© 2008 Cisco Systems, Inc. All rights reserved.Cisco Confidential 1 KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt KTN Preparation for Account

© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 1KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt

KTN Preparation for Account Teamsand Partners

Process Understanding and AlignmentKnow the Network.

Always.

2© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialKTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt

Getting Started

Review Know the Network benefits, processes, roles and capabilities

Discuss timeline for – and commitment to – engagement

Review and schedule next steps


Know the NetworkThe Know the Network (KTN) solution is a set of business capabilities for collection-led, intelligent installed base management. KTN is embedded in many existing Cisco programs or may also be offered as a one-time event.

Network Inventory reports contain uncovered items, Last Date of Support (LDoS) items, contract status and site information. Know the Network enables contract correctness and provides increased revenue opportunities and a strong value proposition to both customer and partner interactions.

Wha

t is

the

Pro

cess

?

ENGAGE: Assess whether an account is a good candidate for a KTN engagement, create a Profile in the KTN Portal, get the customer’s and partner’s commitment to proceed - and get started

COLLECT: Prepare a customer or partner Network Engineer and collect network data

PROCESS: Cisco validates the network data against current Cisco Service Contract details and supplies a detailed actionable report

APPLY: Analyze the report & review with the customer to identify and perform desired Service Contract changes using Moves, Adds, Changes, Deletes (MACD) process

MAINTAIN: Implement a robust repeatable MACD process to ensure ongoing Service Contract integrity, based on the needs of the business

Improves service delivery performance and contract accuracy and correctness

Drives improved asset control for accounting and depreciation

Increases business control for asset ownership, usage and procurement

Establishes collaborative process for co-managing service contract/inventory data and MACD updates

Reduces risk of network outages. Enables confidence in network up-time, network integrity and proactive control of assets

Wha

t are

the

Ben

efits

?


Goals of the KTN Engagement

Conduct a one-time co-managed network discovery and service contract update

Sync the partner / end-customer view and Cisco’s view

Establish a streamlined co-managed process– Ensure ongoing updates and synchronization as the network changes

Know the Network.

Always.

Success targets:

– End-customer’s network view = Cisco’s view

– Effective ongoing co-managed process and owners in place to ensure proper network coverage

– Reduced service contract administration activities


More Benefits of a Know the Network Engagement

• Reduces risk of network outages; contributes to confidence in network up time

• Enables improved service

• Validates / confirms the current Cisco assets in the network

• Creates an ongoingco-managed process to keep the service contracts in sync with changes in the network

• Improves business operations

– Decreases network compliance and security issues

– Drives improved asset management accounting / depreciation

– Increases business control for asset ownership, usage, and procurement

Partner

• Increases customer satisfaction

• Aids Service Delivery Performance

• Increases knowledge and trust of Cisco asset/inventory data, locations and Service Levels

• Reduces risk of network outages and non-entitled events

• Identifies uncovered equipment in network and equipment refresh opportunities

• Establishes a collaborative process for co-managing contract/inventory data and MACD updates

• Improves business operations

– Network compliance and security

– Asset management accounting / depreciation

– Asset ownership, usage, and procurement business controls

• Identifies uncovered equipment in the network and equipment refresh opportunities

• Improves renewal cycle time, and efficiency; increase sales productivity

• Increases customer and partner satisfaction

• Increases Service Delivery Performance and Contract Accuracy

• Improves entitlement verification and speed; reduces service leakage

• Improves depot sparing accuracy

• Establishes a collaborative process for co-managing contract/inventory data and MACD updates

• Eases introduction of new service offerings

Customer PartnerCisco


Co-Managed KTN Engagement

Introduction

Preparation

Customer Kickoff

KTN Training

Train on Network Collection

Install collector

Perform network discover and inventory

Data sent to Cisco

Parse collected data

Validate SN/PID

Produce reports

Send reports

Review report

Confirm data represents the network

Review for changes/updates

Coverage, Service Levels, locations, LDOS, etc.

