unified communications service portfolio executive overview v7

Radian TechnologiesSolutions That Work

Unified Communications Service Portfolio

Frank Tartaglia

Global Service Portfolio

2Client ConfidentialRadian Technologies

Solutions That Work

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


Solutions That Work

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


Solutions That Work

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

Unified Communications Services Portfolio


Solutions That Work

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


Situational Analysis


Solutions That Work

Delivering sophisticated technologies and perpetual motion are the order of the day. Maintainingcompetitive service delivery efficiencies, operational cost containment and time-to-market perspective remains achallenge. Cultivating required skills supporting and Advance Communications Service Delivery Model must

encompass:

Leadership — Examines how senior executives guide the organizationStrategic Planning — Examines how the organization sets strategic directions and how it determines key action

plansCustomer & Market Focus — Examines how the organization determines requirements and expectations of customers

and marketsInformation & 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 PerformanceOperational Performance


Core Competencies & Human Capital


Solutions That Work

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



Solutions That Work

Objectives and Initiatives

• Deliver the most Cost-effective and Operationally Efficient Networks

• Provide flexibility to meet an expanding business model

• Create an on-demand service & business architecture enabling advanced networking technologies to seamlessly integrate

• Positioned for Future Business Opportunities

• The proposed Unified Communications Portfolio Model accelerates business value by providing flexibility, scalability, and enhanced functionality consistently across the Enterprise

• Integrated Web Portal & Applications that permits global communities to adopt a Self Service Approach

• Market penetration and Time to Market improvements through advanced technological constructs

• Reduce overall operation expenditures through advanced technologies – 15% -25%



Unified Communications Services



Solutions That Work

Unified Communications - Enterprise Central will deliver…

Global Reporting and Collaboration

Control and Predictability

Operational Excellence – Life Cycle Management

Global Simplicity

Self-Service Model

Visibility, Analysis and Best Practice Insight


Solutions That Work

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

Constructs - Integrates Consulting and Global Delivery Providing Business Transformation

Tools, Techniques, Methods, & Capabilities

Client Focus: An Integrated Approach


Solutions That Work

Differentiated by providing Client’s with holistic approach to Unified Communications and a Service Delivery model in terms that lead the market through technological adoption and business process improvements

Leading Strategies and Solutions

Achieve new business growth through technological and business constructs while defending the Service Delivery model through improvements in service delivery

Growth

Achieve an industry standard cost position, efficiency and quality through world class, leveraged, and consistent business & technological practices, standards and service levels

Sustained Cost Competitiveness

Achieve highest levels of technological ‘referenceability’ by setting new standards for those Client & Partners within specific vertical market segments

Partner of Choice

Be recognized as a High Performance – People organization in order to recruit, develop, and retain the most talented Industry Professionals

High Performing People &

Organization

Business Imperatives

Stre

ngt

hen

& D

efen

d t

he

Co

reBusiness Enablement & Strategy Imperatives

Unified Communications

Business Enablement Strategy


Solutions That Work

Mobile Tier

Road Warrior

Cisco® CIPC Telephony Solution

Cisco IP Communicator (aka: CIPC or Cisco Soft-Phone) is a mobile desktop application that turns your laptop into a full-featured IP Phone allowing you to place and receive calls from your computer.

Highly-secure plus fully-eClient ypted communications

High Tier

Board room

Customer center

Cisco® CIPC Telephony Solution

Cisco Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile networks, delivering a media-rich collaboration experience across business

Unified Communications provides exceptional levels of integrated business functionality and IP converged communications features/functionality

Tier Description

Entry Tier

Personal 7942

Cisco® 7942 Telephone

Easy, single-user, The Cisco Unified IP Phone 7942 is a full-featured 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

Mid-tier

7962

Cisco® 7962 Telephone

The Cisco Unified IP Phone 7962 is an enhanced, full-featured manager IP 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

Unified Communications – Product Tiers


Solutions That Work

High Tier

Mobility Devices

Motorola Devices - DROID X successfully synchronizes Client email, contacts

and calendar services

DROID X meets EAS security requirements for Pass code/PIN (minimum 6

digit) and Remote Wipe

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 .

