Request to Fulfill Presentation (IT4IT)

Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture

The IT4IT Request to Fulfill Value Stream

Deep Dive Presentation

By Rob Akershoek

January 26, 2016

Copyright © The Open Group 2016

2

Request to Fulfill (R2F) Value Stream

Deep dive


Agenda

» Introduction to the IT Value Chain

» IT Service Model (as the DNA of the IT organization)

» Introduction to the Request to Fulfill value stream

» Use cases / scenarios (illustrating the scope and coverage)

» Key trends and challenges

» Detailed breakdown of Request to Fulfill functional components

» Mapping to best practices and standards (ITIL)

» Key metrics / KPIs

» Benefits summary

3


Service Inbound logistics

Operations

Outbound logistics

Marketing & sales

Build IT Deliver IT Run IT Plan IT

Stra

tegy

Req

uir

emen

ts

IT s

ervi

ces

Use

IT for the IT function ( IT for running the business of IT)

IT Value Chain

Business Value Chain

Sup

po

rt

Dem

and

Req

ues

t

Inci

den

t

Ch

arge

Business

Enterprise Architect Service

Portfolio Managers

IT Developers

Testers Service catalogue manager

IT Operations & Support Staff

Business users

Project Managers

IT has its own value chain…

IT to run the business

Business Analyst 4

Copyright © The Open Group 2016 / Rob Akershoek

5

IT4IT Reference Architecture

REFERENCE ARCHITECTURE

PLAN DELIVER BUILD RUN

Strategy to Portfolio

(S2P)

Requirement to Deploy

(R2D)

Request to Fulfill

(R2F)

Detect to Correct

(D2C)

Governance, Risk and Compliance

Sourcing & Vendor

Finance & Assets

Resource & Project

Intelligence & Reporting

Request to Fulfill within the IT Value Chain

Provide the “end-to-end” picture of how to manage the business of IT


The IT Service Model

6


The IT Service Model

7

Conceptual Service Model

Logical Service Model

Service Catalog

Entry

Realized Service Model

Becomes…

Ordered

Published in… Released/Deployed!


IT4IT™ Reference Architecture

8

Service

Portfolio

Component

Portfolio

Demand

Component

Proposal

Component

Policy

Component

Defect

Component

Requirement

Component

Project

Component

Test

Component

Build

Component

Source Control

Component

Change

Control

Comp.

Problem

Component

Incident

Component

Event

Component

Diagnostics &

Remediation

Component

Usage

Component

Chargeback /

Showback

Comp.

Strategy to

PortfolioRequirement to Deploy Request to Fulfill Detect to Correct

Offer Mgmt.

Component

Offer Consumption Component

Service

Archite-

cture

PolicyRequire-

ment

Scope

Agree-

ment

IT

Initiative

Portfolio

Backlog

Item

Source

Conceptual Service

Blueprint

Concep-

tual

Service

Logical

Service

Blueprint

Test

Case

Defect

Offer

Service

Release

Build

Service

Catalog

Entry

Desired

Service

Model

Usage

Record

Fulfill-

ment

Request

Sub-

scription

Charge-

back

Contract

Request

Problem/

Known

Error

Incident

Event

Service

Monitor

Run

Book

RFC

Service

Monitoring

Comp.

Catalog

Composition

Component

Shopping

Cart

Enterprise

Architecture

Component

Service

Design

Component

Fulfillment

Execution

Comp.

Request

Rationalization

Component

Configuration

Management

Component

Release

Composition

Component

Service Level

Component

Service

Contract

Actual

Service

CIs

Build

Package

Build Package

Component

Service

Release

Blueprint

IT4IT Reference Architecture L1 V.2.0Functional Component

Lifecycle Data Object

Relationship

Service Model Backbone Data Object


Essential Data and Relationships

9

Strategy to

PortfolioRequirement to Deploy Request to Fulfill Detect to Correct

Service

Archite-

cture

PolicyRequire-

ment

Scope

Agree-

ment

IT

Initiative

Portfolio

Backlog

Item

Source

Conceptual Service

Blueprint

Concep-

tual

Service

Logical

Service

Blueprint

Test

Case

Defect

Offer

Service

Release

Build

Service

Catalog

Entry

Desired

Service

Model

Usage

Record

Fulfill-

ment

Request

Sub-

scription

Charge-

back

Contract

Request

Problem/

Known

Error

Incident

Event

Service

Monitor

Run

Book

RFC

Shopping

Cart

Service

Contract

Actual

Service

CIs

Build

Package

Service

Release

Blueprint

IT4IT Reference Architecture L1 V.2.0


Service life cycle – on a repeatable, predictable, coherent and future safe reference architecture

