Summary Sheets for the the Optimized Network Approach - NOT to be confused with WAN Acceleration

1. GLS Optimized Design: Solutions
Improve Application Performance, Operational Efficiency & Reduce Infrastructure Costs
Industry Trends Customer Business Problems GLS Solutions
Data Center Consolidation & Server Virtualization 45-58% of CIOs Report Poor Application Managed WAN Acceleration Services
 Reduced Remote Site Infrastructure Performance Application Monitoring, Reporting, Analysis & Alerts
 Explosion of New Applications on the Wide Area Network Performance issues inherent to WAN Infrastructure Management
Complexity of Application Infrastructure Deployment Services
Flood on New Technology & Vendors Inefficient IT Operations & Costs Application Monitoring, Reports, Analysis & Alerts
 Multi- Service Platforms  High Costs associated with the IT Help Desk and other  Riverbed Cascade or Visual APA + NetFlow Platforms
 Complex Security Requirements Functional Areas of Operations  Visibility of the application flow across entire network
 WANx, Load Balancers, ASA/Firewall, etc.  Poor coordination across the entire IT Organization to find and infrastructure
 SIP/IPT Products and Services fix problems  Monitor End User Response Time and customized by customer
 Ubiquity of Cellular Data, DSL &Cable  Excessive MTTR and End User Down Time for all events  Severe event alerting with relevant diagnostics
 Advanced diagnostic tools  High Volume & Length of Help Desk Calls  Continuous Optimization and Monthly review of design & issues
 High Instance of Application Down Time Events  Central focus for IT Leadership, Operations & Planning Teams
 Lack the capability to Isolate and Diagnose Critical Events Managed Infrastructure Services – 24x7x365
 Rapidly changing IT staffing and skill requirements  Network: Router, Switch, Firewall, VPN, Server
 complex & fragmented monitoring & diagnostic tools  Advanced: IPT, WANx, Security, Data Center
Complex Voice and Data Networks Design Network Designs are not Optimized Optimized Design Principles
 CoS and CoS Real Time Requirements  IT is overwhelmed by exponential increase in the complexity of  Integration of SIP onto the Customer Data Network
 Integration of SIP onto Data Network their communications infrastructure  Access Optimization and Increased Application Performance
 Diverse and Secondary Networks for Voice & Data  Un-Optimized Design  Simplified Billing, Processing and Audit of Installed Base Services
 Complex Head End Infrastructure at Host Sites o Savings of 20% – 40% in Opportunity Cost and Servers
 Reduced IT Staff Resources o Increasing Operational Costs  Leverage of IPT End User Productivity Tools
 Limited Existing IT Staff Skills o Decreased End User Productivity Managed Infrastructure & Deployment Services
o Waste of Network & Server Resources  Address IT Technical Skills and Staff and repurpose for increased
o Inefficient Auditing & Bill Processes productivity based on skill set
o Excessive costs for current Bandwidth
Economic and Regulatory Environment IT must be more Cost Efficient and Effective Optimized Design Approach and Benefits
 Management Costs  Business Case Decision Making Infrastructure Savings
 Customer Demand for Better Service o ROI with High Degree of Confidence  Reduce costs of 25-40% by Integrating SIP and Data
 Tight CAPEX Budgets o Demands Short Pay Back Period  WANx at vital Data Sites - 50%+ Savings on Voice and Data Access
 Competitive Demand for Higher Employee Productivity  Quick Deployment New Applications Costs
o Security and Reporting Requirements around HIPPA, SOX,  Improve Performance of IT Applications Application Performance Improvement
SAAS 70, PCI, Dodd/Franks  Desire to Reduce Operational and CAPEX Costs; Cost of  WANx – App Performance + End User Productivity
Services; Cost of Infrastructure  Riverbed RSP and Mobile User Productivity
 Report, Analysis & Alert: Additional Correlation for Security
IT Resource Efficiency & Cost Improvement
 Managed Infrastructure and Deployment Services
o Reduced Costs for Compliance
o Skills, Speed, Cost Effective Deployment
o Riverbed RSP eliminate and simplify infrastructure
 Application Monitoring, Reports, Analysis & Alerts
o Isolate & resolve Application Issues promptly with fewer
resource involvement
o Results in Lower Help Desk Costs, MTTR and Call length
o Reduce Waste: Underutilized Bandwidth and Servers
o Influence critical budget decisions around CAPEX vs. OPEX

2. GLS Optimized Design – Sales Process
Optimized Design Acquisition Strategy – Process for Developing a Compelling Value Story
Sales Process Step Sales Team Actions Sales Team Objectives GLS Provided Aids
Sales calls to data gather profiling & qualifying information on Obtain the following: OD Data Gathering Form
every customer based on Optimized Design opportunity criteria. o Contract Expiration Voice & Data OD Sales Guide
o Use of WANx, SIP, D/V Integration OD Solutions Summary
Prospecting & Develop an opportunity attack plan that can be used in a meeting o D/V Plans and IPT Purchases See Qualifying Questions Chart
Developing with IT Leadership. o NxT1 sites, Voice & Data Net Design
Opportunities Find the type of customer challenges and problems that
are outlined in the Optimized Design Qualifications.
