Reference Cards
The Open Group IT4IT™ Value Chain
and Reference Architecture
Version 2.1
IT 4 IT
TM
Personal PDF Edition. Not for redistribution.
IT 4 IT
TM
About the IT4IT™ Value Chain and Reference Architecture
The IT4IT Reference Architecture prescribes holistic management of the business of IT with
continuous insight and control, enabling Boundaryless Information Flow™ across the entire IT
Value Chain.
The Open Group IT4IT Reference Architecture standard comprises a reference architecture
and a value chain-based operating model for managing the business of IT. It provides
prescriptive guidance on how to design, procure, and implement the functionality needed
to run IT. The end-to-end, ‘how to’ emphasis of the IT Value Chain and IT4IT Reference
Architecture also enables the state of services that IT delivers to be systematically tracked
across the service lifecycle.
For more information, see www.opengroup.org/IT4IT.
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Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
Personal PDF Edition. Not for redistribution.
IT 4 IT
TM
The IT4IT™ Value Chain and Reference Architecture:
Accelerate your Transformation to a Digital Enterprise
An IT4IT Service
Model approach
enables effective
IT Portfolio
Management
The IT4IT
Standardsbased operating
model shifts IT
effort to value
delivery
The IT4IT Value
Streams support
transition to
Agile, Lean IT,
DevOps,
BiModal
The IT4IT Value
Chain model
supports an endto-end focus on
business
outcomes
For more detail, view the IT4IT™ Management Guide
“IT4IT™ for Managing the Business of IT”:
www.opengroup.org/library/g160
N170
Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
Personal PDF Edition. Not for redistribution.
IT 4 IT
TM
The IT4IT™ Reference Architecture
and the IT Value Chain
Leveraging Business Value Chain Success
Value Stream Overview
Build
t
tec t
De rrec
Co
to
Plan
est
qu l
Re Fulfil
to
a
tre
nt
me
ire loy
qu
Re Dep
to
gy
ate lio
Str rtfo
Po
to
ms
eS
lu
Va
Deliver
Efficiency
&
Agility
Run
ing
Ac
tivi
tie
s
Service Model Backbone
Finance & Assets
Sourcing & Vendor
ort
Strategy to Portfolio
Requirement to Deploy
Request to Fulfill
Detect to Correct
Drive IT portfolio to
business innovation
Build what the business
needs, when it needs it
Catalog, fulfill, &
manage service usage
Anticipate & resolve
production issues
Service Model Lifecycle
Intelligence & Reporting
pp
IT Value Chain
IT Value
Chain
Su
Resource & Project
Providers
Governance, Risk & Compliance
Service Model
t
men
ess
l
tua
cep
Con
Ass
tinu
ous
Con
Service
Release
Blueprint
ion
Consumer
rat
eg
Int
us
Service Model Backbone
Seek to detect
issues and to
correct them
before
impacting
users
o
nu
Handle each
request by
streamlining
the process
to fulfill it
Run
nti
Prioritize every
requirement
to build the
best services
and deploy
them
Deliver
ical
Define your
strategy to
balance and
broker your
portfolio
Build
Conceptual
Service
Log
Plan
Service
Release
Co
An Operating Model for the New Style of IT
Logical
Service
Service
Catalog
Entry
Actual
Service
Realized
Desired
Service
Continuous Delivery
N170
Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
Personal PDF Edition. Not for redistribution.
IT 4 IT
TM
IT4IT™ Reference Architecture,
Level 1
Enterprise
Architecture
Enterprise Component
Defect
Component
Architecture
Defect
Policy
Component
Requirement
Component
Requirement
Policy
Proposal
Component
Scope
Agreement
Portfolio
Backlog
Item
Source
Portfolio
Demand
Component
Conceptual
Service
Strategy to
Portfolio
Source
Control
Component
IT
Initiative
Offer Consumption Component
Problem
Component
Problem,
Known
Error
Shopping
Cart
Build
Component
Build
Offer
Management
Component
Request
Rationalization
Component
Offer
Build Package
Component
Build
Package
Service
Design
Component
Logical
Service
Test
Component
Test
Case
Project
Component
Service
Portfolio
Component
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IT4IT Reference Architecture L1
Subscription
Catalog
Composition
Component Service
Service
Release
Blueprint
Requirement to Deploy
Chargeback
Contract
Usage
Record
Catalog
Entry
Release
Composition
Component
Service
Release
Request
Chargeback/
Showback
Component
Fulfillment
Request
Fulfillment
Execution
Component
Desired
Service
Request to Fulfill
Chargeback
Record
Usage
Component
Incident
Component
Incident
Service Level
Component
Service
Contract
Event
Diagnostics &
Remediation
Component
Run
Book
RFC
Event
Component
Change
Control
Component
Service
Monitor
Service
Monitoring
Component
Configuration
Management
Component
Actual
Service
Detect to Correct
Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
Personal PDF Edition. Not for redistribution.
