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TM

IT 4 IT

IT4IT™ and the IT Value Chain Leveraging Business Value Chain Success

An Operating Model for the New Style of IT

IT Value Chain

Plan

Plan

Build

Deliver

Run

Reference Architecture Governance Risk & Compliance

Efficiency & Agility

Sourcing & Vendor

Build

Define your strategy to balance and broker your Portfolio

Deliver

Prioritize every requirement to build the best services and deploy them

Handle each request by streamlining the process to fulfill it

Run Seek to detect issues and to correct them before impacting users

End-to-End Integrated Reference Architecture

Intelligence & Reporting Finance & Assets Resource & Project

Portfolio Mgmt.

Value Stream Overview

Cloud Automation

Application Lifecycle Mgmt.

Application Mobilization

Automation and Orchestration

IT Service Mgmt.

Business Service Mgmt.

Service Model Lifecycle Drive IT Value

IT Value Chain Strategy to Portfolio

Requirement to Deploy

Conceptual Service Model Strategy to Portfolio

Requirement to Deploy

Request to Fulfill

Detect to Correct

Drive IT portfolio to business innovation

Build what the business needs, when it needs it

Catalog, fulfill, & manage service usage

Anticipate & resolve production issues

Request to Fulfill

Logical Service Model

Detect to Correct

Realized Service Model

Measure and Create Insight

For more information, see www.opengroup.org/IT4IT The Open Group IT4IT™ Reference Architecture, Version 2.0 Reference Card (Doc. No. N150) Personal PDF Edition. Not for redistribution.

Copyright © 2015 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.

TM

IT 4 IT

IT4IT™ Reference Architecture, Level 1 Service Architecture

Enterprise Architecture Component

Defect Component Defect

Policy Component

Requirement Component Requirement

Policy

Proposal Component Scope Agreement

IT Initiative

Service Portfolio Component

Conceptual Service

Conceptual Service Blueprint

Strategy to Portfolio

Subscription

Offer

Build Package Component

Release Composition Component

Service Release

Chargeback Contract

Service Release Blueprint

Requirement to Deploy

For more information, see www.opengroup.org/IT4IT The Open Group IT4IT™ Reference Architecture, Version 2.0 Reference Card (Doc. No. N150) Personal PDF Edition. Not for redistribution.

Service Catalog Entry

Usage Record

Fulfillment Request

Fulfillment Execution Component

Request to Fulfill

Event Component Event

Diagnostics & Remediation Component Run Book

RFC

Desired Service Model

Incident

Service Contract

Usage Component

Incident Component

Service Level Component

Chargeback/ Showback Component

Catalog Composition Component

Build Package

Service Design Component

Logical Service Blueprint

Request Rationalization Component Request

Offer Mgmt. Component

Build

Project Component

Portfolio Demand Component

Problem/ Known Error

Shopping Cart

Build Component

Source Control Component

Problem Component

Offer Consumption Component

Test Case

Source

Portfolio Backlog Item

Test Component

Service Monitoring Component Service Monitor

Change Control Component

Configuration Management Component

Actual Service CIs

Detect to Correct

Copyright © 2015 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.

TM

IT 4 IT

S2P: Strategy to Portfolio Manage your IT Portfolio and Investments to Drive Business Innovation 

Provides the strategy to balance and broker your portfolio



Provides a unified viewpoint across PMO, enterprise architecture, and service portfolio



Improves data quality for decision-making



Provides KPIs and roadmaps to improve business communication

Value Drivers Holistic Demand Across PMO, enterprise architecture, and service portfolio mgmt.

Key Activities Strategy • Define objectives • Align business and IT roadmaps • Set up standards and policies

Information on investment activity and value realization.

• Enterprise architecture • Service portfolio rationalization • Create service blueprint and roadmap

Demand

Selection

• Consolidate demand • Analyze priority, urgency, and impact • Create new or tag existing demand

• Business value, risk, costs, benefits, & resources • What-if analysis • Ensure governance

Proof Points Business Priorities Decisions are based on business needs.

Data Consistency

Innovation

Reliability and trust based on consistent data across services.

Capital

Financial Visibility

Service Portfolio

Traceability Link from business request to what was delivered.

% of new investment vs maintenance

Demand

Usage

% CapEx vs OpEx

Communication With business stakeholders through service roadmaps.

