1 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. Partner Support Service Overview January 2012 2 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. Transforming Your Business: The Impact of Smart Services Partner Support Service: Service Overview Working Together Smarter: Getting Started with PSS 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 4 automated and technology-enabled connectivity and intelligence Harvard Business Review automated and technology-enabled connectivity and intelligence Harvard Business Review Raises the Bar 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 5 Cisco 11,800+ Services Employees, 180+ Countries 19 facilities, 17+ languages 90K+ technical docs 600+ best practices Web Support: 77% solved online, 2.5M+ visitors/monthly Cisco 11,800+ Services Employees, 180+ Countries 19 facilities, 17+ languages 90K+ technical docs 600+ best practices Web Support: 77% solved online, 2.5M+ visitors/monthly Partners Understanding of your customers business Customer network knowledge, not just devices Insight beyond Cisco Vertical expertise Advanced certifications Partners Understanding of your customers business Customer network knowledge, not just devices Insight beyond Cisco Vertical expertise Advanced certifications 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 6 Person-to-Person Enhanced plan, build, run services Customers Cisco/Partners Machine-to-Machine Automated, real-time network and application visibility and issue resolution Customers Cisco/Partners Self Service Access to analysis and proactive advice via portal Customers Cisco/Partners Smart Services Capabilities CISCO Intellectual Capital Data Analysis Automated Insight 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 7 Branded Services Collaborative Services Performance Management Eligibility Compensation 2011 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 8 Network Optimization Service Remote Management Services Smart Net Total Care SMARTnet with Smart Call Home NOS with Smart Analytics Network Optimization Service Remote Management Services Smart Net Total Care SMARTnet with Smart Call Home NOS with Smart Analytics Partner Support Service Smart Care Collaborative Professional Services Partner Support Service Smart Care Collaborative Professional Services Branded Services Collaborative Services 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 10 Increase Customer Loyalty by... Drive Incremental Services Revenue by... Improve Operational Support Margins by... Assuring customers critical devices have support coverage Rolling out new services to customers and markets Bringing services to market more quickly Simplifying contract management Automating business process workflows with Cisco Deepening business process integration Increasing stickiness through unique and continuous value Ensuring business continuity by proactively preventing issues Providing expertise and services across all phases of plan, build and run 11 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. Drive Incremental Services Revenue Increase Customer Loyalty Improve Operational Support Margins Licensing Partner Access to Cisco TAC Online Technical Resources Advance Hardware Replacement OS Software Updates IB Management Alert Reporting Device Diagnostics Smart Interactions Smart Bonding Smart Portal Smart Interactions Smart Bonding Smart Portal Foundational Capabilities Smart Capabilities Partners develop and deploy services based on both foundational and smart capabilities Combining visibility to end customer devices and networks with Cisco intellectual capital 12 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. Partner Network Information (Inventory, HW/SW, Configs) Device Alerts Network Information (Inventory, HW/SW, Configs) Device Alerts Knowledge Bases Back-end Systems Business Systems Analytics Delivery Systems Web Services Network Operations Business Systems Your customized Service Offering TAC Support OS and Tools Notifications Inventory Reports Contract Mgmt reports Alert Reports Customer Collection 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 13 Licensing Partner Access to Cisco TAC Online Technical Resources Advance Hardware Replacement OS Software Updates IB Management Alert Reporting Device Diagnostics Smart Interactions Smart Bonding Smart Portal Smart Interactions Smart Bonding Smart Portal Rapid problem resolution; 24-hour business continuity; improve operational efficiency Direct, 24x7 access to Cisco TAC Extensive Cisco online self-help Rapid fulfillment of hardware replacement Anytime access to eligible software updates Options for onsite field engineer to install replacement parts Direct, 24x7 access to Cisco TAC Extensive Cisco online self-help Rapid fulfillment of hardware replacement Anytime access to eligible software updates Options for onsite field engineer to install replacement parts 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 14 Licensing Partner Access to Cisco TAC Online Technical Resources Advance Hardware Replacement OS Software Updates IB Management Alert Reporting Device Diagnostics Smart Interactions Smart Bonding Smart Portal Smart Interactions Smart Bonding Smart Portal Effective management of