Notes on an ITO Appliance Approach to Productising and Industrialising IT Outsourcing
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Notes On An ITO Appliance Approach To Productising And Industrialising IT Outsourcing Alan McSweeney http://ie.linkedin.com/in/alanmcsweeney
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Transcript of Notes on an ITO Appliance Approach to Productising and Industrialising IT Outsourcing
Notes On An ITO Appliance Approach To Productising And Industrialising IT Outsourcing
Alan McSweeney
http://ie.linkedin.com/in/alanmcsweeney
Objective
• Describe an approach to the development of an ITO reference architecture that enables rapid and repeatable take-on and delivery of ITO services consistently through productisation and industrialisation
June 8, 2015 2
IT Outsourcing Appliance
• ITO Appliance – a standardised, packaged and extendable set of processes/systems that support the take-on, delivery and operation of IT outsourcing services
• Repeatable and modular ITO solution to be customised and deployed to operate ITO
• ITO Appliance approach enables productised and industrialised ITO
• A ITO reference architecture that can be customised to specific implementations and sets of customer requirements
• SKU-based ITO service that reduces resources and budgets by lowering the cost of operation and administration
June 8, 2015 3
IT Outsourcing Appliance
• Proactively address outsourcing pain points and supplier and customer requirements − Infrastructure inventory and asset management − Software license management − Technology refreshes − Changes
• Assist in productising and industrialising ITO
• Provide a common language between suppliers and customers that fosters understanding of exactly what is being sold and bought
• Benefits − Reduce cost of ITO transition and operation − Improve customer service − Enable consistent measurement − Introduce repeatability consistency into outsourcing process − Manage customer expectations − Reduce customer and supplier risk − Improve outsourcing success
June 8, 2015 4
ITO Service Delivery Requirement Hierarchy
June 8, 2015 5
ITO Service Delivery Personnel, Tools and Facilities
Used to enable efficient operation of ITO
ITO Service Delivery Delivers the agreed service by efficiently implementing and operating the agreed
service management processes
Service Management Processes Processes defined to deliver the agreed
type and level of service
Processes Define What ITO Service Delivery Should Do
ITO Service Delivery Requirements Define
Required Functionality
Increased Scope and Complexity of Outsourcing Arrangement
Layers of Service-Related Processes To Be Handled by ITO Service Delivery
June 8, 2015 6
Incident Management
Problem Management
Service Request Management
Event and Alert Management
Access Management
Change Management
Release Management
Configuration Management
Service Level Management
Availability
Management
Capacity Management
Service Continuity Management
Financial
Management
People Management
Facilities
Management
Security Management
Layers of Service-Related Processes To Be Handled by ITO Service Delivery
• Outsourcing arrangement encompasses greater set of more complex services that need to be supported by a wider set of service operation and deliver process
June 8, 2015 7
Increased Scope and Complexity of Outsourcing Arrangement
Services Actualised By Processes Supported By Resources And Facilities
June 8, 2015 8
• Remember: it is not about the service management resources and facilities, it is about the underlying processes the resources and facilities support and use
ITO Services Provided to Customers
Service Management Approach and Processes
Are Made Easier, Faster, Cheaper Through the Effective Implementation
and Operation of …
Service Management Standards
Which Are Defined Using Standards and Frameworks for
Rapid Implementation Such As …
Service Management Resources and Facilities
Which in Turn Are Implemented and
Operated Using Appropriate …
Services Actualised By Processes Supported By Resources And Facilities
June 8, 2015 9
ITO Services Provided to Customers
Service Management Approach and Processes
Are Made Easier, Faster, Cheaper Through the Effective Implementation
and Operation of …
Service Management Standards
Which Are Defined Using Standards and Frameworks for
Rapid Implementation Such As …
Service Management Resources and Facilities
Which in Turn Are Implemented and
Operated Using Appropriate …
Define The ITO Services That Can Be Cost-Effectively and Credibly Provided and Which Customers Want And Will
Buy
1
Define The Services Management Processes That Will Make Service
Delivery Easier, Most Cost Effective, More Consistent
2
Select a Resources and Facilities That Meets Service Management Implementation and Operation Requirements and Constraints
3
Manage And Deliver On Customer Expectations During ITO Service
June 8, 2015 10
Customer Experience
Service Delivery Over Time
ITO Service Negotiation ITO Service Transition ITO Service Delivery
Customer Expectations
Actual Customer
Experience
+ + + + + +
+ ITO
Service Definition
ITO Service Configuration
and Pricing
ITO Contract Signing
ITO Service
