Cisco Unified Communications and Collaboration technology is changing the way we go about the business of the University.

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1 Data Sheet Cisco Optimization s Optimize Your Solution using Cisco Expertise and Leading Practices Optimizing Your Business Architecture Today, enabling business innovation and agility is about being able to communicate and work with anyone, anywhere, while using any device. As a means to this end, Cisco provides the necessary architecture the Cisco Architecture - to deliver the next wave of business growth, innovation, and productivity. Cisco Architecture addresses today s business and technology complexities by integrating voice, customer collaboration, video, conferencing, and social media. As network architectures across applications, devices, and technologies converge, your organization s support teams will need a collaboration infrastructure in order to respond to new business innovations and market transitions. Cisco Advanced s offers architecture-level s that apply networking intelligence and leading practices to drive innovation. Our goal is to provide a tightly integrated, comprehensive, and flexible subscription able to support the following technologies: Cisco Unified Communications Cisco Customer Cisco Conferencing and Instant Messaging Cisco Social Cisco Business Video 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 1 of 6

2 Cisco Unified Communications and technology is changing the way we go about the business of the University. Bob Johnson, Senior Director of Communications Infrastructure, Duke University A Comprehensive Approach to Optimization Cisco Optimization s employs a comprehensive approach toward assessment, recommendation, and refinement of your key areas for managing your Cisco Solution. This approach examines various aspects of your enterprise, including a wide array of business and operations management, customer interactions, and system performance areas. With Cisco Optimization s, you can feel confident that you are making the right strategic investments to create and maintain a flexible, agile, and robust portfolio to support your business. Cisco has a span of services that help support organizations in aligning business and technology processes. To help keep your platform investment current, Cisco Optimization s focuses on enhancing the effectiveness of your Cisco Solution and helps support your team during the Manage Lifecycle Phase. Supporting Optimization s Cisco s helps support and manage your business through four coordinated groups: Audits and Assessments: Keep your Cisco infrastructure running at peak performance and identify ways to achieve your uptime performance levels. These s provide in-depth reviews of your infrastructure, business operations, and business management processes, while increasing your support team s knowledge level through leading practices. Finally, these provide you with reports detailing our findings - identifying gaps, risks, and recommendations as you implement desired changes. Optimization Support: Effectively maintain, evolve, and align your system s design and resiliency the ability to maintain acceptable service levels during challenges to normal operation while reducing exposure to issues. These services provide you with architecture and design consultations to plan for future growth and business needs. Operations : Improve your team s ability to manage change, unplanned incidents, and recurring problems in support of new business requirements. Knowledge and Learning: Provide your team the proper tools and knowledge to align with your network management requirements, while accelerating the usage and adoption of your investment. Audits and Assessments When planning to introduce new technologies or applications into your environment, it is important to establish a baseline prior to implementation. Audits and assessments provide in-depth reports which summarize our findings and recommendations based upon identifying gaps and risk mitigation options. Such proactive efforts are the result of Cisco s leading practices which allow you to make better-informed IT investment decisions. Table 1, following, provides a convenient summary of the s deliverables, activities, and potential benefits Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 2 of 6

