© 2016 IBM Corporation
Cisco Maintenance Services
Cisco Maintenance from IBM
© 2013 IBM Corporation© 2016 IBM Corporation
IBM Maintenance Services – One of the World’s Best Kept Secrets
• Over 40 Technical
Support Centres globally
• Delivering over 60% of
Cisco Smartnet worldwide
• One of Cisco’s largest
global partners
© 2016 IBM Corporation3
IBM Converged Life Cycle Services
Help you…
Decide what to do Do it Manage and operate it
Strategy andAssessment
FinanceOperation
andManagement
Integrationand
Deployment
Architecture and Design
© 2013 IBM Corporation© 2016 IBM Corporation
IBM Life Cycle Services Portfolio of Design, Integration, Implementation, Managed Services and Support
Solutions for resilient high performance and cost effective network infrastructures
List of partners is not exhaustive
• Multi-vendorreadinessassessment
• Productimplementation
• Remote networkmanagement
• Systems TechnologyGroup – Data CentreNetworking productsportfolio
• Consolidation,virtualisation
• Workload mobilitysupport
• Application loadbalancing
• Data and storageconvergence
• Private opticalnetworking
• Network security
• Remote networkmanagement
• Infrastructure refresh
• Networkconvergencereadiness
• Wireless integration
• Network security
• Remote networkmanagement
• Applicationoptimisation
• Network security
• Connectivityrequirements /selection
• Treat mitigation services
• Security healthcheck
• Managed andmonitoredfirewall services
• Security event andlog managementservices
• Penetration test
• Identity managementroll-out
Data CentreNetworks
Campus and Local Area Networks
Solutions that address complex network designs, implementations, upgrades, refreshes, expansions, optimisation, virtualisation
and consolidations involving routers, switches, appliances, other networking equipment, servers, storage and cabling
Intellectual Capital (blue books, video, web) – Dynamic Infrastructure and Cloud Computing Centre of Excellence
IBM NetworkSecurity
IBM NetworkProducts
Wide AreaNetworks
Maintenance Support Services
© 2016 IBM Corporation5
IBM and Cisco – working as one
© 2016 IBM Corporation6
Our Value Proposition
Delivering billions in mutual business impact£ $ €
Industry leaders: IBM #1 in IT and Cisco#1 in Networking1st
The highest levels of executive sponsorshipand governance
A 360 degree level of interdependence thatis unique to the industry
A joint portfolio of solutions and services globallyvia unique routes to market
© 2016 IBM Corporation7
IBM – CISCO Relationship
Certification recognising IBM’s
exceptional global capabilities• Global Service Partner of the Year
• APJC Service Partner of the Year
• Americas Strategic Partner:
Service Partner of the Year
• Central Europe Service Partner
of the Year
• Global ATP for Cisco
Telepresence
• Customer Voice Portal
• Optical-Metro Transport
• UCC Enterprise
• Outdoor Wireless
Mesh
• Substation
AutomationNumerous Countries with
Authorised Technology Provider (ATP)
Certifications in Key Technology Areas
• Unified Communications
• Wireless LAN
• Security
• Data Centre Storage
and Data Centre
Networking
Infrastructure
• Routing and Switching
Certified Gold Partner in 50+ Countries
with Advanced Specialisations
• Cisco’s highest partner designation
- held by only 3 partners
• Cisco’s highest service partner
designation, relationship - enabling
collaborative support and globally
consistent delivery across the
life cycle
IBM
Advanced Technologies (ATP)such as
Advanced Specialisationssuch as
Cisco Global ServicesAlliance Partner
2011/2012 CISCOPartner Awards
Cisco GlobalCommerce Specialisation
© 2013 IBM Corporation© 2016 IBM Corporation
Commitment to Service Excellence
Accreditations
– Consistency in what we do
• ISO9001 – Quality
• ISO20000 – Service
• ISO27001 – Security
“Do not take this for granted, a number of service
providers claim this but cannot demonstrate it.”Gartner
© 2013 IBM Corporation© 2016 IBM Corporation
The Value of the World’s Leading IT Companies – IBM and Cisco
• Our existing relationship uniquely
positions us to increase availability
and reduce risk
• Our global Cisco alliance delivers
your global commercial and service
requirements
• End-to-end service ownership across
your entire IT infrastructure delivered
by certified resources
• Contract and process simplification
through a consolidated single
contract
© 2016 IBM Corporation10
IBM Global Infrastructure for CISCO Maintenance Service
Western Europe
L2: La Gaude
(France)
English
speaking
Africa L2:
Johannesburg
French-
speaking
Africa L2:
La Gaude
(France)
Australia/New Zealand L2: Sydney
Eastern Europe L2:
France / Moscow
Latin Am L2:
Buenos Aires
CANADA L2: Toronto
Middle East L2: Dubai
Brazil L2:
Sao Paulo
India L2: Mumbai
Asia L2: Kuala
Lumpur, Singapore,
Tokyo, Beijing
Central Am
L2: Buenos
Aires
North Am L2: Toronto
Remote technical support centres L1 APAC
Australia: Brisbane, Sydney
China: Taipei, Shenzhen
India: Bangalore
Japan: Okinawa, Tokyo
Korea: Seoul
Malaysia: Cyberjaya
Remote technical support centres L1 EMEA
Denmark: Copenhagen
Finland: Helsinki
France: Montpellier, Paris
Germany: Böblingen,
Erfurt, Mainz
Italy: Milan, Rome
Netherlands: Amsterdam
Norway: Oslo
Portugal: Lisbon
Spain: Madrid
Slovenia: Ljubljana
Russia: Moscow
South Africa: Johannesburg
Sweden: Stockholm
UK: Greenock, London
Argentina: Buenos Aires
Brazil: Sao Paulo
Mexico: Mexico City
Remote technical support centres L1 LATINA AM.
