Collaborative Professional Services (CPS)br.comstor.com/documents/54514/Cisco Comstor...

Cisco Confidential 1© 2012 Cisco and/or its affiliates. All rights reserved.

Collaborative Professional Services (CPS)Portfolio Overview

Antonio Carlos MachadoDecember, 2014

Commodities / Margins

Maximizing investment

Solutions x Box move

Relationship

Frequent Presence

Budget 2015

Warm up Brainstorm

Addressing the Needs of Today’s Partner Businesses

CPS in Action

Collaborative Professional Services (CPS) Portfolio

Who CPS is for, Eligibility

Delivery

Main Topics

Cisco Confidential 4© 2012 Cisco and/or its affiliates. All rights reserved. For Partners in United States and Canada Only

CapabilitiesGap

• Profitable service practice

• New revenue streamsInsight

Accelerate knowledge consumption faster

InsightAccelerate knowledge

consumption faster

Market Transitions/ Opportunities

Market Transitions/ Opportunities

New Technologyi.e. cloud, video, etc

New Technologyi.e. cloud, video, etc

CPSCPS

+ 1 Layer


Increase Operational Efficiency

• Improve business processes• Increase the use of information/analytics• Develop workforce effectiveness• Manage change initiatives effectively

• Improve business processes• Increase the use of information/analytics• Develop workforce effectiveness• Manage change initiatives effectively

Differentiation – Remain Competitive

• Collaborate uniquely• Create new sources of competitive advantage• Deliver services faster, more efficiently• Support regulation, compliance, reporting

• Collaborate uniquely• Create new sources of competitive advantage• Deliver services faster, more efficiently• Support regulation, compliance, reporting

Profitability – Lower Operating Costs

• Reduce Investment Costs• Inefficient collaboration tools• Reduce lengthy time to market

• Reduce Investment Costs• Inefficient collaboration tools• Reduce lengthy time to market

Maintaining Customer Loyalty and Cross Selling

• Increase customer satisfaction• Better evaluate customer needs• Reduce customer wait time• Accelerate services updates

• Increase customer satisfaction• Better evaluate customer needs• Reduce customer wait time• Accelerate services updates

Growth – Expand the Services Practice

• Create new services (innovation)• Expand into new markets and geographies• Expand current customer relationships

• Create new services (innovation)• Expand into new markets and geographies• Expand current customer relationships

What they can do about it What partners want

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6

Partner Value Proposition

Support/Grow Existing Practices – DataCenter, Collaboration, Borderless Networks

Augment Resources – fill GapsKeep CCIE’s in presales mode/offload document creationSupport/Mentor Junior EngineersSupport Remote Engagements

Mitigating Cost of Entry to New Practice AreaCost overruns, unbillable hours, loss of training investmentCPS uses same consulting engineers as Advanced Services Take advantage of Cisco’s expertise and leading practices

Cisco’s “skin in the game”Customer’s require Cisco’s involvementPartner’s looking for that insurance policy


Achieve Right Outcome

Partners combine their assets and resources with Cisco intellectual assets to provide end customer a collaborative solution through:

• Engineering expertise• Best practices • Proprietary methodologies • Smart services innovation• Plan/Design validation


• Portfolio of 35+ Plan/Design, Assessment and Partner Enablement Servicessold to qualified Partners - not directly to end clients.

• Portfolio covers all key technologies under 3 Architectures:• Data Center • Collaboration• Borderless Networks

• Virtually delivered – Cisco’s core group of NCEs• Project-assigned NCEs • Project Coordinator and Delivery Manager

• Prepare Plan and Design- not on-site Implementation

• Fixed Scope/Fixed Price/SKU

• 7 Day SLA from order placement to delivery kickoff

Partner-Centric

CPS Target Market“Sweet Spot”

Global/Strategic/Premier Enterprise

Enterprise

Commercial

SMB/Consumer


AUTOMATION to embed Cisco’s knowledge, experience and expertise into services that we sell directly to partners to deliver professional or managed services

SERVICE DELIVERY available through a scalable infrastructure; partners access CPS no matter where they are in the world.

INTELLECTUAL CAPITAL to get partners to market faster, deliver services more profitably, and with less risk.

Partners combine their assets and resources with Cisco intellectual assets:

• Engineering expertise• Smart services innovation• Best practices • Proprietary methodologies

It provides:

The Collaborative Professional Services portfolio helps you build or add to your managed and professional services practices. It provides you with access to Cisco intellectual assets to cost effectively develop and deliver high value services for planning, designing and optimizing Cisco technologies.

