Cisco Proactive Support in a Reactive World Session 610
610 Presentation_ID NW99 1095_06F9_c2
© 1999, Cisco Systems, I...
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Cisco Proactive Support in a Reactive World Session 610
610 Presentation_ID NW99 1095_06F9_c2
© 1999, Cisco Systems, Inc.
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Flexible Support Foundations in the Age of Transformation
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Agenda Consumer
Transformation for
Enterprise IT Support Services
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Connected Internet Economy
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Connected Internet Economy
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Connected Internet Economy
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Connected Internet Economy
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© 1999, Cisco Systems, Inc.
The number of ‘net connections will exceed phone connections by the middle of the next decade. Source: Vinton Cerf 1998 Internet Society Meeting
The number of people with Internet access worldwide will quadruple by 2005. Source: Ovum Research Internet Market Forecasts: Global Internet Growth 1998-2005
If stranded alone on an island for a long time, most users would prefer an Internet connection over a TV or phone. Source: 1998 AOL/ Roper Starch Cyberstudy
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The Internet Transforms Everything
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Consumers Are Transformed
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Consumer World Virtual Campus Knowledge Community
Business Process Communication
Work
Learn Entertainment Shopping
Live and Play
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News Banking Communication 11
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Consumer Is In Charge Internet stealing Internet users TV viewers More voters get connecting election news longer from ’net Users pay for niche market content Online shopping takes toll on ISPs
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Online radio a growing medium Users want better ’net security
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Fastest Technology Adoption
4
Years to 50 Million Users 13 16 38
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Source: Morgan Stanley Technology Research 13
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Global PC Concentration Computers per 100 people United States Australia Canada Britain Netherlands Singapore Germany France Hong Kong Japan Italy Taiwan South Korea
35.6 27.8 25.5 20.1 20.0 19.2 18.3 17.6 16.2 16.0 14.8 11.3 10.0 Source: eStats
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Worldwide Internet Usage Top 15 Countries by Internet Usage United States Japan U.K. Germany Canada Australia France Sweden Italy Spain Netherlands Taiwan China Finland Norway 610 1095_06F9_c2
76.5 9.8 8.1 7.1 6.5 4.4 2.8 2.6 2.1 1.9 1.9 1.6 1.6 1.4 1.3 Source: Computer Industry Almanac, 1999 15
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Internet User Growth Worldwide versus United States Millions World 150 120
U.S.
90 60 30 0 1996
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1997
1998
1999
2000
2001
2002
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Challenges • Consumers are in charge • Demand products to suit needs • Want better service • Want quality, reliability • Want security, privacy • Want it faster, cheaper • Want it all - NOW! 610 1095_06F9_c2
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© 1999, Cisco Systems, Inc.
The Internet changes the rules of the business game. Source: Yogesh Malhotra PhD Knowledge Management for the New World of Business
If you’re not using the Internet today, you probably won’t be in business in the 21st century Source: Forrester Research Inc.
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By 2004, the overall ‘net economy will be pushing 5% of the world’s gross domestic product. Source: John Gantz, Senior VP IDC
Corporate internet spending is being driven by the ongoing quest to sustain competitive advantage. Source: IDC
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© 1999, Cisco Systems, Inc.
