Having worked with Operating Model for over 10 years, Dave has new adopted DevOps, IT4IT and Continuous Delivery alongside traditional frameworks. The concept of the value stream is central to the thinking. The presentation was delivered as a Keynote at the Open Group in Amsterdam October 2017 -https://www.youtube.com/watch?v=Y7yH1JJKvqc&t=1969s
Note that Dave and the ValueFlow team deliver Operating Model on the ServiceNow platform.
6. 8 things I learned along the way…
1. Plan – Build – Run < Operating Model
2. Operating Model > Structure
3. Governance controls are not separate
4. Independent “culture” change programs don’t
5. Framework de jour initiatives don’t deliver
6. Initiatives independent of the Service portfolio and Sourcing Model don’t work well
7. Leaders like the idea but struggle to design their own model
8. Nobody cares enough about FLOW
Commercial in Confidence 6
15. Presenting Capabilities using IT4IT
Single System of Record
ICT Governance
• Risk & Compliance Management
• Security Management
• Operating Model assurance
Technology Business Management
• Supplier/Vendor Management
• Financial Management
• Resource Management
Demand
Project Publish
Incident
Monitor & event
Problem
Change
Test
PLAN BUILD DELIVER RUN
STRATEGY TO
PORTFOLIO
REQUIREMENT
TO DEPLOY
REQUEST TO
FULFILL
DETECT TO
CORRECT
Portfolio
Fulfil
Release & Deploy
Design & Develop
Strategy &
Innovation
Filter & shape Request
Recharge
Knowledge
Service Integration & Operations Management
• Service Analytics
• Service Transition, Config & Asset Management (CMDB)
• Service Level Management & Supplier Integration
• Service Risk Management
• Using IT4IT to evaluate and
define Operating Model
capability in each value stream
• The automation architecture
needs to integrate the
supporting capability
requirements
• The Value Streams draw on
frameworks/guidance from all
useful sources including:
• IT4IT, ITIL, Agile, SIAM,
Prince2/MSP, COBIT, TBM
as appropriate
Platform Management
• API Management
• Platform Lifecycle Management
• Availability, Capacity & Service Continuity Management
16. Evaluating Capability Integration @ Flowability ;-]
• Extended from IT4IT to create
holistic capabilities
• Flow can be estimated
• Tools investments can be
justified related to the Value
Streams
• Operating Model can
accommodate different
service portfolios
• May need multiple instances
of some Value Streams
Functional
& Integrated
Functional
but decoupled
Functional Gap
Not evaluated
Single System of Record
ICT Governance
• Risk & Compliance Management
• Security Management
• Operating Model assurance
Technology Business Management
• Supplier/Vendor Management
• Financial Management
• Resource Management
Demand
Project Publish
Incident
Monitor & event
Problem
Change
Test
PLAN BUILD DELIVER RUN
STRATEGY TO
PORTFOLIO
REQUIREMENT
TO DEPLOY
REQUEST TO
FULFILL
DETECT TO
CORRECT
Portfolio
Fulfil
Release & Deploy
Design & Develop
Strategy &
Innovation
Filter & shape Request
Recharge
Knowledge
Platform Management
• API Management
• Platform Lifecycle Management
• Availability, Capacity & Service Continuity Management
Operations Management & Service Integration
• Service Analytics
• Service Transition, Config & Asset Management (CMDB)
• Service Level Management & Vendor Management
• Service Risk Management
20. First the “WHY” of your IT
20
• Engaging to understand business needs,
• Building or brokering optimal services
• Operating safely and efficiently, and
• Delivering a compelling customer experience
• Transformed IT Operating Model based on
emerging thinking: Working smart
• Choosing and integrating partners that fit our
model and aspirations
• High level of ServiceNow automation
• Cultivating a culture of excellence & collaboration
Enable our business to outcompete their
opposition using technology
23. Service Portfolio led Capability Development
23
Value Stream Designs
Supporting Capability Designs
Organisational Change Plans
2. Design Value Streams
• Cadence requirements
• GRC control requirements
• Process requirements
• Tool chain & Automation
• Metrics
• Support Model Requirements
• Roles & Skills
• Organisational Roles & Responsibilities
• Current state gap analysis
Target
Portfolio
of
Value
Streams &
Capabilities
Informs
1. Discover & Analyse
Capture data:
• Service Portfolio
• Business value drivers
