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© 2008 Cisco Systems, Inc. All rights reserved.Cisco Confidential 1 KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt KTN Preparation for Account Teams and Partners Process Understanding and Alignment Know the Network. Always.
2 © 2008 Cisco Systems, Inc. All rights reserved.Cisco Confidential KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt Getting Started Review Know the Network benefits, processes, roles and capabilities Discuss timeline for – and commitment to – engagement Review and schedule next steps
3 © 2008 Cisco Systems, Inc. All rights reserved.Cisco Confidential KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt Know the Network The Know the Network (KTN) solution is a set of business capabilities for collection-led, intelligent installed base management. KTN is embedded in many existing Cisco programs or may also be offered as a one-time event. Network Inventory reports contain uncovered items, Last Date of Support (LDoS) items, contract status and site information. Know the Network enables contract correctness and provides increased revenue opportunities and a strong value proposition to both customer and partner interactions. What is the Process? ENGAGE: Assess whether an account is a good candidate for a KTN engagement, create a Profile in the KTN Portal, get the customer’s and partner’s commitment to proceed - and get started COLLECT: Prepare a customer or partner Network Engineer and collect network data PROCESS: Cisco validates the network data against current Cisco Service Contract details and supplies a detailed actionable report APPLY: Analyze the report & review with the customer to identify and perform desired Service Contract changes using Moves, Adds, Changes, Deletes (MACD) process MAINTAIN: Implement a robust repeatable MACD process to ensure ongoing Service Contract integrity, based on the needs of the business Improves service delivery performance and contract accuracy and correctness Drives improved asset control for accounting and depreciation Increases business control for asset ownership, usage and procurement Establishes collaborative process for co-managing service contract/inventory data and MACD updates Reduces risk of network outages. Enables confidence in network up-time, network integrity and proactive control of assets What are the Benefits?
4 © 2008 Cisco Systems, Inc. All rights reserved.Cisco Confidential KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt Goals of the KTN Engagement Conduct a one-time co-managed network discovery and service contract update Sync the partner / end-customer view and Cisco’s view Establish a streamlined co-managed process –Ensure ongoing updates and synchronization as the network changes Know the Network. Always. Success targets: –End-customer’s network view = Cisco’s view –Effective ongoing co-managed process and owners in place to ensure proper network coverage –Reduced service contract administration activities
5 © 2008 Cisco Systems, Inc. All rights reserved.Cisco Confidential KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt More Benefits of a Know the Network Engagement Reduces risk of network outages; contributes to confidence in network up time Enables improved service Validates / confirms the current Cisco assets in the network Creates an ongoing co-managed process to keep the service contracts in sync with changes in the network Improves business operations –Decreases network compliance and security issues –Drives improved asset management accounting / depreciation –Increases business control for asset ownership, usage, and procurement Partner Increases customer satisfaction Aids Service Delivery Performance Increases knowledge and trust of Cisco asset/inventory data, locations and Service Levels Reduces risk of network outages and non-entitled events Identifies uncovered equipment in network and equipment refresh opportunities Establishes a collaborative process for co-managing contract/inventory data and MACD updates Improves business operations –Network compliance and security –Asset management accounting / depreciation –Asset ownership, usage, and procurement business controls Identifies uncovered equipment in the network and equipment refresh opportunities Improves renewal cycle time, and efficiency; increase sales productivity Increases customer and partner satisfaction Increases Service Delivery Performance and Contract Accuracy Improves entitlement verification and speed; reduces service leakage Improves depot sparing accuracy Establishes a collaborative process for co-managing contract/inventory data and MACD updates Eases introduction of new service offerings Customer Partner Cisco
6 © 2008 Cisco Systems, Inc. All rights reserved.Cisco Confidential KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt Co-Managed KTN Engagement Introduction Preparation Customer Kickoff KTN Training Train on Network Collection Install collector Perform network discover and inventory Data sent to Cisco Parse collected data Validate SN/PID Produce reports Send reports Review report Confirm data represents the network Review for changes/updates Coverage, Service Levels, locations, LDOS, etc. Create & approve quotes Manage $0 updates Establish MACD* process Close engagement Implement MACD (Ongoing) *MACD = Moves, Adds, Changes, and Deletions 1. Engage 2. Collect 3. Process4. Apply5. Maintain Cisco Customer/Partner Customer/PartnerCisco Customer/Partner Cisco
