How to Realize the Selecting Goals of Contemporary … IT4IT Reference Architecture prescribes...

IT Services Management Framework

Selecting the Best

How to Realize the Goals of Contemporary IT Service Management Frameworks

Enterprise Technology Office

BEST PRACTICES

A look at the key contemporary IT Service Management Frameworks , including ITIL®, COBIT®, IT4ITTM and HCL Gold BlueprintTM (GBP).

IT Services Management Framework

Selecting the Best

Who should read It Every industry practitioner who wants to learn about the existing and emerging IT services management frameworks and wants to know how to bring life to

these frameworks in the real world.

Emergence of Service Management Frameworks

Chapter 1

Table of Content

Existing Service Management Frameworks

Chapter 2

Comparing the Key Service Management Frameworks

Chapter 3

Realizing the Goals of IT Service Management Frameworkswith HCL GBP

Chapter 4

Understanding IT4ITTM and Gold BlueprintChapter 5

About the author

References

Emergence of Service Management Frameworks

he concept of the service management frameworks emerged in 1990s with the surging need of having a process-oriented approach towards service management.

Enterprises realized the strong need to focus on IT service management rather than the management of IT systems, with clear emphasis on continual improvement. Since then, the industry has seen the establishment of many industry organization- and vendor-led frameworks.

Chapter 1

Page12. How to Realize the Goals of Contemporary IT Services Management Frameworks

Existing Service ManagementFrameworks

oday, progressive enterprises have many frameworks to choose from. This book features the following four frameworks:

Chapter 2


1. Information Technology Infrastructure Library (ITIL®)

2.Control Objectives for Information and Related Technology (COBIT®)

3. IT4ITTM

4. HCL Gold BlueprintTM (GBP).

Continual Service Improvement

Continual Ser

vice

Impr

ovem

ent C

ontinual Service Improvement

Service Stategy

Service Design

Serv

ice

Ope

ratio

n

Service Transition

Information Technology Infrastructure Library (ITIL®)

Page15. Enterprise Technology Office

ITIL® is the most widely accepted approach to IT service management in the world. ITIL® can help individuals and organizations use IT to realize business change, transformation and growth. ITIL® advocates that IT services are aligned to the needs of the business and support its core processes. It provides guidance to organizations and individuals on how to use IT as a tool to facilitate business change, transformation and growth.

The term ITIL® has been repeated with each of the lifecycle stages and is overbearing. It should ideally be dropped and we should just have service design and service operation among others.

These five volumes map the entire ITIL® Service Lifecycle, including identification of customer needs and IT drivers, service design and implementation, and service monitoring and improvement.

Source: AXELOS

6. How to Realize the Goals of Contemporary IT Services Management Frameworks

Control Objectives for Information and Related Technology (COBIT®)

Source: ISACA

COBIT® is the business framework for the governance and management of enterprise IT. COBIT® incorporates the latest thinking in enterprise governance and management techniques, and provides globally accepted principles, practices, analytical tools and models to help increase the trust in, and the value from, information systems.

COBIT® is used globally by those who have primary responsibility for business processes, which are dependent on technology and reliable information.

COBIT® can be leveraged to ensure quality, reliability, and control over information and related technology.

IT4ITTM


Efficiency&

AgilityFinance & assets

Intelligence & reporting

Resource & project

Governance, risk and compliance

Sourcing & vendor

IT V

alue

Cha

in

Plan Build Deliver Run

Reference Architecture

Source: The Open Group IT4ITTM Reference Architecture, Version 1.3

The IT4IT Reference Architecture prescribes holistic management of the business of IT with continuous insight and control, enabling Boundaryless Information Flow™ across the entire IT Value Chain.

The IT4IT standard will provide 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 IT4ITTM Reference Architecture also enables the state of services that IT delivers—to be systematically tracked across the service lifecycle.

IT4ITTM Reference Architecture

Comparing the Key ServiceManagement Frameworks

o understand what suits your requirement, it’s important to understand the approach that each one of these frameworks follow.

