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1. Implementing ITIL® Service Strategy
through Enterprise Architecture
itSMF Singapore Annual Conference
16 Mar 2012
Please see Acknowledgements & Notices in second last slide
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2. My Organisation
 Institute of Systems Science
 www.iss.nus.edu.sg
 Part of National University of Singapore
 Support national IT competency development needs
 Faculty of practitioners from industry with average of
more that 15 years experience each
 Caters to working IT professionals
■ Post-Graduate Programmes
■ Executive Programmes
■ Consulting
■ Industry Research
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3. About Myself
ITIL Expert, TOGAF 9 Enterprise Architect,
CITPM (Senior), COMIT, CGEIT,
Chartered IT Professional
 20 years of IT management experience
 Process Improvement
 Enterprise Architecture and Planning
Goh Boon Nam
Chief, New Initiatives  IT Operations
Institute of Systems Science  Application Development
 Consultancy for private and public sector
 CMMI
 Enterprise Architecture
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4. ITIL v3.0 (ie. 2007 Edition)
© Crown Copyright 2011
Select right
Do things well
things to do
© Crown Copyright 2011. Reproduced under licence from the Cabinet Office
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5. ITIL V3.0 Service Strategy – Quick Poll
How many of your
organisations have trained
staff on the details of this
book and implemented it?
[exclude ITIL consulting /
training organisations]
© Crown Copyright 2011
© Crown Copyright 2011. Reproduced under licence from the Cabinet Office
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6. Global Status of ITIL Service Strategy (SS)
Process
In place
Source:
itSMF 2010 Global
Survey
Process
Not
In place
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7. Why low take-up of ITIL SS v3.0?
© Crown Copyright 2011
Lucky for me that I have a
background in electrical
engineering systems theory, a
graduate degree in operations
research, and a lifetime’s reading of
scientific literature, or I’m not sure
how I would have otherwise
survived my first encounter with it.
the IT Skeptic (Rob England)
Source: http://www.itskeptic.org/node/243
© Crown Copyright 2011. Reproduced under licence from the Cabinet Office
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8. Scope of ITIL V3 Upgrade (ie. 2011 Edition)
© Crown Copyright 2011
© Crown Copyright 2011. Reproduced under licence from the Cabinet Office
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9. ITIL Service Strategy 2011 Edition
2007 Edition 2011 Edition
© Crown Copyright 2011
© Crown Copyright 2011. Reproduced under licence from the Cabinet Office
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10. ITIL SS 2011 Ed – Clearly Defined Processes
“
”
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11. ITIL SS 2011 Ed – Guidance for Processes
E.g. “Strategy Management for IT Services
• Purpose & Objectives
• Scope
• Value to Business
• Policies, Principles and Basic Concepts
• Process Activities, Methods and
Techniques
• Triggers, Inputs, Outputs and Interfaces
• Information Management
• CSFs and KPIs
• Challenges and Risks”
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12. Time to implement ITIL SS?
Process
In place
Process
Not
In place
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13. Using Enterprise Architecture to help
Implement ITIL SS
 Aspects of ITIL Service Strategy overlapping
with EA
 What is Enterprise Architecture (EA)?
 Jump-start ITIL Service Strategy through
Enterprise Architecture
■ How Enterprise Architecture can help ITIL SS
■ How ITIL SS can complement EA
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14. ASPECTS OF ITIL SS
OVERLAPPING WITH EA
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15. What is ITIL Service Strategy?
 “A strategy is a complex set of planning activities
in which an organization seeks to move from one
situation to another in response to a number of
internal and external variables.”
 “ITIL service strategy specifically defines how a
service provider will use (ie. plan to use) IT
services to achieve the business outcomes of its
customers, thereby enabling the service provider
(whether internal or external) to meet its
objectives (of providing value to the customer).”
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16. What IT Services would you strategise
for these companies?
vs
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17. Strategic Management for IT Services
Strategic assessment Strategy generation Strategy execution
(through the service
lifecycle)
Analyse Vision
Determine Service
internal
perspective management
factors
Policies Align
Define
Form a assets with
market
position customer
spaces
outcomes
Documented Continual
Establish
service service
objectives
strategy Optimize improvement
Identify Plans
strategic Craft a critical
industry plan • Service portfolio success
factors • Financial factors
management
•Service design
Actions/ requirements
Analyse Adopt CSFs •Service transition
Prioritize
external patterns of requirements
investments
factors action •Service operation
requirements
Establish
objectives
Strategy measurement and evaluation
© Crown Copyright 2011. Reproduced under licence from the Cabinet Office
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18. One Key Output of ITIL Service Strategy
Service knowledge management system
Service Strategy
helps to plan and govern
Service portfolio
the implementation of
Service status Service Portfolio e.g.:
Requirements
Definition Service
pipeline
New IT services or enhancements
Analysis
Approved
to add to the Service Pipeline
Service lifecycle
Chartered
Design
Customer/support
Development team viewable
Build section of the
Test service portfolio
Service (the service
Release catalogue catalogue, with
Operational/live selected fields
viewable)
Retiring
Retired Retired services IT services to be retired
© Crown Copyright 2011 © Crown Copyright 2011. Reproduced under licence from the Cabinet Office
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19. ENTERPRISE ARCHITECTURE
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20. Who are using Enterprise Architecture?
