Enabling Cisco’s Advanced Service Deliverables Through ... Conference 2010... · Enabling...

© 2009 Cisco Systems, Inc. All rights reserved.APQC KM Conference 1

Gary BorellaSr. Manager Intellectual Capital Management

Enabling Cisco’s Advanced Service Deliverables Through Knowledge

© 2010 Cisco and/or its affiliates. All rights reserved. 2APQC KM Conference

Purpose and AgendaEnabling Cisco’s Advanced Service Deliverables Through Knowledge

Agenda Cisco Services / Advanced Services Overview

History of Knowledge Management

Driving Knowledge Creation

Metric to demonstrate Impact

Challenges

Innovation

Q & A

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Phase 1 New Product Pitch Template

Overview

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4APQC KM Conference

Cisco Systems

Founded in 1984

NASDAQ: CSCO

Market Cap: $129B

Q2 FY10 Revenue: $9.8B

Q2 FY10 Employee Count: 65,874, 150 Counties, 450 Offices


What Are Cisco Services

A comprehensive family of IT services offered by Cisco and our partners to help you continually meet the needs of your business

Technical ServicesAdvanced ServicesRemote

Management

Services


Advanced Services

Prepare Plan Implement OptimizeOperateDesign

Advanced Services

Remote

Management

Services

Technical

Services

Services that help you plan, design, engineer and optimize network solutions to enable and accelerate your business success


Advanced Services Deliverables

Business

Solution

Architecture

Planning

Business and

Technology

Strategy

Alignment

Technology

Readiness

Assessments

Business Value Justification

Network Architectural Planning

Ongoing

Network

Performance

Tuning

Operational

Readiness

Assessment

Network

Change Support

Software

Analysis and

Support

Networking

Staff and

Technology

Education

Advanced

Technology

Strategy Support

Foundation

Technology

System Design

Advanced

Technology

Planning and

Design

Network

Migration

Planning

and Support

Advanced

Network

Security

Strategy

Machine Consumable Knowledge

Network Remediation Reports

Configuration Best Practice

Syslog Analysis

Feature Analysis

End of life

Migration

Network Audits

Human Consumable Knowledge

Deliverable Documents

Leading Practices

Low-High Level Designs

Network Ready for Use

Training Collateral

White Papers




KM History


Capture

Cisco KM History

Filter

Human &Machine

Knowledge

Deliver

IC

Store

Apply

Rules Based IC“Remediation Reports”

Late2002

Cisco Knowledge Connection

“Manage Content”

Early2004

Early2008

AutomatedIC Creation“Social, BI, Network”

Now2010

Collaborative IC Creation

“Amazon Effect”


Why we do KM

Enable Employees to find the right Knowledge, right now

Sharepoint

Livelink

PAWS

CCEWP

EDCS

iStore

ENT

Documentum

Promote Knowledge creation, collaboration and reuse

To increase ProductivityGovernance and Compliance

Differentiation in

the Market Place

$$$




Driving Creation

© 2009 Cisco Systems, Inc. All rights reserved. 12APQC KM Conference

Virtual Teams

Net Tool Efforts

Technical Guidance

Misc. ProjectEfforts

RBIC Efforts

Training Efforts

CBIC Efforts

SponsorManager

Lead

Lead

Leads

Lead

Lead

Lead

Extended Team Members

Theater Lead

Lead


Virtual Team Charter

Knowledge Capture, Share and Re-use

VT IC: Leading Practices, Rules, White papers, guides

AS Delivery Support

Delivery tracker Case support, Eng on call

Innovation and Tools input (net tools VT)

Network Profiler, RAT, Audits, Future capabilities

Collaboration and learning

Sharing ideas, Project collaboration, TOI/Learning , External point of contact: BU, TAC, Sales

Career Development

Develop technical carrier Provide Leadership opportunities,, member recognition.


Virtual Team Operational Summary

Operations Summary

Q1 & 2 Successes Q3 & 4 Focus Areas

Collateral/Intellectual Capital

(Group Encrypted Transport) GetVPN leading Practice Creation:

12 Firewall related LP & Tech Tip documents, all created by VT membership

2 CVDs - DMZ Firewall design and Campus Security

Rules - 37 Security Rules Created

30% y/y increase in hourly contributions

Leading Practice & Collateral

Q3-Q4 Campus/Data Center Security Leading Practice.

FY2010 NetFlow for Security design/implementation

Ironport design/implementation

NAC Radius

Field Enablement

4x Firewall Brownbag training sessions

3x VT firewall Design Training sessions

7 DMVPN Training Sessions

7 GET VPN Training Sessions

Field Enablement:

Targeted training based upon field needs.

–GETVPN, DMVPN, Firewall

Focus field on LP and Wiki collateral

Platform Readiness ASR 1000, ASA5580




Metrics


Participation / Impact Metrics


Challenges


Challenge: Silo Efforts in Capture, Share and Reuse

Service 1 Service 4Service 3Service 2

Innovation

© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 20

Tools & Delivery Platforms

Portals

Single Capture

Learning

Rules & Consuming Apps

Knowledge Nuggets

Customer & PartnerDocuments

Multiple Uses

•Re-use across PPDIOO•Collaborative Improvement

MultipleUses


Knowledge Management - Key Points

Increase Collaboration

Leverage collaboration to drive common goals

Leverage Cloud Tagging (makes recurrent theme content easier to find)

Explore federated or common IC storage, federated or common search

Mine IC from multiple sources (wikis, tools, emails, etc.)

Leverage your company’s IC for your core business

Transform IC to enable new business (such as human to consumable transformation)


AS Services Powered by the Human Network

Knowledge Ecosystem


Q & A

Enabling Cisco’s Advanced Service Deliverables Through ... Conference 2010... · Enabling...

Documents

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