Increase Profitability and Optimise Market Transitions ... · Increase Profitability and Optimise...
Transcript of Increase Profitability and Optimise Market Transitions ... · Increase Profitability and Optimise...
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential ‹#›
Nick Earle
Increase Profitability and Optimise Market Transitions with Cisco Smart Services
SVP, WW Services Field Operations
5th June 2013
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2
What We Will Cover Today…
Cisco Services Strategy – the key role that Software and Analytics plays
Empowering you to embrace the opportunity
Progress so far • Infrastructure
• Platform
• Industry Verticals
• Collaboration
Q&A
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3
Cisco Business Strategy
Consulting,
Managed,
Advanced,
Platform Services
3rd Party Apps and Open Source
Ecosystem
IoT Solutions and Industry Apps
Ex: Connected
Energy / Connected
Industries / S+CC
Cisco Apps
UC / Collaboration
Business Process and Enterprise
Apps Ex: SAP HANA and ERP /
Oracle Database
Analytics + Management + Orchestration + Automation + Policy
Security Access Control / Content
Aware / Context Aware /
Threat Aware
Access
Wired / Mobile
Core N/W
Ent, Comm / SP
Unified DC
UCS / Nexux
Services And System Applications Platform Subscriber Services / Networked Services /
Service and Workflow Management / System Management
Infrastructure Platform Infrastructure Service Functions / Orchestration Functions /
Management Functions / Elementary Infra Functions
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Google’s Software Value Ecosystem ADVERTISING
SEARCH PICASSA MAPS
YOUTUBE
ANDROID PROFILES
GMAIL
LATITUDE
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$180B
Installed Base
Industry
Services Applications
Services
Infrastructure
Services Platform
Services
MSPs
Consulting
Partners SIs
Industry
Vertical
Partners
ISVs Distis
Resellers
Cisco Services Software Value Ecosystem
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All Cisco Services Are Smart
Automated Software-
Enabled Discovery
…which analyzes
Network
Diagnostic Data
…and correlates with
Cisco’s Deep
Knowledge Base
…to provide
Actionable Insight
CISCO DEEP KNOWLEDGE BASE
28 Years’ Networking Innovation
and Leadership
50 Million Installed Devices
6 Million Annual Customer
Interactions
90,000+ Technical Documents
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Basic Resell Partial Differentiation Full Differentiation
Network Optimization Service
Collaborative Professional Services
Collaborative Professional Services
Smart Net Total Care Smart Care Partner Support
Service
Smart Care Partner Support
Service
It’s All About Choice and Differentiation
Ready-to-Eat Pre-Mix From Ingredients
PROFESSIONAL
SERVICES
SUPPORT
SERVICES
MANAGED
SERVICES
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Infrastructure Smart Services A
PI
INT
EG
RA
TIO
N
Third-Party Apps and
Open Source Ecosystem
IoT Solutions and Industry
Apps
Cisco Apps
Business Process and Enterprise
Apps
Analytics + Management + Orchestration + Automation + Policy
Security Access Core N/W Unified DC
Services and System Applications Platform Subscriber Services/Networked Services/
Service and Workflow Management/System Management
Infrastructure Platform Infrastructure Service Functions/Orchestration Functions/
Management Functions/Elementary Infra Functions
CISCO SERVICES
$180B Installed Base
Smart Data Analytics
and Actionable Insight
Support Automation:
SNTC, PSS and SmartCare
Remote Management Services (RMS)
Advanced Services by Architecture
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9
DEVELOP AND DEPLOY SERVICES WITH FOUNDATIONAL AND SMART CAPABILITIES
Partner Support Service
Online Technical Resources Partner Access to Cisco TAC
Software Updates Advance Hardware
Replacement
IB Management Alert Reporting Device Diagnostics
Smart Interactions
Drive Incremental Services Revenue
Improve Operational Support Margins
Increase Customer Loyalty
Unified APIs
