Integrated Communications— Delivered Voice Communications | Data Infrastructure | Technology Products Innovative solutions & advanced technologies for today’s complex communications challenges.
May 12, 2015
Integrated Communications—
Delivered
Voice Communications | Data Infrastructure | Technology Products
Innovative solutions & advanced technologies for today’s complex communications challenges.
Black Box Company Highlights
Our Expertise• Serving the entire network life cycle from consulting,
planning and design through implementation, support and management.
By the Numbers• 200 offices and 175,000+ clients around the globe• 4,200+ team members• 2,500+ technicians• 5,000,000+ ports under maintenance
• Servicing over 85% of the Fortune 100
Strength
• Public company (NASDAQ: BBOX) since 1994
• $1.1 billion in annual revenue
— 59% Voice Communications Services
— 23% Data Infrastructure Services
— 18% Technology Product Solutions
• Positive cash flow for 33 consecutive years
• Double digit EBITDA Black Box Headquarters
Pittsburgh, PA
• Independent provider of major communications and infrastructure technologies.
• Technicians cover the U.S. and Canada pervasively.
• Financially stable and strong.
Digital Signage
Intelligent Infrastructure Management
Structured Cabling
Wireless
Managed Services
Security
Voice and Collaboration
Staff Augmentation
True Communications System Integration
»Complete life cycle services.
»Technology-independent portfolio of solutions.
»Global footprint with deep technical resources.
Black Box: Recent Industry Recognition
Positioned in Gartner’s Magic Quadrant for Communications Outsourcing and Professional Services (COPS) in North America.
Recipient of Cisco’s Customer Satisfaction Excellence Gold Star for Delivering Outstanding Customer Service to Clients in the United States.
Recognized by CRN Magazine as a Top 100 IT Integrator in 2011 VAR 500 for Tenth Year in a Row, ranking 17th.
Named One of InformationWeek’s 500 Most Innovative Users of Business Technology
Black Box can design and deploy a Cisco solution to enable your business.
Company Confidential
Pete Accetturo
BROAD EXPERTISE
Global Certifications• U.S. - Gold Partner • Japan – Premier Certified Partner Express Foundation
Partner• UK – Select Certified Partner, Small Business Specialized• Australia, Canada – Registered Partner
Specializations• Advanced Borderless Network Architecture• Advanced Collaboration Architecture • Advanced Data Center Architecture• Master UC Specialization• Cloud and Managed Services Master• IronPort Gold Certified• Cisco Powered Managed Business Communications• Smart Care Registered Partner• WebEx Partner • ATP - Cisco TelePresence Video Master• ATP - Identity Services Engine
ROBUST CERTIFICATIONS• 6 CCIEs• 164 CCNP/DP/VP• 163 CCDA/NAs• 32 CSEs• 400+ Exam Certifications
VALUABLE SERVICES• ConvergenceCareSM
• Network Assessments• Sophisticated Network Monitoring• Innovative Managed Services Including Staff Augmentation• Global Procurement
STRATEGIC POINTS OF INTERESTParticipation in:• Executive and Regional VAR Councils• Partner Operations Advisory Board• Service Partner Advisory Board • US/Canada Technical Leadership Conference
Customer Satisfaction Excellence for 8 Consecutive Periods
Part of an Elite Group of Cisco Partners
Gold Certified
with all 3 = 12
# of Partners withMaster Tele-presence
Video = 20
# of Partners with Master UC = 51
# of Master Managed Services Channel Partners =57
# of Cisco Partners in the US = 8,000
Customer-Focused Tools
that Deliver Continuous Value
Exchange Zone, SMARTnet Manager, and
iPro
The Exchange Zone
The Black Box Exchange Zone (EZ) allows for high quality engineering and project management expertise to deploy successful deliverables throughout the project life cycle.
The process organizes the many inputs and outputs necessary to successfully deploy new technologies.
In conjunction with best practices from the Project Management Institute (PMI), the EZ is a culmination of years of industry experience proven to deliver high quality projects to our clients.
