IT Service Management Reference Architecture Series Hybrid Management Version number: 1.0 Final as of: 16 November 2015 Classification: Public Printed on: 26 Jan 2016 Author: Kevin S Green (kevingr@us.ibm.com) Solution Architecture IBM Systems - Middleware Co-Author(s) Sponsor: Enrico Vannini Mohammad Ahmed Detlef Kleinfelder Isabel Sippli Mark Leftwhich Ingo Averdunk (averdunk@de.ibm.com) Distinguished Engineer CTO Client Success IBM Systems - Middleware Subject: IT Service Management Reference Architecture Page 1 of 17
Contents 1. Executive Overview... 3 2. Introduction... 4 3. Considerations and Motivation (Business Value)... 5 3.1 Why Hybrid IT... 5 3.2 Hybrid IT Considerations... 5 4. Real World Scenarios / Use Cases... 7 4.1 Financial Savings... 7 4.2 Integration Systems of Records and Systems of Engagement... 7 4.3 Acquisition... 8 4.4 Service Level Agreement... 8 5. ITSM Reference Architecture for Hybrid... 9 5.1 IBM ITSM Reference Architecture... 9 5.2 ITSM Reference Architecture Benefits... 10 5.3 Key Capabilities of the ITSM Reference Architecture... 10 6. IBM s Hybrid Management Solution... 12 6.1 ITSM Reference Architecture for Hybrid Management Solution Overview... 12 6.2 Solution for Financial Cost Savings... 13 6.3 Solution for SoE / SoR Environments... 13 6.4 Solution for Acquisitions... 13 6.5 Solution for Service Level Agreements... 14 7. Implementation Methodology... 15 7.1 Getting Started with Hybrid Management... 15 7.2 Recommended Implementation... 15 7.3 General Planning... 15 8. Summary... 16 9. References... 17 Subject: IT Service Management Reference Architecture Page 2 of 17
1. Executive Overview The last few years has seen an increase in cloud usage. Enterprises like yours worldwide are leveraging cloud more and more for IT Services and computation needs. In 2015, 42% of the IT decision makers increased spending on cloud computing. 1 If your enterprise is like most others, you already have existing on-premise IT Systems. As you initiate strategic drivers to further your cloud usage, your enterprise will be increasing its hybrid IT environment (an IT environment containing both cloud and on-premise based IT systems). The IBM Information Technology Systems Management (ITSM) Hybrid Reference Architecture enables your enterprise to control, automate and visualize both cloud and on-premise environments. These actions assure that hybrid based applications work optimally and avoid costly outages. In this paper we will explore some strategic drivers summed up in a few real world scenarios that enterprises like yours are experiencing. We will also detail how the ITSM Reference Architecture assures the availability and performance of key applications that are adapting this hybrid environment. 1 See section 9 of this document for a link to this quote. Subject: IT Service Management Reference Architecture Page 3 of 17
2. Introduction Today most enterprise roadmaps are now hybrid and more than 65% of enterprises will commit to hybrid in 2016 per analyst firm IDC 2. Hybrid IT refers to IT environments that are comprised of both on-premise and cloud resources. Enterprises in most industries are rapidly moving to models where applications are hosted in a mixture of on-premise physical infrastructure, and cloud Infrastructure (public and private, Infrastructure as a Service, Platform as a Service etc.). If your enterprise is to assure that on-premise or cloud resources work optimally and are available you will turn to system management solutions. Systems management is the practice of using technology to visualize, control and automate the running of IT systems and associated applications that process all aspects of your business. The systems that run your enterprise s business applications and are the target of systems management are referred to as manage-to systems. The systems that run the systems management application are referred to as manage-from systems. The most prominent drivers for moving manage-to application workloads into the cloud are seen in use cases such as: Cost savings, new Revenue opportunities and growth (organic ie within your enterprise or inorganic via acquisition by your enterprise). Cloud environments can provide infrastructure at dynamic scale to enable growth that is hard to achieve with limited on-premise infrastructure. Also, with a pay-per-use model you can decrease your capital expenditures and pay only for the resources needed at a certain point in time. Often, such new application workloads still need to integrate with existing on-premise applications, e.g. to get access to necessary data. However, besides a hybrid nature of the manage to applications, enterprises like yours are also extending managed-from infrastructure to a hybrid model, predominantly for cost saving reasons. Prominent and successful examples are outsourcing of ticketing systems that offer help desk solutions from the cloud given the low risk of exposing vital data. Another example is utilizing SaaS management solutions for applications that have moved to the cloud again given that the manage to application is already utilizing cloud resources there is low risk that managing it with cloud based manage-from resources will cause exposures for your enterprise. As usual your IT department or Line of Businesses (LOBs) must adopt to the changing environments of your business. As hybrid applications are leading the way into this hybrid world, this makes manage to the most important of the two hybrid capabilities. Thus manage-to will be the primary focus of this paper. But your IT department must also control its budgets and discern the best means to manage these hybrid applications. Thus we will also dedicate some focus to this secondary manage-from aspect of the hybrid world! 2 See section 9 of this document for a link to this quote. Subject: IT Service Management Reference Architecture Page 4 of 17
