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TRANSCRIPT
2015• Progress, not perfection• Operationally Sound• SSI greatly improved• Record Sales• Growth
Thank You
Q1• SAP Introduced• Logistical Nightmare• Delays & Frustration• Sales Suffer• Painful Quarter
I’m Sorry
Q2 & Beyond• SAP Improvements• New Products• New Services• New Programs• Improved Outlook
Back on Track
Agenda –14th Jun TueVenue: Meeting Room 5
09:45 Introductions and Opening
10:00 2016 Services Priorities & Highlights from 2015 – Alex Gray
10:45 BREAK
11:00 Round-table 1: JPA Services Programs – Sundar Hariharan
12:15 LUNCH
13:30 Professional Services the Enabler of Transformation– Vince
Molinaro
13:45 Round Table 2: Services-Led Selling – Rick Hamilton & Willem
Bos
15:25 BREAK
15:50 Service Now Implementation - Nissho
16:20 Going to Business With Automated Support and Prevention –Dwayne Thaele
16:50 Conclusion of Day 1
18:00 Welcome Reception and Dinner
Agenda –15th Jun WedVenue: (AM) Ballroom (PM) Meeting Room 5
08:45 Partner Conference Plenary
12:00 LUNCH
13:15 APAC strategies with services – Daniel Hua
13:30 Round-table 3: What is our path to Operational Excellence – Todd
Lowe
15:00 More discussion topics
15:30 Conclusion of Day 2
17:00 Transportation to Gala Dinner
18:00 Cocktail Reception and Gala Dinner
2015: YOU MADE A DIFFERENCE
COVERAGE
Attach rate (adj. for LLW)
Renewal rate (in-quarter Q4)
Expanded PPS partnerships
New design & support certifications
97%
74% (60%)
CAPABILITIES
+ 4
+ 70
Professional, Advanced Services
Operate/Support Services
- 8%
+ 3%
BOOKINGS
PAR
SVC, ES, PS, AS
$112M
$32M
CSAT
Services integrated into JPA
• Requirement for Elite
• PSS open to Select
Tighter partner interlock
• 2 IDEAS/C tracks on services
• Service partners @ Tech Summit
Continued BI investments
• Weekly Tableau refresh
• Forward looking renewals
Enablement
115 distinct PPS assets
• + 185% increase
• SDN, automation workshops
Design certifications for PPS
• Associate
• Specialist – Data Center
Enhanced PPE portfolio
• AS practice adoption
• Refined RE practice
Ease of Doing Business
Continued MDF for services
• $3.7M WW
• $1M APAC
Refined PSS rebate model (Q4)
• In-quarter renewals
• Asset recovery
Improved profitability w/ rebates
• 51% pay-out rate (Q4)
• $240K pay-out APAC (Q4)
Growth
2015: EVOLUTION IN CHANNEL SERVICESACTING ON YOUR (WW SAC) FEEDBACK
SYSTEM ENHANCEMENTS – IGNITION
Journey begins:
• SAP Customer Relationship Management
• Replaced Clarify case management system
• Increased visibility within JTAC and Customer Care
• Case Manager update
• Simplified interface
• Usability, performance improvements
• Streamlined UI aligned to user workflow
• Enhanced search capability
SYSTEM ENHANCEMENTS – IGNITION
Going strong:
Quarterly updates with enhancements and fixes
• Performance improvements
• Scalability and response time
• Granular search
• Logistics enablement program initiated (LEAP project)
• RMA process automation and efficiency
• Ignition release 14.7 readiness and go-live
• Installed base data transfer
• Tighter governance integrated in system implementation
44
26
4042
4441
50
29
71 72
8179
57
42
3539
32
3735
29
3437
48
3733
3532
0
10
20
30
40
50
60
70
80
90
MTT
R D
ays
MTTR Days
Avg MTTR Days MTTR Target-
Jan 2016
spike due to
ERP/
Ignition 14.7
Spike due
to CRM /
Ignition
14.4
2016 growth driversMaximize
portfolio share
Alliances & tech
partners
Globalize
verticals
Services-led selling incl.
