request to fulfill presentation (it4it)
TRANSCRIPT
Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
The IT4IT Request to Fulfill Value Stream
Deep Dive Presentation
By Rob Akershoek
January 26, 2016
Copyright © The Open Group 2016
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Request to Fulfill (R2F) Value Stream
Deep dive
Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
Agenda
» Introduction to the IT Value Chain
» IT Service Model (as the DNA of the IT organization)
» Introduction to the Request to Fulfill value stream
» Use cases / scenarios (illustrating the scope and coverage)
» Key trends and challenges
» Detailed breakdown of Request to Fulfill functional components
» Mapping to best practices and standards (ITIL)
» Key metrics / KPIs
» Benefits summary
3
Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
Service Inbound logistics
Operations
Outbound logistics
Marketing & sales
Build IT Deliver IT Run IT Plan IT
Stra
tegy
Req
uir
emen
ts
IT s
ervi
ces
Use
IT for the IT function ( IT for running the business of IT)
IT Value Chain
Business Value Chain
Sup
po
rt
Dem
and
Req
ues
t
Inci
den
t
Ch
arge
Business
Enterprise Architect Service
Portfolio Managers
IT Developers
Testers Service catalogue manager
IT Operations & Support Staff
Business users
Project Managers
IT has its own value chain…
IT to run the business
Business Analyst 4
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IT4IT Reference Architecture
REFERENCE ARCHITECTURE
PLAN DELIVER BUILD RUN
Strategy to Portfolio
(S2P)
Requirement to Deploy
(R2D)
Request to Fulfill
(R2F)
Detect to Correct
(D2C)
Governance, Risk and Compliance
Sourcing & Vendor
Finance & Assets
Resource & Project
Intelligence & Reporting
Request to Fulfill within the IT Value Chain
Provide the “end-to-end” picture of how to manage the business of IT
Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
The IT Service Model
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Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
The IT Service Model
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Conceptual Service Model
Logical Service Model
Service Catalog
Entry
Realized Service Model
Becomes…
Ordered
Published in… Released/Deployed!
Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
IT4IT™ Reference Architecture
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Service
Portfolio
Component
Portfolio
Demand
Component
Proposal
Component
Policy
Component
Defect
Component
Requirement
Component
Project
Component
Test
Component
Build
Component
Source Control
Component
Change
Control
Comp.
Problem
Component
Incident
Component
Event
Component
Diagnostics &
Remediation
Component
Usage
Component
Chargeback /
Showback
Comp.
Strategy to
PortfolioRequirement to Deploy Request to Fulfill Detect to Correct
Offer Mgmt.
Component
Offer Consumption Component
Service
Archite-
cture
PolicyRequire-
ment
Scope
Agree-
ment
IT
Initiative
Portfolio
Backlog
Item
Source
Conceptual Service
Blueprint
Concep-
tual
Service
Logical
Service
Blueprint
Test
Case
Defect
Offer
Service
Release
Build
Service
Catalog
Entry
Desired
Service
Model
Usage
Record
Fulfill-
ment
Request
Sub-
scription
Charge-
back
Contract
Request
Problem/
Known
Error
Incident
Event
Service
Monitor
Run
Book
RFC
Service
Monitoring
Comp.
Catalog
Composition
Component
Shopping
Cart
Enterprise
Architecture
Component
Service
Design
Component
Fulfillment
Execution
Comp.
