| Full Process Description | 30-Transform/Innovate | 20-Change/
Improve | 10-Run/
Operate |
| 7 Manage Information Technology (10008) |
|
| 1 |
| 7.1 Manage the business of information technology (10563) |
|
| 1 |
| 7.1.1 Develop the enterprise IT strategy (10570) | 1 | |
|
| 7.1.1.1 Build strategic intelligence (10603) | 1 |
|
|
| 7.1.1.2 Identify long-term IT needs of the enterprise in collaboration with stakeholders (10604) |
| 1 |
|
| 7.1.1.3 Define strategic standards, guidelines, and principles (10605) | 1 | |
|
| 7.1.1.4 Define and establish IT architecture and development standards (10606) | 1 |
|
|
| 7.1.1.5 Define strategic vendors for IT components (10607) |
| 1 |
|
| 7.1.1.6 Establish IT governance organization and processes (10608) | 1 | |
|
| 7.1.1.7 Build strategic plan to support business objectives (10609) | 1 |
|
|
| 7.1.2 Define the enterprise architecture (10571) | 1 |
|
|
| 7.1.2.1 Establish the enterprise architecture definition (10611) | 1 |
|
|
| 7.1.2.2 Confirm enterprise architecture maintenance approach (10612) | 1 |
|
|
| 7.1.2.3 Maintain the relevance of the enterprise architecture (10613) | 1 |
|
|
| 7.1.2.4 Act as clearinghouse for IT research and innovation (10614) | 1 |
|
|
| 7.1.2.5 Govern the enterprise architecture (10615) | 1 |
|
|
| 7.1.3 Manage the IT portfolio (10572) |
| 1 |
|
| 7.1.3.1 Establish the IT portfolio (10616) |
| 1 |
|
| 7.1.3.2 Analyze and evaluate the value of the iT portfolio for the enterprise (10617) |
| 1 |
|
| 7.1.3.3 Provision resources in accordance with strategic priorities (10618) |
| 1 |
|
| 7.1.4 Perform IT research and innovation (10573) | 1 |
|
|
| 7.1.4.1 Research technologies to innovate IT services and solutions (10620) | 1 |
|
|
| 7.1.4.2 Transition viable technologies for IT services and solutions development (10621) |
| 1 |
|
| 7.1.5 Evaluate and communicate IT business value and performance (10575) |
| 1 |
|
| 7.1.5.1 Establish and monitor key performance indicators (10625) |
| 1 |
|
| 7.1.5.2 Evaluate IT plan performance (10626) |
| 1 |
|
| 7.1.5.3 Communicate IT value (10627) |
| 1 |
|
| 7.2 Develop and manage IT customer relationships (10564) |
| 1 |
|
| 7.2.1 Develop IT services and solutions strategy (10578) |
| 1 |
|
| 7.2.1.1 Research IT services and solutions to address business and user requirements (11244) | 1 |
|
|
| 7.2.1.2 Translate business and user requirements into IT services and solutions requirements (11245) |
| 1 |
|
| 7.2.1.3 Formulate IT services and solutions strategic initiatives (11246) |
| 1 |
|
| 7.2.1.4 Coordinate strategies with internal stakeholders to ensure alignment (11247) |
| 1 |
|
| 7.2.1.5 Evaluate and select IT services and solutions strategic initiatives (11248) |
| 1 |
|
| 7.2.2 Develop and manage IT service levels (10579) |
|
| 1 |
| 7.2.2.1 Create and maintain the IT services and solutions catalog (10640) |
|
| 1 |
| 7.2.2.2 Establish and maintain business and IT service-level agreements (10641) |
|
| 1 |
| 7.2.2.3 Evaluate and report service-level attainment results (10642) |
|
| 1 |
| 7.2.2.4 Communicate business and IT service-level improvement opportunities (10643) |
| 1 |
|
| 7.2.3 Perform demand-side management (DSM) for IT services (10580) |
|
| 1 |
| 7.2.3.1 Analyze IT services and solutions consumption and usage (10644) |
|
| 1 |
| 7.2.3.2 Develop and implement incentive programs that improve consumption efficiency (10645) |
