Justin Mann

The It as a Service (Itaas) Framework

Transform to an End-To-End Services Organization and Operate It Like a Competitive Business

• Broschiertes Buch

Produktbeschreibung

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 readers with an in-depth guide ensuring that Services Transformation achieves the intended value outcomes of establishing IT as a trusted adviser 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 transformation alongside best practices, templates, and other artifacts to guide Services Transformation.

Produktdetails

• Verlag: Pearson Education
• Seitenzahl: 320
• Erscheinungstermin: 7. Februar 2018
• Englisch
• Abmessung: 231mm x 187mm x 22mm
• Gewicht: 557g
• ISBN-13: 9781587145018
• ISBN-10: 1587145014
• Artikelnr.: 48095027

Autorenporträt

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.

Inhaltsangabe

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