In this installment of the “We’re Listening” blog, Steve Young discusses how Cisco’s Technical Assistance Center (TAC) teams are using collaboration processes to solve customer problems faster. Steve is Director of the TAC’s Service Delivery Transformation efforts.
By Guest Contributor Steve Young
In my last blog posting, I discussed what we’re doing to get you, TAC customers, to the right expert, right away, when you need support. This time I’d like to focus on what we’re doing to improve your experience once connected with that engineer. Read More »
Tags: cisco_services, contact center, Technical Support, we-are-listening
Just a few short years ago, if your car broke down, you would automatically take it to your local mechanic who would identify the issue and fix it. Fast forward to 2013 – today we live in an era where our cars tell US when there is a potential issue or it needs a service and, more often than not, they just don’t break down at all. We’ve gone from a reactive, break-fix model to a proactive and, sometimes, even a pre-emptive approach, or warranty as they call it. It’s the technology – specifically the software embedded in our cars and the software that supports and maintains it from the manufacturer – that has fundamentally changed this industry.
There is a similar shift happening in IT. Customer care-abouts are evolving from simply, “make my technology work” to “make my business better.” Drivers such as cloud and mobility are causing us to pause and rethink our traditional approaches and consider new ways to both consume and manage IT. As more and more business and IT activities move into the cloud, the services needed to keep everything running seamlessly become ever more critical.
Services can help companies maintain IT health and, by providing expertise and support, can support this transition to cloud as customer and partners explore new opportunities. Services – in the form of automation, analytics and software – play a crucial role in both extracting more value out of existing infrastructure and driving innovation in new areas. How?
I recently spoke about Cisco’s Smart Services, which use intelligent automation to collect network data, then analyze that data using Cisco’ s deep knowledge base to provide actionable insight to customer and partners. These software-enabled services automate network operations, reduce risk and lower costs – top priorities for any organization, regardless of size.
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Tags: cisco_services, remote management, smart services
In this installment of the “We’re Listening” blog, Kathy Harrington, VP of Global Service Delivery, delves into actions taken by Cisco’s Order Management team to improve your order management experience.
By Guest Contributor Kathy Harrington
We constantly strive to achieve the best possible customer experience in every part of our business. As customers and partners, you’ve told us you want Cisco’s order management process to be less complicated, more efficient, and take less time. Your feedback is taken seriously and has resulted in several improvements to ensure placing a product or service order with Cisco is fast and simple. Read More »
Tags: cisco_services, order management, we-are-listening
The “We’re Listening” blog continues to look at actions taking place across Cisco to improve your experience working with us. In this post, Jim Fuller, Senior Director of Technical Services focused on entitlement, joins us to talk about improvements to services accessibility.
By Guest Contributor Jim Fuller
Imagine you’re in the back seat of a taxi—the driver is in complete control. You have little to no control on speed or route, limited visibility, and no power. Now, imagine you’re the driver—you control speed and course, have full visibility, and it’s your hands on the wheel—you are empowered. That’s what I’m going to talk about—improvements we’re making to simplify customers and partners’ ability to take the driver’s seat. Read More »
Tags: cisco_services, entitlement, we-are-listening
This week at the Gartner Data Center Conference in Las Vegas, Cisco Services is unveiling Cisco Domain Ten(SM) – Cisco’s Framework for Simplifying Data Center and Cloud Transformation.
Cisco Domain Ten can be applied to a diverse range of data center projects – from cloud and desktop virtualization to application migration and is equally applicable whether your data center is in enterprise businesses, public sector organizations or service providers. The video here describes how we apply the Cisco Domain Ten to the private cloud use case, as one example. We’ll discuss additional use cases in future blogs and associated collateral that I’ll point you to.
Born from our extensive experience over the past years in helping customers transform their data centers, based upon the many cloud deployments – private and public, enterprise, public sector and service provider – that we’ve enabled over the past few years, we’ve formulated this comprehensive framework to help you transform your data center and guide new initiatives including cloud, virtual desktop, application migration, and data center consolidation. The Cisco Domain Ten framework covers ten key areas – domains – that – based upon our experience – are critical to consider, plan for and address as part of your data center and cloud transformational journey, and is illustrated in the diagram below. Relating this framework to other key components of Cisco’s data center strategy, you can think of the Cisco Unified Data Center as the what of the data center, whereas Cisco Domain Ten complements this by guiding you on the how (to transform).
Cisco Domain Ten - Simplifying Data Center Transformation
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Tags: Application migration, architecture, cisco_services, cloud security, cloud_computing, compliance, data center, intelligent automation, processes, Service Catalog, Service Orchestration, unified computing, Unified Data Center, Unified Fabric, virtual desktop, virtualization