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What are Video Managed Services?
August 26, 2009 @ 08:52 AM | By Brian Trampler & Sara O'Rourke

Video-managed-services As a video product manager, it is encouraging to see that video conferencing has finally taken the business world by storm.

All the people involved with video, such as analysts, equipment manufacturers, service providers and experienced customers, have discussed the benefits of businesses—from SOHO to SMB to global enterprise—deploying video conferencing and we’ve done the same in previous blogs.

Using video conferencing can decrease travel and increase quality of life; outsourcing the management of that video conferencing environment can save on additional operations and personnel expenses. This can be done through a company that offers managed services outsourcing.

Video Managed Servicesa combination of telecommunication services and/or facilities with complementary management services, thereby eliminating (or decreasing) the need for hiring and/or developing in-house skills to support the systems. 

Not only does the term apply to video conferencing services management, but is a generic definition that covers any type of outsourced management services.  To drill down a little further, the goal of a managed service is to shift the burden of any technology management to a third party resource or provider.

You can break managed services into two types: on-site or remote.  There are benefits to both, and they can be provided separately or as a hybrid:

  • Dedicated staff focuses specifically on your environment and culture and are integrated into the day–to-day fabric of the service offering by being available at the site or location in need of assistance.
  • The on-site staff is responsible for preparing the room for a video conference, making certain the equipment is on and available for the call. They also sometimes stick around to assist if any problems arise and will actually sit outside the room just in case they are needed, although the majority of troubleshooting can be handled remotely with the proper toolsets.
  • While on-site managed services provide a good security blanket, it can be expensive due to the dedicated nature of the position—people need to be available, regardless of whether or not their help is really needed.
  • Remote support comes through connectivity and in-network tools, remote personnel and outsourced help desk tools and procedures.
  • A remote management team can reach into your collaboration environment and use web-based browser tools to see if the equipment is turned on, functioning properly and ready to be connected or provisioned and can diagnose any problems through those same tools before users are impacted.Remote management is typically less expensive and can provide 24/7 support for the environment.  This type of service does require the third party to have access to the infrastructure via network connectivity, so it is very important that the managed service provider has tools developed around this remote monitoring and management service. They also need to have the ability to provide your with reports on uptime of the environment being managed, SLAs for service response times and tools or processes that allow you to request action at any time.

If you have any questions about video managed services or how the can help you specifically, please post in the comments section below!

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Praful Gupta

Does InterCall offer such services?

Brian Trampler & Sara O'Rourke

InterCall does! We offer InterCall'S Video Managed Services (IVMS), allowing us to remotely manage and monitor the video conferencing environment for SMB to Global 100 customers. For more information, you can visit http://www.intercall.com/services/video-conferencing/

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