Networking Academy Maintenance US/Canada Theater Pilot Overview

1. Networking AcademyMaintenance US/Canada TheaterPilot Overview Nov 2007 - Updated

2. Topics • Describe New Service • Implementation Process • Project Timeline

3. Service Offerings for Networking Academies Two Service Offerings: • Purchase SMARTnet (or equivalent) with discounts – Currently in place, no changes • Service offering to address long standing customer satisfaction issues – Networking Academy Maintenance New Service

4. Networking Academy Maintenance is a new service contract created to strategically address a key customer-satisfaction issue related to maintenance costs. • Networking Academy Maintenance Pilot: • Create necessary business processes to support the contract • Run a pilot test in US/CAN from August 2007 – August 2008 • Allow any US/CAN Academy to participate • Gain feedback: verify that the contract meets objectives • Collect statistics: verify manpower and resource impacts • Stretch goal: measure long-term viability and scale across theaters Networking Academy Maintenance Pilot

5. Why Provide New Maintenance? Customer Satisfaction: • Past surveys indicate hardware & maintenance costs are a “top three” reason why academies don’t expand or sustain their programs. • Responses indicate what instructors need most from SMARTnet services is to access Cisco IOS Software. • Address customer satisfaction by developing a strategy to provide three key services under a new Networking Academy Maintenance contract. • Impact academies’ ability to sustain their programs by providing cost-effective access to Cisco IOS Images. • Long-term positive impact on student opportunities and success.

6. Networking Academy Maintenance • Cisco Learning Institute (nonprofit partner) • Provides centralized contract • management • Administers instructor CCO access • Support Desk provides level-1 technical support • Support Desk arbitrates TAC Cases • Provides approved software • Reports & monitors usage to validate appropriate access Services CON-NAC Cisco IOS Images CCO Access and Documents TAC Support Hardware Replacement N/A Note: During the initial pilot, Cisco will donate the cost of this service to all participating academies.

7. LMC Instr Instr Instr LMC Instr LMC Instr Instr Academy 3 Academy 1 Academy 2 CLISupport Desk Maintenance Sign-up Process Overview Steps: • Academy LMC opens a ticket with the Support Desk requesting access to Networking Academy Maintenance. • LMC provides Academy name and address, plus instructors’ names, e-mail addresses, academy IDs, and CCO account IDs. • Support Desk verifies info submitted. • Support Desk sends docs describing the rules of engagement • LMC acknowledges reception of document by responding in the ticket notes. • Support Desk adds Instructors to the new Networking Academy Maintenance Contract. • Support Desk closes the ticket. Note: During the sign-up process, the Support Desk will requestan inventory of equipment. We’ll use this information to make informed decisions about future product updates.

8. Instr Instr Instr Instr LMC Instr Instr LMC LMC Academy 2 Academy 3 Academy 1 CLISupport Desk Instructor Direct Access to IOS & CCO Entitlement (Capabilities) OverviewHow this service is delivered through Cisco Learning Institute Entitlements: • Instructors have privileged access to CCO. They go directly to www.cisco.com • Instructors have privileged access to Cisco IOS Images. They go directly to: Software Download on CCO. • If instructors encounter problems with Cisco software or hardware, they can open a ticket with the Support Desk. • The Support Desk provides level-1 technical support & can open a case with TAC for additional assistance. Support Desk Fronts TAC

9. Instr Instr Instr Instr LMC Instr Instr LMC LMC Academy 2 Academy 3 Academy 1 CLISupport Desk Instructor Direct Access to IOS & CCO Monitoring and Back-End Auditing Verify conformance and maintain integrity Process: • Customer Advocacy’s Business Controls continuously runs a back-end auditing process against this contract. • Instructors reference: Networking Academy Maintenance Image & Hardware Support • If the product is listed in the document then Networking Academy instructors can download • If an instructor downloads non-approved software, CA auditing will notify Networking Academy that the violation has occurred • Support Desk process is being developed to maintain database of active instructors. Use annual audit reports, poll LMCs, sync with annual Academy Connection update. Support Desk Fronts TAC

10. Instructor CLISupport Desk Technical Support Scenario How Networking Academy Maintenance support is delivered • Instructor opens a ticket with the Support Desk and poses a technical question • Support Desk routes the technical question to level-one support • Technical team either resolves the technical issue, or opens a case for additional support with Cisco TAC • Technical team completes the process by documenting the solution in the ticket and routing it back to the Support Desk administrator • Support Desk records the Q&A in the answer database for future reference • Support Desk routes response back to the instructor and (with approval) closes the ticket Cisco Systems TAC Answer Database

11. Proof of Concepts & Phase 1 Pilot:US/Canada Timeline 8-01-07 Extended to: 2-29-08 US/Canada Pilot Begins 6-30-07 8-30-08 6-14-07 12-30-07 Phase 1 Pilot Completes US/Canada Proof-of-Concept #2 Begins US/Canada Proof-of-Concept #2 Ends US/Canada last day to participate Announce Theater Phased Roll-outs US/Canada Proof-of-Concept #1 Begins Cost & Viability Study Conducted US/Canada Proof-of-Concept #1 Ends 12-30-07 TBD 5-16-07 US/Canada Pilot Announced Austin, TX Academy Conference Validate Model: Extendable, Scalable, Sustainable 6-15-07 TBD 6-18-07

12. Q and A