E2E Services First Automation PSD

<Initiative/Project Name>
Ey Ly
Project Scope Document
Project Scope Document
End to End Services First Sweeps Automation
Version 1.0
Nov 6, 2014
2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Document Control
Change Record
Date
Author
11/6/2014
Amy Fong
Version
1.0
Change Reference
Drafted PSD with content from program white paper
Contents
1. Executive Summary .......................................................................................................... 3
2. Document Intent ................................................................................................................ 9
3. Alignment With Business Value ....................................................................................... 9
3. Business Impact Data ..................................................................................................... 20
4a. SIPOC and Process Flows Current .......................................................................... 22
4b. SIPOC and Process Flows Proposed ....................................................................... 28
5. Business Rules and Policy Changes ............................................................................. 33
6. Key Assumptions, Dependencies and Recommended Phasing ................................. 33
7. Toolset Affected .............................................................................................................. 36
8. Supporting Data............................................................................................................... 36
Scope Approval List ............................................................................................................ 38
Approval from Sponsors, Process, Policy, Solution teams............................................. 39
ii
1. Executive Summary
Exert from Program White Paper
The Service First (Sweeps) program consists of a legal agreement between Cisco
and customers that all equipment will be covered on their applicable service
contracts. The Add-To-Contract process has provided support to this program by
automating the process of discovering and adding to contract equipment that would
otherwise not be captured through manual processes. This has enabled more than
$1B of SmartNet equivalent service fee value added to Services First contracts
since the inception of the Sweeps Redesign effort in FY2012. In addition, greater
than $155M in additional service revenue (via services bookings) for Cisco, has
been realized during this period. While Add-To-Contract has provided a solution for
the initial phases of a Services First accounts lifecycle, there are other phases in
which automation is needed to facilitate a more efficient end-to-end account
management process.
These manually intensive processes are:
1. Internal and External Reporting
2. True-Up Process
3. Invoice Creation
4. Billing
Currently, internal and external account management reporting for Services First
accounts is limited to manual reports generated by the CPE team.
Consequently, customers find it difficult to obtain clarity on account activity. In
addition there is a lack of transparency regarding the scope of contractual
agreements, which has caused the development of unauthorized agreements.
CPE analysts find it difficult to manually compile true-up data and perform true-up
calculations due to the high volume of data that must be compiled and
manipulated. This manual intervention has led to discrepancies in the invoice
creation and billing processes, leading to a loss of revenue for Cisco Services.
An End-to-End automated solution will ensure future opportunities for growth are
not forfeited; customers are confident and knowledgeable in the way their
accounts are managed; non-fragmented account lifecycle management; and
creation of an architecture that is agile to changes in the Services First
environment.
VISION
An End-to-End automated solution which provides effective Services First account

management, reinforces governance and accountability for Services First contractual
agreements, and creates external/internal reporting to communicate
account activities to customers in a transparent and efficient manner.
STRATEGY
EXECUTION
Target the account types that make up the majority of the Services First pool.
Determine the priority of pricing model that should be used for standardization.
Leverage Ciscos Add-To-Contract Sweeps Automation to assist with the build out
of the E2E Automation.
Find opportunities to reduce the variability in account types so that automation
can be implemented.
Align E2E Automaton with other Cisco Ready initiatives through the development
of an integrative roadmap.
Automate time intensive processes to assist CPE and GSD team in day-to-day
account operations.
Facilitate Point of Sale attachment of service.
Provide MACD (Moves, Adds, Cancelations, and Deletes) capabilities to contract
management.
Provide flexible invoicing and billing.
Adhere to official contract agreements. Eliminate the use of unauthorized
agreements.
Produce source of truth external and internal reporting tool of account activities.
for
Cisco, Direct Customer, and Partner use.
Background
Services First (Sweeps) is a commercial arrangement implemented using a formal written
agreement. Sweeps agreements (new and renewal) are implemented via documented processes
using official Cisco legal templates.
These agreements have four main conditions:
They obligate Cisco to provide service on all equipment when requested, whether or not they
are actively covered by a service contract;
They obligate the customer (or partner) to purchase service on all equipment (no exclusions,
no exceptions);
They permit the customer (or partner) to pay periodically (e.g. quarterly) instead of each time
a quote for services is created. Periodic payments are also referred to as "true ups". Note:
All "true-up" accounts effectively imply "services first" and therefore are fundamentally
identical to Sweeps (services first) accounts;
Customers must purchase products directly from Cisco or a 1-Tier partner. Purchasing from
2-Tier partners or distributors is not permitted.
Although Cisco customers are obligated to purchase service on all equipment, on average only
60% of their equipment was covered based on service fee value. To assist Entitlement Services
in enforcing contract terms, the Add-to-Contract or Sweeps Self Service Visibility and Auto
Quoting/Conversion automation was developed through a tool called Sweeps Automation
Application. It is a tool that gives Cisco the ability to locate and auto-attach all customer
purchased equipment that has not been added to contract. It has two components, the Visibility
system that locates all equipment on a customers network and generates a report that can be
generated at any time against the defined legal scope and the Automated Quoting Service (AQS)
which is the backend web service to generate the Sweeps quotes and auto conversions.
Those quotes are subsequently gathered by a CPE analyst who compiles them into an Excel
spreadsheet during the course of the true-up cycle. The true-up cycle is defined as the time
period from when one periodic pay cycle closes to when another cycle begins. True-up cycles
can be monthly, quarterly or yearly. When a true-up cycle ends (i.e. quarterly-Jan-Mar) all
compiled Sweeps quotes are organized and inputted into an Excel spreadsheet where the
manual true-up calculation is performed. The true-up calculation is the amount owed by a
customer for the cycle that equipment is added to contract, resulting in the generation of an
invoice and billing of the customer. The CPE analyst notifies the customer of the True-up amount
for payment and requests a customer PO. The CPE analyst will notify the sales team of the trueup amount for forecasting and validation purposes. The CPE analyst creates and submits a
summary quote to the Quoting Team. Subsequently the Quoting team issues a summary quote
to the customer and requests a PO. The CPE analyst will submit the PO for manual order
booking request to GSD (Global Service Delivery) where the order is entered and booked in the
ERP (Enterprise Resource Planning System). GSD will perform standard booking validations
against the PO and invoice the customer for the True-up amount.
Under the current Services First program, there are four pricing models for Sweeps agreements.
Those models are:
1. Symphony/Services Full Coverage (SFC) (non-linear)
2. Pay As You Grow (linear)
3. Net Fixed Pricing with Growth Allowance
4. Net Fixed Pricing
Full Coverage Models

