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IT4IT: Get Ready to manage the Digital Enterprise

Manage Disruption or be DisruptedRob Akershoek, Chair of the IT4IT Forum from The Open Group

April 2017

Agenda Introduction

▪ Overview of IT management challenges

▪ IT4IT reference architecture

▪ Positioning of the IT4IT standard to other best practices e.g. ITIL

▪ Benefits of using IT4IT

Example cases (e.g. ABN AMRO, Delta Lloyd, VIVAT, Rabobank)

▪ Drivers / cases for change

▪ IT transformation to Agile, Continuous Delivery and DevOps

▪ Cloud management (move to SAAS, PAAS and IAAS)

▪ New multi-vendor sourcing model

Manage Disruption or be Disrupted…

TRANSFORM THE

IT ORGANIZATION

ENABLE DIGITAL ENTERPRISE LEVERAGE NEW TECHNOLOGIES

INCREASED DEMAND ON ITUSE NEW IT MANAGEMENT

PARADIGMS

▪ Agile development

▪ Continuous Delivery

▪ DevOps

▪ Bi-Model / Multi-speed IT

▪ Everything as code

▪ Containerization

▪ Deliver faster

▪ Be flexible to adapt to change

▪ Lower cost

▪ Control risks and security issues

▪ Reduce technology debt

▪ Improve transparency

▪ Enable business innovation

▪ Boost customer experience

▪ Automate business processes

▪ Provide business insight

▪ Rationalize IT portfolio

LEAN & AGILE

IT FUNCTION

▪ Cloud (Hybrid Cloud)

▪ Big Data

▪ Mobile

▪ Software defined…

▪ SOA and Micro-services

▪ API economy

▪ Internet of Things

Value

A changing IT ecosystem – managing a Multi-Vendor environment

IT Service Broker & Integrator

Self Service Portal (Insight in value, cost, risks, performance, …)

IAAS PAAS SAAS (many)Internal

Data Center SAAS (many)SAAS Vendors

End-user

Computing

…

API

Network &

Telecom Cloud IAAS

Traditional service towers

DevelopmentBusiness Operations

Patterns /

Blueprints

Orchestration

Service Catalogue

Cloud PAAS

MS Azure

A new IT Supply Chain…

Business Units

/

Business

Partners

Internal IT

organization

Software as a Service

Cloud Services

Consumerisation

BYO-IT

The risk to IT is that IT will be circumvented!

The risk to the Business is that IT will be circumvented!

Web Shop

Database

End-user

computing

BI

Document

management

E-mail

…

Collaboration &

Communication

CRM

Financial

servicesHosting

service

Storage

SAAS

Telecom &

Network

IT Services

IT needs to transform to a Service Broker and Integrator

Business

End-to-end Service

Management

Consumption& CostControl

IT Governance

IT ServicePortfolio &Catalogue

Service Brokering

Identity & Access

Management

Service IntegrationMobile Apps

PAAS

End-user

computing

Big Data &

Analytics

…

Bring your

own device

Document

Management

Collaboration &

Communication

ERP

CRM

IAAS

…

SAAS

(Many)

Telecom &

Network

Service Broker &Integrator

Increasing number of vendors

The direction: Having a Streamlined and Automated IT function…

OperationsPlan Development Deploy

IT for the IT Function (IT4IT)

BusinessDemand Value

$

Str

ate

gy

Re

qu

ire

me

nt

IT s

erv

ice

s

Use

Support

Dem

and

Request

Incid

en

t

Ch

arg

eBusinessBusiness

users

Customer

Service

Research &

Development

Marketing &

Sales

Production &

Logistics

Business

Operations

Business Value ChainIT to run the business

7

Sommige mensen denken dat IT management al redelijk volwassen is...

SMART IT MANAGEMENT?

8

Maar in werkelijkheid lijkt het meer op eenouderwetse fabriek met veel handwerk…

GAP GAP GAP GAP GAP

Fragmented processes, teams, siloes of IT management tools, lots of data, no insight, no

transparency, …many different backlogs, to-do lists, poor communication and

collaboration…, manual activities.

