Cisco ONE Enterprise Cloud Suite Service Management 1 2016 2016 Cisco Cisco and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved.
Benefits Increases customer satisfaction by interacting with IT services through a simple, intuitive user interface Reduces support costs by replacing trouble tickets with self-service automation Empowers customers with self-service order and service management Enables users to interact with IT services through a simple, intuitive user interface, increasing customer satisfaction Increases planning accuracy for resources by providing more precise understanding of business demand for IT services Provides budget flexibility through annual subscriptions with 1-, 3-, and 5-year term options Next year our first group of students with cloud computing knowledge will graduate. Cisco ONE Enterprise Cloud Suite has helped us prepare them for the real world. Wong Hau Shian Assistant Program Chair, School of Infocomm, Republic Polytechnic Overview Organizations today are focused on the idea of digital transformation and it can t happen fast enough. The shift to digital business is pushing every industry to change: the way they deliver services, the way they develop applications, the way they interact with customers. IT organizations are also experiencing rapid change. In traditional organizations, applications and users resided within the confines of an on-premises data center. Contemporary organizations need to operate and support applications and users across private and public cloud environments. Applications are written differently than in the past. They have become less monolithic and data center dependent. They are enabled for mobility and for hyperscale architecture. Massive code structures are being replaced with highly distributed microservices. What is different is that all these changes are occurring concurrently and at a faster rate. Traditional IT organizations are struggling to keep up. What is needed is a new approach to service delivery: one designed to meet the service expectations of IT professionals and business and application teams. Achieve Speed and Consistency This new service delivery approach is known as IT as a service (ITaas). At the center of this approach is automation. ITaaS allows IT professionals to define, offer, and deliver services based on business requirements, not technology silos. IT teams can move with greater speed and consistency. Application teams can code in any environment. And your business remains securely protected by use and compliance policies. Cisco ONE Enterprise Cloud Suite lets your organization experience ITaaS not to a single platform, but across hybrid cloud environments. When combined with your standard processes, the Cisco solution allows services to be consumed and managed from a self-service portal. Infrastructure is delivered consistently within minutes. Developers can code in the environment of their choice. And your business remains in compliance with governmental regulations. This solution is composed of four packages, allowing a tailored approach to your automation journey. When used individually, the packages help you address immediate business needs, such as increasing data center productivity or deploying applications to multiple data center and private and public environments. When used in combination, the packages offer your business the benefits of an all-inclusive hybrid cloud. The suite offers the following packages: Infrastructure Automation and Infrastructure as a Service (IaaS) Cloud Management IT Service Management (ITSM) Big Data Automation 2
One of our goals for an online service catalog was to increase customer satisfaction. We now receive positive and even appreciative feedback which translates into better relationships with the users we serve. For us, that is as important as our goals for saving money and time. IT Service Management As consumers, we are used to getting products, services, and information in a self-service manner. However, when we become consumers in the business environment, the user experience is considerably different. Both employees and customers are placing considerable pressure on businesses to deliver a consumer-like experience: an experience that hides all the complexity and steps needed to obtain services and that increases employee productivity and increases customer satisfaction. Service catalogs are being deployed to meet these expectations. They are the central communication tool that brings together technical and functional tasks. They serve as the entry point for empowered customers interacting with your business. Service catalogs are the central piece in IT service management and reside at the top of the automation stack. The Cisco ONE Enterprise Cloud Suite Service Management package provides your business with an easy-to-use service catalog. It translates your technology into logical, measurable services that are easy to order and manage. It supports a broad range of IT and non-it services. It allows customers to consume your services easily (Figure 1). Figure 1. Self-Service Ordering of IT and Non-IT Services Heather Fuller General Manager of IM Services, Sasol Group Services The user starts by selecting a predefined service or by typing in the search box the type of service desired: for example, deploying a new application (Figure 2). 3
Figure 2. The User First Chooses a Service Figure 4. User Dashboard Summarizing Services Next, the user is presented with a choice of application deployments that they are entitled to order (Figure 3). After the user selects the application they want to deploy, a shopping cart is presented with order details and costs (if applicable). Submitting the order triggers the built-in orchestrator, which deploys the application and underlying infrastructure either on the premises or in a hybrid cloud environment. Figure 3. The User Chooses the Desired Application Template from the Catalog Cloud or IT administrators can create work teams. This capability allows administrators to establish resource or budgetary boundaries for individual team members, adding users to the system or specific teams and establishing which team members can use hybrid cloud services (Figure 5). Figure 5. Establishing Team Members and Entitlements After the service is deployed, the user can track use and costs as well as manage the service lifecycle. As shown in Figure 4, users start with a dashboard that summarizes all services and costs currently subscribed to them. 4
Cisco ONE Enterprise Cloud Suite Included in this package is a service-oriented orchestrator. This tool allows developers and IT administrators to unite high-level IT services with automation workflows. For example, they can: Connect to trouble-ticket solutions Include network optimization processes Create OpenStack processes Attach Chef and Puppet processes within automation workflows This orchestration engine is designed to standardize, unify, and automate IT services through best practices, expanding your ability to deliver end-to-end automated services. Why Cisco? Look at any technical blog, industry webinar, or conference agenda. Organizations are focused on the idea of business transformation in response to rapid change. Business issues are complex, and every business is different. Few vendors are qualified to accelerate the transformation from traditional IT silos to the new world of hybrid cloud automation. But Cisco is. Years of managing data and accelerating business have taught us exactly what s needed to bring automated speed and agility to your business. Now Is the Time to Begin The market waits for no one. With changes abounding in your organization; now is the time to begin your transformation journey. Cisco ONE Enterprise Cloud Suite offers a modular approach that lets you start at your point of greatest need. Initiating and establishing a service catalog is a good step toward transforming your IT operations as well as your business. With the Service Management package in combination with the other packages of Cisco ONE Enterprise Cloud Suite, you can transform IT from a utility into a strategic business partner. What s Next? Contact your Cisco sales representative or reseller partner for a demonstration, and learn more about Cisco ONE Enterprise Cloud Suite IT Service Management at www.cisco.com/go/cloudsuite. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R) C22-738004-00 10/16