8.7 - Create and manage support services/solutions
PCF ID: 20866 | Elements: 62 | Metrics Available: Y | Benchmarkable: 1
Definition
Establishing and managing services for providing support to users of IT services and solutions. Define the plethora of services by which the organization assists users of computers, software products, or other information technology products.
Overview
This process group covers create and manage support services/solutions within the broader context of Manage Information Technology (IT).
Process Hierarchy
Processes
| ID | Process | PCF ID | Sub-elements | Metrics |
|---|---|---|---|---|
| 8.7.1 | Define and establish service delivery strategy | 20867 | 5 | N |
| 8.7.2 | Define and develop service support strategy | 20873 | 6 | N |
| 8.7.3 | Plan and manage service delivery control | 20880 | 7 | N |
| 8.7.4 | Develop and manage infrastructure resource planning | 20888 | 5 | N |
| 8.7.5 | Define service support planning | 20895 | 10 | N |
| 8.7.6 | Develop and manage service delivery operations | 20905 | 8 | N |
| 8.7.7 | Manage infrastructure resource administration | 20914 | 6 | N |
| 8.7.8 | Operate IT user support | 20921 | 6 | N |
8.7.1 - Define and establish service delivery strategy
PCF ID: 20867
Definition: Defining and establishing strategy for delivering IT services and solutions to the users. Design an IT service delivery model that defines the processes and procedures needed to deliver the IT services and solutions.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 8.7.1.1 | Assess business objectives and IT service delivery | 20868 | 0 | N |
| 8.7.1.2 | Define IT service delivery portfolio | 20869 | 0 | N |
| 8.7.1.3 | Create and maintain IT service delivery model | 20870 | 0 | N |
| 8.7.1.4 | Determine IT service delivery locations and activities | 20871 | 0 | N |
| 8.7.1.5 | Define IT service delivery sourcing strategy | 20872 | 0 | N |
8.7.1.1 - Assess business objectives and IT service delivery
Definition: Assessing the goals and objectives of IT service delivery and how it contributes to the overall business objectives. Align with the business objectives of the organization.
8.7.1.2 - Define IT service delivery portfolio
Definition: Creating and establishing a repository of IT service delivery offerings.
8.7.1.3 - Create and maintain IT service delivery model
Definition: Design and maintaining an IT service delivery model that defines the processes and procedures needed to deliver the IT services and solutions.
8.7.1.4 - Determine IT service delivery locations and activities
Definition: Determining locations and types of IT services and solutions which need to be delivered.
8.7.1.5 - Define IT service delivery sourcing strategy
Definition: Defining a strategy for sourcing delivery of IT services and solutions. Examine the pros and cons of various sources that can support the delivery process. Select the most feasible and cost-effective sources.
8.7.2 - Define and develop service support strategy
PCF ID: 20873
Definition: Defining and creating a strategy for provision of support to users of IT services and solutions.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 8.7.2.1 | Assess business objectives and IT service support delivery | 20874 | 0 | N |
| 8.7.2.2 | Define IT service support portfolio | 20875 | 0 | N |
| 8.7.2.3 | Create and maintain IT support model | 20876 | 0 | N |
| 8.7.2.4 | Develop IT support service sourcing strategy | 20877 | 0 | N |
| 8.7.2.5 | Establish support service framework | 20878 | 0 | N |
| 8.7.2.6 | Provide service support tools and technology | 20879 | 0 | N |
8.7.2.1 - Assess business objectives and IT service support delivery
Definition: Assessing the goals of IT service support delivery and how it aligns to contribute to the overall business objectives.
8.7.2.2 - Define IT service support portfolio
Definition: Defining different IT support services and solutions such as remote support and cloud support. Include planned IT initiatives and ongoing IT services (such as application support).
8.7.2.3 - Create and maintain IT support model
Definition: Design and maintaining an IT support model that defines the processes and procedures needed to support users of IT services and solutions.
8.7.2.4 - Develop IT support service sourcing strategy
Definition: Developing a strategy for sourcing resources to support users of IT services and solutions. Establish sources that will make use of e-mail, live support software online, or a tool where users can log a call or incident in order to retrieve IT support.
8.7.2.5 - Establish support service framework
Definition: Creating an agenda for the rules and regulations of support service that deal with providing support to users of IT services and solutions.
