Riyadh, Saudi Arabia February, 2013 Cisco Smart Services ... · EXCELLENCE 2011 Service Excellence...

Riyadh, Saudi Arabia

February, 2013

Cisco Smart Services: Helping You to Realize your Cisco Investments

Nick Gould Azzam Hamzah

Business Development Manager Services Account Manager

Smart & Operate Services

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 2

Agenda • Quick Overview of Smart Net Services

• Smart Services and Smart Net Total Care

• Focused Technical Support Services (FTS)

• Technical Support Services Portfolio (The Big One Picture)

Quick Overview of Smart Net Services


Cisco SMARTnet Service

Improve network and IT infrastructure performance with direct, online, and onsite support

Capabilities and Features

• 24x7 global access to Cisco experts

• Self-help tools and documentation on Cisco.com

• Flexible hardware replacement options

• Option for onsite engineering support

• Operating system support and updates

• Proactive device diagnostics and alerts with Smart Call Home

Enterprise Public Sector Service Provider Commercial

Cisco Public 5 © 2012 Cisco and/or its affiliates. All rights reserved.

Consistently Recognized for Industry-leading Services Innovation, Best Practices, and Services Excellence

2011 #1 in Usability (second year in a row)

Cisco Support Community:

Mobility and Social Media

BEST ONLINE

SUPPORT

BEST SERVICE

DELIVERY

OPTIMIZATION

BEST INNOVATIVE

SUPPORT

BEST PARTNER

MGMT

SUPPORT STAFF

EXCELLENCE

2011 Service Excellence

Awards

2012 Service Excellence

Awards

EXCELLENCEONLIN

E SUPPORT

EXCELLENCE

SERVICE DELIVERY

OPTIMIZATION

3 HALL

of FAME AWARDS (over last 4 yrs)

J.D. Power and Associates 2012 Certified Technology Service and Support Program, developed in conjunction with TSIA. Visit www.jdpower.com or www.tsia.com. Cisco has been certified six times.

Best Advocacy

Mobile Application

(iPhone/iPad )

http://www.tsia.com/




Providing Superior, Globally Consistent Services

• Hardware replacement in 128 countries • 1100+ Depots • $5B+ in Spare Parts Inventory • 840,000 Parts Delivered Annually • 250,000 Service Requests Quarterly • Engineers average 5+ years of industry experience

Global Center

Satellite Center

Regional Center

24-Hour Hardware Replacement coverage


www.cisco.com/go/smartnet

What are Cisco Smart Services?


Cisco Smart Services are ………

25 years’ networking innovation

and leadership

50 million installed devices

6 million annual customer interactions

90,000+ technical documents

CISCO DEEP KNOWLEDGE BASE

Services that have Automated Software-enabled Capabilities

…which collect Network Diagnostic Data

…which is analyzed and compared to Cisco’s Deep Knowledge Base

…to provide Actionable Insight


Cisco Smart Services

Smart Service Capabilities at the core of our Portfolio

• Improve performance, availability, resiliency

• Increase efficiency and reduce costs

• Mitigate risk


How Cisco Smart Services work

Intelligent Collection Capture data at the device, network,

operation and application level

CUSTOMER PARTNER

Partner Expertise Combine actionable insight and advice with Partner value-add

Intellectual Capital

Data Analysis

Automated Insight

Smart Services Capabilities

Correlate and analyze data against Cisco intellectual capital

CISCO

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 12 © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12

Cisco Smart Services in action


Insert Video

Smart Net Total Care


Typical network operation challenges

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

Network failures

occur without

warning

Are my Cisco

products covered

with the right

contracts?


Smart Net Total Care (SNTC)

• Contract is with Customer & Cisco

• Can be sold via Partner

• Deployment is responsibility of Cisco

• Customer has full access to all data

• Can be managed by a Partner

Smart Care (SC)

• Contract is with Customer & Cisco Partner

• Can only be bought from a Cisco Partner

• Deployment is responsibility of Cisco Partner

• Partner has access to data and shares with Customer as required

Cisco Smart Services


SNTC & SC delivers all the Foundation Support deliverables of SMARTnet


Cisco SMARTnet foundation deliverables

Software Support Innovative system and application software

and IT-related support that helps maximizes

your technology investment

Cisco.com Increases your self-sufficiency and

productivity with registered access to

online tools and resources

Advance Hardware

Replacement Flexible and responsive hardware replacement

support that helps maximize your operational

reliability

Cisco TAC Supplements your

in-house staff with access to highly-trained

network and application software engineers,

and R&D engineers


SNTC & SC delivers all the Foundation Support deliverables of SMARTnet, plus

Proactive device diagnostics and alerts, that deliver …….