software-centric solutions
Build-out customer team
modelDisrupt with automation in all
domains
Strategic investmentsfor growth
beyond 2016
Accelerate
commercial,
distribution & Elite
partner engines
GEO focus on
high growth
verticals
2016: INCREASING JUNIPER GTM EMPHASIS ON SERVICES & SUPPORT
CLOUD DATA CENTERS:ENABLED BY JUNIPER SERVICES
Presales
Engagement
Architecture
Design
Network Design
Pre-Sale
Proof of
Concept
Award
Build
Data
Center
Deployment
Post-Sale
• Juniper Care Software Advantage
• Juniper Care Plus/Optimum Care
• Advanced Services –Resident Engineer
• Focal Technical Support
• Cloud Data Center Network Design
• Educational Services:• Contrail• SDN Fund.• Network Auto
Operate
• Data Center Deployment
• Data Center Migration Service
• Automation Assurance and DevOps
• Cloud Data Center Automation
• Assessment Service
• Cloud Data Center Architecture Design
• Data Center POC –on-site or Juniper
• Cloud Data Center Assessment Service
• Service Creation Workshop
Project Management
STRATEGIES
WORKSTREAMS
FOUNDATIONALPEOPLE: Talent retention and development; diversity;
new college grads and interns; succession planning
FINANCIAL AND OPERATIONAL: Achieve revenue growth
and margin targets; KPI metrics >= FY15
• Launch Renewals 2.0 and all associated work-streams
• Continue to emphasize support attach at point-of-sale
• Continue expansion of customer team model reach
• Continue/accelerate SAP ERP and SRM enhancements
• LEAP into the future
• Automation delivered:
• JTAC Workbench
• Personalized portal –MyJuniper
• AS Workbench
• Service Now
• Drive PS growth and maturity –Juniper and partner delivered alike
• Grow end-to-end solutions & SW and DevOps competence
• Play leadership role in Juniper company-wide SW licensing transformation
SOLUTIONS &
SERVICES LED1
ENGAGEMENT MODEL
EVOLUTION2
AUTOMATION &
IT LEVERAGE3
CSS STRATEGY EXECUTION IN 2016
Round-Table SessionJPA Services Programs
Sundar Hariharan
Director WW Partner Services Programs and
Development
JPA SERVICES PROGRAMS YOU HELPED US BUILD- STRONG GLOBAL ADOPTION, TRACTION, RESULTS
Partner Support Services (PSS) Partner Professional Services (PPS)
Launched Q3 2013 Q1 2014
# of Partners WW: 225 ; APAC: 78 WW – 65 ; APAC - 9
Coverage HQ/Base of operations in 62+ countries HQ/Base of operations in 27+ countries
Skills/Capabilities Support Certifications (JNCSP-xx)WW: 1224 ; APAC: 342
Design Certifications (JNCDx-xx)WW: 172 ; APAC: 32
Partner success (2015) Service bookingsWW: ~$530M Total Services ; ~$250M PARAPAC: ~$143M Total Services ; ~$113M PAR
Competitor swap-outs, winning new customers, protecting Juniper incumbency
Customer success (2015) • Improved Customer Satisfaction for Partner Support globally
• 120+ Partner-led, Juniper supported NetworkAssessments WW ; ~ 10+ in APAC
• Multiple product pull-through wins• Competitor swap-outs
Investment & commitments • Averaging ~$4M per year in Juniper MDF investment for Services WW + rebate• Continued investment in Partner enablement to build reusable assets, tools, workshops, collateral• JPA-Services support team - 14 Service Partner Managers ; 2 Global Program Managers ; shared
support from Global JPA team
Advisory representation ~ 60 Service Advisory Council members across the world ; 20+ in APAC
EnablementEngagement
ModelsProgram
Framework IncentivesKPI’sField
Engagement
Best practice within that program
