Services Advisory Council

Welcome

Greg Yoder, VP Customer Services APAC

2015• Progress, not perfection• Operationally Sound• SSI greatly improved• Record Sales• Growth

Thank You

Q1• SAP Introduced• Logistical Nightmare• Delays & Frustration• Sales Suffer• Painful Quarter

I’m Sorry

Q2 & Beyond• SAP Improvements• New Products• New Services• New Programs• Improved Outlook

Back on Track

Agenda –14th Jun TueVenue: Meeting Room 5

09:45 Introductions and Opening

10:00 2016 Services Priorities & Highlights from 2015 – Alex Gray

10:45 BREAK

11:00 Round-table 1: JPA Services Programs – Sundar Hariharan

12:15 LUNCH

13:30 Professional Services the Enabler of Transformation– Vince

Molinaro

13:45 Round Table 2: Services-Led Selling – Rick Hamilton & Willem

Bos

15:25 BREAK

15:50 Service Now Implementation - Nissho

16:20 Going to Business With Automated Support and Prevention –Dwayne Thaele

16:50 Conclusion of Day 1

18:00 Welcome Reception and Dinner

Agenda –15th Jun WedVenue: (AM) Ballroom (PM) Meeting Room 5

08:45 Partner Conference Plenary

12:00 LUNCH

13:15 APAC strategies with services – Daniel Hua

13:30 Round-table 3: What is our path to Operational Excellence – Todd

Lowe

15:00 More discussion topics

15:30 Conclusion of Day 2

17:00 Transportation to Gala Dinner

18:00 Cocktail Reception and Gala Dinner

2016 Services Priorities & Highlights from 2015

Alex Gray

SVP Customer Services and Support

2015: YOU MADE A DIFFERENCE

COVERAGE

Attach rate (adj. for LLW)

Renewal rate (in-quarter Q4)

Expanded PPS partnerships

New design & support certifications

97%

74% (60%)

CAPABILITIES

+ 4

+ 70

Professional, Advanced Services

Operate/Support Services

- 8%

+ 3%

BOOKINGS

PAR

SVC, ES, PS, AS

$112M

$32M

CSAT

Services integrated into JPA

• Requirement for Elite

• PSS open to Select

Tighter partner interlock

• 2 IDEAS/C tracks on services

• Service partners @ Tech Summit

Continued BI investments

• Weekly Tableau refresh

• Forward looking renewals

Enablement

115 distinct PPS assets

• + 185% increase

• SDN, automation workshops

Design certifications for PPS

• Associate

• Specialist – Data Center

Enhanced PPE portfolio

• AS practice adoption

• Refined RE practice

Ease of Doing Business

Continued MDF for services

• $3.7M WW

• $1M APAC

Refined PSS rebate model (Q4)

• In-quarter renewals

• Asset recovery

Improved profitability w/ rebates

• 51% pay-out rate (Q4)

• $240K pay-out APAC (Q4)

Growth

2015: EVOLUTION IN CHANNEL SERVICESACTING ON YOUR (WW SAC) FEEDBACK

SYSTEM ENHANCEMENTS – IGNITION

Journey begins:

• SAP Customer Relationship Management

• Replaced Clarify case management system

• Increased visibility within JTAC and Customer Care

• Case Manager update

• Simplified interface

• Usability, performance improvements

• Streamlined UI aligned to user workflow

• Enhanced search capability

SYSTEM ENHANCEMENTS – IGNITION

Going strong:

Quarterly updates with enhancements and fixes

• Performance improvements

• Scalability and response time

• Granular search

• Logistics enablement program initiated (LEAP project)

• RMA process automation and efficiency

• Ignition release 14.7 readiness and go-live

• Installed base data transfer

• Tighter governance integrated in system implementation

44

26

4042

4441

50

29

71 72

8179

57

42

3539

32

3735

29

3437

48

3733

3532

0

10

20

30

40

50

60

70

80

90

MTT

R D

ays

MTTR Days

Avg MTTR Days MTTR Target-

Jan 2016

spike due to

ERP/

Ignition 14.7

Spike due

to CRM /

Ignition

14.4

2016 growth driversMaximize

portfolio share

Alliances & tech

partners

Globalize

verticals

Services-led selling incl.

