1. Cisco Smart Net Total Care Service
September 2017
Greetings. My name is [name] Today I would like to talk to you about Smart Net Total Care, our support service with smart capabilities that can help you proactively manage your network.
We have seen that customers are experiencing rapid change to their IT infrastructures – influenced by trends such as Cloud Computing, Fast IT, and the Internet of Things. This rapid change creates some new requirements for service and support. Cisco is leading the way with support solutions specifically designed for today’s fast-paced change.
A key component of our Smart Net Total Care Service is that we now provide access to smart capabilities for all of our customers.
[Next slide]

2. What We’ll Cover Overview Technical Service and Incident Management
Smart Capabilities and Flexible Options for Using Them
Security and Product Alerts
Service Coverage Management
Product Lifecycle Management
Support Community and Related Services
Customer Successes
Next Steps
In this presentation, I’ll provide an overview of Smart Net Total Care and then drill down into more details on its smart capabilities and each of the four major functional areas of the service.
I’ll also explain the different options for taking advantage of smart capabilities and talk about the support community and some related services that can help you realize the full value of Smart Net Total Care.
I’ll finish with a few examples from Cisco customers and I’ll provide some additional resources where you can find more information.
[Next slide]

3. Increasing Pressures on IT Leadership How Can I …
Reduce Risk
Resolve Problems Faster 
Improve Operational Efficiency  
Maintain business continuity and security?
Flexibly add services to the network?
Ensure that I have the expertise and information available to quickly resolve network issues?
Create more efficient workflows?
Be proactive about managing the network?
Extend the life of devices?
Todays’ user demands and technology trends are putting increasing pressure on IT leadership. IT leadership is now front and center in driving business value through technology. To support and allow for business growth and innovation, a reliable network and IT infrastructure is critical. It is the basis for the convergence of data, voice, video and mobile communications in a secure, integrated IT architecture. Because networks are the lifeline that connects your customers to goods and services, the effects of downtime can be significant. Downtime can result in reduced employee productivity and lost revenue as well as eroding customer confidence.
IT teams are asking themselves:
How do I reduce risk? Can I maintain business continuity by proactively managing network availability? And can I make sure my network can support business growth by adding capacity or services when needed?
How do I speed time to resolution? When network issues do arise, how can I quickly address them? Do I have easy access to device information and the necessary expertise to act quickly?
How do I improve operational efficiency? How do I make operational processes more efficient, proactively improve the quality and availability of IT services, and extend the life of my network infrastructure?
[Next slide]

4. Raising the Bar on Technical Support
Cisco’s foundational support service includes not only
World-leading technical support for Cisco products
But also access to smart capabilities that proactively
Lower operating costs
Resolve incidents faster
And mitigate risk
Smart services prepare your modern IT trends such as Fast IT, Internet of Everything, and analytics
Cisco Smart Net Total Care
To help address the most pressing concerns needs of today’s IT organizations, we’re raised the bar on technical support by entitling all support customers, from all market segments, to smart capabilities.
Smart services can help you improve service levels and make the network more responsive to changing IT needs. This can help you reduce operating costs, resolve problems faster, and improve risk management. Your network infrastructure can thus become the foundation for accelerating innovation through modern IT initiatives such as Fast IT, Internet of Everything (IoE) and Analytics.
[Next slide]

5. Embedding Smart Capabilities in Support Workflows
Technical Service and Incident Management
Smart Net Total Care
Security and Product Alerts
Service Coverage Management
Delivering Smart Capabilities in Four Key Support Workflows
Product Lifecycle Management
Smart Net Total Care is designed to put smart services to work within your support workflows. It delivers smart capabilities in four key areas and we’ll walk through each of these in further detail.
[Next slide]
-----
[Further explanation for when this slide is used without the subsequent detail slides]
Technical Service and Incident Management: Smart capabilities provide an up-to-date view of the Cisco equipment installed in your infrastructure, giving Cisco TAC engineers more information so they can help you resolve problems faster.
Security and Product Alerts: Smart Net Total Care gives you filtered views of product and security alerts so that you see only those that are relevant to your network, saving time and enabling you to focus on those that are critical.
Service Coverage Management: You can also quickly and easily identify coverage on hardware of software items so you can tell whether support levels meet your business needs and comply with corporate policies. For most customers, the network is constantly changing, with new equipment being deployed, or network segments being added or deleted. Smart Net Total Care can help you understand what has changed, and if that change merits adjustments in support coverage.
Product Lifecycle Management: Smart Net Total Care provides an up-to-date view of your Cisco installed base. With a comprehensive view of where your equipment is in its life cycle, planning and budgeting is made easier. You can avoid surprises about coverage renewals or the need to refresh aging network hardware. Maintaining installed base data in Smart Net Total Care can provide dramatic efficiencies over manual methods and helps reduce the risk of errors.