Enterprise Opportunities Opportunity to Transform Business Models (Virtual Enterprise)
Global Access to Customers (E-commerce)
Business Inefficiencies Removed
Entry of New Competitors
(Supply Chain Integration)
(Internet Ticketing)
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Enterprise Drivers Open Markets
Rate of Change
Complex Technological Changes 610 1095_06F9_c2
Global Competition
Quality Demand
Changing Customer Expectations 21
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Enterprise Business Case Cost of Ownership
Return on Investment/Assets
Core Competencies
Organizational Infrastructure
Resources
Quality of Service
Time to Market 610 1095_06F9_c2
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IT as Competitive Enabler 22
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Enterprise Transformation • Customer driven • Service enhanced • Mass customized
Dynamic Enterprise • Evolving • E-business community
Virtual Corporation • Extended • Tightly coupled
Value Creation
• Supplier driven • Mass produced
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Industrial Age Corporation • Vertical • Fully integrated
Physical Scarce
Resources
Knowledge Abundant
23
Enterprise Transformation Strategic Transformation Network economy integral to organization strategy
Business Transformation Online communities Content customization
Business Extension Extranets
Internet Exploitation Internets, intranets
Cost 610 1095_06F9_c2
Cost-effective
Source: Dataquest
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ROI
ROA 24
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IT capabilities of companies are becoming one of the indicators that stock analysts look at as they evaluate the potential of a company. Source: GartnerGroup As soon as the IT world gets a hammerlock on the Y2K problem, we’ll face another one: a wired market growing like a weed. Source: John Gantz, Senior VP, IDC 1998 Computerworld
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© 1999, Cisco Systems, Inc.
Internet traffic is already 1% of the world’s total voice and data traffic. By 2003, it will be almost 20%. Source: John Gantz, Senior VP, IDC 1998 Computerworld
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Technology Migration to Internet Mainframe Mini/WAN
Client/Server
Internet/Intranet
1960s–1970s
1970s–1980s
1980s–1990s
1990s–2000s
Operational
Departmental
CrossEnterprise
# Users
Small
Small
Moderate
Business-toBusiness and Consumer Consumers, all Workers
Adoption
10+ Years
7+ Years
5+ Years
3+ Years
Applications
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PC/LAN
27
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Network Technology Drivers Multimedia Networking Multiservice Integration
Mission-Critical Ready
Network Services
Internet Ubiquity
Scalability 610 1095_06F9_c2
Faster/ Cheaper
Ease of Use/ Operation
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Business Impact on IT Business Trends
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IT Impact
Organizational disaggregation
Hybrid IT management models
Core business competencies
Exploding use of external services
Can’t stand still
Unpredictability rules
Customer centricity
Broader application boundaries
IT as competitive enabler
IT business/technology skills needed 29
© 1999, Cisco Systems, Inc.
IT Transformation Support Integral to Business Success Go-to-market Strategy Consulting
Business Strategy Support Systems and Network Integration Solutions
IT Strategy Support Turnkey Solutions
Product Support Service Maintenance
Cost 610 1095_06F9_c2
Cost-effective
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ROI
ROA 30
15
CIO Top Ten 1999-2003 Technology
Management
Extranet, Intranet, Internet
Business/IT fusion
NT deployment/integration
Demonstrate business value
Pkgd application transitions
IT skills
E-Commerce infrastructure
Y2K cleanup/contingencies
Security
Sourcing management
Network infrastructure
IT governance
Data mining
Process/project mgmt.
Middleware/messaging
M&A IT integration
Distributed process mgmt
Knowledge management
Mobile/remote access/PDA
IT organization
610 Source: Gartner Group 1095_06F9_c2 © 1999, Cisco Systems, Inc.
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Connected Internet Economy
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The Business Value Proposition The Customer is the business The business of Enterprise is to gain competitive advantage The business of IT is to enable competitive advantage The business of Cisco Support is to enable your business success
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Doing Business in the Connected Economy What are the business opportunities? What strategy should be pursued? What support do we need? How do I grow my capabilities? 610 1095_06F9_c2
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Dynamic Support Model Applying Cisco methods, tools, knowledge to deliver innovative support solutions integral to business success
Business Value • Flexible support foundation • Cisco and Channel Partner consulting approach
Management
• Expertise and proactive support to enable efficiency, effectiveness
Applications
• Innovative business solutions to enable competitive advantage • Technical excellence to ensure best of breed strategies •Global consistency
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Infrastructure
Support
Enterprise IT
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Doing Business in the Connected Economy What are the business opportunities? What strategy should be pursued? What support do we need? How do I grow my capabilities? 610 1095_06F9_c2
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Business Solutions Drivers Build Plan
Enhance customer satisfaction
Product Cisco
Supplier
Money
Extend company productivity Spur profitable growth Reduce costs Increase marketshare Enable faster time to market Enable new opportunities
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© 1999, Cisco Systems, Inc.
