Cisco SMART
Services Strategy
And Business Value Realization
Pete Davis
June 18, 2013
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Transforming Business…
Starts with Smart
What’s happening in the marketplace
Services in changing the way IT is consumed
Smart Services
Why you should care?
Portfolio review
The shift is happening
Customer Success Stories
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Market Trends, Customer Expectations
Consumption Models
Outcome Based
Rapid uptake of flexible consumption
models and cloud based delivery
Customers insisting on business
outcome assurance and risk sharing
Declining value on systems and
services on their own
Buyers
Shifting buying power from IT to
business
Solutions
Systems Leverage
Customer preference for integrated
solutions driven by need for simplicity
Customers focused on software and
services to maximize value of systems
Business outcomes are the priority
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“
Consumption Economics
If you’re a tech company, the most
dramatic effect of megatrends like
cloud computing, managed
services, and the rise of consumer
technology won’t be felt in your
company’s product line.
The true disruption will be to your
business model.
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The Market Is Transitioning
With Smart Opportunities
REACTIVE MODEL
REACTIVE
Responding to problems as they
arise, resulting in costly
Incident-Based
redundancies and overinvestment
in constant monitoring
Services

PROACTIVE
Support
Services
PROACTIVE MODEL
Relies on awareness capabilities
to detect potential problems and
analytical capabilities to predict
damage before it occurs
Intellectual Capital  Instrumentation
Self Support  Field Support 
 Automation
 Analytics
Remote Support  Community
“…automated
and technology-enabled
connectivity
andservices
intelligence,
more effectively
value…”
“Smart
will becometo
increasingly
important to deliver
enterprises
as more and
more business and IT activities move into theHarvard
cloud and
onto theReview,
network.”
Business
2005
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Forrester, 2012
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Cisco Is On a Journey
…and we want
Partners to join us
Future Vision
3 to 5 years: “The Internet of Everything”
Industry Trends
1 to 3 years
Data in Motion
Now
Cisco Campaigns
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Cisco + Partners – Better Together
Partner
Resources
Services Sales  Profits
(Process, Methodology, Tools)
+
Standardized
Architectures
Reduce
Risk
(Smart Business Architecture)
Cisco Services
(Cisco Branded Resale,
Collaborative Services, Data
Collection)
Cisco-Branded
Resale Services
=
Enabled Partner
Services Offers
Speed
to
Market

Partner
Investment
Leading Practices

Partner
Strategy
INCREASED
Reduce
Cost
IMPROVED
Differentiation
Customer Satisfaction
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What Is a Cisco “Smart” Service?
Services that have
Automated
SoftwareEnabled
Capabilities
+
…which collect
Network
Diagnostic
Data
+
…which is analyzed
and compared to
…to provide
Cisco’s
Intellectual
Capital
Actionable
Insight

CISCO INTELLECTUAL CAPITAL
networking
innovation
years leadership
25
50M
installed
devices
6M
annual customer
interactions
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90K+
technical
documents
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Cisco Is Strategically Positioned
Support
Leadership
+
World’s largest
installed base
Unique
Differentiation
Smart
Services
Analytics

+
80%
Automation
Unparalleled
intellectual capital
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Cisco Services Strategy
Evolution Toward a Full Solutions Portfolio
Collaboration
Consulting Services
VXI
VXI
Industry Solutions
CIO
TS  Smart Services  Advanced Services
Network Attributes  Security  QoS  Policy  Identity  Presence  Data  Intelligence  Analytics
Datacenter
ASICs
IP NGN
IOS
Borderless Networks
IOS
TECHNOLOGY
Custom Silicon
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ASICS  HARDWARE 
SOFTWARE  SERVICES
CEO
Business Outcomes
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Smart Services by Market Segments
Transformational
Customers
Cisco-Branded Services
Collaborative Services
Smart Net Total Care  NOS
with Smart Analytics  Remote
Management Services 
Focused Technical Services 
SMARTnet with SCH
Partner Support Service
One Portfolio (Assurance Services)
 Four Services Tiers (Reactive,
Proactive, Pre-emptive, Operate) 
Single SKU to customer
Smart Net Total Care  NOS
with Smart Analytics  Remote
Management Services 
Focused Technical Services 
SMARTnet with SCH
SMARTnet with SCH
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Partner Support Service
Smart Care  CPS
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Bringing the Best Together
Analytics
Smart Services
+
Install Base
+
Business Relevance
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Simplifying IT Operations
SITUATION
Need to track dynamic network of 2,400
devices (switches, routers, wireless access points)
over 3 campuses and numerous labs
SOLUTION
Smart Net Total Care
Simplify contract renewal process
Increase inventory tracking and coverage
Increase awareness of network risks
“We have one place to go to see all of our equipment. We
can simplify upgrades, monitor only the alerts that matter
to us, and do it in just minutes. What a difference.”
David Robertson
Network Service Delivery Manager
RESULT
Significant time and cost savings. SNTC
seen as essential to inventory
management
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Questions?
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