Running IT as a Business: Overview · APQC Process Classification Framework IT is one Portion of an...
Transcript of Running IT as a Business: Overview · APQC Process Classification Framework IT is one Portion of an...
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Running IT as a Business: OverviewMark Bodman
Enterprise Architect
V 3.6
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A New Style of IT
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A New Style of IT has emerged…Based on Forces Transforming Business today
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APQC Process Classification Framework
IT is one Portion of an Organization APQC PCF
ITILCOBITTOGAFTest ManagementStrategic PlanningProject ManagementDevOpsDevelopmentAgile DevelopmentMonitoringProblem ManagementChange ManagementConfigurationDemand ManagementCapacity ManagementRequirements ManagementDiagnostics
Event ManagementIncident ManagementBuild ManagementDesign ManagementGRCPolicy ManagementProposal ManagementSLA ManagementDeployment ManagementRelease ManagementCloudMobilSocialFinancial ManagementSaaSPaaSIaaS
SD*Technology DebtOutsourcingMore with lessMultisourcingUpgradesMTTRLifecycle ManagementFinancial ManagementGRCLicense ManagementSOXPCIDatacenter ConsolidationPerformance Management
With many concerns to address
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The journey towards a New Style of IT…An Industry Perspective
Traditional IT New Style of ITJOURNEY (1-5 Years)
• Drive efficiencies• Run the business; Secure the enterprise• Systems of Record
• TTV for LOBs• Use Cloud Services; Self-service Experience• Systems of Record Fabric
• TTV for Business• Lifecycle mgmt defined in apps; Developer Driven• Systems of Engagement & Insight
Basic Automation Advanced Automation Self-Service Service Broker IT as Low-touch Service ProviderIT as a Service Provider
“Process-Centric” “Insight-Centric”“Service-Centric”
Details of the Journey:
Roadmap:
Roadblocks:
& Cloud& Cloud
HAVEn
IT ManagementReference Architecture
IT ManagementReference Architecture
HP Solutions
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IT Management Practice
IT Value Stream & Reference Architecture
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Designed by IT organizations for IT organizations like you
IT4IT Consortium - Evolving IT for IT
IT4IT ConsortiumStrategy/Exec board
Shell, Achmea, AT&T, Munich RE, PwC, Accenture, HP
Community Members
Disney, NBC, Nestle, ING, Barclays, Proctor & Gamble, Paychex, Rabobank, Raiffeisen, AkzoNobel, …
Efficiency
&
AgilityFinance & assets
Intelligence & reporting
Resource & project
Governance, risk and compliance
Sourcing & vendor
IT V
alu
e Ch
ain
Plan Build Deliver Run
Reference Architecture
This work is based upon material developed and published by the IT4IT Consortium
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Applying business concepts to understand “IT as a business” vs. cost center
Business Point of View: Value Chains and Streams
Order to Cash
Quote to Order
Supply Chain
Product to Market
Idea to Product
Manufacturing to Distribution
Value Chains – Porter
• Competitive Analysis• Strategic Concepts• Value Creation• Activity cost to profit margin analysis
Value Streams – Martin
• Lean / 6-sigma concepts• Multi-Process Oriented• Customer focused results
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New Viewpoint – How to operate IT, continuouslyThe Vision: Create Integrated IT management capabilities across the entire service lifecycle
Plan Build Deliver Run
Reference Architecture
IT Value Streams
Strategy toPortfolio Requirement
to Deploy
Request toFulfill Detect to
Correct
Traditional IT Value Chain
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IT Operating Model: Value Chains & Reference Architecture
Monitor & change• Optimize portfolios• Communicate value• Evaluate benefit
realization
