Final Project

Analysis of Unity Business Networks

Greg Wiedeman
Abstract
This paper will look at a company called Unity Business Networks ased out of
!olorado" and de#elop an understanding of the system$s infrastructure and architecture while
analy%ing the company$s goals& The company$s profile" organi%ational structure" system
de#elopment lifecycle" information systems" hardware" software" dataase management and
telecommunication structure are decoupled from the entire usiness system and e'amined&
Company description
Unity Business Networks was a company founded in the house of !hief ('ecuti#e
)fficer Bo Paulsen and !hief Technical )fficer Greg *enard& They wanted to pro#ide a hosted
phone solution for a company that was +uality dri#en and after perfecting the usiness model
Unity Business Networks" formed in ,--.& The company started in the /en#er market and now
ser#e markets in Ft !ollins" Wyoming" Utah" !) 0prings" Grand 1unction" )regon and
*innesota and ha#e o#er ten thousand licensed seats in the hosted internet protocol 23P4
communication market 2!aulk" ,--54&
There head +uarters are in /en#er and another satellite office in *innesota and currently
employee si'teen indi#iduals& The company has a uni+ue ad#antage o#er the competition
ecause half of the employees posses a high technical aptitude in system engineering" network
engineering" customer support" and software de#elopment& (ach memer of the technical staff
can work in all departments making it easy for management to find resources for projects& The
o#erall usiness goal for Unity is to uild the usiness as fast as possile to make it attracti#e for
selling or merging with a larger competitor&
Work System Snapshot
The si' parts of the work system snapshot from Alter" 2,--54" used to determine the
customers" products and ser#ices" major acti#ities or processes" participants"
information and technologies& Figure 6 shows the framework template created y
Atler&
Work System Snapshot (Template)
!ustomers Products 7 0er#ices
8
8
8
8
8
8
*ajor Acti#ities or Processes
8
8
8
Participants 3nformation Technologies
8
8
8
8
8
8
8
8
8
Figure 1 (Alter, 2008)
The categori%ation of customers" or those who will make the most direct use
of products and ser#ices" included e'ternal and internal& ('ternal customers
included small to medium si%ed usinesses that were either signal or multisite&
)ther e'ternal customers included 0elect 0ales Partners 200P4& 00P are people who
owned there own consulting firms and recommended and sold Unity ser#ices and
products to clientele& 3nternal customers include the operations group& The
operations group hea#ily depends on the system to pro#ision the ser#ices to the
customer and pro#ide support&
The products" which can e either physical or informational" and ser#ices the
system pro#ides for the customer include the core ser#ice of pro#iding internet and
#oice ser#ices to the customer in a hosted en#ironment& They also pro#ide the
customer a client portal to manage their account including a !all /etail 9ecord
2!/94 tool" which #isually graphs and outlines e#ery call made from the company
inound and outound& There is also a we interface pro#ided y Unity that shows
how many calls are in the +ueue for a client$s call center& 3n order to compete with
other electronic fa'ing ser#ices and to pro#ide the customer a one:stop shop for
purchasing Unity pro#ides an electronic fa' 2e:fa'4 solution& An electronic fa'ing
ser#ice allows a user to send and recei#e fa'es through the computer& For the 00P$s
there is a we portal pro#ided so they can manage their accounts& The physical
products pro#ided y Unity include 3nternet Protocol 23P4 ased phones for clients
as well as headsets and 0ingle )ffice ;ome )ffice 20o;o4 de#ices&
The major acti#ities or processes in the simplest form include inputting a
contact" pro#isioning ser#ices" installing ser#ices" turn:up ser#ices and start illing&
The post:install acti#ities include supporting the customer with any prolems they
encounter and adding or remo#ing ser#ices& This acti#ity continues through the
lifecycle of the contract&
The participants in#ol#ed at Unity include sales associates" project managers"
" customers" pro#isionary personnel" in#entory management personnel" network