| 1 |
|
| 7.2.3.3 Develop volume/unit forecast for IT services and solutions (10646) |
| 1 |
|
| 7.2.4 Manage IT customer satisfaction (10581) |
|
| 1 |
| 7.2.4.1 Capture and analyze customer satisfaction (10647) |
|
| 1 |
| 7.2.4.2 Assess and communicate customer satisfaction patterns (10648) |
|
| 1 |
| 7.2.4.3 Initiate improvements based on customer satisfaction patterns (10649) |
| 1 |
|
| 7.2.5 Market IT services and solutions (10582) |
|
| 1 |
| 7.2.5.1 Develop IT services and solutions marketing strategy (10650) |
|
| 1 |
| 7.2.5.2 Develop and manage IT customer strategy (10651) |
|
| 1 |
| 7.2.5.3 Manage IT services and solutions advertising and promotional campaigns (10652) |
|
| 1 |
| 7.2.5.4 Process and track IT services and solutions orders (10653) |
|
| 1 |
| 7.3 Develop and implement security, privacy, and data protection controls (11220) |
| 1 |
|
| 7.3.1 Establish information security, privacy, and data protection strategies and levels (11230) |
| 1 |
|
| 7.3.2 Test, evaluate, and implement information security and privacy and data protection controls (11231) |
| 1 |
|
| 7.4 Manage enterprise information (10565) |
|
| 1 |
| 7.4.1 Develop information and content management strategies (10583) |
|
| 1 |
| 7.4.1.1 Understand information and content management needs and the role of IT services for executing the business strategy (10654) |
| 1 |
|
| 7.4.1.2 Assess the information and content management implications of new technologies (10655) | 1 |
|
|
| 7.4.1.3 Identify and prioritize information and content management actions (10656) | 1 |
|
|
| 7.4.2 Define the enterprise information architecture (10584) | 1 |
|
|
| 7.4.2.1 Define information elements, composite structure, logical relationships and constraints, taxonomy, and derivation rules (10657) | 1 |
|
|
| 7.4.2.2 Define information access requirements (10658) | 1 |
|
|
| 7.4.2.3 Establish data custodianship (10659) |
| 1 |
|
| 7.4.2.4 Manage changes to content data architecture requirements (10660) |
| 1 |
|
| 7.4.3 Manage information resources (10585) |
| 1 |
|
| 7.4.3.1 Define the enterprise information/data policies and standards (10661) |
| 1 |
|
| 7.4.3.2 Develop and implement data and content administration (10662) |
| 1 |
|
| 7.4.4 Perform enterprise data and content management (10586) |
| 1 |
|
| 7.4.4.1 Define sources and destinations of content data (10663) |
| 1 |
|
| 7.4.4.2 Manage technical interfaces to users of content (10664) |
|
| 1 |
| 7.4.4.3 Manage retention, revision, and retirement of enterprise information (10665) |
|
| 1 |
| 7.5 Develop and maintain information technology solutions (10566) |
|
| 1 |
| 7.5.1 Develop the IT development strategy (10587) |
|
| 1 |
| 7.5.1.1 Establish sourcing strategy for IT development (10666) |
|
| 1 |
| 7.5.1.2 Define development processes, methodologies, and tools standards (10667) |
| 1 |
|
| 7.5.1.3 Select development methodologies and tools (10668) |
| 1 |
|
| 7.5.2 Perform IT services and solutions life cycle planning (10588) |
| 1 |
|
| 7.5.2.1 Plan development of new requirements (10669) |
| 1 |
|
| 7.5.2.2 Plan development of feature and functionality enhancement (10670) |
| 1 |
|
| 7.5.2.3 Develop life cycle plan for IT services and solutions (10671) |
| 1 |
|
| 7.5.3 Develop and maintain IT services and solutions architecture (10589) |
| 1 | |
| 7.5.3.1 Create IT services and solutions architecture (10672) |
