Transcript Before You Begin: Assign Information Classification

VoiceCon Tutorial: Best Practices in
Unified Communications Deployment
Kathryn Robinson
Sr. Director, Enterprise Voice / Rich Media Practice
Advanced Services Consulting
Cisco Systems
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Agenda
• Lifecycle Approach
• Criticality of Planning
• Operational Considerations
• Extending the Value through Optimization
• Summary
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Challenges and Top of Mind Issues
Business, Engineering and Operations Views
•
Enhancing internal and external customers’ perceived
value and satisfaction
– Creating valuable partnerships with your business users to
assure they get the business benefits from the technology
solutions you provide
•
People, people, people
– Finding them and continuously developing them
– Skills balance from voice / data / and IT for optimal results
– Identifying competent partner and / or out tasking models that
work for your business
•
Qualitative support and servicing of your end users
– Meeting or exceeding Service Level Agreements
– Productivity improvements
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Lifecycle Services Defined
Prepare
Plan
Design
Implement
Operate
Optimize
Lifecycle Services are the methodologies and practices that
support the evolution of networks to business systems and
ensure the most return from corporate IT investments
The Cisco Unified Communications Methodologies define the
best practices, processes, people skills and workflow required
to successfully support the lifecycle for Unified
Communications Solutions
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Cisco Unified Communications
Planning / Operations Differences
Element
Architecture
Cisco Unified Communications
Enterprise wide; options for
scalability; security; availability
Flexible; adaptable planning options
Foundational Network of networks fundamentals
Allows for greater options for
redundancy, failover, availability
Operations
New partner models available;
Applications
Need for modifications of skills,
processes, tools which can be
shared across converged model
Communications vs. “phone calls”
Allows for communications
application extensions and
integrations
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TDM / Legacy
More site specific; less
interdependency of sites
Separate network and
associated cost
structures
Fewer options
Separate teams; different
skills; different channel
partner or outsource/ out
task models
Phone calls, limited
extensibility
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Planning and Design Activities for Unified
Communications Deployment Success
Example Plan & Design Activities
Project Management
1. Unified Communications Feature/Functionality Validation
2. Unified Communications Network Readiness Assessment
3. Unified Communications Operations Readiness Assessment
4. Unified Communications Architecture Validation
5. Unified Communications Site Requirements Specification
6. Unified Communications Detailed Design Development
7. Unified Communications Implementation Plan Development
8. Unified Communications System Test Plan Development
9. Unified Communications Staff Plan Development
(Curriculum Planning Service)
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Cisco Unified Communications is an
Application System … Treat it Like One
Verify Customer
Requirements
2
Initiate Project
Revise Customer
Acceptance Plan
Develop Project
Schedule
Execute Network
Remediation Plan
5a
Finalize Baseline
Project Plan
Signed PO
Manage Risk
Manage Change
Manage Solution
Performance and
Progress
Develop Detailed
Design
7
Update Project Plan
Develop Network
Implementation
Schedule
8
Execute Project Plan - Control Loop
Manage Cost and
Resource Budget
Perform Network
Readiness Assessment/
Create Remediation Plan
4a
Establish Project
Budget
Revise HLD &
Architecture
Validation
4b
Perform Operational
Readiness
Assessment/Create
Remediation Plan
4c
Develop Site
Requirements
Specification
5b
Execute
Operations
Remediation Plan
5c
Create Staff
Training Plan
4d
Operations
Detemine Project
Costs
Develop
Operations Plan
6
Create Customer
Solution/Site
Acceptance Test
Plan
11
Execute Customer
Certification Test
10
Create Customer
Certification Test
Plan
9
Educational
Identify Risks and
Mitigation Plan
Technical
Develop Resource
Plan
Program Management
Define and
Document Project
Scope
Define WBS
Develop Solution
Requirements
3
Conduct Operations
and Administration
Training
21
Conduct End-user
Training
20
Manage User Site
IT Commitments
Issue Status or
Progress Reports
no
yes
Project
Completion?
Compile As-Built
Documentation
18
Conduct Solution
Pilot (1X in loop)
17
Conduct Site
Survey/Create
Remediation Plan
12
Execute Site/Gap
Remediation Plan
13
Develop sitespecific Network
Implementation
Plan
14
Install Solution
16
Execute Project
Handover
22
Implementation Control Loop
Done?
Project Management
Execute Customer
Site Acceptance
Test
19
Stage/Configure
Solution
15
Project
Postmortem
23
no
yes
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The Importance of the
Network Readiness Assessment
Conferencing
Mobility
Video
Unified Messaging
Customer Contact
The 15% You See
IP Telephony
Network Access
Control
Video
Association
Home Net
Auto VLAN
Firewall
Intelligent
LAN Switching
Dynamic User
Tracking
Carrier
Softswitch
Storage
Secure VPN Access
WiFi Networking
Dynamic Device
Discovery
Management
Seamless
Mobility
Enhanced
Power Management
Remote
Host Intrusion
Protection
Auto QoS
The 85% You Don’t
See has to Work
Well or Your Unified
Communications
Applications Will
Suffer
Intelligent
Traffic Routing
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Key Considerations: Building Extensible
Platform for Unified Communications
Technical
Accounting for QOS; IP Security;
bandwidth needs; changing traffic
flow patterns; platform extensibility
and flexibility as applications are
added
Business
Applications
Feature functionality at applications
level; Successful application
integration for maximum benefits
Operations
Changes in management methods
and procedures, skills, tools for
converged environment
Educational
Preparing your administration staff,
your operational staff/partners, your
end users
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Good Planning and Design
Avoids Significant Cost
Engineering Hours Expended
80
60 – 80+
Good Planning & Design
avoids significant repair
costs in Production
60
32 - 50
40
16 - 24
20
2-5
.2 - .6
.7- 1.2
Requirements Planning
Validation
1-3
Design
PoC/
Pilot
Acceptance ImplementTesting
station
Production
Life Cycle Phase Where Problem Found
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Good Planning and Design
Supports Investment Protection and ROI
• Build an enterprise wide architectural platform
upon which your business’ IP communications can
evolve which is phased by:
Business Division needs
Geographical Division needs
Maximizing cost and savings benefits
Maximizing customer intimacy or market differentiation
through applications (not limited to site by site approach)
• Takes full advantage of extensibility of platform to
support applications integrations that may not be
known or required today
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Operational Challenge and Change
Frequently Underestimated
Service Delivery and Support Readiness
•
Are my deployment procedures sound?