3. Considerations and Motivation (Business Value) Your enterprise will face an increasing amount of hybrid application scenarios due to cloud drivers. However, there will always exist business applications which may never move to the cloud due to security, regulatory policies or performance reasons. As a consequence hybrid environments may be a destination versus a point in time phenomena. Further, your IT Systems Management platform should offer the ability to adapt to any scenario. 3.1 Why Hybrid IT The primary cause for hybrid IT environments is the trend to cloud environments coupled with existing on-premise infrastructures. The cloud trend is inevitable for any enterprise. It is similar to the initial onset of computing, mainframe based computing, the pc era, client server and e-business. All enterprises that are still around have some aspect of these eras implemented. These and cloud technology help your enterprise stay relevant, financially viable and attractive to customers. Hybrid IT leverages both on-premise and cloud environments to give your enterprise optimum benefit. 3.2 Hybrid IT Considerations Here are some additional factors when considering your application and systems management environments: Environments are different by nature: Your on-premise environments can be reached within the firewall, and are usually static. Your cloud environments need to be accessed outside the enterprise s firewall, and are highly dynamic in nature Authorization/Authentication: Your cloud environments operate with different authorization approaches than traditional on-premise environments, e.g. not all cloud providers support user federation from an on-premise LDAP. Application architectures: Your application architecture differences are not necessarily limited to Hybrid environments only, but more likely to find here. Your applications that are built in a cloud native fashion are likely to use different architectures and technologies. Thus your management solution, would need to cover both monitoring of a legacy CORBA system, as well as a Node.js server. Hybrid environments are very complex. You need tools that can handle this complexity. And you need partners that have the stability to deliver systems management tools to help you navigate this complexity for the long haul. Your transition will not be a big bang, it will be gradual. You need to assure that your systems management solution has the vision to assist you despite your pattern. You should understand where cloud manage from tools run. Are your system management tools hosted locally? Is it ok for them to be hosted overseas with your data transferred there? Your management solution should not be changed or affected seriously if the workload will be moved from on-premise to cloud or vice versa. The same is true for changing the service provider. Your flexibility of platform choice should not be influenced by the impact on the applied service management approach. Finally it does not matter if your manage from environment is actually cloud based or on-premise itself or hybrid, the benefits of having a single pane of glass is the key criteria in this scenario. Subject: IT Service Management Reference Architecture Page 5 of 17
ITSM solutions addressing a hybrid manage to environment need to provide solutions to these challenges. We will show in the remainder of this document how IBM s ITSM Reference Architecture based solutions provide answers. Subject: IT Service Management Reference Architecture Page 6 of 17
4. Real World Scenarios / Use Cases Enterprises are experiencing many business drivers that require implementation of a hybrid IT environment. A few of those drivers summarized into major use cases are discussed below to help you comprehend why hybrid management solutions are needed. 4.1 Financial Savings One of the major use cases for movement to cloud based environments is for financial cost savings. Your enterprise can achieve financial savings for usage of information technology across your entire organization including the IT department and Lines of Business. Cloud based savings can reduce implementation and maintenance costs for your information systems running both applications exposed to your external customers (i.e, company s public web site) and your internal customers. There are multiple types of specific financial cost savings drivers your enterprise can experience by implementing a cloud strategy such as SaaS, PaaS and IaaS adoption. A few examples are: Physical systems costs - by utilizing virtual systems you have multiple virtual images on a single server and thus less running servers. Additional details of this type of savings are o Server security compliance limited scans and patching of systems may be done. o Physical server energy consumption costs Capital Expense / Operation Expense - your company can utilize cloud systems to shift its mixture of capital expense to operational expense and thereby save capital expense. Maintenance - costs for upgrades and hardware repair can be taken on by another company. Logistic and physical space for systems supporting servers, including maintenance costs of these systems (e.g. building lease) Flexibility and scalability: size of Cloud implementation can go up and down easier than for onpremise. Thus you don t maintain excess capacity and the associated expense when you don t need it. Manage from cost savings in addition to enterprise applications moving to the cloud to save expense, your IT department can also reduce its costs by moving the systems management applications to the cloud. All of the above along with the associated expense, and much more will become the responsibility of the cloud provider. These financial savings drivers are examples of primary reasons your business may implement cloud based systems thereby further extending itself beyond on-premise only systems. Thus enterprises find themselves in an ever increasing hybrid model that they need to manage. As these financial cost savings drive your organization to mature in its usage of cloud technology, the key is to assure that your management solution does not disrupt or delay your cost savings. Further the management solution should assure your key applications and systems perform at their best. We will revisit the financial savings use case when we describe how our ITSM Reference Architecture offerings provide financial cost saving solutions. 