A Complete SaaS Multi-Party Incident Management Solution
Cisco’s Service Grid is the leading cloud integration platform provider focused on reducing the cost and complexity associated with multi-party service management that spans service providers’ customer and partner ecosystems.
For Service Providers: Contact Parallels to determine which ServiceGrid integration model best fits their Parallels-enabled solution.
For ISVs: Contact Cisco to determine the level of Incident Automation that is right for YOUR cloud service.
Learn more »
As the shift to delivering cloud services accelerates and ISVs join the Application Packaging Standard ecosystem, it creates a unique opportunity for Parallels-enabled service providers to rapidly capture new markets with third party solution offerings that SMBs are seeking.
At the same time, the move to cloud services introduces new complexities for service providers and ISVs alike as they work together to support customers, managing incidents across multiple partners and maintaining service performance levels.
Today, most service providers handle the added complexity of multi-party service management through increased staffing, ad-hoc collaboration and post incident reporting. At best, ad-hoc, manual processes result in spiraling costs to support customers and increase the time to resolve escalated incidents. At worst, this approach reduces customer satisfaction, impacts customer retention and may limit the service provider's ability to capture new customers with an ever-growing service portfolio.
To address the multi-party challenge, Cisco has partnered with Parallels to automate the multi-party incident lifecycle by bringing Parallels-enabled service providers and APS-enabled ISVs together with the Parallels Support Exchange powered by ServiceGrid.
ServiceGrid seamlessly integrates incident workflows between the Service Provider, Parallels and one or more ISV partners via a standardized process supported with web service integration between service provider and partner support systems.
By standardizing the incident process and system connections ServiceGrid:
The result is a Dynamic Support Process that significantly reduces the time and cost to resolve incidents while ensuring partner performance and SLA compliance through our optional Web Ticket Exchange and SLA Management Dashboard capabilities.