Company ConfidentiaPete Accetturol
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Define Plan Design Stage Test Deploy Support
Exchange Zone Life Cycle Model
Company ConfidentialPete Accetturo
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Define Plan Design Stage Test Deploy Support
Risk & Change Management
Risk & Change Management
Risk & Change Management
Account Planning Identify project team
Risk & Change Management
Prepare training materials Create Test Matrix Execute Go Live Plan
Understand business
requirements
Conduct internal kickoff meeting
Conduct client kickoff meeting Inventory & test
hardware Approve Test Plan System Monitoring Provide Day 1
support
Develop technology
strategy
Identify project risks
Conduct design session workshops Configure hardware Execute Test Plan Incident Management
Perform final project audit
Conduct product & technology
demo
Develop project plan & project
timeline
Validate design & sign off on design Software
Implementation Problem Management Problem ManagementProvide final
project deliverables
Create high level design
Procure hardware Develop Implementation & Operations Plans
Ship all hardware & software
Conduct Administrator & End
User Training
Configuration Management
Conduct close out meeting
Client review Change Management
Develop Training Plans
Rack & stack hardware at client
siteTest Acceptance Execute closing
process
Transition to ConvergenceCare
Define Plan Design Stage Test Deploy Support
Initiating Planning Executing/Monitoring & Controlling
Closing
Black Box SMARTnet Services Why Black Box?
• Best Practices • Resources and Personalized Care • Welcome Packets • Continual Management of your contract • Pro-active Renewal Process • Web Based Tools – iPro & iMan (SMARTnet Manager) • Creative Renewal & Financing Options
Company ConfidentialPete Accetturo
SMARTnet Automation Tool
Company ConfidentialPete Accetturo
SMARTnet Value-Add
• Assures that the correct SMARTnet is ordered – automated controls• All SMARTnet ordered is tagged to certain contracts – no run-away contracts and site
IDs• To-The-Day Co-termination of coverage – assures coverage with out the waste of
coverage during non-production. Average amount saved due to the process is 6%• Tracks Cisco assets, their locations, contract #’s, contract end dates in one view • Automates and simplifies adds, moves and changes to assets and contract
information
Customer Experience Automation Tool: iPro
Company ConfidentialPete Accetturo
Black Box has developed a .NET web-based tool to procure, maintain, and track Cisco Asset Inventory and
related maintenance contracts.
Black Box ConvergenceCareSM
A Black Box Network Services Solution
Company ConfidentialPete Accetturo
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Black Box ConvergenceCareSM
Build-your-own solution bundle that includes Cisco maintenance
+ customized Black Box services
to help you get the most out of your technology investments.
Company ConfidentialPete Accetturo
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Black Box ConvergenceCareSM Platinum
Includes SMARTnet and Remote NOC Support• Bundled with “Select Your Own” Black Box Services
Bundled Services Can Include:• Onsite Dispatch of Local Resources • Network Performance Management • Real-Time Monitoring with Quarterly Audits• Valuable Reporting
+ =+/- +/-SMARTnet Remote NOC
Real-Time Monitoring w/Quarterly
Audits
ConvergenceCarePlatinum
Onsite Dispatch
Company ConfidentialPete Accetturo
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Service Level Agreements You Can Count On
Time to Acknowledge – Time for an engineer to start working on a reported problem.
Time to Callback – Time for an engineer to complete the initial diagnosis and contact the customer.
Time to Resolve – Time it takes to resolve the customer issue.
SLAs Time to
Acknowledge Time to Callback
Time to Resolve
System Down 0.5 1 4
High 1 2 8
Medium Priority 24 24 48
Low Priority 48 48 96
All times in hours.
Company ConfidentialPete Accetturo
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Real-Time Monitoring: Cisco Unified Communication Monitoring Real-time monitoring of Cisco Unified Communications solutions:
• Provides real-time alarm event detection for:- Application monitoring support for:
Unified Communications Manager Unity Voice Gateways
- Solution provides server level monitoring for other UC servers:
• Provides additional tools for troubleshooting.
• Standard reporting via customer web portal.
• Remote connectivity required.
+ =+/- +/-SMARTnet Remote NOCOnsite
Dispatch(Optional)
Real-Time Monitoring
w/Quarterly Audits
Black Box ConvergenceCareSM
Quarterly Audits +/-