IT4IT Overview

Charles Betz
 Speaker bio
Charlie Betz is Director of Strategy and Innovation (aka Chief Architect) for a major US telecom and ecommerce
hosting provider, currently assigned to large enterprises in the retail and healthcare sectors.
Representative to the IT4IT Strategy Board, a new Open Group standard for the business of IT
Previously he was Research Director for IT Portfolio Management at Enterprise Management Associates. He spent 6
years at Wells Fargo as VP and Enterprise Architect for IT Portfolio Management and Systems Management. He has
held architect and application manager positions for Best Buy, Target, and Accenture, specializing in IT
management.
He is sole author of The Architecture of IT Management (formerly Architecture and Patterns for IT) and co-author of
several works with Lean collaborators and for ISACAs COBIT.

Charlie lives in Minneapolis, Minnesota with his

wife Sue and son Keane.
What we will cover

Why IT4IT?
Overview and positioning of IT4IT
IT4IT governance
IT4IT content
IT4IT Agile workstream
Getting involved

3
Who is this man
and what does he want?

Ralph Szygenda, CIO, General Motors 2000-2009

The next thing is IT ERP. At GM, the complexity of managing IT is
an astronomical thing.
11/18/2014 -- Betz www.erp4it.com 4
I WANT IT ALL!

Complete transparency
Complete traceability
What are the DETAILED INVENTORY and FINANCIAL COSTS of
the IT systems supporting a given BUSINESS CAPABILITY?
Whats the BUSINESS PURPOSE of this byte on this disk on
this array in this data center?
What are the BUSINESS CONSEQUENCES of this component
failing?
Metadata
& IT
11/18/2014 Service5
Manageme
Demand/portfolio perspective

How do my business strategies translate to the IT portfolio?

What current investments are good? questionable? bad?
For an application/service, what are the total costs (w/drilldowns) of
acquisition and operations?
What are the steady-state drivers
of my operational costs?
What cyclic events (lease, capacity,
technology refresh) do I need to
plan for?
What are the impacts/dependencies?

11/18/2014 -- Betz www.erp4it.com 6

Supply perspective

What technologies are trending

up? Down?
What talent market concerns do I
have?
What vendors am I spending my
IT dollars with?
Where is my biggest exposure in
terms of software licensing risk?
What is my technology lifecycle-
driven demand, and how can I
minimize this?

7
Build perspective
What is the current status of
the software development lifecycle
across & within projects?
What major changes are upcoming?
What is the current overall pace of change in my systems?
Am I working to minimize large, risky batches of work?
I need to upgrade service or system X
What is its complete bill of materials?
Top to bottom interdependencies & their nature?
What systems use data element Y?
What does it mean?
What is its lineage?
What security/privacy/retention policies apply to it?

11/18/2014 -- Betz www.erp4it.com 8

Execute perspective

How am I spending my IT dollars?

Development
Support/Operations
What queues do I have in my current operating model?
Are my staff multi-tasking? How badly?
What is the operational status & trending of my systems?
Incident & Problem
Support & Maintenance
Change
How do my incident/problem metrics
relate to my change activities?
Business impact of technical issues

11/18/2014 -- Betz www.erp4it.com 9

IT4IT overview

Industry standard for the business of IT

launching this October at Open Group
conference in London
Started out of discussions between Shell, HP
and other customers
Intended to be more prescriptive and
architectural than ITIL or COBIT
Emphasis on end to end IT value streams,
management architecture and conceptual
data model
Similar in scope and intent to reference
architectures such as eTOM and ARTS

10
Solving problems that every enterprise has
Building a reference architecture that allows IT to be a business innovation center
Why create a customer consortium
History of every new initiative reinventing IT foundations
Issues are industry independent
Policy Requirement Defect Problem Incident
Management Management Management Management Management

Policy Requirement Defect Problem Incident

Proposal
Management
(Investment)

IT Contract
Project
Delivery
Management
IT Project
Test
Management

Test Case
Catalog
Management
Offer

Service Catalog
Subscription
Management

Subscription
Billing &
Chargeback

Chargeback
Record
Diagnostics &
Remediation

Runbook
Event
Management

Event
What and next steps
Entry

Business
Architecture
Management
Business
Architecture
Demand
Management

Demand
Service
Development
Management
Source
Build
Management

Deployment
Package
Request &
Routing
Management
Fulfillment
Request
Usage
Management

Usage Record
Service
Monitoring

Service
Monitor
End-to-end business service lifecycle for existing/future paradigms
IT
Architecture
Management
Service
Portfolio
Management
Service
Design
Management
Design Package
Release
Management
Release Package
Deployment
Management
Service
Change
Management
Configuration
Management
Open standardization process
Release Desired
Conceptual Conceptual Service CIs
Service Blueprint Logical Service Blueprint RFC
IT Architecture Blueprint Service Release Actual Service CIs