Chapter 3


Process-led Governance and risk management

Value-chainbased

5 lifecycle ‘stages’and 27 processes

5 domains and37 processes

4 value chains streams mapped

to 4 phases within 5 functional areas

ITIL®Service Lifecycle Stage COBIT® IT4ITTM

ServiceManagement

Approach

Key Stages / Processes /

Domains / Streams


ITIL Service Strategy

Evaluate, Direct & Monitor

Align, Plan and Organize

Strategy toPortfolio

ITIL ServiceDesign

ITIL ServiceTransition

ITIL ServiceOperation

Continual ServiceImprovement

Monitor, Evaluateand Assess

Implied

Deliver, Service and Support

Request toFulfill

Detect toCorrect

Implicitly usesITIL CSI

Build, Acquire andImplement

Requirement toDeploy

ITIL Lifecycle StageService Lifecycle Stage COBIT Domain IT4IT Value Stream

Strategy

Design

Transition

Operation

CSI

Realizing the Goals ofService Management withHCL GBP

n today’s world, multi-vendor service has become an integral part of the enterprise information technology landscape at all levels. As an enterprise starts adopting the

cloud technology, it embraces a multivendor services by default. tIn a multivendor environment, In a multivendor environment, the service integration becomes an essential part of service management and needs an enterprise architecture for that. Service Management Architecture is also needed for the following considerations:

• When the IT services costs are high,• Multivendor service integration is complex,• IT ecosystem is growing with the emerging cloud architecture,• Outsourcing becomes a routine, and• Future-proofing is required.

Chapter 4


13. Enterprise Technology Office

GBP is an IT service management and integration system built on Platform as a Service (PaaS). It includes the best features of multiple IT service management frameworks. It’s the practical implementation of ‘enterprise service management’ and ‘integration architecture’, and includes multiple mini frameworks:

Page1

Gold Blueprint

Enterprise SMArchitecteture

Process Ecosystem Design

MultivendorITIL®

Process DownImplementation

ProcessIntegration

ITSM DATAMODEL

HCL GlodProcesses

HCL GlodStandards


GBP is an implemented image of Gold Standard Processes.

The key GBP features include: • In-cloud system image,• Enabled for cloud service management,• Implemented on ServiceNow platform,• Well-defined service management data model and taxonomy,• Predefined policies and business rules to comply with HCL Gold Standards,• Customer independent process master data, and• Detailed guidance on the implementation, operations, and management of processes.

The Base Image in Service Now Platform: The base image consists of 8 processes.CMDB and Asset Data Base is the information provider for every process.

Extended Image in ServiceNow: The extended image consist of six processes and with additional data tables to support these processes. Service catalogue and service portfolio are one database with service catalogue being a subset of the service portfolio and visible to all service consumers.

Problem Management

KnowledgeManagement

Incident Management

ChangeManagement

Request Management

ReleaseManagement

AssetManagementSLA Tracking

AssetDB

CMDB

AvailabilityManagement

CapacityManagement

PatchManagement

Service Portfolio

Management

Service Catalogue

Management

CSIP

Service Portfolio

Service Catalogue

SIPDatabase

Gold Standard

MTAs

CDB

CFIADatabase

Enterprise ITSM Architecture

The Enterprise ITSM Architecture consists of 10 core databases. These hold the ‘master data’ and the ‘transaction data’ of the servicemanagement processes. The ‘service management nervous system’ consists of a set of middleware and interfaces. The system allows everything in and out of these databases and taps into the system surrounding the database.

15. Enterprise Technology Office Page1

BusinessReflexes IT Functions

Even

ts

Governance

BusinessIntegration

FunctionalIntegration

Infra Ops

Dev Ops

Development

Architecture

Proc

esse

sDemands Requests Incidents Problems Changes Releases Events SIPs

Operational Pipeline(Transactional work in hand at different stages)

MO StateEvents

KM

Asset andCMDB

AMIS

ServicePortfolio & Catalog

CMIS Employees &Organization

SD Mgmt.

