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IT4IT Overview 
Charles Betz
Speaker bio 
• Charlie Betz is Director of Strategy and Innovation (aka Chief Architect) for a major US telecom and ecommerce 
hosting provider, currently assigned to large enterprises in the retail and healthcare sectors. 
• Representative to the IT4IT Strategy Board, a new Open Group standard for the “business of IT” 
• Previously he was Research Director for IT Portfolio Managmeent at Enterprise Management Associates. He spent 6 
years at Wells Fargo as VP and Enterprise Architect for IT Portfolio Management and Systems Management. He has 
held architect and application manager positions for Best Buy, Target, and Accenture, specializing in IT 
management. 
• He is sole author of Architecture and Patterns for IT and co-author of several works with Lean collaborators and for 
ISACA’s COBIT. 
• Charlie lives in Minneapolis, Minnesota with his 
wife Sue and son Keane.
What we will cover 
• Overview and positioning of IT4IT 
• IT4IT governance 
• IT4IT content 
• IT4IT Agile workstream 
• Getting involved 
3
IT4IT overview 
• Industry standard for the “business of IT” 
launching this October at Open Group 
conference in London 
• Started out of discussions between Shell, 
HP and other customers 
• Intended to be more prescriptive and 
architectural than ITIL or COBIT 
• Emphasis on end to end IT value streams 
and conceptual data model 
• Similar in scope and intent to reference 
architectures such as eTOM and ARTS 
4
Solving problems that every enterprise has 
Building a reference architecture that allows IT to be a business innovation center 
Policy 
Management 
Plan Build Deliver Run 
Why create a customer consortium 
• History of every new initiative reinventing IT foundations 
• Issues are industry independent 
What and next steps 
• End-to-end business service lifecycle for existing/future paradigms 
• Open standardization process 
How 
• With broad integrated processes to deliver higher value than silos 
• Support for industry process models like ITIL and COBIT 
Service 
Portfolio 
Management 
Conceptual 
Service 
Conceptual 
Blueprint 
Policy 
Requirement 
Management 
Requirement 
Defect 
Management 
Defect 
Problem 
Management 
Problem 
Incident 
Management 
Incident 
Proposal 
Management 
(Investment) 
IT Cont ract 
Project 
Delivery 
Management 
IT Project 
Test 
Management 
Test Case 
Catalog 
Management 
Of fer 
Service Catalog 
Ent ry 
Subscription 
Management 
Subscription 
Billing & 
Chargeback 
Chargeback 
Record 
Diagnostics & 
Remediation 
Runbook 
Event 
Management 
Event 
Business 
Architecture 
Management 
Business 
Architecture 
Demand 
Management 
Demand 
Service 
Development 
Management 
Source 
Build 
Management 
Deployment 
Package 
Request & 
Routing 
Management 
Fulfillment 
Request 
Usage 
Management 
Usage Record 
Service 
Monitoring 
Service 
Monitor 
IT 
Architecture 
Management 
IT Architecture 
Service 
Design 
Management 
Design Package 
Logical Service 
Blueprint 
Change 
Management 
RFC 
Configurat ion 
Management 
Actual Service CIs 
Release 
Management 
Release Package 
Service Release 
Deployment 
Management 
Service 
Release 
Blueprint 
Desired 
Service CIs
Leveraging business value chain success in IT 
Designed by customers like you over the last 2 years using real world use cases 
Based on Porter’s value chain and lean manufacturing value streams concepts 
Efficiency 
& 
Finance & assets Agility 
Sourcing & vendor 
Intelligence & reporting 
Resource & project 
Governance, risk and compliance 
IT Value Chain 
Plan Build Deliver Run 
Reference Architecture
Realizing a service-centric style of IT 
IT Value Chain integration prescription delivers end-to-end traceability 
Service lifecycle – on a repeatable, predictable, coherent and future safe reference architecture 
Pol icy 
Management 
Service 
Portfolio 
Management 
Conceptual 
Service 
Conceptual 
Blueprint 
Policy 
Requirement 
Management 
Requirement 
Defect 
Management 
Defect 
Problem 
Management 
Problem 
Incident 
Management 
Incident 
Proposal 
Management 
(Investment) 
IT Cont ract 
Project 
Delivery 
Management 
IT Project 
Test 
Management 
Test Case 
Catalog 
Management 
Of fer 
Service Catalog 
Ent ry 
Subscription 
Management 
Subscription 
Bill ing & 
Chargeback 
Chargeback 
Record 
Diagnostics & 
Remediation 
Runbook 
Event 
Management 
Event 
Business 
Architecture 
Management 
Business 
Architecture 
Demand 
Management 
Demand 
Service 
Development 
Management 
Source 
Build 
Management 
Deployment 
Package 
Request & 
Routing 
Management 
Fulfillment 
Request 
Usage 
Management 
Usage Record 
Service 
Monitoring 
Service 
Monitor 
IT 
Architecture 
Management 
IT Architecture 
Service 
Design 
Management 
Design Package 
Logical Service 
Blueprint 
Change 
Management 
RFC 
Configurat ion 
Management 
Actual Service CIs 
Release 
Management 
Release Package 
Service Release 
Deployment 
Management 
Service 
Release 
Blueprint 
Desired 
Service CIs 
Strategy to 
Portfolio 
• Plan 
• Demand 
• Policy 
• Selection 
Requirement 
to Deploy 
• Build 
• Develop 
• Test 
• Release 
Request to 
Fulfill 
• Deliver 
• Publish 
• Subscribe 
• Fulfill 
Detect to 
Correct 
• Run 
• Monitor 
• Diagnose 
• Change
Enterprise 
Architecture 
Policy 
Proposal 
Demand 
Service 
Portfolio 
IT4IT Reference Architecture v1.2 
Fulfillment 
Execution 
Requirement Defect 
Defect 
Project Test 
Service Build 
Development 
Release 
Design 
Service Design 
Problem Incident 
Change 
Control 
Event 
Service 
Monitoring 
CMDB 
Diagnostics & 
Remediation 
Knowledge & 
Collaboration 
Chargeback / 
Showback 
Usage 
Request 
Rationalization 
Shop / Buy / Pay / Manage 
Catalog 
Aggregation 
& Offer Mgmt. 
Catalog Composition 
& Design 
Service 
Architecture 
Policy Requirement 
IT Contract IT Project 
Demand Source 
Conceptual 
Service 
Blueprint 
Conceptual 
Service 
Service 
Design 
Package 
Logical 
Service 
Blueprint 
Test Case 
Offer 
Shopping 
Cart 
Release 
Package 
Service 
Release 
Service 
Release 
Blueprint 
Build 
Service 
Catalog 
Entry 
Desired 
Service 
Model 
Usage 
Record 
Fulfillment 
Request 
Subscription 
Chargeback 
Contract 
Request 
Problem / 
Known Error 
Knowledge 
Item 
Incident 
Event 
Service 
Monitor 
Run Book 
RFC 
Actual 
Service CIs 
Key Functional Components and underpinning Key Artifacts 
Strategy to 
Portfolio 
Requirement to Deploy Request to Fulfill Detect to Correct
IT4IT Core Metamodel 
Level 3: Vendor independent Architecture 
Value Stream 
* 
Functional Component 
Artifact 1 
* 
1..* 
SoR 
Integration 
FC Function 
Capability 
Discipline 
Scenario 
* 
* 
* 
* 
* * 
* * 
1 
* 
Relationship 
* 
2 2 
* 
Use cases identified and together with SoR Integrations drive identification of Service Endpoints / Essential services for IT 
Attributes needed for SoR integrations and Use cases are indentified 
The Class model is mapped to ArchiMate concepts and the IT4IT specification is capture in ArchiMate 
Attribute 
1 
* 
Essential 
Service 
1..* 
0..1 
1 
1 
1..* 
* 
1..* 
1
Class model for IT4IT Reference Architecture 
Level 3: ArchiMate Notation Guide 
L3 Element Representation 
Value Chain 
Value Stream 
Capability 
(Discipline) 
Functional 
Component 
[Business Function] 
Value Chain 
[BusinessFunction] 
Value Stream 
[Business Function] 
Capability Discipline 
[Appl ication 
Component] 
Functional 
Component 
L3 Element Representation 
Artifact 
Essential Service 
SoR Integration 
[Data Object] 
Artifact 
[Application 
Service] Essential 
Service 
[Application 
Interaction] SoR 
[Application 
Collaboration] SoR
Standard positioning
ITIL positioning in detail 
ITIL IT4IT 
Positioning Framework describing functions/capabilities/disciplines. Information model driven reference architecture, 
supportive of multiple process frameworks. 
Origins “Best” or “good” practice origins intended for broad 
audience of executives, managers, and individual 
contributors. 
Originated out of needs identified by enterprise architects 
and IT managers for clearer implementation and 
integration guidance 
Methodology Primarily unstructured narrative. “Process” (similar to 
what enterprise architects would term function) is the 
primary unit of analysis. 
Structured consistently with TOGAF and Archimate. Value 
stream, capability, data, system views. 
Orientation Oriented to practitioner education rather than solution Solution orientation 
Value approach Oriented to deep discussion of individual silo 
functions/processes. Beyond overall service lifecycle, does 
not emphasize longer lived value flows. 
Focused on the end to end flow of four high level IT value 
streams (Strategy to Portfolio, Requirement to Deploy, 
Request to Fulfill, Detect to Correct) across IT capabilities. 
Internal consistency Ambiguous and overlapping terminology in places Mutually exclusive and comprehensive, rigorously 
avoiding ambiguity and overlap in its architectural 
catalogs 
Level of detail Not sufficiently detailed to be of utility to planners and 
architects attempting to integrate IT management 
infrastructure. 
