Transcript Slide 1

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The Barefoot Cobbler's Child: an
Enterprise Architecture for IT
Service Management, Resource
Planning, and Governance
Charles T. Betz
Enterprise Architect
Author, www.erp4it.com
7/21/2015
www.erp4it.com
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Trying to make sense of the
enterprise IT world
• IT Governance
• Portfolio Management
–
–
–
Project Portfolio Management
Application Portfolio Management
IT Portfolio Management
–
–
–
–
–
–
–
–
Change
Incident
Config
Asset
Release
Capacity
Continuity
… more
–
ITIL, COBIT, CMM, TOGAF,
IEEE/ISO/ANSI, …
• IT Service Management
• Standards
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• Business Service
Management
• Enterprise Architecture
• Configuration
Management
• Application/Technology
Relationship Mapping
• Application
Profiling/Reverse
Engineering
• IT Discovery
• Data & Metadata
Management
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The basic elements of
architecture
• Process
– What you are doing
• Data
– The information you need
• System
– How you are doing what you are doing
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The major IT functional areas
Plan
Authorize
& direct
Measure &
report
Authorize
& direct
Progress
feedback
Quality feedback
Build
Run
Deploy
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The IT digital dashboard Planning
• What are the most promising future investments in
my IT portfolio?
• What current investments are good?
questionable? bad?
– For an application/service, what are the total costs
(w/drilldowns) of acquisition and operations? Including
shared or amortized costs…
– What are the steady-state drivers
of my operational costs?
– What cyclic events (lease, capacity,
technology refresh) do I need to
plan for?
– What are the impacts/dependencies?
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The IT digital dashboard –
Construction/evolution
• I need to upgrade service or system X…
– What is its complete bill of materials?
– Top to bottom interdependencies & their nature?
• What systems use data element Y?
– What does it mean?
– What is its lineage?
– What security/privacy policies apply to it?
• What is the current status of
the software development lifecycle
across & within projects?
– What major changes are upcoming?
– What is the current overall degree of change in my
systems?
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The IT digital dashboard Managing
• How am I spending my IT dollars?
– Development
– Support/Operations
• What is the operational status & trending of my
systems?
– Incident & Problem
– Support & Maintenance
– Change
• How do my incident/problem metrics
relate to my change activities?
• Business impact of technical issues
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Current process frameworks
• COBIT
• Val IT
• CMM
• ITIL
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IT framework maturity model
Build the thing and deploy it!
Level 1
Level 2
Level 3
Value Chain
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Supporting process
Supporting process
Build the thing and deploy it!
Supporting process
Supporting process
Supporting process
Supporting process
Supporting process
Supporting process
Supporting process
Supporting process
Supporting process
Build the thing and deploy it!
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Support Activities
Firm Infastructure
Support Activities
IT Governance & Enablement (Firm Infastructure)
Human Resource Management
Primary Activities
Primary Activities
Outbound
Logistics
Requirements
Management
(Inbound
Logistics)
Solutions
Development
(Operations)
Release
Management
(Outbound
Logistics)
Service
Support
(Service)
IT
Procurement
Operations
Demand/
Relationship
Management
(Marketing
and Sales)
Margin
Sourcing and Vendor Management (Procurement)
Technology Development
Inbound
Logistics
Human Resource Management
Enterprise Architecture/Service Delivery (Technology Development)
Margin
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Generic value chain
Marketing
and Sales
Service
• Michael Porter
• IT is just an enabler
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Support Activities
Enterprise Architecture & Portfolio Management
Risk, Security & Compliance
Facilities and Operations
Enterprise Architecture/Service Delivery (Technology Development)
Demand/
Relationship
Management
(Marketing
and Sales)
Requirements
Management
(Inbound
Logistics)
Solutions
Development
(Operations)
Release
Management
(Outbound
Logistics)
IT
•
•
IT Enablement
Margin
Sourcing and Vendor Management (Procurement)
Primary Activities
Sourcing, Staff and Vendors
Human Resource Management
Service
Support
(Service)
Primary Activities
Support Activities
IT Governance & Enablement (Firm Infastructure)
IT Finance
Margin
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Run IT as a business?
