Cisco Smart Net Total Care: Proactive Automated Support for the Internet of Things Jawaid Iqbal, Technical Marketing Engineer

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2 Cisco Smart Net Total Care: Proactive Automated Support for the Internet of Things Jawaid Iqbal, Technical Marketing Engineer

3 Agenda Smart Net Total Care Overview Using Smart Net Total Care to Work Faster and Smarter Streamlining TAC Interaction Faster Contract Renewals Lifecycle Planning Introducing Smart Net Total Care 3.x Live Demo Summary and Conclusion

4 Smart Net Total Care Service Customer Business Outcomes Rapid problem resolution Improved risk management Smart Net Total Care Reduced operating costs

5 Smart Net Total Care: Workflows Workflow Risk Management Customer Outcomes Operational Efficiency Faster Problem Resolution Service Coverage Management Covered/uncovered, right coverage Renewal preparation & planning Budget planning Alert Management Actionable security & product alerts Product Lifecycle Management EoS/EoL, IOS mismatch Incident Management Streamline TAC interactions SmartData Advantage

6 Daily Challenges of Network Engineer End of Life (HW,SW) Installed-at Location Entitlement PSIRTS Serial Number Uncovered TAC Interaction Inventory Proactive Issue Resolution IOS Upgrade Lifecycle Planning Contract Renewal Field Notices RMA

7 What Are Smart Capabilities? All Smart Net Total Care Customers are Entitled to Smart Capabilities Services with Which Collect Which is Analyzed and Compared With to Provide Automated Software-Enabled Capabilities + Installed Base Device Data + Cisco s Deep Knowledge Base Actionable Insight Cisco Deep Knowledge Base 30 Years of Networking Innovation and Leadership 40 Million Annual Customer Support Interactions 50 Million Installed Devices 185,000 Technical Documents Online

8 Options for Collections and Consumption Multiple Options for Deployment Multiple Methods of Data Collection Multiple Ways to Consume Data Deployment options for ALL support customers - Do not deploy portal or collections - Self deploy collector - Self register for portal access - Perform reconciliation - Assisted Onboarding with Smart Assist Service No collection Spreadsheets and manual upload Cisco collector 3 rd -party collector View contract data without portal access Mobile app View data in Smart Net Total Care portal Grant access for your partner Use APIs to export data Your Network Upload Device Data Extract Actionable Information

9 Smart Net Total Care: How Does It Work? Customer Network Collector or Manual upload Secure Transport Cisco Data Center Smart Net Total Care Portal SECURE Collector on Customer Network Collects Cisco installed base information Transport to Cisco Data Center IB data is uploaded to Cisco on a regular basis Cisco Data Center Customer inventory data is analyzed against Cisco deep knowledge base, including manufacturing, technical support, customer, security, and contract data Smart Net Total Care Portal Web reports provide detailed information about identified devices: technical services coverage on individual devices, renewals, upgrades, contract management, product alerts, and more

10 Smart Net Total Care: Enhanced Visibility Customer Network Cisco Collector Secure Transport Cisco Data Center Smart Net Total Care Portal SECURE Asset Management System Spares Closet Collection Options Manual collection uploads Augment collected inventory offline spares, unreachable devices Hardware appliance or software/vm collectors

11 Smart Net Total Care: Discovery, Collection & Upload Protocols Legend Customer Network Cisco Collector Secure Transport Cisco Data Center Smart Net Total Care Portal SECURE Discovery protocols: SNMP, ICMP, CDP, ARP, LLDP, NMAP Collection protocols: SNMP, Telnet, SSH, HTTP, HTTPS Upload protocols: HTTPS

12 Smart Net Total Care Portal Secure access to detailed device data Actionable information based on up-to-date installed base (IB) data Automated workflows In-depth information to efficiently open and manage a TAC case Serial number, contract number, service level, unresolved alerts, and configuration status Manage user access privileges Schedule and view reports and workflows

13 Scenario 1: Streamline RMA and TAC Interaction Log file submission Field Notices Entitlement PSIRTS Device and Config Info Installed-at Location Service Request RMA

14 Scenario 1: Streamline RMA and TAC Interaction Receive notice of broken device Determine IP address of device Search for device serial number Reconcile device details and contract Call or Cisco to initiate TAC support

15 Scenario 1: Streamline RMA and TAC Interaction Receive notice of broken device Support information available on portal (in Reconcile 5 clicks): Determine Search for Entitlement device IP address device serial Startup and running configuration details and of device number Show commands contract Initiate TAC support case from within portal Serial number Contract number Start date End date Installed at Startup and running config Show commands HW and SW details

