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December 2010 Partner Support Service Overview. © 2010 Cisco Systems, Inc. All rights reserved. 2 Agenda Collaborative Services, Customer Response Collaborative.

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Presentation on theme: "December 2010 Partner Support Service Overview. © 2010 Cisco Systems, Inc. All rights reserved. 2 Agenda Collaborative Services, Customer Response Collaborative."— Presentation transcript:

1 December 2010 Partner Support Service Overview

2 © 2010 Cisco Systems, Inc. All rights reserved. 2 Agenda Collaborative Services, Customer Response Collaborative Technical Support Defined PSS Overview How Smart Impacts PSS Delivery, Eligibility

3 © 2010 Cisco Systems, Inc. All rights reserved. 3 Customers Response to Collaboration 84%* Find a collaborative approach valuable or very valuable (offerings that leverage partner expertise, with Cisco breadth, depth, and vision) Address my business challenges with solutions delivered by partners who combine partners knowledge of my business with Ciscos knowledge of Cisco technology 93%* Find a collaborative delivery approach (that allows partners to lead in close collaboration with Cisco) valuable or very valuable * Based on Cisco research (KS&R)of over 500 Global Customers

4 © 2010 Cisco Systems, Inc. All rights reserved. 4 Two Distinct Services Address the Requirements Partner Builds Upon, Sells and Delivers Partner Sells Collaborative Services Collaborative Services Cisco Branded Services Cisco Branded Services Partner Uses Cisco Service Capabilities As an Ingredient Inside Their Unique Service Offerings Partner Uses Cisco Services to Easily Extend Their Service Offerings Cisco Intellectual Capital and Services Infrastructure Cisco Delivers

5 © 2010 Cisco Systems, Inc. All rights reserved. 5 1 Family of service offerings sold only to partners Cisco assets enable Partner Success, Progressive Collaborative Delivery Expands Partners Practices Combines Cisco intellectual capital, smart service innovation, and service infrastructure with a Partners resources to create a compelling solution Consistent Program Structure, Portfolio Evolution, Efficient Operations, Partner Practice Differentiation More Opportunity for Cisco and Partners Partners Own Customer Relationship, More Risk-Sharing with Cisco, Optimizes Resources for Expanding Portfolio Partner Success Through Cisco Collaborative Services 23

6 © 2010 Cisco Systems, Inc. All rights reserved. 6 Transforming Our Services Portfolio Meeting the Needs of Our Partners and Customers Full Portfolio of Offers Routing and Switching Security WLAN Unified Communications TelePresence Data Center/Virtualization Partner Support Service Smart Care Collaborative Technical Support Collaborative Professional Services

7 © 2010 Cisco Systems, Inc. All rights reserved. 7 Growth – Expand the Services Practice Improve business processes Develop workforce effectiveness Manage change initiatives effectively Increase Operational Efficiency Collaborate uniquely Create new sources of competitive advantage Deliver services faster, more efficiently Differentiation – Remain Competitive Reduce investment Costs Improve collaboration tools Reduce lengthy time to market Profitability – Lower Operating Costs Increase customer satisfaction Better evaluate customer needs Accelerate services updates Maintaining Customer Loyalty and Cross Selling Create new services (innovation) Expand into new markets and geographies Expand current customer relationships Partner Support Service Responding to Partner Needs

8 © 2010 Cisco Systems, Inc. All rights reserved. 8 Collaborative Technical Support 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 Benefits Partner Support Service For eligible partners, this service combines Ciscos 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. Partner Support Service

9 © 2010 Cisco Systems, Inc. All rights reserved. 9 Partner Feedback What Drives Value IB Management Alert Reporting Device Diagnostics

10 10 © 2010 Cisco Systems, Inc. All rights reserved. Installed Base Management IB Management Inventory Management Contract Management Inventory Management Contract Management Inventory Value: Greater network visibility and integration with Cisco simplifies business operations, speeds problem resolution & enables pro-active support

