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Scale 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 clients in search of options and outcomes slightly than simply merchandise or know-how. As extra clients transition in direction of managed providers choices, higher effectivity and seamless assist grow to be important for Managed Providers 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 associate assist platforms, Cisco Sensible Bonding considerably enhances the general MSP expertise by boosting effectivity, decreasing decision occasions, and enhancing collaboration inside and between assist groups. Moreover, it serves as a foundational prerequisite for superior assist choices, similar to Companion Superior Help (PAS).
With Cisco Sensible Bonding, MSPs can streamline assist operations, scale back decision occasions, improve collaboration inside and between assist groups, finally 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, referred to as CSOne. This integration ensures a clear, well timed, and automatic syncing of all case info between the 2 programs. Key advantages embody:
- Automated Case Creation and Entitlement: Mechanically creates circumstances in each programs, eliminating the necessity for handbook entry into two programs.
- Full Lifecycle Synchronization: Displays all updates, standing modifications, and notes in real-time throughout each programs.
- Prompt File Sharing: Shares diagnostic recordsdata and different attachments immediately, facilitating sooner troubleshooting.
- Superior Routing Algorithms: For companions who additionally buy PAS, sensible bonded tickets are routed based mostly on know-how, ability set, time zone, and language, thereby decreasing the time spent on possession transfers and making certain tickets get to the correct group sooner.
- Wider Scope per Ticket: Permits sensible bonded PAS tickets to embody points exterior 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 embody:
- RAD Package: Python scripts that auto-check related gadgets for sooner identification of root causes. PAS clients obtain professional walkthroughs, with directions and assist on tips on how to maximize RAD Package.
- Automated RCA: A possibility for PAS clients 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 handbook knowledge entry and reduces the danger of errors. This enables engineers to give attention to resolving points slightly than administrative duties, streamlining operations and liberating up beneficial sources.
- Sooner Decision Instances: With real-time updates and on the spot file sharing, the imply time to decision (MTTR) might be decreased by 36%-45%. This implies points are resolved sooner, resulting in extra happy clients 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 clients. Past enhancing fundamental assist capabilities, the combination allows MSPs to supply extra complete assist providers like PAS, permitting MSPs to drive higher worth for his or her clients.
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 now not must manually replace circumstances in a number of programs, decreasing course of waste and liberating up beneficial time.
Cisco Sensible Bonding accelerates engineer collaboration by offering a single supply of reality, enabling engineers from each the MSP and Cisco to work collectively extra successfully and resolve issues sooner. Moreover, it considerably reduces case possession time by 20%-54%, permitting MSPs to deal with extra circumstances with the identical sources.
Integration with ITSM platforms
Integrating Cisco Sensible Bonding with associate ITSM programs is a streamlined course of designed to reinforce assist capabilities. The combination helps platforms similar to ServiceNow, with a devoted utility accessible within the ServiceNow App Retailer that automates commonplace connectivity and workflow configuration.
For different ITSM programs, 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 traditional configurations, an utility module for ServiceNow customers, with the choice to leverage Cisco Superior Providers for personalized setups.
Self-onboarding includes configuring the ITSM system utilizing supplied documentation and take a look at scripts, whereas the applying module simplifies the method with pre-built configurations.
Driving Efficiencies and Constructive Outcomes
Prospects are more and more counting on associate managed providers to attain enterprise outcomes at a decrease price. With Cisco Sensible Bonding, assist workflows are vastly improved by accelerating assist engineer collaboration and decreasing MTTR by as much as 45%. For a typical MSP, this interprets to sooner problem decision, increased buyer satisfaction, and extra environment friendly use of sources; finally driving higher service supply and operational price financial savings. In case you’re an MSP seeking to improve your assist capabilities involving Cisco merchandise and Cisco TAC, Cisco Sensible Bonding is a program/instrument value leveraging. The truth that the Cisco Sensible Bonding program/instrument is complimentary for Cisco companions, makes it much more compelling to undertake!
Interact 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:
Extra sources
Go to the Cisco Companion Managed Providers web page on SalesConnect for recordings of earlier MS VoE classes.
Try my newest blogs for insights into Managed Providers alternatives for MSPs
Try the Self-Onboarding Information on Cisco DevNet and the Companion Information: Sensible Bonding Entitlement. Rework your assist operations at the moment with Cisco Sensible Bonding!
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