6. Technical Service and Incident Management
Let’s take a closer look at each of these four areas, the first of which is the Technical Service and Incident management.
[Next slide]

7. Technical Service and Incident Management
Improve Network and IT Infrastructure Performance with Direct, Online, and Onsite Support
24x7x365 global access to Cisco experts
Flexible hardware replacement options
Cisco-certified onsite engineer options
Operating system support and updates
Online support resources
Proactive device diagnostics and alerts
Mobile app for anywhere, anytime access to support information and problem resolution
Our award winning technical support is designed to sustain network health, improve availability for systems running mission-critical applications, and help protect your network investment.
We provide the following support to help you improve network availability while reducing costs:
1st (TAC): 24 hours a day, 365 days a year access to the Cisco award-winning Technical Assistance Center (TAC).
2nd (Hardware Replacement): Hardware replacement options include 2-hour, 4-hour, and next-business-day (NBD) advance replacement.
3rd (Optional onsite support): Optional onsite service provides a field engineer who can install replacement parts at your location.
4th (OS Support): You can protect your investment, increase operational efficiency and benefit from up-to-date system software. For UCS customers: Operating system (OS) software updates, including both minor and major releases within your licensed feature set including downloads of BIOS, drivers, firmware and Cisco Unified Computing System Manager (UCSM)
5th (Online resources): Cisco.com offers extensive self-help support through our online knowledge base, communities, resources, and tools, enabling you to resolve issues faster without opening a case.
6th (Proactive device diagnostics): Devices enabled with the Smart Call Home provide real-time troubleshooting to help improve network performance and mitigate disruptions and problems before they can affect the business.
7th (Mobile app): And you can access support information or submit requests from anywhere using our mobile Tech Support app.
[Next slide]

8. Cisco Technical Assistance Center (TAC) Resolve Problems Faster
Direct access to highly trained support engineers.
Computer science/electrical engineering degrees
Engineering staff averages five years of industry experience
630+ Cisco CCIE® professionals
Expertise in a broad array of technologies
24x7x365 global, direct access by phone, web, or
When your network is compromised, you need fast access to technology experts with experience diagnosing the toughest problems.
Our surveys indicate that the Cisco TAC is a key reason companies choose Cisco network products and services. TAC engineers meet and often exceed customer expectations. They assume ownership of complex issues and have a commitment to providing a high quality customer experience in addition to rapid issue resolution.
Cisco Smart Net Total Care provides 24x7 global access to the Cisco Technical Assistance Center (TAC) 365 days a year
You have access to highly-trained customer support engineers
TAC engineers average 5 years of industry experience
Cisco TAC complements your in-house staff with a high level of knowledge in voice, video, and data communications networking technology.
Our sophisticated call routing system quickly routes calls to the correct technology expert, with a goal of correct routing the first time
The Cisco TAC is available in multiple languages via the Web, , or telephone.
And TAC’s 630+ CCIE® professionals have broad expertise in all Cisco technologies
[Next slide]

9. Advance Hardware Replacement Reduce the Risk of Potential Downtime
Flexible replacement options to meet your support needs
2-hour, 4-hour, and next-business-day options
Globally consistent remote support
Exceptional part-sparing programs
Coverage in 128 countries around the globe
1100+ fulfillment depots
Advance Hardware Replacement –
Advance Replacement supplies fast access to replacement hardware to minimize potential downtime. Smart Net Total Care offers time-sensitive delivery of replacement hardware with Next business day, 4-hour and 2-hour delivery options to meet your support needs.
Because Cisco and its partners are completely integrated from a system perspective, our customers receive consistent global delivery of remote support to improve their network availability.
Depending upon a number of factors (redundancy, sparing, role in the network),  each device has its own individual criteria for support. Core devices may require the most aggressive options, while others may not be mission-critical, may be backed-up by redundant gear, or might be spared internally and only require a next business day solution. Our flexible range of replacement options ensures that we can provide the right support for your needs.
170,000 parts delivered quarterly
220,000 service requests quarterly
[Next slide]

