Mitel is a leader in virtualized unified communications. They have partnered with VMware to overcome challenges of virtualizing voice applications and infrastructure. This allows organizations to integrate virtualized data and voice on a single infrastructure. Mitel has also virtualized voice on desktops through their work with VMware. Their licensing and Freedom Architecture enable flexible adoption of virtualized unified communications. A Gartner survey found midsize organizations are aggressively adopting server and desktop virtualization, with over 50% virtualizing most servers and 30% piloting desktop virtualization.

1. To realize cost savings and increase productivity, midsize organizations are virtualizing
their servers and desktops.
Virtualization and Unified
Communications (UC) in the
Midsize Organization
2
Mitel and Virtualization
3
The Virtualized UC Story
6
From the Gartner Files: User
Survey Analysis: Midsize
Businesses Continue to Be
Aggressive with Desktop and
Server Virtualization
12
Mitel Virtualized UC – The
Nuts and Bolts
13
What Mitel Virtualized UC
Means for the CIO
I s s u e 1
Featuring research from

2. 2 Virtualization and Unified Communications (UC) in the Midsize Organization Issue 1
Mitel and Virtualization
Virtualization delivers attractive
ROI in the form of lowered costs
and increased productivity. So it’s
not surprising that Gartner, in their
survey analysis included in this paper,
predicts a dramatic increase in desktop
virtualization in the midsize market in
coming years.
Unified Communications (UC) is
another highly attractive business-
critical technology. Integrating
communications with other business
applications in a single infrastructure
makes organizations more productive,
and more responsive to customers,
suppliers, and partners.
But the maximum benefits of these
technologies are only realized when
UC is included as an integral part
of a virtualized infrastructure. And
longstanding challenges to virtualizing
voice have traditionally prevented that.
At Mitel®, we recognized early on
that virtualization would be a game
changer. We saw that adding voice to
a virtualized infrastructure would have
profound benefits for business. And
we made it our mission to overcome
the separation of voice and data
and become the industry leader in
virtualized voice.
We did it using a three-pronged
approach:
1. Crack the code of virtualized voice.
We partnered with VMware®,
the acknowledged world leader
in virtualization, to solve the
challenges associated with
virtualizing voice.
2. Build the right architecture. We
developed the Mitel Freedom
Architecture, which frees
organizations to deploy UC,
including virtualized UC, on existing
infrastructures.
3. Evolving with your IT strategy.
Recognizing that businesses are
in different places on the path to
virtualization, and that they want to
transition at their own speed based
on their budgets and preferences,
Mitel’s single software stream and
flexible licensing structure enables
businesses to move seamlessly from
the non-virtual to the virtual model.
This paper, in addition to including
Gartner’s User Survey Analysis, tells
the story of how Mitel and VMware
brought voice to the virtualized
world, so that organizations
worldwide are now benefiting from
integrated virtualized data and voice
infrastructures. It describes the Mitel
Freedom Architecture and Mitel
licensing that make going virtual so
attractive. And it details the significant
benefits that Mitel Virtualized UC
offers CIOs and others in midsize
organizations.
Source: Mitel
“In a nutshell, Mitel is a forward-thinking company from a telecommunications
standpoint. They make administration easy. They have the most flexible solutions.
They offer the most appealing cost of ownership. And, as far as support goes,
they are the most responsive I’ve seen in the industry.”
Daryl Connell, MIS Manager, Llewellyn Worldwide

