Rob Walker, Senior Manager, ServiceGrid Business Unit at Cisco, highlights market drivers for ServiceGrid, the power of multi-party integration and ServiceGrid benefits in his recent presentation from Cisco Live 2014.

1. Empower Your Support Ecosystem
with Cisco ServiceGrid
Rob Walker
Sr. Manager, ServiceGrid Business Unit

2. “CIO’s in multi-sourced IT organizations continue to struggle
having no single view of processes, no automated exchange
of information and no consistent SLA management, all of
which lead to escalating management costs.”
Arjun Sethi, VP Outsourcing Practice,
AT Kearney

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Growing Complexity and
Costs in the Service
Business
Market Drivers for ServiceGrid
The average enterprise has
approximately 19 external IT
service providers in North
America and 26 in Western
Europe, equating to a 5x
increase in the past 7 years1.
Issues resolved by an
external service provider
result in 50% higher
operational costs², 32% longer
resolution times² and 10%
lower customers satisfaction.
1source: Gartner
²source: Technology Services Industry Association
Today, 70% of enterprises
use enterprise-class cloud
technology. By 2020, the global
cloud market will represent
27% of all IT spend.
Increased Use of
Cloud Services
Move towards
Multi-Sourcing

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Multi-Party Support: Key Challenges
Servicedesk
Technician
ServicedeskServicedesk
End User
Service CustomerService Customer Managed Service ProviderManaged Service Provider Vendor/PartnerVendor/Partner
(5) Part is shipped
(1) Something is
wrong, I call the
servicedesk (6) Part arrived,
technician dispatched
(4) Part is ordered
(3) I have a
temporarily solution,
but we need to
change a part
(2) I need
external support
(7) Solution
provided
Vendor Management
Performance and SLA
Timely Communication
Status/Change
Resolving Incidents
Efficiently
Overlapping
Responsibilities

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The Power of Seamless Multi-Party Integration
Individual Connections
• No standardization, not scalable
• Time-consuming implementation
• Costly and complicated changes
• Lack of visibility about Service Levels
• No consistent view of the processes
Custom DevelopmentCustom Development
Your
Company
Your
Company
Connect Once – Connect All
• Quick integration of multiple sources
• One central integration platform
• Seamless and automated processes
• Consistent service level management
• Vendor governance
ServiceGridServiceGrid
Your
Company
Your
Company ServiceGrid
Manual Information Sharing
• Manual communications, high efforts
• Inaccurate, incomplete data exchange
• High chance of multiple case entries
and double keying (‘swivel chair’)
• Your company carries the full burden of
coordinating all support issues
No AutomationNo Automation
Your
Company
Your
Company
Provider/
Vendor
Provider/
Vendor

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ServiceGrid Multi-Party Support Collaboration
Integration Platform Within the Cloud
6
Enterprise IT
ITSM
Enable ecosystem
collaboration
• Outsourcers
• Managed Service Providers
• Telco’s
• Vendors
• Cloud Service Providers
• IoT
Active SLA
& Vendor
Management
Active SLA
& Vendor
Management
Unified
Governance
& Analytics
Unified
Governance
& Analytics
Industry
Benchmarks
Industry
Benchmarks
Click to Connect
Collaboration
Click to Connect
Collaboration
Portal & Mobile
Access
Portal & Mobile
Access
Plug & Play Bi-Directional
Integration
Plug & Play Bi-Directional
Integration
ServiceGrid in the Cisco Inter-Cloud
Map processes
and connect once
Configure collaboration
rules for each partner

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ServiceGrid - Connect Once, Connect All
7
Web Ticket Exchange SLA Management
System Connection Standard Workflow Real–Time Alerts
CollaborateCollaborate
Escalate RequestEscalate Request
CollaborateCollaborate
Submit RequestSubmit Request
Update and Close Resolve and UpdateResolve and Update
SaaSMSP
Telcos
Standardized
• Multi party process
• Configurable workflows
• Common web service
Integration in the Cloud
• Connect once
• Add ecosystem members
Two Ways to Engage
• System to System
• Web ticket exchange
Performance Management
• Real-time SLA events
• Comparative analytics

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360° view of the service
chain enables efficient
vendor management
Multiple parties on a
centralized service
platform
Seamless processes
increase speed to
resolution
Integrate in days
to greatly improve
scalability
How ServiceGrid Supports Customers Business
Acceleration &
Automation of
Service Delivery
Acceleration &
Automation of
Service Delivery
Management of
Multi-sourced
IT Service
Management of
Multi-sourced
IT Service
End-to-End SLA
Monitoring &
Benchmarking
End-to-End SLA
Monitoring &
Benchmarking
3rd Party
Connections
Made Easy
3rd Party
Connections
Made Easy

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ServiceGrid Benefits
Average Cost to Serve
• Connect Once – Connect All
• High standardization
• Duplicate entry and manual
errors eliminated
• Leverage existing systems
Mean Time to Resolve
• Seamless & automated
processes
• End-to-End support collaboration
• Simplified SLA monitoring
• Real time updates
Customer Satisfaction
• Unified user experience
• Improved collaboration
• Transparency
9
10%
Higher
10%
Higher
27%
Faster
27%
Faster
50%
Lower
50%
Lower

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• International service processes via
one central platform (41 countries, 5
continents)
• Rapid implementation of time-critical
projects and quick integration of new
partners
• Cost- effectively extended new
projects, enabling growth and
increases profit
ServiceGrid Use Case
Kapsch TrafficCom
• Cloud based integration platform for
seamless end-to-end service
processes
• Multi-tenant system for project
specific implementations
• Mapping workflows between
individual processes
Customer ChallengeCustomer Challenge Service SolutionsService Solutions Impact on CustomerImpact on Customer
• Limited collaboration and
manageability of service delivery
process
• Difficulty in accessing and sharing
information among service partners,
limiting process transparency
• Complicated time-critical projects
• Complex cross-continental structures