Cisco Services · eTOM / ITIL SD IM PoM ChM ReM AvM CaM SecM – SmartNet/SAS/SASU: Worldwide hardware replacement max. 2 h Onsite 850 spare-depots globally. ITIL Service Delivery

Cisco Services

in the context of international

standards eTOM / ITIL / CoBIT

H Gü th RillHans Günther Rill

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 1

Agenda

Mapping Cisco Services to

international standards (ITIL,eTOM,CoBiT)

Cisco Service delivery in the context of

international standards (ITIL,eTOM,CoBiT)

KPI based service delivery

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

Executive report 2SD IM PoM ChM ReM AvM CaM SecMeTOM / ITIL

Cisco Service delivery in the context ofinternational standards (ITIL,eTOM,CoBiT)

Mapping Business strategy to IT-Strategy

BusinessStrategy

BusinessStrategy

IT

IntegratedStrategy

ITStrategy

Strategy

time

IT ProcessesITILBest

practices :

Corporate GovernanceBusiness Processes

eTOMBestpractices :

Mapping

IT Governanceprovides a structure that links IT processes

and IT Resources to enterprise strategies and objectives

ControlControl



COBITBestpractices :

Which are the IT-Standards ?eTOM (E h d T l O ti M ®)eTOM (Enhanced Telecom Operations Map®)

Currently ITU standard

A common language for business processes

Process framework to guide the development and management of key processes within a Information andmanagement of key processes within a Information and Communications Service Provider (ICSP)



Which are the IT-Standards ?ITIL I f ti T h l I t t d LibITIL = Information Technology Integrated Library

A best practice framework for IT OperationsOperationsContains codes of practice for quality

management of IT services andmanagement of IT services and infrastructureDefines quality as “matched to businessDefines quality as matched to business

needs and user requirements as these evolve”



ITIL (Information Technology Integrated Library ) mapping TOMeTOM (Enhanced Telecom Operations Map®)

eTOM is currently mapping ITIL accurately

Whereas ITIL has demonstrated its ability to help effectively Enterprises and Service Providers to assess and enhance their IT or network services management, g

eTOM can complement on the business point of view, describing the best standards in term of end-to-end

d f lfill t E t iprocesses and fulfillment across an Enterprise or Service Provider.



Why IT- Standards ?y

Both Service Providers and EnterprisesBoth Service Providers and Enterprises are looking for standards and best practices in order to:practices in order to:

Grow their businessReduce costs Become best in class or carrier classImplement eBusinessC l t i t ti l t d d (BAL2 SO



Comply to international standards (BAL2, SOx, ISO9000…)

What is Cisco´s approach ?pp

Cisco is using currently both ITIL and eTOM standards inforder to provide a large range of advanced and advisory

services.

Some of the services are focused on optimization of the operations of a customers to operate effectively its networks

Some of them are focused on the business, for example the best way to identify business needs and objectives and

th t th t kmap them to the network.



Cisco Service delivery in the context ofinternational standards (ITIL)

ITIL service support ITIL service delivery

User / Customer

Service Problem Availability Management &

ITIL SAM Training

ServiceDesk

C f

ProblemManagement

Availability Management &IT- Service continuity Management

RFCConfigurationManagement

ChangeManagement

CapacityManagement

RFC

Management

SecurityReleaseIncident

Management( d / thi d li

Change Plan



SecurityManagement

Release Management

(second / third lineSupport)

ITIL Service & SupportService desk overview

The most important service desk tasks are:The most important service desk tasks are:

1. Documentation and registering of user calls2. Answer easy requests and complains direct3. Doing a first failure evaluation regarding the

1. Documentation and registering of user calls2. Answer easy requests and complains direct3. Doing a first failure evaluation regarding theg g g

valid SLAs 4. First trouble shooting of the failure and

forwarding to Incident Management5. Failure / Service Request tracking and

g g gvalid SLAs

4. First trouble shooting of the failure and forwarding to Incident Management

5. Failure / Service Request tracking and potential escalations

6. Inform the user regarding the SR status. 7. Management reporting

potential escalations 6. Inform the user regarding the SR status. 7. Management reporting



ITIL Service & SupportMapping Cisco Services to Customer Service Desk

Cisco Focussed Technical Support (FTS)

i

High Touch Engineering (HTE)High Touch Engineering (HTE)

services

High Touch Operations Management (HTOM)High Touch Operations Management (HTOM)

High Touch Technical Support (HTTS)High Touch Technical Support (HTTS)

Ci i


Cisco servicesCisco SMARTnet /

SPBase

Cisco application support

Cisco OS Support

Cisco.com

EnhancingCustomer second / third line

Technical support



Cisco application support Services

SAS - SASUCisco TAC

ITIL Service & SupportIncident Management overview

The most important tasks of Incident Managements:The most important tasks of Incident Managements:Incident Managements:

1. Discover breakdown and record2 Classify and 1 level support

Incident Managements:

1. Discover breakdown and record2 Classify and 1 level support2. Classify and 1. level support3. Locate breakdown4. Service recovery5 Finalize breakdown message

2. Classify and 1. level support3. Locate breakdown4. Service recovery5 Finalize breakdown message5. Finalize breakdown message6. Track and coordinate breakdown handling7. Inform Users on breakdown

l ti

5. Finalize breakdown message6. Track and coordinate breakdown handling7. Inform Users on breakdown

l tiresolutionresolution



ITIL Service & SupportMapping Cisco services to customer Incident Management

Cisco Focussed Technical Support

Enhancing customer 2,3-line support

High Touch Engineering (HTE)

Cisco Focussed Technical Support (FTS)

services

High Touch Operations Management (HTOM)

High Touch Technical Support (HTTS)

High Touch Operations Management (HTOM)

Cisco Technical Support services (TSS)pp ( )

Cisco SMARTnet / SPBase

Cisco OS Support

Cisco com



Cisco application support Services

SAS - SASU

Cisco.com

Cisco TAC

ITIL Service & SupportProblem Management overview

The most important tasks of Problem Management are:The most important tasks of Problem Management are:

Proactive Problem ManagementPreventing incidents by improving the infrastructure

Providing information: reports on the resultsand major problems

Proactive Problem ManagementPreventing incidents by improving the infrastructure

Providing information: reports on the resultsand major problems

Reactive Problem ManagementError ControlMonitoring known errors and raising RFCs Problem control - Corrective actions

Reactive Problem ManagementError ControlMonitoring known errors and raising RFCs Problem control - Corrective actionsProblem control - Corrective actions1. Failure identification

-Problem documentation-Problem clasificationProblem analysis

Problem control - Corrective actions1. Failure identification

-Problem documentation-Problem clasificationProblem analysis-Problem analysis

2. Cause debugging-Failure documentation-Failure evaluationProblem fixing

-Problem analysis2. Cause debugging

-Failure documentation-Failure evaluationProblem fixing



-Problem fixing-Closing -Problem fixing-Closing

ITIL Service & SupportCisco services mapping to customer Problem Management

CoBiT

Proactive Problem ManagementProactive Problem ManagementFocused Technical Support Services ( FTS )Focused Technical Support Services ( FTS )High Touch Operations Management (HTOM)High Touch Operations Management (HTOM)

Operational Analysis of Critical IssuesProviding information: reports on

the results and major problems Error Trend analyses

Providing information: reports on the

results and major problems Error Trend analyses

p yPeriodic Conference CallsMajor Customer Event NotificationsQuarterly Operations Data AnalysisCase Management

Preventing incidents by improving


Network Operation Services (NOS)Network Operation Services (NOS)Annual Assessment

Assess network operations annually

Evaluate network security architecture improving the NOC structure and processes

improving the NOC structure and processes Network Support

Scheduled Change SupportUnscheduled Change SupportNetwork Improvement PlanDetailed Design ReportD i C ll b ti

Preventing incidents byPreventing incidents by

Design CollaborationSoftware Upgrade Strategy ReportSoftware Recommendation ReportSoftware Infrastructure Analysis ReportProactive Critical Bug AnalysisSoftware Security Alert




the infrastructure ( Network)


the infrastructure ( Network)

Technology & Protocol Audit (Requires CNC)Configuration Best Practices ReportSyslog Analysis ReportProactive Advisory Report

Cisco knowledge libraryKnowledge Transfer & Mentoring

ITIL Service & SupportCisco services mapping to customer Problem Management

Reactive Problem ManagementReactive Problem ManagementFocused Technical Support Services ( FTS )Focused Technical Support Services ( FTS )High Touch Operations Management (HTOM)High Touch Operations Management (HTOM)

Operational Analysis of Critical IssuesPeriodic Conference Calls

Error ControlMonitoring known errors and raising RFCs (request for changes)

P bl t l C ti ti

Error ControlMonitoring known errors and raising RFCs (request for changes)

P bl t l C ti ti

Periodic Conference CallsMajor Customer Event NotificationsQuarterly Operations Data AnalysisCase Management

High Touch Technical Support (HTTS)High Touch Technical Support (HTTS)Problem control - Corrective actions

Failure identificationProblem documentationProblem clasificationProblem analysis

Problem control - Corrective actionsFailure identification

Problem documentationProblem clasificationProblem analysis

Special Team for Case Tracking and Troubleshooting (24X7)Operations Case Trend Analysis

High Touch Engineering (HTE)High Touch Engineering (HTE)Problem analysis

Cause debuggingFailure documentationFailure evaluationProblem fixingCl i

Problem analysisCause debugging

Failure documentationFailure evaluationProblem fixingCl i

Root Cause AnalysisNetwork Problem Resolution

Technical Support Services (TSS) – SmartNet/SAS/SASU

Closing Closing 24x7x365 support of more than 1000+ technical expertsWorkaround on the base of worldwide knowledge databases Root cause analyze on “Kepner Tregoe” methodology Problem description on cisco.com and TAC reportingAutomatic escalations to Cisco management



gEngagement of Cisco development and product Business UnitsReproducing of problems in Cisco TAC Lab

ITIL Service & SupportChange Management overview

Not every change is an improvement, but every improvement is a change.

