The complete guide to planning, implementing, and operating IT as a Service (ITaaS)
Ongoing digitization, along with the risks of digital disruption, mean today's Enterprise businesses are more reliant than ever on their IT Organizations to be successful; but business cannot wait on IT. Instead, Enterprise IT Organizations must transform to Fast IT to keep pace with the various lines of business, operate more agilely and efficiently than ever before, while simultaneously supporting rapid innovation of transformative capabilities.
The IT as a Service (ITaaS) Framework-based on the work pioneered by Cisco's own global IT organization-is a proven model for transforming to an end-to-end Services Organization, and shifting the underlying culture of the IT organization as a foundation for Fast IT. Now, the developer of the ITaaS framework provides you with an in-depth guide ensuring that your Services Transformation achieves the intended value outcomes of establishing IT as a trusted advisor to the business, and operating IT like an agile, competitive, and cost-efficient business within a business.
Drawing on his pioneering experience, the author emphasizes implementation alongside theory, illuminating entertaining stories from his own consulting experience, and pulling back the curtain on Cisco IT's own revolutionary tranformation alongside best practices, templates, and other artifacts to guide your Services Transformation.
The time for IT Transformation is now, and there has never been a better place to start.
Uncover and communicate the value that IT creates for the Enterprise business
Initiate and sustain a cultural shift across the IT Organization
Create a Service-based view of IT assets, resources, and budgets
Transform the customer experience by leveraging IT Services as a layer of abstraction
Design IT Services that support outcomes for the Lines of Business
Develop a Taxonomy that creates strategic levers for steering the IT organization
Measure IT Service Performance in terms familiar to business leaders
Link IT Service Performance to business outcomes
Demonstrate the total costs of IT Service Delivery in easy to understand models
Empower Service Owners to act as General Managers accountable for the value a Service delivers
Exchange information with and bolster Enterprise Architecture and
IT Technical Operations functions n Establish a foundation for Fast IT, the mandatory future for Enterprise
IT Organizations
Reihe
Sprache
Verlagsort
Verlagsgruppe
Zielgruppe
Maße
Höhe: 230 mm
Breite: 188 mm
Dicke: 18 mm
Gewicht
ISBN-13
978-1-58714-501-8 (9781587145018)
Schweitzer Klassifikation
Justin Mann, CCIE No. 27040, is a senior Business and Technology Architect with Cisco's Advanced Services. Throughout his technical career that began in his teens, he has remained dedicated to understanding the business of his customers, even going so far as attending Sea-Survival and Helicopter Underwater Extraction Training (HUET) in support of oil and gas customers. This background allowed him to successfully lead the earliest Cisco engagements with customers seeking to transform their own IT organizations by following the work pioneered by Cisco IT. By working across IT and business teams at all levels, and over time across different industries and enterprises, Justin developed and refined the now-formal ITaaS framework and Services Transformation Program, allowing IT organizations to transition to end-to-end Services organizations and truly begin to operate IT like a competitive business.
During his free time, Justin is an adventure-traveler, book collector, and comic-book and videogame geek; he can be found on most weekends riding trails on his horse, Lucas. Whenever possible, Justin leverages his passion for travel and horseback riding to work with special-needs children both internationally and locally through a therapeutic horseback riding stable, ManeGait. A portion of the author's proceeds will be donated to ManeGait, and we actively encourage, welcome, and sincerely appreciate donations from interested readers.
Foreword iv
Introduction xviii
Part I Introducing IT as a Service
Chapter 1 The Case for IT Transformation and IT as a Service (ITaaS) 1
The Drivers for IT Transformation 3
Digitization 3
Digital Disruption 4
The Internet of Things 5
IT Transformation Challenges 5
Historical Challenges Facing IT Organizations 6
Emerging Challenges for IT Organizations 8
The Purpose and Culture of IT Organizations 11
Getting Back to the Basics of Business 11
A Candid Look at the Culture of Today's IT Organization 14
The Implications for Today's IT Organizations 18
Considerations for Services Transformation 22
Summary 24
Chapter 2 Introducing Cisco ITaaS Framework and Services Transformation
Program 25
IT Operating Models 26
IT Technical Operations 28
IT Service Delivery 29
Enterprise Architecture 31
Making Capabilities Available "as a Service" 33
Introducing Cisco IT as a Service Framework 34
Service Delivery Roles and Responsibilities 36
IT Services 37
Service Design, Delivery, and Management 41
Service Value Communications 43
Introducing Cisco Services Transformation Program 49
Program and Workstream Governance 51
Services Transformation Change Leadership 52
Discovery and Design Phase 52
Transformation Phase 1 54
Transformation Phase 2 56
Transformation Phase 3 56
Summary 57
Chapter 3 Change Leadership and Ensuring a Successful Transformation 59
Building the Change Leadership Team 60
