Supporting Services

Report
Services foundation
Steve Angell
Oct 2011
© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
1
Technical Support
(TS)
TS +
Advanced Services
(AS)
TS + AS +
Alternate Business
Models
Business Value
Alternate Business
Models
Assured Operate
Advanced Services
Assured Platform
Advisory Services
Assured Build
Planning, Design and
Implementation
Outcome based
services
Testing & Validation
Converged Services
SP Base
Migration
SMARTnet
Network Assurance
Managed Services
Enablement
Product Focus
Architecture /
Solution Focus
© 2010 Cisco and/or its affiliates. All rights reserved.
Business Outcome
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© 2010 Cisco and/or its affiliates. All rights reserved.
Transaction
Subscription
SKUs from price list
AS Order Description
(ASOD) based
Requires Master Services
Agreement (MSA)
between Cisco and
Customer
TS Quoting tools
AS Pricing Tool used for
quoting
Invoice in advance and
recognise revenue
monthly
Statement of Work Based
Defined scope and
milestones
Assigned Cisco PM
Invoice and recognise
revenue upon completion
of milestones
Commercial Contracts
Team approval required
Can be used with
standard Terms &
Conditions in absence of
Master Services
Agreement (MSA)
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•
Assurance
services
•
•
•
•
Availability management
Capacity management
Performance management
Fault management
Optimization
Services
•
•
•
•
Operational/Annual assessment
Network Health checks
Network Change support
Continuous learning
Remote
Management
Services
• Proactively monitors the customer
network around the clock
• Manages incidents and taking the lead
in co-managing the network.
• Change management
Focused
Tech Support
•
•
•
•
Root cause analysis
Software/security risk assessment
Change management support
High-touch tech support
Tech Support
•
•
•
•
Cisco.com/TAC access
Advance hardware replacement
Multiple Service Level – 24x7/NBD/RTF
Software updates/Upgrades
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All underpinned by Service Level Agreements that support the quality of the services offered.
© 2011 Cisco and/or its affiliates. All rights reserved.
4
Advisory
services
• Strategy and Planning
• Business Architecture (eg transformation)
• Mgmt services (eg Architecture office)
AS Custom
• Individually scoped and priced
• Can include sub-contractors, or various
priming modes.
AS PDI
•
•
•
•
AS Fixed
Scope
• Targeted services that are simple to sell
• Fixed scope and Fixed price
Predefined Scope & SoW (variable price)
Marcom with benefits and value
Usually Cisco only to partner / Customer
Designed for most AS projects
Collaborative
AS Fixed Scope
and PDI services
are/ outlined
on:
• Fixed scope
Price services
for
Professional
Partners
http://wwwin.cisco.com/CustAdv/services/advtech/
Services
•
Cisco
CiscoConfidential
Confidential
All underpinned by Service Level Agreements that support the quality of the services offered.
2010Cisco
Ciscoand/or
and/oritsitsaffiliates.
affiliates.All
Allrights
rightsreserved.
reserved.
©©2011
5
So how to design services to meet opportunity needs
Managed
Services
Classic
Resale
Customer
Premise
Equipment
Delivery
Platform
CPE-based
Services
Customer Hosts CPE
Consumption
Model Dedicated
On Premise
© 2010 Cisco and/or its affiliates. All rights reserved.
Managed and Cloud Services
Hosted
Communication
Solutions
DaaS / IaaS
SaaS
MSP Hosts Next-Generation Data Center
On-Demand
On Demand
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6
Asset Ownership variance
Name
Who
Builds?
Build Integrate
Transfer
Cisco
(AS
PDI)
Build Operate
Transfer
(MSP Owned)
Cisco
Who
Manages?
When does
MSP
Operate?
When MSP
take ownership
of assets
MSP
When
Platform has
passed ready
for use tests
Cisco first,
MSP after
transfer
Build Operate
(Cisco Owned)
Transfer
Cisco
Cisco first,
MSP after
transfer
Build Own
Operate or
“White Label”
Cisco
Cisco
•
•
•
•
Asset
Ownership
Asset
Location
local legal
entity
required?
Upon Shipment
MSP (BAU or
Capital funded)
MSP
No
After
accepting
Operational
responsibility
Upon Shipment
MSP (BAU or
Capital funded)
MSP
No
After
accepting
Operational
responsibility
After accepting
Operational
responsibility
Cisco first then
MSP (BAU or
Capital funded)
MSP
Yes
Never
Never
Cisco
Cisco or
MSP
Yes
"Transfer" refers to the transfer of operational responsibilities and/or assets
"Manages" refers to who operates the platform
"Ownership" also refers to Cisco Capital or 3rd party financing company
If Cisco is selling to an Enterprise end-user, substitute "customer" for "MSP”
Design / Operational Responsibility variance
Name
Build Integrate
Transfer
Build Integrate
Transfer
Scope / Attributes
Cisco builds and integrates the platform, but
transfers ownership/title to the MSP upon
shipment of the equipment then Design and
Operational responsibility when the platform
is ready for use (upon acceptance).