The most important tasks for Change Management are:The most important tasks for Change Management are:

1. Change preparations and registrations2. Measure and approve changes3. Change planning and execution4 RfCs closure

1. Change preparations and registrations2. Measure and approve changes3. Change planning and execution4 RfCs closure4. RfCs closure5. Changes analysis and result controlling4. RfCs closure5. Changes analysis and result controlling



ITIL Service & SupportMapping Cisco Services to customer Change Management

Not every change is an improvement, but every improvement is a change.

Network Operation Services (NOS)Network Operation Services (NOS)Network Operation Services (NOS)Network Operation Services (NOS)for foundation technologyfor foundation technology

Annual AssessmentAssess network operations annuallyEvaluate network security architecture

Network Support

Scheduled Change SupportUnscheduled Change SupportNetwork Improvement PlanDetailed Design Report

CAB

Detailed Design ReportDesign CollaborationSoftware Upgrade Strategy ReportSoftware Recommendation ReportSoftware Infrastructure Analysis ReportProactive Critical Bug AnalysisSoftware Security AlertSoftware Security AlertTechnology & Protocol Audit (Requires CNC)Configuration Best Practices ReportSyslog Analysis ReportProactive Advisory Report



Cisco Transactional Services Covering PPDIO life cycle

ITIL Service & SupportMapping Cisco Services to customer Change Management - CAB

Change Advisory Board

(chair)(chair)

IT specialistsCisco NOS

NCE



NCE

ITIL Service & SupportRelease Management overview

The most important taks of Release Management are:The most important taks of Release Management are:g

1. Release planning – Hardware & Software

g

1. Release planning – Hardware & Software

2. Release design - Hardware & Software

3. Acceptance testing

2. Release design - Hardware & Software

3. Acceptance testing

4. Rollout planning - Hardware & Software

5. Inform and educate concerned

4. Rollout planning - Hardware & Software

5. Inform and educate concerned

6. Roll out execution -Hardware & Software6. Roll out execution -Hardware & Software



ITIL Service & SupportMapping Cisco services to customer Release Management

Network Operation Services (NOS)Network Operation Services (NOS)f f d ti t h lf f d ti t h lfor foundation technologyfor foundation technology


Network Supportpp

Scheduled Change SupportUnscheduled Change SupportNetwork Improvement PlanDetailed Design ReportDesign CollaborationDesign CollaborationSoftware Upgrade Strategy ReportSoftware Recommendation ReportSoftware Infrastructure Analysis ReportProactive Critical Bug AnalysisSoftware Security AlertTechnology & Protocol Audit (Requires CNC)Technology & Protocol Audit (Requires CNC)Configuration Best Practices ReportSyslog Analysis ReportProactive Advisory Report

Operate / Technical Support Services (TSS)S tN t/SAS/SASU



– SmartNet/SAS/SASU:Worldwide hardware replacement max. 2 h Onsite 850 spare-depots globally

ITIL Service DeliveryAvailability Management overview

The most important tasks of Availability Management are :

Pl iPlanning Determining the availability requirements Designing for availability Designing for recoverability Security issues Maintenance management D l i th A il bilit Pl



Developing the Availability Plan

Monitoring Measuring and reporting

ITIL Service DeliveryMapping Cisco services to customer's Availability Management

Network Operation Services (NOS)Network Operation Services (NOS)p ( )p ( )Focussed technical support services (FTS)Focussed technical support services (FTS)

Operate / Technical Support Services (TSS)SmartNet/SAS/SASU:



– SmartNet/SAS/SASU:Worldwide hardware replacement max. 2 h Onsite 850 spare-depots globally

ITIL Service DeliveryCapacity Management overview

The most important taks of Capacity Management are:The most important taks of Capacity Management are:Capacity Management are:

Business Capacity Management

The objective of this subprocess is to understand the future user needs. This can be done by obtaining

Capacity Management are:

Business Capacity Management

The objective of this subprocess is to understand the future user needs. This can be done by obtaining y ginformation from the customer, e.g. from strategic plans or by undertaking trend analysis.

Service Capacity Management

The objective of this subprocess is to determine and

y ginformation from the customer, e.g. from strategic plans or by undertaking trend analysis.

Service Capacity Management

The objective of this subprocess is to determine and j punderstand the use of IT services (products and services provided to customers).

Resource Capacity Management

The objective of this subprocess is to determine

j punderstand the use of IT services (products and services provided to customers).

Resource Capacity Management

The objective of this subprocess is to determine j pand understand the use of the IT infrastructure.Examples of resources include network bandwidth, processing capacity, and disk capacity. Actively monitoring trends is an important activity within this subprocess.

j pand understand the use of the IT infrastructure.Examples of resources include network bandwidth, processing capacity, and disk capacity. Actively monitoring trends is an important activity within this subprocess.



ITIL Service DeliveryMapping Cisco services to customer Capacity ManagementMapping Cisco services to customer Capacity Management

Network Operation Services (NOS)Network Operation Services (NOS)for foundation technologyfor foundation technology


Network SupportNetwork Support

Scheduled Change SupportUnscheduled Change SupportNetwork Improvement PlanDetailed Design ReportDesign CollaborationDesign CollaborationSoftware Upgrade Strategy ReportSoftware Recommendation ReportSoftware Infrastructure Analysis ReportProactive Critical Bug AnalysisSoftware Security AlertTechnology & Protocol Audit (Requires CNC)Technology & Protocol Audit (Requires CNC)Configuration Best Practices ReportSyslog Analysis ReportProactive Advisory Report

Network Operation Services (NOS)Network Operation Services (NOS)



for advanced technologyfor advanced technologyDCN PPDIO servicesUC PPDIO servicesWireless PPDIO services

ITIL Service & SupportSecurity Management overview

The most important taks of Security Management are:The most important taks of Security Management are:

Policy:

Policy development and implementation, Objectives, general principles and significance Dealing with security incidents

Policy:

Policy development and implementation, Objectives, general principles and significance Dealing with security incidents g y

Information Security organization:

Allocation of responsibilities in greater detail Setting up an Information Security Steering CommitInformation Security coordination

g y

Information Security organization:

Allocation of responsibilities in greater detail Setting up an Information Security Steering CommitInformation Security coordination y

Description of the IT facilities authorization processin consultation with the customer Specialist advice Cooperation between organizations,

internal and external communications Independent Information Systems audit

y

Description of the IT facilities authorization processin consultation with the customer Specialist advice Cooperation between organizations,

internal and external communications Independent Information Systems auditIndependent Information Systems audit Security principles for access by third parties Information Security in contracts with third parties

Independent Information Systems audit Security principles for access by third parties Information Security in contracts with third parties



ITIL Service & SupportMapping Cisco services to customers security Management

Network Operation Services (NOS)Network Operation Services (NOS)for foundation technologyfor foundation technology

Annual Assessments

Internal Security Posture Assessment Conduct Discovery and AssessmentPenetration TestAnalysisReport and Recommendations

External Security Posture AssessmentExternal Security Posture Assessment Conduct Discovery and AssessmentPenetration TestAnalysisReport and Recommendations

Network Security Architecture Service Conduct a Detailed Design WorkshopConduct a Detailed Design WorkshopAnalyze Network Security Architectureand DesignIdentify Gaps and Document themWrite ReportDeliver Onsite Workshop



Subscriptional Services = A l / H lf A l t tAnual / Half Anual contracts

Cisco Advanced ServicesCisco Advanced Services

for network operation

PreparePrepare PlanPlan DesignDesign ImplementImplement OperateOperate OptimizeOptimize



