Module 9: Technology and Architecture

Venugopal Subbarao Arcot

Santharaj Kuppuswamy

ITIL V3 Foundation Training

AO and T&T Practice, Competency Development & SM Profession - FY08Q04

© 2006 Hewlett-Packard Development Company, L.P.

The information contained herein is subject to change without notice
Agenda
• Why Technology and Architecture?
• Architectural Relationships
• Technology Consideration, Services Technology Drivers
• Tools Requirements, Selection
• Technology and Architecture – Service Design
• Technology and Architecture – Service Operation
• Technology and Architecture – Service Transition
• Technology and Architecture – Continual Services Improvement
• Technology and Architecture – HP Enablement
• Mock Questions

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Why Technology and Architecture?
Architectural design with due consideration of the
services to be delivered forms a strategic basis when
developing and deploying infrastructures.
• Architecture is defined as: "The fundamental
organization of a system, embodied in its components,
their relationships to each other and to the
environment, and the principles guiding its design and
evolution"
• System - "a collection of components organized to
accomplish a specific function or set of functions"

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 Architectural Relationships

Picture from: Introduction to ITIL, The Courseware Company

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Technology Consideration
• There are two types of technology: one for the live
services; the other to increase the effectiveness of the
management of the services.
− Technology architecture includes, applications and system
software, information and data, infrastructure design
including all hardware and documentation, and
environmental systems.
− Management architecture includes an integrated toolset,
which automate procedures and management activities.

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Services Technology Drivers
• Understand business operations and advise about the short- and
long- term opportunities (and limitations) of IT.
• Agile and nimble to allow for unpredictability in business needs.
• Accommodate technological change, with a reduced cycle time,
matching a reduced window in the business cycle.
• Maintain or improve existing quality of services while adding or
removing technology components.
• Ensure that quality of delivery and support matches the business
use of new technology.
• Be cost effective.

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Services Technology Drivers
• Understand business operations and advise about the short- and
long- term opportunities (and limitations) of IT.
• Agile and nimble to allow for unpredictability in business needs.
• Accommodate technological change, with a reduced cycle time,
matching a reduced window in the business cycle.
• Maintain or improve existing quality of services while adding or
removing technology components.
• Ensure that quality of delivery and support matches the business
use of new technology.
• Be cost effective.

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Tools Selection
• Produce a clear Statement of Requirements (SoR)
that identifies the Business Requirements

• Use MoSCoW analysis to define features

− M – MUST haves
− S – SHOULD have if possible
− C – COULD have if it does not affect anything else
− W – WON’T have this time but WOULD like in future

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Tools Selection Sequence
Requirements

Products
Identify

Selection
Criteria

Evaluate Select Product

Product

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Technology and
Architecture (Tools):
Service Design

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Tools with Service Design

• Hardware and Software Design

• Environmental Design
• Process Design
• Data Design
• Service Lifecycle Management

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Technology and
Architecture (Tools):
Service Operation

HP Confidential – restricted to HP internal audience only

Tools with Service Operation

• Self Help functionality

• Workflow/ Process Control Engine
• Integrated CMS
• Diagnostics
• Reporting Capabilities/ Dashboards

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Technology and
Architecture (Tools):
Service Transition

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Tools with Service Transition

• Application Management Tools

• Service Dashboards and Reporting Tools
• Data Mining Tools
• Measurement and Reporting Systems
• Test Management and Testing Tools
• Deployment and Logistics Systems

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Technology and
Architecture (Tools):
Continual Service
Improvement

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ITIL v3 mapping for BTO software
CONTINUAL SERVICE IMPROVEMENT

STRATEGY DESIGN TRANSITION OPERATIONS

Project & Portfolio Management Center

SOA Center

Quality Center

Performance Center

Application Security Center

Business Availability
Center

Operations Center

Network
Management Center

Client Automation Center

Data Center Automation Center

Service Management Center

Tools with Continual Service Improvement
• Systems and Network Management
• Event Management
• Incident/Problem Resolution
• Knowledge Management
• Service Request and Fulfillment
• Performance Management
• Security Management
• Financial Management

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Technology and
Architecture (Tools):
HP enablement

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HP BTO Software provides ITIL v3 lifecycle
enablement from strategy to operations
CONTINUAL SERVICE IMPROVEMENT

STRATEGY DESIGN TRANSITION OPERATIONS

STRATEGY APPLICATIONS OPERATIONS

Quality Business Service Business Service IT Service
Management Management Automation Management
Operations Orchestration
Project & Portfolio Quality
Management Center Business
Center Availability Client
Center Automation
Center
Performance Service
CIO Office Operations
Center Management
Center
Center
Data Center
SOA Network
Application Automation
Center Management
Security Center Center
Center

CTO Office SAP, Oracle, SOA, J2EE, .Net Universal CMDB

How HP supports through its product

STRATEGY APPLICATIONS OPERATIONS

Business
Project & Portfolio Quality Availability Service
Management Center Center Center Management
Center

Universal CMDB
CIO Office
Operations
Center

SOA Performance
Change &
Center Center
Network Configuration
Management Center
Center
CTO Office SAP, Oracle, SOA, J2EE, .Net

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Service Strategy
Practical decision making
Service Portfolio • How should we select, adapt and tune the best IT
strategies?
Service
Pipeline • How do we manage demand, IT finance and our
service portfolio?
Service
Catalog
• How does IT create value for its customers and who
are those customers?
Retired • How do we manage risk, uncertainty and
Services
complexity?

