Transcript KTN Account Team Presentation

KTN Preparation
for Account Teams
and Partners
Process Understanding and Alignment
Know the Network.
Always.
KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt
© 2008 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
1
Getting Started
 Review Know the Network
benefits, processes, roles
and capabilities
 Discuss timeline for – and
commitment to – engagement
 Review and schedule
next steps
KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt
© 2008 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
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Know the Network
The Know the Network (KTN) solution is a set of business capabilities for collection-led,
intelligent installed base management. KTN is embedded in many existing Cisco programs
or may also be offered as a one-time event.
What is the Process?
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
Improves service delivery performance
and contract accuracy and correctness
COLLECT: Prepare a customer or partner
Drives improved asset
accounting and depreciation
PROCESS: Cisco validates the network data
Increases business control for asset
against current Cisco Service Contract details and
supplies a detailed actionable report
ownership, usage and procurement
APPLY: Analyze the report
Establishes collaborative process
MAINTAIN: Implement a robust repeatable
Reduces risk of network outages. Enables
Network Engineer and collect network data
& review with the
customer to identify and perform desired Service
Contract changes using Moves, Adds, Changes,
Deletes (MACD) process
MACD process to ensure ongoing Service Contract
integrity, based on the needs of the business
KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt
control for
for co-managing service contract/inventory data
and MACD updates
confidence in network up-time, network integrity
and proactive control of assets
© 2008 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
What are the Benefits?
Network Inventory reports contain uncovered items, Last Date of Support (LDoS) items,
contract status and site information. Know the Network enables contract correctness and
provides increased revenue opportunities and a strong value proposition to both customer
and partner interactions.
3
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
Know the Network.
 Establish a streamlined co-managed process
– Ensure ongoing updates and synchronization as the network changes
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
KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt
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More Benefits of a Know the Network Engagement
Customer
•
Partner
Partner
Reduces risk of network
outages; contributes to
confidence in network up time
•
Increases customer satisfaction
•
•
Aids Service Delivery
Performance
Enables improved service
•
•
Validates / confirms the current
Cisco assets in the network
•
Creates an ongoing
co-managed process to keep
the service contracts in sync
with changes in the network
•
•
Identifies uncovered
equipment in the network
and equipment refresh
opportunities
Increases knowledge and trust
of Cisco asset/inventory data,
locations and Service Levels
•
Improves renewal cycle time,
and efficiency; increase sales
productivity
•
Reduces risk of network
outages and non-entitled events
•
Increases customer and
partner satisfaction
•
Identifies uncovered equipment
in network and equipment
refresh opportunities
•
Increases Service Delivery
Performance and Contract
Accuracy
•
Establishes a collaborative
process for co-managing
contract/inventory data and
MACD updates
•
Improves entitlement
verification and speed;
reduces service leakage
•
Improves business operations
•
Improves depot sparing
accuracy
•
Establishes a collaborative
process for co-managing
contract/inventory data and
MACD updates
•
Eases introduction of new
service offerings
Improves business operations
– Decreases network
compliance and security
issues
– Drives improved asset
management accounting /
depreciation
– Increases business control
for asset ownership,
usage, and procurement
– Network compliance and
security
– Asset management
accounting / depreciation
– Asset ownership, usage,
and procurement business
controls
KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt
Cisco
© 2008 Cisco Systems, Inc. All rights reserved.
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5
Co-Managed KTN Engagement
1. Engage
Introduction
Preparation
Customer Kickoff
KTN Training
2. Collect
Train on Network
Collection
Install collector
Perform network
discover and
inventory
3. Process 4. Apply
Parse collected data
Review report
Validate SN/PID
Confirm data
represents the
network
Produce reports
Send reports
5. Maintain
Establish MACD*
process
Close engagement
Implement MACD
(Ongoing)
Review for
changes/updates
Coverage, Service
Levels, locations,
LDOS, etc.
Data sent to Cisco
Create & approve
quotes
Manage $0 updates
Cisco
Customer/Partner
Customer/Partner
KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt
Customer/Partner
Cisco
Cisco
*MACD = Moves, Adds, Changes, and Deletions
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Roles and Responsibilities
Roles
Responsibilities
•
•
Train on KTN 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 and 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
Customer / Partner
Network Engineer
•
•
•
Train on collection method (e.g., CNAC, Easy Inventory)
Collect network data
Transmit data files to Cisco
Account Support Team /
Partner
•
•
•
•
•
Verify report completeness; work with customer – planned service contract changes
Submit, manage and 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
Customer / Partner
•
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
Account Team / Partner
KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt
© 2008 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
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Know the Network Solution – Engage
Engage
Collect
Process
Account
Team /
Introduction
Partner
Preparation
Task
Theater Ops
Theater Ops/
Account Team
Introduce KTN
• Value
• Process
• Expectations
• Criteria
Prepare
Account Team /
Partner:
• Process
• Expectations
• Timeline
Account Team
Account Team/
Partner
Owner
Task
Audience/
Receiver
Apply
Maintain
Customer
Kick-Off
Account Team/
Partner
• Prepare
Customer KickOff presentation
• Perform
presentation
Customer
Engagement
Plan
Account Team/
Partner
• Develop
engagement
plan
• Provide
feedback to
Theater Ops
for tracking
Customer
Timeframe
1-3 weeks
KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt
© 2008 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
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Know the Network Solution – Collect
Engage
Collector
Training
Task
Owner
Task
Customer/
Partner NE
• Downloads
and review
Collector
training
• Perform
Collector
training
• Complete
COLT
assessment
Collect
Install
Collector
Customer/
Partner NE
Process
Apply
Maintain
Perform
Discovery and
Inventory
Send
Encrypted
Data
Customer/
Partner NE
Customer/
Partner NE
• Download and • Perform
install Collector Discovery
• Download and • Perform
install SWIFT
Inventory
License
• Collect
• Configure
hostname to
Collector
physical
address
mapping
details
• Send
encrypted file
to Cisco
Audience/
Receiver
Timeframe
KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt
1 week
© 2008 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
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Know the Network Solution – Process
Engage
Collect
Parse
Data
Task
Owner
Task
Data Analyst
• Decrypt
inventory data
• Parse inventory
using
appropriate
tools
Process
Apply
Validate
SN / PID
Produce
Report
Data Analyst
Data Analyst
• Perform SN /
PID validation
using
appropriate
tools
Audience/
Receiver
Maintain
Send Report
Data Analyst
Generate ANSR:
• One external
ANSR* for
Partner &
Customer use
• One internal
ANSR* for
Account Team
use
Account Team/
Partner
• Post ANSR for
Account Team/
Partner to
access
Account
Team/ Partner
Timeframe
1 week
KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt
* ANSR = Actionable Network Snapshot Report
© 2008 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
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Know the Network Solution – Apply
Engage
Review
Report
Task
Owner
Partner / Account
Team
Task
• Download and
review ANSR
report
• Compare to
other sources
as appropriate
• Discuss with
customer
Audience/
Receiver
Customer
Collect
Confirm data
represents the
network
Customer
• Confirm that
the data
represents the
customer’s
network
Account Team/
Partner
Process
Apply
Maintain
Create &
approve
quotes
Review for
changes/
updates
Account Team/
Partner
• Work with
customer to
establish list of
changes/updates
• Determine if site
mapping is
needed
• Assign and
confirm target
service coverage
• Consider contract
consolidation
Manage $0
updates
Account Support
Team / Partner
• Determine and
categorize
changes
• Submit changes
• Request changes
• Create quotes
Customer
Service
Customer
Customer
Service
• Make contract
changes as
appropriate
Account Support
Team / Partner
Timeframe
3-8 weeks
KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt
* Target View = proposed view of Service Contracts
© 2008 Cisco Systems, Inc. All rights reserved.
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Know the Network Solution – Maintain
Engage
Establish
Parse
MACD*
Data
Task
Owner
Task
Audience/
Receiver
Account Team/
Partner
• Establish MACD*
process with
Customer
• Agree on
frequency of
MACD* updates
Customer
Collect
Process
Apply
Close
Validate
Engagement
SN / PID
Account
Team/ Partner
Maintain
Implement
Produce
MACD*
Report
Account Support
Team / Partner
• Book order
• Close
engagement
ONGOING
• Collect MACD*
changes
• Apply MACD*
updates
Theater Ops/
Cisco
Timeframe
Overlaps with Apply Phase
KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt
* MACD = Moves, Adds, Changes and Deletes
© 2008 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
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KTN Deliverable – A Network Collection Report
Actionable Network Snapshot Report (ANSR)
– Account Team and Partner / Customer Versions
 Provides a detailed view of validated, actionable information, including:
current Service Coverage, Uncovered Equipment and Last Date
of Support (LDoS) equipment
 Based on equipment information taken directly from the network collection
 Assists the Account Team in managing and executing the changes
KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt
© 2008 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
13
Next Steps
 Ask questions – get familiar with current Know the Network
process and available materials
 Commit to KTN Co-management for the account
 Meet with Partner / Customer for kick-off meeting
– Explain the program
– Obtain Partner’s/Customer’s commitment to co-manage
– Develop engagement plan
– Get started
KTN106 – KTN Account Team / Partner Presentation_ v1.1.ppt
© 2008 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
14