CC&C Solutions is an IT consulting firm focused on enterprise architecture and IT capability. Their mission is to help organizations and the IT industry. Michael Fulton presented on using ServiceNow to run the business of IT based on the IT4IT reference architecture. IT4IT provides a vendor-neutral framework for managing the entire IT value chain from strategy to operations. It addresses issues like lack of integration and insight. Originally developed by a consortium including Shell and HP, IT4IT is now supported by many large companies, vendors and consultants.

1. CC&C Solutions 2015 Copyright © and Confidential
Presented by
Michael Fulton
President, CC&C Americas
Running the Business of IT
on ServiceNow using IT4IT™

2. CC&C Solutions 2015 Copyright © and ConfidentialCC&C Solutions 2015 Copyright © and Confidential
▪ CC&C Solutions (CC&C) is an IT Internal Transformation
and EA consulting, training and implementation
organization, headquartered in Sydney, Australia and
staffed worldwide.
▪ Our mission is to lead the development and growth of
Enterprise Architecture and IT Capability…
▪ for the individual
▪ for the organization
▪ and for the industry
Who is CC&C?

3. CC&C Solutions 2015 Copyright © and ConfidentialCC&C Solutions 2015 Copyright © and Confidential
▪ President, CC&C Americas
▪ IT industry for 25 years, 19 at Fortune 50
▪ IT4IT Forum Steering Committee
▪ IT4IT Adoption Work Group Co-Chair
▪ 8 years as Enterprise Architect (Cloud, IT4IT, ESN, BusArch, EA
Training)
▪ 5 years running IT Strategic Planning & Cost Optimization
▪ Chair AEA Ohio
▪ Trained 100’s worldwide in EA and TOGAF
Who am I?

4. CC&C Solutions 2015 Copyright © and ConfidentialCC&C Solutions 2015 Copyright © and Confidential
What is IT4IT™?
▪ IT4IT™, an evolving Open Group standard, provides a vendor neutral,
technology agnostic and industry agnostic reference architecture for
managing the Business of IT, enabling insight for continuous
improvement;
▪ IT4IT™ provides the capabilities for managing the business of IT will
enable IT execution across the entire Value Chain in a better, faster,
cheaper way with less risk;
▪ IT4IT™ is industry independent to solve the same problems for
everyone
▪ IT4IT™ is designed for existing landscapes and accommodates future
IT paradigms

5. CC&C Solutions 2015 Copyright © and ConfidentialCC&C Solutions 2015 Copyright © and Confidential
What is the problem we are solving with IT4IT?
▪ Lack of cooperation across all IT leads to sub-optimization
▪ Insufficiently integrated IT Management toolsets, lack of
prescriptive guidance
▪ Inability to gain true insight in order to make good decisions
▪ Immaturity makes it virtually impossible to tackle disruptive
innovations like cloud, agility, mobility, BYOD, …

6. CC&C Solutions 2015 Copyright © and ConfidentialCC&C Solutions 2015 Copyright © and Confidential
Who and where are we?
Original Consortium
▪ Shell
▪ Hewlett-Packard
▪ Achmea
▪ MunichRe
▪ Accenture
▪ PWC
▪ University of South Florida
▪ AT&T
Forum Members now include
▪ Shell, BP, ExxonMobil, Raytheon,
Boeing, Origin Energy, Achmea,
Rabobank, Phillips, MunichRe...
▪ ServiceNow, IBM, HPE, Microsoft,
Huawei, Oracle, CA, ...
▪ Accenture, CapGemini, HCL, Tata, PWC,
E&Y, Fujitsu, ...
▪ APG, Logicalis, CC&C, Umbrio,
Conexiam, Arismore, Action Research
Foundation, Westbury ...
▪ ...
Value
Chain
9/2011
RA 1.0
(level 2)
1/2013
RA 1.3
(level 3)
10/2014
RA 0.5
(level 1)
8/2012
RA 1.2
(level 3)
3/2014
RA 2.0
(level 3)
10/2015

7. CC&C Solutions 2015 Copyright © and ConfidentialCC&C Solutions 2015 Copyright © and Confidential
Val Sribar, Group Vice President
Gartner Enterprise Software Research Group
Opportunity Awaits!

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IT Value Chain

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How to run and Deliver IT, Continuously
The Vision: Create Integrated IT management capabilities across the entire service lifecycle
Build RunDeliverPlan
Reference Architecture
IT Value Chains
Strategy to Portfolio
Requirement to Deploy
Request to Fulfill
Detect to Correct
Traditional IT Value Chain

10. CC&C Solutions 2015 Copyright © and ConfidentialCC&C Solutions 2015 Copyright © and Confidential
Value Chain, Reference Architecture
From Why
to What
From What to How
(uses TOGAF®, specified in ArchiMate®
This is all about the data!
Embracing existing
process and agile
frameworks.

