for Cisco IP Communications€¦ · Cisco IP Communications Installations ... Develop and Present...

1© 2002, Cisco Systems, Inc. All rights reserved.

Services and Supportfor Cisco IP Communications


Agenda

Customer Focus Culture

IP Communications Challenges

The Cisco Service Blueprint

Cisco Service Value

Cisco Service Portfolio

222


Customer Focus

“The top priority ofCisco is helping

our customers succeed.Customer satisfactionis the heart and soul

of our company.”John ChambersPresident and CEO

“The top priority ofCisco is helping

our customers succeed.Customer satisfactionis the heart and soul

of our company.”John ChambersPresident and CEO


Customer Satisfaction Ratings

3.00

3.50

4.00

4.50

5.00

1993 1994 1995 1996 1997 1998 1999 2000 2001Source: Independent research studyMeasured on a scale of 0 to 5

3.58 3.96 3.98 4.01 4.06 4.12 4.22 4.33 4.49


Accelerate customer success with Ciscothrough innovative Services and world-classpeople, partners, process, and tools.

Customer Advocacy Mission



Agenda




Cisco Service Value


666



• All applications are business-critical

• Minimize complexity

• Return on investment

• Rapid deployment

• Integration and migration strategies

• Lack of resources and expertise

• End-user acceptance


Something to Consider

• How can you determine if your currentnetwork is ready for convergence?

• How will you navigate the change fromyour current network to a single IPinfrastructure?

• What specific hardware, software, andinfrastructure changes do you need fornetwork convergence?

• What kind of experience, tools, andmethodologies are necessaryto take advantage of convergedtechnologies?

• How will your staff learnto manage the convergedIP network?

• How will this new technology impactmy employees?



How Do Cisco Services for IPCommunications Benefit You?

Cisco Customer Advocacy and ourpartners have deployed some of thelargest and most complex IPcommunications systems

—Which means weunderstand how to integrate an IP

communications solution in a customer networkinfrastructure to help customers more quickly

realize business results and gain a competitive advantage


Cisco IP Communications InstallationsWorldwide

Our customers think so:• Over One Million Cisco IP phones

• Over 8 Million inline power ports shipped

• Over 8 Million Voice Gateway Ports Shipped

• 5,000+ Organizations using Cisco IPCommunications worldwide

• Results: 43% Y/Y growth in FY’02, 44% Q/Qgrowth in Q4’02

Cisco thinks so too:• 34,000 Cisco employees using IP telephony

worldwide—over 130 PBXs replaced globally

• All Cisco contact centers are now migrated toIPCC

And Cisco is the recognized industry leader:• IP Telephony Market leader…

54% market share

(Q1 ’02, Synergy Res.)

Our customers think so:• Over One Million Cisco IP phones

•• Over 8 Million inline power ports shippedOver 8 Million inline power ports shipped

• Over 8 Million Voice Gateway Ports Shipped

• 5,000+ Organizations using Cisco IPCommunications worldwide

• Results: 43% Y/Y growth in FY’02, 44% Q/Qgrowth in Q4’02

Cisco thinks so too:• 34,000 Cisco employees using IP telephony

worldwide—over 130 PBXs replaced globally

• All Cisco contact centers are now migrated toIPCC

And Cisco is the recognized industry leader:• IP Telephony Market leader…

54% market share

(Q1 ’02, Synergy Res.)


Agenda




Cisco Service Value


111111


Would You Build a BuildingWithout a Blueprint?


