Steria is a leading provider of IT-enabled business services with 20,000 employees worldwide. Steria serves private and public sector organizations across the globe – with operations across 16 countries throughout Europe, India, North Africa, and Southeast Asia. With their expertise in IT and business outsourcing, Steria provides innovative solutions to help their clients improve efficiency and profitability.
One of Steria’s recent challenges was how to satisfy its clients’ desire to improve employee productivity and enable employees to work from any device. While IT-as-a-Service is becoming an increasingly competitive market in the Americas, offerings in Europe are still sparse – so this was also an opportunity to provide competitive differentiation for Steria’s services. Steria turned to Cisco to solve 3 key problems:
1. Providing employees with instant on-demand provisioning of desktop software and easy access to workplace IT resources,
2. Enabling employees to work from any device anywhere, and thus optimize computing Total Cost of Ownership (TCO),
3. And providing a simple, user-friendly portal and service catalog to make software offerings easily accessible.
It’s hard to believe but it’s ten months since I first blogged on Cisco Domain TenSM, which is Cisco Service’s framework to guide you on your path to data center and cloud transformation. I’ve now covered all ten domains of this concise and powerful model. I’ll now collect all articles -- including my most Cisco Domain Ten article around the breadth of SDN adoption challenges -- into this one article as a useful summary. So forgive the brevity and please do dive into the links/URLs for more information if indeed you missed these articles first time. And if you’ve read every article and watched our VoDs, please do let me know what you thought of the series -- oh, and thanks!
Going back, now, I started in December 2012, with our launch of Cisco Domain Ten, where I set the focus for my series of articles as cloud transformation. Let me summarize each article with (and for those that know me you’ll know this is a struggle ) just one sentence with the key message from each blog/domain.
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.
When was the last time you turned on your new gadget, opened an app, or logged onto a website and found that you needed to attend a training course before you could use it effectively?
At times, we in the IT industry fall into the trap that we need the most advanced technical capabilities. After all, this is the great force that has produced numerous inventions and has made our lives better. However, when we focus too much on technical details rather than meeting our users’ needs, we fail to deliver not only for our customers but also for our business.
The IT team at a major global manufacturer recently told me about their company’s major investment in user experience design, because it is important for their brand image and business success. They are applying user-centered design not only to the products they make, but also to the IT systems they implement in-house. Even the U.S. government has a usability and user-centered design practice under http://www.usability.gov/basics/ucd/.
This year, our software development team embarked on a user experience update for our IT service catalog software by applying the user-centered design principle. We are showcasing this new user interface and introducing a new product name for the software – Cisco Prime Service Catalog – at Cisco Live Orlando this week.
Here is a preview of the next-generation user interface for Cisco Prime Service Catalog:
This new user experience highlights the services that end users may be interested in, with lists like “Most Popular Services”. If a user has a certain model of IP Phone, the service catalog may feature associated items such as a compatible headset. This familiar ecommerce experience is still governed by the service catalog’s entitlement and approval process, so the service owner has full control over service consumption. User experiences like this will help transform employees’ impression of their IT department. Service providers will also find that they can configure this new user interface to portray the brand image and customer experience they want to project.
I introduced the Cisco Domain TenSM framework for data center and cloud transformation back in December, and after my previous blog discussing “Domain 4: the User Portal“, it’s now time to discuss Domain 5, which considers Service Catalog and Management. In this post, I’d like to illustrate the important, central role the service catalog has in data center transformation, and also discuss some of the key challenges, considerations and deliberations you should go through as you specify the requirements for, and ongoing evolution of, your IT service catalog. I’ll also point you to a free white paper from our Cisco Services experts.
Cisco Domain Ten -- Highlighting Domain 5: Service Catalog and Management