Cisco Cisco Prime Service Catalog 10.0 Information Guide
Challenge
Europe’s largest IT services company, Atos SE (Societas Europaea), has 77,100
employees in 52 countries. One division provides services for North American
companies of all sizes. Examples of the 1700 services offered include adding new
employees to IT systems, reporting software or hardware problems, provisioning
physical or virtual servers, requesting a Cisco WebEx
employees in 52 countries. One division provides services for North American
companies of all sizes. Examples of the 1700 services offered include adding new
employees to IT systems, reporting software or hardware problems, provisioning
physical or virtual servers, requesting a Cisco WebEx
®
account, and requesting
smartphones or tablets.
“We measure success by how much we can reduce service requests by email or
phone and how quickly we can fulfill requests,” says Kert Gilpin, manager of process
automation for Atos. But manually provisioning complex IT services can take days or
weeks. “Provisioning a virtual server sometimes takes more than 50 steps, and at any
step, it’s possible to make a configuration error,” Gilpin says. “To continue growing,
we needed to automate IT service requests. We wanted to deliver IT as a Service.”
phone and how quickly we can fulfill requests,” says Kert Gilpin, manager of process
automation for Atos. But manually provisioning complex IT services can take days or
weeks. “Provisioning a virtual server sometimes takes more than 50 steps, and at any
step, it’s possible to make a configuration error,” Gilpin says. “To continue growing,
we needed to automate IT service requests. We wanted to deliver IT as a Service.”
Solution
Now Atos provisions IT services for its customers faster and with less effort, using
the Cisco Prime
the Cisco Prime
™
Service Catalog. Atos first meets with new customers to decide
which services employees will be able to request from a self-service portal. Then
Atos integrates the Cisco
Atos integrates the Cisco
®
Prime Service Catalog with the customer’s back-end
systems to automate provisioning. If a customer submits a request to add a new
employee, for example, the request might trigger the creation of a new record in an
Oracle database, an entry in Microsoft Active Directory, and an order for an iPad.
employee, for example, the request might trigger the creation of a new record in an
Oracle database, an entry in Microsoft Active Directory, and an order for an iPad.
“A big advantage of Cisco Prime Service Catalog is that we can use conditional
rules,” Gilpin says. An example of a simple rule is to route requests for iPhones
to one team and requests for Android phones to another team. A more complex
rule might determine whether to provision a physical or virtual server based on the
storage requirements and other variables.
rules,” Gilpin says. An example of a simple rule is to route requests for iPhones
to one team and requests for Android phones to another team. A more complex
rule might determine whether to provision a physical or virtual server based on the
storage requirements and other variables.
© 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information.
Page 1 of 3
Customer Case Study
EXECUTIVE SUMMARY
Customer name:
Atos
Industry:
IT Service Provider
Location:
Paris, France
Number of employees:
77,100
Challenge
• Provide IT as a Service (ITaaS)
• Accelerate fulfillment of service
• Accelerate fulfillment of service
requests
• Serve more customers without
adding IT staff
Solution
• Provide self-service request portal
for IT services using Cisco Prime
Service Catalog
• Integrate Cisco Prime Service
Catalog with customer systems to
automate service fulfillment
Results
• Increased customer satisfaction by
accelerating service provisioning
from weeks to days or even minutes
• Minimized staff requirements
by automating more than 2000
customer processes
• Improved service quality