Taking Srvice Forward Workshop

1@marksmalley© ASL BiSL Foundation

Taking Service Forwarda ‘discuss and develop’

dialogue

Mark Smalley, The IT Paradigmologist

Mark Dave

itSMF Slovakia, Bratislava, 17 April 2015


Participants’ comments on current guidance• Frameworks such as ITIL and COBIT are too large

and complex for application in smaller organizations

• Strategy is to adopt and adapt parts of multiple frameworks and standards to create an appropriate way of working for each specific organization

• Adaptation varies from organization to organization (see slides 7 and 8)

• It would help if frameworks and standards used a common language

05/03/2023 The Adaptive Service Model© is licensed under Creative Commons Attribution 4.0 International License

2


IT

˄Informatievoorziening

Pold

eren

ModellenBeheer(Easy) Going Dutch


Amusing and informative videoHolland vs the Netherlands

by CGP Grey www.youtube.com/watch?v=eE_IUPInEuc


Edsger Wybe Dijkstra1930-2002

Computing’s core challenge is how not to make a mess of it.

www.cs.utexas.edu/users/EWD/ewd12xx/EWD1243.PDF


“Beheer van informatiesystemen is de instandhouding van de

informatiesysteemcomponenten apparatuur, programmatuur, gegevensverzamelingen en

procedures en de bijbehorende gegevensverwerkings- en

informatievoorzieningsprocessen overeenkomstig eisen en randvoorwaarden gesteld vanuit het

gebruik en rekening houdend met de karakteristieken van genoemde

informatiesysteemcomponenten en met de mensen die deel uitmaken van de

informatiesystemen ofwel gebruik maken van deze systemen.”

IT Management ProfessorMaarten Looijen

Emeritus Professor at Delft University of Technology &Rector Osei Tutu II Institute for

Advanced ICT Studies Ghana (2002-2012)


Paraphrased: Your way of working for managing IT

depends on 1) the characteristics of the information

systems that are managed and 2) the characteristics of the organization

that manages them and uses them

IT Management ProfessorMaarten Looijen

Emeritus Professor at Delft University of Technology &Rector Osei Tutu II Institute for

Advanced ICT Studies Ghana (2002-2012)


Which kind of environment characterizes your organization?

Source: David Snowden, YouTube ‘Cynefin Framework’

ACT!

IF THEN MAYBE

IF THEN ELSE


Framework of frameworks

ITILASL

ArtifactLifecycle phase Business Information IT Services

Appl / Infra

Architecture & Design

Realization & Implementation

Operations & Support

BiSL

TOGAF COBIT

Bus.Rel.Man

PPM, e.g DSDM, M_o_R, PRINCE2


Benefits, costs and risks

Profit

Revenue

Cost

Differentbusiness

Better IT functionality

Quicker delivery of IT

Fewer/shorterIT outages

Cheape r/fewerIT resources

Moreefficient IT

LowerOPEX

More sales

‘Benefits Logic’Alex Wortmann

Higherprices

LowerCAPEX

Betterproducts

Betterrelationships

More efficient

Cheaper/fewerresources

Moreinnovative

DevOpsLite

NOT HOT

LinkedIn: Taking Service Forward

LinkedIn group: Taking Service Forward

Twitter: @TSF_ASM

Twitter #tag: ArchSMGoogle+: Taking Service Forward

Google drive: Taking Service Forward Facebook: Taking Service Forward

www.takingserviceforward.org

YouTube: Taking Service Forward

The Adaptive Service Model© (ASM)Service model for the futureGeneric reference architecture ‘Spinal cord’ for service management best practices, certification schemes and toolsCovers governance, management, provision and consumption

05/03/2023 The Adaptive Service Model© is licensed under Creative Commons Attribution 4.0 International License 11

why? what? who? how? when?

http://www.linkedin.com/company/taking-service-forward?trk=company_logo

https://twitter.com/search?q=#archSM&src=typd&f=realtime


http://www.linkedin.com/groups/Taking-Service-Forward-Adaptive-Service-7430088/about


https://twitter.com/TSF_ASM



https://plus.google.com/u/0/communities/108142093643107261658


http://bit.do/TSFdocuments


https://www.facebook.com/TakingServiceForward?fref=ts






Twitter: @TSF_ASM





Architecture principles

Bonsai: Growing is the easy part, the real art lies in the pruning.

Do: Elegance. Ways that represent the creative efforts of many masters, generation after generation, accumulating progressively the best forms and techniques as well as the correct spirit.


why? who? when?

“I would not give a fig for the simplicity this side of complexity, but I would give my life for the simplicity on the other side of complexity”

- Oliver Wendell Holmes

what? how?



















Twitter: @TSF_ASM





Architecture principlesGeneric and applicable for all service management frameworks and approaches (instances) Include entities enabled by services as well as entities that enable servicesAvailable for anyone to modify and reuse without restrictionVendor-neutral and not favor any particular commercial interestIntegrate with and leverage existing architectures, best practices and standards for process, people, information, application, and infrastructureSupport subsequent application of different views and viewpoints without having to change the contents of the architecture itself (classes, entities, relations and properties)





















Twitter: @TSF_ASM





Three levelsThe meta model: Generic classes of entities (e.g. service, process, role, etc.), their properties and their direct and derived relations The detailed model: Specific entities and relations (e.g. specific processes such as Incident Management, specific roles such as Service Level Manager, etc.) for some or all of the classes of entities in the meta modelThe ontology: Detailed protocol of interoperability, i.e. interfaces or exchange formats between the entities in the detailed model. (e.g. detailed message format for incident exchange)





















Twitter: @TSF_ASM





Service science


who? how? when?

