Videoconferencing Impact on

Network Management

An ENTERPRISE MANAGEMENT ASSOCIATES® (EMA™) Survey-based Research Report

Written by Jim Frey, EMA Managing Research Director

September 2011

Sponsored by:

IT & DATA MANAGEMENT RESEARCH,

INDUSTRY ANALYSIS & CONSULTING

IT & DATA MANAGEMENT RESEARCH,

INDUSTRY ANALYSIS & CONSULTING

Videoconferencing Impact on Network Management

Table of Contents

Executive Summary .............................................................................................................................................1

Context ...................................................................................................................................................................1

IP Videoconferencing Enters the Mix .......................................................................................................1

The Networking Numbers behind IP Videoconferencing ....................................................................2

Bring IP Videoconferencing into the Fold................................................................................................3

Methodology and Selection Criteria .................................................................................................................3

Videoconferencing Usage ..................................................................................................................................4

Access and Adoption ....................................................................................................................................4

Network Impact of Videoconferencing Today........................................................................................8

Roles and Responsibilities................................................................................................................................ 11

Staffing for Videoconferencing Management.............................................................................. 17

Best Practices for Managing Videoconferencing in the Network............................................................ 18

Planning ........................................................................................................................................................ 18

Dynamic Session Quality........................................................................................................................... 22

Monitoring.................................................................................................................................................... 23

Troubleshooting .......................................................................................................................................... 26

Strategies for Network Management Products ........................................................................................... 31

Network Management Products and Options ...................................................................................... 32

Avistar .................................................................................................................................................. 33

Cisco..................................................................................................................................................... 33

IPeak Networks.................................................................................................................................. 33

NetScout/Psytechnics ...................................................................................................................... 33

Network Instruments ....................................................................................................................... 34

ScienceLogic ....................................................................................................................................... 34

EMA Conclusion and Recommendations.................................................................................................... 34

Appendix A: Focal Interviews ........................................................................................................................ 35

1. International Investment Bank ............................................................................................................ 35

Responsibilities................................................................................................................................... 35

Adoption and Usage ......................................................................................................................... 35

Planning............................................................................................................................................... 35

Monitoring .......................................................................................................................................... 35

Troubleshooting................................................................................................................................. 36

©2011 Enterprise Management Associates, Inc. All Rights Reserved. | www.enterprisemanagement.com

Videoconferencing Impact on Network Management

Table of Contents (continued)

2. Nationwide Automotive Manufacturer/Distributor........................................................................ 36

Adoption and Usage ......................................................................................................................... 36

Planning............................................................................................................................................... 36

Monitoring & Troubleshooting ...................................................................................................... 37

3. International Legal Services Firm ....................................................................................................... 37

Adoption and Usage ......................................................................................................................... 37

Planning............................................................................................................................................... 37

Monitoring & Troubleshooting ...................................................................................................... 38

4. Telco Videoconferencing Solutions Consulting Group .................................................................. 39

Adoption and Usage ......................................................................................................................... 39

Monitoring & Troubleshooting ...................................................................................................... 39

5. Monitoring Services Provider ............................................................................................................. 39

Responsibilities................................................................................................................................... 39

Monitoring .......................................................................................................................................... 40

©2011 Enterprise Management Associates, Inc. All Rights Reserved. | www.enterprisemanagement.com