Automating On-Boarding and Off-Boarding Through ServiceNow and Provisioning Portals for Avaya and Skype for Business

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2 Automating On-Boarding and Off-Boarding Through ServiceNow and Provisioning Portals for Avaya and Skype for Business David Raanan, Partner, Starfish Associates Bill Magnuson, Director of Unified Communication, Reed Elsevier

3 Today s Objectives Discuss options and benefits of automating telecom administration workflows by integrating with IT infrastructure components like Microsoft Active Directory, Identity Managers and IT Service Management Systems Case Study: Review how Reed Elsevier addressed telecom management challenges with Starfish Provisioning Solutions.

4 Company Overview Starfish is a leading provider of telecom software solutions. Starfish offers multi-vendor unified communication and contact center solutions to enable organizations to streamline and optimize telecom business processes. Our solutions are deployed in large global enterprises and Fortune 500 companies. Starfish is headquartered in Bridgewater, NJ.

5 Streamlining Telecom Business Processes Automating telecom business processes drives operational efficiencies and significantly reduces cost of ownership by streamlining and optimizing the management of increasingly complex telephony environments. Our approach to achieving business value: Automation Self-Service Monitoring & Optimization

6 Automating Telecom Business Processes Streamlining and automating telecom business processes drives operational efficiencies and significantly reduces cost of ownership by simplifying the handling of increasingly complex telephony environments. Starfish technology platforms are widely deployed in many of the largest enterprises, automating over 1 million transactions around fortune 500 and large enterprise companies in the last 12 months.

7 Technology Platform Architecture Active Directory Identity Management Systems HR Management Systems IT Service Management Custom Web Services IT Connectors Starfish Directory Starfish Workflow & Sync Engine Solution Portals Starfish Database Telecom Connectors Avaya Cisco Microsoft Contact Center Applications

8 Starfish Automation Architecture The Starfish Database maintains the telephony context: systems, dial plans, available extensions

9 Technology Platform Architecture The Starfish Database also maintains available extensions by ranges.

10 Technology Platform Architecture The Starfish Directory maintains the associations of users to telephony resources.

11 Starfish Sync and Workflow Engines Starfish Sync Engine keeps data stores up-to-date by synchronizing data with IT and telephony sources of truth i.e. user data from IT components and telecom data from the telecom components. Starfish Workflow Engine tracks lifecycle events of users through connectors and implements business logic by triggering administration transactions (aka MACD): Add User Modify User Delete user Move User Disable User Enable User

12 Telecom Admin Automation: AD Integration Active Directory Provisioning Demo

13 Case Study: Integration with Identity Management One of the nation s largest mortgage lenders with over 13,000 employees and many lines of business. Telecom environment Avaya with multiple CMs, CMSs, AVST voic and NICE call recording. Telephony On-boarding Workflow: Microsoft FIM reads an HR database and synchronizes the data to Starfish Provisioning Solution (SPS). SPS determines the new user s role: If the new user is not a contact center agent: Allocate an extension from a range corresponding to the line of business and location. Determine which PBX and voic system to use. Create a station on CM with the LOB template. Create an AVST mailbox. Send a Welcome Board message to the user and notification to administrator.

14 Case Study: Integration with Identity Management If the new user is a contact center agent: Allocate a station extension and login ID extension from ranges corresponding to the line of business and location. Create a station on CM with the LOB template. Create an AVST mailbox. Create an agent login ID and skill it based on the agent role. Create user and configure settings on the NICE call recording server. Send a Welcome Aboard message to the user and notification to administrator.

15 Phone # update Case Study: On-boarding Workflow Microsoft FIM 1 User 2 Starfish Provisioning Solution 2 Agent Create CM Station 3 Create AVST mailbox 4 Send Notifications 5 Create CM Station 3 Create Agent login ID Update CMS 4 Configure Call Recording 5 Create AVST mailbox 7 6 Send Notifications

16 Case Study: Integration with IT Service Management One of the nations largest insurance companies with over 30,000 employees. Telecom environment is a mix of Avaya and Cisco communication platforms and voic systems. Telephony On-boarding Workflow: Hiring manager completes a telephony request in the IT ticketing system with details of the new user including position, location and telephony options. Starfish Provisioning Solution (SPS) polls for requests: If it gets a telephony request it marks it as assigned and triggers appropriate transactions. Based on user details in the ticket, SPS will create Avaya and Cisco telephony resources. Upon successful execution of related transactions, SPS changes the status of the ticket and communicates the new resource details to the billing system. SPS updates the HR system with the new phone number.

