Cisco IT – Planning anInternal Teleworker ServiceMarch 2012Jerry Applegate, Cisco IT Service Manager, Network Services
Business Drivers / Context        Planning Considerations / Our        Approach        Deployment History        Q&AJerry ...
Virtual Worker                               Resilient &Secure                                     Reduce Carbon          ...
Cloud                              Hybrid                                          Mobile                  Hybrid         ...
© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Confidential   5
Strategy / Overall Approach                         • Will you target job families?                         • Will you foc...
Scope/Scale – Global? Expandable?                         • Expandable, decentralized architecture                        ...
Business Continuity                                  • Major design/cost impact                                  • Factor ...
Policies: Wide Range of Important                             Considerations                                  •        Ent...
Collaboration Tools!                                  • Can make/break a teleworker program                               ...
Service Life Cycle                       • Build an on-line request system                       • Track client info, requ...
Self-Service Implementation Model                       • Menu style service selection                       • Client perf...
• Bandwidth Speed and Quality                                 Client Info                    Requirements for CVO         ...
Service Ordering Tool                    Client Menu of Services                                    CVO Basic             ...
© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Confidential   15
© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Confidential   16
• After the initial growth in the US, growth rate in EU and Emerging Markets is        higher© 2011 Cisco and/or its affil...
• International standards and regulations add complexity to a global deployment© 2011 Cisco and/or its affiliates. All rig...
• Tend to be customer facing job families© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Confidential   19
© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Confidential   20
Increasing Range of new Voice/Video Platforms,                             High-Def and Feature Rich (Cius, Desktop Tele- ...
Thank you.
© 2011 Cisco and/or its affiliates. All rights reserved.   Cisco Confidential   23
Use Case Requirements for End User Collaboration                                                                          ...
Key Features:•Full IP Phone, wireless, data and video services over encrypted VPN•Fail-safe, redundant connectivity with d...
OfficeExtend Solution                                       AnyConnect Secure                                     and a La...
• Telecommuting infrastructure is not a response to business                          interruption, it is a proactive stra...
• Redundancy and Failover – The service becomes mission critical,               make it resilient        • Consider Two Se...
• Policies (HR/Legal/Safety)                                                               Remote Access Policies     • Re...
• Expectations - Bidirectional                                                                  Management Guidelines     ...
User Experience and                                 Cost Savings                               Productivity               ...
Amsterdam                                                Boxborough                    6,000                              ...
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Planning an Internal Teleworker Service | GSF 2012 | Session 1-3

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Cisco IT is addressing today's business issues by Planning an Internal Teleworker Service.
The solution- A virtual workspace, or Cisco Virtual Office
By: Jerry Applegate

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Planning an Internal Teleworker Service | GSF 2012 | Session 1-3

  1. 1. Cisco IT – Planning anInternal Teleworker ServiceMarch 2012Jerry Applegate, Cisco IT Service Manager, Network Services
  2. 2. Business Drivers / Context Planning Considerations / Our Approach Deployment History Q&AJerry Applegate, Cisco IT Service Manager, Network Services
  3. 3. Virtual Worker Resilient &Secure Reduce Carbon Virtual Workplace Footprint ‘Go Green’ - reduce Provide a robust business commuting, reduce pollution continuity capability Decrease cost of Address security concerns commuting for workers of remote working Enforce security policy Multiple Business Requirements -One Solution- Workforce Cost Avoidance Benefits & Optimization Improve work/life balance Eliminate dedicated line costs Enhance collaboration / use local ISP for remote and Reduce/avoid real estate costs mobile employees Rapid small office rollouts Acquire / retain talent Centralized Support & Service from all geographies Mgt Virtual Workplace© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3
