Smart Net Total Care SNTC Deployment, Demo and Features Hernani Crespi Technical Engagement Manager Oct 2014
Customer Challenges Smart Net Total Care Service Smart Net Total Care Overview How It Works DEMO SDA SmartData Advantage Smart Call Home
When It Comes to Network Service Coverage, What Keeps Your Customers up at Night? I don t have enough information to easily create a strong migration and lifecycle plan. It s difficult to keep track of what s uncovered in my network and at risk! Are my Cisco products covered by the right contracts? Managing contracts and the renewal cycle is very difficult! Is there a more streamlined way to manage, plan and budget? How do I manage security vulnerabilities? How do I figure out which Cisco alerts apply to my network? My manual inventory process takes way too long and is inaccurate! Verifying entitlement is painful!
What Is Smart Net Total Care? Smart Net Total Care 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
Smart Net Total Care - A Smart Solution Increase Foundational Operational Technical Efficiency Supportand Improve Risk Management Winning the JD Power Award 4 Times in a Row Device Diagnostics Winning the JD Power Award 4 Times Running Installed Base and Contract Management Alerts Smart Capabilities Technical Assistance (TAC) Online Technical Resources Advance Hardware Replacement Software Updates World Class Technical Support
SNTC Smart Services Deliverables Installed Base Which Cisco devices are deployed in my network? Contract Status What is the maintenance coverage on my Cisco devices? EOX Info and Details Lifecycle Planning and Budgeting Delta Reports What has changed in my Cisco network? Relevant Product Alerts Specific to your Cisco Installed Base Covered/ Uncovered Devices Where am I at risk?
The Reports Report Type Actionable Information Details Contract Management Inventory Product Alerts Detailed breakdown of all collected and correlated contract, site, LDoS, and Cisco product information. Improved coverage risk management and operational efficiency Items without SMARTnet attach Contract Status and End Dates Detailed Report on your Cisco Network and Gear LDOS Dates Software Releases Preempt network disruptions via Field Notice, PSIRTs, IntelliShield alerts List of all contracts Expiring contracts and coverage Covered and not covered chassis and cards Product summary LDoS details Contract details for SLA, start date, end date, Bill To, Install At Site ID, etc. Device details for IP address, hostname, SNMP location, SN, PID, etc. Details for EoLDOS, EoSCR, EoSWM, EoX Announcements, SW EOS, SW EOL, etc. Vulnerability levels, alert descriptions, publish dates, urgency, credibility, severity, etc. Inventory Delta MACDs to your Cisco network Confirm additions and deletions to your network for budgeting and SMARTnet confirmation Exceptions Summary Executive Management Summary Exceptions that could be affecting the performance of your Cisco gear and network High level assessment of your Cisco network and number of software versions Are you at risk from outdated IOS versions, insufficient memory, etc? How many of each Vendor/Model/Series you own, and how many different software versions are running on your Cisco devices
SNTC Deployment Process Phase One Phase Two Phase Three DEPLOYMENT COMPLETE (Day 2) External Kick-off Collector Fulfillment Setup Collector Discovery Portal Upload Collector Training 14-Day Remediation 2 nd Portal Upload Data Reconcilliation Portal Training and Exit Meeting 24x7 Portal & Collector Support Optional Services Periodic Data Clean Up Renewal
How it works?
Collection and Upload Process - Overview
Hardware v. Software Hardware and Virtual CSPC options will provide customers with the same end result and inventory collection capabilities. Hardware Customer must purchase HW from Cisco Requires 1 unit of rack space in customer s Data Center Approved to handle upwards of 40k devices Dedicated Hardware Hardware: UCS C220 M3 High-Density Rack-Mount Server Software OVA Image available for direct download Approved to manage upwards of 10k devices (chassis); can accommodate more with enhanced VMWare environment Customer must have an existing VMWare or Hyper-V environment 2x 64bit Processor Core 4GB RAM available for VM 200GB free on HDD 1 NIC VMWare ESXi 4.x or 5.x or Hyper-V with Windows 2008 r2 server or above or Linux-based (Ubuntu 12.04 or higher) Inventory Collection Capabilities CSPC Software OS: Linux CentOS 6.3 (64bit) Requires SNMP RO Strings and ACLs, Firewalls to be opened for discoveries
CSPC Overview: Common Services Platform Collector The CSPC software is a tool that collects customers inventory data and delivers it to the Cisco backend. Hardware Option: Operates on Cisco s UCS with CentOS Virtual Option: VMWare (ESXi), Hyper-V (Windows), KVM (Ubuntu) CSPC is not A Network Management Tool A Report-Generation Application
Collection and Upload Process Cisco Collector in Customer Network Secure Transport Cisco Data Center Cisco Smart Net Total Care Portal SECURE 1001011110111011011111001101 10011100101010001101111111110 1001011110111011011111001101 100101111111001101 1001110101111111110 100101111111001101 Device Discovery Collector on Customer Network: Enables the Hardened collector to be aware of the devices and prepares No the remote collector root for access device collection Discovery Options Password policy enforcement Discover via IP Address/ IP Ranges Discover via Protocol Data Upload CSPC will bundle, encrypt and transport data to Cisco s Data Center Data Collection CSPC collects data from customer s previously discovered Transport to Cisco Data Center: Cisco devices AES 128-bit data encryption Transport over HTTPS or SSL connection Sensitive credentials removed before transport Data Processing Processed Smart data is Net then Total visible Care on Cisco s Portal: IR Portal where customers Cisco.com can view credentials data and run reports User can see only their data Cisco Data Center: Only accepts connections from registered systems Secure Cisco IT lock-and-key facility Web GUI Interface
