Transcript Les Goldman

VoIP Professional
Services Management
Les Goldman
Manager – Product Management
Verizon
We all know what to do during some emergencies…
3
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
www.ITEXPO.com
Don’t Use New Tools in Old Ways
Just as websites are more
than electronic billboards…
And mobile communications
are more than “car phones”…
IP Telephony is more than “IP dial tone”
• Unified Communications offer (require) new
approaches:
– Defining the application
– Design implications
– Ongoing management options
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
4
www.ITEXPO.com
An Evolving Business Environment
Today
Yesterday
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
*Nemertes Research, “VoIP and Beyond”, Network World, June 2007
5
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
www.ITEXPO.com
The Increasing Complexity of VoIP
Wireless
Network
PSTN
Phone
PSTN
Phone
Wi-Fi
Hotspots
IBM
Voicemail
Verizon
Switchnet
Network SIP Application
SIP
Servers
Servers
Redirect
Servers
Hosted
IP PBX
PDA
and Wi-Fi
Laptop
Mobile Enterprise
Verizon
Data Center
Integrated
Router/Firewall
with QoS
LAN
Router/
Gateway
Network
Gateway
T1/DSL
Internet or
Private IP
Wireless
LAN
LAN
Firewall
Router/
Gateway
SIP Phone
SIP Phone
PBX
Firewall
PSTN
Phone
SIP Phone
Customer Premises
IP Phone IP Phone
IP PBX
SIP Phone
Customer Premises
LAN
IP-Centrex or
Hosted IP-PBX
PSTN
Phone
PBX – IP-Centrex –
Mobile Roaming
Customer Premises
IP PBX
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
6
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?
7
January 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
Resources
•Wearing a customer support hat
•Acquiring new skills
Technology
Complexity
Capability Gap
Time of
New
Technology
Introduction
Do you have ample resources to
address what is becoming
important to your business?
•Going Green
Capability
Gap
Rate of IT skills development
and staff acquisition
Time
To-Do List
•Mobility/Remote Worker Solutions
•Industry and Location Consolidation
•Customer Service Requirements
•Legal and Regulatory Change
8
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
www.ITEXPO.com
When to pull the alarm?
* Source: ALINEAN, November, 2006
“Often (companies) install the VoIP
system with the full intention of
managing it themselves. But after doing
so for about 12 to 24 months, they
decide to rely upon a third party to
manage the infrastructure.”
– Nemertes Research, 2007
9
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
www.ITEXPO.com
IT Maturity & the Role of the MSP
Enterprise IT Department
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
• 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
10
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
www.ITEXPO.com
User Maintained VoIP
Hosted VoIP Services
Analog Phones
MPLS, Internet
Analog-IP Converter
IP Phones
WAN Router
Firewall
LAN
Switch
Premise LAN
PSTN
Voice Gateway
`
`
Service Assurance
Customer Premise
Non-Managed VoIP Services
11
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
www.ITEXPO.com
VoIP with Partial Outsourcing
Hosted VoIP Services
Analog Phones
MPLS, Internet
Analog-IP Converter
IP Phones
WAN Router
Firewall
LAN
Switch
Premise LAN
PSTN
Voice Gateway
`
`
Service Assurance
Customer Premise
Shared VoIP Management Services
Management of WAN router
Optional management of LAN services
Optional management of Security elements
12
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
www.ITEXPO.com
Outsourced VoIP Solution
Hosted VoIP Services
Analog Phones
MPLS, Internet
Analog-IP Converter
IP Phones
WAN Router
Firewall
LAN
Switch
Premise LAN
PSTN
Voice Gateway
`
`
Service Assurance
Customer Premise
Managed Hosted VoIP Services
Management of WAN router
Management of Premise Voice Gateway
Management of LAN
Management of IP Phone Configs
Management of Security
13
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
www.ITEXPO.com
End-to-End Visibility = Uptime
Visibility
and Control
Edge Visibility
and LEC/ Verizon
E-Bonding
Visibility or Control
Customer Site
LEC PoP
Verizon Business PoP
Automated
Dispatch to LEC
Switch
CSU/
DSU
Phone
Smart
Jack
M13-DS1
Fiber
to DS3
Mux
Mux
Fiber
Mux
FR/Private IP/
DS3-DS1 M13-DS1 ATM Internet
DXC
to DS3 Mux Switch
MPLS / FR / ATM /
Internet Network
Router
X
PC
Out-of-Band
Router Dial
Access
Verizon
Remote
Loop-Back
Points
Verizon
ITS
Test Points
Fault
Management
Proactive
Monitoring
Rapid Fault Isolation can save on average between 30 and 60 minutes of downtime per event.
Verizon Business “Expert System” – Rapid Fault Isolation (Subject of one or more U.S. patents pending)
*LEC Automated Dispatch is limited to U.S. locations only
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
14
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
15
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
www.ITEXPO.com
Thanks for Your Attention!
16
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
www.ITEXPO.com