Plan Build Deliver Run How

With broad integrated processes to deliver higher value than silos
Support for industry process models like ITIL and COBIT
Leveraging business value chain success in IT
Designed by customers like you over the last 2 years using real world use cases
Based on Porters value chain and lean manufacturing value streams concepts

IT Value Chain

Plan Build Deliver Run Efficiency

Reference Architecture &
Finance & assets Agility
Sourcing & vendor
Intelligence & reporting
Resource & project
Governance, risk and compliance
Realizing a service-centric style of IT
IT Value Chain integration prescription delivers end-to-end traceability
Service lifecycle on a repeatable, predictable, coherent and future safe reference architecture

Strategy to Requirement Request to Detect to

Portfolio to Deploy Fulfill Correct
Plan Build Deliver Run
Demand Develop Publish Monitor
Policy Test Subscribe Diagnose
Selection Release Fulfill Change
Pol icy Requirement Def ect Probl em Incident
Management Management Management Management Management

Pol icy Requi rement Def ect Pr obl em Inci dent

Proposal Project Test Cat al og Subscript ion Bil l ing & Di agnost ics & Event
Management Del i very Management Management Management Chargeback R emedi at ion Management
(Invest ment ) Management Of f er

IT Cont ract IT Pr oject Test Case Subscr ipt i on Char geback Runbook Event
Servi ce Cat al og Record
Ent ry

Business Demand Ser vice Buil d Request & U sage Ser vice
Archi t ect ure Management Devel opment Management Rout ing Management Moni t oring
Management Management Management
Busi ness Demand Sour ce Depl oyment Ful f il l ment Usage Record Servi ce
Ar chit ect ure Pack age Request M onit or

IT Ser vice Ser vice Rel ease Depl oyment Change Conf igurat ion
Archi t ect ure Por t f ol io D esi gn Management Management Management Management
Management Management Management
Design Package Rel ease Package Servi ce
Rel ease Desir ed
Concept ual Concept ual Servi ce CIs
Servi ce Bl uepr int Logi cal S er vice Bl uepr int RFC
IT Ar chit ect ure Bl uepr int Servi ce Rel ease Act ual Ser vice CIs
 Service
Architecture
Enterprise
Architecture
IT4IT Reference Architecture v1.2
Key Functional Components and underpinning Key Artifacts
Knowledge &
Policy Requirement Defect Shop / Buy / Pay / Manage Problem Incident
Collaboration
Shopping
Cart
Knowledge Problem /
Policy Requirement Defect Incident
Item Known Error

Catalog Request Chargeback /

Proposal Project Test Rationalization Event
Aggregation Request Showback
& Offer Mgmt.
Chargeback
IT Contract IT Project Test Case Offer Subscription Event
Contract

Usage Diagnostics & Service

Demand Service Build
Development Remediation Monitoring

Usage Service
Demand Source Build Run Book
Record Monitor

Release Catalog Composition Change CMDB

Service Service Design Control
Portfolio Design Release & Design Fulfillment
RFC
Package Request
Service Service
Design Catalog
Package Entry

Conceptual Logical Service Desired

Conceptual Service Actual
Service Service Release Service
Service Release Service CIs
Blueprint Blueprint Blueprint Fulfillment Model
Execution

Strategy to
Requirement to Deploy Request to Fulfill Detect to Correct
Portfolio
 Detect to Correct functional model RFC
RFC

Self Service Defect Demand

Shop/Buy/Pay/ Usage Support
Incident Defect Defect Defect Demand Demand
Manage
Requirement Strategy to
Request to Fulfill to Deploy Portfolio
Request to Fulfill Request to Fulfill
1:1
1:1 1:1

Status Usage 1:n

1:n

Service
Event Event Incident Incident Problem Problem RFC Change Control
Monitoring
Interaction
Problem,
Service n:m Incident Known Error
Monitor Event
1:n n:m n:m 1:n RFC

n:m
1:n Run book
Service n:m
Monitor Service Discovery Knowledge Item
CI Run book Run book
V.1.2, Mar 20th 2014
n:m This wor k is based upon material
Actual developed and publ ished by t he
Fulfillment Execution
Desired Service Diagnostics & Knowledge & Collaboration IT4IT Consort ium
Fulfillment Service CIs CMDB Remediation Functional Component - Key
Request Model n:m Functional Component - Auxiliary
1:n 1:1 n:m Runbook
Knowledge Conversation Service Model
Actual Service CIs Item Data Artifact Key
Request to Fulfill Request to Fulfill Data Artifact Auxiliary

n:m Entity relationship

Record fabric Integration
Engagement dataflow
n:m
Current practice
1:1
RFC
 DRAFT
Computation
Needs further
independent
research & vetting

