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Opportunity SnapshotService Overview

Cisco Smart Net Total Care (SNTC) is a Cisco Branded Service that partners can resell to their customers. SNTC provides extensive inventory and contract management functionality along with foundational technical services, proactive device diagnostics, and relevant alerts. The integrated solution improves risk management, helps resolve problems quickly, and reduces operating expenses.

Customer Challenges � Looking to gain greater installed base visibility for Cisco devices to ensure

proper support coverage. � Has support contract renewal issues - it is time consuming to renew

support contracts because there are disagreements about what is installed and coverage levels.

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� Has TAC entitlement issues – it takes too long to verify contracts and coverage when they call Cisco for support.

� Experiencing lifecycle planning issues and wants a “heads up” on EOS/EOL situations in order to plan and budget in a timely manner.

� Wants to improve operational efficiency for installed base management. � Trying to consume a new technology, such as a call center or VoIP, and

wants to ensure proper device coverage for new equipment. � Wants to reduce network risk - has too many alerts and too little

knowledge about how they impact the network. � Purchases from multiple Cisco partners and wants a single, consolidated

view of their installed base and contracts. � Has corporate compliance requirements and would benefit from better

tracking of inventory and security details.

Cisco SNTC Partner Sales GuideInventory management and analysis, customized security alerts, and proactive diagnostics

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Partner Benefits Include: � Increased customer satisfaction and loyalty. � The ability to expand service offerings without additional partner resources

involved.

� Discovery of additional revenue opportunities from uncovered Cisco devices.

� Selling replacement hardware as existing hardware reaches EoL.

When the customer grants CBR-user access to a partner, the partner can access SNTC reports for contracts with which the partner is associated. Your contract details are not visible to other partners your customer may have.

Customer Benefits Include: � Reduced operational risk by providing detailed Cisco installed base

visibility. � Quicker mean time to resolution because device details are readily

available when needed. � Improved operational efficiency by automating the gathering of inventory

details. � Improved contract accuracy and entitlement. � Ability to identify and track what is new, what has changed, what is

covered and what is not covered to improve risk management. � Preempting network disruption by proactively identifying the installed

devices impacted by Cisco published security alerts and advisories. � Improved efficiencies in support incidents, minimizing entitlement issues

and providing faster problem resolution.

Target CustomerThe typical Smart Net Total Care customer meets at least some of these criteria:

� Has a large, complex or dynamically changing base of Cisco products. � Is getting too many alerts and has trouble knowing if they apply to their

Cisco products. � Has limited visibility as to whether critical Cisco products are covered with

the right service agreement. � Has limited visibility into where Cisco products or contracts are in their life

cycle, such as end-of-sale, end-of-life, and end-of support. � Contract renewals and issues resolution are labor intensive, involving

manual cross-checking spreadsheets, purchase orders, and other paperwork.

� When there is a problem, entitlement issues slow down resolution.

Sales ProcessSNTC can be sold alongside a Cisco hardware sale or as part of a renewal or “true-up”. Annualized SNTC pricing is based on the customers total Cisco installed base dollar value, and not on the value of the renewal or true-up.

ProspectLook for customers with… � Rapid network growth, such as a recent acquisition. � Network redesign and consolidation as the result of a corporate merger. � New technology purchase plans and the need for an inventory of the

systems currently in place. � Recent participation in a Know the Network (KTN) service or Cisco

Discovery Service (CDS). � Approaching contract renewal.

Qualify � Does the customer have a total Cisco installed base of approximately $5M

or more? (this amount may vary with geography) � Is the customer’s staff willing and able to invest in installed base/contract

management support? � Will the customer allow a collector to be deployed? Are they an existing

NOS customer? � Does the customer understand the value of up-to-date asset information,

but currently relies on manual processes?

Position and Propose � Talk with executives and business owners about the basic benefits and

business value of Smart Net Total Care. � Show the specific value to the customer by reviewing sample portal reports

or scheduling a demo. � Speak with senior managers who are responsible for acquiring and

provisioning Cisco devices to discuss deployment and on-going asset management processes.

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Cisco SNTC Partner Sales Guide

Customer Proof Points � Trimax: Realized 90% time savings for inventory

management � George Mason University: Reduced mean time

to problem resolution by 30% � Alestra: Saved 3-5 hours per week in installed

base management

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Questions to Start the Conversation � “How do you identify and manage your Cisco inventory today?” � “How do you know when a device you own reaches end of support?”

� “How do you track changes in your Cisco network?”

What Reports are Available…and why they are useful

Use SNTC information to start a strategic business conversation with your customers:

� Discuss proper support coverage levels to ensure devices are covered at the appropriate level for their criticality in the network with Contracts Report.

� Help IT administrators mitigate risks to service availability by reviewing Cisco OS information, installation address, and support contract number in Inventory Report.

� Show your customer all the changes to their network on a regular basis, and ensure they know what is happening in their environment with Inventory Delta Report.

� Identify devices that are near or past last day of support (LDoS) to assist customers with forecasting and budget planning for replacement equipment with Contracts Report.

� Preempt network disruptions by proactively identifying and notifying users of installed devices impacted by Cisco published security alerts and advisories with Product Alerts Report.

� Develop a migration plan with the customer to remove the risk of network disruption, allow timely replacement, and accurate budgeting of cost with end-of-sale and last day of support information from the Aggregated Report.

