CDR Ross “Rusty” Orvik, DON ESL Team Lead

May, 18th 2016

DON Cisco SMARTnet JELACISCO Tech Day Brief

DoD JELA Overview

Pre-JELA:

• Thousands of contracts across

DoD

• Inconsistent pricing, limited

economies of scale

• Coverage gaps

• Re-inspection and re-instatement

fees

• Security vulnerabilities

• Limited asset visibility

• Non-standard software updates –

licensing and compliance issues

JELA:

• One contract, two pricing models, co-termed performance period

• Global 24x365 technical support for all existing Cisco-branded hardware and software eligible for SMARTnet coverage plus new purchases during the period of performance

• Next Business Day and limited 4-Hour hardware replacement

• Streamlined access to technical services

• Enterprise Portal (ICRS - Inventory Collection and Reporting System) to manage assets

• Allotment for Classified Network Services and enhanced SMARTnet (4-hour replacement)

• Classified Network Services

• Cisco Technical Education and Cisco Technical Knowledge Library

• Engineering and consulting support (maintain status quo deliverables)

• Governance structure facilitates DoD, Joint and individual efforts

DON “base period” 18 Jun 2015 - 17 Jun 2016 plus three 1yr options2

Qualitative JELA Benefits

End-User BenefitsEnterprise-Level Benefits

• Maintain status quo for advanced users:

Users currently receiving enhanced

SMARTnet, Classified Network Support, or

Advanced Services will continue to receive

them at no additional cost

• Additional services: Enhanced SMARTnet

provided for up to 10% of installed base value

and points awarded based on enrollment tier

can be used for additional advanced services

• Training: Provide user licenses for Cisco

Technical Knowledge Library and other

potential training offerings

• Ease of ordering: Create a one-stop shop

for all Cisco services with ability to order off

product catalog (at an additional cost)

• Asset visibility: Provide a customized,

serialized asset management portal to track and

manage the DON’s >250,000 pieces of

equipment

• Streamlined administration: Eliminate

administrative burden of having to manage

>13,000 annual delivery orders and >300

suppliers

• Security: Mitigate risks to information assurance

and network security by improving coverage of

the network

• Compliance: Eliminate gray-market purchasing

by ensuring all orders are processed through the

JELA

• Cost Transparency: Full visibility into installed

base value, end-of-life requirements, and support

costs

• Alignment with DOD Strategic Roadmap

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DON Cisco SMARTnet Website

• The DON Cisco SMARTnet website can be accessed through the PEO-EIS

Portal at the following link:

https://navy.deps.mil/peoeis/sites/pmm110/ciscosmartnet/default.aspx

• DOD CAC required to access; utilizing email certification

1. DoD CISCO SMARTnet JELA Contract

2. SMARTnet Overview

3. CISCO Additional Services Overview

4. Cisco ICRS Portal

5. Information Portal

6. Training & FAQs

7. BSO Hierarchy & POCs

8. Policies & Governance

9. Cisco SMARTnet Fact Sheet

1 2 3 4 5

6 7 8 9

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What is Covered

• Equipment:– Equipment is considered to be all Cisco-branded hardware and

software eligible for SMARTnet coverage. Equipment ownership is determined by which organization has the Property Book accountability or if not on a Property Book, which organization has Operations and Maintenance responsibility for the equipment.

• Cisco SMARTnet:– Maintenance support is defined as follows: Global 24-hour

access to experts in the Cisco TAC

– Self-help support through Cisco.com

– 8x5x Next business day hardware replacement

– Updates, upgrades and patches for OS software and all licensed Feature sets

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SMARTnet

JELA Support - Unlimited

Cisco Support Website (Cisco.com)

• Immediate self-support through online resources

Software Updates

• Maintain the resiliency of your network- IOS and Application Software Updates- Protect investment, increase performance and add

new functionality for existing hardware

Advanced Hardware Replacement

• Maximize operational continuity, operations, and risk mitigation- Time-sensitive delivery - Next Business Day hardware replacement, upgrade

to 4-Hour replacement depending on enrollment model

Cisco Technical Assistance Center (TAC)