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Smart Acceleration Promotion
Market Development Fund New Rebate for Uncovered Product
• Cisco pays for Partners to accelerate
adoption of PSS at customer sites
• Examples include:
• Smart Bonding adoption
• Marketing help to create PSS offers
• Hiring engineers for API Integration
Runs for Six Months From Start of Q1 FY14
Contact Your PSDM for More Details
• Based on data from Smart IB discovery tool
• Incremental rebate for net new Services attach
• Available for SmartNet Total Care, SmartCare
and PSS offers
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The CIO’s Dilemma
Explosive Growth in Mobility
BYOD
Rapid Adoption of Cloud
CEO pressure to globalise and enable growth
SLASH COSTS
INNOVATE
RETAIN CONTROL
DO MORE WITH LESS
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CIO Spending Portfolio Over the Next 5 Years
Source: Gartner, Outsourcing Trends 2013: The Nexus of Forces
Will Accelerate Managed Services Sourcing Adoption – January 31st 2013
Increase the Value
Fund More Transformation
50%
30%
70%
2012 2017
Reduce the Cost
CIO Spending
Cost Structure to Run the Business
• Infrastructure Services
• Application Management
Grown and/or Transform Business
• New Business Models
• New Customers, Products or Services
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14
Range of Sourcing Relationships Cisco Services focuses on efficiency and management of elements and infrastructure
Scope of IT environment
Busin
ess g
oals
and o
utc
om
es
Efficiency
Operations
Smart Services
Out-Tasking
Remote Management Services
Out-Sourcing
Managed Operations Services
Management
Elements Infrastructure Steady State Running
Out-Tasking specific IT functions
transfer rather than the entire IT function
Out-Sourcing transfers the entire
IT process and outcome
Smart Services Monitors and understands the
usage, demands, and potential weak spots
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15
Platform Smart Services A
PI
INT
EG
RA
TIO
N
Third-Party Apps and
Open Source Ecosystem
IoT Solutions and Industry
Apps
Cisco Apps
Business Process and Enterprise
Apps
Analytics + Management + Orchestration + Automation + Policy
Security Access Core N/W Unified DC
Services and System Applications Platform Subscriber Services/Networked Services/
Service and Workflow Management/System Management
Infrastructure Platform Infrastructure Service Functions/Orchestration Functions/
Management Functions/Elementary Infra Functions
CISCO SERVICES
Infrastructure Services
Governance and Compliance Management Services
Integration Brokerage: ServiceGrid
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• TelePresence
• Tandberg
• Digital Media Systems
• HealthPresence
• 3rd Party H.323
• Unified Communications
• Unified Communications Applications
• Unified Contact Center
• Unified Computing
• DC Switching
• Storage
• Operating Systems
• Databases, Middleware & Apps
• Access Control
• Firewalls
• Intrusion Prevention
• VPN
• IronPort
• IOS Security
• Physical Security
• Edge Routing
• Core Routing
• Switching
• Wireless
• Mobility
Cisco Remote Management Services
Unified Comm.
Video
Configuration and Compliance Management
Security Foundation Data Center
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CMCS Partner Models
Consulting Focus Resale Focus Operate Focus
Compliance Management Consulting
• Industry Verticals
Healthcare
Financial services
Retail
• Horizontal
Commercial standards
Organizational efficiencies
Co-Delivered
• Using Cisco RMS delivery
Cisco-Branded Resale
White Label
• May or may not use Cisco RMS delivery
Ability to Segment Service Deliverables Allows for Tiered Offer Structure
MSP Combined With CMCS/CCS
MSSP Combined With CMCS/CCS
Run Internal NOC for Full Service Capability
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18
Customer Challenge
• Cisco for data,
Avaya for voice
• One managed
services solution for
data and voice
• Operational
outcome SLAs
Cisco Solution
• Cisco Operate and
Manage
• Over 200,000 phones,
90,000 foundation,
wireless and third-party
