Chris Heckscher - Cisco · Management Operational Support Plan Performance Management Exception Management Escalation Management ... -Proof of concept/Lab Trial - Design Validation

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialTrans_IT_May08 1Cisco Confidential

Chris Heckscher

Managing Director, Advanced Services

Asia Pacific

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 2

AgendaAgenda

Setting the ContextSetting the ContextSetting the Context

Why Cisco Advanced Services?Why Cisco Advanced Services?Why Cisco Advanced Services?

Our Value PropositionOur Value PropositionOur Value Proposition

Customer Success StoriesCustomer Success StoriesCustomer Success Stories


AgendaAgenda






Cisco Service Provider Vision

Connecting Customers with Services, Services with Networks,

and Networks with Each Other

VPNs Internet Voice & Video

TransportContent Mobility

Consumer EnterpriseSP

Wholesale

IP Next-Generation Network

Small/Medium Business


Service Provider ConcernsWhat Are Our Customers Asking ?

Help us identify new services to grow revenue

How do we deploy the solution & roll-out services, quickly

How do we migrate & integrate your solution

Minimize our risk and ensure predictable outcome

Are my people ready to operate & manage this “new technology”

Can you help maximize performance & lower my operating cost


SP Operational Challenges

What is visible …Services

IPTV/Video Text Messaging

VoIP VPNInternet Mobile Apps

CapacityManagement

Operational Support Plan

PerformanceManagement

ExceptionManagement

EscalationManagement

Service Levels

TroubleshootingProcesses

Staffing

Fault Management

Real Time Monitoring

ChangeManagement

Availability Management

Software Management

Remote Sparing

Surveillance

… unseen vital elements.. Relate to People Process & Tools


Phase I: Foundation

Phase II: Quality

Phase III: Excellence

Operations

Infrastructure

Operations

Uncoordinated Standardised Integrated Virtualised Automated

Reactive Chaotic Proactive Service OrientedPredictive

44

Network Assurance

11

Infrastructure & Support Baseline

55

Service Awareness

66

Service Modularity

22 Process Optimisation

33Network Availability

88

Service AssuranceService

Predictability

77

Every SP Situation is UniqueDepending on Their Maturity


AgendaAgenda






PeopleSkills/Expertise

CertificationKnowledge Transfer

PeopleSkills/Expertise

CertificationKnowledge Transfer

ProcessMethods & ProceduresChange Management

Operational Best Practices

ProcessMethods & ProceduresChange Management

Operational Best Practices

Plu

s

ToolsCapture Intellectual Capital

Repetitive & consistent deliverablesOperational/Management Tools

ToolsCapture Intellectual Capital

Repetitive & consistent deliverablesOperational/Management Tools

Cisco As Your PartnerDelivering A Complete Solution

Consumer

Enterprise

SP Wholesale

IP Next-Generation Network

Small/Medium

Business

Technology Cisco Services+

PartnersComplementary SolutionsResource Augmentation

Certification

PartnersComplementary SolutionsResource Augmentation

Certification


Cisco Services

MISSION

Accelerate customer success with Cisco technology through innovative services and world-class people, partners, processes and tools

� 9000+ employees worldwide

� US$ 7.8 billion annual revenues

� Global delivery capabilities

� Delivery with Partners


Advisory Services

Build and Operate Services

System / Network Integration

Optimization Services

Network Readiness

Technical Support

Cisco Services Portfolio

BusinessObjective

IP NGNArchitecture

OptimizePlan Implement OperateDesignPrepare



AgendaAgenda

Why Cisco Services?Why Cisco Services?Why Cisco Services?




Cisco Service AdvantageFocused on IP-Enabled Transformation

IP NGN Technology

Prepare

Implement

Design

Optimize

Operate

Plan

� Largest collection of certified IP experts (2400+)

� Breadth and depth of IP NGN experience

� Lead in patents and standards contribution

� In-theatre presence

People

� 30M annual investment in tools

� IP NGN experience centers

� Proactive IP NGN operations center

Tools/Platform

� Methods and procedures

� Validated designs

� Knowledge transfer

� Best practice

� Escalation mechanism

Process

� Specialized and globally scalable

� Shared methodology and practice

� Comprehensive agreement with SLAs

� Certification programs

Partners


Cisco Services Value Proposition & Assurance Model

Accelerating TTM, Mitigating Risk, Delivering Predictability Maximizing Availability, Performance and Operational Efficiencies

Services Framework

S L A

Testing &

Validation

Advisory

Services

Dep

loym

ent/

Sys

tem

s In

tegr

atio

n

Oper

atio

ns &

Optim

izat

ion

GovernancePMO

New Deployments

Migration/Integration

Operations

Assurance-Based Offer

SPEngagement


Cisco Services CapabilitiesStrategic Investment

SP Tools/ Platform

IP NGN Experience

Center

Delivery/Engagement

Model

SP Practice/Integration

SP Globalization


Global IP NGN Experience Center Customer Solution Testing & Validation

� IP NGN lab in all regions

- Europe, RTP, APAC

- 60,000sqft space, appx $100M investment

- ISO Compliant Equipped

- Equipped with all Major Cisco Platform & tools

� Comprehensive solution testing & validation

- Proof of concept/Lab Trial

- Design Validation

- Interoperability & Integration

- 3rd part Certification

- Software/ Service Assurance Testing

� Joint Validation Value:

- Time-to-Market/Adoption

- Assurance

- Lower cost

IPNGNLabs


Assurance Based Services FrameworkFlexibility To Address Customer Specific Needs

Advisory

Audits & Assessments

Customer Solution Testing

& Validation

NetworkOptimization

Services

BasicTech Support

Focus TechSupport

ProgramManagement

Key Elements Tailored ForSpecific Outcome

Performance

Capacity

Availability

Engmnt

Model


Assurance Based FrameworkTailored To Address Customer Specific KPIs

Foundation Quality Excellence

M = Milestone

� Customer-centric framework

� Benchmarking

� Underpinned by KPIs

� Each milestone backed by defined deliverables

Infrastructure & Support Baseline

Support ProcessOptimisation

NetworkAvailability

NetworkAssurance

ServiceAwareness

ServiceOptimisation

ServicePredictability

ServiceAssurance

Core vs ContextStrategic Off-Load

Core vs ContextInitial Off-Load

Core vs ContextSelective Off-Load



AgendaAgenda

Why Cisco Services?Why Cisco Services?Why Cisco Services?




� Achieved near zero CFD

� Increase predictability - Reduced overall cycle times by 25%

� No liquidated damages to date

� Quality award for overall delivery excellence vis-a-vis NELA performance

� Low-level design & Conformance testing

-Solution validation

-testing specific FOA

-Interoperability & Integration

-3rd party certification

� Dedicated lab to mirror the Customer environment

� Joint certification & Customer interlock

ResultsCisco Solution

� NGN Biz Case Dependency on Meeting aggressive TTA Goals

� Multi-vendor environment, complex interaction and aggressive schedules.

� Impact quality experience

Challenge

Accelerating TTA For NGN Build OutSolution Validation & Interoperability Testing

Major UKSP


� Network Availability achieved 99.999%

� Reduced Operational cost

� Improved Network profitability

� Additional Cisco product and service opportunities

� End-to-end solution deployment and program management of the whole

� Definition of the overall architecture and design

� Thorough lab testing of the end-to-end solution

� Design, integration and testing of the OSS

Assurance Based Operational SupportIncrease Network and Service Availability

ResultsAccomplishments

Major USWireline Service

Provider

� Legacy hardware, lack of redundancy impacting network performance and availability

� Network Availability at 99.90%

� KPI management lacking

Challenge


Cisco solution and impact

• Cisco will build and integrate YTLE's WiMAX core

network - which includes IP CORE, Operating

Support Systems, Billing Systems, Proactive Network Operating Center (PNOC), and

Interoperability Testing labs

• Program manage the System Integration of multi-vendor IP and WiMAX components to a master

schedule for faster deployment

• Program manage the multi-vendor interoperability

lab at YTLE premises to fully test new services

before launching on the production network

Cisco solution and impact

• Cisco will build and integrate YTLE's WiMAX core

network - which includes IP CORE, Operating

Support Systems, Billing Systems, Proactive Network Operating Center (PNOC), and

Interoperability Testing labs

• Program manage the System Integration of multi-vendor IP and WiMAX components to a master

schedule for faster deployment

• Program manage the multi-vendor interoperability

lab at YTLE premises to fully test new services

before launching on the production network

Business challenge

• YTLE goal is to provide mobile internet

services across Malaysia using their

2.3GHz WiMAX license.

• Quickly operationalise and launch

innovative services for mobile voice, data,

and video accessed by WiMAX capable

phones and computers

• Rapid deployment of End-to-End network

Business challenge

• YTLE goal is to provide mobile internet

services across Malaysia using their

2.3GHz WiMAX license.

• Quickly operationalise and launch

innovative services for mobile voice, data,

and video accessed by WiMAX capable

phones and computers

• Rapid deployment of End-to-End network

YTLE Enters a Strategic Collaboration with Cisco to Launch WiMAX Core Network in Malaysia

"We have chosen Cisco because of its proven expertise and leadership globally in IP CORE network technology and experience in setting up

PNOC. We need a technology partner that can enable a fast and efficient WiMAX core network establishment. Cisco has proven it with their

innovative and leading-edge IP technology solutions"

Tan Sri (Dr) Francis YeohExecutive Chairman & Managing Director, YTL e-Solutions Berhad

Press Release 27 Nov 2008


Cisco Advanced ServicesSharing Our Experience

Focus� This is a Journey we need to take together

� Delivering Predictability &Improving KPIs through constant improvement

� Proven PM processes

� Industry best practices

� Interlock

� Proactive Support deliverables

� KPI tracking/reporting

� Rapid issue resolution

Processes

People Tools� Deep expertise

� Strength in IP and Cisco

� Joint Partnership/Collabaration with customer

� Customer representational model

� Cisco Intellectual capital

� Automation

� Leading edge technology

Cisco Confidential


Documents

Chris Heckscher - Cisco · Management Operational Support Plan Performance Management Exception Management Escalation Management ... -Proof of concept/Lab Trial - Design Validation