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.
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.