Copyright 2014 Riverbed Inc. Confidential.1
Kevin McGowanPrincipal ConsultantJune 30, 2014
Bring it full circle:Lifecycle Management is the key to successful Unified Communications
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Agenda
• State of Unified Communications
• Lessons Learned
• UC Lifecycle Management Defined
• UC Lifecycle Management Program
• Phase-by-Phase Lifecycle Overview
• UC Lifecycle Management Benefits
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State of Unified Communications
• Rapid evolution from VoIP to UCC
• Vendor-specific approaches
• Little interoperability
• On-premise vs. cloud
• Distributed systems and applications
• Location-independent users
• Ad hoc business process integration
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Lessons Learned
Moves, adds, and changes
run amok
Frustrating end-user
experiences
Underutilized resources
Lack of management and support
visibility
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Plan
Design
ImplementOperate
Optimize
UC Lifecycle Management Defined
• Introduces proactive management approach
• Driven by change
• Standardizes processes
• Focuses on business and technical impacts
• Enables verification and operational readiness
• Emphasizes the end-user experience
• Supports richer performance and utilization measurements
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3
Determine proper implementation model for UC changes:
• Define required change model for each change level (e.g., pilot, single/multi-phase)
• Determine the appropriate implementation schedule and cadence for each change level
Change Implementation
Model
2
Define UC change levels based on the following criteria:
• End-user impact: What is the expected impact on workflows, training needs, and barriers to adoption?
• Change type: Is the change a new component/service or an update to an existing one?
• Management impact: What tools, systems and processes will be required to support the change?
Change Definition
UC Lifecycle Management Program
1
Identify technical and business decision makers and contributors:
• Technical representation from engineering, ops, and customer service to focus on implementation design, processes, supporting systems, and performance measurements
• Business representation to focus on ROI, implementation costs, and management/support costs
Change Management Committee
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Plan
Design
ImplementOperate
Optimize
UC Lifecycle Management: Plan
1. Management committee focus: • Change impact and schedule• Technical impact of change • Resources/skillset requirements• End-user training needs • Operational system/process
requirements• Pre-change performance and
implementation baseline• Estimate business and revenue
impact• Estimate high-level budget for
change
2. Plan stage requirements:• Review expected impact scope• Propose revenue and business
impact plan that includes costs for operations, end-user training, management and support system tools
• Recommend change implementation model
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UC Lifecycle Management: Design
1. Management committee focus: • Detailed change implementation
design• Expected end-user impact• End-user and implementation team
training requirements• Operational system/process
requirements• Review pre-change performance and
implementation baseline analysis• Change, implementation, and support
costs
2. Design stage requirements:• Complete detailed implementation
design• Complete end-user and
implementation team training • Settle on post-change performance
and implementation expectations• Develop comprehensive
implementation plan• Develop comprehensive change
verification and operational transition plan
• Agree on change implementation schedule
Plan
Design
ImplementOperate
Optimize
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UC Lifecycle Management: Implement
1. Management committee focus: • Implementation design feedback• Implementation process, rate, and
schedule feedback• End-user impact and training
feedback• Management/support systems,
processes, and tools feedback• Change implementation costs
2. Implement stage requirements:• Verify implementation standards• Achieve implementation rate• Evaluate issues, use of new features,
and training requirements to get a snapshot of end-user performance and adoption
• Evaluate resources and supporting systems against implementation design for call performance, bandwidth utilization, gateway/SIP trunk utilization, etc.
• Monitor actual versus budgeted implementation costs
Plan
Design
ImplementOperate
Optimize
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UC Lifecycle Management: Operate
1. Management committee focus: • Post-change end-user performance,
usage, and adoption feedback• Management/support systems,
processes, and tools feedback
2. Operate stage requirements:• Integrate standard management and
support systems and processes• Verify use of new features and
training requirements align with end-user performance and adoption objectives
• Enable end-user troubleshooting/remote endpoint control
• Ensure resources/supporting systems support call performance, bandwidth utilization, gateway/SIP trunk utilization, etc.
• Verify configuration changes adhere to implementation design standard
Plan
Design
ImplementOperate
Optimize
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UC Lifecycle Management: Optimize
1. Management committee focus: • UC assessment input for future
change implementation consideration
2. Optimize stage requirements:• Conduct a comprehensive analysis
of system, resource, and end-user performance; endpoint, feature, and application usage; end-user service impacts; and device/resource utilization• Compare all measurements
against expected design standards
• Conduct an assessment of management/support processes, systems, and tools
• Identify and remediate any issues• Make further recommendations to
reduce costs and optimize management and utilization
Plan
Design
ImplementOperate
Optimize
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UC Lifecycle Management Benefits
Improved ROI• Standardized processes shorten implementation
timeframes, accelerating time to value and cost reduction benefits.
EnhancedAdoption
• Increased visibility into end-user usage and performance supports changes to training or implementation models while ensuring the expected level of end-user adoption is achieved.
Accelerated Change
• Confidence to not only accelerate the implementation rate, but also the number of major changes within your network.
Superior user
experiences
• Enables organizations to deliver positive end-user experiences while increasing user productivity.
Consistent Managemen
t
• Ensures all required management systems, processes, and training are available to support planned changes.
Reduced Costs
• Eliminates unexpected end-user or service impacting issues.
• End-user visibility and control reduces mean time to repair and reliance on users to assist with troubleshooting processes.
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Bring it full circle:Lifecycle Management is the key to successful Unified Communications
Kevin [email protected](415) 577-0533
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Thank You
Copyright 2014 Riverbed Inc. Confidential.14
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