it4it™: a unifying framework · 2018-04-02 · •a reference architecture (with data model)...

Date:

Presenter:

IT4IT™: A Unifying Framework

Bridging traditional & digital technology management to create FLOW

21 June 2017

Dave Favelle

All slides copyright © ValueFlow IT unless otherwise annotated

Our accelerating divide…

Technology View• “Cloud busy”

• Agile Cadence

• Risky business• ITSM…still• Silos (???)

Business View • Disruption

• Velocity

• XaaS

• Cost

• Security

Perception: IT is not up to it Perception: business doesn’t understand

Hang on: …haven’t we seen something like this before?

Searching for the Real Problem….

1980s frameworks in the 2017 context

Complex problems need sophisticated solutions

Working in “the system” rather than on it…

Knowing “where you are” and what’s possible from there

Commercial in Confidence 3

Beware The New Silver Bullets


Bi-ModalDevOps

CloudIT4IT?

Binary answers are seductive but overly “hopeful” This is re-engineering work….

“Why” of IT4IT (have you seen that Simon Sinek video yet?)

• IT:• A reference architecture (with Data model)

• Customer driven, evolves past the silos of Dev, ITSM & Ops

• Backbone for the IT Operating Model

• Business: • Measurable flow of value

• Insight into portfolios

• Visibility and transparency

• Why did the ITIL & COBIT lifecycle models fail?• Will IT4IT do better?


Enough Pre-amble: So what is IT4IT (V2.1) !! ?

6

Change to “Service Backbone” in the center instead of “Reference Architecture”

IT4IT™ is a trademark of The Open Group

Value Streams Give Big Insights

7

Customer

Process

Function

LT = 1 day

PT = 10 min

%CA = 50%

Information Flow

Work Flow

Timeline

Process

Function

LT = 1 day

PT = 10 min

%CA = 50%

Process

Function

LT = 1 day

PT = 10 min

%CA = 50%

Request Deliverable

1 day

10 min

1 day

10 min

1 day

10 min

LT = 3 days

PT = 30 min

%CA = 12.5%

Activity Ratio = 2%

Total

Fencepost

Fencepost

http://www.ksmartin.com/books/value-stream-mapping/

http://www.ksmartin.com/books/value-stream-mapping/

IT4IT™ Version 2.1 reference architecture level 1

8

D2CR2FR2DS2P

Configuration Management

Component

Service Monitoring

Component

Event Component

Incident Component

Change Control

Component

Diagnostics &RemediationComponent

Service LevelComponent

ProblemComponent

UsageComponent

Chargeback/Showback

Component

F ulfillment Execution

Component

Reques t Rationalization

Component

CatalogCompos itionComponent

Offer ManagementComponent

Offer Consumption Component

ReleaseCompos itionComponent

Build Package

Component

BuildComponent

Tes tComponent

DefectComponent

ServiceDes ign

Component

ProjectComponent

Source Control

Component

RequirementComponent

ServicePortfolio

Component

PortfolioDemand

Component

ProposalComponent

PolicyComponent

Enterprise Architecture Component

Require-ment

Tes tCase

Problem,KnownE rror

Incident

SourceCharge-

backContract

Build OfferSub-

scription

ServiceContract E vent

PortfolioBacklog

Item

ITInitiative

BuildPackage

ServiceCatalogE ntry

RFC

UsageRecord

RunBook

ServiceMonitor

Defect

Reques t

Fulfill-ment

Reques t

ShoppingCart

Con-ceptualService

LogicalService

ServiceReleaseBlueprint

ActualService

Des iredService

ServiceRelease

ScopeAgree-ment

Policy

E nter-prise

Architec-ture

Charge-back

Record

Strategy toPortfolio

Requirement to Deploy Request to Fulfill Detect to Correct


Auxiliary data object IT4IT version: 2.1

Key data object

Service model object

Entity relationship

Key functional component

This diagram is based on material developed by the IT4IT™ Forum of The Open Group – J an 2017

