cisco servicegrid · technology. by 2020, the global cloud market will represent ... operating all...
TRANSCRIPT
Market Drivers for ServiceGrid
The average enterprise has
approximately 19 external IT
service providers in North
America and 26 in Western
Europe, equating to a 5x
increase in the past 7 years1.
Issues resolved by an
external service provider
result in 50% higher
operational costs², 32% longer
resolution times² and 10%
lower customers satisfaction.
1source: Gartner
²source: Technology Services Industry Association
Today, 70% of enterprises
use enterprise-class cloud
technology. By 2020, the global
cloud market will represent
27% of all IT spend.
Growing Complexity and Costs in the Service Business
Increased Use of
Cloud Services
Move towards
Multi-Sourcing
“CIO’s in multi-sourced IT organizations continue to
struggle having no single view of processes, no
automated exchange of information and no consistent
SLA management, all of which lead to escalating
management costs”
Arjun Sethi, VP Outsourcing Practice
Multi-Party Support: Key Challenges
Servicedesk
Technician
Servicedesk Servicedesk
End User
Service Customer Managed Service Provider Vendor/Partner
(5) Part is shipped
(1) Something is wrong, I call the
servicedesk (6) Part arrived, technician dispatched
(4) Part is ordered (3) I have a
temporarily solution, but we need to change a part
(2) I need external support
(7) Solution provided
Vendor Management
Performance and SLA
Timely Communication
Status/Change
Resolving Incidents
Efficiently
Overlapping Responsibilities
ServiceGrid Multi-Party Support Collaboration Integration Platform Within the Cloud
Enterprise IT
ITSM
Map processes and
connect once
Configure collaboration
rules for each partner Enable ecosystem
collaboration
• Outsourcers
• Managed Service Providers
• Telco’s
• Vendors
• Cloud Service Providers
• IoT
Active SLA & Vendor
Management
Unified Governance & Analytics
Industry Benchmarks
Click to Connect Collaboration
Portal & Mobile Access
Plug & Play Bi-Directional Integration
ServiceGrid in the Cisco Inter-Cloud
Connect Once – Connect All with ServiceGrid
• Real-time SLA events
• Comparative analytics
• System to System
• Web ticket exchange
• Connect once
• Add ecosystem members
• Multi party process
• Configurable workflows
• Common web service
Standardized
Integration in the Cloud
Two Ways to Engage
Performance Management Web Ticket
Exchange SLA Management
System Connection Standard Workflow Real–Time Alerts
Collaborate
Escalate Request
Collaborate
Submit Request
SaaS MSP
Telcos
Update and Close Resolve and Update
The Power of Seamless Multi-Party Integration
Individual Connections
• Must adapt to the differing processes of multiple parties
• Time-consuming implementation, no standardization
• Costly and complicated changes
• Lack of visibility about Service Levels
• No consistent view of the processes
Custom Development
Your
Company
Connect Once – Connect All
• Quick integration of multiple sources
with established methods
• Seamless and automated processes
lead to easy adaptations
• Consistent service level management
(SLAs) and vendor governance
• Build and scale a service ecosystem
ServiceGrid
Your
Company ServiceGrid
Manual Information Sharing
• Communications via email, phone or web portals result in high manual efforts
• Data exchange is incomplete, inaccurate or out of sequence (delayed)
• High chance of multiple case entries and double keying (‘swivel chair’)
• Your company carries the full burden of coordinating all support issues
No Automation
Your
Company
Provider/
Vendor
Highly standardized
Onboarding according
to predefined
Onboarding Standards
Twice faster
onboarding*
Simplified Onboarding
according to defined
Onboarding Standards
Fulfillment of special
and complex demands
of Onboarding Partner
Fast and easy
„Onboarding“ through
maximum of
simplification/
standardization
Technical possibilities
are limited
eBonding
(via own framework)
Faster On-Boarding with ServiceGrid Individual Integration
Projects
Smart Integration
with ServiceGrid
Self Onboarding
with ServiceGrid
eBonding (via own framework)
Project
Integration
via ServiceGrid
Self Onboarding
Maturity of Standardization
Eff
ort
fr
om
custo
mer
pers
pective
* Source: Benchmarking from ServiceGrid Reference Projects
Self Managed
Onboarding Portal
ServiceGrid Delivering Key Business Outcomes
Business Agility
Resource
Agility
Time to
Market
Acceleration
Risk
Reduction
Customer
Satisfaction
Tech
Optimization
Profit
Growth
Staff
Productivity
Time to Market
Time to Market
• Eliminate manual process
• Streamline collaboration
• Reduce client/vendor
management burden
• Increased customer loyalty
• Enhanced transparency
• Reduced customer churn
• Lower Cost to Serve
• Faster Time to
Revenue (Value)
• Higher Margins
• Offer New Innovative Services
• Faster time to Scale
• Faster time to Deploy
• Faster time to Respond
• Extend Existing Systems
• Integration abstraction /
common approach
• Std. Process / Workflow
• Active SLA Management
• Shift CAPEX to OPEX
• Pay as you grow
Seamless Service Delivery with ServiceGrid Scalable, Repeatable, Self-Managed
Mean Time to Resolve
10% Higher
27% Faster
50% Lower
• High standardization - fast
deployment
• Duplicate entry and manual
errors eliminated
• Leverage existing systems
• Seamless and automated
processes
• End-to-End support
collaboration
• Simplified SLA monitoring
• Real time updates
• Unified user experience
• Improved collaboration
• Transparency
Average Cost to Serve Customer Satisfaction
360° view of the
service chain enables
efficient vendor
management
Multiple parties on a
centralized service
platform
Seamless processes
increase speed to
resolution
Integrate in days
to greatly improve
scalability
How ServiceGrid Supports Your Business
Acceleration & Automation of Service Delivery
Management of Multi-sourced IT Service
End-to-End SLA Monitoring & Benchmarking
3rd Party Connections Made Easy
“CitiGroup has improved our data accuracy and quality of
information exchanged as well as improved the overall
MTTR and resource productivity.
