1. Business & ITSMBusiness & ITSMalignmentalignment
2. 2© Copyright Ahead Technology Inc. All rights reservedThe SpeakerNasser El-Batal- President and CEO of Ahead Technology Inc.- Ex-Member of the APMG ITIL® sub-advisory group- Member of the Open Group and itSMF- ITSM Strategic Management Consultant- Certified ISO/IEC 20000 Consultant / auditor- Accredited instructor with worldwide experience• ITIL, TOGAF, COBIT, ISO20000, …- 24 years experience in different facets of the IT industry• Contact information• Nasser.El-Batal@ahead-technology.com• Office (888) 922 0022• Cell (613) 265 2750
3. 3© Copyright Ahead Technology Inc. All rights reservedIntellectual Property NoticeThis presentation is Ahead Technology’s Intellectual Property and isprotected under international copyright laws, unless otherwise specifiedWithout the express written consent of Ahead Technology Inc.,this material may not, in whole or in part, be used, translated,reduced to any electronic medium or machine-readable form,or paper copy, or reproduced in any manner whatsoeverITIL® is a Registered Trademark of the Cabinet Office.ISO/IEC 20000® is a Registered trade mark of itSMFi.CobiT® is owned by and a Registered trademark of ISACA.PMBOK™ is a trademark of PMI.TOGAF® is a Registered of the Open group.CMMi is Registered trademark of SEIAhead Technology is licensed to use and reproduce the informationin this presentation as per our license agreements with theappropriate governing bodies.
4. 4© Copyright Ahead Technology Inc. All rights reservedITSMGeneric viewITSMGeneric view
5. 5© Copyright Ahead Technology Inc. All rights reservedBusiness NeedsEnterprises are under constant pressureto:- Achieve and sustain value creation over time- Improve the relation between business and IT- Establish appropriate governance model- Align with major frameworks and standards- Increase benefits realization through effective andinnovative use of enterprise IT• Generate business value from new enterpriseinvestments with a supporting IT investment• Achieve operational excellence through application oftechnology
6. 6© Copyright Ahead Technology Inc. All rights reservedBusiness Needs (Continued)- Establish business relationship managementprocess and framework- Maintain IT related risk at an acceptable level- Control cost of IT services and technology- Ensure business and IT collaboration, leading tobusiness user satisfaction with IT engagement andservices- Comply with ever increasing relevant laws, audits,regulations and policies- Increase Customer Satisfaction- Improve Effectiveness of Services (BenefitsRealization)
7. 7© Copyright Ahead Technology Inc. All rights reserved- Improve Efficiency of Services (increasedproductivity and/or reduction in expenditures)- Improved Communication between internal andexternal stakeholders- End to end traceability and visibility- Human resource development- Adopt continual service improvement culture andprocessBusiness Needs (Continued)
8. 8© Copyright Ahead Technology Inc. All rights reservedCOBITISO19770CMMITOGAFISO27001Others….ITILSOXISO/IEC 20000ISO9001ITSMProgramscopeInitiatePlanExecuteMonitor andControlCloseSecurityMgtControl andGovernanceMaturityArchitectureFinancialControlServiceLifecycleOtherITSMSTDQM STDChoosing the right solution
9. 9© Copyright Ahead Technology Inc. All rights reservedThe variety of IT models, standards and bestpractices must be well understood in order toconsider how they can be used togetherCOBITISO/IEC20000ISO27001/2ITILGovernanceWHAT HOWSCOPE OF COVERAGEOthersRelationship & Scope© 2007 IT Governance Institute. All rights reserved.www.itgi.orgEnterprise Architecture
10. 10© Copyright Ahead Technology Inc. All rights reservedTOGAF® 9.1TOGAF® 9.1
11. 11© Copyright Ahead Technology Inc. All rights reservedThe Open Group Architecture Framework(TOGAF) is an important enabler and a frameworkfor delivering Enterprise ArchitectureTOGAF consists of a framework for categorizingwhat you need to capture about the enterpriseand a definitive and proven step-by-step method,called the Architecture Development Method(ADM), for developing, implementing, andmaintaining the enterprise architecture.What is TOGAF®?
