it4it: fixing the cobbler’s childrens' shoes - slatteryit servicemanagement2015 #smconfau’...

Service Management 2015 AUS TR A L I A #SMConfAU

IT4IT Fixing the Cobbler’s

Childrens’ Shoes David Favelle ValueFlow IT

THURSDAY 20 -‐ FRIDAY 21 AUGUST 2015 | SOFITEL WENTWORTH SYDNEY


Today’s Discussion 1.  Intro IT4IT

2.  Relate to other frameworks

3.  Deep dive on “Request to Fulfill” & “Detect to Correct”

4.  Harnessing IT4IT in your ITSM Framework and more broadly in the IT Opera[ng Model

2


Where it started: IT4IT Consortium members

•  AT&T •  Shell •  PwC •  Univ. S. Florida •  Accenture •  HP

•  Munich Re •  Capgemini •  BP •  Logicalis •  UMBRiO •  Atos

Lead Author Charlie Betz

h_p://www.amazon.com/Charles-‐T.-‐Betz/e/B001I9QEOS


The Open Group: “Why” IT4IT™ -‐ Managing the Business of IT The IT4IT vision is a vendor-‐neutral Reference Architecture for managing the business of IT The mission of the The Open Group IT4IT Forum is to develop, evolve, and drive the business adop[on of the IT4IT Reference Architecture


Ok, so why the HELL would we need another Framework?

We are missing a customer and value centric view

The lifecycle flows like treacle

Tools don’t work across the lifecycle… Data models and handoffs…phewww

Our outcome metrics show we have not delivered on the promise of ITIL

5


IT Value Chain


IT4IT posi[oning


Designed by organisa[ons like yours over the last 3 years using real world use cases Based on Michael Porter’s value chain methodology and lean manufacturing value streams concepts

INPUT: IT4IT – Value Chain & Value Streams

Efficiency &

Agility Finance & assets

Intelligence & reporting

Resource & project

Governance, risk and compliance

Sourcing & vendor

IT V

alue

Cha

in

Plan Build Deliver Run

Reference Architecture

Service lifecycle reference architecture

E n te rp ri se A r ch it e ct ur e

S e rv ic e P or tf ol io

D e m a nd

P ro p o sa l

P o lic y

F u lfi llm e n t E x e cu t io n

D e fe ctR e qu ir e m e nt

P ro je c t T e st

B u ild

S e rv ic e D e ve lo p m e nt

R e le as eD e si gn

S e rv ic e D e sig n

C h an g e C o nt ro l

C M D B

S e rv ic e M o ni to ri ng

P ro b le m In c id e nt

E v en t

D ia g no s ti cs & R e m e di at io n

K n ow l ed g e & C o lla b o ra tio n

U s ag e

C h ar g eb a c k / S h ow b a ck

R e qu e s t R a ti on a li za ti on

C a ta lo g A g gr e ga ti on & O ff e r M g m t .

S h op / B u y / P a y / M a n ag e

C a ta lo g C o m p os it io n & D e si gn

S e rv ic e A rc h ite c tu re

P o lic y R e qu ir e m e nt

IT C on tr a ct IT Pr o je ct

D e m a nd S o ur ce

C o nc e p tu al S e rv ic e B lu e pr in tC o nc e p tu al S e rv ic e

S e rv ic e D e sig n P a c ka g e

L og i ca l Se r vi ce B l ue p ri nt

T e st C a se

D e fe ct

O ff e r

S h op p in g C a rt

R e le as e P a c ka g e

S e rv ic e R e le as e S e rv ic e R e le as e B lu e pr in t

B u ild

S e rv ic e C a ta lo g E nt ry

D e si re d S e rv ic e M o de l

U s ag e R e c or d

F u lfi llm e n t R e q u es t

S u bs c rip t io nC h ar g eb a c k

C o nt ra c t

R e qu e s t

P ro b le m /K n ow n E r ro rK n ow l ed g e It em In c id e nt

E v en t

S e rv ic e M o ni to rR u n B oo k

R F C

A c tu al S e rv ic e C Is


Enterprise Architecture

Service Porkolio

Demand

Proposal

Policy

Fulfillment Execu[on

Defect Requirement

Project Test

Build Service Development

Release Design Service Design Change

Control CMDB

Service Monitoring

Problem Incident

Event

Diagnos[cs & Remedia[on

Knowledge & Collabora[on

Usage

Chargeback / Showback Request

Ra[onaliza[on Catalog Aggrega[on & Offer Mgmt .

