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Today, enterprise IT organizations must operate as relevant, transparent, and competitive “businesses within a business” to build trusted partnerships with their enterprise customers. Cisco’s IT as a Service (ITaaS) Solution offers a proven Service Delivery model for addressing this challenge, responding rapidly to change, and managing all suppliers, including public cloud providers. Cisco’s IT as a Service (ITaaS) Solution provides an in-depth understanding of every component of today’s ITaaS Service Delivery Model, and helps you transform theory into practice to start driving value from ITaaS. Leading enterprise IT consultant Justin Mann shows how to:
Throughout, sidebars help you follow the IT Service Transformation Journey from beginning to end, and sample templates, dashboards, and project plans help you plan and pursue your own transformation.
1. The Case for Services Transformation
2. IT Service Delivery & Introduction to ITaaS
3. An Overview of an Enterprise ITaaS Transformation Program
4. Services Transformation Change Leadership
5. IT Service Delivery Model Taxonomy
6. Mapping the Business Technical Capabilities
7. Designing the ITaaS Service Portfolio
8. Service Delivery Roles & Responsibilities
9. IT Service Costing
10. IT Service Metrics Strategy
11. IT Service Metrics in Depth
12. Service Capability & Performance Roadmaps
13. Service - Key Guidelines
14. Tools, Automation, and Consumables
15. ITaaS Service Delivery Model Integration & Management
16. The Next Big Steps for an IT as a Service Organization