IT4IT : A Unifying Framework

Transcription

1 IT4IT : A Unifying Framework Bridging traditional & digital technology management to create FLOW All slides copyright ValueFlow IT unless otherwise annotated Date: Presenter: 21 June 2017 Dave Favelle

2 Our accelerating divide Business View Disruption Velocity XaaS Cost Security Perception: IT is not up to it Technology View Cloud busy Agile Cadence Risky business ITSM still Silos (???) Perception: business doesn t understand Hang on: haven t we seen something like this before?

3 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

4 Beware The New Silver Bullets Bi-Modal DevOps Cloud IT4IT? Binary answers are seductive but overly hopeful This is re-engineering work. Commercial in Confidence 4

5 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

6 Enough Pre-amble: So what is IT4IT (V2.1)!!? Change to Backbone in the center instead of Reference Architecture IT4IT is a trademark of The Open Group 6

7 Value Streams Give Big Insights Request Customer Deliverable Information Flow Work Flow F e n c e p o s t Process Function LT = 1 day PT = 10 min %CA = 50% Process Function LT = 1 day PT = 10 min %CA = 50% Process Function LT = 1 day PT = 10 min %CA = 50% F e n c e p o s t Total LT = 3 days PT = 30 min Activity Ratio = 2% Timeline 1 day 10 min 1 day 10 min 1 day 10 min %CA = 12.5% 7

8 IT4IT Version 2.1 reference architecture level 1 Strategy to E nterprise Architecture E nterprise Architecture Requirement to Deploy Request to Fulfill Detect to Correct Defect Defect This diagram is based on material developed by the IT4IT Forum of The Open Group J an 2017 Key functional component Entity relationship model object Key data object S2P R2D R2F Auxiliary data object IT4IT version: 2.1 IT4IT is a trademark of The Open Group D2C Policy R equirement Test Offer Consumption Problem Policy Requirement Tes t Cas e S hopping Cart Problem, Known E rror S cope Agreement Propos al Demand Backlog Item S ource IT Initiative Source Control Project Build Build Build Package Build Package Offer Management Offer Catalog C ompos ition S ervice Catalog E ntry Reques t R equest R ationalization S ubs cription Chargeback Contract Us age Record C hargeback/ Showback Chargeback Record Usage S ervice Contract S ervice Level Diagnos tics & R emediation Run Book E vent E vent Monitoring S ervice Monitor Des ign R elease C ompos ition Fulfillment F ulfillment E xecution Reques t RFC Change Control Configuration Management Conceptual S ervice Logical S ervice S ervice Releas e S ervice Releas e Blueprint Des ired S ervice Actual S ervice 8

9 IT4IT Detect to Correct value stream level 2 S2P R2D R2F D2C Release Composition Release Blueprint Requirement to Deploy n:m Contract (Template) Contract (Instance) Request Rationalization Subscription Request to Fulfill Contract (Template) Offer Management Request to Fulfill RFC Functional K ey Functional Auxiliary 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 E ntity Relationship Record Fabric Integration E ngagement Data Flow Current P ractice Offer Consumption Request to Fulfill Level Status Usage Request to Fulfill Level n:m Contract 1:1 KPI Self- Support Request to Fulfill RFC Defect Defect Requirement to Deploy Defect Defect Backlog Item 1:1 1:1 1:1 Demand Backlog Item 1:n Strategy to Status Usage Business / IT Measurement Business Measurement () 1:n Monitoring Monitor Event Event Event 1:n n:m Interaction n:m Problem n:m Problem Problem, Known Error RFC 1:n Change Control RFC Monitor Discovery 1:n n:1 Actual n:m Run Book Run Book Run Book n:m Knowledge Fulfillment Execution Fulfillment Request 1:n Request to Fulfill Desired Actual 1:1 1:1 Configuration Management Actual n:m n:m n:m n:m RFC Diagnostics & Remediation Run Book Knowledge & Collaboration Knowledge n:m Conversation Supporting Function 10 IT4IT is a trademark of The Open Group 9

10 COBIT IT4IT: An umbrella for other standards Strategy to Enterprise Architecture Policy Requirement to Deploy Request to Fulfill Detect to Correct TOGAF Requirement Defect SAFe, Scrum, PRINCE2, PMI Test Offer Consumption ITIL Problem Proposal Source Control Build Offer Management Request Rationalization Chargeback/ Showback Level Event Demand Project Build Package Catalog Composition Catalog Entry Usage Diagnostics & Remediation Monitoring Conceptual ArchiMate Logical Design Release Release Composition Release Blueprint UML Fulfillment Execution Desired Change Control Actual Configuration Management

11 Architecture Enterprise Architecture ITIL, Queues, Metrics & the Challenges of Flow Policy Policy Requirement Requirement Q Defect Defect Q Shop / Buy / Pay / Manage Shopping Cart Knowledge Item Knowledge & Collaboration Problem / Known Error Problem ITIL Q Q ITIL IT Contract Proposal ITIL IT Project Project Q Test Case Test Catalog Aggregation & Offer Mgmt. Offer Request Q Request Rationalization Subscription Chargeback Contract Chargeback / Showback Event Event Q ITIL Demand Development Build Usage Diagnostics & Remediation Monitoring Demand Q Source Build Usage Record Run Book Q Monitor Conceptual Conceptual Blueprint Strategy to Logical Blueprint Design Design Package Release Design Q Release Release Package Release Blueprint Catalog Composition & Design Catalog Entry Fulfillment Request Q Fulfillment Execution Requirement to Deploy Request to Fulfill Detect to Correct Desired Model RFC Change Control Q ITIL Actual CIs CMDB ITIL

12 12 Assume XaaS: Continuous Delivery Is Our Target Idea Continuous delivery is a set of practices and principles aimed at building, testing, and releasing software & related services faster and more frequently Value DevOps Practices Lean Startup (build measure learn) Agile (Development) Scrum, Kanban (process) XP (Engineering) ITSM & Operations Principles Lean (End to End Flow) How can ITSM best serve the value stream?

