Managing process groups relevant to the business of information technology within an organization. The process groups include "Develop and manage IT customer relationships", "Develop and manage IT business strategy", " Develop and manage IT resilience and risk", " Manage information", " Develop and manage services/solutions", "Deploy services/solutions", and " Create and manage support services/solutions".
| 8.0 | Manage Information Technology (IT) | |||||
| 8.1 | Develop and manage IT customer relationships | |||||
| 8.1.1 | Understand IT customer needs | |||||
| 8.1.1.1 | Understand IT customer communities | |||||
| 8.1.1.2 | Assess IT customer operational capabilities | |||||
| 8.1.2 | Identify IT customer transformation needs | |||||
| 8.1.2.1 | Understand business requirements for IT capabilities | |||||
| 8.1.2.2 | Understand IT landscape | |||||
| 8.1.2.3 | Develop IT visioning | |||||
| 8.1.2.4 | Outline IT service expectations | |||||
| 8.1.3 | Plan and communicate IT services | |||||
| 8.1.3.1 | Manage IT customer expectations | |||||
| 8.1.3.2 | Define future IT services | |||||
| 8.1.3.3 | Determine IT performance indicators | |||||
| 8.1.3.4 | Create IT marketing messages | |||||
| 8.1.3.5 | Create IT service marketing plan | |||||
| 8.1.4 | Provide IT transformation guidance | |||||
| 8.1.4.1 | Develop IT transformation plans | |||||
| 8.1.4.2 | Collect IT customer requirements | |||||
| 8.1.4.3 | Analyze IT customer requirements | |||||
| 8.1.4.4 | Identify and prioritize IT opportunities | |||||
| 8.1.4.5 | Facilitate solution design activities | |||||
| 8.1.4.6 | Prioritize IT outcomes | |||||
| 8.1.4.7 | Develop business cases | |||||
| 8.1.4.8 | Support business case | |||||
| 8.1.4.9 | Develop transformation roadmap | |||||
| 8.1.5 | Develop and manage IT service levels | |||||
| 8.1.5.1 | Understand IT service requirements | |||||
| 8.1.5.2 | Forecast IT service demand | |||||
| 8.1.5.3 | Maintain IT services catalog | |||||
| 8.1.5.4 | Define service level agreement | |||||
| 8.1.5.5 | Maintain IT customer contracts | |||||
| 8.1.5.6 | Negotiate and establish service level agreements | |||||
| 8.1.5.7 | Develop and maintain improvement processes | |||||
| 8.1.6 | Manage IT customer relationships | |||||
| 8.1.6.1 | Establish relationship management mechanisms | |||||
| 8.1.6.2 | Understand IT customer strategy | |||||
| 8.1.6.3 | Understand IT customer environment | |||||
| 8.1.6.4 | Communicate IT capabilities | |||||
| 8.1.6.5 | Manage IT requirements | |||||
| 8.1.7 | Analyze service performance | |||||
| 8.1.7.1 | Assess SLA compliance | |||||
| 8.1.7.2 | Triage SLA compliance issues | |||||
| 8.1.7.3 | Collect feedback about IT products and services | |||||
| 8.1.7.4 | Synthesize and distribute IT performance information | |||||
| 8.2 | Develop and manage IT business strategy | |||||
| 8.2.1 | Define business technology and governance strategy | |||||
| 8.2.1.1 | Build and maintain IT strategic intelligence | |||||
| 8.2.1.2 | Monitor and map current and emerging technologies | |||||
| 8.2.1.3 | Define and communicate digital transformation strategy | |||||
| 8.2.1.4 | Develop IT strategic alignment | |||||
| 8.2.1.5 | Articulate IT alignment principles | |||||
| 8.2.1.6 | Maintain IT strategic alignment | |||||
| 8.2.2 | Manage IT portfolio strategy | |||||
| 8.2.2.1 | Establish and validate IT value criteria | |||||
| 8.2.2.2 | Determine IT portfolio investment balance | |||||
| 8.2.2.3 | Evaluate proposed IT investment projects | |||||
