Partner Support Service 303 Installed Base Management Deployment for Partner Operations and Technical Staff

© 2013 Cisco and/or its affiliates. All rights reserved.

Partner Support Service 303

Installed Base Management Deployment for Partner Operations and Technical Staff

July 2013

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2

About this presentation

Audience• Partner Operations and Deployment• Cisco Engagement Managers

Prerequisite• PSS 101

Goal• Understand technical implications of PSS installed base management capabilities


Agenda

Smart Component: Installed Base Management and Alerts

Review: PSS 101

Discovery and Collection process

Collector Deployment

Key Takeaways

Resources


Review: Partner Support Service

Drive Incremental Services Revenue

Increase Customer Loyalty

Improve Operational Support Margins

Combining visibility to end customer devices and networks with Cisco intellectual capital

Smart Capabilities

Software Updates Advance Hardware Replacement

IB Management Alert Reporting Device Diagnostics

Online Technical Resources Partner Access to Cisco TAC

Smart Interactions

- Smart Bonding - Smart Portal - Smart APIs - PSS Support Community

Foundational Capabilities

Develop and deploy services based on both foundational & smart capabilities


Review: Partner Support Service delivery flow

CustomerPartner

Call Home Messages / Alerts

Knowledge BaseBack-office SystemsBusiness Systems

Analytics

Delivery SystemsWeb Services

Network OperationsBusiness Systems

Partner’s ServicesPSS Capabilities

Network Information (Inventory, HW/SW, Configs) Network Information (Inventory, HW/SW, Configs)

http://www.true-north-agency.com/cisco/vse/demo/index.html

http://www.true-north-agency.com/cisco/vse/demo/index.html


Agenda


Review: PSS 101



Key Takeaways

Resources


Review: Installed Base Management and Alerts

Smart Capabilities

Software Updates Advance Hardware Replacement

IB Management Alert Reporting Device Diagnostics

Online Technical Resources Partner Access to Cisco TAC

Smart Interactions

- Smart Bonding - Smart Portal - Smart APIs - PSS Support Community

Foundational Capabilities

Effective management of entitlements, contracts, inventory, and RMAs

• Opens up new revenue opportunities

• Reduces cost of (renewal) sales

• Simplifies business operations

• Increases operational efficiency


Partner Challenges

ContractRenewal

Entitlement

InventoryStability

Over Coverage

UnderCoverage

Ship-to Location

RMA

Serial Number

PatchManagement

UncoveredEOX

Reside-at Location Unknown

Inventory

OSConfig


Partner Challenges + PSSContract Entitlement Inventory

Renewal Ship-to Location RMA

Consistency Serial Number Reside-at Location

Over & Under Coverage

SLA Unknown

Bill-to Location Uncovered

Software Configuration

EOX

Vulnerability

Installed Base Management & Alerts

Inventory Report

Product Alerts

Delta Report

Exception Report


Agenda



Key Takeaways

Resources

Review: PSS 101



Cisco Data Ctr

SECURE

Cisco Collector

Customer Network

1001011110111011011111001101100111001010100011011111111101001011110111011011111001101

1001011110111011011111001101100111001010100011011111111101001011110111011011111001101

Smart Portal

Discovery and Collection ProcessOverview

SecureTransmission


Cisco Data Ctr

SECURE

Cisco Collector

Customer Network

1001011110111011011111001101100111001010100011011111111101001011110111011011111001101

1001011110111011011111001101100111001010100011011111111101001011110111011011111001101

Smart Portal

SecureTransmission

Discovery and Collection ProcessInformation Collected

Collects:

• Device PID• Serial #• Config Info (optional)• Hostname (optional)• IP Address (optional)

Needs:

• Device PID• Serial #


Cisco Data Ctr

SECURE

Cisco Collector

Customer Network

1001011110111011011111001101100111001010100011011111111101001011110111011011111001101

1001011110111011011111001101100111001010100011011111111101001011110111011011111001101

Smart Portal

SecureTransmission

Discovery and Collection ProcessCisco Collector

Common Services Platform Collector is the network data collector for PSS

CSP-C is a software package• Has quick installation and configuration• Has superior performance• Has separate client offering intuitive user interface