1. Symphony/Services Full
Coverage (SFC) (nonlinear)
Descriptions
Unique pricing and support model that provides non-linear

Technical Support (TS) pricing for customers as their
install base (IB) grows over time.
It is a non-linear pricing model designed to be responsive
to customers needs for reduced OpEx and predictability of
OpEx.
It provides customers with price bands that actually
lowers TS spending as their IB increases. Price bands are
a concept that encourage growth and provide incentives to
move to higher bands in order to save money on TS as
IB grows.
These price bands are unique and negotiable for each
customer based on factors such as IB size, anticipated
growth, etc.
2. Pay As You Grow (linear)
3. Net Fixed Pricing with

Growth Allowance
4. Net Fixed Pricing
Payment may be required either monthly or quarterly

depending on the agreement.
The amount of payment increases as the installed base
increases.
Service Price is pre-determined and fixed up to a specific
size of the installed base for some period of time.
The pricing for service is triggered only when the size of
the installed base exceeds a pre-defined and agreed upon
amount. The growth trigger, is the actual threshold above
which new services fees could apply.
Service Price may be pre-determined and fixed for some
period of time (typically one to three years).
The price of service does not change regardless of a size
increase or decrease in the installed base.
In Scope Summary
NOTE:
Process/System must support all 4 Full Coverage Models: (Based on biz priority)
Model 1) Factor with growth band (aka non linear) = Must be Transactional Ready as part of
Q1FY16
Model 2) Pay as you grow (linear) = Must be Transactional Ready as part of Q1FY16
Model 3) Net fixed with growth = Foundation only. Transactional Readiness will be Q3FY16
HLS ID
HLS-001
HLS-002
Scope Item Description

Enable external dashboard for internal and external users to view Services First details
HLS-003
Ability to identify Services First Full Coverage Customers

Ability to identify all 4 types on MDM (aka SFDC quoting) Note: This scope was
descoped from Symphony Q4FY15 release.
Ability to identify MACD Proactive from IB and reactive request from customer* (M1-2)***
HLS-004
Ability to support various pricing models (M1-M4)
HLS-005
Ability to auto update the current service contract* (M1-2)***
HLS-006
Ability to auto trigger invoice* (M1-2)
HLS-007
Enable ASPT via Services First Full Coverage model
Model 4) Net fixed = Foundation only. Transactional Readiness will be Q3FY16
Out of Scope Summary
Phase 3 (Targeted Q3Fy16 release) Scopes:

Ability to auto add the service at the time of product sale (M1- M4)
Transactional Readiness for Model 3 and 4
o Enable external dashboard for M1-M4* (NOTE1) GA must have features
o Ability to support various pricing models (M3-M4)
o Ability to identify MACD Proactive from IB(?) and reactive request from customer (M3-M4)
o Ability to auto update the current service contract (M3-M4)
o Ability to auto trigger invoice (M3-M4)
Fix defects/ enhancements from M1, M2 pilot findings
Existing Full coverage / Sweeps solutions migration (i.e Sweeps Add to Contract dashboard
(Q4FY14), SNTC Symphony Full Coverage Customer Portal ( Q4FY15)
Any data clean up is out of scope
2. Document Intent
The document is intended primarily as a vehicle for communication between the Stakeholders, the
business and technical community.
This document outlays the project scope and requirements for the Services First End to End
Automation Initiative. In regards to process, the focus of this document will be around current as-is
processes and problems defined by the white paper. Any new requirements will follow the program
prioritization process to be addressed in the future releases/phases.
Initiative Alignment
10
<Detailed swim lane flow to be included>

1. Process/System must support all 4 Full Coverage Models: (Below sequence is
based on biz priority)
a. Model 1) Factor with growth band (aka non linear) = Must be
Transactional Ready as part of Q1FY16
11
b. Model 2) Pay as you grow (linear) = Must be Transactional Ready as part
of Q1FY16
c. Model 3) Net fixed with growth = Foundation only. Transactional
Readiness will be Q3FY16
d. Model 4) Net fixed = Foundation only. Transactional Readiness will be
Q3FY16
No.
Scope Item
Ability to identify all 4 types on MDM
(aka SFDC quoting)
HLS001
Note: This scope was descoped from

Symphony Q4FY15 release.
HLS002
Enable external dashboard for

internal and external users to view
Services First details
Name = Services First Full Coverage
Management Dashboard (To be
finalized)
NOTE: Phase 1 of the program
leveraged SNTC as the host of the
dashbaorad.
Scope Item Description: To-Be

