This document provides an overview of Unified Communications services and solutions. It discusses:
1) The executive summary which provides background on ABC Corporation and their need for a fully advocated UC solution from Cisco and Avaya.
2) An analysis of ABC's current situation and needs for improving efficiencies and time-to-market through an advanced UC model.
3) The core competencies and human capital needed to support an advanced communications service delivery model, including leadership, strategic planning, customer focus, and more.
The document discusses GDM Plus, Infosys' enhanced service delivery model. It focuses on deepening and widening services across several areas including business consulting, enterprise solutions, systems integration, independent validation, infrastructure management, business solutions, technology leadership, domain leadership, and execution excellence. The goal is to provide end-to-end solutions to clients through expertise in various domains and services.
This document provides an overview of 13 ITIL mind maps related to IT service management. The mind maps cover topics such as ITIL service strategy, service design, service transition, service operation, and continual service improvement. For each topic, the mind maps define relevant processes, functions, roles, and relationships to help explain the ITIL framework and best practices for delivering quality IT services.
mPower Global Inc. is a leading software services company specialized in enterprise portal solutions. They have over 60 employees with extensive experience and offer services such as portal development, consulting, training and support across multiple industries and geographic regions. mPower is an expert in the open source Liferay portal platform and has successfully delivered solutions for many large clients.
The document discusses agile business processes and process improvement. It begins with an agenda covering needs and challenges, process as a tool, and an agile approach to process improvement. It then discusses market trends driving the need for agile and adaptable processes. The presentation emphasizes that process improvement should be driven by business needs and objectives, with industry models and methodologies serving as tools to guide improvements rather than ends in themselves. A multimodel approach is recommended to address different aspects of the business. The document provides an overview of assessing the current "as is" process and defining the target "to be" process to guide implementation efforts.
Sovereign Business Integration Group provides a range of IT services and solutions to commercial, government, and professional clients. Their approach focuses on partnership, risk management, and customer satisfaction. They deliver flexible and timely solutions to meet business needs. Sovereign's core services include consultancy, technical services, management consultancy, systems design, and infrastructure development. They aim to be a single partner that can address all of a client's IT needs from strategy to support.
Taking a Performance-Based Services Approach to Improve the Effectiveness of ...Alan McSweeney
Performance-Based Services Contracting (PBSC) is concerned with the structured of the results and measurable outcomes to be achieved rather than the manner by which the work is to be performed.
Performance-Based Services Contracting approach is about defining what the required results of a service will rather than how the contractor will perform the tasks.
Smart Grid Operational Services Selecting The Right Mobile Solution Fact SheetGord Reynolds
This document outlines a six stage process for selecting and deploying a successful mobile solution. The stages are:
1. Create a business requirement plan by defining objectives, requirements, users, and geography. Consult business unit experts.
2. Assess input against objectives and write the business requirement plan, defining non-technical requirements.
3. Define solution requirements by translating business requirements into technical details. Research available technologies.
By following these stages, an organization can develop a clear understanding of needs, requirements, and available technologies to select the optimal mobile solution that meets objectives and improves business processes. Consultation with stakeholders and experts at each stage helps ensure the chosen solution is well-defined and will provide benefits.
The document discusses GDM Plus, Infosys' enhanced service delivery model. It focuses on deepening and widening services across several areas including business consulting, enterprise solutions, systems integration, independent validation, infrastructure management, business solutions, technology leadership, domain leadership, and execution excellence. The goal is to provide end-to-end solutions to clients through expertise in various domains and services.
This document provides an overview of 13 ITIL mind maps related to IT service management. The mind maps cover topics such as ITIL service strategy, service design, service transition, service operation, and continual service improvement. For each topic, the mind maps define relevant processes, functions, roles, and relationships to help explain the ITIL framework and best practices for delivering quality IT services.
mPower Global Inc. is a leading software services company specialized in enterprise portal solutions. They have over 60 employees with extensive experience and offer services such as portal development, consulting, training and support across multiple industries and geographic regions. mPower is an expert in the open source Liferay portal platform and has successfully delivered solutions for many large clients.
The document discusses agile business processes and process improvement. It begins with an agenda covering needs and challenges, process as a tool, and an agile approach to process improvement. It then discusses market trends driving the need for agile and adaptable processes. The presentation emphasizes that process improvement should be driven by business needs and objectives, with industry models and methodologies serving as tools to guide improvements rather than ends in themselves. A multimodel approach is recommended to address different aspects of the business. The document provides an overview of assessing the current "as is" process and defining the target "to be" process to guide implementation efforts.
Sovereign Business Integration Group provides a range of IT services and solutions to commercial, government, and professional clients. Their approach focuses on partnership, risk management, and customer satisfaction. They deliver flexible and timely solutions to meet business needs. Sovereign's core services include consultancy, technical services, management consultancy, systems design, and infrastructure development. They aim to be a single partner that can address all of a client's IT needs from strategy to support.
Taking a Performance-Based Services Approach to Improve the Effectiveness of ...Alan McSweeney
Performance-Based Services Contracting (PBSC) is concerned with the structured of the results and measurable outcomes to be achieved rather than the manner by which the work is to be performed.
Performance-Based Services Contracting approach is about defining what the required results of a service will rather than how the contractor will perform the tasks.
Smart Grid Operational Services Selecting The Right Mobile Solution Fact SheetGord Reynolds
This document outlines a six stage process for selecting and deploying a successful mobile solution. The stages are:
1. Create a business requirement plan by defining objectives, requirements, users, and geography. Consult business unit experts.
2. Assess input against objectives and write the business requirement plan, defining non-technical requirements.
3. Define solution requirements by translating business requirements into technical details. Research available technologies.
By following these stages, an organization can develop a clear understanding of needs, requirements, and available technologies to select the optimal mobile solution that meets objectives and improves business processes. Consultation with stakeholders and experts at each stage helps ensure the chosen solution is well-defined and will provide benefits.
Join us for an overview of ITIL 2011 updates. This session describes the scope and benefits of the updates, key changes to each core book and a high-level overview of the new processes.
An introduction to service management (itil)nuwulang
The document provides an overview of service management concepts from the ITIL framework. It discusses the goals and considerations of service strategy, design, transition, and continual service improvement. Key points include designing services to meet business needs, ensuring quality and reducing costs, and continually improving services through measurement and optimization. Generic roles like service manager, owner, and process owner are also outlined.
Application Management and Support - Shared Services Featuring the Pay Per Ti...Jade Global
Today, a variety of IT applications support business processes, giving it a competitive edge. Hence, applications that drive these businesses need to evolve just as rapidly while ensuring uninterrupted service to the customer.
Systems and applications do stabilize over time, but they still need maintenance. However, maintaining support resources and infrastructure can be costly and time consuming. Several models have emerged in the recent past that try and address this challenge, however a majority of them have had little success, frustrating service providers and customers alike and leaving neither of them satisfied.
In this webinar, our Consulting Director, Manoj Machiwal, will talk about how to address these challenges using the Pay per Ticket Model, a phase of new revolution in the AMS industry.
Get the maximum from your application support and maintenance investments and take a look at the future road map of AMS.
Know more, please visit: http://www.jadeglobal.com/
YASH Technologies is a mid-sized global technology services and outsourcing company that partners with enterprises to maximize the value of IT and enable business success. With over 1900 professionals globally, YASH offers flexible engagement models and delivery locations. YASH focuses on building lasting client partnerships through a customer-centric approach, optimizing relationships, and acting as a vision partner to help clients align technology with business strategy and growth goals. YASH provides a full range of IT services including application development, integration, management, and business solutions across multiple industries.
Application management is the provision of services to support application systems throughout their entire lifecycle. It involves user support, maintenance of supported software, and enhancements. As applications and businesses grow more complex over time, application management is needed to maintain connectivity between applications, perform necessary maintenance, and implement changes and enhancements to ensure software continues to support evolving business needs.
ITIL provides a framework for IT service management best practices to help organizations plan, deliver, and support IT services, covering key processes such as service desk, incident management, problem management, and change management. The document discusses concepts and components of ITIL including process models, roles, relationships between processes, and critical success factors. ITIL aims to align IT services with business needs and improve quality, efficiency and value.
