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© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1
Partner Support ServiceOverviewSmart Talk Partner Series – August 6, 2013
John Goble and Steve NeubauerCisco Smart Services Product Management and Business Development
Cisco Confidential 2© 2011 Cisco and/or its affiliates. All rights reserved.
Agenda
Transforming Your Business:The Impact of Smart Services
Partner Support Service:Service Overview
Working Together Smarter:Getting Started with PSS
Cisco Confidential 3© 2011 Cisco and/or its affiliates. All rights reserved.
Transforming Your Business:
The Impact Of Smart Services
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4
What Makes a Cisco Service “Smart”?
…Which Collect
Cisco Installed Base & DiagnosticData
Services with…
Automated Software-EnabledCapabilities
Cisco’s Deep Knowledge Base
…Which Is Analyzedand Compared With
++
…to Provide
Actionable Insight
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5
What Makes a Cisco Service “Smart”?
…Which Collect
Cisco Installed Base & DiagnosticData
Services with…
Automated Software-EnabledCapabilities
Cisco’s Deep Knowledge Base
…Which Is Analyzedand Compared With
++
…to Provide
Actionable Insight
CISCO DEEP KNOWLEDGE BASE25 years of networking innovation & leadership
50 million installed devices
6 million annual customer interactions
90,000+ technical documents
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6
Smart Capabilities delivered directly and through Partners
Cisco Smart Services Platform Cisco
CollaborativeServices
Cisco Branded Services
Cisco Partner Customer
Partner’sServices
Delivered by Cisco
Delivered by Partner
Intellectual Capital
Actionable Insight
Data Analysis
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7
Smart Capabilities delivered directly and through Partners
Cisco Smart Services Platform
Cisco Branded Services
Cisco Partner Customer
Partner’sServices
Delivered by Cisco
Delivered by Partner
Intellectual Capital
Actionable Insight
Data Analysis
Partner Support Service
Cisco Confidential 8© 2011 Cisco and/or its affiliates. All rights reserved.
Partner Support Service:
Service Overview
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9
Your Business Goals
Increase Customer Loyalty by…
Drive Incremental Services Revenue by…
Improve Operational Support Margins by…
• Assuring customers’ critical devices have support coverage• Rolling out services to new customers and markets• Bringing services to market more quickly
• Simplifying contract management• Automating business process workflows with Cisco• Deepening business process integration
• Increasing stickiness through unique and continuous value• Ensuring business continuity by proactively preventing issues• Providing expertise and services across all phases of plan, build and run
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10
Partner Support Service
Drive Incremental Services Revenue
Increase Customer Loyalty
Improve Operational Support Margins
Combining visibility to end customer devices and networks with Cisco intellectual capital
Smart Capabilities
Software Updates Advance Hardware Replacement
IB Management Alert Reporting Device Diagnostics
Online Technical Resources Partner Access to Cisco TAC
Smart Interactions
- Smart Bonding - Smart Portal - Smart APIs - PSS Support Community
Foundational Capabilities
Develop and deploy services based on both foundational & smart capabilities
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11
Overview
Rapid problem resolution, 24-hour business continuity, and improve operational efficiency
• Direct, 24x7 access to Cisco TAC• Extensive Cisco online self-help• Rapid fulfillment of hardware replacement• Anytime access to eligible SW updates• Options for onsite field engineer to install
replacement parts
Software Updates Advance Hardware Replacement
IB Management Alert Reporting Device Diagnostics
Online Technical Resources Partner Access to Cisco TAC
Smart Interactions
- Smart Bonding - Smart Portal - Smart APIs
Foundational Technical Services
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12
CustomerPartner
Call Home Messages / Alerts
Knowledge BaseBack-office SystemsBusiness Systems
Analytics
Delivery SystemsWeb Services
Network OperationsBusiness Systems
Network Information (Inventory, HW/SW, Configs)
Partner’s Services
Partner Support Service Delivery Flow
PSS Capabilities
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13
Benefits to you
• Opens up new revenue opportunities
• Reduces cost of (renewal) sales
• Simplifies business operations
• Increases operational efficiency
Software Updates Advance Hardware Replacement
IB Management Alert Reporting Device Diagnostics
Online Technical Resources Partner Access to Cisco TAC
Smart Interactions
- Smart Bonding - Smart Portal - Smart APIs
Effective management of entitlements, contracts, inventory, and RMAs
Installed Base Management
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14
Capabilities
Detailed Inventory Reports and Analysis
• Visibility that critical Cisco products are covered with proper service contracts
