Evolve Your Services Business

1. Evolve Your Services Business Richard Horsfield June 19, 2013

2. Evolve Your Services Business We Are On a Journey What is Evolve and Optimize? Why Services? Strategy and Planning Building Services Marketing Selling Next Steps

3. Cisco Is On a Journey …and we want Partners to join us Customer & Market Trends Future Vision 3 to 5 years: “The Internet of Everything” Cisco Journey Industry Trends 1 to 3 years SDN/Open Networking Customer Experience Partner Journey Internet of Things (Verticals) Security: Evolving Landscape Data in Motion Now Cisco Campaigns Mobility Cloud

4. What is Evolve and Optimize? New solutions, new business models Increase your value add by delivering more services and software powered by smart capabilities Attach, Renew and Migrate more – through automation, upsell and effective installed base management Optimize Engine Innovate Engine Evolve Engine Gain market share, create unique value, maximize profitability Increase differentiation, Build and grow recurring revenue stream, increase profitability and provide greater account control Reduces costs, increases attach and renew. Increases renew, creates opportunity to turn base, increases account control

5. What We’re Doing to Help Where We’re Going What to Sell Where to Sell It    Evolve Optimize Transform  Create new profit centers (Partner of the Future) Take advantage of future opportunities Increase services revenues (Leveraging Smart capabilities) Move up the decision tree to transformation opportunities Maximize your installed base (Opportunity Development with IBLM) Reduce operational costs and create space to transform What + Why  Renew Attach Programs + Offers What Services? Product Support  Managed Services  Professional Services What Solutions? Cloud  Mobility  Apps Refresh Cover Renewal Engine  Migration Engine Leading Practices Leading Practices Leading Practices  Resources + Incentives Incentives (DIY) Incentives (DIY) Incentives (DIY) Services/Plays (Outsource) Services/Plays (Outsource) Services/Plays (Outsource)

6. Best-in-Class Approach Whatever your business model… Selling services is an opportunity to boost your bottom line Optimize Your Profitability

7. How Does Smart Help? …which is analyzed and compared to …to provide …which collect Services that have + +  Cisco’s Intellectual Capital Automated Software-Enabled Capabilities Network DiagnosticData Actionable Insight CISCO INTELLECTUAL CAPITAL networking innovation leadership 25 50M 90K+ installed devices technical documents 6M annual customer interactions years

8. Strategy and Planning Building Services with Cisco

9. What Services Are There? Plan Build Manage • Professional Services • Strategy and Analysis Assessment Design Validation Deployment Migration Product Support Solution Support Operations Management Optimization • Product Support Services • Core Product Support Repair and Replacement Alerting, Patching and Updating Installed Base Management Contract Management • Managed Services • Service Desk Stewardship Remote Backup Contract Management Remote Monitoring and Management Pre-Paid Professional Services Optimization Operations Management Solution Support Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.

10. The Path to a Services Practice Strategy + Planning Building Service Offers Marketing Selling How do we create demand and discover opportunities? How do we establish and deliver these solutions? What do we sell, and why? How do we position and close deals?

11. Key Service Practice Ingredients Reduce Cost Increased Services Sales Profits Partner Strategy Leading Practices (Process, Methodology, Tools)  Reduce Risk • Cisco-Branded Resale Services + = Partner Resources Standardized Architectures (Smart Business Architecture) Enabled Partner Services Offers Speed to Market Cisco Services (Cisco Branded Resale, Collaborative Services, Data Collection) Partner Investment  Improved Differentiation Customer Satisfaction

12. Maturity Level = Better Profits Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.

13. Standardized Architectures Tested and Validated Solutions Work Together Comprehensive Architectural Solutions Reduces risks Accelerates pre-sales cycle More service selling time Reduces / Eliminates post-sales issues Trusted adviser relationship Removes complexity Speeds deployment Future services and solutions Cost benefits / savings Protects investments Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission. Modular, Systematic Approach

14. Resell or Build? Which is Best? Resell Build Hybrid Cisco or 3rd Party Provider Cisco or 3rd Party Provider   Solution Provider Partner Solution Provider Partner Solution Provider Partner    Customer Customer Customer Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.

15. Cisco ServicesEnable Services Offerings

16. BuildingService Offers Establishing + Delivering Solutions

17. Services + Support Building Blocks Support and Managed Services Professional Services Support Services Skill Building and Allocation Help Desk and Adv. Tech Support Services Onsite Support Services Functional Knowledge Transfer Services Delivery Skill Building and Allocation Project Management Framework Project Handover and Closure Discovery/Readiness Framework Design Framework Implementation Framework Network Monitoring Operations Framework Engagement Quality Assurance and Benchmarking Customer Satisfaction Surveys and References Technical Account Management Long Term Support Services Optimization Framework Reference: Cisco Partner Field Guide

18. Marketing Creating Demand for Your Services

19. Where Opportunities Reside Existing customers New customers • Existing Customer Installed Base • Renewals • Last Day of Support (LDOS) • Uncovered equipment • Monitoring / Management / Support • New Customers • New product and services opportunities to companies you’ve never worked with before • New installed based opportunities with new companies (someone else’s customer) • Opportunities within Existing Customers • New departments / divisions • New technology / solution • New services that you don’t currently offer

20. Creating Opportunities Existing Engagement Add-ons • Customer • Discovery Meetings • Workshops • and Events • Marketing • Campaigns Data Collection and Analysis

21. What Do You Need? • Action Plan – Who, What, and How • A Services / Solutions Portfolio • Partner Branded Cisco Branded • New Markets: Target Data + Marketing Plan • Existing Customers: Customer Data and Analysis • Marketing Messaging • Presentation Education Materials Collateral Materials • Trained Technical and Sales Teams • Tracking / Reporting System

22. Selling Services Positioning and Closing Deals

23. Adopt a Sales Process Identify Sales Opportunity Customer Discovery Meeting Service Demonstration Service Positioning Present Quote to Customer Obtain Pricing, Generate Quote Handle Objections Close Sale Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.

24. Next Steps • Complete an assessment to understand where you are today • And how you compare to others in your field • Decide on your services strategy • Determine your build versus buy strategy • Leverage Smart Services “engines” to help grow your services business • Continue to work with us on your strategy and plan • Leverage our resources, programs, and incentives • To help accelerate the growth of your business

25. Thank You