10. Onsite Services Options Accelerate Time to Resolution
Direct access to highly trained Cisco onsite engineer
End to end Cisco ownership of incident resolution from TAC to onsite remediation
Cisco-certified onsite engineer provides expert “hands and eyes” support
2-hour, 4-hour, and next business day options
3,000+ onsite engineers in 122 countries
Onsite Services Options –
Optional onsite services provide direct access to field resources for installing your hardware. Cisco “owns” the resolution process from end to end. We can provide onsite engineers in 122 countries world-wide to help ensure minimal downtime.
Smart Net Total Care offers multiple onsite options (Next business day, 4-hour and 2-hour) to meet your support needs.
Transition
Another important service capability included in Cisco Smart Net Total Care Service is OS support and updates.
[Next slide]

11. Protect your investment
Operating System Software Updates Extract More Value from Your IT Infrastructure
Protect your investment
Increase performance of software
Add new functionality, often without additional hardware investment
Enhance availability and stability of your network and business applications
Extend the life of your Cisco® products
Operating System Software Support –
OS updates offers minor and maintenance updates for your licensed feature set.
Downloading new maintenance releases, patches, or updates of Cisco OS Software will enhance and extend the life of your Cisco devices.
Cisco Unified Computing Systems also include downloads of BIOS, drivers, firmware and Cisco Unified Computing System Manager (UCSM).
OS software updates can maximize application technology investments by:
Increasing the performance of devices
Adding new functionality that, in many cases, requires no additional hardware investment.
Enhancing network and/or business application availability, reliability, and stability
[Next slide]

12. Online Self-Help Resources Solve Issues and Improve Productivity
Access to resources anytime
Automated troubleshooting tools
Personalized content and solutions
Global support community
Open and track service requests online
Information on certification training
Access to extensive technical knowledge library
Cisco.com is an award-winning web site that provides 24x7 access to a global support community, q comprehensive collection of online product and technology information, interactive network management and troubleshooting tools, and empowering knowledge transfer resources that can help you reduce costs by increasing staff expertise and productivity.
The Cisco.com support website is so comprehensive and user friendly that approximately 82% of all customer technical support issues are solved using our online resources - avoiding the need and time it takes to open a service request case!
[Next slide]

13. Smart Capabilities and Flexible Options for Using Them
While Technical Services and Incident Management is the foundation of Smart Net Total Care, it’s the smart capabilities that really enable you to proactively manage your network. Let me explain a bit more about these smart capabilities and the flexible options for using them.
[Next slide]

14. …Which Is Analyzed and Compared with
What Are “Smart” Capabilities? All Smart Net Total Care Customers are Entitled to Smart Capabilities
Automated Software-Enabled Capabilities
Installed Base Device Data
Cisco’s Deep Knowledge Base
Actionable Insight
Services with
… Which Collect
…Which Is Analyzed and Compared with
…to Provide
Cisco® Deep Knowledge Base
of networking innovation and leadership
installed devices
annual customer support interactions
technical documents online
30 years
50 million
40 million
185,000
Let’s talk about how our smart services deliver better visibility and actionable insight.
Smart services have Automated Software-enabled Capabilities…which collect Device Data…which, in turn, is analyzed and compared to Cisco’s Intellectual Capital…to provide Actionable Insight.
This actionable insight can take the form of assessing the state of your network and devices, optimizing network performance, improving operational efficiency, and simplifying and automating ongoing operations.
Our deep knowledge base enables you to benefit from:
Cisco’s 30+ years’ industry innovation and leadership
More than 50 million installed devices and 40 million annual customer support interactions
And more than 185,000 technical documents that are available online to support customers
[Next slide]

15. Smart Net Total Care Portal
Secure access to detailed device and contract data
Analyzes installed base information with Cisco® support data to provide enriched and actionable information
In-depth information to efficiently open and manage a TAC case
Auto-populate and transmit service request information
Serial number, contract number, service level, unresolved alerts, and configuration status
Manage user access privileges
Automate workflows
Schedule and view reports and workflows
Access to smart capabilities is delivered primarily through the Smart Net Total Care portal. The portal provides secure access to your detailed device data through an interactive dashboard that delivers the information you need to proactively manage your network. It offers detailed analysis of device data that has been collected from your installed base and enriches this information with Cisco support data to provide actionable information.
You can quickly locate the in-depth information you need to open and manage a TAC case, including configuration status, serial number, contract number, service level, and unresolved alerts.
The portal allows you to manage user access, and configure and generate reports and workflows. It provides access to security and product alerts, product lifecycles, and Cisco service coverage.
[Next slide]

