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Partner Support Service Overview

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  1. Partner Support ServiceOverview John Goble / Steve Neubauer Cisco July 2, 2013

  2. Transforming Your Business:The Impact of Smart Services Partner Support Service:Service Overview Working Together Smarter:Getting Started with PSS Agenda

  3. Transforming Your Business: The Impact Of Smart Services

  4. 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 + +

  5. 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

  6. 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

  7. 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 Cisco Branded Services

  8. Partner Support Service: Service Overview

  9. 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

  10. 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

  11. 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

  12. 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

  13. 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

  14. 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

  15. 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

  16. 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

  17. 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

  18. 12% of the installed based is due for refresh! Alert Reporting 13 devices past EoLDoS 7 devices this year 5 devices in 2014

  19. 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

  20. 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

  21. Device Diagnostics Sample Remediation Advice

  22. 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

  23. 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

  24. 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

  25. Smart Interactions Smart Bonding Partner Cisco After Internet e2Open B2B Gateway B2B Gateway Incident&Problem Management CRM: C3 Partner Support Process Cisco Support Process

  26. 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

  27. 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

  28. Smart Interactions APIs Cisco Data Center PSSPortal Partner NOC

  29. Smart Interactions APIs Cisco Data Center PSSPortal Partner Systems API Interface 100101110010100111010110011011011100100110100110 Partner NOC

  30. 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

  31. 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

  32. Working Together Smarter: Getting Started with PSS

  33. Adopting PSS Run Sprint Walk Crawl 12 customers Initial Pilot 2-10 customers Scale

  34. Adoption Tracks Ops & Delivery track: Foundation service delivery, maximize rebates Smart Adoption track: Deploy, Operate, Business Impact, benefits Go-to-market & Scale track: Marketing, Sales, Legal, Finance

  35. THANK YOU