Precise representation of data and integration patterns in 
complex IT management domain 
Agile Implicit waterfall, top-down planning orientation. Explicit coverage of Agile and DevOps trends. 
Maintenance process Long term history of proprietary ownership. Multi-year 
revision cycle 
Open development process
IT4IT Governance 
• First open reference model dedicated 
to the “business of IT” 
• Clear, community process for 
maintenance 
• Consortium model is the most proven 
model for sustaining this kind of 
architectural work with accountability 
• IT4IT will follow Open Group’s mature 
standards development practices
IT4IT Consortium members (Sep 2014) 
• HP 
• AT&T 
• Shell 
• PwC 
• Univ. S. Florida 
• Accenture 
• Munich Re 
• Capgemini 
• BP 
• Logicalis 
• UMBRiO 
• Atos
IT4IT Content 
Value 
Stream 
Context 
Overview 
Why it 
matters 
Deeper 
dive 
KPIs 
High level 
flow 
Components 
Reference 
Architecture 
Context 
Detailed 
Architecture
Strategy to Portfolio value stream 
Sourcing & vendor 
Creates a blueprint for optimizing the way you 
manage your IT portfolio and investments to drive 
business innovation 
Efficiency 
& 
Finance & assets Agility 
Intelligence & reporting 
Resource & project 
Governance, risk and compliance 
IT Value Chain 
Plan Build Deliver Run 
Reference Architecture
Strategy to Portfolio 
Strategy Service Portfolio Demand Selection 
Provides the strategy to use to balance and broker your portfolio 
Unified viewpoint across PMO, enterprise architecture & service portfolio 
Improves data quality for decision making 
KPIs and roadmaps to improve business communication
How a user-centric world impacts IT planning 
Drive IT portfolio to business innovation 
Strategy Service Portfolio Demand Selection 
• Bottom-up tactical 
monitoring 
• Manual data collection 
and correlation 
• Support / enhance core 
business process 
• Resource capacity – big 
teams, inflexible skills 
• 2 year planning 
windows, quarterly 
reviews 
• Cost reduction and 
reliability 
• 70:30 KTLO to 
innovation 
• Apps focus: business 
process efficiency 
• Ops focus: stability, 
“change is evil” 
• Top-down goals 
• KPI monitored via 
aggregated measures 
• Real-time, automated, 
integrated 
• New user end points 
and edges of process 
• Agile teams, multi-sourced, 
flexible skills 
• 4 quarterly rolling 
planning/ bi-weekly 
CEO review 
• Business innovation and 
reliability become table 
stakes 
• 20:80 KTLO to 
innovation 
• Sourcing/brokering 
• Risk and security 
• Customer impact 
(loyalty, revenue) 
Planned economy 
Market economy 
Common 
Next wave
Why Strategy to Portfolio? 
Designed to help with investing in the right services 
Holistic demand 
Across PMO, enterprise 
architecture, service 
portfolio and business 
Business 
priorities 
Decisions are based on 
business needs 
Data consistency 
Reliability and trust based 
on consistent data across 
services 
Financial visibility 
Information on 
investment activity and 
value realization 
Traceability 
Link from business 
request to what was 
delivered 
Communication 
With business 
stakeholders through 
service roadmaps
Proving value KPIs 
Using Strategy to Portfolio to quantify the value of portfolio planning 
% of new investment 
vs maintenance 
Innovation 
Capital % CapEx vs OpEx 
Costs % planned vs actual 
Demand By source and type 
% satisfied customers 
per service 
Usage 
Deficiencies in security 
policies and standards 
Compliance
Exploring Strategy to Portfolio 
Strategy Service Portfolio Demand Selection 
• Define objectives 
• Align business and 
IT roadmaps 
• Set up standards 
and policies 
• Enterprise 
architecture 
• Service portfolio 
rationalization 
• Create service 
blueprint and 
roadmap 
• Consolidate 
demand 
• Analyze priority, 
urgency, and 
impact 
• Create new or tag 
existing demand 
• Business value, 
risk, costs, benefits 
& resources 
• What-if-analysis 
• Ensure governance
Strategy to Portfolio – major components 
Strategy Service Portfolio Demand Selection 
Enterprise 
Architecture 
Service 
Portfolio 
Demand Proposal
Problem Incident 
Event 
Service 
Monitoring 
V.1.2, Mar 20th 2014 
This work is based upon material 
developed and publ ished by t he 
IT4IT Consort ium 
Reference Architecture 
Enterprise 
Architecture 
Policy 
Proposal 
Demand 
Service 
Portfolio 
Fulfillment 
Execution 
Requirement Defect 
Defect 
Project Test 
Service Build 
Development 
Release 
Design 
Service Design 
Change 
Control 
CMDB 
Diagnostics & 
Remediation 
Knowledge & 
Collaboration 
Chargeback / 
Showback 
Usage 
Request 
Rationalization 
Shop / Buy / Pay / Manage 
Catalog 
Aggregation 
& Offer Mgmt. 
Catalog Composition 
& Design 
Service 
Architecture 
Policy Requirement 
IT Contract IT Project 
Demand Source 
Conceptual 
Service 
Blueprint 
Conceptual 
Service 
Service 
Design 
Package 
Logical 
Service 
Blueprint 
Test Case 
Offer 
Shopping 
Cart 
Release 
Package 
Service 
Release 
Service 
Release 
Blueprint 
Build 
Service 
Catalog 
Entry 
Desired 
Service 
Model 
Usage 
Record 
Fulfillment 
Request 
Subscription 
Chargeback 
Contract 
Request 
Problem/ 
Known Error 
Knowledge 
Item 
Incident 
Event 
Service 
Monitor 
Run Book 
RFC 
Actual 
Service CIs 
Strategy to Portfolio 
Functional 
component 
Artifact 
Entity 
relationship 
Service 
model 
Requirement to Deploy Request to Fulfill Detect to Correct
Strategy to Portfolio functional model 
Requirement to Deploy 
Requirement 
Requirement to Deploy 
Conceptual 
Service 
Blueprint 
1:n 
n:1 
Service Portfolio 
Demand 
Demand 
(rationalized) 
Competency 
(availability) 
Budget 
(estimate) 
Assets 
(availability) 
Policy 
Demand 
Policy 
Requirement 
1:n 
Service 
Blueprint 
Demand 
Conceptual 
Service 
n:m 
Project 
IT Project 
IT Contract 
1:n 
IT Contract 
Service Design 
Logical Service 
1:n Blueprint 
n:1 
Roadmap 
Demand 
n:m 
1:1 
Enterprise Architecture 
Business Process 
Demand 
1:n Policy 
Proposal 
V.1.2, Mar 20th 2014 
This work is based upon material 
developed and published by t he 
IT4IT Consort ium 
Functional Component - Key 
Functional Component - Auxiliary 
Service Model 
Data Artifact – Key 
Data Artifact – Auxiliary 
Entity relationship 
Record fabric Integration 
Engagement dataflow 
Current practice 
Requirement to Deploy 
Asset 
Management 
Business 
Strategy 
IT Financial 
Management 
Labor 
Management 
Problem 
Problem, 
Known Error 
Detect to Correct 
Service 
Architecture 
n:m
Requirement to Deploy value stream 
Sourcing & vendor 
Define, build, test, and deploy the right 
service, at the right time, at the right cost 
Efficiency 
& 
Finance & assets Agility 
Intelligence & reporting 
Resource & project 
Governance, risk and compliance 
IT Value Chain 
Plan Build Deliver Run 
Reference Architecture
Requirement to Deploy 
Plan & design Develop Test Deploy 
Framework for creating, modifying or sourcing a service 
Supports agile and traditional development methodologies 
Visibility to the quality, utility, schedule, and cost of the services you deliver 
Defines continuous integration and continuous deployment control points
How a user-centric world impacts building services 
Build what the business wants, when it wants it 
Plan & design Develop Test Deploy 
• Manual deployment 
• Wastage of assets: 
performance scripts, 
known bugs, etc. 
• Manual configurations 
and stubs 
• Driven top-down 
• Everyone in one 
building 
• Exhaustive definition 
• Abstract 
• Contractual 
• Test only; 
code=black box 
• Lead time for 
environments 
• Treated as ‘last mile’ 
• Automated deployment 
• Asset reuse between 
Apps and Ops 
• Composite and 
virtualized 
• Automatic connections 
• Empowered, 
entrepreneurial and 
distributed 
• Just enough 
• Experiential 
• Story-based / 
interpretive 
• Insight into code 
changes 
• Auto deploys for 
dev/test 
• Continual testing 
4 months 
1 week 
Common 
Next wave
Why Requirement to Deploy? 