Transition ITO
Service Delivery
ITO Service
Changes ITO
Service Reporting
Productised And Industrialised ITO Enables Management And Delivery On Customer Expectations During ITO Service
June 8, 2015 11
Customer Experience
Service Delivery Over Time
Service Negotiation Service Transition Service Delivery
Customer Expectations
Actual Customer
Experience
+ + + + + + +
ITO Service
Definition ITO Service
Configuration and Pricing
ITO Contract Signing
ITO Service
Transition
ITO Service Delivery
ITO Service
Changes
ITO Service
Reporting
June 8, 2015 12
Preventing The Outsourcing Death Spiral
Naive And Simplistic
Expectations
Over-Dependence On Service Provider As
Strategic Partner
No Governance Model
Insufficient Understanding Of Current State Of Services Being
Outsourced
No Defined Outsourcing
Strategy
No Service Catalogue
No Defined Future
Operating Model Or
Architecture
Oversimplification Of Outsourcing
Process
Underestimated And Unquantified
Resource Commitment
Invalid Assumptions
Unarticulated Expectations
Incomplete Contract
Incomplete SLAs/OLAs
Insufficient Management And Oversight
Lengthy Negotiations
Unanticipated And Large Out-
Of-Scope Services
High Management
Resources And Costs
Backsourcing/ Insourcing/
Circumvention of Arrangement
Development Of Parallel IT
Services
Constant Renegotiations
Breakdown Of Relationship
ITO Operation And Service Management
• Individual ITO services have attributes that define/ modify/ specify/ customise their delivery
• Attributes can define the cost of service delivery
• Operation of ITO services governed by service management processes
June 8, 2015 13
ITO Service Service
Management Process
ITO Service Implemented by
Service Management Processes
Service Management
Process Service
Attribute/ Characteristic
Service Attribute/
Characteristic
Service Attribute/
Characteristic
Service Attribute/
Characteristic
Service Attribute/
Characteristic
Service Attribute/
Characteristic
ITO Operation And Service Management
• An ITO solution as sold to a customer will consist of a customised package of ITO service components
• Services included in ITO solution will define the implementation and operational requirements
• Aggregated services will have common requirements and attributes
June 8, 2015 14
ITO Service 1 Service
Management Process 1
Service Management
Process 2
ITO Solution
ITO Service 2
ITO Service 3
Service Management
Process 3
Service Management
Process 4
Service Management
Process 5
ITO Solution as Sold Consists of a
Number of ITO Services
ITO Services Controlled by Service Management
Processes
ITO Service Configuration Sample
• Characteristics of service define its cost, resources required, complexity and other factors
• Define attributes associated with services to ensure service configured correctly so they can be costed and delivered
June 8, 2015 15
ITO Service
Coverage
8 x 5 12 x 5 12 x 6 7 x 24
SLA
30 Minutes 1 Hour 2 Hours 4 Hours
Number of Units Covered
1,000 2,000 3,000 4,000 5,000
Locations
1 2 3
Team Location
Local
Remote
Standardisation Of ITO Services
June 8, 2015 16
IT Outsourcing Services
Service Delivery Supporting Technology
Service Delivery Management
Processes
IT Outsourcing Implementation, Deployment and
Operating Models
Services Packaged in Deployment
Models
Provision of Managed Through
Standardised Processes
Provision of Operated Through Standardised Technology and Tools
Standardised Technology and
Tools Form Part of Deployment Models
Standardised Processes Form
Part of Deployment Models
Process-Oriented View Of Outsourcing
Desktop/ Terminal
Communications/ Network
Data Centre
On Premise Infrastructure
Storage Service/ Support Desk
Application Management
Incident Management Problem Management Service Request Management Event and Alert Management Access Management Change Management Release Management Configuration Management Service Level Management Availability Management Capacity Management Service Continuity Management Financial Management People Management Facilities Management Security Management
June 8, 2015 17
Type/Nature of Outsourcing Arrangement/Service
Depth and
Level of
Service
Process-Oriented View Of Outsourcing
Desktop/ Terminal
Communications/ Network
Data Centre
On Premise Infrastructure
Storage Service/ Support Desk
Application Management
Incident Management Problem Management Service Request Management Event and Alert Management Access Management Change Management Release Management Configuration Management Service Level Management Availability Management Capacity Management Service Continuity Management Financial Management People Management Facilities Management Security Management
June 8, 2015 18
Type/Nature of Outsourcing Arrangement/Service
Depth and
Level of
Service
Simple Outsourcing Service
Complex Outsourcing Service
Process-Oriented View Of Outsourcing
• Type/Nature of Outsourcing Arrangement/Service, such as: −Desktop/Terminal
− Communications/Network
−Data Centre
−On Premise Infrastructure
− Storage
− Service/Support Desk
−Application Management
• Depth and Level of Service −What level of service is being provided and therefore what service
management processes are needed to deliver the service?