operations center 2N)!4 personnel and 00P$s& The information produced y the
work system includes customer contracts" customer site information" welcome
packets" install instruction packets" reports of ser#ices" work orders" !/9 reports"
in#entory in#oices" customer ser#ice records" pro#isioning templates" mo#e add
change orders" disconnect orders" e:fa' creation form" e:fa' reports" telephone
numers" and project management status reports& The illing system integration into
the work system does not occur today& !ustomer contracts and ser#ice changes is
entered manually into the illing system&
The dedicated technology used to deliver the processes and activities are
two Dell 2650 servers that run Windows 2003 Operating System (OS with
!nternet !n"ormation Services "or all intranet we#sites$ Two %& &ro'iant D'(60
)6 Servers running 'inu* +ent OS and eight servers that run Solaris OS "rom Sun
,icrosystems$ Storage o" data is on rational data#ase management systems
,yS-' 5 and ,SS-' 2000 and Times Ten data#ases$ %and held scanners
devices enter inventory$ 'ocal client machines consist o" Dell 'atitude D630
laptops and !nspiron 5.6 Des/tops$ The underlying intranet programming language is
0ctive Server &ages (0S&1 0S&$2et1 and &%& and a tool called +ode +harge helps with
development$
Information resource management
Unity Business Networks does not currently employee a !hief 3nformation )fficer
2!3)4" ut does employee a !hief Technical )fficer 2!T)4& The !T) reports to the !hief
('ecuti#e )fficer 2!()4& 3n the current structure of the organi%ation" there are only three people
under the !T)" the <ice President 2<P4 of Network (ngineering" and the 3nformation
Technology 23T4 engineer" who helps with desktop support along with system administration& 3n
the )perations department" there is the <P of )perations" /irector of !lient 0er#ices" and !lient
0upport 9epresentati#es& The 3T /epartment currently employees eight people so an employee
may play two roles such as /irector of !lient 0er#ices and the 3T engineer& Unity also uses two
local companies for outsourcing to do customer installs and work orders& The sales team consists
of one general manager" three sales representati#es" and three 00P$s& The accounting department
consists of two employees who help with customer illing and company finances&
The 3T udget fluctuated throughout the years as Unity matured& At first" they outsourced
the software and hardware customers use to make 3P phone calls& The !T) decided that it would
e etter if the company rought the software and hardware in:house" which would gi#e control
o#er a customers call throughout the entire Unity network& This produces many enefits
including etter +uality of ser#ice" +uick fi'es and changes" and an ad#antage o#er the
competition that still outsource& The udget that year to uy all the e+uipment and software to
make this happened was roughly thirty:fi#e percent of the o#erall udget&
The ne't ig 3T udget year happened when Unity egan to ramp up sales and marketing
with additional funding from =oom 2*anning" ,-->4& This re+uired the purchase of new
Personal !omputers 2P!4" additional ser#ers" and training& Unity failed to ramp up successfully
ecause of the economy and the 3T udget since then has dropped significantly used mostly for
normal operating costs and software #endor renewals& When the company failed to ramp
successfully" there were a few layoffs of 3T personnel including a Network (ngineer and Project
*anager& The timing of the layoffs was in synchroni%ation of a decline in customer orders& The
people left in 3T ha#e een there for three to fi#e years and there is not a high turno#er&
Systems development life cycle
Unity$s !T) was familiar with de#eloping and uilding an in:house work system that
would help to centrali%e and automate daily tasks& 3n the past" he de#eloped a reser#ation system
for a small airline in Ari%ona& ;e took on the project analy%ing that ecause of the small
employee ase and the ease of face:to:face meetings with end users" rapid deployment using
agile de#elopment with the methodology of Feature:/ri#en:/e#elopment 2F//4 would e the
est choice to use in the 0ystem /e#elopment ?ife !ycle& 20/?!4 20tair 7 9eynolds" ,-->4&
Amler" 2,--,4" descries feature:dri#en:/e#elopment as repeating fi#e main acti#ities 2Figure
2).