Request
Rationalization
Component
Configuration
Management
Component
Release
Composition
Component
Service Level
Component
Service
Contract
Actual
Service
CIs
Build
Package
Build Package
Component
Service
Release
Blueprint
IT4IT Reference Architecture L1 V.2.0Functional Component
Lifecycle Data Object
Relationship
Service Model Backbone Data Object
Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
Essential Data and Relationships
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Strategy to
PortfolioRequirement to Deploy Request to Fulfill Detect to Correct
Service
Archite-
cture
PolicyRequire-
ment
Scope
Agree-
ment
IT
Initiative
Portfolio
Backlog
Item
Source
Conceptual Service
Blueprint
Concep-
tual
Service
Logical
Service
Blueprint
Test
Case
Defect
Offer
Service
Release
Build
Service
Catalog
Entry
Desired
Service
Model
Usage
Record
Fulfill-
ment
Request
Sub-
scription
Charge-
back
Contract
Request
Problem/
Known
Error
Incident
Event
Service
Monitor
Run
Book
RFC
Shopping
Cart
Service
Contract
Actual
Service
CIs
Build
Package
Service
Release
Blueprint
IT4IT Reference Architecture L1 V.2.0
Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
Service life cycle – on a repeatable, predictable, coherent and future safe reference architecture
Strategy to Portfolio
• Strategy
• Service portfolio
• Demand
• Selection
Requirement to Deploy
• Plan & design
• Develop
• Test
• Deploy
Request to Fulfill
• Define & publish
• Subscribe
• Fulfill
• Measure
Detect to Correct
• Detect
• Diagnose
• Change
• Resolve
Phases for each value stream
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Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
Request to Fulfill – Triggers
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Consumers
IAAS
PAAS
SAAS
Vendor & technology stack integration
Deployment / provisioning
Provision, Deployment,
Configure IT resources and Services
Self service portal
Request to Fulfill
Provision Infrastructure Resources
API
Requirement to Deploy
Deploy new Releases or Fixes
Service Development
I need a test environment, deploy a new release of an IT service, …
Resolve incident / problem
AP I
Detect to Correct
Monitoring
Update configuration settings to resolve a
problem, add capacity, …
I need a new laptop, I want access to a business
application or subscribe to an IT service, Please reset my password,
I need…
Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
Example R2F use cases / scenarios
» End-user computing services (e.g.
new laptop, install additional
software, order mobile phone, …)
» Access requests to IT services,
business applications or IT
resources
» Job changes affecting IT
subscriptions such as Joiner,
Mover and Leaver (HR changes)
» Common high volume recurring
requests such as password resets
» Decommission or cancel
subscriptions
» …
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» IT specialists (such as DevOps teams)
requesting infrastructure services (e.g.
new servers, databases, additional
capacity, etc.) or request a complete
stack or test environment.
» Deployment of new service/application
releases (e.g. continuous delivery) on
test or production environments
» Install patches, updates / upgrades and
fixes
» Second day operations: adjust capacity
and resource allocation (to optimize
performance, costs, etc.) e.g. add CPU,
Memory, Disk, …
» …
Business and End-User Requests IT employees (e.g. Developers, DevOps Teams)
Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
Design & Publish Subscribe Fulfill Measure
Request to Fulfill phases and activities
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Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
• Mash catalog
items from all
fulfillment
engines
• Set pricing,
options, and SLA
• Publish services
Design & Publish Subscribe Fulfill Measure
Request to Fulfill phases and activities
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Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
• Mash catalog
items from all
fulfillment
engines
• Set pricing,
options, and SLA
• Publish services
• Portal
engagement
• Personalized
experience
• Self-service
• Manage
subscriptions
Design & Publish Subscribe Fulfill Measure
Request to Fulfill phases and activities
15
Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
• Mash 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
• Multi-vendor
sourcing
• Integrate with
change mngt,
CMDB
Design & Publish Subscribe Fulfill Measure
Request to Fulfill phases and activities
16
Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
• Mash 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
• Multi-vendor
sourcing
• Integrate with
change mngt,
CMDB
• Service usage
measurement
• Chargeback/
showback
• Cost transparency
• Surveys and
ratings
Design & Publish Subscribe Fulfill Measure
Request to Fulfill phases and activities
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Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
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Windows Hosting
Self service portal
Productivity Software
Amazon Resources
LAMP stack
Databases
Linux
Salesforce
Standard Laptop
Storage
Hosting platform
Workday
Mobile Phone
Web server
Azure services
…
>>
Build the IT menu card
Copyright © The Open Group 2016
Business Agility Suffers Greater Flexibility = Agility
Cloud Management Abstraction of applications
from infrastructure, with
policy-based coordination &
automation
Virtualization
Greater Flexibility = Agility
Cloud Management XAAS Cloud, Hybrid cloud,
Converged Infrastructure,
Containers,
Micro-Services