The cruel reality…Our current service pipeline is broken…

Develop &

Code

Requirement

Test

Build

Design

Defect Deploy

Operate

Service

Portfolio

Monitor

Release

PlanArchitecture

Request

RUNDEPLOYPLAN &

ARCHITECTUREDESIGN, BUILD & TEST

Incident

No end-to-end workflows / Lot of manual (and unplanned) disconnected activities

Portfolio

Backlog

Service Desk

Digital frustration: Many fragmented tools, lots of data, but no insight and traceability..

Business owner

Service / Product owner

Portfolio Manager

IT Security / Risk analyst

Enterprise Architect

Business analyst

Agile Team

(developer, tester, …)

…

Cloud Automation Engineer

Business user

Release manager

IT Financial Manager

Supplier & Contract

Manager

Feedback loops

The Idea: Streamline and automate end-to-end IT processes to optimize value / outcome…

BusinessDemand

Value

Continuous Feedback & Improvement

$

Portfolio

Development

(DEV)Business

(BIZ)

Operations

(OPS)

Transparency & Insight

IT Costs /Efficiency

ControlRisks

ManageHealth

Value & Business Alignment

Speed &Flexibility

Plan DesignCode &

BuildDeploy Test Release Monitor Operate

MAKE IT FLOW

The challenge: Implementing and managing the IT factory

is complex (and costly)…

100+

Enterprise

ArchitecturePortfolio

Backlog Agile Planning & Kanban

boards - User Stories &

Sprints

Infrastructure

provisioning &

orchestration

Release &

Deployment

Automation

Service

Reporting

CMDB

Collaboration &

Communication

Tools

Test

Automation

IDE

Other

technology

specific tools

Service &

Application

Portfolio

Source

codeBuild &

Continuous

Integration Tools

IT Service Management

system (for incidents,

problems, changes, …)

Service Monitoring

& Event

Management

Code

analytics

Security

Monitoring

Log

analytics

Self

Service

Portal

Project

Portfolio

Management

IT Risk

Management

IT Cost

Management

Security

Testing

Discovery Contract &

License

Management

Many IT management capabilities are need to manage the

Digital Enterprise…

100+

ProjectPortfolio

SecurityTesting

PerformanceTesting

RequestSystem

BacklogManagement

DeployAutom.

ReportingSystem

Source Code

Risk & Compliance

ServiceMonitoring

ConfigurationManagement

ITSMSystem

Contract

API

Requirement Management

Event Integration

KnowledgeBase

File Transfers

API

Runbooks

TestManagement

Design &Prototype

Unit Test

Backup &Restore

Static CodeAnalysis

ElementManagers

RiskAssessment

XLS

Build & Continuous Integration (CI/CD)

ApplicationPortfolio

ApplicationRelease Automation

Discovery /Inventory

IT FinancialManagement

ServicePortal

Do we even have a vision and plan for IT management capabilities? Apparently not!

Test Data

ArtefactRepository

In the past we got away with it… but now when the Going gets Tough…

FUTURE

IT

ORG

SMALL,

LEAN/AGILE,

AUTOMATED

& TRANSPARANT

The current IT organization is stretched

beyond it limits…

# of Release /

Changes

# Service Components

& APIs

# Service providers

/ vendors

# Events &

Incidents

IT management

data

# Service Requests /

Consumption

Continuous delivery

SOA & Internet of ThingsMicro-servicesCloud

SourcingCloud

LogsMonitoring data

e.g. security events

The IT4IT Standard from The Open Group

SERVICE BACKBONE

PLAN DELIVERBUILD RUN

Strategyto Portfolio

(S2P)

Requirementto Deploy

(R2D)

Request to Fulfill

(R2F)

Detectto Correct

(D2C)

Governance, Risk and Compliance

Sourcing & Vendor

Finance & Assets

Resource & Project

Intelligence & Reporting

The IT Value Chain - Automate the entire IT function - Enable Insight and Transparency

IT Value Chain

The Open Group

A global consortium that enables the

achievement of business objectives

through the development of open,

vendor-neutral IT standards and

certifications

More than 500 member organizations: a

diverse membership that spans all

sectors of the IT community —

customers, systems and solutions

suppliers, tool vendors, integrators and

consultants, as well as academics and

researcherswww.vanharen.net

UNIX®

IT4IT standard from the Open GroupWhat is IT4IT?

The standard defining the capabilities and information you need to manage IT throughout

the entire service life cycle to ensure value delivery for the business.

