This document discusses IT service management frameworks and the IT value chain. It provides an overview of several frameworks, including COBIT, CMMI, and ITIL. These frameworks take process-centric approaches but do not define the core value-adding process for IT. The document proposes that IT can be viewed as having its own value chain of plan, build, and run activities. It presents a conceptual data model and systems architecture to support the IT value chain. Design patterns are also discussed as general solutions to common problems in areas like the core value chain and IT enablement.
IT service management, also known as ITSM, is essentially the process by which IT professionals manage the end-to-end delivery of IT services to clients. This comprises all of the processes and activities involved in designing, developing, delivering, and supporting IT services.
E governance project management practices through information technology infr...IJARIIT
E-Governance implementation requires certain service levels to be achieved as they replace traditional manual
processes thereby increasing the dependence of government agencies on information technology based services. High quality
services entail high performance, availability, and scalability among other service characteristics. Strict measures are required
to help e-governments evaluate the service level and assess the quality of the service. In this paper, we introduce the IT
Infrastructure Library (ITIL) framework - a set of best practices to achieve quality service and overcome difficulties associated
with the growth of IT systems and discuss its significance and benefits in E-Governance implementation.
Why and How Modern IT Departments Will Use AI in 2018 SymphonySummit
This paper focuses on an IT Operations Management and IT Service Management use-case perspective, with a number of key definitions helpful in providing a common basis for the potential use cases offered here in
IT service management, also known as ITSM, is essentially the process by which IT professionals manage the end-to-end delivery of IT services to clients. This comprises all of the processes and activities involved in designing, developing, delivering, and supporting IT services.
E governance project management practices through information technology infr...IJARIIT
E-Governance implementation requires certain service levels to be achieved as they replace traditional manual
processes thereby increasing the dependence of government agencies on information technology based services. High quality
services entail high performance, availability, and scalability among other service characteristics. Strict measures are required
to help e-governments evaluate the service level and assess the quality of the service. In this paper, we introduce the IT
Infrastructure Library (ITIL) framework - a set of best practices to achieve quality service and overcome difficulties associated
with the growth of IT systems and discuss its significance and benefits in E-Governance implementation.
Why and How Modern IT Departments Will Use AI in 2018 SymphonySummit
This paper focuses on an IT Operations Management and IT Service Management use-case perspective, with a number of key definitions helpful in providing a common basis for the potential use cases offered here in
Peter Hubbard: Don't Get Stuck in a Silo – Going Digital isn't TransformationitSMF UK
It has already been well documented that the service desk is under increasing amounts of pressure – whether it is to improve speed of response, be more agile, support non-traditional functions, and, usually, do more with a reduced budget. The answer? “Going digital.” Or so they think… In this presentation Peter examines how many organisations have, by purchasing a plethora of tools that overlap one another, inadvertently created data siloes that have hampered the transformation and growth of the enterprise; and how instead of allowing these siloes to reside side-by-side with different departments managing the data in different ways, now is the time to connect them in order to streamline operations and create a positive change within the business.
Take a look at this presentation to learn proven ways in which businesses can successfully leverage service management technologies and approaches into their operational processes, whilst simultaneously improving outcomes and building a strong foundation for future business growth.
Modern IT Service Management Transformation - ITIL IndonesiaEryk Budi Pratama
Presented at Online ITIL Indonesia Webinar #5.
Content:
> Setting up the context
> Understanding holistic IT Management point of view
> IT Service Management Transformation
> Key Performance Indicator (KPI)
> IT Service Catalogue
> IT Sourcing
> Agile Incident Management
The cumulative effect of decades of IT infrastructure investment around a diverse set of technologies and processes has stifled innovation at organizations around the globe. Layer upon layer of complexity to accommodate a staggering array of applications has created hardened processes that make changes to systems difficult and cumbersome.
Rinascimento Digitale - A Digital RenaissanceJohn Newton
Presented in Rome on 17 Nov 2015, the Digital Renaissance that comes a digital technologies impact business in profound ways points to the reawakening of businesses and their potential to engage customers and employees. Productivity has been stagnant in Italy and the rest of Europe for a long time now. Digital technologies provide the best way to compete in a highly competitive world.
