Planning an Internal Teleworker Service | GSF 2012 | Session 1-3

Cisco IT – Planning an Internal Teleworker Service

March 2012

Jerry Applegate, Cisco IT Service Manager, Network Services

Jerry Applegate, Cisco IT Service Manager, Network Services

� Business Drivers / Context

� Planning Considerations / Our Approach

� Deployment History

� Q&A

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3

Virtual Worker

� Provide a robust business continuity capability

� Address security concerns of remote working

� Enforce security policy Multiple Business

Requirements -One Solution-

Virtual Workplace

Resilient &Secure Virtual Workplace

� Improve work/life balance� Enhance collaboration

for remote and mobile employees

� Acquire / retain talent from all geographies

Workforce Benefits

Reduce Carbon Footprint

Cost Avoidance & Optimization

� ‘Go Green’ - reduce commuting, reduce pollution

� Decrease cost of commuting for workers

� Eliminate dedicated line costs / use local ISP

� Reduce/avoid real estate costs� Rapid small office rollouts� Centralized Support & Service

Mgt


Cloud Hybrid

Hybrid Teleworker

Advanced Teleworker

Teleworker Basic Teleworker Essentials Teleworker Premium User Requirements:

� Secure connectivity across multiple devices

User Requirements:

� Persistent connectivity� Ease of use�Collaboration enabler

User Requirements:

� Failsafe connectivity�Voice/Video� Dedicated endpoints

IT Department Care about:

Security | Ease Of Deployment | Centralized Management | Consistent Policy Enforcement | Cost

MobileTeleworkerEx: Day Extender Ex: Occasional or Regular

Home Based WorkerEx: Contact Center


�Strategy / Overall Approach• Will you target job families?• Will you focus on specific locations first,

then fan out?• How will you recognize success?

• Who will drive your program?• Time for a demographic workforce review?• Will telework replace or complement current

practices?

• Learn from pilots (if you have time…)


�Scope/Scale – Global? Expandable?• Expandable, decentralized architecture• Compliance with international regulation

adds complexity• Regulatory and Import restrictions - build

into the request process• Initial rollout and eventual footprint

• Will you limit access to certain network resources/applications?


�Business Continuity• Major design/cost impact• Factor into your infrastructure• Potential for significant benefits for

DR/BC and over all resiliency

• BC ranges from resilient to full-failover


�Policies: Wide Range of Important Considerations• Entitlement / approval process• Use cases (full/part time/occasional)

• Guidelines for defining a home office• What constitutes a teleworker package?

• Who pays for what? • Chargeback model?• Terms of service

• Emergency response


�Collaboration Tools!• Can make/break a teleworker program

�Support Model• In-house, outsourced or some of each?• Helpdesk/Frontline

• Level 2 – Resolves majority of cases• Level 3 – Escalations, difficult cases• Remote support access via Mgt Tunnel,

no house calls!


�Service Life Cycle• Build an on-line request system

• Track client info, request> approval> implementation (self service?)

• Set the stage for charge-backs and recordkeeping, reporting

• Capture additional data such as ISP and sub-services

• Policy/ToS signoff

• Automated service termination


�Self-Service Implementation Model• Menu style service selection• Client performs set up with assistance when

required• Account maintenance / Performance

optimization

�Hardware Fulfillment• Standards: (saves support $) and client

frustration• Who is the point of contact for delivery issues• Central distribution center / kit model


• Bandwidth Speed and Quality Requirements for CVO Services Published

• Recommended Set up

• Wireless and Voice Troubleshooting

• Video Set-Up

• UPS/Surge protection

• How to obtain support

• Reinforced by automated messaging

• Q&A Via Email

Links to our web site provided via automated email during key stages

of the process

Client Info

Topics on this Page:Minimum BandwidthSetting Up Your RouterTesting the ISP ConnectionLoss of Wireless Signal StrengthBest Voice QualityCisco Unified Video AdvantageRouter On When TroubleshootingUPS Requirements in India


Client Menu of Services

CVO Basic

CVO Wireless

CVO Voice

CVO Video

VPN AnywhereMonthly Total

$25

$0

$0

$0

$15

$xx

Service Ordering Tool

CVO Basic

CVO Wireless

CVO Voice

CVO Video

�

�

�

�

Account Requests

VPN Anywhere


• After the initial growth in the US, growth rate in EU and Emerging Markets is higher


• International standards and regulations add complex ity to a global deployment


• Tend to be customer facing job families


Increasing Range of new Voice/Video Platforms, High-Def and Feature Rich (Cius, Desktop Tele-presence, etc)

ISPs: Faster/Better/Cheaper, more premium services – key area to watch, possible cooperative services

More platforms/offerings as use-cases become more granular

Telework will be the norm as we in IT catch up to the workforce

Virtualization will advance beyond what we can imagine today

Thank you.