4.2 Integration Systems of Records and Systems of Engagement Contrasted to Financial Saving measures to control costs, your enterprise may also seek ways to reach new customers to bring new sources of revenue into the enterprise. Moving to the cloud will help your enterprise secure this new revenue. LOBs within your enterprises may venture into landing applications on smart devices to reach customers. This will require your LOBs to iterate quickly to deliver new features to stay relevant and remain on these Subject: IT Service Management Reference Architecture Page 7 of 17
devices. They must also be able to scale quickly as the number of devices running your LOB applications grows. To enable both the quick iteration and potential for a large scale push to smart devices these organizations turn to cloud based solutions. Further, there are many cloud based development environments that you LOBs are starting to utilize for these purposes. IBM s BlueMix is one such environment. There your LOBs will find all the relevant technology to quickly develop new capabilities. The additional benefit of these cloud based development environments is that they by their very nature offer you the ability to scale. As your business starts to pursue such proactive revenue sources your systems management offering must enable you to manage applications born in these environments. These applications focused on cloud technology with a driver to reach new sources of revenue by operating directly on smart devices like tablet and smart phones are called systems of engagement. These systems of engagement applications typically aren t full function applications. They rely on and are integrated with applications that exist within your enterprises firewall and perform basic functions as they have even before the systems of engagement applications came along. These applications are typically called systems of record applications. They maintain records of information about individual users, accounts etc. Thus the Systems of Engagement working with Systems of Record are another means your enterprise may move into a hybrid IT environment. As these two application environments collaborate together to source new revenue for your enterprise, your systems management offering needs to treat these as one and give you visibility, control and automation end to end. We will describe how the ITSM Reference Architecture provides a solution for this use case. 4.3 Acquisition Another use case that we will explore in our solution section of this white paper has the ability to quickly drive enterprises into a hybrid IT environment. Inorganic growth or acquisitions is one of the fastest ways that your enterprise will quickly find itself in a hybrid scenario. If your enterprise acquires another and one of the two is totally or partially cloud based and the other is on-premise based the resulting enterprise will have to manage a hybrid IT environment. This is typically the case if one the enterprises is smaller and completely born on the web. To provide a single management system and one IT department, your new enterprise will decide to combine these entities. The result is a hybrid IT environment. In such a scenario integration and then consolidation are keys for your enterprise and for your systems management solution. 4.4 Service Level Agreement Service Level Agreements (SLAs) is an example of a technical use case. Such use cases come after other drivers cause your enterprise to implement a hybrid IT environment. If a service level agreement is needed for any of your applications that exists in a hybrid environment, then hybrid systems management for that application is a must. We will discuss how the ITSM Reference Architecture will help your enterprise successfully implement and meet SLAs. Subject: IT Service Management Reference Architecture Page 8 of 17
5. ITSM Reference Architecture for Hybrid This section will cover the reference architecture key features with associated products and the benefits. 5.1 IBM ITSM Reference Architecture Below is a depiction of the IBM ITSM Reference Architecture The ITSM Reference Architecture for Hybrid Management is focused on managing your application environment including both the ❶ on premise and ❷ cloud systems as one integrated environment. This can consist of any combination of on-premise and cloud based systems that run your applications. Your hybrid application environment is the target of ❸ systems management software that is geared to provide you with visibility control and automation of your application environment. Your application environment is instrumented with ❹ monitoring to start the flow of systems management data. The monitoring capability utilizes agents, APIs, protocols and other mechanisms to access metric information from hardware, operating systems, network devices and applications. This information is used to establish thresholds that in turn create events when fault conditions occur. These Subject: IT Service Management Reference Architecture Page 9 of 17