1. TBD
2. Any customer eligibility or identification business
rules should be stored within the enterprise single
source of true location. As of 11/7/14, it should be
APAS.
1. Create the long-term location/host site for Services

Frist Full Coverage Management Dashboard.
2. Platform should be on e of the existing primary
customer platform (i.e. CCW, CSCC).
3. Portal Scope must meet or exceed the Q4FY15
Symphony Services Full Coverage Customer
Portal effective. This will allow the transition from
SNTC tool to the long term portal location.
Create and implement a Single Services
Full Coverage (SFC) Customer Portal
(Webpage entry point) with backend
reporting capability.
Portal would be accessed by Cisco Internal
and External users
Portal capability should be scalable to
include other Sweeps pricing models.
Ability to display Contractual data
information such as IB Growth Allowance
details and Renewal Activity.
Capability to calculate customer contractual
allowed growth allowance.
Data sources for Services Full Coverage
(SFC) should be equivalent or the same as
the Sweeps Automation Dashboard.
Legal Disclaimer should be display in the
entire Portal.
Click here for a full list of Symphony PSD
scopes
Display the progress status correctly on the
12
dashboard and reporting
4. Portal foundation must work for all 4 full coverage

models. Ability to display the following:
Customer definition
Customer Legal agreement details
IB change history from X to Y period with
coverage status
IB change true up financial invoice details
IB change true up financial payment details
5. Modeling capabilities requirement
Allow customer to model year end Install
based
Display Total GPL price IB growth per
month
Determine estimated pricing for future
contract at least one year in advance (and
up to duration of SFC agreement).
Display estimated year end true-up amount
based on growth allowance.
Service Level Index:
i. Ability to upload or setup initial
Service Level Index (SLI) chart per
SFC Agreement
ii. Add additional new fields in the SLI
chart that will display current IB
value, current percent of IB, and
current SLI index
iii. Ability to calculate current SLI,
current IB and current percentage
against the initial SLI.
iv. Ability to compare the base SLI
against the current SLI
v. Initial contractual pricing data
should not be changed as it serves
as a baseline for the duration of
SFC Agreement.
vi. Ability to track total net IB growth
per Service category (Service
Level) as defined in the SLI on a
month to month basis.
vii. Ability to show estimated excess
SLI
Growth allowance
If I continue with current growth rate/ (or if I buy
as scheduled)?
When will I hit my cap
What will be my excess growth by year
end
How much will be my true up be in that
case?
What will my predicted price for next
year?
13
Price bands
If I continue at X% pace (growth rate)/ if I buy
as per schedule,
What will my IB be at the year end
What will my price band be for next year
What will my price be the next year to
cover the IB? (TS price?)
Service level Index

%IB by service level (pie chart) Calculated SLI
Calculated Vs. Beginning state
% change (if exceeds the limit 5%,
additional true up)
Warning when getting close to the limit;
showing Expected true up amount
Install Base update mock-up
6. Ability for Services Full Coverage (SFC) Customer

to see:
IB size including net adds and deletes
Usage of Growth Allowance
Portal External View mock-up
7. Profile Set up
System shall include a customer profile that

stores several fields used to define a SFC
customer and contract conditions
information.
Provide a capability that will allow internal

user to enter or update SFC account initial
legal contract condition information:
i. Starting Install Base
ii. Starting Year Service Price
iii. Price Bands
iv. Factors for each Price Bands
v. Growth Allowance (% of IB)
vi. True-up schedule/Frequency
vii. Service Level Index Chart
Customer Profile Setup
Initial contract conditions (Manual Setup)
Starting Install Base
Price Bands
Factors for each Price Bands
Growth Allowance (% of IB)
Service Level Index
Growth allowance
Net IB purchased
Decommissions
14
Net growth
Remaining growth allowance (IB $)
Excess growth
Estimated true up
Total spend history in recent years
8. Process & Governance

Define new governance process for
Services Full Coverage (SFC) (System
Administration, Capacity, Security, etc.)
Access Management and Portal
Authorization for Services Full Coverage
(SFC) Portal should have two types of
users:
i. SFC Admin Admin can setup SFC
account and initial contract
condition information.
ii. SFC Normal User Can view SFC
customer account information and
view/download reports.
Secure Login - Services Full Coverage
(SFC) will require a CCO ID and password
to access the portal.
Data Privacy Compliance - Services Full
Coverage (SFC) Customer will be
configured in the system such that all SFC
Customer data will remain private for each
individual SFC Customer. Each customer
will only be able to access and
manage/view their data.
Each SFC customer will require a unique
CCO ID and password to access the portal.
System shall include a customer definition
database that stores several fields used to
define a given customer and contract
conditions.
Only designated Cisco (employee or
temporary worker) users shall be permitted
to create/update customers account
information and contract conditions.
Only administrators shall be permitted to
add or remove designated users.
Services Full Coverage (SFC) Portal should
only display all the transactions/data related
to specific Services Full Coverage (SFC)
account.
The application shall support at least 300
customers
9. Reporting ability
Build a report download capabilities
Provide excel extract capabilities for
15
download.
10. Dashboard Technical controls
Dashboard performance and security must
meet or exceed the platform standards.
Security must meet or exceed CSCCs
access control
Dashboard availability and operation
support model must meet or exceed
CSCCs access control
Performance: Data query and display
should not exceed 5 seconds
11. User Interface:
The user interface should provide a
consistent and friendly user experience
The user should experience:
i. A simple interface
ii. An interface that does not require
many clicks to view the relevant
data.
12. Foundation flexibility/scalability to support:
Phase 3 (Targeted Q3Fy16 release)
Scopes: Ability to auto add the service at
the time of product sale (M1- M4). Product
commerce shall leverage defined enterprise
single source of truth location. As of
11/7/14, it should be Cisco Commerce
Workspace (CCW).
HLS003
Ability to identify MACD Proactive

