Performance & Availability Management

1. Performance & Availability Management Best Practices for Voice and Unified Communications May 2013

2. Definitions: What is Unified Communications? What is Performance & Availability Management Value of Performance & Availability Management Best Practices for Managing Performance & Availability in Unified Communications Session Agenda

3. Definition: Unified Communication Unified communications (UC) is the integration of real-time communication services such as instant messaging (chat), presence information, telephony (including IP telephony), video conferencing, data sharing (including web connected electronic whiteboards aka IWB's or Interactive White Boards), call control and speech recognition with non-real-time communication services such as unified messaging (integrated voicemail, e-mail, SMS and fax). UC is not necessarily a single product, but a set of products that provides a consistent unified user interface and user experience across multiple devices and media types. There have been attempts at creating a single product solution however the most popular solution is dependent on multiple products.

4. Unified Communications Components SIP Contact Center IP Telephony UnifiedCommunications Video Voice Mail Avaya MM Cisco Unity Presence & Collaboration Conferencing *Spending on telephony accounts for more than half of the total UC spending up through 2015 where 50.9% of UC expenditure is on IP Telephony

5. UC Business Benefits & Drivers

6. Definition: Performance & Availability Application performance management (APM), is the discipline that focuses on monitoring and managing the performance and availability of software applications. APM is the translation of IT metrics into business meaning (value). This discipline looks at workflow and related IT solutions deployed to detect, diagnose, and report on application performance issues to ensure that it meets or exceeds the expectations of end-users and the business. The first is measuring the resources used by the application. The second is measuring the End User Experience including the volume of transactions and response time of an application from the perspective of the end user.

7. Value: Performance & Availability Management • Provide complete visibility across core UC applications Project Risks Minimize Expensive Outages • Risks to Rapid Deployment • Dedicated resources with core project team • Dependency projects (WAN, LAN, DC, Exchange) • Competing projects (new sites, business drivers, etc.) • Reduce problem resolution time to maximize end user satisfaction Improve User Perception & Satisfaction Enable successful deployment of UC, Video, SIP & CC Ensure Successful Deployments • Risks to Value Management / Metrics • Financial impact of parallel systems at Call center sites • Decommissioning process (PBX, voice lines, voicemail, etc.) • Effect of write-offs of recently purchased telephony equipment Empower voice engineers and operators to support Unified Communications Optimize IT Operations & Resources

8. Value: Performance & Availability Management Operational Expense Drivers 10 year TCO for a 3 site 1500 employee configuration Complexity of Technology Maintain and Transform Operational Expense Functional Silos OpEx 4-5X CapEx Capital Ex Knowledge & Visibility VoIP TDM

9. Value: Performance & Availability Management Capacity Planning & Reporting Forensic Analysis • Where am I over/under-subscribed? • When/Where is my highest volume? • Where am I at highest risk? • What are positive trends? • What are negative trends? • When will I run out of capacity? • How do I improve availability? • How do I optimize performance? • Which Devices are Non-compliant? Proactive Insight

10. Value: Performance & Availability Management At 8:10pm last Friday, a 2008 Honda Civic hit a patch of ice and swerved off the road Your son Johnny has a lead foot and is currently driving 67 mph in a 55 zone Busiest time is 5:05 pm on Thursdays A tree has obstructed a lane which has slowed the traffic from 35 mph to 5 mph 34% of cars hit a pot hole 86 feet from Broadway & Central Park West I’m going 10 miles an hour right now Junction of 17th street and Broadway has a traffic light that works 97% of the time At the current rate, the road will become unusable on Dec 22nd, 2015 27% of all traffic accidents happen at 6th Avenue and 23rd Street At 2nd Avenue & 17thstreet, the capacity is highest and the road should be widened The busiest traffic day of the year is Nov 21st

11. Best Practices for UC Management Create an Effective Early Warning System Reduce MTTR and Eradicate Recurring Issues Optimize Operations and Environment Improve User Perception & Satisfaction Minimize Expensive Outages Ensure New Technology Success Optimize IT Operations & Resources Ad Hoc Service Aligned

12. Best Practices for UC Management Effective Early Warning System • Proactively monitor ALL critical UC Components • Leverage Alerts to identify minor issues • Fix minor issues before service impact • Fine Tune the environment

13. Best Practices for UC Management Reduce MTTR and Eradicate Recurring Issues • 80%+ of MTTR is diagnosis • Triage, Scope & Isolate quickly through contextual drill downs • Correlate across technologies and perform root cause analysis

14. Best Practices for UC Management Optimize Operations & Environment • Intelligently distribute workload and validate acceptance • Analyze Performance and Availability trends • Plan and Invest based on concrete data and information • Simplify Complexity

15. Discussion Easy to install, easy to manage, good on line documentation, great support and really great features make Prognosis a proud 21st Century application.” Dan Maniu, IT Architecture Manager - Cegedim Dendrite