Tesco Architecture Excellence Award Application

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ICMG 2011 Enterprise and IT Architecture Excellence Award Application

ICMG 2011 Enterprise and IT Architecture Excellence Award Application

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  • 1. Nomination FormArchitecture Excellence Awards 2011 Enterprise & IT Architecture Excellence Awards Presented by: Sukumar Daniel, & Bandal Mahantesh ITSM Transformation Initiative Tesco Hindustan Service Center Bangalore 8/8/2011 iCMG Architecture Excellence Awards
  • 2. Overview1. Name of the Architecture initiative in six words or less (e.g. “TOGAF initiative”, SOA implementation for Sales and Distribution”:Architecture Driven, IT Service Management, Transformation and Convergence Management2. Name of the CIO/ Architecture Leader : Sridhar Ratnam - Director IT, Mark Cripsey - ITSM Transformation Program Owner and Sukumar Daniel - ITSM Framework Architecture3. Name of the Company: Tesco Hindustan Service Center 4. Address: 81 & 82 EPIP Area, Nallurhalli, Brooke Field, Chinnapanahalli, Karnataka 5600665. Country: India Contact Number: Sukumar Daniel, Office: 080 66588000 Ext: 86465 Mobile: : +919880212511, Bandal Mahantesh, Office: 080 66588000 Extension: 080 7891 68553 Mobile:6. Email ID: Sukumar.daniel@in.tesco.com Bandal.mahantesh@in.tesco.com7. Industry (e.g. Banking, Telecom, Cement, etc) : Retail8. Percentage of work completed at the time of submission: 75%9. Anticipated date of completion: August 30th 201110. Photograph of the presenter (Preferably 150*150 .jpg/ .gif): 1. For which category of the award would you like to submit. Please put ticks against the categories you would like to compete in.8/8/2011 iCMG Architecture Excellence Awards
  • 3. Architecture Excellence Awards Technical categories 1. SOA Vision for Enterprise Services 2. Future IT (Web 2.0, Cloud and other emerging technologies) 3. Open Source Technologies 4. IS Security Architecture 5. IT Service Management Business categories 1. Startups 2. Growing business in new territory or new service offering 3. Customer Oriented Business Models 4. Business Intelligence and Analytics 5. Business Process Management Enterprise (Business and IT) categories 1. Acquisition and Mergers 2. Transformation and Planning 3. IT Landscape Rationalization 4. Best Green Architecture 5. Architecture Governance 2. Describe your Architecture Initiative in detail. You may include models related to business process, applications, components, deployment, data, people, network etc, along with descriptions. (No word limit). You can attach the document.8/8/2011 iCMG Architecture Excellence Awards
  • 4. 3. What are the primary business drivers behind the practice of Enterprise or IT architecture in your organization? What key problems has your Architecture practice solved for the company since its inception and in the past year? For example: increased revenues/decreased spending/increased productivity, improved customer satisfaction/retention, greater investment focus on key business priorities, etc... (Please limit your response to less than 500 words and be quantitative. You can attach diagrams/graphs here) 1. Strategic Drivers a. Improve IT Service Delivery to Tesco IT Users. b. Replace multiple ITSM tools with a BPM driven process management tool and establish best practices (ITIL and ISO 20000). c. Build a Tesco Operating Model that will first be adopted by the UK based Businesses and then scaled up to a global model. d. Build the People – Process – Tool – Partnership relationships and IT Service management architectures required for establishing a converged global model and for transitioning from multiple IT service provider entities into a single entity; with most services, converged into and supported out of HSC Bangalore. 2. Operational Drivers a. Transform Ways of working from managing technology to participating in a Service Supply Chain on an end to end Basis. b. Change the focus on meeting Service level Agreements to a focus on providing effective resolutions within agreed timelines. c. Embed the continual improvement cycle of PDCA in the DNA of the way staff provide and support IT services to Tesco Customers d. Uniform operating model across all service support groups, building portability and flexibility for staff working in Tesco 3. Executive management Drivers a. Provide transparency into the quality of IT Services provided to multiple business groups across the Tesco landscape b. Provide mechanisms to establish monitor and report on various performance criteria required for effective IT service management. c. Provide mechanisms to identify and mount Service Improvement Programs to continually improve the effectiveness and quality of services provided to Tesco IT users.8/8/2011 iCMG Architecture Excellence Awards