Strategy to Portfolio

Drive IT portfolio to

business innovation

Requirement to Deploy

Build what the business

wants, when it wants it

Request to Fulfill

Catalog, fulfill, &

manage service usage

Detect to Correct

Anticipate & resolve

production issues

IT Value Chain

Examples of organizations using IT4IT

The IT Service Model19

The IT Service Model20

ConceptualService Model

LogicalService Model

Service

Catalog

Entry

RealizedService Model

Becomes…

Ordered

Published in… Released/Deployed!

Problem

Component

Incident

Component

Offer Consumption Component

Service

Design

Component

Release

Composition

Component

Service

Monitoring

Component

Event

Component

Change

Control

Component

Usage

Component

Diagnostics &

Remediation

Component

Chargeback/

Showback

Component

Request

Rationalization

Component

Catalog

Composition

Component

Offer

Management

Component

Build

Component

Test

Component

Defect

Component

Source

Control

Component

Project

Component

Requirement

Component

Enterprise

Architecture

Component

Service

Portfolio

Component

Portfolio

Demand

Component

Proposal

Component

Policy

Component

Fulfillment

Execution

Component

Configuration

Management

Component

Strategy to

PortfolioRequirement to Deploy Request to Fulfill Detect to Correct

Service

Archi-

tecture

PolicyRequire-

ment

Scope

Agree-

ment

IT

Initiative

Portfolio

Backlog

Item

Source

Con-

ceptual

Service

Logical

Service

Test

Case

Defect

Offer

Service

Release

Build

Service

Catalog

Entry

Desired

Service

Usage

Record

Fulfill-

ment

Request

Sub-

scription

Charge-

back

Contract

Request

Problem/

Known

Error

Incident

Event

Service

Monitor

Run

Book

RFC

Shopping

Cart

Service Level

Component

Service

Contract

Actual

Service

Build Package

Component

Build

Package

Service

Release

Blueprint

Charge-

back

Record

IT4IT™ Reference Architecture – Level 1

Functional

Component

Lifecycle

Data Object

Relationship

Service

Model

Backbone

Data Object

The core is the information model – defining the information you need to manage IT…

Strategy to

PortfolioRequirement to Deploy Request to Fulfill Detect to Correct

Service

Archi-

tecture

PolicyRequire-

ment

Scope

Agree-

ment

IT

Initiative

Portfolio

Backlog

Item

Source

Con-

ceptual

Service

Logical

Service

Test

Case

Defect

Offer

Service

Release

Build

Service

Catalog

Entry

Desired

Service

Usage

Record

Fulfill-

ment

Request

Sub-

scription

Charge-

back

Contract

Request

Problem/

Known

Error

Incident

Event

Service

Monitor

Run

Book

RFC

Shopping

Cart

Service

Contract

Actual

Service

Build

Package

Service

Release

Blueprint

Charge-

back

Record

Rob Akershoek © 2017

DatabaseInstance

Server

Service Backbone

Infrastructure service deployments

Enterprise ArchitectureBusiness

chain

Server

Installed software

ApplicationComponent

IT Service

Business Capability

The Service Backbone as the DNA of the IT function

23

Infrastructure services

Project

Demand / Proposal

PPM

Roadmaps

Service reviews

Roadmaps

Release policies

Incident / Problem

Service request

ITSM

Change / Release

Events

Monitoring

BSM

The IT landscape (service models) is

maintained in the EA system, APM and

CMDB(s).

Service Health(Availability / Performance)

Compliance

Risk

IRM / GRC

Licenses

Contracts

Asset management

Cost centers

IT budget

IT financials (ITFM)

Invoices / IT costs

Show back / chargebackConsumption &

Cost data

Source code

Requirement

Development

Test case / DefectBusiness Service

CMDB

Service Deployments

(instances)

Example approach: transform the IT management landscape…

Current Operating Model

Value stream analysis (understand current

way of working, skills / people, tools, etc.)

