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IT4IT - A perspective on the IT operating model for the future
Transcript of IT4IT - A perspective on the IT operating model for the future
Strategy to Portfolio
Requirement to Deploy
Service Portfolio Management
Project Delivery Management
Service Development Management
Service Design Management
Request to Fulfill
Request and Routing Management
Billing / Chargeback
Detect to Correct
Diagnostics & Remediation
Strategy to Portfolio - Level 2
Requirement to Deploy - Level 2
Request to Fulfill - Level 2
Detect to Correct - Level 2
Identify strategic IT architectural components based on current business vision, strategy, goals, and requirements.
Develop target state business, information, application, technology and security blueprints based on strategies, principles, and policies.
Develop IT roadmaps based business roadmap and input.
Develop and maintain enterprise Guiding Principles.
Manage IT architecture guideline and standards.
Plan and design tests, including automated test scripts for both code images and monitors, using input from service development
Prepare test environment
Execute tests, including risk-based, security, performance, and stress testing
Run dynamic application security testing to detect vulnerabilities before the application is in production
Create defects found during testing which are consumed by defect management
Manage test data, drive automation, and re-use test automation and test scripts where appropriate
Document issues that should be communicated to release management
Provide test execution reports for the tested requirements
Ensure that the operations tooling works as expected (monitors and so on)
Identify changes in the application/system to derive test cases
The Business of IT
Drives IT Priorities
Align and map IT policies to business and IT service architectures.
Review and approve IT policies based on roles and responsibilities. Manage policy distribution and acceptance based on predefined templates and schedules for designated IT stakeholders.
Complete policy revision history maintained, and review period or obsolescence rules set for all policies.
Log and track IT policy exceptions through an issue management mechanism. Provide consistent tracking feature for exception identification, evaluation, and status report leading to corrective action.
Provide visibility into IT policy attributes such as policy types, status, non-compliance, audit history, and issues.
Primarily manages overall IT governance policies, and policies applied to or associated with the particular services may be managed at downstream during service design.
Manage IT security policies by incorporating external and internal security compliances.
Create proposal from rationalized demands from Demand Management. Proposal follow analysis and approval for demands or Agile development proposals. Structured analysis and approval process via periodic IT planning activity
Activities for proposals requiring structured analysis and approval.
Review IT contract change request from the Requirement to Deploy Value Stream. The IT project team working to deliver on the approved IT contract may ask for change request related to budget, resource, or timeline. Evaluate the change request and take action to update the existing IT contract.
Provide relevant information on portfolio of IT investments that are proposed, approved, active, deferred, or rejected through IT contract data artifacts.
Provide status of active IT contracts being developed within the Requirement to Deploy (R2D) for CIO, PMO, and other stakeholders. Reports budget actual and milestone achieved is integrated with IT contract. Detail project status information from R2D Project Management.
Authoritative source for IT deliverables or services rendered during project life cycle. The project portfolio reports back to the investment portfolio in order to track progress and outcomes for IT contracts.
Capture demand from business
Capture demand from IT and other value streams
Log and maintain all demands coming into the IT via the Demand artifact repository
evaluated incoming demands & dispatch. Route high priority demand to Proposal Management for an expedited approval. All other demands are maintained within Demand Management, after analysis and rationalization activities, until a subset of demands are grouped and pulled by Proposal Management for proposal creation.
Provide incoming demand evaluation, analysis, and rationalization activities.
Support Demand backlog ranking, trending, and analysis based on requested services, timeline, business unit origination, and so on
Conduct service or application portfolio rationalization activities to optimize services delivered to business
Create, review, and update service roadmaps. Validate service roadmaps, and then outline opportunities to achieve roadmap targets. A service roadmap update can be triggered by rationalized IT polices from Policy Management or outcome of service or application rationalization activities.
Create and maintain service blueprints and endpoints. A service blueprint is a set of service endpoints that support business processes. Service blueprint provides service process and delivery visualization from customer’s point of view. Service blueprint also maintains traceability of logical and physical (realized) service models.
Consume the requirements from business demand and from standards and policies (including security and other sources) to review and verify requirements with stakeholders, including Operations
Re-use existing requirements, further refine provided requirements or define new requirements
Maintain the end-to-end traceability of requirements (from demand through production or backlog).