You have delivered a solution we can use daily at a
global level to add value to our customers. Thank you!”
Over
50% Cases Closed
After 3 Months*
*After only 3 months over 50% of the cases CitiGroup created with Cisco globally are now
opened, updated and closed using this new process and this percentage continues to increase.
Tatenda Chavhunduka, GNO Vendor Management
Streamlining Global IT Service Processes
Kapsch TrafficCom Operating all toll installations worldwide
• Enterprise-wide management and automation of support processes across different systems and partners
• Accelerated implementation of time-critical projects and rapid integration of new partners
• Multitenant system enables project specific implementations
Attained comprehensive end-to-end service governance with central integration platform
Active management of partners and subcontractors
Extended new projects cost-effectively, enabling growth and increasing profit
Build a Transparent Service Ecosystem
Actively Manage Service Levels and Vendors
Create Efficiencies with Seamless Automation
Resolve support issues across help desk, tech
support, field service and service providers faster
and more efficient with multi-party integration.
Create a single point of control to actively track
and gain actionable insights in vendor, provider
performance and operational metrics.
Span end users, partners and stakeholders to
exchange requests and receive updates via a
central hub in the cloud.
Your Benefits With Cisco ServiceGrid
ServiceGrid Portfolio Overview
Services from Cisco and Cisco ServiceGrid ATP partners help
customers accelerate the time to value of Cisco ServiceGrid
with quick deployment.
ServiceGrid “Plan and Build” Services
• All service elements according
to the purchased SaaS package
• Operational support
• Maintenance
Software-as-a-Service includes:
• “Plan and Build” Advanced Services for ServiceGrid include:
• ServiceGrid Assessment Service Provides clear insights into B2B ecosystem integration strategy, how
service integration improves mean time to resolution, SLA
management, & customer satisfaction via a on-premise workshop
• ServiceGrid Deployment Services Delivers project management and configuration support professional
services to assist customers in deploying B2B connections via a
project-based transactional engagement
Cisco ServiceGrid is an integration
platform in the cloud that
seamlessly connects organizations
to enable real time multi-party
support collaboration offered via a
Software-as-a-Service (SaaS).
Supported key processes:
service request, incident, change &
problem management
ServiceGrid SaaS
ServiceGrid “Manage” Services • “Manage” Advanced Services for ServiceGrid include:
• ServiceGrid Optimization Service Delivers expert guidance, consulting, configuration and training
support via professional services that assist customers with utilizing
and optimizing ServiceGrid software via a subscription-based
engagement.
Cisco ServiceGrid Assessment Service Plan & Build Services
• Business Case: Define value drivers by assessing current business including process indicators, and cost drivers.
• Service Catalogue: Define exact roles for each service partner and how they can interact from an end-to-end perspective.
• Technical Need and Fit: Develop technical implementation scope and approach by assessing existing systems, standards, and best practices.
• Phased Timeline: Implement a phased timeline including project scope, effort, and cost to implement Cisco ServiceGrid.
• Ecosystem Development: Create ecosystem development plan with supporting reference implementation, success criteria and scale plan.
• Analyze the customer’s business processes for integration
and automation with multiple partners
• Provide insight on how integration will improve mean time to
resolution, SLA management, and customer satisfaction
Objective
Summary
Scope
Details
Duration:
• 1-2 business days on site
• 3-5 days offsite for final deliverable
Participants:
• Cisco- Solution Architect, Sales Lead
• Prospect- Business Owner, Enterprise Architect, Integration lead, SME’s
Item Approach Description
Initial New
Connection
Implemented and
managed by Cisco.
