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Smart Net Total CareThe Power of SNTC to the Cisco Partner

Scott Schell – Smart Service Business Development Manager

Tom Carroll – Smart Services Market Manager

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Agenda• Smart Net Total Care – What if?• Customer Value• Partner Value• How to Sell (Opportunity Identification)• Setting Expectations• Questions

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Smart Net Total CarePartner Value

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….with each customer you could reveal their uncovered Cisco products?

Grow SMARTnet revenue

….you gave each customer an accurate view of their end-of-support Cisco products?

Sell new Cisco products

….you gave the customer on-going up-to-date installed base and contract information?

Faster and more efficient SMARTnet renewals

….you could inform your customer about a published Cisco alert that could preempt network disruption?

PRICELESS!

Smart Net Total CareWhat If….

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Smart Net Total CareCustomer Value

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So many products and

contracts – it’s hard to manage

them all

With so many alerts - it’s hard to find the ones

that applyEntitlement

issues take too long to resolve

Life cycle planning data is too hard to find

and use

Are my Cisco products covered

with the right service level?

Smart Net Total Care Installed Base Management – What’s the Problem?

Tracking serial numbers and

contracts manually is

costly and error prone

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Detailed inventory reports and analysis via intuitive web portal!

Validate your Cisco installed

base

Identify products without service

coverage, with support about to expire, or past

LDoS

Smart Net Total Care Installed Base and Contract Management

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Deleted devices

86 devices added

See changes between July 1

and November 1

Know what changed in your network!

Card Added

Easily drill down to see details of added device

Smart Net Total Care Installed Base and Contract Management

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Alerts are correlated against your Cisco installed base!

A complete view of product alerts

specific to installed base

• Product Security Incident Response Team (PSIRT)

• Software alerts

• Hardware alerts

• Field notice alerts

Smart Net Total Care Proactive Alert Management

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Alerts are correlated against your Cisco installed base!

Shows all devices affected by specific alert

Easily drill down to find all details

of an alert

Smart Net Total Care Proactive Alert Management

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Transport to Cisco Data Center: - AES 128-bit data encryption, and HTTPS or

SSL connection- Sensitive credentials removed before transport

Smart Net Total Care: End-to-End Security

Collector on Customer Network: - Hardened- No root access- Password policy enforcement

Cisco Data Center: - Only accepts connections from registered

systems - Secure Cisco IT lock-and-key facility

Smart Net Total Care Portal: - Cisco.com credentials - User can see only their data

1001011111110011011001110101111111110100101111111001101

1001011110111011011111001101100111001010100011011111111101001011110111011011111001101

SECURE

Secure Transport

Cisco Collector

Customer Network

CiscoData Center

Cisco Smart Net Total Care Portal

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Smart Net Total Care identifies the customers Cisco inventory and securely communicates this to Cisco’s data center, where it is analyzed against Cisco manufacturing, security, shipping, and contract data. Resulting in a comprehensive view of their

installed base, service contracts, and product alerts.

Smart Net Total CareCustomer Needs SNTC Value

Accurate view of IB and Contracts

Actionable Reports

Contract Consolidation

Entitlement Confidence

Contract Renewal Ease

Timely RMA Assurance

Device Life Cycle Data

Device Specific Alert Notification

• “I want to identify my serial numbers and map to contracts.”

• “Doing this manually is costing me time and money.”

• “I want my records to be accurate and up to date.”

• “I want to simplify my service renewal process.”

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Top 10 International Bank

• What are the gaps and overlaps in service coverage?

• Are any network devices near or at EOL?

Customer Challenge

Impact on Customer• Identified 20% of network

devices were at or near retirement

• Determined more than 2/3 of chassis were uncovered by service contract

• Gained tighter control of its cost structure and improved SLA

• Cisco Smart Net Total Care Service to provide insights and proactive network support on a continuous basis

Cisco Solution

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Smart Net Total CarePartner Value

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….with each customer you could reveal their uncovered Cisco products?

Grow SMARTnet revenue

….you gave each customer an accurate view of their end-of-support Cisco products?

Sell new Cisco products

….you gave the customer on-going up-to-date installed base and contract information?

Faster and more efficient SMARTnet renewals

….you could inform your customer about a published Cisco alert that would preempt network disruption?

PRICELESS!

Smart Net Total CareWhat If….

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USE SNTC DATA TO BUILD A CONSULTATIVE PRACTICE ENABLING STRATEGIC CONVERSATIONS WITH YOUR

CUSTOMERS • Show your customer all changes to their network on a periodic basis, ensure they

know what is happening in their environment Inventory Delta Report

• Assure all RMAs and other MACDs are confirmed and contract adjustments are made Inventory Delta Report, Contracts Report

• Preempt network disruptions by proactively identifying and notifying users of installed devices impacted by Cisco published security alerts and advisories Alert Delta Report

• Develop a migration plan with the customer for EoS/EoL devices, removing the risk of network disruption and allowing timely replacement and accurate budgeting of cost for the customer Aggregated Report

• QBR Support – show your customer the changes in their network, illustrate the risk avoidance from device coverage, alerts, EoL/EoS Inventory Report, Inventory Delta Report, Alert Delta Report, Aggregated Report, Contracts Report

Smart Net Total CareTransactional to Consultative….“Stickiness Factor”

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Partner Brand with Smarts ServicesPartner Support Service (PSS) is a Smart Service that is available to eligible Partners PSS can be bundled into their Partner Branded service offers.