Global TS & FTS Portfolio FTS

Custom

S O SHigh Touch Engineering

Customer defined deliverablesFTS

Pre-req: HTTS + HTOM + TS

High-Touch Technical Services

8x5 adv network support eng, on-site visits, root cause analysis,

network problem resolution

Pre-req: HTOM + TS

High-Touch Operations Management

g24x7 technical assistance, FTS call center,

entitlement bypass, team of centrally managed engineers

Pre-req: TS(100%)

SMARTNet/SP Base

High-Touch Operations Management8x5 HTOM coverage, case mgt., operational data analysis, major

customer event notification, on-site visits

TS



CCO, TAC - follow the sun coverage, IOS upgrades, HW replacement when applicable

S et/S aseTS

SD IM PoM ChM ReM AvM CaM SecM

Cisco SMARTnet and Cisco SMARTnet OnsiteCisco SMARTnet Onsite

Helps You Reduce Exposure When Unexpected Problems Arise

Service Details Service Benefits

Protect your network assetsy

Reduce risk with quick issue resolution

Increase network availability

Cisco OS Support

Cisco.com Increase network availability by preserving access to critical applications

Extend and enhance the Cisco TAC

operational life of your Cisco networking

Advanced Hardware Replacement


Executive report 30SD IM PoM ChM ReM AvM CaM SecMeTOM / ITILSD IM PoM ChM ReM AvM CaM SecM

Cisco Software Application Support ServicesppHelp You Protect Your Investment in Application Software and

Enhance Its Performance for Greater Business Productivity


Increase operational efficiency with services and support that strengthen application functionality and

Software Application Support (SAS)

pp yreliability

Protect and add value to your software application Software Application

S t Pl U d investment with access to latest feature improvements and updates

Support Plus Upgrades (SASU)



Cisco Software Application Support (SAS)

Help You Protect Your Investment in Application Software and Enhance Your Applications’

Performance for Greater Business Productivity


Performance for Greater Business Productivity

Preserve the integrity and availability of your network

Protect and add value to your software application

Minor and Maintenance Application SW Updates

software application investment with access to latest feature improvements and updates

Cisco.com

Cisco TAC



Cisco Software Application Support Plus Upgrades (SASU)pg ( )

Helps You Extend Your Software Application Investment, Strengthens Their Performance and Availability, and Gain

Greater Value from Your Core Network Investment


Greater Value from Your Core Network Investment

Minor and Maintenance Application SW Updates

Ci

Protect your competitive edge with major software application upgrades

Preserve the integrity andCisco.com

Cisco TAC

Preserve the integrity and availability of your network

Add value to your software application investment with

Major Application SW Upgrades

application investment with access to latest feature improvements and updates



Focused Technical Support is a Key component of Lifecycle Servicesp y

High Touch Engineering (HTE)High Touch Engineering (HTE)

ImplementImplementDesignDesignPlanPlanPreparePrepare OptimizeOptimizeOperateOperateHTE builds upon HTTS by providing customers with skilled operations advisors possessing an in-depth knowledge of their network. The result is faster resolution of costly service disruptions and reduction of chronic network problems.

FTSHTTS provides the customer with 24X7 engineering

High Touch Technical Support (HTTS)High Touch Technical Support (HTTS)

HTOMHTOM HTTSHTTS HTEHTE

g gresources with access to customer provided information on their network history and environment. This knowledge base reduces troubleshooting time yielding a faster time to resolution.

HTOM HTOM monitors the pulse of network events and streamlines communications to optimize case management and trend analysis This results in




management and trend analysis. This results in operational & productivity improvements.


HTOM BenefitsDeliverables and Activities Customer Value/Benefit

• Service Request management and escalation assistance

Increases operational efficiency: Minimizes time and money spent by providing expedited access to Cisco escalation assistance

• Periodic conference calls

• Operational analysis on critical issues

y p y p g pspecialists familiar with your network and operations processes, identifying trends, and correlating root causes which can lead to enhanced network performance

Operational analysis on critical issues

• Quarterly operations data analysis and recommendations

Helps you focus on business and core competencies while we handle the management of the reactive issues

Allows you to identify areas that need improvement so • Instructional sessions on TAC/TS

procedures, processes, tools and operations

M j t t tifi ti

y y pthat you can take appropriate action

Specialized instructional sessions will make your staff more effective in the use of Cisco online resources and best practices to increase your staff’s productivity

• Major customer event notificationp y p y

and efficiency

Provides greater awareness of overall network operations, helping to minimize the risks that can accompany a limited focus on the network



p yinfrastructure


HTTS Benefits

Deliverables and Activities Customer Benefit

• Centralized team of engineers focused on HTTS customers available 24 * 7

Provides technical troubleshooting by experts who know your network, reducing the time it takes to identify the problem and helping to minimize the risks of having a limited focus on your

• Technical support at network level

• Dedicated FTS call center and phone number

Special service request handling

helping to minimize the risks of having a limited focus on your network infrastructure

Delivers personalized fast and efficient issue resolution

Reduces time to resolution through more personalized and • Special service request handling

S1 – S4

Escalation support from High Touch TS Duty Manager (24 x 7 x 365)

expedited dispatch service, no entitlement required upon service request creation

Additional management escalation support available to provide executive management visibility for critical customer

365) issues around the clock



HTE Benefits

Deliverables and Activities Customer Benefit

Technical support at advanced network level

Provides designated expertise to meet the needs of your unique network infrastructure environment

Problem Root cause analysis

Software version referral

Additional activities

Shortens time to resolution during complex and critical network-level situations

Increases network performance and lowers the cost of ownership by isolating the source of chronic network

On site visits (includes 2 per year)y g

infrastructure problems, rather than focusing on the symptoms

Delivers recommendations for corrective and preventive action that empower you to proactively enhance future p y p ynetwork performance

Helps enable a more stable, efficient network by helping to ensure hardware, software, and feature compatibility



Technical Services Comparison High Touch TS

Technical support at network level

Core support 24 x 7 x 365

HTECustomer-specific designated support at advanced network level

Designated support M–F 8am-

TSTechnical support at component level

Follow the sun support model Core support 24 x 7 x 365

High Touch Operations Management standard

Expedited call handling through

Designated support M F 8am5pm customer time zone + HTTS core supportHigh Touch Operations Management standard

E pedited call handling thro ghGeneral TAC phone number

Follow the sun support model

Operations Management optional uplift

•

Business Review, Customized SR reporting

Front end entitlement not required

Expedited call handling through custom FTS phone number


Business Review, Customized SR reporting + Root Cause Analysis (S1/S2s)

Expedited call handling through custom FTS phone number

General TAC phone number

Web-based SR reports (CCO)

Front end entitlement required Front end entitlement not required

US HTTS DM 24 x 7 x 365 *) EUEM will have this soon tooTi B d E l ti ti

Committed initial response: 10 mins for S1-2, 30 mins for S3-4


US HTTS DM 24 x 7 x 365 *) EUEM will have this soon tooTi B d E l ti ti

Best effort. Target times: 15 mins for S1/S2 and 60 mins for S3/S4

Front-end entitlement required

Follow the sun TAC DM

HTE esc support for S1 network outages

Not available

Time Based Escalation – proactive management engagement Mutually agreed SLAs optionalHTOM on-site visits, regular scheduled SR reviews, pro-active SR t i t

Time Based Escalation – proactive management engagement

Mutually agreed SLAs optionalHTE and HTOM on site visits, regular scheduled SR reviews,

ti SR t

Automated alerts for SR status

Not available



SR management, maintenance window support availability

proactive SR management, maintenance window support availability


Business RulesBusiness RulesHTOM can be sold standalone

HTTS requires HTOMS equ es O

HTE requires HTTS (and HTOM)

What is the logic behind this?

HTTS is the 24*7 'case taking group' that has more intimate knowledge of the customer network and environment than the TAC has. In order to build and maintain that knowledge and provide trending on this activity and to provide case management an Operations Manager is a requirement.

HTE is the 8 * 5 strategic operations advisor that selects and looks into the highly complex cases and the major impact issues to provide improvement suggestions. This HTE is designated to a customer and does not have the bandwidth to handle all of the 'case taking' but focuses on those cases with strategic impact. Secondly an HTE is not available around the clockclock.

Note: in the past when FTS in many cases was sold just consisting of an Operations Manager and a Focal Engineer, the FE delivered a combination of HTTS and HTE. The drawbacks were that neither of both tasks (case taking & strategic operations advisor) was optimized because



that neither of both tasks (case taking & strategic operations advisor) was optimized because the availability, bandwidth and knowledge of a single person was limited.


