How can Black Box assist you with your Cisco needs? This high level walk through explains how Black Box works closely with Cisco to achieve the best results for all.

1. Integrated
Communications—
Delivered
Innovative solutions
& advanced technologies
for today’s complex
communications challenges.
Voice Communications
|
Data Infrastructure
|
Technology Products

2. 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
•
Independent provider of
major communications
and infrastructure
technologies.
•
Technicians cover the
U.S. and Canada
pervasively.
•
Financially stable and
strong.
Black Box Headquarters
Pittsburgh, PA

3. True Communications System Integration
Voice and
Collaboration
Managed Services
Wireless
Digital Signage
Intelligent
Infrastructure
Management
Security
Structured Cabling
Staff Augmentation
» Complete life cycle services.
» Technology-independent portfolio of solutions.
» Global footprint with deep technical resources.

4. 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

5. Black Box can design and deploy a Cisco solution
to enable your business.
ROBUST CERTIFICATIONS
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
• 6 CCIEs
• 164 CCNP/DP/VP
• 163 CCDA/NAs
• 32 CSEs
• 400+ Exam Certifications
STRATEGIC POINTS OF INTEREST
Participation 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
VALUABLE SERVICES
• ConvergenceCareSM
•
•
•
•
Network Assessments
Sophisticated Network Monitoring
Innovative Managed Services Including Staff Augmentation
Global Procurement
Company Confidential

6. Part of an Elite Group of Cisco Partners
Gold
Certified
with all 3 = 12
# of Partners with
Master 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

7. Customer-Focused Tools
that Deliver Continuous Value
Exchange Zone,
SMARTnet Manager, and iPro

8. The Exchange Zone
Define
Plan
Design
Stage
2
Test
Deploy
Support
 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 Confidentia
Pete Accetturol

9. Exchange Zone Life Cycle Model
Define
Plan
Design
Stage
Test
3
Deploy
Support
Risk & Change
Management
Risk & Change
Management
Risk & Change
Management
Prepare training
materials
Create Test Matrix
Execute Go Live Plan
Inventory & test
hardware
Approve Test Plan
System Monitoring
Provide Day 1
support
Configure hardware
Execute Test Plan
Incident Management
Perform final
project audit
Software
Implementation
Problem Management
Problem Management
Provide final
project deliverables
Account Planning
Identify project
team
Risk & Change
Management
Understand
business
requirements
Conduct internal
kickoff meeting
Conduct client
kickoff meeting
Develop
technology
strategy
Identify project
risks
Conduct design
session workshops
Conduct product
& technology
demo
Develop project
plan & project
timeline
Validate design &
sign off on design
Create high level
design
Procure hardware
Develop
Implementation &
Operations Plans
Ship all hardware &
software
Conduct
Administrator & End
User Training
Configuration
Management
Client review
Change
Management
Develop Training
Plans
Rack & stack
hardware at client
site
Test Acceptance
Execute closing
process
Transition to
ConvergenceCare
Plan
Design
Stage
Test
Deploy
Support
Define
Initiating
Planning
Executing/Monitoring & Controlling
Conduct close out
meeting
Closing
Company Confidential
Pete Accetturo

10. 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 Confidential
Pete Accetturo

11. SMARTnet Automation Tool
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
Company Confidential
Pete Accetturo

12. Customer Experience Automation Tool: iPro
Black Box has developed a .NET web-based tool
to procure, maintain, and track Cisco Asset Inventory and
related maintenance contracts.
Company Confidential
Pete Accetturo

13. Black Box
ConvergenceCare
SM
A Black Box Network Services Solution

14. Black Box ConvergenceCare
SM
Build-your-own solution bundle that includes
Cisco maintenance
+
customized Black Box services
to help you get the most out
of your technology investments.
14
Company Confidential
Pete Accetturo

15. Black Box ConvergenceCare Platinum
SM
 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
+/-
Onsite
Dispatch
+/-
Real-Time
Monitoring
w/Quarterly
Audits
=
ConvergenceCare
Platinum
15
Company Confidential
Pete Accetturo

16. 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.
Time to
Acknowledge
Time to
Callback
Time to
Resolve
0.5
1
4
1
2
8
Medium Priority
24
24
48
Low Priority
48
48
96
SLAs
System Down
High
All times in hours.
16
Company Confidential
Pete Accetturo

17. 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:
•
•
•
SMARTnet
+
Provides additional tools for troubleshooting.
Standard reporting via customer web portal.
Remote connectivity required.
Remote NOC
+/-
Onsite
Dispatch
(Optional)
Quarterly
Audits
+/-
+/-
Real-Time
Monitoring
w/Quarterly Audits
=
Black Box
ConvergenceCareSM
17
Company Confidential
Pete Accetturo

18. For more information contact:
Pete Accetturo
peteace@tampabay.rr.com