8.0 - Manage Information Technology (IT)
PCF Category: 8.0
Total Elements: 321
Hierarchy Depth: Up to 4 levels
Overview
This category encompasses all processes related to manage information technology (it) within an enterprise.
Process Groups (Level 1)
| Hierarchy ID | Process Group | Sub-Elements |
|---|---|---|
| 8.0 | Manage Information Technology (IT) | 0 |
| 8.1 | Develop and manage IT customer relationships | 43 |
| 8.2 | Develop and manage IT business strategy | 50 |
| 8.3 | Develop and manage IT resilience and risk | 61 |
| 8.4 | Manage information | 18 |
| 8.5 | Develop and manage services/solutions | 39 |
| 8.6 | Deploy services/solutions | 41 |
| 8.7 | Create and manage support services/solutions | 61 |
Detailed Process Hierarchy
8.0 - Manage Information Technology (IT)
PCF ID: 20607
8.1 - Develop and manage IT customer relationships
PCF ID: 20608
| ID | Process | PCF ID | Metrics |
|---|---|---|---|
| 8.1.1 | Understand IT customer needs | 20609 | N |
| 8.1.2 | Identify IT customer transformation needs | 20612 | N |
| 8.1.3 | Plan and communicate IT services | 20617 | N |
| 8.1.4 | Provide IT transformation guidance | 20623 | N |
| 8.1.5 | Develop and manage IT service levels | 20632 | N |
| 8.1.6 | Manage IT customer relationships | 20641 | N |
| 8.1.7 | Analyze service performance | 20648 | N |
8.1.1 - Understand IT customer needs (2 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.1.1.1 | Understand IT customer communities | 20610 |
| 8.1.1.2 | Assess IT customer operational capabilities | 20611 |
8.1.2 - Identify IT customer transformation needs (4 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.1.2.1 | Understand business requirements for IT capabilities | 20613 |
| 8.1.2.2 | Understand IT landscape | 20614 |
| 8.1.2.3 | Develop IT visioning | 20615 |
| 8.1.2.4 | Outline IT service expectations | 20616 |
8.1.3 - Plan and communicate IT services (5 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.1.3.1 | Manage IT customer expectations | 20618 |
| 8.1.3.2 | Define future IT services | 20619 |
| 8.1.3.3 | Determine IT performance indicators | 20620 |
| 8.1.3.4 | Create IT marketing messages | 20621 |
| 8.1.3.5 | Create IT service marketing plan | 20622 |
8.1.4 - Provide IT transformation guidance (9 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.1.4.1 | Develop IT transformation plans | 20624 |
| 8.1.4.2 | Collect IT customer requirements | 20625 |
| 8.1.4.3 | Analyze IT customer requirements | 20937 |
| 8.1.4.4 | Identify and prioritize IT opportunities | 20626 |
| 8.1.4.5 | Facilitate solution design activities | 20627 |
| 8.1.4.6 | Prioritize IT outcomes | 20628 |
| 8.1.4.7 | Develop business cases | 20629 |
| 8.1.4.8 | Support business case | 20630 |
| 8.1.4.9 | Develop transformation roadmap | 20631 |
8.1.5 - Develop and manage IT service levels (7 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.1.5.1 | Understand IT service requirements | 20633 |
| 8.1.5.2 | Forecast IT service demand | 20634 |
| 8.1.5.3 | Maintain IT services catalog | 20635 |
| 8.1.5.4 | Define service level agreement | 20636 |
| 8.1.5.5 | Maintain IT customer contracts | 20637 |
| 8.1.5.6 | Negotiate and establish service level agreements | 20638 |
| 8.1.5.7 | Develop and maintain improvement processes | 20640 |
8.1.6 - Manage IT customer relationships (5 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.1.6.1 | Establish relationship management mechanisms | 20642 |
| 8.1.6.2 | Understand IT customer strategy | 20643 |
| 8.1.6.3 | Understand IT customer environment | 20644 |
| 8.1.6.4 | Communicate IT capabilities | 20645 |
| 8.1.6.5 | Manage IT requirements | 20646 |
8.1.7 - Analyze service performance (4 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.1.7.1 | Assess SLA compliance | 20649 |
| 8.1.7.2 | Triage SLA compliance issues | 20650 |
| 8.1.7.3 | Collect feedback about IT products and services | 20647 |
