 Thank you very much Simon and may I add my welcome to everybody. My name is Chris Davis And I serve as the chairman of the open group IT Friday forum I've been involved in this initiative for about four years now and it's my pleasure to introduce one of our more senior subject matter experts Rob Akershoek from Logicalis in the Netherlands to speak to us about one of the four value streams that provide an overview of the IT for IT reference architecture Since it was launched or published I should say in October this year. The standard's been downloaded Well over 3,000 times by over 500 individuals in over 500 companies So we're delighted that you join us today for this deeper dive into the third of the four value streams request a fulfill So I will hand over now to Rob who's been working in this space and is passionate about it spoke at the open group conference in Edinburgh in October and we'll give more on IT for IT at the open group event in San Francisco But over to Rob and then I'll rejoin you at the end of his presentation to help field the questions Thank you Chris for this introduction and welcome all to this presentation about the request to fulfillment value stream Before we dive into this value stream. I will provide a short introduction to the IT for IT standard The IT organization provides IT services to the business to support and automate business processes IT is shown here as an integral part of business operations But until recently the automation of the IT function itself has been neglected as well as managing IT from a business perspective Instead IT is implemented different fragmented processes tools and teams unable to cope with this new IT reality But IT leaders starting to realize that the IT function Similar to the business has its own value chain and requires its own information systems that need a carefully worked out Architecture and blueprint and that is what IT for IT standard provides This diagram shows the IT value chain as part of the IT for IT reference architecture It describes the operating model for the business of IT and is characterized by taking a more holistic approach to IT management It provides the bigger picture of how IT is delivering value to the business Using a value chain approach IT for IT offers a blueprint for managing IT services across the entire service life cycle And the value chain approach provides a model that is immediately familiar to executives responsible for the business of IT and shows how the architectural components are all interrelated The IT for IT standard enables the IT function to deliver services in a better faster cheaper way with less risk There are four value streams defined which provide direct value to the business these are strategy to portfolio the plan Requirement to deploy the build the request to fulfill the deliver and then detect to correct run But there are also five supporting activities being the governance risk and compliance Sourcing of vendor management reporting finance and resource management All these activities are enabled and orchestrated by the IT for IT reference architecture It's important to note that it's not just a linear model, but it's actually a dynamic closed loop of continuous feedback and improvements Now the core concept of the IT for IT standard is the IT service model and the service model describes the service as it moves through the value chain from conceptual to logical and then finally to a deployed service or the realized service model This also represents the dynamic and continuous feedback loops In the planning stage the service model is conceptual in nature think of it as a marketing plan of the service product of IT But it defines what business needs does it address? But also who are the customers and what value does it bring them and how much will it cost and when do we provide it? And all these services are managed in a portfolio and the portfolio looks at the service from a value and benefits perspective as well as what investments are needed to develop and maintain the service over time It becomes a logical service as it moves along the value chain when it's created whether it's built or sourced externally And the logical service model describes the service from a development and integration perspective such as the requirements the system design Source codes to build the deployment elements Consider this as your service blueprint And then this logical model can be released published as a service to users or deployed directly into an operating environment Which brings us to the realized service model and this realized service model represents an instantiation of a service to which users can subscribe And once it's operational it's continuously monitored to detect potential issues and resolve these before the business is affected And then finally it can be ordered through a catalog subscription process This service model is basically the DNA of our IT organization It links all value streams and activities together and everything we do in the IT organization is related to a service model Whether it's a project a development activity a request an instant or a change a contract and cost all is related to the service model And this enables transparency and traceability Now this slide shows the level one IT for IT reference architecture The focus of the architecture is on the functional components and the data model As these are more stable over time and independent upon specific process or development practices Methods and processes will change over time But the underlying data about the service lifecycle remains consistent And in that sense the IT for IT reference architecture is agnostic to process models such as ITIL and COVID The blue boxes are the functional components Think about functional components