March 17, 2015

Customer Overview

Cisco ServiceGrid

Market Drivers for ServiceGrid

The average enterprise has

approximately 19 external IT

service providers in North

America and 26 in Western

Europe, equating to a 5x

increase in the past 7 years1.

Issues resolved by an

external service provider

result in 50% higher

operational costs², 32% longer

resolution times² and 10%

lower customers satisfaction.

1source: Gartner

²source: Technology Services Industry Association

Today, 70% of enterprises

use enterprise-class cloud

technology. By 2020, the global

cloud market will represent

27% of all IT spend.

Growing Complexity and Costs in the Service Business

Increased Use of

Cloud Services

Move towards

Multi-Sourcing

“CIO’s in multi-sourced IT organizations continue to

struggle having no single view of processes, no

automated exchange of information and no consistent

SLA management, all of which lead to escalating

management costs”

Arjun Sethi, VP Outsourcing Practice

Multi-Party Support: Key Challenges

Servicedesk

Technician

Servicedesk Servicedesk

End User

Service Customer Managed Service Provider Vendor/Partner

(5) Part is shipped

(1) Something is wrong, I call the

servicedesk (6) Part arrived, technician dispatched

(4) Part is ordered (3) I have a

temporarily solution, but we need to change a part

(2) I need external support

(7) Solution provided

Vendor Management

Performance and SLA

Timely Communication

Status/Change

Resolving Incidents

Efficiently

Overlapping Responsibilities

ServiceGrid Multi-Party Support Collaboration Integration Platform Within the Cloud

Enterprise IT

ITSM

Map processes and

connect once

Configure collaboration

rules for each partner Enable ecosystem

collaboration

• Outsourcers

• Managed Service Providers

• Telco’s

• Vendors

• Cloud Service Providers

• IoT

Active SLA & Vendor

Management

Unified Governance & Analytics

Industry Benchmarks

Click to Connect Collaboration

Portal & Mobile Access

Plug & Play Bi-Directional Integration

ServiceGrid in the Cisco Inter-Cloud

Connect Once – Connect All with ServiceGrid

• Real-time SLA events

• Comparative analytics

• System to System

• Web ticket exchange

• Connect once

• Add ecosystem members

• Multi party process

• Configurable workflows

• Common web service

Standardized

Integration in the Cloud

Two Ways to Engage

Performance Management Web Ticket

Exchange SLA Management

System Connection Standard Workflow Real–Time Alerts

Collaborate

Escalate Request

Collaborate

Submit Request

SaaS MSP

Telcos

Update and Close Resolve and Update

The Power of Seamless Multi-Party Integration

Individual Connections

• Must adapt to the differing processes of multiple parties

• Time-consuming implementation, no standardization

• Costly and complicated changes

• Lack of visibility about Service Levels

• No consistent view of the processes

Custom Development

Your

Company

Connect Once – Connect All

• Quick integration of multiple sources

with established methods

• Seamless and automated processes

lead to easy adaptations

• Consistent service level management

(SLAs) and vendor governance

• Build and scale a service ecosystem

ServiceGrid

Your

Company ServiceGrid

Manual Information Sharing

• Communications via email, phone or web portals result in high manual efforts

• Data exchange is incomplete, inaccurate or out of sequence (delayed)

• High chance of multiple case entries and double keying (‘swivel chair’)

• Your company carries the full burden of coordinating all support issues

No Automation

Your

Company

Provider/

Vendor

Highly standardized

Onboarding according

to predefined

Onboarding Standards

Twice faster

onboarding*

Simplified Onboarding

according to defined

Onboarding Standards

Fulfillment of special

and complex demands

of Onboarding Partner

Fast and easy

„Onboarding“ through

maximum of

simplification/

standardization

Technical possibilities

are limited

eBonding

(via own framework)

Faster On-Boarding with ServiceGrid Individual Integration

Projects

Smart Integration

with ServiceGrid

Self Onboarding

with ServiceGrid

eBonding (via own framework)

Project

Integration

via ServiceGrid

Self Onboarding

Maturity of Standardization

Eff

ort

fr

om

custo

mer

pers

pective

* Source: Benchmarking from ServiceGrid Reference Projects

Self Managed

Onboarding Portal

ServiceGrid Delivering Key Business Outcomes

Business Agility

Resource

Agility

Time to

Market

Acceleration

Risk

Reduction

Customer

Satisfaction

Tech

Optimization

Profit

Growth

Staff

Productivity

Time to Market

Time to Market

• Eliminate manual process

• Streamline collaboration

• Reduce client/vendor

management burden

• Increased customer loyalty

• Enhanced transparency

• Reduced customer churn

• Lower Cost to Serve

• Faster Time to

Revenue (Value)