Cisco Business Solutions Business Value
Build Plan
Shared Cisco expertise Product
Cisco Money
Supplier
Reference architectures based on proven success Internet core to reference design Cisco-enabled partner development and delivery
Share valued experience
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Solution integration-network to application 38
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Supply Chain Management Network Reference Architecture Cisco
Channel
Cisco Secure Internet & Extranet Solutions
Cisco Secure Internet & Extranet Solutions
Suppliers
Cisco Intranet & Back-end Data Connectivity Solutions
Service Providers
Manufacturers
Direct Customers 610 1095_06F9_c2
Backend Product Database Inventory Marketing
ERP
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© 1999, Cisco Systems, Inc.
Supply Chain Management Network Reference Architecture Cisco
Channel
Cisco Secure Internet & Extranet Solutions
Service Providers
Cisco Secure Internet & Extranet Solutions
Suppliers
Cisco Intranet & Back-end Data Connectivity Solutions Manufacturers
Direct Customers 610 1095_06F9_c2
ERP
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Backend Product Database Inventory Marketing 40
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Supply Chain Management Network Reference Architecture Cisco
Channel
Cisco Secure Internet & Extranet Solutions
Cisco Secure Internet & Extranet Solutions
Suppliers
Cisco Intranet & Back-end Data Connectivity Solutions
Service Providers
Manufacturers
Direct Customers 610 1095_06F9_c2
ERP
Backend Product Database Inventory Marketing 41
© 1999, Cisco Systems, Inc.
Supply Chain Management Results 55% of unit volume directly shipped without Cisco touch New product introduction time to volume accelerated by a quarter (annual contribution margins enhanced by $100 million) Lead times reduced from six to eight weeks to one to three weeks Engineering change notice time down from 25 days to 10 days Annual operating costs reduced by $75 million 610 1095_06F9_c2
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Financial Impact of IBS to Cisco Financial Contribution Customer Care • Headcount Avoidance • Software Distribution • Document Publishing
$75,000,000 $250,000,000 $40,000,000
Internet Commerce • Headcount Avoidance
$12,000,000
Supply Chain Management • Reduced Operating Cost • Increased Contribution
75,000,000 100,000,000
Employee Services • Online Hiring • Productivity Increase
$8,000,000 $4,000,000
TOTAL 610 1095_06F9_c2
$550,000,000 + 43
© 1999, Cisco Systems, Inc.
Enabling Internet Business Solutions Supply Chain Management
Internet Commerce
Customer Care
Quality of Service
Microsoft PeopleSoft ISV Partners
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Communication/ Collaboration
Workforce Optimization
DirectoryEnabled Networks
E&Y KPMG Consulting Partners
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Doing Business in the Connected Economy What are the business opportunities? What strategy should be pursued? What support do we need? How do I grow my capabilities? 610 1095_06F9_c2
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© 1999, Cisco Systems, Inc.
Strategic Consulting Drivers Being able to fit the pieces together Seamless integration across multiple vendors Assurance of success and quality Faster time to market Solutions that provide competitive advantage Resources to enable business strategies
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Cisco Strategic Consulting Business Value Seamless Cisco/partner enabled approach Adaptive consulting engagement Global consistency Broad portfolio of expertise Industry-unique knowledge & processes Experience delivering Cisco solutions
Matching resources to opportunities
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Innovative approaches to capture fast-moving opportunities 47
© 1999, Cisco Systems, Inc.
