Implementing ITIL® Service Strategy Through Enterprise Architecture

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  • 1. Implementing ITIL® Service Strategy through Enterprise Architecture itSMF Singapore Annual Conference 16 Mar 2012Please see Acknowledgements & Notices in second last slide ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 1 www.iss.nus.edu.sg
  • 2. My Organisation Institute of Systems Science www.iss.nus.edu.sg Part of National University of Singapore Support national IT competency development needs Faculty of practitioners from industry with average of more that 15 years experience each Caters to working IT professionals ■ Post-Graduate Programmes ■ Executive Programmes ■ Consulting ■ Industry Research ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 2 www.iss.nus.edu.sg
  • 3. About Myself ITIL Expert, TOGAF 9 Enterprise Architect, CITPM (Senior), COMIT, CGEIT, Chartered IT Professional  20 years of IT management experience  Process Improvement  Enterprise Architecture and PlanningGoh Boon NamChief, New Initiatives  IT OperationsInstitute of Systems Science  Application Development  Consultancy for private and public sector  CMMI  Enterprise Architecture ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 3 www.iss.nus.edu.sg
  • 4. ITIL v3.0 (ie. 2007 Edition) © Crown Copyright 2011 Select right Do things well things to do © Crown Copyright 2011. Reproduced under licence from the Cabinet Office ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 4 www.iss.nus.edu.sg
  • 5. ITIL V3.0 Service Strategy – Quick PollHow many of yourorganisations have trainedstaff on the details of thisbook and implemented it?[exclude ITIL consulting /training organisations] © Crown Copyright 2011 © Crown Copyright 2011. Reproduced under licence from the Cabinet Office ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 5 www.iss.nus.edu.sg
  • 6. Global Status of ITIL Service Strategy (SS) Process In place Source: itSMF 2010 Global Survey Process Not In place ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 6 www.iss.nus.edu.sg
  • 7. Why low take-up of ITIL SS v3.0? © Crown Copyright 2011Lucky for me that I have abackground in electricalengineering systems theory, agraduate degree in operationsresearch, and a lifetime’s reading ofscientific literature, or I’m not surehow I would have otherwisesurvived my first encounter with it. the IT Skeptic (Rob England) Source: http://www.itskeptic.org/node/243 © Crown Copyright 2011. Reproduced under licence from the Cabinet Office ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 7 www.iss.nus.edu.sg
  • 8. Scope of ITIL V3 Upgrade (ie. 2011 Edition)© Crown Copyright 2011 © Crown Copyright 2011. Reproduced under licence from the Cabinet Office ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 8 www.iss.nus.edu.sg
  • 9. ITIL Service Strategy 2011 Edition 2007 Edition 2011 Edition© Crown Copyright 2011 © Crown Copyright 2011. Reproduced under licence from the Cabinet Office ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 9 www.iss.nus.edu.sg
  • 10. ITIL SS 2011 Ed – Clearly Defined Processes “ ” ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 10 www.iss.nus.edu.sg
  • 11. ITIL SS 2011 Ed – Guidance for Processes E.g. “Strategy Management for IT Services • Purpose & Objectives • Scope • Value to Business • Policies, Principles and Basic Concepts • Process Activities, Methods and Techniques • Triggers, Inputs, Outputs and Interfaces • Information Management • CSFs and KPIs • Challenges and Risks” ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 11 www.iss.nus.edu.sg
  • 12. Time to implement ITIL SS? Process In place Process Not In place ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 12 www.iss.nus.edu.sg
  • 13. Using Enterprise Architecture to helpImplement ITIL SS Aspects of ITIL Service Strategy overlapping with EA What is Enterprise Architecture (EA)? Jump-start ITIL Service Strategy through Enterprise Architecture ■ How Enterprise Architecture can help ITIL SS ■ How ITIL SS can complement EA ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 13 www.iss.nus.edu.sg
  • 14. ASPECTS OF ITIL SSOVERLAPPING WITH EA ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 14 www.iss.nus.edu.sg
  • 15. What is ITIL Service Strategy? “A strategy is a complex set of planning activities in which an organization seeks to move from one situation to another in response to a number of internal and external variables.” “ITIL service strategy specifically defines how a service provider will use (ie. plan to use) IT services to achieve the business outcomes of its customers, thereby enabling the service provider (whether internal or external) to meet its objectives (of providing value to the customer).” ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 15 www.iss.nus.edu.sg