13 IT Operating Model for a Digital Future Business Strategy IT Strategy, EA & Governance Technology & Sourcing Roadmaps 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 Leadership & Culture Organisational Design Engagement Model & Demand Brokerage & Partner Integration IT Operating Model (target), Medibank Assets & Sourced s (Internal & Partner Sourced s) ValueStreams & Capabilities - Requirements to Deployment - Request to Fulfill - Detect to Correct Governance Management Tooling Automation Measurement & Improvement 13

14 Pace Layers: A new way of looking at IT portfolios Facebook presence Sentiment analysis service iphone App Droid App Open innovation submission box Product review service System of Innovation Recommendations engine Fast Lane driven by market cadence and requiring a rapid release cycle Customer Processes & systems R&D and Product development Processes & systems System of Differentiation Configurator Medium Lane driven by ability to absorb business i.e. internal cadence Customer Product Suppliers Orders System of Record Source: Gartner 2011 Steady Lane driven by product upgrades and business transformation

15 led IT Management Capability Development 1. Discover & Analyse Capture data: Business drivers Delivery/Sourcing Models Existing cadence fitness Resource Types Architectural complexity Family Family Family A Family Family Family B Family Family Family C Analyse all s work to find service families with similar attributes and value stream requirements Family Family Family n 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 Value Stream Designs Supporting Capability Designs Organisational Change Plans Informs Target of Value Streams & Capabilities 3. Implement Value Stream Designs & Supporting Capabilities Prioritise Value Streams Deliver capabilities via Scrum & Kanban Measure performance Revise and continue

16 ITSM Tool Chain for Support (D2C) Planned for removal Collaboration SMS Phone MS Sharepoint Skype Connect Conversation Self- Support Portal Voice Biometrics Enquiry Knowledge SDM Intranet MS Sharepoint Knowledge Does not fully support capability, change required Fully supports capability, keep Future addition, consolidation opportunity Portal Knowledge SDM Problem Problem SDM Problem CIs Discovery BA ITOM Monitoring Notification Foglight Splunk Event Solarwinds Event VMWare vrops Runbook Diagnostics & Remediation Splunk Alert Orchestration VMWare vrealize Knowledge RFC Change Control SDM Change Changed CIs Configuration Management RFC Integration https REST, Web s Reporting Mailtron Enterprise ESB? Foglight Splunk Solarwinds Event RFC Runbook Level SLM SDM Configuration Performance MS SCCM Remediation Business Objects XI MS Access Performance Analytics MS Excel Ivanti Xtraction 360

17 ITSM Tool Chain for Request (R2F) Collaboration SMS Phone MS Sharepoint Portal Offer Management MS Word Catalog Catalog Composition MS Word Catalog Level SLM Skype Connect Knowledge Offering Catalog Item Conversation Contract Notification Self- Portal Portal Offer Consumption SDM Request SDM Fulfillment Execution VMWare vrealize Workflow Cloud Mgmt Shopping Cart Catalog Request Request Tasks Vendor Mgmt ITOM Subscription Enquiry RFC Orchestration Knowledge SDM Intranet MS Sharepoint Knowledge Change Control SDM Changed CIs Configuration Management SDM Configuration Usage SDM Change MS SCCM Chargeback Financial Mgmt Performance Analytics Asset Mgmt Usage Cost CIs Discovery BA Integration https REST, Web s Reporting Business Objects XI MS Access Performance Analytics ITOM Mailtron Enterprise ESB? MS Excel Ivanti Xtraction 360 Planned for removal Does not fully support capability, change required Fully supports capability, keep Future addition, consolidation opportunity Fulfillment Performance

18 Value Stream Design Elements Inputs Design Elements Customer Scenarios Event Valuestream Mapping on Current State Upstream / Downstream Data Sources OOTB Capability Problem Commercial in Confidence 18

19 IT4IT Assessment for Executives Company Priorities Risk Productivity Growth Cost Relative Opportunity Low Medium High 4 Strategy to Plan 3 Requirement to Deploy Build Align Strategy Rationalize Prioritize Backlog Manage Investments Requirements Develop Test Deploy Ann e 2 Request to Fulfill Deliver 1 Detect to Correct Run Define & publish Order a service Route & fulfill Measure & charge Detect Diagnose Change Resolve Michael John Slide provided by Mark Bodman IT4IT Forum Member

20 Safeway IT4IT Rationalization Slide provided by Mark Bodman IT4IT Forum Member

21 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 STRATEGY TO PORTFOLIO Strategy & Innovation Filter & shape Demand REQUIREMENT TO DEPLOY Project Design & Develop Test Deploy Single System of Record Operations Management Level Management Applications Management Infrastructure Management Availability, Capacity & Continuity Management ICT Governance Risk & Compliance Management Security Management Technology Business Management Supplier Management Financial Management Config & Asset Management Resource Management REQUEST TO FULFILL Publish Request Fulfil Recharge DETECT TO CORRECT Monitor & event Knowledge Problem Change PLAN BUILD DELIVER RUN Functional & Integrated Functional but decoupled Functional Gap and decoupled Not evaluated

22 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 s 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

23 Questions/discussion 23

24 Resources for Goats ;-]