Search past winners/finalists

Cisco Systems - DB Automation Team

Gold Stevie Award Winner 2016, Click to Enter The 2017 Stevie Awards for Sales and Customer service

Company: Cisco Systems, San Jose, CA, USA
Company Description: Cisco is the worldwide leader in IT that helps companies seize the opportunities of tomorrow by proving that amazing things can happen when you connect the previously unconnected. At Cisco customers come first and an integral part of our DNA is creating long-lasting customer partnerships and working with them to identify their needs and provide solutions that support their success.
Nomination Category: Products & Product Management Categories
Nomination Sub Category: Product Development/Management Department or Team of the Year

Nomination Title: Cisco DB Automation Team – Developing IT products for Next Gen IT Management

Tell the story about what this nominated department or team has achieved since 1 January 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms.

Cisco IT is transforming into the digitized way and speed of delivery is the key focus. We need to develop systems and processes to support Digitized IT initiatives. Without a robust and innovative mindset, it’s impossible to fulfill the ever growing customer demands.

We Cisco IT database and replication services team have developed our own self-service and self-healing automated tools and designed processes which can eliminate the wait time for customers.

We support,

• 360 production, 1400 non-production Oracle databases with an increase of 20% year over year
• 159 Oracle ERP, 56 Oracle fusion middleware environments
• 22 No-SQL Databases
• 5400 service requests per quarter
• 826 environment refresh in a year, close to 700 environment build activates
• Average to 30-45 change requests in any given weekend.

Our goal was to improve the customer experience without increasing the support cost and by reducing the manual work to the support engineers. We believed in Simplification through Digitization.

With our extensive expertise in the database area, we developed and implemented database monitoring solutions to help the support teams to act quickly with in-built intelligence in the support dashboard, self-service and self-healing tools to reduce the client’s wait time with the high service availability. How did we achieve: Keeping “IT Digitization” in mind we built "Enterprise Management Solutions for DB Suite", our one stop shop with all our self-service tools which can be used by our clients. This is similar to play store or app store in the smart phone world.

Modules:

“DB Pharmacy” caters four major areas

• Provisioning Tools – Creating database, schema, adding space to DB, and database links in a few clicks
• Informative Tools - Helping clients view all the information about databases, servers, and Oracle applications (Ebiz) (e.g. session viewing, memory, CPU, data center locations, Database owner, and performance trends)
• Self-Management Tools - Enabling services to restart and change configurations, adding space based on predictive analysis.
• Self-Repair Tools - Providing on-demand tools for clients to self-repair problems (e.g. enabling the database trace, fixing ERP login issues and terminating database sessions)

We have introduced Virtual Database Admin (VDbA) aka click-to-chat for our customers and partners to work with us with a single click of a button. VDbA is a combination of FAQs/how-to’s, intelligent tool suggestion engine for the customer issues and Click-2-Chat support.

We introduced “DBParamedics” – An innovative approach to achieve “Near Zero DownTime”, which can detect and resolve database hang scenarios intellectually without any manual intervention.

We have introduced “DBDOT” – Database downtime optimization tool to help our cross functional partners to reduce the dependency with our team. With this we are able to reduce 19% of our weekend resources. We did a entire data center power down and power up activity in December 2016, using DBDOT we managed to take care of 85% of our databases through an automated way, without manual intervention. In the past we used 30 DBAs for these kind of major activities, this time we just used 4 DBAs.

Overall, the above mentioned automation initiatives helped Cisco IT development and support teams to significantly increase their productivity.

Here are some of the results:

• Reduced the operational cost by 25%
• Reduced the number of cases by 12% year over year
• Customer wait time reduced by 93%
• Introduced 24 new tools as part of DBPharmacy and 110 enhancements based on the customer feedback.
• Through VDbA support we avoided 2130 service requests
• 217.53 TB of space adding using “Add Space” automated space addition tool.
• Production alert count reduced from 36K to 29K
• Introduced 4 new cloud database offerings without additional budget.
• Reduced the weekend resources by 19% using DBDot.
• With DBParamedics , we avoided 147 P2 incidents. – Each P2 costs closed to support 35K USD & average business impact avoidance is approx.

In bullet-list form, briefly summarize up to ten (10) accomplishments of the nominated department or team since the beginning of 2016 (up to 150 words).

• Reduced the operational cost by 25%
• Reduced the number of cases by 12% year over year
• Customer wait time reduced by 93%
• Introduced 24 new tools as part of DBPharmacy and 110 enhancements based on the customer feedback.
• Through VDbA support we avoided 2130 service requests
• 217.53 TB of space adding using “Add Space” automated space addition tool.
• Production alert count reduced from 36K to 29K
• Introduced 4 new cloud database offerings without additional budget.
• Reduced the weekend resources by 19% using DBDot.
• With DBParamedics automated tool, we avoided 147 P2 incidents. – Each P2 costs closed to support 35K USD & average business impact avoidance is approx. 1.6M USD.