Partner Support Service 202

© 2013 Cisco and/or its affiliates. All rights reserved.

Partner Support Service 202

September 2013

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2

About this presentation

Audience• Partner business decision makers (see PSS 301 for a more technical presentation)

• Cisco PSDMs and BDMs

Prerequisite• PSS 101

Goals• Understand partner business implications of PSS

• Understand the process to assess and adopt the components of PSS


Agenda

PSS market growth

Review: PSS 101

Is Partner Support Service right for my business?

PSS adoption best practices

Key takeaways

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4

How do I integrate “smart” into my

offers and operations?

How do I maximize my CSPP rebates

with PSS?

Partner Challenges and Questions

How do I evaluate the fit of PSS to

my business?

How do I successfully

move from CBR to a Collaborative

model?


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


Partner Support Service

Drive Incremental Services Revenue

Increase Customer Loyalty

Improve Operational Support Margins

Combining visibility to end customer devices and networks with Cisco intellectual capital

Smart Capabilities

Software Updates Advance Hardware Replacement

IB Management Alert Reporting Device Diagnostics

Online Technical Resources Partner Access to Cisco TAC

Smart Interactions

- Smart Bonding - Smart Portal - Smart APIs - PSS Support Community

Foundational Capabilities

Develop and deploy services based on both foundational & smart capabilities


Agenda

PSS market growth

Review: PSS 101



Key takeaways


Partners• Over 500 Partners worldwide eligible to embed PSS into their offers

(47 in US&C; 56 in LATAM)

Smart Adoption• 150+ partners worldwide embedding PSS smart capabilities into their offers

• 240+ customers deployments worldwide of Smart-enabled Partner offers

Identified Opportunity*• Uncovered Chassis: well over 30%

• Chassis past Last Day of Support: ~14%

• Chassis reaching LDoS within the next 12 months: ~7%

PSS Results through FY13

*avg across all collected customer networks

9©2011 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute.

Strategic Initiatives

Processes, People, Technology

How can PSS enhance your processes and operations to support your strategic business goals?

Assessing Fit with your Current Business Model

Create Collaborative Offer

Insertion into NOC, Sales, Contract Management, etc.

Business

Goals

Grow Managed Service Practice


Am I already delivering

Collaborative services?

Are my MS customers

calling me or Cisco for break/fix?

What is my predominant

business model?

Identifying your Starting Point

Do I have the procedures and

tools (TT, CMDB) to support mycustomers?


Agenda

Review: PSS 101



Key takeaways

PSS market growth


Crawl Walk Run Sprint

Pilot 2 customers 12 customers Scale

Best practice: Phased adoption


PSS adoption best practices: Adoption “tracks”

Go-to-Market & Scale track:Marketing, Sales, Legal, Finance

Smart Adoption track:Deploy, Operate, Business Impact, Benefits

Ops & Delivery track:Foundation Service Delivery, Maximize Rebates


Run

12 customers

Sprint

Scale

Run

12 customers

Sprint

Scale

Crawl

Pilot

Walk

2 customers


Operations & Delivery Track

Smart Adoption Track

Go-to-Market & Scale Track



• Ensure your readiness for collaborative service delivery under the CSPP frameworkPurpose

Milestones and Activities

• Identify target PSS customers & analyze potential rebates

• Ensure your Help Desk has capability to resolve cases

Desired Outcomes• Order PSS for a select group of customers

• Measure rebate results

Smart Adoption Go-to-Market & Scale Operations & Delivery


Operations & Delivery Track – Milestones

Milestones Owner DescriptionInitial delivery capability review PBC/Partner WebEx meeting

PBC - initial IB analysis and review PBC PBC metrics analysis of the partner customer base from a delivery metric POV. This analysis results

in a "what if" scenario projecting expected rebates if these customers renewed as PSS contracts.

Target PSS customers list for PSS ordering

PSDM/BDM/PARTNER Based on the PBC analysis, the partner will create a list of good PSS candidates.

Target PSS customer list analysis PBC/PSDM/PARTNER

Further drill down based on the PBC analysis. In some cases need to agree on included customer name conventions, contract numbers, data validity, methodology, etc.

Partner delivery gap analysis based on PBC analysis PBC Partner readiness to resolve L0-L2 incidents w/o escalating to Cisco.

Target PSS customer list agreed PARTNER Based on the analysis, a list is locked and dated.Internal process review - collaborative delivery PBC/PARTNER Mainly evaluation of NOC and contract renewal processes.

