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Request to Fulfill Presentation (IT4IT)
The document presents a deep dive into the 'Request to Fulfill' (R2F) value stream within the IT4IT reference architecture, detailing its role in managing the IT service model and operational processes. It outlines use cases, functional components, key metrics, and challenges faced when addressing modern IT service demands, emphasizing automation and improved user experience. The document also discusses how to leverage best practices and ITIL mapping to facilitate effective service fulfillment and optimize resource management.
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Request to Fulfill Presentation (IT4IT)
- 1. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture The IT4IT Request to Fulfill Value Stream Deep Dive Presentation By Rob Akershoek January 26, 2016
- 2. Copyright © TheOpen Group 2016 2 Request to Fulfill (R2F) Value Stream Deep dive
- 3. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture 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
- 4. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture ServiceInbound logistics Operations Outbound logistics Marketing & sales Build IT Deliver IT Run ITPlan IT Strategy Requirements ITservices Use IT for the IT function ( IT for running the business of IT) IT Value Chain Business Value Chain Support Demand Request Incident Charge 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
- 5. Copyright © TheOpen Group 2016 / Rob Akershoek 5 IT4IT Reference Architecture REFERENCE ARCHITECTURE PLAN DELIVERBUILD 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
- 6. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture The IT Service Model 6
- 7. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture The IT Service Model 7 Conceptual Service Model Logical Service Model Service Catalog Entry Realized Service Model Becomes… Ordered Published in… Released/Deployed!
- 8. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture 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 Portfolio Requirement to Deploy Request to Fulfill Detect to Correct Offer Mgmt. Component Offer Consumption Component Service Archite- cture Policy Require- 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.2.0 Functional Component Lifecycle Data Object Relationship Service Model Backbone Data Object
- 9. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture Essential Data and Relationships 9 Strategy to Portfolio Requirement to Deploy Request to Fulfill Detect to Correct Service Archite- cture Policy Require- 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
- 10. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture Service life cycle – on a repeatable, predictable, coherent and future safe reference architecture Strategy to Portfolio • Strategy • Service portfolio • Demand • Selection Requirement to Deploy • 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
- 11. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture 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 FulfillProvision Infrastructure Resources A P I Requirement to Deploy Deploy new Releases or Fixes Service Development I need a test environment, deploy a new release of an IT service, … Resolve incident / problem A P 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…
- 12. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture 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)
- 13. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture Design & Publish Subscribe Fulfill Measure Request to Fulfill phases and activities 13
- 14. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture • Mash catalog items from all fulfillment engines • Set pricing, options, and SLA • Publish services Design & Publish Subscribe Fulfill Measure Request to Fulfill phases and activities 14
- 15. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture • Mash catalog items from all fulfillment engines • Set pricing, options, and SLA • Publish services • Portal engagement • Personalized experience • Self-service • Manage subscriptions Design & Publish Subscribe Fulfill Measure Request to Fulfill phases and activities 15
- 16. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture • Mash catalog items from all fulfillment engines • Set pricing, options, and SLA • Publish services • Portal engagement • Personalized experience • Self-service • Manage subscriptions • Route fulfillments • Automate deployment • Multi-vendor sourcing • Integrate with change mngt, CMDB Design & Publish Subscribe Fulfill Measure Request to Fulfill phases and activities 16
- 17. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture • Mash catalog items from all fulfillment engines • Set pricing, options, and SLA • Publish services • 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 Design & Publish Subscribe Fulfill Measure Request to Fulfill phases and activities 17
- 18. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture 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
- 19. Copyright © TheOpen Group 2016 Business Agility Suffers Greater Flexibility = Agility Cloud ManagementAbstraction of applications from infrastructure, with policy-based coordination & automation Virtualization Greater Flexibility = Agility Cloud ManagementXAAS 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
- 20. Copyright © TheOpen Group 2016 Example: Cloud provisioning and deployment Service Platforms (XAAS) Application Application Application Application Application Application Data Data Data Data Data DataData Data Interface Interface Interface Interface Interface InterfaceInterface Interface Access Access Access Access Access AccessAccess 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
- 21. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture 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) 21 API
- 22. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture 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)
- 23. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture Changing to a new economy Request to Fulfill • Paper based • No consolidated catalogue • On stock • Built to order BureaucraticCommon today • Consolidated catalogue • Service broker • Automated • Configured to order Self-serviceNext wave Design & Publish 23
- 24. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture Changing to a new economy Request to Fulfill • Generic, email/forms-driven, no self service portal • Fragmented • Politicized (“who you know”) • Paper based • No consolidated catalogue • On stock or Built to order BureaucraticCommon today • Self service portal • Automated and personalized • Aggregated (one-stop shop) • Consolidated catalogue • Service broker • Automated • Configured to order Self-serviceNext wave Design & Publish Request & Subscribe 24
- 25. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture Changing to a new economy Request to Fulfill • Generic, email/forms-driven, no self service portal • Fragmented • Politicized (“who you know”) • Limited control on access to IT resources • Paper based • No consolidated catalogue • 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 BureaucraticCommon today • Self service portal • Automated and personalized • Aggregated (one-stop shop) • Controlled access to IT services and resources (and auditable) • Consolidated catalogue • Service broker • Automated • Configured to order • Automated Workflow • Management by exception, instrumented from request to release • Optimized for consumption • Orchestration and integration across multiple vendors Self-serviceNext wave Design & Publish Request & Subscribe Fulfill
- 26. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture • No transparency on consumption and costs • Overcapacity and unused resources • Blanket allocations • Anecdotal service quality reports • Generic, email/forms-driven, no self service portal • Fragmented • Politicized (“who you know”) • Paper based • No consolidated catalogue • 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 BureaucraticCommon today • Pay per drink • Continual user experience measurement and management • Insight in consumption and cost – reduced waste and over-capacity • Self service portal • Automated and personalized • Aggregated (one-stop shop) • Controlled access to IT services and resources (and auditable) • Consolidated catalogue • Service broker • Automated • Configured to order • Automated Workflow • Management by exception, instrumented from request to release • Optimized for consumption • Orchestration and integration across multiple vendors Self-serviceNext wave Changing to a new economy Design & Publish Request & Subscribe Fulfill Measure Request to Fulfill
- 27. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture IT4IT™ Reference Architecture 27
- 28. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture Usage Component Chargeback / Showback Comp. Offer Mgmt. Component Offer Consumption 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.
- 29. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture Usage Component Chargeback / Showback Comp. Offer Mgmt. Component Offer Consumption 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
- 30. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture Request to Fulfill – ITIL Process Mapping 30 REQUEST TO FULFILL Request fulfillment
- 31. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture 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
- 32. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture
- 33. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture 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
- 34. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture 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
- 35. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture KPIs for Request to Fulfill % of successful deployments / fulfillmentsQuality % of subscriptions active or expiring Service Broker Time to value, % delivered on timeSpeed % service / capacity utilization Usage & Utilization % self-service requests, cost of fulfilment per itemCosts Customer satisfaction survey results; meet customer expectations Satisfaction 35 % request delivered on time with no exceptions Vendor performance Unauthorized access; standardized configurations Compliance
- 36. Copyright © TheOpen Group 2016 / Rob Akershoek IT4IT Reference Architecture 36 Find out more Public: http://opengroup.org/IT4IT • Join the Forum and contribute to building the standard! • Download the standard • Download the IT4IT Quick Reference Cards • Order the Pocket Guide • Watch videos of customers • View past webinars • Find white papers IT4IT Management Guide: Order book @ Van Haren
- 37. Copyright © TheOpen Group 2016 37 Thank you for your attention I hope you have a great event with us …