Figure 2 (Ambler, 2002)
The first acti#ity Amler" 2,--,4 documents is /e#eloping An )#erall *odel& This
in#ol#es understanding the fundamentals of the domain the system is addressing& The second
acti#ity" he states" in#ol#es Building a Feature ?ist sorting them into sets that are related and y
similar suject areas& Amler descries the third acti#ity as Planning y Feature where the result
is a de#elopment plan" and identifying class owners and feature set owners& The last two steps"
according to Amer" 2,-->4" take up se#enty fi#e percent of the F// project& /esign By Feature
and Build y Feature include tasks as detailed modeling" programming" testing" and packaging of
the system&
The !T) uses a 9apid Application /e#elopment 29A/4 program" called !ode !harge"
which helps in fast de#elopment& The !T) recei#es help from an employee who knows dataase
architecture and he helps to create and normali%e all the dataases& The 0ystem Architect
function is to find any software and hardware needed for the system project& The !T) uses a
powerful desktop machine to de#elop mockups and operational prototypes" descried y 0tair 7
9eynolds" 2,-->4" that he uses for showing employees" recei#ing constructi#e feedack +uickly"
decreasing de#elopment time& The other programmer de#elops the ack end and middleware
programs that will do the hea#y lifting for the system&
3n using this methodology" Unity Business Networks does ha#e some issues that will
need addressing in the future& The programming staff consists of four employees& The owner of
the system de#elopment projects is the !T)" while the other Programmers" /ataase
Administers 2/BA4" and 0ystem Architects are resources from other departments& 0ome of the
issues that Unity currently faces are a lack of documentation aout the system and the modeling
in#ol#ed in de#elopment& As the system matures and it ecomes necessary to start to integrate
into other systems" such as illing and sales" it is important for Unity to udget for a 0ystem
3n#estigation 9eport to correct any mistakes efore it carriers o#er to a more comple' system
and ecomes difficult and costly to fi' 20tair 7 9eynolds" ,-->4&
Unity$s !apaility *aturity *odel 2!**4 rating is a le#el one according to Pualk"
!urtis" !hrissis" 7 Weer" 26@@.4 who descrie a !apaility *aturity *odel le#el
one as an organi%ation that succeeds y ha#ing an e'ceptional manager and a
seasoned and effecti#e de#elopment team& They continue to state that during a
crisis" projects tend to go ack to coding and testing instead of planned procedures&
Unity$s success on de#elopment of the systems today was due to the competence
and heroics of indi#iduals in the organi%ation and repetition of success will not
occur" unless the ne't project include the same indi#iduals 2 Pualk" !urtis" !hrissis"
7 Weer" 6@@.4& 3n order for Unity to succeed in proceeding to the second le#el of
maturity" they will ha#e to start thinking aout installing management controls and
procedures to implement policies de#eloped& The organi%ation must ecome
disciplined indi#iduals 2Pualk" !urtis" !hrissis" 7 Weer" 6@@.4&
Hierarchy of information systems
Unity only has incorporated the operations and sales department goals into a few systems
ut has failed in incorporating a mature Transaction Processing 0ystem for illing& The
organi%ation currently has two successful system projects and one in progress to date& They
successfully de#eloped and deployed a !ustomer 9elationship *anagement 2!9*4 system
supporting operations and sales and an 3n#entory *anagement 0ystem 23*04& The de#elopment
team is in the eginning steps of a *anagement 3nformation 0ystem" currently supplying
demand reports and key:indicator reports 20tair 7 9eynolds" ,-->4& *ost all the financial
reporting done today is on ('cel 0preadsheets and AuickBooks and a mature Transaction
Process 0ystem is missing for conducting usiness to customer transactions& !urrently" a
customer transaction consists of manually entering" processing and reconciling the order& 3n order
for Unity to keep up with demands from stakeholders and meet deadlines" a re+uired in#estment
in adding resources in the form of either hiring employees or outsourcing is necessary&
Hardware
There are two places where e+uipment is located" locally in the /en#er ;ead+uarters and
in a collocation facility with <iaWest and B) !ommunications in *innesota& Unity has the rare
opportunity ecause of the high seasoned knowledge of the staff to own most of the hardware
in#ol#ed in the system process& The main #endors Unity uses for hardware solutions include 0un
*icrosystems" /ell" !isco" Adtran" !arrier Access" and (dgewater Networks& All hardware has
