Explanation
The customer journey is a business-focused view of how the customer sees their business and what is relevant to them. The customer journey spans the spectrum from business vision to business value realization. Cisco commonly starts its engagement in the business capabilities and solutions phase of the customer journey.
Business architecture is the motivation for Cisco Business Architects to begin their engagement in the first phases of the customer journey. An early engagement enables the Cisco Business Architect to gain a more thorough understanding of the business and the customer. The value of being engaged early in the customer journey is that it helps the Cisco Business Architect to bridge the gap between the business needs and the resulting technical solutions and outcomes.

The Cisco Business Architect focuses on the business to instantiate new business capabilities and the opportunity for engagement. Business capabilities consist of people, process, and technology.
Technical capabilities are needed to allow for the transformation and creation of a business capability.
Business-led engagements are aligned with business capabilities and solutions instead of focusing on technical products and solutions.

Explanation
The Information Technology Infrastructure Library (ITIL) is a commonly used service management practice within businesses. An organization can determine its level of maturity by verifying against one of the five maturity levels. The ITIL practice is helpful for determining maturity levels and establishing service level management practices throughout the business-led approach.
Alignment with business needs
Achievable service level agreements
Predictable and consistent processes
Service delivery efficiency
Measurable and improved processes
Establishes a common language

Section: Understanding Business

Section: Cisco Business Architecture