Demand• Consolidate demand• Create business cases• Business value, risk,
costs, benefits & resources
Strategy• Define objectives• Financial planning• Set up policies and
guidelines• Enterprise architecture
• What-if-analysis• Rationalize portfolio• Ensure governance• Allocate resources, fund
and charter projects
Selection
Strategy to Portfolio
KPIs:• IT Service Value• IT Service Gap
Deploy• Release plan• Deployment assets• Change and
configuration process• Knowledge
management• App monitoring
Develop• Technical policy• Development (Agile,
iterative, waterfall…)• Source & set up dev
environment
Requirements
• Business process model
• User experience• Functional & technical
• Functional: desktop, web, mobile
• Performance: desktop, web, mobile
• Security: static, dynamic
Test
Requirement to Deploy
KPIs:• R2D Cycle Time• Requirements ‘Churn’• Production Defects
Measure & charge• Chargeback /
showback• Cost transparency • Influence demand• Surveys and ratings
Order a service• Portal / IT engagement• Personalized experience• Self-service
Define & publish• Repeatable service• Standardization• Alignment with business
objectives
• Integrate with incident, change, asset & demand
• Automate provisioning & status update
Route & fulfill
Request to Fulfill
KPIs:• Cycle Time• Cost/Service
Resolve• Implement change• Verify recovery• Close records
Diagnose• Root cause• Severity & business
impact• Define escalation path• Auto-fix common
issues
Detect• Events, alarms &
metrics from everything• User issues• Relationship among
events
• Change request• Risk analysis• Approvals
Change
Detect to Correct
KPIs:• MTTR• MTBF
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Without service backbone, it’s impossible to create value and measure outcomes
Service Lifecycle: The Value Chain “Back Bone”
Strategy toPortfolio Requirement
to Deploy
Request toFulfill Detect to
Correct
Conceptual Model Physical Model
Drive Value Creation
Traceability, Insight and Measurement
Logical Model
Service Catalog
Entry
Logical Service
Blueprint Service Release
Service Release
Blueprint
Service
BlueprintActual Service
(CI)
Desired Service
(CI)
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Start with IT management use cases to build the proper business model
Our Approach to a Comprehensive Architecture
Functional Model
•What IT does, not how•Based on use case, best practice, and standards
Lifecycle
Model
•Service Lifecycle with continuous Assessment, Integration, Delivery, and Operations
Information Model
•Identify key controlling IT artifacts.•Definition of artifacts lifecycles according to lifecycle model.
Integration Foundation
•Key integrations, based on artifacts•Link Information model with Lifecycle model. Foundational Integration Layer (key control points)
Common Data/Information Model
Common Lifecycle Model
Functional Model
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Test Mgmt.
Release Mgmt.
Project Delivery mgmt.
Service Monitoring
Prob Mgmt.
Configuration Mgmt.
Event Mgmt.
Incident Mgmt.
Billing/Chargeback
Subscription Mgmt.
Request & Routing Mgmt.
UsageMgmt.
Catalog Mgmt.
Change Mgmt.
Deployment Mgmt.
Service Development
Mgmt.
Defect Mgmt.RequirementMgmt.
Service Design Mgmt.
Policy Mgmt.
Demand Mgmt.
Proposal Mgmt.(Investment)
Service PortfolioMgmt.
Business Architecture
Reference Architecture – An IT Functional Model
Diagnostic Remediation
Build Mgmt.
IT Architecture Mgmt.
Requirementto Deploy
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RequirementMgmt.
Test Mgmt.
Release Mgmt.
Project Delivery mgmt.
Service Monitoring
Prob Mgmt.
Configuration Mgmt.
Event Mgmt.
Incident Mgmt.
Billing/Chargeback
Subscription Mgmt.
Request & Routing Mgmt.
UsageMgmt.
Catalog Mgmt.
Change Mgmt.
Deployment Mgmt.
Service Development
Mgmt.
Defect Mgmt.
Service Design Mgmt.
Policy Mgmt.
Demand Mgmt.
Proposal Mgmt.(Investment)
Service PortfolioMgmt.
