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The following information can be compiled from the CDB:
Service and components report (capacity utilisation);
Capacity and planning data (forecasts).
Demand Management Business requirements and growth expectations based on business development are determined by means of demand management. Business plans and business strategies form the basis for this. Workload Management The IT services are adapted (expanded, service times adapted, optimised
etc.) on the basis of demand management. Techniques used for this include trend analysis, simulation, and baseline method.
Resource Management Administration and procurement of resources (finances, physical resources, and employees)
Performance Management Monitoring, checking and regulating (e.g. by prioritising) service performance Capacity Plan
The capacity plan contains:
Actual capacity utilisation;
Desired capacity utilisation;
Basis for budget planning.
Improved economy in the production of goods and services through better utilisation of the resources used.
Reduction in the probability of capacity bottlenecks occurring;
Better use of available resources;
Basis for monitoring capacity costs and thus early detection of step costs;
Improvement in customer relationships;
More precise definition of performance requirements;
More precise forecasting concerning the expected performance behaviour of systems;
More efficient use of employees;
Better structured procurement of hardware expansions;
Improved understanding of the interrelationship between performance problems and capacity problems.
Key Performance Indicator
Workload of IT services;
Number of bottlenecks;
Capacity utilisation rate of human resources and systems;
Costs: economic use of resources;
Ability to meet deadlines when providing resources.
Objective Using availability management, ensure the availability of IT services as specified by the customer.
Description Availability management provides for reliable access to IT services. Availability means that the customer will always receive the expected services when they are needed. Good availability requires a low error or failure rate. If there is an incident or malfunction, it has to be rectified quickly. Furthermore, availability management ensures that maximum benefit is gained from the existing IT infrastructure and services. Such maximum benefit is ensured by reliability of the services, and the ability to service and Design the IT infrastructure.
Determine availability requirements;
Prepare availability forecasts and plan the required measures;
Prepare an availability plan;
Determine the actual availability;
Improve the agreed availability. Improvement of availability, for example, is achieved by applying the following methods:
CFIA component failure impact analysis;
CRAMM: risk analysis with a counter-measure plan;
SOA system outage analysis; structured cause analysis;
Ongoing improvement in conjunction with support organizations.
Reliability (mean time between system incidents or MTBSI) Reliability is the capacity to Design operational services. Maintenance or restoration of services takes place in the following steps:
Error detection (incidents); o
Error diagnosis (problems);
Error repair (known errors);
Restoration of the service.
Designability (mean time to repair or MTTR) Designability is the ability to keep the services operational. Maintenance or restoration of services takes place in the following steps:
Error detection (incidents); o
Error diagnosis (problems);
Error repair (known errors);
Restoration of the service.
Serviceability describes the performance to which external suppliers are committed in relation to certain components of the IT infrastructure or services"
MTTR mean time to repair (Designability);
MTBF mean time between failures (availability);
MTBSI mean time between systems incidents (reliability).
IT services are designed and controlled so that contracted availability is achieved;
Service quality improves;
New systems become more economical;
The requirement for problem support diminishes;
Maintenance and down time are reduced;
Supplier performance is improved;
More detailed information is available for service level negotiations;
Existing IT resources are used more efficiently.
Key Performance Indicator Costs can also be determined by assessing non-availability:
Productive time lost by customers;
Productive time lost by IT resources;
Overtime supplements for support teams;
Stage4 Operational Management
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Organisation and Implementation
Develop Recovery Plans
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Objective The objective of IT continuity management is to safe the performance of services in any eventuality based on planning and implementation of preventive measures.
Description Enterprises depend to a significant extent on the availability and functionality of the information technology in use. Therefore, preparation for an eventuality, combined with business continuity management, assumes ever greater importance, with the specific goal of safeing the availability of services, taking preventative measures to reduce the probability of failures and, if a catastrophic event should occur, restoring services in the required time.
