Empower Your Support Ecosystem with Cisco ServiceGrid

Rob Walker

Sr. Manager, ServiceGrid Business Unit

“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,AT Kearney

© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public

Growing Complexity and Costs in the Service

Business

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: Gartner²source: 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.

Increased Use of Cloud Services

Move towardsMulti-Sourcing

© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public

Multi-Party Support: Key Challenges

Servicedesk

Technician

ServicedeskServicedesk

End User

Service CustomerService Customer Managed Service ProviderManaged Service Provider Vendor/PartnerVendor/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

© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public

The Power of Seamless Multi-Party Integration

Individual Connections

• No standardization, not scalable• Time-consuming implementation• Costly and complicated changes • Lack of visibility about Service Levels• No consistent view of the processes

Custom DevelopmentCustom Development

Your Company

Your Company

Connect Once – Connect All

• Quick integration of multiple sources• One central integration platform• Seamless and automated processes• Consistent service level management• Vendor governance

ServiceGridServiceGrid

Your Company

Your Company ServiceGrid

Manual Information Sharing

• Manual communications, high efforts• Inaccurate, incomplete data exchange• High chance of multiple case entries

and double keying (‘swivel chair’)• Your company carries the full burden of

coordinating all support issues

No AutomationNo Automation

Your Company

Your Company

Provider/ Vendor

Provider/ Vendor

© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public

ServiceGrid Multi-Party Support CollaborationIntegration Platform Within the Cloud

6

Enterprise IT

ITSM

Enable ecosystem collaboration

• Outsourcers• Managed Service Providers• Telco’s

• Vendors• Cloud Service Providers• IoT

Active SLA & Vendor

Management

Active SLA & Vendor

Management

Unified Governance & Analytics

Unified Governance & Analytics

Industry Benchmarks

Industry Benchmarks

Click to Connect Collaboration

Click to Connect Collaboration

Portal & Mobile Access

Portal & Mobile Access

Plug & Play Bi-Directional Integration

Plug & Play Bi-Directional Integration

ServiceGrid in the Cisco Inter-Cloud

Map processes and connect once

Configure collaboration rules for each partner

© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public

ServiceGrid - Connect Once, Connect All

7

Web Ticket Exchange SLA Management

System Connection Standard Workflow Real–Time Alerts

CollaborateCollaborate

Escalate Request Escalate Request

CollaborateCollaborate

Submit Request Submit Request

Update and Close Resolve and UpdateResolve and Update

SaaSMSP

Telcos

Standardized• Multi party process• Configurable workflows• Common web service

Integration in the Cloud• Connect once • Add ecosystem members

Two Ways to Engage• System to System• Web ticket exchange

Performance Management• Real-time SLA events• Comparative analytics

© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public

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 Customers Business

Acceleration & Automation ofService Delivery

Acceleration & Automation ofService Delivery

Management of Multi-sourcedIT Service

Management of Multi-sourcedIT Service

End-to-End SLA Monitoring &Benchmarking

End-to-End SLA Monitoring &Benchmarking

3rd Party Connections Made Easy

3rd Party Connections Made Easy

© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public

ServiceGrid Benefits

Average Cost to Serve• Connect Once – Connect All

• High standardization

• Duplicate entry and manual errors eliminated

• Leverage existing systems

Mean Time to Resolve• Seamless & automated

processes

• End-to-End support collaboration

• Simplified SLA monitoring

• Real time updates

Customer Satisfaction• Unified user experience

• Improved collaboration

• Transparency

9

10%Higher10%Higher

27%Faster

27%Faster

50%Lower

50%Lower

© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public

• International service processes via one central platform (41 countries, 5 continents)

• Rapid implementation of time-critical projects and quick integration of new partners

• Cost- effectively extended new projects, enabling growth and increases profit

ServiceGrid Use CaseKapsch TrafficCom

• Cloud based integration platform for seamless end-to-end service processes

• Multi-tenant system for project specific implementations

• Mapping workflows between individual processes

Customer ChallengeCustomer Challenge Service SolutionsService Solutions Impact on CustomerImpact on Customer

• Limited collaboration and manageability of service delivery process

• Difficulty in accessing and sharing information among service partners, limiting process transparency

• Complicated time-critical projects • Complex cross-continental structures