events are processed in multiple ways including correlation and reduction to discern root cause or otherwise isolate problems. Event based and other problem information is utilized to create ❺ incident tickets that are processed to closure and trigger other work efforts that are captured in the ticket system or service desk. The processing of tickets can be performed by human interaction or by established ❼ automation. The processing is enhanced by ❻ analytics that help perform searches of log data and analysis of the data to proactively spot trends. The data, metrics, events and logs that are processed are also warehoused for longer term analysis or reporting. In addition to reporting, ❽ detailed dashboards can be created for any role including subject matter experts and executives providing views into your environment while indicating status and as well business metrics if so desired. 5.2 ITSM Reference Architecture Benefits The reference architecture provides IBM Services a prescriptive approach to implement the hybrid architecture to guarantee success in your environment based on our knowledge and prior implementations. The reference architecture instruments your key hybrid applications and manage all aspects to assure availability and performance. This control of your business operations enables vital applications to run uninterrupted as outages are avoided and performance issues can be noticed and resolved before they impact vital applications. Finally the reference architecture enables establishment of repeatable processes that help your IT business work optimally and efficiently in day to day activities. 5.3 Key Capabilities of the ITSM Reference Architecture Key capabilities that are at the heart of the ITSM Reference Architecture along with the enabling products are described here. Monitoring is the most fundamental building block of service management. Monitoring enables you to observe what is happening within your systems, network and applications. This information is viewable to discern areas needing attention. IBM Performance Management provides resource and application monitoring. Also the Netcool Operations Insight provides network monitoring to discern impact of network issues on application performance and availability. Event management the ability to analyze a stream of events from hardware devices, network devices, operating systems and applications to discern the root cause and filter out noise helps the IT staff to focus upon the problem. Also being able to spot trends on a seasonal basis is another key capabilities. These capacities are associated with the Netcool Operations Insight offering as well. Both the NOI and PM components include analytics to perform searches and predict potential exposures. The reference architecture provides the ability to capture incidents and work them to resolution. This capture of incidents can be automated. Once captured they become the basis of your IT Departments working to resolve issues. The IBM SmartCloud Control Desk implements the incident management system. In addition to capturing incidents the reference architecture offers capabilities to automate the response of problem incidents or system setup. The Run Book Automation offering allows stored processes to be kicked off. Systems Automation provides the ability to setup systems. Vital is the ability to see the health of the IT environment and the health of the supporting business. The reference architecture enables the usage of dashboards for SMEs and executives to pull together key information from several disparate sources. This capability is provided by the companion set of tools called JazzSM. Subject: IT Service Management Reference Architecture Page 10 of 17
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6. IBM s Hybrid Management Solution The ITSM systems reference architecture is comprised of the products outlined in the prior section with the associated diagram. These products can be architected into solutions to address multiple hybrid manage-to and manage-from configurations. Given the understanding of the hybrid challenge that your enterprise may face and the IBM ITSM Reference Architecture we will turn our attention to describing how the reference architecture comes together as a solution address the use cases and considerations discussed earlier. 6.1 ITSM Reference Architecture for Hybrid Management Solution Overview Today s business climate dictates that change in the marketplace will come frequently and fast. The increasing number of hybrid environments represents one of those leading change factors for your enterprise. IBM s ITSM product offerings are designed and developed with a strong cloud first approach to manage your hybrid environments. This integration comes in the form of gateways, APIs and other components to ensure a well-integrated ITSM solution for your enterprise. Below are a few of our design approaches that address considerations previously mentioned. Our offerings are designed to negotiate firewalls to enable you to utilize one offering for both onpremise and cloud environments. We utilize centralize LDAP services such that all our offerings can be authenticated from one central LDAP in your enterprise. And detailed authorization is role based within offerings. We offer robust suite of industry technology coverage to address all types of architectures you may implement in your applications. We also offer API and custom management capabilities for those environments that we may not directly address out of the box. For hybrid environments that are very complex, you need tools that can handle this complexity. And you need partners that have the stability to deliver systems management tool designs to help you navigate this complexity for the long haul. As described in the next section, methodology, we give you the flexibility to instrument systems management at your pace. Our manage-from can be hosted on-premise or on cloud based systems. For cloud solutions we can utilize IaaS environments such as SoftLayer and our SaaS offerings are already available from multiple points of presence to give you the flexibility to run our management software where you need to run it. Our cloud first approach allows you to decide where to run your manage to environment. Your management solution should not be completely changed or extremely impacted if the managed to workload will be moved from on-premise to cloud or vice versa. The same is true for changing the service provider. Your flexibility of platform choice should not be influenced by the impact on the applied service management approach. Finally it does not matter if your manage from environment is actually cloud based or on-premise itself or hybrid, the benefits of having a single pane of glass is the key criteria in this scenario. Subject: IT Service Management Reference Architecture Page 12 of 17