Digitalization is the new buzzword, and digital solutions have become the platform for a new generation of Information Technology use cases, architectures and systems. Digital strategies and emerging digital technologies are the basis for disruptive IT innovations that will influence and guide enterprise planners and designers for many years to come. This white paper identifies and introduces the key framework technologies that will push us into the new digital era.
Flex mode framework architectural overview v 2.1 19-08-2013Sukumar Daniel
The architecture overview describes the FlexMode Framework created as a methodology to use in IT Service Management Systems Transformation from a traditional Technology delivery management style to a Service Oriented Architecture management style.
FlexMode has demonstrated success across multiple domains.
Automobile Manufacture - Tata Motors, winner of the 2010 Enterprise and IT Architecture Excellence Award for ITSM from ICMG
Retail - Tesco Stores PLC - Winner of the 2011 Enterprise and IT Architecture Excellence Award from ICMG
Banking - ING Vysya Bank
IT Sevices - NTT Data
Paul Hermelin Capgemini Chairman and CEO at the Capgemini Infrastructure Summit last January highlighted the conflicting tensions within IT organizations, particularly in light of the fact that IT system limitations are among the top three most significant barriers to business digitization.
IT departments have a short window to become “ sexy” again in the eyes of their clients. To overcome challenges by shadow IT and the rapid pace of business change, CIOs must pull two triggers simultaneously—technological innovation and organizational transformation.
To overcome those challenges this paper illustrates:
- The need for IT organizations to accelerate their move to the Cloud to deliver value in the digital age
- Use cases where IT can act as a business partner for digital innovation
- Principles to shape your next IT delivery model
- Key success factors on how to get there
Multimodal IT and Orchestration for Digital TransformationLeon Dohmen
Digital transformation implies changing business models. To be able to adapt organizations are using IT operating models and working methods that work at different speeds causing alignment issues between models and working methods. Consequences are (too) high support and maintenance cost, slow innovation, and inconsistent customer experience. The use of archetypes for IT operating models provides a handle to arrange adequate orchestration between operating models and working methods.
Elevating Tactical DDD Patterns Through Object CalisthenicsDorra BARTAGUIZ
After immersing yourself in the blue book and its red counterpart, attending DDD-focused conferences, and applying tactical patterns, you're left with a crucial question: How do I ensure my design is effective? Tactical patterns within Domain-Driven Design (DDD) serve as guiding principles for creating clear and manageable domain models. However, achieving success with these patterns requires additional guidance. Interestingly, we've observed that a set of constraints initially designed for training purposes remarkably aligns with effective pattern implementation, offering a more ‘mechanical’ approach. Let's explore together how Object Calisthenics can elevate the design of your tactical DDD patterns, offering concrete help for those venturing into DDD for the first time!
Transcript: Selling digital books in 2024: Insights from industry leaders - T...BookNet Canada
The publishing industry has been selling digital audiobooks and ebooks for over a decade and has found its groove. What’s changed? What has stayed the same? Where do we go from here? Join a group of leading sales peers from across the industry for a conversation about the lessons learned since the popularization of digital books, best practices, digital book supply chain management, and more.
Link to video recording: https://bnctechforum.ca/sessions/selling-digital-books-in-2024-insights-from-industry-leaders/
Presented by BookNet Canada on May 28, 2024, with support from the Department of Canadian Heritage.
Peter Hubbard: Don't Get Stuck in a Silo – Going Digital isn't TransformationitSMF UK
It has already been well documented that the service desk is under increasing amounts of pressure – whether it is to improve speed of response, be more agile, support non-traditional functions, and, usually, do more with a reduced budget. The answer? “Going digital.” Or so they think… In this presentation Peter examines how many organisations have, by purchasing a plethora of tools that overlap one another, inadvertently created data siloes that have hampered the transformation and growth of the enterprise; and how instead of allowing these siloes to reside side-by-side with different departments managing the data in different ways, now is the time to connect them in order to streamline operations and create a positive change within the business.
Take a look at this presentation to learn proven ways in which businesses can successfully leverage service management technologies and approaches into their operational processes, whilst simultaneously improving outcomes and building a strong foundation for future business growth.
