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Network Management Solution To E Health

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Proactive Service Level Management

Proactive Service Level Management


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  • 1. Network Management Solution to eHealth Proactive Service Level Management Orlando Moreno omoreno@hotmail.com 408.656.2498
  • 2. Introduction Today’s organizations rely on numerous devices and applications in their physical and virtual IT infrastructure to carry out their everyday business. The IT infrastructure of an organization, whether public, private, or governmental, may have hundreds or even thousands of servers, devices, applications, and other elements that support its everyday business processes. And more and more, organizations are beginning to deploy virtual environments into this infrastructure. But for the organization to benefit from these infrastructure elements, whether physical or virtual, each must be configured properly. 408.656.2498 omoreno@hotmail.com 2
  • 3. Overview IP telephony (IPT) offers big advantages — the efficiency of a single voice and data infrastructure, and voice-enabled applications that move business communication into a whole new dimension. However, it also adds new complexity to already diverse IP networks. New Network Voice Management Solutions cut through this complexity by monitoring and managing all the voice services in your organization, including communication managers and messaging systems — IP-based as well as legacy Time Division Multiplexing (TDM) systems. 408.656.2498 omoreno@hotmail.com 3
  • 4. Benefits With higher levels of automation, you can control day-to-day operational expenses, reduce capital expenditures by optimizing asset utilization, and monitor and document internal and external service levels. By proactively identifying and resolving problems before they impact users and business processes, you can ensure always-available business- quality voice, and equip your company for next-generation applications. 408.656.2498 omoreno@hotmail.com 4
  • 5. Advantage Network Voice Solution can provide a comprehensive end-to-end management of your entire diverse IP network infrastructure, and a service-oriented architecture for unifying and simplifying the management of your entire IT environment. Network Voice Solution can help you deliver business-quality voice services across your multi-vendor and multi-technology network, whether you are using IP telephony, legacy voice and messaging systems or both. 408.656.2498 omoreno@hotmail.com 5
  • 6. Performance Management of Systems Across Multiple Technologies The promises of true voice and data convergence have been tantalizing businesses for more than a decade, but infrastructure challenges still stand in the way. To realize those promises, we need to make multi-vendor and multi-technology environments operate as transparently and reliably as the traditional voice network, and achieve these results within current budgetary constraints. 408.656.2498 omoreno@hotmail.com 6
  • 7. Performance Management of Systems Across Multiple Technologies A solution for voice management spans both IPT and legacy technologies, enabling you to move at your own pace to IPT and unified communications. You can reduce the complexity of managing diverse voice infrastructures, and as you grow your IPT services and add new Unified Communications applications, covering: • Multiple vendors (Cisco, Nortel, Avaya, etc) • Multiple technologies (IPT and TDM) • Multiple systems (PBX, call managers, messaging systems) 408.656.2498 omoreno@hotmail.com 7
  • 8. Performance Management of Systems Across Multiple Technologies A managed network integrates and automates performance management of multi-vendor, multi-technology voice and data networks, so that your choice of voice or data or even multimedia communication is always available and always of business quality. Voice management automatically and continuously collects voice call statistics from a variety of IPT and legacy voice systems, and presents a complete picture of the health of your voice network from a single, intuitive management console. 408.656.2498 omoreno@hotmail.com 8
  • 9. Performance Management for Unified Communications Proactive performance monitoring of your call managers and messaging systems is essential as you migrate from legacy PBXs and messaging systems to IPT and then to Unified Communications. Migrations are typically done in stages. The starting point consists of the legacy PBX and messaging system. At this stage, before deploying any IPT services, it is important to baseline the performance of your calling systems. 408.656.2498 omoreno@hotmail.com 9
  • 10. Performance Management for Unified Communications Recent years have brought many changes to telephony services — rapid price reductions in carrier tariffs, carrier consolidation and the proliferation of cell phones and other mobile devices. It’s important to have accurate, up-to-date information about the usage of existing systems before any new systems are deployed. This information is needed for the second stage, in which you assess your existing data network to evaluate whether it is able to support IPT or requires additional capacity and service quality features. 408.656.2498 omoreno@hotmail.com 10
  • 11. Performance Management for Unified Communications During the third stage — the trial and testing of the new technology — performance management of the calling and messaging systems is critical to understanding exactly how the new technology is performing. Things will change and your users will comment. Is the actual performance better, worse or just different? 408.656.2498 omoreno@hotmail.com 11
  • 12. Performance Management for Unified Communications Once full deployment of the new technology is underway, managing the performance of all new systems is necessary to ensure that the deployment progresses smoothly, on time and on budget. Are the systems performing as expected? Are usage patterns changing as you deploy new and different services such as unified messaging? Performance management of the new systems guarantees that you are in control of the new deployment. When the new IPT systems are up and running, managing voice as a service becomes important. 408.656.2498 omoreno@hotmail.com 12
  • 13. Performance Management for Unified Communications Is voice critical to your business processes? Is it more critical for a call center or inside sales team than for an office worker or factory floor? Are you providing the right service level to the right worker teams? Are all emergency systems working properly? Are they tested, and are they used? Voice management can provide the performance reporting necessary to ensure that your IPT and messaging services align properly with your business needs and processes. 408.656.2498 omoreno@hotmail.com 13