BusinessArchitecture
Service Catalog
Entry
Reference Architecture – The Service Model Overlay
Actual Service
(CI)
Service Release
Blueprint
Logical Service
Blueprint
Desired Service
(CI)
Service Release
Conceptual Service
Conceptual Blueprint
Diagnostic Remediation
Build Mgmt.
IT Architecture Mgmt.
Requirementto Deploy
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RequirementMgmt.
Test Mgmt.
Release Mgmt.
Project Delivery mgmt.
Service Monitoring
Prob Mgmt.
Configuration Mgmt.
Event Mgmt.
Incident Mgmt.
Billing/Chargeback
Subscription Mgmt.
Request & Routing Mgmt.
UsageMgmt.
Catalog Mgmt.
Change Mgmt.
Deployment Mgmt.
Service Development
Mgmt.
Defect Mgmt.
Service Design Mgmt.
Policy Mgmt.
Demand Mgmt.
Proposal Mgmt.(Investment)
Service PortfolioMgmt.
BusinessArchitecture
Service Catalog
Entry
Reference Architecture – The Information Model Overlay
Business service
Policy
Demand
IT Contract
ITProject Test
Case
Defect
Release Package
Source
Requirement
Subscription
Fulfillment
RequestUsage record
Chargeback
Record
RFC
offer
Service Monitor
IncidentProblem
Event
Actual Service
(CI)
Service Release
Blueprint
Logical Service
Blueprint
Desired Service
(CI)
Service Release
Conceptual Service
Conceptual Blueprint
Diagnostic Remediation
Runbook
Build Mgmt.
Deployment
Package
Design Package
IT Architecture Mgmt.
IT Architect
ure
Requirementto Deploy
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Test Mgmt.
Release Mgmt.
Project Delivery mgmt.
Service Monitoring
Prob Mgmt.
Configuration Mgmt.
Event Mgmt.
Incident Mgmt.
Billing/Chargeback
Subscription Mgmt.
Request & Routing Mgmt.
UsageMgmt.
Catalog Mgmt.
Change Mgmt.
Deployment Mgmt.
Service Development
Mgmt.
Defect Mgmt.RequirementMgmt.
Service Design Mgmt.
Policy Mgmt.
Demand Mgmt.
Proposal Mgmt.(Investment)
Service PortfolioMgmt.
BusinessArchitecture
Service Catalog
Entry
Reference Architecture – Integrations & Dependencies
Business service
Policy
Demand
IT Contract
n:m
n:1
1:n
1:n
ITProject Test
Case
Defect
Release Package
Source
Requirement
1:n
n:m
n:m
n:m
1:n 1:n
1:n
1:n
n:1
Subscription
Service Catalog
Entry
Fulfillment
RequestUsage record
Chargeback
Record
RFC
offer
n:1
1:n
1:n
1:n
n:1
n:1n:1
Service Monitor
Incident
n:m
n:m
1:n
n:1
n:1
n:1
n:1
n:1
Problem1:1
Event
Actual Service
(CI)
Service Release
Blueprint
Logical Service
Blueprint
Desired Service
(CI)
Service Release
Conceptual Service
Conceptual Blueprint
Diagnostic Remediation
Runbook
1:1
Build Mgmt.
Deployment
Package
Design Package
IT Architecture Mgmt.
IT Architect
ure
1:n
1:n
1:n
1:n
n:m
1:n
Requirementto Deploy
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Strategy to Portfolio
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Strategy to Portfolio Lifecycle
Monitor & change
• Optimize portfolios
• Communicate value
• Evaluate benefit realization
Demand
• Consolidate demand
• Create business cases
• Business value, risk, costs, benefits & resources
Strategy
• Define objectives
• Financial planning
• Set up policies and guidelines
• Enterprise architecture
• What-if-analysis
• Rationalize portfolio
• Ensure governance
• Allocate resources, fund and charter projects
Selection
Executive Scorecard
Project & Portfolio Management
Application Portfolio Management
Enterprise Manager
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Strategy to Portfolio Functional ModelThis work is based upon material developed and published by the IT4IT Consortium
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Requirements to Deploy
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Requirements to Deploy Lifecycle
Deploy
Release plan
Deployment assets
Change and configuration process
Knowledge management
App monitoring
Develop
Technical policy
Development (Agile, iterative, waterfall…)
Source & set up dev environment
Requirements
Business process model
User experience
Functional & technical
• Functional: desktop, web, mobile
• Performance: desktop, web, mobile
• Security: static, dynamic
Test
Agile Manager
Application Lifecycle Management
Quality Center
Performance Center
Service Virtualization
Dev integrations
Business Service Mgmt.