OUR COMMITMENT TO CONTINUOUS PROGRAM IMPROVEMENT- BENCHMARKING STUDY: JUNIPER VS 5 OTHER CHANNEL SERVICES PROGRAMS
Study conducted by: Channel Impact Inc. in Q1-2016
On par with best-in-class Channel Services programs
Not as comprehensive as other programs
Gap ; other OEMs have addressed this better
New business tools
• Product to service mapping tool
• ‘Packaged’ MDF
Services integrated into ORS
• Phase 1: Information capture
• Phase 2: Deal protection
Continued BI investments
• Improved stability of data refresh
• Certification status dashboard
Enablement
Expanded assets
• i2J tool, xCPE/NFV assessments,
• Automation, ASAP workshops
Design certifications for PPS
• Specialist – WAN, Security
• Professional – Data Center
Service-only partner access
• Expanded reach
• Complimentary capabilities
Ease of Doing Business
Continued MDF investment
• $ 3.5M+ WW
• $ 1.1M+ in APAC
Focus on partner-led services
• Potential PPS incentive
• Marketplace campaigns
Tighter GTM alignment
• Collaborative model for PS
• Clarity on SW support
Growth
2016/2017: CHANNEL SERVICES PROGRAMS EVOLUTION- THREE PILLARS OF OUR PROGRAM STRATEGY
BREAK-OUT SESSION QUESTIONS
A. What are some best practices you have seen in Channel
Services programs from other OEMs that you’d like
Juniper to adopt.
– We are looking for those practices that are mutually beneficial.
– Please think broadly across all your partnerships, beyond Networking.
– We even welcome recommendations for entirely new Services programs that
address emerging business models/customer needs.
B. What aspects of our current Services programs (PSS or
PPS) are not meaningful to your business in APAC?
GTM Strategy Remains Consistent
Vertically
Aligned
Solutions &
Services-led
Enhanced
Coverage &
Capabilities
with Partners
Integrated
Marketing
From Brand to
Demand
Measures of Success - 2015
Revenue Growth
Revenue Diversity
Customer Satisfaction
Customer Retention
Sales Team Productivity
Total Cost of Sales
We’re Vertically Aligned, Customer Centric
TELECOM CABLE/MSO CLOUD
PROVIDERS
FINANCIAL
SERVICES
NATIONAL
GOVERNMENT
STRATEGIC
ENTERPRISE
VERTICALS
AMERICAS APAC EMEA
Customers
Account-based
Marketing
InsideSalesRep
SalesOps
Functional Expertise
CTOSE
Leader
Service Leader
Strategy and
Bus Dev
AELeader
ManagedServicesLeader
PLMPartnerAlliance
PartnerLeader
Customer Team Leader
BY ACCOUNT
BY VERTICAL
BY GEOGRAPHY
• Deep Customer Engagement
• Improved E2E Customer Experience
• Focused Skills and Expertise
• Total Lifecycle Engagement
• Increased Customer Loyalty
CustomerTeam Model
Professional ServicesThe Enabler of Transformation
Bridging the gap to a better platform
Managing the transition
Migrating assets
Minimizing service disruption
Simplifying via automation & orchestration
Accelerating rollout
Our Customer Support andServices Transformation
30%
24.8%
Post sales support
Main customer
base -Tier 1
service providers
Pre-sale design +
post sales support
growth in cloud
provider customers
Full life cycle
support in
Cloud SDN, Contrail
and NFV
BREAK FIX
HARDWARE
ARCHITECTURE &
CLOUD TRANSITION
WINNING
IN THE CLOUD
2012 2014 2016
25%
20%
15%
10%
5%
5%
2012 2014 2016 Est
25.9%
~27%
Support & Services % of Total Juniper
Support & Services Revenue Mix
Technology + PS Drives Business ValueP
rod
uct V
alu
eB
usin
ess V
alu
e
Drive Business
Innovation
AdvancedBusiness
Consulting
Integration
NetworkDeployment
NetworkOperations
PricingPurchase
NetworkTransformation
Cloud Innovation | Disaggregation | Security
