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Partner Support Service Overview. Raviv Moore / John Goble. Cisco. June 4 th , 2013. Transforming Your Business: The Impact of Smart Services. Partner Support Service: Service Overview. Working Together Smarter: Getting Started with PSS. Agenda. Transforming Your Business:

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Presentation Transcript
slide1

Partner Support ServiceOverview

Raviv Moore / John Goble

Cisco

June 4th, 2013

slide2

Transforming Your Business:The Impact of Smart Services

Partner Support Service:Service Overview

Working Together Smarter:Getting Started with PSS

Agenda

slide3

Transforming Your Business:

The Impact Of Smart Services

what makes a cisco service smart
What Makes a Cisco Service “Smart”?

…Which Is Analyzedand Compared With

…Which Collect

…to Provide

Services with…

Cisco Installed Base & DiagnosticData

Actionable Insight

Cisco’s Deep Knowledge Base

Automated

Software-Enabled

Capabilities

+

+

CISCO DEEP KNOWLEDGE BASE

6 million annual customer interactions

25 years of networking innovation & leadership

50 million installed devices

90,000+ technical documents

smart capabilities delivered directly and through partners
Smart Capabilities delivered directly and through Partners

Cisco

Partner

Customer

Cisco Smart Services Platform

Cisco CollaborativeServices

Partner’sServices

Intellectual Capital

Data Analysis

Delivered by Partner

Actionable Insight

Delivered by Cisco

Cisco Branded Services

smart capabilities delivered directly and through partners1
Smart Capabilities delivered directly and through Partners

Cisco

Partner

Customer

Cisco Smart Services Platform

Partner Support Service

Partner’sServices

Intellectual Capital

Data Analysis

Delivered by Partner

Actionable Insight

Delivered by Cisco

Smart NetTotal Care

your business goals
Your Business Goals

Drive Incremental Services Revenue by…

  • Assuring customers’ critical devices have support coverage
  • Rolling out services to new customers and markets
  • Bringing services to market more quickly

Improve Operational Support Margins by…

  • Simplifying contract management
  • Automating business process workflows with Cisco
  • Deepening business process integration

Increase Customer Loyalty by…

  • Increasing stickiness through unique and continuous value
  • Ensuring business continuity by proactively preventing issues
  • Providing expertise and services across all phases of plan, build and run
slide9

Partner Support Service

Develop and deploy services based on both foundational & smart capabilities

Smart Capabilities

Combining visibility to end customer devices and networks with Cisco intellectual capital

Foundational Capabilities

Alert Reporting

IB Management

Device Diagnostics

Smart Interactions

- Smart Bonding

- Smart Portal

- Smart APIs

- PSS Support

Community

Software Updates

Advance Hardware Replacement

Online Technical Resources

Partner Access to Cisco TAC

Drive Incremental Services Revenue

Improve Operational Support Margins

Increase Customer Loyalty

overview
Overview

Foundational Technical Services

Rapid problem resolution, 24-hour business continuity, and improve operational efficiency

Alert Reporting

IB Management

Device Diagnostics

Smart Interactions

- Smart Bonding

- Smart Portal

- Smart APIs

  • Direct, 24x7 access to Cisco TAC
  • Extensive Cisco online self-help
  • Rapid fulfillment of hardware replacement
  • Anytime access to eligible SW updates
  • Options for onsite field engineer to install replacement parts

Software Updates

Advance Hardware Replacement

Online Technical Resources

Partner Access to Cisco TAC

partner support service delivery flow
Partner Support Service Delivery Flow

Customer

Partner

Delivery Systems

Web Services

Network Operations

Business Systems

Knowledge Bases

Back-end Systems

Business Systems

PSS Capabilities

Partner’s Services

Call Home Messages / Alerts

Network Information (Inventory, HW/SW, Configs)

Analytics

benefits to you

Installed Base Management

Benefits to you

Effective management of entitlements, contracts, inventory, and RMAs

Alert Reporting

IB Management

Device Diagnostics

Smart Interactions

- Smart Bonding

- Smart Portal

- Smart APIs

  • Opens up new revenue opportunities
  • Reduces cost of (renewal) sales
  • Simplifies business operations
  • Increases operational efficiency

Software Updates

Advance Hardware Replacement

Online Technical Resources

Partner Access to Cisco TAC

capabilities

Installed Base Management

Capabilities
  • Improved Visibility to Customer’s Cisco Installed Base
  • Ongoing collection of primary Cisco®device information from your customer networks
  • Correlation and validation against Cisco intellectual capital
  • Detailed Inventory Reports and Analysis
  • Visibility that critical Cisco products are covered with proper service contracts
  • Summary reports
  • Delta reports for moves/adds/changes
coverage opportunity in a customer network

Installed Base Management

Coverage Opportunity in a Customer Network
  • 37 out of 102 chassis are not covered by a support contract
  • 10 chassis are overdue

UN-COVERED

benefits to you1

Alert Reporting

Benefits to you

Proactively identifies affected devices, thereby improving risk management and maintaining network health

Alert Reporting

IB Management

Device Diagnostics

Smart Interactions

- Smart Bonding

- Smart Portal

- Smart APIs

  • Filters on customer’s installed base
  • Improves customer risk mgmt
  • Faster problem resolution
  • Increases customer loyalty

Software Updates

Advance Hardware Replacement

Online Technical Resources

Partner Access to Cisco TAC

capabilities1

Alert Reporting

Capabilities
  • Alerts and Notifications Are Correlated Against Customer’s Cisco Installed Base
  • Product Security Incident Response Team (PSIRT)
  • Software and hardware alerts
  • Field notice alerts
  • Alerts Are Posted and Saved in the Portal
  • You see only those alerts that apply to their customer’s Cisco assets
  • You determine what action needs to be taken and schedule the activity
slide19

12% of the installed based is due for refresh!