| 8.2.2.4 | Prioritize IT projects | |||||
| 8.2.2.5 | Align IT resources to strategic priorities | |||||
| 8.2.2.6 | Align IT portfolio to business objectives | |||||
| 8.2.3 | Define and maintain enterprise architecture | |||||
| 8.2.3.1 | Create and publish enterprise architecture principles | |||||
| 8.2.3.2 | Establish and operate enterprise architecture governance | |||||
| 8.2.3.3 | Research technologies to innovate IT services and solutions | |||||
| 8.2.3.4 | Provide input to definition and prioritization of IT projects | |||||
| 8.2.4 | Define IT service management strategy | |||||
| 8.2.4.1 | Establish IT service management strategy and goals | |||||
| 8.2.4.2 | Identify IT service operating and process requirements | |||||
| 8.2.4.3 | Define IT service catalog | |||||
| 8.2.4.4 | Establish IT service management framework | |||||
| 8.2.4.5 | Define and implement IT service management | |||||
| 8.2.4.6 | Define and deploy support service management process tools and methods | |||||
| 8.2.4.7 | Monitor and report IT performance | |||||
| 8.2.5 | Control IT management system | |||||
| 8.2.5.1 | Determine IT performance measures | |||||
| 8.2.5.2 | Define IT control points and assurance procedures governance model | |||||
| 8.2.5.3 | Monitor and analyze overall IT performance | |||||
| 8.2.5.4 | Monitor and analyze IT financial performance | |||||
| 8.2.5.5 | Monitor and analyze IT value and benefits | |||||
| 8.2.5.6 | Optimize IT resource allocation | |||||
| 8.2.5.7 | Manage IT projects and services interdependencies | |||||
| 8.2.5.8 | Report IT service and project performance | |||||
| 8.2.5.9 | Select, deploy, and operate IT performance analytics tools | |||||
| 8.2.6 | Manage IT value portfolio | |||||
| 8.2.6.1 | Assess performance against IT service and project value criteria | |||||
| 8.2.6.2 | Quantify value of IT service and project portfolio investments | |||||
| 8.2.6.3 | Communicate business technology value contribution | |||||
| 8.2.6.4 | Determine and implement IT portfolio adjustments | |||||
| 8.2.7 | Define and manage technology innovation | |||||
| 8.2.7.1 | Establish selection criteria for research initiatives | |||||
| 8.2.7.2 | Analyze emerging technology concepts | |||||
| 8.2.7.3 | Identify technology concepts and capabilities | |||||
| 8.2.7.4 | Execute IT research projects | |||||
| 8.2.7.5 | Evaluate IT research project outcomes | |||||
| 8.2.7.6 | Identify and promote viable concepts | |||||
| 8.2.7.7 | Develop and plan IT investment projects | |||||
| 8.3 | Develop and manage IT resilience and risk | |||||
| 8.3.1 | Develop IT compliance, risk, and security strategy | |||||
| 8.3.1.1 | Determine and evaluate IT regulatory and audit requirements | |||||
| 8.3.1.2 | Understand business unit risk tolerance | |||||
| 8.3.1.3 | Establish IT risk tolerance | |||||
| 8.3.1.4 | Establish risk ownership | |||||
| 8.3.1.5 | Establish and maintain risk management roles | |||||
| 8.3.1.6 | Establish compliance objectives | |||||
| 8.3.1.7 | Identify systems to support compliance | |||||
| 8.3.1.8 | Identify and evaluate IT risk | |||||
| 8.3.1.9 | Evaluate IT-related risks resiliency | |||||
| 8.3.1.10 | Create IT risk mitigation strategies and approaches | |||||
| 8.3.2 | Develop IT resilience strategy | |||||
| 8.3.2.1 | Determine IT delivery resiliency | |||||
| 8.3.2.2 | Determine critical IT risks | |||||
| 8.3.2.3 | Prioritize IT risks | |||||
| 8.3.2.4 | Establish mitigation approaches for IT risks | |||||
