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Unified Communications Its cool, but how can you demonstrate value to the Business?  

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Toby ArmfieldSolution PrincipalEMC Consulting

Building the Business Case for UC

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Agenda• Introduction

• Customer Challenges

• Business impact of UC

• Building the business case

• Case studies

• Why EMC

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IntroductionClick icon to add picture

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EMC – You’re the storage guys right?

Fully Automated Storage Tiering (FAST): Automates movement and placement of data

• Enables efficient use of Flash and SATA drive technologies

• Optimizes both performance and cost based on user policy

• Supported across Symmetrix, CLARiiON, and Celerra• Business applications are always optimized• Never have to trade off between capacity or

performance• Simultaneously lower costs and raise service levels

Energy efficient tiered storage technologies• Tiering• 1 and 2 TB LP SATA • Flash drives • Energy efficient arrays• Adaptive cooling• Snapshots

Atmos CLARiiONCentera Data Domain and Disk Library

SymmetrixCelerra Connectrix

EMC’s Best-of-Breed Offerings—Superior Choices, Proven Technology, Best Value

EMC Centera 4-Node

DMX-3 and DMX-4 DMX-3 950DMX-4 950NS-960

NS-120

NS-480

VG2 VG8NX4VMAXVMAX SE

MDS-Series

B-Series

Virtual Archive

Data Domain Deduplication Storage Systems

DL5000 series

Atmos

AtmosVirtualEdition

CX4 UltraScale Series

AX4

• Deduplication• Single

instancing• Active

archiving• Spin down• Thin

provisioning• Compression

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Today ServicesLeading information-focusedservices organization in world1

Services

SoftwareSixth largest software company#1share in total storage software3

Software

Systems#1 share in external disk, networked storage, VMware environments2

2000

1 EMC ranked in leaders quadrant Gartner Magic Quadrant for Storage Professional & Support Services2According to a Forrester Survey of 124 IT decision makers using x86 server technology, Source: IDC, March 2009; Forrester, January 2009

3 IDC Worldwide Quarterly Storage Software Tracker, Sep 2009

EMC Has Evolved

Systems

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Who are EMC Consulting?Global ReachA global professional services provider established in 2002

Over 2700 consultants worldwide.Supplemented by almost 10,000 EMC Global Services professionals. 2009 Revenues ~ $500m

Experience Proven deployment experience that speeds implementation and minimizes risk

• Hundreds of SharePoint engagements• Over one million Exchange users migrated• Hundreds of thousands of desktop deployments; hundreds of systems management implementations• IBM Lotus Notes migration specialists—tools and methodology; hundreds of thousands of mailboxes and applications

migrated• Hundreds of innovative user experience and enterprise search designs

Talent Thought leaders with elite certifications provide in-depth expertise and insight

• Worldwide consultants certified as Microsoft MVPs, MCPs, and Certified Architects, VMware VCPs, and security: CISSP, CISA, CISM

• Over 75% of program managers are certified PMPs• Authors of System Center, ADO.NET, SQL Server, Transparent IT books• Ranked #2 Interactive Agency on the New Media Age Top 100; winner Best Online Initiative ,The Card Awards

Partner relationshipsComprehensive alliances leverage the leadership and innovation of complimentary organizations

• Microsoft Global System Integrator, Global Alliance Partner, Worldwide ISV• Microsoft Gold Certified Partner with 12 competencies• 20-time Partner of the Year winner; FASTforward Enterprise Search Innovation Award• TAPS for SharePoint 2010, Office 2010, Exchange 2010, Windows 7, Forefront, SQL Server 2008, OCS, Surface, ASP.NET,

Silverlight, Visual Studio, BizTalk 2006

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These clients already know why

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EMC and Microsoft20 Partner of the Year awards

12 Competencies

“I'm super impressed by what EMC's done building this incredible service capability around Microsoft products in general, SharePoint in particular. They've got the largest group of trained professionals around SharePoint. It's really impressive.”

