Service Management 2015 AUS TR A L I A #SMConfAU
IT4IT Fixing the Cobbler’s
Childrens’ Shoes David Favelle ValueFlow IT
THURSDAY 20 -‐ FRIDAY 21 AUGUST 2015 | SOFITEL WENTWORTH SYDNEY
Service Management 2015 AUS TR A L I A #SMConfAU
Today’s Discussion 1. Intro IT4IT
2. Relate to other frameworks
3. Deep dive on “Request to Fulfill” & “Detect to Correct”
4. Harnessing IT4IT in your ITSM Framework and more broadly in the IT Opera[ng Model
2
Service Management 2015 AUS TR A L I A #SMConfAU
Where it started: IT4IT Consortium members
• AT&T • Shell • PwC • Univ. S. Florida • Accenture • HP
• Munich Re • Capgemini • BP • Logicalis • UMBRiO • Atos
Lead Author Charlie Betz
h_p://www.amazon.com/Charles-‐T.-‐Betz/e/B001I9QEOS
Service Management 2015 AUS TR A L I A #SMConfAU
The Open Group: “Why” IT4IT™ -‐ Managing the Business of IT The IT4IT vision is a vendor-‐neutral Reference Architecture for managing the business of IT The mission of the The Open Group IT4IT Forum is to develop, evolve, and drive the business adop[on of the IT4IT Reference Architecture
Service Management 2015 AUS TR A L I A #SMConfAU
Ok, so why the HELL would we need another Framework?
We are missing a customer and value centric view
The lifecycle flows like treacle
Tools don’t work across the lifecycle… Data models and handoffs…phewww
Our outcome metrics show we have not delivered on the promise of ITIL
5
Service Management 2015 AUS TR A L I A #SMConfAU
Designed by organisa[ons like yours over the last 3 years using real world use cases Based on Michael Porter’s value chain methodology and lean manufacturing value streams concepts
INPUT: IT4IT – Value Chain & Value Streams
Efficiency &
Agility Finance & assets
Intelligence & reporting
Resource & project
Governance, risk and compliance
Sourcing & vendor
IT V
alue
Cha
in
Plan Build Deliver Run
Reference Architecture
Service lifecycle reference architecture
E n te rp ri se A r ch it e ct ur e
S e rv ic e P or tf ol io
D e m a nd
P ro p o sa l
P o lic y
F u lfi llm e n t E x e cu t io n
D e fe ctR e qu ir e m e nt
P ro je c t T e st
B u ild
S e rv ic e D e ve lo p m e nt
R e le as eD e si gn
S e rv ic e D e sig n
C h an g e C o nt ro l
C M D B
S e rv ic e M o ni to ri ng
P ro b le m In c id e nt
E v en t
D ia g no s ti cs & R e m e di at io n
K n ow l ed g e & C o lla b o ra tio n
U s ag e
C h ar g eb a c k / S h ow b a ck
R e qu e s t R a ti on a li za ti on
C a ta lo g A g gr e ga ti on & O ff e r M g m t .
S h op / B u y / P a y / M a n ag e
C a ta lo g C o m p os it io n & D e si gn
S e rv ic e A rc h ite c tu re
P o lic y R e qu ir e m e nt
IT C on tr a ct IT Pr o je ct
D e m a nd S o ur ce
C o nc e p tu al S e rv ic e B lu e pr in tC o nc e p tu al S e rv ic e
S e rv ic e D e sig n P a c ka g e
L og i ca l Se r vi ce B l ue p ri nt
T e st C a se
D e fe ct
O ff e r
S h op p in g C a rt
R e le as e P a c ka g e
S e rv ic e R e le as e S e rv ic e R e le as e B lu e pr in t
B u ild
S e rv ic e C a ta lo g E nt ry
D e si re d S e rv ic e M o de l
U s ag e R e c or d
F u lfi llm e n t R e q u es t
S u bs c rip t io nC h ar g eb a c k
C o nt ra c t
R e qu e s t
P ro b le m /K n ow n E r ro rK n ow l ed g e It em In c id e nt
E v en t
S e rv ic e M o ni to rR u n B oo k
R F C
A c tu al S e rv ic e C Is
Service Management 2015 AUS TR A L I A #SMConfAU
Enterprise Architecture
Service Porkolio
Demand
Proposal
Policy
Fulfillment Execu[on
Defect Requirement
Project Test
Build Service Development
Release Design Service Design Change
Control CMDB
Service Monitoring
Problem Incident
Event
Diagnos[cs & Remedia[on
Knowledge & Collabora[on
Usage
Chargeback / Showback Request
Ra[onaliza[on Catalog Aggrega[on & Offer Mgmt .