• Summary reports
• Delta reports for moves/adds/changes
Improved Visibility to Customer’s Cisco Installed Base
• Ongoing collection of primary Cisco®device information from your customer networks
• Correlation and validation against Cisco intellectual capital
Installed Base Management
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16
Coverage Opportunity in a Customer Network
• 37 out of 102 chassis are not covered by a support contract
• 10 chassis are overdue
ACTIVE OVERDUE0
10
20
30
40
50
60
Chassis Coverage
Total
UN-COVERED
Installed Base Management
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17
Benefits to you
Proactively identifies affected devices, thereby improving risk management and maintaining network health
• Filters on customer’s installed base
• Improves customer risk mgmt
• Faster problem resolution
• Increases customer loyalty
Software Updates Advance Hardware Replacement
IB Management Alert Reporting Device Diagnostics
Online Technical Resources Partner Access to Cisco TAC
Smart Interactions
- Smart Bonding - Smart Portal - Smart APIs
Alert Reporting
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18
Capabilities
Alerts and Notifications Are Correlated Against Customer’s
Cisco Installed Base
• Product Security Incident Response Team (PSIRT)
• Software and hardware alerts
• Field notice alerts
• You see only those alerts that apply to their customer’s Cisco assets
• You determine what action needs to be taken and schedule the activity
Alerts Are Posted and Saved in the Portal
Alert Reporting
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20
13 devices past EoLDoS
Row Labels Count of Product Family2007-Mar-01 32011-Dec-31 62012-Jun-28 22012-Nov-30 22013-Oct-31 12013-Dec-31 62014-Mar-15 12014-Nov-27 12014-Dec-27 32015-Jul-31 72016-Oct-31 272016-Nov-30 32016-Dec-31 22017-Jul-31 82017-Sep-30 12017-Oct-31 62018-Jan-31 112018-Mar-31 76Grand Total 166
7 devices this year
5 devices in 2014
12% of the installed based is due for refresh!
Alert Reporting
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21
Benefits to you
Accelerates early diagnosis and remediation of issues through proactive, rules-based problem resolution
• Improves service delivery
• Lowers support costs
• Higher rebates due to service
request performance metrics
Software Updates Advance Hardware Replacement
IB Management Alert Reporting Device Diagnostics
Online Technical Resources Partner Access to Cisco TAC
Smart Interactions
- Smart Bonding - Smart Portal - Smart APIs
Device Diagnostics
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22
Capabilities
• Embedded on a broad range of Cisco hardware
Enabled Devices Deliver 24x7 Proactive
Diagnostics and Alerts
Correlated with Cisco’s Knowledge Base
• Proactive, rules-based problem resolution
Deliver Alerts and Remediation Advice
to Partners
• Available via the Partner Support Service Portal
Device Diagnostics
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23
Sample Remediation Advice
Device Diagnostics
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24
Benefits to you
Differentiated support, faster access to entitled services, and integrated technical support experience • Improves productivity and
operational efficiency
• Promotes customer satisfaction through faster remediation
• Increases customer loyalty
Software Updates Advance Hardware Replacement
IB Management Alert Reporting Device Diagnostics
Online Technical Resources Partner Access to Cisco TAC
Smart Interactions
- Smart Bonding - Smart Portal - Smart APIs
Smart Interactions
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25
Smart Portal
• Partner access to inventory reporting and analysis on network devices
• Provides information on contracts, expiring coverage, product alerts, and network summary reports
Smart Bonding
• Connect your case management system to Cisco’s TAC
• Systematically escalate case details to Cisco directly from your system
• Enable Cisco TAC Engineers to start working cases from the outset of escalation
APIs
• Programmatic access to installed base management and alert data
• Seamless integration into your existing systems and processes
Smart Communities
• Partner access to Cisco subject matter experts
• Enables you to connect to interactive tools, discussion forums, feedback links and other support resources
Smart Interactions
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26
Smart BondingPartner Cisco
Partner Support Process Cisco Support Process
Incident&ProblemManagement
CRM: C3
Before• “Swivel-chair” support
• Case escalation via phoneor web portal
• Case notes updates transitioned to Cisco
• Overlapping cases
Smart Interactions
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 27
Smart Bonding
After
Partner Cisco
Partner Support Process Cisco Support Process
B2B Gateway e2OpenB2B GatewayInternet
Incident&ProblemManagement
CRM: C3
Smart Interactions
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 28
Smart Portal
A common web platform that
delivers a consistent and unified
partner experience for all Cisco
Smart Services.