The document discusses challenges with project and portfolio management. It notes that 62% of projects fail to meet goals, with nearly half overrunning budgets and more than 40% failing to provide expected returns. Reasons for failure include misaligned investments, unclear project scopes, and manual processes. It advocates removing barriers between business units and automating processes to increase speed while maintaining quality. A consolidated view of projects and standardized processes across teams could help address common challenges like changing priorities and inefficient resource allocation faced by project management offices.
The document discusses Flexera Software's Operational Model Design consulting service. It helps organizations understand the complexity of entitlement management system design by cataloging business processes from prospect to support. Through workshops, Flexera analyzes the organization's operations and designs a blueprint architecture and operational model document detailing use cases. This provides requirements for developing a robust entitlement management solution and addresses issues causing high costs or limiting new products.
ITIL V3 And Service Transition - ITSM Academy Webinar ITSM Academy, Inc.
ITIL V3 and Service Transition focuses on the purpose, scope, and processes involved in service transition according to ITIL. The key processes covered include change management, service asset and configuration management, knowledge management, transition planning and support, release and deployment management, service validation and testing, and evaluation. Organizational change management is also an important consideration during service transition. The overall goal of service transition is to ensure new or changed services meet requirements and can be successfully implemented.
Siemens IT Solutions and Services provides application management services to enable continual performance improvement and profitable growth for clients. Their services support, maintain, change, and enhance clients' core business applications. This helps clients realize more value from their IT investments by making business more efficient and profitable. Siemens has expertise across industries and can help clients manage complex, evolving application landscapes. They offer tailored application management through their global delivery model, which combines customer intimacy with industrialized service centers.
This document provides a four-step process for creating a business plan and roadmap for transforming a contact center to an IP/SIP environment. The four steps are: 1) Assess the current state of people, processes and technology; 2) Determine the ideal future state based on business strategies; 3) Analyze gaps between the current and ideal states; 4) Build a transformation roadmap that provides a phased plan and measurable goals to move from the current to ideal state. Developing an ROI-based business case is also important to obtain approval and funding for the transformation project.
P 001 Titan Corporate Overview For Customers Aug09 V4jborne2222
TITAN is a global provider of hosted and managed industry solutions with over 2000 successful enterprise system deployments. It offers strategy, consulting, outsourcing, and training services to help clients maximize their investments in ERP, EPM, and other business applications. TITAN's services are delivered through 17 data centers globally using a flexible utility model and S2V methodology to provide speed, value, and predictable costs for clients.
Our client, a statement production service provider, was struggling with an outdated document composition platform that prevented them from meeting customer needs and reducing costs. ITCR proposed a state-of-the-art solution after understanding the organizational challenges and customer requirements. Their recommendations focused on meeting customer demands while ensuring feasibility and cost savings. ITCR is currently integrating the new technology, positioning the client to realize $2.5 million in savings in the first year.
The document provides summaries of various service offerings from Satyam Computer Services Ltd., an Indian IT consulting and services provider. It describes 12 different practice areas, including Application Development and Maintenance Services, Business Intelligence and Performance Management, Consulting and Enterprise Solutions, Oracle Enterprise Applications, and Infrastructure Management Services. For each practice area, it lists key services offered and differentiators compared to competitors.
Presented during the High Performance Marketing Conference 2012, organized by Accenture on February 9th 2012.
This presentation was given by Roy Scheerder of KLM, and looks at how KLM implemented it's multi-channel customer care program.
The document provides an overview of IT professional services offered by AT&T Consulting Solutions. It describes AT&T Consulting Solutions' mission to deliver world-class infrastructure consulting services and their focus on strategic clients with large, complex IT needs. It outlines eight strategic service areas including advanced infrastructure, cloud and data center, security, IT service management, contact center, unified communications, IT transformation, and project management. For each service area, it lists relevant offerings and provides brief descriptions.
Establishing a Business Process Management Center of Excellence - Impact 2012Prolifics
This document discusses establishing a Business Process Management (BPM) Center of Excellence. It outlines why organizations need to coordinate BPM initiatives across departments to ensure business strategies are executed properly. A BPM Center of Excellence acts as a central hub for all BPM activities, providing methods, standards and linking strategy to execution. The document includes a case study of how Horizon Healthcare Services established a BPM Center of Excellence to help achieve operational excellence goals.
IBM Internet of Things Keynote @ m2m World Congress - April 2015Neil Postlethwaite
This document discusses IBM's investments and capabilities in the Internet of Things (IoT) domain. It outlines IBM's current IoT solutions across industries like manufacturing, transportation, and healthcare. It also describes emerging solutions like connected vehicles and products. Furthermore, the document emphasizes that IBM is building an ecosystem of partners to develop end-to-end IoT solutions and addresses key challenges like connectivity, security, and analytics. It positions IBM as focused on delivering real business value from IoT insights today through its capabilities in data collection, analysis, and secure connectivity.
Chemistry revision presentation on section b dan c past year paper = ogos 2011MRSMPC
The document describes two experiments on the reaction of zinc with acids P and Q. Both reactions produced zinc salts and hydrogen gas while increasing in temperature. Experiment I used hydrochloric acid and produced zinc chloride and hydrogen gas. The energy profile diagram shows the heat of reaction (ΔH), activation energies without and with a catalyst (E and E'), and explains the energy changes in the reaction.
What's New in ArchiMate® 3.0
1. Better Ways to Connect Strategic Planning with Tactics and Existing Capabilities
2. New Elements in the Application, Technology and Implementation Layers
3. New ways to represent physical assets such as machinery and factories, equipment and distribution networks.
4. Better Connection Between Core Entities and Strategy and with Implementation and Migration
5. New relationships: Serving and realization
6. Improvements in cross-layered relationships
7. Improved Mapping between ArchiMate and the TOGAF ADM
Service Catalog, Service Portfolio, Service Taxonomy - Big 3 of Customer Cent...Evergreen Systems
IT Service Catalog, Service Portfolio and Service Taxonomy: Learn the important role of each, and how they work together to help you deliver great services your customers will love! Access webinar recording at: http://content.evergreensys.com/it-service-catalog-webinar-customer-centric-it-evergreen
Join us for an overview of ITIL 2011 updates. This session describes the scope and benefits of the updates, key changes to each core book and a high-level overview of the new processes.
An introduction to service management (itil)nuwulang
The document provides an overview of service management concepts from the ITIL framework. It discusses the goals and considerations of service strategy, design, transition, and continual service improvement. Key points include designing services to meet business needs, ensuring quality and reducing costs, and continually improving services through measurement and optimization. Generic roles like service manager, owner, and process owner are also outlined.
Application Management and Support - Shared Services Featuring the Pay Per Ti...Jade Global
Today, a variety of IT applications support business processes, giving it a competitive edge. Hence, applications that drive these businesses need to evolve just as rapidly while ensuring uninterrupted service to the customer.
Systems and applications do stabilize over time, but they still need maintenance. However, maintaining support resources and infrastructure can be costly and time consuming. Several models have emerged in the recent past that try and address this challenge, however a majority of them have had little success, frustrating service providers and customers alike and leaving neither of them satisfied.
In this webinar, our Consulting Director, Manoj Machiwal, will talk about how to address these challenges using the Pay per Ticket Model, a phase of new revolution in the AMS industry.
Get the maximum from your application support and maintenance investments and take a look at the future road map of AMS.
Know more, please visit: http://www.jadeglobal.com/
YASH Technologies is a mid-sized global technology services and outsourcing company that partners with enterprises to maximize the value of IT and enable business success. With over 1900 professionals globally, YASH offers flexible engagement models and delivery locations. YASH focuses on building lasting client partnerships through a customer-centric approach, optimizing relationships, and acting as a vision partner to help clients align technology with business strategy and growth goals. YASH provides a full range of IT services including application development, integration, management, and business solutions across multiple industries.
Application management is the provision of services to support application systems throughout their entire lifecycle. It involves user support, maintenance of supported software, and enhancements. As applications and businesses grow more complex over time, application management is needed to maintain connectivity between applications, perform necessary maintenance, and implement changes and enhancements to ensure software continues to support evolving business needs.
ITIL provides a framework for IT service management best practices to help organizations plan, deliver, and support IT services, covering key processes such as service desk, incident management, problem management, and change management. The document discusses concepts and components of ITIL including process models, roles, relationships between processes, and critical success factors. ITIL aims to align IT services with business needs and improve quality, efficiency and value.