High Tier

Mobility Devices

Tablets -

Multiple tablet/slate devices to be released running Android, WebOS,

Windows (Phone 7 OS?) and BlackBerry OS.

iPad expected to remain the dominant tablet computer through 2012.

Figures from iSupply show iPad accounts for 74.1 percent of global tablet

shipments this year.

Tablets still not a full laptop/netbook replacement.

Tier Description

Entry Tier

Personal/CE Model

Traditional Entry Level Mobile / Cell phone

(ATT/Sprint/Verizon/Vodaphone)

Provide SMS texting, Voice Mail, and other programmable line and feature

buttons along with four interactive soft keys to help guide users through

various call features and functions

No major sync issues since MR8 was installed

Mid-tier

Mobility Devices

BlackBerry Devices As Data (Only) Service

Carrier OTA Updates caused Corp BlackBerry users to drop sync to wireless email services (primarily Verizon & Sprint)

No major sync issues since MR8 was installed

Mobility Services – Product Tiers


Solutions That Work

Great deal of flexibility & benefit:– Easily share ideas - anyone, anywhere, anytime

– Meets the needs of an increased mobile workforce

– Integrate "the best" apps across the mobile and desktop user communities

– TelePresence two way video integration – future

Dependencies:– SAAS Model

– Video - requires increased network capacity

Collaboration Services Meeting Place & WebEx Integration


Solutions That Work

High Tier

Small room

Cisco® TelePresence System 1000

4 seats at the virtual table

General purpose room

5Mbps Bandwidth, High Definition(1080p)

Wideband Audio

Imperceptible Latency

High Tier

Board room

Customer center


12 seats at the virtual table

Purpose-built room


Spatial Wideband Audio

Imperceptible Latency

Tier Description

Entry Tier

Personal

Easy, single-user, face-to-face video

Productivity savings in time & travel

Simplified deployment and management – just like any other Cisco IP phone

Mid-tier

CTS-500


Individual, small room use

Mobile Unit – Can be used in specially configured rooms


Video Collaboration – Product Tiers

http://wiki.ncr.com:2001/ncrwiki/index.php/Image:CTS500v1.jpg


Solutions That Work

Enterprise Voice Portfolio

Multi-media Conferencing• Significant Cost Savings

• Increased Functionality and Productivity

• Reservationless meeting

• Simplified Environment

• Supports a wide range of end-user devices

Managed IP Telephony • Enterprise Voice Communications

• Consolidated Dial-plans

• Network Consolidation

• Minimize Toll Expense

• Simplify Network Complexity

• Centralized System Configuration and

Management

• Foundation for new capabilities

Network Voice Applications• Mobile Office Communications

• Unified Communications

• Fax

• IVR Self Service

• Corporate Directory

• Virtual On-net Services

• CDR/ Call Accounting

Telecom Expense

Management• Policy Enforcement

• Call Accounting - TEMS

• Auditing

• Consumption Reporting

• Cost center allocations

• Spend Analysis

• Requirements Analysis

• Contract Compliance

• Supplier Performance Measurement

Virtual Contact Center• Reporting

• Performance Management

• Command and Control

• Workforce Management

• Skills Based Routing

• Knowledge Management

Hosted Voice Mail• Standardized User Interface

• Cost Control

• Centralized Management

• Mobility

• Intelligent Call Routing

Unified Communications Service Portfolio ~ Delvers Real-Time Business Agility

Telecommunications Portfolio

Consulting Services - Next Generation Telecommunications Portfolio



A Strategic Approach


Solutions That Work

Unified Communications – Service Delivery Model A Logical Technology Model & Service Delivery Architecture

Customer Document - A Next Generation Network (NGN) architectural vision

Service Description – Foundation for Unified Communications Platform

Fluid Architecture

Enterprise Applications and Systems Integration

Operational Support Manual –Comprehensive Description of Client ’s global Infrastructure

Service Delivery Model - service centric IP based model

Engineering Guidelines –

Industry Standards and Services

Positioned for Next Generation IP based infrastructures

Service Delivery

Unified Communications & Technology Service Delivery Model

Service DescriptionOperational Support

ManualCustomer Document

Client Corporation

Quality of Service

Logical Technology Model

Customer Document

Technical OverviewPresentation

Service GuideMarketing

Flyer

Marketing

Service Description

Technical Design (LTM)