The Collaborative Professional Services portfolio helps you build or add to your managed and professional services practices. It provides you with access to Cisco intellectual assets to cost effectively develop and deliver high value services for planning, designing and optimizing Cisco technologies.


Better information to manage networks for increased reliability and improved risk management

• Realize higher margins for professional services by optimizing resources and automating repeatable tasks

• Develop proactive, personalized solutions that enable customer success

• Combine Cisco power with partner offerings to respond to end to end lifecycle needs

• Profitably expand practice with reusable assets for building a range of services

• Engage virtually to simplify how services are delivered

Increased operational efficiency and improved risk management through a smart services foundationIncreased operational efficiency and improved risk management through a smart services foundation


Growth Differentiation Profitability

++Sold by and Delivered by

Partners, Working

Collaboratively with Cisco

Sold by Cisco or Partner,

Delivered by Cisco

Partner ValuePartner Value

Collaborative ServicesCollaborative Services Cisco Branded ServicesCisco Branded Services


Collaborative Professional Services

Collaborative Professional Services

Collaborative Technical Support

Collaborative Technical Support

Full Portfolio of Offers• Routing and Switching

• Security

• WLAN

• Unified Communications

• TelePresence

• Data Center/Virtualization

Smart Care

Partner Support Service

Collaborative ServicesCollaborative Services


PartnerPartner

• High Margin Service Revenues

• Market Differentiation

• Customer Loyalty

• High Margin Service Revenues

• Market Differentiation

• Customer Loyalty

• Drive Product Acceleration

• Support Partner Architectural Selling

• Minimized Escalations

• Drive Product Acceleration

• Support Partner Architectural Selling

• Minimized Escalations

CustomerCustomer

• Higher Satisfaction

• Proactive Visibility and Support

• Improved 3-Way Relationship

• Higher Satisfaction

• Proactive Visibility and Support

• Improved 3-Way Relationship


Full suite of solutions to meet

customer business needs

Full suite of solutions to meet

customer business needs

Cisco+

PartnerExpertise

Smart InteractionsEnhanced plan and

build services and socialmedia collaboration

Smart InteractionsEnhanced plan and

build services and socialmedia collaboration

CustomersCustomers Cisco/PartnersCisco/Partners

Machine-To-MachineAutomated, real-time network and application visibility and

issue resolution

Machine-To-MachineAutomated, real-time network and application visibility and

issue resolution

CustomersCustomers

Cisco Smart Services ConnectionCisco Smart Services Connection

Cisco/PartnersCisco/PartnersSelf ServiceAccess to analysis and

proactive advice via portal

Self ServiceAccess to analysis and

proactive advice via portal

CustomersCustomers

Cisco/PartnersCisco/Partners


There are more than 40 services in the CPS portfolio, but can be classified in 5 categories:

Partner Need

Partner Need

CPS Category

CPS Category

What Cisco

Delivers

What Cisco

Delivers

Aid starting a practice for a given technology

Practice Accelerators


• Technical selling and consulting

• Design and Delivery methods

• Project management

• Labs and Demonstrations

Access to Cisco Intellectual Capital and collector to evaluate customer’s IT infrastructure

Assessment Services

Assessment Services

• Access to data collection software

• Detailed report run by GSP correlates customer data to Cisco Best Practices

• Delivery methodologies support and procedures

Cisco to complete a review of the customer’s IT infrastructure

Guidance ServicesGuidance Services

• High Level Design• Detailed Design

Review

• Migration Plan Review

• Implementation Plan review

• Systems Acceptance Test Review

Cisco’s assistance in completing a review of a customer’s IT infrastructure

Development Services


• High Level Design• Detailed Design

• Migration Plan

• Implementation Plan

• Systems Acceptance Test

Access to technical modules to bolster new and existing technology practices

Knowledge Services

Knowledge Services

• Web-based library of technical resources

• Accessible via Android and iOS

• Purchased as modules by technology or as a complete library


Delivered By Cisco and Partners

Create an Agile Infrastructure

Develop a Cost Effective Strategy

Prepare to Support New Solutions

Speed Time to Value

Reduce Deployment Costs

Maintain Availability During Deployment and Migration

Improve Performance, Availability, Resiliency

Increase Efficiency and Reduce Costs

Mitigate Risk

Smart Service

Capabilities


Analyze and collect data to automate professional service capabilities

Cisco reviews or creates customer designs and test plans

Best Practices, knowledge transfers, lab demos help you build or scale your Professional Service Practice

