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Cisco Confidential © 2011 Cisco and/or its affiliates. All rights reserved. 1
Session Arrangement
Mute – As a courtesy to all participants you are muted during the presentation to alleviate background noise
Q&A –We will answer your question by email.
Send Email - Alternatively please send an email to the presenters after the session. [email protected]
Quiz – After the session we will be shared our link for the exam.
Session Follow up- You can find Presentation & Recording in this page http://www.cisco.com/web/LA/partners/sell/smb/learningexpress/index.html
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2
• Carlos Arias
• Claudia Tinoco
• David Chancusi
• Elidan Aguirre
• Emely Deledesma
• Fabiola Jiménez
• Franklin Mérida
• Franks Huacho
• Gabriel Torres
• Gustavo Salinas
• Jeismy Rodríguez
• Jorge Enrique Gómez
• Jorge Polo
• Jorge Rene Caballero
• Juan Luis Martínez
• Karla Ledesma
• Lea Ditamo
• Lidia Alum
• Lidice Guerra
• Luis Sáenz
• Mildred García
• Néstor Martínez
• Pedro Carrillo
• Perla Angélica Revilla
• Peter Moscol
• Ray Plinio Zuleta
• Ricardo Pinzón
• Roosevelt Alzate
• Rosa Parra
• Sergio Arias Navarrete
• Albert Moya
• Alberto Balderas
• Alfredo Villalobos
• ANA BEATRIZ Rubio
• Andrés Ceballos
• Arturo Cárdenas
• Carlos Herrera
• Cesar Coria
• Christian Essayan
• David Canul
• Diana Valencia Fernanda
• Erika Edith Moya
• Evelin Barzabak
• Flavio Francisco Campos
• fredy Olivares
• Glenda Hurtado
• Héctor Ruiz
• Hernan Foronda
• Magdalena Mirama
• Marco Antonio Lerma
• Mario Ruiz
• Michael Gómez
• Miguel Angel Leyva
• Miguel Fernando Barrios
• Pavel Altamirano
• Rafael Moreno
• Román González
• Servando olivares
• Vanessa de la Rosa
• Victor Ramírez
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3
Cisco Smart Services Addressing customer business challenges,
Andres Carcache Smart Serv Bus Dev. Manager LatAm
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4
• It took us more than 20 years to get two billion people on the Internet, but estimates suggest the next two billion will connect to the network in less than half that time. And the growth of connected “things” is even more incredible. Sometime around 2009, the number of things connected to the Internet surpassed the number of connected people, at which point we began to experience what some call the “Internet of Things.”
John Chambers
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6
Solutions
Customer preference for integrated solutions driven by need for
simplicity
Outcome Based
Customers insisting on business outcome assurance
and risk sharing
Declining value on systems and services on their own
Shifting buying power from IT to business
Buyers
Business Outcomes are the priority
Consumption Models Rapid uptake of flexible consumption models and cloud based delivery
Systems Leverage
Customers focused on software and services to maximize value of systems
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7
• Mobility
Globally mobile data will increase 39 times from 2009 to 2014
• Cloud and Virtualization
More than 25% of software likely purchased on a hosted basis over the next 5 years
• Video
Within three years, 91% of all consumer internet traffic will be video
Today, 50% of all Cisco IT network traffic is video
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9
Reactive Model Responding to problems as they arise, resulting in costly redundancies and overinvestment in constant monitoring
Proactive Model
Relies on awareness
capabilities to detect potential
problems and analytical
capabilities to predict damage
before it occurs
Reactive
Incident-Based
Services
Proactive
Support
Services
Delivery:
Self Support
Field Support
Remote Support
Community
Delivery:
Intellectual Capital
Instrumentation
Automation
Analytics
Forrester: “Smart services will become increasingly important to enterprises as more and more business and IT activities move into the cloud and onto the network.”
