IT as a Service (ITaaS) Framework, The

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

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