February 27, 2020 - Cisco · Business’s Top Priorities • Identify your LoB’stop 4 or 5 business priorities, business drivers and outcomes. Hint… • Upgrading the Switches

Vancouver

February 27, 2020

Wade CrickBusiness Solutions ArchitectFebruary 27, 2020

How Relevant are YOU to the Business?

Location

© 2019 Cisco and/or its affiliates. All rights reserved.

Abstract

Businesses today need to be more efficient and innovate. If you are in IT, the Line of Business is demanding more innovation and services from IT, your budgets are declining. In fact, in 2019, the LoB had more funding than IT for projects.

This session will discuss how IT can simplify and align with the LOB priorities and be included in the strategic discussions to deliver stakeholder value. Learn how to speak the language of the business, innovate and get projects approved.

We will discuss the new roles in the modern organizational structures and techniques and tools including ROI Calculators, Personas, Journey Maps, Technology Radars, Design Thinking and Roadmaps.

© 2019 Cisco and/or its affiliates. All rights reserved.© 2019 Cisco and/or its affiliates. All rights reserved.

Agenda

• Business Relevance – A Manager’s Perspective

• Why - You should care about Business Relevance.

• How - Business Architecture is key to Business Relevant.

• What – Using Business Architecture to be Business Relevant.

• Q&A

© 2019 Cisco and/or its affiliates. All rights reserved.© 2019 Cisco and/or its affiliates. All rights reserved

Ralph Wright

A Manager’s Perspective


IT is a Business


Are you a Cost Center?


IT Spending – Crossing the Chasm

LoB IT Budget

2020 - $4.3 Trillion ICT

By 2024, over 50% of IT spending will be directly for digital transformation and innovation.

Source – IDC October 2019.


Business Relevant Trends

• Business wants efficiency and growth.

• Innovation is key.

• Customer Experience is a priority.

• 80% of IT work is operations

• IT skills shortage.


Funding your Project

• There is always money available if you have a business case.

• Understand how your business funds projects.

• What is your project’s TCO, ROI?


• Know your stakeholders.

• What are the stakeholders concerns?

• Use their language, don’t talk about boxes and wires, speak about capabilities and outcomes.

• Keep the message simple, use visuals, tell a story.

Communicating with the Business


New Organization Structures

• CEO, Chief Digital Officer, CFO, Chief Privacy Officer, Chief Customer Experience Officer, Chief Transformation Officer, Chief of Operations, Chief People Officer.

• CIO, CTO

• CISO

• Enterprise Architect

•Business Architect


The Business Architect – The Translator, Orchestrator and Innovator

Business

Architecture

Business PrioritiesPeople,

Process,Technology

Stakeholders


BA skills are in demand


Drive Innovation for the Business

• Don’t be Blockbuster . Be Netflix Be Disney ☺

•How do you innovate?


• Sustaining vs Disruptive Technologies.

• Can you help your enterprise be disruptive?

• Can you drive innovation?

The Innovator’s Dilemma


Analysis - Why do Disruptors succeed?

1. Pressure of time 2. Small, agile teams3. They start from the end, not the

beginning. 4. They ask WHY, before HOW or WHAT.


Innovation - Gartner 2020 Recommendations

• Center Innovation Efforts on People

• Use tools such as Personas, Journey

Maps, Technology Radars and

Roadmaps


• This is hard.

• You can’t schedule innovation.

• You have the Curse of Knowledge

• Have someone from outside your organization help.

• Consider tools such as Design Thinking.

Innovation Focused on People


Problem Solving You are great at this!


But…

Are YOU solving the right problems?


Be Relevant to Your Business

Applying BA Tools and Techniques


This is not rocket science!

The tools and techniques are not new.

Let’s get started!


Architecture Development Method (ADM)

The Open Group Architecture Framework (TOGAF)


Cisco Business Architecture Discipline

Business Architecture Methodology Engagement(Method)

Business Model Canvas Journey MapEmpathy Map

Business Architect Tools

BA Deliverables


• Qualify

• Discover

• Verify

• Develop

• Present

The Cisco BA Process Steps


Qualify Phase


• Identify your sponsor

• Are they at the right level of your enterprise?

• Do you have an executive sponsor?

Sponsorship


Create a Stakeholder Map


V = Veto

Are there blockers to your project?


Discover Phase


• Annual Report

• Balance sheet

• Strategic Vision

• Press releases

• Company Web Site

• LinkedIn

• Social Media

• Seeking Alpha

• Interviews

Research


Model the Business

• Business Model Canvas

• Create the BMC before the interviews


What is the Business Model Canvas (BMC)

• 9 Sections

• 3 Middle (Value Prop, Cost Structure, Revenue)

• 3 Right (Customer Interactions)

• 3 Left (Key Components of the Business)


Building blocks

The order below is the recommended order to construct a BMC.

1. Customer Segments

2. Value Proposition

3. Channels

4. Customer Relationships

5. Revenue Streams

6. Key Resources

7. Key Activities

8. Key Partnerships

9. Cost Structure

Business Model Canvas Building Blocks

Customer

Segments

Value

Proposition

Customer

Relationships

Channels

Revenue

Streams

Key

Activities

Key

Resources

Key

Partners

Cost

Structure

Source: Business Model Generation


Interview Your Stakeholders

• Do your homework before the interview.

• Ethnographic

• If you haven’t interviewed before, practice with someone in a safe environment.

