Partner Support Service 202
July 2013
© 2013 Cisco and/or its affiliates. All rights reserved.
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 business implications of PSS
• Understand the process to assess and adopt the components of PSS
© 2013 Cisco and/or its affiliates. All rights reserved.
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Agenda
Review: PSS 101
Progress so far
Is Partner Support Service right for my business?
PSS adoption best practices
Key takeaways
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What makes a Cisco service “smart”?
…Which Collect
Services with…
Automated
Software-Enabled
Capabilities
…Which Is
Analyzed
and Compared With
Cisco’s Deep
Knowledge
Base
Cisco Installed
Base & Diagnostic
Data
+
…to Provide
Actionable
Insight
+
CISCO DEEP KNOWLEDGE BASE
25 years of networking innovation & leadership
6 million annual customer interactions
50 million installed devices
90,000+ technical documents
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Partner Support Service
Develop and deploy services based on both foundational & smart capabilities
Smart
Capabilities
IB Management
Alert Reporting
Device
Diagnostics
Software Updates
Advance Hardware
Replacement
Online Technical Resources
Partner Access to Cisco
TAC
Foundational
Capabilities
Smart
Interactions
- Smart Bonding
- Smart Portal
- Smart APIs
- PSS Support
Community
Combining visibility
to end customer devices
and networks with Cisco
intellectual capital
Drive Incremental Services Revenue
Improve Operational Support Margins
Increase Customer Loyalty
© 2013 Cisco and/or its affiliates. All rights reserved.
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Agenda
Review: PSS 101
Progress so far
Is Partner Support Service right for my business?
PSS adoption best practices
Key takeaways
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PSS Results
Growth
• Over 300% growth in partner customer deployments in 2013
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
• 200+ customers deployments worldwide of Smart- enabled Partner offers
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Is PSS right for my business?
Business Goals
Strategic Initiatives
Operations
People,
Process, Technology
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Agenda
Review: PSS 101
Progress so far
Is Partner Support Service right for my business?
PSS adoption best practices
Key takeaways
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PSS adoption best practices: Adoption “tracks”
Ops & Delivery track:
Foundation service delivery, maximize rebates
Smart Adoption track:
Go-to-Market & Scale track:
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Deploy, Operate, Business Impact, benefits
Marketing, Sales, Legal, Finance
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Adoption Track: Operations & Delivery
Operations & Delivery
© 2013 Cisco and/or its affiliates. All rights reserved.
Smart Adoption
Go-to-Market & Scale
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Adoption Track: Operations & Delivery
Purpose
Milestones and Activities
Desired Outcome
Operations & Delivery
© 2013 Cisco and/or its affiliates. All rights reserved.
• Ensure partner readiness for collaborative service
delivery under the CSPP framework
• Identify and analyze target PSS customers
• Evaluate delivery capabilities
• Partner orders PSS for a select group of customers
Smart Adoption
Go-to-Market & Scale
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12
Rebate projection
• Work with your
Cisco Partner
Business Consultant
• Identity best
customer targets
• Minimize your SR /
RMAs to maximize
your rebates
Operations & Delivery
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Smart Adoption
Go-to-Market & Scale
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Delivery analysis
Case complexity
Cisco TAC case categories
Operations & Delivery
© 2013 Cisco and/or its affiliates. All rights reserved.
Smart Adoption
Go-to-Market & Scale
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Adoption track: Smart adoption
Operations & Delivery
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Smart Adoption
Go-to-Market & Scale
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Adoption track: Smart adoption
Purpose
• Test drive smart services
• Understand their impact on your business
• Deploy smart with 3-5 pilot customers
Milestones and Activities
• Review data w/various partner stakeholders
• Identify improvements based on smart
Desired Outcome
• Partner understands the value of smart and is
ready to scale it
Operations & Delivery
© 2013 Cisco and/or its affiliates. All rights reserved.
