Qwest Managed Services a How to Guide

8/7/2019 Qwest Managed Services a How to Guide

1/28Pc by

A How-To Gu

mAnAGedservices

What A maag s

Wh a Wh to U Th

Aqug s

dg s-Ll Agt

maagg s Poa

Gttg th mot Fo You Po


2/28

2009 Government Technology. All ght .

Qwest is a registered trademark of Qwest Communications International Inc. Other trademarks are the property of their respective companies.

F aitial cpis t wla thisHw-T Gi, plas isit:www.govtech.com/managedservices


3/28

Tabl Ctts

Itcti t Maag S ics ......................... ............................ .....................4

What a aag ? ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

catgo o aag ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

How a aag wo .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5rao o ug aag ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Maag Sics 101 ...........................................................................................12

coo aag ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

itgat aag ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Aciig Maag Sics a Maagig Pmac .......................... ..........17How a wh to gt aag ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

How to you aag qut ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

stutug th otat . .. . . . . . . .. . . . . . . .. . . . . . . .. . . . . . . . .. . . . . . . .. . . . . . . .. . . . . . . .. . . . . . . .. . . . . . . . .. . . . . . . .. . . . . 21

maagg poa .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

rpo tg .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Wh po t at pobl .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

mtg wth th po ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Loog towa th utu .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

mAnAGed services

A How-To Gu

Tabl Ctts


4/28

InTroduCTIon To MAnAGed ServICeSWHAT is A mAnAGed service?

A aag a you puha

o a o wth th xpt, pol

a atutu ay to l xatly

what you , wh you t.

O typ o aag a b

thought o l a toll oa. Th t oa

aalabl ayt you t, 24 hou

a ay a ay a w. You a u

t to tal 5 l o 100. But you ot

ha to a th u to bul th oa o

h otato to g a otut t.

You ot woy about llg th pothol,

plowg th ow o payg th tat polto patol t. You pay a to au th oa

aalabl wh you t.

L toll oa, aag gally ol lag, oplx otllato o a-

tutu a pol. i th a o oato thology , thy ot o-

pa laboat hawa a otwa, wth lag ata t to hou th a ta o

ta pol to p th ug 24/7.

L a toll oa, a aag po xllt alu bau you ha th ot

wth oth u. By g ultpl uto o th a alty, th aag po (msP) o oo o al that you oul ot ah o you ow. You

plt th ot o ug th ot aa thology wth oth u a ga a to

hghly xp iT xpt. But you pay o oly a uh o tho ou a you

atually .

Whl t allow you to ha th ot, a goo msP a you l l you ha th

all to youl. it a though you w pg ow th nw Jy Tup

wth o oth a ght. i you buy a aag wall , o xapl, you gt 100

pt o th you pa o. You ot awa that oth uto a g th

a , ayb o th a hawa aay. You ot you ghbo, you

ot ha th a thy ot at th qualty o you . no o thy opo

you pay o uty. Th po to t.


5/28

cATeGOries OF mAnAGed servicesPatally ay that a ogazato p ot to opat o t ow a b

outou to a msP. Th ot popula aat a oplx , that

ol a gat al o ata, tho that qu xp qupt a tho that qu

a lag ta, o ta wth y p xpt. so lly aa lu:

data t opato

ntwo aagt a uty

iT yt ata a toublhootg

data toag, lug baup a ahg

vtual pat two (vPn)

vo two, lug o o iP (voiP)

cog o a ata two

dat oy a bu otuty

call t thologyTuy all t

maag u ouato

HOW A mAnAGed service WOrksTh pay pat ol a aag a th agy a th msP. Th

po ay wo wth ay ubotato, a o ou, t puha ha-

wa a otwa o uou o. it ght alo po alt, uh a loal

tlouato apaty. But all tho latohp a tapat to th agy.That a th agy ot ha to woy about aluatg two out,

bagag o a btt p o opatg yt otwa o ug that ata

pat tatt o st. Lou to Lo Agl a goo hap y t. Th

agy bt o a at two o pout a pat but jut

o o. Th msP hal all th latohp qu to u th po

ll o .

Wth th latohp, th po poblty to ata fawl

a al poa, lg that t th agy qut

a xptato a outl th otat. Th agy poblty to puha

tllgtly, ag u to otat o th a quatty o th

ogazato .


6/28

Th ol a poblt that th agy a po play ay b fx-

bly gotat. etally you a lop a latohp to po ay obato o

you qu. Fo xapl, th msP oul:

itall all th qupt to po th o th agy p.

Po a ug qupt t ow alt, otg t qupt to th

agy though th po atutu.

Wo houl-to-houl wth agy pol to l tgat oluto.

Po ha pol who uppot oo o-agy tat o th

o ultpl ag.

i ay a, a agy puhag aag ha t ow iT ta ot

a lag o a t ght u t ow two opato t. suh a ogaza-

to pobably wll outou p that aagt ha ot to opat

-hou, uh a o-t ata toag. Oth ag ha lttl, o o, ull-t iT ta.