IT4IT™ Detect to Correct value stream level 2

9

10

Knowledge & Collaboration

Component

n:m

Self-Service Support

Defect Component

Requirement to Deploy

Defect

Portfolio Demand Component

Strategy to Portfolio

Portfolio Backlog

Item

IncidentEvent

Actual Service

RFCService Monitor

1:n

1:n n:m

n:m

Problem, Known Error

n:m

n:m

n:m

Event Incident

RFC

RFC

Problem RFC

IncidentRequest to Fulfill

Fulfillment Execution Component

PortfolioBacklog

Item

n:m

Usage

1:n

Run Book

Run Book

Run Book

n:m

Service DiscoveryActual Service

Defect

Knowledge

n:m

1:n

1:n

Supporting Function

ServiceMonitor

KnowledgeRun Book

Interaction

n:m

Desired

Service

1:1

1:1

Usage Component

Request to Fulfill

Defect

1:1 1:1


Request to Fulfill

Status

Service Monitoring

Component

Incident

Component

Change Control

Component

Problem

Component

Diagnostics &

Remediation

Component

Configuration

Management

Component

Event

Component

RFC

1:n

Request to Fulfill

Actual

Service

Fulfillment

Request

Service Contract

Service Level

Component

KPI

n:m

Release Composition Component

Requirementto Deploy

Service ReleaseBlueprint

n:m


Service Contract (Template)ServiceContract

(Template)

Service Level Status

Business / ITMeasurement

Business Measurement (Incident)

Request to Fulfill

1:1

Request Rationalization

Component

Request to Fulfill

Subscription

Service Contract

(Instance)

1:1

Conversation

n:1


D2CR2FR2DS2P

E ntity Relations hip

Record Fabric Integration

E ngagement Data Flow

Current P ractice

Functional Component – K ey

Functional Component – Aux iliary

S ervice Model

Data Object – Key

Data Object – Auxiliary

This diagram is bas ed on material developed by the IT4IT™ Forum of The Open Group – J anuary 2017

IT4IT: An “umbrella” for other standards

PolicyComponent

RequirementComponent

TestComponent

Offer Consumption Component ProblemComponent

Incident Component

ProposalComponent

Source Control

Component

BuildComponent



Component

Chargeback/Showback

Component

Service LevelComponent

Event Component

PortfolioDemand

Component

ProjectComponent

Build PackageComponent

CatalogCompositionComponent

Change Control

Component

UsageComponent

Diagnostics &RemediationComponent

Service Monitoring

Component

Enterprise Architecture Component

DefectComponent

ServicePortfolio

Component

ServiceDesign

Component

ReleaseCompositionComponent

Configuration Management

Component

Fulfillment Execution

Component

ServiceCatalogEntry

Con-ceptualService

LogicalService

ServiceReleaseBlueprint

ActualService

DesiredService

ServiceRelease

Strategy toPortfolio


TOGAF SAFe, Scrum, PRINCE2, PMI…

ITIL

ArchiMate UML

CO

BIT

Enterprise Architecture

Service Portfolio

Demand

Proposal

Policy

Fulfillment Execution

DefectRequirement

Project Test

BuildService Development

ReleaseDesign

Service DesignChangeControl

CMDB

Service Monitoring

Problem Incident

Event

Diagnostics & Remediation

Knowledge & Collaboration

Usage

Chargeback / Showback


Catalog Aggregation & Offer Mgmt.

Shop / Buy / Pay / Manage

Catalog Composition & 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

SubscriptionChargeback

Contract

Request

Problem /Known Error

Knowledge Item

Incident

Event

Service Monitor

Run Book

RFC

Actual Service CIs

ITIL, Queues, Metrics & the Challenges of Flow

Strategy to Portfolio


ITIL

Q

ITIL

Q ITIL

Q

ITIL

Q

ITIL

Q

ITIL

Q

Q

Q

Q

Q

Q

Q

DevOps

Assume XaaS: Continuous Delivery Is Our Target

12

“Continuous delivery is a set of practices and principles aimed at building, testing, and releasing software & related services

faster and more frequently”

Lean Startup(build – measure – learn)

Agile (Development)

ITSM & Operations

Lean(End to End Flow)

Value

Scrum, Kanban(process)

XP(Engineering)

Idea

Practices

Principles

How can ITSM best serve the value stream?