Designed to help in building, sourcing and deploying quality services 
Reuse 
Reuse of services and 
requirements becomes 
the norm 
Time to market 
Faster time to market for 
service realization 
Supplier Info 
Increased traceability and 
benchmarking of internal 
and external suppliers 
Financial visibility 
Improved inputs to IT 
Financial Management 
on full service cost 
Predictable 
Control point facts about 
quality, utility, security 
and cost 
Policy compliance 
Across security, risk, 
enterprise architecture & 
finance
Proving value KPIs 
Using Requirement to Deploy to measure investment effectiveness 
% of requirements – dev, 
test, deploy Requirements 
% of automated build, 
tests, deploy Automation 
% of project tasks or 
cycles on time On time 
% of detected vs closed 
at release Defects 
% of successful 
deployments Deploy 
Change % of emergency changes
Exploring Requirement to Deploy 
Plan & design Develop Test Deploy 
• IT Project plan 
• Logical service 
model 
• Requirements 
• Functional & 
technical 
• Standards & 
policies 
• Development: 
Agile, iterative, 
waterfall … 
• Source & set up 
dev environment 
• Version control 
• Developer testing 
• Functional: 
desktop, web, 
mobile 
• Performance: 
desktop, web, 
mobile 
• Security: static, 
dynamic 
• Release plan 
• Change and 
configuration 
process 
• Knowledge 
management 
• Application and 
security monitors
Requirement to Deploy – major components 
Plan & design Develop Test Deploy 
Service 
Design 
Service 
Development 
Requirements 
Test 
Build 
Release Design 
Fulfillment
Problem Incident 
Event 
Service 
Monitoring 
V.1.2, Mar 20th 2014 
This work is based upon material 
developed and publ ished by t he 
IT4IT Consort ium 
Reference Architecture 
Enterprise 
Architecture 
Policy 
Proposal 
Demand 
Service 
Portfolio 
Fulfillment 
Execution 
Requirement Defect 
Defect 
Project Test 
Service Build 
Development 
Release 
Design 
Service Design 
Change 
Control 
CMDB 
Diagnostics & 
Remediation 
Knowledge & 
Collaboration 
Chargeback / 
Showback 
Usage 
Request 
Rationalization 
Shop / Buy / Pay / Manage 
Catalog 
Aggregation 
& Offer Mgmt. 
Catalog Composition 
& Design 
Service 
Architecture 
Policy Requirement 
IT Contract IT Project 
Demand Source 
Conceptual 
Service 
Blueprint 
Conceptual 
Service 
Service 
Design 
Package 
Logical 
Service 
Blueprint 
Test Case 
Offer 
Shopping 
Cart 
Release 
Package 
Service 
Release 
Service 
Release 
Blueprint 
Build 
Service 
Catalog 
Entry 
Desired 
Service 
Model 
Usage 
Record 
Fulfillment 
Request 
Subscription 
Chargeback 
Contract 
Request 
Problem/ 
Known Error 
Knowledge 
Item 
Incident 
Event 
Service 
Monitor 
Run Book 
RFC 
Actual 
Service CIs 
Strategy to Portfolio 
Functional 
component 
Artifact 
Entity 
relationship 
Service 
model 
Requirement to Deploy Request to Fulfill Detect to Correct
Requirement to Deploy functional model 
Proposal 
Service Portfolio 
Conceptual Service 
Blueprint 
Policy 
Demand 
Service Development Build 
Problem 
Management 
Detect to Correct 
IT Project 
Demand 
Strategy to Portfolio 
1:1 
Requirement 
1:n 
1:n 
Source 
1:n 
Defect 
1:n 
RFC (Normal) 
Service 
Design 
Package 
1:n 
Policy 
1:n 
1:n Service Catalog Entry 
Defect 
Defect 
1:n 
n:m 
RFC 
n:m 
1:n 
n:m 
Requirements 
Test 
Test Case 
Incident 
Management 
Detect to Correct 
Strategy to Portfolio 
Project 
Build 
Fulfillment Execution 
Change Control 
1:n 1:n 1:n 
IT Contract 
1:n 
1:1 
Logical Service 
Blueprint 
n:m 
Service 
Release 
Release 
Package Desired Service 
Model 
IT Contract 
Strategy to Portfolio 
Defect 
Problem, 
Known Error 
1:1 
n:1 
1:n 
1:n 
1:1 
Defect 
Incidnet 
IT Project 
Requirement 
Defect 
1:1 
Service Design 
Catalog Composition & 
Design 
Request to Fulfill 
V.1.2, Mar 20th 2014 
This work is based upon material 
developed and publ ished by t he 
IT4IT Consort ium 
Functional Component - Key 
Functional Component - Auxiliary 
Service Model 
Data Artifact – Key 
Data Artifact – Auxiliary 
Entity relationship 
Record fabric Integration 
Engagement dataflow 
Current practice 
Request to Fulfill 
Fulfillment Request 
Release Package 
Fulfillment 
Request 
1:n 
Release 
Design 
Service 
Release Blueprint 
Strategy to Portfolio 
Service Catalog Entry (Unbound) 
RFC 
1:n
Request to Fulfill value stream 
Efficiency 
Sourcing & vendor 
Transition to a service broker model using an offer 
catalog to manage subscriptions and route 
fulfillments 
& 
Finance & assets Agility 
Intelligence & reporting 
Resource & project 
Governance, risk and compliance 
IT Value Chain 
Plan Build Deliver Run 
Reference Architecture
Request to Fulfill 
Publish Subscribe Fulfill Measure 
Helps your IT organization: 
• Transition to a service broker model 
• Present a single catalog with items from multiple supplier catalogs 
• Efficiently manage subscriptions and total cost of service 
• Manage and measure fulfillments across multiple suppliers
How a user-centric world impacts delivering services 
Catalog, fulfill, and manage services and track their usage 
Define & publish Subscribe Fulfill Measure 
• Blanket allocations 
• Anecdotal service 
quality reports 
• Generic, email/forms-driven 
• Fragmented 
• Politicized 
(“who you know”) 
• Paper-based 
• Built to order 
• Multiple hand-offs 
• Stranded capacity, 
“naked” services not 
monitored in rollout or 
production 
• Pay per use 
• Continual user 
experience 
measurement and 
management 
• Automated and 
personalized 
• Aggregated 
(one-stop shop) 
• Automated 
• Configured to order 
• Automated workflow 
• Management by 
exception, instrumented 
from request to release 
• Optimized for 
consumption 
Bureaucratic 
Self-serve 
Common 
Next wave
Why Request to Fulfill? 
Designed to help source and access quality services 
Consumption 
Consumers easily find 
and subscribe via 
self-service 
Single catalog 
Single offer catalog with 
multiple fulfillment 
providers 
Service broker 
Transition from request 
management to broker 
Efficiency 
Standard subscription 
process with policies and 
automation 
Traceability 
Across subscription, 
usage and chargeback 
Cost optimization 
Recover expired and 
unused subscriptions and 
licenses
Proving value KPIs 
Use Request to Fulfill to quantify the value of self-service catalog subscriptions 
Subscriptions per 
period per service 
Deliver 
% self-service 
requests 
Costs 
% of orders fulfilled 
with automation 
Speed 
% of subscriptions 
active or expiring 
Broker 
% of successful 
deployments 
Usage 
% of subscriptions 
requiring an incident 
Satisfaction
Exploring Request to Fulfill 
Publish Subscribe Fulfill Measure 
• Mash up catalog 
items from all 
fulfillment engines 
• Set pricing, options 
and SLA 
• Publish services 
• Portal engagement 
• Personalized 
experience 
• Self-service 
• Manage 
subscriptions 
• Route fulfillments 
• Automate 
deployment 
• Use internal and 
external providers 
• Integrate with 
change, asset & 
config systems 
• Service usage 
measurement 
• Chargeback / 
showback 
• Cost transparency 
• Surveys and 
ratings
Request to Fulfill – major components 
Publish Subscribe Fulfill Measure 
Catalog Request 
Fulfillment Usage 
Chargeback / 
Showback 
Shop / Buy / Pay / Manage
Problem Incident 
Event 
Service 
Monitoring 
V.1.2, Mar 20th 2014 
This work is based upon material 
developed and publ ished by t he 
IT4IT Consort ium 
Reference Architecture 
Enterprise 
Architecture 
Policy 
Proposal 
Demand 
Service 
Portfolio 
Fulfillment 
Execution 
Requirement Defect 
Defect 
Project Test 
Service Build 
Development 
Release 
Design 
Service Design 
Change 
Control 
CMDB 
Diagnostics & 
Remediation 
Knowledge & 
Collaboration 
Chargeback / 
Showback 
Usage 
Request 
Rationalization 
Shop / Buy / Pay / Manage 
Catalog 
Aggregation 
& Offer Mgmt. 
Catalog Composition 
& Design 
Service 
Architecture 
Policy Requirement 
IT Contract IT Project 
Demand Source 
Conceptual 
Service 
Blueprint 
Conceptual 
Service 
Service 
Design 
Package 
Logical 
Service 
Blueprint 
Test Case 
Offer 
Shopping 
Cart 
Release 
Package 
Service 
Release 
Service 
Release 
Blueprint 
Build 
Service 
Catalog 
Entry 
Desired 
Service 
Model 
Usage 
Record 
Fulfillment 
Request 
Subscription 
Chargeback 
Contract 
Request 
Problem/ 
Known Error 
Knowledge 
Item 
Incident 
Event 
Service 
Monitor 
Run Book 
RFC 
Actual 
Service CIs 
Strategy to Portfolio 
Functional 
component 
Artifact 
Entity 
relationship 
Service 
model 
Requirement to Deploy Request to Fulfill Detect to Correct
Request to Fulfill functional model 
Project 
This work is based upon material 
developed and published by t he 
IT4IT Consort ium 
Functional Component - Key 
Functional Component - Auxiliary 
Service Model 
Data Artifact – Key 
Data Artifact – Auxiliary 
Entity relationship 
Record fabric Integration 
Engagement dataflow 
Current practice 
Composite/Compound 
Request Rationalization 
CMDB 
Actual 
Service CIs 
Detect to Correct 
Release Design 
Service Catalog 
Entry (Bound) 
1:n 
Service 
Release 
Blueprint 
Desired 
Service 
Model 
Chargeback / 
Showback 
Chargeback Contract 
Usage 
Usage Record 
Bill/Invoice 
n:m 
Service Catalog 
Entry (Unbound) 
Usage 
Subscription 
1:n 
Request 
Offer 
Catalog 
n:m 
Offer 
User Profile 
n:m 
1:1 
Shopping Cart 
Chargeback 
Contract 
n:m 
1:n 
Fulfillment 
Request 
1:n 
Subscription 
Service 
Monitor 
Catalog 
Aggregation & 
Offer Mgmt. 
