running the business of it on servicenow using it4it

CC&C Solutions 2015 Copyright © and Confidential

Presented byMichael FultonPresident, CC&C Americas

Running the Business of IT on ServiceNow using IT4IT™

CC&C Solutions 2015 Copyright © and Confidential CC&C Solutions 2015 Copyright © and Confidential

▪ CC&C Solutions (CC&C) is an IT Internal Transformation and EA consulting, training and implementation organization, headquartered in Sydney, Australia and staffed worldwide.

▪ Our mission is to lead the development and growth of Enterprise Architecture and IT Capability…

▪ for the individual▪ for the organization ▪ and for the industry

Who is CC&C?


▪ President, CC&C Americas

▪ IT industry for 25 years, 19 at Fortune 50

▪ IT4IT Forum Steering Committee

▪ IT4IT Adoption Work Group Co-Chair

▪ 8 years as Enterprise Architect (Cloud, IT4IT, ESN, BusArch, EA Training)

▪ 5 years running IT Strategic Planning & Cost Optimization

▪ Chair AEA Ohio

▪ Trained 100’s worldwide in EA and TOGAF

Who am I?


What is IT4IT™?

▪ IT4IT™, an evolving Open Group standard, provides a vendor neutral, technology agnostic and industry agnostic reference architecture for managing the Business of IT, enabling insight for continuous improvement;

▪ IT4IT™ provides the capabilities for managing the business of IT will enable IT execution across the entire Value Chain in a better, faster, cheaper way with less risk;

▪ IT4IT™ is industry independent to solve the same problems for everyone

▪ IT4IT™ is designed for existing landscapes and accommodates future IT paradigms


What is the problem we are solving with IT4IT?

▪ Lack of cooperation across all IT leads to sub-optimization

▪ Insufficiently integrated IT Management toolsets, lack of prescriptive guidance

▪ Inability to gain true insight in order to make good decisions

▪ Immaturity makes it virtually impossible to tackle disruptive innovations like cloud, agility, mobility, BYOD, …


Who and where are we?Original Consortium

▪ Shell▪ Hewlett-Packard▪ Achmea▪ MunichRe▪ Accenture▪ PWC▪ University of South Florida▪ AT&T

Forum Members now include▪ Shell, BP, ExxonMobil, Raytheon,

Boeing, Origin Energy, Achmea, Rabobank, Phillips, MunichRe...

▪ ServiceNow, IBM, HPE, Microsoft, Huawei, Oracle, CA, ...

▪ Accenture, CapGemini, HCL, Tata, PWC, E&Y, Fujitsu, ...

▪ APG, Logicalis, CC&C, Umbrio, Conexiam, Arismore, Action Research Foundation, Westbury ...

▪ ...Value Chain

9/2011

RA 1.0 (level 2)

1/2013

RA 1.3 (level 3)

10/2014

RA 0.5 (level 1)

8/2012

RA 1.2 (level 3)

3/2014

RA 2.0 (level 3)

10/2015


Val Sribar, Group Vice President Gartner Enterprise Software Research Group

Opportunity Awaits!


IT Value Chain


How to run and Deliver IT, ContinuouslyThe Vision: Create Integrated IT management capabilities across the entire service lifecycle

Build RunDeliverPlan

Reference Architecture

IT Value Chains

Strategy to PortfolioRequirement to Deploy

Request to FulfillDetect to Correct

Traditional IT Value Chain


Value Chain, Reference Architecture

From Why to What

From What to How(uses TOGAF®, specified in ArchiMate®

This is all about the data! Embracing existing process and agile frameworks.


