Know The Network Maintain Phase Internal Leading Practice Document
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Transcript of Know The Network Maintain Phase Internal Leading Practice Document
1© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialKTN0500_MACD Leading Practice_v1.2
Know The NetworkMaintain PhaseInternal Leading Practice Document
Service Contract Management
Maintain Team
March 1st, 2008
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References and Glossary
Summary
Approach / Process
Business value
Defining MACD
Agenda
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Definition
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Target Audience
Sales Team
The intended audience for this presentation is the internal Cisco Account Team.
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What is Leading Practice?
This Leading Practice document is based on worldwide input that has proven to reliably lead to the desired result of an effective and efficient utilization of MACD process.
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What is MACD?
MACD is a collaborative data management process between the Customer and Cisco to keep Cisco abreast of the changes in the Customer’s network, enabling Cisco to provide the required level of service
It includes defining or establishing an end-to-end processing model needed to ensure the people, process, and technologies are identified in order to support the process.
This process considers a number of factors including; business models, service levels, transaction volumes and processing cycle-times.
Move, Add, Change, or Delete
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Business Value
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Business Value
Meet Customer’s expectations with regard to service delivery performance and the accuracy of their service contract data, enabling entitlement
Enable Cisco and Customer in establishing and maintaining high data quality standards for their service contracts
Improve collaboration between Customer and Cisco to maintain the service contract data in-sync
Why MACD?
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Pre-requisites for an effective MACD
Contract Knowledge: The service contract owner (Partner/Customer) has a good understanding of their current Cisco service contract(s).
Governance of Data: The Partner/Customer understands that their service contract data governs two different contract areas:
• Contract pricing – which describes how the customer will reimburse Cisco for service coverage
• Contract service delivery – which describes the level of service, the installed locations, and the specific products that are covered for service.
Asset Management: The customer has access to asset management information on all equipment that should be covered under the service contract, and is aware of equipment moves, adds, changes, and deletions at the necessary level of granularity.
Change Management: The customer understands their responsibility to inform Cisco when equipment changes have occurred. This includes physical reconfigurations including the addition or removal of a card/component, equipment moves, equipment “refreshes”, coverage level changes, and when the customer wishes to terminate service for a piece of equipment.
The following customer pre-requisites are required in order to apply the Cisco MACD leading practices:
1
2
3
4
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Scope:The documented process only applies to engagements that have been approved for SCMP, that restrict use of a collector to the initial discovery and NOT for any on-going MACD.
The customer is expected to use their existing asset management system and network management personnel to track changes in their network, after the initial utilization of a collector.
The changes submitted to Cisco will be the “deltas” in their network as oppose to the snapshot of their network.
Whenever “Customer” is referred to, it assumes the following:
1. Partner
2. Partner/Customer
3. End Customer
If there are no Support team associated within the account, the Account Team will assume that role.
Assumptions:
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Approach
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Customer
Account Team
Recommended Process Flow
Log onto SCC/CSCC
Validate SN using SNIF
Deltas in network
No
Yes
Manual Process
Create Quote Validate Quote
Apply Special Discounts
Order Quote & Enter PO
Submit change requests in SCC/CSCC
Revenue Impact?
Special Handling Process
Customer Contacts
Cisco
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Customer
Account Team/ Account Support Team
CS Operations
Deltas in network
PopulatesTemplate
Sends to Cisco
Due Diligence Checklist
True-Up?$ or non-$MACD?
Process MACD
Non-$ Create Quote
Review Quote
Submit PO
Convert Quote
Cisco Contract Database
$-MACD
Yes
No
Verify Updated MACD
Track $ forfuture
True-Up
Notify Customer (Invoice/Credit)
Manual Process Flow
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Manual Process Roles and Responsibilities (RACI)
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Manual Process Global MACD Template
The MACD Template is in the Excel format and is produced by the Customer to capture the delta of changes in their network.
An example of a tab within the Template is displayed below.