For more information, see www.opengroup.org/IT4IT The Open Group IT4IT™ Reference Architecture, Version 2.0 Reference Card (Doc. No. N150) Personal PDF Edition. Not for redistribution.

Costs

% planned vs actual

Compliance

By source and type

% satisfied customers per service

Deficiencies in security policies and standards

Copyright © 2015 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.

TM

IT 4 IT

S2P: Strategy to Portfolio Cost Modeling Component n:1

IT Cost Model

Service Design Component

ITFM Supportive Function

Enterprise Architecture Component Service Architecture

Conceptual Service Blueprint

Service Portfolio Component

Logical Service Blueprint

1:n

n:1

Conceptual Service Blueprint

Requirement to Deploy

Policy Component

Policy

n:m

Requirement Component

n:m

n:m

Conceptual Service

Policy

Requirement Requirement to Deploy

1:n Portfolio Backlog Item

Business Process

Business Strategy

1:n

IT Budget

n:1

Portfolio Demand Component Portfolio Backlog Item

IT Investment Portfolio Component

n:m

Portfolio Backlog Item

ITFM Supportive Function

Proposal Component

Portfolio Backlog Item (rationalized/ Prioritized)

Project Component Scope Agreement

Scope Agreement

1:n

n:1

Portfolio Backlog

IT Initiative Requirement to Deploy

Functional Component – Key Functional Component – Auxiliary

Portfolio Backlog Item

1:1

Competency (availability)

Assets (availability)

Service Model Data Object – Key

Problem Component

Data Object – Auxiliary

IT Asset Management Supportive Function

Entity Relationship Record Fabric Integration

Labor Management

Detect to Correct

Problem, Known Error

Engagement Data Flow Current Practice

For more information, see www.opengroup.org/IT4IT The Open Group IT4IT™ Reference Architecture, Version 2.0 Reference Card (Doc. No. N150) Personal PDF Edition. Not for redistribution.

Copyright © 2015 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.

TM

IT 4 IT

R2D: Requirement to Deploy Prioritize Every Requirement to Build the Best Services and Deploy Them 

Provides a framework for creating, modifying, or sourcing a service

Key Activities Plan & design • IT project plan • Logical service model



Supports agile and traditional development methodologies



Enables visibility of the quality, utility, schedule, and cost of the services you deliver

• Functional & technical



Defines continuous integration and deployment control points

• Standards & policies

Value Drivers Reuse Re-use of services and requirements becomes the norm.

• Requirements

Improved inputs to IT Financial Management on full service cost.

Test

• Development: agile, iterative, waterfall, …

• Functional: desktop, web, mobile

• Source & set up dev. environment • Version control • Developer testing

• Performance: desktop, web, mobile • Security: static, dynamic

Deploy • Release plan • Change and configuration process • Knowledge management • Application and security monitors

Proof Points Time-to-Market Faster time-to-market for service realization.

Supplier Info.

Requirements % of requirements –

Predictability Control point facts for quality, utility, security, and cost.

Increased traceability across internal and external suppliers.

Policy Compliance Across security, risk, enterprise architecture, and finance.

For more information, see www.opengroup.org/IT4IT The Open Group IT4IT™ Reference Architecture, Version 2.0 Reference Card (Doc. No. N150) Personal PDF Edition. Not for redistribution.

Defects

% of detected versus closed at release

% of automated build, tests, deploy

Deploy

% of successful deployments

% of project tasks or cycles on time

Change

% of emergency changes

dev, test, deploy

Automation Financial Visibility

Develop

On Time

Copyright © 2015 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.

TM

IT 4 IT

R2D: Requirement to Deploy Fulfillment Request Defect RFC (Normal)

1:n Scope Agreement

Project Component

Source Control Component

Proposal Component Scope Agreement

Build

Source

IT Initiative

1:n

n:m

Change Control Component

Build Component

RFC

1:n

Strategy to Portfolio

n:1

n:m

Service Level Component Service Contract (Template)

IT Initiative

Service Contract

1:n

Detect to Correct

Build Package

RFC Release Release Composition Package Component

Service Design Component Service Portfolio Component Conceptual Service Blueprint Strategy to Portfolio

