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Cisco Connect 2018 Indonesia - Do More Than Keep The Lights On
- 1. Indonesia, Jakarta 10 April 2018 #CiscoConnectID
- 2. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Do MoreThan Keep the Lights On – Direct OpEx to Innovation Boon-Kuan LOW Senior Manager, Advanced Services,ASEAN
- 3. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential CISCO CONNECT 2018 . IT’S ALL YOU on growing the business to transform the business of budgets are spent on running the business 10%20%70% CIOs turn to IT service providers 74% 54% “Using IT services is essential to our business’s success” “We plan to increase our use of IT services”
- 4. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential CISCO CONNECT 2018 . IT’S ALL YOU Mind the gap 69% of digital leaders: lack the right people, knowledge and technology to transform. Source: IDC 1.5M unfilled positions in global cybersecurity workforce by 2020 Source: Frost & Sullivan
- 5. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential CISCO CONNECT 2018 . IT’S ALL YOU Time to think bigger Expertise Quality Innovation Flexibility Learning Only by strategically working with outside providers can you get the skills, experience and results you need — when you need them. not just individual not just talent not just creativity not just headcount not outsourcing Collective Experience and process maturity R&D, data and outside perspective Scalable engagements Training and skills transfer
- 6. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential CISCO CONNECT 2018 . IT’S ALL YOU Unbeatable results Enabling extraordinary business results for over 30 years 11 JD Power Certification for excellence in customer service Engineering access worldwide Professionals certified Networking technologies Networks installed >50M 11Years 25K Unmatched networking leadershipGlobal experience and scale Technology visionary #1W/ engineers, architects, advisors 12K Expert certifications Fortune 100 companies3/4 3M
- 7. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential CISCO CONNECT 2018 . IT’S ALL YOU Get on the right path Migrate, deploy and integrate Everyday improvements Advisory Implementation Optimization Fix problems — or avoid them Technical Get new skills Training Leave it to us Managed Six Services Capabilities to Remember From start to finish, across all our architectures
- 8. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Business Critical Services Business Critical Services High-Value Services
- 9. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential CISCO CONNECT 2018 . IT’S ALL YOU Introducing Business Critical Services The next generation of optimization services
- 10. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential CISCO CONNECT 2018 . IT’S ALL YOU Cisco Business Critical Services Applies actionable analytics, automation, and technology expertise to help our customers predict opportunities, preempt risks, and navigate technology transitions. Foundation Acceleration Transformation Analytics Automation Compliance Security Cross Architecture
- 11. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential CISCO CONNECT 2018 . IT’S ALL YOU Business Critical Services Expertise combined with Cisco Intellectual Capital and Methodologies Trending, anomaly detection, KPI management, and preemptive and predictive recommendations Near real-time reporting via online portal Automated fault management: detection, collection, reporting, and notification Solution Validation automation and network replication Automated software upgrades and large scale configuration changes PCI, HIPAA, SOX. ISO, and other compliance audits Threat Management: Incident response, threat hunting, and vulnerability assessments Strategy and Planning: Segmentation design, program maturity, and architecture assessments Informed decisions Lower complexity Reduced risk Threat protection AutomationAnalytics SecurityCompliance
- 12. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential CISCO CONNECT 2018 . IT’S ALL YOU 56% increased availability using Wi-Fi analytics Saved 30,000 man hours by automating 99.9% of software changes Pilot customers are seeing extraordinary outcomes z Automates PCI compliance for zero penalties Entertainment Company Service Provider Service Provider Retailer 25% of cases automatically submitted saving 1000s of hours annually
- 13. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential CISCO CONNECT 2018 . IT’S ALL YOU Embrace the new reality Accelerate and leap with our predictive services offerings.
- 14. Indonesia, Jakarta 10 April 2018 #CiscoConnectID
Editor's Notes
- Digital transformation remains a major C-suite focus, naturally. And for the CIO that translates into a long list of focus areas. For a long time, businesses have used IT service providers to augment skills and resources internally. In our research, 74% of VP-level decision makers say that using IT services is essential to their success. And 54% say they actively plan to increase their use of IT services in the year ahead. 70% of IT spend is on maintenance and only 30% is on innovation (Gartner) Due to the increasingly threats, complexities and pressure, IT departments’ mindsets are to keep things working rather than focusing on innovation inside of IT due to a lack of skills and knowledge. IT departments can move from the defensive a more offensive strategy by partnering with Service vendors that take more of a predictive view and leverage automation to ultimately accelerate innovation. Automation doesn’t displace the IT team, rather it allows them to focus on the things they want to spend time on (the 30 percent).