IAAS
Shared storage and
compute capacity
PAAS SAAS
Past Until recently Now going forward…
Continuous changing IT menu…XAAS
DC onsite or co-located
Copyright © The Open Group 2016
Example: Cloud provisioning and deployment
Service Platforms (XAAS) Application Application Application Application Application Application
Data Data Data Data Data Data Data Data
Interface Interface Interface Interface Interface Interface Interface Interface
Access Access Access Access Access Access Access Access
Application Config
Application Config
Application Config
Application Config
Application Config
Application Config
Application Config
Application Config
VM
Middleware Middleware
VM VM
Middleware
PAAS (x)
PAAS Platform
IAAS (x) SAAS (x)
Application
Hosting & Storage
Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
Key trends affecting Request to Fulfill
» Consumerization (end-user experience with other web shops)
» Cloud computing (e.g. SAAS, PAAS, IAAS) and hybrid clouds
» DevOps, Continuous Delivery and Agile development (more releases)
» Bring your own .. (e.g. BYOD)
» Software Defined Networking (SDN) or Service Define enterprise (SDx)
» Infrastructure as code
» Converged infrastructure
» AppStores
» Mobility
» Micro-services and SOA architectures
» New deployment methods such as containerization (e.g. using Docker)
» Security (e.g. vulnerabilities, access management)
» Topology based / blueprint deployments (e.g. using TOSCA)…
» API economy (using RESTfull APIs)
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API
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More requests, releases and changes
(e.g. due to continuous delivery)
Key challenges addressed
More service / application components
(e.g. micro-services)
More vendors in the eco-system
(such as cloud providers)
More frequent product catalog changes (e.g. technology refresh)
More flexible cost models (consumption based; pay
as you go)
Faster fulfillment of requests with fewer errors
(time to value)
More control on access and usage of IT resources
Improved user experience using self service / single
portals
Reduce risks and reduced number of incidents
Reduce manual effort and lower cost of deployment (automated provisioning)
Reduce waste, over-capacity and un-used
licenses
More dynamic resource allocation (e.g. auto-
scaling; on/off)
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Changing to a new economy Request to
Fulfill
• Paper based
• No consolidated catalogue
• On stock
• Built to order
Bureaucratic Common today
• Consolidated catalogue
• Service broker
• Automated
• Configured to order
Self-service
Next wave
Design & Publish
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Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
Changing to a new economy Request to
Fulfill
• Generic, email/forms-driven, no self service portal
• Fragmented
• Politicized (“who you know”)
• Paper based
• No consolidated catalogue
• On stock or Built to order
Bureaucratic Common today
• Self service portal
• Automated and personalized
• Aggregated (one-stop shop)
• Consolidated catalogue
• Service broker
• Automated
• Configured to order
Self-service
Next wave
Design & Publish Request & Subscribe
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Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
Changing to a new economy Request to
Fulfill
• Generic, email/forms-driven, no self service portal
• Fragmented
• Politicized (“who you know”)
• Limited control on access to IT resources
• Paper based
• No consolidated catalogue
• On stock
• Built to order
• Multiple hand-offs, long lead times
• Manual fulfillment, No traceability
• No CMDB update and hand-off to operations
• No subscription administration
Bureaucratic Common today
• Self service portal
• Automated and personalized
• Aggregated (one-stop shop)
• Controlled access to IT services and resources (and auditable)
• Consolidated catalogue
• Service broker
• Automated
• Configured to order
• Automated Workflow
• Management by exception, instrumented from request to release
• Optimized for consumption
• Orchestration and integration across multiple vendors
Self-service
Next wave
Design & Publish Request & Subscribe
Fulfill
Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
• No transparency on consumption and costs
• Overcapacity and unused resources
• Blanket allocations
• Anecdotal service quality reports
• Generic, email/forms-driven, no self service portal
• Fragmented
• Politicized (“who you know”)
• Paper based
• No consolidated catalogue
• On stock
• Built to order
• Multiple hand-offs, long lead times
• Manual fulfillment, No traceability
• No CMDB update and hand-off to operations
• No subscription administration
Bureaucratic Common today
• Pay per drink
• Continual user experience measurement and management
• Insight in consumption and cost – reduced waste and over-capacity
• Self service portal
• Automated and personalized
• Aggregated (one-stop shop)
• Controlled access to IT services and resources (and auditable)
• Consolidated catalogue
• Service broker
• Automated
• Configured to order
• Automated Workflow
• Management by exception, instrumented from request to release
• Optimized for consumption
• Orchestration and integration across multiple vendors
Self-service
Next wave
Changing to a new economy
Design & Publish Request & Subscribe
Fulfill Measure
Request to Fulfill
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IT4IT™ Reference Architecture
27
Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
Usage
Component
Chargeback /
Showback
Comp.