June 8, 2015 19
ITO In Business Context
June 8, 2015 20 Applications, Systems and Infrastructure
IT and Business Processes and Services
Business and Users
Customers B
usin
ess U
sing IT
IT D
eliv
eri
ng
Bu
sin
ess
Ne
ed
s
Scope of ITO Service
ITO In Business Context
June 8, 2015 21
Applications, Systems and Infrastructure
IT and Business Processes and Services
Business and Users
What is Being Managed Here …
… Delivers a Service Here
… And Here
ITO In Business Context
June 8, 2015 22
Applications, Systems and Infrastructure
IT and Business Processes and Services
Business and Users
Reporting And Alerting Here …
… Allows Service
Reporting Here
… And Here
ITO Service Operation And Delivery Process Framework
ITO Service Delivery
Service Strategy
Service Portfolio Management
Financial Management
Service Design
Service Catalogue Management
Service Level Management
Risk Management
Capacity Management
Availability Management
IT Service Continuity Management
IT Security Management
Compliance Management
IT Architecture Management
Supplier Management
Service Transition
Change Management
Project Management (Transition Planning and
Support)
Release and Deployment Management
Service Validation and Testing
Application Development and Customisation
Service Asset and Configuration Management
Knowledge Management
Service Operation
Event Management
Incident Management
Request Fulfilment
Access and Identity Management
Problem Management
IT Operations Management
IT Facilities Management
Continual Service Improvement
Service Evaluation
Process Evaluation
Definition of CSI Initiatives
CSI Monitoring
June 8, 2015 23
ITO Service Operation And Delivery Process Framework
• Extensive set of services management processes available to manage the delivery ITO services – from simple to complex
• Customer can be enabled to select ITO operational options
• Associated defined service delivery process will ensure ITO supplier can accurately assess the impact of providing selected options
• For each service option there is an associated process that manages its delivery
June 8, 2015 24
Process-Oriented View Of Outsourcing
June 8, 2015 25
Type of outsourcing
service
Depth and breadth of
outsourcing
service – the What
Scope of operation of outsourcing arrangement
Service management and delivery processes –
the How
= +
Processes define the way in which the service
is operated, delivered and managed – linking the what to the how
For every service, there is an associated delivery
process
Explicit And Implicit ITO Services
• In any ITO operation, there will be two sets of services being provided:
1. The outsourcing services explicitly sold
2. Underlying enabling services that are being provided to control the provision of the core outsourcing services
June 8, 2015 26
IT Outsourcing Services
Operational Services
Supporting Services and Associated
Technology
Services As Sold To The
Customer Consists of …
ITO Services As Sold
Controlling, Managing, Enabling,
Reporting, Supporting
Services
Above the Line - Explicitly Sold and Provided
Below the Line – Implicitly Sold and Provided
Dimensions Of Classification Of Outsourcing Arrangements
June 8, 2015 27
Services Being Provided
Supporting and Ancillary Processes and Related
Technology, Systems and Service Delivery Arrangements
Service Management System Deployment and Operational
Scenarios
Dimensions Of Classification Of Outsourcing Arrangements
June 8, 2015 28
Implementation 1
Implementation 2
Implementation 3
Services Being Provided
Supporting and Ancillary Processes and Related
Technology, Systems and Service Delivery Arrangements
Service Management System Deployment and Operational Scenarios
Generalised ITO Component Deployment Framework
June 8, 2015 29
Customer Users
Customer Service Desk
System
Customer Managed
Infrastructure
Offsite Portal
Customer Managed
Applications
Service Desk System
Onsite ITO Delivery Team
Offsite ITO Delivery Team
Offsite L2/L3 Support
Onsite CMDB
Onsite Configuration
Discovery
Onsite Known Error
Database
Workforce Management
and Scheduling
Offsite CMDB
Offsite Known Error
Database
Customer Support Team
Offsite Application Password
Reset
Onsite Application Password
Reset
Warranty and Parts
Management
Supplier Onsite Service Desk System
Onsite Portal