Set appointments with CIO, VP IT, CFO Set appointments with IT leadership at each customer o 3 appointment setting emails
Leverage appointment setting story lines in the assigned base of accounts. o GLS RSD Support
Setting Appointments
o Cloud Story o OD 1 pager
o Application Performance Story o OD Solutions 1 pager
o Operational Efficiency Improvement o Go around IT strategy
o Reduce your Voice and Data Costs
o End Run IT Strategy – Hail Mary CEO/CFO Play
o Present appointment setting story Gain agreement on OD business problems. Quantify o OD Slide Deck
o Deliver OD Story & Approach business case impacts of problem o OD Solutions Summary
o Discuss customer challenges and problems o GLS RSD or Executive
Initial IT Leadership o Quantify pain points in $$ if possible Gain agreement to deliver an OD proposal to solve a
Appointment o Discuss possible solutions to pain points specific pain point.
o Ask to make a proposal to address pain point or
o Agree on next steps: Meeting to deliver proposal or study Gain agreement to perform further data gathering of
path to gain more information for development of proposal the current design so that an OD proposal can be made
o Discuss High Level Business Case Objectives
o Position Proposal as high level and budgetary
Document Current Design: Produce Proposal that can be compared and contrasted o GLS OD Proposal Templates
o Voice & Data Network – Design and Cost to the customers present environment: Objectives of o OD Business Case
o Document all access inefficiency based on OD proposal are: o GLS RSD or Executive
Optimized Design & o Application Monitoring, Help Desk tools o 25-40% improvement in V/D Network o GLS Design Engineer
Proposal o Application Users (incl. Mobile) view of performance o Additional Access Optimization Savings o GLS Presales Team
o Trouble shooting process and issues o Quantifiable IT Operations Savings
Develop High Level Business Case Proposal & Design o Demonstrable Application Performance
o Integration of Voice & Data using SIP (Incl. Access Opt) Improvements
o Carrier MPLS, SIP, Hosting integrated into Design o Help Desk and MTTR Improvements
o Application Monitoring & Help Desk Tools o Additional no Quantified Problem/Benefit
o Application Performance Impacts (WANx + Mobile) Statements i.e. Employee Productivity
o Infrastructure & Deployment Services o Get Customer to agree to a roadmap
o Business Case to move forward
Deliver Proposal & Agree on Next Steps o Gain Trusted Advisor Position o GLS RSD & Executive Team
o Discuss Current versus Proposed Design o Deposition Incumbent Carrier o Custom OD Presentation
Proposing and Closing
o Discuss “How it Works”, SIP, WANx, IPT, Services o Move Closer to Closing: Proof on Concept, o OD Exhibits
o Discuss Problem/Benefit Statements of New Design Detailed Proposal
o Discuss Business Case Financial Model o Get tangible next steps to close
o Close throughout discussion, attain next steps to close o Close the deal & Position for Next Opportunity

3. GLS Optimized Design: Qualifying Customers
Finding Neglected Customers with Big Problems we can Solve
Qualifying Questions – Current Design Findings that can be Optimized Business Case, Proposed Design Implication
Voice & Data Network Design – Site Level or Site Model Level Findings that provide good opportunities for Optimization Voice & Data Networks not integrated
 To what degree are your Voice & Data Networks integrated?  Voice & Data networks do not share the same access  If access isn’t shared 15-40% design savings is probable
 What IPT investments have you made or plan to make?  Customer has SIP capable phone equipment/IP PBX  Business Case Design Factors Impacting Savings:
 Do you have SIP in your network? If so what % of call are SIP?  Create room for Voice/SIP traffic over current MPLS Network o Intra Company Calls (free)
 Are SIP calls traveling over your MPLS? If no what type of facility?  Voice & Data using WANx can travel over existing WAN Access o Local Calls (free depending on SIP Vendor)
 What does an average site look like? Can we model off that?  If Customer sites are similar in size then we can model the design o Switched rate minutes moving to dedicate rates
 Can we move SIP onto MPLS without upgrading MPLS circuits by utilizing  Where are the Switched to Dedicated Optimization Opportunities o Large variance in aggregated versus remote site busy hours
WANx technology?  Rate Optimization if Customer rate structure is out of date o Access cost avoidance from using WANx
 Are you currently paying any Local, LD or Internal Toll?  Gain an understanding of traffic patterns and inventories (Look for  Rate optimization savings (the more out of date the better)
 Rate Structure CPM, Dedicated & Switched, % of traffic for each facilities and server waste + design over-engineering )  Centralized Concurrent Calls versus Remote Site Concurrent Calls
Voice and Data Network Design – Corporate Level  Centralized SIP Session Requirements versus inventory of T1.5 Channels
 % of calls: DID, Intra Company, Toll Free, Inbound, Local + 1MB and 1FB trunks.
