Enterprise Architecture in the Business Technology Age

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Enterprise Architecture in the Business Technology Age

  1. 1. 1Jean-François CAENENEnterprise Architecture in the Business technology Age Enterprise Architecture in the Business Technology Age Jean-François CAENEN jfcaenen@gmail.com
  2. 2. 2Jean-François CAENENEnterprise Architecture in the Business technology Age Business demand for IT is changing 1st History of Enterprise IT 2nd History of Enterprise IT Macro Conditions New Business models Business people understand technology Business Value Time To Value Focus on automating the tasks we know [as must be done] The IT org is the owner Business people see IT as a black box IT is rare, expensive & complex Transactions Systems of records Technology is driving Business differentiation & transformation Long cycles User Experience Short cycles Continuous evolution New usages
  3. 3. 3Jean-François CAENENEnterprise Architecture in the Business technology Age Business Technology Enterprises drive innovation by fusing technology and business Source: Forrester Research
  4. 4. 4Jean-François CAENENEnterprise Architecture in the Business technology Age A big shift in mindset Think Business & Technology Together Stop thinking: We build a collection of applications that support our business Application Silos Start thinking: We build our business using technology platforms Tools & Services allowing fast & continuous delivery of user features Time To Value A Copernican shift
  5. 5. 5Jean-François CAENENEnterprise Architecture in the Business technology Age Enterprise Architecture in the Business Technology Age From ‘‘Classic’’ EA…  Architecture is about structure  Primarily used by IT people (Inside-in or Inside-out approaches)  Technology-centered EA focus on using technology  Solution-centered EA focus creates silos No or poor articulation with  Business Strategy & changes  Project Portfolio Managment/Investment Governance  Customer Experience Management  Implementation projects using flexible technologies & agile project approaches  Architecture Clutter with complex frameworks and too many models …To EA in the BT age  Architecture is about sustainable agility and intertwining Business & Technology  Outside-in approach  Shared by IT & Business Articulating  To-day & future Business understanding  Customer Experience  Project Portfolio Managment/Investment Governance  Business services & implementation projects using flexible technologies & agile project approaches  Purposefully streamlined models  Focus on High Impact decisions  Just enough/Just In Time development of key models Focus on sustainable business agility Drive the deep intertwining of Business and Technology
  6. 6. 6Jean-François CAENENEnterprise Architecture in the Business technology Age Key EA models Business capability maps are the lens to assess business requirements & changes 1 2 4 3 Key agility indicators enable business-centric goals Transformation roadmaps with investment themes & agile portfolio backlog Business Technology Service portfolios Business Services are the flex points in the architecture enabling superior customer experience and business changes BT Reference models with Business capabilities & services mapping 5
  7. 7. 7Jean-François CAENENEnterprise Architecture in the Business technology Age Business Capability Map A business capability is WHAT a company needs to do to execute its business strategy The building blocks of the business Why use capabilities?  It helps to simplify the overall picture and it provides a high-level focal point for future analysis  Capability Maps are stable – Capability implementations may change over time  Common language for Business and IT Validation: Is the business taking ownership of the Capability Map?  Define WHAT the business does - Not HOW a process is performed  Non-overlapping, defined independently of current IT support  A small but useful collection of capabilities: 6-20 main capabilities at level 1 Manage Reservation Monitor Customer Experience Product & Offer Development Engage Customers on Touch Points Generate Demand Performance Management Know the customers Revenue Management Key Agility Indicators are defined by capability Ex: Time to Market for a new pricing (Product & Offer Development)
  8. 8. 8Jean-François CAENENEnterprise Architecture in the Business technology Age IT Reference Model - The Big Picture in e-Travel Customer Hub Customer Mail Internet Call Center Social Networks Multi-sites Mobile Trade Seamless Customer Experience BS Big Customer Data Next Best Action Engine Rich Content Management Product & Offers Referential Reservation Pricing Engine Revenue Management Front-ends Procurement & Fulfillment Performance Management BS: Business Services BS BS BS BS BS BS BS BS Monitoring & Configuration by business people Seamless integration Partners
  9. 9. 9Jean-François CAENENEnterprise Architecture in the Business technology Age Articulating EA with Customer Experience Management Analyzing the Customer Experience to identify BT Services Process – Views – Services 6 Communityhelp installingSkyBroadband router Mike, a current Sky customer (as viewed on CRM, (Salesforce.com)) and new broadband user, is having trouble installing b/band router so searches Google for sky broadband help. Finds link to Sky Forum Mike uses Sky Forum search, then adds his own post, registering through facebook connect Case is created in CRM. Assignment is pending while Sky wait for community response Customer and Community Guru ‘UberTechie’ answers Mike’s question through community Facebook pages, including YouTube video UberTechie requests publication of the post as a knowledge base article, this is sent to a Sky moderator for approval KM Article is published both on the community KB site and internally