Date:
Presenter:
IT4IT™: A Unifying Framework
Bridging traditional & digital technology management to create FLOW
21 June 2017
Dave Favelle
All slides copyright © ValueFlow IT unless otherwise annotated
Our accelerating divide…
Technology View• “Cloud busy”
• Agile Cadence
• Risky business• ITSM…still• Silos (???)
Business View • Disruption
• Velocity
• XaaS
• Cost
• Security
Perception: IT is not up to it Perception: business doesn’t understand
Hang on: …haven’t we seen something like this before?
Searching for the Real Problem….
1980s frameworks in the 2017 context
Complex problems need sophisticated solutions
Working in “the system” rather than on it…
Knowing “where you are” and what’s possible from there
Commercial in Confidence 3
Beware The New Silver Bullets
Commercial in Confidence 4
Bi-ModalDevOps
CloudIT4IT?
Binary answers are seductive but overly “hopeful” This is re-engineering work….
“Why” of IT4IT (have you seen that Simon Sinek video yet?)
• IT:• A reference architecture (with Data model)
• Customer driven, evolves past the silos of Dev, ITSM & Ops
• Backbone for the IT Operating Model
• Business: • Measurable flow of value
• Insight into portfolios
• Visibility and transparency
• Why did the ITIL & COBIT lifecycle models fail?• Will IT4IT do better?
Commercial in Confidence 5
Enough Pre-amble: So what is IT4IT (V2.1) !! ?
6
Change to “Service Backbone” in the center instead of “Reference Architecture”
IT4IT™ is a trademark of The Open Group
Value Streams Give Big Insights
7
Customer
Process
Function
LT = 1 day
PT = 10 min
%CA = 50%
Information Flow
Work Flow
Timeline
Process
Function
LT = 1 day
PT = 10 min
%CA = 50%
Process
Function
LT = 1 day
PT = 10 min
%CA = 50%
Request Deliverable
1 day
10 min
1 day
10 min
1 day
10 min
LT = 3 days
PT = 30 min
%CA = 12.5%
Activity Ratio = 2%
Total
Fencepost
Fencepost
http://www.ksmartin.com/books/value-stream-mapping/
IT4IT™ Version 2.1 reference architecture level 1
8
D2CR2FR2DS2P
Configuration Management
Component
Service Monitoring
Component
Event Component
Incident Component
Change Control
Component
Diagnostics &RemediationComponent
Service LevelComponent
ProblemComponent
UsageComponent
Chargeback/Showback
Component
F ulfillment Execution
Component
Reques t Rationalization
Component
CatalogCompos itionComponent
Offer ManagementComponent
Offer Consumption Component
ReleaseCompos itionComponent
Build Package
Component
BuildComponent
Tes tComponent
DefectComponent
ServiceDes ign
Component
ProjectComponent
Source Control
Component
RequirementComponent
ServicePortfolio
Component
PortfolioDemand
Component
ProposalComponent
PolicyComponent
Enterprise Architecture Component
Require-ment
Tes tCase
Problem,KnownE rror
Incident
SourceCharge-
backContract
Build OfferSub-
scription
ServiceContract E vent
PortfolioBacklog
Item
ITInitiative
BuildPackage
ServiceCatalogE ntry
RFC
UsageRecord
RunBook
ServiceMonitor
Defect
Reques t
Fulfill-ment
Reques t
ShoppingCart
Con-ceptualService
LogicalService
ServiceReleaseBlueprint
ActualService
Des iredService
ServiceRelease
ScopeAgree-ment
Policy
E nter-prise
Architec-ture
Charge-back
Record
Strategy toPortfolio
Requirement to Deploy Request to Fulfill Detect to Correct
IT4IT™ is a trademark of The Open Group
Auxiliary data object IT4IT version: 2.1
Key data object
Service model object
Entity relationship
Key functional component
This diagram is based on material developed by the IT4IT™ Forum of The Open Group – J an 2017
IT4IT™ Detect to Correct value stream level 2
9
10
Knowledge & Collaboration
Component
n:m
Self-Service Support