CMMI

SAFe
Narrative
Conceptual

ANSI 09001

TOGAF
ITIL
GAAP

COBIT
Platform

VCOR

SCOR
Degree of Prescriptiveness

independent
Logical

ANSI/ISA-95
Key detail
where

IT4IT
necessary

eTOM
BIAN
NRF ARTS

ACORD
Syntactically
precise

HR-XML
Interoperable

MDDL
XBRL
EDI

Exhaustive
detail (e.g. all
conceivable
data attributes)

Topic Scope
Supply Chain

Finance

HR

Marketing

Retail

Insurance
IT

Banking

Telco

Manufacturing
Multi-industry

Shared functions Verticals

 IT4IT and ITIL: A comparison IT4IT

Archi
Mate
ITIL

TOGAF

IT4IT ITIL
Prescriptive Descriptive

Architectural origins and focus. Structured consistently with TOGAF and Primarily narrative
Archimate. Value stream, capability, data, system views

Solution orientation Oriented to practitioner education rather than solution

Fundamental focus on the end to end flow of IT value streams across IT Oriented to deep discussion of individual silo functions. Beyond overall
capabilities. Specified as a conceptual data model for IT4IT and a set of lifecycle, little emphasis on cross capability/function flows
functional system needed to maintain the data model

Mutually exclusive and comprehensive, rigorously avoiding ambiguity Ambiguous and overlapping terminology in places
and overlap in its architectural catalogs

Precise representation of data and integration patterns in complex IT Limited utility to planners and architects attempting to integrate IT
management domain management infrastructure.

Understanding of Agile and DevOps trends. Waterfall, top-down planning orientation.

When standardized, will have agile and iterative, open development Long term history of proprietary ownership, not transparent. Multi-year
process. revision cycle
Key point: IT4IT does not specify capabilities

There are various interpretations

of IT capability models ITIL COBIT
IT4IT is non-normative with
respect to capabilities (although CMMI
there is a reference list) PMBOK
IT4IT is (or will be) normative with TOGAF
SAFe
respect to system components
and data objects

18
IT4IT Governance

First open reference model dedicated

to the business of IT
Clear, community process for
maintenance
Consortium model is the most proven
model for sustaining this kind of
architectural work with accountability
IT4IT will follow Open Groups mature
standards development practices
IT4IT Consortium members (Nov 2014)

Shell Munich Re
HP Achmea
British Petroleum Capgemini
PwC AT&T
Univ. S. Florida Logicalis
Accenture UMBRiO
Origin Energy Atos
Microsoft Arismore
Agile Enablement Workstream
IT4IT Consortium

Initial charter, scope, and direction

Draft 0.3 7/21/2014
Agile principles

Correctly apply economics

Avoid waste
Maximize information
Manage for flow under uncertainty
Build effective culture
Build effective software pipeline

22
Positioning

IT4IT is not a methodology.

It is closer to design patterns.
It is a framework and
prescriptive in the sense of it
being a reference model
There is validity to the Agile
concern that process can be
nothing more than organizational
scar tissue.
But process is not ONLY that.
Agile objectives for IT4IT

Centrality of version control for both text and binary artifacts

Automation of build, test, and deployment processes

Support forward transparency & shared visual mental models

Support limited Work in Progress; understand and manage all queues
Show patterns for fast feedback
Event Incident Defect Story - Change
Automated rollback
Identify the industry consensus end to end components across core Dev
and Ops
DEVOPS TOOLCHAIN
Continuous Integration
application Scenario 1

Fulfillment Execution Component

Service Development Component (Source Build Management Component Release Design Component
Control)

Dependency Management Artifact storage &

Artifact storage & retrieval retrieval

Build package
Artifact reconciliation

Stores package
Defect Management Component
Test Management Component

Prioritization Static Analysis Track tests

Tracking Execute tests

26
Continuous deployment w/rollback
application Scenario 4

Fulfillment Execution Component

Rollback Rollback
authorized Rollback
requested
invoked

Event Management
Incident Management Change Control Component
Component Deployment Management
Component
Systems
Business rule
Alert Prioritization
management

Aggregation Tracking

Platform Specific
Svcs

Event

Service Monitoring CMDB Component

Component
Rollback
executed

Condition Dependency graph

Target System

27
KANBAN & QUEUING
WHAT is Kanban?

In manufacturing, a visible
signal (e.g. return of an
empty parts bin) that a
work area needs to pull
more work.

In IT services development
and operations, an
adaptable, shared visual
model that makes demand
and supply explicit
The challenge
Incident
A given teams Kanban board SR
may encompass Requirements, Work Order
Changes, Service Requests,
TODO DOING DONE
Work Orders, and even
Incidents and Problems.