Customer& Location

SSTransaction

Ten Core Databasesand a Portal

Customer Experience

Service Strategy Service Design Service Transition Service Operation CSIP

Personalization Digital Relationship IT-Business Partner Unified Service Desk Integrated Command Center

Service Delivery Service Support

Data Center

Cloud

UnifiedCommunications

Mobility

PersonalProductivity

Dashboard

App Stores

Portals

Process Ecosystem Design

GBP is the process ecosystem of the best practice processes. It is designed, used, and maintained for the infrastructure management and application management services. It’s a group of service-management processes together with their operating environment. It’s viewed as a system of interacton and interdependent relationships including the flow of ‘activity and data’ through appropriate hierarchical and peer structure.


Standard Maintenance Enhancement Requests

Project Requests

Knowledge Management

SLA Tracking

Incident Management

Process

Change Management

Process

SERVICE DESK

Demand Management

Request Fulfillment Process

SR Catalogue Management

Asset Management

Service Strategy Process Set

Service Design Process Set

KEDB

Relationship Data between the CIs

Core CI/Asset Data

Financial Data - Cost, value, depreciation,

contract etc

Problem Management

Process

DATA CENTER

Alerts

Release Management

Process

Events

Incidents

Service Request (IMAC)

Incidents Workaround Known Errors

Emergency Fix

Ready to deploy Pack

UAT Defects

Bug Fix requiring Release Management

Bug/Defect

New Monitoring & Control Requirements

Bug Fix

END USERS

BUSINESS

Type A Demand Asset Requests

Type B Demand

Approved Projects & Enhancements

Event/Batch Monitoring Process

Service Readiness

Pack

Multivendor ITIL® Framework

Multivendor ITIL® is the seamless implementation of the same and one logical ITIL® process across multiple service providers as if those providers were a part of the customer company. Multivendor ITIL unifies the effort of all towers within a company as well as all service providers towards one single-process goal.

GBP defines additional taxonomy; it rather enhances ITIL taxonomy to manage the multivendor SLA OLA (Operational-level Agreement) management. The Underpinning Contract (UC) is signed between the IT organization and the third-party vendors. Under the agreement, the outsourced vendor leverages the services of all third-party companies and delivers SLAs to the IT organization. This arrangement allows the outsourced vendor to enforce the contractual tems on behalf of the IT organization.

17. Enterprise Technology Office Page1


Process-down Implementation Approach

HCL has established a strong process-driven implementation approach that treats service-management process truly as the business process. The process implementation approach includes:

• The process-down approach — ‘rule before tool’.• The well-defined roles of functional and technical consultants.• Process maintenance with underlying tools.

6Delta Acceptable

?

17Deployment

Roll outProcess

PRO

CES

SAN

ALY

STR

EMED

YD

EV/Q

APR

OC

ESS

OW

NER

REMEDY IMPLEMENTATION

1Identify process

to be implemented

3Obtain sign off

with stakeholders

2Develop and document process• Input/output• Policies, Goals• Interfaces with others

processes• Workflow• CSF,KPI• RACI• Etc.

5 Review Delta

Deference between

Desired and OOB Process

8Obtain Organization

data ; Obtain Infrastructure and

Application Information

7Establish Requirements• Addition of form/fields/Attributes• Deletion of Form/Field/Attributes• Workflow• Rule enforcements• Audit Trails• Measurement points

4Benchmark with OOB/HCL Blueprint process/Remedy setup• Establish Delta• Forms, Fields and attributes• Workflow• Rule enforcements• Audit Points• Measurements and report ability

11Collect application Configuration data

12Develop UAT

case

13QA/UAT

14Development15

ApplicationConfiguration

Remedy Data loader Sheet

Application Configuration data Template

HCL Standard Process

9Remedy

Configuration data Design & Sign Off

Yes

7Modify and sign off

Agreed process

16OK

Yes

No

No


Process Integration Framework

Process Integration is a technique of attaining close and seamless coordination and interaction between the processes. It’s about achieving process harmony in a logical manner as the tasks within the process are connected logically manner; process can share the data and even actions with each other. Integrated processes are significantly more effective than the sum of individual processes with each process working in isolation.