3. Issue 1 Virtualization and Unified Communications (UC) in the Midsize Organization 3
The Virtualized UC Story
Organizations traditionally had to
maintain two separate infrastructures
– one for the large amounts of data
that even the smallest of them use to
generate critical business intelligence,
the other for mission critical voice
communications.
The Data World
Over time, the data world
evolved significantly, to the point
that software-based virtualization
technology now divides physical
servers into a greater number of
virtual servers, generating savings in
hardware, space requirements, and
power consumption, and greatly
simplifying administration.
Desktop virtualization has taken
it a step further, moving operating
systems, configuration settings, and
applications from PCs, on which they
have traditionally resided, to virtual
servers where IT can manage them
centrally. Users now become instantly
productive anywhere, anytime,
accessing personalized desktops on
a wide array of devices, from simple
terminals to the latest smart devices.
The Voice World
The world of voice and related
communications has advanced,
too. Using software-based VoIP
(Voice over Internet Protocol),
communications have converged with
computer networks and other business
applications to become Unified
Communications (UC). And exciting
new ways of communicating, such as
instant messaging and audio and video
collaboration have joined the mix.
Two Worlds United
Despite these advances, the worlds
of data and voice traditionally
remained stubbornly separate, largely
because of longstanding challenges
associated with virtualizing voice and
other real-time applications.
At Mitel, we made it our mission
to solve the issues associated with
virtualizing voice applications, so they
could join other business applications
on a single infrastructure. As a result,
organizations of all sizes worldwide
are now experiencing the profound
benefits of a single infrastructure for
both data and voice.
1. Mitel and VMware – Cracking the
Code of Voice Virtualization
We joined the worlds of data
and voice using a three-pronged
approach. For starters, we partnered
with VMware, the market leader in
virtualization. Together, after almost
two years of intensive research
and development effort in both
our laboratories, we overcame the
significant and longstanding challenges
that prevented voice from joining data
on a virtualized server infrastructure.
Mitel Virtual Solutions – Voice in the
Server Room
The result was Mitel Virtual
Solutions, a revolutionary
breakthrough in voice virtualization
that organizations around the world
have deployed on the same technology
infrastructures as their other business
applications. The benefits they are
realizing include reduced capital
and operating expenses, improved
application availability, and integrated
business continuity.
The management benefits alone
that come from uniting data and voice
are profound:
• One business continuity plan.
Traditionally businesses had
separate business continuity
plans for voice and data. With
virtual solutions, you can have
a single business continuity plan
that leverages VMware business
continuity tools across all of your
voice and non-voice applications.
• Consistent data center practices.
You can manage UC like any other
application in your data center,
with no need to maintain a separate
set of skills for voice. A single
infrastructure means a single set of
best practices for the data center,
so that all applications, including
voice, can be deployed, maintained,
and managed the same way.
• Operational efficiencies. For
CIOs, this translates into a
consistent management strategy
for all mission-critical business
applications, reduced hardware and
power costs, and an IT team that
can focus on adding strategic value
to your business.
You can read the full story about
how we virtualized voice, and learn
more about its benefits, by reading
the Mitel and VMware white paper
Uniting the Worlds of Data and Voice.

4. 4 Virtualization and Unified Communications (UC) in the Midsize Organization Issue 1
Voice on the Virtual Desktop
But the voice virtualization
story doesn’t end there. Next, we
tackled the equally thorny issues that
prevented voice from being part of the
virtualized desktop.
Desktop virtualization is hugely
significant for IT departments and
end users alike. It takes applications,
much of the data, and personalized
configuration settings that have
traditionally been stored on PCs and
moves them to virtualized servers,
where they can be managed centrally.
As Gartner points out, midsize
organizations are expected to take full
advantage of the move to virtualized
desktops in the coming years. But
“full advantage” means including
UC applications on the virtualized
desktop. And, as was the case with
voice and virtualized servers, real time
applications like telephony and other
components of UC didn’t traditionally
work well or cost effectively on
virtualized desktops.
Again, working together, Mitel and
VMware changed that. After another
year of intense effort, and leveraging
our earlier work virtualizing voice
in the data center, we overcame the
challenges associated with virtualizing
voice for the desktop, and made it a
part of Mitel Virtual Solutions.
The benefits are significant. For IT
it means:
• Centralized administration.
With a single infrastructure, IT
can deliver data, applications,
configuration settings, and
unified communications to users
throughout the organization.
• Reduced hardware requirements.
There is no longer a need to
continually upgrade and maintain
a range of high-end desktops and
laptops. Processing power, desktop
settings, and voice-related and
other applications reside in the data
center, and are accessed by users via
the Internet — from “the cloud.”
• Easier software upgrades. No more
individual software licenses to keep
track of, and days and weeks spent
upgrading individual computers.
You manage and upgrade everyone
centrally, with no disruption to
service.
• Increased data and application
security. Lost or stolen laptops are
no longer an issue. And they don’t
need to be high-end processors,
don’t need to have expensive
applications installed, and don’t
need to store valuable data. It’s all
centralized on servers, and you can
turn access to everything on or off
with a click in the data center.
Business users benefit as well, with:
• Greatly increased flexibility. They
can work, communicate, and
collaborate from anywhere, on any
device.
• Easier communication. They use
a single sign on to access personal
phone numbers, messaging, and
collaboration capabilities, along
with all of their desktop settings and
applications.
• BYOD (Bring Your Own Device).
They can join the growing trend
toward bringing their own computer
or other smart device to work. A
simple client software installation
and they’re ready to sign in and
start working. Because their device
functions as a terminal, it doesn’t
have to be a high-end machine
with tons of processing power and
storage space.
For the full story of how we
delivered these benefits, read the Mitel
and VMware white paper Giving
Voice to the Virtual Desktop.
2. The Mitel Freedom Architecture
Cracking the virtualized voice code
was just one part of the solution. The
virtualized voice revolution in the
data center and on the desktop was
also enabled by the Mitel Freedom
Architecture. We designed it to ensure
that organizations can deploy UC –
including virtualized UC – on existing
infrastructures.
“Mitel has a very stable voice platform and I’m
confident in its ability. A unified management view
of our network helps us plan and optimize our
investments for maximum utility.”
Jim Paolicelli, IT Manager, Gallagher, Flynn & Company, LLP