Alert Reporting

13 devices past EoLDoS

7 devices this year

5 devices in 2014

benefits to you2

Device Diagnostics

Benefits to you

Accelerates early diagnosis and remediation of issues through proactive, rules-based problem resolution

Alert Reporting

IB Management

Device Diagnostics

Smart Interactions

- Smart Bonding

- Smart Portal

- Smart APIs

  • Improves service delivery
  • Lowers support costs
  • Higher rebates due to service request performance metrics

Software Updates

Advance Hardware Replacement

Online Technical Resources

Partner Access to Cisco TAC

capabilities2

Device Diagnostics

Capabilities
  • Enabled Devices Deliver 24x7 Proactive Diagnostics and Alerts
  • Deliver Alerts and Remediation Advice to Partners
  • Correlated with Cisco Intellectual capital
  • Embedded on a broad range of Cisco hardware
  • Proactive, rules-based problem resolution
  • Available via the Partner Support Service Portal
benefits to you3

Smart Interactions

Benefits to you

Differentiated support, faster access to entitled services, and integrated technical support experience

Alert Reporting

IB Management

Device Diagnostics

Smart Interactions

- Smart Bonding

- Smart Portal

- Smart APIs

  • Improves productivity and operational efficiency
  • Promotes customer satisfaction through faster remediation
  • Increases customer loyalty

Software Updates

Advance Hardware Replacement

Online Technical Resources

Partner Access to Cisco TAC

slide24

Smart Interactions

Smart Portal

APIs

Smart Bonding

Smart Communities

  • Programmatic access to installed base management and alert data
  • Seamless integration into your existing systems and processes
  • Partner access to Cisco subject matter experts
  • Enables you to connect to interactive tools, discussion forums, feedback links and other support resources
  • Connect your case management system to Cisco’s TAC
  • Systematically escalate case details to Cisco directly from your system
  • Enable Cisco TAC Engineers to start working cases from the outset of escalation
  • Partner access to inventory reporting and analysis on network devices
  • Provides information on contracts, expiring coverage, product alerts, and network summary reports
smart bonding

Smart Interactions

Smart Bonding
  • “Swivel-chair” support
  • Case escalation via phoneor web portal
  • Case notes updates transitioned to Cisco
  • Overlapping cases

Partner

Cisco

Before

Incident&Problem

Management

CRM: C3

Partner Support Process

Cisco Support Process

smart bonding1

Smart Interactions

Smart Bonding

Partner

Cisco

After

Internet

e2Open

B2B Gateway

B2B Gateway

Incident&Problem

Management

CRM: C3

Partner Support Process

Cisco Support Process

smart portal

Smart Interactions

Smart Portal

A common web platform that delivers a consistent and unified partner experience for all Cisco Smart Services.

  • User Registration
  • Smart Collections
  • Installed Base Management and Alert reporting tools
  • Device Diagnostics Portal link
smart communities

Smart Interactions

Smart Communities

Access to Cisco subject matter experts, enabling you to connect to interactive tools, discussion forums, feedback links and other support resources.

  • Private messages with Cisco subject matter experts
  • Documentation & Training
  • Announcements
slide29

Smart Interactions

APIs

Cisco Data Center

PSSPortal

Partner Systems

API

Interface

100101110010100111010110011011011100100110100110

Partner NOC

slide30

Smart Interactions

Partner Operations

Cisco

Customer Network

APIs

Collector

Contract or Network

Administration

Data Analysis

Engine

Web Portal

Access

100101110010100111010110011101100100101011110011010110011101101010111011001010110011101

API

Interface

1001011100101001110101100111011001001010111100110101100111

SECURE

  • APIs exposed via third party Interface
  • Partners need to register to use APIs
  • SOAP based APIs.
  • Included APIs
  • Inventory – Physical, Chassis & Module
  • Contract information
  • EOX (HW, SW), Field Notice information
  • PSIRTAlerts

Contract & Shipment

Databases

Inventory Data

& IB Reports

slide31

Partner Support Service

Develop and deploy services based on both foundational & smart capabilities

Smart Capabilities

Combining visibility to end customer devices and networks with Cisco intellectual capital

Foundational Capabilities

Alert Reporting

IB Management

Device Diagnostics

Smart Interactions

- Smart Bonding

- Smart Portal

- Smart APIs

- PSS Support

Community

Software Updates

Advance Hardware Replacement

Online Technical Resources

Partner Access to Cisco TAC

Drive Incremental Services Revenue

Improve Operational Support Margins

Increase Customer Loyalty

slide32

Working Together Smarter:

Getting Started with PSS

adopting pss
Adopting PSS

Run

Sprint

Crawl

Walk

III

IV

I

II

12 Customers

Scale

Initial Pilot

2-10 Customers

adoption tracks
Adoption Tracks

Ops./delivery “Track”: Foundation service delivery, maximize rebates

Smart “Track”:Deploy, Operate, Business Impact, benefits

GTM/Offer Development “Track”: Marketing, Sales, etc.