1© 2002, Cisco Systems, Inc. All rights reserved.
Services and Supportfor Cisco IP Communications
222© 2002, Cisco Systems, Inc. All rights reserved.
Agenda
Customer Focus Culture
IP Communications Challenges
The Cisco Service Blueprint
Cisco Service Value
Cisco Service Portfolio
222
333© 2002, Cisco Systems, Inc. All rights reserved.
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
444© 2002, Cisco Systems, Inc. All rights reserved.
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
555© 2002, Cisco Systems, Inc. All rights reserved.
Accelerate customer success with Ciscothrough innovative Services and world-classpeople, partners, process, and tools.
Customer Advocacy Mission
555© 2002, Cisco Systems, Inc. All rights reserved.
666© 2002, Cisco Systems, Inc. All rights reserved.
Agenda
Customer Focus Culture
IP Communications Challenges
The Cisco Service Blueprint
Cisco Service Value
Cisco Service Portfolio
666
777© 2002, Cisco Systems, Inc. All rights reserved.
IP Communications Challenges
• All applications are business-critical
• Minimize complexity
• Return on investment
• Rapid deployment
• Integration and migration strategies
• Lack of resources and expertise
• End-user acceptance
888© 2002, Cisco Systems, Inc. All rights reserved.
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?
888© 2002, Cisco Systems, Inc. All rights reserved.
999© 2002, Cisco Systems, Inc. All rights reserved.
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
101010© 2002, Cisco Systems, Inc. All rights reserved.
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.)
111111© 2002, Cisco Systems, Inc. All rights reserved.
Agenda
Customer Focus Culture
IP Communications Challenges
The Cisco Service Blueprint
Cisco Service Value
Cisco Service Portfolio
111111
121212© 2002, Cisco Systems, Inc. All rights reserved.
Would You Build a BuildingWithout a Blueprint?
131313© 2002, Cisco Systems, Inc. All rights reserved.
Cisco Blueprint for Success
Steps toSuccess
ManagedServices
SpecializedPartners
ProvenMethods andProcedures
Service Blueprint
CiscoCase
Studies
CiscoPortfolio
131313© 2002, Cisco Systems, Inc. All rights reserved.
141414© 2002, Cisco Systems, Inc. All rights reserved.
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
141414© 2002, Cisco Systems, Inc. All rights reserved.
151515© 2002, Cisco Systems, Inc. All rights reserved.
Steps to Success Blueprint:Presales to Procurement
• Service Offering
Specialized Partners
Cisco Technology ApplicationSupport bundles
• Service Offering
Specialized Partners
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
161616© 2002, Cisco Systems, Inc. All rights reserved.
Breaking Down the Steps to Success:Planning and Design
• Service Offering
Specialized Partners
Cisco TechnologyApplication Supportbundles
• Service Offering
Specialized Partners
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
171717© 2002, Cisco Systems, Inc. All rights reserved.
Breaking Down the Steps to Success:Installation, Implementation, Integration
• Service Offering
Specialized Partners
Cisco Total ImplementationSolution
Cisco TechnologyApplication Support bundles
Web-based user training
• Service Offering
Specialized Partners
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
181818© 2002, Cisco Systems, Inc. All rights reserved.
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
191919© 2002, Cisco Systems, Inc. All rights reserved.
Agenda
Customer Focus Culture
IP Communications Challenges
The Cisco Service Blueprint
Cisco Services Value
Cisco Service Portfolio
191919
202020© 2002, Cisco Systems, Inc. All rights reserved.
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
212121© 2002, Cisco Systems, Inc. All rights reserved.
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
222222© 2002, Cisco Systems, Inc. All rights reserved.
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
• 4 patentspending
• 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
• 2 patentspending
• 6 books
• Keycontributorto RFCstandards
• Chief architectfor first MPLS/VoIP network
• 2 patentspending
• 6 books
• Keycontributorto RFCstandards
232323© 2002, Cisco Systems, Inc. All rights reserved.
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
242424© 2002, Cisco Systems, Inc. All rights reserved.
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
252525© 2002, Cisco Systems, Inc. All rights reserved.
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
262626© 2002, Cisco Systems, Inc. All rights reserved.
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
262626© 2002, Cisco Systems, Inc. All rights reserved.
272727© 2002, Cisco Systems, Inc. All rights reserved.
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
282828© 2002, Cisco Systems, Inc. All rights reserved.
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
292929© 2002, Cisco Systems, Inc. All rights reserved.
Agenda
Customer Focus Culture
IP Communications Challenges
The Cisco Service Blueprint
Cisco Service Value
Cisco Service Portfolio
292929
303030© 2002, Cisco Systems, Inc. All rights reserved.
Cisco Services Portfolio
TechnicalSupport Services
TechnicalSupport Services
AdvancedServices
AdvancedServices
AdvisoryServices
Accelerate Customer SuccessAccelerate Customer Success
Network VirtualOrganization
InvestmentOptimization
InvestmentProtection
Application
Network
Device
313131© 2002, Cisco Systems, Inc. All rights reserved.
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
323232© 2002, Cisco Systems, Inc. All rights reserved.
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
333333© 2002, Cisco Systems, Inc. All rights reserved.
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
343434© 2002, Cisco Systems, Inc. All rights reserved.
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
353535© 2002, Cisco Systems, Inc. All rights reserved.
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
363636© 2002, Cisco Systems, Inc. All rights reserved.
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
373737© 2002, Cisco Systems, Inc. All rights reserved.
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
383838© 2002, Cisco Systems, Inc. All rights reserved.
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
393939© 2002, Cisco Systems, Inc. All rights reserved.
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
TechnologyApplication
Support
TechnologyApplication
Support
404040© 2002, Cisco Systems, Inc. All rights reserved.
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
404040© 2002, Cisco Systems, Inc. All rights reserved.
414141© 2002, Cisco Systems, Inc. All rights reserved.
Consultative Approach
Gap Assessment/
Customer Needs
Services MappingROI Analysis
QuarterlyBusiness Reviews
Time
Val
ue
424242© 2002, Cisco Systems, Inc. All rights reserved.
Employ the Experts with the Tools, Knowledge, andPeople to Plan and Design for a Solid Foundation
434343© 2002, Cisco Systems, Inc. All rights reserved.
Agenda
Customer Focus Culture
IP Communications Challenges
The Cisco Service Blueprint
Cisco Service Value
Cisco Service Portfolio
434343
444444© 2002, Cisco Systems, Inc. All rights reserved.
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
444444© 2002, Cisco Systems, Inc. All rights reserved.
454545© 2002, Cisco Systems, Inc. All rights reserved.
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
454545© 2002, Cisco Systems, Inc. All rights reserved.
464646© 2002, Cisco Systems, Inc. All rights reserved.
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
464646© 2002, Cisco Systems, Inc. All rights reserved.
474747© 2002, Cisco Systems, Inc. All rights reserved.
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
474747© 2002, Cisco Systems, Inc. All rights reserved.
484848© 2002, Cisco Systems, Inc. All rights reserved.