asl bisl itil (solvay, brussels, nov 2009)

63
1 Solvay Brussels School of Economics and Management Brussels, 26 November 2009 ASL / BiSL & ITIL V3 Mark Smalley

Upload: smalleyitpresentations

Post on 21-Jan-2015

444 views

Category:

Documents


1 download

DESCRIPTION

 

TRANSCRIPT

  • 1. Solvay Brussels Schoolof Economics and ManagementBrussels, 26 November 2009ASL / BiSL & ITIL V3Mark Smalley1

2. Introduction Mark Smalley Experience in IT domain since 1978: ApplicationDeveloper, Service Manager, Operations Manager,Business Developer, Portfolio Director, Trainer,Consultant Specialized in Application Management Trainer in ASL Foundation CertificationMark Smalley CYO Capgemini, Principal ConsultantBlind Monk ASL BiSL Foundation, International Affairs Maintertainer EXIN, Member Professional EXIN Group Paradigmologist Rotterdam University, Lecturer [email protected] www.linkedin.com/in/marksmalley2 3. Agenda ASL BiSL Foundation Context BiSL ASL ASL & ITIL V33 4. ASL BiSL Foundation Professional association for InformationManagement and Application Management Non-profit, Vendor-independent, Public domainorganization, founded in 2002 in the Netherlands Funded by 30 Demand and Supply organizationswho benefit from standards and best practices Advance professionalization of IT from both abusiness and an IT perspective Standards and best practices are freely available http://www.aslbislfoundation.org4 5. Ecosystem TrainersConsultantsPeople ProcessTechnologyAM Organization5 6. ASL BiSL Foundation Free Products & Services Process frameworks: ASL and BiSL Best practices Publications, Whitepapers, Presentations On-line support Examination specification Certification specification Theme sessions (free), Annual conference (fee)6 7. International Standard Dutch standard NEN 3434 for ApplicationManagement is based on ASL NEN 3434 currently being fast-tracked to ISOstandard; announcement expected mid 20107 8. Agenda ASL BiSL Foundation Context BiSL ASL ASL & ITIL V38 9. DilemmaThe problemwith learning is teaching Russ Ackoff9 10. Observations Changeable and complex world Shorter horizons Good is good enough Power shift in supply chain Trust and loyalty Pressure to perform and change Dependency on / complexity of I(T) Growth of business involvement with IT10 11. Trends Speed of change in Market, Business & IT Dependence of Business and Society on IT Complexity of IT Virtual infrapplications (Open Source, SOA, Clouds etc) Complexity of IT Organization Ecosystem of IT Service Providers and other players Complexity of Business Organization wrt IT Diversity of demand Business involvement11 12. IT Tsunamis Business ITStrategy Involvement Business IS Data Software HardwareOperations 12 13. Consequences for IT Service Providers More business domain knowledge More business empathy Different management paradigm Command & control -> Communicate & collaborate Few big bangs-> Many little bangs Different professional skills Green field architecture -> Brown field architecture Coding internal software -> Combining external software13 14. Critical Cultural Change Brown Field ArchitectureScanBusinessExternal Choose Domain Orientation & Check KnowledgeCollaboration Act Assembly & Integration14 15. Consequences for IT Service Consumers More confidence to deal with IT Develop professional capabilities Focus on what, not how15 16. Agenda ASL BiSL Foundation Context BiSL ASL ASL & ITIL V316 17. Demand Supply Framework of frameworksIT & Business InfrastructureInfrastructureManagement SuppliersManagement Business Information Management ApplicationApplicationUsersSuppliersManagement IT Component IT Service IT ServiceSuppliersProviderConsumer Mostly external,Internal IT Dept /Business dept possibly internalexternal provider17 18. DemandSupplyBusiness Information Management Advising Customer managementas to strategic and tactical IT & Businessinformation requirements Specifying informationrequirements Management Designing and implementing non- Businessautomated Information systems InformationManagement Acquiring automated Informationsystems and related services Users Designing and implementingprocesses and procedures for useof Information systemsIT ServiceConsumer Supporting the end users on howto use the Information systems Ensuring that Information 18systems are used appropriately 19. BiSL FrameworkSupplierDefine Definerelationshipchain technologicalmanagement developments developmentsInfor- User DefinemationInformation Information relationshiporganizationcoor-Lifecycle Portfolio management