Overview Cisco ServiceGrid Solution Overview Cisco Service Software Partner Program Pilot Overview Cisco Service Software Partner Program Pilot Resources ServiceGrid Partner Profiles ServiceGrid Channel Partner Reseller ServiceGrid Integrator Partner ServiceGrid Partner Enrollment Process ServiceGrid Partner Impact ServiceGrid Resources Sales Marketing Technical Web Customer Success Stories Videos Training Service Descriptions Advanced Services Service Descriptions Cisco ServiceGrid Partner Enablement Kit for Tier 1 Partners ServiceGrid Partner Contacts 1 March 2016 Cisco ServiceGrid Tier 1 Partner Enablement Kit Overview Overview Cisco ServiceGrid Solution Overview Cisco Service Software Partner Program Pilot Overview Cisco Service Software Partner Program Pilot Resources ServiceGrid Partner Profiles ServiceGrid Channel Partner Reseller ServiceGrid Integrator Partner ServiceGrid Partner Enrollment Process ServiceGrid Partner Impact ServiceGrid Resources Sales This Partner Enablement Kit provides partners with information on the partner program offered for ServiceGrid, marketing and sales materials, training materials, and contact information. The marketing and sales materials provide an overview of the Cisco ServiceGrid solution, value proposition, and customer profiles. In the partner enablement kit you will find: • Cisco ServiceGrid Solution Overview • Cisco Service Software Partner Program Pilot Overview • Cisco Service Software Partner Program Pilot Resources • ServiceGrid Partner Profiles -- ServiceGrid Reseller Partner Marketing -- ServiceGrid Integrator Partner Technical • ServiceGrid on Partner Central Web Customer Success Stories • ServiceGrid Resources Videos -- Sales Training -- Marketing Service Descriptions -- Technical Advanced Services Service Descriptions -- Customer Success Stories ServiceGrid Partner Contacts -- Video -- Training -- Service Descriptions -- Assessment & Deployment Service Descriptions 2 • ServiceGrid Partner Contacts If you have questions or feedback regarding this Partner Enablement Kit, please contact: SG_Partner_Amer@cisco.com A Partner login on Cisco.com is required to access these materials. Cisco ServiceGrid Tier 1 Partner Enablement Kit Cisco ServiceGrid Solution Overview Overview Cisco ServiceGrid Solution Overview Cisco Service Software Partner Program Pilot Overview Cisco Service Software Partner Program Pilot Resources ServiceGrid Partner Profiles ServiceGrid Channel Partner Reseller ServiceGrid Integrator Partner ServiceGrid Partner Enrollment Process ServiceGrid Partner Impact ServiceGrid Resources Sales Marketing Technical Web Customer Success Stories Videos Training Service Descriptions Advanced Services Service Descriptions ServiceGrid Partner Contacts 3 Digitization is creating new capabilities and richer experiences, but it also comes with new challenges for both enterprises and service providers, as the number of partners on which they rely for IT support is increasing. To effectively do business together in hyperdistributed environments, the answer is service integration. Service integration and management (SIAM) is a framework that supports organizations retaining control of the entire service delivery process to deliver integrated services to the business. Cisco ServiceGrid technology complements the SIAM framework. The integration platform in the cloud connects enterprises and multiple service providers, enabling end-to-end processes and multiparty collaboration on IT support issues. Everyone in the ecosystem benefits from the ability to access data immediately and automatically to resolve issues and provide higher quality service experiences in real-time. ServiceGrid provides a central point of control to actively manage service levels and vendors and govern all aspects of service performance. Cisco ServiceGrid Tier 1 Partner Enablement Kit Cisco Service Software Partner Program Pilot Overview Overview Cisco ServiceGrid Solution Overview Cisco Service Software Partner Program Pilot Overview Cisco Service Software Partner Program Pilot Resources ServiceGrid Partner Profiles ServiceGrid Channel Partner Reseller ServiceGrid Integrator Partner ServiceGrid Partner Enrollment Process ServiceGrid Partner Impact ServiceGrid Resources Sales Marketing Technical Web Customer Success Stories Videos Training Service