© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 1

Results through Collaboration and KM at Cisco

Doug Madgic

Program Manager, Intellectual Capital Management

Cisco ServicesCisco Services

Making Networks WorkBetter Together.

© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 2

Agenda

Introduction

12 KM Capabilities

Q&A

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the idea of

communityno longerculture applies to just

towns

cities

or countries

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your

is wherever you need to interact.

community

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we believe

belongs to everyone.

SustainableBusiness Practices

Networking Academy

Make Every Connection a Green Connection

Volunteerism

community

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Market Capitalization Leadership

January 1995 November 2005 May 2010

Cisco

$10B

Top 12Competitors

$71B

Cisco

$110B

Top 11Competitors

$60B

Cisco

$146B

Top 11Competitors

$24B

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Market Share Leadership

0%

20%

40%

60%

80%

100%Digital Video: IPTV

63%Cisco/SA

0%

20%

40%

60%

80%

100%Switching: Modular/Fixed

Cisco/SA 71%

0%

20%

40%

60%

80%

100%

0%

20%

40%

60%

80%

100%Security

Cisco

Security

36%

0%

20%

40%

60%

80%

100%Voice

Cisco31%

0%

20%

40%

60%

80%

100%Wireless: LAN

Cisco 57%

0%

20%

40%

60%

80%

100%Storage: Area Networks

Cisco25%

0%

20%

40%

60%

80%

100%Routing: Edge/Core/Access

Cisco 57%

100%

0%

20%

40%

60%

80%

Networked Home

Linksys 39%

0%

20%

40%

60%

80%

100%Web Conferencing

Cisco/WebEx

50%

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cultureemployees

…are our competitive advantage

service1/6

engineering1/3

sales1/3

other1/6

employees

68K+

countries

165+

offices

550+

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Cisco Services

Customer — Partner — Cisco

Assess ReadinessDesign the

Solution

Implement the Solution

Maintain Network Health

Plan

Implement

Operational Excellence

Optimize Operate

Design

Coordinated Planning and

Strategy

Prepare

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Agenda

Introduction

12 KM Capabilities

Q&A

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Taking collaboration to new levels with TelePresence

Cisco DesignEngineer

San Jose

Cisco Partner

London

Security Expert

India

Collaborative Environment

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Delivering Value

Boundary spanning and cross-functional collaborationGlobal theaters, BU, TAC, SalesEnable rapid communication and shared understanding

Channel for AS knowledge infrastructureLocus of knowledge identification, capture and transferDevelop and maintain Rules, IC Nuggets, Leading Practices, etc.

Strengthen AS social fabric Leadership and development opportunitiesMember recognition

Enhance organizational performance Help manage explosion of informationInnovation, tools input and deliverables support

Customer Success

Thought Leadership

Productivity

Alignment

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Communities

Net Tool Efforts

Technical Guidance

Misc. ProjectEfforts

RBIC Efforts

Training Efforts

CBIC Efforts

SponsorManager

Lead

Lead

Leads

Lead

Lead

Lead

Extended Team Members

Theater Lead

Lead

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Trusted Content

1. LP Candidate 2 .Nominate as LP 3. Screening

4. Review / Develop

5. Format6. Final approval & Publish

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Expertise Automation

• Syslog• Config

BP• Custom

Config• Audit

ASTG Infrastructure

Rule Broker

Customer Data

NP

Delivery Flow Idea Contribution

AS NCE

Customer Site

CNC

EncryptedData

Daily downloads

New

Idea

Rule Manager

CoP Members

Rule Lifecycle • Idea

Creation• Screening• Write IC• Rule

Development (STS)

• UAT• Feedback-

Update

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Portals / Delivery Platforms

Nugget BrowsingLearning and Collaborating

Enable Innovation

Innovation

Document BuilderQuick to compile Nuggets into

deliverablesClone projects of live IC

IC NuggetQuick to capture once

Easier to maintain quality

1

Margin / Productivity / Quality

Future Monetization Opportunities

1

1

MultipleUses

Recognition

1

1

Rule BasedService

Automation

1

P DI

O

PDIO

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Reporting

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Executive Support

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Accountability

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Facilitation

FY’11

Data Center Design Templates

Architecture / VT IC Type Contact

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Communications

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Recognition

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A Few Lessons

Small is ok if you show value Tools are never enough. Thank your champions Provide clear guidelines Integrate into regular reporting processes Align to execs who can help you carry message Pick a couple things and do them well Keep program top of mind for stakeholders Believe in your message. Passion sells

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Q&A