Th ogazato ght tu to a po o a boa ag o iT , thyot a poto to u a ull- iT hop o th ow.

Th y ha a aag otat th -ll agt (sLA).

Th xatly th a qualty o th po wll l. it ght gua-

at, o xapl, that a yt wll b up a ug at lat 99.999 pt o th

t, o that o a toubl tt op, a tha wll a to x th pobl

wth ght hou. Po hag t at o t ll o . A agy

that puha a lt o a hoo t ll o t

opot, xg a athg to talo th paag to t .

reAsOns FOr UsinG mAnAGed servicesThy a cst-cti way t imp sic liy t a agcys cstitts.

Got ag a otually u pu to po th to ottu-

t whl pg tax olla wly. i ult oo t, tho pu gow

o t. maag po that lt got otu

to xpa th whl pg l oy.

Thy allw y t imp xistig IT ctis witht spig a lt my.

Th iT applato that got ag u toay to po th o ly o

a oplx a xp thology atutu. Th ot ophtat applato

qu th latt a th att, ot labl two. Th applato l

Itcti t Maag Sics


7/28

ull alu oly wh th ulyg thology uto poply a tay up a ug

aou th lo. Ag alo ut u th iT yt tay a agat atta, to

pott th tgty o th opato a agua th pay o th tz thy .

By tag aatag o a aag , a ogazato a otually po t iT

apablt wthout hag to a otuou tt w thology a tag.

Thy limiat th lag p-t capital xpits. i a tough ooy,

th aptal bugt ot th t ot t a agy t. no att how baly you

w ata toag yt o a two opatg t, you ply ot ha th

oy qu to bul that ou. Wh you ploy a aag , how, you

ga th u o th atutu you qu to aoplh you o, wth o to

t llo at th outt. ita, you pay a othly , al to you p

a aw o you opatg bugt.

Thy limiat th t hi xta sta. Th po ploy th popl

qu to opat you . Th agy pay oly a ato o th ot o thoploy, popotoal to th aout o u.

Thy li cmis scal.To u t bu a t uou uto,

th po bul a atutu o th ot aa, ot labl th-

olog aalabl. A agy wog alo pobably oul ot ao to buy th ll

o thology. A a msP uto, th agy bt o o o th att, ot

powul, at a ot labl iT pout o th at wthout payg ull p o

th u.

Thy accss t alabl tch-lgy a xptis. i you ot ha th

bugt to p upgag you yt to

th xt ll, t ay to all bh. msP

ut p up wth th latt thology;

wthout t, thy at tay bu. not

oly o thy ha th oy to t

uttg-g yt, thy alo opat

ah a lopt laboato to

tt w o qupt a utoz

t o u pouto. Th typal go-

t agy ot ha th t, ta o


8/28

oy to tay aha o th thology u

all aa. But wh that agy otat

o a aag , t ga a pat that

ag tho tt otually.

By th a to, a ogazato that

u aag bt o ll

o xpt that t oul ao to

bg to t ow ogazato. i th a

pobl wth you w-aa two, o

xapl, you ght a thologt wth

aa tato a p wthg

thology to a oluto. That o

xpt oa a lag alay. But

pobl o that ot a y ay,o y oth, you pobably at juty pg uh a xp thologt

o you ta. A msP, how, ght ha al thologt o ta wth that p

xpt. Wh you th, thy ta ay to ol you pobl. Wh you ot,

thy oth uto a you ot ba th ot.

Thy limiat th t by ythig ysl. A ou, w all ala

wth th a o payg o a ath tha buyg all th opot qu to

po that o oul. say you o aato th roy mouta a you

wat to go wht-wat atg. You oul buy a at, ough pal o all th popl you paty, hlt a wtut, a a tal to tapot th qupt to you lauh

t. But you ot ha a lot o t, a you ot ow how to aluat qupt a

you hop, a you hag ho to Atlata at th o th w, you pobably ot

wat to a th puha. so ta, you t a wht-wat outtt a buy a tp

paag that lu th qupt you ug th hou you p o th wat.

slaly wh you otat o a aag , you la t to th po

to hoo, tall a opat th hawa a otwa qu to l you .

Th t o you otat tat that you ut th . i a pobl

a, th po pobl o hutg ow th ou a pog

th ay x, whth that a ag ajutt o pa o wappg out a

alutog opot.

Itcti t Maag Sics


9/28

Thy limiat th t ythig ysl. Jut a a aag lat

th to buy ythg tally, t alo lt ogazato h th poblty o og

ythg tally. You ght b ptly abl to hag th ol you a. But you job

a aly p you buy. You ha ha a hyaul lt a oth tool that hlp gt th

job o uh at tha you oul you way. it btt to op th a o bo

wo, p th ay o o pout att, pay th ha a ho.

