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© 2012 Cisco and/or its affiliates. All rights reserved. COCEVT-3432 Cisco Public

Inside Cisco IT

Do’s, Don’ts, and Lessons Learned From Five Years of

Video Deployment Suresha C. Bhat

Director, Unified Communications & Video Services IT

Session ID: COCEVT-3432

2


Evolution to an End-User Experience Mindset

From “One Size Fits All” to “Tiered Video Service”

Offerings

From Features to “Consistent Experience”

From Capabilities to “Business Priorities”

© 2012 Cisco and/or its affiliates. All rights reserved. COCEVT-3432 Cisco Public 3


Cisco on Cisco IT: Strategic Video Enablement

Provide tight cross-functional collaboration for large scale deployments

Communicate and demonstrate value of shifting away from high-end, scheduled video conference rooms to low-cost, ad-hoc, desktop video experiences

Pro-actively capture metrics to monitor trends and progress

Leverage existing processes and applications

Implement cost allocation and cost recovery models

Ensure business driven entitlement by business organizations


Steps for Success 5


Business Value Assessment

Service qualification

Network Assessment

Collaboration Systems and Solutions

Integration Assessment

Success Strategy

PMO and X-functional engagement

Requirements verification

Site and User Survey

Experience and Service validations

Systems, Space and Network Mgmt Criteria

Self Service

Helpdesk support

TAC support

Field support

Detailed design -User Experience,

LAN/WAN design validation, Call Manager design, QoS flow policing & dial plan

Implementation:

Experience, SLA Validation and Acceptance criteria

Training and Readiness

Communication and feedback

On-going feedback

TCO measurement

Metrics Trends

Adoption

Usability and User Experience Index

Benchmark

Video Service Enablement and Management

Follow a standardized services lifecycle - PPDIOO

Implement

Design

Optimize

Operate

Plan

Prepare

© 2012 Cisco and/or its affiliates. All rights reserved.



Prepare

Develop initial setup, entitlement process and ROI reporting strategy

Provide a network assessment process to identify bandwidth availability for each service

Identify a provisioning methodology

Prepare for educating users on service capabilities

Develop communication plan with timelines, features, benefits, and FAQs

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3

5

1

4



Plan

Engage cross functional leads in planning

Develop architecture that includes technology, service management, user experience, support and SLAs

Plan for metrics processes in the architecture

Plan for life cycle management of devices and infrastructure

Plan for experience and solution validation instead of product capability testing

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2

3

5

4



Design

Focus on experience design, not just solution

Importance of user perception: Get it right the first time

Collaborate with IT functional teams to create the service offering and provide feedback to the product / solution teams

Provide an executive preview to provide feedback before enabling the service

Entitle users based on business justification

Identify service capabilities and phases in advance to keep the user community informed

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2

3

5

6

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Implement

Consider “Pay to Play” model if there is no central funding strategy

Change manage upgrades from end user experience perspective

Implement to replace: Flexibility and speed are key

Keep implementation nimble and focused: Manage technology lifecycle as part of large scale rollouts

Keep the user experience updates focused and well spaced

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2

3

4

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Operate

Focus on both proactive and reactive support

Closely monitor all open support cases in order to predict and prevent future challenges

Provide users the means to generate customized reports

Drive a community model for end user support

Perform reoccurring quality audits for service health management

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2

3

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Optimize

Closely monitor Key Performance Indicators (KPIs) of service for health, trends, and validate strategy: Adoption, utilization, customer SAT (surveys and customer relations)

Provide users a metrics dashboard to share information on utilization and value

Anticipate order demand and pre-order hardware and services to mitigate potential enablement delays

1

2

3


Lessons Learned

13

13


Dedicated customer relations team

Focus on the Client Experience and Value

Leverage social platforms for

service updates

Simple and intuitive service

requests

Self-service tool for

services requests updates

Consistent user experience

Focus on Total Client

Experience



Developing a Video Service Strategy

Choice of

Experience

Pay-2-Play

Service Enablement Experience

Enablement User Enablement

User and Business Enablement

Solutions Architecture Operate & Optimize

Life Cycle Management

Right Experience for the Right Business Need


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Cisco Confidential 16 © 2010 Cisco and/or its affiliates. All rights reserved.

