Cisco Confidential 1© 2011 Cisco and/or its affiliates. All rights reserved.

Smart Net Total CarePartner Smart Talk Series – August 6th, 2013Smart Net Total Care 101

Scott Schell – Smart Service Business Development Manager

Agenda

• Cisco Smart Services

• Smart Net Total Care Review

• Smart Net Total Care Partner value

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What Makes a Cisco Service “Smart”?…Which Collect

Cisco Installed Base & DiagnosticData

Services with…

Automated Software-EnabledCapabilities

Cisco’s Deep Knowledge Base

…Which Is Analyzedand Compared With

++

…to Provide

Actionable Insight

CISCO DEEP KNOWLEDGE BASE25 years of networking innovation & leadership

50 million installed devices

6 million annual customer interactions

90,000+ technical documents

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Cisco Smart Net Total Care Service

Increase operational efficiency and improve risk management through smart services capabilities

Smart Net Total Care

Device Diagnostics

Alerts(+PSIRTs)

Installed Base andContract Management

Technical Assistance

(TAC)

Online Technical

Resources

SoftwareUpdates

Advance Hardware

Replacement

Smart Capabilities

Foundational Technical Services

Capabilities

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Smart Net Total CarePartner Value

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….with each customer you could reveal their uncovered Cisco products?

Grow SMARTnet revenue

….you gave each customer an accurate view of their end-of-support Cisco products?

Sell new Cisco products

….you gave the customer on-going up-to-date installed base and contract information?

Faster and more efficient SMARTnet renewals

….you could inform your customer about a published Cisco alert that would preempt network disruption?

PRICELESS!

Smart Net Total CareWhat If….

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Smart Net Total CareCustomer Value

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So many products and

contracts – it’s hard to manage

them all

With so many alerts - it’s hard to find the ones that apply to me

Entitlement issues take too long to resolve

Life cycle planning data is too hard to find

and use

Are my Cisco products covered

with the right contracts?

Smart Net Total Care Installed Base Management – What’s the Problem?

Tracking serial numbers and

contracts manually is

costly and error prone

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Detailed inventory reports and analysis via intuitive web portal!

Validate your Cisco installed

base

Identify products without service

coverage, with support about to expire, or past

LDoS

Smart Net Total Care Installed Base and Contract Management

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Deleted devices

86 devices added

See changes between July 1

and November 1

Know what changed in your network!

Card Added

Easily drill down to see details of added device

Smart Net Total Care Installed Base and Contract Management

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Alerts are correlated against your Cisco installed base!

A complete view of product alerts

specific to installed base

• Product Security Incident Response Team (PSIRT)

• Software alerts

• Hardware alerts

• Field notice alerts

Smart Net Total Care Proactive Alert Management

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Alerts are correlated against your Cisco installed base!

Shows all devices affected by specific alert

Easily drill down to find all details

of an alert

Smart Net Total Care Proactive Alert Management

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Know the status of your network devices – when do they go EoX?

Smart Net Total Care Detailed EoX Information – Know your Risk

Know your risk! EoX status detail and

number of devices effected

Drill down on each category for detailed

information

OR run the Aggregated Report for a comprehensive view

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Smart Net Total Care Detailed EoX Information – Know your Risk

Know the status of your network devices – when do they go EoX?

Device Detail

EoX Dates

Search for specific device

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Smart Net Total Care identifies the customers Cisco inventory and securely communicates this to Cisco’s data center, where it is analyzed against Cisco manufacturing, security, shipping, and contract data. Resulting in a comprehensive view of their

installed base, service contracts, and product alerts.

Smart Net Total CareCustomer Needs SNTC Value

Accurate view of IB and Contracts

Actionable Reports

Contract Consolidation

Entitlement Confidence

Contract Renewal Ease

Timely RMA Assurance

Device Life Cycle Data

Device Specific Alert Notification

• “I want to identify my serial numbers and map to contracts.”

• “Doing this manually is costing me time and money.”

• “I want my records to be accurate and up to date.”

• “I want to simplify my service renewal process.”

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Top 10 International Bank

• What are the gaps and overlaps in service coverage?

• Are any network devices near or at EOL?

Customer Challenge

Impact on Customer• Identified 20% of network

devices were at or near retirement

• Determined more than 2/3 of chassis were uncovered by service contract

• Gained tighter control of its cost structure and improved SLA

• Cisco Smart Net Total Care Service to provide insights and proactive network support on a continuous basis

Cisco Solution

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Smart Net Total CarePartner Value

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….with each customer you could reveal their uncovered Cisco products?

Grow SMARTnet revenue

….you gave each customer an accurate view of their end-of-support Cisco products?

Sell new Cisco products

….you gave the customer on-going up-to-date installed base and contract information?

Faster and more efficient SMARTnet renewals

….you could inform your customer about a published Cisco alert that would preempt network disruption?

PRICELESS!

Smart Net Total CareWhat If….

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USE SNTC DATA TO BUILD A CONSULTATIVE PRACTICE ENABLING STRATEGIC CONVERSATIONS WITH YOUR

CUSTOMERS • Show your customer all changes to their network on a weekly basis, ensure they

know what is happening in their environment Inventory Delta Report

• Assure all RMAs and other MACDs are confirmed and SMARTnet adjustments are made Inventory Delta Report, Contracts Report

• Preempt network disruptions by proactively identifying and notifying users of installed devices impacted by Cisco published security alerts and advisories Alert Delta Report

• Develop a migration plan with the customer for EoS/EoL devices, removing the risk of network disruption and allowing timely replacement and accurate budgeting of cost for the customer Aggregated Report

• QBR Support – show your customer the changes in their network, illustrate the risk avoidance from device coverage, alerts, EoL/EoS Inventory Report, Inventory Delta Report, Alert Delta Report, Aggregated Report, Contracts Report

Smart Net Total CareTransactional to Consultative….“Stickiness Factor”

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Smart Net Total CareOpportunity Identification

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Smart Net Total Care Identifying an SNTC OpportunityTarget Customer –

• Has large and diverse base of Cisco products

• Having trouble managing the alerts released from Cisco and how they affect their Cisco products

• Reconciliation and contract renewals are a manual, labor intensive process

• Limited visibility into coverage of the Cisco inventory

• Limited visibility into EoS/EoL information

• When there is a problem, entitlement issues slow down resolution

Compelling Events –

• Rapid network growth or recent acquisition

• Network redesign and consolidation as the result of a corporate merger

• New technology purchase plans and need for correct installed base inventory

• Recent participation in a KTN or network assessment

• Approaching SMARTnet contract renewal

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Tools & ResourcesFor More Information – internal audience only

• Visit the Americas Smart Services WebEx Social page to access webinar recordings, presentations, training, information, and sales tools

• Checkout the upcoming Smart Talk Series sessions – 101, 202, and 303 and register here

• Contact Scott Schell at scschell@cisco.com for all Smart Net Total Care questions, issues, and support

Thank You!