Source Contract Number
Source Site ID
Target Contract Number
Reason Code CS Case Number
Cisco InputCustomer InputsContract to Contract_Site_Level_Move
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Manual Process Global MACD Template – Transactions
Add – Products that need to be added onto contract for coverage. New contracts can be created in this tab
Moves – Products that need to be moved from one location to another. Templates include:
1. Contract_to_Contract (C2C) Product Level Move
2. C2C Site Level Move
3. C2C Contract Level Move
4. Site_to_Site (S2S) Product Level Move
5. S2S Site Level Move
6. C2C & S2S Product Level Move
7. C2C & S2S Site Level Move
Terminations – Products that need to be removed from the contract
Search and Create – Creation of new installed sites for the use adding/moving products. Based on Cisco service availability.
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Manual ProcessCustomer Due Diligence
Note: If product(s) needs to me moved to a new site, the request for new site must be actioned first.
1
Capture and store network changes as a delta from month to month
2
Populate Cisco MACD template with current month’s delta changes in the appropriate tab
3 4
All fields under ‘Customer Input’ in each tab are mandatory and need to be populated
Send populated Cisco MACD template to your Cisco Account Team Representative via email
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Account Team ensures timely receipt of MACD template and forwards to Support Team
Manual ProcessAccount Team Due Diligence
Account Team ensures the following after quote is created:
1. Verifies that the quote reflects all revenue impacting deltas
2. Confirms pricing is accurate and applies necessary changes
3. Applies appropriate discount
4. Tracks if quote is for the entire delta or a subset
Account Team notifies Customer upon completion of requested MACD transactions
1
2
3
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Ensure template is complete (required attributes for the given transaction are populated)
Manual ProcessAccount Support Team Due Diligence
Map locations to Cisco Site IDs
1 2 3 4 5 6Validate all of the MACD template attributes (ensure that necessary validations for each attributes are performed)
Create new Cisco Site IDs when required
Create new Contracts if necessary
Prepare quotes for revenue impacting transactions
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Account Team
Raise a case thru email(service support alias) OR SCC
Right Now Tool
Access case
Account Support Team
End
Y
Partners
Start
Single S/N? Y
N SALT
SNIF
S/N Found
S/N Not Found
S/N Found
S/N Not Found
KBInfo
Partners
Under Contract?
Same Partner?
Create Quote in IQT
N
Request Installed Base Transfer Form
S/N* Not Found
N
Create Quote in CSCC/SCC
Y
Verify and correct S/N 1. Location of S/N in equipment can be found at->http://tools.cisco.com/Support/CPI/FetchSearchDrawing.do
2. Produce Show Version
Support Team
N
S/N Verified/Corrected?
Same as Previous
S/N*?
NSCM(Softline) Valid S/N
Format?
Y
S/N Found
N Y
Get Softline Approved
Manual ProcessSN/PID Validation
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Fallouts may occur at various stages of the MACD process. They are categorized as:1. Validation Fallout – When Account Support Team validates
all required attributes, there may be some fallouts (for example, SN, PID, contract number, and service types)
2. Site Fallout – Depending on the theatre the customer is based in, site data may be missing the mandatory information (for example, some countries require postal codes for sites whereas some only require city for sites)
3. Quote Fallout – Quote creation may also result in serviceability failures resulting in fallouts
Account Team may choose to process the fallouts within the current cycle or future cycle depending on percent of fallouts and or customer needs
MACD Fallouts
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1. Establishing a repeatable and accurate MACD data management process is essential for maintaining accurate Cisco Service Contract data
2. MACD process takes place during the agreed upon cycle, monthly is recommended
3. A glossary of key terms is included alongside reference materials to all relevant documents
4. Following the leading practices described in this document will raise the accuracy of the data, and lower the risk of service delivery problems
Summary
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References & Glossary
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References
1. Global MACD Template Global Template
2. Global MACD RACI MACD RACI
3. How to submit Request to CS Ops Submitting request to CS Ops by emailing:
4. SCC SCC Website SNIF
5. CSCC CSCC Website CSCC Support User Guide.pdf CSCC User Guide_External
6. CS MassMAT Templates Templates
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Glossary – Service Contract Terminology
Each Cisco service contract contains data that is critical in defining the requested service
Cisco service contracts have four (4) data components that are critical for Cisco to deliver accurate and timely service and support:
Service Level (type of service)1
Installed Location
Production Identification (PID)
Serial Number (for serialized devices)
2
3
4
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Glossary
Cisco offers different levels of service within their service contracts. The level of service defined in the contract drives operational decisions by Cisco about the location of parts and/or field engineers to service the customer.
