IT4IT - The Full Story for Digital Transformation Value Stream Documentation and roadmap for IT4IT Implementation.

1. Digital Transformation
&
KNOWLEDGE QUOTA

2. “Mohamed Zakarya
Enterprise Architect
Bio

3. IT4IT – Part II
let’s Play A Game !!

4. Course Content
▷ Overview
▷ IT4IT™ Standard Introduction
▷ Basic Concepts
▷ IT4IT™ Core
▷ Strategy to Portfolio (S2P) Value Stream
▷ Requirement to Deploy (R2D) Value Stream
▷ Request to Fulfill (R2F) Value Stream
▷ Detect to Correct (D2C) Value Stream
▷ IT4IT Implementation Approach

5. 5 Strategy to Portfolio (S2P) Value Stream
▷ S2P Objectives
▷ S2P Current Limitation
▷ S2P Value Proposition
▷ S2P Reference Architecture Level 2
▷ S2P Functional Components & Data Objects

6. Strategy to Portfolio - Objective
create IT portfolio framework that allows IT organizations to optimize services provided to business
Provide holistic views of IT portfolio activities through data integrations within multiple areas.

7. Strategy to Portfolio – Current Limitations
Poor data consistency and quality
Poor tracking and correlation of service lifecycle across
conceptual, logical, and physical domains
No holistic IT portfolio view across the IT PMO and the Enterprise
Architecture and Service Portfolio

8. Strategy to Portfolio – Value Proposition
IT portfolio decisions based on business priorities
Accurate visibility of business and IT demand
IT portfolio data consistency
Holistic IT portfolio view across the IT PMO and the Enterprise
Architecture and Service Portfolio

9. Strategy to Portfolio Level 2

10. Strategy to Portfolio Level 2 – Main Data Objects Relations
Enterprise
Architecture
Policy
Portfolio
Backlog
Item
Scope
Agreement
Conceptual
Service

11. Enterprise Architecture
1
Key Component
[1]

12. 1. Enterprise Architecture – Overview
Create and manage long-term IT investment and execution plan-of-action
that are critical to business strategic objectives.
Purpose
Key Data Objects
Enterprise Architecture (data object):
A data object within the S2P Value Stream managed by the Enterprise Architecture
functional component. It includes references to collateral in the target state
architecture landscape representing planned and deployed IT services

13. 1. Enterprise Architecture – Model

14. 1. Enterprise Architecture – Real world example
Architecture Blueprints Example

15. 1. Enterprise Architecture – Sample Tool Repository
- Enterprise architecture system
- Data modeling tools
- Architecture auditing tools
- Business process modeling tools

16. Service Portfolio
2
Key Component
[2]

17. 2. Service Portfolio – Overview
- Manage the portfolio of services in plan, transition, production, and retirement
- Any IT service within the Service Portfolio functional component often
corresponds to one or more entries in the Offer Catalog.
Purpose
Key Data Objects
Conceptual Service (data object):
- Represents the business perspective of the service.
- Abstracted from any technical detail and described in terms that are understood
by CxO-level including business value, investment history , value earned, and
return on investment.

18. 2. Service Portfolio – Model

19. 2. Service Portfolio – Real world example
Service Portfolio Example
( Prospective , Service Catalog , Retired) Services

20. 2. Service Portfolio – Sample Tool Repository
- EA system
- Application Portfolio Management (APM)
- Enterprise Portfolio Management (EPM)
- Roadmap systems
- Service improvement register
- Customer (satisfaction) survey tools

21. Portfolio Demand
3
Key Component
[3]

22. 3. Portfolio Demand – Overview
- Log, maintain, and evaluate all demands (new service, enhancements, defects)
coming into IT through a single funnel (demand channels).
- Correlate incoming demand to similar existing demand or create new demand.
Purpose
Key Data Objects
Portfolio Backlog Item (data object):
Represent the repository of all incoming demands including but not limited to
new requests, enhancement requests, and defect fix requests.

23. 3. Portfolio Demand – Model

24. 3. Portfolio Demand – Real world example
Enhanced Portfolio Demand in Minions Factory Example

25. 3. Portfolio Demand – Sample Tool Repository
- Project Portfolio Management (PPM)
- Enterprise Portfolio Management (EPM)
- IT Business Management (ITBM) tools
- Agile development tools (for managing the portfolio backlog)

26. Proposal
4
Key Component
[4]

27. 4. Proposal – Overview
- Manage portfolio of IT proposals (proposed, approved, active, deferred, or rejected).
- Create a Scope Agreement from rationalized Portfolio Backlog Items.
Purpose
Key Data Objects
Scope Agreement (data object):
- Authoritative source for the list of all IT proposals requested over a given time
period
- Reflect budget, cost/benefit projections, scope, status, and other key attributes
of proposed work.
- Used for building the IT investment plan

28. 4. Proposal – Model

29. 4. Proposal – Real world example
Marriage Proposal Example

30. 4. Proposal– Sample Tool Repository
- Project Portfolio Management (PPM)
- ITSM system

