KTN0106SCMPAccountTeamPartnerPresentation

7/31/2019 KTN0106SCMPAccountTeamPartnerPresentation

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2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 1SCM052SCMP Account Team / Partner Presentation_ v1.1.ppt

SCMP Preparationfor Account Teams

and Partners

Service Contract Management PracticePreparation Know the Network.

Always.


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2 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSCM052SCMP Account Team / Partner Presentation_ v1.1.ppt

Preparation Objectives

Review Service Contract

Management Practice

Review next level of detail onthe Service ContractManagement Engagementincluding roles and

responsibilities

Discuss timeline for andcommitment to engagement

Understand conclusions from

customer profile Review next steps


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Goals of the SCMP Engagement

Conduct a one-time co-managed network discovery and

service contract update

Synch the partner / end-customer view and Ciscos view

Establish a streamlined co-managed process

Ensure ongoing updates and synchronization as the network changes

Know the Network.

Always.

Success targets:

End-customers network view = Ciscos view Improved service contract accuracy (90%+)

Trained and committed owners for ongoing co-management

Effective co-managed process in place to ensure proper networkcoverage

Reduced service contract administration activities


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Benefits of Service Contract Management

Customer

Reduces risk of networkoutages; contributes toconfidence in network up time

Enables improved service

Validates / confirms the currentCisco assets in the network

Creates an ongoingco-managed process to keepthe service contracts in synchwith changes in the network

Improves business operations

Decreases networkcompliance and securityissues

Drives improved assetmanagement accounting /depreciation

Increases business controlfor asset ownership,usage, and procurement

Partner Cisco

Increases customer satisfaction

Aids Service DeliveryPerformance

Increases knowledge and trustof Cisco asset/inventory data,locations, and Service Levels

Reduces risk of networkoutages and non-entitled events

Identifies uncovered equipmentin network

Establishes a collaborativeprocess for co-managingcontract/inventory data andMACD updates

Improves business operations

Network compliance andsecurity

Asset managementaccounting / depreciation

Asset ownership, usage,and procurement businesscontrols

Identifies uncoveredequipment in the network

Improves renewal cycle time,and efficiency; increase salesproductivity

Increases customer and

partner satisfaction Increases Service Delivery

Performance and ContractAccuracy

Improves entitlementverification and speed;reduces service leakage

Improves depot sparing

accuracy Establishes a collaborative

process for co-managingcontract/inventory data andMACD updates

Eases introduction of newservice offerings


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Introduction

Assessment

Preparation

Customer Kickoff

Engagement Plan

Train SCMP

Train CNAC

Install collector

Perform networkdiscover andinventory

Send data to Cisco

Parse collected data

Validate SN/PID

Produce reports

Send reports

Establish targetview

Map locations toSite IDs

Create contracts

Create quotes

Get quote approval

Manage $0 updates

Confirm updates

Establish MACD*process

Establishentitlement controls

Close engagement

Implement MACD(Ongoing)

Engage Collect Process Apply Maintain

Co-Managed Service Contract Management

Average Three Month Engagement (Based on size and complexity)

*MACD = Moves, Adds, Changes, and Deletions

3 weeks 1 week 1 week 8 weeks


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Roles and Responsibilities

Verify completeness and changes to Target View

Map locations to hostnames

Manage requests for service contract creation / adjustment

Create service quotes, where necessary

Update service contracts where necessary

Upon completion, confirm that CIBER matches the Target View

Account Team / Partner

Responsibilities

Set customer expectations for: Customers responsibilities in the co-managed engagement and process

Engagement timeframe

Ongoing MACD process

Commit to ongoing co-management with the customer

Train on SCMP process; review reports and define Target View

Request service contract creation / adjustment

Establish MACD process with customer

Maintain service contract accuracy and correctness

Account Support Team /Partner

Verify completeness and changes to Target View

Map locations to hostnames

Manage requests for service contract creation / adjustment

Create service quotes, where necessary

Update service contracts where necessary

Upon completion, confirm that CIBER matches the Target View

Roles

Commit to ongoing service contract co-management

Train on CNAC; perform discovery and inventory

Establish the Target View

Map hostnames to locations

Assign coverage

Establish ongoing MACD process for managing network changes

Confirm service contract changes

Customer / Partner


7/157 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialSCM052SCMP Account Team / Partner Presentation_ v1.1.ppt

Introduction Assessment Recommend

AccountTeam /Partner

Preparation

CustomerKick-Off

EngagementPlan

SCMP Self-Service Solution Engage

Audience/Receiver

Task

Theater Ops Account Team/Theater Ops.

