Cisco Technical Services Advantage
Solution Overview
Cisco Public
Cisco Technical Services Advantage
Cisco® Technical Services Advantage goes beyond “just fix it” to help you achieve specific operational outcomes,
so you can keep business processes running, accommodate disruptive technologies, and hold the line on costs.
©
1 2016
© 2016
Cisco
Cisco
and/or
and/or
its affiliates.
its affiliates.
All rights
All rights
reserved.
reserved.
Cisco Technical Services Advantage
Solution Overview
Cisco Public
Benefits
• Achieve specific operational outcomes
• Maintain a premium level of service to help you meet
growing customer demands
• Pre-empt preventable incidents and reduce the effects of
unavoidable ones
• Protect the integrity of existing services while modifying,
building, and deploying new ones
• Support your business’s customer-facing operations and
business agility
• Reduce capital expenditures and overhead costs
Overview
Your network is the backbone that supports your organization. Yet,
faced with disruptive emerging technologies, cost pressures, and
unprecedented demand for scalability, how do you maintain a high
level of business continuity? More importantly, how can you unlock the
network’s full potential? Today, your IT team needs more than “just fix
it” support and tactical maintenance. You need support that helps you
achieve specific operational outcomes.
Cisco Technical Services (TS) Advantage optimizes the management of
your network to increase operational efficiency and minimize business
disruption. This personalized, premium service offers a wide range of
benefits that collectively focus on a single objective: achieving your
desired operational outcomes.
Cisco is leading the movement away from the traditional “just fix it”
model toward customer-focused support that can ensure business
continuity and drive operational efficiency.
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© 2016 Cisco and/or its affiliates. All rights reserved.
TS Advantage is the only outcome-based technical service in the
marketplace that is:
• Comprehensive
• Flexible
• Delivered by a team of highly experienced Cisco technical
experts who get to know your network intimately
This innovative support model promotes alignment between your
network and operational goals. It helps you reduce the burden on
your IT organization, manage growth more effectively, and keep your
organization running smoothly and efficiently.
Cisco TS Advantage Tiers
Cisco Technical Services Advantage solves your organization’s most
critical network issues with a suite of support offerings that are available
in four tiers: Bronze, Silver, Gold, and Platinum (Figure 1). All tiers are
built on a foundation of Cisco Smart Net Total Care™, SP Base, and
Cisco Software Support (SWSS).
Cisco Technical Services Advantage
Solution Overview
Cisco Public
Figure 1. Four Tiers of Technical Services Advantage
Platinum
Gold
Silver
Bronze
Operational
Support
Technical
Support
Deep
Technology
Support
·
Reduce unplanned
downtime
·
Reduce planned
downtime
·
Reduce time to
restoration
·
Reduce time to
restoration
IT Agility
Support
·
Enhance IT Agility
·
Reduce unplanned
downtime
·
Reduce planned
downtime
·
Reduce time to
restoration
·
Increase staff
productivity
·
Increase staff
productivity
·
Increase staff
productivity
·
Increase staff
productivity
·
Enhance IT asset
utilization
·
Enhance IT asset
utilization
·
Enhance IT asset
utilization
·
Enhance IT asset
utilization
Minimize
Business
Disruption
Increase
Operational
Efficiency
Smart Net Total Care™ Service, SP Base, or SWSS
Bronze: Operational Support
The Bronze tier focuses on increasing operational efficiency by:
• Increasing staff productivity through incident management,
service monitoring and reports, and knowledge management
• Enhancing IT asset utilization through asset management
Silver: Network-Level Technical Support
The Silver tier builds on the operational efficiency benefits offered in the
Bronze tier and helps you to minimize business disruption. The Silver
package helps keep systems operating at maximum possible uptime
by reducing time to restoration through incident management and
problem resolution.
Gold: Deep Technology Focus
The Gold package places greater emphasis on reducing costly business
disruptions. In addition to providing incident management and problem
resolution, this package reduces downtime to help ensure business
continuity through:
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• Maintenance window support
• Continuous services availability management
This is the only offer in the market today that measures and improves
the end-to-end availability of Cisco and non-Cisco devices holistically.
It’ is effective at identifying and measuring faults, and it delivers
actionable information that can help improve the end-user experience.
Platinum: IT Agility
The Platinum package adds features that enhance IT agility. A dedicated
team of platinum experts works with you to deliver customized services
for your unique needs.
Partnering with You for Operational Success
Technical Services Advantage packages are delivered in a dynamic and
continuous cycle of improvement focusing on six key areas to help you
achieve and maintain specific operational outcomes (Figure 2). Each
part of the cycle builds upon the others in support of the ultimate goal customer self-reliance.
Cisco Technical Services Advantage
Solution Overview
Cisco Public
Stage 4: Insightful Recommendations
Figure 2. Dynamic and Continuous Cycle of Improvement
We then make insightful recommendations based upon the analysis
and trends, so you can resolve issues quickly and efficiently.
Know the Customer’s
Environment and Objectives
Customer
Self Reliance
Stage 5: Best Practices
Operational
Support
As the cycle continues, we assist in the implementation of
best practices, processes, and operations that will help prevent
future incidents.
Stage 6: Self-reliance
Throughout the entire cycle, our goal is to share all of our knowledge,
experience, and proven methodologies with you to help you achieve
self-reliance.
Focused on
Operational
Outcomes
Use Cases
Bronze
Best Practices
Analytics
• Determining when devices or families of devices
have been incorrectly configured
• Identifying where IT staff needs further training
Insightful
Recommendations
Silver
• Implementing recommendations and updating
the processes and configurations to help prevent
future issues
Stage 1: Knowing Your Environment and Objectives
Our team of best-in-class experts starts by building and expanding our
relationship with you - gaining in-depth knowledge of your operational
environment and objectives.
Gold
Stage 2: Operational Support
Next, we coordinate support organizations and escalation processes,
restore operations as quickly as possible, and minimize adverse impact
of incidents on business operations.
Stage 3: Analytics
We conduct trending and gap analyses of your incidents, processes,
and training needs. We then give you enhanced reports that help you
make the right business decisions.
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© 2016 Cisco and/or its affiliates. All rights reserved.
• Diagnosing root causes of problems
• Analyzing service availability across the
entire network
• Ensuring SLAs are met for user groups
Platinum
• Planning scheduled network activities such
as maintenance
• Minimizing service outages across the network
during maintenance activities
Cisco Technical Services Advantage
Solution Overview
Cisco Public
Why Cisco?
We are invested in your success. Cisco is the most experienced
networking vendor, with over 28 years of thought leadership, 50 million
worldwide installations, and more than 6 million annual customer
interactions. Nobody knows networks like Cisco and nobody knows
your network like the TS Advantage team of experts. As a Cisco TS
Advantage customer, you benefit from Cisco’s combined innovation
leadership, deep technology expertise, best practices, and proven
methodologies. Powerful analytics capabilities built into TS Advantage
enable best-in-class experts to deliver our comprehensive solution in
a dynamic and continuous improvement cycle that is designed to help
increase operational efficiency and minimize business disruption.
Next Steps
For more information about Cisco Technical Services Advantage, visit
http://www.cisco.com/go/tsadvantage.
© 2016 Cisco and/or its affiliates. All rights reserved. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks,
go to this URL: www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco
and any other company. (1110R)
C22-733803-01 04/16