Reference Cards€¦ · The Open Group IT4IT Reference Architecture standard comprises a reference architecture and a value chain-based operating model for managing the business of

Personal PDF Edition. Not for redistribution.

Reference C

ards

TM

IT 4 ITThe Open Group IT4IT™ Value Chain and Reference Architecture Version 2.1

Personal PDF Edition. Not for redistribution.Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.

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About the IT4IT™ Value Chain and Reference Architecture The IT4IT Reference Architecture prescribes holistic management of the business of IT with continuous insight and control, enabling Boundaryless Information Flow™ across the entire IT Value Chain.

The Open Group IT4IT Reference Architecture standard comprises a reference architecture and a value chain-based operating model for managing the business of IT. It provides prescriptive guidance on how to design, procure, and implement the functionality needed to run IT. The end-to-end, ‘how to’ emphasis of the IT Value Chain and IT4IT Reference Architecture also enables the state of services that IT delivers to be systematically tracked across the service lifecycle.

For more information, see www.opengroup.org/IT4IT.


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An IT4IT Service Model approach enables effective

IT Portfolio Management

The IT4IT Standards-

based operating model shifts IT effort to value

delivery

The IT4IT Value Streams support

transition to Agile, Lean IT,

DevOps, BiModal

The IT4IT Value Chain model

supports an end-to-end focus on

business outcomes

The IT4IT™ Value Chain and Reference Architecture: Accelerate your Transformation to a Digital Enterprise

For more detail, view the IT4IT™ Management Guide “IT4IT™ for Managing the Business of IT”:

www.opengroup.org/library/g160


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The IT4IT™ Reference Architecture and the IT Value Chain

Value Streams Efficiency

& Agility Finance & Assets

Intelligence & Reporting

Resource & Project

Governance, Risk & Compliance

Sourcing & Vendor

Requirement

to Deploy

Detect

to Correct

Strategy

to Portfolio

Request

to Fulfill

IT V

alue

Cha

in

Plan Build Deliver Run

Service Model Backbone

Supp

ortin

g Ac

tivitie

s

Leveraging Business Value Chain Success

Define your strategy to balance and broker your portfolio

Plan

Prioritize every requirement to build the best services and deploy them

Handle each request by streamlining the process to fulfill it

Seek to detect issues and to correct them before impacting users

Build Deliver Run

Service Model Backbone

An Operating Model for the New Style of IT

Strategy to Portfolio

Drive IT portfolio to business innovation

Requirement to Deploy

Build what the business needs, when it needs it

Request to Fulfill

Catalog, fulfill, & manage service usage

Detect to Correct

Anticipate & resolve production issues

IT Value Chain

Value Stream Overview

Service Model Lifecycle

Con

cept

ual Logical

Providers

Service Model

Consumer Cont

inuo

us A

sses

smen

t Continuous Integration

Conceptual Service

Service Catalog

Entry

Logical Service

Service Release

Service Release

Blueprint

Actual Service Desired

Service

Continuous Delivery

Realized


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IT4IT™ Reference Architecture,Level 1

ProblemComponent

IncidentComponent

Offer Consumption Component

ServiceDesign

Component

ReleaseCompositionComponent

ServiceMonitoring

Component

EventComponent

ChangeControl

Component

UsageComponent

Diagnostics &RemediationComponent

Chargeback/Showback

Component

RequestRationalization

Component

CatalogCompositionComponent

OfferManagementComponent

BuildComponent

TestComponent

DefectComponent

SourceControl

Component

ProjectComponent

RequirementComponent

EnterpriseArchitectureComponent

ServicePortfolio

Component

PortfolioDemand

Component

ProposalComponent

PolicyComponent

FulfillmentExecution

Component

ConfigurationManagement

Component

Strategy toPortfolio Requirement to Deploy Request to Fulfill Detect to Correct

EnterpriseArchi-tecture

Policy Require-ment

ScopeAgree-ment

ITInitiative

PortfolioBacklog

Item

Source

Con-ceptualService

LogicalService

TestCase

Defect

Offer

ServiceRelease

Build

ServiceCatalogEntry

DesiredService

UsageRecord

Fulfill-ment

Request

Sub-scription

Charge-back

Contract

Request

Problem,KnownError

Incident

Event

ServiceMonitor

RunBook

RFC

ShoppingCart

Service LevelComponent

ServiceContract

ActualService

Build PackageComponent

BuildPackage

ServiceReleaseBlueprint

IT4IT Reference Architecture L1

Charge-back

Record


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Manage your IT Portfolio and Investments to Drive Business Innovation

