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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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Next Generation Data Center Design With MDS 9710 – Part II

EMC World was wonderful. It was gratifying to meet industry professionals,  listen in on great presentations and watch the demos for key business enabling technologies that Cisco, EMC and others have brought to fruition.  Its fascinating to see the transition of DC from cost center to a strategic business driver . The same repeated all over again at Cisco Live. More than 25000 attendees, hundreds of demos and sessions. Lot of  interesting customer meetings and MDS continues to resonate. We are excited about the MDS hardware that was on the display on show floor and interesting Multiprotocol demo and a lot of interesting SAN sessions.

Outside these we recently did a webinar on how Cisco MDS 9710 is enabling High Performance DC design with customer case studies. You can listen to that here.

Three Pillars of ReliabilitySo let’s continue our discussion. There is no doubt when it comes to High Performance SAN switches there is no comparable to Cisco MDS 9710. Another component that is paramount to a good data center design is high availability. Massive virtualization, DC consolidation and ability to deploy more and more applications on powerful multi core CPUs has increased the risk profile within DC. These DC trends requires renewed focus on availability. MDS 9710 is leading the innovation there again. Hardware design and architecture has to guarantee high availability. At the same time, it’s not just about hardware but it’s a holistic approach with hardware, software, management and right architecture. Let me give you some just few examples of the first three pillars for high reliability and availability.

 

Reliability examples in MDS

 

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MDS 9710 is the only director in the industry that provides Hardware Redundancy on all critical components of the switch, including fabric cards. Cisco Director Switches provide not only CRC checks but ability to drop corrupted frames. Without that ability network infrastructure exposes the end devices to the corrupted frames. Having ability to drop the CRC frames and quickly isolate the failing links outside as well as inside of the director provides Data Integrity and fault resiliency. VSAN allows fault isolation, Port Channel provides smaller failure domains, DCNM provides rich feature set for higher availability and redundancy. All of these are but a subset of examples which provides high resiliency and reliability.

 

Weakest link

 

We are proud of the 9500 family and strong foundation for reliability and availability that we stand on. We have taken that to a completely new level with 9710. For any design within Data center high availability  has to go hand in hand with consistent performance. One without the other doesn’t make sense. Right design and architecture with DC as is important as components that power the connectivity. As an example Cisco recommend customers to distribute the ISL ports of an Port Channel across multiple line cards and multiple ASICs. This spreads the failure domain such that any ASIC  or even line card failures will not impact the port channel connectivity between switches and no need to reinitiate all the hosts logins. You can see white paper on Next generation Cisco MDS here. At part of writing this white paper ESG tested the Fabric Card redundancy (Page 9) in addition to other features of the platform. Remember that a chain is only as strong as its weakest link.

 

Geschäftsmann hat Wut, Frust und Ärger im Büro

 

The most important aspect for all of this is for customer is to be educated.

Ask the right questions. Have in depth discussions to achieve higher availability and consistent performance. Most importantly selecting the right equipment, right architecture and best practices means no surprises.

We will continue our discussion for the Flexibility aspect of MDS 9710.

 

 

-We are what we repeatedly do. Excellence, then, is not an act, but a habit (Aristotle)

 

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“Is It Time To Become a Collaboration Technology Broker?”

It’s no coincidence that when choosing where to work, Type A personalities gravitate to organizations at the leading edge of their chosen field or that enable them to make a real difference. But gone are the days when you see “cell phone provided” in a job offer.  I don’t think I’ll choose my next employer based on what collaboration tools they provide, but I will make a point of measuring how seriously they take collaboration and how it fits into their operations. For me it will always be an important selection criterion.

They say “people don’t leave companies, they leave managers.”  I think people leave cultures that hinder them for ones that promise to set them free.

With so many disruptive technologies and deployment options, it can be difficult for IT teams to support broadening and challenging business needs. Increasingly, and often out of frustration around ‘Slow IT’, individual business units are acting as buying centers themselves; creating an issue of ‘shadow IT’.

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Next Generation Data Center Design With MDS 9710 – Part I

 

High Speed (16Gbps) and High Capacity (384 Line Rate ports per Chassis)

Data centers are undergoing a major transition to meet higher performance, scalability, and resiliency requirements with fewer resources, smaller footprint, and simplified designs. These rigorous requirements coupled with major data center trends, such as virtualization, data center consolidation  and data growth, are putting a tremendous amount of strain on the existing infrastructure and adding complexity. MDS 9710 is designed to surpass these requirements without a forklift upgrade for the decade ahead.

MDS 9700 provides unprecedented

  • Performance - 24 Tbps Switching capacity
  • Reliability -- Redundancy for every critical component in the chassis including Fabric Card
  • Flexibility -- Speed, Protocol, DC Architecture

In addition to these unique capabilities MDS 9710 provides the rich feature set and investment protection to customers.

In this series of blogs I plan to focus on design requirements of the next generation DC with MDS 9710.  We will review one aspect of the DC design requirements in each.  Let us look at performance today. A lot of customers how MDS 9710 delivers highest performance today. The performance that application delivers depend

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Enterprise Mobility and the Award-Winning Cisco Prime Service Catalog

We are proud to announce that the Cisco IT internal implementation of Cisco Prime Service Catalog, dubbed the Cisco IT “eStore”, was honored (and ranked #25) in the InformationWeek Elite 100 awards this week – as one of the most innovative uses of business technology in 2014. You can read more about the awards here.

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(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.)

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The Cisco IT eStore was also nominated as a finalist for a Consumerization of IT in the Enterprise (CITE) award. Stay tuned as the award winners will be announced at the CITE conference at the end of this month.

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 new Cisco 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.

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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.

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