Service Data Sheet
Cisco Collaboration Optimization Services
Optimize Your Collaboration 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
Collaboration Architecture - to deliver the next wave of business growth, innovation, and productivity.
Cisco Collaboration 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 Services offers architecture-level Services that apply networking intelligence and leading practices
to drive innovation. Our goal is to provide a tightly integrated, comprehensive, and flexible subscription Service
able to support the following technologies:
●
Cisco Unified Communications
●
Cisco Conferencing and Instant Messaging
●
Cisco Customer Collaboration
●
Cisco Social Collaboration
●
Cisco Business Video
© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information.
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“Cisco Unified Communications and Collaboration 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 Collaboration Optimization Services employs a comprehensive approach toward assessment,
recommendation, and refinement of your key areas for managing your Cisco Collaboration 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 Collaboration Optimization Services, you can
feel confident that you are making the right strategic investments to create and maintain a flexible, agile, and robust
Collaboration 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 Collaboration platform investment current, Cisco Collaboration Optimization Services focuses on
enhancing the effectiveness of your Cisco Collaboration Solution and helps support your team during the Manage
Lifecycle Phase.
Supporting Collaboration Optimization Services
Cisco Services helps support and manage your business through four coordinated Service groups:
Audits and Assessments: Keep your Cisco Collaboration infrastructure running at peak performance and identify
ways to achieve your uptime performance levels. These Services 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 Management: 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 Services’ deliverables, activities, and potential benefits.
© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information.
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Table 1.
Audits and Assessments: Deliverables, Activities, and Benefits Summary
Deliverables
Activity
Benefits: Helps You To ...
Proactive Software
Recommendation
Report
● 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
● Identify the proper timing and procedure for
upgrades
System/Stability
Audit
● Examine the current system and application by identifying
issues can adversely affect your collaboration system
performance.
● Improve system performance and identify gaps that
impact current architecture and capacities
Software Security
Alert/Software Risk
Analysis
● 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
● Understand and assess vulnerability and resolution
with regard to possible impact on your solution
Security
Assessment
● Examine customer infrastructure to identify potential security
breaches
● Deliver an in-depth security assessment report,
recommendations, and risk analysis of critical solution
elements
● Mitigate security risks found within your
collaboration environment
Application Strategy
● Review current applications, operations, and processes to
create a 2-3 year roadmap
● Identify dependencies and major architectural components
required to support desired maturity
● Identify the right application roadmap to achieve
long-term growth
Business Alignment
● Review business requirements/imperatives and planned
initiatives
● Provide a health check-up of your collaboration strategy and
business alignment
● Align key stakeholders with solution
● Focus on LOB (line of business) and corporate level
collaboration strategies
Architecture Design
Review
● 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
● Align future planning with your expected business
and technology goals and objectives
Collaboration
Change
Management
Services
● 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
● 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
Collaboration Optimization Services 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 Services are tailored to evaluate your current design criteria with a view toward future
growth and expansion. Table 2, following, describes the Services’ deliverables, activities and potential benefits.
Table 2.
Optimization Support: Deliverables, Activities, and Benefits Summary
Deliverables
Activity
Benefits: Helps You To ...
Ongoing Design Support
● Evaluates serviceability, scalability, security components,
infrastructure, and organization practices used to deploy a
collaboration solution
● Increase the speed of a collaboration solution
deployment
● Reduce the total cost of ownership
Remote Upgrade Support
● Provides support in upgrading specific components of
your Collaboration Solution through documented
procedures and test plans
● Reduce risk of downtime and potential errors
caused when upgrading hardware and software
Implementation Support
● Provides project continuity and hand-off from the Plan and
Design project phase
● 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.
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Deliverables
Activity
Benefits: Helps You To ...
Network Testing
● Validates and verifies the readiness of your network
through a series of assessments, labs, and test cases
● Accelerate your return on investment (ROI) and
operational readiness of your network solution
Fast Track Migration
● Specializes in helping customers mitigate risk when
transitioning a current version of Cisco Unified
Communications to new Cisco Unified Communications
Manager version
● Boost productivity
● Drive business innovation
Scripting Design Review
● Identifies and documents inefficiencies in the design and
script flows, and assists in script consistency and
repeatable standards
● Improve customer satisfaction through finding more
efficient ways to develop scripts and call flows
Reports Discovery
● Provides assistance with the planning and design of
customer-definable reports through discovery sessions
that meet business needs
● Increase productivity and efficiency through
designing performance management reports based
on your business requirements
Capacity Planning
● Establishes a baseline and analyzes the impact of growth
to your current configuration
● Maximize system availability to keep systems at
peak performance.