• Improved risk management

• Rapid problem resolution

• Reduced operating costs


Installed Base & Contract Management

Improves risk management, speeds problem resolution, and reduces operating costs

• Accurately validates your Cisco installed base

•Ongoing collection of Cisco device information

•Correlation and validation against Cisco IC

• Detailed inventory reports and analysis via intuitive web portal

• Visibility that critical Cisco products are covered with desired service level

• Aggregated report for “collected contract view” of IB

• Summary reports

• Delta reports for MACD

• Contract dates, EoX

• Contract consolidation

•Reduces the number of contracts to manage


Alerts

Proactively identifies impacted devices, improving risk management and maintaining network health

• Alerts and notifications are correlated against your Cisco installed base

• Product Security Incident Response Team (PSIRT)

• Software & hardware alerts

• Field notice alerts

• You see only relevant alerts

• Alerts are displayed in the portal

• Ability to manage alerts, and find all details


Device Diagnostics

Accelerates early diagnosis and remediation of issues through proactive, rules-based problem resolution

• Enabled devices deliver 24x7 proactive diagnostics and alerts

• Can automatically generate Cisco service requests, and streamline interaction with TAC

• Alerts, diagnostics, and recommended remediation available in the Smart Call Home portal


Smart Net Total Care / Smart Care summary

Proactive device diagnostics and alerts, that deliver …….

• Improved risk management

• Identifies critical Cisco devices and coverage within your network

• Highlights uncovered devices, speeds TAC entitlement

• Rapid problem resolution

• Service processes, resources, and accurate, up-to-date information are in place to minimize down time

• Proactive diagnostics and alerts

• Access to comprehensive, award-winning technical services

• Reduced operating costs

• Comprehensive, flexible reporting help manage large, complex networks

• Contract consolidation minimizes the number of contracts

• More easily manage your Cisco installed base and service contracts

Focused Technical Support (FTS) Services


FTS is for Service Provider and Enterprise customers that manage mission-critical networks

Sold as Cisco Direct or CBR

Offers increasingly personalized attention and service

Each level extends the coverage of the previous level

SmartNet, SNTC, or SPBase required

High-

Touch

Engineering

High-Touch

Technical Support

High-Touch Operations

Management

Case Management and Escalation

Management

Weekly conference calls with reports on

SRs, RMAs, & bugs

Quarterly Analysis – JBR/QBR

7 by 24 access

Technical support for network level

critical issues

Engineers understand the customer

environment

Troubleshooting and root cause

analysis

Technical support for network level

critical issues

Knowledge transfer

Quarterly Analysis QBR/JBR


24

20

Issues Are Resolved Faster With Combined Levels of Service

Average number of hours taken to

resolve S1 & S2 Technical Cases*

without FTS

plus HTOM

6.9

4 plus HTOM, HTTS & HTE

Standard Support

Personalized Support

Faster Resolution of Complex

Network Issues

plus HTOM & HTTS Technical Support at Network Level


Meeting Your Needs Solve network issues before severe network

interruption

Priority response to expedite issue resolution

Maintain optimum network availability

Support diverse technologies, devices, software and hardware platforms

Maintain constant network availability despite increasing business demands

Technical Support Services Portfolio (The Big One Picture)


Support Services portfolio stack

Speaker Name Speaker Title

Technical Assistance

(TAC)

Online Technical Resources

Advance Hardware

Replacement

Software Updates

Foundational Technical

Services Capabilities SP Base

Operational Management

& Reporting HTOM / TSOM

Smart

Capabilities Installed Base &

Contract Management Alerts

Device

Diagnostics

SNTC

Standard SLA’s

Optional additional

Smart Services

SLA’s

RMS

NOS & Smart Analytics

Personalized Security

Alerts IntelliShield Personalized Security

Alerts

Thank you.

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Riyadh, Saudi Arabia February, 2013 Cisco Smart Services ... · EXCELLENCE 2011 Service Excellence...

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