1. From Zero to Hero: TOGAF and ITSM in Harmony November 18, 2015 Bob Balassi Maryville Technologies

2. Agenda G&K Services Overview The Challenges The Opportunity What is EA/TOGAF How ITSM and TOGAF Co-exist Outcomes

3. G&K Services Overview

4. The Business A leader in uniform rental and facility products for more than 100 years, G&K Services is committed to enhancing our customers’ business image and ensuring our customers employees' safety. Companies throughout North America put their trust in G&K Services for their uniform rental, apparel purchases, and facility services. Our goal is simple: to be the leader in Delivering Uniform Service Excellence®

5. The Business Traded on the NASDAQ exchange under the symbol GK FY 2015 Revenue of $937M Nearly 7,800 employees Approximately 170,000 customers Headquartered in Minneapolis, MN Operates from 165 locations across North America 1 Manufacturing Facility in the Dominican Republic

6. IT Under 100 IT Employees (all North American- based) About 5-10% outsourced 1 Major Data Center Under 500 servers About 3,400 laptops/desktops About 1,700 mobile/vehicle devices About 500 Apple iPads Less than 300 total applications Custom developed customer and billing apps, as well as mobile app SAP for financials, Peoplesoft for HR, SFDC for Sales Force Automation Had never implemented TOGAF/EA

7. The Challenges

8. Need to spend more money (about 30% more) each year for the next 3 years, to deliver: An upgraded and streamlined ERP solution Common business processes A new Sales and Customer portal A new billing system A new mobile application (internal & external) Certain business benefits must accrue from this investment, which drives acceleration of projects and quick delivery of business value Net IT run rate needs to remain flat (or decrease)

9. The Opportunity

10. Navigate through the challenge of additional investment and functionality with flat or lower IT costs at projects end, by leveraging: TOGAF/Enterprise Architecture (EA) and IT Service Management (ITSM) &

11. What is EA/TOGAF

12. Enterprise Architecture (EA) Been around for over 30 years Was originally implemented by the US DoD to deal with integration and standards in the military (DoD Architecture Framework-DoDAF) Focus was to look beyond the individual system, more broadly, to address compatibility, standardization, reuse, etc. The Open Group Architecture Framework (TOGAF) Born from DoDAF around 1989 Now on version 9.2 Open, vendor agnostic, free for non- commercial use Iterative

13. How ITSM and TOGAF Co- exist

14. IT Service Management (ITSM) and TOGAF/Enterprise Architecture (EA) are often treated as separate and distinct entities within an organization. However, the two disciplines can and should be more closely aligned. Alignment needs to happen at multiple levels in order to ensure success, and get the most benefit: Governance Process Information Technology The Two Frameworks

15. Governance Many of the same people who tend to participate in a Change Advisory Board (CAB), also play a part in EA/TOGAF activities – Enterprise Architects – Infrastructure lead – Operations lead – Applications lead Meetings/processes can be complimentary, if so, combine them and save time and effort Executive IT Leadership Other IT Leaders Other IT Leaders ooo Architecture Review Board Chief Data Architect Chief Application Architect Chief Business Architect Chief Infrastructure Architect Application Architects Data Architects Business Architects Infrastructure Architects Architecture Component Manager Architecture Component Manager Chief Enterprise Architect

16. Process There is significant overlap between ITSM processes, such as Request and Change, and EA processes, such as IT Standards Management At G&K Services, the processes were designed to overlap at key points (single meeting, rather than 2), to avoid duplication of effort and/or different decisions from two different processes This also provided the opportunity to rationalize existing processes – such as multiple ways requests were accepted Request Change IT Standards Mgmt Sharpshooters Intake

17. Information A lot of the information that needs to be captured and shared in ITSM (Request, Change, Incident), is also captured and shared in EA Processes (IT Standards Management, EA Project Reviews, etc.) Tracking these together and sharing information across these processes saves everyone time and ensures when something changes, that all impacted parties are aware ITSMEA IT

18. Technology Often the technologies that are used (ServiceNow, Remedy, Troux, Mega, etc.) have capabilities beyond just their intended purpose and can be “reused” – Discovery – Forms – Tracking – Metrics/Analytics – Workflow – Notifications Sharing these technologies/tools across the enterprise is more economical than licensing and supporting multiple tools which have overlapping capabilities and often do not require additional licenses to be purchased Lotus Notes Google Apps Sparx EA Mega Troux Microsoft Exchange Microstrategy SAS Focus

19. The Outcomes

20. Outcomes Able to meet the immediate IT need with no incremental headcount Were able to streamline processes, reducing duplication of effort, data, tools, etc. Rationalized application and technology portfolio to lower ongoing spend Recoup software licenses that were no longer being used, offsetting the need to purchase additional incremental licenses Economies of scale – via consolidating purchasing around fewer products and vendors Identified Saving Opportunities = $2.5M