december 2010 partner support service overview. © 2010 cisco systems, inc. all rights reserved. 2...

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


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


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


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


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


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



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


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 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


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


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


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


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


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

http://www.true-north-agency.com/cisco/vse/demo/index.html




Partner Support Service Initial Service Release

Evaluation Only

• Smart Portal• Smart Bonding


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


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


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


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


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


Respond to market and technology changes with predictive accuracy

Differentiate practice with higher levels of operational efficiency



How We Market Together

+

Growth and Profitability

Simplification Flexibility Alignment

CollaborativeServices

Cisco Branded Services

Partner Value

Cisco Services


Partner Support ServiceCapabilities

• Smart Portal• Smart Bonding


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



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


Expedite response to device level issues


Benefits


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.


december 2010 partner support service overview. © 2010 cisco systems, inc. all rights reserved. 2...

Documents

cisco services

cisco systems

cisco collaborative

cisco valuable

services infrastructure

cisco service capabilities

cisco breadth

partner support service