Offer Mgmt.
Component
Offer Consumption Component
Offer
Service
Catalog
Entry
Desired
Service
Model
Usage
Record
Fulfill-
ment
Request
Sub-
scription
Charge-
back
Contract
Request
Catalog
Composition
Component
Shopping
Cart
Fulfillment
Execution
Comp.
Request
Rationalization
Component
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IT4IT Request to Fulfill Functional Components Presents the offers with associated descriptions, pictures, prices, and purchasing options to prospective consumers. Manages the shopping chart.
Orchestrates the delivery of the various requests amongst (one or more) fulfillment engines (and service providers) in order to deliver the IT service.
The Catalog Composition functional component creates, updates, and publishes Service Catalog Entries (provided by internal and external vendors)
Aggregates the Service Catalog entries into consumable offers. It builds and publishes the various offerings into Offer Catalogs and makes these available for consumers.
Manages the life cycle of the request including approval workflows. Breaks down and routes services requests to appropriate Fulfillment Execution engines.
Provides chargeback or showback for services using the cost model. It also consolidates IT service Subscription (right to use) and actual Usage as the usage may differ from the right to use.
Tracks actual usage of subscribed IT services by gathering IT service usage metrics, activity, and history. It processes and breaks down usage information for each subscription, its consumers, providers, etc.
Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
Usage
Component
Chargeback /
Showback
Comp.
Offer Mgmt.
Component
Offer Consumption Component
Offer
Service
Catalog
Entry
Desired
Service
Model
Usage
Record
Fulfill-
ment
Request
Sub-
scription
Charge-
back
Contract
Request
Catalog
Composition
Component
Shopping
Cart
Fulfillment
Execution
Comp.
Request
Rationalization
Component
29
Continuous cycle, closed loop
Maintain catalogue items (aggregated from multiple vendors) Deploy, release, provision,
and configure including updating the CMDB and license administration.
Order service from the web shop
Create consolidated offerings from the available services in the catalogue.
3
Cancel or modify subscription
Show actual cost and consumption to user and/or service owner (and influence behavior)
Manage the request approval and fulfillment; manage subscriptions
4
5
6
7
8
2
1
Monitor actual usage and consumption
Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
Request to Fulfill – ITIL Process Mapping
30
REQUEST TO FULFILL
Request fulfillment
Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
Request to Fulfill – ITIL Process Mapping
31
REQUEST TO FULFILL
Request fulfillment
Service catalogue management
Access management
Service Asset & Configuration management
Release & Deployment Management
Change management
Capacity management (usage component)
Financial management for IT (for showback / chargeback)
Supplier management
Service level management
Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
Create a single user experience
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My Services / Engagement Experience Portal / Self Service portal
Browser service catalogue
View current subscriptions &
assigned resources
Conduct survey / provide
feedback / raise ideas
View planned changes / releases
Cancel or modify
subscriptions
View consumption &
costs
Self service provisioning (+
tracking & tracing)
Raise incidents / questions or
issues
View actual status (and performance)
of IT services / Resources
Search for Knowledge (self
help) and documents
View news / bulletin board
Collaborate / Chat
Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
Cost Efficiency
Standard subscription and
fulfillment process with
policies and automation
Consumer Experience
Consumers easily find and
subscribe via self service
(improved user experience)
Traceability
Across approvals, subscriptions,
usage and chargeback,
auditability
Single Catalog
Single offer catalog with multiple
fulfillment providers enforcing
technology standards
Value drivers for Request to Fulfill
Cost Optimization
Recover expired and unused
subscriptions and licenses,
reduce overcapacity / waste
Service Broker
Transition from request
management to a service
broker
Time to Value
Faster delivery / fulfillment of
service requests
Compliance and Control
Improved control on access to IT
services and resources (lower
risks)
Quality
Successful deployments
without causing incidents /
First time right
34
Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
KPIs for Request to Fulfill
% of successful deployments / fulfillments
Quality
% of subscriptions active or expiring
Service Broker
Time to value, % delivered on time
Speed
% service / capacity utilization
Usage & Utilization
% self-service requests, cost of fulfilment per item
Costs Customer satisfaction survey results; meet customer expectations
Satisfaction
35
% request delivered on time with no exceptions
Vendor performance
Unauthorized access; standardized configurations
Compliance
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36
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