Automating On-Boarding and Off-Boarding Through …...Automating On-Boarding and Off-Boarding...
Transcript of Automating On-Boarding and Off-Boarding Through …...Automating On-Boarding and Off-Boarding...
Automating On-Boarding and Off-Boarding Through
ServiceNow and Provisioning Portals for Avaya and
Skype for Business
David Raanan, Partner, Starfish Associates
Bill Magnuson , Director of Unified Communication, Reed Elsevier
Today’s Objectives
• Discuss options and benefits of automating telecom administration workflows by integrating with IT infrastructure components like Microsoft Active Directory, Identity Managers and IT Service Management Systems
• Case Study:
• Review how Reed Elsevier addressed telecom management challenges withStarfish Provisioning Solutions.
Company Overview
Starfish is a leading provider of telecom software solutions.
Starfish offers multi-vendor unified communication and contact center
solutions to enable organizations to streamline and optimize telecom
business processes.
Our solutions are deployed in large global enterprises and Fortune
500 companies.
Starfish is headquartered in Bridgewater, NJ.
Automating telecom business processes drives operational efficiencies and
significantly reduces cost of ownership by streamlining and optimizing the
management of increasingly complex telephony environments.
Automation
Self-Service
Monitoring & Optimization
Our approach to achieving business value:
Streamlining Telecom Business Processes
Automating Telecom Business Processes
• Streamlining and automating telecom business processes
drives operational efficiencies and significantly reduces cost
of ownership by simplifying the handling of increasingly
complex telephony environments.
• Starfish technology platforms are widely deployed in many of
the largest enterprises, automating over 1 million
transactions around fortune 500 and large enterprise
companies in the last 12 months.
Technology Platform – Architecture
Starfish
Workflow & Sync
Engine
Telecom
Connectors
Active
Directory
Identity Management
Systems
HR Management
Systems
IT Service
Management
Custom
Web Services
Starfish
Directory
Starfish Database
IT Connectors
Avaya Cisco MicrosoftContact Center
Applications
Solution
Portals
Starfish Automation Architecture
The Starfish Database maintains the telephony context: systems, dial plans, available extensions
Technology Platform – Architecture
The Starfish Database also maintains available extensions by ranges.
Technology Platform – Architecture
The Starfish Directory maintains the associations of users to telephony resources.
Starfish Sync and Workflow Engines
Starfish Sync Engine keeps data stores up-to-date by synchronizing data
with IT and telephony sources of truth – i.e. user data from IT components
and telecom data from the telecom components.
Starfish Workflow Engine tracks lifecycle events of users through connectors
and implements business logic by triggering administration transactions (aka
MACD):
• Add User
• Modify User
• Delete user
• Move User
• Disable User
• Enable User
Telecom Admin Automation: AD Integration
Active Directory Provisioning Demo
Case Study: Integration with Identity Management
One of the nation’s largest mortgage lenders with over 13,000 employees and many lines of
business. Telecom environment Avaya with multiple CMs, CMSs, AVST voicemail and NICE
call recording.
Telephony On-boarding Workflow:
• Microsoft FIM reads an HR database and synchronizes the data to Starfish Provisioning
Solution (SPS).
• SPS determines the new user’s role:
• If the new user is not a contact center agent:
• Allocate an extension from a range corresponding to the line of business and
location.
• Determine which PBX and voicemail system to use.
• Create a station on CM with the LOB template.
• Create an AVST mailbox.
• Send a Welcome Board message to the user and notification to administrator.
Case Study: Integration with Identity Management
If the new user is a contact center agent:
• Allocate a station extension and login ID extension from ranges
corresponding to the line of business and location.
• Create a station on CM with the LOB template.
• Create an AVST mailbox.
• Create an agent login ID and skill it based on the agent role.
• Create user and configure settings on the NICE call recording server.
• Send a Welcome Aboard message to the user and notification to
administrator.
Case Study: On-boarding Workflow
Starfish
Provisioning
Solution
Create
CM Station
Create
AVST mailbox
Create
CM Station
Microsoft
FIM
1
2
Pho
ne #
up
date
Create
Agent login ID
Update CMS
Configure
Call Recording
Create
AVST mailbox
Send
Notifications
Send
Notifications
3
4
5
6
7
2
3
4
5
User Agent
Case Study: Integration with IT Service Management
One of the nations largest insurance companies with over 30,000 employees.
Telecom environment is a mix of Avaya and Cisco communication platforms and
voicemail systems.
Telephony On-boarding Workflow:
• Hiring manager completes a telephony request in the IT ticketing system with
details of the new user including position, location and telephony options.
• Starfish Provisioning Solution (SPS) polls for requests: If it gets a telephony
request it marks it as assigned and triggers appropriate transactions. Based on
user details in the ticket, SPS will create Avaya and Cisco telephony resources.
• Upon successful execution of related transactions, SPS changes the status of
the ticket and communicates the new resource details to the billing system.
• SPS updates the HR system with the new phone number.
Process Automation: ServiceNow Integration
Service Desk User
ServiceNow
Starfish
Workflow & Sync Engine
Telecom
Connectors
Avaya Cisco MicrosoftContact Center
Applications
Web Services
Starfish Call Flow Building Blocks
Starfish Provisioning Activity
Packs for ServiceNow
Orchestrating On-boarding Workflow for ServiceNow
Telecom Admin Automation: ServiceNow Integration
ServiceNow Provisioning Demo
Case Study:
• World-leading provider of information and analytics for professional and business customers across industries.
• Global company serving customers in more than 180 countries and employing approximately 30,000 people.
