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Appendix 1: Sample Audit Agendas
Gold/Silver Certification: Cisco Collaborate Services Program, Shared Support
Program, SIS or Reseller Support Program
Audit Agenda Item Estimated duration
Introductions and review of audit goals and methodology 15 minutes
Partner overview presentation 15 minutes
Cisco relationship 15 minutes
Review of Previous Action Items and Opportunities for
Improvement, if applicable
15 minutes
Validation of support lab equipment/NFR equipment,
including connectivity capabilities and tools
15 minutes
Customer Satisfaction/Loyalty 45 minutes
Pre-Sales/Plan, Design and Implement:
Demonstration
Project Management (including Post-Project
Review/Lessons Learned)
Design
Quality Assurance
Hiring and Training
2.5 hours
Service Support:
• Incident Management, including review of call tracking
system and Cisco cases
• Problem Management
• On-site Response/Troubleshooting
1.5 hours
Service Delivery:
• Service Level Management
• Security Management
• Metrics
1 hour
Review of audit findings with auditor (if applicable) 15 minutes
Consolidated Audit Programs Document: Draft5 August 21, 2007