Demand/
Relationship
Management
Solutions
Development
Service
Support
A firm whose business is IT
or, an internal IT provider considered as its own value chain
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Cross-functional integration
• Identify portfolio entries
once
Governance
– Governance to
development & ops
• Identify dependencies once
Authorize
& direct
– Development to operations
Quality feedback
Development
• Operations feedback to
development
– Hold teams accountable
for quality of systems as well
as time/cost/features
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Authorize
& direct
Progress
feedback
• Development feedback to
governance
– Suitability of standards as
well as adherence!
Measure &
report
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Operations
Deploy
• Operations metrics to
Governance
– Based on same portfolio
as Development
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Process challenges
• Defining “portfolio management”
• Service entry points
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Customer Relationship Management
Demand Management
RFCs
Service Requests
Incidents
• Proper scope of config and change
(ITIL issues)
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Service Desk debates
• Can all
business/IT
interactions
be effectively
channeled
through the
Service Desk?
Business
IT
Business Management
RFIs &
responses
Customer Liaison
Demand Management
RFPs &
projects
Service Delivery
End-user Community
Service
requests
Service Support
Service
Entry
Points
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(see book, p. 93)
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Who is this man
and what does he want?
• Ralph Szygenda, CIO, General Motors
• “The next thing is IT ERP. At GM, the complexity of
managing IT is an astronomical thing.”
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What is ERP?
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First generation enterprise resources: money,
productive capital, goods, and people . . .
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Next generation ... relationships,
intellectual property, and information
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In the first four resources . . .
• Documents and transactions rule
• Quantity & workflow
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information … a fundamentally
different enterprise resource
• The data sets are smaller and more
intricately linked
• Managing complexity, not scale
• How to add, change, or remove without
unintended consequences?
– This is usually not a problem in the other domains.
• The importance of a model…
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Why do we care about
data?
• We want to apply performance
optimization techniques to IT itself
• This requires metrics management; i.e.,
business intelligence
• Metrics provide the information we need
to optimize processes
• Information is nothing more than contextrelevant, actionable data
• Therefore, IT process improvement
depends on a foundation of clean, highquality data
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Core IT information is currently
mis-aligned and mismanaged
• Multiple conflicting portfolios
– Applications
– Hardware
– Projects
• No recognition of portfolios as
reference data
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Conceptual
Contains
Strategy
Program
data
model
Uses
Idea
Configuration Item (CI)
Demand Request
Operational CI
Project
Service
Request
Service Offering
Orderable
Service
Technology
Product
Hosting Service
Asset
Production CI
Release
Service
Request for
Change
Ordered
Service
Application
Business
Process
Deployed Object
Problem
Deployed Software System
OS Instance (Server)
Known Error
Incident
Deployed
Component
Deploy Point
Location
Datastore
Machine
Event
Metric
Document
Agreement
Contract
Assembly CI
Metadata
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Data architecture
challenges
• Service offering, service request, service, nonorderable service
• Business process, service, application
• Technology vs. application
• Server vs. machine
• General principle: data should be captured in
primary value chain, not supporting processes!
• Matrix data to process and system. Determine
systems of record for each entity.
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Example process/data
interaction pattern
cd Incident/Problem
Project
management
activities to mitigate
problem.
Problem feeds back
into demand cycle "fix this thing"
Manage
Incident &
Problem
Manage
Demand
Create Problem
Aggregate problems for
that service used in
portfolio assessment for
next planning cycle.
Problem cited as
justification for
production change.
Manage
Production
Change
Deliv er
Solution
Use Problem
Manage
Portfolio
Aggregate Problem
Use Problem
Create Incident
Use Problem
Incident is reported
and is elevated to
Problem status.
