Networking Academy
Maintenance
US/Canada Theater
Pilot Overview
Nov 2007 - Updated
Presentation_ID
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
1
Topics
 Describe New Service
 Implementation Process
 Project Timeline
Presentation_ID
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
2
Service Offerings for Networking Academies
Two Service Offerings:
1. Purchase SMARTnet (or equivalent) with
discounts – Currently in place, no changes
2. Service offering to address long standing
customer satisfaction issues – Networking
Academy Maintenance
Presentation_ID
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
3
Networking Academy Maintenance Pilot
Networking Academy Maintenance is a new service contract
created to strategically address a key customer-satisfaction
issue related to maintenance costs.
Networking Academy Maintenance Pilot:
• Create necessary business processes to support the contract
• Run a pilot test in US/CAN from August 2007 – August 2008
• Allow any US/CAN Academy to participate
• Gain feedback: verify that the contract meets objectives
• Collect statistics: verify manpower and resource impacts
• Stretch goal: measure long-term viability and scale across theaters
Presentation_ID
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
4
Why Provide New Maintenance?
Customer Satisfaction:

Past surveys indicate hardware & maintenance costs are a “top
three” reason why academies don’t expand or sustain their
programs.

Responses indicate what instructors need most from
SMARTnet services is to access Cisco IOS Software.

Address customer satisfaction by developing a strategy to
provide three key services under a new Networking Academy
Maintenance contract.

Impact academies’ ability to sustain their programs by providing
cost-effective access to Cisco IOS Images.

Long-term positive impact on student opportunities and
success.
Presentation_ID
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
5
Networking Academy Maintenance
Services
CON-NAC
Cisco Learning Institute
(nonprofit partner)
•Provides centralized contract
management
Cisco IOS
Images
•Administers instructor CCO access
CCO Access and
Documents
•Support Desk provides level-1
technical support
TAC Support
•Support Desk arbitrates TAC Cases
•Provides approved software
Hardware
Replacement
N/A
•Reports & monitors usage to
validate appropriate access
Note: During the initial pilot, Cisco will donate the
cost of this service to all participating academies.
Presentation_ID
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
6
Maintenance Sign-up Process Overview
Steps:
LMC
Instr
Academy
2
1.
Academy LMC opens a ticket with the
Support Desk requesting access to
Networking Academy Maintenance.
2.
LMC provides Academy name and address,
plus instructors’ names, e-mail addresses,
academy IDs, and CCO account IDs.
3.
Support Desk verifies info submitted.
4.
Support Desk sends docs describing the
rules of engagement
5.
LMC acknowledges reception of document by
responding in the ticket notes.
6.
Support Desk adds Instructors to the new
Networking Academy Maintenance Contract.
7.
Support Desk closes the ticket.
Instr
LMC
Instr
LMC
Academy
1
Academy
3
Instr
Instr
Instr
CLI
Support Desk
Note: During the sign-up process, the Support Desk will request
an inventory of equipment. We’ll use this information to make
informed decisions about future product updates.
Presentation_ID
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
7
Entitlement (Capabilities) Overview
How this service is delivered through Cisco Learning Institute
Entitlements:
LMC
Instr
Academy
2
Instructors have privileged access
to CCO. They go directly to
www.cisco.com
Instr
LMC
Instr
LMC
Academy
1
Academy
3
Instr
Instr
Instructors have privileged access
to Cisco IOS Images.
They go directly to:
Software Download on CCO.
Instr
CLI
Support Desk
Support Desk
Fronts
TAC
Presentation_ID
If instructors encounter problems
with Cisco software or hardware,
they can open a ticket with the
Support Desk.
Instructor Direct
Access to
IOS & CCO
The Support Desk provides level-1
technical support & can open
a case with TAC for additional
assistance.
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
8
Monitoring and Back-End Auditing
Verify conformance and maintain integrity
Process:
LMC
Instr
Customer Advocacy’s Business Controls
continuously runs a back-end auditing
process against this contract.
Academy
2
Instr
LMC
Instr
Instructors reference:
Networking Academy Maintenance Image &
Hardware Support
LMC
Academy
1
Academy
3
Instr
Instr
If the product is listed in the document then
Networking Academy instructors can
download
Instr
CLI
Support Desk
Support Desk
Fronts
TAC
Presentation_ID
If an instructor downloads non-approved
software, CA auditing will notify Networking
Academy that the violation has occurred
Instructor Direct
Access to
IOS & CCO
Support Desk process is being developed to
maintain database of active instructors.
Use annual audit reports, poll LMCs, sync
with annual Academy Connection update.
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
9
Technical Support Scenario
How Networking Academy Maintenance support is delivered
Instructor opens a ticket
with the Support Desk and poses a
technical question
Instructor
Support Desk routes the technical
question to level-one support
CLI
Support Desk
Cisco
Systems
TAC
Technical team either resolves the
technical issue, or opens a case for
additional support with Cisco TAC
Technical team completes the
process by documenting the solution
in the ticket and routing it back to the
Support Desk administrator
Support Desk records the Q&A in the
answer database for future reference
Answer
Database
Presentation_ID
Support Desk routes response back to
the instructor and (with approval) closes
the ticket
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
10
Proof of Concepts & Phase 1 Pilot:
US/Canada Timeline
6-14-07
US/Canada
Proof-of-Concept
#2 Begins
6-30-07
8-01-07
US/Canada
Pilot Begins
US/Canada
Proof-of-Concept
#2 Ends
Phase 1 Pilot
Completes
Announce
Theater Phased
Roll-outs
Cost & Viability
Study Conducted
US/Canada
Proof-of-Concept
#1 Ends
6-15-07
US/Canada
Pilot Announced
Austin, TX
Academy Conference
12-30-07
Validate Model:
Extendable,
Scalable,
Sustainable
TBD
TBD
6-18-07
Presentation_ID
8-30-08
US/Canada
last day to
participate
US/Canada
Proof-of-Concept
#1 Begins
5-16-07
Extended to:
2-29-08
12-30-07
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
11
Q and A
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