Managed Services
Combined hosted solutions offer added
benefits
Today's managed service providers can
offer multiple applications.
by Guy Fardone
In the past, if an enterprise wanted a
hosted voice-over-Internet-protocol (VoIP)
PBX service, along with network security or
managed e-mail services, it had to sign up
with several vendors. Each service
traditionally had a different vendor,
infrastructure, support and service-level
agreement. This could, however, create some
confusion, as well as problems with
interoperability.
Organizations can now choose
next-generation hosted solutions, which are
capable of providing one, a few or all
outsourced services. Each application has
its benefits, such as a reduction in the
cost of software, servers, maintenance,
upgrades and IT staff.
Any organization faced with managing
multiple applications, technologies and
service providers for its business
technology communications can choose a
solution with combined benefits. Today's
managed service providers can combine
services, including communication,
connectivity, hardware, software, security
and other mission-critical applications.
Telephony
Businesses turn to hosted VoIP PBX to
reduce costs and to improve capabilities
beyond what traditional telephone systems
can provide. Some features are common across
products, including hardware rental, auto
attendant, online billing, mobility, call
screening and local/long distance usage.
Providers that include last-mile bandwidth
often offer a higher quality service,
because they control the network and can
provide high-speed Internet access and
disaster recovery options.
Options to consider often include unified
messaging, which allows voice-mail messages
to show up as e-mail attachments, and
"click-to-dial," which allows users to dial
out from a toolbar installed on an Internet
browser. Conferencing features also allow
users to set up audio, Web or
videoconferencing without the need for
additional hardware or software.
Integration with customer relationship
management (CRM) systems allows users to
place and receive calls from the desktop for
increased productivity and added
convenience. In addition, advanced 411
capabilities offer an internal and external
directory.
Even though the phone system is managed
off site, office administrators can still
maintain full control over extensions,
assignments, call routing and messages on
hold. An enterprise-class system should
provide in-depth security, including an
integrated firewall, antivirus, antispyware,
and threat detection and mitigation.
Hosted PBX services typically bundle
hardware and software, service operation,
maintenance and carrier services into a
monthly fee per user, so the enterprise no
longer needs to plan or budget for ongoing
maintenance, on-site management, specialized
knowledge of the system and IT support
in-house.
Network services
LAN and WAN infrastructures should be
fast, dependable, scalable and flexible to
handle services such as voice and video. A
next-generation managed service provider
should guarantee quality by delivering an
infrastructure designed for high
availability and performance. The network,
routers, switches, management, maintenance
and monitoring should be forged into
centrally managed, redundant platforms
staffed by certified engineers.
Additionally, managed WAN or LAN services
should include maintenance, management and
troubleshooting of all hardware around the
clock. The WAN should support multiprotocol
label switching, Internet connectivity and
VPN capability. LAN service should include
on-site wiring, switching and network
optimization.
Most important, the vendor should offer
on-demand performance reporting and
guarantee service levels with a
service-level agreement that spells out, in
detail, precisely how the managed network
will perform against set goals.
Hosted applications
Many applications, particularly e-mail,
are moving online. This
software-as-a-service model eliminates the
cost of buying, maintaining and upgrading
hardware or servers. It also makes
businesses more agile, because employees can
access their applications and data anywhere
through a Web browser.
Hosted e-mail service, for example,
should deliver all the richness of Microsoft
Exchange, without the complexity. Employees
should get full access to their messages,
contacts, calendars, tasks, journal and
attachments, using the standard Outlook
client or hand-held device. Browser-based
remote access should also be supported.
All data is stored on secure,
disaster-proof central servers, accessible
from any PC or device that supports
Exchange. The managed service provider
provides automatic system updates, spam
filters and virus scans, without requiring
intervention by end-users or IT staff.
Administrators and IT teams can maintain
complete control via a secure Web portal.
These requirements apply to other hosted
applications, as well, including remote data
backup and recovery, storage, and
collaboration and project management tools.
Security and compliance
Legislation and regulations such as
HIPAA, the Sarbanes-Oxley Act, PCI and the
Gramm-Leach-Bliley Act require strict
safeguarding of client information and
records, network and information security,
and compliance. Breakdowns in the system can
lead to penalties, audits and, worst of all,
potential exposure of business data.
A managed security services provider
should offer end-to-end protection from
threats, both internal and external, as well
as 24/7 security event monitoring, rapid
response to system breaches and detailed
documentation to show compliance and network
and event performance.
As part of a rollout, the network
security services provider should probe for,
identify and close any weaknesses in the
businesses policy or infrastructure. Even
when a company's internal network comes up
clean, the managed services provider should
have a policy to test the network
repeatedly, finding and locking unsecured
areas where malware could enter.
Automated, continuous data backup and
recovery should be included, as well. Look
for a provider that streams backups to
remote hard disks, which are more reliable
than tape and facilitate faster recovery.
Guy Fardone is chief operating
officer and general manager of
Evolve IP, Philadelphia, Pa.
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