Modern IT Service Management Transformation - ITIL IndonesiaEryk Budi Pratama
Presented at Online ITIL Indonesia Webinar #5.
Content:
> Setting up the context
> Understanding holistic IT Management point of view
> IT Service Management Transformation
> Key Performance Indicator (KPI)
> IT Service Catalogue
> IT Sourcing
> Agile Incident Management
The cumulative effect of decades of IT infrastructure investment around a diverse set of technologies and processes has stifled innovation at organizations around the globe. Layer upon layer of complexity to accommodate a staggering array of applications has created hardened processes that make changes to systems difficult and cumbersome.
Rinascimento Digitale - A Digital RenaissanceJohn Newton
Presented in Rome on 17 Nov 2015, the Digital Renaissance that comes a digital technologies impact business in profound ways points to the reawakening of businesses and their potential to engage customers and employees. Productivity has been stagnant in Italy and the rest of Europe for a long time now. Digital technologies provide the best way to compete in a highly competitive world.
Digitalization is the new buzzword, and digital solutions have become the platform for a new generation of Information Technology use cases, architectures and systems. Digital strategies and emerging digital technologies are the basis for disruptive IT innovations that will influence and guide enterprise planners and designers for many years to come. This white paper identifies and introduces the key framework technologies that will push us into the new digital era.
Flex mode framework architectural overview v 2.1 19-08-2013Sukumar Daniel
The architecture overview describes the FlexMode Framework created as a methodology to use in IT Service Management Systems Transformation from a traditional Technology delivery management style to a Service Oriented Architecture management style.
FlexMode has demonstrated success across multiple domains.
Automobile Manufacture - Tata Motors, winner of the 2010 Enterprise and IT Architecture Excellence Award for ITSM from ICMG
Retail - Tesco Stores PLC - Winner of the 2011 Enterprise and IT Architecture Excellence Award from ICMG
Banking - ING Vysya Bank
IT Sevices - NTT Data
Paul Hermelin Capgemini Chairman and CEO at the Capgemini Infrastructure Summit last January highlighted the conflicting tensions within IT organizations, particularly in light of the fact that IT system limitations are among the top three most significant barriers to business digitization.
IT departments have a short window to become “ sexy” again in the eyes of their clients. To overcome challenges by shadow IT and the rapid pace of business change, CIOs must pull two triggers simultaneously—technological innovation and organizational transformation.
To overcome those challenges this paper illustrates:
- The need for IT organizations to accelerate their move to the Cloud to deliver value in the digital age
- Use cases where IT can act as a business partner for digital innovation
- Principles to shape your next IT delivery model
- Key success factors on how to get there
Multimodal IT and Orchestration for Digital TransformationLeon Dohmen
Digital transformation implies changing business models. To be able to adapt organizations are using IT operating models and working methods that work at different speeds causing alignment issues between models and working methods. Consequences are (too) high support and maintenance cost, slow innovation, and inconsistent customer experience. The use of archetypes for IT operating models provides a handle to arrange adequate orchestration between operating models and working methods.
Elevating Tactical DDD Patterns Through Object CalisthenicsDorra BARTAGUIZ
After immersing yourself in the blue book and its red counterpart, attending DDD-focused conferences, and applying tactical patterns, you're left with a crucial question: How do I ensure my design is effective? Tactical patterns within Domain-Driven Design (DDD) serve as guiding principles for creating clear and manageable domain models. However, achieving success with these patterns requires additional guidance. Interestingly, we've observed that a set of constraints initially designed for training purposes remarkably aligns with effective pattern implementation, offering a more ‘mechanical’ approach. Let's explore together how Object Calisthenics can elevate the design of your tactical DDD patterns, offering concrete help for those venturing into DDD for the first time!
Transcript: Selling digital books in 2024: Insights from industry leaders - T...BookNet Canada
The publishing industry has been selling digital audiobooks and ebooks for over a decade and has found its groove. What’s changed? What has stayed the same? Where do we go from here? Join a group of leading sales peers from across the industry for a conversation about the lessons learned since the popularization of digital books, best practices, digital book supply chain management, and more.
