Implementing ITIL® Service Strategy Through Enterprise Architecture

ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg

Implementing ITIL® Service Strategy through Enterprise Architecture

itSMF Singapore Annual Conference 16 Mar 2012

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Please see Acknowledgements & Notices in second last slide

http://www.iss.nus.edu.sg/�


My Organisation Institute of Systems Science www.iss.nus.edu.sg Part of National University of Singapore Support national IT competency development needs Faculty of practitioners from industry with average of

more that 15 years experience each Caters to working IT professionals

■ Post-Graduate Programmes ■ Executive Programmes ■ Consulting ■ Industry Research

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About Myself

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ITIL Expert, TOGAF 9 Enterprise Architect, CITPM (Senior), COMIT, CGEIT, Chartered IT Professional 20 years of IT management experience

Process Improvement Enterprise Architecture and Planning IT Operations Application Development

Consultancy for private and public sector

CMMI Enterprise Architecture

Goh Boon Nam Chief, New Initiatives Institute of Systems Science



ITIL v3.0 (ie. 2007 Edition)

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Select right things to do Do things well

© Crown Copyright 2011

© Crown Copyright 2011. Reproduced under licence from the Cabinet Office


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ITIL V3.0 Service Strategy – Quick Poll

How many of your organisations have trained staff on the details of this book and implemented it?

[exclude ITIL consulting / training organisations]

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Global Status of ITIL Service Strategy (SS)

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Process In place

Process Not In place

Source: itSMF 2010 Global Survey



Why low take-up of ITIL SS v3.0?

Lucky for me that I have a background in electrical engineering systems theory, a graduate degree in operations research, and a lifetime’s reading of scientific literature, or I’m not sure how I would have otherwise survived my first encounter with it.

the IT Skeptic (Rob England)

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Source: http://www.itskeptic.org/node/243




Scope of ITIL V3 Upgrade (ie. 2011 Edition)

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ITIL Service Strategy 2011 Edition

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2007 Edition 2011 Edition

© Crown Copyright 2011 © Crown Copyright 2011. Reproduced under licence from the Cabinet Office




ITIL SS 2011 Ed – Clearly Defined Processes

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“

”



ITIL SS 2011 Ed – Guidance for Processes E.g. “Strategy Management for IT Services

• Purpose & Objectives • Scope • Value to Business • Policies, Principles and Basic Concepts • Process Activities, Methods and

Techniques • Triggers, Inputs, Outputs and Interfaces • Information Management • CSFs and KPIs • Challenges and Risks”

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Time to implement ITIL SS?

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Process In place

Process Not In place



Using Enterprise Architecture to help Implement ITIL SS

Aspects of ITIL Service Strategy overlapping with EA

What is Enterprise Architecture (EA)? Jump-start ITIL Service Strategy through

Enterprise Architecture ■ How Enterprise Architecture can help ITIL SS ■ How ITIL SS can complement EA

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ASPECTS OF ITIL SS OVERLAPPING WITH EA

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What is ITIL Service Strategy?

“A strategy is a complex set of planning activities in which an organization seeks to move from one situation to another in response to a number of internal and external variables.”

“ITIL service strategy specifically defines how a service provider will use (ie. plan to use) IT services to achieve the business outcomes of its customers, thereby enabling the service provider (whether internal or external) to meet its objectives (of providing value to the customer).”

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What IT Services would you strategise for these companies?

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vs



Strategic Management for IT Services

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Strategic assessment Strategy generation Strategy execution (through the service lifecycle)

Analyse internal factors

Define market spaces

Identify strategic industry factors

Analyse external factors

Establish objectives

Establish objectives

Determine perspective

Form a position

Craft a plan

Adopt patterns of

action

Service management

Align assets with customer outcomes

Optimize critical

success factors

Prioritize investments

Documented service strategy

Continual service

improvement

Strategy measurement and evaluation

• Service portfolio • Financial management • Service design requirements • Service transition requirements • Service operation requirements

Vision

Policies

Plans

Actions/ CSFs




Service knowledge management system

Service portfolio

Servicepipeline

Servicecatalogue

Retired services

Customer/supportteam viewablesection of theservice portfolio(the servicecatalogue, withselected fieldsviewable)

Serv

ice

lifec

ycle

Service statusRequirementsDefinitionAnalysisApprovedCharteredDesignDevelopmentBuildTestReleaseOperational/live

RetiringRetired

One Key Output of ITIL Service Strategy

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Service Strategy helps to plan and govern the implementation of Service Portfolio e.g.:

New IT services or enhancements to add to the Service Pipeline

IT services to be retired © Crown Copyright 2011 © Crown Copyright 2011. Reproduced under licence from the Cabinet Office



ENTERPRISE ARCHITECTURE

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Who are using Enterprise Architecture?