5. Issue 1 Virtualization and Unified Communications (UC) in the Midsize Organization 5
Mitel’s Freedom Architecture does
this by providing:
• A single, cloud-ready software
stream. A software-based unified
communications solution plugs into
existing IT frameworks without
needing manufacturer-dependent
hardware or relying on one vendor
for an end-to-end, single source UC
solution.
• Freedom from walled-garden
architecture. It fits with your
existing network, processes, and
other business applications.
• An in-office experience anywhere.
Mobility solutions ensure employees
can be productive regardless of their
location or device.
By deploying the Freedom
Architecture-based Virtual Mitel
Communications Director (vMCD),
the industry’s first fully virtualized
voice processing software application,
organizations add all of the benefits
of virtualization to their voice
communications, including reduced
capital expenditures and operational
and maintenance costs.
To learn more about the Mitel
Freedom Architecture and its support
for virtualized voice, read the Mitel
Freedom Architecture White Paper.
3. Evolving with Your IT Strategy
At Mitel, we realize that, as the IT
delivery model changes, organizations
find themselves at different stages
on the delivery spectrum. Some have
moved to virtualization in a big way,
others are just getting started, and
still others are unsure when they will
virtualize.
Mitel’s single software stream
can be deployed across all of these
scenarios, enabling you to seamlessly
move from one deployment model to
another without sacrificing any of the
rich UC functionality Mitel delivers.
And Mitel`s approach to licensing
is structured so that, wherever you
are on the spectrum, we work with
you to help your communications
infrastructure evolve. You can move
licensing from one model to another,
so you can go virtual in your own
way, on your own schedule.
This kind of licensing flexibility,
combined with the technology
breakthroughs brought about by
the Mitel and VMware partnership
and the Mitel Freedom Architecture,
make the move to virtualization
that Gartner predicts in the midsize
market exceptionally attractive. And,
by adding voice to the virtualization
picture, they provide a whole new set
of productivity-enhancing benefits.
Source: Mitel
“We have less ‘tin’ now, we have substantially reduced costs because we’re not
maintaining that tin, we’ve got much increased flexibility and we have very much
faster server provisioning. It is also very, very resilient. But the most important
thing is that there is substantially less CO2.”
Ian Exton, WWF UK