as being the building blocks that you need to support and automate the different activities within your IT function And the black circles are the data objects and The IT for IT reference architecture focuses on all the information you need to manage the IT function Which is becoming more important to improve transparency and traceability as we stated before And then the solid lines are the relationship between the data objects and then the purple circle Are the special types of data objects that form the service model backbone as shown in the previous slide If you hide all the functional components, you will see the intimate nature of the data and their relationships This is known as the system of record fabric of the architecture It's basically the nerve system or the DNA of our IT organization And think about how difficult it can be today to tie information together From different parts of the IT organization from different vendors different teams and tools It's a huge effort nowadays to find relevant information and a lot of productivities lost due to outdated or missing information Now this architecture allows us to tie all that data together and enabling IT workers to find information They need to take decisions It also allows us to have a better level of automation of activities throughout the value chain Reduce costs reduce mental errors and also create more predictable results And as we source more services from an increasing number of external service providers This information model and the ability to share information between these vendors has become vital And having this common service model is an essential ingredient for successful collaboration and communication with vendors as well as with the business Now let us review the four value streams to put a request to fulfill value stream into the overall context First we have the strategy to portfolio value stream, which is focused on the planning side Understanding your business needs Managing the portfolio of services and defining the road maps. It defines the strategic themes and required investments Here we design Analyze rationalize and modify the portfolio of services and trigger new initiatives Then the requirement to deploy is focusing on building and sourcing turning the investment decisions into actual services This covers the development and configuration and maintenance of services It supports both waterfall as well as agile and lean development practices as well as staff application or configuration of standard services And it covers the continuous cycle of planning the work designing and developing the solution and sourcing the solution as services testing the application and then finally Release the service into an operating environment using the request to fulfill value stream This request to fulfill is basically focusing at the delivery Deploying making all services available to consumers through a catalog And this is focus of our session today And then finally we have to detect to correct which is focusing on keeping services running in production Acting upon events or incidents, but also proactively prevent outages or just capacity when needed Request to fulfill is probably the least mature area in the IT function today Now to understand the scope and coverage of this value stream Let us look at some of the examples of the different types of fulfillment workflows that we are talking about There are enormous amount of requests and changes processed by the IT organization every day and This volume is only increasing as well as a number of parties involved in the fulfillment of these requests such as the cloud vendors This value stream covers all those requests fulfillments deployments provisioning activities and changes Ranging from an end user requesting access to a business application or ordering a new laptop or performing password resets or developer requiring a temporary test environment or a project member requiring additional service or databases But also to deploy an entire application stack into a cloud environment or installation of patches and fixes or Removal of the new software or eliminate overcapacity all those items are part of the request to fulfill workflow Here are some of the key challenges that the IT organization is facing related to this specific value stream As we end up with more vendors delivering more services more products in our catalogue with more more changes to them And more frequent changes and releases that we need to process for example due to continuous delivery But at the same time we need to deliver faster with fewer errors provide more flexibility in cost models but also improve the control on consumption and reduce overcapacity and The IT function will need to transform itself to become a broker of services and orchestrate the fulfillment across internal and external service providers The key phases of requests to fulfill are shown in this diagram First we have divine and publish which focuses on the creation of a catalogue and Divine the various service terms and laying the crown work for the consumption of IT services And then we have subscribe which enables the users to request services Manages them and their associated subscriptions throughout their life cycle and then we have fulfillment delivering the request This may include orchestration across multiple fulfillment routes fulfillment engines and providers And finally we have measure which provide the information to the consumer or the owner of the service Helping them to manage their subscription and controller spending Now let's drill down a bit further into the spaces and discuss the activities that they place in each one of them in Define and publish we basically combine all the catalog items and products into multiple catalogs Merging