1. The Value of Selling Cisco Technical Services: Building a Technical Service Practice

2. Cisco Services Accelerate Program
Welcome to the Value of Selling Cisco Technical Services : Building a Technical Service Practice learning module.
This learning module is part of the Cisco Services Accelerate Program, an on-going Cisco effort designed to help partners accelerate their service practice profitability.
The Cisco Services Accelerate Program includes:
Training resources
Sales tools
Incentives* X
Cisco Services Accelerate Program
For more information visit:
The term “partner” does not imply or signify a legal partnership relationship between Cisco and the Cisco reseller or other party.
Cisco Services Accelerate Program
Welcome to the Value of Selling Cisco Technical Service: Building Your Service Practice learning module.
The information in this learning module is designed to help Cisco partners, particularly owners or managers of partner organizations and their sales teams, accelerate their service business success by building a service practice based on Cisco Technical Services.
This learning module is part of the Cisco Services Accelerate Program, an ongoing Cisco effort designed to help partners accelerate service practice profitability. The Cisco Services Accelerate Program includes training resources, sales tools, and incentives.
More Info
*Incentives not available in Europe and Emerging Markets

3. Module Overview This module provides an overview of:
The value of building a technical services practice
The Cisco Technical Services portfolio
Available resources for partners
It should take you about 30 minutes to complete this module.
At the conclusion, test your knowledge with the online quiz and earn points to increase your eligibility to win prizes.*
Module Overview
This module provides an overview of:
The value of technical services.
The Cisco Technical Services portfolio
Available resources for partners and important links
It should take you approximately 30 minutes to complete this module. At the conclusion, return to the training resources page to test your knowledge with the online quiz, and earn points to increase your eligibility to win prizes.
* Prizes available USC & APAC theatres only

4. Executive Summary Collaboration Video Virtualization Cloud
* Prizes available USC & APAC theatres only
Four major market transitions are redefining the IT industry and creating a significant services opportunities for Cisco partners.
Executive Summary
Four major market transitions — collaboration, video, virtualization and cloud — are redefining the IT industry and creating a significant services opportunities for Cisco partners. These transitions, coupled with customer requirements and increased competitive pressures to reduce costs and drive greater innovation by our customers, are requiring a new service-led approach.

5. What You Need to Know
Cisco Services Creates a Growth Opportunity for Partners:
More than 80% of Cisco’s annual product & services revenue flow through our partners
Services provides higher gross and net margin
Partners can offer customers direct access to Cisco expertise and proactive resources
Cisco partners are in an excellent position to support customer business issues and help address their challenges.
Cisco helps you build a robust service practice, strengthen the services you sell and add depth and breadth to your service portfolio. X
What You Need to Know – Cisco Services Creates a Growth Opportunity for Partners
With more than 80% of Cisco’s annual product & services revenue flowing through our partners, services represent a significant growth opportunity for partners. Additionally, of this $41B services market opportunity, Cisco Services currently participates in less than 20% of this market—creating an enormous opportunity for our partners. We expect that partners will generate 5-10 times the services revenue than Cisco.
Selling smart services can help you extend, grow, and transform your business, providing you with the opportunity for higher gross and net margin dollars as well as and predictable recurring revenue.
Cisco partners are in an excellent position to support customer business issues and help solve their challenges. Cisco partners serve as trusted advisors to their customers, guiding them towards solutions that best address their needs throughout the network lifecycle. Cisco helps you build a robust service practice, strengthen the services you sell and add depth and breadth to your service portfolio.

6. The Value of Selling Cisco Technical Service Your Business Benefit
The Value of Selling Cisco Technical Services – Your Business Benefits
Cisco Services provides you with an innovative smart service portfolio, unique customer engagement strategy, and robust partner program to help you sell and deliver services, increase margins and build recurring revenue.
Backed by deep networking expertise and strong market leadership, our collaborative partner-led approach, services partner program and sales engagement strategy, enhances your trusted business advisor role and market differentiation.
Cisco Services provides you with an innovative smart service portfolio, unique customer engagement strategy, and robust partner program to help you sell and deliver services, increase margins and build recurring revenue.