from IB and reactive request from
customer* (M1-2)***
1. Based on the customer Model selection, the system

will be able to identify the IB changes within a
specific period correctly (based on customer legal
definition) to support the accurate pricing
2. Process/System must support all 4 Full Coverage
Models: (Below sequence is based on biz priority)
a. Model 1) Factor with growth band (aka non
linear) = Must be Transactional Ready as
part of Q1FY16
b. Model 2) Pay as you grow (linear) = Must
be Transactional Ready as part of Q1FY16
c. Model 3) Net fixed with growth =
Foundation only. Transactional Readiness
will be Q3FY16
d. Model 4) Net fixed = Foundation only.
Transactional Readiness will be Q3FY16
3. Contract MACD business rules should be consistent
with the CSCC definiation of Move, Add, Change
and Delete.
1. Any uncover and opportunity business rules should
leverage defined enterprise single source of truth
location. As of 11/7/14, it should be Data
Foundation.
16
HLS004
Ability to support various pricing

models (M1-M4)
NOTE:
HLS005
Ability to auto update the current

service contract* (M1-2)***

definition) and price it based on the defined pricing
logic
part of Q1FY16
will be Q3FY16
e.
3. Pricing business rules should be stored within the
enterprise single source of truth location. As of
11/7/14, it should be EDMS.
4. Update status need to be reflected correctly on the
a. Phase 3 (Targeted Q3Fy16 release)
Workspace (CCW).
6.
definition) and auto update the service contract
correctly
part of Q1FY16
b. Based on the customer Model
c. Model 2) Pay as you grow (linear) = Must
d. Model 3) Net fixed with growth =
will be Q3FY16
e. Model 4) Net fixed = Foundation only.
3. Contract Data should be validated by the enterprise
single source of truth validation prior to update. As
of 11/7/14, it should be IBSAVE + CSCC.
4. Contract Data should store within the enterprise
single source of truth location. As of 11/7/14, it
17
should be C3.
Workspace (CCW).
7.
HLS006
Ability to auto trigger invoice* (M1-2)

definition) and auto trigger invoice correctly
part of Q1FY16
will be Q3FY16
3. Invoice Data and process should be validated by the
enterprise single source of truth validation. As of
11/7/14, it should be Order Mgmt.
4. Invoice data should be stored within the enterprise
single source of truth location. As of 11/7/14, it
should be OM.
Workspace (CCW).
18
HLS007
Enable Advanced Services via

Services First Full Coverage model
1. Inadditional to TS, enable Advanced Services via

full coverage sweeps process.
Phase 3 (Targeted Q3Fy16 release)
Workspace (CCW).
The requirements included in this document will support Services First- End to End Automation.
If the initial objectives cannot be met in a single release phase due to resource, budget or time
to market constraints a phased approach is recommended.
3. Alignment With Business Value

Detailed Business Values
Business Benefits for
Customers and Partners

Customer & Partner
Experience ( CPE)
organization

Sales organization
Consistency in understanding and adhering to

contract agreements and responsibilities.
Delivery of insightful business intelligence to
assist customers and partners in running their
business.
Reduction in operational risk due to the
elimination of manual processes which results in
erroneous data output.
Enhanced Entitlement experience and
engagement.
Decrease in high-touch operations which will
decrease the chance of inaccurate reporting and
billing.
Increase in productivity in day-to-day operations.
The opportunity to engage in more value-added
services that add to the bottom line.
Increase in service revenue through Point of Sale
attachment of service.
19

Services Entitlment
organization
Accurate data to drive contract renewal

negotiations to ease the contract renewal process
for sales and customers.
Drive consultataive conversations wth customer
and grow business through real-time visibility of
IB opportunities.
Grow and accelerate the partner pipeline.
Decrease over-delivery on products for contracts
that have been cancelled or modified.
Means to govern data policy & governance over
the Services First contractual agreements.
Increase the time value of money by creating
increased revenue at the Point of Sale instead of
when the equipment is added to contract and
decreasing the amount of time it takes to bill
customers for the true-up amount.
3. Business Impact Data

Type of Project
Fix a Bug / Defect
Add Missing Functionality
Process Improvement
Integration
Build an Enhancement
Performance Improvement
Ongoing Maintenance
Other:
Risk for Not Addressing This Issue
Loss of Revenue
How much?
Delay of Revenue
How much?
How long?
Reduction of Toolset Performance

Undermine Partner Adoption
Inefficient Business Process
Other:
Impact Data
Type of
Number of Transactions
20
Transactions
Affected
Quotes
Contracts
Invoices
POs
SOs
Credits
Affected (estimated per

year)
To be provided
Support Case Data

Type of
Support
Number of
Support
Cases (per
year)
Cost of
Support (per
year) ($25.67
per case)
Average
Cycle time
per case
(days)
Detail the Query

used to identify
support data
Support
Contact who
provided data
Entitlement
Operation
GTMSS
N/A
BSOS
21
Manual Productivity Impact

