SESSION 106 Monday, November 2, 10:15am - 11:15am

Track: Framework Fusion

From Zero to Hero: TOGAF and ITSM in Harmony

Michelle Eccless IT Business Lead, G&K Services meccless@gkservices.com

Thomas Feichtinger Director, Client Services, Maryville Technologies thomas.feichtinger@maryville.com

Session Description

ITSM and enterprise architecture (EA) are often treated as separate and distinct entities within an organization. However, the two disciplines can and should be more closely aligned. In this session, attendees will examine a case study on how G&K Services integrated EA with ITSM and realized substantial savings, all while delivering on their commitment to providing clients with consistently superior customer service. (Experience Level: Intermediate)

Speaker Background Michelle Eccless is the chief business architect and IT business lead for G&K Services. Michelle has worked at G&K for over twenty-seven years, supporting both the accounting and IT departments. During the process of creating an enterprise architecture (EA) discipline at G&K, Michelle participated in discussions to identify target architectures, create and document EA standards, map out existing and future applications and technologies, and formalize the EA review process for ongoing and future projects. Currently, she sits on the EA Advisory Board at G&K. Michelle received her BA in accounting and finance from Moorhead State University. Thomas Feichtinger has been an IT leader for thirty years. He has consulted at Accenture, Braun Consulting, CSC, and Maryville Technologies, and has been an IT and enterprise architecture leader for companies like General Motors, Dana, Optate, and Waste Management. Throughout his career, he has started or led enterprise architecture practices at more than ten companies and continues to develop innovative ways to optimize IT and business alignment. Thomas earned a B.S. in Computer Science and is a TOGAF Certified Enterprise Architect.

Session 106: From Zero to Hero: TOGAF and ITSM in Harmony

Michelle Eccless

Thomas Feichtinger

Agenda

• G&K Services Overview • The Challenges • The Opportunity • What is EA/TOGAF • How ITSM and TOGAF Co-exist • Outcomes

G&K Services Overview

The Business A leader in uniform rental and facility products for more than 100 years, G&K Services is committed to enhancing our customers’ business image and ensuring our customers employees' safety. Companies throughout North America put their trust in G&K Services for their uniform rental, apparel purchases, and facility services. Our goal is simple: to be the leader in Delivering Uniform Service Excellence®

The Business

• Traded on the NASDAQ exchange under the symbol GK

• FY 2015 Revenue of $937M

• Nearly 7,800 employees

• Approximately 170,000 customers

• Headquartered in Minneapolis, MN

• Operates from 165 locations across North America

• 1 Manufacturing Facility in the Dominican Republic

IT

• Under 100 IT Employees (all North American-based)

• About 5-10% outsourced

• 1 Major Data Center

• Under 500 servers

• About 3,400 laptops/desktops

• About 1,700 mobile/vehicle devices

• About 500 Apple iPads

• Less than 300 total applications

• Custom developed customer and billing apps, as well as mobile app

• SAP for financials, Peoplesoft for HR, SFDC for Sales Force Automation

• Had never implemented TOGAF/EA

The Challenges

The Challenges

• Need to spend more money (about 30% more) each year for the next 3 years, to deliver:

• An upgraded and streamlined ERP solution

• Common business processes

• A new Sales and Customer portal

• A new billing system

• A new mobile application (internal & external)

• Certain business benefits must accrue from this investment, which drives acceleration of projects and quick delivery of business value

• Net IT run rate needs to remain flat (or decrease)

The Opportunity

The Opportunity

Navigate through the challenge of additional investment and functionality with flat or lower IT costs at projects end by leveraging:

• TOGAF/Enterprise Architecture (EA) and

• IT Service Management (ITSM)

&

What is EA/TOGAF

Enterprise Architecture (EA)

• Been around for over 30 years

• Was originally implemented by the US DoD to deal with integration and standards in the military (DoD Architecture Framework-DoDAF)

• Focus was to look beyond the individual system, more broadly, to address compatibility, standardization, reuse, etc.

The Open Group Architecture Framework (TOGAF)

• Born from DoDAF around 1989

• Now on version 9.2

• Open, vendor agnostic, free for non-commercial use

• Iterative

How ITSM and TOGAF Co-exist

• IT Service Management (ITSM) and TOGAF/Enterprise Architecture (EA) are often treated as separate and distinct entities within an organization. However, the two disciplines can and should be more closely aligned.

• Alignment needs to happen at multiple levels in order to ensure success, and get the most benefit:

– Governance

– Process

– Information

– Technology

The Two Frameworks

Governance

• Many of the same people who tend to participate in a Change Advisory Board (CAB), also play a part in EA/TOGAF activities

– Enterprise Architects

– Infrastructure lead

– Operations lead

– Applications lead

• Meetings/processes can be complimentary, if so, combine them and save time and effort

Executive IT Leadership

Other IT Leaders

Other IT Leaders

ooo

Architecture Review Board

Chief Data Architect Chief Application Architect

Chief Business Architect Chief Infrastructure Architect

Application Architects

Data Architects

Business Architects

Infrastructure Architects

Architecture Component Manager

Architecture Component Manager

Chief Enterprise Architect

Process

• There is significant overlap between ITSM processes, such as Request and Change, and EA processes, such as IT Standards Management

• At G&K Services, the processes were designed to overlap at key points (single meeting, rather than 2), to avoid duplication of effort and/or different decisions from two different processes

• This also provided the opportunity to rationalize existing processes – such as multiple ways requests were accepted

Request

Change

IT Standards Mgmt

Information

• A lot of the information that needs to be captured and shared in ITSM (Request, Change, Incident), is also captured and shared in EA Processes (IT Standards Management, EA Project Reviews, etc.)

• Tracking these together and sharing information across these processes saves everyone time and ensures when something changes, that all impacted parties are aware

ITSM EA

IT

Technology

• Often the technologies that are used (ServiceNow, Remedy, Troux, Mega, etc.) have capabilities beyond just their intended purpose and can be “reused”

– Discovery

– Forms

– Tracking

– Metrics/Analytics

– Workflow

– Notifications

• Sharing these technologies/tools across the enterprise is more economical than licensing and supporting multiple tools which have overlapping capabilities and often do not require additional licenses to be purchased

Lotus Notes

Google Apps

Sparx EA

Mega

Troux

Microsoft Exchange

Microstrategy

SAS

Focus

The Outcomes

Outcomes

• Able to meet the immediate IT need with no incremental headcount

• Were able to streamline processes, reducing duplication of effort, data, tools, etc.

• Rationalized application and technology portfolio to lower ongoing spend

• Recoup software licenses that were no longer being used, offsetting the need to purchase additional incremental licenses

• Economies of scale – via consolidating purchasing around fewer products and vendors

Identified Saving Opportunities = $2.5M

Thank you for attending this session.

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