Making IT4IT™ real whilst leveraging your existing Service Management investments

Tony Price WW Director IT4IT Strategic Consulting Hewlett Packard Enterprise21st November 2016

2

Agenda

3

Introduction to IT4IT

Some difficult questions

Making IT4IT real whilst leveraging you existing ITSM investment

Useful resources

Questions

Introduction to IT4IT

4

We have never had a prescriptive reference architecture for running the business of IT

“Can you tell !”C

onte

xt

/ use c

ase

Examples of todays challenges

Process

Tool

Core IT

Cloud

Process

Tool

DevOps

Process

Tool

SecurityProcess

Tool

Multi SupplierProcess

Tool

MobilityProcess

Tool

People

/

culture

6

IT4IT: an Open Group standard for running the business of IT

Technical Standard2011 2012 2013 2014 2015

IT4IT

2.0 Std.

10/2015

RA 2.0

(level 3)

7/2015

RA 1.2

(level 3)

3/2014

RA 0.5

(level 1)

8/2012

Value Chain

9/2011

RA 1.3

(level 3)

10/2014

RA 1.0

(level 2)

1/2013

• > 10,000 downloads

• > 1100 organizations

• > 100 countries

• Pocket Guide “Hot Seller”

• > 1200 downloads

Original Consortium

• Shell

• Hewlett-Packard (IT & SW)

• Achmea

• MunichRe

• Accenture

• Pricewaterhouse Coopers

• University of South Florida

• AT&T

IT Operating ModelDescribes the structure of IT management

IT Reference ArchitecturePrescribes the functional & information architecture

Consumer-centric service model

06/2016

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What is IT4IT

A prescriptive reference architecture for running the business of IT owned by The Open Group®

Efficiency

&

AgilityFinance & Assets

Intelligence & Reporting

Resource & Project

Governance, Risk & Compliance

Sourcing & VendorIT V

alu

e C

ha

in

Plan Build Deliver Run

Reference Architecture

Value Streams – MartinLean / 6-sigma conceptsMulti-Process OrientedCustomer focused results

Value Chains – PorterCompetitive AnalysisStrategic ConceptsValue CreationActivity cost to profit margin analysis

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as in a stream of activities delivering value

IT Value Chain

Strategy to Portfolio

Drive IT portfolio to

business innovation

Requirement to

Deploy

Build what the business

wants, when it wants it

Request to Fulfill

Catalog, fulfill & manage

service usage

Detect to Correct

Anticipate & resolve

production issues

The IT Value Chain has 4 IT Value Streams

Efficiency

&

AgilityFinance & Assets

Intelligence & Reporting

Resource & Project

Governance, Risk & Compliance

Sourcing & Vendor

IT V

alu

e C

ha

in

Plan Build Deliver Run

Reference Architecture

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IT4IT™ reference Architecture V2.0

Service

Portfolio

Component

Portfolio

Demand

Component

Proposal

Component

Policy

Component

Defect

Component

Requirement

Component

Project

Component

Test

Component

Build

Component

Source Control

Component

Change

Control

Comp.

Problem

Component

Incident

Component

Event

Component

Diagnostics &

Remediation

Component

Usage

Component

Chargeback /

Showback

Comp.

Strategy to Portfolio

Requirement to Deploy Request to Fulfill Detect to Correct

Offer Mgmt.

Component

Offer Consumption Component

Service Archite-

cture

PolicyRequire-

ment

Scope Agree-ment

IT Initiative

Portfolio Backlog

Item

Source

Conceptual Service

Blueprint

Concep-tual

Service

Logical Service

Blueprint

Test Case

Defect

Offer

Service Release

Build

Service Catalog Entry

Desired Service Model

Usage Record

Fulfill-ment

Request

Sub-scription

Charge-back

Contract

Request

Problem/Known Error

Incident

Event

Service Monitor

Run Book

RFC

Service

Monitoring

Comp.

Catalog

Composition

Component

Shopping Cart

Enterprise

Architecture

Component

Service

Design

Component

Fulfillment

Execution

Comp.

Request

Rationalization

Component

Configuration

Management

Component

Release

Composition

Component

Service Level

Component

Service Contract

Actual Service

CIs

Service Release Blueprint

BuildPackage

Build Package

Component

10

Some difficult questions

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Difficult questions

– Have you ever highly customised a tool and then complained you don’t get the ROI and Value you expected?

