trends and innovations in cloud and managed services
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What we will be covering:Trends in Cloud and Managed ServicesDifferences and Cloud OptionsGlobal StandardsHow Cloud Services improve TCO
2© Current Analysis Inc. All rights reserved.Washington, DC / London / Paris
October 22, 2013
Trends and Innovation in Cloud and Managed Services: Current Analysis
Perspective
Bruce PageVice President, Custom Research
3© Current Analysis Inc. All rights reserved.
Enterprise Communications Management: A Balancing Act
Enabling Business Initiatives & Competitiveness
Driving improved Return on IT Investment & Assets
Managing a Growing Base of Increasingly Complex IT Applications
Maintaining / Improving Service Quality
Complying with Regulatory & Compliance Mandates
Enabling Increasingly Mobile Workforce
Achieving IT & Business AgilityAND always doing More with Less
Keep the lights on while…
4© Current Analysis Inc. All rights reserved.
Cloud & Managed Services Leveraging Supply- and Demand-Side Trends
Globalization, cost control, & and service innovation are key drivers
Economic/
Budget Pressur
esPush
to
Impro
ve
Busin
ess
Effica
cyM
aturing
Technology
/ Delivery
Mod
els
Ric
her
Por
tfol
ios
and
Impr
oved
Rel
iabi
lity
Globalization
• Continued fiscal challenges• Need to be more agile• Greater efficiency
• Advances in virtualization, automation, and orchestration
• Increased network connectivity and bandwidth
• Maturing service provider business models
• Broader and deeper provider solution sets
• Better integrated security
• Improving delivery
Cloud &
Managed
Services
• Compete in new locales
• Expedite technology deployment
• Accelerate product development
• Speed time to market
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Rapid Move to the Cloud Across All Key Industries, 2012-2014
By 2014, 28% of organizations plan to deliver over 20% of their overall IT application burden via Cloud architectures
HP Restricted
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Enterprise Apps and E-Mail Most Commonly Deployed to Cloud
E-mail, UCC, and Storage Lead Cloud Procurement Plans
Unified communications
Storage on-demand
Enterprise applications
Desktop applications
Computing on-demand
Bandwidth on-demand
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
26%
36%
48%
36%
40%
24%
17%
15%
13%
8%
8%
22%
10%
5%
60%
51%
44%
56%
38%
66%
79%
Top 7 Cloud Applications for Cloud DeploymentCurrently there Expected Don't know/Can't say
Source: Current Analysis 2012 Collaboration Research
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Staff time is at a premium… how best to optimize their time?
For data networks, voice, video, cloud IT, collaboration, mobility…
Maximizes control over enterprise IT systems; agility
But requires more staff time & training in order to manage increasingly complex networks & systems
Allows re-allocation of staff time & training
But requires strong process definition & governance
Removes capex investment requirements
But requires strong organizational alignment with service provider
Optimize IT resource allocation within each service domain to best support the business’s goals
Self-Manage own CPE 3rd Party Managed CPE Full Outsourcing & Cloud
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Growing preference for Cloud & Managed UC & Collaboration
Which deployment model is preferred for your UCC project?
Premises-based, 3rd party (VAR, etc.) managed
Vendor hosted dedicated
Partner hosted dedicated SaaS
Service provider hosted dedicated
Premises-based, service provider managed
Vendor hosted cloud
Service provider hosted cloud
Premises-based, self-managed
0% 5% 10% 15% 20% 25%Total US Europe
Source: Current Analysis 2012 Collaboration Research
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Enterprise adoption plans for management services for Smartphones
60-70% of enterprises plan to use Mobile Device Management Services
Application management
Device procurement
Security
Software / version management
Configuration and trouble shooting
Logistics (i.e., ordering)
Device management
Network services
Expense management
0% 20% 40% 60% 80%
Next 12 months 13-24 months
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Cloud & Managed Services: Right Solution, Right Time?
