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IT Organizational Change
How Cisco IT Implemented
Organizational Change and Advanced
Services for Operational Success
A Cisco on Cisco Case Study: Inside Cisco IT
Presentation_ID
© 2009 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
1
Overview
 Challenge
Optimize IT services and resources while reducing costs and improving organizationwide productivity
 Solution
Engage Cisco Advanced Services to assess the situation and restructure to Cisco’s
own lifecycle model
 Results
Operational metrics and staff utilization were improved dramatically
 Next Steps
Continue to track metrics and assess the organization regularly
Presentation_ID
© 2009 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
2
Challenge
Optimize services and resources, reduce
costs, improve productivity
 Cisco IT Network and Data Center
Services (NDCS) used a traditional
siloed organizational structure, with
staffers doing both implementational
as well as operational tasks
 Duplication of effort
 Lack of focus for the staff
Presentation_ID
© 2009 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
3
Solution
Engage Cisco Advanced Services and Restructure
 Cisco Advanced Services assessed the
people, process, and tools needed to
mitigate operational risk and network
complexity by running an Operational
Risk Management Analysis (ORMA).
 NDCS was restructured from the
traditional organizational model to Cisco’s
own lifecycle model to provide the Cisco
additional scalability and agility
Presentation_ID
© 2009 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
4
Results
Improved operational metrics and staff utilization
 Dramatic improvement in all of the operational
maturity areas called out in the ORMA report
 Reduced the defective root cause percentage
from 40 percent to 10 percent
 Decreased the number of cases by 60 percent
 Decreased the time to repair by 70 percent
 Reduced outage duration by 70 percent
 Increased the satisfied SLAs from 60 percent to
90 percent
 Customer satisfaction scores jumped to 4.856
(scale of 1-5)
 Reduced outage frequency from 190 per quarter
down to 68
Presentation_ID
© 2009 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
5
Next Steps
Continue to track metrics and assess the
organization regularly
 Spend more time training and mentoring
 The creation of “focus areas” has
enabled sub-teams to tackle specific
service areas in need of more attention
 NDCS is well positioned to accommodate
growth and respond well to business
demands
Presentation_ID
© 2009 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
6
To read the case study or for additional Cisco IT case studies on a variety of
business solutions, visit Cisco on Cisco: Inside Cisco IT
www.cisco.com/go/ciscoit
Presentation_ID
© 2009 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
7