partner support service 303 installed base management deployment for partner operations and...
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Partner Support Service 303 Installed Base Management Deployment for Partner Operations and Technical Staff. July 2013. About this presentation. Audience Partner Operations and Deployment Cisco Engagement Managers Prerequisite PSS 101 Goal - PowerPoint PPT PresentationTRANSCRIPT
© 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
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3
Agenda
Smart Component: Installed Base Management and Alerts
Review: PSS 101
Discovery and Collection process
Collector Deployment
Key Takeaways
Resources
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4
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
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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)
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6
Agenda
Smart Component: Installed Base Management and Alerts
Review: PSS 101
Discovery and Collection process
Collector Deployment
Key Takeaways
Resources
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7
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
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Partner Challenges
ContractRenewal
Entitlement
InventoryStability
Over Coverage
UnderCoverage
Ship-to Location
RMA
Serial Number
PatchManagement
UncoveredEOX
Reside-at Location Unknown
Inventory
OSConfig
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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
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10
Agenda
Smart Component: Installed Base Management and Alerts
Collector Deployment
Key Takeaways
Resources
Review: PSS 101
Discovery and Collection process
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12
Cisco Data Ctr
SECURE
Cisco Collector
Customer Network
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Smart Portal
Discovery and Collection ProcessOverview
SecureTransmission
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13
Cisco Data Ctr
SECURE
Cisco Collector
Customer Network
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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 #
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Cisco Data Ctr
SECURE
Cisco Collector
Customer Network
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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
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Cisco Data Ctr
SECURE
Cisco Collector
Customer Network
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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
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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
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Cisco Data Ctr
SECURE
Cisco Collector
Customer Network
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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
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18
Cisco Data Ctr
SECURE
Cisco Collector
Customer Network
1001011110111011011111001101100111001010100011011111111101001011110111011011111001101
1001011110111011011111001101100111001010100011011111111101001011110111011011111001101
Smart Portal
SecureTransmission
Discovery and Collection ProcessBasic Workflow
3. Run the collection
• Leverage seed file• Device credentials• Discovery device list
4. Upload inventory file
• Transmit inventory file from collection
Can be automated
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Cisco Data Ctr
SECURE
Cisco Collector
Customer Network
1001011110111011011111001101100111001010100011011111111101001011110111011011111001101
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Smart Portal
SecureTransmission
Discovery and Collection ProcessBasic Workflow
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
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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
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21
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
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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.
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Agenda
Smart Component: Installed Base Management and Alerts
Collector Deployment
Key Takeaways
Resources
Review: PSS 101
Discovery and Collection process
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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
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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
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Subnet 1 Subnet 2 Subnet 3
ManagementSubnet
Subnet 1 Subnet 2 Subnet 3
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
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Subnet 1 Subnet 2 Subnet 3
ManagementSubnet
Subnet 1 Subnet 2 Subnet 3
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
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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
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Agenda
Smart Component: Installed Base Management and Alerts
Collector Deployment
Key Takeaways
Resources
Review: PSS 101
Discovery and Collection process
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Key takeaways
• Read the documentation
• Plan your initial engagement
• Use a Cisco Engagement Manager engineer the first time
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Agenda
Smart Component: Installed Base Management and Alerts
Collector Deployment
Key Takeaways
Resources
Review: PSS 101
Discovery and Collection process
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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
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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
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How To Reach the Smart Services Bureau
Contact Smart Services Bureau, 24x7
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
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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
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- 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