Strategic Consulting Coverage Cisco High Touch Professional Service Firms ISPs VARs System Integrators Network Integrators Telcos
Cisco Team
Global Integrators and alliances Two Tier Distributors
Expert coverage for total solutions
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• • • • • • • • • • • • • • • • • •
Monitoring Outsourcing Network Design Security Financing Verticals Asset Tracking Network Planning Provisioning Software Help Desk Auditing Bandwidth Project Management Network Management Integration Staging Education 48
24
Custom Professional Services Full Service Portfolio Market Strategy Consulting
Web / Bus. Application Solutions
Business Ops Planning Consulting Network Planning Network Design Network Services Design OSS/NMS Design POC/1st Office Testing Network Implementation/EF&I Network/System Integration Project Management
Monitoring/Surveillance Network Performance Assessment Augment/Outsource Training
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Cisco Enabled Network Solutions (CENS) Defined and Tested Methodologies
Training or Mentoring
Cisco’s Brand-name and Support 610 1095_06F9_c2
CENS Authorization
Knowledge Transfer © 1999, Cisco Systems, Inc.
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Partner Resources ISV partnering opportunities
Channel Partner Locator 610 1095_06F9_c2
Build Your Business Web Site
Turnkey marketing opportunities 51
© 1999, Cisco Systems, Inc.
Partner To Partner Locator Easily connect end users to Cisco Channel Partner community
Ability to hook into Cisco Lead Tracking system (Future)
Showcase successful partnerships
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Collaboration between partners and opportunities worldwide
Incorporate Quick and Advanced Search Migrate Current Locators into one locator
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Cisco Consultant Program • Resources to help consultants stay informed about current networking technologies and solutions • Key program components: Consultant Program Resource Kit Cisco News for Consultants e-mail Presales Pac Consultant Presales Helpline Consultant Web Site (www.cisco.com/consult) FaxBack Server 610 1095_06F9_c2
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Doing Business in the Connected Economy What are the business opportunities? What strategy should be pursued? What support do we need? How do I grow my capabilities? 610 1095_06F9_c2
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Proactive Support Drivers Adapt to new business requirements Enable fast, reliable, efficient solutions Empower and extend IT teams Anticipate network problems Facilitate knowledge transfer to increase productivity Assure high availability to maximize ROI 610 1095_06F9_c2
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© 1999, Cisco Systems, Inc.
Cisco Proactive Support Business Value Specialized support options Seamless escalation and service delivery integration Evolving systems to increase support efficiency Empowering self-solutions Continuous learning with each engagement
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Just-in-time software and knowledge delivery © 1999, Cisco Systems, Inc.
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Proactive Support Solutions Facilitate Customized Solutions High Availability Network Life Cycle Support
Guide
TAC Mentoring
Online Tools Online Tech Library Online Support Publications
Collaborate
Software Refresh
Tech Support
Knowledge Support Networking Products Marketplace Service Contract Center
Implementation Logistics Support Knowledge Communities Expert Forums
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© 1999, Cisco Systems, Inc.