 Public Sector Example
■ Singapore Government
• “The (EA) programme aims to establish a
federated view of all government agencies'
enterprise architectures to optimise government
ICT assets for greater cost savings or
avoidance.”
 Private Organisation Examples
 How does EA help them?
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21. Singapore Government EA
Ministry of Education
■ Before EA
• Uncoordinated IT expenditures
• Siloed redundant systems
• Limited IT efficiencies
• Cumbersome systems that prevented agility
■ EA helped
• Reduced number of systems by 44%
• Saved over $25 million
Source: http://www.infoworld.com/print/173372
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22. Proctor & Gamble
■ Before recent launch of EA
• Business processes not end-to-end digital
• Lack of standardisation
• Lack of real-time information
■ EA helped
• Introduce “Going Digital” programme
• Increased business process standardisation by
10%
• Increased end-to-end automation by 10%
• Increased real-time information by 300%
Source: http://www.infoworld.com/print/173372
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23. EA Definition
 Gartner
■ Enterprise architecture (EA) is the process of
translating business vision and strategy into
effective enterprise change by creating,
communicating and improving the key
requirements, principles and models that describe
the enterprise's future state and enable its
evolution.
■ Enterprise architects compose holistic solutions
that address the business challenges of the
enterprise and support the governance needed to
implement them.
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24. EA is NOT Solution Architecture
Source : http://www.andyblumenthal.com/2007/08/enterprise-architecture-is-not.html
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25. Enterprise Architecture – 4 Domains
Business
Business processes,
Architecture organization,
people
Application Data
Architecture Architecture
Services Data, information
Hardware, Technology
software, Architecture
network
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26. EA Target & Service Portfolio
Business
Business processes,
Service knowledge management system
Architecture organization,
people Service portfolio
Service status
Requirements
Service
Application Data
Definition
pipeline
Analysis
Architecture Architecture Approved
Service lifecycle
Chartered
Services Data, information Design
Customer/support
Development team viewable
Build section of the
Test service portfolio
Service
Technology
(the service
Hardware, Release
Operational/live
catalogue catalogue, with
selected fields
software, Architecture viewable)
network Retiring
Retired Retired services
© Crown Copyright 2011. Reproduced under licence from the Cabinet Office
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27. Creating Target Enterprise Architecture
Current Target
Business Business
Business processes, Business processes,
Architecture organization,
people
EA Architecture organization,
people
Method
Application Data Application Data
Architecture Architecture Architecture Architecture
Services Data, information Services Data, information
Hardware, Technology Hardware, Technology
software, Architecture software, Architecture
network network
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28. One EA Method – TOGAF ADM
 The Open Group
■ Vendor and technology-neutral industry consortium
■ Most famous for being the standards body for UNIX and
developer of TOGAF
 TOGAF
■ The Open Group Architecture Framework
■ A detailed method and a set of supporting tools for
developing an enterprise architecture
■ TOGAF ADM
■ TOGAF Architecture Development Method
■ A method for developing and managing the lifecycle of an
enterprise architecture, and forms the core of TOGAF
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29. TOGAF Architecture Development Method
TOGAF
ADM
Business Enhanced
Vision & Business
Drivers Capabilities
© The Open Group Source: http://pubs.opengroup.org/
architecture/togaf9-doc/arch/
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30. Business Architecture – Example (1)
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31. Business Architecture – Example (2)
Duplication Streamlined
in Functions Functions
Source: http://portal.hud.gov/hudportal/documents/
huddoc?id=DOC_15169.pdf
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32. Application Architecture – Current
Wasteful
Redundancy
and Siloed
Applications
Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13845.pdf
Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13845.pdf
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33. Application Architecture – Target
Streamlined
Portfolio
of
Applications
Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13845.pdf
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34. Data Architecture - Target
Streamlined
Portfolio of
Data Sources
-Consistent data
- “Single” source
of truth
Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13840.pdf
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35. Technology Architecture – Current & Target
Product HUD TRM
HUD TRM CATEGORY Parent Name
Version Status
SUN JAVA SYSTEM APPLICATION
Application Server Software 9 TF
SERVER
Application Server Software SUNONE APPLICATION SERVER 8.2 TC
Application Server Software SUNONE APPLICATION SERVER 7 M
Application Server Software SUNONE APPLICATION SERVER 6.5 O
Asset Management Tools OPEN VIEW ASSET CENTER 5 TF
• Target Future (TF)
Asset Management Tools OPEN VIEW ASSET CENTER 2 TC • Pilot (P)
Business Intelligence MICROSTRATEGY 8.X TC • Target Current (TC)
• Maintain (M)
Business Intelligence CRYSTAL REPORTS 8.5 M • Obsolete (O)
Business Intelligence CRYSTAL REPORTS 8 O
etc..
Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13829.pdf
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36. Technology Architecture – Target
Streamlined
Technology
Architecture
(example)
Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13843.pdf
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37. Enterprise Architecture “Viewpoints”
Source: http://pubs.opengroup.org/architecture/togaf9-doc/arch/Figures/35_viewpoints.png
EA
Viewpoints
include the
Service
Portfolio
© The Open Group
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38. Opportunities and Solutions
Business Architecture
Information Architecture
Current Target Gaps Opportunities
 ...........
....... ........ .......  ...........
Application Architecture
Current Target Gaps Opportunities
 ...........
....... ........ .......  ...........
Technology Architecture
Current Target Gaps Opportunities
 ...........
....... ........ .......  ...........
Portfolio of IT projects (examples)
1. Upgrade systems, network infrastructure, VPN
2. Increase server capacities
3. Implement enterprise data warehouse & BI
4. Implement CRM solutions
5. Implement Knowledge management
6. Implement B2B partner / customer portal
7. Standardize all application servers
8. Implement security controls on all financial applications
9. Implement workflow / business rules engines
10. Implement mobile sales force
11. etc.
Each opportunity can
be an IT initiative
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39. Migration Planning (1)
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Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13831.pdf

40. Migration Planning (2)
Source: http://portal.hud.gov/hudportal/documents/huddoc?id=DOC_13840.pdf
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41. Implementation Governance (1)
• Confirm Scope and Priorities for
Deployment with Development
Management
• Identify Deployment Resources and
Skills
• Guide Development of Solutions
Deployment
• Perform Enterprise Architecture
Compliance Reviews
• Implement Business and IT Operations
• Perform Post-Implementation Review
and Close the Implementation
Source: http://portal.hud.gov/hudportal/documents/huddoc?id=eatpv6.pdf
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42. Implementation Governance (2)
Source: http://pubs.opengroup.org/architecture/togaf9-doc/arch/Figures/50_org.png
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43. Architecture Change Management
Monitor for Triggers to Change the EA
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44. JUMP START ITIL SS WITH EA
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45. How EA Can Help ITIL SS (1)
 Service Portfolio is a key output of ITIL SS
 For an internal/shared IT service provider
■ EA helps create a Target Architecture/Service Portfolio
aligned to the enterprise’s needs
 For an external IT service provider
■ There are advantages to position its Service Portfolio
as a Target Architecture aligned to the customer’s
needs
 EA has a detailed and mature (v9) process to help
produce the Service Portfolio / Target Architecture
 EA process already exists in many organisations –
can jump start ITIL SS through existing EA processes
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46. How EA Can Help ITIL SS (2)
Number of TOGAF Certified professionals:
15,000 +
globally
900+
in
Singapore
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47. How ITIL SS Can Complement EA
 ITIL SS takes the strategic perspective from the IT Service
Provider point of view
 Whereas EA looks from the total enterprise point of view
and so will not cover above areas
 ITIL SS perspective
■ Especially useful for External Service Provider to © Crown Copyright 2011
differentiate itself from other providers – e.g. customer
portfolio analysis, positioning (eg. narrow catalogue to
variety of customers vs single customer type & broad
catalogue etc), service provider competitor analysis etc
■ Service provider competitor analysis also useful to
Internal/Shared Service Provider (eg. how to avoid being
outsourced)
© Crown Copyright 2011. Reproduced under licence from the Cabinet Office
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48. Summary
 Now is the right time to start implementing ITIL
SS
 ITIL SS and EA can be complementary
 If EA already exists in your enterprise or your
customer’s enterprise, consider integrating ITIL
SS into the EA process
 If not, consider creating a combined process from
the beginning rather than evolving two separate
processes over time
 Enhance the EA process with the additional
service provider perspective that ITIL SS
provides
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49. For Further Information
Please refer to:
http://www.iss.nus.edu.sg/
Or email Goh Boon Nam at:
issgbn@nus.edu.sg
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50. Acknowledgements & Notices
 ITIL® is a registered trade mark of the Cabinet Office
 The Swirl logo™ is a trade mark of the Cabinet Office
 Quoted text is from ITIL® Service Strategy © Crown
Copyright 2011. Reproduced under licence from the Cabinet
Office. [Any original emphasis excluded. Emphasis then
added for purpose of this presentation.]
 Text in italics is based on Cabinet Office ITIL® material.
Reproduced under licence from the Cabinet Office
 TOGAF® is a registered trademark of The Open Group
in the United States and other countries
 © 2012 NUS unless otherwise stated.
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51. THE END
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