cisco smart services
DESCRIPTION
TRANSCRIPT
Nick Gould Business Development Manager. Smart & Operate Services
October 10th, 2012
• Mobility Globally mobile data will increase 39 times from 2009 to 2014
• Cloud and Virtualization More than 25% of software likely purchased on a hosted basis over the next 5 years
• Video Within three years, 91% of all consumer internet traffic will be video
Today, 50% of all Cisco IT network traffic is video
Devices Connected to the Network,
ONE TRILLION There Will Be
up from 35 BILLION in 2010
2013
Cisco IBSG
Rising Expectations
Consumers/staff want the
same personalized, on-demand
treatment they are used to in their
personal lives
37% of U.S. information workers use non-IT supported technologies at work
Market Velocity and Volatility
New competitors, new business
models, accelerated business
processes, etc.
There has been a 30% decrease in
manufacturing product development times,
from 18-months to 12-months
Financial Pressures
Innovation Everywhere
Innovation can come from
anywhere, anyone, and at anytime
Greater than 50% of new product innovation come from customers, suppliers and partners at P&G, up from 15% in 2000
Less than 2% of 2500 global companies analyzed
by AT Kearney showed positive value growth from
2004 to 2009
New market expectations are
creating conflicting growth-expense
management objectives
Improve Operational Efficiency
Increase network utilization, streamline operations, and extract more value?
Increase Customer Satisfaction
Proactively prevent issues from degrading business operations
and provide reliable access to applications?
Speed Time to Value Increase return on my existing and new IT investments?
How Do I…
Grow My Business Capture new business opportunities and align IT investments to business strategy?
Reduce Risk Ensure business continuity, regulatory compliance and security?
Cisco Public 7 © 2011 Cisco and/or its affiliates. All rights reserved.
25 years’ networking innovation
and leadership
50 million installed devices
6 million annual customer interactions
90,000+ technical documents
CISCO DEEP KNOWLEDGE BASE
Services that have Automated Software-enabled Capabilities
…which collect Network Diagnostic Data
…which is analyzed and compared to Cisco’s Deep Knowledge Base
…to provide Actionable Insight
Smart Service Capabilities at the core of our Portfolio
• Improve performance, availability, resiliency
• Increase efficiency and reduce costs
• Mitigate risk
Intelligent Collection Capture data at the device, network,
operation and application level
CUSTOMER PARTNER
Partner Expertise Combine actionable insight and advice with Partner value-add
Intellectual Capital
Data Analysis
Automated Insight
Smart Services Capabilities
Correlate and analyze data against Cisco intellectual capital
CISCO
So many
products and
contracts – it’s
hard to manage
them all
With so many
alerts - it’s hard
to find the ones
that apply to me
Entitlement
issues take too
long to resolve
Life cycle
planning data is
too hard to find
and use
Network failures
occur without
warning
Are my Cisco
products covered
with the right
contracts?
Smart Net Total Care (SNTC)
• Contract is with Customer & Cisco
• Can be sold via Partner
• Deployment is responsibility of Cisco
• Customer has full access to all data
• Can be managed by a Partner
Smart Care (SC)
• Contract is with Customer & Cisco Partner
• Can only be bought from a Cisco Partner
• Deployment is responsibility of Cisco Partner
• Partner has access to data and shares with Customer as required
Software Support Innovative system and application software
and IT-related support that helps maximizes
your technology investment
Cisco.com Increases your self-sufficiency and
productivity with registered access to
online tools and resources
Advance Hardware
Replacement Flexible and responsive hardware replacement
support that helps maximize your operational
reliability
Cisco TAC Supplements your
in-house staff with access to highly-trained
network and application software engineers,
and R&D engineers
Proactive device diagnostics and alerts, that deliver …….
• Improved risk management
• Rapid problem resolution
• Reduced operating costs
• Accurately validates your Cisco installed base
Ongoing collection of Cisco device information
Correlation and validation against Cisco IC
• Detailed inventory reports and analysis via intuitive web portal
Visibility that critical Cisco products are covered with desired service level
Aggregated report for “collected contract view” of IB
Summary reports
Delta reports for MACD
Contract dates, EoX
• Contract consolidation
Reduces the number of contracts to manage
• Alerts and notifications are correlated against your Cisco installed base
Product Security Incident Response Team (PSIRT)
Software & hardware alerts
Field notice alerts
You see only relevant alerts
• Alerts are displayed in the portal
Ability to manage alerts, and find all details
• Enabled devices deliver 24x7 proactive diagnostics and alerts
• Can automatically generate Cisco service requests, and streamline interaction with TAC
• Alerts, diagnostics, and recommended remediation available in the Smart Call Home portal
Speaker Name Speaker Title
Technical Assistance
(TAC)
Online Technical Resources
Advance Hardware
Replacement
Software Updates
Foundational Technical
Services Capabilities SMARTnet
Smart
Capabilities Installed Base &
Contract Management Alerts
Device
Diagnostics
SNTC / SC
Personalized Security
Alerts IntelliShield
Operational Management
& Reporting TSOM
Standard SLA’s
Optional additional
Smart Services
SLA’s
Proactive device diagnostics and alerts, that deliver …….
• Improved risk management
Identifies critical Cisco devices and coverage within your network
Highlights uncovered devices, speeds TAC entitlement
• Rapid problem resolution
Service processes, resources, and accurate, up-to-date information are in place to minimize down time
Proactive diagnostics and alerts
Access to comprehensive, award-winning technical services
• Reduced operating costs
Comprehensive, flexible reporting help manage large, complex networks
Contract consolidation minimizes the number of contracts
More easily manage your Cisco installed base and service contracts
Cisco Public © 2011 Cisco and/or its affiliates. All rights reserved. 21
Smart Care demonstration Ilksen Ural