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Partner Support Service: Installed Base Management & Deployment for Partner Operations

This presentation aims to help Partner Operations and Deployment teams understand the technical implications and capabilities of the Partner Support Service (PSS) installed base management. It covers topics such as smart component, alerts discovery and collection process, collector deployment, and key takeaways.

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Partner Support Service: Installed Base Management & Deployment for Partner Operations

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  1. Partner Support Service 303Installed Base Management Deployment for Partner Operations and Technical Staff July 2013

  2. About this presentation Audience Partner Operations and Deployment Cisco Engagement Managers Prerequisite PSS 101 Goal Understand technical implications of PSS installed base management capabilities

  3. Agenda Review: PSS 101 Smart Component: Installed Base Management and Alerts Discovery and Collection process Collector Deployment Key Takeaways Resources

  4. Review: Partner Support Service Smart Capabilities Develop and deploy services based on both foundational & smart capabilities Combining visibility to end customer devices and networks with Cisco intellectual capital Foundational Capabilities Alert Reporting IB Management Device Diagnostics Smart Interactions - Smart Bonding - Smart Portal - Smart APIs - PSS Support Community Software Updates Advance Hardware Replacement Online Technical Resources Partner Access to Cisco TAC Drive Incremental Services Revenue Improve Operational Support Margins Increase Customer Loyalty

  5. Review: Partner Support Service delivery flow Customer Partner Delivery Systems Web Services Network Operations Business Systems Knowledge Base Back-office Systems Business Systems PSS Capabilities Partner’s Services Call Home Messages / Alerts Network Information (Inventory, HW/SW, Configs) Network Information (Inventory, HW/SW, Configs) Analytics

  6. Agenda Review: PSS 101 Smart Component: Installed Base Management and Alerts Discovery and Collection process Collector Deployment Key Takeaways Resources

  7. Review: Installed Base Management and Alerts Smart Capabilities Effective management of entitlements, contracts, inventory, and RMAs Foundational Capabilities Alert Reporting IB Management Device Diagnostics Smart Interactions - Smart Bonding - Smart Portal - Smart APIs - PSS Support Community Software Updates Advance Hardware Replacement • Opens up new revenue opportunities • Reduces cost of (renewal) sales • Simplifies business operations • Increases operational efficiency Online Technical Resources Partner Access to Cisco TAC

  8. Partner Challenges Reside-at Location EOX Uncovered Unknown Inventory Stability Inventory Serial Number Over Coverage Entitlement OS Config Under Coverage Contract Renewal Patch Management Ship-to Location RMA

  9. Installed Base Management & Alerts Inventory Report Delta Report Exception Report Partner Challenges + PSS Product Alerts

  10. Agenda Review: PSS 101 Smart Component: Installed Base Management and Alerts Discovery and Collection process CollectorDeployment Key Takeaways Resources

  11. Discovery and Collection Process • Overview Customer Network Cisco Collector SecureTransmission Cisco Data Ctr Smart Portal SECURE 1001011110111011011111001101 10011100101010001101111111110 1001011110111011011111001101 1001011110111011011111001101 10011100101010001101111111110 1001011110111011011111001101

  12. Discovery and Collection Process • Information Collected Customer Network Cisco Collector SecureTransmission Cisco Data Ctr Smart Portal SECURE 1001011110111011011111001101 10011100101010001101111111110 1001011110111011011111001101 1001011110111011011111001101 10011100101010001101111111110 1001011110111011011111001101 • Needs: • Device PID • Serial # • Collects: • Device PID • Serial # • Config Info (optional) • Hostname (optional) • IP Address (optional)

  13. Discovery and Collection Process • Cisco Collector Customer Network Cisco Collector SecureTransmission Cisco Data Ctr Smart Portal SECURE 1001011110111011011111001101 10011100101010001101111111110 1001011110111011011111001101 1001011110111011011111001101 10011100101010001101111111110 1001011110111011011111001101 • Common Services Platform Collector is the network data collector for PSS • CSP-C is a software package • Has quick installation and configuration • Has superior performance • Has separate client offering intuitive user interface

  14. Discovery and Collection Process • Cisco Collector Customer Network Cisco Collector SecureTransmission Cisco Data Ctr Smart Portal SECURE 1001011110111011011111001101 10011100101010001101111111110 1001011110111011011111001101 1001011110111011011111001101 10011100101010001101111111110 1001011110111011011111001101 • Server • Discovers the devices on the network • Does the “collecting” from devices and the packaging and uploading to Cisco • CSP-C application • Hardened Cent OS 5.3 • Admin Shell interface (Shell with limited set of CLI) • Two default user accounts (cisco/cisco, admin/admin) • Admin Interface • Used to configure and operate the collector • Web browser accessNote: Current version of CSP-C has a “built in” web server for Admin function