The document discusses challenges with project and portfolio management. It notes that 62% of projects fail to meet goals, with nearly half overrunning budgets and more than 40% failing to provide expected returns. Reasons for failure include misaligned investments, unclear project scopes, and manual processes. It advocates removing barriers between business units and automating processes to increase speed while maintaining quality. A consolidated view of projects and standardized processes across teams could help address common challenges like changing priorities and inefficient resource allocation faced by project management offices.
The document discusses Flexera Software's Operational Model Design consulting service. It helps organizations understand the complexity of entitlement management system design by cataloging business processes from prospect to support. Through workshops, Flexera analyzes the organization's operations and designs a blueprint architecture and operational model document detailing use cases. This provides requirements for developing a robust entitlement management solution and addresses issues causing high costs or limiting new products.
ITIL V3 And Service Transition - ITSM Academy Webinar ITSM Academy, Inc.
ITIL V3 and Service Transition focuses on the purpose, scope, and processes involved in service transition according to ITIL. The key processes covered include change management, service asset and configuration management, knowledge management, transition planning and support, release and deployment management, service validation and testing, and evaluation. Organizational change management is also an important consideration during service transition. The overall goal of service transition is to ensure new or changed services meet requirements and can be successfully implemented.
Siemens IT Solutions and Services provides application management services to enable continual performance improvement and profitable growth for clients. Their services support, maintain, change, and enhance clients' core business applications. This helps clients realize more value from their IT investments by making business more efficient and profitable. Siemens has expertise across industries and can help clients manage complex, evolving application landscapes. They offer tailored application management through their global delivery model, which combines customer intimacy with industrialized service centers.
This document provides a four-step process for creating a business plan and roadmap for transforming a contact center to an IP/SIP environment. The four steps are: 1) Assess the current state of people, processes and technology; 2) Determine the ideal future state based on business strategies; 3) Analyze gaps between the current and ideal states; 4) Build a transformation roadmap that provides a phased plan and measurable goals to move from the current to ideal state. Developing an ROI-based business case is also important to obtain approval and funding for the transformation project.
P 001 Titan Corporate Overview For Customers Aug09 V4jborne2222
TITAN is a global provider of hosted and managed industry solutions with over 2000 successful enterprise system deployments. It offers strategy, consulting, outsourcing, and training services to help clients maximize their investments in ERP, EPM, and other business applications. TITAN's services are delivered through 17 data centers globally using a flexible utility model and S2V methodology to provide speed, value, and predictable costs for clients.
Our client, a statement production service provider, was struggling with an outdated document composition platform that prevented them from meeting customer needs and reducing costs. ITCR proposed a state-of-the-art solution after understanding the organizational challenges and customer requirements. Their recommendations focused on meeting customer demands while ensuring feasibility and cost savings. ITCR is currently integrating the new technology, positioning the client to realize $2.5 million in savings in the first year.
The document provides summaries of various service offerings from Satyam Computer Services Ltd., an Indian IT consulting and services provider. It describes 12 different practice areas, including Application Development and Maintenance Services, Business Intelligence and Performance Management, Consulting and Enterprise Solutions, Oracle Enterprise Applications, and Infrastructure Management Services. For each practice area, it lists key services offered and differentiators compared to competitors.
Presented during the High Performance Marketing Conference 2012, organized by Accenture on February 9th 2012.
This presentation was given by Roy Scheerder of KLM, and looks at how KLM implemented it's multi-channel customer care program.
The document provides an overview of IT professional services offered by AT&T Consulting Solutions. It describes AT&T Consulting Solutions' mission to deliver world-class infrastructure consulting services and their focus on strategic clients with large, complex IT needs. It outlines eight strategic service areas including advanced infrastructure, cloud and data center, security, IT service management, contact center, unified communications, IT transformation, and project management. For each service area, it lists relevant offerings and provides brief descriptions.
Establishing a Business Process Management Center of Excellence - Impact 2012Prolifics
This document discusses establishing a Business Process Management (BPM) Center of Excellence. It outlines why organizations need to coordinate BPM initiatives across departments to ensure business strategies are executed properly. A BPM Center of Excellence acts as a central hub for all BPM activities, providing methods, standards and linking strategy to execution. The document includes a case study of how Horizon Healthcare Services established a BPM Center of Excellence to help achieve operational excellence goals.
IBM Internet of Things Keynote @ m2m World Congress - April 2015Neil Postlethwaite
This document discusses IBM's investments and capabilities in the Internet of Things (IoT) domain. It outlines IBM's current IoT solutions across industries like manufacturing, transportation, and healthcare. It also describes emerging solutions like connected vehicles and products. Furthermore, the document emphasizes that IBM is building an ecosystem of partners to develop end-to-end IoT solutions and addresses key challenges like connectivity, security, and analytics. It positions IBM as focused on delivering real business value from IoT insights today through its capabilities in data collection, analysis, and secure connectivity.
Chemistry revision presentation on section b dan c past year paper = ogos 2011MRSMPC
The document describes two experiments on the reaction of zinc with acids P and Q. Both reactions produced zinc salts and hydrogen gas while increasing in temperature. Experiment I used hydrochloric acid and produced zinc chloride and hydrogen gas. The energy profile diagram shows the heat of reaction (ΔH), activation energies without and with a catalyst (E and E'), and explains the energy changes in the reaction.
What's New in ArchiMate® 3.0
1. Better Ways to Connect Strategic Planning with Tactics and Existing Capabilities
2. New Elements in the Application, Technology and Implementation Layers
3. New ways to represent physical assets such as machinery and factories, equipment and distribution networks.
4. Better Connection Between Core Entities and Strategy and with Implementation and Migration
5. New relationships: Serving and realization
6. Improvements in cross-layered relationships
7. Improved Mapping between ArchiMate and the TOGAF ADM
Service Catalog, Service Portfolio, Service Taxonomy - Big 3 of Customer Cent...Evergreen Systems
IT Service Catalog, Service Portfolio and Service Taxonomy: Learn the important role of each, and how they work together to help you deliver great services your customers will love! Access webinar recording at: http://content.evergreensys.com/it-service-catalog-webinar-customer-centric-it-evergreen
The document outlines the key components of an IT service management framework, including a service portfolio, service catalogue, service pipeline, continual improvement processes, and third party catalogues. It shows how services move from design through transition and operation phases, and can eventually be retired. Customers and market spaces are involved throughout, and resources are both engaged and released over the lifecycle of services.
Article (in Dutch) in the AG Connect about automating your IT organization across the entire IT value chain. Most IT organization typically lack a sophisticated plan and approach of how to automated IT activities across the service life cycle from plan, code, build, test, deploy, monitor, etc. Use the IT4IT Reference Architecture from The Open Group to guide this transformation journey.
TABLE OF CONTENTS
1. What is IT4IT framework
2. The benefits of implementation of the IT4IT framework
3. IT4IT framework components
4. IT4IT Value Streams
5. IT4IT Reference Architecture
6. About Architecture Center Ltd
7. References
IT4IT™ Reference Architecture, Version 2.0 is The Open Group standard that describes a reference architecture and value chain-based operating model for managing the business of IT.
IT4IT™ standard uses the value chain approach to create a model of functions that IT performs.
This framework identifies the key activities that IT must do to contribute to business competitiveness.
In IT4IT™ Reference Architecture, Version 2.0 the IT professionals will find the value chain framework and reference architecture that defines integrated management framework focused on lifecycle of services.
This document discusses applying agile principles and practices to TOGAF architecture projects. It outlines the goals of mapping agile approaches to the TOGAF Architecture Development Method (ADM). Key aspects covered include mapping agile values, principles, practices and roles to the TOGAF ADM phases. Specific techniques like story cards, planning boards and retrospectives are described. The workshop aims to provide guidance on an agile enterprise architecture approach and get feedback to inform future standards.
High-performing organizations achieve results by utilizing portfolio management to select the right projects at the right time with the right resources based on a data-driven selection methodology. Portfolio management adds value to an organization’s bottom line by optimizing the organization’s capacity and capabilities to meet the demands of an ever changing market and technology trends. It does this by providing insight and global visibility of the organizations approved set of strategic criteria against a backdrop of organizational constraints. This presentation provides a few of the value creation processes that implementing a best in class portfolio management solution can provide to your organization.