Customer Location Service Provision Centralised Location
Offsite Configuration
Discovery
Onsite Event/Alert
Handler
Offsite Event/Alert
Handler
Generalised ITO Component Deployment Framework
• Deployment and operation of ITO services is another SKU dimension when defining ITO product
• Supported by appropriate set of tools − Tools are key to productised and industrialised ITO
June 8, 2015 30
Generalised ITO Component Deployment Framework
June 8, 2015 31
Customer Users
Customer Service Desk
System
Customer Managed
Infrastructure
Offsite Portal
Customer Managed
Applications
Service Desk System
Onsite ITO Delivery Team
Offsite ITO Delivery Team
Offsite L2/L3 Support
Onsite CMDB
Onsite Configuration
Discovery
Onsite Known Error
Database
Workforce Management
and Scheduling
Offsite CMDB
Offsite Known Error
Database
Customer Support Team
Offsite Application Password
Reset
Onsite Application Password
Reset
Warranty and Parts
Management
Supplier Onsite Service Desk System
Onsite Portal
Customer Location Service Provision Centralised Location
Offsite Configuration
Discovery
Onsite Event/Alert
Handler
Offsite Event/Alert
Handler
1 2
23
3 4
6 7
9 10 11
12 13
20 21 22
15 16
18 19
24
8
17 5
14
Generalised ITO Component Deployment Framework
1. Customer Users – this represents the end users of the ITO service
2. Onsite ITO Team –team based on the customer site providing the service to the customer and its users
3. Customer Service Desk System –the customer has a separate service management system that must be used by support personnel or that must be interfaced with by the service management system
4. Onsite Service Desk System – the customer has requested that the supplier service management system must be installed onsite
5. Onsite Event/Alert Handler – this will receive, consolidate and process events/alerts received from infrastructure under management and will be located on the customer premises
6. Customer Support Team – the support team may need to work with the customer’s (or a third party) support team to work on incidents and problems
7. Onsite CMDB – if there is an onsite separate service management system it will maintain its own CMDB
8. Onsite Portal – there may be a separate portal located on the customer’s site that provides a centralised point of information and application access
9. Customer Managed Infrastructure – this is the (subset of) customer infrastructure (hardware and possibly infrastructure-related applications) being managed by as part of the ITO contract
10. Onsite Configuration Discovery – there may be an onsite tool that performs onsite asset and configuration discovery
11. Onsite Known Error Database – if there is an onsite separate service management system it will maintain its own error database
12. Customer Managed Applications – this is the (subset of) customer applications being managed by as part of the ITO contract
13. Onsite Application Password Reset – the customer’s users may be provided with a facility (accessed by the portal or otherwise) that is located onsite where requests to reset password to applications are processed
14. Offsite Event/Alert Handler – this will receive, consolidate and process events/alerts received from infrastructure under management and will be located outside the customer premises
15. Offsite ITO Team(s) – the service to the customer may be provided by or supplemented by personnel from offsite team(s)
16. L2/L3 Support – incidents and problems within the site may be escalated to level 2 and level 3 support
17. Offsite Configuration Discovery – asset and configuration discovery may be performed by an offsite tool
18. Service Desk System – the service management system used to support the customer’s IT service management processes may be located offsite, either as a shared or dedicated facility
19. Warranty and Parts Management – manage any additional infrastructure required, provide break-fix services
20. Offsite Portal – there may be a shared multi-tenant portal located on in facility that provides a centralised point of information and application access
21. Offsite CMDB – if there is an offsite shared or dedicated service management system it will maintain its own CMDB
22. Workforce Management and Scheduling – the service to the customer may be provided by or supplemented by personnel from offsite team(s)