31. Policy
5
Key Component
[5]

32. 5. Policy – Overview
Manage creation, review, approval, and audit of all IT policies.
Align and map IT Policies to Enterprise Architecture.
Purpose
Key Data Objects
Policy (data object):
Central repository for storing and organizing all types of IT policies based on
various templates and classification criteria

33. 5. Policy – Model

34. 5. Policy – Real world example
Thump Foreign Policy Example

35. 5. Policy – Real world IT example
IT Security Policy Example

36. 5. Policy – Sample Tool Repository
- EA system
- Policy management system

37. IT Investment Portfolio
6
Auxiliary Component
[6]

38. 6. IT Investment Portfolio (Auxiliary) – Overview
- Manage the portfolio of all authorized IT investments through entire lifecycle.
- Assess proposal feasibility for cost, value, etc. and obtain required approval
from finance
Purpose
Key Data Objects
IT Budget Item (data object):
- An authoritative list of approved IT investment related to a service.
- Help to identify approved budget over different time periods
e.g., by financial year, by Conceptual Service

39. 6. IT Investment Portfolio – Model

40. 6. IT Investment Portfolio – Real world example
Family Budget Investment Example

41. 6 Requirement to Deploy (S2P) Value Stream
▷ R2D Objectives
▷ R2D Current Limitation
▷ R2D Value Proposition
▷ R2D Reference Architecture Level 2
▷ R2D Functional Components & Data Objects

42. Requirement to Deploy - Objective
Ensure that Service Release is high quality, fit-for-purpose, and meets customer expectations
Promoting high levels of re-use, flexibility, speed, and collaboration across IT

43. Requirement to Deploy – Challenges
Development build and test services in a silo
& “surprise” IT operations by “throwing release packages over the fence”
for immediate delivery.
High IT staff turnover. Which means knowledge is lost and
schedules are impacted.

44. Requirement to Deploy – Value Proposition
Maximize pipeline of projects & smaller demand requests for
faster time-to-market in service realization
Accelerate the sourcing and delivery of applications and services
through best practices (Re-use , Automation , Collaboration)
Relate applications and services with business value by
creating and maintaining the service blueprint.
Increased management information for traceability between teams.

45. Requirement to Deploy Level 2

46. Requirement to Deploy Level 2 – Main Data Objects Relations
IT Initiative Requirement
Source
Logical
Service
Test
Case
Defect
Service
Release
Service
Release
Blueprint
Build Build
Package
From Proposal
S2P
From Demand S2P

47. Project
1
Key Component
[7]

48. 1. Project – Overview
- Coordinate creation and provide ongoing execution oversight of IT Initiatives.
- Aim at creation of new or enhancements to existing services.
- Create IT Initiatives based on the specifications outlined in the Scope Agreement,
- Aggregate, track, and report status, resources consumed against project plan
- Maintain traceability between Scope Agreements, IT Initiatives, and Service
Releases.
Purpose
Key Data Objects
IT Initiative (data object):
Details the scope of the work to be performed and created from and associated
with the Scope Agreement ( Proposal Functional Component).

49. 1. Project – Model

50. 1. Project – Real world example
Natural Weight Loss project plan Example

51. 1. Project – Sample Tool Repository
- Project Portfolio Management (PPM) tool
(to manage project tasks, risks, plans, etc.)
- Agile development tools for tracking all activities and related
- plans such as release and sprint plans

52. Requirement
2
Key Component
[8]

53. 2. Requirement – Overview
- Manage Requirements through the lifecycle of a service.
- Service-level requirements are captured as Requirements.
- Maintain traceability of each Requirement to the original source
(demand, IT or business standard or policy, and/or requestor).
Purpose
Key Data Objects
Requirements (data object):
Record which details the needs or conditions to meet for a new or altered service.

54. 2. Requirement – Model

55. 2. Requirement – Real world example
School Requirement Example

56. 2. Requirement – Real world example
Requirement Gathering Example

57. 2. Requirement – Sample Tool Repository
- Requirements management system (part of an ALM system)
e.g., to manage requirements, themes, epics, user stories
- Also design tools (e.g., mockup and story-boarding tools)

58. Service Design
3
Key Component
[9]

59. 3.Service Design – Overview
Leverage the Conceptual Service and Portfolio Backlog Items from S2P Value Stream
along with requirements to produce a Logical Service that describes the
service structure and behavior considering both the service system
and the service offer.
Create various architectural artifacts (data flow diagrams, technical schematics, etc.)
that comply with the IT Initiative specifications and boundaries
Create the service design specification document (Logical Service Blueprint)
Purpose

60. 3.Service Design – Overview
- Leverage the Conceptual Service and Portfolio Backlog Items from the S2P Value
Stream along with Requirements to produce a Logical Service.
- Represents the bridge between the service interaction and service system.
- Represents the grouping of logical components necessary to provide the expected
outcome or service interaction.
Key Data Objects
Logical Service (data object):

