Cisco Connect 2018 Malaysia

1. Kumaran Kandasamy
Senior Manager, Technical Services
Cisco Services:
Guiding Your Digital
Transformation
March 15, 2018

2. What's Driving Digital?
Cloud
80% of organizations will primarily use SaaS by 2018.4
IoT
More than 50 billion more devices expected by 2025.2
Analytics
75% of companies are investing or planning to invest in big data in the next two years.3
Mobility
7.9 billion devices and connections.1

3. Pinpointing
rainforest
destruction
Re-
Engineering
Waste
Heroic
Tech
Sensing
Rare
Materials
Super
Plants
Digital
Governing
Wind-
Powered
Trains
Pollution-
monitoring
Moss
Robot
Mosquito
Killers
Critical Infrastructure

4. The market is evolving. IT landscape is evolving.
IT complexity increasing
Higher demand for services
Business innovation, transformation, growth

5. Traditional product support is no longer enough
Software
$600B by 2021
(8% growth YoY)
Solutions
Centralized support
is expected
Networks
Business continuity
is critical

6. Operational
challenges as
IT evolves
IT inefficiency impacts business
Resources are constrained
Downtime is not an option

7. Enhance
operations
Unlock
value
Maximize
uptime
43%
Faster
resolution
70%
Fewer
outages
2.6X
Increased
video usage
20%
Faster customer
onboarding
Services. Accelerated.

9. Foundational
services
High-value
services
Network
Solution
Software
Product
v
TS Advantage, SP Advantage,
Cisco Managed Services
Solution Support
Software Support
Enhanced and Premium
Foundational Support
Technical Services can help you succeed

10. • Incident management KPIs
• Customer benchmarking
• Incident trend analysis
• Software consumption
analytics
Actionable
Analytics
• Onboarding and adoption
• Configuration best practices
• Workflow integration
• Automated monitoring and
incident detection
Onboarding &
Best Practices
• 50M+ networks installed
• 12K engineers, architects
and advisors
• 25K certifications
• In-depth knowledge of
customer environment
• Third-party ecosystem
support
• Global service delivery
model and presence
• Choice of coverage models
Scale &
Flexibility
Efficient
operations
High-value services
Built on world-class support and IT innovation
Outcomes
Faster
resolution
Increased
uptime
Higher
ROI
Networking
Expertise
Maximize uptime Enhance operations Unlock value

11. • Foundational supportBasic
• Designated service management
• Highest priority cases
• Workflow integration
Premium
• Prioritized cases
• Direct access to technical experts
• Technical onboarding and adoption
Enhanced
Software Support

13. SD-Access Solution
Software Hardware
Cisco
Solution Support
Solution Support for the Network Intuitive
Multi-vendor
Service

14. • Primary point of contact & solution expertise
• Product support team coordination
• Case management to resolution
• Onboarding for faster ROI
Solution
Support
43% Faster resolution

15. Cisco Solution Support
Cisco® solution expertise and
accountability for centralized issue
management and resolution among
Cisco and technology partner
products in our covered multivendor
solutions. Includes Cisco product
support and solution-level support in
a single service.
Cisco
Solution
Support
Primary
Point of
Contact
Solution
Focused
Expertise
Coordinates
Between Key
Vendors
Manages
Case to
Resolution
Centralized Support for Today’s Multivendor
Environments

16. Application
Centric Infrastructure
CloudCenter
Contiv Open Source
Data Center
FlexPod®
OpenStackTM
SAP HANA
Tetration Analytics
VersaStackTM
Get coverage across every solution portfolio
Collaboration
Hosted Collaboration
Solution
Data Center Service Provider
IP Media for Fabric
Service Provider
Mobility
IoT
Connected
Manufacturing
Connected Utilities
Digital Platform
for Cities
Digital Transportation
Instant Connect and
Video Surveillance
Smart City LoRa
Cisco Vision Dynamic
Signage Director
Networking
Cisco Apple
Enterprise Mobility
DNA Software
Defined Access
Enterprise Network
Function
Virtualization
Intelligent WAN
Mobile Experience
Security
Security Solutions
Collaboration

17. Customer Case Studies

18. • Personalized support
• Customer benchmarking
• Measurable KPIs
• Actionable analytics
Technical
Services
Advantage
70% Fewer outages