Request 
Conversation 
Knowledge 
Item 
Problem, 
Known Error 
n:m 
n:m 
Knowledge 
Item 
Knowledge & 
Collaboration 
Incident 
Status 
1:n 
Service Catalog Entry 
Fulfillment Execution 
RFC 
1:1 
Detect to Correct 
Catalog 
Composition 
& Design 
Usage 
RFC Request 
Change 
Control 
Request 
IT Supplier 
(External to IT) 
1:n 
Engagement Experience Portal 
1:n 
1:1 
IT Financial 
Management 
Service 
Monitoring 
Fulfillment 
Engine & Deploy/ 
Provision Systems 
Detect to Correct 
Problem 
Incident 
Detect to Correct Detect to Correct 
Shop / Buy / Pay / Manage 
Self Service 
Support 
Requirement to Deploy 
n:m 
1:n 
Request 
1:m 
n:1 
Release 
Package 
Actual 
Service 
1:n CIs 
Release 
Package 
IT Asset 
Management 
Supportive Function 
IT Project 
Fulfillment 
Request 
Service 
Release 
1:n 
1:n 
1:1 
Requirement to Deploy 
Supportive Function Supportive Function Supportive Function 
V.1.2, Mar 20th 2014
Detect to Correct value stream 
Sourcing & vendor 
Bringing together IT service operations to 
efficiently detect and correct issues before 
impacting users 
Efficiency 
& 
Finance & assets Agility 
Intelligence & reporting 
Resource & project 
Governance, risk and compliance 
IT Value Chain 
Plan Build Deliver Run 
Reference Architecture
Detect to Correct 
Detect Diagnose Change Resolve 
Brings together IT service operations to enhance results and efficiency 
End-to-end visibility using a shared configuration model 
Identify issues before they affect users 
Reduce the mean time to repair
How a user-centric world impacts resolving issues 
Anticipate and resolve service issues 
Detect Diagnose Change Resolve 
• Patch in prod 
• “Snowflake” systems 
(unique, fragile) 
• Tribal knowledge for 
resolution 
• Static infrastructure 
• 1:1 resource to service 
• Designed to test 
• Isolated impact 
• Reactive 
• Multi-sourcing “blind 
spots” 
• Triage and manual 
forensics 
• Feared 
• By-committee 
• CAB controls change 
• Dev/QA controls 
regression tests 
• Repeatable, automated 
change 
• Social-IT for enterprise 
collaboration 
• Dynamic infrastructure, 
shared everything 
• Designed to operate 
• Complex failure modes 
• Predictive 
• Multi-disciplinary and 
guided forensics 
• Automated triage (“flight 
data recorders”) 
• Expected, continual and 
automated 
• CAB controls change to 
automation and 
regression tests 
• Dev/Ops collaboration 
Local, procedural 
Virtual, dynamic 
Common 
Next wave
Detect to Correct to Portfolio? 
Designed to help with investing in the right services 
Efficiency 
End-to-end visibility to 
quickly identify and 
resolve 
Collaboration 
Common language with 
consistent data and 
shared configuration 
Traceability 
Across event, incident, 
change and resolution 
Cost 
Reduce tickets, war 
rooms and duplicate work 
Risk 
Defined business impact 
and reduced clannish 
knowledge 
Improvement 
Shorter mean time to 
repair and more uptime
Proving value KPIs 
Using Detect to Correct to quantify the value of IT operations improvements 
Decrease mean time 
to repair 
Velocity 
% of automated event 
& incident resolutions 
Costs 
Increase in problems 
identified & solved 
Root cause 
% of events and 
incidents escalated 
Effort 
% of change related 
outages 
Teamwork 
Satisfaction % of first call resolution
Exploring Detect to Correct 
Detect Diagnose Change Resolve 
• See events, alarms 
and metrics across 
the entire 
infrastructure 
• Understand user 
issues 
• Trace the 
relationship 
between events 
• Enrichment 
• Root cause 
• Severity and 
business impact 
• Defined escalation 
path 
• Auto-fixed common 
issues 
• Define change 
request 
• Perform problem 
and risk analysis 
• Approve 
• Implement change 
• Leverage runbooks 
• Verify recovery 
• Close records
Detect to Correct – major components 
Detect Diagnose Change Resolve 
Service 
Monitoring 
Event Incident Remediation 
Configuration
Problem Incident 
Event 
Service 
Monitoring 
V.1.2, Mar 20th 2014 
This work is based upon material 
developed and publ ished by t he 
IT4IT Consort ium 
Reference Architecture 
Enterprise 
Architecture 
Policy 
Proposal 
Demand 
Service 
Portfolio 
Fulfillment 
Execution 
Requirement Defect 
Defect 
Project Test 
Service Build 
Development 
Release 
Design 
Service Design 
Change 
Control 
CMDB 
Diagnostics & 
Remediation 
Knowledge & 
Collaboration 
Chargeback / 
Showback 
Usage 
Request 
Rationalization 
Shop / Buy / Pay / Manage 
Catalog 
Aggregation 
& Offer Mgmt. 
Catalog Composition 
& Design 
Service 
Architecture 
Policy Requirement 
IT Contract IT Project 
Demand Source 
Conceptual 
Service 
Blueprint 
Conceptual 
Service 
Service 
Design 
Package 
Logical 
Service 
Blueprint 
Test Case 
Offer 
Shopping 
Cart 
Release 
Package 
Service 
Release 
Service 
Release 
Blueprint 
Build 
Service 
Catalog 
Entry 
Desired 
Service 
Model 
Usage 
Record 
Fulfillment 
Request 
Subscription 
Chargeback 
Contract 
Request 
Problem/ 
Known Error 
Knowledge 
Item 
Incident 
Event 
Service 
Monitor 
Run Book 
RFC 
Actual 
Service CIs 
Strategy to Portfolio 
Functional 
component 
Artifact 
Entity 
relationship 
Service 
model 
Requirement to Deploy Request to Fulfill Detect to Correct
Detect to Correct functional model 
Self Service 
Support 
Defect 
Defect 
Requirement 
to Deploy 
Demand 
Strategy to 
Portfolio 
Demand 
Event 
Event Incident 
Event Incident 
1:n n:m 
Actual Service CIs 
RFC 
Service 
Monitor 
1:n 
n:m 
Problem, 
Known Error 
n:m 
n:m 
n:m 
RFC 
RFC 
Problem RFC 
Incident 
Request to Fulfill 
Fulfillment Execution 
Demand 
n:m 
Usage 
1:n 
Run book 
Run book 
Runbook 
n:m 
Service Discovery 
CI 
Defect 
Knowledge & Collaboration 
Knowledge 
Item 
n:m 
1:n 
1:n 
Request to Fulfill 
Service 
Monitor 
n:m 
Conversation 
Knowledge Item 
Run book 
Interaction 
n:m 
1:1 
Desired 
Service 
Model 
1:1 
1:1 
Usage 
Request to Fulfill 
Defect 
1:1 
1:1 
Shop/Buy/Pay/ 
Manage 
Request to Fulfill 
Status 
Service 
Monitoring 
Incident Problem Change Control 
Diagnostics & 
CMDB Remediation 
RFC 
This work is based upon material 
developed and published by t he 
IT4IT Consort ium 
Functional Component - Key 
Functional Component - Auxiliary 
Service Model 
Data Artifact – Key 
Data Artifact – Auxiliary 
Entity relationship 
Record fabric Integration 
Engagement dataflow 
Current practice 
1:n 
Request to Fulfill 
Actual 
Service 
Fulfillment CIs 
Request 
V.1.2, Mar 20th 2014
Agile Enablement Workstream 
IT4IT Consortium 
Initial charter, scope, and direction 
Draft 0.3 7/21/2014
Mission 
• Chartered at Spring 2014 meeting (Amsterdam) 
• Scope 
– Develop patterns, scenarios and perspectives demonstrating utility of 
IT4IT Reference Architecture for Lean and Agile delivery, including 
DevOps 
– Identify specific changes to the IT4IT Reference Architecture as 
needed to better support Agile delivery 
– Contribute to positioning IT4IT specifically with reference to SAFe, also 
Kanban, Scrum, and other Agile methods.
About Enterprise Architecture 
and Agile 
• Some suspicion which may reflect on IT4IT 
– EA perceived as “ivory tower bureaucracy” 
– Frameworks such as ITIL, COBIT, CMMI perceived 
as non value add 
– Inherent difficulties in representing iteration in a 
framework 
• Consider: 
– EA as Orienting phase of OODA 
– “Picture worth a thousand words” – visual syntax 
is important 
– Recommended: “The Elephants in the Agile 
Room” by Kruchten 
http://philippe.kruchten.com/2011/02/13/the-elephants-in-the- 
agile-room/ 
We don’t need a 
framework. Looks 
pretty waterfall.
Positioning 
• IT4IT is not a methodology. 
• It is closer to design patterns. 
• It is a “framework” and 
“prescriptive” in the sense of it 
being a reference model 
• There is validity to the Agile 
concern that “process can be 
nothing more than organizational 
scar tissue.” 
– But process is not ONLY that.
