IT Transformation Journey Map Robert Roffey, Director Cisco Customer Experience December 2018
IT Transformation Journey Map
Robert Roffey, Director Cisco Customer Experience
December 2018
Introductions
• Director, Customer Experience – 12
years at Cisco
• Participant - IT Exchange Program with
Department of Defense
• Previously – 8 years big four consulting
and 10 years procurement
Agenda
• Introductions and Context
• The IT Transformation Journey Map • Structure
• Value Proposition
• Closing Thoughts
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Foundational: Architecture Led; Service Oriented
SERVICE
FOUNDATION
General ManagerService Roles
Service PortfolioMetrics & Reviews
Self-Service Management Service Performance Insights
Arch Led; Service OrientatedEmpowered Accountability
People
ProcessPlatform
Culture
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15% Change the Business
IT often focuses on governing investment portfolios more aggressively than run the business costs
IT Spend
20% Grow the Business
65% Run the Business
Spend Governance
Operations
Governance
Investment
Portfolio
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What has Cisco gained from this transformation?
Cisco IT has a better way to discuss needs, tradeoffs and funding decisions with the business
in terms that they can understand while making the magic of IT happen behind the scenes.
❖ Reduced data center space requirements by 60-80%
❖ Reduced P1 instances by 75%, reducing service
outage time by 90%
❖ Reduced time to provision from 8 weeks to 15
minutes
❖ Improved application performance by 18-85%
❖ Demonstrated Cisco’s Cloud Innovation, delivering
Infrastructure as a Service (IaaS)
❖ Improved decision making advantage by focusing
on the right priorities
Notable Improvements
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$IT
Budget
$Business
Budget
CIO Challenges
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CIO Challenges
8
Speed SecurityRelevance Cost
$
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Why Journey Map?
Knowing where you want to go doesn’t necessarily mean you know how to get there.
It’s about getting there…
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The Framework ProvidesAccelerant to Get You to Your
Desired End State
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Operations Services TechnicalArchitecture
BusinessArchitecture
IT Transformation Journey Map
FAST IT
Organizational Change Management & Governance
Delivery Steps
Business Outcomes
IT Outcomes
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Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
Operations
Services
Technical
Architecture
Business
Architecture
Fast IT
Organizational
Change
Management
& Governance
Client-Specific Journey Map
Services Portfolio
Architecture Groupings
IT Asset and Inventory Management Analysis
Systems and Technology Model Views
Service and Architecture Reviews
Continuous DeliveryFast IT Readiness Assessment
Strategy and Governance PMO and Organizational Alignment
Connected Architecture
Metrics Playbook Cost Model Roles and Responsibilities
Hybrid Cloud Strategy
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Operations Services TechnicalArchitecture
BusinessArchitecture
IT Transformation Journey Map
FAST IT
Organizational Change Management & Governance
Delivery Steps
Business Outcomes
IT Outcomes
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IT Transformation: Operations
Services TechnicalArchitecture
BusinessArchitecture
FAST IT
Delivery Steps
Business Outcomes
IT Outcomes
Operations
Delivery Steps
Business Outcomes
IT Outcomes
Organizational Change Management & Governance
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Operations
IT Transformation: Operations
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IT Transformation: OperationsOperations
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IT Transformation: OperationsOperations
Source: http://www.graphiquedefrance.com/product-p/gano533.htm
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Trust Is Built On DependabilityOperations
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Operations TechnicalArchitecture
BusinessArchitecture
FAST IT
Delivery Steps
Business Outcomes
IT Outcomes
IT Transformation: Services
Services
Delivery Steps
Business Outcomes
IT Outcomes
Organizational Change Management & Governance
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Transformational ShiftServices
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Driving the “General Manager” Mindset
IT as a Service
Business within a Business
Service to Customers
Cost Transparency
& Investment
Value
CompetitionQuality &
User Experience
Services
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Services
Focus on Customers’ Experiences
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Services
The Service Transformation Enablers
SERVICE
TRANSFORMATION
ENABLERS
Change
Governance
Costing
Taxonomy
Catalog
Roles
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IT as Trusted Advisors
Service OwnersService Offering
ManagersService ArchitectsService Executives
Accountable for
determining strategy for a
set of related services.
Trusted advisor to
business counterparts.
Accountable for end-to-
end service strategy and
delivery. Drive
continuous improvement
and value delivery to
business stakeholders.
Responsible for overall
operational excellence and
client experience for a
service offering.
Responsible for making
service architectural
decisions and develop
roadmap based on
business outcomes.
