Request to Fulfill Presentation (IT4IT)

Copyright © The Open Group 2016 / Rob Akershoek IT4IT Reference Architecture
The IT4IT Request to Fulfill Value Stream
Deep Dive Presentation
By Rob Akershoek
January 26, 2016

Copyright © The Open Group 2016
2
Request to Fulfill (R2F) Value Stream
Deep dive

Agenda
» Introduction to the IT Value Chain
» IT Service Model (as the DNA of the IT organization)
» Introduction to the Request to Fulfill value stream
» Use cases / scenarios (illustrating the scope and coverage)
» Key trends and challenges
» Detailed breakdown of Request to Fulfill functional
components
» Mapping to best practices and standards (ITIL)
» Key metrics / KPIs
» Benefits summary
3

ServiceInbound
logistics
Operations Outbound
logistics
Marketing
& sales
Build IT Deliver IT Run ITPlan IT
Strategy
Requirements
ITservices
Use
IT for the IT function ( IT for running the business of IT)
IT Value Chain
Business Value Chain
Support
Demand
Request
Incident
Charge
Business
Enterprise Architect
Service
Portfolio
Managers
IT
Developers
Testers Service catalogue
manager
IT Operations &
Support Staff
Business
users
Project
Managers
IT has its own value chain…
IT to run the business
Business Analyst
4

Copyright © The Open Group 2016 / Rob Akershoek
5
IT4IT Reference Architecture
REFERENCE ARCHITECTURE
PLAN DELIVERBUILD RUN
Strategy
to Portfolio
(S2P)
Requirement
to Deploy
(R2D)
Request
to Fulfill
(R2F)
Detect
to Correct
(D2C)
Governance, Risk and Compliance
Sourcing & Vendor
Finance & Assets
Resource & Project
Intelligence & Reporting
Request to Fulfill within the IT Value Chain
Provide the “end-to-end” picture of how to manage the business of IT

The IT Service Model
6

The IT Service Model
7
Conceptual
Service Model
Logical
Service Model
Service
Catalog
Entry
Realized
Service Model
Becomes…
Ordered
Published in… Released/Deployed!

IT4IT™ Reference Architecture
8
Service
Portfolio
Component
Portfolio
Demand
Component
Proposal
Component
Policy
Component
Defect
Component
Requirement
Component
Project
Component
Test
Component
Build
Component
Source Control
Component
Change
Control
Comp.
Problem
Component
Incident
Component
Event
Component
Diagnostics &
Remediation
Component
Usage
Component
Chargeback /
Showback
Comp.
Strategy to
Portfolio
Requirement to Deploy Request to Fulfill Detect to Correct
Offer Mgmt.
Component
Offer Consumption Component
Service
Archite-
cture
Policy
Require-
ment
Scope
Agree-
ment
IT
Initiative
Portfolio
Backlog
Item
Source
Conceptual
Service
Blueprint
Concep-
tual
Service
Logical
Service
Blueprint
Test
Case
Defect
Offer
Service
Release
Build
Service
Catalog
Entry
Desired
Service
Model
Usage
Record
Fulfill-
ment
Request
Sub-
scription
Charge-
back
Contract
Request
Problem/
Known
Error
Incident
Event
Service
Monitor
Run
Book
RFC
Service
Monitoring
Comp.
Catalog
Composition
Component
Shopping
Cart
Enterprise
Architecture
Component
Service
Design
Component
Fulfillment
Execution
Comp.
Request
Rationalization
Component
Configuration
Management
Component
Release
Composition
Component
Service Level
Component
Service
Contract
Actual
Service
CIs
Build
Package
Build Package
Component
Service
Release
Blueprint
IT4IT Reference Architecture L1 V.2.0
Functional
Component
Lifecycle Data
Object
Relationship
Service Model
Backbone
Data Object

Essential Data and Relationships
9
Strategy to
Portfolio
Requirement to Deploy Request to Fulfill Detect to Correct
Service
Archite-
cture
Policy
Require-
ment
Scope
Agree-
ment
IT
Initiative
Portfolio
Backlog
Item
Source
Conceptual
Service
Blueprint
Concep-
tual
Service
Logical
Service
Blueprint
Test
Case
Defect
Offer
Service
Release
Build
Service
Catalog
Entry
Desired
Service
Model
Usage
Record
Fulfill-
ment
Request
Sub-
scription
Charge-
back
Contract
Request
Problem/
Known
Error
Incident
Event
Service
Monitor
Run
Book
RFC
Shopping
Cart
Service
Contract
Actual
Service
CIs
Build
Package
Service
Release
Blueprint
IT4IT Reference Architecture L1 V.2.0

