voip professional services management
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VoIP Professional Services Management. Les Goldman Manager – Product Management Verizon. We all know what to do during some emergencies…. Just as websites are more than electronic billboards…. And mobile communications are more than “car phones”…. IP Telephony is more than “IP dial tone”. - PowerPoint PPT PresentationTRANSCRIPT
VoIP Professional Services Management
Les GoldmanManager – Product ManagementVerizon
3January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com
We all know what to do during some emergencies…
4January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com
Don’t Use New Tools in Old Ways
• Unified Communications offer (require) new approaches: – Defining the application– Design implications– Ongoing management options
Just as websites are morethan electronic billboards…
And mobile communicationsare more than “car phones”…
IP Telephony is more than “IP dial tone”IP Telephony is more than “IP dial tone”
5January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com
An Evolving Business Environment
Today
*Nemertes Research, “VoIP and Beyond”, Network World, June 2007
Worker tied to desk Virtual workforce, in 83% of organizations*
On-site MACs, users wait on IT Remote MACs, scheduled around end user
PBXs are 99.999% reliable UC apps must be reliable too
PBXs change infrequently Constant change, constant patching
Corporate dictates user features End-user “consumerism”
Enterprise must do it all More flexible approaches with MSPs
Yesterday
6January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com
The Increasing Complexity of VoIP
NetworkGateway
PSTNPhone
PSTNPhone
T1/DSL
Customer Premises
IP-Centrex orHosted IP-PBX
LAN
PSTNPhone
PSTNPhone
Router/Gateway
RedirectServers
SIP ApplicationServers
LAN
SIP Phone
SIP Phone
IBM Voicemail
Firewall
SIP Phone
SIP Phone
IntegratedRouter/Firewall with QoS
PBX
Network SIP
Servers
Customer Premises
Wi-FiWi-FiHotspotsHotspots
PDA and Wi-Fi
PBX – IP-Centrex – Mobile Roaming
Customer Premises
LAN
Router/Gateway
Firewall
IP PBXIP PhoneIP Phone
IP PBX
Laptop
Mobile Enterprise
WirelessWirelessNetworkNetwork
WirelessLAN
HostedIP PBX
Verizon Verizon Data CenterData Center
Internet orInternet orPrivate IPPrivate IP
Verizon Verizon SwitchnetSwitchnet
7January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com
The Challenges of Supporting VoIP
• No longer “typical” network problem solving– Troubleshooting goes beyond typical network issues
• Hardware, network and application/configuration issues
• Problems can be solved but take significant time and specialized tools
• QoS and Call Quality issues
• Dropped calls
• Mobile phones and connections
• Softphones and integrated applications
• Result is often frustrating rounds of finger pointing• Addressing new ongoing needs
– MACs are simpler than “traditional” telephony implementations, right?
8January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com
Balancing Business Objectives
Administration is a full-time job
•Monitoring your network
•Administering your voice solutions
•Wearing a customer support hat
•Acquiring new skills
To-Do List
Resources
Do you have ample resources to address what is becoming important to your business?
•Going Green
•Mobility/Remote Worker Solutions
•Industry and Location Consolidation
•Customer Service Requirements
•Legal and Regulatory Change
Time of New
Technology Introduction
Rate of IT skills development and staff acquisition
Time
Tec
hnol
ogy
Com
plex
ity
Capability Gap
Capability Gap
9January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com
When to pull the alarm?
““Often (companies) install the VoIP Often (companies) install the VoIP system with the full intention of system with the full intention of managing it themselves. But after doing managing it themselves. But after doing so for about 12 to 24 months, they so for about 12 to 24 months, they decide to rely upon a third party to decide to rely upon a third party to manage the infrastructure.”manage the infrastructure.”
– – Nemertes Research, 2007Nemertes Research, 2007
““Often (companies) install the VoIP Often (companies) install the VoIP system with the full intention of system with the full intention of managing it themselves. But after doing managing it themselves. But after doing so for about 12 to 24 months, they so for about 12 to 24 months, they decide to rely upon a third party to decide to rely upon a third party to manage the infrastructure.”manage the infrastructure.”
– – Nemertes Research, 2007Nemertes Research, 2007
* Source: ALINEAN, November, 2006
10January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com
IT Maturity & the Role of the MSP
• Single point of Accountability• Monitor Infrastructure End-to-End
• Enable Application Level Visibility and Control
• Application Level SLAs• Handle Day-to-Day Firefighting
• Provide predictable cost
Managed Services Provider
• Align IT with Business Objectives
• Deliver Services to Business• Drive Innovation to Enable New Business Opportunities
• Manage Risk• Use internal resources more efficiently
Enterprise IT Department
11January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com
User Maintained VoIP
Non-Managed VoIP Services
Customer Premise
PSTN
MPLS, Internet
LAN Switch
WAN Router
Voice Gateway
Service Assurance
Analog-IP Converter
IP Phones
Analog Phones
Premise LANFirewall
Hosted VoIP Services
` `
12January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com
VoIP with Partial Outsourcing
Customer Premise
PSTN
MPLS, Internet
LAN Switch
WAN Router
Voice Gateway
Service Assurance
Analog-IP Converter
IP Phones
Analog Phones
Premise LANFirewall
Hosted VoIP Services
Shared VoIP Management ServicesManagement of WAN router
Optional management of LAN servicesOptional management of Security elements
` `
13January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com
Outsourced VoIP Solution
Managed Hosted VoIP ServicesManagement of WAN router
Management of Premise Voice GatewayManagement of LAN
Management of IP Phone ConfigsManagement of Security
Customer Premise
PSTN
MPLS, Internet
LAN Switch
WAN Router
Voice Gateway
Service Assurance
Analog-IP Converter
IP Phones
Analog Phones
Premise LANFirewall
Hosted VoIP Services
` `
14January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com
End-to-End Visibility = Uptime
Rapid Fault Isolation can save on average between 30 and 60 minutes of downtime per event.
*LEC Automated Dispatch is limited to U.S. locations onlyVerizon Business “Expert System” – Rapid Fault Isolation (Subject of one or more U.S. patents pending)
Visibility or ControlVisibility
and Control
LEC PoPLEC PoPCustomer SiteCustomer Site
M13-DS1to DS3
MuxM13-DS1
to DS3 MuxDS3-DS1
DXCSmartJack
FiberMux
FiberMux
Router
CSU/DSUPhone
PC
Out-of-BandRouter Dial
Access
SwitchFR/Private IP/ATM Internet
Switch
FaultManagement
ProactiveMonitoring
Verizon Remote
Loop-Back Points
Verizon ITS
Test Points
X
Automated Dispatch to LEC
Verizon Business PoPVerizon Business PoP
Edge Visibility and LEC/ Verizon
E-Bonding
MPLS / FR / ATM / MPLS / FR / ATM / Internet NetworkInternet Network
15January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com
Selecting an MSP…
• Ability to perform – history
• References
• Scope of capabilities
• Service Level Agreements
• Breadth of technology expertise
• Customer Enablement/Dashboard
• Strategic partnerships
• Disciplined change management process and methodology
16January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com
Thanks for Your Attention!