Advanced uc management that automates the analysis and even resolution of issues


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Advanced uc management that automates the analysis and even resolution of issues

  1. 1. Advanced UC Management<br />Martin Anwyll<br />Product Line Specialist, VoIP and UC Management solutions<br /><ul><li>+44 7825 239 776
  2. 2. </li></li></ul><li>Challenges<br />How to overcome<br />Customer Challenges<br /><ul><li>Business interruptions due to unpredictable or poor quality of service.
  3. 3. Convergence of voice, data and applications cause resource competition on the network
  4. 4. Many manual tasks
  5. 5. Lengthy resolution timescales
  6. 6. Implementing new releases, versions, firmware</li></ul>Higher than expected Total Cost of Ownership and Management<br /><ul><li>Real-time monitoring of call quality issues and automatic diagnostics to help identify issues.
  7. 7. Proactively manage the applications and correlate with other analysis and config tools
  8. 8. Automatic workflows that carry out periodic manual functions.
  9. 9. VoIP Assessments before all upgrades and expansions</li></ul>Deploy a comprehensive Management Solution with IT Process Automation<br />
  10. 10. What is Automation?<br />Run Book Automation<br />Orchestration<br />ITPA<br />Process Management<br />Workflow Automation<br />3<br />
  11. 11. Reduce InefficienciesIntegrate with existing tools and automate<br /><ul><li>Each group has tools, often with feature overlap
  12. 12. A small percent of features are actually used
  13. 13. ITPA, through adapters, can leverage more features, reducing:
  14. 14. Human error
  15. 15. Manual labor</li></ul>While improving:<br /><ul><li>Knowledge sharing
  16. 16. Consistency</li></ul>Service Desk<br />Network Management<br />VoIP Management<br />Application Management<br />ServerManagement<br />IT <br />Functions<br />Monitoring, <br />Analysis, <br />Configuration<br />Tools<br />Managed<br />Technologies<br />
  17. 17. Reset Voicemail PasswordsFor Expired or Invalid Unified Messaging Mailboxes<br />3<br />ITPA Tool<br />1. Systems Management tool to scan the voicemail server for expired or invalid passwords (which results in locked mailboxes).<br />2. Systems Management discovers expired or invalid passwords and raises events to ITPA Tool .<br />4<br />3. ITPA Tool consolidates events bymanager and e-mails the managers asking for approval to reset the passwords by user. <br />7<br />5<br />Saved: 10 minutes<br />2<br />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.<br />Systems Management<br />Voicemail box owner<br />Saved: 4 minutes<br />6<br />1<br />Manager<br />5. ITPA Tool commands Systems Management to reset the selected password.<br />Saved: 3 minutes<br />6. ITPA Tool sends e-mail to mailbox owners, informing them of the new password.<br />Saved: 2 minutes<br />7. ITPA Tool commands Systems Management to run an additional scan to verify mailbox state is now unlocked.<br />Total Time Saved: 24 Minutes<br />Saved: 5 minutes<br />
  18. 18. Correlate UC Events <br />To Coordinate Response for Faster Resolution<br />8<br />ITPA Tool<br />7<br />1. WAN link to branch office degrades severely.<br />2. Systems Management detects multiple symptom conditions: <br /><ul><li>Phone deregistration
  19. 19. Low call quality
  20. 20. Router transition to SRST mode</li></ul>6<br />Saved: 10 minutes<br />5<br />3. ITPA Tool correlates symptom events and replaces them with single “Branch Down” event.<br />3<br />Saved: 15 minutes<br />4. ITPA Tool queries router to verify proper operation of SRST mode & backup analog line.<br />9<br />Saved: 5 minutes<br />Systems Management<br />4<br />5. ITPA commands Systems Management to initiate monitoring of backup analog line.<br />Saved: 4 minutes<br />6. ITPA notifies key stakeholders and requests approval to escalate to WAN carrier.<br />Network Administrator<br />VoIP Administrator<br />2<br />2<br />Saved: 10 minutes<br />7. After receiving approval, Aegis creates a ticket with WAN carrier.<br />Saved: 20 minutes<br />1<br />8. ITPA watches for WAN carrier ticket updates and additional NetIQ AppManager events.<br />2<br />Saved: 10 minutes<br />Total Time Saved: 84 Minutes<br />9. When ticket is resolved or router exits SRST mode, ITPA commands Systems Management to test the WAN link.<br />Saved: 10 minutes<br />
  21. 21. FORRESTER®<br />* 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.<br /> Required  Optional<br />
  22. 22. About NetIQ <br />Leader in Systems and Security Management <br />Over 12,000 customers in 60 countries<br />13 years of experience managing critical elements of Unified Communications<br />1,400,000+ IP phones under management globally<br />16 million servers under management globally<br />23 million mailboxes under management globally<br />Certified partnerships and out of the box support for leading UC Vendors<br />Unique lifecycle approach to managing UC<br />Privately held, venture capital backed, financially stable<br />
  23. 23. Pro-actively manage your Unified Communications Environment with NetIQ<br /><ul><li>Automate Manual Processes
  24. 24. Correlate Multiple Events
  25. 25. Reduce Costs and Improve Productivity
  26. 26. Diagnostics automatically triggered when call quality degrades</li></li></ul><li>Aegis Workflows<br />Capture “tribal knowledge” and integrate with multiple tools<br />Model Workflow:Simply by dragging and dropping activities onto the workflow designer, with right click editing<br />Activity Libraries:Provide “building blocks” that accelerate process design and can be customized, exported and imported to share knowledge<br />
  27. 27. Martin Anwyll<br />Product Line Specialist, VoIP and UC solutions<br /><ul><li>+44 7825 239 776
  28. 28. </li>