Cisco Data Ctr

SECURE

Cisco Collector

Customer Network

1001011110111011011111001101100111001010100011011111111101001011110111011011111001101

1001011110111011011111001101100111001010100011011111111101001011110111011011111001101

Smart Portal

SecureTransmission

Discovery and Collection ProcessCisco Collector

Server

• Discovers the devices on the network• Does the “collecting” from devices and the

packaging and uploading to Cisco• CSP-C application • Hardened Cent OS 5.3• Admin Shell interface (Shell with limited set of CLI) • Two default user accounts (cisco/cisco, admin/admin)

Admin Interface

• Used to configure and operate the collector• Web browser access

Note: Current version of CSP-C has a “built in” web server for Admin function


Smart Portal

CSP-C Server Hosting Platforms

X86 Server

CSPC server

CSPC Appliance

X86 Server

Any OS that supports VMWare

CSPC Server

X86 Server

CSPC Server

CSPC Virtual Machine CSPC Virtual Machine

Preferredfor remote customer

Preferredfor Large Scale

Deployment

Preferredfor Large Scale

Deployment

VMWareVMWare ESXi


Cisco Data Ctr

SECURE

Cisco Collector

Customer Network

1001011110111011011111001101100111001010100011011111111101001011110111011011111001101

1001011110111011011111001101100111001010100011011111111101001011110111011011111001101

Smart Portal

SecureTransmission

Discovery and Collection ProcessBasic Workflow

1. Configure the collector

• Download image• Install in an enviroment• Install rule set and

collector certificate• Seup backend comms

2. Run the discovery

• Use the optional seed file• Select a discovery methodology:

• SubNet/ IP Range• Exiting Seedfile• Known devices• Known IPs


Cisco Data Ctr

SECURE

Cisco Collector

Customer Network

1001011110111011011111001101100111001010100011011111111101001011110111011011111001101

1001011110111011011111001101100111001010100011011111111101001011110111011011111001101

Smart Portal

SecureTransmission


3. Run the collection

• Leverage seed file• Device credentials• Discovery device list

4. Upload inventory file

• Transmit inventory file from collection

Can be automated


Cisco Data Ctr

SECURE

Cisco Collector

Customer Network

1001011110111011011111001101100111001010100011011111111101001011110111011011111001101

1001011110111011011111001101100111001010100011011111111101001011110111011011111001101

Smart Portal

SecureTransmission


3. Run the collection

4. Upload inventory file

1. Configure the collector

2. Run the discovery

Fast Cycle

Monthly, Quarterly

Slow Cycle

Initial and significant event, maybe Monthly, Quarterly, Yearly

Seedfile updates


Cisco Data Ctr

SECURE

Cisco Collector

Customer Network

1001011110111011011111001101100111001010100011011111111101001011110111011011111001101

1001011110111011011111001101100111001010100011011111111101001011110111011011111001101

Smart Portal

Collection ProcessSecure Transmission

SecureTransmission

Collector on Customer Network- Hardened- No root access- Password policy enforcement

Transport to Cisco Data Center- AES 128-bit data encryption, and HTTPS or SSL connection

- Sensitive credentials removed before transport

Smart Portal - Cisco.com credentials - Partners can see only their data

Cisco Data Center - Only accepts connections from registered systems

- Secure Cisco IT lock-and-key facility


Cisco Data Ctr

SECURE

Cisco Collector

Customer Network

1001011110111011011111001101100111001010100011011111111101001011110111011011111001101

1001011110111011011111001101100111001010100011011111111101001011110111011011111001101

Smart Portal

SecureTransmission

Discovery protocols: SNMP, ICMP, CDP, ARP, LLDP,

Collection protocols: SNMP, Telnet, SSH, HTTP, HTTPS

Upload protocols: HTTPS (443)

Collection ProcessSupported Protocols


Upload Protocols and Methods

Ports DescriptionXMPP TCP 72.163.7.138; Port - 5222- Signaling

Connection to the Cisco backend. Note: customers firewall ACL might need to be configured to allow this port outbound from the collectors IP address.

