december 2010 partner support service overview. © 2010 cisco systems, inc. all rights reserved. 2...
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December 2010
Partner Support ServiceOverview
© 2010 Cisco Systems, Inc. All rights reserved. 2
Agenda
Collaborative Services, Customer Response
Collaborative Technical Support Defined
PSS Overview
How Smart Impacts PSS
Delivery, Eligibility
1
2
3
4
5
© 2010 Cisco Systems, Inc. All rights reserved. 3
Customers’ Response to Collaboration
84%*Find a collaborative
approach valuable or very valuable (offerings that
leverage partner expertise, with Cisco breadth, depth,
and vision)
Address mybusiness challenges with
solutions delivered by partners who combine partner’s knowledge of
my business with Cisco’s knowledge of Cisco
technology
93%*Find a collaborative
delivery approach (that allows partners to lead in close collaboration with Cisco) valuable or very
valuable
* Based on Cisco research (KS&R)of over 500 Global Customers
CollaborativeDelivery
Best of BothWorlds
CollaborativeApproach
© 2010 Cisco Systems, Inc. All rights reserved. 4
Two Distinct Services Address the Requirements
Partner Builds Upon, Sells and Delivers Partner Sells
CollaborativeServices
Cisco Branded Services
Partner Uses Cisco ServiceCapabilities As an
Ingredient “Inside” Their Unique Service Offerings
Partner Uses Cisco Services to Easily Extend Their Service Offerings
+ +
Cisco Intellectual Capital and Services Infrastructure Cisco Delivers
© 2010 Cisco Systems, Inc. All rights reserved. 5
1
Family of service offerings sold only to partnersCisco assets enable Partner Success, Progressive Collaborative Delivery Expands Partners’ Practices
Combines Cisco intellectual capital ,smart service innovation, and service infrastructure with a Partner’s resources to create a compelling solution
Consistent Program Structure, Portfolio Evolution, Efficient Operations, Partner Practice Differentiation
More Opportunity for Cisco and Partners
Partners Own Customer Relationship, More Risk-Sharing with Cisco, Optimizes Resources for Expanding Portfolio
Partner Success Through Cisco Collaborative Services
2
3
© 2010 Cisco Systems, Inc. All rights reserved. 6
Transforming Our Services PortfolioMeeting the Needs of Our Partners and Customers
Full Portfolio of Offers Routing and Switching
Security
WLAN
Unified Communications
TelePresence
Data Center/Virtualization
Partner Support Service
Smart Care
Collaborative Technical Support
Collaborative Professional Services
Collaborative Services
© 2010 Cisco Systems, Inc. All rights reserved. 7
Growth – Expand the Services Practice
Improve business processes Develop workforce effectiveness Manage change initiatives effectively
Increase Operational Efficiency
Collaborate uniquely Create new sources of competitive advantage Deliver services faster, more efficiently
Differentiation – Remain Competitive
Reduce investment Costs Improve collaboration tools Reduce lengthy time to market
Profitability – Lower Operating Costs
Increase customer satisfaction Better evaluate customer needs Accelerate services updates
Maintaining Customer Loyalty and Cross Selling
Create new services (innovation) Expand into new markets and geographies Expand current customer relationships
Partner Support ServiceResponding to Partner Needs
© 2010 Cisco Systems, Inc. All rights reserved. 8
Collaborative Technical Support
Reduce operational costs by leveraging smart service capabilities
Add new service deliverables, increase revenues, increase differentiation
Improve network visibility, increase service coverage, deliver personalized services
Proactively mitigate new risks and threats
Expedite response to device level issues
Increase customer satisfaction and retention
Benefits
Partner Support Service
For eligible partners, this service combines Cisco’s traditional support with new smart services that include installed base management, alert reporting and device diagnostics.
These new smart capabilities provide visibility to end customer devices and networks, enabling actionable intelligence that partners can use to lower delivery costs and expand existing service portfolios.
Partner Support Service
© 2010 Cisco Systems, Inc. All rights reserved. 9
Partner Feedback What Drives Value
IB Management Value Drivers Increase Service
Revenue Reduce Labor Costs
New customers Customer retention Reduces manpower to find & catalog devices
Faster Process
Alert Reporting
Device Diagnostics
Value Drivers Affect on Partners P&L Value Feedback
New customers
Value Drivers Affect on Partners P&L Value Feedback
New service Impending failure notification Reduced case handling time
10© 2010 Cisco Systems, Inc. All rights reserved.
Key Feature Summary
Inventory upload Cisco collector (SW download)
Partner accesses device Information via portal
Integrated inventory & device contract coverage
Inventory upload via inbound API option
Information access via outbound APIs
Partner optimisation enhancements
GA ReleaseInitial LA Release
Installed Base Management
IB Management
Inventory Management
Contract Management
Inventory
Value: Greater network visibility and integration with Cisco simplifies business operations, speeds problem resolution & enables pro-active support
11© 2010 Cisco Systems, Inc. All rights reserved.
Alert Reporting
Alert Reporting
Product
Key Feature Summary
Partner accesses affected devices via portal
Partner accesses alert details via portal
Information access via outbound APIs
Partner tools for creating reports dynamically
GA ReleaseInitial LA Release
For Collected Inventory
Intellishield Reports
PSIRT Reports
EOX Reports
HW Field Reports
Value: : Proactively identifies your customer's impacted devices therefore improving risk management and maintaining network health
12© 2010 Cisco Systems, Inc. All rights reserved.
