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How  Predic+ve  Opera+onal  Performance  Can  Transform  a  Services  Organiza+on  

Garre;  Zorigian  

Director,  Global  Services  Strategy  &  Design  

Discover  how  one  company  reinvented  its  managed  service  business  by  using  Splunk>  to  turn  machine  data  into  a  Real  Time  Opera+ng  Performance  service  offering.  In  this  session  we’ll  explore  the  vision,  process  and  results  of  Polycom’s  journey  to  transform  a  hosted  service  into  a  Predic+ve  Opera+onal  Intelligence  business.      

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Agenda  

•  Introduc+ons  •  Polycom  &  Managed  Services  •  Mining  for  Gold  in  Mountains  of  Data  •  Predic+ve  Opera+onal  Performance  Model  •  The  Metrics  •  Q&A  •  Summary  •  Next  Steps  

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Polycom  at  a  Glance  

US$1.37B  Revenue  in  2013  US$584M  in  cash  and  investments  

Strategic  Partnerships  

Diverse,  global  ecosystem  of  partners  40+  Interoperable  MicrosoX  Lync  Solu+ons  Robust  MicrosoX,  BroadSoX  and  AT&T  Alliances  Market-­‐Leading  Ecosystem  

Customer  Momentum  

415,000+  customers  100%  of  the  Fortune  100  97%  of  the  Fortune  500  96%  of  the  Fortune  Global  100  

Industry  Momentum  

Polycom  named  Video  Conferencing  Leader  in  Forrester  Wave  Report      

Financial  Strength  

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Polycom  UC&C  Innova+on  Journey  

2011  2007  1998  1992  

Conference  Calling  

Video  Conferencing  

Immersive  Telepresence  

SoXware  Based    Mobile  Video  

2012  

Cloud-­‐Delivered  Video  Powered  by  Polycom   RealPresence  

PlaNorm  

Browser  Based  Video  

CloudAXIS  

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Polycom  Cloud  and  Managed  Services  

Managed  Hosted  RPP  •  Dedicated  RPP  

infrastructure  •  Sold  as  a  service  •  Managed  by  

Polycom  •  QoS  enabled  link  

Managed  On-­‐Prem  RPP  •  Infrastructure  

owned  and  racked  by  Enterprise  

•  Managed  by  Polycom  

•  Internet-­‐VPN  link  

VaaS  VMRs  •  Shared  

infrastructure  •  VMR  access  sold  in  

blocks  •  Internet-­‐based  

media  connec+ons  

EnterpriseNetwork

Polycom  RPN

Enterprise  DC

 

 

Internet

Polycom  RPN

EnterpriseNetwork

 

Internet

EnterpriseNetwork

Polycom  RPN

 

 

Internet

Managed  Endpoints  •  Polycom  remotely  

manages  Enterprise-­‐based  endpoints  

•  Enterprise  securely  connected  to  Polycom  management  NOC  

•  SLO-­‐based  agreement    

EnterpriseNetwork

Polycom  RPN

 

Internet

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The  Journey  to  Predic+ve  Opera+onal  Performance      

Mining  for  gold  through  mountains  of  data….  

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The  Metrics      Does  Splunk>  Return  the  Investment?  

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YES!  

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The  Journey  to  Predic+ve  Opera+onal  Performance-­‐      

What  would  they  be?  

What  would  R&D  ask?  

What  would  Sales  &  MarkeWng  ask?  

What  would  Services  ask?  

AND…  

What  if  you  could  ask  every  deployed  device  customers  are  using  today…    

…Ques+ons?    

How  valuable  would  those  Answers  be?  

What  ques+ons  are  you  asking?  

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Break  Fix  Inves+ga+on  (The  Sandstone)  

•  Value  −  Faster  manual  analysis  of  machine  data  −  Easy  breakthroughs  to  quick  value  −  Enhanced  technical  troubleshoo+ng  

capabili+es  

•  Reasons  to  keep  pushing  −  Reac+ve  −  Time  consuming  −  Manual  

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Proac+ve  Monitoring  (The  Headlamp)  

•  Value  −  Automated  problem  detec+on  −  Immediate  alerts  for  system  errors  

faults  and  failure  condi+ons  

•  Reasons  to  keep  pushing  −  Limited  insight  into  system  

performance  −  Response  comes  aXer  incident    

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•  Value  −  Predic+ve  models  of  behavior  created  for  

individual  systems  −  Data  becomes  &  engaging  and  informing  −  Proac+ve  aler+ng  and  historical  insights  

•  Reasons  to  keep  pushing  −  Limited  visibility  into  predic+ve  opera+onal  

performance  −  To  prevent  problems  and  incidents  before  

they  happen  −  Because  the  ‘gold’  is  just  a  few  more  swings  

away  (keep  the  momentum)  

Opera+onal  Visibility  (The  Granite)  

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Real-­‐Time  Performance  Insight  (The  Gold)  

•  Value  −  360°  View  of  opera+onal  performance  

from  the  customer’s  environment.  −  Dashboards  and  events  from  predic+ve  

modeling  of  ALL  systems  are  used  to  prevent  problems  and  iden+fy  trends  

•  Reasons  to  Keep  Going  −  “What!?”  −  Con+nual  service  improvement  −  Changing  technology  

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Predic+ve  Opera+onal  Performance  Building  a  Plasorm  for  World  Class  Managed  Services  Ac+onable  Visibility,  Insight,  and  Intelligence  

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Recommended  Reading  and  Research    

•  Books  −  Implemen+ng  Splunk:  Big  Data  Repor+ng  and  Development  for  Opera+onal  Intelligence  

(Community  Experience  Dis+lled)  −  Exploring  Splunk  

•  Video  −  Just  what,  exactly,  does  Splunk  do?  Jason  Conger  explains  it  all  from  Citrix  Synergy  2012    

•  Social  −  Twi;er-­‐  My  favorite  place  to  start    

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Q&A…  

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Thank  You