Customer Business Value - Economics, Agility, Relevance
Service-led & Business ModelTransformation
Serv
ice C
reatio
n
Busin
ess P
lannin
g
Econom
ic A
naly
sis
OS
S/D
C C
loud
Assessm
ent
Netw
ork
Desig
n
Pilo
t/F
ield
Te
st
Tu
rnkey/M
igra
tio
n
Netw
ork
Auto
matio
n,
Inte
gra
tio
n &
Te
st
Secu
rity
Campus & Branch
Access & Aggregation
Edge and Core
Data Center
Data Center Transformation
Cloud-Delivered Services
Automation & Virtualization
Operations Transformation
Security
Switching, Routing & Security
Contrail, CSO , vSRX, vMX
Open Partner Stacks and Alliance Solutions
Software, Systems & Silicon
Juniper Development& Innovation & Partner Technology
Three key roles required to drive success in solutions-oriented, software-centric GTM
JDI Sales / COE / SEs Professional Services Advanced and Support Services
Win the Architecture
mindshare
• Superior Technology
• More effective models
• Juniper and 3rd party
• Multi-service environments
• Solving new world problem
Make Platform
Migration seamless
• Bridge the gap to a better platform
• Transition management
• Migration of assets
• Minimize service disruption
• Accelerate rollout
Secure the Investment
• Virtualized services
• Dynamic assets
• Service mash-ups
• Hybrid cloud
• Fast IT, IOT
Customer and partner interview summary: as technology choices proliferate and decisions become more complex, customers seek complete solutions
66%
19%
15%
Enterprises
SPs
VARs
Stakeholders Interviewed by Type
Key trends noted from market research
• As enterprises contract more of their network management services to SPs, the buyer
of the enterprise’s networking technology shifts to the SPs as well
• SP influence on network architecture and future design requirements will continue
to increase with managed service adoption
Enterprises are looking to managed services to reduce
their fixed costs and increase scalability
• Enterprises prefer a solutions-oriented vendor to provide product and services in
order to maintain a cohesive view of delivery fulfillment and payables
• Services value-add for mature networking products is centered around relationship
management, including intimate knowledge of the enterprise’s network
Customers value a simplified experience with applied
expertise for their networking technology needs
• Available talent for new technology is still developing, which increases demand
for vendor professional services during new product introduction
• SPs are looking for direct vendor engagement to enable SDN; SPs estimate first
SDN capabilities in 1-2 years
Vendor PS is most attractive when there is technology
disruption with new choices
Note: Also interviewed 8 internal Juniper stakeholders across Sales and Business Development
41%
12%
47%
Currently using MSP
Investigating MSP
No indication
Enterprise use of Managed Service Provider (MSP)
With paradigm shifts in the market, Juniper’s GTM must evolve to become solutions-oriented and software-centric
Themes
Market
SDN / NFV
Disaggregated
Software and
Hardware Evolving
Security Threats
Juniper’s evolution to enhance customer value-add
From:
Product-oriented Solutions-oriented
Hardware + Software Software-centric
To:
A giveaway to drive
product
A strategic enabler
of solutions
Str
ate
gy
Str
ate
gic
O
ffe
rin
gs
Pro
fessio
nal
Se
rvic
es
Requirement Path
Software-centric solution stack comprising of Juniper and partner technologies enabled by professional services
2.
Enabler Path
Where we should Play
The market places high value on vendor PS related to new technologies, however, VARs are preferred PS partners as technology matures as they are viewed as lower cost and more attuned to customers’ specific technology needs
Vendor PS
Partner / VAR PS
Vendor / Partner Support and Services
Innovate Scale Mature
The software paradigm shift requires PS to have a broader
and collaborative skillset to address customer needs
Increased demand for high-value PS to help customers understand and adopt new technologies & solutions
Focused technology solutions with PS offerings
included are easier for customer to buy and consume
Juniper can fulfill these market expectations by targeting PS offerings and skills where they add the most customer value
How do you overcome the challenge of shifting from selling a product to selling a solution?
If Juniper PS was to delivery one thing for your business this year, what would that one thing be?
What is your biggest challenge in engaging Juniper PS for key opportunities?
Do you need PS?
BREAK-OUT SESSION QUESTIONS
Values of Service Now
Solve customers operation problems
• Quickly detect and identify customer operation problems.
• Effective and proactive solutions can be proposed.
• A trust relationship with customer operation team can be built.
Provide More Services
• More repeated businesses for both products and services from a
customer with better managed operation networks.
Reduce OPEX
• Reduce OPEX for Customers, Nissho and Juniper by automated
supports.
Customer Information
Service
• Information search service, On line shopping, Mobile service
Current Install Base
• MX:72(Backbone),EX:193,QFX:14,SRX:16
Customer Operation Problems
Operation managers have no access to the CLI command but
only web tool, and it has increased the workload of the network
development team and causing bottleneck.
Inefficiency in managing the network and therefore delay the
response to incidents.
That causes business losses.
Before
InternetMX
development team
Nissho Juniper
2, login
3, Get logs
4, Send logs
1, Call
24hours/365days
5, case open
Solution with Service Now
Phase 1 ( by 2016 Sep.)
• Correct the initial log by On Demand Incident
• Look for the way correcting additional log by Service Now.
Phase 2
• Use scripts to correcting log. (Need validation)
• Review the script after the phase 1 complete.
• Start with limited functions which has less impact to customer
production network.
Phase1
InternetMX
development team
Nissho Juniper
1, On demand incident
2, get logs
3, Send logs
Operating managers
No Call from Operating managers
ServiceNow Service
Now
※Look for the way correcting additional log by Service Now
4, case open
Phase2
InternetMX
Nissho Juniper1, get logs
2, Send logs
Operating managers
ServiceNow Service
Now
Used Script
※ Start with limited script which has less impact to customer production network
3, case open
Key Lessons Learnt
• Right customer with open-minded.
• Service Now has been included in the early stage of the selling cycle.
• Bundled the Service Now Initial cost with products and MS.
• Flexibility of scripting function is important
• Security requirement is high in Japan
• Start with small scale of the network.
Customer Information
Service
• Data Center, Cloud, Managed & Security business,
commerce support
Current Install Base
• MX:11, EX:464
Background Customer is going to implement around 200 EX switches in the
next few years.
One critical factor of the project is to reduce operation costs
caused by issues and incidents.
Customer has uncertainty on the ROI of Service Now.
Customer also worries the scripts will be used in Service Now
will impact their production network and causing issues. They
have the same negative experience with their own scripts
before.
What’s next…
Further elaborate the value of service now to justify the initial cost. Nissho is exploring possible bundle package with products.
Propose to start with smaller scale deployment. For example: Only deploying the basic function of On Demand Incident
Involve Customer’s Operation team will verify the scripts do not causing any issues on the production network before deployment started.
Additional functionalities on Service Now
1. Customized function when retrieving logs (create on-demand
incident)
2. Ability to turn on or off a selection of scripts to allow flexibility to
different customer needs
3. Upgrade the security to 4096-bit SSH RSA Key
• We like to use Customer case as a reference story and repeat the same model to other customers.
• We like to implement Service Now to small/mid-size SP, DC, OTT(Over The Top), R&E(Research & Education).
• We like to be a leading Juniper partner for service automation.
