Cut back MTTR by as much as 45% and create a base for superior providers with Cisco Sensible Bonding
The worldwide marketplace for managed providers round Cisco merchandise is projected to succeed in $161 billion by 2027, pushed by prospects searching for options and outcomes moderately than simply merchandise or expertise. As extra prospects transition in direction of managed providers choices, larger effectivity and seamless assist change into important for Managed Companies Suppliers (MSPs), particularly in dealing with buyer assist calls that require fast and efficient decision.
Adopting Cisco Sensible Bonding is a game-changing answer designed to optimize how Managed Service Suppliers (MSPs) handle and resolve Cisco-related incidents and assist tickets. By streamlining assist workflows and integrating seamlessly with accomplice assist platforms, Cisco Sensible Bonding considerably enhances the general MSP expertise by boosting effectivity, lowering decision occasions, and bettering collaboration inside and between assist groups. Moreover, it serves as a foundational prerequisite for superior assist choices, comparable to Associate Superior Help (PAS).
With Cisco Sensible Bonding, MSPs can streamline assist operations, scale back decision occasions, improve collaboration inside and between assist groups, in the end resulting in improved buyer satisfaction.
What’s Cisco Sensible Bonding?
Cisco Sensible Bonding synchronizes an MSP’s assist ticketing system with Cisco’s Technical Help Middle (TAC) system, often known as CSOne. This integration ensures a clear, well timed, and automatic syncing of all case info between the 2 methods. Key advantages embrace:
- Automated Case Creation and Entitlement: Mechanically creates instances in each methods, eliminating the necessity for guide entry into two methods.
- Full Lifecycle Synchronization: Displays all updates, standing modifications, and notes in real-time throughout each methods.
- Immediate File Sharing: Shares diagnostic information and different attachments immediately, facilitating quicker troubleshooting.
- Superior Routing Algorithms: For companions who additionally buy PAS, sensible bonded tickets are routed based mostly on expertise, ability set, time zone, and language, thereby lowering the time spent on possession transfers and making certain tickets get to the correct group quicker.
- Wider Scope per Ticket: Permits sensible bonded PAS tickets to embody points outdoors of the unique scope, eliminating the necessity to create new tickets.
- Enhanced Entry to Cisco’s TAC Instruments: Cisco TAC instruments, impressed by many years of expertise troubleshooting community points, which embrace:
- RAD Equipment: Python scripts that auto-check related gadgets for quicker identification of root causes. PAS prospects obtain knowledgeable walkthroughs, with directions and assist on how one can maximize RAD Equipment.
- Automated RCA: A chance for PAS prospects to take part within the Automated RCA pilot, which leverages AI to mechanically formulate an incident’s root trigger evaluation.
Why MSPs Ought to Undertake Cisco Sensible Bonding
For MSPs, adopting Cisco Sensible Bonding is not only a technological improve; it’s a strategic transfer that may improve service supply, enhance buyer satisfaction, and differentiate their managed options in a aggressive market. Right here’s why:
- Enhanced Effectivity: By automating the synchronization of case info, Sensible Bonding eliminates the necessity for guide information entry and reduces the danger of errors. This enables engineers to give attention to resolving points moderately than administrative duties, streamlining operations and liberating up helpful sources.
- Sooner Decision Instances: With real-time updates and prompt file sharing, the imply time to decision (MTTR) could be lowered by 36%-45%. This implies points are resolved quicker, resulting in extra glad prospects and a extra responsive assist expertise.
- Improved Collaboration: The seamless integration fosters higher collaboration between the MSP and Cisco’s assist groups, making certain that each events have full visibility into the case particulars. This improved collaboration accelerates problem-solving and enhances the general assist course of.
By establishing a seamless and environment friendly assist workflow by means of Cisco Sensible Bonding, MSPs can even lay the groundwork for delivering even higher-level managed providers choices to their prospects. Past enhancing fundamental assist capabilities, the combination allows MSPs to supply extra complete assist providers like PAS, permitting MSPs to drive larger worth for his or her prospects.
How Cisco Sensible Bonding Improves MSP Help Workflows
Cisco Sensible Bonding addresses a number of inefficiencies generally present in conventional assist workflows:
- Eliminates Swivel Chair Operations: Engineers not must manually replace instances in a number of methods, lowering course of waste and liberating up helpful time.
Cisco Sensible Bonding accelerates engineer collaboration by offering a single supply of fact, enabling engineers from each the MSP and Cisco to work collectively extra successfully and resolve issues quicker. Moreover, it considerably reduces case possession time by 20%-54%, permitting MSPs to deal with extra instances with the identical sources.
Integration with ITSM platforms
Integrating Cisco Sensible Bonding with accomplice ITSM methods is a streamlined course of designed to reinforce assist capabilities. The combination helps platforms comparable to ServiceNow, with a devoted utility accessible within the ServiceNow App Retailer that automates commonplace connectivity and workflow configuration.
For different ITSM methods, integration is facilitated by means of Cisco’s APIs, supporting SOAP/XML and REST/JSON protocols. The combination course of provides a number of onboarding choices: self-onboarding for normal configurations, an utility module for ServiceNow customers, with the choice to leverage Cisco Superior Companies for personalized setups.
Self-onboarding entails configuring the ITSM system utilizing supplied documentation and check scripts, whereas the applying module simplifies the method with pre-built configurations.
Driving Efficiencies and Constructive Outcomes
Prospects are more and more counting on accomplice managed providers to realize enterprise outcomes at a decrease price. With Cisco Sensible Bonding, assist workflows are vastly improved by accelerating assist engineer collaboration and lowering MTTR by as much as 45%. For a typical MSP, this interprets to quicker situation decision, increased buyer satisfaction, and extra environment friendly use of sources; in the end driving higher service supply and operational price financial savings. If you happen to’re an MSP seeking to improve your assist capabilities involving Cisco merchandise and Cisco TAC, Cisco Sensible Bonding is a program/device value leveraging. The truth that the Cisco Sensible Bonding program/device is complimentary for Cisco companions, makes it much more compelling to undertake!
Have interaction your Cisco Account Government or Gross sales Enterprise Growth Supervisor to get began on a Sensible Bonding engagement!
Register for the upcoming session to be taught extra:
Further sources
Go to the Cisco Associate Managed Companies web page on SalesConnect for recordings of earlier MS VoE classes.
Take a look at my newest blogs for insights into Managed Companies alternatives for MSPs
Take a look at the Self-Onboarding Information on Cisco DevNet and the Associate Information: Sensible Bonding Entitlement. Rework your assist operations at present with Cisco Sensible Bonding!
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