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The Missing Model for IT Service Management
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The Missing Model for IT Service Management

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  • 1. Decisions in the CloudThe Decision ModelThe missing model for IT Service Management
  • 2. A STEP BACK IN HISTORY:“BIG BALL OF MUD”SoftwareSystems
  • 3. BusinessLogic?
  • 4. What is Business Logic?
  • 5. BIG BALL OF MUDVSCLOUD
  • 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. PEOPLE DON’T KNOW WHAT THEY WANT…UNTIL THEY SEE AND INTERACT WITH IT
  • 8. TEXT SPECS, USE CASES, WIREFRAMES,…MEAN DIFFERENT THINGS TO DIFFERENT PEOPLEIs this Acceptable?
  • 9. HOW DO WE CAPTURE BUSINESS RULESAS BUSINESS LOGIC TODAY?
  • 10. IS THIS ACCEPTABLE?
  • 11. DOES THIS LOOK BETTER?
  • 12. BusinessLogicWHERE DID THE BUSINESSRULES GO? DecisionModelDecisionModel
  • 13. Option 1
  • 14. Option 2Does this feel right?
  • 15. WHEN SEQUENCE IS IRRELEVANTLOGIC,NOT PROCESSUSE ADECISION MODEL
  • 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. ITIL V3 Event ManagementWhat’s the Significance of an Event?Option 1
  • 18. Option 2Does this feel right?
  • 19. Best Option
  • 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. 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. Before After
  • 23. SO WHAT?
  • 24. DecisionUse CaseBusinessMotivationModelDecision ModelDECISION CONNECTS THE BUSINESS MODELSVocabulary Models:•Glossary/Semantic•Object•Logic DataProcess Model
  • 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. WHAT ABOUT AGILE?Decision ModelRequirementsAgile SCRUMDevelopmentInitial Vision,High LevelScope andEffortDetermineDetailedScopeFirst Iteration of the ModelsDevelopTestingGatherFeedbackDeploy theSolutiondVisualized
  • 27. STANDARDVSCASEWHAT ABOUT CASE MANAGEMENT?
  • 28. Case • Unpredictable• Unrepeatable
  • 29. • Predictable• RepeatableStandard
  • 30. StandardThe Decision ModelDifference
  • 31. RECIPE FOR SUCCESS• Identify Processes – ITIL, COBIT, BPM Frameworks• Model Processes – BPMN• Key Decision Points• Standard or Case?• Decision Models
  • 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. 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. Lee Marshallservice-zen.com647 880 1652lee@service-zen.com@servicezen