7. What You Need to Know Your Business Benefits
A typical service gross margin for a Cisco partner running a successful services business is 18 to 25 percent — compared with product margins that can be as low as 1 percent.
Recent partner interviews performed by Mindwave Research found that driving innovative service capabilities was key for partners when it comes to differentiating themselves from competitors. X
What You Need to Know – Your Business Benefits
Selling services extends your customer interaction beyond a product sales relationship by providing comprehensive, strategic and innovative solutions which can position you to play a greater role in your customers’ success. In addition, selling services offers the opportunity to earn higher margins generating a recurring revenue stream through the sale of services renewals. A typical service gross margin for a Cisco partner running a successful services business is 18 to 25 percent—an attractive alternative compared with product margins that can be as low as 1 percent.
In the area of addressing competitive pressures, recent partner interviews performed by Mindwave Research found that driving innovative service capabilities was key for partners when it comes to differentiating themselves from competitors.
By using automated resources and processes, we have found many of our partners are able to substantially reduce costs and maximize productivity. In many cases, our partners have been able to focus their employees on high- value tasks, since their former more administrative tasks have been automated by using Cisco Services. This has resulted in increased margins, which have positively affected their overall profitability.

8. What You Need to Know Your Business Benefits
Selling Cisco Technical Services can help you:
Profitably grow your services business by helping you improve your skills in selling and delivering service
Drive recurring revenue streams
Expand your service practice with an enhanced services portfolio
Increase your competitive advantage and market differentiation X
What You Need to Know – Your Business Benefits
Selling Cisco Technical Services into your business practice can help you:
Profitably grow your services business by helping you strengthen your skills in selling and delivering service
Drive predictable, recurring revenue streams
Expand your service practice with an enhanced services portfolio
Increase your competitive advantage and market differentiation

9. What You Need to Know Your Business Benefits
Selling Cisco Technical Services can help you:
Improve customer satisfaction and loyalty by helping your customers successfully operate and optimize Cisco technologies throughout the lifecycle of the network
Mitigate risk
Boost productivity by providing you with knowledge transfer, partner enablement, and Cisco Branded Services or Collaborative services to increase your success
Create faster time to value X
What You Need to Know – Your Business Benefits
In addition, selling Cisco Technical Services can:
Improve customer satisfaction and loyalty by helping your customers successfully operate and optimize Cisco technologies throughout the lifecycle of the network
Mitigate risk
Boost productivity by providing you with knowledge transfer, partner enablement, and Cisco- Branded Services or Collaborative services to increase your success
Create faster time to value

10. Knowledge Check True False Click on the correct choice. True or False:
A typical service gross margin for a Cisco partner running a successful services business is 18 to 25 percent.
True
Good choice. This statement is true.
False
Knowledge Check
Click on the correct choice
 True or False:
A typical service gross margin for a Cisco partner running a successful services business is 18 to 25 percent
(If True is selected) – Good choice. This statement is true.
 (If False is selected) – Sorry, this statement is true
Sorry, this statement is true.

11. What You Can Sell Cisco Services : Options for You and Your Customers
What You Can Sell – Cisco Services: Options for Your and Your Customers
Cisco offers partners a range of options from resale to jointly delivered collaborative services that address the requirements of all phases of the network lifecycle services:
Cisco branded services are sold by partners and delivered by Cisco experts who have extensive networking, business and technology experience in large networks. They enable you to provide your customers with support services without having to make significant investments in developing and operating your own support infrastructures.
Collaborative services are sold and delivered by partners who are working collaboratively with Cisco. Designed exclusively for qualified partners, these services enable you to capitalize on Cisco intellectual assets by combining Cisco’s extensive knowledge base, smart service capabilities and global support infrastructure with your unique capabilities to develop differentiated high-value service solutions that respond to your customers’ most challenging needs. The result is increased profitability, shortened time to market and improved customer satisfaction.
Collaborative Technical Support is a category of offerings within the family of Collaborative Services. Collaborative Technical Support is a network-wide service approach that helps qualified Cisco channel partners increase their annuity-based revenue by providing the assets for them to develop higher value solutions delivered at lower costs.