IT 4 IT
TM
Strategy to Portfolio (S2P)
Manage your IT Portfolio and Investments to
Drive Business Innovation
•
Provide the strategy to balance and broker your portfolio
•
Provide a unified viewpoint across PMO, Enterprise
Architecture, and service portfolio
•
Improve data quality for decision-making
•
Provide KPIs and roadmaps to improve business
communication
Value Drivers
Business Priorities
Data Consistency
Across PMO, enterprise
architecture, and service
portfolio mgmt
Decisions are based on
business needs
Reliability and trust
based on consistent data
across services
Financial Visibility
Traceability
N170
Strategy
• Define objectives
• Align business and
IT roadmaps
• Set up standards
and policies
Service Portfolio
Demand
• Enterprise
Architecture
• Service portfolio
rationalization
• Create service
blueprint and
roadmap
• Consolidate
demand
• Analyze priority,
urgency, and
impact
• Create new or tag
existing demand
% of new investment
vs maintenance
Demand
Selection
• Business value,
risk, costs,
benefits, &
resources
• What-if analysis
• Ensure governance
Proof Points
Holistic Demand
Information on
investment activity and
value realization
Key Activities
Link from business
request to what was
delivered
Innovation
Capital
% CapEx vs OpEx
Usage
Communication
With business
stakeholders through
service roadmaps
Costs
% planned vs actual
Compliance
By source and type
% satisfied customers
per service
Deficiencies in security
policies and standards
Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
Personal PDF Edition. Not for redistribution.
IT 4 IT
TM
Strategy to Portfolio (S2P 2.1)
S2P V.2.1
Development Scope & Budget
Development Spend
Chargeback/Showback
Component
Cost Modeling Component
Chargeback
Record
n:1
Service Portfolio
Component
Request to Fulfill
Enterprise Architecture
Component
Conceptual
Service
Blueprint
Conceptual
Service
Enterprise
Architecture
n:m
n:1
n:m
1:n
Service Model
Data Object – Key
IT Investment Portfolio
Component
Finance
(external to IT)
IT Budget Request
IT Budget Item
Approved IT Budget
Portfolio Demand
Component
Portfolio
Backlog
Item
Detect to Correct
Proposal
Component
Estimated
Budget
1:1
Problem,
Known Error
Competency
(availability)
Labor
Management
Assets
(availability)
Project Component
Scope Agreement
Scope Agreement
n:1
Problem Component
Entity Relationship
Scoping &
Proposed IT
Investment
Investments
Decisions
1:n
Portfolio Backlog
Item (rationalized/
prioritized)
Data Object – Auxiliary
Record Fabric Integration
Requirement to Deploy
ITFM Supporting Function
Portfolio
Backlog Item
Functional Component – Auxiliary
Requirement
Budget for Run & Operate
Scoping & Investment Decisions
1:n
Functional Component – Key
Requirement Component
Policy
Portfolio
Backlog
Item
Portfolio Backlog Item
Requirement to Deploy
Policy
Component
n:m
Conceptual
Service
Logical
Service
1:n
n:1
Business
Strategy
(External to IT)
Service Design Component
ITFM Supporting Function
Policy
Actual
Spend
Business Process
IT Cost Model
1:n
IT Initiative
Requirement to Deploy
Estimated Labor & Asset Configuration
Estimated Labor & Asset Cost
IT Asset
Management
Offer Management
Component
Supporting Function
Request to Fulfill
Engagement Dataflow
Current Practice
N170
Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
Personal PDF Edition. Not for redistribution.
