Know the Network Engagement – Introduction

1. Information for Account Teams Know the Network Engagement – Introduction Know the Network. Always.

2. What is Know the Network? Know the Network (KTN) is a set of business capabilities for effective IB management. KTN is embedded in many existing Cisco service programs such as Smart Care and NLS as a one-time engagement. The KTN engagement provides a strong value proposition to both customer and partner interactions. Leverage Differentiate Collaborate Core / Context Across Cisco Teams Set of Business Capabilities Through Offerings and Campaigns

3. KTN is a one-time Foundational Event Network Level Services Embratel-Brasil discovered and booked $4.3M in services from a KTN engagement. Collaborative Services Smart Care

4. The KTN Process Benefits Customer, Partner and Cisco Customer Partner Cisco • Validates / confirms the current Cisco assets in the network • Creates foundation to establish service contract updates • Improves business operations • SOX Compliance • Aids Service Delivery Performance • Increases knowledge and trust of Cisco asset/inventory data, locations and Service Levels • Identifies uncovered equipment in network and equipment refresh opportunities • Financial regulatory compliance • Identifies uncovered equipment in the network and equipment refresh opportunities • Improves renewal cycle time and efficiency; increase sales productivity • Improves entitlement verification and speed; reduces service leakage

5. Know the Network Engage: Assess whether an account is a good candidate for a KTN engagement, create a Profile in the KTN Portal, get the customer’s and partner’s commitment to proceed - and get started Collect: Prepare a customer or partner Network Engineer and collect network data Process: Cisco validates the network data against current Cisco Service Contract details and supplies a detailed actionable report Apply:Analyze the report & review with the customer to identify and perform desired Service Contract changes using Moves, Adds, Changes, Deletes (MACD) process Maintain:Implement a robust repeatable MACD process to ensure ongoing Service Contract integrity, based on the needs of the business Improves service delivery performance and contract accuracy and correctness Drives improved asset control for accounting and depreciation Increases business control for asset ownership, usage and procurement Establishescollaborative process for co-managing service contract/inventory data and MACD updates Reduces risk of network outages. Enables confidence in network up-time, network integrity and proactive control of assets What Are The Benefits? What is the Process? All processes and tools are available via a self-service Website for use by direct Customers and Partners at http://tools.cisco.com/ktn/

6. Know The Network Engagement Model 2. Collect 1. Engage 3. Process 4. Apply 5. Maintain Train on Network Collection Install collector Perform network discover and inventory Data sent to Cisco Parse collected data Validate SN/PID Produce reports Send reports Review report Confirm data represents the network Review for changes/updates Coverage, Service Levels, locations, LDOS, etc. Create & approve quotes Manage $0 updates Establish MACD* process Close engagement Implement MACD (Ongoing) Introduction Preparation Customer Kickoff KTN Training Cisco Customer/Partner Customer/PartnerCisco Customer/Partner Cisco *MACD = Moves, Adds, Changes, and Deletions

7. Understanding the Roles and Responsibilities Roles Responsibilities • Account Team / Partner • Train and understand the Know the Network process • Approach customer about doing a KTN engagement – discuss: • Customer’s responsibilities in the co-managed process • Engagement timeframe and resources • Ongoing MACD process commitment • Review & present KTN reports/findings – review with customer and initiate appropriate contract updates • Establish MACD (moves, adds, changes, deletes) process with customer • Ongoing service contract management • Train on collection method (e.g., CNAC, Easy Inventory) • Collect network data • Transmit data files to Cisco • Customer / Partner Network Engineer • Account Support Team / Partner • Verify report completeness; work with customer – planned service contract changes • Submit, manage & confirm service contract changes • Create, submit and manage service quotes for new coverage • Map locations to hostnames • Upon completion, confirm that CIBER matches the customer’s view • Customer / Partner • Commit to ongoing service contract co-management (pre-requisite) • Confirm network collection report represents their network • Review and identify appropriate service coverage levels/changes • Confirm service contract updates completed • Establish ongoing MACD process for managing network changes

8. The KTN Network Collection Report Actionable Network Snapshot Report (ANSR) • ANSR is an easy to use, actionable report based on the network collection • ANSR provides a view of the network collection data that can be used to drive remedy, reconciliation and revenue opportunities from the multiple perspectives of uncovered equipment, renewal and equipment refresh • ANSR Enables Action on Unvalidated Items • Classifies Unvalidated Item as either Chassis or Card • Provides site network location information to enable access and query • Leverages Sysoid Translation to identify possible Product ID • Provides detailed step-by-step, end-to-end instructions to take to remedy • Segments Filtered Data into Action-Oriented Tabs • Click-to-Populate-Quote Template for all validated Uncovered Items • Click-to-Populate Site-to-Site Level Moves • Contracts, Sites, Product Summaries and Counts • Last Date of Support (LDoS) Summary

9. Who is a good candidate for the One-time KTN Process? The Engagement • Direct customer or partner • Renewal/Business Driver within the next 3–5 months • Rapid engagement cycle – account team, partner, and customer; not reliant on other deals • Cisco account team and partner willing to co-manage contract management • No conflict with other Cisco programs – review any existing NOS/Advanced Services or NLS engagements Partner / Customer • Willing to participate – to commit to co-managed contract management & target completion timelines • Dedicated partner/customer resource(s) available to participate • Willing to keep engagement scope within KTN scope • Commitment to establish/review internal process for tracking changes in the network • Willing to maintain/update service contracts at an agreed upon frequency (ongoing MACD process) Network • Product profile/mix well supported by CNAC discovery tool (if using CNAC for collection) • Target networks accessible for customer collection • Ability of customer or partner to identify the hostname physical locations • Fewer than 3000 chassis in each network segment recommended (CNAC) • One network = one engagement (multiple networks per customer OK) Service Contracts / Data • Focus on serialized, priority items (those with a service value > $0) • Initial contract accuracy > 70% • Non-factor based (Non-SP Base) pricing recommended • Service contracts without multiple end customers on a contract recommended

10. Goals of the KTN Engagement • Conduct a one-time co-managed network discovery and service contract update • Sync the partner / end-customer view and Cisco’s view Know the Network. • Establish a streamlined co-managed process • Ensure ongoing updates and synchronization as the network changes Always. • Success targets: • End-customer’s network view = Cisco’s view • Effective ongoing co-managed process and owners in place to ensure proper network coverage • Reduced service contract administration activities