6. 6 Virtualization and Unified Communications (UC) in the Midsize Organization Issue 1
From the Gartner Files:
User Survey Analysis: Midsize Businesses Continue to Be Aggressive
With Desktop and Server Virtualization
While server virtualization is still
a top priority in the midmarket, the
penetration of virtual machines will
rapidly hit the saturation point in all
but a few emerging markets over the
next three years.
Virtualization places a greater
emphasis on efficiency, standardization
and resiliency. Server virtualization
has empowered midsize businesses
to examine the entirety of their
infrastructure and look for ways to
lower their cost base, while improving
utilization and availability.
Thanks to phenomenal interest,
Gartner expects desktop virtualization
deployments to increase dramatically
over the next three years. A survey
conducted on-site at the Midsize
Enterprise Summit held in Orlando,
Florida, from 4 May through 7 May
supports the aggressive forecast for
desktop virtualization by midsize
businesses in North America.
Key Findings
• Slightly more than 50% of midsize
businesses have virtualized 75% to
100% of their servers.
• Midsize businesses are running 10
to 12 virtual machines per physical
server.
• Approximately 40% of midsize
businesses have intentions to
virtualize 100% of their servers over
the next two years.
• From 20% to 30% of midsize
businesses are postponing or
canceling plans to move to the cloud
because virtualization has simplified
their IT environments to a state they
are satisfied with.
• Approximately 10% of midsize
businesses have deployed desktop
virtualization in production.
Approximately 30% are currently
testing and piloting desktop
virtualization.
• On average, midsize businesses
expect to virtualize 42% of their
PCs.
• Thirty percent of midsize businesses
cite that they will never use desktop
virtualization.
Recommendations
• To be successful and maximize the
opportunities in the midmarket
relative to their endeavors with
virtualization, IT providers need to
stop pushing marketing messages on
audiences without listening to what
they actually need and want. A
number of unique buying behaviors
relative to server virtualization in
the midmarket have been ignored
during the past two years.
• IT providers must position desktop
virtualization as an extension of the
transformation and modernization
of the data center that started with
server virtualization. Otherwise,
the highly visible initial capital
cost requirements will drive many
buyers to postpone or cancel plans
to virtualize their PCs. Marketing
that balances the capital costs with
the benefits of improved security
and manageability is important.
• IT providers should help midsize
businesses understand the strain and
cost that virtual desktops can have
on other data center systems (i.e.,
servers, storage and networks) and
advise on the upgrades that need to
be made before deploying virtual
desktops.
• IT providers should help midsize
businesses integrate the benefits that
desktop virtualization deployments
can bring to existing security and
disaster recovery initiatives.
• PC vendors must recognize the
midmarket’s trend toward desktop
virtualization or risk losing their
credibility and strategic position
in client computing to non-PC
vendors such as Citrix Systems and
VMware.
• Windows 7 represents a great
opportunity for IT providers to
help midsize businesses rearchitect
their desktop environments to show
how the virtual desktop is a key
part of the new architecture. IT
providers should help midmarket
organizations test and roll out
desktop virtualization and Windows
7 together in order to eliminate
extra costs associated with
deploying these solutions separately.

7. Issue 1 Virtualization and Unified Communications (UC) in the Midsize Organization 7
SURVEY OBJECTIVE
The objective of the survey was
to determine the IT spending plans
and buying behaviors of midsize
businesses during the next 12 months.
The survey also analyzed the adoption
rates and intentions of some key
technologies in the midmarket. This
report focuses on the penetration and
future plans for server and desktop
virtualization in the midmarket.
DATA INSIGHTS
Server Virtualization Has Changed
Midmarket Data Centers Forever
The combination of cost cutting
(driven by server consolidation during
the recession) and a desire to improve
the efficiency and availability (disaster
recovery) of the server environment
has made server virtualization one
of the hottest IT projects in the
midmarket for the past two years.
According to the survey, those midsize
businesses using server virtualization
have virtualized 55% of their original
server capacity.
On average, midsize businesses
are running from 10 to 12 virtual
machines per physical server for
traditional server workloads, and
from seven to nine virtual machines
per core for desktop workloads. This
average workload has not changed in
the past two years. As servers become
more powerful, Gartner expects that
the number of virtual machines will
gradually increase within each server
host for at least another two or three
years in large enterprise. However,
even with four- and eight-core servers
becoming common for virtualization
deployments, it is likely that midsize
businesses will not significantly
increase the number of virtual
machines they run on each physical
server during the next two years.
Not so long ago businesses were
reluctant to virtualize mission-critical
applications such as ERP, SQL Server
and Microsoft Exchange; however,
that has changed. Many midsize
businesses have now virtualized, or
started virtualizing, their business-
critical applications. Slightly more
than 50% of the survey respondents
stated that they have virtualized
between 75% and 100% of their
servers (see Figure 1). Approximately
40% of midsize businesses have
intentions to virtualize as close to
100% of their servers as possible over
the next two years.
N = 108
Source: Gartner (July 2011)
Figure 1 Percentage of Servers Virtualized — Midmarket
Virtualized servers
(1%-24%)
16%
Virtualized servers
(25%-49%)
16%
Virtualized servers
(50%-74%)
15%
Virtualized servers
(75%-100%)
53%