The IT continuity plan is always based on a higher-level business continuity management plan (BCM). Strategic and business policy risk evaluation of IT services has to be undertaken by business management. Feasibility and expenditure are determined by IT; in the final analysis they thus have an influence on the service level required.
Carry out risk analyses as part of business continuity management;
Prepare recovery plans for IT services;
Provide the required means;
Provide employee training;
Test and verify plans to be able to restore the services in an emergency in the time required, safely and in a controlled way;
Keep the recovery plans up to date. Options for eventuality planning:
Risk: Risk refers to the possibility of suffering loss, damage, disadvantage or destruction. It is thus the potential of undesirable negative effects arising from an event.
Cold standby: A cold standby solution for the case of a disaster exists if a suitable failure location is provided for an eventuality, but no replacement plant is kept readily
Warm standby: in the case of a warm standby solution, bypass systems for restarting IT services are available in a second location. However, after an event has occurred, the data will first have to be loaded before the service is available again.
Hot standby: In the case of a hot standby solution, the data on the bypass environment is always kept up-to-date. In the case of an event, this system is immediately available for the user to continue operations.
Avaya 132-S-800-1 Exam (Specialist - Messaging Design Elective) Detailed Information
Credentials & Certifications
Sharpen Your Technical Skills—Get Certified on Avaya Solutions
Professional Credentials and Technical Certifications
For every level of knowledge and expertise, Avaya certification programs can enhance your ability to effectively deploy and use Avaya communications applications and technology.
Programs are available by area of focus and for different skill levels. Courses include rigorous study and hands-on learning, complimented by a blend of online tests and proctored exams to validate your competencies. Certifications require passing scores on all examinations.
Maintain Your Market Edge
The skills and knowledge you demonstrate through certification can help you make an immediate impact on current projects. Plus, you gain resume-worthy, career-building skills. You’ll be better able to sell, design, implement and maintain Avaya Solutions while teaching others new skills along the way. Certification shows you are motivated, experienced, and committed to achieve excellence in your field. Avaya Professional Credentials and Certifications are recognized across the globe.
The Avaya Professional Credential Program is designed to ensure individuals have the knowledge and skills to successfully sell, design, implement, and maintain Avaya products and solutions that exceed customer expectations.
The Avaya Professional Credential Program consists of Sales, Design and Support Credentials and distinguishes between Solution Credentials and Product specific Credentials.
To learn more about the Program select the individual graphics above or the workbook tabs.
Avaya Professional Credentials and Certifications
The Avaya Professional Credential Program consists of Sales and Services Credentials, and uses a blend of Online Tests and Proctored Exams to validate competencies. Refer to the Avaya Professional Credential Program Overview for details.
In support of the credential program, Avaya Learning offers a wide variety of training content to meet the needs of our Partners, Customers, and Associates.
Fundamental to all Avaya Professional Credentials is a solid understanding of the core technologies upon which the products and solutions are built. Avaya recommends the programs of leading industry players to provide foundational knowledge: WestNet Learning (Foundational Technology Expert) and The SIP School (SSCA).
Avaya Professional Credential Program
Note: Some credentials are available only to Avaya Partners and Avaya Associates. Please
read the following credential descriptions to confirm eligibility.
The Avaya Professional Credential Program is designed to ensure individuals have the knowledge and
skills to successfully sell, design, implement and maintain Avaya products and solutions that exceed
customer expectations. The Avaya Professional Credential Program currently consists of Sales,
Design, and Services Credentials and distinguishes between Solution Credentials and Product
Sales & Design Credentials
Avaya Engagement Solutions Certifications
Avaya Engagement Solutions Certifications
ACDS - Avaya Certified Design Specialist
ACSP - Avaya Certified Sales Professional
Avaya Product Professional Credentials
APDS - Avaya Professional Design Specialist
APSS - Avaya Professional Sales Specialist
ACSS - Avaya Certified Solution Specialist
ACIS - Avaya Certified Integration Specialist
Avaya Product Certifications
ACSS - Avaya Certified Support Specialist
ACIS - Avaya Certified Implementation Specialist
Avaya Product Professional Credentials
ASPS - Avaya Support Professional Specialist
AIPS - Avaya Implementation Professional Specialist
Avaya uses a blend of Online Tests and Proctored Exams to validate competencies. Professional Specialist
credentials are awarded based upon passing Online Tests. Certified credentials incorporate Proctored Exams
and Online Tests as a requirement to earn the credential.