Shop / Buy / Pay / Manage

Catalog Composi[on & Design

Service Architecture

Policy Requirement

IT Contract IT Project

Demand Source

Conceptual Service Blueprint Conceptual

Service

Service Design Package

Logical Service Blueprint

Test Case

Defect

Offer

Shopping Cart

Release Package

Service Release Service

Release Blueprint

Build

Service Catalog Entry

Desired Service Model

Usage Record

Fulfillment Request

Subscrip[on Chargeback Contract

Request

Problem / Known Error Knowledge

Item Incident

Event

Service Monitor Run Book

RFC

Actual Service CIs

Key Func;onal Components and underpinning Key Ar;facts

IT4IT Reference Architecture v1.2

Strategy to PorBolio Requirement to Deploy Request to Fulfill Detect to Correct


Service Portfolio

ManagementConceptualService

ConceptualBlueprint

PolicyManagement

Policy

Requirement Management

Requirement

DefectManagement

Defect

ProblemManagement

Problem

IncidentManagement

Incident

ProposalManagement(Investment)

IT Contract

Project Delivery

Management

IT Project

TestManagement

Test Case

Catalog Management

Offer


Subscription Management

Subscription

Billing &Chargeback

Chargeback Record

Diagnostics & Remediation

Runbook

EventManagement

Event

Business Architecture Management

Business Architecture

DemandManagement

Demand

Service Development Management

Source

BuildManagement

Deployment Package

Request &Routing

ManagementFulfillment Request

UsageManagement

Usage Record

ServiceMonitoring

Service Monitor

IT Architecture Management

IT Architecture

Service Design

ManagementDesign Package


ChangeManagement

RFC

Configuration Management

Actual Service CIs

ReleaseManagement

Release Package

Service Release

Deployment Management

ServiceReleaseBlueprint

DesiredService CIs

Realizing service-‐centric IT Service lifecycle – on a repeatable, predictable, coherent and future safe reference architecture

Strategy to PorBolio

•  Plan •  Demand •  Policy •  Selec[on

Requirement to Deploy

•  Build •  Develop •  Test •  Release

Request to Fulfill

•  Deliver •  Publish •  Subscribe •  Fulfill

Detect to Correct

•  Run •  Monitor •  Diagnose •  Change


IT4IT Content Value Stream Context

Overview Why it maLers

Deeper dive KPIs High level

flow Components Reference Architecture Context

Detailed Architecture


Request to Fulfill value stream

Transi[on to a service broker model using an offer catalog to manage subscrip[ons and route fulfillments

Efficiency &



Resource & project


Sourcing & vendor

IT V

alue

Cha

in




Request to Fulfill

Publish Subscribe Fulfill Measure

Helps your IT organization: •  Transition to a service broker model •  Present a single catalog with items from multiple supplier catalogs •  Efficiently manage subscriptions and total cost of service •  Manage and measure fulfillments across multiple suppliers


Designed to help source and access quality services

Why Request to Fulfill?

Consumption Consumers easily find and subscribe via self-service

Single catalog Single offer catalog with multiple fulfillment providers

Service broker Transition from request management to broker

Efficiency Standard subscription process with policies and automation

Traceability Across subscription, usage and chargeback

Cost optimization Recover expired and unused subscriptions and licenses


Use Request to Fulfill to quantify the value of self-service catalog subscriptions

Proving value KPIs

Subscriptions per period per service Deliver

% self-service requests Costs

% of orders fulfilled with automation Speed

% of subscriptions active or expiring Broker

% of successful deployments Usage

% of subscriptions requiring an incident Satisfaction

Service Management 2015 AUS TR A L I A #SMConfAU This work is based upon material developed and publ ished by the IT4IT Cons ort ium

V.1.2, Mar 20th 2014


Service Portfolio

Demand

Proposal

Policy

Fulfillment Execution

DefectRequirement

Project Test

BuildService Development

ReleaseDesignService Design

Change Control

CMDB

Service Monitoring

Problem Incident

Event


Knowledge & Collaboration

Usage

Chargeback / Showback

Request Rationalization

Catalog Aggregation & Offer Mgmt.