Shop / Buy / Pay / Manage
Catalog Composi[on & 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
Subscrip[on Chargeback Contract
Request
Problem / Known Error Knowledge
Item Incident
Event
Service Monitor Run Book
RFC
Actual Service CIs
Key Func;onal Components and underpinning Key Ar;facts
IT4IT Reference Architecture v1.2
Strategy to PorBolio Requirement to Deploy Request to Fulfill Detect to Correct
Service Management 2015 AUS TR A L I A #SMConfAU
Service Portfolio
ManagementConceptualService
ConceptualBlueprint
PolicyManagement
Policy
Requirement Management
Requirement
DefectManagement
Defect
ProblemManagement
Problem
IncidentManagement
Incident
ProposalManagement(Investment)
IT Contract
Project Delivery
Management
IT Project
TestManagement
Test Case
Catalog Management
Offer
Service Catalog Entry
Subscription Management
Subscription
Billing &Chargeback
Chargeback Record
Diagnostics & Remediation
Runbook
EventManagement
Event
Business Architecture Management
Business Architecture
DemandManagement
Demand
Service Development Management
Source
BuildManagement
Deployment Package
Request &Routing
ManagementFulfillment Request
UsageManagement
Usage Record
ServiceMonitoring
Service Monitor
IT Architecture Management
IT Architecture
Service Design
ManagementDesign Package
Logical Service Blueprint
ChangeManagement
RFC
Configuration Management
Actual Service CIs
ReleaseManagement
Release Package
Service Release
Deployment Management
ServiceReleaseBlueprint
DesiredService CIs
Realizing service-‐centric IT Service lifecycle – on a repeatable, predictable, coherent and future safe reference architecture
Strategy to PorBolio
• Plan • Demand • Policy • Selec[on
Requirement to Deploy
• Build • Develop • Test • Release
Request to Fulfill
• Deliver • Publish • Subscribe • Fulfill
Detect to Correct
• Run • Monitor • Diagnose • Change
Service Management 2015 AUS TR A L I A #SMConfAU
IT4IT Content Value Stream Context
Overview Why it maLers
Deeper dive KPIs High level
flow Components Reference Architecture Context
Detailed Architecture
Service Management 2015 AUS TR A L I A #SMConfAU
Request to Fulfill value stream
Transi[on to a service broker model using an offer catalog to manage subscrip[ons and route fulfillments
Efficiency &
Agility Finance & assets
Intelligence & reporting
Resource & project
Governance, risk and compliance
Sourcing & vendor
IT V
alue
Cha
in
Plan Build Deliver Run
Reference Architecture
Service Management 2015 AUS TR A L I A #SMConfAU
Request to Fulfill
Publish Subscribe Fulfill Measure
Helps 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
Service Management 2015 AUS TR A L I A #SMConfAU
Designed to help source and access quality services
Why Request to Fulfill?
