© 2009 cisco systems, inc. all rights reserved.cisco confidential 1 managed services channel...
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© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 1
Managed ServicesChannel ProgramNext Generation
WW Channels
August 2010
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 2
Why Managed Services?
Global IT spending growth = 5.1% CAGRGlobal Manages services spending growth = 25% CAGR
Businesses
Environment
Cisco Partners
Managing Expenses; CapEx => OpEx Employee Productivity Customer Satisfaction Technology Leverage, Risk
Economy forcing alternatives Power requirements “X as a service” culture Virtual vs. in-person acceptance
Seeking New, high value, recurring revenue Innovative service delivery models Integrated “on-demand” services Accelerated time to value
ManagedServices
$68B>16% CAGR
(2013)
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 3
Market Landscape
“By 2013, Hosted UC will represent 30%+ of Cisco’s addressable UC market.”
“Major global telcos…leveraging formidable existing centralized computing and network management assets.”
“20% of companies will no longer run ICT equipmentin-house 3 years from now.”
…Changing Customer demands: In 2–5 years 40 % of business customers will buy ICT from the cloud.
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 4
Why Managed and Cloud Services
Managed/Cloud Services
$217B15% CAGR
(2014)*
Business Environment Cisco Partners
Power needs X as a service
culture Virtual vs. in-
person acceptance Social Networking
Generation
New, high value,
recurring revenue Innovative service
delivery models Integrated “on-
demand” services Accelerated time
to value
Economy ForcingAlternatives
Managing Seeking
Globalization CapEx vs. OpEx Technology risk User experience
* Forrester Research, Jan 2010: Cisco commissioned research on Global Managed Services Opportunity
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 5
What is Cloud?
PaaS
SaaS
IaaS
Source: Cisco IBSG
Cloud Computing (Public Cloud)
Anywhere, Anyone, Any Service
IT Resources and Services that are abstracted from the underlying infrastructure and provided “On Demand” and
“At Scale” in a multitenant and elastic environment
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 6
Consumption Models Evolve with TechnologyNew Rules. New Game
Next Generation Data CenterNext Generation Data Center
Cisco Customer Premise
Equipment
CPE-based Services
Hosted Collaboration
Solutions
IaaS(Compute,
Network, Storage)
SaaS
CPECPE
Managed & Cloud Services
DeliveryPlatform
ConsumptionModel Dedicated On-Demand
Managed ServicesClassic Resale
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 7
Technology sold to customer by partner
Maintenance Services may be included
Technology or XaaS sold or leased to customer by partner
Proactive Monitoring and Management from partner’s Network Operations Center (NOC) as outlined in Service
Level Agreement
Technology sold or leased to customer by partner
Long term contract including physical assets and human
resources
The Cisco Managed Services Channel Program is one of three offer types in Cisco’s Channel Partner Program.
Managed Services Channel Program
Tailored to reward partners who deliver Cisco technologies as a managed or cloud service.
Resale Managed Services Outsourcing
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 8
Certified staff and
processes
ProactiveSLA with the end customer
Tiered NOC requirements
Discounts
Managed Services Channel Program Framework
Rewards
Requirements
Branding
Financial RewardsEscalating Discounts, Rebates, Incentives
Marketing RewardsEnvision, Build, Market and Sell
Master logoCisco Powered logo
Audited at top two levels of the programWhite labeling opportunity across all levels
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 9
Information Technologies Delivered as a Cloud or Finished Solution, Managed Remotely by Highly Skilled Professionals from a Network Operation Center (NOC)
Managed Services Are Proactively Monitored and Providers Can Troubleshoot Incidents from the NOC, According to Defined Service Level Agreements (SLAs) Negotiated with End Users
Managed Services are often Offered on an Operating Expense Basis That Requires No Capital Outlay for the End User Customer
Qualifying MSCPtransactions must meet the following:
SLA with terms > than 12 months between partner and end user customer
SLA must define service obligations
Customer equipment must be proactively monitored from the partner’s NOC
Define Managed Services
How does Cisco define Managed Services?
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 10
Three levels with graduated benefits and requirements based on depth of capabilities:
ManagedServicesAdvancedManaged
ServicesExpress
I Eligible to apply for Cisco Powered Managed Services I
Cisco MSCP criteria based on major industry framework: Information Technology Infrastructure Library (ITIL®)
Cisco conducts independent third-party audits of partner NOC procedures and capabilities
Annual renewal
Program Structure
How is MSCP Structured?