  • 5. 4. How has architecture addressed your business needs? Who are the stakeholders of the architecture team and how do you work with them? What deliverables has the Architecture function produced and how are they used? Are there specific solutions and technologies associated with your Architecture practice? Were there any particular approaches (BPM, SOA, cloud computing, etc.) that were instrumental in accomplishing goals? (Please limit response to less than 500 words) How the architecture Addresses the business Needs The Service Oriented Architecture applied the primary principles of supply chain to the provisioning of IT Services. The Transformation required to move from a Technology Focus to a Service Focus was achieved by ensuring that Service Views on an End to end Basis were Identified and embedded in the BPM Software. Roles, Responsibilities, Authorities, Objectives and Metrics were designed for the services. For details see Anex 13. UK IT HD - DSS Integrated SOM IM PM Framework V 1.1 The lifecycle of the Incident and service requests was re- crafted from a service oriented approach and using the BPM Tool the process was configured to provide transparency over the entire journey of an Incident from its registration to resolution. A primary deliverable the Architectural Assignment was the design and development of an integrated Incident Classification and Resolution Framework. The framework shown alongside was developed and the architecture team worked with more than 45 groups to develop a new set of classification. Refer Anex 12. Integrated Classification and Resolution Framework V 1.0 8/8/2011 iCMG Architecture Excellence Awards
  • 6. The Data collected against the architecture was inventoried and configured in the BPM tool. Thisallowed active control over the process stages and enabled the establishment of Metrics which can beused to clearly implement roles and responsibilities and measure individual performance aspectsThe screen shots in the next page show the collection of the information required by the architecturalstructures and their impact. The classification was crafted to be used across all services provided byTesco in all countries. This by itself is the single biggest contribution to the Convergence Objective as itprovided a stable platform by which all countries can be integrated regardless of the technologies used. The picture alongside illustrates the V Model resulting from the Integrated Classification and Closure Categorisation Framework The prime deliverable from this framework is the capability to move in multiple dimensions between the Classification based on Symptoms experienced by the service user and the Resolution action provided by the Service Provider.A template was innovatedto collect data to createthe required inventories.The template implementeda Matrix Framework todevelop the capability foridentifying the variousColumn and Row elementsrequired for architectingthe Incident ManagementProcess’s What, How,Where, Who, When andWhy, Columns of theZachman EnterpriseFrameworkTM.8/8/2011 iCMG Architecture Excellence Awards
  • 7. The template allowed the collection of typed inventory to establish the Rows. · Scope Contexts Row – Identified by the IT organisation Column. · Business Concepts Row – Identified by Service Channels identified for a Retail Business Supply Chain view of IT illustrated in the previous page. · System Logic Row – Identified by Country, Assignee Group, Priority used to define system logic · Technology Physics – Identified by the Symptoms ColumnThe Technology Physics, Component Assemblies and Operations Instance Classes were configured in theprocess Maps established in the BPM tool. The foundation data classes of the tool were used toestablish and control the inventory repositories. 5. Where did your Architecture initiative begin, where is it today, and what were the key milestones along the way? What are you planning for the future? What organizational challenges did you have to overcome? What is the size of the Architecture Team? (Please limit response to 300 words or less)8/8/2011 iCMG Architecture Excellence Awards
  • 8. The Architecture initiative began at the end of intense analytical studies of the existing system conducted after the completion of the Tactical Phase. The Key Milestones: 1. Creating the Service Oriented Architecture 2. Communicating the Architecture to all stake holders and acquiring approval from Executive Management 3. Working with the technical teams to compile the Inventory data of various services on an end to end basis 4. Making modifications to the BPM software to accommodate the detailed architecture 5. Deploying the System for use Plans for the Future: While 3 countries ie: UK, US, Thailand have been brought on line with the new architecture, these have to be rolled out to the other countries. Use the data from the system to establish service improvement programs across the organisation Organisational Challenges: 1. Lack of ITSM knowledge in all levels of the organisation and the need to educate the fundamentals 2. Getting Operational staff to fully understand the architectural implications and to accept the transparency that it would bring to their services. 3. Getting Various Country IT organisations to understand the benefits of a unified architecture and to adopt it enthusiastically. 4. Multi level management, which meant that executives in HSC had to be aligned with executives in country and with the Management Committee in the UK Corporate offices,. Size of the Architectural Team: Team Size was 4 in the Architectural Strategy and Control Team and 40 SPOC from the various support groups.8/8/2011 iCMG Architecture Excellence Awards