Cisco Blueprint for Success

Steps toSuccess

ManagedServices

SpecializedPartners

ProvenMethods andProcedures

Service Blueprint

CiscoCase

Studies

CiscoPortfolio



Cisco Internal IP TelephonyDeployment

Fundamental Lessons Learned• Treat IP telephony not just as a phone

replacement but as another verticalapplication that fits into your overallIT strategy

• Create a cross functionalimplementation team that consists ofIT, business units, service andsupport, Cisco Specialized Partners,and resources to fill skillset gaps

• Focus on what is behind thedeployment—time to market, ROI,business impact and end-users



Steps to Success Blueprint:Presales to Procurement

• Service Offering

Specialized Partners

Cisco Technology ApplicationSupport bundles



Cisco Technology ApplicationSupport bundles

“Build and retain a strong vision to ensure that everyone is workingtoward a common goal” – Cisco IP Telephony (IPT) Case Study

“Build and retain a strong vision to ensure that everyone is workingtoward a common goal” – Cisco IP Telephony (IPT) Case Study

1. Needs Assessment1. Needs Assessment

2. Client Interview2. Client Interview3. Technology Review

4. Site Review

6. RFI

7. Define Business Requirements7. Define Business Requirements

8. Define Technical Requirements8. Define Technical Requirements

5. Budget Review

9. Produce and Distribute RFP

10. Vendors Respond

11. Analysis of RFP Technical Responses

12. Compare Tech./Fin./Software Issues

13. Agreement—Prof. Services

14. Agreement Operation Support14. Agreement Operation Support

15. Final Contract

16. Award PO151515© 2002, Cisco Systems, Inc. All rights reserved.Presentation_ID


Breaking Down the Steps to Success:Planning and Design



Cisco TechnologyApplication Supportbundles



Cisco TechnologyApplication Supportbundles

161616© 2002, Cisco Systems, Inc. All rights reserved.Presentation_ID

1. Review of Business Requirements1. Review of Business Requirements

2. Review Technical Requirements2. Review Technical Requirements3. Inventory of Existing Infrastructure

4. Audit Existing Traffic Vol./Patterns

5. Model/Assess Potential Traffic Volume/Patterns

6. Develop Primary/Alternate Designs6. Develop Primary/Alternate Designs7. Model Proposed Network

8. Gap Analysis of Existing/Proposed System

9. Trade-Off Analysis of Primary/Alternate Designs

10. Test Feasibility of Primary/Alternate Designs

11. Develop and Present Proposal

12. Final Agreement12. Final Agreement13. Proceed to Implementation

“Understanding your user requirements are as important astechnical expertise” —Cisco IPT Case Study

“Understanding your user requirements are as important astechnical expertise” —Cisco IPT Case Study


Breaking Down the Steps to Success:Installation, Implementation, Integration



Cisco Total ImplementationSolution

Cisco TechnologyApplication Support bundles

Web-based user training



Cisco Total ImplementationSolution

Cisco TechnologyApplication Support bundles

Web-based user training

“A crawl, walk, run phased migration ensures that you do it right the first time. Planthe plan for a smooth migration with fewer bumps and surprises” – Cisco IPT Case Study“A crawl, walk, run phased migration ensures that you do it right the first time. Plan

the plan for a smooth migration with fewer bumps and surprises” – Cisco IPT Case Study

1. Design Review/Project Plan1. Design Review/Project Plan

2. Site Surveys2. Site Surveys3. Complete Floor Plan

4. Install, Configure, Test Router/ICS 7750

6. Integration/Testing w/Legacy S/W/H/W6. Integration/Testing w/Legacy S/W/H/W7. Configuration of E-911/PSAP

8. Placement of IP Phone/Install Softphones/Personal Asst.

5. Gateway/MCS/OS/CM/IP/IVR/Unity/ICS 7750

9. Load, Configure 3rd Party Software

10. Load, Configure Test Management Agents

11. Load, Configure System/Network Mgmt.

12. Integ. Network Security System

13. System Test/Cutover13. System Test/Cutover14. End-User Phone Training14. End-User Phone Training

15. First Day—Monitor

16. System, Resolve Problems171717© 2002, Cisco Systems, Inc. All rights reserved.Presentation_ID


Breaking Down the Steps to Success:Operation and Optimization

• Service offering

Remote networkoperations service

Cisco SMARTnet

Cisco Software ApplicationSupport plus Upgrades(SASU) Training

• Service offering

Remote networkoperations service

Cisco SMARTnet

Cisco Software ApplicationSupport plus Upgrades(SASU) Training

“Telephony, server management, and LAN and WAN IT teams must convergeand work more closely as any change they make to the network independently