  • 16. What IT Services would you strategisefor these companies? vs ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 16 www.iss.nus.edu.sg
  • 17. Strategic Management for IT ServicesStrategic assessment Strategy generation Strategy execution (through the service lifecycle) Analyse Vision Determine Service internal perspective management factors Policies Align Define Form a assets with market position customer spaces outcomes Documented Continual Establish service service objectives strategy Optimize improvement Identify Plans strategic Craft a critical industry plan • Service portfolio success factors • Financial factors management •Service design Actions/ requirements Analyse Adopt CSFs •Service transition Prioritize external patterns of requirements investments factors action •Service operation requirements Establish objectives Strategy measurement and evaluation © Crown Copyright 2011. Reproduced under licence from the Cabinet Office ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 17 www.iss.nus.edu.sg
  • 18. One Key Output of ITIL Service Strategy Service knowledge management system Service Strategy helps to plan and govern Service portfolio the implementation of Service status Service Portfolio e.g.: Requirements Definition Service pipeline New IT services or enhancements Analysis Approved to add to the Service Pipeline Service lifecycle Chartered Design Customer/support Development team viewable Build section of the Test service portfolio Service (the service Release catalogue catalogue, with Operational/live selected fields viewable) Retiring Retired Retired services IT services to be retired© Crown Copyright 2011 © Crown Copyright 2011. Reproduced under licence from the Cabinet Office ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 18 www.iss.nus.edu.sg
  • 19. ENTERPRISE ARCHITECTURE ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 19 www.iss.nus.edu.sg
  • 20. Who are using Enterprise Architecture? Public Sector Example ■ Singapore Government • “The (EA) programme aims to establish a federated view of all government agencies enterprise architectures to optimise government ICT assets for greater cost savings or avoidance.” Private Organisation Examples How does EA help them? ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 20 www.iss.nus.edu.sg
  • 21. Singapore Government EAMinistry of Education■ Before EA • Uncoordinated IT expenditures • Siloed redundant systems • Limited IT efficiencies • Cumbersome systems that prevented agility■ EA helped • Reduced number of systems by 44% • Saved over $25 million Source: http://www.infoworld.com/print/173372 ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 21 www.iss.nus.edu.sg
  • 22. Proctor & Gamble■ Before recent launch of EA • Business processes not end-to-end digital • Lack of standardisation • Lack of real-time information■ EA helped • Introduce “Going Digital” programme • Increased business process standardisation by 10% • Increased end-to-end automation by 10% • Increased real-time information by 300% Source: http://www.infoworld.com/print/173372 ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 22 www.iss.nus.edu.sg
  • 23. EA Definition Gartner ■ Enterprise architecture (EA) is the process of translating business vision and strategy into effective enterprise change by creating, communicating and improving the key requirements, principles and models that describe the enterprises future state and enable its evolution. ■ Enterprise architects compose holistic solutions that address the business challenges of the enterprise and support the governance needed to implement them. ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 23 www.iss.nus.edu.sg
  • 24. EA is NOT Solution Architecture Source : http://www.andyblumenthal.com/2007/08/enterprise-architecture-is-not.html ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 24 www.iss.nus.edu.sg
  • 25. Enterprise Architecture – 4 Domains Business Business processes, Architecture organization, people Application Data Architecture Architecture Services Data, information Hardware, Technology software, Architecture network ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 25 www.iss.nus.edu.sg
  • 26. EA Target & Service Portfolio Business Business processes, Service knowledge management system Architecture organization, people Service portfolio Service status Requirements Service Application Data Definition pipeline Analysis Architecture Architecture Approved Service lifecycle CharteredServices Data, information Design Customer/support Development team viewable Build section of the Test service portfolio Service Technology (the serviceHardware, Release Operational/live catalogue catalogue, with selected fieldssoftware, Architecture viewable)network Retiring Retired Retired services © Crown Copyright 2011. Reproduced under licence from the Cabinet Office ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 26 www.iss.nus.edu.sg
