the new operational architecture steve ingall 15 th march 2005
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The New Operational Architecture
Steve Ingall15th March 2005
New Operational Architecture 2
Agenda
About Fox IT
What is the Operational Architecture?
What will IT Service Management look like going forward?
What does this mean?
Q&A
New Operational Architecture 3
About Fox IT
We are a focused IT Service Management businessWe aim to become the global authority in IT Service ManagementWe are investing in new IP and methodsWe are investing in our global presence
Joint Venture of Fox IT in Philadelphia and SeattlePartnership in JapanPartnership in IndiaPartnership in SwedenAgency in The GulfAgency in South Africa
We are investing in our own peopleTrainingMethods
Major Recruitment Drive
New Operational Architecture 4
About Fox IT
IT Service Management best practice process engineering, education and implementation services covering:
ITILBS15000ISO17799CObITSFIAMOF / MSF
Utilising techniques and methods like:Six SigmaLeanBalanced ScorecardCMMIEFQM / Baldridge
New Operational Architecture 5
What do you know about operations?
What is the average percentage of IT budget to company turnover?
What is the average percentage of that IT budget spent on support and maintenance?
What is the average annual contribution to revenue attributable to IT usage in an business?
What is the Server:FTE ratio for an effectively managed Wintel server platform?
New Operational Architecture 6
Keep an open mind!
HERE is Pooh Bear, coming downstairs now, bump, bump, bump, on the back of his head,
behind Christopher Robin.
It is, as far as he knows, the only way of coming
downstairs, but sometimes he feels that there really is
another way, if only he could stop bumping for a moment
and think of it.
AA Milne
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Definitions – Operational Architecture
ArchitectureA design which shows how all the necessary components will fit
together
FrameworkA set of assumptions, concepts and practices that constitute a
structure for supporting something else
StandardA practice or product that is employed, especially because of its
excellence and appropriateness
PolicyA statement intended to determine or regulate decisions and
actions
New Operational Architecture 8
OperationA series of actions that perform a change of state in an entity
Operating ModelA schematic description of a system that accounts for it’s
properties which is used to study or measure it’s characteristics and outcomes
ProcessA series of actions or functions bringing about a desired result
IT GovernanceThe ongoing process within which IT is operated, managed
and delivered within a business
Definitions – Operational Architecture
New Operational Architecture 9
Quotes – Operational Architecture
“An engineering design which demonstrates how the IT organisation is able to provide secure, reliable, cost-effective, high availability IT services with the agility to respond to the key business drivers that
deliver sustained business performance”Steve Ingall, Fox IT
“Investors are prepared to pay 20% more on the shares of organisations that have shown good
operational governance practices”McKinsey
New Operational Architecture 10
Operational Architecture Components
Information Data
Knowledge Expertise
Education / Training
Suppliers / Partners
Automation
PEOPLE
PROCESSESPROCESSESTECHNOLOGY
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Benefits of Operational Architecture
Understand the complexity of processes, covering:Describe the processes, the information requirements, the information flows and applications that provide these
Means to identify gaps and overlaps in current operation and identify priorities for service improvement
Means to identify how and where technology and automation might benefit business and operational needs
Coherent business and IT operationsBusiness Strategy : IS Strategy : IT Strategy
New Operational Architecture 12
Example?Commitments Develop & Maintain
Service Design andSourcing
Change andMaintain
the Service
Customer Services
Service andConfigurationManagement
Operate andMonitor
the Service
Supplier and PartnerManagement
FinanicalManagement and
Reporting
Strategy, Policy,Standards and
Resource
CLIENTS
CUSTOMERS
Support & DeliveryRequirements
Service Demands Service Supply
CORP
IT Governance
Service Issues and Service Review Reporting
Security and Risk Management
Best Practice
Client Strategies
Supplier Performance
FinancialReports
Payments
Change Approval
Architectures
Plans ChangeRequests
CapacityRequirements
SolutionDevelopment and
Integration
Statementof Work
8Supplier
Strategies
Cost &PricingModel
Request for Change
Proposal Writing
Supplier Negotitation
ContractedServices
Service Catalogue
8Market
Information
ReleasePlans
OLA
Enhancement / Tuning Request
Contracted Services
Request for Change (Major)
Support
Transition to Operations
AcceptanceCriteria
AcceptanceTesting
AuthorisedChange
Escalation
Resolution
Supplier Performance Review
11
4
3
9
Fixes Incidents
CLIENT
MANAGEMENT
Business Change
Cost
RFC(Major)
Escalation
RFC(Minor)
OLARequirements
Performance
Service
MANAGE
SERVICES
OLAReports
Incidents
Resolutions
Progress
Orders
Queries
10
9
11
12
7
8
4
3
2
6
1
5
Operational Process Arcitecture Version: 1.3
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Why is this important?