61. 3.Service Design – Overview
Auxiliary Data Objects
- Represents the design of the logical service which details the components and
how those components relate to one another.
- May exist multiple Logical Service Blueprints for a single Logical Service based
on new versions of the Logical Service.
- Introduces the “how” details; i.e., technology delivery methods (on-premise versus
cloud) and the technical interfaces to access service functionality.
Logical Service Blueprint (data object):

62. 3.Service Design – Model

63. 3.Service Design – Real world example
Design Blueprint output from service design to Metro Train Release

64. 3.Service Design – Sample Tool Repository
- Design and prototyping tools (mockup, wireframe and user
interface prototyping tools)
- Story-boarding tools
- Document management tools (and content management)
- UML design tool
- EA tools
- SOA register

65. Source Control
4
Key Component
[10]

66. 4. Source Control – Overview
- Develop source code or infrastructure based on the Logical Service Blueprint,
Service Design Package, and IT Initiative priorities.
- Manage the development backlog of Requirements and Defects.
- Create automated test scripts including unit testing.
- Run security tests on core code to identify existing security issue
- Manage source artifacts and store them in a Source repository
Purpose

67. 4. Source Control – Overview
Key Data Objects
Source (data object):
- The created or purchased solution to meet the requirements for
a particular Service Release
- Source does not always equal “source code” , Consider all use-cases such as
“source code”, to contracts or entitlements for services simply subscribed to, to
purchase and implementation of a Commercial Off-The-Shelf (COTS)
application

68. 4. Source Control – Model

69. 4. Source Control – Real world example
Metro Line Tunnel Development Example

70. 4. Source Control – Sample Tool Repository
- Integrated Development Environment (IDE)
- Code editors, debuggers, and compilers
- Source control repositories (SCM) system

71. Build
5
Key Component
[11]

72. 5. Build – Overview
- Receive the Source data object from the Source Control and manage creation,
implementation, automation, and security and storage of all Builds.
- Manage Builds and versioning in a Definitive Media Library (DML).
- Develop automated Build storage procedures and automated
compilation techniques and tools.
- Monitor and report on the results of each integration Build.
Purpose
Key Data Objects
Build (data object):
Build Created from Source and versioned

73. 5. Build – Model

74. 5. Build – Real world example
Build 3 stations of Red Metro Line Example

75. 5. Build – Sample Tool Repository
- Build and Continuous Integration (CI) tools
- Artifact repositories

76. Build Package
6
Key Component
[12]

77. 6. Build Package – Overview
- Create a deployable package made up of one or many Builds.
- Manage the Build Packages and relationships to the Service Release Blueprints
Purpose
Key Data Objects
Build Package (data object):
A compilation of one or many Builds in a deployable package.

78. 6. Build Package – Model

79. 6. Build Package – Real world example
Build all stations of Red Metro Line ready for test & release Example

80. 6. Build Package – Sample Tool Repository
- Build and Continuous Integration (CI) tools
- Artifact repositories

81. Test
7
Key Component
[13]

82. 7. Test – Overview
- Trace to Requirements.
- Plan and execute tests that ensure the IT service will meet customer’s requirements
at the agreed service levels.
- Create Defect data objects that are consumed by the Defect functional component
- Plan and design tests, including automated test scripts.
- Execute tests, including functionality, usability, acceptance, risk-based security,
performance, and stress testing.
Purpose
Key Data Objects
Test Case (data object):
Used to validate that the Service Release is fit for purpose.

83. 7. Test – Model

84. 7. Test – Real world example
Test Plan & Test Cases Steak cook Example

85. 7. Test – Real world example
Test Plan & Test Cases mousetrap Example

86. 7. Test – Sample Tool Repository
- Unit testing tools
- Test management system
- Performance, load, and/or stress management tool
- Test data management
- Test automation tools
- Security testing tools
- Code quality checks
- Static code analysis

87. Release Composition
8
Key Component
[14]

88. 8. Release Composition – Overview
- Manage the Release Package, Service Release, Service Release Blueprints.
- Manage overall Service Release for developing and delivering new or changed
services to the R2F (Fulfillment Execution).
- Centralizing all elements of the Service Release Blueprint :
Purpose
- Requirements per Release Package
- Source Control & maintenance scripts & documentation
- Build Package
- Test & automated tests for validation post deployment
- issues/defects

89. 8. Release Composition – Overview
Key Data Objects
Service Release (data object) - Planned release
- Represents a planned release of a version of the service system
- Relates to a single Logical Service
- represents the packaging of the service source and other key artifacts
required to fully support the service system version
Service Release Blueprint (data object) - Planned design
Configuration
- Provides the planned design/configuration of the components of service
system
- Contains the description and procedures in order to activate, deploy,
and operate a service.