now affects them all” – Cisco IPT Case Study

“Telephony, server management, and LAN and WAN IT teams must convergeand work more closely as any change they make to the network independently

now affects them all” – Cisco IPT Case Study

1. Administration/Backup of System1. Administration/Backup of System2. Accept Orders for MACs

3. Perform MACs 3. Perform MACs

5. Cost Account/Bill for MACs

6. Asset Management Database Maintenance6. Asset Management Database Maintenance7. Monitor Health and Performance of System/Respond7. Monitor Health and Performance of System/Respond

4. Ensure Completion of MACs

8. Identify, Isolate, Resolve Problems8. Identify, Isolate, Resolve Problems9. Track troubles to Resolution9. Track troubles to Resolution

10. Cost Account for Resolution

11. Proactive Capacity Management

12. Routine Maintenance12. Routine Maintenance13. Tactical Plan/Admin. Of QOS

14. Same for Dial-Plans

15. Same for E 9-1-1

181818© 2002, Cisco Systems, Inc. All rights reserved.Presentation_ID


Agenda




Cisco Services Value


191919


Cisco Services Value Proposition

202020

Through UniqueThrough Unique

PromisePromise

© 2002, Cisco Systems, Inc. All rights reserved.

OfferingOffering

DifferentiatorsDifferentiators

PromisePromise

Cisco ServicesCisco Services

ProcessProcessToolsTools

PeoplePeople

Accelerate CustomerSuccess

Accelerate CustomerSuccess

PartnerPartner


Cisco ServicesSustainable Differentiators

People:• Depth of experienced-based networking knowledge

• Cisco certifications (2,400+ CCIEs)

• Customer success culture

People:• Depth of experienced-based networking knowledge

• Cisco certifications (2,400+ CCIEs)