• Higher Margins

• Offer New Innovative Services

• Faster time to Scale

• Faster time to Deploy

• Faster time to Respond

• Extend Existing Systems

• Integration abstraction /

common approach

• Std. Process / Workflow

• Active SLA Management

• Shift CAPEX to OPEX

• Pay as you grow

Seamless Service Delivery with ServiceGrid Scalable, Repeatable, Self-Managed

Mean Time to Resolve

10% Higher

27% Faster

50% Lower

• High standardization - fast

deployment

• Duplicate entry and manual

errors eliminated

• Leverage existing systems

• Seamless and automated

processes

• End-to-End support

collaboration

• Simplified SLA monitoring

• Real time updates

• Unified user experience

• Improved collaboration

• Transparency

Average Cost to Serve Customer Satisfaction

360° view of the

service chain enables

efficient vendor

management

Multiple parties on a

centralized service

platform

Seamless processes

increase speed to

resolution

Integrate in days

to greatly improve

scalability

How ServiceGrid Supports Your Business

Acceleration & Automation of Service Delivery

Management of Multi-sourced IT Service

End-to-End SLA Monitoring & Benchmarking

3rd Party Connections Made Easy

ServiceGrid: 240+ Company Deployments in 68 Countries

ServiceGrid

“CitiGroup has improved our data accuracy and quality of

information exchanged as well as improved the overall

MTTR and resource productivity.

You have delivered a solution we can use daily at a

global level to add value to our customers. Thank you!”

Over

50% Cases Closed

After 3 Months*

*After only 3 months over 50% of the cases CitiGroup created with Cisco globally are now

opened, updated and closed using this new process and this percentage continues to increase.

Tatenda Chavhunduka, GNO Vendor Management

Streamlining Global IT Service Processes

Kapsch TrafficCom Operating all toll installations worldwide

• Enterprise-wide management and automation of support processes across different systems and partners

• Accelerated implementation of time-critical projects and rapid integration of new partners

• Multitenant system enables project specific implementations

Attained comprehensive end-to-end service governance with central integration platform

Active management of partners and subcontractors

Extended new projects cost-effectively, enabling growth and increasing profit

Build a Transparent Service Ecosystem

Actively Manage Service Levels and Vendors

Create Efficiencies with Seamless Automation

Resolve support issues across help desk, tech

support, field service and service providers faster

and more efficient with multi-party integration.

Create a single point of control to actively track

and gain actionable insights in vendor, provider

performance and operational metrics.

Span end users, partners and stakeholders to

exchange requests and receive updates via a

central hub in the cloud.

Your Benefits With Cisco ServiceGrid

Backup Slides

DO NOT DISTRIBUTE

ServiceGrid Portfolio Overview

Services from Cisco and Cisco ServiceGrid ATP partners help

customers accelerate the time to value of Cisco ServiceGrid

with quick deployment.

ServiceGrid “Plan and Build” Services

• All service elements according

to the purchased SaaS package

• Operational support

• Maintenance

Software-as-a-Service includes:

• “Plan and Build” Advanced Services for ServiceGrid include:

• ServiceGrid Assessment Service Provides clear insights into B2B ecosystem integration strategy, how

service integration improves mean time to resolution, SLA

management, & customer satisfaction via a on-premise workshop

• ServiceGrid Deployment Services Delivers project management and configuration support professional

services to assist customers in deploying B2B connections via a

project-based transactional engagement

Cisco ServiceGrid is an integration

platform in the cloud that

seamlessly connects organizations

to enable real time multi-party

support collaboration offered via a

Software-as-a-Service (SaaS).

Supported key processes:

service request, incident, change &

problem management

ServiceGrid SaaS

ServiceGrid “Manage” Services • “Manage” Advanced Services for ServiceGrid include:

• ServiceGrid Optimization Service Delivers expert guidance, consulting, configuration and training

support via professional services that assist customers with utilizing

and optimizing ServiceGrid software via a subscription-based

engagement.

Cisco ServiceGrid Assessment Service Plan & Build Services

• Business Case: Define value drivers by assessing current business including process indicators, and cost drivers.

• Service Catalogue: Define exact roles for each service partner and how they can interact from an end-to-end perspective.

• Technical Need and Fit: Develop technical implementation scope and approach by assessing existing systems, standards, and best practices.

• Phased Timeline: Implement a phased timeline including project scope, effort, and cost to implement Cisco ServiceGrid.

• Ecosystem Development: Create ecosystem development plan with supporting reference implementation, success criteria and scale plan.

• Analyze the customer’s business processes for integration

and automation with multiple partners

• Provide insight on how integration will improve mean time to

resolution, SLA management, and customer satisfaction

Objective

Summary

Scope

Details

Duration:

• 1-2 business days on site

• 3-5 days offsite for final deliverable

Participants:

• Cisco- Solution Architect, Sales Lead

• Prospect- Business Owner, Enterprise Architect, Integration lead, SME’s

Item Approach Description

Initial New

Connection

Implemented and

managed by Cisco.