Impacted
User
Ex: Partner
As Is # of
Process
Steps
Manual
Process Name
Check for NBD
Service Level
To Be # of
Process
Steps
2
Time saved
per
process
cycle
10 minutes
# of
cycles per
day
10
Internals:
Operations
Quoting
Team
Others
Externals:
Partners
Customers
Impacted Users
External
Theatre
APAC
EMEAR
Japan
Latin
America
US /
Canada
Partner Size
(parameters?)
Channel
1 Tier
2 Tier = N/A
Direct
Internals
Departments Impacted
Operations
Access Management
Finance
Service Marketing
Data Services
Cisco Policy
Small
Medium
Specific
Service
Program(s)
Partner
Names
Full Coverge
Large
Tax
Sales
BSOS
GTMSS
Other:
4a. SIPOC and Process Flows Current

SIPOC
SIPOC explanation & examples can be found here:
http://wwwin.cisco.com/process/enterprise/tools/sipoc_diagram.shtml
22
CUSTOMER
Purchase
Cisco Equipment
Start
CSx/CPE
Track customer additions
that are not shipped.
Create list of all shipped
and unshipped
equipment.
CSx/CPE
CSx/CPE
CSx/CPE
Run a shipment report to

determine devices
based on shipment
records
Manage MACD Process
Send list to CPE to create

a Sweeps quote
CPE GSD
CPE GSD
CPE GSD
CSx/CPE
CSx/CPE
Creates a Sweeps Quote

using the preferred
quoting method
Receives notification that

quote conversion was
completed successfully
Notify requestor quote

conversion complete and
close the case
Tracks consumption on
monthly basis
Send Customer report on

Quarterly basis
End
SIPOC
L2 - Services First / Sweeps Full Coverage E2E Process (not via Sweeps ATC)
L3 Author:
Date Created:
Services Commerce SIPOC from Symphony PSD

Date
Last
Update
d:
11/11/2014
Preconditions:
Postconditions:
Suppliers
Customer,CSx
, CPE
Input
s/Req
ts
Process
Outputs/
Reqts
Custo
mer(s)
Approval and Setup
Team review and identify potential Services

Full Coverage (SFC) customer
Reach out to CSx (Sales) to review potential

Services Full Coverage (SFC) Customer and
review Pricing model
Team discuss pricing and T&C (Service

coverage, product exclusions, etc) of customer
Start Opportunity / Deal process. Reach out to

Legal to request AVAP
Prepare Services Full Coverage (SFC)

Agreement and initiate Advanced VAP (AVAP)
Review VAP and works with Account Team

and Legal on Policy compliance
Approved Advance VAP (AVAP)
Propose the new "Services Full Coverage

(SFC)" services model to Customer
Agree to Services Full Coverage (SFC)

Pricing, Terms & Condition
Create/Update Quote in SFDC Quoting
Upload Configuration / BOM / add Services
Add Discounts and NS Terms
Fill out NS Qualification form, Deal Component
Select SWEEPS Provision in the NonStandard Terms form
Submit Quote/Deal for Approval
Assigns Assuror/Deal approvers and Routes

Deal for Approval
Approved Deal
Services
Full
Coverage
(SFC)
Accounts is
approved
and setup
process
started
Services
Full
Coverage
(SFC)
Customer
23
Works with Legal, SET, and Commercial

Finance on final VAP
Sales, Legal, Revenue Accounting,

Commercial Sales, Finance and Service
Entitlement approves final VAP
Creates / updates ECLM with new agreement

and start and end dates. Legal designates
agreement as Sweeps
Sign Services Full Coverage (SFC) Agreement
Cisco counter-sign agreement
Send Legal agreement to Customer
Contact CPE to create Sweeps Customer

Profile
Sweeps Customer Profile
Completes Sweep Customer Profile template
Submits Sweep Customer Profile to Finance

Sweeps Team
Logs into CSCC
Navigates to the Administration Tab
Uploads the Sweeps Customer Profile

Template
Runs the Sweeps Customer Profile Report

from the CSCC Reports section
Validates the changes made to the Sweeps

Customer Profile
Notifies the requestor of the successful change

Initial Sweeps Service Contract Set Up
Creates a quote in order to generate an initial

value and new Service Contract.
Create a quote and link it to an existing

Service Contract or Flag existing contract as
Sweeps.
MACD Add to Contract Process
Search for all uncovered equipment belonging

to the customer.
Request a quoting case, based on the

uncovered equipment found with detailed
quoting instruction to the GSD Quoting team.
Logs into CSCC
Creates a Sweeps Quote using the preferred

quoting method
Checks Sweeps checkbox on Quote

Summary Details screen
Add quote details & validate
Save & Validate Quote
System runs initial validation
Quote pass validation? No, Fixes Errors and

re-validates quote
Quote pass validation? Yes, System runs

second validation
Quote pass second validation? No, Fixes

Errors and re-validates quote
Quote pass second validation? Yes
Sweeps second validation occurs
Select "Manual Convert" in the Action drop

down from the Quote Summary Details screen
Convert quote to contract to cover devices
System performs Quote Conversion process
Conversion successful? No, Receives

notification that quote conversion failed , Fixes
errors and revalidates quote
24
Quote conversion was completed successfully

