[Cisco Connect 2018 - Vietnam] Jijun cai present - cisco connect 2018 vn- cisco services

Editor's Notes

• #3: Digital transformation remains a major C-suite focus, naturally. And for the CIO that translates into a long list of focus areas. For a long time, businesses have used IT service providers to augment skills and resources internally. In our research, 74% of VP-level decision makers say that using IT services is essential to their success. And 54% say they actively plan to increase their use of IT services in the year ahead. 70% of IT spend is on maintenance and only 30% is on innovation (Gartner) Due to the increasingly threats, complexities and pressure, IT departments’ mindsets are to keep things working rather than focusing on innovation inside of IT due to a lack of skills and knowledge. IT departments can move from the defensive a more offensive strategy by partnering with Service vendors that take more of a predictive view and leverage automation to ultimately accelerate innovation. Automation doesn’t displace the IT team, rather it allows them to focus on the things they want to spend time on (the 30 percent).
• #4: And as CIOs set out to pursue those areas of investment to realise their digital transformation objectives, one thing comes up time and again as the biggest barrier is the technical skills gap. We’ve surpassed a tipping point: the IT talent gap is not going away, ever. Rather than trying to eliminate it, leading organizations are focusing on how best to manage the perpetual gap brought about by the rapid pace of innovation and disruption that characterizes all industries. While organizations worldwide have acknowledged the digital skills and knowledge gap, the industry’s best efforts to fix it over the past decade — STEM training, reskilling, automation — have fallen short. The IT talent gap is real. It takes >100 days to fill any number of different positions in hot areas like cybersecurity or cloud, AI or big data, and salaries have grown along with demand. According to IDC's 2017 Global Digital Transformational (DX) Leader Survey, a lack of digital skills in the organization was cited as the single largest challenge to successfully implement digital transformation. Companies seeking to implement digital transformation are creatively looking to other sources of talent to enable their digital strategies. IT is one of the most challenging roles to fill globally. There is a shortage of talent in key areas such as IT, network architecture, security and automation — critical technical roles for which CIOs need qualified professionals. There is a significant risk that some CIOs and IT departments will fall further behind if they cannot properly address this critical skills shortage, putting their organizations in peril of losing their competitiveness. Data Points According to the IDC Worldwide Digital leader survey, 69% of respondents stated they lacked the right people, knowledge, and technology to transform. 70% of IT networking teams believe programming and scripting skills are must. But only 15% of the IT networking talent has these skills today. (source: Cisco Survey) According to projections, global cybersecurity workforce will have more than 1.5 million unfilled positions by 2020. (source: Frost & Sullivan) “Today’s digital skills and knowledge gap is growing into tomorrow’s talent epidemic.” “As this year’s many data breaches reveal, we need more digital skills and knowledge in the workforce.” “IT has reached a tipping point; companies need to look at outside resources that leverage AI and automation or risk being left behind.”
• #5: Companies must take a much more strategic view of what IT service providers can give them as part of a multi-sourcing model, using external IT providers and their partner ecosystems as an integral part of their plans. IT service providers give companies access to: Broad, collective expertise: honed through experience with many different customers and technologies. But it’s not just about the singular employee. Quality and results:  with the most mature methodologies and mature processes, the necessary certifications — and a depth of experience from a huge number of engagements. Innovation: not just individual creativity, but billions in R&D and access to the insights that unique large-scale data sets can generate. Flexibility: the ability to engage in all kinds of ways: fixed project, annual contract, to scale up and down, engage globally 24x7, even access their skills and resources through self-service. And they can often give you access to a huge ecosystem of partners to best fit your needs. Education and training: both through informal knowledge transfer during a project, and through formal training, onboarding and documentation.
• #6: To address both of these challenges, Cisco is introducing Cisco Predictive Services, which leverage AI and machine learning to optimize IT talent and knowledge for prevailing business priorities so that CIOs can remain at the forefront of unlocking growth and mitigating risk in their organizations.  Services must be built for the new reality: fast, flexible, focused on delivering outcomes in your most critical areas. By combining people + technology we deliver services that constantly learn, constantly adapt, constantly protect, with human flexibility and intuition and the speed and scale that only machines can deliver. Cisco is the first in predictive services and a force multiplier for organizations. We offer the power and intelligence of AI to our customers to solve their problems first and ultimately get closer to their end user/customer. Designed to be predictive and preemptive, the new Services offerings allow organizations to reallocate their IT spend and focus on innovation and growth. According to Cisco’s recent Services landscape report, the top benefits organizations are looking to achieve from IT services include filling key talent or skills gaps, access to unique expertise or capabilities and refocus internal staff on other priorities. Additionally, the strategic challenges where IT services are most important in helping to address include allowing IT to focus on strategic priorities rather than keeping systems running and increasing the speed at which they implement new technology to support business priorities.
