NEW YORK - Large business and government customers with complex networks and multiple office locations throughout the United States can now avoid all the work and day-to-day headaches of managing their networks. Verizon now offers them complete managed network services in all 50 states.
The suite of services, offered by Verizon Enterprise Solutions Group, enables customers to offload the daily management of their data networks for a single monthly charge. This national product offering combines and enhances similar services offered by Bell Atlantic and GTE prior to their merger.
State-of-the-art network operations centers in Pennsylvania and Texas, as well as nearly 5,000 field personnel nationwide, will support the services. Verizon will assume responsibility for the installation, maintenance, upgrade, monitoring and management of customers' networks anywhere in the United States.
A recent customer study, conducted by Verizon, showed that network managers were typically spending 50 percent of their time troubleshooting network problems. Only about 30 percent of the problems resulted from hardware devices covered by equipment manufacturers' warranties. Verizon managed network solutions take care of these issues for customers, allowing them to spend time addressing more important problems associated with network congestion and stability, application prioritization and rapid technological change.
"As network complexity increases and customers seek methods of improving the effectiveness of their business, more of them will need additional help managing network resources so they can achieve their objectives," said Edward F. McGuinness, senior vice president, marketing, Verizon Enterprise Solutions Group. "Managed network solutions solve this business dilemma."
For example, Verizon FrameWatchSM and SiteWatchSM offer customers bundled packages of management and maintenance services for frame relay networks and data network edge devices, such as routers, switches and hubs. With FrameWatch and SiteWatch, customer networks are continually monitored for problems, configurations are restored or upgraded and performance data is collected and analyzed.
"Verizon has invested extensively in its personnel, facilities and procedures to ensure that our managed network solutions capabilities are among the best in the industry," said McGuinness. "The highly reliable Verizon network and comprehensive service offerings, including vendor coordination and end-to-end problem resolution, differentiates Verizon in the marketplace."
In order to attract and retain its force of highly competent network engineers, Verizon has implemented a program of continuous certification and training. To date, Verizon network engineers have earned nearly 350 professional certifications from leading equipment manufacturers. The Verizon data network operations center in suburban Philadelphia, was ISO9001 certified in November 1996 and follows processes and procedures designed to ensure that customer interactions are consistent and positive.
In addition, Verizon has developed a unique, industry-leading integrated management system that serves all FrameWatch and SiteWatch customers. The time from initial identification of network difficulty to preliminary diagnosis, including customer notification, has been dramatically reduced. While the industry average is well over 30 minutes, Verizon has cut its typical response time from 34 minutes to only 30 seconds.
National customers, such as Kaiser Permanente, are already benefiting from the many years of experience Verizon has in managing complex voice and data networks.
Kaiser Permanente, the nation's largest not-for-profit health management organization (HMO), serving more than eight million members, is one of the first major companies to chose Verizon's new nationwide network management services. In June 2000, the HMO signed a five-year contract with Verizon whereby the company will provide maintenance program management, service level agreement monitoring, reporting, equipment repair and project support for Kaiser's national network.
"We realized the potential value a managed network solution would have on our entire organization by reducing our network headaches, increasing our network reliability and ultimately allowing us more time to focus on providing better healthcare to our subscribers," said Douglas Crawford, senior director, technology planning, Kaiser Permanente. "After evaluating several national communications companies, we chose Verizon based on its ability to provide the current level of service required, as well as support future network growth."
Verizon Enterprise Solutions Group manages the design, operation and maintenance of end-to-end total network integrated solutions for large business and government customers across the United States. With nearly 16,000 employees in 46 states, Verizon Enterprise Solutions Group offers a complete range of basic and advanced communications products and services to meet the voice, video, data and IP-related needs of its customers. For more information on products and services available through Verizon Enterprise Solutions Group, visit www.verizon.com
Verizon Communications (NYSE:VZ) is one of the world's leading providers of communications services. Verizon companies are the largest providers of wireline and wireless communications in the United States, with 112 million access line equivalents and 27 million wireless customers. Verizon is also the largest directory publisher in the world. A Fortune 10 company with approximately 260,000 employees and more than $65 billion in annual revenues, Verizon's global presence extends to 40 countries in the Americas, Europe, Asia and the Pacific. For more information on Verizon, visit www.verizon.com
Verizon Managed Network Solutions
Designed to be scalable so that customers can choose the level of service that best fits the needs of their business, Verizon provides two families of offerings within its suite of managed network solutions - SiteWatchSM and FrameWatchSM. Both offer data maintenance packages that provide customers with various levels of support for their network equipment.
Customers choosing Verizon SiteWatch benefit from the flexibility of bundled management and maintenance services for devices such as routers, hubs and switches from a wide range of industry-leading equipment manufacturers. The SiteWatch family consists of three levels of service - fault management, performance management and configuration management - which provide increasing support and information to the customer.
Fault management services, the foundation of both SiteWatch and FrameWatch, offer customers basic 24x7 fault monitoring, identification and notification services, as well as problem resolution and service restoration. Maintenance dispatch and coordination among multiple service and equipment providers eliminate the hassle and frustration customers often experience during times of network difficulties. A Web-based trouble ticketing capability automates the entire service and provides the customer with timely access to status information.
The second level of SiteWatch service, performance management, includes all fault management features and complements these with comprehensive Web-based reporting capabilities and quarterly network performance analyses. This information enables customers to analyze network performance, establish baselines and create the historical trending measurement essential for planning future network enhancements.
Customers choosing the SiteWatch configuration management option, benefit from all of the fault and performance management services, as well as a full range of software back-up, restoral and upgrade installation services. Verizon will also perform all activities associated with moves, adds and changes.
Developed for customers seeking a complete end-to-end solution to support their frame relay networks, FrameWatch provides a comprehensive offering to meet all equipment, management and maintenance requirements. This package of value-added services, with options for the management of wide area networks and routers, provides the highest level of technical support and customer service.
Verizon assumes responsibility for the procurement, configuration and installation of a monitoring probe that connects the customer network directly with a Verizon network operations center. This offers the customer the ability to quickly perform network monitoring and adjustment activities, while providing Verizon with the access necessary for constant oversight. Utilizing the Visual Up Time reporting system from Visual Networks, customers are able to review network performance and operational efficiency by accessing service reports via Web-based interface.
In addition, Verizon FrameWatch provides customers with all equipment, as well as the complete range staging, installation, management and maintenance services available through Verizon SiteWatch.