Case Study: A Revolutionary Change Within Cisco IT Helps Manage IT's Value-Add

Cisco's CIO and several of her IT leaders introduced an IT-wide change in how they manage their organization and communicate their performance both within and outside of the IT organization. The cornerstone to this change was a service portfolio management approach that identified the services available and their costs. This information allows both IT and the business to compare Cisco IT services with others, prioritize optimization opportunities, and clearly connect how and where Cisco IT provides value to the enterprise. While this required significant effort from the Cisco IT leaders, it helped them shift to a partner, leader, and enabler role for their "customers" — other lines of business — across the enterprise.