CC&C Solutions 2015 Copyright © and Confidential
Presented byMichael FultonPresident, CC&C Americas
Running the Business of IT on ServiceNow using IT4IT™
CC&C Solutions 2015 Copyright © and Confidential CC&C Solutions 2015 Copyright © and Confidential
▪ CC&C Solutions (CC&C) is an IT Internal Transformation and EA consulting, training and implementation organization, headquartered in Sydney, Australia and staffed worldwide.
▪ Our mission is to lead the development and growth of Enterprise Architecture and IT Capability…
▪ for the individual▪ for the organization ▪ and for the industry
Who is CC&C?
CC&C Solutions 2015 Copyright © and Confidential CC&C Solutions 2015 Copyright © and Confidential
▪ President, CC&C Americas
▪ IT industry for 25 years, 19 at Fortune 50
▪ IT4IT Forum Steering Committee
▪ IT4IT Adoption Work Group Co-Chair
▪ 8 years as Enterprise Architect (Cloud, IT4IT, ESN, BusArch, EA Training)
▪ 5 years running IT Strategic Planning & Cost Optimization
▪ Chair AEA Ohio
▪ Trained 100’s worldwide in EA and TOGAF
Who am I?
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What is IT4IT™?
▪ IT4IT™, an evolving Open Group standard, provides a vendor neutral, technology agnostic and industry agnostic reference architecture for managing the Business of IT, enabling insight for continuous improvement;
▪ IT4IT™ provides the capabilities for managing the business of IT will enable IT execution across the entire Value Chain in a better, faster, cheaper way with less risk;
▪ IT4IT™ is industry independent to solve the same problems for everyone
▪ IT4IT™ is designed for existing landscapes and accommodates future IT paradigms
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What is the problem we are solving with IT4IT?
▪ Lack of cooperation across all IT leads to sub-optimization
▪ Insufficiently integrated IT Management toolsets, lack of prescriptive guidance
▪ Inability to gain true insight in order to make good decisions
▪ Immaturity makes it virtually impossible to tackle disruptive innovations like cloud, agility, mobility, BYOD, …
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Who and where are we?Original Consortium
▪ Shell▪ Hewlett-Packard▪ Achmea▪ MunichRe▪ Accenture▪ PWC▪ University of South Florida▪ AT&T
Forum Members now include▪ Shell, BP, ExxonMobil, Raytheon,
Boeing, Origin Energy, Achmea, Rabobank, Phillips, MunichRe...
▪ ServiceNow, IBM, HPE, Microsoft, Huawei, Oracle, CA, ...
▪ Accenture, CapGemini, HCL, Tata, PWC, E&Y, Fujitsu, ...
▪ APG, Logicalis, CC&C, Umbrio, Conexiam, Arismore, Action Research Foundation, Westbury ...
▪ ...Value Chain
9/2011
RA 1.0 (level 2)
1/2013
RA 1.3 (level 3)
10/2014
RA 0.5 (level 1)
8/2012
RA 1.2 (level 3)
3/2014
RA 2.0 (level 3)
10/2015
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Val Sribar, Group Vice President Gartner Enterprise Software Research Group
Opportunity Awaits!
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IT Value Chain
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How to run and Deliver IT, ContinuouslyThe Vision: Create Integrated IT management capabilities across the entire service lifecycle
Build RunDeliverPlan
Reference Architecture
IT Value Chains
Strategy to PortfolioRequirement to Deploy
Request to FulfillDetect to Correct
Traditional IT Value Chain
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Value Chain, Reference Architecture
From Why to What
From What to How(uses TOGAF®, specified in ArchiMate®
This is all about the data! Embracing existing process and agile frameworks.