11 11 © 2010 Cisco Systems, Inc. All rights reserved. Alert Reporting Product For Collected Inventory Intellishield Reports PSIRT Reports EOX Reports HW Field Reports For Collected Inventory Intellishield Reports PSIRT Reports EOX Reports HW Field Reports Value: : Proactively identifies your customer's impacted devices therefore improving risk management and maintaining network health

12 12 © 2010 Cisco Systems, Inc. All rights reserved. Device Diagnostics Diagnostics Self Diagnostics Environmental System Log Configuration Self Diagnostics Environmental System Log Configuration Value: Accelerates early diagnosis and remediation of issues through proactive, rules-based problem resolution, improving service delivery, increasing availability and mitigating risks

13 © 2010 Cisco Systems, Inc. All rights reserved. 13 Secure Connectivity T Partner Support Service Delivery Flow Customer Partner Device Alerts Correlation and Analytics Knowledge Bases Back-end Systems Business Systems Analytics Delivery Systems Web Services Network Operations Business Systems Network Information (Inventory, HW/SW, Configs) Secure Connectivity Hardware Replacement Inventory Reports Contract Mgmt Reports Alert Reports Notifications TAC Support OS and tools Delivery Ops Partner Resources and Capabilities Cisco

14 © 2010 Cisco Systems, Inc. All rights reserved. 14 Partner Support Service Initial Service Release Evaluation Only Smart Portal Smart Bonding

15 © 2010 Cisco Systems, Inc. All rights reserved. 15 Partner Support Service US and Canada Release Schedule Initial Evaluation Initial Evaluation PSS next version PSS V0.5 Evaluation – one network per partner Limited Availability – Purchasable service for unconstrained number of customers

16 © 2010 Cisco Systems, Inc. All rights reserved. 16 How Cisco Defines Smart Capabilities: Smart Is… Benefits Greater visibility into network health Access to proven best practices and expertise Operational effectivenessincreasing ROI Business effectivenessbetter technology consumption Flexible options to meet different needs Gathering data via ongoing secure connection Correlating data against Cisco intellectual capital Providing intelligenceproactive and predictive Delivered machine-to-machine or machine-to-person Delivering service via Web 2.0 technologies

17 © 2010 Cisco Systems, Inc. All rights reserved. 17 Expand sell higher value services for greater profitability Differentiate services; gain a competitive edge Increase customer satisfaction and retention with greater consistency, accuracy Improve ongoing network health with increased reliability and performance Reduce capital investments to grow practice Effectively scale to meet customer demand with operational efficiency Partner Support Service Benefits

18 © 2010 Cisco Systems, Inc. All rights reserved. 18 Partner Support Service Eligibility United States and Canada Theater Eligibility for Partner Support Service Requires CSPP Participation and: Gold Certification Comprehensive Onsite Audit for Technical Support Services And Minimum of the 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

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20 © 2010 Cisco Systems, Inc. All rights reserved. 20 FeaturesBenefits Collaborative Technical Support Partner Support Service Standard four pillars of support with smart capabilities and actionable intelligence Network device insight to resolve equipment resource issues Relevant best practices captured from 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 Device level support that incorporates smart service capabilities and Cisco expertise with partner resources to expand partners business practices. Increase market penetration and global reach of network support services Migrate customers from break-fix, device level support to solution-driven approach Respond to rising cost pressures 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

21 © 2010 Cisco Systems, Inc. All rights reserved. 21 How We Market Together + Growth and Profitability SimplificationFlexibilityAlignment Collaborative Services Collaborative Services Cisco Branded Services Cisco Branded Services Partner Value Cisco Services

22 © 2010 Cisco Systems, Inc. All rights reserved. 22 Partner Support Service Capabilities Smart Portal Smart Bonding

23 © 2010 Cisco Systems, Inc. All rights reserved. 23 Why Partner Support Service? 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

24 © 2010 Cisco Systems, Inc. All rights reserved. 24 Collaborative Technical Support 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 Benefits Partner Support Service For eligible partners, this service combines Ciscos 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. Partner Support Service


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