 Sizing Questions: # of PRI, IMB, Local Toll, MPLS Circuits, # of concurrent  If you don’t have a good grasp on inventory you have waste 5%+
calls during busy hour aggregated at corporate?  Known traffic patterns make it easier to model new design
 Total spend broken out across rate elements  Unknown traffic patterns points to waste + design flaws
Uncovering WANx Needs – Performance & Data Optimization Findings that provide good opportunities for WANx Improve Application Performance & Optimize Data Network
 Ask Questions around application performance issues  Application performance is a big issue @ C or IT Leadership Levels  Focus the customer on all the specific negative business impacts and
 End User Productivity: Determine who shares which applications….High  Quantify lost sales, end user productivity, & poor public perception costs to the company, especially If application performance is an issue
Cost Resources like Lawyers, Engineers etc. due to poor applications performance as well as network at the C & IT Leadership Levels
 Do customers or partners share applications? performance and optimization issues  Quantify lost revenue, employee productivity, and damage to the
 What are the business implications of poor performance by application?  Identify the impact on Mobile/Remote users company image due to poor application performance
 Is applications performance a concern at the IT leadership & C level?  Help with planned application growth: Factor in OPEX & CAPEX cost  Application performance problems are much bigger concerns and
 Mobile Users - what applications & # of users? Performance Issues? avoidance of future network upgrades revenue impacting to C & IT leadership levels than Voice & Data costs
 What are the perceived network issues around slowness or latency?  Optimizing the Data network will produce significant cost savings savings.
 Find out if the Data Network can be optimized  Document all negative business impacts. Get customer too open up  If you are fixing a big problem, V&D savings is an added bonus.
o How many sites requiring bandwidth upgraded in the next 12 months. about the impact to their business. Quantify additional savings that come from data bandwidth and voice
o What are current and future plans for roll out new applications? access optimization and add savings to the Optimized Design Story
o Understand the impact that V&D access integration can deliver
IT Operational Inefficiencies & Costs Findings providing opportunities for Operational Improvements Improve Operational Efficiency and Cost Structure
 Focus on Help Desk: % of time help desk knows about an issue before a  Customers with application performance issues have operational  Gain operational efficiencies from an Optimized Design: Fewer bills to
call is made? inefficiencies. Our opportunity rest in our ability to find areas where process, improved auditing, and better grasp of infrastructure
 Baseline Help Desk Isolation/Diagnostic procedures document time, we can easily document impact of improvement inventories and utilization.
process & tools?  Help Desk is where application issues are revealed and where the  Get a waste factor % for Business Case
 Document average length of call & MTTR. Baseline application issue customer has tremendous resource costs.  Application up time improvement: Quantify the value for end user
trouble shooting process, tools and time?  Focus on help desk resources and the impact of the impact around productivity to include mobile Users
 How fast do they isolate issues? How many people are involved? How reducing MTTR. Target problems are a help desk that is slammed,  Cost improvement: Remember customer will have a loaded cost of
many are recurring or chronic issues? Are performance issues addressed with poor tools and is struggling with the inability to isolate issues. about 1.6x employee salary against the cost of GLS Managed Services
or simply ignored?  Application down time kills end user productivity. Is it an issue  Impact of Operational improvements for the Help Desk - this will be
 Costs of Managing Infrastructure: What is the customer spending on tool around skills, design, operations or tools? huge and is a key area for your business case
and personnel costs to manage their infrastructure? How do they see  Identify the waste factor and impact relative to disparate billing,  Evaluate how RSP services can further reduce operational costs related
their level of effectiveness relative to MTTR and handling of chronic poor asset management, utilization of circuits and servers to remote site infrastructure
issues? Are they doing an effective job on managing their current  High cost of resources to support infrastructure and the impact of  Provide IT operational savings from increased efficiency and accurate
infrastructure? The goal is to find out where they need help. missing the mark in critical areas such as design optimization and diagnostics for application issues
 Does IT always blame the network for their problems? application performance  Stability of outsourced solutions: Staffing and skills to provide an
 Skill issues: Where are the most complex parts of the infrastructure and infrastructure that works better, costs less and is better managed
are they sub-optimized due to a lack of resources and skills?