Create & approve quotes

Manage $0 updates

Establish MACD* process

Close engagement

Implement MACD (Ongoing)

*MACD = Moves, Adds, Changes, and Deletions

1. Engage 2. Collect 3. Process 4. Apply 5. Maintain

Cisco Customer/Partner

Customer/Partner Cisco Customer/PartnerCisco


Roles and Responsibilities

Account Team / Partner

Responsibilities• Train on KTN process • Approach customer about doing a KTN engagement – discuss:

• Customer’s responsibilities in the co-managed process• Engagement timeframe and resources• Ongoing MACD process commitment

• Review and present KTN reports/findings – review with customer and initiate appropriate contract updates

• Establish MACD (Moves, Adds, Changes, Deletes) process with customer• Ongoing service contract management

Account Support Team / Partner

• Train on collection method (e.g., CNAC, Easy Inventory)• Collect network data • Transmit data files to Cisco

Roles

• Commit to ongoing service contract co-management (pre-requisite)

• Confirm network collection report represents their network

• Review and identify appropriate service coverage levels/changes

• Confirm service contract updates completed

• Establish ongoing MACD process for managing network changes

Customer / Partner

Customer / Partner Network Engineer

• Verify report completeness; work with customer – planned service contract changes• Submit, manage and confirm service contract changes • Create, submit and manage service quotes for new coverage • Map locations to hostnames• Upon completion, confirm that CIBER matches the customer’s view


Introduction

AccountTeam /Partner

Preparation

CustomerKick-Off

EngagementPlan

Know the Network Solution – Engage

Audience/ Receiver

Task

Theater Ops Theater Ops/ Account Team

Account Team/ Partner


Introduce KTN• Value• Process• Expectations• Criteria

Timeframe

Prepare Account Team / Partner:• Process• Expectations• Timeline

Account Team

• Prepare Customer Kick- Off presentation

• Perform presentation


Customer Customer

• Develop engagement plan

• Provide feedback to Theater Ops for tracking

1-3 weeks

Task

Owner

CollectEngage Process MaintainApply


Know the Network Solution – Collect

CollectorTraining

InstallCollector

PerformDiscovery and

Inventory

SendEncrypted

Data

Task Owner

Audience/ Receiver

Task

Timeframe

• Download and install Collector

• Download and install SWIFT License

• Configure Collector

• Downloads and review Collector training

• Perform Collector training

• Complete COLT assessment

• Perform Discovery

• Perform Inventory

• Collect hostname to physical address mapping details

• Send encrypted file to Cisco

Customer/Partner NE

Customer/Partner NE

Customer/ Partner NE

Customer/Partner NE

1 week



Know the Network Solution – Process

Task Owner

Audience/ Receiver

Task

Data Analyst

• Decrypt inventory data

• Parse inventory using appropriate tools

Timeframe

• Post ANSR for Account Team/ Partner to access

Generate ANSR:• One external

ANSR* for Partner & Customer use

• One internal ANSR* for Account Team use


Data Analyst Data Analyst

1 week

• Perform SN / PID validation using appropriate tools


* ANSR = Actionable Network Snapshot Report

Parse Data

ValidateSN / PID

ProduceReport

Send Report


Data Analyst


Know the Network Solution – Apply

Confirm data represents the

network

Create & approve quotes

Manage $0 updates

Task Owner

Audience/ Receiver

Task

Customer

• Confirm that the data represents the customer’s network

Timeframe

• Determine and categorize changes

• Submit changes• Request changes• Create quotes


• Make contract changes as appropriate



Customer Service

Customer Service

• Work with customer to establish list of changes/updates

• Determine if site mapping is needed

• Assign and confirm target service coverage

• Consider contract consolidation


3-8 weeks * Target View = proposed view of Service Contracts


Customer

Partner / Account Team

• Download and review ANSR report

• Compare to other sources as appropriate

• Discuss with customer

Customer

Review Report

Review for changes/ updates


Know the Network Solution – Maintain

Parse Data

ValidateSN / PID

ProduceReport

EstablishMACD*

CloseEngagement

ImplementMACD*

Task Owner

Audience/ Receiver

Task



• Establish MACD* process with Customer

• Agree on frequency of MACD* updates

Timeframe

ONGOING• Collect MACD*

changes• Apply MACD*

updates

• Book order • Close

engagement

Theater Ops/ Cisco

Customer


Overlaps with Apply Phase * MACD = Moves, Adds, Changes and Deletes

CollectEngage Process MaintainApplyCollectEngage Process MaintainApply


KTN Deliverable – A Network Collection Report

Provides a detailed view of validated, actionable information, including: current Service Coverage, Uncovered Equipment and Last Date of Support (LDoS) equipment

Based on equipment information taken directly from the network collection

Assists the Account Team in managing and executing the changes

Actionable Network Snapshot Report (ANSR) – Account Team and Partner / Customer Versions


Next Steps

Ask questions – get familiar with current Know the Network process and available materials

Commit to KTN Co-management for the account

Meet with Partner / Customer for kick-off meeting

– Explain the program

– Obtain Partner’s/Customer’s commitment to co-manage

– Develop engagement plan

– Get started

Documents

© 2008 Cisco Systems, Inc. All rights reserved.Cisco Confidential 1 KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt KTN Preparation for Account