September 14 th 2010
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Locate and Deploy Experts Requirements Rollup, Business Architecture, Integrated Roadmap PowerPoint PPT Presentation


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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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September 14 th 2010

September 14th, 2010

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


How do we drive to an integrated sdca roadmap

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


Requirements rollup

Service Delivery Collaboration Architecture

Requirements rollup


Approach

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


Locate and deploy experts collaborative capabilities

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


Know me collaborative capabilities

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


Knowledge base collaborative capabilities

Knowledge Base: Collaborative Capabilities

Knowledge Base


Insights to action collaborative capabilities

Insights to Action: Collaborative Capabilities

Insights to Action


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