8.7.2.6 - Provide service support tools and technology
Definition: Providing the tools and techniques to support users of IT services and solutions, and choosing the most appropriate tools and techniques. Evaluate the pros and cons of all the methodologies and tools available. Choose the most efficient and effective methodology.
8.7.3 - Plan and manage service delivery control
PCF ID: 20880
Definition: Determine and manage service delivery flow across different business functions. Understand the level of services needed by different stakeholders. Identify major service delivery touch points and criticality associated. Ensure timely communication with users.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 8.7.3.1 | Plan operational activities for IT service delivery | 20881 | 6 | N |
8.7.3.1 - Plan operational activities for IT service delivery (6 tasks)
Definition: Planning different delivery services for operational activities within the IT function. Use service delivery systems to manage the IT service delivery services.
| ID | Task | PCF ID | Definition |
|---|---|---|---|
| 8.7.3.1.1 | Schedule service delivery resources | 20882 | Scheduling resources to provide service delivery to IT users. Ensure design, dev... |
| 8.7.3.1.2 | Maintain/optimize batch job schedule | 20883 | Maintaining and scheduling batch jobs to run in the background at a certain date... |
| 8.7.3.1.3 | Schedule change/release windows | 20884 | Determine the timely change or release of IT services or support. Assign periodi... |
| 8.7.3.1.4 | Schedule/optimize backup and archive activities | 20885 | Schedule or optimize backup and archive activities for IT services and solutions... |
| 8.7.3.1.5 | Balance operational workloads across available inf... | 20886 | Balancing workloads of all the processes and services that are provisioned to th... |
| 8.7.3.1.6 | Determine specific problem support procedures | 20887 | Determining process and procedure to provide support for specific IT service pro... |
8.7.4 - Develop and manage infrastructure resource planning
PCF ID: 20888
Definition: Developing and managing the resources required for administration of infrastructure. Manage the IT inventory and assets to meet organization's IT resource capacity.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 8.7.4.1 | Develop IT service delivery strategy | 20889 | 0 | N |
| 8.7.4.2 | Assess IT infrastructure business objectives | 20890 | 0 | N |
| 8.7.4.3 | Determine ongoing IT infrastructure capabilities | 20891 | 0 | N |
| 8.7.4.4 | Plan IT infrastructure change | 20892 | 0 | N |
| 8.7.4.5 | Plan and budget IT license usage volumes | 20893 | 0 | N |
8.7.4.1 - Develop IT service delivery strategy
Definition: Creating a strategy for delivering IT services and solutions. Establish the sourcing strategy. Establish the delivery process procedures and tools. Examine and choose the most effective methodologies and tools.
8.7.4.2 - Assess IT infrastructure business objectives
Definition: Assessing the goals and objectives of IT infrastructure and how it contributes to the overall business objectives.
8.7.4.3 - Determine ongoing IT infrastructure capabilities
Definition: Determining existing IT infrastructure capabilities. Identify the gaps and needs in order to enhance the existing IT infrastructure to meet growth objectives.
8.7.4.4 - Plan IT infrastructure change
Definition: Identify the gaps and needs of existing IT infrastructure. Plan and develop strategies to upgrade/replace existing IT infrastructure.
8.7.4.5 - Plan and budget IT license usage volumes
Definition: Creating a plan associated with usage volumes of IT licenses. Develop a framework to govern the licensing of an IT services along with identified usage volumes. Determine the amount of investment in IT license usage volumes and how would the license volumes be financed.
8.7.5 - Define service support planning
PCF ID: 20895
Definition: Develop strategies and methodologies to provide service support. Examine service levels, support complexity, stakeholder requirements to offer service support.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 8.7.5.1 | Understand IT support demand patterns | 20896 | 0 | N |
| 8.7.5.2 | Determine required support resource levels, responsibilities, and capabilities | 20897 | 0 | N |
| 8.7.5.3 | Maintain service support knowledge repository | 20898 | 0 | N |
| 8.7.5.4 | Maintain service support learning | 20943 | 0 | N |
| 8.7.5.5 | Communicate service support needs | 20899 | 0 | N |
| 8.7.5.6 | Define IT escalation mechanisms | 20900 | 0 | N |
| 8.7.5.7 | Manage IT service support resources | 20901 | 0 | N |
| 8.7.5.8 | Coordinate with external support providers | 20902 | 0 | N |
| 8.7.5.9 | Triage IT service delivery incidents | 20903 | 0 | N |
| 8.7.5.10 | Monitor IT service support performance | 20904 | 0 | N |
8.7.5.1 - Understand IT support demand patterns
Definition: Evaluate criticality catered by the IT support and expectations to resolve raised or identified issues. Determine the usual requests received for IT support for each area of IT operations. Ensure resolution to every identified or reported issue within specified SLAs.