Catalog Composition & Design


Policy Requirement


Demand Source

Conceptual Service

Blueprint

Conceptual Service

Service Design

Package

Logical Service

Blueprint

Test Case

Defect

Offer

Shopping Cart

Release Package

Service Release

Service Release Blueprint

Build

Service Catalog

Entry


Usage Record

Fulfillment Request

Subscription ChargebackContract

Request

Problem/Known Error

Knowledge Item Incident

Event

Service MonitorRun Book

RFC

Actual Service CIs

Strategy to Portfolio


Service model

Artifact

Entity relationship

Functional component

Requirement to Deploy Request to Fulfill Detect to Correct


Request to Fulfill functional model

Project

Service Model

Data Artifact – Key

Record fabric IntegrationEntity relationship

Functional Component - Key

Functional Component - Auxiliary

Data Artifact – Auxiliary

Engagement dataflow

Current pract ice

This work is based upon material developed and publ ished by the IT4IT Cons ort ium

Actual Service CIs

Detect to Correct

CMDB

Release Design

1:n




Usage Record

Chargeback Contract

Bill/Invoice

Service Catalog Entry (Unbound)

Usage

Usage

Subscription

1:n

Request

Offer Catalog

n:m

Offer

User Profile

n:m

1:1

Shopping Cart

Chargeback Contract

n:m

Fulfillment Request

1:n

1:n

Subscription

Service Monitor

CatalogAggregation &Offer Mgmt.

Request

Conversation

Knowledge Item

Problem, Known Error

n:m

n:m

Knowledge Item


Incident

Status

1:n


n:m


RFC

1:1

Detect to Correct

Catalog Composition

& Design

Usage


RFC Request

Change Control

Composite/Compound Request

IT Supplier (External to IT)

1:n

Engagement Experience Portal

1:n

1:1

IT Financial Management

Service Monitoring

FulfillmentEngine & Deploy/Provision Systems

Detect to Correct

Problem

Detect to Correct Detect to Correct

Incident

Shop / Buy / Pay / ManageSelf Service

Support


n:m

1:n

Request

1:m

n:1

Service Catalog Entry (Bound)

Release Package

Actual Service

CIs1:nRelease Package

IT Asset Management

Supportive Function

IT ProjectFulfillmentRequest

Service Release

1:n

1:n

1:1


Supportive FunctionSupportive FunctionSupportive Function

V.1.2, Mar 20th 2014


Detect to Correct value stream

Bringing together IT service operations to efficiently detect and correct issues before impacting users

Efficiency &



Resource & project


Sourcing & vendor

IT V

alue

Cha

in




Detect to Correct

Detect Diagnose Change Resolve

Brings together IT service operations to enhance results and efficiency End-to-end visibility using a shared configuration model Identify issues before they affect users Reduce the mean time to repair


Designed to help with investing in the right services

Detect to Correct to Portfolio? Efficiency

End-to-end visibility to quickly identify and resolve

Collaboration Common language with consistent data and shared configuration

Traceability Across event, incident, change and resolution

Cost Reduce tickets, war rooms and duplicate work

Risk Defined business impact and reduced clannish knowledge

Improvement Shorter mean time to repair and more uptime


Using Detect to Correct to quantify the value of IT operations improvements

Proving value KPIs Decrease mean time to repair Velocity

% of automated event & incident resolutions Costs

Increase in problems identified & solved Root cause

% of events and incidents escalated Effort

% of change related outages Teamwork

% of first call resolution Satisfaction

Service Management 2015 AUS TR A L I A #SMConfAU This work is based upon material developed and publ ished by the IT4IT Cons ort ium

V.1.2, Mar 20th 2014


Service Portfolio

Demand

Proposal

Policy


DefectRequirement

Project Test

BuildService Development

ReleaseDesignService Design

Change Control

CMDB

Service Monitoring

Problem Incident

Event



Usage



Catalog Aggregation & Offer Mgmt.


