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Lifecycle Management is Key for Successful Unified Communications


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Lifecycle Management is Key for Successful Unified Communications

  1. 1. Copyright 2014 Riverbed Inc. Confidential.1 Kevin McGowan Principal Consultant June 30, 2014 Bring it full circle: Lifecycle Management is the key to successful Unified Communications
  2. 2. Copyright 2014 Riverbed Inc. Confidential.2 Copyright 2014 Riverbed Inc. Confidential.2 Agenda • State of Unified Communications • Lessons Learned • UC Lifecycle Management Defined • UC Lifecycle Management Program • Phase-by-Phase Lifecycle Overview • UC Lifecycle Management Benefits
  3. 3. Copyright 2014 Riverbed Inc. Confidential.3 State of Unified Communications • Rapid evolution from VoIP to UCC • Vendor-specific approaches • Little interoperability • On-premise vs. cloud • Distributed systems and applications • Location-independent users • Ad hoc business process integration
  4. 4. Copyright 2014 Riverbed Inc. Confidential.4 Copyright 2014 Riverbed Inc. Confidential.4 Lessons Learned Moves, adds, and changes run amok Frustrating end- user experiences Underutilized resources Lack of management and support visibility
  5. 5. Copyright 2014 Riverbed Inc. Confidential.5 Plan Design ImplementOperate Optimize UC Lifecycle Management Defined • Introduces proactive management approach • Driven by change • Standardizes processes • Focuses on business and technical impacts • Enables verification and operational readiness • Emphasizes the end-user experience • Supports richer performance and utilization measurements
  6. 6. Copyright 2014 Riverbed Inc. Confidential.6 3 Determineproper implementationmodel for UC changes: • Definerequired changemodel for each change level(e.g., pilot, single/multi-phase) • Determinethe appropriate implementationscheduleand cadence for each changelevel Change Implementation Model 2 DefineUC changelevelsbased on the followingcriteria: • End-user impact: What is the expected impact on workflows, trainingneeds, and barriers to adoption? • Change type: Is the changea new component/service or an update to an existing one? • Managementimpact:What tools, systems and processes willbe required to support the change? Change Definition UC Lifecycle Management Program 1 Identifytechnicaland business decisionmakers and contributors: • Technicalrepresentation from engineering, ops, and customerserviceto focus on implementationdesign, processes, supporting systems, and performance measurements • Business representation to focus on ROI, implementation costs,and management/support costs Change Management Committee
  7. 7. Copyright 2014 Riverbed Inc. Confidential.7 Plan Design ImplementOperate Optimize UC Lifecycle Management: Plan 1. Management committee focus: • Change impact and schedule • Technical impact of change • Resources/skillset requirements • End-user training needs • Operational system/process requirements • Pre-change performance and implementation baseline • Estimate business and revenue impact • Estimate high-level budget for change 2. Plan stage requirements: • Review expected impact scope • Propose revenue and business impact plan that includes costs for operations, end-user training, management and support system tools • Recommend change implementation model
  8. 8. Copyright 2014 Riverbed Inc. Confidential.8 UC Lifecycle Management: Design 1. Management committee focus: • Detailed change implementation design • Expected end-user impact • End-user and implementation team training requirements • Operational system/process requirements • Review pre-change performance and implementation baseline analysis • Change, implementation, and support costs 2. Design stage requirements: • Complete detailed implementation design • Complete end-user and implementation team training • Settle on post-change performance and implementation expectations • Develop comprehensive implementation plan • Develop comprehensive change verification and operational transition plan • Agree on change implementation schedule Plan Design ImplementOperate Optimize
  9. 9. Copyright 2014 Riverbed Inc. Confidential.9 UC Lifecycle Management: Implement 1. Management committee focus: • Implementation design feedback • Implementation process, rate, and schedule feedback • End-user impact and training feedback • Management/support systems, processes, and tools feedback • Change implementation costs 2. Implement stage requirements: • Verify implementation standards • Achieve implementation rate • Evaluate issues, use of new features, and training requirements to get a snapshot of end-user performance and adoption • Evaluate resources and supporting systems against implementation design for call performance, bandwidth utilization, gateway/SIP trunk utilization, etc. • Monitor actual versus budgeted implementation costs Plan Design ImplementOperate Optimize
  10. 10. Copyright 2014 Riverbed Inc. Confidential.10 UC Lifecycle Management: Operate 1. Management committee focus: • Post-change end-user performance, usage, and adoption feedback • Management/support systems, processes, and tools feedback 2. Operate stage requirements: • Integrate standard management and support systems and processes • Verify use of new features and training requirements align with end-user performance and adoption objectives • Enable end-user troubleshooting/remote endpoint control • Ensure resources/supporting systems support call performance, bandwidth utilization, gateway/SIP trunk utilization, etc. • Verify configuration changes adhere to implementation design standard Plan Design ImplementOperate Optimize
  11. 11. Copyright 2014 Riverbed Inc. Confidential.11 UC Lifecycle Management: Optimize 1. Management committee focus: • UC assessment input for future change implementation consideration 2. Optimize stage requirements: • Conduct a comprehensive analysis of system, resource, and end-user performance; endpoint, feature, and application usage; end-user service impacts; and device/resource utilization • Compare all measurements against expected design standards • Conduct an assessment of management/support processes, systems, and tools • Identify and remediate any issues • Make further recommendations to reduce costs and optimize management and utilization Plan Design ImplementOperate Optimize
  12. 12. Copyright 2014 Riverbed Inc. Confidential.12 Copyright 2014 Riverbed Inc. Confidential.12 UC Lifecycle Management Benefits Improved ROI • Standardized processes shorten implementation timeframes, accelerating time to value and cost reduction benefits. Enhanced Adoption • Increased visibility into end-user usage and performance supports changes to training or implementation models while ensuring the expected level of end-user adoption is achieved. Accelerated Change • Confidence to not only accelerate the implementation rate, but also the number of major changes within your network. Superior user experiences • Enables organizations to deliver positive end-user experiences while increasing user productivity. Consistent Management • Ensures all required management systems, processes, and training are available to support planned changes. Reduced Costs • Eliminates unexpected end-user or service impacting issues. • End-user visibility and control reduces mean time to repair and reliance on users to assist with troubleshooting processes.
  13. 13. Copyright 2014 Riverbed Inc. Confidential.13 Bring it full circle: Lifecycle Management is the key to successful Unified Communications Kevin McGowan (415) 577-0533
  14. 14. Copyright 2014 Riverbed Inc. Confidential.14 Thank You Copyright 2014 Riverbed Inc. Confidential.14