partner support service 202
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Partner Support Service 202. September 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 partner business implications of PSS - PowerPoint PPT PresentationTRANSCRIPT
© 2013 Cisco and/or its affiliates. All rights reserved.
Partner Support Service 202
September 2013
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2
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 partner business implications of PSS • Understand the process to assess and adopt the components of PSS
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3
Agenda
PSS market growth
Review: PSS 101
Is Partner Support Service right for my business?
PSS adoption best practices
Key takeaways
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How do I integrate “smart” into my
offers and operations?
How do I maximize my CSPP rebates
with PSS?
Partner Challenges and Questions
How do I evaluate the fit of PSS to
my business?
How do I successfully
move from CBR to a Collaborative
model?
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What makes a Cisco service “smart”?…Which Collect
Cisco Installed Base & DiagnosticData
Services with…
Automated Software-EnabledCapabilities
Cisco’s Deep Knowledge Base
…Which Is Analyzedand Compared With
++
…to Provide
Actionable Insight
CISCO DEEP KNOWLEDGE BASE25 years of networking innovation & leadership
50 million installed devices
6 million annual customer interactions
90,000+ technical documents
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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 capabilities
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Agenda
PSS market growth
Review: PSS 101
Is Partner Support Service right for my business?
PSS adoption best practices
Key takeaways
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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• 240+ customers deployments worldwide of Smart-enabled Partner offers
Identified Opportunity*• Uncovered Chassis: well over 30%• Chassis past Last Day of Support: ~14%• Chassis reaching LDoS within the next 12 months: ~7%
PSS Results through FY13
*avg across all collected customer networks
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Strategic Initiatives
Processes, People, Technology
How can PSS enhance your processes and operations to support your strategic business goals?
Assessing Fit with your Current Business Model
Create Collaborative Offer
Insertion into NOC, Sales, Contract Management, etc.
Business Goals
Grow Managed Service Practice
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Am I already delivering
Collaborative services?
Are my MS customers
calling me or Cisco for break/fix?
What is my predominant
business model?
Identifying your Starting Point
Do I have the procedures and
tools (TT, CMDB) to support mycustomers?
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Agenda
Review: PSS 101
Is Partner Support Service right for my business?
PSS adoption best practices
Key takeaways
PSS market growth
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Crawl Walk Run Sprint
Pilot 2 customers 12 customers Scale
Best practice: Phased adoption
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PSS adoption best practices: Adoption “tracks”
Go-to-Market & Scale track:Marketing, Sales, Legal, Finance
Smart Adoption track: Deploy, Operate, Business Impact, Benefits
Ops & Delivery track: Foundation Service Delivery, Maximize Rebates
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Run
12 customers
Sprint
Scale
Run
12 customers
Sprint
Scale
Crawl
Pilot
Walk
2 customers
Best practice: Phased adoption
Operations & Delivery Track
Smart Adoption Track
Go-to-Market & Scale Track
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Operations & Delivery Track
• Ensure your readiness for collaborative service delivery under the CSPP frameworkPurpose
Milestones and Activities
• Identify target PSS customers & analyze potential rebates
• Ensure your Help Desk has capability to resolve cases
Desired Outcomes• Order PSS for a select group of customers
• Measure rebate results
Smart Adoption Go-to-Market & Scale Operations & Delivery
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Operations & Delivery Track – MilestonesMilestones Owner Description
Initial delivery capability review PBC/Partner WebEx meeting
PBC - initial IB analysis and review PBC PBC metrics analysis of the partner customer base from a delivery metric POV. This analysis results
in a "what if" scenario projecting expected rebates if these customers renewed as PSS contracts.
Target PSS customers list for PSS ordering
PSDM/BDM/PARTNER Based on the PBC analysis, the partner will create a list of good PSS candidates.
Target PSS customer list analysis PBC/PSDM/PARTNER
Further drill down based on the PBC analysis. In some cases need to agree on included customer name conventions, contract numbers, data validity, methodology, etc.
Partner delivery gap analysis based on PBC analysis PBC Partner readiness to resolve L0-L2 incidents w/o escalating to Cisco.
Target PSS customer list agreed PARTNER Based on the analysis, a list is locked and dated.Internal process review - collaborative delivery PBC/PARTNER Mainly evaluation of NOC and contract renewal processes.
Q&O training PSDM/PARTNER PSS quoting and Ordering readiness PSDM/PARTNER Making sure the partner imported the price file and can order. Create test quotes.
