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CDR Ross “Rusty” Orvik, DON ESL Team Lead
May, 18th 2016
DON Cisco SMARTnet JELACISCO Tech Day Brief
DoD JELA Overview
Pre-JELA:
• Thousands of contracts across
DoD
• Inconsistent pricing, limited
economies of scale
• Coverage gaps
• Re-inspection and re-instatement
fees
• Security vulnerabilities
• Limited asset visibility
• Non-standard software updates –
licensing and compliance issues
JELA:
• One contract, two pricing models, co-termed performance period
• Global 24x365 technical support for all existing Cisco-branded hardware and software eligible for SMARTnet coverage plus new purchases during the period of performance
• Next Business Day and limited 4-Hour hardware replacement
• Streamlined access to technical services
• Enterprise Portal (ICRS - Inventory Collection and Reporting System) to manage assets
• Allotment for Classified Network Services and enhanced SMARTnet (4-hour replacement)
• Classified Network Services
• Cisco Technical Education and Cisco Technical Knowledge Library
• Engineering and consulting support (maintain status quo deliverables)
• Governance structure facilitates DoD, Joint and individual efforts
DON “base period” 18 Jun 2015 - 17 Jun 2016 plus three 1yr options2
Qualitative JELA Benefits
End-User BenefitsEnterprise-Level Benefits
• Maintain status quo for advanced users:
Users currently receiving enhanced
SMARTnet, Classified Network Support, or
Advanced Services will continue to receive
them at no additional cost
• Additional services: Enhanced SMARTnet
provided for up to 10% of installed base value
and points awarded based on enrollment tier
can be used for additional advanced services
• Training: Provide user licenses for Cisco
Technical Knowledge Library and other
potential training offerings
• Ease of ordering: Create a one-stop shop
for all Cisco services with ability to order off
product catalog (at an additional cost)
• Asset visibility: Provide a customized,
serialized asset management portal to track and
manage the DON’s >250,000 pieces of
equipment
• Streamlined administration: Eliminate
administrative burden of having to manage
>13,000 annual delivery orders and >300
suppliers
• Security: Mitigate risks to information assurance
and network security by improving coverage of
the network
• Compliance: Eliminate gray-market purchasing
by ensuring all orders are processed through the
JELA
• Cost Transparency: Full visibility into installed
base value, end-of-life requirements, and support
costs
• Alignment with DOD Strategic Roadmap
3
DON Cisco SMARTnet Website
• The DON Cisco SMARTnet website can be accessed through the PEO-EIS
Portal at the following link:
https://navy.deps.mil/peoeis/sites/pmm110/ciscosmartnet/default.aspx
• DOD CAC required to access; utilizing email certification
1. DoD CISCO SMARTnet JELA Contract
2. SMARTnet Overview
3. CISCO Additional Services Overview
4. Cisco ICRS Portal
5. Information Portal
6. Training & FAQs
7. BSO Hierarchy & POCs
8. Policies & Governance
9. Cisco SMARTnet Fact Sheet
1 2 3 4 5
6 7 8 9
4
What is Covered
• Equipment:– Equipment is considered to be all Cisco-branded hardware and
software eligible for SMARTnet coverage. Equipment ownership is determined by which organization has the Property Book accountability or if not on a Property Book, which organization has Operations and Maintenance responsibility for the equipment.