Smart Adoption
Go-to-Market & Scale
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Best practice: Phased adoption
Crawl
Pilot
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Walk
2 customers
Run
12 customers
Sprint
Scale
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Best practice: Phased adoption
Crawl
Pilot
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Walk
2 customers
Run
12 customers
Sprint
Scale
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Coverage opportunity in a customer network
Contract Status
Count of Contract Status
# of Chassis
Catalyst 2960S-48FPS-L Switch
1
Catalyst 2960S-48LPS-L Switch
8
Catalyst 2960S-48TS-L Switch
1
Cisco 1841 Integrated Services Router
6
Cisco 1941 Integrated Services Router
2
Cisco 2811 Integrated Services Router
19
Cisco 2851 Integrated Services Router
2
Cisco 2911 Integrated Services Router
8
Cisco 837 ADSL Broadband Router
2
Cisco 877 Integrated Services Router
2
Cisco ASR 1001 Router
2
Cisco ME 3400G-12CS-A Switch
2
ME3400
1
Grand Total
56
Operations & Delivery
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Smart Adoption
Go-to-Market & Scale
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Coverage opportunity in a customer network
Contract Status
Count of Contract Status
# of Chassis
Catalyst 2960S-48FPS-L Switch
1
Catalyst 2960S-48LPS-L Switch
8
Catalyst 2960S-48TS-L Switch
1
Cisco 1841 Integrated Services Router
6
Cisco 1941 Integrated Services Router
2
Cisco 2811 Integrated Services Router
19
Cisco 2851 Integrated Services Router
2
Cisco 2911 Integrated Services Router
8
Cisco 837 ADSL Broadband Router
2
Cisco 877 Integrated Services Router
2
Cisco ASR 1001 Router
2
Cisco ME 3400G-12CS-A Switch
2
ME3400
1
Grand Total
56
Operations & Delivery
© 2013 Cisco and/or its affiliates. All rights reserved.
Chassis Coverage
50
40
30
Total
20
10
ACTIVE
COVERED
OVERDUE
NOT COVERED
66% of the chassis are not
covered by a support contract
10 chassis are overdue
Smart Adoption
Go-to-Market & Scale
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Product refresh opportunity: Last Day of Service
Row Labels
2007-Mar-01
2011-Dec-31
2012-Jun-28
2012-Nov-30
2013-Oct-31
2013-Dec-31
2014-Mar-15
2014-Nov-27
2014-Dec-27
2015-Jul-31
2016-Oct-31
2016-Nov-30
2016-Dec-31
2017-Jul-31
2017-Sep-30
2017-Oct-31
Grand Total
Count of Product Family
Operations & Delivery
© 2013 Cisco and/or its affiliates. All rights reserved.
3
6
2
2
1
6
1
1
3
7
27
3
2
8
1
6
79
13 devices are already past EoLDoS
7 devices this year
5 devices next year
1/3 of the installed based
is due for refresh!
Smart Adoption
Go-to-Market & Scale
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OS fragmentation
Operations & Delivery
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Smart Adoption
Go-to-Market & Scale
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Software alerts review
Operations & Delivery
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Smart Adoption
Go-to-Market & Scale
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Adoption track: Go-to-Market & Scale
Operations & Delivery
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Smart Adoption
Go-to-Market & Scale
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Adoption track: Go-to-Market & Scale
Purpose
Milestones and Activities
Desired Outcome
Operations & Delivery
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• Scale to a fully integrated & repeatable process
• Develop a collaborative/smart offer
• Integrate “smart” into day-to-day operations
• Partner has a collaborative offer
• Partner built a smart-based offering
Smart Adoption
Go-to-Market & Scale
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Best practice: Phased adoption
Crawl
Walk
Run
Sprint
Operations & Delivery track
Smart Adoption track
Pilot
© 2013 Cisco and/or its affiliates. All rights reserved.
2 customers
12 customers
Scale
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Best practice: Phased adoption
Crawl
Walk
Run
Sprint
Operations & Delivery track
Smart Adoption track
Go-to-Market & Scale track
Pilot
© 2013 Cisco and/or its affiliates. All rights reserved.
2 customers
12 customers
Scale
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Agenda
Review: PSS 101
Progress so far
Is Partner Support Service right for my business?
PSS adoption best practices
Key takeaways
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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
successful
• Cisco PSS resources are assigned to help you succeed
• Approach your PSDM in order to kick-off the process
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