Th a log appl to a aag . it allow you to outou th wo you

ogazato p ot to hal -hou bau you ot alay ha th ta,

xpt o atutu to o a ta job, o bau t o t to ploy you

pooal oth aa. You ogazato ta th uto t bt qupp to

po, a you ploy a ou o wo that po th gatt alu to you

agy. ita o otog loa o th two o toublhootg top oput,

o xapl, thy ght otat o lopg w tatg o ug thology to

uppot th agy o.Th a, o ou, aatag to pg ta thology uto -hou. Wh

th a pobl wth qupt o you p, o xapl, a -hou xpt ght

b abl to po at to a toubl tt tha o who to tal o aoth

loato. A wll a otat o aag , how, wll guaat po

t a oth ll that t you .

Thy c th t tai y sta. Wh you outou patula job to a

msP, you alo ga th ablty to lag w tholog wthout tag you ow

ploy away o th pay poblt. G th wo you to ao-plh, t ght b ult to a b o you ta to att a wlog la. A

msP a otuouly b o t ta o tag w tholog, whl

oth ploy a to you ogazato.

Thy allw y t cs y c bsiss. may got ag pay

bu to po to tz. To ulll that o, a agy ght ha

lop a lag, ophtat tlouato ogazato. But t ot alway th

tt o th agy, o t ottut, to lt that ogazato gow a au o

poblt tly. A latohp wth a msP lt a agy otu to xpa

t tlo apaty wthout aly xpag t ogazato.

Thy limiat th y t bcm a xpt at th cmpt ll. i you

hag toubl gtg you oo a you l zzy a auou, youll pobably t


10/28

you aly oto to ago th pobl. i you oto t that th toubl

l you gall bla, h o h wll you to a phya who palz that oga.

i t o t to o th gall bla, th oto who opat wll b ot oly a

ugo, but alo a palt gall bla ugy. Oth hghly optt ugo ay

palz pobl o th hat, ba o p, but to ot you pobl, you

oo who ha pt ya tuyg th gall bla patula.i th a way, ay pooal ght b abl to ppot a pobl o you

two, but th ulty l th wall, you a wall palt. suh a po

ha to a o xp to ploy tha a iT galt. soo who

ow how a patula wall wo a p two ta applato

ha to a o xp to ploy. A th po who ha that xpt a

alo ow how to poga y lat apt o th thology a a otl tll.

You pobably at juty pg uh a po o you payoll o tag you xtg

ta to hal all th ubtlt o y opot you opato. You ot that

xpt all th t. But wh you o t, you pobably at gt by wthout t. A

msP o ploy palt wth th opot-ll xpt to p t atutu

ug a g t uto.

Trusted Internet Connections (TIC) initiative

o th aic th dpatmt Hmla Scity, th oc Maagmt a Bgt

(oMB) lach th Tst Itt Cctis (TIC) iitiati i 2007. This pgam aims t

astly c th mb xtal Itt cctis th al gmt maitais. Th

ltimat gal is t mak it asi t al IT systms agaist cyb-attacks.

u th TIC, a al agcy ca chs t bcm a TIC accss pi it ca pchasMaag Tst Itt Ptcl Sics (MTIPS) m th maj tlcmmicatis

cmpais that ha sics aailabl ntwx t pi thm.

At st, IT cials at may agcis pla t bcm mltisic pis, at last t

pi Itt sics jst thi w agcis. Bt as thy xpl all th csts a sp-

sibilitis il, may agcis tmi thy it ha th xpic it taks t s as a

ISP a maitai th cssay iastct. dlpig that xpic a xptis, bilig

th iastct a mplyig ppl t th sic wl jst istact agcy cials m

thi c bsiss. Bcas ths challgs, mst al agcis ha ci t pchas

Itt sics m a ntwx pi a MSP that spcializs i this cti.

Itcti t Maag Sics


11/28

Thy ca simpliy maagmt. Wh you ly o a msP, you ot to wat th

tal. Th po ata th ta, oat utu , bugt o qup-

t upga, o qualty, hol plag o, ta ploy a hal all

th oth ta qu to u th ay to ay. Th msP alo aag th

ol ug th , guag th atutu agat yb-atta, pog

baup pow a uat pog apaty a othw plag o otg

that oul tupt you bu.

Thy allw y t al with jst . no att how ay o o

hawa, otwa, two apaty, thal apow a o a qu to

l th , you a gl o. i th a pobl, you ot gt aught

th o o g-potg wa. You po pobl o lg a

po, po.

Thy simpliy th jb mitig

sic ality. Th pouppl th tool to hlp you u

that a ug a xpt.

Th agy ght a othly

pot wth tatt o all th lat

paat o th aag :

ta o th two, poo loa

o p ah, yb-atta

tt a ol, toubl ttop a oplt, a a hot o

oth. Th pot alo woul at

how wll th po ha l

up to t sLA. A a altat to

othly pot, aag at th agy t ght log to a potal a a a ah-

boa, whh play ay ata aag wh thy t.

Alog wth hlpg th agy aluat th pat a ut poa, th

pot a ahboa hlp wth oatg. chat that at uag, pog loa,

pow loa a oth ato hlp ag t wh thy wll o apaty;

th allow th to bugt o auatly o utu tt.


12/28

MAnAGed ServICeS 101i you wat to tat outoug o o you agy uto to a msP, what th

bt pla to tat? dpg o th z, opoto a ut att o you

ogazato, th aw a ay wly. But a w ba ppl apply.