90. 8. Release Composition – Model

91. 8. Release Composition – Real world example
Capture Movie then prepare release plan & configurations on Cinema

92. 8. Release Composition – Sample Tool Repository
- Artifact repositories
- Packaging tools
- Release and deployment management tool
- Definitive Media Library (DML)

93. Defect
9
Key Component
[15]

94. 9. Defect – Overview
- Keep track of all Defects
- Include origin, status, importance, and relation to Requirements and Known Errors.
- Analyze Defects and find resolution
- Convert Defects not resolved by service development to Known Errors
Purpose
Key Data Objects
Defect (data object):
An issue with the Service Release Blueprint which should be remediated
to fulfill the associated Requirements

95. 9. Defect – Model

96. 9. Defect – Real world example
Defect Example

97. 9. Defect – Real world example
Defect Example

98. 9. Defect – Sample Tool Repository
- Defect management system
(often part of a test management tool)

99. 7 Request to Fulfill (R2F) Value Stream
▷ R2F Objectives
▷ R2F Current Limitation
▷ R2F Value Proposition
▷ R2F Reference Architecture Level 2
▷ R2F Functional Components & Data Objects

100. Request to Fulfill - Objective
Modern, consumption-driven engagement model goes beyond traditional IT service request
Connecting various consumers with goods and services they need to drive productivity and innovation

101. Request to Fulfill – Current Limitations
Lack of service Subscription, Usage, and chargeback traceability
Multiple catalogs required for consumers to navigate
in order to find and request available services.
Too many customer service requests ; resulting in delays
and an unfavorable experience overall.

102. Request to Fulfill – Value Proposition
Provides holistic visibility and traceability across service Subscription,
Usage, and chargeback to improve IT Financial Management
Increased cost optimization; for example, by canceling expired Subscriptions
and reclaiming resources, Subscriptions
Facilitating a service consumption experience that allows consumers
to easily find and subscribe to goods and services through
a self-service engagement model.

103. Request to Fulfill Level 2

104. Request to Fulfill Level 2 – Main Data Objects Relations
Shopping
Card
Fulfillment
Request
Desired
Service
Offer
Service Catalog
Entry
Usage
Record
Chargeback
Contract
Chargeback
Record
Subscription
Request
User
Profile
From Service
Release
Blueprint
>>

105. Engagement Experience Portal
1
Support Component
[24]

106. 1. Engagement Experience Portal – Overview
- Based on system of engagement integration patterns where consumers access
different IT functions and capabilities in a single place, unifying the experience.
- Consumers manage certain aspects of their profile; for example, localization,
preferred method of communication, user interface settings, and so on
- Facilitate service consumption by connecting any potential consumer with the right
information, goods, services, or capability at the right time.
- Available to all users that desire to consume IT services
Purpose

107. 1. Engagement Experience Portal – Overview
Key Data Objects
User Profile (data object):
- Personal data associated with a specific user and the explicit digital
representation of a person's identity
- User Profile attributes must be secure, protected, and access restricted
based on roles (e.g., HR Manager) or system

108. 1. Engagement Experience Portal – Model

109. 1. Engagement Experience Portal – Sub-Components
1. Service Catalog :
Engage with and consume services through the Offer Consumption
2. Collaboration :
User front end for an enterprise collaboration experience, such as a chat capability
3. Knowledge :
Search and read Knowledge data of all types (technical briefs, training videos , etc.)
4. Self-Service Support :
- Reduces load on IT support by enabling and promoting self-help & self-healing
behavior
- Enable self-service support like issues support tickets , track them , route to use
knowledge data , collaboration with IT Staff

110. 1. Engagement Experience Portal – Real world example
Market Place Portal Example

111. 1. Engagement Experience Portal – Real world example
Amazon AWS Portal Example

112. 1. Engagement Experience Portal – Sample Tool Repository
- Request management system
- IT Service Management (ITSM) system
- Self-service portal (web shop)
- Content Management System (CMS)
- Knowledge base
- Collaboration and communication tools

113. Offer Consumption
2
Key Component
[18]

114. 2. Offer Consumption – Overview
- Present service offers to various service consumers.
- Facilitate consumption/management of and payment for IT services rendered.
- Manipulate Subscriptions information , ordering services or view and updates status.
Purpose
Key Data Objects
Shopping Cart (data object):
- Contains the IT services that the user wants to order.
- exists during the actual shopping session.
- Upon submission, a request is generated that is comprised of the
content contained in the Shopping Cart.

115. 2. Offer Consumption – Model

116. 2. Offer Consumption – Real world example
Shopping items contains offers you need to request for fulfilment

117. 2. Offer Consumption – Sample Tool Repository
- Request management system
- Self-service portal (web shop)
- Customer survey tool

118. Offer Management
3
Key Component
[17]

119. 3. Offer Management– Overview
- Aggregate all Catalog Composition items and external supplier catalogs into
consumable Offers that users can order through the Offer Consumption
- Build and publish the various offerings into Offer Catalogs for various
populations to consume.
- Enable Offers to be grouped into an Offer Catalog to expose them as a
collection of consumable items
- Fulfill each Offer through numerous underlying Catalog Compositions.
Purpose

120. 3. Offer Management– Overview
Key Data Objects
Offer (data object):
Defines how a Service Catalog Entry will be instantiated and under what terms and
conditions – price, deployment, approval, workflow, service level (contract), etc.
Auxiliary Data Objects
Offer Catalog (data object):
A set or collection of Offers that are grouped together as something that can
be consumed by certain consumers or consumer groups.