11. CC&C Solutions 2015 Copyright © and ConfidentialCC&C Solutions 2015 Copyright © and Confidential
IT Operating Model: In Detail
Selection
• Optimize portfolios
• Communicate value
• Evaluate benefit
realization
Service Portfolio
• Enterprise
architecture
• Service portfolio
rationalization
• Create service
blueprint and
roadmap
Strategy
• Define objectives
• Align business and IT
roadmaps
• Set up standards and
policies
• Consolidate demand
• Analyze priority,
urgency, and impact
• Create new or tag
existing demand
Demand
Strategy to Portfolio
KPIs:
• IT Service Value
• IT Service Gap
Requirement Component
Requirement to Deploy
1:n
n:1
Portfolio
Backlog
Item
Portfolio Backlog
Item (rationalized/
Prioritized)
Competency
(availability)
Budget
(estimate)
Assets
(availability)
Policy
Portfolio
Backlog Item
Policy
Requirement
1:n
Service
Blueprint
Portfolio
Backlog
Item
Conceptual
Service
Conceptual
Service
Blueprint
n:m
Project Component
IT Project
Scope Agreement
1:n
Scope Agreement
Service Design Component
Logical Service
Blueprint1:n
Portfolio Demand
Component
Service Portfolio
Component
n:m
Business Process
Portfolio Backlog Item
1:n
Policy
Component
Proposal
Component
S2P V.1.3
Sep 29th
2014
Service Model
Data Artifact – Key
Record fabric Integration
Entity relationship
Functional Component - Key
Functional Component - Auxiliary
Data Artifact – Auxiliary
Engagement dataflow
Current practice
Thiswork isbaseduponmaterial
developed andpublished by the
IT4ITConsortium
Requirement to Deploy
Requirement to Deploy
Asset
Management
Business
Strategy
IT Financial
Management
Labor
Management
Problem Component
Problem,
Known ErrorDetect to Correct
Service
Architecture
Enterprise Architecture
Component
n:m
1:1
Deploy
• Release plan
• Change and configu-
ration process
• Knowledge
management
• Application and
security monitors
Develop
• Development: Agile,
iterative, waterfall …
• Source & set up
development
environment
• Version control
• Developer testing
Plan & Design
• IT Project plan
• Logical service
model
• Requirements
• Functional &
technical
• Standards & policies
• Functional: desktop,
web, mobile
• Performance:
desktop, web, mobile
• Security: static,
dynamic
Test
Requirement to Deploy
KPIs:
• Cycle Time
• Requirements
‘Churn’
• Production Defects
Proposal Component
Service Portfolio
Component
Policy Component
Demand Component
Build ComponentService Development
Component
Problem
Component
Detect to Correct
IT Project
Strategy to Portfolio
Demand
Requirement
1:n
1:n
Source
1:n
Defect
1:n
RFC (Normal)
1:n
Service
Design
Package
Policy
Defect
Defect
1:n
n:m
RFC
n:m
1:n
n:m
Requirement Comp.
Test Case
Test Component
Incident
Component
Detect to Correct
Strategy to Portfolio
Conceptual Service
Blueprint
Project Component
Fulfillment Execution Comp.
Change Control
Component
1:n 1:n 1:n
1:1
Scope Agreement
1:n
1:1
Logical Service
Blueprint
n:m
Service
Release
Release
Package
Desired Service
Model
Scope Agreement
Strategy to Portfolio
Defect Component
Build
Problem,
Known Error
1:1
n:1
1:n
Defect
1:1
Incident
IT Project
Requirement
Defect
1:1
Service Design Comp.
Service Model
Data Artifact – Key
Record fabric Integration
Entity relationship
Functional Component - Key
Functional Component - Auxiliary
Data Artifact – Auxiliary
Engagement dataflow
Current practice
Thiswork isbaseduponmaterial
developed andpublished by the
IT4ITConsortium
R2D V.1.3
Sep 29th
2014
Catalog Composition
Component
Service Catalog Entry1:n
Request to Fulfill
Request to Fulfill
Fulfillment Request
Release Package
Fulfillment
Request
1:n
Release
Composition Comp.
Strategy to Portfolio
Service Catalog Entry (Unbound)
1:n
RFC
1:n
Service
Release Blueprint
Measure
• Service usage
measurement
• Chargeback/
showback
• Cost transparency
• Surveys and ratings
Subscribe