8. 8 Virtualization and Unified Communications (UC) in the Midsize Organization Issue 1
While the perception is that all
midsize businesses need external help
to deploy server virtualization, the
survey showed that 55% of them
handled it without any help from
the outside. This has been one of the
more interesting findings regarding
midmarket virtualization efforts,
in that most reported few or no
challenges or problems. The other
45% indicated they used consultants
and local value-added resellers to
differing degrees. Some used outside
help for the entire project, while
others used professional services
for only the initial design and
configuration. IT vendors are placing
much emphasis on how their solutions
adapt to evolving hybrid computing
strategies, linking their future to a
mixed on-premises virtualization
environment and cloud service model.
This follows a failed effort to attract
midsize businesses by marketing
solutions to manage a complex,
mixed physical and virtual internal
infrastructure. This did not appeal
to midsize businesses for a couple of
reasons: (1) they did not experience
the expected complexity; and (2) many
of them wanted to quickly virtualize
as much of their physical server
infrastructure as possible.
Intentions for Desktop Virtualization Are
Aggressive
The survey found that slightly
more than 10% of respondents
said their organizations have
deployed desktop virtualization in
production (see Figure 2). Most of the
production environments have limited
deployments. Approximately 30% are
currently testing and piloting desktop
virtualization.
Source: Gartner (July 2011)
Figure 2 Midmarket Desktop Virtualization Adoption
In production
(wide use)
3% In production (limited
use)
8%
Testing/piloting
31%
Currently no
business need
47%
Will never use
11%

9. Issue 1 Virtualization and Unified Communications (UC) in the Midsize Organization 9
Source: Gartner (July 2011)
Figure 3. What Percentage of Your PCs Do You Expect to Virtualize in Total When Complete?
Most businesses reporting desktop
virtualization deployments have
virtualized between 1% and 24% of
their desktops, with the average being
approximately 5% of PCs. Increased
security of PC data and reduced
“break/fix” instances are two benefits
cited by these early adopters.
Gartner continues to see
strong momentum in the desktop
virtualization market as organizations
accelerate the speed of their pilot
projects. This is in turn accelerating
the time frame for production
rollouts. Gartner sources in addition
to this survey also indicate that
midsize businesses are increasing the
overall scope of their deployments,
resulting in intentions to virtualize
a greater percentage of their user
population than originally anticipated.
When asked, “What percentage of
your PCs do you expect to virtualize
in total when complete?” the average
of all the responses was 42% of their
PCs, while 36% intend to virtualize
between 75% to 100% of their PCs
(see Figure 3).
Although interest in desktop
virtualization is high, we believe
several factors will contribute to a
delay in adoption:
• Cost of deployment
• Offline and mobile workers
• Network limitations (bandwidth
and latency)
• IT skill sets
• Organizational structures and
hierarchy
The virtualization expectations
of midsize businesses are higher
than those expressed by large
enterprises, where we suspect that
only 15% of enterprise desktops
are good candidates for desktop
virtualization. We believe the interest
and intent of midsize businesses
in desktop virtualization is more
established because the scope and
complexity of midsize-business client
computing environments is not
nearly as sophisticated as in large
enterprises. However, we believe some
midsize businesses have unrealistic
expectations in relation to their
desktop virtualization rollouts. Some
midsize businesses will scale back their
efforts when they learn about the costs
associated with desktop virtualization.
We also know that midsize
businesses have fewer internal
technical resources at their disposal,
and, therefore, are more dependent on
third-party providers that have more
desktop virtualization experience than
large-enterprise IT departments. This
is significant for midsize businesses
because third-party providers are
typically more willing to adopt and
resell newer technologies, compared
with large-enterprise IT organizations.
No plans to virtualize
any PCs
29%
Virtualized PCs
(1%-24%)
11%
Virtualized PCs
(25%-49%)
9%
Virtualized PCs
(50%-74%)
17%
Virtualized PCs
(75%-100%)
34%