As above plus assured component
Hand over to Customer Operations
Example Supporting Services
AS-T PDI services
Transactional based payment
KPIs: SoW defined functional tests
(AS PDI + TS)
AS-T PDI services plus Completion based on
acceptance tests linked to KPIs
Transactional based payment (built into contract)
KPIs: Delivery / schedule, Design Acceptance tests
(Assured Build)
Build operate
Transfer
As above plus ongoing Program mgmt
Capacity / Availability management
Ownership of Platform Design
Performance management
Release / Change Management
Support for Problem management
Test and Validation (optional)
Build Operate
Transfer or
BOO
Cisco builds/integrates the platform and
operates it for an agreed period of time.
Examples are:
Platform / Solution monitoring
Incident management
Problem management / initiation
Customer relationship management
As per above plus:
Maintenance services with SLO / SLA
Ongoing services to optimize the platform, advise of
capacity growth, risk mitigation, release and change
mgmt., etc.
Knowledge sharing for Customer Ops
Subscription based Platform Pricing
KPIs: Capacity and availability
(Assured Platform)
As per above plus:
Platform / Solution monitoring, platform operation
services
Subscription based Platform Pricing
KPIs: response & restoration and performance
(Assured Operate)
Impact to delivery services
Commercial
Model
Service Needs
Customer Drivers
Delivery Services
• Architecture and Design
scalable to fit Growth plans
• SmartNet / SAS
• Limited Capacity management
Customer Leverage Own NOC for
operations and provisioning
Customer can manage optimization of
solution
Cash flow in line with revenue
Architecture and
designed to scale,
Optimised as it grows
as required for KPIs
Maintenance services
• As above plus
• Management of production
and pooled devices
• Optimisation Services for
Assurance requirements *
As Above plus
Flexible in platform for transience
capacity
Optional assurance
Time to market for new Customers
As above, plus
measurement and
Capacity management
Utility (Pay for
Use)
• As above plus
• PMO services to manage the
usage of the solutions
• Solution Assurances for
Capacity and Availability *
• Platform performance *
Agnostic about architecture, but focus
on the services.
Technology ready for next service
Capacity growth and expansion
Technical risk mitigation
Availability SLAs* or SLOs
No Capex investment
Platform management
services or complete
operation including
user provisioning.
KPIs: Capacity and
availability
Outsource
• Either Assets transfer to Cisco
(called an ‘asset heavy’
model), or ownership/title is
retained but management of
the assets transfers to Cisco
(an ‘asset light’ model).
Risk mitigation
Cost reduction
Not core business
Not a recommended
Delivery model
Pay as You
Go
Flexible
Demand
Partner
Assured Build
Solution Build
Assured Operate
Solutions Prepare,
Solutions Prepare,
Plan and Build
Plan and Build
Plan and Build
Solution Maintenance Support
Solution Maintenance Support
Solution Maintenance Support
PMO / PM and Governance
PMO / PM and Governance
PMO / PM and Governance
PMO / PM and Governance
Knowledge Transfer
Knowledge Transfer
Knowledge Transfer
Knowledge Transfer
Platform Design Management
Platform Design Management
Platform Design Management
Platform Design Management
Capacity / Availability Mgmt
Capacity / Availability Mgmt
Capacity / Availability Mgmt
Architecture & Capacity / Availability Mgmt
Engineering
Release / Change Management
Problem Management
Support
Test and Validation
End Customer
Support
Assured Platform
Solutions Prepare,
Maintenance Solution Maintenance Support
Platform
Operations
AS Optimise
Cisco
Release / Change Management Release / Change Management
Problem Management
Problem Management
Support
Support
Test and Validation
Test and Validation
Release / Change Management
Problem Management
Support
Test and Validation
Platform Monitoring
Platform Monitoring
Platform Monitoring
Platform Monitoring
Problem Management
Problem Management
Problem Management
Problem Management
Incident Management
Incident Management
Incident Management
Incident Management
Change Management
Change Management
Change Management
Change Management
Configuration Management
Configuration Management
Configuration Management
Configuration Management
Service Fulfillment
& Activation
Service Fulfillment
& Activation
Service Fulfillment
& Activation
Service Fulfillment
& Activation
End Customer Billing
End Customer Billing
End Customer Billing
End Customer Billing
End Customer Help Desk
End Customer Help Desk
End Customer Help Desk
End Customer Help Desk
End Customer Relationship
Management
End Customer Relationship
Management
End Customer Relationship
Management
End Customer Relationship
Management
Supporting Services
Built from Service Catalogue
Step Financing
Aligning Costs to
Revenue
Multi-Term
Financing
Aligning Costs to
Revenue/ Smarter
Refresh Cycle
• Step financing
Mandatory Service
For each defined offer
Targeted Services
• Multi-term financing
Based on Customer specific needs
(VDI, Virtualization, cloud, etc)
Optional Services
Subsidized Base
Aligning Costs to
Revenue
• With financing
• Without financing
To add value by sharing risk or taking
on more responsibility
Decision
Trees
Pay As You Grow
Standby Capacity
• Core (Cisco led, no financing)
• PAYG I (with financing)
• PAYG II (with financing)
Service
Pricing
Flexible Demand
Usage-Based
© 2010 Cisco and/or its affiliates. All rights reserved.