Services
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Balance TCO and Customer ExperienceServices
TCOCustomer
Experience
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Services Focus Sets Stage for CloudServices
Cloud
Speed
Security
Quality
Cost$
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Requires a New Level of Transparency… TRUST
Services
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IT Transformation: Technical Architecture
Operations Services BusinessArchitecture
FAST IT
Delivery Steps
IT Outcomes
TechnicalArchitecture
Delivery Steps
Business Outcomes
IT Outcomes
Organizational Change Management & Governance
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silo? ?
Q1 Q2 Q3 Q4 Q1 Q2
Technical Architecture
Too Broadly Distributed
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My favorite analogy…..
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Architecture Needs to Be a Verb, Not a Noun! Technical
Architecture
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IT Transformation: Business Architecture
Operations Services TechnicalArchitecture
FAST IT
BusinessArchitecture
Delivery Steps
Business Outcomes
IT Outcomes
Organizational Change Management & Governance
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IT Transformation: Business ArchitectureBusiness
Architecture
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IT Transformation: Business Architecture Business
Architecture
Source: http://www.ebay.com/itm/10-pairs-Male-Female-Deans-style-connectors-lipo-battery-esc-rc-airplane-
no-slip-/222173637274
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IT Transformation: Business ArchitectureBusiness
Architecture
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Business Architecture: Speed & FlexibilityBusiness
Architecture
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Business Architecture: It’s How It Fits Together! Business
Architecture
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IT Transformation: Fast IT
Operations Services TechnicalArchitecture
BusinessArchitecture
FAST IT
Delivery Steps
Business Outcomes
IT Outcomes
Organizational Change Management & Governance
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IT Transformation: Fast ITFAST
IT
Concurrent and
Continuous Delivery
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FAST
IT
IT Transformation: Fast IT
Major Change Effort
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Fast IT: Requires People, Process, and Technology Change FAST
IT
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There is Cumulative Value to the JourneyFAST
IT
Speed
Security
Relevance
Cost$
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IT Must Move At the Speed of Business, or Get Left Behind! FAST
IT
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Journey Map: Governance
Operations Services TechnicalArchitecture
BusinessArchitecture
FAST IT
Organizational Change Management & Governance
Delivery Steps
Business Outcomes
IT Outcomes
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GovernanceGovernance
Organizational Change Management & Governance
Leadership Communications Roles Metrics Rewards
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Change is not optional: You can either lead it, or have it forced on you!
Governance
Source: http://letstalknevada.com/why-do-people-dismiss-science/
Value Case
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A reference for our model
Questions
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Eight year journey for Cisco – still progressing
Closing Thoughts
Experience + Development within industry = acceleration
Getting there is more than knowing where you want to go….
Thank you!
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Operations Services Technical Architecture
BusinessArchitecture
IT Transformation Journey Map
FAST IT
Organizational Change Management & Governance
Delivery
Steps
• Establish a Long-Term Vision• As-Is Assessment /
Gap Analysis• Prioritized & Re-prioritized
Improvement Initiatives
• Stable environments• Dependable and predictable
performance• Rationalized portfolios
• Credibility with clients• First steps to vanilla systems• Targeted revised metrics
• Establish and align architectural priorities
• Define methodology, reference model, planning portfolios, and IT capability roadmaps
• Baseline benchmarking
• Reduced TCO & Business continuity risk
• IT Spending aligned to business priorities (moved from Fast IT)
• Improved resiliency• Increased Client Satisfaction• Transform isolated
architectures to a converged architecture
• Define enterprise transformation priorities
• Establish business architecture practice
• Connect architecture and service processes
• Business Innovation• Reduced time to capability• Transparency for better
investment decisions• Maximized business value
• Improved resiliency• Increased Client Satisfaction• Transform isolated
architectures to a converged architecture
• Standardize and automate development processes
• Establish new quality management processes
• Enable continuous integration
• Significant reduction in time-to-market for new capabilities
• Business Processes and Technology Aligned
• Reduced TCO
• Rapid Release Cycle• Enterprise Architecture
usability measures• Responsiveness to emerging
technology trends
• Define Services Vision & Services Catalog
• Establish Service Costing & New Governance Model
• Implement new roles
• Client –focused performance metrics
• Increased value from IT & Lower TCO
• Movement of dollars from RTB to CTB
• IT Service Efficiency• Employee Satisfaction• Increase Client Satisfaction
and IT Transparency
Business
Outcomes
IT
Outcomes