KTN Preparation for Account Teams and Partners

1. KTN Preparation for Account Teamsand Partners Process Understanding and Alignment Know the Network. Always.

2. Getting Started • Review Know the Network benefits, processes, roles and capabilities • Discuss timeline for – and commitment to – engagement • Review and schedule next steps

3. KnowtheNetwork The Know the Network (KTN) solution is a set of business capabilities for collection-led, intelligent installed base management. KTN is embedded in many existing Cisco programs or may also be offered as a one-time event. Network Inventory reports contain uncovered items, Last Date of Support (LDoS) items, contract status and site information. Know the Network enables contract correctness and provides increased revenue opportunities and a strong value proposition to both customer and partner interactions. ENGAGE: Assess whether an account is a good candidate for a KTN engagement, create a Profile in the KTN Portal, get the customer’s and partner’s commitment to proceed - and get started COLLECT: Prepare a customer or partner Network Engineer and collect network data PROCESS: Cisco validates the network data against current Cisco Service Contract details and supplies a detailed actionable report APPLY: Analyze the report & review with the customer to identify and perform desired Service Contract changes using Moves, Adds, Changes, Deletes (MACD) process MAINTAIN: Implement a robust repeatable MACD process to ensure ongoing Service Contract integrity, based on the needs of the business Improves service delivery performance and contract accuracy and correctness Drives improved asset control for accounting and depreciation Increases business control for asset ownership, usage and procurement Establishescollaborative process for co-managing service contract/inventory data and MACD updates Reduces risk of network outages. Enables confidence in network up-time, network integrity and proactive control of assets What are the Benefits? What is the Process?

4. Goals of the KTN Engagement • Conduct a one-time co-managed network discovery and service contract update • Sync the partner / end-customer view and Cisco’s view Know the Network. • Establish a streamlined co-managed process • Ensure ongoing updates and synchronization as the network changes Always. • Success targets: • End-customer’s network view = Cisco’s view • Effective ongoing co-managed process and owners in place to ensure proper network coverage • Reduced service contract administration activities

5. More Benefits of a Know the Network Engagement Partner Customer Partner Cisco • Reduces risk of network outages; contributes to confidence in network up time • Enables improved service • Validates / confirms the current Cisco assets in the network • Creates an ongoingco-managed process to keep the service contracts in sync with changes in the network • Improves business operations • Decreases network compliance and security issues • Drives improved asset management accounting / depreciation • Increases business control for asset ownership, usage, and procurement • Increases customer satisfaction • Aids Service Delivery Performance • Increases knowledge and trust of Cisco asset/inventory data, locations and Service Levels • Reduces risk of network outages and non-entitled events • Identifies uncovered equipment in network and equipment refresh opportunities • Establishes a collaborative process for co-managing contract/inventory data and MACD updates • Improves business operations • Network compliance and security • Asset management accounting / depreciation • Asset ownership, usage, and procurement business controls • Identifies uncovered equipment in the network and equipment refresh opportunities • Improves renewal cycle time, and efficiency; increase sales productivity • Increases customer and partner satisfaction • Increases Service Delivery Performance and Contract Accuracy • Improves entitlement verification and speed; reduces service leakage • Improves depot sparing accuracy • Establishes a collaborative process for co-managing contract/inventory data and MACD updates • Eases introduction of new service offerings

6. Co-Managed KTN Engagement 2. Collect 1. Engage 3. Process 4. Apply 5. Maintain Train on Network Collection Install collector Perform network discover and inventory Data sent to Cisco Parse collected data Validate SN/PID Produce reports Send reports Review report Confirm data represents the network Review for changes/updates Coverage, Service Levels, locations, LDOS, etc. Create & approve quotes Manage $0 updates Establish MACD* process Close engagement Implement MACD (Ongoing) Introduction Preparation Customer Kickoff KTN Training Cisco Customer/Partner Customer/PartnerCisco Customer/Partner Cisco *MACD = Moves, Adds, Changes, and Deletions