The service level in the contract will also define the entitlement process that is used by Cisco in delivering the customer’s service request.
1 Service Levels
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The installed location is a critical data component in analyzing if the contract service level requested by the customer is currently available for each specific product. Some remote locations may not offer certain types of service due to part and/or field engineer limited availability.
Sometimes customers use a staging area to receive and configure products prior to deployment. If during this process customers deploy Cisco equipment to a new location, the customer needs to notify Cisco of the new Installed Location. When this new information is received by Cisco, it uses the CIBER system processes to scrub, validate, and reformat the address information before it is accepted into the contract.
Occasionally, the original address information submitted by the customer may be changed in order to comply with the address validation rules within Cisco. For example, if the State/Province provided is the full name, it may be changed to the appropriate code. Additionally, certain values in the address lines will be removed as inappropriate for an address, including “Do Not Use”, “Do Not Send”, single character address lines, etc. In other cases, the street number, street name, city and/or postal code may be changed to match the “correct” data provided by the postal service.
Cisco does not guarantee that the address in CIBER will be exactly the same as that submitted by the customer; however, the new address should represent the equivalent physical location.
2 Installed Location
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Although it may seem that identifying the installed product should be easy, that is not always the case. An installed product can be identified by multiple methods:
1. The ID used to order the product,
2. The ID registered electronically “within” the product, and
3. The “bundle” ID that is used when ordering a collection of products (e.g. more than one of the same product, different products that when ordered together provide a price break, etc.).
The Product ID found on Cisco’s Global Price List is the appropriate information that should be placed on the service contract. Using this information will ensure that the PID information maps to a “serviceable” product.
Frequently, customers will capture “electronic” inventory data from their network to identify the PID information. Data stored within the product’s electronic instrumentation may not always equal the PID found on the Global Price List. When using electronic inventory data, it is best to consult with a Cisco Service Sales Representative to ensure that the correct PID is being identified for the product.
Occasionally, products are ordered as “bundles” from Cisco in order simplify the equipment ordering process for the customer. For a Cisco service contract, the PID should represent the individual, “orderable” product, and not the “bundled” product ID. Using Cisco’s Global Price List, customer’s can identify the correct set of Product IDs for use in their contract.
3 Production Identification (PID)
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Similar to the Product ID, a Serial Number can be identified by multiple methods:
1. The SN recorded during the ordering of the product,
2. The SN registered electronically “within” the product, and
3. The SN (tag) attached to the product.
The “physical” SN should be used to uniquely identify the product on a service contract. At the time of manufacturing, a SN is assigned and a SN tag is attached to all major components. For certain products (i.e., Cards and Chassis), the same SN is also electronically recorded in the product so that it can retrieved remotely during an electronic inventory by the customer. Electronic inventory information can be very accurate for some products, however due to the variability in product types and instrumentation within each product type, all electronic data should be scrubbed, validated, and matched to “physical” SN data before it is entered on a service contract.
When new SN information (physical or electronic) is received by Cisco, it uses the CIBER system processes to scrub, validate, and reformat the serial number before it is accepted into the contract. This is accomplished by using validation rules and format checks for each product type. As stated earlier, having an accurate SN improves the accuracy of the PID. Cisco uses the SN data to research the manufacturing, shipment, and service history for a product, ultimately finding the “linked” PID within the database.
When customers can not provide SN data, the PID is normally assigned, however it is less reliable than when it is defined with a SN. Not having SN data raises the risk that the unique configuration of the product has not been accurately identified in the service contract. This potential impact of this risk is raised with premium level types of service where knowledge of exact configurations, part sparing, and field engineering become critical.
4 Serial Number (SN)
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