dination ManagementManagementChain partnerDevelopDefine relationship DevelopI-organization businessmanagementinformationstrategyprocess dev.strategy Planning and Financial Demand ContractControlmanagementmanagement Management Change- mgt Design non-Requirements User Data automatedspecificationsupportmanagementIS Transistion ReviewOperational ITplanning and testmanagementOperations management TransitionFunctionality management19 20. DilemmasReliabilitySpeed of changeCosts 20 21. Self assessment1.I know how much our information provisioning costs2.I know whether thats normal3.I know what the users think about our information provisioning4.I know what the users want5.I have an answer to most of the users questions6.I know how systems are used7.I help users to make effective use of systems8.I know what the managers want, today and tomorrow9.I know how much budget is available and can be justified10. I ensure that changes are well specified and implemented11. I pay a fair price for IT services12. I have clear agreements with my IT service providers13. I advise the directors about the strategic use of information14. I feel like a system owner15.21I work efficiently 22. Assessment BusinessUtilization of IT? OrganizationUtilization of IS?Functional?InformationUsable?SystemsReliable? IT Good?OrganizationCheap?Fast?22 23. Summary BiSLThe world is changing rapidlyOrganizations depend on information to surviveManaging information isnt easyOrganizations need specific capabilitiesBiSL offers guidance for IT Service ConsumersOperational, Management, Quality, Strategic23 24. Demand Supply Common usage of ASL, BiSL & ITILIT & Business ITIL InfrastructureInfrastructureManagement SuppliersManagement BiSL Business Information Management ApplicationApplicationUsersSuppliersManagementASL IT Component IT Service IT ServiceSuppliersProviderConsumer Mostly external,Internal IT Dept /Business dept possibly internalexternal provider24 25. ASL, BiSL & ITILASL and ITIL V3 More on realization and testing of bespoke(additions to) applications More on application strategy More on planning & control and tactical levelprocess quality (although less than CMMI) Dedicated to AM (book: 10% size and costs) Written in AM languageBiSL and ITIL V3 Addresses demand not supply25 26. Agenda ASL BiSL Foundation Context BiSL ASL ASL & ITIL V326 27. ASL FrameworkCustomer OCM Account OrganisationsACMSupplier & MarketStrategy Definition Definition Service CustomerICT Application Life- Delivery EnvironmentStrategy cycle ManagementDefinitionStrategy Strategic Applicatie Port- CapabilitiesTechnologyprocesses folio ManagementDefinitionDefinitionManagement processes ContractPlanning Quality FinancialSupplierManagementand Control management management managementSupportConnecting processes Enhancement & Change renovation managementDesign UseContinuity support management ImpactanalysisRealizationImplementationConfiguration Operationsmanagement management Software 27OperationalTesting control andOperationalprocessesdistribution processes 28. What is AM? Not Hardware & System Software butApplication Software Not initial Application Development buteverything after that Keeping applications operational Changing applications to support business Advising business on (strategic) topics Not Business responsibility but IT ServiceProvider responsibility 40% of ITSM budget28 29. AM Activities Strategy Management Quality Advice ChangeOperations29 30. ASL FrameworkCustomer OCM Account OrganisationsACMSupplier & MarketStrategy Definition Definition Service CustomerICT Application Life- Delivery EnvironmentStrategy cycle ManagementDefinitionStrategy Strategic Applicatie Port- CapabilitiesTechnologyprocesses folio ManagementDefinitionDefinitionStrategyManagement processes Management ContractPlanning Quality FinancialSupplierQualityManagementand Control management management managementEnhancement &AdviceSupportConnecting processes Change renovation managementDesign UseContinuityChange support management ImpactanalysisRealizationConfigurationmanagement OperationsOperationsSoftwareImplementation management 30OperationalTesting control andOperationalprocessesdistribution processes 31. ASL Framework31 32. ASL Framework Business Strategy Business Change BusinessOperations 33. Challenges for AM Customer satisfaction Collaboration with other parties Complexity of application portfolios Speed of business change Meaningful strategic dialogue with the business33 34. ASL Framework CustomerStrategic OCM AccountOrganisations ACM