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.