To learn more: http://developingaculturethatworks.com/
Request to Fulfill Presentation (IT4IT)Rob Akershoek
The Request to Fulfill (R2F) value stream presentation. R2F is one of the four value streams of the IT4IT Reference Architecture of The Open Group.
How to manage your IT organization as a professional IT shop? Provide a self service portal for end-users and IT staff to order IT services and IT resources. Automate the entire process from request to actual deployment and provisioning.
1) Infosys has enhanced its Global Delivery Model (GDM) called GDM Plus which integrates various capabilities like expanding services, vertical solutions, execution excellence, and operational efficiency.
2) Key services that have been deepened and widened include business consulting, enterprise solutions, systems integration, independent validation, infrastructure management, and business solutions.
3) Execution excellence is achieved through technology leadership, domain leadership, quality processes, operational efficiency, people development, and enhanced client satisfaction measures.
Collaborative Consulting provides software performance engineering services to help clients ensure system scalability, stability, and quality. Their services include advisory services to assess performance engineering maturity, application readiness assessments to evaluate performance risks, production performance rescues to quickly restore functionality during issues, and application performance management to proactively monitor systems. Collaborative uses a proprietary performance engineering methodology applied throughout the software development lifecycle. They have experience across industries including healthcare, financial services, and retail.
The document summarizes Presidio's approach to transforming technology into innovative business solutions through professional and managed services. It provides an overview of Presidio's value drivers, networked solutions, managed networks, and technology capital offerings. Key points include Presidio's expertise in unified communications, data center transformation, security, and lifecycle management to design customized solutions that deliver long-term benefits.
RTC Migration for EM Services Offerings from Rational Lab Services IBM Rational software
The document discusses IBM Rational Lab Services offerings for migrating applications from existing software configuration management (SCM) tools to IBM Rational Team Concert (RTC). The services include assessment and planning, a quick win pilot, and consulting services to adopt and rollout RTC across the organization. The assessment determines requirements and plans the solution architecture. The pilot implements and proves the usage model. Consulting services collaborate on enterprise-wide deployment and scaling of RTC. Case studies show benefits clients achieved like improved collaboration and accelerated development.
Synverse is the next generation global IT services provider driven by innovation and accelerators which are underpinned by industry best practices & methodologies and the key focus is on enterprise integration, customer management, web engineering and collaboration solutions. Synverse differentiates with other market players by virtue of its singular business, solution and technology accelerator frameworks
Ayyob Dahdal is a sales professional with 14 years of experience in information technology and telecommunications sales. He currently works as a Solutions Sales Manager for Arabian Internet and Telecommunications Services Co Ltd in Riyadh, Saudi Arabia. Some of his key accomplishments include acquiring large accounts and growing sales with customers such as Saudi Post, King Abdullah City for Atomic and Renewable Energy, and Saudi Customs. He is seeking a management position where he can utilize his skills in business development, marketing, sales, and customer relationship management.
This document provides an overview of Radius Solutions' services. It discusses their established track record in delivering technical resource solutions and expanding into more comprehensive service solutions. The services offered include a technical bench, project resources, IMAC services, and recruitment services. It outlines their approach to quality, branding, governance, and transitioning services. The conclusions reiterate their flexible portfolio and commitment to developing their service capabilities.
Driving Innovation, Sustainability and Performance @ ARC's 2011 Industry Forum ARC Advisory Group
Driving Innovation, Sustainability and Performance @ ARC's 2011 Industry Forum by Andy Chatha.
Today’s Business Drivers
Uncertainty
Security
Scarce Resources
Need to Go Green
Global Competition
Changing Workforce
Increasing Regulations
Emerging Smart Grid
Easy IT Solutions
Today’s business drivers demand agility
Retail Domestic Business Services (BPO) in India - Future group experienceRajiv Prakash
This is a presentation made at the Domestic Business Services session at the NASSCOM BPO Summit held in Bangalore in June 2009. The presentation describes the experience of India's leading retail group, Future Group in creating a new venture - Future Knowledge Services to provide retail business and technology services to the group. The presentation also presents perspectives on Domestic BPO in India and business services/BPO in the retail sector. It also showcases diverse new technology enabled business capabilities developed for the retail business - a critical requirement for new retail businesses in India.
6.18.2013 - 2013 - Prj & Port Mgmt SftDev - Portfolio Management - For the ...IBM Rational
Webcast Series: Project and Portfolio Management Software Development
Title: 2013 - Prj & Port Mgmt SftDev - Portfolio Management - For the Manager - Making Good Decisions
Date: 6-18-2013
Presenter: Chris Wolters
The document discusses IBM's Governance of Application Development Outsourcing (GADO) services offerings. The GADO services help clients address challenges with outsourcing application development through three main services: 1) Assess and Plan - determine requirements, architecture, and success criteria; 2) Adopt - pilot, mentor, measure, and adjust; 3) Rollout and Scale - incrementally scale the solution across the organization. The document provides details on each of the three services and case studies of clients who successfully implemented GADO services.
Datacraft Asia Strategy For Services 2010Joshua Hong
The document provides an overview of the IT market in Asia from 2009-2010 and analyzes Datacraft Asia's growth strategy. It discusses key trends like virtualization and managed services. It analyzes Datacraft's strengths, weaknesses, opportunities and threats. Recommendations include focusing on virtualization, managed services and multisourcing to address challenges like transitioning to a strategic IT partner and adopting new technologies. The strategy involves increasing revenues from existing clients through upselling services and developing offerings in growth areas.
Rational Token Deployment Services Offerings from IBM Rational Lab Services
IBM Rational Lab Services provides consulting services to assist customers in transitioning from perpetual licenses to token-based licenses for Rational solutions. Their services include assessing a customer's environment and needs, creating a token migration plan, installing and configuring license servers, and providing training and support. They take a three-phase approach of Assess and Plan, Adopt with a quick-win pilot, and Rollout and Scale the solution across the organization. The Accelerated Value Program also provides ongoing management and support services. Case studies demonstrate how these services helped customers reduce licensing costs and improve productivity.
CNSG is a telecommunications and technology services firm founded in 2007 that provides comprehensive global technology solutions to over 10,000 customers supporting over $1.4 billion in annual customer billing. CNSG offers managed firewall, cyber security, global network access, IP/SIP/MPLS, data center and virtualization solutions, unified communications, and mobile device management. CNSG aims to provide optimized, unbiased solutions aligned with customer needs through its extensive experience and partnerships with hundreds of network, cloud, and communications providers.
Option One Mortgage Corporation implemented seleqtech solutions to improve decision making and reporting. The solutions delivered timely key performance indicators to business users through online tools. This information helped executives and management run the business and make profitable decisions. The solutions increased productivity, proficiency, and resource efficiency while improving operational costs, delinquency rates, strategic planning, service quality, and profit levels. seleqtech provided data integration and reporting capabilities to help clients make better business decisions.
Understand the importance of having the Integration Strategy, Roadmap and Architecture that will drive and meet the Enterprise Digital Transformation goals and objectives.
The STATT (Strategic Technical Application Techniques and Tactics) methodology from Kellton Tech helps your organization to successfully lay down a Digital Reference Architecture that addresses
Digital Transformation Strategy and Roadmap
High-Speed IT of Digital Systems through DevOps
Multi-Speed IT Integration and Connectivity Architecture through CI/CD
Bi-Modal IT Considerations for Digital Innovation
Digital Reference Architecture Process, Methodology and Outcomes
Digital IT Trends - API based Connectivity, Structured and Unstructured Big Data Analytics, Micro-services and more
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Unified Communications Service Portfolio Executive Overview V7
1. Unified Communications Service Portfolio
Frank Tartaglia
Global Service Portfolio
Radian Technologies
Solutions That Work
2. Client Unified Communications - Innovation
for Next Generation Technologies
Unified Communications – Integrating
Services & Solutions
Colloboration Teams & Integrated Service
Unified Communications -Vertical Solutions
UC – Integrated Application Solutions
Radian Technologies
Solutions That Work Client Confidential 2
3. Executive Summary
Executive Summary
Client – ABC Corporation
Background – Global manufacture of integrated products and services geared towards
multiple industries. The Unified Communications Portfolio provides a suite of
telecommunications and contact center telecommunications solutions
The Client in concert with its global Telecommunications Service Partners shall design and
deliver a fully advocated solution by leveraging Cisco Systems & Avaya based
Telecommunications & Contact Center solutions & services
This comprehensive solution will assist the senior leadership teams to comprehend the
Value Proposition and experience Next Generation – Unified Communications Services
Radian Technologies
Solutions That Work Client Confidential 3
4. Unified Communications Services Portfolio
Client Profile
Successful IT organizations are not necessarily high tech firms, they are however,
‘plugged in’ to provide the necessary information to leverage this information to
empower all of its employees.