| 1 |
|
| 7.5.3.2 Revise IT services and solutions architecture (10673) |
| 1 |
|
| 7.5.3.3 Retire IT services and solutions architecture (10674) |
| 1 |
|
| 7.5.4 Create IT services and solutions (10590) |
| 1 |
|
| 7.5.4.1 Understand confirmed requirements (10675) |
| 1 |
|
| 7.5.4.2 Design IT services and solutions (10676) | 1 |
|
|
| 7.5.4.3 Acquire/Develop IT service/solution components (10677) |
| 1 |
|
| 7.5.4.4 Train services and solutions resources (10678) |
| 1 |
|
| 7.5.4.5 Test IT services/solutions (10679) |
| 1 |
|
| 7.5.4.6 Confirm customer acceptance (10680) |
| 1 | |
| 7.5.5 Maintain IT services and solutions (10591) |
|
| 1 |
| 7.5.5.1 Understand upkeep/enhance requirements and defect analysis (10681) |
| 1 |
|
| 7.5.5.2 Design change to existing IT service/solution (10682) | 1 |
|
|
| 7.5.5.3 Acquire/Develop changed IT service/solution component (10683) |
| 1 |
|
| 7.5.5.4 Test IT service/solution change (10684) |
| 1 |
|
| 7.5.5.5 Retire solutions and services (10685) |
| 1 |
|
| 7.6 Deploy information technology solutions (10567) |
| 1 |
|
| 7.6.1 Develop the IT deployment strategy (10592) |
| 1 |
|
| 7.6.1.1 Establish IT services and solutions change policies (10686) |
| 1 |
|
| 7.6.1.2 Define deployment process, procedures, and tools standards (10687) |
| 1 |
|
| 7.6.1.3 Select deployment methodologies and tools (10688) |
| 1 |
|
| 7.6.2 Plan and implement changes (10593) |
| 1 |
|
| 7.6.2.1 Plan change deployment (10689) |
| 1 |
|
| 7.6.2.2 Communicate changes to stakeholders (10690) |
| 1 |
|
| 7.6.2.3 Administer change schedule (10691) |
| 1 |
|
| 7.6.2.4 Train impacted users (10692) |
| 1 |
|
| 7.6.2.5 Distribute and install change (10693) |
| 1 |
|
| 7.6.2.6 Verify change (10694) |
| 1 |
|
| 7.6.3 Plan and manage releases (10594) |
| 1 |
|
| 7.6.3.1 Understand and coordinate release design and acceptance (10695) | 1 |
|
|
| 7.6.3.2 Plan release rollout (10696) |
| 1 |
|
| 7.6.3.3 Distribute and install release (10697) |
| 1 |
|
| 7.6.3.4 Verify release (10698) |
| | 1 |
| 7.7 Deliver and support information technology services (10568) |
|
| 1 |
| 7.7.1 Develop IT services and solution delivery strategy (10595) |
| 1 |
|
| 7.7.1.1 Establish sourcing strategy for IT delivery (10699) |
| 1 |
|
| 7.7.1.2 Define delivery processes, procedures, and tools standards (10700) |
| 1 |
|
| 7.7.1.3 Select delivery methodologies and tools (10701) |
| 1 |
|
| 7.7.2 Develop IT support strategy (10596) |
| 1 |
|
| 7.7.2.1 Establish sourcing strategy for IT support (10702) |
| 1 |
|
| 7.7.2.2 Define IT support services (10703) |
| 1 |
|
| 7.7.3 Manage IT infrastructure resources (10597) |
|
| 1 |
| 7.7.3.1 Manage IT inventory and assets (10704) |
|
| 1 |
| 7.7.3.2 Manage IT resource capacity (10705) |
|
| 1 |
| 7.7.4 Manage IT infrastructure operations (10598) |
|
| 1 |
| 7.7.4.1 Deliver IT services and solutions (10706) |
|
| 1 |
| 7.7.4.2 Perform IT operations support services (10707) |
|
| 1 |
| 7.7.5 Support IT services and solutions (10599) |
|
| 1 |
| 7.7.5.1 Manage availability (10708) |
|
| 1 |
| 7.7.5.2 Manage facilities (10709) |
|
| 1 |
| 7.7.5.3 Manage backup/recovery (10710) |
|
| 1 |
| 7.7.5.4 Manage performance and capacity (10711) |
|
| 1 |
| 7.7.5.5 Manage incidents (10712) |
|
| 1 |
| 7.7.5.6 Manage problems (10713) |
|
| 1 |
| 7.7.5.7 Manage inquiries (10714) |
|
| 1 |
| 23 | 74 | 40 |