Service

Service act

Service system

Service value

Moment of truthCo-creationDynamics

Resources (operand and operant resources)Intent and management system

Outcome:Utility, warranty,

capability co-elevation

Service eco-system that exists in a service environment

why? what?



















Twitter: @TSF_ASM





Architecture concepts and language

Elements: Entity classes, entities, entity attributes, relations, relation attributes, viewpoints and views Artifacts: Entity relationship diagrams, tables of attributes and descriptive documents Language: ArchiMate® 2.1





















Twitter: @TSF_ASM







ASM

© -

The

met

a m

odel



















Twitter: @TSF_ASM





ASM® - The meta modelHow do we define service?

SERVICE OFFER is a proposal from a service provider (service system) to a service consumer (service system) for a potential future service engagementSERVICE ENGAGEMENT (collaboration) is a formal or informal specification of agreed expectations, rights, obligations and interfaces of two or more service systemsSERVICE ACT (the “moment of truth”) is an interaction that achieves value co-creation between service systemsSERVICE OUTCOME is the consequences for the stakeholders involved in a specific service act between one or more service systems. SERVICE SYSTEM (provider, consumer, integrator etc.) is a dynamic configuration of resources and intents whose purpose is to create value with other service systems through co-creationSERVICE is an aggregation of a service engagement with one or more service acts between two or more service systems creating service outcomes





















Twitter: @TSF_ASM







ASM

© -

The

met

a m

odel



















Twitter: @TSF_ASM







ASM

© -

The

met

a m

odel

Service Act

Service Value / Service Outcome

Service System



















Twitter: @TSF_ASM





ASM® - The meta modelService system

IntentExpectationRequirementPrinciple/policyGoalStrategy/planGuidance

Resource (operand)Human, financial, physical, logical, information

Resource (operant)Process

“Way of working”KnowledgeOrganizational ability

ActorRoleCulture (Value, behavior, attitude)Competence (Skill, experience, qualification)





















Twitter: @TSF_ASM





Views and viewpointsGovernance, management & operationSpecific stakeholderOrganizational viewpointsGoals cascadeLifecycleRequirementsManagement systemCapability and resourceRisk and warrantyCompliance and controlsOutsourced versus insourcedInside-out versus outside-in . . .





















Twitter: @TSF_ASM





The Taking Service Forward (TSF) initiativeFounded by Stuart Rance (UK), Peter Brooks (SA) and Christian F. Nissen (DK) mid 2013In November 2013, thirteen volunteer service management thought leaders met in Birmingham for five days to establish the foundation for ASMIn February 2014 the crowd-kit was launched to enable the community to become members of TSFSince mid 2014 specific discussions have been conductedSee www.takingserviceforward.org for more information



http://www.takingserviceforward.org/



















Twitter: @TSF_ASM





The Taking Service Forward (TSF) initiative

Everybody can become part of the initiative:Non-voting membership is granted to people who sign up to our copyright terms. As a non-voting member you have the right to access group collaboration areas and to submit change requestsVoting membership is granted to people who contribute to the development of the Adaptive Service Model© or related artifacts. This is determined by the approval of submitted change requestsAs a voting member you have the right to vote on change requests and on other issues such as appointment of a new governance team





















Twitter: @TSF_ASM





The co-creation approach

The Adaptive Service Model© (ASM), produced by the Taking Service Forward initiative, is licensed under Creative Commons Attribution 4.0 International LicenseThe Creative Commons License means that, though any contributions you make to the Adaptive Service Model© will be acknowledged, they will become part of the model, free for other people to use and adapt





















Twitter: @TSF_ASM





The co-creation approach ..

ASM will evolve through co-creation and crowdsourcing:Discussions of possible future changes are encouraged to take place in the TSF wiki, although Facebook, LinkedIn, Google+ etc. may be used to communicate more widely and stimulate interest in the open questionsWhen discussion reaches a point where it is suitable for submission the participants will be encouraged to submit a formal change request via the wikiFormal change requests are only accepted via the wikiAll change requests are reviewed by the governance team for approvalChanges are incorporated into the model as soon as practical





















Twitter: @TSF_ASM





Application – when to use the ASM?



Instantiations

Best practices Qualifications Tools

M e t a m o d e l

M o d e l

O n t o l o g y

Specific practices

Specific services

ASM



















Twitter: @TSF_ASM





Discussion: Process definition

What is in your opinion the difference between practice, value stream, process, procedure, workflow, adaptive case management, emerging pattern?Taking into account, that we strive for a simple and elegant meta model, which of the above concepts must be represented in the ASM meta model?Why?




















Twitter: @TSF_ASM





Discussion: Process definitionTopics discussed

Pre-determined activities versus non pre-determined activitiesA good name for a series of pre-determined activities is ‘procedure’ or ‘workflow’; and ‘freestyle’ for non pre-determinedGranularity of activities has to be consideredActivities can be aimed at realizing outputs or outcomes; with outcomes, there is more freedom to decide on the activities ‘on the fly’Is there causation or just correlation between ‘events’ and patterns of activities?



















Mark Smalley, The IT Paradigmologist

www.takingserviceforward.orgwww.aslbislfoundation.org

www.linkedin.com/in/[email protected]

www.smalley.it@marksmalleyMark

Interactive mindmapshttp://miroslawdabrowski.com

itSMF Slovakia, Bratislava, 17 April 2015

Taking Service Forwarda ‘discuss and develop’

dialogue