  • 14. Performance Management for Unified Communications Finally, Unified Communications applications are becoming available at an increasing rate. New office software has built-in converged voice, video and messaging capability. Other new applications that you use or will use to run your business are becoming integrated with converged services. Increasing use of mobile devices and the increasing capabilities of these products requires a new level of performance and application management that is being worked and developed as we make progress. 408.656.2498 omoreno@hotmail.com 14
  • 15. Voice Quality Management Traditional telephony has conditioned users to expect a lot from enterprise voice systems. The dial tone is always there and the voice signal is always good. Real-time voice is not a natural fit on best-efforts IP networks, but you can ensure a quality end-user experience with new voice systems. Call quality information is collected from the call and messaging systems and reported in terms of impairments (packet loss, delay and jitter) and rolled up to MOS (mean opinion score) information based on industry- standard algorithms. 408.656.2498 omoreno@hotmail.com 15
  • 16. Voice Quality Management Reporting call quality is critical to understanding what your users are experiencing. Tracking and trending call quality historically can predict future problems with call quality before users experience a degradation of service. Managed networks can alert you when conditions start to degrade — before voice quality is noticeably affected. 408.656.2498 omoreno@hotmail.com 16
  • 17. Capacity Planning Managed network services for eHealth can provide both real-time and historical information, and put performance metrics in historical context. You can analyze trends, right-size your network and fine-tune capacity planning to make sure that your network and call and messaging systems are scaling to keep up with increased use and new applications, generating capacity reports you can schedule on a daily, weekly, monthly or quarterly basis. 408.656.2498 omoreno@hotmail.com 17
  • 18. Capacity Planning Some of these reports include:  Call Volume and System User statistics  Service Availability from call and messaging systems  Number of Calls by Day, including attempted but not completed calls  Network Volume & Voice CoS Volume by Day — shows total voice and data traffic  MOS Distribution by Day — breaks down calls by call quality  Voice Quality Impairments by Day — identifies the cause of low voice quality 408.656.2498 omoreno@hotmail.com 18
  • 19. Supporting VoIP and Legacy Voice You can pull your IPT and legacy PBX voice systems under the network management umbrella, streamlining network operations across multi- vendor, multi-technology networks and easing migration to full convergence. Network management supports a wide range of IPT and TDM based systems from Cisco, Avaya, Nortel and others; collecting a wealth of statistics from individual, distributed or clustered IPT systems and TDM- based PBX platforms. These include call detail records, call management records, and configuration and system information. You can manage call manager operations with automated notifications, SNMP traps, e-mail, wireless and command scripts. 408.656.2498 omoreno@hotmail.com 19
  • 20. Supporting VoIP and Legacy Voice You can also customize notifications and response actions by time of day, day of week and day of year. Agent-less technology eliminates the need to install software on the call manager servers, simplifying and speeding implementation. Once integrated, IPT and PBX systems are subsumed under management tools, including a centralized management console, a rich set of reports and graphs, service level analysis and capacity planning. 408.656.2498 omoreno@hotmail.com 20
  • 21. Managing Unified Communications Real-time voice conversations remain the most critical form of business communication, but in sheer volume they are dwarfed by voicemail, email, faxes and instant messaging. Messaging application vendors have been integrating these different communications modes into unified communications systems, but such systems need to be managed proactively if you are to get full value from them. Data is often distributed across voicemail domains in message application servers or locked in data files on message storage servers, and trying to put it all together involves labor-intensive, reactive management. Network management collects this data and stores it in a central database. You can generate reports covering everything from domain-wide summaries to specific node-by-node detail. 408.656.2498 omoreno@hotmail.com 21
  • 22. Managing Unified Communications You can identify and remove unused mailboxes, users and distribution lists, freeing up unused capacity. Network management gives you the information you need to add capacity when increased traffic and usage require it, and to locate and correct bottlenecks and other trouble spots before they disrupt users, integrating with popular audio conferencing systems. Network management allocate conferencing resources, keep track of traffic data, monitor trends and know when conferences are under or over subscribed. In short, you can use Network management to tie together multivendor unified communications platforms and route large volumes of voice, fax and email traffic across your network infrastructure with maximum efficiency. 408.656.2498 omoreno@hotmail.com 22
  • 23. Network management ensures quality service while controlling costs and optimizing resource utilization With its support of both IPT and legacy voice systems, managed networks is a cost-effective platform for managing call and messaging systems and managing the migration to IPT in a completely converged environment. This lowers the transition risk and lets you move toward convergence at your own pace while enjoying some immediate benefits from IPT. You can also get the most out of your existing communications assets by letting managed networks assess and baseline them. You get accurate information about bandwidth needs and underutilized assets, and can deploy IPT amidst data services confidently without oversubscribing network capacity. 408.656.2498 omoreno@hotmail.com 23
  • 24. Network management ensures quality service while controlling costs and optimizing resource utilization False starts with IPT pilots and implementations are a thing of the past, because you have a rich set of tools for real-time monitoring and historical trend analysis. Developing problems are automatically detected and pinpointed rapidly, so you can resolve them before voice or data service is noticeably affected. Aided by the high level of integrated automation, your IT team will spend less time running around putting out fires, and can focus on value- generating activities. Your business can start taking IPT and other communications services for granted, and begin to deploy the next-generation applications that are the real benefit of convergence. 408.656.2498 omoreno@hotmail.com 24
  • 25. Questions Orlando Moreno omoreno@hotmail.com 408.656.2498 25