Sales information Service scoping and pricing considerationsService scoping and pricing considerations

Key inputs required for pricing:Installed base size at list priceInstalled base size at list priceTechnology requirementsService request volumeLocal language requirementsLocal language requirementsLocal presence requirementsOnsite requirementsAny custom deliverables? (E g ChangeAny custom deliverables? (E.g. Change support per contract, lab testing, additional visits, troubleshooting trainings, etc.)Existing TS contract numbersAdditional number of deliverables or activities (e.g. root cause analysis, more than two visits, etc.)



Sales informationRenewal scenarios

Customer has today: Renewal strategy:

HTOM only HTOM + HTTS as optionHTOM only HTOM + HTTS as option

HTTS only HTOM + HTTS

HTE only Contact the alias **) for advise

HTOM + HTTS *) + HTE HTOM + HTTS + HTE as option

HTOM + HTE (low contract value, small IB) Discuss renewal with alias

HTOM + HTE (medium contract value mid HTOM + HTTS HTE as optionHTOM + HTE (medium contract value, mid size IB)

HTOM + HTTS, HTE as option

HTOM + HTE (high contract value, large IB) HTOM + HTTS + HTE

HTOM + HTTS + HTE HTOM + HTTS + HTE

*) HTTS for out of hours only

Custom components Contact the alias **) for advise



**) [email protected]

Small IB: <= 34 mln Mid size IB: between 34 mln and 100 mln Large IB: >=100 mlnSD IM PoM ChM ReM AvM CaM SecM

Sales informationHow to identify the need to position FTS…y p

Do you have a service contract with Cisco or one of our channel partners?Does it cover hardware and software support and also troubleshooting?pp gHow do you solve configuration management, hardware changes and provisioning problems?Do you regularly perform trending analysis on technical cases to identify common hardware/software issues, troubleshooting process issues, and skill gaps?gaps?Would your organization benefit from access to engineers familiar with your network, business and technologies?Does your network operations staff understand and effectively utilize Cisco online tools such as case tracker, design standards, technology training, etc.You would benefit from having a Cisco resource monitoring your cases and leveraging extended Cisco resources to speed time to resolution?Your operations staff would benefit from access to engineering resources for support with break/fix issues, who have prior knowledge of your network environment and aware of your overall network to reduce problem resolutionenvironment and aware of your overall network to reduce problem resolution time?When you have a problem with a device in your network, you can properly assess the root cause of the problem?




Subscriptional Services = A l / H lf A l t tAnual / Half Anual contracts

Cisco Advanced ServicesCisco Advanced Services

for network Optimization




Cisco Optimization ServicesCisco Optimization ServicesA Two-Stage, Integrated Service Offering

Cisco Foundation Technology Optimization Service Bundle/Network

Optimization Support (NOS)Cisco Advanced Technology

Optimization Services

Integrated Service Offering

• Optimize network performance, enhance security, and increase operational efficiency to help you increase your business profitability

• Build on the Cisco Foundation Technology Optimization Service Bundle/NOS

• Improve the performance of Cisco advanced technologies to increase your return on investment



• Currently offered for Cisco® Unified Communications, data center networking, and wireless LAN

Cisco Foundation Technology O ti i ti S i B dl /NOSOptimization Service Bundle/NOS

Advanced network-level support and consultative proactive support through three services:through three services:

Cisco Foundation Technology Annual Assessment Service Cisco Foundation Technology Network Support Service Cisco Foundation Technology Continuous Learning Service

Available on an annual subscription basis



basis

Cisco Foundation Technology A l A t S iAnnual Assessment Service

Evaluate the elements of your network architecture that contribute to resiliency, security, and availability

Identify gaps, prioritize recommendations, deliver recommendations in detailed reports

Better manage risk and meet compliance requirements

Strengthen risk management, achieve compliance requirements, align with industry best practices

Preserve information confidentiality; maintain the integrity andPreserve information confidentiality; maintain the integrity and availability of applications and data



Service Activities Cisco Foundation T h l A lService Activities Technology Annual Assessment Service

Assess network operations annually to identify and analyze critical performance indicators and operational gaps that pose a significant risk to the p g p p gnetwork operations

Evaluate network security architecturefor scalability performance and manageability tofor scalability, performance, and manageability to strengthen risk management, identify vulnerabilities, and achieve compliance requirements



Activity Detail: Assessing Network Operations Annually Cisco Foundation

T h l A lOperations Annually Technology Annual Assessment Service

Assess network operations annually to identify and analyze critical performance indicators and operational gaps that pose aoperational gaps that pose a significant riskModel the network in a virtual environment, performing more than 400 individual checks including gdetecting issues that span groups of devices *Deliverable: operational assessment reportp

Can be used to demonstratecompliance with regulatory and IT governance requirements



Activity Detail: Assessing Network O ti A ll (C t )

Cisco Foundation Technology Annual Operations Annually (Cont.) Technology Annual Assessment Service

Detect protocol conflicts and misconfigurations, including OSPF, IGRP, EIGRP, RIP, IS-IS, MPLS, and BGP

Identify routing loops

Establish proper SNMP configuration, system logging, and router administration parameters

Check route filters

Id tif i ff ti ACL t t t y g p

Validate QoS settings

Assess network vulnerability non-intrusively

Perform "template checking" to confirm policy

Identify ineffective ACL statements

Validate compliance with regulatory requirements

Diagnose "legacy" protocol configurations, including IPX, DLSw, and RSRB

Identify unreachable destinations p g p ycompliance, including associated ACLs

Permit only authorized services are

Check security configurations, including firewalls, IPSec, AAA, Kerberos, NAT, RADIUS, and TACACS+

Identify unreachable destinations

Prevent duplicate IP addressing and overlapping IP subnets

Check backup network configuration, including HSRP TACACS+g

Diagnose mismatched peer interfaces



Activity Detail: Evaluating Network S it A hit t

Cisco Foundation T h l A lSecurity Architecture Technology Annual Assessment Service

Identify network security vulnerabilities and deviations from security best practices and corporate security policy

Make prioritized recommendations to mitigate network security risks and protect the network infrastructure

An actionable plan to better protect the network and to limit d f it th t d tt kdamage from security threats and attacksStrengthen the ability of network staff to prevent, detect and respond to future threats

Deliverable: network security architecture assessment reportassessment report

Detailed annual report focusing on threat and risk assessment



Cisco Foundation Technology N t k S t S iNetwork Support Service

Develop detailed design standards for your campus, metropolitan, or wide-area networks Evaluate the capabilities of your current software to meet future needs Assess how scheduled events such as hardware upgrades and other issues could affect network performance Regularly analyze performance data and configurations g y y p gfrom your network Recommend changes to help you use your equipment more efficiently and cost-effectivelyMaintain a continued focus on prioritized areas of potentialMaintain a continued focus on prioritized areas of potential improvement Reduce your risk when making changes to the network



Service ActivitiesCisco Foundation

Technology Network Service Activities Technology Network Support Service

Review developed detailed design standards for your campus, metropolitan, and wide-area networks

Identify future feature and functionality requirements and the ability of your current software to meet those requirements

Analyze performance data and configurations from t k d i i b i t ti lnetwork devices on a recurring basis to proactively

identify network optimization opportunities

Monitor areas prioritized for potential improvementidentified by Cisco experts and toolsidentified by Cisco experts and tools

Provide network change support for up to two deployment-related hardware, software, or configuration events per month



events per month

Activity Detail: Review Detailed Design Standards Cisco Foundation

T h l N t kDesign Standards Technology Network Support Service

Review your developed detailed design standards for your campus, metropolitan, and wide-area networks

A partnership between your networking staff and Cisco engineers that helps you integrate your technical requirements and design goals into your overall network design, while transferring design knowledge to your team throughout the design g y g gprocess

Deliverables:Detailed design reports and ongoing design consultation



Activity Detail: Identify Software Feature and Functionality Requirements Cisco Foundation

T h l N t kTechnology Network Support Service

E l t th biliti f tlEvaluate the capabilities of your currently deployed Cisco software levels on the network versus future feature and functionality requirements

Assess how feature and performance requirements and scheduled events such as hardware upgrades cause the need for software changes



Activity Detail: Identify Software Feature and Functionality Requirements (Cont.) Cisco Foundation


Review software management strategy and make overall strategy recommendationsAnalyze software versions and risk, and summarize identified end of life or end of service releasesidentified end-of-life or end-of-service releasesPerform proactive critical bug analysis—periodically analyze identified software tracksIdentify software security alerts that may affect key network infrastructure componentsnetwork infrastructure componentsDeliverables:

Software management strategy report Proactive software recommendation reportsPeriodic software lifecycle reports, bug reports, and infrastructure analysis reportsOngoing software security alerts



Activity Detail: Analyze Performance Data and Configurations Cisco Foundation


Periodic performance analysis to sustain a high-performance network and meet the changing demands of business throughout the year

