1. IBM Managed Maintenance Solution (MMS) for Cisco Products

2. Cisco & IBM Alliance:
IBM is a Cisco Global Alliance Partner eligible to sell Collaborative Services (Previously named Co- Brand)
Within the Collaborative Services agreement IBM will offer its clients: “Managed Maintenance Solution for Cisco Products “based on an enhanced and reinforced partnership
IBM is recognized as a High quality/performing partner by Cisco
The Collaborative Services offering will give clients the best of IBM & Cisco

3. IBM understands Cisco products
IBM is a Cisco Global Resale Partner and Global Commerce Partner
IBM is Cisco Certified Gold in 51 countries and Silver in 4 countries
IBM is one of Cisco’s top partners in terms of Cisco Certified personnel
IBM is one of Cisco’s largest systems integrators worldwide

4. Cisco Maintenance Support – Key Factors
Need
Value
Access to certified network support
Speed to resolution
Inventory management
Cost savings, compliance, availability
RMA updates
Availability
M/A/D reconciliation, PO tracking
Cost, asset mgmt, entitlement
Configuration tracking
Speedy renewal process, availability: RMA configuration mismatch
International inventory management
Reduce internal oversight/cost
Life cycle: End of Life, End of Support
Significant cost savings, managed refresh planning

5. IBM Managed Maintenance Solution for Cisco Product (MMS/Cisco)
Collaborative Services solution alternative to SMARTnet
Jointly developed, marketed and delivered by IBM and Cisco
Mature solution (launched February 2004) and enhanced every year since:
Asset Management
Technical Advocacy
Integrated Case Management Systems (IBM and Cisco)
Operational Management capable
Integrated Monitoring and Management capable
Platform for IBM and Cisco Combined Services formerly NOS

6. IBM delivers the following service components
Single point of contact and ownership
No need to contact multiple vendors
Contract management
Call management, escalation and customer satisfaction responsibility
“First call” support; total call responsibility
Escalation to Cisco level 3 TAC support
Infrastructure support
Operating system, software and how-to support
Level 1 and level 2 hardware support
Parts and/or onsite labor
Local language support
IBM-provided service components
Points:
IBM offers:
Single point of contact and ownership: From a contract perspective, you only need to deal with IBM. You do not need to maintain a contract with Cisco and IBM for maintenance. IBM provides Multivendor Support on many other IT vendor’s products.
Call management, escalation and customer satisfaction responsibility: when you call for help, we’ll do as much as we can and take responsibility for the outcome of your problem.
o If we need additional help, we will escalate to Cisco level 3 technical assistance center (TAC) support.
Infrastructure support: We are not a niche service provider. We will help with:
o Operating system, software and how-to support
o Level 1 and level 2 hardware support
o Parts and/or onsite labor.

7. IBM MMS for CP Value Adds
Technical Advocacy
Custom Support Plan implemented for each client
Technical Liaison assigned for service call reviews and inquiries
Becomes familiar with client’s network; technical leadership; gather’s network documentation and diagrams and maintains repository for access by the support center staff
Engaged on all unresolved Sev 1 cases
Asset Management – Portal based, actively managed inventory
Works closely with client to validate, then manage current assets, utilizing Cisco’s Service Contract Center (CSCC) portal as the repository
Consolidates Cisco contract numbers to the minimum required
Ensures that RMA’d equipment is updated in CSCC
Ensures that new equipment orders are properly added to the contracts
Provides periodic updated list of all Cisco product under contract

8. IBM Managed Maintenance Solution for Cisco Customization abilities:
Intelligent Network tool and initial collection support
Identify IOS and Patch level issues.
collected data can be supplied to Cisco and provide proactive type support that will enhance support to the network through IBM’s RTSC.
this tool will assist and identify rouge units added on the network as the files can compare should be inventory to current attached units
IBM Client Advocate (support for the collector and Inventory needs) and project support
Coordinate the initial meeting and training on this project
Assist you to identify helpful Monthly standard reports, containing helpful reports and data
Discuss IOS, EOL/ EOS/, Audit reports/ standard report, custom options, coverage details/ RMA/ credits, support and invoicing concerns
IBM included initial transition support until steady state, 90 days of RTSC advocate support.
Technical Advocate assigned for Severity 1 calls for contract duration

9. IBM Managed Maintenance Solution for Cisco Customization abilities:
IBM’s Active Inventory Management
Customized Reporting
RMA’s
EOL/EOS
Uncovered Devices
Non IBM Equipment
Budget & Planning
Tracking Credit Requests
Contract Consolidation
Asset coverage will be in sync with Cisco and IBM because of collectors, feeds and audits built into our program
Track equipment sold by different partners
Stores numerous points of historical data
Why things changed in the individual records for each item
Store your configuration data in files
Enhanced Entitlement
Sweeps Contract
IBM’s Active Inventory Management

10. Cisco Certifications and Specializations
Education and Skills: Investing in our People
Certifications
CCIE (Cisco Certified Internetworking Expert)
Routing and switching
Voice
Security
CCNP (Cisco Certified Networking Professional)
CCNA (Cisco Certified Networking Associate)
CCSP (Cisco Certified Security Professional)
CCIP (Cisco Certified Internetworking Professional)
CCVP (Cisco Certified Voice Professional)
CCDA (Cisco Certified Design Associate)
CCDP (Cisco Certified Design Professional)
Specializations
Advanced Wireless LAN Field Specialists
Cisco Routing and Switching Field Specialists
Cisco Rich Media Communications Specialists
Cisco IP Communications Express Specialist
Cisco Intrusion Prevention System Specialist
Cisco Information System Security Specialist
Cisco Firewall Specialist
Cisco Advanced Data Center Networking Infrastructure SE
Cisco Advanced Data Center Networking Infrastructure FE

11. Other Certifications
JNCIS-SSL (Juniper Networks Certified Internet Specialist – Security)
JNCIA-IDP (Juniper Networks Certified Internet Associate – Intrusion Detection and Prevention)
JNCIS-FWV (Juniper Networks Certified Internet Specialist - Firewall/VPN)
JNCIS-ER (Juniper Networks Certified Internet Specialist - Enterprise Routing)
JNCIA-DX (Juniper Networks Certified Internet Associate – DX App. Acceleration)
JNCIA-WX (Juniper Networks Certified Internet Associate – WAN Acceleration)
JNCIA-EX (Juniper Networks Certified Internet Associate – EX Series)
JNCIA-ER (Juniper Networks Certified Internet Associate – Enterprise Routing)
EPSP (Entry Product Support Professional)
APSP (Advisory Product Support Professional)
SPSP (Senior Product Support Professional)
TCTE (TANDBERG Certified Technical Expert)
TCTA (TANDBERG Certified Technical Associate)
TCTMSS (TANDBERG Certified TMS Specialist)
NCSS (Nortel Certified Support Specialist)
NCTS (Nortel Certified Technology Specialist)
MCSE (Microsoft Certified System Engineer)
ICP03142-USEN-00