Descriptions Advanced Services Service Descriptions ServiceGrid Partner Contacts 4 The Cisco Service Software Partner Program Pilot was designed to help our partners profitably increase the penetration of Cisco Services software that is not aligned or embedded in Cisco technology architectures. The pilot’s design includes software centric partner types, investment paths, and partner compensation models that support a software sales motion. The program pilot is part of Cisco’s long-term vision for an integration channel framework for hardware, software, services, and solutions. For more information on the Partner Program Pilot visit the Cisco Services Software Partner Program Pilot webpage. Cisco ServiceGrid Tier 1 Partner Enablement Kit Overview Cisco ServiceGrid Solution Overview Cisco Service Software Partner Program Pilot Overview Cisco Service Software Partner Program Pilot Resources Cisco Service Software Partner Program Pilot Resources The following materials provide additional information on the Software Partner Program Pilot: ServiceGrid Partner Profiles Program Overview Information ServiceGrid Channel Partner Reseller ServiceGrid Integrator Partner ServiceGrid Partner Enrollment Process • Program Guide • Eligible Bookings Guide • Eligible Bookings Matrix • Operations Guide ServiceGrid Partner Impact • Quick Reference Guide ServiceGrid Resources • Program Overview Training Sales Marketing • Q&A Partner Compensation Technical • Partner Management Appendix for Tier 1 Partners Web Customer Success Stories Videos (Must be a registered T1 partner to access) • Cisco Services Resale General Mandatory Terms Training Service Descriptions Advanced Services Service Descriptions ServiceGrid Partner Contacts 5 Cisco ServiceGrid Tier 1 Partner Enablement Kit ServiceGrid Partner Profiles Overview Cisco ServiceGrid Solution Overview The ServiceGrid partner program includes different options to fit your business model: Channel partner reseller, integrator ATP partner, or provider ATP partner. The ATP program is an invitation only program. Channel Partners Cisco Service Software Partner Program Pilot Overview Cisco Service Software Partner Program Pilot Resources Reseller Responsibilities ServiceGrid Partner Profiles • Identifies, qualifies, positions, promotes, transacts, and renews resale of software and any other associated services ATP Partners Integrator Reseller responsibilities, plus provides partner-branded plan and build services or resells Cisco branded plan and build services • Reseller includes Cisco branded plan and build services ServiceGrid Channel Partner Reseller • Submits quarterly reports Requirements Have an entity and be at least a registered partner in a Cisco-defined country or county grouping, with a Cisco.com ID • 1 account manager* • Selling Cisco ServiceGrid for account manager 1 and 2 • Cisco ServiceGrid COLT assessment 1 and 2 ServiceGrid Resources Sales • Ability to invoice customer on a monthly or quarterly basis Marketing • 1 Business Process Engineer* Technical • Cisco ServiceGrid assessment and deployment services workshop Web • A minimum of 50 potential ISV participants in partner network • Formal ISV program to build joint GTMs • Marketing plan to recruit ISV participants • Commitment to provide quarterly participant onboarding reports • Shadow 1 Cisco delivered ServiceGrid assessment and deployment services workshop Videos Training *Note: Role sharing is permitted Benefits • Partner locater listing • Access to offerings • Program discounts and rebates ServiceGrid Partner Contacts Reseller benefits plus: Integrator requirements, plus: • Branding Cisco ServiceGrid enabled identifier • Branding Cisco ServiceGrid enabled identifier • Cisco ServiceGrid Ecosystem Builder (SaaS) • Cisco ServiceGrid Ecosystem Builder (SaaS) • Cisco ServiceGrid Ecosystem Manager (SaaS) • Cisco ServiceGrid Ecosystem Manager (SaaS) • All professional services associated with ServiceGrid • Cisco ServiceGrid Ecosystem Participant (SaaS) • Marketing content Offer Eligibility 6 Integrator requirements, plus: • ITIL foundation certification Customer Success Stories Advanced Services Service Descriptions • White-label and/or co-brand Cisco managed offering as part of partner offering • Manages ecosystem participant contract with ISV ServiceGrid Partner ServiceGrid