Unified Communications - Its cool, but how can you demonstrate value to the business?
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Unified Communications - Its cool, but how can you demonstrate value to the business?
- 1. Unified Communications Its cool, but how can you demonstrate value to the Business? Building the Business Case for UC Toby Armfield Solution Principal EMC Consulting
- 2. Agenda Introduction Customer Challenges Business impact of UC Building the business case Case studies Why EMC
- 3. Introduction
- 4. EMC – You’re the storage guys right? CX4 UltraScale Series Fully Automated Storage Tiering (FAST): Automates movement and placement of data Enables efficient use of Flash and SATA drive technologies Optimizes both performance and cost based on user policy Supported across Symmetrix, CLARiiON, and Celerra Business applications are always optimized Never have to trade off between capacity or performance Simultaneously lower costs and raise service levels Energy efficient tiered storage technologies Tiering 1 and 2 TB LP SATA Flash drives Energy efficient arrays Adaptive cooling Snapshots Deduplication Single instancing Active archiving Spin down Thin provisioning Compression AX4 EMC’s Best-of-Breed Offerings—Superior Choices, Proven Technology, Best Value CLARiiON Centera Data Domain and Disk Library Symmetrix Celerra Connectrix Atmos DMX-3 950 DMX-4 950 Virtual Archive DMX-3 and DMX-4 Atmos NS-960 NS-480 NS-120 MDS-Series DL5000 series EMC Centera 4-Node NX4 VG2 VG8 AtmosVirtualEdition Data Domain Deduplication Storage Systems VMAX VMAX SE B-Series
- 5. Today 2000 Systems Systems #1 share in external disk, networked storage, VMware environments2 Services Services Leading information-focused services organization in world1 1 EMC ranked in leaders quadrant Gartner Magic Quadrant for Storage Professional & Support Services 2According to a Forrester Survey of 124 IT decision makers using x86 server technology, Source: IDC, March 2009; Forrester, January 2009 3 IDC Worldwide Quarterly Storage Software Tracker, Sep 2009 Software Software Sixth largest software company #1share in total storage software3 EMC Has Evolved
- 7. Over one million Exchange users migrated
- 8. Hundreds of thousands of desktop deployments; hundreds of systems management implementations
- 9. IBM Lotus Notes migration specialists—tools and methodology; hundreds of thousands of mailboxes and applications migrated
- 11. Over 75% of program managers are certified PMPs
- 12. Authors of System Center, ADO.NET, SQL Server, Transparent IT books
- 14. Microsoft Gold Certified Partner with 12 competencies
- 15. 20-time Partner of the Year winner; FASTforward Enterprise Search Innovation Award
- 17. EMC and Microsoft 20 Partner of the Year awards 12 Competencies “I'm super impressed by what EMC's done building this incredible service capability around Microsoft products in general, SharePoint in particular. They've got the largest group of trained professionals around SharePoint. It's really impressive.” Steve Ballmer, CEO, Microsoft – February 2009
- 19. Organisational Challenges
- 20. Consumerisation of IT “Consumer IT will affect every enterprise. Attempts by enterprises to deny this are doomed to failure, just as previous attempts to deny Wi-Fi, 'smart' mobile phones, the Internet, and even the PC itself failed.” – David Mitchell Smith, VP & Gartner Fellow, Gartner Inc.
- 21. Business Impact
- 22. Customers Adopting UC Recognize Benefitsin Productivity Ahead of Cost Savings
- 24. Better alignment between business value and technical solution
- 26. Making the business case
- 28. Organisational Roles Executive Delegate while mobile to ensure critical decisions are made Be accessible to customers and internal teams Salesperson Stay connected with project teams and customers Quickly respond to customer requests while mobile Departmental Workers Collaborate on projects with distributed team Access information while away from their desks Teleworker Work from home or elsewhere without compromising productivity
- 30. Compare Options & Develop The Architecture User profiles/ workloads Remote / Home Office Current/Future SLAs Business Process Existing Infrastructure Network Architecture UC Strategy Governance Compliance Desktop Strategy Virtualisation strategy Skills & Resources Data Center Strategy What do you require?
- 31. Identify Cost Savings & Benefits Cost Reduction - by increasing the number of first time contacts, reducing call charges and eliminating third party conferencing costs. Workforce Productivity – improved by several hours a week per employee through facilitating more productive communication and collaboration. Customer Satisfaction – is enhanced by increasing employee responsiveness to customers, partners and co-workers. Risk & Compliance – these are better managed by placing structure and best practice around the way you utilise communication within your organisation. Carbon Considerations - by enabling better remote communication and reducing the need for unnecessary face to face meetings.
