The Cisco IT group strives to make the best use of their highly skilled staff. Their challenges are skilled Cisco IT staff were spending too much time on routine operations and scale and scope of the Cisco network and IT operations create challenges in identifying root causes and solutions. They chose Cisco to overcome these challenges. They have implemented out-tasked monitoring of Cisco campus, core, branch, WaaS, unified communications and business video platforms to Cisco RMS and deployed new services for network support, management and optimization. The results of implementing Cisco were automation reduced number of incident tickets requiring engineer intervention by 47%, increased knowledge-sharing that strengthens customers' experience and average duration of outage was reduced by 66%.