PSS quote to pilot customers PARTNER Validate by PSDM. Compare to SNT pricing.PSS ordered to pilot customers PARTNER
PBC - initial IB analysis and review
PBCPBC metrics analysis of the partner customer base from a delivery metric POV. This analysis results in a "what if" scenario projecting expected rebates if these customers renewed as PSS contracts.
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Example: Target PSS Customer Analysis
Cisco TAC Case Categories
Case Complexity
Smart Adoption Go-to-Market & Scale Operations & Delivery
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Example: Target PSS Customer Rebate Projection
• Identity best customer targets
• Minimize your SR / RMAs to maximize your rebates
Smart Adoption Go-to-Market & Scale Operations & Delivery
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Smart Capabilities Adoption Track
• Key stakeholders understand the value of smart• Smart incorporated into operations• Ready to scale smart
Desired Outcomes
• Deploy smart with 3-5 pilot customers• Review smart data and value with key stakeholders• Identify improvements based on pilot results
Milestones and Activities
• Test drive smart services• Understand their impact on your businessPurpose
Operations & Delivery Go-to-Market & Scale Smart Adoption
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Smart Adoption Track – MilestonesStep Milestones Owner Description
1 Smart components socialization with executive champions and stakeholders. BDM
There should be at least one champion from sales, marketing, and operations/NOC. Describe and discuss smart components in terms of top line revenue growth, lowering operating margins, and increasing customer loyalty to business owners and technical team in terms of partner vision/goals and strategies . The goal is to get in buy-in and clear stakeholder support. Additionally, milestones should be shared and a venue for updates to executives provided.
2 PSS technical knowledge transfer EMThe Engagement Manager (EM) works with partner designee to help ensure an orderly pilot. This should be the minimum required to deploy the pilot.
3 Smart Portal COLT training and registration completed EM/PARTNER EM to provide training to partner and assist in registration.
4 Target customers for Smart pilot identified and agreed upon PSDM/BDM/PARTNER Based on the PBC analysis. Customers who fit the profile, fit the metrics,
and have a renewal approaching.
5 Smart services pilot deployment initiated EM/BDM/PARTNER
This pilot is preferably with a few friendly customers. The documentation needs to cover partner and customer benefits to help the partner "sell" the pilot to the customer.
6 IB&A (collector deployed, inventory uploaded) BDM/EM/PARTNER
Use the data to uncover sales opportunities, opportunities to lower service delivery costs, and opportunities to differentiate in the market. Work with partner leads to understand data
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Smart Adoption Track – Milestones (Continued)
Step Milestones Owner Description7 Smart Portal data reviewed and analyzed by partner
exec sponsor and stakeholders.BDM/PARTNER Business presentation of information uncovered from the collection.
8Smart Portal data presented to partner's functional groups to identify ways to "smart-enable" their current workflows
BDM/EM/PARTNER
An onsite meeting to review specific business opportunities for each functional area (sales, marketing, contract management, help desk, NOC operations). Opportunities must be captured and prioritized within a partner-driven implementation plan.
9 Internal process review - smart services integration BDM/PARTNER Review lessons learned, and begin to formulate GTM ideas.
10 Repeat customer pilotsBDM/EM/PARTNER
Repeat initial deployment(s) and data analysis with more customers. See the Envision methodology present in the playbook. The partner should aim for 3-5 pilot customer deployments.
11 Prepare business case and implmentation plan for partner exec approval
BDM/EM/PARTNER
Includes market need/opportunity, partner offer(s), customer benefits, operations implementation plan, resource requirements, etc. as part of proposal to partner to scale PSS.
Smart Portal data presented to partner's functional groups to identify ways to "smart-enable" their current workflows
BDM/EM/PARTNER
An onsite meeting to review specific business opportunities for each functional area (sales, marketing, contract management, help desk, NOC operations). Opportunities must be captured and prioritized within a partner-driven implementation plan.