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IT Operating Model: In Detail
Selection• Optimize portfolios• Communicate value• Evaluate benefit
realization
Service Portfolio• Enterprise
architecture• Service portfolio
rationalization• Create service
blueprint and roadmap
Strategy• Define objectives• Align business and IT
roadmaps• Set up standards and
policies
• Consolidate demand• Analyze priority,
urgency, and impact• Create new or tag
existing demand
Demand
Strategy to Portfolio
KPIs:• IT Service Value• IT Service Gap
Requirement Component
Requirement to Deploy
1:n
n:1
PortfolioBacklog
Item
Portfolio BacklogItem (rationalized/
Prioritized)
Competency(availability)
Budget(estimate)
Assets(availability)
Policy
Portfolio Backlog Item
Policy
Requirement
1:n
Service Blueprint
PortfolioBacklog
Item
Conceptual Service
Conceptual Service
Blueprint
n:m
Project Component
IT Project
Scope Agreement
1:n Scope Agreement
Service Design ComponentLogical Service
Blueprint1:n
Portfol io Demand Component
Service Portfolio Component
n:m
Business Process
Portfolio Backlog Item
1:nPolicy
Component
Proposal Component
S2P V.1.3 Sep 29th 2014
Service Model
Da ta Artifact – Key
Re cord fabric IntegrationEntity relat ionship
Fu nctional Component - Key
Fu nctional Component - Auxil iar y
Da ta Artifact – Auxil iary
Engagement dataf low
Cu rrent practice
This work is based upon material developed and published by the IT4IT Consortium
Requirement to Deploy
Requirement to Deploy
Asset Management
BusinessStrategy
IT Financial Management
Labor Management
Problem Component
Problem, Known ErrorDetect to Correct
Service Architecture
Enterprise Architecture Component
n:m
1:1
Deploy• Release plan• Change and configu-
ration process• Knowledge
management• Application and
security monitors
Develop• Development: Agile,
iterative, waterfall …• Source & set up
development environment
• Version control• Developer testing
Plan & Design• IT Project plan• Logical service
model• Requirements• Functional &
technical• Standards & policies
• Functional: desktop, web, mobile
• Performance: desktop, web, mobile
• Security: static, dynamic
Test
Requirement to Deploy
KPIs:• Cycle Time• Requirements
‘Churn’• Production Defects
Proposal Component
Service Portfolio Component
Policy Component
Demand Component
Build ComponentService DevelopmentComponent
Problem Component
Detect to Correct
IT Project
Strategy to Portfolio
Demand
Requirement
1:n
1:n
Source
1:n
Defect
1:n
RFC (Normal)
1:n
Service Design
Package
Policy
Defect
Defect
1:n
n:m
RFC
n:m
1:n
n:m
Requirement Comp.
Test Case
Test Component
Incident Component
Detect to Correct
Strategy to Portfolio
Conceptual ServiceBlueprint
Project Component
Fulfillment Execution Comp.
Change ControlComponent
1:n 1:n 1:n
1:1
Scope Agreement
1:n
1:1
Logical Service Blueprint
n:m
Service Release
Release Package
Desired Service Model
Scope Agreement
Strategy to Portfolio
Defect Component
Build
Problem, Known Error
1:1
n:1
1:n
Defect
1:1
Incident
IT Project
Requirement
Defect
1:1
Service Design Comp.
Service Model
Data Artifact – Key
Record fabric IntegrationEntity relationship
Fu nctional Component - Key
Fu nctional Component - Auxiliary
Data Artifact – Auxiliary
Engagement d ataflow
Curren t practice
This work is based upon material developed and published by the IT4IT Consortium
R2D V.1.3 Sep 29th 2014
Catalog Composition Component
Service Catalog Entry1:n
Request to Fulfill
Request to Fulfill
Fulfillment Request
Release Package
Fulfil lment Request
1:n
ReleaseComposition Comp.
