New organizational framework greatly improves operations.

Cisco IT Network and Data Center Services (NDCS) needed to optimize its IT services and resources while reducing costs and improving organization-wide productivity.

Like most IT organizations of large enterprises, NDCS used a traditional siloed organizational structure, with staffers doing both implementational as well as operational tasks. With the traditional organizational arrangement, there was much duplication of effort and lack of focus across the organization.

NDCS engaged Cisco Advanced Services’ Network Availability Improvement Services organization (NAIS) to identify the areas that needed to be changed and recommend how to proceed. NAIS assessed the people, process, and tools needed to mitigate operational risk and network complexity by running an Operational Risk Management Analysis (ORMA).

Two years later, Cisco IT NDCS showed dramatic improvement in all of the Operational Maturity areas called out in the ORMA report, with substantial operations improvements across five different metrics. This case study describes the new organizational framework and the business benefits Cisco IT has derived to date, including:

  • Reducing the defective root cause percentage from 40 percent to 10 percent
  • Decreasing the number of cases by 60 percent
  • Decreasing the time to repair by 70 percent
  • Reducing outage duration by 70 percent

Read the IT Organizational Change Case Study