Service Design Package

1:n

1:1 1:n

Logical Service Blueprint

n:m

Fulfillment Execution Component

Build Package Component

Service Release 1:1 Blueprint

1:n

Desired Service Model

1:n

1:n

Service Release

Fulfillment Request

Release Package

1:1

Request to Fulfill

1:n 1:n

n:1

n:m

1:n

Catalog Composition Component

Service Catalog Entry (Unbound)

Requirement

1:n n:m

Requirement Component

Policy Component Policy

Request to Fulfill

1:1

1:n

1:n Requirement

Test Case

Defect Functional Component – Key Functional Component – Auxiliary

1:1

Portfolio Demand Component Portfolio Backlog Item Strategy to Portfolio

Defect Component Defect

n:m

Strategy to Portfolio

Service Catalog Entry

Test Component

1:n

Problem Component Problem, Known Error Detect to Correct

Defect

Service Model

Defect

Incident Component Incident Detect to Correct

Data Object – Key Data Object – Auxiliary Entity Relationship Record Fabric Integration Engagement Data Flow Current Practice

For more information, see www.opengroup.org/IT4IT The Open Group IT4IT™ Reference Architecture, Version 2.0 Reference Card (Doc. No. N150) Personal PDF Edition. Not for redistribution.

Copyright © 2015 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.

TM

IT 4 IT

R2F: Request to Fulfill Manage Catalog, Subscriptions, and Fulfillment across Multiple Providers  

Helps your IT organization transition to a service broker model Presents a single catalog with items from multiple supplier catalogs



Efficiently manages subscriptions and total cost of service



Manages and measures fulfillments across multiple suppliers

Value Drivers Consumption Consumers easily find and subscribe via self service.

Efficiency Standard subscription process with policies and automation.

Key Activities Design & Publish

Subscribe

• Mash catalog items from all fulfillment engines

• Portal engagement

• Route fulfillments

• Personalized experience

• Automate deployment

• Set pricing, options, and SLA • Publish services

• Self-service

• Use internal and external providers • Integrate with change, asset & config. systems

• Manage subscriptions

Fulfill

Measure • Service usage measurement • Chargeback/ showback • Cost transparency • Surveys and ratings

Proof Points Single Catalog Single offer catalog with multiple fulfillment providers.

Traceability Across subscription, usage, and chargeback.

Service Broker

Deliver

Subscriptions per period per service

Broker

% of subscriptions active or expiring

Speed

% of orders fulfilled with automation

Usage

% of successful deployments

Costs

% of self-service requests

Transition from request management to broker.

Cost Optimization Recover expired and unused subscriptions and licenses.

For more information, see www.opengroup.org/IT4IT The Open Group IT4IT™ Reference Architecture, Version 2.0 Reference Card (Doc. No. N150) Personal PDF Edition. Not for redistribution.

Satisfaction

% of subscriptions requiring an incident

Copyright © 2015 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.

TM

IT 4 IT

R2F: Request to Fulfill n:m 1:1

User Profile

Engagement Experience Portal

Service Catalog

Collaboration

Knowledge

Self Service Support

Shopping Cart Functional Component – Key

Shopping Cart

Functional Component – Auxiliary

Offer Consumption Component

1:n

Knowledge Item

Service Model

Composite/Compound Request

Data Object – Key

n:m

Data Object – Auxiliary

Offer Mgmt. Component

Entity Relationship Record Fabric Integration

Conversation

1:n

Request Rationalization Component

Subscription

Engagement Data Flow Current Practice

1:n

n:m Offer Catalog

1:n

n:m

n:m

Project Component

Requirement to Deploy

1:n

Service Catalog Entry (Bound)

Fulfillment Request

Status Chargeback Contract

Subscription

Request

Offer

Chargeback/ Showback Component

1:n

Usage

Chargeback Contract

1:n

Catalog Composition Component

Fulfillment Execution Component Desired

Service Level Status

Usage Component

Service Model

Fulfillment Request

n:1

Service Catalog Entry

Usage Record

Service Catalog Entry (Unbound)

Service Contract (Template)

Service Monitor

1:1

1:n Release Composition Component

Release Package

Actual Service CIs

RFC

1:n

Incident Request

Usage

1:1

Service Release Blueprint

Bill/Invoice

1:n

Requirement to Deploy

Request

1:1 Service Contract (Instance) Request

Service Level Component

IT Asset Management

Service Contract Detect to Correct

IT Supplier (External to IT)

Change Control Component RFC

Supportive Function

Detect to Correct

Configuration Management Component Actual Service CIs Detect to Correct

For more information, see www.opengroup.org/IT4IT The Open Group IT4IT™ Reference Architecture, Version 2.0 Reference Card (Doc. No. N150) Personal PDF Edition. Not for redistribution.