support contracts with the #endors& The 0un *icrosystems support contract is the most critical
and the most e'pensi#e ecause their ser#ers run the <oice o#er 3nternet Protocol 2<o3P4 system
for customers" which is the core usiness for Unity&
The ser#ers Unity purchases are rack:mounted and contain multicore microprocessors
with a minimum memory of four gigaytes and a ma'imum of eight megaytes& The ser#ers
come configured with a hardware redundant array of ine'pensi#e disks 29A3/4 controller ale to
support a hardware 9A3/ solution instead of a software solution& The ackup solution is oth
hardware and software ased& A /ell Power<ault 66-T ?T):. Tape /ri#e used for onsite
ackups and third party software" *o%y" for offsite ackups& The networking hardware
e+uipment that Unity uses include two !isco .,--" four C.C- <oice Gateways" four !isco >,--
9outers" fi#e !isco !atalyst switches" two (dgewater D,-5TD 9outers& <isio diagrams document
the hardware ser#ers and networking e+uipment&
Software
They are primarily a *icrosoft shop with Windows BP running on client machines and
Windows ,--." *0 0A? 0er#er ,---" and 3nternet 3nformation 0er#ice& They are primarily a
*icrosoft shop with Windows BP running on client machines and Windows ,--." *0 0A?
0er#er ,---" and 3nternet 3nformation 0er#ice& )ne of the security measures implemented was
Trend*icro anti:#irus scanning software and email spam filter& Appendi' 3" 33 and 333 gi#e more
detail on each hardware ser#er and software piece that Unity incorporates into the information
system 2for security reasons the remo#al of information" such as 3P addresses and computer
names" are found in the Appendi'4& !urrently" Unity is lacking policies and procedures around
installing and updating software components as well management of operating systems including
#ulneraility updates" component updates" security policies and general maintenance&
Database Management Systems
The /ataase *anagement 0ystem 2/B*04 used is a multiuser 9elational /ataase
*anagement 0ystem 29/B*04& 9elational dataases" defined y Whitten 7 Bentley" 2,-->4"
implement data in a series of two:dimensional tales that are ErelatedF to one another #ia foreign
keys& The critical dataases include the !9*" 3*0" and the <o3P dataase software& There is
currently no title for a /ataase Administrator ut the !T) and another co:worker are the
primary owners of the dataases&
elecommunications
Unity currently has two ?ocal Area Networks 2?AN$s4 in /en#er !olorado and
*inneapolis *innesota& The two sites connect to each other through a <irtual Pri#ate Network
2<PN4 that physically uses a digital signal 2/0:64 sometimes referred to as a T:6& The circuit is
part of a packet switched network capale of transferring one and half megaits per second or
6&CDD *ps& The plans are to upgrade the circuit to a T:. operating at DD&>.G *ps 20tair 7
9eynolds" ,-->4& There are routers and switches at each office that help to connect the ?AN$s&
The connection from head +uarters to the 3nternet 0er#ice Pro#ider !ogent
!ommunication pro#ides andwidth of one hundred mps using the (thernet Point to Point
ser#ice& The !9* and 3*0 are contained on the intranet and users ha#e to use *icrosoft <PN
software to connect to the network remotely to gain access& The e'tranet includes the company
wesite" customer portal wesite" 00P wesite" and access to email from either )utlook or 0mart
Phone&
Unity has two wireless access points at head +uarters& )ne used for guest access and the
other for organi%ational access& Unity uses <o3P for telecommunication allowing e'tension
dialing to satellite offices sa#ing cost on long distance charges& Because of the intelligence of the
<o3P system telecommunication ecomes possile allowing a user to ha#e a #irtual office
anywhere there is a roadand connection& There is an interest y senior management in
e#aluating #ideo conferencing to sa#e on tra#el costs& There currently is a feasiility study on the
use of #ideo conferencing" e#aluating how it can ring #alue to the organi%ation&
Conclusion
Unity has had great success in the model they use ut as the company grows they will
ha#e to adjust the model to a more strict disincline method& Throughout the paper" 3 ha#e made
suggestions" on most of the topics" where Unity can impro#e& 3 elie#e that if Unity makes these
changes that they can mo#e to achie#e a more mature system de#elopment and gain control o#er
the infrastructure&

Appendix I Core External COLO ViaWest and XO Infrastructure
I. Public side
Primary Servers
WRKGRP NAME Workgroup
DNS SERVERS Windows 2000 DNS Service
N! NAME
!ERVER
NAME
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NAME
IP
ARE!!