IT Operating Model: In Detail

Selection• Optimize portfolios• Communicate value• Evaluate benefit

realization

Service Portfolio• Enterprise

architecture• Service portfolio

rationalization• Create service

blueprint and roadmap

Strategy• Define objectives• Align business and IT

roadmaps• Set up standards and

policies

• Consolidate demand• Analyze priority,

urgency, and impact• Create new or tag

existing demand

Demand

Strategy to Portfolio

KPIs:• IT Service Value• IT Service Gap

Requirement Component

Requirement to Deploy

1:n

n:1

PortfolioBacklog

Item

Portfolio BacklogItem (rationalized/

Prioritized)

Competency(availability)

Budget(estimate)

Assets(availability)

Policy

Portfolio Backlog Item

Policy

Requirement

1:n

Service Blueprint

PortfolioBacklog

Item

Conceptual Service

Conceptual Service

Blueprint

n:m

Project Component

IT Project

Scope Agreement

1:n Scope Agreement

Service Design ComponentLogical Service

Blueprint1:n

Portfol io Demand Component

Service Portfolio Component

n:m

Business Process

Portfolio Backlog Item

1:nPolicy

Component

Proposal Component

S2P V.1.3 Sep 29th 2014

Service Model

Da ta Artifact – Key

Re cord fabric IntegrationEntity relat ionship

Fu nctional Component - Key

Fu nctional Component - Auxil iar y

Da ta Artifact – Auxil iary

Engagement dataf low

Cu rrent practice

This work is based upon material developed and published by the IT4IT Consortium



Asset Management

BusinessStrategy

IT Financial Management

Labor Management

Problem Component

Problem, Known ErrorDetect to Correct

Service Architecture

Enterprise Architecture Component

n:m

1:1

Deploy• Release plan• Change and configu-

ration process• Knowledge

management• Application and

security monitors

Develop• Development: Agile,

iterative, waterfall …• Source & set up

development environment

• Version control• Developer testing

Plan & Design• IT Project plan• Logical service

model• Requirements• Functional &

technical• Standards & policies

• Functional: desktop, web, mobile

• Performance: desktop, web, mobile

• Security: static, dynamic

Test


KPIs:• Cycle Time• Requirements

‘Churn’• Production Defects

Proposal Component

Service Portfolio Component

Policy Component

Demand Component

Build ComponentService DevelopmentComponent

Problem Component

Detect to Correct

IT Project


Demand

Requirement

1:n

1:n

Source

1:n

Defect

1:n

RFC (Normal)

1:n

Service Design

Package

Policy

Defect

Defect

1:n

n:m

RFC

n:m

1:n

n:m

Requirement Comp.

Test Case

Test Component

Incident Component

Detect to Correct


Conceptual ServiceBlueprint

Project Component

Fulfillment Execution Comp.

Change ControlComponent

1:n 1:n 1:n

1:1

Scope Agreement

1:n

1:1

Logical Service Blueprint

n:m

Service Release

Release Package

Desired Service Model

Scope Agreement


Defect Component

Build

Problem, Known Error

1:1

n:1

1:n

Defect

1:1

Incident

IT Project

Requirement

Defect

1:1

Service Design Comp.

Service Model

Data Artifact – Key

Record fabric IntegrationEntity relationship

Fu nctional Component - Key

Fu nctional Component - Auxiliary

Data Artifact – Auxiliary

Engagement d ataflow

Curren t practice


R2D V.1.3 Sep 29th 2014

Catalog Composition Component

Service Catalog Entry1:n

Request to Fulfill

Request to Fulfill

Fulfillment Request

Release Package

Fulfil lment Request

1:n

ReleaseComposition Comp.


Service Catalog Entry (Unbound)

1:n

RFC

1:n

Service Release Blueprin t

Measure• Service usage

measurement• Chargeback/

showback• Cost transparency• Surveys and

ratings

Subscribe• Portal engagement• Personalized

experience• Self-service• Manage subscriptions

Define & publish• Merge catalog items

from all fulfillment engines

• Set pricing, options and SLA

• Publish services

• Route fulfillments• Automate

deployment• Use internal and

external providers• Integrate with asset,

configuration and change systems

Fulfill

Request to Fulfill

KPIs:• Cycle Time• Cost/Service

Project Component

Service Mod el

Da ta Art ifact – Key

Re cord f ab ric I ntegratio nEntity re lation ship

Fu nct iona l Comp on ent - Key

Fu nct iona l Comp on ent - Auxiliary

Da ta Art ifact – Auxiliary

Eng ag em en t d ataflow

Cu rre nt practi ce


R2F V.1.3 Sep 29th 2014

Actual Service CIsDetect to Correct

Configuration Management Component

ReleaseComposition Component

1:n

Service Release Blueprint


Request Rationalization Component

Usage Record

Chargeback Contract

Bil l/Invoice

Service Catalog Entry (Unbound)