Re ie o r net ork de icesReview your network devices

Collect performance-related data

Apply Cisco leading practices

Quickly identify when your network is not functioning at high performance levelsfunctioning at high performance levels

Deliverables:Technology and protocol audits Configuration best practices reports P i di l l iPeriodic syslog analysis Proactive advisory reports



Activity Detail: Monitor Areas Prioritized f P t ti l I t

Cisco Foundation T h l N t kfor Potential Improvement Technology Network

Support Service

Network improvement planning provides continued focus on areas of potential improvement identified by the Cisco Foundation Technology Annual Assessment Service and the Cisco Foundation Technology Network Support Service The Cisco Services team provides a quarterly network improvement plan that summarizes all of the recommendations agreed to by the customer along with theagreed to by the customer, along with the customer’s schedule for implementing the changes



Activity Detail: Provide Network Ch S t

Cisco Foundation T h l N t kChange Support Technology Network

Support Service

Scheduled change supportReduce the potential for error during scheduled changesTake advantage of the wealth of Cisco expertise prior toTake advantage of the wealth of Cisco expertise prior to executing the change in your networkAfter-hours support may be scheduled with five business days notice

Unscheduled change support Reduce the effects of individual device failures on the overall networkIf a critical reactive issue with the network occurs, contact the Cisco Technical Assistance Center for initial problemdiagnosis R i i h f d d i hReceive support with software upgrades, design changes, or configuration changes needed to restore the network



Cisco Foundation Technology Continuous Learning Service

Provides access to:Cisco Technical Knowledge Library

Interactive content, video-on-demand presentations, best practices, configuration guides

Cisco technical experts*Knowledge transfer sessionsRegular communication with through conference calls and e-mail

Helps your staff become more self-sufficient, proficient, and productive by facilitating knowledge transfer throughout the lifecycle of your networknetwork

*During normal business hours



Service Activities Cisco Foundation T h l C tiService Activities Technology Continuous

Learning Service

Provide anytime access to industry-leading expertise and intellectual propertyproperty

Provide information about new networking products and software features for yourproducts and software features for your environment on a continual basis



Deliverable Detail: Access to theCi T h i l K l d Lib

Cisco Foundation T h l C tiCisco Technical Knowledge Library Technology Continuous

Learning Service

Provides:Cisco product and technology informationEngineering white papersCase studies Cisco Press® publicationsThe onBusiness Network Content LibraryContent LibraryNetworkers OnlineRecommendations for e-learning courses and simulation tools

Content is maintained andContent is maintained and updated by the Cisco Services team for each customer



Cisco Advanced Technology O ti i ti S iOptimization Services

Cisco Unified Communications Optimization Service

Cisco Data Center Net orking Optimi ation Ser iceCisco Data Center Networking Optimization Service

Cisco Wireless LAN Optimization Service

Each service is available on an annual subscription basis as a supplement to the Cisco Foundation Technology Optimization Service Bundle/NOS

Provide design support performance analysis and recommendations and ongoingProvide design support, performance analysis and recommendations, and ongoing knowledge transfer services

Help improve the performance of Cisco advanced technologies and improve your return on investment



Cisco Unified Communications System

Enables Effective Communication Built into the Network

A platform for real time communications based on an intelligent network:

Call processing intelligencep g gPresence IntelligenceLocation intelligenceOpen and extensible

Rich-media communications applicationsUnifiedOpen and extensible

Tools and API for channel partners andTools and API for channel partners and customers to manage the entire portfolio



Cisco Unified Communications Optimization S i (C t )Service (Cont.)

Three service activities extend and enhance the Cisco Foundation Technology Network Support Service:

Provide design support Establish a software strategy Engineer and optimize performance g p p

A single service activity extends and enhances the Cisco Foundation Technology Continuous Learning Service:Technology Continuous Learning Service:

Transfer knowledge and mentor



Service Activities Cisco Unified C i tiService Activities Communications

Optimization Service

Provide design supportProvide design supportReview customer design standards Review the Cisco Unified Communications system design Assess security Develop the Cisco Unified Communications system design p y gAssess the security growth plan Review the system test procedures Provide ongoing consultative support

Establish a software strategyAssess software Analyze software risk

Engineer and optimize performanceAudit IP communications stability Assess operational readiness Tune performance Implement tuning recommendations for Cisco Unified Communications systems





Activity Detail: Provide Design S t

Cisco Unified C i tiSupport Communications

Optimization Service

Help your Cisco Unified Communications System Meet Your Evolving Requirements and Scale to Meet Future Demands

Ongoing maintenance and enhancement of the voice detailed design

Requirements and Scale to Meet Future Demands

Determine the state and health of your Cisco Unified Communications system

Audit the voice environment and assess operational readinessoperational readiness Deliverable:

Remediation plan to help correct deficiencies and make sure your detailed design stays up to date and scales with your business needsscales with your business needs



Extend and enhance the Cisco Foundation Technology Network Support Service

Activity Detail: Establish a Software Strategy Cisco Unified

C i tigy

CommunicationsOptimization Service

Develop and Maintain a Comprehensive Software Strategy for Your Converged Network—Collaboratively

Evaluate your Cisco Unified Communications system’s current software to determine if its capabilities can meet your present and future feature and functionality

i trequirements

Determine the software versions and upgrades necessary to support your ongoing service requirements.

Assess factors with the potential to cause problems, such as hardware and software incompatibilities

Review whether scheduled events such as hardware upgrades might require software changes to maintain performanceperformanceDeliverables:

Software infrastructure analysis reportProactive software recommendation report




Activity Detail: Engineer and Optimize Performance Cisco Unified

C i tip


Sustaining a High-Performance Unified Communications System Requires Periodic Performance Analysis

Audit configuration templates, scripts, commands, and quality-of-service (QoS) levels to determine whether they support smooth efficient delivery of Cisco Unified

q y

support smooth, efficient delivery of Cisco Unified Communications systemIdentify when your network is not functioning at high performance levels:

Review your network devicesyCollect performance-related dataApply Cisco leading practices

Deliverables:Baseline of converged network performance and GapBaseline of converged network performance and Gap Analysis report with remediation plan Baseline of operational staff, processes, procedures, tools, and managements systems with gap analysis and remediation plan Perform tuning recommendations for Cisco Unified



gCommunications systems


Activity Detail: Transfer Knowledge and Mentor Cisco Unified

C i tig


Helps Increase Your Staff’s Knowledge and Productivity

Improve your ability to maintain the network and improve performance and reliability

g y

Cisco engineers who understand your Cisco Unified Communications system customize the format and topics of discussion Deliverables:

Informal educational sessions Chalk talks Regular communication via conference calls and e-mail



Extend and enhance the Cisco Foundation Technology Continuous Learning Service

Expertise: Cisco Unified C i ti E i

Cisco Unified C i tiCommunications Engineers

Reduce Downtime Across Your Voice Network, Improve Cisco Unified Communications System


Highly trained; intimate understanding of Cisco Unified Communications

Improve Cisco Unified Communications System Performance

Unified Communications Partner with your routing and switching optimization engineers Evaluate your converged network a uate you co e ged et oenvironment—performance levels, configurations, anomaliesProvide feedback and recommendations based on:on:

Industry best practices Years of experience operating and optimizing converged network environments



Transactional Services = P j t B d S dProject Based - Scoped

Cisco Advanced Services for network

Planning/Design/Implementationg g p




Cisco AS project executionFor any Cisco technology – Preferred joined delivery with local partners

PlanPlan DesignDesign ImplementImplement OperateOperate

Product Sales tasks

ServiceS l t k

CRD

SOWSales tasks

PM tasksSCHDPLANWKAEWKAI

PC tasks LLD

SRS NIPNMP

CRD-R

WKAI

PE TasksSRS

SSF NSPNIP

NRFUNMP



Time

Best practices - project executionProject team structure and deliverables

Product SalesDeliverables: Customer requirements document - CRD

Service sales managerDeliverables: SOW ( Statement of work)

Programme and/or Project Manager (PM)Deliverables: Project schedule – SCHDDeliverables: Project schedule SCHD

Project PLAN - PLANExternal_kickoff_agenda – WKAEInternal_kickoff_agenda – WKAIProject completion – COMPLj pLessons Learned - LLR

Project Consultant(s) (PC)Deliverables: CRD-Response document – CRDR

Low Level designgProject Engineer(s), (PE)

Deliverables: Site Survey Specification – SRSSite Survey – SRFNetwork ready for Use – NRFU



Network ready for Use NRFUMigration Plan – NMPStaging Plan – NSPImplementation Plan - NIP

Post sales best practicespLow Level Design (LLD) document Content

Low Level Design Documents (LLD) – refers to a document that provides a detailed description of the solution. The Project Consultant creates it in close co-operation with the customer.