SatisfactionEnd CustomerBusiness CustomerIT CustomerIT StaffSuppliers / Partners
FinancialCostReturn on InvestmentBudgetEfficiencyEffectiveness
New Operational Architecture 14
The C’ Level
A. Secure
B. Measurable
C. Reliable
D. Enjoyable
E. Affordable
F. Supportable
G. Legal
H. Adaptable
1. Reliable
2. Affordable
3. Secure
4. Legal
5. Measurable
6. Supportable
7. Adaptable
8. Enjoyable
New Operational Architecture 15
Business Operational Excellence
Business NeedsExploit workflow solutions (e.g. ERP, CRM, SAP)
Do proper Configuration Management
Implement continuous service improvement
Improve the “Speed to Market”
Manage the whole “Supply Chain”
Hand off what you don’t know
Let customers help themselvesBusiness Week - InfoTech Annual Report
New Operational Architecture 16
IT Infrastructure Library
THE
BUSINESS
TECHNOLOGY
Planning to Implement IT Service Management
Application Management
ICTInfrastructureManagement
Security Management
Service Delivery
Service Support
TheBusiness
Perspective
Service Management
UK Office for Government Commerce, 1998
New Operational Architecture 17
IT Infrastructure Library
SecurityManagement
ApplicationManagement
ICT InfrastructureManagement
ServiceSupport
ServiceDelivery
Planning to ImplementService Management
The BusinessPerspective
Software AssetManagement
New Operational Architecture 18
ITIL® v3
8th Nov 2004 - UK Office of Government Commerce & itSMFI announce that the best practice guidance in IT Service Management is to be updated to better meet business needs
Cooperative venture between private and public organisationsProtect commercial impartiality (Crown Copyright)
Close working with BSI and ISO to ensure alignment with ISO20000 (29th April)
New Operational Architecture 19
ITIL® v3
Consultation exercise started January 2005http://www.aspect360.net/itil_survey
http://www.ogc.gov.uk/index.asp?id=1000365
Development?V1 – Government V2 – Vendor V3 – Practitioner?
Scoping?What’s in? What’s out? What’s new? What’s changed?
Knock-on Implications?Standards Tools Education
Other publications Other frameworks
New Operational Architecture 20
Live Video Link to itSMF Office
New Operational Architecture 21
What does this mean to you?
ITIL is the framework for operational architecture“Adopt, Adapt, Improve”
Assess the current operation against BS15000 to identify the Road Map for improvement Use a Balanced Scorecard approach to report performance (possibly using CObIT controls) Use combined Lean and Six Sigma to define a continuous process improvement program Use Excellence Model for quick / repeatable self-assessment of “business-led” Set up education and dedicated team
New Operational Architecture 22
IT will become more essential to the BusinessIT will need to be more intrinsic to the BusinessIT will become more standardisedIT management will become more complexIT service will involve more outsource / managed serviceIT will need to be more professionally managedIT managers will need to become leadersIT will need more professional operationsIT operations will need to be service focusedIT service will need better measurement and reporting
What does this mean going forward?
IT needs an operational architecture!!
ITIL needs an operational architecture!!
