Cisco Technical Services Advantage Solution Overview Cisco ... · PDF fileTS Advantage is the only outcome-based technical service in the marketplace that is: ... Cisco Technical Services

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Cisco® Technical Services Advantage goes beyond “just fix it” to help you achieve specific operational outcomes, so you can keep business processes running, accommodate disruptive technologies, and hold the line on costs.

Cisco Technical Services Advantage

© 2018 Cisco and/or its affiliates. All rights reserved.

Cisco Technical Services AdvantageSolution OverviewCisco Public


OverviewYour network is the backbone that supports your organization. Yet, faced with disruptive emerging technologies, cost pressures, and unprecedented demand for scalability, how do you maintain a high level of business continuity? More importantly, how can you unlock the network’s full potential? Today, your IT team needs more than “just fix it” support and tactical maintenance. You need support that helps you achieve specific operational outcomes.

Cisco Technical Services (TS) Advantage optimizes the management of your network to increase operational efficiency and minimize business disruption. This personalized, premium service offers a wide range of benefits that collectively focus on a single objective: achieving your desired operational outcomes.

Cisco is leading the movement away from the traditional “just fix it” model toward customer-focused support that can ensure business continuity and drive operational efficiency.

TS Advantage is the only outcome-based technical service in the marketplace that is:

• Comprehensive

• Flexible

• Delivered by a team of highly experienced Cisco technical experts who get to know your network intimately

This innovative support model promotes alignment between your network and operational goals. It helps you reduce the burden on your IT organization, manage growth more effectively, and keep your organization running smoothly and efficiently.

Cisco TS Advantage TiersCisco Technical Services Advantage solves your organization’s most critical network issues with a suite of support offerings that are available in four tiers: Bronze, Silver, Gold, and Platinum (Figure 1). All tiers are built on a foundation of Cisco Smart Net Total Care™, SP Base, and Cisco Software Support (SWSS).

Benefits• Achieve specific operational outcomes• Maintain a premium level of service to help you meet

growing customer demands• Pre-empt preventable incidents and reduce the effects of

unavoidable ones• Protect the integrity of existing services while modifying,

building, and deploying new ones• Support your business’s customer-facing operations and

business agility• Reduce capital expenditures and overhead costs



Bronze: Operational SupportThe Bronze tier focuses on increasing operational efficiency by:

• Increasing staff productivity through incident management, service monitoring and reports, and knowledge management

• Enhancing IT asset utilization through asset management

Silver: Network-Level Technical SupportThe Silver tier builds on the operational efficiency benefits offered in the Bronze tier and helps you to minimize business disruption. The Silver package helps keep systems operating at maximum possible uptime by reducing time to restoration through incident management and problem resolution.

Gold: Deep Technology FocusThe Gold package places greater emphasis on reducing costly business disruptions. In addition to providing incident management and problem resolution, this package reduces downtime to help ensure business continuity through:

• Maintenance window support

• Standard Service Level Agreements (SLAs)

Platinum: IT AgilityThe Platinum package adds features that enhance IT agility. A dedicated team of platinum experts works with you to deliver customized services for your unique needs.

Partnering with You for Operational SuccessTechnical Services Advantage packages are delivered in a dynamic and continuous cycle of improvement focusing on six key areas to help you achieve and maintain specific operational outcomes (Figure 2). Each part of the cycle builds upon the others in support of the ultimate goal - customer self-reliance.


Figure 1. Four Tiers of Technical Services Advantage

MinimizeBusinessDisruption

OperationalSupport

Smart Net Total Care™ Service, SP Base, or SWSS

IncreaseOperationalEfficiency

· Increase staff productivity

· Enhance IT asset utilization





· Reduce unplanned downtime

· Reduce planned downtime

· Reduce time to restoration

· Enhance IT Agility

· Reduce unplanned downtime

· Reduce planned downtime

· Reduce time to restoration



· Reduce time to restorationBronze

TechnicalSupportSilver

IT AgilitySupportPlatinum

DeepTechnologySupport

Gold



Figure 2. Dynamic and Continuous Cycle of Improvement

Know the Customer’sEnvironment and Objectives

CustomerSelf Reliance

OperationalSupport

AnalyticsBest Practices

InsightfulRecommendations

Focused onOperationalOutcomes

Stage 1: Knowing Your Environment and ObjectivesOur team of best-in-class experts starts by building and expanding our relationship with you - gaining in-depth knowledge of your operational environment and objectives.

Stage 2: Operational SupportNext, we coordinate support organizations and escalation processes, restore operations as quickly as possible, and minimize adverse impact of incidents on business operations.

Stage 3: AnalyticsWe conduct trending and gap analyses of your incidents, processes, and training needs. We then give you enhanced reports that help you make the right business decisions.

Stage 4: Insightful RecommendationsWe then make insightful recommendations based upon the analysis and trends, so you can resolve issues quickly and efficiently.

Stage 5: Best PracticesAs the cycle continues, we assist in the implementation of best practices, processes, and operations that will help prevent future incidents.

Stage 6: Self-relianceThroughout the entire cycle, our goal is to share all of our knowledge, experience, and proven methodologies with you to help you achieve self-reliance.

Use Cases

Bronze • Determining when devices or families of devices have been incorrectly configured

• Identifying where IT staff needs further training

Silver • Diagnosing root causes of problems

• Implementing recommendations and updating the processes and configurations to help prevent future issues

Gold • Unlimited Maintenance Window support

• Ensuring SLAs are met for user groups

Platinum • Planning scheduled network activities such as maintenance

• Minimizing service outages across the network during maintenance activities

Why Cisco?We are invested in your success. Cisco is the most experienced networking vendor, with over 28 years of thought leadership, 50 million worldwide installations, and more than 6 million annual customer interactions. Nobody knows networks like Cisco and nobody knows your network like the TS Advantage team of experts. As a Cisco TS Advantage customer, you benefit from Cisco’s combined innovation leadership, deep technology expertise, best practices, and proven methodologies. Powerful analytics capabilities built into TS Advantage enable best-in-class experts to deliver our comprehensive solution in a dynamic and continuous improvement cycle that is designed to help increase operational efficiency and minimize business disruption.

Next StepsFor more information about Cisco Technical Services Advantage, visit http://www.cisco.com/go/tsadvantage.

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: https://www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R) C22-733803-02 02/18


http://www.cisco.com/go/tsadvantage

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Cisco Technical Services Advantage Solution Overview Cisco ... · PDF fileTS Advantage is the only outcome-based technical service in the marketplace that is: ... Cisco Technical Services