Key Activities

D2C: Detect to Correct

Value Drivers

Efficiency
Detect
End-to-end visibility to quickly identify
Integrating IT Operations to Quickly Find and Fix Issues and resolve.
• Brings together IT service operations to enhance results and efficiency
• Enables end-to-end visibility using a shared configuration model Collaboration See events, alarms,
and metrics across the
• Identifies issues before they affect users entire infrastructure
• Reduces the mean time to repair Functional Component - Key
Common language with consistent data ~
Understand user issues
Functional Component - Auxiliary
and shared configuration. ~
Trace the relationship
Service Model
Traceability between events
Data Object - Key

Release Release Offer Management Data Object - Auxiliary Across event, incident, change, and
Composition Rationalization Component Entity Relationship resolution.
Component Component
Record Fabric Integration Diagnoze
Service Release
Blueprint
Subscription
Engagement Data Flow Cost
Requirement to Deploy Request to Fulfill Request to Fulfill
Current Practice
Service Contract
Service
Contract
(Instance)
Service Contract (Template) Reduce tickets, war rooms, and duplicate
n:m
(Template)
RFC work. Enrichment
Service Level Status RFC ~

1:1
Risk Root cause
Offer Usage Service Level Self Service Support Defect Component Portfolio Demand ~
Consumption Component Component Component Severity and business
Component Defect impact
KPI
Defect Defined business impact and reduced
Portfolio ~
n:m
Backlog Item clannish knowledge. Defined escalation path
Portfolio
Request to Fulfill Request to Fulfill Service Contract Request to Fulfill Requirement to Deploy
Backlog Strategy to Portfolio ~
Incident Defect 1:1
Item
1:1 Improvement Auto-fixed common
Business/IT 1:1 issues
Status Measurement 1:n
Usage Business Measurement 1:n Shorter mean time to repair and more
(Incident)
Incident
uptime.
Service Monitoring Event Component Component Problem Change Control
Component
Event Incident Interaction
Incident
Problem Component RFC
Component Change
Event Problem Proof Points
n:m Known Error
1:n n:m n:m 1:n RFC
Service Monitor

1:n Define change request

n:1
Service Service Discovery Run Book Knowledge ~
Monitor
Actual Service Cls n:m Run Book Run Book n:m Item
Velocity Effort Perform problem and
Decrease mean time % of events and risk analysis
Fulfillment Execution Configuration n:m Diagnostics & Knowledge & to repair incidents escalated ~
Actual Service
Component Management Remediation Component Collaboration Component Approve
Cls Knowledge Item Conversation
Fulfillment Desired Service Component
Request Model
1:1 n:m Run Book
n:m
1:n

Request to Fulfill
Actual Service Cls Supportive Function
Root Cause Teamwork Resolve
n:m
Increase in problems % of change -related
identified and outages
solved
n:m
Implement change
~
1:1 Leverage run books
RFC
Source: Open Group - http://www.opengroup.org/IT4IT ~
Costs Satisfaction Verify recovery
~
% of automated % of first call
Close records
event and incident resolution
resolutions

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