16. Flexible Choices for Gaining Value from Your Data
Manually upload installed base data from spreadsheets
Better
Automate collection
of installed base data
Best
View the information Cisco already knows about your network support
Good
Reactive
Proactive
There are three main ways that you can take advantage of the smart capabilities in Smart Net Total Care.
Good: The simplest of these is to use the mobile app to access support data. The mobile app can be downloaded from the Apple App Store or Google Play. You will be able to see technical and support information about your Cisco products, scan in a serial number to find the correct contract number, and create a service request if needed.
Better: The next level of proactive management is to populate the Smart Net Total Care portal with data about the devices on your network. You can upload preformatted device data that you have manually collected and have stored in spreadsheets. Uploaded installed base data is correlated and enriched with Cisco Support Knowledge Base information. You can then use the reports in the portal to gain greater insight into your installed base. For example, the alert reports in the portal will show you only relevant and actionable alerts – those that apply to your devices.
Best: The best approach is to use an automated collector to gather information about your devices and automatically upload the data into the Smart Net Total Care portal. The automated approach not only eliminates many hours of manual effort in maintaining spreadsheets but also reduces risk by finding devices that might be missed by manual methods. Automated collection can be done using either the Cisco collector or a third party collector. Another big advantage of a collector is that device information, such as runtime configuration, can be made available to TAC when needed. This can help resolve the incident more quickly.
[Next slide]

17. Security and Product Alerts
Now that you have a better understanding of the smart capabilities in Smart Net Total Care, let’s look at the major functionality it offers, starting first with security and product alerts.
[Next slide]

18. Save Time, See Only Alerts Relevant to Your Cisco Devices
Export to share with others
Easily drill down for more details
Alerts relevant to your Cisco® devices
Customers tell us:
“Finding relevant alerts is too hard. How can I more easily find & manage the alerts that apply to the devices in my network?” “How do I see which devices will need to be replaced because they can no longer be serviced??”
Smart Net Total Care helps preempt network disruption by allowing you to pinpoint and manage relevant alerts for your devices. It proactively identifies which devices are affected by Cisco published product alerts and security advisories, and enables you to document alert-related activity. For example, you can flag a device for immediate action, ignore an alert for a device, or enter status information for future reference.
It offers a complete view of relevant alerts and the ability to drill down for more details.
[Next slide]

19. Security and Product Alerts Report
Identifies which devices need security updates, and when devices may need to be refreshed due to end-of-life or end-of-service dates.
Alert types:
Hardware alerts: Identify devices that have reached or are approaching end of life
Software alerts: Identify end-of-life issues for specific software versions
Security alerts: Identify security vulnerabilities, including Product Security Incident Response Team notices (PSIRTs)
Field notices: Inform you of significant issues (other than security vulnerabilities) with a hardware device or software version
There are four primary types of alerts. Using the Alerts reports, you can see which devices have alerts against them. Because Smart Net Total Care has an understanding of the devices in your network, we can correlate and filter this information against all of the alerts issued by Cisco, greatly simplifying the task of managing alerts for your network.
Knowing the specifics about a device, like End-of-Sale or End-of-Engineering, can help you decide whether to update or plan for replacement.
[Next Slide]

20. Service Coverage Management
The next area I’d like to discuss is Service Coverage Management.
[Next Slide]

21. Easily Keep Track of What is in Your Network and What is Covered via the Intuitive Web Portal
Identify products with and without service coverage
Validate your Cisco® installed base
Without good visibility into your service coverage, there is a risk that an uncovered device will have an outage and then you’ll be scrambling to find a solution while your network is compromised. Smart Net Total Care helps you ensure that your business-critical assets have the necessary service coverage to meet business needs and comply with corporate policies.
Regular installed base collection and flexible reporting capabilities help you manage your Cisco installed base and service contracts, identifying and tracking what’s new, what’s changed, what’s covered, and what’s not. You can drill-down into your Cisco installed base information and contracts at any time and with full visibility. Smart Net Total Care enables you to quickly identify service contracts that will be expiring at various intervals so that you can plan for renewals and identify budget requirements
[Next Slide]