- 32. Case Studies
- 33. Current challenges Integration with other Strategic Programs and/or MS applications OCS/IM currently only deployed in-house Support new initiatives such as Unified Messaging Look at federation / Public IM connectivity Looking to understand the TCO of implementing audio/web/desktop sharing from OCS. How would this integration work with a cloud based solution Understanding the risk vs. value of staying with Cisco/Webex or moving to full MS solution Challenges with Video Conferencing Currently from large meetings Looking to support desktop ad-hoc video Challenges in delivering conferencing facilities in a globally distributed env Regulatory / Compliance requirements eDiscovery – compliance/litigation needs
- 34. Deliverables Detailed current infrastructure assessment Define end-state / Services Requirements Users requirements: UCC Capabilities (E.g. Full IM, single number, UM, eDiscovery, etc) IT Requirements: SLAs, Manageability, Security Detailed Options and ROI analysis Deployment options including: in-premise and cloud (by default CIO asks for Cloud) Differences between Exchange 2007 and 2010 Recommended implementation plan Roadmap with individual phases/projects showing ROI, Risks, Dependencies, and Metrics to measure benefits. Budgets and Milestones for each deployment phase/project ”We want vendor expertise and leadership guiding and shaping this work, rather than us defining the specific process and deliverables from the beginning.”
- 35. Cost Savings & Benefits The following benefits could be achieved as the solution is rolled out and users start to use the advanced functionality Decreasing Costs: Reduce Travel Costs $1.3M Reduce Conferencing Costs $450K Reduce Telephony Costs $820K Reduce Messaging Costs $185K Improving Business Outcomes: Faster Project Completion $3.2M Shortened Sales Cycle Times $5.9M Increased User Productivity $3.5M Total Potential Annual Benefits: $15.5M
- 36. Roadmap & Business Benefits Mobile Working: Enable users to have access to all services from any location and setup home offices / teleworking facilities Dial in and Web Conferencing: Enable users to launch scheduled and ad-hoc web conferences (Live meeting) and voice conferences with both internal and external participants Peer to Peer Audio & video: Users can elevate IM conversations or set up ad hoc and scheduled audio or video conferences from their desktops (HW permitting) to improve collaborative working
- 37. EMC’s Business Benefits Direct Cost Savings Exchange Unified Messaging Voicemail Eliminate voicemail systems/support/software costs Voice calls over IP/Communicator Reduce PSTN phone calls and charges Reduce long-distance charges Internal hosting of LiveMeeting Reduce dependency on hosted solution (previously spending thousands/month) Cost avoidance IM rather than voice Reduce travel costs (hold virtual meetings rather than physical) Indirect Benefits Accelerate Sales Process Increase customer satisfaction Accelerate problem resolution Increase team collaboration
- 38. Why EMC?
- 40. EMC Data Domain
- 41. EMC Centera
- 42. RSA Data Loss Prevention Suite
- 43. RSA enVision,
- 44. RSA SecurID,
- 48. Proven Solutions and documented best practices for optimal layout and design
- 50. VMAX
- 51. RecoverPoint,
- 52. SRM
- 54. Best practices and Proven Solutions for deploying on HyperV or VMware ESX
- 56. EMC Consulting Services: Virtualization leadership
- 57. EMC Avamar
- 58. EMC Data Domain
- 60. Planning Services: Unified Communications Design, Technical Planning, Operational Transformation, On-going Management
- 63. Early deployment partner of Exchange 2010 solutions
- 64. 15+ years of UC advanced consulting services
- 66. PMP certified program managers
- 67. Exchange MVPs & MCMs
- 69. 20-time Microsoft Partner of the Year winner
- 70. 2010 Microsoft UC Partner of the Year finalist
- 71. Participation in Microsoft’s early adopter program “TAP”
- 72. 15+ EMC product groups
- 74. Unified Communications References Global Pharmaceutical Organization EMC has performed the largest migration to Microsoft Online in the world. This customer was a large international organization leveraging EMC’s Mail Migration Factory services to quickly migrate to the SaaS solution FACTS: 120,000 seats from Lotus Notes to Microsoft BPOS Large enterprise Unified Communications solution migrating from legacy email and instant messaging technologies to a unified Microsoft platform across the enterprise. EMC also deployed enterprise archiving & compliance solution. FACTS: 20,000 seats from Novell GroupWise to Microsoft Exchange and OCS Global Healthcare Service Organization International Healthcare Organization Large enterprise Unified Communications solution migrating the customer’s messaging, applications, and instant messaging platforms from Lotus to Microsoft Exchange & SharePoint. FACTS: 15,000 seats from Lotus Notes to Microsoft Exchange 2007, SharePoint, & OCS Large enterprise Unified Communications solution migrating the customer from Exchange 2003 to Exchange 2010 in a fully virtualized, highly available, EMC private cloud infrastructure. FACTS: 120,000 seats from Exchange 2003 to Exchange 2010 Global Aerospace Technology Company
Notas del editor
- Agenda:
- Founded: 1979Fortune 500 Rank: 166Revenues (2010 ): $17.0B Employees (worldwide): ≈ 48,500+Countries : > 80R&D Investment ≈ $1.9BMarket Value: > $59B
- EMC's deep expertise in enterprise messaging and unified communications technology helps clients plan, optimize, and deploy systems. Combined with our infrastructure solutions for business continuity, backup/recovery, security, management, and compliance, this expertise uniquely qualifies us to design the complete system. We provide services to: ◦Determine primary business and technical drivers such as cost, performance, compliance, disaster planning, and backup/recovery objectives.◦Assess the readiness of the current environment.◦Create a strategic migration plan.◦Deploy customized solutions that bring together communication systems, then leverage a single identity to improve manageability and insure that the system works seamlessly with other investments.