Product (SAAS/SOA)

Product Reference

Architecture

Operational Support Manual

Operational Design

Operational Guide

Operational References

Operations

Engineering Guidelines

Physical Technology Design

Subscriber Operations

Manual

Product Implementation

Document

Implementation

Engineering Guidelines


Solutions That Work

Innovation - Key Elements of the Investment Strategy

f

Service ModelHelp Desk

Collaboration

Network Edge

Intelligence

• Integrate multiple carrier services to deliver best cost and service area coverage• Provide transparent class of service mapping across multiple providers• Deliver application acceleration • Bandwidth optimization to control cost

• Enable individual and work team productivity• Evolve from interaction to communication to work• Deliver next generation services leveraging the converged network

Network

Convergence

• Embed intelligence to deliver truly global enterprise network for both voice and data capabilities

• Deliver services and capabilities to remote/virtual users• Leverage network horsepower to allow users to share data and collaborate using IP

capability• Provide cost-effective way for individuals and teams to “work smarter”

“The Network is the Enabler of the Collaborative Experience”


Solutions That Work

Now Time

Bu

sin

es

s V

alu

e

Enterprise Communications Value Timeline

Source: The Yankee Group, 2003

VoIP

Applications

Future valuewill be from

productivity

improvements from

enhanced

applications

Communications

Network

Infrastructure

Current valuerealized on

infrastructure

capital and

operational savings

Immediate Cost Reduction:

• Network Convergence

• Minimizing Toll Expense

• Reduced Transport

• Simplified Network

• Centralizing System Configuration & Management

Business Value of a Unified Communications Deployment

Increased Business Agility with Reduced Costs

Future Benefits:

• Increased Employee Productivity

• Enhanced New Site Expansions

• Customized Migration Plan - SIP

• Network-Based Applications

• Foundation for New Capabilities

Unified Communications - Business Value


Solutions That Work

Architecture & Strategy Emerging Technologies

• ERP

• Web

• Emerging ROR Data

• EDW

• Tight Integration

• CMM Level 2• Green Screen

• Client Server

• Redundant Data

• Shadow IT

• Customer IT Presence

• Web Portals/User Experience

• Initial Business Intelligence

• Loose Integration

• VOIP

• Central IT

Foundation

E

ffic

ient

E

ffective

Valu

e-A

dd

2000 2004 2010 2012+

• Managed Services

• High Availability Services

• Enterprise Collaborative Services

• Soft Phone & Teleworking

• SaaS Model

• ITIL/PMBOK/WebEx

Virtual Call

Centers

• Cloud Services & Platforms

• Global Voice and Video

• Social Networking

• Mobile Applications

• SOA

• Master Data Management

• ITIL/Six Sigma/CMM/PMBOK

Emerging Technologies & a Global Horizon


Solutions That Work

Now 6-18 months 18-36 Months

Immediate Term Tactical

Short Term Positioning

Productivity Improvements

Long Term Vision

Three Step Approach – Achieving Cost Efficiencies

Bu

sin

es

s V

alu

e

Cost Neutral Positioning for Savings Cost saving

• Implement IP PBX where

immediate opportunities

arise

•Implement Mobile VPN

• Migrate to MobileOffice

•Corporate Dial Plan

•SIP Transport

• Continue migration to IPT

• Multimedia Conferencing

• Unified Messaging

• Modify LAN &WAN for Quality of Service (QoS)

• Continue migration toMobile Office

•Complete migration to voice

strategy

•Collaboration

•Fixed Mobile Convergence

•Virtual Contact Centers

•Unified Communications

Unified Communications - A Strategic Approach



Session Initiation Protocol – SIP Initiative


Solutions That Work

Session Initiation ProtocolAt a Glance

SIP Deployment Outlook Transformation Approach

Business Problem: Client Corporation is currently faced with the need to

increasingly improve operational & cost efficiencies, and time-to-market delivery. In order to meet these challenges, the Client continues to adopt

and implement revised business processes leveraging a refined IP and SIP service delivery model and application centric approach:

The Client is growing at a rapid pace 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

Define Business & Technical Objective

• Implement GC SIP architecture to suppost cost efficient Unified Communications globally