3 Table 1. Audits and Assessments: Deliverables, Activities, and Benefits Summary Deliverables Activity Benefits: Helps You To... Proactive Software Recommendation Report System/Stability Audit Software Security Alert/Software Risk Analysis Security Assessment Application Strategy Business Alignment Architecture Design Review Change s Evaluate and identify current software levels and capabilities to ensure they meet current and future requirements Establish the process and frequency of proactively managing software upgrades Examine the current system and application by identifying issues can adversely affect your collaboration system performance. Proactively analyze the security advisories that Cisco generates when security issues are uncovered that may impact Cisco products Provide necessary actions to repair and/or protect your network from security risk Examine customer infrastructure to identify potential security breaches Deliver an in-depth security assessment report, recommendations, and risk analysis of critical solution elements Review current applications, operations, and processes to create a 2-3 year roadmap Identify dependencies and major architectural components required to support desired maturity Review business requirements/imperatives and planned initiatives Provide a health check-up of your collaboration strategy and business alignment Focus on aligning business goals to the current and future planning activities Assess system and architecture design requirements to address scalability, introduce new technologies, efficiency and expansion changes, and other related topics Empower your team with customized processes, tools, and techniques to help your organization make the adjustments and eliminate the barriers to adopting new technologies with greater speed and effectiveness Identify the proper timing and procedure for upgrades Improve system performance and identify gaps that impact current architecture and capacities Understand and assess vulnerability and resolution with regard to possible impact on your solution Mitigate security risks found within your collaboration environment Identify the right application roadmap to achieve long-term growth Align key stakeholders with solution Focus on LOB (line of business) and corporate level collaboration strategies Align future planning with your expected business and technology goals and objectives Determine your organization s readiness for change Raise awareness and increase adoption through successful completion of a change management program Increase productivity by providing the knowledge necessary to collaborate effectively Optimization Support Staying ahead of the technology curve and maintaining system uptime is a challenge for any IT organization. Cisco Optimization s provide leading best practices and industry standards to assist in overcoming many common practical and technical challenges involved in developing a network growth and expansion plan. Our Optimization Support s are tailored to evaluate your current design criteria with a view toward future growth and expansion. Table 2, following, describes the s deliverables, activities and potential benefits. Table 2. Optimization Support: Deliverables, Activities, and Benefits Summary Deliverables Activity Benefits: Helps You To... Ongoing Design Support Remote Upgrade Support Implementation Support Evaluates serviceability, scalability, security components, infrastructure, and organization practices used to deploy a collaboration solution Provides support in upgrading specific components of your Solution through documented procedures and test plans Provides project continuity and hand-off from the Plan and Design project phase Increase the speed of a collaboration solution deployment Reduce the total cost of ownership Reduce risk of downtime and potential errors caused when upgrading hardware and software Reduce implementation time by rapidly resolving issues Improve availability and performance 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 3 of 6

4 Deliverables Activity Benefits: Helps You To... Network Testing Fast Track Migration Scripting Design Review Reports Discovery Capacity Planning Business Transformation Business Consulting Migration Strategy Planning Strategy Consulting Analysis and Reporting Custom Engineering s: Development, Reporting, and Support Consulting and Analysis Subject Matter Expert (SME) Validates and verifies the readiness of your network through a series of assessments, labs, and test cases Specializes in helping customers mitigate risk when transitioning a current version of Cisco Unified Communications to new Cisco Unified Communications Manager version Identifies and documents inefficiencies in the design and script flows, and assists in script consistency and repeatable standards Provides assistance with the planning and design of customer-definable reports through discovery sessions that meet business needs Establishes a baseline and analyzes the impact of growth to your current configuration Analyzes your business management activities to establish a baseline assessment against six strategic elements- routing, self service, management, agent, operational model and system capabilities Provides a portfolio of service offerings designed to assist you in aligning business and IT requirements, priorities and imperatives Conduct workshops to properly plan for a smooth migration by assessing your current environment customer and agent experience, business metrics and reporting, operations and support, and architecture and technology planning. Develops current and target planned strategies using workshops and interviews with key stakeholders Provides advising and consulting service assisting customers with deployment and usage of the Cisco TARS (TelePresence Analysis and Reporting ) portal Provides custom development and support of engineered solutions that may include integrations for databases and third-party applications, customer-defined reports, and remote support to diagnose an outage and restore it back to working order Provides planning, requirements, analysis, and design work for a future deployment and/or upgrade Provides general technical assistance to aid you in development, deployment and planning your enterprise collaboration Software Accelerate your return on investment (ROI) and operational readiness of your network solution Boost productivity Drive business innovation Reduce IT complexity Improve customer satisfaction through finding more efficient ways to develop scripts and call flows Increase productivity and efficiency through designing performance management reports based on your business requirements Maximize system availability to keep systems at peak performance. Align your collaboration strategy with your organizational goals and objectives through improved processes and technological effectiveness Align IT requirements with business priorities and imperatives Drive business value through market differentiation, business agility, and faster speed to market Accelerate the migration from your legacy solution to a future platform. Recognize long-term return on investment of current and planned infrastructure requirements Consolidate gathered data across the business video enterprise to improve performance levels and utilization Increase customer experience and satisfaction Increase business management decision-making through effective and efficient reporting Mitigate risk associated with custom developed application outages Define capabilities for deployment or upgrade Gain insight through technical expertise with architecture, engineering, or custom development skills as necessary Operations Effective Operations plays a key role in improving your Solution while helping you achieve your goals of innovation, creativity, and decision-making. To maintain a competitive position and core competency, you need to address the complex areas of business using a full suite of Cisco Solutions. Having plans and analyzing current processes to determine gaps is necessary to provide continuous improvement throughout the business cycle. Table 3, following, describes the s deliverables, activities and potential benefits. Table 3. Operations : Deliverables, Activities, and Benefits Summary Deliverable Activity Benefits: Helps You To... Change Support Provides remote assistance during pre-scheduled change management windows to institute any major upgrades or changes in order to stabilize your environment Improve productivity in designing for scalability, functionality compliance, security, and adherence to Cisco leading practices 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 4 of 6