Issue
Change
Release
Kanban impact on IT4IT

We should be able to have

unified demand visibility across
all queues
Understanding and managing
all backlog holistically
32
Benefits to standards participation

Its not just for product companies

The knowledge sharing that comes is
beneficial for practitioners
Meet peers struggling with the same issues
Consider it as a form of staff development
Intense, challenging, collaborative work
Great for senior people bored with conferences
& classroom training
Cost (including membership) is comparable
or cheaper than traditional training and
conferences

33
How do I get involved?

Open Group is a consortium model

Your company needs to join the Open Group
and in particular the IT4IT Forum for full
participation in content development
There is a LinkedIn group where questions
are discussed with the community and
suggestions can be raised
This is the same as the Archimate and
TOGAF models
34
Questions/discussion

35
ADDITIONAL MATERIAL

36
IT4IT Core Metamodel
Level 3: Vendor independent Architecture
*
Value Stream
*
* Attribute
* * 1
Capability * * 1 1..*
Functional Component Artifact
Discipline
2 2
1 1 *
1
1..* Relationship

1
FC Function

1..*
* * *
1..*
* 0..1
* Essential * * SoR
Scenario
Service Integration

Use cases identified and together with SoR Integrations drive identification of Service Endpoints / Essential services for IT
Attributes needed for SoR integrations and Use cases are indentified
The Class model is mapped to ArchiMate concepts and the IT4IT specification is capture in ArchiMate
Class model for IT4IT Reference Architecture
Level 3: ArchiMate Notation Guide
L3 Element Representation L3 Element Representation

Value Chain Artifact [Data Object]

Artifact
[Business Function]
Value Chain

Value Stream Essential Service

[BusinessFunction] [Application
Value Stream Service] Essential
Service

Capability SoR Integration

[Business Function] [Application
(Discipline) Capability Discipline
Interaction] SoR

Functional [Application [Application

Component Component]
Functional
Collaboration] SoR

Component
IT4IT Content

Value Reference
Why it Deeper High level Detailed
Stream Overview KPIs Components Architecture
matters dive flow Architecture
Context Context
Strategy to Portfolio value stream

IT Value Chain
Plan Build Deliver Run Efficiency
Reference Architecture &
Finance & assets Agility
Sourcing & vendor
Intelligence & reporting
Resource & project
Governance, risk and compliance

Creates a blueprint for optimizing the way you

manage your IT portfolio and investments to drive
business innovation
 Strategy to Portfolio

Strategy Service Portfolio Demand Selection

Provides the strategy to use to balance and broker your portfolio

Unified viewpoint across PMO, enterprise architecture & service portfolio
Improves data quality for decision making
KPIs and roadmaps to improve business communication
How a user-centric world impacts IT planning
Drive IT portfolio to business innovation
Strategy Service Portfolio Demand Selection

Common Planned economy

2 year planning Support / enhance core 70:30 KTLO to Bottom-up tactical
windows, quarterly business process innovation monitoring
reviews Resource capacity big Apps focus: business Manual data collection
Cost reduction and teams, inflexible skills process efficiency and correlation
reliability Ops focus: stability,
change is evil
Next wave Market economy
4 quarterly rolling New user end points 20:80 KTLO to Top-down goals
planning/ bi-weekly and edges of process innovation KPI monitored via
CEO review
Agile teams, multi- Sourcing/brokering aggregated measures
Business innovation and sourced, flexible skills Risk and security Real-time, automated,
reliability become table integrated
stakes Customer impact
(loyalty, revenue)
Why Strategy to Portfolio?
Designed to help with investing in the right services
Business
Holistic demand Data consistency
priorities
Across PMO, enterprise Decisions are based on Reliability and trust based
architecture, service business needs on consistent data across
portfolio and business services

Financial visibility Traceability Communication

Information on Link from business With business
investment activity and request to what was stakeholders through
value realization delivered service roadmaps
Proving value KPIs
Using Strategy to Portfolio to quantify the value of portfolio planning

% of new investment
Innovation vs maintenance
Demand By source and type

% satisfied customers
Capital % CapEx vs OpEx Usage per service

Deficiencies in security
Costs % planned vs actual Compliance policies and standards
Exploring Strategy to Portfolio

Strategy Service Portfolio Demand Selection

Define objectives Enterprise Consolidate Business value,

Align business and architecture demand risk, costs, benefits
IT roadmaps Service portfolio Analyze priority, & resources
Set up standards rationalization urgency, and What-if-analysis
and policies Create service impact Ensure governance
blueprint and Create new or tag
roadmap existing demand
Strategy to Portfolio major components

Strategy Service Portfolio Demand Selection

Enterprise Service
Demand Proposal
Architecture Portfolio
 Reference Architecture
Strategy to Portfolio Requirement to Deploy Request to Fulfill Detect to Correct
Enterprise
Architecture