• Migrate MeetingPlace, CallCenter , Service Provider (SP) Inbound and Toll Free numbers voice traffic to the SIP Infrastructure

Timeline:

SIP Strategy

Implement a cost effective SIP Architecture to standardize the

Unified Communications environment globally

Reduce calling card expenditures by deploying SIP at the TOP (20) locations

Migrate Client Call Centers voice traffic to SIP in oder to improve and

standardize the Infrastructure

Migrate AT&T Gateway and GIS numbers to SIP to achieve cost savings

Current Deployment Outlook

Region Sept.- Nov. 2010

Jan. 2011 -Nov. 2011

Cost Savings

2011

Americas 13 sites on SIP CC, Inbound & MP TBD

EMEA N/A MP & GIS TBD

AP N/A MP & GIS TBD

Japan N/A MP 6 GIS TBD



Mobility Services


Solutions That Work

Unified Communications Services Mobility Service Deployment NA Summary

2011 Deployment Outlook Business Requirements

Engagement – Review existing contracts with the two carriers and the time

frames left on those agreement and lines of service play a key factor in our

ability to move swiftly and without additional cost.

Contract Terms – Dependencies based on Oracle solution deployment

strategy

1. A three year term may significantly reduce cost

2. A two year may only yield a (10%) savings but if we are adding

features those savings could be absorbed very quickly.

Product Portfolio – Delivering Mobility Services Globally

Requirements – The business requirements are evolving as the need for wireless laptop access grows w/in emerging markets - so too does the cost to provide service

Expectations – Business requirements, delivery expectations and time frames are currently under review

Functionality – Enhanced Service Notifications to Field Operatives

Target Service:

3G & 4G Technologies

Texting, Tethering, Navigation Features

Strategic Deployments - Connection cards for Field Units

Marketing Strategy

Rogers & Client - Mobility Strategy

•Review overall business requirements – align functionality to expectation

•Renegotiate Legacy Contacts similar to that of the U.S. Engagement

•Reduce Mobility Spend – Procurement Team

•Assess Financial Impact – Mobility Team

Current Deployment Outlook

Deployment & Growth

Region Q1 2011 Q2 2011 Total Subscribers

Americas TBD TBD TBD

EMEA

AP

CALA



Telecommunications Expense

Management Reporting Initiatives


Solutions That Work

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

re-deploy a Call Accounting System which captures, call detail records,

and their associated costs telephone usage events.

Expectations – Business requirements, delivery expectations and time frames

are currently under review

CDR Strategy:

Comparative Analysis – Develop global selection criteria

Spend and Consumption Analysis - Data is only visible at the invoice level

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

Business Need: Restore the CDR functionality in order to accurately identify both fixed costs and variable costs.

Define Business & Technical Objective Conduct inventory development, savings and service deployment strategy, the CDR Transformation will:• Drive savings quickly, yet prevent savings erosion via the strategic automation, which will

maintain the savings• Provide the savings that will provide the payback / ROI for funding the investment in the

strategic CDR capability – provides a self-funding model

Develop CDR Analysis Matrix – illustrating Feature/Functionality

Assess Business & Financial Risk – highlight potential employee abuse & toll fraud

CDR Financial Review CDR Service Review

Vendor Nov. 2010 Dec. 2010 Recommendations

Vendor A Corporation

Review Opportunity

Review Pricing Models

Award Service to Vendor A Corporation

Vendor B

Corporation

Review Opportunity


Pricing model is 67% Higher than Vendor A Corporation

Vendor C

Corporation

Review Opportunity


Did not meet the financial commitment

Vendor D

Corporation

Review Opportunity


Does not have a global reach

CDR Financial Summary Vendor A Vendor B %

Item

Proposed 1st Year Cost $161,625 $291,082 - 80.10%

On site (CE) Installation $ (47,500) $(100,000) - 110.53%

Year One Grand Total $114,125 $191,082 - 67.43%



IP Telephony Transformation Initiatives


Solutions That Work

Unified Communications Services IP Telephony – Advanced Systems Transformation Summary

IPT Service Deployment Outlook IPT Transformation Approach

Business Problem: Presently, the Client has a business requirement to

Replace Aging Legacy PBX systems to Advanced IP based technologies

Expectations – Business requirements, service delivery expectations and

operational time frames are currently under review

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


Carrier Cost Optimization


Business Need: Replace Legacy Systems with Advanced IP based functionality in order to ensure service delivery