CollaborationSupplier & Market Strategy DefinitionDialogue Definition Service Customer ICT Application Life- Delivery Environment Strategy cycle ManagementDefinitionStrategy StrategicComplexity Applicatie Port- CapabilitiesTechnologyprocesses folio ManagementDefinitionDefinitionManagement processesSatisfaction ContractPlanning QualityFinancial SupplierCollaboration CustomerManagementand Control managementmanagementmanagementSupportConnecting processes Enhancement & Change renovation managementDesign UseContinuity support managementImpact analysisRealization ImplementationConfigurationCollaboration control andOperationsmanagementmanagement Software 34OperationalTestingOperationalprocesses distribution processes 35. Demand Supply Application ManagementIT & Business InfrastructureInfrastructureManagement SuppliersManagement Business Information Management ApplicationApplicationUsersSuppliersManagement IT Component IT Service IT ServiceSuppliersProviderConsumer Mostly external,Internal IT Dept /Business dept possibly internalexternal provider35 36. Underlying trends Increased number of (standardized)application components Increased number of AM providers More diversification and specialization of AMprovidersWhich position in the AM ecosystem?You cant control the whole supply chainso just focus on the interfaceswith the adjacent parties36 37. DemandSupply AM=AM+AM+AM+ IT & Business Infrastructure Infrastructure Management Suppliers ManagementBusinessInformationManagement Application Application UsersSuppliers Management IT ComponentIT Service IT ServiceSuppliers ProviderConsumer Mostly external, Internal IT Dept /Business dept possibly internal external provider37 38. ASL Framework OCM AccountSupplierSuppliers perspective CustomerOrganisations ACM & Market Definition Rapidly changing worldStrategy Definition Business planning Service Repositioning EnvironmentCustomer Strategy for Management the AM Strategy ICT Application Life- Delivery Strategic Collaborate vs controlDefinitioncycle organizationApplicatie Port- CapabilitiesDefinition TechnologyDefinition Proactive, innovative processesfolio Management Strategic alignmentManagement processes ContractPlanning Quality Financial SupplierManagementand Control management managementmanagementSupportConnecting processesEnhancement & Changerenovation managementDesign UseContinuity support managementImpact analysis RealizationImplementationConfiguration Operationsmanagement management Software 38OperationalTesting control and Operationalprocessesdistributionprocesses 39. ASL Framework Customer OCM AccountOrganisations ACMSupplier & Market Strategy Definition Definition Service CustomerICT Application Life- Delivery EnvironmentStrategy cycle ManagementDefinitionStrategy Strategic Applicatie Port- CapabilitiesTechnologyprocesses folio ManagementDefinitionDefinitionManagement processes ContractPlanning QualityFinancial SupplierManagementand Control managementmanagementmanagementSupportConnecting processesEnhancement & Change Business: Production, management Design renovation Costs, Revenue, Image UseContinuity support managementImpactKeeping applications Customer Service analysisRealization up and running Proactive chain ImplementationSoftware managementConfiguration Operationsmanagement management 39Operational Testing distribution Contingency control andOperationalprocesses processes 40. Acquisition Supply DevelopmentOCM ASL Framework MaintenanceOperationCustomer Account OrganisationsACMSupplier & MarketStrategy Definition Definition Service CustomerICT Application Life- Delivery EnvironmentStrategy cycle ManagementDefinitionStrategyStrategic Applicatie Port- ISO/IEC14746 Software MaintenanceCapabilities Technology processesfolio Management ISO/IEC12207 Software Life Cycle ProcessesDefinition CorrectionDefinition Corrective PreventiveManagement processes Enhancement ContractPlanning Quality Perfective (performance, maintainability)FinancialSupplierManagementand Controlmanagement Adaptive (usability in changing environment)management managementSupport Connecting processesEnhancement &ChangerenovationBusiness: Time to management DesignUse Continuitymarket, Costs, Revenue, support management ImpactKeeping applicationsanalysisImage Realization up to date SpeedImplementation ConfigurationOperationsOperationalQuality managementmanagement Software 40Testing control andOperationalprocessesdistribution processes 41. ASL FrameworkCustomer OCM Account & Market Business: Costs,SupplierACM Organisations Strategy Definition Definition