Ser vice
Architectur e

Knowledge &
Policy Requirement Defect Shop / Buy / Pay / Manage Problem Incident
Shopping
Collaboration
Functional
Cart
Poli cy Requirement Defect
Kno wle dge
Item
Pro blem/
Kno wn Err or
Inci dent component

Catalog Request Chargeback /

Proposal Project Test Rationalization Event
Aggregation Reque st Showback
& Offer Mgmt.
IT Contract IT Proje ct Test Ca se Offe r Sub scription
Charge back
Contract
Event
Artifact

Usage Diagnostics & Service

Demand Service Build
Remediation Monitoring
Development

Demand Sou rce Buil d

Usa ge
Run Book
Ser vice Entity
Record Monitor
relationship
Release Catalog Composition Change CMDB
Service Service Design Control
Portfolio Design Release & Design Fulfillment
RFC
Package Reque st
Ser vice Ser vice
Design Catalog
Package Entry
Service
Conceptual
Ser vice
Conceptual
Ser vice
Log ica l
Ser vice
Ser vice
Release
Ser vice
Release
Desired
Ser vice
Actu al
Ser vice CIs
model
Blue print Blue print Blue print Fulfillment Model
Execution

V.1.2, Mar 20th 2014

This wor k is based upon material
developed and publ ished by t he
IT4IT Consort ium
Strategy to Portfolio functional model Service Design
Logical Service
Service Portfolio 1:n Blueprint
Requirement to Deploy
Roadmap Conceptual
Service Service
Enterprise Architecture Blueprint Blueprint
1:n Policy
Policy
n:1 Requirement
Service n:m n:m Requirement
n:m
Architecture
Conceptual
Service Policy Requirement to Deploy

Demand 1:n 1:n

Business Process

Demand Demand Proposal

Business (rationalized) IT Contract Project
Demand
Strategy IT Contract
Demand n:1 1:n IT Project
Requirement to Deploy

Competency Budget Assets

Demand 1:1 (availability) (estimate) (availability)
V.1.2, Mar 20th 2014
This wor k is based upon material
Problem Labor Asset developed and publ ished by t he
IT4IT Consort ium
Management Management
Problem, Functional Component - Key
Known Error
Detect to Correct Functional Component - Auxiliary
IT Financial Service Model
Management
Data Artifact Key
Data Artifact Auxiliary

Entity relationship
Record fabric Integration
Engagement dataflow
Current practice
Requirement to Deploy value stream

IT Value Chain
Plan Build Deliver Run Efficiency
Reference Architecture &
Finance & assets Agility
Sourcing & vendor
Intelligence & reporting
Resource & project
Governance, risk and compliance

Define, build, test, and deploy the right

service, at the right time, at the right cost
 Requirement to Deploy

Plan & design Develop Test Deploy

Framework for creating, modifying or sourcing a service

Supports agile and traditional development methodologies
Visibility to the quality, utility, schedule, and cost of the services you deliver
Defines continuous integration and continuous deployment control points
How a user-centric world impacts building services
Build what the business wants, when it wants it

Plan & design Develop Test Deploy

Common 4 months
Exhaustive definition Manual configurations Test only; Manual deployment
and stubs code=black box
Abstract Wastage of assets:
Driven top-down Lead time for performance scripts,
Contractual
environments known bugs, etc.
Everyone in one
building Treated as last mile
Next wave 1 week
Just enough Composite and Insight into code Automated deployment
Experiential virtualized changes Asset reuse between
Automatic connections Auto deploys for Apps and Ops
Story-based /
dev/test
interpretive Empowered,
entrepreneurial and Continual testing
distributed
Why Requirement to Deploy?
Designed to help in building, sourcing and deploying quality services

Reuse Time to market Supplier Info

Reuse of services and Faster time to market for Increased traceability and
requirements becomes service realization benchmarking of internal
the norm and external suppliers

Financial visibility Predictable Policy compliance

Improved inputs to IT Control point facts about Across security, risk,
Financial Management quality, utility, security enterprise architecture &
on full service cost and cost finance
Proving value KPIs
Using Requirement to Deploy to measure investment effectiveness

% of requirements dev, % of detected vs closed

Requirements test, deploy Defects at release

% of automated build, % of successful

Automation tests, deploy Deploy deployments

% of project tasks or
On time cycles on time Change % of emergency changes
Exploring Requirement to Deploy

Plan & design Develop Test Deploy

IT Project plan Development: Functional: Release plan
Logical service Agile, iterative, desktop, web, Change and
model waterfall mobile configuration
Requirements Source & set up Performance: process
dev environment desktop, web, Knowledge
Functional &
Version control mobile management
technical
Developer testing Security: static, Application and
Standards &
dynamic security monitors
policies
Requirement to Deploy major components