You ght bg a msP wh you a that:

Y wat t pga m a ct tchlgy t xt-gati capabilitis. A

aag lat th to a lag aptal tt, h w ta o

aqu owlg you ot alay po.

ris xptis y t alay w. it a to ta aatag o th

po xtg lag, wll u atutu tha to bul o youl.

ris capacity that wl b ha y t btai. A halth l that outgowg

t ablty to to hug al agg l, o xapl, ght ly o a aag

o that apaty ath tha puha a oo ull o toag aay a h

qual tha to ata t.

ris m attti tha y ct sta ca pi. i you h xpt toopat a o you bhal, you ploy a ou o th ta thy o bt

a that po th gatt alu to you ogazato.

A goo way to t a p o outoug to out a ot/

thology tao aaly:

List all th csts i t btai, pat a maitai th sic. Tho ot

ght lu hawa, otwa l, yt ata, pow, hatg a

oolg, ala a bt o ploy to u th , tag o tho

ploy, a o.Csi whth y gaizati has th ital xptis t th sic. i

you wo wth pal qualato, o th o th yt juty pg

th o ta ull t?

i th uulat ot o obtag a opatg th yt o tha you

ogazato a juty, a aag oul b th ot t way to ah

you goal.

cOmmOn mAnAGed servicesrts a th IP ics s th -1990, got ag ha b

lyg o po to ogu a aag out a oth two

o th p.


13/28

o-sit maitac a tbl-

shtig A po a ta

o poblty o pg top

yt, loal aa two a oth

o-p qupt up a ug.

Th atgoy lu hul

tallato a ata a wll a

o-all t to att to alutog

yt.

Itsi tcti may oga-

zato tu to aag

o two tuo tto, u

pto a ott otog.

Lag-al tuo tto quou-th-lo attto o hghly

ta pooal wog a

two opato t (nOc), a

lag, ophtat alty that, to a laypo, loo l nAsA mo cotol. Th

pooal oto ta fow a two o o uuual atty. Thy ut ow

how to ogz a a t a wh thy o, lat th pobl.

vis pti a ctt ltig To tt pa, u, awa a oth

alou o, a top t bo t o ay ha, you to p you otwaut wth th wt uty upat. Ot, tho upat o out al t

p ay. msP ha th ou to tay o tp aha o ha, pa a oth

that at all t. A aag u pto a ott ltg a allow

authoz pol at th agy t to: ltg p; at a lt

o atal that alway houl b allow to gt though; at blalt o atal that

houl b allow to gt though; w pot a tatt about ag; a

ah th ataba o quaat atal.

Fiwall maagmt a implmtati To th utat, a wall appa to b a

ag box: you plug t a t pott you iT yt. But a wall a xtly oplx

yt, applyg a at aty o ul to otol a by t u a u goup.

A atato ut ab by tho ul wh ag a ltg u a ajutg


14/28

th plg. A wall alo a

gat al o a to t t pow

a oolg qut a to ba

t up wth auxlay pow, oolg a

tlouato ut to p t

opatg a gy. ita o

lttg th msP aag th agy

wall, th agy ght hoo to

opat t iT yt tly wth

th msP wall.

vlability tstig Th

po ght poally a th

agy two to ty uty

ulablt. Altatly t ghtha g u ulat atta

agat th agy two. i th

a, th po u th ult o

th tt to a uggto o otg wa th agy atutu.

oth scity assssmts B ulatg that to ty uty gap

th agy two, th msP ght out a thally ba aaly o th

agy iT atutu a th lop uggto o pot. Th po

alo a aalyz a agy bu pol a po to a u thy ot au iT ot.

Hstig imt rath tha u applato o t ata o t ow

p, a agy ght ha th a hotg t opat by a msP. Th

po pobl o pg th up a ug, pog th -

ay otal otol a aagg th hawa a otwa, lug

opatg yt upga a path.

Stag aa twkig a ata wahsig Ag that pou lag

olu o ata laboat toag alt to aag baup a t ata

ahg qut. Th ay toag aay a b ot-pohbt, pally

o ogazato who o bu ot aagg ata, but g ottut. i

th wol o phyal goo, ath tha gt to th wahou bu tl, a opay

Maag Sics 101


15/28

wth lag olu o pout to to ght la pa a publ wahou. i a

la way, a agy that to to a pott lag olu o ata, but that

ot wat to gt to th ata toag bu, a ly o th at apaty aalabl

though a msP.

disast cy a bsiss ctiity O-t baup yt a ollo

alt lt ag otu g ottut wh pow alu, atual at

a oth upto a t pobl to u th pay iT alt.

inTeGrATed mAnAGed servicesO a agy ha tu to a po o o o o lag, iT-t ,

oal ay th aagt o bal thy wat to tap th po apablt

oth way a wll. s that a agy ght outou at a lat tag lu:

vital piat twks, iclig ital WAn a etht A vPn allow ot

u to tat wth a tal iT yt o a publ two, uually th itt, whljoyg th utoalty a uty o a pat ouato l. vPn a at

by a o hawa all vPn otato, whh lt a to p

iP a a p ub o patpat. it ta a hgh g o xpt to

ogu a ata th a at th u.