What is the business
reason for the solution
and how the right
service can be picked
Using business rules
create the pricing model
for the customer
• Burst Capacity
• Hybrid PAYG
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11
Business and
Technology
Strategy
Alignment
Business
Value
Justification
Network
Architectural
Planning
Technology
Readiness
Assessments
Business
Solution
Architecture
Planning
Advanced
Technology
Strategy Support
Foundation
Technology
System Design
Advanced
Technology
Planning and
Design
Network
Migration
Planning
and Support
IT Process
and
Governance
Ongoing
Network
Performance
Tuning
Project and
Change
Management
Operational
Readiness
Assessment
Network
Change Support
Software
Analysis and
Support
© 2010 Cisco and/or its affiliates. All rights reserved.
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12
Each Whole Offer or offer for a customer requires specific delivery building blocks chosen
using these guidelines:
• Chosen Architecture or solutions
• Customer business needs and the matching “right” commercial offer
These offers are Risk offload, not cost offload (premium)
• Customer and Partner service delivery strategy
• Customer Culture (for service content and success factors)
Sharing knowledge, Internal communications, handling change, how process oriented are they, etc
• Customer and Partner capabilities and availability of resources (skills and Coverage)
• Customer and Cisco preferred operating model
• Risk and Responsibility sharing
• Desired speed of execution
• Assurance requirements
• Position Cisco Services using the framework to ensure customer success
Focus on “Recommended” services for Medium & Large account opportunities
© 2010 Cisco and/or its affiliates. All rights reserved.
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13
Thank you.
SP Assurance Services
SLAs, SLOs and NHI
Fault Mgmt
Service
Avail. Mgmt
Service
Perf Mgmt
Service
• New Real Time
Reliability SLA: Time
Between Failure
• Granularity at the
Device, Network and
Service Level
• Possibility to include
Custom Reliability
metrics as collected
by PNOC for each
Solution
• Inclusion with other
NOS offerings for
new Network
Reliability SLA
offerings
• Operational SLAs for
each Service Tier
• New Real Time
Network Availability
SLA
• Granularity at the
Device, Network and
Service Level
• Possibility to include
Custom Availability
metrics as collected
by PNOC
• Inclusion with other
NOS offerings for
further evolution of
current Network
Availability SLA
• Operational SLAs for
each Service Tier
• New Real Time Delay,
Loss, Jitter
Performance
Management SLAs
• Granularity at the
Device, Network and
Service Level
• Possibility to include
Custom Performance
metrics as collected
by PNOC for each
Solution
• Inclusion with other
NOS offerings for new
Network Performance
SLA offerings
• Operational SLAs for
each Service Tier
Capacity Mgmt
Service
• New Real Time Logical
and Physical Capacity
Management SLAs
• Granularity at the
Device, Network and
Service Level
• Possibility to include
Custom Capacity
metrics as collected by
PNOC for each Solution
• Inclusion with other
NOS offerings for new
Network Performance
SLA offerings
• Operational SLAs for
each Service Tier
Network Health Index: Calculated in Real Time for each Service Product and also available for SLA inclusion
Presentation_ID
© 2008 Cisco Systems, Inc. All rights reserved.