Define Business & Technical Objective Conduct IPT Design & Deployment strategy -the IPT Transformation will:• Ensure Operational Integrity by replacing aging Fleet • Reduce Service Disruption ensuring that Customer SLAs are met • Drive Savings through IPT System Automation – Reduced Maintenance Fees • Deliver Payback / ROI Investment Model – Self-funding Model

IPT Financial Review IPT Deployment Review

Region Nov. 2010 Dec. 2010 Recommendations

North America Review Opportunity

Review (BOM) & Pricing Models

Award Service to Vendor

EMEA Review Opportunity


Pricing model is 67% Higher than Vendor A Corporation

APAC Review Opportunity


Did not meet the financial commitment

CALA Review Opportunity


Does not have a global reach

Location Capital($) Expense ($) Total Cost/Site Implementation

Date

Depreciation

Cost

Dubai UAE $58,115 $10,324 $68,439 30-Nov-10 $589

Hong Kong $41,840 $22,467 $64,307 15-Dec-10 $427

Nairobi-Kenya $27,245 $5,963 $33,208 15-Nov-10 $366

Australia $21,500 $3,840 $25,340 30-Oct-10 $388

Saudi Arabia $27,570 $7,550 $35,120 15-Dec-10 $476

Kuwait $21,966 $27,486 $49,452 10-Sep-10 $366

Jordan $12,874 $6,486 $19,360 30-Sep-10 $290

Totals $211,110 $84,116 $295,226 $2,902



Cisco IP Communication - CIPC

Project Outlook


Solutions That Work

Unified Communications IPT Services Cisco IP Communicator (CIPC) - Project Summary

CIPC Deployment CIPC - Financial Strategy

The Client has effectively implemented a very efficient solution to enable employees to more seamlessly interact, and to maximize their ability to “escalate the conversation”.

Target Market:

IPT facility Based Employees with hard phones

Virtual Office users

Call Center – DR solution

Strategic Deployments

CIPC - Marketing Strategy

In alignment with the SIP deployment and in countries where the IT group promotes the use of CIPC as a standard telephony solution.

Calling Card Subscribers

- Communicate the functionality and the savings potential

- Contact the top 20% calling card users - recommend CIPC

- Reduce calling card expense by 50%

Disaster Recovery

- Offering as a solution in the Call Center for Disaster Recovery

CIPC - Go Live Fidelity

Deployment & Growth

Region Jan Dec Total

Americas 70 614 2708

EMEA 39 92 735

APAC 31 15 526

Total 140 721 3978

Three Month Deployment Outlook

0

1000

2000

3000

4000

5000

Nov Dec Jan

CIPC Financial Overview

$0.00

$20,000.00

$40,000.00

$60,000.00

$80,000.00

$100,000.00

$120,000.00

$140,000.00

$160,000.00

Facility Field Non

Facility

Remote Virtual Mobile



Alternate Data Center - Deployment Initiatives


Solutions That Work

Unified Communications Services Alternative Data Center – Project Summary

Alternate Data Center - Service Deployment Outlook Alternate Data Center - Transformation Time Line

Business Problem: Presently, the Client has a business requirement to

re-locate is Alternative Data Center. As part of Phase III, the IP Telephony and

IP Contact Center servers will physically and logically move to an alternate d

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



Document Lessons Learned

Business Need: Locate a new facility which will ensure that all business applications, systems and services have a comprehensive back up facility

Define Business & Technical Objective Conduct facility review, develop comprehensive time line strategy ensuring the following Transformation will:• Strategic redeployment of critical business applications & services • Preserve Service Integrity

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 modeActive-Passive or Fast DR solutions do not qualify as an HA solutionServers 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