software-centric solutions

Build-out customer team

modelDisrupt with automation in all

domains

Strategic investmentsfor growth

beyond 2016

Accelerate

commercial,

distribution & Elite

partner engines

GEO focus on

high growth

verticals

2016: INCREASING JUNIPER GTM EMPHASIS ON SERVICES & SUPPORT

CLOUD DATA CENTERS:ENABLED BY JUNIPER SERVICES

Presales

Engagement

Architecture

Design

Network Design

Pre-Sale

Proof of

Concept

Award

Build

Data

Center

Deployment

Post-Sale

• Juniper Care Software Advantage

• Juniper Care Plus/Optimum Care

• Advanced Services –Resident Engineer

• Focal Technical Support

• Cloud Data Center Network Design

• Educational Services:• Contrail• SDN Fund.• Network Auto

Operate

• Data Center Deployment

• Data Center Migration Service

• Automation Assurance and DevOps

• Cloud Data Center Automation

• Assessment Service

• Cloud Data Center Architecture Design

• Data Center POC –on-site or Juniper

• Cloud Data Center Assessment Service

• Service Creation Workshop

Project Management

STRATEGIES

WORKSTREAMS

FOUNDATIONALPEOPLE: Talent retention and development; diversity;

new college grads and interns; succession planning

FINANCIAL AND OPERATIONAL: Achieve revenue growth

and margin targets; KPI metrics >= FY15

• Launch Renewals 2.0 and all associated work-streams

• Continue to emphasize support attach at point-of-sale

• Continue expansion of customer team model reach

• Continue/accelerate SAP ERP and SRM enhancements

• LEAP into the future

• Automation delivered:

• JTAC Workbench

• Personalized portal –MyJuniper

• AS Workbench

• Service Now

• Drive PS growth and maturity –Juniper and partner delivered alike

• Grow end-to-end solutions & SW and DevOps competence

• Play leadership role in Juniper company-wide SW licensing transformation

SOLUTIONS &

SERVICES LED1

ENGAGEMENT MODEL

EVOLUTION2

AUTOMATION &

IT LEVERAGE3

CSS STRATEGY EXECUTION IN 2016

Thank you

Round-Table SessionJPA Services Programs

Sundar Hariharan

Director WW Partner Services Programs and

Development

JPA SERVICES PROGRAMS YOU HELPED US BUILD- STRONG GLOBAL ADOPTION, TRACTION, RESULTS

Partner Support Services (PSS) Partner Professional Services (PPS)

Launched Q3 2013 Q1 2014

# of Partners WW: 225 ; APAC: 78 WW – 65 ; APAC - 9

Coverage HQ/Base of operations in 62+ countries HQ/Base of operations in 27+ countries

Skills/Capabilities Support Certifications (JNCSP-xx)WW: 1224 ; APAC: 342

Design Certifications (JNCDx-xx)WW: 172 ; APAC: 32

Partner success (2015) Service bookingsWW: ~$530M Total Services ; ~$250M PARAPAC: ~$143M Total Services ; ~$113M PAR

Competitor swap-outs, winning new customers, protecting Juniper incumbency

Customer success (2015) • Improved Customer Satisfaction for Partner Support globally

• 120+ Partner-led, Juniper supported NetworkAssessments WW ; ~ 10+ in APAC

• Multiple product pull-through wins• Competitor swap-outs

Investment & commitments • Averaging ~$4M per year in Juniper MDF investment for Services WW + rebate• Continued investment in Partner enablement to build reusable assets, tools, workshops, collateral• JPA-Services support team - 14 Service Partner Managers ; 2 Global Program Managers ; shared

support from Global JPA team

Advisory representation ~ 60 Service Advisory Council members across the world ; 20+ in APAC