| 8.1.7.4 | Synthesize and distribute IT performance information | 20938 |
8.2 - Develop and manage IT business strategy
PCF ID: 20652
| ID | Process | PCF ID | Metrics |
|---|---|---|---|
| 8.2.1 | Define business technology and governance strategy | 20653 | N |
| 8.2.2 | Manage IT portfolio strategy | 20660 | N |
| 8.2.3 | Define and maintain enterprise architecture | 20668 | N |
| 8.2.4 | Define IT service management strategy | 20674 | N |
| 8.2.5 | Control IT management system | 20682 | N |
| 8.2.6 | Manage IT value portfolio | 20693 | N |
| 8.2.7 | Define and manage technology innovation | 20699 | N |
8.2.1 - Define business technology and governance strategy (6 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.2.1.1 | Build and maintain IT strategic intelligence | 20654 |
| 8.2.1.2 | Monitor and map current and emerging technologies | 20655 |
| 8.2.1.3 | Define and communicate digital transformation strategy | 20656 |
| 8.2.1.4 | Develop IT strategic alignment | 20657 |
| 8.2.1.5 | Articulate IT alignment principles | 20658 |
| 8.2.1.6 | Maintain IT strategic alignment | 20659 |
8.2.2 - Manage IT portfolio strategy (6 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.2.2.1 | Establish and validate IT value criteria | 20661 |
| 8.2.2.2 | Determine IT portfolio investment balance | 20662 |
| 8.2.2.3 | Evaluate proposed IT investment projects | 20663 |
| 8.2.2.4 | Prioritize IT projects | 20664 |
| 8.2.2.5 | Align IT resources to strategic priorities | 20665 |
| 8.2.2.6 | Align IT portfolio to business objectives | 20667 |
8.2.3 - Define and maintain enterprise architecture (4 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.2.3.1 | Create and publish enterprise architecture principles | 20670 |
| 8.2.3.2 | Establish and operate enterprise architecture governance | 20671 |
| 8.2.3.3 | Research technologies to innovate IT services and solutions | 20672 |
| 8.2.3.4 | Provide input to definition and prioritization of IT projects | 20673 |
8.2.4 - Define IT service management strategy (7 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.2.4.1 | Establish IT service management strategy and goals | 20675 |
| 8.2.4.2 | Identify IT service operating and process requirements | 20676 |
| 8.2.4.3 | Define IT service catalog | 20677 |
| 8.2.4.4 | Establish IT service management framework | 20678 |
| 8.2.4.5 | Define and implement IT service management | 20679 |
| 8.2.4.6 | Define and deploy support service management process tools and methods | 20680 |
| 8.2.4.7 | Monitor and report IT performance | 20681 |
8.2.5 - Control IT management system (9 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.2.5.1 | Determine IT performance measures | 20683 |
| 8.2.5.2 | Define IT control points and assurance procedures governance model | 20684 |
| 8.2.5.3 | Monitor and analyze overall IT performance | 20685 |
| 8.2.5.4 | Monitor and analyze IT financial performance | 20686 |
| 8.2.5.5 | Monitor and analyze IT value and benefits | 20687 |
| 8.2.5.6 | Optimize IT resource allocation | 20688 |
| 8.2.5.7 | Manage IT projects and services interdependencies | 20689 |
| 8.2.5.8 | Report IT service and project performance | 20690 |
| 8.2.5.9 | Select, deploy, and operate IT performance analytics tools | 20692 |
8.2.6 - Manage IT value portfolio (4 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.2.6.1 | Assess performance against IT service and project value criteria | 20694 |
| 8.2.6.2 | Quantify value of IT service and project portfolio investments | 20695 |
| 8.2.6.3 | Communicate business technology value contribution | 20696 |
| 8.2.6.4 | Determine and implement IT portfolio adjustments | 20697 |
8.2.7 - Define and manage technology innovation (7 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.2.7.1 | Establish selection criteria for research initiatives | 20700 |
| 8.2.7.2 | Analyze emerging technology concepts | 20701 |