Business Management
Transformation
● Analyzes your business management activities to
establish a baseline assessment against six strategic
elements- routing, self service, management, agent,
operational model and system capabilities
● Align your collaboration strategy with your
organizational goals and objectives through
improved processes and technological
effectiveness
Business Consulting
● Provides a portfolio of service offerings designed to assist
you in aligning business and IT requirements, priorities
and imperatives
● Align IT requirements with business priorities and
imperatives
● Drive business value through market differentiation,
business agility, and faster speed to market
Migration Strategy
Planning
● 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.
● Accelerate the migration from your legacy solution
to a future platform.
Strategy Consulting
● Develops current and target planned strategies using
workshops and interviews with key stakeholders
● Recognize long-term return on investment of
current and planned infrastructure requirements
Analysis and Reporting
Service
● Provides advising and consulting service assisting
customers with deployment and usage of the Cisco TARS
(TelePresence Analysis and Reporting Service) portal
● Consolidate gathered data across the business
video enterprise to improve performance levels and
utilization
Custom Engineering
Services: Development,
Reporting, and Support
● 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
● Increase customer experience and satisfaction
● Increase business management decision-making
through effective and efficient reporting
● Mitigate risk associated with custom developed
application outages
Consulting and Analysis
Service
● Provides planning, requirements, analysis, and design
work for a future deployment and/or upgrade
● Define capabilities for deployment or upgrade
Subject Matter Expert
(SME)
● Provides general technical assistance to aid you in
development, deployment and planning your enterprise
collaboration Software
● Gain insight through technical expertise with
architecture, engineering, or custom development
skills as necessary
● Reduce IT complexity
Operations Management
Effective Operations Management plays a key role in improving your Collaboration 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 Collaboration
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 Services’ deliverables, activities and
potential benefits.
Table 3.
Operations Management: Deliverables, Activities, and Benefits Summary
Deliverable
Change Support
Activity
● Provides remote assistance during pre-scheduled change
management windows to institute any major upgrades or
changes in order to stabilize your environment
© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information.
Benefits: Helps You To ...
● Improve productivity in designing for scalability,
functionality compliance, security, and adherence to
Cisco leading practices
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Incident and
Problem
Management
Support
● Performs proactive preventive activities to minimize the
adverse impact of unplanned incidents and recurring
problems
● Reduce recurring incidents
● Improves root cause analysis success rates through
tools and leading practice configurations
Operational Risk
Management
Analysis
● Leverages Cisco leading practices and the International
Technology Infrastructure Library (ITILv3) Framework to
identify areas of potential improvement
● Reduce risk of potential loss of revenue through
improved availability of network and services
GAP Resolution
Service
● Conducts a variety of workshops designed to address the
most common operational problems found in staffing and
expertise, and proactive problem management
● Increase success and speed adoption of technologies
while increasing the relevance to your IT organization
Operational
Runbook
Development
● Conducts a remote workshop to gather your requirements in
developing a runbook to be used as reference material for
proactive and reactive support.
● Develop a resource document based upon decisions
and directions to determine an effective course of
action given a particular scenario.
Incident
Management
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
● Accelerate support for tracking and obtaining feedback
on open escalations
Operations
Support Review
● 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.
● Establish operations infrastructure and support
readiness plans to accelerate a successful
implementation
Social
Collaboration
Support
● Provides remote support activities for Cisco WebEx Social
that includes issue troubleshooting and ongoing deployment
support
● 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 Services provide your
employees with the latest updates in technology and technical knowledge libraries. Table 4, following, describes
the Services’ 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
Services 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
Services
● Provides administrators, end-users, and trainers with
personalized training relative to the Cisco Collaboration
Solution
● Improve your staff’s knowledge of the Cisco Collaboration
Solution and capabilities
Collaboration
Modular
Knowledge
Service
● Provides you with access to Cisco’s leading best practices and
technical knowledge library concerning Cisco Collaboration
products and technologies
● Avoid common problems and reduce the learning curve
by enabling IT professionals in quickly locating the
technical and operational guides required
Collaboration
Reference
Center
● Delivers access to valuable Cisco end-user product and
engineering reference materials, customized to your existing
Collaboration architecture.
● Gain in-depth knowledge on all your current Cisco
Collaboration Solution in order to increase knowledge and
support capabilities.
© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information.
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Tracking Value against Success Metrics
It is critical that the value you receive from Cisco Collaboration Optimization Services 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 Services 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 Services
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 Services 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 Collaboration Optimization Services is available globally and may be purchased from Cisco and Cisco
Certified Partners. Service delivery details might vary by region and depending on chosen subscription options.
For More Information
For more information about Cisco Collaboration Optimization Services, please visit the Services site or contact
your Cisco service representative.
© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information.
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