PartnerImpact Impact Service Descriptions Integrator responsibilities plus: • Recruits ISVs as Cisco ServiceGrid Ecosystem participants ServiceGrid Integrator Partner ServiceGrid Partner Enrollment Process Provider All professional services associated with Cisco ServiceGrid • All professional services associated with Cisco ServiceGrid Cisco ServiceGrid Tier 1 Partner Enablement Kit Overview Cisco ServiceGrid Solution Overview Cisco Service Software Partner Program Pilot Overview Cisco Service Software Partner Program Pilot Resources ServiceGrid Partner Profiles ServiceGrid Channel Partner Reseller ServiceGrid Integrator Partner ServiceGrid Channel Partner Reseller The Channel Partner Program helps enable partners to market and resell the branded Cisco ServiceGrid offering using a “connect once, connect all” integration approach. • Cisco Services Software Partner Program Pilot To resell and support the ServiceGrid software, you must: ServiceGrid Partner Enrollment Process • Be a registered partner in a Cisco-defined country or country grouping with a Cisco.com ID ServiceGrid Partner ServiceGrid PartnerImpact Impact • Complete the Cisco Services Software Partner Program Pilot application at www.cisco.com/go/ servicessoftware ServiceGrid Resources Sales Marketing Technical Web Customer Success Stories Videos Training Service Descriptions Advanced Services Service Descriptions ServiceGrid Partner Contacts 7 • Click 2 Accept the Cisco Services Software Partner Program Pilot addendum There is no longer an ATP requirement to be part of the program. Reseller Resells software and services Note: Cisco branded plan and build services must be included in the transaction Cisco ServiceGrid Tier 1 Partner Enablement Kit ServiceGrid Integrator Partner Overview Cisco ServiceGrid Solution Overview Cisco Service Software Partner Program Pilot Overview Cisco Service Software Partner Program Pilot Resources ServiceGrid Partner Profiles ServiceGrid Channel Partner Reseller ServiceGrid Integrator Partner ServiceGrid Partner Enrollment Process ServiceGrid Partner ServiceGrid PartnerImpact Impact ServiceGrid Resources Sales Marketing Technical Web Customer Success Stories Videos Training Service Descriptions Advanced Services Service Descriptions ServiceGrid Partner Contacts 8 The ServiceGrid Integrator Program has two goals. The first is to help partners market and resell the Cisco branded ServiceGrid offerings. The second is to offer the option for partners to deliver their own assessment and deployment services using a “connect once, connect all” integration approach. • Cisco ServiceGrid Integrator Authorized Technology Provider (ATP) Program • Program Requirements Document • Program Requirements Checklist Integrator • Invests in a partner practice focused on particular software • Provides partner-branded plan and build services or resells Cisco branded plan and build to customers Cisco ServiceGrid Tier 1 Partner Enablement Kit ServiceGrid Partner Enrollment Process Overview Cisco ServiceGrid Solution Overview Cisco Service Software Partner Program Pilot Overview Cisco Service Software Partner Program Pilot Resources ServiceGrid Partner Profiles ServiceGrid Channel Partner Reseller ServiceGrid Integrator Partner ServiceGrid Partner Enrollment Process ServiceGrid Partner ServiceGrid PartnerImpact Impact ServiceGrid Resources Sales Marketing Technical Web Customer Success Stories Videos Training Service Descriptions Advanced Services Service Descriptions ServiceGrid Partner Contacts 9 Confirm status as a registered Cisco partner Receive a nomination to participate in the Cisco ATP Secure relevant ATP through CSApp Sign the Cisco Services Software Pilot Program Amendment Cisco ServiceGrid Tier 1 Partner Enablement Kit ServiceGrid Partner Impact Overview Cisco ServiceGrid Solution Overview Cisco Service Software Partner Program Pilot Overview Cisco Service Software Partner Program Pilot Resources ServiceGrid Partner Profiles ServiceGrid Channel Partner Reseller Cisco ServiceGrid creates new opportunities for you to grow your business, deliver competitive differentiated services, and tap into a market forecasted by industry analysts to be worth $15-21 billion. Cisco ServiceGrid is an integration platform in the cloud that offers customers a highly secure and flexible way to integrate with everyone