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Avaya Global Managed Services Converged Communication Management. Remote Managed Services for IP Telephony. Remote Network Operations. Custom Solutions. Hosted Solutions. Software Release Management Remote Managed Services for: IPT Traditional Telephony Messaging Data

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Avaya global managed services converged communication management

Avaya Global Managed ServicesConverged Communication Management

Remote Managed Services for IP Telephony


Avaya global managed services converged communication management

Remote Network Operations

Custom Solutions

Hosted Solutions

  • Software Release Management

  • Remote Managed Services for:

    • IPT

    • Traditional Telephony

    • Messaging

    • Data

  • Contact Center Services

  • Managed Security

  • Full Managed Services w/o assets

  • Full Managed Services w/ assets

  • IPT Migration Services

  • Contact Center Technology Outsourcing

  • Managed Hosted Solutions

    • IPT/VM

  • Managed Services for SPD hosted solutions

Customers focus on their business, we focus on the technology…

Managed Services


Avaya global services the environment in which we operate

For “five 9s” reliability for voice in an IP World, we must participate in the architecture,monitoring and management of the entire domain

TDM World

IP World

PBX

App Servers / Adjuncts

Expansion Port Networks

Avaya Global ServicesThe Environment In Which We Operate

For “five 9s” reliability for voice, we must monitorand maintain the PBX


Enterprise services platform market needs four attributes
Enterprise Services Platform must Market Needs - Four Attributes

  • The new platform architecture enables Avaya to deliver focused, custom monitoring and management for each individual customer for the ENTIRE COMMUNICATION DOMAIN

    • Voice, data, applications & “solutions”

  • The architecture is fully distributed and web-services based

    • We have broken through the scale & economiesof scale barriers

  • The architecture was purposefully built with technologyto enable divided (shared) responsibility

    • We CAN navigate the managed services issues where multiple managed services providers present

  • The offer is made available through multiple channels to provide delivery options to our customers

    • We offer our partners the ability to sell, brand and participate in portions of management that leverage their capabilities.


Unique enterprise service platform supports continuum of avaya managed solutions

NEW must

Unique Enterprise Service Platform Supports Continuum of Avaya Managed Solutions

  • Provides a real-time view of converged applicationsand network environment

    • Automated correlation provides quicker root cause analysis for:

      • Faster remediation of issues

      • Maximized network availability

  • Secures network connections – SOX compliance

  • Provides Service Level Agreement management

  • Leverages Avaya’s rich heritage in behavior models for communication platforms (Experts)

  • Performs root cause analysis through intelligent tools that filter/aggregate events

  • Delivered through Avaya’s new managed services secure intelligent gateway (SIG) -- an appliance deployed on a per customer basis


Enterprise service platform
Enterprise Service Platform must

TicketingEngine

KE

ConfigurationKnowledgeEngine

PrincipleSurveillance/Reaction Interface

CIR DB

PIM

CustomerInformationRepository(CIM, etc.)

Patch MgmtRepository /InteractionModel

  • Secure Connectivity

  • Via Secure Intelligent Gateway

Private(Frame, ATM, Leased Line, etc.)

Public(Internet, VPN, etc.)

  • Managed Services Target (Customer)

  • Where events occur

  • Security / Firewalls

  • Secure Intelligent Gateway

  • Active Intelligent Agents

  • eBonding / Web Portal

NetworkElementsHubIP PhoneRoutersSwitch

Communication Applications

CustomerTicketing

Self-Service

IVR w/Speech

Web Mgmt

Email Mgmt

FO / BO

WFM, KM

Business Rules

ERP, CRM, etc.

PBX / ACDCall Routing /CTI Engine

eBonding / Web Portal


Enterprise service platform1
Enterprise Service Platform must

Secure Intelligent Gateway

TicketingEngine

KE

ConfigurationKnowledgeEngine

PrincipleSurveillance/Reaction Interface

CIR DB

PIM

CustomerInformationRepository(CIM, etc.)

Patch MgmtRepository /InteractionModel

  • Secure Connectivity

  • Via Secure Intelligent Gateway

Private(Frame, ATM, Leased Line, etc.)

Public(Internet, VPN, etc.)

  • Managed Services Target (Customer)

  • Where Events occur

  • Security / Firewalls

  • Secure Intelligent Gateway

  • Active Intelligent Agents

  • eBonding / Web Portal

NetworkElementsHubIP PhoneRoutersSwitch

Communication Applications

CustomerTicketing

Self-Service

IVR w/Speech

Web Mgmt

Email Mgmt

FO / BO

WFM, KM

Business Rules

ERP, CRM, etc.

PBX / ACDCall Routing /CTI Engine

eBonding / Web Portal


The intelligent agent an essential managed services appliance
The Intelligent Agent – must an Essential Managed Services Appliance

  • Remote monitoring & management of applications REQUIRES MORE THAN Simple Network Management Protocol (SNMP)

  • “Nodes” in the communication application domain are made up of platforms that consist of Hardware, Operating System, Application

  • Intelligent Agent based monitoring & management

  • Ability to exist and function in a SECURE managed environment

Managed Services Secure Intelligent Gateway (MS SIG)

Target (Customer) Platform

Application(ACM, IC, IR, etc.)

Intelligent Agent

Intelligent Agent

Operating System (Linux, MS Windows, Solaris)

MS SIG

SSG/AIM/etc.

Hardware(PC, etc.)