  • 9. 6. Does your Architecture practice span the entire organization or certain divisions within it? What is the scope of the initiative in terms of duties, number of stakeholders, number of systems integrated (if applicable)? Does the initiative make use of remote team members? Does the team use external consultants or plan to use them for architecture consultation? Does the Architecture team have part-time or full-time members? Include costs if applicable and permitted by your management.(Please limit your response to 100 words or less) The architecture spanned entire IT organisation with the intent of establishing the required structure to manage convergence. More than 2000 IT stake holders and innumerable IT users across the globe More than 320 services were mapped The team used one external consultant who played the role of Chief Architect and Subject Matter expert. The Chief Architect was supported by two analysts. 7. What are the quantifiable benefits realized based on the business and technical goals the company set out to achieve? Describe the value of architecture to the key stakeholders. If your company does not allow sharing of absolute values you may represent them as percentage improvement. (Please limit your response to 250 words or less) 1. Substantial improvement in the capability to view service provision on an end to end basis regardless of the customer being anywhere in the globe and being supported by a technical support group anywhere in the world. 2. Detailed identification of process problems and solution implementation refer Anex 14. Wrong Option Investigation V 1.0 3. Complete re-casting of Proactive Infrastructure alerts and associated auto creation of Incident Tickets allowing quick reaction times of technical staff and proactive addressing of potential incidents. Refer Anex 15. Auto Monitoring 4. Implementation of capability to establish sustainable continual improvement by establishing appropriate review mechanisms refer Anex 16. SIP ITMB Review Presentation Template V 1.0 5. Capability to converge IT Support from multiple organisations to a single organisation with traceability across countries and services,.8/8/2011 iCMG Architecture Excellence Awards
  • 10. 8. What challenges you faced in implementing the Architecture initiative and how did you circumvent them? (Please limit your response to less than 100 words) The primary challenge faced was the understanding of architectural implications in the initiative to transform IT. People and technology were the biggest challenges. Both the challenges were addressed through appropriate communication, good governance from senior management and a top down – bottom up approach which engaged the whole organisation and primarily those who were most impacted by the change. 9. If you have nominated the initiative for a sub-category of award, please specify why you think it qualifies for winning the award in the respective sub-category. (Please limit your response to 400 words or less) Not Applicable 10. Please attach the following Architecture artifacts: · Strategy Models · Business Process Models · System Models · Technology Models · Implementation Details (Models) · Operational Models These are included in the various annexure 1 to 16 attached with this document.Rules for AwardPlease read the following rules carefully. Any submission that does not comply with contest rules andregulations may be disqualified. 1. The award and special awards are open for CIOs and IT and Enterprise Architects from across the globe. 2. The Selection Committee will consider only those nominations providing complete information requested on the nomination form.8/8/2011 iCMG Architecture Excellence Awards
  • 11. 3. Only initiatives being implemented will be considered and not prototypes and pilot projects/Proof of concepts. 4. A company may nominate more than one initiative for the award. However, only one award can be won by a company (other than the Hall of Fame Award which can be won along with one of the other awards). 5. Professional Service providers are eligible to win the award provided the initiative was completed outsourced to them by the customer and the customer testifies through a separate mail to the Organizers that it allows the submission. 6. Besides being used for evaluating for the awards, all information provided in the nomination form may be published on an open platform (website/portal/print magazine) by iCMG or one of its designated associates. By making the submission you give complete rights to iCMG to publish the work with your name and company name in place. It is hence advisable to ensure that your submission has the necessary approval within your organization. 7. iCMG reserves the rights to eliminate or merge categories of the award to make it more competitive. 8. All the details must be submitted in English only. 9. Once a submission has been entered in the competition, under no circumstances will we accept substitutions of new drafts or corrected information. Those Architects who advance to the Final Round of competition will have the opportunity to submit a revised draft of for the Final Round of judging.) 10. Decisions of the Judges are final and may not be disputed. The Judges will adhere to our award guidelines.If you’re planning to enter the contest, please review the important dates.8/8/2011 iCMG Architecture Excellence Awards