Much of Cisco's growth was helped buy purchasing other companies. Over time this had led to a portfolio of products and solutions with disparate user experiences built on multiple overlapping software architectures. This was an effort into developing an overarching information architecture which would encompass the use cases supported by these products and solutions.
The basic process was to interview subject matter experts and stakeholders. The idea was to develop a conceptual model for service provisioning and management. Overtime, the one picture grew more complex and it was decided to split the picture between fulfillment and assurance - in other words what happens before and after you provision the service. One might imagine that other pictures describing other entity relationships, for example troubleshooting in other words what happens after the service is not performing correctly.
The next step was to map the use cases and workflows that were identified to personas and functional components that would be delivered to customers