Embed Size (px)
Citation preview
Operational Outcomeswith Cisco Smart Services
Diamantis Diamantopoulos
Partner Services Development Manager
November 2015
Technical Service and Incident Management
Smart Capabilities and Flexible Options for Using Them
Overview
Security and Product Alerts
What We’ll Cover
Product Lifecycle Management
Support Community and Related Services
Service Coverage Management
Next Steps
Increasing Pressures on IT LeadershipHow Can I …
Maintain business continuity and security?
Flexibly add services to the network?
Reduce Risk Resolve Problems Faster Improve Operational Efficiency
Ensure that I have the expertise and information available to quickly resolve network issues?
Create more efficient workflows?
Be proactive about managing the network?
Extend the life of devices?
On-Going Customer Network Operational Challenges
HW vs SW Risk
Correlation is always a
big pain point
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
Network failures occur
without warning
EoX Information is so
difficult to manage and
keep up to date
MACD reports , how
can I automate them IOS Version &
Fragmentation Reports
is a must have for my
network
Raising the Bar on Technical Support
Cisco’s foundational support service includes not only
World-leading technical support for Cisco products
But also access to smart capabilities that proactively
• Lower operating costs
• Resolve incidents faster
• And mitigate risk
Smart services prepare you for modern IT trends such as Fast IT, Internet of Everything, and analytics.
Cisco® Smart Net Total Care
Cisco Services Portfolio
Branded Services Collaborative Services
Smartnet
Smartnet Total Care
SmartCare
Partner Support
Services
Embedding Smart Capabilities in Support Workflows
Technical Service
and Incident Management
Security and Product Alerts
Service Coverage Management
Product Lifecycle Management
Smart Net Total Care
Delivering Smart Capabilities in
Four Key Support Workflows
Technical Service and Incident Management
Technical Service and Incident Management
Improve Network and IT Infrastructure Performance
with Direct, Online, and Onsite Support
24x7x365 global access to Cisco experts
Flexible hardware replacement options
Operating system support and updates
Online support resources
Proactive device diagnostics and alerts with Smart
Call Home and SmartData Advantage
Mobile app for anywhere, anytime access to
support information and problem resolution
Option for onsite engineering support
Cisco Technical Assistance Center (TAC)Resolve Issues Quickly
Direct access to highly trained network and
application software engineers worldwide
Computer science/electrical engineering degrees
Engineering staff averages five years of
industry experience
630+ Cisco CCIE® professionals
Expertise in a broad array of technologies
24x7x365 global, direct access by phone,
web, or email
Advance Hardware ReplacementReduce the Risk of Potential Downtime
Flexible replacement options to meet
your support needs
2-hour, 4-hour, and next-business-day options
Globally consistent remote and onsite support
Exceptional part-sparing programs
Coverage in 128 countries around the globe
1100+ fulfillment depots
Operating System Software Updates Extract More Value from Your IT Infrastructure
Protect your investment
Increase performance of software
Add new functionality, often without
additional hardware investment
Enhance availability and stability of your
network and business applications
Extend the life of your Cisco® products
Streamlined Incident ManagementImprove Uptime and Operational Reliability
Proactive device diagnostics and alerts with
Smart Call Home
− Continuous self-monitoring of critical devices
− Automated remediation recommendations, including
contacting TAC for critical incidents
− Reduce incident resolution time by up to
80 percent
Faster resolution with SmartData Advantage
− Highly secure, automatic transmission of device
support information for case creation
Smart Capabilities and Flexible Options for Using Them
What Are “Smart” Capabilities?All Smart Net Total Care Customers are Entitled to Smart Capabilities
of networking innovation
and leadership
installed devices annual customer
support interactions
technical documents
online
30 years 50 million 40 million 185,000
Automated Software-
Enabled Capabilities
Installed Base
Device Data
Cisco’s Deep
Knowledge Base
Actionable Insight
Services with … Which Collect …Which Is Analyzed
and Compared with
…to Provide
Cisco® Deep Knowledge Base
Transport to Cisco Data Center
- AES 128-bit data encryption,
HTTPS or SSL connection
- Sensitive credentials removed before transport
Collector on Customer Network
- Hardened
- No root access
- Host-based firewall
- 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
- Role-based access control to portal info & features
Smart Net Total Care: End-to-End Security
100101111111001101
1001110101111111110
100101111111001101
100101111111001101
1001110101111111110
100101111111001101
SECURE
Smart Net Total Care Portal
SecureTransport
CiscoCollector
Customer Network
CiscoData Center
Smart Net Total Care Portal
Secure access to detailed device and contract data
Analyzes installed base information with Cisco® support data to provide enriched and
actionable information
In-depth information to efficiently open and manage a TAC case
− Auto-populate and transmit service
request information
− Serial number, contract number, service level,
unresolved alerts, and configuration status
Manage user access privileges
− Automate workflows
Schedule and view reports and workflows
Flexible Choices for Gaining Value from Your Data
Automate collection
of installed base data
Best
Manually upload
installed base
data from spreadsheets
Better
View the information Cisco
already knows about your
network support
Good
Reactive Proactive
Security and Product Alerts
Save Time, See Only Alerts Relevant to Your Cisco Devices
Export to Excel or PDF
Easily drill down for
more details
Relevant alerts to your
Cisco® devices
Security and Product Alerts Report
Alert types:
Hardware alerts: Identify devices that have reached or are
approaching end of life
Software alerts: Identify end-of-life issues for specific
software versions
Security alerts: Identify security vulnerabilities, including
Product Security Incident Response Team notices (PSIRTs)
Field notices: Inform you of significant issues
(other than security vulnerabilities) with a hardware
device or software version
Identifies which devices need security updates,
and when devices may need to be refreshed due
to end-of-life or end-of-service dates.
