Smart Care Managed Services Overview

7/23/2019 Smart Care Managed Services Overview

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Smart Care Andrés Carcache

Partner Success Manager

Sept 2015

Optimizando la entrega de Servicios Smart Care



Smart Care 1.15.2!

Key value-props for partners

Major NewRelease!

You asked for faster customer on-boarding…… and we listened!

•

Fast onboarding and operational efficienciesthrough automation

•

Monetizing opportunities from newOpportunity reports, Smart support and Smartinteractions

•

Better performance and quality in terms ofportal and device support



© 2011 Cisco and/or its affiliates. All rights reserved.

Provide globallyconsistent service

Know me, knowmy network

What Our Customers are Saying

Offer alternativeconsumptionmodels

for solutions

Help managecomplexity

Address my

businesschallengeswith

architecturallybased solutions

Assure

perforand services

the



Achieving the Goal

• Listen to the Customer and identify theirtechnical challenges.

•

Translate to a problem statement highligpoints

• Analyze and break down the problem strelation to ITIL processes.

•

Leverage understanding of ITIL / Smart servic•

Associate specific ITIL process to appropriate

•

Utilize the Services ROI tool in building a stroncase

•

Discuss with the customer the challenge in the methodology.

•

Propose the appropriate Smart solution, in term

•

Highlight distinctive benefits and value (utilizingbuilding a strong customer value business case

•

Eventually guide the customer to further discusSales team

Identify the Customer’s

Business challenge

Relate to ITIL processes

Map ITIL processes toSmart Services

Engage in positioningDone via conversation, Joint BusinessReview

ITIL R



ITIL Recap• Owned by the OGC V1 initiated in 80’s and has matured through v2 and v3

• A framework of best practices that defines an integrated process –based appro

• Can be applied to the provision of any service

• Provides guidelines to improve service quality at reduced IT cost

WHAT IS ITIL ?

•

• Only consistent and comprehensive documentation of best practices for IT Ser

• Provides for process standardization - helps to reduce risk of errors

• Improve level of service delivered to the business

• Great cost savings , through increased productivity and efficiency

WHY CUSTOMERS AREADOPTING ITIL ?



Potential Assessment ITIL Sma

Install Base! Do you have visibility of your installed base (IB) of Cisco devices?

! What are the bottlenecks in your network today?

!

What kind of devices do you have in your Network?

!

Do you have a baseline inventory?!

Do you have a defined MACD process? What is it?

!

How accurate is your IB?

Configuration

• How homogeneous are your configurations?

•

What is your degree of standardization?

Capacity

What is your current process for capacity management?

Risk Management•

How do you manage operational risk?

•

How do you quantify operational risk?

•

Do you know how many EoX devices you have?

•

Do you have a consolidated view of your security vulnerabilities?

•

What are your compliance targets? Do you achieve them?

Capacity

Management

Configuration

Management




Install Base / Inventory•

Installed Base / Inventory

•

How do you upgrade software?

•

What is your process to baseline the IB?

•

How do you keep your network records up to date?

•

How do you manage your inventory

Contract management

•

How could you consolidate your contracts?

•

How do you keep track of service coverage?• How many service contracts do you have today?

• How many support partners do you have today?

• Please describe your contract management system?

Service Level

Management

Configuration

Management


• What availability and restoration times must you achieve?•

What is your current restoration time and Network availability?

•

What would higher availability mean for your business? Quantify?

•

What would it mean to your business if you could improve the installed base

transparency/accuracy/efficiency by 30%?•

What is your current SLA setup with your customers?

•

How reactive vs. proactive vs. predictive is your organization?

•

% split of Network operations employees?

•

What is your cost of problem management?

•

Do you share data over the internet?

Problem

Management

Availability

Management

Event Management

Incident



Faster Onboarding and Greater Efficiethrough Automation

Import contracts & add

customers faster

Configure SNMP

for multiple devices

Auto-schedule

on-demand services

Support for

default credentials

Speed up initial set-up and simplify requalification

Reduce time to inventory networks andnetworks

Quickly realize “Smart” value without mprocesses

Reduce time to inventory networks andcustomers

Benefit



Monetization with Reports, Smart Supand Smart Interaction

Opportunity reports >Uncovered devicesand expiring/expired contracts

Smart support for CUCM10.x

Q&O support for UCSSmart Plays

Smart interactions >Cisco-recommended OSversions for devices

Laser focus on customers with maximurevenue streams

Extend the cost and time savings of “S

more devices

Reduce costs through standard practic

Benefit



Other Smart Care Performanceand Quality Improvements

Infrastructure

improvements

Overall portal

improvements

Customer-reported

defects resolved

Faster and more responsive Smart Ca

More robust and secure Smart Care P

Better device support and portal UI

Benefit



Key Benefit for Your Customers

Risk mitigation from:

• Actionable reports showing partnersuncovered devices and expiring/expiredcontracts in customer’s network. Ensures up-to-date coverage contracts are in place

• IOS version reporting to maintainrecommended OS versions in devices.

Ensures compliance with best practices• Expanded “Smart” coverage for customer

devices leading to better-supported networks

• Faster onboarding that results in “smarter”networks, sooner



© 2011 Cisco and/or its affiliates. All rights reserved.

KPI and BenefitsITIL Process

Customer DeptDeliverables Key benefit M

Incident Management

Operations

Service Request Management

Communication Management

Technical momentum

MTTR

Impact reduction

Confidence

90% fix

<2 Sev

Problem Management

Operations

Root Cause Analysis (RCA)

Major Incident analysis

Rectification planning

Zero reoccurrence of samefault

<2 occcausin

Change Management

Engineering

Operations

Cisco as a technical verifier in all changesdue to problems or in support of new featureimplementations

Zero faults due to plannedchanges

>95% c

Lifecycle Management

Engineering

Operations

Hardware Lifecycle reporting

Software Lifecycle reporting

Software version reporting

Service Management <25% L

<25% E

<4 SW

Business Continuity

Operations

Support development and review of Disaster Recovery Plan

Network Availability Quarte



Documents

Smart Care Managed Services Overview