Fulfillment Engine & Deploy/ Provision Systems

IT Financial Management

Service Monitoring Component

Knowledge & Collaboration

Incident Component

Supportive Function

Detect to Correct

Supportive Function

Detect to Correct

Copyright © 2015 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.

TM

IT 4 IT

D2C: Detect to Correct Integrating IT Operations to Quickly Find and Fix Issues  

Brings together IT service operations to enhance results and efficiency Enables end-to-end visibility using a shared configuration model



Identifies issues before they affect users



Reduces the mean time to repair

End -to-end visibility to quickly identify and resolve.

Cost Reduce tickets, war rooms, and duplicate work.

Detect

Diagnose

• See events, alarms, and metrics across the entire infrastructure • Understand user issues

Change

• Enrichment • Root cause • Severity and business impact • Defined escalation path

• Trace the relationship between events

Value Drivers Efficiency

Key Activities Resolve

• Define change request • Perform problem and risk analysis

• Implement change

• Approve

• Close records

• Leverage run books • Verify recovery

• Auto-fixed common issues

Proof Points Collaboration Common language with consistent data and shared configuration.

Risk Defined business impact and reduced clannish knowledge.

Traceability

Velocity

Decrease mean time to repair

Effort

Root Cause

Increase in problems identified and solved

Teamwork

Across event, incident, change, and resolution.

% of events and incidents escalated

% of change -related outages

Improvement Shorter mean time to repair and more uptime.

For more information, see www.opengroup.org/IT4IT The Open Group IT4IT™ Reference Architecture, Version 2.0 Reference Card (Doc. No. N150) Personal PDF Edition. Not for redistribution.

Costs

% of automated event and incident resolutions

Satisfaction

% of first call resolution

Copyright © 2015 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.

TM

IT 4 IT

D2C: Detect to Correct Functional Component – Key

Release Composition Component

Functional Component – Auxiliary

Subscription

Requirement to Deploy

Service Model Data Object – Key

Service Contract (Template)

Data Object – Auxiliary Entity Relationship Record Fabric Integration

Request to Fulfill

Request to Fulfill Service Contract (Template)

Service Contract (Instance)

n:m

Engagement Data Flow

Offer Management Component

Request Rationalization Component

Service Release Blueprint

RFC

Current Practice

RFC

1:1 Service Level Status

Offer Consumption Component

Usage Component

Request to Fulfill

Request to Fulfill

Self Service Support

KPI n:m

Defect Component Defect

Incident

Service Contract Request to Fulfill

Status

Usage

Defect

Defect Requirement to Deploy

Service Level Component

Portfolio Demand Component

Portfolio Backlog Item

Portfolio Backlog Item Strategy to Portfolio

1:1 1:1

1:1 1:n

Business/IT Measurement

Business Measurement (Incident)

Service Monitoring Component

Event Component

Event

Incident

1:n

Incident Component

Problem

Interaction n:m

Event

1:n

Service Monitor

Problem Component

Change Control Component

Problem, Known Error

Incident

n:m

n:m

RFC

1:n

RFC

n:m 1:n Service Monitor

Run Book

n:1

Service Discovery

Run Book

Run Book

Actual Service CIs

n:m

Knowledge Item

n:m Fulfillment Execution Component Desired Service Model

Fulfillment Request

1:n Request to Fulfill

Actual Service CIs

Diagnostics & Remediation Component

Configuration Management Component

1:1

n:m Actual Service CIs

Run Book

Knowledge & Collaboration Component Knowledge Item

Conversation

n:m Supportive Function

n:m n:m 1:1 RFC

For more information, see www.opengroup.org/IT4IT The Open Group IT4IT™ Reference Architecture, Version 2.0 Reference Card (Doc. No. N150) Personal PDF Edition. Not for redistribution.

Copyright © 2015 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.