23. Offsite Application Password Reset– the customer’s users may be provided with a facility (accessed by the portal or otherwise) that is located offsite where requests to reset password to applications are processed
24. Offsite Known Error Database – if there is an offsite shared or dedicated service management system it will maintain its own error database
June 8, 2015 32
Generalised ITO Component Deployment Framework – Key Design Principles
• Emphasise self-service through user access to known errors and issues database and to user-initiated password reset
• Implement portal to provide centralised customer user access to information
• Implement infrastructure discovery and management through CMDB
• Implement automation of error handling and processing through alert and event management
June 8, 2015 33
Generalised ITO Component Deployment Framework
• Generalised set of components that depend on outsourcing deployment and operating model, such as: − ITO service delivery must occur on customer premises
− ITO service delivery can be offsite but must be dedicated
− ITO service delivery can be offsite but must located in a specific geographical region
− ITO service delivery can be offsite and shared subject to security restrictions
• And other factors, such as: − Customer has existing service management facility that ITO
service provider must interface with
−No external service management facility interface required
June 8, 2015 34
Generalised ITO Component Deployment Framework – Sample Architecture Options
1. Customer has existing service management system that the ITO supplier system must interface with and no restrictions on ITO supplier service management system
2. Customer has existing service management system that the ITO supplier system must interface with and ITO supplier service management system must be installed on customer premises
3. Customer has existing service management system that the ITO supplier system must interface with and ITO supplier service management system can be offsite but must be dedicated
4. Customer has existing service management system that the ITO supplier system must interface with and ITO supplier service management system can be offsite but must located in specific geographical region
5. Customer has existing service management system that the ITO supplier system must interface with and ITO supplier service management system can be offsite and shared subject to security restrictions
6. No customer service management system interface required and no restrictions on ITO supplier service management system
7. No customer service management system interface required and ITO supplier service management system must be installed on customer premises
8. No customer service management system interface required and ITO supplier service management system can be offsite but must be dedicated
9. No customer service management system interface required and ITO supplier service management system can be offsite but must located in specific geographical region
10. No customer service management system interface required and ITO supplier service management system can be offsite and shared subject to security restrictions
June 8, 2015 35
1- Customer Has Existing Service Management System That The ITO Supplier System Must Interface With And No Restrictions on ITO Supplier Service Management System
June 8, 2015 36
Customer Users
Customer Service Desk
System
Customer Managed
Infrastructure
Offsite Portal
Customer Managed
Applications
Service Desk System
Onsite ITO Delivery Team
Offsite ITO Delivery Team
Offsite L2/L3 Support
Onsite CMDB
Onsite Configuration
Discovery
Onsite Known Error
Database
Workforce Management
and Scheduling
Offsite CMDB
Offsite Known Error
Database
Customer Support Team
Offsite Application Password
Reset
Onsite Application Password
Reset
Warranty and Parts
Management
Onsite Portal
Customer Location Service Provision Centralised Location
Offsite Configuration
Discovery
1 2
23
3
6 7
9 10 11
12 13
20 21 22
15 16
18 19
24
8
17
2 - Customer Has Existing Service Management System That The ITO Supplier System Must Interface With And ITO Supplier Service Management System Must Be Installed On Customer Premises
June 8, 2015 37
Customer Users