• Portal engagement
• Personalized
experience
• Self-service
• Manage subscriptions
Define & publish
• Merge catalog items
from all fulfillment
engines
• Set pricing, options
and SLA
• Publish services
• Route fulfillments
• Automate
deployment
• Use internal and
external providers
• Integrate with asset,
configuration and
change systems
Fulfill
Request to Fulfill
KPIs:
• Cycle Time
• Cost/Service
Project Component
Service Model
Data Artifact – Key
Record fabric Integration
Entity relationship
Functional Component - Key
Functional Component - Auxiliary
Data Artifact – Auxiliary
Engagement dataflow
Current practice
Thiswork isbaseduponmaterial
developed andpublished by the
IT4ITConsortium
R2F V.1.3
Sep 29th
2014
Actual Service CIs
Detect to Correct
Configuration
Management
Component
Release
Composition
Component
1:n
Service Release
Blueprint
Desired
Service
Model
Request Rationalization
Component
Usage Record
Chargeback Contract
Bill/Invoice
Service Catalog
Entry (Unbound)
Usage
Usage
Subscription
1:n
Request
Offer
Catalog
n:m
Offer
User Profile
n:m
1:1
Shopping Cart
Chargeback
Contract
n:m
Fulfillment
Request
1:n
1:n
Subscription
Service
Monitor
Offer Mgmt.
Component
Request
Conversation
Knowledge
Item
Problem,
Known Error
n:m
n:m
Knowledge
Item
Knowledge &
Collaboration
Comp.
Incident
Status
1:n
Service Catalog Entry
n:m
Fulfillment Execution
Component
RFC
1:1
Detect to Correct
Catalog
Composition
Component
Usage
Component
Chargeback /
Showback
Component
RFC Request
Change Control
Component
Composite/Compound
Request
IT Supplier
(External to IT)
1:n
Engagement Experience Portal
1:n
1:1
IT Financial
Management
Service
Monitoring
Component
Fulfillment
Engine & Deploy/
Provision Systems
Detect to Correct
Problem
Component
Detect to Correct Detect to Correct
Incident
Component
Offer Consumption Component
Self Service
Support
Requirement to Deploy
n:m
1:n
Request
1:m
n:1
Service Catalog
Entry (Bound)
Actual
Service
CIs1:n
Release
Package
IT Asset
Management
Supportive Function
Fulfillment
Request
Requirement to Deploy
Supportive FunctionSupportive FunctionSupportive Function
Resolve
• Implement change
• Leverage run books
• Verify recovery
• Close records
Diagnose
• Enrichment
• Root cause
• Severity and
business impact
• Defined escalation
path
• Auto-fixed common
issues
Detect
• See events, alarms
and metrics across
entire infrastructure
• Understand user
issues
• Trace the relationship
between event
• Define change
request
• Perform problem and
risk analysis
• Approve
Change
Detect to Correct
KPIs:
• MTTR
• MTBF
Self Service
Support
Defect Component
Requirement
to Deploy
Defect
Portfolio Demand
Component
Strategy to Portfolio
Portfolio Backlog
Item
IncidentEvent
Actual Service CIs
RFC
Service
Monitor
1:n
1:n n:m
n:m
Problem,
Known Error
n:m
n:m
n:m
Event Incident
RFC
RFC
Problem RFC
Incident
Request to Fulfill
Fulfillment Execution Comp.
Portfolio
Backlog
Item
n:m
Usage
1:n
Runbook
Run book
Run book
n:m
Service Discovery
CI
Defect
Knowledge & Collaboration
Component
Knowledge
Item
n:m
1:n
1:n
Request to Fulfill
Service
Monitor Knowledge Item
Run book
Interaction
n:m
1:1
Desired
Service
Model
1:1
1:1
Usage
Component
Request to Fulfill
Defect
1:1
1:1
Offer
Consumption
Component
Request to Fulfill
Status
Service Monitoring
Component
Incident
Component
Change Control
Component
Problem
Component
Diagnostics &
Remediation Comp.
Configuration
Management Comp.
Event
Component
RFC
D2C V.1.3
Sep 29th
2014
Service Model
Data Artifact – Key
Record fabric Integration
Entity relationship
Functional Component - Key
Functional Component - Auxiliary
Data Artifact – Auxiliary
Engagement dataflow
Current practice
Thiswork isbaseduponmaterial
developed andpublished by the
IT4ITConsortium
1:n
Request to Fulfill
Actual
Service
CIsFulfillment
Request

