IT4IT Event Management The capability to manage Events throughout their Lifecycle. Event Management is one of the main Activities of IT Operations. /diagram/id-ea566c1f-1a6f-4825-b0b3-a4f77a7562a0 /diagram/id-ea566c1f-1a6f-4825-b0b3-a4f77a7562a0 id-019a7ec2-6e5e-4cf7-8449-f663c873caa2 Release Management The ability to plan, schedule and control the movement and installation of release configurations to test and live environments, while ensuring that the integrity of the environment is protected and that the correct components are released. Ability to create the Release Package, Product Release, Service Release Blueprints, and overall Product Release for developing and delivering new or changed services to the Fulfillment Execution capability to facilitate a smooth transition to IT operations. /diagram/id-b4aeafda-8ddc-4d4f-8eff-20d99bcb936a /diagram/id-b4aeafda-8ddc-4d4f-8eff-20d99bcb936a id-02dc2dc1-c939-4229-884e-b2024998d40e Product Sales Management The ability to generate, accept, approve, and manage customer orders for products and services. The ability to strengthen the IT business value, increase consumer awareness and IT customer loyalty, and drive traffic to the designated IT sales channels/portals. The ability to sell/promote the IT offer and facilitate the IT customer/consumer buying/selection process before, during, and after sales/selection through all channels. /diagram/id-bafa60be-a6a1-487f-9287-85c7d43192ce /diagram/id-bafa60be-a6a1-487f-9287-85c7d43192ce id-088e3149-60e8-477d-8662-efcb887f681b Product Portfolio Management The ability to create and manage the portfolio of services in plan, transition, production, and retirement with the aim to deliver the maximal aggregate value to the business objectives. It maintains the authoritative source for the list of services that IT delivers, has delivered in the past, or brokers to itself and business. IT services within the Service Portfolio typically correspond to one or more entries in the Offer Catalog. /diagram/id-b272f3ac-616b-4954-b442-8b484d1214a4 /diagram/id-b272f3ac-616b-4954-b442-8b484d1214a4 id-0a2e9d04-9abc-468d-be45-63ffc5c3c3da Strategy Management The ability to create establish business strategies and business plans to increase customer value, to lead the direction for the organization into the future, to develop and harmonize the organizations strategic landscape and to develop competitive business strategies. /diagram/id-c42a2d45-c3e6-4609-a7bf-30bb0086c45b /diagram/id-c42a2d45-c3e6-4609-a7bf-30bb0086c45b id-15328f11-200a-4210-a8c2-337c7559373e Capability Service Catalog Management The ability to publish and maintain a database or structured Document with information about all Live IT Services, including those available for deployment. It also includes the set of services available for reuse in the development of applications and other services. The former are contracted for via SLA, the latter by OLA. /diagram/id-2459cda9-157a-4a3e-a9ed-3a4f36bc3547 /diagram/id-2459cda9-157a-4a3e-a9ed-3a4f36bc3547 id-17e9b548-5df5-4fe2-929a-e4812f7347f9 Financial Management The ability to manage an IT Service Provider’s financial accounts and to to bill for and accept payment for services, or to make payment for services purchased and rendered. In an external provider archetype, may also include vetting of consumer credit applications and tax accounting. /diagram/id-3365fba0-171e-4c91-9fef-befbd1ed45c0 /diagram/id-3365fba0-171e-4c91-9fef-befbd1ed45c0 id-193bf971-dd31-4db3-820e-976cdba88a43 Product Backlog Management The ability to plan, resource, and execute a sequenced set of activities of prescribed duration that are managed together to achieve a defined scope of deliverables and other outcomes within established time, budget, and quality parameters. /diagram/id-595ef6dd-d119-424d-a20c-f65a73737c0c /diagram/id-595ef6dd-d119-424d-a20c-f65a73737c0c id-1949b9e2-6174-455f-ac7b-0b997d1a5d13 Policy Management The ability to define and maintain the policies, principles, rules and standards governing the implementation to be compliant towards the target state. /diagram/id-ac0ffe31-31fc-49f3-8000-0f752a9414ec /diagram/id-ac0ffe31-31fc-49f3-8000-0f752a9414ec id-223b1db6-238d-4228-bcac-f98430b2bbdc Customer Relationship Management The ability to maintain relationships with service consumers. In an Internal IT Provider archetype, Business Relationship Management or BRM is the the capability to maintain a Relationship with the internal enterprise Line of Business Unit consumers and stakeholders. Business Relationship Management usually includes: - Managing personal Relationships with Business managers; Providing input to Service Portfolio Management - Ensuring that the IT Service Provider is satisfying the Business needs of the Customers. - In an External Service Provider context, Customer Relationship or CRM, which means it is the ability to do the BRM, except it is not with internal but with external customers and organizations. This Capability has strong links with Service Level Management. /diagram/id-765ee6f1-e62b-400f-aecf-53ca2b23652a /diagram/id-765ee6f1-e62b-400f-aecf-53ca2b23652a id-252e0e09-0059-4e03-9b97-666896586917 Demand Management The ability to understand and influence Customer demand for Services and the provision of Capacity to meet these demands. At a Strategic level Demand Management can involve analysis of Patterns of Business Activity and User Profiles. At a tactical level it can involve use of Differential Charging to encourage Customers to use IT Services at less busy times. /diagram/id-4980c287-9130-469d-bc8d-521442ca3b64 /diagram/id-4980c287-9130-469d-bc8d-521442ca3b64 id-28325666-a3ee-49a4-a10f-cbab9f2c6fab Procurement Management The ability to receive and execute purchase orders for supplies, equipment, products, and services, and to handle purchase exceptions. /diagram/id-a2b232c7-f2ed-4598-bc2e-f4bd453d5c4f /diagram/id-a2b232c7-f2ed-4598-bc2e-f4bd453d5c4f id-29dc0367-a5e9-43b8-a4d2-a763f68a8fa9 Test Management The ability to plan and execute tests that ensure the IT service will support the customer’s requirements at the agreed service levels. It prepares test environment, plans and designs tests, and executes all functional and non-functional tests including performance and stress testing. It creates Defect data objects that are consumed by the Defect functional component. It provides test execution reports for the tested Requirements and ensures that the operations tooling works as expected (monitors, etc.). /diagram/id-c793f8c2-0082-4286-b75d-31f86303c1e8 id-2b4a62d8-e770-419d-a8ff-04fac555204a Asset Management The ability to track and report the value and ownership of capital assets throughout their life cycle. /diagram/id-3e96ccbf-932d-4d4a-9066-463c98d6e6f8 /diagram/id-3e96ccbf-932d-4d4a-9066-463c98d6e6f8 id-39b5d465-c268-4ac6-bf83-1889a4327082 Defect Management The ability to keep track of all Defects by registering Defects of all types (including security-related Defects). It analyzes Defects and finds resolutions. It also associates Defects with Requirements. It documents issues that should be communicated to the Release Composition functional component. It decides on target release and reports Defect status. It also converts Defects not resolved to Known Errors for Problem Management. /diagram/id-f7886d86-a8b3-4e66-935a-fac3cb18b3ad /diagram/id-f7886d86-a8b3-4e66-935a-fac3cb18b3ad id-47b545e4-69e7-4a6a-ac5a-53128876fdab Operations Management The ability to perform activities carried out by IT Operations Control, including Console Management, Job Scheduling, Backup and Restore, and Print and Output Management. IT Operations is also used as a synonym for Service Operation /diagram/id-958fc4bf-db20-4230-a0ef-b3b154c28e74 /diagram/id-958fc4bf-db20-4230-a0ef-b3b154c28e74 id-4967c13f-4efd-483d-8c6c-8378ac104816 Contract Management Workforce Management Continuity Management The ability to manage improvements to IT Service Management Processes and IT Services. The Performance of the IT Service Provider is continually measured and improvements are made to Processes, IT Services and IT Infrastructure in order to increase Efficiency, Effectiveness, and Cost Effectiveness. /diagram/id-4e859a09-5f08-4a65-989e-f4c9c6797ce4 /diagram/id-4e859a09-5f08-4a65-989e-f4c9c6797ce4 id-588c6c4b-b0bd-450c-9cb7-a512f4af96b8 Portfolio Backlog Management Architecture Management The ability to manage architecture is required to effectively describe the as-is and target architecture or 'blueprints' of the enterprise, to define the policies and standards used by it, and govern solution compliance to the defined architecture, policies, and standards. At an enterprise level, it includes enterprise architecture, the sub-domain specialties of enterprise architecture; at a tactical or service level, it includes solution architecture, service architecture, and systems (technology) architecture. The purpose of the Manage Architecture Capability is to use architecture policies and artifacts to provide the organization: - The ability to steer strategic decisions toward wanted positions and business outcomes (the future state) - The ability to proactively and holistically lead enterprise responses to business strategies and external drivers. - The ability to present business and IT leaders with recommendations to achieve target business outcomes and secure implementation of the transition roadmap. /diagram/id-3b87d382-7c98-461a-ad14-06d2d2850329 id-5e5bfe1e-1765-4be9-bab3-5dc6f0dd636e Collaboration Request Management The ability to provide a channel for users to request and receive offered services. /diagram/id-cfb3ba1c-5c2b-4f5e-b0de-801a7ed83322 /diagram/id-cfb3ba1c-5c2b-4f5e-b0de-801a7ed83322 id-64afc372-2959-4357-90c1-bfd37939ab76 Product Design Management The ability to design new or changed service software functionality and data. Ability to identify the new or existing services required to meet the needs of the Scope Agreement and IT Initiative, including both service systems and service offers. /diagram/id-543677fd-44af-4ac5-9d4a-6c17367fc02a /diagram/id-543677fd-44af-4ac5-9d4a-6c17367fc02a id-6a76d4da-dc19-4c1a-8941-6ed4a318cfa8 Risk Management Incident Management The ability responsible for managing the Lifecycle of all Incidents. The primary Objective of Incident Management is to return the IT Service to Customers as quickly as possible. /diagram/id-7ed4df1e-d0b7-4af7-a9ad-6297f3863535 /diagram/id-7ed4df1e-d0b7-4af7-a9ad-6297f3863535 id-73a167f6-5a76-48b7-be3e-9e374819bbb7 Service Level Management The ability to define and negotiate service warranties and qualities of service that comprise standard or custom service level offerings, and to govern compliance to them. SLM is responsible for ensuring that all IT Service Management Processes, Operational Level Agreements, and Underpinning Contracts, are appropriate for the agreed Service Level Targets. SLM monitors and reports on Service Levels, and holds regular Customer reviews. /diagram/id-d7cfef49-a035-4ae6-a207-daf063aade86 /diagram/id-d7cfef49-a035-4ae6-a207-daf063aade86 id-78d5e9b2-1ffb-4fcc-8afe-90ef0310442b Knowledge Management The ability to gather, analyze, store and share knowledge and information within an Organization. The primary purpose of Knowledge Management is to improve Efficiency by reducing the need to rediscover knowledge. /diagram/id-c3415ccb-34e3-482d-a12b-be419f9ef23a /diagram/id-c3415ccb-34e3-482d-a12b-be419f9ef23a id-811370c6-c957-4c77-89ea-0e97861dca82 Identity and Access Management The ability to design, develop manage, and control the security of automation services and information to meet requirements. The capability to ensure the Confidentiality, Integrity and Availability of an Organization’s Assets, information, data and IT Services. Authorization and Access Management usually forms part of an organizational approach to Security Management that has a wider scope than the IT Service Provider, and includes handling of paper, building access, phone calls, etc., for the entire organization. /diagram/id-3e4bf088-55f3-4901-8935-d33a9e48041b /diagram/id-3e4bf088-55f3-4901-8935-d33a9e48041b id-8408def8-ad6d-40a5-a5c1-e05f7ef1e2f4 Capacity Management The ability to ensure that the Capacity of IT Services and the IT Infrastructure is able to deliver agreed Service Level Targets in a Cost Effective and timely manner. Capacity Management considers all Resources required to deliver the IT Service, and plans for short-, medium- and long-term Business Requirements. The Resources used by each IT Service and the pattern of usage over time are collected, recorded, and analyzed for use in the Capacity Plan. /diagram/id-edd46751-9349-47f2-a323-3172462cabf6 /diagram/id-edd46751-9349-47f2-a323-3172462cabf6 id-87584325-9837-4770-b33b-41b2385dae19 Customer/User Support The ability to assist users with interactions to service support. The support capability is be provided via varity of media (e.g. click, call, face), assists VIP's, allows for self-help, has the ability to list current disruptions and routes interactions to the correct supporting agents. /diagram/id-58e5f4cc-054e-4b25-9ddb-30d094e3775b /diagram/id-58e5f4cc-054e-4b25-9ddb-30d094e3775b id-9453fd86-7a0b-4d83-9c63-8d48aa48dc94 Configuration Management The ability to maintain information about Configuration Items required to deliver an IT Service, including their Relationships. This information is managed throughout the Lifecycle of the CI. /diagram/id-d6a0c4e9-6aca-47e2-aa34-1dfebff925b8 /diagram/id-d6a0c4e9-6aca-47e2-aa34-1dfebff925b8 id-9a50ec3b-5490-4de1-9279-f87dd50c22f5 Availability Management The ability to define, analyze, Plan, measure and improve all aspects of the Availability of IT Services. Availability Management is responsible for ensuring that all IT Infrastructure, Processes, Tools, Roles, etc. are appropriate for the agreed Service Level Targets for Availability. /diagram/id-cfbffb5e-1f11-4240-8665-a05aabd9f1d9 /diagram/id-cfbffb5e-1f11-4240-8665-a05aabd9f1d9 id-9aeef11a-000f-46fb-8637-41119c3587af Vendor Management The ability to ensure that all Contracts and agreements with Internal and External Service Providers/Suppliers support the needs of the Business, and that all Internal and External Service Providers/Suppliers meet their contractual/agreed commitments. /diagram/id-b49b14c1-6c7a-4d3c-bbd4-5711f492a731 id-aa29c5b2-3c1d-41e0-b766-8e5a9377cb5c Performance Management The ability responsible for day-to-day Performance Management Activities. These include monitoring, threshold detection, Performance analysis and Tuning, and implementing changes related to Performance and Capacity. /diagram/id-1754c303-6493-4b4d-b736-1a9e2e54cf73 /diagram/id-1754c303-6493-4b4d-b736-1a9e2e54cf73 id-aef178b8-863a-40a1-8eb5-dedda8190269 Product Development The ability to implement new or changed software services application and data components by coding, code unit verification and defect correction. /diagram/id-4ea500dc-b18a-4f5a-ae04-3bbfc2e5db1c /diagram/id-4ea500dc-b18a-4f5a-ae04-3bbfc2e5db1c id-b273c2a6-7d57-407b-b462-03cac5566c50 Measurement & Reporting Measurement & Reporting is the ability to consolidate information across the various value streams and functional components, to assess and evaluate metrics and KPIs, and provide service reporting, analytics, dashboards and scorecards. /diagram/id-a42143d8-f360-41a4-8f21-17dbd6d642fb /diagram/id-a42143d8-f360-41a4-8f21-17dbd6d642fb id-b98e3a9a-7c82-4dc8-8962-22f1aadcf61c Deployment Management Problem Management The ability to manage the Lifecycle of all Problems. The primary objectives of Problem Management are to prevent Incidents from happening, and to minimize the Impact of Incidents that cannot be prevented. /diagram/id-c6371f32-06b3-4e63-996f-3e266b39c898 /diagram/id-c6371f32-06b3-4e63-996f-3e266b39c898 id-d2641ae6-8679-4d46-9ab6-66dc20839e79 Change Management The ability to control the lifecycle of all changes from request to resolution. The primary objective of Change Management is to enable beneficial Changes to be made with minimum disruption to Services. /diagram/id-ababfa93-60b1-4053-8ff0-3aa7e565a2c8 /diagram/id-ababfa93-60b1-4053-8ff0-3aa7e565a2c8 id-el-2be983ab-f248-47e9-8be0-1b24eb88f392 Compliance Management Requirements Management The ability to manage requirements through the lifecycle of a service. It collects, refines, scopes, and tracks progress of and maintains requirements before and after an IT Initiative(s) ha(s)(ve) been delivered. It maintains the traceability of each requirement to the original source (demand, IT or business standard or policy, and/or requestor) and to the source (code), solutions and/or test cases throughout the service lifecycle. Requirements can be maintained for different levels. For example: - At an enterprise level, external market business and IT requirements are maintained; - At a tactical or service automation level, software process and service automation requirements are managed; - At an operational level, performance and availability requirements are managed. /diagram/id-f876b8e4-5f04-43d8-a4b6-725a67eafd6b /diagram/id-f876b8e4-5f04-43d8-a4b6-725a67eafd6b id-fd936cf7-8e85-4e18-9ed6-d7f9d074c441 Service Desk consolidation id-198503c7-df0f-4b6c-bdf2-cbf56800e865 Service Portfolio consolidation id-3205a788-7981-4464-a835-9aa3ece05243 Service Management consolidation id-39f1753d-2347-4cb5-bfc3-21393eadad4f IT Service Request Portal consolidation id-d1e89d14-e44d-446d-b2ba-1844e65076bc Course of Action id-f54ff4d5-3827-4768-9cbf-e417c8328a45 Configuration Management Service consolidation id-fbcc0c07-c573-4955-abb1-92704b02a303 Procurement Technology id-02c6ca7a-2304-4839-bbcb-bf2aebe772fd Product Sales Information id-035f7cdd-7f7d-4a40-ba37-f9c071a0eef7 Accounting Technology id-041b4036-2200-47eb-82eb-39b0b9b9fd32 Application id-081b936f-7409-44e5-8d0c-39e68efa4f3a Architecture HR id-08ef9724-e1df-4ae3-8934-2712c5a8fc70 Identity and Access Management HR id-091b0093-8631-4c8b-a448-85502e632889 Asset Management Technology id-0d3be9ad-b9a4-4750-a5c1-558b5afd8f9a Portfolio Backlog Management Technology Customer/User HR id-0e7a4b7f-a79f-44ea-9e29-1fb239ea65dd Service Level Applications id-0ea057f9-34c4-4892-bbf7-cfeec636dc97 Product Backlog Technology id-0ea8d846-3725-460b-a728-77104b707254 Deployment Management Information Capacity Management HR id-140cd4a4-1c80-4fcc-a830-bd49f2d2cf13 Service Level HR id-144245ae-2873-45ac-a7a1-d022e1f8648e Knowledge Information id-1553b597-16ef-47b7-a026-09b255fbcd27 Knowledge Technology id-17ea2854-b032-4ba1-9367-aa90d5405d54 Tests Information id-180eb5fd-3f97-4a58-919b-2753bfe799b9 Finance HR id-19c8b648-ef70-4e75-8c7d-7dd49b6d5575 Information id-1a21f0b4-b9aa-4628-afa3-79f934edbd8a Asset Management HR id-1c19b1a4-0362-45b1-ae18-0c29486b832e Policy Applications id-21c45e57-b10c-497e-946f-b43701295ca6 Performance Information id-22126b74-81ed-4012-901c-a0b8c124ce1e Collaboration Technology Capacity Management Applications id-2484537b-2430-49fc-886b-74dff8cbebc3 Performance Technology id-27269cbe-60bf-498f-9e22-71bf7bc9db67 Asset Management Applications id-2b8ba0b9-97cb-4b74-a107-30a4ff1dc7ca Customer Relationship Management Applications id-2d6c0fbb-72d6-4c3d-bb07-a6af9fbdcfa8 Service Catalog Information id-2d9b58b1-041c-4634-96be-2ad8fc30fbf0 IT Operations Applications id-2df1eb2d-0a2a-4d25-bda1-b8118c6f68d1 Product Design HR id-3086398f-f76a-4a02-bbbb-c1449e233ea1 Service Catalog HR id-325cb6e7-df8b-425d-a7da-8b12d2ce4029 Customer/User Information id-34539e37-4c73-49eb-9321-b394f15ddb5d Compliance HR Deployment Management Applications Availability Management Technology id-372a91e0-61d6-4aff-9714-c1fa3c7536d2 Risk Management Applications Product Development Technology id-3a0bda77-3ce3-42d3-8031-de6f0027b600 Demand Applications id-3c9f73d3-1b5a-4275-928d-17a47c41c2ff Request Applications id-43d8faef-ea0c-47a9-b37b-66889d2a5027 Defect Management Applications id-44ef2a05-7ebe-47b2-8ecd-ab47539f940f Capacity Management Technology id-45089cd2-c68a-4c3f-9923-521bcdd30cec Release HR id-45a4c52e-37e5-4fbd-865b-37ec166a3983 Availability Applications id-4668fb6f-4d78-4365-bf5e-4ff1c3c901e1 Compliance Applications Requirements Technology id-4a9fd0fe-8583-4b8f-93ff-46dba9b4eae2 Customer/User Applications id-4bb00e5a-5c90-4eb2-a689-dd905baa9a67 Strategy and Goals Information id-4cab9375-5f0d-4e19-868f-03207c3da32b Contract Information Asset Management Information id-510051af-749e-495d-b5b1-cf8ee11e9941 Request Technology id-52bddf86-984e-49b1-bf1c-3859e59f34aa Risk Management HR Demand Information id-54b9b3de-4dc0-4ed1-84dc-d64c3044e19f Product Development Applications id-551b5445-227e-44a3-8860-dbc83ac23042 Collaboration HR Contract Applications Continuity Information id-59ad8622-c487-49bf-b6fd-adfc8c6f307c Human id-5a6dae7e-7f1d-48e4-874e-1bb39d7ad367 Tests HR id-5bcad4e5-4bf6-4632-82fe-526a8fd35d0c Capacity Management Information id-5c180afe-ac3b-4fcf-8cab-d95e05a1cc6a Demand Technology id-5d9283eb-0116-4947-b02e-c9080169d064 Product Sales HR id-5e7ff583-8962-4af7-b9dd-67a78001698d Compliance Information Product Sales Applications id-62943833-3fbf-40bd-97e1-2ec4e2affb4c Release Technology id-62ed693a-c11b-43d0-891b-3d5ee402c6fa Vendor Management Technology id-6415de14-0dbe-433e-a031-592d4db31050 Workforce Management HR id-654764b7-f4e4-419c-8230-f1d7a1b97d88 Change Management Technology id-661986d3-b01e-4eab-a975-491eb4003e0a Product Design Applications id-66b65f31-478f-41b1-9559-9121998f692d Performance Management HR id-67f199ba-4f0c-4ad8-846d-762f0af253f3 Accounting Information id-69118587-004a-489e-a66c-63a71af0f6bb Portfolio Backlog Management Information Availability Management HR id-6cf1f3bc-1e5c-4124-a370-62b8687cf868 Identity and Access Management Information id-6d3f6717-cc0f-483a-9b68-8ea4b161c455 IT Operations Information id-6dc831c7-82da-45b2-8d1d-f42a0a2570a1 Identity and Access Management Technology id-6dc9ba44-c1a0-4439-9fb3-1c599f39e068 IT Operations HR id-6f86392b-ad87-41dd-bbb2-e4cfb73f00d3 Policy Information id-6fd3f16b-8066-4bd2-851c-5ab8a4ed1ac0 Event Management Technology id-71ef2a51-0f06-457d-aca1-450b350c3ea6 Finance Technology id-7288c262-8ba9-4ff3-93b0-3598cea73551 Service Measurement & Reporting Information id-7488cf54-c9fd-403a-9fd6-7fad7d8670e2 Performance Applications id-76cc1cd2-1f13-4eaf-9c18-0164ed602579 Event Management Applications id-76de9645-c257-4e35-9475-65e06cd48a02 Finance Applications id-7727bae6-35f4-45a3-a054-3fb2e8df0ec0 Availability Management Information id-78b7c4dd-ad19-4b86-b5df-2a88b81c3359 Demand HR id-79c0fb58-bf25-432f-a86c-d6ade7efe2b5 Problem Mangement Applications id-7c08b8f5-587f-4901-aae3-9e7bc317651c Product Design Technology 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id-adf4025f-3948-4fa5-a4c1-0b1dc85c92d0 Continuity Applications id-ae492fea-b992-46c8-84f8-14393c21a326 Collaboration Information Accounting Applications id-b82ee228-9439-418f-9be6-42b734f7f745 Incident Management Technology id-b997b5f9-2995-405a-95d0-951fd7dae801 Resource id-bedc024e-e0c4-44e1-a196-cbb9b2ceb667 Portfolio Backlog Management HR Product Sales Technology id-c1e63827-7323-4ae7-84a9-0d193206593e Release Applications id-c3e6a34f-f5ab-4b62-8f2f-85c3c7fd43f3 Requirements Applications id-c46c9c74-38aa-4df8-bd89-cc9348538c0f Procurement Information id-c5696cce-670e-4046-bb66-c39f2f3bb872 Release Information id-c65d9a80-1e41-459c-a1ab-6b98e6c8924d Accounting HR id-c85314f8-ce6b-4e22-9f95-cc5e2391c0e6 Product Backlog HR id-ca09a313-dce0-4f23-9e87-ce6c885fe089 Service Level Information id-caf8f733-14a3-4d69-ab5a-7c5f142a42ab Customer/User Technology id-ccbe9a8d-cd43-442a-9b43-fbf42f2bc8ed Defect Management Information id-ccbf18bf-183b-4b4e-a2b2-9e02decc2ebf Service Level Technology id-cccf6a44-3789-41c6-8f97-211a33d0b7dd Knowledge HR id-cd13897e-8933-4560-b793-02bd0368c5ad Portfolio Backlog Management Applications Product Portfolio Management HR id-cdb0395c-c98a-4ef6-add7-d4469e4d039b Risk Management Technology Vendor Management HR id-ced21135-2ccc-4c20-b5f2-082b5ebc6028 Contract Technology Configuration Technology id-d2fe9ae3-4b50-481f-a92a-7569b3055c8b Tests Applications id-d30d5dc1-abb8-4f5c-9354-ecd1f4e0dac0 Requirements HR id-d5d7c323-0b38-4b4f-836c-af60a3afde3c Workforce Management Information id-d6414ef1-74bf-4401-b250-2d718cfd48d7 Product Backlog Applications id-d80691ee-f08c-4684-9ca7-38edaa253231 Policy Technology id-d9d3bea9-89a0-4ccc-a3c7-9c812ac77f83 Architecture Applications id-e023fbbf-62bc-4f47-9208-93f97250e390 Technology id-e180b437-4d39-4380-82e4-b92080ab0c9b Defect Management HR id-e300718e-c14c-41f5-bb1d-c57b1a1c8bb0 Workforce Management Applications id-e31ee3ef-9c8a-4a49-a3ee-8148c6c7aee7 Service Measurement & Reporting Applications id-e362173c-9f69-4bc9-815f-a44be835572e Product Backlog Information id-e4e72d19-c148-46c1-b771-903129abdc31 Collaboration Applications Incident Management Applications id-e77e093b-3038-4dbf-a884-63ae07894c15 Product Portfolio Management Technology id-ebb14c16-0487-453e-922e-4f4ca62bf57d Finance Information id-eca75aec-4e51-43a4-ac47-065d2bb65e71 Problem Management HR id-edda291b-a1a7-453f-9bea-a2275fcb4c9b Procurement HR id-eded3f4e-75d0-4dab-a156-bd42cd0ea317 Tests Technology id-ee360911-7b18-4b4e-961c-9fa2452f0358 Knowledge Applications id-eeb9bbc1-f605-421e-a926-13536251a4f6 Configuration Information id-eef40090-6a04-4f8f-ba4e-f6c64417c585 Product Development HR id-f0a98c52-6367-4405-a0ed-9d1270e91ad5 Product Portfolio Management Information id-f18bf2d4-d2e6-48f8-8dff-7a2132c97ea7 Configuration HR id-f1d19916-c704-4ea8-a21e-3c9e89e5c571 Strategy and Goals Technology id-f2bc367d-2fa9-411f-be6d-fa8ea5354ee3 Requirements Information id-f2f285a8-fe8d-401c-89dc-27b98198ed61 Vendor Management Information id-f34b0038-079d-42ad-ae87-b1691cc7d6e0 Customer Relationship Management Technology id-f627607d-6291-4af3-8d02-8ede2b97fcae Deployment Management HR IT Operations Technology id-fa813312-6b02-4aa9-a12f-7378d2fb623c Change Management Applications id-fb09ace4-43ab-4ad8-8abd-1fcf9e630a79 Change Management HR id-fd193281-bc1f-4e1e-8751-42b91152fbde Procurement Applications id-fd9820cf-18c0-4441-9b4b-591c79dba0ad Request Information id-fe3be40f-f169-4058-b327-36b54a2c4033 Product Portfolio Management Applications id-fecd7f0b-3773-4ef3-9072-2b09407b0ac0 Compliance Technology Agree to Service Offer *Description* The purpose of the value stream stage "`Agree to Service Offer`" is to get agreement from the customer to the terms and conditions of the Service Contract. id-06fd7811-e3f4-40cd-a7ed-9128d1c48ceb 20 Select an Offer *Description* The purpose of the value stream stage "`Select an Offer`" is to help the customer to select the Digital Product Service Offers(s) best suited to their needs. id-1538f753-96d6-421b-8006-50b61baba18c 10 Publish Service Offer *Description* The purpose of the value stream stage "`Publish Service Offer`" is to activate or release the Service Offer so that it can be ordered by consumers. id-19c8bfbb-61d1-49d1-8363-59b1dfd8e940 30 Plan Product Release *Description* The purpose of the value stream stage "`Plan Product Release`" is to plan all development and testing activities required for creating the Product Release. Multiple teams may be needed, and different development methodologies may be used. This value stream stage is revisited as it oversees the other value stream stages in this value stream to cater for changes in the planning and iterations of the Design & Develop value stream stage. <<< id-2329a290-116e-46aa-b945-53313c993d17 10 Value Stage id-323e6d33-42d4-4e98-815c-12369b30127c Observe Deployment 40 Define Backlog Mandates The purpose of the value stream stage "`Define Backlog Mandates`" is to determine if there are any mandates or directives that will impact the Product Portfolio, and to ensure mandates are clearly defined in backlog items and related in Scope Agreements. This should include a review of the existing portfolio and managed service provider agreements. Portfolio rationalization to balance the portfolio should be completed regularly and may generate backlog items that are bundled into Scope Agreements. Upon approval to proceed on a Scope Agreement, initial funding is allocated to the Explore value stream to identify concerns specific to a Digital Product and determine feasibility. The deliverables for this value stream stage are refined Scope Agreements to reflect mandates and defined Architecture Roadmap Items. id-37779b98-d930-4730-b09d-13f6c5d5cc70 30 Refine Product Backlog The purpose of the value stream stage "`Refine Product Backlog`" is to translate a Scope Agreement into smaller pieces of work that can be assigned to product level features and linked to the product backlog. This includes organizing assigned backlog items into work packages and adjusting the Scope Agreement, business case, and budget as needed. The deliverables for this value stream stage are established Architecture Roadmap Items. <<< id-37f659ae-623b-47aa-8714-29a20ae7e0e0 20 Ensure Governance 40 Design & Develop <<< *Description* The purpose of the value stream stage "`Design & Develop`" is to analyze the requirements, create (or update) the design artifacts, and develop the changes (and associated Test Cases) for the Product Release. This includes the coding and configuration of software and related infrastructure (e.g., infrastructure as code). This value stream stage covers the development of the changes that are part of the new release of the Digital Product based on the requirements, architecture boundaries, and policies set by the organization. In addition, requests might be needed to cater for setting up a development environment for the developers. id-43664726-f961-4550-80f4-4f752b29c6ee 20 Diagnose Issue *Description* The purpose of the value stream stage "`Diagnose Issue`" is to prepare the best/quickest course of action to retain or restore normal operations. Further diagnosis can be performed to identify the root cause(s) of a potential or detected issue. /diagram/id-6713ff8c-4167-4efc-91f3-a0beb2989d4d id-4dfbce6f-dce6-4ff4-9533-39fff70dd32b 20 Propose Investments The purpose of the value stream stage "`Propose Investments`" is to prioritize a list of opportunities and associated Scope Agreements. The prioritization should be based on a scoring method that considers business value, risk, costs, time, and resource availability. Scope Agreements are evaluated to determine if there is already a solution in the Product Portfolio that can be used or modified to satisfy the business need. If it is determined that there is not an existing solution and the new demand is in alignment with the digital strategy, the Scope Agreement is assessed against other work in the Portfolio Backlog and prioritized accordingly. The prioritization criteria should also consider factors like urgency and the impact of opportunities. The deliverable for this value stream stage is updated Scope Agreements with clarifications discovered during a prioritization of opportunities. id-63ccaf0a-8f80-47d5-898e-41535cd16ec5 20 Value Stream id-77f5b406-0338-41c8-b1aa-b3e9f53e35cd Plan & Approve Deployment *Description* The purpose of the value stream stage "`Plan & Approve Deployment`"` is to create a deployment plan for a Digital Product and, based on this plan, to sign it off with all relevant stakeholders. The details of the plan and the extent of approval required depends on the complexity of the deployment. <<< id-78b59d6b-36f7-421d-80fb-f88ca83d7cfc 10 Publish Service Status 50 Finalize Roadmap & Scope Agreement The purpose of the value stream stage "`Finalize Roadmap & Scope Agreement`" is to assign work and begin to conduct planning meetings on a regular cadence. Stakeholder buy-in and agreement to the Release roadmap and outcomes must be obtained. This includes setting up tracking and reporting on progress. The deliverables for this value stream stage are an approved Architecture Roadmap and outcomes. id-7bc4fee1-8443-4b74-85f5-036f05e19af5 30 Validate Deployment *Description* The purpose of the value stream stage "`Validate Deployment`" is to ensure that all aspects of the deployment activities were correctly executed. This includes checking that the Product Instance is indeed running and configured according to plan, and that the monitoring and documentation associated is configured and made available. id-83804b08-4074-48c5-9ce6-fb5e7981a9ea 30 Value Network id-84b0166f-8b23-4331-8e21-0d208048c656 Gather Influencers The purpose of the value stream stage "`Gather Influencers`" is to bring together inputs for a planning cycle. Typical inputs include: consumer demand, improvement ideas, new technology opportunities, technology lifecycle events (e.g., end-of-life), and any known policy (legal and regulatory demands) or budget constraints for the Digital Product Portfolio. Other inputs may include an internal and/or external environmental scan to identify strengths, weaknesses, opportunities, and threats. Discussion with the business is centered on Digital Product value delivery for consumers and corresponding policy requirements. The deliverable for this value stream stage is new or updated Strategic Themes and/or Strategic Objectives. An important part of this stage is to manage the strategic roadmap of the Digital Enterprise. Throughout the IT4IT Value Streams, this roadmap will be refined from the Strategic intent to the Architecture Roadmap to the Digital Product Roadmap to the Release Roadmap. <<< <<< id-9739a87d-6f82-47dd-a35a-95b13ce218af 10 Fulfill Deployment *Description* The purpose of the value stream stage "`Fulfill Deployment`" is to execute the Fulfillment Orchestration when the change window for deployment is open. The Fulfillment Orchestration is documented in the change records and can be coded as part of the Product Release to automate the Fulfillment Orchestration. id-a32695da-5ec4-4fe3-90ba-87abee0a7612 20 Detect Issue *Description* The purpose of the value stream stage "`Detect Issue`" is to detect issues in an Actual Product Instance or system that has caused or may cause degradation of the service or breach the agreed service levels, then to prioritize and assign them for further diagnosis in a structured and repeatable manner. /diagram/id-ebde3efd-6cf1-46ef-b800-955a3772f297 id-a5bf6a4d-efcf-47f0-9f18-2156ed43b8ae 10 Define Service Offer <<< *Description* The purpose of the value stream stage "`Define Service Offer`" is to obtain the Service Offer information from the Integrate value stream and to plan the creation and publication of Service Offers to Consumers. Offers can also represent the consumption of cloud services making the Service catalog an Aggregation catalog between their own and cloud services; planning should take place to identify which cloud Service Offers would be made available. id-a66537e1-7829-4954-886a-9191439e6767 10 Prioritize Backlog Items The purpose of the value stream stage "`Prioritize Backlog Items`" is to refine qualified Portfolio Backlog Items and mandates for new or existing Digital Product investment decisions. The budget allocated in the Evaluate value stream for the Product Portfolio is used to explore Digital Product ideas and determine feasibility. This should include ensuring that scoped Product Backlog Items deliver value, mitigate risks, and meet governance criteria (technology, security, reliability, supportability, etc.). The deliverables for this value stream stage are a Scope Agreement with prioritized Product Backlog Items; scope and timing refined. <<< <<< id-a9d68878-f346-493f-b1b6-ab40d6ef9fbc 10 Subscribe to Service Offer *Description* The purpose of the value stream stage "`Subscribe to Service Offer`" is to make the Actual Product Instance, as result of the Order and Desired Product Instance, available to the customer, in such a way that the customer is able to consume the Digital Product. id-b6e1ecda-28b5-40de-9aa1-48c534042228 30 Define Digital Product Architecture 15 Accept & Publish Release *Description* The purpose of the value stream stage "`Accept and Publish Release`" is to accept the Product Release as a candidate for deployment into production. The required change authority, such as the Product Manager, accepts the Product Release for deployment and/or release into production. The Product Manager accepts the Product Release after engaging with relevant stakeholders, which includes reviewing test results to accept or reject the list of remaining Defects, and reviewing the collateral produced. In a DevOps model, Operations has been participating all along but at this point an approval is given for the Product Release to be deployed into production. This value stream stage ensures only validated and approved release packages can be deployed into production. The release package is tagged and secured to prevent any modification at a later stage (e.g., to prevent unauthorized changes being made). id-bf254135-9be9-4307-ac9e-03c8dcc49131 40 Identify Gaps 15 Resolve Issue *Description* The purpose of the value stream stage "`Resolve Issue`" is to execute the (prepared) course of action to retain, restore, and confirm normal service operations. /diagram/id-a6f0f3dc-7dad-41db-bb89-8cd88b5bc3e4 id-e782adca-0049-4931-992b-41b10900c38c 30 IT4IT Value Streams The IT4IT Value Streams, as shown in <<fig-it4it_value_streams>>, are integrated streams of capabilities within the Architecture Reference Model. They support a holistic lifecycle approach for the planning, creation, delivery, modification, operation, support, and retirement of a Digital Product, combining all of the necessary capabilities to deliver value and support to the dependent parts of the Digital Product lifecycle. Despite being highly integrated, value creation with regards to Digital Products requires a specific set of capabilities, functions, processes, and data per value stream. In the following sections therefore, for every value stream, the delivered value, main stakeholder(s), a set of scenarios and value stream stages are described in more detail. Value streams interact or depend on other value streams to support the Digital Product throughout the entire lifecycle. /diagram/id-view-08e511c1-fe15-4c7d-b4a8-e07af789c257 id-el-1bb10e21-d702-4398-bcb0-7283963a40a0 Operate *Overview* The value stream "`Operate`", as shown in <<fig-operate_value_stream>>, monitors and ensures that the availability and performance of Actual Product Instances are within the boundaries of their agreed Service Contract and Key Performance Indicator (KPI) targets. The scope of this value stream includes managing any compliance and security aspects of running Digital Product Instances and underlying systems that may result from deployment and/or fulfillment. The IT4IT Standard describes how to achieve this using integrated, automated, or fully autonomous data flows between the event monitoring (Event, Incident, Change, Configuration, and Problem Management) functions of the digital services. In addition, the data flows may be designed to be reactive, proactive, or predictive, and include a retrospective. The Operate value stream delivering the Actual Product Instance is operated in a sustainable way within the agreed terms and conditions of a Service Contract. *Key Stakeholder* The primary stakeholder of the Operate value stream is the Consumer, who can use an Actual Product Instance or system within the boundaries of the Service Contract. *Value* The outcome of the Operate value stream is to ensure that the Actual Product Instance operates, and can be consumed as agreed in the terms of the Service Contract. *Cross-Value Stream Dependencies* The Operate value stream depends on: * Deploy: ** Actual Product Instances can be enabled, changed, or disabled by the deployment of the Product Release * Consume: ** Actual Product Instances can be enabled, changed, or disabled by the fulfillment of the Service Offer ** Consumption of a Service Offer can result in an Incident that needs to be handled in the Operate value stream Value streams that depend on the Operate value stream are: * Evaluate: ** Improvements start with drivers that are expected to arise from all seven value streams + All value streams will capture data to ensure the quality of the Digital Product will meet the requirements. Quality is an aspect of each task within each value stream. The Evaluate value stream uses data produced in all value streams to evaluate drivers. * Integrate: ** Problems related to Actual Product Instances can require a fix from development (system defect) * Consume: ** Fulfillment feedback of a Service Offer that resulted in an Incident and needed to be handled in the Operate value stream /diagram/id-4a4ff1ae-15f8-4ceb-ba1a-d388775f89e5 70 id-el-27fa71a8-ae0a-43b2-9f7c-afa6a21d349e Deploy *Overview* The value stream "`Deploy`", as shown in <<fig-deploy_value_stream>>, is installing a Product Release into production. It can also imply the removal, disposal, or updating of an existing installed Product Release, so it is made available or unavailable to the customer. Many possible strategies for deploying a Product Release can be scenarios within the Deploy value stream; for example, deployment to a targeted audience, or deployment using a dark launch in which functionality is not directly released to consumers. If the user requirements and/or the characteristics of the Digital Product demand that the installed Product Release is improved, released, and deployed frequently, a drive to automate these value streams can emerge. To comply with regulatory requirements, organizations can require approvals and an audit trail of all the Changes made in production environments. The Deploy value stream ensures that all changes are tracked and related to a specific Product Release. <<< The Deploy value stream delivers the initial deployment, update, or removal of an Actual Product Instance, and will put the Service Contract into operation. *Key Stakeholder* The main stakeholder of the Deploy value stream is the Product Manager, who can authorize deployment of Actual Product Instances to the customer in the production environment. *Value* The outcome of the Deploy value stream is that new Product Releases can be installed safely without causing unexpected outages to the current Actual Product Instances in use. *Cross-Value Stream Dependencies* The Deploy value stream depends on: * Integrate: ** Provides approved Product Releases that require deployment to the production environment * Consume: ** Delivers a foundation to work on, as an Order can be used to fulfill the underlying setup of a needed production environment Value streams that depend on the Deploy value stream are: * Evaluate: ** Improvements start with drivers, that are expected to arise from all seven value streams + All value streams will capture data to ensure that the quality of the Digital Product will meet the requirements. * Release: ** Deploy a context in the form of an Actual Product Instance in which the Service Offer can be consumed and supported * Operate: ** Actual Product Instances can be enabled, changed, disabled, or removed by the deployment of the Product Release /diagram/id-b356c451-0edd-43a8-b97c-0979879dbdbe 40 id-el-61034ab2-6dc4-4ed7-a6a4-db80e338af35 Explore *Overview* The value stream "`Explore`", as shown in <<fig-explore_value_stream>>, is performed on the Scope Agreements developed in the Evaluate value stream. It ensures that all planned and accepted Portfolio Backlog Items are further detailed, budgeted, and sourced for Digital Products. This value stream continuously explores new features and/or future directions of a Digital Product aligned with strategic direction and business needs. It ensures that the Product Design evolves to facilitate innovation and optimize business outcomes. Digital Product Portfolio Backlog Items for investigating a new idea, optimizing existing ideas, or retirement may be resolved by different funding, management, reporting, and contractual obligations for various types of consumers. Differences in budgeting, technology, contracts, business domains, security, or organizational/management structures will influence the portfolios required for an organization. The Explore value stream is intended to be executed in quick cycles to validate release iterations. The Portfolio Backlog Items should include the generation of a proof-of-concept, conceptual service, or Minimum Viable Product (MVP) with the high-level architectural attributes and activities to begin gathering requirements for the build stage. The Explore value stream stage ensures that the allocation of resources, budget, and phases for Digital Product releases remain aligned with agreed, planned, and accepted Portfolio Backlog Items and Architecture Blueprints. The primary stakeholder of this value stream is a Product Manager who approves Scope Agreements and release plans for Digital Products. This value stream can be triggered by a changed Scope Agreement. *Key Stakeholder* The primary value stream stakeholder of the Explore value stream is the Product Manager. The Product Manager is responsible for the development and success of a Digital Product for an organization. Product Managers own the business strategy, manage the requirements, and launch features for a product. The Product Manager coordinates the work done by other functions, including: Business Relationship Manager, Architect, Strategist, Technologist, Business Owners, and DevSecOps. <<< *Value* The outcome of the Explore value stream is an accepted and planned Product Backlog with a detailed Scope Agreement, Release Roadmap, and resource allocation. During the Explore stages, Scope Agreements are refined to include product specific details. The value is a Digital Product roadmap with allocated resources. *Cross-Value Stream Dependencies* The Explore value stream depends on: * Evaluate: ** Delivers qualified, as accepted and planned, Portfolio Backlog Items that will be used to realize the Digital Product and refine the Architecture Blueprint(s) (all product lifecycle stages, scaling and maturing the product, as well as retracting/retirement) and necessary changes to the Enterprise Architecture and Strategic Themes according to the Architecture Roadmap Items * Integrate: ** Provides information on the progress of the Scope Agreement during execution back to the Explore value stream to enable governance on progress and planned dependencies with other Scope Agreements ** If an agreed Scope Agreement cannot be met, the Explore value stream is responsible for changing the Scope Agreement; e.g., change the covered Portfolio Backlog Items (to include more or go for less), change the time or budget, or change the sourcing party Value streams that depend on the Explore value stream are: * Evaluate: ** Improvements start with drivers, that are expected to arise from all seven value streams + All value streams will capture data to ensure that the quality of the Digital Product will meet the requirements * Integrate: ** Will receive an approved Scope Agreement together with an agreed set of Product Backlog Items to start work on a Product Release /diagram/id-f5fbee88-75fe-4998-bb26-432035ae4d5e 20 id-el-646fc8af-a21b-4d74-a0a1-39353af8c3b3 Integrate <<< *Overview* The value stream "`Integrate`", as shown in <<fig-integrate_value_stream>>, creates a new Product Release. It covers the planning, design, development (or configuration), and testing of a new Product Release (in non-production environments), and makes the Product Release available for deployment and release into production. A new Product Release can also be related to an emergency fix needed to resolve a production issue (such as resolving vulnerabilities and critical bugs). The Integrate value stream covers the creation and modification of all types of Digital Products such as custom-build software, configuration of SaaS applications, Commercial Off-The-Shelf (COTS) software packages, PaaS platforms, Infrastructure as a Service (IaaS) products, etc. This value stream is not limited to application development, but also subject to the development and maintenance of infrastructure products (and platforms). Work is initiated and managed in the Product Backlog (and related team backlogs), which can receive demand signals from consumer or business stakeholders (e.g., new features or business requirements), or from other functional components such as Portfolio Backlog Management, Policy Management, and Problem Management. This may take the form of an approved Portfolio Backlog Item, or may be a smaller-grained signal such as an individual feature, user story, Defect, or Problem. The Integrate value stream continuously pulls work from the Product Backlog based upon various triggers and inputs; such as: * New features and requirements raised by a consumer (or a business stakeholder) and/or other product teams * New or modified non-functional requirements such as those related to Service-Level Objectives (SLOs), security, risk, and compliance * New portfolio epics from the portfolio backlog which need to be refined into Product Backlog Items * New versions, updates, or fixes provided by the vendor (e.g., software updates and patches) and/or other technology refresh activities * Problems detected in operational environments (e.g., functional issues, performance issues, etc.) * Emergency changes to resolve major incidents and/or mitigate major risks (e.g., security issues and vulnerabilities) <<< The Integrate value stream delivers the Product Release (for a new or modified product) which is packaged for immediate or future deployment through the Deploy value stream. Note that although the stage is shown as a linear process, the actual work in the value stream consists of multiple iterations, continuous cycles, and flow of work with feedback loops (e.g., Continuous Integration/Continuous Delivery (CI/CD) and continuous testing, etc.). *Key Stakeholder(s)* The typical key stakeholders involved in the Integrate value stream are the Product Manager and associated Development Teams (also referred to as Product Teams, or DevOps Teams if Development and Operations are combined into one team), responsible for the planning, design, creation, and testing of a Product Release. Other key stakeholders involved are business stakeholders and customer representatives involved in defining business needs (voice of the customer), validating (and testing) the product, and those who ultimately benefit from the value created by using the product. *Value* The outcome of the Integrate value stream is a new Product Release, accepted and ready for deployment and release into production. This is a release for a new or existing Digital Product which provides additional value (and/or reduced risk) once made available and used by consumers in production, as a result of: * New features (e.g., providing additional value by fulfilling new consumer needs) * Non-functional improvements (e.g., improving performance, improve user experience, compliance, security, availability, improved resilience, etc.) * Reducing technology debt (and reducing risks), such as those related to technology upgrades/patches and code quality improvements * Resolving issues/problems (e.g., improve reliability, reduce Incidents in production, improve performance, etc.) * Reduce costs (e.g., improve utilization of resources, etc.) <<< *Cross-Value Stream Dependencies* The Integrate value stream depends on: * Explore: ** Delivers Portfolio Backlog Items and an approved Scope Agreement to start creating or updating the Product Backlog ** If the agreed Scope Agreement cannot be met, the Explore value stream is responsible for changing the Scope Agreement within the boundaries of the Architecture Roadmap and Product Portfolio; for example, to allocate more time or a higher budget ** Delivers an updated product vision and high-level roadmap * Consume: ** Deliver the environments to work on, as a request can be used to fulfill the provisioning of a needed development, test, and staging environment * Deploy: ** Deployment of the Product Release into a production environment * Operate: ** Delivers an inflow for Defects, as Problems related to Actual Product Instances may require a fix (or patch) to be created through the Integrate value stream Value streams that depend on the Integrate value stream are: * Evaluate: ** The Evaluate value stream uses all lifecycle information from all value streams to identify potential improvements in the product (and/or way of working) * Explore: ** Provides development progress and team capacity + The status of the Product Backlog Item is fed back so it can be taken into account when planning the Portfolio Backlog Items for sourcing. ** If an agreed Scope Agreement cannot be met, the Explore value stream is responsible for changing the Scope Agreement; for example, by changing the covered Portfolio Backlog Items (to include more or go for less), changing the time or budget, or changing the sourcing party * Deploy: ** Provides the approved Product Release, which in turn triggers the deployment scheduling of the Product Release to the production environment * Release: ** Due to a new Product Release, one or more Service Offers need to be modified (or created) to make the new Product Release available for consumption * Operate: ** The Operate value stream depends upon the development of operations features, such as monitoring (and observability), logging, and automated remediation Runbooks + The Integrate value stream needs to develop the required functionality to manage the product in an operational environment. /diagram/id-c98d6905-fa50-47ad-9368-9359a0577c08 30 id-el-8d016347-7b37-4174-9141-549cb843dd62 Consume *Overview* The value stream "`Consume`", as shown in <<fig-consume_value_stream>>, manages the lifecycle of consuming a Digital Product. Digital Products are consumed as services and the lifecycle is managed as a Subscription to the service. The ((Consume)) value stream covers the entire set of activities of a consumer, from selecting a Service Offer, ordering the service, fulfillment of the service, getting support, and status on the service. The consumer can be a person internal to the business or an external customer. The Consumer can also be a system actor that on behalf of an organization consumes the service. The Consume value stream ensures the ordered Desired Product Instance will be delivered as an Actual Product Instance within the agreed terms. The value stream is responsible for all activities needed to deliver the Actual Product Instance(s) successfully or provide support for them to Consumers. If ordered, the Consume value stream will create or update the Service Contract. To increase its delivered value and identify areas for improvement, the value stream will also measure the consumption of the Service Contract, and assess the ongoing needs of the stakeholder. These actions support the offering, deployment, and monitoring of the Actual Product Instance, ensuring commitment to the Service Contract. *Key Stakeholder* The main stakeholder of the Consume value stream is a customer and/or consumer (human or system actor) in need of a Digital Product. *Value* The outcome of the Consume value stream is to have customers able to locate desired Digital Product service offerings, and obtain them in a timely manner as deployed and instantiated Digital Products that will be supported by the Operate value stream, according to a Service Contract. <<< *Cross-Value Stream Dependencies* The Consume value stream depends on: * Release: ** Offers are based on releases, and can only be activated after deployment of the release ** The Consume value stream feeds the result of the deployment back into the Release value stream stage for reporting * Operate: ** Fulfillment feedback of a Service Offer that resulted in an Incident and needed to be handled in the Operate value stream Value streams that depend on the Consume value stream are: * Evaluate: ** Improvements start with drivers, that are expected to arise from all seven value streams + All value streams will capture data to ensure that the quality of the Digital Product will meet the requirements. * Integrate: ** A request can be used to fulfill the setup of a test or build environment * Deploy: ** A request can be used to fulfill the underlying platform setup of a needed production environment * Operate: ** Actual Product Instances can be enabled, changed, or disabled by the fulfillment of the Service Offer ** Consumption of a Service Offer can result in an Incident that needs to be handled in the Operate value stream /diagram/id-54c9996d-3a72-4bdd-a530-306931efd909 60 id-el-921bda37-5950-4a34-a0c7-1e6adde19a75 Evaluate *Overview* The value stream "`Evaluate`", as shown in <<fig-evaluate_value_stream>>, contributes to the business strategy and portfolio planning activities. It provides a blueprint for optimizing products, services, and investment Portfolio Management. This value stream is focused on the continuous assessment and evaluation of the entire Digital Product Portfolio to optimize co-creation and alignment of business and technology Strategic Objectives. Many organizations have portfolio processes and solutions in place but suffer from the following limitations: * Poor data quality and consistency * No holistic portfolio view across the enterprise * Inconsistent Portfolio, Service, and Product Management * Poor tracking and correlation of the product lifecycle Organizations need accurate and point-in-time information to understand the inter-relationships and inter-dependencies required to truly orchestrate all the moving parts of Digital Products in ways that can help support business objectives and goals. The Evaluate value stream provides holistic views of Product Portfolio activities. These views offer an understanding of the inter-relationships among many sub-domains, including Portfolio Management, Enterprise Architecture, Application Management, Information Management, Operations Management, and Information Security Management. The Evaluate value stream is triggered by a portfolio planning cycle. Portfolio planning can be done in weekly, monthly, or annual cycles. The overall funding of a Digital Product consists of portfolio epic-based funding (often referred to as Grow the Business (GtB), or discretionary) and product specific investments (often referred to as Run the Business (RtB), or non-discretionary). The product-specific Scope Agreement is defined in the Explore value stream and aligned with the prioritized portfolio level Scope Agreements. This funding methodology enables decentralized decision-making by the Product team. *Key Stakeholder* The primary value stream stakeholder of the Evaluate value stream is the Product Portfolio Manager. The Product Portfolio Manager is responsible for ensuring consistent services and portfolio balance through rationalization and sound investments. The Product Portfolio Manager works closely with Strategists, Business Relationship Managers, Architects, and Technologists to align with strategic drivers, consumer demand, and policy standards. They must work together to optimize the portfolio through well-defined control points, data objects, and governance. <<< *Value* The outcome of the Evaluate value stream is a portfolio investment plan with funding and resources to conduct product exploration activities and refine the plan. Here, resources are referred as both IT-related resources such as IT infrastructure, database, software packages and non-IT-related resources such as HR, etc. This value stream delivers an optimized Product Portfolio with secure and quality Digital Products that are consumer friendly and cost effective, accomplished through continuous portfolio improvement and refinement. *Cross-Value Stream Dependencies* The Evaluate value stream depends on: * All value streams: ** To continually bring in ideas, improvements, and demand to the Evaluate value stream ** To capture data that ensures the quality of the Digital Product will meet the requirements + Quality is an aspect of each task within each value stream. Quality data may also be used to help analyze the Portfolio Backlog. Value streams that depend on the Evaluate value stream are: * All value streams: ** Improvements start with drivers that are