Smart Net Total Care

1. Smart Net Total Care Partner Smart Talk Series – August 6th, 2013 Smart Net Total Care 101 Scott Schell– Smart Service Business Development Manager

2. Cisco Smart Services • Smart Net Total Care Review • Smart Net Total Care Partner value Agenda

3. What Makes a Cisco Service “Smart”? …to Provide Services with… …Which Collect …Which Is Analyzedand Compared With Cisco Installed Base & DiagnosticData Automated Software-Enabled Capabilities Cisco’s Deep Knowledge Base Actionable Insight + + CISCO DEEP KNOWLEDGE BASE 6 million annual customer interactions 25 years of networking innovation & leadership 50 million installed devices 90,000+ technical documents

4. Cisco Smart Net Total Care Service Smart Net Total Care Smart Capabilities Foundational Technical Services Capabilities Alerts(+PSIRTs) Device Diagnostics Installed Base andContract Management Increase operational efficiency and improve risk management through smart services capabilities Technical Assistance(TAC) Online Technical Resources Advance Hardware Replacement SoftwareUpdates

5. Smart Net Total CarePartner Value

6. Smart Net Total Care What If…. ….with each customer you could reveal their uncovered Cisco products?  Grow SMARTnet revenue ….you gave each customer an accurate view of their end-of-support Cisco products?  Sell new Cisco products ….you gave the customer on-going up-to-date installed base and contract information?  Faster and more efficient SMARTnet renewals ….you could inform your customer about a published Cisco alert that would preempt network disruption?  PRICELESS!

7. Smart Net Total CareCustomer Value

8. Entitlement issues take too long to resolve Are my Cisco products covered with the right contracts? Tracking serial numbers and contracts manually is costly and error prone With so many alerts - it’s hard to find the ones that apply to me So many products and contracts – it’s hard to manage them all Life cycle planning data is too hard to find and use Smart Net Total Care Installed Base Management – What’s the Problem?

9. Smart Net Total Care Installed Base and Contract Management • Detailed inventory reports and analysis via intuitive web portal! Identify products without service coverage, with support about to expire, or past LDoS Validate your Cisco installed base

10. Smart Net Total Care Installed Base and Contract Management • Know what changed in your network! Easily drill down to see details of added device See changes between July 1 and November 1 Deleted devices 86 devices added Card Added

11. Smart Net Total Care Proactive Alert Management • Alerts are correlated against your Cisco installed base! • Product Security Incident Response Team (PSIRT) • Software alerts • Hardware alerts • Field notice alerts A complete view of product alerts specific to installed base

12. Smart Net Total Care Proactive Alert Management • Alerts are correlated against your Cisco installed base! Shows all devices affected by specific alert Easily drill down to find all details of an alert

13. Smart Net Total Care Detailed EoX Information – Know your Risk • Know the status of your network devices – when do they go EoX? Drill down on each category for detailed information OR run the Aggregated Report for a comprehensive view Know your risk! EoX status detail and number of devices effected

14. Smart Net Total Care Detailed EoX Information – Know your Risk • Know the status of your network devices – when do they go EoX? Search for specific device Device Detail EoX Dates

15. Smart Net Total Care Customer Needs  SNTC Value Smart Net Total Care identifies the customers Cisco inventory and securely communicates this to Cisco’s data center, where it is analyzed against Cisco manufacturing, security, shipping, and contract data. Resulting in a comprehensive view of their installed base, service contracts, and product alerts. • Accurate view of IB and Contracts • Actionable Reports • “I want to identify my serial numbers and map to contracts.” • “Doing this manually is costing me time and money.” • “I want my records to be accurate and up to date.” • “I want to simplify my service renewal process.” • Contract Consolidation • Entitlement Confidence • Contract Renewal Ease • Timely RMA Assurance • Device Life Cycle Data • Device Specific Alert Notification

16. Top 10 International Bank Customer Challenge • What are the gaps and overlaps in service coverage? • Are any network devices near or at EOL? • Identified 20% of network devices were at or near retirement • Determined more than 2/3 of chassis were uncovered by service contract • Gained tighter control of its cost structure and improved SLA Cisco Solution • Cisco Smart Net Total Care Service to provide insights and proactive network support on a continuous basis Impact on Customer

17. Smart Net Total CarePartner Value

18. Smart Net Total Care What If…. ….with each customer you could reveal their uncovered Cisco products?  Grow SMARTnet revenue ….you gave each customer an accurate view of their end-of-support Cisco products?  Sell new Cisco products ….you gave the customer on-going up-to-date installed base and contract information?  Faster and more efficient SMARTnet renewals ….you could inform your customer about a published Cisco alert that would preempt network disruption?  PRICELESS!

19. Smart Net Total Care Transactional to Consultative….“Stickiness Factor” Use SNTC data to build a consultative practice enabling strategic conversations with your customers • Show your customer all changes to their network on a weekly basis, ensure they know what is happening in their environment  Inventory Delta Report • Assure all RMAs and other MACDs are confirmed and SMARTnet adjustments are made  Inventory Delta Report, Contracts Report • Preempt network disruptions by proactively identifying and notifying users of installed devices impacted by Cisco published security alerts and advisories  Alert Delta Report • Develop a migration plan with the customer for EoS/EoL devices, removing the risk of network disruption and allowing timely replacement and accurate budgeting of cost for the customer  Aggregated Report • QBR Support – show your customer the changes in their network, illustrate the risk avoidance from device coverage, alerts, EoL/EoSInventory Report, Inventory Delta Report, Alert Delta Report, Aggregated Report, Contracts Report

20. Smart Net Total CareOpportunity Identification

21. Smart Net Total Care Identifying an SNTC Opportunity Target Customer – • Has large and diverse base of Cisco products • Having trouble managing the alerts released from Cisco and how they affect their Cisco products • Reconciliation and contract renewals are a manual, labor intensive process • Limited visibility into coverage of the Cisco inventory • Limited visibility into EoS/EoL information • When there is a problem, entitlement issues slow down resolution Compelling Events – • Rapid network growth or recent acquisition • Network redesign and consolidation as the result of a corporate merger • New technology purchase plans and need for correct installed base inventory • Recent participation in a KTN or network assessment • Approaching SMARTnet contract renewal

22. Tools & Resources For More Information – internal audience only • Visit the Americas Smart Services WebEx Social page to access webinar recordings, presentations, training, information, and sales tools • Checkout the upcoming Smart Talk Series sessions – 101, 202, and 303 and register here • Contact Scott Schell at scschell@cisco.comfor all Smart Net Total Carequestions, issues, and support

23. Thank You!