ITAAS: Building a Services Organization [Cisco on Cisco. Merging three teams into a single successful "Customer Care as a Service" team built a stronger internal team and better client results.
Background In April 2011, the senior leadership of Cisco IT unveiled a new organizational structure that would better support the Cisco principle whereby IT employees have explicit ownership and accountability for the services being provided to customers. In an announcement to the organization after the first year of ITaaS migration, Rebecca Jacoby, Cisco CIO, stated that "our `services everything' approach is proving to be the right strategy ... Culture Supports Collaboration and Innovation. Getting The Work Done. Jay Cross | Founding Member, HRExaminer Editorial Advisory Board Jay Cross is a champion of informal learning, web 2.0, and systems thinking.
He has challenged conventional wisdom about how adults learn since designing the first business degree program offered by the University of Phoenix.