Installed Base Management Deployment for Partner Operations and Technical Staff July 2013 About this presentation Audience Partner Operations and Deployment Cisco Engagement Managers Prerequisite ID: 670889
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Slide1
Partner Support Service 303Installed Base Management Deployment for Partner Operations and Technical Staff
July 2013Slide2
About this presentation
Audience
Partner Operations and Deployment
Cisco Engagement Managers
Prerequisite
PSS 101GoalUnderstand technical implications of PSS installed base management capabilitiesSlide3
Agenda
Smart Component: Installed Base Management and Alerts
Review: PSS 101
Discovery and Collection process
Collector Deployment
Key Takeaways
ResourcesSlide4
Review: 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 capabilitiesSlide5
Review: Partner Support Service delivery flow
Customer
Partner
Call Home Messages / Alerts
Knowledge
Base
Back-office
Systems
Business Systems
Analytics
Delivery Systems
Web Services
Network
Operations
Business Systems
Partner’s Services
PSS Capabilities
Network Information (Inventory, HW/SW, Configs)
Network Information (Inventory, HW/SW, Configs)Slide6
Agenda
Smart Component: Installed Base Management and Alerts
Review: PSS 101
Discovery and Collection process
Collector Deployment
Key Takeaways
ResourcesSlide7
Review: Installed Base Management and Alerts
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
Effective management of entitlements, contracts, inventory, and
RMAs
Opens up new revenue
opportunities
Reduces cost of (renewal)
sales
Simplifies business
operations
Increases operational efficiencySlide8
Partner Challenges
Contract
Renewal
EntitlementInventory
Stability
Over CoverageUnderCoverageShip-to LocationRMASerial Number
Patch
Management
Uncovered
EOX
Reside-at Location
Unknown
Inventory
OS
ConfigSlide9
Partner Challenges + PSS
ContractEntitlement
Inventory
RenewalShip-to LocationRMAConsistencySerial NumberReside-at LocationOver & Under CoverageSLAUnknownBill-to Location
Uncovered
Software ConfigurationEOXVulnerabilityInstalled Base Management & AlertsInventory Report
Product Alerts
Delta Report
Exception ReportSlide10
Agenda
Smart Component: Installed Base Management and Alerts
Collector
Deployment
Key Takeaways
Resources
Review: PSS 101
Discovery and Collection processSlide11
Smart Services High Collector View
https://tools.cisco.com/csp/general/main.doSlide12
Cisco
Data
Ctr
SECURE
Cisco
Collector
Customer
Network
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Smart
Portal
Discovery and Collection
Process
Overview
Secure
TransmissionSlide13
Cisco
Data
Ctr
SECURE
Cisco
Collector
Customer
Network
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Smart
Portal
Secure
Transmission
Discovery and Collection Process
Information Collected
Collects:
Device
PID
Serial #
Config
Info (optional)
Hostname (optional)
IP Address (optional)
Needs
:
Device
PID
Serial #Slide14
Cisco
Data
Ctr
SECURE
Cisco
Collector
Customer
Network
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Smart
Portal
Secure
Transmission
Discovery and Collection Process
Cisco Collector
Common Services Platform Collector is the network data collector for
PSS
CSP-C
is a software package
Has quick installation and configuration
Has superior performance
Has separate client offering intuitive user interfaceSlide15
Cisco
Data
Ctr
SECURE
Cisco
Collector
Customer
Network
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Smart
Portal
Secure
Transmission
Discovery and Collection Process
Cisco Collector
Server
Discovers
the devices on the network
Does
the “collecting” from devices
and the
packaging
and uploading to Cisco
CSP-C application
Hardened
Cent OS 5.3
Admin
Shell interface
(
Shell with limited set of CLI)
Two default user accounts
(
cisco/cisco, admin/admin
)
Admin Interface
Used to
configure
and operate the
collector
Web browser access
Note
: Current version of
CSP-C
has a “built in” web server for Admin functionSlide16
Smart Portal
CSP-C Server Hosting Platforms
X86 Server
CSPC server
CSPC Appliance
X86 ServerAny OS that supports VMWareCSPC Server
X86 Server
CSPC Server
CSPC Virtual Machine
CSPC Virtual Machine
Preferred
for remote customer
Preferred
for Large Scale Deployment
Preferred
for Large Scale Deployment
VMWare
VMWare
ESXiSlide17
Cisco
Data
Ctr
SECURE
Cisco
Collector
Customer
Network
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Smart
Portal
Secure
Transmission