Plan & design Develop Test Deploy

Service Service
Test Fulfillment
Design Development

Build
Requirements
Release Design
 Reference Architecture
Strategy to Portfolio Requirement to Deploy Request to Fulfill Detect to Correct
Enterprise
Architecture

Ser vice
Architectur e

Knowledge &
Policy Requirement Defect Shop / Buy / Pay / Manage Problem Incident
Shopping
Collaboration
Functional
Cart
Poli cy Requirement Defect
Kno wle dge
Item
Pro blem/
Kno wn Err or
Inci dent component

Catalog Request Chargeback /

Proposal Project Test Rationalization Event
Aggregation Reque st Showback
& Offer Mgmt.
IT Contract IT Proje ct Test Ca se Offe r Sub scription
Charge back
Contract
Event
Artifact

Usage Diagnostics & Service

Demand Service Build
Remediation Monitoring
Development

Demand Sou rce Buil d

Usa ge
Run Book
Ser vice Entity
Record Monitor
relationship
Release Catalog Composition Change CMDB
Service Service Design Control
Portfolio Design Release & Design Fulfillment
RFC
Package Reque st
Ser vice Ser vice
Design Catalog
Package Entry
Service
Conceptual
Ser vice
Conceptual
Ser vice
Log ica l
Ser vice
Ser vice
Release
Ser vice
Release
Desired
Ser vice
Actu al
Ser vice CIs
model
Blue print Blue print Blue print Fulfillment Model
Execution

V.1.2, Mar 20th 2014

This wor k is based upon material
developed and publ ished by t he
IT4IT Consort ium
Requirement to Deploy functional model Fulfillment Request
Defect
RFC (Normal)
1:n
IT Contract
Project Service Development Build Change Control
Proposal

IT Project
IT Contract Source Build RFC
1:n 1:n
Strategy to Portfolio

1:n n:m
IT Project n:m

RFC
Release Package
Service Design 1:n
Release
Fulfillment Execution
Service Portfolio Service Release Fulfillment
Package Desired Service 1:1
Design 1:1 1:1 Model Request
Conceptual Service Package Design
Blueprint
1:n 1:n 1:n 1:n 1:n
Logical Service Service Service
Strategy to Portfolio Blueprint Release Release Blueprint Request to Fulfill

1:n

1:n Catalog Composition &

1:n n:1 Service Catalog Entry (Unbound)
Design
Requirement 1:n Service Catalog Entry

n:m
Request to Fulfill
Requirements Test Defect
Defect
Policy
Policy n:m 1:n 1:n 1:1
Requirement Test Case Defect
Strategy to Portfolio V.1.2, Mar 20 th 2014
This wor k is based upon material
developed and publ ished by t he
1:1
Demand IT4IT Consort ium

Problem Defect Defect Incident Functional Component - Key

Demand 1:n Management Management Functional Component - Auxiliary
Strategy to Portfolio Problem, Incidnet Service Model
Known Error
Data Artifact Key
Detect to Correct Detect to Correct
Data Artifact Auxiliary

Entity relationship
Record fabric Integration
Engagement dataflow
Current practice
Request to Fulfill value stream

IT Value Chain
Plan Build Deliver Run Efficiency
Reference Architecture &
Finance & assets Agility
Sourcing & vendor
Intelligence & reporting
Resource & project
Governance, risk and compliance

Transition to a service broker model using an offer

catalog to manage subscriptions and route
fulfillments
Request to Fulfill

Publish Subscribe Fulfill Measure

Helps your IT organization:

Transition to a service broker model
Present a single catalog with items from multiple supplier catalogs
Efficiently manage subscriptions and total cost of service
Manage and measure fulfillments across multiple suppliers
How a user-centric world impacts delivering services
Catalog, fulfill, and manage services and track their usage

Define & publish Subscribe Fulfill Measure

Common Bureaucratic
Paper-based Generic, email/forms- Multiple hand-offs Blanket allocations
driven
Built to order Stranded capacity, Anecdotal service
Fragmented naked services not quality reports
monitored in rollout or
Politicized
production
(who you know)
Next wave Self-serve
Automated Automated and Automated workflow Pay per use
personalized
Configured to order Management by Continual user
Aggregated exception, instrumented experience
(one-stop shop) from request to release measurement and
Optimized for management
consumption
Why Request to Fulfill?
Designed to help source and access quality services

Consumption Single catalog Service broker

Consumers easily find Single offer catalog with Transition from request
and subscribe via multiple fulfillment management to broker
self-service providers

Efficiency Traceability Cost optimization

Standard subscription Across subscription, Recover expired and
process with policies and usage and chargeback unused subscriptions and
automation licenses
Proving value KPIs
Use Request to Fulfill to quantify the value of self-service catalog subscriptions