Create an end-to-end connection between your company and one customer or partner. Includes
integration between two ITSM applications using the ServiceGrid framework with approved
workflow types and standard web service methods.
Managed
Connection
Implemented and
managed by Cisco.
Add a new partner physical ITSM or logical connection for any deployed process using existing
workflow, roles and services built.
Assisted
Connection
Implemented by Cisco.
Managed by
Customer.
Add a new partner physical ITSM or logical connection for any deployed process and reduce your
cost by taking on Project Management activities
Cisco ServiceGrid Deployment Service Plan & Build Services
Objective & Details
• Delivers professional services required to properly deploy selected Cisco ServiceGrid service elements
• Provides implementation expertise and assists customers with B2B connection build out plans
• After the initial connection is established, the customer can choose between Managed Connection and
Assisted Connection to integrate additional partners
Cisco ServiceGrid Optimization Service Manage Services
• Assist customers with optimizing and
utilizing their ServiceGrid service integration
software more effectively in their B2B
ecosystem
• Provide insight on how to leverage and use
all ServiceGrid features and functionality
• Deliver value-add recurring deliverables
including training, configuration support and
professional guidance
• B2B Ecosystem Development: provide service and
process integration technical leadership and guidance
through the B2B ecosystem development
• Configuration Support for ServiceGrid
Administrator: on-going advice, guidance and
configuration support for an operationally efficient,
stable and scalable ServiceGrid implementation
• Utilization and Performance Review: recurring
operations reviews to understand and improve
utilization and performance of the ServiceGrid enabled
B2B ecosystem
• Software Knowledge Transfer and Support: provide
training, knowledge transfer sessions, mentoring and
access to all relevant collaterals and training materials
for an optimized use of ServiceGrid
Summary Scope Objective
Improving Customer Satisfaction with Integrated Services
Spar Manage all business partners and service-related systems
• Continuous, transparent, accelerated service processes ease collaboration between SPAR and partners
• Automated processes and interactions reduce costs, eliminate errors and improve the quality of support
• Facilitated centralized, cloud-based inventory for 40,000-device network that enables a real-time monitoring of parts and devices
Reduced point-of-sale equipment downtime via accelerated incident resolution times
Achieved time savings of 2.5 hours per day for store managers
Easily integrate new service partners to guarantee highly efficient IT support for the stores
One Service Management Platform for Germany‘s Fiscal Authorities
Hessian Centre for Data Processing (HZD) IT service provider reduces complexity
• Integration of all financial authorities of the 16 states and of the Federal German Government with a central platform
• Streamlined, cross-state incident and problem management
• Automated electronic data exchange between different help desk systems in use and across the different states
• Centralized data storage for all service tickets
Management overview of KPIs across all service processes
Automated & accelerated service management enhances transparency and saves valuable time
Protection of investment as every state can keep using its existing systems
Multi Party Service Requests a month
States, the federal
government, and the
procedure ELSTER
IMK-Connection
via Web-Fronted
AUGUST CA
Service
Desk
Control
Series
AUGUST AUGUST ARS
Remedy
CA
Service
Desk
ITSM
Suite ARS
/BMC
AUGUST Front
Range
HP
Service
Desk
CA
Service
Desk
Help Desk Integration in KONSENS
ARS
Remedy
ServiceGrid
SL
HB
BB
ITSM
Framework
Materna
JIRA
BU
ES
TH ST RP SH SN NW NI HH BE BW BY HE MV
Process, workflow and web service 1 > 2,000 18
ARS
Remedy
Hessian VOICE - VoiP for Hessian State
HE
Incident Remedy
Use Case: The Federated States of Germany
Optimize Multi-Party Service Delivery to Guarantee Security of Supply
Swissgrid Efficient management and coordination of service partners
• Integration of all service partners to manage the service chain end-to-end
• Automated and accelerated service management processes
• Real-time status overview and continuous documentation of all service tickets
• Full data sovereignty
End-to-end SLA governance and automated reporting
Significant improvement of the service quality
Faster incident resolution saves valuable time and enables focus on the core business
Central Integration Platform Enables High Scalability
German ICT and IT Services Provider Managing highly complex integrations
• Automated service delivery and accelerated processes ease collaboration with service partners
• Facts & Figures:
• Engagements: 8 active, 1 new, 1 planned, 6 retired
• Number of tickets: > 57,000 (Jan 2013 - Oct 2014)
Fast time to market – quick implementation
Offer rapid and easy integration to customers to meet their requirements
Provide higher transparency to customers to increase satisfaction
ServiceGrid
Active
Engagements
Retired
Future
Engagements
New:
Planned:
Partner Henkel grew into a
separate Client Ecosphere
2
3
German ICT and
IT Services
Provider
Use Case: European Service Ecosphere
ServiceGrid Use Case – Span Traditional IT Devices with Newly Connected “Things”
Manage Complex Oil & Gas Environments
Create, collaborate and manage support interactions
across traditional and newly connected devices - Internet of Things
Providing effective service through the entire support ecosystem
with centralized coordination and monitoring.