Complete entitlement and obtain active
contract coverage for products
Send an automated confirmation email with

details of conversion without Sales order to
CPE
Scenario: Services Full Coverage (SFC) True-up
Process
Determines and gathers the data needed for

the Yearly True-Up and Billing cycle
Calculates and validates the True-Up amount

based on the existing agreement
Get PO from Customer and send to CPE RO

to request booking
Prepare GSBF with summarize pricing
Create summary quoting and booking request

and attach GSBF and PO
Receives summary quote request, GSBF form

and PO
Create Summary Quote and validate PO

against quote
Submit quote for ordering
Order is booked, SO number is generated

Invoice auto generated
3.
Current Process Flows
25
26
<Detailed swim lane flow to be included>
27
4b. SIPOC and Process Flows Proposed
Proposed Process Flows
28
SIPOC
SIPOC explanation & examples can be found here:
http://wwwin.cisco.com/process/enterprise/tools/sipoc_diagram.shtml
SIPOC
L2 - Services First / Sweeps Full Coverage E2E Process (not via Sweeps ATC)
L3 Author:
Date Created:
Preconditions:
Postconditions:
Services Commerce SIPOC from Symphony PSD

Date Last Updated:
Suppliers
Input Process
s/Re
qts
Customer,CSx
, CPE
Approval and Setup = Should be no change
Team review and identify potential Services

First Full Coverage customer
Reach out to CSx (Sales) to review potential

Services Full Coverage (SFC) Customer and
review Pricing model
Team discuss pricing and T&C (Service

coverage, product exclusions, etc) of customer
Start Opportunity / Deal process. Reach out to

Legal to request AVAP
Prepare Services Full Coverage (SFC)

Agreement and initiate Advanced VAP (AVAP)
Review VAP and works with Account Team

and Legal on Policy compliance
Approved Advance VAP (AVAP)
Propose the new "Services Full Coverage

(SFC)" services model to Customer
Agree to Services Full Coverage (SFC)

Pricing, Terms & Condition
Create/Update Quote in SFDC Quoting
Upload Configuration / BOM / add Services
Add Discounts and NS Terms
Fill out NS Qualification form, Deal Component
Select SWEEPS Provision in the NonStandard Terms form
Submit Quote/Deal for Approval
Assigns Assuror/Deal approvers and Routes

Deal for Approval
Approved Deal
Works with Legal, SET, and Commercial
11/11/2014
Outputs/R
eqts
Custo
mer(s)
Services Full
Coverage
(SFC)
Accounts is
approved and
setup
process
started
Services
Full
Coverage
(SFC)
Customer
29
Finance on final VAP
Sales, Legal, Revenue Accounting,
Commercial Sales, Finance and Service
Entitlement approves final VAP
Creates / updates ECLM with new agreement

and start and end dates. Legal designates
agreement as Sweeps
Sign Services Full Coverage (SFC) Agreement
Cisco counter-sign agreement
Send Legal agreement to Customer
Contact CPE to create Sweeps Customer

Profile
Sweeps Customer Profile =leverage the new
dashboard
Completes Sweep Customer Profile template
Submits Sweep Customer Profile to Finance

Sweeps Team
Logs into CSCC
Navigates to the Administration Tab
Uploads the Sweeps Customer Profile

Template
Runs the Sweeps Customer Profile Report

from the CSCC Reports section
Validates the changes made to the Sweeps

Customer Profile
Notifies the requestor of the successful change

Initial Sweeps Service Contract Set Up
Creates a quote in order to generate an initial

value and new Service Contract.
Create a quote and link it to an existing

Service Contract or Flag existing contract as
Sweeps.
Service add at product point of sale ( Q3FY16
scope)
At the time of product is purchase, system

will be able to associate it is a Full
Coverage customer. Service should be
auto add to the contract and trigger invoice
based on the customers defined model.
MACD Add to Contract Process
Cisco will auto discover changes and

update the system. Service should be
If there is no error, the quote can be auto

convert after 14 days.
If there are errors, correct the errors within

CSCC
System performs Quote Conversion process
Conversion successful? No, Receives

notification that quote conversion failed , Fixes
errors and revalidates quote
Quote conversion was completed successfully
Complete entitlement and obtain active

contract coverage for products
Send an automated confirmation email with

details of conversion without Sales order to
CPE
Scenario: Services Full Coverage (SFC) True-up
Process
30
Cisco will auto discover changes and

update the system. Service should be
Calculation will be automatic. Manual

calculation is no longer required.
System will auto invoice the customer

based on the defined payment method
If there is no error, the quote can be auto

convert after 14 days.
Optional instead of required:

o Get PO from Customer and send to
CPE RO to request booking
o Prepare GSBF with summarize
pricing
o Create summary quoting and booking
request and attach GSBF and PO
o Receives summary quote request,
GSBF form and PO
o Create Summary Quote and validate
PO against quote
o Submit quote for ordering
Order is booked, SO number is generated

Invoice auto generated
4.
Preliminary View of E2E Automation Processes
31
32
5. Business Rules and Policy Changes

Business Rules and Policy Changes
Scope Item
<Scope item summary>
Description of Policy/Business Rule Change

<Detailed description>
Type of
Change
(New/Update
existing)
Update
Existing
Impacted Areas
<Sales, Finance,
etc.>
6. Key Assumptions, Dependencies and

Recommended Phasing
Key Assumptions
Scope Item
Description of Assumption
Program Business Risks
Program Business Risks
Phase 2 (Q1Fy16 release) will include transaction

readiness only for 2 out of the 4 Full Coverage
models. Other models will continue to leverage
semi Entitlement Ops/CPE manual process to track
update on monthly or quarterly basis. Process is
extremely manual and prone to errors.
Funding
Initiative funding is available until Go Live +