121. 3. Offer Management– Model

122. 3. Offer Management – Real world example
Bicycle Offer service from Service catalog Entry Example

123. 3. Offer Management – Sample Tool Repository
- Request management system

124. Catalog Composition
4
Key Component
[16]

125. 4. Catalog Composition – Overview
- Create and publish the Service Catalog Entries, including all of their dependencies.
- presented as Offers in the Offer Management Component.
- Created from the Service Release Blueprint in the Release Composition.
- Services, as well as their dependencies and details, are accurately defined,
including supplying necessary information for the service to be instantiated.
- Also include configurable options of service (e.g., pricing, subscription terms,
bundles, service level, support conditions, etc.).
Purpose

126. 4. Catalog Composition – Overview
Key Data Objects
- Authoritative source for the consolidated set of technical capabilities and specific
options available that can be delivered by the service provider.
- Serves as the bridge between the service system and the service offer.
Service Catalog Entry (data object):

127. 4. Catalog Composition – Model

128. 4. Catalog Composition – Real world example
Auto Service Center Provide Service Catalog Information

129. 4. Catalog Composition – Real world example
Infrastructure As A Service – Menu Service Catalog

130. 4. Catalog Composition – Sample Tool Repository
- Request management system
- Service catalog management tool

131. Request Rationalization
5
Key Component
[19]

132. 5. Request Rationalization – Overview
- Rationalize, break down, and route “clean order” requests (ready for
fulfillment) to appropriate Fulfillment Execution engines.
- May breaking down a single order/ request into multiple Fulfillment
Requests.
- Ensure appropriate fulfillment-related Subscription information is
kept up-to-date.
- create Subscriptions for selected services upon their successful
fulfillment.
Purpose

133. 5. Request Rationalization – Overview
Key Data Objects
Contains all Offers from the Shopping Cart which have been
consumed and need to be fulfilled.
Request (data object):
- Represents the rights to access a service that has been provided to a
consumer.
- Managed by the Request Rationalization Component.
Subscription (data object):

134. 5. Request Rationalization – Model

135. 5. Request Rationalization – Real world example
Architecture Blueprints Example

136. 5. Request Rationalization – Sample Tool Repository
- Request management system
- Orchestration tools
- CMDB (or subscription administrations)
- Identity and Access Management (IAM) tools

137. Chargeback/Showback
6
Key Component
[20]

138. 6. Chargeback/Showback – Overview
Provide chargeback or Showback for internal and external services
based on Subscription, Service Contract, and/or Usage information of IT Services.
Purpose

139. 6. Chargeback/Showback – Comparison
Chargeback Showback
- This bill need to be pay back.
- Usually used with customer
- This bill for analytics of the IT costs
- Usually used with internal departments
(due to each department usage)
Generate bill that are directly associated subscription record usage to the
infrastructure, data transfer, application licenses, training, etc.

140. 6. Chargeback/Showback – Overview
Key Data Objects
Chargeback Contract (data object):
- Details the contract for financial obligations between the service consumer
and provider(s) as defined at the time of Subscription.
- Defines the billing rule and billing frequency used to price a given service.
Chargeback Record (data object):
- Represents the actual charge to the subscriber based on the Usage of
subscribed services in a given time period.
- Computes the charge using the billing rule, with the input being the
Usage Records collected for the period

141. 6. Chargeback/Showback – Model

142. 6. Chargeback/Showback – Real world example
IAAS Cloud Chargeback Example

143. 6. Chargeback/Showback – Real world example
Restaurant Chargeback Example

144. 6. Chargeback/Showback – Real IT example
IAAS Cloud Chargeback Example

145. 6. Chargeback/Showback – Sample Tool Repository
- IT Financial Management (ITFM) tools
- IT Business Management (ITBM) tools
- Showback/chargeback tools
- Reporting tools

146. Fulfillment Execution
7
Key Component
[21]

147. 7. Fulfillment Execution – Overview
- Orchestrate delivery of various requests among fulfillment engines in order to
deliver the IT service.
- Fulfillers may be systems that perform actions directly, or engage other
systems in order to perform actions. They may also include external providers.
- Manage a registry of the available fulfillers ( What Capabilities provided & How
to engage them).
- Update the IT asset inventory as they are ordered by customer.
- Request standard changes and update the Configuration Management if
needed.
Purpose

