1. © 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 1
Results through Collaboration
and KM at Cisco
Doug Madgic
Program Manager, Intellectual Capital Management
Cisco Services
Cisco Services
Making Networks Work
Better Together.

2. © 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 2
Agenda
 Introduction
 12 KM Capabilities
 Q&A

3. © 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 3
the idea of
community
no longer
culture applies to just
towns
cities
or countries

4. © 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 4
your
is wherever you need to interact.
community

5. © 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 5
we believe
belongs to everyone.
Sustainable
Business Practices
Networking
Academy
Make Every Connection
a Green Connection
Volunteerism
community

6. © 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 6
Market Capitalization Leadership
January 1995 November 2005 May 2010
Cisco
$10B
Top 12
Competitors
$71B
Cisco
$110B
Top 11
Competitors
$60B
Cisco
$146B
Top 11
Competitors
$24B

7. © 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 7
Market Share Leadership
0%
20%
40%
60%
80%
100%
Digital Video: IPTV
63%Cisco/SA
0%
20%
40%
60%
80%
100%
Switching: Modular/Fixed
Cisco/SA 71%
0%
20%
40%
60%
80%
100%
0%
20%
40%
60%
80%
100%
Security
Cisco
Security
36%
0%
20%
40%
60%
80%
100%
Voice
Cisco
31%
0%
20%
40%
60%
80%
100%
Wireless: LAN
Cisco
57%
0%
20%
40%
60%
80%
100%
Storage: Area Networks
Cisco
25%
0%
20%
40%
60%
80%
100%
Routing: Edge/Core/Access
Cisco 57%
100%
0%
20%
40%
60%
80%
Networked Home
Linksys 39%
0%
20%
40%
60%
80%
100%
Web Conferencing
Cisco/WebEx
50%

8. © 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 8
culture
employees
…are our competitive
advantage
service1/6
engineering1/3
sales1/3
other1/6
employees
68K+
countries
165+
offices
550+

9. © 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 9
Cisco Services
Customer — Partner — Cisco
Assess Readiness
Design the
Solution
Implement the
Solution
Maintain
Network Health
Plan
Implement
Operational
Excellence
Optimize Operate
Design
Coordinated
Planning and
Strategy
Prepare

10. © 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 10
Agenda
 Introduction
 12 KM Capabilities
 Q&A

11. © 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 11
Taking collaboration to new levels with TelePresence
Cisco Design
Engineer
San Jose
Cisco Partner
London
Security Expert
India
Collaborative Environment

12. © 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 12
Delivering Value
 Boundary spanning and cross-functional collaboration
Global theaters, BU, TAC, Sales
Enable rapid communication and shared understanding
 Channel for AS knowledge infrastructure
Locus of knowledge identification, capture and transfer
Develop and maintain Rules, IC Nuggets, Leading Practices, etc.
 Strengthen AS social fabric
Leadership and development opportunities
Member recognition
 Enhance organizational performance
Help manage explosion of information
Innovation, tools input and deliverables support
Customer
Success
Thought
Leadership
Productivity
Alignment

13. © 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 13
Communities
Net Tool
Efforts
Technical
Guidance
Misc. Project
Efforts
RBIC
Efforts
Training
Efforts
CBIC
Efforts
Sponsor
Manager
Lead
Lead
Leads
Lead
Lead
Lead
Extended Team Members
Theater
Lead
Lead

14. © 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 14
Trusted Content
1. LP Candidate 2. Nominate as LP 3. Screening
4. Review /
Develop
5. Format
6. Final approval
& Publish

15. © 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 15
Expertise Automation
•Syslog
•Config BP
•Custom
Config
•Audit
ASTG Infrastructure
Rule
Broker
Customer
Data
NP
Delivery Flow Idea Contribution
AS NCE
Customer Site
CNC
Encrypted
Data
Daily
downloads
New
Idea
Rule
Manager
CoP Members
Rule
Lifecycle
• Idea
Creation
• Screening
• Write IC
• Rule
Developme
nt (STS)
• UAT
•Feedback-
Update

16. © 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 16
Portals / Delivery
Platforms
Nugget Browsing
Learning and
Collaborating
Enable
Innovation
Innovation
Document Builder
Quick to compile Nuggets into
deliverables
Clone projects of live IC
IC Nugget
Quick to capture once
Easier to maintain quality
1
Margin / Productivity / Quality
Future Monetization Opportunities
1
1
Multiple
Uses
Recognition
1
1
Rule Based
Service
Automation
1
P
D
I
O
PDIO

17. © 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 17© 2010 Cisco and/or its affiliates. All rights reserved. Cisco ConfidentialPresentation_ID 17
Reporting

18. © 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 18
Executive Support

19. © 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 19
Accountability

20. © 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 20
Facilitation
FY’11
Data Center Design
Templates
Architecture / VT IC Type Contact

21. © 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 21
Communications

22. © 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 22
Recognition

23. © 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 23
A Few Lessons
 Small is ok if you show value
 Tools are never enough.
 Thank your champions
 Provide clear guidelines
 Integrate into regular reporting processes
 Align to execs who can help you carry message
 Pick a couple things and do them well
 Keep program top of mind for stakeholders
 Believe in your message. Passion sells

24. © 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 24

25. © 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 25
Q&A