Target Operating ModelEnvision the target IT management

architecture (process, skills, organization,

tools, …)

Gap Analysis

Perform gap analysis

Transition plan / Portfolio backlogDefine roadmap and portfolio backlog

IT Vision, IT Strategy & Key DriversVision and direction of the new IT function e.g. Agile, DevOps, Self-service, Automation, Cloud, (derived from the business strategy)

Build & Continuously improve IT4IT capabilitiesBuild end-to-end IT value chain / DevOps Pipeline (IT management capabilities, IT processes, organization, people, tools and data)

$

Portfolio Plan DesignCode &

BuildDeploy Test Release Monitor Operate

Link transition to business benefits / value e.g. faster, better, cheaper, ….

Feedback loops

IT Value Chain / Value Stream AnalysisMAP THE END-TO-END PROCESS / FLOW (for the different IT services/

applications / teams)

1• FOCUS ON FLOW OF VALUE• GO SEE (DO THE GEMBA)• VISUALIZE THE WORKFLOW• IDENTIFY WORK QUEUES• KEY METRICS e.g. LEAD TIME

2UNDERSTAND THE FLOW OF WORK, IT DATA, IT MANAGEMENT TOOLS USED, ETC.

Gap analysis reveals many bottlenecks and issues…IDENTIFY WASTE, INEFFICIENTIES, ISSUES, BOTTLENECKS / IMPEDEMENTS, …

Lot of rework / defects

CMDB not up-to-date

No self service / self help

No end-to-end traceability

Testing takes to long

No demandFunnel(lacking

prioritizating) No single service / application

portfolioNo

requirements traceability

Long lead time for infrastructure provisioning

(no self service)

SupplierContracts blocking

Bureaucraticchange

approval

No proactive monitoring

Security risks not visable

Technology debt

Utilization, Consumption & Costs unknown

BUT DON’T JUST START FIXING THESE IMPEDEMENTS! FIRST YOU NEED TO…

…but your need to start with the bigger picture in mind

Detect to Correct(D2C)

Requirement to Deploy(R2D)

Strategy to Portfolio(S2P)

Request to Fulfill

(R2F)

SUPPORT

Service Portal / Dashboard

Product Backlog

Q

Event

Problem

Service Monitor

IncidentQ

QPortfolio Backlog

Enterprise Architecture

Service / ProductPortfolio

Q

Idea / Demand

Design

Deploy / Release

Code

Build

Test

Defect

Q

Service request

Change

Service catalogue

Q Q

IT Governance, Risk & Compliance

IT Financial Management

Security Management

Configuration & Asset

Vendor & Contract

Q Q

Typical reaction of IT executives on IT4IT?

Too big and complex – you cannot boil the ocean

No budget to do this!

We don’t have a greenfield, I have an IT shop to run

I am already doing this / working on it…

I don’t have time for this, we are too busy!

You might be busy, but your business is wondering what you are doing!

“with this you should be able to boost digital experience”

Typically: many fragmented initiatives in current IT organization…

Service Portal

Scrum &Agile project

delivery(enable agile

teams)

Application Performance

Monitoring (APM)

Continuous DeliveryPipeline

Software Asset Management

CIO Dashboard

Log analytics

Security monitoring e.g. cyber defense

Test automation

Application release automation

Cloud infrastructure provisioning

IT cost transparency

CMDB improvement e.g. discovery

Project Portfolio

ManagementIdea

funnel & roadmaps

Service portfolio & catalogue

Identity & Access

Management

DevOps Knowledge base

Predictive analytics

IT value chain

Demand Portfolio Agile

Project &

Backlog

Analysis &

Design

Develop Source

Code

Code

Quality

Build,

Integrate &

Package

Artefact

Repository

Deploy Test & QA Deploy

(Release)

Service

Monitor &

Event

Capacity &

usage

Incident &

Problem

IT costs /

Show back

Strategy to

Portfolio

Requirement to

Deploy

Request to

Fulfill

Detect to

Correct

30

Create a standard pipeline + technology specific add-ons…

Different pipelines…

SAAS

PAAS platforms e.g. Force.com

Packaged based applications (hosted in cloud or internal DC)

Custom build applications e.g. Java, .NET, Javascript, …

Generic / Standard IT4IT Pipeline

Select the right building blocks you need for managing the Digital Enterprise…

TIME WRITING

ENTERPRISEARCHITECTURE

PORTFOLIOBACKLOG

SERVICEPORTFOLIO

Strategy to Portfolio

BUILD &CONT. INTEGR.

