How Cisco IT Migrated to an ERP Technical Support Module
Source: Cisco Systems
Within the IT world, engineers are considered the most challenging user base when it comes to technology change. The biggest challenges associated with this project were user-focused. Convincing the hundreds of engineers that replacement software was vital to the success of the company was the first hurdle, and introducing the selected solutions would require unprecedented user preparation. In parallel with the technical support project, Cisco manufacturing and finance teams were upgrading to the Oracle 11i platform. The new corporate data foundation provided additional incentive for the adoption of Oracle 11i technical support solutions, but also introduced additional challenges since the new technical support tools would be integrated with a relatively new enterprise architecture.