Chris Heckscher - Cisco · Management Operational Support Plan Performance Management Exception...
Transcript of Chris Heckscher - Cisco · Management Operational Support Plan Performance Management Exception...
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialTrans_IT_May08 1Cisco Confidential
Chris Heckscher
Managing Director, Advanced Services
Asia Pacific
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 2
AgendaAgenda
Setting the ContextSetting the ContextSetting the Context
Why Cisco Advanced Services?Why Cisco Advanced Services?Why Cisco Advanced Services?
Our Value PropositionOur Value PropositionOur Value Proposition
Customer Success StoriesCustomer Success StoriesCustomer Success Stories
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 3
AgendaAgenda
Why Cisco Advanced Services?Why Cisco Advanced Services?Why Cisco Advanced Services?
Our Value PropositionOur Value PropositionOur Value Proposition
Customer Success StoriesCustomer Success StoriesCustomer Success Stories
Setting the ContextSetting the ContextSetting the Context
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 4
Cisco Service Provider Vision
Connecting Customers with Services, Services with Networks,
and Networks with Each Other
VPNs Internet Voice & Video
TransportContent Mobility
Consumer EnterpriseSP
Wholesale
IP Next-Generation Network
Small/Medium Business
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Service Provider ConcernsWhat Are Our Customers Asking ?
Help us identify new services to grow revenue
How do we deploy the solution & roll-out services, quickly
How do we migrate & integrate your solution
Minimize our risk and ensure predictable outcome
Are my people ready to operate & manage this “new technology”
Can you help maximize performance & lower my operating cost
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SP Operational Challenges
What is visible …Services
IPTV/Video Text Messaging
VoIP VPNInternet Mobile Apps
CapacityManagement
Operational Support Plan
PerformanceManagement
ExceptionManagement
EscalationManagement
Service Levels
TroubleshootingProcesses
Staffing
Fault Management
Real Time Monitoring
ChangeManagement
Availability Management
Software Management
Remote Sparing
Surveillance
… unseen vital elements.. Relate to People Process & Tools
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Phase I: Foundation
Phase II: Quality
Phase III: Excellence
Operations
Infrastructure
Operations
Uncoordinated Standardised Integrated Virtualised Automated
Reactive Chaotic Proactive Service OrientedPredictive
44
Network Assurance
11
Infrastructure & Support Baseline
55
Service Awareness
66
Service Modularity
22 Process Optimisation
33Network Availability
88
Service AssuranceService
Predictability
77
Every SP Situation is UniqueDepending on Their Maturity
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 8
AgendaAgenda
Our Value PropositionOur Value PropositionOur Value Proposition
Customer Success StoriesCustomer Success StoriesCustomer Success Stories
Why Cisco Advanced Services?Why Cisco Advanced Services?Why Cisco Advanced Services?
Setting the ContextSetting the ContextSetting the Context
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 9
PeopleSkills/Expertise
CertificationKnowledge Transfer
PeopleSkills/Expertise
CertificationKnowledge Transfer
ProcessMethods & ProceduresChange Management
Operational Best Practices
ProcessMethods & ProceduresChange Management
Operational Best Practices
Plu
s
ToolsCapture Intellectual Capital
Repetitive & consistent deliverablesOperational/Management Tools
ToolsCapture Intellectual Capital
Repetitive & consistent deliverablesOperational/Management Tools
Cisco As Your PartnerDelivering A Complete Solution
Consumer
Enterprise
SP Wholesale
IP Next-Generation Network
Small/Medium
Business
Technology Cisco Services+
PartnersComplementary SolutionsResource Augmentation
Certification
PartnersComplementary SolutionsResource Augmentation
Certification
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 10
Cisco Services
MISSION
Accelerate customer success with Cisco technology through innovative services and world-class people, partners, processes and tools
� 9000+ employees worldwide
� US$ 7.8 billion annual revenues
� Global delivery capabilities
� Delivery with Partners
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Advisory Services
Build and Operate Services
System / Network Integration
Optimization Services
Network Readiness
Technical Support
Cisco Services Portfolio
BusinessObjective
IP NGNArchitecture
OptimizePlan Implement OperateDesignPrepare
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Our Value PropositionOur Value PropositionOur Value Proposition
AgendaAgenda
Why Cisco Services?Why Cisco Services?Why Cisco Services?