Create an end-to-end connection between your company and one customer or partner. Includes

integration between two ITSM applications using the ServiceGrid framework with approved

workflow types and standard web service methods.

Managed

Connection

Implemented and

managed by Cisco.

Add a new partner physical ITSM or logical connection for any deployed process using existing

workflow, roles and services built.

Assisted

Connection

Implemented by Cisco.

Managed by

Customer.

Add a new partner physical ITSM or logical connection for any deployed process and reduce your

cost by taking on Project Management activities

Cisco ServiceGrid Deployment Service Plan & Build Services

Objective & Details

• Delivers professional services required to properly deploy selected Cisco ServiceGrid service elements

• Provides implementation expertise and assists customers with B2B connection build out plans

• After the initial connection is established, the customer can choose between Managed Connection and

Assisted Connection to integrate additional partners

Cisco ServiceGrid Optimization Service Manage Services

• Assist customers with optimizing and

utilizing their ServiceGrid service integration

software more effectively in their B2B

ecosystem

• Provide insight on how to leverage and use

all ServiceGrid features and functionality

• Deliver value-add recurring deliverables

including training, configuration support and

professional guidance

• B2B Ecosystem Development: provide service and

process integration technical leadership and guidance

through the B2B ecosystem development

• Configuration Support for ServiceGrid

Administrator: on-going advice, guidance and

configuration support for an operationally efficient,

stable and scalable ServiceGrid implementation

• Utilization and Performance Review: recurring

operations reviews to understand and improve

utilization and performance of the ServiceGrid enabled

B2B ecosystem

• Software Knowledge Transfer and Support: provide

training, knowledge transfer sessions, mentoring and

access to all relevant collaterals and training materials

for an optimized use of ServiceGrid

Summary Scope Objective

Improving Customer Satisfaction with Integrated Services

Spar Manage all business partners and service-related systems

• Continuous, transparent, accelerated service processes ease collaboration between SPAR and partners

• Automated processes and interactions reduce costs, eliminate errors and improve the quality of support

• Facilitated centralized, cloud-based inventory for 40,000-device network that enables a real-time monitoring of parts and devices

Reduced point-of-sale equipment downtime via accelerated incident resolution times

Achieved time savings of 2.5 hours per day for store managers

Easily integrate new service partners to guarantee highly efficient IT support for the stores

One Service Management Platform for Germany‘s Fiscal Authorities

Hessian Centre for Data Processing (HZD) IT service provider reduces complexity

• Integration of all financial authorities of the 16 states and of the Federal German Government with a central platform

• Streamlined, cross-state incident and problem management

• Automated electronic data exchange between different help desk systems in use and across the different states

• Centralized data storage for all service tickets

Management overview of KPIs across all service processes

Automated & accelerated service management enhances transparency and saves valuable time

Protection of investment as every state can keep using its existing systems

Multi Party Service Requests a month

States, the federal

government, and the

procedure ELSTER

IMK-Connection

via Web-Fronted

AUGUST CA

Service

Desk

Control

Series

AUGUST AUGUST ARS

Remedy

CA

Service

Desk

ITSM

Suite ARS

/BMC

AUGUST Front

Range

HP

Service

Desk

CA

Service

Desk

Help Desk Integration in KONSENS

ARS

Remedy

ServiceGrid

SL

HB

BB

ITSM

Framework

Materna

JIRA

BU

ES

TH ST RP SH SN NW NI HH BE BW BY HE MV

Process, workflow and web service 1 > 2,000 18

ARS

Remedy

Hessian VOICE - VoiP for Hessian State

HE

Incident Remedy

Use Case: The Federated States of Germany

Optimize Multi-Party Service Delivery to Guarantee Security of Supply

Swissgrid Efficient management and coordination of service partners

• Integration of all service partners to manage the service chain end-to-end

• Automated and accelerated service management processes

• Real-time status overview and continuous documentation of all service tickets

• Full data sovereignty

End-to-end SLA governance and automated reporting

Significant improvement of the service quality

Faster incident resolution saves valuable time and enables focus on the core business

SwissGrid Ecosystem

ServiceGrid ITSM: Helpline

Cares

CRM

IT Application

Remedy

Central Integration Platform Enables High Scalability

German ICT and IT Services Provider Managing highly complex integrations

• Automated service delivery and accelerated processes ease collaboration with service partners

• Facts & Figures:

• Engagements: 8 active, 1 new, 1 planned, 6 retired

• Number of tickets: > 57,000 (Jan 2013 - Oct 2014)

Fast time to market – quick implementation

Offer rapid and easy integration to customers to meet their requirements

Provide higher transparency to customers to increase satisfaction

ServiceGrid

Active

Engagements

Retired

Future

Engagements

New:

Planned:

Partner Henkel grew into a

separate Client Ecosphere

2

3

German ICT and

IT Services

Provider

Use Case: European Service Ecosphere

ServiceGrid Use Case – Span Traditional IT Devices with Newly Connected “Things”

Manage Complex Oil & Gas Environments

Create, collaborate and manage support interactions

across traditional and newly connected devices - Internet of Things

Providing effective service through the entire support ecosystem

with centralized coordination and monitoring.