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 11
All products covered by an end user SLA
Point of Sale Reporting
Direct Cisco Contract or valid ICPA
Subject ATP or Specialization required for any restricted products
Cisco-based MS offers = 2
SLA and references
ITIL¹ = 1
CCIE² = 2
Premium ITIL processes and defined SLA reports and metrics
Cisco-based MS offers = 2
SLA and references
ITIL¹ = 1
CCNP² = 2
Basic ITIL processes and defined SLA reports and metrics
Cisco-based MS offers = 1
SLA and references
ITIL¹ = 1
CCNA² = 2
Allow white label collaboration with Master or Advanced MSCP partner
NOC Audit
Levels
Express
Advanced
1 = an individual with an ITIL Foundation certificate (version 2.0 or later)
2 = highly recommended that one individual be certified in SP Operations
Program Requirements
What are the program requirements?
NOCRequirements
CertifiedPersonnel
CommonRequirements
ServiceOfferings
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 12
Graduated discounts by program level for products on the Global Price List**Restricted products still require corresponding qualifications
New Master Managed Services logo and Cisco Powered Managed Services
Get access to resources to help you envision, build, market, and sell your services
Connect with the members of the Managed Service Community
What are the Program Benefits?
Managed Services Community Branding and RecognitionProduct Discounts
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 13
Accelerate Your Managed Services Success
Target most profitable services Engage in strategic planning Quantify business impact and align with goals
EnvisionEnvision
Increase staff expertise and optimize network Reduce risks and costs Facilitate highest standard of service delivery
BuildBuild
Increase demand for services and expand market share Connect customers faster Accelerate time-to-revenue
Market & SellMarket & Sell
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 14
Managed/Cloud Services CommunityBenefits for Partners at Two Levels
Case studies *
Envision (Service Creation) resource kits
Business analysis tools
Best practice resources
Custom managed service market research
Market intelligence update
Marketing benchmarking studies
Partner Practice Builder NEW
Managed/Cloud Services Insight Group Subscription NEW
Cisco brands *
Co-branded press release *
Cisco Live Partner Pavilion *
Cisco Partner Summit NEW *
Partner Space
Sales and marketing toolkits
Vertical industry resources
Go to market DG plays NEW
Sales training
Educational webcast series
Campaign Builder NEW
Partner Marketing Central NEW
Online technology practice labs *
Networkers @ Cisco Live benefits *
CCIE support *
Service designation architectures
Technical whitepapers and best practices
Technical training courses 200+
Educational webcast series
Envision BuildMarket
andSell
ManagedServicesInsight
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 15
MSCP Benefits PortalConvenient access to all the tools you need
Find the benefits you need, delivered the way you need them
Go to: http://www.cisco.com/web/partners/pr11/mscp/benefits/index.htmlGo to: http://www.cisco.com/web/partners/pr11/mscp/benefits/index.html
Consolidated info available by business role: Business Owner, Product Manager, Network Engineer, etc.
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 16
Managed/Cloud Services Insight GroupThought Leadership on Managed/Cloud Services
Subscribers can include:
All Partner types: MSPs, VARs, SIs, Distis, etc.
All Individuals interested in hearing the latest on managed and cloud services
Thought Leadership Features: Market perspectives, trends, & analysis
Webcats, podcasts, white papers, and more
Requirement: Interest in Managed/Cloud Services
No cost
No special membership
No designations/certifications
Automatic subscription for: Cisco Powered Program/MS Community MembersMSCP Partners
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 17
Partner Practice BuilderBuild a customized action plan for your services
Build a customized action plan for your service.Build a customized action plan for your service.Evaluate and prepare all aspects of your business for services roll-out.
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 18
Global Coverage
MSCP grants certification rights globally for all countries registered in our Partner database
MSCP allows two types of Partner-to-Partner (P2P) collaboration:
Requires a legal business presence and signed ICPA in each region
Global Partner Network:
Extends your geographic reach to support multinational customers
White Label (WL)
Extends remote monitoring capabilities
How does MSCP address the global nature of Managed Services?
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 19
Yes: Deal Standard Authorizations (DSAs) Technology Migration Program (TMP) Opportunity Incentive Program (OIP) Solution Incentive Program (SIP) Trade In Accelerator (TAP) Special promotions & incentives as outlined in the
promo terms and conditions
No: Value Incentive Program (VIP)
Program Combinations
Can MSCP be combined with other Cisco programs?
Program combinations does not imply direct discount stacking. See program details for applicability of program combinations.