16 Streamline TAC and RMA Interaction: Service Request Management Create Service Request within the SNTC portal Seamless integration with Support Tool leverages user credentials Auto-populates fields, including contract and serial number

17 Streamline TAC Interaction: SmartData Advantage Customer CSE Start/run config CSE Opens TAC case through CIN or online SR Case: Begin Analysis Inventory SR Case: Resolution Device alerts SNTC auto-populates SR information, including SN

18 Streamline TAC Interaction: SmartData Advantage Customer CSE Start/run config CSE Opens TAC case through CIN or online SR Case: Begin Analysis Inventory SR Case: Resolution Device alerts SNTC auto-populates SR information, including SN Customer Opens TAC case through CIN or online CSE SR Case: Begin Analysis CSE SR Case: Resolution The TAC conversation starts from an elevated perspective - Reduced CSE and customer effort - Enhanced customer experience - Faster MTTR Start/run config syslog Device alerts CSE starts case with relevant information at hand

19 Scenario 2: Contract Renewal Workflow Gather physical inventory Correlate serial number, contract, coverage Identify new contracts, devices, & service levels required Review exceptions and missing items Prioritize and develop quotes Fund and order Serial number Contract number Product ID IP and hostname Contract Details Service Level Expiration

20 Scenario 2: Contract Renewal Workflow Automated, software Correlate enabled service Gather serial physical number, Inventory collections inventory Reconciliations with contract, Cisco coverage Identify new Reports contracts, Covered/not devices, covered Service & service level levels required Review exceptions and missing items Prioritize and develop quotes Fund and order Serial number Contract number Product ID IP and hostname Contract Details Service Level Expiration

21 Contract Management - Work Flow 1. Dashboard overview of covered/uncovered 2. Filter with date range 3. Add LDOS date 4. Export as Excel, pdf, or csv

22 Single Report Simplifies Renewals

23 Scenario 3: Typical Lifecycle Planning Workflow Cisco alerts Sort for relevant alerts IOS versions Assess risk Monitor alert status Remediate

24 Scenario 3: Typical Lifecycle Planning Workflow Cisco alerts Support information: Sort Filters for against your IOS installed base for the alerts that apply Monitor you alert relevant Provides lifecycle Assess risk versions data for installed base (EoX) status alerts Alerts Management Workflow tracks unapplied alerts Remediate Hardware alerts Software alerts Field notices IOS versions Flexibility in viewing from device details to the entire network

25 Save Time, See Only Alerts Relevant to Your Cisco Devices Export to Excel or PDF A complete view of product alerts relevant to your Cisco devices Easily drill down for more details

26 Introducing Smart Net Total Care 3.x

27 A New User Interface that Enhances the Smart Net Total Care Customer Experience and Usability An integrated view of your network from all sources Schedule SNTC reports Multiple language support Filter on fields and export your screen to custom reports Search within a screen view Build customizable consolidated dashboards

28 Introducing Smart Net Total Care 3.x Simplicity Visibility Speed

29 Live Demo using some typical use cases

30 Inventory Management Use Case Situation A network administrator is planning to know how many Cisco 2900 routers are in the network and what version of code they are running. He also wants to share this information in term of reports to his management. Here is how you can help him Action Plan Use the Inventory Management under Portal s Dashboard to determine routers information in the network. Select Router category from the content area Use filter to select 2900 series router or sort them using Product family to easily identify total number of 2900s and other information like software version. Export this custom view as XLS, PDF or CSV report.

31 Inventory Management Demo

32 Contract Management Use Case Situation A Network Administrator wants to audit the company s network to find out how many devices in the network are within 24 months of contract expiration and also last day of support for these devices. He then wants to send this custom report to his management team. Action Plan Go to Covered under Contracts in the LNP. Use filter with date range under Covered End Date to find all the devices for which contract expires in next 24 months. Export this custom view as XLS, PDF or CSV report.

33 Contract Management Demo

34 Incident Management Situation A network engineer discovers a faulty device and would like to create RMA for this device. Action Plan Go to All Equipment in the LNP and locate the device using IP address Select the device and create SR case directly from the portal

35 Incident Management Demo

36 In Conclusion

37 Cisco Smart Net Total Care Workflow Service Coverage Management Covered/uncovered, right coverage Renewal preparation & planning Budget planning Alert Management Actionable security & product alerts Product Lifecycle Management EoS/EoL, IOS mismatch Incident Management Streamline TAC interactions SmartData Advantage Device Diagnostics w/ Smart Call Home Risk Management Customer Outcomes Operational Efficiency Faster Problem Resolution

38 Thank you