As IT management challenges mount, Cloud and Managed services solutions are also maturing, becoming attractive to a new set of potential customers
Interoperable
Instill
Consistent
Processes
Reduce Complexity
Easy to
pay for Cloud & Managed Services Solutions
11© Current Analysis Inc. All rights reserved.
Communications Managed Services: Differentiators
Demonstrated TCO improvement from similar use cases (domain-level, engagement type)
Performance metrics as measured by SLA commitments, variances and penalties
Standardized processes used in service delivery
Maturity of customer management processes & service management
Platform used to monitor and manage the customer’s environment
Geographic reach, including in-region language support
Capabilities of the service provider’s customer portal across the engagement lifecycle
Ability to integrate customer’s existing communications solutions
Capability to manage multi-vendor environments
Modular service offerings with tiered service levels
Regional and Local support capabilities
“Operational Excellence:” Easy to say, but harder to deliver
12© Current Analysis Inc. All rights reserved. 12Proprietary and Confidential© Current Analysis Inc. All rights reserved.
Bruce PageVP, Custom ResearchCurrent Analysis, Inc.bpage@currentanalysis.com
Thank You
Trends and Innovationsin Cloud and Managed Services
Roberto SchmidlVice President , Global Cloud Sales
© 2013 Avaya Inc. All rights reserved. 14
The Market We Are In…The Perfect Storm
Over 1 Billion tabletsby 2016
72% permitting employee devices for business
Mobile devices spending will exceed PC 4x
400 Million PCs in 2014to be VDI
Video soft clients increase 400% from 2010-13
¾ of all mobile apps have been be integrated with enterprise services since 2012
Consumerizationof IT / BYOD
Collaboration Driving Growth
The Ageof the Cloud
Cloud computing marketis a $74 Billion industry
“Digital universe” grew to 2.7B in 2013, up over 50% from 2011
Over 80% of new appswill be deployed/distributedon clouds
*Source Marc Randall SVP Avaya Networking, Technology forum 2012 based on Gartner and Yankee Group 2011info
© 2013 Avaya Inc. All rights reserved. 1515
IT Leaders Under Siege
Budget constraints
Legal and regulatory requirements
Demands of internal corporate governance
Human resource issues
Day-to-day Distractions:
Perhaps theMost Complex:
Managing the communications component of the IT domain Customers
– Communications are nowvery personal, creating greater demands and challengesfrom user organizationsand business units
Technological Change– Fast-paced, often tumultuous,
and ongoing; winners unclear
© 2013 Avaya Inc. All rights reserved. 1616
Mastering the Current Environment
A critical foundation to build on, but only one of several
factors that allow the IT executive to anticipate events,
control outcomes, and lead
Strong Technical Knowledge
Incorporation of Exciting,New Technologies
For example, business users self-deploying smartphones and tablets
The hard-and-fast boundaries between work and home devicesand applications are quickly evaporating
The incorporation of collaboration, like SharePoint, personal video, mobile UC apps, etc.
Tie it together - provide access to business critical information
Should enable the corporate vision without slowingthe forward march of the organization
Should align with line of business (LOB) objectives
Should empower employees and enable choices
© 2013 Avaya Inc. All rights reserved. 17
Cloud and Managed Services Can Help
Customers Want to Realize Benefits of New Solutions
Increased Solution Functionality &Complexity
Ability to Consume Functionality & Complexity
TechnologyAdoption Gap
Adoption optimizesthe business value
Mitigate Risk
Optimize Solution Performance
Reduce TCO
Drive Business Value
© 2013 Avaya Inc. All rights reserved. 18
CaaS
Private
Per User
Public
Rental
Utility
Hosted
AOB
High Water Billing
Who Knew “Cloud” Could Mean So Many Things?
What is Cloud?