- The same challenges are articulated at different levels of granularity depending on the area of focus.
- Driving the Consumerisationof IT trend are:The growing availability of low-cost, easy-to-use devicesAn increasingly ubiquitous, pervasive, and affordable communications infrastructure, which encourages new acquisition and delivery models, especially those that use the webAn explosion of content — information, entertainment, services, and applicationsThe combination of these three factors destabilizes the balance of power among enterprises, technology providers, consumers, and governments. It challenges the basic assumptions regarding technology scarcity and the uniqueness long held by enterprise IT organizations. As previously mentioned, affordable access to technology and content significantly increases the power of the individual and how he or she chooses to interact with the enterprise as a customer and employee. When combined with the growing importance of global (virtual) communities, these changes are causing significant disruption in the technology (and other) business sectors.
- Show of hands:How many are planning a UC project?How many of those have a business case?How many have a UC project in flight?How many of those have revisted the business case?
- Organisations seeking to implement unified communications (UC) should do so to increase business agility, not to reduce costs, said Gartner, Inc. A recent Gartner survey of 300 organisations showed that early adopters of UC cited improvements in employee collaboration, productivity and customer service are the top three benefits after deploying UC. The survey showed that although it remained important, lower total cost of ownership was the least-mentioned benefit. By contrast, lower total cost of ownership and lower equipment costs were the top two expectations of UC among companies that have yet to deploy it. “It is evident that there is a significant difference between the expectations of UC and its actual benefits. We recommend that organisations build a business case based on enabling mobility and agility rather than on reducing IT department costs,”
- A defined business case can help you gain an understanding of the value of IT beyond a simply “technical” solution by: Helping to document your current state, often revealing hidden cost and complexityProviding hard costs and ROI, allowing IT to better communicate to finance departments and executivesAligning business value with a potential technical solutionBuilding financial metrics to prioritize projects as part of a larger IT portfolio
- It all sounds great, but how do you make the business case for UC? Fortunately, there are clear best practices. Follow the roadmap detailed below to build your business case for Unified Communications.Develop use case scenariosIdentify and agree the business requirements for UC and develop use cases to satisfy these, identifying the business drivers early on will help with getting the business bought into the program and later when you start assigning value to these proposed benefits and functionsAssess your environmentInventory your current infrastructure and benchmark business processes' use of your communications infrastructure. How does the use of ICT affect customer satisfaction and loyalty? Your infrastructure inventory, in terms of PBX, desktop set-up, network, and more, sets out the capabilities and limits for these processes. Overall, this exercise will provide a benchmark to quantify the gap between your current reality and your ideal future state.Compare options, develop the architectureBased on the requirements of your core use case scenarios, develop a framework for comparing technology options, keeping in mind the impact that different options will have on the final solution. Developing a conceptual architecture for each of the recommended options will provide a graphical representation of the interrelation of available technology components. This can help to illustrate data flow for various activities, build network security scenarios and more.Find and document cost savingsBuild a high-level cost/benefit analysis based on options and architecture. This is where the business case will be proven. The object is to quantify the benefits over time, assigning them a dollar value. While there is no one formula for such calculations, you could determine what a modest increase in productivity, plus forecasted cost savings in bandwidth and telephone charges, are likely to net you.For example, you might calculate: The cost savings of implementing a telework model versus providing real estate/office space for resourcesThe cost savings of replacing a percentage of face-to-face meetings with video conferencing or telepresenceChurn reduction thanks to increased customer response times
- Key Things to Focus on: Mobility does not mean a solution for only users that are highly mobile but a solution that allows work to be done efficiently from outside the office or away from the desk. This may mean on the road, in a hotel, at Starbucks, or from home.
