Cisco IT Service Transformation

Yvic Le Scouezec

IT Sr. Manager

© 2014 Cisco and/or its affiliates. All rights reserved.04.12.2014

Cisco IT network - Technology and People

More Than 150,000 People

Worldwide in the Extended Cisco

Family

• 312 locations in over 90 countries

• 400 buildings

• 68,000 employees

• 30,000 contractors

• 20,000 channel partners

• 10,000 Routers in the Enterprise

• 25,000 Routers @ Home

• 200+ Extranet Partners

• 5 Production data centers

• 1000+ labs worldwide (500+ in San Jose)

• 334,000 sq. ft of DC space

• 35.6 MW of UPS Power

• 80% servers virtualized in new

DC’s, 73% overall

2

Cisco IT Business Challenges

3

• Cisco is a rapidly growing company with multiple business models

• Many new Cisco technologies are being deployed into the production network

• Difficult to balance daily operations with design and deployment of new

technologies

• Many corporate strategic initiatives affect IT

• Budget and head count limitations

Grow – New Offerings

Scale – Bring it to Market

Optimize – Large Optimizations

Run – Keep the lights on

Gartner Analysis - There's Gold at the End of the ITIL Rainbow (Author – Ed Holub)

Operational Functionality

Business

Experience

Strategic

Growth

Industry Standard

Investment %

16%

20%

64%Operational Functionality

Business

Experience

Strategic

Growth

Cisco IT Current

Investment %

25%

25%

50%

IT as a Service Organization: Investment Balance

Service OrganizationTransformation

IT As A ServiceAccountability Checkpoints

Services

Review

Organizational

Health

Strategic

Investment

Planning

Architectural

Reviews

Operating Our Business Services Architecture

Services Taxonomy

Owner: Worthington

Services P&L (Cost & Value)

Owner: Worthington

Services Roles

Owner: Martino

FY10 / FY11 Roadshow Deck

Owner: Jordan

Services Funding

Owner: Cory

Organizing principle

Responsibilities and

accountability

CostBill of IT to deliver a capability

ValueClient view of

capability

Services Taxonomy

Services P&L (Cost and

Value)

Services Roles

Business Partnership

Services Funding

Change Management

Define / Measure Success for Each of Us

Business Partnership/ Aggregate Value of IT Services

Budget

Services

Review

Architectur

al Reviews

Organizati

onal

Health

Strategic

Investment

Planning

Productivity Globalization Consumerization

We Face the Same Challenges

Work Styles Have EvolvedWork anytime, from anywhere, with any device

Cisco Work Culture

41%

52%

50%

89%

47%

6%

collaborate with people in different time zones

telecommute at least once a week

classified mobile workers

work in a fully remote manner

work in a different location than their manager

of our employees work outside the U.S.

Source: Cisco Work Profile Survey, 2012

How Does IT Deliver a Virtual Experience

FROM TO

Virtualized Storage Clouds Accessible Anywhere, Anytime

CONTENT: Access to Content From Single Device and Local Storage

EXPERIENCE: Little/No Differentiation in Capabilities, Entitlements and User Experience

Cost-Effective Differentiation of Service Offerings Based on Role and Global Location

DEVICES: Limited Device Selection/Underutilization of Fleet

NETWORK: Connectivity Primarily Through VPN, Per DeviceSUPPORT: Non-Segmented Support Primarily Provided Through Call-center

Support for BYOD, VDI and Additional User Devices

Personalized Collaborative Support Model as New “Front Line” for Solutions

Optimized Secure Network Connectivity for Voice, Video, Data

Mobility as an Experience

Re

Onboarding Posture Remote

AccessNetwork

AccessWireless

Carrier Accounts

Internal and

External Apps

Recommendations

Accounts and

Services

Curated

Selection

Contextual

Bundles

Bring Your Own

Device

Trusted Device

Policy

Mobile Device

Management

Mobile Application

Management

Mobile Information

Management

Cisco eStore

Identity Services

Engine and Partner MDM

Box Cloud

Other14,726 35,908 17,273 53632

-0.1%

Growth

-1.7%

Growth 1.2% Growth -11.3%

Growth

0.3% Growth69,544

Personally

Owned

Mobile

Devices

(BYOD)952

6% Growth

Growths based on a 3 month period

Cisco’s Any Device Landscape (Aug 31, 2014)

2009

Mobile BYOD Mandate

Mobile Mail and Wi-Fi on iPhone, BlackBerry, Android, etc.

MacBook Pro

2010-2011

Tablet Support

AnyConnect on Trusted Devices

2012-2013

Cisco eStore Launched

MacBook Air

Mobile Apps

ISE 1.1 Rollout

2014+

BYOD for non-Cisco laptops

Expanded Mobile App Portfolio

Cloud Services

ISE 1.2 and 1.32003-2008

Corporate-Paid Devices

Good Mobile

Windows XP

Any Device Roadmap

Mobile BYOD Landscape

Smartphones and Tablets at Cisco

Mobile devices inside Cisco grew 61% in two years

8%

49%

24%

Platform May

2010

May

2011

May

2012

May

2013

May

2014

iPhone 3,471 16,313 23,258 32,780 36,015

iPad 99 4,829 10,779 15,987 15,477

Black-

Berry14,607 14,391 9,724 5,401 627

Android 45 3,289 6,592 11,222 16,669

Others 7,334 2,308 1,010 834 973

Total 25,556 41,130 51,363 66,224 69,761

17%

*Includes devices with corporate plans, personal plans, and wi-fi only

Self Support Evolution

Desktop Refresh Process (with Mac Option)

1. Refresh Invite3. Client registers for Refresh & Approval

4. Order 5. Hardware shipment 6. Setup and configuration

2. Client goes to Website

C&A

Manager Approval

eStore – One-Stop IT Shop

17

Cisco eStore

857

(-20%)

1,255

Cisco

Devices

291 (169%)

107 (-51%)

DX650 DX80 DX70

Cisco’s Device Landscape (Aug 31, 2014)

The importance of a strategy?A new norm and we’re only half way there

* 5 people are born /sec

* 55 mobile devices sold /sec

Pace of change isaccelerating. Focus on limits & not now

* Early adopters are CxOs

* Generation Y at the heart

* IT as a service

It’s not about technology. It’s about business transformation & secureduser experience

04.12.2014 © 2014 Cisco and/or its affiliates. All rights reserved.

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