IT 4 IT
TM
Requirement to Deploy (R2D)
Prioritize Every Requirement to Build or Source
the Best Services and Deploy Them
•
Provide a framework for creating, modifying, or sourcing a
service
•
Support agile and traditional development methodologies
•
Enable visibility of the quality, utility, schedule, and cost of
the services you deliver
•
Define continuous integration and deployment control points
Value Drivers
Reuse
Re-use of services and
requirements becomes
the norm
Financial Visibility
Improved inputs to IT
Financial Management
on full service cost
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Key Activities
Plan & Design
Develop
• IT project plan
• Logical service
model
• Requirements
• Functional &
technical
• Standards &
policies
• Development:
agile, iterative,
waterfall, …
• Source & set up
dev. environment
• Version control
• Developer testing
Test
• Functional:
desktop, web,
mobile
• Performance:
desktop, web,
mobile
• Security: static,
dynamic
Deploy
• Release plan
• Change and
configuration
process
• Knowledge
management
• Application and
security monitors
Proof Points
Time -to-Market
Faster time-to-market for
service realization
Predictability
Control point facts for
quality, utility, security,
and cost
Supplier Info
Increased traceability
across internal and
external suppliers
Requirements % of requirements –
Defects
% of detected versus
closed at release
% of automated
build, tests, deploy
Deploy
% of successful
deployments
% of project tasks or
cycles on time
Change
% of emergency
changes
dev, test, deploy
Automation
Policy Compliance
Across security, risk,
enterprise architecture,
and finance
On Time
Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
Personal PDF Edition. Not for redistribution.
IT 4 IT
TM
Requirement to Deploy (R2D 2.1)
Defect
RFC (Normal)
1:n
Scope Agreement
Proposal Component
Source Control
Component
Project Component
Scope Agreement
Strategy to Portfolio
IT Initiative
1:n
Request
Rationalization
Component
Source
n:m
Request
Request to Fulfill
Chargeback/
Showback
Component
IT
Initiative
Conceptual
Service
Strategy to Portfolio
1:n
Logical
Service
Blueprint
Release
Package
1:n
Logical
Service
1:n
n:1
Release
Composition Comp.
n:m
1:n
1:n
Service Release 1:1
Blueprint
Service
Release
1:n
n:m
Portfolio Demand
Component
Portfolio Backlog Item
Strategy to Portfolio
RFC
Fulfillment Execution
Component
Build Package
Component
Desired
Service
Test Component
1:n
Fulfillment
Request
1:n
Release Package
1:n
1:1
Request to Fulfill
Catalog Composition
Component
Service Catalog Entry (Unbound)
Requirement
Test Case
Service Catalog Entry
Defect Component
Defect
Request to Fulfill
1:1
1:n
Defect
1:1
IT4IT Reference Architecture, Version 2.1
1:n
Detect to Correct
1:n
n:m
Requirement
Component
Strategy to Portfolio
Service
Contract
n:m
Requirement
Policy
Service Level Component
Build Package
1:1
Development Spend
Policy Component
n:1
Service Contract (Template)
1:n
Service Design Component
Service Portfolio
Component
RFC
Development
Spend
Development
Scope & Budget
Request to Fulfill
Build
1:n
n:m
Chargeback
Record
Change Control
Component
Build Component
Functional Component – Key
Entity Relationship
Functional Component – Auxiliary
Record Fabric Integration
Service Model
Engagement Dataflow
Data Object – Key
Current Practice
Problem
Component
Problem,
Known Error
Detect to Correct
Defect
Defect
Incident
Component
Incident
Detect to Correct
Data Object – Auxiliary
N170
Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
Personal PDF Edition. Not for redistribution.
