© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 John Goble / Steve Neubauer Cisco July 2, 2013

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1

Partner Support ServiceOverview

John Goble / Steve NeubauerCisco

July 2, 2013

Cisco Confidential 2© 2011 Cisco and/or its affiliates. All rights reserved.

Agenda

Transforming Your Business:The Impact of Smart Services

Partner Support Service:Service Overview

Working Together Smarter:Getting Started with PSS


Transforming Your Business:

The Impact Of Smart Services


What Makes a Cisco Service “Smart”?

…Which Collect

Cisco Installed Base & DiagnosticData

Services with…

Automated Software-EnabledCapabilities

Cisco’s Deep Knowledge Base

…Which Is Analyzedand Compared With

++

…to Provide

Actionable Insight


What Makes a Cisco Service “Smart”?

…Which Collect

Cisco Installed Base & DiagnosticData

Services with…

Automated Software-EnabledCapabilities

Cisco’s Deep Knowledge Base

…Which Is Analyzedand Compared With

++

…to Provide

Actionable Insight

CISCO DEEP KNOWLEDGE BASE

25 years of networking innovation & leadership

50 million installed devices

6 million annual customer interactions

90,000+ technical documents


Smart Capabilities delivered directly and through Partners

Cisco Smart Services Platform Cisco

CollaborativeServices

Cisco Branded Services

Cisco Partner Customer

Partner’sServices

Delivered by Cisco

Delivered by Partner

Intellectual Capital

Actionable Insight

Data Analysis


Smart Capabilities delivered directly and through Partners

Cisco Smart Services Platform

Cisco Branded Services

Cisco Partner Customer

Partner’sServices

Delivered by Cisco

Delivered by Partner

Intellectual Capital

Actionable Insight

Data Analysis

Partner Support Service


Partner Support Service:

Service Overview


Your Business Goals

Increase Customer Loyalty by…

Drive Incremental Services Revenue by…

Improve Operational Support Margins by…

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

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

• 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



Drive Incremental Services Revenue

Increase Customer Loyalty

Improve Operational Support Margins

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

Smart Capabilities

Software Updates Advance Hardware Replacement

IB Management Alert Reporting Device Diagnostics

Online Technical Resources Partner Access to Cisco TAC

Smart Interactions

- Smart Bonding - Smart Portal - Smart APIs - PSS Support Community

Foundational Capabilities

Develop and deploy services based on both foundational & smart capabilities


Overview

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

• 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




Smart Interactions

- Smart Bonding - Smart Portal - Smart APIs

Foundational Technical Services


CustomerPartner

Call Home Messages / Alerts

Knowledge Bases

Back-end Systems

Business Systems

Analytics

Delivery Systems

Web Services

Network Operations

Business Systems

Network Information (Inventory, HW/SW, Configs)

Partner’s Services

Partner Support Service Delivery Flow

PSS Capabilities

http://www.true-north-agency.com/cisco/vse/demo/index.html

http://www.true-north-agency.com/cisco/vse/demo/index.html


Benefits to you

• Opens up new revenue opportunities

• Reduces cost of (renewal) sales

• Simplifies business operations

• Increases operational efficiency




Smart Interactions


Effective management of entitlements, contracts, inventory, and RMAs

Installed Base Management


Capabilities

Detailed Inventory Reports and Analysis

• Visibility that critical Cisco products are covered with proper service contracts

• Summary reports

• Delta reports for moves/adds/changes

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



Coverage Opportunity in a Customer Network

• 37 out of 102 chassis are not covered by a support contract

• 10 chassis are overdue

ACTIVE OVERDUE0

10

20

30

40

50

60

Chassis Coverage

Total

UN-COVERED



Benefits to you

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

• Filters on customer’s installed base

• Improves customer risk mgmt

• Faster problem resolution

• Increases customer loyalty




Smart Interactions


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

• 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

Alerts Are Posted and Saved in the Portal

Alert Reporting


13 devices past EoLDoS

Row Labels Count of Product Family2007-Mar-01 32011-Dec-31 62012-Jun-28 22012-Nov-30 22013-Oct-31 12013-Dec-31 62014-Mar-15 12014-Nov-27 12014-Dec-27 32015-Jul-31 72016-Oct-31 272016-Nov-30 32016-Dec-31 22017-Jul-31 82017-Sep-30 12017-Oct-31 62018-Jan-31 112018-Mar-31 76Grand Total 166

7 devices this year

5 devices in 2014

12% of the installed based is due for refresh!12% of the installed based is due for refresh!