Discovery and Collection Process
Basic Workflow
Configure the collector
Download image
Install
in an enviroment
Install
rule set and collector certificate
Seup
backend
comms
2. Run the discovery
Use the optional seed file
Select a
discovery methodology
:
SubNet/ IP Range
Exiting Seedfile
Known devices
Known IPsSlide18
Cisco
Data
Ctr
SECURE
Cisco
Collector
Customer
Network
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Smart
Portal
Secure
Transmission
Discovery and Collection Process
Basic Workflow
3. Run the collection
Leverage seed file
Device credentials
Discovery device list
4. Upload inventory file
Transmit inventory file from collection
Can be automatedSlide19
Cisco
Data
Ctr
SECURE
Cisco
Collector
Customer
Network
1001011110111011011111001101
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1001011110111011011111001101
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Smart
Portal
Secure
Transmission
Discovery and Collection Process
Basic Workflow
Run
the collection
Upload
inventory file
Configure the collector
Run
the discovery
Fast Cycle
Monthly, Quarterly
Slow Cycle
Initial and significant event, maybe Monthly, Quarterly, Yearly
Seedfile updatesSlide20
Cisco
Data
Ctr
SECURE
Cisco
Collector
Customer
Network
1001011110111011011111001101
10011100101010001101111111110
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Smart
Portal
Collection
Process
Secure Transmission
Secure
Transmission
Collector on Customer
Network
- Hardened
- No root access
- Password policy
enforcement
Transport to Cisco Data
Center
AES 128-bit data encryption, and HTTPS or SSL connection
- Sensitive credentials removed before transport
Smart Portal
- Cisco.com credentials
- Partners can see only their
data
Cisco Data
Center
- Only accepts connections from registered systems
- Secure Cisco IT lock-and-key facilitySlide21
Cisco
Data
Ctr
SECURE
Cisco
Collector
Customer
Network
1001011110111011011111001101
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Smart
Portal
Secure
Transmission
Discovery protocols: SNMP,
ICMP
,
CDP
, ARP,
LLDP
,
Collection protocols: SNMP, Telnet,
SSH
, HTTP, HTTPS
Upload protocols: HTTPS (443)
Collection
Process
Supported ProtocolsSlide22
Upload Protocols and Methods
Ports
Description
XMPP TCP 72.163.7.138; Port - 5222- Signaling Connection to the Cisco backend. Note: customers firewall ACL might need to be configured to allow this port outbound from the collectors IP address.
HTTP TCP 72.163.7.138; Port - 7337
- Signaling Connection to the Cisco backend. Note: customers firewall ACL might need to be configured to allow this port outbound from the collectors IP address.UDP 72.163.7.88; Port - 3478 SignalingUDP 72.163.7.88; Port - 4500 MediaThis is for IPSEC Tunnel endpointCSP-C Collector Port Requirements for Uploads To ensure a successful upload from a CSP-C Collector to the Cisco backend,the following ports and specific IP addresses need to be “allow outbound” to the internet. ACL’s on customer’s firewall might need to be configured to allow the CSP-C to upload. Slide23
Agenda
Smart Component: Installed Base Management and Alerts
Collector Deployment
Key Takeaways
Resources
Review: PSS 101
Discovery and Collection processSlide24
Preinstall Checklist:
(Read and use the documentation)
Make a plan for the deployment
Know what you need from a Contract perspective
Smart Portal User
Collector Registration Plan your discovery subnet by subnet Discovery – SNMP Community Strings..Quick Start Guide(Read and use the documentation)Collection and Device credentials
Collector
Location
Platforms
Collector Installation
Uploads
Data communications requirements
Firewall
Customer Requirements
:
Reports
Inventory
Security
Note: Arrange a deployment engineer for the first couple of deployments
CSP-C Deployment Checklist
Most important things to do be success with a
deploymentSlide25
Customer
2
Collector 1
Collector 2
Customer
1CustomerNetworkCustomerNetwork
Customer
1
Collector
Customer
Network
Customer
2
Customer
3
Subnet 1
Collector
Customer
Network
Subnet 2
Subnet 3
Management
Subnet
One collector per customer, currently no multi-tenant solution
Best place to locate the collector is the network management subnet because it minimizes router/network ACL issues
CSP-CSlide26
Subnet 1
Subnet 2
Subnet 3
Management
Subnet
Subnet 1
Subnet 2
Subnet 3
Management
Subnet
The internet
VPN
VPN
Partner Network
Customer
Network
Customer
Network
CSP-C
Customers don’t normally like this solution due to security concerns.