IT Operating Model

IT Strategy, EA & Governance

Business Strategy

Technology & Sourcing Roadmaps

Service Portfolio (target),Medibank Assets &

Sourced Services

IT Operating Model for a Digital Future

13

Service Portfolio (Internal & Partner Sourced Services)

Management Tooling Automation

ValueStreams & Capabilities - Requirements to Deployment- Request to Fulfill- Detect to Correct

Measurement & Improvement

Service Brokerage& Partner

Integration

Organisational Design

Leadership & Culture

Engagement Model & Demand

The IT Operating Model concept has recently emerged as a way of fully expressing the

integrated set of capabilities needed to

run modern IT

It is a multi-dimensional system operating

together to deliver business technology

value

Governance

Pace Layers: A new way of looking at IT Service portfolios

Source: Gartner 2011

“Steady Lane” driven by product upgrades and business transformation

System of Record

Customer Product Suppliers Orders

“Medium Lane” driven by ability to absorb business i.e. internal cadence

System of Differentiation

Customer Service Processes & systems

R&D and Product developmentProcesses & systems Configurator

“Fast Lane” driven by market cadence and requiring a rapid release cycleSystem of Innovation

Facebook presence

iPhone App

Open innovation submission box

Product review service

Recommendations engine

Sentiment analysis service

Droid App

Service Portfolio led IT Management Capability Development

Value Stream Designs

Supporting Capability Designs

Organisational Change Plans

2. Design Value Streams• Cadence requirements• GRC control requirements• Process requirements• Tool chain & Automation• Metrics• Support Model Requirements• Roles & Skills• Organisational Roles & Responsibilities• Current state gap analysis

Target Portfolio

of Value

Streams &Capabilities

Informs

1. Discover & AnalyseCapture data:• Service Portfolio• Business drivers• Delivery/Sourcing Models• Existing cadence fitness• Resource Types• Architectural complexity

Service FamilyService Family

Service Family A

Analyse all Services work to find service families with similar attributes and value stream requirements


Service Family BService Family

Service FamilyService Family C


Service Family… n

3. Implement Value Stream Designs & Supporting Capabilities• Prioritise Value Streams• Deliver capabilities via Scrum & Kanban• Measure performance• Revise and continue

ITSM Tool Chain for Support (D2C)

Problem ComponentIncident Component

Service Level Component

Event Component

Change Control ComponentDiagnostics & RemediationComponent

Service Monitoring Component

Configuration Management Component

Collaboration KnowledgeSelf-Service Support

Discovery

Integration

Reporting

ServiceNow Knowledge

SDM

Splunk

Business Objects XI

BA

Foglight

https Mailtron

MS SharepointServiceNow

Service Portal

Solarwinds

VMWare vRealize

Voice Biometrics

Enterprise ESB?

REST, Web Services

ServiceNow ITOM

ServiceNow Performance

Analytics

MS Excel

MS AccessIvanti

Xtraction

ServiceNow Alert

Intranet

Splunk

ServiceNow Connect

ServiceNow Service Portal


Foglight Solarwinds

SplunkServiceNow

Event


ServiceNow Orchestration

SDMServiceNow

Change

SDMServiceNow

Incident SDMServiceNow

Problem

VMWare vROPS

SDM

ServiceNow Configuration

MS SCCM

ServiceNow SLM

ServiceNow Service 360

SMS Email

Phone Skype

MS Sharepoint

Does not fully support capability, change required

Fully supports capability, keep

Future addition, consolidation opportunityIncident

Event

Incident

Runbook

RFC

Conversation

Enquiry

Problem

Runbook

RFC

Service Performance

CIs

RFC

Changed CIs

Remediation

Notification

Planned for removal

ITSM Tool Chain for Request (R2F)

Chargeback Component


Service Level Component

Catalog Composition Component

Change Control Component

Request ComponentOffer Management Component

Configuration Management Component

Collaboration KnowledgeSelf-Service Portal

Discovery

Integration

Reporting


SDM

Business Objects XI

BA

https Mailtron

MS SharepointServiceNow

Service Portal

Enterprise ESB?

