Cisco Technical Services Advantage

Transcription

1 Cisco Technical Services Advantage Cisco Technical Services Advantage goes beyond just fix it to help you achieve specific operational outcomes, so you can keep business processes running, accommodate disruptive technologies, and hold the line on costs Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved.

2 Benefits Achieve specific operational outcomes Maintain a premium level of service to help you meet growing customer demands Pre-empt preventable incidents and reduce the effects of unavoidable ones Protect the integrity of existing services while modifying, building, and deploying new ones your business s customer-facing operations and business agility Reduce capital expenditures and overhead costs Overview Your network is the backbone that supports your organization. Yet, faced with disruptive emerging technologies, cost pressures, and unprecedented demand for scalability, how do you maintain a high level of business continuity? More importantly, how can you unlock the network s full potential? Today, your IT team needs more than just fix it support and tactical maintenance. You need support that helps you achieve specific operational outcomes. Cisco Technical Services (TS) Advantage optimizes the management of your network to increase operational efficiency and minimize business disruption. This personalized, premium service offers a wide range of benefits that collectively focus on a single objective: achieving your desired operational outcomes. Cisco is leading the movement away from the traditional just fix it model toward customer-focused support that can ensure business continuity and drive operational efficiency. TS Advantage is the only outcome-based technical service in the marketplace that is: Comprehensive Flexible Delivered by a team of highly experienced Cisco technical experts who get to know your network intimately This innovative support model promotes alignment between your network and operational goals. It helps you reduce the burden on your IT organization, manage growth more effectively, and keep your organization running smoothly and efficiently. Cisco TS Advantage Tiers Cisco Technical Services Advantage solves your organization s most critical network issues with a suite of support offerings that are available in four tiers: Bronze, Silver, Gold, and Platinum (Figure 1). All tiers are built on a foundation of Cisco Smart Net Total Care, SP Base, and Cisco Software (SWSS). 2

3 Figure 1. Four Tiers of Technical Services Advantage Gold Deep Technology Platinum IT Agility Enhance IT Agility Bronze Silver Technical Reduce unplanned Reduce planned Reduce unplanned Reduce planned Minimize Business Disruption Increase Efficiency Smart Net Total Care Service, SP Base, or SWSS Bronze: The Bronze tier focuses on increasing operational efficiency by: Increasing staff through incident management, service monitoring and reports, and knowledge management Enhancing IT asset through asset management Silver: Network-Level Technical The Silver tier builds on the operational efficiency benefits offered in the Bronze tier and helps you to minimize business disruption. The Silver package helps keep systems operating at maximum possible uptime by reducing time to through incident management and problem resolution. Gold: Deep Technology Focus The Gold package places greater emphasis on reducing costly business disruptions. In addition to providing incident management and problem resolution, this package reduces to help ensure business continuity through: Maintenance window support Standard Service Level Agreements (SLAs) Platinum: IT Agility The Platinum package adds features that enhance IT agility. A dedicated team of platinum experts works with you to deliver customized services for your unique needs. Partnering with You for Success Technical Services Advantage packages are delivered in a dynamic and continuous cycle of improvement focusing on six key areas to help you achieve and maintain specific operational outcomes (Figure 2). Each part of the cycle builds upon the others in support of the ultimate goal - customer self-reliance. 3

4 Figure 2. Dynamic and Continuous Cycle of Improvement Customer Self Reliance Know the Customer s Environment and Objectives Focused on Outcomes Stage 4: Insightful Recommendations We then make insightful recommendations based upon the analysis and trends, so you can resolve issues quickly and efficiently. Stage 5: Best Practices As the cycle continues, we assist in the implementation of best practices, processes, and operations that will help prevent future incidents. Stage 6: Self-reliance Throughout the entire cycle, our goal is to share all of our knowledge, experience, and proven methodologies with you to help you achieve self-reliance. Use Cases Best Practices Analytics Bronze Determining when devices or families of devices have been incorrectly configured Identifying where IT staff needs further training Insightful Recommendations Stage 1: Knowing Your Environment and Objectives Our team of best-in-class experts starts by building and expanding our relationship with you - gaining in-depth knowledge of your operational environment and objectives. Stage 2: Next, we coordinate support organizations and escalation processes, restore operations as quickly as possible, and minimize adverse impact of incidents on business operations. Stage 3: Analytics We conduct trending and gap analyses of your incidents, processes, and training needs. We then give you enhanced reports that help you make the right business decisions. Silver Gold Platinum Diagnosing root causes of problems Implementing recommendations and updating the processes and configurations to help prevent future issues Unlimited Maintenance Window support Ensuring SLAs are met for user groups Planning scheduled network activities such as maintenance Minimizing service outages across the network during maintenance activities 4

5 Why Cisco? We are invested in your success. Cisco is the most experienced networking vendor, with over 28 years of thought leadership, 50 million worldwide installations, and more than 6 million annual customer interactions. Nobody knows networks like Cisco and nobody knows your network like the TS Advantage team of experts. As a Cisco TS Advantage customer, you benefit from Cisco s combined innovation leadership, deep technology expertise, best practices, and proven methodologies. Powerful analytics capabilities built into TS Advantage enable best-in-class experts to deliver our comprehensive solution in a dynamic and continuous improvement cycle that is designed to help increase operational efficiency and minimize business disruption. Next Steps For more information about Cisco Technical Services Advantage, visit Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R) C /18