Identifying Services Transformation Critical Success Factors 60
Executive Sponsorship 62
Championing a New Culture of IT 65
Engaging the Business 65
Top-Down/Business-First Services Design 67
Complete/End-to-End IT Services Transformation 67
Centralized Transformation Authority 68
Employing Change Leadership Strategies and Tactics 69
Managing Services Transformation Messaging Strategies 70
Optimizing Stakeholder Engagement 73
Changing the Culture of IT 74
Services Transformation Program Best Practices and Lessons Learned 79
Show Value Early 79
Show Value Often 80
Engage the Business Early 80
General Transformation Program Best Practices 81
Summary 85
Part II The IT as a Service Framework
Chapter 4 Service Delivery Taxonomy and Definition of a Service 87
Service Definition Considerations 87
A Step-by-Step Approach to Defining a Service 89
The ITaaS Framework's Definition of a Service 91
Considerations for IT Services 92
IT Services as a Layer of Abstraction 93
IT Service-Types 97
Service Hierarchies and Service Chains 99
Service Ownership 101
Impact of Services 101
The IT Service Delivery Taxonomy 102
The Benefits of a Taxonomy 102
Taxonomy Considerations 104
The ITaaS Framework's Reference Taxonomy 105
Strategic Service Groups 106
Service Categories (Service Architecture Groups) 107
Services 108
Service Offerings 108
Service Assets 109
The Reference Taxonomy in Practice 110
Tailoring a Taxonomy 112
Sample Tailored Taxonomy 113
Summary 114
Chapter 5 Mapping Enterprise Technical Capability Requirements 117
The Purpose and Value of a Technical Capabilities Map 118
Considerations for Mapping Technical Capabilities 119
Creating the Enterprise Technical Capabilities (ETC) Map 121
Designing the Enterprise Technical Capabilities Map 121
Building the ETC Map 123
Service Capability Roadmaps 125
Summary 127
Chapter 6 Service Design and Building the IT Service Portfolio 129
Service Portfolio Overview 130
Purpose and Value of the Service Portfolio 130
Service Portfolio Considerations 131
Portfolio Design Considerations 133
Designing IT Services 139
Basic IT Service Design 139
Service Design by Type 142
Enterprisewide Service Design Considerations 144
Designing the Service Portfolio 146
Designing Service Offerings 147
Capturing Service Asset References 148
Designing Strategic Service Groups 148
Designing Service Categories 151
Summary 151
Chapter 7 Service Delivery Roles and Responsibilities 153
Purpose and Value of Service Roles 153
Structuring Service Delivery 154
Establishing Accountability 154
Cultivating IT and Business Relationships 155
Sustaining the Cultural Shift of the IT Organization 156
Challenges and Considerations for Service Delivery Roles 156
Considerations for ITaaS Service Roles and Responsibilities 156
How to Identify Strong Service Delivery Resources 158
Challenges for Service Delivery Roles and Responsibilities 159
Change Leadership Recommendations 161
How to Design and Tailor Service Delivery Roles 162
Service Delivery Roles and Responsibilities 163
Service Owners 164
Summary 178
Chapter 8 Measuring IT Service Performance 179
Service Performance Considerations 180
Service Metrics Considerations 181
Prioritizing Both Consistency and Customization 182
Managing an End-to-End Service Performance Strategy 182
Overview of the ITaaS Service Performance Strategy 183
Service Metric Categories 183
Quality 186
Leverage 188
Speed 191
Risk 193
Customer Experience 196
Best Practices for Measuring Service Metrics 199
How Service Metrics Translate to Business Outcomes 201
Reasons to Chain Service Metrics 202
End-to-End Service Metrics Interpretation 203
Dashboards and Scorecards 203
Tactics for Reporting and Presenting Service Performance 204
Service Performance Change Leadership Strategies 205
Service Performance Strategy Management 206
Summary 208
Chapter 9 Modeling the Total Costs of IT Service Delivery 209
Purpose and Goals for IT Service Cost Modeling 210
Considerations for IT Service Costing 210
Essential IT Finance Concepts 214
The Different Views of an IT Budget 214
Chargeback versus Showback Policies 215
Bottom-up versus Direct + Chained Costs Models 217
Cost Distributions 218
IT Service Cost Modeling 219
Direct Service Costs 220
Indirect Service Costs 223
Service Costing Strategies 225
Summary 228
Part III Bringing the Framework Together and Optimizing the Transformation
Chapter 10 Communicating IT Service Value 229
Considerations for IT Service Value 230
A Strategy for Communicating IT Service Value 231
Structuring a Service Review 232
Service Review Best Practices 236
Evolving Service Value Conversations 241
Summary 243
Chapter 11 Completing the Services Transformation 245
The Final Phase of Services Transformation 246
Overview of a Complete IT Service Delivery Model 247
Service Catalogs and Customer Request Portals 250
Corporate E-Store Design Best Practices 252
Strategies for Optimizing IT Service Delivery 255
Considerations for the Completed Service Delivery Framework 259
Summary 260
Part IV The Future
Chapter 12 Fast IT-The Mandatory Future for Enterprise IT Organizations 263
The Purpose and Goals of Fast IT 263
The Concept of Fast IT 264
Moving from Shadow IT to Customer-Initiated IT 266
Uncovering Fast IT 267
The Building Blocks of Fast IT 267
The Mechanics of Fast IT 268
Continuous Delivery 269
Taking Services Beyond the IT Organization 272
Summary 272
Appendix
Appendix A Cisco ITaaS Framework Reference Portfolio 275
9781587145018, TOC, 1/17/2018