Strategy Service Portfolio Demand Selection

•  Define objectives •  Align business and

IT roadmaps •  Set up standards

and policies

•  Enterprise Architecture

•  Service portfolio rationalization

•  Create service blueprint and roadmap

•  Consolidate demand

•  Analyze priority, urgency, and impact

•  Create new or tag existing demand

•  Business value, risk, costs, benefits, & resources

•  What-if analysis •  Ensure governance

Key Activities

Holistic Demand Across PMO, enterprise architecture, and service portfolio mgmt

Business Priorities Decisions are based on business needs

Data Consistency Reliability and trust based on consistent data across services

Financial Visibility Information on investment activity and value realization

Traceability Link from business request to what was delivered

Communication With business stakeholders through service roadmaps

% of new investment vs maintenance Innovation

% planned vs actual Costs

% CapEx vs OpEx Capital

By source and type Demand

% satisfied customers per service Usage

Deficiencies in security policies and standards Compliance

Value Drivers Proof Points

• Provide the strategy to balance and broker your portfolio

• Provide a unified viewpoint across PMO, Enterprise Architecture, and service portfolio

• Improve data quality for decision-making

• Provide KPIs and roadmaps to improve business communication

Strategy to Portfolio (S2P)


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Requirement Component


1:n

n:1

PortfolioBacklog

Item

Portfolio BacklogItem (rationalized/

prioritized)

Competency(availability)

Assets(availability)

Policy

PortfolioBacklog Item

Policy

Requirement

1:n

ConceptualService

PortfolioBacklog

Item

ConceptualService

ConceptualService

Blueprint

n:m

Scope AgreementScope Agreement

Service Design Component

LogicalService

Portfolio DemandComponent

Service PortfolioComponent

n:m

Business Process

Portfolio Backlog Item

n:1Policy

Component

ProposalComponent


IT AssetManagement

LaborManagement

Problem Component

Problem,Known ErrorDetect to Correct

EnterpriseArchitecture

Enterprise ArchitectureComponent

n:m

1:1

Supporting Function

S2P V.2.1

Service Model

Data Object – Key

Record Fabric IntegrationEntity Relationship

Functional Component – Key

Functional Component – Auxiliary

Data Object – Auxiliary

Engagement Dataflow

Current Practice

1:n

BusinessStrategy

(External to IT)

Budget for Run & Operate

IT Budget Request

Approved IT Budget

Scoping & Investment Decisions

ActualSpend

Scoping &InvestmentDecisions

IT Investment PortfolioComponent

ITFM Supporting Function

IT Budget Item

n:1

1:n

Project Component

IT InitiativeRequirement to Deploy

Offer ManagementComponent

Request to Fulfill

1:n

Estimated Labor & Asset Configuration

Estimated Labor & Asset Cost

Proposed ITInvestments

EstimatedBudget

Development Scope & BudgetDevelopment Spend

Cost Modeling Component

ITFM Supporting Function

IT Cost Model

Chargeback/ShowbackComponent

Request to Fulfill

n:1

Finance(external to IT)

ChargebackRecord

Strategy to Portfolio (S2P 2.1)


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Requirement to Deploy (R2D)

Prioritize Every Requirement to Build or Source the Best Services and Deploy Them

Plan & Design Develop Test Deploy

•  IT project plan •  Logical service

model •  Requirements •  Functional &

technical •  Standards &

policies

•  Development: agile, iterative, waterfall, …

•  Source & set up dev. environment

•  Version control •  Developer testing

•  Functional: desktop, web, mobile

•  Performance: desktop, web, mobile

•  Security: static, dynamic

•  Release plan •  Change and

configuration process

•  Knowledge management

•  Application and security monitors

Key Activities

Reuse Re-use of services and requirements becomes the norm

Time - to - Market Faster time - to - market for service realization

Supplier Info Increased traceability across internal and external suppliers

Financial Visibility Improved inputs to IT Financial Management on full service cost