8.7.5.2 - Determine required support resource levels, responsibilities, and capabilities
Definition: Determining levels of required support resources along with their responsibilities, and capabilities to resolve IT issues. Evaluate and ensure that support resources are fulfilling their responsibilities n a timely manner.
8.7.5.3 - Maintain service support knowledge repository
Definition: Create and maintain service support knowledge repository. Store, maintain, access, revise, and use knowledge for IT services. Review knowledge trends and implement knowledge transfer methodologies for competitive advantage.
8.7.5.4 - Maintain service support learning
Definition: Maintaining and transfer of knowledge towards service support with the change/upgrade in technology over a stipulated period. Ensure IT staff is well trained and tested on the new learning of service support.
8.7.5.5 - Communicate service support needs
Definition: Conveying service support needs within the organization, with the objective of providing required support services. Define processes and procedures needed to support users of IT services and solutions. Convey these procedures to appropriate governing authority.
8.7.5.6 - Define IT escalation mechanisms
Definition: Determining mechanisms to report for a higher degree of decision making depending on the criticality of IT escalations. Define the processes and procedures needed to follow for IT escalation at different levels. Convey the mechanisms within the organization.
8.7.5.7 - Manage IT service support resources
Definition: Managing resources required for administration of IT service support. Establish sources that will make use of e-mail, live support software online, or a tool where users can log a call or incident in order to retrieve IT support.
8.7.5.8 - Coordinate with external support providers
Definition: Developing a strategy that will make use of multiple resources to coordinate with external support providers in order to make the support services work more smoother.
8.7.5.9 - Triage IT service delivery incidents
Definition: Sorting the incidents of IT service delivery in certain order so that the services could be delivered based on the criticality.
8.7.5.10 - Monitor IT service support performance
Definition: Defining methodology and frequency of assessment for measuring and monitoring performance of various processes and activities of IT service support against standard set goals.
8.7.6 - Develop and manage service delivery operations
PCF ID: 20905
Definition: Developing and managing different delivery services using service delivery systems for operational activities within the IT function in order to achieve organizations goal.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 8.7.6.1 | Operate and monitor online systems | 20906 | 0 | N |
| 8.7.6.2 | Run and monitor batch job schedule | 20907 | 0 | N |
| 8.7.6.3 | Manage service delivery workloads | 20908 | 0 | N |
| 8.7.6.4 | Manage infrastructure performance and capacity | 20909 | 0 | N |
| 8.7.6.5 | Respond to unplanned operational issues | 20910 | 0 | N |
| 8.7.6.6 | Produce and distribute output media | 20911 | 0 | N |
| 8.7.6.7 | Monitor IT infrastructure security | 20912 | 0 | N |
| 8.7.6.8 | Manage IT infrastructure/data recovery | 20913 | 0 | N |
8.7.6.1 - Operate and monitor online systems
Definition: Operating and defining methodology of assessment for measuring and monitoring performance of online systems against its expected result.
8.7.6.2 - Run and monitor batch job schedule
Definition: Operate and monitor the application of scheduling batch jobs to be run in the background at a certain date and time.
8.7.6.3 - Manage service delivery workloads
Definition: Analyze and manage workload needs in relation to service delivery. Plan resources and mechanism around those workload needs so that services could be delivered smoothly.
8.7.6.4 - Manage infrastructure performance and capacity
Definition: Managing the performance and capacity of infrastructure by using key performance indicators to routinely track the performance and capacity levels. Review performance. Evaluate the efficiency and effectiveness of the infrastructure.
8.7.6.5 - Respond to unplanned operational issues
Definition: Addressing to an issue in operational activities within the IT function, that occur outside of normal routine or preventative maintenance.
8.7.6.6 - Produce and distribute output media
Definition: Identify and introduce resources to display output in a viewable form to key decision makers and evaluators.
8.7.6.7 - Monitor IT infrastructure security
Definition: Identifying, examining, and recognizing any flaw or breach in security of IT infrastructure. Ensure that protocols and guidelines for individual IT components are being followed and there is no misuse of information and breach of individual or organizational privacy.