devices across
3000+ stores
• Dedicated
management platform
Impact on Customer
• SLA across voice
and data
• Fully integrated
experience—one
solution across
all outlets
• Single source
managed service
provider
Operate and Manage Win at Home Depot
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FTS
OBS
Orange
Mobile
ServiceGrid
Smart Bonding B2B: Ecosystem
PNOC RMS
NA
EMEA
APAC
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Cisco Smart Bonding B2B: Key Milestones
VCE Collaboration
Workflow Through
SolveDirect
Cisco Entitlement
Service APIs Integrated
Into ServiceGrid
ComputaCenter Is
First Smart Bonding
Partner via SolveDirect
Smart Bonding Aligned to
the “Smart Interactions”
Fifth Pillar in PSS
Cisco SORT (RMA) APIs
Released: ServiceGrid
Integration in Progress
ServiceGrid
Promotion
Cisco Acquires SolveDirect:
Smart Bonding Product
Management Team
Moves to IBTG
Q4FY13 Q4FY13 Q3FY13 Q3FY13 Q1FY12 Q4FY10 Q1FY09
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ServiceGrid Promotion
PSS Eligible Partners Resellers
• Smart Bond to Cisco
• Two years for the price of one
for first customer
• Two years for the price of one
for first customer
Contact your PSDM for further details
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Industry Vertical Solutions A
PI
INT
EG
RA
TIO
N
CISCO SERVICES
Healthcare
Connected Energy
Safety and Security
Sports and Entertainment
Remote Expert
Platform Services
Infrastructure Services
Third-Party Apps and
Open Source Ecosystem
IoT Solutions and Industry
Apps
Cisco Apps
Business Process and Enterprise
Apps
Analytics + Management + Orchestration + Automation + Policy
Security Access Core N/W Unified DC
Services and System Applications Platform Subscriber Services/Networked Services/
Service and Workflow Management/System Management
Infrastructure Platform Infrastructure Service Functions/Orchestration Functions/
Management Functions/Elementary Infra Functions
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24
HEALTHCARE CLOUD
Connected Health
Architectures HEALTHCARE SERVICE
EXCHANGE (SXP)
• Health Services Platform—Healthcare Cloud Applications (PaaS, IaaS focus for VNA, Health Insurance Exch, and ACOs)
CONNECTED HOSPITALS/PHARMA
• Connected Hospitals—Suite of healthcare reference architectures and Advisory and Architecture services
• Reference designs with key healthcare partners
• Resell of all Cisco H/W and S/W
• Business Consulting Services
• Solution design, integration & implementation services
• Process redesign and change management
• Application migration and customization
• Custom application development
• Add-on tools and systems from 3rd parties
• Day 2 support (including monitoring)
Partner Opportunities
HC COLLABORATION TOUCH POINTS
CLINICAL/ADMIN
• Cisco HealthPresence (All Cisco Video end points incl. C20, C40, EX90, via Jabber desktops, tablets, phones)
• Healthcare Collaboration Enabled Endpoints:
Any Video, Any Medical Device, Any HIS to transform delivery of healthcare
HOME HEALTHCARE
• Home TeleHealth Services and Home Managed Care Services via clinical partners
Borderless Networks
Collaboration
Virtualization
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25
• To provide high quality, specialty healthcare services to remote school districts, local businesses and county jails in Texas
CHALLENGE
• Cisco HealthPresence systems with medical devices attached to support remote nurse examinations
• Presidio developed, sold and provided PDI services
SOLUTION
Needs clean up
Presidio and Resolute Health
• Increased patient access to quality care closer to home/school, reducing travel time, costs and stress
• Provide a patient experience similar to an office visit, increasing patient satisfaction and convenience
• Delivers enhanced acoustics and magnified exam images directly to the provider
• Improved access to specialists and nurses throughout the three counties
RESULTS
“Cisco’s video collaboration tools make our patient-centric approach to health even stronger by supporting healthcare delivery anytime, anywhere.”