Page1

Event Management

Incident ManagementSR Management

Problem Management

Change ManagementRelease Management

Service Portfolio

Management

Availability Management

Capacity Management

Service Asset & Configuration Management

Service Level Management

Service Catalogue

Management

Event Transaction Database

Service Transaction Database

CMS

DSL(Definitive Software Library)

Security Management Information System Service Portfolio

Service Catalogue

SKMS

Unstructured Data

CMIS (CDB)

AMIS (ADB)

Request Management

Process Providing Triggers and Events to each other

Processes sharing the data with other processes

E-PCH-I

E-IP-I

I-P

CH-P

P-CH

R-CH

CH-R

E-A

A-E

A-SS-CP

S-ACP-A

CP-A

A-CP

C-CP

CP-C

C-S

S-C

R-SP

SP-R

I-CPI-A

CP-E CP-I C-I I-CI-S

C-P

P-C

CH-CS-CH CH-S

ITSM Data ModelIn a typical IT world, the customer view revolves around ‘service catalogue’. However, the internal world revolves around ‘configuration item’.

While dealing with a service, users report their observations about the service function. However, their reporting may not be up to the standards. Simultaneously, the technical staff who talk in the context of configuration system try to relate the users’ report with the configuration item description and treat the fault based on that relation.

In order to make the support effective, therefore, the fault description, which is derived from the configuration system must match with the symptoms derived from the service functioning. GBP data model accounts for both the considerations.


Service Catalogue Traditional CMDB

Users and Customers IT Groups

Applications Middleware Physical Server

Cluster Virtual Server Database

Storage Network Zones IP Address

File SystemNetwork

Gear/ Appliance

Peripheral System

Rack End User Devices

System Software

Business Service

Enabling IT Service

External IT Service

Continual Service

Transactional Service

External IT Service

Continual Service

Transactional Service

Extended CMDB

?


Gold ProcessesLearning from the rich experience of infrastructure management operations and the industry frameworks, HCL has developed a set of customer-service centric and pragmatic processes to manage its own operations.

The Gold Process attributes are: Process Content Standards, Publishing Standards, and Process Maintenance Standards. Each process design is robust and defines the following:

• The process operating standard environment,• Goals and scope of the process,• Inputs and outputs to and from the process,• Process tasks and workflow,• Process policies and guidelines,• Roles and responsibilities, and• KPI measurements and reporting.

Page1

Gold Process workflow

Operation Management

ProblemManagement

RequestManagement

DemandManagement

1.1Identify

Product and Release Scope

1.3Submit Release

Request

1.2Is Product

under Release Scope?

Change Management

From5.8

Maintenance

Bug Fixes

Enhancements

Projects Requests

Y

NN

1.4Review Related

Changes

1.5Review Release Items

and Understand Implications

1.6Define Release

Scope & Content - Features

1.7Scope

Approved?

1.8Assign Release

Owner

1.9Define ScheduleEND

1.10Determine Staffing & Resources

1.11Update Master

Release Calendar

1.12Define

Deployment Model

1.13Define Release

Strategy 2.1

Y

N

App

licat

ion

Ow

ner

Bus

ines

s C

usto

mer

Rel

ease

Man

ager

Rel

ease

Ow

ner

New Feature FunctionFor Next Release


Gold StandardHCL’s Gold Standard is a practical, strategic, and modular methodology for the positive transformation of IT service management. Future enterprise IT will move steadily toward the insulation of customers from the complexity of the IT infrastructure. To achieve this level of infrastructure abstraction requires automation, integration, and above all, an intelligently designed and managed flow of processes within a framework of superior taxonomy.

HCL Partners HCL Experience HCL Customers

STANDARDS

Gold Standard

ITIL v3Service

Management

IS0 20000Service

ManagementTOGAF v9

ArchitectureCMMI-SVC

Service Maturity

ISO 27001Info Security

& BCPCOBIT 4.1

Governance

Governance

Operate Technology

IT Service Management Framework

IT Governance and Control Framework

IT ValueChain Modeland ReferenceArchitecture

An IT Service Management andIntegration Systembuilt on a PaaS.

