Andreas Gast – SymantecChairman – TSIA Support Services

Partner, Community of Interest (COI)

With Support Services Partner

COI Vice Chairs from:

Autodesk, CA, Cisco

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Forecast

• Trends

• Identification

• Enablement

• Metrics & Rewards

• Challenges

• Panel Q & A

• Engagement

Agenda

Trends & Services Channels

• X as a Service: Cloud (SaaS),

MSP, CPE

• Customer Consumption model

(Smart Sourcing)

• Self Service, CPC, Social Media

& Crowd Sourcing

• Business Solutions Model – ULA & VLA

• Rich Warranty & EOL Extensions

• Expanded Partner Ecosystem

• Simplifying Channel Programs

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Support Services Partner

Community of Interest (COI)

• Services channel optimization

• COI Objective: Optimize

enablement, influence,

management, and return from

and for services partners with a

focus on increasing revenues,

decreasing costs, and delivering

customer value

• Today 15 Mfg’s 22 participants

• Why not you?

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Today’s Mature Services Practice

Source: DimensionData.com

Identify

Business

Benefits

Implement

Technology

Break Fix

and

Monitoring

Full Lifecycle

Support of

Infrastructure

and Systems

Strategy

and

Evolution

Create

New VAS

Pre Sales

Professional

Services

Post Sales

Professional

Services

Maintenance

and Managed

Services

Optimization Services

Justify

Technology

Investment

Manage

Project

Risk

To Reduce

Costs

Maximize ROI

Plan Build Support Manage Optimize Innovate

Service Strategy — The Continuum

Growth

Design

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Partnering Framework

The Right Channel

Strategy In Place

Programs to

Engage and Empower

Metrics for

Measuring

Success

Field

Execution

and Teaming

Effective Communication and Infrastructure

Source: Amazon Consulting

Selecting the

Right Partners

Services partner program Flexible Services portfolio for partners Partner enablement / readiness

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Services Partner Program

Services Partner Program

RewardsIncentives

Terms andConditions

MarketingEnablement /

Readiness

Services Portfolio for Partners

Co-Delivered Services

Vendor BrandServices

Program Eligibility

Partner BrandServices

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Service Partner Selection - Landscape

Sell Productand Servicesand Deliver

Services

Sell Productbut notServices

Sell Services but not Product and

do DeliverServices

Don’t sell Product or

Services but DeliverServices

GlobalStrategic Partners

Sell Product and Services

but don’t Deliver Services

Direct Marketers /

Large Account Resellers

SupportServices Partners

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GSPs & TSPs Cover Key:

Customers, Markets, and ProductsSymantec Partner Program (SPP)

Partner Count by Status Levels

Risk & Compliance

• IT Compliance

• Discovery & Retention

• Data Loss Prevention

• Messaging Management

Data Storage

• Storage Management

• Archiving

• Backup and Recovery

Infrastructure Operations

• Server Management

• Endpoint Management

Business Continuity

• Server Management

• Endpoint Management

Symantec GSP/TSP Service Coverage

By: Customers, Markets and Products

Product Groups Supported

xx Partner Type

GSP = Global Strategic

TAP = Technical Assistance

TSP = Technical Support

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Simple Market Landscape: 2010

Software

Reseller

Direct

Self-Serve

SMB

Consumer

Services

HardwareEnterprise

Source: Technology Services Industry Association

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Partner Enablement and

Readiness Means:

Customer

Point of View

The ecosystem enables

me to deliver value to

my customers and helps

me gain rapid returns on

my investments

Vendor

Point of View

Resources and

activities to accelerate

our Partner’s adoption

and success

Partner

Point of View

Guiding principles for

successful adopting,

incorporating, and

operating a

new/existing service

and/or practice solution

Partner Enablement and Readiness

*Give partners what they need to achieve the desired result

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Service Partner Enablement

Requirements Standards EnablementServices

Excellence

• Scope/expertise

• Response

• Volume

• Scalability

• Deliverables

• Definition of

Success

*Enablement is a simple derivative of your careful definition of the result you want

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Service Partner Enablement

Tools

Knowledge transfer

• Training

• KB

• Community

Tools

• CRM

• Diagnostics

• Utilities

Management/Remediation

• Reporting

• Feedback

• Performance audits

Interactive support

• Support access

• Engineer access

• Process

Knowledge

Transfer

Interactive

Support

Management/

Remediation

Service

Excellence

* Requirements and standards become your roadmap for defining enablement

Requirements/Standards

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Service Partner Enablement

• Expand your view of requirements/enablement?

– Development cycle/time to market

– Partner scalability

– Specializations/role/support levels

– On-boarding/transition

• New partner

• Incremental product coverage

• Staff turnover

– Supporting value-add services

• Implementation

• Performance & tuning

• Pre-sales

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Flexible Engagement Models

Source: Amazon Consulting, 2010 State of Partnering Study

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Partner Enablement Through Services Portfolio

Emergence of Smart Services—Industry Examples

Smart Services Are Becoming Pervasive

Agriculture

Transport Real Estate

Industry

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Service Partner Metrics & Rewards

• Metrics used:

– Case Closure

– Case Escalations

– Trust based reporting

– Trained/Certified Staff

• Frequency of updates

– CSAT or NPS

• How do you implement

• ROI

– Other metrics

– Frequency of review

• Compensation:

– Discount range

– Rebate range

– Combination

• % Split on combo

– Delta of comp vs.

non support services

partners

– Frequency of comp

– Cross services comp

CS & PS

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Q & A

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Support Services Partner

Community of Interest (COI)

• Services channel optimization

• COI Objective: Optimize

enablement, influence,

management, and return from

and for services partners with a

focus on increasing revenues,

decreasing costs, and delivering

customer value

• Today 15 Mfg’s 22 participants

• Why not you?

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