Set Up Users Any number of authorized persons, specified by the customer, can be given the credentials necessary to access the collector. Add Device Credentials Desired parts of the network should be identified for discovery, including SNMP strings and IP addresses. This should include any portion of the network the customer wishes to receive reports on Discover & Manage Devices Various methods of discovery are available. Multiple approaches are recommended in order to achieve a complete discovery of the network Collection Schedule regularly reoccurring collections to keep the most up-to-date inventory of the network Upload Schedule regularly reoccurring uploads to ensure the most up-to-date data is available on the Inventory & Reporting Portal
Collector Traffic Required Required for SmartData Advantage Optional Destination Source Protocol Port Purpose Type IP Address Hostname Data Collection and Transfer CSPC IP 72.163.7.113 Concsowebprd.cisco.com HTTPS TCP/443 Data transfer to Cisco Outbound to Cisco CSPC IP 72.163.4.161 72.163.7.60 173.37.144.208 www.cisco.com dl.cisco.com sso.cisco.com HTTPS / HTTP TCP/443 TCP/80 or 443 TCP/443 Upgrade Functionality Outbound to Cisco CSPC IP Customer Device SNMP UDP/161 Collect OIDs and MIBs CSPC IP Customer Device SSH TCP/22 Collect CLI commands CSPC IP Customer Device Telnet TCP/23 Collect CLI commands Collector Administration Access Support PC CSPC IP TCP TCP/8001 GUI Access Support PC CSPC IP SSH TCP/22 Collector Maintenance Support PC CSPC CIMC SSH HTTPS TCP/22 TCP/443 Collector Maintenance Outbound to LAN Outbound to LAN Outbound to LAN Inbound from LAN Inbound from LAN Inbound from LAN
Questions?
Portal Demo - Live
SmartData Advantage Cisco Smart Enabled TAC - CSET
SmartData Advantage Do you remember that TAC Case you had to open and your Engineer Asked you for more Information? Next time you can avoid the time and effort of providing additional data to Cisco, by leveraging the capabilities of SmartData Advantage
SmartData Advantage In 2 out of 3 cases the Cisco Engineer will likely request more data to be used during the case resolution, or for issuing the right part to be shipped Could you please send me your latest configuration file?
SmartData Advantage The majority of TAC cases are related to configuration changes or hardware failures SmartData is particularly beneficial for solving these cases more quickly.
SmartData Advantage SmartData Advantage automatically provides your TAC engineer access to relevant device information you have provided as defined in your collection profiles. You do not need to perform any special action. This feature is included in your Smart Net Total Care Service.
SmartData Advantage Cisco Smart Data Advantage can reduce your TAC case resolution times by leveraging collected data from your network. The additional information, like device configuration, allows Cisco Engineers to analyze the problem more quickly and find the solution faster.
Optional Maximization of SDA Benefits Customers will use the CSPC GUI to enable and maintain credentials for CLI command collection. The credentials need to be privilege EXEC level. Enabling and maintenance of these credentials will be a part of the customer s collector deployment and ongoing management The Technical Support Engineer will provide assistance enabling one device for SmartData Advantage. Customer Admin can restrict access to Configuration and Show Cmd data in Portal reports on a user-by-user basis. Enabling Show Cmds will generate additional SSH and Telnet traffic on the customer network The following CLI commands are collected show running-config show startup-config show inventory show hardware show version show module show idprom all show diag show ap summary show c7200 show rsp chassis-info show gsr chassis-info SmartData Advantage for SNTC Video
Smart Call Home And Device Diagnostics
What Is Smart Call Home? Smart Call Home and device diagnostics powered by SCH are automated support capabilities that helps minimize unplanned network downtime by continuously self-diagnosing the health of Cisco devices. Perform proactive diagnostics on their own components Provide real-time alerts Automate service requests Provide web-based reporting and Offer remediation advice
Increased Value Proposition for Cisco Customers Higher Network Availability Proactive, fast issue resolution Devices continually monitored with secure, connected service Real-time alerts for early detection of potential network problems Automatic, accurate fault diagnosis Smart Call Home Increased Operational Efficiency Fast Access to Information Less time troubleshooting Automated Service Request (SR) creation Detailed diagnostics attached to SR Routed to correct TAC team Fast, web-based access to information Call Home messages, diagnostics and recommendations Inventory and configuration for all Call Home devices Security alerts, Field and End-of-life Notices
Smart Call Home - Device Diagnostics Architecture Customer Smart Call Home Service Request Web Application TAC Internet Secure Connection 3 Automated Diagnosis Capability 1 Optional for Partners Notification & Advice Messages Received: Diagnostics Environmental Syslog Inventory and Configuration 2
Smart Call Home - Device Diagnostics Architecture HTTPS Direct provides M2M interaction, device talks directly to the SCH servers. Secure. Transport Gateway Goes via a proxy server. Secure. Email Direct device events are sent across via email, this is NOT secure
Resources SCH Community: https://supportforums.cisco.com/community/netpro/solutions/smart_services/smartcallhome External Case Study (Cisco-on-Cisco): http://www.cisco.com/web/about/ciscoitatwork/business_of_it/index.html Support: ask-smart-services@cisco.com