EnablementEngagement

ModelsProgram

Framework IncentivesKPI’sField

Engagement

Best practice within that program

OUR COMMITMENT TO CONTINUOUS PROGRAM IMPROVEMENT- BENCHMARKING STUDY: JUNIPER VS 5 OTHER CHANNEL SERVICES PROGRAMS

Study conducted by: Channel Impact Inc. in Q1-2016

On par with best-in-class Channel Services programs

Not as comprehensive as other programs

Gap ; other OEMs have addressed this better

New business tools

• Product to service mapping tool

• ‘Packaged’ MDF

Services integrated into ORS

• Phase 1: Information capture

• Phase 2: Deal protection

Continued BI investments

• Improved stability of data refresh

• Certification status dashboard

Enablement

Expanded assets

• i2J tool, xCPE/NFV assessments,

• Automation, ASAP workshops

Design certifications for PPS

• Specialist – WAN, Security

• Professional – Data Center

Service-only partner access

• Expanded reach

• Complimentary capabilities

Ease of Doing Business

Continued MDF investment

• $ 3.5M+ WW

• $ 1.1M+ in APAC

Focus on partner-led services

• Potential PPS incentive

• Marketplace campaigns

Tighter GTM alignment

• Collaborative model for PS

• Clarity on SW support

Growth

2016/2017: CHANNEL SERVICES PROGRAMS EVOLUTION- THREE PILLARS OF OUR PROGRAM STRATEGY

BREAK-OUT SESSION QUESTIONS

A. What are some best practices you have seen in Channel

Services programs from other OEMs that you’d like

Juniper to adopt.

– We are looking for those practices that are mutually beneficial.

– Please think broadly across all your partnerships, beyond Networking.

– We even welcome recommendations for entirely new Services programs that

address emerging business models/customer needs.

B. What aspects of our current Services programs (PSS or

PPS) are not meaningful to your business in APAC?