Incident
Problem
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An iterative approach to the
CMDB
Application
Server
Application
Server
Datastore
OS Instance
(Server)
Application
Machine
Datastore
Application
Deployed Software System
OS Instance
(Server)
Machine
Datastore
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Systems in scope
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•
Plan/Control
•
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Portfolio Management
Demand Management
Service Management
Capacity Planning
Enterprise Architecture
Business Continuity
Risk Management
Contract Management
Asset management
Vendor/Procurement
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Project Management
Requirements Management
Software Asset Management
SOA Management
Issue Management
Software Configuration Management
Software Test Management
Reverse Engineering/Analysis
Build
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Run
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•
Build-run
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•
Security Management
Element Management
Change Management
Enterprise Monitoring
Incident/Problem
Service Request Management
Job Scheduling
Release Management
Computer Assisted Software
Engineering
Integration Management
Information
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Metadata repository
Configuration management database
Knowledge management
Document management
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Simplified system model
Demand/Portfolio Management System
Proj ect
Management
System
Capacity Planning
System
IT Financial
Management
System
Softw are Test
Management
System
Architecture
and CASE
Systems
Configuration Management System
Serv ice Desk System (multi-purpose)
Integration Management (incl.
SOA)
Serv ice
Request
Management
System
Change
Management
System
Softw are
Configuration
Management
System
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Incident/Problem
Management
System
Element
Management
Systems
Av ailability Management System
Prov isioning System
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Systems architectures
• Need enterpriseclass, modern
architectures
Plan/Control
Minimize (ideally 1-2)
Build
Manage for
redundancy
Information
Management
Minimize (ideally 1-2)
– Object/relational
– Admin-level
flexibility
– Configurable
forms
– SOA
Run
Manage for
redundancy
Build-Run
Manage for
redundancy
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Configuration Management
and Metadata Management:
Two sides of the same coin?
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What is “metadata”?
A view from the data analysis
community:
“Metadata describes critical elements
of data scattered across the
organization.” (Jahn)
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Scope, scope, scope
All of the following are metadata according to current
metadata experts
•
•
•
•
•
•
•
•
•
Software portfolio (application inventory)
IT assets (hardware inventory)
File, database, object, class, and component
definitions
Business process documentation
Organizational structure as it relates to IS system
control (e.g., data stewardship, business process
ownership)
Data transformations
Batch job operations
Data quality statistics
Software configuration management
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Problems with
the metadata vision
• Keeping it up to date
– Data warehouse before the operational
system?
• Technical metadata
• Integration metadata
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Configuration management
according to ITIL
• The Configuration Management system
– identifies relationships between an item that is to be
changed and any other components of the
infrastructure,
– thus allowing the owners of these components to be
involved in the impact assessment process.
• Whenever a Change is made to the infrastructure,
– associated Configuration Management records
should be updated in the CMDB.
– Where possible, this is best accomplished by use of
integrated tools that update records automatically as
Changes are made.
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A useful but problematic picture
IT Customer (“The business”)
Element
Management
Incidents
Incidents
Service Desk
Incident
Management
Problem
Management
“The ServiceSupport
Process Model”
Change
management
Release
Management
Configuration
Management
Configuration Management Database (CMDB)
Approximation of well known ITIL graphic
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Comments
•
IT Customer (“The business”)
Element
Management
Incidents
Incidents
Service Desk
Incident
Management
•
Problem
Management
•
Change
management
Release
Management
Configuration
Management
•
Poses challenging concept of a
centralized IT coordination system,
which certainly did not exist at the
time and arguably not even
now…
It is the closest thing ITIL has to an
architectural drawing
The most obvious reading starts
top left, with “incident.” This is
indicative of ITIL’s operational bias.
The true IT value chain starts with
ideation, as ITIL admits in other
volumes.
This picture will almost certainly not
be seen in ITIL v3
Configuration Management Database (CMDB)
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Decomposing the troublesome
word “configuration”
• A configuration item – a discrete object of a given type.
– The router, the server, the software, the application.
• The “configuration” of the item itself - the value of its
attributes, parameter settings, etc.
– The router's IPv6 support is turned off.
– The server has 6 hard drives, and "Wake on LAN" is turned OFF.
– The Apache installation is running on port 8080.
• The “configuration” of the item with respect to other items:
dependencies, associations, feeds, etc.
– Oracle Financials receives a feed from CA Clarity.
– Price Lookup at the POS register requires Enterprise Catalog to
be on line.