• #7: And all that investment has paid off. We’ve achieved an unprecedented 11 years straight of JD Power Certifications for excellence in customer service, and 30+ TSIA Star wins. Three quarters of the Fortune 100 choose us, as well as dozens of countries and cities that work with us on digitisation. We’ve trained and certified 3 million professionals, and 80% consider Cisco certified staff more valuable and knowledgeable than individuals who hold another certification. And it’s made us a stable, profitable $12 billion business with loyal customers.
• #8: The key to our value is that we’re there for our customers at every stage of their project. The services we offer sit in six buckets across the IT lifecycle: Advisory services: Architect a strategy to use technology to achieve business goals Implementation services: Integrate new systems and software Optimization services: Extract value by simplifying and securing the IT environment Managed services: Shift focus to strategic activities to innovate and transform faster Technical services: Ensure IT works simply, consistently, and securely Training services: Develop talent truly capable of transforming businesses   And we offer services across all six of the technology “architectures” that Cisco offers, as well as the solution areas we offer for service providers So we’re there for them, whether they’re looking to chart a course to cloud, understand what the Intuitive networking capabilities mean for their business, design and test an IoT pilot, implement next-generation firewalls, optimize their usage of collaboration tools, manage their data centers, support their entire organization globally and consistently, or train their staff in security fundamentals. It’s important to note that we’re extending services across business critical technology silos…wireless, security, etc. Every customer has a heterogeneous environment and that Cisco can seamlessly manage it all.    Don’t forget third-party support as part of solution support, and the fact that in key areas like security services we’re truly vendor-neutral.
• #9: The next stage of evolution is here We are introducing two key service portfolios: Cisco Business Critical Services and High-Value Services
• #10: You may be familiar with our Optimization Services portfolio, which we’ve offered for more than ten years. In one sentence, optimization is about making sure that a company’s technology infrastructure runs well, delivers value, and stays current with the changing needs of the organization. We started out with our Networking Optimization Services (NOS) and then as we added new architectures, we added another optimization service. Today, we have some customers who have seven different Optimization Services and seven different delivery experiences. But although our structure might not have been optimal, customers have received huge value from our Services. In fact, through a recent IDC Business Value Study 2017, we discovered that our customers have been experiencing some very impactful results with Cisco’s Optimization Services – reduced downtime by 74% and OpEx by 21%, increased efficiency by 30% and as much as 262% ROI over a 5-year span. But customers have asked for help digitizing their current operations and transforming to new technologies that could drive their business forward. So we built upon the success of our Optimization Services with new innovations designed to speed value, and a streamlined offer that goes across architectures. We’ve also organized our service capabilities in a transformational framework that aligns to targeted customer outcomes at each stage of their journey. Today, we are introducing a new portfolio of subscription-based services, called Cisco Business Critical Services that delivers a consistent service experience.
• #11: Business Critical Services empowers customers through a transformational framework. In one sentence, what does business critical do and how does it do it? Business Critical applies actionable analytics, automation, compliance and world-class technology expertise to help our customers predict opportunities, preempt risks, and navigate technology transitions. This strategy is used across architectures to drive a consistent experience regardless of what technology is involved. We continue from our one sentence definition by learning where a customer is in their transformational maturity. Then, we apply our framework to recommend the service capabilities that map to one of three critical business and operational goals: Achieve cost efficiency and compliance Accelerate business agility Set their transformation agenda This all culminates in enabling customers to achieve a secure, efficient and agile environment across architectures.
