ITSMF 2016
- 1. Making IT4IT™ real whilst leveraging your existing Service Management investments Tony Price WW Director IT4IT Strategic Consulting Hewlett Packard Enterprise 21st November 2016
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- 3. Agenda 3 Introduction to IT4IT Some difficult questions Making IT4IT real whilst leveraging you existing ITSM investment Useful resources Questions
- 5. We have never had a prescriptive reference architecture for running the business of IT “Can you tell !” Context/usecase Examples of todays challenges Process Tool Core IT Cloud Process Tool DevOps Process Tool Security Process Tool Multi Supplier Process Tool Mobility Process Tool P e o p l e / c u lt u r e 6
- 6. IT4IT: an Open Group standard for running the business of IT Technical Standard2011 2012 2013 2014 2015 IT4IT 2.0 Std. 10/2015 RA 2.0 (level 3) 7/2015 RA 1.2 (level 3) 3/2014 RA 0.5 (level 1) 8/2012 Value Chain 9/2011 RA 1.3 (level 3) 10/2014 RA 1.0 (level 2) 1/2013 • > 10,000 downloads • > 1100 organizations • > 100 countries • Pocket Guide “Hot Seller” • > 1200 downloads Original Consortium • Shell • Hewlett-Packard (IT & SW) • Achmea • MunichRe • Accenture • Pricewaterhouse Coopers • University of South Florida • AT&T IT Operating Model Describes the structure of IT management IT Reference Architecture Prescribes the functional & information architecture Consumer-centric service model 06/2016 7
- 7. What is IT4IT A prescriptive reference architecture for running the business of IT owned by The Open Group® Efficiency & AgilityFinance & Assets Intelligence & Reporting Resource & Project Governance, Risk & Compliance Sourcing & Vendor ITValueChain Plan Build Deliver Run Reference Architecture Value Streams – Martin Lean / 6-sigma concepts Multi-Process Oriented Customer focused results Value Chains – Porter Competitive Analysis Strategic Concepts Value Creation Activity cost to profit margin analysis 8
- 8. as in a stream of activities delivering value IT Value Chain Strategy to Portfolio Drive IT portfolio to business innovation Requirement to Deploy Build what the business wants, when it wants it Request to Fulfill Catalog, fulfill & manage service usage Detect to Correct Anticipate & resolve production issues The IT Value Chain has 4 IT Value Streams Efficiency & AgilityFinance & Assets Intelligence & Reporting Resource & Project Governance, Risk & Compliance Sourcing & Vendor ITValueChain Plan Build Deliver Run Reference Architecture 9
- 9. IT4IT™ reference Architecture V2.0 Service Portfolio Component Portfolio Demand Component Proposal Component Policy Component Defect Component Requirement Component Project Component Test Component Build Component Source Control Component Change Control Comp. Problem Component Incident Component Event Component Diagnostics & Remediation Component Usage Component Chargeback / Showback Comp. Strategy to Portfolio Requirement to Deploy Request to Fulfill Detect to Correct Offer Mgmt. Component Offer Consumption Component Service Archite- cture Policy Require- ment Scope Agree- ment IT Initiative Portfolio Backlog Item Source Conceptual Service Blueprint Concep- tual Service Logical Service Blueprint Test Case Defect Offer Service Release Build Service Catalog Entry Desired Service Model Usage Record Fulfill- ment Request Sub- scription Charge- back Contract Request Problem/ Known Error Incident Event Service Monitor Run Book RFC Service Monitoring Comp. Catalog Composition Component Shopping Cart Enterprise Architecture Component Service Design Component Fulfillment Execution Comp. Request Rationalization Component Configuration Management Component Release Composition Component Service Level Component Service Contract Actual Service CIs Service Release Blueprint Build Package Build Package Component 10
- 11. Difficult questions – Have you ever highly customised a tool and then complained you don’t get the ROI and Value you expected? 11
- 12. Difficult questions – Have you ever highly customised a tool and then complained you don’t get the ROI and Value you expected? – Have you ever bought a tool and then though I could use this to do something else ….not what the tool was designed for ….. But it would save me buying another tool 12