To realize the real life use of industry best practices for service integration and management with the help of prescribed ITSM Processes and tool configuration, automation, unified reporting, dashboards among others.

To define clear set of activities that goes in IT service management through enabling Service Lifecycle, Risk & Compliance and Cross functional collaboration.

To define audit and compliance requirement for IT service management

To define the operational IT service management processes, workflows, and templates to name a few

Definition

Objectives

Characteristics

ITIL® COBIT® IT4ITTM GBP

Comparing Industry Service Management Frameworks and HCL Gold BlueprintTM

Chapter 5


Components map with the core models of industry frameworks. They help realize these service management frameworks in real life.

Process agnostic architecture, data driven, focuses on business – IT alignment, prescriptive model

Focuses on IT control objectives, captures the essence of other IT frameworks, non-prescriptive

Best practices, guidelines, non-prescriptive, focus on management and delivery of IT services

5 service lifecycle stages and 30 IT service management processes

5 domains and 37 processes

4 IT value streams and 4 architecture models

Framework Level – 1 Parent Framework (Gold Standard- patent pending) 1 Enterprise architecture, 4 mini frameworks, and 24 prescriptive process set System Level - 10 Core Databases, 2 Portals, IT Nervous System - Integration Bus, Operational Pipeline events, one data model including metadata

Characteristics

Fundamental Elements

ITIL® COBIT® IT4ITTM GBP


Provides guidance on ‘How’ ITSMprocesses shouldbe managed and executed.

Describes ‘what’ control objectivesare required forprocesses and‘why’ theyare required.

Positions IT as abusiness functionand provides dataand artifactsrequired tomanage services.

An end product that includes the process tools and function place holders (roles)– the system of engagement for Service Integration

Primary Application

Provides guidance and good practice for IT service providers for the execution of IT service management from the perspective of enabling business value.

Guides enterprises on the implementation, operation and improvement of their overall arrangements, relating to governance & management of enterprise IT.

Prescribes both the operating model and automation guidelines for running the IT functions. It embraces the existing best practices such as ITIL® and COBIT®.

Effective and efficient implementation of ITSM processes and tools to achieve business-IT alignment as well as achieving multi-supplier integration

Primary Outcome

Includes complementing guidance of applying PMI’s project management methodology for GBP deployment projects

Project planning is explicitly coverage of Agile and Dev-Ops methodology.

COBIT provides explicit guidance of managing the project lifecycle.

Project planning is implicit top-down method, typically based on PRINCE2 or PMBOK methods and framework.

Oriented to single ITSM framework discipline.

Single governance framework.

Single IT reference architecture, supportive of multiple process frameworks.

Embraces the Dev-Ops method to enable collaboration, communication and integration across departments, functions and operations.

It works in the same manner as ITIL®.

Does not emphasize much on collaboration between the software developers and other IT professionals.

Architectural platform integrating multiple frameworks.

Adopts the Service Integration & Management (SIAM) framework, multi-vendor ITSM enabled, and multi-vendor SLA enabled.

Project Management

Framework Adaptability

Collaboration


IT4IT® Gold Blueprint

Value-chain approach with an integrated IT management framework focusing on the lifecycle of services.

Service-centric operating model

Multi sourced services and “system ofengagement” that is focused on connectingpeople in new ways and creating new experiences

Engagement Model: Moving from exclusively project-led fulfillment to a self-service experiencethat puts the control over the pace of innovationin the hands of the service consumer (IT or business consumers).

Service portfolio designed as the center ofservice management universe. Portfoliodefines classes of activity based services aswell as continual services. Business demandand users demand at the foundation of all IT activities

SIAM (Service Integration and Management)platform and system of engagement, that connectsbusiness and IT function via central nervoussystem throughout the service lifecycle. Customer element layer of 5 elements added onthe top of each lifecycle state

Portals for business services and end users serviceprovide the controls to business and end users. Empowerment to service consumer to accept the warranty and utility of the services

Framework level: Multivendor ITL framework and integrated process ecosystemSystem level: Process Integration frameworkdefining data and events for integration

Lifecycle: Moving from a technology-centric, project lifecycle to managing the end-to- end servicemodel and lifecycle. This opens the door for usingnew development methodologies like SCRUM, agile,and models such as DevOps and DevOpsSec.