12. What You Can Sell
Cisco offers technical services for resale by partners for the following technologies:
Routing and switching
Data center
Unified communications
Security
Cisco TelePresence®
Video
Wireless
Interoperability systems
Network management
What You Can Sell
Cisco offers technical services for resale by partners for the following technologies:
Routing and switching
Data center
Unified communications
Security
Cisco TelePresence®
Video
Wireless
Interoperability systems
Network management

13. What You Can Sell Cisco Technical Services provide:
Technical support excellence from Cisco TAC engineers
Superior service worldwide
Anytime access to extensive online resources and global support community
Time-sensitive delivery of replacement hardware.
Timely OS updates and application software updates and upgrades
Personalized security threat intelligence
Priority service from engineering and operations specialists.
Real-time device diagnostics and alerts. X
What You Can Sell
Cisco Technical Services provide:
Technical support excellence from Cisco TAC engineers
Superior service worldwide
Anytime access to extensive online resources and global support community
Time-sensitive delivery of replacement hardware
Timely OS updates and application software updates and upgrades
Personalized security threat intelligence
Priority service from engineering and operations specialists
Real-time device diagnostics and alerts

14. What You Can Sell Cisco Smart Foundation Service
An entry-level technical support service providing support to small businesses need to help them maintain network reliability and minimize disruption to their business.
Designed for businesses with data-only networks, fewer than 250 networked users (50 or fewer network devices), and an IT staff with limited network expertise.
Delivered by Cisco, this service program provides an easy, affordable way to help small and mid-sized organizations quickly resolve routine issues. X
What You Can Sell
Cisco Smart Foundation Service is an entry-level technical support service that provides the support small businesses need to help them maintain network reliability and minimize disruption to their business. Designed for businesses with data-only networks, fewer than 250 networked users (50 or fewer network devices), and an IT staff with limited network expertise. Delivered by Cisco, this service program provides an easy, affordable way to help small and mid-sized organizations quickly resolve routine issues that might arise when using Cisco SMB-class products.

15. What You Can Sell Cisco Smart Care Service
Provides Cisco certified partners with a proactive service platform that enables them to build upon Cisco networking expertise, methodologies, technical tools, and service infrastructure to create new customized services for your customers
Provides many of the tools you need to provide your customers with ongoing remote monitoring, proactive network maintenance, and comprehensive technical support for the entire voice and data network X
What You Can Sell
Cisco Smart Care Service is a unique collaborative service offering that provides Cisco certified partners with a proactive service platform that enables them to build upon Cisco networking expertise, methodologies, technical tools, and service infrastructure to create new customized services for your customers.
The service provides many of the tools you need to provide your customers with ongoing remote monitoring, proactive network maintenance, and comprehensive technical support for the entire voice and data network—as well as add-on services designed and delivered by our partners.

16. What You Can Sell Cisco SMARTnet Service
Offers direct, anytime access to Cisco engineers and extensive technical resources.
Delivers rapid issue resolution, flexible device-by-device coverage, and premium service options to help maximize operational efficiency.
Provides proactive diagnostics, real-time alerts, and remediation advice on select devices enabled with Smart Call Home.
Note: Cisco SMARTnet Service provides operating system updates. This service does not provide software application updates and upgrades. Cisco Application Software Support Services are required to help ensure that software applications are current. X
What You Can Sell
Cisco SMARTNet Service is an award-winning technical support service that offers direct, anytime access to Cisco engineers and extensive technical resources. Cisco SMARTnet Service delivers rapid issue resolution, flexible device-by-device coverage, and premium service options to help maximize operational efficiency. Cisco SMARTnet Service also provides proactive diagnostics, real-time alerts, and remediation advice on select devices enabled with Smart Call Home.
Note that Cisco SMARTnet Service provides operating system updates. This service does not provide software application updates and upgrades. Cisco Application Software Support Services are required to help ensure that software applications are current.

