unified communications strategic initiative it stakeholder meeting april 16, 2014
TRANSCRIPT
Unified Communications Strategic Initiative
IT Stakeholder Meeting
April 16, 2014
Agenda
UC Strategic Initiative - [email protected]
UC Vendor/[email protected]
UC Vendor Evaluation [email protected]
Next Steps and Future Meetings
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Unified Communications Initiative Updates
Milestones Completed Since we Last Met
• ITCRB Meeting for UC project Capital Funding – 4/2/14
• Process to evaluate capital projects in progress – timeframe for feedback end May, early June
• Project continues in the planning phase
• Centrex Contract Renewal Complete – 3/28/14
• 3 Year contract for services, w/ optional 2 year extensions; 7% line rate increases, take effect July 1, ’04
• Rates are significantly better than COMA rates; after year 5 we expect larger increases in rates
• Annual dollar commitments – we can forecast 4-5 years of stable rates w/current processes & support
• Gives us sufficient window of opportunity to plan and migrate to next generation service
• UC Initiative presented at the CIO Council – 3/10/14
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Unified Communications Initiative Updates
Milestones Completed Since we Last Met (Continued)
• UC Proof of Concepts
• Initial Blue Jeans desktop video pilot complete; planning for a Cisco Jabber POC
• Voice Portal beta (initial rollout ) - https://voiceportal.uc.harvard.edu/Login.aspx
• Installed Aastra/I2 Demo service
• To become more familiar with this platform and service features
Logistics: SharePoint site for IT Stakeholder updates and Materials
• Sharepoint site for materials (UNIVERSITY credentials required)
https://hu.sharepoint.com/sites/huit/ucomm/CentrexReplacement/Shared%20Documents/Forms/Stakeholder%20Meetings.aspx
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Next Generation UC Solution MatrixPlatform Architecture
Aastra/I2 Broadsoft Presidio - Cisco Verizon - Cisco
Platform/Technology Hosted or Hybrid Broadsoft Managed Cisco Hosted Cisco
Geo-Redundancy NY - TX Oxford St .– Summer St. or Hosting Facility
MD - CA
Scalability 1 million users 40,000 devices per cluster 60,000 scales to 300k
Service – Platform Availability (SLA)
99.999% 99.999% 100%
Network Resiliency I2 / Internet Harvard Network MPLS / MPLS
Local Survivability Audio Codes Survivable Gateway
Cisco Survivable Gateway Cisco Survivable Gateway
E911 E911 Enable CER and PS/ALI CER – PS/ALI, 911 to physical address included in SIP Trunk
Authentication / Directory Services
Active Directory, Shibboleth support
Active Directory Active Directory
Harvard Integrations AD/Shibboleth & Lync only. Others separate cost
AD, Lync, Service Now, paging. Google separate cost
AD, Lync, paging. Others separate cost
Service – Platform Upgrades
Included for hosted components
Applications Only – install fee applies (one per year). Hardware – Harvard Cost
Applications & Infrastructure hardware and software (one per year) for hosted components
Next Generation UC Solution MatrixFeatures & Service
Aastra/I2 - Broadsoft Presidio - Cisco Verizon - Cisco
User Feature Package Proposed includes: desk and soft phone, mobility features, IM&P, voice mail. Auto attendant, Call Center, conferencing and video available.
Enterprise License- incudes multiple devices (phone or soft clients), IM&P, E911, mobility features, voice mail, video. Call center and web conferencing (WebEx) available
Proposed includes IM&P and one device (desk or soft client), E911 server. Call Center, Web conferencing (WebEx )and other service packages available.
Provisioning – Administrative MACD
OP Easy Portal and Broadsoft Portal Cisco Collaboration Prime - Second Nature / Line One
Verizon Administrative Portal – TBD. Cisco Portal
End User Portal OP Easy Portal Second Nature-Line One for some, Cisco End User Portal
Cisco End User Portal
Training Remote Administrative and End User; Onsite Early Adopter. Online training available at no cost
Administrative and End User – Onsite early adopter. Online training available at no cost
Administrative and End User – Onsite early adopter. Online training available at no cost
Vendor Project Management
Remote but option to provide on-site
On-Site On-Site
Vendor design/service and installation
Remote –option to provide on-site Primarily on-site Primarily on-site
IP Phone Monitoring Tools
Telchemy Prognosis WAN Demarc – option for MLAN
IP Phone Support (Stock 10% spare phones)
Harvard First Level Help Desk. Remote Management Option. Firmware and software updates provided
Harvard First Level Help Desk. Remote Management Option. Firmware and software updates Harvard driven.