Link to video recording: https://bnctechforum.ca/sessions/selling-digital-books-in-2024-insights-from-industry-leaders/
Presented by BookNet Canada on May 28, 2024, with support from the Department of Canadian Heritage.
DevOps and Testing slides at DASA ConnectKari Kakkonen
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Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap.
The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies.
Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques
What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
Topics covered:
Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Observability Concepts EVERY Developer Should Know -- DeveloperWeek Europe.pdfPaige Cruz
Monitoring and observability aren’t traditionally found in software curriculums and many of us cobble this knowledge together from whatever vendor or ecosystem we were first introduced to and whatever is a part of your current company’s observability stack.
While the dev and ops silo continues to crumble….many organizations still relegate monitoring & observability as the purview of ops, infra and SRE teams. This is a mistake - achieving a highly observable system requires collaboration up and down the stack.
I, a former op, would like to extend an invitation to all application developers to join the observability party will share these foundational concepts to build on:
Dev Dives: Train smarter, not harder – active learning and UiPath LLMs for do...UiPathCommunity
💥 Speed, accuracy, and scaling – discover the superpowers of GenAI in action with UiPath Document Understanding and Communications Mining™:
See how to accelerate model training and optimize model performance with active learning
Learn about the latest enhancements to out-of-the-box document processing – with little to no training required
Get an exclusive demo of the new family of UiPath LLMs – GenAI models specialized for processing different types of documents and messages
This is a hands-on session specifically designed for automation developers and AI enthusiasts seeking to enhance their knowledge in leveraging the latest intelligent document processing capabilities offered by UiPath.
Speakers:
👨🏫 Andras Palfi, Senior Product Manager, UiPath
👩🏫 Lenka Dulovicova, Product Program Manager, UiPath
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024Albert Hoitingh
In this session I delve into the encryption technology used in Microsoft 365 and Microsoft Purview. Including the concepts of Customer Key and Double Key Encryption.
PHP Frameworks: I want to break free (IPC Berlin 2024)Ralf Eggert
In this presentation, we examine the challenges and limitations of relying too heavily on PHP frameworks in web development. We discuss the history of PHP and its frameworks to understand how this dependence has evolved. The focus will be on providing concrete tips and strategies to reduce reliance on these frameworks, based on real-world examples and practical considerations. The goal is to equip developers with the skills and knowledge to create more flexible and future-proof web applications. We'll explore the importance of maintaining autonomy in a rapidly changing tech landscape and how to make informed decisions in PHP development.
This talk is aimed at encouraging a more independent approach to using PHP frameworks, moving towards a more flexible and future-proof approach to PHP development.
Le nuove frontiere dell'AI nell'RPA con UiPath Autopilot™UiPathCommunity
In questo evento online gratuito, organizzato dalla Community Italiana di UiPath, potrai esplorare le nuove funzionalità di Autopilot, il tool che integra l'Intelligenza Artificiale nei processi di sviluppo e utilizzo delle Automazioni.
📕 Vedremo insieme alcuni esempi dell'utilizzo di Autopilot in diversi tool della Suite UiPath:
Autopilot per Studio Web
Autopilot per Studio
Autopilot per Apps
Clipboard AI
GenAI applicata alla Document Understanding
👨🏫👨💻 Speakers:
Stefano Negro, UiPath MVPx3, RPA Tech Lead @ BSP Consultant
Flavio Martinelli, UiPath MVP 2023, Technical Account Manager @UiPath
Andrei Tasca, RPA Solutions Team Lead @NTT Data
The Art of the Pitch: WordPress Relationships and SalesLaura Byrne
Clients don’t know what they don’t know. What web solutions are right for them? How does WordPress come into the picture? How do you make sure you understand scope and timeline? What do you do if sometime changes?
All these questions and more will be explored as we talk about matching clients’ needs with what your agency offers without pulling teeth or pulling your hair out. Practical tips, and strategies for successful relationship building that leads to closing the deal.
LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...DanBrown980551
Do you want to learn how to model and simulate an electrical network from scratch in under an hour?
Then welcome to this PowSyBl workshop, hosted by Rte, the French Transmission System Operator (TSO)!
