© 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