CDR Ross “Rusty” Orvik, DON ESL Team Lead May, 18th 2016 DON Cisco SMARTnet JELA CISCO Tech Day Brief
CDR Ross “Rusty” Orvik, DON ESL Team Lead
May, 18th 2016
DON Cisco SMARTnet JELACISCO Tech Day Brief
DoD JELA Overview
Pre-JELA:
• Thousands of contracts across
DoD
• Inconsistent pricing, limited
economies of scale
• Coverage gaps
• Re-inspection and re-instatement
fees
• Security vulnerabilities
• Limited asset visibility
• Non-standard software updates –
licensing and compliance issues
JELA:
• One contract, two pricing models, co-termed performance period
• Global 24x365 technical support for all existing Cisco-branded hardware and software eligible for SMARTnet coverage plus new purchases during the period of performance
• Next Business Day and limited 4-Hour hardware replacement
• Streamlined access to technical services
• Enterprise Portal (ICRS - Inventory Collection and Reporting System) to manage assets
• Allotment for Classified Network Services and enhanced SMARTnet (4-hour replacement)
• Classified Network Services
• Cisco Technical Education and Cisco Technical Knowledge Library
• Engineering and consulting support (maintain status quo deliverables)
• Governance structure facilitates DoD, Joint and individual efforts
DON “base period” 18 Jun 2015 - 17 Jun 2016 plus three 1yr options2
Qualitative JELA Benefits
End-User BenefitsEnterprise-Level Benefits
• Maintain status quo for advanced users:
Users currently receiving enhanced
SMARTnet, Classified Network Support, or
Advanced Services will continue to receive
them at no additional cost
• Additional services: Enhanced SMARTnet
provided for up to 10% of installed base value
and points awarded based on enrollment tier
can be used for additional advanced services
• Training: Provide user licenses for Cisco
Technical Knowledge Library and other
potential training offerings
• Ease of ordering: Create a one-stop shop
for all Cisco services with ability to order off
product catalog (at an additional cost)
• Asset visibility: Provide a customized,
serialized asset management portal to track and
manage the DON’s >250,000 pieces of
equipment
• Streamlined administration: Eliminate
administrative burden of having to manage
>13,000 annual delivery orders and >300
suppliers
• Security: Mitigate risks to information assurance
and network security by improving coverage of
the network
• Compliance: Eliminate gray-market purchasing
by ensuring all orders are processed through the
JELA
• Cost Transparency: Full visibility into installed
base value, end-of-life requirements, and support
costs
• Alignment with DOD Strategic Roadmap
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DON Cisco SMARTnet Website
• The DON Cisco SMARTnet website can be accessed through the PEO-EIS
Portal at the following link:
https://navy.deps.mil/peoeis/sites/pmm110/ciscosmartnet/default.aspx
• DOD CAC required to access; utilizing email certification
1. DoD CISCO SMARTnet JELA Contract
2. SMARTnet Overview
3. CISCO Additional Services Overview
4. Cisco ICRS Portal
5. Information Portal
6. Training & FAQs
7. BSO Hierarchy & POCs
8. Policies & Governance
9. Cisco SMARTnet Fact Sheet
1 2 3 4 5
6 7 8 9
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What is Covered
• Equipment:– Equipment is considered to be all Cisco-branded hardware and
software eligible for SMARTnet coverage. Equipment ownership is determined by which organization has the Property Book accountability or if not on a Property Book, which organization has Operations and Maintenance responsibility for the equipment.