vic cmmicatis e a wol that ha ba gtal ouato,

ay o, pally all o, tll u lgay aalog tlpho yt. rath tha

p oo o ta wth th owlg to ata th pat bah xhag

(PBX) yt, ay o th ogazato otat wth o to p th oyt opatg otly.

vic IP i a voiP yt, ay uto that u to ou wth th PBX

hawa o th u p ow ou otwa. Th tato to gtal o

ouato alo abl ay w uto that wt pobl u aalog, uh

a th ablty to a oal ag o th itt. Th otwa-ba tl-

lg that a voiP yt ot to wth th agy ou wall. A

po a opat th voiP yt a hotg t, jut a t woul ay oth

-ba applato.

Cg ic a ata A gtal two ot a whth th pat t

o ultatly pt a o po wo, a o a ataba o a p hat.

A ag gat to gtal voiP , th oppotuty a to aag tho


16/28

o th a plato a oth ata uto. Thology aalabl toay a t pobl

to aag x ta tly o a two, ag u, o xapl, that o a

o who qualty p o labl ly ta p o g ata

tao. maagg o a ata o th a ouato atutu allow

a ogazato to joy yt aoth ooy o al. ita o ployg paat

goup o xpt to aag th ata a o opato, t a u th a ta to

ta a o both. Wh a msP l th og , t a pa th oo-

o al alog to t ag.

Ctact cts A msP, pally o u by a ajo tlouato a

a po all t at ay ll th agy . At th low , t a

po jut th toll- allg that ottut u to all pta-

t. it a po tat o po (ivr) thology, whh u u t

to obta oato o th all about th quto o pobl that pu th all.

it alo a po a autoat all tbuto (Acd) yt, whh u ata tthough th ivr to out th all to th appopat yt o agt. At th hgh o

th al, th a a po agt to ta th all t. Altatly t a po

a tuy all t . U that ol, th a ploy th ta a opat

th t t ow alt, halg all o ottut aog to th agy

a pato.

Cl cmptig Wth th gowg populaty o otwa a a (saas) o

oputg th lou hot applato ha a gat al o pottal a aag

. Jut a msP ow ow a opat to hot th lt applato, aaay to to th ata tho applato gat, thy alo a ow a opat th

applato thl, lg a uh o a lttl utoalty a ag . A

jut a th aagt th agy o hag to ata opatg

yt, a aag lou oputg ot a th po pobl

o upgag applato a w o bo aalabl.

Itgat maagmt By bulg al to a tgat paag, a

po a ta o th bu o ug a aguag a ajo poto

o a agy iT opato. Th patulaly hlpul o ogazato that ot ha

ophtat tal iT apablt.

Maag Sics 101


17/28

HOW And WHere TO GeT mAnAGed servicesTh aag laap olg. may ag toay tu to tlouato

opa a a atual ho o uh a two uty a xt-gato

a a og.

Ag a otat o aag iT u al al otat.

ntwx th lagt otat al ag u to obta o tlou-

ato opa. O by th Gal s Atato (GsA), ntwox

opo o two boa hl:

ntwx uisal, awa mah 2007 to Qwt Got s, AT&T

cop. a vzo Bu. Th otat po oph tlouato

wolw, og a ag o x atgo: tlouato,

iP-ba, optal, wl, aag-

t a applato a uty. O

tho , 36 a o by allo th otato.

ntwx etpis, awa

may 2007 to Qwt Got

s, AT&T cop., vzo Bu-

s, Ll 3 couato

a spt nxtl cop. Th otat

o gg iP a wl

atoally th a x at-go a Ual. it lu that

a o by all o th otato.

mo tal o ntwox aalabl at: www.ga.go/Potal/ga/p/ottvw.o?

ottTyp=GsA_OvervieW&otti=16100

etally ay ot o aag tlouato a agy oul wat

aalabl though ntwox. U th otat, o alo a po utoz

gg, po oth g wo a loat ta o a agy p to u

two opato t, o xapl.

ntwox a optt otat. A agy that u th hl to obta a aag

woul opt th qut aog th ntwox o to t

who o th bt alu.

ACquIrInG MAnAGed ServICeS

And MAnAGInG PerForMAnCe


18/28

GSAs Imati Tchlgy Schl 70 allow al got ag to

pou a w aty o iT pout, a oluto. shul 70 lt a lag

ub o o that a t th o ag th ollowg aa:

Lag o pout

daly/hot-t tal

Puha o qupt

equpt ata

T otwa l

Pptual otwa l

sotwa ata

claoo tag

ioato thology

elto o

Wl Authtato pout a

Publ y atutu (Pki) ha po (ssP) poga

Hola suty Ptal dt 12 pout a opot

mo oato o GsA shul 70 aalabl at www.ga.go/Potal/ga/p/ott

vw.o?ottTyp=GsA_OvervieW&otti=8661

Gmtwi Acisiti Ctacts (GWAc) a ta o o ly o

otat that o agy ha tablh, but that a b u thoughout th go-

t. Ag ay u th to puha aag . mo tal o GWAc aalabl at www.ga.go/Potal/ga/p/ottvw.o?ottTyp=GsA_OvervieW&

otti=16146.