Harvard First Level Help Desk. Firmware and software updates provided
Next Generation UC Solution MatrixIndustry Standards, Roadmap & Additional Services
Aastra/I2 - Broadsoft Presidio - Cisco Verizon - Cisco
Open Standards SIP 2.0, non-Aastra phones limited features set; no H.323 support
SIP 2.0 but non-Cisco IP Phone – limited feature set
SIP 2.0 but non-Cisco IP Phone – limited feature set
WebRTC Broadsoft launched 5/2013 for UC One
Jabber Guest -proprietary Jabber Guest -proprietary
Seamless Mobile Client experience
Clearspan for Android and Apple Jabber for Android and Apple Jabber for Android and Apple
Video Support Point to point today. Telepresence integration in progress
Point to point, Telepresence and WebEx integration
Point to point and Telepresence, and WebEx integration
Remote User/ Access Clearspan Client – eSBC Proxy Jabber Client – Expressway Proxy
Jabber Client – Expressway Proxy
SIP Trunking Level 3/ eSBC (85 min per DID) Level 3 /eSBC Verizon (250 min per sim call) SBC included
Number Porting No additional charge No additional charge No additional charge. Porting process should be easier.
Wireless Carrier Integration / IMS
Mobile Application client – IMS dual profile - future
Mobile Application client – Jabber
IMS dual profile 2015
UC Strategic InitiativeVendor/Solution Selection and Evaluation
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Develop Evaluation Criteria Method
Recommendation/
Wrap-up
Vendor/Solution Selection Process
April, 2014 May, 2014 June, 2014
Develop Detail Evaluation Criteria Forms
• Key critical areas for consideration• Rating system with criteria weights Solicit Input
• UC CIO Council• Stakeholders• Other Strategic Project leads
Voting System • To check against qualitative exercise
Fill out Detail Criteria Evaluation Forms
• UC Project team Project Team Voting • Check against qualitative measures
Project Team Summary and Recommendation
• To the UC CIO Council
Target Vendor/Solution decision by July, 2014
Vendor/Solution Evaluation
Extended Team Voting & Recommendation
• UC CIO Council and Key Stakeholders
Present to CIO Council
Final Vendor Decision and Negotiations
UC Vendor Evaluation ScorecardName:
Rank Vendor Performance as 1–5: 1=weak 5=strong Vendor Name: Presidio-CiscoInput Criteria Weight as 1-5: 1=weak 5=strong (absolute requirement) Date:
Harvard Requirements and Objectives
User Based Features & ApplicationsCriteria Weight
Vendor Score
Weighted Score
Notes: Team Lead - Susan and Maria
Basic Phone Service (voice) 5 #VALUE! desk phone options, inbound/outbound calling featuresVoicemail/messaging 5 voice messaging, voicemail to email capability
Soft Phone5 0.00
client for win, mac, smartphones. Linux is optional; contains dial by directory; UI initiutiveness
Hard Phone5 0.00 quality, look and feel of phones, display, array of options/price points
IM/Screen share/File transfer 5 0.00 basic IM features and ability to share desktops and send filesMobility 5 #VALUE! Harvard numer on cell phone - support for BYOP (personal vs. bus)
Web Conferencing0.00
Desktop share, file sharing, annotation, training, virtual rooms, polling, video capability;UI and ease of use; may be a separate service
Desktop Video5 #VALUE!
point to point, multipoint, client cross platform (devices, OS's, browsers); UI and ease of use; may be a separate service.
Self Service portals 5 0.00 End user portals for feature changes, self provisioning, self moves0.00
User Features and Applications #VALUE!
Unification of Feature Set and MobilityCriteria Weight
Vendor Score
Weighted Score
Notes: Team Lead - Susan and Maria
#VALUE! One software client to support apps #VALUE! soft phone, IM, desktop video, access to video core servicesEnterprise license option #VALUE! simplifies billing and admin, increases opt-in to the serviceEfficiency of feature set delivery 5 #VALUE! fewer choices delivered more efficientlyEnterprise Mobility -voice 5 #VALUE! 5 digit dialing on smartphones, ipads, with enterprise features - hold, Enterprise Mobility -video #VALUE! access to desktop video, telepresence, room system, webex via mobile
#VALUE!Unification of Feature Set and Mobility #VALUE!
Next Generation Unified Communications (UC) RFI Evaluation
UC Vendor Evaluation Scorecard (cont’d)
Implementation, Service and SupportCriteria Weight
Vendor Score
Weighted Score
Notes: Team Lead - Jenn and Mike R.
