Professional Documents
Culture Documents
ITSM journey
Anton Lykov and
Roman Jouravlev
White Paper
January 2018
Contents
1 Introduction 03
4 A reference architecture 04
10 Conclusion 10
12 About AXELOS 11
IT service managers can use IT4IT instantly for the benefit of their business and their customers. There is
no need to wait until the standard is widely adopted by all parties involved. IT4IT provides a set of
concepts and solutions that can be valuable for ITSM development initiatives in any organization today,
regardless of the maturity and scope of their IT service management system. Used together, ITIL® and
IT4IT will help organizations to get the most out of available information technologies in a constantly
changing, complex IT and business context.
We are sure that the only way to achieve effective and efficient management of IT in this rapidly evolving
business and technology environment is to combine available management standards, frameworks and
practices, adapting and adopting them for the benefits of all stakeholders. We believe that there is no
single overarching source of universal knowledge and that all frameworks available should be treated by
practitioners as complementary rather than competing.
In this paper, we show how IT4IT can help IT service managers at each stage of the service lifecycle.
The paper is addressed to ITSM professionals who are familiar with the ITIL structure, scope and content
and have an awareness of the IT4IT standard.
Since the concept of integrated service lifecycle management was described in ITIL 10 years ago, it has
progressed from the denial of such ideas to acceptance. It has become obvious and natural to many
organizations that the value of IT services cannot be realized solely by applications, infrastructure or
operations and should be managed along the whole lifecycle industry, from service concept to actual
day-to-day delivery and operations.
Principles such as “Focus on value” and “Work holistically” expressed in the ITIL® Practitioner Guidance
further emphasize the need for the integration of the service lifecycle phases and for a common
service strategy1.
Keeping ITSM integrated in a heterogeneous organizational landscape is a topical and complex task for
IT governing and managing bodies, and to solve this, we need a common vision for strategy, operational
model and ITSM architecture. Again, it cannot be a solution on its own, but it would help build an
end-to-end service management system across all service lifecycle phases as well as all parties involved.
4. A reference architecture
In 2014 The Open Group started to create a reference architecture to help organizations overcome
integration challenges. The architecture incorporates ITSM best practices from ITIL, the architecture
development method from TOGAF® and the architecture modelling language of Archimate2. The key
concept of an IT value chain was introduced, based on the work of Michael Porter3. Many sources
of knowledge and good practice, such as ITIL, COBIT® and SAFe®, were taken into consideration.
The resulting product (The Open Group IT4IT Reference Architecture standard, current v2.1) comprises a
reference architecture and a value chain-based operating model for managing the business of IT. The value
chain-based model presents IT management as a system of four value streams and five support activities,
which according to IT4IT do not directly generate value for the business although they are required to
facilitate value generation. Similar to Porter’s original value chain for production companies, this model
illustrates how IT organizations provide value to their stakeholders.
There are four value streams in the model: strategy to portfolio (i.e. plan); requirement to deploy
(i.e. build); request to fulfill (i.e. deliver) and detect to correct (i.e. run). It is an approach that resembles
the four phases of the ITIL service lifecycle which are service strategy, design, transition and operation
(although there is no direct one-to-one mapping). Five support areas described in IT4IT are governance,
risk and compliance; resource and project; intelligence and reporting; sourcing and vendor; finance
and assets.
The IT4IT reference architecture is an information model for the whole value chain, and as stated in
The Open Group IT4IT Reference Architecture document, it has the objective to convey, in a prescriptive
fashion, the key data objects, relationships, and components that are foundational for all IT organizations.
Essentially, it is a high-level information model which defines the functional components and key data
objects of an integrated IT management toolset. It also describes how they are integrated and operated
within the toolset. The information model is focused exclusively on the data objects that are mandatory for
ensuring end-to-end financial and/or operational traceability of the service.
04 Taking IT4IT to the ITSM journey AXELOS.COM
It is important to note that IT4IT in its current version does not provide a business process architecture.
