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Information for Account Teams. Know the Network Engagement – Introduction. Know the Network. Always. What is Know the Network?. - PowerPoint PPT Presentation
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© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 1KTN0100–Introduction to KTN Account Teams_v2.0.ppt
Know the Network Engagement – Introduction
Information for Account Teams
Know the Network.
Always.
2© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialKTN0100–Introduction to KTN Account Teams_v2.0.ppt
Through Offerings and Campaigns
Set of Business Capabilities
Core / Context Across Cisco Teams
Differentiate Collaborate Leverage
What is Know the Network?
Know the Network (KTN) is a set of business capabilities for effective IB management. KTN is embedded in many existing Cisco service programs such as Smart Care and NLS as a one-time engagement. The KTN engagement provides a strong value proposition to both customer and partner interactions.
3© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialKTN0100–Introduction to KTN Account Teams_v2.0.ppt
KTN is a one-time Foundational Event
Smart Care
CollaborativeServices
Network Level Services
Embratel-Brasil discovered and
booked $4.3M in services
from a KTN engagement.
4© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialKTN0100–Introduction to KTN Account Teams_v2.0.ppt
Customer
Validates / confirms the current Cisco assets in the network
Creates foundation to establish service contract updates
Improves business operations
SOX Compliance
Aids Service Delivery Performance
Increases knowledge and trust of Cisco asset/inventory data, locations and Service Levels
Identifies uncovered equipment in network and equipment refresh opportunities
Financial regulatory compliance
Identifies uncovered equipment in the network and equipment refresh opportunities
Improves renewal cycle time and efficiency; increase sales productivity
Improves entitlement verification and speed; reduces service leakage
Partner Cisco
The KTN Process Benefits Customer, Partner and Cisco
5© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialKTN0100–Introduction to KTN Account Teams_v2.0.ppt
Know the NetworkW
hat i
s th
e P
roce
ss?
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
Establishes collaborative 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
Wha
t Are
The
Ben
efits
?
All processes and tools are available via a self-service Website for use by direct Customers and Partners at
http://tools.cisco.com/ktn/
6© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialKTN0100–Introduction to KTN Account Teams_v2.0.ppt
Know The Network Engagement Model
Introduction
Preparation
Customer Kickoff
KTN Training
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)
*MACD = Moves, Adds, Changes, and Deletions
1. Engage 2. Collect 3. Process 4. Apply 5. Maintain
Cisco Customer/Partner
Customer/Partner Cisco Customer/PartnerCisco
7© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialKTN0100–Introduction to KTN Account Teams_v2.0.ppt
Understanding the Roles and Responsibilities
Account Team / Partner
Responsibilities• Train and understand the Know the Network 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 & 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
Account Support Team / Partner
• Train on collection method (e.g., CNAC, Easy Inventory)• Collect network data • Transmit data files to Cisco
Roles
• 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
Customer / Partner
Customer / Partner Network Engineer
• Verify report completeness; work with customer – planned service contract changes• Submit, manage & 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
8© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialKTN0100–Introduction to KTN Account Teams_v2.0.ppt
The KTN Network Collection Report Actionable Network Snapshot Report (ANSR)
ANSR is an easy to use, actionable report based on the network collection
ANSR provides a view of the network collection data that can be used to drive remedy, reconciliation and revenue opportunities from the multiple perspectives of uncovered equipment, renewal and equipment refresh
Segments Filtered Data into Action-Oriented Tabs Click-to-Populate-Quote Template
for all validated Uncovered Items Click-to-Populate Site-to-Site
Level Moves Contracts, Sites, Product Summaries
and Counts Last Date of Support (LDoS) Summary
ANSR Enables Action on Unvalidated Items Classifies Unvalidated Item as either Chassis
or Card Provides site network location information to
enable access and query Leverages Sysoid Translation to identify
possible Product ID Provides detailed step-by-step,
end-to-end instructions to take to remedy
9© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialKTN0100–Introduction to KTN Account Teams_v2.0.ppt
Who is a good candidate for the One-time KTN Process?
The Engagement
Direct customer or partner Renewal/Business Driver within the next 3–5
months
Rapid engagement cycle – account team, partner, and customer; not reliant on other deals
Cisco account team and partner willing to co-manage contract management
No conflict with other Cisco programs – review any existing NOS/Advanced Services or NLS engagements
Partner / Customer
Willing to participate – to commit to co-managed contract management & target completion timelines
Dedicated partner/customer resource(s) available to participate
Willing to keep engagement scope within KTN scope
Commitment to establish/review internal process for tracking changes in the network
Willing to maintain/update service contracts at an agreed upon frequency (ongoing MACD process)
Network
Product profile/mix well supported by CNAC discovery tool (if using CNAC for collection)
Target networks accessible for customer collection
Ability of customer or partner to identify the hostname physical locations
Fewer than 3000 chassis in each network segment recommended (CNAC)
One network = one engagement (multiple networks per customer OK)
Service Contracts / Data
Focus on serialized, priority items (those with a service value > $0)
Initial contract accuracy > 70%
Non-factor based (Non-SP Base) pricing recommended
Service contracts without multiple end customers on a contract recommended
10© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialKTN0100–Introduction to KTN Account Teams_v2.0.ppt
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
Establish a streamlined co-managed process– Ensure ongoing updates and synchronization as the network changes
Know the Network.
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