Crucial Intersection: Crucial Intersection: IT Converges Applications, Services & Infrastructure to Support the Distributed Enterprise to Support the Distributed Enterprise Robin Gareiss Executive Vice President, Sr. Founding Partner www.nemertes.com
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Crucial Intersection: Crucial Intersection: IT Converges Applications, Services & Infrastructure
to Support the Distributed Enterprise to Support the Distributed Enterprise
Robin GareissExecutive Vice President, Sr. Founding Partner
Quantifies the business impact of emerging technologies emerging technologies Conducts in-depth interviews withIT professionalspAdvises businesses on critical issues such as:
Unified CommunicationsSocial ComputingD t C t & Cl d C tiData Centers & Cloud ComputingSecurityNext-generation WANsNext generation WANs
Identify business/technology liaisons within ITIdentify “grassroots” helpBudget time for discussions with business-unitsh Leaders in HR, sales, finance, service, legal, etc.h Also discuss with managers and staff
D ’t k t h l ti f bl th h i ith th i j bDon’t ask technology questions—focus on problems they are having with their jobsUnderstand business problems, and relate your technology knowledge to solve themAssemble UC teamAssemble UC teamhMulti-disciplinary team—network, telecom, application development, contact
center, security, business unitsEngage team in all UC-related decisions
Location doesn’t matterhUsers want applications, access to data regardless of location
Trend toward centralization of apps, datapp ,hEase of management key driverhCentralization may mean the cloudCentralization may mean the cloud
All-in-one devices gaining momentumh48% of organizations use/want to use Two types of devicesh48% of organizations use/want to use Two types of devices
Move to new facilityR l i TDM i f t tReplace aging TDM infrastructureNeed to centralize voicemailNeed integrated call features across multiple Need integrated call features across multiple locationsWorkforce becomes more mobileWant virtual contact centerWant virtual contact centerTime for a network upgradeVoice survivability/disaster recoveryy yRenegotiate telecom contractCost reduction opportunities/responseGreen initiatives
Challenge 1: Ever-shrinking IT budget Challenge 1: Ever shrinking IT budget h In 2009: 85% of organizations had decreased or flat budget vs. 46% in 2008
Challenge 2: Staff decreasesChallenge 2: Staff decreaseshOn Average by 17%
Ch ll 3 I t bilit Challenge 3: Interoperability concerns h Limiting adoptionh C t d d lih Concerns over standards complianceh Added cost & complexityh Need for additional upgrades just to achieve backwards complianceNeed for additional upgrades just to achieve backwards compliance
2009 Benchmark data: Average of 34% bandwidth increase year over year (in a flat economic environment benchmark conducted during worst months of flat economic environment—benchmark conducted during worst months of recession, January to April 2009)Increases driven by:yh Bandwidth-intensive applicationsh Multimedia applications (voice, video)h Distributed/collaborative applications
Optimization techniques can mitigate but not eliminate need for increased bandwidthbandwidthBottom line: WAN architectures must accommodate growth
MPLS is a technology, not a serviceWe say “MPLS” when we mean “layer 3 RFC 2547/4364 MPLS”—not any of the others (which are also MPLS)We say “Carrier Ethernet” to mean three separate service types:hEthernet connectivity to layer 3 MPLS (which is also MPLS)hPoint-to-point Ethernet connectivity (which may be delivered over an
MPLS fabric)MPLS fabric)hMultipoint Ethernet connectivity (which must be delivered over an
MPLS fabric)
Therefore, a service can simultaneously be “MPLS” and “Carrier Ethernet”—or be one or the other
Median ITE to mobile worker is about 255 (range is 100 to 1,600)15.8% of employees are mobile, on average (range is 0 to 55%)Median mobility spend up 16% percent ($670 000 in 2009 vs Median mobility spend up 16% percent ($670,000 in 2009 vs. $560,000 in 2008)Median spend per mobile user = $2,833 (about the same as in years Median spend per mobile user $2,833 (about the same as in years past)Of those who have a mobility strategy 50% say their strategy was Of those who have a mobility strategy 50% say their strategy was “extremely successful”, another 50% say “successful”Enterprise user populations are shifting from “special-purpose” Enterprise user populations are shifting from special purpose (sales, logistics, onsite repair) to “general”
Develop & regularly refine your mobility strategyWireless is mainstreamhDon’t be leery about using 802.11x; it’s tried and testedDon t be leery about using 802.11x; it s tried and testedhDo consider how you’ll secure and manage your WLANhTread carefully with 4G, as standards emerge and carriers supportTread carefully with 4G, as standards emerge and carriers support
Keep control of mobile deviceshYou own numbershYou own numbershYou can leverage your buying powerhEasier for IT to supporthEasier for IT to support
Consider key emerging WAN technologies.Standardize products capabilities at your Standardize products, capabilities at your distributed enterprise.Plan for expansion! The keyword here is “more” applications, bandwidth requirements, branch-office sites, expectations from users, , p ,etc.Leverage wireless—fixed and mobile.Understand business problems VoIP & UC can solvesolve.Spend time up front educating IT, business units, executives.h Win support internally.