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
Service Management 2015 AUS TR A L I A #SMConfAU
Use Request to Fulfill to quantify the value of self-service catalog subscriptions
Proving value KPIs
Subscriptions per period per service Deliver
% 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
Service Management 2015 AUS TR A L I A #SMConfAU This work is based upon material developed and publ ished by the IT4IT Cons ort ium
V.1.2, Mar 20th 2014
Enterprise Architecture
Service Portfolio
Demand
Proposal
Policy
Fulfillment Execution
DefectRequirement
Project Test
BuildService Development
ReleaseDesignService Design
Change Control
CMDB
Service Monitoring
Problem Incident
Event
Diagnostics & Remediation
Knowledge & Collaboration
Usage
Chargeback / Showback
Request Rationalization
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
Subscription ChargebackContract
Request
Problem/Known Error
Knowledge Item Incident
Event
Service MonitorRun Book
RFC
Actual Service CIs
Strategy to Portfolio
Reference Architecture
Service model
Artifact
Entity relationship
Functional component
Requirement to Deploy Request to Fulfill Detect to Correct
Service Management 2015 AUS TR A L I A #SMConfAU
Request to Fulfill functional model
Project
Service Model
Data Artifact – Key
Record fabric IntegrationEntity relationship
Functional Component - Key
Functional Component - Auxiliary
Data Artifact – Auxiliary
Engagement dataflow
Current pract ice
This work is based upon material developed and publ ished by the IT4IT Cons ort ium
Actual Service CIs
Detect to Correct
CMDB
Release Design
1:n
Service Release Blueprint
Desired Service Model
Request Rationalization
Usage Record
Chargeback Contract
Bill/Invoice
Service Catalog Entry (Unbound)
Usage
Usage
Subscription
1:n
Request
Offer Catalog
n:m
Offer
User Profile
n:m
1:1
Shopping Cart
Chargeback Contract
n:m
Fulfillment Request
1:n
1:n
Subscription
Service Monitor
CatalogAggregation &Offer Mgmt.
Request
Conversation
Knowledge Item
Problem, Known Error
n:m
n:m
Knowledge Item
Knowledge & Collaboration
Incident
Status
1:n
Service Catalog Entry
n:m
Fulfillment Execution
RFC
1:1
Detect to Correct
Catalog Composition
& Design
Usage
Chargeback / Showback
RFC Request
Change Control
Composite/Compound Request
IT Supplier (External to IT)
1:n
Engagement Experience Portal
1:n
1:1
IT Financial Management
Service Monitoring
FulfillmentEngine & Deploy/Provision Systems
Detect to Correct
Problem
Detect to Correct Detect to Correct
Incident
Shop / Buy / Pay / ManageSelf Service
Support
Requirement to Deploy
n:m
1:n
Request
1:m
n:1
Service Catalog Entry (Bound)
Release Package
Actual Service
CIs1:nRelease Package
IT Asset Management
Supportive Function
IT ProjectFulfillmentRequest
Service Release
1:n
1:n
1:1
Requirement to Deploy
Supportive FunctionSupportive FunctionSupportive Function
V.1.2, Mar 20th 2014
Service Management 2015 AUS TR A L I A #SMConfAU
Detect to Correct value stream
Bringing together IT service operations to efficiently detect and correct issues before impacting users
Efficiency &
Agility Finance & assets
Intelligence & reporting
Resource & project
Governance, risk and compliance
Sourcing & vendor
IT V
alue
Cha
in
Plan Build Deliver Run
Reference Architecture
Service Management 2015 AUS TR A L I A #SMConfAU
Detect to Correct
Detect Diagnose Change Resolve
Brings together IT service operations to enhance results and efficiency End-to-end visibility using a shared configuration model Identify issues before they affect users Reduce the mean time to repair
Service Management 2015 AUS TR A L I A #SMConfAU
Designed to help with investing in the right services
Detect to Correct to Portfolio? 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
Service Management 2015 AUS TR A L I A #SMConfAU
Using Detect to Correct to quantify the value of IT operations improvements
Proving value KPIs Decrease mean time to repair Velocity
% of automated event & incident resolutions Costs
Increase in problems identified & solved Root cause
% of events and incidents escalated Effort
% of change related outages Teamwork
% of first call resolution Satisfaction
Service Management 2015 AUS TR A L I A #SMConfAU This work is based upon material developed and publ ished by the IT4IT Cons ort ium
V.1.2, Mar 20th 2014
Enterprise Architecture
Service Portfolio
Demand
Proposal
Policy
Fulfillment Execution
DefectRequirement