Unified Communications Perspective
Transform Unified Communications from a Liability to a Strategic Asset
Fix what’s broken - Develop a comprehensive Vision and gain senior LT buy in
Building the Digital Platform – Standardize, Improved Quality, Operational Excellence,
Client eased reliability & Reduced OPEX
Now the heavy lifting begins – this will take time and money to accomplish – here is
where the buy in comes into play
Radian Technologies
Solutions That Work Client Confidential 4
5. Unified Communications Service Portfolio
Situational Analysis
The Client is currently faced with the need to increasingly improve efficiencies, from an
Operational Cost (OpEx) containment and Time-To-Market perspective. Adopting and
implementing an Advanced Unified Communications Model:
Corporate Governance:
IT Principles – IT requires that LT management specify the firms operating model
Enterprise Architecture – Governance, Business Processes & Technology Standards
IT Infrastructure – a set of shared IT services available through out the organization
Business Needs and Project Deliverables – Comprehensive business case that drives Realistic Expectations
IT Investment & Prioritization – Governance & Discipline
Corporate Focus:
Lean Enterprise
Business & Technology Development
Improved Subscriber/ Partner / B2B-B2C Relationships
Growth Initiatives & Opportunities
To remain competitive:
Client must evolve its Unified Communications Service Delivery Model to Gain Efficiencies
Remain Agile to meet Market demands
Improve Client / Partner / C2B Responsiveness
Radian Technologies
Solutions That Work Client Confidential 5
6. Unified Communications Service Portfolio
Core Competencies & Human Capital
Delivering sophisticated technologies and perpetual motion are the order of the day. Maintaining
competitive service delivery efficiencies, operational cost containment and time-to-market perspective remains a
challenge. Cultivating required skills supporting and Advance Communications Service Delivery Model must
encompass:
Leadership — Examines how senior executives guide the organization
Strategic Planning — Examines how the organization sets strategic directions and how it determines key action
plans
Customer &
Market Focus — Examines how the organization determines requirements and expectations of customers
and markets
Information
& Analysis — Examines the management, effective use, and analysis of data and information to
support key initiatives
HR Focus —Examines how the organization enables its workforce and how workforce management
is aligned with the organization’s objectives.
Process
Management —Examines aspects of how key production/delivery and support processes are designed,
managed, and improved
Business Results — Examines the organization’s performance and improvement in its key business areas:
Customer Satisfaction
Financial and Marketplace Performance
Supplier & Partner Performance
Operational Performance
Radian Technologies
Solutions That Work Client Confidential 6
7. Unified Communications Service Portfolio
Business Pressures
• The Client has expressed a concern with its accelerated growth in
relation to its ability to address the rapid pace of change
– The business pressures are effectively managing the expanding growth
which encumbers Stakeholders, Subscribers, Partners, and operational
concerns that require immediate action
– Retain the philosophy and importance of delivering the Right Service to
the Right Audience at the Right Time
– Continuous improvement of its Unified Communications Service Delivery
Model
– Aligning Engineering expertise with Stakeholders /Partners/ Subscribers
permitting its skilled Professionals to identify appropriate solutions
– Leverage Next Generation Technologies as the underpinning of Unified
Communications in order to deliver Operational Excellence, Processes &
Methodologies
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Solutions That Work Client Confidential 7
8. Unified Communications Service Portfolio
Objectives and Initiatives
• Deliver the most Cost-effective and • The proposed Unified Communications
Operationally Efficient Networks Portfolio Model accelerates business value
by providing flexibility, scalability, and
enhanced functionality consistently across
the Enterprise
• Provide flexibility to meet an expanding • Integrated Web Portal & Applications that
business model permits global communities to adopt a Self
Service Approach
• Create an on-demand service & business • Market penetration and Time
architecture enabling advanced to Market improvements through advanced
networking technologies to seamlessly technological constructs
integrate
• Positioned for Future Business • Reduce overall operation expenditures
Opportunities through advanced technologies – 15% -25%
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Solutions That Work Client Confidential 8
10. Unified Communications - Enterprise Central will deliver…
Global Simplicity
Self-Service Model
Global Reporting and Collaboration
Visibility, Analysis and Best Practice Insight
Control and Predictability
Operational Excellence – Life Cycle Management
Radian Technologies
Solutions That Work Client Confidential 10
11. Client Focus: An Integrated Approach
Client Constructs – Integrating Unified Communications
• End to End Solutions - Achieving
Value & Innovation
• A set of Unified Communications
service constructs built from the
most effective Applications and
Engineering capabilities
• Enabled by a suite of proven, the
Client tools, techniques,
methodologies and capabilities
• Supported by a Global Support
Organization & Service Partners
Tools, Techniques, Methods, & Capabilities
Constructs - Integrates Consulting and Global Delivery
Providing Business Transformation
Radian Technologies
Solutions That Work Client Confidential 11
12. Unified Communications
Business Enablement Strategy
Business Enablement & Strategy Imperatives
Business Imperatives
Differentiated by providing Client’s with holistic approach to Unified
Leading Strategies Communications and a Service Delivery model in terms that lead the market
and Solutions through technological adoption and business process improvements
Strengthen & Defend the Core
Achieve new business growth through technological and business constructs
Growth while defending the Service Delivery model through improvements in service
delivery
Achieve an industry standard cost position, efficiency and quality through
Sustained Cost world class, leveraged, and consistent business & technological practices,
Competitiveness standards and service levels
Achieve highest levels of technological ‘referenceability’ by setting new
Partner of Choice standards for those Client & Partners within specific vertical market
segments
High Performing Be recognized as a High Performance – People organization in order to
People & recruit, develop, and retain the most talented Industry Professionals
Organization
Radian Technologies
Solutions That Work Client Confidential 12
13. Unified Communications – Product Tiers
Tier Description
Cisco® 7942 Telephone
Entry Tier Easy, single-user, The Cisco Unified IP Phone 7942 is a full-featured
Personal 7942 enhanced business IP phone that addresses the communication needs of
the transaction worker. face-to-face video
Simplified deployment and management – just like any other Cisco IP
phone
Cisco® 7962 Telephone
Mid-tier The Cisco Unified IP Phone 7962 is an enhanced, full-featured manager IP
7962
phone that provides six backlit programmable line and feature buttons
along with four interactive soft keys to help guide users through various
call features and functions
Cisco® CIPC Telephony Solution
Cisco IP Communicator (aka: CIPC or Cisco Soft-Phone) is a mobile
Mobile Tier desktop application that turns your laptop into a full-featured IP Phone
Road Warrior allowing you to place and receive calls from your computer.
Highly-secure plus fully-eClient ypted communications
Cisco® CIPC Telephony Solution
Cisco Unified Communications Solutions unify voice, video, data, and
High Tier
mobile applications on fixed and mobile networks, delivering a media-
rich collaboration experience across business
Board room
Unified Communications provides exceptional levels of integrated
Customer center
business functionality and IP converged communications
features/functionality
Radian Technologies
Solutions That Work Client Confidential 13
14. Mobility Services – Product Tiers
Tier Description
Traditional Entry Level Mobile / Cell phone
(ATT/Sprint/Verizon/Vodaphone)
Entry Tier
Provide SMS texting, Voice Mail, and other programmable line and feature
Personal/CE buttons along with four interactive soft keys to help guide users through
Model
various call features and functions
No major sync issues since MR8 was installed
BlackBerry Devices As Data (Only) Service
Mid-tier
Carrier OTA Updates caused Corp BlackBerry users to drop sync to wireless
Mobility email services (primarily Verizon & Sprint)
Devices No major sync issues since MR8 was installed
Motorola Devices - DROID X successfully synchronizes Client email,
contacts
and calendar services
DROID X meets EAS security requirements for Pass code/PIN (minimum 6
High Tier
digit) and Remote Wipe
Mobility Devices
DROID X is a touch screen only device running Android 2.1 featuring
Motorola’s updated ‘MotoBlur’ UI, which includes the additional security
policy support for Exchange ActiveSync .
