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Cisco Services 3.0: making product support a competitive differentiator Product Image

Cisco Services 3.0: making product support a competitive differentiator

  • ID: 597571
  • February 2008
  • 21 pages
  • Ovum

Cisco is a classic products company. While it strictly limits its support services offerings to the capabilities and a scale required to ensure customer satisfaction, these services have played some particularly important roles in the company’s strategy. They bind the company particularly closely to the company’s customers and channels and help maintain Cisco’s extraordinary margin structure.

Cisco is now preparing to launch a massive new proactive services initiative, dubbed Services 3.0, that is intended to dramatically increase the vendor‘s focus on its customers’ needs, address these needs quickly - in many cases before the customer even recognizes these needs - and help customers improve their network availability, performance and data center processes. It plans to accomplish all this while simultaneously expanding its partner relationships and enhancing partner services margins.

Table of contents

Key messages

The genesis of Cisco Services 3.0

Redefining Support Services

Defining Smart Services

From reactive to proactive technical services
The support services offerings

Smart Services platform

Aggregated services database

Service availability and adoption

Rolling out the services

Services 3.0’s role in enhancing the customer experience
Network availability and performance
Process improvement

Enabling Cisco’s partners

Traditional networking partners
Other types of partners

What Cisco will gain from Smart Services

Improving the support process
Redefining product development
Enhancing the strategic value of the network
Addressing Cisco’s partnership and margin goals

Implications for the market and the industry

Raising market expectations
The potential of Services 3.0

Table of figures

Figure 1 Cisco NLS 1.0 enterprise bundles
Figure 2 Smart Call Home Proof Point
Figure 3 The role of partners in delivering Smart Care services
Figure 4 Cisco’s transition to strategic, asset-based services

Note: Product cover images may vary from those shown


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