Steve Ballmer, CEO, Microsoft – February 2009

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Customer ChallengesClick icon to add picture

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Organisational ChallengesCE

O • Increased Profitability• Lower Cost Structure• Improved Risk Management• Enhanced Brand Value• Increased Customer Loyalty• Enhanced Distribution• Product Innovation• Diversification of Revenue

Streams• Impact of M&A Activities• Leverage Technology for

Business Advantage Man

agem

ent • Increased Business Efficiency

• Enhanced Risk Management• Low Cost Channels to Market• Speed to Market• Reduce Operational Costs• Increase Competitive• Increase Customer LTV• Relationship Management• Improve Technology• Regulatory Compliance

IT • Shared Service Outsourcing• Customer Data Integration• Real-Time Integrated

Analytics Systems• Enhanced Digital Channels• Virtualisation/VDI• Reduce TCO & Cost to Serve• Enterprise Cloud (Public &

Private)• Knowledge Management

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Consumerisation of IT

“Consumer IT will affect every enterprise. Attempts by enterprises to deny this are doomed to failure, just as previous attempts to deny Wi-Fi, 'smart' mobile phones, the Internet, and even the PC itself failed.”

– David Mitchell Smith, VP & Gartner Fellow, Gartner Inc.

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Business ImpactClick icon to add picture

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Customers Adopting UC Recognize Benefitsin Productivity Ahead of Cost Savings

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Benefits of a Business Case• Better understanding of hidden costs and

complexity

• Improved communication capabilities within the organization

• Better alignment between business value and technical solution

• Access to financial metrics to prioritize IT projects

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Building the Business Case

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Making the business case

Develop use cases

Assess your environment

Compare options,

develop the architecture

Identify and document cost

savings and Business benefits

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Develop Use Cases• Mobile Workers:

– Travels regularly (more than 20% of the time)

– May not have fixed, traditional workspace

– Works from airports, hotels, client offices

– May work from home during normal business hours

– Persona: Senior executives, sales, consultants

• Departmental Workers:

– Works primarily from a corporate office

– Travels occasionally to clients or other offices, less than 20% of time

– Persona: Department roles such as marketing, engineering, finance

• Teleworkers:– May not have fixed,

traditional office workspace

– Works from home during normal business hours at least 1+ day per week

– Persona: Any employee

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Organisational Roles• Executive

– Delegate while mobile to ensure critical decisions are made

– Be accessible to customers and internal teams

• Salesperson– Stay connected with project teams and customers

– Quickly respond to customer requests while mobile

• Departmental Workers– Collaborate on projects with distributed team

– Access information while away from their desks

• Teleworker– Work from home or elsewhere without compromising productivity

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Assess Your EnvironmentEnvironment Potential Benefits

Early in the evaluation of UC

Value opportunities in several areas of the business

Lower TCO

Improve business processes

Enable telework

Looking to upgrade messaging system

Using legacy e-mail systems such as IBM Lotus Notes

Reduce cost of third-party solutions

Reduce impact of down time

Customers with high travel costs

Green initiatives to reduce carbon emissions

Reduce travel and training costs

Reduce audio conferencing charges

Reduce carbon emissions

Want to upgrade from legacy PBX systems

Need a solution for many locations or branches

Reduce telephony provider costs

Consolidate and centralize hardware

Reduce management and maintenance costs

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Compare Options & Develop The Architecture

User profiles/workloads

Business Process

Remote / HomeOffice

Data Center Strategy

Existing Infrastructure

Current/FutureSLAs

UCStrategy

Network Architecture

Desktop Strategy

Governance Compliance

Virtualisation strategy

Skills &Resources

What do you require?

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Identify Cost Savings & Benefits• Cost Reduction - by increasing the number of first time contacts,

reducing call charges and eliminating third party conferencing costs.

• Workforce Productivity – improved by several hours a week per employee through facilitating more productive communication and collaboration.

• Customer Satisfaction – is enhanced by increasing employee responsiveness to customers, partners and co-workers.

• Risk & Compliance – these are better managed by placing structure and best practice around the way you utilise communication within your organisation.

• Carbon Considerations - by enabling better remote communication and reducing the need for unnecessary face to face meetings.

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Case StudiesClick icon to add picture

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Current challenges• Integration with other Strategic Programs and/or MS applications

– OCS/IM currently only deployed in-house– Support new initiatives such as Unified Messaging– Look at federation / Public IM connectivity

• Looking to understand the TCO of implementing audio/web/desktop sharing from OCS.

