IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018....

58
IT Transformation Journey Map Robert Roffey, Director Cisco Customer Experience December 2018

Transcript of IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018....

Page 1: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

IT Transformation Journey Map

Robert Roffey, Director Cisco Customer Experience

December 2018

Page 2: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

Introductions

• Director, Customer Experience – 12

years at Cisco

• Participant - IT Exchange Program with

Department of Defense

• Previously – 8 years big four consulting

and 10 years procurement

Page 3: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

Agenda

• Introductions and Context

• The IT Transformation Journey Map • Structure

• Value Proposition

• Closing Thoughts

Page 4: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public

Foundational: Architecture Led; Service Oriented

SERVICE

FOUNDATION

General ManagerService Roles

Service PortfolioMetrics & Reviews

Self-Service Management Service Performance Insights

Arch Led; Service OrientatedEmpowered Accountability

People

ProcessPlatform

Culture

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15% Change the Business

IT often focuses on governing investment portfolios more aggressively than run the business costs

IT Spend

20% Grow the Business

65% Run the Business

Spend Governance

Operations

Governance

Investment

Portfolio

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What has Cisco gained from this transformation?

Cisco IT has a better way to discuss needs, tradeoffs and funding decisions with the business

in terms that they can understand while making the magic of IT happen behind the scenes.

❖ Reduced data center space requirements by 60-80%

❖ Reduced P1 instances by 75%, reducing service

outage time by 90%

❖ Reduced time to provision from 8 weeks to 15

minutes

❖ Improved application performance by 18-85%

❖ Demonstrated Cisco’s Cloud Innovation, delivering

Infrastructure as a Service (IaaS)

❖ Improved decision making advantage by focusing

on the right priorities

Notable Improvements

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$IT

Budget

$Business

Budget

CIO Challenges

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CIO Challenges

8

Speed SecurityRelevance Cost

$

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Why Journey Map?

Knowing where you want to go doesn’t necessarily mean you know how to get there.

Page 10: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

It’s about getting there…

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The Framework ProvidesAccelerant to Get You to Your

Desired End State

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Page 13: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public

Operations Services TechnicalArchitecture

BusinessArchitecture

IT Transformation Journey Map

FAST IT

Organizational Change Management & Governance

Delivery Steps

Business Outcomes

IT Outcomes

Page 14: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4

Operations

Services

Technical

Architecture

Business

Architecture

Fast IT

Organizational

Change

Management

& Governance

Client-Specific Journey Map

Services Portfolio

Architecture Groupings

IT Asset and Inventory Management Analysis

Systems and Technology Model Views

Service and Architecture Reviews

Continuous DeliveryFast IT Readiness Assessment

Strategy and Governance PMO and Organizational Alignment

Connected Architecture

Metrics Playbook Cost Model Roles and Responsibilities

Hybrid Cloud Strategy

Page 15: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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Operations Services TechnicalArchitecture

BusinessArchitecture

IT Transformation Journey Map

FAST IT

Organizational Change Management & Governance

Delivery Steps

Business Outcomes

IT Outcomes

Page 16: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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IT Transformation: Operations

Services TechnicalArchitecture

BusinessArchitecture

FAST IT

Delivery Steps

Business Outcomes

IT Outcomes

Operations

Delivery Steps

Business Outcomes

IT Outcomes

Organizational Change Management & Governance

Page 17: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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Operations

IT Transformation: Operations

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IT Transformation: OperationsOperations

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IT Transformation: OperationsOperations

Source: http://www.graphiquedefrance.com/product-p/gano533.htm

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Trust Is Built On DependabilityOperations

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Operations TechnicalArchitecture

BusinessArchitecture

FAST IT

Delivery Steps

Business Outcomes

IT Outcomes

IT Transformation: Services

Services

Delivery Steps

Business Outcomes

IT Outcomes

Organizational Change Management & Governance

Page 22: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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Transformational ShiftServices

Page 23: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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Driving the “General Manager” Mindset

IT as a Service

Business within a Business

Service to Customers

Cost Transparency

& Investment

Value

CompetitionQuality &

User Experience

Services

Page 24: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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Services

Focus on Customers’ Experiences

Page 25: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding
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Services

The Service Transformation Enablers

SERVICE

TRANSFORMATION

ENABLERS

Change

Governance

Costing

Taxonomy

Catalog

Roles

Page 27: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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IT as Trusted Advisors

Service OwnersService Offering

ManagersService ArchitectsService Executives

Accountable for

determining strategy for a

set of related services.

Trusted advisor to

business counterparts.

Accountable for end-to-

end service strategy and

delivery. Drive

continuous improvement

and value delivery to

business stakeholders.

Responsible for overall

operational excellence and

client experience for a

service offering.

Responsible for making

service architectural

decisions and develop

roadmap based on

business outcomes.