| 8.2.7.3 | Identify technology concepts and capabilities | 20702 |
| 8.2.7.4 | Execute IT research projects | 20703 |
| 8.2.7.5 | Evaluate IT research project outcomes | 20939 |
| 8.2.7.6 | Identify and promote viable concepts | 20704 |
| 8.2.7.7 | Develop and plan IT investment projects | 20705 |
8.3 - Develop and manage IT resilience and risk
PCF ID: 20706
| ID | Process | PCF ID | Metrics |
|---|---|---|---|
| 8.3.1 | Develop IT compliance, risk, and security strategy | 20707 | N |
| 8.3.2 | Develop IT resilience strategy | 20716 | N |
| 8.3.3 | Control IT risk, compliance, and security | 20721 | N |
| 8.3.4 | Plan and manage IT continuity | 20731 | N |
| 8.3.5 | Develop and manage IT security, privacy, and data protection | 20735 | N |
| 8.3.6 | Conduct and analyze IT compliance assessments | 20743 | N |
| 8.3.7 | Develop and execute IT resilience and continuity operations | 20749 | N |
| 8.3.8 | Manage IT user identity and authorization | 20756 | N |
8.3.1 - Develop IT compliance, risk, and security strategy (10 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.3.1.1 | Determine and evaluate IT regulatory and audit requirements | 20708 |
| 8.3.1.2 | Understand business unit risk tolerance | 20940 |
| 8.3.1.3 | Establish IT risk tolerance | 20709 |
| 8.3.1.4 | Establish risk ownership | 20710 |
| 8.3.1.5 | Establish and maintain risk management roles | 20711 |
| 8.3.1.6 | Establish compliance objectives | 20712 |
| 8.3.1.7 | Identify systems to support compliance | 20941 |
| 8.3.1.8 | Identify and evaluate IT risk | 20713 |
| 8.3.1.9 | Evaluate IT-related risks resiliency | 20714 |
| 8.3.1.10 | Create IT risk mitigation strategies and approaches | 20715 |
8.3.2 - Develop IT resilience strategy (4 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.3.2.1 | Determine IT delivery resiliency | 20717 |
| 8.3.2.2 | Determine critical IT risks | 20718 |
| 8.3.2.3 | Prioritize IT risks | 20719 |
| 8.3.2.4 | Establish mitigation approaches for IT risks | 20720 |
8.3.3 - Control IT risk, compliance, and security (10 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.3.3.1 | Evaluate enterprise regulatory and compliance obligations | 20722 |
| 8.3.3.2 | Analyze IT security threat impact | 20723 |
| 8.3.3.3 | Create and maintain IT compliance requirements | 20724 |
| 8.3.3.4 | Create and maintain IT security policies, standards, and procedures | 20942 |
| 8.3.3.5 | Develop and deploy risk management training | 20725 |
| 8.3.3.6 | Establish risk reporting capabilities and responsibilities | 20726 |
| 8.3.3.7 | Establish communication standards | 20727 |
| 8.3.3.8 | Conduct IT risk and threat assessments | 20728 |
| 8.3.3.9 | Monitor and manage IT activity risk | 20729 |
| 8.3.3.10 | Identify, supervise and monitor IT risk mitigation measures | 20730 |
8.3.4 - Plan and manage IT continuity (3 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.3.4.1 | Evaluate IT continuity | 20732 |
| 8.3.4.2 | Identify IT continuity gaps | 20733 |
| 8.3.4.3 | Manage IT business continuity | 20734 |
8.3.5 - Develop and manage IT security, privacy, and data protection (7 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.3.5.1 | Assess IT regulatory and confidentiality requirements and policies | 20736 |
| 8.3.5.2 | Create IT security, privacy, and data protection risk governance | 20737 |
| 8.3.5.3 | Define IT data security and privacy policies, standards, and procedures | 20738 |
| 8.3.5.4 | Review and monitor physical and logical IT data security measures | 20739 |
| 8.3.5.5 | Review and monitor application security controls | 20740 |
| 8.3.5.6 | Review and monitor IT physical environment security controls | 20741 |
| 8.3.5.7 | Monitor/analyze network intrusion detection data and resolve threats | 20742 |
8.3.6 - Conduct and analyze IT compliance assessments (5 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.3.6.1 | Conduct projects to enhance IT compliance and remediate risk | 20744 |
| 8.3.6.2 | Conduct IT compliance control auditing of internal and external services | 20745 |
| 8.3.6.3 | Perform IT compliance reporting | 20746 |
| 8.3.6.4 | Identify and escalate IT compliance issues and remediation requirements | 20747 |
| 8.3.6.5 | Support external audits and reports | 20748 |
8.3.7 - Develop and execute IT resilience and continuity operations (6 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.3.7.1 | Conduct IT resilience improvement projects | 20750 |
| 8.3.7.2 | Develop, document, and maintain IT business continuity planning | 20751 |
| 8.3.7.3 | Implement and enforce change control procedures | 20752 |
| 8.3.7.4 | Execute recurring IT service provider business continuity | 20753 |
| 8.3.7.5 | Provide IT resilience training | 20754 |
| 8.3.7.6 | Execute recurring IT business operations continuity | 20755 |
8.3.8 - Manage IT user identity and authorization (8 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.3.8.1 | Support integration of identity and authorization policies | 20757 |
| 8.3.8.2 | Manage IT user directory | 20758 |
| 8.3.8.3 | Manage IT user authorization | 20759 |
| 8.3.8.4 | Manage IT user authentication mechanisms | 20760 |
| 8.3.8.5 | Audit IT user identity and authorization systems | 20761 |
| 8.3.8.6 | Respond to IT information security and network breaches | 20762 |
| 8.3.8.7 | Conduct penetration testing | 20763 |
| 8.3.8.8 | Audit integration of user identity and authorization systems | 20764 |
8.4 - Manage information
PCF ID: 20765
| ID | Process | PCF ID | Metrics |
|---|---|---|---|
| 8.4.1 | Define business information and analytics strategy | 20766 | N |
| 8.4.2 | Define and maintain business information architecture | 20770 | N |
| 8.4.3 | Define and execute business information lifecycle planning and control | 20776 | N |
| 8.4.4 | Manage business information content | 20779 | N |
8.4.1 - Define business information and analytics strategy (3 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.4.1.1 | Establish data, information, and analytic objectives | 20767 |
| 8.4.1.2 | Establish data, information, and analytic governance | 20768 |
| 8.4.1.3 | Access IT data/analytic capabilities | 20769 |
8.4.2 - Define and maintain business information architecture (5 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.4.2.1 | Determine enterprise business information requirements | 20771 |
| 8.4.2.2 | Define enterprise data models | 20772 |
| 8.4.2.3 | Identify and understand external data sources | 20773 |
| 8.4.2.4 | Establish data ownership and stewardship responsibilities | 20774 |
| 8.4.2.5 | Maintain and evolve enterprise data and information architecture | 20775 |
8.4.3 - Define and execute business information lifecycle planning and control (2 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.4.3.1 | Define and maintain enterprise information policies, standards, and procedures | 20777 |
| 8.4.3.2 | Implement and execute data administration responsibilities | 20778 |
8.4.4 - Manage business information content (4 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.4.4.1 | Monitor and control business information | 20780 |
| 8.4.4.2 | Maintain business information feeds and repositories | 20781 |
| 8.4.4.3 | Perform internal usage audits | 20782 |
| 8.4.4.4 | Implement and administer business information access | 20783 |
8.5 - Develop and manage services/solutions
PCF ID: 20784
| ID | Process | PCF ID | Metrics |
|---|---|---|---|
| 8.5.1 | Develop service/solution and integration strategy | 20785 | N |
| 8.5.2 | Manage service/solution lifecycle planning | 20793 | N |
| 8.5.3 | Develop and manage service/solution architecture | 20799 | N |
| 8.5.4 | Execute IT service/solution creation and testing | 20808 | N |
| 8.5.5 | Perform service/solution maintenance and testing | 20817 | N |