Service Metrics Reporting


Solutions That Work

Unified Communications Services Service Metrics & Reporting Summary

Critical Response & Resolution - Nov 2010 High Response & Resolution - Nov 2010

49 8

26

1410

1720

27

11

42

29

0

10

20

30

40

50

0%

20%

40%

60%

80%

100%

Dec Jan Feb MarAprilMayJuneJuly AugSeptOct Nov

CRITICAL RESPONSE AND RESOLUTION

Response Resolve Target Oppurtunity

28 3023

48

2431 34

3935 36

66

32

0

10

20

30

40

50

60

70

0%

20%

40%

60%

80%

100%

Dec Jan Feb Mar AprilMayJuneJuly Aug Sept Oct Nov

HIGH RESPONSE AND RESOLUTION

Response Resolve Target Oppurtunity

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

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

Bronze - UNK

Response: 01 Nov 10 - 01 Dec 10

Platinum - T1 Gold - T2 Silver - T3 Bronze - UNK

Resolved: 01 Nov 10 - 01 Dec 10

Platinum - T1 Gold - T2 Silver - T3


Solutions That Work

Second Level Resolution Closed Incidents & Task Summary (UC)

Priority Number Avg. Response (Hr.) Avg. Resolve (Hr.)

All Inc / Tasks Total 765 4.41 112.39

Critical 31 0.20 51.72

High 32 0.26 33.74

Medium 250 5.54 144.12

Low 452 4.36 104.57

Problems Total 290 5.07 139.45

Critical 26 0.20 61.50

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

Critical 5 0.17 0.84

High 4 0.71 13.87

Medium 48 2.39 99.06

Low 416 4.28 97.62

Other Total 2 1.37 59.23

CIPC Requests Total 132 6.04 40.47

Critical 0 0.00 0.00

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

2010

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

Total Opportunities 722 701 586 613 621 870 710 722 937 821 723 684 754

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

SLR % by IPT Team 96% 95% 95% 96% 96% 95% 97% 96% 96% 97% 98% 98% 98%

Target 65% 65% 65% 65% 65% 65% 65% 65% 65% 65% 65% 65% 65%

95% 96% 96% 95% 97% 96% 96% 97% 98% 98% 98% 97%

40%50%60%70%80%90%

100%

Dec-09

Jan-10

Feb-10

Mar-10

Apr-10

May-10

Jun-10

Jul-10

Aug-10

Sep-10

Oct-10

Nov-10

SLR % by HCL

Target


SLA %

Target


Solutions That Work

Project Summary – November 2010:

1> Project details : 20 Cisco hard phone Configured.

Site : Virtual Users

Start Date : 23 Nov 2010

Completion date : 25 Nov 2010

Device count : 20

Client - Team Member : Coe, M.

IT Support Team Member : Dirage

2> Project details : 35 CIPC account created

Site : Virtual Users

Start Date : 15th Oct 2010

Completion date : 16th Sept 2010

Device count : 35

Client - Team Member : Smith, T

IT Support Team Member : Dirage

3> Project details : Japan IPT Upgrade – Tokyo

Site : Tokyo Japan

Start Date : 15th NOV 2010

Completion date : 29th NOV 2010

Device count : 80+

Client - Team Member : Karate, K

IT Support Team Member : Sandy D

4> Project details : Brussels - IPT Migration

Site : Brussels

Start Date : 1st NOV 2010


Device count : 35

Client - Team Member : Karate, K

IT Support Team M ember: Aaron

5> Project details : Entertainment Agent ID Creation

Site : Dayton

Start Date : 24th NOV 2010


Device count : 50

Client - Team member : BRILLO, R

IT Support Team Member : Aaron

6> Project details :Frankfurt Germany => IPT

Site :Frankfurt

Start Date :18th Nov 2010

Completion date :22nd Nov 2010

Device count :30+

Client - Team Member :Detroit, G.

IT Support Team Member :Harry S.

7> Project details : CC Agent Wrap-up Session – Holiday Calls

Site :Doraville GA –Media Services Team

Start Date :22nd Nov 2010

Completion date :22nd Nov 2010

Device count :60+

Client - Team Member : James, K

IT Support Team Member :Harry, S

8> Project details :Egypt FAC CODE/Soft phone/FAX-ATA additions

Site :CAIRO Egypt

Start Date :1st Nov 2010

Completion date :8th Nov 2010

Device count :30+

Client - Team Member :Harry, S

IT Support Team Member :Harry, S /Sandy, D


unified communications service portfolio executive overview v7

Documents

client confidential2

organization business

key business areas

appropriate solutions

client eased reliability

improved business results

market perspective

sophisticated technologies