GBP maintain the ITIL® service lifecycle approachbut provides methods for agile lifecycle using Devops

Deliverables: Shifting from the traditional “system of record” focus driven by monolithic, process-focused applications to a new service-centric orientation powered by hybrid, composite applications and information that evolve rapidly and continually.

While maintained the traditional system of record task tables and tied the tasks to the deliverables, GBP as the system of engagement, has also aggregated the deliverables from multiple supplier and tied the outcome to the unified process. GBP relates tasks with deliverables and process with outcome.

Operating Model: Moving from a technology deliveryorganization focused on silos toward a value chainmodel that promotes value-based consumption,greater cost transparency, and multi-sourced deliveryof a broad-based service portfolio.

The service integration layer consisting of businessintegration, SMO, Lifecycle management, operationintegration and unified SD and Unified commandcenter eliminate the silo based approach andcondition the supply according to the demand


Operating Model: Moving from a technology deliveryorganization focused on silos toward a value chainmodel that promotes value-based consumption,greater cost transparency, and multi-sourced deliveryof a broad-based service portfolio.

Service Lifecycle Approach to IT Service Managementencompassing Service Strategy, Design, Transition,Operations and Continual Service Improvement.

Knowledge & Information Model - ITIL® advocatesthe need for a Service Knowledge ManagementSystem (SKMS) at the highest level, whichencompasses the Configuration ManagementSystem (CMS) and other underlying databases.

ITIL® V2 world was revolving around CMDB and inV3 the focus was shifted to service portfolio.

ITIL® introduces the concept of Service LevelAgreement( SLA), OLA Operation LevelAgreement(OLA) and UC( Underpinning Contract)

HCL GBP extended these concept for multi serviceprovider (SIAM) environment also defines theInternal & External SLA, Internal & External OLA,Implied SLA/OLA and Delegated UC

The GBP Architecture consists of 10 core databases,modeled on the ITIL® prescribed SKMS model. Thesedatabases hold the Foundation Data, Master Data andTransaction Data pertaining to IT Service Managementand provide a robust information model.

GBP is the multiverse – the service portfolio is thecenter of the universe and integrated withinfrastructure universe that revolves around CMDB

HCL GBP includes detailed ITIL® based processes,spanning across the entire ITIL® lifecycle. Additionallyit embraces the HCL Gold Standard Framework(Patent pending for HCL’s proprietary framework)incorporates the best practices from various industrystandards such as ITIL®, ISO 20K, TOGAF,CMMI and COBIT®.

The service integration layer consisting of businessintegration, SMO, Lifecycle management, operationintegration and unified SD and Unified commandcenter eliminate the silo based approach andcondition the supply according to the demand


ITIL® Gold Blueprint

Prafull has been working with HCL for over 12 years. During his tenure with HCL, he has co-created and co-led HCL Gold Standard, HCL Gold Blueprint Platform, and HCL SIAM Framework. He has the ability to apply service management to any service-relationship management scenario way beyond IT. He is the author of several methodologies and frameworks for IT service management that include multivendor ITIL frameworks, ITSM for cloud computing, and service integration.

About the authorPrafull Verma, Practice Leader, Unified Services Management and FellowHCL Technologies


References Service Integration: A Practical Guide to Multivendor Service Management

Process Excellence for IT Operations

Foundation of IT Operations management

– ISBN-10: 0692219951, ISBN-13: 978-0692219959– Authored By : Prafull Verma and Kalyan Kumar




Hello there! I am an Ideapreneur. I believe that sustainable business outcomes are driven by relationships nurtured throughvalues like trust, transparency and flexibility. I respect the contract, but believe in going beyond through collaboration, appliedinnovation and new generation partnership models that put your interest above everything else. Right now 105,000 Ideapreneurs

How to Realize the Selecting Goals of Contemporary … IT4IT Reference Architecture prescribes...

Documents

Transcript of How to Realize the Selecting Goals of Contemporary … IT4IT Reference Architecture prescribes...