the it operating model
DESCRIPTION
The IT Operating Model. An integrated model for IT. Introduction. Richard Hawkins , Ph.D. VMware Transformation Strategist 35 years in IT – 20 consulting ITIL Expert Certified IT Architect Certified Project manager CISA CSAM. How come IT still doesn’t work right?. - PowerPoint PPT PresentationTRANSCRIPT
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The IT Operating ModelAn integrated model for IT
Introduction
• Richard Hawkins, Ph.D.
• VMware Transformation Strategist
• 35 years in IT – 20 consulting
• ITIL Expert
• Certified IT Architect
• Certified Project manager
• CISA
• CSAM
3
How come IT still doesn’t work right?
• ITSM – ITIL, ITPM, MOF, eTom
• Organizational Change – Kotter, ADKAR, Kubler, Bridge, EFQM
• COBIT – IT Governance
• Project Management – PMI, Prince2
• IT Asset Management - IAITAM
• Virtualization - SAAS, PAAS, IAAS, ITAAS, SDDC, Desktop AAS
• Enterprise/IT Architecture – Zachman, Togaf
• Quality Management – Six Sigma, PDCA, CMMI, ISO9000
• Security – ISO 2700x, ISO31000, NIST
• Risk Management – MOR
• Sourcing, Technology Roadmaps, Application Architectures, Data Management
4
Introducing the IT Operating Model
Service Portfolio Management
Service Development Life Cycle
IT Service Strategy Management
Provide IT Strategy
Provide an overall IT strategy for achieving business goals and objectives
Business GoalsAnd Objectives
IT Governance
Provide IT Governance
Provide structure and criteria for making quality IT business decisions
StrategicInitiatives
Service Portfolio Management
Manage the Service Portfolio
Provide the structure and guidance to manage the service portfolios
IT Business Relationship Management
Manage the Business Relationship
Ensure that IT is proactive in addressing the needs of the business
Continual Service Improvement
Manage Service Improvments
Provide a framework for improving services over time
BusinessRequests(Concept)
ServiceImprovement
Plans
IT Service Suggestions
Manage Service Suggestions
Provide a framework to capture suggestions from all IT processes and functions
ServiceSuggestions
ChangeProposal
Do not Evaluate
Define service, customers, business
outcomesDefine service model
Analyze investments, value and priorities
Risk, Value to Cost, Volatility, Mission
imperatives, ComplianceTrends, Intangible
benefits, Strategic or business fit, Social
responsibility, InnovationNewService
ExistingService
Design Coordination
Manage Solution Design
Manage and track all IT projects and programs
Small Requests
Not Practical
Request Fulfillment
Manage Service Requests
Provide a workflow method for managing service requests
Service Desk
Provide a Single Point of Contact
Provide a single point of contact for all IT related contacts
Provide Self-Service to the end users
Provide Self-Service
Provide a mechanism for end users to report incidents or request services
Provide Security Operations
Respond to Threats
Provide response to known threats
Incident Management
Manage Service Interruptions
Provide a process for managing all exceptions to production services
Problem Management
Manage Recurring Interruptions
Provide a process for managing root cause analysis and incident prevention
Access Management
Manage User Access
Provide a workflow method for managing Access requests
Service and Process Reporting
Manage Reporting
Provide service reports for all active services
7 Step Service Improvement
Manage Improvements
Analyze service and process reports and recommend service improvements
Provide IT Operations
Manage IT Operations
Provide resources to manage IT operations, backup, restore, etc
Service Request
Security Incident
SecurityAlert
Alert
Known Error
Action
Manage Technology Manage Applications
Manage Organizational Change
Request Fulfillment
Does not fit IT strategy
Or un-quantifiedBusiness value
Not Viable
Alters Business goals and objectives
Create value proposition
Business Case
Not feasible
RunGrow
Transform
Define impact on service portfolio
Define impact on service model Project
Charter
Inci
dent
Service Impacts
BuildComplete
Manage Organizational Change
Manage the Organization
Provide tools and techniques to manage organizational change
Manage IT Communications
Provide Centralized Communication
Provide tools and techniques to enable and ensure communications
Innovation
Manage Innovation
Provide sandbox environment for proof of concept and non-standard solutions
Design Solution(Physical
Architecture)
BuildSolution
Develop SolutionCode and Configure
Unit Testing
Analyze Solution(Logical Architecture)
DesignReview
UserAcceptance
TestingProjectClosure
Projectreview
LessonsLearned
Project ClosureProject ExecutionProject PlanningProject Initiation
Service Management Design Artifacts
Service Metrics
InitiationComplete
PlanningComplete
Service Management Transition Artifacts
TransitionComplete
Approved
Project Management Methodology
IT O
pera
ting
Mod
el
Service Strategy
PlaceholderRFC
Service Design Service Transition Service Operations Continual Service Improvement
Service ModelChanges
LogicalArchitecture
PhysicalArchitecture
SolutionDetails
As built
ServiceDesign
Package
Risk Plan
Risk Matrix
Project Plan
