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Financial Outlook Prompts Review of IP Telephony Monitoring Options
Nemertes Research, Nov 2008, Pages: 6
Resource management is one of the prominent challenges facing telecom and networking staffs implementing or maintaining IP telephony, according to Nemertes’ newly released Unified Communications & Collaboration report. While company demands increase for streamlined communications between all locations, the IT budgets, in large part, are staying flat or decreasing. Headcount within the overall IT department is stagnant, but demands for new applications, connectivity to branch locations, and quick resolution of any problems continue.
Bottom line: The technical staff must do more with either the same or fewer personnel. They must, therefore, determine early on how they will manage the IP telephony system throughout the enterprise. Leading companies are adopting one of two approaches. They either buy specialty IP telephony management tools to make sure the existing staff can isolate and resolve problems accurately and efficiently. Or, they rely upon third-party “Managed Service Providers” to monitor and manage the system and troubleshoot user issues. By doing so, they are better able to manage IP telephony systems at a lower operating cost.
The Issue;
In past years, organizations addressed IP telephony performance problems by assigning more people to monitor and manage the systems. That was when they had budget to hire experts or a large enough staff to assign a few more people to figure out why the application was behaving in a problematic way. Typically, after about two or three years of this, coupled with a growing IP telephony rollout, they would start evaluating monitoring tools that helped them garner the performance data they needed to determine root causes of problems. Or, they threw in the towel and sought third-party experts qualified to take over the monitoring and maintenance of all aspects of Voice Over IP (VOIP).
In the Unified Communications & Collaboration research, we found companies were taking a closer look at monitoring and management options. There are several reasons for this change, but the most prominent are questionable 2009 IT budgets, the increased awareness of what tools are available, and the need to quickly stabilize VOIP in order to support a more complex unified-communications environment.
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