The It as a Service (Itaas) Framework - Mann, Justin

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Résumé :

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...

Biographie:

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 Group...

Sommaire:
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