• Schedule 40 – 60 minutes. Include a notetaker.

•LISTEN


• I know your title is … but how do you describe your role and responsibilities?

• What are the key metrics for your department? Any KPIs?

• How much time does your team spend with customers?

• How often do you survey your customers?

• What is a great day for you like?

• If your budget doubled, what would you invest in?

Some Example Interview Questions


Verify Phase


Determine Your Business’s Top Priorities

• Identify your LoB’s top 4 or 5 business priorities, business drivers and outcomes.

Hint…

• Upgrading the Switches and Routers ≠ Business Priority.

• Increase customer experience by 10% in 12 months = Business Priority + Outcome.


Identify Your Business’s Top Risks


Business Priorities Examples

Exceptional service

We recognize the experience is as important as the outcome. ***-Alberta is poised to continue to evolve from a high-performing, outcome-based organization to one that achieves great outcomes in full partnership and collaboration with those it serves.

Customer Service Excellence

Our knowledgeable staff promptly and efficiently handle your benefit inquiries.


Identify Business Outcomes


Identify Key Metrics

• KPIs

• Customer satisfaction scores

• Customer surveys results

• Score Cards


• Provide businesses with a common vocabulary

• Provide a way to see what is common across an enterprise

• Enable laser-like business investment focus

Define Capabilities


Business Capabilities

Cap

ab

ilities

✓ Provide personalized service for all new

customers.

✓ Enable self service for customers.

✓ For current and new customers enable new

services with agile IT.

Capability = People + Process + Technology


• Understand the current state

• Identify process improvement opportunities

• Identify inefficient or unnecessary processes

Model Your Business Processes


Map Your Customer’s Journey


FlyCorp Customer Journey

1

2

3

4

5

6

1

FlyCorp Customer Journey- Real-time Inbound Flight Visibility

Real-time integration to 3rd party flight data providers e.g.:

• Jeppesen• Rockwell FOS• ForeFlight• Etc…

Data populated to flight boards with plane and pilot details.



Innovate with a Design Thinking Workshop


Human-Centered Design

David Kelley


Start with “Why” (and follow up with “How” and “What”)


Empathize Define Ideate

Prototype

Design Thinking Phases

Test


Cisco Guide

innovationhub.cisco.com


Develop Phase


Create a Story Board


Create a Roadmap

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26

FlyCorp Services Impacting

3 - 6 months 6 - 12 months 12 -18 months

FlyCorp Services Enabling

FlyCorp Services Foundational

3. Cloud Collaboration for

FlyCorp Teams & Customers

(4)

5. Digital Initatives, Literacy &

Content (2)

10. Self Service, Kiosk, Way

Finding and materials

locating. (2)

12. Customer Care with Chat

Bot (2)

1. Connected mobile FlyCorp

staff and customers. (2)6. Identity and Access

Management (24)

9. Customer 360 View,

Proactive Customer

Relationship Management (2)

17. Facilitiies Usage Analytics

(2)11. Business Intelligence (4)

15. Application Integration &

Refresh (22)

2. Data Quality & Governance

(2)4. CyberSecurity (2)

8. Business Continuity and

Recovery (24)

7. Video Management and

Analytics (2)

13. Smart & Connected

Library Branches (5)14. Self Service IT (4)

16. Automated IT

Infrastructure (16)

FlyCorp is the best place to

be.


learn


work.


create.


Calculate Investment Benefits - ROI Modeling

Customer Specific Value Proposition Example


Present Phase

© 2019 Cisco and/or its affiliates. All rights reserved.© 2019 Cisco and/or its affiliates. All rights reserved.© 2019 Cisco and/or its affiliates. All rights reserved.© 2019 Cisco and/or its affiliates. All rights reserved.

BA - Create the Business Case Tell a story

• Focus on:

• Business priorities

• Risk mitigation

• Business outcomes –SMART

• ROI

• Focus on Innovation


Business Proposal Structure


Use verbs (not nouns) to describe needs.

MEDIC

• Maintain

• Eliminate

• Decrease

• Increase

• Create

Business Proposal Verbs


• Start with a BMC

• Create a stakeholder map

• Create a Customer Journey Map

• Training, Youtube

• Find a mentor

You can do this!


BA Resources, Training, Certifications

• TOGAF Certification (28,582 Foundation, 68,728 Certified)

• Cisco Certification

• https://www.cisco.com/c/en/us/training-events/training-certifications/certifications/digital-transformation-specialist.html

• https://www.opengroup.org/togaf

• https://www.businessarchitectureguild.org/default.aspx?gclid=Cj0KCQiAjfvwBRCkARIsAIqSWlPa-KwYTmkyXuFZCktEW8lMncwyLmNA-IAeV0g37GPMnmvNHjkwK8QaAvYpEALw_wcB

Cisco Business Architecture Practitioner

https://www.cisco.com/c/en/us/training-events/training-certifications/certifications/digital-transformation-specialist.html



https://www.opengroup.org/togaf

https://www.businessarchitectureguild.org/default.aspx?gclid=Cj0KCQiAjfvwBRCkARIsAIqSWlPa-KwYTmkyXuFZCktEW8lMncwyLmNA-IAeV0g37GPMnmvNHjkwK8QaAvYpEALw_wcB


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Documents

February 27, 2020 - Cisco · Business’s Top Priorities • Identify your LoB’stop 4 or 5 business priorities, business drivers and outcomes. Hint… • Upgrading the Switches