VoIP Professional Services Management Les Goldman Manager – Product Management Verizon

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…


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”


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


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


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?


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


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


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


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

` `


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


Shared VoIP Management ServicesManagement of WAN router

Optional management of LAN servicesOptional management of Security elements

` `


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


` `


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


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


Thanks for Your Attention!

Documents

VoIP Professional Services Management Les Goldman Manager – Product Management Verizon