Next Step
Direction of Support ServicesAutomation – Automation – Automation
Customer Experience
Strategy
Technology Adoption Strategy
Support Modernization
Strategy
Customer Engagement
Strategy
2016 Support Transformation
Source: TSIA State of Support Services 2016
Support services will only be able to
scale by embracing an attitude of
extreme automation
It is important to have knowledge content
available and consistent no matter how the
customer chooses to engage with your
organization
Need to measure and reduce customer
effort, particularly for support interactions
Technology companies must now become
focused on a customer’s successful use of
products and services
Customers today want personalized, proactive support
Juniper’s Automated Support and PreventionDelivering the Best Support Experience Possible!
Reactive Focus
Based-on Juniper Experts Immediate Response Automated Remediation Faster Resolution Times
Proactive Focus
Targeted Product Insights Actionable Reports Risk Identification Effective Upgrade Planning
Juniper Technical Assistance Center (JTAC)
End-Customer Network
Service Partner
Complete End to End Solution
100% Automated
Automated Support
and Prevention
Juniper’s Approach to Partner EnablementAutomated Support and Prevention
Operate
Optimize
Plan and Build
Partner Professional Services (PPS) Project focused
Consultative
Premium Partner Enablement (PPE)
Proactive
Advisor
Partner Support Specialist (PSS) Efficient
Effective
Powered by Automated
Support and Prevention
Powered by Automated
Support and Prevention
Enhanced by
Automated Support and
Prevention
Juniper’s Automated Support And PreventionMarket-leading Products with Integrated Support – Engineer-in-a-box
Technical Expertise Integrated with our Products
Juniper Routers, Switches, & Security
Products
Juniper JTAC Experts & Specialists
Troubleshooting Expertise
AutomatedEvent Detection
AndResponse
Fast Problem Resolution Actionable Reporting
CustomersAnd
Partners
Juniper JTAC
Automated Data Analysis and
Resolution
Value-Added Reporting Expand Your Services To Customers – Enhanced for Partners
Help Customers with:
Focus Planning Prevention
Actionable Detailed Targeted
CS Work Center
JTAC Workbench AS Workbench
Automated Support and Prevention
Data Infrastructure
JSS Hadoop
Global Services Acceleration
Service Management Operations Support
(SMOS)
Advanced Services Enablement Team (ASET)
Next Gen. Portals
MySupportPersonalized
Portal
Partner Support Tools
Device Monitoring Automation
Service Now and Service
InsightJCATS/ CODA
Delivering Essential Benefits to Partners
Differentiated Support Experience
Optimized Processes and Resources
OpEX
Loyalty Revenues
New Value Added Services
Revenues
Incremental Product Sales
CODA
JCATS
JDI
Integration
• GA in Feb 2016• Submit files for analysis without a case
Juniper Case Attachment Tool SuiteEvolution and Value
• PRs automatically updated when core files added
• All PR backtrace info available to BAM for cases and PRs
• Always used! • Analyzes all data files automatically• Dramatically reduces time to resolution
Common Data Analyzer (CODA) – New Process
Automated Analysis Tools
RSI AnalyzerBacktrace Matcher
CreateCase
JCATS
Customers and
Partners
Email CODAService
PartnersOnly
New!
CODA is a new way to access automated tools, not a new tool Works on file input from emails, not from cases Rapid Response Reduce Case Creation
JCATS + Service Now = Faster Incident Resolution
Without JCATS
19.1 Days (Avg)
JCATS only
13.8 Days (Avg)
JCATS + Service Now
9.9 Days (Avg)
28%
48%
Decrease OpEx
Increase Loyalty
Enabled by Big Data Infrastructure
Next-Generation Portals
Today’s CSC Landing Page Tomorrow’s Personalized Support Portal
Dynamic, Personal, Relevant and Real-time An interactive dashboard of dashboards
Personalized Content Support Info - Case / RMA / Contract Software & Supportability Info
o General Usageo Static Informationo Simple Links
Next Gen. Portals
MySupportPersonalized
Portal
Partner Support Tools
MyJuniper