Upload
lenin-godoy
View
219
Download
0
Embed Size (px)
Citation preview
7/23/2019 Smart Care Managed Services Overview
http://slidepdf.com/reader/full/smart-care-managed-services-overview 1/13
Smart Care Andrés Carcache
Partner Success Manager
Sept 2015
Optimizando la entrega de Servicios Smart Care
7/23/2019 Smart Care Managed Services Overview
http://slidepdf.com/reader/full/smart-care-managed-services-overview 2/13
Smart Care 1.15.2!
Key value-props for partners
Major NewRelease!
You asked for faster customer on-boarding…… and we listened!
•
Fast onboarding and operational efficienciesthrough automation
•
Monetizing opportunities from newOpportunity reports, Smart support and Smartinteractions
•
Better performance and quality in terms ofportal and device support
7/23/2019 Smart Care Managed Services Overview
http://slidepdf.com/reader/full/smart-care-managed-services-overview 3/13
© 2011 Cisco and/or its affiliates. All rights reserved.
Provide globallyconsistent service
Know me, knowmy network
What Our Customers are Saying
Offer alternativeconsumptionmodels
for solutions
Help managecomplexity
Address my
businesschallengeswith
architecturallybased solutions
Assure
perforand services
the
7/23/2019 Smart Care Managed Services Overview
http://slidepdf.com/reader/full/smart-care-managed-services-overview 4/13
Achieving the Goal
• Listen to the Customer and identify theirtechnical challenges.
•
Translate to a problem statement highligpoints
• Analyze and break down the problem strelation to ITIL processes.
•
Leverage understanding of ITIL / Smart servic•
Associate specific ITIL process to appropriate
•
Utilize the Services ROI tool in building a stroncase
•
Discuss with the customer the challenge in the methodology.
•
Propose the appropriate Smart solution, in term
•
Highlight distinctive benefits and value (utilizingbuilding a strong customer value business case
•
Eventually guide the customer to further discusSales team
Identify the Customer’s
Business challenge
Relate to ITIL processes
Map ITIL processes toSmart Services
Engage in positioningDone via conversation, Joint BusinessReview
ITIL R
7/23/2019 Smart Care Managed Services Overview
http://slidepdf.com/reader/full/smart-care-managed-services-overview 5/13
ITIL Recap• Owned by the OGC V1 initiated in 80’s and has matured through v2 and v3
• A framework of best practices that defines an integrated process –based appro
• Can be applied to the provision of any service
• Provides guidelines to improve service quality at reduced IT cost
WHAT IS ITIL ?
•
• Only consistent and comprehensive documentation of best practices for IT Ser
• Provides for process standardization - helps to reduce risk of errors
• Improve level of service delivered to the business
• Great cost savings , through increased productivity and efficiency
WHY CUSTOMERS AREADOPTING ITIL ?
7/23/2019 Smart Care Managed Services Overview
http://slidepdf.com/reader/full/smart-care-managed-services-overview 6/13
Potential Assessment ITIL Sma
Install Base! Do you have visibility of your installed base (IB) of Cisco devices?
! What are the bottlenecks in your network today?
!
What kind of devices do you have in your Network?
!
Do you have a baseline inventory?!
Do you have a defined MACD process? What is it?
!
How accurate is your IB?
Configuration
• How homogeneous are your configurations?
•
What is your degree of standardization?
Capacity
What is your current process for capacity management?
Risk Management•
How do you manage operational risk?
•
How do you quantify operational risk?
•
Do you know how many EoX devices you have?
•
Do you have a consolidated view of your security vulnerabilities?
•
What are your compliance targets? Do you achieve them?
Capacity
Management
Configuration
Management
7/23/2019 Smart Care Managed Services Overview
http://slidepdf.com/reader/full/smart-care-managed-services-overview 7/13
Potential Assessment ITIL Sma
Install Base / Inventory•
Installed Base / Inventory
•
How do you upgrade software?
•
What is your process to baseline the IB?
