In today’s world, things evolve daily. The cars we drive, the music we listen to, the way we shop, and the way we provide services to our customers.

As with most things, the driving force behind evolving industries and trends are manpower. Why are there new cars every year? Because someone thought of a better/safer way to get you from point A to point B. It’s the same with services. Our Cisco engineers thought of a better way to maximize the availability, performance and security of mission-critical networks.

Evolving services doesn’t happen by itself. It takes innovative thinking and great listening skills to ensure we do everything we can to create an effortless, efficient experience for our customers. With the right people, processes and technology, year after year, we continue to evolve Cisco Services to meet and exceed our customer’s and the industry’s needs.

Let’s take a quick look at how our technical services has evolved since we launched it 25+ years ago.

Just as car manufacturers continue to improve their models every year, Cisco Services continues to innovate. In the old days, technical support meant shipping you a new “box” of equipment when your old one broke. Traditional product support is no longer enough. Today, it’s about supporting complete, multi-vendor solutions and achieving desired customer outcomes.

The Next Evolution of Technical Services

Cisco’s Predictive Services launch marks a significant step in our services business with our next generation technical services, called high-value services. Cisco high-value services builds on our industry-leading product support to deliver more proactive and prescriptive service options at the software, solution, and network level.

High-value services feature our Software Support portfolio with new enhanced and premium service options. We’ve moved beyond standard support contracts to new subscription and consumption models of our software, for simplicity and flexibility as our customers’ infrastructures change.

We’re not only focused on reducing IT inefficiencies and minimizing business disruption, but we also want to help customers bridge the gap with the expertise and resources required to transform their business. According to IDC’s 2017 Global Digital Transformational (DX) Leader Survey, 69% respondents say they lacked the right people, knowledge, and technology to transform, with 94% looking to third-party suppliers or new hires. Organizations want higher level services that use analytics to assess infrastructure performance, anticipate and remediate issues quickly (sometimes before they occur), and optimize technology utilization.

That’s where we come in. To help organizations better utilize advanced software, solutions, and the network, Cisco high-value services provides designated technology experts as well as measurable KPIs, technology adoption and onboarding capabilities, and third-party solution support. We help customers:

  • Enhance operations by combining advanced analytics, best practices, and personalized guidance for improved efficiency and availability
  • Maximize uptime by accelerating issue resolution with proactive and prescriptive support to assure business continuity
  • Unlock IT value by leveraging Cisco experts to ease resource constraints and accelerate technology adoption and utilization

Our portfolio of high-value services have already helped customers increase software technology adoption by 27%, resolve solution issues 43% faster, and reduce outages by 70% and incidents by 75%.

But don’t just take our word for it. Take a test drive of our new high-value services and see how we can help you realize more value out of your IT investments like many of our customers today.

Read Cisco Service’s Senior Vice President Joe Cozzolino’s High-Value Services Launch announcement.



Joe Pinto

Senior Vice President

Cisco Technical Services Group (CTSG)