Lean & Agile ecosystem 
56 
Agile: IT applications of Lean 
XP Scrum 
Continuous 
Integration Infrastructure as Code 
Lean Philosophy 
Lean Product 
Management 
DevOps/Continuous Delivery 
Agile development 
practices 
Agile operations practices 
Kanban 
Deployment 
Automation
DEVOPS TOOLCHAIN
Agile principles 
58 
• Correctly apply economics 
• Avoid waste 
• Maximize information 
• Manage for flow under uncertainty 
• Build effective culture 
• Build effective software pipeline
Agile objectives for IT4IT 
• Centrality of version control for both text and binary artifacts 
• Automation of build, test, and deployment processes 
• Support forward transparency & shared visual mental models 
• Support limited Work in Progress; understand and manage all queues 
• Show patterns for fast feedback 
– Event – Incident – Defect – Story - Change 
– Automated rollback 
• Identify the industry consensus end to end components across core Dev 
and Ops
Continuous Integration 
60 
application Scenario 1 
Fulfillment Execution Component 
Build Management Component 
Service Development Component (Source 
Control) 
Release Design Component 
Dependency Management 
Test Management Component 
Track tests 
Static Analysis 
Execute tests 
Artifact storage & 
retrieval 
Build package 
Artifact storage & retrieval 
Artifact reconciliation 
Stores package 
Defect Management Component 
Prioritization 
Tracking
Continuous Deployment 
61 
application Scenario 2 
Fulfillment Execution Component 
Release Design Component 
Artifact storage & 
retrieval 
Deployment Management 
Systems 
Install/configure 
Report configuration 
Report drift 
CMDB Component 
Target System 
Change Control Component 
Prioritization 
Tracking 
Risk Management 
Actual 
package
System testing 
62 
application Scenario 3 
Fulfillment Execution Component 
Deployment Management 
Systems 
Install/configure 
Report configuration 
Report drift 
Test Management Component 
Track tests 
Execute tests 
Target System 
Defect Management 
Component 
Prioritization 
Tracking
Continuous deployment w/rollback 
63 
application Scenario 4 
Fulfillment Execution Component 
Deployment Management 
Systems 
Change Incident Management Control Component 
Business rule 
management Prioritization 
Target System 
Component 
Event Management 
Component 
Aggregation 
Tracking 
Platform Specific 
Svcs 
Service Monitoring 
Component 
CMDB Component 
Dependency graph 
Rollback 
authorized 
Rollback 
invoked 
Event 
Rollback 
requested 
Rollback 
executed 
Condition 
Alert
KANBAN & QUEUING
WHAT is Kanban? 
• In manufacturing, a visible 
signal (e.g. return of an 
empty parts bin) that a 
work area needs to pull 
more work. 
• In IT services development 
and operations, an 
adaptable, shared visual 
model that makes demand 
and supply explicit
The challenge 
• A given team’s Kanban board 
may encompass Requirements, 
Changes, Service Requests, 
Work Orders, and even 
Incidents and Problems. 
Incident 
SR 
TODO DOING DONE 
Change 
Release 
Issue 
Work Order
Kanban impact on IT4IT 
• We should be able to have 
unified demand visibility across 
all queues 
• Understanding and managing 
all “backlog” holistically
Enterprise 
Architecture 
Policy 
Proposal 
Demand 
Service 
Portfolio 
ITIL and Queues in IT4IT 
Fulfillment 
Execution 
Requirement Defect 
Defect 
Project Test 
Service Build 
Development 
Release 
Design 
Service Design 
Problem Incident 
ITIL 
Q 
Q 
Change 
Control 
Event 
Service 
Monitoring 
CMDB 
Diagnostics & 
Remediation 
Knowledge & 
Collaboration 
Chargeback / 
Showback 
Usage 
Request 
Rationalization 
Shop / Buy / Pay / Manage 
Catalog 
Aggregation 
& Offer Mgmt. 
Catalog Composition 
& Design 
Service 
Architecture 
Policy Requirement 
IT Contract IT Project 
Demand Source 
Conceptual 
Service 
Blueprint 
Conceptual 
Service 
Service 
Design 
Package 
Logical 
Service 
Blueprint 
Test Case 
Offer 
Shopping 
Cart 
Release 
Package 
Service 
Release 
Service 
Release 
Blueprint 
Build 
Service 
Catalog 
Entry 
Desired 
Service 
Model 
Usage 
Record 
Fulfillment 
Request 
Subscription 
Chargeback 
Contract 
Request 
Problem / 
Known Error 
Knowledge 
Item 
Incident 
Event 
Service 
Monitor 
Run Book 
RFC 
Q ITIL 
Actual 
Service CIs 
Functional Component and Datamodel underpinning ITIL and Queues 
Strategy to 
Portfolio 
Requirement to Deploy Request to Fulfill Detect to Correct 
ITIL 
Q 
ITIL 
Q 
ITIL 
Q 
ITIL 
Q 
Q 
Q 
Q 
Q 
Q
How do I get involved? 
• Open Group is a consortium model 
• Your company needs to join the Open Group 
and in particular the IT4IT Forum for full 
participation in content development 
• There is a LinkedIn group where questions 
are discussed with the community and 
suggestions can be raised 
• This is the same as the Archimate and 
TOGAF models 
69
Benefits to standards participation 
• It’s not just for product companies 
• The knowledge sharing that comes is 
beneficial for practitioners 
– Meet peers struggling with the same issues 
• Consider it as a form of staff development 
– Intense, challenging, collaborative work 
– Great for senior people bored with conferences 
& classroom training 
• Cost (including membership) is comparable 
or cheaper than traditional training and 
conferences 
70
Questions/discussion 
71

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IT4IT Overview (A new standard for IT management)

  • 2. Speaker bio • Charlie Betz is Director of Strategy and Innovation (aka Chief Architect) for a major US telecom and ecommerce hosting provider, currently assigned to large enterprises in the retail and healthcare sectors. • Representative to the IT4IT Strategy Board, a new Open Group standard for the “business of IT” • Previously he was Research Director for IT Portfolio Managmeent at Enterprise Management Associates. He spent 6 years at Wells Fargo as VP and Enterprise Architect for IT Portfolio Management and Systems Management. He has held architect and application manager positions for Best Buy, Target, and Accenture, specializing in IT management. • He is sole author of Architecture and Patterns for IT and co-author of several works with Lean collaborators and for ISACA’s COBIT. • Charlie lives in Minneapolis, Minnesota with his wife Sue and son Keane.
  • 3. What we will cover • Overview and positioning of IT4IT • IT4IT governance • IT4IT content • IT4IT Agile workstream • Getting involved 3
  • 4. IT4IT overview • Industry standard for the “business of IT” launching this October at Open Group conference in London • Started out of discussions between Shell, HP and other customers • Intended to be more prescriptive and architectural than ITIL or COBIT • Emphasis on end to end IT value streams and conceptual data model • Similar in scope and intent to reference architectures such as eTOM and ARTS 4
  • 5. Solving problems that every enterprise has Building a reference architecture that allows IT to be a business innovation center Policy Management Plan Build Deliver Run Why create a customer consortium • History of every new initiative reinventing IT foundations • Issues are industry independent What and next steps • End-to-end business service lifecycle for existing/future paradigms • Open standardization process How • With broad integrated processes to deliver higher value than silos • Support for industry process models like ITIL and COBIT Service Portfolio Management Conceptual Service Conceptual Blueprint Policy Requirement Management Requirement Defect Management Defect Problem Management Problem Incident Management Incident Proposal Management (Investment) IT Cont ract Project Delivery Management IT Project Test Management Test Case Catalog Management Of fer Service Catalog Ent ry Subscription Management Subscription Billing & Chargeback Chargeback Record Diagnostics & Remediation Runbook Event Management Event Business Architecture Management Business Architecture Demand Management Demand Service Development Management Source Build Management Deployment Package Request & Routing Management Fulfillment Request Usage Management Usage Record Service Monitoring Service Monitor IT Architecture Management IT Architecture Service Design Management Design Package Logical Service Blueprint Change Management RFC Configurat ion Management Actual Service CIs Release Management Release Package Service Release Deployment Management Service Release Blueprint Desired Service CIs
  • 6. Leveraging business value chain success in IT Designed by customers like you over the last 2 years using real world use cases Based on Porter’s value chain and lean manufacturing value streams concepts Efficiency & Finance & assets Agility Sourcing & vendor Intelligence & reporting Resource & project Governance, risk and compliance IT Value Chain Plan Build Deliver Run Reference Architecture
  • 7. Realizing a service-centric style of IT IT Value Chain integration prescription delivers end-to-end traceability Service lifecycle – on a repeatable, predictable, coherent and future safe reference architecture Pol icy Management Service Portfolio Management Conceptual Service Conceptual Blueprint Policy Requirement Management Requirement Defect Management Defect Problem Management Problem Incident Management Incident Proposal Management (Investment) IT Cont ract Project Delivery Management IT Project Test Management Test Case Catalog Management Of fer Service Catalog Ent ry Subscription Management Subscription Bill ing & Chargeback Chargeback Record Diagnostics & Remediation Runbook Event Management Event Business Architecture Management Business Architecture Demand Management Demand Service Development Management Source Build Management Deployment Package Request & Routing Management Fulfillment Request Usage Management Usage Record Service Monitoring Service Monitor IT Architecture Management IT Architecture Service Design Management Design Package Logical Service Blueprint Change Management RFC Configurat ion Management Actual Service CIs Release Management Release Package Service Release Deployment Management Service Release Blueprint Desired Service CIs Strategy to Portfolio • Plan • Demand • Policy • Selection Requirement to Deploy • Build • Develop • Test • Release Request to Fulfill • Deliver • Publish • Subscribe • Fulfill Detect to Correct • Run • Monitor • Diagnose • Change