  15. CSP-C Server Hosting Platforms Preferred for Large Scale Deployment Preferred for Large Scale Deployment Smart Portal Preferred for remote customer CSPC Server CSPC Server VMWare VMWareESXi CSPC server Any OS that supports VMWare X86 Server X86 Server X86 Server CSPC Virtual Machine CSPC Appliance CSPC Virtual Machine

  16. Discovery and Collection Process • Basic Workflow Customer Network Cisco Collector SecureTransmission Cisco Data Ctr Smart Portal SECURE 1001011110111011011111001101 10011100101010001101111111110 1001011110111011011111001101 1001011110111011011111001101 10011100101010001101111111110 1001011110111011011111001101 • Configure the collector • Download image • Install in an enviroment • Install rule set and collector certificate • Seup backend comms • 2. Run the discovery • Use the optional seed file • Select a discovery methodology: • SubNet/ IP Range • Exiting Seedfile • Known devices • Known IPs

  17. Discovery and Collection Process • Basic Workflow Customer Network Cisco Collector SecureTransmission Cisco Data Ctr Smart Portal SECURE 1001011110111011011111001101 10011100101010001101111111110 1001011110111011011111001101 1001011110111011011111001101 10011100101010001101111111110 1001011110111011011111001101 • 3. Run the collection • Leverage seed file • Device credentials • Discovery device list • 4. Upload inventory file • Transmit inventory file from collection Can be automated

  18. Discovery and Collection Process • Basic Workflow Customer Network Cisco Collector SecureTransmission Cisco Data Ctr Smart Portal SECURE 1001011110111011011111001101 10011100101010001101111111110 1001011110111011011111001101 1001011110111011011111001101 10011100101010001101111111110 1001011110111011011111001101 Configure the collector Run the discovery Run the collection Upload inventory file Slow Cycle Fast Cycle Seedfile updates Monthly, Quarterly Initial and significant event, maybe Monthly, Quarterly, Yearly

  19. Collection Process • Secure Transmission Customer Network Cisco Collector SecureTransmission Cisco Data Ctr Smart Portal SECURE 1001011110111011011111001101 10011100101010001101111111110 1001011110111011011111001101 1001011110111011011111001101 10011100101010001101111111110 1001011110111011011111001101 Collector on Customer Network - Hardened - No root access - Password policy enforcement Cisco Data Center - Only accepts connections from registered systems - Secure Cisco IT lock-and-key facility • Transport to Cisco Data Center • AES 128-bit data encryption, and HTTPS or SSL connection • - Sensitive credentials removed before transport Smart Portal - Cisco.com credentials - Partners can see only their data

  20. Collection Process • Supported Protocols Customer Network Cisco Collector SecureTransmission Cisco Data Ctr Smart Portal SECURE 1001011110111011011111001101 10011100101010001101111111110 1001011110111011011111001101 1001011110111011011111001101 10011100101010001101111111110 1001011110111011011111001101 Discovery protocols: SNMP, ICMP, CDP, ARP, LLDP, Collection protocols: SNMP, Telnet, SSH, HTTP, HTTPS Upload protocols: HTTPS (443)

  21. Upload Protocols and Methods • CSP-C Collector Port Requirements for Uploads • To ensure a successful upload from a CSP-C Collector to the Cisco backend,the following ports and specific IP addresses need to be “allow outbound” to the internet. • ACL’s on customer’s firewall might need to be configured to allow the CSP-C to upload.

  22. Agenda Review: PSS 101 Smart Component: Installed Base Management and Alerts Discovery and Collection process Collector Deployment Key Takeaways Resources

  23. CSP-C Deployment ChecklistMost important things to do be success with a deployment Preinstall Checklist: (Read and use the documentation) Make a plan for the deployment Know what you need from a Contract perspective Smart Portal User Collector Registration Plan your discovery subnet by subnet Discovery – SNMP Community Strings.. Quick Start Guide (Read and use the documentation) Collection and Device credentials Collector Location Platforms Collector Installation Uploads Data communications requirements Firewall Customer Requirements: Reports Inventory Security Note: Arrange a deployment engineer for the first couple of deployments

  24. CSP-C One collector per customer, currently no multi-tenant solution Collector Collector 1 Collector 2 Customer 3 Customer 1 Customer 2 Customer 1 Customer 2 Customer Network Customer Network Customer Network Collector Management Subnet Subnet 3 Subnet 1 Subnet 2 Customer Network Best place to locate the collector is the network management subnet because it minimizes router/network ACL issues

