A Case Study in Consolidation and Integration in the ITSM Space Lionel Laratte itsmf Ottawa-Gatineau May 3, 2016
Introduction 2
Lionel Laratte Degrees & Certification BA Journalism MBA ITIL PMP Certified Master IT Architect - TOGAF
Lionel Laratte - Experience 13 YEARS Consulting in IT Service Support and Delivery Consulting in Project Portfolio Management 59 COMPANIES Fortune 500 SMB Government
Notable work since coming to Infosys
The Framework 6
Overview Systems supporting IT organizations can lead to very complex environments today Legacy systems, overlapping functionality and complex business processes contribute to the clutter This directly impacts customer satisfaction by: Skewing IT organization effort inward Increasing management and maintenance costs Increasing risk
8 Architecting the Solution 1. Align outcomes to business drivers 2. Understand the business process data requirements 3. Identify the functionality needed for a system to support the business requirements 4. Identify an enterprise-standard set of applications Consolidate where possible 5. Understand the data flows between them Integrate when required 6. Phase implementations to create the future state environment
Glossary ITSM IT Service Management SLMT Software License Management solution AMT Application Management solution CMDB Configuration Management Database CA Clarity Project Portfolio Management solution Aris Enterprise Architecture solution COTS Commercial Off The Shelf (software) SaaS Software as a Service In subsequent slides, gray indicates already implemented
Case Study ServiceNow as ITSM Tool 10
Executive Summary GlobalCo wanted to improve the support and delivery of its IT services to internal customers The current state provided an adequate level of support and delivery of services; however: Support required extended effort to deliver Management did not have the reporting capabilities to improve performance Customer satisfaction was pretty low Analysis of the current state revealed that: Some solutions do not meet functional requirements Some functions are being managed through desktop ad hoc solutions (MS Excel, etc.) A need for an improved technology, data, asset and business architecture We developed a high level architecture to close the gaps identified in the IT organization and allow it to provide world class service to the enterprise
Business Drivers Increase Efficiency/Productivity by: Reducing Cost Reducing Complexity Increase Product/Service Quality by: Reducing Risk Increasing Customer Satisfaction
Key Outcomes Increase Customer Satisfaction Decrease MTTR Decrease Outages Reduce Risk Decrease IT Project Portfolio Risk Increase Change Management Effectiveness Increase Information Security Effectiveness Reduce Cost Improve Service Management (Hardware + Software + Infrastructure) Improve Resource Management Reduce Complexity Create Standards Increase Automation
Management Requirements Management Workshops Gather management requirements for future state processes Gather management requirements for future state solutions Requirements were then mapped to solution classes Future state processes to be developed with solution implementation
Requirements-Solution Traceability Requirement Provide automation to IT processes Provide Technical Configuration, Service Level Maps and Lifecycle Support Ability to map Job Dependencies Ability to configure CI attributes Ability to configure Roles and Access rights Ability to categorize Applications, components and Services Ability to support Log books, Run books and Solution articles Ability to support Process Governance Ability to provide CAB Support Able to support Scalability, non-complexity,automation and Self Service Ability to provide Demand Forecast and Capacity Management Ability to support Impact Analysis requirements Ability to populate CI data in Incident, SR and Problems Ability to support Software Licensing Requirement Ability to support decision making capabilities for Release Management Ability to ensure all Compliance Requirements are addressed Ability to provide Catalog for software Ability to support Change Management decisions and Automated Changes Ability to support Physical asset Management and disposal Ability to provide and track Maintenance data and contracts Ability to support reporting requirements Ability to support Service Level Management Ability to support Enterprise Architecture Ability to provide comphrehensive financial data across services and applications Application ITSM, CA Clarity, SLMT, AMT Aris, CA Clarity CMDB CMDB, SLMT, AMT, CA Clarity ITSM, CA Clarity, SLMT, AMT, CMDB CMDB, CA Clarity, Service Catalogue ITSM, CMDB ITSM, CA Clarity, SLMT, AMT, Aris ITSM, CA Clarity, Aris All Applications CA Clarity CMDB, ITSM, Aris ITSM SLMT, CA Clarity ITSM, CA Clarity, Aris SLMT ITSM, SLMT CMDB, Aris AMT, CA Clarity SLMT, AMT CA Clarity (through Business Objects) CA Clarity, ITSM Aris CA Clarity
Design Principles Flexibility Processes Use cases Data ServiceNow was chosen for the ITSM tool because: It has great flexibility Its native architecture allowed for less customization Relatively simple integration framework It supports the design principles very well Ability to craft future applications not related to IT
