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© 2013 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute.C97-721796-00 © Apr 4 2013 Cisco and/or its affiliates. All rights reserved. 1
Cisco Smart CareGary Blandino
June 18, 2013
•C97-721796-00 © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute 2
Cisco Smart Services Innovation: Better Visibility, Information, and Understanding at Every Phase
25 years of networking innovation and leadership
50 million installed devices
6 million annual customer interactions
More than 90,000 technical documents
CISCO DEEP KNOWLEDGE BASE
Services that have automatedsoftware-enabledcapabilities
…and collectnetwork diagnosticdata
…that is analyzed and compared toCisco® deep knowledge base
…to provideactionable insight.
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• Add own expertise and value to fully address total customer needs
• Offer multi-vendor solution support
• Provide personalized customer service
• Provide technology expertise using intellectual capital and enabling tools
• Complete best-practice comparison and validate report results
• Frequently update intellectual capital to incorporate new learning
Collaborative Partner ApproachCombining Strengths to Meet Customer Needs
Integrated Solution Offering
PartnerCisco
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PROFESSIONALSERVICES
SUPPORTSERVICES
• Increase incremental services revenue
• Increase margins using automation
• Increase service value and customer loyalty
Optimize Your Existing Practice
• Gain architectural expertise to deliver new professional services
• Use Cisco® assets to build a managed services practice
• Acquire expertise to deploy certified cloud solutions
Quickly Expand intoNew Practices
MANAGEDSERVICES
What Smart Services Can Do for You
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CUSTOMER BENEFITS
• Comprehensive care for all covered devices
• Dual expertise: Of Cisco and certified partner
• Greater business profitability: Fewer outages
PARTNER BENEFITS• Strategic advantage with increased visibility into
customer networks and revenue opportunities• Decreased time-to-market with market-ready
solution backed by Cisco• Long-term profitability with a service-led model
that can promote recurring revenues• Competitive differentiation with full-featured
managed-service offering • Enhanced business growth with platform upon
which customized services can be added• Operational efficiencies with better staff utilization
Cisco Smart Care Service
Smart Care
The Cisco® Smart Care Service is a partner-led offer that can enable you to create your own branded managed service solution and quickly take it to market by combining Cisco intellectual capital with advanced “smart” capabilities.
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Smart Care Service Key Features • Smart Care Control Panel: Central repository for monitoring customers’
networks and performing tasks with a variety of dashboards
• Installed Base Management: Periodic validation of your customers’ Cisco® devices’ service levels against Cisco intellectual capital
• Proactive Notifications: PSIRTs are correlated with IntelliShield alerts to provide security vulnerability information; EOX alerts for devices are also issued
• Assess and Repair: Proactive, periodic assessments to identify and fix issues
• Assess and Prepare: Assessment to check a network’s readiness to support new technologies
• Disaster Recovery Services: Backs up a customer’s routing, switching, and security devices’ configuration offsite
• IPS Services: Helps ensure customer IPS devices have up-to-date signature files to protect against attacks
• Reports: Monthly business reports and weekly network exception reports for customers
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How It WorksNetwork Discovery, Assessment, and Repair
Cisco® Smart Care Control Panel
Cisco Smart Care Virtual or Hardware Network Collector
Network Monitoring and Assessment
Proactive Maintenance
Reactive Support RMA
TechSupport
Network Data
TAC
BusinessIntelligence
Installed
Base
Value-Add Partner Services
NetworkDiscovery
NetworkAssessment and Repair
Device Diagnostics
Customer Partner Cisco
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Smart Care and Collector Security Smart Care provides multiple layers of security. Security features are built into on the network collector during the data transport to and from Cisco and at Cisco when processing.
Processing at CiscoServers behind firewalls and secure switch network; Cisco® IT managed and limited access locked facility; Titan scripts hardened; intrusion detection system
Transport and PortalDevice detail only; data encrypted; HTTPS secure transport; no sensitive data; no company or personal data
Network Collector at Customer SiteBehind client firewall; all services run locally on Collector, SNMP (RO); Telnet and SSC access only; device configuration data only; encrypted for data transfer; Cisco.com ID login and password required; password rules
© 2013 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute.C97-721796-00 © Apr 4 2013 Cisco and/or its affiliates. All rights reserved. 9
Portal DemoDon’t change that channel!