8.5.1 - Develop service/solution and integration strategy (7 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.5.1.1 | Determine IT service/solution development | 20786 |
| 8.5.1.2 | Define IT service/solution development processes/standards | 20787 |
| 8.5.1.3 | Identify, deploy, and support development methodologies and tools | 20788 |
| 8.5.1.4 | Establish service component criteria | 20789 |
| 8.5.1.5 | Understand and select reusable service components | 20790 |
| 8.5.1.6 | Maintain service component portfolio | 20791 |
| 8.5.1.7 | Establish development standards exception governance | 20792 |
8.5.2 - Manage service/solution lifecycle planning (5 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.5.2.1 | Monitor and track emerging technology capabilities | 20794 |
| 8.5.2.2 | Identify IT services/solutions | 20795 |
| 8.5.2.3 | Determine IT service/solution approach | 20796 |
| 8.5.2.4 | Define IT solution lifecycle | 20797 |
| 8.5.2.5 | Develop IT service/solution "sunset" plans | 20798 |
8.5.3 - Develop and manage service/solution architecture (8 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.5.3.1 | Assess IT application and infrastructure architecture constraints | 20800 |
| 8.5.3.2 | Assess business constraints on IT service/solution | 20801 |
| 8.5.3.3 | Determine IT component integration requirements | 20802 |
| 8.5.3.4 | Identify opportunities for IT component reuse | 20803 |
| 8.5.3.5 | Promote adoption of existing service/solution architecture | 20804 |
| 8.5.3.6 | Develop and maintain service/solution architectures | 20805 |
| 8.5.3.7 | Assess IT service/solution architecture conformance | 20806 |
| 8.5.3.8 | Manage architectural exceptions | 20807 |
8.5.4 - Execute IT service/solution creation and testing (8 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.5.4.1 | Execute IT service/solution development lifecycle | 20809 |
| 8.5.4.1.1 | Assess and validate IT service/solution requirements | 20810 |
| 8.5.4.1.2 | Create service/solution design | 20811 |
| 8.5.4.1.3 | Build and test IT service/solution components | 20812 |
| 8.5.4.1.4 | Integrate IT components and services | 20813 |
| 8.5.4.1.5 | Execute IT service/solution validation | 20814 |
| 8.5.4.1.6 | Bundle service/solution deployment packaging | 20815 |
| 8.5.4.1.7 | Manage service/solution process exceptions | 20816 |
8.5.5 - Perform service/solution maintenance and testing (6 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.5.5.1 | Execute IT service/solution maintenance lifecycle | 20818 |
| 8.5.5.1.1 | Assess IT remediation | 20819 |
| 8.5.5.1.2 | Modify service/solution design | 20820 |
| 8.5.5.1.3 | Perform IT service/solution remediation | 20821 |
| 8.5.5.1.4 | Manage service/solution operations | 20822 |
| 8.5.5.1.5 | Prepare fixed/enhanced service/solution packaging | 20823 |
8.6 - Deploy services/solutions
PCF ID: 20824
| ID | Process | PCF ID | Metrics |
|---|---|---|---|
| 8.6.1 | Develop and manage service/solution deployment strategy | 20825 | N |
| 8.6.2 | Plan service and solution implementation | 20832 | N |
| 8.6.3 | Manage change deployment control | 20840 | N |
| 8.6.4 | Implement technology solutions | 20848 | N |
| 8.6.5 | Perform service and solution rollout | 20858 | N |
8.6.1 - Develop and manage service/solution deployment strategy (6 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.6.1.1 | Assess IT deployment business impact | 20826 |
| 8.6.1.2 | Establish IT deployment policies | 20827 |
| 8.6.1.3 | Define and create deployment procedure workflow | 20828 |
| 8.6.1.4 | Define IT change/release standards | 20829 |
| 8.6.1.5 | Assign deployment approval responsibilities | 20830 |
| 8.6.1.6 | Analyze deployments outcomes | 20831 |
8.6.2 - Plan service and solution implementation (7 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.6.2.1 | Assess IT deployment risk | 20833 |
| 8.6.2.2 | Define implementation schedule and roll-out sequence | 20834 |
