Presentation_ID 1© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Networking AcademyMaintenance

US/Canada TheaterPilot Overview

Nov 2007 - Updated

Presentation_ID 2© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Topics

Describe New Service

Implementation Process

Project Timeline

Presentation_ID 3© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Service Offerings for Networking Academies

Two Service Offerings:

1. Purchase SMARTnet (or equivalent) with discounts – Currently in place, no changes

2. Service offering to address long standing customer satisfaction issues – Networking Academy Maintenance

Two Service Offerings:

1. Purchase SMARTnet (or equivalent) with discounts – Currently in place, no changes

2. Service offering to address long standing customer satisfaction issues – Networking Academy Maintenance

Presentation_ID 4© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Networking Academy Maintenance Pilot

Networking Academy Maintenance is a new service contract created to strategically address a key customer-satisfaction issue related to maintenance costs.

Networking Academy Maintenance Pilot:

• Create necessary business processes to support the contract• Run a pilot test in US/CAN from August 2007 – August 2008• Allow any US/CAN Academy to participate• Gain feedback: verify that the contract meets objectives • Collect statistics: verify manpower and resource impacts• Stretch goal: measure long-term viability and scale across theaters

Presentation_ID 5© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Why Provide New Maintenance?

Past surveys indicate hardware & maintenance costs are a “top three” reason why academies don’t expand or sustain their programs.

Responses indicate what instructors need most from SMARTnet services is to access Cisco IOS Software.

Address customer satisfaction by developing a strategy to provide three key services under a new Networking Academy Maintenance contract.

Impact academies’ ability to sustain their programs by providing cost-effective access to Cisco IOS Images.

Long-term positive impact on student opportunities and success.

Customer Satisfaction:

Presentation_ID 6© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Networking Academy Maintenance

N/AHardware Replacement

TAC Support

CCO Access and Documents

Cisco IOS Images

CON-NACServices

Cisco Learning Institute (nonprofit partner)

•Provides centralized contract management

•Administers instructor CCO access

•Support Desk provides level-1 technical support

•Support Desk arbitrates TAC Cases

•Provides approved software

•Reports & monitors usage to validate appropriate access

Note: During the initial pilot, Cisco will donate the cost of this service to all participating academies.

Presentation_ID 7© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Maintenance Sign-up Process Overview

Steps:

1. Academy LMC opens a ticket with the Support Desk requesting access to Networking Academy Maintenance.

2. LMC provides Academy name and address, plus instructors’ names, e-mail addresses, academy IDs, and CCO account IDs.

3. Support Desk verifies info submitted.

4. Support Desk sends docs describing the rules of engagement

5. LMC acknowledges reception of document by responding in the ticket notes.

6. Support Desk adds Instructors to the new Networking Academy Maintenance Contract.

7. Support Desk closes the ticket.

CLISupport Desk

LMC

Academy 1

Instr

Instr

LMC

Academy 2

Instr

Instr

LMC

Academy 3

Instr

Instr

Note: During the sign-up process, the Support Desk will requestan inventory of equipment. We’ll use this information to make informed decisions about future product updates.

Presentation_ID 8© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Entitlement (Capabilities) Overview How this service is delivered through Cisco Learning Institute

Support Desk Fronts

TAC

Instructor Direct Access toIOS & CCO

Entitlements:Instructors have privileged access to CCO. They go directly to www.cisco.com

Instructors have privileged access to Cisco IOS Images. They go directly to: Software Download on CCO.

If instructors encounter problems with Cisco software or hardware, they can open a ticket with the Support Desk.

The Support Desk provides level-1 technical support & can open a case with TAC for additional assistance.

CLISupport Desk

LMC

Academy 1

Instr

Instr

LMC

Academy 2

Instr

Instr

LMC

Academy 3

Instr

Instr

Presentation_ID 9© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Monitoring and Back-End Auditing Verify conformance and maintain integrity

Process:Customer Advocacy’s Business Controls continuously runs a back-end auditing process against this contract.

Instructors reference: Networking Academy Maintenance Image & Hardware Support If the product is listed in the document then Networking Academy instructors can download

If an instructor downloads non-approved software, CA auditing will notify Networking Academy that the violation has occurred

Support Desk process is being developed to maintain database of active instructors. Use annual audit reports, poll LMCs, sync with annual Academy Connection update.

Support Desk Fronts

TAC

Instructor Direct Access toIOS & CCO

CLISupport Desk

LMC

Academy 1

Instr

Instr

LMC

Academy 2

Instr

Instr

LMC

Academy 3

Instr

Instr

Presentation_ID 10© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Technical Support Scenario How Networking Academy Maintenance support is delivered

CLISupport Desk

Cisco Systems

TAC

Instructor opens a ticket with the Support Desk and poses a technical question

Support Desk routes the technical question to level-one support

Technical team either resolves the technical issue, or opens a case for additional support with Cisco TAC

Technical team completes the process by documenting the solution in the ticket and routing it back to the Support Desk administrator

Support Desk records the Q&A in the answer database for future reference

Support Desk routes response back to the instructor and (with approval) closes the ticket

Instructor

Answer Database

Presentation_ID 11© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Proof of Concepts & Phase 1 Pilot:US/Canada Timeline

6-18-07

US/CanadaProof-of-Concept#2 Ends

US/CanadaPilot AnnouncedAustin, TXAcademy Conference

US/CanadaProof-of-Concept

#2 Begins

Validate Model:Extendable, Scalable, Sustainable

US/Canada Pilot Begins

US/Canadalast day toparticipate

5-16-07

6-14-07 8-30-0812-30-07

US/CanadaProof-of-Concept#1 Ends

6-15-07

6-30-07

Cost & ViabilityStudy Conducted

12-30-07

8-01-07

TBD

Phase 1 Pilot Completes

Announce Theater Phased Roll-outs

TBD

US/Canada Proof-of-Concept

#1 Begins

Extended to:2-29-08

Presentation_ID 12© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Q and A

Presentation_ID 13© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Presentation_ID 14© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential