Smart Net Total Care
The Power of SNTC to the Cisco Partner
Scott Schell – Smart Service Business Development Manager
Tom Carroll – Smart Services Market Manager
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• Smart Net Total Care – What if?
• Customer Value
• Partner Value
• How to Sell (Opportunity Identification)
• Setting Expectations
• Questions
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….with each customer you could reveal their uncovered Cisco
products?
 Grow SMARTnet revenue
….you gave each customer an accurate view of their end-ofsupport Cisco products?
 Sell new Cisco products
….you gave the customer on-going up-to-date installed base
and contract information?
 Faster and more efficient SMARTnet renewals
….you could inform your customer about a published Cisco alert
that could preempt network disruption?
 PRICELESS!
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Tracking serial
numbers and
contracts
manually is costly
and error prone
Are my Cisco
products covered
with the right
service level?
With so many
alerts - it’s hard
to find the ones
that apply
Entitlement
issues take too
long to resolve
Life cycle
planning data is
too hard to find
and use
So many
products and
contracts – it’s
hard to manage
them all
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Detailed inventory reports and analysis via intuitive web portal!
Validate your
Cisco installed
base
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Identify products
without service
coverage, with support
about to expire, or past
LDoS
7
Know what changed in your network!
Easily drill down
to see details of
added device
Deleted
devices
Card
Added
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See changes
between July 1
and November 1
86 devices
added
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Alerts are correlated against your Cisco installed base!
• Product Security
Incident Response
Team (PSIRT)
• Software alerts
• Hardware alerts
A complete view of
product alerts
specific to installed
base
• Field notice alerts
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Alerts are correlated against your Cisco installed base!
Shows all
devices affected
by specific alert
Easily drill down
to find all details
of an alert
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Customer
Network
Cisco
Collector
Secure
Transport
Cisco
Data Center
Cisco Smart Net
Total Care Portal
SECURE
1001011110111011011111001101
10011100101010001101111111110
1001011110111011011111001101
Cisco Data Center:
- Only accepts connections from registered
systems
- Secure Cisco IT lock-and-key facility
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
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100101111111001101
1001110101111111110
100101111111001101
Smart Net Total Care Portal:
- Cisco.com credentials
- User can see only their data
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Smart Net Total Care identifies the customers Cisco inventory and securely
communicates this to Cisco’s data center, where it is analyzed against Cisco manufacturing,
security, shipping, and contract data. Resulting in a comprehensive view of their
installed base, service contracts, and product alerts.
Accurate view of IB and Contracts
Actionable Reports
Contract Consolidation
• “I want to identify my serial
Entitlement Confidence
numbers and map to contracts.”
Contract Renewal Ease
• “Doing this manually is costing me
time and money.”
Timely RMA Assurance
• “I want my records to be accurate
and up to date.”
Device Life Cycle Data
• “I want to simplify my service
renewal process.”
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Device Specific Alert Notification
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Customer Challenge
• What are the gaps and
overlaps in service coverage?
• Are any network devices near
or at EOL?
Cisco Solution
• Cisco Smart Net Total Care
Service to provide insights
and proactive network
support on a continuous
basis
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Impact on Customer
• Identified 20% of network
devices were at or near
retirement
• Determined more than 2/3
of chassis were uncovered
by service contract
• Gained tighter control of its
cost structure and improved
SLA
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….with each customer you could reveal their uncovered Cisco
products?
 Grow SMARTnet revenue
….you gave each customer an accurate view of their end-ofsupport Cisco products?
 Sell new Cisco products
….you gave the customer on-going up-to-date installed base
and contract information?
 Faster and more efficient SMARTnet renewals
….you could inform your customer about a published Cisco alert
that would preempt network disruption?
 PRICELESS!
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USE SNTC DATA TO BUILD A CONSULTATIVE PRACTICE ENABLING
STRATEGIC CONVERSATIONS WITH YOUR CUSTOMERS
• Show your customer all changes to their network on a periodic basis, ensure they
know what is happening in their environment  Inventory Delta Report
• Assure all RMAs and other MACDs are confirmed and contract adjustments are
made  Inventory Delta Report, Contracts Report
• Preempt network disruptions by proactively identifying and notifying users of
installed devices impacted by Cisco published security alerts and
advisories  Alert Delta Report
• Develop a migration plan with the customer for EoS/EoL devices, removing the risk
of network disruption and allowing timely replacement and accurate budgeting of
cost for the customer  Aggregated Report
• QBR Support – show your customer the changes in their network, illustrate the risk
avoidance from device coverage, alerts, EoL/EoS  Inventory Report, Inventory
Delta Report, Alert Delta Report, Aggregated Report, Contracts Report
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Smart Net Total Care (SNTC) is a Cisco Brand Smart
Service
 SNTC is delivered by Cisco to the end customer.