17. What You Can Sell Cisco Application Software Support Services
Strengthen the availability, functionality and reliability of Cisco software applications with updates and upgrades combined with access to Cisco software application specialists and unrestricted access to online tools and support services. Offerings include:
Cisco Software Application Support (SAS)
Cisco Software Application Support plus Upgrades (SASU)
Cisco Video Software Support Service
Cisco Unified Communications Essential Operate Service for Software X
What You Can Sell
Cisco Application Software Support Services strengthen the availability, functionality and reliability of Cisco software applications with updates and upgrades combined with access to Cisco software application specialists and unrestricted access to online tools and support services. Offerings include:
Cisco Software Application Support (SAS)
Cisco Software Application Support plus Upgrades (SASU)
Cisco Video Software Support Service
Cisco Unified Communications Essential Operate Service for Software

18. What You Can Sell Cisco Technical Services:
Cisco Focused Technical Support Services
Premium, high-touch technical support for very large organizations with sophisticated mission-critical networking environments. Expedites issue resolution and helps improve operational efficiency with personalized, priority network support services. X
Most Cisco Services are available globally, however, availability may vary by geographical area, the terms of your contract with Cisco, and whether you purchase directly from Cisco or through a Cisco Authorized Distributor.
Cisco Remote Management Services
What You Can Sell
Cisco Focused Technical Support Services provides Premium, high-touch technical support organizations with sophisticated mission-critical networking environments. They expedites issue resolution and helps improve operational efficiency with personalized, priority network support services.
Cisco Remote Management Services provides Comprehensive monitoring, issue resolution and day-to-day management of network devices—24 hours a day, seven days a week.
The Cisco Technical Services website provides a complete list of all current service offerings to help you learn more about the services available and determine whether they are appropriate for your service practice and your customers.   
Most Cisco Services are available globally, however, availability may vary by geographical area, the terms of your contract with Cisco, and whether you purchase directly from Cisco or through a Cisco Authorized Distributor.
If you have a direct a direct relationship with Cisco and have questions about what services you can resell, please contact your Cisco partner sales manager. If you purchase through a distributor and have questions about which services you can resell, please contact your distributor.
Comprehensive monitoring, issue resolution and day-to-day management of network devices—24 hours a day, seven days a week.

19. What You Can Sell
The Cisco Technical Services website provides a complete listing of all current service offerings to help you learn more about the services available and determine whether they are appropriate for your service practice and your customers.
For an up-to-date list of the technical services available for your customer’s products, go to the Service Finder tool.
What You Can Sell
The Cisco Technical Services website provides a complete listing of all current service offerings to help you learn more about the services available and determine whether they are appropriate for your service practice and your customers.
For an up-to-date list of the technical services available for your customer’s products, go to the Service Finder tool.

20. Get Started with Our Recommended PathX
Get Started with Our Recommended Path
By using your current investments and making Cisco smart services an integral part of your services business we are confident that you will see the gain.
We have defined a path to help you get started on this journey with us:
First, define your go-to-market strategy
Begin account account planning and customer targeting
Next, rationalize your offerings with Cisco’s innovative services portfolio
Position value-added services
Define your engagement with our partner program

21. Strategies for Successful Selling:
Take Advantage of Partner Enablement Resources
Cisco provides a wealth of partner enablement resources designed to help you build a practice that:
Boost revenues so you can grow your organization
Encourages efficiency throughout your sales process
Creates a sustainable business while driving performance over time
Strategies for Successful Selling
A well-run services practice can transform your business and position for future growth – and you don’t have to do it alone. Cisco provides a wealth of resources including Cisco Partner enablement resources and best practices, all designed to help you build a practice that:
Boost revenues so you can grow your organization
Encourages efficiency throughout your sales process
Creates a sustainable business while driving performance over time