  25. CSP-C Partner Network Customers don’t normally like this solution due to security concerns. Could be workable for outsourced solutions where there is in effect no Customer Network Collector 2 Collector 1 VPN VPN The internet Management Subnet Management Subnet Subnet 3 Subnet 2 Subnet 3 Subnet 1 Subnet 1 Subnet 2 Customer Network Customer Network

  26. Virtualized CSP-C Deployment Environment VM Domains Partner Network Partners who are outsourcing-centric and have control of the whole network employ the VMWare Server to host several collectors Collector 2 Collector 1 Collector 3 Collector 4 VPN VPN The internet Management Subnet Management Subnet Subnet 3 Subnet 2 Subnet 3 Subnet 1 Subnet 1 Subnet 2 Customer Network Customer Network

  27. Virtualized CSP-C Deployment Environment Partner Network Management Consoles connect via VPN to VMWare Server Domains Hosting applications located in the customers Management Subnet Management Console Management Console VPN VPN VM Domains The internet DD (SCH) Transport Gateway CSPC Collector App 1 App 2 Management Subnet Management Subnet Subnet 3 Subnet 2 Subnet 3 Subnet 1 Subnet 1 Subnet 2 Customer Network Customer Network

  28. Agenda Review: PSS 101 Smart Component: Installed Base Management and Alerts Discovery and Collection process Key Takeaways Collector Deployment Resources

  29. Key takeaways • Read the documentation • Plan your initial engagement • Use a Cisco Engagement Manager engineer the first time

  30. Agenda Review: PSS 101 Smart Component: Installed Base Management and Alerts Discovery and Collection process Resources Collector Deployment Key Takeaways

  31. Documents you can’t live without • Collector: • CSP-C Preinstall Check List • CSP-C Quick Start Guide • CSP-C Multiple Customer Support Using VMware-based Collectors • CSP-C Supported Hardware and Software • CSP-C Supported Devices • PSS Seedfile Maintenance Guide • Installed Base Management and Alerts: • PSS IBM&A Deployment Guide • Smart Portal: • Smart Portal Online User Guide • PSS Smart Portal on-line-training • PSS IBM&A Smart Portal Report and Review • Smart Portal User Guide • PSS Security: • PSS Security Guide • Other Useful Links • PSS Support Community (registration required) • PSS Partner Central Website

  32. Resources Assistance • SSB: Intended to be the 7x24 help desk for Smart Service • Deployment Engineer: Intended to assist partner deployment engineers during collector deployments. Refer to note on booking and lead time, • Cisco TAC: Would highly recommend engaging SSB first • Notes • Contact detail for SSB in the next slide • Use of SSB and Deployment engineers via SSB does not carry a financial penalty for your company • Use of Cisco TAC against a PSS contract will have financial penalty for your company Online • PSS Support community: https://supportforums.cisco.com/community/netpro/solutions/smart_services/pss • Partner Central: http://www.cisco.com/web/partners/services/programs/collaborative/index.html#~ts

  33. How To Reach the Smart Services Bureau Contact Smart Services Bureau, 24x7 E-Mail ask-smart-services@cisco.com Telephone From US and Canada: +1-877-330-9746 • From APAC: Australia   1 800 805 227 • From the rest of the world: Choose the appropriate phone number http://www.cisco.com/warp/customer/687/Directory/DirTAC.shtml

  34. Frequently Asked Questions Q. “Do I buy the collector?” A. Collector software is a zero-cost item supplied as part of PSS. The hardware platform it is hosted on has to be purchased, but if you are deploying the VMWare solution you may already have the hardware. Q. “Is the collector a HW device?” A. The collector is a software application that you can choose to deploy into a VMware domain, or onto a dedicated hardware appliance. Q. “Can I control uploads?” A. Uploads can be manual or automated. Partner Administrators have the flexibility to configure it either way. Q. “Where can I learn more about this topic?” A. The PSS Partner Support Community or the PSS page on Cisco Partner central Q. “Will the collector see non Cisco devices?” A. The Collector sees and records all devices that respond to an SNMP ping. Unknown and non-Cisco devices are reported in the “unprocessed” devices report in the PSS Smart Portal Q. “Can the collector see devices behind a firewall?” A. The Collector is usually located on the management subnet domain. Devices on the management subnet domain usually have visibility thru firewalls, if this is the case, then the collector will be able to “see” the devices.

  35. Information collected • Smart Portal data items: • Inventory - Covered • Uncovered - Expiring Coverage • Expiring Support • Protocol Error - Search Function • Export Function • Chassis Details • Product Alert Details - Contract Details • HW/SW Details - Exception Details • Device Config Details – Running / Startup Config / Show Command • Reports: • Unprocessed Devices (3rd Party and Unknown Cisco • Inventory • Alerts

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