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Smart Net Total Care. The Power of SNTC to the Cisco Partner Scott Schell – Smart Service Business Development Manager. Smart Net Total Care Partner Value. Smart Net Total Care What If…. ….with each customer you could reveal their uncovered Cisco products? Grow SMARTnet revenue - PowerPoint PPT Presentation
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Cisco Confidential 1© 2011 Cisco and/or its affiliates. All rights reserved.
Smart Net Total Care
The Power of SNTC to the Cisco Partner
Scott Schell – Smart Service Business Development Manager
Cisco Confidential© 2010 Cisco and/or its affiliates. All rights reserved. 2
Smart Net Total CarePartner Value
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – FOR INTERNAL USE ONLY 3
….with each customer you could reveal their uncovered Cisco products?
Grow SMARTnet revenue
….you gave each customer an accurate view of their end-of-support Cisco products?
Sell new Cisco products
….you gave the customer on-going up-to-date installed base and contract information?
Faster and more efficient SMARTnet renewals
….you could inform your customer about a published Cisco alert that would preempt network disruption?
PRICELESS!
Smart Net Total CareWhat If….
Cisco Confidential© 2010 Cisco and/or its affiliates. All rights reserved. 4
Smart Net Total CareCustomer Value
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – FOR INTERNAL USE ONLY 5
So many products and
contracts – it’s hard to manage
them all
With so many alerts - it’s hard to find the ones that apply to me
Entitlement issues take too long to resolve
Life cycle planning data is too hard to find
and use
Are my Cisco products covered
with the right contracts?
Smart Net Total Care Installed Base Management – What’s the Problem?
Tracking serial numbers and
contracts manually is
costly and error prone
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – FOR INTERNAL USE ONLY 6
Detailed inventory reports and analysis via intuitive web portal!
Validate your Cisco installed
base
Identify products without service
coverage, with support about to expire, or past
LDoS
Smart Net Total Care Installed Base and Contract Management
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – FOR INTERNAL USE ONLY 7
Deleted devices
86 devices added
See changes between July 1
and November 1
Know what changed in your network!
Card Added
Easily drill down to see details of added device
Smart Net Total Care Installed Base and Contract Management
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – FOR INTERNAL USE ONLY 8
Alerts are correlated against your Cisco installed base!
A complete view of product alerts
specific to installed base
• Product Security Incident Response Team (PSIRT)
• Software alerts
• Hardware alerts
• Field notice alerts
Smart Net Total Care Proactive Alert Management
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – FOR INTERNAL USE ONLY 9
Alerts are correlated against your Cisco installed base!
Shows all devices affected by specific alert
Easily drill down to find all details
of an alert
Smart Net Total Care Proactive Alert Management
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – FOR INTERNAL USE ONLY 10
Transport to Cisco Data Center: - AES 128-bit data encryption, and HTTPS or
SSL connection- Sensitive credentials removed before transport
Smart Net Total Care: End-to-End Security
Collector on Customer Network: - Hardened- No root access- Password policy enforcement
Cisco Data Center: - Only accepts connections from registered
systems - Secure Cisco IT lock-and-key facility
Smart Net Total Care Portal: - Cisco.com credentials - User can see only their data
1001011111110011011001110101111111110100101111111001101
1001011110111011011111001101100111001010100011011111111101001011110111011011111001101
SECURE
Secure Transport
Cisco Collector
Customer Network
CiscoData Center
Cisco Smart Net Total Care Portal
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – FOR INTERNAL USE ONLY 11
Smart Net Total Care identifies the customers Cisco inventory and securely communicates this to Cisco’s data center, where it is analyzed against Cisco manufacturing, security, shipping, and contract data. Resulting in a comprehensive view of their
installed base, service contracts, and product alerts.
Smart Net Total CareCustomer Needs SNTC Value
Accurate view of IB and Contracts
Actionable Reports
Contract Consolidation
Entitlement Confidence
Contract Renewal Ease
Timely RMA Assurance
Device Life Cycle Data
Device Specific Alert Notification
• “I want to identify my serial numbers and map to contracts.”
• “Doing this manually is costing me time and money.”
• “I want my records to be accurate and up to date.”
• “I want to simplify my service renewal process.”
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – FOR INTERNAL USE ONLY 12
Top 10 International Bank
• What are the gaps and overlaps in service coverage?
• Are any network devices near or at EOL?
Customer Challenge
Impact on Customer• Identified 20% of network
devices were at or near retirement
• Determined more than 2/3 of chassis were uncovered by service contract
• Gained tighter control of its cost structure and improved SLA
• Cisco Smart Net Total Care Service to provide insights and proactive network support on a continuous basis
Cisco Solution
Cisco Confidential© 2010 Cisco and/or its affiliates. All rights reserved. 13
Smart Net Total CarePartner Value
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – FOR INTERNAL USE ONLY 14
….with each customer you could reveal their uncovered Cisco products?
Grow SMARTnet revenue
….you gave each customer an accurate view of their end-of-support Cisco products?
Sell new Cisco products
….you gave the customer on-going up-to-date installed base and contract information?
Faster and more efficient SMARTnet renewals
….you could inform your customer about a published Cisco alert that would preempt network disruption?
PRICELESS!
Smart Net Total CareWhat If….
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – FOR INTERNAL USE ONLY 15
USE SNTC DATA TO BUILD A CONSULTATIVE PRACTICE ENABLING STRATEGIC CONVERSATIONS WITH YOUR
CUSTOMERS
• Show your customer all changes to their network on a weekly basis, ensure they know what is happening in their environment Inventory Delta Report
• Assure all RMAs and other MACDs are confirmed and SMARTnet adjustments are made Inventory Delta Report, Contracts Report
• Preempt network disruptions by proactively identifying and notifying users of installed devices impacted by Cisco published security alerts and advisories Alert Delta Report
• Develop a migration plan with the customer for EoS/EoL devices, removing the risk of network disruption and allowing timely replacement and accurate budgeting of cost for the customer Aggregated Report
• QBR Support – show your customer the changes in their network, illustrate the risk avoidance from device coverage, alerts, EoL/EoS Inventory Report, Inventory Delta Report, Alert Delta Report, Aggregated Report, Contracts Report
Smart Net Total CareTransactional to Consultative….“Stickiness Factor”
Cisco Confidential© 2010 Cisco and/or its affiliates. All rights reserved. 16
Smart Net Total CareOpportunity Identification
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – FOR INTERNAL USE ONLY 17
Smart Net Total Care Identifying an SNTC OpportunityTarget Customer –
• Has large and diverse base of Cisco products
• Having trouble managing the alerts released from Cisco and how they affect their Cisco products
• Reconciliation and contract renewals are a manual, labor intensive process
• Limited visibility into coverage of the Cisco inventory
• Limited visibility into EoS/EoL information
• When there is a problem, entitlement issues slow down resolution
Compelling Events –
• Rapid network growth or recent acquisition
• Network redesign and consolidation as the result of a corporate merger
• New technology purchase plans and need for correct installed base inventory
• Recent participation in a KTN or network assessment
• Approaching SMARTnet contract renewal
Cisco Confidential© 2010 Cisco and/or its affiliates. All rights reserved. 18
Smart Net Total CareQuestions?
Thank You!