– How would this integration work with a cloud based solution– Understanding the risk vs. value of staying with Cisco/Webex or moving to full

MS solution

• Challenges with Video Conferencing– Currently from large meetings– Looking to support desktop ad-hoc video– Challenges in delivering conferencing facilities in a globally distributed env

• Regulatory / Compliance requirements

• eDiscovery – compliance/litigation needs

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Deliverables• Detailed current infrastructure assessment

• Define end-state / Services Requirements – Users requirements: UCC Capabilities (E.g. Full IM, single number, UM, eDiscovery, etc)– IT Requirements: SLAs, Manageability, Security

• Detailed Options and ROI analysis– Deployment options including: in-premise and cloud (by default CIO asks for Cloud)– Differences between Exchange 2007 and 2010

• Recommended implementation plan– Roadmap with individual phases/projects showing ROI, Risks, Dependencies, and Metrics to

measure benefits.– Budgets and Milestones for each deployment phase/project

 ”We want vendor expertise and leadership guiding and shaping this work, rather than us defining the specific process and deliverables from the

beginning.”

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Cost Savings & Benefits• The following benefits could be achieved as the solution is rolled out and users

start to use the advanced functionality

• Decreasing Costs:– Reduce Travel Costs $1.3M– Reduce Conferencing Costs $450K– Reduce Telephony Costs $820K– Reduce Messaging Costs $185K

• Improving Business Outcomes:– Faster Project Completion $3.2M– Shortened Sales Cycle Times $5.9M– Increased User Productivity $3.5M

• Total Potential Annual Benefits: $15.5M

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Mth 1 Mth 2 Mth 3 Mth 4 Mth 5 Mth 6 Mth 8 Mth 10 Mth 12 Mth 14 Mth 16 Mth 18Investment $1,011,573 $25,000 $50,000 $146,200 $50,000 $231,996 $197,133 $194,266 $1,186,113 $115,820 $115,820 $115,820 $3,439,741BenefitsProductivity Increases $0 $0 $0 $0 $0 $0 $2,316,667 $2,316,667 $2,316,667 $2,316,667 $2,316,667 $2,316,667 $13,900,000Cost Reductions $0 $0 $0 $0 $0 $0 $242,500 $242,500 $242,500 $242,500 $242,500 $242,500 $1,455,000Net Cash flow $1,011,573 $25,000 $50,000 $146,200 $50,000 $231,996 $2,362,034 $2,364,901 $1,373,054 $2,443,347 $2,443,347 $2,443,347Cumulative Net cash Flow $1,036,573 $1,086,573 $1,232,773 $1,282,773 $1,514,770 $847,264 $3,212,165 $4,585,219 $7,028,565 $9,471,912 $11,915,259 $11,915,259

Roadmap & Business Benefits

Peer to Peer Audio & video: Users can elevate IM

conversations or set up ad hoc and scheduled audio or video conferences from their desktops (HW permitting) to

improve collaborative working

Dial in and Web Conferencing: Enable users to launch

scheduled and ad-hoc web conferences (Live meeting) and

voice conferences with both internal and external

participants

Mobile Working: Enable users to have access to all services from any location and setup home offices / teleworking

facilities

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EMC’s Business Benefits• Direct Cost Savings

– Exchange Unified Messaging Voicemail• Eliminate voicemail systems/support/software costs

– Voice calls over IP/Communicator• Reduce PSTN phone calls and charges• Reduce long-distance charges

– Internal hosting of LiveMeeting• Reduce dependency on hosted solution (previously spending thousands/month)

– Cost avoidance• IM rather than voice• Reduce travel costs (hold virtual meetings rather than physical)

• Indirect Benefits– Accelerate Sales Process– Increase customer satisfaction– Accelerate problem resolution– Increase team collaboration

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Why EMC?Click icon to add picture

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NetWorker, NMM integration with MS VSS

EMC Data Domain

EMC Centera

RSA Data Loss Prevention Suite

RSA enVision, RSA SecurID, RSA Adaptive

Authentication EMC Consulting

Services

EMC Tiered Storage

Proven Solutions and documented best practices for optimal layout and design

Implementation services

VMAX

RecoverPoint, SRM EMC Consulting

Services

Best practices and Proven Solutions for deploying on HyperV or VMware ESX

EMC Tiered Storage

EMC Consulting Services: Virtualization leadership

VirtualInfrastructure

Tiered/Unified Storage

Backup andRecovery

Business Continuity

Archive Security

EMC Consultin

g

EMC Consulting Services

• Strategy Services: Assessment of present environment, Business Case for Change, “To-be” Architecture, Transformational Roadmap, PMO.