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 20
2. Partner accesses the Certification and Specialization Application (CSApp) website.
3. Partner completes online application and agrees to the program terms and conditions.
4. Certification Program Manager notified of partner application submission.
5. Certification Program Manager reviews application and responds to partner within 5 business days of submission.
6. Certification Program Manager authorizes audit. Partner information is sent to third-party auditing firm.
7. Auditing firm contacts partner and account team to schedule audit.
8. Onsite audit occurs.
9. Auditor provides audit summary including actionable items to partner within 24 hours of audit completion.
10. Auditor submits full audit report to Certification Program Manager within 5 business days of audit completion.
11. Auditor report is reviewed by Certification Program Manager within 20 days of receipt. Confirms actionable items have been completed.
12. After action items addressed (if applicable) Certification Program Manager sends approval notification to partner.
Assess
Apply
Audit
Approve
Partner Application Enrollment Process
1. Partner to work with account team to determine if MSCP fits their business model.
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© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 21
Contact your local CAM or AM for more information
Resources
Register as a Cisco channel partnerwww.cisco.com/go/partnerregistration
Explore MSCP documentationwww.cisco.com/go/mscp
MSCP Onboarding KitMSCP BenefitsMSCP At-a-GlancePrequalification WorksheetsProgram Questions & Answers (QA)Partner to Partner Collaboration At-
a-Glance Read the detailed audit requirements
and program policieswww.cisco.com/go/audit
Apply for MSCPwww.cisco.com/go/csapp
MSCP Host/Agentwww.cisco.com/go/hostagent
What resources are available?
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 22
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 23
Cisco Powered Services for Master and Advanced Managed Services Partners
MPLS VPN
TelePresence Network Connection
Internet Service
IP Trunking
Metro Ethernet
Unified Threat Management
Firewall
Intrusion Prevention/Detection
Payment Card Industry
First Mile Wireless
Application Performance Management
Data Center Interconnect
WAAS
Private Cloud (IaaS)
Business Comms.
HCS (UCaaS)
Unified Contact Center
TelePresence
Cisco Powered Managed ServicesReflects capabilities in a particular technologyCisco Powered Managed ServicesReflects capabilities in a particular technology
Managed Services Master Reflects greatest depth of partner expertise
Managed Services Master Reflects greatest depth of partner expertise
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 24
Host BenefitsOwn customer relationship Deliver in remote location without incremental investmentManage end-to-end deal globally
Agent BenefitsIncremental revenue opportunityLeverage existing local processProvide proven capability at destination
Mutual BenefitsMaximize customer opportunityFaster adoption of new technologyGlobal deal deployment
Managed Services Channel Program
Global Partner Network (Host-Agent)
Extend Your Global Footprint
Collaborate with other qualified Cisco partners to support customers in remote locations.
Managed Services Host requirements:
Managed Services-Master approved partner, including audited NOC
Select qualified Agent(s) to deliver your solution in remote locations
Negotiate terms and conditions with Customer and Agent
Manage the entire transaction
Managed Services Agent requirements:
Premier resale certified, or above, in the landed country
Specializations and/or ATPs to purchase restricted access products in landed country
Signed agent terms and conditions
If Cisco Services are attached, agent is required to use Cisco Branded Resale Services unless agent is a Service Alliance Partner or if Next Business Day delivery is unavailable.
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 25
NOC Delivery ModelWith Partner to Partner Managed Service
White Label Producer will be responsible for Service Activation, Incident, Problem, Change, and Configuration Management, Customer Engineer
White Label Marketer will provide Customer Relationship Management and Operational support
Relationship Management during Activation, Customer Management, Regular Stewardship, Account Management
Monitoring
Incident resolution
Problem Management
Patch Management
Elective Changes
Application Scripting
Customer
CRMOperational and Business issues
Technical issuesvia platform
Stewardship andEscalations
Partner White Label Producer
CE
CE
© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 26
Producer BenefitsScaleIncremental revenue from distributed sales force
Marketer BenefitsExtend capabilities to address customer needsOwn customer relationship
Mutual BenefitsMaximize customer opportunityFaster adoption of new technologyGlobal deal deployment
Managed Services Channel Program
Partner Collaboration White Labeling
Extend Your Capabilities
The Producer - develops and delivers a managed service, is responsible for the NOC management, monitoring and trouble resolution of the service.
The Marketer - re-brands and sells the service as if its their own, is responsible for managing all aspects of the customer relationship (CRM) as defined by the end user contract and Service Level agreement (SLA)
White Label Marketers at the Managed Services-Express level must:
Have a NOC, or contract NOC services with a qualified provider
Provide all customer relationship management
Have 2 full time CCNA's
Have 1 full time ITIL® Foundation trained employee
Have at least one Cisco-based service offering
Have a Cisco White Label Addendum and a contract with the Producer
White Label Producers must:
Be an approved Managed Services-Advanced or -Master partner
Have a Cisco White Label Addendum and a contract with the Marketer