expected to arise from all seven value streams + All value streams will capture data to ensure the quality of the Digital Product will meet the requirements. * Explore: ** Requires qualified Portfolio Backlog Items that will be used to realize the Product Design, either a new or next Product Design version, and the necessary changes to Enterprise Architecture and Strategic Themes /diagram/id-aa99dfb9-ff9d-4e51-88d4-fcae6109387e 10 id-el-ed0b1c0a-94b7-430c-acfb-3e8e007c45a9 Release *Overview* The value stream "`Release`", as shown in <<fig-release_value_stream>>, ensures that the Service Offers for ordering a new, a change in, or the decommissioning of an Actual Product Instance or its support to them are offered to consumers. The Release value stream maintains the Service Offer Catalog, the catalog views, and the Service Offer promotion and information of available Service Offers to the consumer base so that the individual consumer can find and order Digital Products, or support for them. Service Offers should be made available for viewing and requests for access over multiple channels. This value stream publishes the Service Offers based on various triggers and inputs, such as: * The Product Release, as a result of the Integrate value stream * The decision of the Product Manager to provide a new (bundled) Service Offer based on existing Service Offers and releases * The decision to change or terminate an existing Offer The Release value stream delivers a digital service by means of a Service Offer that is made available and can be requested. *Key Stakeholder* The primary stakeholder of the Release value stream is the Catalog Manager, who is primarily responsible for defining, implementing, and publishing the Service Offers so that they are available to be consumed by the target consumers. *Value* The outcome of the Release value stream is to ensure the management of the consumable Service Offers for the Digital Product. These Service Offers are for new service consumption; there are Service Offers for support or to change/retire an Actual Product Instance. This also provides the following additional value to the consumers but is not limited to: * Centralization of the catalog (e.g., providing access control to all the products and services being offered to the consumers) * Enabling self-service (e.g., the aggregated Service Offer Catalog facilitates user self-service capabilities by providing detailed information about the Service Offer Catalog item and its detailed attributes) * Providing traceability (e.g., the Service Offer Catalog allows traceability of service, from ordering to fulfillment of the service) * Reducing cost (e.g., the Service Offer Catalog reduces the time that the consumer requires from ordering to fulfillment of the service) *Cross-Value Stream Dependencies* The Release value stream depends on: * Deploy: ** Released Offers for the support or consumption of an Actual Product Instances (new, changed, or terminated) can depend on a deployed Product Release <<< Value streams that depend on the Release value stream are: * Evaluate: ** Improvements start with drivers, that are expected to arise from all seven value streams + All Value Streams will capture data to ensure that the quality of the Digital Product will meet the requirements. * Consume: ** Service Offers that can be fulfilled are based on released Service Offers, and can only be activated after deployment of the release ** The Consume value stream feeds the result of the deployment back into the Release value stream stages for reporting /diagram/id-914b6415-cbda-42c4-a78d-afd972ce3c30 50 id-el-fc998ac7-c79d-473a-9385-6fc3991bf5dd Implement Service Offer *Description* The purpose of the value stream stage "`Implement Service Offer`" is to onboard the Service Offer into the Service Offer Catalog and to prepare all that is needed so that the Service Offer can be published. id-f77f964b-e150-4d1c-8d19-b1e9caad8488 20 Provide Service Support 40 Build, Integrate, & Test 30 Home & Away End User id-8917f5bd-56cd-45f5-bef1-029f0181e5e4 User id-ba9c5872-cc81-49e3-ad3f-3a25b3cf4c46 LegallyYours End User id-c6db90de-a597-4bf7-b86a-76ffa84a5ad8 ProFit End User id-c6e989a6-fd07-4972-bfc2-724a4f3d8842 ArchiSurance End User id-f251461b-714b-46ad-b72e-d5a44e85564d Design Created EAID_1D402E88_C57E_40c4_B004_9C534F456496 Release Updated EAID_27562B1B_DB3A_4535_AC0E_E8E46D1B342B Business Demand Created EAID_2B46752B_7333_45dc_B518_BAD5CD4EF9D1 Change Created EAID_2BAE3F61_C4BE_4f6b_BC69_44B484360BEF IT Policy Created EAID_32DF5C02_08DA_4798_83CE_8C99A96B3A13 IT Initiative Created EAID_39FFC75B_7B1B_4f39_9861_D226070B090A Incident identified by end user EAID_3A3CE908_CB35_46f4_B9A5_9501E4BA856A Event Management Framework Activated EAID_5273DD05_0D3C_40c8_BF10_B11A8F9721DF SLA Framework Activated EAID_52B2E4AA_2021_4529_8949_FEB9BA84E319 Actual System CI Created EAID_55804C00_3B83_4b13_AD4E_7FB235E33762 IT Strategy Created EAID_590F04F8_526C_4d99_9D48_A9C4B3329E7C Create IT Architecture EAID_5D0D8DCC_2A7E_4bd5_B200_5AB9683E2010 Catalog Item Activated EAID_66D699F6_F7ED_451e_B1DE_A413D88C11D7 Knowledge Article Requested EAID_80EAB3AB_9B28_4256_9B42_847ACEF2BEAA Incident Created EAID_829256D7_7902_4bf7_BD3C_341887C4EB0B Security & Access Framework Activated EAID_8F4FEF42_3633_47d0_9CC5_FE5BCCBCD96D Monitoring Activated EAID_925859D8_9D79_48cb_8947_549B4E56C0B6 Chargeback Items Created EAID_96BEAC88_D898_4c22_B4CF_D5B465DC6039 Defect Created EAID_A342B955_F201_4858_9630_85B496A9A55F Release Created EAID_B7F6D64F_7639_4cae_9B37_FCB600FB74C2 IT Service Requested EAID_C286C510_DA9D_4fbb_B0D7_2A0164AEEAC8 Change Updated EAID_DA4A7ADC_D647_43c8_980C_E851F90F6F24 Start Operations triggered EAID_E23C4394_CDBA_42d3_9808_8D57EDC54820 Service Catalog item Created EAID_F2B2DFFA_0B92_4631_9535_790320F0B55B Requirements for Engineering Created EAID_F2F47C88_8F9D_40cb_91F7_E8B28BD071C9 Demand Created EAID_FAD4C785_7D79_419d_9D95_5AB556D0C119 Digital Product Backbone id-067d58cc-ce95-45c5-827a-644e79cef48d User Profile id-0740125e-12cf-4736-9066-de4f4c73d0ab Service Offer id-1b90c76a-994b-4d38-a239-1846e07cf83b Service Contract id-3eb85f3a-9bc0-4b27-a5d9-9bffb3a4cbd3 Navigation id-5ba05267-1734-49eb-816e-7e940b8c11f0 Incident id-91c57fb7-9789-40c0-92c4-b9a48c1d0b13 Product Design id-a0063b86-e9e2-401a-a715-90fa5c0d9ad5 Product Release id-a06ff36d-f47d-44a1-bb12-0d6ef567551e Shopping Cart id-b0a1697e-19e0-44a5-8bfb-69c58d81803b Digital Product id-b51b14fb-e71c-4d5a-b15f-445486e77af6 Subscription id-c03fad6c-b964-452e-af20-9fa630bf6c20 Service Offer Backbone id-ccd52dec-f81c-48d4-b523-ee4290687dd1 Chargeback Contract id-e288ebfc-0eeb-47f5-9775-5f7358604e5a Request id-e3b26b5a-8601-4ba5-bc71-bbba08c02b30 Desired Product Instance id-e5c762dc-1fd6-47ae-8712-e0a28bf67ecb Business Object id-e6448bf1-1189-41b0-96a2-1f64a6f94f83 Actual Product Instance id-f16ec850-8d92-41f5-9bff-34c3a6ac9a46 Immediate incident Resolution by 1st line id-02c32040-1031-4726-ab27-bf6ad8b82bab Business Process id-053bb58a-6778-43a0-abaa-96098fa1cdb5 Select Catalog Item id-254703aa-b5c1-4a0d-b033-7c81e46a5366 Process Request id-3a6ae391-a5e2-4200-81ed-7e2634f4ba32 Login To Portal id-3bb922cc-f2b9-4052-9214-afc9e7099c79 Log and Categorize Incident id-6c6fb7c9-6138-4170-94e8-bea7869d071e Business Process id-a036f965-6828-43cc-9903-153889634116 Scenario- Solving an Incident using Known Error information id-c77f3f28-dfaf-4788-ba45-0fad41695a5f Browse Catalog id-ce864f83-f26a-44ae-942f-b3e7c3b5d3a9 Close Incident id-d08131c5-ea14-4970-aea9-0b89aa98b8ba Submit Shopping Cart id-d5707fd4-f11a-4a05-9e12-58eac00a98a1 Process id-ecc54c1c-6edd-4c03-92dd-e78798ecb9a1 Order from IT Portal id-ee330564-81fd-4aed-8224-2399a2a3cdb8 Process Shopping Cart id-eebf6f4a-bc33-4cf0-b4f5-deb5d2e66458 Role id-e26c8472-3340-438f-aa6b-d73716e56b78 IT Service Requestor id-f25c8acd-2254-49ed-8a89-9cf816771478 Business Service id-01f9747f-aa32-40a4-8c33-a022a8b560db User Support Interaction Management EAID_0821A16B_7D8D_440e_B4CB_C20CFE9EF9B0 Capacity Management EAID_1380E919_92AD_41e9_8066_A541DB20244F Strategy and Goal Mgmt EAID_1415E004_ECE6_4579_9DE7_12D05FC7ADD1 Product Services & Sales EAID_1650E5A1_0CDD_43be_B469_1AC313A4FDDF Srv Measurement & Reporting EAID_2A59CEC9_FEB9_49e9_8D30_BB40288B72EE Product Design EAID_2A66ECE7_4A80_4508_85A4_8E3AC097CD68 Accounting EAID_2D8995D1_45F3_42d9_A6F1_35113A53AFBD Service Catalog Management EAID_2E87C479_1A15_437f_A472_EA7B57B3CCCA Product Portfolio Management EAID_3E5DD5DF_0AA5_422f_9727_D47FC14FED9C Change Management EAID_42C0AFA2_A1BE_4b44_8C6D_5547562F6C3F Security and Access Mgmt EAID_441752B5_1E48_4715_98C2_34B3B2375521 IT Operations Management EAID_4575D544_66D3_4cb8_8D14_E8578A22938E Service Level Management EAID_51BA295D_BD64_43a3_A4CD_4DF238EF81B3 (IT Service) Perf. Mgmt EAID_51FA2D7F_DE02_4638_98D5_67248DA5662A Product Development EAID_5AA1B255_C2BF_4032_B590_EACEB6E70A21 Vendor Mgmt EAID_61082A65_7277_491f_A96D_FFB0DA007FE3 Configuration Mgmt EAID_646D82E3_9BDA_4086_8270_010AEC6DAF2D Service Request Management EAID_6B65F124_60C5_4a12_85DA_B2E4532DCE0D Problem Management EAID_6EB53885_7F0A_4962_B4A4_4E82459005B7 Defect Management EAID_80416F25_457F_4e59_91D6_5701E735D22A Finance EAID_87883722_276F_493b_921D_9DE6D6F8EC73 Architecture EAID_8DD8F57E_CD3A_465e_AEB2_F60EC230DDC4 Event Management EAID_94577CB5_5081_4e5e_9443_5F1DA7A47111 Release & Deployment Management EAID_9EC81411_99C2_4f1a_8425_091EFCF23B7D Procurement EAID_9ED42A7F_C030_484b_8729_12341EF0DF81 Backlog Management Manage the product and team backlog. Managing all work items across the different iterations. EAID_A0B1EA18_E01B_47a9_A2D2_264696745966 Requirements Management EAID_A3AF6418_E4C7_4a59_90D9_FCA022D03A66 Demand Management EAID_A9684849_8580_4acd_B886_F823DE07B381 Customer Relationship Management EAID_B0107780_2E31_4644_9F9C_DAA119834A73 Continuity EAID_BD260156_4AE5_492e_9B3B_E157AD143868 Incident Management EAID_BDACFE5E_B477_4abc_A613_E4C4D91C9BC1 Test Management EAID_BFBD42A5_AEB0_4532_9B2C_B5EDE2F44B68 Asset Management EAID_C0ADADDF_F5E6_4b7b_B4FB_BDBED27442DE Workforce Management EAID_D6877A26_A048_4259_A0CE_A1F8E9FF3E5B Knowledge Management EAID_D81DD19E_37EF_4008_A7A4_E7B16ACB4463 Policy Management EAID_F13AAC01_8406_4a55_9308_1146927FEC71 Availability Management EAID_F3553A95_FC8D_4808_91F2_62A4D7D14CBD Product Backbone Data Object id-052c547f-1358-499d-a03f-304e8f886f68 Data Object id-10f615c8-8a81-4df1-9c36-ddd42e154f04 Identity *Purpose* The ((Identity)) data object identifies, authenticates, and authorizes individuals (machines and users) who are required to access the Consumption Experience engagement portal. *Key Attributes* The Identity data object shall have the following key data attributes: * *Id:* unique identifier value for the Identity * *Name:* name of the Identity * *Discriminator:* indicates the Identity type (i.e., user, agent, group, or role) of the Identity * *Location:* location of an Identity assuming it is a person * *Creation Date:* creation date of the Identity * *Expiry Date:* expiry date of the Identity * *Organization Id:* organization (company) to which the Identity belongs *Key Data Object Relationships* The Identity data object shall maintain the following relationships: * Identity to Interaction (n:1): validates the Identity of the consumer and manages their access to the Consumption Experience portal * Identity to Order (1:n): validates access, Identity, and Entitlement for the consumer request that directly came to order * Identity to Entitlement (1:n): validates the consumer’s Entitlement to the Service Offer as per the attached Entitlement policy * Subscription to Identity (n:1): to make an Identity an owner of one or more Subscriptions to manage the Subscription(s) id-2ae857f4-21b1-457f-aa11-7ce266eb211f 10 Strategic Objective *Purpose* The ((Strategic Objective)) data object defines specific actionable goals and measurable outcomes for identified stakeholders and should be related to/or provide key results for the business case. <<< *Key Attributes* The Strategic Objective data object shall have the following key data attributes: * *Id:* unique identifier; e.g., number of the Strategic Objective * *Name:* descriptive name of the Strategic Objective * *Description:* description/details of the Strategic Objective *Key Data Object Relationships* * Strategic Objective to Strategic Theme (n:m): a Strategic Objective defines details of Strategic Themes; in some instances a given objective will deliver on several themes * Strategic Objective to Portfolio Backlog Item (n:m): a Portfolio Backlog Item can be part of delivering a Strategic Objective and thus this relation can indicate the importance of a Portfolio Backlog Item as well as indicating how an objective is to be delivered * Strategic Objectives to Architecture Roadmap Item (n:m): define what activities will deliver a given objective id-5a69acab-c4bd-4530-9742-baaa2f09a4bf 20 Fulfillment Book *Purpose* The ((Fulfillment Book)) data object is a Runbook for the fulfillment of individual Resources as part of the Fulfillment Orchestration functional component. The plan can either be an automated template or/and manual process description. *Key Attributes* The Fulfillment Book data object shall have the following key data attributes: * *Id:* unique identifier for the Fulfillment Book record * *Category:* helps in associating the Fulfillment Book to the Desired Product Instance * *Description:* description of the Fulfillment Book * *Execution Time:* date/time when the Fulfillment Book was created *Key Data Object Relationships* The Fulfillment Book data object shall maintain the following relationship: • Desired Product Instance to Fulfillment Book (m:n): every Desired Product Instance will have one or more fulfillment plans id-73917daa-b7f8-41fa-89ec-2f9a247c351c Log *Purpose* A ((Log)) data object captures information related to CIs in order to better understand performance, health, and/or usage of an Actual Product Instance. *Key Attributes* The Log data object shall have the following key data attributes: * *Id:* unique identifier of a Log record * *Timestamp:* time of the Log event * *Data:* collected Log text *Key Data Object Relationships* The Log data object shall maintain the following relationships: * Log to Event (n:m): according to monitoring policies, some Log events are forwarded as service events * Log to Service Monitor (n:1): associated Log to the Service Monitor definition that enables the collection of the Log record id-7d2f65fe-beb7-401c-a65b-b87b7d47459d Lifecycle Data Object id-a93d62da-883f-47d1-8db4-7e10cab2cfed Architecture Roadmap Item *Purpose* The ((Architecture Roadmap Item)) data object is produced in the context of architecture work and lists individual work packages in a timeline that will realize the Target Architecture. * The Architecture Roadmap Item data object is a planning item that refers to a cohesive set of architectural artifacts * The Architecture Roadmap Item defines a stable step towards the Target Architecture that will achieve the business goals and respond to the strategic drivers *Key Attributes* The Architecture Roadmap Item data object shall have the following key data attributes: * *Id:* unique identifier of the Architecture Roadmap Item * *Name:* name of the Architecture Roadmap Item * *Status:* lifecycle status of the Architecture Roadmap Item * *TargetDate:* planned date of the realized architecture of this specific Architecture Roadmap Item * *Roadmaps:* name of the roadmap(s) that will contain one or several Architecture Roadmap Items * *Description:* description of the Architecture Roadmap Item *Key Data Object Relationships* The Architecture Roadmap Item data object shall maintain the following relationships: * Architecture Roadmap Item to Product Backlog Item (n:m): establish what major program increments will implement the Architecture Roadmap Item * Architecture Roadmap Item to Value Stream (n:m): establish which value stream will be created or improved by implementing the Architecture Roadmap Item * Architecture Roadmap Item to Architecture Blue Print (n:m): establish which blueprint will be supported by the work in the Architecture Roadmap Item * Architecture Roadmap Item to Strategic Objectives (n:m): establish the strategic rational for a given Architecture Roadmap Item * Architecture Roadmap Item to Policy (n:m): multiple Policies might be applicable to the Architecture Roadmap id-ac9719c0-5007-4b25-ae18-18aac6ec3a2e 10 Test Plan <<< *Purpose* The ((Test Plan)) data object is a dynamic plan defining the test scope, test coverage, and associated Test Cases to be executed as part of new builds and/or releases. Multiple Test Plans can be created for a Digital Product. The Test Plan ensures that all required Test Cases are executed and verified as part of a Product Release. *Key Attributes* The Test Plan data object shall have the following key data attributes: * *Id:* unique identifier of the Test Plan * *Name:* meaningful name for the Test Plan * *Description:* summary or short description of the Test Plan * *Status:* lifecycle status of the Test Plan * *Version:* version of the Test Plan * *Test Runs:* overview of Test Plan executions *Key Data Object Relationships* The Test Case data object shall maintain the following relationships: * Test Case to Test Plan (n:m): one or more Test Cases are related to one or more Test Plans * Product Release to Test Plan (n:m): a Product Release can have one or more associated Test Plans * Test Plan to Pipeline (n:1): a Test Plan can be associated to and initiated by one Pipeline * Test Plan to Test Plan (n:m): a Test Plan can link to another Test Plan (decomposition or relationship) * Test Plan to Build Package (n:m): a Test Plan can be created to scan and verify one or more Build Packages (e.g., for software compliance and potential vulnerabilities) id-cc846f1e-155f-4d76-9fad-819b219935fa Build Package *Purpose* The ((Build Package)) data object represents a collection of build artifacts (components) packaged into a deployable unit. The Build Packages are securely stored in a build/artifact repository. *Key Attributes* The Build Package data object shall have the following key data attributes: * *Id:* unique identifier of the Build Package * *Name:* meaningful name of the Build Package * *Description:* short description of the Build Package * *Type:* define the Build Package type; e.g., container image * *Status:* lifecycle status of the Build Package * *Compliance Status:* compliance status of the Build Packages (and their components) * *Version:* version of the Build Package * *Tags and Metadata:* a build can have one or more tags (or properties) to provide additional metadata *Key Data Object Relationships* The Build Package data object shall maintain the following relationships: * Source to Build Package (n:m): Source can be built multiple times to create several build versions * Build Package to Test Plan (n:m): one or many Build Packages can be related to one or many Test Plans used as part of the build creation (e.g., perform security and vulnerability scanning on the new or modified Build Packages) * Build Package to Product Release Blueprint (n:m): multiple Build Packages, which represent the deployable units or components, can be assembled into a Product Release Blueprint which is used for the deployment of the Product Release into the different environments * Build Package to Pipeline (n:1): a Build Package is associated with the Pipeline through which the Build Package is created (or modified) * Build Package to Build Package (n:m): a Build Package can have dependencies with other Build Packages (or components) EAID_006B085A_50FF_423c_A28C_44A6C9EFCDBC Portfolio Backlog Item *Purpose* The ((Portfolio Backlog Item)) data object is a discrete and specific statement of work with acceptance criteria, funding requirements, and detailed work definitions. It may be a collection of many smaller work items, such as work packages or Product Backlog Items. *Key Attributes* The Portfolio Backlog Item data object shall have the following key data attributes: * *Id:* unique identifier; e.g., number of the Portfolio Backlog Item * *Name:* descriptive title of what the Portfolio Backlog Item represents * *Description:* short description of the work contained within the Portfolio Backlog Item * *Prioritization:* current priority on the Portfolio Backlog * *Acceptance Criteria:* what must be accomplished by the work in order to consider the item complete and accepted * *Related Products:* products that are impacted by the execution and completion of this work * *Demand Profile:* detailed list of how this Portfolio Backlog Item will consume resources such as labor, contracts, infrastructure, etc. * *Cost Estimation:* estimated cost derived from the demand profile *Key Data Object Relationships* The Portfolio Backlog Item data object shall maintain the following relationships: * Portfolio Backlog Item to Strategic Objective (n:m): a strategic initiative may drive the creation and prioritization of many Portfolio Backlog Items; the Portfolio Backlog Item may satisfy the objectives of many strategic initiatives * Portfolio Backlog Item to Architecture Roadmap Item (n:1): a Portfolio Backlog Item must align to the authoritative Architecture Roadmap Item * Portfolio Backlog Item to Policy (n:m): Portfolio Backlog Items may be sourced from Policies or may reference Policies to demonstrate compliance * Portfolio Backlog Item to Scope Agreement (1:1): a Portfolio Backlog Item can have one corresponding Scope Agreement * Portfolio Backlog Item to Digital Product (n:m): a Portfolio Backlog Item may be executed or impact many Digital Products; a Digital Product may be executing work against many Portfolio Backlog Items * Portfolio Backlog Item to Product Backlog Item (1:m): Portfolio Backlog Items may contain many Product Backlog Items; a Product Backlog Item is related to one Portfolio Backlog Item * Requirement to Portfolio Backlog Item (n:m): Requirements can be associated with one or more Portfolio Backlog Items EAID_083DB2DB_1707_416b_A9B5_C21446D1BB76 Value Stream *Purpose* The ((Value Stream)) data object represents an end-to-end view of how value is achieved for a given stakeholder. A Value Stream is depicted as an end-to-end collection of value-adding activities that creates a result for a customer, stakeholder, or end-user. *Key Attributes* The Value Stream data object shall have the following key data attributes: * *Id:* unique identifier of the Value Stream * *Name:* name of the Value Stream * *Description:* description of the Value Stream * *Stakeholder:* name of the Stakeholder that triggers and gets value from the Value Stream * *Value Stream Id (N):* unique identifiers of the related Value Streams <<< *Key Data Object Relationships* The Value Stream data object shall maintain the following relationships: * Value Stream to Architecture Roadmap Item (n:m): establish which Value Stream will be created or improved by implementing the Architecture Roadmap Item * Value Stream to Digital Product (n:m): define which Digital Products contribute to delivering the value specified in the Value Stream EAID_0952908E_3560_4d1d_9D98_91CAEF139509 30 Actual Product Instance *Purpose* The ((Actual Product Instance)) data object represents the realized deployment of a specific Desired Product Instance. It includes CIs that represent the implemented Actual Product Instance components. *Key Attributes* The Actual Product Instance data object shall have the following key data attributes: * *Id:* unique identifier of the Actual Product Instance * *Name:* name of the Actual Product Instance * *Type:* type of the Actual Product Instance (e.g., infrastructure service, customer-facing service, enabling service, front office, etc.) * *Configuration Items:* model of the configuration of the Product Instance as a set of interconnected CIs * *Create Time:* date/time the Actual Product Instance was created * *Last Modified Time:* date/time the entry was last modified in a significant way * *Owner:* actor for whom this Actual Product Instance was created * *Location:* location of the Actual Product Instance &#8211; this can vary from high-level country to city or low-level, such as a building or a room *Key Data Object Relationships* The Actual Product Instance data object shall maintain the following relationships: * Desired Product Instance to Actual Product Instance (1:1): each CI should be traceable to the planned configuration described in the Desired Product Instance * Problem to Actual Product Instance (n:m): Problem records are mapped to the affected Actual Product Instance(s) * Runbook to Actual Product Instance (n:m): Runbook records are mapped to the associated Actual Product Instance(s) * Incident to Actual Product Instance (n:m): Actual Product Instance(s) to which the Incident is associated * Actual Product Instance to Event (n:m): Actual Product Instance(s) associated with the Event * Actual Product Instance to Service Contract (1:n): connection between the Actual Product Instance and the Service Contract in which it is measured * Service Monitor to Actual Product Instance (1:n): Actual Product Instance being monitored * Actual Product Instance to Actual Product Instance (n:m): an Actual Product Instance can depend on services delivered by other products SMBB EAID_27FC3140_6E69_4e38_9BD9_A14F700E55CE Scope Agreement *Purpose* The ((Scope Agreement)) data object represents a proposal to implement one or more rationalized Portfolio Backlog Items and Budget Items. Scope Agreements reflect budget, cost/benefit projections, scope, status, and other key attributes of proposed work. They can be defined in the context of portfolio- or product-level concerns. The Scope Agreement represents the agreement between the requesting party (usually the Digital Product portfolio manager) and the delivery party (such as a Digital Product delivery team) on the work to be performed to implement the specified Portfolio Backlog Items and the funding available for the implementation. *Key Attributes* The Scope Agreement data object shall have the following key data attributes: * *Id:* unique identifier of the Scope Agreement * *Description:* details of the Scope Agreement * *Business Entity:* business or geographic unit * *Anticipated Business Value (optional):* projected business value, over a given time period, anticipated once the corresponding products and capability have been delivered * *Proposed Budget:* requested budget of the Scope Agreement; this should be broken down into a build and a run budget * *Approved Budget:* approved budget of the Scope Agreement; this should be broken down into a build and a run budget * *Status:* Scope Agreement (e.g., created, proposed, approved, rejected, deferred) * *Context:* portfolio level, product level *Key Data Relationships* The Scope Agreement data object shall maintain the following relationships: * Scope Agreement to Portfolio Backlog Item (n:m): one Scope Agreement can be associated to one or more demand data objects * Scope Agreement to Budget Item (n:1): this relationship helps track the budget allocated to each Scope Agreement * Scope Agreement to Product Backlog Item (1:n): this relationship helps track Digital Product(s) to each Scope Agreement EAID_2FC81CBD_AFEC_407c_AF49_ED339F6A7E2C Service Monitor *Purpose* The ((Service Monitor)) data object defined monitoring policies for CIs; that is, for the Actual Product Instance, or its underlying systems. The purpose is to understand the current status of the running service. The monitoring policies can for example specify: * Monitoring of the performance and availability (of the Digital Products and its components and dependencies) * Monitoring of user experience * Monitoring of security and scans for potential vulnerabilities * Monitoring of availability of the actual Digital Product and its components (and dependencies) * Monitoring of performance and capacity (e.g., utilization of resources) The Service Monitor definition is created in the Integrate value stream as part of the release package, and activated from the Fulfillment Orchestration functional component. *Key Attributes* The Service Monitor data object shall have the following key data attributes: * *Id:* unique identifier for the Service Monitor * *Name:* name of the Service Monitor * *Description:* description of the Service Monitor * *Type:* type of the Service Monitor (system, application, network, security, etc.) * *Measurement Definitions:* definitions of the measurements that the Service Monitor is collecting about the monitored entity (i.e., CI) * *Last Run Time:* date/time that the Service Monitor was last run * *Last Run Status:* the success, or not, of the last run of the Service Monitor <<< *Key Data Object Relationships* The Service Monitor data object shall maintain the following relationships: * Service Monitor to Log (1:n): enables the traceability from the log entries that are created to the Service Monitor that defined the collection of data * Service Monitor to Event (1:n): an event can be created/updated by a Service Monitor. * Service Monitor to Actual Product Instance (1:n): the Actual Product Instance is the CI being monitored EAID_408F66CF_2E59_40ed_8D00_BF3D8C4B522A Product Design *Purpose* The ((Product Design)) data object is the collection of design artifacts related to a Digital Product, together with the changes to the Product Design for a specific Product Release. It represents the grouping of logical components necessary to provide the expected outcome or service interaction. This includes the design for non-functional requirements such as those related to security, privacy, availability, and performance. *Key Attributes* The Product Design data object shall have the following key data attributes: * *Id:* unique identifier of the Product Design * *Name:* meaningful name of the Product Design * *Description:* short description of the purpose of the Product Design * *Version:* version of the Product Design * *Artifacts:* reference to the artifacts as part of the Product Design (which are also under version control); this includes, for example: UML diagrams, data models, user experience designs, prototypes, etc. *Key Data Object Relationships* The Product Design data object shall maintain the following relationships: * Digital Product to Product Design (1:n): one or more Product Designs represents the logical components necessary to provide the expected outcome of the Digital Product; a Product Design belongs to one Digital Product * Product Design to Requirement (n:m): one or more Requirements will be used to define the required behavior from the Product Design * Product Design to Product Backlog Item (1:n): Product Backlog Items involved in changing and/or realizing the Product Design * Product Design to Product Release (1:n): a Product Release is based upon one Product Design in order to deliver the required service outcomes SMBB EAID_44ED8B8A_D3D0_43fb_8057_453A338C5EC5 Order <<< *Purpose* The ((Order)) data object represents the formal request for the creation of, modifications to, or deletion of user consumption of a Service Offer. *Key Attributes* The Order data object shall have the following key data attributes: * *Id:* unique identifier for the Order (request) * *Status:* controls the status of the Fulfillment functional component * *Date:* date/time the Order was received * *Latest Fulfill Date:* maximum date/time by which the Order needs to be fulfilled * *Actual Fulfill Date:* date/time on which the Order is fulfilled * *Required Value:* based on the Offer, the user might need to provide values/options for a successful fulfillment (from Offer) *Key Data Object Relationships* The Order data object shall maintain the following relationships: * Order to Interaction (1:1): an Order can be a result of an Interaction and the relationship ensures that the status can be updated back to the requesting Identity using the same engagement * Order to Identity (n:1): obtains information from Identity which can be used to validate and manage the approval of the Order * Order to Subscription (n:m): enables traceability between the Order and the resulting Subscription; this helps to better understand how the current Subscription state was realized * Order to Service Offer (n:1): obtains Service Offer details to initiate recursive Order requests (sub-orders) that may be required to fulfill an Order * Order to Change (1:n): used for tracking the Order fulfillment through a Change Management system EAID_46D54421_73D3_4f7d_A770_8163851C7E2B Source *Purpose* The ((Source)) data object represents a collection of source code and configuration settings under version control as part of the configuration of a product. The Source data object fulfills the Requirements associated with the product. NOTE: The Source data object does not only represent the source code such as .NET, JavaScript(TM), or Java^(R)^, but also infrastructure as code, web pages, as well as configuration settings to define; for example, business rules, APIs, database schemas, etc. Consider all use-cases including customizations or configuration changes to SaaS applications or COTS packages. Source represents all changes made to realize the design of the Digital Product which falls under version control and is used to build the Product Release. *Key Attributes* The Source data object shall have the following key data attributes: * *Id:* unique identifier of the Source * *Version:* version of the Source * *Repository:* link to the repository where the Source is maintained * *Owner:* reference to the organizational owner of the repository and Source * *Date/Time:* date and time of last update (and commit) * *Person Id(s):* references to the identities who have created/modified the Source * *Tags:* one or more tags associated with the Source * *Comments:* comments related to the Source update *Key Data Object Relationships* The Source data object shall maintain the following relationships: * Source to Pipeline (n:m): a Pipeline can be triggered by updates of the source code; a Pipeline is associated with one or more Sources * Source to Product Backlog Item (n:m): the Source is created or updated with a reference to one or more Product Backlog Items fulfilling one or many Requirements, and for a given Product Backlog Item, there could be multiple Sources created/modified * Source to Build Package (n:m): the Source can be built multiple times to create several build versions * Source to Test Case (n:m): one or more Test Cases can be defined related to the source code, such as unit tests, code quality scans, and reviewing security coding standards * Source to Defect (n:m): one or more Defects can be related to the source code; for example, a Defect can be related to code quality issues identified by the Test functional component * Source to Digital Product (n:1): the Source repository is related to the Digital Product owning the Source EAID_4786A156_93F6_4b39_A101_A5C848B81EDA Incident *Purpose* The ((Incident)) data object hosts and manages Incident data and the lifecycle of the Incident. *Key Attributes* The Incident data object shall have the following key data attributes: * *Id:* unique identifier of the Incident * *Title:* title of the Incident * *Category:* aids in determining assignment and prioritization * *Subcategory:* second level of categorization, following the Category attribute * *Status:* current stage in the lifecycle of an Incident * *Status Time:* time stamp for the Status attribute * *Outage Start Time:* time stamp for the start of service downtime * *Outage End Time:* time stamp for the end of service downtime * *Severity:* severity of the Incident * *Priority:* priority of fixing the Incident * *Description:* description of the Incident * *Assigned To:* group or person that is assigned to fix the Incident *Key Data Object Relationships* The Incident data object shall maintain the following relationships: * Interaction to Incident (1: n): provides the interface for consumers to submit their own Incidents or break-fix requests * Incident to Problem (n:m): connection between Incidents that are converted to Problems to permanently address severe/repeating Incidents * Incident to Knowledge Item (n:m): connection between Incidents and the Knowledge Items used for their resolution * Incident to Runbook (n:m): an Incident is related to one or more Runbooks used to resolve the Incident * Incident to Change (1:n): connecting emergency Changes to Incidents for remediation * Incident to Actual Product Instance (n:m): Actual Product Instance to which the Incident is associated, and of which it is usually the main subject * Incident to Service Contract (n:m): the service level which applies to an Incident is dependent on the related Service Contract(s) * Event to Incident (n:m): enables the connection between Incidents and Events and supports the integration lifecycle between them * Incident to Incident (n:m): several reported Incidents can be related to the same issue and will then be linked EAID_490EDCB6_9F00_464a_BD47_91CACE0757C2 Architecture Blueprint *Purpose* The ((Architecture Blueprint)) data object represents the development of the Enterprise Architecture which details the building blocks (including Digital Products) and how these relate to each other. It contains a list of architecture views or architectural artifacts that depict a stable and approved state of the architecture. *Key Attributes* The Architecture Blueprint data object shall have the following key data attributes: * *Id:* unique identifier of the Architecture Blueprint * *Name:* meaningful name of the Architecture Blueprint * *Description:* short description of the purpose of the Architecture Blueprint * *Version:* version of the Architecture Blueprint * *Artifact List:* list of architectural artifacts that describe Business, Data, Application, and Technology aspects of the Architecture Blueprint *Key Data Object Relationships* The Architecture Roadmap Item data object shall maintain the following relationships: * Architecture Roadmap Item to Architecture Blueprint (n:m): one Architecture Roadmap Item may be described by one or several Architecture Blueprints * Architecture Blueprint to Digital Product (n:m): traceability is maintained between one or more Architecture Blueprints and Digital Products EAID_4C7DBFD4_C594_4f9e_8634_46788113272C 20 Pipeline *Purpose* The ((Pipeline)) data object defines and controls the execution of all the activities (and stages) to orchestrate and validate the build, and the deployment and testing activities required to securely deliver a modified Product Release. *Key Attributes* The Pipeline data object shall have the following key data attributes: * *Id:* unique identifier of the Pipeline * *Name:* name of the Pipeline * *Version:* version of the Pipeline *Key Data Object Relationships* The Pipeline data object shall maintain the following relationships: * Pipeline to source code (n:m): the Pipeline is linked to a source code repository + Multiple Pipelines can be defined for one repository. Source code updates trigger the Pipeline to perform a number of tasks such as initiate static code analysis and build activities to create the Build Package (consisting of one or more build artifacts). * Pipeline to Test Plan (n:m): a Pipeline triggers the execution of several Test Plans (and associated Test Cases) such as those related to unit testing, performance testing, security testing, etc. * Pipeline to Build Package (1:n): a Build Package is created by one Pipeline (using one or more build tools) * Pipeline to Product Release Blueprint (1:n): the creation of a Product Release Blueprint is initiated and governed by one Pipeline * Pipeline to Change (1:n): a Pipeline can raise one or more Changes to inform stakeholders about new releases/changes, perform change impact assessment, and get formal approval (manually or automated) EAID_5459C11B_96B0_445a_88C5_C6EB2B2D13A8 Interaction *Purpose* The ((Interaction)) data object manages a Consumption Experience for consumers that represents a request for assistance. The Interaction record can be created either through a virtual agent conversation (chatbot), a traditional self-service interface, or service desk agents. The Interaction determines whether the engagement is a new service order, a Change, an Incident, or a simple RFI such as knowledge, contract, chargeback information, etc. *Key Attributes* The Interaction data object shall have the following key data attributes: * *Id:* unique identifier of the Interaction record * *Description:* description of the consumer needs * *Status:* current stage of the Interaction * *Opened For:* consumer who initiated the Interaction * *Assigned To:* name of the fulfiller: live agent name or virtual agent * *Opened:* date and time when the Interaction started * *Updated:* date and time when the Interaction record was last updated *Key Data Object Relationships* The Interaction data object shall maintain the following relationships: * Interaction to Identity (n:1): connection to Identity for obtaining the consumer profile and contact information * Interaction to Order (n:1): initiates the Order as per the information provided in the Interaction * Interaction to Incident (1: n): provides the interface for consumers to submit their own Incidents or break-fix requests * Interaction to Knowledge Item (1:n): provides the interface for consumers to search for information about products and services EAID_5A65E4D8_5141_4701_8D7C_C1AFE3B2323D Subscription *Purpose* The ((Subscription)) data object represents the rights to access a service that has been provided to a consumer. <<< *Key Attributes* The Subscription data object shall have the following key data attributes: * *Id:* unique identifier for the Subscription * *Status:* provides a status update to consumers on the Order status at the Subscription level, such as WIP, RFI, completed, closed, etc. * *Start Date:* the date on which the Subscription was created * *Expiry Date:* the date on which the Subscription will end *Key Data Object Relationships* The Subscription data object shall maintain the following relationships: * Subscription to Service Offer (n:1): provides traceability between the Subscription and the Service Contract (via the Service Offer) * Subscription to Chargeback Contract (1:n): facilitates the various chargeback/showback calculations that are dependent on Subscription details such as its contract duration and service status * Subscription to Desired Product Instance (n:1): enables traceability between the consumer, their Subscription, and the Desired Product Instances; there can be multiple Subscriptions linked to a single Desired Product Instance * Subscription to Identity (n:1): associates an Identity as an owner of one or more Subscriptions to manage the Subscriptions * Subscription to Service Contract (1:1): sends the instances of Service Contracts to the Service Level functional component EAID_69454E3C_8408_4cf4_9034_0DCE3922C46B Product Release *Purpose* The ((Product Release)) data object represents a candidate or actual release of the Digital Product. A release relates to a single Product Design. It represents a version of the Digital Product with all associated documentation and artifacts required to fully support the product, including, for example, release notes, user guides, training materials, updated Knowledge Items, etc. It must contain a set of features that are sufficient to produce an outcome aligned to the value expectations of the Digital Product. *Key Attributes* The Product Release data object shall have the following key data attributes: * *Id:* unique identifier of the Product Release * *Name:* meaningful name of the Product Release * *Description:* description of the Product Release * *Status:* lifecycle status of the Product Release * *Version:* version of the Product Release * *Tags:* a Product Release can have one or more tags to further categorize and classify the release * *Deployment Model:* a representation of the deployable service components and their various configuration options * *Actual Spend:* actual spend for the development of a Product Release *Key Data Object Relationships* The Product Release data object shall maintain the following relationships: * Product Design to Product Release (1:n): a Product Design can lead to the creation of one or more Product Releases in order to deliver the required service outcomes * Product Backlog Item to Product Release (n:1): a Product Backlog Item represents the changes and work performed on a specific Product Release; a Product Backlog Item should be decomposed into sub-product items which can be fulfilled within one release * Product Release to Product Release Blueprint (n:1): each Product Release has one associated Product Release Blueprint * Product Release to Defect (n:m): identified Defects (in the form of Problems/known errors) associated with the Product Release * Product Release to Desired Product Instance (1:n): one Product Release can be translated to one or more Desired Product Instance(s) * Product Release to Product Release (n:m): a Product Release is dependent on other products being available in a particular version SMBB EAID_6C36BD6B_8FD0_476a_B7F5_590B38270A32 10 Requirement *Purpose* The ((Requirement)) data object records which functionality or non-functional conditions to meet for a product. *Key Attributes* The Requirement data object shall have the following key data attributes: * *Id:* unique identifier of a given Requirement * *Name:* short description/title of a given Requirement * *Description:* represents the more detailed description and statements of a given Requirement * *Purpose:* purpose of the Requirement * *Type:* identifies the category of a Requirement, such as functional, security, compliance, data privacy, service level, performance, and availability * *Status:* status of the Requirement * *Reference:* reference to the related authoritative sources such as Policies, regulatory requirements, security standards, etc. * *Priority:* the priority of a Requirement * *Owner:* person or team that owns the Requirement statement * *Version:* version of the Requirement specification *Key Data Object Relationships* The Requirement data object shall maintain the following relationships: * Product Backlog Item to Requirement (n:m): a Product Backlog Item is mapped to one or more Requirements (e.g., feature or user story) to track how the Requirement is fulfilled/realized * Requirement to Product Design (n:m): one or more Requirements will be used to define the required behavior from the Product Design * Requirement to Requirement (n:m): Requirements can be mapped to other Requirements (recursive and/or hierarchical) * Requirement to Test Case (1:n): a Requirement is traced to one or more Test Cases to ensure stated needs or conditions have been successfully delivered or met * Policy to Requirement (n:m): Requirements may be sourced from Policies or may reference Policies in order to remain in compliance with previously agreed Policies for an organization * Requirement to Portfolio Backlog Item (n:m): Requirements can be associated with one or more Portfolio Backlog Items * Requirement to Defect (n:m): a Defect can be associated with one or more Requirements EAID_7143A396_C3BA_4285_8F62_1BB96E89B246 Budget Item *Purpose* The ((Budget Item)) data object is an approved investment pertaining to one or more Digital Products. All Budget Items taken together in a specific financial period comprise the approved budget for the entire Digital Product Portfolio over that time period. *Key Attributes* The Budget Item data object shall have the following key data attributes: * *Id:* unique identifier of the service or investment (e.g., overhead) for which the Budget Item is recorded * *Financial Period:* financial period for which the Budget Item is recorded * *Investment Type:* nature of investment (e.g., run, development, overhead) * *Approved Budget:* approved budget * *Spend:* actual spend * *Forecast:* estimated spend at the end of the financial period *Key Data Object Relationships* The Budget Item data object shall maintain the following relationships: * Budget Item to Digital Product (n:1): one Budget Item shall hold budget for a single Digital Product and budget for one Digital Product may be spread across multiple Budget Items * Budget Item to Scope Agreement (1:n): helps track how much budget is allocated to which Scope Agreement(s) EAID_717D16F4_6F88_47c3_9DF4_D58DD861D9E8 Product Backlog Item *Purpose* The ((Product Backlog Item)) represents a work item associated with a Digital Product that when fulfilled will be associated with a Product Release. Types of work item vary depending on development methodology and may include epics, features, stories, story tasks, fixes, enhancements, and so on. Product Backlog Items describe the full range of work and artifacts required to complete the Product Release. This includes not only code and configuration information, but also the creation of other deployable artifacts under version control such as training material, user guides, and pricing tables. A Product Backlog Item can be decomposed into a set of more granular Product Backlog Items; for example, a feature can be decomposed into user stories and related tasks. A group of Product Backlog Items can be assigned to a specific implementation phase, such as an iteration or sprint. *Key Attributes* The Product Backlog Item data object shall have the following key data attributes: * *Id:* unique identifier of the Product Backlog Item * *Title:* short description of the Product Backlog Item * *Type:* type of Product Backlog Item such as epic, feature, and story * *Description:* detailed description of the Product Backlog Item * *Status:* status of the Product Backlog Item * *Parent Id:* unique identifier of the parent Product Backlog Item (decomposition/refinement) * *Budget:* budget for the Product Backlog Item * *Actual Spend:* actual spend on the Product Backlog Item * *Start Date:* Product Backlog Item start date * *End Date:* Product Backlog Item completion date * *Size:* size of the Product Backlog Item; for example, in story points * *Definition of Done:* list of criteria which must be met before a Product Backlog Item is considered "done" * *Priority:* priority of the Product Backlog Item * *Value:* scoring of the Product Backlog Item in terms of business value *Key Data Object Relationships* The Product Backlog Item data object shall maintain the following relationships: * Product Backlog Item to Digital Product (n:1): a Product Backlog Item belongs to one Digital Product * Portfolio Backlog Item to Product Backlog Item (1:n): a Portfolio Backlog Item can be decomposed into one or more Product Backlog Items (refinement of Portfolio Backlog Items) * Product Backlog Item to Product Backlog Item (1:n): a Product Backlog Item can be refined into one or more sub-Product Backlog Items (parent and child Product Backlog Items) * Product Backlog Item to Product Backlog Item (n:m): a Product Backlog Item can be dependent upon or related to other Product Backlog Items * Product Backlog Item to Product Release (n:1): a Product Backlog Item will be associated with one Product Release; larger Portfolio Backlog Items which cannot be delivered in one release will need to be decomposed into sub-Product Backlog Items (refinement) * Product Backlog Item to Product Design (n:1): a Product Backlog Item can modify and/or realize a (part of the) Product Design * Product Backlog Item to Source (n:m): modifications in the source code need to be linked to a Product Backlog Item (with a merge request) * Product Backlog Item to Defect (n:m): a Product Backlog Item can be related to one or many Defect records in order to investigate and resolve the Defects * Product Backlog Item to Requirement (n:m): a Product Backlog Item must be associated with one or more Requirements (such as non-functional requirements); a new or changed Product Backlog Item may require creation or modification of one or more Requirements * Product Backlog Item to Test Case (n:m): a Product Backlog Item can have one or more Test Cases defined in the Test functional component EAID_787C3AFA_74C2_4753_A13F_22C76F5DA798 Service Offer Catalog *Purpose* The ((Service Offer Catalog)) data object represents a set or collection of Service Offers that are grouped together as something that can be consumed by certain consumers or consumer groups. <<< *Key Attributes* The Service Offer Catalog data object shall have the following key data attributes: * *Id:* unique identifier for the Service Offer Catalog * *Name:* Service Offer Catalog name used for consumers *Key Data Object Relationships* The Service Offer Catalog data object shall maintain the following relationships: * Service Offer Catalog to Service Offer (n:m): represents the collection of Offers that comprise each Service Offer Catalog EAID_7B8317EC_F44A_4024_A09E_8D20026D1C3A 10 Test Case *Purpose* The ((Test Case)) data object defines how to validate a particular aspect of a Product Release. It is used to document what makes a product fit-for-purpose. *Key Attributes* The Test Case data object shall have the following key data attributes: * *Id:* unique identifier of the Test Case * *Name:* meaningful name for the Test Case * *Description:* summary or short description of the Test Case * *Status:* lifecycle status of the Test Case * *Result:* last known Test Case execution outcome *Key Data Object Relationships* The Test Case data object shall maintain the following relationships: * Test Case to Requirement (n:m): a Test Case is associated to one or more Requirements (which are covered by the Test Case) * Test Case to Product Backlog Item (n:m): a Test Case can be associated to one or more Product Backlog Items * Test Case to Test Plan (n:m): one or more Test Cases are related to one or more Test Plans * Test Case to Build Package (n:m): a Build Package is validated by executing one or more Test Cases as part of the build creation * Test Case to Defect (1:n): a Test Case can be associated to one or more Defects that are reported as a result of this test * Test Case to source code (1:n): a Test Case is associated to the source code which is executed as part of verifying code changes (e.g., code quality analysis) * Test Case to Test Case (1:n): a Test Case can be associated to another Test Case EAID_7E62DFA2_525C_4d0d_B17C_4B71F62F2E27 Desired Product Instance *Purpose* The ((Desired Product Instance)) data object specifies the deployment of a product so that it meets the deployment requirements specified in the Order or Change records. It contains the relevant fulfillment parameters that determine how to instantiate the product. *Key Attributes* The Desired Product Instance data object shall have the following key data attributes: * *Id:* unique identifier of the Desired Product Instance * *Name:* name of the Desired Product Instance * *Type:* type of the Desired Product Instance * *Configuration Items:* model of the configuration of the Product Instance as a set of interconnected CIs * *Create Time:* date/time the Desired Product Instance was created * *Last Modified Time:* date/time the entry was last modified *Key Data Object Relationships* The Desired Product Instance data object shall maintain the following relationships: * Desired Product Instance to Subscription (1:n): creates the traceability from service to Subscription * Desired Product Instance to Product Release (n:1): acquires all the necessary service information for fulfillment * Desired Product Instance to Actual Product Instance (1:1): creates traceability and enables verification of correct deployment/fulfillment * Desired Product Instance to Fulfillment Book (m:n): creates Fulfillment Book(s) for each Desired Product Instance(s) * Desired Product Instance to Resource (1:n): requests for resources needed for Order fulfillment demand * Desired Product Instance to Change (1:n): obtains orchestration details for Order fulfillment * Desired Product Instance to Desired Product Instance (n:m): the Desired Product can depend on services being delivered by other products SMBB EAID_7F65D269_8368_41d7_AB89_434051736BB9 Digital Product *Purpose* A ((Digital Product)) data object is an entity representing the Digital Product throughout its entire lifecycle. It is used to organize activities across all value streams. A more elaborate description of Digital Product is provided in the xref:Digital_Product[Digital Product] chapter, to include types of Digital Products, examples, and rationale for definitions as supported by this data object. *Key Attributes* * *Id:* unique product identifier * *Name:* descriptive, common name of the Digital Product * *Description:* short description of the Digital Product * *Product Manager:* name of the Digital Product Manager * *Investment Status:* status of the Digital Product; e.g., invest, divest, sustain, retired, etc. * *Portfolio:* portfolio to which the Digital Product belongs * *Business Criticality:* indication of the importance of the Digital Product for the business * *Security Risk:* indication of the business risk if the Digital Product is compromised * *Budget:* approved budget for ongoing resources, development, maintenance, and services * *Total Cost of Ownership (TCO):* the total cost of ownership of the Digital Product (includes all development, run, enhancement, and overhead charges for systems and shared costs) * *Profit/Loss:* calculated chargeback/showback against TCO for the Digital Product *Key Data Object Relationships* The Digital Product data object shall maintain the following relationships: * Digital Product to Policy (n:m): multiple Policies might be applicable for a single Digital Product or a single Policy may be applicable for multiple Digital Products * Digital Product to Value Stream (n:m): traceability is maintained between Digital Products and the Value Stream it supports * Digital Product to Portfolio Backlog Item (1:n): one Digital Product may be related to one or more Portfolio Backlog Items * Digital Product to Architecture Blueprint (n:m): traceability may be maintained between one or more Digital Products and the Architecture Blueprint drawings, diagrams, and other planning documents * Digital Product to Scope Agreement (n:m): Digital Products may have one or more Scope Agreements associated with them * Digital Product to Product Design (1:n): Digital Products will have one or more Product Designs associated with each version/model of the Digital Product * Digital Product to Digital Product (n:m): a Product can depend on services being delivered by other Products SMBB EAID_820C064D_9D71_4b31_9605_FC970EA1CA7D Event *Purpose* The ((Event)) data object represents an alert/notification signifying a change of state of a monitored CI or Actual Product Instance. *Key Attributes* The Event data object shall have the following key data attributes: * *Id:* unique identifier of an Event * *Name:* name of an Event * *Category:* category of an Event (info, warning, error, etc.); aids in determining assignment and prioritization * *Type:* categorizing the Event to causal or symptom type * *Status:* current stage in the lifecycle of an Event * *Status Time:* time stamp for the Status attribute * *Severity:* severity of the Event * *Threshold Definitions:* definitions of the thresholds by which the Event severity is determined * *Assigned To:* group or person that is assigned to handle the Event * *Is Correlated:* is the Event correlated to other Events? *Key Data Object Relationships* The Event data object shall maintain the following relationships: * Event to Incident (n:m): enables the connection between Incidents and Events and supports the integration lifecycle between them * Event to Change (1:n): associated Event is available for Change processing * Event to Actual Product Instance (n:m): Actual Product Instance(s) associated with the Event(s) * Event to Log (n:m): enables the traceability from the Events that are created to the Log object from which they originated * Event to