© 2013 Cisco and/or its affiliates. All rights reserved.

Partner Support Service 202

July 2013

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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

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Agenda

Progress so far

Review: PSS 101

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

Cisco Installed Base & DiagnosticData

Services with…

Automated Software-EnabledCapabilities

Cisco’s Deep Knowledge Base

…Which Is Analyzedand Compared With

++

…to Provide

Actionable Insight

CISCO DEEP KNOWLEDGE BASE25 years of networking innovation & leadership

50 million installed devices

6 million annual customer interactions

90,000+ technical documents

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Partner Support Service

Drive Incremental Services Revenue

Increase Customer Loyalty

Improve Operational Support Margins

Combining visibility to end customer devices and networks with Cisco intellectual capital

Smart Capabilities

Software Updates Advance Hardware Replacement

IB Management Alert Reporting Device Diagnostics

Online Technical Resources Partner Access to Cisco TAC

Smart Interactions

- Smart Bonding - Smart Portal - Smart APIs - PSS Support Community

Foundational Capabilities

Develop and deploy services based on both foundational & smart capabilities

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Agenda

Progress so far

Review: PSS 101

Is Partner Support Service right for my business?

PSS adoption best practices

Key takeaways

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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

PSS Results

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Is PSS right for my business?

People, Process, Technology

Operations

Strategic Initiatives

Business Goals

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Agenda

Review: PSS 101

Is Partner Support Service right for my business?

PSS adoption best practices

Key takeaways

Progress so far

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PSS adoption best practices: Adoption “tracks”

Ops & Delivery track: Foundation service delivery, maximize rebates

Smart Adoption track: Deploy, Operate, Business Impact, benefits

Go-to-Market & Scale track: Marketing, Sales, Legal, Finance

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Adoption Track: Operations & Delivery

Smart Adoption Go-to-Market & Scale Operations & Delivery

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Adoption Track: Operations & Delivery

• Ensure partner readiness for collaborative service delivery under the CSPP framework

Desired Outcome

Milestones and Activities

Purpose

• Identify and analyze target PSS customers

• Evaluate delivery capabilities

• Partner orders PSS for a select group of customers

Smart Adoption Go-to-Market & Scale Operations & Delivery

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Rebate projection

Smart Adoption Go-to-Market & Scale Operations & Delivery

• Work with your Cisco Partner Business Consultant

• Identity best customer targets

• Minimize your SR / RMAs to maximize your rebates

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Delivery analysis

Cisco TAC case categoriesCase complexity

Smart Adoption Go-to-Market & Scale Operations & Delivery

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Adoption track: Smart adoption

Operations & Delivery Go-to-Market & Scale Smart Adoption

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Adoption track: Smart adoption

• Test drive smart services

• Understand their impact on your business

• Deploy smart with 3-5 pilot customers

• Review data w/various partner stakeholders

• Identify improvements based on smart

• Partner understands the value of smart and is ready to scale it

Desired Outcome

Milestones and Activities

Purpose

Operations & Delivery Go-to-Market & Scale Smart Adoption

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Crawl Walk Run Sprint

Pilot 2 customers 12 customers Scale

Best practice: Phased adoption

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Crawl Walk Run Sprint

Pilot 2 customers 12 customers Scale

Best practice: Phased adoption

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Coverage opportunity in a customer networkContract Status

Count of Contract Status # of Chassis-Catalyst 2960S-48FPS-L Switch 1Catalyst 2960S-48LPS-L Switch 8Catalyst 2960S-48TS-L Switch 1Cisco 1841 Integrated Services Router 6Cisco 1941 Integrated Services Router 2Cisco 2811 Integrated Services Router 19Cisco 2851 Integrated Services Router 2Cisco 2911 Integrated Services Router 8Cisco 837 ADSL Broadband Router 2Cisco 877 Integrated Services Router 2Cisco ASR 1001 Router 2Cisco ME 3400G-12CS-A Switch 2ME3400 1Grand Total 56

Operations & Delivery Go-to-Market & Scale Smart Adoption

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Coverage opportunity in a customer network

ACTIVE OVERDUE

Chassis Coverage

Total

NOT COVERED

Contract Status

Count of Contract Status # of Chassis-Catalyst 2960S-48FPS-L Switch 1Catalyst 2960S-48LPS-L Switch 8Catalyst 2960S-48TS-L Switch 1Cisco 1841 Integrated Services Router 6Cisco 1941 Integrated Services Router 2Cisco 2811 Integrated Services Router 19Cisco 2851 Integrated Services Router 2Cisco 2911 Integrated Services Router 8Cisco 837 ADSL Broadband Router 2Cisco 877 Integrated Services Router 2Cisco ASR 1001 Router 2Cisco ME 3400G-12CS-A Switch 2ME3400 1Grand Total 56

50

40

30

20

10

66% of the chassis are not covered by a support contract

10 chassis are overdue

Operations & Delivery Go-to-Market & Scale Smart Adoption

COVERED

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Product refresh opportunity: Last Day of ServiceRow Labels Count of Product Family2007-Mar-01 32011-Dec-31 62012-Jun-28 22012-Nov-30 22013-Oct-31 12013-Dec-31 62014-Mar-15 12014-Nov-27 12014-Dec-27 32015-Jul-31 72016-Oct-31 272016-Nov-30 32016-Dec-31 22017-Jul-31 82017-Sep-30 12017-Oct-31 6Grand Total 79

13 devices are already past EoLDoS

7 devices this year

5 devices next year

1/3 of the installed basedis due for refresh!

Operations & Delivery Go-to-Market & Scale Smart Adoption

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OS fragmentation

Operations & Delivery Go-to-Market & Scale Smart Adoption

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Software alerts review

Operations & Delivery Go-to-Market & Scale Smart Adoption

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Adoption track: Go-to-Market & Scale

Operations & Delivery Smart Adoption Go-to-Market & Scale

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Adoption track: Go-to-Market & Scale

Operations & Delivery Smart Adoption

• 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 offeringDesired Outcome

Milestones and Activities

Purpose

Go-to-Market & Scale

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Crawl Walk Run Sprint

Pilot 2 customers 12 customers Scale

Best practice: Phased adoption

Operations & Delivery track

Smart Adoption track

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Crawl Walk Run Sprint

Pilot 2 customers 12 customers Scale

Operations & Delivery track

Smart Adoption track

Go-to-Market & Scale track

Best practice: Phased adoption

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Agenda

Review: PSS 101

Is Partner Support Service right for my business?

Key takeaways

Progress so far

PSS adoption best practices

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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