 Partner Access is available through customer authorization
 Partner visibility is reduced on devices covered by other
partners
Partner Brand with Smarts Services
Partner Support Service (PSS) is a Smart Service that is available
to eligible Partners
 PSS can be bundled into their Partner Branded service offers.
 PSS deliverables are similar to SNTC for medium to large customers
that prefer partner delivered services.
Smart Care is a Smart Service that is available to eligible Partners
 Smart Care can be bundled into their Partner Branded service offers
 Smart Care is a Smart Service targeted at small to medium sized
customers that prefer partner delivered services.
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Target Customer –
• Has large and diverse base of Cisco products
• Customers that experience one or more of the challenges identified earlier in the
presentation:
Contract insight, Entitlement challenges, Complex renewals
End of Sale data and network relevant Alerts, Improved RMA support.
• Customer’s IT Staff that can support collector deployment.
• Customer has the desire to improve their current contract management processes.
Compelling Events –
• Rapid network growth or recent acquisition
• Network redesign and consolidation as the result of a corporate merger
• New technology purchase plans and need for correct installed base inventory
• Recent participation in a KTN or network assessment
• Approaching SMARTnet contract renewal
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How to Handle Customer Objections
 We already have Asset Management tools (Prime LMS – Solar Winds)
 Those are great tools that are complimented by SNTC,
 SNTC provides ease of access to Contract data, status, consolidation, delta reporting and
other features that compliment the asset management capabilities offered by those other
tools.
 I have a good handle on my Cisco Inventory.
Reply:
 But do you have the same handle on your contract status?
 Few customers do.
 Could you benefit from a detailed report showing the current, accurate contract status for
each device in your network?
 We don’t allow Collectors on our network.
Reply:
 SNTC currently has over 1000 customers globally, in every industry and customer size.
 Many of those customers had similar concerns until they spoke to our security Subject
Matter Expert and our Collector Security Team.
 Would you be willing to speak with them so they can understand and address your
concerns?
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• Don’t forget to ask the customer to provide partner access!
• Smart Net Total Care works with an extensive list of ‘Supported’ Cisco products
but not all products!
 A complete list will be available on Cisco.com and Partner Central and is updated
with each release.
 There is no support for Cisco ‘application’ software licenses in this release
• Smart Net Total Care does not …
 Generate a single service price for the network
 Generate a single service contract for the network
SNTC can simplify a complex contract structure, but not all service-levels can be consolidated (nor should they be)
 Replace the CSCC contract management utility
SNTC can generate uploads for CSCC in preparation for a quote
 Replace expert judgment
Once in place, basic contract clean-up and consolidation is performed
There will always be some data quality updates that can only be managed by human resources familiar with the
customer’s network
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Network Discovery is not Automatic; it requires Customer
Engagement
• The customer must provide:
 Customer must complete the Collector Installation Questionnaire
 SNMP credential(s) for all Cisco devices to be collected
 Must provide an initial “Seed File” with IP address and Host Name of Key
network devices
 Will need to train on the use of the collector to run Network Discovery and to
maintain the collector Device List.
 May need to support iterative discovery sessions to complete network
access
 May have to open ports on firewalls to allow collector access to devices
 Will need to update ‘Device List’ routinely or
 Run periodic network discovery sessions
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 An Engagement Project Manager (EM) and a Deployment Engineer will be
assigned:
 They will lead the engagement process.
 And support collector configuration and training.
 Internal and External kickoff meetings will be led by the EPM
 to determine opportunity expectations.
 to establish process expectation and
 provide customer with product overview.
 Customer completes and returns the collector Installation Questionnaire
 Collector is installed by customer with remote support.
 Seed file is created and loaded to the collector. (Joint effort Cisco/Customer).
 Network device discovery is completed (Optional)
 Device inventory is processed and ANSR report Generated
 Training session using customer data is conducted by EM.
 Data Validation and reconciliation begun led by account team or partner.
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• Have an Opportunity? Contact your Cisco PSDM for
assistance or
• Contact the SNTC BDM Team @
• From Partner Central search Smart Net Total Care or follow
the link below
 http://tools.cisco.com/search/results/en/us/get#q=smart+net+total
 More Coming Soon – SNTC Assets will be posted to support the
November 11 Quote to Order Partner Enablement date.
• Or From Disti Central
 http://tools.cisco.com/search/results/en/us/get#q=smart+net+total
 More Coming Soon - SNTC Assets will be posted to support the
November 11 Quote to Order Distributor Enablement date.
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Thank You!