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Evolve Your Services Business

Create value for your customers

Richard HorsfieldDecember 11, 2013


Partner Growth and ProfitabilityPartner Growth and Profitability

Partners

+

Cisco

Optimize Engine Evolve Engine Innovate Engine

Evolve your services business with the Smart

Services Engine

Optimize your Installed Base

with the Renewal

Engine and Migration

Engine

Innovate through

adoption of solutions with the

Innovation Engine

Engines to build your business


The Path to Services■ Services provide the highest potential profit for both partners and Cisco

■ Partners often struggle with placing Cisco offerings into their services strategy

■ “Managed Services” means different things to different partners – there needs to be a standard model that can be used

■ Partners should progress along a path aligned with their predominant business model, operational maturity level and business aspirations

■ Having a Path to Services helps partners to go from where they are, where they want to be, while benefitting from the best use of Cisco guidance and resources


IT Services Market - USA(without IT/BPO outsourcing on “Run” segment )

$48.1 Bn$24 Bn

$32.2 Bn$85.7 Bn

Service

sPlatform

$190 B Total Market for FY135.9% CAGR 2011-2017

Source : Gartner GroupForecast IT Services, Q1FY13 Update

Run it•Cloud Access

Design•Business & Technology consulting

Build•Application & Infrastructure Implementation

Manage it•HW & SW support services


Best-in-Class Approach

Whatever your

business model…

Selling services is an

opportunity to boost

your bottom line

Optimize Your Profitability


The Path to a Services Practice

Strategy + Planning

What do we sell, and why?

Marketing

How do we create demand and discover opportunities?

Selling

How do we position and close deals?

Building Service Offers

How do we establish and deliver these solutions?


MANAGED S ERV I C ESService Desk •••• Stewardship •••• Remote Backup •••• Contract Management •••• Remote Monitoring and Management •••• Pre-Paid Professional Services •••• Optimization ••••Operations Management •••• Solution Support

PROFESS I ONA L S ERV I C ESStrategy and Analysis •••• Assessment •••• Design •••• Validation •••• Deployment •••• Migration ••••Product Support •••• Solution Support •••• Operations Management •••• Optimization

What Services Are There?P L A N B U I L D M A N A G E

PRODUCT SUPPORT S ERV I C ESCore Product •••• Support Repair and Replacement •••• Alerting, Patching and Updating •••• Installed Base Management •••• Contract Management

Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.


Smart Services Acceleration Model

Partner Resources

Partner Investment

Partner Strategy

Leading Practices(Process, Methodology, Tools)

Cisco Services(Cisco Branded Resale,

Collaborative Services, Data

Collection)

Standardized Architectures

(Smart Business Architecture)

INCREASED Services Sales •••• Profits

Reduce Cost

Speed Speed to

Market

Reduce Risk

+ =Cisco-Branded Resale Services

Enabled Partner Services Offers

IMPROVEDDifferentiation

Customer Satisfaction

⟩

⟩


Leading Practices


Standardized Architectures

Tested and Validated Solutions Work Together

Comprehensive Architectural Solutions

Modular, Systematic Approach

Reduces risks

Removes complexity

Accelerates pre-sales cycle

Speeds deployment

Reduces / Eliminates post-sales issues

Cost benefits / savings

Trusted adviser relationship

Protects investments

More service selling time

Future services and solutions



Services that have …which collect …which is analyzed and compared to

…to provide

C I S C O I N T E L L E C T U A L C A P I T A L

+Automated Software-EnabledCapabilities

Network DiagnosticData

Actionable Insight

Cisco’s Intellectual Capital+ ⟩⟩⟩⟩

90K+technical

documents6Mannual customer

interactions50Minstalled

devices25networking

innovation

leadershipyears

What Makes a Cisco Service “Smart”?


Resell or Build? Which is Best?

Resell BuildHybrid

Customer

�

�

Solution Provider Partner


Cisco or 3rd Party Provider

Customer

�



Customer

�

�



Cisco or 3rd Party Provider



Smart Services by Market Segments


Smart Care and Smart Net Total Care: Which is right for you?

Help DeskNeeded?

TACAccess

Collector IB/Contract Mgmt

Alerts Reporting Assessments Proactive Monitoring

Smart CareCollaborative

Service; Partner-

led

Minimum 8x5

Help Desk;

help desk

expertise to

be the 1st

touch point

for customer

Partner

MUST take

1st call

Virtual and

Hardware

collector

available

Yes EoX,

PSIRT,

Hardwar

e,

Software

Alert

Reporting,

Monthly

Business

Report,

Network

Exception

Report

Core, Security,

Voice

assessments

Yes

SNTCCisco Brand;

Cisco Delivered

No Help

Desk

Required

Customer

has direct

TAC

access

Virtual and

Hardware

collector

available

Yes EoX,

PSIRT,

Hardwar

e,

Software

Alert

reporting,

inventory

reporting

No No


A Partner’s Perspective

Alan McDonald

President & CEO

AllConnected

Play Video


An opportunity to drive demand generation


Evolution for our customers• Standard or Limited Lifetime Warranty

– [Repair: Hardware Replacement / Minor Bug Fixes]

• SMARTnet– [Device Availability & Performance: Proactive Device Diagnostics, Software Updates & Upgrades, Award

Winning Cisco TAC and more]

• Smart Services – [All above capabilities + Software-based Network Visibility, Automation & Analytics to Fuel Performance,

Efficiency & Innovation]

– Smart Net Total Care

– Smart Care *Partner-Branded (Partner must be Smart Care Certified)

– Partner Support Service

• Advanced Services – [Professional Services]

– Collaborative Professional Services *Partner-Branded (Partner must qualify)

– Solution-Based Services

RepairRepair

Tables

Stakes

Tables

Stakes

InnovativeInnovative

AdvancedAdvanced


Elements of a Campaign


Lead From Lifetime Warranty to SMARTnet

Email &Landing

Page Templates

Call Guide

Play Brief

Copy BlocksBanner Ads

Video

• Target Customers with high volumes of uncovered Limited Lifetime Warranty (LLW) gear

• Desired result: Qualified Leads for SMARTnet coverage delivered to Partners

• Easily capture annually recurring revenue that was left on the table:Customers are missing out on availability and performance if they haven’t bought Service on their Limited Lifetime Warranty

products.

Annuity Advantage


General SMARTnet

Email &Landing

Page Templates

Call Guide

Video

Copy Blocks

Play Brief

Banner Ads

Annuity Advantage

• Target Customers with high volumes of uncovered gear

• Desired result: Qualified Leads for SMARTnetcoverage delivered to Partners

• Easily capture annually recurring revenue that was left on the table: Customers are missing out on availability and performance if they haven’t bought Service on Cisco products.

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SMARTnet Attach SMARTnet for LLW

Services-led Partner Lead Generation Plays

Smart Net Total Care

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Migration Engine

• Approved MDF activity

• Helps partners “turn the installed base” with existing customers

• Utilize LDoS data to execute a multi-touch (email and Telemarketing) campaign

• Includes a strong call to action –• Partner AM and Cisco Virtual

Engineering team support• Network Assessment


Next StepsComplete an assessment to understand where you are today

And how you compare to others in your field

Decide on your services strategy

Determine your build versus buy strategy

Leverage Smart Services “engines” to help grow your services business

Continue to work with us on your strategy and plan

Leverage our resources, demand generation programs, and incentives

To help accelerate the growth of your business


Thank You

evolve your services business - ingram micro · optimize engine evolve engine innovate engine...

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