The IT Services Management Architecture Design for Large and Medium-sized Companies based on ITIL 4 and TOGAF Framework

— The development of information technology occurs rapidly in almost all areas of life. All companies must immediately carry out a business transformation following the development of information technology to survive amid increasingly fierce competition. One of the keys to this business transformation's success is an enterprise architecture that is used as a reference in planning, developing, operating, and monitoring company information technology. Implementation of service management practices in state-owned enterprises needs to be translated into IT Services Management Architecture Design, that match the IT Governance Principles as mandated in PER-03/MBU/02/2018. This research focuses on preparing an enterprise architecture design in IT service management by referring to ITIL 4 best practices. The resulting solution is a target architecture design in the business domain, data, and applications arranged according to the TOGAF framework. It was carried out in four stages: scope identification, which defines practices; preliminary phase, which resulted in 11 architecture principles; architecture vision that produces a value chain for IT service provider organizations; a business architecture which resulted in a business service/function catalog consisting of 13 business functions and 43 business services; and an information system architecture that produces a conceptual data model on the three main priority processes of IT service management and an application use-case diagram that describes the relationship between the four actors (users, service managers, service desks, and support groups) with their roles in applications. The enterprise architecture has been designed following the scope of IT service management practices commonly used as a reference for all large and medium-sized companies.


I. INTRODUCTION
Establishing information technology governance is a part of Good Corporate Governance's principles implementation [1].Information Technology (IT) governance has emerged as a fundamental business imperative, and rightfully because it is key to realizing IT business value [2].Information technology governance covers strategic and operational policies [2].Strategic policies reflect the broader strategic guidelines of the institution.Meanwhile, operational policies deal with day-to-day operations [3], which are used in practice to manage IT services [4].
IT planning is part of strategic policies, including the business context, enterprise architecture (vision, business, information, application, and technology architecture), IT program plan, implementation, transition roadmap, sourcing strategy, and IT valuation [1].The TOGAF standard is a framework for enterprise architecture [5].It provides a comprehensive approach to the enterprise information technology architecture's design, planning, implementation, and governance [6].The core content of TOGAF is the TOGAF Architectural Development Method (ADM) which describes methods for developing and managing the life cycle of an enterprise architecture.TOGAF ADM has been widely used in enterprise information system planning in large and medium-sized companies such as colleges [7], state-owned enterprises [8], or manufacturing [9].
IT service management (ITSM) is part of operational policies [1].The most popular framework for ITSM is the IT Infrastructure Library (ITIL) [10].ITIL is a documented set of processes designed to define how a company's IT functions can operate.It contains a series of statements describing the procedures, controls, and resources that should be applied to various IT-related processes [11], so organizations can adopt and adapt to environmental conditions and company business needs.
Corporate information technology governance needs to be built by considering the alignment between strategic and operational policies.In this case, it means that business architecture planning, information architecture, application architecture, and technology architecture are needed to manage IT services at each stage.This research answers these needs and will focus on designing the target enterprise architecture according to the TOGAF framework in the IT service management area, which refers to ITIL 4 best practices.The enterprise architecture that will be compiled has adapted to the scope of service management practices that are commonly used to be used as a reference for all large and medium-sized companies.In addition, this research will become an essential reference in enterprise architecture and IT service management, given the limited references available.This research will present some core artifacts as a reference for large and medium-sized companies to implement enterprise architectures in line with IT service management.
Before this research, there have been studies discussing the implementation of ITIL in small and medium-sized enterprises [12]- [14], the ITIL approach to IT Governance [15], the integration between ITIL and TOGAF in the public organization [16], and higher education [17], the integration between IT service management and enterprise architecture/business process [18]- [22], and also the automation of IT service management [23]- [25].This study will fill in the gaps of previous research, which has not explained the preparation of enterprise architecture based on the phases and common artifacts of the TOGAF Architectural Development Method (ADM), especially in large and medium-sized companies.

II. MATERIAL AND METHOD
The research begins with the identification of the scope of service management architecture.Second is the preliminary phase and determination of the architecture vision, followed by the preparation of business architecture and information system (data and application) architecture targets according to service management best practices.The last stage is reporting, where the conclusions are prepared.
The architecture designed in this study is limited to the business, data, and application architectures domain.The technology architecture domain is not included because the technology used by each company will vary.The TOGAF framework is used in defining artifacts or architectural work products [26] in each domain.Meanwhile, the ITIL framework is used to understand the complete picture of information technology service management practices.