Subscriptions per % of subscriptions

Deliver period per service
Broker active or expiring

% of orders fulfilled % of successful

Speed with automation
Usage deployments

% self-service % of subscriptions
Costs requests
Satisfaction requiring an incident
Exploring Request to Fulfill

Publish Subscribe Fulfill Measure

Mash up catalog Portal engagement Route fulfillments Service usage
items from all Personalized Automate measurement
fulfillment engines experience deployment Chargeback /
Set pricing, options Self-service Use internal and showback
and SLA external providers Cost transparency
Manage
Publish services subscriptions Integrate with Surveys and
change, asset & ratings
config systems
Request to Fulfill major components

Publish Subscribe Fulfill Measure

Shop / Buy / Pay / Manage

Catalog Request Fulfillment Usage

Chargeback /
Showback
 Reference Architecture
Strategy to Portfolio Requirement to Deploy Request to Fulfill Detect to Correct
Enterprise
Architecture

Ser vice
Architectur e

Knowledge &
Policy Requirement Defect Shop / Buy / Pay / Manage Problem Incident
Shopping
Collaboration
Functional
Cart
Poli cy Requirement Defect
Kno wle dge
Item
Pro blem/
Kno wn Err or
Inci dent component

Catalog Request Chargeback /

Proposal Project Test Rationalization Event
Aggregation Reque st Showback
& Offer Mgmt.
IT Contract IT Proje ct Test Ca se Offe r Sub scription
Charge back
Contract
Event
Artifact

Usage Diagnostics & Service

Demand Service Build
Remediation Monitoring
Development

Demand Sou rce Buil d

Usa ge
Run Book
Ser vice Entity
Record Monitor
relationship
Release Catalog Composition Change CMDB
Service Service Design Control
Portfolio Design Release & Design Fulfillment
RFC
Package Reque st
Ser vice Ser vice
Design Catalog
Package Entry
Service
Conceptual
Ser vice
Conceptual
Ser vice
Log ica l
Ser vice
Ser vice
Release
Ser vice
Release
Desired
Ser vice
Actu al
Ser vice CIs
model
Blue print Blue print Blue print Fulfillment Model
Execution

V.1.2, Mar 20th 2014

This wor k is based upon material
developed and publ ished by t he
IT4IT Consort ium
Request to Fulfill functional model
n:m
1:1 User Profile Engagement Experience Portal

Knowledge &
Self Service
Shopping Cart Collaboration Knowledge
Shop / Buy / Pay / Manage Item Support
n:m
1:n
Conversation
Composite/Compound
n:m 1:n Request

Catalog Request Rationalization Chargeback / Knowledge

Item
Aggregation & Subscription Showback Status
Subscription
Offer Mgmt. 1:n
n:m 1:n
Offer n:m
Request Chargeback Contract
Catalog Offer n:m

Project n:m 1:m

Service Catalog Chargeback
Fulfillment 1:n Usage
Entry (Bound) Contract
ITProject Request
1:n
Requirement to Deploy
Catalog Fulfillment Execution Usage
Composition Desired
& Design Fulfillment Service
Request Model
n:1 Usage Record
Service Catalog Entry

Service Catalog
V.1.2, Mar 20th 2014
Entry (Unbound) This wor k is based upon material
developed and publ ished by t he
Release IT4IT Consort ium
Package 1:1 Service
1:1 Functional Component - Key
Actual Monitor
1:n Release Design Service Functional Component - Auxiliary
1:n Release Request Usage Incident
1:n RFC CIs Service Model
Service Package
Service Release Data Artifact Key
Release Blueprint Data Artifact Auxiliary
1:n Bill/Invoice
Requirement to Deploy Entity relationship
1:n Record fabric Integration
Engagement dataflow
Request
Current practice

Request 1:1

IT Asset Change CMDB Fulfillment IT Financial Service Problem Incident

IT Supplier
Management
(External to IT)
Supportive Function Supportive Function
Control Engine & Deploy/ Management Monitoring
Actual Problem,
RFC Service CIs Provision Systems Known Error
Detect to Correct Detect to Correct Supportive Function Supportive Function Detect to Correct Detect to Correct Detect to Correct
Detect to Correct value stream

IT Value Chain
Plan Build Deliver Run Efficiency
Reference Architecture &
Finance & assets Agility
Sourcing & vendor
Intelligence & reporting
Resource & project
Governance, risk and compliance

Bringing together IT service operations to

efficiently detect and correct issues before
impacting users
Detect to Correct

Detect Diagnose Change Resolve

Brings together IT service operations to enhance results and efficiency

End-to-end visibility using a shared configuration model
Identify issues before they affect users
Reduce the mean time to repair
How a user-centric world impacts resolving issues
Anticipate and resolve service issues