• Customer success culture

Process:• Customer-driven support processes

• Leading approaches for high network availability

• Customer engagement processes

Process:• Customer-driven support processes

• Leading approaches for high network availability

• Customer engagement processes

Tools:• Automated, proactive tools for collaboration

• Cisco performance management tools

• Interoperability provided via global labs

Tools:• Automated, proactive tools for collaboration

• Cisco performance management tools

• Interoperability provided via global labs

Partners:• Technology and Services Specialized programs

• Rigorous training and measurement

• Global reach and application expertise

Partners:• Technology and Services Specialized programs

• Rigorous training and measurement

• Global reach and application expertise


People

IP TelephonyIP TelephonySP PacketTelephonySP PacketTelephony

ContentNetworking

ContentNetworking SecuritySecurityEnhanced IPEnhanced IP

• Voicetechnologiessupportincluding VoIP,VoATM, andVoFR

• Industryexperiencewith SS7

• IP signalingprotocolsMGCP, H.323,and SIP

• Voicetechnologiessupportincluding VoIP,VoATM, andVoFR

• Industryexperiencewith SS7

• IP signalingprotocolsMGCP, H.323,and SIP

• Developedstandards forhighavailability inIP telephony

• E911 systemarchitect formajor city

• 4 patentspending

• Author IPtelephonysolutions guide

• Developedstandards forhighavailability inIP telephony

• E911 systemarchitect formajor city


• Author IPtelephonysolutions guide

• 2 patents

• Layer 4–7switchingsoftwareengineeringexperience

• White papers onCDN andsecurity

• 2 patents

• Layer 4–7switchingsoftwareengineeringexperience

• White papers onCDN andsecurity

• Reported inFortunemagazine andNetworkComputing

• Briefed NationalSecurityCouncil

• Holds topsecretclearance

• Co authorCSEC SecurityEncyclopedia

• Reported inFortunemagazine andNetworkComputing

• Briefed NationalSecurityCouncil

• Holds topsecretclearance

• Co authorCSEC SecurityEncyclopedia

• Chief architectfor first MPLS/VoIP network


• 6 books

• Keycontributorto RFCstandards

• Chief architectfor first MPLS/VoIP network


• 6 books

• Keycontributorto RFCstandards


People: Industry Leading TechnicalSupport

* internal + outsource partners

• 2,000 Technical SupportProfessionals

• 1,600+ Support Engineers*(400 CCIEs) on 24x7

• 630+ depots and 10,000 FieldEngineers in 120 countries*

• 85,000+ assisted cases /month

• 321,000 Customer issuesresolved/month

• 98% Material availability

• 92% orders submitted online,55% “no touch”

• 60% change orders submittedonline


Examples of Customer ChoiceExamples of Customer Choice

One-StopMulti-VendorApplication

Support

One-StopMulti-VendorApplication

Support ManagedServicesManagedServices

SpecificApplicationExpertise

SpecificApplicationExpertise

RegionalCapabilityRegionalCapability

BrandPreference

BrandPreference

Partners Provide Value-Based Choice


Partners: Cisco Specialized Ecosystem

Cisco Partners

• Technology leadership

• Global technology practices

• Solutions frameworks

• Best-in-class methods andprocedures

• Service delivery assurance

• Global partner care andadvocacy

• Knowledge transfer andmentoring

• Technology leadership

• Global technology practices

• Solutions frameworks

• Best-in-class methods andprocedures

• Service delivery assurance

• Global partner care andadvocacy

• Knowledge transfer andmentoring

• Technology specializations

• Service specialization

• Global reach

• Backed by Cisco technology,intellectual property, andprocesses

• High customer satisfactionmetrics

• Multi vendor support

• Project management

• Applications support

• Business process support

• Technology specializations

• Service specialization

• Global reach

• Backed by Cisco technology,intellectual property, andprocesses

• High customer satisfactionmetrics

• Multi vendor support

• Project management

• Applications support

• Business process support


Cisco Intellectual Property

Best PracticesBest Practices ToolsTools

DevelopmentDevelopment KnowledgeBase

KnowledgeBase

TrainingTraining TAC AccessTAC Access

Partners: Cisco IPTelephony Service Partners

Pre Sales andProcurementPre Sales andProcurement

OptimizationOptimization

OperationOperation

Planning andDesign

Planning andDesign

ImplementationImplementation



Providesconsistent,scalableengineeringsupportthroughoutthe networklife cycle

Providesconsistent,scalableengineeringsupportthroughoutthe networklife cycle

Infrastructure Assessments

Design Guides & Reviews

Site Surveys

Technical Skills Requirements

Operational Readiness Guides

Installation and Configuration Guide

Dial Plan Optimization Guide

Network Ready for Use Guide

Network Troubleshooting Guide

Upgrade Guides

Process: Leading Practices

Knowledge Repository of Leading PracticesKnowledge Repository of Leading Practices


NetworkAnalysis,

Audits,Assessments

Virtual TeamEngagement

AutomatedSystems

• Globally integrated virtual labs

• Risk analysis tools

• Industry-leading CRM and casemanagement tools

• Bug navigator and alert system

• Network collection andanalysis tools

• Network audit reports

• Sophisticated tools to track andmanage deliverables

• Industry leading partner tools

• Suite of Cisco managementapplications that supportCisco-based IP communications andIP communications applications