entitlements, contracts, inventory, and RMAs Opens up new revenue opportunities Reduces cost of (renewal) sales Simplifies business operations Increases operational efficiency Opens up new revenue opportunities Reduces cost of (renewal) sales Simplifies business operations Increases operational efficiency 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 15 Detailed Inventory Reports and Analysis Visibility that critical Cisco products are covered with proper service contracts Summary reports Delta reports for moves/adds/changes Visibility that critical Cisco products are covered with proper service contracts Summary reports Delta reports for moves/adds/changes Improved Visibility to Customers Cisco Installed Base Ongoing collection of primary Cisco device information from your customer networks Correlation and validation against Cisco intellectual capital Improved Visibility to Customers Cisco Installed Base Ongoing collection of primary Cisco device information from your customer networks Correlation and validation against Cisco intellectual capital 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 16 Global partners sales team wanted to drive higher attach rate revenue Partner Business Operations wanted to be more effective supporting Sales Customer wanted assurance that their critical infrastructure was covered Challenge IB management is used to collect and upload information Uncovered devices reports presented in PSS Smart Portal Partner uses results to provide customer with ongoing comprehensive coverage Solution Results Higher attach rate achieved True-up for uncovered inventory added service contract revenue Greater business continuity for customer Higher attach rate achieved True-up for uncovered inventory added service contract revenue Greater business continuity for customer 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 17 Licensing Partner Access to Cisco TAC Online Technical Resources Advance Hardware Replacement OS Software Updates IB Management Alert Reporting Device Diagnostics Smart Interactions Smart Bonding Smart Portal Smart Interactions Smart Bonding Smart Portal Proactively identifies affected devices, therefore improving risk management and maintaining network health Filters on customers installed base Improves customer risk management Faster problem resolution Increases customer loyalty Filters on customers installed base Improves customer risk management Faster problem resolution Increases customer loyalty 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 18 Alerts and Notifications Are Correlated Against Customers Cisco Installed Base Product Security Incident Response Team (PSIRT) Software and hardware alerts Field notice alerts Alerts and Notifications Are Correlated Against Customers Cisco Installed Base Product Security Incident Response Team (PSIRT) Software and hardware alerts Field notice alerts You see only those alerts that apply to their customers Cisco assets You determine what action needs to be taken and schedule the activity You see only those alerts that apply to their customers Cisco assets You determine what action needs to be taken and schedule the activity Alerts Are Posted and Saved in the Portal 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 19 Partner receives call from customer with router failure, unclear if systemic Engineer misses the potential issue while sorting through unfiltered information Challenge Partner reviews filtered alert information using PSS Smart Portal Alerts report indicates if there any other known outstanding issues on Cisco product Solution Results Proactively identifies affected devicesimproving risk management Reduces reactive calls into partner support, replacing with proactive support Proactively identifies affected devicesimproving risk management Reduces reactive calls into partner support, replacing with proactive support 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 20 Licensing Partner Access to Cisco TAC Online Technical Resources Advance Hardware Replacement OS Software Updates IB Management Alert Reporting Device Diagnostics Smart Interactions Smart Bonding Smart Portal Smart Interactions Smart Bonding Smart Portal Accelerates early diagnosis and remediation of issues through proactive, rules-based problem resolution Improves service delivery Lowers support costs Higher rebates due to service request performance metrics Improves service delivery Lowers support costs Higher rebates due to service request performance metrics 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 21 Embedded on a broad range of Cisco hardware Enabled Devices Deliver 2a4x7 Proactive Diagnostics and Alerts Correlated with Cisco Intellectual capital Proactive, rules-based problem resolution Deliver Alerts and Remediation Advice to Partners Available in the Partner Support Service Portal 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 22 Known problems often are uncovered late in the diagnosis Partner wants to provide a more proactive service delivery approach Challenge Device diagnostics creates analert at the time of potential failure Test results and recommended remediation are appropriately routed Solution Results Partner is able to either resolve the issue directly, or