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)