  • 27. Creating Target Enterprise Architecture Current Target Business Business Business processes, Business processes, Architecture organization, people EA Architecture organization, people Method Application Data Application Data Architecture Architecture Architecture ArchitectureServices Data, information Services Data, informationHardware, Technology Hardware, Technologysoftware, Architecture software, Architecturenetwork network ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 27 www.iss.nus.edu.sg
  • 28. One EA Method – TOGAF ADM The Open Group ■ Vendor and technology-neutral industry consortium ■ Most famous for being the standards body for UNIX and developer of TOGAF TOGAF ■ The Open Group Architecture Framework ■ A detailed method and a set of supporting tools for developing an enterprise architecture■ TOGAF ADM ■ TOGAF Architecture Development Method ■ A method for developing and managing the lifecycle of an enterprise architecture, and forms the core of TOGAF ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 28 www.iss.nus.edu.sg
  • 29. TOGAF Architecture Development Method TOGAF ADMBusiness EnhancedVision & Business Drivers Capabilities © The Open Group Source: http://pubs.opengroup.org/ architecture/togaf9-doc/arch/ ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 29 www.iss.nus.edu.sg
  • 30. Business Architecture – Example (1) ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
  • 31. Business Architecture – Example (2) Duplication Streamlined in Functions FunctionsSource: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_15169.pdf ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 31 www.iss.nus.edu.sg
  • 32. Application Architecture – CurrentWastefulRedundancyand SiloedApplications Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13845.pdf Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13845.pdf ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 32 www.iss.nus.edu.sg
  • 33. Application Architecture – Target Streamlined Portfolio of ApplicationsSource: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13845.pdf ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 33 www.iss.nus.edu.sg
  • 34. Data Architecture - TargetStreamlinedPortfolio ofData Sources-Consistent data- “Single” sourceof truth Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13840.pdf ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 34 www.iss.nus.edu.sg
  • 35. Technology Architecture – Current & Target Product HUD TRMHUD TRM CATEGORY Parent Name Version Status SUN JAVA SYSTEM APPLICATIONApplication Server Software 9 TF SERVERApplication Server Software SUNONE APPLICATION SERVER 8.2 TCApplication Server Software SUNONE APPLICATION SERVER 7 MApplication Server Software SUNONE APPLICATION SERVER 6.5 OAsset Management Tools OPEN VIEW ASSET CENTER 5 TF • Target Future (TF)Asset Management Tools OPEN VIEW ASSET CENTER 2 TC • Pilot (P)Business Intelligence MICROSTRATEGY 8.X TC • Target Current (TC) • Maintain (M)Business Intelligence CRYSTAL REPORTS 8.5 M • Obsolete (O)Business Intelligence CRYSTAL REPORTS 8 O etc.. Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13829.pdf ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 35 www.iss.nus.edu.sg
  • 36. Technology Architecture – Target Streamlined Technology Architecture (example) Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13843.pdf ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 36 www.iss.nus.edu.sg
  • 37. Enterprise Architecture “Viewpoints”Source: http://pubs.opengroup.org/architecture/togaf9-doc/arch/Figures/35_viewpoints.png EA Viewpoints include the Service Portfolio © The Open Group ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 37 www.iss.nus.edu.sg
  • 38. Opportunities and SolutionsBusiness Architecture Information Architecture Current Target Gaps Opportunities  ........... ....... ........ .......  ........... Application Architecture Current Target Gaps Opportunities  ........... ....... ........ .......  ........... Technology Architecture Current Target Gaps Opportunities  ........... ....... ........ .......  ...........Portfolio of IT projects (examples)1. Upgrade systems, network infrastructure, VPN2. Increase server capacities3. Implement enterprise data warehouse & BI4. Implement CRM solutions5. Implement Knowledge management6. Implement B2B partner / customer portal7. Standardize all application servers8. Implement security controls on all financial applications9. Implement workflow / business rules engines10. Implement mobile sales force11. etc. Each opportunity can be an IT initiative ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 38 www.iss.nus.edu.sg
