The Missing Model for IT Service Management

Decisions in the Cloud

The Decision Model The missing model for IT Service Management

A STEP BACK IN HISTORY:

“BIG BALL OF MUD”

Software

Systems

Business

Logic?

What is Business Logic?

BIG BALL OF MUD

VS

CLOUD

“60% of projects failed to meet deadlines,

and 45% of projects failed to meet the needs of the business.

80% of issues stem from poor

requirements.”

– Standish Group Chaos Report, 2011

PEOPLE DON’T KNOW WHAT THEY WANT…

UNTIL THEY SEE AND INTERACT WITH IT

TEXT SPECS, USE CASES, WIREFRAMES,…

MEAN DIFFERENT THINGS TO DIFFERENT PEOPLE

Is this Acceptable?

HOW DO WE CAPTURE BUSINESS RULES

AS BUSINESS LOGIC TODAY?

IS THIS ACCEPTABLE?

DOES THIS LOOK BETTER?

Business

Logic WHERE DID THE BUSINESS

RULES GO? Decision

Model

Decision

Model

Option 1

Option 2

Does this feel right?

WHEN SEQUENCE IS IRRELEVANT

LOGIC,

NOT PROCESS

USE A

DECISION MODEL

Option 2

Rule

Pattern

1 is Low is Good = "A"

1 is Low is Bad = ?

1 is High is Good = ?

1 is High is Bad = ?

Conditions Conclusion

Person's Debt

Person's Employment

History

Person's Credit

Rating

Process Model

Decision Rule Family Table

Decision Model Diagram

Person

Debt

Person

Employment

History

Person

Credit Rating

BETTER OPTION

ITIL V3 Event Management

What’s the Significance of an Event?

Option 1

Option 2

Does this feel right?

Best Option

Option 2

Rule

Pattern

1 is <=150 is <=10s = None

1 is >150 is <=10s = Warning

1 is >150 is >10s = Warning

1 is <=150 is >10s = Exception

# of Users Response Time Significance

Decision Rule Family Table

Decision Model Diagram

# of Users Response

Time

Significance of

Event

THE DECISION AWARE PROCESS Process Model

WHERE CAN DECISION MODELS BE

APPLIED IN ITSM?

EVENT MODELS

INCIDENT MODELS

REQUEST MODELS

CHANGE MODELS

…

“IF SEQUENCE IS IRRELEVANT,

YOU’RE PROBABLY DEALING

WITH BUSINESS LOGIC, AND

SHOULD USE A DECISION

MODEL.”

Before After

SO WHAT?

Decision

Use Case

Business

Motivation

Model

Decision Model

DECISION CONNECTS THE BUSINESS MODELS

Vocabulary Models:

•Glossary/Semantic

•Object

•Logic Data

Process Model

"Modeling…is the cost-effective use of something

in place of something else for some cognitive

purpose…allows us to deal with the world in a

simplified manner, avoiding the complexity, danger

and irreversibility of reality." - Jeff Rothenberg, The RAND Corporation

WHAT ABOUT AGILE?

Decision Model

Requirements

Agile SCRUM

Development

Initial Vision,

High Level

Scope and

Effort

Determine

Detailed

Scope

First Iteration of the Models

Develop

Testing Gather

Feedback Deploy the

Solution

d Visualize

d

STANDARD

VS

CASE

WHAT ABOUT CASE MANAGEMENT?

Case

• Unpredictable

• Unrepeatable

• Predictable

• Repeatable

Standard

Standard

The Decision Model

Difference

RECIPE FOR SUCCESS • Identify Processes – ITIL, COBIT, BPM Frameworks

• Model Processes – BPMN

• Key Decision Points

• Standard or Case?

• Decision Models

TIMELINE

Founding of Knowledge Partners Inc. Consulting Company focusing on Business Rules

Barbara and Larry co-edit The Business Rule Revolution

Barbara and Larry write The Decision Model

Barbara von Halle early tester of DB2 and interfaced often with Dr. Codd

Larry Goldberg builds technology based companies on three continents

Barbara co-authors Handbook of Relational Database Design

2001 2006 2007 2009 2010 prior 1989 1997

Good Methods Global is incorporated as a sister company of KPI

Enterprise-grade Software Application Developed by Sapiens

Barbara and Larry found Knowledge Partners International LLC

2010 2012 2011

Barbara authors Handbook of Business Rules Applied

Service Zen becomes Canadian partner of KPI

HOW TO LEARN MORE Visit: www.service-zen.com and www.thedecisionmodel.com • FREE PRIMER and Case Studies

• 2-Day Decision Modeling Essentials Course

• Download White Papers

• News

Become a member of the open LinkedIn The Decision Model Group

Read articles and buy The Decision Model book

Join our presentations

Try It Yourself: Ask for “free” Visio and Excel Templates [email protected] Discuss with us how to apply The Decision Model for your ITSM, Requirements or Business Rules project

Lee Marshall

service-zen.com

647 880 1652

[email protected]

@servicezen