MS Management

Platform


Managed services deployment architecture

IP must Network

Managed Services Deployment Architecture

SMARTS InCharge Dashboard(Web Interface)

SMARTS InCharge Console

Avaya Management Center(s)

Performance Mgmt and Data Mgmt Engine(s)

Service Assurance Manager

  • Avaya Developed Behavior Models

    • Discovery (including configuration mgmt)

    • Polling

    • Intelligent Agent functionality

    • Alarm receipt

    • Local correlation

    • Root Cause Analysis

    • Local trending (custom intervals)

Secure Intelligent Gateway

Local Performance Data & Other Remote Stores

SecureAssurance Manager

Customer Site

Data Management Engine

Availability

Manager

Performance

Manager


Remote managed services for ip telephony first managed solution based on new platform

NEW must

Remote Managed Services for IP Telephony First managed solution based on new platform

  • Comprehensive out-tasking manages IP Telephony and converged communications network

  • Provides fault, performance, configuration and security management

  • Delivers flexibility through three service options:

    • Basic: supplements a customer’s internal NOC with voice and data monitoring, notification and basic performance reporting

    • Enhanced: for customers with existing data management, adds voice management, data monitoring and full performance management

    • Premium: full voice, data, and performance management


Remote managed services for ipt
Remote Managed Services for IPT must

Note: BOH stands for “Block of Hours”


Choose from three service options
Choose From Three Service Options must

  • Option 1: Basic

    • Monitoring of Avaya’s IP telephony platforms, associated gateways and phones, and the data network*

  • Enables quick notification to your internal staff for rapid resolution and prevention of issues before voice communications are compromised

  • Relieves need of continuous investment in latest network management tools

  • Provides your IT team with visibility and control through our Enterprise Service Platform, the Enterprise Service Platform

*Data network associated w/ IP applications


The avaya solution what s inside
The Avaya Solution - What’s Inside must

Basic Option

Single Point of Contact

● 800# to Managed Services Team

● Designated Tier 2 & 3 Teams

24 x 7 Fault Monitoring of Voice and Data Infrastructure

  • ● Real-time Monitoring and Notification of events in Voice and Data Network

  • ● Correlation and Validation of events utilizing Avaya’s Enterprise Service Platform

  • ● Case Management for Avaya Voice product issues

Service Levels

  • ● 15 Minute Notification of Service Outages

Basic Performance Reporting

  • ● Consolidated trended reporting

  • ● Web portal view of tickets and reports

  • ● Real-time performance threshold notification

Security

● IPT Platform Monitoring

● Customer notification of security events


Choose from three service options1
Choose From Three Service Options must

  • Option 2: Enhanced

    • Management of Avaya’s IP telephony platforms, and associated gateways and Monitoring of the data network*

  • Trend analysis and adjustments to your IP systems before performance is disrupted, so your IP telephony environment can continue running smoothly

  • Continues to provide your IT team with increased visibility and control through our Enterprise Service Platform

  • Relief from hiring and training additional support and the ongoing investment in maintaining advanced network management tools

*Data network associated w/ supporting IP applications


The avaya solution what s inside1
The Avaya Solution - What’s Inside must

Enhanced Option

Single Point of Contact – Same as Basic

24 x 7 Fault Monitoring and Management of Voice and Data Infrastructure

  • ● Basic +Network Service Provider Agency

Service Levels

  • ● Basic + Hourly Status Updates of IPT service outages ● Time to complete Remote & Simple MACS

Performance Management

  • ● Basic + Trending ● Analysis and Recommendations (voice only)

Security – same as Basic

Technical Consulting

● Voice Engineering Support block of hours

Move, Add, Change and System Backup

● Remotely Administered System Backup for Voice

● Remote Moves, Adds, Changes for Voice


Choose from three service options2
Choose From Three Service Options must

  • Option 3: Premium

    • Management and Monitoring of Avaya’s IP telephony platforms, associated gateways, and the data network*

  • Trend analysis and network adjustments to prevent service disruptions, for smooth IP operations

  • Relief from hiring, staffing and training additional support and the ongoing investment in maintaining the latest network management tools

  • Increased productivity and flexibility of your in-house IT resources

*Data network associated w/ IP applications


The avaya solution what s inside2
The Avaya Solution - What’s Inside must

Premium Option

Single Point of Contact – Same as Enhanced

24 x 7 Fault Monitoring and Management of Voice and Data Infrastructure

  • ● Enhanced Services + Resolution of events in Data Networks ● Case Management of Data issues

  • ● 3rd Party Data Equipment Agency

Service Levels

  • ● Enhanced + Hourly Updates of Data Equipment Outages

Performance Management

  • ● Enhanced Services + Analysis and Recommendation for Voice and Data●Shared Workspace

Security – same as Enhanced

Technical Consulting

● Enhanced Services + Data Network Engineering Support (in blocks of hours)

Move, Add, Change and System Backup

● Enhanced Services +● Remote Move, Add, Change Support for Data Devices

● Remotely Administered System Backup for Data Devices


Software release management avaya will offer a choice between two packages
Software Release Management must Avaya will offer a choice between two packages

  • Comprehensive Release Management

    • Avaya as the Single Point of Accountability for Management of the Update Process

      • Customers who want a 3rd party to manage the risk assessment, schedule and update process for the supported products

      • Customers who do not have internal experts or tools to help them assess when to implement a change and are reluctant to invest in resources or tools

  • Notification Service

    • Customer Accountability for Management of the Update Process  

      • Customers who want to maintain direct management of the impact assessment and update process

      • These customers will benefit from Avaya automation for maintaining inventory information and identifying specific updates that should be considered

  • Guiding principle in both packages

    • The Customer authorizes final decision to implement any update


Software release management solution options
Software Release Management must Solution Options


Avaya global managed services converged communication management

Official Convergence Communication Provider must for the 2002 and 2006 FIFA World Cup™FIFA Women’s World Cup USA 2003