Experience and maturity level of teams #VALUE! local, dedicated PM and engineering resources for initial implementation 0
will implementation resources be local, dedicated and from the company? Set placement not included
ongoing support, company or outsourcedongoing will helpdesk, service and support be from the company or subcontractors, or 3rd party vendor? Will the support be local or remote?
Implementation and Support ownership #VALUE! will contracted vendor take ownership of sub-contractorsImplementation Processes #VALUE! methodology, team make-upHelpdesk Processes #VALUE! reporting incidents, escalations, break/fix, access to admin portalsSoftware update mechanisms #VALUE!Support Processes #VALUE! reporting incidents, escalations, break/fix, access to admin portalsEscalation procedures #VALUE! Experience with enterprises of this scale and complexity #VALUE!Training options #VALUE! on site, web, drop cardsImplementation, Service and Support #VALUE!
Administrative based Features and Applications
Criteria Weight
Vendor Score
Weighted Score
Notes: Team Lead - Jenn and Mallory
Provisioning tools 5 #VALUE! Billing tools #VALUE! Ease of Procuring licenses/service 5 #VALUE!Reporting tools 5 0
Administration of user profiles and accounts (partitioning, role and security capabilities)
5 0Ease of adds/moves/changes 5 0Integration to Service Now for Provisioning 5 0Integration to Service Now for Incident Mgt 5 #VALUE!Manageability and Administration #VALUE!
Architecture and TechnicalCriteria Weight
Vendor Score
Weighted Score
Notes: Team Lead - Karen and Patrick; Susan lead on AD
Options for survivability 5 #VALUE! Solution security 5 0Platform scalability and elasticity 5 0Service and platform reliability 5 #VALUE! Integration to Harvard Video Systems Telepresence, H.323 systems, Harvard Video CoreIntegration to IM/Presence apps 5 Lync and GoogleIntegration to Active Directory for authentication and browesable directory 5 Susan to work with IAM groupSupport for APIs 5 0 XML, CTI, SOAP, CDR, TAPI/JTAPI as examplesOff campus access to services (no VPN) #VALUE! Cross platform parity 5 0 works with different device types, OS' and browsersHardware/software upgrade strategy 0 Keep current with client and system software and components
Adherence to technology standards5 0
support for SIP, H.323, MGCP, Analog & Digital Telephony protocols such as E&M, CAS, QSIG, E1, T1
Technology fit with Harvard0
platform/technology known at Harvard and integrates well with existing platforms/services
Quality of documentation and online help 0Architecture and Technical #VALUE!
Product Roadmap and Strategy (vision)Criteria Weight
Vendor Score
Weighted Score
Notes: Team Lead - Susan and Maria
Market penetration and installed base 0Service and product roadmap, particularly with mobility and dual profile/persona on BYOP 5 0 WebRTC, guest access, etc.
Control over product/strategy direction and feature set
does the manufacturer have ownership of the delivered feature set or does the "solution" rely on the development of wrap around or peripheral services or integrations for other companies or service channels?
Pace of innovation and track record with new products/services 5 0 investment in R&D/technology researchExit strategy ease of opportunity to change partnerSupport for future Harvard vision 5 0 UC CIO roadmapProduct Roadmap and Strategy 0
UC Vendor Evaluation Scorecard (cont’d)
UC Vendor Evaluation Scorecard (cont’d)
Business and Strategic Relationship w/Harvard
Criteria Weight
Vendor Score
Weighted Score
Notes: Team Lead - Susan and Maria
Level of Strategic Relationship w/Harvard 0 access to executive management & ability to influence resourcesDrive and willingness to partnerPartner stability and viability going forward 5Partner involvement with other Harvard initiatives/projectsAdaptability - flexibility to grow and change with Harvard's needs
such as add services at a later time (video), enterprise license, change delivery methods, etc.
Quality of sales and support teamsManufacturer business risk level of business risk with the manufacturer (technology platform) Delivery partner business risk level of business risk with the delivery partner
Manufacturer service risk #VALUE!
level of manufacturer risk with the serivce (how many manufacturers are involved and who controls the whole product line/service)
Delivery partner service risk0
level of delivery partner risk with the serivce (how many manufacturers are involved and who controls the whole product line/service)
Ability to meet business and contract terms 0 also financing capability and optionsStrategic Relationship w/Harvard #VALUE!
Total Vendor Score #VALUE!
Next Steps
Key milestones and activities coming up:
• E911 approach and vetting with OGC
• POC rollouts and evaluations
• Vendor/Solution Evaluations
• UC Strategic Initiative Website
Next Meeting (Suggestions?)
• Telecommunications Expense Management Program (Centrex line Cleanup)• POC Updates & Voice Portal Demo• E911 Summary• Vendor Selection/Evaluation Update
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