10. 10 Virtualization and Unified Communications (UC) in the Midsize Organization Issue 1
Our findings regarding midmarket
virtualization expectations are
surprising, seeing that PCs are still less
expensive than hosted virtual desktops
(HVDs) on a per-user basis. The
midmarket is often acutely sensitive to
the capital expenditure requirements
normally associated with PCs.
However, our findings do align with
a buying behavior that has become
more critical following the recession:
Midsize businesses are focused on
doing whatever they can to reduce the
cost and time involved in maintaining
their IT environments. One of the
most significant benefits of desktop
virtualization is that it gives IT
administrators an easy and centralized
way to manage employees’ computers,
which can in turn reduce the resource
requirements for PC support. For
many customers, favorable return
on investment (ROI) will be realized
only with deployments of more than
350 users. This equates to about
50% of users at the companies that
responded to our survey (the average
company size in this survey was 690
users). The number of deployments
required to achieve favorable ROI is
expected to decline to 250 users by
2014, based on expected technology
improvements.
However, the cost of software
licensing adversely affects ROI.
Organizations are encouraged to fully
understand the licensing implications
of virtualizing commercially available
software; each independent software
vendor (ISV) has different licensing
requirements. For example, Microsoft
requires that PCs being used to
access HVDs require either software
assurance (at $40 to $60 per PC,
per year) or a virtual desktop access
(VDA) license ($100 per device,
per year). Further, other software
is often required to assist with the
configuration and management of
virtualized desktops.
It should also be noted that
other Gartner research from the
past 12 months indicates that
30% to 60% of midsize businesses
currently have no plans to deploy
desktop virtualization. According
to this survey, the percentage of the
market that will never use desktop
virtualization is around 30%. This
buying group does not see the benefits
of desktop virtualization — it only
sees the demand for more hardware,
which drives up costs. One of the
largest barriers to implementing
desktop virtualization is the setup
cost, which, in most cases, requires
additional server, storage, networking
and software licensing. In cases
where security or compliance becomes
increasingly important, some of these
companies will likely change their
mind-set. Recoverability is also a
benefit that is often overlooked, as the
data is backed up on the server versus
not being backed up at all on many
client devices.
We also recognize that HVDs do
not address a large portion of the
market, namely, notebook users. If
notebook users have requirements to
be productive in a disconnected state
(i.e., on a plane), then HVDs will
not address their need. We are aware
that “offline HVDs” are promised
as a feature by many vendors
today. However, conversations with
customers have led us to believe that
these solutions are incomplete and are
not ready for mainstream deployment.
It is our belief that the earliest
mainstream adoption for offline
HVDs will not happen until 2013.
Opportunities Remaining for IT
Providers
Server virtualization has unleashed
the full potential of other initiatives,
such as networked storage, desktop
virtualization, network upgrades and
disaster recovery, with the associated
data center refresh and design.
For example, virtualizing
physical servers and placing several
applications on each server does
improve utilization of that physical
server, but it also creates more
network traffic in and out of the
server. As enterprises deploy more
virtual machines, more network
bandwidth is needed per server.
IT providers can assist with the
appropriate network redesign and
bandwidth requirements before
performance issues occur. There will
be similar opportunities to provide
capacity planning and workload
optimization in other areas, such as
storage, as virtualization footprints
expand.
Virtualization also delivers an
enabling platform for private cloud
computing. However, it should be
noted that there will be a significant
number of midsize businesses
for which a highly virtualized
environment is the endgame. We have
found that from 20% to 30% of
midsize businesses are postponing or
canceling plans to move to the cloud
because virtualization has simplified
their IT environments to a state that
they are satisfied with.