| 8.3.3 | Control IT risk, compliance, and security | |||||
| 8.3.3.1 | Evaluate enterprise regulatory and compliance obligations | |||||
| 8.3.3.2 | Analyze IT security threat impact | |||||
| 8.3.3.3 | Create and maintain IT compliance requirements | |||||
| 8.3.3.4 | Create and maintain IT security policies, standards, and procedures | |||||
| 8.3.3.5 | Develop and deploy risk management training | |||||
| 8.3.3.6 | Establish risk reporting capabilities and responsibilities | |||||
| 8.3.3.7 | Establish communication standards | |||||
| 8.3.3.8 | Conduct IT risk and threat assessments | |||||
| 8.3.3.9 | Monitor and manage IT activity risk | |||||
| 8.3.3.10 | Identify, supervise and monitor IT risk mitigation measures | |||||
| 8.3.4 | Plan and manage IT continuity | |||||
| 8.3.4.1 | Evaluate IT continuity | |||||
| 8.3.4.2 | Identify IT continuity gaps | |||||
| 8.3.4.3 | Manage IT business continuity | |||||
| 8.3.5 | Develop and manage IT security, privacy, and data protection | |||||
| 8.3.5.1 | Assess IT regulatory and confidentiality requirements and policies | |||||
| 8.3.5.2 | Create IT security, privacy, and data protection risk governance | |||||
| 8.3.5.3 | Define IT data security and privacy policies, standards, and procedures | |||||
| 8.3.5.4 | Review and monitor physical and logical IT data security measures | |||||
| 8.3.5.5 | Review and monitor application security controls | |||||
| 8.3.5.6 | Review and monitor IT physical environment security controls | |||||
| 8.3.5.7 | Monitor/analyze network intrusion detection data and resolve threats | |||||
| 8.3.6 | Conduct and analyze IT compliance assessments | |||||
| 8.3.6.1 | Conduct projects to enhance IT compliance and remediate risk | |||||
| 8.3.6.2 | Conduct IT compliance control auditing of internal and external services | |||||
| 8.3.6.3 | Perform IT compliance reporting | |||||
| 8.3.6.4 | Identify and escalate IT compliance issues and remediation requirements | |||||
| 8.3.6.5 | Support external audits and reports | |||||
| 8.3.7 | Develop and execute IT resilience and continuity operations | |||||
| 8.3.7.1 | Conduct IT resilience improvement projects | |||||
| 8.3.7.2 | Develop, document, and maintain IT business continuity planning | |||||
| 8.3.7.3 | Implement and enforce change control procedures | |||||
| 8.3.7.4 | Execute recurring IT service provider business continuity | |||||
| 8.3.7.5 | Provide IT resilience training | |||||
| 8.3.7.6 | Execute recurring IT business operations continuity | |||||
| 8.3.8 | Manage IT user identity and authorization | |||||
| 8.3.8.1 | Support integration of identity and authorization policies | |||||
| 8.3.8.2 | Manage IT user directory | |||||
| 8.3.8.3 | Manage IT user authorization | |||||
| 8.3.8.4 | Manage IT user authentication mechanisms | |||||
| 8.3.8.5 | Audit IT user identity and authorization systems | |||||
| 8.3.8.6 | Respond to IT information security and network breaches | |||||
| 8.3.8.7 | Conduct penetration testing | |||||
| 8.3.8.8 | Audit integration of user identity and authorization systems | |||||
| 8.4 | Manage information | |||||
| 8.4.1 | Define business information and analytics strategy | |||||
| 8.4.1.1 | Establish data, information, and analytic objectives | |||||
| 8.4.1.2 | Establish data, information, and analytic governance | |||||
| 8.4.1.3 | Access IT data/analytic capabilities | |||||
| 8.4.2 | Define and maintain business information architecture | |||||
| 8.4.2.1 | Determine enterprise business information requirements | |||||