REST, Web Services

ServiceNow ITOM

ServiceNow Performance

Analytics

MS Excel

MS AccessIvanti

Xtraction

Intranet

ServiceNow Connect

ServiceNow Service Portal


ServiceNow SLM

ServiceNow Service 360

SMS Email

Phone Skype

MS Sharepoint

Does not fully support capability, change required

Fully supports capability, keep

Future addition, consolidation opportunityShopping Cart

Conversation

Enquiry

CIs

Changed CIs

OrchestrationNotification

Planned for removal

SDM

ServiceNow Configuration

MS SCCM

SDMServiceNow

Change

Fulfillment Execution Component

Usage Component

MS Word

ServiceNow Service Catalog


ServiceNow Request

SDM

Request

MS Word

SDMServiceNow

Performance Analytics

ServiceNow ITOM

SDM

ServiceNow Workflow

ServiceNow Vendor Mgmt

ServiceNow Cloud Mgmt

ServiceNow Asset Mgmt

ServiceNow Financial Mgmt


Catalog Item

RFC

TasksOffering

Sub

scriptio

n

Usage

Service Co

ntract

Fulfillment Performance

VMWare vRealize

Cost


Value Stream Design Elements

Customer

Scenarios

Valuestream

Mapping on

Current

State

ServiceNow

OOTB

Capability

Upstream /

Downstream

Data

Sources

Inputs Design Elements

Incident

Problem

Event

IT4IT Assessment for Executives

Productivity Growth CostRiskCompany Priorities 21 3 4

2 1

4 3

Medium

High

Low

Relative Opportunity

Manage Investments

Rationalize Portfolio

AlignStrategy

Prioritize Backlog

Measure & charge

Order a service

Define & publish

Route & fulfill

DeployDevelopRequirements Test

ResolveDiagnoseDetect Change

Strategy to Portfolio “Plan” Requirement to Deploy “Build”

Detect to Correct “Run”Request to Fulfill “Deliver”

JohnMichael

Anne

Slide provided by Mark Bodman IT4IT Forum Member

Safeway IT4IT Rationalization

Slide provided by Mark Bodman IT4IT Forum Member

Heat Mapping Automation onto the IT ValueChain (based on The Open Group IT4IT model)

• Shows tools lifecycle & enables roadmaps

• Flow can be estimated

• Common data model

• Operating Model can enable different portfolios

• May need multiple instances of some Value Streams

Single System of Record

ICT Governance• Risk & Compliance Management• Security Management

Technology Business Management• Supplier Management• Financial Management• Service Config & Asset Management• Resource Management

Operations Management• Service Level Management• Applications Management• Infrastructure Management• Availability, Capacity & Service Continuity Management

Demand

Project PublishIncident

Monitor & event

Problem

Change

Test

PLAN BUILD DELIVER RUN

STRATEGY TO PORTFOLIO

REQUIREMENT TO DEPLOY

REQUEST TO FULFILL

DETECT TO CORRECT

Portfolio

Fulfil

Deploy

Design & Develop

Strategy & Innovation

Filter & shape Request

Recharge

Functional & Integrated

Functional but decoupled

Functional Gapand decoupled

Knowledge

Not evaluated

What does it mean for ITSM folks?

1. Know your service portfolio(s) S2P in terms of cadence and business value

2. Map the R2D, D2C, and R2F flows across the organisation

3. Understand the impact of your processes and tools on the overall flow of value for your customers• Is your process a silo?• Can we see Services in the queues or just prioritised buckets?• Are your metrics supporting throughput of business value?

4. Work on further integration of ITSM and Ops• Evolve from call-channel, to multi-channel and service monitoring

5. Explore the IT4IT Use Cases:• Operating Model backbone• Tools architecture and roadmap• Self assessment of tools, processes• Flow based metrics

6. Incorporate into your strategy and planning!


Questions/discussion

23

Resources for Goats ;-]

it4it™: a unifying framework · 2018-04-02 · •a reference architecture (with data model)...

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