148. 7. Fulfillment Execution – Overview
Key Data Objects
- Describes all fulfillment aspects of an IT service. Includes items such as
provisioning, deploying, modifying, actions (i.e., start, stop, etc.),
decommissioning and so on.
Fulfillment Request (data object):
- Specification of an instance of a service as required to meet the fulfillment
requirements detailed in the consumer order (Request) .
- It contains the relevant parameters that determine how a service will be
deployed/fulfilled which supported by a single Service Release Blueprint.
Desired Service (data object):

149. 7. Fulfillment Execution – Model

150. 7. Fulfillment Execution – Real world example
Request Fulfillment , Update Pizza ingredient Asset Repository Example

151. 7. Fulfillment Execution – Sample Tool Repository
- Release and deployment management tool
- Provisioning tools
- Run book automation tool
- Orchestration tools
- Workload management tools
- Identity and Access Management (IAM) tools
- IT Service Management (ITSM) systems
- Cloud Management Tools & Platforms (CMP)

152. Usage
8
Key Component
[22]

153. 8. Usage – Overview
- Track and manage actual usage of subscribed IT services and their associated costs.
- May collect service Usage metrics from the Service Monitoring.
- Process and break down “Categorize” Usage information for each Subscription,
service consumers (singular, group), provider, etc.
Purpose
Key Data Objects
Usage Record (data object):
- Represent the measured use of a particular service or service component.
- Usage Record can be composed of (internal) hours, system usage
(capacity, CPUs, etc.), or external supplier usage.

154. 8. Usage – Model

155. 8. Usage – Real world example
Screen Time Usage Report iPhone Example (Screen Time)

156. 6. Chargeback/Showback – Sample Tool Repository
- Monitoring tools for consumption and usage
- Software metering
- Identity and Access Management (IAM) tools

157. Knowledge & Collaboration
9
Key Component
[23]

158. 9. Knowledge & Collaboration – Overview
- Provide knowledge in the form of content and Conversations that help to
address the needs of IT service consumers.
- Knowledge includes structured IT/supplier produced articles, or unstructured
Conversations from business/IT users, webinars, videos, training materials, etc.
- Knowledge searchable by the IT service consumers.
- Reduce the number of requests for information/knowledge that arrive at
the IT service desk.
Purpose

159. 9. Knowledge & Collaboration – Overview
Key Data Objects
Knowledge (data object):
Structured and unstructured Knowledge from Knowledge & Collaboration Component
Conversation (data object):
User Conversations from Knowledge & Collaboration Component (e.g. chat
capability).

160. 9. Knowledge & Collaboration – Model

161. 9. Knowledge & Collaboration – Real world example
Based on information at right time , the right person help in decision making

162. 8 Detect to Correct (D2C) Value Stream
▷ D2C Objectives
▷ D2C Current Limitation
▷ D2C Value Proposition
▷ D2C Reference Architecture Level 2
▷ D2C Functional Components & Data Objects

163. Detect to Correct - Objective
Provides a framework for the work of IT operations integrating its Functions
Overview of business IT operations and services delivered by this Value Stream.

164. Detect to Correct – Current Limitation
Timely identification of an issue before users of the service are impacted
Prioritization that understands business, IT operations, and technology impacts.
No end-to-end management of the service lifecycle across domains
- Poor linkage of Incidents and Problems to the R2D ( Defect Information)
- Poor linkage of Problems to the S2P ( Demand Loop back )

165. Detect to Correct – Value Proposition
Increasing sharing of information and reduce multiple entry of the same data
Knowledge management and self-service linkage
Focusing response based on priority, and business impact
Creating a prescriptive data flow between Event, Incident,
Problem, and Change Control

166. Detect to Correct Level 2

167. Detect to Correct Level 2 – Main Data Objects Relations
Service
Contract
Incident
Run Book RFC
Actual
Service
Service
Monitor
Event
Problem

168. Service Level
1
Key Component
[25]

169. 1. Service Level – Overview
- Enable the design and creation of Service Contracts (SLAs)
- Manage the Service Contract lifecycle (create, store, and maintain).
- Monitor compliance with the terms specified in the Service Contract.
- Exposing collected data that reflects that actual performance against the defined
Service-Level Objectives
- These documents (usually created and managed by the legal department and not in
IT).
Purpose

170. 1. Service Level – Overview
Key Data Objects
- Describes the service characteristics and supports service measurement tracking,
governance, and audit
- Service Contracts related to logical services are known as Service Contract
templates.
- Service Contracts related to physical services are known as Service Contract
instances.
Service Contract (data object):
- Definition of an objective that is measured.
- Request threshold and mathematical method in which measurement data items
are used in order to calculate the KPI measurements.
Key Performance Indicator (data object):

171. 1. Service Level – Model

172. 1. Service Level – Real world example
Service Level Agreement

173. 1. Service Level – Real world example
30 Minutes Delivery agreement ( SLA)

174. 1. Service Level – Real world example
Comply VS Not Comply with SLA Scenarios

175. 1. Service Level – Sample Tool Repository
- IT Service Management (ITSM) system
(covering an incident management tool)
- CMDB or contract management system
- Service monitoring tool
- Reporting system/Business Intelligence (BI)

176. Service Monitoring
2
Key Component
[26]

177. 2. Service Monitoring – Overview
- Create, run, and manage monitors which measure all aspects/layers of a service.
- Store all measurement results and calculating compound measurements.
- Fulfillment Execution responsible for Monitor definition , which originated from
service release blueprint. ( Release Package)
Purpose
Key Data Objects
Service Monitor (data object):
Performs the operational measurement aspects of a CI or an IT service in order to
understand the current operational status of that CI or IT service.