- And as CIOs set out to pursue those areas of investment to realise their digital transformation objectives, one thing comes up time and again as the biggest barrier is the technical skills gap. We’ve surpassed a tipping point: the IT talent gap is not going away, ever. Rather than trying to eliminate it, leading organizations are focusing on how best to manage the perpetual gap brought about by the rapid pace of innovation and disruption that characterizes all industries. While organizations worldwide have acknowledged the digital skills and knowledge gap, the industry’s best efforts to fix it over the past decade — STEM training, reskilling, automation — have fallen short. The IT talent gap is real. It takes >100 days to fill any number of different positions in hot areas like cybersecurity or cloud, AI or big data, and salaries have grown along with demand. According to IDC's 2017 Global Digital Transformational (DX) Leader Survey, a lack of digital skills in the organization was cited as the single largest challenge to successfully implement digital transformation. Companies seeking to implement digital transformation are creatively looking to other sources of talent to enable their digital strategies. IT is one of the most challenging roles to fill globally. There is a shortage of talent in key areas such as IT, network architecture, security and automation — critical technical roles for which CIOs need qualified professionals. There is a significant risk that some CIOs and IT departments will fall further behind if they cannot properly address this critical skills shortage, putting their organizations in peril of losing their competitiveness. Data Points According to the IDC Worldwide Digital leader survey, 69% of respondents stated they lacked the right people, knowledge, and technology to transform. 70% of IT networking teams believe programming and scripting skills are must. But only 15% of the IT networking talent has these skills today. (source: Cisco Survey) According to projections, global cybersecurity workforce will have more than 1.5 million unfilled positions by 2020. (source: Frost & Sullivan) “Today’s digital skills and knowledge gap is growing into tomorrow’s talent epidemic.” “As this year’s many data breaches reveal, we need more digital skills and knowledge in the workforce.” “IT has reached a tipping point; companies need to look at outside resources that leverage AI and automation or risk being left behind.”
- Companies must take a much more strategic view of what IT service providers can give them as part of a multi-sourcing model, using external IT providers and their partner ecosystems as an integral part of their plans. IT service providers give companies access to: Broad, collective expertise: honed through experience with many different customers and technologies. But it’s not just about the singular employee. Quality and results: with the most mature methodologies and mature processes, the necessary certifications — and a depth of experience from a huge number of engagements. Innovation: not just individual creativity, but billions in R&D and access to the insights that unique large-scale data sets can generate. Flexibility: the ability to engage in all kinds of ways: fixed project, annual contract, to scale up and down, engage globally 24x7, even access their skills and resources through self-service. And they can often give you access to a huge ecosystem of partners to best fit your needs. Education and training: both through informal knowledge transfer during a project, and through formal training, onboarding and documentation.
- And all that investment has paid off. We’ve achieved an unprecedented 11 years straight of JD Power Certifications for excellence in customer service, and 30+ TSIA Star wins. Three quarters of the Fortune 100 choose us, as well as dozens of countries and cities that work with us on digitisation. We’ve trained and certified 3 million professionals, and 80% consider Cisco certified staff more valuable and knowledgeable than individuals who hold another certification. And it’s made us a stable, profitable $12 billion business with loyal customers.
- The key to our value is that we’re there for our customers at every stage of their project. The services we offer sit in six buckets across the IT lifecycle: Advisory services: Architect a strategy to use technology to achieve business goals Implementation services: Integrate new systems and software Optimization services: Extract value by simplifying and securing the IT environment Managed services: Shift focus to strategic activities to innovate and transform faster Technical services: Ensure IT works simply, consistently, and securely Training services: Develop talent truly capable of transforming businesses And we offer services across all six of the technology “architectures” that Cisco offers, as well as the solution areas we offer for service providers So we’re there for them, whether they’re looking to chart a course to cloud, understand what the Intuitive networking capabilities mean for their business, design and test an IoT pilot, implement next-generation firewalls, optimize their usage of collaboration tools, manage their data centers, support their entire organization globally and consistently, or train their staff in security fundamentals. It’s important to note that we’re extending services across business critical technology silos…wireless, security, etc. Every customer has a heterogeneous environment and that Cisco can seamlessly manage it all. Don’t forget third-party support as part of solution support, and the fact that in key areas like security services we’re truly vendor-neutral.
- The next stage of evolution is here We are introducing two key service portfolios: Cisco Business Critical Services and High-Value Services
- The next stage of evolution is here We are introducing key service portfolios: Cisco Business Critical Services You may be familiar with our Optimization Services portfolio, which we’ve offered for more than ten years. In one sentence, optimization is about making sure that a company’s technology infrastructure runs well, delivers value, and stays current with the changing needs of the organization. We started out with our Networking Optimization Services (NOS) and then as we added new architectures, we added another optimization service. Today, we have some customers who have seven different Optimization Services and seven different delivery experiences. But although our structure might not have been optimal, customers have received huge value from our Services. In fact, through a recent IDC Business Value Study 2017, we discovered that our customers have been experiencing some very impactful results with Cisco’s Optimization Services – reduced downtime by 74% and OpEx by 21%, increased efficiency by 30% and as much as 262% ROI over a 5-year span. But customers have asked for help digitizing their current operations and transforming to new technologies that could drive their business forward. So we built upon the success of our Optimization Services with new innovations designed to speed value, and a streamlined offer that goes across architectures. We’ve also organized our service capabilities in a transformational framework that aligns to targeted customer outcomes at each stage of their journey. Today, we are introducing a new portfolio of subscription-based services, called Cisco Business Critical Services that delivers a consistent service experience.