Defect Component
Requirement to Deploy
Defect
Portfolio Demand Component
Strategy to Portfolio
Portfolio Backlog
Item
IncidentEvent
Actual Service
RFCService Monitor
1:n
1:n n:m
n:m
Problem, Known Error
n:m
n:m
n:m
Event Incident
RFC
RFC
Problem RFC
IncidentRequest to Fulfill
Fulfillment Execution Component
PortfolioBacklog
Item
n:m
Usage
1:n
Run Book
Run Book
Run Book
n:m
Service DiscoveryActual Service
Defect
Knowledge
n:m
1:n
1:n
Supporting Function
ServiceMonitor
KnowledgeRun Book
Interaction
n:m
Desired
Service
1:1
1:1
Usage Component
Request to Fulfill
Defect
1:1 1:1
Offer Consumption Component
Request to Fulfill
Status
Service Monitoring
Component
Incident
Component
Change Control
Component
Problem
Component
Diagnostics &
Remediation
Component
Configuration
Management
Component
Event
Component
RFC
1:n
Request to Fulfill
Actual
Service
Fulfillment
Request
Service Contract
Service Level
Component
KPI
n:m
Release Composition Component
Requirementto Deploy
Service ReleaseBlueprint
n:m
Offer ManagementComponent
Service Contract (Template)ServiceContract
(Template)
Service Level Status
Business / ITMeasurement
Business Measurement (Incident)
Request to Fulfill
1:1
Request Rationalization
Component
Request to Fulfill
Subscription
Service Contract
(Instance)
1:1
Conversation
n:1
IT4IT™ is a trademark of The Open Group
D2CR2FR2DS2P
E ntity Relations hip
Record Fabric Integration
E ngagement Data Flow
Current P ractice
Functional Component – K ey
Functional Component – Aux iliary
S ervice Model
Data Object – Key
Data Object – Auxiliary
This diagram is bas ed on material developed by the IT4IT™ Forum of The Open Group – J anuary 2017
IT4IT: An “umbrella” for other standards
PolicyComponent
RequirementComponent
TestComponent
Offer Consumption Component ProblemComponent
Incident Component
ProposalComponent
Source Control
Component
BuildComponent
Offer ManagementComponent
Request Rationalization
Component
Chargeback/Showback
Component
Service LevelComponent
Event Component
PortfolioDemand
Component
ProjectComponent
Build PackageComponent
CatalogCompositionComponent
Change Control
Component
UsageComponent
Diagnostics &RemediationComponent
Service Monitoring
Component
Enterprise Architecture Component
DefectComponent
ServicePortfolio
Component
ServiceDesign
Component
ReleaseCompositionComponent
Configuration Management
Component
Fulfillment Execution
Component
ServiceCatalogEntry
Con-ceptualService
LogicalService
ServiceReleaseBlueprint
ActualService
DesiredService
ServiceRelease
Strategy toPortfolio
Requirement to Deploy Request to Fulfill Detect to Correct
TOGAF SAFe, Scrum, PRINCE2, PMI…
ITIL
ArchiMate UML
CO
BIT
Enterprise Architecture
Service Portfolio
Demand
Proposal
Policy
Fulfillment Execution
DefectRequirement
Project Test
BuildService Development
ReleaseDesign
Service DesignChangeControl
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
SubscriptionChargeback
Contract
Request
Problem /Known Error
Knowledge Item
Incident
Event
Service Monitor
Run Book
RFC
Actual Service CIs
ITIL, Queues, Metrics & the Challenges of Flow
Strategy to Portfolio
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
DevOps
Assume XaaS: Continuous Delivery Is Our Target
12
“Continuous delivery is a set of practices and principles aimed at building, testing, and releasing software & related services
faster and more frequently”
Lean Startup(build – measure – learn)
Agile (Development)
ITSM & Operations
Lean(End to End Flow)
Value
Scrum, Kanban(process)
XP(Engineering)
Idea
Practices
Principles
How can ITSM best serve the value stream?
