IT as a Service (ITaaS) Framework, The: Transform to an End-to-End Services Organization and Operate IT like a Competitive Business

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

Table of Contents

    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
    

Submit Errata