12. CC&C Solutions 2015 Copyright © and ConfidentialCC&C Solutions 2015 Copyright © and Confidential
IT4IT Functional Model – v2.0
Systems of record fabric for IT management

13. © 2015 ServiceNow All Rights Reserved 13Confidential
ServiceNow Platform

14. © 2015 ServiceNow All Rights Reserved 14Confidential
ServiceNow’s Evolution
IT Service
Management
(R2F, D2C)
Enterprise
Service
Management
IT Value
Chain

15. © 2015 ServiceNow All Rights Reserved 15Confidential
ServiceNow IT Supply Chain Portfolio
Single System of Record
Automation (Cloud, Runbook, Request)
Service Asset & Configuration Management
Governance, Risk and Compliance
Supplier and Vendor Management
Financial Management (Bill of IT)
Service Mapping and Discovery
Reporting and Analytics
Resource
Demand
Project
Catalogue
Incident
Event
Problem
Change
SDLC
Test
PLAN BUILD DELIVER RUN
STRATEGY TO
PORTFOLIO
REQUIREMENT
TO DEPLOY
REQUEST TO
FULFILL
DETECT TO
CORRECT
Portfolio
Knowledge
Subscription
Defect
Capabilities
1. Core ITIL: Incident, Problem, Change, Release
(incl. knowledge/SLA)
2. Service Mapping (incl. Config Management)
3. Catalogue (FrontDoor/Request IT)
4. Finance (Bill of IT)
5. Asset (SACM)
6. GRC (Governance, Risk, Compliance)
7. Demand Management
8. Vendor Management
9. Orchestration (Request Automation)

16. © 2015 ServiceNow All Rights Reserved 16Confidential
IT Supply Chain Portfolio – Use case example : Service Lifecycle
SINGLE SYSTEM OF RECORD
Automation (Cloud, Runbook, Request)
Service Asset & Configuration Management
Governance, Risk and Compliance
Supplier Management
Financial Management (Bill of IT)
Service Mapping and Discovery
Reporting and Analytics
Resource
Demand
Project
Catalogue
Incident
Event
Problem
Change
SDLC
Test
PLAN BUILD DELIVER RUN
STRATEGY TO
PORTFOLIO
REQUIREMENT
TO DEPLOY
REQUEST
TO FULFILL
DETECT TO
CORRECT
Portfolio KnowledgeDefect
Subscription
Typical benefits across the
supply chain:
• Workflow, governance, risk
management
• Standardisation of process
• Standardisation and integration
of data
• Accurate metrics, transparency
of supply chain performance
• Communication, knowledge,
collaboration across all domains
PORTAL
DEMAND
PROCESS
WORKFLOW
Typical issues across the supply chain:
• No single place to start new business
requirement or change to service
• No consistency of process to assess demand
• No single source of truth

17. CC&C Solutions 2015 Copyright © and ConfidentialCC&C Solutions 2015 Copyright © and Confidential
Positioning IT4IT™ in the ‘landscape’

18. CC&C Solutions 2015 Copyright © and ConfidentialCC&C Solutions 2015 Copyright © and Confidential
IT4IT™ and ITIL®
Attribute ITIL® IT4IT™ Reference Architecture
Characteristics Framework describing functions/capabilities/disciplines. Information model-driven reference architecture that accommodates
multiple process frameworks.
Origins An aggregation of best practices drawn from a world-wide
community of executives, managers, and individual
contributors.
Driven by the specific needs of Enterprise Architects and IT managers.
Form Primarily narrative. Primarily architectural, framed using TOGAF® and presented using
ArchiMate®.
Utility Oriented to education. Solution-orientation: useable ‘off the shelf’.
Value
proposition
Enables detailed analysis at the function/process level. Enables choreography of four high level IT value streams (Strategy to
Portfolio, Requirement to Deploy, Request to Fulfill, Detect to Correct)
and offers prescriptive guidance for the design of products and services
that deliver them.
Structure Mutually-exclusive and comprehensive architectural catalogs.
Granularity Precise and prescriptive representation of data and integration patterns
for the whole IT management domain.
Agility Implicit waterfall, top-down planning orientation. Explicit accommodation of Agile and DevOps trends and lean Kanban
process approaches.
Provenance Evolved through various proprietary ownerships. Dynamic, open peer-to-peer development and review processes under
the aegis of The Open Group.

19. CC&C Solutions 2015 Copyright © and ConfidentialCC&C Solutions 2015 Copyright © and Confidential
For more information about IT4IT…
▪ The Open Group IT4IT™ Reference Architecture, Version 2.0 here
▪ Pocket Guide here
▪ Case Studies and Testimonials here

20. CC&C Solutions 2015 Copyright © and Confidential
Connect with me at
• mike@ccandcsolutions.com
• https://www.linkedin.com/in/michaelfulton
• http://www.ccandcsolutions.com
• Twitter - @cccamericas
• Skype - cincibuckeyenut

21. CC&C Solutions 2015 Copyright © and Confidential

22. CC&C Solutions 2015 Copyright © and Confidential