Increase Profitability and Optimise Market Transitions ... · Increase Profitability and Optimise...

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential ‹#›

Nick Earle

Increase Profitability and Optimise Market Transitions with Cisco Smart Services

SVP, WW Services Field Operations

5th June 2013

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2

What We Will Cover Today…

Cisco Services Strategy – the key role that Software and Analytics plays

Empowering you to embrace the opportunity

Progress so far • Infrastructure

• Platform

• Industry Verticals

• Collaboration

Q&A


Cisco Business Strategy

Consulting,

Managed,

Advanced,

Platform Services

3rd Party Apps and Open Source

Ecosystem

IoT Solutions and Industry Apps

Ex: Connected

Energy / Connected

Industries / S+CC

Cisco Apps

UC / Collaboration

Business Process and Enterprise

Apps Ex: SAP HANA and ERP /

Oracle Database

Analytics + Management + Orchestration + Automation + Policy

Security Access Control / Content

Aware / Context Aware /

Threat Aware

Access

Wired / Mobile

Core N/W

Ent, Comm / SP

Unified DC

UCS / Nexux

Services And System Applications Platform Subscriber Services / Networked Services /

Service and Workflow Management / System Management

Infrastructure Platform Infrastructure Service Functions / Orchestration Functions /

Management Functions / Elementary Infra Functions


Google’s Software Value Ecosystem ADVERTISING

SEARCH PICASSA MAPS

YOUTUBE

ANDROID PROFILES

GMAIL

LATITUDE


$180B

Installed Base

Industry

Services Applications

Services

Infrastructure

Services Platform

Services

MSPs

Consulting

Partners SIs

Industry

Vertical

Partners

ISVs Distis

Resellers

Cisco Services Software Value Ecosystem


All Cisco Services Are Smart

Automated Software-

Enabled Discovery

…which analyzes

Network

Diagnostic Data

…and correlates with

Cisco’s Deep

Knowledge Base

…to provide

Actionable Insight

CISCO DEEP KNOWLEDGE BASE

28 Years’ Networking Innovation

and Leadership

50 Million Installed Devices

6 Million Annual Customer

Interactions

90,000+ Technical Documents


Basic Resell Partial Differentiation Full Differentiation

Network Optimization Service

Collaborative Professional Services

Collaborative Professional Services

Smart Net Total Care Smart Care Partner Support

Service

Smart Care Partner Support

Service

It’s All About Choice and Differentiation

Ready-to-Eat Pre-Mix From Ingredients

PROFESSIONAL

SERVICES

SUPPORT

SERVICES

MANAGED

SERVICES


Infrastructure Smart Services A

PI

INT

EG

RA

TIO

N

Third-Party Apps and

Open Source Ecosystem

IoT Solutions and Industry

Apps

Cisco Apps


Apps


Security Access Core N/W Unified DC

Services and System Applications Platform Subscriber Services/Networked Services/

Service and Workflow Management/System Management

Infrastructure Platform Infrastructure Service Functions/Orchestration Functions/

Management Functions/Elementary Infra Functions

CISCO SERVICES

$180B Installed Base

Smart Data Analytics

and Actionable Insight

Support Automation:

SNTC, PSS and SmartCare

Remote Management Services (RMS)

Advanced Services by Architecture


DEVELOP AND DEPLOY SERVICES WITH FOUNDATIONAL AND SMART CAPABILITIES

Partner Support Service

Online Technical Resources Partner Access to Cisco TAC

Software Updates Advance Hardware

Replacement

IB Management Alert Reporting Device Diagnostics

Smart Interactions

Drive Incremental Services Revenue

Improve Operational Support Margins

Increase Customer Loyalty

Unified APIs


Smart Acceleration Promotion

Market Development Fund New Rebate for Uncovered Product

• Cisco pays for Partners to accelerate

adoption of PSS at customer sites

• Examples include:

• Smart Bonding adoption

• Marketing help to create PSS offers

• Hiring engineers for API Integration

Runs for Six Months From Start of Q1 FY14

Contact Your PSDM for More Details

• Based on data from Smart IB discovery tool

• Incremental rebate for net new Services attach

• Available for SmartNet Total Care, SmartCare

and PSS offers


The CIO’s Dilemma

Explosive Growth in Mobility

BYOD

Rapid Adoption of Cloud

CEO pressure to globalise and enable growth

SLASH COSTS

INNOVATE

RETAIN CONTROL

DO MORE WITH LESS


CIO Spending Portfolio Over the Next 5 Years

Source: Gartner, Outsourcing Trends 2013: The Nexus of Forces

Will Accelerate Managed Services Sourcing Adoption – January 31st 2013

Increase the Value

Fund More Transformation

50%

30%

70%

2012 2017

Reduce the Cost

CIO Spending

Cost Structure to Run the Business

• Infrastructure Services

• Application Management

Grown and/or Transform Business

• New Business Models

• New Customers, Products or Services


Range of Sourcing Relationships Cisco Services focuses on efficiency and management of elements and infrastructure

Scope of IT environment

Busin

ess g

oals

and o

utc

om

es

Efficiency

Operations

Smart Services

Out-Tasking

Remote Management Services

Out-Sourcing

Managed Operations Services

Management

Elements Infrastructure Steady State Running

Out-Tasking specific IT functions

transfer rather than the entire IT function

Out-Sourcing transfers the entire

IT process and outcome

Smart Services Monitors and understands the

usage, demands, and potential weak spots


Platform Smart Services A

PI

INT

EG

RA

TIO

N




Apps

Cisco Apps


Apps







CISCO SERVICES

Infrastructure Services

Governance and Compliance Management Services

Integration Brokerage: ServiceGrid


• TelePresence

• Tandberg

• Digital Media Systems

• HealthPresence

• 3rd Party H.323

• Unified Communications

• Unified Communications Applications

• Unified Contact Center

• Unified Computing

• DC Switching

• Storage

• Operating Systems

• Databases, Middleware & Apps

• Access Control

• Firewalls

• Intrusion Prevention

• VPN

• IronPort

• IOS Security

• Physical Security

• Edge Routing

• Core Routing

• Switching

• Wireless

• Mobility

Cisco Remote Management Services

Unified Comm.

Video

Configuration and Compliance Management

Security Foundation Data Center


CMCS Partner Models

Consulting Focus Resale Focus Operate Focus

Compliance Management Consulting

• Industry Verticals

Healthcare

Financial services

Retail

• Horizontal

Commercial standards

Organizational efficiencies

Co-Delivered

• Using Cisco RMS delivery

Cisco-Branded Resale

White Label

• May or may not use Cisco RMS delivery

Ability to Segment Service Deliverables Allows for Tiered Offer Structure

MSP Combined With CMCS/CCS

MSSP Combined With CMCS/CCS

Run Internal NOC for Full Service Capability


Customer Challenge

• Cisco for data,

Avaya for voice

• One managed

services solution for

data and voice

• Operational

outcome SLAs

Cisco Solution

• Cisco Operate and

Manage

• Over 200,000 phones,

90,000 foundation,

wireless and third-party

devices across

3000+ stores

• Dedicated

management platform

Impact on Customer

• SLA across voice

and data

• Fully integrated

experience—one

solution across

all outlets

• Single source

managed service

provider

Operate and Manage Win at Home Depot


FTS

OBS

Orange

Mobile

ServiceGrid

Smart Bonding B2B: Ecosystem

PNOC RMS

NA

EMEA

APAC


Cisco Smart Bonding B2B: Key Milestones

VCE Collaboration

Workflow Through

SolveDirect

Cisco Entitlement

Service APIs Integrated

Into ServiceGrid

ComputaCenter Is

First Smart Bonding

Partner via SolveDirect

Smart Bonding Aligned to

the “Smart Interactions”

Fifth Pillar in PSS

Cisco SORT (RMA) APIs

Released: ServiceGrid

Integration in Progress

ServiceGrid

Promotion

Cisco Acquires SolveDirect:

Smart Bonding Product

Management Team

Moves to IBTG

Q4FY13 Q4FY13 Q3FY13 Q3FY13 Q1FY12 Q4FY10 Q1FY09


ServiceGrid Promotion

PSS Eligible Partners Resellers

• Smart Bond to Cisco

• Two years for the price of one

for first customer

• Two years for the price of one

for first customer

Contact your PSDM for further details


Industry Vertical Solutions A

PI

INT

EG

RA

TIO

N

CISCO SERVICES

Healthcare

Connected Energy

Safety and Security

Sports and Entertainment

Remote Expert

Platform Services





Apps

Cisco Apps


Apps








HEALTHCARE CLOUD

Connected Health

Architectures HEALTHCARE SERVICE

EXCHANGE (SXP)

• Health Services Platform—Healthcare Cloud Applications (PaaS, IaaS focus for VNA, Health Insurance Exch, and ACOs)

CONNECTED HOSPITALS/PHARMA

• Connected Hospitals—Suite of healthcare reference architectures and Advisory and Architecture services

• Reference designs with key healthcare partners

• Resell of all Cisco H/W and S/W

• Business Consulting Services

• Solution design, integration & implementation services

• Process redesign and change management

• Application migration and customization

• Custom application development

• Add-on tools and systems from 3rd parties

• Day 2 support (including monitoring)

Partner Opportunities

HC COLLABORATION TOUCH POINTS

CLINICAL/ADMIN

• Cisco HealthPresence (All Cisco Video end points incl. C20, C40, EX90, via Jabber desktops, tablets, phones)

• Healthcare Collaboration Enabled Endpoints:

Any Video, Any Medical Device, Any HIS to transform delivery of healthcare

HOME HEALTHCARE

• Home TeleHealth Services and Home Managed Care Services via clinical partners

Borderless Networks

Collaboration

Virtualization


• To provide high quality, specialty healthcare services to remote school districts, local businesses and county jails in Texas

CHALLENGE

• Cisco HealthPresence systems with medical devices attached to support remote nurse examinations

• Presidio developed, sold and provided PDI services

SOLUTION

Needs clean up

Presidio and Resolute Health

• Increased patient access to quality care closer to home/school, reducing travel time, costs and stress

• Provide a patient experience similar to an office visit, increasing patient satisfaction and convenience

• Delivers enhanced acoustics and magnified exam images directly to the provider

• Improved access to specialists and nurses throughout the three counties

RESULTS

“Cisco’s video collaboration tools make our patient-centric approach to health even stronger by supporting healthcare delivery anytime, anywhere.”

Roderick Bell II VP and CIO, Resolute Health

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=rnmETXWx_Vuj3M&tbnid=r_yBTQEfZxdJuM:&ved=0CAUQjRw&url=http://www.donyaeger.com/index.php/speaking/recommendations&ei=GY-lUbpzobOLAu3-gNAL&bvm=bv.47008514,d.cGE&psig=AFQjCNHeFCVMaFDbM377gWfbB-b2-YFO_w&ust=1369890948288734

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=VgKT4MyrVgheQM&tbnid=cKSY3zfJQnKcwM:&ved=0CAUQjRw&url=http://bfks.kintera.org/newbraunfels&ei=74-lUZTiL-GWiAKI6YHwAw&bvm=bv.47008514,d.cGE&psig=AFQjCNHhtb1KG14LNqr3PaeHoIbgjDIClg&ust=1369891176994420

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=VgKT4MyrVgheQM&tbnid=cKSY3zfJQnKcwM:&ved=0CAUQjRw&url=http://bfks.kintera.org/newbraunfels&ei=74-lUZTiL-GWiAKI6YHwAw&bvm=bv.47008514,d.cGE&psig=AFQjCNHhtb1KG14LNqr3PaeHoIbgjDIClg&ust=1369891176994420


AP

I IN

TE

GR

AT

ION

Cisco Applications: Collaboration Solutions

CISCO SERVICES




Apps

Cisco Apps


Apps







Collaboration

Platform Services


Industry Vertical Services


Collaboration Solutions

• 40 HCS partners signed (27 with

cloud certified offers in the market)

• 70+ HCS resellers

(extending the HCS ecosystem)