6.2 Solution for Financial Cost Savings As discussed in the real world use cases section of this document, financial cost savings is all about moving workload to the cloud to take advantage of reduced expenses. No matter if you already have systems management implemented or are getting started, there are several key benefits derived from cloud drivers of cost savings. The first benefit that the ITSM Reference Architecture enables that furthers the cost savings is one single and proven infrastructure that is consistently implemented at your enterprise and others. Having the reference architecture allows us to quickly implement the systems management infrastructure and encounter fewer issues as the implementation has been tested and refined. Thus our reference architecture will enable us to not hinder your cost savings drivers, but instead realize them faster and assure that the resulting hybrid environment performs and is available. Also to help you transition to this point the reference architecture can provide you with umbrella or manager of manager functionality until you are able to collapse different aspects of your systems management environment to the reference architecture. For example if you have multiple ticketing systems this capability of the reference architecture can be used to tie together other ticketing systems to quickly give your enterprise an end to end integrated ticketing system until you can move to one standard ticketing system throughout your enterprise. Another benefit of the architecture is that it provides the ability for a single group to handle your hybrid IT environment as opposed to multiple different groups dealing with different products that don t integrate and thereby drive your systems management costs up. These costs can be both direct cost of using different tooling as well as the intangible costs of longer outages because it is harder to isolate a problem because your separate tools don t work together as one cohesive architecture. And of course as the IBM ITSM system management reference architecture allows you to implement IT, the manage from, in a hybrid configuration, you can further your cost savings as you did with your manage to environment. 6.3 Solution for SoE / SoR Environments When the driver to a hybrid IT architecture is your enterprise s need to integrate applications including systems of engagement and systems of record components, seeing that SoE/SoR based application in one pane of glass is crucial. Doing so will help your enterprise to quickly discern and resolve bottlenecks. If your systems management consists of disparate tools then finding problems in such an environment will be more challenging. And that new revenue you were after will not be realized. The ITSM Reference Architecture removes these challenges giving you one pane of glass to visualize both the SoE and SoR aspects of your application at once and immediately drill into problems that impact the overall health of vital applications. 6.4 Solution for Acquisitions In acquisition based drivers to hybrid IT, your enterprise and the other may already have systems management implemented. In such an environment the key will be to integrate these environments that now represent a hybrid configuration. The recommended approach is to bring event management together to see At one of them would have cloud based systems management in place. The question would be which integration point would need to be implemented to drive a single pane of glass across these two environments UI integration, ticket integration, event management integration or monitoring integration. Subject: IT Service Management Reference Architecture Page 13 of 17
6.5 Solution for Service Level Agreements Besides providing you the means by which to measure and report those SLAs the hybrid reference architecture provides capabilities to help your enterprise meet SLAs. To prevent outages the IBM ITSM Reference Architecture offers redundancy and high availability options to prevent outages within itself and provides tooling to operate with manage applications that have infrastructure arranged in a fault tolerant or redundant architecture. Part of the architecture also provides predictive analytics that help detect new types of outages that your established monitoring won t be able to detect because you have not experienced that type of outage previously and don t have the re-occurrence prevention mechanisms in place. Subject: IT Service Management Reference Architecture Page 14 of 17