Schedule
Quality Plan
Quality
Communications Plan
Communication Plan
Financial Plan
Budget
ResourcePlan
Resources
ProjectCharter
ProjectProposal
ProjectDefinition
Project Proposal
Proposal
Business case or SOW
Business Case
Not Approved
Save proposal and
response
IT Financial Management
Manage IT Finances
Develop and manage the IT budget, Cost Model and tracking methods
Demand Management
Manage IT Demand
Proactively manage the demand for IT resources
Resource Management
Manage People
Assign and track all IT resources
Risk Management
Manage IT Risk
Identify and manage risk in new and ongoing services
Create Monitoring and Service Metrics Requirements
Manage Monitoring Requirements
Create and maintain a framework for service and process metrics
Design Solution(Physical Architecture)
BuildSolution
Develop SolutionCode and Configure
Unit Testing
Analyze Solution(Logical Architecture)
Application Management
Manage Applications
Manage Development and Maintenance of enterprise applications
Technology Management
Manage Technology
Manage development and maintenance of enterprise technology
Data Management
Manage Data
Manage development and maintenance of enterprise data
Service Level Management
Manage Service Levels
Ensure all IT services are delivered to agreed targets
Service Catalog Management
Provide a Service Catalog
Provide a single source of information on all operational services
Availability Management
Manage Availability
Ensure IT services meet agreed availability in a cost effective and timely manner
Capacity Management
Manage Capacity
Ensure IT services meet agreed capacity in a cost effective and timely manner
IT Service Continuity Management
Provide for Business Continuity
Support business continuity by managing risks that could affect IT services
Information Security Management
Manage IT Security
Ensure that the confidentiality, integrity, and availability of the IT assets, data, information and
services meet agreed business needs
Supplier Management
Manage Vendors
Ensure that all contracts and agreements with suppliers support the needs of the business and all
suppliers meet their commitments
Change Management
Manage Change
Provide structure for managing change development and approval
Transition Planning and Support
Manage Tranision
Manage the transition from Development to Production
Release and Deployment Management
Manage Releases
Manage the release of changes into the environment
Service Validation and Testing
Manage Testing and Validation
Manage the integrated testing of services
Knowledge Management
Manage IT Knowledge
Provide a process for managing the creation and maintenance of KIs
Change Evaluation
Manage Solution Value
Provide a process of evaluating the success of changes in the environment
Service Asset and Configuration Management
Manage Configurations
Provide a management repository for all configuration items and service assets
Event Management
Monitor Events
Provide a framework for monitoring and event management
Transition Planning
Operational Change
ManagementSACM Knowledge
ManagementRelease and Deployment
Validation& Testing
ChangeEvaluation
Organizationalchange
EventManagement
TransitionPlan
RFC(s)
ConfigurationItems
KnowledgeItems
DeploymentPlan
TestPlan
KnownErrors
EvaluationPlan
Events &Responses
Org ChangePlan
Early LifeSupport
SupplierManagement
AvailabilityPlanning
CapacityPlanning
Service Catalog
Service LevelManagement
Service Continuity Security
ProcurementPlan
SupplierPlan
AvailabilityPlan
CapacityPlan
ServiceLevel
Agreements
Metrics
Service Description
ContinuityPlan
SecurityPlan
IT Asset Management
Manage IT Assets
Manage the lifecycle of all IT Assets
Service TransitionPackage
PLAN BUILD RUN
Project Portfolio Management
Manage IT Projects
Manage the lifecycle of all IT Projects
Service Architecture
High-Level ServiceDiagram
High-Level BusinessSolution Diagram
ReferenceArchitectures
Service RelationshipDiagrams
Oversee Workload
Govern Intake
Provide Workload Priorities
Can’t fulfillRequirements
Ready forImplementation
Ready to Deploy
Manage Data
Stage Gate 0Invalid Request
Stage Gate 4Resources not available (IT)
Stage Gate 2Not justified(Business)
Stage Gate 1Does not fit in the portfolio
Stage Gate 5Solutions to not fulfill business requirements
Stage Gate 6Business approval to implement
Stage Gate 7Business approval to Deploy
Stage Gate 3Did not meetExpectations
5
BUSINESS
MARKETINGCUSTOMERS
GROWTH
SUCCESS
STRATEGY
VISION SERVICE
LEADERSHIP
ADVANTAGE
SUCCESS
6
BusinessGoals andObjectives
IT StrategyInitiativesMaintenanceGrowth
Business RequestsEnhancementsService RequestsNew Services
CONFIDENTIAL 7ITSM G
ove
rnan
ce
IT Architecture
8
Risk
IT Asset
CONFIDENTIAL 9
SD
LC
10
Security• ISM• SecOps• Access
11
CONFIDENTIAL 12
13
Plan Build Run
Strategy Design Transition Operations Improvement
OrganizationalConstruct
Architecture Applications Infrastructure Operations Administration
14
Initiation
Planning
Execution
TransitionClosure
ProjectManagement
Method
15
Doing IT on Purpose!
16
Case Studies
• Add IT Governance
• Roadmap for ITSM
• Model for Organization Change
• Strategic Merger
• Education tool
• Process Alignment / Architecture