Handling Objections

I have a good handle on my Cisco Inventory.

But do you have the same understanding of your Cisco contract status? Could you benefit from detailed reports showing the current, accurate contract status for each device in your network? What about reports that show all the moves, adds, and changes in your network?

Will my data be secure?

Cisco understands that the protection of customer data is of paramount importance to its customers and partners. The Smart Net Total Care security architecture provides an end-to-end secure solution for the collection, transmission, processing, storing and reporting of customer data.

We don’t allow network collectors on our network.

SNTC currently has hundreds of customers globally. Many of those customers had similar concerns until they read the security whitepaper that discusses in detail how security is implemented for SNTC. Would you like a copy?

Why is the installed base inventory process necessary? Don’t you already know what is covered and not covered?

Customers have complete freedom to purchase equipment and services through any number of channel partners, or they may have obtained equipment through acquisitions. The inventory collection process helps to reconcile equipment with current records and invoicing, providing a baseline from which contract status and coverage can be managed more effectively.

We have SMARTnet currently. Why do we need SNTC?

Smart Net Total Care includes all the important technical support capabilities of SMARTnet, plus additional smart capabilities that provide better visibility into the state of your IT assets to create actionable intelligence that helps you make better business decisions. An accurate view of your Cisco installed base is essential to reducing operational risk. Having up-to-date inventory information correlated with Cisco’s deep knowledge base can help ensure the proper service contracts are in place to streamline entitlement and speed problem resolution. Relevant hardware, software, and security alerts and device diagnostics help prevent service disruptions and notify you of the latest important information about your Cisco products thus conserving valuable staff time and improving availability.

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Cisco SNTC Partner Sales Guide

The Pitch“Sounds like you have a lot of manual, error-prone, and time consuming work in that process. What if you could have direct access to that information and export that into actionable reports?”

“Cisco’s Smart Net Total Care will identify your Cisco inventory and analyze that against our Cisco knowledge base – contract, security, TAC, and manufacturing databases – giving a comprehensive view of your installed base, service contracts, and device specific alerts. With greater insight into your infrastructure, you have the visibility you need to become more efficient in managing your inventory and contracts, while ensuring the stability of your network. Can we schedule some time to better understand the impact this could have on your operation?”

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I don’t understand why I have to pay a price premium for Smart Net Total Care. Where’s the added value?

Points to emphasize:

� Consider the trade-offs between SNTC’s minimal cost and the risk of service coverage gaps.

� Look at the cost of manual contract administration and the cost of inventory collection errors.

� Quickly and easily access device details, like serial number and location, to help ensure rapid replacement in case of failure.

� Manage your equipment inventory efficiently even with moves and changes in network devices.

� Optimize the use of IT resources for strategic projects, not network maintenance and manual asset tracking.

Measureable OutcomesOutcomes for Smart Net Total Care can be very tangible, and can create a constructive and productive sales conversation.

Outcomes can measure reduction in the time and the people required for a renewal, elimination of uncovered devices, wholesale consolidation of the absolute number of contracts for easier contract administration, and time-to-resolution improvements.

Customer Quotes:“By having Smart Net Total Care, we have reduced the risks of an outage or a failure and not having service contract coverage to remediate it quickly. Now we can be proactive and know whether or not something is covered, which all adds up to increased reliability and availability for our users and clients.” - Sr. Network Systems Engineer, Quintiles

“We found numerous devices that were off the radar using our prior inventory management process and quickly updated their service coverage with the information uncovered by Smart Net Total Care.” - IT Director, 9 Kings

“Our previous manual inventory methods couldn’t effectively scale to meet the growth of iYogi’s network maintenance requirements. With Smart Net Total Care, we have the ability to scale efficiently around the world, which is especially important when providing quality service to remote customers in the United States during peak usage times. Cisco’s solution gives us peace of mind that we are acting proactively to prevent network downtime.” - IT Network Operations Manager, iYogi, Inc.

“With our business rapidly growing, ensuring the smooth operation of our network was a challenge. Our prior ‘break/fix’ approach to network issues was time-consuming and inefficient. Cisco Smart Net Total Care is the proactive solution we needed. It gives us the visibility into our network that was previously missing.” - Network Operations Manager, Perfect World

Best Practices / Lessons Learned � Successful SNTC deployments are dependent on the customer’s full

understanding and investment in the deployment process. � Most Cisco customers will allow the installation of a collector on their

network once they understand the details. Use the security whitepaper for an in-depth discussion with the customer, if necessary.

� Partners can have access to the SNTC Portal if their customer gives them CBR-user access. This is a great benefit when working a renewal, true-up, or contract reconciliation opportunity, as well as providing valuable EOL/EOS data for account planning.

� Positioning SNTC as a stand-alone sale 4-6 months prior to a service renewal will allow the customer to benefit from SNTC contract data and can streamline the renewal process.

� Position SNTC even if the customer already has NOS as they are complimentary services. Current NOS customers are great prospects since they already have deployed the collector and developed the device list needed to deploy SNTC.

ResourcesSNTC External Website

For more information, contact your local Cisco Partner Services Development Manager.

Cisco SNTC Partner Sales Guide

Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. A listing of Cisco’s trademarks can be found at www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1009R)