22. Contract Management - Work Flow
Contract Management dashboard provides an overview of contract status
Document & annotate important coverage details
The Coverage Management dashboard gives you a quick look at the status of your contracts and highlights ones that are expiring shortly and ones that are overdue for renewal.
For covered devices, you can easily drill down and specify a coverage action to help explain your coverage plans. For example, you may want to use this function to note that you’re planning on replacing a device in the near future so you don’t want to cover it with a support contract. Or you may want to add comments for you team, such as asking them to investigate sparing options.
[Next Slide]

23. Product Lifecycle Management
There are additional capabilities for Product Lifecycle Management.
[Next slide]

24. Product Lifecycle Management Visibility into Your Installed Base Using Data That is Correlated and Enriched with Cisco Support Knowledge Base
Intuitive web portal for viewing installed base data
Easily see what has been moved, added, or changed in your network
Identify Cisco® products that are reaching end of life, end of service, and end of support
Ensure that your Cisco hardware is running consistent and supported software versions
Easily verify entitlement to support
Smart Net Total Care can help you maintain a current view of your Cisco installed base, including device and configuration details such as serial number, product ID, IOS version, installed memory and firmware, IP address, hostname, and more. Maintaining up-to-date installed base data in Smart Net Total Care can provide dramatic efficiencies over manual methods while also reducing the risk of errors.
By providing enhanced visibility into your installed base, Smart Net Total Care allows you to:
Quickly identify Cisco products that are reaching end-of-life, end-of-sale, or end-of-support
Easily see what has been moved, added, or changed in your network
Verify that your Cisco hardware is running current, consistent, and supported software versions
Mitigate risk and plan for upgrades to equipment that is no longer supported
[Next slide]

25. Create a Custom Dashboard for Lifecycle Planning
Hardware/software alerts
Links to the alert details
Affected devices
Recommended replacement devices
OS versions
Filter EoX/LDoS dates
You can simplify your product lifecycle management and planning by creating a single dashboard that shows everything that you want to track in your network, from alerts to software updates and end of life dates. You can drill down for more information or run additional reports to view specific types of data such as service coverage, end of life dates, etc.
[Next slide]

26. See What Has Changed in Your Network with Delta Reporting
See changes between December 6 and January 10
41 changed devices
Easily drill down to see details of added or deleted cards and device(s)
Another useful feature of the Smart Net Total Care portal is the Delta Report.
The delta report tells you what has changed in the installed base between two collections snapshots at different points in time. This includes moves, adds, and changes in your installed base of supported Cisco devices.
[Next slide]

27. Support Community and Related Services
Let’s talk about additional services and support options for the smart capabilities in Smart Net Total Care.
[Next slide]

28. Cisco Support Community & Service Support Pages Forum for Sharing Technical Support Knowledge
Review self-help documentation for the portal and collectors.
Search for answers to your questions.
View blogs, events and videos on specific topics.
Get helpful answers from a discussion forum monitored by Cisco and peer experts.
The Cisco Support Community and the Service Support Pages are two examples of the online resources that help you with using the Smart Net Total Care Service.
In the community, customers and partners can share questions and answers with Cisco subject matter experts.
The community is strongly integrated with the service support pages and the Cisco-authored content on Cisco.com to provide searchable access to documentation about all aspects of the portal and data collection.
Transition
If you want more personalized assistance with supporting and using the Smart Net Total Care portal and reports, there are several options.
[Next slide]

29. Options to Receive More Value from Smart Net Total Care
Premium Personalized Technical Service
Proactive Installed Base Management
Assistance with Onboarding and Optimization
Self-Deploy Self-Consume
A premium service delivering personalized support for your network infrastructure and services
TS Advantage
Asset Management
Consultative engagement that delivers the most comprehensive and accurate view of the installed base and contracts
Smart Assist
Onboarding, IB reconciliation, and Cisco® TAC support (portal and collections)
Smart Net Total Care
Proactive maintenance combines world-class technical support with self-service smart capabilities
Includes
Asset Management
Smart Net Total Care
Smart Net Total Care
Smart Net Total Care
On top of its award-winning foundation of technical services, Smart Net Total Care entitles all support customers to smart capabilities. You can choose self-service deployment and community support for these smart capabilities or you can take advantage of these additional services to drive more value from Smart Net Total Care.
Smart Assist is a remote consultative and support engagement for customers who have Cisco smart-entitled offerings and want to accelerate the enablement and optimization of smart capabilities and speed their derived benefits and value.
Asset Management is a consultative engagement service that delivers the most comprehensive view of installed base and contracts.
Technical Services Advantage (TS Advantage) is a service delivering support for customer network infrastructures and services. This personalized, premium service optimizes the management of customer networks to improve operational efficiency and minimize business disruption and achieve desired operational outcomes.
[Next slide]

