Cisco Blogs

Cisco IT Out-tasks Business Application Management

April 12, 2010 - 1 Comment

Since 2006 Cisco IT has been using Cisco Services (both Advanced and Technical Services) to design, implement, operate, and optimize the network. Now Cisco IT has also begun using Cisco Services to manage IT applications.

According to Guillermo Diaz, Jr, vice president for Cisco IT Service and Software Delivery, Cisco IT strives to enable highly skilled staff to focus on high-priority strategic programs rather than routine day-to-day monitoring and managing of the network infrastructure. IT uses Cisco Remote Management Services (RMS) to support Cisco’s global foundation network, which includes the corporate WAN, LANs, wireless networks, and Cisco TelePresence systems. IT also actively uses other technical services such as the Technical Assistance Center (TAC) and High-Touch Technical Support to operate the Cisco network infrastructure.

Two examples of how IT uses Cisco Advanced Services that Guillermo cites are an annual network audit to fully identify the configuration, supportability and security risks. In addition, an operational audit to evaluate organizational effectiveness, tools, and processes while sharing industry best practices.

Advanced Services also produced a plan to upgrade Cisco IOS software on Cisco’s routers and other network devices. The IT network team had previously conducted this type of study themselves, however it was a time-consuming manual process. Cisco Advanced Services routinely completes these plans for Cisco customers, and has an automated tool in the Cisco Network Collector with detail reports that can provide an overall network wide software upgrade strategy. The Cisco RMS team has a new tool set that helps IT deploy IOS updates quickly and efficiently with minimal change windows.

Guillermo says IT sees several benefits from using Cisco RMS. First, the increased availability and stability of the infrastructure yields real business value. The total number of outages was reduced by 29 percent, and the average duration of an outage was reduced by a dramatic 66 percent.

The internal deployment of Cisco TelePresence systems, which was managed by Cisco RMS, is an example of how many areas of the company benefited from shared experiences and lessons.

And Cisco RMS brings the value of real-world experience and best practices gained from extensive contacts with Cisco customers, especially those with larger or more complex deployments such as unified communications deployments.

As an IT executive who is responsible for many internal and external IT applications, Guillermo also sees opportunities to take advantage of Cisco Services on the application side.

Cisco IT just piloted Application Visibility and Management (AVM), developed by Cisco Advanced Services, for Cisco’s Customer Commerce Workspace (CCW) application. The AVM solution  ensures availability and performance for distributed applications that run in the network on Cisco Unified Computing System appliances. The AVM performance reports and dashboard are valuable to the CCW application team for understanding the performance characteristics and in helping to verify the production readiness of CCW. As a result of the successful completion of the first phase, the application team has received approval to start the second phase, which will monitor the staging and production aspects of the CCW 3.0/Quoting environment.

IT is looking forward to fully using AVM’s real-time application transaction performance monitoring to tune our applications so that we can maximize user experience.

For more information about how Cisco IT uses Remote Management Services, see these case studies:

More information on RMS: Remote Management Services

More information on AVM: Application Management Services




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  1. The AVM performance reports and dashboard are valuable to the CCW application team for understanding the performance characteristics and in helping to verify the production readiness of CCW.