Tie UC to corporate green initiatives.h Enables telecommuting
Prioritize: You can’t do it all now!Consider MSPs, third parties.Know your numbers!
Enterprise WAN device (CE) must be a router Enterprise WAN device exchanges routing info with carrier WAN device (PE)Routing across cloud handled by carrierPackets are mapped into pathsPackets are mapped into pathsPath topology is defined by carrier hO ti i f h t i ti f ll l dhOptimizes performance characteristics for all users across cloud
Connection between CE and PE may be either standard telco interface (T1 fractional T3 T3 etc) or alternative interfaces (DSL interface (T1, fractional T3, T3 etc) or alternative interfaces (DSL, Ethernet.. or even Ethernet-over-DSL…)
Three Flavors of Carrier EthernetEthernet access to MPLS networkh This is just canonical (RFC 2547/4364) layer 3 MPLS service with an Ethernet
connection between the CE and the PE h CE must still be a router; still exchanges routing information with PE
Ethernet point to point across MPLS (or other) networkEthernet point-to-point across MPLS (or other) networkh “Virtual private wire services”—VPWS (Martini RFC)h CE may be a (layer 3) router or a (layer 2) switchCE may be a (layer 3) router or a (layer 2) switchh Carrier emulates “Ethernet in the cloud” between any two points in the WANh No routing information is exchanged between user and carrierg g
Ethernet Virtual Private LAN Services (VPLS)h CE may be a router or a switch; customer handles routingh No routing information is exchanged between user and carrierh Carrier emulates “Ethernet in the cloud” between multiple points in the WAN
MPLS has successfully scaled to support 10,000-node networks; multi-thousand node networks are not uncommonLargest known Carrier Ethernet network is ~ 200 nodesOne reason: OSPF route adjacencies max out at 50 (therefore you can’t have any-to-any connectivity of more than 50 sites)Users can engineer hierarchical routing across Carrier Ethernet (same as with private lines in the old days)This takes some degree of routing skill and expertise from users MPLS generally doesn’t require the same level of expertiseMPLS generally doesn t require the same level of expertise
Get quick answers to important questions Compliance/security/regulatory issues
Key Benefits Why Not?
questionsHelp close dealsImproves customer service at contact centers
p y g y
centersKeep increasingly virtual staff connectedCost reduction through lower phone usageusageDashboards provide quick glance and integrated communicationsRemote supervisor tool (What’s your Remote supervisor tool (What s your availability?)Know how to contact whom (presence)
Challenge: Competition for retail g pshelf space Solution: Integrating mobile data g gdevices with inventory system applicationOutcome: One sales person replaced $70,000 worth of product instantly
Challenge: Increasing top-line revenue at restaurants at restaurants Solution: Wireless-enabling waitstaffOutcome: Measurable increase in alcohol sales and margins
Note: Also works in high-end coffee b ith t bl i !bars with table service!
Business Case: JITFTEChallenge: Obtaining real-time subject matter expertisej pSolution: Integrating data devices with presencepOutcome: Measurable increase in close rates and decrease in sales cycles
Outcome: Streamlined speed of pinformation validation by 20%-25%, maintained historical record of analysis (vs email record of analysis (vs. email trail)