Access to technical modules to bolster new and existing technology practices

PlanPlan BuildBuild ManageManage



DevelopmentServices

DevelopmentServices

Readiness AssessmentReadiness

AssessmentValidation

AssessmentValidation

AssessmentHealth-Check Assessment

Health-Check Assessment

GuidanceServicesGuidanceServices

Accelerator ServicesAccelerator Services Knowledge ServicesKnowledge Services


Transaction

+For partners investing in emerging Cisco technologies who want to minimize adoption time of the new technology and reduce time to revenue. Benefits include: in-depth technical knowledge transfer and lab demonstrations

Partners interested in enhancing their diagnostic capabilities will benefit from a holistic view of the customer’s network in conjunction with analysis and recommendations steeped in Cisco’s networking expertise.

For partners that want their customer design project validated by a Cisco engineer while building in-house experience and confidence. Guidance Services will help reduce project risk. Cisco reviews their design plan, migration plan, and system acceptance test plan.

For partners who need to develop reference architectures and customer site designs. Partners will benefit from Cisco’s delivery of custom designs, migration plans, and systems acceptance tests.

For partners in need of bolstering new and existing technology practices. Knowledge services provides access to a collection of videos and documentation of Cisco’s intellectual capital.


Assessment Services

Guidance Services


Knowledge Services

+

+

+

Subscription

Transaction

Transaction

TransactionData Center | Data Center |

Cloud

Borderless Borderless Networks

Collaboration

Data Center | Data Center | Cloud


Collaboration



Collaboration




Partner Need and Benefits Offers Provide


Cisco Provides:

• Access to data collection software

• Detailed report run by GSP correlatescustomer data toCisco best practices

• Delivery methodologies support and procedures

Cisco Completes a Review of the Following:

• High Level Design

• Detail Design Review

• Migration Plan Review

• ImplementationPlan Review

• Systems Acceptance TestPlan Review

Provide information to support Cisco deliverable development activity (ie: customer business, network data, requirements, etc)

Completes deliverables noted above

Cisco Completes andProvides to Partner:

• High Level Design

• Detailed Design

• Migration Plan

• Implementation Plan

• Systems Acceptance Test Plan

Partner works with Customer to:Partner works with Customer to:

Assessment Services

Guidance Services


Complete most engagement activities including final report recommendations


Cisco Provides to Partner IP to enable the establishment of a new Practice:

• Technical Selling and Consulting

• Design/Delivery Methods

• Project Management

• Lab/Demo


Knowledge Services

Cisco Provides to Partner:

• Subscription-based experiential knowledge for Cisco® solutions

• Access to proprietary technical learning modules via an online knowledge portal available 24 x 7

• Accessibility via a web browser or a mobile application

• Content that covers the plan, build, and manage phases of the network lifecycle


“The end customer really wanted good design and implementation documentation, and what Cisco provided was exceptional. This first project went well and now we want to learn about all the CPS offers.”Darren Olson, MidWave

• Data Center Implementation: Nexus; co-location facility to house SAP applications

• First time partner implementation

• Need to build best practices

• CPS: Reviewed and enhanced design, engineers leveraged best practices, available during implementation

Challenge

• Seamless implementation in under 12 hours

• Completed on schedule

• End customer extremely satisfied/knowledge enhanced

Results


• UC Development deliverable

• Ensure best practices applied

Service Solution• Seamless implementation

• No escalation, no hardware failure

• Completed on time

Impact on Customer• Implementation of UC and integrate

with legacy TDM PBX

• 3 Stage Project – 2 campus locations

• Pepperdine University –graduate e-learning

• Stage 1 completed over winter break

Customer Challenge

Highlights:

• $500K hardware sales

• $85K Services sales

• Successful implementation will lead to additional projects at the university

• Partner testing for future business model

Highlights:

• $500K hardware sales

• $85K Services sales

• Successful implementation will lead to additional projects at the university



• UCS Program Manager Accelerator: 8 sessions/90 minutes

• (8) 90 minute weekly sessions to “work out” NexusIS and to provide NexusIS with partner enablement material in a digestible manner

Service Solution• Detailed UCS enablement plan

touching sales, marketing and operations of NexusIS

• Measurable impact to UCS sales productivity – survey scheduled in 45 days

Impact on Customer• NexusIS struggling to develop

UCS practice

• Challenge navigating the large amount of Cisco UCS partner enablement material

Customer Challenge

• Measurements

• Productivity

• Closed two UCS deals at $1M+ each within 2 months time

• Measurements

• Productivity

• Closed two UCS deals at $1M+ each within 2 months time


• Routing and Switching Assessment (hardware assessment)