A. Scope Identification
ITIL management practices consist of several kinds of practices, which are general management practices, service management practices, and technical management practices [27].The architectural design will focus on service management practices as mandated in PER-03/MBU/02/2018 regarding guidelines for BUMN information technology management [28].The service management architecture designed in this research is the target architecture in the business, data, and application domains.The alignment between them allows a coherent blueprint of the organization, which is then used to govern its processes and systems [29].

B. Preliminary Phase
The preliminary phase is the initial stage of preparation before analysis and design.At this stage, the principle catalog is established by classifying it to the impacted architecture domain (business, data, application, technology).Some principles can represent multiple domains at once.The principle catalog refers to the architectural principles [30], resulting from combining, abstracting, and formulating based on architectural practices in the real world.The principle catalog in Table 1 contains architecture principles following the IT Governance Principles set by the Ministry of BUMN [28] and ITIL management practices [31].

C. Architecture Vision
The architecture vision is drawn up in a high-level model of the candidate building blocks.Building blocks represent reusable components of enterprise capabilities that can be combined with other building blocks to produce architectures and solutions [32].According to the IT service management value chain, the building blocks will be represented by organizational units that carry out activities.

D. Business Architecture
In this phase, business services are mapped to business functions which in Table 1 were previously identified as ITIL management practices.The business services/business functions are then linked to the organizational unit relevant to that function, see Table 2. Based on the catalog in Table 2, several business services are selected (marked in bold) to define the service value stream that applies to these business services, as shown in Table 3 and Table 4.The service management process flow in the two sample service value streams above will be described further in the Process Flow Diagram.Process flow diagrams are made to detail how business processes work [33].The swim lane technique is used to represent the ownership and realization of the process steps.There are at least nineteen roles involved in these processes, as shown in Table 5.The process flow diagram in Fig. 2 begins with the User and continues with other activities involving Service Desk Agents, Service Desk Analysts, Procurement Officers, and First/Second Line Technicians.Service request records will be forwarded to Service Desk Analyst for approval.If "Yes" then proceed to procurement but if "No" then return to the beginning to make a request again, then end with the device configuration activity by the Technician.The process flow diagram in Fig. 3 begins with the User and continues with other activities involving the Service Desk Agent, First Line Technician, and the Major Incident Team.IT-related issue reports will be forwarded to the Service Desk Analyst to check the completion status.If "Yes" then the activity ends but if "No" the Service Desk Analyst will assign it to the Resolver Team, initiated by the First Line Technician and if needed will be escalated to the Major Incident Team.

E. Information System Architecture -Data Architecture
The data architecture is represented by a conceptual data model describing how data entities relate.There are at least two kinds of relationships: one-to-many and many-to-many.One-to-many means that a record in the first entity is related to more than one record from the second entity, and many-tomany means that each record in the first entity can have many relationships with every record in the second entity.
The conceptual data model is prepared by referring to the IT enablement conceptual model previously initiated [34] and adapting it to the service management scope in Table 2.In Fig. 4 we can see that there is a close relationship between service management practices.For example, a problem can be related to many incidents, and each incident can be related to many configuration items.Each configuration item can consist of many measurements and agreements.The use case diagram in Fig. 5 is based on the process flow in five service value streams, including fulfillment of user device requests and IT incident resolution (see Tables 3 and  4), new service identification and provision, service level target achievement, and major application change.The use case is taken from the actor's activity which is also the functionality of the Service system.The resulting use case diagram consists of 14 actors and 23 use cases.

IV. CONCLUSION
This research resulted in artifacts that can be used as a reference for large and medium-sized companies to implement enterprise architectures in line with IT service management.The preliminary phase produces 11 architectural principles following PER-03/MBU/02/2018 and ITIL management practices.The architectural vision resulted in the value chain of the IT service provider organization consisting of six units: four in main activities and two in support activities.The business architecture produces a service/business function catalog derived from the unit and consists of 13 business functions and 43 business services.The data architecture is represented by a conceptual data model that describes the data requirements for service management practices.The application architecture is illustrated by a use case diagram that illustrates the relationship between the fourteen actors and those given in the application.
This research has limitations, including only referring to regulations intended for state-owned enterprises.It is assumed that all state-owned companies as objects of implementing regulations are classified as large and medium-sized.Future researchers can consider more regulations and best practices in architectural design and elaborate on other business services and process flows.

Fig. 1 .
Fig. 1.IT Service Management Value Chain for Medium-Large Companies.

Fig. 2 .
Fig. 2. Process flow diagram for fulfilling user device requests involving five roles.

Fig. 3 .
Fig. 3. Process Flow Diagram for IT Incident Resolution involving four roles.

Fig. 4 .
Fig. 4. Conceptual Data Model that describes the relationship between data entities in service management processes

TABLE III SERVICE
VALUE STREAM: FULFILLMENT OF USER DEVICE REQUESTS