Managed Services The. The Road to Revenue. Pravin Mahajan Session Number Presentation_ID

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1 Managed Services The The Road to Revenue Pravin Mahajan Session Number 1

2 Agenda Managed Services Introduction Solution Offerings Market to Services Mapping Summary 2

3 High Business Interest in OutTasking * IPT Out-Tasking Drivers Lower operational costs (OPEX) by not hiring specialized resources Make telecom costs predictable & scalable with monthly per user fee Simplify and reduce risk in migration to IP telephony - Plan to Adopt - Intend to Out-Task 2004 Cisco 2002, Systems, Cisco Systems, Inc. All rights Inc. reserved. All rights reserved. Source: Cisco IBSG s SP-Enterprise Connect Study, 2004 Survey of 521 Med-large enterprises, US & EMEA 3

4 Out-Tasking---- Reasons Not a Core Business Activity Cost Savings Lack of In-house Expertise 51% 51% 54% Lack of Staff 45% To Gain More Value 37% Percent of CIOs Source : Cisco FISH Study 4

5 One Network Many Services for Customers Site Backup and Resilience Classes of Service Telecommuter Services Traveling User Services Internet Access Integration Firewall Services Secure OFFnet Access Intranet Hosting/Colo Services Site-to-Site Encryption Services Voice VPN s IP Telephony Integration Private Content Services Managed Extranet Services ASP Services Virtual ISP Services Unified Communications E-commerce End-to-End SLA s 5

6 Evolution of Services Phases The evolution of Telco services can be divided into four phases, each with escalating complexity and value offered by the service provider: PHASE I CONNECTIVITY SERVICE PHASE II PROVISIONED SERVICE PHASE III MANAGED SERVICES PHASE IV OUTSOURCING The most basic offering Transport: Type and bandwidth Eg. Leased Line More expertise, but still static offering, includes CPE Connectivity + design, installation Eg. Broadband Internet Access Addressing business needs more completely, selectively tailored Provisioned + managed & monitored CPE, service bundling, SLA s The most complex offering Integrated service + consultative modifications to fit customer s specific needs 6

7 Managed Services Solution Options 7

8 Layer 3 and Layer 2 MPLS VPN ABC Company FTTB Ethernet Access Service Provider IP Infrastructure Leased Line, Frame Relay, ATM, ADSL, Cable, Fixed Wireless IP-VPN 8

9 Access VPN ABC Company FTTB PSTN Service Provider IP Infrastructure Access VPN IP-VPN 9

10 Internet Access ABC Company PSTN Service Provider IP Infrastructure Internet Access Global Internet Access VPN IP-VPN 10

11 Managed Security 11. Full MSSP capabilities Consultative Full Security Lifecycle Management Security SLAs 4. Mgd DDoS Service 5. Host-based Mgd Network-based Intrusion Firewall Detection 6. Network-based Mgd Network-based Intrusion Intrusion Detection Detection/Prevention 7. Managed Outbreak Authentication Prevention Service 8. Content Mgd Network Filtering Access Control/Quarantine 9. Managed Mgd Antivirus Antivirus & Endpoint Protection 10. Mgd Wireless (802.1x) Security Svc 1. Basic Mgd IPsec CPE Firewall VPN 2. Managed Mgd IPSec Firewall VPN (site Bundle to site with and Dedicated remote access) 3. Internet Mgd CPE Access Intrusion Detection/Prevention SPadhye_Connections_ , 2004 Cisco Systems, Inc. All rights reserved. 11

12 Extranet ABC Company PSTN Service Provider IP Infrastructure Extranet Internet Access Global Internet Partner Company Access VPN IP-VPN 12

13 IDC / Hosting ABC Company PSTN Service Provider IP Infrastructure Hosting Extranet Internet Access Global Internet Partner Company Access VPN IP-VPN 13

14 Managed Voice Services Enable Service Providers to deliver revenue generating services based on IP Communications to enterprises and SMBs Hosted IP Communications Applications Hosted Call Center 14

15 Managed Voice Applications ABC Company PSTN VoIP Service Provider IP Infrastructure V Hosting Extranet Internet Access Global Internet Partner Company Access VPN IP-VPN 15

