Presentation_ID 1 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Confidential Networking...
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Transcript of Presentation_ID 1 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Confidential Networking...
Presentation_ID 1© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Networking AcademyMaintenance
US/Canada TheaterPilot Overview
Nov 2007 - Updated
Presentation_ID 2© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Topics
Describe New Service
Implementation Process
Project Timeline
Presentation_ID 3© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Service Offerings for Networking Academies
Two Service Offerings:
1. Purchase SMARTnet (or equivalent) with discounts – Currently in place, no changes
2. Service offering to address long standing customer satisfaction issues – Networking Academy Maintenance
Two Service Offerings:
1. Purchase SMARTnet (or equivalent) with discounts – Currently in place, no changes
2. Service offering to address long standing customer satisfaction issues – Networking Academy Maintenance
Presentation_ID 4© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Networking Academy Maintenance Pilot
Networking Academy Maintenance is a new service contract created to strategically address a key customer-satisfaction issue related to maintenance costs.
Networking Academy Maintenance Pilot:
• Create necessary business processes to support the contract• Run a pilot test in US/CAN from August 2007 – August 2008• Allow any US/CAN Academy to participate• Gain feedback: verify that the contract meets objectives • Collect statistics: verify manpower and resource impacts• Stretch goal: measure long-term viability and scale across theaters
Presentation_ID 5© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Why Provide New Maintenance?
Past surveys indicate hardware & maintenance costs are a “top three” reason why academies don’t expand or sustain their programs.
Responses indicate what instructors need most from SMARTnet services is to access Cisco IOS Software.
Address customer satisfaction by developing a strategy to provide three key services under a new Networking Academy Maintenance contract.
Impact academies’ ability to sustain their programs by providing cost-effective access to Cisco IOS Images.
Long-term positive impact on student opportunities and success.
Customer Satisfaction:
Presentation_ID 6© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Networking Academy Maintenance
N/AHardware Replacement
TAC Support
CCO Access and Documents
Cisco IOS Images
CON-NACServices
Cisco Learning Institute (nonprofit partner)
•Provides centralized contract management
•Administers instructor CCO access
•Support Desk provides level-1 technical support
•Support Desk arbitrates TAC Cases
•Provides approved software
•Reports & monitors usage to validate appropriate access
Note: During the initial pilot, Cisco will donate the cost of this service to all participating academies.
Presentation_ID 7© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Maintenance Sign-up Process Overview
Steps:
1. Academy LMC opens a ticket with the Support Desk requesting access to Networking Academy Maintenance.
2. LMC provides Academy name and address, plus instructors’ names, e-mail addresses, academy IDs, and CCO account IDs.
3. Support Desk verifies info submitted.
4. Support Desk sends docs describing the rules of engagement
5. LMC acknowledges reception of document by responding in the ticket notes.
6. Support Desk adds Instructors to the new Networking Academy Maintenance Contract.
7. Support Desk closes the ticket.
CLISupport Desk
LMC
Academy 1
Instr
Instr
LMC
Academy 2
Instr
Instr
LMC
Academy 3
Instr
Instr
Note: During the sign-up process, the Support Desk will requestan inventory of equipment. We’ll use this information to make informed decisions about future product updates.
Presentation_ID 8© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Entitlement (Capabilities) Overview How this service is delivered through Cisco Learning Institute
Support Desk Fronts
TAC
Instructor Direct Access toIOS & CCO
Entitlements:Instructors have privileged access to CCO. They go directly to www.cisco.com
Instructors have privileged access to Cisco IOS Images. They go directly to: Software Download on CCO.
If instructors encounter problems with Cisco software or hardware, they can open a ticket with the Support Desk.
The Support Desk provides level-1 technical support & can open a case with TAC for additional assistance.
CLISupport Desk
LMC
Academy 1
Instr
Instr
LMC
Academy 2
Instr
Instr
LMC
Academy 3
Instr
Instr
Presentation_ID 9© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Monitoring and Back-End Auditing Verify conformance and maintain integrity
Process:Customer Advocacy’s Business Controls continuously runs a back-end auditing process against this contract.
Instructors reference: Networking Academy Maintenance Image & Hardware Support If the product is listed in the document then Networking Academy instructors can download
If an instructor downloads non-approved software, CA auditing will notify Networking Academy that the violation has occurred
Support Desk process is being developed to maintain database of active instructors. Use annual audit reports, poll LMCs, sync with annual Academy Connection update.
Support Desk Fronts
TAC
Instructor Direct Access toIOS & CCO
CLISupport Desk
LMC
Academy 1
Instr
Instr
LMC
Academy 2
Instr
Instr
LMC
Academy 3
Instr
Instr
Presentation_ID 10© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Technical Support Scenario How Networking Academy Maintenance support is delivered
CLISupport Desk
Cisco Systems
TAC
Instructor opens a ticket with the Support Desk and poses a technical question
Support Desk routes the technical question to level-one support
Technical team either resolves the technical issue, or opens a case for additional support with Cisco TAC
Technical team completes the process by documenting the solution in the ticket and routing it back to the Support Desk administrator
Support Desk records the Q&A in the answer database for future reference
Support Desk routes response back to the instructor and (with approval) closes the ticket
Instructor
Answer Database
Presentation_ID 11© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Proof of Concepts & Phase 1 Pilot:US/Canada Timeline
6-18-07
US/CanadaProof-of-Concept#2 Ends
US/CanadaPilot AnnouncedAustin, TXAcademy Conference
US/CanadaProof-of-Concept
#2 Begins
Validate Model:Extendable, Scalable, Sustainable
US/Canada Pilot Begins
US/Canadalast day toparticipate
5-16-07
6-14-07 8-30-0812-30-07
US/CanadaProof-of-Concept#1 Ends
6-15-07
6-30-07
Cost & ViabilityStudy Conducted
12-30-07
8-01-07
TBD
Phase 1 Pilot Completes
Announce Theater Phased Roll-outs
TBD
US/Canada Proof-of-Concept
#1 Begins
Extended to:2-29-08