Alert Reporting


Benefits to you

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

• Improves service delivery

• Lowers support costs

• Higher rebates due to service

request performance metrics




Smart Interactions


Device Diagnostics


Capabilities

• Embedded on a broad range of Cisco hardware

Enabled Devices Deliver 24x7 Proactive

Diagnostics and Alerts

Correlated with Cisco Intellectual capital

• Proactive, rules-based problem resolution

Deliver Alerts and Remediation Advice

to Partners

• Available via the Partner Support Service Portal

Device Diagnostics


Sample Remediation Advice

Device Diagnostics


Benefits to you

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

operational efficiency

• Promotes customer satisfaction through faster remediation

• Increases customer loyalty




Smart Interactions


Smart Interactions


Smart Portal

• Partner access to inventory reporting and analysis on network devices

• Provides information on contracts, expiring coverage, product alerts, and network summary reports

Smart Bonding

• 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

APIs

• Programmatic access to installed base management and alert data

• Seamless integration into your existing systems and processes

Smart Communities

• Partner access to Cisco subject matter experts

• Enables you to connect to interactive tools, discussion forums, feedback links and other support resources

Smart Interactions


Smart BondingPartner Cisco

Partner Support Process Cisco Support Process

Incident&ProblemManagement

CRM: C3

Before• “Swivel-chair” support

• Case escalation via phoneor web portal

• Case notes updates transitioned to Cisco

• Overlapping cases

Smart Interactions


Smart Bonding

After

Partner Cisco

Partner Support Process Cisco Support Process

B2B Gateway e2OpenB2B Gateway

Internet

Incident&ProblemManagement

CRM: C3

Smart Interactions


Smart Portal

A common web platform that

delivers a consistent and unified

partner experience for all Cisco

Smart Services.

Smart Interactions

• User Registration

• Smart Collections

• Installed Base Management and Alert reporting tools

• Device Diagnostics Portal link


Smart Communities

Access to Cisco subject matter

experts, enabling you to connect

to interactive tools, discussion

forums, feedback links and other

support resources.

Smart Interactions

• Private messages with Cisco subject matter experts

• Documentation & Training

• Announcements


Partner NOC

Cisco Data CenterPSSPortal

APIs

Smart Interactions


Partner NOC

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APIInterface

Partner Systems

Cisco Data CenterPSSPortal

APIs

Smart Interactions


APIs

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100101110010100111010110011101100100101011110011010110011101101010111011001010110011

101

Customer Network Cisco Partner Operations

CollectorSECURE

Data AnalysisEngine

Contract or NetworkAdministration

APIInterface

Web PortalAccess

Inventory Data& IB Reports

Contract & ShipmentDatabases

Included APIs

• Inventory – Physical, Chassis & Module

• Contract information

• EOX (HW, SW), Field Notice information

• PSIRT Alerts

• APIs exposed via third party Interface

• Partners need to register to use APIs

• SOAP based APIs.

Smart Interactions



Drive Incremental Services Revenue

Increase Customer Loyalty

Improve Operational Support Margins

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

Smart Capabilities




Smart Interactions

- Smart Bonding - Smart Portal - Smart APIs - PSS Support Community

Foundational Capabilities

Develop and deploy services based on both foundational & smart capabilities


Working Together Smarter:

Getting Started with PSS


Adopting PSS

Crawl Walk Run Sprint

Initial Pilot 2-10 customers 12 customers Scale


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


THANK YOU

Documents

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 John Goble / Steve Neubauer Cisco July 2, 2013