Q&O training PSDM/PARTNER PSS quoting and Ordering readiness PSDM/PARTNER Making sure the partner imported the price file and can order. Create test quotes.

PSS quote to pilot customers PARTNER Validate by PSDM. Compare to SNT pricing.PSS ordered to pilot customers PARTNER

PBC - initial IB analysis and review

PBCPBC metrics analysis of the partner customer base from a delivery metric POV. This analysis results in a "what if" scenario projecting expected rebates if these customers renewed as PSS contracts.


Example: Target PSS Customer Analysis

Cisco TAC Case Categories

Case Complexity



Example: Target PSS Customer Rebate Projection

• Identity best customer targets

• Minimize your SR / RMAs to maximize your rebates



Smart Capabilities Adoption Track

• Key stakeholders understand the value of smart• Smart incorporated into operations• Ready to scale smart

Desired Outcomes

• Deploy smart with 3-5 pilot customers• Review smart data and value with key stakeholders• Identify improvements based on pilot results

Milestones and Activities

• Test drive smart services• Understand their impact on your businessPurpose

Operations & Delivery Go-to-Market & Scale Smart Adoption


Smart Adoption Track – Milestones

Step Milestones Owner Description

1 Smart components socialization with executive champions and stakeholders. BDM

There should be at least one champion from sales, marketing, and operations/NOC. Describe and discuss smart components in terms of top line revenue growth, lowering operating margins, and increasing customer loyalty to business owners and technical team in terms of partner vision/goals and strategies . The goal is to get in buy-in and clear stakeholder support. Additionally, milestones should be shared and a venue for updates to executives provided.

2 PSS technical knowledge transfer EMThe Engagement Manager (EM) works with partner designee to help ensure an orderly pilot. This should be the minimum required to deploy the pilot.

3 Smart Portal COLT training and registration completed EM/PARTNER EM to provide training to partner and assist in registration.

4 Target customers for Smart pilot identified and agreed upon PSDM/BDM/PARTNER Based on the PBC analysis. Customers who fit the profile, fit the metrics,

and have a renewal approaching.

5 Smart services pilot deployment initiated EM/BDM/PARTNER

This pilot is preferably with a few friendly customers. The documentation needs to cover partner and customer benefits to help the partner "sell" the pilot to the customer.

6 IB&A (collector deployed, inventory uploaded) BDM/EM/PARTNER

Use the data to uncover sales opportunities, opportunities to lower service delivery costs, and opportunities to differentiate in the market. Work with partner leads to understand data


Smart Adoption Track – Milestones (Continued)

Step Milestones Owner Description7 Smart Portal data reviewed and analyzed by partner

exec sponsor and stakeholders.BDM/PARTNER Business presentation of information uncovered from the collection.

8Smart Portal data presented to partner's functional groups to identify ways to "smart-enable" their current workflows

BDM/EM/PARTNER

An onsite meeting to review specific business opportunities for each functional area (sales, marketing, contract management, help desk, NOC operations). Opportunities must be captured and prioritized within a partner-driven implementation plan.

9 Internal process review - smart services integration BDM/PARTNER Review lessons learned, and begin to formulate GTM ideas.

10 Repeat customer pilotsBDM/EM/PARTNER

Repeat initial deployment(s) and data analysis with more customers. See the Envision methodology present in the playbook. The partner should aim for 3-5 pilot customer deployments.

11 Prepare business case and implmentation plan for partner exec approval

BDM/EM/PARTNER

Includes market need/opportunity, partner offer(s), customer benefits, operations implementation plan, resource requirements, etc. as part of proposal to partner to scale PSS.

Smart Portal data presented to partner's functional groups to identify ways to "smart-enable" their current workflows

BDM/EM/PARTNER

An onsite meeting to review specific business opportunities for each functional area (sales, marketing, contract management, help desk, NOC operations). Opportunities must be captured and prioritized within a partner-driven implementation plan.