  • 8. Enterprise Architecture Policy Proposal Demand Service Portfolio IT4IT Reference Architecture v1.2 Fulfillment Execution Requirement Defect Defect Project Test Service Build Development Release Design Service Design Problem Incident Change Control Event Service Monitoring CMDB Diagnostics & Remediation Knowledge & Collaboration Chargeback / Showback Usage Request Rationalization Shop / Buy / Pay / Manage Catalog Aggregation & Offer Mgmt. Catalog Composition & Design Service Architecture Policy Requirement IT Contract IT Project Demand Source Conceptual Service Blueprint Conceptual Service Service Design Package Logical Service Blueprint Test Case Offer Shopping Cart Release Package Service Release Service Release Blueprint Build Service Catalog Entry Desired Service Model Usage Record Fulfillment Request Subscription Chargeback Contract Request Problem / Known Error Knowledge Item Incident Event Service Monitor Run Book RFC Actual Service CIs Key Functional Components and underpinning Key Artifacts Strategy to Portfolio Requirement to Deploy Request to Fulfill Detect to Correct
  • 9. IT4IT Core Metamodel Level 3: Vendor independent Architecture Value Stream * Functional Component Artifact 1 * 1..* SoR Integration FC Function Capability Discipline Scenario * * * * * * * * 1 * Relationship * 2 2 * Use cases identified and together with SoR Integrations drive identification of Service Endpoints / Essential services for IT Attributes needed for SoR integrations and Use cases are indentified The Class model is mapped to ArchiMate concepts and the IT4IT specification is capture in ArchiMate Attribute 1 * Essential Service 1..* 0..1 1 1 1..* * 1..* 1
  • 10. Class model for IT4IT Reference Architecture Level 3: ArchiMate Notation Guide L3 Element Representation Value Chain Value Stream Capability (Discipline) Functional Component [Business Function] Value Chain [BusinessFunction] Value Stream [Business Function] Capability Discipline [Appl ication Component] Functional Component L3 Element Representation Artifact Essential Service SoR Integration [Data Object] Artifact [Application Service] Essential Service [Application Interaction] SoR [Application Collaboration] SoR
  • 12. ITIL positioning in detail ITIL IT4IT Positioning Framework describing functions/capabilities/disciplines. Information model driven reference architecture, supportive of multiple process frameworks. Origins “Best” or “good” practice origins intended for broad audience of executives, managers, and individual contributors. Originated out of needs identified by enterprise architects and IT managers for clearer implementation and integration guidance Methodology Primarily unstructured narrative. “Process” (similar to what enterprise architects would term function) is the primary unit of analysis. Structured consistently with TOGAF and Archimate. Value stream, capability, data, system views. Orientation Oriented to practitioner education rather than solution Solution orientation Value approach Oriented to deep discussion of individual silo functions/processes. Beyond overall service lifecycle, does not emphasize longer lived value flows. Focused on the end to end flow of four high level IT value streams (Strategy to Portfolio, Requirement to Deploy, Request to Fulfill, Detect to Correct) across IT capabilities. Internal consistency Ambiguous and overlapping terminology in places Mutually exclusive and comprehensive, rigorously avoiding ambiguity and overlap in its architectural catalogs Level of detail Not sufficiently detailed to be of utility to planners and architects attempting to integrate IT management infrastructure. Precise representation of data and integration patterns in complex IT management domain Agile Implicit waterfall, top-down planning orientation. Explicit coverage of Agile and DevOps trends. Maintenance process Long term history of proprietary ownership. Multi-year revision cycle Open development process
  • 13. IT4IT Governance • First open reference model dedicated to the “business of IT” • Clear, community process for maintenance • Consortium model is the most proven model for sustaining this kind of architectural work with accountability • IT4IT will follow Open Group’s mature standards development practices
  • 14. IT4IT Consortium members (Sep 2014) • HP • AT&T • Shell • PwC • Univ. S. Florida • Accenture • Munich Re • Capgemini • BP • Logicalis • UMBRiO • Atos
  • 15. IT4IT Content Value Stream Context Overview Why it matters Deeper dive KPIs High level flow Components Reference Architecture Context Detailed Architecture
  • 16. Strategy to Portfolio value stream Sourcing & vendor Creates a blueprint for optimizing the way you manage your IT portfolio and investments to drive business innovation Efficiency & Finance & assets Agility Intelligence & reporting Resource & project Governance, risk and compliance IT Value Chain Plan Build Deliver Run Reference Architecture
  • 17. Strategy to Portfolio Strategy Service Portfolio Demand Selection Provides the strategy to use to balance and broker your portfolio Unified viewpoint across PMO, enterprise architecture & service portfolio Improves data quality for decision making KPIs and roadmaps to improve business communication
  • 18. How a user-centric world impacts IT planning Drive IT portfolio to business innovation Strategy Service Portfolio Demand Selection • Bottom-up tactical monitoring • Manual data collection and correlation • Support / enhance core business process • Resource capacity – big teams, inflexible skills • 2 year planning windows, quarterly reviews • Cost reduction and reliability • 70:30 KTLO to innovation • Apps focus: business process efficiency • Ops focus: stability, “change is evil” • Top-down goals • KPI monitored via aggregated measures • Real-time, automated, integrated • New user end points and edges of process • Agile teams, multi-sourced, flexible skills • 4 quarterly rolling planning/ bi-weekly CEO review • Business innovation and reliability become table stakes • 20:80 KTLO to innovation • Sourcing/brokering • Risk and security • Customer impact (loyalty, revenue) Planned economy Market economy Common Next wave
  • 19. Why Strategy to Portfolio? Designed to help with investing in the right services Holistic demand Across PMO, enterprise architecture, service portfolio and business Business priorities Decisions are based on business needs Data consistency Reliability and trust based on consistent data across services Financial visibility Information on investment activity and value realization Traceability Link from business request to what was delivered Communication With business stakeholders through service roadmaps
  • 20. Proving value KPIs Using Strategy to Portfolio to quantify the value of portfolio planning % of new investment vs maintenance Innovation Capital % CapEx vs OpEx Costs % planned vs actual Demand By source and type % satisfied customers per service Usage Deficiencies in security policies and standards Compliance
  • 21. Exploring Strategy to Portfolio Strategy Service Portfolio Demand Selection • Define objectives • Align business and IT roadmaps • Set up standards and policies • Enterprise architecture • Service portfolio rationalization • Create service blueprint and roadmap • Consolidate demand • Analyze priority, urgency, and impact • Create new or tag existing demand • Business value, risk, costs, benefits & resources • What-if-analysis • Ensure governance
  • 22. Strategy to Portfolio – major components Strategy Service Portfolio Demand Selection Enterprise Architecture Service Portfolio Demand Proposal
  • 23. Problem Incident Event Service Monitoring V.1.2, Mar 20th 2014 This work is based upon material developed and publ ished by t he IT4IT Consort ium Reference Architecture Enterprise Architecture Policy Proposal Demand Service Portfolio Fulfillment Execution Requirement Defect Defect Project Test Service Build Development Release Design Service Design Change Control CMDB Diagnostics & Remediation Knowledge & Collaboration Chargeback / Showback Usage Request Rationalization Shop / Buy / Pay / Manage Catalog Aggregation & Offer Mgmt. Catalog Composition & Design Service Architecture Policy Requirement IT Contract IT Project Demand Source Conceptual Service Blueprint Conceptual Service Service Design Package Logical Service Blueprint Test Case Offer Shopping Cart Release Package Service Release Service Release Blueprint Build Service Catalog Entry Desired Service Model Usage Record Fulfillment Request Subscription Chargeback Contract Request Problem/ Known Error Knowledge Item Incident Event Service Monitor Run Book RFC Actual Service CIs Strategy to Portfolio Functional component Artifact Entity relationship Service model Requirement to Deploy Request to Fulfill Detect to Correct
  • 24. Strategy to Portfolio functional model Requirement to Deploy Requirement Requirement to Deploy Conceptual Service Blueprint 1:n n:1 Service Portfolio Demand Demand (rationalized) Competency (availability) Budget (estimate) Assets (availability) Policy Demand Policy Requirement 1:n Service Blueprint Demand Conceptual Service n:m Project IT Project IT Contract 1:n IT Contract Service Design Logical Service 1:n Blueprint n:1 Roadmap Demand n:m 1:1 Enterprise Architecture Business Process Demand 1:n Policy Proposal V.1.2, Mar 20th 2014 This work is based upon material developed and published by t he IT4IT Consort ium Functional Component - Key Functional Component - Auxiliary Service Model Data Artifact – Key Data Artifact – Auxiliary Entity relationship Record fabric Integration Engagement dataflow Current practice Requirement to Deploy Asset Management Business Strategy IT Financial Management Labor Management Problem Problem, Known Error Detect to Correct Service Architecture n:m
  • 25. Requirement to Deploy value stream Sourcing & vendor Define, build, test, and deploy the right service, at the right time, at the right cost Efficiency & Finance & assets Agility Intelligence & reporting Resource & project Governance, risk and compliance IT Value Chain Plan Build Deliver Run Reference Architecture
  • 26. Requirement to Deploy Plan & design Develop Test Deploy Framework for creating, modifying or sourcing a service Supports agile and traditional development methodologies Visibility to the quality, utility, schedule, and cost of the services you deliver Defines continuous integration and continuous deployment control points
  • 27. How a user-centric world impacts building services Build what the business wants, when it wants it Plan & design Develop Test Deploy • Manual deployment • Wastage of assets: performance scripts, known bugs, etc. • Manual configurations and stubs • Driven top-down • Everyone in one building • Exhaustive definition • Abstract • Contractual • Test only; code=black box • Lead time for environments • Treated as ‘last mile’ • Automated deployment • Asset reuse between Apps and Ops • Composite and virtualized • Automatic connections • Empowered, entrepreneurial and distributed • Just enough • Experiential • Story-based / interpretive • Insight into code changes • Auto deploys for dev/test • Continual testing 4 months 1 week Common Next wave