During the webinar, you will discover the PowSyBl ecosystem as well as handle and study an electrical network through an interactive Python notebook.
PowSyBl is an open source project hosted by LF Energy, which offers a comprehensive set of features for electrical grid modelling and simulation. Among other advanced features, PowSyBl provides:
- A fully editable and extendable library for grid component modelling;
- Visualization tools to display your network;
- Grid simulation tools, such as power flows, security analyses (with or without remedial actions) and sensitivity analyses;
The framework is mostly written in Java, with a Python binding so that Python developers can access PowSyBl functionalities as well.
What you will learn during the webinar:
- For beginners: discover PowSyBl's functionalities through a quick general presentation and the notebook, without needing any expert coding skills;
- For advanced developers: master the skills to efficiently apply PowSyBl functionalities to your real-world scenarios.
Securing your Kubernetes cluster_ a step-by-step guide to success !KatiaHIMEUR1
Today, after several years of existence, an extremely active community and an ultra-dynamic ecosystem, Kubernetes has established itself as the de facto standard in container orchestration. Thanks to a wide range of managed services, it has never been so easy to set up a ready-to-use Kubernetes cluster.
However, this ease of use means that the subject of security in Kubernetes is often left for later, or even neglected. This exposes companies to significant risks.
In this talk, I'll show you step-by-step how to secure your Kubernetes cluster for greater peace of mind and reliability.
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
Monitoring Java Application Security with JDK Tools and JFR Events
Enterprise Architecture.pptx
1. Architecture and Patterns for IT Service Management,
Resource Planning, and Governance
Making Shoes for the Cobbler's Children
by Charles T. Betz
2. IT started:
IT (arguably) started with the invention of writing and counting. Managing
libraries was a problem known to the ancient Egyptians, and the challenges of
categorizing, tracking, and deriving useful information from raw data thus
date from earliest history to the present. Innovations such as the abacus;
decimal arithmetic; dual-entry accounting; the large-scale, professionally
managed countinghouse; and modern fi ling and workfl ow techniques all
predated the electronic automation of information management.
3. Achievements of IT
The fastest transactional systems can process upward of 3 million transactions
a minute, enough volume to support a large city’s worth of people doing
nothing but ordering things.
The largest data warehouses now are 100 terabytes, or 5 times all of the text
in the Library of Congress.
The fastest long-distance network links exceed 40 gigabits per second, enough
speed to transmit the Library of Congress text in just over 1 hour.
And as Ray Kurzweil notes, “Supercomputers will achieve one human brain
capacity by 2010, and personal computers will do so by around 2020. By 2030,
it will take a village of human brains (around a thousand) to match $1000 of
computing. By 2050, $1000 of computing will equal the processing power of
all human brains on Earth.”
4. IT problems:
Failures of alignment, of projects, and of mission critical systems are far too common and widely reported, both in
the popular press and on the golf courses of elite country clubs: IT—can’t live with it, can’t live without it. The world
is only starting to see the failures of complex system interactions. The Y2K crisis required massive, urgent
investment. The atrocities of 9/11 arguably could have been prevented by better information sharing among federal
agencies. The 2003 East Coast blackout was caused in part through failures of IT. In short, the continuous expansion
of IT complexity (nowhere near the end of how complex we can make it), is increasing the risk that “unmanaged IT”
is imposing on business and on society.
Failures of Alignment and Strategy
Failures of IT Projects
Failures of IT Operations
5. The proposed solutions
Responsive, agile support for evolving business needs and strategies
Operational effectiveness: available and high performing systems and infrastructure
Cost effectiveness, efficiency, and transparency
Capable risk and security management
Various disciplines, programs, and slogans have emerged as “banners” representing the goal of improving
enterprise IT management:
9. The IT Value Chain: A Process Foundation
COBIT Control Objectives for Information and Related Technology (COBIT) is a
risk management framework published by the Information Systems Audit and
Control Association (ISACA). It is of interest because the risk management
framework is essentially a comprehensive IT process framework identifying all
major activities of a typical IT organization in a representation that supports
process measurement and management control.