11

Difficult questions

– Have you ever highly customised a tool and then complained you don’t get the ROI and Value you expected?

– Have you ever bought a tool and then though I could use this to do something else ….not what the tool was designed for ….. But it would save me buying another tool

12

Difficult questions

– Have you ever highly customised a tool and then complained you don’t get the ROI and Value you expected?

– Have you ever bought a tool and then though I could use this to do something else ….not what the tool was designed for ….. But it would save me buying another tool

– Have you ever looked across your organisation and noticed many of your IT Management tools have overlapping functionality = you are paying more than once

13

Difficult questions

– Have you ever highly customised a tool and then complained you don’t get the ROI and Value you expected?

– Have you ever bought a tool and then though I could use this to do something else ….not what the tool was designed for ….. But it would save me buying another tool

– Have you ever looked across your organisation and noticed many of your IT Management tools have overlapping functionality = you are paying more than once

– Have you believed the vendor who said they had a tool that perfectly matches your requirement and can take away all your troubles overnight …..

14

Difficult questions

– Have you ever highly customised a tool and then complained you don’t get the ROI and Value you expected?

– Have you ever bought a tool and then though I could use this to do something else ….not what the tool was designed for ….. But it would save me buying another tool

– Have you ever looked across your organisation and noticed many of your IT Management tools have overlapping functionality = you are paying more than once

– Have you believed the vendor who said they had a tool that perfectly matches your requirement and can take away all your troubles overnight …..

– Did you ever think … well I am using ITIL and the vendors tool is ITIL based so it has to work together

15

Difficult questions

– Have you ever highly customised a tool and then complained you don’t get the ROI and Value you expected?

– Have you ever bought a tool and then though I could use this to do something else ….not what the tool was designed for ….. But it would save me buying another tool

– Have you ever looked across your organisation and noticed many of your IT Management tools have overlapping functionality = you are paying more than once

– Have you ever believe the vendor that has the tool that perfectly matches your requirement and can take away all your troubles overnight ….. Well those specific troubles

– Did you ever think … well I am using ITIL and the vendors tool is ITIL based so it has to work

– Have you ever jumped on the latest trend and bought the greatest and the latest only to find it was out of date a few months later

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Difficult questions

– Have you ever highly customised a tool and then complained you don’t get the ROI and Value you expected?

– Have you ever bought a tool and then though I could use this to do something else ….not what the tool was designed for ….. But it would save me buying another tool ?

– Have you ever looked across your organisation and noticed many of your IT Management tools have overlapping functionality = you are paying more than once ?

– Have you ever believe the vendor that has the tool that perfectly matches your requirement and can take away all your troubles overnight ?

– Did you ever think … well I am using ITIL and the vendors tool is ITIL based so it has to work?

– Have you ever jumped on the latest trend and bought the greatest and the latest only to find it was out of date a few months later?

– Have you ever stepped back and looked at what you need across the entire IT Lifecycle to truly make IT flow

17

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Looking at IT4IT through the Value Chain lens A single prescriptive architecture – Making IT Flow!

Process

Tool

Core IT

Cloud

Process

Tool

DevOps

Process

Tool

SIAM

Process

Tool

Security

Process

Tool

Mobility

Process

Tool

Service

Portfolio

Component

Portfolio

Demand

Component

Proposal Component

Policy

Component

Defect

Component

Requirement

Component

Project Component

Test

Component

Build Component

Source ControlComponent

Change

Control

Comp.

Problem

Component

Incident

Component

Event Component

Diagnostics &

Remediation

Component

Usage Component

Chargeback / Showback

Comp.

Strategy to Portfolio

Requirement to Deploy Request to Fulfill Detect to Correct

Offer Mgmt.

Component

Offer Consumption Component

Service Archite-

cture

PolicyRequire-

ment

Scope

Agree-

ment

IT

Ini tiative

Portfolio

Backlog Item

Source

Conceptual Service

Blueprint

Concep-tual

Service

Logical Service

Blueprint

Test Case

Defect

Offer

Service

Release

Build

Service

Catalog Entry

Desired Service

Model

Usage

Record

Fulfill-

ment

Request

Sub-scription

Charge-

back

Contract

Request

Problem/

Known

Error

Incident

Event

Service

Monitor

Run

Book

RFC

Service

Monitoring

Comp.