  • 39. Migration Planning (1) ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 39 www.iss.nus.edu.sg Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13831.pdf
  • 40. Migration Planning (2) Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13840.pdf ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 40 www.iss.nus.edu.sg
  • 41. Implementation Governance (1) • Confirm Scope and Priorities for Deployment with Development Management • Identify Deployment Resources and Skills • Guide Development of Solutions Deployment • Perform Enterprise Architecture Compliance Reviews • Implement Business and IT Operations • Perform Post-Implementation Review and Close the Implementation Source: http://portal.hud.gov/hudportal/documents/huddoc?id=eatpv6.pdf ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 41 www.iss.nus.edu.sg
  • 42. Implementation Governance (2) Source: http://pubs.opengroup.org/architecture/togaf9-doc/arch/Figures/50_org.png ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 42 www.iss.nus.edu.sg
  • 43. Architecture Change ManagementMonitor for Triggers to Change the EA ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 43 www.iss.nus.edu.sg
  • 44. JUMP START ITIL SS WITH EA ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 44 www.iss.nus.edu.sg
  • 45. How EA Can Help ITIL SS (1) Service Portfolio is a key output of ITIL SS For an internal/shared IT service provider ■ EA helps create a Target Architecture/Service Portfolio aligned to the enterprise’s needs For an external IT service provider ■ There are advantages to position its Service Portfolio as a Target Architecture aligned to the customer’s needs EA has a detailed and mature (v9) process to help produce the Service Portfolio / Target Architecture EA process already exists in many organisations – can jump start ITIL SS through existing EA processes ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 45 www.iss.nus.edu.sg
  • 46. How EA Can Help ITIL SS (2) Number of TOGAF Certified professionals: 15,000 + globally 900+ in Singapore ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 46 www.iss.nus.edu.sg
  • 47. How ITIL SS Can Complement EA ITIL SS takes the strategic perspective from the IT Service Provider point of view Whereas EA looks from the total enterprise point of view and so will not cover above areas ITIL SS perspective ■ Especially useful for External Service Provider to © Crown Copyright 2011 differentiate itself from other providers – e.g. customer portfolio analysis, positioning (eg. narrow catalogue to variety of customers vs single customer type & broad catalogue etc), service provider competitor analysis etc ■ Service provider competitor analysis also useful to Internal/Shared Service Provider (eg. how to avoid being outsourced) © Crown Copyright 2011. Reproduced under licence from the Cabinet Office ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 47 www.iss.nus.edu.sg
  • 48. Summary Now is the right time to start implementing ITIL SS ITIL SS and EA can be complementary If EA already exists in your enterprise or your customer’s enterprise, consider integrating ITIL SS into the EA process If not, consider creating a combined process from the beginning rather than evolving two separate processes over time Enhance the EA process with the additional service provider perspective that ITIL SS provides ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 48 www.iss.nus.edu.sg
  • 49. For Further InformationPlease refer to:http://www.iss.nus.edu.sg/Or email Goh Boon Nam at:issgbn@nus.edu.sg ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 49 www.iss.nus.edu.sg
  • 50. Acknowledgements & Notices ITIL® is a registered trade mark of the Cabinet Office The Swirl logo™ is a trade mark of the Cabinet Office Quoted text is from ITIL® Service Strategy © Crown Copyright 2011. Reproduced under licence from the Cabinet Office. [Any original emphasis excluded. Emphasis then added for purpose of this presentation.] Text in italics is based on Cabinet Office ITIL® material. Reproduced under licence from the Cabinet Office TOGAF® is a registered trademark of The Open Group in the United States and other countries © 2012 NUS unless otherwise stated. ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. www.iss.nus.edu.sg
  • 51. THE END ITIL SS thru EA.ppt © 2012 NUS unless otherwise stated. 51 www.iss.nus.edu.sg