Service life cycle – on a repeatable, predictable, coherent and future safe reference architecture
Strategy to
Portfolio
• Strategy
• Service portfolio
• Demand
• Selection
Requirement to
Deploy
• Plan & design
• Develop
• Test
• Deploy
Request to
Fulfill
• Define & publish
• Subscribe
• Fulfill
• Measure
Detect to
Correct
• Detect
• Diagnose
• Change
• Resolve
Phases for each value stream
10

Request to Fulfill – Triggers
11
Consumers
IAAS
PAAS
SAAS
Vendor & technology
stack integration
Deployment /
provisioning
Provision,
Deployment,
Configure IT resources
and Services
Self service portal
Request to
FulfillProvision
Infrastructure
Resources
A
P
I
Requirement
to Deploy
Deploy new
Releases or
Fixes
Service
Development
I need a test environment, deploy a
new release of an IT service, …
Resolve
incident /
problem
A
P
I
Detect to
Correct
Monitoring
Update configuration
settings to resolve a
problem, add
capacity, …
I need a new laptop,
I want access to a business
application or subscribe to an IT
service, Please reset my password,
I need…

Example R2F use cases / scenarios
» End-user computing services (e.g.
new laptop, install additional
software, order mobile phone, …)
» Access requests to IT services,
business applications or IT
resources
» Job changes affecting IT
subscriptions such as Joiner,
Mover and Leaver (HR changes)
» Common high volume recurring
requests such as password resets
» Decommission or cancel
subscriptions
» …
12
» IT specialists (such as DevOps teams)
requesting infrastructure services (e.g.
new servers, databases, additional
capacity, etc.) or request a complete
stack or test environment.
» Deployment of new service/application
releases (e.g. continuous delivery) on
test or production environments
» Install patches, updates / upgrades and
fixes
» Second day operations: adjust capacity
and resource allocation (to optimize
performance, costs, etc.) e.g. add CPU,
Memory, Disk, …
» …
Business and End-User Requests IT employees (e.g. Developers, DevOps Teams)

Design & Publish Subscribe Fulfill Measure
Request to Fulfill phases and activities
13

• Mash catalog
items from all
fulfillment
engines
• Set pricing,
options, and SLA
• Publish services
14

• Mash catalog
items from all
fulfillment
engines
• Set pricing,
options, and SLA
• Portal
engagement
• Personalized
experience
• Self-service
• Manage
subscriptions
15

• Mash catalog
items from all
fulfillment
engines
• Set pricing,
options, and SLA
• Portal
engagement
• Personalized
experience
• Self-service
• Manage
subscriptions
• Route fulfillments
• Automate
deployment
• Multi-vendor
sourcing
• Integrate with
change mngt,
CMDB
16

• Mash catalog
items from all
fulfillment
engines
• Set pricing,
options, and SLA
• Portal
engagement
• Personalized
experience
• Self-service
• Manage
subscriptions
• Route fulfillments
• Automate
deployment
• Multi-vendor
sourcing
• Integrate with
change mngt,
CMDB
• Service usage
measurement
• Chargeback/
showback
• Cost transparency
• Surveys and
ratings
17

18
Windows
Hosting
Self service portal
Productivity
Software
Amazon
Resources
LAMP stack
Databases
Linux
Salesforce
Standard Laptop
Storage
Hosting
platform
Workday
Mobile Phone
Web server
Azure services
…
>>
Build the IT menu card

Business Agility Suffers Greater Flexibility =
Agility
Cloud ManagementAbstraction of applications
from infrastructure, with
policy-based coordination &
automation
Virtualization
Greater Flexibility =
Agility
Cloud ManagementXAAS Cloud, Hybrid cloud,
Converged Infrastructure,
Containers,
Micro-Services
IAAS
Shared storage and
compute capacity
PAAS SAAS
Past Until recently Now going forward…
Continuous changing IT menu…XAAS
DC onsite or co-located