Customer Success StoriesCustomer Success StoriesCustomer Success Stories
Setting the ContextSetting the ContextSetting the Context
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 13
Cisco Service AdvantageFocused on IP-Enabled Transformation
IP NGN Technology
Prepare
Implement
Design
Optimize
Operate
Plan
� Largest collection of certified IP experts (2400+)
� Breadth and depth of IP NGN experience
� Lead in patents and standards contribution
� In-theatre presence
People
� 30M annual investment in tools
� IP NGN experience centers
� Proactive IP NGN operations center
Tools/Platform
� Methods and procedures
� Validated designs
� Knowledge transfer
� Best practice
� Escalation mechanism
Process
� Specialized and globally scalable
� Shared methodology and practice
� Comprehensive agreement with SLAs
� Certification programs
Partners
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Cisco Services Value Proposition & Assurance Model
Accelerating TTM, Mitigating Risk, Delivering Predictability Maximizing Availability, Performance and Operational Efficiencies
Services Framework
S L A
Testing &
Validation
Advisory
Services
Dep
loym
ent/
Sys
tem
s In
tegr
atio
n
Oper
atio
ns &
Optim
izat
ion
GovernancePMO
New Deployments
Migration/Integration
Operations
Assurance-Based Offer
SPEngagement
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 15
Cisco Services CapabilitiesStrategic Investment
SP Tools/ Platform
IP NGN Experience
Center
Delivery/Engagement
Model
SP Practice/Integration
SP Globalization
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Global IP NGN Experience Center Customer Solution Testing & Validation
� IP NGN lab in all regions
- Europe, RTP, APAC
- 60,000sqft space, appx $100M investment
- ISO Compliant Equipped
- Equipped with all Major Cisco Platform & tools
� Comprehensive solution testing & validation
- Proof of concept/Lab Trial
- Design Validation
- Interoperability & Integration
- 3rd part Certification
- Software/ Service Assurance Testing
� Joint Validation Value:
- Time-to-Market/Adoption
- Assurance
- Lower cost
IPNGNLabs
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Assurance Based Services FrameworkFlexibility To Address Customer Specific Needs
Advisory
Audits & Assessments
Customer Solution Testing
& Validation
NetworkOptimization
Services
BasicTech Support
Focus TechSupport
ProgramManagement
Key Elements Tailored ForSpecific Outcome
Performance
Capacity
Availability
Engmnt
Model
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Assurance Based FrameworkTailored To Address Customer Specific KPIs
Foundation Quality Excellence
M = Milestone
� Customer-centric framework
� Benchmarking
� Underpinned by KPIs
� Each milestone backed by defined deliverables
Infrastructure & Support Baseline
Support ProcessOptimisation
NetworkAvailability
NetworkAssurance
ServiceAwareness
ServiceOptimisation
ServicePredictability
ServiceAssurance
Core vs ContextStrategic Off-Load
Core vs ContextInitial Off-Load
Core vs ContextSelective Off-Load
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Customer Success StoriesCustomer Success StoriesCustomer Success Stories
AgendaAgenda
Why Cisco Services?Why Cisco Services?Why Cisco Services?
Our Value PropositionOur Value PropositionOur Value Proposition
Setting the ContextSetting the ContextSetting the Context
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 20
� Achieved near zero CFD
� Increase predictability - Reduced overall cycle times by 25%
� No liquidated damages to date
� Quality award for overall delivery excellence vis-a-vis NELA performance
� Low-level design & Conformance testing
-Solution validation
-testing specific FOA
-Interoperability & Integration
-3rd party certification
� Dedicated lab to mirror the Customer environment
� Joint certification & Customer interlock
ResultsCisco Solution
� NGN Biz Case Dependency on Meeting aggressive TTA Goals
� Multi-vendor environment, complex interaction and aggressive schedules.
� Impact quality experience
Challenge
Accelerating TTA For NGN Build OutSolution Validation & Interoperability Testing
Major UKSP
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� Network Availability achieved 99.999%
� Reduced Operational cost
� Improved Network profitability
� Additional Cisco product and service opportunities
� End-to-end solution deployment and program management of the whole
� Definition of the overall architecture and design
� Thorough lab testing of the end-to-end solution
� Design, integration and testing of the OSS
Assurance Based Operational SupportIncrease Network and Service Availability
ResultsAccomplishments
Major USWireline Service
Provider
� Legacy hardware, lack of redundancy impacting network performance and availability
� Network Availability at 99.90%
� KPI management lacking
Challenge
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Cisco solution and impact
• Cisco will build and integrate YTLE's WiMAX core
network - which includes IP CORE, Operating
Support Systems, Billing Systems, Proactive Network Operating Center (PNOC), and
Interoperability Testing labs
• Program manage the System Integration of multi-vendor IP and WiMAX components to a master
schedule for faster deployment
• Program manage the multi-vendor interoperability
lab at YTLE premises to fully test new services
before launching on the production network
Cisco solution and impact
• Cisco will build and integrate YTLE's WiMAX core
network - which includes IP CORE, Operating
Support Systems, Billing Systems, Proactive Network Operating Center (PNOC), and
Interoperability Testing labs
• Program manage the System Integration of multi-vendor IP and WiMAX components to a master
schedule for faster deployment
• Program manage the multi-vendor interoperability
lab at YTLE premises to fully test new services
before launching on the production network
Business challenge
• YTLE goal is to provide mobile internet
services across Malaysia using their
2.3GHz WiMAX license.
• Quickly operationalise and launch
innovative services for mobile voice, data,
and video accessed by WiMAX capable
phones and computers
• Rapid deployment of End-to-End network
Business challenge
• YTLE goal is to provide mobile internet
services across Malaysia using their
2.3GHz WiMAX license.
• Quickly operationalise and launch
innovative services for mobile voice, data,
and video accessed by WiMAX capable
phones and computers
• Rapid deployment of End-to-End network
YTLE Enters a Strategic Collaboration with Cisco to Launch WiMAX Core Network in Malaysia
"We have chosen Cisco because of its proven expertise and leadership globally in IP CORE network technology and experience in setting up
PNOC. We need a technology partner that can enable a fast and efficient WiMAX core network establishment. Cisco has proven it with their
innovative and leading-edge IP technology solutions"
Tan Sri (Dr) Francis YeohExecutive Chairman & Managing Director, YTL e-Solutions Berhad
Press Release 27 Nov 2008
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 23
Cisco Advanced ServicesSharing Our Experience
Focus� This is a Journey we need to take together
� Delivering Predictability &Improving KPIs through constant improvement
� Proven PM processes
� Industry best practices
� Interlock
� Proactive Support deliverables
� KPI tracking/reporting
� Rapid issue resolution
Processes
People Tools� Deep expertise
� Strength in IP and Cisco
� Joint Partnership/Collabaration with customer
� Customer representational model
� Cisco Intellectual capital
� Automation
� Leading edge technology
Cisco Confidential
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