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Find the Right Person, Solve Customer Problems Faster

Given the complexity of enterprise networks, solving a problem reported by a customer can often mean drawing on the expertise of multiple Cisco support engineers (SEs). But with more than 2,300 Cisco SEs worldwide, we needed to give them online tools for finding colleagues who know the right information and are available right now to offer help.

We developed these tools in the form of a “Find an Expert” application, which allows the engineers to identify and collaborate with experts who match the skills they require to solve tough customer problems. The application shows a detailed view of each expert’s skills, then provides collaboration buttons that are implemented in the internally developed case-management applications also used by the busy Cisco SEs. Read More »

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Collaboration is Hot … Very Hot: Cisco’s Approach

Why is Cisco’s approach to collaboration different?

If you’ve been following the trends in collaboration, you know that several technology companies have developed various forms of collaboration solutions. As I’ve said in my previous blog, Cisco’s solution to collaboration is Cisco Quad which is an approach rooted in communications (stemming from our core competency in unified communication) and video (another area of our expertise is in video conferencing and services). We believe it’s this killer combination of communications and video that will ultimately best define and drive collaboration and, of course, include the ability to access text and content along the way.

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Cisco Data Center 2011-Texas: Dynamic or Static UPS?

Cisco’s existing production data center in Texas has 1920 batteries protecting IT loads in the event of a utility power failure. Our Texas Data Center 2 (DC2) will have zero.  Running at around 3000 rpm to generate 480V (60Hz) of electricity, the dynamic rotary UPS system will provide Texas DC2 with efficient, reliable backup power that’s both planet friendly and a sound investment.  And if you read more below, I’ll tell you why.

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Collaboration is Hot … Very Hot: What is Collaboration?

WHAT IS COLLABORATION?

Picking up on my last blog, I’d like to delve into the topic of:  “what is collaboration?”

We’ve defined enterprise collaboration as a consolidation of four key elements:

  1. Connecting the right people, resources and content at the same time
  2. Communicating more effectively and efficiently
  3. Collaborating internally and externally
  4. Learning from all

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Cisco Data Center 2011-Texas: ITaaS Clouds Over ITIL

With the rapid increase in cloud services adoption, many in the industry are asking: Is the current IT Infrastructure Library (ITIL) service management framework relevant to emerging cloud and IT-as-a-Service (ITaaS) providers? In Cisco IT, we think it is. When our new Texas Data Center 2 (DC2) facility is complete, Cisco IT will be delivering private cloud services to our internal customers and transforming into an ITaaS provider. To find out more about how both Texas DC2 and ITIL are integral to this transformation, read more below.

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