(If you haven’t heard about Cisco IT’s eStore, be sure to check out my recent write-up about eStore. You can also read the case study here, and read more from Adel du Toit who blogged about Cisco IT’s initiative here last June.)
We are thrilled to see Cisco IT being recognized for it’s internal Cisco Prime Service Catalog deployment. It’s a great testament to the innovative partnership between our product engineering teams and our internal IT organization.
That’s not all … This week at Interop Las Vegas, adjacent to the InformationWeek Elite 100 awards ceremony, was the announcement of the newCisco Mobile Workplace Solution – where Cisco Prime Service Catalog serves as the unified IT storefront for mobility services (you can read a great overview of the new solution from Jonathan’s blog post here). We showcased a live demo of the award-winning Cisco IT internal implementation of the Cisco Prime Service Catalog: the Cisco IT eStore.
As enterprise IT organizations adopt and implement their mobility strategies, they are learning just how much their end users expect and need in today’s increasingly mobile environment. For example, they need a simple, easy-to-use, and automated solution for ordering all of the mobility and other workplace services an IT organization may offer – rather than having separate portals for requesting smartphones, tablets, mobile apps, desktop software, laptops, or BYOD services. A unified service catalog and single access point for all IT services increases workforce productivity, with a better employee experience and improved satisfaction with IT.
As Jonathan describes in the blog post linked above, organizations typically begin from a device-focused approach. IT often focuses on corporate-liable devices or employee owned devices, providing an easy way to onboard these devices and access basic services. Then, organizations progress to the application-focused phase, where the enterprise leverages mobile applications to provide productivity and empower employees.
The third and final step in the enterprise mobility journey is experience-focused. After having fulfilled the initial device-focused and app-focused stages, organizations are becoming experience-focused and prioritizing service automation to improve the employee experience and provide an easy-to-use, automated self-service experience.
We had some exciting sessions featuring Cisco Prime Service Catalog at Cisco Live Milan a few weeks ago. In case you missed it, we featured two great customer case studies.
One of them was Steria, a multinational service provider headquartered in France who has deployed Cisco Prime Service Catalog and FlexPod for their cloud services and innovative Bring-Your-Own-Device (BYOD) solution: “Workplace on Command.” You can click here to download their Cisco Live presentation, and check out their written case study here.
The other customer we featured was a Fortune 100 enterprise: none other than our very own Cisco IT. The Cisco Live presentation about their internal IT service catalog deployment (dubbed “eStore”) is here – you can also read a detailed case study write-up here.
[Screenshot of eStore: the Cisco IT deployment of Cisco Prime Service Catalog]
Adel du Toit, who heads the Cisco eStore project, wrote a blog post about Cisco IT’s initiative here last June. Led by Adel and her colleageues, the internal Cisco IT eStore has been rapidly evolving, and has been deployed for a variety of use cases, including BYOD, mobile apps, collaboration, communications, desktop services, employee onboarding, networking, data center computing, and much more. Powered by Cisco Prime Service Catalog together with Cisco Process Orchestrator for automated service provisioning, the eStore is the “one stop shop” for all IT services within Cisco.
[Cisco IT’s eStore: a unified IT service catalog for all internal tools, apps, and services]
Recently, the eStore upgraded to the latest version of Cisco Prime Service Catalog, version 10.0. The eStore has also rolled out a mobile user interface that allows Cisco employees to download mobile apps to increase productivity and reduce unproductive approval cycles.
[The Cisco IT eStore mobile version]
This has enabled Cisco IT to provide a consumer-oriented shopping experience for IT services to all our employees, not unlike their experience as consumers with Amazon.com and the Apple App Store.
Interested in learning more? Join us on February 26th at 11 am EST / 8 am PST to learn more about how Cisco IT is automating IT-as-a-Service via the eStore and Cisco Prime Service Catalog. You can register here: http://cs.co/6014eN9j.
As previously introduced in my colleague Song’s blog post, Cisco Prime Service Catalog is an industry-leading IT service catalog solution for any managing any type of service request – from desktop to mobility to data center. If you aren’t familiar with our product already, make sure to watch this video:
In most organizations, there is no single system or “app store” that end-users can use to request all the IT tools and services they need to do their job. There are typically different siloed processes for ordering, fulfilling and tracking each of those IT resources (e.g. mobile devices, laptops, applications, infrastructure, access to systems). And with the continued proliferation of new technologies and applications, this has become increasingly frustrating for end-users – and more challenging for IT service delivery teams. Cisco Prime Service Catalog provides a modern and unified approach to solve these problems, with a simple and user-friendly service catalog that eliminates the complexity of ordering services across these different IT silos.
The results? Increased productivity for end-users. Faster and more efficient IT service delivery. Higher IT customer satisfaction scores and greater IT-business alignment.
So what’s new in the latest version of Cisco Prime Service Catalog? Version 10 is packed with several new features and enhancements, including:
A next-generation HTML5 user interface with new capabilities. The user experience for our IT service catalog was inspired by consumer internet sites and app store concepts, and developed in collaboration with Cisco’s own IT organization. In this modern new user interface, end-users can easily search and filter for different apps and tools to find specific services, select and configure the options they want, and place them in their shopping cart.
Depending on who they are in the organization, end-users will have a different view of the catalog – based on role-based access controls. So your employees can search and browse through the catalog to find and download different mobile and desktop apps:
Flexible policy frameworks to enable greater control of available IT services. For example, we’ve added new quota functionality for managing IT resource requests. Quotas are especially useful when automating the delivery of finite resources like storage or compute capacity, or managing against departmental budgets or grants. Another examples is our new policy alerts and enforcement for lease expirations, to notify users before auto-expiring their access to particular resources. Providing your users with the option to automatically extend or cancel their lease can improve resource utilization and increase customer satisfaction.
Finance and demand management enhancements for showback and a “bill of IT”. All IT service providers charge for their services, but the concept of pricing and costing is still new for many enterprise IT organizations. Showback is a typically starting point, and we’ve added new capabilities to differentiate pricing for different classes of service (e.g. gold, silver, bronze) for different departments or tenants. Chargeback is often challenging for many IT departments to implement organizationally, but showback can provide a “bill of IT” with the details of who is using how much of what – without actually implementing cross-department charging. In other words, it shines a light on actual IT consumption and costs. In this new release, we’ve also made it easier to integrate with 3rd party billing systems and tools (e.g. Cloud Cruiser) to help automate financial cross-charges between departments
You may have heard the buzz about the internal Cisco IT deployment of Cisco Prime Service Catalog, dubbed the “eStore”. It’s been featured in a number of articles in the media as the internal enterprise app store that powers Cisco’s BYOD and mobile apps program – and provides Cisco employees with a one-stop shop for all IT services (from desktop to data center). If you’re attending Cisco Live in Milan later this month, you can learn more about the case study in this “Inside Cisco IT” session here.
Another service catalog case study that we’re featuring at Cisco Live Milan is Steria. Steria is a great example of one of our service provider customers in Europe; they’ve used Cisco Prime Service Catalog to enable on-demand, self-service delivery for a broad range of IT workplace services, including desktop and mobile applications. You can read more in my earlier blog post – or if you’ll be in Milan, check out the session here.
During the week of Cisco Live Milan, you will also hear more about Cisco Prime Service Catalog version 10.0 in the context of our soon-to-be-announced new release of Cisco Intelligent Automation for Cloud (IAC). Cisco Prime Service Catalog is one of the bundled components within this cloud management software solution, so the enhancements in version 10 are also reflected in the upcoming new release of Cisco IAC. You can join one or more of the Cisco Live Milan sessions listed here to learn more about Cisco IAC.
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.