Nick Gould Business Development Manager. Smart & Operate Services

October 10th, 2012

• Mobility Globally mobile data will increase 39 times from 2009 to 2014

• Cloud and Virtualization More than 25% of software likely purchased on a hosted basis over the next 5 years

• Video Within three years, 91% of all consumer internet traffic will be video

Today, 50% of all Cisco IT network traffic is video

Devices Connected to the Network,

ONE TRILLION There Will Be

up from 35 BILLION in 2010

2013

Cisco IBSG

Rising Expectations

Consumers/staff want the

same personalized, on-demand

treatment they are used to in their

personal lives

37% of U.S. information workers use non-IT supported technologies at work

Market Velocity and Volatility

New competitors, new business

models, accelerated business

processes, etc.

There has been a 30% decrease in

manufacturing product development times,

from 18-months to 12-months

Financial Pressures

Innovation Everywhere

Innovation can come from

anywhere, anyone, and at anytime

Greater than 50% of new product innovation come from customers, suppliers and partners at P&G, up from 15% in 2000

Less than 2% of 2500 global companies analyzed

by AT Kearney showed positive value growth from

2004 to 2009

New market expectations are

creating conflicting growth-expense

management objectives

Improve Operational Efficiency

Increase network utilization, streamline operations, and extract more value?

Increase Customer Satisfaction

Proactively prevent issues from degrading business operations

and provide reliable access to applications?

Speed Time to Value Increase return on my existing and new IT investments?

How Do I…

Grow My Business Capture new business opportunities and align IT investments to business strategy?

Reduce Risk Ensure business continuity, regulatory compliance and security?

Cisco Public 7 © 2011 Cisco and/or its affiliates. All rights reserved.

25 years’ networking innovation

and leadership

50 million installed devices

6 million annual customer interactions

90,000+ technical documents

CISCO DEEP KNOWLEDGE BASE

Services that have Automated Software-enabled Capabilities

…which collect Network Diagnostic Data

…which is analyzed and compared to Cisco’s Deep Knowledge Base

…to provide Actionable Insight

Smart Service Capabilities at the core of our Portfolio

• Improve performance, availability, resiliency

• Increase efficiency and reduce costs

• Mitigate risk

Intelligent Collection Capture data at the device, network,

operation and application level

CUSTOMER PARTNER

Partner Expertise Combine actionable insight and advice with Partner value-add

Intellectual Capital

Data Analysis

Automated Insight

Smart Services Capabilities

Correlate and analyze data against Cisco intellectual capital

CISCO

So many

products and

contracts – it’s

hard to manage

them all

With so many

alerts - it’s hard

to find the ones

that apply to me

Entitlement

issues take too

long to resolve

Life cycle

planning data is

too hard to find

and use

Network failures

occur without

warning

Are my Cisco

products covered

with the right

contracts?

Smart Net Total Care (SNTC)

• Contract is with Customer & Cisco

• Can be sold via Partner

• Deployment is responsibility of Cisco

• Customer has full access to all data

• Can be managed by a Partner

Smart Care (SC)

• Contract is with Customer & Cisco Partner

• Can only be bought from a Cisco Partner

• Deployment is responsibility of Cisco Partner

• Partner has access to data and shares with Customer as required

Software Support Innovative system and application software

and IT-related support that helps maximizes

your technology investment

Cisco.com Increases your self-sufficiency and

productivity with registered access to

online tools and resources

Advance Hardware

Replacement Flexible and responsive hardware replacement

support that helps maximize your operational

reliability

Cisco TAC Supplements your

in-house staff with access to highly-trained

network and application software engineers,

and R&D engineers

Proactive device diagnostics and alerts, that deliver …….

• Improved risk management

• Rapid problem resolution

• Reduced operating costs

• Accurately validates your Cisco installed base

Ongoing collection of Cisco device information

Correlation and validation against Cisco IC

• Detailed inventory reports and analysis via intuitive web portal

Visibility that critical Cisco products are covered with desired service level

Aggregated report for “collected contract view” of IB

Summary reports

Delta reports for MACD

Contract dates, EoX

• Contract consolidation

Reduces the number of contracts to manage

• Alerts and notifications are correlated against your Cisco installed base

Product Security Incident Response Team (PSIRT)

Software & hardware alerts

Field notice alerts

You see only relevant alerts

• Alerts are displayed in the portal

Ability to manage alerts, and find all details

• Enabled devices deliver 24x7 proactive diagnostics and alerts

• Can automatically generate Cisco service requests, and streamline interaction with TAC

• Alerts, diagnostics, and recommended remediation available in the Smart Call Home portal

Speaker Name Speaker Title

Technical Assistance

(TAC)

Online Technical Resources

Advance Hardware

Replacement

Software Updates

Foundational Technical

Services Capabilities SMARTnet

Smart

Capabilities Installed Base &

Contract Management Alerts

Device

Diagnostics

SNTC / SC

Personalized Security

Alerts IntelliShield

Operational Management

& Reporting TSOM

Standard SLA’s

Optional additional

Smart Services

SLA’s

Proactive device diagnostics and alerts, that deliver …….

• Improved risk management

Identifies critical Cisco devices and coverage within your network

Highlights uncovered devices, speeds TAC entitlement

• Rapid problem resolution

Service processes, resources, and accurate, up-to-date information are in place to minimize down time

Proactive diagnostics and alerts

Access to comprehensive, award-winning technical services

• Reduced operating costs

Comprehensive, flexible reporting help manage large, complex networks

Contract consolidation minimizes the number of contracts

More easily manage your Cisco installed base and service contracts

Cisco Public © 2011 Cisco and/or its affiliates. All rights reserved. 21

Smart Care demonstration Ilksen Ural