Partner Support Service

Overview
December 2010
Agenda

Collaborative Services,
1 Customer Response

Collaborative Technical
2 Support Defined

3 PSS Overview

4 How Smart Impacts PSS

5 Delivery, Eligibility

© 2010 Cisco Systems, Inc. All rights reserved. 2

Customers’ Response to Collaboration

Best
Best of
of Both
Both Collaborative
Collaborative Collaborative
Collaborative
Worlds
Worlds Approach
Approach Delivery
Delivery

Address my
business challenges with
84%* 93%*
solutions delivered by Find a collaborative Find a collaborative
partners who combine approach valuable or very delivery approach (that
partner’s knowledge of valuable (offerings that allows partners to lead in
my business with Cisco’s leverage partner expertise, close collaboration with
knowledge of Cisco with Cisco breadth, depth, Cisco) valuable or very
technology and vision) valuable

* Based on Cisco research (KS&R)of over 500 Global Customers

© 2010 Cisco Systems, Inc. All rights reserved. 3
Two Distinct Services
Address the Requirements

Collaborative
Collaborative Cisco
Cisco Branded
Branded
Services
Services Services
Services

Cisco Intellectual Capital

Cisco Delivers
and Services Infrastructure

+ +
Partner Builds Upon,
Sells and Delivers Partner Sells

Partner Uses Cisco Service

Partner Uses Cisco
Capabilities As an
Services to Easily Extend
Ingredient “Inside” Their
Their Service Offerings
Unique Service Offerings

© 2010 Cisco Systems, Inc. All rights reserved. 4

Partner Success Through Cisco
Collaborative Services
Family of service offerings sold
only to partners
Cisco assets enable Partner Success,
1 Progressive Collaborative Delivery
Expands Partners’ Practices

Combines Cisco intellectual capital ,

smart service innovation, and service
2 infrastructure with a Partner’s resources to
create a compelling solution
Consistent Program Structure, Portfolio
Evolution, Efficient Operations, Partner
Practice Differentiation

More Opportunity for Cisco and Partners

3 Partners Own Customer Relationship,

More Risk-Sharing with Cisco, Optimizes
Resources for Expanding Portfolio

© 2010 Cisco Systems, Inc. All rights reserved. 5

Transforming Our Services Portfolio
Meeting the Needs of Our Partners and Customers

Collaborative Services

Collaborative Collaborative
Professional Services Technical Support

Full Portfolio of Offers Partner Support Service

 Routing and Switching
Smart Care
 Security
 WLAN
 Unified Communications
 TelePresence
 Data Center/Virtualization

© 2010 Cisco Systems, Inc. All rights reserved. 6

Partner Support Service
Responding to Partner Needs

 Create new services (innovation)

Growth – Expand the  Expand into new markets and geographies
Services Practice  Expand current customer relationships

Increase Operational  Improve business processes

 Develop workforce effectiveness
Efficiency  Manage change initiatives effectively

Differentiation –  Collaborate uniquely

 Create new sources of competitive advantage
Remain Competitive  Deliver services faster, more efficiently

Profitability – Lower  Reduce investment Costs

 Improve collaboration tools
Operating Costs  Reduce lengthy time to market

Maintaining Customer  Increase customer satisfaction

Loyalty and Cross  Better evaluate customer needs
 Accelerate services updates
Selling
© 2010 Cisco Systems, Inc. All rights reserved. 7
 Collaborative Technical Support
Partner Support Service
Partner
Partner Support
Support Service
Service
For eligible partners, this service combines Cisco’s
traditional support with new smart services that
include installed base management, alert reporting
and device diagnostics.
These new smart capabilities provide visibility to end
customer devices and networks, enabling actionable
intelligence that partners can use to lower delivery
costs and expand existing service portfolios.
© 2010 Cisco Systems, Inc. All rights reserved.
Benefits
Benefits
 Reduce operational costs by leveraging smart
service capabilities
 Add new service deliverables, increase
revenues, increase differentiation
 Improve network visibility, increase service
coverage, deliver personalized services
 Proactively mitigate new risks and threats
 Expedite response to device level issues
 Increase customer satisfaction and retention
8
 Partner Feedback
What Drives Value