them to a unified view in one single catalog and once we have those lists of services and request We can define available options like pricing and service levels as needed But we also can publish the catalog in in the form of offers enabling them to be consumed by end users And in the subscribe phase we can enable users to engage the catalog subscribe to these services and manage their subscriptions We provide a consistent and personalized experience across all the engagements We allow easy access to information and self-service capabilities to empower users to help themselves The subscription is a key concept that I need to explain a bit more through subscriptions We maintain what services a user is subscribed to Defining the access rights to IT resources and so on. It can also be temporary with an agreed end date It improves the control we have over who has access to what resources and why you can also challenge them Whether they still need the service or whether it's still allowed according to policy such as segregation of duties And whether it still fits in their user profile profile or job description Having this subscription information is at the core to improve communication with the business For example, we can now notify the user in case of major incidents affecting that service or inform the user of plant changes And releases of their service In the fulfillment phase we process all the user requests and perform the necessary actions in order to make them a reality This includes routing them to the right fulfillment engines and orchestrating the required activities Fulfillment is then further complicated due to the many different teams and technologies and vendors involved in the delivery And the potential dependencies between them in order to fulfill certain requests We aspire to automate as much of the work as possible to improve both the time to value and the consistency reducing manual errors Throughout the fulfillment we consistently Interact with configuration and change management system in order to keep them up-to-date as well as adhere to corporate policies and processes and Then in measure the goal is to create transparency and drive better alignment when the service consumption and the actual need To do so we measure actual usage of services getting a more accurate picture of the use service utilization We expose the cost of services consumed in the form of charge backs and showbacks And we collect surface and ratings that are used to improve the quality of service as well as to allow the community to provide feedback And all these data points enable users and the business and it to make better decisions and allow it to make more wisely choice For future providers, but also augment or change the offering as needed to understand how a user centric Consumer influence world is changing fulfillment Let's look at the four phases again and see what is changing from a current to the target state Moving from bureaucratic to a service broker using automation as a self-service model Today in the defined and published retraditional see that we don't have a consolidated catalog and that a lot of requests are managed through mail So it's basically a manual process where service are built to order However, we're now moving to a world that is much more automation is needed and services are configured and ordered So instead of engineering or are subject to be involved in every request. We move to a more cookie cutter model And then subscribe Request are moving from sending a mail to someone we know to a unified app store experience Whether a view is personalized showing you the service that you're allowed to see and allowed to order You create a single portal and a consolidate catalog for people to request new services And then in the fulfill fulfillment is often known as the most complex and bureaucratic workflow in IT Deployments require a lot of manual activities often coordinated through mail Literage not transparent traceable and takes a lot of time instead an automated workflow is needed where you manage by exception and orchestrate across multiple vendors as Well as to automate the updates to the CMDV and subscription of Administrations so everything that is ordered is automatically linked to the correct service the correct user the business and so on And then measure the largest change in measurement is moving from blanket charge into a charging for what the user is actually Consuming a paper use model instead of fixed cost moved more variable and influential costs So the actual use its end consumption is monitored and shown to the consumer to influence the behavior and eliminate overcast capacity The consumer becomes in control mighty spending Here is the view of the overall IT for IT reference architecture again Now let's drill a bit further into the architecture of the request of fulfillment value stream By examining and understanding the key elements of this value stream Become much better equipped to address the ongoing needs to business Optimized cost a shaping patterns of consumption while reducing cost and creating consistency in the services you deliver The catalogue composition components manages the service catalogue entries Including all the services that we source from external vendors such as the cloud vendors This functional component is the authorative source for all the items that we have in our catalog This catalog integrated with catalogs from the external vendors The offer management component is responsible for aggregating all these catalogue items from the different catalogs and Offer management is responsible to publish these in the form of offers And then once published the offer Consumption component basically provides the frameworks for users to interact with the catalog order the