  4. 4. Cloud Hybrid Mobile Hybrid Advanced Teleworker Teleworker Teleworker Ex: Day Extender Ex: Occasional or Regular Ex: Contact Center Home Based Worker Teleworker Basic Teleworker Essentials Teleworker Premium User Requirements: User Requirements: User Requirements: Secure connectivity across Persistent connectivity Failsafe connectivity multiple devices Ease of use Voice/Video Collaboration enabler Dedicated endpoints IT Department Care about: Security | Ease Of Deployment | Centralized Management | Consistent Policy Enforcement | Cost© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4
  5. 5. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5
  6. 6. Strategy / Overall Approach • Will you target job families? • Will you focus on specific locations first, then fan out? • How will you recognize success? • Who will drive your program? • Time for a demographic workforce review? • Will telework replace or complement current practices? • Learn from pilots (if you have time…)© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6
  7. 7. Scope/Scale – Global? Expandable? • Expandable, decentralized architecture • Compliance with international regulation adds complexity • Regulatory and Import restrictions - build into the request process • Initial rollout and eventual footprint • Will you limit access to certain network resources/applications?© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7
  8. 8. Business Continuity • Major design/cost impact • Factor into your infrastructure • Potential for significant benefits for DR/BC and over all resiliency • BC ranges from resilient to full-failover© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8
  9. 9. Policies: Wide Range of Important Considerations • Entitlement / approval process • Use cases (full/part time/occasional) • Guidelines for defining a home office • What constitutes a teleworker package? • Who pays for what? • Chargeback model? • Terms of service • Emergency response© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9
  10. 10. Collaboration Tools! • Can make/break a teleworker program Support Model • In-house, outsourced or some of each? • Helpdesk/Frontline • Level 2 – Resolves majority of cases • Level 3 – Escalations, difficult cases • Remote support access via Mgt Tunnel, no house calls!© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10
  11. 11. Service Life Cycle • Build an on-line request system • Track client info, request> approval> implementation (self service?) • Set the stage for charge-backs and recordkeeping, reporting • Capture additional data such as ISP and sub- services • Policy/ToS signoff • Automated service termination© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11
  12. 12. Self-Service Implementation Model • Menu style service selection • Client performs set up with assistance when required • Account maintenance / Performance optimization Hardware Fulfillment • Standards: (saves support $) and client frustration • Who is the point of contact for delivery issues • Central distribution center / kit model© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12
  13. 13. • Bandwidth Speed and Quality Client Info Requirements for CVO Services Published Topics on this Page: • Recommended Set up Minimum Bandwidth Setting Up Your Router • Wireless and Voice Testing the ISP Connection Troubleshooting Loss of Wireless Signal Strength Best Voice Quality Cisco Unified Video Advantage • Video Set-Up Router On When Troubleshooting UPS Requirements in India • UPS/Surge protection • How to obtain support • Reinforced by automated Links to our web site provided via messaging automated email during key stages • Q&A Via Email of the process© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13
  14. 14. Service Ordering Tool Client Menu of Services CVO Basic CVO Basic $25 CVO Wireless CVO Wireless $0 CVO Voice CVO Voice $0 CVO Video CVO Video $0 VPN Anywhere $15 Account Requests Monthly Total $xx VPN Anywhere© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14
  15. 15. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15
  16. 16. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16
  17. 17. • After the initial growth in the US, growth rate in EU and Emerging Markets is higher© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17
  18. 18. • International standards and regulations add complexity to a global deployment© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18
  19. 19. • Tend to be customer facing job families© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19
  20. 20. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20
  21. 21. Increasing Range of new Voice/Video Platforms, High-Def and Feature Rich (Cius, Desktop Tele- presence, etc) ISPs: Faster/Better/Cheaper, more premium services – key area to watch, possible cooperative services More platforms/offerings as use-cases become more granular Telework will be the norm as we in IT catch up to the workforce Virtualization will advance beyond what we can imagine today© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21
  22. 22. Thank you.