Service Monitor (n:1): an event can be created/updated by a Service Monitor. * Event to Event (n:m): several events can correlate to the same root cause, and thus they relate to a primary event EAID_8C5D3F6B_3E0E_4a5e_B2DE_74037F14A963 Usage Record *Purpose* The ((Usage Record)) data object represents a measurement of consumption of a particular service or service component. An example Usage Record can be composed of (internal) hours, system usage (capacity, CPUs, etc.), or external supplier usage. *Key Attributes* The Usage Record data object shall have the following key data attributes: * *Id:* unique identifier for the service usage * *Usage Date From:* date from which the service usage is captured (linked to billing frequency in the Chargeback Contract) * *Usage Date To:* date up to which the service usage is captured (linked to billing frequency in the Chargeback Contract) * *Units:* transaction or consumption units * *Unit Type:* type of units used (CPU seconds, disk space, web transactions, etc.) *Key Data Object Relationships* The Usage Record data object shall maintain the following relationships: * Usage Record to Chargeback Contract (n:1): every Usage Record for a Subscription is associated with a Chargeback Contract; the Chargeback Contract defines the billing rule and frequency for a Subscription * Usage Record to Resource (n:1): if a Resource is measuring the consumption of a dedicated Resource for the Actual Product Instance NOTE: In case of fixed-price Chargeback, no Usage Record may exist for a given Chargeback Record. EAID_969243AF_AD9D_4a0f_B5EC_5D1BDA161739 Service Offer *Purpose* The ((Service Offer)) data object defines how a Service Offer template will be instantiated and under what terms and conditions – price, deployment, approval, workflow, service level (contract), etc. *Key Attributes* The Service Offer data object shall have the following key data attributes: * *Id:* unique identifier for every Service Offer in the catalog * *Catalog Id:* identify in which catalog this Service Offer is available (from the Service Offer Catalog) * *Name:* description of the Service Offer for consumers to identify/search Offers * *Start Date:* date/time on which the Service Offer may be consumed * *Expiry Date:* date/time on which the Service Offer is no longer available * *Status:* indicates if the Service Offer is ready for consumption (e.g., draft, published, retired, etc.) * *Price:* if applicable, the pricing information on the service, including the type of Subscription * *Required Value:* mandatory options or variables linked to the service which need to be provided by the consumer to prevent issues during the fulfillment; (some of) these options or variables might not be selectable for customers but are pre-filled by the Offer itself upon creation of the Offer *Key Data Object Relationships* The Offer data object shall maintain the following relationships: * Service Offer to Product Release Blueprint (n:1): each Service Offer is based upon the definition of one Product Release Blueprint * Service Offer to Order (1:n): provides Service Offer details that will help to manage Orders * Service Offer to Subscription (n:m): Service Offer obtains contract-related terms and conditions (pricing, service levels, etc.) from Subscription * Service Offer to Entitlement (1:n): determines what a consumer (human or machine) is entitled to order * Service Offer to Interaction (n:1): makes Service Offers available to consumers through the Consumer Experience functional component * Service Offer to Service Offer (n:m): Service Offers can be built and defined as a collection of more fine-grained service components or service actions EAID_9A90A730_2844_45c4_99BB_C2F621271DFE 20 Policy *Purpose* The ((Policy)) data object defines and maintains a Policy to the digital organization. *Key Attributes* The Policy data object shall have the following key data attributes: * *Id:* unique identifier of the Policy * *Name:* name of the Policy * *Description:* description/details of the Policy * *Applicable Geography:* to which geographies the Policy applies; e.g., certain policies could be country-specific or may have country-specific customizations <<< *Key Data Object Relationships* The Policy data object shall maintain the following relationships: * Policy to Digital Product (n:m): multiple Policies might be applicable for a single product or service, or a single Policy may be applicable for multiple products or services * Policy to Architecture Roadmap Item (n:m): multiple Policies might be applicable to the Architecture Roadmap * Policy to Portfolio Backlog Item (n:m): multiple Portfolio Backlog Items may be sourced from Policies or may reference Policies to demonstrate compliance * Policy to Requirement (n:m): multiple Requirements may be sourced from Policies or may reference Policies to demonstrate compliance EAID_A5E56E51_3899_490c_BF36_F3D348C5A24C Chargeback Contract *Purpose* The ((Chargeback Contract)) data object details the contract for financial obligations between the service consumer and provider(s) as defined at the time of Subscription. The Chargeback Contract typically defines the billing rule and billing frequency used to price a given service and is often tightly linked to the Subscription. *Key Attributes* The Chargeback Contract data object shall have the following key data attributes: * *Id:* unique identifier for the Chargeback Contract * *Status:* status of the contract (active, inactive, etc.) * *Rule:* pricing rule captured at the time of Subscription describes the method/formula for translating the usage into chargeback; this might be as simple as a product or as complex as an algorithm depending on the kind of service and granularity of chargeback/usage required to be captured * *Frequency:* charging frequency to the subscriber (e.g., daily, weekly, monthly, quarterly) *Key Data Object Relationships* The Chargeback Contract data object shall maintain the following relationships: * Chargeback Contract to Subscription (n:1): this relationship provides the traceability between the service rendered (represented by the Subscription) and the expected charges for those services (described in the Chargeback Contract) * Chargeback Contract to Chargeback Record (1:n): multiple billing records can be generated for a single Chargeback Contract as the Chargeback Record will be generated for each billing period EAID_AB35ECEC_B4C8_4c75_ACB3_7954F0F028A8 10 Product Release Blueprint *Purpose* The ((Product Release Blueprint)) data object provides the definition and specification of a release with all related components, dependencies, and required configurations as part of the Digital Product. It contains the description and procedures in order to activate, deploy, and operate an instantiation and its underlying components including software components and required resources. It may have many variations for a given Product Release as considerations such as environmental (development, stage, and production) or hosting (on-premise or cloud) could be specified differently. Iterative development methods may reuse a Product Release Blueprint multiple times. *Key Attributes* The Product Release Blueprint data object shall have the following key data attributes: * *Id:* unique identifier of the Product Release Blueprint * *Name:* meaningful name of the Product Release Blueprint * *Description:* description of the Product Release Blueprint * *Version:* a version of the Product Release Blueprint * *Deployment Model:* a definition of the various parameters and configuration options (e.g., used for deployment/provisioning) *Key Data Object Relationships* The Product Release Blueprint data object shall maintain the following relationships: * Product Release Blueprint to Pipeline (n:1): a Product Release Blueprint is created by a Pipeline * Product Release to Product Release Blueprint (1:n): a Product Release has one Product Release Blueprint * Product Release Blueprint to Build Package (n:m): multiple Build Packages, which represent the deployable content of the service components, can be deployed using the instructions contained in the Product Release Blueprints * Service Offer to Product Release Blueprint (n:m): a Service Offer is created based on definitions of one or more Product Release Blueprints SMBB EAID_B096EA4D_616F_43f7_9964_D9D8E35E5613 20 Chargeback Record *Purpose* The ((Chargeback Record)) data object represents the actual charge or showback amount to the subscriber based on the usage of subscribed services in a given time period. It is computed by the Chargeback functional component using the rules stored in the associated Chargeback Contract(s), with the input being the Usage Records collected for the period. *Key Attributes* The Chargeback Record data object shall have the following key data attributes: * *Id:* unique identifier of the related Chargeback Record * *Status:* status of the Chargeback Record (initiated, recorded, etc.) * *From Date:* start date of the Chargeback Record * *To Date:* end date of the Chargeback Record * *Amount:* amount to be charged for the given period *Key Data Object Relationships* The Chargeback Record data object shall maintain the following relationships: * Chargeback Record to Chargeback Contract (1:n): indicates to which contract (and thereby to which Subscription) the Chargeback Record relates * Chargeback Record to Usage Record (1:n): each Chargeback Record is calculated based on all the Usage Records with which it is associated EAID_B893D1E1_2521_4544_BD06_9FA0B32B53FA 20 Defect *Purpose* The ((Defect)) data object records an issue with the Product Release that should be remediated to fulfill the associated Requirements or designated as a Known Error, including unfulfilled nonfunctional requirements mandated by policy even if they were omitted from the formal requirements process. In this case defect management should include updating any missing product requirements and design. *Key Attributes* The Defect data object shall have the following key data attributes: * *Id:* unique identifier of the Defect * *Title:* short description of the main issue discovered * *Description:* description of the Defect * *Status:* status of the Defect *Key Data Object Relationships* The Defect data object shall maintain the following relationships: * Defect to Test Case (n:1): a Defect can be associated with the Test Case that detected the Defect * Defect to Product Release (n:m): a Defect can be associated with one or more Product Releases * Problem to Defect (1:n): a Problem (or known error) may be the source for submitting one or more Defects (or updating existing ones) * Defect to Product Backlog Item (1:n): a Defect is added to the Product Backlog as a Product Backlog Item (for fixing the Defect) * Defect to Requirement (n:m): a Defect can be associated with one or more Requirements EAID_C38D5A39_8CF0_41b7_A956_4C0CB0ACC872 KPI *Purpose* The ((KPI)) data object is the definition of an objective that is measured, its requested thresholds, and the exact mathematical method in which measurement data items are used in order to calculate the KPI measurements. *Key Attributes* The KPI data object shall have the following key data attributes: * *Id:* unique identifier of a KPI * *Name:* name of the KPI * *Timestamp:* time the KPI was measured * *Metric:* the definition of the data collected as input for the metric calculation * *Algorithm:* the exact algorithm for calculating the KPI *Key Data Object Relationships* The KPI data object shall maintain the following relationships: * KPI to Service Contract (1:n): associates the measure with a particular contract EAID_C5251007_2CC8_4735_AA8E_6E201FED91FB 29 Change *Purpose* The ((Change)) data object includes details of a proposed Change to one or more CIs. *Key Attributes* The Change data object shall have the following key data attributes: * *Id:* unique identifier for the Change record * *Title:* title of the Change * *Description:* description of the Change * *Category:* classify and define the type (emergency, standard, normal, etc.) of Change requested; each category has its own lifecycle * *Approval Status:* current status of the Change approval * *Risk:* the probability that the Change could cause harm or loss, or affect the ability to achieve objectives * *Planned Start Time:* date/time when the Change implementation is planned to start * *Planned End Time:* date/time that Change implementation is planned to end * *Assigned To:* actor that is assigned to implement the Change *Key Data Object Relationships* The Change data object shall maintain the following relationships: * Change to Order (1:n): receives Change request and Change request status * Change to Desired Product Instance (1:n): acquires relevant information about the Desired System(s) * Change to Pipeline (n:1): the Pipeline supplies the Change Orders with information needed to instantiate the service * Change to Change (n:m): a Change can depend on other Changes that have been delivered, or it can be decomposed into a number of more fine-grained Changes * Incident to Change (n:1): tracks the Incident(s) caused by the Change * Change to Incident(1:n): tracks the Incidents that needs emergency Changes to fix the issues * Problem to Change(1:n): to implement a fix to the issue that is documented by the Problem Change data between the Order, Desired System, and the Change must manage the Change lifecycle state. EAID_D383AF75_F346_4455_9F6E_D685E31D5369 Cost Model <<< *Purpose* The ((Cost Model)) data object defines the way a Digital Product accounts for its cost pertaining to delivered services. *Key Attributes* The Cost Model data object shall have the following key data attributes: * *Id:* unique identifier of the Cost Model * *Name:* descriptive name for the Cost Model * *Description:* text description detailing the purpose and principles of construction of the Cost Model * *Status:* indicates if the Cost Model is in use, depreciated, or experimental * *Version:* current version of the model (models evolve over time) * *Calculation:* formula for calculating cost * *Resource Type:* type of resource considered (hardware, software, HR, or external service &#8211; IaaS, PaaS, SaaS) * *Resource Id:* identification of the Resource that will incur cost charges * *Resource Unit of Work:* the most granular element for which a cost is charged; e.g., hours, GBytes, CPUs) * *Cost per Unit of Work:* monetary amount per unit of work (e.g., _x_ euros per gigabyte of storage) * *Time Period:* time span for which the cost per unit of work has been calculated *Key Data Object Relationships* The Cost Model data object shall maintain the following relationships: * Cost Model to Chargeback Record (1:n): a "`live`" Cost Model informs the Chargeback Record of the cost per unit of work; for a basic service (i.e., not a composite of other services), the Chargeback Record will multiply the cost per unit of work of the Resource underlying the service by the Usage data from its associated Usage Record * Cost Model to Resource: (1:n): the Cost Model must be structured by the various Resource types used in IT EAID_D6540158_60EA_4704_B48D_683CD75A1D9D Runbook *Purpose* The ((Runbook)) data object is a routine compilation of the procedures and operations which the administrator or operator of the system carries out. A Runbook can be either a manual process or an automated script. *Key Attributes* The Runbook data object shall have the following key data attributes: * *Id:* unique identifier of the Runbook * *Description:* description of the Runbook * *Category:* aids in determining assignment and prioritization * *Execution Time:* date/time the Runbook  was last executed *Key Data Object Relationships* The Runbook data object shall maintain the following relationships: * Actual Product Instance to Runbook (n:m): track Runbooks and the Actual Product Instance(s) with which they are associated * Event to Runbook (n:m): an Event is related to one or more Runbooks used to resolve the Event * Incident to Runbook (n:m): an Incident is related to one or more Runbooks used to resolve the Incident EAID_F1AE485D_F9B5_437e_B636_832CBC78C1A8 Service Contract *Purpose* The ((Service Contract)) data object describes the service characteristics and supports service measurement tracking, governance, and audit. Service Contracts can be related to logical services as well as physical services. Service Contracts related to logical services are known as Service Contract templates, while Service Contracts related to physical services are known as Service Contract instances. Each Service Contract data object is comprised of two main parts: the General Contract definitions (_aka_ the header) and the SLOs (the line items), which also enable the nesting of other Service Contracts that define service levels for different aspects of the service. These lines may need to be detailed due to the service being composed of multiple components, because there are multiple providers involved, or to cover different areas of service levels. *Key Attributes* The Service Contract data object shall have the following key data attributes: * *Id:* unique identifier of the Service Contract * *Name:* name of the Service Contract * *Type:* type of the Service Contract (SLA, OLA, UC) * *Provider:* provider of the service * *Consumer:* consumer of the service * *Start Date:* start date/time of the Service Contract * *End Date:* end date/time of the Service Contract * *Support Calendar:* contracted support hours of the service * *Adherence Calculation Periodicity:* service measurement calculation period * *Maintenance Window:* service maintenance timeframes/blackout periods *Key Data Object Relationships* The Service Contract data object shall maintain the following relationships: * Incident to Service Contract (n:m): the service level which applies to an Incident is dependent on the related Service Contract(s) * Actual Product Instance to Service Contract (1:n): relationships to Actual Product Instance(s) are maintained and updated to ensure component and data object traceability in the value stream * Service Contract to KPI (n:m): KPIs will track the measurements associated with Service Contracts; Service Contracts will have multiple KPIs * Subscription to Service Contract (1:1): once a Subscription is instantiated, it also triggers the instantiation of a Service Contract instance from the Service Contract template EAID_F5BFB89B_ED37_4b79_AFB9_18E1CDBD157D 10 Problem *Purpose* The ((Problem)) data object defines a Problem and manages the Problem lifecycle. *Key Attributes* The Problem data object shall have the following key data attributes: * *Id:* unique identifier of the Problem * *Title:* title of the Problem * *Category:* aids in determining assignment and prioritization * *Subcategory:* second level of categorization, following the Category attribute * *Description:* description of the Problem * *Status:* current stage in the lifecycle of a Problem * *Status Time:* time stamp for the Status attribute * *Assigned To:* group or person that is assigned to fix the Problem *Key Data Object Relationships* The Problem data object shall maintain the following relationships: * Problem to Change (1:n): enables the relation of a Change record that is created when Problem resolution requires a Change * Problem to Portfolio Backlog Item (1:1): ensures a Portfolio Backlog Item is created for Problems requiring a future fundamental/big fix/enhancement to the Digital Product * Problem to Defect (1:n): enables the creation of Defects when emergency/specific fixes require development * Problem to Knowledge Item (n:m): enables the creation of known error(s) (Knowledge Items) when the root cause of a Problem is identified * Problem to Actual Product Instance (n:m): Problem records are mapped to the affected Actual Product Instance(s) * Incident to Problem (n:m): connection between Incidents that are converted to Problems to permanently address severe/repeating Incidents EAID_FD5DAAE6_A328_4e55_A574_98DD42124C8A Entitlement *Purpose* The Entitlement data object is a set of attributes that grants or denies access to Service Offers, Digital Product Instances, and associated resources as per the defined Entitlements, such as Entitlement by organization, department, location, group, employee band, user profile, and country. *Key Attributes* The Entitlement data object shall have the following key data attributes: * *Id:* unique identifier for every Entitlement type * *Type:* whether the Entitlement can only be viewed or ordered *Key Data Object Relationships* The Entitlement data object shall maintain the following relationships: * Entitlement to Service Offer (n:1): provides the Entitlement policy that needs to be attached to the Service Offer for validation * Entitlement to Identity (n:m): indicates what Identities have the given Entitlement id-el-3b675a3d-c396-42d4-98ae-233364d3cadb 29 Attribute id-el-aa5d3c59-640e-4eec-980e-554e69d8314b Strategic Theme *Purpose* The ((Strategic Theme)) data object is a statement of direction and priorities that summarize Strategic Objectives to provide business context for portfolio decision-making. *Key Attributes* The Strategic Theme data object shall have the following key data attributes: * *Id:* unique identifier; e.g., number of the Strategic Theme * *Name:* descriptive name of the Strategic Theme * *Description:* description/details of the Strategic Theme *Key Data Object Relationships* * Strategic Theme to Strategic Objective (n:m): a Strategic Theme may contribute to the creation of many strategic initiatives; a strategic initiative could be created to address objectives associated to more than one Strategic Theme id-el-d9b3e7b9-2386-4027-984a-af748f354cfa 10 Resource *Purpose* The ((Resource)) data object represents an asset or other entity that is limited in nature. It can be allocated to a Digital Product or it can be unallocated. *Key Attributes* * *Id:* unique identifier for each Resource * *Type:* describes the type of each Resource pool * *Status:* record if the Resource is available *Key Data Object Relationships* The Resource data object shall maintain the following relationships: * Resource to Desired Product Instance (n:1): indicates if a Resource is allocated to a given Product Instance * Resource to Usage Record (1:n): provides Resource usage details for cost computation id-f0cf30f0-b358-4eca-88a7-ad2f38134e4b Knowledge Item *Purpose* The ((Knowledge Item)) data object contains information to be used by both operators and the consuming business as structured searchable content managed and maintained. *Key Attributes* The Knowledge Item data object shall have the following key data attributes: * *Id:* unique identifier of the Knowledge Item * *Title:* title of the Knowledge Item * *Status:* for example, draft, revise, published, review, archived * *Author Id:* unique identifier of the responsible author * *Publish Date:* date/time on which the item is available for publication * *Expiry Date:* date/time on which the item is no longer visible * *Body:* body text, video, or any other content that is published *Key Data Object Relationships* The Knowledge Item data object shall maintain the following relationships: * Knowledge Item to Problem (n:m): if a link to a Problem exists, the Knowledge Item will need changing when a Problem is (partly) resolved * Knowledge Item to Interaction (n:m): one or more Knowledge Items can be related to an Interaction when a consumer searches for knowledge during a self service experience * Knowledge Item to Incident (n:m): one or more Knowledge Items can be related to an Incident as part of the Incident resolution * Knowledge Item to Knowledge Item (n:m): knowledge can be linked if related id-faba7194-a3e7-49ab-9b5a-aaaedd109fac Event Resolution (Fully Automated) Functional EAID_74ED3EF0_F133_4ca9_975B_F619589A70BD Event Resolution (Fully Automated) EAID_F12379F7_6DF2_495b_9B6B_B9A987642B70 ArchiSoft IT Portal id-6b8a8cc5-8681-4c0f-90f3-ebed2e7aa996 Portal id-d856040c-1375-4c18-96a0-e2d7d32fff0a Register Incident false up true EAID_03D929EF_288D_4fdd_AECE_961E44D46808 Perform Remediation false up true EAID_06A07B2E_F50A_4808_9820_0877FD6F22FA Manage Incident false up true EAID_0DA83BC8_3B32_4eca_8D57_153268A109D1 Raise Alert - Up Event false up true EAID_409993BB_69F8_41f2_9026_0A180867FD84 Monitor IT Services false up true EAID_5984876D_1E2D_4f4f_823A_1D9C11E1E9C8 Raise Alert - Down Event false up true EAID_5B84BF0B_B2FF_4f8f_9E92_DAFC1AC4A823 Acknowledge Event false up true EAID_6C1EC073_D222_49b0_8EB0_90B9D45C6E64 Close Incident false up true EAID_8179B0AA_FC2B_4899_A5F1_7EDF6E11A597 Close Event false up true EAID_8B403A5C_667B_4c9e_A211_65956FE68AEA Correlate Event false up true EAID_AE6D166A_4A34_458c_A859_1D32D8BE1807 Register Event false up true EAID_D17B8F47_E23A_4b66_8350_DEA82B207D0D Select Event Response false up true EAID_D2C79A36_3417_4214_9F57_80CBDC9FD75B Perform Root Cause Analysis false up true EAID_E89B8AE8_523C_4a31_A52D_484A5E26EC4F Process Request id-7bf39aab-3e5e-47d9-aca6-095a82b813e8 Process Shopping Cart id-9dcb243f-6d2d-4049-ba0a-1f3b3e3545f1 Order From IT Portal id-a0e9452d-ab4a-40b0-a8a7-9b3c1397ff03 Essential Service id-a717fa4f-12de-4a49-902c-af42e09595ff Application Service id-acac5904-f7eb-4ab3-863b-32b45e1121a8 Manage Problem EAID_01A55A17_BDDE_4e85_86F5_12C36E62E595 Provide Build EAID_068F94D7_6B16_482d_84FB_B535CAE914AF Provide Delivery request information EAID_0955AA19_0267_4af1_AD6D_CDF00FE0FCAE Create Chargeback Record EAID_0A73EFF1_9A6C_4c03_A8AD_361AB003D8A7 Create Problem EAID_0AEB940D_5610_4541_ACEE_2AE9257A1943 Create Subscription EAID_0B0D619D_11AD_4254_9637_93572C8CA7E5 Update Backlog Item EAID_0C6D4543_6748_4e18_B98D_56FC28F2934A Request Labor Resources EAID_10C919A5_2DAE_4f38_A97F_6226327FCBB4 Provide IT Asset Information EAID_125DA95A_3634_40ec_B82A_44A99251D2E2 Provide Initiative Information EAID_14E76CA2_3011_42bf_A25D_EA10A8EF8804 Create Scope Agreement EAID_17F2F353_03D6_446e_96EC_FC52943F88C3 Create Defect EAID_195C75FB_2870_4789_A8A5_47DE646B5215 Update IT Service Portfolio EAID_1B95BFC5_5D9F_46c5_AAE6_CE79A803E4D7 Provide Release EAID_1D83CFCF_3D80_4c45_A1C2_DE9814947EE8 Provide Invoice Information EAID_1DA72595_F08D_4b04_9E3F_EB2364FB2380 Provide Chargeback info EAID_2109C0DB_DF30_4ad7_B443_E4EA75622AFF Track Fulfillment Status EAID_2B12B6EC_BEC1_43a8_923E_A3728F08CA44 Provide Usage Information EAID_30532755_2EE1_4718_86DB_4F0F9D22C9FC Manage Event EAID_322AF933_492B_4fd3_B6CB_E8B18E925D20 Search Labor Availability EAID_33ED2E2C_CD78_4c76_A2E0_B1395386D6F0 Manage Capacity EAID_34D3A2F4_1E1D_40e0_B192_5DCACE554299 Manage RFC EAID_3F7305A7_88DA_4da0_ACE4_5E21C349D9F8 Create Chat EAID_3FD9800F_69A6_49b2_BE71_A9846DF727AA Create Build EAID_4080E18D_F76A_4415_994B_DED5DF376C93 Create Catalog Item EAID_4330C25B_6138_4f49_B6DD_BD0203A311FA Update Policy EAID_48DD3B67_6809_470f_95E0_B1A47A52BD00 Run Rootcause Analysis EAID_4AB1C1C8_DDF1_4795_9FF5_81BC7104F3E0 Create Service Monitor EAID_4C61FFC7_B6E4_486c_A3FE_08CA6FE8F6DF Create Estimated Labor and Asset Cost config EAID_4E764E58_BF13_4d62_8A72_612299C2E13E Publish Offer Catalog EAID_4F6AED37_D239_42ee_9D42_A694A9E55F9F Register Request EAID_55F6395F_7BC4_4d13_B91E_54EC2E523AA1 Update IT Initiative EAID_569478A3_63DA_4425_B1FC_732BE017F1CA Manage IT Assets EAID_57019D68_7EF9_4d81_91CA_2D068653E1C7 Update IT Budget EAID_6456D777_0ED8_4567_B78F_AC64FD503D89 Update Defect EAID_668E2757_395A_48a2_8C82_0CD2E97C07A6 Provide Requirement Information EAID_67EA4F8C_7776_4e46_862C_9A5BDD3487AA Create SLA Template EAID_6A08F5CF_A2D5_4f3b_9963_7556CB9077A1 Create Backlog Item EAID_6F7AAAC4_A9E1_4be9_A7E0_4CCCFCBD42F2 Create IT Cost Model EAID_6FF08C6D_7CE4_4b08_A6B5_9F35FEE03ABA Request Offer EAID_73B5E1C3_F219_43fc_879C_4E6A582D96A1 Search Knowledge EAID_7A7E09E3_22E1_4dd1_965B_1005B11E19AC Create Release EAID_7DDF518D_93ED_4123_9144_F6B5A332A5FC Provide Development Spend EAID_7ED927F3_09C8_408b_A4B6_BF95D0499AA1 Create Offer Catalog EAID_83B747E8_1833_4589_95CB_71EBCDC2EA18 Create Event EAID_8656EF20_41A6_480c_8A8F_51B5B8F2B65A Decompose Request EAID_8FDF9270_5DC8_4b30_B883_CC085BF04299 Route Fulfillment Request EAID_93127DA5_DE45_4ddb_8A5A_4A5941A1FC47 Browse Catalog EAID_97F6E16B_8E94_44f3_ABD6_9C06A048FF73 Provide Development Budget EAID_9A3E9E34_7703_42d8_AFB2_CC82BA33C0A0 Access IT Dashboard EAID_A1FE6C48_2EEB_4fbc_B484_8428CAA6D409 Create Chargeback Contract EAID_A34644BA_5D81_49ee_A21D_4B09EB76E3C7 Create IT Service Portfolio EAID_A3672656_EF8A_4223_953B_0B169BC50C9F Create IT initiative EAID_A3FBDA1E_F542_402c_8B62_D892F0863995 Provide Monitoring Information EAID_A6191683_790F_4bfb_AEE1_7105F12AA71B Request IT Budget EAID_A96BAD37_ACD5_4c50_9253_AD43E33100DF Provide Package EAID_AA4FB5B6_028B_4088_A673_2847F08875EC Manage Incident EAID_ABE1877B_EE59_4619_832D_E9E530646FDD Search Asset Availability EAID_B12E3DD4_AF49_4435_9A53_B3551A9410E2 Create Deliery Request EAID_B58ECA20_EAC2_41f8_89CB_C86ED9F28B8B Create requirement EAID_B66E1CFF_1B64_42c0_A242_653C1D718FB6 Create Package EAID_BB6FE541_7539_4004_9F9F_A275231E780D Create SLA Instance EAID_BEA67CA0_4CB5_46a8_85DC_B9AAF71439B4 Perform Remediation EAID_C39E9562_F5F1_4488_BEFA_62E6B427B584 Create Fulfillment Request EAID_C4BDCB73_B300_439d_B9CE_8B220DC4218F Execute Test EAID_C5EE84C1_DFFA_4a2c_8440_D29AE87F0F4E Execute Deployment EAID_C6DC505C_0E73_44bd_B859_9F4FD909FAF8 Provide SLA information EAID_C8220363_ADD4_42b7_8E1A_A930065F92A1 Manage Architecture EAID_C9AFB4F9_A43D_4fb4_9CD8_A1F46BAE4B01 Submit Version EAID_CD4A1225_9F72_49ef_84BB_7DDD8D9A2046 Create Actual System EAID_D0FD6D2A_FF39_4f2e_98DF_D23B9D7F59CB Create Usage Record EAID_D26F3DD2_D5D2_4712_B2CB_88359DDED3C4 Notify Fulfillment EAID_DA3557EF_D4BF_40bf_B58D_C0094D6EF635 Create Vendor Request EAID_DC0E409E_C897_4159_831E_4FF40C59AC25 Register RFC EAID_DD40441A_2DCB_4ba3_B31D_09BA051264B2 Update Catalog Item EAID_E544BEE0_60FA_46aa_A38C_6690479CF9C5 Manage "What If Scenario EAID_E91BAAF6_635F_4098_B50E_227B9D5F5B46 Create IT Asset Request EAID_E94A3174_E4B4_4619_B837_A227F898FD2D Provide Source Code EAID_E9A33930_08BB_4078_9C59_16612CC62562 Manage Availability EAID_EC2B83BE_C120_423c_A25C_016AE2A23892 Create Service Model EAID_F35A5ADA_534B_4019_BCFF_9532780981A0 Create Policy EAID_F4876CD2_A66B_482c_BE77_91EE62A75A5E Provide Actual System Information EAID_F695023E_FE04_42d2_90F9_52B426447C51 Create Incident EAID_FB761793_C6D2_4946_AC09_0E56916F85EB Identity <<< *Purpose* The ((Identity)) functional component controls the information about the IT4IT service consumers of the services provided by the Digital Products managed by the IT4IT system. IT4IT service consumers can either be humans or machines who are required to access the Consumption Experience functional component to initiate an RFI, a new Order, a Change, or an Incident. It provides access to the catalog view based on user Entitlement. The Identity functional component is for managing the IT4IT service consumer identity, and tracking access rights to consume the IT4IT functionality. This facilitates the creation and administration of data used to identify a consumer, authorize, and define the attributes of IT4IT service consumers. This also facilitates the service with extensive information about a user, including address books, preferences, entitlements, and contact information. This information is subject to privacy and/or confidentiality requirements. The Identity functional component provides the required access control mechanism. Users (Identities) get one or more Entitlements based upon their role and job profile, through which they are authorized to access specific resources. Accordingly, Orders for these services are automatically approved. *Functional Criteria* The Identity functional component: * Shall maintain the confidentiality of information by controlling access * Shall ensure that all consumers (humans or machines) and their activities in the Consumption Experience functional component are uniquely identifiable * Shall confirm that consumer access to the catalog items data is in line with defined and documented business needs, and that Entitlements are attached to user Identities * Shall provide the organization with the ability to meet compliance requirements and to verify adherence to regulations with respect to access to information * Shall be able to list all consumers who have access to the Consumption Experience portal, and identify the Entitlement level they have each been granted /diagram/id-00815178-0edb-49bb-9b1b-51353f6e5b8e 520 id-18f25052-d5b4-46f0-b5c7-308abac3776f Functional Component id-2cdf9108-90a2-462d-9b02-329adcda7137 Resource <<< *Purpose* The ((Resource)) functional component manages the pool of resources (a logical abstraction of digital assets) that support Desired Product Instances delivering digital services, such as infrastructure, applications, and third-party services. This also ensures that the resource requirements for the services and their underlying resources are well understood and provisioned efficiently. The Resource functional component ensures the pooling of resources that may be virtual or physical (such as server, storage, networking, software licenses, IP address, etc.) are made available for the Order fulfillment. It maintains the soft limits or hard limits of resource pooling for digital resources(e.g., cloud resources) and acts appropriately when there is a breach of the limits. It also provides resource utilization details for Usage functional components to compute costs. *Functional Criteria* The Resource functional component: * Shall manage the pool of Resources that support services, such as infrastructure, applications, and third-party services * Shall ensure that the digital Resource requirements against the services are ascertained * Shall ensure the availability of physical assets/virtual Resource pools for the Order fulfillment * Shall maintain the soft limits, hard limits, quotas, etc. of Resource pools for digital resources (e.g., cloud resources), and act appropriately when there is a breach of the limits * May provide capacity Resource utilization details to the Usage functional component for cost computation /diagram/id-view-188a3b9f-095a-4d32-ad8c-52de238b9c64 630 id-32a29804-8a56-4053-bedb-9adf41ca1db8 Fulfillment <<< *Purpose* The ((Fulfillment)) functional component ensures that fulfillment activities are documented and automated for the resources that support the Digital Product Instance. Such activity items may include provisioning, deploying, modifying, actions (i.e., start, stop, etc.), decommissioning, and so on. This manages the routine deployment and configuration activities into automated/semi-automated Fulfillment Book. The automated/semi-automated fulfillment scripts are often included in the release package. The Fulfillment functional component may receive these deployment scripts from Release Composition functional component for the product deployment. *Functional Criteria* The Fulfillment functional component: * Shall ensure the fulfillment activities are standardized, automated, or, if manually executed, well-documented for the resources that support the Digital Product Instance * Shall ensure that the automated Runbooks are updated with routine deployment and configuration activities including but not limited to building and deploying resources, configuring VMs, decommissioning VMs, configuring platforms, etc. * Shall monitor that the Fulfillment Books are being executed as per the designed specification * Can allow the Fulfillment Orchestration functional component to trigger automated Fulfillment Books for deploying or configuring resources underpinning a digital service in order to fulfill a service order /diagram/id-103af4f3-1c3d-416d-aed1-180411c45bc9 640 id-73c0e69e-5c9b-4cbb-9166-67ab0aad5317 Application Function id-76a7504f-8f67-44f2-86c4-3084fb111c6f Collaboration id-cef70710-a266-4016-bdd6-da6205f45415 Strategy <<< *Purpose* The ((Strategy)) functional component manages the creation and maintenance of the portfolio strategy in alignment with the overall business/enterprise strategy. *Functional Criteria* The Strategy functional component: * Must align to business objectives and goals * Shall enable periodic review of the portfolio Strategic Themes * Shall manage the creation and closure of Strategic Objectives as required to address Strategic Themes * Shall provide visibility of both Strategic Themes and initiatives to as broad an audience as possible * Shall ensure traceability of the strategic initiative to the impacted value streams * Must maintain alignment with the Architecture Roadmap(s) *Data Architecture Criteria* The Strategy functional component: * Shall associate one or more Strategic Objectives to a value stream /diagram/id-view-3811c310-bf44-4548-82dd-e31efac1662c 120 id-e986aaad-38be-416e-9a96-df881fb0d9d4 Policy <<< *Purpose* The ((Policy)) functional component manages the creation, review, approval, and audit of Policies. *Functional Criteria* The Policy functional component: * Shall align and map to Enterprise Architecture * Shall enable the review and approval of Policies based on roles and responsibilities * Shall provide visibility into Policy attributes such as types, status, non-compliance, audit history, risks, and issues * Shall manage the governance of Policies associated with downstream value stream stages of the product lifecycle * Shall manage both internal and external Policies (e.g., security, pricing/costing, resources, regulatory, risk, information) and history of revisions * Shall track Policy exceptions and waivers with consistent identification, evaluation, and status reports for managing corrective actions *Data Architecture Criteria* The Policy functional component: * Shall associate one or more Policies to one or more Portfolio Backlog Items in the Portfolio * Shall associate one or more Policies to one or more work packages on the Architecture Roadmap /diagram/EAID_76160106_143F_4435_AECB_D8D4DCC417E3 110 EAID_058E0F7E_F307_4a28_8FDF_BB7B65298800 Fulfillment Orchestration *Purpose* The ((Fulfillment Orchestration)) functional component orchestrates the delivery of various Orders across one or more Fulfillment functional components in order to fulfill the service orders (such as the provision of VMs, modification of resource allocation, addition/removal of capacity, patches installation, modification of access rights, etc.) that are triggered by: * Release Composition to deploy new Product Releases received from the Integrate value stream * Order (e.g., end-user request from the portal, application access request, password reset, etc. ) * Change (e.g., provision of the test environment, deployment of bug-fix, deployment of the patch, etc. ) * Pipeline (for continuous deployment) The Fulfillment Orchestration may orchestrate through multiple internal and/or external Fulfillment functional components to automatically execute a fulfillment process workflow. To be able to engage the fulfillers, the Fulfillment Orchestration functional component needs to: * Manage a registry of the available fulfillers; this registry captures: ** What each fulfiller does (capabilities) ** How to engage each fulfiller (where they are located and how to invoke them) * Take the released Offer template deployment recipe from Release Composition and update the change request (for fulfillment) and also the Desired Product Instance data object that represents the service model in its preconfigured state * Get the resources allocated that are required to fulfill the service order * Update the resource pool inventory as resources are provisioned * Based on the new or updated Desired Product Instance and the result of fulfilling the Change (Change data object), inform the Configuration functional component (if needed) The Fulfillment Orchestration functional component can be used via two paradigms: * Consumer-driven + In this paradigm, a consumer request results in a bound catalog item that is broken down into the necessary Change Orders needed to fulfill the originating request; typically, this is for delivering the consumption of service from an existing product/service system that has previously been deployed. * Pipeline-driven + In this paradigm, the Fulfillment Orchestration functional component is directly engaged by the Pipeline functional component; this paradigm is used when the Development team is ready to transition a product into the production environment and wants to deploy a service system for the product. *Functional Criteria* The Fulfillment Orchestration functional component: * Shall orchestrate the implementation of the various Change Orders across the fulfillment systems, or track and manage manual change task implementation to fulfill the Orders * Update the resource inventory as resources are ordered * May manage a registry of the available fulfillers to include what each fulfiller does (capabilities) and how to engage each fulfiller (where they are located and how to invoke them) * May take the bound Offer template from the Change functional component and generate both the relevant Fulfillment Orders to realize/fulfill the originating consumer request and the Desired Product Instance data object, which represents the system in its preconfigured state * Shall get the technology resources (such as license, IP, VMs, etc.) allocated to fulfill the service order from the Resource functional component * Shall select the appropriate fulfillment mechanism * Shall coordinate if multiple fulfillment mechanisms are needed, and manage the dependencies required to fulfill the digital service orders * Shall create a Desired Product Instance based on a template in the Product Release package if the Order is a request for a new product system * Should modify the associated Desired Product Instance for all consumer Subscriptions to the service in order to track service delivery * Shall provide the Subscription status to the Order functional component * Shall create the Actual Product Instance as a copy of the Desired Product Instance within the Configuration functional component * May update the resource pool inventory as resources are provisioned * May trigger the Order functional component to order the appropriate dependent services, to fulfill a service order * Can create a new Service Monitor or modify an existing one for the service provided in the Order as part of fulfillment * Can create/route an Order to an external service provider to fulfill a part or all of the service * Can create an Order if a given Digital Product is to be delivered as a service from another product system (enabling product) * Can trigger fulfillment automation systems to enable fulfillment of (parts of) the service /diagram/EAID_95C0EF66_86C0_470e_8219_7F00608F9B05 620 EAID_05C4C2C8_152C_4fdb_AD09_7C1A79AC94E7 Investment <<< *Purpose* The main purpose of the ((Investment)) functional component is to manage the portfolio of all authorized investments. It supports the budget cycle (from budget creation, arbitration, and tracking to multi-year Investment planning, fed from the business and technology strategy and structured by the Enterprise Architecture Roadmaps). *Functional Criteria* The Investment functional component: * Shall be the authoritative source for all investments requested over a given time period * Shall manage the entire investment lifecycle * Shall receive investment requests for development from the Proposal functional component * May receive proposed investments for run and maintain and non-service investments from investment owners * Shall assess proposal feasibility for cost, value, etc. and obtain the required approval from Finance * Shall communicate the status of the final scoping and investment decisions back to the respective stakeholders /diagram/EAID_4CA84473_029C_4610_A91E_3FA41C505E9D EAID_1C0AEC21_4617_45ec_8CD5_870495C2B964 Diagnostics & Remediation *Purpose* Through the use of manual and automated Runbooks, the ((Diagnostics & Remediation)) functional component provides diagnostics information and/or remediation steps to shorten the Mean Time To Repair (MTTR). During the Event lifecycle, some categories of Events can serve as initiators of alerts and/or Incidents and also for diagnostics and remediation activities. Machine Learning (ML) and Artifical Intelligence (AI) can be utilized in this function to automate the diagnosis and remediation of Events. Runbooks help to streamline diagnosis and remediation for service functions by applying knowledge solutions to service anomalies. *Functional Criteria* The Diagnostics & Remediation functional component: * Shall be the system of record for all Runbooks * Shall manage the Runbook lifecycle * May allow an Event to trigger a Runbook for diagnostics or remediation purposes * May allow an Incident to trigger a Runbook for diagnostics or remediation purposes * May allow a Problem to trigger a Runbook for diagnostics or remediation purposes *Data Architecture Criteria* The Diagnostics & Remediation functional component: * Shall allow hierarchical relationships between Runbook data objects * Shall associate a Runbook data object with an Actual Product Instance data object /diagram/EAID_700AF0B5_73B3_4072_9567_A1609E3DC63C 840 EAID_1D02F572_FC86_446e_AB02_BBC5DD4D2E4C Cost Modeling <<< *Purpose* The main purpose of the ((Cost Modeling)) functional component is to associate cost elements (internal or external) with the resources that bear these costs (hardware, software, or people). The Cost Model serves as the cost reference to feed the Chargeback functional component with elementary costs (costs per unit of work). The Chargeback functional component will multiply these elementary costs by a Usage factor to compute the cost of a service. The model should also be used to evaluate the total cost of IT and how they are spread over all resources. A simulation, or scenario-based rendering, may also be supported by the Cost Model. *Functional Criteria* The Cost Modeling functional component: * Shall be the reference for cost allocations on the corresponding resource * May be structured by categories of resource (type of resources, typically grouped by tower, sub-tower, etc.) * May include a simulation capability to evaluate the distribution of all IT costs EAID_310C321A_0FCE_4e00_8C82_34073B7CADEF Build Package *Purpose* The ((Build Package)) functional component is the authoritative source for all Build Packages and associated build artifacts. It receives the Build Package and any associated artifacts from the Pipeline functional component. The Build Package functional component is the single source for the various types of Build Packages including software builds, infrastructure images, container images, etc. *Functional Criteria* The Build Package functional component: * Shall be the authoritative source for all Build Packages (often referred to as an artifact/build repository) including, for example, container images * Shall manage the lifecycle of all Build Packages from registration to archiving and clean-up of build artifacts * Shall secure the Build Packages for unauthorized access and unauthorized changes * Shall maintain a full audit trail of all additions and modifications in Build Packages and their components * May receive Build Packages and artifacts from external sources, such as third-party vendors and open-source libraries * Shall receive the Build Package from the Pipeline for a particular Digital Product or product component * Shall associate the Build Package with the Pipeline through which the Build Package is created * Shall ensure that all Build Packages (e.g., container images) are safe to deploy * Shall maintain a bill of materials for all components (and artifacts) that are part of a Product Release (including dependencies and references to third-partly libraries and components) * Shall scan and verify all Build Packages (and their components and dependencies) for potential security issues, compliance issues, and vulnerabilities (prior to deployment) * Shall associate one or many Build Packages to one or many Test Plans which are executed as part of the Build Package registration; for example, to perform a Software Composition Analysis (SCA) for all software packages and containers for vulnerabilities and software license compliance issues /diagram/EAID_C92C7BCA_A61A_42a8_B2B5_F079DB9E6BF1 360 EAID_44C29BB3_FDDB_49e0_A982_F33DE91BE789 Product Design <<< *Purpose* The ((Product Design)) functional component creates and maintains the Product Design associated with a Digital Product. This functional component ensures the architecture and Product Design of the Digital Product meets specified requirements, is in line with the Enterprise Architecture, and adheres to standards and polices. The Product Design functional component describes the structure and behavior of the services offered by the product, taking into consideration both the desired product and the associated Service Offers. Various design artifacts (e.g., UML^(R)^ diagrams, API specifications, data models, process designs, user experience design, etc.) can be created that comply with the Product Backlog Item specifications, Requirements, and product vision. The service delivery model (in-source, outsource, etc.) can be identified, together with the service providers who will meet the Requirements within the chosen delivery model. The Product Design should include instrumentation so that objective data can be captured on how the digital services are performing rather than relying only on consumer feedback. The service should also be architected to meet the KPIs and SLAs (and associated SLOs) and to ensure that appropriate Service Monitors are included in the Product Release. The output of the Product Design functional component will be used by the Source data object to source, create, and secure the service, and the traceability will be done through the Requirement functional component. *Functional Criteria* The Product Design functional component: * Shall be the system of record (authoritative source) for all Product Designs * Shall identify the required changes in the Product Design to meet the needs of the Product Backlog Items and associated Requirements * Shall maintain the design of the Digital Products and its sub-components/parts * Shall maintain the design of the data model (mapped to the Enterprise Data catalog to understand what data is managed and/or used by the Digital Product) * Shall maintain the design of the integrations (and related data flows) of the Digital Product with other Digital Products (to understand dependencies and integrations with other products) * Shall maintain the design related to the security model, covering user profiles, roles, and associated access rights * Shall maintain various design artifacts (such as use-case diagrams, data models, data flow diagrams, interaction diagrams, etc.) that comply with the Product Backlog Item specifications and boundaries * Shall maintain the design of how the product enables/supports the customer journeys and business processes (if applicable) * Shall cover the user experience in the design * Shall identify the product delivery model (buy or build, in-source, outsource, etc.) * Shall maintain the infrastructure design for hosting the Digital Product (with the associated technology products) * May identify service suppliers to meet the Requirements within the chosen delivery model * Shall maintain the design of operations and support features of a product, including the support model, monitoring, and design for self-service (designing service interactions through the Service Offer Catalog) * Shall document instrumentation so that empirical data can be captured to measure how the digital services are performing, rather than relying only on anecdotal input from the user community * Shall document how the Digital Product complies with the non-functional requirements, including security, privacy, legal, etc. (Secure, Privacy, and Compliance by Design) * Shall document how the product is architected to meet the SLOs, including availability and performance, as well as XLAs * Shall receive the Digital Product specifications and product vision from the Product Portfolio functional component * Shall provide the ability to collaborate on the design artifacts, including reviews, capturing feedback, and comments *Data Architecture Criteria* The Product Design functional component: * Shall associate a Product Design to a Digital Product * Shall associate one or more Requirements to the Product Design if a Requirement functional component exists * Shall associate one or more Product Backlog Items to the Product Design to provide traceability of how the design is modified and realized * Shall associate one or more Product Designs to a Digital Product if a Product Portfolio functional component exists * Shall associate a Product Design to one or more Product Releases if a Release Composition functional component exists /diagram/EAID_0B0D15C4_E832_4cfc_8607_0DDC27CDFFC3 330 EAID_4A514BD7_17DA_4600_A259_5F7490185AC6 IT Operations - Intelligence, Trending, Proactive Alerting Intelligence, trending, proactive alerting (for example) are capabilities within the D2C Value Stream functional components Service Monitoring, Event, and Incident that may be sources of Events or Incidents. EAID_4D31DFAC_B16E_4799_9442_34C01218CBC8 Consumption Experience *Purpose* The Consumption Experience functional component is based on a system of engagement integration design pattern where consumers access different functional components through a common user experience. This enables a centralized location for all kinds of communication channels for consumers (such as chatbots, web applications, mobile applications) to provide a one-stop portal that facilitates the following features: * Request a new service * Request service support * Request service modification * Request service termination This facilitates service consumption by connecting any potential consumer with the right information, goods, services, or capability at the right time through a single and intuitive experience, supporting "`click, call, face`" principles to get access to the desired support. Self-service concepts are used to limit the interaction flow to people and provide direct remediation, thereby enhancing customer experience. The Consumption Experience functional component also embraces Customer Journey Mapping; typically the path followed by a consumer when they interact with the Consumption Experience portal. It includes every touchpoint the consumer might run into throughout their interactions with IT, which helps in creating the overall self-service functionality in the Consumer Experience portal that drives improved customer experience. This provides an interface supported across multiple devices such as smartphones, tablets, etc. and also a plug-and-play connectivity for components that need to be exposed through the portal. Components for connectivity include but are not limited to catalog-driven service consumption. *Functional Criteria* The Consumption Experience functional component: * Shall be available to all users that desire to consume digital services * Shall expose functionality based on user profile and entitlement * Shall expose relevant aspects of the IT4IT functions and capabilities in a single place, unifying the experience &#8211; these functions and capabilities may be exposed in many forms; for instance, a form similar to smartphone apps, a traditional web application, or just as an API * Shall determine each interaction, whether it is a Request for Information (RFI), a new Order, a Change, or an Incident, and route them to the appropriate functional component * Shall route requests to queues for assignment or assign them to fulfillers automatically * Shall provide the interface for consumers to search and read Knowledge Item data objects of all types and sources + Knowledge Item data objects may include but are not limited to technology or supplier-created technical briefs, training videos, and user-created content. * Shall reduce the load on the support organization by enabling and promoting self-help and self-healing behavior through the use of community assistance, knowledge sharing, content, etc. * Shall enable users to create new support tickets for issues and/or questions that they were not able to resolve, or their questions that remain unanswered * Shall enable users to view and update their existing support tickets * Shall provide the consumer a view and status update of planned and executed changes * Can route users to access the Knowledge Item data objects before a new support ticket is created * Can engage Collaboration & Communication secondary functional components to provide the user front end (such as a chat capability) for various purposes including service desk interaction, order routing, or information/knowledge gathering * Can provide service consumers with a way to address more of their Digital Product and service-related issues, as well as receive information regarding their existing records without necessarily engaging underpinning providers /diagram/EAID_CA705F3B_EB42_46c2_AFBD_06C52AF971F5 510 EAID_4DBBB544_E9C8_491d_8BFB_F92F33B220F1 Product Portfolio <<< *Purpose* The ((Product Portfolio)) functional component structures and organizes all of the different types of Digital Products managed by the organization. Digital Products are grouped into portfolios that allow for the grouping of like Digital Products based on ownership, value stream alignment, product lines, strategic investment groups, and prioritization. Each Digital Product is managed based on common criteria and attributes that provide the data to properly manage them throughout their lifecycle. Managing dependencies and dependents of the Digital Products is a critical aspect of the Digital Product, as well as making portfolio decisions. While the Product Portfolios may be arranged in any way an organization requires, there are three basic top portfolio tiers to facilitate strategic planning: * *Market-facing* &#8211; Digital Product offerings used by customers, organized by product lines, versions, or models accessed by a human or machine interface * *Internal-facing* &#8211; Digital Product offerings used by employees, manufacturing, and other automaton tasks * *Foundational* &#8211; common and foundational Digital Products often used to build or facilitate other Digital Products such as infrastructure, networking, platform, and other commodity building blocks These three portfolios allow for relevant strategic discussion and funding decisions to be made more readily, without needing to identify every specific Digital Product affected. *Functional Criteria* The Product Portfolio functional component: * Must include all Digital Products managed by the organization * May support a taxonomy of portfolios with sub-portfolios, and ultimately contained Digital Products * Must provide, via specific Product Designs and Product Releases, Service Offers describing the contract, rules, warranty, and other consumer-based attributes used to establish a contract * Must track consumer contracts, which may be simple promises, acceptance of usage terms, Subscriptions, or binding legal agreements * Shall support strategic funding and de-funding activities at a portfolio level, and infer decisions on all contained Digital Products * Shall review input from organizational strategy, consumers, and market sources to propose portfolio changes that decide whether to keep, retire, increase, or decrease investment * Shall track all backlog items used for prioritizing investment and potential changes * Shall assess effectiveness, efficiency, and satisfaction of the Service Offers being consumed * Should aggregate all metrics from dedicated resources, dependencies, and consumption to include total costs, performance, consumption, capacity, resources, risks, benefits, quality, fitness-for-purpose, etc. * Shall manage an inventory of underlying shared resources, systems, Service Offers, and instances * Shall track all consumers such as users, instances, and machine/API dependencies * Shall compare Digital Products with similar ones to identify rationalization opportunities * Shall create, review, and update Digital Products * Shall create and maintain service blueprints and end points * May share roadmaps with market, consumers, peers, partners, and dependent Digital Product Managers * May have roadmaps that include major and minor versions/models * Should ensure compliance with all applicable Policies if a related Policy exists * Shall aggregate charges from the Chargeback functional component if a Chargeback functional component exists * May send the operation charge acceptance to the Chargeback functional component if a Chargeback functional component exists *Data Architecture Criteria* The Product Portfolio functional component: * Shall associate a Digital Product to one or more systems * Shall associate a Digital Product to one or more Offers /diagram/EAID_FF268AFC_8976_4133_A53E_E3D9546E0977 230 EAID_60427890_9FD8_4eca_B7CF_496D075E2C1D Defect <<< *Purpose* The ((Defect)) functional component keeps track of all Defects; including their origin, status, importance, and relation to Requirements and Problems (or known errors). Defects of all types are registered (including security-related Defects), together with all relevant details such as description, severity, product version, related requirement, etc. Defects can be analyzed, and resolutions found. Defects can be associated with Requirements. NOTE: A Defect in this context can be any issue that impacts the product in delivering the expected value and outcome for the consumer as described in the product definition and requirements, such as poor user experience, potential vulnerabilities, maintainability issues, technical debt, etc. This includes unfulfilled nonfunctional requirements mandated by policy even if they were omitted from the formal requirements process. In this case defect management should include updating any missing product requirements and design. The Defect functional component documents issues that should be communicated to the Release Composition functional component. The Defect functional component consumes Defects from the Problem functional component and the Test functional component, and these are in turn consumed by the Source Control functional component for review and resolution. Defect details can be updated, and used to decide on target release times. The Defect status can be monitored, and Defect reports provided. Defects that remain unresolved by service development can be converted to known errors for Problem Management to document, develop work-arounds for, and/or report in Knowledge Management articles. *Functional Criteria* The Defect functional component: * Shall be the system of record (authoritative source) for all Defects * Shall manage the lifecycle of the Defect * Shall keep track of all Defects, including their origin, status, importance, and relation to Requirements and known errors * Shall register Defects of all types (including security-related) with all relevant details such as description, severity, application version, related requirement, etc. * Shall analyze Defects and find resolutions * May document issues that should be communicated to the Release Composition functional component * May consume Defects from the Problem functional component, as well as the Test functional component, that are in turn consumed by the Source Control functional component for review and resolution * Shall report Defect status and provide Defect reports * Shall create known errors for unresolved Defects (including the potential work-around and associated Knowledge Items) which can be published to consumers and used by the Operate value stream to provide remediation in case of Incidents * Shall receive Defect information from the Test functional component * Shall receive Defect information from a Problem (or known error) * Shall provide Defect information to the Product Backlog functional component (to plan and work on the Defect resolution in the Product Backlog) *Data Architecture Criteria* The Defect functional component: * Shall associate a Defect to a Product Release * Shall associate Defects with Requirements * Shall associate one or more Product Release packages to one or more Defects which reflects Defects that should be published as Problems/known errors * Shall associate a Test Case to one or more Defects * Shall associate a known error to a Defect * Shall associated a Defect to a Product Backlog Item (to assign the Defect to a team/person) /diagram/EAID_83398404_7DF5_4df9_B09B_3B09E58851F4 420 EAID_6644481A_5490_4974_8DB1_DAEF3F7E70CF Chargeback *Purpose* The ((Chargeback)) functional component provides chargeback (or showback) for internal and external services based on Subscription, Service Contract, and/or Usage information. *Functional Criteria* The Chargeback functional component: * Shall provide cost consumption information at the service level to consumers through the Consumption Experience engagement portal * Shall calculate the chargeback (or showback) of consuming/subscribing a service to a subscriber/consumer * Can take actual Usage into consideration when calculating the charge of consuming a service * Shall consolidate the charges from all subscribed services once Usage is collected for the given billing period * Shall send the subscribed service charges to the Product Portfolio functional component for an Actual Product Instance if a Product Portfolio functional component exists * Should send a Chargeback Record for approval and an internal reconciliation request to the Finance function if a Finance function (external to IT) exists /diagram/EAID_3E9F362D_2ECC_49b3_B15F_1C7EC64F346B 550 EAID_67B8890E_1F77_4e6f_8D31_5F3615846E1B Service Level *Purpose* The ((Service Level)) functional component enables the design and creation of Service Contracts. It is also responsible for the management of all Service Contract data objects throughout their lifecycle, including the governance of the Service Contract instances from the moment they are instantiated. It is responsible for collecting the relevant information in order to monitor compliance with the terms specified in the Service Contract and exposing data that reflects actual performance against the defined SLAs, SLOs, Operational-Level Agreements (OLAs), and/or XLAs. The actual legal aspects of the Service Contracts are not handled by the Service Level functional component directly; however, these documents (usually created and managed by the legal department and not in IT) are used by the functional components of the Evaluate, Explore, and Integrate value streams as the main input for the demand and requirements definition stages. <<< *Functional Criteria* The Service Level functional component: * Shall be the system of record for the Service Contract * Shall manage the Service Contract lifecycle (create, store, and maintain) * Shall manage the lifecycle (create, store, and maintain) of KPIs * Shall manage the state of the Service Contract * Shall manage the relations between the Service Contract and the KPI throughout their lifecycles * Shall create reports on the Service Contracts to show the QoS per SLO * Shall create a Service Contract (instance) and start measuring it once a Subscription is instantiated if the Order functional component exists * May receive business/IT measurements from the Monitoring functional component if a Monitoring functional component exists * May receive measurements such as Incident data as well as other information that may be covered by the Service Contract and used for calculating the KPI measurements * May instantiate a Service Contract from a Service Contract (template) originating from the Offer functional component * May receive Incident business measurements from the Incident component if an Incident functional component exists * May send reporting data on the service level status to the Consumption Experience functional component *Data Architecture Criteria* The Service Level functional component: * Shall allow hierarchical relationships between Service Contract data objects * Shall associate the Service Contract data object to the Actual Product Instance data object /diagram/EAID_290BF11E_77AA_45d6_BB2A_D699921126CB 710 EAID_67C3CE04_90A0_49e7_8294_EC02EDA12C2F Enterprise Architecture *Purpose* The ((Enterprise Architecture)) functional component manages Enterprise Architectures that will ensure a coherent and optimized portfolio of Digital Products that address enterprise business needs on a long-term basis. <<< *Functional Criteria* The Enterprise Architecture functional component: * Shall be the system of record (authoritative source) for all Architecture Roadmaps and Architecture Roadmap Items * Shall develop an Architecture Vision, based on business strategy, goals, and high-level Portfolio Backlog Items that define the capabilities and business value to be delivered * Shall develop or use existing baseline state Business, Information, Application, Technology, and Security architectural artifacts based on stakeholder assessments of the current state * Shall develop target state Business, Information, Application, Technology, and Security architectural artifacts based on strategies, principles, and policies * Shall identify gaps between Baseline and Target Architectures * Shall create an architecture definition document (or Architecture Blueprint) * Shall identify the migration strategy * May identify intermediate Architecture Roadmap Items that will deliver continuous business value, if an incremental approach is required * Shall identify reusable building blocks, which are a package of functionality designed to meet business needs across the organization + The building blocks can either be Architecture Building Blocks (ABBs) or Solution Building Blocks (SBBs), where ABBs are realized through the application of the ADM and guide the creation of SBBs; see the xref:C182[TOGAF Standard]. * Shall identify Digital Products (SBB) that realize the Target Architecture * Shall ensure that the architectural artifacts are compliant with all standards and policies, including security standards and policies * Shall ensure that the realized architecture meets the KPIs and SLAs * Shall ensure that each Architecture Blueprint addresses Portfolio Backlog Items and stakeholder concerns * Shall ensure that the output of the Enterprise Architecture functional component is used by the Product Portfolio functional component to define the Digital Products that need to be created * Shall ensure the compliance of created Digital Products to the Architecture Roadmap and Architecture Blueprint artifacts * Can receive Strategic Objective information which includes the objectives and some content based upon which the Enterprise Architecture is developed if a Strategy functional component exists * Can receive Portfolio Backlog Item information from the Portfolio Backlog functional component used to create the Architecture Roadmap and Architecture Blueprint if a Portfolio Backlog functional component exists *Data Architecture Criteria* The Enterprise Architecture functional component: * Can associate one or several Architecture Blueprints to an Architecture Roadmap Item * Shall associate a value stream to an Architecture Roadmap Item * Shall associate one or more Portfolio Backlog Items to an Architecture Roadmap Item if a Portfolio Backlog functional component exists * Shall associate one or more Strategic Objectives to a value stream if a Strategy functional component exists * Shall associate one or more Digital Products to a value stream if a Product Portfolio functional component exists * Can associate an Architecture Blueprint to one or more Digital Products /diagram/EAID_D3A0314D_41B1_411e_93ED_8F861134CC21 EAID_72CE7906_E27D_41fd_8113_DD30FC607E39 Change *Purpose* The ((Change)) functional component is responsible for controlling the lifecycle of Changes in the technology environment to make sure that Changes are captured, analyzed, assessed, and implemented in a standardized and auditable way so that the business risk is minimized through the following means: * Facilitate communication with stakeholders * Assess the risk of proposed Changes (Change Orders) and their implementation; support the impact and risk assessments to minimize the risk of production disruptions involved when rolling out Changes * Enable notification of all affected Change stakeholders and facilitate their collaboration on Change execution * The Change authority reviews the Change Orders and authorizes the valid Changes * The Change type, standard or normal, is determined based on the Change risk profile * Support the automation of Changes so that human participation is reserved for the highest value-added and most complex Change activity + For example, the Event functional component or Incident functional component may use a manual or automated Runbook to resolve well-understood issues without an active Change. These classes of pre-approved Changes may vary by company and by the criticality of service. For these pre-approved changes, it is assumed that the Change is recorded and that the Change Management process has access to that information. A typical example would be a Runbook automation script that fixes the issue. The relationship to the Actual Product Instance is maintained to allow Configuration Management to have access to Change information. * Changes initiated by the Pipeline functional component (for CI/CD) making it completely automated, with a reduced change size (iterative) and to an acceptable risk level; therefore, only log the Change details in the Change record * Change Management may automate the creation of the Change record, the risk assessment, and its approval process using data that is collected via integration to existing CI/CD pipelines to expedite the overall product deployment process while maintaining compliance * Change functional component integration with the Fulfillment Orchestration functional component to orchestrate the deployments + If a Change is low risk, it will be automatically approved, and deployed instantly. If a Change is high risk, the deployment will be delayed until the Change record is manually approved or stopped completely if a Change record is rejected. * Certain types of changes (e.g., end-user request items) are initiated from the Order functional component and may directly trigger the Fulfillment Orchestration functional component for the fulfillment of the order * Enable Change Management against a Change calendar to avoid Change collisions * Check and steer conflict resolutions between parallel planned deployments *Functional Criteria* The Change functional component: * Shall act as an authoritative system of record for all change requests * Shall manage the state and lifecycle of the Change * Shall facilitate communication with stakeholders * Shall assess the risk of proposed Changes and their implementation * Shall support the impact and risk assessments to minimize the risk of production disruptions involved when rolling out Changes * Shall identify affected Change stakeholders and send them notifications throughout the Change lifecycle * May support the automation of Change execution as much as possible * Shall maintain the relationship of the Change to the actual service to allow Configuration Management to have access to Change information * Shall facilitate with a Change calendar to avoid Change collisions * Shall manage conflicting resolutions for collateral deployments * Can receive a Change directly from the Pipeline functional component to fulfill the order initiated by the Pipeline + These Changes, initiated by the Pipeline functional component (for CI/CD), are often completely automated, with a decreased Change size (iterative) and to an acceptable risk level * Can provide Change data to the Event and/or Monitoring functional components to facilitate a root-cause analysis process in the context of the impact Changes may have * Shall associate a Fulfillment Order request with a Change record * Shall associate Change(s) to Desired Product Instance(s) * Shall classify the Change type (standard, emergency, or normal) based on the Change risk profile * Shall associate Changes with Incidents in response to Incidents that are resolved by implementing an emergency change * Shall associate Changes to the Problem in order to implement a fix to the issue that is documented by the Problem if a Problem functional component exists /diagram/EAID_56A92614_4EA4_4685_A123_4EC636E8CDC7 610 EAID_778E58FC_58F5_4bd3_AAF5_3D2A2A528B08 Usage <<< *Purpose* The ((Usage)) functional component tracks and manages the actual usage of subscribed digital services and their associated costs. *Functional Criteria* The Usage functional component: * May track actual usage of subscribed digital services by gathering service usage metrics, activity, and history for both internal and external sourced services associated with an aspect of the Desired Product Instance * Usage Records can have any unit: ** CPU usage, storage consumption, transaction numbers, etc. ** It can also be a cost number from the Resource functional component ** It can be the price a sub-supplier is reporting &#8211; a price is considered as the cost of running that component * May process and break down usage information for each Subscription, its consumers (singular, group), provider, etc. * May collect service usage metrics from the Monitoring functional component * Shall encrypt sensitive usage information or set appropriate access controls * Can generate service usage history and activity reports * May provide usage information to the Chargeback functional component, enabling usage-based chargeback (or showback) * Shall collect costs associated with sub-services if a service is further decomposed; this will be the cost reported as Chargeback Records on the sub-services and will be reported as usage back up to the next level in the service composition * Shall collect usage information from vendor invoices that represent Resources used by the service * Shall collect cost of capacity partaking in delivery of the service /diagram/EAID_E3FB007F_C31D_41bd_B79F_592486F1AE0B 650 EAID_77CC1F35_B615_4010_B8AF_FB0C9C49D7E9 Offer *Purpose* The ((Offer)) functional component aggregates all published services, delivered both internally and also from external supplier catalogs, into consumable Service Offers that the user can order through the Consumption Experience functional component. It builds and publishes the various offerings into Service Offer Catalogs for populations to consume, and to determine prices and valid options that consumers can select. It enables Service Offers to be grouped into a single Service Offer Catalog to expose them as a collection of consumable items for a given group of consumers. It ensures all required information is captured for the fulfillment (deployment/delivery) of the service from the Offer template of the Release Composition functional component. It fulfills each Service Offer through numerous underlying Offer templates as determined by this functional component. The offerings typically include the approval mechanisms needed for their fulfillment. Based on the risk profile of the service offer, it also defines whether the fulfillment is needed to be routed through the Change Management process or directly goes for the fulfillment. For example, Service Offers such as User ID creation, access rights, laptop requests, etc. may lead to creating service Request Orders and such order requests shall be directed for fulfillment without the Change Management process. However, Service Offers such as server migration, application releases, etc. may lead to creating Change Orders that go through the Change Management process. *Functional Criteria* The Offer functional component: * Shall contain all Offers available to consumers and provide this information to the Consumption Experience functional component * May create the Service Contract template and provide information to the Service Level functional component * Shall aggregate and provide a unified service catalog through the Consumption Experience functional component * Shall drive consumption through Service Offer Catalogs and help identify prices and options for selection * Shall enable the grouping of different Service Offers into a single consumption experience * Shall define whether the Service Offer be fulfilled as Request Order or Change Order /diagram/id-b365a155-eb12-4ac7-8827-8aa8a01de1cf 530 EAID_7ACBD3CC_D4F9_41e5_A3B0_104E7F74E86A Pipeline *Purpose* The ((Pipeline)) functional component orchestrates the activities needed to deliver a tested, validated, and compliant Product Release. Its purpose is to orchestrate and coordinate the tasks associated with building, verifying, testing, and deploying software changes, and the Pipeline functional component can manage different types of Pipelines, such as: * Continuous Integration or build Pipelines * Release Pipelines orchestrating the release across the different environments (such as test, acceptance, and production) A Pipeline defines an orchestration workflow consisting of several steps (jobs or tasks) and stages to be performed, including: * Execute build activities and create the Build Package (compiling and packaging) triggered by code changes * Initiate code quality checks (executed by the Test functional component) * Trigger the execution of Test Plans such as those related to unit testing, functional testing, and performance and security testing * Initiate deployments to different environments such as test, stage/acceptance, and production (via the Order functional component) * Validate the outcome of build, test, and deployment activities against agreed controls and policies The Pipeline controls the movement of code from a commit in the Source Control functional component, through its development via the different environments such as test, acceptance, and production. The Pipeline functional component triggers the Fulfillment Orchestration functional component to perform the actual deployment. A Pipeline also embeds the required controls to ensure releases are processed through the Pipeline in a secure and compliant manner. The configuration of a Pipeline should be managed as code and placed under version control. *Functional Criteria* The Pipeline functional component: * Shall ensure that the Pipeline is under version control and secured (for unauthorized changes) * May manage the Pipeline as code in the Source Control functional component * Shall associate the Pipeline to the source code repository (e.g., a merge request can initiate the Pipeline to execute build activities) * Shall manage the executions of the Pipelines (and keep track of all activities and outcomes) * Can associate the Pipeline to a Digital Product * Shall ensure that policies are embedded into the Pipeline so that security, risk, and compliance checks are executed as part of build and release activities * Shall track the progress and status of the Pipeline activities/tasks (a Pipeline consists of one or more tasks) * Shall associate a Pipeline to one or many Test Plans which are initiated as part of the Pipeline workflow * Shall register the Build Package in the Build Package functional component * Shall trigger the execution of one or more Test Plans * Shall update the status of the associated Build Package reflecting the outcome of the test activities * Shall associate the Product Release with the Pipeline (which orchestrated the creation of the release) * Shall update the status of the associated Product Release based upon the outcome of the deployment and activities across the different environments * Shall create a Change to log the planned and executed deployment of a Product Release * Shall create a Change to inform stakeholders about the (planned) Change * Shall use the Change functional component to perform a change impact assessment and determine potential conflicts (identifying potential conflicts of multiple changes) * Can use the Change functional component to schedule the actual deployment in the appropriate change window (e.g., in case a deployment results into downtime) * Shall wait for the approval of the Change functional component to continue with the workflow of the Pipeline * Shall initiate the deployment of the Product Release through the Fulfillment Orchestration functional component (e.g., to a test, acceptance, or production environment) /diagram/EAID_3CE031DE_FDF7_4911_A39A_3B75F0992758 350 EAID_7DD00E07_E69A_4d5a_967A_CF330D240093 IT Operations - Capacity Planning Capacity planning is currently not included in the D2C Value Stream; however, there is a definite relationship with the D2C Value Stream. Its impact and relationship will be reviewed in future releases. EAID_84E944B5_2B91_45f9_ACF4_D1BEFDEE685E Test *Purpose* The ((Test)) functional component plans, orchestrates, and executes tests (including reviews) that ensure the Product Release will meet stakeholder expectations, and support all the Requirements at the agreed service levels. Using the Test functional component, Defect data objects are created to be consumed by the Defect functional component. Tests Cases are designed, planned, and executed, covering both manual and automated testing. The Test functional component covers all verifications, validations, and test activities to ensure the product meets the Requirements and specifications (as part of the Product Design) including non-functional requirements and adherence to policies and standards. Issues and exceptions found during testing are recorded as Defect data objects, which are consumed by the Defect functional component. <<< Various tests are planned and executed across the different environments, including: * Unit testing * Peer reviews * Code quality testing (to verify the conformance of the code to policies and coding standards) * Performance and stress testing * User Interface (UI) testing * Functional testing * Usability testing * Security and compliance testing covering various security tests such as Static and Dynamic Application Security Testing (referred to as SAST and DAST) to validate compliance to security requirements and policies, as well as vulnerability scanning * Testing of operations functions, including backup/restore, monitoring, logging, and Runbooks (e.g., used for diagnostics and remediation) * Business process testing (testing an end-to-end business process) * Mobile testing (for the different mobile platforms) * API and integration testing * Regression testing * Continuity testing (e.g., tests the disaster recovery/continuity plan) * Monkey testing (tests the product by providing random inputs and checking the behavior) * User Acceptance Testing (UAT) * Continuity (and failover) test The Test functional component should support different test methods, including TDD in which each Product Backlog Item begins with writing a test (instead of writing a test after the code has been written). Test Cases can be created through use-cases and user stories to cover the requirements and exception conditions. *Functional Criteria* The Test functional component: * Shall maintain the test strategy and Test Plans * Shall link Test Cases to one or more Test Plans * Shall leverage the Product Backlog functional component to plan and develop Test Cases, both manual and automated tests * Shall manage the automated Test Cases in the Source Control functional component * Shall ensure traceability between tests and Requirements * Shall plan and execute tests that ensure the Product Release will support the Requirements at the agreed service levels * Shall plan and execute tests to ensure non-functional requirements are addressed * Shall create Defect data objects that are consumed by the Defect functional component * Shall log all test runs and capture the test results (including test logs) * Shall include abuse cases to be tested for the product; misuse and abuse cases describe how users could potentially misuse or exploit the weaknesses of controls in software features * Shall execute tests such as: ** Unit tests ** Code quality scanning ** Functionality tests ** Security tests (static and dynamic application security and infrastructure security testing) ** Vulnerability scanning ** Penetration tests ** Performance and stress tests ** Business process tests ** Regression tests ** Integration tests * Shall create Defects found during testing which are consumed by the Defect functional component * Shall define and manage representative test data for all data sets needed to execute the Test Cases * Shall provide test execution reports per tested Requirements and/or Product Backlog Items * Shall track all executed Test Cases (as part of a Product Release) * Shall test operations activities as well, such as monitoring, request fulfillment, etc. * Shall be the system of record (authoritative source) for all Test Cases (and associated test data) * Shall manage the lifecycle of Test Cases * Shall calculate test coverage of a new Build Package and Product Release * Shall measure and report upon code quality and compliance to coding standards * Shall scan all builds against potential vulnerabilities (e.g., third-party libraries and open-source components) * Shall create automated test scripts, including unit testing and scripts for security testing that follow a formal software security assurance methodology * Shall run security tests on core code to identify existing security issues at the start of the development cycle so that the assessment of scope/requirements set/scheduled can be scheduled early for existing services that are undergoing change *Data Architecture Criteria* The Test functional component: * Shall allow recursive relationships between Test Cases * Shall manage the automated Test Cases in the Source Control functional component (as Source) * Shall associate one or more Test Cases to one or more Test Plans * Shall allow the execution of Test Plans to be triggered by a Pipeline (if a Pipeline functional component exists) * Shall associate one or more Test Cases to a Build Package (e.g., perform security and vulnerability scanning) * Shall associate a Requirement to one or more Test Cases that validates this Requirement if a Requirement functional component exists * Shall associate a Test Case to one or more Product Backlog Items (e.g., features and users stories) * Shall associate a Test Case to one or more Defects that result from this Test if a Defect functional component exists * Shall associate a Test Case to one or more Product Backlog Items * Can associate a Test Case to one or more Sources from the Source Control functional component that result for code quality tests or peer reviews * Shall provide Defect information to the Defect functional component if a Defect functional component exists * Shall log and securely store all test runs and test results of Test Case execution /diagram/EAID_EA571C73_4AA9_4eb9_A615_97F4CAD04E92 410 EAID_87B9F4D5_5196_43db_B8B2_7D1361583AAC Proposal *Purpose* The ((Proposal)) functional component manage proposals to fund the implementation of a package of one of more Portfolio Backlog Items. Each package is described as a Scope Agreement. The Proposal functional component manages these Scope Agreements in various states: proposed, approved, active, deferred, or rejected. It can create views of Scope Agreements for specific functions, company-wide or for a line of business, such as for building an investment plan of record or for comparison of proposals. The Proposal functional component interoperates and maintains alignment with the Portfolio Backlog, Product Portfolio, and Investment functional components. It supports and may automate evaluation of the feasibility and resources needs for each Scope Agreement. This evaluation includes refinement and rationalization of cost and resource estimates held in any associated Portfolio Backlog Items. The Proposal functional component maintains approved Scope Agreement data objects over the life of all associated Digital Products. It retains unapproved Scope Agreement records according to the organization’s data management and retention rules. <<< *Functional Criteria* The Proposal functional component: * Shall analyze and refine Proposals consisting of rationalized Portfolio Backlog Items and associated funding, create a Scope Agreement representing approved Proposals, and manage the portfolio of all Proposals and Scope Agreements in the data object repository A Scope Agreement: * May follow an expedited analysis and approval for high-priority urgent items or Agile development proposals * May follow a structured analysis and approval; for instance, via annual planning activities A Scope Agreement following an expedited analysis and approval: * Shall create a proposal from a rationalized Portfolio Backlog Item where the item requires high urgency due to business impact on an existing service/Digital Product * Shall allow a quick evaluation of the proposal and a decision on its approval; and if rejected, will then notify the Portfolio Backlog functional component * Shall create an updated Scope Agreement and update the corresponding in-flight Product Backlog Item data object for all activities associated with a newly approved demand Scope Agreements following a structured analysis and approval: * Shall create proposals from rationalized Portfolio Backlog Items in the Portfolio Backlog Item data object repository + Rationalized items are grouped based on priority and themes for a proposal creation purpose. Not all rationalized items will be grouped within proposals as a priority and a cut-off must be decided. * May periodically produce proposals throughout the year or once per planning period * Shall create a high-level labor consumption model for a proposal (for example, one project manager, five developers, and two quality assurers for the proposal) based on labor estimates + If a Resource Management Offer exists in the Offer catalog, then the Proposal functional component shall receive the resource price from the mentioned Offer and validate the labor consumption model against available internal and external labor pools. * Shall create a high-level asset (non-labor) consumption model for a proposal based on asset estimates + If an Asset Management Offer exists, then the Proposal functional component shall receive the asset price from the mentioned Offer. * Should validate the asset consumption model against available internal and external assets; for example, traditional/private cloud/managed cloud/public cloud * Should model the ongoing labor and non-labor budget for annual and future operations * May define tangible and intangible benefits for each proposal + Tangible benefits may be cost savings or revenue growth, whereas intangible benefits may be strategic initiative support, competitive advantage, or compliance achieved. Work with a finance organization to validate tangible benefits can involve utilizing industry-specific methods of measuring the value of business processes and estimating the impact of the proposal on performance metrics. These planned benefits will characterize the anticipated business value. * Shall ensure the proposal meets the technology policies * Should rank proposals based on benefits and risks, labor and non-labor consumption models, ROI, or other defined evaluation criteria * May build proposal portfolio scenarios using proposals, conduct “what if” analysis on the proposal scenarios, and approve the optimal proposal scenario and its proposals * Shall send proposed investments to the Investment functional component for scoping and investment decisions * Shall update Scope Agreement(s) to compare approved baseline and actual resulting benefits derived from completing the Digital Product delivery, thus comparing planned with actual delivery In addition, the Proposal functional component: * Shall review the Scope Agreement change request from the Integrate value stream + The Digital Product team working to deliver the approved Scope Agreement may ask for change requests related to budget, resource, timeline, or scope, and may evaluate the change request and take action to update the existing Scope Agreement. * Shall consider the Product Portfolio as the authoritative source for the list of deliverables or services that will be rendered during a product lifecycle * May create Product Portfolio views for specific organizations such as a line of business portfolio or functions like financial views; the Product Portfolio is used for rationalizing and tracking resources across Product teams to best deliver on all products * Should actuate the Product Portfolio entries through a Project Management system + The Product Portfolio functional component shall report back to the Investment functional component in order to accurately track progress and outcomes for a given Scope Agreement. * Shall identify the security controls necessary for protecting the various classifications of data /diagram/EAID_C13634D3_4FCB_4959_9C23_C306BF523361 220 EAID_89C9E9C2_90A5_4076_9F70_148597947CFD Monitoring *Purpose* The ((Monitoring)) functional component is in charge of creating, running, and managing monitors which measure all aspects/layers of a service such as infrastructure (system and network), application, and security. It is also used to monitor aspects of service usage and Service Contracts. The results of monitoring are often captured in logs which can be referenced by other components. The collected data may trigger an Event. Monitoring can perform anomaly detection or detect certain patterns to predictively detect issues. It is in charge of storing all measurement results and calculating compound measurements. ML and AI can be used to collect operational data used to predict certain service conditions or service degradation. The creation of the monitor definitions are done earlier in the product lifecycle in the Integrate value stream and are delivered to the Monitoring functional component by the Fulfillment Orchestration functional component. The Monitoring functional component also provides feedback on all aspects of the Digital Product and passes that information to the Evaluate, Explore, and Integrate value streams. *Functional Criteria* The Monitoring functional component: * Shall be the system of record for all Service Monitors * Shall monitor all aspects of an Actual Product Instance * Shall store all of the results of the measurements being made on the Actual Product Instance * Shall calculate the results of compound Service Monitors from one or more simple measurements * Shall manage the lifecycle of the Service Monitor * Shall create, run, and manage monitors that measure all aspects/layers of an Actual Product Instance, including: ** Shall monitor infrastructure (system and network) ** Shall monitor applications ** Shall monitor security ** Shall monitor Product Instances ** May monitor customer experience ** May monitor service-level attainment or breach for the Service Level functional component ** May monitor usage for the Usage functional component ** May monitor service status for the Consumption Experience functional component * May receive Service Monitor definitions from the Fulfillment Orchestration functional component *Data Architecture Criteria* The Monitoring functional component: * Shall create an association between the Service Monitor data object and the related Actual Product Instance(s) data objects * Shall initiate the creation of an Event data object and associate it to the initiating Service Monitor data object /diagram/EAID_184BC49E_9B32_43d6_A3CA_9F9DE316C122 820 EAID_8BDB8947_C41F_49ad_902F_0AE7A0D8DC66 Problem <<< *Purpose* The ((Problem)) functional component is responsible for managing the lifecycle of all Problems. The objectives are to solve severe/repeating Incidents, prevent Incidents from happening, and minimize the impact of Incidents that cannot be prevented. The cause of the Problem is not usually known at the time of the Problem data object instance creation, and the Problem functional component is responsible for investigating. It also serves as the main exit point from the Operate value stream for the feedback information to the Evaluate, Explore, and Integrate value streams in the form of Portfolio Backlog Items. *Functional Criteria* The Problem functional component: * Shall be the system of record for all Problem records * Shall manage the state and lifecycle of the Problem * Shall receive Incident information to create a Problem from the Incident functional component when additional diagnostics and root cause need to be determined * Shall send Change information to the Change functional component associated to a Problem in order to implement a fix to the issue that is documented * Shall push Problem data requiring emergency/specific development to the Defect functional component * May send Problems to the Portfolio Backlog functional component to initiate corrective actions * May send known error (Knowledge Item) information to the Knowledge functional component * May push Problem data to the Diagnostics & Remediation functional component to trigger the execution of a Runbook data object (either automated or manual) to provide diagnostics information or remediation steps *Data Architecture Criteria* The Problem functional component: * Shall associate a Problem(s) data object to the Actual Product Instance(s) data object affected by the Problem * Shall associate an Incident data object to the corresponding Problem data object in order to continue the investigation around the Incident reported within the Problem lifecycle * Shall associate a Problem data object with a Knowledge Item data object when a known error is identified * Shall associate a Problem data object with the Change data object used to implement the remediation of the Problem * Shall associate a Problem data object to a Portfolio Backlog Item data object in order for the permanent resolution to be included in a future Product Release * Shall associate a Problem data object to the Defect data object in the situation where an emergency or hot fix is required to be delivered immediately /diagram/EAID_4C8BB372_7E5C_42ae_90E4_F73A54A330E6 730 EAID_93A6C961_EFAA_4cc3_8324_80C8923FE1F6 Order *Purpose* The ((Order)) functional component rationalizes, breaks down, and routes “clean order” requests (ready for fulfillment) to appropriate Fulfillment Orchestration functional components in order to deliver services to consumers. This may involve breaking down a single order/request into multiple Fulfillment Orders/requests. It ensures appropriate fulfillment-related Subscription information is kept up-to-date, such as approval/rejections, modifications, cancelations, and so on. It enables the recording of patterns of service consumption that can be used to shape demand for new and/or improved services. The fulfillment status is tracked and completion notifications from the fulfillment channel(s) are received. Consumers will be able to receive status updates at the Subscription level. The Order functional component can receive the order from three different channels: * *Consumer-initiated* &#8211; the consumer may initiate a new Order using consumption experience communication channels such as chatbot, web application, or mobile applications * *Machine-initiated* &#8211; a machine (such as an API) can directly trigger an Order request to the Order functional component; for instance, provisioning of a new Virtual Machine (VM), provisioning for a user Id, allocating a software license, etc. * *Pipeline-initiated* &#8211; in this case, the Pipeline functional component will directly engage the Order functional component to order resources for the upkeep and running of the pipeline; for example, deploying a test instance infrastructure, deploying a test code, etc. *Functional Criteria* The Order functional component: * Shall provide information to the consumer on the fulfillment status * Shall provide Subscription information for the creation of the associated Chargeback Contract * Shall confirm that consumer access to the catalog items data are in line with defined entitlements and attached to user identities * Shall provide information on Order delivery times for SLA measurements * Shall break down the composite Order into the individual orders/requests that need to be fulfilled * Shall send the bound Offer template information from the Product Release package to the Change functional component in order to create the Change needed to deliver the Order fulfillment * Shall rationalize, break down, and route “clean order” requests (ready for fulfillment) to appropriate fulfillment orchestrators or providers in order to deliver services to consumers * Shall ensure the fulfillment-related subscription data is updated * Shall identify service consumption trends for effective demand analysis * Shall break the service order down into the appropriate fulfillment change request(s) and provide these to the Fulfillment Orchestration functional component via the Change functional component and create the Subscriptions for these services upon their successful fulfillment * Shall create a traceability for fulfillments through the fulfillment channel(s) * Should send the instances of the Service Contracts to the Service Level functional component if a Service Level functional component exists /diagram/EAID_6940EE6D_6E46_4cf4_B37B_B2A6B49E9B8B 540 EAID_99A62BB2_341E_4340_AEB8_04B19CF4133F Requirement <<< *Purpose* The ((Requirement)) functional component manages the Requirements of a product throughout its lifecycle. Requirements are associated with the Product Backlog Items managed in the Product Backlog. The Product Backlog manages all epics, features, and stories, which are short-lived, and closed once completed, while the Requirements are long-lived and provide the definitive specifications of the product. This definitive list of Requirements is also used for regression testing. NOTE: The Requirement functional component also tracks non-functional requirements, such as those related to security, risk, privacy, and compliance. These non-functional requirements are derived from the Policy functional component and are selected based upon the outcome of risk assessments such as a Security Impact Assessment (SIA) and Data Privacy Impact Assessment (DPIA). The relevant security and compliance Requirements should be added to the Requirement functional component. These Requirements are then linked to the Product Design, Product Backlog Items, and associated Test Cases. This ensures the product is designed according to the agreed Policies and enables full traceability on the compliance of the product against defined Policies and controls. The Requirement functional component manages all the Requirements (both functional and non-functional requirements) for the different stakeholders such as those related to: * Business requirements * Security requirements (derived from Policies) * Requirements derived from SLOs such as those related to availability, performance, and capacity (to define the expected performance of the product) * Legal, regulatory, and compliance requirements (such as those related to data privacy) * Data management requirements * Business continuity/disaster recovery requirements (related to business and service continuity) * Architectural requirements * User experience requirements (such as those related to ((Experience-Level Agreements))(XLAs) * Operations requirements (such as those related to monitoring and logging) All Requirements need to be collected, refined, scoped, and have their progress tracked across the full development lifecycle. *Functional Criteria* The Requirement functional component: * Shall be the system of record (authoritative source) for all Requirements * Shall manage the lifecycle of the Requirements * Shall manage the state of a Requirement * Shall track all changes to Requirements * Shall manage Requirements through the lifecycle of a product * Shall capture service level Requirements such as those related to availability, reliability, and performance * Shall capture Requirements related to user experience (such as those related to user experience design, usability, etc.) * Shall capture Requirements related to security, risk, privacy, and compliance (for example, those derived from risk assessments and policies), and shall ensure that these Requirements can be traced back to originated Policies and associated legal and regulatory frameworks * Shall capture Requirements related to data management, such as those related to data integrity * Shall capture Requirements related to monitoring and logging (ensuring the deployed product can be monitored) * Shall collect, refine, scope, and track the progress of Requirements linked to the Product Backlog Items * Shall maintain traceability of each Requirement to the original Source (Product Backlog Item, a Policy, and/or requestor) and to the appropriate Source and/or Test Cases throughout the product lifecycle * Can manage the data flow to provide Requirement information to the Product Design functional component if a Product Design functional component exists * Shall allow a Requirement to be traced to one or more Test Cases designed to test the Requirement if a Test functional component exists * Shall allow one or more Requirements to be associated to one or more Policies that these Requirements originate from if a Policy functional component exists * May relate Requirements to specific stakeholders and personas * Shall rank Requirements to define the importance of each of the Requirements (e.g., must have, should have, could have, etc.) * May link Requirements to Portfolio Backlog Items (e.g., defining the high level requirements related to portfolio epics) *Data Architecture Criteria* The Requirement functional component: * Shall allow recursive relationships between Requirements * Shall allow hierarchical relationships between Requirements * Shall associate Requirements to one or more Test Cases to validate whether the Requirements have been fulfilled * Can have one or more Defects associated with the Requirements * Can associate Requirements to Policies from which the Requirements are derived (e.g., security requirements derived from security policies) * Shall associate one or more Requirements to a Product Design if a Product Design functional component exists * Can associate one or more Requirements to a Portfolio Backlog Item if a Portfolio Backlog functional component exists * Shall associate one or more Requirements to a Product Backlog Item by which these Requirements are realized (e.g., a feature or user story in the Product Backlog) /diagram/EAID_168DEA01_781C_45e8_847A_F23B668B0EED 320 EAID_A608EF4A_8F88_4634_A585_BF51C29081CF Product Backlog *Purpose* The ((Product Backlog)) functional component manages the creation of, and provides the ongoing execution, oversight, and management of all work items (Product Backlog items) involved in the creation, modification, or improvement of a Digital Product throughout its entire lifecycle, delivered through Product Releases. Product Backlog functional component manages the lifecycle of Product Backlog Items including organization of Product Backlog Items into prioritized and rationalized team backlogs. It maintains the linkage / traceability from Portfolio Backlog Items to Requirements and Product Releases. It aggregates, tracks, and reports status, resources consumed against the plan (e.g., project, iteration or sprint plan), and communicates these to stakeholders. <<< The Product Backlog functional component also receives Defects from the Defect functional component to enable the development of fixes and/or temporary workarounds. *Functional Criteria* The Product Backlog functional component: * Shall be the system of record (authoritative source) for all Product Backlog Items for a specific Digital Product * Shall define standard types of Product Backlog Items such as product epics, product features, and user stories * Shall include security, risk, and compliance Product Backlog Items to ensure security and risk management stories are fully embedded into each Product Release * Shall have the ability to organize Product Backlog Items into groups associated with a specific Digital Product or implementation team. * Shall prioritize each of the Product Backlog Items * Shall define the value for the customer of each Product Backlog Item * Shall have the ability to capture and maintain the size and effort of each Product Backlog Item * Can have associated requirements, including non-functional requirements * Shall define acceptance criteria for each Product Backlog Item * Shall define the “Definition of Done” for each Product Backlog Item The Definition of Done is an agreed set of criteria that must be completed before a Product Backlog Item can be considered as “done.” This may include administrative tasks not directly related to acceptance criteria. * Shall have the ability to calculate the business impact and cost of delay for each Product Backlog Item * Shall have the ability to record risks associated with Product Backlog Items * Shall manage the lifecycle and status of the Product Backlog Items * Shall coordinate the planning (e.g., sprint plans) of Product Backlog Items and provide ongoing execution oversight of Product Backlog Items * Shall aggregate, track, and report status, resources consumed against the plans, or burn down charts, and communicate these to stakeholders such as Financial Management * May integrate with the Collaboration & Communication functional component to engage with different stakeholders during design, development, deploy, and test management activities * Shall maintain traceability between Product Backlog Items and associated products and service(s) being developed * Can relate a Product Backlog Item to a Portfolio Backlog Item * Can decompose Product Backlog Items into sub-Product Backlog items (e.g., features with related user stories) * Can use different methods or practices to manage and visualize the backlog items such as Scrum, Kanban, or traditional Project Management methodologies * Shall maintain the linkage/traceability from Portfolio Backlog Items to actual realization in Product Releases *Data Architecture Criteria* The Product Backlog functional component: * Shall associate a Product Backlog Item to a Digital Product * Shall relate a Product Backlog to a Product Manager and one or more teams * Shall associate the Product Backlog Item with Portfolio Backlog Items * Shall allow recursive relationships between Product Backlog Items * Shall allow the decomposition of a Product Backlog into one or more sub-products or components each having their own backlog * Shall associate a Product Backlog Item to a Product Release * Shall associate a Product Backlog Item to one or more Requirements (if a Requirement functional component exists) * May associate a Product Backlog Item (for example, a product epic or product feature) with a Budget Item in the Financial Management supporting capability * Shall associated source code commits/updates with a Product Backlog Item (for traceability) * Can associate a Product Backlog Item to one or more Test Cases (if a Test functional component exists) * Can associate a Product Backlog Item to a Defect (if a Defect functional component exists) * Can associate a Product Backlog Item to a Product Design (if a Product Design functional component exists) /diagram/EAID_748C0139_E2B2_45e1_AD28_6CE5E65C0CD1 310 EAID_ABE8C536_0CD4_4907_80D2_37788BFA5AD3 Source Control <<< *Purpose* The ((Source Control)) functional component manages all the source code (and tracks all changes to the source) for a Digital Product. It is the system of record for all sources and configuration changes which fall under version control. The Source Control functional component ensures that access and updates to the source code are securely controlled. In this context, "`Source`" also includes code that captures changes and configurations made to package-based software and SaaS applications; for example, configuring or customizing standard packages such as modifying business rules and workflows, configuring APIs, database configuration, etc. The Source Control functional component additionally manages the source code related to infrastructure (referred to as infrastructure as code). Since all modifications in the source code repository are under change and version control, any source code changes need to be traced back to associated Product Backlog Items. As part of product development, various other automation routines are created such as test scripts, deployment templates, or workflows and monitors (e.g., monitoring as code). These automation scripts are also maintained by the Source Control functional component. *Functional Criteria* The Source Control functional component: * Shall be the system of record (authoritative source) for all Sources * Shall associate the source code repository to the Digital Product (owning the Source) * Shall implement the necessary security controls to protect and manage access to source code * Shall manage the lifecycle of the Source * Shall ensure Source updates are traced back to one or more Product Backlog Items (they understand the origin of changes) * Shall allow and promote the reuse of code between products and teams * Shall cover all source codes including infrastructure as code, as well as source code for automated Test Cases, monitoring (monitoring as code), etc. * Can integrate with external sources such as open-source libraries and third-party vendor repositories * Shall integrate with collaboration and communication tools to inform relevant stakeholders of Source updates * Shall allow for peer reviews of source code changes/commits * Shall allow analytics and statistics of source code changes over time * Shall allow the ability to compare Source updates/changes (between the different branches and versions) * Shall verify source code quality and conformance to coding and security standards and policies (using Test functional components such as Code Quality Scanning) * Shall analyze the code (including all related open-source/third-party source codes) for security issues, vulnerabilities, and risks * Shall code or configure Test Cases as part of product development (linked to the Test functional component); automated test scripts are maintained in the Source Control functional component as well * Shall integrate with code editors to perform the creation and/or updates of source codes *Data Architecture Criteria* The Source Control functional component: * Shall allow creation of different repositories to manage the Source for the different Digital Products (and components) * Shall allow recursive relationships between Source * Shall allow hierarchical relationships between Source * Shall associate Test Cases to source code (for example, related to unit testing and code quality scanning) * Shall associate Source to a Digital Product (a source code repository is owned by one product); however, source code can be reused by other products * Shall associate Source updates (code commits) to Product Backlog Items * Shall associate one or many Build Packages to the related Source if a Build Package functional component exists * Shall associate Source to Product Backlog Items (tracing back why the Source has been created/modified) /diagram/EAID_08B37A82_5FE6_4c69_8995_597440EDDDBF 340 EAID_BC2403EA_BFE5_4937_8710_705B8E03F62C Event <<< *Purpose* The ((Event)) functional component manages Events through the Event lifecycle for Events that occur on any digital service. The Event lifecycle includes but is not limited to detecting, categorizing, filtering, analyzing, correlating, logging, prioritizing, and closing Events. During the Event lifecycle, some categories of Events can serve as initiators of alerts and/or Incidents, and for diagnostics and remediation activities. *Functional Criteria* The Event functional component: * Shall be the