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Cisco Managed Services (CMS) is looking for ways to transform from a traditional service delivery model to that of next-gen managed services through automation and innovation.
High volume of incidents & high delivery cost
Mundane, highly repetitive, manual Incident handling
Non-standardized troubleshooting steps & prone to human error Solution: incident handling automation allowing CMS to automate:
Handle 40% of the volume of the cases without human interventionResolve 18% of incidents
Application performance insights: the traditional way of delivering Managed Services has been majorly focused on alerting and monitoring based on physical, data and network layers:
1. Many incidents are assigned to different sets of engineers
2. Higher Mean Time to Resolution (MTTR)
To overcome these issues, Managed Insights is a capability that provides Cisco Managed Services (CMS) with the ability to deliver end-to-end assurance.
Visibility across applications, network, and infrastructure, preempts outages End-to-end performance analytics for better user experience
Principal Architect, Cisco Systems
Publish Date: May 27, 2022
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