• #12: We’ve added new service innovations to help our customers optimize continually and transformation journey. Analytics Now, customers can receive near real-time analytics through the Business Critical Insights portal, powered by an Artificial Intelligence engine. We’ve shared analytics with our customers in the past through manual report pulls and large 50+ page reports delivered once or twice a quarter to customers. The information was too overwhelming and too old to be perceived as impactful to customers. With this new AI engine and cloud-based portal, Customers can easily monitor KPIs, trends, correlations, benchmarking, and anomaly detection with ease. In addition, one of our experts will help them prioritize recommendations from this new portal. Automation We are helping customers automate critical tasks through new automation tools that automate TAC case submissions, predict issues and alert customers, and create testing environments up to 7x faster. Compliance and Remediation as part of Business Critical Services enables the achievement of successful outcomes by implementing our recommendations, automatically. We are able to automate audits and associated remediation for software upgrades, large configuration projects, and regulatory as well as industry standard compliance. Security protects against threats Our security offers more than an infrastructure; it’s a smart and holistic protection for your business, your customers, and your brand. We added Incident Reponses as a baseline to help start and drive security conversations and to help you ensure a secure customer experience.
• #13: The results have been dramatic. Global Entertainment Company Wi-Fi Analytics An Entertainment customer was looking to provide always-on connectivity for fans to create broader fan engagement and new revenue-generating services.  However, problems with connectivity made it impossible to accomplish these goals.  So we provided them with several AS services including Wi-Fi analytics which allowed them to closely monitor their network so they could predict issues and preempt issues before they could affect the Fan Experience. Stability in the network improved significantly and they were able to improve in venue services like ticket scanning and develop new revenue streams like Wi-Fi onboarding advertisements.   Improved satisfaction by enabling a unique experience for fans. Service Provider Automated Fault Management Research shows that a huge portion of technology issues/downtime are due to human error.  The story was no different for one of our large service providers.  They asked our Cisco Optimization team to help them try to improve the situation.  A little over a year ago we developed a new Cisco service we’re now calling Automated Fault Management that uses Signatures to identify known issues the minute they happen and log a case with the TAC and our customer’s NOC without any human intervention.  But we went a step further and created predictive Signatures as well that send notifications on potential issues so they can preempt problems before they can affect their business.  We’ve been able to significantly reduce case submission times without the customer having to lift a finger.  The customer now has 25% of all of their cases being automatically submitted – saving time, money, and decreasing downtime.   Service Provider Software Compliance and Remediation As part of a new network transition, the customer needed to update thousands of devices with policy & OS to handle services. Manpower and time costs were excessive. Internal estimates of approximately 2,572  12-hour maintenance windows (MW) to complete.   Using Software Compliance and Remediation we were able complete changes on 54,000 devices with 99.89% accuracy and without human intervention.  This ended up saving them over 30,000 man hours.   Technology Retailer Regulatory Compliance and Remediation With all of the data breaches regulatory and industry standards are getting more and more stringent and security is top of mind for our customers.    A technology retailer was struggling to keep up with Payment Card Industry (PCI) data security standards and was dealing with continual hacks to its system.  Our Regulatory Compliance and Remediation Service enabled them to get down to “zero penalties” for non-compliance, and helped them to confidently continue their rapid growth of 15-20 stores opened per year.  
• #14: “Unlocking value” may not be the first thing you think of when you think of technical services. In the old days, technical support meant shipping you a new box when your old one broke. Today, looking at discrete pieces of equipment and fixing problems fast will just not cut it. So while Cisco Technical Services is well known for industry-leading product level support with Smart Net Total Care and “basic” Software Support, utilizing our award-winning TAC, in addition to these foundational services, we offer high-value services for software, multivendor solution environments, and networks. With high-value services we go beyond basic hardware support to deliver proactive and prescriptive service options at the software, solution, and network and entire infrastructure level. These services enable our customers to get the most value out of their Cisco IT investments.
• #15: Cisco high-value services build on our industry leading product support services with offerings that use analytics, expertise, and scale to deliver more proactive and prescriptive services. These high-value services combine technical adoption, onboarding capabilities, and support for third-party partner ecosystems with technology experts who know your network. High-value services enable our customers to maximize uptime, enhance operations, and unlock more value from their IT investments.   So what’s included in the High-value Services portfolio? At the software level, we’re giving customers the support they need to build-out software-defined networks and make better use of software tools from collaboration to security. New high-value services in our software support portfolio include enhanced and premium service options that fix issues proactively, and give customers direct access to designated experts to help with capabilities such as: technology adoption, onboarding and training, configuration guidance & support, and incident analysis. At the solution level, our customers are asking for help to address their hyper-converged infrastructures that include a mix of Cisco and other vendors’ products. Solution Support provides centralized support for Cisco hardware, software and third-party ecosystems from first call to resolution. And at the network level, we’re providing a personalized approach to deal with the entire network rather than just individual components. Network level support covers the customer’s whole environment, with KPI scorecards and customer benchmarking, a much more holistic and strategic view of the infrastructure.
