July 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 business implications of PSS ID: 449899
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Slide1
Partner Support Service 202
July 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 business implications of PSS
Understand the process to assess and adopt the components of PSSSlide3
Agenda
Progress so far
Review: PSS 101
Is Partner Support Service right for my business?
PSS adoption best practices
Key takeawaysSlide4
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 documentsSlide5
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 capabilitiesSlide6
Agenda
Progress so far
Review: PSS 101
Is Partner Support Service right for my business?
PSS adoption best practices
Key takeawaysSlide7
Growth
Over
300%
growth in partner customer deployments in 2013
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
200
+
customers deployments
worldwide of Smart- enabled Partner
offers
PSS ResultsSlide8
Is PSS right for my business?
People
,
Process, Technology
Operations
Strategic
Initiatives
Business
GoalsSlide9
Agenda
Review: PSS 101
Is Partner Support Service right for my business?
PSS adoption best practices
Key takeaways
Progress so farSlide10
PSS adoption best practices: Adoption “tracks”
Ops & Delivery track
:
Foundation service delivery, maximize rebates Smart Adoption track: Deploy, Operate, Business Impact, benefits
Go-to-Market
& Scale track
:
Marketing
, Sales, Legal, FinanceSlide11
Adoption Track: Operations & Delivery
Smart
Adoption
Go-to-Market & Scale Operations & DeliverySlide12
Adoption Track: Operations & Delivery
Ensure partner readiness for collaborative service delivery under the
CSPP
framework
Desired Outcome
Milestones and Activities
Purpose
Identify and analyze target PSS customers
Evaluate delivery capabilities
Partner orders PSS for a select group of customers
Smart
Adoption
Go-to-Market & Scale
Operations &
DeliverySlide13
Rebate projection
Smart
Adoption
Go-to-Market & Scale
Operations &
Delivery
Work with your
Cisco Partner Business Consultant
Identity best customer targets
Minimize your SR /
RMAs
to maximize your rebatesSlide14
Delivery analysis
Cisco
TAC
case categories
Case complexity
Smart
Adoption
Go-to-Market & Scale
Operations &
DeliverySlide15
Adoption track: Smart
adoption
Operations & Delivery
Go-to-Market & Scale Smart AdoptionSlide16
Adoption track: Smart
adoption
Test
drive smart services
Understand their impact on
your business
Deploy smart with 3-5 pilot customers
Review data w/various partner stakeholders
Identify improvements based on smart
Partner understands the value of smart and is ready to scale it
Desired Outcome
Milestones and Activities
Purpose
Operations & Delivery
Go-to-Market & Scale
Smart
AdoptionSlide17
Crawl
Walk
Run
Sprint
Pilot
2 customers
12 customers
Scale
Best practice: Phased
adoptionSlide18
Crawl
Walk
Run
Sprint
Pilot
2 customers
12 customers
Scale
Best practice: Phased
adoptionSlide19
Coverage opportunity in a
customer network
Contract Status
Count of Contract Status
# of 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 ASR 1001 Router
2
Cisco ME
3400G
-
12CS
-A Switch
2
ME3400
1
Grand Total
56
Operations & Delivery
Go-to-Market & Scale
Smart
AdoptionSlide20
Coverage opportunity in a
customer network
NOT COVERED
Contract Status
Count of Contract Status
# of 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 ASR 1001 Router
2
Cisco ME
3400G
-
12CS
-A Switch
2
ME3400
1
Grand Total
56
5
0
40
30
20
10
66% of the chassis
are not covered by a support contract
10 chassis are overdue
Operations & Delivery
Go-to-Market & Scale
Smart
Adoption
COVEREDSlide21
Product refresh opportunity: Last Day of Service
Row Labels
Count of Product Family
2007-Mar-01
3
2011-Dec-3162012-Jun-2822012-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
Grand Total
79
13 devices
are already past
EoLDoS
7 devices this year
5 devices
next year
1/3
of the installed
based
is
due for refresh!
Operations & Delivery
Go-to-Market & Scale
Smart
AdoptionSlide22
OS fragmentation
Operations & Delivery
Go-to-Market & Scale
Smart
AdoptionSlide23
Software alerts review
Operations & Delivery
Go-to-Market & Scale
Smart AdoptionSlide24
Adoption track:
Go-to-Market & Scale
Operations & Delivery
Smart Adoption Go-to-Market & ScaleSlide25
Adoption track:
Go-to-Market & Scale
Operations & Delivery
Smart Adoption
Scale to a fully integrated & repeatable process
Develop a collaborative/smart offer
Integrate “smart” into day-to-day operations
Partner has a collaborative offer
Partner built a smart-based offering
Desired Outcome
Milestones and Activities
Purpose
Go-to-Market
&
ScaleSlide26
Crawl
Walk
Run
Sprint
Pilot
2 customers
12 customers
Scale
Best practice: Phased
adoption
Operations & Delivery track
Smart Adoption trackSlide27
Crawl
Walk
Run
Sprint
Pilot
2
customers
12
customers
Scale
Operations & Delivery track
Smart Adoption track
Go-to-Market & Scale track
Best practice: Phased
adoptionSlide28
Agenda
Review: PSS 101
Is Partner Support Service right for my business?
Key takeaways
Progress so far
PSS adoption best practicesSlide29
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 successful
Cisco PSS resources are assigned to help you succeed
Approach your PSDM in order to kick-off the processSlide30