HTTP TCP 72.163.7.138; Port - 7337 - Signaling

Connection to the Cisco backend. Note: customers firewall ACL might need to be configured to allow this port outbound from the collectors IP address.

UDP 72.163.7.88; Port - 3478- Signaling

UDP 72.163.7.88; Port - 4500 - Media

This is for IPSEC Tunnel endpoint

CSP-C Collector Port Requirements for Uploads

• To ensure a successful upload from a CSP-C Collector to the Cisco backend,the following ports and specific IP addresses need to be “allow outbound” to the internet.

• ACL’s on customer’s firewall might need to be configured to allow the CSP-C to upload.


Agenda



Key Takeaways

Resources

Review: PSS 101



Preinstall Checklist:(Read and use the documentation)

• Make a plan for the deployment• Know what you need from a Contract perspective• Smart Portal User• Collector Registration• Plan your discovery subnet by subnet• Discovery – SNMP Community Strings..

Quick Start Guide(Read and use the documentation)

Collection and Device credentials

Collector • Location• Platforms• Collector Installation

Uploads • Data communications requirements • Firewall

Customer Requirements:•Reports•Inventory•Security

Note: Arrange a deployment engineer for the first couple of deployments

CSP-C Deployment ChecklistMost important things to do be success with a deployment


Customer 2

Collector 1 Collector 2

Customer 1

CustomerNetwork

CustomerNetwork

Customer 1

Collector

CustomerNetwork

Customer 2

Customer 3

Subnet 1

Collector

CustomerNetwork

Subnet 2 Subnet 3

ManagementSubnet

One collector per customer, currently no multi-tenant solution

Best place to locate the collector is the network management subnet because it minimizes router/network ACL issues

CSP-C


Subnet 1 Subnet 2 Subnet 3

ManagementSubnet


ManagementSubnet

The internet

VPNVPN

Partner Network

CustomerNetwork

CustomerNetwork

CSP-CCustomers don’t normally like this solution due to security concerns.

Could be workable for outsourced solutions where there is in effect no Customer Network

Collector1

Collector2



ManagementSubnet


ManagementSubnet

The internet

VPNVPN

Partner NetworkPartners who are outsourcing-centric and have control of the whole network employ the VMWare Server to host several collectors

VM Domains

Collector3

Collector1

Collector4

Collector2

CustomerNetwork

CustomerNetwork

Virtualized CSP-C Deployment Environment


Virtualized CSP-C Deployment Environment

Subnet 1

CustomerNetwork

Subnet 2 Subnet 3

ManagementSubnet

Subnet 1

CustomerNetwork

Subnet 2 Subnet 3

ManagementSubnet

The internet

VPNVPN

Partner Network

App 2DD (SCH)Transport Gateway

App 1 CSPCCollector

VM Domains

Management Consoles connect via VPN to VMWare Server Domains Hosting applications located in the customers Management Subnet

Management Console Management Console


Agenda



Key Takeaways

Resources

Review: PSS 101



Key takeaways

• Read the documentation

• Plan your initial engagement

• Use a Cisco Engagement Manager engineer the first time


Agenda



Key Takeaways

Resources

Review: PSS 101



Documents you can’t live without

Collector:

• CSP-C Preinstall Check List• CSP-C Quick Start Guide• CSP-C Multiple Customer Support Using VMware-based Collectors • CSP-C Supported Hardware and Software• CSP-C Supported Devices• PSS Seedfile Maintenance Guide

Installed Base Management and Alerts:

• PSS IBM&A Deployment Guide

Smart Portal:

• Smart Portal Online User Guide• PSS Smart Portal on-line-training• PSS IBM&A Smart Portal Report and Review • Smart Portal User Guide

PSS Security:

• PSS Security Guide

Other Useful Links

• PSS Support Community (registration required)• PSS Partner Central Website

http://www.cisco.com/web/partners/services/programs/collaborative/downloads/cisco_pss_preinstall_checklist_cspc.pdf



http://www.cisco.com/en/US/docs/net_mgmt/smart_portal/Common_Services_Platform_Collector_Quick_Start_Guide.pdf



http://www.cisco.com/web/partners/services/programs/collaborative/downloads/pss-managing-multiple-customers.pdf




http://www.cisco.com/en/US/docs/net_mgmt/smart_portal/Smart_Collector_CSPC_Hardware_and_Software_Support.pdf



http://www.cisco.com/en/US/docs/net_mgmt/smart_portal/Smart_Collector_CSPC_Supported_Devices.pdf



http://www.cisco.com/web/partners/services/programs/collaborative/downloads/services_seedfile_maintanance_user_guide.pdf

http://www.cisco.com/web/partners/services/programs/collaborative/downloads/services_pss_install_base_management_and_alerts_deployment_guide.pdf



http://www.cisco.com/en/US/docs/net_mgmt/smart_portal/Partner/Book.html


http://cisco.partnerelearning.com/Saba/Web/Main

http://www.cisco.com/web/partners/services/programs/collaborative/downloads/pss_smartportal_reports_guide.pdf

http://www.cisco.com/web/partners/services/programs/collaborative/downloads/pss_smartportal_reports_guide.pdf


http://www.cisco.com/web/partners/services/programs/collaborative/downloads/services_partner_support_svcs_security_ov.pdf

https://supportforums.cisco.com/community/netpro/solutions/smart_services/pss


http://www.cisco.com/go/collaborativepss

http://www.cisco.com/go/collaborativepss


ResourcesAssistance

• SSB: Intended to be the 7x24 help desk for Smart Service• Deployment Engineer: Intended to assist partner deployment engineers during collector deployments. Refer

to note on booking and lead time,• Cisco TAC: Would highly recommend engaging SSB first

Notes

• Contact detail for SSB in the next slide• Use of SSB and Deployment engineers via SSB does not carry a financial penalty for your company• Use of Cisco TAC against a PSS contract will have financial penalty for your company

Online

• PSS Support community: https://supportforums.cisco.com/community/netpro/solutions/smart_services/pss• Partner Central: http://www.cisco.com/web/partners/services/programs/collaborative/index.html#~ts


http://www.cisco.com/web/partners/services/programs/collaborative/index.html


How To Reach the Smart Services Bureau

Contact Smart Services Bureau, 24x7

E-Mail

[email protected]

TelephoneFrom US and Canada: +1-877-330-9746From APAC: Australia 1 800 805 227

From the rest of the world: Choose the appropriate phone number http://www.cisco.com/warp/customer/687/Directory/DirTAC.shtml

mailto:[email protected]

http://www.cisco.com/warp/customer/687/Directory/DirTAC.shtm



© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 36

Q. “Do I buy the collector?”A. Collector software is a zero-cost item supplied as part of PSS. The hardware platform it is hosted on has to be purchased, but if you are deploying the VMWare solution you may already have the hardware.Q. “Is the collector a HW device?”A. The collector is a software application that you can choose to deploy into a VMware domain,

or onto a dedicated hardware appliance.Q. “Can I control uploads?” A. Uploads can be manual or automated. Partner Administrators have the flexibility to configure it either way.Q. “Where can I learn more about this topic?”A. The PSS Partner Support Community or the PSS page on Cisco Partner centralQ. “Will the collector see non Cisco devices?”A. The Collector sees and records all devices that respond to an SNMP ping.

Unknown and non-Cisco devices are reported in the “unprocessed” devices report in the PSS Smart PortalQ. “Can the collector see devices behind a firewall?”A. The Collector is usually located on the management subnet domain. Devices on the management subnet

domain usually have visibility thru firewalls, if this is the case, then the collector will be able to “see” the devices.

Frequently Asked Questions

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 37

- Smart Portal data items:- Inventory - Covered- Uncovered - Expiring Coverage- Expiring Support- Protocol Error - Search Function- Export Function- Chassis Details- Product Alert Details - Contract Details - HW/SW Details - Exception Details - Device Config Details – Running / Startup Config / Show Command-Reports:- Unprocessed Devices (3rd Party and Unknown Cisco- Inventory- Alerts

Information collected