COBIT divides IT into four areas:
Planning and organization
Acquisition and implementation
Delivery and support
Monitoring
Frameworks, Frameworks Everywhere
10. The Capability Maturity Model Integration (CMMI) is a framework for developing and assessing the software development maturity of an
organization. It is based on long-term research performed by the Software Engineering Institute (SEI) at Carnegie-Mellon University. A widely noted
characteristic of CMMI is the concept of maturity “levels” through which organizations pass. As a framework, it includes specific guidance on
software engineering best practices, as well as some generic characteristics that enable its translation to domains other than software engineering; there
are CMMI-based SEI frameworks for systems engineering, software engineering, integrated product and process development, and supplier sourcing.
CMMI for software engineering defines four major process area categories:
Process management
Project management
Engineering
Support
CMMI has been criticized from a variety of perspectives. First, it is highly abstract and academic. Process centricity to the
exclusion of human factors is one critique;55 another is that it is project centric and disregards operational challenges of
day-to-day service management and even software maintenance. The CMMI work does not well account for the possibility
of ITSM-based processes (e.g., incident management) being an important source of feedback for project quality. This is
because CMMI needs to address many types of projects, including those creating packaged software, embedded systems,
and products. Nevertheless, it remains the most influential software engineering framework in the world; the Agile
movement and the proprietary Rational Unified Process™ are also significant players.
The IT Value Chain: A Process Foundation
Frameworks, Frameworks Everywhere -continued
11. ITIL and ITSM The Information Technology Infrastructure Library (ITIL) is a best-practice framework originating in
the United Kingdom (it is published by their Office of Government Communications). ITIL is gaining great
momentum worldwide, with increasing (if belated) adoption in the United States.
ITIL at this writing consists of nine volumes:
The Business Perspective: IS View
The Business Perspective: Business View
Application Management
Service Delivery
Service Support
Software Asset Management
ICT Infrastructure Management
Security Management
Planning to Implement IT Service Management
The IT Value Chain: A Process Foundation
Frameworks, Frameworks Everywhere -continued
ITSM, according to Van Bon, is “a set of processes that cooperate to ensure the quality of live IT services, according to the levels of
service agreed with the customer.” The focus in ITSM and ITIL is the concept of “service,” a business-intelligible manifestation of the IT
capability that represents value-adding functionality, from the business perspective.
12. ITIL is an important and influential center of gravity in IT management. It is helping to standardize language and
provide a common reference model for IT operations in particular. It is often seen as synonymous with the Service
Delivery and Service Support volumes, which cover the following process areas:
Service support
Service desk
Incident and problem management
Configuration management
Change management
Release management
Service delivery
Service-level management
Financial management for IT
Capacity management
Continuity management
Availability management
The IT Value Chain: A Process Foundation
Frameworks, Frameworks Everywhere -continued
13. ITIL and ITSM The Information Technology Infrastructure Library (ITIL) is a best-practice framework originating in
the United Kingdom (it is published by their Office of Government Communications). ITIL is gaining great
momentum worldwide, with increasing (if belated) adoption in the United States.
ITIL at this writing consists of nine volumes:
The Business Perspective: IS View
The Business Perspective: Business View
Application Management
Service Delivery
Service Support
Software Asset Management
ICT Infrastructure Management
Security Management
Planning to Implement IT Service Management
The IT Value Chain: A Process Foundation
Frameworks, Frameworks Everywhere -continued
ITSM, according to Van Bon, is “a set of processes that cooperate to ensure the quality of live IT services, according to the levels of
service agreed with the customer.” The focus in ITSM and ITIL is the concept of “service,” a business-intelligible manifestation of the IT
capability that represents value-adding functionality, from the business perspective.
14. The IT Value Chain: A Process Foundation
Frameworks, Frameworks Everywhere -continued
As with CMMI, there are many critiques of ITSM and ITIL. The ITIL volumes are not uniform in quality; the
Application Management and Security Management volumes in particular have not been well received.
Overlapping frameworks (e.g., the Application Services Library) exist.
While claiming to be based on process, ITIL does not address process improvement (e.g., see COBIT’s process
of “develop and maintain procedures” or the CMMI “process management” process area).