12. 12© Copyright Ahead Technology Inc. All rights reservedTOGAF Architecture DomainsEnterprise Architecture Perspectives- Business architecture• Describes the processes the business uses to meet itsgoals. It links strategy formulation to strategyimplementation.- Application architecture• Describes how specific applications are designed andhow they interact with each other.- Data architecture• Describes the enterprises logical and physical dataresources and how the data is managed.- Technical architecture• Describes the hardware and software infrastructure thatsupports the business processes, applications, and theirinteractions.
13. 13© Copyright Ahead Technology Inc. All rights reservedTOGAF 9.1 SectionsPart I - IntroductionPart II – Architecture Development MethodPart III – ADM Guidelines and TechniquesPart IV – Architecture Content FrameworkPart V – Enterprise Continuum and ToolsPart VI – TOGAF Reference ModelsPart VII – Architecture Capability FrameworkPreface, Executive Overview, Core Concepts, Definitions and Release NotesIntroduction to ADMADM Phase NarrativesArchitectural ArtifactsArchitecture DeliverablesBuilding BlocksGuidelines for Adapting the ADM ProcessTechniques for Architecture DevelopmentEnterprise ContinuumArchitecture PartitioningArchitecture RepositoryTools for Architecture DevelopmentFoundation Architecture: Technical Reference ModelIntegrated Information Infrastructure Reference ModelArchitecture BoardArchitecture ComplianceArchitecture ContractsArchitecture GovernanceArchitecture Maturity ModelsArchitecture Skills FrameworkArchitecture Content Metamodel
14. 14© Copyright Ahead Technology Inc. All rights reservedTOGAF 9.1 - The Big PictureTOGAF EnterpriseContinuum & ToolsTOGAF ADM &Content FrameworkTOGAF Capability FrameworkPart II ArchitectureDevelopment MethodPart VII ArchitectureCapability FrameworkPart V EnterpriseContinuum & ToolsPart III ADMGuidelines &TechniquesPart IVArchitectureContent FrameworkPart VI TOGAFReference ModelsBusinessVisionandDriversBusinessCapabilitiesInforms the Businessof the current stateEnsures Realizationof Business VisionInforms thecapabilityRefinesUnderstandingBusiness needsneed into methodDelivers newbusiness solutionsOperational changescause updatesSets targets,KPIs, budgets forarchitecture rolesDrives needfor ArchitectureCapability Maturity
15. 15© Copyright Ahead Technology Inc. All rights reservedTOGAF 9.1 Components
16. 16© Copyright Ahead Technology Inc. All rights reservedTOGAF 9.1 ADM Process
17. 17© Copyright Ahead Technology Inc. All rights reservedStand-alone or ComplementaryZachman FrameworkFederal Enterprise Architecture FrameworkOther FrameworksSupport orGuidanceDoD Architecture FrameworkTOGAF 9.1
18. 18© Copyright Ahead Technology Inc. All rights reservedITIL®Service LifecycleITIL®Service Lifecycle
19. 19© Copyright Ahead Technology Inc. All rights reservedWhat is ITIL®The most widely accepted Framework of ITservice management in the world.Provides a cohesive set of best practice, drawnfrom the public and private sectorsinternationally.Supported by a comprehensive qualificationsscheme, accredited training organizations, andimplementation and assessment tools – (CabinetOffice).Provides a set of guidance for defining,strategizing, designing, transitioning andimplementing integrated set of phases andprocesses covering the entire ITSM servicelifecycle.
