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Case Study: Atos Enables Self-Service IT with Cisco Prime Service Catalog

I recently wrote a blog post about Steria, one of our Cisco Prime Service Catalog customers (you can also read their case study here). Today, I’m proud to introduce another case study on an IT service provider customer using Cisco Prime Service Catalog: Atos.

Atos Societas Europaea (SE) is a global leader in IT services with 77,000 employees in 52 countries worldwide. Cisco has a strong partnership with Atos in several areas including data center, cloud, and collaboration – and they are a customer of multiple Cisco solutions.

In particular, there is a division of Atos that provides managed  services for North American companies. This division of Atos offers a broad range of services for their enterprise customers including new employee onboarding, provisioning smartphones and tablets, requesting Cisco WebEx accounts, provisioning of physical servers and virtual machines for data center operations, and more.

To meet the IT service needs of their large customer base, Atos needed to speed up the service delivery process and serve more customers without adding additional IT staff.  According to Atos’ manager of process automation, Kert Gilpin, “We measure success by how much we can reduce service requests by email or phone and how quickly we can fulfill requests. To continue growing, we needed to automate IT service requests. We wanted to deliver IT as a Service.”

Customer Case Study: Atos Automates Fulfillment of Service Requests from Cisco Data Center

Now, thanks to Cisco Prime Service Catalog, Atos is serving more customers, faster, with the same size IT staff. Cisco Prime Service Catalog provides the one-stop shop for Atos customers to request a broad range of IT services (with more than 1,700 service options and configurations). From 2010 through 2013, Atos used the service catalog to process more than 1.5 million IT service requests from it’s customers – including more than 250,000 approvals for more than 260,000 users.

On the front-end, employees at each customer can log into Cisco Prime Service Catalog’s web-based portal interface for self-service access to their organization’s available services. On the back-end, Cisco Prime Service Catalog is integrated with the customer’s existing systems to automate provisioning for each service request. Some of the most commonly requested services in the Atos catalog include:

  • Server setup or decommissioning: Cisco Prime Service Catalog can be integrated with the customers’ data center infrastructure automation tools to enable self-service provisioning.  “Before, multiple people had to perform a manual task to provision a physical or virtual server,” Gilpin said.  “Now we use Cisco Prime Service Catalog to automate approximately 50 tasks in the workflow, taking different actions depending on the conditions.”
  • Distribution of Windows software updates and patches: For this popular service, Atos integrates Cisco Prime Service Catalog with the customer’s Microsoft Systems Center Configuration Manager (SCCM) server.  Employees receive an automated notification when software application upgrades are available. Then they just click to install the upgrade or patch.
  • Employee onboarding services: Through integration between Cisco Prime Service Catalog and their customers’ Oracle and PeopleSoft HR systems, Atos has automated new hire onboarding, transfers, terminations, leaves of absence, name changes, and changes between contractor and employee status.

This combination of self-service ordering and automation is powerful – with real and tangible benefits.  “Automation means customer requests are fulfilled more quickly,” Gilpin said. “The request is generally complete in minutes, compared to days or weeks when we manually provisioned services. And our IT team now has more time for activities that provide value to our customers.”

You can also read the full Atos case study here, and learn more about Cisco Prime Service Catalog at cisco.com/go/service-catalog.

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Cisco and Microsoft: Radically Improving I.T. Effectiveness Together

Today at Microsoft’s Worldwide Partner Conference (WPC 2014) in Washington D.C. we entered into a new phase of our Microsoft relationship. Together Cisco and Microsoft announced a multi-year, worldwide sales and channel program focused on driving infrastructure solutions for Server Migration, Private Cloud, and SQL Server engagements. Based on key technologies such as UCS, Nexus, Hyper-V, and Windows Server 2012 R2 these solutions help to enable I.T. organizations to radically improve their I.T. effectiveness while improving their business outcomes.