Managed Servicesare often included but
not the same asCloud
© 2013 Avaya Inc. All rights reserved. 19
Avaya Collaborative Cloud™ PortfolioCustomer Choices
Next Gen PublicCloud
AvayaLive™ Connect
Avaya OperationsServices
AvayaCollaboration
Pods
Hosted CloudEnablementPublic Cloud
PrivateCloud
Build Out
CAPEXPerpetualLicense
On-Premises
OPEXSubscription
LicenseCloud
Build Manage Enable Deliver
AvayaUC/CC/Videoas-a Service
Pri
vate
Pu
bli
cH
ybri
d
Managed Private Cloud
- Contact Center
Managed Private Cloud
COS andCOS Ex
AvayaOn-PremiseUC/CC/VideoProducts &
Services
Cloud Enablementfor UC and
CC
Cloud Enablement
for Video
© 2013 Avaya Inc. All rights reserved. 2020
Dedicated(Private)
Shared Multitenant
(Public)
Hybrid(Assets on PremiseApps from cloud)
Managed Services
Assets on premiseOwned by CustomerManaged by 3rd Party
Outsourced (COS)
Assets on premiseOwned by 3rd Party
Managed by 3rd Party
Hosted
Assets hosted by 3rd PartyOwned by 3rd Party
Managed by 3rd Party
Implication: Large Enterprises are not quite sure as to what implications Cloud will have on their business, but are expecting a solution that offers cost savings, control, leverage and security first and scalability, flexibility, standardization and homogeneity in the long-run
CloudServices
Avaya Offers Flexible Business Models
OPEX MODELS
Customers Are Seeking Creative Business ModelsCustomer Drivers for OPEX Models Cash Management:
– Consume all network, telephonyand applications as a service
– Use capital in other areas of business Flexible Delivery Options
– Up-scale, down-scale on demand– Hosted, On Premise Managed, Hybrid
Managing and Reducing IT Complexity
– Reluctance to hire staff to manage VoIP/UC technology complexity
– End-to-end SLA Total Cost of Ownership
– Potential for cost savings, including people, capital & operating cost
– Virtualization and shared infrastructure lowers the cost to deliver services
Managing Obsolescence– Refresh as technology evolves
Corporate-wide Standardization Customer facing differentiation
© 2013 Avaya Inc. All rights reserved. 21
Public vs. Private Cloud
Multi-Tennant – more than a single customer uses a shared platform
Lower cost/price and usually lower features
Limited “custom” options – usually rate carded
Hosted off premise
Built specifically for that customer
10-15% more expensive
Total flexibility in the design
On or off premise options
Cloud option for enterprises with security or shared tenant issues (Financial / healthcare)
AV UCaaS/CCaaSPublic
(Management Services Optional add-on
AOS Opex ModelPrivate
(AOS Management included)
AOS COS Express Model Hybrid
(AOS Management included)
Public Private Hybrid
What does this mean in Avaya?
On or off premise options
Standard configurations offered
Limited “custom” options - usually rate carded
© 2013 Avaya Inc. All rights reserved. 22
Avaya Cloud Transformation OffersServices for the Enterprise
Assess and determine most optimal communications delivery model
Cloud Design& Integration
Cloud TransformationStrategy
CommunicationsDelivery Strategy
Determine the most appropriate cloud communications solution and delivery model for the organization
Prepare designs for communications integrationof a client’s business process / back office apps
© 2013 Avaya Inc. All rights reserved. 2323
Service Delivery and Support
Backed up by Contractual Service Level Agreement and Underpinning Contracts
Core Value and Model
Implementation & Program Support
Service Delivery Support Model Client Management Experience
Solution Design Engineering Support
Program Management Office
Seamless Service Assumption and Transition Process through To “Day 2” Production Support
Program Governance & Ownership
Underpinning AOS Quality Governance Program
Governed by ITIL Standards
End to End ITIL Process Driven
Dedicated/Designated Solution Support Engineering Teams
Core Competencies and Dedicated
Dedicated Client Service Executive and Program Director
Dedicated/Designated Service Delivery Manager and Liaison
Dedicated/Designated Client Business Manager
Service Level Management
Risk and Financial Management
CSAT Champion
Currently Managing: 3.5M plus UC /Telephony
ports 350,000 CC agents 1.3M plus Data and