20. 20© Copyright Ahead Technology Inc. All rights reservedGovernance MethodsStandards AlignmentCaseStudiesTemplatesScalabilityQuick WinsQualificationsStudy AidsKnowledge&SkillsSpecialtyTopicsExecutiveIntroductionITIL® V3 Service Lifecycle PhasesServiceStrategiesContinual ServiceImprovementServiceDesignServiceOperationContinualServiceImprovementContinualServiceImprovementServiceTransitionServiceStrategiesContinual ServiceImprovementServiceDesignServiceOperationContinualServiceImprovementContinualServiceImprovementServiceTransitionFutureComplementaryValue AddedProductsThe CoreModels withinthe ServiceLifecyclePhases©©©© Crown Copyright 2007. Reproduced under license from OGC
21. 21© Copyright Ahead Technology Inc. All rights reservedITIL® Service Lifecycle PhasesBusiness / Customer RequirementsDevelop operational plans, procedures and work instructions, day to dayorganization and team management, monitor, report and control, etc.Create transition plans, test solutions and acceptance criteria, validation, buildingand deployment, capture and manage knowledge, etc.Design architectures and standards, roles and responsibilities, processes andtechnology, etc.Align business and IT strategies, establish objectives and policies, manage serviceportfolio and investments, confirm resources and possible constraints, etc.Measurement analysis and reporting, develop improvement actions and plans,etc.ContinualServiceImprovementServiceOperationServiceTransitionServiceDesignServiceStrategyITIL guidance in achieving customerand provide beneficial solutionsITSMFunctionsTechnicalManagementApplicationManagementOperationManagement Service DeskTechnical resources required todevelop and deliver successfulprojects and IT services
22. 22© Copyright Ahead Technology Inc. All rights reservedITIL® Service Lifecycle – Big Picture
23. 23© Copyright Ahead Technology Inc. All rights reservedCOBIT® 5COBIT® 5
24. 24© Copyright Ahead Technology Inc. All rights reservedWhat is COBIT?Control Objectives for Information and RelatedTechnology (COBIT) is a framework created byISACA for information technology (IT)management and IT governance.It is a supporting toolset that allows managers tobridge the gap between control requirements,technical issues and business risks.
25. 25© Copyright Ahead Technology Inc. All rights reservedCOBIT 5 Principles
26. 26© Copyright Ahead Technology Inc. All rights reservedPrinciple 1: Meeting Stakeholder Needs
27. 27© Copyright Ahead Technology Inc. All rights reservedPrinciple 2:Covering the Enterprise End–to–EndGovernance Enablerscomprising:• The organizationalresources for governance• The enterprise’sresources• A lack of resources orenablers may affect theability of the enterprise tocreate valueGovernance Scopecomprising• The whole enterprise• An entity, a tangibleor intangible asset,etc.
28. 28© Copyright Ahead Technology Inc. All rights reservedPrinciple 3:Applying a Single Integrated FrameworkEnablers providestructure to theCOBIT 5knowledge base
29. 29© Copyright Ahead Technology Inc. All rights reservedPrinciple 4:Enabling a Holistic Approach
30. 30© Copyright Ahead Technology Inc. All rights reservedPrinciple 5 - Governance and ManagementDefined
31. 31© Copyright Ahead Technology Inc. All rights reservedGovernance ensures that stakeholder needs,conditions and options are:- Evaluated to determine balanced, agreed-on enterpriseobjectives to be achieved- Setting direction through prioritization and decisionmaking- Monitoring performance, compliance and progressagainst agreed direction and objectives (EDM)Management plans, builds, runs and monitorsactivities in alignment with the direction set bythe governance body to achieve the enterpriseobjectives (PBRM)Principle 5:Separating Governance from Management
32. 32© Copyright Ahead Technology Inc. All rights reservedCOBIT 5 Process Reference Model
33. 33© Copyright Ahead Technology Inc. All rights reservedCOBIT 5 Mapping Summary
34. 34© Copyright Ahead Technology Inc. All rights reservedMake Your Own FrameworkITIL – ISO/IEC20000The over arching service management frameworkProcess definition, design, transition, implementation and on-goingimprovementCOBIT as the IT Governance and Controls frameworkBusiness goals cascading IT goals and IT processesRisk ManagementTOGAFThe Service Provider selected Enterprise Architecture frameworkBusiness, Information, Application, and Technology domainsADM, Content FrameworkACMM (Architecture Capability), OSIMM (Business Model)AICPA/CICA PMM GAPP (Privacy)
36. 36© Copyright Ahead Technology Inc. All rights reservedCOBIT/ TOGAF/ ITIL OverlapCOBIT Process/Practice TOGAF Phase/Activity ITILManage the IT ManagementFrameworkEnsure Resource OptimizationPreliminary phaseArchitecture GovernanceService StrategyCSIManage Enterprise ArchitectureDeveloping an architecture vision Architecture vision - A Service StrategyService DesignDefining reference architectures Business Architecture - BDefining reference architectures Information Systems Architecture - C Service DesignDefining reference architectures Technology Architecture - D Service DesignSelecting opportunities and solutions Opportunities & Solutions - E Service TransitionDefining architecture implementation Migration planning Architectureservices - FService TransitionArchitecture services Implementation governance - G Service TransitionArchitecture services Architecture change management - H Service TransitionArchitecture services Requirements management - R Service DesignStrategizeImplement/OperateChange
38. 38© Copyright Ahead Technology Inc. All rights reservedSample Program Structure
39. 39© Copyright Ahead Technology Inc. All rights reservedSample Goal-Based processes prioritiesThe following Goals Cascade assumes theadherence to the following Business Goals- Optimization of business process functionality.• Strengthen the internal processes and process delivery of serviceprovider as an organization until they are prepared to delivervalue and effectiveness.- Customer oriented service culture.• Evolve a service catalogue and portfolio into services that areclarified, supported and advertised to the stakeholders andcustomers. Refine and perfect the model for how those servicesare delivered by service provider and measure how well they arereceived.- Stakeholder value of business investments.• Manage and refine the ‘value’ of Service Provider’s services andthe organization.• Apply every method possible to improve benefits while balancingcost.
