IT4IT: ITSM for Grown-Ups - Professional...

SESSION 108 Wednesday, November 2, 10:15 AM - 11:15 AM

Track: The Specialist

IT4IT: ITSM for Grown-Ups

Kathryn Howard ITSM Consultant,Visual Explanations [email protected]

Session Description

Traditional IT departments, with silos organized around deep disciplines, policies, and processes, won;t work for tomorrow’s world. Most IT departments include specialist groups that speak their own dialect with struggle to agree on shared goals and values. Because of this, it’s hard to deliver optimal business outcomes. This session will help you break down the barriers and harness the power of IT4IT, a high-level standard for managing the whole of IT with an enterprise service-centric architecture. By applying the guiding principles and IT4IT’s operating model from the top down, ITSM will step up to be tomorrow;s stewards of information technology. (Experience Level: Advanced)

Speaker Background Kathryn Howard has thirty years of experience in IT service delivery/management, implementing policy/process and service improvement change programs in many prominent Australian financial institutions and telecommunications providers. She has presented at many itSMF conferences around the world, as well as PINK, SITS, and ISACA. Kathryn serves on the itSMF Australia board, and she is committed to enhancing the customer experience evolution through adoption of standards and frameworks.

mailto:[email protected]

Session 108: IT4IT-ITSM for GrownUps

Kathryn Howard

http://about.me/kathrynhoward

@KathrynHoward

@ITSM_Catwoman


@KathrynHoward

@ITSM_Catwoman

Kathryn Howard

Attribution: Wikimedia Commons Los Angeles County Museum of Art

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Photo Attribution: Public.Resource.Org (Smithsonian Institute)


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Insanity is doing the same thing and expecting a different result

Albert Einstein

Photo Attribution: Flick C♥naa Photographies creative commons


@KathrynHoward

@ITSM_Catwoman

It is not necessary to change. Survival is not mandatory

Dr. W. Edwards Deming

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8 |

An IT Service

Is made up of people, processes and technologysupporting one or more customer’s business processes

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@KathrynHoward

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OK, I’m

listening.

Service

Management

can do this?

10 |

19901985 1995 2000 2005 2010 2015

2011 IT4IT Consortium established

2013 IT Reference Architecture published

2012 IT Value Chain published

1988 GITMM Govt IT Infrastructure Mgmt Method

1989 ITIL & formalised HelpDesk

1991 ITIMF “IT Infrastructure Management forum”

1997 itSMF “IT Service Management Forum”

2000 BS:15000 standard

2001 ITILV2 Service Delivery & Support

2005 ISO/IEC 20000 standard

2007 ITIL V3 - formalised service management lifecycle

2009 Service Integration

2011 ITIL 2011

2013 SIAM

2015 IT4IT v2 published

Photo Attribution: Pixabay.com


@KathrynHoward

@ITSM_Catwoman

Run IT as a BusinessDeliver IT value

http://about.me/kathrynhoward@KathrynHoward

@ITSM_Catwoman

IT4IT….."It will provide a vendor-neutral, technology agnostic and industry agnostic reference architecture for managing the business of IT.

It will give prescriptive guidance on how to design, procure and implement the functionality needed to run IT.

The end-to-end, ‘how to’ emphasis of the IT Value Chain and IT4IT Reference Architecture also enables the state of services that IT delivers to be systematically tracked across the service lifecycle."


@ITSM_Catwoman


@ITSM_Catwoman

IT4IT StandardAllows focus on IT’s business role: delivering services to make the organization more competitive and an innovation enabler

Foundation to base an IT operating model

Blueprint to accelerate transition to IT becoming a service broker addressing strategic multimodal challenges

Value chain & architecture to represent an IT service lifecycle

Missing link between industry best practice technology frameworks & tools managing the IT ecosystem


@ITSM_Catwoman

Who benefits?Business (including IT users) – smooth IT operation

IT Function – good tools, data & processes to support them

IT Management – efficient/effective development & management of IT management systems/tools

IT Service Providers – blueprint for optimisation/streamlining delivery through the IT service lifecycle & ecosystem

IT Tool Vendors – visibility of alignment, simplified integration and lower cost delivery