• Is the NOC ready for Day-2 support?
• I need to efficiently resolve Unified Communications issues. Can I?
• Do I have the fault detection tools and processes necessary?
• Will existing configuration and change management processes work
for Cisco Unified Communications?
• I need to monitor IP communications’ affect on my network
performance. How?
• What key performance indicators do I need to measure for
improvement?
How do I answers these questions?
Hint: Make this a priority in the planning phase. Take advantage of Cisco Best
Practices
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Managing IPC Holistically
People
Process
Knowledge
Service
Support
Historical Data
Incident Mgmt
Remediation
Procedures
Knowledge
Need to Manage IPC Holistically
Problem Mgmt
Change Mgmt
• WAN/LAN
Platform
Platform
Cisco Leading Practice
Release Mgmt
Level 3
Level 2
Level 1
• Voice infrastructure
People
• Voice applications
CMDB
Event
Correlation
Service
Request
Ntwk
Config Disc
Ticketing
Historical
Trending
Config
Audit
Notification
Known
Error Mgmt
Availability Mgmt
Fault
Polling
Routing
SLM
Config
Capacity Mgmt
Perf Polling
Escalation
SLM
Reporting
Financial Mgmt
Threshold
Mgmt
RFC Create
Approval
Mgmt
Reporting
Service
Delivery
Service Level
Mgmt
People
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Tools
Process
Configuration
Mgmt
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Tools
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Building the Blueprint –
ITIL Industry Standards
Technology: CM
Detail
Offering: Full Management
Redundant Carrier Connectivity
Meet Me Rooms
Financial Management Management
Connectivity
Capacity Management
Primary Carrier Connectivity
Availability Management
•Physical routers, switches and
gateways
Service Level Management
•OS Operating on Network HW e.g.
Cisco IOS
Release Management
E.g. Dell with Windows 03
Change Management
Application HW/OS
Problem Management
Physical server and OS
Incident Management
Application
Configuration Management
Software providing functionality e.g.
Cisco Unified CallManager
IT Service Continuity Management
•Any user specific hardware – e.g. Cisco
Unified IP Phone 7960 or User Desktop
User HW
Network HW
ITIL Service
Delivery
•Any software running of user specific
hardware – e.g. Cisco Unified IP Phone
7960 Software, Cisco Unified Contact
Center Agent
User OS
Network OS
ITIL Service
Support
Physical Premises, Physical Security,
Datacenter
External power, AC, Fire Suppression
Internal Cabling
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Options for Operations
Options
Choices and Implications
Do it yourself
Element, Network and Workflow Management
Tools, Knowledge Development and Skills
Out task or Out source to third parties for
service
Element, Network
and Workflow
Management Tools,
Knowledge
Development
and Skills
Partner Brand
RNO-ATP
ROS-CoBrand
Partner your staff with Other Providers
Complimentary Selection, Bundled Offerings,
Integration of PDI and O
Cisco ROS CBR
Eligibility and Established Partner Program
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Composition of a Quality
Day 2 Operate Service
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Plan for Optimization
• Want to assure you take advantage of extensible platform for
future growth?
• Expect to grow size / complexity of your business?
• Do you expect to acquire or a divest?
• Expect to move, add, change or delete locations?
• Do you expect to add data or Unified Communication
applications?
• Do you expect to upgrade network software?
• Do you expect to change network equipment?
Be Proactive – Establish disciplined and
structured approach to ongoing optimization
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Typical Ongoing Optimization
Plan and Tasks
Conduct IPC
Stability Audit*
Conduct ORA*
Knowledge
Transfer**
Conduct customer
design standards
review
Conduct IPC
security assessment
Conduct system test
procedure review
Quarterly onsite
***Business review
Qtr 1
Conduct
Performance tuning
of IPC solution
Develop IPC growth
Plan
Knowledge Transfer
Conduct IPC
software
assessment
Conduct software
risk analysis
Quarterly onsite
business review
Qtr2
Conduct IPC
stability audit
Conduct ORA gap
resolution
Conduct Performance
tuning of IPC solution
Conduct IPC software
assessment
Knowledge
transfer
Knowledge transfer
Conduct customer
design standards
review
Conduct IPC software
risk analysis
Conduct system
test procedure
review
Quarterly onsite
business review
Conduct IPC security
assessment
IPC growth plan review
Quarterly onsite
business review
Qtr3
Weekly project update and status calls
Establish team specific aliases and communications vehicles
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Best Practices: Summary
• You are building an extensible flexible platform to support your
enterprise wide communications requirements – It is an
important mission critical project …. treat it like one
• Planning and Design is critical …. Resource the front end of
your project and you will reap resource efficiencies throughout
the life of your solution implementation
• Make sure the network is ready
• Don’t neglect or underestimate needs for operational
preparedness
• Plan for being proactive during ongoing operations – small
issues captured early will support your staffs’ productivity and
your business users satisfaction
• Optimize to assure ongoing business benefit and optimal
investment protection
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