  23. 23. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23
  24. 24. Use Case Requirements for End User Collaboration Telepresence Telepresence Lifelike, face-to-face video Lifelike, face-to-face video collaboration collaboration Multi-party video Multi-party video conferencing conferencing Video Phones Video Phones Single device to work, meet, Single device to work, meet, and collaborate and collaborate IP Phones IP Phones Real-time voice and video Real-time voice and video Real-time voice and video Real-time voice and video communications communications communications communications Dedicated Collaboration Dedicated Collaboration Dedicated Collaboration Dedicated Collaboration Dedicated Collaboration Dedicated Collaboration Endpoint Endpoint Endpoint Endpoint Endpoint Endpoint Mobile Teleworker Hybrid Teleworker Advanced Teleworker© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24
  25. 25. Key Features:•Full IP Phone, wireless, data and video services over encrypted VPN•Fail-safe, redundant connectivity with dedicated collaboration endpoints•Centrally managed wired/wireless router for the highest-performance and collaborationexperienceCustomer Value: Why Customers Like it:•Users need redundant connectivity to •Full office experience (data, voice, video)support business goals •Security feature set for policy and compliance•Users need smooth video and high-performance voice •Always-on Connection •Enables high-bandwidth services•Functionality is prioritized over cost© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25
  26. 26. OfficeExtend Solution AnyConnect Secure and a Laptop Mobility on Laptop Cost at Endpoint: $$ Cost at Endpoint: $$ Productivity: *** Cisco Virtual Office Productivity: *** Cost at Endpoint: $$$ Productivity: **** Cellular/ InternetAnyConnect Secure Cisco Virtual Office with Wi-Fi Cisco TelePresenceMobility on iPhone,iPad, or Cius Cost at Endpoint: $$$$Cost at Endpoint: $ Productivity: *****Productivity: * An extension of your existing Common security & policy across Enterprise Network multiple deployment scenarios Voice | Video |Apps | Data | TelePresence© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26
  27. 27. • Telecommuting infrastructure is not a response to business interruption, it is a proactive strategy • Outline the scope of a credible event – who and how many? • What services are critical – e.g. can you live without video? • Develop a demographic profile of your work force. • Distill your BC requirements and define your priorities • Design – Plan capacity to support BC requirements • Network Capacity – Your ISP connectivity may be the bottleneck - Your networking team will be a key player© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 27
  28. 28. • Redundancy and Failover – The service becomes mission critical, make it resilient • Consider Two Services/Two Level Approach •CVO for critical job functions (as defined by the business, not IT) •Software VPN for all others • Make the organization aware of what you have to offer and that they are responsible for using it in their continuity plans • ISP: Consider negotiating discounts for business class service, you will benefit by having a well connected workforce.© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 28
  29. 29. • Policies (HR/Legal/Safety) Remote Access Policies • Regulatory/International • Funding/ISP Expense, Other Home Office Components • Standards and Enforcement of Standards • Approval Process • Support/Training, Service Levels • Product Availability & All Policies Are Published Distribution Logistics on Cisco’s Internal Website • Service Termination Process Client Sign-Off Required© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29
  30. 30. • Expectations - Bidirectional Management Guidelines • Managerial Style Issues: Shift from attendance to performance as the assessment criteria • Guidelines for Face/Face interaction and occasional travel • Collaboration tools and related training must match your telework capabilities • Video can add a degree of Best Practices and HR Support for social interaction that while Teleworking are Critical hard to define, is significant.© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 30
  31. 31. User Experience and Cost Savings Productivity Corporate Phone With 8-Digit Consistent User Experience Dial, Avoid PSTN and Mobile From the Office to the Home Costs, Travel/Commute Time IP Phone Cisco 8XX Router VPN Head-End Corporate Data Router Network Broadband Internet Wireless Wireless Encrypted VPN Tunnel Voice Video Services Management Network Integration 24x5 Support, Voice Zero-Touch Provisioning for and Security Services, Video Services, CVO and IPT, Central DMVPN, PKI, QoS, Seamless Wireless Policy and Audit Cisco IOS®, IDS, Experience Management Using CSM Authentication and CE© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 31
  32. 32. Amsterdam Boxborough 6,000 4,000 Tokyo 600 San Jose 8,000 Shanghai 8,000 RTP 8,000 Tel Aviv 600 Hong Kong Richardson 600 6,000 Bangalore 8,000 Singapore 7,200 concurrent 600 26,000 concurrent connections connections 18,400 concurrent connections Johannesburg 2,000 Sydney 600 CVO 51,200 total connection capacity© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 32

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