In an age where digital threats evolve at an unprecedented pace, particularly with the rise of artificial intelligence, organizations face mounting pressure to secure sprawling, distributed workforces while maintaining seamless operations. Cisco IT, tasked with safeguarding a global network of 130,000 employees and contractors, has emerged as a trailblazer in redefining security paradigms through innovative strategies and cutting-edge technology. By acting as “Customer Zero,” Cisco IT has collaborated with internal product and engineering teams to design and deploy Cisco Secure Access (CSA), a state-of-the-art solution that not only addresses internal needs but also sets a benchmark for customers worldwide. This strategic initiative showcases a commitment to robust security, simplified IT management, and an enhanced user experience, positioning Cisco IT at the forefront of zero trust architecture in today’s AI-driven landscape. The journey offers valuable insights into tackling modern cybersecurity challenges, from hybrid work environments to emerging AI-related risks, paving the way for a future where secure, flexible work is the norm.
1. Addressing the Challenges of a Distributed Workforce
Securing a hyper-distributed environment with diverse devices, applications, and connectivity methods presents a formidable challenge for any large organization. Cisco IT, responsible for protecting a vast global network, recognized the limitations of its previous custom-built solution, CloudPort. Designed as a single-tenant Secure Access Service Edge (SASE), CloudPort initially delivered benefits by serving as a regional hub for networking and security. However, maintaining and evolving this custom architecture demanded significant resources, pulling focus away from innovation and strategic priorities. The shift toward a modern SASE/Security Service Edge (SSE) approach became essential to redirect efforts toward combating emerging threats, especially those linked to artificial intelligence. This transition highlighted the need for a scalable, unified platform capable of adapting to the complexities of today’s digital ecosystem while ensuring robust protection across all touchpoints.
Beyond resource constraints, Cisco IT faced specific pain points in managing a distributed workforce. User friction emerged as a critical issue, with inconsistent connectivity experiences—particularly through outdated VPN systems—hindering productivity by introducing unnecessary complexity. IT overhead compounded the problem, as maintaining fragmented security infrastructure consumed valuable engineering time. Additionally, fragmented security policies across multiple products made consistent enforcement and visibility a constant struggle. Emerging threats, such as risks from Generative AI, demanded proactive measures, while the hybrid work model required adaptable solutions for employees connecting from varied locations and accessing diverse applications. The scale and diversity of a global network further amplified these challenges, underscoring the urgency for a comprehensive, forward-thinking security strategy.
2. Crafting a Strategic Vision for Cisco Secure Access
Recognizing the need for a transformative solution, Cisco IT aligned its efforts with the development of a new SASE/SSE platform, firmly believing that Cisco could deliver an intelligent security framework tailored to the demands of a modern, distributed workforce. As an early adopter, Cisco IT committed to deploying Cisco Secure Access (CSA) at scale within its own environment, rigorously testing its capabilities before public release. This approach ensured that real-world IT challenges were addressed, validating the solution’s readiness for broader adoption. With over a decade of experience in custom-built security systems, Cisco IT brought unique expertise to the table, helping shape CSA into a platform designed to future-proof workplaces against evolving digital threats. The focus remained on creating a comprehensive toolset that could adapt to dynamic environments while maintaining stringent security standards.
Rather than rushing the process, a deliberate pace was adopted to ensure that CSA met the highest standards. The emphasis was placed on identifying and resolving the most pressing issues faced internally, with the understanding that if the solution did not work for Cisco IT, it would fall short for external customers as well. This methodical strategy prioritized quality over speed, addressing critical areas such as user experience, operational efficiency, and robust defense mechanisms. By taking the time to refine the platform, Cisco IT aimed to deliver a product capable of tackling not only current challenges but also anticipated risks, particularly those associated with AI advancements. This vision laid the groundwork for a security model that could seamlessly integrate into diverse, global operations.
3. Pioneering as Customer Zero
Embracing the role of “Customer Zero,” Cisco IT positioned itself as the first tester and enhancer of Cisco Secure Access, contributing to product refinement before market launch. Over the span of a year, dedicated efforts led to nearly 100 feature enhancements, benefiting both internal operations and future customers. This commitment to early-stage improvement underscored a strategy focused on delivering high-quality, user-friendly solutions. Small-scale Proof of Concepts (PoCs) were conducted to build confidence in the technology, allowing close collaboration with product and engineering teams to ensure the final offering met stringent quality benchmarks. This hands-on approach enabled Cisco IT to directly influence the platform’s development, aligning it with real-world needs and operational demands.
The result of this meticulous process was a cloud-delivered solution that unified multiple security functions into a single, cohesive platform. This consolidation achieved several key outcomes: simplification of IT operations and security management, reduction of complexity from disparate components, delivery of a consistent and intuitive user experience, and implementation of stronger security controls. By acting as the initial proving ground, Cisco IT not only validated the effectiveness of CSA for its own extensive network but also created a blueprint for other organizations. The emphasis on early testing and iterative improvements ensured that the platform addressed critical pain points, setting a high standard for secure access in an era defined by rapid technological change and sophisticated threats.