system of record for all Events * Shall manage the state and lifecycle of Events * Shall manage the correlation between Events * Shall categorize Event data * Shall receive Event information from Service Monitors from the Monitoring functional component * Shall forward Events categorized as Incidents to the Incident functional component * May initiate a Change based on Event data in the Change functional component (e.g., trigger for capacity increase) * May send automated remediation (Runbook) to the Diagnostics & Remediation functional component *Data Architecture Criteria* The Event functional component: * Shall create an association between the Event data object and the related Actual Product Instance(s) data object * Shall create an association between the Event data object and the related Incident(s) data object * Shall create an association between the Service Monitor data object and the Event data object /diagram/EAID_2BF34967_A216_43ee_B3AC_A7FF82FF97F5 830 EAID_CD38CE2E_6DB3_4032_9E86_EE7B6EC42234 Incident *Purpose* The ((Incident)) functional component facilitates normal service operations restoration as quickly as possible and minimizes the impact on business operations, thus optimizing service quality and availability. Service restoration can be facilitated through the following means: * In partnership with the Monitoring functional component, filter end-user Interactions and determine which ones should be associated with Incidents * Detect Incidents, investigate the impacts across all domains (server, network, security, etc.), and determine the correct action to take * Initiate Change and/or remediation activity for some categories of Incidents An Incident is defined as an unplanned interruption to a service or a reduction in the quality of a service as defined within the Service Contract related to the Actual Product Instance and underlying systems. Failure of a CI that has not yet affected a service is also an Incident; for example, failure of one disk from a mirror set. *Functional Criteria* The Incident functional component: * Shall be the system of record for all Incidents * Shall manage the state escalation paths and general lifecycle of the Incident * Shall allow an Incident to be initiated from an Event * Shall create an Incident when an Interaction cannot be associated with an existing Incident because it requires additional clarification, diagnostics, or support actions * Shall create a Problem record when the Incident is severe, requires further deep investigation, or is repeating * May trigger the execution of a Runbook (either automated or manual) to provide diagnostics information or remediation steps * May trigger the creation of an emergency Change in order to implement a fix to the Incident * May provide business measurements of Incident data to the Service Level functional component * May receive knowledge from the Knowledge functional component to help diagnose or resolve an Incident *Data Architecture Criteria* The Incident functional component: * Shall create an association between the Incident data object and the related Actual Product Instance(s) data object experiencing a service break * Shall create an association between the causing Event data object and Incident data object * Shall create an association between the Incident data object and Problem data object requiring further diagnostics for a permanent or long-term resolution * Shall create an association between the Incident data object and a Knowledge Item data object /diagram/EAID_4223BA8C_64F5_42bd_A13E_313CCD1CA3D1 720 EAID_D60050B8_AED5_457b_83E8_D8F03908B517 Configuration *Purpose* The ((Configuration)) functional component is focused on tracking the inventories of Actual Product Instances and the associated relationships of the underlying systems for the specific Digital Product. The Actual Product Instance represents the entire stack of resources and CIs including integrations and dependencies. In addition, this functional component tracks the relationship of an Actual Product Instance to other Digital Products &#8211; the Actual Product Instances needed to function, and the relationships between the underlying systems. Its purpose is to identify, control, record, report, audit, and verify service items; including versions, constituent components, their attributes, and relationships. *Functional Criteria* The Configuration functional component: * Shall be the system of record for all Actual Product Instances and their associated relationships * Shall manage the lifecycle of the Actual Product Instance * Shall create Actual Product Instance(s) and underlying system(s) based on the Desired Product Instance in the Fulfillment Orchestration functional component * Shall serve as the data store for the realization of the service in the production environment * Shall calculate and provide the change impact based on the proposed Change and the Actual Product Instance relationships * Shall calculate and provide the business impact of the Incident to help in the prioritization process * Shall calculate and provide the business impact of the Event to help in the prioritization process * May be populated by service discovery *Data Architecture Criteria* The Configuration functional component: * Shall allow hierarchical relationships between Actual Product Instance data objects * Shall associate a Runbook data object with the Actual Product Instance data object against which the Runbook is associated * Shall associate an Actual Product Instance data object with a Change data object * Shall associate the Actual Product Instance data object with the Problem data object against which the Problem is associated * Shall associate the Actual Product Instance data object with the Incident data object with which the Incident is associated * Shall calculate and provide the business impact of the Incident data object to help in the prioritization process * Shall associate the Actual Product Instance data object with the Event data object with which the change is associated * Shall associate the Actual Product Instance data object with the Service Monitor data object with which the change is associated /diagram/EAID_E0F22F17_3A51_4114_A122_4563E599ABD8 810 EAID_DBA6E2F8_B0DB_41ac_83C5_A86B9845C7C3 IT Operations - Availability Availability Management, although not represented in the D2C Value Stream, is recognized as adding value to the D2C Value Stream. It will be reviewed in future releases. EAID_E9FFC4B5_FDD2_466b_ACE6_022B3192818C Portfolio Backlog *Purpose* The ((Portfolio Backlog)) functional component provides for the lifecycle management and visibility of the Portfolio Backlog Items as grouped into collections of work and prioritized. *Functional Criteria* The Portfolio Backlog functional component: * Shall provide for the transparency of proposed, accepted, rejected, and prioritized Portfolio Backlog Items * Shall execute the processes necessary for reviewing, accepting, creating, prioritizing, updating, and closing Portfolio Backlog Items *Data Architecture Criteria* /diagram/EAID_74C526D9_85DE_414c_8730_CA281D919235 210 EAID_F0C55FA3_30DC_44c0_B5DA_5BC533E5FEA3 Release Composition *Purpose* The ((Release Composition)) functional component manages the Product Release and creates the associated Product Release Blueprint for delivering new or changed products to the Fulfillment functional component. The Fulfillment functional component uses the Product Release Blueprint to deploy and configure an instance of a Digital Product; for example, an instance used for testing, staging, or production. To ensure that the release can be operated and supported as part of digital operations enablement, the creation of monitors, Service Offers, Knowledge Items, backup/restore procedures, etc. for the product also form part of this component. The Product Release should include all components and artifacts to be delivered as part of a release, such as: * Build Packages used to create the Product Release Blueprint (from the Build Package functional component), which is consumed by the Fulfillment functional component * Definitions (and templates) for the new or modified Service Offers with associated request fulfillment automation logic * Monitor definitions (to be consumed by the Monitoring functional component) to ensure the new Product Release can be monitored * Test results (and full Log of executed tests) from the Test functional component * Outstanding Defects from the Defect functional component (as input for Knowledge Management to capture known errors) * Definitions of the underlying infrastructures and platforms; e.g., infrastructure as code (and associated parameters) * Release notes, as well as new or modified Knowledge Items and associated user guides/support information *Functional Criteria* The Release Composition functional component: * Shall be the system of record (authoritative source) for all Product Releases * Shall be the system of record for all Product Release Blueprints * Shall create the Product Release and the associated Product Release Blueprint used by the Fulfillment functional component to create an instance (or deployment) of the Digital Product that, for example, will be utilized by the Test functional component * Shall manage the Product Release and Product Release Blueprints for delivering new or changed services to the Fulfillment functional component to facilitate a smooth transition to digital operations * Shall include the templates for the associated Service Offers (as part of the Product Release Blueprint) * Shall include the templates and definitions for the configuration of Service Monitors executed by the Monitoring functional component (monitoring as code) *Data Architecture Criteria* The Release Composition functional component: * Shall associate a Product Release to a Digital Product (via Product Design) * Shall allow a recursive relationship between Product Releases * Shall associate a Product Release to a Product Release Blueprint * Shall associate one or more Product Backlog Items to a Product Release * Shall associate one Product Design to one or more Product Releases which are designed to deliver this Product Design if a Product Design functional component exists * Shall associate one Product Release with one or more Requirements if a Requirement functional component exists * Shall associate one Product Release with one or more Test Cases if a Test functional component exists * Can receive test-related information that should be included in the Product Release Blueprint from the Test functional component if a Test functional component exists * Shall associate the Product Release Blueprints to one or more Build Packages if a Build Package functional component exists * Can receive one or more Build Packages that should be included in the Product Release Blueprint if a Build Package functional component exists * Can provide Service Contract information for creating a Service Contract if a Service Level functional component exists * Shall associate one or more Product Releases to one or more Service Contracts if a Service Level functional component exists * Can provide information required for service instantiation to the Fulfillment functional component if a Fulfillment functional component exists * Shall associate a Product Release Blueprint to one or more Desired Product Instances if a Fulfillment functional component exists * Shall associate a Product Release to one or more Changes if a Change functional component exists * Can provide information required for creating or updating one or more Service Offers to the Offer functional component if an Offer functional component exists * Shall associate one or more Product Releases to one or more Defects if a Defect functional component exists * Can receive Defect-related information that should be included in the Product Release Blueprint if a Defect functional component exists * Shall receive the development spend from the Financial Management functional component and pass it to the Product Portfolio functional component if a Product Portfolio functional component exists /diagram/EAID_FDD61536_BBF5_43e3_AD2D_06D078DDEAA1 370 EAID_F62A370C_AF70_4a0f_A401_5A30E95FB0EF Knowledge *Purpose* The Knowledge functional component includes searchable content which can take on multiple formats; for example, general knowledge documents including how to, technical guidance, frequently asked questions, known errors, webinars, videos, training materials, or other information to be managed. The Knowledge functional component contains known errors which describe a known condition/issue which exists for a Product Instance. This functional component increases the contribution to knowledge by providing all users with the ability to generate new content. It improves the accessibility of knowledge in the organization by: * Supporting key word search capabilities * Providing filter capabilities based on various attributes of the Knowledge functional component, such as subject category, time range, source types (internal _versus_ external), etc. * Supporting natural language queries to reduce the complexity of finding relevant information * Providing users with access to third-party knowledge and forums * Providing natural language processing analytics so, for example, “trending topics” can be reported from service desk interactions * Reducing the number of requests for information/knowledge that arrive at the service desk + Service consumers and staff consume third-party knowledge through the same experience as the formal and informal forms of knowledge the company provides. *Functional Criteria* The ((Knowledge)) functional component: * Shall be the system of record for all Knowledge Item records * Shall manage the state and lifecycle of the Knowledge Item * Shall receive known error information from the Problem to create a Knowledge Item * Shall provide functionality to enable the service consumers and staff to rank Knowledge Items, thus improving future knowledge consumption * Shall provide knowledge in the form of content that helps to address the needs of both service consumers and digital operations * Shall increase the contribution to knowledge by providing all users with the ability to generate new content * Shall provide knowledge to digital operations as part of the diagnostics and remediation activities * Shall reduce the number of requests for information/knowledge that arrive at the service desk through self-service * May aggregate multiple (internal and external) Knowledge Item sources * May include searchable content which can be structured IT/supplier-produced articles * May share knowledge with consumers via the Consumption Experience engagement portal * May improve accessibility of knowledge in the organization by: ** Supporting key word search capabilities ** Providing filter capabilities based on various attributes of the Knowledge functional component, such as subject category, time range, source types (internal _versus_ external), etc. ** Supporting natural language queries to reduce the complexity of finding relevant information ** Providing users with access to third-party knowledge and forums ** Providing natural language processing analytics so, for example, “trending topics” can be reported from service desk interactions * May allow service consumers and staff to consume third-party knowledge through the same experience as the formal and informal forms of knowledge the company provides *Data Architecture Criteria* The Knowledge functional component: * Shall associate Knowledge Item(s) to Problem data object(s) when a known error is identified for a specific Problem * Shall associate Knowledge Item(s) with the Incident data object when Knowledge is used to diagnose or 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Specialist id-092c9ac0-dcf6-4b1b-a61a-e0a8d45449aa Business Stakeholder id-0ecc9e8b-17f3-4016-8601-ffd06cbb5a6f Catalog Manager id-13829820-149f-499d-8eef-e7bfeebc0354 Product Portfolio Manager id-1cb25465-007a-4069-bfea-aea8348c5343 Test Specialist id-1cfe0797-30ee-4f26-b3c8-a8906cec3c2c Compliance Manager Business Analyst Consumer id-24161176-0464-4dbb-9517-12bf608586a4 Product Architect Data Protection Officer Product Manager id-444554df-b172-46a0-b6a0-f4ba969b772f Release & Deployment Manager Enterprise Architect id-6335693c-127e-41e1-adae-02b5d7fb8257 Security Analyst Operations Manager id-91c4fde3-0f5f-4fd5-843b-dbc2b561f1bf External Stakeholder id-a42d861f-c92d-4624-8b9c-0f57507d3a39 Development Team id-a91c1976-2fa1-4025-bcc1-d9e83f1afb73 Scrum Master Service Desk Agent Chief Security Officer Risk Analyst Security Architect Security Officer Vendor Manager Require-ment id-8e79b09f-3416-4507-815a-bec57b3df6f8 Compare services and applications for rationalization The Service Portfolio functional component: Shall compare similar services or applications to identify rationalization opportunities. EAID_0032109A_8650_484e_B6F8_D4827C8AEC0A Provide business measurements The Incident functional component: Can provide business measurements of Incident data if a Service Level functional component exists. EAID_00875B00_2B89_4275_91AD_7315D6E3B248 Traceability through the Requirement functional component The Service Design functional component: Shall ensure traceability is done through the Requirement functional component. EAID_00CAC280_E2E7_4ca6_97DF_189FD7C6871F Send charge acceptance The Project functional component: May send charge acceptance to the Chargeback/Showback functional component if a Chargeback/Showback functional component exists. EAID_01230F9E_2166_4912_A212_B3F6C9624D16 Report back to investment portfolio The Proposal functional component: The project portfolio shall report back to the investment portfolio in order to accurately track progress and outcomes for a given Scope Agreement. EAID_015B7B7D_EB7E_4982_91CF_A112CF375AFD System of record (authoritative source) for all Builds. The Build functional component: Shall be the system of record (authoritative source) for all Builds. EAID_0196E3B3_CC3F_4b60_82D9_51C45325DF5C Receive Requirement information The Service Design functional component: Can receive Requirement information from the Requirement functional component used to design the Product Design and create design specifications if a Requirement functional component exists. EAID_03392B1E_D607_4570_9889_7CB00990B45A Associate a Build Package to a service. The Build Package functional component: Shall associate a Build Package to a service. EAID_034BB168_C723_4cf7_8293_0C78CE31D179 Collect service Usage metrics The Usage functional component: May collect service Usage metrics from the Service Monitoring functional component (D2C Value Stream). EAID_03F67CBD_8A81_4d43_A335_F58939F7F1BF Enable supportability for IT operations The Release Composition functional component: May begin the creation of monitors, batch processing, backup/restore, etc. for the service, to ensure supportability as part of IT operations enablement. EAID_041461D8_7B2A_46ef_8DFF_C96121F014FD Receive Defect-related information The Release Composition functional component: Can receive Defect-related information that should be included in the Release Package if a Defect functional component exists. EAID_0466409F_B487_4b37_B7BD_67FEFA448D1C Associate a Service Release Blueprint to Desired Systems The Release Composition functional component: Shall associate a Service Release Blueprint to one or more Desired Systems if a Fulfillment Execution functional component exists. EAID_054DCD2A_AB3E_4def_B44C_FF29862C5366 Manage the lifecycle of the Actual System. The Configuration Management functional component: Shall manage the lifecycle of the Actual System. EAID_05651B28_31C8_4959_8EBE_3BD078F85726 Ranking, trending and analysis The Portfolio Demand functional component: May support backlog item data object backlog ranking, trending, and analysis based on requested services, timeline, business unit origination, etc. EAID_057DA33B_CF30_4d58_988C_C3B94016A0C8 Quick evaluation (Expedited analysis) A Scope Agreement following an expedited analysis and approval: Shall allow quick evaluation of the proposal and a decision on its approval. If rejected, then notify the Portfolio Demand functional component. EAID_065944C7_D83F_454f_8C99_73EF14494850 Manage state escalation paths and lifecycle of Incidents The Incident functional component: Shall manage the state escalation paths and general lifecycle of the Incident. EAID_0694CAB7_A1FB_44fb_A26C_1908A03852BC Identify security controls The Proposal functional component: Shall identify security controls necessary for protecting the various classifications of data. EAID_074DF70F_D71C_412a_9E1F_BC66BC65908B Produce request artifacts The Project functional component: Shall produce various request artifacts associated with financial, human, and technology resources (that is, feedback to the S2P Value Stream when variances cross thresholds). EAID_0869E857_B0F4_4236_8A37_4C488933BC1A Trigger diagnostics and remediation The Event functional component: May send Events for diagnostics and remediation processing if a Diagnostics & Remediation functional component exists. EAID_089CC348_C1B0_402d_9941_9EFB8CE81737 Track cost number from Asset Management. The Usage functional component Usage Records can have any unit: It can also be a cost number from Asset Management. EAID_0958426B_FA5A_4af3_A16B_DDBA9ACEF342 Create Proposal (Expedited analysis) A Scope Agreement following an expedited analysis and approval: Shall create a proposal from a rationalized backlog item where the item requires high urgency due to business impact on an existing service. EAID_0A66D117_1261_48ce_AFFE_DEBC151433D0 Order services on behalf of other consumers The Offer Consumption functional component: Can enable consumers to order services on behalf of other consumers. EAID_0B31977D_AA31_4808_96D1_4BD7C5033000 AssociateBuilds to a Build Package The Build functional component: Shall associate one or many Builds to a Build Package if a Build Package functional component exists. EAID_0B605699_951C_44e1_8F77_197149463C84 Categorize Event data The Event functional component: Shall categorize Event data. EAID_0B70BF3D_92E8_492d_B37D_2942004B94E5 Create the Product Release The Release Composition functional component: Shall create the Product Release, Service Release Blueprint, and Release Packages that will be utilized by the Test functional component and later the Fulfillment Execution functional component (R2F Value Stream) to create a specific deployment for a specific IT service instance (including service system and/or service offer). EAID_0BC9D0DB_BF6E_49d4_8BD8_6A569743C112 Expedited analysis and approval The Proposal functional component: A Scope Agreement may follow an expedited analysis and approval for high priority urgent items or agile development proposals. EAID_0BCE1E29_E715_4a4f_94A5_3128E169803A Create QoS reports on the Service Contracts The Service Level functional component: Shall create reports on the Service Contracts to show the quality of service per SLO. EAID_0D12917B_597D_4569_A84D_FF092B69EF8A Associate an Actual System with an RFC The Configuration Management functional component: Shall associate an Actual System with an RFC with which the change is associated if a Change Control functional component exists. EAID_0D1B6AEC_6F57_47eb_B9F6_5B92E0D80AC6 Provide Subscription information for associated Chargeback Contract The Request Rationalization functional component: Shall provide Subscription information for the creation of the associated Chargeback Contract. EAID_0ED76647_7ED2_4101_A2B6_E33EA8EA00EC Receive Defect information The Source Control functional component: Can receive Defect information from the Defect functional component so that Defects can be fixed in future versions of that Source if a Defect functional component exists. EAID_0F0F3025_DC34_4223_88D6_73189293EC93 Input for the Source data object (source, create, and secure the service) The Service Design functional component: Shall ensure output of the Service Design functional component is used by the Source data object to source, create, and secure the service. EAID_10F12DD3_4BA2_4db3_B46B_022AE3DA9BE8 Associate Service Release Blueprints to Defects The Release Composition functional component: Shall associate one or more Service Release Blueprints to one or more Defects if a Defect functional component exists. EAID_12CBEDC8_D95A_4d57_924D_EA101F3921F9 Information on service consumption The Offer Consumption functional component: Can provide visibility to information about the user?s specific service consumption including pricing, usage, etc. EAID_1323C7E1_F0FD_4d09_9BDF_81598369609A Process and break down Usage information The Usage functional component: May process and break down Usage information for each Subscription, its consumers (singular, group), provider, etc. EAID_1403A5B0_48C7_4224_9E92_696F8AFAA6C5 Govern, coordinate, influence, and direct IT Initiative execution. The Project functional component: Shall govern, coordinate, influence, and direct IT Initiative execution. EAID_14CEEC11_CF15_4858_82EB_AA8A36A2CADB Access to third-party Knowledge and forums The Knowledge & Collaboration component may improve accessibility of Knowledge in the organization by: Providing users with access to third-party Knowledge and forums EAID_14F7F2E3_A9F8_4150_9188_77F917BC449D Decide on target release. The Defect functional component: May decide on target release. EAID_15078DB9_112C_45a7_80C0_EE393B1EF736 Up-to-date fulfillment-related Subscription information The Request Rationalization functional component: Shall ensure appropriate fulfillment-related Subscription information is kept up-to-date, such as approval/rejections, modifications, cancellations, and so on. EAID_152A6FA2_6639_40aa_80B1_6A256E37B045 Receive scoping and invenstment decisions The Portfolio Demand functional component: Shall receive scoping and investment decisions from the Proposal functional component if a Proposal functional component exists. EAID_1579D185_1CC7_4ebd_A57E_15C05AFC7767 Create IT Initiative (Expedited analysis) A Scope Agreement following an expedited analysis and approval: Shall create a new IT Initiative data object. EAID_15AE7221_81CF_40e5_85FC_2EE6B2E3AF56 Associate Incident to the corresponding Problem The Problem functional component: Shall associate Incident data to the corresponding Problem record and continue the investigation around the Incident reported fault within the Problem lifecycle if an Incident functional component exists. EAID_1643C559_2291_4345_9E5A_05E6785A7F66 Forwardcategorized Events The Event functional component: Shall forward Events categorized as Incidents to the Incident functional component. EAID_17D42B75_721C_4d3f_9A57_AD39BD8668AE Requirements to a Product Release association The Requirement functional component: Shall associate one or more Requirements to a Product Release that will fulfill these Requirements if a Release Composition functional component exists. EAID_1819E11E_F3F5_4964_A7EB_4D311EA99D65 Develop target blueprints The Enterprise Architecture Component: Shall develop target state business, information, application, technology, and security blueprints based on strategies, principles, and policies. EAID_181DA47B_D27B_4b29_8B3D_940568E9AD93 Allow recursive relationships between Source. The Source Control functional component: Shall allow recursive relationships between Source. EAID_18767896_94C6_4f92_A6CE_89C823794C2F Provide information on existing Subscription The Offer Consumption functional component: Can provide information on the existing Subscription to enable the user to change/cancel existing Subscriptions. EAID_189F11E5_AF3C_4a55_8478_1FD527115A6E Monitor application The Service Monitoring functional component: Shall monitor application EAID_18E70682_6D81_4781_954C_32A23A7C3301 System of record for Problem records. The Problem functional component: Shall be the system of record for all Problem records. EAID_1955A48B_A521_4480_8AFA_96D995EADD07 Provide information required for service instantiation The Release Composition functional component: Can provide information required for service instantiation to the Fulfillment Execution functional component if a Fulfillment Execution functional component exists. EAID_19A713D7_5C77_4519_8B26_FD01091B8060 Management of organizational changes and training for a release The Change Control functional component: Shall enable management of organizational changes and training needed for making a new release a success (which may include oversight that ensures that these tasks are included as part of the deployment package). EAID_19C4C2FB_4C88_44e9_99FB_D7F305EA11B9 Provide information for fulfillment. The Offer Consumption functional component: Shall provide all necessary information to guarantee the fulfillment. EAID_1A3F4C04_C9D1_4229_A5A7_26296173946D Manage and store source code The Source Control functional component: Shall manage source code images and store them in a Source data object repository. EAID_1C011518_7B2B_4baa_8E6D_92DB0AE8C73D Create and maintain service blueprints The Service Portfolio functional component: Shall create and maintain service blueprints and endpoints. EAID_1CBB05F3_AEDF_4ca4_AB0F_40AC1C7D32EA Associate Builds to Test Cases The Build functional component: Shall associate one or many Builds to one or many Test Cases which are executed as part of the Build creation if a Test functional component exists. EAID_1D519CCC_C39B_477c_B8A8_B64032949D21 Ordering multiple offers in one transaction The Offer Consumption functional component: Can provide functionality to order multiple offers in one transaction. EAID_1FE87198_E2E5_40b0_B410_D2DB4F56641F Send a Chargeback Record for approval and reconciliation The Chargeback/Showback functional component: Should send a Chargeback Record for approval and internal reconciliation request to the Finance function if a Finance function (external to IT) exists. EAID_200F84C9_30F3_4eb8_8DD4_941A8F76199A Associate a Product Release to Service Release Blueprints. The Release Composition functional component: Shall associate a Product Release to one or more Service Release Blueprints. EAID_20791286_05C6_4c50_8648_633CEAF58599 Associate the Actual System with the Event and associated Change The Configuration Management functional component: Shall associate the Actual System with the Event with which the change is associated if an Event functional component exists. EAID_20E69BA4_33BA_46db_88F1_320422A98203 Rationalize, break down, and route ?clean order? requests The Request Rationalization functional component: Shall rationalize, break down, and route ?clean order? requests (ready for fulfillment) to appropriate Fulfillment Execution engines or providers in order to deliver services to consumers. EAID_22ADA796_02E6_4fac_B44D_62FAC097D129 Receive business/IT measurements The Service Level functional component: Can receive business/IT measurements from Service Monitoring if a Service Monitoring functional component exists. EAID_249B9978_E63E_40ac_ACDE_45748FAE390F Update Scope Agreement (Structured ananlysis) Scope Agreements following a structured analysis and approval: Shall update Scope Agreement(s) to compare approved baseline and actual resulting benefits derived from completing the IT Initiatives. EAID_2667AA23_6FE7_4059_AC0F_EFD9DB76EE8C Determine and track service TCO The Service Portfolio functional component: Shall determine and track the TCO of a service and associated return on investment. EAID_285CCEAC_32FC_4677_A3C9_F4625C8B1424 Associate Service Release Blueprints to Build Packages The Release Composition functional component: Shall associate one or more Service Release Blueprints to one or more Build Packages if a Build Package functional component exists. EAID_29783860_0508_4e49_AFB9_F7ED691A21CC Receive test-related information The Release Composition functional component: Can receive test-related information that should be included in the Release Package from Test Management if a Test functional component exists. EAID_29E8F528_D5B1_4ce6_A5CD_D5E0710A7A6D Validate asset consumption model (Structured ananlysis) Scope Agreements following a structured analysis and approval: Should validate the asset consumption model against available internal and external assets (for example, traditional/private cloud/managed cloud/public cloud). EAID_2AC33FE3_E143_4c19_B5B3_6C709DA51616 The system of record for Product Releases. The Release Composition functional component: Shall be the system of record (authoritative source) for all Product Releases. EAID_2BF90CA2_22C9_466f_964E_960601BFE934 Manage service information The Service Portfolio functional component: Shall manage all inventory information about services or applications; including business benefits, risk, quality, fit to purpose, etc. EAID_2C027210_812D_4a83_A693_E4095EEA0D23 Run dynamic application security testing The Build functional component: Shall run dynamic application security testing no later than when the final Build data object is received and before the RFCs are created for moving the new or changed service into production. EAID_2C9300CA_279A_47f8_8416_B62C84AD78D8 Receive proposed investments for run and maintain The IT Investment Portfolio functional component: May receive proposed IT investments for run and maintain and non-service investments from investment owners. EAID_2D316B80_062D_4b43_8BB6_520A5F4E85D3 Authoritative system of record for change request information The Change Control functional component: Shall act as an authoritative system of record for all change request information. EAID_2D6F253B_DCCA_4d0b_9199_19E0C2551DF9 Convert Defects to Known Errors The Defect functional component: Shall convert Defects not resolved by service development to Known Errors for Problem Management (D2C Value Stream) to document or develop work-around and report in knowledge management articles. EAID_2DF279E4_1FB9_45d0_817F_10B050833209 Provide service monitoring status The Service Monitoring functional component: Can provide service monitoring status if an Offer Consumption functional component exists. EAID_2E3284BC_A442_4f9d_A777_0F3268BC5497 Associate Product Designs to a Digital Product The Service Design functional component: Shall associate one or more Product Designs to a Digital Product if a Service Portfolio functional component exists. EAID_2F3CBC65_6DD5_4154_8E7A_38AEAF5782C0 Manage the Subscription data flow The Project functional component: Can manage the Subscription data flow to the Request Rationalization functional component if a Request Rationalization functional component exists. EAID_317DA926_8465_4f03_9A60_164457A762D2 Change impact based analysis The Configuration Management functional component: Shall calculate and provide the change impact based on the proposed change and the Actual System relationships if a Change Control functional component exists. EAID_33823F93_91FE_4460_A6FA_ECD3F2EA4B49 Manage the build versions The Build functional component: Shall manage the version of each individual Build. EAID_34477CCB_F397_4bcf_A22D_E0E4C61D9920 Manage test data. The Test functional component: Shall manage test data. EAID_35049D8D_D238_49b8_8322_77FFD4F0CC71 Coordinate multiple fulfillment mechanisms and manage dependencies The Fulfillment Execution functional component: Shall coordinate if multiple fulfillment mechanisms are needed and manage the dependencies required to fulfill the IT service Request. EAID_3515326C_E2C9_49cb_8A15_2808F48C274E Decide on portfolio changes The Service Portfolio functional component: Shall review proposed portfolio changes; decide whether to keep, retire, or modernize services or applications. EAID_359B1BF3_871A_4c0d_80D2_0ED126832979 Create Known Error from unsolved Problems The Problem functional component: Shall create Known Error data object instances from unsolved Problems. EAID_375598BE_95FE_4828_A269_6FBA48E170DD receive Defect information from a Test The Defect functional component: Shall receive Defect information from the Test functional component if a Test functional component exists. EAID_37EFC893_0173_42f0_952A_88D1DF8ADDEE Manage the Service Contract lifecycle The Service Level functional component: Shall manage the Service Contract lifecycle (create, store, and maintain). EAID_3857B572_1BCC_4043_8F73_01FD53200DB2 Associate Problem(s) to Actual System (s). The Problem functional component: Shall associate Problem(s) to Actual System (s). EAID_389F780F_D260_4f16_BB03_85F290E06D11 Source code meets the specifications, policies, standards & requirements The Source Control functional component: Shall ensure that the source code meets the design specifications, organizational policies, standards, and non-functional requirements so that the service can be operated successfully and meets customer expectations. EAID_38B510FE_2FB6_4f51_BF6A_A5852F8A5A84 Provide business/IT measurements The Service Monitoring functional component: Can provide business/IT measurements if a Service Level component exists. EAID_38FA99F4_6E98_46d3_865E_B36E75BCA86E Associate IT Initiative to Product Releases The Release Composition functional component: Shall associate one IT Initiative to one or more Product Releases which are defined to deliver this IT Initiative if a Project functional component exists EAID_3B1BEABE_C56A_4ed4_8694_4F4595E20BE8 Automate the Build process The Build functional component: Shall automate the Build process to support the Build schedule and build frequency requirements in order to support daily Build and smoke test plans or continuous integration plans. EAID_3BFCB4D6_CE82_43dc_ACE1_3030C727CC74 associate a Test Case to Defects The Test functional component: Shall associate a Test Case to one or more Defects that result from this test if a Defect functional component exists. EAID_3C2D43BF_A07F_4637_9996_5B3775E3D2A4 Provide Usage information The Usage functional component: May provide Usage information to the Chargeback/Showback functional component enabling usage-based chargeback or showback. EAID_3D4B085E_F436_4d88_9CD0_51EAEB97B439 Change calendar and collision avoidance The Change Control functional component: Shall enable RFC management against a change calendar and avoid change collisions. EAID_3DE776AC_3AA5_44d1_B7CE_364E9CA6FF1E Sssociate Source to Builds The Build functional component: Shall associate Source to one or many Builds if a Source Control functional component exists. EAID_3F4EF7C9_2ECB_4cc7_80E4_BD34A410565D Receive the development scope and agreement The Project functional component: May receive the development scope and agreement from the Service Portfolio functional component if a Service Portfolio functional component exists. EAID_3FAF0033_9FDC_46a6_B562_5091FEA1292F Collect, refine, scope, and track progress of Requirements The Requirement functional component: Shall collect, refine, scope, and track progress of Requirements even before and after an IT Initiative has concluded. EAID_4013E30B_1900_4884_8F65_3087AE8FC546 Associate a Product Release to a service. The Release Composition functional component: Shall associate a Product Release to a service. EAID_402E5378_1A21_4567_8B94_4EE2143CB6D9 Send the instances of the Service Contracts The Request Rationalization functional component: Should send the instances of the Service Contracts to the Service Level functional component if a Service Level functional component exists. EAID_404EAC37_A101_4a29_B36C_0FA8AE5DDDDC System of record for Incidents. The Incident functional component: Shall be the system of record for all Incidents. EAID_4071A8B1_17A4_4065_B74E_BBBD0A76FB54 authoritive source for investment decisions The IT Investment Portfolio functional component: Shall be the authoritative source for all IT investments requested over a given time period. EAID_417CE906_668D_4e24_998A_A8C39AB3B685 Associate a Product Design to a Digital Product. The Service Design functional component: Shall associate a Product Design to a Digital Product. EAID_426BA3E7_7D2A_44ec_B908_4454C2A7FFAE Receive the Scope Agreement The Project functional component: Shall be able to receive the Scope Agreement from the Proposal functional component if a Proposal functional component exists. EAID_4291EEB8_BB71_4424_9453_409D66031452 Capture from defect fix The Portfolio Demand functional component: May capture Portfolio Backlog Items for defect fix requests which exceed the operations budget or require high urgency due to business impact on existing service. EAID_42FDD940_CC10_4ecd_A223_EE49002B078B Capture from Problem Management The Portfolio Demand functional component: Shall capture Portfolio Backlog Items from Problem Management activities. EAID_43F80DFD_8504_4083_880A_2CC3C6CCF47E Associate a Test Case to Defects (from defect Component) The Defect functional component: Shall associate a Test Case to one or more Defects if a Test functional component exists. EAID_4565FA25_BFA6_4f6d_BA72_B7D0B1FA849C Associate Product Design to Product Releases The Release Composition functional component: Shall associate one Product Design to one or more Product Releases which are designed to deliver this Product Design if a Service Design functional component exists. EAID_45941CF2_4328_4049_B87C_1DA2F5ECA8B5 System of record for the Service Contract. The Service Level functional component: Shall be the system of record for the Service Contract. EAID_471733AA_9C08_4eec_8220_00A42E7032B3 Send reporting data on the Service Level status The Service Level functional component: Can send reporting data on the Service Level status if an Offer Consumption functional component exists. EAID_47A7CDD3_4110_4be9_A3BE_F100DFEA5B5D Incorporate the Collaboration function enable communication The Self-Service Support functional sub-component: Can incorporate the Collaboration functional sub-component to enable communication with peers and IT staff in order to gain knowledge or resolve their IT-related issues. EAID_47E7AED1_E9F9_49b1_B255_8C7DF41A15BC Provide IT Initiative information The Project functional component: Can provide IT Initiative information required for Service Design to the Service Design functional component if a Service Design functional component exists. EAID_4857CE84_E7FD_41c8_BD30_60D0975981DF Manage a registry of the available fulfillers The Fulfillment Execution functional component: May manage a registry of the available fulfillers to include what each fulfiller does (capabilities) and how to engage each fulfiller (where they are located and how to invoke them). EAID_488387DA_7637_4d11_9F9D_DF9FBE7FB8A2 Associate Source to a service. The Source Control functional component: Shall associate Source to a service. EAID_49E5E832_B3E8_4d3a_B9AA_88D77CFF3A99 Send the bound Service Catalog Entry The Request Rationalization functional component: Shall send the bound Service Catalog Entry to the Fulfillment Execution functional component in order for it to create the Fulfillment Requests needed to satisfy the order. EAID_4A4A36B1_E979_4c49_8936_8EDF1FF768A6 Associate Builds to a Build Package The Build Package functional component: Shall associate one or more Builds to a Build Package if a Build functional component exists. EAID_4BF35CFA_BECE_4b94_9098_ABEFC5C0349E Recursive relationships between Requirements. The Requirement functional component: Shall allow recursive relationships between Requirements. EAID_4C51A083_A9FC_487e_B1D9_46837D5EFB60 Manage the Build Packages and relationships The Build Package functional component: Shall manage the Build Packages and relationships to the Service Release Blueprints. EAID_4D2EAE87_1098_4f89_9569_40622E9A3348 Supporting natural language queries The Knowledge & Collaboration component may improve accessibility of Knowledge in the organization by: Supporting natural language queries to reduce the complexity of finding relevant information EAID_4D5EDCB5_ECC1_4836_A0D4_EF3B7A02DBC0 Provide Defect information to Defect Functional Component The Test functional component: Shall provide Defect information to the Defect functional component if a Defect functional component exists. EAID_4E989EB5_A8B0_4277_A8FE_DEE9F9040BAC Associate Defects with Requirements. The Defect functional component: Shall associate Defects with Requirements. EAID_5094577D_46E2_40cc_A581_39667CE21197 Allow recursive relationships between Test Cases. The Test functional component: Shall allow recursive relationships between Test Cases. EAID_50E0F4F7_D353_4c11_B15A_8C6724EB80AC Manage the lifecycle of the Requirement. The Requirement functional component: Shall manage the lifecycle of the Requirement. EAID_51374D70_30FD_440c_832B_3C658BC447BD Provide Defect information The Defect functional component: Can provide Defect information to the Source Control functional component if a Source Control functional component exists. EAID_51645296_27EC_4f4a_A292_69042035162D Expose IT functions & capabilities in a single, unifying experience The Engagement Experience Portal functional component: Shall expose various IT functions and capabilities in a single place, unifying the experience. These functions and capabilities may be exposed in a form similar to smartphone apps. EAID_51920BB3_1DB1_4a8f_8E8A_76229DAD63A5 Manage relations between the Service Contract and KPI The Service Level functional component: Shall manage the relations between the Service Contract data object and the KPI data object throughout their lifecycle. EAID_51E22531_C2C6_49b5_B27E_7FBFEE25C572 Break down the Composite Requests into the individual Requests The Request Rationalization functional component: Shall break down the composite request (described by the Shopping Cart and consumer-selected values) into the individual Requests that need to be fulfilled. EAID_51E8F4B3_8F1F_4dff_A6E6_3A2C27423132 Associate the Service Monitor and the Actual System The Service Monitoring functional component: Shall create an association between the Service Monitor data object and the related Actual System(s). EAID_51FCFADE_BBE0_459a_ADDC_7FC3CFD6261E Perform monitoring of an IT service The Service Monitoring functional component: Shall perform monitoring of all aspects of an IT service. EAID_525A7824_3C78_4c07_BF06_D7642E500F2E Identify service suppliers The Service Design functional component: May identify service suppliers to meet the Requirements within the chosen delivery model. EAID_526A4F46_33DD_49b6_9DF2_F39FA579E852 Enable viewing and updating support tickets The Self-Service Support functional sub-component: Shall enable users to view and update their existing support tickets. EAID_52E179BE_4E19_4b4a_AAE2_C2E61940BAEE Create the Service Contract template The Offer Management functional component: May create the Service Contract template and provide information to the Service Level functional component. EAID_52EC2C31_DD56_43fc_A814_4E19EAE282FA Report Defect status The Defect functional component: Shall report Defect status and provide Defect reports. EAID_53654B33_C6BE_4082_AA4A_F0C4B47532A5 Requirements to Source tracing The Requirement functional component: Shall allow one or more Requirements to be traced to one or more Sources if a Source data object exists. EAID_547291D9_3CD8_46ed_9FA5_8040509397AC Associate Service Release Blueprints to Service Contracts The Release Composition functional component: Shall associate one or more Service Release Blueprints to one or more Service Contracts if a Service Level functional component exists. EAID_554F24E9_C66D_4621_BDE4_985BA42AFEDC Associate Build Packages toService Release Blueprints The Build Package functional component: Shall associate one or more Service Release Blueprints to one or more Build Packages if a Release Composition functional component exists. EAID_55CB84D3_0608_40b7_A85C_8860712ED5F7 Requirement to Test Case trace The Requirement functional component: Shall allow a Requirement to be traced to one or more Test Cases designed to test this Requirement if a Test functional component exists. EAID_55F5A234_7C6E_4165_923B_F277EBBBE346 System of record for Service Monitors. The Service Monitoring functional component: Shall be the system of record for all Service Monitors. EAID_579E7867_AEC3_4808_BF55_7AEE3A1A1320 System of record for Events. The Event functional component: Shall be the system of record for all Events. EAID_584F9F4F_D389_440e_A6C9_47F05CA94104 Manage the lifecycle of the Service Monitor The Service Monitoring functional component: Shall manage the lifecycle of the Service Monitor. EAID_58E9D7EE_C632_4409_B5A5_F2E904FA51E4 Associate a Test Case to a service. The Test functional component: Shall associate a Test Case to a service. EAID_5A7E721D_4258_4bd9_8F0D_01097273A1CD Offers available to consumers The Offer Management functional component: Shall contain all of the Offers available to consumers and provide this information to the Offer Consumption functional component. EAID_5BD4EF64_AA31_4ff1_9816_086015D6DC62 Receive measurements for calculating the KPI measurements The Service Level functional component: Shall receive measurements such as Incident data as well as other information that may be covered by the Service Contract and used for calculating the KPI measurements. EAID_5BDAA133_C4A5_4a23_94CB_409FE1E13B95 Ensure follow-on value stream functionality The Test functional component: Shall ensure follow-on value stream functionality works as expected (service monitors, service provisioning, etc.). EAID_5C106F42_1B97_41c4_B47D_3DD05B2B1E0A Identify the service delivery model The Service Design functional component: Shall identify the service delivery model (in-source, outsource, etc.). EAID_5CC89748_C102_4677_BDD7_01FCF36F8120 Provide the Subscription status The Fulfillment Execution functional component: Shall provide the Subscription status to the Request Rationalization functional component. EAID_5D5D5343_488C_47b9_B888_6C842E72D9BC Allow hierarchical relationships between Service Contracts. The Service Level functional component: Shall allow hierarchical relationships between Service Contracts. EAID_5DC2963A_C425_432e_8569_BDD1F1287758 Allow generation of new content The Knowledge & Collaboration component: Shall increase the contribution to Knowledge by providing all users with the ability to generate new content, either through informal Conversations, or by more formal submissions of Knowledge. EAID_5E21B414_BB06_44c1_BB4A_AA433B87F324 Associate an IT Initiative with an IT Budget Item The Project functional component: May associate an IT Initiative with an IT Budget Item in the IT Financial Management supporting function. EAID_5EA17784_AAC7_4d30_A1F4_377330775F84 Calculate the results of compound Service Monitors The Service Monitoring functional component: Shall calculate the results of compound Service Monitors from one or more simple measurements. EAID_5ED8DE08_7CF4_4bc9_9274_A04E7E868DA6 Associate Requirements to Sources The Source Control functional component: Shall associate one or many Requirements to one or many Sources which includes the content that fulfills these Requirements if a Requirement functional component exists. EAID_60411727_8B7A_40bd_9FE2_3F7D8903259B Use existing Knowledge data to solve a Problem The Problem functional component: Shall use existing Knowledge data to solve a Problem if a Knowledge & Collaboration functional component exists. EAID_61EE8CCA_DEF9_4635_8670_06E69698A124 Document issues The Defect functional component: May document issues that should be communicated to the Release Composition functional component. EAID_620D76A7_4435_4bff_8841_DCD15AB3B420 Pricing/Costing Policies The Policy functional component: Shall define pricing/costing Policies and capture information related to Service Contracts. EAID_624E0923_2FAC_41f3_8DEC_01396C5BD095 Allow an Event to trigger a Runbook The Diagnostics & Remediation functional component: Can allow an Event to trigger a Runbook mainly for diagnostics purposes if an Event functional component exists. EAID_627DA807_DD44_463b_AEB9_5307C5FEF025 Provide Collaboration Function The Collaboration functional sub-component provides the user front end for an enterprise collaboration experience, such as a chat capability. EAID_62F44ED6_8A95_4eea_A1E7_DDE46F03CD4A Monitor infrastructure (system and network) The Service Monitoring functional component: Shall monitor infrastructure (system and network) EAID_642A5993_B68F_4b93_997F_F91C62B5090D Manage the state and lifecycle of Events The Event functional component: Shall manage the state and lifecycle of the Events. EAID_64CF0E6B_6CAB_4494_B265_11156AC700E2 Create a Service Contract & start measuring The Service Level functional component: Shall create a Service Contract (instance) and start measuring it once a Subscription is instantiated if a Request Rationalization functional component exists. EAID_6556D9F0_1166_42e3_8E9D_0B2A76AC8BAB Manage service roadmaps The Service Portfolio functional component: Shall create, review, and update service roadmaps. EAID_666F7084_84D1_48db_8E1F_85A7E8A7D2F9 Risk-based security tests The Test functional component shall execute tests to include: Risk-based security tests (dynamic application security and infrastructure security testing) EAID_6885807A_70CB_4782_9AC7_0A4B6B2E409E Manage the Test Case lifecycle The Test functional component: Shall manage the lifecycle of the Test Case. EAID_68C40F1A_E451_47b9_B170_75744BF3875D Manage the state and lifecycle of the change. The Change Control functional component: Shall manage the state and lifecycle of the change. EAID_6929DC90_C9B4_4020_98C1_E22FC3813393 Associate a Service Release Blueprint to Service Catalog Entry(ies) The Release Composition functional component: Shall associate a Service Release Blueprint to one or more Service Catalog Entry(ies) if a Catalog Composition functional component exists. EAID_6939B805_5037_4c34_BD33_2ABAADEC121B Provide Request delivery times information The Request Rationalization functional component: Shall provide information on Request delivery times for SLA measurements. EAID_6A685891_2BA3_434d_AB65_3CED90F7E590 Impact & risk assessments minimizing production disruptions The Change Control functional component: Shall support the impact and risk assessments to minimize risk of production disruptions involved when rolling out changes. EAID_6ACC60B7_9FFF_4ad8_805C_BEAD134F96C2 Collect Usage information from vendor invoices The Usage functional component: Shall collect Usage information from vendor invoices that represent resources used by the service. EAID_6B4D9AFD_4005_4218_98EE_D66FA9D6623C Create a Defect from an Incident The Incident functional component: May initiate the creation of a Defect when Incident diagnostics determines that an emergency fix is required from development for resolution. The Defect is created and forwarded to the Defect functional component in the R2D Value Stream if a Defect functional component exists. EAID_6B507A22_0A98_4c61_B595_83D14E398FE4 provide fulfillment status information The Request Rationalization functional component: Shall provide information to the consumer on the fulfillment status. EAID_6BA3F0B0_C5C6_4db3_926E_2880FE3048AC Create project portfolio views The Proposal functional component: May create project portfolio views for specific organizations like line of business portfolio or functions like financial views. The project portfolio is used for rationalizing and tracking resources across projects to best deliver on all projects. EAID_6BEC3382_4EF7_43bf_B8F7_1C65540A4FC1 Comply with Policies The Service Portfolio functional component: Should comply with one or more applicable Policies if a Policy exists. EAID_6C22EC41_AFC8_426d_8C4E_41F99F28C914 Create Desired Systems using the Service Release Blueprint and Subscription The Fulfillment Execution functional component: Shall create one or more Desired Systems based on the Service Release Blueprint and associated Subscription for new service deployment Requests. EAID_6C496873_E07E_465a_A874_D2901F10F595 Aggregate, track, and report status, resources consumed The Project functional component: Shall aggregate, track, and report status, resources consumed against project plan, or project burn down, and communicate these to stakeholders via auxiliary functional components such as Resource Management, Supplier Management, and IT Financial Management. EAID_6CA8DABD_E46A_4c0a_9C3A_4DC60BD80917 Provide Service Catalog Function The Service Catalog functional sub-component enables consumers to engage with and consume services through the Offer Consumption functional component. This includes but is not limited to ordering new services, modifying Subscriptions, viewing the status of existing services or requests, and costs associated with services. For a detailed description of the functionality of the Service Catalog, refer to Offer Consumption Functional Component EAID_6D7A26D2_DDDC_4125_9338_83F5D5E20815 Automate the delivery of Builds to the Build Package The Build functional component: May initiate or automate the delivery of Builds to the Build Package functional component for validation by the acceptance testing team as candidate release builds. EAID_6F27755F_2BA4_4792_971E_1A5154C57DEF Plan and execute tests The Test functional component: Shall plan and execute tests that ensure the IT service will support the customer?s requirements at the agreed service levels. EAID_6F37F7B7_CD44_4e52_B0D4_47ED4AA42F47 Collect cost of assets The Usage functional component: Shall collect cost of assets partaking in delivery of the service. EAID_6F77FF9D_C441_43c9_BF05_4F25073A60F0 Collect cost of decomposed sub-services The Usage functional component: Shall collect cost associated with sub-services if a service is further decomposed. This will be cost reported as Chargeback Records on the sub services and will be reported as Usage back-up to the next level in the service composition. EAID_6FD604F2_072B_4b84_BFC1_DCA412911B82 Associate Product Release with Test Cases The Release Composition functional component: Shall associate one Product Release with one or more Test Cases if a Test functional component exists. EAID_6FF048CA_659C_47b9_B3F4_7A23BFE41D4E Generate Fulfillment Requests from the bound Service Catalog Entry The Fulfillment Execution functional component: May take the bound Service Catalog Entry and generate both the relevant Fulfillment Requests in order to realize/fulfill the originating consumer request and the Desired System data object which represents the Service Model in its pre-configured or consumer-configured state. EAID_70059958_B5A6_496c_AB74_C1C85C2EDD95 Allow a recursive relationship between Product Releases. The Release Composition functional component: Shall allow a recursive relationship between Product Releases. EAID_70FEEFB3_810D_4ae3_8889_B53F513BE272 Manage Requirements through the lifecycle of a service. The Requirement functional component: Shall manage Requirements through the lifecycle of a service. EAID_71C2062D_D9AF_40f9_8779_22EB92762155 Maintain visibility into supplier capacity levels The Fulfillment Execution functional component: Shall maintain visibility into supplier capacity levels and raise alerts if capacity appears to be insufficient for immediate demand. EAID_71E7F456_8E10_430a_8217_B8F0814C4393 Receive IT Initiative information The Service Design functional component: Can receive IT Initiative information which includes the scope and some content based on which the service is designed if a Project functional component exists. EAID_727494CD_8038_431c_BCC2_662273EB1F30 Engage fulfillment systems The Fulfillment Execution functional component: May engage fulfillment systems that perform actions directly, or engage other systems in order to perform actions. EAID_731554F8_CA0D_4a0f_91AA_E16F78B07991 Associate the Actual System with the Problem record The Configuration Management functional component: Shall associate the Actual System with the Problem record against which the Problem is associated if a Problem functional component exists. EAID_74AC4F2E_4A5F_4473_A3D6_C1DC6AAAC636 Visibility of IT Policies The Policy functional component: Shall provide visibility into IT Policy attributes such as types, status, non-compliance, audit history, and issues. EAID_750A745A_119A_499b_9DA2_4C9605C0893E Receive proposed investments