Customer Service Desk
System
Customer Managed
Infrastructure
Customer Managed
Applications
Onsite ITO Delivery Team
Offsite ITO Delivery Team
Offsite L2/L3 Support
Onsite CMDB
Onsite Configuration
Discovery
Onsite Known Error
Database
Workforce Management
and Scheduling
Customer Support Team
Onsite Application Password
Reset
Warranty and Parts
Management
Supplier Onsite Service Desk System
Onsite Portal
Customer Location Service Provision Centralised Location
Onsite Event/Alert
Handler
1 2
3 4
6 7
9 10 11
12 13
22
15 16
19
8
5
3 - Customer Has Existing Service Management System That The ITO Supplier System Must Interface With And ITO Supplier Service Management System Can Be Offsite But Must Be Dedicated
June 8, 2015 38
Customer Users
Customer Service Desk
System
Customer Managed
Infrastructure
Offsite Portal
Customer Managed
Applications
Service Desk System
Onsite ITO Delivery Team
Offsite ITO Delivery Team
Offsite L2/L3 Support
Onsite CMDB
Onsite Configuration
Discovery
Onsite Known Error
Database
Workforce Management
and Scheduling
Offsite CMDB
Offsite Known Error
Database
Customer Support Team
Offsite Application Password
Reset
Onsite Application Password
Reset
Warranty and Parts
Management
Onsite Portal
Customer Location Service Provision Centralised Location
Offsite Configuration
Discovery
Onsite Event/Alert
Handler
Offsite Event/Alert
Handler
1 2
23
3
6 7
9 10 11
12 13
20 21 22
15 16
18 19
24
8
17 5
14
4 - Customer Has Existing Service Management System That The ITO Supplier System Must Interface With And ITO Supplier Service Management System Can Be Offsite But Must Located In Specific Geographical Region
June 8, 2015 39
Customer Users
Customer Service Desk
System
Customer Managed
Infrastructure
Offsite Portal
Customer Managed
Applications
Service Desk System
Onsite ITO Delivery Team
Offsite ITO Delivery Team
Offsite L2/L3 Support
Onsite CMDB
Onsite Configuration
Discovery
Onsite Known Error
Database
Workforce Management
and Scheduling
Offsite CMDB
Offsite Known Error
Database
Customer Support Team
Offsite Application Password
Reset
Onsite Application Password
Reset
Warranty and Parts
Management
Onsite Portal
Customer Location Service Provision Centralised Location
Offsite Configuration
Discovery
Onsite Event/Alert
Handler
Offsite Event/Alert
Handler
1 2
23
3
6 7
9 10 11
12 13
20 21 22
15 16
18 19
24
8
17 5
14
CMDB Is A Key Component Of Productised ITO
• Need to have a controlled Configuration Management environment that enables the tracking, recording, and reporting of Configuration Items (CIs) in the managed/ supported IT infrastructure − Ensure accurate inventory of infrastructure within
the scope of the ITO service − Assess the impact of a service failure quickly − Identify the components that make up a service so
that Service Level Objectives (SLOs) can be defined and availability measurements can be identified
− Assess the risk associated with the implementation of a change to the production environment
− Cost and price IT services accurately
• CMDB is at the core of Configuration Management
• CMDB is a key enabler of efficient Configuration Management
• CMDB provides a framework for event and alert management, storing configuration items against which alerts are tracked
June 8, 2015 40
Service Management Processes
Configuration Management
CMDB
Effective CMDB Assists The ITO Process
• Effective Configuration Management and CMDB also drives sales processes −Due diligence −Warranty − Replacement −Upgrade − Refresh −Additional
capacity
June 8, 2015 41
Sales Processes
Service Management Processes
Configuration Management
CMDB
ITO Transition Process And ITO Delivery Lifecycle
• Asset discovery and subsequent asset management is important to effective productised and industrialised ITO
June 8, 2015 42
Service Negotiation and Contract
Signing
Pre-Operation and Pre-Integration
Start
ITO Service Transition
ITO Service Standardisation and
Transformation
Steady State Operation of Service
Initial Transition Plan
Pre-Contract Due Diligence
Final Transition Plan
Integration Preparation
Transition Initiation
Finalise Integration Solution
Architecture
Transition Completed
Transformation Completed
Technology Refreshes
Changes Post Contract Due
Diligence Verification
Asset Management During ITO Transition Process And ITO Delivery Lifecycle