11. Issue 1 Virtualization and Unified Communications (UC) in the Midsize Organization 11
Specific to the desktop, IT
providers looking to offer cloud-based
desktop services should focus on
creating offerings that are affordable,
consumable and easy to understand.
While some customers will oppose
outsourcing the desktop, IT providers
should focus on appeasing the fears
and concerns by demonstrating the
core infrastructure values of high
availability, redundancy, operational
efficiency and cost-efficiency.
Service organizations also need
to move away from the “cost of
service” conversation, as we anticipate
that the sticker shock in response
to perceived high costs will short-
circuit many deals in the early phases.
Instead, service organizations need to
articulate that hosted desktop services
provide value (i.e., improved security
and manageability) above and beyond
existing PC offerings, and are worth
the added costs that are required for
the infrastructure build-out.
IT providers can effectively
message their value as it relates to
long-term value because of the cost-
efficiencies that they can provide.
Organizations subscribing to cloud-
based desktop services from IT
providers are likely to require less
upfront costs than those investing in
on-premises desktop virtualization
initiatives.
Lessons Learned; Listen to What
Midsize Businesses Want or Ignore at
Your Peril
In our research over the past two
years, midsize businesses reported a
number of unique buying behaviors
relative to server virtualization, yet
most vendors ignored them and
missed out on opportunities as a
result. As an example, many midsize
businesses indicated their preference
to virtualize as close to 100% of
their servers as possible, but most
vendors dismissed this and marketed
solutions that would optimize mixed
physical and virtual servers. Another
example is that many midsize
businesses that implemented server
virtualization before deploying blade
servers, decided that they didn’t need
blades after all. They saw commodity
multisocket x86 servers using
virtualization as a way to decrease
server count without investing in
blade architecture.
The problem is that most
server vendors were aggressively
pushing blade servers as part of a
virtualization project, which did not
resonate with these midsize businesses.
Another example of vendors
dismissing the buying preference in the
midmarket was in relation to Internet
Small Computer System Interface
(iSCSI) storage area networks (SANs).
Most of the large storage vendors
ignored the demand for iSCSI SANs
in the midmarket, which ultimately
led to the popularity and growth of
smaller emerging storage vendors such
as Compellent and EqualLogic (now
both Dell businesses), as well as HP’s
recently acquired Lefthand Networks.
IT providers need to convince
midsize businesses that saving capital
costs is not the primary motive for
investing in desktop virtualization.
In nearly all cases, the cost of
infrastructure (i.e., servers, storage
and licensing) will be better than
comparable than for physical PCs.
Deploying desktop virtualization
also requires new skills for the
design, build, deploy and support
operations, as compared with
traditional notebooks and desktops.
The virtual nature of applications and
desktops dictates that the processes
associated with help desk, support
and engineering are likely to change
as well. This is an opportunity for IT
providers.
To be successful and maximize
the opportunities in the midmarket
relative to their endeavors with
virtualization, IT providers need to
change their methods. It’s time to
stop pushing products and marketing
messages on audiences without
listening to what they actually need
and want.
METHODOLOGY
A survey was conducted on-site at
the Midsize Enterprise Summit held
in Orlando, Florida, from 4 May to
7 May. A follow-up email reminder
with the link to the survey was sent to
those attendees who did not take the
survey on-site. The survey was Web-
based and included a number of open-
ended questions to collect top-of-mind
details about various IT topics rather
than be forced to select from a list.
Source: Gartner Research G00214837, James A.
Browning, Mark A. Margevicius, 8 August 2011

12. 12 Virtualization and Unified Communications (UC) in the Midsize Organization Issue 1
Mitel Virtualized UC – The Nuts and Bolts
The Mitel Virtualized UC solution
includes:
• Virtual Mitel Communications
Director (vMCD). The foundation
of the Mitel Virtual UC Solutions,
vMCD is a virtual telephony
services platform. It provides call
control features for small to large
enterprises with powerful call
handling, a profusion of unified
communications features, including
mobility and conferencing,
and simple management -
enabling faster, more effective
communication.
• Virtual Mitel Applications Suite
(vMAS). An easy-to-use and
manage unified communications
applications suite. It delivers
capabilities such as unified
messaging; speech-enabled auto-
attendant; mobility; teleworking;
sophisticated audio, video, and
web conferencing; and business
reporting.
• Virtual Mitel Unified
Communicator Advanced (vUCA).
A client for desktops and mobile
devices that provides a single
access point for all business
communication and collaboration
needs. vUCA provides real-
time access to everyone in the
organization, on or off the premises,
and enhances the effectiveness of
“in the moment” communications.
Its rich feature set includes presence
and availability, deskphone and
softphone integration, corporate
directory access, visual voice mail,
secure instant messaging, and point-
to-point video. Deployed as part of
the virtual desktop, it gives users
single sign on to their UC and data
applications. The UCA softphone
enables media streaming in a
VMware View™ environment.
• Virtual Contact Center Solutions.
Mitel’s Virtual Contact Center
Solutions ensure delivery of the
excellent customer service that
nurtures relationships. Agent and
supervisor tools drive productivity
in your contact center, and real-
time and historical reporting ensure
operational efficiency. Agents can
use the contact center softphone as
part of their VMware View virtual
desktop.
UCA PC Client