For a complete listing of Avaya credentials by product / solution area, please visit the Avaya Professional Credential
Program page on the Avaya Learning Center at www.avaya-learning.com.
Fundamental to all Avaya Professional Credentials is a solid understanding of the core technologies
03 October 2016 v1 3
upon which the products and solutions are built. Avaya recommends the programs of leading industry players
to provide foundational knowledge: WestNet Learning (Foundational Technology Expert) and The SIP School
In support of the Credential Program, Avaya Learning offers a wide variety of training content to meet the
needs of our Partners, Customers, and Associates.
Avaya Professional Sales Specialist (APSS)
APSS validates a candidate has a basic-to-intermediary level of knowledge to sell Avaya products and customer focused
An Avaya Professional Sales Specialist understands the competitive global landscape, evaluating customer needs,
identifying and recommending the right Avaya solution and communicating its business value.
APSS Credentials use online tests, are valid for 2 years and are reserved exclusively for Avaya Channel Partners and
Exception: APSS – Avaya Aura® Application Server 5300 (APSS -1101) remains a one year credential until
Avaya Professional Design Specialist (APDS)
APDS validates a candidate has an introductory level of technical proficiency necessary to create specific
designs and build foundational knowledge for solution designs based on the customer requirements.
The Avaya Professional Design Specialist has the skills and knowledge necessary to review a customer’s
current configuration, understand their future needs and design an Avaya solution for today and tomorrow. The
Design Specialist creates architectural designs and migration strategies ensuring both integration to current
networks and future readiness of customer communication solutions.
APDS Credentials use online tests, are valid for 2 years and are reserved exclusively for Avaya Channel
Partners and Associates.
Avaya Certified Sales Professional (ACSP) In planning
ACSP validates that the candidate has achieved an advanced understanding of and competence in Avaya
Sales skills and processes for sales strategy and deployment.
Avaya Certified Sales Professional (ACSP) curriculum for Avaya Engagement Solutions captures both the
Avaya Sales approach and the Engagement Solutions for both Avaya Associates and Business Partners.
Building upon the foundation established with the Avaya Professional Sales Specialist (APSS) curriculum,
students completing the ACSP curriculum will be able to sell and position solutions that address the
customer’s issues and objectives.
ACSP Credentials use proctored exams, are valid for 2 years and are reserved exclusively for Avaya Channel
Partners and Associates.
Note: The ACSP credentials are currently being planned and not fully released.
03 October 2016 v1 4
Avaya Certified Design Specialist (ACDS)
ACDS validates that the candidate has an intermediary level of technical proficiency necessary to
create specific greenfield, upgrade and migration solution designs based on the customer business
Avaya recognizes that individuals responsible for designing customer solutions demonstrate
advanced Sales Engineering skills and therefore should be distinguished with a credential that
signifies their achievement.
ACDS Credentials use proctored exams and online tests, are valid for 2 years and are reserved
exclusively for Avaya Channel Partners and Associates.
Note: The ACDS portfolio has undergone a major redesign to provide the Avaya Sales Engineer
(SE) community a growth path to mastery in Avaya Engagement Solutions. The ACDS curriculum
for Avaya Engagement Solutions instills a common methodology and approach to solution design
across the entire SE community and builds upon the foundation established with the Avaya
Professional Design Specialist (APDS) curriculum.