Instead, it defines the highest level of value chain model using a combination of IT management
capabilities from various sources (primarily from ITIL and COBIT). It does provide an information
architecture, but only at the higher levels of abstraction, leaving the lower levels to the tool vendors and
integrators. This approach has its advantages and disadvantages for users:
On
the one hand, it is widely applicable and provides an important layer of overall IT management
system design for various organizations, processes and tools.
On
the other hand, it is not as prescriptive as one could expect since a detailed model is currently
provided only on the higher levels of abstraction. Lower levels are either under development or left to
the discretion of specific vendors and solutions. However, although it is prescriptive, IT4IT requires
significant work to adopt and adapt work on many levels.
Another note on the scope of the reference architecture: as it only includes functional components and data
objects to ensure effective management of services along their lifecycle, the current version of IT4IT does
not cover functional components and data objects required for the support activities (governance, finance,
project etc.).
With these constraints in mind, ITSM practitioners can still use the IT4IT reference architecture in their
work for a range of purposes, from strategy generation to tool selection and integration. In the following
chapters, we will provide some examples of how IT4IT can help at every phase of the service lifecycle.
Perspective
(where do we see ourselves now and in the target future state)
Position
(what is our place and how do we compare to other market players)
Plans
(what are we going to do to progress from current to target state)
Patterns
(how do we operate; what are the rules and structures to realize the plans).
The ITIL service lifecycle model and ITSM processes described in the core ITIL publications provide a
high-level answer to the questions relating to pattern, such as:
How
do we define and develop our service portfolio?
How
do we manage services along their lifecycle?
How
do we manage service quality and ensure continual value delivery?
How
do we ensure continual improvements of processes, services and technologies?
How
do we control our services and assets?
How
do we evaluate and manage changes?
How
do we minimize service disruptions?
Focus
on value
Design
for experience
Start
where you are
Work
holistically
Progress
iteratively
Observe
directly
Be
transparent
Collaborate
Keep
it simple.
These and many other recommendations on “how to manage IT services” provided by ITIL, will help a
service provider to design, develop and continually improve a service management system aligned with
overall business and IT management systems of the enterprise8. However, some pattern questions that
inevitably arise when an organization plans its service management capabilities are discussed in less
detail in the core ITIL publications and require practitioners to consult other sources of knowledge and
good practice. Some answers can be obtained from complementary ITIL publications (e.g. ITIL Guide to
Software Asset Management4), some are provided by other Best Management Practice portfolio products,
such as PRINCE2® or RESILIA™, and some can be found in other frameworks, standards and methods
available in the industry.
IT4IT integrates various industry frameworks into a common reference architecture, which can help in
connecting the concepts and practices of different frameworks together. IT4IT can be used to plan the
informational and technological architecture of a service management system that takes the service all the
way from a conceptual idea to an actual service in production. The reference model describes data objects,
their relationships, linkage to the service backbone, as well as functional components that are needed
along the way. The high-level value chain model, which is to some extent aligned to the ITIL service
lifecycle, can serve as a bridge from ITIL processes and functions to the functional components of the
reference model. The IT4IT architecture can help to answer the following service strategy questions:
How
do we keep records of service management activities and ensure integrity of the
service information?
How
do we manage service documents and records from concept to design to release and actual
operational services?
In addition to the big picture of functional components and data objects of a service management system
which can be used in the strategy generation step, there are several specific elements of the IT4IT model
that can support the design and automation of some ITSM processes. For each functional component,
IT4IT provides a description of the related data objects with attributes and relationships; a list of the
main functions, and a model visualizing the integration of the component into the overall architecture.
This information can be helpful for both high-level and detailed design of service management processes,
especially when aiming for process automation and integration.
information
architecture planning
integration
of process and management systems design
definition
of the functional requirements for ITSM tools
integration
of new or changed elements into the management system.
ensuring
that all service models and service solution designs conform to strategic, architectural,
governance and other corporate requirements
managing
the quality criteria, requirements and handover points between the service design stage and
service strategy and service transition.
To support the achievement of these objectives, the following functional components and their respective
data objects can be useful: requirement, project, service design and source control. Their functions are
designed to support service design activities from requirement analysis, through project management, to
finalization of the service design package (service release blueprint in IT4IT model).