Proactive Support Strategy Management Biz/IT Fusion
Financial Solutions
ROI
Centers of Excellence
Biz Process
Application Support Apps Security
Business Integration
Custom Solutions
User Support
Development Consulting
Network Svcs Design
Network Infrastructure Management Planning Design
Integration Implementation Security
Optimization
Performance
Operation
Support and Preventative Maintenance Logistics
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TAC
CCO
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Knowledge
Onsite service
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Proactive Support Coverage Internet Extranet Intranet
Supplier Service Provider Enterprise Consumers
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Enterprise Support Options Operational Knowledge transfer Implementation Intranet
High availability Global Financial Custom
Enterprise
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Network Utility – Value Proposition Highest Customer Value
Key Concepts BB UU SS II NN EE SS SS VV AA LL UU EE
•• Allocation Allocation of of resources resources to to areas areas of of greatest greatest business value business value •• Technology Technology guarantee guarantee “growth” “growth” in in backbone backbone •• Service Service level level agreements agreements -Guaranteed Guaranteed performance performance •• Constant Constant predictable predictable pricing pricing price price per per port port methodology methodology •• Cisco Cisco IOS IOS
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Network Services • Network Consulting • Network Design • Project Management • Installation • SW Support • Performance Analysis • Capacity Planning • Problem Management • Problem Determination/Isolation Maintenance Services
Lowest Customer Value
•• Flexibility Flexibility -- IP IP Services, Services, 10mb,100mb, 10mb,100mb, Giga, Giga, ATM ATM
Applications • Multicast • Web based Technology • Push • Peoplesoft Backbone • IBSG • 10 BaseT • 100 BaseT • Gigabit • ATM
CC UU SS TT O OM M EE RR M M AA NN AA G G EE DD
61
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NSA - High Availability Services Service Level Agreements
Program Program Manager Manager High High Availability Availability Team Team Availability Availability Management Management
Assurance
Guidance
NSA NSA Team Team NSA NSA Tools Tools Network Network Design Design Services Services 610 1095_06F9_c2
Availability Availability Monitoring Monitoring Services Services Network Network Stability Stability Audits Audits High High Availability Availability Assessments Assessments Network Network Verification Verification Services Services
IOS Net IOS Deployment Deployment Services Services Net Audits Audits Performance Performance Engineering Engineering Services Services Network Network Problem Problem Resolution Resolution
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NSA HAS
NSA Options
NSA
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Service Provider Support Options Services design Network design Deploy and integrate
Internet
Operate, administer, and maintain Optimize and update
Service Provider
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© 1999, Cisco Systems, Inc.
SP Life Cycle Support Solution
Requirements
Services Design
Prep & Implement
Architect Service for success definitions
Architecture Network advisory architectures
Knowledge Go-to-market transfer
strategies
Assess Network equipment requirements elements
Business IBSG
selection, Integration purchase activities
testing, staging Knowledge
Training Network
Mentoring
Jump Start
Solutions
Network Design
plans
Professional Services Operation
solutions Partners
integration Professional Services Expertise TAC
Site Sitepreparation
Monitoring High-
preparation Equipment prep.
Availability Staff augmentation
Installation Equipment services preparation, transfer
Pilot
Network NSA Verification Professional Services Expertise Total Implementation Solutions
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Operate, Admin, Maintain
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Technical Skills assistance
development
Hardware High availability programs replacement
Optimize & Update
Manage Upgrades changes
Network Introduce new scalability Cisco technology
New Knowledge technology transfer programs
SP-TAC Skills
Business IBSG planning
development Web tools
NSA
NSA
Cost TAC reduction
Professional Services
Professional Services CPN
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Transformation of Cisco Online Support Self-correcting Network 1999-
Online Technician 1994-1998
Electronic Toolbox 1991-1994
Online Library 610 1095_06F9_c2
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Customizable Service and Support
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Improved Organization and Navigation
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Support Challenges sn s n llls n
Customer
nn s l l ns l?
TAC
• Locating CCO content • Problem visualization • Problem diagnosis
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Increased Support Productivity
TAC Customer
TAC
• Track CCO activity • Attach activity to TAC case • TAC can push pertinent pages to customer 610 1095_06F9_c2
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© 1999, Cisco Systems, Inc.
Improved Interactivity Tools
X Customer
X TAC
• Track CCO activity • Attach activity to TAC case • TAC can push pertinent pages to customer • Two-way collaboration on CCO 610 1095_06F9_c2
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Network Information Collector
Customer
TAC
• Survey devices on your network • Encrypted transfer to TAC • TAC has your network information at their fingertips 610 1095_06F9_c2
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Cisco Self-Correcting Network
Customer
CCO
• Direct CCO to network interaction • CCO Solutions specific to your network
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Cisco Software Support Portal
Cisco SW Portal
Internet
Customer Software Library
• Automated delivery system for software • Customized to your needs • Proactive system (online loading dock) • Highly scalable and flexible 610 1095_06F9_c2
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Software Support Portal Benefits • Time savings of searching for and downloading software updates • Faster availability of new software updates • Lower cost of support • Eases software version control • Provides software inventory tracking 610 1095_06F9_c2
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Doing Business in the Connected Economy What are the business opportunities? What strategy should be pursued? What support do we need? How do I grow my capabilities? 610 1095_06F9_c2
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© 1999, Cisco Systems, Inc.
