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Release Management

Release Management. December, 2012. Technology Adoption Gap. Technology Adoption Gap. Adoption optimizes the business value. Increased Solution Functionality & Complexity. Ability to Consume Functionality & Complexity. Delivering Premium Client Value.

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Release Management

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  1. Release Management

    December, 2012
  2. Technology Adoption Gap Technology Adoption Gap Adoption optimizes the business value Increased Solution Functionality & Complexity Ability to Consume Functionality & Complexity
  3. Delivering Premium Client Value Avaya Client Services is transforming how we meet clients’ needs from support to managed solutions Mitigate Risk Optimize Solution Performance Reduce TCO Drive Business Value
  4. Release Management Issues Application driven business communications solutions require that the software and firmware be maintained and current to maximize performance. To meet this requirement IT teams must extend resources resulting in increased: Time – internal resources must be utilized to perform not only the load of the software update, but all the tasks that go along with it. The time alone could require a half to a full HC depending on the applications and size of the environment. Monitor Analyze Plan (incl a back-out strategy) Implement Test Risk – Anytime software or firmware is loaded into a complex environment there is a risk associated with it. Conflicts Improper installation Bad SW/FW load Cost – the actual cost of performing the task as well as the costs associated with maintaining tools and skill sets must be considered when customers determine they will maintain responsibility for keeping their SW/FW current.
  5. Release Management Offer The Avaya Release Management Offer covers the full breath of the Avaya product lines including the underlying Operating Systems. This means that the customer WILL NOT have to perform any of the tasks associated with properly caring for SW and FW patching. Monitor SW manufacturer’s releases for updates. Analyze manufacturer’s SW/FW release notes to understand the impact on specific customer’s environment including any potential conflicts with other applications. Provide customer recommendation of whether the update is a benefit to current operating environment Create a back out plan. Before any work is ever performed it is critical that a back out plan is created that ensures the last known “Good” configuration is stored incase an unwanted event does occur. Schedule and then implement SW/FW Load. Test the update to ensure it is performing as expected.
  6. Release Management Offer What is included? All Software updated associated with the customers current application environment. Bug Fixes, Patches, Service Packs…any regular updates from the manufacturer in support of existing SW to fix known problems “InRelease” software updates – AKA “dot releases” or “minor releases” (going form 5.1 to 5.2 of SW is covered) Security Updates What is not included? The software itself – the customer must have the SW entitlement covered by either SA Preferred or Managed Assist offer. Any hardware upgrades that may be required to perform the SW update (this is pretty uncommon) Major upgrades that are primarily meant to be feature functionality upgrades. (going from 5.x to 6.x SW is not covered and would be considered a separate project.) These type of upgrades can be supported but are considered separate projects and will be billed as such outside of the month per license Release Management charge. On-Site Support – if on-site support is required the Product Correction Support (PCS) offer should be considered.
  7. Supported UC Products (examples – reference SDD for full list)
  8. Supported CC Products (examples – reference SDD for full list)
  9. Available ResourcesThe Web Updated Support Services Content (brochures, presentations, offer definition, playbook, reference guides, FAQ) Enterprise Support - portal Support Advantage – portal Avaya.com – external facing New & Updated Managed Services Content (brochure, presentation, offer definition, sales toolkit) Operations Services – portal Avaya.com – external facing
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