• Open ecosystem for creative tooldevelopers

Ecosystem

Partners

Tools: Investment in Tools


Agenda




Cisco Service Value


292929


Cisco Services Portfolio

TechnicalSupport Services

TechnicalSupport Services

AdvancedServices

AdvancedServices

AdvisoryServices

Accelerate Customer SuccessAccelerate Customer Success

Network VirtualOrganization

InvestmentOptimization

InvestmentProtection

Application

Network

Device


Network and Application Services

Network-LevelServices

Network-LevelServices

• Cisco Technology ApplicationSupport

• Partner Remote NetworkOperations Services

• End-user and administrationtraining

• Partner PDI services

• Cisco Total ImplementationSolutions

• Cisco SMARTnet Onsite• Cisco Software Application

Support

Device-LevelServices

Device-LevelServices


IP Communications Systems:Basic and Advanced

Advanced> 200 Phones> 200 Phones

Multiple SitesMultiple Sites

Unified MessagingUnified Messaging

Legacy PBXInteroperability Installation

Legacy PBXInteroperability Installation

VoicemailNew InstallationNew Installation

< 200 Phones< 200 PhonesSingle-SiteSingle-SiteVoicemail Only

New InstallationNew Installation

Basic


PDI ServicesEnsure Deployment Success

• Technology Specialized Partner services

• Cisco Technology Application Support PDIbundle

• Cisco Total Implementation Solution

• Service Specialized Partners services

• Cisco Technology Application Support PDI bundle

• Cisco Technology Application Support PDIO bundle

Basic SystemsBasic Systems

Advanced SystemsAdvanced Systems


PDI Services Ensure DeploymentSuccess: Basic Systems

SpecializedPartners

SpecializedPartners

Technology Specialized Partners—proven experienceand capabilities; design, implement, and supportcomplete IP telephony solution; training, expertise,and resources to successfully deliver systems withhigh customer satisfaction

Technology Specialized Partners—proven experienceand capabilities; design, implement, and supportcomplete IP telephony solution; training, expertise,and resources to successfully deliver systems withhigh customer satisfaction

CiscoTIS

CiscoTIS

Cisco Total Implementation Solution (TIS)—upgradeand implementation services for Cisco CallManagerand Media Convergence Server with fixed packagedpricing

Cisco Total Implementation Solution (TIS)—upgradeand implementation services for Cisco CallManagerand Media Convergence Server with fixed packagedpricing

PDIBundle

PDIBundle

Cisco Technology Application Support PDIBundle—essential, proactive, consultative supportproviding successful planning, design, andimplementation leading practices


PDI Services Ensure DeploymentSuccess: Advanced Systems

Service Specialized Partners—formal professional servicespartners; proven experience and capabilities; design,implement, support complete IP telephony solutionscomprise network components, applications, servers, andbusiness applications; training, expertise, and resources;with high customer satisfaction

Service Specialized Partners—formal professional servicespartners; proven experience and capabilities; design,implement, support complete IP telephony solutionscomprise network components, applications, servers, andbusiness applications; training, expertise, and resources;with high customer satisfaction

SpecializedPartners

SpecializedPartners

SpecializedPartners

SpecializedPartners

PDIBundle

Cisco Technology Application Support PDIBundle—essential, proactive, consultative supportproviding successful planning, design, andimplementation leading practices

TechnologyApplication

Support

Cisco Technology Application Support PDIObundle—ongoing Cisco consultative expertise foroptimizing the planning, design, implementation andoperation of your IP communications solution


Operations SupportMaintains Customer Satisfaction

• Partner Remote Network Operations services

• Cisco Technical Support Services: Cisco SMARTnetOnsite and Software Application Support

• Partner value-add services

• Cisco Technology Application Support

• Training

Basic SystemsBasic Systems

Advanced SystemsAdvanced Systems

• Cisco Technical Support Services: Cisco SMARTnet andSoftware Application Support plus Upgrades (SASU)

• Partner value-add services

• Training


Operations Support MaintainsCustomer Satisfaction: Basic Systems

SMARTnet/SASU

SMARTnet/SASU

Cisco SMARTnet and SASU—advance hardwarereplacement, software updates/upgrades, 24x7support, online tools and technical assistancevia Cisco.com (option of onsite field engineer)

Cisco SMARTnet and SASU—advance hardwarereplacement, software updates/upgrades, 24x7support, online tools and technical assistancevia Cisco.com (option of onsite field engineer)

TrainingTraining

Training— end-user and administratortrainingTraining— end-user and administratortraining


