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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