Release Management
December, 2012
Technology Adoption Gap
Technology
Adoption
Gap
Increased Solution
Functionality & Complexity
Adoption
optimizes the
business value
Ability to Consume
Functionality & Complexity
Avaya – Confidential. Use pursuant to your signed agreement or Avaya policy.
2
Delivering Premium Client Value
Avaya Client Services is transforming how we meet
clients’ needs from support to managed solutions
Mitigate Risk
Optimize Solution
Performance
Reduce TCO
Drive Business
Value
Avaya – Confidential. Use pursuant to your signed agreement or Avaya policy.
3
Release Management Issues
Application driven business communications solutions require that the
software and firmware be maintained and current to maximize
performance. To meet this requirement IT teams must extend
resources resulting in increased:
 Time – internal resources must be utilized to perform not only the load of the
software update, but all the tasks that go along with it. The time alone could require
a half to a full HC depending on the applications and size of the environment.
–
–
–
–
–
Monitor
Analyze
Plan (incl a back-out strategy)
Implement
Test
 Risk – Anytime software or firmware is loaded into a complex environment there is a
risk associated with it.
– Conflicts
– Improper installation
– Bad SW/FW load
 Cost – the actual cost of performing the task as well as the costs associated with
maintaining tools and skill sets must be considered when customers determine they
will maintain responsibility for keeping their SW/FW current.
Avaya – Confidential. Use pursuant to your signed agreement or Avaya policy.
4
Release Management Offer
The Avaya Release Management Offer covers the full breath of
the Avaya product lines including the underlying Operating
Systems. This means that the customer WILL NOT have to
perform any of the tasks associated with properly caring for
SW and FW patching.
1.
2.
3.
4.
5.
6.
Monitor SW manufacturer’s releases for updates.
Analyze manufacturer’s SW/FW release notes to understand the
impact on specific customer’s environment including any potential
conflicts with other applications.
Provide customer recommendation of whether the update is a benefit
to current operating environment
Create a back out plan. Before any work is ever performed it is critical
that a back out plan is created that ensures the last known “Good”
configuration is stored incase an unwanted event does occur.
Schedule and then implement SW/FW Load.
Test the update to ensure it is performing as expected.
Avaya – Confidential. Use pursuant to your signed agreement or Avaya policy.
5
Release Management Offer
What is included?
All Software updated associated with the customers current application environment.
 Bug Fixes, Patches, Service Packs…any regular updates from the manufacturer in
support of existing SW to fix known problems
 “InRelease” software updates – AKA “dot releases” or “minor releases” (going form
5.1 to 5.2 of SW is covered)
 Security Updates
What is not included?
 The software itself – the customer must have the SW entitlement covered by either
SA Preferred or Managed Assist offer.
 Any hardware upgrades that may be required to perform the SW update (this is
pretty uncommon)
 Major upgrades that are primarily meant to be feature functionality upgrades.
(going from 5.x to 6.x SW is not covered and would be considered a separate
project.) These type of upgrades can be supported but are considered separate
projects and will be billed as such outside of the month per license Release
Management charge.
 On-Site Support – if on-site support is required the Product Correction Support
(PCS) offer should be considered.
Avaya – Confidential. Use pursuant to your signed agreement or Avaya policy.
6
Supported UC Products
Avaya Branded
Communication Manager
(examples – reference SDD for full list)
Nortel Branded
Business Communication
Manager
Aura Messaging
Meridian Opt 11
Modular Messaging (incl MS OS) Meridian Opt 61/81
One-X Suite of products
Call Pilot VM
Aura Conferencing
Avaya – Confidential. Use pursuant to your signed agreement or Avaya policy.
Communication Server 1000
7
Supported CC Products
Managed Routing
Avaya Aura CC
(examples – reference SDD for full list)
Communication Manager
CS1000
Managed Routing Servers for CS1000
Network Center Control Server
Contact Center Server
Managed Reporting
Avaya Call Management System
Avaya IQ
Contact Center Administration
Managed Self Service
Voice Portal Experience Portal Proactive Outreach Manager
Managed Administration Services
AES
ACCCM
Managed Proactive Contact Services
Avaya Proactive Contact
Aura Workforce Optimization (WFO)
WFO
Workforce Management
Contact Recording
Quality Recording
Application Server Management OS patching only
Avaya one-X Agent
ACE
Text to Speech Server
Application Servers
WebLM Servers
WFO Speech Analytics
WFO Customer Feedback
Avaya – Confidential. Use pursuant to your signed agreement or Avaya policy.
8
Available Resources
The Web
 Updated Support Services Content (brochures, presentations, offer
definition, playbook, reference guides, FAQ)
– Enterprise Support - portal
– Support Advantage – portal
– Avaya.com – external facing
 New & Updated Managed Services Content (brochure, presentation,
offer definition, sales toolkit)
– Operations Services – portal
– Avaya.com – external facing
Avaya – Confidential. Use pursuant to your signed agreement or Avaya policy.
9