HOW TO deFine YOUr mAnAGed service reQUiremenTsd y s. Th t tp ag th qut o a aag

to thooughly outl what you wat th to o o you. Lt all th uto

you th to po, th ult you a loog to ah, th aagt

po you wh to ply a th taa o you qu.

Ity y ct sic. i th aag wll pla o you ow

opat tally, you wll to uta y apt o th a t xt

toay. Th utag hlp u th aag wll otu to t th

Aciig Maag Sics a Maagig Pmac


19/28

o you agy u outy. i th wth to a aag lat

ta uto that u xpt to ha aalabl o po low ll tha

u a auto to, thy wll b uhappy wth th w , t o ay

w aatag.

Ity y ct iastct, lug hawa, otwa, two topology

a l.

Icl all stakhls i th pcss. Th hlp u that a you lop you

qut, you o th ppt o yo th ogazato who ha a

tt th . You pobably wll wat to lu b o xut aag-

t, thology aagt, two ta a th aoutg patt. i th

po wll pla ay o t ow ploy o you p, you ay to ol

th hua ou patt.

dt gt -ss.Th tahol ott that hlp to toy you ut

a you houl alway lu ptat o th popl who job wll b at by th outou . e-u a po aluabl ght

to you ut . Thy a tll you whh atu a tal to gttg th

wo o, th pot thy woul l to , th taa thy o

tal a th o hag thy woul upt.

B hst a accat abt y imts. ma u you uta th

btw ut-ha a -to-ha atu.

d y bgt a ppa y bsiss cas. Uta how uh you

wllg to p a how uh xta you a ao o otaa thatqu gotato.

I y hlp tmiig y imts, u a qut o oato (rFi)

to olt a o th outy o msP. You ay alo wat to hol a uty ay

to gla ght o th msP th uty. Attg uty tahow wll alo g

you a boa aay o what aalabl a pobl o aag .

rsach th makt. ma u you uta th o taa og. Th

al otat b abo lt tal th that o a ay to

po. Th ba ut o a og th sLA, whh xatly what th

po wll l a to what taa. i th ntwox otat, th GsA aat

that o pog p l a p t o sLA o ah o. i o

a, o tat that thy wll x tho sLA. i th sLA a th otat


20/28

t you , you a wll o you way to

utag what a g po wll o

a aag ot.

Csi cctig sic pilts to

laly ty o a uppot a

p.

Itiy imts that at pat

th staa ig. You agy ght ha

pal that x o o th sLA

a o og. Fo xapl, a

o popog to aag a voiP

o you w-aa two (WAn)

to o a laty guaat, to a u al-

t o pat a a tly a.You houl u th guaat ath th ll o o qualty you qu. You ay alo

wat a sLA gog jtt, whh th aato th t t ta to tat gtal o

pat. i th o og ot lu a sLA to o jtt, you a a o o.

B ppa t mak tas. it ght ot b pobl o th po to

l th sLA you wat whl ug th thology ahttu you p. say, o

xapl, you wat to u low-p tlouato ut to ot o. Th

a ght b abl to po oly 99.99 pt aalablty o that o ut. i

you ally qu 99.999 pt, th a ght popo a altat two ah-ttu. Th pobably wll ot o. Wh th la a, a youl, do w ally

that xta ll o aalablty? i o, what a w wllg to pay o t?

Fi t t jst what s will li, bt how thy will li it. Fo xapl,

you qu -to- potg o you , a po to xpla how

thy pla to t that , lug p labl a t a. i th pot

lu th taa og ot t you , you a gotat o a potg

paag talo to you qut.

dlp cibl, lgical alati citia, a cmt thm. i al pou-

t, uuul b ot pott otat awa. To a u you awa th

otat to th b that guly t you , t potat to otat that

you rFP a you aluato ta oply wth al aquto gulato.



21/28

dt mak y cisi bas tily pic. Th hapt oluto ay ot b

th bt, a th ot xp oluto ght l o alu o th oy tha a

oatly p o. caully xa all th ot/thology tao to t

whh popoal o th bt alu at a p you o aptabl.

Slct a sic pi y tst. i you ha obta oth o a pat-

ula po a w happy wth th latohp, that opay a goo aat to

po you w .

obtai cpat alicatis a cs that ass past pmac. F

wth a putato o hgh-qualty ly, xllt uto a apl thal

bath a goo aat o aag .

Ask cmtati. Wh a po la a patula ll o xp-

o apablty, a t ba up that la? Fo xapl, you a poug uty

, you pobably wll wat to a statt o Autg staa 70 (sAs70),

whh out th at that th ogazato ha pa a goou aut o ttal otol.

sTrUcTUrinG THe service cOnTrAcTTh aag otat th latohp btw th po

a th lt. it outl all th th po wll l, wth a sLA to

ply what ah o tho wll ot o. it alo th po lablty

t o ot l o ah sLA.