Draft Future State Projects, Incidents, Timesheets, Applications, Assets, Portfolios, Resources, Financials Active Directory Resource Information Incident, Problem, Change, Service Level, Release Mgmt. Capability System Clarity PPM ITSM Tool Data Flow Event Monitoring Tools Service Catalog Service-CI Mapping CMDB Business Process, Capability, Data Architecture Aris Hardware/Software Inventory Software License Management Tool Asset Management Tool Hardware asset inventory and management COTS & SaaS inventory and management Phase 1 Phase 2 Phase 3 Continuous 17
Draft HD Future State Projects, Incidents, Timesheets, Applications, Assets, Portfolios, Resources, Financials Active Directory Resource Information Incident, Problem, Change, Service Level, Release Mgmt. Capability System Clarity PPM ITSM Tool Data Flow Event Monitoring Tools Service Catalog Service-CI Mapping Business Process, Capability, Data Architecture Aris CMDB Hardware/Software Inventory Software License Management Tool Asset Management Tool Hardware asset inventory and management COTS & SaaS inventory and management Phase 1 Phase 2 Phase 3 Continuous 18
Phases and Benefits Three Phases Phase 1 - The Foundation Mapping IT assets and software Increasing support performance and efficiency (Incident, Problem, Change and Service Request Management) Benefits Increase Customer Satisfaction Reduce Complexity Phase 2 - The Financials and Event Monitoring Creating the cost framework for resources, assets and software Improving event monitoring and automation Benefits Reduce Risk Reduce Cost Phase 3 Portfolio, Software and Asset Management Managing Complete Software and Asset Lifecycles Portfolio Management and Total Cost of Ownership Benefits Reduce Costs Reduce Complexity
Phase 1 Foundation Active Directory Resource Information Incident, Problem, Change, Service Level, Release Mgmt. ITSM Tool Service Catalog Service-CI Mapping Business Process, Capability, Data Architecture Aris CMDB Hardware/Software Inventory ITSM solution Service Desk Service Catalogue Relationship between Services and CIs CMDB: Inventory of CI s and their relationships Aris Business Process Modeling Interfaces Active Directory > ITSM solution for resources Service Catalogue > Aris to map services to business processes CMDB -> Aris to refresh CIs
Phase 2 Financials and Event Monitoring Integration Projects, Incidents, Timesheets, Applications, Assets, Portfolios, Resources, Financials Active Directory Resource Information Incident, Problem, Change, Service Level, Release Mgmt. Clarity PPM ITSM Tool Event Monitoring Tools Service Catalog Service-CI Mapping Business Process, Capability, Data Architecture Aris CMDB Hardware/Software Inventory Event Monitoring solutions - enable pro-active event monitoring and responses CA Clarity PPM Connect CI s to financials, labor, reporting Interfaces CA Clarity > CMDB for Assets and Applications Event Monitoring solution > ITSM solution for pro-active application/asset monitoring
Phase 3 Portfolio, Software and Asset Management Projects, Incidents, Timesheets, Applications, Assets, Portfolios, Resources, Financials Active Directory Resource Information Incident, Problem, Change, Service Level, Release Mgmt. Clarity PPM ITSM Tool Event Monitoring Tools Service Catalog Service-CI Mapping Business Process, Capability, Data Architecture Aris CMDB Hardware/Software Inventory Software License Management Tool Asset Management Tool Hardware asset inventory and management COTS & SaaS inventory and management License Management solution for software management Asset Management solution for hardware management CA Clarity PPM for Portfolio Management Interfaces Software License Management solution -> CA Clarity for software costs Asset Management solution -> CA Clarity for hardware costs
High Level Support/Delivery Architecture Projects, Incidents, Timesheets, Applications, Assets, Portfolios, Resources, Financials Active Directory Resource Information Incident, Problem, Change, Service Level, Release Mgmt. Capability System Clarity PPM ITSM Tool Data Flow Event Monitoring Tools Service Catalog Service-CI Mapping Business Process, Capability, Data Architecture Aris CMDB Hardware/Software Inventory Software License Management Tool Asset Management Tool Hardware asset inventory and management COTS & SaaS inventory and management Phase 1 Phase 2 Phase 3 Continuous 23
The Takeaway 24
Lessons Learned Reducing complexity requires a vision Understand the business drivers What do you want to get out of it? What does success look like? How will you measure success? Understand how the organization will work Understand how the system will support the organization Understand data requirements What data needs to be captured? Which system owns which data? Understand functional requirements Consolidate when you can; integrate when you must.
If you are going to undertake this: Make sure: It has executive-level support/sponsorship The entire IT organization is aware this is the direction The transformation partner approaches it from an architectural point of view Organization Change Management is a must Demand an OCM plan from your vendor(s) Vendor(s) should have a track record of: Working with the tools to be integrated Working with multiple vendors Providing architect-level resources Retain an Enterprise Architect to oversee overall program
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