7. Implementation Methodology Now that you understand some major use cases, their drivers and IBM ITSM Reference architecture solutions we will now pursue how to implement the reference architecture. Key is that this is not an all or nothing architecture. You can mix and match the components of the IBM ITSM Hybrd Reference architecture with your enterprise s or third party components. For best integration and interoperability we recommend a completely IBM ITSM based solution. You can implement as much of the reference architecture as you need. The maturity of your businesses systems management capability should be your guide to discern to what extend you implement the reference architecture. For example if your enterprise is relatively small and doesn t utilize help desk technology today or doesn t see a need for single integrated pane of glass to manage your applications, you might stop at monitoring until your enterprises systems management maturity level increases. 7.1 Getting Started with Hybrid Management The first recommended step for your enterprise to start with management of your hybrid IT environment is monitoring. This would be monitoring of both the cloud and on-premise aspects of hybrid applications. Typically one of the most relevant applications for the enterprise are instrumented with monitoring first. Monitoring provides the base information about resource usage, availability and application performance. Monitoring provides IT staff and application developers with vital information to improve application performance and availability. It is recommended that entire aspects of these key applications are instrumented. This includes servers, operating systems, middleware, applications and network based resources. Starting with this level of systems management will improve application performance and availability. 7.2 Recommended Implementation After you have started with instrumenting a key application or set of applications the next step build out the rest of the reference architecture. The recommended order of implementation is to move next to event management. As with the initial monitoring, analytics are available to help drive superior event management. After establishing event management the next recommended step is incident management. This in turn enables automation Finally dashboards should be established that capture key insight into LOB applications spanning the hybrid environment. These dashboards should incorporate vital metric and business data in the dashboards. 7.3 General Planning The key to hybrid management is to recognize that all aspects of the organization are impacted and that strong change control processes are needed to assure stability in the systems management and business application environments. Subject: IT Service Management Reference Architecture Page 15 of 17
8. Summary No matter the reason your enterprise may be driven into a hybrid environment, your management solution should be flexible enough to enable you to successfully manage your enterprise applications. This should be true no matter where you are on the spectrum of being hybrid and no matter the pace your enterprise desires to move from on-premise to cloud. Further, your management solution should itself enable you to match that mix of on-premise and on cloud to fit the enterprise s needs (exposure to risk). If your management system is only cloud based and it is managing your businesses most highly sensitive data that is protected behind your on-premise firewalls then there is a good chance that management solution may inadvertently expose your sensitive information. For such an application an on-premise system management solution which is also behind your firewall is ideal. At the same time your enterprise may see low risk in having a particular application have all its data on cloud based systems. For example if one of your enterprise applications published flight arrivals and departures worldwide enabling airlines to switch passengers to another airline as conditions necessitate there is low exposure running such an application 100% on cloud systems. In that case your enterprise will want to take advantage of a management system that can also be 100% cloud based. IBM ITSM solutions enable both scenarios. But with the onset of cloud based IT systems your enterprise may encounter both of these infrastructures concurrently. Therefore you need a single management approach for IT service management disciplines as you do not want to split your enterprise into two distinct spaces, causing inefficiencies and disadvantages. Your enterprise needs to unify the administration and management of hybrid environments avoiding the increase of operational complexity or IT staff because of the cloud movement. With IBM providing your ITSM solution you can be assured that no matter how big your applications grow, our systems management solution will be there to help control, automate and visualize how well your hybrid based application portfolio is performing. The management solutions from IBM Middleware - IT Service Management - enables an on-premise, on cloud and hybrid approach allowing your enterprise to move forward at your pace. To get started with the IBM Hybrid Service Management reference architecture contact your IBM representative or contact us at www.ibm.com to engage IBM ITSM personnel to guide you thru the prescriptive steps captured in our hybrid reference architecture. Our hybrid systems reference architecture will successfully deliver a hybrid management solution fit for your enterprise. The result will be a perfectly balanced hybrid system management architecture to fit your enterprises cloud maturity! Subject: IT Service Management Reference Architecture Page 16 of 17
9. References 1. From Page 1 Forbes Quote - http://www.forbes.com/sites/louiscolumbus/2015/01/24/roundup-ofcloud-computing-forecasts-and-market-estimates-2015/ 2. From Page 2 IDC Quote - https://www.idc.com/getdoc.jsp?containerid=prus25350114 This is one element in a series of reference architectures for IT Service Management. For other white papers in the IBM IT Service Management Reference Architecture Series please visit this link: ITSM Reference Architectures Contact Location IT Service Management Alan Keel https://ibm.biz/bdh94h DevOps Robert Hodges https://ibm.biz/bdh9hl IBM Middleware Rod Bowman, Julianne Bielski https://ibm.biz/bdh9hl Communications & Service Provider Dominic Heade https://ibm.biz/bdh9hl Analytics in Service Management William Headlee https://ibm.biz/bdh9hl For other capability based best practices of offerings in the Hybrid Management Reference Architecture please visit www.ibm.com Subject: IT Service Management Reference Architecture Page 17 of 17