for development The IT Investment Portfolio functional component: Shall receive proposed IT investments for development from the Proposal functional component. EAID_76B7D8D1_E94D_4219_8BA7_97AFF7D02348 monitor and report the Build results The Build functional component: Shall monitor and report on the results of each integration Build. EAID_78506BA6_5180_4d20_B013_56E6ED84AF36 Manage the lifecycle of the Defect. The Defect functional component: Shall manage the lifecycle of the Defect. EAID_78D709DB_8068_45ef_A39C_624CB6840C8A Receive the Digital Product & design Product Designs The Service Design functional component: Can receive the Digital Product specification and design several Product Designs that represent it if a Service Portfolio functional component exists. EAID_794A215D_C135_4848_BA88_AA90CE538FDC Associate the Incident and the Actual System The Incident functional component: Shall create an association between the Incident data object and the related Actual System(s). EAID_7A54EF54_2D03_41bc_9435_527074564A90 Select the appropriate fulfillment mechanism The Fulfillment Execution functional component: Shall select the appropriate fulfillment mechanism. EAID_7B1BF9C3_89CE_4dcb_B278_E6079429847D Instrumentation to capture IT Service empirical data The Service Design functional component: Shall put instrumentation in place so that IT can capture empirical data about how IT services are performing, rather than relying only on anecdotal input from the user community. EAID_7BCE15E3_83F0_44d1_ABA4_1243A4B53FDE Group and Push Demand The Portfolio Demand functional component: Shall categorize and group the demands and push demands to the Proposal functional component if a Proposal functional component exists. EAID_7C45F557_335D_43de_B97E_AD761C09AEC5 Interaction with IT operations The Service Design functional component: Shall enable interaction with IT operations to develop support plan/requirements for an IT service. EAID_7C671045_CD83_437b_95DC_AF08538F7D12 Provide information required for creating a Service Catalog Entry The Release Composition functional component: Can provide information required for creating a Service Catalog Entry to the Catalog Composition functional component if a Catalog Composition functional component exists. EAID_7CA4AECE_926D_4e86_86C1_F61B3D0A9C37 Information on the Service Level status The Offer Consumption functional component: Shall expose information on the Service Level status for the services the user subscribed to if the Service Level functional component exists. EAID_7CFABD50_3AA6_4fa9_968D_34D17E79D569 Run security tests The Source Control functional component: Shall run security tests on core code to identify existing security issues at the start of the development cycle so that assessment of scope/requirements set/schedule for existing services being changed can be negotiated early. EAID_7DD0B6E6_5317_4986_915C_7685EDEABA68 Associate the Actual System with the Incident The Configuration Management functional component: Shall associate the Actual System with the Incident with which the Incident is associated if an Incident functional component exists. EAID_7F1AC879_CF5D_4849_826D_87A25D118340 Update Scope Agreement (Expedited analysis) A Scope Agreement following an expedited analysis and approval: Shall create an updated Scope Agreement and update the corresponding in-flight IT Initiative data object in the R2D Value Stream for all activities associated with a newly approved proposal. (In the context of the IT4IT Reference Architecture, an IT Initiative is any one of the class of temporary endeavors such as projects or programs with a defined beginning and end, undertaken to achieve an objective or outcome, at a specified cost.) EAID_7F9D4ADC_EBB2_477a_91B9_56AD1B4DACDE Service discovery. The Configuration Management functional component: Can be populated by service discovery. EAID_7FA9E044_5649_4c25_AF6F_9A9DE1D48E85 Create high-level asset consumption model (Structured ananlysis) Scope Agreements following a structured analysis and approval: Shall create a high-level asset (non-labor) consumption model for a proposal based on asset estimates. If an Asset Management offer exists, then the Proposal functional component shall receive the asset price from the mentioned offer. EAID_7FD235D2_FA60_4f19_92E4_7EA920CDFC14 Consume Defects The Defect functional component: May consume Defects from the D2C Value Stream Problem functional component as well as the Test functional component that are in turn consumed by the Source Control functional component for review and resolution. EAID_80B26E0D_D32A_4cdc_A2F7_46AF822A80BF System of record for all Product Designs The Service Design functional component: Shall be the system of record (authoritative source) for all Product Designs. EAID_80BCD287_DEEC_4de5_88AC_6609EA3A94E5 Create an RFC within Change Control The Fulfillment Execution functional component: May create an RFC associated with the service instantiation that is created within the Change Control functional component (D2C Value Stream). The RFC type, standard or normal, is determined within the Change Control functional component. EAID_80FF7175_0C99_4f40_87BA_8369AB9EA4A9 Provide Subscription information for associated Fulfillment Requests. The Request Rationalization functional component: Should provide Subscription information to the Project functional component for associated Fulfillment Requests. EAID_8124FA7C_01F2_4468_8D94_F8354AE1BC30 Capture from Business The Portfolio Demand functional component: Shall capture Portfolio Backlog Items from business. EAID_819963B1_1108_41a1_AC02_0CCCBCF8C214 Initiate an Interaction or an Incident for Self-Service Support The Incident functional component: Can allow the initiation of an Interaction or an Incident if a Self-Service Support functional component (R2F Value Stream) exists. EAID_83A2D538_4DE6_4765_8F7E_ACE8A0865CFB Receive estimation about labor and asset configuration The Offer Management functional component: May receive estimation about labor and asset configuration from the Proposal functional component if a Proposal functional component exists. EAID_848422C4_5562_47a4_B931_54AD12F11715 Associate the Actual System with the Service Monitor & Change The Configuration Management functional component: Shall associate the Actual System with the Service Monitor with which the change is associated if a Service Monitoring functional component exists. EAID_84BD82DF_A83D_4720_BA2F_724FE42F017B Coordinate the acquisition of resources The Project functional component: Shall coordinate the acquisition of resources (hardware, software, and people) required to source/create a service in a particular project. EAID_84CB43C4_02D7_4e4c_A47C_982FCB52475C Monitor security The Service Monitoring functional component: Shall monitor security EAID_85EA10D0_2D0D_4f05_AE6B_28C470BA4410 Identify strategic IT architectural components The Enterprise Architecture Component: Shall identify strategic IT architectural components based on current business vision, strategy, goals, and requirements. EAID_860ED6AE_7908_419e_8645_0EDA87743B82 Instantiate a Service Contract from a Service Release Blueprint The Service Level functional component: Can instantiate a Service Contract from a Service Release Blueprint using the Service Contract (template) if a Release Composition functional component exists. EAID_867CA79C_1A7F_428c_A672_6A8D54D38E4A Associate a Known Error to a Defect The Defect functional component: Shall associate a Known Error to a Defect if a Problem functional component exists. EAID_86EF2048_7C78_44e4_8A07_281A9D30B03B Associate Event and Actual System The Event functional component: Shall create an association between the Event data object and the related Actual System(s). EAID_8758873A_BE87_42a6_BF86_293B14ADCB68 Create/route a Request to an external service provider The Fulfillment Execution functional component: Can create/route a Request to an external service provider to fulfill part or all of the service. EAID_887E2FE7_B2F2_43f6_9805_FA60937B0A97 Create, run, and manage monitors The Service Monitoring functional component: Shall create, run, and manage monitors that measure all aspects/layers of a service, including: EAID_89FB7CF5_F2FB_4a8e_9FDE_DABEF8761DC5 Create a new Knowledge based on Problem Management activities The Problem functional component: Can create a new Knowledge data object based on Problem Management activities (from the Known Error data object instances) if a Knowledge & Collaboration functional component exists. EAID_8A9A2B7A_FBC8_4c34_A069_8B0A0C5A76EB Group services into a single Offer The Offer Management functional component: Can group services from multiple providers (internal and external) into a single Offer (also known as a bundle of services). EAID_8AEA8696_5674_4dc2_8C36_7E8B720F0BCE Actuate the project portfolio The Proposal functional component: Should actuate the project portfolio entries through a Project Management system. EAID_8B1F568D_CEB3_4bfe_A66D_BFC41D96F9EC Create a Problem record The Incident functional component: May create a Problem record when the Incident is severe, requires further deep investigation, or is repeating if a Problem functional component exists. EAID_8C311152_12A1_4edd_9B6D_966C319BB4D9 Allow hierarchical relationships between Actual Systems. The Configuration Management functional component: Shall allow hierarchical relationships between Actual Systems. EAID_8CC3A743_1F1D_49bf_8833_44AA218AB5B1 Leverage input from service development. The Test functional component: Shall leverage input from service development. EAID_8CDEC0A9_F7D5_448d_A15E_6D5E39267FF9 The system of record for Service Release Blueprints. The Release Composition functional component: Shall be the system of record for all Service Release Blueprints. EAID_8DC6EF26_11A2_456d_BAFC_831213F3862B Monitor customer experience The Service Monitoring functional component: May monitor customer experience EAID_8E8647B1_D5FA_475f_828D_1634B03DFE0D Orchestrate the delivery of Requests amongst fulfillment engines The Fulfillment Execution functional component: Shall orchestrate the delivery of the various Requests amongst (one or more) fulfillment engines in order to deliver the IT service. EAID_8ED607A4_F88F_4ae5_9B32_3C29B8492401 Receive the development spend The Service Design functional component: Shall receive the development spend from the Project functional component and pass it to the Service Portfolio functional component if a Service Portfolio functional component exists. EAID_8EF16BAF_67DB_4a94_917B_3E7323C48330 Associate a Service Release Blueprint to a Release Package. The Release Composition functional component: Shall associate a Service Release Blueprint to a Release Package. EAID_8F03D00C_F993_4a2a_99D5_79F762D901A6 Associate changes to Actual Systems The Change Control functional component: Shall associate change(s) to Actual System (s). EAID_8FF3384B_DBDF_44f8_820E_0DBDE37AAD42 Receive monitor definitions The Service Monitoring functional component: May receive monitor definitions from the Fulfillment Execution functional component in the R2F Value Stream. EAID_90B712EA_51EE_4249_96A5_57BD85DEE1BE Identify Benefits (Structured ananlysis) Scope Agreements following a structured analysis and approval: Shall define tangible and intangible benefits for each proposal. Tangible benefit may be cost savings or revenue growth, whereas intangible benefit may be strategic initiative support, competitive advantage, or compliance achieved. Work with a finance organization to validate tangible benefits. This can involve utilizing industry-specific methods of measuring the value of business processes and estimating the impact of the proposal on performance metrics. EAID_90DCE687_DB10_4f12_B343_5E954C7775B9 Create labor consumption model (Structured ananlysis) Scope Agreements following a structured analysis and approval: Shall create a high-level labor consumption model for a proposal (for example, one project manager, five developers, and two QAs for the proposal) based on labor estimates. If a Resource Management offer exists, then the Proposal functional component shall receive the resource price from the mentioned offer. Validate the labor consumption model against available internal and external labor pools. EAID_915BE20C_9786_4d12_962E_93BEB50D3BA0 Create the Build The Build functional component: Shall create the Build from the Source data object for a particular service component. EAID_91E6BC0A_BCFD_45bf_8975_E30821D92E13 Associate the Fulfillment Request with the RFC record The Change Control functional component: Shall associate the Fulfillment Request with the RFC record as the overall framework that facilitates the IT service implementation/instantiation if a Fulfillment Execution functional component exists. EAID_933FB65A_32AD_49ad_99C9_64A7EDB8F435 Assess the risk of proposed changes & implementation. The Change Control functional component: Shall assess the risk of proposed changes and their implementation. EAID_934F0CD4_F6DE_480d_8FDC_F5E9BFB2665A Usability tests The Test functional component shall execute tests to include: Usability tests EAID_93981A68_A1BA_4a54_92DC_AE1412300B58 Initiate change requests The Event functional component: May initiate a change request (RFC) based on Event data to the Change Control functional component. EAID_94343A40_2C9D_42ad_AB9A_43D9C098B79D Create a Desired System for consumer Subscriptions The Fulfillment Execution functional component: Should create an associated Desired System for all consumer Subscriptions to the service. EAID_94A4A5DD_6C4B_4094_8659_5D3459BA1D2A Track Defects The Defect functional component: Shall keep track of all Defects; including their origin, status, importance, and relation to Requirements and Known Errors. EAID_94CFF50D_0D03_4547_A5B5_4660587E8B09 Allow hierarchical relationships between Runbooks, The Diagnostics & Remediation functional component: Shall allow hierarchical relationships between Runbooks, EAID_94E119B5_C5B8_4990_833A_6841BA5D0384 Develop the backlog of Requirements and Defects The Source Control functional component: Shall manage the development backlog of Requirements and Defects in accordance with the Service Design Package and Product Release. EAID_952820DD_D186_464b_ADC8_ABD8C446F481 Receive subscribed service charge The Service Portfolio functional component: Shall receive the subscribed service charge from the Chargeback/Showback functional component if a Chargeback/Showback functional component exists. EAID_95565EE2_37BB_4378_9890_760CC829DF65 Associate Product Design to one or more Product Releases The Service Design functional component: Shall associate a Product Design to one or more Product Releases which are detailed and designed to deliver the Product Design if a Release Composition functional component exists. EAID_958842EC_D52A_43a2_8B11_65A088871835 Create and manage IT Investment PoA The Enterprise Architecture Component: Shall create and manage long-term IT investment and execution plan-of-action. EAID_9655ACEA_305C_4aec_85FD_BC059D5A1FA1 Create new support tickets The Self-Service Support functional sub-component: Shall enable users to create new support tickets for issues and/or questions that they were not able to resolve, or their questions that remain unanswered. EAID_97BB32E4_D128_4f33_8A2A_6724D0836BDD Update Defect details. The Defect functional component: May update Defect details. EAID_983EF423_09B5_4015_A302_6C0470DB9B7A Manage the data flow to provide Requirement information The Requirement functional component: Can manage the data flow to provide Requirement information to the Service Design functional component if a Service Design functional component exists. EAID_9879833D_B9EC_45e4_9F5C_B2A423A10C87 Calculate the chargeback/showback The Chargeback/Showback functional component: Shall calculate the chargeback/showback of consuming/subscribing to a service to the subscriber. EAID_98A02B65_EF7D_4251_99EC_8266380DB25A Provide test execution reports The Test functional component: Shall provide test execution reports per tested Requirements. EAID_99819468_F889_47b5_982D_91B1177C17E6 Send the labor and asset cost estimates The Offer Management functional component: May send the labor and asset cost estimates to the Proposal functional component if a Proposal functional component exists. EAID_9A42F600_B75B_4da1_BD0B_D56DDDC33CB5 Adhere to financial goals and boundary conditions. The Project functional component: Shall ensure financial goals and boundary conditions are adhered to. EAID_9AA5F44A_C417_423c_B3E8_5798E8364F0B Build and publish tofferings into Offer Catalogs The Offer Management functional component: Shall build and publish the various offerings into Offer Catalogs for various populations to consume and determine prices, and valid options that consumers can select. EAID_9B3618F4_EB2E_4f43_B52E_95E3542E8974 Associate Builds to Source The Source Control functional component: Shall associate one or many Builds to the related Source if a Build functional component exists. EAID_9B5FE9AD_26C1_41b4_B94B_9206EC8357D1 "What-If" scenarios (Structured ananlysis) Scope Agreements following a structured analysis and approval: May build proposal portfolio scenarios using proposals, conduct ?what if? analysis on the proposal scenarios, and approve the optimal proposal scenario and its proposals. EAID_9BBAE90D_651E_4eae_BEDD_E43ABF17EC87 Providing filter capabilities of the Knowledge The Knowledge & Collaboration component may improve accessibility of Knowledge in the organization by: Providing filter capabilities based on various attributes of the Knowledge, such as subject category, time range, source types (internal versus external), etc. EAID_9BD31DA1_B1D9_4efd_9EF6_478C6ABC5BD4 Associate an IT Initiative to one or more RFCs The Project functional component: Shall associate an IT Initiative to one or more RFCs if a Change Control functional component exists. EAID_9C1CFA4C_089F_4ee7_A78C_C0DED39E4F03 Provide Knowledge Function The Knowledge functional sub-component provides the interface for users to search and read Knowledge data objects of all types and sources. Knowledge data objects may include but are not limited to IT or supplier-created technical briefs, training videos, and user-created content. EAID_9C22282B_1CBA_43ca_8491_458F68DAB1D5 Provide service contract information The Release Composition functional component: Can provide service contract information for creating a Service Contract if a Service Level functional component exists. EAID_9D0165B4_8121_4d18_971F_2B2E7925757E Evaluate proposals on value/cost and risk/criticality The Service Portfolio functional component: Shall evaluate the portfolio with regard to value/cost performance and risk/criticality. These methods are used to maximize portfolio value, align and prioritize resource allocations, and balance supply and demand. EAID_9E5778F8_36CA_4863_956D_592B46E7FC21 Manage IT Security and Regulation Policies The Policy functional component: Shall manage IT security and regulatory Policies by incorporating external and internal security and regulatory compliances. EAID_9FE3FD97_2F7E_46a1_BD4F_04AC96030459 Receive Incident business measurements The Service Level functional component: May receive Incident business measurements from the Incident functional component if an Incident functional component exists. EAID_A0E016A3_F027_4ebe_BDB8_152135BFA469 Manage the lifecycle of KPIs. The Service Level functional component: Shall manage the lifecycle (create, store, and maintain) of KPIs. EAID_A0E9213C_3920_4e1b_8B7B_EE9A941EAFDA Functionality tests The Test functional component shall execute tests to include: Functionality tests EAID_A0EFA0A3_769F_4962_8107_059FC34EB95A Allow an Incident to be initiated from an Event. The Incident functional component: Shall allow an Incident to be initiated from an Event. EAID_A1E6D1F1_A24B_48b9_93C0_CF98A968E330 Trigger the execution of a Runbook from an Incident The Incident functional component: Can trigger the execution of a Runbook (either automated or manual) to provide diagnostic information or remediation steps if a Diagnostics & Remediation functional component exists. EAID_A30AF40D_06DA_40cd_B01B_EBA4DF67337B Break down a single order/request into multiple Fulfillment Requests. The Request Rationalization functional component: May break down a single order/request into multiple Fulfillment Requests. EAID_A3414625_667A_4856_87D2_81C9568FB911 Track spend for IT Initiatives The Project functional component: Shall track spend for IT Initiatives attached to each Scope Agreement and pass it to the Service Design functional component. EAID_A3B4CB54_DE6A_4dcd_A229_B65765A9D73A Project Deliverables The Proposal functional component: Shall consider the R2D Value Stream project portfolio as the authoritative source for the list of IT deliverables or services that will be rendered during a project lifecycle. EAID_A402D3F6_8FE0_492e_9639_838152A79183 Manage the Product Release The Release Composition functional component: Shall manage the Release Package, Product Release, Service Release Blueprints, and overall Product Release for developing and delivering new or changed services to the R2F Value Stream Fulfillment Execution functional component to facilitate a smooth transition to IT operations. EAID_A41E0F74_2085_427f_AFF4_4CC27313ED47 Communicate decisions The IT Investment Portfolio functional component: Shall communicate the status of the final scoping and investment decisions back to the respective stakeholders. EAID_A54BE525_1E4B_42c5_AF10_A455432C377C Update the IT asset inventory The Fulfillment Execution functional component: May update the IT asset inventory as they are ordered. EAID_A5AC77A4_FDF7_47d3_82C1_4DC89277636A Review change requests The Proposal functional component: Shall review the Scope Agreement change request from the R2D Value Stream. The IT Initiative team working to deliver on the approved Scope Agreement may ask for change requests related to budget, resource, or timeline. Evaluate the change request and take action to update the existing Scope Agreement. EAID_A6475EB9_8E10_4be2_81FB_0C869EE67029 Create Proposal (Structured ananlysis) Scope Agreements following a structured analysis and approval: Shall create proposals from rationalized Portfolio Backlog Items in the Portfolio Backlog Item data object repository. Rationalized items are grouped based on priority and themes for a proposal creation purpose. Not all rationalized items will be grouped within proposals as priority and cut-off must be decided. EAID_A6E79F34_D1F4_44e6_B6D0_4DBF7E23FCC9 System of record for Build Packages. The Build Package functional component: Shall be the system of record (authoritative source) for all Build Packages. EAID_A7089013_8245_4803_B941_C52A161C6089 Receive Service Monitor definitions The Service Monitoring functional component: Can receive Service Monitor definitions if a Fulfillment Execution functional component exists. EAID_A7B15C8A_5DA8_4a7c_98A3_8B931C184CE1 Calculate and provide the business impact The Configuration Management functional component: Shall calculate and provide the business impact of the Incident to help in the prioritization process if an Incident functional component exists. EAID_A88BBD66_91D6_4da8_A174_34D2C6A66F7F Self-service knowledge consumption. The Knowledge & Collaboration component: Shall reduce the number of requests for information/Knowledge that arrive at the IT service desk through self-service. EAID_A89D549B_02E2_4306_B845_6F5AF94BDE44 Allow management of the User Profile The Engagement Experience Portal functional component: May allow consumers to manage their User Profile (to varying degrees as some attributes may be provider-controlled). EAID_A8B90D63_E2D2_4651_85E6_FB6E8047D5D5 Instantiate a Service Contract from Offer Management The Service Level functional component: May instantiate a Service Contract from a Service Contract (template) originating from the Offer Management functional component (R2F Value Stream) if an Offer Management functional component exists. EAID_A928B0DB_82A0_4913_9650_7CC1394F1350 Receive the subscribed service charges The Project functional component: May receive the subscribed service charges from the Chargeback/Showback functional component if a Chargeback/Showback functional component exists. EAID_AAEBC106_87CA_45a6_93C2_E5DA43AE5B61 Manage Builds. The Build functional component: Shall receive the Source data object from the Source Control functional component and manage the creation, implementation, automation, and security and storage of all Builds. EAID_AC522B1E_F2F3_41d0_AABA_648CED53C34D Business impact assessment for incidents The Configuration Management functional component: Shall calculate and provide the business impact of the Incident to help in the prioritization process if a Change Control functional component exists. EAID_AC5F32BA_DB5F_405c_BB29_E471136B0DBC The system of record for Defects. The Defect functional component: Shall be the system of record (authoritative source) for all Defects. EAID_ADA2B2DF_1013_4623_973A_C5926ED124D3 Create automated test scripts The Source Control functional component: Shall create automated test scripts including unit testing and scripts for static application security testing that follow a formal software security assurance methodology. EAID_ADCCDD65_B34C_46cb_9A18_2102E07EB29E Maintain traceability of Requirements The Requirement functional component: Shall maintain traceability of each Requirement to the original source (demand, IT or business standard or policy, and/or requestor) and to appropriate source and/or Test Cases throughout the service lifecycle. EAID_AE8230DC_2AFF_4e9b_AEC8_B3E5D57144C0 Capture from Service Portfolio The Portfolio Demand functional component: Shall capture Portfolio Backlog Items from the Service Portfolio functional component activities. EAID_AEFFFEB4_B4B9_4b11_BEAD_90703CC6F846 Create Defects found during testing The Test functional component: Shall create Defects found during testing which are consumed by the Defect functional component. EAID_B1470CA9_3DC4_4a77_9AFB_399B0B011863 Associate Test Cases to Builds The Test functional component: Shall associate one or more Test Cases to one or more Builds that uses this Test Case as part of the Build creation if a Build functional component exists. EAID_B187493A_D96E_4af4_BB3B_93FE9E920CC8 Associate a Build to a service. The Build functional component: Shall associate a Build to a service. EAID_B1A02210_36ED_433f_A072_823AB19B6E06 Create a deployable package The Build Package functional component: Shall create a deployable package made up of one or many Builds. EAID_B1BDDFE1_1777_4b89_8071_9387AB4ADE71 Generate service Usage history and activity reports The Usage functional component: Can generate service Usage history and activity reports. EAID_B2A2B647_EF1F_4da7_82A1_9986F0EA1E53 Requirements to Policy association The Requirement functional component: Shall allow one or more Requirements to be associated to one or more policies that these Requirements originate from if a Policy functional component exists. EAID_B2F27D9F_24DF_42f7_A585_51E4032D543B Access the Knowledge data wihtout support ticket The Self-Service Support functional sub-component: Can route users to access the Knowledge data objects before a new support ticket is created. EAID_B3578007_A241_4d1d_8BF6_D53FC1E150D7 Adhere to Policies (Structured ananlysis) Scope Agreements following a structured analysis and approval: Shall ensure proposal meets the technology policies. EAID_B3622E74_DE48_4d64_91D1_F3DFE7AEAAAE Review and approve IT Policies The Policy functional component: Shall enable review and approval of IT policies based on roles and responsibilities. It shall manage Policy distribution and acceptance based on predefined templates and schedules for designated IT stakeholders. EAID_B38CCCBD_E2FD_4a22_9C03_E5B2C80DEC3C Supporting keyword search capabilities The Knowledge & Collaboration component may improve accessibility of Knowledge in the organization by: Supporting keyword search capabilities EAID_B3A2CDE9_EBBE_4d32_BCE7_1A667DE7656F System of record for all Requirements. The Requirement functional component: Shall be the system of record (authoritative source) for all Requirements. EAID_B3FAD47C_775A_4875_9240_C666EDCF6557 Determine an track operational spend The Service Portfolio functional component: Shall determine and track operations spend. EAID_B41EBB09_9EE2_4547_9186_134AE7773B30 Track fulfillment status and completion notifications The Request Rationalization functional component: Shall track fulfillment status and completion notifications from fulfillment channel(s) as received. EAID_B43905CC_C15C_4861_B215_BB2B60E5204D Associate a Product Design to a Logical Service Blueprint. The Service Design functional component: Can associate a Product Design to a Logical Service Blueprint. EAID_B49AE820_3F96_42f6_BEE2_05D60789C5A8 Create an Event or alert The Event functional component: Shall initiate the creation of an Event or alert that is passed to the Event functional component if an Event functional component exists. EAID_B53B565D_E707_4b5e_A649_BBDB379ACF3A Associate a Service Release Blueprint to Fulfillment Requests The Release Composition functional component: Shall associate a Service Release Blueprint to one or more Fulfillment Requests if a Fulfillment Execution functional component exists. EAID_B5DDF0F3_E9DE_466f_A298_0E036F0055A2 Create/update a service monitor The Fulfillment Execution functional component: Can create a new service monitor or modify an existing one for the service provided in the Request as part of fulfillment. EAID_B615EF7E_4C6F_4334_B823_32A982D85973 Create Defect data objects The Test functional component: Shall create Defect data objects that are consumed by the Defect functional component. EAID_B6C4B770_3BC9_4038_AD2B_2FB1BE1BAA48 Drive automation. The Test functional component: May drive automation. EAID_B6CA0C81_8886_4c15_BF58_F89395491939 Request IT assets The Fulfillment Execution functional component: Can request IT assets necessary for fulfillment (such as licenses). This also enables the tracking of assets being requested or procured and links them with the services that require them. EAID_B75DA2A6_6A41_4c5d_B447_EB920BFA474C Track price a sub-supplier is reporting The Usage functional component Usage Records can have any unit: It can be the price a sub-supplier is reporting. A price will be considered the cost of running that component. EAID_B7706919_A216_4749_845E_6A4D8AD25D95 Send operation charge acceptance The Service Portfolio functional component: May send the operation charge acceptance to the Chargeback/Showback functional component if a Chargeback/Showback functional component exists. EAID_B7C9070B_B6A3_48d0_BD14_88F7896558D8 Create architectural artifacts The Service Design functional component: Shall create various architectural artifacts (data flow diagrams, technical schematics, etc.) that comply with the IT Initiative specifications and boundaries. EAID_B7EE289E_B7D9_4e29_9EB9_A8E900580C76 Hierarchical relationships between Requirements. The Requirement functional component: Shall allow hierarchical relationships between Requirements. EAID_B7F005BE_10B4_4a46_A19B_CDCEE05D9854 Register Defects The Defect functional component: Shall register Defects of all types (including security-related) with all relevant details such as description, severity, application version, related requirement, etc. EAID_BA30C752_9DD7_4054_B613_DA39E5EE8B15 Associate a requirement to a service. The Requirement functional component: Shall associate a requirement to a service. EAID_BB4C8856_7825_4794_A735_1EE1E25C335A Manage the lifecycle of the Source. The Source Control functional component: Shall manage the lifecycle of the Source. EAID_BBC37239_8536_4cef_BED5_8EF7F42A8C0A Fulfill each Offer through the underlying Catalog Compositions The Offer Management functional component: Shall fulfill each Offer through numerous underlying Catalog Compositions as determined by the Offer Management functional component. EAID_BC703572_56CE_4a1c_8C7D_64232C006DF7 Monitor usage The Service Monitoring functional component: May monitor usage for the Usage functional component in the R2F Value Stream EAID_BCBCBF3E_D188_4950_B096_A6FF56FA996A Manage the Runbook lifecycle The Diagnostics & Remediation functional component: Shall manage the Runbook lifecycle. EAID_BD28C658_9F60_496d_84F7_4A0AB8EA648E Manage the state of a Requirement. The Requirement functional component: Shall manage the state of a Requirement. EAID_BF213BEE_7066_4e24_8447_9175A2533B80 Assiciate Requirements The Portfolio Demand functional component: Shall associate one or more Requirements (user stories, use-cases, business rules, etc.) to a Portfolio Backlog Item if a Requirement functional component exists. EAID_BF4C12B2_070B_4d9d_B389_846D9DD3341F Submit one or more RFCs required for the IT Initiative The Project functional component: Can submit one or more RFCs required for the IT Initiative if a Change Control functional component exists. EAID_BFE566C3_1EF7_4fc0_BC85_F042666C66B1 Break the request down into the IT services The Request Rationalization functional component: Shall break the request down into the IT services and provide these to the Fulfillment Execution functional component and create the Subscriptions for these services upon their successful fulfillment. EAID_C0415399_482C_46b4_87D1_54751822D15F Periodical Proposal Creation (Structured ananlysis) Scope Agreements following a structured analysis and approval: May periodically produce proposals throughout the year or once per planning period. EAID_C04DA5E2_3D1E_4a40_B908_8E24FB67E677 Requirements to a Portfolio Backlog Item association The Requirement functional component: Shall associate one or more Requirements to a Portfolio Backlog Item from which these Requirements originate if a Portfolio Demand functional component exists. EAID_C06AC852_6200_4372_9852_EDDC5CFE3417 Track CPU usage, storage consumption, transaction numbers, ? The Usage functional component Usage Records can have any unit: CPU usage, storage consumption, transaction numbers, ? EAID_C2F71E70_9A84_4c5b_A724_F3A1274C2CD2 Receive Defect information from a Known Error The Defect functional component: Shall receive Defect information from a Known Error if a Problem functional component exists. EAID_C34DA147_E3DF_4ea1_AF8B_F6216852B519 Manage correlation between Events. The Event functional component: Shall manage the correlation between Events. EAID_C3577D93_29FA_4026_9273_6B92612AB1D4 Associate a Runbook with an Actual System. The Diagnostics & Remediation functional component: Shall associate a Runbook with an Actual System. EAID_C44DD4B8_FC76_45fe_9C7F_D85A504635B3 Associate Defects to Service Release Blueprints The Defect functional component: Shall associate one or more Service Release Blueprints to one or more Defects which reflects Defects that should be published as Problems/Known Errors if a Release Composition functional component exists. EAID_C49F4637_94B6_4974_BA44_FA6EA0B08C30 Request resources The Project functional component: Can send a request to the Request Rationalization functional component when resources are required for the IT Initiative if a Request Rationalization functional component exists. EAID_C51BD23D_B908_4a51_AC5A_7ACC73297B6B Create Incident when an Interaction cannot be associated with an existing Incident The Incident functional component: Shall create an Incident when an Interaction cannot be associated with an existing Incident because it requires additional clarification, diagnostics, or support actions. EAID_C5B5D432_326F_4b4d_814E_99607DCACD0C Manage the Definitive Media Library (DML). The Build functional component: May manage Builds and versioning in a Definitive Media Library (DML). EAID_C5DEFDD5_CBE3_4dce_86AA_4F1015B58DF5 Providing natural language processing analytics The Knowledge & Collaboration component may improve accessibility of Knowledge in the organization by: Providing natural language processing analytics so (for example) ?trending topics? can be reported from service desk interactions EAID_C5F50F9C_5343_4078_BC06_4AAD74B9426A Architected to meets the KPIs and SLAs. The Service Design functional component: Shall ensure that the service is architected to meet the KPIs and SLAs. EAID_C60D9657_E8EF_4a49_A37A_FB74DFBED324 System of record for Runbook The Diagnostics & Remediation functional component: Shall be the system of record for all Runbooks. EAID_C6FB4379_4BEC_4306_8BD7_731ABE60C4D9 Create service design specification document The Service Design functional component: Shall create service design specification document (Logical Service Blueprint). EAID_C73459ED_A150_4305_A70D_28F0C295BAFC Associate an IT Initiative to a service. The Project functional component: Shall associate an IT Initiative to a service. EAID_C7649AF9_EF62_4056_8F68_B49BC90B85EA Automate the Build Process and Compilation The Build functional component: May develop automated Build storage procedures and automated compilation techniques and tools. EAID_C7F4C817_7080_42fa_B3AB_F9EB71371309 Produce a Product Design describing the service The Service Design functional component: Shall leverage the Digital Product and Portfolio Backlog Items from the S2P Value Stream along with Requirements to produce a Product Design that describes the service structure and behavior considering both the service system and the service offer. EAID_C836201B_C610_4db4_A23E_2DAC67589EBE Maintain traceability between IT Initiatives and applications and service(s) The Project functional component: Shall maintain traceability between IT Initiatives and associated applications and service(s) being developed. EAID_C83A98FE_6A96_4dc6_9869_54D15E9C9DCC Analyze Defects The Defect functional component: Shall analyze Defects and find resolution. EAID_C85E765E_7F10_4bc6_8E6A_6FDEF0138B22 push Problem data to Defect Management The Problem functional component: Shall push Problem data requiring emergency/specific development to the Defect functional component (R2D Value Stream) if a Defect functional component exists. EAID_C861CB33_E496_4471_A69F_5D89E9A2F33A Plan and design tests The Test functional component: Shall plan and design tests, including automated test scripts for both code images and monitors. EAID_C88AC98F_8E07_48ad_B2B6_539ABF4EA79D Associate a Requirement to Test Cases The Test functional component: Shall associate a Requirement to one or more Test Cases that validates this Requirement if a Requirement functional component exists. EAID_CA11530D_9194_4bcd_9DEA_8946DEA7DC86 Initiate creation of an Event or alert The Service Monitoring functional component: Shall initiate the creation of an Event or alert that is passed to the Event functional component if an Event functional component exists. EAID_CB467A0D_9ACD_4c34_94B7_A5BB4F848F51 Provides address IT-related issuesand without engaging IT providers The Self-Service Support functional sub-component: Provides service consumers with a way to address more of their IT-related issues, as well as receive information regarding their existing records without necessarily engaging IT providers EAID_CBE0C98D_ED84_4b05_B131_28086C41DF9D Associate a Scope Agreement to one or more IT Initiatives The Project functional component: Shall associate a Scope Agreement to one or more IT Initiatives if a Proposal functional component exists. EAID_CC53D52A_8903_4fb3_9855_5A65A575F71C Trigger deployment engines The Fulfillment Execution functional component: Can trigger deployment engines to enable fulfillment of the service. EAID_CC76E534_F421_423a_81AF_2846C4596E08 Create the Actual Systems within Configuration Management The Fulfillment Execution functional component: Shall create the Actual Systems as a copy of the Desired System within the Configuration Management functional component. EAID_CCF879E0_38FF_470f_A24A_C95E5C693A86 Enabling self-help and self-healing The Self-Service Support functional sub-component: Reduces the load on the IT support organization by enabling and promoting self-help and self-healing behavior through the use of communities, knowledge sharing, content, etc. EAID_CF050D64_A809_4f68_8F52_D72996CBD549 Performance tests The Test functional component shall execute tests to include: Performance tests EAID_CF63C53A_FA6A_47d5_947A_0A986EFD1BEE Store results of the measurements The Service Monitoring functional component: Shall store all of the results of the measurements being done on the IT service. EAID_CF9E3F5B_13E2_418f_8043_262B18F6EF82 Derive the product or program backlogs The Requirement functional component: Shall derive product or program backlogs which will ultimately serve as queues for enhancing IT services. EAID_CFD573E0_CA67_4187_8038_91989784E1EC The system of record for Source. The Source Control functional component: Shall be the system of record (authoritative source) for all Source. EAID_D0418873_53F6_4264_B49B_AC93172F9E18 Submit and/or approve Knowledge data The Knowledge & Collaboration component: Shall enable SMEs to submit and/or approve Knowledge data objects (whether they are IT staff or service consumers). EAID_D0C63FF6_0970_44ce_B0DC_BEBDF35078E8 The system of record for Actual Systems and associated relationships. The Configuration Management functional component: Shall be the system of record for all Actual Systems and their associated relationships. EAID_D17D8E57_8E49_4cb0_B3D1_84E247ABB232 Vreate an RFC associated to a Problem The Problem functional component: Shall create an RFC associated to a Problem in order to implement a fix to the issue that is documented by the Problem if a Change Control functional component exists. EAID_D1AF3437_1138_44be_B23C_93D62508BAD1 Aggregate Catalog Composition items & external catalogs The Offer Management functional component: Shall aggregate (mash-up) all Catalog Composition items and external supplier catalogs into consumable Offers that users can order through the Offer Consumption functional component. EAID_D229793A_566B_414a_A52C_7FB5FC3F3C10 Track the actual spend of a Product Design. The Service Design functional component: track the actual spend of a Product Design. EAID_D2D40082_14CC_41dd_B3DC_B9E90AAD85F6 Traceability between tests and Requirements. The Test functional component: Shall ensure traceability between tests and Requirements. EAID_D447C5AC_D05D_4178_BD26_1066FFAFEE7E Recording of patterns of service consumption The Request Rationalization functional component: Shall enable the recording of patterns of service consumption that can be used to shape demand for new and/or improved services. EAID_D4FCCB2C_EFBB_484b_ADB2_FFC218DDBD38 Encrypt sensitive Usage information The Usage functional component: Shall encrypt sensitive Usage information or set appropriate access controls. EAID_D58393DB_6A3C_40eb_B650_82A1E6F854CD Take actual usage into consideration The Chargeback/Showback functional component: Can take actual usage into consideration when calculating the charge of consuming a service. EAID_D625C6EE_B7D5_4f44_9464_E88B1D218C35 Map and Align IT Policies The Policy functional component: Shall align and map IT Policies to Enterprise Architectures. EAID_D65FE8CB_2F42_4310_BC8F_89EADF1F7537 Request standard changes and update Configuration Management The Fulfillment Execution functional component: May request standard changes and update the Configuration Management functional component (if needed) on delivery of components. EAID_D681C1E3_0C58_44f2_B1C6_4AAF058E3403 Associate changes with Events The Change Control functional component: May associate changes with Events when a change triggers an Event or an Event occurs during a change period if an Event functional component exists. EAID_D7F8194E_5882_4215_8489_C536BF9B0203 Aggregate multiple Knowledge sources. The Knowledge & Collaboration component: Can aggregate multiple (internal and external) Knowledge sources. EAID_D8548C8D_CFE9_4236_A78D_405659DF711E Associate Requirements to the Product Design The Service Design functional component: Shall associate one or more Requirements to the Product Design if a Requirement functional component exists. EAID_D8725306_980C_4b32_B91B_F2285AE9638F Architecture and Logical Service Blueprint meet all Requirements The Service Design functional component: Shall ensure that the architecture and Logical Service Blueprint meet all Requirements, including security requirements, to ensure the confidentiality, integrity, and availability of the service. EAID_D9233D98_EDBF_4d84_BE7F_37A2B3820791 Receive Build Packages The Release Composition functional component: Can receive one or more Build Packages that should be included in the Service Release Blueprint if a Build Package functional component exists. EAID_D987E75C_E2D6_4449_AAD5_3039B206D67D Capture service-level Requirements. The Requirement functional component: Shall capture service-level Requirements. EAID_D9E9B01E_2B59_42b5_B398_94D6E752C559 Ranking of Proposals (Structured ananlysis) Scope Agreements following a structured analysis and approval: Should rank proposals based on benefits and risks, labor and non-labor consumption models, and ROI or other defined evaluation criteria. EAID_DBDB6427_D5F7_4095_91DE_4CD2119A32A5 Provide change data to facilitate root-cause analysis The Change Control functional component: Can provide change data to the Event and/or Service Monitoring functional components to facilitate root-cause analysis process in the context of the impact changes may have. EAID_DC72DABC_C4A8_46c3_BE58_94ECF2274D09 Allow a Problem to trigger a Runbook The Diagnostics & Remediation functional component: Can allow a Problem to trigger a Runbook for remediation purposes (after an RFC has been opened) if a Problem functional component exists. EAID_DC8D4523_26F5_40f5_90EF_32219D11F4C8 Available to users to consume IT services The Engagement Experience Portal functional component: Shall be available to all users that desire to consume IT services. EAID_DCBF10DD_303C_40f1_99F8_2A244E579896 Engage external providers The Fulfillment Execution functional component: May engage external providers in order to fulfill Subscriptions. EAID_DCD0B396_783E_461b_85E6_FB1841081910 Acceptance tests The Test functional component shall execute tests to include: Acceptance tests EAID_DD5D4C4D_A5F3_47e4_8E59_84E3FB82637C Rank Knowledge data objects and Conversations The Knowledge & Collaboration component: Shall provide functionality to enable the IT service consumers and IT staff to rank Knowledge data objects and Conversations, thus improving future knowledge consumption. EAID_DE083AEB_81E7_41e2_AD03_5129AA2E33DF Associate a Service Release Blueprint to a service. The Release Composition functional component: Shall associate a Service Release Blueprint to a service. EAID_DFC53B98_E936_4e6b_8872_0A4D7A58659E Automation of changes The Change Control functional component: May support automation of changes so that human participation is reserved for the highest added value and most complex change work. For example, the Event functional component or Incident functional component may use a manual or automated Run Book to resolve well understood issues without an active RFC. These classes of pre-approved RFCs will vary by company and by criticality of service. For these pre-approved RFCs, it is assumed that the RFC is recorded and that the Change Management process has access to that information. A typical example would be a Run Book automation script that both fixes the issue and logs what was changed as a closed RFC record. The relationship to the Actual System is maintained to allow Configuration Management to have access to change information. EAID_DFD1E8D2_5BEE_4e7f_B414_241A53B35EB9 Associate a Defect to a service. The Defect functional component: Shall associate a Defect to a service. EAID_E107571D_504A_435b_AB3B_4FF0ABC5B1C8 Maintain revision history The Policy functional component: Should maintain complete Policy revision history, and review period or obsolescence rules set for all Policies. EAID_E137D5BA_EBE6_41da_923A_73B5F4942237 Submit Proposals (Structured ananlysis) Scope Agreements following a structured analysis and approval: Shall send proposed IT investments to the IT Investment Portfolio functional component for scoping and investment decisions. EAID_E2FF3094_CB50_48f4_95DF_A12D13333D9E Associate Requirements to Product Design The Requirement functional component: Shall associate one or more Requirements to a single Product Design if a Service Design functional component exists. EAID_E3431E21_F866_47bc_A226_B315E2448C60 Trigger the creation of an RFC The Incident functional component: Can trigger the creation of an RFC in order to implement a fix to the Incident fault if a Change Control functional component exists. EAID_E3451E04_C9EB_4cec_ABA4_12F108E356EC Trigger the execution of a Runbook from a Problem The Problem functional component: Can push Problem data to trigger the execution of a Runbook data object (either automated or manual) to provide diagnostics information or remediation steps if a Diagnostics & Remediation functional component exists. EAID_E3A4B4AA_C9FB_4384_B3B8_A6B11AE0CCD5 Develop source code and/or infrastructure The Source Control functional component: Shall develop source code or infrastructure based on the Logical Service Blueprint, Service Design Package, and IT Initiative priorities. EAID_E4C9598F_0843_45f4_8CA7_905BF0F96FBA Offers grouped into an Offer Catalog as a collection of consumable items The Offer Management functional component: Shall enable Offers to be grouped into an Offer Catalog to expose them as a collection of consumable items for a given group of consumers. EAID_E5136966_9A8D_4179_872B_08C9D8E88746 Provide service Usage measurements The Service Monitoring functional component: Can provide service Usage measurements if a Usage functional component exists. EAID_E679C6E4_D7FA_4508_8C95_D2CE213A975F Create Scope Agreement The Proposal functional component: Shall create a Scope Agreement from rationalized Portfolio Backlog Items in the data object repository. EAID_E6813368_A455_4441_9E0D_EB1D4F735264 be the system of record (authoritative source) for all Test Cases. The Test functional component: Shall be the system of record (authoritative source) for all Test Cases. EAID_E6B0B83A_7FD8_41bd_BA57_B49E3D27EBA7 Track Exceptions The Policy functional component: May log and track IT Policy exceptions through an issue management mechanism. It may provide a consistent tracking feature for exception identification, evaluation, and status report leading to corrective action. EAID_E7681ECA_F8AE_4e6c_BE2B_B573D2E9E027 Business impact assessment for events The Configuration Management functional component: Shall calculate and provide the business impact of the Event to help in the prioritization process if an Event functional component exists. EAID_E7B2E5F7_534F_4705_926C_E5E7A808D223 Associate Product Release with Requirements The Release Composition functional component: Shall associate one Product Release with one or more Requirements which are fulfilled in this release if a Requirement functional component exists. EAID_E89678FB_E6BE_4df3_9FDB_D37E59706665 Assiciate Digital Product to portfolio backlog The Service Portfolio functional component: Shall associate a Digital Product to one or more Portfolio Backlog Items if a Portfolio Backlog Item exists. EAID_E8DC08DE_FB13_40a5_8415_4A7966D29022 Send the consolidated service charges The Chargeback/Showback functional component: May send the consolidated service charges to the Project functional component if a Project functional component exists. EAID_E92B78E6_3A8E_4e18_8DD6_1EB4D56C396B Allow hierarchical relationships between Source. The Source Control functional component: Shall allow hierarchical relationships between Source. EAID_EA547665_E6EC_4840_81B5_B948C407C661 Prepare test environments. The Test functional component: Shall prepare test environments. EAID_EC496CFC_C3C5_4840_9F40_84818B4801AD Update labor consumption model (Structured ananlysis) Scope Agreements following a structured analysis and approval: Should model the ongoing labor and non-labor budget for annual and future operations. EAID_EC808BC6_F6AD_4a4d_9DC2_1FF823A8959A The data store for the realization of the service The Configuration Management functional component: Shall serve as the data store for the realization of the service in the production environment. EAID_ED205605_3096_4dfa_A1C3_6377BE3D0BED Identify the new or existing services The Service Design functional component: Shall identify the new or existing services required to meet the needs of the Scope Agreement and IT Initiative, including both service systems and service offers. EAID_ED5AA9F4_7DCA_4957_B20A_C3143D2163B8 Associate changes with Incidents bi-directionally The Change Control functional component: Shall associate changes with Incidents bi-directionally (changes in response to Incidents, and changes that actually cause Incidents; i.e., unsuccessful changes) if an Incident functional component exists. EAID_ED998722_E133_4505_BAE1_E0323F77BC70 Manage the IT investment lifecycle The IT Investment Portfolio functional component: Shall manage the entire IT investment lifecycle. EAID_EDC1D181_E57C_4d08_9DCF_4B03CEEA3036 Allow recursive relationships between IT Initiatives. The Project functional component: Shall allow recursive relationships between IT Initiatives. EAID_EEF8DE6F_0053_459d_B656_1F3157D7C187 Manage the state of the Service Contract. The Service Level functional component: Shall manage the state of the Service Contract. EAID_EF9D3039_E32C_4a51_9211_626CAB531FAE Assess current services The Service Portfolio functional component: Shall assess the effectiveness and efficiency of current services delivered to business. EAID_F0D0DA7C_D4C5_4e8c_B0EE_51CCB2E4972A Stress tests The Test functional component shall execute tests to include: Stress tests EAID_F2301730_8ADA_41c1_A147_2771C7FB3FFD Maintain the linkage/traceability The Project functional component: Shall maintain the linkage/traceability between Scope Agreements, IT Initiatives, and Product Releases. EAID_F25FF897_41FB_45a7_A496_D95764CE0C12 Associate a Runbook with the Actual System The Configuration Management functional component: Shall associate a Runbook with the Actual System against which the Runbook is associated if a Diagnostics & Remediation functional component exists. EAID_F380B654_6C1B_4a86_9248_AD8959266101 Facilitate communication with stakeholders. The Change Control functional component: Shall facilitate communication with stakeholders. EAID_F398F593_513F_4d95_9BDF_F031DD180DD6 Test automation re-use and test scripts. The Test functional component: May ensure test automation re-use and test scripts. EAID_F6FA8B88_94A6_4ef4_ABCC_DF34346F7488 Manage and Govern IT Policies The Policy functional component: Shall manage overall IT governance Policies, and Policies applied to or associated with the particular services that may be managed downstream during service design. EAID_F71A175E_5AE9_4868_894E_4FEE14CF7861 Associate RFCs to the Problem The Change Control functional component: Shall associate RFCs to the Problem in order to implement a fix to the issue that is documented by the Problem if a Problem functional component exists. EAID_F85782DD_3F57_4af0_8AA6_0027EF2CD5DB Update consumers on order status at the Subscription level The Request Rationalization functional component: Shall update consumers on order status at the Subscription level, not at the level of the underlying Requests needed to fulfill the Subscription. EAID_F85D6365_FF4E_4755_8F23_E6982C2013A5 Track actual Usage of subscribed IT services The Usage functional component: May track actual Usage of subscribed IT services by gathering IT service Usage metrics, activity, and history for both internal and external sourced IT services associated to an aspect of the Desired System. EAID_F8EE7908_4A18_4dbf_B9E3_C84B1994FADB check and steer resolutions of parallel planned deployments The Change Control functional component: Shall check and steer conflict resolutions between parallel planned deployments. EAID_F93D5535_FC20_4270_8E59_E85F0CFA2831 Manage the state and lifecycle of a Problem The Problem functional component: Shall manage the state and lifecycle of the Problem. EAID_F9943ADD_867C_4665_AC27_38897C098576 Allow an Incident to trigger a Runbook The Diagnostics & Remediation functional component: Can allow an Incident to trigger a Runbook for diagnostics or remediation purposes (remediation that does not require RFCs) if an Incident functional component exists. EAID_F9D9CA87_5F65_456d_AE63_06942C9CDF77 Compliancy of architecture and Logical Service Blueprint The Service Design functional component: Shall ensure that the architecture and Logical Service Blueprint are compliant with all standards and policies, including security standards and policies. EAID_FB045E1F_16D8_4df9_B2BC_3531910F6AB3 Consolidate the charges from subscribed services The Chargeback/Showback functional component: Shall consolidate the charges from all subscribed services once Usage is collected for the given billing period. EAID_FC58FD2F_E77E_4a0e_A8CE_635655284E93 Create a Portfolio Backlog Item in the backlog The Problem functional component: May push a Portfolio Backlog Item to the Portfolio Demand functional component for backlog processing if a Portfolio Demand functional component exists. EAID_FD18CC62_3D5B_49e0_91AB_E3AF44C6A8C7 Send the subscribed service charges The Chargeback/Showback functional component: Shall send the subscribed service charges to the Service Portfolio functional component for an Actual System if a Service Portfolio functional component exists. EAID_FDA5634F_A009_4035_A96C_18051869B17D Assess proposal feasibility The IT Investment Portfolio functional component: Shall assess proposal feasibility for cost, value, etc. and obtain required approval from finance. EAID_FDE2CDAE_E345_4ad0_93F6_7A5533045C3A Structured analysis and approval The Proposal functional component: A Scope Agreement may follow a structured analysis and approval via IT annual planning activities. EAID_FE8439A3_655A_4138_A680_A51DAF1A41B6 Notification of and collaboration with change stakeholders The Change Control functional component: Shall enable notification of all affected change stakeholders and facilitate their collaboration on change execution. EAID_FEC096BB_EEDF_4234_AAB2_5C76C7262A5C Receive Defects for resolution The Source Control functional component: Shall receive Defects and input from the Defect functional component to enable the development of fixes or documented workarounds. EAID_FFD8BB7B_DA95_4eae_9C4C_9D4F0209D233 Configuration Requirements /diagram/EAID_8FAEF5F1_524F_4c87_A6BC_2234F8476685 id-el-019d68f7-0f7d-48b6-badb-d1ba01d7d235 Problem Requirements /diagram/EAID_4ED3D930_4F20_4c9e_BEAD_A06F459AFD10 id-el-17debb27-9f44-4ec4-affa-6a4d2de66924 Pipeline Requirements /diagram/EAID_73D54831_46E9_4a9e_9606_9052599BA971 id-el-198ff796-7a64-46a3-bc52-ab303c87b435 Usage Requirements /diagram/EAID_1EBE3297_1697_4f42_BC25_0A343D428603 id-el-2ae26371-05df-46a4-8bcc-3662bbf3dca6 Requirement Requirements /diagram/EAID_68F6641A_A471_4277_BB44_86DF4789AE30 id-el-2b256f8a-dffb-4feb-a1e4-dc26c6c2775c Engagement Experience Requirements /diagram/EAID_9415E1AC_F5DE_4772_A355_2A5F614447D8 id-el-50ab56fd-3351-46a5-8769-9fb2f5aa97d8 Product Portfolio Requirements /diagram/EAID_B4ACD4C5_440C_440e_B752_6CBEB4440463 id-el-50ef162b-9bbe-4f23-95f4-72731df6cf9b Build Package Requirements /diagram/EAID_710DCD8E_54BE_4426_9E13_3982BAAA96B3 id-el-540887b7-ff88-492d-819d-c191c8611398 Service Level Requirements /diagram/EAID_08ECAB43_3FEA_47a5_8A45_57A88EB43AA0 id-el-56eaed6d-d096-453d-bd77-859ddb13a990 Product Design Requirements /diagram/EAID_5C7B63C1_CE1B_4237_91DE_12F29201E250 id-el-5e0645c8-748a-4af3-8551-e641877e41f9 Chargeback Requirements /diagram/EAID_52EBFD8E_CFDA_418c_B17B_9957ABE70678 id-el-65afb71d-1a9f-451b-acd0-1968ab35a21c Test Requirements /diagram/EAID_95C88BA5_1FA4_41f0_9991_9C854DA730B1 id-el-6b33b169-830b-4058-b52d-7baa15445119 Incident Requirements /diagram/EAID_960A9B0B_35FD_4473_92DA_9EB714B6B166 id-el-71f35e5c-2da3-49bd-806b-e9689fb1d78f Source Control Requirements /diagram/EAID_E5098EFE_2992_4253_AE76_E69E16A66494 id-el-83581dc1-bd94-4f97-994e-0276cef7816a Investment Requirements /diagram/EAID_FE5B307C_77DB_47f5_8002_E0EFEFBC35A5 id-el-86140281-4e85-44cf-bb3c-e19d88bd6024 Fulfillment Orchestration Requirements /diagram/EAID_D265F80C_3F66_4d42_A0C2_6197558D97D5 id-el-86e989ac-15b1-4250-9ec4-18f3b6faf430 Offer Requirements /diagram/EAID_60EE61B5_5104_473a_985A_27A715C4CE5A id-el-871d6b86-e4b0-487d-828f-8abb6b5aea1b Order Requirements /diagram/EAID_33B05532_9C37_4c85_9EE0_FCDCF68F49A9 id-el-927f67b7-76ce-4b7f-a194-3e809e6547bc Proposal Requirements /diagram/EAID_4F76B1BA_1607_4142_8E43_3CE2DA484FAA id-el-96553f29-995a-4b5c-837c-7d9ab819eb20 Policy Requirements /diagram/EAID_2F20B8BA_EDCF_468a_8CD1_3D02B753B108 id-el-9913e96b-1fe2-4988-9548-929d7a55eda6 Change Requirements /diagram/EAID_2FB8FE36_C59D_4744_83FC_64D90FA7CCD1 id-el-997b4b09-9ced-45c0-8d9c-847933bff02d Monitoring Requirements /diagram/EAID_6F069964_5ECC_47c4_A601_FC0769B29298 id-el-9f7ce1e5-aae6-4fac-a79a-dce063d1ebe8 Diagnostic & Remediation Requirements /diagram/EAID_FCEC058B_A5F3_4461_9722_579B0BB61B7F id-el-a15ffcd9-a9f2-482d-b3b5-b467eee857e2 Composition Experience Requirements /diagram/EAID_76887C2A_4CD4_4c74_818B_8EB4ABEA60D5 id-el-a8724e5d-b181-4802-ad51-13ed7c3a0a79 Release Composition Requirements /diagram/EAID_61BD572A_278F_49ea_AEDF_E701876BAA58 id-el-ab006b9e-157a-4d7a-9dd2-42c8f78eff95 Enterprise Architecture Requirements /diagram/EAID_D0855B72_CB05_40cb_9CA3_EDB59A4C62EB id-el-d7f46eae-6c9f-48cb-9caa-9639ae0d222d Product Backlog Requirements /diagram/EAID_B1FEF56B_C33B_4667_8786_C0EF72828E45 id-el-dae431f4-5e02-4ef1-96cc-a8875388fb2e Portfolio Backlog Requirements /diagram/EAID_8DE1CC7F_9165_4461_A47A_8F3C6F221AF8 id-el-eca92d45-df97-48a5-9bfa-c66949a810dc Event Requirements /diagram/EAID_0700A121_AEE1_417c_A60A_77D55E58AE97 id-el-eeaa4aba-e971-436a-bf45-02247817dc1e Defect Requirements /diagram/EAID_6469AFA5_FC61_44bb_83B4_59C52D966D39 id-el-f2788cab-8f79-46d0-b3de-510be808d102 Improve Ability to meet customer expectations id-1229ef2a-dc3d-4066-9179-582702e3c6da Operatio-nal Goal id-38555183-38b3-4a1d-beb4-a1828574658b Improve operational performance id-514b1ead-4b44-4ef6-b50e-b662ea0d390a Improve external service provider compliance id-51639437-4977-4909-abcc-bb5f81bd8b49 Reduce Cost id-5572dca0-11af-44dd-ad55-e8c0840ee1c1 Purpose of Offer Consumption Component Purpose Present service offers to various service consumers. Facilitate consumption/management of and payment for IT services rendered. Utilize the User Profile to present a personalized experience which includes consumer-specific information such as personal preferences, location, or job function. Present consumable offers derived from Service Catalog Entries with associated descriptions, pictures, prices, and purchasing options to prospective consumers. Enable consumers to manage their Subscriptions by:  Viewing Subscription/service status, costs, usage, etc.  