Professional Services the Enabler of

TransformationVince Molinaro // EVP, Chief Customer Officer

GTM Strategy Remains Consistent

Vertically

Aligned

Solutions &

Services-led

Enhanced

Coverage &

Capabilities

with Partners

Integrated

Marketing

From Brand to

Demand

Measures of Success - 2015

Revenue Growth

Revenue Diversity

Customer Satisfaction

Customer Retention

Sales Team Productivity

Total Cost of Sales

We’re Vertically Aligned, Customer Centric

TELECOM CABLE/MSO CLOUD

PROVIDERS

FINANCIAL

SERVICES

NATIONAL

GOVERNMENT

STRATEGIC

ENTERPRISE

VERTICALS

AMERICAS APAC EMEA

Customers

Account-based

Marketing

InsideSalesRep

SalesOps

Functional Expertise

CTOSE

Leader

Service Leader

Strategy and

Bus Dev

AELeader

ManagedServicesLeader

PLMPartnerAlliance

PartnerLeader

Customer Team Leader

BY ACCOUNT

BY VERTICAL

BY GEOGRAPHY

• Deep Customer Engagement

• Improved E2E Customer Experience

• Focused Skills and Expertise

• Total Lifecycle Engagement

• Increased Customer Loyalty

CustomerTeam Model

Professional ServicesThe Enabler of Transformation

Bridging the gap to a better platform

Managing the transition

Migrating assets

Minimizing service disruption

Simplifying via automation & orchestration

Accelerating rollout

Our Customer Support andServices Transformation

30%

24.8%

Post sales support

Main customer

base -Tier 1

service providers

Pre-sale design +

post sales support

growth in cloud

provider customers

Full life cycle

support in

Cloud SDN, Contrail

and NFV

BREAK FIX

HARDWARE

ARCHITECTURE &

CLOUD TRANSITION

WINNING

IN THE CLOUD

2012 2014 2016

25%

20%

15%

10%

5%

5%

2012 2014 2016 Est

25.9%

~27%

Support & Services % of Total Juniper

Support & Services Revenue Mix

Technology + PS Drives Business ValueP

rod

uct V

alu

eB

usin

ess V

alu

e

Drive Business

Innovation

AdvancedBusiness

Consulting

Integration

NetworkDeployment

NetworkOperations

PricingPurchase

NetworkTransformation

Cloud Innovation | Disaggregation | Security

Customer Business Value - Economics, Agility, Relevance

Service-led & Business ModelTransformation

Serv

ice C

reatio

n

Busin

ess P

lannin

g

Econom

ic A

naly

sis

OS

S/D

C C

loud

Assessm

ent

Netw

ork

Desig

n

Pilo

t/F

ield

Te

st

Tu

rnkey/M

igra

tio

n

Netw

ork

Auto

matio

n,

Inte

gra

tio

n &

Te

st

Secu

rity

Campus & Branch

Access & Aggregation

Edge and Core

Data Center

Data Center Transformation

Cloud-Delivered Services

Automation & Virtualization

Operations Transformation

Security

Switching, Routing & Security

Contrail, CSO , vSRX, vMX

Open Partner Stacks and Alliance Solutions

Software, Systems & Silicon

Juniper Development& Innovation & Partner Technology

Round-Table SessionServices-Led Selling

Rick Hamilton

Corporate VP Professional Services

Three key roles required to drive success in solutions-oriented, software-centric GTM

JDI Sales / COE / SEs Professional Services Advanced and Support Services

Win the Architecture

mindshare

• Superior Technology

• More effective models

• Juniper and 3rd party

• Multi-service environments

• Solving new world problem

Make Platform

Migration seamless

• Bridge the gap to a better platform

• Transition management

• Migration of assets

• Minimize service disruption

• Accelerate rollout

Secure the Investment

• Virtualized services

• Dynamic assets

• Service mash-ups

• Hybrid cloud

• Fast IT, IOT

Customer and partner interview summary: as technology choices proliferate and decisions become more complex, customers seek complete solutions

66%

19%

15%

Enterprises

SPs

VARs

Stakeholders Interviewed by Type

Key trends noted from market research

• As enterprises contract more of their network management services to SPs, the buyer

of the enterprise’s networking technology shifts to the SPs as well

• SP influence on network architecture and future design requirements will continue

to increase with managed service adoption

Enterprises are looking to managed services to reduce

their fixed costs and increase scalability

• Enterprises prefer a solutions-oriented vendor to provide product and services in

order to maintain a cohesive view of delivery fulfillment and payables

• Services value-add for mature networking products is centered around relationship

management, including intimate knowledge of the enterprise’s network

Customers value a simplified experience with applied

expertise for their networking technology needs

• Available talent for new technology is still developing, which increases demand

for vendor professional services during new product introduction

• SPs are looking for direct vendor engagement to enable SDN; SPs estimate first

SDN capabilities in 1-2 years

Vendor PS is most attractive when there is technology

disruption with new choices

Note: Also interviewed 8 internal Juniper stakeholders across Sales and Business Development

41%

12%

47%

Currently using MSP

Investigating MSP

No indication

Enterprise use of Managed Service Provider (MSP)

With paradigm shifts in the market, Juniper’s GTM must evolve to become solutions-oriented and software-centric

Themes

Market

SDN / NFV

Disaggregated

Software and

Hardware Evolving

Security Threats

Juniper’s evolution to enhance customer value-add

From:

Product-oriented Solutions-oriented

Hardware + Software Software-centric

To:

A giveaway to drive

product

A strategic enabler

of solutions

Str

ate

gy

Str

ate

gic

O

ffe

rin

gs

Pro

fessio

nal

Se

rvic

es

Requirement Path

Software-centric solution stack comprising of Juniper and partner technologies enabled by professional services

2.

Enabler Path

Where we should Play

The market places high value on vendor PS related to new technologies, however, VARs are preferred PS partners as technology matures as they are viewed as lower cost and more attuned to customers’ specific technology needs

Vendor PS

Partner / VAR PS

Vendor / Partner Support and Services

Innovate Scale Mature

The software paradigm shift requires PS to have a broader

and collaborative skillset to address customer needs

Increased demand for high-value PS to help customers understand and adopt new technologies & solutions

Focused technology solutions with PS offerings

included are easier for customer to buy and consume

Juniper can fulfill these market expectations by targeting PS offerings and skills where they add the most customer value

How do you overcome the challenge of shifting from selling a product to selling a solution?

