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The Convergence of IT Service
Management and Technical Architecture
Bill Butcher
Integrate 2010
June 24, 2010
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Where Does Technical Architecture fit with IT Service Management?
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Configuration
Management
Gartner
Methodology
IT Service
Management
Technical
Architecture
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Configuration
Management
Gartner
Methodology
IT Service
Management
Technical
Architecture
Decomposition
Exercise
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Decomposition Exercise •Critical technical services defined
•Services defined using a CMDB diagram and service template
•Services broken down to other services and configuration Items
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Citrix® is a registered trademark of Citrix Systems
Apache™ is a trademark of the Apache Software Foundation for their open source software
Loftware® is a registered trademark of the Loftware Corporation for the Loftware print server
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Citrix® is a registered trademark of Citrix Systems
Apache™ is a trademark of the Apache Software Foundation for their open source software
Loftware® is a registered trademark of the Loftware Corporation for the Loftware print server
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Baseline Tactical Strategic
Retirement Mainstream
Containment Targets Emerging
Current 6-12 Months 1-5 Years
Loftware® Client
Issues and Implications 1. Loftware® client is only for label design and is required on the print server 2. No value in upgrading to 9.5 now during P1 go-lives and Bar One replacements
Last Update on: Jan 22, 2009 Last Update by: MLHE
Ver. 9.1.2.3 Ver. 9.1.2.3 Ver. 9.5
None at this time
Ver. 8.4.2.21 SP3
Unknown
Ver. 9.1.2.3
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Conclusions of the Decomposition Exercise •Technical Architecture and ITSM teams can benefit from working together
•Manual decompositions are laborious and become dated quickly
•Need an automated tool like HP’s Discovery and Dependency Mapping or
Microsoft System Center
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Technical Change Advisory Board (TCAB) •Meets weekly to review new projects for compliance to technical standards
•Project managers may be asked to attend for initiatives being monitored
•Problem manager attends and presents new and existing problems and contributing
incidents
•Problems are discussed and prioritized for resolution or workaround
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Strategy
Design
Transition
Operation
Continual Improvement
ITSM Lifecycle of Services
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The Process Participants
Business Partner or Business Process Owner
Information Solutions Partner
Service Owner
Service Level Manager
Architecture and Technology Team (Hardware/Application/Security Experts)
Technical Standards Team
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Business Partner or Business Process Owner
Business Process Owner (BPO) Optimizes business processes to support achievement of corporate and business
segment objectives
• Defines standard work methods ensuring business processes perform to best in
class
• Governance of processes to optimally “Run the Business”
• Lead process change and integration by providing leadership, discipline,
education and direction for business process improvements
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Information Solutions Partner
Information Solutions Partner (ISP) •Helps to manage the IS relationship with the businesses
we serve
•Aligns IS Initiatives with business plans via the BPO
•Works with IS resource managers to manage the work
portfolio and necessary support
•Collaborate on a common vision, strategy and work
standards
Service Level Manager Monitors and reports service levels
Service Level Manager (SLM) • Responsible for monitoring established services compliance with level
agreements
• Reports performance to the Service Owner and IS Partner
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Business Partner or Business Process Owner
Communications/collaboration to
understand business speak and
requirements. Service Level reports.
Information Solutions Partner
Service Level Manager
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Service Owner (SO) •Manages the services that ultimately support business processes
•Understands the service end-to-end
•Draws on a large number of experts that provide a full understanding of the
current service and how it may evolve in 1,3, 5 years.
Service Owner Owner of the service and technology platform. Manages the lifecycle.
Understands the functionality : what’s emerging, what’s being replaced
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Business Partner or Business Process Owner
Communications/collaboration to
understand business speak and
requirements. Service Level reports.
Translation and selection of
appropriate IT service
Service Owner Owner of the service and technology platform. Manages the lifecycle.
Understands the functionality: what’s emerging, what’s being replaced
Information Solutions Partner
Service Level Manager
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Hardware
Experts
Application/
Software Experts
Security
Experts
Infrastructure Apps Info Security Architecture
Team
Technology
Consultants
Architecture and Technology Team • Responsible for the Technical Architecture associated with services
• Governance via Technical Change Advisory Board (TCAB)
• Consists of a team of experts that serve as consultants to the process
• Sub-teams that are assigned to tactical and strategic initiatives
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Business Partner or Business Process Owner
Communications/collaboration to
understand business speak and
requirements. Service Specifications
and Level reports.
Translation and selection of
appropriate IT service
Service Owner Owner of the service and technology platform. Manages the lifecycle.
Understands the functionality:, what’s emerging, what’s being replaced
Hardware
Experts
Application/
Software Experts
Service SO has access to broad resources
to manage and govern the service
Security
Experts
Infrastructure Apps Info Security Architecture
Team
Technology
Consultants
Information Solutions Partner
Service Level Manager
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Business Partner or Business Process Owner
Communications/collaboration to
understand business speak and
requirements. Service Specifications
and Level reports.
Translation and selection of
appropriate IT service
Service Owner Owner of the service and technology platform. Manages the lifecycle.
Understands the functionality:, what’s emerging, what’s being replaced
Hardware
Experts
Application/
Software Experts
Service Level
Agreement
SO has access to broad resources
to manage and govern the service
Services and The Architecture Team
Security
Experts
Infrastructure Apps Info Security
Metrics
Architecture
Team
Technology
Consultants
Information Solutions Partner
Service Level Manager
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Technical Standards Team
•Develop consistency and repeatability in assembling standard technical solutions
•Develop technology rules for use
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Patterns and
Standards
Services and The Architecture Team
Technical Standards Sub-Team
Hardware
Experts
Application/
Software Experts
Security
Experts
Infrastructure Apps Architecture
Team
Technology
Consultants
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Key Elements for Success •Support from senior management
•Employ a steering committee
a. Sr. IS Partner
b. Directors (Applications, Infrastructure, Security, Strategy)
c. Regional Sr. Manager
•Elevate unresolved issues on goal setting and responsibilities
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Summary and Conclusions •Technical Architecture and IT Service Management have similar objectives.
•Conflict can result if the overlapping processes are not coordinated.
•Productivity and awareness result when there is a working relationship.