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Locate and Deploy Experts Requirements Rollup, Business Architecture, Integrated Roadmap

September 14 th , 2010. Locate and Deploy Experts Requirements Rollup, Business Architecture, Integrated Roadmap. How do we drive to an Integrated SDCA Roadmap?. Develop an aligned Integrated Roadmap and Funding Model. Business Architecture capturing requirements.

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Locate and Deploy Experts Requirements Rollup, Business Architecture, Integrated Roadmap

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  1. September 14th, 2010 Locate and Deploy Experts Requirements Rollup, Business Architecture, Integrated Roadmap

  2. How do we drive to an Integrated SDCA Roadmap? Develop an aligned Integrated Roadmap and Funding Model Business Architecture capturing requirements Identify the impact that enabling or enhancing the requirement would have on the impacted strategic pillar; also quantify which business imperatives will be impacted – increased CSAT, margin, services revenue, ET and AT and Feature Absorption, Partner Success. This provides a way to prioritize requirements to target 2 Identify collaboration themes that need to be manifested in order to enable the business capability requirements. In other words, what facet of collaboration is needed for the business capability to be made possible? 3 Identify collaboration process & workflows needed to enable the reqm’t Describe and quantifyimpact to key SDCA pillars Map the business process and workflows that enable the business capabilities into their top level business container. The interplay between these requirements define the business and technology architectures. Develop integrated roadmap: evaluate possible enhancements to in-flight programs. Outline required new initiatives 4 5 Identify requirements and capture SDCA Strategic Pillar impact Select a future-state requirements that would create value for Cisco’s employees, customers and/or partners. Capture the key elements of interactions between these requirements and the agreed SDCA Strategic Pillars 1

  3. Service Delivery Collaboration Architecture Requirements rollup

  4. Approach • (Evaluate BOST as a framework for moving forward) • Complete mapping to requirements including metrics and impact • Select those that have a medium to high impact and at least 1 business imperative improvement • Consider the ‘group containers’ of the requirements • Map these ‘group containers’ by calling out the key attributes and functions

  5. Locate and Deploy Experts: Collaborative Capabilities Locate and Deploy Experts Other Reporting Skills Repository Skills Assessment Engagement Management Flagging active and Asynchronous Engagements for Collaboration Technology and Technology Solutions Accessible to internal and external resources Ability for Cisco to identify customer experts for trials WFM Incident Access for Expert Collaboration Customer Knowledge Security appropriate to access privileges Community Experts and associated incentives Entitlement Change Management Expert Access Operational Management Employee incentives and role definition changes Languages / Travel / Certs / Clearances / Region Ease of Search Trends / BI / Analytics Tools Competency (incl Collaboration) Standard skills definition Security esp. in competitive situations Deal Transaction Support 3rd Party Participation Reports Supervisor, Peers, Customers, 3rd Party Risk and Issue Management Customer Feedback / Acceptance / Value Partner Contractor Expert Engagement Process Resource Availability & Utilization Management Transition Management

  6. Know Me: Collaborative Capabilities Know Me Support Metrics Cisco Capabilities and Service Offers Customer/Partner Business Info Customer/Partner Individual Info Customer/Partner Technology Info Install Base (Cisco, Partners, Competitors) Individual Info (Titles/Roles) Current Opportunities Past Performance Support Capabilities Mapped to Preferences Partner Access to Customer Info Account Information Historical Support and Purchase Info Customer/Partner Experience and Sentiment Data Services Offerings Gaps in Services Coverage Training and Certifications AS Engagement and Projects Info Indirect Feedback (Soc. Networks/ Community Pages) Partner/3rd Party Offerings Account Profile Oracle RMAs Services Renewal Dates Internal Experts and Capabilities HW/SW Quality Metrics Reputation (RMAs, etc..) Auto ID of Location HW/SW Support and Sales Coverage Info Technologies or Services Being Developed /Acquired Reliability and Availability Metrics Assurance Tools and Data Organizational Buying Habits/Trends Community Spaces and Social Network Useage and ID Technical Support Metrics Upcoming Marketing or Promotional Programs Order Fulfillment Metircs Current Services and Support Coverage Individual Technology/Services Interests CAP Cases Buying Habits, Budgets, Coverage Cisco Groups working with Customer today Customer Support Preferences Industry Vertical Assumption: KnowledgeBase will engineer the solution of “How” the information will be put together and who will get access Organizational Support Preferences

  7. Knowledge Base: Collaborative Capabilities Knowledge Base

  8. Insights to Action: Collaborative Capabilities Insights to Action

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