Strategy to Portfolio
Service Catalog Entry (Unbound)
1:n
RFC
1:n
Service Release Blueprin t
Measure• Service usage
measurement• Chargeback/
showback• Cost transparency• Surveys and
ratings
Subscribe• Portal engagement• Personalized
experience• Self-service• Manage subscriptions
Define & publish• Merge catalog items
from all fulfillment engines
• Set pricing, options and SLA
• Publish services
• Route fulfillments• Automate
deployment• Use internal and
external providers• Integrate with asset,
configuration and change systems
Fulfill
Request to Fulfill
KPIs:• Cycle Time• Cost/Service
Project Component
Service Mod el
Da ta Art ifact – Key
Re cord f ab ric I ntegratio nEntity re lation ship
Fu nct iona l Comp on ent - Key
Fu nct iona l Comp on ent - Auxiliary
Da ta Art ifact – Auxiliary
Eng ag em en t d ataflow
Cu rre nt practi ce
This work is based upon material developed and published by the IT4IT Consortium
R2F V.1.3 Sep 29th 2014
Actual Service CIsDetect to Correct
Configuration Management Component
ReleaseComposition Component
1:n
Service Release Blueprint
Desired Service Model
Request Rationalization Component
Usage Record
Chargeback Contract
Bil l/Invoice
Service Catalog Entry (Unbound)
Usage
Usage
Subscrip tion
1:n
Request
Offer Catalog
n:m
Offer
User Profile
n:m
1:1
Shopping Cart
Chargeback Contract
n:m
Fulfi llment Request
1:n
1:n
Subscription
Service Monitor
Offer Mgmt. Component
Request
Conversation
Knowledge Item
Pro ble m, Known E rror
n:m
n:m
Knowledge Item
Knowledge & Collaboration
Comp.
Incident
Status
1:n
Service Catalog Entry
n:m
Fulfillment ExecutionComponent
RFC
1:1
Detect to Correct
Catalog Composition Component
UsageComponent
Chargeback / Showback
Component
RFC Request
Change Control Component
Composite/Compound Request
IT Supplier (External to IT)
1:n
Engagement Experience Portal
1:n
1:1
IT Financial Management
Service MonitoringComponent
FulfillmentEngine & Deploy/Provision Systems
Detect to Correct
Problem Component
Detect to Correct Detect to Correct
Incident Component
Offer Consumption ComponentSelf Service
Support
Requirement to Deploy
n:m
1:n
Request
1:m
n:1
Service Catalog Entry (Bound)
Actual Service
CIs1:nRelease Package
IT Asset Management
Supportive Function
Fulfi llmentRequest
Requirement to Deploy
Supportive FunctionSupportive FunctionSupportive Function
Resolve• Implement change• Leverage run books• Verify recovery• Close records
Diagnose• Enrichment • Root cause• Severity and
business impact• Defined escalation
path• Auto-fixed common
issues
Detect• See events, alarms
and metrics across entire infrastructure
• Understand user issues
• Trace the relationship between event
• Define change request
• Perform problem and risk analysis
• Approve
Change
Detect to Correct
KPIs:• MTTR• MTBF
Self Service Support
Defect Component
Requ irement to De ploy
Defect
Portfolio Demand Component
Strategy to Portfolio
Portfolio BacklogItem
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 Fulfil l
Fulfillment Execution Comp.
PortfolioBacklog
Item
n:m
Usage
1:n
Runbook
Run book
Run book
n:m
Service DiscoveryCI
Defect
Knowledge & Collaboration Component
Knowledge Item
n:m
1:n
1:n
Request to Fulfil l
ServiceMonitor Knowledge ItemRun book
Interactionn:m
1:1
Desired Service Model
1:1
1:1
Usage Component
Request to Fulfil l
Defect
1:11:1
Offer Consumption Component
Request to Fulfi ll
Status
Service Monitoring Component
Incident Component
Change Control Component
ProblemComponent
Diagnostics & Remediation Comp.
Configuration Management Comp.
