Enterprise Architecture in the Business Technology Age

1Jean-François CAENENEnterprise Architecture in the Business technology Age

Enterprise Architecturein the Business Technology Age

Jean-François [email protected]


Business demand for IT is changing

1st History

of Enterprise IT2nd History

of Enterprise IT

Macro ConditionsNew Business models

Business peopleunderstand technology

Business ValueTime To Value

Focus on automating the taskswe know [as must be done]

The IT org is the ownerBusiness people see IT as a black box

IT is rare, expensive & complex

TransactionsSystems of records

Technology is driving Business differentiation & transformation

Long cycles User ExperienceShort cycles

Continuous evolution

New usages


Business TechnologyEnterprises drive innovation by fusing technology and business

Technology increases the speed of business change,Creating more business opportunities

Business opportunitiesBusiness opportunities shape technology investments

IT inventions

Client-valued business innovation

2007Time

1960 1980 1990

Source: Forrester Research


A big shift in mindsetThink Business & Technology Together

Stop thinking:We build a collection of applicationsthat support our business

Application Silos

Start thinking:We build our business usingtechnology platforms

Tools & Services allowingfast & continuous

delivery of user features

Time To Value

A Copernican shift Co-construction


Enterprise Architecture in the Business Technology Age

From ‘‘Classic’’ EA…

Architecture is about structure Primarily used by IT people (Inside-in or Inside-out

approaches) Technology-centered EA focus on using technology Solution-centered EA focus creates silos

No or poor articulation with Business Strategy & changes Project Portfolio Managment/Investment Governance Customer Experience Management Implementation projects using flexible technologies

& agile project approaches

Architecture Clutter with complex frameworks and too many models

…To EA in the BT age

Architecture is about sustainable agility and intertwining Business & Technology

Outside-in approach Shared by IT & Business

Articulating To-day & future Business understanding Customer Experience Project Portfolio Managment/Investment Governance Business services & implementation projects using

flexible technologies & agile project approaches

Purposefully streamlined models Focus on High Impact decisions Just enough/Just In Time development of key models

Focus on sustainable business agility

Drive the deep intertwining of Business and Technology


Key EA models

Business capability maps are the lens to assess business requirements & changes

1

2

4

3

Key agility indicators enable business-centric goals

Transformation roadmaps with investment themes & agile portfolio backlog

Business Technology Service portfoliosBusiness Services are the flex points in the architecture enabling superior customer experience and business changes

BT Reference models with Business capabilities & services mapping

5


Business Capability Map

A business capability is WHAT a company needs to do to execute its business strategy

The building blocks of the business

Why use capabilities? It helps to simplify the overall picture and it provides a high-level focal point for future analysis Capability Maps are stable – Capability implementations may change over time Common language for Business and IT

Validation: Is the business taking ownership of the Capability Map?

Define WHAT the business does - Not HOW a process is performed Non-overlapping, defined independently of current IT support A small but useful collection of capabilities: 6-20 main capabilities at level 1

Manage Reservation

Monitor Customer Experience

Product & Offer Development

Engage Customers on Touch Points

Generate Demand

Performance Management

Know the customers

Revenue Management

Key Agility Indicators are defined by capabilityEx: Time to Market for a new pricing(Product & Offer Development)


IT Reference Model - The Big Picture in e-Travel

Customer Hub

Customer

Mail Internet Call Center

SocialNetworks

Multi-sites

Mobile Trade

Seamless Customer Experience

BSBig

Customer Data Next Best

Action Engine Rich

Content Management Product

& Offers Referential

ReservationPricing Engine

Revenue Management

Front-ends

Procurement& Fulfillment

PerformanceManagement

BS: Business Services

BS BS BS BS BS BS BS BS

Monitoring &Configurationby businesspeople

IllustrativeExample

Seamless integration

Partners


Articulating EA with Customer Experience Management

Analyzing the Customer Experience to identify BT Services

Process – Views – Services

6

Community help installing Sky Broadband router

Mike, a current Sky customer (as viewed on CRM, (Salesforce.com)) and new broadband user, is having trouble installing b/band router so searches Google for sky broadband help.Finds link to Sky Forum

Mike uses Sky Forum search, then adds his own post, registering through facebook connect

Case is created in CRM. Assignment is pending while Sky wait for community response

Customer and Community Guru ‘UberTechie’ answers Mike’s question through community Facebook pages, including YouTube video

UberTechie requests publication of the post as a knowledge base article, this is sent to a Sky moderator for approval

KM Article is published both on the community KB site and internally for use by Sky Agents.

Mike receives notification via SMS and views ‘UberTechie’ response.

Mike successfully installs router, updates community post and gives ‘UberTechie’ further kudos and marks post as resolved

Step 1 2 3 5 6

Technology Enablers

Salesforce.com CRM Lithium Community SFDC CRMLithium Community Knowledge Base

SFDC Corporate (internal) Knowledge Base

Process Enablers CRM, capturing customer information

‘Ask the Expert’ function within Lithium

Lithium/SFDC integration.Case Management process in SFDC

Lithium Admin console settings – Lithium Tribal Knowledge Base

Corporate Knowledgebase in CRM

12 3

4 5 6

7

8

= Recommended Enabler

legend

6










Step 1 2 3 5 6

Technology Enablers








12 3

4 5 6

7

8


legend Visibility Line

Services

Systems

6










Step 1 2 3 5 6

Technology Enablers








12 3

4 5 6

7

8


legend

Customer Journey

Service

Design

Thinking


Agile and iterative approach to the roadmap Agile@scale

Agile practices has been extended to large scale program

The roadmap will define an Agile program with co-ordinated teams delivering user benefits every 4-6 months Time boxing approach at the program level with a common understanding & tracking of the program goals with the capability to add opportunities after program start

keeping the well known benefits of Agile approaches (early feedbacks, flexibility, value driven delivery…)

while managing global goals tracking, global architecture consistency and teams work effectiveness

Feb Mar Apr May Jun Jul Aug Sep Oct Nov

Dec Jan

Release ReleaseRelease


Agile@scale – Program Management

Flexibility

Link to theBusinessStrategy

Masteringthe Global

Architecture

Periodicre-evaluation

The End of therigid annualproject plan

A uniqueproject pace

3-4 releases/y


Agile@scaleAgile Enterprise Architecture is a Collaboration

Build the simplest architecture that

can possibly work

Architectural features

Architectural& technicalwork

Architectural Epics

Architecture& Innovation

feedback


Enterprise Architecture in the Business Technology Age

The need for business agility drives the need for a strong EA practice

Enterprise Architects and CIOs find that existing methodologies are inadequate for this environment

Redefining Enterprise Architecture foundations

The usual layering of infrastructure, data, applications and business domains, each independently defined and evolved, does not work as EA evolves toward a business focus

Enterprise Architecture needs to articulate several works: To-day & Future Business understanding, Customer Experience & Service Design, Project Portfolio Management/Investment Governance and Business services & implementation projects using flexible technologies & agile project approaches

EA’s proper Focus For The Next decade: Sustainable Business agility in an Outside-In approach

Extending Lean And/Or Agile Methodologies Practices To Architecture

Enterprise Architecture in the Business Technology Age

Technology

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