Entergy Bus Outcome

Question 0

2. Driveway up Noah: FuturEdge

Answer 0

2. FuturEdge is CSC s methodology for mapping Bus Processes that ar e IT enabled. The next step is to baseline the as-is state for business KPIs and then establish performance goals for the following period that the business signs off on and the support vendor agrees to incorporate as a business outcome SLA.

Question 1

1 Tie Mailbox Chasm

Answer 1

1. Mailbox Chasm: There persist a significant chasm between IT service measurements and business. perception of how well IT is performing. I recall a consulting engagement at large SE utility, one that by the way was a Deming award recipient for quality, one that also had received Forbes recognition for best run utility. The engagement was in the Meter to Cash space and the issue was to help sort out business dissatisfaction with IT support. IT leadership had all the performance metrics to show they had been exceeding SLAs and were frustrated at why the business was so unhappy. After many interviews it became apparent that there was no transparency for the business to see and track performance. Furthermore IT measurements were not what the business deemed important… Big disconnect which brings me to my topic. The industry is moving to application support aligned to business based outcomes or KPIs over and above traditional IT SLAs

Question 2

3. Mow Lean

Answer 2

3. Lean Six Sigma

Question 3

4. Ear Commitment

Answer 3

4. Ear Commitment: You know you have a Partnership when the vendor signs up to unlocking business value with hard SLAs

Question 4

5. Law CSCs Value Add

Answer 4

5.Law Value Add