Th otat houl lu a poa wo tatt (PWs) a a qualty au-a pla o ag poa. etal opot o th otat lu both

bu a thology poa qut a wll a poa taa

a aut o tg you bu . it alo houl outl ay allowabl

ato o th poa taa th aptabl qualty ll.

ilu opto o uppot uh a oultato, g, gg a pltato

to po o hag th twog ot.

Po a otato po o atutu hag o pla outag.

Th GsA o a goo job o tablhg a bal o t aag otat,

lug ay p sLA o ah typ o a o th aagt opot

to b appl o top o th . i you ha sLA qut that up ay o

th bal, a u to lu tho you tatt o wo.


22/28

Payt t o a aag otat ot ol a fat othly o

th lt o th otat. Th ba o th po, th patula sLA

o a th ub o top o oth th o. it alo pobl

to tutu a otat wth t payt t, pg o th atu o th

. Fo a ata a toublhootg , o xapl, a ogazato ght

puha a blo o hou a a o a . so otat ght b

ba o uag olu.

mAnAGinG service PerFOrmAnceSic-ll agmts

Jut a th sLA th a po wll l u a otat, t po

a taa o aug poa. W t to sLA all th t. i you

ubb to a loal wpap, o xapl, you agt wth th publh ay tpu-

lat that a pap wll a o you ootp by 7 a.., ay a w. i you opyou oo at 8 a.. o satuay a ot a pap, th publh ha olat you sLA,

a you a .

i a aag agt, th sLA a guaat. i th po otat to

p you two ug 99.999 pt o th t, but you that a g w

th upt oly 99.99 pt, th po ha olat th agt. i th otat

Exceeding the baselineMaag sic pis that a icl i th Gal Sics Amiistatis ntwx

ctacts may SLAs i thi staa agmts that xc th GSAs basli SLAs. A cas i

pit is mlti-ptcl labl switchig (MPLS), a xt-gati, IP-bas WAn tchlgy aailabl as

a sic ntwx. GSAs basli SLAs MPLS t icl a agmt t ass jitt,

th aiati i th fw ata acss a twk. Bt may al agcis a likly t s MPLS t

ply ic a i applicatis, makig jitt a ccial act. T mch aiati i packt liy

cats pblms ic a i, iclig pppig ss, pass a z i ams. A

MSP that stas th imptac ic a i sics cl chs t xc th GSAs

basli imts a icl a jitt SLA i its staa ig MPLS sic.Sm pis icl ality sic (qS) as pat thi basic MPLS sic ig. oth

pis chag th aiti qS. A cal cmpais y actal imts a th

pics sics will hlp tmi th bst al.



23/28

tat that a tha wll a to x a pobl at you t wth ght hou o a

toubl all, a o ay a tha ta hou to a, that a olato a wll.

Bau th otat o aag ay lu aal palt, t th

tt o th po to ta by t sLA. Th aag otat lu

a agt o how th po a agy wll au uul poa, who

wll o th aug a what ata th agy wll to out poa.

i boa t, a sLA:

db what th po wll o.

d a poa tagt, uh a 99.999 pt aalablty.

db how th po a agy wll au poa agat that tagt.

sp a palty o g that tagt, a o a, a wa o xg t.

Th sLA pobably wll lu t poo o t tuato. Fo xapl,

th ntwox otat p a hot a t to pa o pobl th

po a x otly tha o pobl that qu a t t. Fo o-t pa, atypal a t to pa ght hou. But o o th agy t a ot

loato ay, ual Alaa th sLA ght py that th a t to pa o

tho t th xt bu ay.

Th ollowg a o bt pat o ug that th sLA you otat

uppot you ogazato goal:

ra ach sic agmt i th pps ctact cally. mata a tal y

o th tal.

Gt hlp m y pcmt gaizati. You ght uta all th thalapt o th otat, but t hlp to ha a o tal a, pally o who

ow how to pot loophol a attu to quto o poblty a lablty. All

ag ha a otatg o that a at wth th po.

Mak s y sta th iti ach ky tm i th SLA. Fo xapl,

o you a th po ag o th to o aalablty? B u to

lat ay abgut, a b u ah t u th a thoughout

th agt.

dbl-chck th mtics. ma u you a th po ag o how poa

wll b au a pot, o th o au o put o th bg.

d spsibilitis. i th ptu o you Tv uzzy bau o a pobl at th

utlty pol, you abl Tv opay wll x that pobl. i th ptu uzzy bau you


24/28

20-ya-ol t gttg ay to , youll to buy a w Tv. Th a appl wh

you wog wth a msP. i you two low, t ght b th msP ault, but t ght

alo b th ault o you tal thology. ma u you uta th .

nail w all th tails b y sig. dot la ay loo o abgut to

wo out at th otat go to t.

rePOrTinGA w ha alay , th

po l pot th

poally, o o a though

th Wb to g th agy tal

o atty a out th

qualty o th .