• Planning Services: Unified Communications Design, Technical Planning, Operational Transformation, On-going Management

• Build Services: Messaging Migration, Application Migration, Performance Tuning, Process Automation

EMC Avamar EMC Data

Domain EMC Centera

Making Microsoft UC Enterprise Ready

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There are Thousands of Vendors… Why EMC for Unified Communications?• We invest in Best Practices and Intellectual Property

– EMC Proven Solutions – reference technical architectures and best practices– Consulting Accelerators – delivery templates to accelerate deployment– Tailored Methodology – consistent quality and engagement

• We believe it takes more than a Technical Rock Star– We combine 5 horizontal competencies with vertically-based business consulting– EMC specializes in areas like User Adoption and Experience, Collaboration, Integration and Migration, Custom

Development– Unified Communications offshore delivery specialists – migration factory, development, testing

• We have more experience than most– 1000’s Virtualization projects over many year with proven expertize in Microsoft Hyper-v– Longstanding Microsoft relationship with deep expertise in Storage, Archiving, Data Management and Security

• We have worked hard to maximize Unified Communications investments– Software – Ionix, RSA, Archer, vSphere, Virtual Center, HA, FT, SRM– Hardware – Proven architectures for Clariion, Symmetrix, Celerra

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EMC Consulting for Unified CommunicationsExperienceProven deployment experience that speeds implementation and minimizes risk

Thousands of Microsoft Unified Communications engagements

Early deployment partner of Exchange 2010 solutions

15+ years of UC advanced consulting services

Participation in Microsoft Exchange Solution Review Program (ESRP)

TalentThought leaders with elite Microsoft and VMware certifications provide in-depth expertise and insight

Microsoft and VMware certified consultants

PMP certified program managers

Exchange MVPs & MCMs Published authors of

Windows Server, System Center, and Transparent IT books

RelationshipsComprehensive alliances leverage organizational leadership and innovation

Microsoft Gold Certified Partner with 12 competencies

20-time Microsoft Partner of the Year winner

2010 Microsoft UC Partner of the Year finalist

Participation in Microsoft’s early adopter program “TAP”

15+ EMC product groups 90+ EMC participants in

Exchange 2010 programs

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Assessment and Strategic Impact Plan Services

Migration Factory for Enterprise Messaging Services

Enterprise Messaging Archiving and Compliance Services

EMC’s Unified Communication Services

Tier 1 Mission Critical Application Virtualization Services

Architecture and Implementation Services

Enterprise Messaging

IM & Presence

Telephony Enablemen

t

Network Conferenci

ng

Establish a vision and strategy for organizational fit and value for an Enterprise Unified Communications solution and assess the customer’s readiness for adoptionDesign and Build Enterprise Unified Communications solution based on customer business needs

Perform large scale mail migration & support services with our proven approach using a blended onshore/offshore team model

Evaluate customers archiving requirements against tools and determine\implement optimal platform

Virtualize customers existing or planned Enterprise Unified Communications solution to consolidate, optimize, and provide HA\DR

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Unified Communications References

EMC has performed the largest migration to Microsoft Online in the world. This customer was a large international organization leveraging EMC’s Mail Migration Factory services to quickly migrate to the SaaS solution

FACTS: 120,000 seats from Lotus Notes to Microsoft BPOS

Global Pharmaceutical Organization

Large enterprise Unified Communications solution migrating from legacy email and instant messaging technologies to a unified Microsoft platform across the enterprise. EMC also deployed enterprise archiving & compliance solution.

FACTS: 20,000 seats from Novell GroupWise to Microsoft Exchange and OCS

Global Healthcare Service

Organization

Large enterprise Unified Communications solution migrating the customer’s messaging, applications, and instant messaging platforms from Lotus to Microsoft Exchange & SharePoint.

FACTS: 15,000 seats from Lotus Notes to Microsoft Exchange 2007, SharePoint, & OCS

International Healthcare

Organization

Large enterprise Unified Communications solution migrating the customer from Exchange 2003 to Exchange 2010 in a fully virtualized, highly available, EMC private cloud infrastructure.

FACTS: 120,000 seats from Exchange 2003 to Exchange 2010

Global Aerospace Technology Company

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