Tablets -
Multiple tablet/slate devices to be released running Android, WebOS,
Windows (Phone 7 OS?) and BlackBerry OS.
High Tier iPad expected to remain the dominant tablet computer through 2012.
Mobility Devices Figures from iSupply show iPad accounts for 74.1 percent of global tablet
shipments this year.
Tablets still not a full laptop/netbook replacement.
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Solutions That Work Client Confidential 14
15. Collaboration Services
Meeting Place & WebEx Integration
Great deal of flexibility & benefit: Dependencies:
– Easily share ideas - anyone, anywhere, anytime – SAAS Model
– Meets the needs of an increased mobile – Video - requires increased
workforce network capacity
– Integrate "the best" apps across the mobile and
desktop user communities
– TelePresence two way video integration – future
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Solutions That Work Client Confidential 15
16. Video Collaboration – Product Tiers
Tier Description
Entry Tier Easy, single-user, face-to-face video
Productivity savings in time & travel
Personal
Simplified deployment and management – just like any
other Cisco IP phone
Cisco® TelePresence System 500
Mid-tier Individual, small room use
CTS-500 Mobile Unit – Can be used in specially configured rooms
5Mbps Bandwidth, High Definition(1080p)
Cisco® TelePresence System 1000
4 seats at the virtual table
High Tier General purpose room
Small room 5Mbps Bandwidth, High Definition(1080p)
Wideband Audio
Imperceptible Latency
Cisco® TelePresence System 3000
12 seats at the virtual table
High Tier
Purpose-built room
Board room
15Mbps Bandwidth, High Definition(1080p)
Customer center
Spatial Wideband Audio
Imperceptible Latency
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Solutions That Work Client Confidential 16
17. Consulting Services - Next Generation Telecommunications Portfolio
EnterpriseTelecommunications Portfolio
Voice Portfolio Managed IP Telephony
• Enterprise Voice Communications
• Consolidated Dial-plans
Network Voice Applications • Network Consolidation
• Mobile Office Communications • Minimize Toll Expense
• Unified Communications • Simplify Network Complexity
• Fax • Centralized System Configuration and
• IVR Self Service Management
• Corporate Directory • Foundation for new capabilities
• Virtual On-net Services
• CDR/ Call Accounting Hosted Voice Mail
• Standardized User Interface
• Cost Control
• Centralized Management
Telecom Expense • Mobility
• Intelligent Call Routing
Management
• Policy Enforcement
• Call Accounting - TEMS
• Auditing
• Consumption Reporting Multi-media Conferencing
• Cost center allocations • Significant Cost Savings
• Spend Analysis Virtual Contact Center • Increased Functionality and Productivity
• Requirements Analysis • Reporting • Reservationless meeting
• Contract Compliance • Performance Management • Simplified Environment
• Supplier Performance Measurement • Command and Control • Supports a wide range of end-user devices
• Workforce Management
• Skills Based Routing
• Knowledge Management
Unified Communications Service Portfolio ~ Delvers Real-Time Business Agility
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Solutions That Work Client Confidential 17
19. Unified Communications – Service Delivery Model
A Logical Technology Model & Service Delivery Architecture
Client Corporation Unified Communications & Technology Service Delivery Model
Quality of Service
Logical Technology Model Operational Support
Customer Document Service Description Engineering
Manual
Guidelines
Customer Document - A Next
Generation Network (NGN) Customer Document
architectural vision
Marketing Marketing Technical Overview
Service Description – Foundation for Flyer Service Guide
Unified Communications Platform Presentation
Fluid Architecture
Enterprise Applications and Systems Service Description
Integration Architecture Product Technical Product
Operational Support Manual – Reference Design (LTM) (SAAS/SOA)
Comprehensive Description of Client ’s
global Infrastructure
Service Delivery Model - service Operational Support Manual
centric IP based model Operations Operational Operational Operational
Engineering Guidelines – References Design Guide
Industry Standards and Services
Positioned for Next Generation IP Engineering Guidelines
based infrastructures Implementation Product Subscriber
Physical Technology
Service Delivery Implementation Operations
Design
Document Manual
Radian Technologies
Solutions That Work Client Confidential 19
20. Innovation - Key Elements of the Investment Strategy
• Embed intelligence to deliver truly global enterprise network for both voice and
Help Desk
Service Model data capabilities
Network • Deliver services and capabilities to remote/virtual users
f
• Leverage network horsepower to allow users to share data and collaborate using IP
Convergence capability
• Provide cost-effective way for individuals and teams to “work smarter”
• Integrate multiple carrier services to deliver best cost and service area coverage
Network Edge • Provide transparent class of service mapping across multiple providers
• Deliver application acceleration
Intelligence • Bandwidth optimization to control cost
• Enable individual and work team productivity
Collaboration • Evolve from interaction to communication to work
• Deliver next generation services leveraging the converged network
“The Network is the Enabler of the Collaborative Experience”
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Solutions That Work Client Confidential 20
21. Unified Communications - Business Value
Business Value of a Unified Communications Deployment
Immediate Cost Reduction:
Enterprise Communications Value • Network Convergence
Timeline
Source: The Yankee Group, 2003
• Minimizing Toll Expense
Future value
will be from • Reduced Transport
productivity
• Simplified Network
Business Value
improvements from
Current value
realized on
enhanced
applications
• Centralizing System
infrastructure VoIP Configuration & Management
capital and Applications
operational savings Future Benefits:
• Increased Employee Productivity
Communications • Enhanced New Site Expansions
Network
Infrastructure
• Customized Migration Plan - SIP
• Network-Based Applications
Now
Time • Foundation for New Capabilities
Increased Business Agility with Reduced Costs
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Solutions That Work Client Confidential 21
22. Architecture & Strategy
Emerging Technologies
Emerging Technologies & a Global Horizon
• Cloud Services & Platforms
• Global Voice and Video
Effective Value-Add
• Social Networking
• Mobile Applications
• SOA
• Master Data Management
• ITIL/Six Sigma/CMM/PMBOK
• Customer IT Presence • Managed Services
• Web Portals/User Experience • High Availability Services
• Initial Business Intelligence • Enterprise Collaborative Services
• Loose Integration • Soft Phone & Teleworking
• VOIP • SaaS Model WebEx
Efficient
• Central IT • ITIL/PMBOK/ Virtual Call
• ERP Centers
• Web
• Emerging ROR Data
Foundation
• EDW
• Green Screen • Tight Integration
• Client Server • CMM Level 2
• Redundant Data
• Shadow IT
2000 2004 2010 2012+
Radian Technologies
Solutions That Work Client Confidential 22
23. Unified Communications - A Strategic Approach
Immediate Term Short Term Long Term Vision
Tactical Positioning
• Implement IP PBX where • Continue migration to IPT •Complete migration to voice
immediate opportunities • Multimedia Conferencing strategy
Business Value
arise • Unified Messaging •Collaboration
•Implement Mobile VPN • Modify LAN &WAN •Fixed Mobile Convergence
• Migrate to Mobile for Quality of Service (QoS) •Virtual Contact Centers
Office • Continue migration to •Unified Communications
•Corporate Dial Plan Mobile Office
•SIP Transport Productivity
Improvements
Cost Neutral Positioning for Savings Cost saving
Now 6-18 months 18-36 Months
Three Step Approach – Achieving Cost Efficiencies
Radian Technologies
Solutions That Work Client Confidential 23
25. Session Initiation Protocol
At a Glance
SIP Deployment Outlook Transformation Approach
Define Business & Technical Objective
Business Problem: Client Corporation is currently faced with the need to
• Implement GC SIP architecture to suppost cost efficient Unified
increasingly improve operational & cost efficiencies, and time-to-market
Communications globally
delivery. In order to meet these challenges, the Client continues to adopt
and implement revised business processes leveraging a refined IP and SIP • Migrate MeetingPlace, CallCenter , Service Provider (SP) Inbound and Toll
service delivery model and application centric approach: Free numbers voice traffic to the SIP Infrastructure
The Client is growing at a rapid pace Timeline:
The business need for a emerging telecommunications services
Legacy business & technological processes require further
development and alignment
Corporate Focus:
Aggressively Deploy Emerging Technologies & Services
Lean Enterprise Transformation
Business & Technology Development
Improved Customer Experience
Growth Initiatives & Opportunities
To remain competitive:
The Client must evolve its Infrastructure & Service Delivery Model
to Gain Efficiencies