At Cisco we believe our foundational technologies -- with UCS as the compute platform, Nexus as the switching platform, and with UCS Manager and System Center management integration – provide customers an optimal infrastructure for their Microsoft Windows Server workloads of SQL, SharePoint, Exchange, and Cloud.  Our industry leading UCS integrated infrastructure solutions combined with storage from EMC or NetApp, delivers an even more robust end-to-end value proposition via our FlexPod or VSPEX offerings to our customers. These solutions position our customers well on their respective journeys to the cloud. You’ve read my thoughts here; but let’s hear from Microsoft and their comments on Cisco, Microsoft, our partnership, and value to our joint customers:

We have focused heavily on infrastructure solutions for the Microsoft ecosystem over the past ~2 years and now that our UCS integrated infrastructure architectures are proven we will be putting more emphasis on discrete Microsoft workload solutions. Our initial focus will be on Microsoft SQL Server 2014 and how UCS and its differentiated features, such as Service Profiles and Cisco SingleConnect, deliver improved performance, availability, and scalability.  Satinder Sethi, Vice President of UCS Engineering, details out the benefits of UCS and SQL Server 2014 in this video:

The solutions we deliver to our customers, whether they be private or hybrid cloud, workload or infrastructure focused, are architected and engineered by Cisco, and certified for the Cisco Validated Design (CVD) program as well as certified for the Microsoft Fast Track program. This delivers more value for customers as the prescriptive guidance in each solution offering enables customers to accelerate their deployments with lower risk.

If you happen to be at WPC 2014, please stop by the Cisco booth #801 to speak with our Experts; see things hands on; and simply learn a bit more.  You can also read more about Cisco’s channel programs for the Microsoft ecosystem in Cisco VP Denny Trevett’s blog.  Finally, please feel free to visit www.cisco.com/go/microsoft.

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The Future of Cloud, Part 1: Six Cloud Providers and Their Vision

This year’s Cisco Live! was tremendous, with 25,000 attendees on-site and another 200,000 attending virtually.  There was a lot of excitement around all things cloud, from how the Internet of Everything will change the way we live, to the role of the Intercloud in forming a seamless fabric between the world of many clouds.

During the show, I spent time with six of our partners who offer Cisco Powered cloud and managed services.  In this series of blogs, I’ll introduce you to each of them and what they shared with me about the future of cloud.  Each of them had a different perspective, but all of them agreed: the cloud represents an incredible opportunity for businesses around the world.

Here are some of the highlights I’ll share in upcoming blogs:

Part 2: Chris Kemmerer, Director, Mobility Solutions, Verizon, shared that part of Verizon’s mission is to bring together the pieces needed to unlock the value of the Internet of Everything for their customers.  “The Internet of Everything has deep meaning to us as everything becomes connected, whether it’s business to business, people to people, people to machines, or machines to machines.  When you have all these things exchanging data, you can improve the way enterprises interact with each other, how consumers interact with enterprises, by leveraging all that connectivity.”  He also shared how Verizon adds value to cloud services by layering applications on the underlying architecture.

Part 3: The importance of transparency in the high performance cloud was described by Dusten Tornow, Director of Infrastructure Products, from OneNeck IT Solutions.  “When we decided to build out our cloud infrastructure, we knew that we wanted to align with enterprise vendors like Cisco because their technologies resonate with our customers as being high performance.  They recognize that if they were to go out and build their own cloud, it would likely look and feel a lot like what we’ve built.  Being able to be transparent with what our equipment is made out of and built upon is a huge advantage for us.”

Part 4: Derek Siler, Director, Solution Engineering – Channel Sales, Sungard Availability Services talked about how building a resilient cloud that can carry businesses into the future requires a resilient foundation.  “We’re building our cloud future around Cisco and around enterprise-grade architectures.  For us, Cisco is absolutely vital.”

Part 5: The value of integration to cloud services was another important topic at Cisco Live!  For Chris Ludwig, SVP GTM Cloud and Hosted Solutions from NWN Corporation, applications integrated with on-premises equipment still have to work when migrated to cloud.  “That was something we did a lot of research on, to make sure that all of the third party companies that we work with on-premises are going to work in the cloud.  We certainly look to Cisco for guidance.  It’s very helpful knowing that if they’re part of the ecosystem, we know that they are going to be a good partner.”