Situation
• Tiered support processes spanning help desk, tech support, field service and service providers
• Need for converged solution
• Complex Service Level measurement across dozens of different vendors, technologies and providers
Core Challenges
• Mission critical control systems combine traditional IT assets with production devices
• Integrate in a single, secure environment
• Manage new and disparate devices using a single process and unified SLA’s
Single Service Management Solution
• automated support interactions with external service providers
• complete transparency on the end-to-end support process
• real time updates to support transactions
• executive dashboard with all support visible in one place
Customer Value Proposition
• Improved asset utilization
• Real time visibility into all support activities
• Manage support process via single pane of glass
• Optimized end-to-end delivery experience and productivity
HP Service Manager 7.x
ServiceDesk Case Mgmt
via Web Portal
Energy Company
Web
-Serv
ice
Web-S
erv
ice
Service
Catalog
Cisco Services
External Service Provider
Collaborative
KPIs & Reports
Integration Overview with ServiceGrid Span Traditional IT Devices with Newly Connected “Things”
Single Service Management Solution
• complete transparency on the end-to-end support process
• real time updates to support transactions
• executive dashboard with all support visible in one place
ServiceGrid Connect Once, Connect All – Any System, Any Tool
* Applications can run on leading database systems including: IBM DB2, Microsoft SQL Server, Oracle and others
Connections to SM Applications and Systems
• Applix
• Axway B2Bi Gateway
• AOTS Remedy
• BMC Remedy IT Service Management Suite
• BMC Remedy Service Management Desk
• BMC Service Desk Express
• CA Service Desk
• CA Service Management Suite
• Clarify
• E2open
• Fujitsu Poms2/Perle
• helpLine
• HP Openview
• HP Peregrine
• HP Service Center
• HP Service Manager
• IBM Maximo
• IBM RCMS
• iWave
• Lotus Notes
• MS Access
• MS Biztalk
• MS Exchange
• MS Navision
• Netweaver
• Oracle CRM
• Pivotal CRM
• Salesforce
• SAP CRM
• SAP Solution Manager
• SAP XI
• ServiceNow
• Siebel CRM
• Tibco
• Webmethods
• 3rd Party Customer
Applications*
• HTTPS SOAP
• HTTPS Post
• Rosettanet
• SMTP
• FTP/SFTP
• T1.278
• SMS
• AS2/EDI
• BMC Event & Impact Manager
• HP
• CA Spectrum
• IBM Tivoli Netcool OMNibus
• Infovista
• Nagios
• SAP Modules
MM & SD
• MS Apertum
• 3rd Party Logistics Applications*
• CA CMDB
• HP Universal CMDB
• SAP MM & SD
• Salesforce
• BMC Atrium CMDB
• CA CMDB
• HP Asset Center/ Asset Manager
• SAP CMDB
• Update Marketing Manager
• XML
• CSV
• XLS
Universal Transport Methods Event Monitoring Systems Logistics Applications Master Data Systems
Application Ports Data Formats
Build or Buy: ServiceGrid Scales
• Break point at 3+ integrations
• No integration standards – each integration
a new project
• Not scalable, offers no transparency
• Longer project duration
• More resources required to delivery
• High maintenance
• Lack of best practice
• Standardized integration method
• Fixed price
• Reduced risk
• Faster time to market
• Scalable deployment model
• Comprehensive reporting available
• Investment protection
Buy - ServiceGrid Build - Custom
Build your Dynamic Support Network in 4 Phases
Result: Transition from
integration project to
standardized
Integration Process
Standardize
Integration
Process
Result: First Service Partner
is integrated via
ServiceGrid
Integration
of First
Partner
Result: Own Service
Management DNA is
available
(End-2-End
transaction patterns
are defined)
Setup of
Integration
Standards
Result: Own ITSM
Application is
connected to
ServiceGrid
Ready for
Integration
Phase: 1 2 3 4
What is ServiceGrid
ServiceGrid is an Integration Platform in
the Cloud That Seamlessly Connects Enterprise
IT and Service Providers to Enable Automated
Multi-party Service Collaboration.
• Automate multi-tiered support networks
• Enable real-time SLA and vendor management
• Build and scale support ecosystems
Collaborate
Update and Close
Escalate Request
Collaborate
Submit Request
Resolve and Update
SaaS MSP
Telcos