Project Test
BuildService Development
ReleaseDesignService Design
Change Control
CMDB
Service Monitoring
Problem Incident
Event
Diagnostics & Remediation
Knowledge & Collaboration
Usage
Chargeback / Showback
Request Rationalization
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
Subscription ChargebackContract
Request
Problem/Known Error
Knowledge Item Incident
Event
Service MonitorRun Book
RFC
Actual Service CIs
Strategy to Portfolio
Reference Architecture
Service model
Artifact
Entity relationship
Functional component
Requirement to Deploy Request to Fulfill Detect to Correct
Service Management 2015 AUS TR A L I A #SMConfAU
Detect to Correct functional model Self Service
SupportDefect
Requirement to Deploy
Defect
Demand
Strategy toPortfolio
Demand
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 Fulfill
Fulfillment Execution
Demand
n:m
Usage
1:n
Runbook
Run book
Run book
n:m
Service DiscoveryCI
Defect
Knowledge & Collaboration
Knowledge Item
n:m
1:n
1:n
Request to Fulfill
ServiceMonitor
n:m
Conversation
Knowledge ItemRun book
Interactionn:m
1:1
Desired Service Model
1:1
1:1
Usage
Request to Fulfill
Defect
1:11:1
Shop/Buy/Pay/Manage
Request to Fulfill
Status
ServiceMonitoring Incident Change ControlProblem
Diagnostics & RemediationCMDB
Event
RFC
Service Model
Data Artifact – Key
Record fabric IntegrationEntity relationship
Functional Component - Key
Functional Component - Auxiliary
Data Artifact – Auxiliary
Engagement dataflow
Current pract ice
This work is based upon material developed and publ ished by the IT4IT Cons ort ium
1:n
Request to Fulfill
Actual Service
CIsFulfillment Request
V.1.2, Mar 20th 2014
Service Management 2015 AUS TR A L I A #SMConfAU
IT Opera[ng Model
IT Strategy, EA &
Governance
Business Strategy
Technology & Sourcing Roadmaps
Service Porkolio (target), Medibank Assets & Sourced Services
Where does IT4IT fit in an IT Opera[ng Model?
25
Service PorBolio (target), Internal &
Partner Sourced Services
Automated Workflows, Controls
& Repor;ng
ValueStreams & Capabili;es (processes)
Measurement & Improvement
Service Brokerage & Partner Integra[on
Organisa[onal Design
Leadership & Culture
Engagement Model & Demand
Service Management 2015 AUS TR A L I A #SMConfAU
Incident(Management(
Monitoring(and(Event(
Problem(Management(
Change(Management(
Configura8on(Management(
Knowledge(management(
Service(De
sk(&(Portal(
Engagemen
t(
Repor8ng(&(Improvement(
IT(Service(Management(Tools(
The Detect to Correct ValueStream harnesses ITIL processes into a measureable sequence from incident to structural change (rather than workaround).
There are suppor?ng processes and tools that accelerate flow and improve quality
IT4IT Applied: ITIL & Detect to Correct
Service Management 2015 AUS TR A L I A #SMConfAU
27
Improvement challenge
Suggested KPI Target
Velocity Decrease mean [me to repair Decrease [me from incident to structural change
Effort % of events and incidents escalated
Root Cause Increase in problems iden[fied and solved
Teamwork % of change related outages
Costs % of automated event and incident resolu[ons
User Experience
% of first call resolu[on NPS
Detect to Correct
Service Management 2015 AUS TR A L I A #SMConfAU
Enterprise Architecture
Service Porkolio
Demand
Proposal
Policy
Fulfillment Execu[on
Defect Requirement
Project Test
Build Service Development
Release Design Service Design Change
Control CMDB
Service Monitoring
Problem Incident
Event
Diagnos[cs & Remedia[on
Knowledge & Collabora[on
Usage
Chargeback / Showback Request
Ra[onaliza[on Catalog Aggrega[on & Offer Mgmt .
Shop / Buy / Pay / Manage
Catalog Composi[on & 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
Subscrip[on Chargeback Contract
Request
Problem / Known Error Knowledge
Item Incident
Event
Service Monitor Run Book
RFC
Actual Service CIs
Tuning the system for flow ITIL and Queues in IT4IT
Strategy to PorBolio Requirement to Deploy Request to Fulfill Detect to Correct
ITIL
Q
ITIL
Q ITIL
Q
ITIL
Q
ITIL
Q
ITIL
Q
Q
Q
Q
Q
Q
Q
Service Management 2015 AUS TR A L I A #SMConfAU
Enterprise Architecture
Service Porkolio
Demand
Proposal
Policy
Fulfillment Execu[on
Defect Requirement
Project Test
Build Service Development
Release Design Service Design Change
Control CMDB
Service Monitoring
Problem Incident
Event
Diagnos[cs & Remedia[on
Knowledge & Collabora[on
Usage
Chargeback / Showback Request
Ra[onaliza[on Catalog Aggrega[on & Offer Mgmt .