13. Issue 1 Virtualization and Unified Communications (UC) in the Midsize Organization 13
Uniting the worlds of data and
voice in the data center and on the
desktop means a single infrastructure
to deploy and manage. For Chief
Information Officers, that means:
• Lower capital expenses. A single,
centralized infrastructure replaces
separate voice and data systems.
There is no longer a need to buy
and upgrade high-end desktops
and laptops, or to build a separate
communications infrastructure.
• Lower operating expenses. Less
space and energy is needed to
house and operate servers. Data,
applications, and communications
are managed together, in a single
system.
• Easier business continuity and
disaster recovery. Virtualized
desktops, applications, and
communications can be stored in
different locations, backed up, and
restored, all without any impact on
end users.
• Increased security and data integrity.
Sensitive data is stored centrally,
instead of on widespread user
devices, so it’s more secure, helping
meet Sarbanes-Oxley and other
regulatory requirements. A lost or
stolen laptop is no longer an issue,
because everything of importance
is in the data center. Access to the
laptop can be shut down with a
click in the data center.
What Mitel Virtualized UC Means for the CIO
• Greater productivity. More
streamlined operations, and
more easily accessible business
applications and communications
capabilities, drive productivity
throughout the enterprise, freeing
IT and business users alike to focus
on improved performance and
innovation.
Source: Mitel
• Virtual Mitel Border Gateway
(vMBG). vMBG enables you to
securely extend the corporate voice
and data network through your
firewall to virtually any location
via a broadband connection.
Establish secure workspaces with
comprehensive threat protection,
strict access control, and privacy,
and enable teleworkers to work and
collaborate productively from any
location.
Source: Mitel

14. 14 Virtualization and Unified Communications (UC) in the Midsize Organization Issue 1
Additional Resources
Mitel TV Videos -- www.mitel.tv
• Measurement Inc. – Case Study
Measurement Inc., a 600 person
company spread across a five
buildings campus and satellite
offices spanning several states, has
deployed Mitel Virtual Solutions
• Intrasphere Technologies – Case
Study
Intrasphere Technologies is a
consulting firm focused on the Life
Sciences industry, that has deployed
Mitel Virtual Solutions
• Chicago Bears – Case Study
The Chicago Bears NFL Football
team has been a Mitel customer
since 2011 – 140 employees work
out of two primary locations, all
connected by Mitel Solutions
• VMware Co-President on Mitel
Strategic Partnership
Industry leader insights from
Carl Eschenbach, Co-President
of VMware at the Mitel Business
Partner Conference
“Virtualization allowed us to minimize the cost and be up and running
within 15 minutes.”
Ben Weber, Network Operations Production Manager, Measurement Inc.
“We standardized on VMware for our virtualization platform, and it
was a big deal for us that Mitel and VMware are partners who can
deliver a solution we know is stable, has been tested, and actually
works.”
Amid Mantri, Director of Network Operations, Intrasphere Technologies
Case Studies
• Ideal Integrations
Systems Integrator stays ahead of
the competition with Mitel Virtual
Solutions
• Gallagher , Flynn & Company, LLP
Accountants strengthen client
relationships with Mitel Virtual
Solutions
• ALM Holding Company
Road works firm achieves true
disaster recovery with Mitel Virtual
Solutions
Source: Mitel

15. Issue 1 Virtualization and Unified Communications (UC) in the Midsize Organization 15
About Mitel
Virtualization and Unified Communications (UC) in the Midsize Organization is published by Mitel. Editorial supplied by Mitel is independent of Gartner analysis. All Gartner research is © 2012 by Gartner,
Inc. All rights reserved. All Gartner materials are used with Gartner’s permission. The use or publication of Gartner research does not indicate Gartner’s endorsement of Mitel’s products and/or strategies.
Reproduction or distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner
disclaims all warranties as to the accuracy, completeness or adequacy of such information. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for
interpretations thereof. The opinions expressed herein are subject to change without notice. Although Gartner research may include a discussion of related legal issues, Gartner does not provide legal advice or
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Gartner’s Board of Directors may include senior managers of these firms or funds. Gartner research is produced independently by its research organization without input or influence from these firms, funds or
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ombudsman/omb_guide2.jsp.
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