Partner Smart Talk Series August 6th 2013 Smart Net Total Care 101 Scott Schell Smart Service Business Development Manager Agenda Cisco Smart Services Smart Net Total Care Review ID: 588517
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Slide1
Smart Net Total Care
Partner Smart
Talk Series
–
August 6th,
2013
Smart Net Total Care 101
Scott Schell
– Smart Service Business Development ManagerSlide2
Agenda
Cisco Smart Services
Smart Net Total Care Review
Smart Net Total Care Partner valueSlide3
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 documentsSlide4
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 and
Contract Management
Technical Assistance
(
TAC
)
Online Technical Resources
Software
Updates
Advance Hardware Replacement
Smart Capabilities
Foundational
Technical Services CapabilitiesSlide5
Smart Net Total CarePartner ValueSlide6
….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….Slide7
Smart Net Total CareCustomer ValueSlide8
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 proneSlide9
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 ManagementSlide10
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 ManagementSlide11
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 ManagementSlide12
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 ManagementSlide13
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
r
un the Aggregated Report for a comprehensive view Slide14
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 deviceSlide15
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 Care
Customer 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.” Slide16
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 SolutionSlide17
Smart Net Total CarePartner ValueSlide18
….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….Slide19
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 ReportAssure 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 ReportSmart Net Total CareTransactional to Consultative….“Stickiness Factor”Slide20
Smart Net Total CareOpportunity IdentificationSlide21
Smart Net Total Care
Identifying an SNTC Opportunity
Target 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 processLimited visibility into coverage of the Cisco inventoryLimited 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 renewalSlide22
Tools & Resources
For 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 supportSlide23
Thank You!