| 8.4.2.2 | Define enterprise data models | |||||
| 8.4.2.3 | Identify and understand external data sources | |||||
| 8.4.2.4 | Establish data ownership and stewardship responsibilities | |||||
| 8.4.2.5 | Maintain and evolve enterprise data and information architecture | |||||
| 8.4.3 | Define and execute business information lifecycle planning and control | |||||
| 8.4.3.1 | Define and maintain enterprise information policies, standards, and procedures | |||||
| 8.4.3.2 | Implement and execute data administration responsibilities | |||||
| 8.4.4 | Manage business information content | |||||
| 8.4.4.1 | Monitor and control business information | |||||
| 8.4.4.2 | Maintain business information feeds and repositories | |||||
| 8.4.4.3 | Perform internal usage audits | |||||
| 8.4.4.4 | Implement and administer business information access | |||||
| 8.5 | Develop and manage services/solutions | |||||
| 8.5.1 | Develop service/solution and integration strategy | |||||
| 8.5.1.1 | Determine IT service/solution development | |||||
| 8.5.1.2 | Define IT service/solution development processes/standards | |||||
| 8.5.1.3 | Identify, deploy, and support development methodologies and tools | |||||
| 8.5.1.4 | Establish service component criteria | |||||
| 8.5.1.5 | Understand and select reusable service components | |||||
| 8.5.1.6 | Maintain service component portfolio | |||||
| 8.5.1.7 | Establish development standards exception governance | |||||
| 8.5.2 | Manage service/solution lifecycle planning | |||||
| 8.5.2.1 | Monitor and track emerging technology capabilities | |||||
| 8.5.2.2 | Identify IT services/solutions | |||||
| 8.5.2.3 | Determine IT service/solution approach | |||||
| 8.5.2.4 | Define IT solution lifecycle | |||||
| 8.5.2.5 | Develop IT service/solution "sunset" plans | |||||
| 8.5.3 | Develop and manage service/solution architecture | |||||
| 8.5.3.1 | Assess IT application and infrastructure architecture constraints | |||||
| 8.5.3.2 | Assess business constraints on IT service/solution | |||||
| 8.5.3.3 | Determine IT component integration requirements | |||||
| 8.5.3.4 | Identify opportunities for IT component reuse | |||||
| 8.5.3.5 | Promote adoption of existing service/solution architecture | |||||
| 8.5.3.6 | Develop and maintain service/solution architectures | |||||
| 8.5.3.7 | Assess IT service/solution architecture conformance | |||||
| 8.5.3.8 | Manage architectural exceptions | |||||
| 8.5.4 | Execute IT service/solution creation and testing | |||||
| 8.5.4.1 | Execute IT service/solution development lifecycle | |||||
| 8.5.4.1.1 | Assess and validate IT service/solution requirements | |||||
| 8.5.4.1.2 | Create service/solution design | |||||
| 8.5.4.1.3 | Build and test IT service/solution components | |||||
| 8.5.4.1.4 | Integrate IT components and services | |||||
| 8.5.4.1.5 | Execute IT service/solution validation | |||||
| 8.5.4.1.6 | Bundle service/solution deployment packaging | |||||
| 8.5.4.1.7 | Manage service/solution process exceptions | |||||
| 8.5.5 | Perform service/solution maintenance and testing | |||||
| 8.5.5.1 | Execute IT service/solution maintenance lifecycle | |||||
| 8.5.5.1.1 | Assess IT remediation | |||||
| 8.5.5.1.2 | Modify service/solution design | |||||
| 8.5.5.1.3 | Perform IT service/solution remediation | |||||
| 8.5.5.1.4 | Manage service/solution operations | |||||
| 8.5.5.1.5 | Prepare fixed/enhanced service/solution packaging | |||||
| 8.6 | Deploy services/solutions | |||||