Example: Cloud provisioning and deployment
Service
Platforms
(XAAS) Application Application Application Application Application Application
Data Data Data Data Data DataData Data
Interface Interface Interface Interface Interface InterfaceInterface Interface
Access Access Access Access Access AccessAccess Access
Application
Config
Application
Config
Application
Config
Application
Config
Application
Config
Application
Config
Application
Config
Application
Config
VM
Middleware Middleware
VM VM
Middleware
PAAS (x)
PAAS Platform
IAAS (x)SAAS (x)
Application
Hosting & Storage

Key trends affecting Request to Fulfill
» Consumerization (end-user experience with other web shops)
» Cloud computing (e.g. SAAS, PAAS, IAAS) and hybrid clouds
» DevOps, Continuous Delivery and Agile development (more releases)
» Bring your own .. (e.g. BYOD)
» Software Defined Networking (SDN) or Service Define enterprise (SDx)
» Infrastructure as code
» Converged infrastructure
» AppStores
» Mobility
» Micro-services and SOA architectures
» New deployment methods such as containerization (e.g. using Docker)
» Security (e.g. vulnerabilities, access management)
» Topology based / blueprint deployments (e.g. using TOSCA)…
» API economy (using RESTfull APIs)
21
API

22
More requests, releases
and changes
(e.g. due to continuous
delivery)
Key challenges addressed
More service / application
components
(e.g. micro-services)
More vendors in the
eco-system
(such as cloud providers)
More frequent product
catalog changes (e.g.
technology refresh)
More flexible cost models
(consumption based; pay
as you go)
Faster fulfillment of
requests with fewer errors
(time to value)
More control on access and
usage of IT resources
Improved user experience
using self service / single
portals
Reduce risks and reduced
number of incidents
Reduce manual effort and
lower cost of deployment
(automated provisioning)
Reduce waste, over-
capacity and un-used
licenses
More dynamic resource
allocation (e.g. auto-
scaling; on/off)

Changing to a new economy
Request to
Fulfill
• Paper based
• No consolidated catalogue
• On stock
• Built to order
BureaucraticCommon today
• Consolidated catalogue
• Service broker
• Automated
• Configured to order
Self-serviceNext wave
Design & Publish
23

Request to
Fulfill
• Generic, email/forms-driven,
no self service portal
• Fragmented
• Politicized (“who you know”)
• Paper based
• On stock or Built to order
• Self service portal
• Automated and personalized
• Aggregated (one-stop shop)
• Service broker
• Automated
Design & Publish
Request &
Subscribe
24

Request to
Fulfill
• Fragmented
• Limited control on access to
IT resources
• Paper based
• On stock
• Built to order
• Multiple hand-offs, long lead
times
• Manual fulfillment, No
traceability
• No CMDB update and hand-off
to operations
• No subscription administration
• Controlled access to IT
services and resources (and
auditable)
• Service broker
• Automated
• Automated Workflow
• Management by exception,
instrumented from request
to release
• Optimized for consumption
• Orchestration and
integration across multiple
vendors
Design & Publish
Request &
Subscribe
Fulfill

• No transparency on
consumption and costs
• Overcapacity and
unused resources
• Blanket allocations
• Anecdotal service
quality reports
• Fragmented
• Paper based
• On stock
• Built to order
• Multiple hand-offs, long lead
times
• Manual fulfillment, No
traceability
• No CMDB update and hand-off
to operations
• No subscription administration
• Pay per drink
• Continual user experience
measurement and
management
• Insight in consumption and
cost – reduced waste and
over-capacity
• Controlled access to IT
services and resources (and
auditable)
• Service broker
• Automated
• Automated Workflow
• Management by exception,
instrumented from request
to release
• Optimized for consumption
• Orchestration and
integration across multiple
vendors
Design & Publish
Request &
Subscribe
Fulfill Measure
Request to
Fulfill