Strategy to Portfolio

• Strategy

• Service portfolio

• Demand

• Selection


• Plan & design

• Develop

• Test

• Deploy

Request to Fulfill

• Define & publish

• Subscribe

• Fulfill

• Measure

Detect to Correct

• Detect

• Diagnose

• Change

• Resolve

Phases for each value stream

10


Request to Fulfill – Triggers

11

Consumers

IAAS

PAAS

SAAS

Vendor & technology stack integration

Deployment / provisioning

Provision, Deployment,

Configure IT resources and Services

Self service portal

Request to Fulfill

Provision Infrastructure Resources

API


Deploy new Releases or Fixes

Service Development

I need a test environment, deploy a new release of an IT service, …

Resolve incident / problem

AP I

Detect to Correct

Monitoring

Update configuration settings to resolve a

problem, add capacity, …

I need a new laptop, I want access to a business

application or subscribe to an IT service, Please reset my password,

I need…


Example R2F use cases / scenarios

» End-user computing services (e.g.

new laptop, install additional

software, order mobile phone, …)

» Access requests to IT services,

business applications or IT

resources

» Job changes affecting IT

subscriptions such as Joiner,

Mover and Leaver (HR changes)

» Common high volume recurring

requests such as password resets

» Decommission or cancel

subscriptions

» …

12

» IT specialists (such as DevOps teams)

requesting infrastructure services (e.g.

new servers, databases, additional

capacity, etc.) or request a complete

stack or test environment.

» Deployment of new service/application

releases (e.g. continuous delivery) on

test or production environments

» Install patches, updates / upgrades and

fixes

» Second day operations: adjust capacity

and resource allocation (to optimize

performance, costs, etc.) e.g. add CPU,

Memory, Disk, …

» …

Business and End-User Requests IT employees (e.g. Developers, DevOps Teams)


Design & Publish Subscribe Fulfill Measure

Request to Fulfill phases and activities

13


• Mash catalog

items from all

fulfillment

engines

• Set pricing,

options, and SLA

• Publish services



14


• Mash catalog

items from all

fulfillment

engines

• Set pricing,

options, and SLA


• Portal

engagement

• Personalized

experience

• Self-service

• Manage

subscriptions



15


• Mash catalog

items from all

fulfillment

engines

• Set pricing,

options, and SLA


• Portal

engagement

• Personalized

experience

• Self-service

• Manage

subscriptions

• Route fulfillments

• Automate

deployment

• Multi-vendor

sourcing

• Integrate with

change mngt,

CMDB



16


• Mash catalog

items from all

fulfillment

engines

• Set pricing,

options, and SLA


• Portal

engagement

• Personalized

experience

• Self-service

• Manage

subscriptions

• Route fulfillments

• Automate

deployment

• Multi-vendor

sourcing

• Integrate with

change mngt,

CMDB

• Service usage

measurement

• Chargeback/

showback

• Cost transparency

• Surveys and

ratings



17


18

Windows Hosting

Self service portal

Productivity Software

Amazon Resources

LAMP stack

Databases

Linux

Salesforce

Standard Laptop

Storage

Hosting platform

Workday

Mobile Phone

Web server

Azure services

…

>>

Build the IT menu card


Business Agility Suffers Greater Flexibility = Agility

Cloud Management Abstraction of applications

from infrastructure, with

policy-based coordination &

automation

Virtualization

Greater Flexibility = Agility

Cloud Management XAAS Cloud, Hybrid cloud,

Converged Infrastructure,

Containers,

Micro-Services

IAAS

Shared storage and

compute capacity

PAAS SAAS

Past Until recently Now going forward…

Continuous changing IT menu…XAAS

DC onsite or co-located


Example: Cloud provisioning and deployment

Service Platforms (XAAS) Application Application Application Application Application Application

