1. 1Jean-François CAENENEnterprise Architecture in the Business technology Age
Enterprise Architecture
in the Business Technology Age
Jean-François CAENEN
jfcaenen@gmail.com

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. 3Jean-François CAENENEnterprise Architecture in the Business technology Age
Business Technology
Enterprises drive innovation by fusing technology and business
Source: Forrester Research

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. 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. 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. 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. 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. 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. 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. 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. 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. 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