| 8.6.1 | Develop and manage service/solution deployment strategy | |||||
| 8.6.1.1 | Assess IT deployment business impact | |||||
| 8.6.1.2 | Establish IT deployment policies | |||||
| 8.6.1.3 | Define and create deployment procedure workflow | |||||
| 8.6.1.4 | Define IT change/release standards | |||||
| 8.6.1.5 | Assign deployment approval responsibilities | |||||
| 8.6.1.6 | Analyze deployments outcomes | |||||
| 8.6.2 | Plan service and solution implementation | |||||
| 8.6.2.1 | Assess IT deployment risk | |||||
| 8.6.2.2 | Define implementation schedule and roll-out sequence | |||||
| 8.6.2.3 | Determine implementation requirements | |||||
| 8.6.2.4 | Plan and align user testing and resources | |||||
| 8.6.2.5 | Develop IT training | |||||
| 8.6.2.6 | Create implementation communications | |||||
| 8.6.2.7 | Manage IT roll-back procedures | |||||
| 8.6.3 | Manage change deployment control | |||||
| 8.6.3.1 | Asses IT change/release impact | |||||
| 8.6.3.2 | Confirm change/release compliance | |||||
| 8.6.3.3 | Assess IT change/release risk | |||||
| 8.6.3.4 | Consolidate IT change | |||||
| 8.6.3.5 | Create and communicate deployment schedule | |||||
| 8.6.3.6 | Approve change/release deployment | |||||
| 8.6.3.7 | Document IT change/release outcome | |||||
| 8.6.4 | Implement technology solutions | |||||
| 8.6.4.1 | Confirm hardware/software operational status | |||||
| 8.6.4.2 | Confirm operational availability | |||||
| 8.6.4.3 | Execute internal IT implementation plan | |||||
| 8.6.4.4 | Confirm implementation completion | |||||
| 8.6.4.5 | Implement software change/release | |||||
| 8.6.4.6 | Perform post-installation testing | |||||
| 8.6.4.7 | Distribute software components network-wide | |||||
| 8.6.4.8 | Verify change/release implementation success | |||||
| 8.6.4.9 | Execute roll-back plan | |||||
| 8.6.5 | Perform service and solution rollout | |||||
| 8.6.5.1 | Conduct IT training | |||||
| 8.6.5.2 | Prepare and distribute service/solution communications | |||||
| 8.6.5.3 | Support organizational changes | |||||
| 8.6.5.4 | Execute rollout plans | |||||
| 8.6.5.5 | Provide rollout support | |||||
| 8.6.5.6 | Manage rollout support capabilities | |||||
| 8.6.5.7 | Monitor and record rollout issues | |||||
| 8.7 | Create and manage support services/solutions | |||||
| 8.7.1 | Define and establish service delivery strategy | |||||
| 8.7.1.1 | Assess business objectives and IT service delivery | |||||
| 8.7.1.2 | Define IT service delivery portfolio | |||||
| 8.7.1.3 | Create and maintain IT service delivery model | |||||
| 8.7.1.4 | Determine IT service delivery locations and activities | |||||
| 8.7.1.5 | Define IT service delivery sourcing strategy | |||||
| 8.7.2 | Define and develop service support strategy | |||||
| 8.7.2.1 | Assess business objectives and IT service support delivery | |||||
| 8.7.2.2 | Define IT service support portfolio | |||||
| 8.7.2.3 | Create and maintain IT support model | |||||
| 8.7.2.4 | Develop IT support service sourcing strategy | |||||
| 8.7.2.5 | Establish support service framework | |||||
| 8.7.2.6 | Provide service support tools and technology | |||||
| 8.7.3 | Plan and manage service delivery control | |||||
| 8.7.3.1 | Plan operational activities for IT service delivery | |||||
| 8.7.3.1.1 | Schedule service delivery resources | |||||
| 8.7.3.1.2 | Maintain/optimize batch job schedule | |||||
| 8.7.3.1.3 | Schedule change/release windows | |||||
| 8.7.3.1.4 | Schedule/optimize backup and archive activities | |||||
