IT as a Service (ITaaS) Framework, The

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