Data Data Data Data Data Data Data Data

Interface Interface Interface Interface Interface Interface Interface Interface

Access Access Access Access Access Access Access Access

Application Config

Application Config

Application Config

Application Config

Application Config

Application Config

Application Config

Application Config

VM

Middleware Middleware

VM VM

Middleware

PAAS (x)

PAAS Platform

IAAS (x) SAAS (x)

Application

Hosting & Storage


Key trends affecting Request to Fulfill

» Consumerization (end-user experience with other web shops)

» Cloud computing (e.g. SAAS, PAAS, IAAS) and hybrid clouds

» DevOps, Continuous Delivery and Agile development (more releases)

» Bring your own .. (e.g. BYOD)

» Software Defined Networking (SDN) or Service Define enterprise (SDx)

» Infrastructure as code

» Converged infrastructure

» AppStores

» Mobility

» Micro-services and SOA architectures

» New deployment methods such as containerization (e.g. using Docker)

» Security (e.g. vulnerabilities, access management)

» Topology based / blueprint deployments (e.g. using TOSCA)…

» API economy (using RESTfull APIs)

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API

https://www.google.nl/imgres?imgurl=https://cdn0.iconfinder.com/data/icons/logistic-and-shipping/78/Logistic_shipping_delivery_service_transportation_transport-02-512.png&imgrefurl=https://www.iconfinder.com/icons/381153/container_delivery_holding_hook_lift_lifting_loading_logistic_ocean_sea_service_ship_shipping_train_transport_transportation_icon&docid=l3Lo4JZhCd3hLM&tbnid=ER8KkdkNNuT1ZM:&w=512&h=512&ved=0ahUKEwjMmZ7cwrXKAhVC1BoKHWBHATcQxiAIBzAF&iact=c&ictx=1


22

More requests, releases and changes

(e.g. due to continuous delivery)

Key challenges addressed

More service / application components

(e.g. micro-services)

More vendors in the eco-system

(such as cloud providers)

More frequent product catalog changes (e.g. technology refresh)

More flexible cost models (consumption based; pay

as you go)

Faster fulfillment of requests with fewer errors

(time to value)

More control on access and usage of IT resources

Improved user experience using self service / single

portals

Reduce risks and reduced number of incidents

Reduce manual effort and lower cost of deployment (automated provisioning)

Reduce waste, over-capacity and un-used

licenses

More dynamic resource allocation (e.g. auto-

scaling; on/off)


Changing to a new economy Request to

Fulfill

• Paper based

• No consolidated catalogue

• On stock

• Built to order

Bureaucratic Common today

• Consolidated catalogue

• Service broker

• Automated

• Configured to order

Self-service

Next wave

Design & Publish

23



Fulfill

• Generic, email/forms-driven, no self service portal

• Fragmented

• Politicized (“who you know”)

• Paper based


• On stock or Built to order


• Self service portal

• Automated and personalized

• Aggregated (one-stop shop)


• Service broker

• Automated


Self-service

Next wave

Design & Publish Request & Subscribe

24



Fulfill


• Fragmented


• Limited control on access to IT resources

• Paper based


• On stock

• Built to order

• Multiple hand-offs, long lead times

• Manual fulfillment, No traceability

• No CMDB update and hand-off to operations

• No subscription administration





• Controlled access to IT services and resources (and auditable)


• Service broker

• Automated


• Automated Workflow

• Management by exception, instrumented from request to release

• Optimized for consumption

• Orchestration and integration across multiple vendors

Self-service

Next wave


Fulfill


• No transparency on consumption and costs

• Overcapacity and unused resources

• Blanket allocations

• Anecdotal service quality reports


• Fragmented


• Paper based


• On stock

• Built to order

• Multiple hand-offs, long lead times

• Manual fulfillment, No traceability

• No CMDB update and hand-off to operations

• No subscription administration


• Pay per drink

• Continual user experience measurement and management

• Insight in consumption and cost – reduced waste and over-capacity




• Controlled access to IT services and resources (and auditable)


• Service broker

• Automated


• Automated Workflow

• Management by exception, instrumented from request to release

• Optimized for consumption

• Orchestration and integration across multiple vendors

Self-service

Next wave

Changing to a new economy


Fulfill Measure

Request to Fulfill


IT4IT™ Reference Architecture

27


Usage

Component

Chargeback /

Showback

Comp.

