1. At-a-Glance
Connect, Automate, and Simplify Your Multisourced
Ecosystem
Digitization and the hyperconnection of people, processes, data, and
things are creating new capabilities and richer experiences, but they
also come with new challenges. One industry analyst firm estimates the
number of support providers used by an IT organization has increased
by 400 percent in five years.1
With an increase in support providers comes the need to coordinate
multiple sources of information, manage service cases across
environments, and maintain service performance levels.
To effectively do business together in hyperdistributed environments,
the answer is service integration. Service integration and management
(SIAM) is a framework that supports organizations retaining control of
the entire service delivery process to deliver integrated services to the
business. Cisco® ServiceGrid® technology complements the SIAM
framework. The integration platform in the cloud connects enterprises
and multiple service providers, enabling end-to-end processes and
multiparty collaboration on IT support issues. (See Figure 1.)
Figure 1. Cisco ServiceGrid
1
Want to Improve Business Outcomes in Outsourcing Deals? Outsourcing Institute, 2015
Cisco ServiceGrid
© 2015 Cisco and/or its affiliates. All rights reserved.
Benefits
• Build and scale support
ecosystems in the cloud with
end-to-end visibility
• Improve issue resolution and
transparency for better customer
satisfaction
• Actively manage service levels
and vendors with a single point of
control
• Speed up time to market and
improve agility through quick and
standardized integration
• Reduce operational expenses and
increase productivity

2. Getting the Business Outcomes You Need with Service
Integration
Cisco ServiceGrid™ fills the gap for highly effective SIAM because it
does what unique connections can’t accomplish. It provides a central
point of control to manage your entire ecosystem across customers,
vendors, and internal support and actively govern all aspects of service
performance. You have access to supplier performance reports on
an individual level and a view of end-to-end services. This enables
effective SLA management and better collaboration; areas in which
most organizations struggle. In that way you meet the challenges of
multisourcing and improve business outcomes and satisfaction in
outsourcing deals. You are able to integrate a high number of service
delivery partners in a cost-effective and scalable way and realize real-
time communication and full visibility on the service delivery process.
Cisco ServiceGrid is using a unique integration approach. Connections
are built with standard workflow mappings for easy process integration.
Each partner is connected to the standard Cisco ServiceGrid workflow.
After being connected, ServiceGrid routes service requests to the
proper partner automatically. In that way you can keep existing systems
and protect your investments. The Cisco ServiceGrid platform is
delivered using software as a service (SaaS), providing high scalability
and adaptability as you evolve your business.
The primary capabilities and benefits of Cisco ServiceGrid include:
• Standardization and automation: The connect-once-connect-
all approach reduces deployment time and helps enable faster
onboarding of customers and partners. Automated processes and
interactions reduce costs, eliminate errors, and improve quality of
support.
• Cloud integration: Cisco manages, updates, and maintains the
software. You have easy access through a web browser anywhere,
anytime and gain the advantage of new features immediately when
upgrades are deployed.
• Active SLA management: Centralized dashboard to govern and
monitor SLAs and their effect on your primary business outcomes.
© 2015 Cisco and/or its affiliates. All rights reserved. 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) 09/15
At-a-Glance
For More Information
For more information about Cisco
ServiceGrid, visit www.cisco.com/go/
servicegrid. Contact us at servicegrid-
info@external.cisco.com.