Track progress of each requirement’s fulfillment throughout the design, development, test, and release phases of an IT project. If the requirement is ultimately not delivered in the IT project for which it was originally linked, associate the requirement to a service to manage it beyond the completed IT project
Track requirements by service, and manage the backlog of requirements to be included as part of the Strategy to Portfolio Value Stream in determining future project proposals
HP Quality Center / ALM
Register defects of all types (including security and requirements related) with all relevant details such as description, severity, application version, related requirement, and so on
Manage each security vulnerability as a peer to a functional defect, prioritize it against all defects, and manage its life cycle through to resolution
Analyze defects and find resolution
Associate defects with requirements
Consume defects from problem management and incident management (Detect to Correct) as well as test management which are in turn consumed by service development management for review and resolution
Update defect details
Decide on target release
Report defect status and provide defect reports
Convert defects not resolved by service development to known errors for problem management (Detect to Correct) to document or develop work-arounds and report in knowledge management articles
HP Quality Center / ALM
Develop source based on logical service blueprint, service design specification and IT project priorities
Manage development backlog of requirements and defects
Develop documentation, manuals, work instructions; update knowledge bases accordingly
Receive defects and input to enable development of fixes or documented workarounds
Create automated test scripts including scripts for static application security testing that follow a formal Software Security Assurance methodology
Run source code security vulnerability tests
Begin create of monitors, batch processing, backup/restore, and so on for the service
Manage source code images and store them in a repository
Develop automated source compilation tools and procedures
Run dynamic application security testing no later than when the final build artifact is received and before the RFCs are created for moving the new or changed service into production
Deliver source to Build management to generate deployment packages
Build deployment packages from source for a particular service release and environment
Automate the build process to support the build schedule and build frequency requirements in order to support daily build and smoke test plans or continuous integration plans
Manage the storage and maintenance and security of deployment packages
Manage deployment packages and versioning in a definitive media library (DML)
Update the definitive media library (DML) or source repository with source code and images
Develop automated build storage procedures and automated compilation techniques & tools
Monitor and report on the results of each integration build
Initiate or automate the delivery of deployment packages to release management for validation by the acceptance testing team as candidate release builds
Leverage conceptual service blueprint and requirements to produce a logical service blueprint that describes the service structure and behavior
Creation of various architectural artifacts (data-flow diagrams, technical schematics, and so on) that comply with the IT project specifications and boundaries
Creation of the service design specification document—service design package)
Identification of the service delivery model (in source, outsource, and so on)
Identification of service suppliers to meet the requirements within the chosen delivery model
Enable interaction with IT operations to develop support plan/requirements for a service
Ensure architecture and service design is compliant with all policies and standards
Ensure that design package meets all requirements
Deliver logical service blueprint to release management and service development management Instrumentation service performance.
Oversee and coordinate the plan, design, build, configure, and test activities for each release package to deliver a new or updated service
Centralize all elements of the release package from the various functional components
Create the service releases and release packages which will be utilized by test management, deployment management and later Request to Fulfill Value Stream to create a specific deployment for a specific service instance
Management of change: Facilitate communication with stakeholders. Manage the organizational changes and training needed for making a new release a success (which may include oversight that ensures that these tasks are included as part of the deployment package)
Facilitate collaboration with IT operations to get production feedback into the release planning process to improve the path of the service into production, as well as lower risks and improve the supportability of the new or changed service
Catalogs are aggregated from multiple providers (internal and external) into a single unified catalog.
Catalog items are created and updated to prepare them for consumption, including configuring options, pricing, subscription terms, bundles, SLA, support conditions, and so on.
Services, as well as their dependencies and details, are accurately defined, including supplying the necessary information for the service to be instantiated.
HP Service Anywhere
HP Service Manager
Log a complete history of all service subscriptions: New subscriptions, subscription modifications and cancellations.
Associate/link between subscriptions (subscribed services) and Users/Groups/Business Units.
Track and report subscription status, including upcoming subscription expiration.
Subscription views customized based on service category, expiration, and so on.
Provide rated usage information for reconciliation and settlement functions.
Consolidate service subscription (right to use) and actual usage as the usage may differ from the right to use.
Support different billing models such as prepaid, postpaid, trial, pay-per-use, and so on.
Collect internally and externally sourced service usage metrics from the Detect to Correct value stream.
Generate service usage history and activity reports.
Process and break down usage information for each subscription, its consumers (singular, group), provider, and so on.
Service requests are routed to the appropriate fulfillment mechanism.
Coordinate all fulfillment requests needed for service requests requiring multiple fulfillments, including the managing of any dependencies that may exist between the requests.
Service bundle fulfillments are managed by tracking each bundle item fulfillment and coordinating any dependency between bundled items.
Deployment of a deployment package within Deployment Management to fulfill requests for instantiating predefined services are triggered.
A request to Asset Management for requests requiring internal fulfillment are created.