4. Executing a Phased Rollout of Cisco Secure Access
The internal deployment of Cisco Secure Access unfolded over six months, with a deliberate focus on minimizing disruption to users. Quality and user experience took precedence over speed, demonstrating to customers that a confident migration to such a platform is achievable. The rollout followed a phased “crawl, walk, run” methodology, starting with the transition of VPN services to CSA. This initial phase tackled two primary objectives: replacing outdated VPN infrastructure and reducing user friction while bolstering security. Simplified connectivity and unified data enabled faster issue resolution, while enhanced controls restricted access from high-risk locations. Tools like an AI Assistant for troubleshooting, ThousandEyes for digital experience monitoring, and Splunk for in-depth analysis supported IT operators, often resolving issues before users noticed them.
Subsequent phases built on this foundation. The second phase, spanning three months, accelerated the zero trust journey by migrating from Cisco Umbrella to CSA for unified security policies, implementing AI access controls to mitigate Generative AI risks, and enabling Zero Trust Access for most applications with least-privilege enforcement. The third phase expanded the focus to securing devices and integrating SD-WAN offices with CSA for comprehensive zero trust, while adopting ongoing innovations to address emerging threats. Unified policy management through Cisco’s Hybrid Mesh Firewall further enhanced security and business value. This structured, iterative approach ensured each stage delivered measurable improvements, reinforcing the platform’s capability to adapt to diverse operational needs and evolving cyber risks.
5. Reaping the Benefits of a Unified Security Platform
The adoption of Cisco Secure Access brought transformative advantages to Cisco IT’s operations, streamlining processes that once required complex, multi-step efforts into just a few clicks through a single management interface. This simplification drastically reduced administrative burdens, allowing IT teams to focus on strategic priorities rather than routine maintenance. By consolidating security services into a unified platform, potential security gaps were minimized, and consistent policy enforcement across the enterprise became achievable. Moreover, the platform’s design addressed AI-related risks by providing enhanced visibility and control, ensuring that emerging threats could be proactively managed without compromising operational efficiency.
Beyond operational gains, the impact on the workforce was significant. Employees now experience reliable connectivity whether working from an office, home, or a remote location like a coffee shop. This consistency eliminated previous frustrations tied to inconsistent access methods, fostering productivity and satisfaction. The platform’s scalability also promises room for future enhancements, positioning Cisco IT to adapt to new challenges and innovations as they arise. These benefits collectively underscore the value of a modern, integrated security solution in supporting a distributed, dynamic workforce while maintaining the highest standards of protection against an ever-changing threat landscape.
6. Drawing Insights from the Implementation Journey
The path to adopting Cisco Secure Access provided Cisco IT with critical lessons that shaped its approach to security transformation. Cross-functional collaboration emerged as a cornerstone of success, fostering stronger ties between IT and security teams. Working toward shared goals amplified outcomes, demonstrating the power of unified efforts. Equally important was securing executive sponsorship, which proved vital for prioritizing initiatives, securing funding, and aligning diverse teams. These elements of leadership and teamwork created a supportive environment that facilitated the complex process of deploying a new security framework across a global network.
Further insights highlighted the importance of user experience in driving adoption and satisfaction, emphasizing that technical solutions must prioritize ease of use. A phased rollout strategy minimized disruptions, allowing challenges to be addressed iteratively for a smoother transition. Additionally, modernizing security policies to fully leverage the capabilities of the Cisco platform was essential, ensuring that the technology’s potential was maximized. These lessons not only strengthened Cisco IT’s internal processes but also offered a roadmap for other organizations undertaking similar transformations, proving that a thoughtful, user-centric approach is key to achieving lasting security improvements.
7. Building a Future-Ready Zero Trust Framework
Reflecting on the journey, Cisco IT’s adoption of Cisco Secure Access marked a pivotal moment in establishing a robust zero trust strategy. This cloud-delivered ecosystem of security services transcended traditional access methods, offering a comprehensive solution tailored to modern challenges. The commitment to a secure, seamless IT environment for employees and customers alike was evident throughout the process. By continuously evolving zero trust strategies, the workforce was empowered to remain productive and collaborative, regardless of location, while maintaining stringent security standards. This achievement set a powerful precedent for integrating advanced security with operational flexibility.
Looking ahead, the potential of Cisco Secure Access to transform security postures became clear through innovative use cases like AI-driven policies and real-time data loss prevention. As a strategic enabler, the platform positioned Cisco IT to adapt to future workplace demands with confidence. The experience also served as a valuable guide for other organizations aiming to enhance their zero trust frameworks. By sharing this blueprint, Cisco IT contributed to a broader understanding of how integrated, forward-thinking solutions can address the complexities of cybersecurity in an AI-driven era, ensuring resilience and adaptability for years to come.