Normalization
Enable external
dashboard for internal
and external users to
view Services First
details
Phase 1 (Q4FY15) Symphony release is

leverageable for E2E Automation Phase 2
Program Assumptions
HLS-001
HLS-002
Ability to identify
Services First Full
Coverage Customers
Ability to identify all 4
types on MDM (aka
SFDC quoting) Note:
This scope was
33
HLS-003
descoped from
Symphony Q4FY15
release.
Ability to identify MACD
Proactive from IB and
reactive request from
customer* (M1-2)***
HLS-004
Ability to support various

pricing models (M1-M4)
HLS-005
Ability to auto update the

current service contract*
(M1-2)***
HLS-006
Ability to auto trigger

invoice* (M1-2)
HLS-007
Enable ASPT via

Services First Full
Coverage model
HLS-008
Ability to sweep services

at the time of POS
Q1FY16 stretch goal - Ability to support service at

the time of POS
Risks
Risk Area
Probability
Impact
Owner
Mitigation Plan
Misalignment among various entitlement

initiatives IBDQ, Asset Mgnt, Services First
Program
Mgr and
track
leads
Architecture alignment and program
Program
Mgr
Any data clean up will be ad-hoc and manag
IB Data Clean up is not part of the scope
meeting required on all initiative impacting e
Key Dependencies
34
Scope Item
HLS-001
HLS-002
HLS-003

Enable external
dashboard for internal
and external users to
view Services First
details
Ability to identify
Services First Full
Coverage Customers
Ability to identify all 4
types on MDM (aka
SFDC quoting) Note:
This scope was
descoped from
Symphony Q4FY15
release.
Ability to identify MACD
Proactive from IB and
reactive request from
customer* (M1-2)***
Description of Dependency
Existing Sweeps Add to Contract

dashboard and Phase 1 Services First
symphony investment should be
leveraged. However, not restricted to
leverage all if E2E automation concluded
they are not suitable for future.
Initiative alignment with SSOT sources

o IBDQ for IB validations
o Assest Management
o C3 Transformation If required
HLS-004
Ability to support various

pricing models (M1-M4)

o EDMS for pricing
o APAS for eligibility
HLS-005
Ability to auto update the

current service contract*
(M1-2)***

o IBDQ for IB validations
o Assest Management
HLS-006
Ability to auto trigger

invoice* (M1-2)

o Order mgmt
HLS-007
Enable ASPT via

Services First Full
Coverage model
Recommended Phasing
35
7. Toolset Affected
CSCC
Q&O
SB2B
CCW
MMAT
POM/SOM
CSCC OCM
Other:
8. Supporting Data
Quote
Numbers
Contract
Numbers
Defect
Numbers
NA
INC Numbers
36
Issue SME
37
Scope Approval List

Organization
Individual Name(s)
Approval Status
Add here your

Sponsor/Program
Team
representative
If they are in the BC,

the BC sign-off
should be equivalent
Other orgs to signoff the scope, only

if they are one of
the sources of the
scope

the BC sign-off should
be equivalent
Other orgs to signoff the scope, only

if they are one of
the sources of the
scope

be equivalent
Add here the BA

Org that receives
the Scope if other
than SCC

be equivalent
38
Approval from Sponsors, Process, Policy,

Solution teams
Organization
Name
Role
Title
Services
Compliance and
Coverage
Services
Compliance and
Coverage
Entitlement
Operations and
Data Innovation
Entitlement
Operations and
Data Innovation
Entitlement
Operations and
Data Innovation
Service
Commerce
Operations
TS Field
Operations US
Hanns
Westphal
Services First
Initiative Lead
Manager,
Service Ops
Andy
Hencke
SCC Initiative Lead
Dave Frutos
Stakeholder
Steve
Noren
EOI Initiative Lead
Dana
Johnson
Services First
Program Mgr
Angelina
Koh
SCO Management
Bruce
Johnson
Symphony Lead
Services Finance
Alison West
Services Policy
Sylvia
Aleman
Customer &
Partner
Experience
Customer &
Partner
Experience
Mark Ebner
SSF Governance &

ComplianceServices
- US
Business
Integration &
Optimization
Services (BIOS) US
CS-Enterprise
Business
Manager,
Commercial
Director,
Technical
Services
Business
Operations
Manager
Program Mgr,
White Paper
author
Manager,
Management
Operations
Business
Development
Manager
Finance
Controller
Jigna Shah
CPE Strategy &

Planning
Comment
Business
Operations
Manager
Managers,
Mgmt
Operations
Managers,
Mgmt
Operations
Glossary
Add-To-Contract Automation (Also known as Sweeps Self Service Visibility