30. Adding Value With Cisco Smart Assist Service
Accelerate the use of smart capabilities to speed time to business outcomes
Onboarding and Enablement
Product Inventory/
Installed Base
Reconciliation
Gain visibility into product investments to improve manageability and reduce risks
Use technical assistance to speed problem resolution for portal and collections
Cisco® TAC Technical Support
Smart Assist includes remote consultative assistance for smart capability onboarding and enablement, product inventory collection / Installed Base (IB) reconciliation and Technical Assistance (TAC) for Portal and Collector support.
Onboarding and enablement services include remote guidance for collections (CSPC or 3rd party products are supported) installation, Portal registration and the initial upload of data into the portal. Training on how to enable smart capabilities is provided.
Product inventory and IB reconciliation helps improve manageability and reduce risk by making sure device data is up-to-date. The service includes assistance with collecting data and a semi-annual automated reconciliation of SNTC data. Standardized reports in the SNTC portal then provide easy access to the latest Cisco device inventory information.
The service also includes TAC technical support for technical issues related to the installation of Cisco Collector and any technical issues related to Portal Uploads (regardless of method used - 3rd party collection tools). Support is NOT provided for the use of any 3rd party tools.
[Next slide]

31. Customer Successes
[Choose one or two of the following success stories that relates best to your customers situation and needs]
Before I close, I’d like to briefly introduce you to some examples of customers that are reaping benefits from Smart Net Total Care.
[Next slide]

32. Freed up budget for investment
Neotel
Smart Net Total Care solves problems faster and helps secure the network
Increased network reliability
Cisco Smart Net Total Care Service ™
Aided high-level customer SLAs
“Smart Net Total Care has proactively supported, optimized, and secured our network, allowing us to pay more attention to the running of our business.”
Chala Rao, Chief Network Officer, Neotel
Superior technical service
Background:
Neotel is South Africa’s first converged telecommunications network operator, providing business, wholesale, & consumer voice and data services.
Challenge:
Proactively support 8500 network devices
Reduce spares held in reserve
Enable high-level SLAs to create competitive edge
Results:
Freed up budget for investment by reducing need for spares
Increased network reliability helps attract more customers
Smart Net Total Care is essential to Neotel’s offer to customers of % uptime SLA

33. Significant time savings
Italian Navy
Defusing threats and saving lives with up-to-date network data identification
Reduced risk for critical components
Cisco Smart Net Total Care Service ™
Faster problem resolution
“We trust Cisco Smart Net Total Care to assure everyday fast and reliable communications to protect our most vital operations”
Captain Michele Cortassa, Head of IT - Marina Militare Italiana
Smarter network planning and investment
Background:
The Italian Navy (Marina Militare Italiana) has to be ready to respond to emergencies, natural disasters and exceptional events at a moment’s notice. This extends to operational IT systems but, as its IT domain had grown, so had the problems of tracking the status of each device. For 24-hour reliable and secure telecommunication under the strain of frequently deployed staff, the Italian Navy had to adopt a more agile process.
Challenge:
The Italian Navy was using industry-standard inventory tracking tools but was unable to see vital information, such as whether a device was supported or approaching end of life.
This increased the potential for outages that could cripple the network.
Results:
The Smart Net Total Care service is helping the Italian Navy resolve problems faster by providing the information it needs to work with Cisco Technical Assistance Center (TAC).
The service has also lowered risk through 24-hour, 365-day visibility into the state of the IT infrastructure.
Efficiency has been transformed through proactive management tools with security alerts. In addition, key processes, such as inventory management, are more automated.
With the Smart Net Total Care service, the Italian Navy has improved its asset visibility to make better-informed decisions about devices needing service or replacement.
As a result, an almost 100 percent risk reduction in critical components coverage has been realized.

