee devices for business  Video soft clients increase 400% from 2010-13  Mobile devices spending will exceed PC 4x  ¾ of all mobile apps have been be integrated with enterprise services since 2012  “Digital universe” grew to 2.7B in 2013, up over 50% from 2011 © 2013 Avaya Inc. All rights reserved.  Over 80% of new apps will be deployed/distributed on clouds *Source Marc Randall SVP Avaya Networking, Technology forum 2012 based on Gartner and Yankee Group 2011info 14
    15. 15. IT Leaders Under Siege Day-to-day Distractions:  Budget constraints  Legal and regulatory requirements  Demands of internal corporate governance  Human resource issues Perhaps the Most Complex: Managing the communications component of the IT domain  Customers – Communications are now very personal, creating greater demands and challenges from user organizations and business units  Technological Change – Fast-paced, often tumultuous, and ongoing; winners unclear © 2013 Avaya Inc. All rights reserved. 15
    16. 16. Mastering the Current Environment Strong Technical Knowledge Incorporation of Exciting, New Technologies A critical foundation to build on, but only one of several factors that allow the IT executive to anticipate events, control outcomes, and lead  Should enable the corporate vision without slowing the forward march of the organization  Should align with line of business (LOB) objectives  Should empower employees and enable choices For example, business users self-deploying smartphones and tablets © 2013 Avaya Inc. All rights reserved. The hard-and-fast boundaries between work and home devices and applications are quickly evaporating The incorporation of collaboration, like SharePoint, personal video, mobile UC apps, etc. Tie it together - provide access to business critical information 16
    17. 17. Cloud and Managed Services Can Help Customers Want to Realize Benefits of New Solutions Mitigate Risk Optimize Solution Performance Reduce TCO Drive Business Value © 2013 Avaya Inc. All rights reserved. Increased Solution Functionality & Complexity Technology Adoption Gap Adoption optimizes the business value Ability to Consume Functionality & Complexity 17
    18. 18. Who Knew “Cloud” Could Mean So Many Things? CaaS Private Hosted What is Cloud? Per User AOB Utility High Water Billing Rental Public Managed Services are often included but not the same as Cloud © 2013 Avaya Inc. All rights reserved. 18
    19. 19. Avaya Collaborative Cloud™ Portfolio Customer Choices Public AvayaLive™ Connect Avaya UC/CC/Video as-a Service Next Gen Public Cloud Hybrid OPEX Subscription License Cloud Private CAPEX Perpetual License On-Premises Avaya Operations Services Avaya Collaboration Pods Avaya On-Premise UC/CC/Video Products & Services Cloud Enablement for Video Managed Private Cloud COS and COS Ex Managed Private Cloud Contact Center Private Cloud Build Out Build © 2013 Avaya Inc. All rights reserved. Hosted Cloud Enablement Public Cloud Cloud Enablement for UC and CC Manage Enable Deliver 19
    20. 20. Customers Are Seeking Creative Business Models Customer Drivers for OPEX Models  Cash Management: OPEX MODELS – Consume all network, telephony and applications as a service – Use capital in other areas of business  Flexible Delivery Options – Up-scale, down-scale on demand – Hosted, On Premise Managed, Hybrid  Managing and Reducing IT Complexity Managed Services Outsourced (COS) Hosted Assets on premise Owned by Customer Managed by 3rd Party Assets on premise Owned by 3rd Party Managed by 3rd Party Assets hosted by 3rd Party Owned by 3rd Party Managed by 3rd Party – Reluctance to hire staff to manage VoIP/UC technology complexity – End-to-end SLA  Total Cost of Ownership – Potential for cost savings, including people, capital & operating cost – Virtualization and shared infrastructure lowers the cost to deliver services  Managing Obsolescence – Refresh as technology evolves  Corporate-wide Standardization  Customer facing differentiation Implication: Dedicated (Private) Shared Multitenant (Public) Hybrid (Assets on Premise Apps from cloud) Cloud Services Avaya Offers Flexible Business Models Large Enterprises are not quite sure as to what implications Cloud will have on their business, but are expecting a solution that offers cost savings, control, leverage and security first and scalability, flexibility, standardization and homogeneity in the long-run © 2013 Avaya Inc. All rights reserved. 20
    21. 21. Public vs. Private Cloud Public Private Hybrid  Multi-Tennant – more than a single customer uses a shared platform  Built specifically for that customer  On or off premise options  10-15% more expensive  Lower cost/price and usually lower features  Total flexibility in the design  Standard configurations offered  Limited “custom” options – usually rate carded  Hosted off premise  On or off premise options  Cloud option for enterprises with security or shared tenant issues (Financial / healthcare)  Limited “custom” options - usually rate carded What does this mean in Avaya? AV UCaaS/CCaaS Public AOS Opex Model Private AOS COS Express Model Hybrid (Management Services Optional add-on (AOS Management included) (AOS Management included) © 2013 Avaya Inc. All rights reserved. 21
    22. 22. Avaya Cloud Transformation Offers Services for the Enterprise Communications Delivery Strategy Assess and determine most optimal communications delivery model Cloud Transformation Strategy Determine the most appropriate cloud communications solution and delivery model for the organization Cloud Design & Integration Prepare designs for communications integration of a client’s business process / back office apps © 2013 Avaya Inc. All rights reserved. 22