services view or update their requests As well as manage their subscriptions The offer consumption component provide all the information that the users need for ordering But also the necessary information to be captured at time of ordering to guarantee the fulfillment It also provide information about the current subscription that the user has with the ability to change or cancel at subscription to reduce cost It allows consumers also to order multiple offers in one transaction and enables consumers to order on behalf of other customers When the shopping cart is submitted the request personalization component processes the request Figures out what is needed in order to fulfill them and generates the necessary fulfillment requests that are handled by the fulfillment execution component Request personalization is also responsible for managing the lifecycle of all the subscriptions, which is again dependent on the fulfillment request The fulfillment engine basically orchestrate the actual fulfillment of the request and maintains the correct data like updating the cdb or updating subscription administration Usage components then monitors the actual uses of services and its components And this information is used to identify opportunities like reallocation of resources such as to reduce overcapacity But also provide the necessary data for billing and charging And this charging and showback function basically provides a traceability of the costs associated with services as well as the insight into the utilization of services That help users or application owners better control their spending for example an end user can be challenged or asked to cancel subscription If they don't use the service for a longer time or a development team is asked to reduce the number of resources in the test environment Or an application owner can optimize the resources allocated to their service So summarizing the request to fulfill is a continuous cycle of maintaining the catalog updating the catalog Supporting the request of services and modifying the subscription over time But also change continuously the deployed service like modifying the capacity and finally Canceling the subscription or move or removing your IT resources This diagram is the slide in what we call the level two reference architecture of The request fulfillment value stream in this diagram diagram We go into more detail with respect to the cardinality of the relationships as well as the different types of interactions or integrations between the different functional components It is important to mention the gray boxes that you can see here on the screen The functional components that are gray are for example Components that are part of another value stream but have a key dependency with other value streams And we also have a number of supportive functions. These are the functional components that cross multiple value streams Sometimes even all four that are not necessarily part of a specific value stream for example the IT financial management functional component And this level two diagram We also see how the request to fulfill tightly interacts with both requirement to deploy and the detective correct value stream and this interaction with the requirement to deploy focusing on The receiving information about the service in order to create an updated service catalog In addition to execute the various deployments that may be used in the process of developing the service such as deploying the application to a test and a production environment And then the interaction with the detective correct mainly focusing on making sure that everything we deploy or instanti-shade R is in full sync with the operational aspects such as activate monitoring update the configuration database and it here to change processes a key function that is shown in the diagram is the engagement experience portal Which is basically the IT service portal and this component is a crucial part of the request to fulfill architecture It provides a one-stop shop for engaging with the business and IT this portal provides a unified experience for people to request new services few existing services Manage their subscriptions consume knowledge report incidents and provide collaboration with IT And to realize this portal interacts basically with the different functional components across different value streams The idea is to have a single portal which optimizes the communication of the business and IT So this port was not just for requesting services But also for example to view the actual status of a service or report incidents search the knowledge base few plans releases and before customer surveys and so on There are a number of reasons why you should use the request to fulfill value stream approach as defined by the IT for IT standard I will mention a few Using the IT for IT reference architecture for this value stream. We can implement the service broker all for example Providing the ability to source services from multiple vendors and we have a more and more vendors or research where we source services from like the cloud centers but also reduce fulfillment cost by Automating fulfillment activities. We also can deliver faster by automating these activities and reduce errors and instance caused by deployment activities We can improve the control over who has access to which service or resource and also improve the traceability and auditability By understanding who's approved this request until when it's needed and then we can also reduce the cost of Operations and services because we can reduce the consumption by better monitoring and providing showback eliminating unused resources and continuously adaptive the number of resources you need to run your service In order to better quantify and track the benefits of