• Multi-tenant nature of the UC environment
MSPs and enterprises operate in a hierarchical organisational environment. They deliver services to multiple customers, each having additional layers of end users, business units and locations. As a result, providers and their customers need the ability to segregate and view UC service performance data by customer and specific organisational groupings.
This capability, along with the ability to set and monitor key performance indicator (KPI) thresholds for each grouping, provides the means to uphold varying service-level agreement (SLA) commitments among specific customers, divisions, or locations. Without tools inherently designed to manage an infrastructure environment with multiple tiers of tenants, providers will either not have an adequate degree of visibility to do precise service-level monitoring and troubleshooting, or they will need to resort to time-consuming, individualised performance management deployments, both of which increase the cost of management for the UC services.
• Addressing changing service usage patterns
Understand changing service usage patterns for UC components is essential because a UC service can be adversely affected if the underlying resources are over-utilised. Service usage monitoring is needed to ensure that UC services provided to customers stay at optimum performance levels. Proactively monitoring traffic growth and utilisation for all UC components allows for effective service growth, resource planning, and QoE assurance.
For all of the above reasons, having a comprehensive performance management solution is critical for delivering quality UC services. Service providers should seek a solution that provides a carrier-class, multi-tenant, holistic and cross-silo approach to UC service assurance. By deploying a solution that meets these criteria, providers and enterprises will benefit from:
• Faster time to market and increased ease of deployment and management of UC services
• A single, unified toolset that offers a cohesive view of the entire UC services environment and reduces monitoring costs
• Effective monitoring of UC service performance to assure a quality end-user experience
• Expedited troubleshooting and resolution of performance issues
An end-to-end performance management solution will fully equip managed service providers and enterprise IT alike with the information needed to effectively manage the performance of unified communications for their many service recipients and ensure high customer satisfaction.
Kathleen Ayres is product marketing manager for InfoVista, a leading proactive service assurance management software company. InfoVista empowers telecom operators, services providers and large enterprises to maximise business return and productivity by assuring the optimal performance of mission-critical networked services, applications, and infrastructures. Kathleen can be reached at Kayres@infovista.com.
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