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10
Smart Services The Future of Cisco Services
Breadth of Services
Smart
Devices
Smart
Networks
Smart Operations
Smart Applications
Dep
th o
f S
erv
ices
Reacti
ve
Proactive
Predictive
Pre-
Emptive
•SMARTnet
•Smart Call Home
•Smart Net Total Care
•Smart Care
•Partner Support
Service
•Focused Technical Support (FTS)
•Remote Management Service
(RMS)
• Network Optimisation
Service
• Smart Analytics
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11
Services that have …which collect …which is analyzed and compared to
…to provide
Actionable Insight Cisco’s Intellectual Capital
Network Diagnostic Data
Automated Software-enabled
Capabilities
+ +
CISCO INTELLECTUAL CAPITAL
25 years of networking innovation and leadership
50 million installed devices
6 million annual customer interactions
90,000+ technical documents
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12
Unparalleled
Intellectual Capital 80%+ automation
Unique Differentiation
Smart Services Analytics Support
Leadership
World’s largest
installed base
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13
Smart
Services Analytics Install Base
Business
Relevance
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14
For customers, smart
services help…
• Improve operational
efficiency
• Reduce costs
• Speed problem resolution
• Mitigate risk
• Generate greater return on
investment
For partners, smart
services help…
• Grow business
• Increase revenue
• Strengthen customer
relationships
• Differentiate partner
practices
For Cisco, smart
services help…
• Improve efficiency
• Increase sales
• Ease the renewal process
• Increase partner loyalty
• Build for the future
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15
Transformational
Customers
• One Portfolio -- Assurance Services
• Four Services Tiers:
Reactive, Proactive, Pre-emptive, Operate
• Single SKU to customer
• Smart Net Total Care
• NOS with Smart Analytics
• Remote Management
Services
• Focused Technical
Services
• SMARTnet w/ SCH • Smart Net Total Care
• SMARTnet w/ SCH
• Smart Net Total Care
• NOS with Smart Analytics
• Remote Management Services
• Focused Technical Services
• SMARTnet w/SCH
Commercial & Small
Business
Enterprise, Public Sector
Service
Provider
• Partner
Support
Service
• PSS
• Smart Care
• CPS
Cisco Branded Services Collaborative Services
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16 For Partners in LATAM Only
• Some are delivered ready-to-consume (SNTC)
• Some are baked and sold by others that do the finish work (Smart Care)
• Some are baked and sold by others that use raw ingredients (PSS)
Ready-to-eat Pre-mix From Ingredients
Smart Net Total Care Smart Care PSS
(not available under CSPP yet)
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17 For Partners in LATAM Only
SMART Capabilities
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18
Smart Services
Portal:
• Cisco.com
credentials
• User can see only
their data
100101111111001101
1001110101111111110
100101111111001101
1001011110111011011111001101
10011100101010001101111111110
1001011110111011011111001101
SECURE
Secure Transport Cisco
Collector Customer
Network
Cisco
Data Center
Cisco Services Portal
Collector on Customer
Network:
• Hardened
• No direct root login
access
• Password policy
enforcement Transport to Cisco Data Center:
• AES 128-bit data encryption
• Transport over HTTPS or SSL
connection
• Sensitive credentials removed
before transport
Cisco Data Center:
• Only accepts connections from
registered systems
• Secure Cisco IT lock-and-key
facility
Cisco Confidential © 2010 Cisco and/or its affiliates. All rights reserved. 19
Partner Reward Program CSPP
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20 For Partners in LATAM Only
Compensation strategy that allows partners to manage their services
cost from Cisco as they maximize performance
Performance Rebates Discounts
Use the
Compensation
Dials…
Start End Previous Next
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21 For Partners in LATAM Only
Pro
gra
m
Off
er/
s
Cisco Services
Partner Program
Collaborative
Services
Cisco Brand
Services
Partner Support
Service
Smart Services
Smart Net Total
Care
SAS.. etc
SMARTnet
Tomorrow
Shared
Support (cobrand
foundation
bridge)
4 pillars of
Shared
Support
Cisco
Brand
Services
GSA
Collaborative
Technical
Services
Cisco
Brand
Services
CBR
Cisco
Brand
Services
Today
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22 For Partners in LATAM Only
Cisco® Branded Services
Collaborative Services
Performance
Management
Eligibility Compensation
Start End Previous Next
Two Distinct Service Families:
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23 For Partners in LATAM Only
Branded Services
Collaborative Services
* Certain Advanced Services may require technology specific ATPs
Partner Sells
+
Cisco Delivers
No eligibility requirements * beyond maintaining Cisco
contractual relationship
Start End Previous Next
• Network Optimization Service (NOS)
• Remote Management Services
• Smart Net Total Care
• Cisco® SMARTnet® Service with Smart Call Home
• NOS with Smart Analytics
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24 For Partners in LATAM Only
• Partner Support Service
• Smart Care
• Collaborative Professional Services
Collaborative Services
Offer specific specialization, certification, and
performance-based eligibility requirements
Partner builds upon, sells, and delivers
+
Partner purchases Cisco intellectual capital
and services infrastructure
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25 For Partners in LATAM Only
Reb
ate
Paym
en
ts
Metric Performance
1.0%
10.0%
60% 90%
Static Approach Pays the Same Rebate
Payment Within the Standing Level
Min Rebate Threshold
Not Met
<60% >
Linear Approach Pays Rebates Based on Function of Partners
Precise Metrics Result
Rebate% = 0.3*AR -17.0% Max Rebate% = 10%
Min AR =70%
Start End Previous Next
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26 For Partners in LATAM Only
Reb
ate
Paym
en
ts
Metric Performance
1.0%
12.0%
50% 90%
Static Approach Pays the Same Rebate
Payment Within the Standing Level
Min Rebate Threshold
Not Met
<50% >
Start End Previous Next
6.50%
70%
Linear Approach Pays Rebates Based on Function of Partners
Precise Metrics Result
Rebate% = 0.275*RR -12.75% Max Rebate% = 12%
Min RR = 55%
Cisco Confidential © 2010 Cisco and/or its affiliates. All rights reserved. 27
NEXT STEP
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 28
1: Present the offering to Internal Commercial & technical team
2: Develop own offering around Cisco Smart Services
3: Plan and prepare Go To Market strategy
4: Identify top new and renewal accounts to present Smart Offering
6: Engage your Cisco Services team. Lets us help you win
5: prepare presentations and demos to customers
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29
• https://supportforums.cisco.com/community/netpro/solutions/smart_services
• http://www.youtube.com/watch?v=6RblcQLXwHw
Thank you.