@ITSM_Catwoman

Strategyto Portfolio

Requirementto Deploy

Requestto Fulfil

Detectto Correct

Conceptual Service Model

LogicalService Model

RealisedService Model


@ITSM_Catwoman


@ITSM_Catwoman

S2P: Strategy to Portfolio

S2P: Strategy to PortfolioManage IT Portfolio & Investment for Business Innovation

• Portfolio balanced & brokered strategically

• Unified view - Service Portfolio, Project Portfolio & enterprise architectures (data, information, technology, service)

• Improved decision making & data quality

• Business communication improved

• Roadmap & KPIs


@ITSM_Catwoman

Activities

• Strategy

– Objectives

– Biz & IT roadmaps

– Policies & Standards

• Service Portfolio

– Architectures

– Portfolio rationalisation

– Service blueprints

• Demand

– Consolidate

– Prioritise

– Anticipate


@ITSM_Catwoman

• Selection

– Governance

– What-if analysis

– Value: benefit vs risk

S2P: Strategy to Portfolio


@ITSM_Catwoman

S2P: Strategy to PortfolioValue• Holistic demand view

• Business Priorities

• Consistency of Data

• Visibility & Traceability

• Communication

KPI’s• New investment vs maintenance

• CapEx vs OpEx

• Planned vs Actual

• Tracking Demand

• Customer satisfaction

• Compliance


@ITSM_Catwoman

R2D: Requirement to Deploy

R2D: Requirement to DeployPrioritise to Build Best Services & Deploy

• Framework to create, modify or source

• Multimodal support

• Transparency: quality & cost

• Continual integration with controls


@ITSM_Catwoman

Activities

• Plan & Design– Project plan– Service model– Functional/Technical requirements

• Develop

– Multimodal: waterfall, agile…..


@ITSM_Catwoman

• Test

• Deploy– Release Mgmt.– Knowledge Mgmt.– Security & Access Mgmt.

R2D: Requirement to Deploy

Value

• Reuse

• Speed to market

• Supplier traceability/accountability

• Financial transparency

• Compliance

• Predicable quality, cost, risk


@ITSM_Catwoman

R2D: Requirement to DeployKPIs

• Automated delivery

• Project timeliness

• Successful Releases

• Emergency Changes

• Defects


@ITSM_Catwoman

R2F: Request to Fulfill

R2F: Request to FulfillManage Service Catalogue & Multisourced Provisioning

• Transition to service broker model

• Multisourced catalogue

• Efficient total cost

• Measure multi providers


@ITSM_Catwoman

Activities

• Design & Publish– SLA– Catalogue & Pricing

• Subscribe– Self-service– Portal– Customer experience


@ITSM_Catwoman

• Fulfill– Automated deployment– Change, Asset & Configuration

Management integration

• Measure– Usage– Chargeback– Customer

Satisfaction

R2F: Request to Fulfill

Value

• Self-serve consumption

• Automation of subscription

• Combined multi provider catalogue

• Service Brokership

• License optimisation


@ITSM_Catwoman

R2F: Request to FulfillKPIs

• Self-Serve Requests

• Incidents

• Successful Deployment

• Automated delivery


@ITSM_Catwoman

D2C: Detect to Correct

D2C: Detect to CorrectIT Operations integration for issue identification/resolution