34. Significantly reduced network risk
Pella Corporation
Big picture visibility for improved lifecycle management
Increased visibility into security posture
Cisco Smart Net Total Care Service ™
Automation increased staff performance
“With a lean IT organization, the automation on the Smart Net Total Care backend makes a small team’s performance large in execution… It’s a force multiplier!”
John Baldwin, Pella IT Manager for Infrastructure Projects and Architecture
Improved partner collaboration
Written case study can be found on cosco.com at
Background
With almost 1000 devices in its network, the tightly staffed Pella IT team needed to work smarter and more efficiently but, above all, it needed to ensure that nothing was overlooked in maintaining network security.
Challenge
Finding security vulnerabilities was very time consuming. A Pella team member would need to comb through hundreds of security bugs posted on the Cisco website to try and determine which alerts pertained to specific devices on its network..
Without a clear view into all of the device models and software versions installed on its Cisco network, Pella had an increased risk of problems due to software version incompatibilities, outdated patches, items out of service and equipment facing end of life.
Solution
Following a successful, short test period, Pella implemented Smart Net Total Care to help it address these challenges. After less than six months of use, Pella was able to bring together its Cisco networking equipment and support contract inventory data in one place using Smart Net Total Care. The Smart Net Total Care web portal provided team members with a secure environment to access, review, modify, and download reports. In-depth reporting enabled Pella and its partner to quickly identify devices that need system updates, support contracts coming up for renewal, and the level of service coverage for each device.
Results
Simplified collaboration between Pella and its partner. As a result, the two teams are able to collaborate more closely and avoid duplicate efforts.
Pella IT managers can confidently show the network’s current security posture. They can contrast the before and after lifecycle status of each device across the organization, making it easier to communicate with senior management.
What used to be an arduous, time-consuming contract renewal process that took as long as two months can be completed in less than one week.

35. LKAB Achieving network reliability and uptime Expert technical support
Faster problem resolution
Cisco Smart Net Total Care Service ™
Enhanced installed base visibility
“Managing a network of this scale and in this environment, we need visibility Even deep underground, we need complete overage, so ensuring its uptime is absolutely critical.”
Roy Wikman, IT operations manager, LKAB
Proactive diagnosis
Background:
LKAB, in Northern Sweden, is Europe’s biggest and oldest iron ore mining company. They rely on the network to keep everyone safe and to ensure productivity. Technology must work, even in harsh underground conditions.
Challenges:
Bring operations back in house from an outsourced model
Visibility over network administration and installed base
Improve their support model
Results:
Improved inventory visibility results in better maintenance planning and appropriate coverage levels for devices
Better ability to proactively diagnose and resolve issues, often before they become a problem for the business
Improved network risk
Expert technical support means faster time to resolution in the event of a problem, and helps reduce downtime.

36. Shanghai Airport Improving installed base management
Reduced network vulnerability
Shanghai Airport
Improving installed base management
Improved operational efficiency
Cisco Smart Net Total Care Service ™
Accurate and comprehensive inventory data
“Cisco Smart Net Total Care gave us the completed and accurate IT inventory information and product lifecycle status. This information is very useful to reduce our network risk and improve our operation efficiency.”
Ales Wang, IT Manager, SH airport
Improved IT budgeting
Challenge:
Lack of sufficient inventory management tools
Difficult to identify product lifecycle issues
Lack of detailed supporting information for IT product and service budgeting
Results:
Shanghai Airport used Smart Net Total Care to reduce network risk and cut costs through greater efficiency. With an up-to-date view of their inventory, they’ve been able to be more proactive in managing network risk. End-of-life and end-of-service alerts provide the visibility needed for budget planning, so they can proactively manage IT budgets as well.

37. Next Steps
Contact your authorized Cisco representative for a demonstration.
Learn more about Smart Net Total Care and Smart Assist at
Join a discussion forum on the Smart Net Total Care Support Community at
Access SNTC Service Support pages at mart-net-total-care
View online help resources at support.cisco.com
In closing, I'd like to recommend some next steps for you to get more information.
A good way to get better acquainted with Smart Net Total Care is to ask your Cisco sales representative to arrange a product demonstration.
Or you could start by viewing some additional information on the Smart Net Total Care web site.
You may also want to engage in a discussion forum on the support community or Service Support pages.
We look forward to helping you become more proactive in managing your Cisco installed base.
Thank you!