Benefits, RiskKeeping time, money,satisfactioncontracts,Service CustomerDeliveryprogress, Application Life- EnvironmentICTCustomerStrategysuppliers, quality & expectations under control Definitioncycle ManagementStrategy Back-to-back contracts Port-Strategicprocesses ApplicatieCapabilitiesTechnology folio Management Definition Quality management DefinitionManagement processes ContractPlanning Quality Financial SupplierManagementand Control management managementmanagementSupportConnecting processesEnhancement & renovation"I love deadlines. I like theChange managementDesign whooshing sound theyUse Continuitysupportmanagementmake as they fly by.ImpactDouglas Adamsanalysis RealizationImplementationConfiguration Operationsmanagement management Software 41OperationalTesting control and Operationalprocessesdistributionprocesses 42. ContractsBusiness IT 42 43. ASL FrameworkBusiness: Capital, Profit,CustomerRisk & Market OCM AccountSupplier Organisations StrategyACM Ensuring strategic Definition Contribution to Definition alignment of Customerbusiness Definition innovationServiceICT Application Life- Delivery EnvironmentStrategy cycle Managementbusiness & ITStrategy Application Portfolio processesCapabilitiesTechnologyStrategic Applicatie Port- folio ManagementTransformation DefinitionDefinition Strategic dialogueManagement processes ContractPlanning Quality FinancialSupplierManagementand Control management management managementSupportConnecting processes Enhancement & Change renovation managementDesign UseContinuity support management ImpactanalysisRealizationImplementationConfiguration Operationsmanagement management Software 43OperationalTesting control andOperationalprocessesdistribution processes 44. ASL FrameworkCustomer OCM Account OrganisationsACMSupplier & MarketStrategy Definition Definition Service CustomerICT Application Life- Delivery EnvironmentStrategy cycle ManagementDefinitionStrategy Strategic Applicatie Port- CapabilitiesTechnologyprocesses folio ManagementDefinitionDefinitionManagement processes ContractPlanning Quality FinancialSupplierManagementand Control management management managementSupportConnecting processes Enhancement & Change renovation managementDesign UseContinuity support management ImpactanalysisRealizationImplementationConfiguration Operationsmanagement management Software 44OperationalTesting control andOperationalprocessesdistribution processes 45. Summary ASLOrganizations depend on applicationsApplications are getting more complexAM is also getting more complexAM is economically significantASL offers guidance for AM organizationsOperational, Management, Quality, Strategic45 46. Agenda ASL BiSL Foundation Context BiSL ASL ASL & ITIL V346 47. White PaperThis presentation is based on aWhite Paper jointly commissionedby the OGC andthe ASL BiSL Foundation,and authored by Sharon Taylor (OGC), Machteld Meijer and Mark Smalley (ABF)The White Paper is available onwww.aslbislfoundation.orgwww.best-management-practice.comBest Management Practice stand47 (OGC, APMG and TSO) 48. Creates orchanges services ITIL V3and servicemanagement Service Lifecycle processes Provides theservices in an efficient andeffective manner Validates servicesutility and warrantyand transitions them into the live environment Ensures that the servicesDetermines keepwhich ITaddressingservices should future needsbe provided 48 49. Service StrategyService DesignService Transition Service OperationContinual Service2 Service management as a practice2 Service Management as a practice2 Service Management as a practice 2 Service Management as a practice Improvement3 Service strategy principles3 Service Design principles 3 Service Transition principles3 Service Operation principles2 Service management as a practice 3.1 Value creation 3.1 Goals3.1 Principles supporting Service 3.1 Functions, groups, teams, 3.2 Service assets 3.2 Balanced design Transition departments and divisions3 Continual Service Improvement 3.3 Service provider types 3.3 Identifying service requirements 3.2 Policies for Service Transition3.2 Achieving balance in SO principles 3.4 Service structures 3.4 Identifying and documenting 3.3 Providing service3.1 CSI and organizational change 3.5 Service strategy fundamentals business requirements and drivers4 Service Transition processes3.4 Operation staff involvement in3.2 Ownership3.5 Design activities4.1 Transition Planning and Support Service Design and Service Transition 3.3 Role definitions 4 Service strategy3.6 Design aspects4.2 Change Management 3.5 Operational