Service Coverage Management
Easily Keep Track of What is in Your Network and What is Covered via the Intuitive Web Portal
Identify products with
and without service
coverage
Validate your Cisco®
installed base
Contract Management - Work Flow
1. Dashboard overview of covered and uncovered 2. Filter with date range
3. Add last-day-of-support (LDoS) date 4. Export as Excel, PDF, or csv
Product Lifecycle Management
Product Lifecycle Management Visibility into Your Installed Base Using Data That is Correlated and Enriched with Cisco Support Knowledge Base
Intuitive web portal for viewing installed
base data
Easily see what has been moved, added,
or changed in your network
Identify Cisco® products that are reaching
end of life, end of service, and end of
support
Ensure that your Cisco hardware is running
consistent and supported software versions
Easily verify entitlement to support
A Single Report for Lifecycle Planning
Hardware/software alerts
Links to the alert
Affected devices
Recommended devices
OS versions
Filter EoX/LDoS dates
See What Has Changed in Your Network with Delta Reporting
See changes between December 6
and January 10
41 changed devices
Easily drill down to see details
of added or deleted cards
and device(s)
Support Community and Related Services
Cisco Support CommunityForum for Sharing Technical Support Knowledge
Watch recorded
webinars to get
useful advice
on how to perform
specific tasks.
View informational
videos on topics ranging
from new features to
using specific reports.
Review online
documentation
and tips.
Get helpful answers
from a discussion forum
monitored by Cisco and
peer experts.
Online Self-Help ResourcesSolve Issues and Improve Productivity
Access to resources anytime
− Automated troubleshooting tools
− Personalized content and solutions
− Global support community
Lower operating expenses
− Faster issue resolution
− Open and track service requests online
Improve staff competencies
− Extensive technical knowledge library
− Information on certification training
Options to Receive More Value from Smart Net Total Care
Smart Net Total Care Smart Net Total Care Smart Net Total Care
Onboarding, IB
reconciliation, and Cisco®
TAC support (portal and
collections)
Consultative engagement
that delivers the most
comprehensive and
accurate view of the
installed base and
contracts
A premium service
delivering personalized
support for your network
infrastructure and services
Proactive maintenance
combines world-class
technical support with self-
service smart capabilities
Smart Assist
Asset Management
TS Advantage
Smart Net Total Care
Assistance with
Onboarding and
Optimization
Proactive Installed
Base Management
Premium
Personalized
Technical Service
Self-Deploy
Self-Consume
Includes
Asset Management
Adding Value With Cisco Smart Assist Service
Onboarding and
Enablement
Product Inventory/
Installed Base
Reconciliation
Cisco® TAC
Technical Support
Accelerate the use of smart capabilities
to speed time to business outcomes
Gain visibility into product investments
to improve manageability and reduce risks
Use technical assistance to speed problem
resolution for portal and collections
Next Steps
Contact your authorized Cisco representative
for a demonstration.
Learn more about Smart Net Total Care and
Smart Assist at www.cisco.com/go/sntc
Join a discussion forum on the
Smart Net Total Care Support Community at
bit.ly/community-sntc
View online help resources at support.cisco.com
