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What we will be covering:

Trends in Cloud and Managed Services


Differences and Cloud Options
Global Standards
How Cloud Services improve TCO

Trends and Innovation in Cloud and Managed


Services: Current Analysis Perspective
October 22, 2013
Bruce Page
Vice President, Custom Research

Current Analysis Inc. All rights reserved.

Washington, DC / London / Paris


2

Enterprise Communications Management: A Balancing Act


Keep the lights on while
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 Agility

AND always doing More with Less

Current Analysis Inc. All rights reserved.

Cloud & Managed Services Leveraging Supply- and Demand-Side Trends


Globalization, cost control, & and service innovation are key drivers
Compete in new locales
Expedite technology
deployment
Accelerate product
development
Gllo
Speed time to market G
ob
ba
alliiz
za
attiio
on
n

Broader and deeper


provider solution sets
Better integrated
security
Improving delivery

Current Analysis Inc. All rights reserved.

R
PPoRiicchhe
oos orrttffo err
s
ol
IIm
mp aanndd lii
pro
RRe eedd rovv
el
lliit liiaabbi
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Economic
Economic
// Budget
Budget
Pressures
Pressures

Cloud &
Managed
Services

Continued fiscal challenges


Need to be more agile
Greater efficiency
tto
o
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Advances in virtualization,
automation, and
orchestration
Increased network
connectivity and bandwidth
Maturing service provider
business models

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

Current Analysis Inc. All rights reserved.

HP Restricted

Enterprise Apps and E-Mail Most Commonly Deployed to Cloud


E-mail, UCC, and Storage Lead Cloud Procurement Plans
Top 7 Cloud Applications for Cloud Deployment
Don't know/Can't say

Bandwidth on-demand

Expected

17%

Computing on-demand

5%

24%

E-mail
Desktop applications

Unified communications

79%

10%

66%

40%

22%

36%

Enterprise applications
Storage on-demand

Currently there

8%

48%

56%

8%

36%

26%

38%

13%

15%

44%

51%

60%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Source: Current Analysis 2012 Collaboration Research

Current Analysis Inc. All rights reserved.

Staff time is at a premium how best to optimize their time?


For data networks, voice, video, cloud IT, collaboration, mobility
Self-Manage own CPE

Maximizes control
over enterprise IT
systems; agility
But requires more
staff time & training in
order to manage
increasingly complex
networks & systems

3rd Party Managed CPE

Allows re-allocation of
staff time & training
But requires strong
process definition &
governance

Full Outsourcing & Cloud

Removes capex
investment
requirements
But requires strong
organizational
alignment with service
provider

Optimize IT resource allocation within each service domain


to best support the businesss goals

Current Analysis Inc. All rights reserved.

Growing preference for Cloud & Managed UC & Collaboration


Which deployment model is preferred for your UCC project?

Premises-based, self-managed
Service provider hosted cloud
Vendor hosted cloud
Premises-based, service provider managed
Service provider hosted dedicated
Partner hosted dedicated SaaS
Vendor hosted dedicated
Premises-based, 3rd party (VAR, etc.) managed
0%
Europe
US

5%
Total

10%

15%

20%

Source: Current Analysis 2012 Collaboration Research

Current Analysis Inc. All rights reserved.

25%

60-70% of enterprises plan to use Mobile Device Management Services


Enterprise adoption plans for management services for Smartphones
Expense management
Network services
Device management
Logistics (i.e., ordering)
13-24 months
Next 12 months

Configuration and trouble shooting


Software / version management
Security
Device procurement
Application management

0% 10% 20% 30% 40% 50% 60% 70%

Current Analysis Inc. All rights reserved.

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

Cloud &
Managed
Services
Solutions

Current Analysis Inc. All rights reserved.

10

Communications Managed Services: Differentiators


Operational Excellence: Easy to say, but harder to deliver
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 customers environment

Current Analysis Inc. All rights reserved.

Geographic reach, including inregion language support


Capabilities of the service providers
customer portal across the
engagement lifecycle
Ability to integrate customers
existing communications solutions
Capability to manage multi-vendor
environments
Modular service offerings with tiered
service levels
Regional and Local support
capabilities

11

Thank You

Bruce Page
VP, Custom Research
Current Analysis, Inc.
bpage@currentanalysis.com

Current Analysis Inc. All rights reserved.

