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The eStore Vision Has Become a Reality! A Single Storefront for IT Services

Today’s blog post is by a guest author, Adel du Toit, who is currently spearheading the effort by Cisco’s internal IT organization to deliver IT-as-a-Service internally, dubbed the Cisco IT “eStore.” Recently, the eStore team took home multiple awards, you can read more about that here. (If you’re not familiar with the eStore, be sure to check out my other blog posts regarding the eStore here and here.)

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Over the last few months I had to take a few steps back and admire the passion and dedication of the team as our Vision is starting to become a reality.  For those less familiar with the Cisco IT eStore, have a look at the latest customer case study here. You can also check out the demo video below:

In the last few months the eStore team has delivered IT services, to any device, simply, while achieving broad adoption while showcasing Cisco as the #1 IT Company thanks to Cisco Prime Service Catalog, which is the underlying foundation for our end-user storefront interface.

Delivered IT services:

We have 2 ways of delivering IT services and apps.  In estore.cisco.com employees can find the IT services that one needs to order from a desktop or laptop computer. As for mobile devices, employees can go to eStore for Mobile to install the apps he or she needs to stay productive whilst on the go.

Today we have nearly 290 IT services and mobile apps that our users can choose from:

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To Any Device:

It is important to embrace BYOD and at Cisco we live this every day. It was important that the store we created could be used by any device.

Below is a breakdown of the device types that have accessed both eStore over the last 6 months.

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User experience is important to us and we wanted to make sure that the store provides a similar experience to what you would expect when shopping at Amazon or eBay, for example. 

In both our mobile and web interface we have the ability to surface the apps and services most needed by our end users:

desktop

The Cisco IT eStore (Desktop Version)

mobile  The Cisco IT eStore (on iOS mobile)

Adding spotlight content and recommendations is important to help with findability and user experience.  This was made possible by the latest release of Cisco Prime Service Catalog, which introduced a next-generation user interface and powers the storefront that the eStore is built on. Be sure to check out Phillipe’s post on the latest release here.

 

Achieving broad adoption…

One of the most recently added features in the internal Cisco IT eStore has been the addition of desktop software for employees to download. Going forward, we expect to see around 20k unique visitors a month ordering Desktop Software from eStore.  For the first time we will have a single, unified platform for both Mac and Windows users to install their software from.

In addition, during our Global Sales Conference (GSX) in Las Vegas in late August we had the requirements to support 18,000 Sales users downloading the recommended mobile apps during the event.  We had to be ready to surface the apps, but also support 18k users downloading the event app in a 15 minute period!

Lots of long hours and planning later, we made sure that all of this happened seamlessly, here are a few statistics from the event:

-       89% of the GSX attendees installed eStore for Mobile

-       During the event we had 5.4k average visits a day

-       81% of the attendees installed the GSX event app from the store

-       49% of the attendees also installed other apps in addition to downloading the event app

-       Very few support issues (less than 40 total!)

-       Our max CPU stayed below 12%

-       With an average load response time of 1.7 secs

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If we take a step back and also look at our overall adoption for Q4, FY14 the numbers look very healthy.  Nearly 50k requisitions in the 3 months period from May to July 2014.

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…While showcasing Cisco as the #1 IT Company

IBA14_Gold_H

The Cisco eStore team is no stranger to awards, and we continue to add our trophy cabinet with our latest award, the Gold Stevie Winner for Information Technology Team of the Year. For more information on the latest awards, be sure to check out this blog post detailing all of the awards we won this year at the International Business Awards.

Want to learn more? We have a webinar coming up on October 8th at 8 am PDT where we will discuss best practices for delivering Enterprise IT-as-a-Service, and delve deeper into the latest developments in both the Cisco IT eStore and Cisco Prime Service Catalog. You can register here.

Thanks for reading. For more info be sure to follow us on Twitter @CiscoIT to learn more about the Cisco IT eStore, and follow @CiscoUM for the latest info on Prime Service Catalog.

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How to Access Real-time Data with High Confidence

April 12, 2014 at 5:44 am PST

Doctors at Carilion Clinic, a hospital in southwest Virginia, are getting a productivity boost with their medical applications. They can complete their cardiology study a lot faster than before because they can review real-time diagnostic imaging files much faster and more reliably.

You see, real-time data is getting a lot of attention in the industry lately. Using analytics and real-time data effectively, people can discover hidden patterns and new clues for better and more timely decisions. This is very exciting. But first thing first. People often have to answer this challenging question: is the captured data, which is often complex and huge in size, dependable enough to begin with?

As an example, imagine that you were having a critical video conversation with a business partner. You were going to make a major decision based on the outcome of this conversation. Would you be confident enough with your decision if the voice and the image stream were messed up as seen below on the left? And would your confidence level be hugely boosted when the voice was clear and the image was sharp as seen on the right?

Carilion case study

Read More »

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Service Provider Network Monetization and Innovative Service Offers

Shruti's Final Portrait-1 copyBy Shruti Jain, Senior analyst, SP Thought Leadership

The latest Cisco Mobile Visual Networking Index (VNI) Forecast 2013-2018, highlights the following key trends:

  • The number of mobile users is growing: By 2018, more than 64% of the world’s population (7.6 billion people) will be mobile users.
  • The number of mobile end user devices and connections is increasing: By 2018, there will be more than 10 billion mobile-ready devices/connections--including 8 billion personal mobile devices and 2 billion M2M connections.
  • The mobile networks are becoming faster: Average global mobile network speeds will nearly double from 2013 to 2018.

So what are these ever-increasing number of mobile users doing with more devices on faster connections?  According to our analysis, mobile subscribers are using a variety of services ranging from text-based simple services to interactive multi-media mobile services such as video streaming and communications.

As mobile operators make significant investments to deploy higher performing next-generation technologies, they are coming up with innovative ideas to monetize these networks by creating new business models to offer customer value.  An example of this innovative approach is Bharti Airtel’s One Rupee Mobile Video Service, which addresses the end-user affordability issue while Read More »

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High-Tech Hotel Receives Cisco Upgrade and “Powers Up” Guest Experience

Traveling can be stressful – for business or leisure – and hoteliers do their best to make sure that the hotel in which you choose to stay during your time away from home provides the best worry-free conveniences available.  High-tech hotels are taking steps in the right direction by offering in-room automation, loyalty perks, mobile check-ins and more to enhance the guest experience.

But even luxury, high-tech hotels need upgrades sometimes.  To validate this point, we look back at Boston in March 2012 at an event referred to as the ‘Back Bay blackout.” Unfortunately, an electrical fire in Boston left thousands without power. I imagine the scene was a little chaotic without lights, phones and Internet. The Mandarin Oriental, Boston and its guests were also left without access to phones or Internet during this power outage. Read More »

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Church uses wireless technology to bring community together

Cisco Connected Church MidMarketInstead of having people travel to a singular physical location every week, this church brings their services to the people, therefore reducing barriers in spreading their message.

Eastlake community church is located across 8 campuses in Seattle area in Washington. Their main objective is to create a feel of a singular church across physically disconnected campuses.

The use of technology such as video allows them to do connect to a wide audience like never before. In addition to delivering their main services, they are also able to offer secure child services at their locations using electronic check-ins.

Unique challenges

In order to conduct their services week by week, they required a reliable network with a widespread wireless network with simple management for their volunteer-based IT. They also needed to keep their operational costs low considering the nature of their organization. More interestingly, Eastlake church faced some additional unique challenges. Out of their 8 locations, only 2 of them are permanent while the others are “pop-up” locations such as schools and public places.  All these dynamic, “pop-up” locations needed to support secure BYOD and yet simple management. Read More »

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