Burnaby
Montreal
Toronto
Remote technical support centres L1 CANADA
Remote technical support centres L1 NORTH AM
Atlanta, GA
Austin, TX
Beaverton, OR
Boulder, CO
Charlotte, NC
Chicago, IL
Dallas, TX
Endicott, NY
Poughkeepsie, NY
Raleigh, NC
Rochester, MN
San Jose, CA
Tampa, FL
Tucson, AZ
Remote technical support centres L1 AFRICA & MIDDLE EAST
France: La Gaude
South Africa: Johannesburg
UAE: Dubaï
Egypt: Cairo, Alexandria
© 2013 IBM Corporation© 2016 IBM Corporation
How Our Solution Meets Your Primary Support Requirements
Cisco GlobalServices Alliance
Existing IBM service
IINS toolset Remote monitoring solution
Global coverage model
Access to TAC support
Certified engineering skills
End-to-end support responsibility
Total service reporting
Low-risk service transition
Asset management
HW and SW life cycle management
Security vulnerability assessment
SNMP heartbeat monitoring
Secure connectivity model
IMC support teams
© 2013 IBM Corporation© 2016 IBM Corporation
IBM Intelligent Networking Support (INS)
Network Intelligence
Visibility
Relationship Enablement
Accurately obtain listing of your Network devices
Convert network data into actionable intelligence
Capitalize on the breath of services available
Manage and strengthen your network operations by applying intelligence
IBM Intelligent Networking Support (INS):• Increased Network Stability• Inventory Management• Current and Future Planning
© 2016 IBM Corporation13
Do we know which of our devices are on maintenance?
Do we have an accurate inventory
list?
Is there an outage looming….that we
can prevent?
Are our IOS levels up to date?
Our Clients’ Network Needs
Do we have any security vulnerabilities?
© 2013 IBM Corporation© 2016 IBM Corporation
Example report – Index and Recommendations
Findingso XXX devices identifiedo XXX security vulnerabilities made up of xx unique
alerts across xx productso XX disparate IOS Levelso XXX Chassis past Last Day of Support o XXX Uncovered devices
RecommendationsNetwork Security and Stability
o Upgrade IOS version 12 to 15o See accompanying file for device detail
Inventory Managemento Upgrade IOS levels to address disparate levels,
maintenance releases, and early releaseso Reconcile the inventory for accuracy to minimize
disruption of service calls and entitlements.
Lifecycle Planningo Approximately XX% of the installed base equipment
should be refreshed as it has surpassed Last Day of Support
Considerationso Use INS as foundation for compliance requirementso Use INS as foundation for Energy Consumption
savings
IBM Intelligent Networking Support Index of Exposures
Moderate Exposures
© 2013 IBM Corporation© 2016 IBM Corporation
What is current with
no announced EoS
or EoL dates?
What is current, but
has an announced
EoL date?
What is current, but
has an announced
End of Sale (EoS) date?
What is already EoL?
End of Life (EoL) Management
Reducing the risk of service outages, the IINS tool gives a bespoke EoL report, tailored to
your Cisco estate, whilst facilitating future planning and budgeting for your business
This equipment would need an immediate tactical solution for continued support to
prevent service outage. There are a number of options IBM could review and
implement for this situation
Announced EoL date is the point to finalise plans on whether upgrade is required,
e.g. EoL in the Core layer, or whether further support is required, e.g. EoL in the
Access layer
Announced EoS date is the point where IBM and the customer start an initial review
on future upgrade plans, replacement products and support requirements
Current product with no need for future upgrade or support plans as a result of EoL
© 2016 IBM Corporation16
IBM Network Maintenance Delivery
Core benefits
• IINS underpins service delivery, driving service availability and reducing risk
• End-to-end IBM Availability Management of all calls, including critical recovery
• Forward-looking service improvement plans integrated into wider end-to-end
service delivery
Unique features
• Focus on overall availability with Network Service incorporated into existing mature
IBM service delivery model for you
• Root Cause Elimination with follow-up actions owned by IBM and communicated to
the customer
• Co-ordination of platform-specific Advocates / Subject Matter Experts (SMEs) to
complement service delivery
• Pro-active re-engineering of IBM solution to overcome any Cisco EoL issues
© 2013 IBM Corporation© 2016 IBM Corporation
How We Deliver Value – Cost Saving, Improved Availability and Reduced Risk
QualityIBM will deliver world-class global network skills and resources aligned
with broader overall IT and infrastructure skills
Industry and
Technology
Expertise
The Global Alliance between IBM and Cisco joins the world’s biggest IT
company and the world’s biggest network company
Adaptability/
Flexibility
Move from a ‘towered’ approach to holistic support integrating end-to-
end life cycle management and support, improving availability, reducing
potential outages with automated inventory management
Risk
ManagementReduced risk with the integration of Network maintenance stream into
current maintenance service from IBM
Financial
ValueClient cost savings and management overhead reduction with global
contract consolidation into a single UK managed contract