The Missing Model for IT Service Management

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The Missing Model for IT Service Management

  1. 1. Decisions in the CloudThe Decision ModelThe missing model for IT Service Management
  2. 2. A STEP BACK IN HISTORY:“BIG BALL OF MUD”SoftwareSystems
  3. 3. BusinessLogic?
  4. 4. What is Business Logic?
  5. 5. BIG BALL OF MUDVSCLOUD
  6. 6. “60% of projects failed to meet deadlines,and 45% of projects failed to meet the needsof the business.80% of issues stem from poorrequirements.”– Standish Group Chaos Report, 2011
  7. 7. PEOPLE DON’T KNOW WHAT THEY WANT…UNTIL THEY SEE AND INTERACT WITH IT
  8. 8. TEXT SPECS, USE CASES, WIREFRAMES,…MEAN DIFFERENT THINGS TO DIFFERENT PEOPLEIs this Acceptable?
  9. 9. HOW DO WE CAPTURE BUSINESS RULESAS BUSINESS LOGIC TODAY?
  10. 10. IS THIS ACCEPTABLE?
  11. 11. DOES THIS LOOK BETTER?
  12. 12. BusinessLogicWHERE DID THE BUSINESSRULES GO? DecisionModelDecisionModel
  13. 13. Option 1
  14. 14. Option 2Does this feel right?
  15. 15. WHEN SEQUENCE IS IRRELEVANTLOGIC,NOT PROCESSUSE ADECISION MODEL
  16. 16. Option 2RulePattern1 is Low is Good = "A"1 is Low is Bad = ?1 is High is Good = ?1 is High is Bad = ?Conditions ConclusionPersons DebtPersons EmploymentHistoryPersons CreditRatingProcess ModelDecision Rule Family TableDecision Model DiagramPersonDebtPersonEmploymentHistoryPersonCredit RatingBETTER OPTION
  17. 17. ITIL V3 Event ManagementWhat’s the Significance of an Event?Option 1
  18. 18. Option 2Does this feel right?
  19. 19. Best Option
  20. 20. Option 2RulePattern1 is <=150 is <=10s = None1 is >150 is <=10s = Warning1 is >150 is >10s = Warning1 is <=150 is >10s = Exception# of Users Response Time SignificanceDecision Rule Family TableDecision Model Diagram# of Users ResponseTimeSignificance ofEventTHE DECISION AWARE PROCESSProcess Model
  21. 21. WHERE CAN DECISION MODELS BEAPPLIED IN ITSM?EVENT MODELSINCIDENT MODELSREQUEST MODELSCHANGE MODELS…“IF SEQUENCE IS IRRELEVANT,YOU’RE PROBABLY DEALINGWITH BUSINESS LOGIC, ANDSHOULD USE A DECISIONMODEL.”
  22. 22. Before After
  23. 23. SO WHAT?
  24. 24. DecisionUse CaseBusinessMotivationModelDecision ModelDECISION CONNECTS THE BUSINESS MODELSVocabulary Models:•Glossary/Semantic•Object•Logic DataProcess Model
  25. 25. "Modeling…is the cost-effective use of somethingin place of something else for some cognitivepurpose…allows us to deal with the world in asimplified manner, avoiding the complexity, dangerand irreversibility of reality."- Jeff Rothenberg, The RAND Corporation
  26. 26. WHAT ABOUT AGILE?Decision ModelRequirementsAgile SCRUMDevelopmentInitial Vision,High LevelScope andEffortDetermineDetailedScopeFirst Iteration of the ModelsDevelopTestingGatherFeedbackDeploy theSolutiondVisualized
  27. 27. STANDARDVSCASEWHAT ABOUT CASE MANAGEMENT?
  28. 28. Case • Unpredictable• Unrepeatable
  29. 29. • Predictable• RepeatableStandard
  30. 30. StandardThe Decision ModelDifference
  31. 31. RECIPE FOR SUCCESS• Identify Processes – ITIL, COBIT, BPM Frameworks• Model Processes – BPMN• Key Decision Points• Standard or Case?• Decision Models
  32. 32. TIMELINEFounding ofKnowledgePartners Inc.ConsultingCompany focusingon Business RulesBarbara and Larryco-edit TheBusiness RuleRevolutionBarbara and Larrywrite The DecisionModelBarbara von Halleearly tester of DB2and interfacedoften with Dr.CoddLarry Goldbergbuilds technologybased companieson threecontinentsBarbara co-authors Handbookof RelationalDatabase Design2001 2006 2007 2009 2010prior 1989 1997Good Methods Globalis incorporated as asister company of KPIEnterprise-gradeSoftware ApplicationDeveloped bySapiensBarbara and Larryfound KnowledgePartners InternationalLLC2010 20122011Barbara authorsHandbook ofBusiness RulesAppliedService Zen becomesCanadian partner ofKPI
  33. 33. HOW TO LEARN MOREVisit: www.service-zen.com and www.thedecisionmodel.com• FREE PRIMER and Case Studies• 2-Day Decision Modeling Essentials Course• Download White Papers• NewsBecome a member ofthe open LinkedInThe Decision ModelGroupRead articlesand buyThe Decision Model bookJoin our presentationsTry It Yourself:Ask for “free” Visio and Excel Templatesinfo@service-zen.comDiscuss with us how to apply The Decision Model for yourITSM, Requirements or Business Rules project
  34. 34. Lee Marshallservice-zen.com647 880 1652lee@service-zen.com@servicezen

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