escalate to Cisco TAC more quicklyaccelerating early diagnosis and remediation 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 23 Licensing Partner Access to Cisco TAC Online Technical Resources Advance Hardware Replacement OS Software Updates IB Management Alert Reporting Device Diagnostics Smart Interactions Smart Bonding Smart Portal Smart Interactions Smart Bonding Smart Portal Differentiated support, faster access to entitled services, and integrated technical support experience across TAC Improves productivity and operational efficiency Promotes customer satisfaction through faster remediation Increases customer loyalty Improves productivity and operational efficiency Promotes customer satisfaction through faster remediation Increases customer loyalty 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 24 Following a standardized procedure Connect your case management system to Ciscos TAC Systematically escalate case details to Cisco directly from your system Case details are seamlessly transferred Enable Cisco TAC Engineers to start working cases from the outset of escalation Eliminating swivel chair processes 25 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. After Partner Cisco Partner Support ProcessCisco Support Process Internet Incident&Problem Management Incident&Problem Management CRM: C3 Before Swivel-chair support Case escalation via phone or web portal (TSRT) Case notes updates transitioned to Cisco Overlapping cases 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 26 Assuring customers critical devices have support coverage Rolling out new services to customers and markets Bringing services to market more quickly Increasing stickiness through unique and continuous value Ensuring business continuity by proactively preventing issues Providing expertise and services across all phases of plan, build and run Simplifying contract management Automating business process workflows with Cisco Deepening business process integration Increase Customer Loyalty by... Drive Incremental Services Revenue by... Improve Operational Support Margins by... 27 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. Licensing Partner Access to Cisco TAC Online Technical Resources Advance Hardware Replacement OS Software Updates IB Management Alert Reporting Device Diagnostics Smart Interactions Smart Bonding Smart Portal Smart Interactions Smart Bonding Smart Portal Foundational Capabilities Smart Capabilities Drive Incremental Services Revenue Increase Customer Loyalty Improve Operational Support Margins 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 29 Business Track: Determine Fit and Business Impact Technology Track: Understand Functionality and Capabilities 30 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. WHO Order management Contracts management Marketing Services product management Others? WHO Order management Contracts management Marketing Services product management Others? WHAT PSS Quoting & Ordering Standard offerings Custom offerings/RFP New services Sales readiness WHAT PSS Quoting & Ordering Standard offerings Custom offerings/RFP New services Sales readiness BusinessTrack: Portfolio Development, GTM, Ordering, Quoting WHO Service delivery/NOC management IT ops: systems/tools Logistics: Inventory/RMA management Others? WHO Service delivery/NOC management IT ops: systems/tools Logistics: Inventory/RMA management Others? WHAT Install Base Management Product Alerts DeviceDiagnostics Smart Bonding APIs WHAT Install Base Management Product Alerts DeviceDiagnostics Smart Bonding APIs Service OPS Track: Integration of Smart Services and Delivery 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 31 Collaborating START Lets TODAY Contact your Cisco Partner Services Development Manager or Visit us at Partner Support ServicePartner Support Service 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 33 Cisco Services Partner Support Service For Resale Partners Partner Support Service For Managed Services Partners Certification Required Cisco Gold Certified Partner (Premier by Nomination) Master MSCP Certified Specialization RequiredAudit Additional Requirements Minimum of the following specifications: Cisco Master Unified Communications Cisco Master Security AND EITHER Cisco Advanced Data Center Networking Infrastructure + Cisco Advanced Data Center Storage Networking OR Cisco Advanced Data Center Architecture Yes Certain pre-chasm technologies (e.g. Video, Data Center, NGN) will require additional Specialization, Designations, or ATPs Cisco Powered Managed Connectivity OR A minimum of three other Cisco Powered managed services designations in at least three distinct categories Yes For global transactions, Premiere in the geography where they want to purchase Certain pre-chasm technologies will require additional ATPs, etc. 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 34 Join CSPP PSS Knowledge PSS Knowledge PSS Eligibility CSPP Metrics, Rewards Envision Part 1 Level Set: What Is Your Starting Point? Define Your Collaborative Services Offer Envision Part 2 Create Implementation andGTM Plan Execute Plan/Trial with Customers Launch: Market, Sell and Deliver Feedback ReadySetGo Launch Envision Build and Operate Phases