IT Operating Model
IT Strategy, EA & Governance
Business Strategy
Technology & Sourcing Roadmaps
Service Portfolio (target),Medibank Assets &
Sourced Services
IT Operating Model for a Digital Future
13
Service Portfolio (Internal & Partner Sourced Services)
Management Tooling Automation
ValueStreams & Capabilities - Requirements to Deployment- Request to Fulfill- Detect to Correct
Measurement & Improvement
Service Brokerage& Partner
Integration
Organisational Design
Leadership & Culture
Engagement Model & Demand
The IT Operating Model concept has recently emerged as a way of fully expressing the
integrated set of capabilities needed to
run modern IT
It is a multi-dimensional system operating
together to deliver business technology
value
Governance
Pace Layers: A new way of looking at IT Service portfolios
Source: Gartner 2011
“Steady Lane” driven by product upgrades and business transformation
System of Record
Customer Product Suppliers Orders
“Medium Lane” driven by ability to absorb business i.e. internal cadence
System of Differentiation
Customer Service Processes & systems
R&D and Product developmentProcesses & systems Configurator
“Fast Lane” driven by market cadence and requiring a rapid release cycleSystem of Innovation
Facebook presence
iPhone App
Open innovation submission box
Product review service
Recommendations engine
Sentiment analysis service
Droid App
Service Portfolio led IT Management Capability Development
Value Stream Designs
Supporting Capability Designs
Organisational Change Plans
2. Design Value Streams• Cadence requirements• GRC control requirements• Process requirements• Tool chain & Automation• Metrics• Support Model Requirements• Roles & Skills• Organisational Roles & Responsibilities• Current state gap analysis
Target Portfolio
of Value
Streams &Capabilities
Informs
1. Discover & AnalyseCapture data:• Service Portfolio• Business drivers• Delivery/Sourcing Models• Existing cadence fitness• Resource Types• Architectural complexity
Service FamilyService Family
Service Family A
Analyse all Services work to find service families with similar attributes and value stream requirements
Service FamilyService Family
Service Family BService Family
Service FamilyService Family C
Service FamilyService Family
Service Family… n
3. Implement Value Stream Designs & Supporting Capabilities• Prioritise Value Streams• Deliver capabilities via Scrum & Kanban• Measure performance• Revise and continue
ITSM Tool Chain for Support (D2C)
Problem ComponentIncident Component
Service Level Component
Event Component
Change Control ComponentDiagnostics & RemediationComponent
Service Monitoring Component
Configuration Management Component
Collaboration KnowledgeSelf-Service Support
Discovery
Integration
Reporting
ServiceNow Knowledge
SDM
Splunk
Business Objects XI
BA
Foglight
https Mailtron
MS SharepointServiceNow
Service Portal
Solarwinds
VMWare vRealize
Voice Biometrics
Enterprise ESB?
REST, Web Services
ServiceNow ITOM
ServiceNow Performance
Analytics
MS Excel
MS AccessIvanti
Xtraction
ServiceNow Alert
Intranet
Splunk
ServiceNow Connect
ServiceNow Service Portal
ServiceNow Knowledge
Foglight Solarwinds
SplunkServiceNow
Event
ServiceNow Knowledge
ServiceNow Orchestration
SDMServiceNow
Change
SDMServiceNow
Incident SDMServiceNow
Problem
VMWare vROPS
SDM
ServiceNow Configuration
MS SCCM
ServiceNow SLM
ServiceNow Service 360
SMS Email
Phone Skype
MS Sharepoint
Does not fully support capability, change required
Fully supports capability, keep
Future addition, consolidation opportunityIncident
Event
Incident
Runbook
RFC
Conversation
Enquiry
Problem
Runbook
RFC
Service Performance
CIs
RFC
Changed CIs
Remediation
Notification
Planned for removal
ITSM Tool Chain for Request (R2F)
Chargeback Component
Offer Consumption Component
Service Level Component
Catalog Composition Component
Change Control Component
Request ComponentOffer Management Component
Configuration Management Component
Collaboration KnowledgeSelf-Service Portal
Discovery
Integration
Reporting
ServiceNow Knowledge
SDM
Business Objects XI
BA
https Mailtron
MS SharepointServiceNow
Service Portal
Enterprise ESB?
