Partner Support Service 202

1. Partner Support Service 202 July 2013

2. About this presentation Audience Partner business decision makers (see PSS 301 for a more technical presentation) Cisco PSDMs and BDMs Prerequisite PSS 101 Goals Understand business implications of PSS Understand the process to assess and adopt the components of PSS

3. Agenda Review: PSS 101 Progress so far Is Partner Support Service right for my business? PSS adoption best practices Key takeaways

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

5. Partner Support Service Develop and deploy services based on both foundational & smart capabilities 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

6. Agenda Review: PSS 101 Progress so far Is Partner Support Service right for my business? PSS adoption best practices Key takeaways

7. PSS Results Growth Over 300% growth in partner customer deployments in 2013 Partners Over 500 Partners worldwide eligible to embed PSS into their offers (47 in US&C; 56 in LATAM) Smart Adoption 150+ partners worldwide embedding PSS smart capabilities into their offers 200+ customers deployments worldwide of Smart- enabled Partner offers

8. Is PSS right for my business? Business Goals Strategic Initiatives Operations People, Process, Technology

9. Agenda Review: PSS 101 Progress so far Is Partner Support Service right for my business? Key takeaways PSS adoption best practices

10. PSS adoption best practices: Adoption “tracks” Ops & Delivery track: Foundation service delivery, maximize rebates Smart Adoption track: Deploy, Operate, Business Impact, benefits Go-to-Market & Scale track: Marketing, Sales, Legal, Finance

11. Adoption Track: Operations & Delivery Go-to-Market & Scale Operations & Delivery Smart Adoption

12. Adoption Track: Operations & Delivery Purpose • Ensure partner readiness for collaborative service delivery under the CSPP framework Milestones and Activities • Identify and analyze target PSS customers • Evaluate delivery capabilities Desired Outcome • Partner orders PSS for a select group of customers Go-to-Market & Scale Operations & Delivery Smart Adoption

13. Rebate projection • Work with your Cisco Partner Business Consultant • Identity best customer targets • Minimize your SR / RMAs to maximize your rebates Go-to-Market & Scale Operations & Delivery Smart Adoption

14. Delivery analysis Case complexity Cisco TAC case categories Go-to-Market & Scale Operations & Delivery Smart Adoption

15. Adoption track: Smart adoption Go-to-Market & Scale Operations & Delivery Smart Adoption

16. Adoption track: Smart adoption Purpose • Test drive smart services • Understand their impact on your business • Deploy smart with 3-5 pilot customers • Review data w/various partner stakeholders • Identify improvements based on smart Milestones and Activities Desired Outcome • Partner understands the value of smart and is ready to scale it Go-to-Market & Scale Operations & Delivery Smart Adoption

17. Best practice: Phased adoption Walk Run Sprint Crawl 2 customers 12 customers Scale Pilot

18. Best practice: Phased adoption Walk Run Sprint Crawl 2 customers 12 customers Scale Pilot

19. Coverage opportunity in a customer network Go-to-Market & Scale Operations & Delivery Smart Adoption

20. Coverage opportunity in a customer network 50 40 30 20 10 COVERED 66% of the chassis are not covered by a support contract 10 chassis are overdue NOT COVERED Go-to-Market & Scale Operations & Delivery Smart Adoption

21. Product refresh opportunity: Last Day of Service 13 devices are already past EoLDoS 7 devices this year 5 devices next year 1/3 of the installed basedis due for refresh! Go-to-Market & Scale Operations & Delivery Smart Adoption

22. OS fragmentation Go-to-Market & Scale Operations & Delivery Smart Adoption

23. Software alerts review Go-to-Market & Scale Operations & Delivery Smart Adoption

24. Adoption track: Go-to-Market & Scale Go-to-Market & Scale Operations & Delivery Smart Adoption

25. Adoption track: Go-to-Market & Scale Purpose • Scale to a fully integrated & repeatable process Milestones and Activities • Develop a collaborative/smart offer • Integrate “smart” into day-to-day operations Desired Outcome • Partner has a collaborative offer • Partner built a smart-based offering Go-to-Market & Scale Operations & Delivery Smart Adoption

26. Best practice: Phased adoption Walk Run Sprint Crawl Operations & Delivery track Smart Adoption track 2 customers 12 customers Scale Pilot

27. Best practice: Phased adoption Walk Run Sprint Crawl Operations & Delivery track Smart Adoption track Go-to-Market & Scale track 2customers 12customers Scale Pilot

28. Agenda Review: PSS 101 Progress so far PSS adoption best practices Is Partner Support Service right for my business? Key takeaways

29. Key takeaways • PSS can help your business become more profitable while differentiating your offering • Cisco has developed a proven adoption methodology, helping you to become successful • Cisco PSS resources are assigned to help you succeed • Approach your PSDM in order to kick-off the process