40. 40© Copyright Ahead Technology Inc. All rights reservedBenefits of ITSM Implementation Against CMMiPROCESSMATURITYInitial (0-0.99)Defined (2-2.99)Managed (3-3.99)Optimized (4-5.00)Repeatable (1-1.99)Best practices arefollowed andautomatedProcesses are alignedwith businessobjectivesProcesses areoptimized towardcustomer serviceContinuousimprovementWell-documentedoverall toolarchitecture withcomplete integrationin all areas ofpeople, process, andtechnologyLoosely defined rolesand responsibilitiesProcesses areirregular,undefined, and usedreactivelyManual processes or afew specific discretetools(pockets/islands)No internal resourcesare allocated to leadprocess maturityeffortRoles andresponsibilities areassignedProcesses follow aregular pattern andare capable of beingrepeatedMany discrete tools,but a lack of centralcontrolData stored inseparate locationsClearly defined andagreed roles andresponsibilitiesFormal ITIL trainingplan and scheduleProcesses aredocumented andcommunicatedConsolidated dataretained and usedfor trending andforecastingInter and intraprocess teamworkQuality-basedperformanceincentivesProcesses aremonitored andmeasuredInfo is produced fromprocesses tosupportmanagementdecisions.Integrated toolsets,databases, andprocessesLevel 2Level 1Level 3Level 4Level 5Note:• Focus on ‘improvements’• Implementation will focus oncontrol.• Process design should be‘integrated’.
41. 41© Copyright Ahead Technology Inc. All rights reservedSample Assessment Results
42. 42© Copyright Ahead Technology Inc. All rights reservedSample Assessment Overview
43. 43© Copyright Ahead Technology Inc. All rights reservedSample High Level Roadmap - 1
44. 44© Copyright Ahead Technology Inc. All rights reservedSample High Level Roadmap - 2
45. 45© Copyright Ahead Technology Inc. All rights reservedFormalizing the Service Management Strategic Plan as part of the firststeps in implementing a service management culture.Establish an Enterprise Architecture Framework to guide, inform andaccelerate Service Management projects and initiatives.Develop a governance model for managing the EnterpriseArchitecture with corresponding RACI charts and an EnterpriseArchitecture Compliance model.Adopt and refine a service delivery model for shared services.Define, select and implement an integrated IT Service Managementtool.Mature service level management and build an ITSM BusinessRelationship Management framework.Modify job descriptions to match changes to roles as an effect ofintroducing the new governance models.Train staff in the industry frameworks and new/changed processes.Introduce a Continual Service Improvement program across Serviceprovider’s organizationSample Recommendations
46. 46© Copyright Ahead Technology Inc. All rights reservedAdditional DeliverablesFinal assessment reportBusiness caseImplementation plan- Processes- Technology- People
47. 47© Copyright Ahead Technology Inc. All rights reservedAdditionalConsiderations
48. 48© Copyright Ahead Technology Inc. All rights reservedProject Management – PMBOK, PRINCE2 or MSPProject Management provides the method, toolsand techniques to plan, realize and deliver newor updated initiatives and improvement projectsThe discipline of planning, organizing, andmanaging resources to bring about thesuccessful completion of specific project goalsand objectives in terms of quality, cost and time
49. 49© Copyright Ahead Technology Inc. All rights reservedDeming’s Cycle Of Continual ImprovementTimescalePlan, Do, Check, ActControlled QualityImprovementsAligning ITServices toBusinessRequirementsPADCMaturityLevelsInitial -Repeatable -Defined -Managed -Optimized -The Deming cycle is the foundation of all ITSM processes, each level individuallyand all levels collectivelyBaselinePoint©©©© Crown Copyright 2007. Reproduced under license from OGC
