1. © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 1 Cisco Smart Services April 28, 2008 Ammar Rayes, Ph.D. Sr. Manager Cisco systems rayes@cisco.com Raja Banerjee, Ph.D. Director Cisco systems rbanerje@cisco.com

2. © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 2 What are Smart Services?  Operates standalone  Failure detected by users  No early warning indicators  Communicates with manufacturer only on failure  Frequent truck rolls for repairs  Devices interoperate with each other  Standalone Device Network Operation Regular ServiceSmart Service  Embedded deep diagnostics  Continuously communicates back to manufacturer  Early warning indicator  Easy remote repairs  Information Available on Device Interactions  Performance benchmarking on industry peers  Data for operations improvement  Enables ecosystem of partners  Integrated to manufacturers & partners  End-to-end visibility  Backend systems integration Smart Device Smart Network Smart Operation

3. © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 3 MPLS Core IP Core ISP (a, b, c) Corporate Gateway (a, b, c) Content Network Backbone/ Core Gateway Router Aggregation End-to-end Smart Services Across the Entire Network DSL BSS ETTH/ FTTH Cabl e BB Wireless Mobile Wireless

4. © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 4 PSTN End-to-End Smart Services Across the Entire Architecture Distribution Access Customer Premise Access Switch GE Distribution Switch GE Internet Access Server Business Core Business Residential Online Gaming Movie On-Demand STB HAG … Catalyst 2950, 3550, 4000, 3500XL 6500/7600 PSTN Interconnect IPTV

5. © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 5 Cisco Service Models  Cisco Smart Services are devided into three main areas: –Technical Services –Advanced Services –Remote Operation Services

6. © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 6 Top Challenges and Innovations (1/5) 1. Built Support in Product Themselves  Cisco has introduced Smart Call Home (SCH) service where devices automatically calls Cisco to report problems or potential problems  SCH agent collects and correlates alerts/alarms and alerts TAC engineers and/or network administrators  Challenges – Scaling: Cisco has a large set of devices (in house and acquisition), Systems/algorithms to speed up and enhance functionalities across all Cisco products – Network Wide Correlation: enables call home messages generated by different network elements to be correlated together with topological information at Physical, Data, Control, and Application Layers to identify the root cause behind service degradations or outages – Derive Services: Algorithms to utilize the collected knowledge (or collect data using SCH) to offer advanced services

7. © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 7 The Smart Call Home Difference Before Minor hardware failure—undetected Customer’s Ops team discovers IP multicast configuration problem S M T W TH F S 1 2 4 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 27 28 29 23 24 25 26 27 28 29 30 21 P3 Service Request opened Cisco RP team checks IP Multicast configuration 45 min Problem narrowed to specific Cat 6500 ports Re-queued to LAN SW team 3.75 hrs Look into various known issues and bugs on WS- X6548-GE-TX. Find nothing. Request logs from customer 12 hrs Logs received and analyzed Identify online diagnostics failure for test TestL3VlanMet RMA created 25 hours Replacement part received (4 –hour replacement coverage) 29 hours After P3 SR opened due to GOLD failure. Diag. info attached Cisco LAN SW team takes ownership 12 min Informs customer of problem and confirms hardware fault 42 min RMA created and part dispatched. 1.2 hrs5.5 hrs Replacement part received (4 –hour replacement coverage) Minor hardware failure—detected and Service Request automatically generated 12 min

8. © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 8 Top Challenges and Innovations 2. Automatic New Services Offering for Latest Technologies  Offer new services (Support, Advanced, and Remote) for latest technologies and solutions  Today’s Model is either: – Reactive: supports latest technologies (e.g. TelePresence, IPTV, Quad Play) after the introduction of technologies – Proactive (Service Automation): Develop systems/procedures to automatically support latest technologies once they’re introduced.  Most Advantageous Model is “Service Augmentation” – Proactive supports often require significant engagement (for software and process) with technology inventors every time new device/solution is introduced. – Augmentation models based on a standard service framework will automatically support NEW SERVICES once new device/solution is introduced.

9. © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 9 Top Challenges and Innovations 3. Fully Capturing & Utilizing Mountains of Data  Systems and methods are needed to capture and reuse knowledge from – Service Requests: Cisco receives thousands of SRs from customers and partners per month – Partner Data: Over 80% of Cisco products/solutions are sold and supported by partners. How to capture relevant knowledge from partners? How to define the which data? – Web data and analysis: Over 79% of Cisco customers and partners find answers on Cisco's Web. How to capture relevant knowledge and organize feedback from the Web? – Advanced algorithms and systems are needed to better capture and reuse such knowledge in a very efficient way.  Objectives: Accelerate MTTR, use the captured knowledge to enhance functionalities, utilize capacity and to introduce new services  Specific algorithms are be needed to speed up support especially for new services (e.g. IPSec, VoIP)

10. © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 10