- 13. Difficult questions – Have you ever highly customised a tool and then complained you don’t get the ROI and Value you expected? – Have you ever bought a tool and then though I could use this to do something else ….not what the tool was designed for ….. But it would save me buying another tool – Have you ever looked across your organisation and noticed many of your IT Management tools have overlapping functionality = you are paying more than once 13
- 14. Difficult questions – Have you ever highly customised a tool and then complained you don’t get the ROI and Value you expected? – Have you ever bought a tool and then though I could use this to do something else ….not what the tool was designed for ….. But it would save me buying another tool – Have you ever looked across your organisation and noticed many of your IT Management tools have overlapping functionality = you are paying more than once – Have you believed the vendor who said they had a tool that perfectly matches your requirement and can take away all your troubles overnight ….. 14
- 15. Difficult questions – Have you ever highly customised a tool and then complained you don’t get the ROI and Value you expected? – Have you ever bought a tool and then though I could use this to do something else ….not what the tool was designed for ….. But it would save me buying another tool – Have you ever looked across your organisation and noticed many of your IT Management tools have overlapping functionality = you are paying more than once – Have you believed the vendor who said they had a tool that perfectly matches your requirement and can take away all your troubles overnight ….. – Did you ever think … well I am using ITIL and the vendors tool is ITIL based so it has to work together 15
- 16. Difficult questions – Have you ever highly customised a tool and then complained you don’t get the ROI and Value you expected? – Have you ever bought a tool and then though I could use this to do something else ….not what the tool was designed for ….. But it would save me buying another tool – Have you ever looked across your organisation and noticed many of your IT Management tools have overlapping functionality = you are paying more than once – Have you ever believe the vendor that has the tool that perfectly matches your requirement and can take away all your troubles overnight ….. Well those specific troubles – Did you ever think … well I am using ITIL and the vendors tool is ITIL based so it has to work – Have you ever jumped on the latest trend and bought the greatest and the latest only to find it was out of date a few months later 16
- 17. Difficult questions – Have you ever highly customised a tool and then complained you don’t get the ROI and Value you expected? – Have you ever bought a tool and then though I could use this to do something else ….not what the tool was designed for ….. But it would save me buying another tool ? – Have you ever looked across your organisation and noticed many of your IT Management tools have overlapping functionality = you are paying more than once ? – Have you ever believe the vendor that has the tool that perfectly matches your requirement and can take away all your troubles overnight ? – Did you ever think … well I am using ITIL and the vendors tool is ITIL based so it has to work? – Have you ever jumped on the latest trend and bought the greatest and the latest only to find it was out of date a few months later? – Have you ever stepped back and looked at what you need across the entire IT Lifecycle to truly make IT flow 17
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- 19. Looking at IT4IT through the Value Chain lens A single prescriptive architecture – Making IT Flow! P r o c e s s T o ol Core IT Cloud P r o c e s s T o ol DevOps P r o c e s s T o ol SIAM P r o c e s s T o ol Security P r o c e s s T o ol Mobility P r o c e s s T o ol Service Portfolio Component Portfolio Demand Component Proposal Component Policy Component Defect Component Requirement Component Project Component Test Component Build Component Source Control Component Change Control Comp. Problem Component Incident Component Event Component Diagnostics & Remediation Component Usage Component Chargeback / Showback Comp. Strategy to Portfolio Requirement to Deploy Request to Fulfill Detect to Correct Offer Mgmt. Component Offer Consumption Component Service Archite- cture Policy Require- ment