• #16: TSA Cisco Technical Services (TS) Advantage goes beyond break/fix to help customers drive operational outcomes. It is a personalized high-value service that can: Improve operational efficiency by increasing staff productivity and enhancing IT utilization Minimize business disruptions by accelerating time to restoration, reducing downtime, and improving IT agility The team of Cisco experts assigned to your account provide personalized support at the network level. They get to know your network inside and out and can provide insights and recommendations to not only restore your network faster when incidents occur but also to help avoid incidents and make IT operations more efficient. Your Cisco TS Advantage team also uses powerful tools to help them analyze your network and monitor key performance indicators, or KPIs to help drive operational outcomes. Sophisticated analytics and graphical charts about KPIs make it easier to spot trends and identify the root cause of IT incidents, enabling a more prescriptive and proactive approach to managing your network. -------------------------------------------------------------- Solution Support Cisco Solution Support resolves complex, solution-level issues on average 43 percent more quickly than product support alone, making it the right technical service for solution deployments with multiple products and vendors. Solution Support features and benefits include: Primary point of contact: Our team of Cisco solution experts is accountable for resolving your issue no matter where it resides. Solution expertise: Our deep knowledge about how the solution works as a whole means we can often resolve issues immediately. Product support team coordination: We effectively manage support among Cisco TAC and solution partner teams to best resolve your issue. One service, broad coverage: You get both solution-level support and Cisco product support in one service that’s easy to order and renew. Onboarding for faster ROI: 1:1 service onboarding sessions help customers understand how to best utilize this service and open cases faster; for some solutions, 1:1 solution onboarding sessions accelerate a customer IT teams’ expertise with and deployment of their new solution. We achieve on average 43% faster resolution with Solution Support. We improved resolution times by 2% YoY (from 41% to 43%) while the number of solution partners and products increased by 69%. This average demonstrates how we keep solutions performing well and delivering ROI. Source: On average 43% faster resolution over product support alone, Source: December 2016 Cisco internal study ----------------------------------------- Software Support Today, many customers are asking for adoption services, proactive support and quick response times to bridge geographical barriers and help them transform to a digital business. Customers want to quickly deploy their solutions and see the value from them as soon as they can. But they don’t always have the resources, time and skills to do so. High-value Software Support services address today’s evolving market and customer needs. Each Software Support option provides a progressive level of personalized services, offering incremental customer benefits to unlock the value of a digital business. At the Basic level, customers receive foundational product support, including 24x7 technical support and software updates. The proactive capabilities in the enhanced option is where we use our experience, insights and data with global networks to anticipate problems and work to alert the customer before a problem becomes serious. Our subject matter experts work with the customer to establish and achieve success criteria for end users and the IT staff. The enhanced option provides proactive capabilities, direct access to experts, and technical adoption. At the Premium level, a designated team delivers prescriptive services and workflow integration. Premium is prescriptive in that it includes a designated team that knows the customer’s network and provides customized support for their software solutions to help achieve business outcomes. It also includes support to integrate the customer’s software into their existing workflows. Configuration best practices Software consumption analysis to drive greater adoption of features 24x7 TAC phone support Advanced support analytics for cases and proactive notifications Maintenance, minor and major software release updates Designated experts for case management, and change management Support for integrating Cisco software in customer’s existing IT environment Learning and training services including on-boarding of customer’s technical support staff