the request to fulfill approach Here are a few key performance indicators that should be tracked and I'll mention a few First we have quality reducing the number of incidents or issues caused by deployments and changes and provisioning activities Then we have speed which is measured by calculating the average time it takes to fulfill requests We can reduce costs by monitoring the cost of deploying Deployment activities or release automation process by looking at the man-hour span versus the percentage of deployments done in an automated fashion We can look at the utilization of resources. We can improve utilization by measurement of the actual utilization usage of services and Finally, we have customer satisfaction that we survey and service ratings are collected in order to continuously improve how services are provided So this concludes the presentation of the request of film and value stream You can find more information about the IT4IT standard at the Alcant Group website where you can download the standard and other related materials I also recommend you to look at the IT4IT pocket guide, which can be ordered at the website of van Havum So Chris, this is the end of my presentation. I'll hand over back to you Thank you very much Rob a very very insightful presentation with much rich information from a learned practitioner And we have two questions both from Olivier Jarra And what I would like to do is to read them out and then initially respond to them and then bring you back into the conversation Rob because they require response from a practitioner perspective as well as a more if you will academic one Olivier asks what is the added value of IT4IT with regard to TOGAP and then why create a new standard Why not just update TOGAP framework with new elements? Olivier this is specifically about the business of IT There is insufficient prescription in TOGAP The crop circle analogy is designed to be modified So in Edinburgh we listen to a very insightful presentation from the folks at British Aerospace TOGAP is just back with the emphasis on the F it's a framework What IT4IT offers is a bespoke prescriptive reference architecture That provides much more recipe card like off the shelf guidance to practitioners like Rob Who spend their time working day to day in this space So although as good citizens of the open group we've been using TOGAP to drive the overall endeavour of the IT4IT forum The IT4IT reference architecture addresses a much more specific space Which TOGAP is alone is not capable of accommodating Rob would you like to add any more to that? If you look at how an IT organisation is currently implementing best practices You see that TOGAP mainly covers your enterprise's architectural processes And then you use ITIL for service management and maybe SCRUM or PMBOC for your project and development methods So what IT4IT does is basically not replacing these but blend them all together Because you need TOGAP which probably defines a number of best practices as well You use ITIL, you use SCRUM, you use PMBOC for project management And so what IT5IT adds to that is how can you make the bigger picture Because TOGAP doesn't cover operations, it doesn't cover project management So IT5IT basically provides the umbrella to blend them all together And really look at the end to end what you need for your organisation But then it goes further because once you want to implement TOGAP, ITIL and SCRUM You need tools and you need decisions at every time in a tool Now what the IT5IT open standard provides is the ability to select and implement components that can integrate So basically it helps you define how you should implement TOGAP, how you should implement ITIL Supported by real automated tools and integrations and providing the real end to end view Absolutely, thank you Rob and Olivier has jumped online and thanked us for that explanation And also asks that request to fulfil or request fulfilment is an ITIL concept if you will Which is part of the service operation guide And I think in your feedback there you've explained how the IT5IT reference architecture doesn't compete with But rather compliments, it's actually very different in form from The more narrative textual guidance that frameworks like ITIL and COBIT offer This reference architecture is standardised, prescriptive And offers the guidance to practitioners like Rob to enable them to orchestrate this increasingly diverse set of service offerings In the space where request to fulfil is taking place So I think we've addressed most of Olivier's questions there Can I add to that Chris? By all means sir So request to fulfil is much more than the request and management fulfilment process in ITIL So what you can see is request to fulfil is looking at the entire life cycle So it looks at the request side and maintaining the catalogue, so that covers service catalogue management It covers indeed request fulfilment but also identity and access management But also deployment automation, so deployment and release management It includes monitoring the consumption and capacity So in that sense it's not the individual process from ITIL It's actually a combination of processes linked together to do the request to fulfil And continuously look at the adjust capacity So in that sense if you map it to ITIL it maps to a number of ITIL processes Being catalogue management, service level management, request fulfilment, deployment and release management Access management And then bringing it into the ability to automate and implement it in the organisation So you still use ITIL in that sense for these practices for a large part Absolutely And I think if you will the liaison as Olivier refers to it Or the integration as you've just mentioned Rob Is actually clearer if you zoom back out