• Assessment service augmented by guidance to partner CCIEs at customer premises to address challenges and get to faster resolution

Service Solution• Increase in customer satisfaction;

partner retains trusted advisor position

• Reduced the number of hours to perform network assessments

• Stable network; outage issue resolved

• Partner gained significant upsell opportunity

Impact on Customer• Need to gain insight on current state of

the network

• Challenged to increase network availability onsite

• Frequent outages have put partner credibility at risk

Customer Challenge

• Partner positioned as trusted advisor; integrating technology faster and delivering more sophisticated solutions by harnessing the network as the platform


• Partner positioned as trusted advisor; integrating technology faster and delivering more sophisticated solutions by harnessing the network as the platform



Partner TypesPartner Types• Gold, Silver and Premier• Globally available• Gold, Silver and Premier• Globally available

Partner Types• Gold, Silver and Premier• Globally available

Customer SegmentsCustomer SegmentsServing organizations with 250-5000 employees or connected users, including:

• Mid market• Small Enterprise• Local Government• Education

Serving organizations with 250-5000 employees or connected users, including:

• Mid market• Small Enterprise• Local Government• Education

Partner PrerequisitePartner PrerequisiteMust have achieved Advanced or Master specialization in specific technologyMust have achieved Advanced or Master specialization in specific technology


All Guidance Services and Advanced Technology Services (UCS)

All Guidance Services and Advanced Technology Services (UCS)

Accelerator, Knowledge, Development, and Assessment Services

Accelerator, Knowledge, Development, and Assessment Services

Cisco Gold, Silver and Premier certified partners who are eligible to sell Cisco products

Base certification requirements and Advanced Technology or Architecture specialization


CustomerCustomerPlatformPlatform

Assessment Service Data

Collection

Access platform and

select services from catalog

Complete planning checklist

11

22

55

Install & configure tool and

collect data (Assessment)

Customer-specific plan (Guidance/

Development) OR report (Assessment)

to partner

Deliver plans (Guidance/Development)

OR reportand recommendations to customer (Assessment)33

44

PartnerPartner

Online Collaboration Interface

Partner EnablementTools

Ongoing Partner Support

Virtual CiscoSME/Engineer


Service Developer

Publishes theService Product

Service Consumer

Service Partner

Packages, Sells and Delivers the Service

Consumes theService Product

Service Aggregator

Creates Composite Services Out of Available Services

Network ServiceCloud

Virtual Service Exchange

• Dynamic construction, provisioning,&management

• Multi-point and composite services

• Participants maintain asset control

• Margin created by efficiency (software, delivery)

• Dynamic construction, provisioning,&management

• Multi-point and composite services

• Participants maintain asset control

• Margin created by efficiency (software, delivery)

Key RequirementsKey Requirements


CPS Package for: Project Sizing Criteria

Unified Communication: Unity + Call Manager

5000 IT Enabled Employees / Handsets

Unified Communication: UCCX Agents: 300 (maximum)

Data Center: WAAS Up to 10 Branch Offices or Remote Sites

Data Center: ACE Up to 4 ACE Servers/Devices

Data Center: Nexus Up to 4 Nexus 7K Switches

Security: ‘EndPoint Security Solution (CSA, ASA, NAC)

CSA (1 CSAMC , 1 client OS, 1 Server OS, 1 user profile and 1 server profile, up to 5 servers), NAC: Medium (700-1500 users in one site, one guest and one profiler), ACS: 1 ACS server or 1 ACS Solution engine

Security: ‘Unified Security Solution Package (Firewall, IPS and VPN)

Firewall (2 ASA with no virtualization with redundancy and no policy creation), VPN: (ASA VPN, 1 VPN Hub, 1 remote hardware and software profile, 1 SSL VPN, 1 LDAP RADIUS), integration), IPS (2 IPS box or 2 IPS module on ASA, NO tuning)

Security: ‘Unified Security Management Solution’ (CS MARS and CSM)

CSM (1 CSM installation and integration with 1 Firewall, 1 IPS and 1 ACS), CS MARS (1 LC installation and integration with 1 CSM, 1 Firewall and 1 IPS)

