The Convergence of IT Service Management and Technical ...c.ymcdn.com/sites/ · PDF fileThe Convergence of IT Service Management and Technical Architecture Bill Butcher Integrate 2010

© The Lubrizol Corporation 2010, all rights reserved

The Convergence of IT Service

Management and Technical Architecture

Bill Butcher

Integrate 2010

June 24, 2010

© The Lubrizol Corporation 2010, all rights reserved 2

Where Does Technical Architecture fit with IT Service Management?


Configuration

Management

Gartner

Methodology

IT Service

Management

Technical

Architecture


Configuration

Management

Gartner

Methodology

IT Service

Management

Technical

Architecture

Decomposition

Exercise


Decomposition Exercise •Critical technical services defined

•Services defined using a CMDB diagram and service template

•Services broken down to other services and configuration Items


Citrix® is a registered trademark of Citrix Systems

Apache™ is a trademark of the Apache Software Foundation for their open source software

Loftware® is a registered trademark of the Loftware Corporation for the Loftware print server


Citrix® is a registered trademark of Citrix Systems

Apache™ is a trademark of the Apache Software Foundation for their open source software

Loftware® is a registered trademark of the Loftware Corporation for the Loftware print server


Baseline Tactical Strategic

Retirement Mainstream

Containment Targets Emerging

Current 6-12 Months 1-5 Years

Loftware® Client

Issues and Implications 1. Loftware® client is only for label design and is required on the print server 2. No value in upgrading to 9.5 now during P1 go-lives and Bar One replacements

Last Update on: Jan 22, 2009 Last Update by: MLHE

Ver. 9.1.2.3 Ver. 9.1.2.3 Ver. 9.5

None at this time

Ver. 8.4.2.21 SP3

Unknown

Ver. 9.1.2.3



Conclusions of the Decomposition Exercise •Technical Architecture and ITSM teams can benefit from working together

•Manual decompositions are laborious and become dated quickly

•Need an automated tool like HP’s Discovery and Dependency Mapping or

Microsoft System Center


Technical Change Advisory Board (TCAB) •Meets weekly to review new projects for compliance to technical standards

•Project managers may be asked to attend for initiatives being monitored

•Problem manager attends and presents new and existing problems and contributing

incidents

•Problems are discussed and prioritized for resolution or workaround


Strategy

Design

Transition

Operation

Continual Improvement

ITSM Lifecycle of Services


The Process Participants

Business Partner or Business Process Owner

Information Solutions Partner

Service Owner

Service Level Manager

Architecture and Technology Team (Hardware/Application/Security Experts)

Technical Standards Team



Business Process Owner (BPO) Optimizes business processes to support achievement of corporate and business

segment objectives

• Defines standard work methods ensuring business processes perform to best in

class

• Governance of processes to optimally “Run the Business”

• Lead process change and integration by providing leadership, discipline,

education and direction for business process improvements



Information Solutions Partner (ISP) •Helps to manage the IS relationship with the businesses

we serve

•Aligns IS Initiatives with business plans via the BPO

•Works with IS resource managers to manage the work

portfolio and necessary support

•Collaborate on a common vision, strategy and work

standards

Service Level Manager Monitors and reports service levels

Service Level Manager (SLM) • Responsible for monitoring established services compliance with level

agreements

• Reports performance to the Service Owner and IS Partner



Communications/collaboration to

understand business speak and

requirements. Service Level reports.




Service Owner (SO) •Manages the services that ultimately support business processes

•Understands the service end-to-end

•Draws on a large number of experts that provide a full understanding of the

current service and how it may evolve in 1,3, 5 years.

Service Owner Owner of the service and technology platform. Manages the lifecycle.

Understands the functionality : what’s emerging, what’s being replaced





requirements. Service Level reports.

Translation and selection of

appropriate IT service


Understands the functionality: what’s emerging, what’s being replaced




Hardware

Experts

Application/

Software Experts

Security

Experts

Infrastructure Apps Info Security Architecture

Team

Technology

Consultants

Architecture and Technology Team • Responsible for the Technical Architecture associated with services

• Governance via Technical Change Advisory Board (TCAB)

• Consists of a team of experts that serve as consultants to the process

• Sub-teams that are assigned to tactical and strategic initiatives





requirements. Service Specifications

and Level reports.




Understands the functionality:, what’s emerging, what’s being replaced

Hardware

Experts

Application/

Software Experts

Service SO has access to broad resources

to manage and govern the service

Security

Experts

Infrastructure Apps Info Security Architecture

Team

Technology

Consultants



© The Lubrizol Corporation 2010, all rights reserved 21 21




requirements. Service Specifications

and Level reports.




Understands the functionality:, what’s emerging, what’s being replaced

Hardware

Experts

Application/

Software Experts

Service Level

Agreement

SO has access to broad resources

to manage and govern the service

Services and The Architecture Team

Security

Experts

Infrastructure Apps Info Security

Metrics

Architecture

Team

Technology

Consultants




Technical Standards Team

•Develop consistency and repeatability in assembling standard technical solutions

•Develop technology rules for use


Patterns and

Standards

Services and The Architecture Team

Technical Standards Sub-Team

Hardware

Experts

Application/

Software Experts

Security

Experts

Infrastructure Apps Architecture

Team

Technology

Consultants


Key Elements for Success •Support from senior management

•Employ a steering committee

a. Sr. IS Partner

b. Directors (Applications, Infrastructure, Security, Strategy)

c. Regional Sr. Manager

•Elevate unresolved issues on goal setting and responsibilities


Summary and Conclusions •Technical Architecture and IT Service Management have similar objectives.

•Conflict can result if the overlapping processes are not coordinated.

•Productivity and awareness result when there is a working relationship.

Documents

The Convergence of IT Service Management and Technical ...c.ymcdn.com/sites/ · PDF fileThe Convergence of IT Service Management and Technical Architecture Bill Butcher Integrate 2010