Public Sector Example ■ Singapore Government

• “The (EA) programme aims to establish a federated view of all government agencies' enterprise architectures to optimise government ICT assets for greater cost savings or avoidance.”

Private Organisation Examples

How does EA help them? 20

Presenter

Presentation Notes

Sources: http://www.egov.gov.sg/egov-programmes/programmes-by-government/whole-of-government-enterprise-architecture-wog-ea Enterprise Architecture as Strategy, Harvard Business Press Infoworld Awards for EA 2010 and 2011 http://blogs.forrester.com/alex_cullen/11-09-19-announcing_the_winners_of_the_2011_infoworldforrester_enterprise_architecture_awards http://www.infoworld.com/print/137823



Singapore Government EA

Ministry of Education ■ Before EA

• Uncoordinated IT expenditures • Siloed redundant systems • Limited IT efficiencies • Cumbersome systems that prevented agility

■ EA helped • Reduced number of systems by 44% • Saved over $25 million

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Source: http://www.infoworld.com/print/173372



Proctor & Gamble

■ Before recent launch of EA • Business processes not end-to-end digital • Lack of standardisation • Lack of real-time information

■ EA helped • Introduce “Going Digital” programme

• Increased business process standardisation by 10%

• Increased end-to-end automation by 10% • Increased real-time information by 300%

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Source: http://www.infoworld.com/print/173372



EA Definition

Gartner ■ Enterprise architecture (EA) is the process of

translating business vision and strategy into effective enterprise change by creating, communicating and improving the key requirements, principles and models that describe the enterprise's future state and enable its evolution.

■ Enterprise architects compose holistic solutions that address the business challenges of the enterprise and support the governance needed to implement them.

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EA is NOT Solution Architecture

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Source : http://www.andyblumenthal.com/2007/08/enterprise-architecture-is-not.html



Enterprise Architecture – 4 Domains

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TechnologyArchitecture

Hardware, software, network

Application Architecture

Services

DataArchitecture

Data, information

Business Architecture

Business processes, organization, people



EA Target & Service Portfolio

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Services

DataArchitecture

Data, information



Service knowledge management system

Service portfolio

Servicepipeline

Servicecatalogue

Retired services

Customer/supportteam viewablesection of theservice portfolio(the servicecatalogue, withselected fieldsviewable)

Serv

ice

lifec

ycle

Service statusRequirementsDefinitionAnalysisApprovedCharteredDesignDevelopmentBuildTestReleaseOperational/live

RetiringRetired




Creating Target Enterprise Architecture

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Services

DataArchitecture

Data, information






Services

DataArchitecture

Data, information



Current Target

EA Method



One EA Method – TOGAF ADM

The Open Group ■ Vendor and technology-neutral industry consortium ■ Most famous for being the standards body for UNIX and

developer of TOGAF TOGAF

■ The Open Group Architecture Framework ■ A detailed method and a set of supporting tools for

developing an enterprise architecture ■ TOGAF ADM

■ TOGAF Architecture Development Method ■ A method for developing and managing the lifecycle of an

enterprise architecture, and forms the core of TOGAF

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TOGAF Architecture Development Method

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Business Vision & Drivers

Enhanced Business

Capabilities

Source: http://pubs.opengroup.org/ architecture/togaf9-doc/arch/

© The Open Group

TOGAF ADM



Business Architecture – Example (1)

Presenter

Presentation Notes

Historical example around 2005 what a government agency in US planned as their EA strategy. However, likely plan hit by economic and budget crisis.



Business Architecture – Example (2)

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Source: http://portal.hud.gov/hudportal/documents/ huddoc?id=DOC_15169.pdf

Duplication in Functions

Streamlined Functions



Application Architecture – Current

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Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13845.pdf


Wasteful Redundancy and Siloed Applications



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Application Architecture – Target


Streamlined Portfolio of Applications



Data Architecture - Target

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Streamlined Portfolio of Data Sources -Consistent data - “Single” source of truth




Technology Architecture – Current & Target

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• Target Future (TF) • Pilot (P) • Target Current (TC) • Maintain (M) • Obsolete (O)