Catalog Composition & Design


Policy Requirement


Demand Source

Conceptual Service

Blueprint

Conceptual Service

Service Design

Package

Logical Service

Blueprint

Test Case

Defect

Offer

Shopping Cart

Release Package

Service Release


Build

Service Catalog

Entry


Usage Record

Fulfillment Request

Subscription ChargebackContract

Request

Problem/Known Error

Knowledge Item Incident

Event

Service MonitorRun Book

RFC

Actual Service CIs

Strategy to Portfolio


Service model

Artifact

Entity relationship

Functional component

Requirement to Deploy Request to Fulfill Detect to Correct


Detect to Correct functional model Self Service

SupportDefect


Defect

Demand

Strategy toPortfolio

Demand

IncidentEvent

Actual Service CIs

RFC

ServiceMonitor

1:n

1:n n:m

n:m

Problem, Known Error

n:m

n:m

n:m

Event Incident

RFCRFC

Problem RFC

Incident

Request to Fulfill


Demand

n:m

Usage

1:n

Runbook

Run book

Run book

n:m

Service DiscoveryCI

Defect


Knowledge Item

n:m

1:n

1:n

Request to Fulfill

ServiceMonitor

n:m

Conversation

Knowledge ItemRun book

Interactionn:m

1:1


1:1

1:1

Usage

Request to Fulfill

Defect

1:11:1

Shop/Buy/Pay/Manage

Request to Fulfill

Status

ServiceMonitoring Incident Change ControlProblem

Diagnostics & RemediationCMDB

Event

RFC

Service Model

Data Artifact – Key

Record fabric IntegrationEntity relationship

Functional Component - Key

Functional Component - Auxiliary

Data Artifact – Auxiliary

Engagement dataflow

Current pract ice

This work is based upon material developed and publ ished by the IT4IT Cons ort ium

1:n

Request to Fulfill

Actual Service

CIsFulfillment Request

V.1.2, Mar 20th 2014


Practical use


IT Opera[ng Model

IT Strategy, EA &

Governance

Business Strategy

Technology & Sourcing Roadmaps

Service Porkolio (target), Medibank Assets & Sourced Services

Where does IT4IT fit in an IT Opera[ng Model?

25

Service PorBolio (target), Internal &

Partner Sourced Services

Automated Workflows, Controls

& Repor;ng

ValueStreams & Capabili;es (processes)

Measurement & Improvement

Service Brokerage & Partner Integra[on

Organisa[onal Design

Leadership & Culture

Engagement Model & Demand


Incident(Management(

Monitoring(and(Event(

Problem(Management(

Change(Management(

Configura8on(Management(

Knowledge(management(

Service(De

sk(&(Portal(

Engagemen

t(

Repor8ng(&(Improvement(

IT(Service(Management(Tools(

The Detect to Correct ValueStream harnesses ITIL processes into a measureable sequence from incident to structural change (rather than workaround).

There are suppor?ng processes and tools that accelerate flow and improve quality

IT4IT Applied: ITIL & Detect to Correct


27

Improvement challenge

Suggested KPI Target

Velocity Decrease mean [me to repair Decrease [me from incident to structural change

Effort % of events and incidents escalated

Root Cause Increase in problems iden[fied and solved

Teamwork % of change related outages

Costs % of automated event and incident resolu[ons

User Experience

% of first call resolu[on NPS

Detect to Correct



Service Porkolio

Demand

Proposal

Policy


Defect Requirement

Project Test



Control CMDB

Service Monitoring

Problem Incident

Event



Usage






Policy Requirement


Demand Source


Service



Test Case

Defect

Offer

Shopping Cart

Release Package


Release Blueprint

Build



Usage Record

Fulfillment Request


Request


Item Incident

Event


RFC

Actual Service CIs

Tuning the system for flow ITIL and Queues in IT4IT


ITIL

Q

ITIL

Q ITIL

Q

ITIL

Q

ITIL

Q

ITIL

Q

Q

Q

Q

Q

Q

Q



Service Porkolio

Demand

Proposal

Policy


Defect Requirement

Project Test



Control CMDB

Service Monitoring

Problem Incident

Event



Usage






Policy Requirement


Demand Source


Service



Test Case

Defect

Offer

Shopping Cart

Release Package


Release Blueprint

Build



Usage Record

Fulfillment Request


Request


Item Incident

Event


RFC

Actual Service CIs

Tool shootouts!


