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The Barefoot Cobbler's Child: an Enterprise Architecture for IT Service Management, Resource Planning, and Governance

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. IT Governance Portfolio Management Project Portfolio Management Application Portfolio Management

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The Barefoot Cobbler's Child: an Enterprise Architecture for IT Service Management, Resource Planning, and Governance

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  1. 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 www.erp4it.com

  2. IT Governance Portfolio Management Project Portfolio Management Application Portfolio Management IT Portfolio Management IT Service Management Change Incident Config Asset Release Capacity Continuity … more Standards ITIL, COBIT, CMM, TOGAF, IEEE/ISO/ANSI, … Business Service Management Enterprise Architecture Configuration Management Application/Technology Relationship Mapping Application Profiling/Reverse Engineering IT Discovery Data & Metadata Management Trying to make sense of the enterprise IT world www.erp4it.com

  3. The basic elements of architecture • Process • What you are doing • Data • The information you need • System • How you are doing what you are doing www.erp4it.com

  4. The major IT functional areas www.erp4it.com

  5. 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? www.erp4it.com

  6. 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? www.erp4it.com

  7. 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 www.erp4it.com

  8. Current process frameworks • COBIT • Val IT • CMM • ITIL www.erp4it.com

  9. IT framework maturity model Level 1 Level 2 Level 3 www.erp4it.com

  10. Generic value chain • Michael Porter • IT is just an enabler IT www.erp4it.com

  11. Run IT as a business? • A firm whose business is IT • or, an internal IT provider considered as its own value chain IT www.erp4it.com

  12. Cross-functional integration • Identify portfolio entries once • Governance to development & ops • Identify dependencies once • Development to operations • Development feedback to governance • Suitability of standards as well as adherence! • Operations feedback to development • Hold teams accountable for quality of systems as well as time/cost/features • Operations metrics to Governance • Based on same portfolio as Development www.erp4it.com

  13. Process challenges • Defining “portfolio management” • Service entry points • Customer Relationship Management • Demand Management • RFCs • Service Requests • Incidents • Proper scope of config and change (ITIL issues) www.erp4it.com

  14. Service Desk debates • Can allbusiness/IT interactions be effectively channeled through the Service Desk? (see book, p. 93) www.erp4it.com

  15. 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.” www.erp4it.com

  16. What is ERP? www.erp4it.com

  17. First generation enterprise resources: money, productive capital, goods, and people . . . www.erp4it.com

  18. Next generation ... relationships, intellectual property, and information MyCo Inc Enterprise Ltd www.erp4it.com

  19. In the first four resources . . . • Documents and transactions rule • Quantity & workflow www.erp4it.com

  20. 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… www.erp4it.com

  21. 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 context-relevant, actionable data • Therefore, IT process improvement depends on a foundation of clean, high-quality data www.erp4it.com

  22. Core IT information is currently mis-aligned and mismanaged • Multiple conflicting portfolios • Applications • Hardware • Projects • No recognition of portfolios as reference data www.erp4it.com

  23. Conceptual data model

  24. Data architecture challenges • Service offering, service request, service, non-orderable 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. www.erp4it.com

  25. Example process/data interaction pattern www.erp4it.com

  26. An iterative approach to the CMDB www.erp4it.com

  27. Systems in scope • Plan/Control • Portfolio Management • Demand Management • Service Management • Capacity Planning • Enterprise Architecture • Business Continuity • Risk Management • Contract Management • Asset management • Vendor/Procurement • Build • Project Management • Requirements Management • Software Asset Management • SOA Management • Issue Management • Software Configuration Management • Software Test Management • Reverse Engineering/Analysis • Run • Security Management • Element Management • Change Management • Enterprise Monitoring • Incident/Problem • Service Request Management • Build-run • Job Scheduling • Release Management • Computer Assisted Software Engineering • Integration Management • Information • Metadata repository • Configuration management database • Knowledge management • Document management www.erp4it.com

  28. Simplified system model www.erp4it.com

  29. Systems architectures • Need enterprise-class, modern architectures • Object/relational • Admin-level flexibility • Configurable forms • SOA www.erp4it.com

  30. Configuration Management and Metadata Management: Two sides of the same coin? www.erp4it.com

  31. What is “metadata”? A view from the data analysis community: “Metadata describes critical elements of data scattered across the organization.” (Jahn) www.erp4it.com

  32. 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 www.erp4it.com

  33. Problems withthe metadata vision • Keeping it up to date • Data warehouse before the operational system? • Technical metadata • Integration metadata www.erp4it.com

  34. 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. www.erp4it.com

  35. A useful but problematic picture “The Service-Support Process Model” Approximation of well known ITIL graphic www.erp4it.com

  36. 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 Comments www.erp4it.com

  37. 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. www.erp4it.com

  38. 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 www.erp4it.com

  39. 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 www.erp4it.com

  40. 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 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 Scope of CMDB www.erp4it.com

  41. 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 de-installation tools Compression tools Listing and configuration baseline tools Audit tools (also called 'discovery' or 'inventory' tools) Detection and recovery tools Reporting tools Other possible CMDB data sources www.erp4it.com

  42. Config, change, incident, problem, release, etc. This is the BIG difference! Metadata repository vs. CMDB www.erp4it.com

  43. 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. www.erp4it.com

  44. 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. www.erp4it.com

  45. Simple data Complex data Repository as CMDB - 2 Are you ready for complex data? www.erp4it.com

  46. 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… www.erp4it.com

  47. CMDB metamodel • Want to model table/column containment using this? • Far too close to the data modeler’s inside joke www.erp4it.com

  48. 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! www.erp4it.com

  49. 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 www.erp4it.com

  50. An iterative approach to the CMDB www.erp4it.com

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