With nearly 30 years of experience in the networking industry, Rafael Muller has seen networks evolve from basic connectivity frameworks to the backbone of enterprise operations, driving everything from data flow to critical cloud services. Today, with the advent of IoT, AI, and cloud computing, networks are no longer just infrastructure; they’re strategic assets that enable businesses to operate more efficiently and adapt quickly to new market demands.
Rafael talked to us about the role of Cisco Services in turbocharging transformation and helping organizations get ready for AI.
Q: What are some of the common challenges you see customers struggle with?
A: We often see customers struggle with network complexity, especially when transitioning technologies. For example, moving from old network tech to new tech can cause network outages and other big problems. Another big challenge is dealing with automation — some teams are resistant to it, despite its benefits, because it requires a shift in how they traditionally manage networks.
Q: How do your customers end up with complexity and how do you help them simplify their operations?
A: Complexity usually starts right when someone reads a requirements document. Over time, networks can become wildly complex, especially when each part is built to meet specific, unique needs without considering overall operational efficiency. We see this when companies request highly customized networks, which might seem beneficial initially but leads to operational challenges later.
We help simplify this by encouraging standardization and using proven, reliable technologies. We’ve transitioned the network in different ways over the years, moving from complex, original configurations to simpler, more generic setups. Today, people want networks that are easy to operate; they’re done with spending Sundays figuring out a unique configuration. They want something reliable and straightforward that everyone is using.
“Today, people want networks that are easy to operate; they’re done with spending Sundays figuring out a unique configuration. They want something reliable and straightforward that everyone is using.”
Q: What becomes possible when organizations simplify operations?
A: Simplification allows for clearer visibility and control, making the IT environment easier to manage and more responsive to business needs. It also enables teams to allocate their resources more effectively, focusing on innovation and strategic initiatives rather than constantly troubleshooting and fixing problems. Essentially, simplification enhances operational efficiency and enables businesses to adapt more quickly to what’s going on in the market or use new technology when it comes out.
Q: What is the benefit of Cisco Services as Code?
A: In one word: Simplicity. With Services as Code, you can easily automate provisioning, deployment, and scaling using code. Customers benefit from knowing that everything is tested, validated, and continuously integrated. Making changes is seamless, version tracking is simple, and collaboration across the team is smooth, all with 24/7 support behind you.
Q: How does AI change the equation for organizations and create an imperative for simplification?
A: AI is not just a tool; it’s a transformational shift that requires networks to be redesigned to support new capabilities. For example, in data centers, we’re now integrating AI to assist with configurations and management, making the system smarter and reducing the manual workload on IT staff.
Q: How do you help customers realize the full value of IT investments?
A: By focusing on automation and best practices. For example, in testing, we might recreate a customer’s network in our lab to push its limits and identify potential issues before they become real-world problems. This allows us to guide customers on how to navigate around pitfalls, accelerate deployment, and enhance performance. Automation plays a key role here, streamlining operations and ensuring that network changes are implemented quickly and correctly, which maximizes the return on investment in technology by reducing downtime and operational costs.
Q: Why is customer involvement so important in accelerating time to value?
A: The worst thing that can happen is sitting down with the operations team, and they just get a bag of problems because they weren’t part of the process. It’s vital when they’re part of the process and say, “Oh yeah, we all agreed to this.” That’s key in areas like automation, where understanding and buy-in are crucial for success.
“The worst thing that can happen is sitting down with the operations team, and they just get a bag of problems because they weren’t part of the process. It’s vital when they’re part of the process and say, ‘Oh yeah, we all agreed to this.’”
Q: Why do IT leaders struggle to prove IT’s impact on the business?
A: It’s kind of a paradox. The best state for IT is to become transparent — where the network and IT operations don’t draw attention unless there’s a failure. When IT works seamlessly and supports business operations without being noticed, that’s when it’s truly successful. But, this transparency can also lead to challenges in justifying budgets and investments, because if everything is running smoothly, people question the need for further investment.
Q: What do you love most about your job?
A: From the very beginning of my career, I’ve loved the opportunity to solve complex challenges and work with cutting-edge technology. It’s incredibly satisfying to see the direct impact of my work on improving our customers’ operations and helping them achieve their goals. The dynamic nature of technology keeps me constantly engaged and learning, which makes every day exciting and fulfilling.
Q: What do customers tell you after they’ve successfully modernized?
A: There’s this amazing sense of relief and satisfaction. They typically highlight how the changes have made their operations smoother and more efficient. They appreciate the guidance and support throughout the process, and it’s common for them to acknowledge the difference it makes in their daily operations, often stating they feel more confident and equipped to handle future challenges.
Q: What are you most excited about in the future of technology?
A: I see AI as a game changer, not just a step forward. It’s like a seismic wave reshaping the landscape. I’m excited about AI’s power to simplify complex systems, boost operational efficiency, and revolutionize the way we manage and deploy networks and IT services. It empowers us to maximize our existing infrastructure and unlock new possibilities in network and data management.