HUD TRM CATEGORY Parent Name Product Version

HUD TRM Status

Application Server Software SUN JAVA SYSTEM APPLICATION SERVER 9 TF

Application Server Software SUNONE APPLICATION SERVER 8.2 TC

Application Server Software SUNONE APPLICATION SERVER 7 M

Application Server Software SUNONE APPLICATION SERVER 6.5 O

Asset Management Tools OPEN VIEW ASSET CENTER 5 TF

Asset Management Tools OPEN VIEW ASSET CENTER 2 TC

Business Intelligence MICROSTRATEGY 8.X TC

Business Intelligence CRYSTAL REPORTS 8.5 M

Business Intelligence CRYSTAL REPORTS 8 O

etc.. Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13829.pdf



Technology Architecture – Target

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Streamlined Technology Architecture (example)



Enterprise Architecture “Viewpoints”

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EA Viewpoints include the

Service Portfolio

© The Open Group

Source: http://pubs.opengroup.org/architecture/togaf9-doc/arch/Figures/35_viewpoints.png



Opportunities and Solutions

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Information ArchitectureCurrent

.......

Target

........

Gaps

.......

Opportunities ........... ...........

Application ArchitectureCurrent

.......

Target

........

Gaps

.......

Opportunities ........... ...........

Technology ArchitectureCurrent

.......

Target

........

Gaps

.......

Opportunities ........... ...........


Portfolio of IT projects (examples)1. Upgrade systems, network infrastructure, VPN2. Increase server capacities3. Implement enterprise data warehouse & BI4. Implement CRM solutions5. Implement Knowledge management6. Implement B2B partner / customer portal7. Standardize all application servers8. Implement security controls on all financial applications9. Implement workflow / business rules engines10. Implement mobile sales force11. etc.

Each opportunity can be an IT initiative



Migration Planning (1)

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Migration Planning (2) Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13840.pdf



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Source: http://portal.hud.gov/hudportal/documents/huddoc?id=eatpv6.pdf

Implementation Governance (1)

• Confirm Scope and Priorities for Deployment with Development Management

• Identify Deployment Resources and Skills

• Guide Development of Solutions Deployment

• Perform Enterprise Architecture Compliance Reviews

• Implement Business and IT Operations • Perform Post-Implementation Review

and Close the Implementation



42 Source: http://pubs.opengroup.org/architecture/togaf9-doc/arch/Figures/50_org.png

Implementation Governance (2)



Architecture Change Management

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Monitor for Triggers to Change the EA


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JUMP START ITIL SS WITH EA

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How EA Can Help ITIL SS (1)

Service Portfolio is a key output of ITIL SS For an internal/shared IT service provider

■ EA helps create a Target Architecture/Service Portfolio aligned to the enterprise’s needs

For an external IT service provider ■ There are advantages to position its Service Portfolio

as a Target Architecture aligned to the customer’s needs

EA has a detailed and mature (v9) process to help produce the Service Portfolio / Target Architecture

EA process already exists in many organisations – can jump start ITIL SS through existing EA processes

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How EA Can Help ITIL SS (2)

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Number of TOGAF Certified professionals:

15,000 + globally 900+

in Singapore



How ITIL SS Can Complement EA

ITIL SS takes the strategic perspective from the IT Service Provider point of view

Whereas EA looks from the total enterprise point of view and so will not cover above areas

ITIL SS perspective ■ Especially useful for External Service Provider to

differentiate itself from other providers – e.g. customer portfolio analysis, positioning (eg. narrow catalogue to variety of customers vs single customer type & broad catalogue etc), service provider competitor analysis etc

■ Service provider competitor analysis also useful to Internal/Shared Service Provider (eg. how to avoid being outsourced)

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Summary Now is the right time to start implementing ITIL

SS ITIL SS and EA can be complementary If EA already exists in your enterprise or your

customer’s enterprise, consider integrating ITIL SS into the EA process

If not, consider creating a combined process from the beginning rather than evolving two separate processes over time

Enhance the EA process with the additional service provider perspective that ITIL SS provides

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For Further Information

Please refer to: http://www.iss.nus.edu.sg/ Or email Goh Boon Nam at: [email protected]

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mailto:[email protected]�


Acknowledgements & Notices ITIL® is a registered trade mark of the Cabinet Office The Swirl logo™ is a trade mark of the Cabinet Office Quoted text is from ITIL® Service Strategy © Crown

Copyright 2011. Reproduced under licence from the Cabinet Office. [Any original emphasis excluded. Emphasis then added for purpose of this presentation.]

Text in italics is based on Cabinet Office ITIL® material. Reproduced under licence from the Cabinet Office

TOGAF® is a registered trademark of The Open Group in the United States and other countries

© 2012 NUS unless otherwise stated.



THE END

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Documents

Implementing ITIL® Service Strategy Through Enterprise Architecture