Could be workable for outsourced solutions where there is in effect no Customer Network
Collector
1
Collector
2Slide27
Subnet 1
Subnet 2
Subnet 3
Management
Subnet
Subnet 1
Subnet 2
Subnet 3
Management
Subnet
The internet
VPN
VPN
Partner Network
Partners who are outsourcing-centric and have control of the whole network employ the
VMWare
Server to host several collectors
VM
Domains
Collector
3
Collector
1
Collector
4
Collector
2
Customer
Network
Customer
Network
Virtualized
CSP-C
Deployment
EnvironmentSlide28
Virtualized CSP-C Deployment
Environment
Subnet 1
Customer
Network
Subnet 2Subnet 3
Management
Subnet
Subnet 1
Customer
Network
Subnet 2
Subnet 3
Management
Subnet
The internet
VPN
VPN
Partner Network
App 2
DD (
SCH
)
Transport
Gateway
App 1
CSPC
Collector
VM
Domains
Management Consoles connect via
VPN
to
VMWare
Server Domains Hosting applications located in the customers Management Subnet
Management Console
Management ConsoleSlide29
Agenda
Smart Component: Installed Base Management and Alerts
Collector Deployment
Key Takeaways
Resources
Review: PSS 101
Discovery and Collection processSlide30
Key takeaways
Read the
documentation
Plan
your initial engagement
Use a Cisco Engagement Manager engineer the first timeSlide31
Agenda
Smart Component: Installed Base Management and Alerts
Collector Deployment
Key Takeaways
Resources
Review: PSS 101
Discovery and Collection processSlide32
Documents you can’t live withoutCollector:CSP-C
Preinstall Check List
CSP-C
Quick Start GuideCSP-C Multiple Customer Support Using VMware-based Collectors CSP-C Supported Hardware and SoftwareCSP-C
Supported Devices
PSS Seedfile Maintenance GuideInstalled Base Management and Alerts:PSS IBM&A Deployment GuideSmart Portal:Smart Portal Online User GuidePSS Smart Portal on-line-trainingPSS IBM&A Smart Portal Report and Review Smart Portal User Guide PSS Security: PSS Security Guide
Other Useful Links
PSS
Support Community (registration required)
PSS
Partner Central WebsiteSlide33
ResourcesAssistanceSSB: Intended to be the
7x24 help desk for Smart Service
Deployment Engineer: Intended to assist partner deployment engineers during collector deployments. Refer to note on booking and lead time,
Cisco TAC: Would highly recommend engaging SSB first NotesContact detail for SSB in the next slideUse of SSB and Deployment engineers via SSB does not carry a financial penalty for your companyUse of Cisco TAC against a PSS contract will have financial penalty for your company
Online
PSS Support community: https://supportforums.cisco.com/community/netpro/solutions/smart_services/pssPartner Central: http://www.cisco.com/web/partners/services/programs/collaborative/index.html#~tsSlide34
How To Reach the Smart Services Bureau
Contact Smart Services Bureau,
24x7
E-Mail
ask-smart-services@cisco.com
Telephone From US and Canada: +1-877-330-9746 From APAC: Australia 1 800 805 227 From the rest of the world: Choose the appropriate phone number http://www.cisco.com/warp/customer/687/Directory/DirTAC.shtml Slide35Slide36
Q. “Do
I buy the collector?”
A. Collector
software is a
zero-cost
item supplied as part of PSS. The hardware platform it is hosted on has to be purchased, but if you are deploying the VMWare solution you may already have the hardware.Q. “Is the collector a HW device?”A. The collector is a software application that you can choose to deploy into a VMware domain, or onto a dedicated hardware appliance.Q. “Can I control uploads?” A. Uploads can be manual or automated. Partner Administrators have the flexibility to configure it either way.Q. “Where can I learn more about this topic?”A. The PSS Partner Support Community or the PSS page on Cisco Partner centralQ. “Will the collector see non Cisco devices?”A. The Collector sees and records all devices that respond to an SNMP ping.
Unknown
and
non-Cisco
devices are reported in the “unprocessed”
devices report in the PSS Smart Portal
Q. “Can
the collector see devices behind a firewall
?”
A. The
Collector is usually located on the management subnet domain. Devices on the management subnet
domain
usually have visibility thru firewalls, if this is the
case,
then the collector will be able to “see” the devices.
Frequently Asked QuestionsSlide37
Smart Portal data items: Inventory - Covered Uncovered - Expiring Coverage Expiring Support Protocol Error - Search Function Export Function Chassis Details Product Alert Details - Contract Details
HW/SW Details - Exception Details Device Config Details – Running / Startup Config / Show Command
Reports:
Unprocessed Devices (3rd Party and Unknown Cisco Inventory AlertsInformation collected