Shop / Buy / Pay / Manage
Catalog Composi[on & 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
Subscrip[on Chargeback Contract
Request
Problem / Known Error Knowledge
Item Incident
Event
Service Monitor Run Book
RFC
Actual Service CIs
Tool shootouts!
Strategy to PorBolio Requirement to Deploy Request to Fulfill Detect to Correct
Tool A: Legacy ITSM Tool
Tool B: SaaS ITSM Tool
Tool C: CRM Suite
Tool D: “ERP 4IT” Suite
Service Management 2015 AUS TR A L I A #SMConfAU
IT4IT – Mapping to the Emerging SIAM Pa_ern
Efficiency &
Agility Finance & assets - TBM
Intelligence & reporting - SMO
Resource & project - PMO
Governance, risk and compliance - COBIT
Sourcing & vendor – SMO & Supplier Mgmt
IT Value Chain
Plan Build Deliver Run Reference Architecture
SIAM Vendor SI & Internal
Business Units & Corp
SIAM vendor can be governed via IT4IT’s Value Streams, metrics, & Reference Architecture
Service Management 2015 AUS TR A L I A #SMConfAU
Harnessing IT4IT in Building the IT Opera[ng Model
3 (b) Sourcing Approach “Where”
4. Design & Roadmap
Capabilities, RACI, Processes,
Tools
5 (1….n). C
apability Sprints
1. Business & IT Strategy, EA & Governance
“Why”
3 (a). IT Operating Model
“How” 2. Service Portfolio “What”
Results in several capability sprints, each executed within a target
[mebox e.g. 6 months
E n te rp ri se A r ch it e ct ur e
S e rv ic e P or tf ol io
D e m a nd
P ro p o sa l
P o lic y
F u lfi llm e n t E x e cu t io n
D e fe ctR e qu ir e m e nt
P ro je c t T e st
B u ild
S e rv ic e D e ve lo p m e nt
R e le as eD e si gnS e rv ic e D e sig n
C h an g e C o nt ro l
C M D B
S e rv ic e M o ni to ri ng
P ro b le m In c id e nt
E v en t
D ia g no s ti cs & R e m e di at io n
K n ow l ed g e & C o lla b o ra tio n
U s ag e
C h ar g eb a c k / S h ow b a ck
R e qu e s t R a ti on a li za ti on
C a ta lo g A g gr e ga ti on & O ff e r M g m t .
S h op / B u y / P a y / M a n ag e
C a ta lo g C o m p os it io n & D e si gn
S e rv ic e A rc h ite c tu re
P o lic y R e qu ir e m e nt
IT C on tr a ct IT Pr o je ct
D e m a nd S o ur ce
C o nc e p tu al S e rv ic e B lu e pr in tC o nc e p tu al S e rv ic e
S e rv ic e D e sig n P a c ka g e
L og i ca l Se r vi ce B l ue p ri nt
T e st C a se
D e fe ct
O ff e r
S h op p in g C a rt
R e le as e P a c ka g e
S e rv ic e R e le as e S e rv ic e R e le as e B lu e pr in t
B u ild
S e rv ic e C a ta lo g E nt ry
D e si re d S e rv ic e M o de l
U s ag e R e c or d
F u lfi llm e n t R e q u es t
S u bs c rip t io n C h ar g eb a c kC o nt ra c t
R e qu e s t
P ro b le m /K n ow n E r ro rK n ow l ed g e It em In c id e nt
E v en t
S e rv ic e M o ni to rR u n B oo k
R F C
A c tu al S e rv ic e C Is
Value streams Efficiency
& Agility Finance & assets
Intelligence & reporting
Resource & project
Governance, risk and compliance
Sourcing & vendor
Requirem
ent
to Deploy
Detect
to Correct
Strategy
to Portfolio
Request
to Fulfill
IT V
alue
Cha
in
Plan Build Deliver Run
Reference Architecture
Supp
ort a
ctiv
ities
Service Management 2015 AUS TR A L I A #SMConfAU
What’s cool about IT4IT 1. It’s a bright shiny thing! (it’s great even in the first itera[on)
2. It joins the dots on tools and processes
3. It has Value Streams & Services at the core
4. It is the first model that shows how to increase flow across the lifecycle