TelepresenceTelepresence

Video PhonesVideo Phones

Use Case Requirements for End User Collaboration

IP PhonesIP Phones

Mobile Teleworker Hybrid Teleworker Advanced Telework er

Dedicated Collaboration Endpoint




Real-time voice and video communications




Single device to work, meet, and collaborate

Single device to work, meet, and collaborate

Multi-party video conferencing

Multi-party video conferencing



Lifelike, face-to-face video collaboration

Lifelike, face-to-face video collaboration


Customer Value:

•Users need redundant connectivity to support business goals

•Users need smooth video and high-performance voice

•Functionality is prioritized over cost

Why Customers Like it:

•Full office experience (data, voice, video)

•Security feature set for policy and compliance

•Always-on Connection

•Enables high-bandwidth services

Key Features:

•Full IP Phone, wireless, data and video services over encrypted VPN

•Fail-safe, redundant connectivity with dedicated collaboration endpoints

•Centrally managed wired/wireless router for the highest-performance and collaboration experience


Common security & policy across multiple deployment scenarios

An extension of your existing Enterprise Network

Voice | Video |Apps | Data | TelePresence

InternetCellular/Wi-FiAnyConnect Secure

Mobility on iPhone, iPad, or CiusCost at Endpoint: $Productivity: *

AnyConnect Secure Mobility on LaptopCost at Endpoint: $$Productivity: ***

OfficeExtend Solution and a LaptopCost at Endpoint: $$Productivity: *** Cisco Virtual Office

Cost at Endpoint: $$$Productivity: ****

Cisco Virtual Office with Cisco TelePresenceCost at Endpoint: $$$$Productivity: *****


• Telecommuting infrastructure is not a response to business interruption, it is a proactive strategy

• Outline the scope of a credible event – who and how many?

• What services are critical – e.g. can you live without video?

• Develop a demographic profile of your work force.

• Distill your BC requirements and define your priorities

• Design – Plan capacity to support BC requirements

• Network Capacity – Your ISP connectivity may be the bottleneck - Your networking team will be a key player


• Redundancy and Failover – The service becomes mission critical, make it resilient

• Consider Two Services/Two Level Approach

•CVO for critical job functions (as defined by the business, not IT)

•Software VPN for all others

• Make the organization aware of what you have to offer and that they are responsible for using it in their continuity plans

• ISP: Consider negotiating discounts for business class service, you will benefit by having a well connected workforce.


• Policies (HR/Legal/Safety)

• Regulatory/International

• Funding/ISP Expense, Other Home Office Components

• Standards and Enforcement of Standards

• Approval Process

• Support/Training, Service Levels

• Product Availability & Distribution Logistics

• Service Termination Process

All Policies Are Published on Cisco’s Internal Website

Client Sign-Off Required

Remote Access Policies


• Expectations - Bidirectional

• Managerial Style Issues: Shift from attendance to performance as the assessment criteria

• Guidelines for Face/Face interaction and occasional travel

• Collaboration tools and related training must match your telework capabilities

• Video can add a degree of social interaction that while hard to define, is significant.

Best Practices and HR Support for Teleworking are Critical

Management Guidelines


User Experience and ProductivityConsistent User Experience From the Office to the Home

Cost SavingsCorporate Phone With 8-Digit Dial, Avoid PSTN and Mobile Costs, Travel/Commute Time

Services24x5 Support, Voice Services, Video Services, Seamless Wireless Experience

ManagementZero-Touch Provisioning for CVO and IPT, Central Policy and Audit Management Using CSM and CE

Network Integrationand SecurityDMVPN, PKI, QoS, Cisco IOS®, IDS, Authentication

WirelessWireless

VPN Head-End Router

Cisco 8XX Router

Broadband Internet

Corporate Network

IP Phone

Data

Voice

Video

Encrypted VPN Tunnel


Sydney 600

Tokyo 600

San Jose 8,000

Amsterdam 6,000

Singapore 600

Boxborough 4,000

RTP 8,000

Hong Kong 600Richardson

6,000

Tel Aviv 600

26,000 concurrent connections

7,200 concurrent connections 18,400 concurrent

connections

Bangalore 8,000

Shanghai 8,000

Johannesburg 2,000

CVO51,200 total connection capacity

Planning an Internal Teleworker Service | GSF 2012 | Session 1-3

Technology

Transcript of Planning an Internal Teleworker Service | GSF 2012 | Session 1-3