know the network for sis98

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2006 Cisco Systems, Inc. All rights reserved. 1

Know The Networkfor Partners

Implementation

April 2008


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Contents

Service Contract Management Practice Overview

Service Support Center interface

Process flows:

Initial Set-up : Partner gains tool access

Engage: with customer, register engagement

Collect: collect data

Process: data processed

Apply: identify to execute changes

Maintain: keep customer data updated

ServiceContract

Management


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Service Support Center.Opening cases

Access to CNAC:

Service Tools => Know The Network (KTN) => Engineer Setup

Register new network for reporting:

Service Tools => Know The Network (KTN) => Register new Networkfor Report

CNAC Technical Support:Service Tools => Know The Network (KTN) => Technical Support =>CNAC

ISIR (In-Service Inventory report) Technical Support:

Service Tools => Know The Network (KTN) => Technical Support =>ISIR

General Technical Support:

Service Tools => Know The Network (KTN) => Technical Support =>

General


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Service Support Center: www.cisco.com/go/ssc

Open Case.


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Know the Network.

Network Engineer gains access to the CNAC tool

1. Open SSC case to request access (storecase # for future reference, example010203-00100203 )

2. Obtain access to External CNAC trainingmaterial

3. Pass COLT Assessment

4. Receive download link and documentation

5. Install CNAC on computer


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Service Support Center:Engineer Setup request

Know The Network (KTN)

Engineer Setup


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Know the Network.Network Engineer gains access to the CNAC tool

P

AR

T

N

ER

C

I

S

C

O

OpenCase

Reviewdata

Case

Closed

Hasnetworkengineer

passedCOLT ?

Yes

No Add CCO id

to CNACexternal list

Reviewcollateral

TakeCOLT test

Retrievedaily COLT

results

COLTpassed ?

receives linkto download

CNAC

Case

Closed

Ready !


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Know the Network.

Engage.

Partner registers new network for report request

1. Identify right customer to engage with2. Convince customer to enter into a Network Assessment engagement

3. Open SSC case to Register new Network engagement with followinginformation:

4. Retrieve Case # (example 012345-001234)

1. Engineer initial set-up case # (example010203-00100203 )

2. Engineer First Name

3. Engineer Last Name

4. Engineer CCO id5. Partner Country

6. End customer Country

7. Your Service Contract administrator CCO id


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Service Support Center:Register new Network for Report request

Please register my new network/customer for generation of report.

Engineer initial SSC set-up case #:

Engineer First Name:

Engineer Last Name:

Engineer CCO id:

Partner Country:

Partner Service Contract administrator CCO id:

End customer Country:

example 010203-00100203


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Know the Network.

Collect.

Partner collects network data

1. Connect to customer network2. Configure CNAC, enter registration Case # (obtained in Engage

step, example 012345-001234) into the CCO field in CustomerIdentification

3. Collect data4. Email data to Cisco

5. Update the registration Case with:

1. List of contract numbers that represent the contractual baselinefor the inventory (comma separated): example 23456789,23456790, 23456791 ...

2. Expected Chassis Report count: example 157 chassis


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012345-001234

enter the network registrationcase number in CCO field:

Know the Network.

Logging the registration case number in theCNAC Tool


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Service Support Center.

Update Case


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Update Case


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Update Case


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Update Case


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Update Case


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Know the Network.

Process.

Cisco generates ISIR

1. Confirms receipt of network data file

2. Match case # on received file against open case

3. Verify contract #s, reconfirm if small inventory

4. Generate ISIR

5. Send to Partner


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Know the Network.

Apply.

Partner uses report to identify actions

1. Receive ISIR and decrypt2. Review EOS items, Uncovered/Covered items

3. Determine and update target coverage and locations

4. Submit a quote request to Service Sales Operations torequest a migration quote for SIS98 legacy servicecoverage.

5. Submit a separate quote request for uncovered equipment?

6. Finalise quote requirements and submit order.


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Customer In-Service Inventory

Partner identifies which products to quote

Contract Converage? = Yes, implies current coverage exists. Filter

for No or Other, and update requested coverages

Description

Filter03.04

ActionStep

H

SCMP IN-SERVICE INVENTORY REPORTING

Customer In-Service Inventory As of:

*************************

Worksheet Errors

Require Resolution

*************************

Original Sort Order: Device I dentifier, Serial Number Cisco Product Number

CUST IDENTIFIERS

HostName/IPAddress

Serial

Number

Cisco Product

Number

Product

Type Product Family Ship Date Cust Part ID EOS Date EOS? EOS Within?

Contract

Coverage?

Contract

Number

Service

Level

Product

Begin Date

Product

End

Date

Contract

Bill-To ID

Contract Bill-To

Customer Name

Optional

172.20.1.20 17408820 WS-X5225R= CARD C5000 JAN-24-2000 No No

172.20.1.20 22300887 WS-X5410= CARD C5000 OCT-17-2000 7/15/2008 No 6+ Months Yes 3677376 CSSPD 8/22/2007 7/15/2008 20946291 ABC COMPANY

INSTRUCTIONS

For reference purposes,

optionally enter unique,

internal customer identifier

for the device

NOTE: Contract and coverage information listed below reflects a snapshot i n time.

Additional coverage adds and changes may have been in-flight at the time this report was generated and may not be reflected here.

8/27/07 11:40 AM

DEVICE IDENTIFIERS EOS INFORMATION CURRENT CONTRACT COVERAGE

Click to Sort(Select Sort Order)Sort by:

Click to FilterTurn Filters On/Off: H


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The CNAC tool is directly supported by TAC (Technical Assistance Centre),if the user encounters issues downloading or accessing the CNAC Tool,please follow the help links (top right corner in the toolkit section) on the

page and he/she would be able to raise a case with Cisco TAC Support.

Watch the CNAC Release 1.1 Video On Demand (VOD) at:http://tools.cisco.com/cmn/jsp/index.jsp?id=70040

Cisco End-Sales and End-of-Life productshttp://www.cisco.com/en/US/partner/products/hw/tsd_products_support_end-of-sale_and_end-of-life_products_list.html

Other Useful Links & Information


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