Virtual Offerings: Routing & Switching, UC, UCC, Unity, TP, Security, DCN

Technology audits limited to 500 devices; 5000 employees, 150-2000 Devices


Supporting Service Eligibility Criteria Characteristics

UC Planning and DesignGuidance Service

� High Level Design Review� Detailed Design Review� Implementation Plan Review� Migration Plan Review� System Acceptance Plan Review

•UC ATP Partner program• UC Specialization – Advanced or Master

• Each Deliverable Qty• Per package offer: 1

UC Planning and DesignDevelopment Service

� High Level Design� Detailed Design � Implementation Plan� Migration Plan� System Acceptance Plan � Knowledge Transfer

•UC ATP Partner program•UC Specialization – Advanced or Master

• Each Deliverable Qty• Per package offer: 1

DC Planning and DesignGuidance Service

� High Level Design Review� Detailed Design Review� Improvement Plan Review� System Acceptance Plan Review

•DCNI Specialization – Advanced or Master • Each Deliverable Qty• Per package offer: 1

DC Planning and DesignDevelopment Service

� High Level Design� Detailed Design � Improvement Plan� Migration Plan� System Acceptance Plan � Knowledge Transfer

•DCNI Specialization – Advanced or Master • Each Deliverable Qty• Per package offer: 1

SEC Planning and DesignGuidance Service

� High Level Design Review� Detailed Design Review� Improvement Plan Review� System Acceptance Plan Review

•SECURITY Specialization - Advanced or Master • Each Deliverable Qty• Per package offer: 1

SEC Planning and DesignDevelopment Service

� High Level Design� Detailed Design � Implementation Plan� System Acceptance Plan � Knowledge Transfer

•SECURITY Specialization - Advanced or Master • Each Deliverable Qty• Per package offer: 1




Assessment Services

Assessment Services

Guidance ServicesGuidance Services



Knowledge Services

Knowledge Services

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Technical Know

ledge Library

• Network Infrastructure Knowledge Service

• Wireless Knowledge Service

• Security Knowledge Service

• Collaboration Knowledge Service

• Data Center Knowledge Service

• Unified Security Development Service

• WLAN Development Service

• WLAN Voice Development Service

• Unified Communications Development Service

• Unified Communications on Unified Computing System Development Service

• Unified Contact Center Express Development Service

• TelePresence Development Service

• Unified Computing System Development Service

• Data Center Wide Area Application Services Development Service

• Data Center Nexus Development Service

• Data Center Application Control Engine Development Service

• Unified Communications Guidance Service

• Unified Communications on Unified Computing System Guidance Service

• Unified Contact Center Express Guidance Service

• TelePresence Guidance Service

• ATP Immersive Shadowing Service+

• Unified Computing System Guidance Service

• Data Center Wide Area Application Services Guidance Service

• Data Center Nexus Guidance Service

• Data Center Application Control Engine Guidance Service

• Unified Security Guidance Service

• WLAN Guidance Service

• WLAN Voice Guidance Service

• Identity Services Engine Guidance Service

• MIT ATP ASR5K Guidance Service*

• Routing & Switching Assessment Service

• Routing & Switching Assessment Service Multipack

• Multi-Day Router & LAN Switch Audits Service

• Network Device Security Assessment Service

• Video Service Level Agreement Assessment Service

• Unified Communications Readiness Assessment Service

• Unified Communications Manager Assessment Service

• Unified Messaging Assessment Service

• Unified Contact Center Assessment Service

• Unified Computing System Program Manager Accelerator Service

• Unified Computing System Partner Practice Lab DemonstrationAccelerator Service

• Practice Management Foundation Service

• Unified Computing System Technical Consulting Accelerator Service

• Cloud Builder Accelerator Service

• FlexPod Technical Consulting Accelerator Service

• Virtualization Experience Infrastructure Technical Consulting Accelerator Service

Prefix for all service names: Cisco Collaborative Professional Services

*SP offer. Remove from outbound mid-market slides+ATP Immersive Shadowing is a Guidance Service with onsite engineering deliverables


CPS - Collaborative Professional Services

http://www.cisco.com/web/about/doing_business/legal/service_descriptions/index.html#~5

Sell Services – Collaborative Professional Services

http://www.cisco.com/web/partners/services/programs/collaborative/cps/index.html

Sell Services for Partners

http://www.cisco.com/web/partners/services/index.html


• Share these concepts

� Read the material and links mentioned

� Contact us

• Know the Installed Base (asset)

� Ideas to increase support

� Refresh the environment

• Sell solutions instead box / BOM

� View each deal as a consulting services

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