Cisco IT has always encouraged employees to use the tools that help them work most efficiently from anywhere on any device.
As the range of IT services we offered has increased, we noticed that the process of acquiring the various tools became complex and confusing. We had a number of different internal sites (aka “stores”) within Cisco, each offering different systems for employees to request services. This complexity impacted the user experience and productivity of these employees.
In order to simplify the employee experience with Cisco IT, we made the decision to consolidate all these different systems into a single online service catalog – effectively a unified e-commerce storefront for our IT services – where our employees could find services they needed to do their jobs.
We thus created Cisco IT’s “eStore”.
Our goal was to improve employee satisfaction, decrease support costs, and increase employee productivity. We had to find a way to increase adoption and transparency of our existing IT services.
Cisco IT knew that a platform to consolidate these services into one unified service request system could be built on top of Cisco Prime Service Catalog, our own end-user portal and service catalog solution. This solution provides enterprise IT management capabilities that enable entitlement, approvals, service taxonomy control, and even chargeback.
The mobile satellite communications market is experiencing strong growth globally with mobile workers, cargo, and remote applications driving the industry. This diverse market consists of handsets, modems, ships, human passengers, and machine-to-machine (M2M) modules that bring satellite services to a diverse range of applications, further driving rapid traffic growth and bandwidth demand from machines and humans alike.
As a result of this, however, Satellite Communications (SATCOM) service providers are straining to keep up with this tremendous demand and growth. They are challenged to seamlessly integrate with terrestrial networks, and as if this is not enough, much like the similar challenges faced my terrestrial mobile operators, they also need a solid plan for how they will address the data traffic explosion coming onto their networks in the next three to five years. Read More »
One of the themes of my posts is that the overall ONE strategy, including virtualisation, would create an environment for network systems development that would meet the expectations of systems developers accustomed to the “enterprise” style of software development.
An enterprise systems developer expects the required systems resources for software development to be readily available for development and test purposes. When those resources constitute web application servers and databases, this is trivial with virtualisation, and generally unremarkable in today’s enterprise environments.
When those resources constitute expensive, high-end, routing and switching platforms, though, life is not that straightforward. A major part of a network engineer’s time is spent on obtaining, connecting and configuring network equipment for demonstration and test purposes. You can’t just try an idea out when it occurs to you, as the required network platforms often can’t be available when, and in the configuration, you want.
But imagine what you could do if those network resources were available at a click of a button. What if network engineers had the same capabilities as software engineers to create virtual environments of near perfect fidelity? Well, with the technology of the Virtual Internet Routing Laboratory (VIRL), that we are demonstrating at Cisco Live in Florida, that possibility is getting closer. Read More »
When was the last time you turned on your new gadget, opened an app, or logged onto a website and found that you needed to attend a training course before you could use it effectively?
At times, we in the IT industry fall into the trap that we need the most advanced technical capabilities. After all, this is the great force that has produced numerous inventions and has made our lives better. However, when we focus too much on technical details rather than meeting our users’ needs, we fail to deliver not only for our customers but also for our business.
The IT team at a major global manufacturer recently told me about their company’s major investment in user experience design, because it is important for their brand image and business success. They are applying user-centered design not only to the products they make, but also to the IT systems they implement in-house. Even the U.S. government has a usability and user-centered design practice under http://www.usability.gov/basics/ucd/.
This year, our software development team embarked on a user experience update for our IT service catalog software by applying the user-centered design principle. We are showcasing this new user interface and introducing a new product name for the software – Cisco Prime Service Catalog – at Cisco Live Orlando this week.
Here is a preview of the next-generation user interface for Cisco Prime Service Catalog:
This new user experience highlights the services that end users may be interested in, with lists like “Most Popular Services”. If a user has a certain model of IP Phone, the service catalog may feature associated items such as a compatible headset. This familiar ecommerce experience is still governed by the service catalog’s entitlement and approval process, so the service owner has full control over service consumption. User experiences like this will help transform employees’ impression of their IT department. Service providers will also find that they can configure this new user interface to portray the brand image and customer experience they want to project.
Some of our Cisco Services strategy and design consultants and leaders are at CiscoLive in Orlando this week. If you are around, please take some time to learn from their hands on expertise. They are the leading exponents in designing and deploying Cisco data center solutions. If you’ve following my blog posts over the past few years, especially more recently on Cisco Domain TenSM and Cisco ONE as our solution for the challenges of SDN, you may well indeed be interested to meet some of the people behind the innovation and successful customer transformations.
Cisco Domain Ten -- Meet the Leading Cisco Domain Ten Experts at CiscoLive this week
We have a few presentations in the Cisco Campus Solutions Theater and also some “Design Centers”.