Service Mgmt.
HP Anywhere
Fortify Continuous Delivery Automation
Executive Scorecard
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Requirement to Deploy Functional ModelThis work is based upon material developed and published by the IT4IT Consortium
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Request to Fulfill
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Request to Fulfill Lifecycle
Measure & charge
Chargeback / showback
Cost transparency
Influence demand
Surveys and ratings
Order a service
Portal / IT engagement
Personalized experience
Self-service
Define & publish
Repeatable service
Standardization
Alignment with business objectives
• Integrate with incident, change, asset & demand
• Automate provisioning & status update
Route & fulfill
Asset Management
Service Management
Cloud Service Automation
Automation & Orchestration
Executive Scorecard
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IT Service Catalog: Converged Infrastructure Deliverables
Storage
Servers
Networking
SAAS
IAAS
PAAS
Security
Management software
Software Services
POD
REUSE, OPEN, COMMODITIZED, AUTOMATED DELIVERY
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Request to Fulfill Functional DiagramThis work is based upon material developed and published by the IT4IT Consortium
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Detect to correct
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Resolving Problems in Production: Detect to Correct
Resolve
Implement change
Verify recovery
Close records
Diagnose
Root cause
Severity & business impact
Define escalation path
Auto-fix common issues
Detect
Events, alarms & metrics from everything
User issues
Relationship among events
• Change request
• Risk analysis
• Approvals
Change
Business Service Management
Universal CMDB, Universal Discovery
Automation & OrchestrationService Manager
Network Management
Systems & Storage Management
App Performance Management
Ops Analytics & Intelligence
Executive Scorecard
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CLIP: Mature Incident Management Process for Detect to Correct
As Is
App Response Time Slow
J2EE DB Connection Failing
Oracle Slow Query Time Ticket #3
Ticket #1
Ticket #2
App Expert
Java Expert
DB ExpertManual
ResolutionProcess
Human Error re-work
CloseIncident
DatabaseProblem
CloseIncident
Automatic Resolution
Flow
Runbook resolution process
Automatic resolution
Closed Loop
Incident Process
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
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Detect to Correct CLIP : Closed Loop Incident Process
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RequirementMgmt.
Test Mgmt.
Release Mgmt.
Project Delivery mgmt.
Service Monitoring
Prob Mgmt.
Configuration Mgmt.
Event Mgmt.
Incident Mgmt.
Billing/Chargeback
Subscription Mgmt.
Request & Routing Mgmt.
UsageMgmt.
Catalog Mgmt.
Change Mgmt.
Deployment Mgmt.
Service Development
Mgmt.
Defect Mgmt.
Service Design Mgmt.
Policy Mgmt.
Demand Mgmt.
Proposal Mgmt.(Investment)
Service PortfolioMgmt.
BusinessArchitecture
Use Case: DevOps
Diagnostic Remediation
Build Mgmt.
IT Architecture Mgmt.