LOCA"ION
ns1.unitybn.
com
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t3eir own mai2 ser.er.
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*+P SERVERS "$*+P v. ,.-.0 .bui/d 20Windows 1 Pure*+P (entS
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2t31.unitybn.c
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N! NAME
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N! NAME
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NAME
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dns1.unity3=o
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Appendix II Internal Infrastructure #ead $uarters
I. Private Side Production
Primary Server
DNS SERVERS Windows 200, R2 SP2 DNS Service
6ctive Directory Windows 200, R2 SP2 N6+;VE 200,
@dn=Asvr, =as a// t=e *S5 Ro/es >ot= servers =ave 4/oba/ cata/o4
Sin4/e *orest 1 Domain B E965P)E.)(6)C
56;) SERVER E:c=an4e 200% SP2 $4Dbit
N!
NAME
!ERVER
NAME
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NAME
IP
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LOCA"ION
Windows 200, R2 SP2 Denver 8<
Windows 200' 02 SP2 (en.er 9:
N!
NAME
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NAME
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LOCA"ION
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PR;N+ SERVERS 5icroso2t Print 5an4er
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NAME
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Appendix III VoIP COLO ViaWest Infrastructure Production !%ste&
Primary Servers
6S SERVER 6PP);(6+;N >R6DS*+
N! NAME
!ERVER
NAME
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WRKGRP
NAME
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ARE!!
LOCA"ION
as1.unity3=on
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as1 So/aris -
$4.1'.100
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N!
NAME
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NAME
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!ibliography
!aulk" 0& 2,--5" No#emer ,G4& Unity Business Networks reaches 6-"--- seat
licenses& Denver Public Relations Examiner"
Alter" 0& 2,--54& The Work System Method: onnectin! Peo"le# Processes# and
In$ormation $or %usiness Results& Work 0ystem Press&
*anning" T& 2,-->" 1uly .64& &oom Technolo!ies Invests In 'nity %usiness
(et)orks& 9etrie#ed from httpHIIwww&%oom&comIaoutInews-.J,-->&html
0tair" 9&" 7 9eynolds" G& 2,-->4& Princi"les o$ In$ormation Systems# *th Edition& !amridgeH
!ourse Technology&
Amler" 0&" 2,--,4& +!ile Modelin!& ?ondonH 1& Wiley& 9etrie#ed from
httpHIIwww&agilemodeling&comIessaysIfdd&htm
Pualk" *" !urtis" B" !hrissis" *" 7 Weer" !& 26@@." 1ulyIAugust4& !apaility
*aturity *odel" <ersion 6&6& IEEE So$t)are" 6-2D4" 6-:,>&
Whitten" 1&" 7 Bentley" ?& 2,-->4& Systems +nalysis and Desi!n Methods& BostonH *cGraw:
;illI3rwin