16 BVS (Biz Voice Services) Case Study: Voice VPN and Hosted IP Telephony PSTN Softswitch Voic MGW Link to BT FeatureNet (TDM Centrex Service) MGW Firewall IP PBX Server Cluster (hosted) Headquarter PBX Sites BT Managed MPLS VPN Sites DPNSS BT VoIP Port BT MMVoIP Offices with PBXs Offices with IP Phones 16

17 Hosted Call Center Services ( IPCC ) Service provider hosts the contact center infrastructure: the ACD feature set, the IP Network IVR, and IP telephony services in its central office/data center, which is shared by multiple business customers Provides contact center functionality to a subscribing organization via an IP connection to the Service Provider s infrastructure A logical extension of a voice providers service portfolio Provides a configurable level of administration control to the subscribing enterprise customer Multi Site Single Site <500 Number of Agents 17

18 IP Contact Center Hosted Edition Architecture with VoIP IPCC Hosted Platform Shared Web Servers for Reporting and Control Web Clients Supports Multiple Customers Shared Resources: IP PBX Clusters) Shared Resources: CTI OS and CCM PGs IP Network Customer CPE Admin Workstation CTI Admin Workstation Gateway Caller Shared Platform for Voice Treatment and queuing 18

19 Customer Control and Reporting Customer control options Dedicated CPE administrative workstations Scripting, reporting, configuration Web-based tools Scripting Internet Script Editor Reporting (real-time/historical) WebView Multi-tenant Web-servers Service provider managed Service provider administers the virtual ACD elements for the customer Customer only has IP Phones and Desktops Service Provider controls the level of user access Based on customer and UserID Configurable based on subscribing customer requirements: from readonly to full configuration and scripting capabilities 19

20 Multimedia Applications ABC Company PSTN Multimedia VoIP Service Provider IP Infrastructure V Hosting Extranet Internet Access Global Internet Partner Company Access VPN IP-VPN 20

21 Managed Storage Service Replacing enterprise managed storage solution to Service Provider managed Solution. Addressing Business Continuance and Disaster Recovery. Professionals to manage the storage space for Customers. Reducing Customers Capex Cost 21

22 Business Continuity Solution Network Requirements Mainframes Servers (UNIX) Servers (UNIX) Mainframes ESCON/FICON Storage Switches How to Connect? Storage Switches ESCON/FICON Tape Storage Disk Storage Primary Data Center Network Requirements: Disk Storage Tape Storage Low latency, high-bandwidth network to support synchronous applications Backup Data Center Support for multiple storage interfaces Ability to scale as application requirements grow Certification 22

23 Synchronous Applications Mainframes Servers (UNIX) Servers (UNIX) Mainframes NMS ESCON/FICON Optical ESCON/FICON Storage Switches Storage Switches Tape Storage Disk Storage Primary Data Center Disk Storage Tape Storage Real time mirroring Backup Data Center Efficiently support several storage connections (Fibre Channel / FICON / ESCON) High bandwidth, low latency network End to End Certification 23

24 New Applications Enabler - Video, SAN & Business Continuity Storage Data OC3 FC NMS Storage Data GE Voice PBX Uncompressed Video T1/E1 Primary Data Center Optical Platform SDI/DVB-ASI Optical Network Optical Platform PBX Voice Uncompressed Video Backup Data Center Customer benefits from single, consolidated network Integrated management system for Video, LAN, routing, storage, and optical Network Transformation by availability of Bandwidth 24

25 Enterprise Total Solution ABC Company Integration S390 PSTN Multimedia VoIP AS400 Global Internet Partner Company Service Provider IP Infrastructure 3174 V Hosting Extranet Internet Access Access VPN IP-VPN 25

26 Extending the scope of SP Services Managed IPT/Video/Desktop Managed LAN Managed CPE Managed Connectivity Network based Shared Services 26

27 Modes of Engagement Complete Service Lifecycle Approach Envision the Service Business Case Service Creation Build the Service Technical Consulting Product positioning Bundle creation Sales force skilling Market & Sell the Service Go to Market Deal engagement Support Framework 27

28 How SPs can succeed with their customers Traditional Roles of Separation Helping Service Providers Succeed BUSINESS CUSTOMERS BUSINESS CUSTOMERS Vendors SERVICE PROVIDERS SERVICE PROVIDERS VENDORS 28

29 2004, Cisco Systems, Inc. All rights reserved. 29

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