Requirement to Deploy
2
1
3
5
4
6Business involvement defines demand & requirements as Epics & stories
Implement Sprint vs. Project planning
Design in automation & portability 7
Automate Testing for- Unit- Functional- Performance- Integration- Security
Automated / Assisted Deployment
Leverage in combined Backlog Management
Automated Build process
8
Automatically updated topology
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Measuring Success in terms of Effectiveness and Efficiency
Detect to Correct – KPIs critical for CLIP
Event ManagementService
MonitoringIncident
Management
Diagnostics and Remediation
• Size of current incident backlog for each
service
8
8
• Number and percentage of major incidents for
each IT Service
7
7
• Number of incidents resolved without impact to
the business
6
6• Number and percentage of events
that require human intervention
3
3
• Number and ratio of events
compared to number of manually
created incidents
4
4
• Number and percentage of events
that indicate potential reliability or
availability issues
5
5
• Number of events/alerts
generated without actual
degradation of service
2
2
• Number and percentage of
repeated or duplicate events
1
1
Change Management
• Percentage of changes creating outages9
9
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Detect to Correct
Detect to Correct – A maturity model
MonitoringNetwork, server, storage Virtual User experience Service viewpoint Hybrid
Event Independent NOCs Operations bridge Correlation AutomationContinual service improvement
Incident Workgroup focusConsolidated service desk
Linked to Event, Problem, Config
SLM, self-service & scorecard
Linked to supplier
Remediation Expert based Some runbooks Many runbooksRunbooks at deployment
Automation
Change Expert based For key changes Dependency awareService, config & asset aligned
Linked to supplier
Configuration Discovery Dependency maps SACM Service models Linked to deploy
ReactiveControl
ManageService-aligned
Business partner
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Detect to Correct Functional Diagram
This work is based upon material developed and published by the IT4IT Consortium
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Reference Implementation: Detect to Correct
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36
FoundationalBuilding Blocks
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Download: http://support.openview.hp.com/sc/solutions/index.jsp#tab=tab3
Support site: Over 450 Supported Integrations
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Common data model for HP Software Products
UDM – Universal Data Model
Used for:
Integrations
Common Vocabulary and protocol
Aligned to industry standards (ITIL, CIM, COBIT)
Example model
Public Site: https://hpln.hp.com/group/universal-data-model
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Conclusions
New style of IT puts service at the center – equal emphasis on delivery and consumption
Reference Architecture is process & tool agnostic – use appropriate process, mature function, keep artifacts / work flowing
Managing full service and information lifecycles are critical
Functional components produce/consume artifacts that power the service lifecyclecontinuously
End to end traceability connects IT to expected business results
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Proposed Strategic Activities – Next Steps
Strategic Roadmap & Planning
Rationalization Exercise
Maturity Assessment
Typical Assessments and Activities leveraging the Reference Architecture
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Workshop focus and Milestones to be determined in Workshop 1
Example Workshop Milestones and Activities
Workshop 1
•“IT as Business” review
•Begin “as-is” Detect to Correct assessment
Workshop 2
•Detect to correct deep-dive
•Began Request to Fulfil t “as-is”
Workshop 3
•Completed Detect to correct “as-is”
•Request to Fulfill deep-dive
Workshop 4
•Reviewed detect to Correct “To-Be” (CLIP)
•Propose change by function
•Complete Request to Fulfil “as-is”
M1 M2 M3 M4
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IT spend per % of revenue: %10 (Best in class = 3%)
Example Value Stream Prioritization
StrategyService
PortfolioDemand Selection
Plan & Design
Develop Test Deploy
Define & Publish
Subscribe Fulfil Measure
Detect Diagnose Change Resolve
?
?
2
1
Not Evaluated
Medium Maturity
Low Maturity
High Maturity
Strategy to IT Portfolio – Growth & Risk
Requirements to Deploy – Growth & productivity
Request to Fulfil – Productivity & Growth
Detect to Correct – Risk & Productivity
ProductivityGrowth
CostRisk
Corporate Priorities2
1
3
4
1a 1b
2b
Priority = maturity / Step KPI Impact
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Test Mgmt.
Release Mgmt.
Project Delivery
mgmt.
Service Monitoring
Prob Mgmt.
Configuration Mgmt.
Event Mgmt.
Incident Mgmt.
Billing/Chargeback
Subscription Mgmt.
Request & Routing Mgmt.