Predictability Control point facts for quality, utility, security, and cost

Policy Compliance Across security, risk, enterprise architecture, and finance

% of requirements – dev, test, deploy Requirements

% of project tasks or cycles on time On Time

% of automated build, tests, deploy Automation

% of detected versus closed at release Defects

% of successful deployments Deploy

% of emergency changes Change


• Provide a framework for creating, modifying, or sourcing a service

• Support agile and traditional development methodologies

• Enable visibility of the quality, utility, schedule, and cost of the services you deliver

• Define continuous integration and deployment control points


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Requirement to Deploy (R2D 2.1)

Fulfillment ExecutionComponent


Strategy to PortfolioPortfolio Backlog Item

Policy Component

Source ControlComponent

ProblemComponent

Detect to Correct

IT Initiative

Requirement

1:n

1:n

Source

1:n

Defect

1:n

RFC (Normal)

1:n

LogicalService

Blueprint

Policy

Defect

Defect1:n

n:m

RFC

n:m

RequirementComponent

Test Case

Test Component

IncidentComponent

Project Component Change ControlComponent

1:n 1:n

1:1

Scope Agreement

1:n 1:1LogicalService

ServiceRelease

ReleasePackage

Defect Component

Problem,Known Error

1:1

n:1

1:n

Defect

1:1

Incident

ITInitiative

Requirement

Defect

1:1

Service Design Component

Catalog CompositionComponent

Service Catalog Entry

Release Package

ReleaseComposition Comp.


Service Catalog Entry (Unbound)

1:n

RFC

Service ReleaseBlueprint

Service Contract (Template)

n:m

DesiredService

FulfillmentRequest

1:n

Build Component

Build

Build PackageComponent

Build Package

n:1n:m

n:m

Service Level ComponentServiceContract

n:m

1:n

1:n

Detect to Correct

Detect to Correct

Request to Fulfill

Request to Fulfill

Proposal Component

Scope Agreement

Strategy to Portfolio1:n

Request

DevelopmentSpend

Development Spend

DevelopmentScope & Budget

Service PortfolioComponent

ConceptualService



Request to Fulfill

RequestRationalizationComponent

Request to Fulfill

1:n

ChargebackRecord

Service Model

Data Object – Key




IT4IT Reference Architecture, Version 2.1

Record Fabric Integration

Entity Relationship

Engagement Dataflow

Current Practice


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Request to Fulfill (R2F)

Manage Catalog, Subscriptions, and Fulfillment across Multiple Providers

Design & Publish Subscribe Fulfill Measure

•  Mash catalog items from all fulfillment engines

•  Set pricing, options, and SLA

•  Publish services

•  Portal engagement •  Personalized

experience •  Self-service •  Manage

subscriptions

•  Route fulfillments •  Automate

deployment •  Use internal and

external providers •  Integrate with

change, asset & config. systems

•  Service usage measurement

•  Chargeback/ showback

•  Cost transparency •  Surveys and

ratings

Key Activities

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

Subscriptions per period per service Deliver

% of 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


• Help 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


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Request to Fulfill (R2F 2.1)

Service Model

Data Object – Key





Engagement Dataflow

Current Practice

ChargebackRecord

Service CatalogEntry (Unbound)

Usage

Usage

Subscription

Request

User Profile

n:m

1:1

Shopping Cart

ChargebackRecord

n:m

1:n

1:n

ServiceMonitor

Request

Knowledge

Status

FulfillmentEngine & Deploy/Provision Systems

RFC

Request

Composite/CompoundRequest

Sourcing &Vendor

Management(External to IT)

EngagementExperience Portal

Offer Consumption Component

1:n

Service CatalogEntry (Bound)

ActualService

ReleasePackage

ServiceContract

(Template)

Service Level Status

ServiceContract

(Instance)

Self-ServiceSupportKnowledgeCollaboration

Conversation

Service Catalog

Shopping Cart

R2F 2.1

Estimated Labor& Asset

Configuration

EstimatedLabor &

Asset Cost

ChargebackRecord

Request

ChargebackRecord

ProposalComponent


Invoice

CostReleaseCompositionComponent



Change ControlComponent

RFC

Detect to Correct

Service Catalog Entry

CatalogCompositionComponent Desired

ServiceFulfillmentRequest


n:1

IncidentComponent

Detect to Correct

Service MonitoringComponent

Detect to Correct

n:m

1:n

1:1n:1

ConfigurationManagementComponent

Actual ServiceDetect to Correct

1:1

1:n

n:1

OfferCatalog

n:m

Offer

Offer Mgmt.Component

Request RationalizationComponent

Subscriptionn:m

Request


Detect to Correct

Service Contract

1:1

Project Component


Incident

IT AssetManagement

Supporting Function

Finance(External to IT)

