service management solution framework (smsf)
TRANSCRIPT
Service Management Solution Framework (SMSF):
a Design Ontology
Conceptual Overview
Archestra notebooks compile and organize decades of in-the-field empirical findings, to offer explanations of why things happened or can happen in certain ways or to certain effects. The descriptions
are determined mainly from the perspective of strategy and architecture, to comment on and navigate between the motives and potentials that predetermine the decisions and shapes of activity as
discussed in the notes. All notebooks are subject to change.
©2016 Malcolm Ryder / Archestra Research
Using this notebook
Commonalities documented across ITSM offerings • from seven major vendors
• over 50 implementation projects at medium to large enterprises
• over 9 years
Result • identify what routinely makes the most difference and where
• systematically organize terms that prioritize topics in discussions, plans, and evaluations
• provide a reliable conceptual baseline, not a limit
Why solutions fail
When used for any reason• Implementation is misunderstood
• Implementation is mere installation, not re-organization
• Importance is mis-measured• Urgency of proposed scope is misidentified
When solving the right problem• bad design, which leads to…• omissions, defects, and errors
When solving the wrong problem• misconception, which leads to…• irrelevance, damage, obsolescence
Omission: left outDefect: not suitable for useError: mis-used
ITSM: Service vs. Management
Service• A specific running operation made available under terms of agreement,
supplying the operation’s outputs on demand to a consumer
Management• Control the form, content, utilization and lifespan <of the service> as
necessary at any time
Solution Value Logic
• Services host operational capabilities
• Service attributes correspond to business requirements
• Solutions assure the manageability of services• The services allow business processes to optimally use operations
• The attributes necessary for best utilization are included as enabling characteristics of the service
• Most solutions rely on rules, process integration, and procedure automation to generate the relevant attributes
Solution Value Model
Solutions enable management processes that bridge the capabilities of IT and the capabilities of business
• Management processes align services impacts to business objectives• Management processes give IT services attributes that business recognizes
and chooses as enablers of business capability
Source and management of IT can be internal or external to the business
IT
CapabilityBusiness
Management Solution Framework
Solution (defined)• A solution automates management procedures that enable a specified
business objective to be met by a controlled operation.
• The procedures may be executed by personnel and/or by an automated system
Framework (defined)• A framework provides a group of related objectives (representing issues), and
a group of related methods (representing operations), and cross-references the two groups.
• The framework indicates how distinctive solutions are logically appropriate to the intersections of objectives and methods.
Managed Service
Business Objectives (controlled issues/states)• Business-dictated design• Governed production and deployment• Predefined forms and terms of delivery• Operational transparency and consistency• Continually managed states
Methods (controlled operations/actions)• Agreements (provisions)• Standards (utility)• Models (designs)• Workflows (functions)• Interfaces (integrations)
Communications, knowledge and
instructions
Managed Solution
Business Objectives of service controls• Business-dictated design• Governed production and deployment• Predefined forms and terms of delivery• Operational transparency and consistency• Continually managed states
Business Objectives of service impact alignment• Effect• Flexibility• Availability• Quality• Relevance
Impacts due to management processes
Solution Design
Business Objectives of service impact alignment• Effect• Flexibility• Availability• Quality• Relevance
Capability Enablement through service attribute production• Design• Develop• Deploy• Support• Sustain• Remove
AlignmentThemes and Stories
ProductionUse Cases and Tasks
Solution Value
Business Objectives of service usability• Portfolio• Demand• Delivery• Quality• Performance
Capability Enablement through service attribute production• Design• Develop• Deploy• Support• Sustain• Remove
Usage ValueThemes and Stories
ProductionUse Cases and Tasks
Business-Centric Story Boarding
Operational Capabilities
Portfolio Demand Delivery Quality Performance
Design Proposal Catalog Processes Standards Modeling
Develop ProjectService Offerings
Platform Certification Engineering
Deploy CommissionService Request Mgmt
ProvisioningVersioning & Release
Implementation
Support MeasurementService Level Agreements
Fulfillment Tracking
Event resolution
Service Level Mgmt
Sustain Contracting Inventory Assets ComplianceChange & ConfigMgmt
Remove DecommissionEntitlement expiration
Security Warranty Limit Deactivation
Business Perspectives on Usability of a Service
IT management processes that support the business perspective on how services align with the business
©2
01
6 M
alcolm
Ryd
er / Arch
estra Research
Capability-centric Story Boarding
Operational Capabilities
Business Processes
Applications Platforms Infra-structure
Resources
Design Strategy Requirements Standards Configuration Selection
Develop Workflows Builds Environments Systems Assets
Deploy Access Delivery Interface Installation Administration
Support Fulfillment Monitoring Maintenance Maintenance Assignment
Sustain Evaluation Enhancements Configuration Refresh Procurement
Remove Retirement Change Change Change Retirement
Business Perspective on Managed Capabilities
Provide management processes bridging the business capabilities and the IT capabilities.Increasingly this is the domain of XaaS – everything as a service…
©2
01
6 M
alcolm
Ryd
er / Arch
estra Research
IT-Centric Story Boarding
Managed Capabilities
Transparency(insight)
Compliance(governance)
Standards(best practice)
Provision(assurance)
Production(developmt)
Business Processes
Analytics Approvals Policies Jobs Models
Applications Monitoring Roles Requirements Packaging Changes
Platforms Auditing Interfaces Interoperability Deployment Building Codes
Infra-structure
Monitoring Regulations ConfigurationsSecurity
Environment
Resources Auditing Contracts Certifications Procurement Assets
Business Perspectives on manageability of a Service
IT management areas enabling service attributes that support the business perspective on what kind of services IT can provide
©2
01
6 M
alcolm
Ryd
er / Arch
estra Research
©2016 Malcolm Ryder / Archestra [email protected]