  • 28. Why Requirement to Deploy? Designed to help in building, sourcing and deploying quality services Reuse Reuse of services and requirements becomes the norm Time to market Faster time to market for service realization Supplier Info Increased traceability and benchmarking of internal and external suppliers Financial visibility Improved inputs to IT Financial Management on full service cost Predictable Control point facts about quality, utility, security and cost Policy compliance Across security, risk, enterprise architecture & finance
  • 29. Proving value KPIs Using Requirement to Deploy to measure investment effectiveness % of requirements – dev, test, deploy Requirements % of automated build, tests, deploy Automation % of project tasks or cycles on time On time % of detected vs closed at release Defects % of successful deployments Deploy Change % of emergency changes
  • 30. Exploring Requirement to Deploy Plan & design Develop Test Deploy • IT Project plan • Logical service model • Requirements • Functional & technical • Standards & policies • Development: Agile, iterative, waterfall … • Source & set up dev environment • Version control • Developer testing • Functional: desktop, web, mobile • Performance: desktop, web, mobile • Security: static, dynamic • Release plan • Change and configuration process • Knowledge management • Application and security monitors
  • 31. Requirement to Deploy – major components Plan & design Develop Test Deploy Service Design Service Development Requirements Test Build Release Design Fulfillment
  • 32. Problem Incident Event Service Monitoring V.1.2, Mar 20th 2014 This work is based upon material developed and publ ished by t he IT4IT Consort ium Reference Architecture Enterprise Architecture Policy Proposal Demand Service Portfolio Fulfillment Execution Requirement Defect Defect Project Test Service Build Development Release Design Service Design Change Control CMDB Diagnostics & Remediation Knowledge & Collaboration Chargeback / Showback Usage Request Rationalization Shop / Buy / Pay / Manage Catalog Aggregation & Offer Mgmt. Catalog Composition & Design Service Architecture Policy Requirement IT Contract IT Project Demand Source Conceptual Service Blueprint Conceptual Service Service Design Package Logical Service Blueprint Test Case Offer Shopping Cart Release Package Service Release Service Release Blueprint Build Service Catalog Entry Desired Service Model Usage Record Fulfillment Request Subscription Chargeback Contract Request Problem/ Known Error Knowledge Item Incident Event Service Monitor Run Book RFC Actual Service CIs Strategy to Portfolio Functional component Artifact Entity relationship Service model Requirement to Deploy Request to Fulfill Detect to Correct
  • 33. Requirement to Deploy functional model Proposal Service Portfolio Conceptual Service Blueprint Policy Demand Service Development Build Problem Management Detect to Correct IT Project Demand Strategy to Portfolio 1:1 Requirement 1:n 1:n Source 1:n Defect 1:n RFC (Normal) Service Design Package 1:n Policy 1:n 1:n Service Catalog Entry Defect Defect 1:n n:m RFC n:m 1:n n:m Requirements Test Test Case Incident Management Detect to Correct Strategy to Portfolio Project Build Fulfillment Execution Change Control 1:n 1:n 1:n IT Contract 1:n 1:1 Logical Service Blueprint n:m Service Release Release Package Desired Service Model IT Contract Strategy to Portfolio Defect Problem, Known Error 1:1 n:1 1:n 1:n 1:1 Defect Incidnet IT Project Requirement Defect 1:1 Service Design Catalog Composition & Design Request to Fulfill V.1.2, Mar 20th 2014 This work is based upon material developed and publ ished by t he IT4IT Consort ium Functional Component - Key Functional Component - Auxiliary Service Model Data Artifact – Key Data Artifact – Auxiliary Entity relationship Record fabric Integration Engagement dataflow Current practice Request to Fulfill Fulfillment Request Release Package Fulfillment Request 1:n Release Design Service Release Blueprint Strategy to Portfolio Service Catalog Entry (Unbound) RFC 1:n
  • 34. Request to Fulfill value stream Efficiency Sourcing & vendor Transition to a service broker model using an offer catalog to manage subscriptions and route fulfillments & Finance & assets Agility Intelligence & reporting Resource & project Governance, risk and compliance IT Value Chain Plan Build Deliver Run Reference Architecture
  • 35. Request to Fulfill Publish Subscribe Fulfill Measure Helps your IT organization: • Transition to a service broker model • Present a single catalog with items from multiple supplier catalogs • Efficiently manage subscriptions and total cost of service • Manage and measure fulfillments across multiple suppliers
  • 36. How a user-centric world impacts delivering services Catalog, fulfill, and manage services and track their usage Define & publish Subscribe Fulfill Measure • Blanket allocations • Anecdotal service quality reports • Generic, email/forms-driven • Fragmented • Politicized (“who you know”) • Paper-based • Built to order • Multiple hand-offs • Stranded capacity, “naked” services not monitored in rollout or production • Pay per use • Continual user experience measurement and management • Automated and personalized • Aggregated (one-stop shop) • Automated • Configured to order • Automated workflow • Management by exception, instrumented from request to release • Optimized for consumption Bureaucratic Self-serve Common Next wave
  • 37. Why Request to Fulfill? Designed to help source and access quality services Consumption Consumers easily find and subscribe via self-service Single catalog Single offer catalog with multiple fulfillment providers Service broker Transition from request management to broker Efficiency Standard subscription process with policies and automation Traceability Across subscription, usage and chargeback Cost optimization Recover expired and unused subscriptions and licenses
  • 38. Proving value KPIs Use Request to Fulfill to quantify the value of self-service catalog subscriptions Subscriptions per period per service Deliver % self-service requests Costs % of orders fulfilled with automation Speed % of subscriptions active or expiring Broker % of successful deployments Usage % of subscriptions requiring an incident Satisfaction
  • 39. Exploring Request to Fulfill Publish Subscribe Fulfill Measure • Mash up catalog items from all fulfillment engines • Set pricing, options and SLA • Publish services • Portal engagement • Personalized experience • Self-service • Manage subscriptions • Route fulfillments • Automate deployment • Use internal and external providers • Integrate with change, asset & config systems • Service usage measurement • Chargeback / showback • Cost transparency • Surveys and ratings
  • 40. Request to Fulfill – major components Publish Subscribe Fulfill Measure Catalog Request Fulfillment Usage Chargeback / Showback Shop / Buy / Pay / Manage
  • 41. Problem Incident Event Service Monitoring V.1.2, Mar 20th 2014 This work is based upon material developed and publ ished by t he IT4IT Consort ium Reference Architecture Enterprise Architecture Policy Proposal Demand Service Portfolio Fulfillment Execution Requirement Defect Defect Project Test Service Build Development Release Design Service Design Change Control CMDB Diagnostics & Remediation Knowledge & Collaboration Chargeback / Showback Usage Request Rationalization Shop / Buy / Pay / Manage Catalog Aggregation & Offer Mgmt. Catalog Composition & Design Service Architecture Policy Requirement IT Contract IT Project Demand Source Conceptual Service Blueprint Conceptual Service Service Design Package Logical Service Blueprint Test Case Offer Shopping Cart Release Package Service Release Service Release Blueprint Build Service Catalog Entry Desired Service Model Usage Record Fulfillment Request Subscription Chargeback Contract Request Problem/ Known Error Knowledge Item Incident Event Service Monitor Run Book RFC Actual Service CIs Strategy to Portfolio Functional component Artifact Entity relationship Service model Requirement to Deploy Request to Fulfill Detect to Correct
  • 42. Request to Fulfill functional model Project This work is based upon material developed and published by t he IT4IT Consort ium Functional Component - Key Functional Component - Auxiliary Service Model Data Artifact – Key Data Artifact – Auxiliary Entity relationship Record fabric Integration Engagement dataflow Current practice Composite/Compound Request Rationalization CMDB Actual Service CIs Detect to Correct Release Design Service Catalog Entry (Bound) 1:n Service Release Blueprint Desired Service Model Chargeback / Showback Chargeback Contract Usage Usage Record Bill/Invoice n:m Service Catalog Entry (Unbound) Usage Subscription 1:n Request Offer Catalog n:m Offer User Profile n:m 1:1 Shopping Cart Chargeback Contract n:m 1:n Fulfillment Request 1:n Subscription Service Monitor Catalog Aggregation & Offer Mgmt. Request Conversation Knowledge Item Problem, Known Error n:m n:m Knowledge Item Knowledge & Collaboration Incident Status 1:n Service Catalog Entry Fulfillment Execution RFC 1:1 Detect to Correct Catalog Composition & Design Usage RFC Request Change Control Request IT Supplier (External to IT) 1:n Engagement Experience Portal 1:n 1:1 IT Financial Management Service Monitoring Fulfillment Engine & Deploy/ Provision Systems Detect to Correct Problem Incident Detect to Correct Detect to Correct Shop / Buy / Pay / Manage Self Service Support Requirement to Deploy n:m 1:n Request 1:m n:1 Release Package Actual Service 1:n CIs Release Package IT Asset Management Supportive Function IT Project Fulfillment Request Service Release 1:n 1:n 1:1 Requirement to Deploy Supportive Function Supportive Function Supportive Function V.1.2, Mar 20th 2014
  • 43. Detect to Correct value stream Sourcing & vendor Bringing together IT service operations to efficiently detect and correct issues before impacting users Efficiency & Finance & assets Agility Intelligence & reporting Resource & project Governance, risk and compliance IT Value Chain Plan Build Deliver Run Reference Architecture
  • 44. Detect to Correct Detect Diagnose Change Resolve Brings together IT service operations to enhance results and efficiency End-to-end visibility using a shared configuration model Identify issues before they affect users Reduce the mean time to repair