7 © 2008 Cisco Systems, Inc. All rights reserved.Cisco Confidential KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt Roles and Responsibilities Account Team / Partner Responsibilities Train on KTN process Approach customer about doing a KTN engagement – discuss: Customer’s responsibilities in the co-managed process Engagement timeframe and resources Ongoing MACD process commitment Review and present KTN reports/findings – review with customer and initiate appropriate contract updates Establish MACD (Moves, Adds, Changes, Deletes) process with customer Ongoing service contract management Account Support Team / Partner Train on collection method (e.g., CNAC, Easy Inventory) Collect network data Transmit data files to Cisco Roles Commit to ongoing service contract co-management (pre-requisite) Confirm network collection report represents their network Review and identify appropriate service coverage levels/changes Confirm service contract updates completed Establish ongoing MACD process for managing network changes Customer / Partner Customer / Partner Network Engineer Verify report completeness; work with customer – planned service contract changes Submit, manage and confirm service contract changes Create, submit and manage service quotes for new coverage Map locations to hostnames Upon completion, confirm that CIBER matches the customer’s view
8 © 2008 Cisco Systems, Inc. All rights reserved.Cisco Confidential KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt Introduction Account Team / Partner Preparation Customer Kick-Off Engagement Plan Know the Network Solution – Engage Audience/ Receiver Task Theater OpsTheater Ops/ Account Team Account Team/ Partner Introduce KTN Value Process Expectations Criteria Timeframe Prepare Account Team / Partner: Process Expectations Timeline Account Team Prepare Customer Kick- Off presentation Perform presentation Account Team/ Partner Customer Develop engagement plan Provide feedback to Theater Ops for tracking 1-3 weeks Task Owner Collect Engage ProcessMaintainApply
9 © 2008 Cisco Systems, Inc. All rights reserved.Cisco Confidential KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt Know the Network Solution – Collect Collector Training Install Collector Perform Discovery and Inventory Send Encrypted Data Task Owner Audience/ Receiver Task Timeframe Download and install Collector Download and install SWIFT License Configure Collector Downloads and review Collector training Perform Collector training Complete COLT assessment Perform Discovery Perform Inventory Collect hostname to physical address mapping details Send encrypted file to Cisco Customer/ Partner NE 1 week CollectEngageProcessMaintainApply
10 © 2008 Cisco Systems, Inc. All rights reserved.Cisco Confidential KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt Know the Network Solution – Process Task Owner Audience/ Receiver Task Data Analyst Decrypt inventory data Parse inventory using appropriate tools Timeframe Post ANSR for Account Team/ Partner to access Generate ANSR: One external ANSR* for Partner & Customer use One internal ANSR* for Account Team use Account Team/ Partner Data Analyst 1 week Perform SN / PID validation using appropriate tools Account Team/ Partner * ANSR = Actionable Network Snapshot Report Parse Data Validate SN / PID Produce Report Send Report CollectEngageProcessMaintainApply Data Analyst
11 © 2008 Cisco Systems, Inc. All rights reserved.Cisco Confidential KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt Know the Network Solution – Apply Confirm data represents the network Create & approve quotes Manage $0 updates Task Owner Audience/ Receiver Task Customer Confirm that the data represents the customer’s network Timeframe Determine and categorize changes Submit changes Request changes Create quotes Account Team/ Partner Make contract changes as appropriate Account Team/ Partner Account Support Team / Partner Customer Service Work with customer to establish list of changes/updates Determine if site mapping is needed Assign and confirm target service coverage Consider contract consolidation Account Support Team / Partner 3-8 weeks * Target View = proposed view of Service Contracts CollectEngageProcessMaintainApply Customer Partner / Account Team Download and review ANSR report Compare to other sources as appropriate Discuss with customer Customer Review Report Review for changes/ updates
12 © 2008 Cisco Systems, Inc. All rights reserved.Cisco Confidential KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt Know the Network Solution – Maintain Parse Data Validate SN / PID Produce Report Establish MACD* Close Engagement Implement MACD* Task Owner Audience/ Receiver Task Account Team/ Partner Account Support Team / Partner Establish MACD* process with Customer Agree on frequency of MACD* updates Timeframe ONGOING Collect MACD* changes Apply MACD* updates Book order Close engagement Theater Ops/ Cisco Customer Account Team/ Partner Overlaps with Apply Phase * MACD = Moves, Adds, Changes and Deletes CollectEngageProcessMaintainApply CollectEngageProcessMaintainApply
13 © 2008 Cisco Systems, Inc. All rights reserved.Cisco Confidential KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt KTN Deliverable – A Network Collection Report Provides a detailed view of validated, actionable information, including: current Service Coverage, Uncovered Equipment and Last Date of Support (LDoS) equipment Based on equipment information taken directly from the network collection Assists the Account Team in managing and executing the changes Actionable Network Snapshot Report (ANSR) – Account Team and Partner / Customer Versions
14 © 2008 Cisco Systems, Inc. All rights reserved.Cisco Confidential KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt Next Steps Ask questions – get familiar with current Know the Network process and available materials Commit to KTN Co-management for the account Meet with Partner / Customer for kick-off meeting –Explain the program –Obtain Partner’s/Customer’s commitment to co-manage –Develop engagement plan –Get started
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