in the ecosystem. It enables faster productivity to sustain your competitive edge as you grow your multi-sourcing, managed services and cloud services business. Visit the ServiceGrid Integrator or ServiceGrid Provider pages for more information and materials on selling Cisco ServiceGrid. ServiceGrid Integrator Partner Grow New Business ServiceGrid Partner Enrollment Process Get Competitive Advantage Build Profitability ServiceGrid Partner Impact • • ServiceGrid Resources • • • • • Marketing • • • Technical • • • Web • • • Customer Success Stories • • • Videos • Market forecasted at $1521B • Deliver vendor management through an integrated service experience • Improve revenue, service margin, account transparency and control • Actively manage adherence to SLAs across multiple providers • Optimize collaboration with your broader support ecosystem • Drive loyalty and customer satisfaction • Lower your total cost of operations Sales Training Service Descriptions Advanced Services Service Descriptions ServiceGrid Partner Contacts 10 • Reduce customer costs by automating multi-party support • Build ecospheres with improved scalability - integrate in days • Expand your business with your own value-added services in new markets • Reduce time to market via automation to onboard rapidly Cisco ServiceGrid Tier 1 Partner Enablement Kit Overview ServiceGrid Resources Cisco ServiceGrid Solution Overview Sales Resources Marketing Resources Cisco Service Software Partner Program Pilot Overview • ServiceGrid Sales Brochure Use this document to provide a high level summary of Cisco ServiceGrid to your customers. • Branding Guidelines for Cisco ServiceGrid This guide shows how Partners can use the identifier to showcase combined expertise, capabilities, and smart services delivered together by the Partner and Cisco. Cisco Service Software Partner Program Pilot Resources ServiceGrid Partner Profiles ServiceGrid Channel Partner Reseller ServiceGrid Integrator Partner ServiceGrid Partner Enrollment Process ServiceGrid Partner ServiceGrid PartnerImpact Impact ServiceGrid Resources Sales Marketing Technical Web Customer Success Stories Videos Training Service Descriptions Advanced Services Service Descriptions ServiceGrid Partner Contacts 11 • ServiceGrid Customer EBC Presentation Use this Powerpoint presentation to provide an overview of ServiceGrid and its benefits to your customers. • ServiceGrid Proposal Document This is a proposal document template for you to put together a sales proposal for your customer. • ServiceGrid Functions & Features This document is intended to provide clients with information about the basic concept, functions, and features of ServiceGrid. • ServiceGrid Architecture & Security This document is intended to provide clients with an overview of the application architecture, technical infrastructure, security, availability, and continuity measures of ServiceGrid. Technical Resources • ServiceGrid Support Community This is the ServiceGrid customer technical support community where customers can ask questions as well as access technical information on ServiceGrid. Web Resources • Customer Facing ServiceGrid website This is the customer facing Cisco website for ServiceGrid. Cisco ServiceGrid Tier 1 Partner Enablement Kit ServiceGrid Resources Overview Cisco ServiceGrid Solution Overview Customer Success Stories Cisco Service Software Partner Program Pilot Overview ServiceGrid Written Case Studies Cisco Service Software Partner Program Pilot Resources ServiceGrid Partner Profiles ServiceGrid Channel Partner Reseller ServiceGrid Integrator Partner ServiceGrid Partner Enrollment Process ServiceGrid Partner Impact ServiceGrid Resources Sales • Kapsch See how this transportation systems company streamlines IT service processes with ServiceGrid. • SPAR See how this retailer improves customer satisfaction with integrated services through ServiceGrid. • HZD Learn how this IT service provider reduces software complexity using ServiceGrid. ServiceGrid Customer Video • Kapsch See how ServiceGrid enables enterprise-wide management of support processes and a central system for operating all toll installations worldwide. Marketing Technical Web Customer Success Stories Videos Training Service Descriptions Advanced Services Service Descriptions ServiceGrid Partner Contacts 12 • NextiraOne See how NextiraOne improved transparency and customer satisfaction with ServiceGrid. • ShoreGroup See how ServiceGrid delivers seamless collaboration to ShoreGroup. • Partner – Born Green BORN Green Technologies provides its customers with better SLA management and lower operating costs with Cisco ServiceGrid. Video Resources • ServiceGrid YouTube Channel • How ServiceGrid Works Demo Video This 5 minute demo video demonstrates the basic premise of how ServiceGrid works and its value to your customers. • Multiparty Service Integration with Cisco ServiceGrid Video This video provides an example scenario of how ServiceGrid helps with multiparty service integration. • Support Case Management with Cisco ServiceGrid Video This video provides an example scenario of how ServiceGrid helps with support case management. Training Resources • ServiceGrid Partner Playbook The partner playbook provides an overview of how to position ServiceGrid to your customers, prospect and qualify your leads, and the appropriate sales contacts for partners. • Selling ServiceGrid Presentation This Powerpoint explains how to position and sell ServiceGrid to your customers as well as helpful prospecting information. • Partner Education This website lists partner training sessions for ServiceGrid. Type in ServiceGrid in the search box and you will get a list of upcoming trainings. Cisco ServiceGrid Tier 1 Partner Enablement Kit ServiceGrid Resources Overview Cisco ServiceGrid Solution Overview Cisco Service Software Partner Program Pilot Overview Cisco Service Software Partner Program Pilot Resources ServiceGrid Partner Profiles ServiceGrid Channel Partner Reseller ServiceGrid Integrator Partner ServiceGrid Partner Enrollment Process ServiceGrid Partner ServiceGrid PartnerImpact Impact ServiceGrid Resources Sales Marketing ServiceGrid Service Descriptions • AS-F Cisco ServiceGrid Configuration - Three Days • Service Description - Website This website includes the Service Descriptions for the ServiceGrid Software as a Service Packages as well as the Assessment Service and Deployment Services. • AS-F Cisco ServiceGrid Configuration - Five Days • ServiceGrid Legal Service Description This document describes Cisco ServiceGrid as sold via a Software as a Service offer and the three available service packages of Cisco ServiceGrid. • AS-F Cisco ServiceGrid Deployment Service for Ecosystem Manager Managed B2B Connection ServiceGrid Advanced Services Service Descriptions Deployment Service For Ecosystem Builder Advanced Services • AS-F Cisco ServiceGrid Deployment Service for Ecosystem Builder Managed B2B Connection Technical • Cisco ServiceGrid Optimization Service Web • AS-F Cisco ServiceGrid Configuration - One Day Customer Success Stories • AS-F Cisco ServiceGrid Configuration - Two Days Videos Training Service Descriptions Advanced Services Service Descriptions ServiceGrid Partner Contacts 13 • AS-F Cisco ServiceGrid Configuration - Four Days Deployment Service For Ecosystem Manager • AS-F Cisco ServiceGrid Deployment Service for Ecosystem Manager Initial B2B Connection • AS-F Cisco ServiceGrid Deployment Service for Ecosystem Manager Assisted B2B Connection • AS-F Cisco ServiceGrid Deployment Service for Ecosystem Builder Initial B2B Connection • AS-F Cisco ServiceGrid Deployment Service for Ecosystem Builder Assisted B2B Connection Cisco ServiceGrid Cisco ServiceGrid Tier 1 Partner Enablement Kit Overview Cisco ServiceGrid Solution Overview Cisco Service Software Partner Program Pilot Overview Cisco Service Software Partner Program Pilot Resources ServiceGrid Partner Profiles ServiceGrid Channel Partner Reseller ServiceGrid Integrator Partner ServiceGrid Partner Contacts For questions Partners may have on ServiceGrid technology details, Partner eligibility, training, onboarding, bookings or any other pre- or postsales concerns, please contact us at: • Americas: SG_Partner_Amer@cisco.com • EMEAR: SG_Partner_EMER@cisco.com • APJC: SG_Partner_APJC@cisco.com ServiceGrid Partner Enrollment Process ServiceGrid Partner Impact ServiceGrid Resources Sales Marketing Technical Web Customer Success Stories Videos Training Service Descriptions Advanced Services Service Descriptions ServiceGrid Partner Contacts 14 © 2014-2016 Cisco Systems,Inc. 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)