Tool A: Legacy ITSM Tool

Tool B: SaaS ITSM Tool

Tool C: CRM Suite

Tool D: “ERP 4IT” Suite


IT4IT – Mapping to the Emerging SIAM Pa_ern

Efficiency &

Agility Finance & assets - TBM

Intelligence & reporting - SMO

Resource & project - PMO

Governance, risk and compliance - COBIT

Sourcing & vendor – SMO & Supplier Mgmt

IT Value Chain

Plan Build Deliver Run Reference Architecture

SIAM Vendor SI & Internal

Business Units & Corp

SIAM vendor can be governed via IT4IT’s Value Streams, metrics, & Reference Architecture


Harnessing IT4IT in Building the IT Opera[ng Model

3 (b) Sourcing Approach “Where”

4. Design & Roadmap

Capabilities, RACI, Processes,

Tools

5 (1….n). C

apability Sprints

1. Business & IT Strategy, EA & Governance

“Why”

3 (a). IT Operating Model

“How” 2. Service Portfolio “What”

Results in several capability sprints, each executed within a target

[mebox e.g. 6 months

E n te rp ri se A r ch it e ct ur e

S e rv ic e P or tf ol io

D e m a nd

P ro p o sa l

P o lic y

F u lfi llm e n t E x e cu t io n

D e fe ctR e qu ir e m e nt

P ro je c t T e st

B u ild

S e rv ic e D e ve lo p m e nt

R e le as eD e si gnS e rv ic e D e sig n

C h an g e C o nt ro l

C M D B

S e rv ic e M o ni to ri ng

P ro b le m In c id e nt

E v en t

D ia g no s ti cs & R e m e di at io n

K n ow l ed g e & C o lla b o ra tio n

U s ag e

C h ar g eb a c k / S h ow b a ck

R e qu e s t R a ti on a li za ti on

C a ta lo g A g gr e ga ti on & O ff e r M g m t .

S h op / B u y / P a y / M a n ag e

C a ta lo g C o m p os it io n & D e si gn

S e rv ic e A rc h ite c tu re

P o lic y R e qu ir e m e nt

IT C on tr a ct IT Pr o je ct

D e m a nd S o ur ce

C o nc e p tu al S e rv ic e B lu e pr in tC o nc e p tu al S e rv ic e

S e rv ic e D e sig n P a c ka g e

L og i ca l Se r vi ce B l ue p ri nt

T e st C a se

D e fe ct

O ff e r

S h op p in g C a rt

R e le as e P a c ka g e

S e rv ic e R e le as e S e rv ic e R e le as e B lu e pr in t

B u ild

S e rv ic e C a ta lo g E nt ry

D e si re d S e rv ic e M o de l

U s ag e R e c or d

F u lfi llm e n t R e q u es t

S u bs c rip t io n C h ar g eb a c kC o nt ra c t

R e qu e s t

P ro b le m /K n ow n E r ro rK n ow l ed g e It em In c id e nt

E v en t

S e rv ic e M o ni to rR u n B oo k

R F C

A c tu al S e rv ic e C Is

Value streams Efficiency

& Agility Finance & assets


Resource & project


Sourcing & vendor

Requirem

ent

to Deploy

Detect

to Correct

Strategy

to Portfolio

Request

to Fulfill

IT V

alue

Cha

in



Supp

ort a

ctiv

ities


What’s cool about IT4IT 1.  It’s a bright shiny thing! (it’s great even in the first itera[on)

2.  It joins the dots on tools and processes

3.  It has Value Streams & Services at the core

4.  It is the first model that shows how to increase flow across the lifecycle

Service Management 2015 AUS TR A L I A #SMConfAU 33


Resources

•  h_p://www.opengroup.org/IT4IT •  Follow @charliebetz

Watch this space for the DevOps Cookbook!

it4it: fixing the cobbler’s childrens' shoes - slatteryit servicemanagement2015 #smconfau’...

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