UsageMgmt.
Catalog Mgmt.
Change Mgmt.
Deployment Mgmt.
Service Development
Mgmt.
Defect Mgmt.
RequirementMgmt.
Service Design Mgmt.
Policy Mgmt.
Demand Mgmt.
Proposal Mgmt.(Investment)
Service PortfolioMgmt.
BusinessArchitectur
e
Example Functional Maturity Assessment
Business service
Policy
Demand
IT Contract
n:m
n:1
1:n
1:n
ITProject Test Case
Defect
Release Package
Source
Requirement
1:n
n:m
n:m
n:m
1:n 1:n
1:n
1:n
n:1
Subscription
Service Catalog
Entry
Fulfillment
RequestUsage record
Chargeback Record
RFC
offer
n:1
1:n
1:n
1:n
n:1
n:1n:1
Service Monitor
Incident
n:m
n:m
1:n
n:1
n:1
n:1
n:1
n:1
Problem1:1
Event
Actual Service (CI)
Service Release
Blueprint
Logical Service
Blueprint
Desired Service (CI)
Service Release
Conceptual Service
Conceptual Blueprint
Diagnostic Remediatio
n
Runbook
1:1
Build Mgmt.
Deployment Package
Design Package
IT Architecture Mgmt.
IT Architectur
e
1:n
1:n
1:n
1:n
n:m
1:n
Medium Maturity
Low Maturity
High Maturity
StrategyService
PortfolioDemand Selection
Plan & Design
Develop Test Deploy
Define & Publish
Subscribe Fulfil Measure
Detect Diagnose Change Resolve
Dependencies
Dep
end
encies
Dep
end
encies
Dep
end
encies
Dep
end
encies
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Example D2C Rationalization
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Example Service Monitoring Recommendation
1. Route all monitoring through BSM (RTSM) to capture all events• Generate complete metrics view• Necessary for CLIP processing in correlation and automation
2. Reduce event source tools• Disparate drives greater cost and increased management overhead
3. Longer term: driver pagers from event management vs. monitoring directly
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.46
Test Mgmt.
Release Mgmt.
Project Delivery
mgmt.
Service Monitoring
Prob Mgmt.
Configuration Mgmt.
Event Mgmt.
Incident Mgmt.
Billing/Chargeback
Subscription Mgmt.
Request & Routing Mgmt.
UsageMgmt.
Catalog Mgmt.
Change Mgmt.
Deployment Mgmt.
Service Development
Mgmt.
Defect Mgmt.
RequirementMgmt.
Service Design Mgmt.
Policy Mgmt.
Demand Mgmt.
Proposal Mgmt.(Investment)
Service PortfolioMgmt.
BusinessArchitectur
e
Example Functional Maturity Assessment
Business service
Policy
Demand
IT Contract
n:m
n:1
1:n
1:n
ITProject Test Case
Defect
Release Package
Source
Requirement
1:n
n:m
n:m
n:m
1:n 1:n
1:n
1:n
n:1
Subscription
Service Catalog
Entry
Fulfillment
RequestUsage record
Chargeback Record
RFC
offer
n:1
1:n
1:n
1:n
n:1
n:1n:1
Service Monitor
Incident
n:m
n:m
1:n
n:1
n:1
n:1
n:1
n:1
Problem1:1
Event
Actual Service (CI)
Service Release
Blueprint
Logical Service
Blueprint
Desired Service (CI)
Service Release
Conceptual Service
Conceptual Blueprint
Diagnostic Remediatio
n
Runbook
1:1
Build Mgmt.
Deployment Package
Design Package
IT Architecture Mgmt.
IT Architectur
e
1:n
1:n
1:n
1:n
n:m
1:n
Requirementto Deploy
Medium Maturity
Low Maturity
High Maturity
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Example Business Capabilities AssessmentImportance-weighted GapHighest HighMediumLow
Sample Capability Map with Weighted Strategic Gaps
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48
Thank you