Catalog

Composition

Component

Shopping Cart

Enterprise

ArchitectureComponent

Service

Design

Component

Fulfillment

Execution

Comp.

Request

Rationalization

Component

Configuration

Management

Component

Release

Composition

Component

Service Level Component

Service Contract

Actual Service

CIs

Service Release

Blueprint

Build

Package

Build Package Component

Multiple parallel projects / conflicting resource requirements

Escalating cost

Almost impossible to control

A CIO nightmare

A single landscape view to align all projects and delivery

Cost reduction

Control

A CIO dream

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Leveraging your existing ITSM investment

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Leveraging you existing investments – answer a few questions

– What solutions do you have delivering ITSM?

– What capabilities do the solutions deliver?

– Which value stream do they fit in?

– Do they deliver the what IT4IT stream defines?

– Are they integrated as the value streams / chain defines?

– Do you use a common data model?

– Have you got a common service backbone?

– Have you got overlapping functionality?

– Have you got missing functionality or integrations (broken value streams) ?

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D2C

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Removal of Manual intervention results in significant efficiency gains (D2C)

App Response Time Slow

J2EE DB Connection Failing

Oracle Slow Query Time Ticket #3

Ticket #1

Ticket #2

App Expert

Java Expert

DB Expert ManualResolution or

ChangeProcess

Human Error � re-work

CloseIncident

DatabaseProblem

CloseIncident

Automatic Resolution /

Change Flow

Runbook resolution process

Automatic resolution

App Response Time Slow

J2EE DB Connection Failing

Oracle Slow Query Time Cause

Symptom

Symptom

Auto Event Correlation

Event correlation

Ticket #1

DB Expert or Operations Bridge

Auto assignment

Manual

Auto

Detection

Words of caution - Over optimisation leads to systemic waste

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Some potential ways of leveraging your existing IT Service Management investment

– IT Value chain IT Management tooling landscape review

– Missing functionality

– Overlapping functionality

– Over Optimisation

– Missing integrations

– Functionally provided sub optimally (customised tools)

– IT Value chain contractual reviews

– Analyse supplier responsibility

– Analyse overlapping responsibility

– Analyse missing responsibilities

– It4IT Value Chain / Value stream optimisation

– Making IT Flow

– One IT4IT reference architecture many uses

– Cloud, SIM, Devops etc

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Transforming IT with IT4IT impacts every aspect of your organization

Change the lens in which you view your business

IT Value Chain approach

ITValue Chain

Faster

BetterCheaper

Safer

Customercentric

AutomateSecure

Multi-source

Agile

Useful links

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The Open Group IT4IT™ forumhttp://www.opengroup.org/IT4IT

The Open Group IT4IT™ Collaboration Sitehttp://www.it4it.com

IT4IT™ The New Reference Architecture for Managing the Business of IT – Webinar (recorded) https://www2.opengroup.org/ogsys/catalog/D139

The IT4IT™ pocket Guidehttp://www.vanharen.net/9789401800303/The_IT4IT%E2%84%A2_Reference_Architecture,_Version_2.0_%E2%80%93__A_Pocket_Guide_(english_version)?es_p=855690

The Open Group

IT4IT Consulting Serviceshttp://www8.hp.com/uk/en/software-solutions/it4it-value-chain/services.html

IT4IT eBookhttp://h20195.www2.hp.com/V2/GetDocument.aspx?docname=4AA5-8970ENW

HPE IT4IT reference implementationshttps://softwaresupport.hpe.com/document/-/facetsearch/document/KM01834289

HPE Software Solution and integration Portalhttps://hpenterprise.sharepoint.com/teams/aztec/Portal/index.html

Hewlett Packard Enterprise

Twitter #IT4IT #ogIT4IT

Linkedin

The Open Group IT4IT LinkedIn pagehttps://www.linkedin.com/groups/Open-Group-IT4IT-Forum-6785651/about

Tony Price @TonyPriceAtWorkJohn McDermott @JohnFMcDermott1

Social Media

In summary

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Introduction to IT4IT

Some difficult questions

Making IT4IT real whilst leveraging you existing ITSM investment

Useful resources

Questions

Questions ?

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