Roderick Bell II VP and CIO, Resolute Health
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26
AP
I IN
TE
GR
AT
ION
Cisco Applications: Collaboration Solutions
CISCO SERVICES
Third-Party Apps and
Open Source Ecosystem
IoT Solutions and Industry
Apps
Cisco Apps
Business Process and Enterprise
Apps
Analytics + Management + Orchestration + Automation + Policy
Security Access Core N/W Unified DC
Services and System Applications Platform Subscriber Services/Networked Services/
Service and Workflow Management/System Management
Infrastructure Platform Infrastructure Service Functions/Orchestration Functions/
Management Functions/Elementary Infra Functions
Collaboration
Platform Services
Infrastructure Services
Industry Vertical Services
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 27
Collaboration Solutions
• 40 HCS partners signed (27 with
cloud certified offers in the market)
• 70+ HCS resellers
(extending the HCS ecosystem)
Hosted Collaboration Services
Hosted Collaboration as a Service
• Tiered service levels
• UC, UCC, IM, TelePresence,
Jabber, Video, WebEx
• 24x7, 99.99% SLA
• Engagement via SP/SI
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 30
Cisco Services Strategy Cisco Business Strategy
Third-Party Apps and
Open Source Ecosystem
IoT Solutions and Industry
Apps
Cisco Apps
Business Process and Enterprise
Apps
Analytics + Management + Orchestration + Automation + Policy
Security Access Core N/W Unified DC
Services And System Applications Platform Subscriber Services/Networked Services/
Service and Workflow Management/System Management
Infrastructure Platform Infrastructure Service Functions/Orchestration Functions /
Management Functions/Elementary Infra Functions Governance and Compliance Services
Integration Brokerage
$180B Installed Base
Smart Data Analytics and Actionable Insight
Support Automation: SNTC, PSS and SmartCare
Remote Management Services
Advanced Services by Architecture
Healthcare
Connected Energy
Sports and Entertainment
Collaboration
Safety and Security
Remote Expert
AP
I INT
EG
RA
TIO
N
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential ‹#›
Empowering You to Embrace the Opportunity
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 32
Compelling Business Value Proposition for Partners
• Higher profitability from Software and Services offerings
• New revenue pipeline via Cisco solution alignment with customer business strategies
• Enduring customer relationships with sustained revenue streams
• Increasing relationship with with new buying centers
• Reduce risk for entering new business models
• Increased relevance for vertical offerings
• Flexible consumption models ensure broader end user reach
• Fast growing private/public cloud integration
• Participate in software-defined networking and data center
• Participate in Programmable Enterprise
• Enriched IT solutions portfolio backed by the Cisco brand
• Improve business value to end customer by providing integrated solutions
• Increase depth and breadth of partner expertise
Improved Economics Tap into Hyper Growth Opportunities
Development of New Capabilities Deeper and Broader Customer Relationships
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 33
Partner Enablement Program Will Have Enhanced Features to Support New Offers
DEVELOPMENT OF SALES TOOLS
Advanced technology infrastructure to
support partner sales and collaboration
with Cisco
TRAINING AND DEVELOPMENT
New talent mgmt. strategies, training and cert.
MARKETING ENABLEMENT
Marketing qualified leads, co-marketing content and assets, joint marketing opportunities
STRATEGY AND PLANNING SUPPORT
New sales strategies, account targeting and planning structures, coverage model, and selling focus
X-FUNCTIONAL COORDINATION
Tighter organizational linkages to drive Ease of Doing Business
MEASUREMENT AND REPORTING
New methods of reporting and enhanced metrics and measurement for new models
DEAL/PRE-SALES SUPPORT
Deal desk and closing support relevant to certified business models
PARTNER
ENABLEMENT
CERTIFICATION AND SPECIALIZATION BRANDING
Drive value of brand through customer marketing
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 34
Cisco Services Go-to-Market Strategy
• Cisco’s strategy continues to be Customer choice in Transformational Accounts (500 named accounts)
• If a T500 customer chooses CBR over PSS our strategy is to resell SNTC through the incumbent partner
• Outside the T500, if a customer already has CBR we want to maintain this situation – conversely, we are
not pursuing swapping PSS to CBR in these accounts
• However, we recognize that brand shift is occurring and that this causes margin issues for PSS incumbent
partners in these accounts
• Starting Q1 FY14 Cisco will award incremental rebates to partners when customer choice results in Brand
shift in the T500 accounts
• The incentive will take the form of rebates plus credits that can be applied against future purchases or
enablement programs such as CPS
Details Will Be Available at the Start of Q1 FY14
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 35
Connecting the Unconnected
99%
of the World is Still
Not Connected
High-Confidence Transport & Asset Tracking
Predictive Maintenance
Energy Saving Smart Grid
Improve Food & Water Supply/Quality
Enhanced Safety & Security
Enable New Knowledge
Improve Efficient Productivity
Smart Buildings
Smart City Smart Home
Healthcare/E-health
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 36
$180B
Installed Base
Industry
Services Applications
Services
Infrastructure
Services Platform
Services
MSPs
Consulting
Partners SIs
Industry
Vertical
Partners
ISVs Distis
Resellers
Cisco Services Software Value Ecosystem
What we do influences and our journey
Q&A
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 38
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