Service Strategy Processes HP Centers

Strategy Generation & Demand Mgmt Project & Portfolio Mgmt Center
IT Financial & Service Portfolio Mgmt Service Management and Project & Portfolio
Mgmt Centers
Service Design
Pragmatic Service Blueprint
• Policies, Architecture, service models
People • Effective technology, process and measurement
design
Products/
Processes
Technology
• Outsource, shared services, co-source models? How
to choose the best option?
Partners/ • The service package of utility, warranty, capability,
Suppliers
metrics tree

Service Design Processes HP Centers

Requirements Mgmt for Availability, SLM, Quality and SOA Center
Capacity, Service Continuity, Information
Security Mgmt
Supplier Mgmt & Service Catalog Mgmt Service Mgmt Center
Service Transition
Managing change, risk & quality assurance
Service Knowledge
Management System Decisions
Configuration Management
System
Configuration Management
Databases
Service Transition Process
Transition Planning & Support, Change
Service Asset & Configuration, Release &
Deployment Mgmt and Knowledge Mgmt
Service Validation & Testing
Evaluation
• Newly designed Change, Release & Configuration
processes
• Risk and quality assurance of design
• Managing organization & cultural change during
transition
• Integrating projects into transition
• Creating & selecting transition models
HP Centers
Service Management, Change &
Configuration Mgmt Centers and Universal
CMDB
Quality, Performance and Application
Security Centers
Universal CMDB, Business Availability,
Operations and Network Mgmt Centers
Service Operation
Responsive, stable services
• Robust end to end operations practices
Event • Redesigned, incident and problem processes
Management
• New processes covering Request, Asset, Security, Event &
Technology operational management
Incident Incident
Management Management
• Influencing strategy, design, transition and improvement
• SOA, virtualization, adaptive, agile service operation
Request models
Fulfillment

Service Operation Processes HP Centers

Access Mgmt Identity Center
Operations and Event Mgmt Business Availability, Operations, Network Mgmt, SOA
Centers and Storage Essentials
Incident, Problem, Request Fulfillment Service Mgmt Center
Mgmt
 Continual Service Improvement
Measures to improve things
Identify
• Vision
• Strategy 1. Define what • The business case for ROI
• Tactical Goals you should
• Operational Goals measure
• Getting past just talking about it
2. Define what
7. Implement corrective
actions
you can
• Overall health of ITSM
measure
• Portfolio alignment in real-time with
Goals
6. Present & use the 3. Gather the data business needs
information, Who? How?
assessment and
resulting actions
When?
Integrity of
• Growth and maturity of SM practice
data?
• How to measure, interpret and execute
5. Analyze the data 4. Process the data results
Relationships, Frequency?
Trends? According to Format? System?
plan? Targets Met? Accuracy
Corrective action?

Continual Service Improvement Processes HP Centers

Service Improvement, Service Measurement, Service Mgmt and Business
Service Reporting and Service Level Mgmt Availability Centers
Technology and
Architecture (Tools):
Recap

HP Confidential – restricted to HP internal audience only

Technology and Architecture - Question #1
• Which of the following CANNOT be stored and managed by a tool?

 Knowledge
 Information
 Wisdom
 Data

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Technology and Architecture - Question #2
• Which is the correct sequence of events in the selection of a technology tool?

 Select Product, Requirements, Selection Criteria, Evaluate Product

 Selection Criteria, Requirements, Evaluate Product, Select Product
 Requirements, Selection Criteria, Select Product, Evaluate Product
 Requirements, Selection Criteria, Evaluate Product, Select Product

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Technology and Architecture - Question #3
• Which of the following areas would technology help to support during the Service Transition
phase of the lifecycle?

 Data mining and workflow tools

 Measurement and reporting systems
 Release and Deployment technology
 Process Design

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Technology and Architecture - Question #4
• A benefit of using Service Design tools is?

 To help ensure that standards and conventions are followed

 To help ensure that events are detected as quickly as possible
 To help enable different applications to work together
 To help implement architectures that support the business strategy

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 Thank You

AO and T&T Practice, Competency Development & SM Profession - FY08Q04

© 2006 Hewlett-Packard Development Company, L.P.

The information contained herein is subject to change without notice