Network ArchitectureNetwork Topology

Quality of Service

MPLS VPN

The customer is required to approve this document prior to moving onto the subsequent phase.

Network TopologyDesign ConsiderationsNaming ConventionCore Transport ArchitectureOptical Transport Design

MPLS-VPN

IP Multicast

IPv6

Traffic EngineeringOptical Transport DesignPhysical Network DesignLogical Network DesignAccess Technologies

Traffic Engineering

Content Delivery Networking

IP Telephony

IP Contact CenterDialCableNetwork Services

Network Management

Network Operations

General Security



Post sales best practices

Risk Assessment StatusPlease indicate the risk status of this opportunity by category and technology

Customer requirements document (CRD) Content

Please indicate the risk status of this opportunity by category and technology.If any risk status is red, and there is a remedy or plan that could decrease the risk, please state it here (for actions on specific risks, see Detailed Risk Assessment section.)

Customer Overview and Project ScopeCustomer Overview and Project ScopePlease provide a brief profile of this customer and an overview of the technology/solution they will deploy. (If this is a CNC, this can be extracted from the CRD.)

Deployment TimeframesDeployment TimeframesPlease provide an estimate of the project deployment timeframe including the timeframe for the major deliverables.Please insert a brief summary of the proposed overall service approach (PDI,), as well as listing the proposed Services, (e.g. design, staging, implementation, t ti j t t) d k d li bl ( LLD NIP NRFU)testing, project management) and key deliverables (e.g. LLD, NIP, NRFU).

Resource RequirementsIn the table below, please give estimates for delivery resources (NCE, PM, etc.) required to complete the tasks within the project, as well as estimated duration.



Infrastructure RisksNMS Risks

Post sales best practicespSite Requirements Specification (SRS) Content

Site Requirements Specification (SRS) – refers to a document that provides a detailed specification of the physical, electrical and environmental requirements to be provided at

Site Details Circuit Information

specification of the physical, electrical and environmental requirements to be provided at each Customer site to ensure a successful installation and operating environment.

Site DetailsEnvironmental RequirementsAmbient Temperature and Humidity RequirementsAltitude and Vibration

Circuit Information

Circuit Details

Circuit Information

Labeling FormatsAltitude and Vibration SpecificationEquipment RequirementsCabinet RequirementsSchematic Rack Diagrams

Labeling Formats

Equipment Labeling

Power Supply Labeling

Cabinet LabelingSchematic Rack DiagramsCabinet Layout DiagramDC Power Distribution DiagramEquipment Port Allocation and Cable Schedule

g

Cable Labeling

Review

Document Acceptance



Port Allocations

Post sales best practicespSite Survey Form (SSF) Content

Site Survey Form (SSF) – refers to a document that provides a checklist of all items that need to be considered prior to a network installation taking place at the Customer site

R t A /N t k

need to be considered prior to a network installation taking place at the Customer site, including access for delivery of equipment to site. .

Site DetailsEnvironmental ConsiderationsElectrical Considerations

Remote Access/Network Management

Responsibility Matrix

Site Survey CompletionCablingNetwork SynchronizationCarrier CircuitsPeripheral Data Communications E i t

Site Survey Completion

Glossary

About This Site Survey FormEquipmentPeripheral Voice Communications Equipment

History

Review

Document Acceptance



Post sales best practicesNetwork Staging Plan (NSP) Content

Network Staging Plan (NSP) - This document defines the specific actions that are necessary to build and test the network solution at a Cisco Systems (or in some cases Customer provided) Staging FacilityStaging Facility.The staging tests will demonstrate that the network equipment has been correctly configured and will operate in a manner that will enable Customer to accept that the network can be rolled out as a working system

Project OverviewHigh Level Project OverviewNetwork OverviewNetwork Topology Diagrams

Equipment Order

Low Level Staging Plan

Schematic Rack DiagramsNetwork Topology DiagramsPhysical Network TopologyLogical Network TopologyProject Contact List

Cabinet Layout Diagram

DC Power Distribution Diagram

Equipment Chassis Card Layout and Serial NumbersSite Information

Address and Contact DetailsConsiderationsEquipment Floor Plan

and Serial Numbers

Equipment Port Allocation and Cable Schedule

Port Allocations



Network Topology Circuit Information

Circuit Details

Labeling Formats

Post sales best practicesNetwork Implementation Plan (NIP) Content

Network Implementation Plan (NIP) – refers to a document that provides the information t t th i l t ti f th i t t C t it d t ifnecessary to carry out the implementation of the equipment at Customer site and to verify

basic operation. It is a guide for the implementation engineer to follow. It contains node and site specific information and records the tests and actions carried out.

Project OverviewHigh Level Project OverviewNetwork OverviewNetwork Topology Diagrams

Equipment Order

Low Level Staging Plan

Schematic Rack DiagramsNetwork Topology DiagramsPhysical Network TopologyLogical Network TopologyProject Contact List

Cabinet Layout Diagram

DC Power Distribution Diagram

Equipment Chassis Card Layout and Serial NumbersSite Information

Address and Contact DetailsConsiderationsEquipment Floor Plan

and Serial Numbers

Equipment Port Allocation and Cable Schedule

Port Allocations



Network Topology Circuit Information

Circuit Details

Labeling Formats

Post sales best practicesNetwork Ready for Use (NRFU) Content

Network Ready for Use (NRFU) – refers to a document, which defines, and records the specific ti th t t t t th C t t k d li d b Ci d t d l th tactions that are necessary to test the Customer network delivered by Cisco and to declare that

it is ready for use. The NRFU tests will demonstrate that the Network equipment has been configured and the network will operate in a manner designed. It will also enable Customerto accept it as a working system and proceed with the process of adding production

ti it d t ffi I t t T ti h b l t d f ll

Network OverviewHigh Level Project Overview

Success Criteria

Prerequisites and Assumptions

connectivity and traffic once Interconnect Testing has been completed successfully.

g jNetwork OverviewNetwork Topology DiagramsPhysical Network TopologyLogical Network Topology

Prerequisites and Assumptions

Network Ready For Use Tests

Test Configurations

<Device/Service> ConfigurationLogical Network TopologyNetwork Ready For Use Test ProcessOverview TimescalesResource Requirements

g

Final Configurations

<Device> - <Nodename> Configuration

Addi i l S i



Resource RequirementsTest EquipmentTest Schedule

Additional Sections

Network Ready for Use Test Plan

Network Ready For Use Test Completion

Post sales best practicespNetwork Migration Plan (NMP) Content

Network Migration Plan (NMP) refers to a document that describes the actionsNetwork Migration Plan (NMP) – refers to a document that describes the actions taken in order to migrate the Customers existing services on to the newly implemented network. The NMP includes the procedures for migration,testing and fallback contingency

Network OverviewNetwork Topology Diagrams

Success Criteria

Prerequisites and AssumptionsPhysical Network Topology

Logical Network TopologyProject OverviewHigh Level Project Overview

Assumptions

Site Details

Equipment and Service ScheduleHigh Level Project Overview

Risk AnalysisRisks of Performing This Migration

Schedule

Service Endpoint Allocations

Migration Tasks

Mi i T k i



Risks of Not Performing This MigrationTimescales

Migration Task Lists

Migration Plan

What is IT Governance ?What is IT-Governance ?What Is IT Governance?

IT governance is the responsibility of the board of directors andexecutive management. It is an integral part of enterprise governanceand consists of the leadership and organisational structures andprocesses that ensure that the organisation's IT sustains and extendsprocesses that ensure that the organisation s IT sustains and extendsthe organisation's strategies and objectives.

IT governance addresses these main areas of IT activity:

• Strategic alignment, with a focus on aligning with the business and collaborative solutions• Value delivery, concentrating on optimising costs and proving the value of IT• Risk management, addressing the safeguarding of IT assets (including project g , g g g ( g p jinvestments), disaster recovery andcontinuity of operations• Resource management, optimizing knowledge and IT infrastructure• Performance measurement, tracking project delivery and monitoring IT services



“IT” is understood to encompass the infrastructure as well as the capabilities andorganisation that establish and support it.