• Enhanced & efficient service operations

• Shared configuration model with e2e visibility

• Preempt incidents

• Improved availability


@ITSM_Catwoman

Activities

• Detect– Alerting & event management

• Diagnose– Root cause– Business impact– Escalation


@ITSM_Catwoman

• Change– Risk analysis– Approvals

• Resolve– Implementation– Verification

D2C: Detect to Correct

Value

• Common language with consistent data and knowledge

• Traceability

• Business risk defined

• Reduced MTTR

• Reduced duplication


@ITSM_Catwoman

D2C: Detect to CorrectKPIs

• Improved RCA & CA

• Automated incident resolution

• Reduced incident escalation

• Reduced change related incidents

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Arch

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Delivery Control

Release ResolutionRelationship

ValidationISO20000

Operation Continual Service

Improvement

Strategy Design Transition

ITILEfficiencies of process

Evaluate Direct Monitor

Align Plan Organise

Build Acquire Implement

Deliver Service Support

Monitor Evaluate Assess

COBITControl and governanceIT4IT

Strategy to Portfolio Requirement to Deploy

Supporting Activities

Request to Fulfil

Detect to Correct

Value Chain


@KathrynHoward

@ITSM_Catwoman



Requestto Fulfil

Detectto Correct

Business Relationship

Strategic Management

Demand Management

Service Portfolio Management

Access Management

Transition Planning & Support

Design Co-ordination

Service Validation & Testing

Request Fulfillment

Service Catalogue Management

Event Management

Incident Management

Problem Management

Service Strategy

Service Transition

Service Design

Capacity Management

Change Management & Change Evaluation

Release & Deployment Management

Service Operation


@KathrynHoward

@ITSM_Catwoman



Requestto Fulfil

Detectto Correct

Manage IT framework

Manage Programmes & Projects

Manage Strategy

Manage Enterprise Architecture

Manage Innovation

Manage Portfolio

Manage Relationships

Manage Availability & Capacity

Manage Requirements DefinitionManage Solutions Identification & BuildManage Organisational Change Enablement

Manage Changes

Manage Change Acceptance & Transitioning

Manage Knowledge

Manage Service Agreements

Manage Service Requests and Incidents

Manage Operations

Manage Security

Manage Problems

Manage Continuity

Align, Plan & Organise

Build, Acquire & Implement

Deliver, Service & Support


@KathrynHoward

@ITSM_Catwoman

Str

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Reference Architecture

Managing Queues


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Can IT4IT TRANSLATE

HIEROGLYPHICS?

Supporting Process & Capability

Governance, Risk & Compliance

Sourcing & Vendor

Intelligence & Reporting

Security Management

IT Service Continuity Mgmt

7 Step Improvement

Service Level Management

Supplier Management

Knowledge Management

Finance & Assets

Resource & Project

Financial Management

Service Asset & Config Mgmt

Capacity Management

Availability Management

Service StrategyService TransitionService DesignContinual Service Improvement


@KathrynHoward

@ITSM_Catwoman

Supporting Process & CapabilityGovernance, Risk & Compliance

Manage Risk

Manage Security Services

Manage Business Process Controls

Manage Security

Manage Continuity

Ensure Governance Framework Setting & Maintenance

Systems of Internal Control

Ensure Benefits Delivery

Ensure Risk Optimisation

Ensure Resource Optimisation

Ensure Stakeholder Transparency

Compliance with External Requirements

Sourcing & Vendor

Service Level Management

Manage Suppliers

Finance & Assets

Manage Assets

Manage Configuration

Manage Budget & Cost

Resource & Project

Manage Availability & Capacity

Manage Programs & Projects

Manage Human Resources

Intelligence & Reporting

Manage Quality

Performance & Conformance

Align, Plan & Organise

Build, Acquire & Implement

Deliver, Service & SupportEvaluate, Direct & Monitor


@KathrynHoward

@ITSM_Catwoman


@ITSM_Catwoman

Service delivery approach

Clear identification of bottlenecks, gaps & duplication

Based on systems thinking value chains

Common language and data model

Strategic transformation enabler

Be curiousLearn more at http://www.opengroup.org/Assess readiness: current capabilities, gaps & duplicationDevelop a business case for IT4IT(potential alignment - SMO, PMO or other governance group)


@KathrynHoward

@ITSM_Catwoman

Photo Attribution: (Flickr) kf_photographie


@KathrynHoward

@ITSM_Catwoman

Curiosity killed the cat

But satisfaction brought it back

http://www.opengroup.org/

Photo Attribution: (Flickr) kf_photographie


@KathrynHoward

@ITSM_Catwoman

Thank you for attending this session.

Please don’t forget to complete an evaluation for this session!

Session 108: IT4IT-ITSM for GrownUps

Evaluation forms can be completed electronically on the

FUSION 16 Conference App.


@KathrynHoward

@ITSM_Catwoman

IT4IT: ITSM for Grown-Ups - Professional...

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