50. 50© Copyright Ahead Technology Inc. All rights reservedThe Cycle of Continual Service ImprovementThe Approach to Continual ServiceImprovementProduce meaningfulmeasurements & metrics.Monitor and reviewInitiate service & processimprovement initiativesDevelop plans, scheduleand allocate resourcesBased on realisticmeasurable targets.Consider constraints –Time, Money and ResourcesCurrent state baselines,capability & maturity.Compare with best practice,legislation, policy, etc.In line with businessvision, goals & objectivesWhat is theITSM Vision?1How do we confirmmilestones havebeen reached?How do weget wherewe want to be?Where do wewant to be?Where arewe now?2345©©©© Crown Copyright 2007. Reproduced under license from OGCHowdo wekeep themomentumgoing?6Communicate andrecognize goodwork.Foster a servicemanagement cultureOngoing CSI3-6 months2-5 years
51. 51© Copyright Ahead Technology Inc. All rights reservedImplementation Impact AreasImplementation has an impact on many parts ofthe IT organizationProcess re-engineering changes everything…©©©© Crown Copyright 2007. Reproduced under license from OGCPROCESSPEOPLE MANAGEMENTTECHNOLOGY• Single Point of Accountability• Logical Group of Activities• Cross Departmental• Defined Procedures• Repeatable, Consistent• Global Standards• Enhanced Skills• Multi-Functional Teams• Values/Beliefs• Cultural Biases• Training• Career Development• Mgmt. Commitment• Mgmt. Participation• Compensation / Rewards• Values / Beliefs• Coaching / Enabler• Career Opportunities• Organizational Design• Teamwork Enabled• Service Management Tools• Integrated Data Sharing• Knowledge Management• Management Information
52. 52© Copyright Ahead Technology Inc. All rights reservedIncreasing Your Chance Of Success…Consider John Kotter’s eight stepsKotter’s Eight Steps… including main reasons why transformation efforts fail©©©© Crown Copyright 2007. Reproduced under license from OGCKotter’s Eight Steps… including main reasons why transformation efforts fail
53. 53© Copyright Ahead Technology Inc. All rights reservedChallenges,Critical SuccessFactors and RisksChallenges,Critical SuccessFactors and Risks
54. 54© Copyright Ahead Technology Inc. All rights reservedCritical Success FactorsUnderstand Business and IT strategy and goalsSecuring Management commitment andInvolvementUnderstand your stakeholders, their impact andview pointsEnsure sufficient program fundingAllocate knowledgeable ITSM resources at theright levelIdentify the program road map and CSFsEstablish your Business Case
55. 55© Copyright Ahead Technology Inc. All rights reservedCritical Success FactorsEnterprise wide acceptanceAvailability of funds throughout the program lifecycleEstablish ITSM Portfolio and CatalogueProper RACI R&R mappingEnsure Program Owner/Champion, Service Owner andBusiness Relationship Managers roles are in placeAdoption of ITSM cultureAdoption, definition and design of relevant ITSMprocessesHave the right tool to support your ITSM programEstablish a knowledge transfer program for the peopleinvolved in the program at different level and topics ofcertifications.
56. 56© Copyright Ahead Technology Inc. All rights reservedChallenges / RisksSecuring management commitmentWorking under pressure and in reactive mode willimpact your benefit realizationManaging behavioral and cultural changeLack of understanding of the roles andresponsibilitiesInadequate resources, budget and timeLack of information, monitoring andmeasurements to understand current statusInappropriate tools and technologiesUnstructured implementation approach
57. 57© Copyright Ahead Technology Inc. All rights reservedChallenges / RisksMis-understanding business strategyAmbiguity of business needs and requirementLack of understanding how ITSM enables andsupports business services and processesOver-ambitious goalsLack of governance“Tool” approach to Implementing ITSMImplementation without the proper “Transition”processes and activities
58. 58© Copyright Ahead Technology Inc. All rights reservedThank you somuch forcoming.Questions!?