User Experience Type Monthly

Recurring Costs

Immersive

Three Screen TelePresence $$$$

Immersive

Single screen TelePresence $$$

Immersive Multipurpose TelePresence $$$

Multipurpose TelePresence $$$

Desktop Video Conference (Shared) $$

Personal / Mobile Video (Shared) $$

IP Video Telephony (Shared) $

Sales Demo Custom

Baseline Soft clients with Video Free

Video Services Offerings, User Experience, Costs Based on the User Experience and Business Requirements



Video Management Do’s for Scaling the Deployment

Client-funded model eliminates reliance on corporate funding

Close collaboration with manufacturing minimizes on-hand inventory

Geographically distributed warehouses allow for faster hardware delivery time

Accounts for mobile clients are pre-provisioned prior to shipping

Wikis and Web 2.0 technologies for communication, instructions, support, and tracking



Video Management Do’s for Service Offering

Focus on user experience: Simplicity & user value

Identify business value, use cases, clients, end users, stakeholders before designing solution

Implement a formal gating & commitment procedure with stakeholders and partners

‒ Business Commit with value proposition

‒ Execute commit with service architecture

‒ Readiness review with ROI metrics plan

Standardize on a life-cycle development methodology: PPDIOO or PDCA

Early partner engagement



Customer relations

‒ Focus on customer relationship, feedback, customer sat

‒ Use a champion or liaison from each major organization

‒ Create dedicated account managers

Video Management Do’s for Offering Management

Logistics

‒ Pre order and locally store low cost, high impact items such as microphones, cables

‒ Centralize logistics management to have better control on cost and inventory globally

Operations

‒ Closely monitor all open support cases to predict and prevent future issues

Metrics

‒ Monitor Key Performance Indicators (KPIs) of service to determine health, trends and validate strategy



Video Management Do’s for Support

Focus on user-centric support not just application support

“Teach them to fish”: Self service support with how-to videos

Train service desk to provide alternatives if video meeting fails

Leverage existing global help desks

Provide executives with red-carpet support

Recruit executive admins as user champions

Focus on support and service trends

IT helpdesk

Self Service Portal Level - 0

Tier - 1

Tier - 2 Application SME Team

Tier - 3 TAC / Product Team

Network Service Support

Global Facilities Support

Platform Service Support

Proactive Monitoring

Red-Carpet Command Center



Security

Network Security, Information Security, Access Control

Storage

Physical Storage Management, Digital Asset Management,

Records Management

Deployment

Facilities, Governance & Communication, Provisioning,

Logistics & Installation

Network & Capacity Management

Bandwidth Mgmt, Call Management, Network Monitoring, Content Delivery / Distribution

Service & Operations

Support Strategy/Model, Case Mgmt, Proactive Monitoring, Upgrade &

Release Mgmt, Training

Architecture

Network, Infrastructure, Data Center

Bu

sin

es

s V

alu

e: V

alu

e/C

ost, U

se C

ases

Metric

s: P

rocess &

Data

Mg

mt, O

pera

tion

s/O

ptim

izatio

n

Me

trics

Video

Conferencing Video Sharing Video

Streaming

Video Management Do’s for Service Life Cycle Management

User E

xp

erie

nc

e

21 © 2012 Cisco and/or its affiliates. All rights reserved. COCEVT-3432 Cisco Public 21


Key Take-Aways

End user is the star of the show

Service architecture, not solution architecture

Business value, not just metrics

Know your network

Deploy to replace

Know your costs

Shared success: Partner with Facilities, Network Service, Operations and Help Desk as stakeholders

Understand usage trends to plan

Report adoption, drive awareness

Self Service Support: “Teach them to fish”!

Proactive monitoring

Communicate successes

Hire smart people! - People make things happen



Q&A


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