178. 2. Service Monitoring – Model

179. 2. Service Monitoring – Real world example
Car dashboard Monitoring example

180. 2. Service Monitoring – Real world example
Monitor Heart rate Example

181. 2. Service Monitoring – Sample Tool Repository
- Business Process Monitoring (BPM)
- Synthetic transactions or real-user monitoring
- Application Performance Monitoring (APM)
- Infrastructure monitoring
- Security monitoring
- Log monitoring
- Usage monitoring
- SLA monitoring

182. Event
3
Key Component
[27]

183. 3. Event – Overview
- Manage Events through the Event lifecycle for events that occur on any IT service.
- Manage the correlation between Events.
- Some categories of Events can serve as initiators of Incidents and for diagnostics
and remediation activities
Purpose
Key Data Objects
Event (data object):
Represents an alert/notification signifying a change of state of a monitored CI

184. 3. Event – Model

185. 3. Event Management – Real world example
Generate and detecting meaningful notifications (Subset of Monitoring)

186. 3. Event Management – Real world example
Generate and detecting meaningful notifications (Subset of Monitoring)

187. 3. Event Management – Sample Tool Repository
- Event management system (including event correlation)
- CMDB systems (for service impact)

188. Incident
4
Key Component
[28]

189. 4. Incident – Overview
- Facilitate normal service operations restoration as quickly as possible.
- Minimize the impact on business operations thus optimizing service quality
and availability.
- Manage the state escalation paths and general lifecycle of the Incident.
Purpose
Key Data Objects
- Unplanned interruption to an IT service or reduction in the quality of an IT
service as defined within the Service Contract
- Data object Hosts and manages Incident data.
Incident (data object):

190. 4. Incident – Overview
Auxiliary Data Objects
- Record of any end-user contact with the service desk agent.
- In some cases, either the service desk agent or self-service knowledge can
resolve the Interaction without creating and managing an Incident.
Interaction (data object):

191. 4. Incident – Model

192. 4. Incident – Real world example
Incident Examples

193. 4. Incident Management – Real world example
Firefighters try to prevent fire from spreading any further & cause more damage

194. 4. Incident – Real world example
Blue screen is Incident example

195. 4. Incident – Sample Tool Repository
- Self-service portal (including self-help and self-ticketing)
- Incident management tool (part of the ITSM system)
- Customer survey tool
- CMDB systems (for impact and investigation)

196. Problem
5
Key Component
[29]

197. 5. Problem – Overview
- Managing the lifecycle of all Problems.
- solve severe/repeating Incidents
- Prevent Incidents from happening, and minimize the impact of Incidents that cannot
be prevented.
- Create Known Error instances from unsolved Problems.
Purpose
Key Data Objects
Problem, Known Error (data object):
Defines the Problem or Known Error and manages the Problem and
Known Error lifecycle

198. 5. Problem – Model

199. 5. Problem – Real world example
Visible Past is (Incident) , Invisible part is the root cause (Problem)

200. 5. Problem – Real world example
Investigation result display adapter root cause error ( Blue screen Error)

201. 5. Problem – Sample Tool Repository
- Problem management tool (part of the ITSM system)
- Predictive analytic tools (including big data solutions)
- Operations log analytics
- CMDB systems (for impact and investigation)

202. Change Control
6
Key Component
[30]

203. 6. Change Control – Overview
- Managing the lifecycle of all the RFCs in the IT environment.
- Ensure changes are done in a standardized & auditable way so business risk is
minimized
- Facilitate communication with stakeholders
- Enable notification of all affected change stakeholders.
- Enable RFC management against a change calendar and avoid change collisions.
Purpose
Key Data Objects
RFC (data object):
- Change data to manage the change lifecycle.
- Includes details of the proposed change and may be recorded on paper or
electronically

204. 6. Change Control – Model

205. 6. Change Control – Real world example
Replacing the battery sample for change

206. 6. Change Control – Real world example
Replace Display card sample of change after problem Management root cause analysis done

207. 6. Change Control – Sample Tool Repository
- IT Service Management (ITSM) system
- Change management tool
(normal/emergency/standard change)

208. Configuration Management
7
Key Component
[31]

209. 7. Configuration Management – Overview
- Focused on tracking inventories of Actual Services and associated relationships
- Identify, control, record, report, audit, and verify service items , including versions,
components, their attributes, and relationships
Purpose
Key Data Objects
Actual Service (data object):
- Represents the realized deployment of the service.
- Includes Configuration Items that represent implemented service components
- Should be kept in sync with the Desired Service , but includes specific
implementation characteristics and details.

