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Cisco Systems EDPS - IT Department of the Year

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

Company: Cisco Systems Inc, San Jose, CA, USA
Company Description: Cisco Inc, San Jose 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: Information Technology Categories
Nomination Sub Category: IT Department of the Year

Nomination Title: Enterprise Data Platform Services (EDPS) - Empowering Modern Digitization

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

Businesses today rely more than ever on IT teams, to provide and sustain newer capabilities with agility. At Cisco, the Enterprise Data Platform Services (EDPS) IT department has addressed this need though end to end digitization.

The prime responsibility of EDPS is to convert data into actionable insights to drive faster business outcomes, aiding sales growth, higher renewal rate, with better customer satisfaction. EDPS serves the complete data and analytics needs of business & IT consumers.

The EDPS department manages a wide range of complex data and business intelligence platforms. EDPS utilizes Teradata for enterprise reporting (20,000+ users, one PB of data mainly supporting Cisco’s financial close process), Hadoop systems for Big Data (2500 application users, 6.2 PB of data), HANA for agile analytics (13,000+ users, 55 TB of memory) and Data Virtualization platforms for agile data integration (27 Applications, 1TB of memory)

As part of Cisco IT’s digitization journey, the EDPS department has enabled many automated capabilities on its Enterprise Data and Analytics (eDnA) Portal, impacting all aspects of user engagement and customer experience. Self-service capabilities enabled over the past year from EDPS team include:

-Data Services: Users can browse through the enterprise data catalog and determine the availability of data elements.

-Data Platforms: A platform recommendation engine tool is available to choose a data platform with integration of Fifty+ self-service modules.

-Data Virtualization: eDnA’s self-service data virtualization tools allow EDPS to efficiently integrate data and make it easily available to consumers.

-Data Analytics: Through self-service provisioning of accounts to data science tools, users can confidently select the right technologies to build predictive models. The tool set includes Rstudio, ShinyR, and Python.

-Data Visualization: The eDnA community can choose self-service visualization tools such as SAP Business Objects, Tableau and OBIEE.


The following is a sample of success stories enabled by EDPS Department through the self-service portal:


Use Case 1: Connected Quality

Situation: Lack of unified end-to-end visibility into Product quality issues with impact to customer satisfaction

Solution: A Connected Quality dashboard delivered a comprehensive data foundation to enable advanced analytics and common KPIs across functions. Features include the ability to predict product/component failures in customers’ Install base.

Business Value:
5% reduction in RMAs
30% reduction in hardware-related escalations


Use Case 2: Cisco Rewards

Situation: Comprehensive visibility into actionable Install base opportunities was needed, as a part of a Cisco-wide focus on refreshing the Install base.

Solution: A Cisco Rewards dashboard enabled, established global standards for Install base data definitions. Enriched dashboards were created with Attach, Renew and Install base opportunities. Data dashboards with a seamless connected visibility for all roles within Sales organization.

Business Value: Significant increase in Attach, Renew and Refresh revenue uplift for all software, services and products across all market segments enabled through Install base analytics.


Use Case3: Hadoop Storage Analytics

Situation: Recent challenges with storage planning due to growth rate (200%) of big data environment

Solution: Hadoop Insights analytics engine collected Hadoop accounts usage and analyzed the data using an intelligent algorithm. It provides critical information about Hadoop platform growth patterns and capacity predictions.

Benefit: The information provided by this tool helps diagnose operational issues under a minute (MTTR improved by 50%); provided insights into storage optimization (usage reduction by 15%)

Additional Metrics :

Data catalog with 3000+ data objects
500+ FAQs added for user reference
550 sandbox and project accounts created
500+ user accounts provisioned
200+ new data objects through data ingestion
15+ full-fledged analytic capabilities
Average System Availability: 99.9 %
Reduction of 2500 user service requests (50%) and 90% wait time

The strides in digitization and advanced business use cases enabled EDPS to demonstrate a proactive agility and decisiveness in meeting the challenges of demanding data consumers. Further planned improvements in EDPS encompass integration of machine learning and AI. Overall, the EDPS department has enabled an end-to-end,innovative and scalable data-as-a-service model bringing unprecedented value to our partners and stakeholders.

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

-Roll out of self service automation tool (eDnA) for data and analytics needs
-Ramp up of 15+ new analytical Capabilities
-Integration of four data platforms (Teradata, Hana , Hadoop, and Data Virtualization)
-Automated account provisioning for data and analytics.
-Click-2-Chat enabled for coverage for 16/5 coverage for users queries
-500+ FAQ’s added for user reference
-50+ self-service tools provisioned, catalog of 3000+ objects for data exploration
-Automated 100% of data access requests for all data platforms, 90 % reduction in user response / provisioning time.
-300+ sandbox accounts created, 250+ project accounts delivered, 500+ user accounts provisioned.
-99.99 % System availability SLA , with no unplanned outages