PSS deliverables are similar to SNTC for medium to large customers that prefer partner delivered services.

Smart Care is a Smart Service that is available to eligible Partners Smart Care can be bundled into their Partner Branded service offers

Smart Care is a Smart Service targeted at small to medium sized customers that prefer partner delivered services.

Smart Net Total Care (SNTC) is a Cisco Brand Smart Service

SNTC is delivered by Cisco to the end customer. Partner Access is available through customer authorization Partner visibility is reduced on devices covered by other

partners

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Smart Net Total CareOpportunity Identification

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Smart Net Total Care Identifying an SNTC OpportunityTarget Customer –

• Has large and diverse base of Cisco products

• Customers that experience one or more of the challenges identified earlier in the presentation:

Contract insight, Entitlement challenges, Complex renewalsEnd of Sale data and network relevant Alerts, Improved RMA support.

• Customer’s IT Staff that can support collector deployment.

• Customer has the desire to improve their current contract management processes.

Compelling Events –

• Rapid network growth or recent acquisition

• Network redesign and consolidation as the result of a corporate merger

• New technology purchase plans and need for correct installed base inventory

• Recent participation in a KTN or network assessment

• Approaching SMARTnet contract renewal

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Smart Net Total Care The Customer Conversation – The Defense

How to Handle Customer Objections We already have Asset Management tools (Prime LMS – Solar Winds)

Those are great tools that are complimented by SNTC, SNTC provides ease of access to Contract data, status, consolidation, delta reporting and other

features that compliment the asset management capabilities offered by those other tools.

I have a good handle on my Cisco Inventory.Reply: But do you have the same handle on your contract status? Few customers do. Could you benefit from a detailed report showing the current, accurate contract status for each

device in your network?

We don’t allow Collectors on our network.Reply: SNTC currently has over 1000 customers globally, in every industry and customer size. Many of those customers had similar concerns until they spoke to our security Subject Matter

Expert and our Collector Security Team. Would you be willing to speak with them so they can understand and address your concerns?

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Smart Net Total CareSetting Expectations

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Smart Net Total Care Setting Customer Expectations• Don’t forget to ask the customer to provide partner access!• Smart Net Total Care works with an extensive list of ‘Supported’ Cisco products

but not all products! A complete list will be available on Cisco.com and Partner Central and is updated

with each release. There is no support for Cisco ‘application’ software licenses in this release

• Smart Net Total Care does not … Generate a single service price for the network Generate a single service contract for the network

SNTC can simplify a complex contract structure, but not all service-levels can be consolidated (nor should they be)

Replace the CSCC contract management utilitySNTC can generate uploads for CSCC in preparation for a quote

Replace expert judgmentOnce in place, basic contract clean-up and consolidation is performed

There will always be some data quality updates that can only be managed by human resources familiar with the customer’s network

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential – FOR INTERNAL USE ONLY 23

Setting PreSales Deployment Expectations

Network Discovery is not Automatic; it requires Customer Engagement

• The customer must provide: Customer must complete the Collector Installation Questionnaire SNMP credential(s) for all Cisco devices to be collected Must provide an initial “Seed File” with IP address and Host Name of Key

network devices Will need to train on the use of the collector to run Network Discovery and to

maintain the collector Device List. May need to support iterative discovery sessions to complete network

access May have to open ports on firewalls to allow collector access to devices Will need to update ‘Device List’ routinely or Run periodic network discovery sessions

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Post Sales Engagement Process: An Engagement Project Manager (EM) and a Deployment Engineer will be

assigned: They will lead the engagement process. And support collector configuration and training.

Internal and External kickoff meetings will be led by the EPM to determine opportunity expectations. to establish process expectation and provide customer with product overview.

Customer completes and returns the collector Installation Questionnaire

Collector is installed by customer with remote support.

Seed file is created and loaded to the collector. (Joint effort Cisco/Customer).

Network device discovery is completed (Optional)

Device inventory is processed and ANSR report Generated

Training session using customer data is conducted by EM.

Data Validation and reconciliation begun led by account team or partner.

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Resources

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Resources• Have an Opportunity? Contact your Cisco PSDM for

assistance or

• Contact the SNTC BDM Team @• From Partner Central search Smart Net Total Care or follow

the link below http://tools.cisco.com/search/results/en/us/get#q=smart+net+total More Coming Soon – SNTC Assets will be posted to support the

November 11 Quote to Order Partner Enablement date.

• Or From Disti Central http://tools.cisco.com/search/results/en/us/get#q=smart+net+total More Coming Soon - SNTC Assets will be posted to support the

November 11 Quote to Order Distributor Enablement date.

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Smart Net Total CareQuestions?

Thank You!