Key Feature Summary
Notifications sent to partner
Correlation of alerts to Cisco diagnostic information and remediation steps
Historical alert reports and product inventory information
Enhanced notification mechanisms
Enhanced device diagnostics with inventory and contracts
GA ReleaseInitial LA Release
Device Diagnostics
Device Diagnostics
Diagnostics
Self Diagnostics
Environmental
System Log
Configuration
Value: Accelerates early diagnosis and remediation of issues through proactive, rules-based problem resolution, improving service delivery, increasing availability and mitigating risks
© 2010 Cisco Systems, Inc. All rights reserved. 13
Secure Connectivity T
Partner Support ServiceDelivery Flow
CustomerPartner
Device Alerts
Correlationand
Analytics
Knowledge Bases
Back-end Systems
Business Systems
Analytics3
Delivery Systems
Web Services
Network Operations
Business Systems
Network Information (Inventory, HW/SW, Configs)
Secure Connectivity
Hardware Replacement
Inventory Reports
Contract Mgmt Reports
Alert Reports
Notifications
TAC Support
OS and tools
1
Collection
Smart Collector2
Delivery Ops
Partner Resources
and Capabilities
44Cisco
© 2010 Cisco Systems, Inc. All rights reserved. 14
Partner Support Service Initial Service Release
Evaluation Only
• Smart Portal• Smart Bonding
© 2010 Cisco Systems, Inc. All rights reserved. 15
Partner Support ServiceUS and Canada Release Schedule
InitialEvaluation
PSS next version
PS
S V
0.5
Evaluation – one network per partner
Limited Availability – Purchasable service for unconstrained number
of customers
© 2010 Cisco Systems, Inc. All rights reserved. 16
How Cisco Defines Smart Capabilities:
Smart Is…
Benefits
Greater visibility into network health Access to proven best practices and expertise Operational effectiveness—increasing ROI Business effectiveness—better technology consumption Flexible options to meet different needs
Gathering data via ongoing secure connection Correlating data against Cisco intellectual capital Providing intelligence—proactive and predictive Delivered machine-to-machine or machine-to-person Delivering service via Web 2.0 technologies
© 2010 Cisco Systems, Inc. All rights reserved. 17
Expand sell higher value services for greater profitability
Differentiate services; gain a competitive edge
Increase customer satisfaction and retention with greater consistency, accuracy
Improve ongoing network health with increased reliability and performance
Reduce capital investments to grow practice
Effectively scale to meet customer demand with operational efficiency
Partner Support Service Benefits
© 2010 Cisco Systems, Inc. All rights reserved. 18
Partner Support Service EligibilityUnited States and Canada Theater
Eligibility for Partner Support Service Requires CSPP Participation and:
Gold Certification
Comprehensive Onsite Audit for Technical Support Services
And Minimum of the Following:
Cisco Master Unified Communications Specialization AND
Cisco Master Security Specialization AND
Cisco Advanced Data Center Networking Infrastructure Specialization AND
Cisco Advanced Data Center Storage Networking Specialization
© 2010 Cisco Systems, Inc. All rights reserved. 20
Features Benefits
Collaborative Technical SupportPartner Support Service
• Standard four pillars of support with smart capabilities and actionable intelligence
• Network device insight to resolve equipment resource issues
• Relevant best practices captured from hundreds of enterprise-level deployments
• Industry-leading service delivery methodologies, templates, and expertise
• A service delivery platform that automates the delivery of device inventory and reporting to customers
Device level support that incorporates smart service capabilities and Cisco expertise with partner resources to expand partners’ business practices.
Increase market penetration and global reach of network support services
Migrate customers from break-fix, device level support to solution-driven approach
Respond to rising cost pressures
Proactively mitigate new risks and threats
Respond to market and technology changes with predictive accuracy
Differentiate practice with higher levels of operational efficiency
Increase customer satisfaction and retention
© 2010 Cisco Systems, Inc. All rights reserved. 21
How We Market Together
+
Growth and Profitability
Simplification Flexibility Alignment
CollaborativeServices
Cisco Branded Services
Partner Value
Cisco Services
© 2010 Cisco Systems, Inc. All rights reserved. 22
Partner Support ServiceCapabilities
• Smart Portal• Smart Bonding
© 2010 Cisco Systems, Inc. All rights reserved. 23
Why Partner Support Service?
Cisco Intellectual
Capital
Smart Service
Innovation
Global Service
Infrastructure
Access intellectual capital for operational efficiency and business agility
Quickly respond to market and technology changes with actionable intelligence, accuracy
Combine Cisco smart capabilities with partner resources to ensure secure and reliable network performance
Develop proactive, personalized solutions that enable customer success, open new routes to market
Profitably expand practice with reusable assets for building a range of services
© 2010 Cisco Systems, Inc. All rights reserved. 24
Collaborative Technical Support
Reduce operational costs by leveraging smart service capabilities
Add new service deliverables, increase revenues, increase differentiation
Improve network visibility, increase service coverage, deliver personalized services
Proactively mitigate new risks and threats
Expedite response to device level issues
Increase customer satisfaction and retention
Benefits
Partner Support Service
For eligible partners, this service combines Cisco’s traditional support with new smart services that include installed base management, alert reporting and device diagnostics.
These new smart capabilities provide visibility to end customer devices and networks, enabling actionable intelligence that partners can use to lower delivery costs and expand existing service portfolios.
Partner Support Service
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