Professional Documents
Culture Documents
Cisco Confidential
Preparation Objectives
Review Service Contract Management Practice Review next level of detail on the Service Contract Management Engagement including roles and responsibilities Discuss timeline for and commitment to engagement Understand conclusions from customer profile Review next steps
Cisco Confidential
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 network coverage Reduced service contract administration activities
Cisco Confidential
Partner
Increases customer satisfaction Aids Service Delivery Performance Increases knowledge and trust of Cisco asset/inventory data, locations, and Service Levels Reduces risk of network outages and non-entitled events Identifies uncovered equipment in network Establishes a collaborative process for co-managing contract/inventory data and MACD updates Improves business operations Network compliance and security Asset management accounting / depreciation Asset ownership, usage, and procurement business controls
Cisco
Identifies uncovered equipment in the network Improves renewal cycle time, and efficiency; increase sales productivity Increases customer and partner satisfaction Increases Service Delivery Performance and Contract Accuracy Improves entitlement verification and speed; reduces service leakage Improves depot sparing accuracy Establishes a collaborative process for co-managing contract/inventory data and MACD updates Eases introduction of new service offerings
Cisco Confidential
Train CNAC Install collector Perform network discover and inventory Send data to Cisco
Establish target view Map locations to Site IDs Create contracts Create quotes Get quote approval Manage $0 updates Confirm updates
Establish MACD* process Establish entitlement controls Close engagement Implement MACD (Ongoing)
3 weeks
1 week
1 week
8 weeks
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 Verify completeness and changes to Target View Map locations to hostnames Manage requests for service contract creation / adjustment Create service quotes, where necessary Upon completion, confirm that CIBER matches the Target View Commit to ongoing service contract co-management Manage requests for service contract creation / adjustment Train on CNAC; perform discovery and inventory Create service quotes, where necessary Establish the Target View Map hostnames to locations Update service contracts where necessary Assign coverage Upon completion, confirm that CIBER matches the Target View Establish ongoing MACD process for managing network changes Confirm service contract changes
2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Updatecompleteness and changes to Target View Verify service contracts where necessary Map locations to hostnames Customer / Partner
Introduction
Assessment
Engagement Plan
Theater Ops
Account Team/ Theater Ops. Conduct assessment on candidate Survey Profile Tool
Account Team/ Partner Develop engagement plan Provide feedback to Theater Ops for tracking
Recommend one of three courses of action to the Account Team Training & Education KTN Solution SCMP Classic
Account Team
Account Team
Customer
Customer
1-3 weeks
SCM052SCMP Account Team / Partner Presentation_ v1.1.ppt 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Account Team
Customer/ Partner NE
Account Team
Customer/ Partner NE
Customer/ Partner NE
Downloads and review CNAC training Perform CNAC training Complete COLT assessment
Receives notification of successful completion of CNAC training Sends CNAC download link
Download and Perform install CNAC Discovery Configure Perform CNAC Inventory Collect hostname to physical address mapping details
Customer/ Partner NE
Customer/ Partner NE
CNAC alias
1 week
2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Parse Data
Validate SN / PID
Produce Report
Data Analyst
Data Analyst
Data Analyst
Account Team/ Partner Review ISIR* Send encrypted ISIR* to Customer Inform Theater Ops
Generate ISIR: One encrypted ISIR * for Partner & Customer use One un-encrypted ISIR* for Account Team Account Team/ Partner
Customer
1-2 weeks
SCM052SCMP Account Team / Partner Presentation_ v1.1.ppt
Customer / Partner / Account Team Map hostnames to physical locations Assign and confirm target service coverage Confirm Target View * Send Target View * Account Team/ Partner
Account Team/ Partner Verify Target View * for completeness Determine if site mapping is needed Work with Customer to map missing coverage / site info, if necessary
Customer Service
Determine and categorize changes Map physical locations to Site IDs Request to create Site IDs and contracts Update Target View * Customer Service
Customer
3-8 weeks
SCM052SCMP Account Team / Partner Presentation_ v1.1.ppt
10
Customer
Create quote for adds and service changes Submit quote to Customer
Approve quote
Verify changes in CIBER Compare Target View to CIBER Notification that contracts are updated
Notify Customer that contracts are updated Request Customer to sign-off on changes
Customer
Customer
3-8 weeks
SCM052SCMP Account Team / Partner Presentation_ v1.1.ppt 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential
11
Task Owner
Theater Ops.
Task
Establish MACD* process with Customer Agree on frequency of MACD* updates Customer
Theater Ops
12
SCMP Deliverable
13
Next Steps
Ask questions get familiar with current Know the Network process and available materials
14