Detect Diagnose Change Resolve

Common Local, procedural
Reactive Static infrastructure Feared Patch in prod
Multi-sourcing blind 1:1 resource to service By-committee Snowflake systems
spots (unique, fragile)
Designed to test CAB controls change
Triage and manual Tribal knowledge for
Isolated impact Dev/QA controls
forensics resolution
regression tests
Next wave Virtual, dynamic
Predictive Dynamic infrastructure, Expected, continual and Repeatable, automated
shared everything automated change
Multi-disciplinary and
guided forensics Designed to operate CAB controls change to Social-IT for enterprise
Automated triage (flight Complex failure modes automation and collaboration
regression tests
data recorders)
Dev/Ops collaboration
Detect to Correct to Portfolio?
Designed to help with investing in the right services

Efficiency Collaboration Traceability

End-to-end visibility to Common language with Across event, incident,
quickly identify and consistent data and change and resolution
resolve shared configuration

Cost Risk Improvement

Reduce tickets, war Defined business impact Shorter mean time to
rooms and duplicate work and reduced clannish repair and more uptime
knowledge
Proving value KPIs
Using Detect to Correct to quantify the value of IT operations improvements

Decrease mean time % of events and

Velocity to repair
Effort incidents escalated

Increase in problems % of change related

Root cause identified & solved
Teamwork outages

% of automated event
Costs & incident resolutions
Satisfaction % of first call resolution
Exploring Detect to Correct

Detect Diagnose Change Resolve

See events, alarms Enrichment Define change Implement change
and metrics across Root cause request Leverage runbooks
the entire Perform problem
Severity and Verify recovery
infrastructure and risk analysis
business impact Close records
Understand user Approve
Defined escalation
issues
path
Trace the
Auto-fixed common
relationship
issues
between events
Detect to Correct major components

Detect Diagnose Change Resolve

Service
Event Incident Remediation
Monitoring

Configuration
 Reference Architecture
Strategy to Portfolio Requirement to Deploy Request to Fulfill Detect to Correct
Enterprise
Architecture

Ser vice
Architectur e

Knowledge &
Policy Requirement Defect Shop / Buy / Pay / Manage Problem Incident
Shopping
Collaboration
Functional
Cart
Poli cy Requirement Defect
Kno wle dge
Item
Pro blem/
Kno wn Err or
Inci dent component

Catalog Request Chargeback /

Proposal Project Test Rationalization Event
Aggregation Reque st Showback
& Offer Mgmt.
IT Contract IT Proje ct Test Ca se Offe r Sub scription
Charge back
Contract
Event
Artifact

Usage Diagnostics & Service

Demand Service Build
Remediation Monitoring
Development

Demand Sou rce Buil d

Usa ge
Run Book
Ser vice Entity
Record Monitor
relationship
Release Catalog Composition Change CMDB
Service Service Design Control
Portfolio Design Release & Design Fulfillment
RFC
Package Reque st
Ser vice Ser vice
Design Catalog
Package Entry
Service
Conceptual
Ser vice
Conceptual
Ser vice
Log ica l
Ser vice
Ser vice
Release
Ser vice
Release
Desired
Ser vice
Actu al
Ser vice CIs
model
Blue print Blue print Blue print Fulfillment Model
Execution

V.1.2, Mar 20th 2014

This wor k is based upon material
developed and publ ished by t he
IT4IT Consort ium
 Detect to Correct functional model RFC
RFC

Self Service Defect Demand

Shop/Buy/Pay/ Usage Support
Incident Defect Defect Defect Demand Demand
Manage
Requirement Strategy to
Request to Fulfill to Deploy Portfolio
Request to Fulfill Request to Fulfill
1:1
1:1 1:1

Status Usage 1:n

1:n

Service
Event Event Incident Incident Problem Problem RFC Change Control
Monitoring
Interaction
Problem,
Service n:m Incident Known Error
Monitor Event
1:n n:m n:m 1:n RFC

n:m
1:n Run book
Service n:m
Monitor Service Discovery Knowledge Item
CI Run book Run book
V.1.2, Mar 20th 2014
n:m This wor k is based upon material
Actual developed and publ ished by t he
Fulfillment Execution
Desired Service Diagnostics & Knowledge & Collaboration IT4IT Consort ium
Fulfillment Service CIs CMDB Remediation Functional Component - Key
Request Model n:m Functional Component - Auxiliary
1:n 1:1 n:m Runbook
Knowledge Conversation Service Model
Actual Service CIs Item Data Artifact Key
Request to Fulfill Request to Fulfill Data Artifact Auxiliary

n:m Entity relationship

Record fabric Integration
Engagement dataflow
n:m
Current practice
1:1
RFC