Hosted Collaboration Services

Hosted Collaboration as a Service

• Tiered service levels

• UC, UCC, IM, TelePresence,

Jabber, Video, WebEx

• 24x7, 99.99% SLA

• Engagement via SP/SI

http://www.teliasonera.com/en/

http://www.tp.pl/

http://www.cdw.com/

http://www.netelligent.com/Default.aspx


Cisco Services Strategy Cisco Business Strategy




Apps

Cisco Apps


Apps



Services And System Applications Platform Subscriber Services/Networked Services/


Infrastructure Platform Infrastructure Service Functions/Orchestration Functions /

Management Functions/Elementary Infra Functions Governance and Compliance Services

Integration Brokerage

$180B Installed Base

Smart Data Analytics and Actionable Insight

Support Automation: SNTC, PSS and SmartCare

Remote Management Services

Advanced Services by Architecture

Healthcare

Connected Energy

Sports and Entertainment

Collaboration

Safety and Security

Remote Expert

AP

I INT

EG

RA

TIO

N


Compelling Business Value Proposition for Partners

• Higher profitability from Software and Services offerings

• New revenue pipeline via Cisco solution alignment with customer business strategies

• Enduring customer relationships with sustained revenue streams

• Increasing relationship with with new buying centers

• Reduce risk for entering new business models

• Increased relevance for vertical offerings

• Flexible consumption models ensure broader end user reach

• Fast growing private/public cloud integration

• Participate in software-defined networking and data center

• Participate in Programmable Enterprise

• Enriched IT solutions portfolio backed by the Cisco brand

• Improve business value to end customer by providing integrated solutions

• Increase depth and breadth of partner expertise

Improved Economics Tap into Hyper Growth Opportunities

Development of New Capabilities Deeper and Broader Customer Relationships


Partner Enablement Program Will Have Enhanced Features to Support New Offers

DEVELOPMENT OF SALES TOOLS

Advanced technology infrastructure to

support partner sales and collaboration

with Cisco

TRAINING AND DEVELOPMENT

New talent mgmt. strategies, training and cert.

MARKETING ENABLEMENT

Marketing qualified leads, co-marketing content and assets, joint marketing opportunities

STRATEGY AND PLANNING SUPPORT

New sales strategies, account targeting and planning structures, coverage model, and selling focus

X-FUNCTIONAL COORDINATION

Tighter organizational linkages to drive Ease of Doing Business

MEASUREMENT AND REPORTING

New methods of reporting and enhanced metrics and measurement for new models

DEAL/PRE-SALES SUPPORT

Deal desk and closing support relevant to certified business models

PARTNER

ENABLEMENT

CERTIFICATION AND SPECIALIZATION BRANDING

Drive value of brand through customer marketing


Cisco Services Go-to-Market Strategy

• Cisco’s strategy continues to be Customer choice in Transformational Accounts (500 named accounts)

• If a T500 customer chooses CBR over PSS our strategy is to resell SNTC through the incumbent partner

• Outside the T500, if a customer already has CBR we want to maintain this situation – conversely, we are

not pursuing swapping PSS to CBR in these accounts

• However, we recognize that brand shift is occurring and that this causes margin issues for PSS incumbent

partners in these accounts

• Starting Q1 FY14 Cisco will award incremental rebates to partners when customer choice results in Brand

shift in the T500 accounts

• The incentive will take the form of rebates plus credits that can be applied against future purchases or

enablement programs such as CPS

Details Will Be Available at the Start of Q1 FY14


Connecting the Unconnected

99%

of the World is Still

Not Connected

High-Confidence Transport & Asset Tracking

Predictive Maintenance

Energy Saving Smart Grid

Improve Food & Water Supply/Quality

Enhanced Safety & Security

Enable New Knowledge

Improve Efficient Productivity

Smart Buildings

Smart City Smart Home

Healthcare/E-health


$180B

Installed Base

Industry

Services Applications

Services

Infrastructure

Services Platform

Services

MSPs

Consulting

Partners SIs

Industry

Vertical

Partners

ISVs Distis

Resellers

Cisco Services Software Value Ecosystem

What we do influences and our journey

Q&A


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