5 Incident and Problem Support Operational Risk Analysis GAP Resolution Operational Runbook Development Incident Support Operations Support Review Social Support Performs proactive preventive activities to minimize the adverse impact of unplanned incidents and recurring problems Leverages Cisco leading practices and the International Technology Infrastructure Library (ITILv3) Framework to identify areas of potential improvement Conducts a variety of workshops designed to address the most common operational problems found in staffing and expertise, and proactive problem management Conducts a remote workshop to gather your requirements in developing a runbook to be used as reference material for proactive and reactive support. Reviews outstanding selected open-events cases with the Cisco Technical Assistance Center and support your team in tracking issues to resolution while providing recommend and documented measures for preventing similar problems in the future Leverages Cisco leading practices and the ITILv3 framework to perform gap analysis and improvement plans for operational support areas that are critical to on-going operational excellence and service availability. Provides remote support activities for Cisco WebEx Social that includes issue troubleshooting and ongoing deployment support Reduce recurring incidents Improves root cause analysis success rates through tools and leading practice configurations Reduce risk of potential loss of revenue through improved availability of network and services Increase success and speed adoption of technologies while increasing the relevance to your IT organization Develop a resource document based upon decisions and directions to determine an effective course of action given a particular scenario. Accelerate support for tracking and obtaining feedback on open escalations Establish operations infrastructure and support readiness plans to accelerate a successful implementation Quickly and effectively mitigate issues that may arise with a new or expanded Cisco WebEx Social solution. Knowledge and Learning Incorporating knowledgeable and skilled employees improves productivity, increases uptime, and accelerates the usage of new technologies. Providing your employees with the proper tools and training enables them to learn at a faster pace and improves the adoption of your investment. Our Knowledge and Learning s provide your employees with the latest updates in technology and technical knowledge libraries. Table 4, following, describes the s deliverables, activities and potential benefits. Table 4. Knowledge and Learning: Deliverables, Activities, and Benefits Summary Deliverable Activity Benefits: Helps You To... Knowledge Transfer Session Provides educational whiteboard sessions with a Cisco s Engineer with expertise and previous experience with your network environment Improve your staff s knowledge and troubleshooting techniques to help minimize outages during operation WebEx University Education s Modular Knowledge Reference Center Provides administrators, end-users, and trainers with personalized training relative to the Cisco Solution Provides you with access to Cisco s leading best practices and technical knowledge library concerning Cisco products and technologies Delivers access to valuable Cisco end-user product and engineering reference materials, customized to your existing architecture. Improve your staff s knowledge of the Cisco Solution and capabilities Avoid common problems and reduce the learning curve by enabling IT professionals in quickly locating the technical and operational guides required Gain in-depth knowledge on all your current Cisco Solution in order to increase knowledge and support capabilities Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 5 of 6

6 Tracking Value against Success Metrics It is critical that the value you receive from Cisco Optimization s remains in continual alignment with your company s goals and success metrics. Cisco conducts periodic business reviews to keep you and your management informed of service deliverables completion, awareness of performance issues or concerns, and defining future activities to be performed. Optimizing Beyond the Foundation Additional Cisco Optimization s can be purchased to support other advanced technologies on your converged network, including: Borderless Networks: Wireless LAN, security Data Center: Strategy and architecture assessments, application distribution and delivery, application network performance, unified computing systems, storage area networks, unified fabric (switching) Network: Network, performance, and security of wired and wireless networks Why Cisco s Realize the full business value of your technology investments with smart, personalized services from Cisco and our partners. Backed by deep networking expertise and a broad ecosystem of partners, Cisco s enable you to successfully plan, build, and manage your network as a powerful business platform. Whether you are looking to quickly seize new opportunities to meet rising customer expectations, improve operational efficiency to lower costs, mitigate risk, or accelerate growth, we have a service to meet your business needs. Availability and Ordering The Cisco Optimization s is available globally and may be purchased from Cisco and Cisco Certified Partners. delivery details might vary by region and depending on chosen subscription options. For More Information For more information about Cisco Optimization s, please visit the s site or contact your Cisco service representative Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 6 of 6