210. 7. Configuration Management – Model

211. 7. Configuration Management – Real world example
Configuration Item Vegetable example

212. 7. Configuration Management – Real world example
Configuration Management System have collection of CMDBs

213. 7. Configuration Management VS Asset Management
Configuration Item
Item where you need to track
incidents and problems related to it
&
Track its relationship with other similar items
for planning changes,
an application server is a CI since
it’s essential to track any issues with it
and all the devices linked to it.
All CIs are controlled by Change Management

214. 7. Configuration Management VS Asset Management
Asset
Item has some financial value & You need to track its financial or contractual aspect
Value of an asset might depreciate over time
and eventually get to zero.
The building where your office is located
is an asset until its lease is up. (contract finished)
All Assets are controlled by Asset Management

215. 7. Configuration Management – Sample Tool Repository
- Discovery/automated inventory (& configuration auditing tools)
- Configuration Management System (CMS)
- Configuration Management Database (CMDB)
- Desktop management tools
- Element managers such as network, database, storage, and
- system management tools

216. Diagnostics & Remediation
8
Key Component
[32]

217. 8. Diagnostics & Remediation – Overview
- Provide diagnostics information and/or remediation steps to shorten the MTTR ,
through the use of manual and automated Run Books.
- Help streamline diagnosis and remediation for service functions.
- Manage the Run Book lifecycle.
Purpose
Key Data Objects
Run Book (data object):
- A routine compilation of the procedures and operations which the administrator
or operator of the system carries out.
- A Run Book can be either a manual process or an automated script.

218. 8. Diagnostics & Remediation – Model

219. 8. Diagnostics & Remediation – Real world example
Run book Example ( Manual – Automated)

220. 8. Diagnostics & Remediation – Real world example
Run book steps to investigate and diagnostic

221. 8. Diagnostics & Remediation – Sample Tool Repository
- Diagnostics tools
- Orchestration tools in use for run book automation

222. 9 IT4IT Implementation Approach
▷ High-Level Approach for Implementing the IT4IT
▷ Implementation steps quick overview

223. High-Level Approach for Implementing the IT4IT Standard

224. Conduct IT4IT Baseline Assessment
Perspectives on the IT Landscape (validate how IT is actually performing)
[Step 1]

225. Conduct IT4IT Baseline Assessment
Build a complete IT4IT tool inventory from existing IT Management tools
[Step 1]

226. Perform Value Stream Analysis
Follow a “product” or “service” from beginning to end & Connecting Dots
[Step 2]

227. Define IT4IT Ownership and Governance Model
IT4IT Enabling the IT Function to Deliver IT Services to the Business
[Step 3]

228. Define IT4IT Ownership and Governance Model
IT4IT Governance Model
[Step 3]

229. Define IT4IT Ownership and Governance Model
IT Value Stream Owners
[Step 3]

230. Define IT4IT Ownership and Governance Model
IT Value Stream Owners
[Step 3]

231. Define IT Management Vision, Mission, and Strategy
[Step 4]
Define overall mission and vision of the IT organization and its required IT management capabilities
- New business plans and direction
- New goals for the IT organization, such as to reduce cost , improve cost transparency
- New sourcing strategies (outsource or insource)
- Move applications to the cloud (such as SaaS) or building a hybrid cloud environment
- HR strategy for IT (including new skills and competences)
- Target direction of the innovative technologies (DevOps , Big data , IOT , Containerization , … )
Key Inputs

232. Define the Target IT4IT Architecture
Recommended to use TOGAF Architecture Development Method (ADM)
in design and realization of target architecture
[Step 5]

233. Perform Gap Analysis
Gap Analysis Samples ( S2P)
[Step 6]

234. Perform Gap Analysis
Gap Analysis Samples ( R2D)
[Step 6]

235. Perform Gap Analysis
Gap Analysis Samples ( R2F)
[Step 6]

236. Perform Gap Analysis
Gap Analysis Samples ( D2C)
[Step 6]

237. Define the IT4IT Roadmap
[Step 7]

238. Set Up an IT4IT Model Office
[Step 8]

239. Set Up an IT4IT Model Office
[Step 8]
IT4IT Model Office Modeling Layers

240. Execute the IT4IT Transformation Roadmap
[Step 9]
IT4IT Delivery Model

241. “
References
IT4IT™ for Managing the Business of IT
IT4IT™ Reference Architecture 2.1
ITIL Process Infographic Videos
Chargeback/Showback 1 - 2
Mickael Fulton Articles

242. References
Sample of Tool Categories

243. “
To Be continue .. 

244. Thanks!
Any questions?
You can find me at:
eng.mohamedzakarya@gmail.com
Mohamed Zakarya Abdelgawad