8.7.6.8 - Manage IT infrastructure/data recovery
Definition: Managing resources of IT infrastructure and their recovery capacity. Manage storage, computer hardware, software, and infrastructure resources that can be stored as inventory or provided by the organization as needed. Managing backup/recovery for IT services and solutions. Use a backup system or application.
8.7.7 - Manage infrastructure resource administration
PCF ID: 20914
Definition: Managing the resources required for administration of IT infrastructure. Manage the IT inventory and assets. Take care of the organization's IT resource capacity.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 8.7.7.1 | Manage infrastructure configuration | 20915 | 0 | N |
| 8.7.7.2 | Perform infrastructure component maintenance | 20916 | 0 | N |
| 8.7.7.3 | Install/configure/upgrade infrastructure components | 20917 | 0 | N |
| 8.7.7.4 | Maintain IT asset records | 20918 | 0 | N |
| 8.7.7.5 | Administer IT licenses/user agreements | 20919 | 0 | N |
| 8.7.7.6 | Provide IT infrastructure service and capabilities | 20920 | 0 | N |
8.7.7.1 - Manage infrastructure configuration
Definition: Identifying and tracking individual configuration items, documenting functional capabilities and interdependencies of IT infrastructure. Determining the gaps and needs in order to enhance existing infrastructure configuration.
8.7.7.2 - Perform infrastructure component maintenance
Definition: Evaluating and maintaining all aspects of infrastructure component maintenance. Ensure that all components of an IT infrastructure are functioning properly as per the expectation. Maintenance includes all preventative, routine, and corrective measures.
8.7.7.3 - Install/configure/upgrade infrastructure components
Definition: Installing/configuring/upgrading all the components required for operational activities within IT infrastructure. Ensure that all components of an IT infrastructure are functioning properly and updated to latest version/technology.
8.7.7.4 - Maintain IT asset records
Definition: Maintaining the complete list of IT items or resources available with the organization with the details on date of purchase, licenses, deployment and SLAs.
8.7.7.5 - Administer IT licenses/user agreements
Definition: Administering and overseeing the terms and policies associated with licensing the IT intellectual property. Create and manage the policies and terms governing the possible granting of a license to any external agent. Demarcate a clear framework that governs the licensing of any patents or copyrights held by the organization.
8.7.7.6 - Provide IT infrastructure service and capabilities
Definition: Providing all the infrastructure services and capabilities required for operational activities within the IT function supporting overall business objectives.
8.7.8 - Operate IT user support
PCF ID: 20921
Definition: Managing systematic user support functionality and capability through defined procedures. Determine, record, and monitor user requests. Execute issue/request resolution. Utilize escalation path when needed. Resolve issue/request.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 8.7.8.1 | Triage IT issues/requests | 20922 | 0 | N |
| 8.7.8.2 | Provide IT resolution capabilities | 20923 | 0 | N |
| 8.7.8.3 | Manage IT user requests | 20925 | 0 | N |
| 8.7.8.4 | Escalate IT requests | 20926 | 0 | N |
| 8.7.8.5 | Resolve IT issues/requests | 20927 | 0 | N |
| 8.7.8.6 | Execute IT continuity and recovery action | 20928 | 0 | N |
8.7.8.1 - Triage IT issues/requests
Definition: Evaluate and assign IT issues/requests accordingly to allow for the correct routing of IT issues to the relevant support teams.
8.7.8.2 - Provide IT resolution capabilities
Definition: Providing the necessary skills and competencies required to efficiently provide IT resolution through the support structure.
8.7.8.3 - Manage IT user requests
Definition: Creating an effective plan and structure to address and resolve requests of IT users. Determine, record, and monitor user requests. Obtain information about the effectiveness and performance of the user request handling process from the IT users through various means.
8.7.8.4 - Escalate IT requests
Definition: Follow processes and procedures to escalate IT requests to required levels for resolution or effective decision making when necessary.
8.7.8.5 - Resolve IT issues/requests
Definition: Creating a structure to resolve issues/requests of IT services using different mechanisms.
8.7.8.6 - Execute IT continuity and recovery action
Definition: Successfully implement preventive measures to manage IT risk of exposure to internal and external threats. Integrating the disciplines of Emergency Response, Crisis Management, Disaster Recovery (technology continuity) and Business Continuity for IT.