Coverage Opportunity in a Customer Network

Contract Status

Count of Contract StatusRow Labels Chassis-Catalyst 2960S-48FPS-L Switch 1Catalyst 2960S-48LPS-L Switch 8Catalyst 2960S-48TS-L Switch 1Cisco 1841 Integrated Services Router 6Cisco 1941 Integrated Services Router 2Cisco 2811 Integrated Services Router 19Cisco 2851 Integrated Services Router 2Cisco 2911 Integrated Services Router 8Cisco 837 ADSL Broadband Router 2Cisco 877 Integrated Services Router 2Cisco 880 3G Integrated Services Router 3Cisco 887VA M Integrated Services Router 2Cisco ASA 5520 Adaptive Security Appliance 1Cisco ASR 1001 Router 2Cisco Catalyst 2950C 24 Switch 1Cisco Catalyst 2950G 24 EI Switch 1Cisco Catalyst 2950G 48 EI Switch 5Cisco Catalyst 2960-24TC Switch 3Cisco Catalyst 2960G-24TC Switch 2Cisco Catalyst 2960S-48FPD Switch 11Cisco Catalyst 3560-48PS Switch 1Cisco Catalyst 3560-48TS Switch 1Cisco Catalyst 3560G-24TS Switch 2Cisco Catalyst 3560G-48PS Switch 2Cisco Catalyst 3560G-48TS Switch 4Cisco Catalyst 3750-24FS Switch 1Cisco Catalyst 4507R Switch 2Cisco Catalyst 6509 Switch 2Cisco ME 3400G-12CS-A Switch 2ME3400 1Not Available 2(blank)Grand Total 102

ACTIVE OVERDUE0

10

20

30

40

50

60

Chassis Coverage

UN-COVERED

UNCOVERED DEVICES

DEVICES IN INSTALLED BASE

• 37 out of 102 chassis are not covered by a support contract

• 10 chassis are overdue


Product Refresh Opportunity: LDoSEoLDoS Count of

Product Family2007-Mar-01 32011-Dec-31 62012-Jun-28 22012-Nov-30 22013-Oct-31 12013-Dec-31 62014-Mar-15 12014-Nov-27 12014-Dec-27 32015-Jul-31 72016-Oct-31 272016-Nov-30 32016-Dec-31 22017-Jul-31 82017-Sep-30 12017-Oct-31 62018-Jan-31 112018-Mar-31 76Grand Total 166

• 12% of the installed based is due for refresh!

• 13 devices past EoLDoS• 7 more this year• 5 more in 2014



OS fragmentation


• Consulting Opportunity ($$)

• Consolidation can Lower Partner Operational Costs


Map “As-is” Processes

Document Processes:

ProcessesPeople & TasksTechnology & ToolsKey Metrics

Analyzing Business Processes for Introducing “Smart”

Enhance Processes Via: Smart Collectors Reports & Alerts Smart Portal APIs Device Diagnostics Smart Bonding

Identify Gaps & Implement

Improvements

Ongoing “Smart-enabled” Processes

Manage Processes Via:

Documentation

KPIs

Ongoing optimization

Prepared by partner in advance During workshop On-going by partner


Example: Enhancing Generic Entitlement Process

SN and contract validated using IB Management

Correct entitlement

Case escalated to Cisco

Initiate a support case

Updated Process with Installed Base Management:

• Identify People, Technology & Tools throughout Process

• Identify Key Performance Indicators (KPIs)

Initiate a support case

Entitlement accepted (Y/N)

or resolution required

Search for SN and contract

number

Case escalated to Cisco

Serial # and contract

validated by Cisco (Y/N)

Entitlement accepted or resolution required

Call-in Determine Device Details

Validate Entitlement Escalate Validate Entitlement Resolved/Corrected

Existing Process:


Go-to-Market & Scale Track

• Launched a collaborative offer

• Partner built a smart-based offeringDesired Outcomes

• Develop a collaborative/smart offer

• Integrate “smart” into day-to-day operationsMilestones and Activities

• Scale to a fully integrated & repeatable process Purpose

Operations & Delivery Smart Adoption Go-to-Market & Scale


Go-to-Market Track – Milestones

Milestones Owner

Detailed offer development – based on pilots PARTNER

Internal contract management and ops process re-engineering PARTNER

External offer definition PARTNER

Define target market and develop marketing plan PARTNER

Develop sales plan and compensation PARTNER

Address legal aspects PARTNER

Develop ops training materials PARTNER

Develop sales training materials PARTNER

Launch new offer PARTNER

Define target market and develop marketing plan PARTNER


Go-to-Market Strategy depends greatly on the Partner’s business goals and market strategy

• Enhancing existing offers

• Creating new offers

• RFI/RFP submissions

• Offense/Defense


Run

12 customers

Sprint

Scale

Run

12 customers

Sprint

Scale

Crawl

Pilot

Walk

2 customers



Smart Adoption Track

Go-to-Market & Scale track


Agenda

Review: PSS 101


Key takeaways

PSS market growth



Key takeaways

• PSS can help your business become more profitable while differentiating your offering

• Cisco has developed a proven adoption methodology, helping you to become more successful quickly

• Cisco PSS resources are in place with the expertise to help you succeed

• Approach your PSDM in order to kick-off the process

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