If Juniper PS was to delivery one thing for your business this year, what would that one thing be?

What is your biggest challenge in engaging Juniper PS for key opportunities?

Do you need PS?

BREAK-OUT SESSION QUESTIONS

Partner Sharing: Service Now Implementation

Tetsuya Maekawa, Nissho Electronics

Nissho approach

Values of Service Now

Solve customers operation problems

• Quickly detect and identify customer operation problems.

• Effective and proactive solutions can be proposed.

• A trust relationship with customer operation team can be built.

Provide More Services

• More repeated businesses for both products and services from a

customer with better managed operation networks.

Reduce OPEX

• Reduce OPEX for Customers, Nissho and Juniper by automated

supports.

Customer Case 1

Customer Information

Service

• Information search service, On line shopping, Mobile service

Current Install Base

• MX：72(Backbone),EX：193,QFX:14,SRX:16

Customer Operation Problems

Operation managers have no access to the CLI command but

only web tool, and it has increased the workload of the network

development team and causing bottleneck.

Inefficiency in managing the network and therefore delay the

response to incidents.

That causes business losses.

Before

InternetMX

development team

Nissho Juniper

2, login

3, Get logs

4, Send logs

1, Call

24hours/365days

5, case open

Solution with Service Now

Phase 1 ( by 2016 Sep.)

• Correct the initial log by On Demand Incident

• Look for the way correcting additional log by Service Now.

Phase 2

• Use scripts to correcting log. (Need validation)

• Review the script after the phase 1 complete.

• Start with limited functions which has less impact to customer

production network.

Phase1

InternetMX

development team

Nissho Juniper

1, On demand incident

2, get logs

3, Send logs

Operating managers

No Call from Operating managers

ServiceNow Service

Now

※Look for the way correcting additional log by Service Now

4, case open

Phase2

InternetMX

Nissho Juniper1, get logs

2, Send logs

Operating managers

ServiceNow Service

Now

Used Script

※ Start with limited script which has less impact to customer production network

3, case open

Create on-demand incident

1, Administration>Service Now Devices

2, Check device

Create on-demand incident

1, Select create On-Demand Incident

Key Lessons Learnt

• Right customer with open-minded.

• Service Now has been included in the early stage of the selling cycle.

• Bundled the Service Now Initial cost with products and MS.

• Flexibility of scripting function is important

• Security requirement is high in Japan

• Start with small scale of the network.

Customer Case 2

Customer Information

Service

• Data Center, Cloud, Managed & Security business,

commerce support

Current Install Base

• MX：11, EX:464

Background Customer is going to implement around 200 EX switches in the

next few years.

One critical factor of the project is to reduce operation costs

caused by issues and incidents.

Customer has uncertainty on the ROI of Service Now.

Customer also worries the scripts will be used in Service Now

will impact their production network and causing issues. They

have the same negative experience with their own scripts

before.

What’s next…

Further elaborate the value of service now to justify the initial cost. Nissho is exploring possible bundle package with products.

Propose to start with smaller scale deployment. For example: Only deploying the basic function of On Demand Incident

Involve Customer’s Operation team will verify the scripts do not causing any issues on the production network before deployment started.

Requests from Nissho

Additional functionalities on Service Now

1. Customized function when retrieving logs (create on-demand

incident)

2. Ability to turn on or off a selection of scripts to allow flexibility to

different customer needs

3. Upgrade the security to 4096-bit SSH RSA Key

• We like to use Customer case as a reference story and repeat the same model to other customers.

• We like to implement Service Now to small/mid-size SP, DC, OTT(Over The Top), R&E(Research & Education).

• We like to be a leading Juniper partner for service automation.

