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Know The Network Maintain Phase External Leading Practice Document

Know The Network Maintain Phase External Leading Practice Document. Service Contract Management Maintain Team April 1 st , 2008. Know the Network. Always. References and Glossary. Agenda. Defining MACD. Scope. Approach Process. Summary. Definition.

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Know The Network Maintain Phase External Leading Practice Document

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  1. Know The NetworkMaintain PhaseExternal Leading Practice Document Service Contract Management Maintain Team April 1st , 2008 Know the Network. Always.

  2. References and Glossary Agenda Defining MACD Scope Approach Process Summary

  3. Definition Know the Network. Always.

  4. What is Leading Practice? This Leading Practice document is based on worldwide input that has proven to reliably lead to the desired result of an effective and efficient utilization of MACD process.

  5. Move, Add, Change, or Delete What is MACD? • MACD is a collaborative data management process between the Customer and Cisco to keep Cisco abreast of the changes in the Customer’s network, enabling Cisco to provide the required level of service. • It includes defining or establishing an end-to-end processing model needed to ensure the people, process, and technologies are identified in order to support the process. • This process considers a number of factors including; business models, service levels, transaction volumes and processing cycle-times.

  6. Pre-requisites for an effective MACD The following customer pre-requisites are required in order to apply the Cisco MACD leading practices: Contract Knowledge: The service contract owner (Partner/Customer) has a good understanding of their current Cisco service contract(s). Governance of Data: The Partner/Customer understands that their service contract data governs two different contract areas: • Contract pricing – which describes how the customer will reimburse Cisco for service coverage • Contract service delivery – which describes the level of service, the installed locations, and the specific products that are covered for service. Asset Management: The customer has access to asset management information on all equipment that should be covered under the service contract, and is aware of equipment moves, adds, changes, and deletions at the necessary level of granularity. Change Management: The customer understands their responsibility to inform Cisco when equipment changes have occurred. This includes physical reconfigurations including the addition or removal of a card/component, equipment moves, equipment “refreshes”, coverage level changes, and when the customer wishes to terminate service for a piece of equipment. 1 2 3 4

  7. Scope Know the Network. Always.

  8. Scope: Assumptions: The documented process only applies to engagements that have been approved for SCMP, that restrict use of a collector to the initial discovery and NOT for any on-going MACD. The customer is expected to use their existing asset management system and network management personnel to track changes in their network, after the initial utilization of a collector. The changes submitted to Cisco will be the “deltas” in their network as oppose to the snapshot of their network. Whenever “Customer” is referred to, it assumes the following: • Partner • Partner/Customer • End Customer If there are no Support team associated within the account, the Account Team will assume that role.

  9. Approach Know the Network. Always.

  10. Recommended Process Flow Validate SN using SNIF Deltas in network Log onto SCC/CSCC Revenue Impact? Order Quote & Enter PO Validate Quote Create Quote Customer Yes No Submit change requests in SCC/CSCC Special Handling Process Apply Special Discounts Account Team Manual Process Customer Contacts Cisco

  11. Caption: Dashboard Screen Customer Due Diligence – CSCC • Ensure you have access to CSCC. Access to CSCC can be attained by clicking here. • Log on to CSCC. • Select the Contract Summary Details (CSD) View to perform the desired contract management functions. • Complete instructions can be found using the User Guide.

  12. CSCC – Contract Summary Details • Using the Contract Manager, you can also expand contracts to view site level information where you can perform actions. • Each contract links to a Contract Summary Details screen where you can view: ‘Bill To ID’ ‘Bill To Name’ ‘Bill To Address’ ‘Bill To Contract Name’ ‘Bill To Contract E-mail’ ‘Bill To Contract Phone’ ‘Service Level’ ‘Contract Status’ ‘Earliest End Date’ ‘Account SSR’ ‘# of Sites’ ‘Number of Open Quotes’ ‘List of open Quotes’ ‘Co-Term Date’ ‘Contract Label’ ‘Contract Notes’

  13. CSCC – Drop Down Functions There is also an action drop down menu that allows you to perform the following actions:

  14. CSCC – Additional Drop Down Functions

  15. Summary • Establishing a repeatable and accurate MACD data management process is essential for maintaining accurate Cisco Service Contract data • MACD process takes place during the agreed upon cycle • Following the leading practices described in this document will raise the accuracy of the data, and lower the risk of service delivery problems

  16. References Know the Network. Always.

  17. References • SCC • SCC Website • SNIF • CSCC • CSCC Website • CSCC Support User Guide.pdf • CSCC User Guide_External

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