server maintenance and patching; in making better purchasing and agement, and analytics solution. Tim Riek, senior rather, they can narrow their focus deployment decisions. To attack vice president of service operations at the firm, to what’s happening with their AV this challenge, Donlan urges tech noted that AVI-SPL is establishing an as-a-service systems. managers to ask themselves: what model for Symphony, similar to other cloud Donlan also points out that problems are we trying to solve offerings that tech managers are accustomed to. (seemingly) disparate AV devices with our AV monitoring and man- (Symphony is also available as an on-premise are starting to be managed on, agement technology? “Because solution.) “I would encourage tech managers to as he puts it, “a single pane of there’s a lot there, and every con- take a look at the different consumption models glass, instead of two things in versation that I have with people that are available, depending on what their prefthe room being managed through about what monitoring and man- erence is,” he said. “There are new consumption this one [system], and three other agement means to them can go models coming available [that are tailored] to how things in the room being managed Brian Fichter, vice president in a different direction,” he said. [tech managers] handle ongoing support.” and monitored through this other of video operations, Carousel Some organizations define this As AV monitoring and management continues thing, and they’re all talking dif- Industries in helpdesk terms: information is to evolve, Donlan predicted that these systems will ferent languages—and all of these being fed from rooms, live, back increase their application of AI to identify patterns different tools have to be handled separately,” he to the helpdesk to enable supthat may not be readily apparent illustrated. Tech managers, unsurprisingly, want port staff to service end users in to human beings. He uses meeting this to happen in one location only, and develop- real time. Others want to know room scheduling as an example, ers are responding. what equipment has failed (or where a space on a certain side of There has also been a shift toward what Donlan is going to fail) so that they may an office complex may be less in terms “out-of-the-box monitoring and manage- respond as soon as possible. And demand during specific hours of ment,” whereby the need for custom program- then there are the organizations the day—not because of techniming post-installation is significantly reduced. that may wish to delve deeper cal problems, but because of the He said that this helps organizations avoid the into usage statistics in order to building’s siting. “It may not show dreaded scenario in which, a year after an AV shape future purchasing decisions. up directly as much of a pattern if deployment, the person in charge of collecting “Different platforms are going to you’re just looking at the informamonitoring and management metrics realizes that support different combinations of tion, but the system might be able the system hasn’t been configured correctly, and those things differently—there are Tim Riek, senior vice president of to identify that this space is on the that vital information doesn’t exist. “With a shift strengths and weaknesses across service operations, AVI-SPL side of the building where the sun to systems that are just doing that automatically, different sets of technology. It’s is rising, and you need to put in that are just gathering everything—because storage very important to start at the beginning [and] look shades and adjust the heating and cooling to make is cheaper these days and things can go up into the at what, specifically, monitoring and management it comfortable for people to actually meet there,” cloud—it makes that situation a lot less likely to means to them.” he illustrated. “It’s able to see these patterns and occur,” he said. AVI-SPL, an AV design, integration, and man- pull them together so that you can take those But it’s one thing to know that the data is going aged services company headquartered in Tampa, actions to make a more comfortable and effective to be there when you need it; it’s quite another FL, offers the Symphony Managed Services collaboration space.” to determine what metrics will actually assist you Platform, its own proprietary monitoring, manCarolyn Heinze is a freelance writer/editor.
Data Deluge AV monitoring and management systems may be collecting more and more infor-
Brian Donlan, technology manager for enterprise software at Crestron, offered
mation, forcing tech managers to determine what data is actually useful to them.
this advice: “I always like to look at things as far as the actions that I can take, and
“[One] thing that we see really frequently is you’ve got traditional AV systems
then work backward from there,” he said. “What are the inputs that are going to
monitoring and management tools deployed but never really optimized or config-
be available in this room? What limitations can be made on who’s booking these
ured to enable beneficial use—they’ve put the software on the server, the server can
spaces? How many rooms can do video calling, versus audio calling, versus just
access the technology, but it gets flooded with non-beneficial information which
presentation? Identifying where you’re going to be making purchasing decisions,
ultimately leads to it being turned off,” illustrated Tim Riek, senior vice president of
how you’re going to be able to help your users, and then pulling that exact data is
service operations at AVI-SPL. Developing a plan for what information is actually
the path that you need to take.”
useful helps to prevent data overload.
F E B R U A R Y / M A R C H 2 0 1 9 | av ne two r k .co m
Global Sensations. Juniper Networks' Pete Kolak On Standardizing An International Company's Communications.