Smart Services. The New Service Level. Mohammed Ashraff Smart Services Manager - EMEA. Dubrovnik, Croatia, South East Europe May, 2013
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1 Dubrovnik, Croatia, South East Europe May, 2013 Smart Services The New Service Level Mohammed Ashraff Smart Services Manager - EMEA Cisco and/or its affiliates. All rights reserved. Cisco Connect 1
2 Increasing Pressures on IT Leadership How Do I Grow My Business Capture new business opportunities and align IT investments to business strategy? Speed Time to Value Increase return on my existing and new IT investments? Reduce Risk Improve Operational Efficiency Increase network utilization, streamline operations, and extract more value? Increase Customer Satisfaction Proactively prevent issues from degrading business operations and provide reliable access to applications? Ensure business continuity, regulatory compliance and security? 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 2
3 What is a Smart Service? Smart Service delivers extensive installed base and contract management along with foundational technical service capabilities, proactive device diagnostics and alerts to give you Improved risk management Rapid problem resolution Reduced operating costs 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 3
4 How Does a Smart Service Work? Customer Worldwide Networks Cisco Smart Services Portal Cisco Collector SECURE Cisco Data Center 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 4
5 Data Privacy Add-on Data privacy feature provides additional security capabilities, on top of the end-to-end security already in place. Customers can choose to keep actual hostnames and/or IP addresses private Customer can ensure Cisco never sees this information IP Addr: Hostname: Able Mapped Data: IP Addr: Hostname: Baker SECURE Customer Customer Network Network Cisco Collector Cisco Ciso Data Center Data Center Partner Cisco Suppo Smart Portal
6 Elements of a Smart Service 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 6
7 Foundational Technical Services Rapid problem resolution; 24-hour business continuity; improve operational efficiency Direct, 24x7 access to Cisco TAC IB Management Alert Reporting OS Software Updates Advance Hardware Licensing Replacement Online Technical Resources Partner Access to Cisco TAC Device Diagnostics Smart Interactions Smart Bonding Smart Portal Extensive Cisco online self-help Rapid fulfillment of hardware replacement Anytime access to eligible software updates Options for onsite field engineer to install replacement parts 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 7
8 Installed Base Management Effective management of entitlements, contracts, inventory, and RMAs IB Management Alert Reporting OS Software Updates Device Diagnostics Advance Hardware Licensing Replacement Smart Interactions Smart Bonding Smart Portal Ongoing collection of primary Cisco device information from your networks Correlation and validation against Cisco intellectual capital Simplifies business operations Online Technical Resources Partner Access to Cisco TAC Increases operational efficiency 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 8
9 Visibility into the Installed Base & Contracts View Alerts, Reports, Contracts, Aggregated Report View Installed Base View & Download Reports 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 9
10 Visibility into the Installed Base & Contracts View the Cisco installed base Reports available as Excel or PDF download 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 10
11 Delta Report: What Changed in Your Collected Inventory? Added Device Detailed view of one of 86 devices found Deleted Delta Inventory between July 1 and November 1 Added 86 Card added 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 11
12 Delta Report: What Changed in Your Collected Inventory? Added Device Detailed view of one of 86 devices found Deleted Delta Inventory between July 1 and November 1 Added 86 Card added 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 12
13 Alert Reporting Overview Proactively identifies affected devices, therefore improving risk management and maintaining network health Filters on customer s installed base IB Management Alert Reporting Device Diagnostics Smart Interactions OS Software Updates Advance Hardware Licensing Replacement Smart Bonding Smart Portal Improves customer risk management Online Technical Resources Partner Access to Cisco TAC Faster problem resolution 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 13
14 Alerts Hardware, Software, Field Notice and PSIRTs Descriptions Details, Links, & Affected Devices 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 14
15 Smart Call Home/Device Diagnostics Accelerates early diagnosis and remediation of issues through proactive, rules-based problem resolution Improves service delivery IB Management Alert Reporting Device Diagnostics Smart Interactions Embedded on a broad range of Cisco hardware OS Software Updates Advance Hardware Licensing Replacement Smart Bonding Smart Portal Proactive, rules-based problem resolution Online Technical Resources Partner Access to Cisco TAC 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 15
16 Internet Smart Call Home Device Diagnostics Customer Smart Call Home Service Request Web Application TAC 3 Optional for Partners (Partner Controlled) Secure Connection Automated Diagnosis Capability 1 2 Notification & Advice Messages Received: Diagnostics Environmental Syslog Inventory and Configuration 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 16
17 The Smart Call Home Difference Before 45 min 3.75 hrs 12 hrs 25 hours 29 hours Minor hardware failure undetected Customer s Ops team discovers IP multicast configuration problem P3 Service Request opened Cisco RP team checks IP Multicast configuration Problem narrowed to specific Cat 6500 ports Re-queued to LAN SW team Look into various known issues and bugs on WS- X6548-GE-TX. Find nothing. Request logs from customer Logs received and analyzed Identify online diagnostics failure for test TestL3VlanMet RMA created Replacement part received After 12 min 42 min 1.2 hrs 5.5 hours Minor hardware failure detected and Service Request automatically generated P3 SR opened due to GOLD failure. Diag. info attached Cisco LAN SW team takes ownership Informs customer of problem and confirms hardware fault RMA created and part dispatched. Replacement part received 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 17
18 Smart Call Diagnosis & Recommendation 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 18
19 Smart Services delivered Directly and through Partners Cisco Partner Customer Cisco Smart Services Platform Intellectual Capital Cisco Collaborative Services Partner s Services Data Analysis Actionable Insight Cisco Branded Services Delivered by Partner Delivered by Cisco
20 Fuel Performance, Efficiency, and Innovation with Smart Service Capabilities Automated Softwareenabled Capabilities which collect Diagnostic Data which is analyzed and compared to Cisco s Deep Knowledge Base to provide Actionable Insight. 25 years networking innovation and leadership 50 million installed devices CISCO DEEP KNOWLEDGE BASE 6 million annual customer interactions 90,000+ technical documents 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public 20
21 2012 Cisco and/or its affiliates. All rights reserved. Cisco Connect 21
22 Thank you Cisco and/or its affiliates. All rights reserved. Cisco Connect 22
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