Theater Ops Theater Ops/Account Team

Account Team/Partner


Introduce SCM Value Process Expectations Criteria

Timeframe

PrepareAccount Team /Partner: Process Expectations Timeline

Conductassessment oncandidate Survey Profile Tool

Account TeamAccount Team

Recommend oneof three coursesof action to the

Account Team Training &

Education KTN Solution SCMP Classic

PrepareCustomer Kick-Off presentation

Performpresentation


Customer Customer

Developengagementplan

Providefeedback toTheater Opsfor tracking

1-3 weeks

Task

Owner

CollectEngage Process MaintainApply



SCMP Self-Service Solution Collect

Send CNACTraining

Link

CNACTraining

Send CNACDownload

Link

InstallCNAC

PerformDiscovery and

Inventory

SendEncrypted

Data

Task

Owner

Audience/Receiver

Task

Account Team

Send link forCNAC training

Timeframe

Download andinstall CNAC

ConfigureCNAC

Downloadsand reviewCNACtraining

PerformCNAC

training Complete

COLTassessment

Customer/Partner NE

Receivesnotification ofsuccessfulcompletion ofCNAC trainingSends CNAC

download link

PerformDiscovery

PerformInventory

Collecthostname to

physicaladdressmappingdetails

CNAC alias

Sendencrypted fileto Cisco

Customer/

Partner NE

Account Team

Customer/Partner NE

Customer/

Partner NE

Customer/

Partner NE

Customer

/PartnerNE

1 week




SCMP Self-Service Solution Process

Task

Owner

Audience/Receiver

Task

Data Analyst Account Team/

Partner

Decryptinventory data

Parse inventoryusingappropriatetools

Timeframe

Review ISIR* Send

encryptedISIR* toCustomer

Inform TheaterOps

Generate ISIR: One encrypted

ISIR * forPartner &Customer use

One

un-encryptedISIR* forAccount Team

Customer

Data Analyst Data Analyst

1-2 weeks

Perform SN /PID validationusingappropriatetools


* ISIR = In-Service Inventory Report

ParseData

ValidateSN / PID

ProduceReport

Review andSend Report




SCMP Self-Service Solution Apply (1)

EstablishTarget View

ReviewTarget View

MapLocationsto Site IDs

Create Site IDsand Contracts

Task

Owner

Audience/Receiver

Task

Customer /

Partner / AccountTeam

Maphostnames tophysicallocations

Assign andconfirm targetservice

coverage Confirm Target

View * Send Target

View *

Timeframe

Determine andcategorizechanges

Map physicallocations toSite IDs

Request to

create Site IDsand contracts

Update TargetView *


Create Site IDsand Contracts


Account SupportTeam / Partner

CustomerService

CustomerService

Verify TargetView * forcompleteness

Determine if sitemapping isneeded

Work withCustomer tomap missingcoverage / siteinfo, if necessary


3-8 weeks * Target View = proposed view of Service Contracts


Customer



SCMP Self-Service Solution Apply (2)

ParseData

ValidateSN / PID

ProduceReport


CreateQuote

ApproveQuote

UpdateContract

Get CustomerSign-Off

Task

Owner

Audience/Receiver

Task

Timeframe

Create quotefor adds andservicechanges

Submit quoteto Customer

Approvequote

Verify changesin CIBER

Compare TargetView to CIBER

Notification thatcontracts areupdated

CustomerAccount SupportTeam / Partner

Customer





Notify Customerthat contractsare updated

RequestCustomer tosign-off onchanges

Customer

3-8 weeks

CollectEngage Process Apply Maintain



SCMP Self-Service Solution Maintain

ParseData

ValidateSN / PID

ProduceReport


EstablishMACD*

EstablishEntitlement

Controls

CloseEngagement

ImplementMACD*

TaskOwner

Audience/Receiver

Task



EstablishMACD*process withCustomer

Agree on

frequency ofMACD*updates

Timeframe

ONGOING Collect MACD*

changes Apply MACD*

updates

Establish fullentitlement

Notification thatMACD process isin-place

Run metricsbaseline(Contract

Accuracy &Correctness)

Closeengagement


Customer


Theater Ops

Theater Ops.

Overlaps with Apply Phase * MACD = Moves, Adds, Changes and Deletes

CollectEngage Process MaintainApplyCollectEngage Process MaintainApply



SCMP Deliverable

Provides a detailed view of validated, actionable information, including currentservice coverage, uncovered equipment, and End of Service equipment

Based on equipment information taken directly from the network inventory

Room for customer / partner to document requested changes / updates

Assists the Account Team in managing and executing the changes

In-Service Inventory Report Account Team and Partner / Customer Versions



Next Steps

Ask questions get familiar with current Know the Networkprocess and available materials

Commit to SCMP Co-management for the account

Create customer kick-off document from available collateral

Meet with Partner / Customer for kick-off meeting Explain the program

Obtain Partners/Customers commitment to co-manage

Develop engagement plan

Get started


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KTN0106SCMPAccountTeamPartnerPresentation

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