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[51CTO.com original article] Recently, Cisco announced the launch of a new service portfolio to enable IT departments to return to the leading position of enterprise development. This AI-based predictive service portfolio can help enterprises predict IT failures, avoid risks, reduce maintenance costs, and acquire the necessary skills for business transformation. Cisco spokesperson, Mr. Huang Zhiming, Senior Vice President, Chief Operating Officer, and General Manager of Service Sales Division of Cisco Greater China; Ms. Jiang Huiying, Senior Vice President, and General Manager of Advanced Services Division of Cisco Greater China; Mr. Xu Kaibo, Senior Vice President, and General Manager of Technical Services Division of Cisco Greater China, explained Cisco's latest predictive service products in detail.
The new era requires future-oriented predictive services. What are predictive services? When a problem has not yet occurred, the predictive service has already fed back the situation to the IT vendor, using artificial intelligence and other leading technologies to find the best solution and ultimately solve the problem. The user does not need to know the whole process at all, and the user's system has been running normally. This is the direction of our service development, representing a brand new era - the new era of predictive services.
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Mr. Huang Zhiming, Senior Vice President, Chief Operating Officer, and General Manager of Service Sales Division of Cisco Greater China
Cisco is a leading technology company in the fields of networking, data center, security, collaboration, cloud, and the Internet of Everything. So, how does Cisco plan to achieve a new era of predictive services? The most important factor in services is people, and many services are provided by people. Therefore, the expertise of talents is very important. At the same time, in addition to people, the entire service process and tools, big data analysis, and artificial intelligence platforms are also very important. In addition, we also work with partners. Cisco has a huge cooperation network. Together with partners, we can introduce predictive services to our customers as soon as possible.
At present, Cisco Services has achieved a lot. In Greater China, Cisco has more than 1,000 professional service personnel who can provide support in 7 languages. Cisco has also launched many different localized service solutions and network technologies, and has tens of thousands of installed networks in Greater China. In terms of excellent customer service, Cisco has achieved unprecedented results worldwide and has been certified by JDPower for 11 consecutive years.
Cisco Services is committed to providing six service capabilities:
Consulting services: Develop strategic plans for leveraging technology to achieve business goals
·Implementation services: integration of various new systems and new software
Optimization services: Creating value by simplifying and protecting IT environments
Managed Services: Shift focus to strategic projects to accelerate innovation and transformation
Technical Services: Ensuring that IT staff can complete their work in a simple, consistent and secure way
Training services: Cultivate talents who can truly promote enterprise transformation
Based on these six service capabilities, Cisco recently launched two important services, Business Critical Services and High-Value Services. This AI-based predictive service portfolio can help enterprises predict IT failures, avoid risks, reduce maintenance costs, and acquire the necessary skills for business transformation.
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Ms. Jiang Huiying, Senior Vice President of Cisco Greater China and General Manager of Advanced Services Division
Ms. Jiang Huiying, Senior Vice President of Cisco Greater China and General Manager of Advanced Services Division, introduced Cisco's key business services to us: Key business services include several very important concepts. The first is "analysis", which provides customers with effective data through analysis, so that customers can make business decisions quickly. The second concept is "automation". Nowadays, the demand for IT talents is increasing, and the talent gap is getting bigger and bigger. Therefore, automation can not only save manpower, but also provide reliable and continuous IT services. The third point is "compliance". Compliance is very important for both American and Chinese companies, so it is also a key to service. Finally, "security", we not only ensure the security of infrastructure, but also provide intelligent and comprehensive security protection for business, customers and brands.
Customers at different stages of development have different needs. Therefore, we have also launched a series of services to meet the needs of each customer at different business stages. Some customers are in the early stages of development and need basic services. To ensure that the current system can run safely, reliably and continuously, they can use our "basic services"; some customers who are already ahead of the curve hope to respond to the demands of business transformation faster and more efficiently, so we provide "acceleration services"; for customers who are making rapid transformation progress and hope to lead the business forward through technology and continue to empower, we provide "transformation services". Therefore, key business services can meet the demands of customers at different stages.