- Business Critical Services empowers customers through a transformational framework. In one sentence, what does business critical do and how does it do it? Business Critical applies actionable analytics, automation, compliance and world-class technology expertise to help our customers predict opportunities, preempt risks, and navigate technology transitions. This strategy is used across architectures to drive a consistent experience regardless of what technology is involved. We continue from our one sentence definition by learning where a customer is in their transformational maturity. Then, we apply our framework to recommend the service capabilities that map to one of three critical business and operational goals: Achieve cost efficiency and compliance Accelerate business agility Set their transformation agenda This all culminates in enabling customers to achieve a secure, efficient and agile environment across architectures.
- We’ve added new service innovations to help our customers optimize continually and transformation journey. Analytics Now, customers can receive near real-time analytics through the Business Critical Insights portal, powered by an Artificial Intelligence engine. We’ve shared analytics with our customers in the past through manual report pulls and large 50+ page reports delivered once or twice a quarter to customers. The information was too overwhelming and too old to be perceived as impactful to customers. With this new AI engine and cloud-based portal, Customers can easily monitor KPIs, trends, correlations, benchmarking, and anomaly detection with ease. In addition, one of our experts will help them prioritize recommendations from this new portal. Automation We are helping customers automate critical tasks through new automation tools that automate TAC case submissions, predict issues and alert customers, and create testing environments up to 7x faster. Compliance and Remediation as part of Business Critical Services enables the achievement of successful outcomes by implementing our recommendations, automatically. We are able to automate audits and associated remediation for software upgrades, large configuration projects, and regulatory as well as industry standard compliance. Security protects against threats Our security offers more than an infrastructure; it’s a smart and holistic protection for your business, your customers, and your brand. We added Incident Reponses as a baseline to help start and drive security conversations and to help you ensure a secure customer experience.
- The results have been dramatic. Global Entertainment Company Wi-Fi Analytics An Entertainment customer was looking to provide always-on connectivity for fans to create broader fan engagement and new revenue-generating services. However, problems with connectivity made it impossible to accomplish these goals. So we provided them with several AS services including Wi-Fi analytics which allowed them to closely monitor their network so they could predict issues and preempt issues before they could affect the Fan Experience. Stability in the network improved significantly and they were able to improve in venue services like ticket scanning and develop new revenue streams like Wi-Fi onboarding advertisements. Improved satisfaction by enabling a unique experience for fans. Service Provider Automated Fault Management Research shows that a huge portion of technology issues/downtime are due to human error. The story was no different for one of our large service providers. They asked our Cisco Optimization team to help them try to improve the situation. A little over a year ago we developed a new Cisco service we’re now calling Automated Fault Management that uses Signatures to identify known issues the minute they happen and log a case with the TAC and our customer’s NOC without any human intervention. But we went a step further and created predictive Signatures as well that send notifications on potential issues so they can preempt problems before they can affect their business. We’ve been able to significantly reduce case submission times without the customer having to lift a finger. The customer now has 25% of all of their cases being automatically submitted – saving time, money, and decreasing downtime. Service Provider Software Compliance and Remediation As part of a new network transition, the customer needed to update thousands of devices with policy & OS to handle services. Manpower and time costs were excessive. Internal estimates of approximately 2,572 12-hour maintenance windows (MW) to complete. Using Software Compliance and Remediation we were able complete changes on 54,000 devices with 99.89% accuracy and without human intervention. This ended up saving them over 30,000 man hours. Technology Retailer Regulatory Compliance and Remediation With all of the data breaches regulatory and industry standards are getting more and more stringent and security is top of mind for our customers. A technology retailer was struggling to keep up with Payment Card Industry (PCI) data security standards and was dealing with continual hacks to its system. Our Regulatory Compliance and Remediation Service enabled them to get down to “zero penalties” for non-compliance, and helped them to confidently continue their rapid growth of 15-20 stores opened per year.
- Digital transformation is real: you have to do more, and do it faster. The talent shortage is real, and it’s not going away. It’s time for a new model of working with IT service providers. Today we’re announcing two sets of services that show how much more you get when you work with Cisco Services: the innovation, the depth of experience, the sheer excellence and quality of our operation that delivers results. These services are new, but we’ve been working toward them for years. Only Cisco has the combination of expertise and innovative technology to deliver the results you need. If technology matters to the future of your business, the new services from Cisco will help you accelerate it. “Organizations that partner with Cisco Services can adapt more quickly to the changing needs of tomorrow.” “Cisco’s differentiation is in our predictive services offerings that allow organizations to reallocate their IT spend and focus on innovation and growth.”