Increase Service
Value Drivers Reduce Labor Costs
Revenue
IB
IB Management
Management
New customers 
Customer retention 
Reduces manpower to find & catalog
devices

Faster Process 
Alert
Alert Reporting
Reporting
Affect on Partners
Value Drivers Value Feedback
P&L
New customers 

Affect on Partners
Value Drivers Value Feedback
P&L
Device
Device Diagnostics
Diagnostics
New service 
Impending failure notification 
Reduced case handling time 

© 2010 Cisco Systems, Inc. All rights reserved. 9

 Installed Base Management

Value: Greater network visibility and integration with

IB
IB Management
Management Cisco simplifies business operations, speeds
problem resolution & enables pro-active support

Key
Key Feature
Feature Summary
Summary
Initial
Initial LA
LA Release
Release GA
GA Release
Release
Inventory
Inventory
 Inventory upload Cisco  Inventory upload via
collector inbound API option
 Inventory
Inventory Management
Management (SW download)
 Contract
Contract Management
Management  Information access via
 Partner accesses device outbound APIs
Information via portal
 Partner optimisation
 Integrated inventory & enhancements
device contract coverage

© 2010 Cisco Systems, Inc. All rights reserved. 10

 Alert Reporting

Alert
Alert Reporting
Reporting Value: : Proactively identifies your customer's impacted
devices therefore improving risk management
and maintaining network health

Key
Key Feature
Feature Summary
Summary
Product
Product Initial
Initial LA
LA Release
Release GA
GA Release
Release

For
For Collected
Collected Inventory
Inventory
 Partner accesses  Information access
 Intellishield
Intellishield Reports
Reports via outbound APIs
affected devices via
 PSIRT
PSIRT Reports
Reports portal
 EOX
EOX Reports
Reports  Partner tools for
 HW
HW Field
Field Reports
Reports  Partner accesses creating reports
alert details via portal dynamically

© 2010 Cisco Systems, Inc. All rights reserved. 11

 Device Diagnostics

Value: Accelerates early diagnosis and remediation of

Device
Device Diagnostics
Diagnostics issues through proactive, rules-based problem
resolution, improving service delivery, increasing
availability and mitigating risks

Key
Key Feature
Feature Summary
Summary
Diagnostics
Diagnostics Initial
Initial LA
LA Release
Release GA
GA Release
Release

 Self
Self Diagnostics
Diagnostics  Notifications sent to partner  Enhanced notification
 Environmental mechanisms
Environmental
 Correlation of alerts to Cisco
 System
System Log
Log diagnostic information and  Enhanced device
 Configuration
Configuration remediation steps diagnostics with inventory
and contracts
 Historical alert reports and
product inventory
information

© 2010 Cisco Systems, Inc. All rights reserved. 12

 Partner Support Service
Delivery Flow

Delivery Ops

Cisco
Cisco Partner
Partner Customer
Customer
44 44
TAC Support
Secure Connectivity
Delivery Systems
Knowledge Bases OS and tools
T
Web Services
Partner
Resources
Back-end Systems Notifications and
Network Operations
Inventory Reports Capabilities
Business Systems
Contract Mgmt Reports
Alert Reports Business Systems
Correlation Hardware
Hardware Replacement
Replacement
and
Analytics
Network
Network Information
Information (Inventory,
(Inventory, HW/SW,
HW/SW, Configs)
Configs)
2 Collection
Device
DeviceAlerts
Alerts
33 Smart Collector
Analytics
Secure Connectivity

© 2010 Cisco Systems, Inc. All rights reserved. 11 13

Partner Support Service
Initial Service Release

Evaluation Only

• Smart Portal
• Smart Bonding

© 2010 Cisco Systems, Inc. All rights reserved. 14

 Partner Support Service
US and Canada Release Schedule

Initial
Evaluation

Limited Availability – Purchasable

service for unconstrained number
PSS V0.5

of customers

Evaluation – one
network per partner

PSS next version

© 2010 Cisco Systems, Inc. All rights reserved. 15

How Cisco Defines Smart Capabilities:

 Gathering data via ongoing secure connection

 Correlating data against Cisco intellectual capital
Smart Is…  Providing intelligence—proactive and predictive
 Delivered machine-to-machine or machine-to-person
 Delivering service via Web 2.0 technologies