• Cisco SMARTnet:– Maintenance support is defined as follows: Global 24-hour
access to experts in the Cisco TAC
– Self-help support through Cisco.com
– 8x5x Next business day hardware replacement
– Updates, upgrades and patches for OS software and all licensed Feature sets
5
SMARTnet
JELA Support - Unlimited
Cisco Support Website (Cisco.com)
• Immediate self-support through online resources
Software Updates
• Maintain the resiliency of your network- IOS and Application Software Updates- Protect investment, increase performance and add
new functionality for existing hardware
Advanced Hardware Replacement
• Maximize operational continuity, operations, and risk mitigation- Time-sensitive delivery - Next Business Day hardware replacement, upgrade
to 4-Hour replacement depending on enrollment model
Cisco Technical Assistance Center (TAC)
• Resolve issues to maintain network performance- Service-first, faster time to resolution- Global network and software engineers, certified
professionals with continuous training and rotations
- Adaptive trouble-shooting methodologies
Technical Knowledge Library
Access to Cisco intellectual property – including technical white papers, case studies, self-study guides, validated configurations, and on-demand videos
6
JELA Additional Support -Limited
Limited Support:
• Cisco Technical Education
• 4-Hour Hardware Replacement
• Classified Network Services
Limited by Point Availability:
• Engineering Support
• Consulting Support
7
• Interactive e-Learning portal, 13k+ modules
- All-Access Package: Data Center,
Network Basics, Route / Switch, Security,
Collaboration, Wireless
- Virtual labs
• Administrators can:
- Develop curricula based on training needs
- Track student activities, progress
- Report on overall portal and individual
module utilization
• Enrollee personnel can:
- Address immediate issues, self-serve,
avoid travel / downtime
- Prepare for Cisco certification
(certification testing not included)
Cisco Technical Education (CTE) - Overview
8
• Replace critical networking
equipment within a 4-hour window
• Up to 10% of enrollee’s Cisco
installed base
• Limited coverage locations must be
pre-verified
4-Hour HardwareReplacement – Overview
9
• Personalized high-touch support from
dedicated, cleared Cisco operations
managers and network engineers
• Expedited routing and call handling
• Transmit and receive classified information
via SIPR and VOSIP
• 8am–8pm x 5 Days/week
Classified Network Services (CNS) - Overview
10
Engineering & Consulting Support - Overview
Deliverable-Based Engagements
Consulting: experienced technology, business, and management consultants with specific Defense expertise –example backgrounds:
• ICT professionals
• Enterprise Architects
• Business Analysts
• Data scientists
• Program and operations managers
• Strategic planning and facilitation expertise
• Governance expertise
• Communications expertise
• Project and Program Managers
• Network Consulting Engineers
• Technology Architects
UC,
Cloud,
Mobility,
Network Management,
Core (Service Provider/ Enterprise)
Engineering: network optimization and operation, network design engineering, project and program management, lab and test support
11
DON CiscoSMARTnet Website
• The DON Cisco SMARTnet website can be accessed through the PEO-EIS
Portal at the following link:
https://navy.deps.mil/peoeis/sites/pmm110/ciscosmartnet/default.aspx
• DOD CAC required to access; utilizing email certification
1. DoD CISCO SMARTnet JELA Contract
2. SMARTnet Overview
3. CISCO Additional Services Overview
4. Cisco ICRS Portal
5. Information Portal
6. Training & FAQs
7. BSO Hierarchy & POCs
8. Policies & Governance
9. Cisco SMARTnet Fact Sheet
1 2 3 4 5
6 7 8 9
12
POCs
Name Position/Role Email Address Telephone #
Christine Lamer DON Cisco Project Officer
[email protected] 703-432-7462
Maj Matthew Moreno
DON Cisco DeputyProject Officer
703-432-7450
Dennis Fellin DON Cisco Contracting Officer
[email protected] 717-605-5659
Daja McEntire DON CISCO Customer Support
703-432-7403
ICRS & SMARTnet Entitlement POC TAC Case Escalation POC
[email protected] [email protected]
13
• DON Cisco SMARTnet Website* –
– https://navy.deps.mil/peoeis/sites/pmm110/ciscosmartnet/default.aspx
• DOD Cisco SMARTnet JELA Inventory, Collection & Reporting
System (lCRS)* –
– https://gs-pubtools.cisco.com/usnicrs/home.htm
• Cisco Support Site -
– www.cisco.com/cisco/web/support/index.html
Important Cisco SMARTnet
URLs
14
Questions?
15