• Delivery/Sourcing Models
• Existing cadence fitness
• Resource types & groups
• Architectural complexity
Service Family
Service Family
Service Family A
Analyse all Services work to find service families with similar attributes and value stream requirements
Service Family
Service Family
Service Family B
Service Family
Service Family
Service Family C
Service Family
Service Family
Service Family… n
3. Implement Value Stream Designs & Supporting Capabilities
• Prioritise Value Streams
• Deliver capabilities via Scrum & Kanban
• Measure performance
• Revise and continue
24. Organising Capability into a Roadmap of Releases
24
Single System of Record
ICT Governance
• Risk & Compliance Management
• Security Management
• Operating Model assurance
Technology Business Management
• Supplier/Vendor Management
• Financial Management
• Resource Management
Demand
Project Publish
Incident
Monitor & event
Problem
Change
Test
PLAN BUILD DELIVER RUN
STRATEGY TO
PORTFOLIO
REQUIREMENT
TO DEPLOY
REQUEST TO
FULFILL
DETECT TO
CORRECT
Portfolio
Fulfil
Release & Deploy
Design & Develop
Strategy &
Innovation
Filter & shape Request
Recharge
Knowledge
Operations Management & Service Integration
• Service Analytics
• Service Transition, Config & Asset Management (CMDB)
• Service Level Management & Vendor Management
• Service Risk Management
Platform Management
• API Management
• Platform Lifecycle Management
• Availability, Capacity & Service Continuity Management
• Outlines the sequence of capability
themes within each release
• Release capabilities may merge or
overlap, as maturity in each capability
group are assessed
• Sequencing will often depend on
incumbent tool replacement
timeframes and maturity level in non-
ITSM part of the technology lifecycle
Release 4+ – Integrated IT
Release 3 – Agile IT
Release 2 – Smart IT
Release 1 – Reliable IT
25. Capability Development Roadmap version n.n
Release 1 Release 2 Release 3 Release ….N
Capability Uplift
Cycles (Releases/
Sprints)
ServiceNow
Capabilities
Required
(Functions,
Applications)
Incident Problem
Change Config
Organisational
Capabilities
• Basic SMO capabilities
• Professional Demand Services
• Service Mgmt reporting & governance
• Teams become aware of current
sources of work and can prioritise
• Establish standardised infrastructure
and application support models
• Establish CSI / process governance
• SMO extensions
• Integrated Service Mgmt with
Operations team
• Further IT transition practices
• Report performance & cost per service
• Establish integrated vendor/supplier
mgmt (initial SIAM)
• Consumption based offerings and
chargeback
• Integrate governance & risk controls
• Continuous uplift of Service Mgmt
capabilities (CSI)
• Establish automated provisioning and
advanced release management (CD/CI)
• Design Service Mgmt capabilities to be
leveraged by non-IT teams & customers
• SIAM model in place
• Public Cloud leverage and services
• Health business process service support
• End to end support for Digital Hospital
Services
• Establish portfolio aligned delivery and
lifecycle management practices
• Extend governance, risk and threat
capability
• Initiate Bots and AI – predictive,
autonomous services
Service Desk Uplift
Engagement and Demand changes
D2C and R2F process/tooling uplift
Collaboration & Communities
SMO established
Catalog
Discovery Orchestration
Service
Mapping
Release
Asset
Cost
Operational
Intelligence
Knowledge
Service
Level
Benchmarks
Cloud Mgmt
Service
Portal Baseline
Reports Performance
Analytics
Service
Portfolio
Dashboards
Service Mgmt tools uplift
Service Analytics Predictive Analytics Business Process Analytics
Service Mgmt as a Service
GRC
Offerings, Requests, Fulfilment
Vendor
Performance
Release Capabilities
Security Incident
Response
Vulnerability
Response
Threat
Intelligence
Ideation Demand
Automated Test
Framework
Event
PPM
Resource
APM
Agile
Fin Mgmt
Clinical Application Service Support
ESM / CSM Integration
Service Catalogue/Offerings online
KPI based analytics
Platform architecture
SIAM establishment SIAM Automation
Cloud Services
Demand-Projects established
Tool Chain Cycles Automation and Integration ITSM Tool replacement Other ServiceNow and non ServiceNow tool chain initiatives
Manage multi tenant environment
Service Lifecycle Governance
Customer Lifecycle Services
Service Innovation