IDE ANALYSIS & DESIGN

Requirement to Deploy

ELEMENTMANAGERS

SERVICE CATALOGUE

REQUESTMANAGEMENT

Request to Fulfill

…

SERVICE MONITORING

INCIDENTMANAGEMENT

PROBLEMMANAGEMENT

Detect to Correct

IRM / GRCSYSTEM

IT FINANCIAL MNGT SYS.

SOURCE CODEREPOSITORY

TESTMANAGEMENT

EVENTMANAGEMENT

CMDB

DISCOVERY / INVENTORY

SOFTWARE ASSET MNGT

CONTRACT MGNT SYSTEM

IT DATA WAREHOUSE

SECURITYMNGT SYSTEM

IDENTITY & ACCESS MNGT

DOCUMENT MANAGEMENT

KNOWLEDGE MANAGEMENT

BUSINESS INTELLIGENCE

ARTEFACT REPOSITORY

ORCHESTRATIONSYSTEM

CHANGEMNGT SYSTEM

PROCUREMENT SYSTEM

HR SYSTEMIT BUDGET PLANNING

COMMUNICATION & COLLABORATION

DEMAND MANAGEMENT

BACKLOG MANAGEMENT & PLANNING(e.g. SPRINTS) DEPLOYMENT AUTOMATION

Rob Akershoek

IT4IT Vendor LandscapeStrategy to Portfolio Requirement to Deploy Request to Fulfill Detect to Correct

Enterprise Architecture

(EA)

Service & Project Portfolio

(PPM)

ALM system

Build & Continuous Integration

Test Management

Service Monitoring & Event Management

ITSM platform (incident, problem, change,

..)

Resource &

Projects

Finance

Intelligence

& Reporting

Sourcing &

Vendor

Governance, Risk and

Compliance (GRC)

Supporting Activities

IDE Source & Artefact

Repository

Request Management

Orchestration & Deployment Automation

CMDB & Discovery

Software

assets

Security

Management

Element Managers

Service Virtualization Code quality

Security Testing

Many different IT Management Building Blocks

Knex

How to build an integrated solution?

Lego Fischertechnik Tinkertoy Krinkels

Hoe zorgen we dat diverse element managers binnen hun scope goed aansluiten op de gehele IT management architectuur (scoping van een bouwblok) ?

Universal Construction Kit

Ultimate interoperability

Strategy to

Portfolio

Requirement to

Deploy

Request

to Fulfill

Detect to

Correct

Provide the bigger picture (or blueprint) of managing IT from an end-to-end

perspective to optimize the value for the business

How to support and automated IT management activities?

(using standard information models)

How does IT4IT work together with other practices such as ITIL?

ITIL

COBIT

PMBOK /

Prince2SCRUM

ISO

27000

TOGAF

Leverage existing standard and frameworks…

ITIL

Value of IT4IT

Optimize the value of IT for the business

Increased agility &

innovation

Strategy to

Portfolio

Requirement to

Deploy

Request to

Fulfill

Detect to

Correct

IT Value Chain

Increased quality

Self service, faster and more flexible delivery

Reduce outages Reduce riskLower costs

Automation of IT management

activities

Improved transparency & insight to enable

continuous improvement

Not just about the Toolset but also the Mindset

Information /

IT data

AUTOMATION OF IT TASKS

ORGANISATION & PEOPLE, SKILLS &

CULTURE

IT VALUE STREAMS

DevOps TeamsCloud automation teamCulture

• Persons and interactions above processes and tools

• Focus on the entire system and flow• Focus on data to provide insight• Automate everything• Working services above

documentation• Collaboration with the customer /

business instead of managing contracts and SLAs.

• Ability to cope with change (no fixed plans)

Wrap up!

The market has changed…the IT eco-

system is changing.

The new digital enterprise requires a new IT

operating model…with a new IT

management approach…

To enable agile development, continuous

delivery, DevOps, multi-vendor sourcing,

cloud management, …

IT4IT is a key success factor in this

transformation to a lean and automated IT

function.

Find out morePublic: http://opengroup.org/IT4IT

• Join the Forum and

contribute to building the

standard!

• Download the standard

• Download the IT4IT Quick

Reference Cards

• Order the Pocket Guide

• Watch videos of customers

• View past webinars

• Find white papers

IT4IT Management Guide:

http://www.vanharen.net