HP Operations Orchestration
Create IT projects and RFCs based on specifications outlined in the IT contract, including cost, time, scope and quality
Manage and report project actual versus planned budget, communicate to stakeholders
Implement project compliance plan and milestone management gates approvals
Govern, coordinate, influence, and direct project execution
Ensure financial goals and boundary conditions are adhered to
Keep the project portfolio current
Maintain the connection between projects and IT service(s) impacted
Maintain the linkage/traceability between IT contracts, projects, releases and RFCs thru the life cycle of the project
Aggregate, track, and report status, resources consumed against project plan, or project burn down
Produce variance artifacts associated with financial, human, and technology resources Manage acquisition of resources (hardware, software, people) required
Collaborate with IT operations, release management and service developers to:
Define service release blueprints that accurately represent the instructions found in the service release from Release management
Create RFCs which specify the actions that will be required to successfully deploy a desired state CI to a specific production environment
Execute a rollback plan if required
Ensure updates occur to knowledge management on new or updated service releases
Register the specific capability represented by the deployment package to the service portfolio which may then also update the service catalog
Facilitate early life support communication and activities between IT operations and IT service development personas and resources to support the objective of meeting availability and performance SLAs of a new or changed services
HP Service Manager
HP Release Control
Act as a federated resource for change information, using manual or automated run book to resolve issues without active request for change (RFC). Classes of pre-approved RFCs will vary. For preapproved RFCs (Standard Changes), RFC’s are recorded and Change Management accesses as needed. CI relationships are maintained to facilitate Configuration Management activities.
Manage the initiation, review, approval, and implementation of all proposed changes to services or CIs using standardized, repeatable, auditable methods and procedures
Assess, report, and improve IT service delivery
Conduct impact and risk assessments to minimize risk of production disruptions involved when rolling out changes
Manage RFCs against a change calendar and avoid change collisions
Check and steer conflict resolutions between parallel planned deployments
HP Service Manager
Identify, control, record, report, audit and verify service configuration items; including versions, baselines, constituent components, their attributes, and relationships
Account for, manage, and protect the integrity of configuration items through the operational service life cycle by ensuring that only authorized components are used and only authorized changes are made
Ensure the integrity of the configurations required to control the services and IT infrastructure by establishing and maintaining an accurate and complete configuration management system
HP Universal Discovery
HP Asset Management
Integration point for the Incident, Change and Defect Management Functional Components
For problems that can be resolved within Operations using the RFC flow
For broader problems, artifact traceability to Requirement to Deploy via Defect Management or to Strategy to Portfolio via Demand Management
Create linkage between problems and knowledge items
HP Service Manager
Filter end-user interactions and determine which ones can be resolved/closed and which ones should be associated with incidents.
Detect incidents, investigate the impacts across all domains (server, network, security, and so on) and determine the correct action to take
For some classes of incidents:
Perform change and remediation
Create a problem
Create a defect via Defect Management in Requirement to Deploy Value Stream
Activities that do not involve CIs or problems such as Communication, notification, escalations activities are not listed
HP Service Manager
Bind run books to the specific CIs involved in the current event, incident or problem.
Serve as directed knowledge to streamline diagnosis and remediation
HP Operations Orchestration
HP Operations Analytics
Run service monitors for multiple disciplines (SLA/OLA monitoring, network, applications, security, and so on) to generate associated events.
Service monitor may create events for both proactive and reactive alerting.
HP Operations Monitoring
Detect events, investigate them and determine the correct action to take
Filter out events that are merely informational and can be ignored
To log, correlate, consolidate and analyze events (server events, network events, security events, and so on) from multiple operational silos to interpret the overall impact and priority of the event
For some categories of events, perform change and remediation
For some categories of events, escalate to incidents to pass control to the service desk
HP Business Service Management
Detect to Correct Reference Implementation
HP Unified Functional Test
For Mobil devices
HP UFT Mobil
HP Load runner / Performance Center
HP Service Virtualization
HP Service Virtualization
Standard, Reusable, Commoditized, automated delivery
IT Service Catalog
Standard Service Catalog
Monitor & Change
Set up policies and guidelines
Create business cases
Business value, risk, costs, benefits & resources
Allocate resources, fund and charter projects
Evaluate benefit realization
Business process model
Functional & technical
Development (Agile, iterative, waterfall…)
Source & set up dev environment
Functional: desktop, web, mobile
Performance: desktop, web, mobile
Security: static, dynamic
Change and configuration process
Define & Publish
Order a Service
Route & Fulfill
Measure & Charge
Alignment with business objectives
Portal / IT engagement
Integrate with incident, change, asset & demand
Automate provisioning & status update
Chargeback / showback
Surveys and ratings
Events, alarms & metrics from everything
Relationship among events
Severity & business impact
Define escalation path
Auto-fix common issues
IT 4 IT Consortium
Performance Management Best Practices