Usage

Usage

Subscrip tion

1:n

Request

Offer Catalog

n:m

Offer

User Profile

n:m

1:1

Shopping Cart

Chargeback Contract

n:m

Fulfi llment Request

1:n

1:n

Subscription

Service Monitor

Offer Mgmt. Component

Request

Conversation

Knowledge Item

Pro ble m, Known E rror

n:m

n:m

Knowledge Item

Knowledge & Collaboration

Comp.

Incident

Status

1:n

Service Catalog Entry

n:m

Fulfillment ExecutionComponent

RFC

1:1

Detect to Correct

Catalog Composition Component

UsageComponent

Chargeback / Showback

Component

RFC Request

Change Control Component

Composite/Compound Request

IT Supplier (External to IT)

1:n

Engagement Experience Portal

1:n

1:1

IT Financial Management

Service MonitoringComponent

FulfillmentEngine & Deploy/Provision Systems

Detect to Correct

Problem Component

Detect to Correct Detect to Correct

Incident Component

Offer Consumption ComponentSelf Service

Support


n:m

1:n

Request

1:m

n:1

Service Catalog Entry (Bound)

Actual Service

CIs1:nRelease Package

IT Asset Management

Supportive Function

Fulfi llmentRequest


Supportive FunctionSupportive FunctionSupportive Function

Resolve• Implement change• Leverage run books• Verify recovery• Close records

Diagnose• Enrichment • Root cause• Severity and

business impact• Defined escalation

path• Auto-fixed common

issues

Detect• See events, alarms

and metrics across entire infrastructure

• Understand user issues

• Trace the relationship between event

• Define change request

• Perform problem and risk analysis

• Approve

Change

Detect to Correct

KPIs:• MTTR• MTBF

Self Service Support

Defect Component

Requ irement to De ploy

Defect

Portfolio Demand Component


Portfolio BacklogItem

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 Fulfil l

Fulfillment Execution Comp.

PortfolioBacklog

Item

n:m

Usage

1:n

Runbook

Run book

Run book

n:m

Service DiscoveryCI

Defect

Knowledge & Collaboration Component

Knowledge Item

n:m

1:n

1:n

Request to Fulfil l

ServiceMonitor Knowledge ItemRun book

Interactionn:m

1:1


1:1

1:1

Usage Component

Request to Fulfil l

Defect

1:11:1

Offer Consumption Component

Request to Fulfi ll

Status

Service Monitoring Component

Incident Component

Change Control Component

ProblemComponent

Diagnostics & Remediation Comp.

Configuration Management Comp.

Event Component

RFC

D2C V.1.3 Sep 29 th 2014

Service Mod el

Dat a Art ifact – Key

Record fab ric I nte grat io nEntity re lationship

Fu nctional Comp on en t - Key

Fu nctional Comp on en t - Auxiliary

Dat a Art ifact – Auxiliary

Engag em ent d ata flow

Curren t pra ctice


1:n

Request to Fulfil l

Actual Service

CIsFulfillment Request


IT4IT Functional Model – v2.0Systems of record fabric for IT management

© 2015 ServiceNow All Rights Reserved 13Confidential

ServiceNow Platform


ServiceNow’s Evolution

IT Service Management

(R2F, D2C)

Enterprise Service

Management

IT Value Chain


ServiceNow IT Supply Chain Portfolio

VALUE STREAMS

Single System of Record

SUPP

ORT A

CTIV

ITIES

Automation (Cloud, Runbook, Request)