| 8.7.3.1.5 | Balance operational workloads across available infrastructure components | |||||
| 8.7.3.1.6 | Determine specific problem support procedures | |||||
| 8.7.4 | Develop and manage infrastructure resource planning | |||||
| 8.7.4.1 | Develop IT service delivery strategy | |||||
| 8.7.4.2 | Assess IT infrastructure business objectives | |||||
| 8.7.4.3 | Determine ongoing IT infrastructure capabilities | |||||
| 8.7.4.4 | Plan IT infrastructure change | |||||
| 8.7.4.5 | Plan and budget IT license usage volumes | |||||
| 8.7.5 | Define service support planning | |||||
| 8.7.5.1 | Understand IT support demand patterns | |||||
| 8.7.5.2 | Determine required support resource levels, responsibilities, and capabilities | |||||
| 8.7.5.3 | Maintain service support knowledge repository | |||||
| 8.7.5.4 | Maintain service support learning | |||||
| 8.7.5.5 | Communicate service support needs | |||||
| 8.7.5.6 | Define IT escalation mechanisms | |||||
| 8.7.5.7 | Manage IT service support resources | |||||
| 8.7.5.8 | Coordinate with external support providers | |||||
| 8.7.5.9 | Triage IT service delivery incidents | |||||
| 8.7.5.10 | Monitor IT service support performance | |||||
| 8.7.6 | Develop and manage service delivery operations | |||||
| 8.7.6.1 | Operate and monitor online systems | |||||
| 8.7.6.2 | Run and monitor batch job schedule | |||||
| 8.7.6.3 | Manage service delivery workloads | |||||
| 8.7.6.4 | Manage infrastructure performance and capacity | |||||
| 8.7.6.5 | Respond to unplanned operational issues | |||||
| 8.7.6.6 | Produce and distribute output media | |||||
| 8.7.6.7 | Monitor IT infrastructure security | |||||
| 8.7.6.8 | Manage IT infrastructure/data recovery | |||||
| 8.7.7 | Manage infrastructure resource administration | |||||
| 8.7.7.1 | Manage infrastructure configuration | |||||
| 8.7.7.2 | Perform infrastructure component maintenance | |||||
| 8.7.7.3 | Install/configure/upgrade infrastructure components | |||||
| 8.7.7.4 | Maintain IT asset records | |||||
| 8.7.7.5 | Administer IT licenses/user agreements | |||||
| 8.7.7.6 | Provide IT infrastructure service and capabilities | |||||
| 8.7.8 | Operate IT user support | |||||
| 8.7.8.1 | Triage IT issues/requests | |||||
| 8.7.8.2 | Provide IT resolution capabilities | |||||
| 8.7.8.3 | Manage IT user requests | |||||
| 8.7.8.4 | Escalate IT requests | |||||
| 8.7.8.5 | Resolve IT issues/requests | |||||
| 8.7.8.6 | Execute IT continuity and recovery action | |||||
Process and performance improvement, helps organizations adapt to rapidly changing environments, build new and better ways to work, and succeed in a competitive marketplace. With a focus on productivity, knowledge management, benchmarking, and quality improvement initiatives, organisations such as the APQC works with its member organizations to identify best practices; discover effective methods of improvement; broadly disseminate findings; and connect individuals with one another and the knowledge, training, and tools they need to succeed.
This APQC Process Classification Framework® (“PCF”) is an open standard developed by APQC, a nonprofit that promotes benchmarking and best practices worldwide. The PCF is intended to facilitate organizational improvement through process management and benchmarking, regardless of industry, size, or geography. To download the full PCF or industry-specific versions of the PCF, as well as associated measures and benchmarking, please visit www.apqc.org/pcf.