• Cisco SMARTnet:– Maintenance support is defined as follows: Global 24-hour
access to experts in the Cisco TAC
– Self-help support through Cisco.com
– 8x5x Next business day hardware replacement
– Updates, upgrades and patches for OS software and all licensed Feature sets
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SMARTnet
JELA Support - Unlimited
Cisco Support Website (Cisco.com)
• Immediate self-support through online resources
Software Updates
• Maintain the resiliency of your network- IOS and Application Software Updates- Protect investment, increase performance and add
new functionality for existing hardware
Advanced Hardware Replacement
• Maximize operational continuity, operations, and risk mitigation- Time-sensitive delivery - Next Business Day hardware replacement, upgrade
to 4-Hour replacement depending on enrollment model
Cisco Technical Assistance Center (TAC)
• Resolve issues to maintain network performance- Service-first, faster time to resolution- Global network and software engineers, certified
professionals with continuous training and rotations
- Adaptive trouble-shooting methodologies
Technical Knowledge Library
Access to Cisco intellectual property – including technical white papers, case studies, self-study guides, validated configurations, and on-demand videos
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JELA Additional Support -Limited
Limited Support:
• Cisco Technical Education
• 4-Hour Hardware Replacement
• Classified Network Services
Limited by Point Availability:
• Engineering Support
• Consulting Support
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• Interactive e-Learning portal, 13k+ modules
- All-Access Package: Data Center,
Network Basics, Route / Switch, Security,
Collaboration, Wireless
- Virtual labs
• Administrators can:
- Develop curricula based on training needs
- Track student activities, progress
- Report on overall portal and individual
module utilization
• Enrollee personnel can:
- Address immediate issues, self-serve,
avoid travel / downtime
- Prepare for Cisco certification
(certification testing not included)
Cisco Technical Education (CTE) - Overview
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• Replace critical networking
equipment within a 4-hour window
• Up to 10% of enrollee’s Cisco
installed base
• Limited coverage locations must be
pre-verified
4-Hour HardwareReplacement – Overview
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• Personalized high-touch support from
dedicated, cleared Cisco operations
managers and network engineers
• Expedited routing and call handling
• Transmit and receive classified information
via SIPR and VOSIP
• 8am–8pm x 5 Days/week
Classified Network Services (CNS) - Overview
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Engineering & Consulting Support - Overview
Deliverable-Based Engagements
Consulting: experienced technology, business, and management consultants with specific Defense expertise –example backgrounds:
• ICT professionals
• Enterprise Architects
• Business Analysts
• Data scientists
• Program and operations managers
• Strategic planning and facilitation expertise
• Governance expertise
• Communications expertise
• Project and Program Managers
• Network Consulting Engineers
• Technology Architects
UC,
Cloud,
Mobility,
Network Management,
Core (Service Provider/ Enterprise)
Engineering: network optimization and operation, network design engineering, project and program management, lab and test support
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DON CiscoSMARTnet Website
• The DON Cisco SMARTnet website can be accessed through the PEO-EIS
Portal at the following link:
https://navy.deps.mil/peoeis/sites/pmm110/ciscosmartnet/default.aspx
• DOD CAC required to access; utilizing email certification
1. DoD CISCO SMARTnet JELA Contract
2. SMARTnet Overview
3. CISCO Additional Services Overview
4. Cisco ICRS Portal
5. Information Portal
6. Training & FAQs
7. BSO Hierarchy & POCs
8. Policies & Governance
9. Cisco SMARTnet Fact Sheet
1 2 3 4 5
6 7 8 9
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POCs
Name Position/Role Email Address Telephone #
Christine Lamer DON Cisco Project Officer
[email protected] 703-432-7462
Maj Matthew Moreno
DON Cisco DeputyProject Officer
703-432-7450
Dennis Fellin DON Cisco Contracting Officer
[email protected] 717-605-5659
Daja McEntire DON CISCO Customer Support
703-432-7403
ICRS & SMARTnet Entitlement POC TAC Case Escalation POC
[email protected] [email protected]
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• DON Cisco SMARTnet Website* –
– https://navy.deps.mil/peoeis/sites/pmm110/ciscosmartnet/default.aspx
• DOD Cisco SMARTnet JELA Inventory, Collection & Reporting
System (lCRS)* –
– https://gs-pubtools.cisco.com/usnicrs/home.htm
• Cisco Support Site -
– www.cisco.com/cisco/web/support/index.html
Important Cisco SMARTnet
URLs
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Questions?
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