Service Asset & Configuration Management

Governance, Risk and Compliance

Supplier and Vendor Management

Financial Management (Bill of IT)

Service Mapping and Discovery

Reporting and Analytics

Resource

Demand

Project

Catalogue

Incident

Event

Problem

Change

SDLC

Test

PLAN BUILD DELIVER RUN

STRATEGY TO PORTFOLIO

REQUIREMENT TO DEPLOY

REQUEST TO FULFILL

DETECT TO CORRECT

PortfolioKnowledge

Subscription

Defect

Capabilities1. Core ITIL: Incident, Problem, Change, Release (incl. knowledge/SLA)

2. Service Mapping (incl. Config Management)

3. Catalogue (FrontDoor/Request IT)

4. Finance (Bill of IT)

5. Asset (SACM)

6. GRC (Governance, Risk, Compliance)

7. Demand Management

8. Vendor Management

9. Orchestration (Request Automation)


IT Supply Chain Portfolio – Use case example : Service Lifecycle

VALUE STREAMS

SINGLE SYSTEM OF RECORD

SUPP

ORT A

CTIV

ITIES

Automation (Cloud, Runbook, Request)

Service Asset & Configuration Management

Governance, Risk and ComplianceSupplier Management

Financial Management (Bill of IT)

Service Mapping and Discovery

Reporting and Analytics

Resource

Demand

ProjectCatalogue

Incident

Event

Problem

Change

SDLC

Test

PLAN BUILD DELIVER RUN

STRATEGY TO PORTFOLIO

REQUIREMENT TO DEPLOY

REQUEST TO FULFILL

DETECT TO CORRECT

Portfolio KnowledgeDefect

Subscription

Typical benefits across the supply chain:

• Workflow, governance, risk management

• Standardisation of process

• Standardisation and integration of data

• Accurate metrics, transparency of supply chain performance

• Communication, knowledge, collaboration across all domains

PORTAL

DEMAND

PROCESS WORKFLOW

Typical issues across the supply chain:

• No single place to start new business requirement or change to service

• No consistency of process to assess demand

• No single source of truth


Positioning IT4IT™ in the ‘landscape’


IT4IT™ and ITIL®

Attribute ITIL® IT4IT™ Reference ArchitectureCharacteristics Framework describing functions/capabilities/disciplines. Information model-driven reference architecture that accommodates

multiple process frameworks.

Origins An aggregation of best practices drawn from a world-wide community of executives, managers, and individual contributors.

Driven by the specific needs of Enterprise Architects and IT managers.

Form Primarily narrative. Primarily architectural, framed using TOGAF® and presented using ArchiMate®.

Utility Oriented to education. Solution-orientation: useable ‘off the shelf’.

Value proposition

Enables detailed analysis at the function/process level. Enables choreography of four high level IT value streams (Strategy to Portfolio, Requirement to Deploy, Request to Fulfill, Detect to Correct) and offers prescriptive guidance for the design of products and services that deliver them.

Structure Mutually-exclusive and comprehensive architectural catalogs.

Granularity Precise and prescriptive representation of data and integration patterns for the whole IT management domain.

Agility Implicit waterfall, top-down planning orientation. Explicit accommodation of Agile and DevOps trends and lean Kanban process approaches.

Provenance Evolved through various proprietary ownerships. Dynamic, open peer-to-peer development and review processes under the aegis of The Open Group.


For more information about IT4IT…

▪ The Open Group IT4IT™ Reference Architecture, Version 2.0 here

▪ Pocket Guide here

▪ Case Studies and Testimonials here

http://www.opengroup.org/bookstore/catalog/c155.htm

http://www.opengroup.org/bookstore/catalog/g154.htm

http://www.opengroup.org/IT4IT/testimonials


Connect with me at• [email protected]• https://www.linkedin.com/in/michaelfulton • http://www.ccandcsolutions.com • Twitter - @cccamericas• Skype - cincibuckeyenut

https://www.linkedin.com/in/michaelfulton



http://www.ccandcsolutions.com/

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