to this higher level view of the overall architecture Which we offer in the value chain with its composite for value streams So that prompts a question from your Dutch colleague Carol van Zijlend Who asks which of the value streams do you think Rob adds most value Strategy to portfolio or request to fulfil And a supplement which order should we strive to implement solutions in each of these And how important is integration between the two Yeah it's a difficult question to answer but you could say that basically If you have a strategy to portfolio well defined it probably saves you much more Because there you rationalise application service that you don't need anymore So in that sense it's an enabler to reduce the cost across the entire value chain So consider your value chain, earlier on you don't or eliminate projects or services It will you save cost along the line So in that sense the having strategy to portfolio well defined Saves you most of the money in terms of eliminating services Don't invest in services that did not add value So that has benefit across all the value streams after that Now where you should start with is dependent probably on how material are in each of these areas So if you have already a good portfolio management environment in place Then maybe it's a good start to do request to fulfil Because a lot of organisations don't have this capability in place So let's say if you start with probably the most recurring request Like having access to a business application Or install or configure a new software from the laptop Or order a new service and database So you probably is a good place to start there because it's repetitive in nature A lot of requests you perform So if you implement that you probably will save a lot of cost in relation to those recurring activities Absolutely, thank you Rob Bruce Rankin asks are there materials available for advice On how to actually do some of the things that Rob has spoken about And actually implement IT for IT Bruce the answer to that is yes In addition to the materials that you see presented on the screen in front of you at the moment We have a series of what we call quick cards Which will provide the highest level guidance If you are a member of the forum or if you have the commercial licence to access the collateral in the forum There's also a SPARX repository there So this is a substantial and rapidly growing body of collateral That you can download from the open group collaboration portal So that's the answer to that Oki Okoli asks Rob can we give an example of IT for IT from an application perspective I assume then the application we deliver to the business right I would guess yes So if you think about IT for IT as a whole and application So there's a lot of discussion whether an application serves But consider your portfolio of applications you have That will fit in your strategy to portfolio value stream So basically you maintain your portfolio of all the applications you have And where you want to invest in them Request to basically requirement to deploy will manage all the requirements and changes And the maintenance of that application And then the request to fulfil will actually deploy that application into the test And the production environment And then all the request like a user wants access to their business application Or the operations team want to add new server capacity Or changes to the environment of that application And then in the detector correct we basically monitor the application Handle the logs, monitor events, take action on anything related to that And also have self help and self search for the end users So the application in that sense simulates the service you can see It's across the entire life cycle And indeed request to fulfil is not just about infrastructure Or it's also about deploying your application Making sure that end users can access it by using access requests That people want access to the application Maintaining the capacity and all the resources that the application needs And updating those and managing all the environments like the development And test environment basically across the entire life cycle Absolutely, it's actually quite an awkward question in a sense And the awkwardness comes from if you will the ambiguity of the idea of application So the IT for IT reference architecture is strongly service oriented And the notion of application like the notion of product or service or tool And so on is not always consistently interpreted But there is a huge degree of conceptual cohesion in the reference architecture Which is what gives it its strength and power as a prescriptive standard To address all of the phases of life if you will Of any application in the IT service management space Walter Melink asks do major suppliers like IBM, Microsoft and Hewlett-Packard Provide or intend to provide IT products dedicated to support specific functional components Identified in IT for IT Walter, yes indeed sir, all three are active members and participants Of the IT for IT forum at the open group And you will see representatives of all three of those vendors Together with service now and we hope CA, BMC and other major players in this space On the vendor panel which I will chair at the open group meeting in San Francisco Towards the end of January So there is huge vendor endorsement of this new international standard So I hope that answers your question sir I don't see further questions popping into the screen So at this point I'll hand back to Simon Thank you everyone for joining us on today's webinar And this is the last webinar from the open group in 2015 But we already have three new webinars scheduled for January 2016 So please do keep an eye on the open group website for information about that Again, thank you all