Avaya Implementation Professional Specialist (AIPS)
AIPS validates a candidate has achieved an enhanced level of proficiency focused on installing,
configuring, and troubleshooting a specified Avaya product or product family.
The Avaya Implementation Professional Specialist can implement, validate and troubleshoot the
installation of a single product, single system or product family. The Implementation Specialist installs
hardware and software, configures the solution, performs initial administration and acceptance testing
to diagnose and correct installation issues.
AIPS Credentials use online tests, are valid for 2 years and are open to all audiences.
Avaya Support Professional Specialist (ASPS)
ASPS validates a candidate has achieved an advanced understanding of and competence in
troubleshooting, maintaining and administration of Avaya industry leading communications products.
The Avaya Support Professional Specialist gathers and interprets system data, identifies issues and
makes changes to ensure maximum availability and performance of a customer’s network. The
Support Specialist uses their advanced Avaya troubleshooting, maintenance and administration
capabilities to efficiently and accurately resolve customer’s communication issues.
ASPS Credentials use online tests, are valid for 2 years and are open to all audiences.
03 October 2016 v1 5
Avaya Certified Implementation Specialist (ACIS)
ACIS certifies a candidate has achieved an enhanced level of proficiency focused on installing, configuring, and
troubleshooting a specified Avaya product or product family.
The Avaya Certified Implementation Specialist can implement, validate and troubleshoot the installation of a single product,
single system or product family. The Implementation Specialist installs hardware and software, configures the solution,
performs initial administration and acceptance testing to diagnose and correct installation issues.
ACIS Certifications use proctored exams, are valid for 2 years and are open to all audiences.
Avaya Certified Support Specialist (ACSS)
ACSS certifies a candidate has achieved an advanced understanding of and competence in troubleshooting,
maintaining and administration of Avaya industry leading communications products.
The Avaya Certified Support Specialist gathers and interprets system data, identifies issues and makes changes to
ensure maximum availability and performance of a customer’s network. The Support Specialist uses their advanced
Avaya troubleshooting, maintenance and administration capabilities to efficiently and accurately resolve customer’s
ACSS Certifications use proctored exams, are valid for 2 years and are open to all audiences.
Avaya Certified Integration Specialist (ACIS)
ACIS certifies a candidate has achieved a level of proficiency required to integrate and implement core and complex
solutions based on reference architectures from Avaya customer scenarios.
The Avaya Certified Integration Specialist demonstrates the integration of enterprise architecture solutions in order
to install, validate, and troubleshoot the implementation. The Integration Specialist holds a technical ability at a level
that ensures the successful integration, configuration, and support of the solution reference architectures.
ACIS Certifications use proctored exams and online tests, are valid for 2 years and are open to all audiences.
Avaya Certified Solution Specialist (ACSS)
ACSS certifies a candidate has achieved an intermediate - advanced level of proficiency required to diagnose,
isolate and support multi products within Avaya solution architecture.
The Avaya Certified Solution Specialist comprehends the methodology to isolate and diagnose single and multiple
problems within the enterprise solution architectures, technologies and protocols. The Solution Specialist holds a
technical ability at a level that ensures the successful maintenance, and support of solution architecture.
ACSS Certifications use proctored exams and online tests, are valid for 2 years and are open to all audiences.
To obtain an ACSS credential individuals need to hold the relevant ACIS credential.
03 October 2016 v1 6
About Avaya Learning
Avaya Learning develops and delivers industry leading training for Avaya products and solutions. Avaya Learning
specifically focuses on Avaya’s product launches, sales force and channel enablement - including solution and
executive selling, skills development and certification. Avaya Learning uses a blended learning approach offering a
combination of self-paced, virtual interactive and classroom learning environments to maximize effectiveness and
decrease time required to reach proficiency.
Avaya Learning supports and maintains the Avaya Learning Center where both course details and information on the
Avaya Professional Credential Program can be found