ITSM vs EA KAOS

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1 ITSM vs EA KAOS

2 ITSM vs EA SH Needs Business Goals 2 GOVERNANCE EVALUATE PLANNING ITSM IMPROVING OPERATING Business Programs Projects DEVELOPING EA IMPLEMENTING

3 IT service - ITIL 3 Lifecycle approach Service strategy Service design Service transition Service operation Continual service improvement ITIL is a registered trademark of AXELOS Limited

4 Definitions 4 What is service? > Service : A set of specialized organizational capabilities for providing value to customers in the form of services What is IT service? > IT service (ITSM): The implementation and of quality IT services that meet the needs of the business

5 The structure of ITIL 5 Other best practices: CMMI TOGAF Etom Six Sigma PMBOK PRINCE2 SOA COBIT M_o_R ISO Training organizations Certification institutes Based on AXELOS ITIL material.

6 Lifecycle stages and processes 6 Service Strategy Service Design Service Transition Service Operation Cont. Service Improvement Strategy for IT services Design coordination Transition planning and support Event The seven-step improvement process Service portfolio Service catalogue Change Incident Financial for IT services Service level Service asset and configuration Request fulfilment Demand Availability Release and deployment Problem Business relationship Capacity Service validation and testing Access IT service continuity Change evaluation Information security Knowledge Supplier

7 Catalogue ITIL The four Ps Perspective Position Plans Patterns CSI approach OPERATION Event Incident Request Problem Access Functions Service desk Technical Applications IT operations Service assets Resources Capabilities SKMS CMS CMDB Value of service Utility Warranty Business case STRATEGY Strategy Portfolio Demand Financial BRM TRANSITION DESIGN Coordination Catalogue Service level Availability Security Supplier Capacity Continuity Planning & support Change Asset & configuration Release & deployment Validation & testing Evaluation Knowledge ITIL is a registered trademark of AXELOS Limited Service design package - Requirements - Service design - Organizational readiness - Service lifecycle plan Design aspects Service solutions Management systems Architectures Processes Measurement The four Ps People Processes Products Partners Seven-step improvement Deming Cycle Act Check Plan Do 7 CSI register

8 IT service vs Enterprise Architecture 8 ITIL TOGAF Service A set of specialized organizational capabilities for providing value to customers in the form of services IT service (ITSM) The implementation and of quality IT services that meet the needs of the business In TOGAF, "architecture" has two meanings depending upon the context: A formal description of a system, or a detailed plan of the system at component level to guide its implementation The structure of components, their inter-relationships, and the principles and guidelines governing their design and evolution ITIL is a registered trademark of AXELOS Limited TOGAF is a registered trademark of The Open Group in the United States and other countries.

9 Service definitions 9 ITIL Service A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks IT Service A service provided by an IT service provider. An IT service is made up of a combination of information technology, people and processes TOGAF ITIL is a registered trademark of AXELOS Limited TOGAF is a registered trademark of The Open Group in the United States and other countries. Business Service Supports business capabilities through an explicitly defined interface Explicitly governed by an organization Information System Service The automated elements of a business service An information system service may deliver or support part or all of one or more business services Platform Service A technical capability required to provide enabling infrastructure that supports the delivery of applications

10 ITIL vs TOGAF 10 ITIL concentrates in IT services that support business services Planning, developing, implementing, operating and improving IT services IT service capability Architecture design is one of the service design aspects in ITIL ITIL refers especially to Data/Information, Application and IT infrastructure architectures but also to Service and Environmental architectures TOGAF concentrates in EA that supports the business goals Planning, developing, governing the implementation and operation and improving Architecture that describes how the enterprise needs to operate to achieve the business goals Architecture Capability TOGAF refers to IT Service Management and ITIL When building Architecture Capability, in Implementation Governance and in Architecture Change Management TOGAF does not go into details of ITSM coordination

11 ITIL vs TOGAF 11 Both are based on best practices Both should be tailored for each organization Business alignment was added into the later versions of both frameworks Both use Deming Cycle as the method of improvement Though it is not specifically mentioned in TOGAF ADM ITIL goes much deeper into guiding how continual improvement is done

12 Different perspectives 12 ITIL concentrates in managing IT services Business architecture is not in scope of ITIL Business architecture is one of the TOGAF architecture domains Service transition and service operation are part of ITIL service lifecycle Actual solution deployment and operation is not in scope of TOGAF

13 Positioning the Frameworks 13 ITIL is a registered trade mark of AXELOS Limited TOGAF is a registered trademark of The Open Group in the United States and other countries.

14 Positioning the Frameworks 14 Enterprise Architecture is one of the Enterprise capabilities IT service is one of the Enterprise capabilities?

15 Positioning the Frameworks 15 Enterprise Architecture is one of the Enterprise capabilities? IT service is one of the Enterprise capabilities

16 ITSM vs EA SH Needs Business Goals 16 GOVERNANCE EVALUATE PLANNING ITSM IMPROVING OPERATING Business Programs Projects DEVELOPING EA Tool for planning and governing implementation of the business need Tool for managing IT services that support business solutions IMPLEMENTING

17 ITSM vs EA Business Agility SH Needs Business Goals GOVERNANCE EVALUATE 17 Service Agility ITSM Tool for managing IT services that support business solutions IMPROVING OPERATING Business Programs Projects IMPLEMENTING PLANNING DEVELOPING EA Tool for planning and governing implementation of the business need Design Agility EA Agility

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