Proprietary and Confidential

12

12

Trends and Innovations


in Cloud and Managed Services
Roberto Schmidl
Vice President , Global Cloud Sales

The Market We Are InThe Perfect Storm

Consumerization
of IT / BYOD

Collaboration
Driving Growth

The Age
of the Cloud

Over 1 Billion tablets


by 2016

400 Million PCs in 2014


to be VDI

Cloud computing market


is a $74 Billion industry

72% permitting employee


devices for business

Video soft clients increase


400% from 2010-13

Mobile devices spending


will exceed PC 4x

of all mobile apps have


been be integrated with
enterprise services since
2012

Digital universe grew to


2.7B in 2013, up over 50%
from 2011

2013 Avaya Inc. All rights reserved.

Over 80% of new apps


will be deployed/distributed
on clouds

*Source Marc Randall SVP Avaya Networking, Technology forum 2012 based on Gartner and Yankee Group 2011info

14

IT Leaders Under Siege


Day-to-day
Distractions:
Budget constraints
Legal and regulatory
requirements
Demands of internal
corporate governance
Human resource issues

Perhaps the
Most Complex:
Managing the communications
component of the IT domain
Customers
Communications are now
very personal, creating greater
demands and challenges
from user organizations
and business units

Technological Change
Fast-paced, often tumultuous,
and ongoing; winners unclear
2013 Avaya Inc. All rights reserved.

15

Mastering the Current Environment


Strong Technical
Knowledge

Incorporation of Exciting,
New Technologies

A critical foundation to build


on, but only one of several
factors that allow the IT
executive to anticipate events,
control outcomes, and lead

Should enable the corporate


vision without slowing
the forward march of the
organization
Should align with line of
business (LOB) objectives
Should empower employees
and enable choices

For example, business


users self-deploying
smartphones and tablets
2013 Avaya Inc. All rights reserved.

The hard-and-fast boundaries between work and home devices


and 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
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Cloud and Managed Services Can Help


Customers Want to Realize Benefits of New Solutions
Mitigate Risk
Optimize Solution
Performance
Reduce TCO
Drive Business
Value

2013 Avaya Inc. All rights reserved.

Increased Solution
Functionality &
Complexity

Technology
Adoption
Gap
Adoption
optimizes
the business
value

Ability to Consume
Functionality & Complexity

17

Who Knew Cloud Could Mean So Many Things?


CaaS
Private

Hosted

What is Cloud?
Per User

AOB
Utility
High Water
Billing

Rental
Public
Managed Services
are often included but
not the same as
Cloud

2013 Avaya Inc. All rights reserved.

18

Avaya Collaborative Cloud Portfolio


Customer Choices

Public

AvayaLive
Connect
Avaya
UC/CC/Video
as-a Service

Next Gen
Public
Cloud

Hybrid

OPEX
Subscription
License
Cloud

Private

CAPEX
Perpetual
License
On-Premises

Avaya
Operations
Services

Avaya
On-Premise
UC/CC/Video
Products &
Services
2013 Avaya Inc. All rights reserved.

Avaya
Collaboration
Pods

Hosted Cloud
Enablement
Public Cloud
Cloud
Enablement
for Video

Managed
Private Cloud
COS and
COS Ex

Private
Cloud
Build Out

Build

Managed
Private Cloud
- Contact
Center

Cloud
Enablement
for UC and
CC

Manage

Enable

Deliver
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Customers Are Seeking Creative Business Models


Customer Drivers for OPEX Models
Cash Management:

OPEX MODELS

Consume all network, telephony


and 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

Implication:

Managed Services

Outsourced (COS)

Hosted

Assets on premise
Owned by Customer
Managed by 3rd Party

Assets on premise
Owned by 3rd Party
Managed by 3rd Party

Assets hosted by 3rd Party


Owned by 3rd Party
Managed by 3rd Party

Dedicated
(Private)

Shared
Multitenant
(Public)

Hybrid
(Assets on Premise
Apps from cloud)

Cloud
Services

Avaya Offers Flexible Business Models

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

2013 Avaya Inc. All rights reserved.

20

Public vs. Private Cloud


Public

Private

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)

Hybrid
On or off premise
options
Standard configurations
offered
Limited custom
options - usually rate
carded

What does this mean in Avaya?


