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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
…
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