Change Summary (v7.2.1 vs v6.1.1)
Changes indicated by:
+XXXXX- New element added-XXXXX- Element removedcXXXXX- Element changedNEW- Newly introduced
Complete Element List with Definitions
All 62 elements
| ID | Name | Definition |
|---|---|---|
| 8.7 | Create and manage support services/solutions | Establishing and managing services for providing support to users of IT services and solutions. Defi... |
| 8.7.1 | Define and establish service delivery st... | Defining and establishing strategy for delivering IT services and solutions to the users. Design an ... |
| 8.7.1.1 | Assess business objectives and IT servic... | Assessing the goals and objectives of IT service delivery and how it contributes to the overall busi... |
| 8.7.1.2 | Define IT service delivery portfolio | Creating and establishing a repository of IT service delivery offerings. |
| 8.7.1.3 | Create and maintain IT service delivery ... | Design and maintaining an IT service delivery model that defines the processes and procedures needed... |
| 8.7.1.4 | Determine IT service delivery locations ... | Determining locations and types of IT services and solutions which need to be delivered. |
| 8.7.1.5 | Define IT service delivery sourcing stra... | Defining a strategy for sourcing delivery of IT services and solutions. Examine the pros and cons of... |
| 8.7.2 | Define and develop service support strat... | Defining and creating a strategy for provision of support to users of IT services and solutions. |
| 8.7.2.1 | Assess business objectives and IT servic... | Assessing the goals of IT service support delivery and how it aligns to contribute to the overall bu... |
| 8.7.2.2 | Define IT service support portfolio | Defining different IT support services and solutions such as remote support and cloud support. Inclu... |
| 8.7.2.3 | Create and maintain IT support model | Design and maintaining an IT support model that defines the processes and procedures needed to suppo... |
| 8.7.2.4 | Develop IT support service sourcing stra... | Developing a strategy for sourcing resources to support users of IT services and solutions. Establis... |
| 8.7.2.5 | Establish support service framework | Creating an agenda for the rules and regulations of support service that deal with providing support... |
| 8.7.2.6 | Provide service support tools and techno... | Providing the tools and techniques to support users of IT services and solutions, and choosing the m... |
| 8.7.3 | Plan and manage service delivery control | Determine and manage service delivery flow across different business functions. Understand the level... |
| 8.7.3.1 | Plan operational activities for IT servi... | Planning different delivery services for operational activities within the IT function. Use service ... |
| 8.7.3.1.1 | Schedule service delivery resources | Scheduling resources to provide service delivery to IT users. Ensure design, development, deployment... |
| 8.7.3.1.2 | Maintain/optimize batch job schedule | Maintaining and scheduling batch jobs to run in the background at a certain date and time. |
| 8.7.3.1.3 | Schedule change/release windows | Determine the timely change or release of IT services or support. Assign periodic release/change to ... |
| 8.7.3.1.4 | Schedule/optimize backup and archive act... | Schedule or optimize backup and archive activities for IT services and solutions. Use a backup syste... |
| 8.7.3.1.5 | Balance operational workloads across ava... | Balancing workloads of all the processes and services that are provisioned to their internal or exte... |
| 8.7.3.1.6 | Determine specific problem support proce... | Determining process and procedure to provide support for specific IT service problems. |
| 8.7.4 | Develop and manage infrastructure resour... | Developing and managing the resources required for administration of infrastructure. Manage the IT i... |
| 8.7.4.1 | Develop IT service delivery strategy | Creating a strategy for delivering IT services and solutions. Establish the sourcing strategy. Estab... |
| 8.7.4.2 | Assess IT infrastructure business object... | Assessing the goals and objectives of IT infrastructure and how it contributes to the overall busine... |
| 8.7.4.3 | Determine ongoing IT infrastructure capa... | Determining existing IT infrastructure capabilities. Identify the gaps and needs in order to enhance... |
| 8.7.4.4 | Plan IT infrastructure change | Identify the gaps and needs of existing IT infrastructure. Plan and develop strategies to upgrade/re... |
| 8.7.4.5 | Plan and budget IT license usage volumes | Creating a plan associated with usage volumes of IT licenses. Develop a framework to govern the lice... |
| 8.7.5 | Define service support planning | Develop strategies and methodologies to provide service support. Examine service levels, support com... |
| 8.7.5.1 | Understand IT support demand patterns | Evaluate criticality catered by the IT support and expectations to resolve raised or identified issu... |