REST, Web Services
ServiceNow ITOM
ServiceNow Performance
Analytics
MS Excel
MS AccessIvanti
Xtraction
Intranet
ServiceNow Connect
ServiceNow Service Portal
ServiceNow Knowledge
ServiceNow SLM
ServiceNow Service 360
SMS Email
Phone Skype
MS Sharepoint
Does not fully support capability, change required
Fully supports capability, keep
Future addition, consolidation opportunityShopping Cart
Conversation
Enquiry
CIs
Changed CIs
OrchestrationNotification
Planned for removal
SDM
ServiceNow Configuration
MS SCCM
SDMServiceNow
Change
Fulfillment Execution Component
Usage Component
MS Word
ServiceNow Service Catalog
ServiceNow Service Catalog
ServiceNow Request
SDM
Request
MS Word
SDMServiceNow
Performance Analytics
ServiceNow ITOM
SDM
ServiceNow Workflow
ServiceNow Vendor Mgmt
ServiceNow Cloud Mgmt
ServiceNow Asset Mgmt
ServiceNow Financial Mgmt
ServiceNow Service Catalog
Catalog Item
RFC
TasksOffering
Sub
scriptio
n
Usage
Service Co
ntract
Fulfillment Performance
VMWare vRealize
Cost
Commercial in Confidence 18
Value Stream Design Elements
Customer
Scenarios
Valuestream
Mapping on
Current
State
ServiceNow
OOTB
Capability
Upstream /
Downstream
Data
Sources
Inputs Design Elements
Incident
Problem
Event
IT4IT Assessment for Executives
Productivity Growth CostRiskCompany Priorities 21 3 4
2 1
4 3
Medium
High
Low
Relative Opportunity
Manage Investments
Rationalize Portfolio
AlignStrategy
Prioritize Backlog
Measure & charge
Order a service
Define & publish
Route & fulfill
DeployDevelopRequirements Test
ResolveDiagnoseDetect Change
Strategy to Portfolio “Plan” Requirement to Deploy “Build”
Detect to Correct “Run”Request to Fulfill “Deliver”
JohnMichael
Anne
Slide provided by Mark Bodman IT4IT Forum Member
Safeway IT4IT Rationalization
Slide provided by Mark Bodman IT4IT Forum Member
Heat Mapping Automation onto the IT ValueChain (based on The Open Group IT4IT model)
• Shows tools lifecycle & enables roadmaps
• Flow can be estimated
• Common data model
• Operating Model can enable different portfolios
• May need multiple instances of some Value Streams
Single System of Record
ICT Governance• Risk & Compliance Management• Security Management
Technology Business Management• Supplier Management• Financial Management• Service Config & Asset Management• Resource Management
Operations Management• Service Level Management• Applications Management• Infrastructure Management• Availability, Capacity & Service Continuity Management
Demand
Project PublishIncident
Monitor & event
Problem
Change
Test
PLAN BUILD DELIVER RUN
STRATEGY TO PORTFOLIO
REQUIREMENT TO DEPLOY
REQUEST TO FULFILL
DETECT TO CORRECT
Portfolio
Fulfil
Deploy
Design & Develop
Strategy & Innovation
Filter & shape Request
Recharge
Functional & Integrated
Functional but decoupled
Functional Gapand decoupled
Knowledge
Not evaluated
What does it mean for ITSM folks?
1. Know your service portfolio(s) S2P in terms of cadence and business value
2. Map the R2D, D2C, and R2F flows across the organisation
3. Understand the impact of your processes and tools on the overall flow of value for your customers• Is your process a silo?• Can we see Services in the queues or just prioritised buckets?• Are your metrics supporting throughput of business value?
4. Work on further integration of ITSM and Ops• Evolve from call-channel, to multi-channel and service monitoring
5. Explore the IT4IT Use Cases:• Operating Model backbone• Tools architecture and roadmap• Self assessment of tools, processes• Flow based metrics
6. Incorporate into your strategy and planning!
Commercial in Confidence 22
Questions/discussion
23
Resources for Goats ;-]
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