19. Customer benchmarking in TS Advantage
Initial Solution Times
-49%
Median (Adj.)
Average (Adj.)
4 min
5 min
5 min
7 min
Peers
Continuous improvement
Competitive differentiators
Better business decisions

20. • Technical Services Advantage (Silver)
Major Biotech
Company
Improving Business Continuity with
24/7 Support
40% reduction
in number of
incidents
44% reduction in
resolution time
OPEX
expenditure
optimized by more
than 25%
Business-
enabling
technologies
and capabilities

21. Automation, technology adoption & onboarding
Networking expertise & best practices
Global scale, flexibility & multivendor support
Actionable analytics & operational insights
Why Cisco High-value services?

22. Global experience
and scale
Technology
visionary
Unmatched networking
leadership
Why Cisco Services is your best partner
J.D. Power Certified Technology Service and Support Excellence
Engineering
access
worldwide
24/7
365
Fortune 100
companies
Professionals
certified
Networking
technologies
Networks
installed
>50M
3M
11Years
12k Engineers,
architects, advisors
25k Expert
certifications

24. Backup Slides

25. Quick ROI
Fast, effective
technology
adoption
Accelerate
issue resolution
Prevent issues
from occurring
Bell
Excellent Service Quality
• SP Advantage
• Business Critical Services
“The Cisco SP Advantage team is intimately familiar
with our service delivery and the associated
customer solutions and can
restore service quickly if there is an outage.”
- Craig Hudgins, Sr. Manager, Technical Architecture

26. There’s Never Been a Better Time
of these digitization efforts
will be successful*
Only
30%
of companies have a plan
to prepare for digital
business transformation**
Only
25%
companies do
not succeed:
failure to innovate*
#1
Reason
What’s the risk of failure?
And why?

27. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public
The Race Is on to Digitize
of the Fortune 1,000
expect to undertake a
digital project by 2017**
95%
of businesses
will become fully
digital by 2020*
75%
incumbents by industry
will be displaced by
digital disruption over
the next 5 years**
~4/10
*Source: Gartner: Top 10 Strategic Predictions for 2015 and Beyond: Digital Business Is Driving 'Big Change’
**Source: Digital Disruption: Displacing Incumbents, Reshaping Markets, Digital Vortex, Where to Begin Your Digital Journey to Digital Value in the Private Sector
But not every project is successful
And the there are grave threats for failure

28. © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public
There’s Never Been a Better Time
of these digitization efforts
will be successful*
Only
30%
of companies have a plan
to prepare for digital
business transformation**
Only
25%
companies do
not succeed:
failure to innovate*
#1
Reason
*Source: Gartner: Top 10 Strategic Predictions for 2015 and Beyond: Digital Business Is Driving 'Big Change’
**Source: Digital Disruption: Displacing Incumbents, Reshaping Markets, Digital Vortex, Where to Begin Your Digital Journey to Digital Value in the Private Sector
What’s the risk of failure?
And why?

29. Achieving peak performance
87%
4.5M 45M
support website
visitors/month
years average
engineering
experience
Advance
replacement in
186
1300+ Depots
in132 countries
$11.8B 860,000
170,000
solved online
mobile push
notifications
languages
17
180+
countries6
online service
requests
quarterly
Parts deliveredin spare
parts inventory
issues
unique
annually
countries

30. Proactive software support
• Direct access to technical experts
• Software configuration guidance
• Prioritized case handling over Basic
Technical on-boarding and adoption
• User adoption
• Technical adoption support for
software integration
• Learning and training
Highest priority case handling
Designated service management
• Specialized technical knowledge
• Customer workflow integration
• Incident, escalation and change
management
• Software updates consultation
Advanced technical adoption
• Adoption plan and strategy advice
• Quarterly business reviews
• Advanced support analytics
24x7 technical support
Knowledge base access
Software updates
• Maintenance, minor and major
software release updates
Self-service adoption
• Anytime online support, adoption
tools and community support
Basic included Enhanced included
Software Support options
Enhanced PremiumBasic

31. Our customers benefit from how we partner
Services
through
partners
81%
Distributors
700K Cisco Service Partners in
100+ Countries
67K