Increased Agility to meet Market Demands
Improve Customer & Partner Responsiveness
SIP Strategy Current Deployment Outlook
Implement a cost effective SIP Architecture to standardize the Region Sept.- Nov. Jan. 2011 - Cost Savings
Unified Communications environment globally 2010 Nov. 2011 2011
Reduce calling card expenditures by deploying SIP at the TOP (20) locations Americas 13 sites on SIP CC, Inbound & MP TBD
Migrate Client Call Centers voice traffic to SIP in oder to improve and
EMEA N/A MP & GIS TBD
standardize the Infrastructure
Migrate AT&T Gateway and GIS numbers to SIP to achieve cost savings AP N/A MP & GIS TBD
Japan N/A MP 6 GIS TBD
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Solutions That Work Client Confidential 25
27. Unified Communications Services
Mobility Service Deployment NA Summary
2011 Deployment Outlook Business Requirements
Engagement – Review existing contracts with the two carriers and the time Requirements – The business requirements are evolving as the need for
frames left on those agreement and lines of service play a key factor in our wireless laptop access grows w/in emerging markets - so too does the cost to
ability to move swiftly and without additional cost. provide service
Contract Terms – Dependencies based on Oracle solution deployment
Expectations – Business requirements, delivery expectations and time frames
strategy
are currently under review
1. A three year term may significantly reduce cost Functionality – Enhanced Service Notifications to Field Operatives
2. A two year may only yield a (10%) savings but if we are adding
features those savings could be absorbed very quickly. Target Service:
3G & 4G Technologies
Product Portfolio – Delivering Mobility Services Globally
Texting, Tethering, Navigation Features
Strategic Deployments - Connection cards for Field Units
Marketing Strategy Current Deployment Outlook
Rogers & Client - Mobility Strategy Deployment & Growth
•Review overall business requirements – align functionality to expectation Region Q1 2011 Q2 2011 Total Subscribers
•Renegotiate Legacy Contacts similar to that of the U.S. Engagement
•Reduce Mobility Spend – Procurement Team Americas TBD TBD TBD
•Assess Financial Impact – Mobility Team EMEA
AP
CALA
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Solutions That Work Client Confidential 27
29. Unified Communications Services
Communications Data Recording – Transformation Service Summary
CDR Service Deployment Outlook CDR Transformation Approach
Business Problem: Presently, the Client has business requirement to Business Need: Restore the CDR functionality in order to accurately identify both fixed
costs and variable costs.
re-deploy a Call Accounting System which captures, call detail records,
Define Business & Technical Objective Conduct inventory development, savings and
and their associated costs telephone usage events.
service deployment strategy, the CDR Transformation will:
Expectations – Business requirements, delivery expectations and time frames • Drive savings quickly, yet prevent savings erosion via the strategic automation, which will
maintain the savings
are currently under review • Provide the savings that will provide the payback / ROI for funding the investment in the
CDR Strategy: strategic CDR capability – provides a self-funding model
Comparative Analysis – Develop global selection criteria
Develop CDR Analysis Matrix – illustrating Feature/Functionality
Spend and Consumption Analysis - Data is only visible at the invoice level Assess Business & Financial Risk – highlight potential employee abuse & toll fraud
Improved Contract Negotiations – Mobility Space
Improve visibility to consumption based services
Improved Visibility and accurate telecom data
Improved Benchmarking & Integration w/other Client systems
Financial & Operational Performance Expectations
Carrier Cost Optimization
Global Mobile Wireless Device Management
Security & Compliance
CDR Financial Review CDR Service Review
Vendor Nov. 2010 Dec. 2010 Recommendations
CDR Financial Summary Vendor A Vendor B %
Vendor A Review Review Pricing Award Service to Vendor A
Opportunity Models Corporation
Item Corporation
Proposed 1st Year Cost $161,625 $291,082 -80.10% Vendor B Review Review Pricing Pricing model is 67% Higher than
Opportunity Models Vendor A Corporation
Corporation
On site (CE) Installation $ (47,500) $(100,000) -110.53%
Vendor C Review Review Pricing Did not meet the financial
Opportunity Models commitment
Year One Grand Total $114,125 $191,082 -67.43% Corporation
Vendor D Review Review Pricing Does not have a global reach
Opportunity Models
Corporation
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Solutions That Work Client Confidential 29
31. Unified Communications Services
IP Telephony – Advanced Systems Transformation Summary
IPT Service Deployment Outlook IPT Transformation Approach
Business Need: Replace Legacy Systems with Advanced IP based functionality in order
to ensure service delivery
Business Problem: Presently, the Client has a business requirement to Define Business & Technical Objective Conduct IPT Design & Deployment strategy -
the IPT Transformation will:
Replace Aging Legacy PBX systems to Advanced IP based technologies • Ensure Operational Integrity by replacing aging Fleet
Expectations – Business requirements, service delivery expectations and • Reduce Service Disruption ensuring that Customer SLAs are met
• Drive Savings through IPT System Automation – Reduced Maintenance Fees
operational time frames are currently under review • Deliver Payback / ROI Investment Model – Self-funding Model
IPT Deployment Strategy:
Comparative Analysis – Develop global selection criteria
Improved Contract Negotiations – Mobility Space
Improve Visibility to UC / IP Based Services
Improved Benchmarking & Integration w/other Client systems
Financial & Operational Performance Expectations
Carrier Cost Optimization
Security & Compliance
IPT Financial Review IPT Deployment Review
Location Capital($) Expense ($) Total Cost/Site Implementation Depreciation Region Nov. 2010 Dec. 2010 Recommendations
Date Cost Review Review (BOM) & Award Service to Vendor
North America
Dubai UAE $58,115 $10,324 $68,439 30-Nov-10 $589 Opportunity Pricing Models
Hong Kong $41,840 $22,467 $64,307 15-Dec-10 $427 Review Review (BOM) & Pricing model is 67% Higher than
EMEA
Nairobi-Kenya $27,245 $5,963 $33,208 15-Nov-10 $366 Opportunity Pricing Models Vendor A Corporation
Australia $21,500 $3,840 $25,340 30-Oct-10 $388
APAC Review Review (BOM) & Did not meet the financial
Saudi Arabia $27,570 $7,550 $35,120 15-Dec-10 $476 Opportunity Pricing Models commitment
Kuwait $21,966 $27,486 $49,452 10-Sep-10 $366
Jordan $12,874 $6,486 $19,360 30-Sep-10 $290 CALA Review Review (BOM) & Does not have a global reach
Opportunity Pricing Models
Totals $211,110 $84,116 $295,226 $2,902
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Solutions That Work Client Confidential 31
32. Unified Communications Service Portfolio
Cisco IP Communication - CIPC
Project Outlook
Radian Technologies
Solutions That Work
33. Unified Communications IPT Services
Cisco IP Communicator (CIPC) - Project Summary
CIPC Deployment CIPC - Financial Strategy
The Client has effectively implemented a very efficient solution CIPC Financial Overview
to enable employees to more seamlessly interact, and to
maximize their ability to “escalate the conversation”. $160,000.00
$140,000.00
$120,000.00
Target Market: $100,000.00
IPT facility Based Employees with hard phones $80,000.00
$60,000.00
Virtual Office users
$40,000.00
Call Center – DR solution
$20,000.00
Strategic Deployments $0.00
Facility Field Non Remote Virtual Mobile
Facility
CIPC - Marketing Strategy CIPC - Go Live Fidelity
In alignment with the SIP deployment and in countries where Deployment & Growth
the IT group promotes the use of CIPC as a standard telephony Region Jan Dec Total
solution. Three Month Deployment Outlook
Calling Card Subscribers Americas 70 614 2708 5000
- Communicate the functionality and the savings potential EMEA 39 92 735 4000
- Contact the top 20% calling card users - recommend CIPC APAC 31 15 526 3000
- Reduce calling card expense by 50%
Total 140 721 3978 2000
Disaster Recovery
1000
- Offering as a solution in the Call Center for Disaster Recovery
0
Nov Dec Jan
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35. Unified Communications Services
Alternative Data Center – Project Summary
Alternate Data Center - Service Deployment Outlook Alternate Data Center - Transformation Time Line
Business Need: Locate a new facility which will ensure that all business applications,
systems and services have a comprehensive back up facility
Business Problem: Presently, the Client has a business requirement to Define Business & Technical Objective Conduct facility review, develop
re-locate is Alternative Data Center. As part of Phase III, the IP Telephony and comprehensive time line strategy ensuring the following Transformation will:
• Strategic redeployment of critical business applications & services
IP Contact Center servers will physically and logically move to an alternate d • Preserve Service Integrity
destination.