IT4IT is especially valuable for mapping the data objects and functional components mainly familiar from
software development methods, to the successive, more delivery and operations-oriented, value streams.
Such data objects and functional components of the requirement to deploy value stream include defect,
test, build, build package and release. The IT4IT reference architecture can help in realizing objectives
related to a DevOps approach by connecting typically isolated tools and processes of development and
operations teams, thus providing transparency for both sides. Also, IT4IT highlights the need for iteration
between, or even simultaneous work in, design and build phases by combining these into the requirement
to deploy value stream.
The key idea of the requirement to deploy value stream in IT4IT is that it should produce a service
that is published to service catalogue, ready to be ordered and delivered, but also designed and built
for manageability.
Changes aimed at introducing new or changed services into live and related release and deployment
management process are supported with release composition, build, build package, and test components
of the reference architecture and data objects such as test case, build, build package, and service release.
Another important concept introduced by IT4IT is the service backbone. It goes far beyond configuration
management and links several data objects, which are created along the service lifecycle to maintain the
continuity of service-related information from conceptual service to actual service (comprised by actual
service configuration items [CIs] within the configuration management system [CMS]). This concept
supports and strengthens the notion of service lifecycle and its importance for IT management overall.
It can be adopted to provide traceability of architectural principles and requirements throughout service
lifecycle towards actual service.
Within request to fulfil (i.e. deliver) value stream, IT4IT also embeds on-demand deployment and delivery
of cloud-based services as well as classic on-premise services. These features are based on emerging
technology trends, and can be helpful for those who apply ITSM in these kinds of environments.
The IT4IT standard and Reference Architecture are most beneficial for service strategy and service design,
although various individual process improvements can also be inspired and supported by IT4IT.
The reference architecture provides a prescriptive model for the functional design of an integrated ITSM
toolset, which can be very useful for organizations defining their tool requirements, integrating several
tools into one management system, seeking better integration with third parties or otherwise improving
their ITSM automation. Supporting service providers who are willing to improve their integration with their
primary providers’ management systems and tools would benefit from IT4IT as a common standard for
information exchange, assuming the primary providers are using IT4IT too.
ITSM tools developers are not all aligned and aware of the IT4IT standard, yet their potential benefits
from using the standard cannot be overestimated as long as the service providers for whom the tools are
intended accept the reference architecture as an information model supporting their processes.
So, from the perspective of IT process standards and bodies of knowledge portfolio, IT4IT makes an
extremely useful contribution to this portfolio in the form of a common information architecture model;
specification of functional components for ITSM tool development and integration; and a developing set of
White Papers supporting adoption and adaption of the core content.
End notes
1
Very similar principles form a foundation for the emerging DevOps movement, as discussed in the Getting started with
DevOps paper.
2
http://www.opengroup.org/IT4IT/Relationships
3
Porter, Michael E. (1985). Competitive Advantage: Creating and Sustaining Superior Performance. New York.: Simon and
Schuster.
4
https://www.axelos.com/store/book/itil-v3-guide-to-software-asset-management
5
https://www2.opengroup.org/ogsys/catalog/W162
6
https://www2.opengroup.org/ogsys/catalog/W164
7
https://www2.opengroup.org/ogsys/catalog/W161
8
The TOGAF definition of ‘enterprise’ is “the highest level (typically) of description of an organization and typically covers all
missions and functions. An enterprise will often span multiple organizations.” http://pubs.opengroup.org/architecture/togaf9-
doc/arch/chap03.html [accessed 11 December 2017]
The authors thank the reviewers of this paper for their invaluable contribution: Akshay Anand (AXELOS),
Rik Burgering (Fruition Partners), Kaimar Karu (independent) and Juha Kujala (Sofigate).
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AXELOS.COM IT4IT 12
About this White Paper
This White Paper discusses the benefits of combining
ITIL® and IT4IT for optimized value delivery. It is
addressed to professional IT managers. The readers
are expected to have basic knowledge of ITIL and
IT4IT structure and content.