• Operate in four major market segments: Scientific, Technical & Medical: Risk & Business Analytics; Legal; and Exhibitions.
• Learn more: http://www.relx.com
Case Study:
• Technical Landscape• Avaya Elite Enterprise – ~18,000 Stations (Globally)
• 2, 4 CMs – NA, APAC, EMEA• # Gateways
• Avaya Elite - ~4,300 Contact Center Specialist (Globally)• Interaction Center • Experience Portal• Productive Outreach Manager (POM)• Breeze• Verint – Quality, Scheduling and Adherence• Modular Messaging
• Microsoft Lync 2013 - ~43,000 Configured Users (Globally)• 5, 6 LyncPools (NA, APAC, EMEA)• All Modalities (IM, Presence, Conferencing, Persistent Chat, Enterprise Voice)
• Office 365 Unified Messaging (Lync/Avaya)
• Moving to Skype for Business - 2017
• Sonus (6) 5K (Level 3, AT&T, Verizon), 2K, 1K, Tenor – SIP Enabled Carrier Class Network• Polycom RealConnect – SIP Enabled Multimedia Environment
Case Study:
Telecom Administration Challenge: was how to streamline and automate labor-intensive, time-consuming process of on-boarding and off-boarding in a multi-vendor telephony environment with increasing business growth with the same resource (23 FTE) base at substantial cost reduction (-$1M annually).
• Manage the migration of knowledge workers from Avaya to Lync 2013
• Streamline and automate knowledge users telephony management through ServiceNow requests
• Improve Contact Center agents on-boarding and off-boarding process which is currently prohibitable slow, cumbersome and error-prone
Case Study:
Manage migration of knowledge workers from Avaya to Lync 2013
• Implemented process• Manual process using spreadsheets to plan and keep track• Use ASA to disable stations on Avaya CM • Use ASA to later remove disabled stations• Use MS Admin tool and power shell scripts to create and enable
Lync users and UM Mailboxes• Use spreadsheets to manage configurations, phone numbers and
logs.
Time consuming, error prone, poor visibility due to manual log keeping.
Case Study:
Manage migration of knowledge workers from Avaya to Lync
Revised Process• Migration application reads a list of users to migrate and
automatically triggers a migration workflow• CM stations are disabled and marked for later removal• Lync users and UM mailboxes are automatically configured based
on AD user profiles and associated with allocated phone number from managed ranges
• Cleanup service removes marked extension after a configurable delay
• All transactions are logged
Case Study:
Manage migration of knowledge workers from Avaya to MS Lync 2013
• Revised Process
• Starfish Provisioning Portal enables admin on-board new users:
• Search and select AD users
• Automatically enable and configure Lync settings and enabling UM mailboxes
• Trigger single transactions or batch jobs for multiple users.
On-boarding and migrating Lync users
Starfish
Workflow & Sync
Engine
Migration
Applications
Provisioning
Portal
Starfish
Directory
Starfish Database
CM MS UM Lync
Provisioning Portal
Select user from
Active Directory
Enable and config
voice and UM
mailbox
Case Study:
Manage migration of knowledge workers from Avaya to MS Lync 2013
• Results
• Fast efficient and precise execution of pre-defined work flows
• Dramatic improvement of operation efficiency
• 6,000 users in 23 sites migrated cleanly to the new environment
• Provisioning Portal heavily used for on-going management
Case Study:
• Streamline and automate provisioning of knowledge users and contact center agent through ServiceNow requests
• Alignment with enterprise wide initiative to leverage cloud based ITSM
• Implemented process• Use spreadsheets to maintain list of agents to provision or remove• Execute manually a 7 step process to connect to 6 different
systems to create accounts and update databases.• Use spreadsheets to keep track of which login IDs were -created
and removed, manage ranges manually• Process duration around 3 hours.
Case Study:
• Improve Contact Center agents on-boarding and off-boarding process
• Improved Process• Drive all provisioning service requests using ServiceNow,
leverage its self service capabilities• Starfish Provisioning Service automatically triggers pre-defined
workflows to create and configure accounts in all relevant target systems
• All transactions a logged and reported on• Process duration around 3 seconds with no manual
processing.
User experience driven by ServiceNow
• End users are directed to the serviceNow portal to request a phone or make telephony
requests like resetting voicemail password.
User experience driven by ServiceNow
Approval process workflow defined in ServiceNow
Automatic fulfilment of the request by Starfish
Provisioning Service
Starfish
Provisioning
Solution
Create
CM Station
Enable voice for
Lync user
Determine
realm
ServiceNow
Tra
nsa
ctio
n r
esu
lts
Create
Agent login ID
Update CMS
Dictionary
Create MM/AAM
Mailbox
Enable MS UM
Voicemail
Create IC
Agent
User Agent
Create CM
Station
Create MM/AAM
MailboxUpdate OA
Reporting groups
x
Update Verint
EmailNotification
x
Case Study:
• Improve Contact Center agents on-boarding and off-boarding process
• Results• Streamlined and automated on-boarding/off-boarding process
• Self service capability extended to end-users using ServiceNow
• Dramatic improvement of efficiency: execution duration down from hours to second.
• Automatic management and tracking of extensions: NO MORE SPREADSHEETS
Case Study:
• Next Steps
• Move from Lync 2013 to Skype for Business
• Track inventory and integration with billing system for chargeback
Thank You for Attending!
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709: Case Study: Automating On-Boarding and Off-Boarding Through ServiceNow and Provisioning Portals for Avaya and
Skype for Business