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Three kinds of configuration
management
• Software
• Element
• Enterprise
– Enterprise configuration management
conceptually may include
• Enterprise architecture
• Metadata management
• Core “CMDB” products and their
associated suites
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The fundamental business purposes of
configuration management
• Providing on-demand insight into
complexity
– Saving research time
– Especially during crises
• Ensuring the right people are talking
to each other
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Scope of CMDB
From ITIL Service Support
volume:
• Infrastructure servers
• Mainframes
• Customer and supplier
databases [why stop
there?]
• Operational
environments and
applications supporting
regulated business
systems
• Mission-critical services
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• Desktop builds and
software licences
• Networks.
• Items that could affect
regulatory compliance
for the organisation
• EDI and database feeds,
e.g. payroll feeds
• External interfaces to
trading partners,
suppliers, Customers and
business partners
• Interfaces to branches
with Customer systems
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Other possible CMDB
data sources
From ITIL Service Support volume:
• Requirements analysis
and design tools, systems
architecture and CASE
tools
• Database management
audit tools
• Document-management
systems
• Distribution and
installation tools
• Comparison tools
• Build and release tools
• Installation and deinstallation tools
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• Compression tools
• Listing and
configuration baseline
tools
• Audit tools (also called
'discovery' or
'inventory' tools)
• Detection and
recovery tools
• Reporting tools
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Metadata repository vs. CMDB
Development processes
CASE tools
Source code
scanners
DBMS scanning
Development
MDR
Operations
CMDB
SCM tools
Management frameworks
Non-database discovery tools
Config, change, incident,
problem, release, etc.
This is the BIG difference!
Maintenance processes
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Integrating data management and
configuration management
• Data models and databases are (or should be)
configuration items
– CIs can be logical as well as physical – most notably,
“Service” and “Application” are seen as CIs by ITIL.
– Data definitions? Entities? Tables? Data elements?
Why not? – especially if sensitive.
• Instituting formal change control can strengthen
data QA (DA/DM should be a formal change
approver).
• Both CMM and ITIL can help here.
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Can my metadata repository
also be a CMDB?
• Possibly, but…
– Most ITIL suites integrate at least change, config,
and incident.
– More convenient, but also greater vendor lock-in.
• Stand-alone CMDBs do exist
– One can decouple the CI inventory from process
applications through unique IDs (e.g. URLs/URIs)
– Your repository starts to turn into an OLTP tool; be
ready
• Note: There is no such thing as “ITIL-Certified” or
“ITIL-Compliant” with respect to software.
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Repository as CMDB - 2
Simple data
Complex data
Are you ready for complex data?
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Challenges of complex data
• Deep inheritance from
highly abstract supertypes
• Recursion (trees and
networks)
• Many many-manys
• All of the above result in
object/relational
mapping layers in
advanced repository
products
• Industry standards…
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CMDB metamodel
• Want to model table/column containment using
this?
• Far too close to the data modeler’s inside joke
Thing
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Problems of unconstrained
any to any
• Columns can contain databases,
tables can contain servers, and so
on.
• Logical consequence: “black belt”
team emerges
• Can’t outsource data entry
• Need standards!
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DMTF CIM analysis
• Most dependencies are
expressed via primary root
object
• Encourages unconstrained
any to any
• This is only a fragment,
but data architecture is
consistent throughout
spec
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An iterative approach to the
CMDB
Application
Server
Application
Server
Datastore
OS Instance
(Server)
Application
Machine
Datastore
Application
Deployed Software System
OS Instance
(Server)
Machine
Datastore
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Summary
• Architect your IT systems with a value chain
perspective
• Focus on functional integration points
• Apply a normalized conceptual model,
mapped to process and system
• Manage your IT enablement systems as a
portfolio
• Keep reading and trying new things... stay
tuned in.
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For more information
Charles T. Betz
[email protected]
www.erp4it.com
Book now available!
Architecture and Patterns for IT Service Management, IT
Resource Planning, and IT Governance:
Making Shoes for the Cobbler's Children
Morgan Kaufman/Elsevier, 2007
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