IT 4 IT
TM
Request to Fulfill (R2F)
Manage Catalog, Subscriptions, and Fulfillment
across Multiple Providers
•
Help your IT organization transition to a service broker model
•
Present a single catalog with items from multiple supplier
catalogs
•
•
Efficiently manage subscriptions and total cost of service
Manage and measure fulfillments across multiple suppliers
Value Drivers
Consumption
Consumers easily find
and subscribe via self service
Efficiency
Standard subscription
process with policies and
automation
N170
Key Activities
Design & Publish
Subscribe
Fulfill
• Mash catalog items
from all fulfillment
engines
• Set pricing,
options, and SLA
• Publish services
• Portal engagement
• Personalized
experience
• Route fulfillments
• Automate
deployment
• Self-service
• Manage
subscriptions
• Use internal and
external providers
• Integrate with
change, asset &
config. systems
Measure
• Service usage
measurement
• Chargeback/
showback
• Cost transparency
• Surveys and
ratings
Proof Points
Single Catalog
Single offer catalog with
multiple fulfillment
providers
Traceability
Across subscription,
usage, and chargeback
Service Broker
Deliver
Subscriptions per
period per service
Broker
% of subscriptions active
or expiring
Speed
% of orders fulfilled
with automation
Usage
% of successful
deployments
Costs
% of self -service
requests
Transition from request
management to broker
Cost Optimization
Recover expired and
unused subscriptions
and licenses
Satisfaction
% of subscriptions
requiring an incident
Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
Personal PDF Edition. Not for redistribution.
IT 4 IT
TM
Request to Fulfill (R2F 2.1)
n:m
1:1
User Profile
Engagement
Experience Portal
Service Catalog
Collaboration
Self-Service
Support
Knowledge
Shopping Cart
Shopping Cart
Conversation
Offer Consumption Component
Incident
Knowledge
1:n
n:m
1:n
Request Rationalization
Component
n:m
1:n
n:m
Request
Offer
Estimated Labor
& Asset
Configuration
Proposal
Component
Detect to Correct
Subscription
Chargeback/Showback
Component
Chargeback
1:n
Chargeback
Contract
Chargeback
Record
Subscription
Project Component
Strategy to Portfolio
Service
Monitor
Service Catalog Entry
n:1
1:1
Release
Composition
Component
Service Release
Blueprint
RFC
n:1
Actual
Service
Sourcing &
Vendor
Management
(External to IT)
1:1
1:n
Requirement to Deploy
RFC
Detect to Correct
Configuration
Management
Component
Chargeback
Record
Actual Service
Detect to Correct
Detect to Correct
Finance
(External to IT)
Chargeback
Record
Service
Portfolio
Component
Strategy to Portfolio
Usage
Component
Usage Record
R2F 2.1
Functional Component – Key
Functional Component – Auxiliary
Invoice
Service Model
Request
Fulfillment
Engine & Deploy/
Provision Systems
Supporting Function
Record
Usage
Usage
Request
Change Control
Component
Service Monitoring
Component
Request
Desired
Service
Incident
Component
Chargeback
Record
Detect to Correct
Fulfillment Execution
Component
Fulfillment
Request
1:n
Requirement to Deploy
n:1
Release
Package
1:n
Request
Service Catalog
Entry (Bound)
Catalog
Composition
Component
Knowledge &
Collaboration
Component
Status
Service Contract
1:1
1:n
n:m
Service Catalog
Entry (Unbound)
Service Level
Component
Service
Contract
(Instance)
Offer Mgmt.
Component
Offer
Catalog
Estimated
Labor &
Asset Cost
Service Level Status
Composite/Compound
Request
Service
Contract
(Template)
Cost
IT Asset
Management
Data Object – Key
Data Object – Auxiliary
Entity Relationship
Record Fabric Integration
Engagement Dataflow
Supporting Function
Current Practice
1:n
N170
Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
Personal PDF Edition. Not for redistribution.
IT 4 IT
TM
Detect to Correct (D2C)
Integrating IT Operations to Quickly Find
and Fix Issues
Key Activities
•
Bring together IT service operations to enhance results
and efficiency
•
Enable end-to-end visibility using a shared configuration
model
•
Identify issues before they affect users
•
Reduce the mean time to repair
Value Drivers
Efficiency
End -to-end visibility to
quickly identify and
resolve
Cost
Reduce tickets, war
rooms, and duplicate
work
N170
Detect
Diagnose
• See events,
alarms, and metrics
across the entire
infrastructure
• Understand user
issues
• Trace the
relationship
between events
• Enrichment
• Root cause
• Severity and
business impact
• Defined escalation
path
• Auto-fixed common
issues
Change
• Define change
request
• Perform problem
and risk analysis
• Approve
Resolve
• Implement change
• Leverage run
books
• Verify recovery
• Close records
Proof Points
Collaboration
Common language with
consistent data and
shared configuration
Risk
Defined business impact
and reduced clannish
knowledge
Traceability
Velocity
Decrease mean time
to repair
Effort
Root Cause
Increase in problems
identified and solved
Teamwork
Across event, incident,
change, and resolution
% of events and
incidents escalated
% of change -related
outages
Improvement
Shorter mean time to
repair and more uptime
Costs
% of automated event
and incident resolutions
Satisfaction
% of first call resolution
Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
Personal PDF Edition. Not for redistribution.