Event Component
RFC
D2C V.1.3 Sep 29 th 2014
Service Mod el
Dat a Art ifact – Key
Record fab ric I nte grat io nEntity re lationship
Fu nctional Comp on en t - Key
Fu nctional Comp on en t - Auxiliary
Dat a Art ifact – Auxiliary
Engag em ent d ata flow
Curren t pra ctice
This work is based upon material developed and published by the IT4IT Consortium
1:n
Request to Fulfil l
Actual Service
CIsFulfillment Request
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IT4IT Functional Model – v2.0Systems of record fabric for IT management
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ServiceNow Platform
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ServiceNow’s Evolution
IT Service Management
(R2F, D2C)
Enterprise Service
Management
IT Value Chain
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ServiceNow IT Supply Chain Portfolio
VALUE STREAMS
Single System of Record
SUPP
ORT A
CTIV
ITIES
Automation (Cloud, Runbook, Request)
Service Asset & Configuration Management
Governance, Risk and Compliance
Supplier and Vendor Management
Financial Management (Bill of IT)
Service Mapping and Discovery
Reporting and Analytics
Resource
Demand
Project
Catalogue
Incident
Event
Problem
Change
SDLC
Test
PLAN BUILD DELIVER RUN
STRATEGY TO PORTFOLIO
REQUIREMENT TO DEPLOY
REQUEST TO FULFILL
DETECT TO CORRECT
PortfolioKnowledge
Subscription
Defect
Capabilities1. Core ITIL: Incident, Problem, Change, Release (incl. knowledge/SLA)
2. Service Mapping (incl. Config Management)
3. Catalogue (FrontDoor/Request IT)
4. Finance (Bill of IT)
5. Asset (SACM)
6. GRC (Governance, Risk, Compliance)
7. Demand Management
8. Vendor Management
9. Orchestration (Request Automation)
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IT Supply Chain Portfolio – Use case example : Service Lifecycle
VALUE STREAMS
SINGLE SYSTEM OF RECORD
SUPP
ORT A
CTIV
ITIES
Automation (Cloud, Runbook, Request)
Service Asset & Configuration Management
Governance, Risk and ComplianceSupplier Management
Financial Management (Bill of IT)
Service Mapping and Discovery
Reporting and Analytics
Resource
Demand
ProjectCatalogue
Incident
Event
Problem
Change
SDLC
Test
PLAN BUILD DELIVER RUN
STRATEGY TO PORTFOLIO
REQUIREMENT TO DEPLOY
REQUEST TO FULFILL
DETECT TO CORRECT
Portfolio KnowledgeDefect
Subscription
Typical benefits across the supply chain:
• Workflow, governance, risk management
• Standardisation of process
• Standardisation and integration of data
• Accurate metrics, transparency of supply chain performance
• Communication, knowledge, collaboration across all domains
PORTAL
DEMAND
PROCESS WORKFLOW
Typical issues across the supply chain:
• No single place to start new business requirement or change to service
• No consistency of process to assess demand
• No single source of truth
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Positioning IT4IT™ in the ‘landscape’
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IT4IT™ and ITIL®
Attribute ITIL® IT4IT™ Reference ArchitectureCharacteristics Framework describing functions/capabilities/disciplines. Information model-driven reference architecture that accommodates
multiple process frameworks.
Origins An aggregation of best practices drawn from a world-wide community of executives, managers, and individual contributors.
Driven by the specific needs of Enterprise Architects and IT managers.
Form Primarily narrative. Primarily architectural, framed using TOGAF® and presented using ArchiMate®.
Utility Oriented to education. Solution-orientation: useable ‘off the shelf’.
Value proposition
Enables detailed analysis at the function/process level. Enables choreography of four high level IT value streams (Strategy to Portfolio, Requirement to Deploy, Request to Fulfill, Detect to Correct) and offers prescriptive guidance for the design of products and services that deliver them.
Structure Mutually-exclusive and comprehensive architectural catalogs.
Granularity Precise and prescriptive representation of data and integration patterns for the whole IT management domain.
Agility Implicit waterfall, top-down planning orientation. Explicit accommodation of Agile and DevOps trends and lean Kanban process approaches.
Provenance Evolved through various proprietary ownerships. Dynamic, open peer-to-peer development and review processes under the aegis of The Open Group.
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For more information about IT4IT…
▪ The Open Group IT4IT™ Reference Architecture, Version 2.0 here
▪ Pocket Guide here
▪ Case Studies and Testimonials here
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Connect with me at• [email protected]• https://www.linkedin.com/in/michaelfulton • http://www.ccandcsolutions.com • Twitter - @cccamericas• Skype - cincibuckeyenut
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