• #17: By leveraging our lessons learned from decades of network leadership, we can help customers unlock value faster, and use IT to achieve real business results. Cisco high-value services go beyond basic product support to deliver proactive and prescriptive services so customers get more value out of their software applications, multivendor solutions, and network investments. Here are some of the key capabilities that span our portfolio. Actionable analytics: We use analytics throughout the portfolio, providing valuable insights through key performance indicators, or KPI metrics. We’ve even added customer benchmarking to TS Advantage, which I’ll talk more about later. Onboarding and best practices: High-value services include technical onboarding and adoption capabilities as well as personalized guidance from technology and operations experts to help you achieve best practices. Software Support also includes workflow integration in which software experts help you integrate Cisco software into your business processes and workflows so your users can be more productive. Networking expertise More than 50 million network installations Cisco has more than 12,000 engineers, architects and advisors Who collectively have more than 25,000 certification With high-value services, we also bring designated networking experts, as well as measurable KPIs and advanced analytics, we help Scale and flexibility Support for 3rd party ecosystems The scale and flexibility of our services organization and services offerings is unparalleled A global services and delivery model with operations in more than 180 countries and a network of more than 1300 depots that delivers over 1M parts annually Choice of coverage models for software from subscription to perpetual, and from on premises to cloud and hybrid cloud Outcomes These are the capabilities that enable us to help you: Maximize uptime by accelerating issue resolution to assure business continuity Enhance operations by combining advanced analytics, best practices, and expert guidance for continuous improvement in efficiency and availability Unlock value by leveraging Cisco experts to ease resource constraints and accelerate business results through more effective technology adoption and better technology utilization
• #18: And the results speak for themselves. 80% reduction in incidents – Software Support. A multinational communications company experienced an 80% reduction in Level 2 help desk tickets related to their Webex deployment. The number of tickets dropped from 128/month to 28/month during their 90-day trial with a Designated Services Manager. They also achieved ~23% increase in hosts. 20% faster customer onboarding - A leading SaaS provider achieved a 20% reduction in the time to onboard new customers to their SaaS solution. Cisco Solution Support for ACI was instrumental in helping them achieve this operational improvement. 70% fewer outages – TS Advantage enabled a large regional bank to resolve issues 3X faster and reduce the number of outages by 70%. Faster issue resolution and reduced risk – The SP Advantage team not only helped resolve issues faster, but also performed root cause analysis to understand the source of the issue so it can be remediated, helping a large telecommunications company reduce the risk of outages for its customers. More details: Software Support This multinational communications company wanted to increase service availability/uptime and improve WebEx use throughout company. With the help of the Solution Support team, they achieved greater end-user support, yielding an increase from 65K hosts to 80K hosts within one year (23% increase). They also reduced incidents by 80% during Webex deployment. Solution Support This SaaS provider is using Cisco Application Centric Infrastructure, or ACI, across 9 new data centers. Their challenge was to rollout these 9 new data centers quickly while keeping their 9 legacy data centers running and compliant until the workload was cut over. The combination of expert ACI support with Cisco Solution Support and the flexibility of the ACI environment enabled this customer to achieve a 20% reduction in the time it took to onboard new customers to its SaaS environment. TS Advantage This regional bank has a large Cisco infrastructure in multiple countries. They had been experiencing frequent network downtime and needed to achieve high availability for customer satisfaction. The TS Advantage designated team provided 24-hour daily network-wide support for incident management and problem resolution. An accurate view of their network and installed base enabled more efficient planning. Together, these TS Advantage capabilities helped IT reduce network outages by 70% and resolve issues 3x faster, reducing financial impact to the bank. SP Advantage This major communications and  Internet service provider relies on their Cisco SP Advantage team for faster resolution of challenging support issues for end customers. When there's an outage with a large customer, it’s not enough to restore service. They need to know exactly what happened and take steps to avoid it in the future. The SP Advantage team not only helps resolve the issue faster but also performs root cause analysis to understand the source of the issue so it can be remediated.
• #19: Digital transformation is real: you have to do more, and do it faster. The talent shortage is real, and it’s not going away. It’s time for a new model of working with IT service providers. Today we’re announcing two sets of services that show how much more you get when you work with Cisco Services: the innovation, the depth of experience, the sheer excellence and quality of our operation that delivers results. These services are new, but we’ve been working toward them for years. Only Cisco has the combination of expertise and innovative technology to deliver the results you need. If technology matters to the future of your business, the new services from Cisco will help you accelerate it. “Organizations that partner with Cisco Services can adapt more quickly to the changing needs of tomorrow.” “Cisco’s differentiation is in our predictive services offerings that allow organizations to reallocate their IT spend and focus on innovation and growth.”