Cisco Public
15
Evolve Portfolio With Smart Capabilities
Enhanced Value & Create Differentiation




Evolve from a Reactive to Proactive support services
Build Predictive capabilities through better Analytics
Deliver a Pre-emptive Day 2 support model
Tiered portfolio with different service level
Pre-emptive Capabilities
Pre-emptive
(Real time
Management of Fault, Availability Performance,
Capacity to drive outcomes)
Offers
 Assurance
Services for IP
NGN
Predictive Capabilities
(Real-time Offers
monitoring, Network Health Framework I&II)  Network Health
Predictive
Analysis & Reporting
 Benchmarking
Proactive
Network-level Smart Capabilities
(IB Management, Alerts & Notification, Diagnostics,
Network Optimization)
Reactive
Traditional Services
(TAC Support /CCO/AR/
Software updates/High Touch)
Device
Presentation_ID
Network
© 2008 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
Offers
 SP NOS
 Total Network Care
(integrated offers)
Offers
 SP Base
 FTS
Operations
Services
16
AS Fixed (AS-F)
Fixed Scope Services
AS Transaction (AS-T)
SOW-based Services
AS Subscription (AS-S)
Optimization Services
Quoting
•
•
•
•
• SOW OR Budgetary Proposal
Template
• Customized quoting and scoping
• Custom milestone invoicing
• Custom Pricing
• Manual Quoting (ASPT)
• Variable Pricing (med degree of
variability)
• ASPT based Pricing
• Internal quoting (CSCC)
Ordering
• Online orderable in Cisco
Marketplace via Ordering Tool
• Purchase Order is the evidence of
arrangement
• Faxed Ordering Process
• Signed contracts and PO are
evidence of arrangement
• Available for Direct and 1Tier
• Faxed Ordering Process
• Quote (manual) and PO are evidence
of arrangement
• Available for Direct, 1 Tier, 2 Tier
Booking
• Deal review and approval required
only for NON-STANDARD deals
(MDM) – with streamlined process
• Contracts Management and Corp
Revenue as interim checkpoints
• Booking validations required
• Deal review and approval required
(MDM)
• Contract Management and Corp
Revenue review required
• Booking validations required
• Deal review and approval required
(MDM)
• Booking validations required
Delivery
•
•
•
•
•
• May be adjusted via Change
Management process.
• Milestone Completion Certificate –
signed by contracting party
• May be adjusted within Services
Description via Flexible Delivery
process.
• No Change Request process
Invoicing
• Invoicing (100%) following service
completion, based upon completion
certificate.
• Custom invoicing per milestone
• Invoicing based upon Milestone
Completion Certificate.
• Invoicing (100%) in advance
Finance
• Revenue treatment as completed
deliverable with receipt of Click to
Accept
• Revenue assessment required
• Milestone Completion Certificate
• Revenue treatment as ratable
• Duration of contract determines
completion.
No flexibility in configuration
Fixed Pricing
No Scoping allowed
Price list data sheets
Fixed scope and deliverables
Fixed price/fixed margin delivery
Fixed Delivery / No Flexible Delivery
No Change Request process
Click to Accept signifies completion
of delivery– by billable party
© 2010 Cisco and/or its affiliates. All rights reserved.
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17
Cisco
Optional Service
Partner
Prepare / Plan
Design
Build
Project Management
/ PMO
Business Requirements
Design kick-off
Site readiness
Project management
Staging and Logistics
Service Assurance
Governance
Implementation
Logistics and Order Mgmt,
Process (Provisioning)
Technology Strategy
Operations Strategy
Platform Architecture or
High Level Design (HLD)
Proof of Concept
Network Assessment
Operational Assessment
Low Level Design (LLD)
Staging Plan
Implementation Plan
Platform Ready For Use
plan
Platform Acceptance
Migration / Migration Support
Knowledge transfer
Migration Plan
Operations / Staffing
Implementation Plan
Business Readiness
Implementation Plan
Support initial end
customer deployment
Management S/W integration
Staff Training
Business Readiness
Testing
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Cisco
Platform Design
Management
Capacity / Availability
Management
Project Management
/ PMO
Partner
Optional Service
Design Strategy, reviews and
Implementation
Capacity / Usage monitoring
Project management
Network Management
Reviews and Strategy
Availability monitoring
Service Assurance
Management
Performance Audits
Logistics and Order Mgmt,
Process
Management S/W Integration
Design Support
Forecasting
New capacity ordering
Release / Change
Management
Knowledge
Management
Remote Knowledge Transfer
Software / Hardware Strategy
Problem Management
Support
Major Change Management
Solution problem support
to TAC
Technical Knowledge library
Staff training
Test and Validation
User configuration changes
Unscheduled change support
New release / Platform testing
Level 1 support
© 2010 Cisco and/or its affiliates. All rights reserved.
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