Best practices vendor support services partner presentation for panel discussion with Chairs of the TSIA Support Services Partner - Community of Interest (COI). Presented by Andreas Gast - COI Chair, and Vice Chairs from Autodesk, CA, and Cisco

1. Andreas Gast – Symantec With Support Services Partner
Chairman – TSIA Support Services COI Vice Chairs from:
Partner, Community of Interest (COI) Autodesk, CA, Cisco

2. Forecast
Agenda
• Trends
• Identification
• Enablement
• Engagement
• Metrics & Rewards
• Challenges
• Panel Q & A
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3. Trends & Services Channels
• X as a Service: Cloud (SaaS),
MSP, CPE
• Customer Consumption model
(Smart Sourcing)
• Self Service,  CPC, Social Media
& Crowd Sourcing
• Business Solutions Model – ULA & VLA
• Rich Warranty & EOL Extensions
• Expanded Partner Ecosystem
• Simplifying Channel Programs
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4. Support Services Partner
Community of Interest (COI)
• Services channel optimization
• COI Objective: Optimize
enablement, influence,
management, and return from
and for services partners with a
focus on increasing revenues,
decreasing costs, and delivering
customer value
• Today 15 Mfg’s 22 participants
• Why not you?
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5. Today’s Mature Services Practice
Service Strategy — The Continuum
Pre Sales Post Sales Maintenance Optimization Services Design
Professional Professional and Managed
Services Services Services
Identify Implement Break Fix Full Lifecycle Strategy Create
Business Technology and Support of and New VAS
Benefits Monitoring Infrastructure Evolution
and Systems
Plan Build Support Manage Optimize Innovate
Justify Manage To Reduce Maximize ROI Growth
Technology Project Costs
Investment Risk
Source: DimensionData.com 5

6. Partnering Framework
The Right Channel
Strategy In Place
Metrics for Selecting the
Measuring Right Partners
Success
Programs to
Field
Engage and Empower
Execution  Services partner program
and Teaming  Flexible Services portfolio for partners
 Partner enablement / readiness
Effective Communication and Infrastructure
Source: Amazon Consulting 6

7. Services Partner Program
Services Partner Program
Program Rewards Terms and
Eligibility Incentives Conditions
Enablement /
Marketing
Readiness
Co-Delivered Partner Brand Vendor Brand
Services Services Services
Services Portfolio for Partners
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8. Service Partner Selection - Landscape
Sell Product
Global and Services Sell Product
Strategic and Deliver but not
Partners Services Services
Sell Services but
Support not Product and
Services do Deliver
Partners Services
Sell Product
and Services Don’t sell Direct
Product or Marketers /
but don’t Large Account
Services but
Deliver Resellers
Deliver
Services
Services
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9. GSPs & TSPs Cover Key:
Customers, Markets, and Products
Symantec Partner Program (SPP) Symantec GSP/TSP Service Coverage
Partner Count by Status Levels By: Customers, Markets and Products
Product Groups Supported
Business Continuity Data Storage
• Server Management • Storage Management
• Endpoint Management • Archiving
• Backup and Recovery
Infrastructure Operations Risk & Compliance
xx Partner Type • Server Management • IT Compliance
GSP = Global Strategic • Endpoint Management • Discovery & Retention
TAP = Technical Assistance • Data Loss Prevention
TSP = Technical Support • Messaging Management
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10. Simple Market Landscape: 2010
Reseller Enterprise
Hardware
SMB
Services Direct
Consumer
Software
Self-Serve
Source: Technology Services Industry Association
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11. Partner Enablement and
Readiness Means:
Partner Vendor Customer
Point of View Point of View Point of View
Guiding principles for Resources and The ecosystem enables
successful adopting, activities to accelerate me to deliver value to
incorporating, and our Partner’s adoption my customers and helps
operating a and success me gain rapid returns on
new/existing service my investments
and/or practice solution
Partner Enablement and Readiness
*Give partners what they need to achieve the desired result
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12. Service Partner Enablement
Services
Requirements Standards Enablement
Excellence
• Scope/expertise
• Deliverables
• Response
• Definition of
• Volume
Success
• Scalability
*Enablement is a simple derivative of your careful definition of the result you want
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13. Service Partner Enablement
Requirements/Standards Knowledge transfer
• Training
Knowledge • KB
Transfer • Community
Tools
• CRM
• Diagnostics
Management/ Service • Utilities
Tools
Remediation Excellence
Interactive support
• Support access
• Engineer access
• Process
Interactive Management/Remediation
Support
• Reporting
• Feedback
• Performance audits
* Requirements and standards become your roadmap for defining enablement
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14. Service Partner Enablement
• Expand your view of requirements/enablement?
– Development cycle/time to market
– Partner scalability
– Specializations/role/support levels
– On-boarding/transition
• New partner
• Incremental product coverage
• Staff turnover
– Supporting value-add services
• Implementation
• Performance & tuning
• Pre-sales
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15. Flexible Engagement Models
Source: Amazon Consulting, 2010 State of Partnering Study
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16. Partner Enablement Through Services Portfolio
Emergence of Smart Services—Industry Examples
Agriculture Industry
Transport Real Estate
Smart Services Are Becoming Pervasive
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17. Service Partner Metrics & Rewards
• Metrics used: • Compensation:
– Case Closure – Discount range
– Case Escalations – Rebate range
– Trust based reporting – Combination
– Trained/Certified Staff • % Split on combo
• Frequency of updates – Delta of comp vs.
– CSAT or NPS non support services
• How do you implement partners
• ROI – Frequency of comp
– Other metrics – Cross services comp
– Frequency of review CS & PS
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18. Q&A
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19. Support Services Partner
Community of Interest (COI)
• Services channel optimization
• COI Objective: Optimize
enablement, influence,
management, and return from
and for services partners with a
focus on increasing revenues,
decreasing costs, and delivering
customer value
• Today 15 Mfg’s 22 participants
• Why not you?
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