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Conference Presentation

Automation and Innovation in Delivery Operations

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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.  Challenges: 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: Collection Diagnosis Remediation  Outcomes: 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.   Results: Visibility across applications, network, and infrastructure, preempts outages  End-to-end performance analytics for better user experience 

Presented By:

Jason Coleman

Principal Architect, Cisco Systems

Steve Holl

Principal Architect, Cisco Systems

Publish Date: May 27, 2022

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