 Greater visibility into network health

 Access to proven best practices and expertise
Benefits  Operational effectiveness—increasing ROI
 Business effectiveness—better technology consumption
 Flexible options to meet different needs

© 2010 Cisco Systems, Inc. All rights reserved. 16

 Partner Support Service
Benefits

Expand sell
sell higher
higher value
profitability
profitability
value services
services for
for greater
greater

Differentiate services;
services; gain
gain aa competitive
competitive edge
edge

customer
customer satisfaction
satisfaction and
and retention
retention with
Increase greater
greater consistency,
consistency, accuracy
accuracy
with

ongoing
ongoing network
network health
health with
with increased
Improve reliability
reliability and
and performance
performance
increased

Reduce capital
capital investments
investments to
to grow
grow practice
practice

scale
scale to
to meet
meet customer
customer demand
demand with
Effectively operational efficiency
operational efficiency
with

© 2010 Cisco Systems, Inc. All rights reserved. 17

Partner Support Service Eligibility
United States and Canada Theater

Eligibility
Eligibility for
for Partner
Partner Support
Support Service
Service
Requires
Requires CSPP
CSPP Participation
Participation and:
and:

Gold Certification
Comprehensive Onsite Audit for Technical
Support Services

And
And Minimum
Minimum of
of the
the Following:
Following:

 Cisco Master Unified Communications

Specialization AND
 Cisco Master Security Specialization AND
 Cisco Advanced Data Center Networking
Infrastructure Specialization AND
 Cisco Advanced Data Center Storage
Networking Specialization

© 2010 Cisco Systems, Inc. All rights reserved. 18

Collaborative Technical Support
Partner Support Service

Device level support that incorporates smart service capabilities and Cisco
expertise with partner resources to expand partners’ business practices.

Features Benefits
• Standard four pillars of support with smart  Increase market penetration and global
capabilities and actionable intelligence reach of network support services

• Network device insight to resolve equipment  Migrate customers from break-fix, device
resource issues level support to solution-driven approach

• Relevant best practices captured from  Respond to rising cost pressures

hundreds of enterprise-level deployments
• Industry-leading service delivery
methodologies, templates, and expertise
• A service delivery platform that automates
the delivery of device inventory and
reporting to customers
 Proactively mitigate new risks and threats
 Respond to market and technology changes
with predictive accuracy
 Differentiate practice with higher levels of
operational efficiency
 Increase customer satisfaction and retention

© 2010 Cisco Systems, Inc. All rights reserved. 20

How We Market Together

Cisco Services

Collaborative
Collaborative
Services
Services + Cisco
Cisco Branded
Branded
Services
Services

Partner Value

Growth and
Simplification Flexibility Alignment
Profitability
© 2010 Cisco Systems, Inc. All rights reserved. 21
Partner Support Service
Capabilities

• Smart Portal
• Smart Bonding

© 2010 Cisco Systems, Inc. All rights reserved. 22

Why Partner Support Service?

Cisco Global Smart

Intellectual Service Service
Capital Infrastructure Innovation

 Access intellectual capital for operational efficiency and business

agility
 Quickly respond to market and technology changes with
actionable intelligence, accuracy
 Combine Cisco smart capabilities with partner resources to
ensure secure and reliable network performance
 Develop proactive, personalized solutions that enable customer
success, open new routes to market
 Profitably expand practice with reusable assets for building a
range of services
© 2010 Cisco Systems, Inc. All rights reserved. 23
 Collaborative Technical Support
Partner Support Service
Partner
Partner Support
Support Service
Service
For eligible partners, this service combines Cisco’s
traditional support with new smart services that
include installed base management, alert reporting
and device diagnostics.
These new smart capabilities provide visibility to end
customer devices and networks, enabling actionable
intelligence that partners can use to lower delivery
costs and expand existing service portfolios.
© 2010 Cisco Systems, Inc. All rights reserved.
Benefits
Benefits
 Reduce operational costs by leveraging smart
service capabilities
 Add new service deliverables, increase
revenues, increase differentiation
 Improve network visibility, increase service
coverage, deliver personalized services
 Proactively mitigate new risks and threats
 Expedite response to device level issues
 Increase customer satisfaction and retention
24