1:n

Knowledge &CollaborationComponent

Supporting Function

ServicePortfolio

Component



ChargebackContract

ChargebackRecord

1:n

UsageComponent

Usage Record

1:n

1:n


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Detect to Correct (D2C)

Integrating IT Operations to Quickly Find and Fix Issues

Detect Diagnose Change Resolve

•  See events, alarms, and metrics across the entire infrastructure

•  Understand user issues

•  Trace the relationship between events

•  Enrichment •  Root cause •  Severity and

business impact •  Defined escalation

path •  Auto-fixed common

issues

•  Define change request

•  Perform problem and risk analysis

•  Approve

•  Implement change •  Leverage run

books •  Verify recovery •  Close records

Key Activities

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

Decrease mean time to repair Velocity

% of automated event and incident resolutions Costs

Increase in problems identified and solved Root Cause

% of events and incidents escalated Effort

% of change - related outages Teamwork

% of first call resolution Satisfaction


• Bring together IT service operations to enhance results and efficiency

• Enable end-to-end visibility using a shared configuration model

• Identify issues before they affect users

• Reduce the mean time to repair


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Detect to Correct (D2C 2.1)

Knowledge & CollaborationComponent

n:m

Service Model

Data Object – Key





Engagement Dataflow

Current Practice

Self-ServiceSupport

Defect Component

Requirementto Deploy

Defect



Portfolio BacklogItem

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


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

DesiredService

1:1

1:1

UsageComponent

Request to Fulfill

Defect

1:1 1:1

OfferConsumptionComponent

Request to Fulfill

Status

Service MonitoringComponent

IncidentComponent

Change ControlComponent

ProblemComponent

Diagnostics &RemediationComponent

ConfigurationManagementComponent

EventComponent

RFC

1:nRequest to Fulfill

ActualService

FulfillmentRequest

Service Contract


KPIn:m

Release CompositionComponent

Requirementto Deploy


n:m

Offer ManagementComponent

Service Contract (Template)ServiceContract

(Template)

Service Level Status

Business / ITMeasurement

Business Measurement(Incident)

Request to Fulfill

1:1

RequestRationalization

Component

Request to FulfillSubscription

ServiceContract

(Instance)

1:1

Conversation

n:1

D2C V.2.1


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IT4IT™ Success Stories

• Shell simplified its complex IT process and tool landscape

• Improved governance• Reduced number of IT vendors

• Bridged both IT and business silos• Enabled genuine collaboration

on business function automation

• Better time-to-market

• Applied Value Chain thinking to IT management

• Increased automation in IT operations

For more case studies and testimonials visit: www.opengroup.org/IT4IT/testimonials


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About The Open Group

Leading the development of open, vendor-neutral technology standards and certifications The Open Group is a global consortium that enables the achievement of business objectives through technology standards. The Open Group works with customers, suppliers, consortia, and other standard bodies. Its role is to capture, understand, and address current and emerging requirements, establish policies, and share best practices; to facilitate interoperability, develop consensus, and evolve and integrate specifications and open source technologies; and to operate the industry’s premier certification service.

Keys facts include:• Over 600 member organizations, with over 40,000 participants in The Open Group activities from 126

countries

• Our platinum members are: DXC Technology, Fujitsu, HCL, Huawei, IBM, Micro Focus, Oracle, and Philips

• Services provided include strategy, management, innovation and research, standards, certification, and test development

• Vision of Boundaryless Information Flow™, with Enterprise Architecture as a critical element for making the vision a reality; the TOGAF® Architecture Development Method (ADM) provides an important toolset

Further information on The Open Group can be found at www.opengroup.org.

Personal PDF Edition. Not for redistribution.

Copyright © 2017-2018 The Open Group. All rights Reserved. IT4IT™ is a trademark of The Open Group.

Documents

Reference Cards€¦ · The Open Group IT4IT Reference Architecture standard comprises a reference architecture and a value chain-based operating model for managing the business of