IT 4 IT
TM
Detect to Correct (D2C 2.1)
Release Composition
Component
Functional Component – Key
Functional Component – Auxiliary
Service Model
Service Release
Blueprint
Requirement
to Deploy
Data Object – Key
Service
Contract
(Template)
Data Object – Auxiliary
Entity Relationship
n:m
Record Fabric Integration
Engagement Dataflow
Current Practice
Usage
Component
Request to Fulfill
Request to Fulfill
Service Monitor
Service Discovery
Fulfillment
Request
Desired
Service
1:n
Incident
Request to Fulfill
Service Contract
Defect Component
Defect
Defect
Defect
Requirement
to Deploy
1:1
KPI
Portfolio
Backlog
Item
Portfolio Demand
Component
Portfolio Backlog
Item
Strategy to Portfolio
1:1
1:1
1:n
Business Measurement
(Incident)
Event
1:n
Event
Component
Incident
RFC
Change Control
Component
Problem,
Known Error
n:m
1:n
RFC
n:m
Run Book
Run Book
Configuration
Management
Component
1:1
n:m
n:m
Actual Service
1:1
Problem
Component
Problem
Incident
n:m
Actual Service
Request to Fulfill
Incident
Component
n:m
n:1
Actual
Service
1:n
Interaction
Event
1:n
Fulfillment Execution
Component
RFC
Self-Service
Support
n:m
Service Monitoring
Component
Service
Monitor
Request to Fulfill
RFC
Business / IT
Measurement
Status Usage
D2C V.2.1
Service Contract (Template)
Service
Contract
(Instance)
1:1
Offer
Consumption
Component
Offer Management
Component
Subscription
Request to Fulfill
Service Level
Component
Service Level Status
N170
Request
Rationalization
Component
Run Book
Diagnostics &
Remediation
Component
Run Book
n:m
Knowledge
Knowledge & Collaboration
Component
Knowledge
Conversation
n:m
Supporting Function
n:m
n:m
RFC
Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
Personal PDF Edition. Not for redistribution.
IT 4 IT
TM
•
•
•
Shell simplified its complex IT
process and tool landscape
Improved governance
Reduced number of IT vendors
IT4IT™ Success Stories
•
•
•
Bridged both IT and business silos
Enabled genuine collaboration
on business function
automation
Better time-to-market
•
•
Applied Value Chain thinking
to IT management
Increased automation
in IT operations
For more case studies and testimonials visit:
www.opengroup.org/IT4IT/testimonials
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Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
Personal PDF Edition. Not for redistribution.
IT 4 IT
TM
About The Open Group
Leading the development of open, vendor-neutral technology standards and certifications
The Open Group is a global consortium that enables the achievement of business objectives through
technology standards. The Open Group works with customers, suppliers, consortia, and other standard
bodies. Its role is to capture, understand, and address current and emerging requirements, establish
policies, and share best practices; to facilitate interoperability, develop consensus, and evolve and integrate
specifications and open source technologies; and to operate the industry’s premier certification service.
Keys facts include:
•Over 600 member organizations, with over 40,000 participants in The Open Group activities from 126
countries
•Our platinum members are: DXC Technology, Fujitsu, HCL, Huawei, IBM, Micro Focus, Oracle, and Philips
•Services provided include strategy, management, innovation and research, standards, certification, and test
development
• Vision of Boundaryless Information Flow™, with Enterprise Architecture as a critical element for making the
vision a reality; the TOGAF® Architecture Development Method (ADM) provides an important toolset
Further information on The Open Group can be found at www.opengroup.org.
N170
Copyright © 2017-18 The Open Group. All Rights Reserved. IT4IT™ is a trademark of The Open Group.
Personal PDF Edition. Not for redistribution.
Copyright © 2017-2018 The Open Group. All rights Reserved. IT4IT™ is a trademark of The Open Group.
Personal PDF Edition. Not for redistribution.