, g p j y g

Business drivers for IT Best practicesBusiness drivers for IT Best practicesIT best practices have become significant due to a number of factors:

• Business managers and boards demanding better returns from IT investments, i.e., that IT delivers what the business needs to enhance stakeholder value

• Concern over the generally increasing level of IT expenditure• Concern over the generally increasing level of IT expenditure

• The need to meet regulatory requirements for IT controls in areas such as privacy and financial reporting (e.g., the US Sarbanes-Oxley Act) and in specific sectors such as finance pharmaceutical and healthcarefinance, pharmaceutical and healthcare

• The selection of service providers and the management of service outsourcing and acquisition

• Increasingly complex IT-related risks, such as network security

• IT governance initiatives that include adoption of control frameworks and best practices to help monitor and improve critical IT activities to increase business value



practices to help monitor and improve critical IT activities to increase business value and reduce business risk

IT best practices and standardsIT best practices and standardsBest Practices and Standards Help Enable Effective Governance of IT Activities

An IT Management Framework Is Needed

• ITIL—Published by the UK government to provide best practices for IT service management

ITIL is based on defining best practice processes for IT service management andITIL is based on defining best practice processes for IT service management and support, rather than on defining a broad-based control framework. It focuses on the method and defines a more comprehensive set of processes

• COBIT—Published by ITGI and positioned as a high-level governance and control COBIT Published by ITGI and positioned as a high-level governance and control framework

COBIT is based on established frameworks, such as the Software Engineering Institute’s Capability Maturity Model, ISO 9000, ITIL and ISO 17799



ITIL & COBIT St f k f b t tiITIL & COBIT – Strong frameworks for best practices

Statements by analysts recommending the adoption of best practices,Statements by analysts recommending the adoption of best practices, for example:

Strong framework tools are essential for ensuring IT resources are aligned with an enterprise's business objectives, and that services and information meet quality, fiduciary and security needs….

COBIT and ITIL are not mutually exclusive and can be combined to provide aCOBIT and ITIL are not mutually exclusive and can be combined to provide a powerful IT governance, control and best-practice framework in IT service management.

E t i th t t t t th i ITIL i t th t t fEnterprises that want to put their ITIL program into the context of awider control and governance framework should use COBIT.



ITILITIL

IT service management is concerned with delivering and supporting ITIT service management is concerned with delivering and supporting IT services that are appropriate to the businessrequirements of the organisation. ITIL provides a comprehensive, consistent and coherent set of best practices for ITservice management and related processes, promoting a quality approach for achieving business effectiveness andefficiency in the use of IS.

The generic processes described in ITIL promote best practice and may be used as a basis for achievingthe British Standard for IT Service Management (BS 15000),

hich is c rrentl being considered for fast tracking towhich is currently being considered for fast-tracking tobecome an international standard—ISO/IEC 20000.



ITILITIL

The core operational processes of IT service management

The processes of service support described in ITIL are:• Incident management

P bl t• Problem management• Configuration management• Change management• Release management

Ser ice desk f nction• Service desk function

The processes of service delivery described in ITIL are:• Capacity management• Availability management• Financial management for IT services• Service level management



g• IT service continuity management

The Advantages of COBIT

COBIT provides significant advantages to those who recognize the need for internal control over their information and the systems that manage it, including:

It is increasingly accepted internationally, based on the professional and practical experiences of experts worldwide.

It is 100 percent compliant with ISO17799, COSO I and COSO II, and maps onto many other related standardsrelated standards.

COBIT is a way to bridge the communication gap between IT functions, the business and auditors, by providing a common approach, understandable by all.

COBIT i t i t d ti bl d tCOBIT is management-oriented, actionable and easy to use.

COBIT provides strong support for IT audit, reduces the cost of audit risk assessment, and enables a higher quality of audit and related opinion.

COBIT avoids reinventing wheels and shortens the time required to implement effective practices.

COBIT is a flexible and adaptable approach to suit every organization’s unique cultures, size and specific requirements.



COBIT is complete, objective and continually evolving and is maintained by a reputable not-for-profit organization.

ITIL/ITSM – What is it?



Potential problems of ITILOr why do you need CoBIT ( Common objectives for IT..) on top…

Th i t d ti t k l ti d i ifi t ff t d i h fThe introduction can take a long time and significant effort, and requires a change of culture in the organization. An over ambitious introduction can lead to frustration because the objectives are never met.

If process structures become an objective in themselves, the service quality may be p j , q y yadversely affected. In that case, procedures become bureaucratic obstacles that are avoided where possible.

There is no improvement due a lack of understanding about what processes should provide, what the performance indicators are, and how processes can be controlled.provide, what the performance indicators are, and how processes can be controlled.

Improvement in the provision of services and cost reductions are insufficiently visible.

A f l i l t ti i th i l t d it t f l tA successful implementation requires the involvement and commitment of personnel at all levels in the organization. Leaving the development of the process structures to a specialist department may isolate that department in the organization and it may set a direction that is not accepted by other departments.



If there is insufficient investment in support tools, the processes will not be done justice and the service will not be improved. Additional resources and personnel may be needed if the organization is already overloaded by routine IT Service Management activities.

ITIL Service Areas

Availability ManagementIT Service

ContinuityManagement

Financial

Capacity Management

g

R lFinancialManagement

for IT services

C

Release Management

Service LevelManagement

Change Management

Configuration

IncidentManagement Problem

Management

Configuration Management



g

ITIL Certification

Certificate Description Training and Examination

FoundationBasic understanding of the ten ITIL Service Delivery and Service Support processes and the Service Desk function

3 day training,1 hour multiple choice exam

PractitionerDeep understanding of one ITIL process; Foundation certificate is a prerequisite

2-3 day training,2 hour essay style examprerequisite exam

Service Manager

Deeper understanding of all ten ITIL processes and the Service Desk Function; Foundation certificate is a

2-3 week training, 2x3-hour essay style

ITIL Foundation Certification

Manager Function; Foundation certificate is a prerequisite

y yexams

Might be of interest for SAM/BDM



NIN

G &

NG

Staging Plan Development

Detailed Design Development

Business Requirements Staging

NET

WO

RK

PLA

NEN

GIN

EER

IN

Staff Planning Development

Migration Plan Development

Systems Acceptance Test Plan Development

Implementation Plan Development

Proof of Concept

Business Case Development

High Level Design

Technology Strategy

Deployment Project Management

Site Readiness Assessment

Systems Readiness Assessment

Detailed Requirements Plan

Technology Improvement

Technology Assessment

Business Case Alignment

Training

Systems Acceptance Testing

Migration

Implementation

NS

AND

ED

SER

VIC

ES

Systems Monitoring and Management

Configuration Management

Moves, Adds, and ChangesUsing ITIL

Using eTOM

OPE

RAT

ION

NET

WO

RK

MAN

AGE

Business Readiness Test Plan

Ops. Implementation Plan Development

Operations Design Development

Hardware Support

Troubleshooting Support

Change Management

Operations Technology Operations Deployment Project

Network Resiliency Assessment

Operations Detailed Requirements Plan

Operations Assessment

Operations AssessmentBusiness Readiness Test

Operations Implementation

UR

ITY

SER

VIC

ES

Business Readiness Test Plan Development

Security Implementation Plan Development

Security Design Development

Software Support

Security Administration

Operations Technology Strategy

(Technology) Security Readiness Assessment

Security Vulnerability Assessment

Security Architecture Assessment

Operations Deployment Project Management

Security Improvement

Security Assessment

Operations Improvement

Security Implementation

Operations Training



SEC

U

DesignDesign ImplementImplement OptimizeOptimizeOperateOperatePlanPlanPreparePrepare

RT59/ ORMA - Assessment Approach

1. Interview business & IT leaders and senior

RT59/ ORMA Assessment Approach

1. Interview business & IT leaders and senior engineers

2. Gather technical, process, tools and organizational documents and templates

3 Assess and document current state; Network Health

30+ interviews

3. Assess and document current state; Network Health Report

4. Outline a detailed remediation plan to achieve business and availability goals

5 P hi bl i i d i t d 30 te e s5. Prepare an achievable vision and associated roadmap



Executive Readout showsobstacles to strategy

Detailed Remediation PlanExec SummaryNet Health

Report

The Solution: A Lifecycle Approach to Service and Support (Elevator Pitch)

Coordinated Planning and StrategyMake Sound Financial

Decisions

PreparePrepare

Assess ReadinessCan Your Network Support the Proposed System?

PlanPlan

Operational ExcellenceAdapt to Changing

Business RequirementsOptimizeOptimize

CISCOPARTNER

Maintain Network HealthManage, Resolve,

Repair ReplaceOperateOperate

Design the SolutionProducts, Service, Support Ali d t R i t

DesignDesign

PARTNERCUSTOMER

Repair, Replace

Implement the Solution

ImplementImplement

Aligned to Requirements



Implement the SolutionIntegrate Without Disruption

or Causing Vulnerability

Mapping CoBiT to ITIL

ses

iT P

roce

ssC

oBi



Mapping CoBiT to ITIL for customers Problem Management - CoBiT process DS10g pRACI Chart



CoBiT

Mapping CoBiT to ITIL for customers Problem Management - CoBiT process DS10g pDetailed control objectives

DS10.1 Identification and Classification of ProblemsProblems should be categorised as appropriate into related groups or domains (e.g., hardware, software, support software). These groups may match the organisational responsibilities or the user and customer base and are the basis for allocatingThese groups may match the organisational responsibilities or the user and customer base, and are the basis for allocating problems to support staff.