Part 6: Steve Harris, Senior Vice President, National Alliances at Peak 10, echoed the value of a partner ecosystem.  “Today it takes an ecosystem to deliver the business outcome that clients are looking for.  We’ve gone beyond the point where clients are just interested in the technology.  They want the technology to provide a business outcome for them.  Being able to provide that seamless solution with the Cisco ecosystem of partners is incredibly important.”

Part 7: Finally, I spoke with Andy Bird, Executive Director, Product Management and Development at eLoyalty, a TeleTech Company.  He expressed his excitement about Cisco’s Intercloud Fabric.  “Imagine trying to take your data from one cloud and move it to the next.  It’s very difficult to do, because when you look at clouds, you end up getting hooked into them, just like if you were to buy premise gear.  What Cisco has been starting to enable to happen is the idea of creating a fabric between the clouds that allows me to migrate data.  When somebody gets on my platform, they have the ability to go and leverage Cisco in other places.  So they have a different level of confidence.”

Next time: my interview with Chris Kemmerer at Verizon.  Until then, you can read more about how providers are addressing the need for enterprise class services in the latest edition of Unleashing IT.

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Cisco and Microsoft – Driving Data Center Modernization Forward

July 13, 2014 at 1:43 am PST

RexWPC Blog

If it’s mid-July then it is time once again for Microsoft’s annual worldwide partner conference – WPC. For 2014, we find Cisco’s Microsoft team in Washington D.C. joining around ~16,000 other Microsoft partners. The partners come from all around the world and are of all partner types be they VARs, local System Integrators, Global System Integrators, or OEMs. They have come to D.C. to learn what Microsoft has up their sleeves for the upcoming year as well as to hear Microsoft CEO Satya Nadella give his first major WPC keynote. This is Cisco’s fourth consecutive year of WPC sponsorship – from L.A. to Toronto to Houston and now to Washington D.C. – we have amped up our investment year over year to showcase our leading datacenter technologies for the Microsoft ecosystem. Read More »

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#InnovateThink Tweet Chat on Friday, July 11 at 10 a.m. PST: Exploring the Next Phase in Cloud

The World of Many Clouds™ is evolving. With greater access to cloud-based services and applications and the wherewithal to adopt them, CIOs are facing increased IT purchases coming from outside their department. In order for IT leaders to maintain relevance and control they must act as cloud brokers to the lines of business (LOBs). And as private or public clouds are becoming more connected through hybrid clouds, IT must determine not only how to secure these new workloads and connections, but also determine which workload to deploy in which cloud. True hybrid clouds will allow for ultimate workload portability. In doing this, IT will achieve global reach and reliability, consolidation and control, and cost and scale across private, public, and hybrid clouds.

As with any technology, the future of cloud is constantly changing. In the world of many clouds, users experience cloud services anywhere, at any time, and on any device, and in which businesses consume IT as a service. How can IT leaders prepare for the next phase in cloud? Focus on workload allocation, agility and management. Results of the 2014 North Bridge Future of Cloud Computing Survey show 45 percent already, or plan to, run their company in the cloud and 60-85 percent of IT will move some or significant processing to the cloud in the next 1-2 years. As this transition occurs, IT leaders need to consider the following:

Cisco Cloud Tweet Chat 7.10.14

  • What’s your process for determining which workload gets which cloud model?
  • How has that played out? % public, private and hybrid/community?
  • How are you planning now for your next cloud initiative?
  • Security, access, management: What are your priorities for cloud going forward?

Join me on Twitter this Friday, July 11 at 10 a. m. PST/1 p.m. EST for an exciting and insightful hour about the #FutureOfCloud in the #InnovateThink  Tweet Chat.

Follow  @EFuiano and @CiscoCloud alongside @jeffcutler to learn more about how cloud has transformed the business landscape and why companies must continue to keep pace with the possibilities it creates.
Simply use the hashtags #InnovateThink and #FutureOfCloud on Twitter to join the conversation.

 

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