© 2008 cisco systems, inc. all rights reserved.cisco confidentialktn0501_macd leading practice_v1.0...

© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialKTN0501_MACD Leading Practice_v1.0 1

Know The NetworkMaintain PhaseExternal Leading Practice Document

Service Contract Management

Maintain Team

April 1st , 2008

2© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialKTN0501_MACD Leading Practice_v1.0

References and Glossary

Summary

Approach Process

Scope

Defining MACD

Agenda


Definition


What is Leading Practice?

This Leading Practice document is based on worldwide input that has proven to reliably lead to the desired result of an effective and efficient utilization of MACD process.


What is MACD?

MACD is a collaborative data management process between the Customer and Cisco to keep Cisco abreast of the changes in the Customer’s network, enabling Cisco to provide the required level of service.

It includes defining or establishing an end-to-end processing model needed to ensure the people, process, and technologies are identified in order to support the process.

This process considers a number of factors including; business models, service levels, transaction volumes and processing cycle-times.

Move, Add, Change, or Delete


Pre-requisites for an effective MACD

Contract Knowledge: The service contract owner (Partner/Customer) has a good understanding of their current Cisco service contract(s).

Governance of Data: The Partner/Customer understands that their service contract data governs two different contract areas:

• Contract pricing – which describes how the customer will reimburse Cisco for service coverage

• Contract service delivery – which describes the level of service, the installed locations, and the specific products that are covered for service.

Asset Management: The customer has access to asset management information on all equipment that should be covered under the service contract, and is aware of equipment moves, adds, changes, and deletions at the necessary level of granularity.

Change Management: The customer understands their responsibility to inform Cisco when equipment changes have occurred. This includes physical reconfigurations including the addition or removal of a card/component, equipment moves, equipment “refreshes”, coverage level changes, and when the customer wishes to terminate service for a piece of equipment.

The following customer pre-requisites are required in order to apply the Cisco MACD leading practices:

1

2

3

4


Scope


Scope:The documented process only applies to engagements that have been approved for SCMP, that restrict use of a collector to the initial discovery and NOT for any on-going MACD.

The customer is expected to use their existing asset management system and network management personnel to track changes in their network, after the initial utilization of a collector.

The changes submitted to Cisco will be the “deltas” in their network as oppose to the snapshot of their network.

Whenever “Customer” is referred to, it assumes the following:

1. Partner

2. Partner/Customer

3. End Customer

If there are no Support team associated within the account, the Account Team will assume that role.

Assumptions:


Approach


Customer

Account Team

Recommended Process Flow

Log onto SCC/CSCC

Validate SN using SNIF

Deltas in network

No

Yes

Manual Process

Create Quote Validate Quote

Apply Special Discounts

Order Quote & Enter PO

Submit change requests in SCC/CSCC

Revenue Impact?

Special Handling Process

Customer Contacts

Cisco


1. Ensure you have access to CSCC. Access to CSCC can be attained by clicking here.

2. Log on to CSCC.

3. Select the Contract Summary Details (CSD) View to perform the desired contract management functions.

4. Complete instructions can be found using the User Guide.

Customer Due Diligence – CSCC

Caption: Dashboard Screen


Using the Contract Manager, you can also expand contracts to view site level information where you can perform actions.

Each contract links to a Contract Summary Details screen where you can view:

CSCC – Contract Summary Details

‘Bill To ID’

‘Bill To Name’

‘Bill To Address’

‘Bill To Contract Name’

‘Bill To Contract E-mail’

‘Bill To Contract Phone’

‘Service Level’

‘Contract Status’

‘Earliest End Date’

‘Account SSR’

‘# of Sites’

‘Number of Open Quotes’

‘List of open Quotes’

‘Co-Term Date’

‘Contract Label’

‘Contract Notes’


CSCC – Drop Down Functions

There is also an action drop down menu that allows you to perform the following actions:

Extend Service Coverage Add Product(s) to Selected Site’: Add uncovered product(s) to the selected installed-at site on the contract.

Add Product(s) to New Site Adds uncovered product(s) to a new installed-at site on the contract.

Merge Entire Contract to Another Contract

Moves all products in the selected contract into another contract.

Move All Products from Selected Site(s) to Another Site

Moves all products from one installed-at site to another installed-at site on the same contract.

Move All Products from Selected Site(s) to Another Contract

Moves all products from same installed-at site to another contract.

View Line Items for Selected Site(s)

Takes you to the Line Items screen to view line item details for selected contracts.


Download Contract Downloads specified contract information in an excel/csv file to either email or save.

Download Selected Sites(s) Downloads selected site information in an excel/csv file to either email or save.

Do Not Renew Flags mark contracts at the line level so that upon reaching the product’s end date, the status will be updated to expired. Quoting will also use this flag to exclude lines from being renewed.

Request change to Co-Term Date Changes/sets the co-term date on the contract

Request to Edit Bill-To Contact and Address

Edits the contact information for the ‘Bill-to Site’ or create an offline request to change the ‘Bill-to Site’ address.

Request to Edit Install Site Contact and Address

Edit the contact information for the

Installed-at Site Contact or create an offline request to change the ‘Installed-at Site’ address.

CSCC – Additional Drop Down Functions


1. Establishing a repeatable and accurate MACD data management process is essential for maintaining accurate Cisco Service Contract data

2. MACD process takes place during the agreed upon cycle

3. Following the leading practices described in this document will raise the accuracy of the data, and lower the risk of service delivery problems

Summary


References


References

1. SCC SCC Website

SNIF

2. CSCC CSCC Website

CSCC Support User Guide.pdf

CSCC User Guide_External

© 2008 cisco systems, inc. all rights reserved.cisco confidentialktn0501_macd leading practice_v1.0...

Documents

cisco confidentialktn0501

cisco systems

cisco macd leading practices

service contract data

macd agenda slide

service levels

required level of service

scope slide