Adding new Subscriptions, ordering new services, or service instances  Modifying Subscription parameters (also known as upgrading/downgrading)  Cancelling/ending service Subscriptions id-633a9ec5-2b26-4ffe-9303-508f304d72ba Transfor-mation Goal id-6673cbcd-cb22-484f-aba7-e55f065b2a3a Purpose of the Engagement Experience Portal Facilitate service consumption by connecting any potential consumer with the right information, goods, services, or capability at the right time through a single experience, taking into account the consumer profile. Provide an intuitive experience that draws consumers in instead of being viewed as an inhibitor to productivity that is forced upon them. Provide a self-configurable experience (such as mash-ups) so that the different types of consumers can tune the experience to best suit their needs. Provide an interface supported across multiple devices such as smartphones, tablets, etc. Provide plug-and-play connectivity for components that need to be exposed through the portal. Components for connectivity include but are not limited to catalogdriven service consumption. id-f86db8b8-f66f-4eb8-8e58-1ab163018ab2 Remediate an Identified Back-End Issue In this scenario, the Operate value stream is triggered by an issue (a breach and/or vulnerability) or a potential future issue (triggered by a threshold breach) in the infrastructure, platforms, applications, user transactions, and/or behavior of the back-end network. The scenario ends with the outcome that the service remains operational without affecting consumer experience and within the boundaries of the Service Contract. The activities undertaken in the scenario include the detection, diagnosis, evaluation, and resolution of issues, alerts, and anomalies related to the performance, compliance, and security aspects of the organization’s back-end. * Performance remediation examples include: "`reactive`" event detection and correlation through the monitoring of the Digital Product Instance, system, and topology; "`pro-active`" event detection, through periodic service restarts, test transactions, or built-in self-healing capabilities; or "`predictive`" event detection, done by generating test events from the analysis of historical monitoring data and other data sources (e.g., business performance, social media, weather, etc.) to identify potential degradation based on predicted consumer behavior * Security remediation examples include responses to different types of attack, including unauthorized system access, phishing, password cracking, spyware, malware, Denial of Service (DoS) attacks, and more * Compliance remediation examples include inspections to detect compliance with the rules; for example, adherence to legislation, statutes, regulations, standards, policies, contracts, processes, procedures, and operational controls id-04ad053b-b7ff-438b-a846-09491c900993 Configure an Off-the-Shelf or SaaS Product for Use Off-the-Shelf applications and SaaS solutions need to be integrated in a business Value Stream and supporting infrastructure environments, which might include the configuration of the application software. The Scope Agreement contains the mandate to contract the software or SaaS solution with the vendor and configure the product to fit in the specific business Value Stream and supporting infrastructure. id-188e7dd5-3831-4237-a561-2bf51618e5cd Bundle Existing Service Offers The outcome of this scenario is to combine multiple existing Service Offers into a single Service Offer, so that customers only need to order a single Service Offer, instead of multiple Service Offers. Activities in this scenario are: * Combining and chronologically orchestrating/sequencing the Service Offers * Providing customer access to the Service Offer (views) * Promoting and informing the availability of the new bundled Service Offer id-19561d9d-5828-4007-81a9-39eef20a75ea Perform Digital Product Governance The trigger for this scenario is the Change Management of Digital Products. The outcome is a secure, quality, consumer-friendly, cost-effective Digital Product that aligns with Strategic Objectives, Architecture Principles, technology standards, and financial and policy constraints. Governance ensures the traceability of the Digital Product lifecycle information from Strategy to Development and into Operations. id-210c3f14-4fc4-4227-a89c-25208d95351f Deploy a New Product Release Version for a Digital Product The goal of this scenario is to plan, prepare, and update the existing Actual Product Instances. This ensures a stable Product Instance after the Deploy value stream is completed. The deployment strategy may depend on the Digital Product: some might require a maintenance window in which deployment can be executed, while for others a completely new version will be installed alongside an existing version. As every deployment should result in a stable Product Instance in production, there are some points to address: * To mitigate risk, the plan should include a "`point of no return`" in time, and a "`rollback to the last known good configuration`" plan + These should be addressed and practiced during the development of the Product Release. * During the execution of the deployment, stakeholders should be informed; for example, the monitoring events can be suppressed to prevent disrupting the Operate value stream id-2eef9f62-ec16-4c80-a45f-9559f29addc0 Disable or Remove Existing Product Release Instances of a Digital Product The goal of this scenario is to completely or partly disable or remove Actual Product Instances of a Digital Product. The deployment design (which is part of the Product Release) should provide information on the active Product Release that needs to be removed or undeployed, whereas the Operate value stream has the actual information on which related Actual Product Instances are to be disabled or removed. Removing a Digital Product might require changes to the Product Design, and, in some cases, customer data may have to be retained for a while and made available for the customer to view. Some of the components of the Digital Product can be removed, but new components may also be installed or deployed. id-37ff2c68-cb77-4469-8bd0-32d966285aec Ensure Disaster Recovery Objectives This scenario is about ensuring that any capabilities listed in the business continuity/disaster recovery plan can work within the boundaries of the Service Contract. The activities in this scenario, which are planned and triggered by the business continuity and/or disaster recovery plan activities calendar, include: detection, diagnosis, and remediation tasks related to the plan. The purpose of the activities is to ensure that recovery objectives (e.g., Maximum Acceptable Outage (MAO), Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO)) remain within the boundaries of the agreed Service Contract and BIA. Real-world examples of these activities include performing backups, ensuring plans and mechanisms for graceful degradation, removing Single Points Of Failure (SPOFs), validating recovery libraries, performing redundancy validations, testing backup sites, and performing running (scheduled or random) disaster recovery simulations. id-3d23a557-c96a-4449-842f-e4157ffdeede Investigate a New Digital Product Idea The trigger for this scenario is a Scope Agreement and an initial budget allocation to invest in a new Digital Product idea or enhancement that has a strong value proposition and alignment to one or more Strategic Objectives. The outcome is validation that the new product idea has a strong value proposition, alignment to one or more Strategic Themes, and will comply with technology standards and policy. The scope incorporates Portfolio Backlog Items for testing assumptions that may include a proof-of-concept, conceptual service, or an MVP to prove that consumer needs and problems can be addressed. Results retrieved from the proof-of-concept may lead to the refinement of Portfolio Backlog Items to continue researching the new product idea, or may result in a decision to reconsider, or rethink, a decision, and the reallocation or discontinuation of further investments and resources. This scenario may only be intended to validate a hypothesis and may not include the full operationalization of a Digital Product (for example, its inclusion in the Service Offer Catalog, automation using the Operate functions, or marketing it to consumers). <<< id-3fbf47b4-36cf-4504-9618-1f9a59796383 Order a New Desired Product Instance The outcome of this scenario is to look for, select, and obtain a new Actual Product Instance by means of ordering a new Desired Product Instance based on an available Service Offer; for example: * New Subscription * Stage a Build Package to an Actual Product Instance * Access to a business application id-4bcc207d-3287-427c-ba47-724d1b8250a3 Change an Existing Service Offer The outcome of this scenario is to maintain an up-to-date Service Offer for the consumers. The reason for the change of the Service Offer can vary. Recurring Change activities are: * Change of charged service price; e.g., annual service fee recalculation * Change of underlying terms and conditions; e.g., when the SLA changes * Change of the fulfillment or support plan; e.g., to include more automation * Change of access to the Service Offer; e.g., to change who can consume the service id-52fa0b8a-193d-40c4-9e88-5b9c86896309 Develop a New or Initial Product Release In this scenario a Product Release is developed which may be software and/or infrastructure and is developed in-house or (partly) sourced with an external partner. The approach may either be traditionally waterfall or iterative, which would imply that iterations have taken place inside the Design & Develop value stream stage. id-566f0042-e482-4a48-9295-bd93ae676f2f Optimize a Digital Product The trigger for this scenario is a Scope Agreement and an initial budget allocation that incorporates Portfolio Backlog Items for optimizing a Digital Product. The outcome is an enhanced Digital Product. The scope includes activities to optimize a Digital Product based on innovating new features and addressing Defects, mandates, and technical debt. The outcome is a Scope Agreement and resource allocation priority focused on Portfolio Backlog Items for implementing a release for an existing Digital Product. The scope includes the creation of an MVP/Minimum Marketable Product (MMP) release together with testing assumptions about the business model. Results retrieved from the MVP may result in a decision to continue and refine, to pivot and reallocate, or to discontinue further investments and resources. This may lead to a request to increase or decrease investment, a change to resource allocation, a change in scope, or a change in timeline. An MVP may only include quick enhancements to Digital Products, as small changes, resulting in immediate business value (time, resources, and scope). id-6f99bed6-6401-4659-9aa1-56c3387c7d76 Terminate a Service Offer The outcome of this scenario is to remove a Service Offer from the catalog and stop it from being ordered in the future. This scenario can be executed when the all-encompassing Digital Product is terminated, but it can also be executed in a normal release cycle of a Digital Product, when new versions of the Digital Product become available. Activities in this scenario are: * Marketing and promotion of the termination of the Service Offer; this could include promotion to, for example, a new or replacement Product Release * Change the Service Offer validity * Remove customer access to the Service Offer (views) id-7a8ccf6c-1e6d-4381-a7a0-2fd70c67318c Perform Scheduled Maintenance Release a New Service Offer The outcome of this scenario is to provide the consumers with the possibility to request a new Actual Product Instance of a Digital Product or to request a new form of support on an Actual Product Instance. The following activities are part of this scenario: * Link the Service Offer to existing (via deploy/deployed) support/fulfillment plan(s); this includes linkage of the Service Offer to its internal and external support or fulfillment parties * Provide customer access to the Offer (views) * Promote and inform the availability of the new Service Offer id-827b5004-f53c-46ee-b54f-83463f50ce34 Deploy a First Product Release for a New Digital Product The goal of this scenario is to plan, prepare, and execute the deployment of the initial version of the Digital Product. Part of the planning is determining the priority, assessing the risk and dependencies, and scheduling the time slot. The information used for the risk assessment will be limited as this is the first release of the Digital Product. However, during development, information from earlier deployments in non-production environments should provide the necessary information to minimize risk. Since no customer is using the Digital Product, available time slots might include office hours. The available capacity for dependent Digital Products can be checked, and IT assets requested if needed. The deployment schedule must consider any dependencies on the Orders required to allocate the necessary Resources. <<< During execution of the deployment, the Service Contract will be activated; this requires instrumentation of the data for the metrics that will be collected to measure the Key Performance Indicator (KPI) targets. Additional training of specialists involved in the Operate value stream are performed, although it is advisable to train specialists before the Product Release is finalized. Knowledge Items are created based on the Defects and test results (e.g., metrics from performance tests). id-8c5059ff-20e7-4ea9-ac7d-6bdedb184104 Remediate Consumer Front-End Issue This scenario is triggered when an issue is raised by or through the service desk. The outcome of the scenario is restored consumer experience, normal service operations, and service delivery to the consumer within the boundaries of the Service Contract. The activities of the scenario include capturing/detecting, diagnosing, resolving, and evaluating any service interactions raised and escalated by consumers or the service desk. This might include service interactions which have been generated by users or by the service desk, and have been subsequently escalated into an Incident, requiring second or third-line handling for remediation. In cases where handling is not or cannot be performed due to operational decisions or lack of capacity, the risk of working outside of agreed boundaries will be logged and communicated with the consumer and can be input into the Evaluate value stream. id-96fe3890-fb28-4915-b544-1da42e2106d5 Order an Actual Product Instance Modification The outcome of this scenario is to look for, select, and obtain a modification to an Actual Product Instance; for example: * Changing a Subscription * Changing an asset * Changing an Actual Product Instance * Lifecycle management actions to an Actual Product Instance (e.g., start, stop, scale up) * Changing access to a business application This scenario as such will influence the usage (and chargeback) of the Actual Product Instance. id-9bc8dd8e-ca54-44c5-9f63-7861a1a1555e Remediate a major Event or Incident This scenario is triggered by a major event (e.g., full system outage, significant application failure); its outcome is that the service is restored within the boundaries of the Service Contract. The activities undertaken in the scenario include the correlation of Events/Incidents to identify (detect) that a major Event/Incident has occurred, collaboration with multiple teams to perform research and analysis to determine the underlying cause of the issue and to establish a remediation plan (diagnose), and the execution of remediation plans by those involved to resolve the major Event/Incident and restore services. Order an Actual Product Instance Termination The outcome of this scenario is to terminate a running Actual Product Instance; for example: * End a Subscription * Return or decommission an asset * Decommission an Actual Product Instance * End access to an application id-a9bde28a-2e76-47db-a3c3-af91d34ef4ac Rationalize the Product Portfolio The trigger for this scenario is a business requirement to rationalize and balance the Digital Product Portfolio. The outcome is a Scope Agreement and resource allocation focused on Portfolio Backlog Items for the portfolio rationalization types: Retain, Replace, Re-Build, Retire. Based on the rationalization type a Digital Product is left as-is, substituted, modernized, or decommissioned. Rationalization is imperative to maintain a healthy and balanced portfolio by minimizing Digital Product technical debt and capability redundancy. id-abba2e21-91b7-42a2-8956-d9a098cfa27f Deliver an Emergency Change or Hotfix The Integrate value stream can be triggered by the Operate value stream in case a Defect needs to be created. The Build Package of the Digital Product in Operations is changed to fix the Defect, after which a new Product Release is delivered. It will be investigated whether this fix also needs to be applied (backported) to the newest Product Release under development (to prevent regression issues). id-c780e0fc-43a4-4dd0-bc6c-ec9ddfdd5445 Retire Digital Product The trigger for this scenario is a Scope Agreement and an initial budget allocation that incorporates Portfolio Backlog Items for retiring a Digital Product. The outcome is a decommissioned Digital Product. The scope includes activities to mitigate negative effects on consumers, impacts to dependencies, the re-allocation of resources, and the archival of data. Reasons for retirement may be driven based on technology debt, cost, duplication in the environment, lack of interest or use, or other valid reasons to no longer maintain a Digital Product. It is important to retire Digital Products that are no longer in use to reduce the complexity of technical environments. id-c9591946-b7b1-4aa7-8f83-7b7460fea8fd Order an Actual Product Instance Support The outcome of this scenario is to look for, select, and obtain support for a running Actual Product Instance; like a support request. This scenario supports omni-channel principles to get access to the desired support. Next to that, self-service concepts are used to limit the interaction flow to people and provide direct remediation. id-d2370d9c-000c-4ca3-a6a3-e5aa522d3e13 Consider a New Digital Product The trigger for this scenario is a business requirement for a new Digital Product. The outcome is a Scope Agreement and resource allocation focused on Portfolio Backlog Items and Strategic Objectives, indicating there is a strong business case for a new Digital Product. New Digital Products are often considered when a new technology is introduced in the marketplace that may solve a business problem; when technology becomes obsolete and needs to be modernized; or when a new business niche is desired. <<< id-d9749b52-0f6a-4802-acec-7869a1d5b01d Plan Product Portfolio Investments The trigger for this scenario is a portfolio planning increment. A portfolio planning cycle can be in weekly, monthly, or annual increments. The Product Portfolio provides information about the health of existing Digital Products and new product strategy. This information supports decisions for investing or reinvesting in products and services. The outcome of a portfolio planning cycle is a Scope Agreement that provides the required scope and funding for portfolio-related concerns. Digital Product-specific concerns are delegated to a Product Manager and Digital Product stakeholders for refinement in the Explore value stream. Big strategic initiatives and cross-product content are funded and governed at the portfolio level in the Evaluate value stream; while smaller product investments are better managed at the product level in the Explore value stream. id-e29740fc-13a6-4794-85c0-5833b257e697 Refine Digital Product Feasibility The trigger for this scenario is a portfolio level Scope Agreement with a decision to invest in a new or existing product. Product planning cycles are conducted to further detail the budget, resource allocation, and feasibility for planned and accepted Portfolio Backlog Items. The outcome is a product level Scope Agreement that further details the scope and budget for a Product Design and the optimization of business outcomes. While big strategic initiatives and cross-product content are funded and governed on the portfolio level in the Evaluate value stream; smaller product investments are better managed at the product level by the Product team in the Explore value stream. id-f131c9fa-14ba-45e8-b8a4-7b1e9563c5a1 ProFit IT Request Portal id-1d7405ee-dfaf-4feb-ade7-0dc3bab676b0 ArchiSurance Cloud Request Portal id-641bb730-ae66-4dda-a3fe-1297f4e48cc3 ArchiSurance IT Request Portal id-9090ed43-ae53-433e-8813-0fbdc86724bd Transition Deliverable id-bf9e5f8d-6508-4110-a406-57a84dc45f65 Begin IT Request Portal Consolidation id-26033b82-dc11-4492-8cb7-1c3cac00a194 TS 1: New Request Portal id-0752f193-0b34-4888-93d7-90b606a4debb TS 3: One Cloud Request Portal id-2d87bc8f-47fc-48fb-8827-ccafa237639a TS 2: PRO-FIT Request Portal id-3d44c85f-b67f-4b31-b45c-cade75a240aa Operation state id-45d32985-224e-49ef-a3dd-fc2a3a47159b Target State: One Cloud Based IT Request Portal id-4daa91c4-b104-4786-b8c3-b63eedaeff9d Baseline: 6 IT Request Portals id-c8c0cd4f-72be-48df-8f27-8afcc10c6aa6 Setup New Request Portal id-0b930d7d-f23e-484e-a96c-54e664d906bc Consilidate IT Request Portals id-111bbf51-a207-4771-8986-0aad41be8735 Transition Step id-1271fd60-9b42-432d-b370-0e6f1811f151 Consolidate Cloud Request Portals id-2063aa5a-238b-4a32-85a6-5269bb57f28b Migrate PRO-FIT Legacy Request Portal id-ec2aeb50-a8c4-482b-b818-65fe3be49aa4 Assure The ((Assure functionality)) centers around monitoring, configuration tracking, event correlation and diagnostics. 80 id-02ed55f2-13e0-4a01-a1ad-f3ec92721941 Extended id-04f6c14d-c95f-4c05-8a79-21aaebb87e8c IT4IT RA Examples id-051b225b-cce1-472f-a997-27d4285e084b L2 Grouping Capability Group id-0d3d0714-7856-4a36-8175-1b8db7517e96 Functional Components Serving Release Legally Yours id-1bb8d079-b1c4-40d8-b502-e96848b364f1 ArchiSoft id-2a5cf8a5-81a9-4754-b053-2a8413f787b8 Strategy The ((Strategy Function)) is centered around managing and evolving the digital strategy. 10 id-2e8a3dd7-8d9c-4733-ba1c-93a387e6ac23 Collaboration & Communication The ((Collaboration & Communication function)) supports many other IT4IT Functional Components by enabling optimal collaboration and communication between the various stakeholders and parties within the ecosystem. This includes internal and external collaboration with all parties in the digital ecosystem. In a modern digital work environment it is essential that all people and teams work together in a transparent way, with a high visibility of work and maximum support from the right collaboration tools. Most of these collaboration tools are part of enterprise-wide collaboration tools (including email, chat, collaboration and communication platforms, etc.). The Collaboration & Communication function contains various functional components to support for example: * Online collaboration (such as Slack(TM), Cisco WebEx^(R)^, Microsoft Teams(TM), etc.) * Email and chat * Alerting and notification systems (information stakeholders in cases of critical issues) This function maintains the different communication channels, involved stakeholders, and their communication preferences. This function needs to be tightly integrated with functional components within the digital enterprise, such as: * Publish status updates of new builds, test results, and releases to stakeholders * Provide alerting/notification in case of Incidents and support major Incident collaboration * Event notification or alerting (for stakeholders to subscribe to relevant Events) * Support collaboration between teams to resolve Incidents and Problems id-31401414-6312-4890-a46b-8c2825ce2355 Functional Components Serving Evaluate Develop The ((Develop functionality)) is centered around the development, enhancement, and maintenance of Digital Products. 30 id-412fd312-41a4-4e94-bcd3-8c891b062fe3 Supporting Function id-42da4238-35a3-4a70-a3f6-a60223732fa3 Class Models id-59417264-351c-49d5-b638-811b4aaf3018 Funtional Components Serving Operate Consume <<< The ((Consume functionality)) is centered around making it easy and efficient to consume digital services. 50 id-821c4fbf-46a3-4fe9-b3ed-9c77787a21d0 Functional Components Serving Consume Test <<< The ((Test function)) is centered around verifying and testing the Source, Build Package, Product Release, and associated documentation to ensure the product meets the Requirements and adheres to standards and policies, such as those related to security and compliance. 40 id-948709fc-cbb2-4e5b-803c-5c873dd1061a Support The ((Support function)) centers around Incident, Problem, and Knowledge Management, as well as tracking service objectives. 70 id-948b15e1-43e4-4353-ae5e-21f2a6eb4024 Implementation of IT4IT Functional Components and Data Objects id-96d6b3a8-2864-4b42-9de0-d2221db106fc Non-Normative id-abc6bd5c-9139-42fe-9bd4-9e6553b28d11 Grouping id-b319c072-4a35-4fd8-abe6-7756fb583607 Home & Away id-b84535e0-90d8-4c0c-b453-9840ccccbf44 L1 Grouping id-c43c6c51-50e2-4240-9bd6-93c8ad7aa839 PRO-FIT id-c5e2dd09-c29d-40c8-8ad9-35f1de11bcbe L3 Grouping id-c637cffa-c324-4411-96bd-cbb4960b885e Functional Components Serving Integrate IT4IT The IT Value Chain is the series of activities that IT performs to add value to a service. The IT4IT Reference Architecture breaks down the activities in the IT Value Chain into four key pillars for IT – the Service Model, the Information Model, the Functional Model, and the Integration Model. Together these provide the prescription for the essential elements that IT must control to manage a service through its lifecycle. Each IT Value Stream is centered on an essential element of the Service Model and the constellation of key data objects (Information Model) and functional components (Functional Model) that support it. Together, the four value streams play a vital role in helping IT holistically manage the full service lifecycle: - The Strategy to Portfolio (S2P) Value Stream receives strategic demands for new or improved services from the business or IT itself and develops the Digital Product to represent the new or enhanced service that is requested. The Digital Product is the bridge between business and IT in that it provides the business context for the service along with the high-level architectural attributes. - The Requirement to Deploy (R2D) Value Stream receives the Digital Product and designs and develops the Product Design with more detailed requirements that describe how the newly requested service and its components shall be designed. The Product Design can be thought of as a user-friendly name for the “service system” to be created/enhanced which delivers the value to the business. The Product Design and designs lead to the creation of a Product Release which is further described in Service Release Blueprints which ultimately describe how the service will be instantiated when delivered. The R2D Value Stream sources (builds, buys, or rents), tests, and delivers the deployable service (Service Release Blueprint) to the R2F Value Stream. - The Request to Fulfill (R2F) Value Stream receives the Service Release Blueprint and creates Service Catalog Entries which represent how the service is technically delivered. Service owners build out Offers based on what technical capabilities (Service Catalog Entries) are available. The Offers are viewable to the consumer and can be ordered for a set price and service contract as detailed in the Offer. Once ordered, the R2F Value Stream is responsible for the tasks to transition the service into production where the D2C Value Stream picks up the operational activities of the service. - The Detect to Correct (D2C) Value Stream provides a framework for integrating the monitoring, management, remediation, and other operational aspects associated with realized services and/or those under construction. It also provides a comprehensive overview of the business of IT operations and the services these teams deliver. Output from the D2C Value Stream enters the lifecycle as new demands within the S2P Value Stream. Each value stream encapsulates the capabilities that are necessary to manage the service lifecycle. These capabilities are realized as a set of functional components and data objects. Functional components are the smallest technology unit that can stand alone and be useful as a whole to a customer. Functional components must have defined input(s) and output(s) that are data objects and it must change or advance a key data object (e.g., state change). Data objects represent tangible, non-trivial data items that are owned, consumed, produced, or modified by the functional components. Key functional components drive core activities within a value stream. Auxiliary functional components are not dedicated to a single value stream and provide relevant data objects to key functional components. Typically, functional components control a single data object or Service Model entity. Relationships between functional components are controlled through input and output data objects. While the IT4IT Reference Architecture supports various types of integration, this document focuses only on the data-centric integrations referred to as “system of record”. System of record integrations ensure the consistent management of the lifecycle for individual data objects, as well as ensuring that the data objects are consistently named and cross-linked through prescriptive data flows between functional components. The IT Value Chain and IT4IT Reference Architecture are focused on which functional components and data objects are on the critical path for IT departments to have in place to manage the service lifecycle. The IT Value Chain context is not an exercise in improving IT processes, IT capabilities, or existing industry standard best practice models. Instead, the purpose of the value chain framework is to drill down into the supporting framework upon which those processes and capabilities run and then detail the key elements within and across the value streams that will become critical in the tooling required by IT. The processes in use may change but the underpinning data objects and functional components required to define, develop, and release a service remain the same. Ultimately, IT departments can leverage this functional component-based and data object-based model to define common tooling, drive more predictable quality and delivery, and ultimately realize these goals faster than trying to “go it alone”. While the IT4IT Reference Architecture is represented as an end-to-end lifecycle, its actual implementation supports iterative development. There is no assumption that any given development initiative follows all steps in the lifecycle; /diagram/EAID_407D8F7D_CADA_4e8a_8F88_51095CE33E22 EAID_48AC054A_EB41_4ef6_878F_6F6354FD36F8 Workforce Management The ((Workforce Management function)) (for digital) supports the HR Management aspects within the digital delivery model. The Workforce Management function is part of the overall Workforce Management function within an organization. In a digital ecosystem it is important to support employees in their career, providing coaching and training, as well ensuring the resource portfolio, skills, and competencies are aligned with the strategic direction. This function defines the functional components and data objects which need to be integrated with the digital delivery model. This includes, for example: * Onboarding and off-boarding employees * Maintaining team administration (defining the teams and related Digital Products) * Supporting Product Portfolio Managers and product owners with resource planning, and allocating resources to teams * Monitoring and evaluating employee satisfaction * Maintaining a competency and skills framework * Defining job profiles and their associated roles and responsibilities within the Digital Value Network (such as the Digital Product Manager) * Supporting employees with HR-related questions and issues * Supporting employees in their career, providing coaching and training * Identifying and planning training associated with the introduction of new (or modified) Digital Products Examples of the information part of this function are: * Employee (including external contractors) linked to an Identity in the Identity functional component * Job profile and associated roles (linked to the employee and the Identity functional component) * Team (e.g., DevOps or support teams) related to the Digital Products (and linked to the Identity functional component) for access management * Resource allocation of employees to teams 930 EAID_4F96EEB0_9B27_4aa4_A5AE_F0F10E25633E Detect to Correct *Description* The Detect to Correct functions, informally referred to as "`Run`", provide a framework for the operation of Digital Products, supporting the running services and systems while assuring that all running services are operating within stated boundaries and in a secure manner. The Detect to Correct functions also provide a comprehensive overview of the business of digital operations and the services delivered by an Operations team, including security operations. This viewpoint provides an understanding of the inter-relationships among its many domains, and responsiveness to business requests and requirements. The Detect to Correct functions bring operations functions together to enhance services and efficiencies &#8211; thus reducing risk. The Detect to Correct functions contain the following functional components: * Support functions: ** Incident component ** Problem component ** Service Level component ** Knowledge component * Assure functions: ** Monitoring component ** Event component ** Configuration component ** Diagnostics & Remediation component The Detect to Correct functions accommodate the technical inter-relationships and inter-dependencies required to fix operational issues and improve the ability to support business objectives by providing agility, increased uptime, and lower per-service cost. *Related Value Streams* The following value streams use one or more functional components from the Detect to Correct functions: * Evaluate * Consume * Deploy *Business Benefits* The Detect to Correct functions enable organizations to increase efficiency, reduce cost, reduce risk, and drive continuous service improvement by defining the data objects and data flow required to integrate the operations of multiple domains. The key benefits of using the Detect to Correct functions are: * Increase efficiency and reduce cost by: ** Focusing responses based on causal factor, priority, and business impact ** Increasing the sharing of information and the reduction of multiple entries of the same data ** Creating a prescriptive data flow between Event, Incident, Problem, and Change ** Centralized Event Management for faster analysis ** Automation between and across business functions ** Knowledge management and self-service linkage ** Driving Service Monitoring configuration and predefined Knowledge linked to the Deliver functions ** Improving the speed at which issues with an Actual Product Instance are identified ** Driving operating/service level targets ** Improving the speed at which issues with an Actual Product Instance are proactively identified before the service impact is severe * Reduce risk by: ** Sharing consistent data and configuration information between operational silos ** Prescriptive data flow and data objects ** Defining business impact ** Reducing the need for best-guess routing and clannish knowledge ** Implementing network security to minimize intrusions that cause DoS, viruses, and theft or corruption of data, and to minimize risk exposure ** Identifying attack signatures that can disrupt operations and affect compliance ** Clearly defined ownership ** Increased uptime by reduced MTTR ** Creating a consistent way of managing service level (SLM) definitions, measurements, KPI calculations, and reporting back to the proper Product Manager or Consumer ** Performing Threat and Vulnerability Assessments (TVAs) ** Providing an audit trail * Continuous service improvement: ** Defined data objects to be shared with Problem Management ** Using this accumulated Knowledge as input into the Strategy to Portfolio functions ** Improved management information and decision-making The Detect to Correct functions provide the ability to efficiently manage operations by monitoring key services, correlating and appropriately escalating Events, sharing knowledge, managing (resolving) Incidents and Problems, tracking the Actual Product Instance and its interdependencies, and doing all of that in an automated way. It ensures that functional components used by groups can work together efficiently, through well-defined control points and data objects, to govern and run operations. /diagram/EAID_62655278_8587_48ac_9E48_11F1BCFE277D 40 EAID_52A38EAB_91C6_4b11_8386_24566FB230A2 Intelligence & Reporting The ((Intelligence & Reporting function)) provides data management, analytics, and reporting to support the various functional components within the Digital Value Network. A data-driven approach is needed to manage the new digital ecosystem, providing insight, transparency, and traceability for continuous improvement. This function provides a consolidated view of the data provided by the different functional components in the Digital Value Network. The context of the data is provided by the Digital Product Backbone. The Intelligence & Reporting function typically leverages the company-wide data analytics and reporting functionality (such as data lake or reporting tools). However, for managing Digital Products, specific Intelligence & Reporting solutions need to be implemented and configured. The Intelligence & Reporting function for example the following sub-functions or features: * Define and manage key metrics and KPIs (such as those related to value, risk, cost, compliance, and user experience) * Publish a standard data catalog and associated definitions (and master data sources) * Define data governance and data ownership * Collect and consolidate data from the various functional components (e.g., into a data lake or operational data store) * Provide data analytics and reporting functionality * Support the various functional components in their reporting and analytics needs (e.g., service level reporting for the Service Contracts) Examples of information managed by the Intelligence & Reporting function are: * Metrics and KPI * Reports (e.g., service level reports) EAID_6D150208_28B9_4c4c_BBA3_46AFD022EA2D Request to Fulfill *Description* The Request to Fulfill functions, informally referred to as "Deliver", represent a modern, consumption-driven engagement model that goes beyond the traditional service request management. It is a framework for connecting various consumers (business users, technology practitioners, or end customers) with the goods and services that they need to drive productivity and innovation. It fosters service consumption and fulfillment, service costing, knowledge sharing, self-service support, and collaboration between communities of interest to improve the overall engagement experience with IT. Many organizations use multiple technology services and/or service catalogs to address the needs of their consumers. The Request to Fulfill functions bring these different catalogs and consumer personas into a single consumption experience, thereby eliminating complexity and confusion for consumers in browsing through multiple service catalogs to choose what services they need. The Request to Fulfill functions contain the following functional components: * Consume functionality: ** Consumption Experience component ** Identity Management component ** Offer Management component ** Order component ** Chargeback component * Fulfill functionality: ** Change component ** Fulfillment Orchestration component ** Resource component ** Fulfillment component ** Usage component One of the main objectives of the Request to Fulfill functions is to drive the system of engagement by facilitating a unified engagement framework between consumers and the other related IT4IT Functional Components. Below are some of the system of engagement key goals: * Drive the consumption through the unified aggregated catalog * Enable collaboration between communities of interest * Obtain support through a self-service interface * Access knowledge that enables them to be better informed about services offered by IT *Related Value Streams* The following value streams use one or more functional components from the Request to Fulfill functions: * Release * Consume * Deploy *Business Benefits* The Request to Fulfill functions place emphasis on time-to-value, repeatability, and consistency for consumers looking to request and obtain services from IT. It optimizes both service consumption and fulfillment experiences by delineating between the creation of offers and catalog aggregation. The Request to Fulfill functions enable the aggregation of catalogs and Service Offers from multiple service providers into a single consumption experience. Therefore, while there is complexity on the delivery side in managing the various catalogs and Service Offers, it is not exposed to the consumer and the ordering experience is seamless and inviting. This also enables effective chargeback and service costing mechanisms, a key requirement in a multi-sourcing environment. The key benefits of using the Request to Fulfill functions are: * Provides a blueprint for increasing business innovation velocity by facilitating a service Consumption Experience that allows consumers to easily find and subscribe to goods and services through a self-service engagement model * Provides a functional framework that delineates between a single Service Offer Catalog and Identity Management and Consumption Experience portal to reduce complexity in the consumer experience * Provides an architectural foundation for moving from traditional request management to service brokerage that increases both business and effectiveness * Increased fulfillment efficiency and consistency through standard change deployment and automation * Provides holistic visibility and traceability across the service subscription, usage, and chargeback to improve Financial Management * Enables increased cost optimization; for example, by canceling expired Subscriptions and reclaiming resources, Subscriptions, and/or licenses that are unused /diagram/EAID_BF6D2694_5142_4043_B432_29D052B12C7F 30 EAID_7991AFF7_91EE_4905_BEFD_1A21A82C0926 Supporting The ((Supporting Functions)), shown in xref:fig-supporting_functions[] and defined as part of the IT4IT Reference Architecture, underpin the Digital Value Network and often support multiple value streams and functional components. They are key enablers for managing Digital Products. These Functions are aligned to the Digital Product lifecycle to support the effective delivery of common outcomes and goals. They are typically related to, or are part of the enterprise Supporting Functions such as Finance, HR Management, and Procurement. However, these shared enterprise functions often need specific extensions or even dedicated tools (and integrations with other functions within the Digital Value Network) to manage Digital Products. For example: * Calculating the service cost of Digital Products based upon actual consumption and usage (which requires integration with the Digital Product Backbone) * Allocating and managing budgets associated with the delivery of Digital Products (e.g., allocating budgets for Digital Products) * Managing relationships with service providers and vendors involved in the Digital Value Network (such as SaaS and IaaS vendors) * Managing contracts and purchase orders linked to the Digital Product Portfolio, Orders, Service Contracts, and Actual Product Instances * Managing risk and compliance related to the Digital Products * Providing data analytics and reporting in the context of Digital Product delivery * Providing common communication and collaboration functionality (which need to be integrated into the digital delivery model) The Supporting Functions consist of functional components and data objects that are essential for delivering and managing Digital Products. They are necessary to optimize value while managing risks, compliance, and costs. Although they play an important role in delivering Digital Products as a shared function, they are not defined in the IT4IT Standard as normative. The Supporting Functions will be defined in more detail in a future release of the IT4IT Reference Architecture. Each of the Supporting Functions is described in the context of managing the Digital Product lifecycle and highlighting the interaction between the functional components. /diagram/EAID_AD1DAAE2_0E4B_492b_A4EE_EF41B939D0BE 90 EAID_97CC8158_C82C_4028_A30D_21208DD50C0F Requirement to Deploy *Description* The Requirement to Deploy functions, informally referred to as "`Build`" enable the creation of high-value Product Releases for new and existing Digital Products that: * Are aligned with, and tested against, all new or modified requirements and features, including non-functional requirements such as security, risk, and regulatory requirements * Are deployable into standard catalogs, instantiated automatically for any kind of consumer * Are instrumented to support effective operational and financial measurement and management throughout the product lifecycle * Are packaged for immediate or future deployment through the Deploy value stream * Include all changes made to the Digital Product throughout its lifecycle The Requirement to Deploy functions support the creation of automatable Release Packages for all types of market-facing, internal-facing and foundational products including custom-built software, cloud-native applications, configuration of vendor solutions such as package-based software (COTS), SaaS, infrastructure products, and platforms used to host or support other Digital Products. <<< The Requirement to Deploy functions support all product engineering activities including technical design, requirements management, backlog and implementation management, sourcing, solution development and configuration, software maintenance, testing, defect management, and release packaging. The Requirement to Deploy functions are methodology-independent, supporting all approaches to creating Product Releases. The Product Backlog Items (e.g., feature, business requirement, non-functional) are abstractions of implementation tasks. They may originate as a Requirement, Portfolio Backlog Item, Policy, or Problem; or may arise directly within the implementation team during solution development work. Regardless of methodology, the Requirement to Deploy functional components and data objects remain constant. The Requirement to Deploy functions contain the following functional components: * Develop functionality: ** Product Backlog component ** Requirement component ** Product Design component ** Source Control component ** Pipeline component ** Build Package component ** Release Composition component * Test functionality: ** Test component ** Defect component *Related Value Streams* The following value streams use one or more functional components from the Requirement to Deploy functions: * Integrate * Release * Deploy *Business Benefits* The Requirement to Deploy functions describe a prescriptive framework of required functional components, integrations and data objects so organizations can deliver better value, sooner, and safer with lower costs while improving the productivity of the product teams. <<< The key benefits of using the Requirement to Deploy functions are: * Reduced lead time of delivering Product Backlog Items (e.g., new features or resolving Defects or Problems) * Increased deployment frequency of new Product Releases + By using the same automatable architecture across teams (and by implication, standardized tools for the most automatable parts of the development and release chains), release frequency can be made more predictable and manageable. By ensuring that the Product Release includes all the content needed for automated instantiation, the Requirement to Deploy functional and data models provide an architecture able to decrease the time from committed code to live systems to zero. * More complete and more traceable testing capability, which should result in higher change success rates and reduced security risks * End-to-end transparency and traceability from requirement and/or backlog item to Product Release * Reduced risk due to Security and Compliance by Design + The Requirement to Deploy functions maintain the association between Policy and Requirement data objects throughout the product lifecycle. This persistent traceability enables designers to ensure that all non-functional requirements are accounted for, so that products are designed in accordance with standards and policies from sources such as Security Management, Governance, Risk, & Compliance, Legal & Regulatory, Enterprise Architecture, and Financial Management. * Improved interoperability, communication, and collaboration among involved stakeholders and teams (including external vendors) Applications and services may be sourced or developed in cooperation with many different parties, all of which work with their own processes and tooling. The Requirement to Deploy functional criteria define a standard for interoperability that enables digital organizations to enforce a consistent, standardized description of planned activities and interoperability of functions and data. * Standardized product development and delivery to the point where the reuse of service components is the norm The Requirement to Deploy functions enable the creation of consistently defined libraries of reusable artifacts by prescribing how to manage Requirements, Source, documentation, test scripts, Service Monitors, and other artifacts of the service development lifecycle as standardized data objects. The explicitly defined interfaces of the Requirement to Deploy functions means that access to such libraries can be extended across multiple organizations and locations. When access to these libraries is integrated with implementation tools such as Integrated Development Environments (IDEs), and supported by management direction, a dramatic increase in reuse becomes a realistic goal. <<< * Accelerate the sourcing and delivery of products and services through best practices such as: ** Reuse &#8211; manage, maintain, and leverage reusable components and services ** Automation &#8211; identify the core functional components and data required to streamline the Integrate value stream ** Collaboration &#8211; use data to institutionalize collaboration of teams involved in the development lifecycle /diagram/EAID_AB75C284_4F3E_4a3e_8266_D0D5B9B9C067 20 EAID_B1AE3BBF_E9BA_4efe_BB34_E6819298E2E1 Strategy to Portfolio *Description* The Strategy to Portfolio functions, informally referred to as "`Plan`", provide a framework for interconnecting the functions and data involved in managing a portfolio of Digital Products, enabling effective prioritization of proposed investments. The IT4IT approach replaces project-based IT investment practices in which unfiltered user demands often trigger suboptimal projects and most investment is for run costs that cannot be allocated to any particular user outcome. The Digital Product data object is the business description of a Digital Product and lies at the heart of Strategy to Portfolio functions. It records financial and operational outcomes, both as planned and as monitored. The Product Portfolio manages this data over the lifecycle of the Digital Product. Strategy to Portfolio functions manage the data governance, consistency, flows, and integrations needed to assure that Digital Product definitions are complete, robust, and actionable, and that they remain aligned and traceable to the organization’s Strategies, Policies and Roadmaps. Strategy to Portfolio functions enable the filtering and rationalization of demand signals into consistently defined Portfolio Backlog Items associated with new or updated Digital Product definitions. Evaluation of proposals to implement specific sets of Portfolio Backlog Items packaged with appropriate funding are formulated as Scope Agreements. Decision-makers can easily compare and prioritize these because Strategy to Portfolio functions enforce consistent data structures as well as traceability to Strategy and Policy value drivers. The Proposal function records these Scope Agreements and manages them over the life of the affected Digital Product(s). The information created and managed by the Strategy to Portfolio functions enables the effective design, creation, traceability, and management of strategy-aligned Product Releases by the Requirement to Deploy functions over the life of each Digital Product. The Strategy to Portfolio functions contain the following functional components: * Strategy: ** Policy component ** Strategy component ** Enterprise Architecture component * Portfolio: ** Portfolio Backlog component ** Proposal component ** Product Portfolio component *Related Value Streams* The following value streams use one or more functional components from the Strategy to Portfolio functions: * Evaluate * Explore *Business Benefits* The Strategy to Portfolio functions describe a prescriptive framework of required functional components and data objects so organizations can better control Strategy alignment to the Investment and Product Portfolio functional components. The key benefits of using the Strategy to Portfolio functions are: * Holistic portfolio view across the Strategy, Enterprise Architecture, Portfolio Backlog, Proposal, and Product Portfolio functional components * Portfolio decisions based on business priorities * Product lifecycle tracking through conceptual, logical, and physical domains * Re-balance investments between strategic and operational demand * Prioritized investment based on all portfolio facets including cost/value analysis, impacts on architecture, product/service roadmap, business priorities, and feasibility * Solid communication with business stakeholders through Scope Agreements and roadmaps /diagram/EAID_C6F67414_BFA7_4220_B26E_5ACC9D14286F 10 EAID_C2578FC9_1067_4793_A1D1_6508F07EE0A4 Financial Management The ((Financial Management function)) manages the financial aspects of the Digital Product lifecycle, including: * Funding of Digital Products (and related Scope Agreements) and managing budgets * Cost accounting for Digital Products (and all associated activities) * Maintaining Cost Models and calculating product costs (e.g., defined Cost Models, calculate costs based upon actual consumption) * Define pricing models for Digital Products * Provide billing (or cost allocation) to consumers The Financial Management function is part of/integrated with the enterprise-wide Financial Management function. This functionality supports the planning and tracking of the costs of managing the Digital Products throughout the entire lifecycle. The IT4IT Reference Architecture defines the flow of information for Digital Product delivery and offers end-to-end traceability for the Financial Management of Digital Products. The Financial Management function intersects with many functional components, including: * Proposal functional component: for allocated and monitoring budgets related to Scope Agreements * Product Portfolio functional component: for managing the lifecycle costs associated with the delivery of Digital Products * Monitoring and Usage functional components: to collect consumption and usage data * Chargeback functional component, to provide chargeback/showback of services consumed by customers /diagram/EAID_BBD4C6F8_29E6_4b3c_AF05_FC14DC8D3E9C 910 EAID_D6E321B6_B8E7_4532_9F3E_C49F1368F0C5 Sourcing & Vendor Management The Digital Value Network consists of an increasing number of vendors participating in the development and operation of Digital Products. It is becoming an essential function for an organization to be able to leverage ecosystems to create business value. This includes creating and maintaining a dynamic partner network of vendors involved in the end-to-end digital delivery model; for example, to enable the effective and efficient onboarding and off-boarding of vendors, as well as to manage the relationships with vendors. Vendors in the digital ecosystem are not just providers of services, software, or hardware, but are key partners in co-creating Digital Products and delivering value and outcome. The ((Sourcing & Vendor Management function)) is typically part of an enterprise-wide shared function; however, it requires specific experience, skills, and integrations in the context of Digital Product delivery. Examples of sub-functions within the Sourcing & Vendor Management function: * Contract Management (for Digital Products and services) * Procurement * Vendor Management This function enables researching and market intelligence, sourcing vendors, obtaining quotes with pricing, negotiating contracts, managing relationships (and key stakeholders), managing the contracts, purchase orders, monitoring and evaluating performance, managing issues and disputes, benchmarking, and ensuring payments are made according to the contracts and usage of their services. Examples of information managed within the Sourcing & Vendor Management function are, for example: * Vendor: managing the system of record of all vendors involved in the digital ecosystem * Contract: managing the lifecycle of contracts associated with the Digital Products and other data objects within the Digital Product Backbone (such as license records in the asset administration) * Purchase Order: related to the Digital Product Backbone and other activities such as Scope Agreements or Portfolio epics EAID_EF4C2EE3_3A05_4810_B737_025DC986FA29 Governance, Risk, & Compliance Managing risk and compliance is an integral part of the development and delivery of Digital Products. The ((Governance, Risk, & Compliance function)) ensures that security, risk, and compliance are fully embedded into the digital delivery network, including all involved parties and vendors. The ability to identify and manage risk in an increasingly complex digital environment has become a key priority in organizations. Organizations need to understand the variables that affect their business, so describing, classifying, managing, and mitigating risk factors is very important. Key concepts in this context are "`Secure by Design`" and "`Compliant by Design`" (including "`Privacy by Design`"). This Supporting Function needs to be integrated with the enterprise-wide Risk Management function. It includes the relationships with functions like internal audit, compliance, risk, legal, and finance. The Governance, Risk, & Compliance function ensures the transparency and traceability of the risks and compliance information related to the Digital Product delivery. It is tightly linked to the Policy functional component where the Policies and related control requirements are maintained. Examples of activities within this function are: * Define risk assessment methods * Maintain a risk register (and related mitigation plans and requirements) * Perform risk assessments to identify potential risks associated with Digital Products (and their releases and deployments) * Assess the risks of vendors in the ecosystem (vendor Risk Management) * Define and ensure mitigation plans and actions are implemented to reduce risks * Monitor and ensure products are developed according to defined policies and security requirements * Continuous monitoring and evaluation of compliance and managing deviations/exceptions * Audit management &#8211; perform audits to identify issues, exceptions, and determine improvement opportunities Examples of information managed by this function are: * Risk assessments, such as those related to BIA, TVA, and DPA * Risks (associated with the Digital Products, Product Release, or Actual Product Instances) * Vendor risks * IT audits and audit findings * Compliance evidence and compliance-related exceptions/issues * Risk issues (actual occurrence of a risk item) Examples of key relationships with other functional components are, for example: * Policy: to understand the Policies and control Requirements * Product Portfolio: to perform the risk assessments against the Digital Products (and associated Product Releases) * Requirements and Product Design: to ensure products are developed Secure by Design and Compliant by Design (e.g., Privacy by Design) * Portfolio Backlog and Product Backlog: to add backlog items needed to resolve risk-related issues, audit findings, and non-compliance records * Incident and Problem: to ensure risk issues/findings or compliance exceptions are handled by Incident and/or Problem Management * Test: to ensure that risk and compliance is part of the test execution * Sourcing & Vendor Management function: to manage the risk and compliance of vendors in the digital ecosystem * Workforce Management function: to 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Development Scope & Budget EAID_203DCB2E_158D_467b_A0A7_A32C1C6BA9A7 EAID_209F7EEE_3D8E_4a4b_A0E6_7AD265515883 EAID_218446AC_B8E0_4428_AA6D_9C5589349476 EAID_264EAED1_B2D6_4118_B6FF_B7B61E84117D EAID_267CAC80_AE84_4e29_A4C3_454BC9FF5432 EAID_2B073988_B76A_4465_8860_9D51E4F9C2CF EAID_3099614F_EF5F_4a2f_9310_9CF514AD27A9 EAID_321BBA24_F4CD_4b0f_81F9_DA95AD307E68 EAID_32F30A26_61BD_4d71_930E_812C3440A428 EAID_34C697E8_1C7A_4479_983F_372CB219D734 EAID_34CE44D8_2F42_4b59_8D34_19622848FDD6 EAID_3D18B113_1B08_4780_A2E7_6AB1A400540C Desired Product Instance - Service Monitor EAID_3DC3107D_BC81_4703_960C_38FA429FE20F EAID_3F85D9AE_CD24_4491_BC6D_8C38EBDB17F4 EAID_41CAB03B_0DBF_4664_BDDE_7B776DBEBD63 EAID_44625B7B_9303_4195_8E7F_6CC572245AB8 EAID_48712313_D85F_4122_9FC8_2B1CE13B6215 EAID_4AE383B7_99A4_477d_923C_3E65A4715FDB Subscription EAID_4B534741_5C2A_47d5_9466_5457229A49A1 EAID_4CE9FB19_94C9_4c0e_98FE_DC0A94630D43 Execute Runbook EAID_4D57CAEB_91BD_4d85_BF69_579256FB22A0 EAID_5A650699_20D5_4523_8176_FDE3DBC2CBA3 EAID_5AAC810B_4AAA_4d1f_BBD9_962B358E61B5 Provide Incident data EAID_62E563E7_BB1B_41d7_AB53_53C48EEF8CDA Incident-Problem EAID_667AFEBF_05F5_4684_B64D_6D18BC80F880 Orchestrate Change EAID_67127D79_2AFC_4713_B7FC_6C77199A5CE7 EAID_6A93B6BF_D0FE_4910_9186_78C912BBA96C EAID_6B3B4FC3_550A_4987_9DF2_78F3E15E161F Review Service Status EAID_6DF28E26_1B2C_470c_9BC9_E4F1A181E870 EAID_6E4FF721_E254_4631_BD59_2AF54E9C9F2B EAID_6ECB138E_C8A1_4028_94EF_6BFA4671E78E Requirement EAID_6F4152C3_458D_4016_8EDA_98CEBE4F9A67 EAID_70DC3975_0E5F_4e5c_8ED6_B7D1532C742B EAID_70E0937B_09F7_42ff_BDD7_8B7A57D93F21 EAID_7687D10B_9744_4b72_8B97_44065A1E4AD5 EAID_779884F2_B9CD_4510_9F52_C3E2EBF68627 EAID_78768F7C_6FBE_4120_A7FD_5CA5A807F3A9 Create Change EAID_7CF4D131_3BA6_4d4b_8702_F33695601583 Release Package EAID_7EAE3DF8_9AC9_4dc7_B871_E31712BAF8B5 EAID_801E67F7_E5E3_42e9_A10B_33AEC08DF5CA EAID_80BF4227_4C54_4be0_A5B1_2032B1927C8D 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EAID_B66368EB_8ECB_47ca_8110_163F6E3CB1E1 Log - Usage Metric EAID_BB7BE308_5DDC_4141_8038_7B5E531ECF3E Chargeback Record EAID_BB8F4EDB_9AA8_4034_9E7A_CD6B0EDB585B Problem - Defect EAID_BE125366_DD3C_4275_B990_30C1BA4CEA8E EAID_C0BD57B2_26AF_462f_8E3D_F45ACBB851E3 EAID_C3D475BA_6475_4a42_88E5_1DF431E500A9 EAID_C545C631_506A_4a1a_B1A6_D946910EF56F EAID_C87112B3_E914_41d5_A0DF_BC686B988FEF Charge Back Record EAID_CB321A70_ABB7_43a7_AAAB_1352A347AA02 EAID_CD249353_7021_40ac_B859_8C651CEA65AF Estimated Budget EAID_D117638F_FA78_45ad_B49B_8D0545CD8AFF EAID_D376374F_8314_48cf_94CC_D40EE7051BBF EAID_D5D27EAF_7766_46be_A517_96E877C9715A Problems EAID_D6F132D8_B88B_4fdf_94AE_B5F2A8541CCC EAID_D8492D71_C80F_47af_ACD4_19CA1D9E3C2A EAID_D9590AD1_9C9B_479f_A3AE_C613C3BEF8F1 EAID_DDAD4FA6_3EB4_481e_A50B_4722B848E5F2 EAID_DE97234F_EB4F_40a8_9D49_52B82259B7CF EAID_E0F34568_E790_478e_94AF_705551A76443 EAID_E1461BD3_DFF4_4734_81C0_FA6E4E3A8974 Value Stream - Digital Product 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cz.dain.archirepo.validThru rotation showdecoration Explore Value Stream Details Evaluate Value Stream Details The outcome of this scenario is to ensure that daily tasks and routines related to the Actual Product Instance housekeeping such as creating backups/restores, job scheduling, print management, defragmentation, clearing log files, archiving data, etc. are carried out either automated or manually. id-aa99dfb9-ff9d-4e51-88d4-fcae6109387e 2021-04-30T08:18Z Operate Value Stream The value stream Operate Actual System is composed of three value stages: Detect, Diagnose and Resolve and includes a retrospective. id-4a4ff1ae-15f8-4ceb-ba1a-d388775f89e5 2021-04-30T08:18Z Consume Value Stream The value stream Deploy Service Offer is composed of three value stages: Select Service offer, Agree to Service Offer, and Deliver Service Offer and includes a retrospective. id-54c9996d-3a72-4bdd-a530-306931efd909 2021-04-30T08:18Z Release Value Stream Details The outcome of this scenario is to ensure that daily tasks and routines related to the Actual Product Instance housekeeping such as creating backups/restores, job scheduling, print management, defragmentation, clearing log files, archiving data, etc. are carried out either automated or manually. id-914b6415-cbda-42c4-a78d-afd972ce3c30 2021-04-30T08:18Z Release Value Stream The value stream Release Service Offer is composed of three value stages: Service Offer intake, Onboard Service Offer, and Publish Service Offer and includes a retrospective. id-914b6415-cbda-42c4-a78d-afd972ce3c30 2021-04-30T08:18Z Deploy Value Stream Details The outcome of this scenario is to ensure that daily tasks and routines related to the Actual Product Instance housekeeping such as creating backups/restores, job scheduling, print management, defragmentation, clearing log files, archiving data, etc. are carried out either automated or manually. id-b356c451-0edd-43a8-b97c-0979879dbdbe 2021-04-30T08:18Z Evaluate Value Stream The value stream Evaluate Digital Product is composed of three value stages: Prioritize Ideas; Collaborate and Research Customer Needs; and Architect and Accept Portfolio Backlog Item, and includes a retrospective. id-aa99dfb9-ff9d-4e51-88d4-fcae6109387e 2021-04-30T08:18Z Deploy Value Stream The value stream Deploy Service Offer is composed of three value stages: Plan RFC, Prepare Fulfillment Request, and Deploy Actual System and includes a retrospective. id-b356c451-0edd-43a8-b97c-0979879dbdbe 2021-04-30T08:18Z Integrate Value Stream The value stream Integrate Product Release is composed of three value stages: Plan the Product Release, Design and Develop Product Release, and Accept the Product Release and includes a retrospective. id-c98d6905-fa50-47ad-9368-9359a0577c08 2021-04-30T08:18Z Value Streams - Data Objects - Roles The outcome of this scenario is to ensure that daily tasks and routines related to the Actual Product Instance housekeeping such as creating backups/restores, job scheduling, print management, defragmentation, clearing log files, archiving data, etc. are carried out either automated or manually. id-db17742e-ce43-47a8-8ac4-59caeaf56556 2021-04-30T08:18Z Integrate Value Stream Details The outcome of this scenario is to ensure that daily tasks and routines related to the Actual Product Instance housekeeping such as creating backups/restores, job scheduling, print management, defragmentation, clearing log files, archiving data, etc. are carried out either automated or manually. id-c98d6905-fa50-47ad-9368-9359a0577c08 2021-04-30T08:18Z Consume Value Stream Details The outcome of this scenario is to ensure that daily tasks and routines related to the Actual Product Instance housekeeping such as creating backups/restores, job scheduling, print management, defragmentation, clearing log files, archiving data, etc. are carried out either automated or manually. id-54c9996d-3a72-4bdd-a530-306931efd909 2021-04-30T08:18Z Explore Value Stream The value stream Explore Digital Product is composed of three value stages: Select Demand, Agree Scope and Govern Initiative and includes a retrospective.  id-f5fbee88-75fe-4998-bb26-432035ae4d5e 2021-04-30T08:18Z Operate Value Stream Details The outcome of this scenario is to ensure that daily tasks and routines related to the Actual Product Instance housekeeping such as creating backups/restores, job scheduling, print management, defragmentation, clearing log files, archiving data, etc. are carried out either automated or manually. id-4a4ff1ae-15f8-4ceb-ba1a-d388775f89e5 2021-04-30T08:18Z IT4IT Value Streams id-view-08e511c1-fe15-4c7d-b4a8-e07af789c257 2021-04-30T08:18Z D2C Performance Management Capability id-1754c303-6493-4b4d-b736-1a9e2e54cf73 2021-04-30T08:18Z D2C Continuity Management Capability id-4e859a09-5f08-4a65-989e-f4c9c6797ce4 2021-04-30T08:18Z D2C Incidents Management Capability id-7ed4df1e-d0b7-4af7-a9ad-6297f3863535 2021-04-30T08:18Z D2C Operations Management Capability id-958fc4bf-db20-4230-a0ef-b3b154c28e74 2021-04-30T08:18Z D2C Knowledge Management Capability id-c3415ccb-34e3-482d-a12b-be419f9ef23a 2021-04-30T08:18Z D2C Problem Management Capability id-c6371f32-06b3-4e63-996f-3e266b39c898 2021-04-30T08:18Z D2C Availability Management Capability id-cfbffb5e-1f11-4240-8665-a05aabd9f1d9 2021-04-30T08:18Z D2C Configuration Management Capability id-d6a0c4e9-6aca-47e2-aa34-1dfebff925b8 2021-04-30T08:18Z D2C Service Level Management Capability id-d7cfef49-a035-4ae6-a207-daf063aade86 2021-04-30T08:18Z D2C Event Management Capability id-ea566c1f-1a6f-4825-b0b3-a4f77a7562a0 2021-04-30T08:18Z D2C Capacity Management Capability id-edd46751-9349-47f2-a323-3172462cabf6 2021-04-30T08:18Z S2P Portfolio Backlog Management Capability S2P Architecture Management Capability id-3b87d382-7c98-461a-ad14-06d2d2850329 2021-04-30T08:18Z S2P Demand Management Capability id-4980c287-9130-469d-bc8d-521442ca3b64 2021-04-30T08:18Z S2P Customer Relationship Management Capability id-765ee6f1-e62b-400f-aecf-53ca2b23652a 2021-04-30T08:18Z S2P Policy Management Capability id-ac0ffe31-31fc-49f3-8000-0f752a9414ec 2021-04-30T08:18Z S2P Product Portfolio Management Capability id-b272f3ac-616b-4954-b442-8b484d1214a4 2021-04-30T08:18Z S2P Strategy Management Capability id-c42a2d45-c3e6-4609-a7bf-30bb0086c45b 2021-04-30T08:18Z R2F Service Catalog Management Capability id-2459cda9-157a-4a3e-a9ed-3a4f36bc3547 2021-04-30T08:18Z R2F Identity and Access Management Capability id-3e4bf088-55f3-4901-8935-d33a9e48041b 2021-04-30T08:18Z R2F Assets Management Capability id-3e96ccbf-932d-4d4a-9066-463c98d6e6f8 2021-04-30T08:18Z R2F Customer/User Support Capability id-58e5f4cc-054e-4b25-9ddb-30d094e3775b 2021-04-30T08:18Z R2F Deployment Management Capability R2F Change Management Capability id-ababfa93-60b1-4053-8ff0-3aa7e565a2c8 2021-04-30T08:18Z R2F Product Sales Management Capability id-bafa60be-a6a1-487f-9287-85c7d43192ce 2021-04-30T08:18Z R2F Request Management Capability id-cfb3ba1c-5c2b-4f5e-b0de-801a7ed83322 2021-04-30T08:18Z Supporting Functions Risk Management Capability Supporting Functions Financial Management (Accounting) Capability id-3365fba0-171e-4c91-9fef-befbd1ed45c0 2021-04-30T08:18Z Supporting Functions Compliance Management Capability Supporting Functions Contract Management Capability Supporting Functions Financial Management Capability id-8b4d2f3b-81c1-4c35-a2b2-8d7389cc6375 2021-04-30T08:18Z Supporting Functions Procurement Management Capability id-a2b232c7-f2ed-4598-bc2e-f4bd453d5c4f 2021-04-30T08:18Z Supporting Functions Measurement & Reporting Management Capability id-a42143d8-f360-41a4-8f21-17dbd6d642fb 2021-04-30T08:18Z Supporting Functions Workforce Management Capability id-a5379176-1a34-42aa-9d2c-5bec60b15886 2021-04-30T08:18Z Supporting Functions Vendor Management Capability id-b49b14c1-6c7a-4d3c-bbd4-5711f492a731 2021-04-30T08:18Z Supporting Functions Collaboration Management Capability R2D Product Development Management Capability id-4ea500dc-b18a-4f5a-ae04-3bbfc2e5db1c 2021-04-30T08:18Z R2D Product Design Management Capability id-543677fd-44af-4ac5-9d4a-6c17367fc02a 2021-04-30T08:18Z R2D Product Backlog Management Capability id-595ef6dd-d119-424d-a20c-f65a73737c0c 2021-04-30T08:18Z R2D Release Management Capability id-b4aeafda-8ddc-4d4f-8eff-20d99bcb936a 2021-04-30T08:18Z R2D Test Management Capability id-c793f8c2-0082-4286-b75d-31f86303c1e8 2021-04-30T08:18Z R2D Defect Management Capability id-f7886d86-a8b3-4e66-935a-fac3cb18b3ad 2021-04-30T08:18Z R2D Requirements Management Capability id-f876b8e4-5f04-43d8-a4b6-725a67eafd6b 2021-04-30T08:18Z Capability Overview (Non Normative) id-3aef5bc5-1dd6-457f-b12a-6ce7c765b1e2 2021-04-30T08:18Z Source Control Functional Component EAID_08B37A82_5FE6_4c69_8995_597440EDDDBF 2021-04-30T08:18Z Product Design Functional Component EAID_0B0D15C4_E832_4cfc_8607_0DDC27CDFFC3 2021-04-30T08:18Z Requirement Functional Component EAID_168DEA01_781C_45e8_847A_F23B668B0EED 2021-04-30T08:18Z Pipeline Functional Component EAID_3CE031DE_FDF7_4911_A39A_3B75F0992758 2021-04-30T08:18Z Product Backlog Functional Component EAID_748C0139_E2B2_45e1_AD28_6CE5E65C0CD1 2021-04-30T08:18Z Defect Functional Component EAID_83398404_7DF5_4df9_B09B_3B09E58851F4 2021-04-30T08:18Z Build Package Functional Component EAID_C92C7BCA_A61A_42a8_B2B5_F079DB9E6BF1 2021-04-30T08:18Z Test Functional Component EAID_EA571C73_4AA9_4eb9_A615_97F4CAD04E92 2021-04-30T08:18Z Release Composition Functional Component EAID_FDD61536_BBF5_43e3_AD2D_06D078DDEAA1 2021-04-30T08:18Z Requirement to Deploy Functions Objectives The R2D Value Stream is designed to ensure predictable, cost-effective, high quality results to the business while also promoting high levels of re-use, flexibility, speed, and collaboration across IT to support traditional and new methods for service creation and sourcing. Make service delivery predictable, even across geographically dispersed teams, multiple suppliers, and multiple development methodologies. Applications and services today are sourced or developed in cooperation with many different parties. All parties are working with their own processes and tooling. IT must be able to provide a good overview of the planned activities, should speak a common language with all parties involved, and should provide a methodology for how to achieve the highest quality results. Cloud sourcing, agile development, and other innovations have created the need for IT to be able to manage development and delivery of services in a hybrid or multi-sourced environment. Ensure that each Service Release is high quality, fit-for-purpose, and meets customer expectations. IT still experiences too many incidents immediately after release of an application or service into production. IT must establish control over the quality of a service regardless of the number of vendors involved in development and/or delivery. Understand the evolving relationship between planning and building. Historically, estimation has been framed as a trade-off, balancing a prior “planning” phase versus a later “building” phase. However, it is increasingly understood that planning in complex domains requires information only available through iterative attempts to fulfill requirements. In a sense, both planning and building must take place simultaneously in many cases. Standardize service development and delivery to the point where re-use of service components is the norm. IT operations and development must ensure increased quality and speed of service delivery while also lowering costs. In support of these efficiency and quality goals, IT must have a framework in which to drive the re-use of existing service components at multiple stages of the development lifecycle across multiple applications and services. IT must work successfully with multiple internal and external contributors and be able to integrate the data, process, and tools required to work with geographically dispersed teams, outsourcers, and traditional and cloud-based suppliers. Furthermore, IT must maintain control of the governance of the R2D Value Stream and be able to track and measure internal and vendor performance, costs, quality, and on-time delivery. The ability to re-use requirements, source code, documentation, test scripts, service monitors, and other data objects of the service development lifecycle is a key contributor to managing cost, increasing quality and predictability, and accelerating release cycles. Build a culture of collaboration between IT operations and IT development to support Service Release success. IT operations and development must improve collaboration between departments. Development organizations build and test services in a silo and “surprise” IT operations by “throwing release packages over the fence” for immediate delivery. IT operations may not be able to accommodate new technologies and environments fast enough to meet the requirements of developers. Inefficient manual processes are typical, and in high maturity shops are increasingly replaced by fully automated continuous delivery pipelines. Put rigorous information management controls in place to lessen the impact of the IT reality – high staff turnover. High turnover in IT means knowledge is lost and schedules are impacted. Particularly in low-cost labor markets where employers are suffering high employee turnover rates. The R2D Value Stream helps capture the knowledge that would otherwise be lost and cause schedules to be delayed. Drive predictable outcomes without driving out innovation. Innovation and process efficiency are two pillars of competitive advantage that IT departments bring to the business, yet these two pillars often have trouble co-existing. The emphasis on on-time project delivery tends to stifle innovation, creating a conflict between these two priorities. IT must continuously improve its ability to execute in such a way that on-time innovation is the norm. The R2D Value Stream identifies the core automation enablers and the key data exchanges required to accomplish this goal. For example, focusing efforts on automation of test, release, and deployment provides more time and resource for innovation in service design and development. Business Value Proposition The R2D Value Stream describes a prescriptive framework of required functional components and data objects so IT organizations can better control the quality, utility, schedule, and cost of services regardless of the delivery model. The key value propositions for adopting the R2D Value Stream are: - Maximize the pipeline of projects and smaller grained demand requests for faster time-to-market in service realization. - Predictable outcomes that ensure that the application or service delivered actually performs as requested, leading to higher rates of user acceptance and better business alignment. - Establish control points to manage the quality, utility, security, and cost of services, independent of development method or delivery source. - Increased management information for traceability and benchmarking of internal and external service developers and suppliers. - Ensure that all services are designed in accordance with standards and policies (from sources including Corporate Compliance, Enterprise Architecture, Risk Management, IT Financial Management, and so on). - Improved inputs to IT Financial Management on service cost. - Relate applications and services with business value by creating and maintaining the service blueprint. - Accelerate the sourcing and delivery of applications and services through best practices such as: - Re-use – manage, maintain, and leverage re-usable IT components and services. - Automation – identify the core functional components and data required to streamline the R2D Value Stream. - Collaboration – use data to institutionalize collaboration of teams involved in the development lifecycle to expedite releases, and reduce incidents and rework that might otherwise result. This lays the foundation for new paradigms such as DevOps. Value Stream Definition The Requirement to Deploy (R2D) Value Stream contains primary and secondary functional components. Primary functional components are core to the value stream and are essential for managing the service at this stage of its lifecycle. Secondary functional components are not dedicated to R2D but provide relevant data objects to primary functional components. The following functional components in the R2D Value Stream support the definition, development, and governance of the data objects and Service Model entities above: - Build - Build Package - Defect - Project - Release Composition - Requirement - Service Design - Source Control - Test The R2D Value Stream is process-agnostic in that while methods and processes may change (i.e., ITIL, COBIT, agile, waterfall, etc.), the functional components and data objects that comprise the value stream remain constant. The R2D Value Stream provides the framework for creating and sourcing a new or modifying an existing application or service. The R2D Value Stream is triggered if it receives a demand signal from a consumer or from other components such as Problem Management. This may take the form of an approved Scope Agreement and Conceptual Service from the S2P Value Stream, or may be a smaller grained signal such as an individual development story, user story, defect, problem, usage data, or scenario for a specific application or service. The R2D Value Stream ends when the requested service or modification is packaged for immediate or future deployment through an R2F Value Stream Fulfillment Execution functional component. id-8eefa380-9d3b-4d24-b3ce-1ad40c746303 2021-04-30T08:18Z Requirement to Deploy EAID_AB75C284_4F3E_4a3e_8266_D0D5B9B9C067 2021-04-30T08:18Z Identity Functional Component id-00815178-0edb-49bb-9b1b-51353f6e5b8e 2021-04-30T08:18Z Fulfillment Functional Component id-103af4f3-1c3d-416d-aed1-180411c45bc9 2021-04-30T08:18Z Offer Functional Component id-b365a155-eb12-4ac7-8827-8aa8a01de1cf 2021-04-30T08:18Z Chargeback Functional Component EAID_3E9F362D_2ECC_49b3_B15F_1C7EC64F346B 2021-04-30T08:18Z Change Functional Component EAID_56A92614_4EA4_4685_A123_4EC636E8CDC7 2021-04-30T08:18Z Order Functional Component EAID_6940EE6D_6E46_4cf4_B37B_B2A6B49E9B8B 2021-04-30T08:18Z Fulfillment Orchestration Functional Component EAID_95C0EF66_86C0_470e_8219_7F00608F9B05 2021-04-30T08:18Z Consumption Experience Functional Component EAID_CA705F3B_EB42_46c2_AFBD_06C52AF971F5 2021-04-30T08:18Z Usage Functional Component EAID_E3FB007F_C31D_41bd_B79F_592486F1AE0B 2021-04-30T08:18Z Resource Functional Component id-view-188a3b9f-095a-4d32-ad8c-52de238b9c64 2021-04-30T08:18Z Request to Fulfill Functions Objectives The R2F Value Stream represents a modern, consumption-driven engagement model and goes beyond the traditional IT service request management. It is a framework for connecting the various consumers (business users, IT practitioners, or end customers) with goods and services that they need to drive productivity and innovation. It fosters service consumption and fulfillment, service costing knowledge sharing, self-service support, and collaboration between communities of interest to improve the overall engagement experience with IT. Many organizations use multiple IT requests and/or Service Catalogs to address the needs of their consumers. The R2F Value Stream brings these different catalogs and consumer personas into a single consumption experience thereby eliminating the complexity and confusion consumers experience today. The goal of the R2F Value Stream is to provide a blueprint for creating a streamlined consumption experience that consistently engages consumers and eliminates the need for them to avoid working with their IT organization. The key to success with R2F is dependent upon two primary factors: - The ability to package deliverables as offers that consumers recognize and value, abstracting away confusing technology choices and complex fulfillment processes. This is accomplished by leveraging the Service Model to create Service Catalog Entries that can be instantiated and consumable offers that can be requested/ordered. - The ability to present and manage an inviting consumption experience that exposes a variety of opportunities to acquire services, goods, knowledge, and/or support. This requires organizations to go beyond the traditional IT request catalog solutions. The common limitations for current R2F practices include: - A service consumption experience that exposes technology resources and/or IT capabilities rather than valued services. - Multiple catalogs required for consumers to navigate in order to find and request available services. - Too many customer service requests requiring creation of fulfillment incidents, projects, and/or human intervention resulting in delays and an unfavorable experience overall. - Lack of service Subscription, Usage, and chargeback traceability. Business Value Proposition The R2F Value Stream places emphasis on time-to-value, repeatability, and consistency for consumers looking to request and obtain services from IT. It optimizes both service consumption and fulfillment experiences by delineating between the creation of offers and catalog aggregation and Service Catalog Entry composition. Today IT organizations struggle to increase the ratio of self-sourced services over workflow-based fulfillment requiring direct human intervention. Many fulfillments today require too much intervention that consumes valuable IT resources. By increasing self-sourcing, companies will see improved business velocity and reduction in friction. They will also be able to reduce “shadow-sourcing” within the lines of business because of a more responsive consumption experience. Today’s IT is focused on delivery of technical capabilities – tomorrow’s IT must be positioned to focus on facilitating consumption of multi-sourced services. The R2F Value Stream emphasizes the importance of deploying standard changes (a form of request management) rather than normal changes for internal fulfillments. Normal, risk-assessed and individually approved changes are one of the most time-consuming and resource-intensive activities in an enterprise-wide IT organization. Service fulfillments should be based on standard Service Models where request criteria and approvals are designed into the model and fully automated fulfillment processes orchestrate all necessary provisioning and Change Management. The R2F Value Stream plays an important role in helping IT organizations advance toward a service broker model. Such a model is dependent on the organization’s ability to leverage both internal and external sourcing options for satisfying consumer demand. Enterprise IT organizations have been using external suppliers for goods and services for many years. However, the multi-sourcing environment will become more complex as companies expand their use of cloud-based offerings. The R2F Value Stream enables the aggregation of catalogs and catalog entries from multiple providers into a single consumption experience. Therefore, while there is complexity on the delivery side in managing the various catalogs and catalog entries, it is not exposed to the consumer and the ordering experience is seamless and inviting. The R2F Value Stream also enables effective chargeback and service costing mechanisms, a key requirement in a multi-sourcing environment. The key value propositions for adopting the R2F Value Stream are: - Provides a blueprint for increasing business innovation velocity by facilitating a service consumption experience that allows consumers to easily find and subscribe to goods and services through a self-service engagement model. - Provides a functional framework that delineates between a single Offer Catalog and multiple Catalog Compositions to reduce complexity in the IT shopping experience. - Provides an architectural foundation for moving from traditional IT request management to service brokerage that increases both business and IT effectiveness. - Increased fulfillment efficiency and consistency through standard change deployment and automation. - Provides holistic visibility and traceability across service Subscription, Usage, and chargeback to improve IT Financial Management. - Enables increased cost optimization; for example, by canceling expired Subscriptions and reclaiming resources, Subscriptions, and/or licenses that are unused. Value Stream Definition The Request to Fulfill (R2F) Value Stream contains primary and secondary functional components. Primary functional components are core to the value stream and are essential for managing the service at this stage of its lifecycle. Secondary functional components are not dedicated to R2F but provide relevant data objects to primary functional components. R2F includes the following primary functional components that provide the technology necessary to support IT portfolio activities: - Offer Consumption - Offer Management - Catalog Composition - Request Rationalization - Fulfillment Execution - Usage - Chargeback/Showback - Knowledge & Collaboration A functional component utilizes an input data object to conduct key activities and may also provide output data objects to another functional component that requires that data. The R2F Value Stream primarily focuses on system of record integrations between two functional components like other value streams. However, the R2F Value Stream also includes system of engagement integrations enabling a common user experience or graphical user interface mash-up. The R2F Value Stream functional components with system of engagement integrations are the Engagement Experience Portal and Offer Consumption functional components. The Offer Consumption functional component integrations include system of engagement integrations with the following functional components: Offer Management, Request Rationalization, and Chargeback/Showback. The Engagement Experience Portal functional component is a secondary functional component since its scope can expand beyond the IT4IT Reference Architecture and into the business domain. It exposes and facilitates a unified engagement between consumers and the IT functions. The main objectives of the Engagement Experience Portal are to: - Drive the consumption through the Offer Catalog - Enable collaboration between communities of interest - Obtain support through a self-service interface - Access knowledge that enables them to be better informed about services offered by IT There may be other engagement experiences presented through the portal but this is the core set called out explicitly in the R2F Value Stream. EAID_4F7D75C6_F63C_4999_86D8_2E4EFF0A5C82 2021-04-30T08:18Z Request to Fulfill EAID_BF6D2694_5142_4043_B432_29D052B12C7F 2021-04-30T08:18Z Cost Modeling Functional Component id-52d9d9cb-70e0-4404-9864-d8bfb639d5f7 2021-04-30T08:18Z Investment Functional Component EAID_4CA84473_029C_4610_A91E_3FA41C505E9D 2021-04-30T08:18Z Financial Management EAID_BBD4C6F8_29E6_4b3c_AF05_FC14DC8D3E9C 2021-04-30T08:18Z Supporting Functions EAID_EA219941_7FBE_44eb_B22C_DA2DE0D372CE 2021-04-30T08:18Z Supporting Functions - Functional Components EAID_AD1DAAE2_0E4B_492b_A4EE_EF41B939D0BE 2021-04-30T08:18Z Monitoring Functional Component EAID_184BC49E_9B32_43d6_A3CA_9F9DE316C122 2021-04-30T08:18Z Service Level Functional Component EAID_290BF11E_77AA_45d6_BB2A_D699921126CB 2021-04-30T08:18Z Event Functional Component EAID_2BF34967_A216_43ee_B3AC_A7FF82FF97F5 2021-04-30T08:18Z Incident Functional Component EAID_4223BA8C_64F5_42bd_A13E_313CCD1CA3D1 2021-04-30T08:18Z Problem Functional Component EAID_4C8BB372_7E5C_42ae_90E4_F73A54A330E6 2021-04-30T08:18Z Diagnostics & Remediation Functional Component EAID_700AF0B5_73B3_4072_9567_A1609E3DC63C 2021-04-30T08:18Z Configuration Functional Component EAID_E0F22F17_3A51_4114_A122_4563E599ABD8 2021-04-30T08:18Z Knowledge Functional Component id-view-ddacca11-86e9-477d-85b3-d7932e62fc1c 2021-04-30T08:18Z Detect to Correct EAID_62655278_8587_48ac_9E48_11F1BCFE277D 2021-04-30T08:18Z Detect to Correct Functions Objectives The D2C Value Stream provides a framework for the work of IT operations integrating Service Monitoring, Event, Incident, Problem, Change Control, Configuration Management, Service Remediation, and Service Level functions. It also provides a comprehensive overview of the business of IT operations and the services delivered by IT operations. This viewpoint provides understanding of the inter-relationships among its many domains; including Event, Incident, Problem, Change Control, and Configuration Management, and responsiveness to business requests and requirements. The D2C Value Stream is designed to incorporate a wide variety of sourcing methodologies across services, technologies, and processes. This value stream accommodates the technical inter-relationships and inter-dependencies required to fix operational issues and improve the ability of IT to support business objectives by providing agility, increased uptime, and lower per-service cost. Today, all IT organizations have the ability to detect and resolve operational issues, but may have the following limitations: - Timely identification of an issue before users of the service are impacted. - Prioritization that understands business, IT operations, and technology impacts. - Complexity of service delivery across multi-sourced environments exceeds the capabilities. - Siloed organizational structure combines with process and technology misalignments. - Slow troubleshooting from poor cross-domain teamwork due to poor data sharing, unreliable data, and inconsistent terminology. - Slow remediation due to: 1. Low levels of automation within domains 2. Virtually no automation across domains - Poor linkage of Incidents and Problems to the R2D Value Stream (providing Defect information about the service). - Poor linkage of Problems to the S2P Value Stream (providing demand loop back information about the service). - No end-to-end management of the service lifecycle across domains which causes more disconnects between the IT department’s different groups, less focus on the business needs that are being served by the specific service, and a lack of coherent view of the service status at all times. The D2C Value Stream provides a framework for bringing IT operations functions together to enhance IT services and efficiencies – thus reducing risk. Currently, data in each operation’s domain is generally not shared with other domains because they do not understand which key data objects to share and do not have a common language for sharing. When projects are created to solve this, it is often too difficult and cumbersome to finish or there is an internal technology or organization shift that invalidates the result. The D2C Value Stream defines the functional components and the data objects that need to flow between components. Business Value Proposition The D2C Value Stream enables IT organizations to increase efficiency, reduce cost, reduce risk, and drive continuous service improvement by defining the data objects and data flow required to integrate the operations of multiple domains. Increase efficiency and reduce cost by: - Focusing response based on causal factor, priority, and business impact - Increasing sharing of information and reduction of multiple entry of the same data - Creating a prescriptive data flow between Event, Incident, Problem, and Change Control - Centralized Event Management for faster analysis - Automation between and across business functions - Knowledge management and self-service linkage - Driving Service Monitoring configuration, operating/Service Level targets, and predefined Knowledge linked to the R2F Value Stream - Improving the speed at which issues with a business service are identified, including proactive identification before service impact is severe Reduce risk by: - Consistent data and configuration information shared between operational silos - Prescriptive flow semantics and data objects - Defined business impact - Reducing the need for best-guess routing and clannish knowledge - Increased uptime by reduced MTTR - Creating a consistent way of managing SLM definitions, measurements, KPI calculations, and reporting back to the proper service owner or user (in the R2F Value Stream) - Implementing network security to minimize intrusions that cause denial of service, viruses, and theft or corruption of data and minimize risk exposure - Utilizing SIEM to identify complex attack signatures that can disrupt operations and affect compliance - Performing threat and vulnerability assessments - Audit trail - Clear ownership Continuous service improvement: - Defined data objects to be shared with Problem Management - Using this accumulated Knowledge as input into the S2P Value Stream - Improved management information and decision-making Value Stream Definition The goal of the D2C Value Stream is to efficiently manage the IT operations by monitoring key services, correlating and appropriately escalating Events, managing (resolving) Incidents/Problems, running an effective Change Control, and doing all of that in an automated way. The D2C Value Stream is initiated when: - A new or updated service is deployed resulting in the creation of a Physical Service Model, and Service Monitors which must now be managed and maintained. - A Service Monitor generates an Event that must be handled (ignored, correlated, or escalated). This may be triggered when service discovery detects new CIs, which cause an existing Service Monitor to generate an Event. - The service desk receives an Incident. In addition to escalated Events, Incidents can also be initiated by Self-Service Support requests from the R2F Value Stream or a user call to the service desk. The above inputs trigger functional components including: - Service Monitoring - Service Level - Event - Incident - Problem - Change Control - Configuration Management - Diagnostics and Remediation As part of the D2C Value Stream, manual or automated Run Books may be executed to diagnose or remediate Events, Incidents, or Problems. When necessary, the Physical Service Model is updated and RFCs are created to record changes. The D2C functional components are often owned and managed by different IT groups. The D2C Value Stream provides a framework that ensures that functional components used by IT groups can work together efficiently, through well-defined control points and data objects, to govern and run IT operations. Figure 66 shows the functional components, data objects, and entity relationships for the D2C Value Stream. Note: The red lines in Figure 66 represent recognized industry employed linkage variations. These variations and their associated implications will be detailed in future releases. EAID_F8E69F3A_A8A5_4df5_A7D3_8CE8F8B5EB97 2021-04-30T08:18Z Portfolio Backlog Functional Component EAID_74C526D9_85DE_414c_8730_CA281D919235 2021-04-30T08:18Z Policy Functional Component EAID_76160106_143F_4435_AECB_D8D4DCC417E3 2021-04-30T08:18Z Proposal Functional Component EAID_C13634D3_4FCB_4959_9C23_C306BF523361 2021-04-30T08:18Z Enterprise Architecture Functional Component EAID_D3A0314D_41B1_411e_93ED_8F861134CC21 2021-04-30T08:18Z Product Portfolio Functional Component EAID_FF268AFC_8976_4133_A53E_E3D9546E0977 2021-04-30T08:18Z Strategy Functional Component id-view-3811c310-bf44-4548-82dd-e31efac1662c 2021-04-30T08:18Z Strategy to Portfolio Functions Objectives The S2P Value Stream allows IT to contribute to business strategy and planning enabling IT alignment with business plans. Traditional IT planning and portfolio activities put emphasis on evaluation, approval, and delivery tracking of project proposals. Discussion with business often becomes minimizing costs for IT initiatives or assets rather than the value of services provided to business from IT. The goal of the S2P Value Stream is to create an IT portfolio framework that allows IT organizations to optimize services provided to business by bringing together multiple functional areas. For example, traditional project proposal or investment Portfolio Management driven by an IT PMO needs to work in conjunction with Service (or Application) Portfolio Management driven by Enterprise Architects or Service Portfolio Managers. The S2P Value Stream aims to provide holistic views of IT portfolio activities through data integrations within multiple areas of the IT portfolio. These views provide better understanding of the inter-relationships among IT's many sub-domains, including the IT PMO, Enterprise Architecture, Application Management, IT Operations Management, and Information Security Management. Today's IT needs accurate and point-in-time information to understand the inter-relationships and inter-dependencies required to truly orchestrate all the moving parts of IT in ways that can help the IT department support business objectives and goals. Most IT organizations already have IT portfolio processes and solutions in place, but suffer from the following limitations: - Poor data consistency and quality - No holistic IT portfolio view across the IT PMO and the Enterprise Architecture and Service Portfolio functional components - Inconsistent Service and IT Portfolio Management processes - Poor tracking and correlation of service lifecycle across conceptual, logical, and physical domains The S2P Value Stream provides a blueprint for optimizing service and investment IT Portfolio Management. The end-to-end IT portfolio view provided by the S2P Value Stream raises the visibility of key data objects often overlooked during IT portfolio planning activities. Defining key data objects and relationships between data objects is easier with a proper framework. EAID_6B989E34_E44C_455d_AF18_DD44C6BAAE46 2021-04-30T08:18Z Strategy to Portfolio EAID_C6F67414_BFA7_4220_B26E_5ACC9D14286F 2021-04-30T08:18Z Functional Components and Flow relationships id-4b05f20e-e44a-4a07-b728-85c0f208be79 2021-04-30T08:18Z Strategy to Portfolio Business Services EAID_21508348_BA2B_497b_B195_E5FE7120295E 2021-04-30T08:18Z Detect to Correct Business Services EAID_277198C2_2BD9_42d2_8883_89C824C49A03 2021-04-30T08:18Z Strategy to Portfolio Business Service Mapping - Extended EAID_2B711E92_3562_4fc7_881A_21A49EF6DD82 2021-04-30T08:18Z Strategy to Portfolio Business Service Mapping EAID_40F5A4F1_22D9_4f26_AED3_9CFF37295115 2021-04-30T08:18Z Detect to Correct Business Service Mapping - Extended EAID_5D3B02E2_9CE8_4e0a_BA24_5619A1260926 2021-04-30T08:18Z Request to Fulfill Business Service Mapping - Extended EAID_82C92870_E115_460a_897E_E8CC7AB11BCB 2021-04-30T08:18Z Requirement to Deploy Business Service Mapping - Extended EAID_9B33A357_8DBB_4d96_A104_32EB8B1F4BD6 2021-04-30T08:18Z Request to Fulfill Business Service Mapping EAID_BB0E7759_A179_4d22_80B4_A4AF89E161C2 2021-04-30T08:18Z Requirement to Deploy Business Service Mapping EAID_CAF219E1_BEAA_41d4_8A58_42774DF69AF1 2021-04-30T08:18Z Detect to Correct Business Service Mapping EAID_DE6410FA_AEC7_4377_B140_144F40725433 2021-04-30T08:18Z Requirement to Deploy Business Services EAID_EB9B853D_6F54_47ef_9C0D_23F29BF5CF94 2021-04-30T08:18Z Request to Fulfill Business Services EAID_FC5DEC39_3E09_4ef5_8F2C_B6C346001816 2021-04-30T08:18Z Business Services Overview (Non Normative) EAID_FFFD66AA_3410_4ab0_9A61_EFDD0584D271 2021-04-30T08:18Z ArchiSurance IT Request Portal Consolidation Implementation and Migration View id-2261dfdb-a503-4038-8971-44c73746ab7f 2021-04-30T08:18Z Transition State 3 (for document) id-2b40489c-7187-44d8-82cc-b383b239f2dd 2021-04-30T08:18Z Target State (for document) id-2c7fcb1e-df2d-45c8-8874-3be205ed8045 2021-04-30T08:18Z Target State Layered ArchiMate Model id-3fd856a8-f0a9-40b1-b3d6-f2c4e8e11c5e 2021-04-30T08:18Z IT4IT Core elements represented in ArchiMate - Engagement Experience Example id-4435c6db-a36b-40c8-bfc0-55a3dcbf17b1 2021-04-30T08:18Z IT4IT Solution Pattern - Simplified (for document) id-5481deed-16bb-4e6b-857b-782fd4024dd6 2021-04-30T08:18Z IT4IT Solution-Pattern - Simplified id-57c58471-ade9-484f-be9c-2fb3b1d4ce5f 2021-04-30T08:18Z Step 1 id-5e47e70e-4889-486a-b2ea-8a2080b73f7f 2021-04-30T08:18Z IT4IT Non-core elements represented in ArchiMate - Engagement Experience Example id-60c50698-afb2-44f5-b7b3-9631aae41bfd 2021-04-30T08:18Z Step 4 id-631fecd0-ad0a-420e-b6f9-cf9ba6ae02f6 2021-04-30T08:18Z Transition State 1 (for document) id-6341109d-0802-48a1-be10-7bea68c302ed 2021-04-30T08:18Z IT4IT Engagement Experience Portal and Offer Consumption Functional Components with Generic Implementation id-65347dd0-24a0-4ab1-9371-8be7e5e895d4 2021-04-30T08:18Z Baseline id-768ce02b-9fa0-4bd7-9d07-6876eb4a4dcd 2021-04-30T08:18Z Step 2 id-7af88937-4679-4787-94d9-f8e26b2e9475 2021-04-30T08:18Z ArchiSurance Motivation and Strategy for IT Service Management Initiatives id-a2548470-da72-40bf-bd2a-ea586e33a35e 2021-04-30T08:18Z Transition State 2 (for document) id-acad1cce-02bc-4dda-a19f-f1386a001cdb 2021-04-30T08:18Z Step 3 id-d781e250-e512-4df2-93cd-1aa7e0807de9 2021-04-30T08:18Z Baseline (for document) id-e871ee73-5555-4d35-915d-9d17536d43b3 2021-04-30T08:18Z ProFit Engagement Portal (Example) EAID_A8150561_04EE_479e_851F_3AD71631ABA6 2021-04-30T08:18Z Scenario Example - Example of Functional Components, Data Objects, and Essential Services id-21b19b3d-2d6d-456f-ab5a-169c55a16084 2021-04-30T08:18Z Scenarios of Operate Service Contract id-2c12959c-ff5a-4ef4-ba8b-bef698211a46 2021-04-30T08:18Z Scenario Example - Essential Service Diagram id-7e53b5cb-28fe-4c92-ae99-60ca975ac238 2021-04-30T08:18Z Scenario Example - Scenario Process High-Level View id-d1d96abf-aa11-41f5-9df7-15e076c8b01c 2021-04-30T08:18Z Event Resolution (Fully Automated) L1 EAID_10226236_AD7A_4f37_B65C_99D4C40B01B8 2021-04-30T08:18Z IT4IT Scenarios - Overview EAID_5703672F_73CB_424b_B218_772EF3C98DA2 2021-04-30T08:18Z Event Resolution (Fully Automated) L2 EAID_739AB8E8_BAF8_49dd_ADD0_D91954D81FE7 2021-04-30T08:18Z Example Value Stream Diagram 4 Example Value Stream Diagram 2 Example Value Stream Diagram 6 Example Value Stream Diagram 3 Example Value Stream Diagram 5 - Selected Example Value Stream Diagram Knowledge Functional Component Motivation Event Functional Component Motivation EAID_0700A121_AEE1_417c_A60A_77D55E58AE97 2021-04-30T08:18Z Service Level Functional Functional Component Motivation EAID_08ECAB43_3FEA_47a5_8A45_57A88EB43AA0 2021-04-30T08:18Z Problem Functional Component Motivation EAID_4ED3D930_4F20_4c9e_BEAD_A06F459AFD10 2021-04-30T08:18Z Monitoring Functional Component Motivation EAID_6F069964_5ECC_47c4_A601_FC0769B29298 2021-04-30T08:18Z Configuration Functional Component Motivation EAID_8FAEF5F1_524F_4c87_A6BC_2234F8476685 2021-04-30T08:18Z Incident Functional Component Motivation EAID_960A9B0B_35FD_4473_92DA_9EB714B6B166 2021-04-30T08:18Z Diagnostics & Remediation Functional Component Motivation EAID_FCEC058B_A5F3_4461_9722_579B0BB61B7F 2021-04-30T08:18Z Product Design Functional Component Motivation EAID_5C7B63C1_CE1B_4237_91DE_12F29201E250 2021-04-30T08:18Z Release Composition Functional Component Motivation EAID_61BD572A_278F_49ea_AEDF_E701876BAA58 2021-04-30T08:18Z Defect Functional Component Motivation EAID_6469AFA5_FC61_44bb_83B4_59C52D966D39 2021-04-30T08:18Z Requirement Functional Component Motivation EAID_68F6641A_A471_4277_BB44_86DF4789AE30 2021-04-30T08:18Z Build Package Functional Component Motivation EAID_710DCD8E_54BE_4426_9E13_3982BAAA96B3 2021-04-30T08:18Z Pipeline Functional Component Motivation EAID_73D54831_46E9_4a9e_9606_9052599BA971 2021-04-30T08:18Z Test Functional Component Motivation EAID_95C88BA5_1FA4_41f0_9991_9C854DA730B1 2021-04-30T08:18Z Product Backlog Functional Component Motivation EAID_B1FEF56B_C33B_4667_8786_C0EF72828E45 2021-04-30T08:18Z Source Control Functional Component Motivation EAID_E5098EFE_2992_4253_AE76_E69E16A66494 2021-04-30T08:18Z Usage Functional Component Motivation EAID_1EBE3297_1697_4f42_BC25_0A343D428603 2021-04-30T08:18Z Change Functional Component Motivation EAID_2FB8FE36_C59D_4744_83FC_64D90FA7CCD1 2021-04-30T08:18Z Order Functional Component Motivation EAID_33B05532_9C37_4c85_9EE0_FCDCF68F49A9 2021-04-30T08:18Z Chargeback Functional Component Motivation EAID_52EBFD8E_CFDA_418c_B17B_9957ABE70678 2021-04-30T08:18Z Offer Functional Component Motivation EAID_60EE61B5_5104_473a_985A_27A715C4CE5A 2021-04-30T08:18Z Consumption Experience Functional Component Motivation EAID_76887C2A_4CD4_4c74_818B_8EB4ABEA60D5 2021-04-30T08:18Z Fulfillment Orchestration Functional Component Motivation EAID_D265F80C_3F66_4d42_A0C2_6197558D97D5 2021-04-30T08:18Z Policy Functional Component Motivation EAID_2F20B8BA_EDCF_468a_8CD1_3D02B753B108 2021-04-30T08:18Z Proposal Functional Component Motivation EAID_4F76B1BA_1607_4142_8E43_3CE2DA484FAA 2021-04-30T08:18Z Portfolio Backlog Functional Component Motivation EAID_8DE1CC7F_9165_4461_A47A_8F3C6F221AF8 2021-04-30T08:18Z Product Portfolio Functional Component Motivation EAID_B4ACD4C5_440C_440e_B752_6CBEB4440463 2021-04-30T08:18Z Enterprise Architecture Functional Component Motivation EAID_D0855B72_CB05_40cb_9CA3_EDB59A4C62EB 2021-04-30T08:18Z Investment Functional Component Motivation EAID_FE5B307C_77DB_47f5_8002_E0EFEFBC35A5 2021-04-30T08:18Z IT4IT Requirements Overview id-137af5a6-2f6d-4564-a909-e9ffbb71bf17 2021-04-30T08:18Z IT4IT v3.0 (incl Non-Normative) Navigation diagram. Model files stored here. Last version 15-4-2019 after font unification applied. See attachments. EAID_407D8F7D_CADA_4e8a_8F88_51095CE33E22 2021-04-30T08:18Z Run - Artifacts EAID_885710E8_A3AD_44db_B42E_CAA611622C0A 2021-04-30T08:18Z Build - Artifacts EAID_8D840A91_912E_447d_B175_C934C9CEA88D 2021-04-30T08:18Z Deliver - Artifacts EAID_92F64194_083D_4498_9511_F832D6F66387 2021-04-30T08:18Z Plan - Artifacts EAID_F25DE879_4435_4411_AB61_AC6805BD9128 2021-04-30T08:18Z IT4IT Meta Model - Solution Pattern id-1278ff6e-2964-4f52-9e4f-39488a6e46a5 2021-04-30T08:18Z Groupings - Full Data Model id-b4b470d4-9c4e-4df5-bdda-74f75798b593 2021-04-30T08:18Z Product Backbone Service Model Without a clear understanding of both the business and technology attributes of a service, there is no way to be certain that the desired outcome can be consistently attained and that the most optimal sourcing strategy will be applied. The Service Model construct in the architecture captures, connects, and maintains these service lifecycle attributes as the service progresses through its lifecycle. Traditional IT lifecycles are oriented around projects, used to govern technology deployments. Therefore, the plan, build, run lifecycle is the stalwart for most IT organizations and very little data is captured and maintained for a service. The provider/broker model for the new style of IT places its focus on services as the primary IT deliverable and requires a higher degree of flexibility, velocity, and adaptability. A service-centric lifecycle framework is one that supports a continuous cycle of assessing the portfolio, sourcing and integrating components, and offering services to consumers. This requires greater degrees of control over the data associated with a service in its various stages. In addition, while traditional IT tends to place the majority of emphasis on delivery or implementation of technology resources, the service-centric IT must balance its focus on consumption and fulfillment of services along with the integration and delivery of the technology components and resources. The structure that binds the different abstraction levels of the Service Model together is called the “Service Model Backbone” The Service Model Backbone provides the data entities, attributes, and necessary relationships between them to ensure end-to-end traceability of a service from concept to instantiation and consumption. This means that using this data-driven, model-based approach will ensure that what is required is actually what gets delivered or, in other words, what is offered will produce the outcome that the consumer desires. Further, it allows the IT organization to effectively utilize a service-centric approach in creating and packaging of its deliverables. This requires the creation of services from across resource and capability domains such as infrastructure, application components, database, middleware, monitoring, support, and so on. This enables the organization to improve their speed and consistency through higher re-use of pre-existing services and to embrace new technologies such as containers and micro-services in a more effective manner. EAID_205D9208_F94F_441f_BD9B_1AA3CBCD7990 2021-04-30T08:18Z (Start here) IT4IT v3.0 Navigation diagram. Model files stored here. Last version 15-4-2019 after font unification applied. See attachments. EAID_407D8F7D_CADA_4e8a_8F88_51095CE33E22 2021-04-30T08:18Z IT Groupings EAID_649B6BA8_87C8_4607_B3ED_0D24D065D6DF 2021-04-30T08:18Z Groupings - Functional Components - Data Objects The IT Value Chain describes the IT service lifecycle. That service lifecycle is captured in the four IT Value Streams. The functional components within each value stream are responsible for creating, refining, and tracking key data objects across the service lifecycle. The relationships between the data objects that pass between the four value streams during the service lifecycle are well defined. EAID_ECD2277A_1157_4699_8026_6EAA36570B90 2021-04-30T08:18Z Information Model Information Model The Information Model comprises the set of service lifecycle data objects and their relationships. Each value stream produces and/or consumes data that together represents all of the information required to control the activities that advance a service through its lifecycle. This data has been referred to as “service lifecycle data objects” (data objects in short form) as of Version 2.0. Some data objects contribute directly to creating and/or advancing the Service Model while others serve as connectors, providing the linkage between functional components and across value streams. Data objects have the following characteristics: - They describe an aspect of a service. - They are inputs or outputs associated with an IT4IT functional component or a service lifecycle phase. - They are uniquely identified, and have a lifecycle of their own. - They maintain structured information that allows for relationship tracking and automation. Service lifecycle data objects in the IT4IT Reference Architecture are grouped into two categories: key and auxiliary. Key Data Objects - Key data objects describe aspects of “how” services are created, delivered, and consumed; they are essential to managing the service lifecycle. Managing the end-to-end service lifecycle and associated measurement, reporting, and traceability would be virtually impossible without them. The IT4IT Reference Architecture defines 32 key data objects. - Service models are a stand-alone subclass of key data objects that describe “what” IT delivers to its consumers. They represent the attributes of a service at three levels of abstraction: Conceptual, Logical, and Realized. These data objects are referred to as Service Model Backbone data objects (or service backbone data objects in short form) and depicted using a purple colored circle in the IT4IT Reference Architecture diagrams. Note that the Logical Service Model is subdivided into a Design part, a Release part, and a Consumable part. Similarly, the Realized data object is represented with both a Desired and an Actual model part. Auxiliary Data Objects - Auxiliary data objects provide context for the “why, when, where, etc.” attributes and, while they are important to the IT function, they do not play a vital role in managing the service lifecycle. The IT4IT Reference Architecture currently describes eight (8) auxiliary data objects The essential relationships between data objects within and across value streams are defined in the IT4IT Reference Architecture. These relationships function as a prescriptive guide for ensuring the integrity of the Service Model as it progresses through its lifecycle and facilitate traceability across value streams. The IT4IT Reference Architecture provides only the essential relationships and recognizes that there are other relationships that can exist but those are not part of the prescriptive guide. Within the IT4IT Reference Architecture, the relationship between data objects is annotated as follows: - 1 to 1 (1:1): implies that if there is a relationship, it is between two data objects. It does not imply that there will always be a relationship. For example, Events without Incidents or Incidents without Events are legitimate scenarios. - 1 to many (1:n): implies that one data object relates (A) to one or more other data objects (B...) in scenarios where there is a relationship. - Many to many (n:m): implies that both and A and B above can relate to zero, one, or many of the connected data objects. EAID_F228613F_B907_4aeb_8FF8_B7FD98C78D8D 2021-04-30T08:18Z