Implementing ITIL® Service Strategy Through Enterprise Architecture
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Transcript of 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
1
Please see Acknowledgements & Notices in second last slide
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 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
2
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
About Myself
3
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 SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
ITIL v3.0 (ie. 2007 Edition)
4
Select right things to do Do things well
© Crown Copyright 2011
© Crown Copyright 2011. Reproduced under licence from the Cabinet Office
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
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]
5
© Crown Copyright 2011
© Crown Copyright 2011. Reproduced under licence from the Cabinet Office
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
Global Status of ITIL Service Strategy (SS)
6
Process In place
Process Not In place
Source: itSMF 2010 Global Survey
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
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)
7
© Crown Copyright 2011
Source: http://www.itskeptic.org/node/243
© Crown Copyright 2011. Reproduced under licence from the Cabinet Office
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
Scope of ITIL V3 Upgrade (ie. 2011 Edition)
8
© Crown Copyright 2011
© Crown Copyright 2011. Reproduced under licence from the Cabinet Office
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
ITIL Service Strategy 2011 Edition
9
2007 Edition 2011 Edition
© Crown Copyright 2011 © Crown Copyright 2011. Reproduced under licence from the Cabinet Office
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
ITIL SS 2011 Ed – Clearly Defined Processes
10
“
”
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
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”
11
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
Time to implement ITIL SS?
12
Process In place
Process Not In place
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
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
13
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
ASPECTS OF ITIL SS OVERLAPPING WITH EA
14
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
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).”
15
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
What IT Services would you strategise for these companies?
16
vs
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
Strategic Management for IT Services
17
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
© Crown Copyright 2011. Reproduced under licence from the Cabinet Office
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
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
18
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
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
ENTERPRISE ARCHITECTURE
19
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
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
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
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
21
Source: http://www.infoworld.com/print/173372
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
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%
22
Source: http://www.infoworld.com/print/173372
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
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.
23
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
EA is NOT Solution Architecture
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Source : http://www.andyblumenthal.com/2007/08/enterprise-architecture-is-not.html
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
Enterprise Architecture – 4 Domains
25
TechnologyArchitecture
Hardware, software, network
Application Architecture
Services
DataArchitecture
Data, information
Business Architecture
Business processes, organization, people
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
EA Target & Service Portfolio
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TechnologyArchitecture
Hardware, software, network
Application Architecture
Services
DataArchitecture
Data, information
Business Architecture
Business processes, organization, people
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
© Crown Copyright 2011. Reproduced under licence from the Cabinet Office
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
Creating Target Enterprise Architecture
27
TechnologyArchitecture
Hardware, software, network
Application Architecture
Services
DataArchitecture
Data, information
Business Architecture
Business processes, organization, people
TechnologyArchitecture
Hardware, software, network
Application Architecture
Services
DataArchitecture
Data, information
Business Architecture
Business processes, organization, people
Current Target
EA Method
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
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
28
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
TOGAF Architecture Development Method
29
Business Vision & Drivers
Enhanced Business
Capabilities
Source: http://pubs.opengroup.org/ architecture/togaf9-doc/arch/
© The Open Group
TOGAF ADM
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
Business Architecture – Example (1)
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
Business Architecture – Example (2)
31
Source: http://portal.hud.gov/hudportal/documents/ huddoc?id=DOC_15169.pdf
Duplication in Functions
Streamlined Functions
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
Application Architecture – Current
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Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13845.pdf
Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13845.pdf
Wasteful Redundancy and Siloed Applications
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
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Application Architecture – Target
Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13845.pdf
Streamlined Portfolio of Applications
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
Data Architecture - Target
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Streamlined Portfolio of Data Sources -Consistent data - “Single” source of truth
Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13840.pdf
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
Technology Architecture – Current & Target
35
• 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
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
Technology Architecture – Target
36
Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13843.pdf
Streamlined Technology Architecture (example)
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
Enterprise Architecture “Viewpoints”
37
EA Viewpoints include the
Service Portfolio
© The Open Group
Source: http://pubs.opengroup.org/architecture/togaf9-doc/arch/Figures/35_viewpoints.png
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
Opportunities and Solutions
38
Information ArchitectureCurrent
.......
Target
........
Gaps
.......
Opportunities ........... ...........
Application ArchitectureCurrent
.......
Target
........
Gaps
.......
Opportunities ........... ...........
Technology ArchitectureCurrent
.......
Target
........
Gaps
.......
Opportunities ........... ...........
Business Architecture
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
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
Migration Planning (1)
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Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13831.pdf
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
40
Migration Planning (2) Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13840.pdf
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
41
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
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
42 Source: http://pubs.opengroup.org/architecture/togaf9-doc/arch/Figures/50_org.png
Implementation Governance (2)
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
Architecture Change Management
43
Monitor for Triggers to Change the EA
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
JUMP START ITIL SS WITH EA
44
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
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
45
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
How EA Can Help ITIL SS (2)
46
Number of TOGAF Certified professionals:
15,000 + globally 900+
in Singapore
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
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)
47
© Crown Copyright 2011
© Crown Copyright 2011. Reproduced under licence from the Cabinet Office
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
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
48
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
For Further Information
Please refer to: http://www.iss.nus.edu.sg/ Or email Goh Boon Nam at: [email protected]
49
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
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.
ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
THE END
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