22. Strategies for Successful Selling:
Partner Enablement Resources X
Strategies for Successful Selling: Partner Enablement Resources
Here are some of the innovative partner enablement resources that can help you build a sustainable service practice:
The Partner Practice Builder is self-paced, online business planning resource. It offers a simplified approach to building a practice to address a new market or improve a current practice. It provides repeatable business processes which will help you improve customer satisfaction and loyalty. Partners get a proven step-by-step procedure for the complete service delivery lifecycle that checks the progress as the partner implements the plan.
Step to Success is a web portal with tools, templates, leading practices and other resources that help you improve customer satisfaction. The portal helps you quickly access repeatable methodologies and consistent content that Cisco recommends for selling, delivering and supporting Cisco advanced technology solutions. Partners who consistently use Steps to Success save time, improve consistency from engagement to engagement, and reduce costly errors and rework.
Cisco E-Consulting for Partners is an online resource that pinpoints areas for improvement across your sales and delivery functions. It identifies missed opportunities and suggests how to pursue those opportunities with targeted recommendations.

23. Strategies for Successful Selling:
Partner Enablement Resources X
Strategies for Successful Selling: Partner Enablement Resources
The Cisco Services Accelerate Program is a global, online sales training and incentive program for eligible Cisco partners. It provides a comprehensive range of learning topis so you have more opportunities to increase your success. It rewards individuals for their time investment with an opportunity to earn prizes. In addition, it helps you better position and sell Cisco Services so you can boost services bookings and retain satisfied customers.
The Cisco Performance Metrics Central provides you a centralized view of service metrics, operational indicators, discount and rebate information and upcoming contract opportunities to help you effectively sell and manage Cisco Services.

24. Strategies for Successful Selling:
Take Advantage of Cisco Partner Programs, Incentives and Promotions
For a list of current Cisco Services partner programs, incentives and promotions, visit:
For additional tips on how to get started and to learn strategies on how to successfully sell Cisco Technical Services, refer to:
Cisco Technical Services for Small and Mid Market Businesses:
Cisco Technical Services for Large Organizations:
Strategies for Successful Selling: Take Advantage of Cisco Partner Programs, Incentives and Promotions
Selling services increases your margin with every service that you attach to a product sale. Cisco offers a variety of programs that enable you to sell and deliver services according to your preferred business model. By taking advantage of the partner programs, you also become eligible for more incentives and rewards.
For a list of current Cisco Services partner programs, incentives and promotions, visit the Cisco Services promotions page in the Partner Central website.
For additional tips on how to get started and to learn strategies on how to successfully sell Cisco Technical Services, refer to the Cisco Technical Services for Small and Mid Market Businesses and Technical Services for Large Organizations learning modules in the Accelerate. website.

25. Further Resources www.cisco.com/go/accelerate
The following Accelerate Program topics help you expand on the knowledge you have gained during this learning topic:
Network Lifecycle Services Approach
Technical Services for Small to Mid Market Businesses
Technical Services for Large Organizations
Smart Foundation Service
Smart Care Service Overview
SMARTnet Service Overview
Cisco Application Support Offerings
Unified Communications Services Overview
Remote Monitoring Services Overview
Visit the Cisco Services Accelerate Program  website to access additional training material that can enhance your knowledge.
Further Resources
Visit the Cisco Services Accelerate Program website and search on the these suggested topics to get access to additional training material to enhance your knowledge.

26. Cisco Services Accelerate Program
Congratulations, you have completed the Value of Selling Cisco Technical Services – Building a Technical Service Practice learning module.
At this point you have the option of reviewing this module again, or challenging your knowledge by taking the online quiz. You also have the option of taking the quiz at another time.
Cisco Services Accelerate Program
For more information about the Cisco Services Accelerate Program, and to gain access to comprehensive training resources on this, and other Cisco Services topics, visit:
Congratulations, you have completed the The Value of Selling Cisco Technical Services – Building a Technical Service Practice learning module.
At this point you have the option of reviewing this module again, or challenging your knowledge by taking the online quiz. You also have the option of taking the quiz at another time.
For more information about the Cisco Services Accelerate Program, and to gain access to comprehensive training resources on this, and other Cisco Services topics, visit: www dot cisco dot com slash go slash accelerate.