© 2008 Cisco Systems, Inc. All rights reserved.Cisco Confidential 1 KTN0100–Introduction to KTN Account Teams_v2.0.ppt Know the Network Engagement – Introduction.

© 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 1KTN0100–Introduction to KTN Account Teams_v2.0.ppt

Know the Network Engagement – Introduction

Information for Account Teams

Know the Network.

Always.

2© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialKTN0100–Introduction to KTN Account Teams_v2.0.ppt

Through Offerings and Campaigns

Set of Business Capabilities

Core / Context Across Cisco Teams

Differentiate Collaborate Leverage

What is Know the Network?

Know the Network (KTN) is a set of business capabilities for effective IB management. KTN is embedded in many existing Cisco service programs such as Smart Care and NLS as a one-time engagement. The KTN engagement provides a strong value proposition to both customer and partner interactions.


KTN is a one-time Foundational Event

Smart Care

CollaborativeServices

Network Level Services

Embratel-Brasil discovered and

booked $4.3M in services

from a KTN engagement.


Customer

Validates / confirms the current Cisco assets in the network

Creates foundation to establish service contract updates

Improves business operations

SOX Compliance

Aids Service Delivery Performance

Increases knowledge and trust of Cisco asset/inventory data, locations and Service Levels

Identifies uncovered equipment in network and equipment refresh opportunities

Financial regulatory compliance

Identifies uncovered equipment in the network and equipment refresh opportunities

Improves renewal cycle time and efficiency; increase sales productivity

Improves entitlement verification and speed; reduces service leakage

Partner Cisco

The KTN Process Benefits Customer, Partner and Cisco


Know the NetworkW

hat i

s th

e P

roce

ss?

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

Collect: Prepare a customer or partner Network Engineer and collect network data

Process: Cisco validates the network data against current Cisco Service Contract details and supplies a detailed actionable report

Apply: Analyze the report & review with the customer to identify and perform desired Service Contract changes using Moves, Adds, Changes, Deletes (MACD) process

Maintain: Implement a robust repeatable MACD process to ensure ongoing Service Contract integrity, based on the needs of the business

Improves service delivery performance and contract accuracy and correctness

Drives improved asset control for accounting and depreciation

Increases business control for asset ownership, usage and procurement

Establishes collaborative process for co-managing service contract/inventory data and MACD updates

Reduces risk of network outages. Enables confidence in network up-time, network integrity and proactive control of assets

Wha

t Are

The

Ben

efits

?

All processes and tools are available via a self-service Website for use by direct Customers and Partners at

http://tools.cisco.com/ktn/

http://tools.cisco.com/ktn/


Know The Network Engagement Model

Introduction

Preparation

Customer Kickoff

KTN Training

Train on Network Collection

Install collector

Perform network discover and inventory

Data sent to Cisco

Parse collected data

Validate SN/PID

Produce reports

Send reports

Review report

Confirm data represents the network

Review for changes/updates

Coverage, Service Levels, locations, LDOS, etc.

Create & approve quotes

Manage $0 updates

Establish MACD* process

Close engagement

Implement MACD (Ongoing)

*MACD = Moves, Adds, Changes, and Deletions

1. Engage 2. Collect 3. Process 4. Apply 5. Maintain

Cisco Customer/Partner

Customer/Partner Cisco Customer/PartnerCisco


Understanding the Roles and Responsibilities

Account Team / Partner

Responsibilities• Train and understand the Know the Network 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 & 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

Account Support Team / Partner

• Train on collection method (e.g., CNAC, Easy Inventory)• Collect network data • Transmit data files to Cisco

Roles

• 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

Customer / Partner

Customer / Partner Network Engineer

• Verify report completeness; work with customer – planned service contract changes• Submit, manage & 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


The KTN Network Collection Report Actionable Network Snapshot Report (ANSR)

ANSR is an easy to use, actionable report based on the network collection

ANSR provides a view of the network collection data that can be used to drive remedy, reconciliation and revenue opportunities from the multiple perspectives of uncovered equipment, renewal and equipment refresh

Segments Filtered Data into Action-Oriented Tabs Click-to-Populate-Quote Template

for all validated Uncovered Items Click-to-Populate Site-to-Site

Level Moves Contracts, Sites, Product Summaries

and Counts Last Date of Support (LDoS) Summary

ANSR Enables Action on Unvalidated Items Classifies Unvalidated Item as either Chassis

or Card Provides site network location information to

enable access and query Leverages Sysoid Translation to identify

possible Product ID Provides detailed step-by-step,

end-to-end instructions to take to remedy


Who is a good candidate for the One-time KTN Process?

The Engagement

Direct customer or partner Renewal/Business Driver within the next 3–5

months

Rapid engagement cycle – account team, partner, and customer; not reliant on other deals

Cisco account team and partner willing to co-manage contract management

No conflict with other Cisco programs – review any existing NOS/Advanced Services or NLS engagements

Partner / Customer

Willing to participate – to commit to co-managed contract management & target completion timelines

Dedicated partner/customer resource(s) available to participate

Willing to keep engagement scope within KTN scope

Commitment to establish/review internal process for tracking changes in the network

Willing to maintain/update service contracts at an agreed upon frequency (ongoing MACD process)

Network

Product profile/mix well supported by CNAC discovery tool (if using CNAC for collection)

Target networks accessible for customer collection

Ability of customer or partner to identify the hostname physical locations

Fewer than 3000 chassis in each network segment recommended (CNAC)

One network = one engagement (multiple networks per customer OK)

Service Contracts / Data

Focus on serialized, priority items (those with a service value > $0)

Initial contract accuracy > 70%

Non-factor based (Non-SP Base) pricing recommended

Service contracts without multiple end customers on a contract recommended


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

Establish a streamlined co-managed process– Ensure ongoing updates and synchronization as the network changes

Know the Network.

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

© 2008 Cisco Systems, Inc. All rights reserved.Cisco Confidential 1 KTN0100–Introduction to KTN Account Teams_v2.0.ppt Know the Network Engagement – Introduction.

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