AV UCaaS/CCaaS
Public

(Management
(Management Services
Services
Optional
add-on
Optional add-on
2013 Avaya Inc. All rights reserved.

AOS Opex Model


Private
(AOS
(AOS Management
Management
included)
included)

AOS COS Express


Model Hybrid
(AOS
(AOS Management
Management
included)
included)

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Avaya Cloud Transformation Offers


Services for the Enterprise
Communications
Delivery Strategy

Assess and determine most


optimal communications
delivery model

Cloud Transformation
Strategy

Determine the most appropriate


cloud communications solution
and delivery model for the
organization

Cloud Design
& Integration

Prepare designs for


communications integration
of a clients business process /
back office apps

2013 Avaya Inc. All rights reserved.

22

Service Delivery and Support


Core Value and Model
Implementation &
Program Support
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

Service Delivery
Support Model
Governed by ITIL
Standards
End to End ITIL Process
Driven
Dedicated/Designated
Solution Support
Engineering Teams
Core Competencies and
Dedicated

Client Management

Experience

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

Backed up by Contractual Service Level Agreement and Underpinning Contracts


2013 Avaya Inc. All rights reserved.

23

Accountability Through SLAs and a Single Point


of Contact and Management

Service Level
Agreements

Single Point
of Contact

Flexible SLA
progression is
available to meet your
business needs

Proactive global
service for all
of your account
needs

Maintain your
workforces
performance

Delivered 24 X 7
in language

2013 Avaya Inc. All rights reserved.

Integrated
Management
Supported by
Avaya Matrix
Built with industry
standard components
& Avaya IP
Delivered through
personalized web
portal experience

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Strong Governance and ITIL Alignment


Ensures Success of Your Environment

Governance
Model
Ensuring you are kept
aware of activity in your
environment through:
Security and Access
Reporting
Escalation
Project Coordination
and Planning
Management and
Oversight
2013 Avaya Inc. All rights reserved.

ITIL Alignment
What It Means
Benefits
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

Helps reduce capital


IT costs
Improves communication
between IT and other
departments
Supports improvement
of IT performance
Enhances ability of IT
to adjust to changing
business needs

25

Transparency Gives You Easy Access


to Your Information

Interactive
Management

Client Portal

Interactive tool
giving visibility into
your network

Web-based interface
for enterprise
application users

Incident Management
Change & Release Management
Problem Management
Configuration Management
Service Request Management
Ordering & Billing
Knowledge Base
Reporting
2013 Avaya Inc. All rights reserved.

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

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Summary - Challenges and Value Proposition


Todays Challenges
Limited IT budgets, Limited
to No Capital
Increasingly complex application
environments
Limited IT resources. Increasing
cost to attract, retain and train.
Increasing costs to purchase
and maintain IT tools.
Challenging to manage system
obsolescence and integration
Aging Infrastructure but limited
to no capital available
Require flexibility on users
(up/down)
2013 Avaya Inc. All rights reserved.

Services Value Proposition


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
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Snapshot: Global Manufacturer


UC Deployment Success
Challenge

Solution

Results

Aging TDM infrastructure not


meeting the clients business
needs

Complex global solution


supporting 75,000 ports over
700 sites

Complete Avaya Aura


Transformation over the
next three years

Requiring a next-generation
UC platform migration path
Limited capital budget so
client did not want to own or
operate any equipment

Migration path to Avaya Aura

Creation of regional, primary


core data centers in the
Americas, EMEA, and APAC
to support all users

Total Avaya Opex Utility


Model solution
Avaya/client process and tool
integration
Complex global billing
solution

Reduction in total cost of


ownership
Fully operating expense
solution with predictable
pricing and global reach

Support mission to fully own and operate network


Transform to next-generation UC platform
2013 Avaya Inc. All rights reserved.

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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
2013 Avaya Inc. All rights reserved.

People

Presence

Capacity

Performance
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2013 Avaya Inc. All rights reserved.

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