Next Step

Thank youThank you

Going to Business WithAutomated Support and Prevention

Dwayne Thaele, Product Manager

Direction of Support ServicesAutomation – Automation – Automation

Customer Experience

Strategy

Technology Adoption Strategy

Support Modernization

Strategy

Customer Engagement

Strategy

2016 Support Transformation

Source: TSIA State of Support Services 2016

Support services will only be able to

scale by embracing an attitude of

extreme automation

It is important to have knowledge content

available and consistent no matter how the

customer chooses to engage with your

organization

Need to measure and reduce customer

effort, particularly for support interactions

Technology companies must now become

focused on a customer’s successful use of

products and services

Customers today want personalized, proactive support

Juniper’s Automated Support and PreventionDelivering the Best Support Experience Possible!

Reactive Focus

Based-on Juniper Experts Immediate Response Automated Remediation Faster Resolution Times

Proactive Focus

Targeted Product Insights Actionable Reports Risk Identification Effective Upgrade Planning

Juniper Technical Assistance Center (JTAC)

End-Customer Network

Service Partner

Complete End to End Solution

100% Automated

Automated Support

and Prevention

Juniper’s Approach to Partner EnablementAutomated Support and Prevention

Operate

Optimize

Plan and Build

Partner Professional Services (PPS) Project focused

Consultative

Premium Partner Enablement (PPE)

Proactive

Advisor

Partner Support Specialist (PSS) Efficient

Effective

Powered by Automated

Support and Prevention

Powered by Automated

Support and Prevention

Enhanced by

Automated Support and

Prevention

Juniper’s Automated Support And PreventionMarket-leading Products with Integrated Support – Engineer-in-a-box

Technical Expertise Integrated with our Products

Juniper Routers, Switches, & Security

Products

Juniper JTAC Experts & Specialists

Troubleshooting Expertise

AutomatedEvent Detection

AndResponse

Fast Problem Resolution Actionable Reporting

CustomersAnd

Partners

Juniper JTAC

Automated Data Analysis and

Resolution

Value-Added Reporting Expand Your Services To Customers – Enhanced for Partners

Help Customers with:

Focus Planning Prevention

Actionable Detailed Targeted

CS Work Center

JTAC Workbench AS Workbench

Automated Support and Prevention

Data Infrastructure

JSS Hadoop

Global Services Acceleration

Service Management Operations Support

(SMOS)

Advanced Services Enablement Team (ASET)

Next Gen. Portals

MySupportPersonalized

Portal

Partner Support Tools

Device Monitoring Automation

Service Now and Service

InsightJCATS/ CODA

Delivering Essential Benefits to Partners

Differentiated Support Experience

Optimized Processes and Resources

OpEX

Loyalty Revenues

New Value Added Services

Revenues

Incremental Product Sales

CODA

JCATS

JDI

Integration

• GA in Feb 2016• Submit files for analysis without a case

Juniper Case Attachment Tool SuiteEvolution and Value

• PRs automatically updated when core files added

• All PR backtrace info available to BAM for cases and PRs

• Always used! • Analyzes all data files automatically• Dramatically reduces time to resolution

Common Data Analyzer (CODA) – New Process

Automated Analysis Tools

RSI AnalyzerBacktrace Matcher

CreateCase

JCATS

Customers and

Partners

Email CODAService

PartnersOnly

New!

CODA is a new way to access automated tools, not a new tool Works on file input from emails, not from cases Rapid Response Reduce Case Creation

JCATS + Service Now = Faster Incident Resolution

Without JCATS

19.1 Days (Avg)

JCATS only

13.8 Days (Avg)

JCATS + Service Now

9.9 Days (Avg)

28%

48%

Decrease OpEx

Increase Loyalty

Enabled by Big Data Infrastructure

Next-Generation Portals

Today’s CSC Landing Page Tomorrow’s Personalized Support Portal

Dynamic, Personal, Relevant and Real-time An interactive dashboard of dashboards

Personalized Content Support Info - Case / RMA / Contract Software & Supportability Info

o General Usageo Static Informationo Simple Links

Next Gen. Portals

MySupportPersonalized

Portal

Partner Support Tools

MyJuniper

Thank youThank you

Services Advisory Council END OF DAY 1