Offer Mgmt.

Component


Offer

Service

Catalog

Entry

Desired

Service

Model

Usage

Record

Fulfill-

ment

Request

Sub-

scription

Charge-

back

Contract

Request

Catalog

Composition

Component

Shopping

Cart

Fulfillment

Execution

Comp.

Request

Rationalization

Component

28

IT4IT Request to Fulfill Functional Components Presents the offers with associated descriptions, pictures, prices, and purchasing options to prospective consumers. Manages the shopping chart.

Orchestrates the delivery of the various requests amongst (one or more) fulfillment engines (and service providers) in order to deliver the IT service.

The Catalog Composition functional component creates, updates, and publishes Service Catalog Entries (provided by internal and external vendors)

Aggregates the Service Catalog entries into consumable offers. It builds and publishes the various offerings into Offer Catalogs and makes these available for consumers.

Manages the life cycle of the request including approval workflows. Breaks down and routes services requests to appropriate Fulfillment Execution engines.

Provides chargeback or showback for services using the cost model. It also consolidates IT service Subscription (right to use) and actual Usage as the usage may differ from the right to use.

Tracks actual usage of subscribed IT services by gathering IT service usage metrics, activity, and history. It processes and breaks down usage information for each subscription, its consumers, providers, etc.


Usage

Component

Chargeback /

Showback

Comp.

Offer Mgmt.

Component


Offer

Service

Catalog

Entry

Desired

Service

Model

Usage

Record

Fulfill-

ment

Request

Sub-

scription

Charge-

back

Contract

Request

Catalog

Composition

Component

Shopping

Cart

Fulfillment

Execution

Comp.

Request

Rationalization

Component

29

Continuous cycle, closed loop

Maintain catalogue items (aggregated from multiple vendors) Deploy, release, provision,

and configure including updating the CMDB and license administration.

Order service from the web shop

Create consolidated offerings from the available services in the catalogue.

3

Cancel or modify subscription

Show actual cost and consumption to user and/or service owner (and influence behavior)

Manage the request approval and fulfillment; manage subscriptions

4

5

6

7

8

2

1

Monitor actual usage and consumption


Request to Fulfill – ITIL Process Mapping

30

REQUEST TO FULFILL

Request fulfillment


Request to Fulfill – ITIL Process Mapping

31

REQUEST TO FULFILL

Request fulfillment

Service catalogue management

Access management

Service Asset & Configuration management

Release & Deployment Management

Change management

Capacity management (usage component)

Financial management for IT (for showback / chargeback)

Supplier management

Service level management



Create a single user experience

33

My Services / Engagement Experience Portal / Self Service portal

Browser service catalogue

View current subscriptions &

assigned resources

Conduct survey / provide

feedback / raise ideas

View planned changes / releases

Cancel or modify

subscriptions

View consumption &

costs

Self service provisioning (+

tracking & tracing)

Raise incidents / questions or

issues

View actual status (and performance)

of IT services / Resources

Search for Knowledge (self

help) and documents

View news / bulletin board

Collaborate / Chat


Cost Efficiency

Standard subscription and

fulfillment process with

policies and automation

Consumer Experience

Consumers easily find and

subscribe via self service

(improved user experience)

Traceability

Across approvals, subscriptions,

usage and chargeback,

auditability

Single Catalog

Single offer catalog with multiple

fulfillment providers enforcing

technology standards

Value drivers for Request to Fulfill

Cost Optimization

Recover expired and unused

subscriptions and licenses,

reduce overcapacity / waste

Service Broker

Transition from request

management to a service

broker

Time to Value

Faster delivery / fulfillment of

service requests

Compliance and Control

Improved control on access to IT

services and resources (lower

risks)

Quality

Successful deployments

without causing incidents /

First time right

34


KPIs for Request to Fulfill

% of successful deployments / fulfillments

Quality

% of subscriptions active or expiring

Service Broker

Time to value, % delivered on time

Speed

% service / capacity utilization

Usage & Utilization

% self-service requests, cost of fulfilment per item

Costs Customer satisfaction survey results; meet customer expectations

Satisfaction

35

% request delivered on time with no exceptions

Vendor performance

Unauthorized access; standardized configurations

Compliance


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Request to Fulfill Presentation (IT4IT)