Fo xapl, a otat o tlo-uato ght lu

a sLA whh tpulat that laty

btw ay two t o th two

wll b o o tha 70 llo.

A uto wth th two po-

ally poll ah -u t to au th atual ou-tp laty. i th agy

a othly pot a tatt at that aag laty ug th po wa 58

llo, th agy ow th po ha ulll th sLA.Th a hol o a agy who pot though a Wb-ba ahboa.

i th gaph that potay two laty how that, al-t opato, aag

laty ao th two 58 llo, th alo po th po tg th

t o th sLA.

Whh pol u th pot p o th z o th agy a th ol

play by aou b o th iT ta. Typally at lat o b o th tl-

ouato ta wll ha th job o aagg th latohp wth th po.

That po woul oto th pot to a u th po tg th sLA.

soo a oght poto, phap a hgh o th ogazatoal hat a th

h thology o (cTO) o h oato o (ciO), ght oto

poa a wll.



25/28

i pot at that th po ha o o o sLA, that oa-

to wll tgg a uo. dpg o th t o th otat a th ty o

th olato, t ay alo tgg a aal palty.

A you xa sLA pot, b u to opa th to you atual xp wth

th . i th pot at 100 pt opla, but you a you ta ha

xp pobl wth th , a u to u th pay wth th

po.

WHen rePOrTs indicATe PrOBLemsO ou, o tupto a tabl. Fo xapl, a tpoay

oto o th two o th agy ta to ta a t out, that ght

puh laty o th 70 llo thhol. Bau t th po bu

to ow about a x two u, a ala ha t to th sLA wll autoat-

ally op a toubl tt t appa to ottut a t. A tha thnOc wll th xa a x th pobl. Wh th agy w a pot o th

po, th laty gaph wll how a u p a th a tu to oal, atg

th pobl ha b x.

not all potg a wat utl th o th oth o utl th agy log to

a a poa ahboa. A sLA ght tpulat that th a patulaly ga

pobl ay, a ou atta o th two th po wll otat th agy

wth a po, phap two o ou hou. i th pobl xtly ou,

th agt ght tpulat that th agy wll gt wo a lttl a 30 ut. i th a, oo th agy ogazato woul ay a pag o ll pho o

at otato.

meeTinGs WiTH THe service PrOviderAt th tat o a aag latohp, th agy a po pobably wll wat

to hol a othly at tg to w th pot. i tatt at

ay outag o ta t at that th po ght a sLA th utu,

thy a u tho tg to u tho pobl. Th po wll ty th

ou a lay out a ato pla, wth lto, to a u uh u ot u.

Th tg alo po a oao to u ay pobl that a ot

ft th pot. it potat to bg th up a oo a pobl, o th


26/28

po a ol th. Ag ght alo bg up quto about th bllg o

about how to u th pot ahboa. i ato, ag a a u th t-

g to u th tatu o atoal th po ollg out o xapl,

t ag to a o loal o.

LOOkinG TOWArd THe FUTUreA th po a agy wo togth o t, thy wll ta t to lop a tog

ll o tut. At that pot, ta o tg othly, thy ght to gt togth

y quat. O th agy l wholly ootabl wth th latohp, th pat

ght ttl to a patt o tw-yaly tg.

B pog a oppotuty to

touh ba a u ay quto th

agy ha, tho aual tg

g th two pat a ha to outgg w, to u th

tll t th agy . s th

po a how haly

th taxg aou lt o

th atutu, t ploy a

a pt poto to o wh th

agy o apaty o oul

bt o oyg th . i,o xapl, a hgh olu o ta

tag a patula ouato

ut, th po ght uggt upgag that ut o htg o ta to aoth

o pobl.

Th tg alo po a ha to u whth th t ha o o th

agy to tut oth to a msP.

O ou, ayo who u a msP houl a glat, otug to oto

pot to a u th po tg sLA. But you t th latohp wth a

la utag o you a you g a agt that laly pll out you

xptato, you qut to up wll b al. Th po wll to th

opato o you , a you agy wll b abl to ou o t o o.



27/28

Acronyms Used in This ReportACd Atmatic Call distibtiCIo Chi Imati oc

CTo Chi Tchlgy oc

GSA Gal Sics Amiistati

GWACs Gmtwi Acisiti Ctacts

ISP Itt Sic Pi

Ivr Itacti vic rsps

MPLS Mlti-Ptcl Labl Switchig

MSP Maag Sic PinoC ntwk opatis Ct

oMB oc Maagmt a Bgt

PBX Piat Bach exchag

PKI Pblic Ky Iastct

PWS Pmac Wk Statmt

rFI rst Imati

SaaS Stwa as a Sic

SAS70 Statmt Aitig Staa 70

SLA Sic-Ll Agmt

Soo Statmt objctis

SSP Sha Sics Pi

TIC Tst Itt Ccti

vIP vic IP

vPn vital Piat ntwk

WAn Wi-Aa ntwk


28/28

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Qwest Managed Services a How to Guide

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