Services

Page 28: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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Balance TCO and Customer ExperienceServices

TCOCustomer

Experience

Page 29: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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Services Focus Sets Stage for CloudServices

Cloud

Speed

Security

Quality

Cost$

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Requires a New Level of Transparency… TRUST

Services

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IT Transformation: Technical Architecture

Operations Services BusinessArchitecture

FAST IT

Delivery Steps

IT Outcomes

TechnicalArchitecture

Delivery Steps

Business Outcomes

IT Outcomes

Organizational Change Management & Governance

Page 32: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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silo? ?

Q1 Q2 Q3 Q4 Q1 Q2

Technical Architecture

Too Broadly Distributed

Page 33: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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My favorite analogy…..

Page 34: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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Architecture Needs to Be a Verb, Not a Noun! Technical

Architecture

Page 35: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public

IT Transformation: Business Architecture

Operations Services TechnicalArchitecture

FAST IT

BusinessArchitecture

Delivery Steps

Business Outcomes

IT Outcomes

Organizational Change Management & Governance

Page 36: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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IT Transformation: Business ArchitectureBusiness

Architecture

Page 37: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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IT Transformation: Business Architecture Business

Architecture

Source: http://www.ebay.com/itm/10-pairs-Male-Female-Deans-style-connectors-lipo-battery-esc-rc-airplane-

no-slip-/222173637274

Page 38: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding
Page 39: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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IT Transformation: Business ArchitectureBusiness

Architecture

Page 40: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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Business Architecture: Speed & FlexibilityBusiness

Architecture

Page 41: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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Business Architecture: It’s How It Fits Together! Business

Architecture

Page 42: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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IT Transformation: Fast IT

Operations Services TechnicalArchitecture

BusinessArchitecture

FAST IT

Delivery Steps

Business Outcomes

IT Outcomes

Organizational Change Management & Governance

Page 43: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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IT Transformation: Fast ITFAST

IT

Concurrent and

Continuous Delivery

Page 44: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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FAST

IT

IT Transformation: Fast IT

Major Change Effort

Page 45: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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Fast IT: Requires People, Process, and Technology Change FAST

IT

Page 46: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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There is Cumulative Value to the JourneyFAST

IT

Speed

Security

Relevance

Cost$

Page 47: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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IT Must Move At the Speed of Business, or Get Left Behind! FAST

IT

Page 48: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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Journey Map: Governance

Operations Services TechnicalArchitecture

BusinessArchitecture

FAST IT

Organizational Change Management & Governance

Delivery Steps

Business Outcomes

IT Outcomes

Page 49: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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GovernanceGovernance

Organizational Change Management & Governance

Leadership Communications Roles Metrics Rewards

Page 50: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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Change is not optional: You can either lead it, or have it forced on you!

Governance

Source: http://letstalknevada.com/why-do-people-dismiss-science/

Page 51: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

Value Case

Page 52: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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Page 53: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 53

A reference for our model

Page 54: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

Questions

Page 55: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public

Eight year journey for Cisco – still progressing

Closing Thoughts

Experience + Development within industry = acceleration

Page 56: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

Getting there is more than knowing where you want to go….

Page 57: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

Thank you!

Page 58: IT Transformation Journey Map · IT Transformation Journey Map Robert Roffey, ... December 2018. Introductions ... Cisco IT has a better way to discuss needs, tradeoffs and funding

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Operations Services Technical Architecture

BusinessArchitecture

IT Transformation Journey Map

FAST IT

Organizational Change Management & Governance

Delivery

Steps

• Establish a Long-Term Vision• As-Is Assessment /

Gap Analysis• Prioritized & Re-prioritized

Improvement Initiatives

• Stable environments• Dependable and predictable

performance• Rationalized portfolios

• Credibility with clients• First steps to vanilla systems• Targeted revised metrics

• Establish and align architectural priorities

• Define methodology, reference model, planning portfolios, and IT capability roadmaps

• Baseline benchmarking

• Reduced TCO & Business continuity risk

• IT Spending aligned to business priorities (moved from Fast IT)

• Improved resiliency• Increased Client Satisfaction• Transform isolated

architectures to a converged architecture

• Define enterprise transformation priorities

• Establish business architecture practice

• Connect architecture and service processes

• Business Innovation• Reduced time to capability• Transparency for better

investment decisions• Maximized business value

• Improved resiliency• Increased Client Satisfaction• Transform isolated

architectures to a converged architecture

• Standardize and automate development processes

• Establish new quality management processes

• Enable continuous integration

• Significant reduction in time-to-market for new capabilities

• Business Processes and Technology Aligned

• Reduced TCO

• Rapid Release Cycle• Enterprise Architecture

usability measures• Responsiveness to emerging

technology trends

• Define Services Vision & Services Catalog

• Establish Service Costing & New Governance Model

• Implement new roles

• Client –focused performance metrics

• Increased value from IT & Lower TCO

• Movement of dollars from RTB to CTB

• IT Service Efficiency• Employee Satisfaction• Increase Client Satisfaction

and IT Transparency

Business

Outcomes

IT

Outcomes