7th Principle of Open Communications: Open Service Delivery

In my previous posts regarding the 7 Core principles of Open Communications I focused on areas that were specific to platform architecture.
In this post, I want to talk about how you can successfully design, integrate, and maintain your platform so that you are getting the most of your solution.
Wrapping services around your UC platform choice is of great importance to ensuring your implementation is successful. From simple implementation of the core platform to integrating with other line of business applications, its important to have a methodology that is able to be repeated. A successful project starts with up front consulting and provides you, the customer, with the framework of how to proceed with your project. Some of the services associated with a UC implementation are as follows:

Needs Assessment: This can encompass modeling current business practices. Looking at how your business communicates both internally and externally. Categorizing end user roles and responsibilities. Finally it determines the applicability of each UC service to your organization. Where should you begin and what should be introduced first to get the best results.

ROI and TCO assessment: Taking the information gathered from a Needs Assessment, this service will allow you to have a better understanding of the financial benefits to implementing your UC solution. It's critical to justify your business case and a useful exercise for any corporation.

UC Architectural Design: This really focuses on how the UC platform will be implemented and tied into the enterprise over a given period of time. It provides a target architecture so the customer can better understand where the end state will be and how they will get there.

Security, Telephony, and Network Assessments: These are all critical elements to a successful implementation. It is also a key risk management function since the main goal is to gain a more intricate understanding of the enterprise infrastructure as it stands today, as well as what modifications need to be made to support the target architecture.

Project Management: This service can't be overstated. A competent and experienced project manager will make or break a UC implementation. Project managers should have the right mix of certification and practical experience.

Multi Vendor Management: In the real world it's not possible to rip and replace an existing platform overnight. Investments need to be protected and a graceful migration will need to be put in place. Having a vendor that can provide this
service can give you confidence and help to manage a transformation in a controlled manner.

NOC services: How do you manage your environment on a day to day basis? Do you have the tools and expertise to manage the new environment accurately? The ability to outtask certain operational management functions can greatly alleviate overhead of managing your own network. This allows you to make better use of your personnel to work on more strategic revenue-producing projects while ensuring the health of your investment over its lifecycle.

Open Service Delivery should encompass all of the above to provide a cradle to grave capability for the customer. It can reduce risk, justify your investment, and safely maintain its operation over time. As part of any UC platform analysis, Open Service Delivery is a key consideration.  This is the last of the 7 core principles of Open Communications. If you follow all seven, I am confident your UC project will be a success and more importantly your company will enjoy the results of that success for years to come. Drop me a line and let me know your thoughts.

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