Smart Interactions
• User Registration• Smart Collections• Installed Base Management and
Alert reporting tools• Device Diagnostics Portal link
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29
Smart Communities
Access to Cisco subject matter
experts, enabling you to connect
to interactive tools, discussion
forums, feedback links and other
support resources.
Smart Interactions
• Private messages with Cisco subject matter experts
• Documentation & Training
• Announcements
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 30
Partner NOC
Cisco Data CenterPSSPortal
APIs
Smart Interactions
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 31
Partner NOC
100101110010100111010110011011011100100110100110
APIInterface
Partner Systems
Cisco Data CenterPSSPortal
APIs
Smart Interactions
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 32
APIs
1001011100101001110101100111011001001010111100110101100111
100101110010100111010110011101100100101011110011010110011101101010111011001010110011
101
Customer Network Cisco Partner Operations
CollectorSECURE
Data AnalysisEngine
Contract or NetworkAdministration
APIInterface
Web PortalAccess
Inventory Data& IB Reports
Contract & ShipmentDatabases
Included APIs
• Inventory – Physical, Chassis & Module
• Contract information
• EOX (HW, SW), Field Notice information
• PSIRT Alerts
• APIs exposed via third party Interface
• Partners need to register to use APIs
• SOAP based APIs.
Smart Interactions
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 33
Partner Support Service
Drive Incremental Services Revenue
Increase Customer Loyalty
Improve Operational Support Margins
Combining visibility to end customer devices and networks with Cisco intellectual capital
Smart Capabilities
Software Updates Advance Hardware Replacement
IB Management Alert Reporting Device Diagnostics
Online Technical Resources Partner Access to Cisco TAC
Smart Interactions
- Smart Bonding - Smart Portal - Smart APIs - PSS Support Community
Foundational Capabilities
Develop and deploy services based on both foundational & smart capabilities
Cisco Confidential 34© 2011 Cisco and/or its affiliates. All rights reserved.
Working Together Smarter:
Getting Started with PSS
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 35
Adopting PSS
Crawl Walk Run Sprint
Initial Pilot 2-10 customers 12 customers Scale
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 36
Adoption Tracks
Ops & Delivery track: Foundation service delivery, maximize rebates
Smart Adoption track: Deploy, Operate, Business Impact, benefits
Go-to-market & Scale track: Marketing, Sales, Legal, Finance
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 37
Partner Support Service
Drive Incremental Services Revenue
Increase Customer Loyalty
Improve Operational Support Margins
Combining visibility to end customer devices and networks with Cisco intellectual capital
Smart Capabilities
Software Updates Advance Hardware Replacement
IB Management Alert Reporting Device Diagnostics
Online Technical Resources Partner Access to Cisco TAC
Smart Interactions
- Smart Bonding - Smart Portal - Smart APIs - PSS Support Community
Foundational Capabilities
Develop and deploy services based on both foundational & smart capabilities
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 38
THANK YOU