ITIL does not effectively address the activity of IT portfolio management or the function of enterprise
architecture and thus is weak in higher-level planning and control concepts. As Hans van Herwaarden and Frank
Grift note, “the consistency that characterized the service support processes…is largely missing in the service
delivery books,” meaning that although the material on incident, problem, change, release, and configuration
management is strong, the material on capacity, availability, continuity, finance, and service-level management is
less so.
Another significant issue is that the entire software development life cycle is encapsulated in the release
management function, which does not provide enough detail to make ITIL seem relevant to those activities.
However, like CMMI, ITIL seems to have a critical mass of acceptance and will be an important part of the
landscape.
15. With such breadth and depth available in COBIT, CMMI, and ITIL, why spend any time developing a new
framework?
As Jeff Kaplan notes, The last thing the IT industry needs is another proprietary framework. The best thing that could
happen would be if all the disparate IT associations (ITIL, SEI, COBIT, etc.), as well as academics who study and
teach IT management, were to consolidate their frameworks into one definitive, comprehensive, public-domain
reference model that would align industry terminology and create a single blueprint for IT managers
The IT Value Chain: A Process Foundation
A Value Chain Framework
Well stated. However, the primary reason for YAFW (yet another framework) is that, even though all these
frameworks are (to varying degrees) seen as process oriented, none have a true value chain orientation. They do not
defi ne what the core value-adding process is for the IT organization, and it is easy in reading them in all their
detail to lose perspective as to what is primary and what is supporting in enterprise IT.
16. The IT Value Chain: A Process Foundation-continued
The modern business is often represented in context (an
approach deriving from systems theory) something like Figure
2.1 adapted from Geary Rummler and Alan Brache.
Current management theory has the central concept of “the
business” identified with the concept of a value chain. The value
chain is a concept in which each activity in the chain or
sequence adds some value to the final product. It’s assumed that
if you asked the customer about each of the steps, the customer
would agree that the step added something to the value of the
product…. Human resources, senior management functions, and
IT processes are all considered supplementary or secondary
processes…. They don’t produce outputs that are consumed by
customers and generate income.70
17. The IT Value Chain: A Process Foundation –continued
Michael Porter’s generic value chain representing a manufacturing firm appeared as shown in Figure 2.2.
18. The IT Value Chain: A Process Foundation-continued
IT AS A BUSINESS – system context
19. The IT Value Chain: A Process Foundation-continued
20. The IT Value Chain: A Process Foundation-continued
It’s important to recognize that even the core value chain activities (which can casually be called plan, build, and run) may not be recognizable to the
customer. At the highest level, the customer is seeking services delivered by the IT organization with the following quality attributes identified previously:
• Responsiveness to changing customer needs and strategies
• Cost effectiveness, efficiency, and transparency
• Effective risk management (e.g., assurance of confidentiality)
• Operational effectiveness (e.g., availability and performance)
Again, the key to understanding the value chain concept is the mental experiment: what would the customer see as value adding if the customer could see
inside the factory?
21. The IT Value Chain: A Process Foundation-continued
Mapping the Frameworks to the Value Chain
22. SUPPORTING THE IT VALUE CHAIN:A Supporting Data
Architecture
A Conceptual Data Model
23. General IT Data Architecture Issues includes:
Mapping the Business to IT
Versioning
Collaboration
Portfolio - A portfolio is a collection of objects with like attributes across which meaningful comparisons can be made for decision-making
purposes. It has a further connotation of a fi nancial resource pool or account of some sort, but portfolios can also be measured and managed on nonfi
nancial bases
SUPPORTING THE IT VALUE CHAIN:A Supporting Data
Architecture
30. A Supporting Systems Architecture
Information-Centric Systems
This central class of tools includes all the various forms of repositories used to provide insight into complex IT infrastructures, including
enterprise architecture, knowledge management, metadata management, and configuration management. It covers both top-down and
bottom-up capture, analysis, and management of complex concepts
31. Patterns for IT Enablement
In software engineering, a design pattern is a general solution to a common
problem…. A design pattern isn’t a finished design that can be transformed
directly into [program] code; it is a description or template for how to solve a
problem that can be used in many different situations.
32. Core Value Chain Patterns
Patterns for IT Enablement
request for change (RFC)