Cisco Command Line Interface (CLI) Analyzer

 

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Company: Cisco Systems, San Jose, CA
Company Description: Founded in 1984, Cisco pioneered the development of Internet Protocol (IP)- based technologies. Today Cisco is a market leader in innovative network- based technologies and services that span application networking, collaboration, security, storage area networking, unified communications, unified computing, video systems, and wireless. Please visit www.cisco.com.
Nomination Category: New Product & Service Categories - Software
Nomination Sub Category: New Product or Service of the Year - Software - Web Services Solution

Nomination Title: Cisco Command Line Interface (CLI) Analyzer

Tell the story about this nominated product or service (up to 650 words). Describe its function, features, benefits, and performance to date:

What if you had an urgent issue with an electronic device or home appliance and, instead of calling a service technician, could instantly connect it to software that ran diagnostics and offered solutions?

Cisco has been automating this type support for powerful network devices. As a result, business customers are resolving device issues faster – and everyone is saving time on calls to Cisco Support.

WHAT'S THE PREMISE?
As networks grow more complex, identifying and solving device problems become crucial to business success. IT customers need fast ways to run diagnostics and take corrective action.

This is why they have embraced the Cisco Command Line Interface (CLI) Analyzer service. In one two-month period, more than 2,500 customers analyzed 5,900 devices and corrected 1,300 problems without having to call Cisco Support for assistance.

HOW DOES IT WORK?

The CLI Analyzer service – accessible from the Cisco.com Support home page – combines software-based automation and engineer knowledge to help solve device problems in three simple steps:

1. The customer installs the CLI Analyzer and then remotely connects the device to the Analyzer through a Secure Shell (SSH) session.

2. The customer selects “System Diagnostics.” This activates digital scripts, authored by Cisco engineers, which collect relevant device data and isolate issues such as system errors and configuration mistakes.

3. Results in hand, the customer takes action to restore service or, if the issue is severe, opens a case with Cisco Support directly through the Analyzer. The web service automatically sends Cisco engineers the device output to expedite resolution.

Besides detecting device irregularities and best practice violations, the CLI Analyzer can apply engineer knowledge to match crash scenarios to software bugs, identify Internet Protocol “top talkers” to ease network congestion, and let system admins simulate sending packets to find the causes of packet drops.

This web service is first in a series of automated support innovations that “digitize” Cisco engineers’ vast knowledge, turn it into machine-to-machine solutions, and - as of 2017 - enable a new generation of Cisco Cloud-to-machine solutions.

WHAT DOES IT COVER?

Currently the CLI Analyzer can be applied to popular Cisco product lines such as the Cisco Adaptive Security Appliance, Wireless LAN Controllers and major software types such as Cisco IOS.

WHAT'S THE CUSTOMER IMPACT?

CLI Analyzer monthly usage grew 215% during the first ten months of 2016, up from 12,242 unique users in January to 26,273 unique users by November.

WANT A CLOSER LOOK?

In addition to viewing the brief video demo, you can see the CLI Analyzer’s user-friendly interface by logging into the application or by checking out the Help Guide. See the links below.

In bullet-list form, briefly summarize up to ten (10) of the chief features and benefits of the nominated product or service (up to 150 words).

The Command Line Interface Analyzer service:

1. Connects directly to a problem device.
2. Automatically runs diagnostics and isolates root causes of the problem.
3. Recommends solutions that can be implemented locally.
4. (If the issue is severe) Automatically packages diagnostic files and other device output, and sends it to Cisco Support for remedial action.
5. Flags other device issues for preventive maintenance purposes.
6. Enables the Cisco customer to run simulations (including crash scenarios), and to test for causes of network congestion or other issues.
7. Opens the door to advanced support automation, in which diagnostics and even remedies are embedded within products and/or instantly available from the Cisco Cloud.