Ethernet ports 56,000 hours of managed
video support
Avaya Matrix Management Platform
95% + Incident Detection
Platform Enabled ITIL Processes
Vendor Agnostic
Bi-Directional eBonding (Ticketing and/or Inventory Systems)
Transparent Customer Portal
© 2013 Avaya Inc. All rights reserved. 24
Single Pointof Contact
Accountability Through SLAs and a Single Pointof Contact and Management
Flexible SLA progression is available to meet your business needs
Maintain your workforce’s performance
Proactive global service for allof your accountneeds
Delivered 24 X 7in language
Supported byAvaya Matrix
Built with industry standard components & Avaya IP
Delivered through personalized web portal experience
Service Level Agreements
Integrated Management
© 2013 Avaya Inc. All rights reserved. 25
ITIL Alignment
Strong Governance and ITIL® AlignmentEnsures Success of Your Environment
Ensuring you are kept aware of activity in your environment through:
Security and Access Reporting Escalation Project Coordination
and Planning Management and
Oversight
Single, definable, repeatable, and scalable IT framework for the entire organization
Clearly identifies roles and responsibilities for Service Management
Defines IT in terms of services rather than systems
GovernanceModel
Helps reduce capitalIT costs
Improves communication between IT and other departments
Supports improvementof IT performance
Enhances ability of ITto adjust to changing business needs
What It Means Benefits
© 2013 Avaya Inc. All rights reserved. 26
Client PortalInteractive
Management
Transparency Gives You Easy Accessto Your Information
Incident Management Change & Release Management Problem Management Configuration Management Service Request Management Ordering & Billing Knowledge Base Reporting
Customizable landing page Role based personalization HTML 5 based for browser
access from any device Two-factor authentication (2FA) Multiple language support Single sign on
Interactive toolgiving visibility into
your network
Web-based interfacefor enterprise
application users
© 2013 Avaya Inc. All rights reserved. 27
Summary - Challenges and Value Proposition
Limited IT budgets, Limitedto No Capital
Increasingly complex application environments
Limited IT resources. Increasing cost to attract, retain and train.
Increasing costs to purchaseand maintain IT tools.
Challenging to manage system obsolescence and integration
Aging Infrastructure but limitedto no capital available
Require flexibility on users (up/down)
Reduce Total Cost of Ownership (Operations, Staff, Tools, Training, HW/SW)
Business Model– Opex– Predictable Cost– Simple, Flexible
Outsource Complexity– System Integration– Obsolescence Management– IT Communication Skill sets
Improve Productivity– Advanced Applications
Deployed Quickly
Today’s Challenges Services Value Proposition
© 2013 Avaya Inc. All rights reserved. 28
Snapshot: Global ManufacturerUC Deployment Success
SolutionChallenge Results
Aging TDM infrastructure not meeting the client’s business needs
Requiring a next-generation UC platform migration path
Limited capital budget so client did not want to own or operate any equipment
Complex global solution supporting 75,000 ports over 700 sites
Migration path to Avaya Aura®
Total Avaya Opex Utility Model solution
Avaya/client process and tool integration
Complex global billing solution
Complete Avaya Aura® Transformation over thenext three years
Creation of regional, primary core data centers in the Americas, EMEA, and APACto support all users
Reduction in total cost of ownership
Fully operating expense solution with predictablepricing and global reach
Support mission to fully own and operate networkTransform to next-generation UC platform
© 2013 Avaya Inc. All rights reserved. 29
Review and Close
Trends- Strong Growth in Cloud and Managed Services
Public, Private and Hybrid- Options depend on your business Global Standards- Ensures connectivity and reach
TCO – Savings over 20% by Reducing Complexity, increasing productivity and maximizing performance
Process People Presence Capacity Performance
© 2013 Avaya Inc. All rights reserved. 30
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