Black box cisco business plan

Integrated Communications—

Delivered

Voice Communications | Data Infrastructure | Technology Products

Innovative solutions & advanced technologies for today’s complex communications challenges.

Black Box Company Highlights

Our Expertise• Serving the entire network life cycle from consulting,

planning and design through implementation, support and management.

By the Numbers• 200 offices and 175,000+ clients around the globe• 4,200+ team members• 2,500+ technicians• 5,000,000+ ports under maintenance

• Servicing over 85% of the Fortune 100

Strength

• Public company (NASDAQ: BBOX) since 1994

• $1.1 billion in annual revenue

— 59% Voice Communications Services

— 23% Data Infrastructure Services

— 18% Technology Product Solutions

• Positive cash flow for 33 consecutive years

• Double digit EBITDA Black Box Headquarters

Pittsburgh, PA

• Independent provider of major communications and infrastructure technologies.

• Technicians cover the U.S. and Canada pervasively.

• Financially stable and strong.

Digital Signage

Intelligent Infrastructure Management

Structured Cabling

Wireless

Managed Services

Security

Voice and Collaboration

Staff Augmentation

True Communications System Integration

»Complete life cycle services.

»Technology-independent portfolio of solutions.

»Global footprint with deep technical resources.

Black Box: Recent Industry Recognition

Positioned in Gartner’s Magic Quadrant for Communications Outsourcing and Professional Services (COPS) in North America.

Recipient of Cisco’s Customer Satisfaction Excellence Gold Star for Delivering Outstanding Customer Service to Clients in the United States.

Recognized by CRN Magazine as a Top 100 IT Integrator in 2011 VAR 500 for Tenth Year in a Row, ranking 17th.

Named One of InformationWeek’s 500 Most Innovative Users of Business Technology

Black Box can design and deploy a Cisco solution to enable your business.

Company Confidential

Pete Accetturo

BROAD EXPERTISE

Global Certifications• U.S. - Gold Partner • Japan – Premier Certified Partner Express Foundation

Partner• UK – Select Certified Partner, Small Business Specialized• Australia, Canada – Registered Partner

Specializations• Advanced Borderless Network Architecture• Advanced Collaboration Architecture • Advanced Data Center Architecture• Master UC Specialization• Cloud and Managed Services Master• IronPort Gold Certified• Cisco Powered Managed Business Communications• Smart Care Registered Partner• WebEx Partner • ATP - Cisco TelePresence Video Master• ATP - Identity Services Engine

ROBUST CERTIFICATIONS• 6 CCIEs• 164 CCNP/DP/VP• 163 CCDA/NAs• 32 CSEs• 400+ Exam Certifications

VALUABLE SERVICES• ConvergenceCareSM

• Network Assessments• Sophisticated Network Monitoring• Innovative Managed Services Including Staff Augmentation• Global Procurement

STRATEGIC POINTS OF INTERESTParticipation in:• Executive and Regional VAR Councils• Partner Operations Advisory Board• Service Partner Advisory Board • US/Canada Technical Leadership Conference

Customer Satisfaction Excellence for 8 Consecutive Periods

Part of an Elite Group of Cisco Partners

Gold Certified

with all 3 = 12

# of Partners withMaster Tele-presence

Video = 20

# of Partners with Master UC = 51

# of Master Managed Services Channel Partners =57

# of Cisco Partners in the US = 8,000

Customer-Focused Tools

that Deliver Continuous Value

Exchange Zone, SMARTnet Manager, and

iPro

The Exchange Zone

The Black Box Exchange Zone (EZ) allows for high quality engineering and project management expertise to deploy successful deliverables throughout the project life cycle.

The process organizes the many inputs and outputs necessary to successfully deploy new technologies.

In conjunction with best practices from the Project Management Institute (PMI), the EZ is a culmination of years of industry experience proven to deliver high quality projects to our clients.

Company ConfidentiaPete Accetturol

2

Define Plan Design Stage Test Deploy Support

Exchange Zone Life Cycle Model

Company ConfidentialPete Accetturo

3


Risk & Change Management



Account Planning Identify project team


Prepare training materials Create Test Matrix Execute Go Live Plan

Understand business

requirements

Conduct internal kickoff meeting

Conduct client kickoff meeting Inventory & test

hardware Approve Test Plan System Monitoring Provide Day 1

support

Develop technology

strategy

Identify project risks

Conduct design session workshops Configure hardware Execute Test Plan Incident Management

Perform final project audit

Conduct product & technology

demo

Develop project plan & project

timeline

Validate design & sign off on design Software

Implementation Problem Management Problem ManagementProvide final

project deliverables

Create high level design

Procure hardware Develop Implementation & Operations Plans

Ship all hardware & software

Conduct Administrator & End

User Training

Configuration Management

Conduct close out meeting

Client review Change Management

Develop Training Plans

Rack & stack hardware at client

siteTest Acceptance Execute closing

process

Transition to ConvergenceCare


Initiating Planning Executing/Monitoring & Controlling

Closing

Black Box SMARTnet Services Why Black Box?

• Best Practices • Resources and Personalized Care • Welcome Packets • Continual Management of your contract • Pro-active Renewal Process • Web Based Tools – iPro & iMan (SMARTnet Manager) • Creative Renewal & Financing Options


SMARTnet Automation Tool


SMARTnet Value-Add

• Assures that the correct SMARTnet is ordered – automated controls• All SMARTnet ordered is tagged to certain contracts – no run-away contracts and site

IDs• To-The-Day Co-termination of coverage – assures coverage with out the waste of

coverage during non-production. Average amount saved due to the process is 6%• Tracks Cisco assets, their locations, contract #’s, contract end dates in one view • Automates and simplifies adds, moves and changes to assets and contract

information

Customer Experience Automation Tool: iPro


Black Box has developed a .NET web-based tool to procure, maintain, and track Cisco Asset Inventory and

related maintenance contracts.

Black Box ConvergenceCareSM

A Black Box Network Services Solution


14


Build-your-own solution bundle that includes Cisco maintenance

+ customized Black Box services

to help you get the most out of your technology investments.


15

Black Box ConvergenceCareSM Platinum

Includes SMARTnet and Remote NOC Support• Bundled with “Select Your Own” Black Box Services

Bundled Services Can Include:• Onsite Dispatch of Local Resources • Network Performance Management • Real-Time Monitoring with Quarterly Audits• Valuable Reporting

+ =+/- +/-SMARTnet Remote NOC

Real-Time Monitoring w/Quarterly

Audits

ConvergenceCarePlatinum

Onsite Dispatch


16

Service Level Agreements You Can Count On

Time to Acknowledge – Time for an engineer to start working on a reported problem.

Time to Callback – Time for an engineer to complete the initial diagnosis and contact the customer.

Time to Resolve – Time it takes to resolve the customer issue.

SLAs Time to

Acknowledge Time to Callback

Time to Resolve

System Down 0.5 1 4

High 1 2 8

Medium Priority 24 24 48

Low Priority 48 48 96

All times in hours.


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Real-Time Monitoring: Cisco Unified Communication Monitoring Real-time monitoring of Cisco Unified Communications solutions:

• Provides real-time alarm event detection for:- Application monitoring support for:

Unified Communications Manager Unity Voice Gateways

- Solution provides server level monitoring for other UC servers:

• Provides additional tools for troubleshooting.

• Standard reporting via customer web portal.

• Remote connectivity required.

+ =+/- +/-SMARTnet Remote NOCOnsite

Dispatch(Optional)

Real-Time Monitoring

w/Quarterly Audits


Quarterly Audits +/-

For more information contact:Pete Accetturo

[email protected]

mailto:[email protected]