  • 45. How a user-centric world impacts resolving issues Anticipate and resolve service issues Detect Diagnose Change Resolve • Patch in prod • “Snowflake” systems (unique, fragile) • Tribal knowledge for resolution • Static infrastructure • 1:1 resource to service • Designed to test • Isolated impact • Reactive • Multi-sourcing “blind spots” • Triage and manual forensics • Feared • By-committee • CAB controls change • Dev/QA controls regression tests • Repeatable, automated change • Social-IT for enterprise collaboration • Dynamic infrastructure, shared everything • Designed to operate • Complex failure modes • Predictive • Multi-disciplinary and guided forensics • Automated triage (“flight data recorders”) • Expected, continual and automated • CAB controls change to automation and regression tests • Dev/Ops collaboration Local, procedural Virtual, dynamic Common Next wave
  • 46. Detect to Correct to Portfolio? Designed to help with investing in the right services Efficiency End-to-end visibility to quickly identify and resolve Collaboration Common language with consistent data and shared configuration Traceability Across event, incident, change and resolution Cost Reduce tickets, war rooms and duplicate work Risk Defined business impact and reduced clannish knowledge Improvement Shorter mean time to repair and more uptime
  • 47. Proving value KPIs Using Detect to Correct to quantify the value of IT operations improvements Decrease mean time to repair Velocity % of automated event & incident resolutions Costs Increase in problems identified & solved Root cause % of events and incidents escalated Effort % of change related outages Teamwork Satisfaction % of first call resolution
  • 48. Exploring Detect to Correct Detect Diagnose Change Resolve • See events, alarms and metrics across the entire infrastructure • Understand user issues • Trace the relationship between events • Enrichment • Root cause • Severity and business impact • Defined escalation path • Auto-fixed common issues • Define change request • Perform problem and risk analysis • Approve • Implement change • Leverage runbooks • Verify recovery • Close records
  • 49. Detect to Correct – major components Detect Diagnose Change Resolve Service Monitoring Event Incident Remediation Configuration
  • 50. Problem Incident Event Service Monitoring V.1.2, Mar 20th 2014 This work is based upon material developed and publ ished by t he IT4IT Consort ium Reference Architecture Enterprise Architecture Policy Proposal Demand Service Portfolio Fulfillment Execution Requirement Defect Defect Project Test Service Build Development Release Design Service Design Change Control CMDB Diagnostics & Remediation Knowledge & Collaboration Chargeback / Showback Usage Request Rationalization Shop / Buy / Pay / Manage Catalog Aggregation & Offer Mgmt. Catalog Composition & Design Service Architecture Policy Requirement IT Contract IT Project Demand Source Conceptual Service Blueprint Conceptual Service Service Design Package Logical Service Blueprint Test Case Offer Shopping Cart Release Package Service Release Service Release Blueprint Build Service Catalog Entry Desired Service Model Usage Record Fulfillment Request Subscription Chargeback Contract Request Problem/ Known Error Knowledge Item Incident Event Service Monitor Run Book RFC Actual Service CIs Strategy to Portfolio Functional component Artifact Entity relationship Service model Requirement to Deploy Request to Fulfill Detect to Correct
  • 51. Detect to Correct functional model Self Service Support Defect Defect Requirement to Deploy Demand Strategy to Portfolio Demand Event Event Incident Event Incident 1:n n:m Actual Service CIs RFC Service Monitor 1:n n:m Problem, Known Error n:m n:m n:m RFC RFC Problem RFC Incident Request to Fulfill Fulfillment Execution Demand n:m Usage 1:n Run book Run book Runbook n:m Service Discovery CI Defect Knowledge & Collaboration Knowledge Item n:m 1:n 1:n Request to Fulfill Service Monitor n:m Conversation Knowledge Item Run book Interaction n:m 1:1 Desired Service Model 1:1 1:1 Usage Request to Fulfill Defect 1:1 1:1 Shop/Buy/Pay/ Manage Request to Fulfill Status Service Monitoring Incident Problem Change Control Diagnostics & CMDB Remediation RFC This work is based upon material developed and published by t he IT4IT Consort ium Functional Component - Key Functional Component - Auxiliary Service Model Data Artifact – Key Data Artifact – Auxiliary Entity relationship Record fabric Integration Engagement dataflow Current practice 1:n Request to Fulfill Actual Service Fulfillment CIs Request V.1.2, Mar 20th 2014
  • 52. Agile Enablement Workstream IT4IT Consortium Initial charter, scope, and direction Draft 0.3 7/21/2014
  • 53. Mission • Chartered at Spring 2014 meeting (Amsterdam) • Scope – Develop patterns, scenarios and perspectives demonstrating utility of IT4IT Reference Architecture for Lean and Agile delivery, including DevOps – Identify specific changes to the IT4IT Reference Architecture as needed to better support Agile delivery – Contribute to positioning IT4IT specifically with reference to SAFe, also Kanban, Scrum, and other Agile methods.
  • 54. About Enterprise Architecture and Agile • Some suspicion which may reflect on IT4IT – EA perceived as “ivory tower bureaucracy” – Frameworks such as ITIL, COBIT, CMMI perceived as non value add – Inherent difficulties in representing iteration in a framework • Consider: – EA as Orienting phase of OODA – “Picture worth a thousand words” – visual syntax is important – Recommended: “The Elephants in the Agile Room” by Kruchten http://philippe.kruchten.com/2011/02/13/the-elephants-in-the- agile-room/ We don’t need a framework. Looks pretty waterfall.
  • 55. Positioning • IT4IT is not a methodology. • It is closer to design patterns. • It is a “framework” and “prescriptive” in the sense of it being a reference model • There is validity to the Agile concern that “process can be nothing more than organizational scar tissue.” – But process is not ONLY that.
  • 56. Lean & Agile ecosystem 56 Agile: IT applications of Lean XP Scrum Continuous Integration Infrastructure as Code Lean Philosophy Lean Product Management DevOps/Continuous Delivery Agile development practices Agile operations practices Kanban Deployment Automation
  • 58. Agile principles 58 • Correctly apply economics • Avoid waste • Maximize information • Manage for flow under uncertainty • Build effective culture • Build effective software pipeline
  • 59. Agile objectives for IT4IT • Centrality of version control for both text and binary artifacts • Automation of build, test, and deployment processes • Support forward transparency & shared visual mental models • Support limited Work in Progress; understand and manage all queues • Show patterns for fast feedback – Event – Incident – Defect – Story - Change – Automated rollback • Identify the industry consensus end to end components across core Dev and Ops
  • 60. Continuous Integration 60 application Scenario 1 Fulfillment Execution Component Build Management Component Service Development Component (Source Control) Release Design Component Dependency Management Test Management Component Track tests Static Analysis Execute tests Artifact storage & retrieval Build package Artifact storage & retrieval Artifact reconciliation Stores package Defect Management Component Prioritization Tracking
  • 61. Continuous Deployment 61 application Scenario 2 Fulfillment Execution Component Release Design Component Artifact storage & retrieval Deployment Management Systems Install/configure Report configuration Report drift CMDB Component Target System Change Control Component Prioritization Tracking Risk Management Actual package
  • 62. System testing 62 application Scenario 3 Fulfillment Execution Component Deployment Management Systems Install/configure Report configuration Report drift Test Management Component Track tests Execute tests Target System Defect Management Component Prioritization Tracking
  • 63. Continuous deployment w/rollback 63 application Scenario 4 Fulfillment Execution Component Deployment Management Systems Change Incident Management Control Component Business rule management Prioritization Target System Component Event Management Component Aggregation Tracking Platform Specific Svcs Service Monitoring Component CMDB Component Dependency graph Rollback authorized Rollback invoked Event Rollback requested Rollback executed Condition Alert
  • 65. WHAT is Kanban? • In manufacturing, a visible signal (e.g. return of an empty parts bin) that a work area needs to pull more work. • In IT services development and operations, an adaptable, shared visual model that makes demand and supply explicit
  • 66. The challenge • A given team’s Kanban board may encompass Requirements, Changes, Service Requests, Work Orders, and even Incidents and Problems. Incident SR TODO DOING DONE Change Release Issue Work Order
  • 67. Kanban impact on IT4IT • We should be able to have unified demand visibility across all queues • Understanding and managing all “backlog” holistically
  • 68. Enterprise Architecture Policy Proposal Demand Service Portfolio ITIL and Queues in IT4IT Fulfillment Execution Requirement Defect Defect Project Test Service Build Development Release Design Service Design Problem Incident ITIL Q Q Change Control Event Service Monitoring CMDB Diagnostics & Remediation Knowledge & Collaboration Chargeback / Showback Usage Request Rationalization Shop / Buy / Pay / Manage Catalog Aggregation & Offer Mgmt. Catalog Composition & Design Service Architecture Policy Requirement IT Contract IT Project Demand Source Conceptual Service Blueprint Conceptual Service Service Design Package Logical Service Blueprint Test Case Offer Shopping Cart Release Package Service Release Service Release Blueprint Build Service Catalog Entry Desired Service Model Usage Record Fulfillment Request Subscription Chargeback Contract Request Problem / Known Error Knowledge Item Incident Event Service Monitor Run Book RFC Q ITIL Actual Service CIs Functional Component and Datamodel underpinning ITIL and Queues Strategy to Portfolio Requirement to Deploy Request to Fulfill Detect to Correct ITIL Q ITIL Q ITIL Q ITIL Q Q Q Q Q Q
  • 69. How do I get involved? • Open Group is a consortium model • Your company needs to join the Open Group and in particular the IT4IT Forum for full participation in content development • There is a LinkedIn group where questions are discussed with the community and suggestions can be raised • This is the same as the Archimate and TOGAF models 69
  • 70. Benefits to standards participation • It’s not just for product companies • The knowledge sharing that comes is beneficial for practitioners – Meet peers struggling with the same issues • Consider it as a form of staff development – Intense, challenging, collaborative work – Great for senior people bored with conferences & classroom training • Cost (including membership) is comparable or cheaper than traditional training and conferences 70