Knowledge Drivers IT skills shortage Changing technologies Limited resources Changing business goals/directions Knowledge as the new wealth Global Economy Goals Business Strategies Network Architecture Network Team Knowledge Base Build and refresh IT skills Enable proactive support Support technology growth Fast, scalable, cost-effective 610 1095_06F9_c2
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Cisco Knowledge Exchange Cisco expertise direct to you Proven, valuable practices Skills and expertise boost Minimize technology adoption risks Cost-effective, scalable, fast Cisco Knowledge as a Competitive Advantage 610 1095_06F9_c2
Enables your Cisco IT Knowledge Strategy Valuable knowledge communities
© 1999, Cisco Systems, Inc.
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Knowledge Solutions Guide Cisco Interactive Mentor Learning Store Cisco Publications On-Line Support Library
Collaborate Certification Networkers
Facilitate
Knowledge Community Webs
Cisco Academy
User Groups
Leader-led Learning Cisco Seminars Partner, Reseller Learning 610 1095_06F9_c2
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Cisco IT Knowledge Strategy Your Organization’s Learning Systems Refresh Reference
Biz Skills
IT Skills Boost
New Technology Hires Planning
Communities of Practice
Cisco and Partner Offerings Cisco Certification
Leader-Led Learning
Cisco Seminars
Networkers Cisco Academy Events
Knowledge Transfer Base CIM
610 1095_06F9_c2
Learning Knowledge Store Communities
User Groups
Cisco Pubs
Online Library
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© 1999, Cisco Systems, Inc.
Cisco IT Knowledge Transfer Cisco expertise integrated into your knowledge systems Cost-effective, scalable, fast IT skills boost Preventative support Build and refresh cycles Cisco Expertise
Job reference, new hires Technology planning Internal Knowledge Systems 610 1095_06F9_c2
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Cisco Interactive Mentor Knowledge Communities
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Positioned to Change with You • Develop Business Solutions to enable business advantage
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Positioned to Change with You • Develop Business Solutions to enable business advantage • Build Consulting relationship to provide total solutions through seamless, integrated, expertise
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Positioned to Change with You • Develop Business Solutions to enable business advantage • Build Consulting relationship to provide total solutions through seamless, integrated, expertise • Enhance Proactive Support to maintain and grow your infrastructure
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Positioned to Change with You • Develop Business Solutions to enable business advantage • Build Consulting relationship to provide total solutions through seamless, integrated, expertise • Enhance Proactive Support to maintain and grow your infrastructure • Grow Knowledge advantage to transfer the best of Cisco to you 610 1095_06F9_c2
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Positioned to Change with You
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Call To Action • Visit Product Showcase • Try out new CCO tools Customize your Service and Support page Watch for Cisco Network Information Collector
• Build your knowledge strategy CIM Demo CD Visit CIM Web Site Read IT Newsletter, Internet Journal
• Update your support services strategy with your Cisco representatives 610 1095_06F9_c2
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Future of the Connected Internet Economy • New tools and standards will greatly accelerate e-commerce • Proliferation of non-PC devices interactive TV, mobile and wearable devices • Content focused on Communities of Interest will be the most successful • Portals are the hot new growth opportunity • Wireless webs are coming 610 1095_06F9_c2
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Cisco Support Futures • Network-aware solutions • Channel profiler • Network utility • High availability services • Online technician • Interactive CCO • Software delivery portal • New knowledge transfer tools 610 1095_06F9_c2
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The Best of Your Support Ideas $$$$$ 610 1095_06F9_c2
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Please Complete Your Evaluation Form Session 610
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