| 8.7.5.2 | Determine required support resource leve... | Determining levels of required support resources along with their responsibilities, and capabilities... |
| 8.7.5.3 | Maintain service support knowledge repos... | Create and maintain service support knowledge repository. Store, maintain, access, revise, and use k... |
| 8.7.5.4 | Maintain service support learning | Maintaining and transfer of knowledge towards service support with the change/upgrade in technology ... |
| 8.7.5.5 | Communicate service support needs | Conveying service support needs within the organization, with the objective of providing required su... |
| 8.7.5.6 | Define IT escalation mechanisms | Determining mechanisms to report for a higher degree of decision making depending on the criticality... |
| 8.7.5.7 | Manage IT service support resources | Managing resources required for administration of IT service support. Establish sources that will ma... |
| 8.7.5.8 | Coordinate with external support provide... | Developing a strategy that will make use of multiple resources to coordinate with external support p... |
| 8.7.5.9 | Triage IT service delivery incidents | Sorting the incidents of IT service delivery in certain order so that the services could be delivere... |
| 8.7.5.10 | Monitor IT service support performance | Defining methodology and frequency of assessment for measuring and monitoring performance of various... |
| 8.7.6 | Develop and manage service delivery oper... | Developing and managing different delivery services using service delivery systems for operational a... |
| 8.7.6.1 | Operate and monitor online systems | Operating and defining methodology of assessment for measuring and monitoring performance of online ... |
| 8.7.6.2 | Run and monitor batch job schedule | Operate and monitor the application of scheduling batch jobs to be run in the background at a certai... |
| 8.7.6.3 | Manage service delivery workloads | Analyze and manage workload needs in relation to service delivery. Plan resources and mechanism arou... |
| 8.7.6.4 | Manage infrastructure performance and ca... | Managing the performance and capacity of infrastructure by using key performance indicators to routi... |
| 8.7.6.5 | Respond to unplanned operational issues | Addressing to an issue in operational activities within the IT function, that occur outside of norma... |
| 8.7.6.6 | Produce and distribute output media | Identify and introduce resources to display output in a viewable form to key decision makers and eva... |
| 8.7.6.7 | Monitor IT infrastructure security | Identifying, examining, and recognizing any flaw or breach in security of IT infrastructure. Ensure ... |
| 8.7.6.8 | Manage IT infrastructure/data recovery | Managing resources of IT infrastructure and their recovery capacity. Manage storage, computer hardwa... |
| 8.7.7 | Manage infrastructure resource administr... | Managing the resources required for administration of IT infrastructure. Manage the IT inventory and... |
| 8.7.7.1 | Manage infrastructure configuration | Identifying and tracking individual configuration items, documenting functional capabilities and int... |
| 8.7.7.2 | Perform infrastructure component mainten... | Evaluating and maintaining all aspects of infrastructure component maintenance. Ensure that all comp... |
| 8.7.7.3 | Install/configure/upgrade infrastructure... | Installing/configuring/upgrading all the components required for operational activities within IT in... |
| 8.7.7.4 | Maintain IT asset records | Maintaining the complete list of IT items or resources available with the organization with the deta... |
| 8.7.7.5 | Administer IT licenses/user agreements | Administering and overseeing the terms and policies associated with licensing the IT intellectual pr... |
| 8.7.7.6 | Provide IT infrastructure service and ca... | Providing all the infrastructure services and capabilities required for operational activities withi... |
| 8.7.8 | Operate IT user support | Managing systematic user support functionality and capability through defined procedures. Determine,... |
| 8.7.8.1 | Triage IT issues/requests | Evaluate and assign IT issues/requests accordingly to allow for the correct routing of IT issues to ... |
| 8.7.8.2 | Provide IT resolution capabilities | Providing the necessary skills and competencies required to efficiently provide IT resolution throug... |
| 8.7.8.3 | Manage IT user requests | Creating an effective plan and structure to address and resolve requests of IT users. Determine, rec... |
| 8.7.8.4 | Escalate IT requests | Follow processes and procedures to escalate IT requests to required levels for resolution or effecti... |
| 8.7.8.5 | Resolve IT issues/requests | Creating a structure to resolve issues/requests of IT services using different mechanisms. |
| 8.7.8.6 | Execute IT continuity and recovery actio... | Successfully implement preventive measures to manage IT risk of exposure to internal and external th... |
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