    23. 23. Service Delivery and Support Core Value and Model Implementation & Program Support  Solution Design Engineering Support  Program Management Office  Seamless Service Assumption and Transition Process through To “Day 2” Production Support  Program Governance & Ownership  Underpinning AOS Quality Governance Program Service Delivery Support Model Governed by ITIL Standards End to End ITIL Process Driven Dedicated/Designated Solution Support Engineering Teams Core Competencies and Dedicated Client Management Experience Dedicated Client Service Executive and Program Director Dedicated/Designated Service Delivery Manager and Liaison Dedicated/Designated Client Business Manager Service Level Management Risk and Financial Management CSAT Champion Currently Managing: 3.5M plus UC /Telephony ports 350,000 CC agents 1.3M plus Data and Ethernet ports 56,000 hours of managed video support Avaya Matrix Management Platform 95% + Incident Detection Platform Enabled ITIL Processes Vendor Agnostic Bi-Directional eBonding (Ticketing and/or Inventory Systems) Transparent Customer Portal Backed up by Contractual Service Level Agreement and Underpinning Contracts © 2013 Avaya Inc. All rights reserved. 23
    24. 24. Accountability Through SLAs and a Single Point of Contact and Management Service Level Agreements Single Point of Contact Flexible SLA progression is available to meet your business needs Proactive global service for all of your account needs Maintain your workforce’s performance Delivered 24 X 7 in language © 2013 Avaya Inc. All rights reserved. Integrated Management Supported by Avaya Matrix Built with industry standard components & Avaya IP Delivered through personalized web portal experience 24
    25. 25. Strong Governance and ITIL® Alignment Ensures Success of Your Environment Governance Model Ensuring you are kept aware of activity in your environment through: Security and Access Reporting Escalation Project Coordination and Planning Management and Oversight © 2013 Avaya Inc. All rights reserved. ITIL Alignment What It Means  Single, definable, repeatable, and scalable IT framework for the entire organization  Clearly identifies roles and responsibilities for Service Management  Defines IT in terms of services rather than systems Benefits  Helps reduce capital IT costs  Improves communication between IT and other departments  Supports improvement of IT performance  Enhances ability of IT to adjust to changing business needs 25
    26. 26. Transparency Gives You Easy Access to Your Information Interactive Management Client Portal Interactive tool giving visibility into your network Web-based interface for enterprise application users  Incident Management  Change & Release Management  Problem Management  Configuration Management  Service Request Management  Ordering & Billing  Knowledge Base  Reporting © 2013 Avaya Inc. All rights reserved.  Customizable landing page  Role based personalization  HTML 5 based for browser access from any device  Two-factor authentication (2FA)  Multiple language support  Single sign on 26
    27. 27. Summary - Challenges and Value Proposition Today’s Challenges  Limited IT budgets, Limited to No Capital  Increasingly complex application environments  Limited IT resources. Increasing cost to attract, retain and train.  Increasing costs to purchase and maintain IT tools.  Challenging to manage system obsolescence and integration  Aging Infrastructure but limited to no capital available  Require flexibility on users (up/down) © 2013 Avaya Inc. All rights reserved. Services Value Proposition  Reduce Total Cost of Ownership (Operations, Staff, Tools, Training, H W/SW)  Business Model – Opex – Predictable Cost – Simple, Flexible  Outsource Complexity – System Integration – Obsolescence Management – IT Communication Skill sets  Improve Productivity – Advanced Applications Deployed Quickly 27
    28. 28. Snapshot: Global Manufacturer UC Deployment Success Challenge Solution Results  Aging TDM infrastructure not meeting the client’s business needs  Complex global solution supporting 75,000 ports over 700 sites  Complete Avaya Aura® Transformation over the next three years  Requiring a next-generation UC platform migration path  Migration path to Avaya Aura®  Creation of regional, primary core data centers in the Americas, EMEA, and APAC to support all users  Limited capital budget so client did not want to own or operate any equipment  Total Avaya Opex Utility Model solution  Avaya/client process and tool integration  Complex global billing solution  Reduction in total cost of ownership  Fully operating expense solution with predictable pricing and global reach Support mission to fully own and operate network Transform to next-generation UC platform © 2013 Avaya Inc. All rights reserved. 28
    29. 29. Review and Close Trends- Strong Growth in Cloud and Managed Services Public, Private and Hybrid- Options depend on your business Global Standards- Ensures connectivity and reach TCO – Savings over 20% by Reducing Complexity, increasing productivity and maximizing performance Process © 2013 Avaya Inc. All rights reserved. People Presence Capacity Performance 29
    30. 30. © 2013 Avaya Inc. All rights reserved. 30

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