•
How do you keep your network records up to date?
•
How do you manage your inventory
Contract management
•
How could you consolidate your contracts?
•
How do you keep track of service coverage?• How many service contracts do you have today?
• How many support partners do you have today?
• Please describe your contract management system?
Service Level
Management
Configuration
Management
Potential Assessment ITIL Sma
• What availability and restoration times must you achieve?•
What is your current restoration time and Network availability?
•
What would higher availability mean for your business? Quantify?
•
What would it mean to your business if you could improve the installed base
transparency/accuracy/efficiency by 30%?•
What is your current SLA setup with your customers?
•
How reactive vs. proactive vs. predictive is your organization?
•
% split of Network operations employees?
•
What is your cost of problem management?
•
Do you share data over the internet?
Problem
Management
Availability
Management
Event Management
Incident
7/23/2019 Smart Care Managed Services Overview
http://slidepdf.com/reader/full/smart-care-managed-services-overview 8/13
Faster Onboarding and Greater Efficiethrough Automation
Import contracts & add
customers faster
Configure SNMP
for multiple devices
Auto-schedule
on-demand services
Support for
default credentials
Speed up initial set-up and simplify requalification
Reduce time to inventory networks andnetworks
Quickly realize “Smart” value without mprocesses
Reduce time to inventory networks andcustomers
Benefit
7/23/2019 Smart Care Managed Services Overview
http://slidepdf.com/reader/full/smart-care-managed-services-overview 9/13
Monetization with Reports, Smart Supand Smart Interaction
Opportunity reports >Uncovered devicesand expiring/expired contracts
Smart support for CUCM10.x
Q&O support for UCSSmart Plays
Smart interactions >Cisco-recommended OSversions for devices
Laser focus on customers with maximurevenue streams
Extend the cost and time savings of “S
more devices
Reduce costs through standard practic
Benefit
7/23/2019 Smart Care Managed Services Overview
http://slidepdf.com/reader/full/smart-care-managed-services-overview 10/13
Other Smart Care Performanceand Quality Improvements
Infrastructure
improvements
Overall portal
improvements
Customer-reported
defects resolved
Faster and more responsive Smart Ca
More robust and secure Smart Care P
Better device support and portal UI
Benefit
7/23/2019 Smart Care Managed Services Overview
http://slidepdf.com/reader/full/smart-care-managed-services-overview 11/13
Key Benefit for Your Customers
Risk mitigation from:
• Actionable reports showing partnersuncovered devices and expiring/expiredcontracts in customer’s network. Ensures up-to-date coverage contracts are in place
• IOS version reporting to maintainrecommended OS versions in devices.
Ensures compliance with best practices• Expanded “Smart” coverage for customer
devices leading to better-supported networks
• Faster onboarding that results in “smarter”networks, sooner
7/23/2019 Smart Care Managed Services Overview
http://slidepdf.com/reader/full/smart-care-managed-services-overview 12/13
© 2011 Cisco and/or its affiliates. All rights reserved.
KPI and BenefitsITIL Process
Customer DeptDeliverables Key benefit M
Incident Management
Operations
Service Request Management
Communication Management
Technical momentum
MTTR
Impact reduction
Confidence
90% fix
<2 Sev
Problem Management
Operations
Root Cause Analysis (RCA)
Major Incident analysis
Rectification planning
Zero reoccurrence of samefault
<2 occcausin
Change Management
Engineering
Operations
Cisco as a technical verifier in all changesdue to problems or in support of new featureimplementations
Zero faults due to plannedchanges
>95% c
Lifecycle Management
Engineering
Operations
Hardware Lifecycle reporting
Software Lifecycle reporting
Software version reporting
Service Management <25% L
<25% E
<4 SW
Business Continuity
Operations
Support development and review of Disaster Recovery Plan
Network Availability Quarte
7/23/2019 Smart Care Managed Services Overview
http://slidepdf.com/reader/full/smart-care-managed-services-overview 13/13