7. Roles and Responsibilities Roles Responsibilities • Account Team / Partner • Train on KTN process • Approach customer about doing a KTN engagement – discuss: • Customer’s responsibilities in the co-managed process • Engagement timeframe and resources • Ongoing MACD process commitment • Review and present KTN reports/findings – review with customer and initiate appropriate contract updates • Establish MACD (Moves, Adds, Changes, Deletes) process with customer • Ongoing service contract management • Train on collection method (e.g., CNAC, Easy Inventory) • Collect network data • Transmit data files to Cisco • Customer / Partner Network Engineer • Account Support Team / Partner • Verify report completeness; work with customer – planned service contract changes • Submit, manage and confirm service contract changes • Create, submit and manage service quotes for new coverage • Map locations to hostnames • Upon completion, confirm that CIBER matches the customer’s view • Customer / Partner • Commit to ongoing service contract co-management (pre-requisite) • Confirm network collection report represents their network • Review and identify appropriate service coverage levels/changes • Confirm service contract updates completed • Establish ongoing MACD process for managing network changes

8. Engage Collect Process Apply Maintain Know the Network Solution – Engage Account Team / Partner Preparation CustomerKick-Off EngagementPlan Introduction Task Owner Theater Ops Theater Ops/ Account Team Account Team/ Partner Account Team/ Partner Task • Introduce KTN • Value • Process • Expectations • Criteria • Prepare Account Team / Partner: • Process • Expectations • Timeline • Prepare Customer Kick- Off presentation • Perform presentation • Develop engagement plan • Provide feedback to Theater Ops for tracking Account Team/ Partner Audience/ Receiver Account Team Customer Customer Timeframe 1-3 weeks

9. Engage Collect Process Apply Maintain Know the Network Solution – Collect CollectorTraining InstallCollector PerformDiscovery andInventory SendEncryptedData Customer/Partner NE Customer/Partner NE Customer/ Partner NE Customer/Partner NE Task Owner • Downloads and review Collector training • Perform Collector training • Complete COLT assessment • Download and install Collector • Download and install SWIFT License • Configure Collector • Perform Discovery • Perform Inventory • Collect hostname to physical address mapping details • Send encrypted file to Cisco Task Audience/ Receiver Timeframe 1 week

10. Engage Collect Process Apply Maintain Know the Network Solution – Process Parse Data ValidateSN / PID ProduceReport Send Report Task Owner Data Analyst Data Analyst Data Analyst Data Analyst Task • Post ANSR for Account Team/ Partner to access • Decrypt inventory data • Parse inventory using appropriate tools • Perform SN / PID validation using appropriate tools • Generate ANSR: • One external ANSR* for Partner & Customer use • One internal ANSR* for Account Team use Audience/ Receiver Account Team/ Partner Account Team/ Partner Timeframe 1 week * ANSR = Actionable Network Snapshot Report

11. Know the Network Solution – Apply Engage Collect Process Apply Maintain Create & approve quotes Confirm data represents the network Review for changes/ updates Manage $0 updates Review Report Customer Service Account Support Team / Partner Task Owner Account Team/ Partner Partner / Account Team Customer • Confirm that the data represents the customer’s network • Determine and categorize changes • Submit changes • Request changes • Create quotes • Work with customer to establish list of changes/updates • Determine if site mapping is needed • Assign and confirm target service coverage • Consider contract consolidation • Make contract changes as appropriate • Download and review ANSR report • Compare to other sources as appropriate • Discuss with customer Task Audience/ Receiver Account Team/ Partner Customer Service Account Support Team / Partner Customer Customer Timeframe 3-8 weeks * Target View = proposed view of Service Contracts

12. Engage Collect Process Apply Maintain Know the Network Solution – Maintain Engage Collect Process Apply Maintain EstablishMACD* Close Engagement ImplementMACD* Parse Data ValidateSN / PID ProduceReport Task Owner Account Team/ Partner Account Team/ Partner Account Support Team / Partner Task • Book order • Close engagement • ONGOING • Collect MACD* changes • Apply MACD* updates • Establish MACD* process with Customer • Agree on frequency of MACD* updates Audience/ Receiver Customer Theater Ops/ Cisco Timeframe Overlaps with Apply Phase * MACD = Moves, Adds, Changes and Deletes

13. KTN Deliverable – A Network Collection Report • Provides a detailed view of validated, actionable information, including: current Service Coverage, Uncovered Equipment and Last Date of Support (LDoS) equipment • Based on equipment information taken directly from the network collection • Assists the Account Team in managing and executing the changes Actionable Network Snapshot Report (ANSR) – Account Team and Partner / Customer Versions

14. Next Steps • Ask questions – get familiar with current Know the Network process and available materials • Commit to KTN Co-management for the account • Meet with Partner / Customer for kick-off meeting • Explain the program • Obtain Partner’s/Customer’s commitment to co-manage • Develop engagement plan • Get started