Expectations – Business requirements, delivery expectations and time frames
are reviewed and deployment schedules developed
CDR Strategy:
Develop Transformation Criteria
Transition Analysis – Server Migration Planned by Phases Only
Benchmark Operational & Network Integrations Techniques
Financial & Operational Performance Expectations
Security & Compliance
Document Lessons Learned
Alternate Data Center - Project Review
The following are guidelines for obtaining or maintaining a High Availability architecture for an application.
Application functions across two servers in an Active-Active mode
Active-Passive or Fast DR solutions do not qualify as an HA solution
Servers are sized appropriately so that either server can maintain the production load in the case of a failure
to a single server
Both the Production and High Availability servers will reside in the Primary Data Center
Solution requires a Disaster Recovery Server sized appropriately to maintain the production load
Disaster Recovery Server will reside in Alternate Data Center for site level Disaster Recovery
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37. Unified Communications Services
Service Metrics & Reporting Summary
Critical Response & Resolution - Nov 2010 High Response & Resolution - Nov 2010
CRITICAL RESPONSE AND
RESOLUTION HIGH RESPONSE AND RESOLUTION
100% 50 100% 70
66
80% 42 40 80%
60
48 50
60% 2930 60% 39 40
26 27 34 35 36
30 31 32 30
40% 20 20 40% 28
17 23 24
14 20
20% 10 11 10 20%
9 8 10
4 0% 0
0% 0
Dec Jan Feb Mar April MayJuneJuly Aug Sept Oct Nov
Dec Jan Feb MarAprilMayJuneJuly AugSeptOct Nov
Response Resolve Target Oppurtunity
Response Resolve Target Oppurtunity
Response: 01 Nov 10 - 01 Dec 10
Platinum - T1 Gold - T2 Silver - T3 Bronze - UNK
Met / Total % Met Met / Total % Met Met / Total % Met Met / Total % Met Total
Critical 1 / 2 50% / 0 / 0 27 / 27 100% 29
High / 0 / 0 / 0 32 / 32 100% 32
Medium / 0 / 0 / 0 221 / 222 100% 222
Low / 0 1 / 1 100% 2 / 2 100% 392 / 392 100% 395
Totals 1 / 2 50% 1 / 1 100% 2 / 2 100% 672 / 673 100% 678
Resolved: 01 Nov 10 - 01 Dec 10
Platinum - T1 Gold - T2 Silver - T3 Bronze - UNK
Met / Total % Met Met / Total % Met Met / Total % Met Met / Total % Met Total
Critical 2 / 2 100% / 0 / 0 23 / 27 85% 29
High / 0 / 0 / 0 32 / 32 100% 32
Medium / 0 / 0 / 0 210 / 222 95% 222
Low / 0 / 1 0% 2 / 2 100% 380 / 392 97% 395
Totals 2 / 2 100% 0 / 1 0% 2 / 2 100% 645 / 673 96% 678
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38. Unified Communications Services
Service Metrics & Reporting Summary
Second Level Resolution Closed Incidents & Task Summary (UC)
2010 Priority Number Avg. Response (Hr.) Avg. Resolve (Hr.)
All Inc / Tasks Total 765 4.41 112.39
Months Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Oct-10 Critical 31 0.20 51.72
High 32 0.26 33.74
Total Opportunities 722 701 586 613 621 870 710 722 937 821 723 684 754 Medium 250 5.54 144.12
Low 452 4.36 104.57
Completed by IT Team 693 667 559 587 594 830 695 698 899 799 712 672 738
Escalated to Tier III 29 34 27 26 27 40 15 24 38 20 11 12 16 Problems Total 290 5.07 139.45
SLR % by IPT Team 96% 95% 95% 96% 96% 95% 97% 96% 96% 97% 98% 98% 98% Critical 26 0.20 61.50
Target 65% 65% 65% 65% 65% 65% 65% 65% 65% 65% 65% 65% 65% High 28 0.20 36.58
Medium 202 6.28 154.83
Low 34 5.58 192.37
Work Requests Total 473 4.01 96.03
100% 95% 96% 96% 95% 97% 96% 96% 97% 98% 98% 98% 97% Critical 5 0.17 0.84
90%
80% High 4 0.71 13.87
70% Medium 48 2.39 99.06
60% SLR SLAby HCL
%% Low 416 4.28 97.62
50% Other Total 2 1.37 59.23
40% Target
Target CIPC Requests Total 132 6.04 40.47
Dec- Jan- Feb- Mar- Apr- May- Jun- Jul- Aug- Sep- Oct- Nov- Critical 0 0.00 0.00
09 10 10 10 10 10 10 10 10 10 10 10 High 0 0.00 0.00
Medium 2 2.89 141.56
Low 130 6.09 38.92
Major Issues - November 2010
1> I000058882 – Server Node AUDIX1 - 153.255.111.11 - Node Down status detected - Vendor was dispatched who re-initiated
Voice Mail Server to full Operational / Production state
2> I000040497 – Site - Unable to dial Toll Free numbers possibly due to system upgrades - Changes performed by Level II
Engineers, calls unable to traverse SIP transport, routed through Session Boarder Controller
3> I000040469 - Sydney Australia – UC System Down – RFO/RCA: Problem with Service Provider’s Internal Network
4> I000040659 - Meeting Place/Collaboration System Down - Directory at 100% Capacity
Radian Technologies
Solutions That Work Client Confidential 38
39. Unified Communications Services
Service Metrics & Reporting Summary
Project Summary – November 2010:
3> Project details : Japan IPT Upgrade – Tokyo
1> Project details : 20 Cisco hard phone Configured. Site : Tokyo Japan
Site : Virtual Users Start Date : 15th NOV 2010
Start Date : 23 Nov 2010 Completion date : 29th NOV 2010
Completion date : 25 Nov 2010 Device count : 80+
Device count : 20 Client - Team Member : Karate, K
Client - Team Member : Coe, M.
IT Support Team Member : Sandy D
IT Support Team Member : Dirage
4> Project details : Brussels - IPT Migration
2> Project details : 35 CIPC account created
Site : Virtual Users Site : Brussels
Start Date : 15th Oct 2010 Start Date : 1st NOV 2010
Completion date : 16th Sept 2010 Completion date : 15th NOV 2010
Device count : 35 Device count : 35
Client - Team Member : Smith, T Client - Team Member : Karate, K
IT Support Team Member : Dirage IT Support Team M ember: Aaron
5> Project details : Entertainment Agent ID Creation 7> Project details : CC Agent Wrap-up Session – Holiday Calls
Site : Dayton Site :Doraville GA –Media Services Team
Start Date : 24th NOV 2010 Start Date :22nd Nov 2010
Completion date : 26th NOV 2010 Completion date :22nd Nov 2010
Device count : 50 Device count :60+
Client - Team member : BRILLO, R Client - Team Member : James, K
IT Support Team Member : Aaron IT Support Team Member :Harry, S
6> Project details :Frankfurt Germany => IPT 8> Project details :Egypt FAC CODE/Soft phone/FAX-ATA additions
Site :Frankfurt Site :CAIRO Egypt
Start Date :18th Nov 2010 Start Date :1st Nov 2010
Completion date :22nd Nov 2010 Completion date :8th Nov 2010
Device count :30+ Device count :30+
Client - Team Member :Detroit, G. Client - Team Member :Harry, S
IT Support Team Member :Harry S. IT Support Team Member :Harry, S /Sandy, D
Radian Technologies
Solutions That Work Client Confidential 39