June 8, 2015 43
Service Negotiation and Contract
Signing
Pre-Operation and Pre-Integration
Start
ITO Service Transition
ITO Service Standardisation and
Transformation
Steady State Operation of Service
Initial Transition Plan
Pre-Contract Due Diligence
Final Transition Plan
Integration Preparation
Transition Initiation
Finalise Integration Solution
Architecture
Transition Completed
Transformation Completed
Technology Refreshes
Changes
Post Contract Due Diligence
Verification
Asset Discovery and CMDB Maintenance During the Life of
ITO Service
Service Delivery
Idealised CMDB Components And Operation
June 8, 2015 44
CMDB Management
System
Automated CI Discovery and
CMDB Population Tool
CMDB Data Access and Entry
CMDB Query and Maintenance
Links to Service Management Systems and
Processes
CI Usage and Performance
Collection Tool
CI Alerting Collection Tool
Links to Asset Management Systems and
Processes
Analysis Billing System = Core CMDB Components
Data Transformation
and Normalisation
Data Collection Scheduling
Facility
Data Warehouse
Infrastructure Being Managed
CMDB Data Collection
• CMDB data collection − Infrastructure configuration and changes
− Events and alerts
− Performance and usage
June 8, 2015 45
Collect Configuration, Performance, Alert Data
CMDB Users
CMDB High-Level Data Structure
• CMDB holds data for configuration of infrastructure being managed by ITO service
• Each customer can have one or more solution being managed
• Each solution can consist of a package of multiple hardware and software components combined with a set of initial and on-going services (entitlements, warranty, upgrades, refreshes)
June 8, 2015 46
CMDB
Location
Package
Hardware
Static Data Dynamic Data
Software
Static Data Dynamic Data
Services
Static Data Dynamic Data
Virtual Objects
Static Data Dynamic Data
Static Data Dynamic Data
Static Data Dynamic Data
Dimensions Of SKUs Of Outsourcing Service
June 8, 2015 47
1. Type Of Outsourcing Service
+ 2. ITO Component
Deployment Framework
+ 3. Depth and Breadth of
Outsourcing Service
= ITO Offer
Hierarchy Of ITO Offer
ITO Offer
Contract
Terms and Conditions
Deployment and
Operation
Discounts
ITO Solution
Configuration
Deployment
Set of Services
ITO Product(s)
ITO Product ITO Product ITO Product
June 8, 2015 48
Dimensions Of SKUs Of Outsourcing Service
• Enable ITO service catalogue to be defined
• Enable productisation of ITO
June 8, 2015 49
ITO Industrialisation and Productisation
• ITO productisation is a pre-requisite for and an enabler of ITO industrialisation
June 8, 2015 50
ITO Productisation
Defined Set of ITO Services and Packaging
Options
ITO Industrialisation
Common Deployment, Implementation and
Operation Approaches
ITO Industrialisation and Productisation
June 8, 2015 51
ITO Productisation
Defined Set of ITO Services and Packaging
Options
ITO Industrialisation
Common Deployment, Implementation and
Operation Approaches
Supplier Representation of ITO Services
Supplier Delivery of ITO Services
= =
ITO Industrialisation and Productisation
• Approach not for every outsourcing arrangement − Complex ITO arrangements will not lend themselves to this
approach
• Approach can also be used for in-house IT management
June 8, 2015 52
Summary
• ITO Appliance approach is a standardised, packaged and extendable set of processes/systems that support the take-on, delivery and operation of IT outsourcing services − SKU-based ITO service that reduces resources and budgets by lowering the cost of
operation and administration
• Approach enables productised and industrialised ITO
• Provides a common language between suppliers and customers that fosters understanding of exactly what is being sold and bought
• Processes define the way in which the service is operated, delivered and managed – linking the what to the how − For each service option there is an associated process that manages its delivery
• Tools are key to productised and industrialised ITO
• CMDB and associated asset discovery and subsequent asset management is key component of effective productised and industrialised ITO
• ITO productisation is a pre-requisite for and an enabler of ITO industrialisation
June 8, 2015 53
June 8, 2015 54
More Information
Alan McSweeney
http://ie.linkedin.com/in/alanmcsweeney