Scope Agree- ment IT Initiative Portfolio Backlog Item Source Conceptual Service Blueprint Concep- tual Service Logical Service Blueprint Test Case Defect Offer Service Release Build Service Catalog Entry Desired Service Model Usage Record Fulfill- ment Request Sub- scription Charge- back Contract Request Problem/ Known Error Incident Event Service Monitor Run Book RFC Service Monitoring Comp. Catalog Composition Component Shopping Cart Enterprise Architecture Component Service Design Component Fulfillment Execution Comp. Request Rationalization Component Configuration Management Component Release Composition Component Service Level Component Service Contract Actual Service CIs Service Release Blueprint Build Package Build Package Component Multiple parallel projects / conflicting resource requirements Escalating cost Almost impossible to control A CIO nightmare A single landscape view to align all projects and delivery Cost reduction Control A CIO dream 20
- 20. Leveraging your existing ITSM investment 20
- 21. Leveraging you existing investments – answer a few questions – What solutions do you have delivering ITSM? – What capabilities do the solutions deliver? – Which value stream do they fit in? – Do they deliver the what IT4IT stream defines? – Are they integrated as the value streams / chain defines? – Do you use a common data model? – Have you got a common service backbone? – Have you got overlapping functionality? – Have you got missing functionality or integrations (broken value streams) ? 21
- 22. D2C 22
- 23. Removal of Manual intervention results in significant efficiency gains (D2C) App Response Time Slow J2EE DB Connection Failing Oracle Slow Query Time Ticket #3 Ticket #1 Ticket #2 App Expert Java Expert DB Expert Manual Resolution or Change Process Human Error re-work Close Incident Database Problem Close Incident Automatic Resolution / Change Flow Runbook resolution process Automatic resolution App Response Time Slow J2EE DB Connection Failing Oracle Slow Query Time Cause Symptom Symptom Auto Event Correlation Event correlation Ticket #1 DB Expert or Operations Bridge Auto assignment M a n u a l A u t o Detection
- 24. Words of caution - Over optimisation leads to systemic waste 24
- 25. Some potential ways of leveraging your existing IT Service Management investment – IT Value chain IT Management tooling landscape review – Missing functionality – Overlapping functionality – Over Optimisation – Missing integrations – Functionally provided sub optimally (customised tools) – IT Value chain contractual reviews – Analyse supplier responsibility – Analyse overlapping responsibility – Analyse missing responsibilities – It4IT Value Chain / Value stream optimisation – Making IT Flow – One IT4IT reference architecture many uses – Cloud, SIM, Devops etc 25
- 26. Transforming IT with IT4IT impacts every aspect of your organization Change the lens in which you view your business IT Value Chain approach IT Value Chain Faster BetterCheaper Safer Customer centric AutomateSecure Multi- source Agile
- 27. Useful links 27 The Open Group IT4IT™ forum http://www.opengroup.org/IT4IT The Open Group IT4IT™ Collaboration Site http://www.it4it.com IT4IT™ The New Reference Architecture for Managing the Business of IT – Webinar (recorded) https://www2.opengroup.org/ogsys/catalog/D139 The IT4IT™ pocket Guide http://www.vanharen.net/9789401800303/The_IT4IT% E2%84%A2_Reference_Architecture,_Version_2.0_% E2%80%93__A_Pocket_Guide_(english_version)?es_ p=855690 The Open Group IT4IT Consulting Services http://www8.hp.com/uk/en/software-solutions/it4it- value-chain/services.html IT4IT eBook http://h20195.www2.hp.com/V2/GetDocument.aspx?d ocname=4AA5-8970ENW HPE IT4IT reference implementations https://softwaresupport.hpe.com/document/- /facetsearch/document/KM01834289 HPE Software Solution and integration Portal https://hpenterprise.sharepoint.com/teams/aztec/Portal /index.html Hewlett Packard Enterprise Twitter #IT4IT #ogIT4IT Linkedin The Open Group IT4IT LinkedIn page https://www.linkedin.com/groups/Open-Group-IT4IT- Forum-6785651/about Tony Price @TonyPriceAtWork John McDermott @JohnFMcDermott1 Social Media
- 28. In summary 28 Introduction to IT4IT Some difficult questions Making IT4IT real whilst leveraging you existing ITSM investment Useful resources Questions
- 29. Questions ? 29