Health3.4 External and internal drivers 4.1 Define the market3.7 The subsequent design activities 4.3 Service Asset and Configuration 3.6 Communication3.5 Service Level Management 4.2 Develop the offerings 3.8 Design constraints Management 3.7 Documentation3.6 The Deming Cycle4.3 Develop strategic assets 3.9 Service Oriented Architecture 4.4 Release and Deployment 3.7 Service measurement 4.4 Prepare for execution3.10 Business Service ManagementManagement 4 Service Operation processes 3.8 Knowledge Management3.11 Service Design models4.5 Service Validation and Testing 4.1 Event Management3.9 Benchmarks 5 Service economics 4.6 Evaluation 4.2 Incident Management 3.10 Governance 5.1 Financial Management4 Service Design processes4.7 Knowledge Management4.3 Request Fulfilment 3.11 Frameworks, models, standards 5.2 Return on Investment4.1 Service Catalogue Management 4.4 Problem Management and quality systems 5.3 Service Portfolio Management4.2 Service Level Management5 Service Transition common operation 4.5 Access Management 5.4 Service Portfolio Management 4.3 Capacity Management activities 4.6 Operational activities of processes 4 Continual Service Improvementmethods 4.4 Availability Management5.1 Managing communications andin other lifecycle phasesprocesses 5.5 Demand Management4.5 IT Service Continuity commitment4.1 The 7-Step Improvement Management5.2 Managing organization and5 Common SO activities Process6 Strategy and organization 4.6 Information Security stakeholder change5.1 Monitoring and control 4.2 Service reporting6.1 Organizational development Management5.3 Stakeholder management5.2 IT Operations4.3 Service measurement 6.2 Organizational departmentalization 4.7 Supplier Management 5.3 Mainframe Management 4.4 Return on Investment for CSI 6.3 Organizational design 6 Organizing for Service Transition 5.4 Server Management and Support 4.5 Business questions for CSI 6.4 Organizational culture 5 Service Design technology-related6.1 Generic roles 5.5 Network Management4.6 Service Level Management 6.5 Sourcing strategy activities 6.2 Organizational context for5.6 Storage and Archive 5.1 Requirements engineering transitioning a service 5.7 Database Administration 5 Continual Service Improvement 7 Strategy, tactics and operations 5.2 Data and Information 6.3 Organization models to support 5.8 Directory Services Managementmethods and techniques7.1 Implementation through the Management Service Transition5.9 Desktop Support5.1 Methods and techniques lifecycle 5.3 Application 6.4 Service Transition relationship with5.10 Middleware Management5.2 Assessments7.2 Strategy and designother lifecycle stages5.11 Internet/Web Management 5.3 Benchmarking 7.3 Strategy and transitionManagement5.12 Facilities and Data Centre5.4 Measuring and reporting 7.4 Strategy and operation7 Technology considerationsManagement frameworks 7.5 Strategy and improvement 6 Organizing for Service Design 7.1 Knowledge Management tools 5.13 Information Security5.5 The Deming Cycle6.1 Functional roles analysis 7.2 Collaboration Management and Service Operation 5.6 CSI and other service management Application Operational8 Technology and strategy 6.2 Activity analysis7.3 Configuration Management System 5.14 Improvement of operationalprocesses8.1 Service automation6.3 Skills and attributes activities5.7 Summary 8.2 Service interfaces6.4 Roles and responsibilities8 Implementing Service Transition 8.3 Tools for service strategy 8.1 Stages of introducing Service 6 Organizing for Service Operation 6 Organizing for Continual ServiceDevelopment Application7 Technology considerationsTransition6.1 Functions Improvement9 Challenges, critical success factors7.1 Service Design tools 6.2 Service Desk6.1 Roles and responsibilities that and risks 7.2 Service Management tools 9 Challenges, critical success factors 6.3 Technical Management support CSI (Maintenance) Management and risks6.4 IT Operations Management6.2 The authority matrix 8 Implementing Service Design8.1 Business Impact Analysis 6.5 Application 6.3 Summary 8.2 Service Level Requirements Management7 Technology considerations 8.3 Risks to the services and processes6.6 SO roles and responsibilities7.1 Tools to support CSI activities8.4 Implementing Service Design 6.7 SO Organization Structures 7.2 Summary 8.5 Measurement of Service Design 7 Technology considerations 8 Implementing Continual Service 9 Challenges, Critical Success Factors 7.1 Generic requirementsImprovement and risks7.2 Event Management8.1 Critical considerations for7.3 Incident