Cisco Smart Services Business Development Manager Lindsey Taylor Automation and Ciscos Deep Knowledge Are Driving Value for You Services with Which Collect Which Is Analyzed and Compared With ID: 190429
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Slide1
Smart Net Total Care
Cisco Smart Services Business Development Manager
Lindsey TaylorSlide2
Automation and Cisco’s Deep Knowledge
Are Driving Value for You
Services with
…Which Collect
…Which Is Analyzed
and Compared With
…to Provide
Actionable
Insight
Cisco’s
Deep Knowledge Base
Network Diagnostic
Data
Automated
Software-Enabled
Capabilities
+
CISCO DEEP KNOWLEDGE BASE
25 Years
of Networking Innovation and Leadership
6
Million
Annual Customer Interactions
50
Million
Installed Devices
90,000+
Technical Documents
+Slide3
Smart ServicesSolution for any Customer Need
Customer needs
direct access to TAC
Smart Net
Total Care
Smart Care Service
Partner
Support Service
Partner’s unique service collaboratively delivered
Cisco
Brand
Cisco
Brand
Reseller
2-Tier
Distribution
Partner
Customer
Cisco Collaborative
Services
2-Tier
DistributionSlide4
On-Going Customer Network
Operational 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
Are my Cisco products covered with the right contracts?Slide5
Smart Net Total Care
Proactive Device Diagnostics and Alerts
Extensive Installed Base and Contract Management
Foundational Maintenance Services Capabilities
DELIVERY
Smart Net Total Care
Device
Diagnostics
Alerts
(+
PSIRTs
)
Installed Base and
Contract Management
Technical Assistance
(
TAC
)
Online Technical Resources
Software
Updates
Advance Hardware Replacement
RESELLSlide6
Installed Base and Contract Management
Accurately validate customer’s Cisco installed base via CSCC
Ongoing collection of Cisco installed base information
Correlation and validation against Cisco Intellectual Capital
Detailed inventory reports and analysis via intuitive web portal
Visibility that critical Cisco products are covered with proper service contract
Identify Cisco products that are not covered by a service contract
Aggregated report for “collected contract view” of IB
Delta reports for moves/adds/changes
Contract date,
EoX
RESELLSlide7
Installed Based and Contract Management
Detailed Inventory Reports and Analysis
Validate
your
Cisco installed base
Identify products
without service coverage, with support about to expire,
or past LDoSSlide8
Alert Management
Alerts and notifications are correlated against customer’s Cisco installed base
Product Security Incident Response Team (PSIRT)
Software alerts
Hardware alerts
Field notice alerts
Alerts are posted and saved in the portal
Customer sees only those alerts that apply to their Cisco products
Alerts are displayed in the portal
Eases alert management and access to all details
RESELLSlide9
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 ManagementSlide10
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 ManagementSlide11
Partner Value Proposition
….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 data regarding installed base and contracts?
Faster and more efficient SMARTnet renewals
….you could inform your customer about a published Cisco alert that would preempt network disruption?
PRICELESS! Slide12
Smart Net Total Care- Customer & Partner Benefits
Customer Realized Value
Cisco & Partner Benefit
Increased Customer Intimacy
Smart Services Capabilities Embedded
Increased Strategic Planning Time
Drive Additional Professional Services Opportunities
Increased
SMARTnet
Renewal Potential
Drive Technology Migration
“I want to
eliminate surprises and reduce escalations.”
“I need to improve my Network Life Cycle Management.”
“I want my records to be accurate and up to date.”
“I want
to simplify my service renewal process.”
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
.Slide13
Smart Net Total Care
Identifying an SNTC Opportunity
Target Customer
–
Has large and diverse base of Cisco products
Customers
that experience one or more of the challenges identified earlier in the presentation: Contract insight, Entitlement
challenges, Complex renewalsEnd of Sale data and network relevant Alerts, Improved RMA support.Customer’s IT Staff that can support collector deployment.
Customer has the desire to improve their current contract management processes.
Compelling Events – Rapid network growth or recent acquisitionNetwork redesign and consolidation as the result of a corporate merger
New technology purchase plans and need for correct installed base inventoryRecent participation in a KTN or network assessmentApproaching SMARTnet contract renewalSlide14
Ordering Changes OverviewSlide15
SNTC Order-ability Changes – When, Why, and What
When- November 11
th
, 2013
Why – Expand market penetration
Over 600 customer in the Americas, Over 1200 GloballyNeed to migrate to standard processes to continue to scale deployment and supportNeed to Enable Partner Ordering to drive further market penetration
What – Standardized processes including;Distributor and Partner Quote to Order enablementPOS Device Level Order-abilityNLS1 SKU Simplification
Hardware Collector Order-ability – Fulfilled by Mfg orSW Collector; customer owned server and VMwareDeployment and SupportSlide16
SNTC Quote and Order Availability
Partners/Distributors Enabled:
Leverage
sales and ordering
power of Cisco partners
SNTC will be orderable externally in all regions by1-tier
Cisco Brand Resellers (DVARs)Distributors 2-tier Cisco Brand Resellers (VARs)
Point of Sale:SNTC Device Level service SKUs can be sold with original hardware purchaseCustomers, partners and distributors will be able to quote and order SNTC Service at Point of Sale
All
SKUs will be available at POS except
NLS1 SKUs.
NLS1 SKUs will be available in CSCC, and 2-Tier
Next Generation (2TNG)
SKUs
will not be available in SMS3Slide17
What is the NLS1 Service Contract?
NLS1
service contract
provides
the following
:
Right to use the Cisco-owned software collector appliance:Alternative to purchasing the hardware collector appliance
Install onto customer’s own hardware and VMware platform (PM is currently evaluating additional options)
SNTC Portal
accessStandard Deployment
service Standard Support (Day 2)
serviceSoftware updates to the software collector at Cisco’s discretionSlide18
NLS1 SKU SimplificationOrderable Only in CSCC!