17 Process Automation: ServiceNow Integration Service Desk User ServiceNow Web Services Starfish Workflow & Sync Engine Telecom Connectors Avaya Cisco Microsoft Contact Center Applications

18 Starfish Call Flow Building Blocks Starfish Provisioning Activity Packs for ServiceNow

19 Orchestrating On-boarding Workflow for ServiceNow

20 Telecom Admin Automation: ServiceNow Integration ServiceNow Provisioning Demo

21 Case Study: World-leading provider of information and analytics for professional and business customers across industries. Global company serving customers in more than 180 countries and employing approximately 30,000 people. Operate in four major market segments: Scientific, Technical & Medical: Risk & Business Analytics; Legal; and Exhibitions. Learn more:

22 Case Study: Technical Landscape Avaya Elite Enterprise ~18,000 Stations (Globally) 2, 4 CMs NA, APAC, EMEA # Gateways Avaya Elite - ~4,300 Contact Center Specialist (Globally) Interaction Center Experience Portal Productive Outreach Manager (POM) Breeze Verint Quality, Scheduling and Adherence Modular Messaging Microsoft Lync ~43,000 Configured Users (Globally) 5, 6 LyncPools (NA, APAC, EMEA) All Modalities (IM, Presence, Conferencing, Persistent Chat, Enterprise Voice) Office 365 Unified Messaging (Lync/Avaya) Moving to Skype for Business Sonus (6) 5K (Level 3, AT&T, Verizon), 2K, 1K, Tenor SIP Enabled Carrier Class Network Polycom RealConnect SIP Enabled Multimedia Environment

23 Case Study: Telecom Administration Challenge: was how to streamline and automate labor-intensive, time-consuming process of on-boarding and off-boarding in a multi-vendor telephony environment with increasing business growth with the same resource (23 FTE) base at substantial cost reduction (-$1M annually). Manage the migration of knowledge workers from Avaya to Lync 2013 Streamline and automate knowledge users telephony management through ServiceNow requests Improve Contact Center agents on-boarding and off-boarding process which is currently prohibitable slow, cumbersome and error-prone

24 Case Study: Manage migration of knowledge workers from Avaya to Lync 2013 Implemented process Manual process using spreadsheets to plan and keep track Use ASA to disable stations on Avaya CM Use ASA to later remove disabled stations Use MS Admin tool and power shell scripts to create and enable Lync users and UM Mailboxes Use spreadsheets to manage configurations, phone numbers and logs. Time consuming, error prone, poor visibility due to manual log keeping.

25 Case Study: Manage migration of knowledge workers from Avaya to Lync Revised Process Migration application reads a list of users to migrate and automatically triggers a migration workflow CM stations are disabled and marked for later removal Lync users and UM mailboxes are automatically configured based on AD user profiles and associated with allocated phone number from managed ranges Cleanup service removes marked extension after a configurable delay All transactions are logged

26 Case Study: Manage migration of knowledge workers from Avaya to MS Lync 2013 Revised Process Starfish Provisioning Portal enables admin on-board new users: Search and select AD users Automatically enable and configure Lync settings and enabling UM mailboxes Trigger single transactions or batch jobs for multiple users.

27 On-boarding and migrating Lync users Migration Applications Provisioning Portal Starfish Database Starfish Workflow & Sync Engine Starfish Directory CM MS UM Lync

28 Provisioning Portal Select user from Active Directory Enable and config voice and UM mailbox

29 Case Study: Manage migration of knowledge workers from Avaya to MS Lync 2013 Results Fast efficient and precise execution of pre-defined work flows Dramatic improvement of operation efficiency 6,000 users in 23 sites migrated cleanly to the new environment Provisioning Portal heavily used for on-going management

30 Case Study: Streamline and automate provisioning of knowledge users and contact center agent through ServiceNow requests Alignment with enterprise wide initiative to leverage cloud based ITSM Implemented process Use spreadsheets to maintain list of agents to provision or remove Execute manually a 7 step process to connect to 6 different systems to create accounts and update databases. Use spreadsheets to keep track of which login IDs were -created and removed, manage ranges manually Process duration around 3 hours.

31 Case Study: Improve Contact Center agents on-boarding and off-boarding process Improved Process Drive all provisioning service requests using ServiceNow, leverage its self service capabilities Starfish Provisioning Service automatically triggers pre-defined workflows to create and configure accounts in all relevant target systems All transactions a logged and reported on Process duration around 3 seconds with no manual processing.

32 User experience driven by ServiceNow End users are directed to the servicenow portal to request a phone or make telephony requests like resetting voic password.

33 User experience driven by ServiceNow

34 Approval process workflow defined in ServiceNow

35 Automatic fulfilment of the request by Starfish Provisioning Service Transaction results ServiceNow Starfish Provisioning Solution User Determine realm Agent Create CM Station Enable voice for Lync user Create CM Station Create Agent login ID Update Verint Enable MS UM Voic Create MM/AAM Mailbox Update CMS Dictionary Update OA Reporting groups x x Create MM/AAM Mailbox Create IC Agent Notification

36 Case Study: Improve Contact Center agents on-boarding and off-boarding process Results Streamlined and automated on-boarding/off-boarding process Self service capability extended to end-users using ServiceNow Dramatic improvement of efficiency: execution duration down from hours to second. Automatic management and tracking of extensions: NO MORE SPREADSHEETS

37 Case Study: Next Steps Move from Lync 2013 to Skype for Business Track inventory and integration with billing system for chargeback

38 Thank You for Attending! Please remember to complete your evaluation of this session in the Avaya ENGAGE mobile app. 709: Case Study: Automating On-Boarding and Off-Boarding Through ServiceNow and Provisioning Portals for Avaya and Skype for Business

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