Management implementing CSI7.4 Request fulfilment8.2 Where do I start?7.5 Problem Management 8.3 Governance 7.6 Access Management 8.4 CSI and organizational change 7.7 Service Desk8.5 Communication strategy and plan8.6 Summary 8 Implementation considerations8.1 Managing change in SO 9 Challenges, critical success factors 8.2 SO and Project Management and risks8.3 Assessing/managing risk in SO8.4 Operational staff in Service Designand Transition8.5 Planning and Implementing Service Management technologies 9 Challenges, Critical Success49 Factors and risksSource: OGC, Contents of the Core Publications (1405p) 50. ITIL V3 & Applications Service and Service Lifecycle are dominantgeneric notions in ITIL V3 Applications are part of the service There are packaged and customized applications Development & maintenance of customizedapplications are part of IT Service Management ITIL defines an Application ManagementLifecycle50 51. Terminology: Application Development & Management ASLITIL V3ApplicationApplicationDeveloping new applicationsDevelopmentDevelopmentApplicationApplicationMaintaining existing applicationsManagement DevelopmentApplicationApplicationOperational management of applications Management Management 51 52. Application ManagementLifecycle52Source: OGC 53. Appl. Mgt. Lifecycle & Relevant ITIL V3 ProcessesService ServiceService ServiceContinualStrategyDesignTransitionOperationServiceImprovementRequirements ServPortMgtReqEngReqEngDesign Data&InfoMgtBuild ServVal&TestChM Rel&DepMDeployTransPlan&Sup SV&T SA&CM CapM AvMServAsset&IncidM ReqFOperate ConfigMgt AccessM ProbM ITSContM ISecM ServCatMgtOptimize7StepImprPlan ServLevMgt53 54. Relative strengths of ITIL & ASL in the AM LifecycleITIL ASL54Source: OGC 55. Demand Supply Common usage of ASL, BiSL & ITILIT & Business ITIL InfrastructureInfrastructureManagement SuppliersManagement BiSL Business Information Management ApplicationApplicationUsersSuppliersManagementASL IT Component IT Service IT ServiceSuppliersProviderConsumer Mostly external,Internal IT Dept /Business dept possibly internalexternal provider55 56. Demand Supply Scope of ASL, BiSL & ITILIT & Business ITIL InfrastructureInfrastructureManagement SuppliersManagement BiSL Business Information Management ApplicationApplicationUsersSuppliersManagementASL IT Component IT Service IT ServiceSuppliersProviderConsumer Mostly external,Internal IT Dept /Business dept possibly internalexternal provider56 57. Summary ITIL V3 & ASL ITIL and ASL: similar domains,differing definitions ITIL concentrates on IT services, ASL on application products and services More coverage of Appl.Mgt in ASL focuses on AM, offers ITIL V3 than V2 more specific guidance for AM ITIL has generic guidance that ASL includes applicationis also useful for AM maintenance ITIL helps to achieve greater ASL has a clearer demarcationservice manageability between business and IT 57 58. Information Overload? For even more information [email protected] www.aslbislfoundation.org58 59. Workshop Challenges inApplication Management Solvay Brussels School of Economics and Management Brussels, 26 November 2009 ASL BiSL Foundation Mark Smalley59 60. * Results to be published in a white paperGoals & AgendaGoal Establish current challenges inApplication ManagementAgenda Explanation workshop Determine top challenges Present top challenges Conclusions and wrap-up *60 61. * Results to be published in a white paper Agenda 5 min Explanation workshop 30 min - Split into 4 groups List the challenges that the members of the group currently experience Discuss and explore these challenges Prioritize the challenges (Plot them onto the ASL Framework) 20 min - Presentation (4x 5 min) 10 min Conclusions and wrap-up *61 62. ASL FrameworkCustomer OCM Account OrganisationsACMSupplier & MarketStrategy Definition Definition Service CustomerICT Application Life- Delivery EnvironmentStrategy cycle ManagementDefinitionStrategy Strategic Applicatie Port- CapabilitiesTechnologyprocesses folio ManagementDefinitionDefinitionManagement processes ContractPlanning Quality FinancialSupplierManagementand Control management management managementSupportConnecting processes Enhancement & Change renovation managementDesign UseContinuity support management ImpactanalysisRealizationImplementationConfiguration Operationsmanagement management Software 62OperationalTesting control andOperationalprocessesdistribution processes 63. IT Management Paradigm - What can you change?People IT Process Bus OrgTooling Org Hardware Software Data Info Syst63