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Operations & Delivery Go-to-Market & Scale Smart Adoption
Coverage Opportunity in a Customer NetworkContract Status
Count of Contract StatusRow Labels Chassis-Catalyst 2960S-48FPS-L Switch 1Catalyst 2960S-48LPS-L Switch 8Catalyst 2960S-48TS-L Switch 1Cisco 1841 Integrated Services Router 6Cisco 1941 Integrated Services Router 2Cisco 2811 Integrated Services Router 19Cisco 2851 Integrated Services Router 2Cisco 2911 Integrated Services Router 8Cisco 837 ADSL Broadband Router 2Cisco 877 Integrated Services Router 2Cisco 880 3G Integrated Services Router 3Cisco 887VA M Integrated Services Router 2Cisco ASA 5520 Adaptive Security Appliance 1Cisco ASR 1001 Router 2Cisco Catalyst 2950C 24 Switch 1Cisco Catalyst 2950G 24 EI Switch 1Cisco Catalyst 2950G 48 EI Switch 5Cisco Catalyst 2960-24TC Switch 3Cisco Catalyst 2960G-24TC Switch 2Cisco Catalyst 2960S-48FPD Switch 11Cisco Catalyst 3560-48PS Switch 1Cisco Catalyst 3560-48TS Switch 1Cisco Catalyst 3560G-24TS Switch 2Cisco Catalyst 3560G-48PS Switch 2Cisco Catalyst 3560G-48TS Switch 4Cisco Catalyst 3750-24FS Switch 1Cisco Catalyst 4507R Switch 2Cisco Catalyst 6509 Switch 2Cisco ME 3400G-12CS-A Switch 2ME3400 1Not Available 2(blank)Grand Total 102
ACTIVE OVERDUE0
102030405060
Chassis Coverage
UN-COVERED
UNCOVERED DEVICES
DEVICES IN INSTALLED BASE
• 37 out of 102 chassis are not covered by a support contract
• 10 chassis are overdue
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Product Refresh Opportunity: LDoSEoLDoS Count of
Product Family2007-Mar-01 32011-Dec-31 62012-Jun-28 22012-Nov-30 22013-Oct-31 12013-Dec-31 62014-Mar-15 12014-Nov-27 12014-Dec-27 32015-Jul-31 72016-Oct-31 272016-Nov-30 32016-Dec-31 22017-Jul-31 82017-Sep-30 12017-Oct-31 62018-Jan-31 112018-Mar-31 76Grand Total 166
• 12% of the installed based is due for refresh!
• 13 devices past EoLDoS• 7 more this year• 5 more in 2014
Operations & Delivery Go-to-Market & Scale Smart Adoption
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OS fragmentation
Operations & Delivery Go-to-Market & Scale Smart Adoption
• Consulting Opportunity ($$)
• Consolidation can Lower Partner Operational Costs
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Map “As-is” Processes
Document Processes: ProcessesPeople & TasksTechnology & ToolsKey Metrics
Analyzing Business Processes for Introducing “Smart”
Enhance Processes Via: Smart Collectors Reports & Alerts Smart Portal APIs Device Diagnostics Smart Bonding
Identify Gaps & Implement
Improvements
Ongoing “Smart-enabled” Processes
Manage Processes Via: DocumentationKPIsOngoing optimization
Prepared by partner in advance During workshop On-going by partner
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Example: Enhancing Generic Entitlement Process
SN and contract validated using IB Management
Correct entitlement
Case escalated to Cisco
Initiate a support case
Updated Process with Installed Base Management:
• Identify People, Technology & Tools throughout Process
• Identify Key Performance Indicators (KPIs)
Initiate a support case
Entitlement accepted (Y/N)
or resolution required
Search for SN and contract
number
Case escalated to Cisco
Serial # and contract
validated by Cisco (Y/N)
Entitlement accepted or resolution required
Call-in Determine Device Details
Validate Entitlement Escalate Validate Entitlement Resolved/Corrected
Existing Process:
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Go-to-Market & Scale Track
• Launched a collaborative offer• Partner built a smart-based offering
Desired Outcomes
• Develop a collaborative/smart offer• Integrate “smart” into day-to-day operationsMilestones and Activities
• Scale to a fully integrated & repeatable process Purpose
Operations & Delivery Smart Adoption Go-to-Market & Scale
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Go-to-Market Track – Milestones
Milestones Owner
Detailed offer development – based on pilots PARTNER
Internal contract management and ops process re-engineering PARTNER
External offer definition PARTNER
Define target market and develop marketing plan PARTNER
Develop sales plan and compensation PARTNER
Address legal aspects PARTNER
Develop ops training materials PARTNER
Develop sales training materials PARTNER
Launch new offer PARTNER
Define target market and develop marketing plan PARTNER
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Go-to-Market Strategy depends greatly on the Partner’s business goals and market strategy
• Enhancing existing offers
• Creating new offers
• RFI/RFP submissions
• Offense/Defense
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Run
12 customers
Sprint
Scale
Run
12 customers
Sprint
Scale
Crawl
Pilot
Walk
2 customers
Best practice: Phased adoption
Operations & Delivery Track
Smart Adoption Track
Go-to-Market & Scale track
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Agenda
Review: PSS 101
Is Partner Support Service right for my business?
Key takeaways
PSS market growth
PSS adoption best practices
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 32© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 32
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 more successful quickly
• Cisco PSS resources are in place with the expertise to help you succeed
• Approach your PSDM in order to kick-off the process