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Mr. Kaibo Xu, Senior Vice President of Cisco Greater China and General Manager of Technical Services Division
Mr. Kaibo Xu, Senior Vice President of Cisco Greater China and General Manager of Technical Services Division, shared with everyone Cisco's high-value services: Cisco has always been considered a hardware company, and all product services will be developed around the characteristics of hardware and the characteristics of the industry. Of course, there are some levels of division in degree, but generally speaking, the service has not stepped out of the product-oriented category. So, we call it technical service. Cisco's technical service is relatively well-known in the market, especially our TAC (Technical Assistance Center) team, which has a large number of professionals with CCIE engineer certification, a large number of laboratory equipment specially customized for China, and a lot of accumulation and knowledge to support our customers and partners in China.
Cisco's service business accounts for a quarter of Cisco's total global revenue, and 84% of Fortune 500 companies are also Cisco's service customers. Therefore, the service business is very important to Cisco. Among this 25%, 3/4 comes from product support services. Therefore, product support services are our most important part. In China, we have more than 1,000 professional service personnel (excluding sales, etc.) and 51 spare parts warehouses.
Based on years of experience, Cisco is also adjusting itself to provide some solutions and some value-added services that match the needs of multi-vendor support. For example, when providing a product service, we not only need to look at how Cisco's network is running, but also look at third-party networks, some of our partners' solutions, and software, etc. We continue to add these block services. Through years of accumulation, Cisco has found that these services have accounted for a large proportion of our basic services. At the same time, we have also discovered the importance of software and the importance of managing customer network environments. This has transformed from the previous simple single hardware service to a new era of service.
In view of this, Cisco repositioned its technical services this year, and high-value services were born. While maintaining the bottom-line basic services, Cisco also highlighted three important components to reflect high-value services:
First, software-level services. Cisco software is supported. New high-value service features include: multi-level service options, which provide enhanced services and advanced services in addition to basic-level (reactive) support. Now IT operations are increasingly focusing on the maturity and creativity of software rather than the value of hardware itself, which is recognized by all manufacturers.
Second, solution-level services. It provides centralized support from the first call to problem resolution for Cisco hardware, software, and third-party partner solutions. Solution support is the default service for Cat9000/DNA, which can significantly improve the customer experience. Now, the real problems that our customers and partners have to solve every day are not the problems of the hardware or software itself, but the network environment. The question is whether the service plan can continue to guarantee daily business operations. Solution-level services can help customers and partners customize services and directly find expert service teams to customize professional, fast, effective, and solution-oriented solution-level services, rather than the simple model of after-sales service provided through basic services.
Third, network-level services. Cisco Premium Technical Services provide network-level support. Customers need Cisco's services to ensure that the network environment is not interrupted, whether the network environment has forward-looking upgrades, whether the network environment matches the services of multiple manufacturers, whether there is professional knowledge support, and whether the network can be monitored, adjusted, and managed on-site or through powerful automated operations. These requirements far exceed the scope of hardware basic support. We call it network-level premium technical services, which is a forward-looking and customizable solution.
Finally, I would like to share some data with you. The first data is 80%. After adopting the software support service in Cisco's high-value services, the overall failure rate of customers has been reduced by 80%. The second data is 70%. Cisco's solution support service saves 70% of time for data management. The third data is also 70%. The network interruption of bank customers who use Cisco's premium technical service has been reduced by 70%. Finally, Cisco's carrier premium technical service specially launched for the telecommunications industry can solve problems more quickly and reduce risks.
We believe that the launch of key business services and high-value services is a very important node in the transformation of Cisco services from traditional hardware services. Based on hardware services, Cisco will continue to promote the development of service businesses and provide customers with richer and better user experience.
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