and Auto/Quoting/Conversion An automated solution that defines a customer in
terms of search criteria and reporting and quoting requirements, finds and reports
uncovered equipment, creates and coverts Sweeps quotes and reports on quoting
activity for Services First or Sweeps accounts.
Auto Quoting System (AQS) The backend web service to generate the Sweeps
39
quote and auto conversions.
Attach Rate (Sales View) - Coverage rate only for equipment shipped during this
fiscal year.
Cisco Ease of Doing Business (EoDB) A program that represents teams across
Cisco which are focused on making it easier for customers and partners to do
business with Cisco. The program targets improvements in policies, processes, and
operations to simplify our customers' and partners' interactions with us and to ensure
we deliver a single, personalized customer and partner experience end-to-end.
Cisco Ready An intelligent business readiness solution to grow revenue with
easy-access to reliable and actionable customer insights.
Cisco Asset Management MVP Service for Cisco direct customers (enterprise
and service provider customers) and is aimed at keeping customers Cisco hardware
and software inventories up-to-date and ready to use through all lifecycles at all
times.
Coverage Rate - Percentage of equipment covered under Sweeps service
contract(s). The equation is: Covered / (Covered +Uncovered) = Coverage Rate
Covered Amount - The annualized SmartNet next business day list price of all
covered equipment identified by the visibility application.
Enterprise Resource Planning System (ERP) The system used to generate
GSD bookings.
Factor-Based Pricing Non-linear pricing proportion as it grows allowing Cisco to
pass on cost efficiencies to customers as the installed base grows.
Flexible Invoicing/Billing The ability to provide varied options (e.g., monthlyquarterly-yearly) for customer to pay seller for invoice/bill amount as set forth in
terms and conditions of contract and customer preferences set-up.
Growth Triggers Threshold above which new services fees could apply. Account
teams remain responsible for monitoring this and generating requests for payment
as appropriate.
Installed Base Data Quality Initiative that seeks to provide a unified approach to
business process and rules management that deliver data integrity. It is the source
of data quality governance and enforcement for installed based data.
MACD The process of moving, adding, changing, and deleting equipment in the
installed base.
Master Services Agreement (MSA) - All inclusive legal agreement between Cisco
and the customer.
Net-Fixed Pricing The price for services may be pre-determined and fixed for
some period of time, typically one to three years. The price of service does not
change regardless of a size increase or decrease in the installed base.
Net Fixed Pricing with Growth Allowance A pricing agreement for the price of
services that is pre-determined and fixed up to a specific size of the installed base
for some period of time. The pricing for service is triggered only when the size of the
installed base exceeds a pre-defined and agreed upon amount.
40
Non-Linear Pricing Unique technical support model providing non-linear pricing
for customers as their install based grows over time.
Pay As You Grow Pricing Pricing agreement where the amount of payment
increases as the installed base increases.
Point of Sale Attach The process of starting service coverage for equipment at
the time it is sold to a customer instead of when it is added to a Services First
contract.
Policy/Legal Compliance - This yes/no value indicates whether or not the existing
Sweeps addendum complies with Sweeps policy.
Price Band A concept which encourages growth and provides incentives to move
to higher "bands" in order to save money on TS as your IB grows. They are unique
and negotiable for each customer based on factors such as IB size, anticipated
growth, etc.
Services First Sweeps - Services First (Sweeps) is a commercial arrangement
implemented using a formal written agreement. Sweeps agreements (new and
renewal) are implemented via documented processes using official Cisco legal
templates.
SmartNet A service solution that facilitates the rapid resolution of critical network
issues and improve operational efficiency through a combination of expert technical
support, flexible hardware coverage, and smart, personalized capabilities. It goes
beyond simple warranty replacement policy to resolve an issue as quickly as
possible before it can affect the business.
Sweeps Automation Application The tool that gives Cisco the ability to locate
and auto-attach all customer purchased equipment that has not been added to
contract. It has two components, the Visibility system that locates all equipment on a
customers network and generates a report that can be generated at any time
against the defined legal scope and the Auto Quoting System which is a backend
web service to generate the Sweeps quote and auto conversions.
Services Full Coverage (SFC) or Symphony - A unique pricing and support model
that provides non-linear Technical Support (TS) pricing for customers as their
installed base (IB) grows over time. It is an Enterprise Services Agreement (ESA).
Time Value of Money The idea that money available at the present time is worth
more than the same amount in the future due to its potential earning capacity.
True-Up Monthly, quarterly, or fixed-fee payments that receive periodic
adjustments to reflect all equipment.
True-Up Cycle The monthly, quarterly or yearly cycle of payment for the true-up
amount.
Uncovered Amount - The annualized SmartNet next business day list price of all
uncovered equipment as identified by the visibility application.
Visibility System A system that generates reporting which provides an in-depth
view of all equipment specific to a customer account.
41

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<Initiative/Project Name>

Project Scope Document

Project Scope Document

End to End Services First Sweeps Automation

2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential

2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential

2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Exert from Program White Paper

An End-to-End automated solution which provides effective Services First account

2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential

2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential

2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Full Coverage Models

Unique pricing and support model that provides non-linear

2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential

3. Net Fixed Pricing with

4. Net Fixed Pricing

Payment may be required either monthly or quarterly

2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Scope Item Description

Ability to identify Services First Full Coverage Customers

Ability to support various pricing models (M1-M4)

Ability to auto update the current service contract* (M1-2)***

Ability to auto trigger invoice* (M1-2)

Enable ASPT via Services First Full Coverage model

Model 4) Net fixed = Foundation only. Transactional Readiness will be Q3FY16

Out of Scope Summary

Phase 3 (Targeted Q3Fy16 release) Scopes:

2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential

2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential

2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential

<Detailed swim lane flow to be included>

2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Note: This scope was descoped from

Enable external dashboard for

Scope Item Description: To-Be

1. Create the long-term location/host site for Services

2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential

4. Portal foundation must work for all 4 full coverage

2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Service level Index

Install Base update mock-up

6. Ability for Services Full Coverage (SFC) Customer

Portal External View mock-up

System shall include a customer profile that

Provide a capability that will allow internal

2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential

8. Process & Governance

2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Provide excel extract capabilities for

Ability to identify MACD Proactive

1. Based on the customer Model selection, the system

2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Ability to support various pricing

Ability to auto update the current

1. Based on the customer Model selection, the system

2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Ability to auto trigger invoice* (M1-2)

1. Based on the customer Model selection, the system

2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Enable Advanced Services via

1. Inadditional to TS, enable Advanced Services via

3. Alignment With Business Value

Business Benefits for