Situation

• Tiered support processes spanning help desk, tech support, field service and service providers

• Need for converged solution

• Complex Service Level measurement across dozens of different vendors, technologies and providers

Core Challenges

• Mission critical control systems combine traditional IT assets with production devices

• Integrate in a single, secure environment

• Manage new and disparate devices using a single process and unified SLA’s

Single Service Management Solution

• automated support interactions with external service providers

• complete transparency on the end-to-end support process

• real time updates to support transactions

• executive dashboard with all support visible in one place

Customer Value Proposition

• Improved asset utilization

• Real time visibility into all support activities

• Manage support process via single pane of glass

• Optimized end-to-end delivery experience and productivity

HP Service Manager 7.x

ServiceDesk Case Mgmt

via Web Portal

Energy Company

Web

-Serv

ice

Web-S

erv

ice

Service

Catalog

Cisco Services

External Service Provider

Collaborative

KPIs & Reports

Integration Overview with ServiceGrid Span Traditional IT Devices with Newly Connected “Things”

Single Service Management Solution

• complete transparency on the end-to-end support process

• real time updates to support transactions

• executive dashboard with all support visible in one place

ServiceGrid Connect Once, Connect All – Any System, Any Tool

* Applications can run on leading database systems including: IBM DB2, Microsoft SQL Server, Oracle and others

Connections to SM Applications and Systems

• Applix

• Axway B2Bi Gateway

• AOTS Remedy

• BMC Remedy IT Service Management Suite

• BMC Remedy Service Management Desk

• BMC Service Desk Express

• CA Service Desk

• CA Service Management Suite

• Clarify

• E2open

• Fujitsu Poms2/Perle

• helpLine

• HP Openview

• HP Peregrine

• HP Service Center

• HP Service Manager

• IBM Maximo

• IBM RCMS

• iWave

• Lotus Notes

• MS Access

• MS Biztalk

• MS Exchange

• MS Navision

• Netweaver

• Oracle CRM

• Pivotal CRM

• Salesforce

• SAP CRM

• SAP Solution Manager

• SAP XI

• ServiceNow

• Siebel CRM

• Tibco

• Webmethods

• 3rd Party Customer

Applications*

• HTTPS SOAP

• HTTPS Post

• Rosettanet

• SMTP

• FTP/SFTP

• T1.278

• SMS

• AS2/EDI

• BMC Event & Impact Manager

• HP

• CA Spectrum

• IBM Tivoli Netcool OMNibus

• Infovista

• Nagios

• SAP Modules

MM & SD

• MS Apertum

• 3rd Party Logistics Applications*

• CA CMDB

• HP Universal CMDB

• SAP MM & SD

• Salesforce

• BMC Atrium CMDB

• CA CMDB

• HP Asset Center/ Asset Manager

• SAP CMDB

• Update Marketing Manager

• XML

• CSV

• XLS

Universal Transport Methods Event Monitoring Systems Logistics Applications Master Data Systems

Application Ports Data Formats

Build or Buy: ServiceGrid Scales

• Break point at 3+ integrations

• No integration standards – each integration

a new project

• Not scalable, offers no transparency

• Longer project duration

• More resources required to delivery

• High maintenance

• Lack of best practice

• Standardized integration method

• Fixed price

• Reduced risk

• Faster time to market

• Scalable deployment model

• Comprehensive reporting available

• Investment protection

Buy - ServiceGrid Build - Custom

Build your Dynamic Support Network in 4 Phases

Result: Transition from

integration project to

standardized

Integration Process

Standardize

Integration

Process

Result: First Service Partner

is integrated via

ServiceGrid

Integration

of First

Partner

Result: Own Service

Management DNA is

available

(End-2-End

transaction patterns

are defined)

Setup of

Integration

Standards

Result: Own ITSM

Application is

connected to

ServiceGrid

Ready for

Integration

Phase: 1 2 3 4

What is ServiceGrid

ServiceGrid is an Integration Platform in

the Cloud That Seamlessly Connects Enterprise

IT and Service Providers to Enable Automated

Multi-party Service Collaboration.

• Automate multi-tiered support networks

• Enable real-time SLA and vendor management

• Build and scale support ecosystems

Collaborate

Update and Close

Escalate Request

Collaborate

Submit Request

Resolve and Update

SaaS MSP

Telcos