September 2013 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 ID: 449897
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Slide1
Partner Support Service 202
September 2013Slide2
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 PSSSlide3
Agenda
PSS market growth
Review: PSS 101
Is Partner Support Service right for my business?
PSS adoption best practices
Key takeawaysSlide4
How do I integrate
“smart” into my
o
ffers 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
m
ove from CBR
to a Collaborative
model? Slide5
What makes a Cisco service “smart”?
…Which Collect
Cisco Installed Base & Diagnostic
Data
Services with…
Automated
Software-Enabled
Capabilities
Cisco’s
Deep Knowledge
Base
…
Which Is
Analyzed
and Compared With
+
+
…to Provide
Actionable
Insight
CISCO DEEP KNOWLEDGE BASE
25 years of networking innovation &
leadership
50 million installed devices
6 million
annual customer
interactions
90,000+ technical documentsSlide6
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 capabilitiesSlide7
Agenda
PSS market growth
Review: PSS 101
Is Partner Support Service right for my business?
PSS adoption best practices
Key takeawaysSlide8
Partners
Over 500
Partners
worldwide eligible to embed PSS into their offers
(47 in US&C; 56 in LATAM)
Smart Adoption150+ partners worldwide embedding PSS smart capabilities into their offers240+
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 networksSlide9
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 PracticeSlide10
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
t
ools
(TT, CMDB)
t
o support my
customers?Slide11
Agenda
Review: PSS 101
Is Partner Support Service right for my business?
PSS adoption best practices
Key takeaways
PSS market growthSlide12
Crawl
Walk
Run
Sprint
Pilot
2
customers
12
customers
Scale
Best practice: Phased
adoptionSlide13
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 S
ervice Delivery
,
Maximize RebatesSlide14
Run
12 customers
Sprint
Scale
Run
12
customers
Sprint
Scale
Crawl
Pilot
Walk
2 customers
Best practice: Phased
adoption
Operations & Delivery Track
Smart Adoption Track
Go-to-Market & Scale TrackSlide15
Operations & Delivery Track
Ensure
your readiness
for collaborative service delivery under the CSPP framework
Purpose
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 &
DeliverySlide16
Operations & Delivery Track – Milestones
Milestones
Owner
Description
Initial 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
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.Slide17
Example: Target PSS Customer Analysis
Cisco TAC Case Categories
Case Complexity
Smart
Adoption
Go-to-Market & Scale
Operations &
DeliverySlide18
Example: Target PSS Customer Rebate Projection
Identity best customer targets
Minimize your SR / RMAs to maximize your rebates
Smart
Adoption
Go-to-Market & Scale
Operations &
DeliverySlide19
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 business
Purpose
Operations & Delivery
Go-to-Market & Scale
Smart
AdoptionSlide20
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
EM
The 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
dataSlide21
Smart Adoption Track – Milestones (Continued)
Step
Milestones
Owner
Description
7
Smart Portal data reviewed and analyzed by partner exec sponsor and stakeholders.
BDM/PARTNER
Business presentation of information uncovered from the collection.
8
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.
9
Internal process review - smart services integration
BDM/PARTNER
Review
lessons
learned, and begin to formulate GTM ideas.
10
Repeat customer pilots
BDM/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. Slide22
Operations & Delivery
Go-to-Market & Scale
Smart AdoptionCoverage Opportunity in a Customer Network
Contract Status
Count of Contract Status
Row Labels
Chassis
-
Catalyst 2960S-48FPS-L Switch
1
Catalyst 2960S-48LPS-L Switch
8
Catalyst 2960S-48TS-L Switch
1
Cisco 1841 Integrated Services Router
6
Cisco 1941 Integrated Services Router
2
Cisco 2811 Integrated Services Router
19
Cisco 2851 Integrated Services Router
2
Cisco 2911 Integrated Services Router
8
Cisco 837 ADSL Broadband Router
2
Cisco 877 Integrated Services Router
2
Cisco 880 3G Integrated Services Router
3
Cisco 887VA M Integrated Services Router
2
Cisco ASA 5520 Adaptive Security Appliance
1
Cisco ASR 1001 Router
2
Cisco Catalyst 2950C 24 Switch
1
Cisco Catalyst 2950G 24 EI Switch
1
Cisco Catalyst 2950G 48 EI Switch
5
Cisco Catalyst 2960-24TC Switch
3
Cisco Catalyst 2960G-24TC Switch
2
Cisco Catalyst 2960S-48FPD Switch
11
Cisco Catalyst 3560-48PS Switch
1
Cisco Catalyst 3560-48TS Switch
1
Cisco Catalyst 3560G-24TS Switch
2
Cisco Catalyst 3560G-48PS Switch
2
Cisco Catalyst 3560G-48TS Switch
4
Cisco Catalyst 3750-24FS Switch
1
Cisco Catalyst 4507R Switch
2
Cisco Catalyst 6509 Switch
2
Cisco ME 3400G-12CS-A Switch
2
ME3400
1
Not Available
2
(blank)
Grand Total
102
UN-COVERED
Uncovered
Devices
Devices in Installed Base
37 out of 102 chassis are not covered by a support contract
10 chassis are overdue Slide23
Product Refresh Opportunity: LDoS
EoL
DoS
Count of
Product
Family2007-Mar-01
3
2011-Dec-31
6
2012-Jun-28
2
2012-Nov-30
2
2013-Oct-31
1
2013-Dec-31
6
2014-Mar-15
1
2014-Nov-27
1
2014-Dec-27
3
2015-Jul-31
7
2016-Oct-31
27
2016-Nov-30
3
2016-Dec-31
2
2017-Jul-31
8
2017-Sep-30
1
2017-Oct-31
6
2018-Jan-31
11
2018-Mar-31
76
Grand Total
166
12% of the installed based is due for refresh
!
13 devices past
EoLDoS
7 more this year
5 more in 2014
Operations & Delivery
Go-to-Market & Scale
Smart
AdoptionSlide24
OS fragmentation
Operations & Delivery
Go-to-Market & Scale
Smart Adoption
Consulting Opportunity ($$)
Consolidation can Lower Partner Operational CostsSlide25
Map
“
As-is” Processes
Document Processes:
Processes
People & TasksTechnology
& Tools
Key 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 partnerSlide26
Example: Enhancing
Generic Entitlement Process
SN and contract validated using IB
Management
Correct entitlementCase 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: Slide27
Go-to-Market & Scale Track
Launched a
collaborative offer
Partner built a smart-based offering
Desired
Outcomes
Develop a collaborative/smart offer
Integrate “smart” into day-to-day operations
Milestones and Activities
Scale to a fully integrated & repeatable process
Purpose
Operations & Delivery
Smart
Adoption
Go-to-Market
&
ScaleSlide28
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
PARTNERSlide29
Go-to-Market Strategy depends greatly on the Partner’s business goals and market strategy
Enhancing existing offers
Creating new offers
RFI/
RFP
submissionsOffense/DefenseSlide30
Run
12 customers
Sprint
Scale
Run
12
customers
Sprint
Scale
Crawl
Pilot
Walk
2 customers
Best practice: Phased
adoption
Operations & Delivery Track
Smart Adoption Track
Go-to-Market & Scale trackSlide31
Agenda
Review: PSS 101
Is Partner Support Service right for my business?
Key takeaways
PSS market growth
PSS adoption best practicesSlide32
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 processSlide33