ITSM in 2013 and Beyond: The Webinar Link And Audience Poll Results

Earlier today I was fortunate enough to participate in a BrightTalk webinar on the future of IT service management (ITSM) with these fabulous gentlemen:

If you want to watch the webinar on demand it can be found here (you will need to register if you are new to BrightTalk). What you won’t get with the on demand webinar (I think) is the full set of audience poll results, so I've included them here.

Intro polls:

Where are you based?

a.      Americas                                    66%

b.      Europe                                         25%

c.      Middle East / Africa                        4%

d.      Asia                                              4%

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Cisco Services Leverages Software Assets To Transform Its Services Value Proposition

As you’re all well aware by now, a perfect storm of technology innovations — including cloud, analytics, mobile, and social­ ­— is fundamentally disrupting the way your company engages with its customers (as well as employees and partners). For service providers in particular, the main challenge is understanding how to best leverage these technology innovations to remain relevant and ultimately generate more business value. So it’s exciting to see a service provider like Cisco Services come up with new offerings that respond to this challenge in innovative ways.

I met with Cisco Services Asia Pacific Japan and China (APJC) executives last week in Seoul to discuss their strategy in Asia. I wanted to highlight a few takeaways that I believe will be important for sourcing professionals in Asia and beyond:

  • Cisco Services is a key enabler of Cisco’s overall transformation. Cisco Services used to be a captive consulting organization providing support and technology services for a product company. In a recent analyst call, John Chambers identified Cisco Services as one of the main levers that will help Cisco transition from a transaction-oriented to an annuity-based business model and help the company become the largest IT company globally. The company’s aim is for Cisco Services to represent 24-26% of total revenues in the next 3-5 years. These goals are extremely audacious; achieving them will require huge efforts from Cisco, including some targeted acquisitions in the services space.
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