• Resolve issues to maintain network performance- Service-first, faster time to resolution- Global network and software engineers, certified

professionals with continuous training and rotations

- Adaptive trouble-shooting methodologies

Technical Knowledge Library

Access to Cisco intellectual property – including technical white papers, case studies, self-study guides, validated configurations, and on-demand videos

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JELA Additional Support -Limited

Limited Support:

• Cisco Technical Education

• 4-Hour Hardware Replacement

• Classified Network Services

Limited by Point Availability:

• Engineering Support

• Consulting Support

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• Interactive e-Learning portal, 13k+ modules

- All-Access Package: Data Center,

Network Basics, Route / Switch, Security,

Collaboration, Wireless

- Virtual labs

• Administrators can:

- Develop curricula based on training needs

- Track student activities, progress

- Report on overall portal and individual

module utilization

• Enrollee personnel can:

- Address immediate issues, self-serve,

avoid travel / downtime

- Prepare for Cisco certification

(certification testing not included)

Cisco Technical Education (CTE) - Overview

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• Replace critical networking

equipment within a 4-hour window

• Up to 10% of enrollee’s Cisco

installed base

• Limited coverage locations must be

pre-verified

4-Hour HardwareReplacement – Overview

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• Personalized high-touch support from

dedicated, cleared Cisco operations

managers and network engineers

• Expedited routing and call handling

• Transmit and receive classified information

via SIPR and VOSIP

• 8am–8pm x 5 Days/week

Classified Network Services (CNS) - Overview

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Engineering & Consulting Support - Overview

Deliverable-Based Engagements

Consulting: experienced technology, business, and management consultants with specific Defense expertise –example backgrounds:

• ICT professionals

• Enterprise Architects

• Business Analysts

• Data scientists

• Program and operations managers

• Strategic planning and facilitation expertise

• Governance expertise

• Communications expertise

• Project and Program Managers

• Network Consulting Engineers

• Technology Architects

UC,

Cloud,

Mobility,

Network Management,

Core (Service Provider/ Enterprise)

Engineering: network optimization and operation, network design engineering, project and program management, lab and test support

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DON CiscoSMARTnet Website

• The DON Cisco SMARTnet website can be accessed through the PEO-EIS

Portal at the following link:

https://navy.deps.mil/peoeis/sites/pmm110/ciscosmartnet/default.aspx

• DOD CAC required to access; utilizing email certification

1. DoD CISCO SMARTnet JELA Contract

2. SMARTnet Overview

3. CISCO Additional Services Overview

4. Cisco ICRS Portal

5. Information Portal

6. Training & FAQs

7. BSO Hierarchy & POCs

8. Policies & Governance

9. Cisco SMARTnet Fact Sheet

1 2 3 4 5

6 7 8 9

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POCs

Name Position/Role Email Address Telephone #

Christine Lamer DON Cisco Project Officer

christine.lamer@usmc.mil 703-432-7462

Maj Matthew Moreno

DON Cisco DeputyProject Officer

matthew.moreno@usmc.mil

703-432-7450

Dennis Fellin DON Cisco Contracting Officer

dennis.fellin@navy.mil 717-605-5659

Daja McEntire DON CISCO Customer Support

daja.mcentire.ctr@usmc.mil

703-432-7403

ICRS & SMARTnet Entitlement POC TAC Case Escalation POC

jela-cso@cisco.com donjela@cisco.com

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• DON Cisco SMARTnet Website* –

– https://navy.deps.mil/peoeis/sites/pmm110/ciscosmartnet/default.aspx

• DOD Cisco SMARTnet JELA Inventory, Collection & Reporting

System (lCRS)* –

– https://gs-pubtools.cisco.com/usnicrs/home.htm

• Cisco Support Site -

– www.cisco.com/cisco/web/support/index.html

Important Cisco SMARTnet

URLs

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Questions?

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