DS10.2 Problem Tracking and ResolutionThe problem management system should provide for adequate audit trail facilities that allow tracking, analysing and determining the root cause of all reported problems considering:g p p g• All associated configuration items• Outstanding problems and incidents• Known and suspected errorsIdentify and initiate sustainable solutions addressing the root cause, raising change requests via the established change managementprocess. The progress of problem resolution should be monitored against SLAs.process. The progress of problem resolution should be monitored against SLAs.

DS10.3 Problem ClosurePut in place a procedure to close problem records either after confirmation of successful elimination of the known error or after agreement with the business on how to alternatively handle the problem.

DS10 4 I i f Ch C fi i d P bl MDS10.4 Integration of Change, Configuration and Problem ManagementTo ensure effective management of problems and incidents, integrate the related processes of change, configuration and problem management. Monitor how much effort is applied to firefighting rather than enabling business improvements and, where necessary,improve these processes to minimise problems.



CoBiT

Mapping CoBiT to ITIL for customers Problem Management - CoBiT process DS10g pKPI, KGI



CoBiT

Mapping CoBiT to ITIL for customers Problem Management - CoBiT process DS10g pMaturity Model

Management of the process of Manage problems that satisfies the business requirement for IT of ensuring end users’

satisfaction with service offerings and service levels, and reducing solution and service delivery defects and rework is:

0 Non-existent whenis no attempt made to identify the root cause of incidents.

1 Initial/ Ad HocwhenIndividuals have recognised the need to manage problems and resolve underlying causes Key knowledgeable individualsIndividuals have recognised the need to manage problems and resolve underlying causes. Key knowledgeable individuals provide some assistance with problems relating to their area of expertise, but the responsibility for problem management is not assigned.

2 Repeatable but Intuitive whenThere is a wide awareness of the need and benefits to manage IT-related problems within both the business units and information services function.

3 Defined Process whenThe need for an effective integrated problem management system is accepted and evidenced by management support and budgets for the staffing and training are available.

4 Managed and Measurable whenThe problem management process is understood at all levels within the organisation. Responsibilities and ownership are clear and established.

5 Optimised when



The problem management process has evolved into a forward-looking and proactive one, contributing to the IT objectives. Problems are anticipated and prevented.

CoBiT

COBIT ( Control Objectives for IT and related technology )technology )

Control Framework providing tools which help measuring the efficiencyControl Framework providing tools which help measuring the efficiency of IT processes and the efficiency of IT alignment with business

Comprehensive guidance for management and business process owners

Enables the development of a clear policy and good practice for IT control throughout organizations by defining KPI and CSF

Coorporat Governance IT Governance KPI CSF SLAp



KPI based Service delivery

HOW to do it ?HOW to do it ?

Governance in KPI based service delivery Alignment of customer businessAlignment of customer business KPIs with Cisco service delivery



KPI based service delivery framework – Why ?What do we want to achieve ?What do we want to achieve ?

KPI based strong Governance and thought Leadership In service delivery

Helps center service selling and delivery discussionson measurable values rather than costs andon measurable values rather than costs and subjective interpretations by:

Defining value metrics and KPIs with customer jointly and openly upfront

Ali KPI ith t i t l KPI d bj ti



Align KPIs with customer internal KPIs and objectivesKPIs measure service delivery efficiency and performance

KPI based service delivery framework – Why ?What do we want to achieve ?What do we want to achieve ?

KPI based strong Governance and thought Leadership In ser ice deli erIn service delivery

Reduces subjectivity in the relationship

C ti i t i iContinuous improvement in service requests handling performance

Continuous improvement of staff productivity



p y

KPI based service delivery framework – HOW ?

Identify and align KPIs with customer business KPIs by using Cisco business KPI methodology

Define focus areas

Validate KPI details

Finalise KPI trends and reporting

Workshop #1 Workshop #2 – Workshop #3

Workshop objectives

Process mapping of customer

operational focus or pain points; Define areas of

Review all KPI definition

templates to test relevance,

solidity and

Review all KPI reporting

templates and historical data;

agree KPI

reporting

Define areas of Cisco

contribution

solidity and feasibility

agree KPI trending (notthresholds)

KPI definition templates

KPI reporting templates

On-going reporting

Definition of in and out of

scope; Understanding of KPI impact on business

Cut down KPI list; Common understanding of interdepen-dencies across

Cisco and

Final portfolio of business

relevant KPIs, ready for contract inclusion

Workshop outcome

pKPI

thresholds agreed



on business operations

Cisco and customer

inclusion

1 day ½ day~2 weeks ½ day~2 weeks 6+ months


KPI measurement – KPI usage

KPI measurement and standard compliancy:Deterministic and precise (almost mathematical) measurement of that what we call value of Cisco ServicesStandard compliancy ( ITIL COBIT eTOM)Standard compliancy ( ITIL, COBIT, eTOM)

KPI usageUsing KPIs compliant with customer management business KPIs to measure

AS delivery efficiency

Using KPIs as a strong vehicle



( on Cisco site as well as on Customer site)to proactively act – not react - upon servicequality delivery improvements


KPI performance reporting

KPI performance reportingMonthly performance reporting – report send to customer CXO level

Quarterly CXO meetings



KPI based service delivery frameworkResults and feedback from experience in the field

KPIs : Mean time to repair measurement results June 2008-May 2009

Key Takeaways: 2008/2009

Increased productivityIncreased productivity of customer and Cisco teams by:

55% decrease in t ´ ff tcustomer s efforts

compared with average 2008

42% decrease in time to close compared withclose compared with average 2008

24% decrease in Cisco´s efforts to solve open requests compared withCustomer



requests compared with average 2008Customer

Customer

eTOM: Enhanced Telecom Operations Map®L1 processesp

Customer

Fulfillment Assurance BillingOperationsSupport &Readiness

ProductLifecycleManagement

InfrastructureLifecycleManagement

Strategy &Commit

Strategy, Infrastructure & Product Operations

Customer Relationship ManagementMarketing & Offer Management

Service Management & OperationsService Development & Management

Resource Management & Operations

Supplier/Partner Relationship Management

Resource Development & Management

Supply Chain Development & Management

(Application, Computing and Network)(Application, Computing and Network)

Strategic & Enterprise Enterprise Risk Enterprise Effectiveness Knowledge & Research

Enterprise Management



Planning

Financial & AssetManagement

Stakeholder & ExternalRelations Management

Human ResourcesManagement

Management Management Management

eTOM: Enhanced Telecom Operations Map®L2 processes

OperationsFulfillment Assurance BillingOperations Support

& Readiness

p

& ReadinessCustomer Relationship Management

Customer Interface Management

Billing & Collections

Management

CustomerQoS / SLA

Management

ProblemHandling

Selling

OrderHandling

MarketingFulfillmentR

CRMSupport &Readiness

Service Management & OperationsService Service Service Quality Service &SM&O

Retention & Loyalty

gResponse


Configuration & Activation

ProblemManagement

Q yManagement Specific Instance

Rating

SM&OSupport &Readiness

ResourceTrouble

ResourcePerformance M tRM&O

Supplier/Partner Relationship ManagementS/P Requisition S/P Problem S/P S/P Settlements

ResourceProvisioning

Management

Resource Data Collection & Processing

ManagementRM&OSupport &Readiness



Supplier/Partner Interface Management

S/P RequisitionManagement Reporting &

ManagementPerformanceManagement

& BillingManagement

S/PRMSupport &Readiness

eTOM: Enhanced Telecom Operations Map®L3 processes

OperationsFulfillment Assurance BillingOperations Support

& Readiness

p

& ReadinessCustomer Relationship Management

Customer Interface Management

Billing & Collections

Management

CustomerQoS / SLA

Management

ProblemHandling

Selling

OrderHandling

MarketingFulfillmentR

CRMSupport &Readiness SellingL3

Service Management & OperationsService Service Service Quality Service &SM&O

Retention & Loyalty

gResponse

Manage Prospect

Qualify and Educate

Customer

Negotiate Sales

Acquire Customer

Data

Cross / Up Selling

SellingL3


Configuration & Activation

ProblemManagement

Q yManagement Specific Instance

Rating

SM&OSupport &Readiness

ResourceTrouble

ResourcePerformance M tRM&O

Supplier/Partner Relationship ManagementS/P Requisition S/P Problem S/P S/P Settlements

ResourceProvisioning

Management

Resource Data Collection & Processing

ManagementRM&OSupport &Readiness



Supplier/Partner Interface Management

S/P RequisitionManagement Reporting &

ManagementPerformanceManagement

& BillingManagement

S/PRMSupport &Readiness