- Key Things to Focus on: We see that mobile communications are critical to the success and advancement of organizations in a global marketplace. With the rising costs of travel and fuel and the demands of a distributed workforce and global economy, business must find new ways to address these challenges by investing in secure, reliable, effective solutions. We have put together three scenarios that will offer some insight into how anywhere access solutions solve real business problems and address the pains and challenges you face daily. The scenarios are based on some of the most common job functions in today’s organizations. Anywhere Access Scenarios are designed to walk the customer through a situation that they can relate to and allow them to “see the benefits” of UC. Here we have listed 4 scenarios and given some background. Read through these backgrounds with the customer so they have an idea of what’s to come.Why these scenarios were chosen.Mobile Sales Force: Today’s Sales force is more involved than ever before. The average salesman spends most of his/her time in the field chasing leads, interfacing with customers, and working with project teams. With all of the communication required to realize revenue the sales force often feels disconnected when they are "out of the office". Access to critical business data and communications abilities is limited if not completely unavailable. This scenario explores how leveraging UC Anywhere Access technologies can overcome those obstacles and enable your sales force.Mobile Executive: Today’s Executives spend more and more time away from the office building partnerships and relationships and working on strategic initiatives. This often leaves them out of the loop when key decisions need to be made. Access to e-mail and business data to enable informed decisions and critical feedback are limited by the lack of communication capabilities a company provides. Executives need the ability to delegate on the go and insure they are always in the loop when business critical decisions have to be made. This scenario shows how UC Anywhere Access can help you provide this executive lifeline, ensuring your executives can respond when they need to.Occasionally Mobile Engineering, Marketing, Finance: Just because you are not mobile 50% of the time not do you work from home does not mean you will not benefit from Microsoft’s UC Anywhere Access. Engineers may need to work from an alternate location on a project in the field. Marketing or Finance may simply need to go to a conference room or hotel for a meeting. Teleworker: In today’s dynamic work environments, the focus has shifted to reduced costs and higher utilization of real estate investments. Employee recruitment and retention are also key drivers. Over the last few years we have noticed a growing trend in the work environment. Companies want to allow workers to efficiently work from home or alternative locations without compromising productivity. This scenario explores how companies can leverage UC Anywhere Access to accomplish these goals.
- Common UC scenarios are:Unified Communications All-up Platform MessagingConferencingVoice The All-Up Platform is meant to provide “a little bit of everything” in the UC platform. This is usually appropriate for customers who are early in the their UC adoption or have several different areas where they may get value from UC.Next is Messaging, which is usually used with customers who have legacy messaging systems, such as IBM Lotus Notes. This scenario is also used with customers looking to upgrade their current Exchange environment.Conferencing is appropriate for customers who have high travel costs, such as companies with large field sales organizations and companies with green initiatives to reduce carbon emissions.The Voice scenario works best with customers who need to upgrade their PBX or voice mail systems, as well as customers with large numbers of branch offices.
- Naturally, with a Unified Communications deployment, there are annualised IT support cost savings to be made by migrating away from old communications technologies and replacing them with more supportable consolidated technologies. These will of course help in building the business case and cannot be ignored. However, in our experience with clients who have successfully harnessed Unified Communications, we have identified five key areas that come together to form the most compelling case:Unified Communications also gives your business the kind of transformational shift that can enable businesses to survive and thrive through difficult economic times.There are 2 main areas for the business case to focus on, namely:significantly decrease costs associated with travel, IT administration, and communications – this is the easy one to quantify!In addition, Unified Communications can help you to improve your business outcomes by maximizing productivity and fostering collaboration – this is much harder to put a value on!
- This slide is about the cost savings EMC realized with UC:Exchange UM for VMEMC is heavy on field offices from acquisitions. Standardizing on a centralized UM platform allows us to remove various high cost systems at each location that are each administered differently and separately, often by 3rd parties. EMC is very centralized with email and centralizing UM is adding to that savingsVoice calls over IPWe can take advantage of EMC’s extensive IP network for callingLower costs from foreign locations by sending the call over IP to WestboroBetter rates on LD and international because of High volume all from the same locationDirect OC to OC calls across the Atlantic with conchango acquisitionInternal Live MeetingSaves live meeting Service costsSaves travel costsDecreased travel raises employee moral Easier, more frequent use when integrated with OCSCost avoidanceEasier contact between consultants and sales forceIncreased ability to telecommute