for use by Sky Agents. Mike receives notification via SMS and views ‘UberTechie’ response. Mike successfully installs router, updates community post and gives ‘UberTechie’ further kudos and marks post as resolved Step 1 2 3 5 6 Technology Enablers Salesforce.com CRM Lithium Community SFDC CRM Lithium Community Knowledge Base SFDC Corporate (internal) Knowledge Base Process Enablers CRM, capturing customer information ‘Ask the Expert’ function within Lithium Lithium/SFDC integration. Case Management process in SFDC Lithium Admin console settings – Lithium Tribal Knowledge Base Corporate Knowledgebase in CRM 1 2 3 4 5 6 7 8 = Recommended Enabler legend 6 Communityhelp installingSkyBroadband router Mike, a current Sky customer (as viewed on CRM, (Salesforce.com)) and new broadband user, is having trouble installing b/band router so searches Google for sky broadband help. Finds link to Sky Forum Mike uses Sky Forum search, then adds his own post, registering through facebook connect Case is created in CRM. Assignment is pending while Sky wait for community response Customer and Community Guru ‘UberTechie’ answers Mike’s question through community Facebook pages, including YouTube video UberTechie requests publication of the post as a knowledge base article, this is sent to a Sky moderator for approval KM Article is published both on the community KB site and internally for use by Sky Agents. Mike receives notification via SMS and views ‘UberTechie’ response. Mike successfully installs router, updates community post and gives ‘UberTechie’ further kudos and marks post as resolved Step 1 2 3 5 6 Technology Enablers Salesforce.com CRM Lithium Community SFDC CRM Lithium Community Knowledge Base SFDC Corporate (internal) Knowledge Base Process Enablers CRM, capturing customer information ‘Ask the Expert’ function within Lithium Lithium/SFDC integration. Case Management process in SFDC Lithium Admin console settings – Lithium Tribal Knowledge Base Corporate Knowledgebase in CRM 1 2 3 4 5 6 7 8 = Recommended Enabler legend Visibility Line Services Systems 6 Communityhelp installingSkyBroadband router Mike, a current Sky customer (as viewed on CRM, (Salesforce.com)) and new broadband user, is having trouble installing b/band router so searches Google for sky broadband help. Finds link to Sky Forum Mike uses Sky Forum search, then adds his own post, registering through facebook connect Case is created in CRM. Assignment is pending while Sky wait for community response Customer and Community Guru ‘UberTechie’ answers Mike’s question through community Facebook pages, including YouTube video UberTechie requests publication of the post as a knowledge base article, this is sent to a Sky moderator for approval KM Article is published both on the community KB site and internally for use by Sky Agents. Mike receives notification via SMS and views ‘UberTechie’ response. Mike successfully installs router, updates community post and gives ‘UberTechie’ further kudos and marks post as resolved Step 1 2 3 5 6 Technology Enablers Salesforce.com CRM Lithium Community SFDC CRM Lithium Community Knowledge Base SFDC Corporate (internal) Knowledge Base Process Enablers CRM, capturing customer information ‘Ask the Expert’ function within Lithium Lithium/SFDC integration. Case Management process in SFDC Lithium Admin console settings – Lithium Tribal Knowledge Base Corporate Knowledgebase in CRM 1 2 3 4 5 6 7 8 = Recommended Enabler legend Customer Journey
  10. 10. 10Jean-François CAENENEnterprise Architecture in the Business technology Age Agile and iterative approach to the roadmap Agile@scale Agile practices has been extended to large scale program The roadmap will define an Agile program with co-ordinated teams delivering user benefits every 4-6 months Time boxing approach at the program level with a common understanding & tracking of the program goals with the capability to add opportunities after program start keeping the well known benefits of Agile approaches (early feedbacks, flexibility, value driven delivery…) while managing global goals tracking, global architecture consistency and teams work effectiveness Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Release ReleaseRelease
  11. 11. 11Jean-François CAENENEnterprise Architecture in the Business technology Age Agile@scale – Program Management Flexibility Link to the Business Strategy Mastering the Global Architecture Periodic re-evaluation The End of the rigid annual project plan A unique project pace 3-4 releases/y
  12. 12. 12Jean-François CAENENEnterprise Architecture in the Business technology Age Agile@scale Agile Enterprise Architecture is a Collaboration Build the simplest architecture that can possibly work Architectural features Architectural & technical work Architectural Epics Architecture &Innovation feedback
  13. 13. 13Jean-François CAENENEnterprise Architecture in the Business technology Age Enterprise Architecture in the Business Technology Age The need for business agility drives the need for a strong EA practice Enterprise Architects and CIOs find that existing methodologies are inadequate for this environment Redefining Enterprise Architecture foundations The usual layering of infrastructure, data, applications and business domains, each independently defined and evolved, does not work as EA evolves toward a business focus Enterprise Architecture needs to articulate several works: To-day & Future Business understanding, Customer Experience & Service Design, Project Portfolio Management/Investment Governance and Business services & implementation projects using flexible technologies & agile project approaches EA’s proper Focus For The Next decade: Sustainable Business agility in an Outside-In approach Extending Lean And/Or Agile Methodologies Practices To Architecture

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