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

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 withStarfish Provisioning Solutions.

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.

Automating telecom business processes drives operational efficiencies and

significantly reduces cost of ownership by streamlining and optimizing the

management of increasingly complex telephony environments.

Automation

Self-Service

Monitoring & Optimization

Our approach to achieving business value:

Streamlining Telecom Business Processes

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.

Technology Platform – Architecture

Starfish

Workflow & Sync

Engine

Telecom

Connectors

Active

Directory

Identity Management

Systems

HR Management

Systems

IT Service

Management

Custom

Web Services

Starfish

Directory

Starfish Database

IT Connectors

Avaya Cisco MicrosoftContact Center

Applications

Solution

Portals

Starfish Automation Architecture

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

Technology Platform – Architecture

The Starfish Database also maintains available extensions by ranges.

Technology Platform – Architecture

The Starfish Directory maintains the associations of users to telephony resources.

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

Telecom Admin Automation: AD Integration

Active Directory Provisioning Demo

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 voicemail 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 voicemail 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.

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.

Case Study: On-boarding Workflow

Starfish

Provisioning

Solution

Create

CM Station

Create

AVST mailbox

Create

CM Station

Microsoft

FIM

1

2

Pho

ne #

up

date

Create

Agent login ID

Update CMS

Configure

Call Recording

Create

AVST mailbox

Send

Notifications

Send

Notifications

3

4

5

6

7

2

3

4

5

User Agent

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

voicemail 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.

Process Automation: ServiceNow Integration

Service Desk User

ServiceNow

Starfish

Workflow & Sync Engine

Telecom

Connectors

Avaya Cisco MicrosoftContact Center

Applications

Web Services

Starfish Call Flow Building Blocks

Starfish Provisioning Activity

Packs for ServiceNow

Orchestrating On-boarding Workflow for ServiceNow

Telecom Admin Automation: ServiceNow Integration

ServiceNow Provisioning Demo

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: http://www.relx.com

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 2013 - ~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 - 2017

• Sonus (6) 5K (Level 3, AT&T, Verizon), 2K, 1K, Tenor – SIP Enabled Carrier Class Network• Polycom RealConnect – SIP Enabled Multimedia Environment

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

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.

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

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.

On-boarding and migrating Lync users

Starfish

Workflow & Sync

Engine

Migration

Applications

Provisioning

Portal

Starfish

Directory

Starfish Database

CM MS UM Lync

Provisioning Portal

Select user from

Active Directory

Enable and config

voice and UM

mailbox

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

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.

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.

User experience driven by ServiceNow

• End users are directed to the serviceNow portal to request a phone or make telephony

requests like resetting voicemail password.

User experience driven by ServiceNow

Approval process workflow defined in ServiceNow

Automatic fulfilment of the request by Starfish

Provisioning Service

Starfish

Provisioning

Solution

Create

CM Station

Enable voice for

Lync user

Determine

realm

ServiceNow

Tra

nsa

ctio

n r

esu

lts

Create

Agent login ID

Update CMS

Dictionary

Create MM/AAM

Mailbox

Enable MS UM

Voicemail

Create IC

Agent

User Agent

Create CM

Station

Create MM/AAM

MailboxUpdate OA

Reporting groups

x

Update Verint

EmailNotification

x

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

Case Study:

• Next Steps

• Move from Lync 2013 to Skype for Business

• Track inventory and integration with billing system for chargeback

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709: Case Study: Automating On-Boarding and Off-Boarding Through ServiceNow and Provisioning Portals for Avaya and

Skype for Business