Operations Support Maintains CustomerSatisfaction: Advanced Systems

RemoteNetwork

Operations

RemoteNetwork

Operations

Remote Network Operations Services—critical forany IP telephony support plan; delivered byAdvanced Technology Provider (ATP) Partners;remote monitoring and proactive response, complextroubleshooting and resolution, remote moves, adds,and changes

Remote Network Operations Services—critical forany IP telephony support plan; delivered byAdvanced Technology Provider (ATP) Partners;remote monitoring and proactive response, complextroubleshooting and resolution, remote moves, adds,and changes

SMARTnet/SASU

SMARTnet/SASU

Cisco SMARTnet and SASUCisco SMARTnet and SASUTrainingTraining

Training— end-user and administrator training Training— end-user and administrator training


RemoteNetwork

Operations

RemoteNetwork

Operations

SMARTnet/SASU

SMARTnet/SASU

TrainingTraining

Optimize:Basic and Advanced Systems

Cisco Technology Application Support—tooptimize ongoing management of the IPtelephony system, a team of IP telephony expertsconduct: acceptance test plan review, ongoingsoftware release assessment, ongoing designsupport, knowledge transfer, ongoing networkapplication performance and optimization andmore

Cisco Technology Application Support—tooptimize ongoing management of the IPtelephony system, a team of IP telephony expertsconduct: acceptance test plan review, ongoingsoftware release assessment, ongoing designsupport, knowledge transfer, ongoing networkapplication performance and optimization andmore


Support


Support


Cisco DeliverablesCisco DeliverablesPDI

BundlesPDI

Bundles PDIO BundlePDIO Bundle

IP Telephony Network Infrastructure Readiness Assessment

Detail Design Review

Implementation Plan Review

Ongoing Remote Deployment Support

Proof of Concept Support

Acceptance Test Plan Review

Ongoing Software Release Recommendations

Ongoing Network Application Performance and Optimization

Ongoing Design Support

Knowledge Transfer

Advanced Performance and Optimization Assessment n/a

Cisco Technology ApplicationSupport Bundles

n/a

n/a

n/a

n/a

n/a

n/a



Consultative Approach

Gap Assessment/

Customer Needs

Services MappingROI Analysis

QuarterlyBusiness Reviews

Time

Val

ue


Employ the Experts with the Tools, Knowledge, andPeople to Plan and Design for a Solid Foundation


Agenda




Cisco Service Value


434343


Logical: IP Telephony ServicesSpecialized Partner and ZS Associates

“Logical is doing a great job with the wholeimplementation, They have drawn on all of theirexperience from prior implementations andapplied it to us so that we can avoid some of thegrowing pains experienced by other companiesthat have embraced this technology. We wereable take that knowledge and apply it to us.””

Peter WenstrandConsultantZS Associates



NetSolve: Remote Network OperationsPartner and Cohen Financial

“It was new technology for my company, and my greatestconcern was how to support it…. if something broke, nobodyon my staff could fix it…..My concern about hiring a full-timeperson was that one person couldn’t know everything, andissues might take hours or days to resolve. Whereas acompany like NetSolve—which supports IP telephony 24 hoursa day, 7 days a week—can likely identify the problem andprovide resolution much more quickly, saving us considerabletime, money, and opportunity.”

John Ahlberg,Chief Information OfficerCohen Financial



Bank of America

“ Cisco Advanced Services has enabled us toachieve a high degree of operational excellencewhile maximizing our networking investment.Cisco onsite and remote support, knowledgetransfer, and tools give our staff the rightcombination to ensure we deliver a reliable,high performance network. “”

James BrownVice President, Network OperationsBank of America



Cisco Systems Inc.

“Learning from those who have alreadyclimbed the mountain makes the journeymuch easier for those still scaling thewall….Our hope is that by sharing ourexperience—bumps, bruises, and all—wecan help our customers plan and realize thevalue of a converged, IP-enabled network.”

Manny Rivelo, Sr. Vice PresidentField Process and OperationsCisco Systems


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