SKU Name
IB Size
List Price
CON-NLS1-0T5M
<$6
M
$12,000
CON-NLS1-6T15M
$6-15
M
$13,250
CON-NLS1-16T35M
$16-35
M
$18,500
CON-NLS1-36T65M
$36-65
M
$26,000CON-NLS1-66T95M$66-95
M
$34,000
CON-NLS1-96T120M
$96-120
M
$39,000
CON-NLS1-121T145M
$121-145
M$45,000CON-NLS1-146T170M$146-170 M$49,000CON-NLS1-171T195M
$171-195
M
$53,000
CON-NLS1-196T220M
$196-220
M$56,000CON-NLS1-221T250M$221-250 M$61,000CON-NLS1-251T300M$251-300 M
$68,000
The installed base is the total value, in U.S. dollars, of the list price of Cisco devices in use by the customer.
List Price above in $US, use local pricing outside US.Slide19
Enterprise SNTC Device Level Service LevelsSlide20
Service Offer Components and Commerce Tools
Component
PID/SKU
Commerce Tool
Hardware
Collector Appliance
1 PID
: CAAPL-2110-SNT-K9
List
Price $5313
(will ship
with collector software preloaded)
CCW
B2B
Maintenance
for Hardware Collector Appliance
CON-NSNT-CA2100 -
(8X5XNBD)
List Price $239OrCON-SPAR1-CA2100 (8X5XNBD)(Service Provider only)Attach in CCW orB2BAs separate service-only transaction using CSCC or B2B
Or
Software Collector Appliance Right to Use is included with NLS1 Contract
(Requires customer owned VMware V5 platform and hardware).
(not orderable)
NLS1 Smart Service
Select
from
12 New
PID/SKUsSKU selection is Installed Base Size DependentCSCC (2TNG)Device-level SNTC foundational technical services90,000+ SKUs for device-level TS MaintenanceCSCC (2TNG)
Attach in CCW or
B2BSlide21
SNTC Ordering for New SNTC Customers – Step by Step
Determine the value of customer’s installed base size of Cisco Hardware using product list price
Choose the NLS1 SKU that maps to the customer’s IB size
Quote the NLS1 SKU via CSCC or 2TNG
Determine customer collector appliance preference
Hardware, Software or pre-existing Cisco AS collectorIf Hdw collector appliance is selectedQuote the Hdw appliance via CCW or B2BAttach maintenance for
Hdw collector via CCW or B2BQuote all new and renewal maintenance using SNTC GSPs/SKUs at time of;Renewal via CSCC or 2TNG orAt New Attach via CCW or B2BSlide22
Smart Acceleration Uncovered Rebate
At-A-Glance
Program Period
Who Is Eligible to Participate?
What Services are Eligible?
Promotion Terms
Program Goal
To offer a further incentive to adopt Cisco’s Smart Services capabilities, the Smart Acceleration Promotion offers partners the opportunity to earn an incremental 15% sales promotion rebate on previously uncovered equipment leveraging eligible Smart Care and Smart Net Total Care contracts.
Partners must:
Have entered into a
Syetems
Integrator (SI) Services Amendment or Indirect Channel Partner Agreement (ICPA), which contains or includes the terms and conditions of the Cisco Services Partner Program
Meet the minimum Cisco Services Partner Program Attach Rate (AR) and Renewal Rate (RR) rebate thresholds as defined in Performance Metrics Central
Have installed and have working within the customer network the appropriate Cisco Services collection device for the services defined under this promotion
All new Smart Care, Smart Net Total Care, and Partner Support Service bookings during quarters 1 and 2 of Cisco fiscal year 2014 on devices that are out of contract for a minimum of 12 months
New service contracts must be a minimum of one year to qualify, or must co-terminate with existing contracts
Partners must follow a claims process to apply for the promotion rebate. Cisco will validate the uncovered status of devices for which the partner is requesting the promotional rebate before rebate payments are finalized and paid to the partner
Partners must submit a Cisco Installed Based Management report from the Cisco collection devices with the claim, highlighting devices to be covered under this promotion
The final date on which a claim can be submitted to Cisco is February 28, 2014
Claims must have a minimum of $150 in net rebate value to qualify for the promotion
July 28, 2013 – January 25, 2014Slide23
Smart Services BDMs
TX
TN
NC
SC
GA
AL
MS
FL
LA
AR
OK
OH
KY
KS
SD
IA
MN
ND
NE
WI
IL
MO
IN
MI
NV
So CA
HI
WY
CO
UT
WA
OR
ID
AK
NM
AZ
MT
No CA
PA
MD
WV
VA
NY
VT
NH
ME
DE
NJ
MD
CT
RI
DC
Scott
Schell
(
1T
/
DVAR
)
scschell@cisco.com
720-253-3728
Chad Moroni
2T
cmoroni@cisco.com
720-875-3003
Jennifer Leong
2T
jenleong@cisco.com
720-875-2994
Lindsey Taylor
Distribution/
2T
libledso@cisco.com
919-392-8610
Gary Blandino (
1T
/
DVAR
)
blandino@cisco.com
954-661-9017
Kerry Holland
2T
kerholla@cisco.com
919-574-9036
Mark Stallings
(
1T
/
DVAR
)
mastalli@cisco.com
508-386-1950
Jeff
McEachern (
1T
/
DVARS
)
jemceach@cisco.com
303-308-3659
West
Central
East
South
Kelli Kirwin
Senior Manager
Smart Services
kkirwin@cisco.com
401-207-2113Slide24
Thank You!