IT4IT™ Reference Architecture
27

Usage
Component
Chargeback /
Showback
Comp.
Offer Mgmt.
Component
Offer
Service
Catalog
Entry
Desired
Service
Model
Usage
Record
Fulfill-
ment
Request
Sub-
scription
Charge-
back
Contract
Request
Catalog
Composition
Component
Shopping
Cart
Fulfillment
Execution
Comp.
Request
Rationalization
Component
28
IT4IT Request to Fulfill Functional Components
Presents the offers with associated
descriptions, pictures, prices, and
purchasing options to prospective
consumers. Manages the shopping
chart.
Orchestrates the delivery of the various
requests amongst (one or more) fulfillment
engines (and service providers) in order to
deliver the IT service.
The Catalog Composition functional
component creates, updates, and
publishes Service Catalog Entries
(provided by internal and external
vendors)
Aggregates the Service Catalog entries
into consumable offers. It builds and
publishes the various offerings into
Offer Catalogs and makes these
available for consumers.
Manages the life cycle of the request
including approval workflows. Breaks
down and routes services requests to
appropriate Fulfillment Execution
engines.
Provides chargeback or showback for
services using the cost model. It also
consolidates IT service Subscription
(right to use) and
actual Usage as the usage may differ
from the right to use.
Tracks actual usage of subscribed IT
services by gathering IT
service usage metrics, activity, and
history. It processes and breaks down
usage information for
each subscription, its consumers,
providers, etc.

Usage
Component
Chargeback /
Showback
Comp.
Offer Mgmt.
Component
Offer
Service
Catalog
Entry
Desired
Service
Model
Usage
Record
Fulfill-
ment
Request
Sub-
scription
Charge-
back
Contract
Request
Catalog
Composition
Component
Shopping
Cart
Fulfillment
Execution
Comp.
Request
Rationalization
Component
29
Continuous cycle, closed loop
Maintain catalogue
items (aggregated from
multiple vendors) Deploy, release, provision,
and configure including
updating the CMDB and
license administration.
Order service from
the web shop
Create consolidated
offerings from the
available services in
the catalogue.
3
Cancel or modify
subscription
Show actual cost
and consumption
to user and/or
service owner (and
influence behavior)
Manage the request approval and
fulfillment; manage subscriptions
4
5
6
7
8
2
1
Monitor actual
usage and
consumption

Request to Fulfill – ITIL Process Mapping
30
REQUEST TO FULFILL
Request fulfillment

Request to Fulfill – ITIL Process Mapping
31
REQUEST TO FULFILL
Request fulfillment
Service catalogue
management
Access management
Service Asset &
Configuration
management
Release & Deployment Management
Change management
Capacity management
(usage component)
Financial management
for IT (for showback /
chargeback)
Supplier management
Service level management

Create a single user experience
33
My Services / Engagement Experience Portal / Self Service portal
Browser service
catalogue
View current
subscriptions &
assigned
resources
Conduct survey
/ provide
feedback / raise
ideas
View planned
changes /
releases
Cancel or
modify
subscriptions
View
consumption &
costs
Self service
provisioning (+
tracking &
tracing)
Raise incidents /
questions or
issues
View actual status
(and performance)
of IT services /
Resources
Search for
Knowledge (self
help) and
documents
View news /
bulletin board
Collaborate /
Chat

Cost Efficiency
Standard subscription and
fulfillment process with
policies and automation
Consumer Experience
Consumers easily find and
subscribe via self service
(improved user experience)
Traceability
Across approvals, subscriptions,
usage and chargeback,
auditability
Single Catalog
Single offer catalog with multiple
fulfillment providers enforcing
technology standards
Value drivers for Request to Fulfill
Cost Optimization
Recover expired and unused
subscriptions and licenses,
reduce overcapacity / waste
Service Broker
Transition from request
management to a service
broker
Time to Value
Faster delivery / fulfillment of
service requests
Compliance and Control
Improved control on access to IT
services and resources (lower
risks)
Quality
Successful deployments
without causing incidents /
First time right
34

KPIs for Request to Fulfill
% of successful
deployments / fulfillmentsQuality
% of subscriptions active
or expiring
Service
Broker
Time to value, %
delivered on timeSpeed
% service / capacity
utilization
Usage &
Utilization
% self-service requests,
cost of fulfilment per itemCosts
Customer satisfaction
survey results; meet
customer expectations
Satisfaction
35
% request delivered on
time with no exceptions
Vendor
performance
Unauthorized access;
standardized
configurations
Compliance

36
Find out more
Public: http://opengroup.org/IT4IT
• Join the Forum and contribute
to building the standard!
• Download the standard
• Download the IT4IT Quick
Reference Cards
• Order the Pocket Guide
• Watch videos of customers
• View past webinars
• Find white papers
IT4IT Management Guide:
Order book @ Van Haren

37
Thank you for your attention
I hope you have a great event with us …

Request to Fulfill Presentation (IT4IT)

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