| 8.6.2.3 | Determine implementation requirements | 20835 |
| 8.6.2.4 | Plan and align user testing and resources | 20836 |
| 8.6.2.5 | Develop IT training | 20837 |
| 8.6.2.6 | Create implementation communications | 20838 |
| 8.6.2.7 | Manage IT roll-back procedures | 20839 |
8.6.3 - Manage change deployment control (7 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.6.3.1 | Asses IT change/release impact | 20841 |
| 8.6.3.2 | Confirm change/release compliance | 20842 |
| 8.6.3.3 | Assess IT change/release risk | 20843 |
| 8.6.3.4 | Consolidate IT change | 20844 |
| 8.6.3.5 | Create and communicate deployment schedule | 20845 |
| 8.6.3.6 | Approve change/release deployment | 20846 |
| 8.6.3.7 | Document IT change/release outcome | 20847 |
8.6.4 - Implement technology solutions (9 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.6.4.1 | Confirm hardware/software operational status | 20849 |
| 8.6.4.2 | Confirm operational availability | 20850 |
| 8.6.4.3 | Execute internal IT implementation plan | 20851 |
| 8.6.4.4 | Confirm implementation completion | 20852 |
| 8.6.4.5 | Implement software change/release | 20853 |
| 8.6.4.6 | Perform post-installation testing | 20854 |
| 8.6.4.7 | Distribute software components network-wide | 20855 |
| 8.6.4.8 | Verify change/release implementation success | 20856 |
| 8.6.4.9 | Execute roll-back plan | 20857 |
8.6.5 - Perform service and solution rollout (7 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.6.5.1 | Conduct IT training | 20859 |
| 8.6.5.2 | Prepare and distribute service/solution communications | 20860 |
| 8.6.5.3 | Support organizational changes | 20861 |
| 8.6.5.4 | Execute rollout plans | 20862 |
| 8.6.5.5 | Provide rollout support | 20863 |
| 8.6.5.6 | Manage rollout support capabilities | 20864 |
| 8.6.5.7 | Monitor and record rollout issues | 20865 |
8.7 - Create and manage support services/solutions
PCF ID: 20866
| ID | Process | PCF ID | Metrics |
|---|---|---|---|
| 8.7.1 | Define and establish service delivery strategy | 20867 | N |
| 8.7.2 | Define and develop service support strategy | 20873 | N |
| 8.7.3 | Plan and manage service delivery control | 20880 | N |
| 8.7.4 | Develop and manage infrastructure resource planning | 20888 | N |
| 8.7.5 | Define service support planning | 20895 | N |
| 8.7.6 | Develop and manage service delivery operations | 20905 | N |
| 8.7.7 | Manage infrastructure resource administration | 20914 | N |
| 8.7.8 | Operate IT user support | 20921 | N |
8.7.1 - Define and establish service delivery strategy (5 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.7.1.1 | Assess business objectives and IT service delivery | 20868 |
| 8.7.1.2 | Define IT service delivery portfolio | 20869 |
| 8.7.1.3 | Create and maintain IT service delivery model | 20870 |
| 8.7.1.4 | Determine IT service delivery locations and activities | 20871 |
| 8.7.1.5 | Define IT service delivery sourcing strategy | 20872 |
8.7.2 - Define and develop service support strategy (6 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.7.2.1 | Assess business objectives and IT service support delivery | 20874 |
| 8.7.2.2 | Define IT service support portfolio | 20875 |
| 8.7.2.3 | Create and maintain IT support model | 20876 |
| 8.7.2.4 | Develop IT support service sourcing strategy | 20877 |
| 8.7.2.5 | Establish support service framework | 20878 |
| 8.7.2.6 | Provide service support tools and technology | 20879 |
8.7.3 - Plan and manage service delivery control (7 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.7.3.1 | Plan operational activities for IT service delivery | 20881 |
| 8.7.3.1.1 | Schedule service delivery resources | 20882 |
| 8.7.3.1.2 | Maintain/optimize batch job schedule | 20883 |
| 8.7.3.1.3 | Schedule change/release windows | 20884 |
| 8.7.3.1.4 | Schedule/optimize backup and archive activities | 20885 |
| 8.7.3.1.5 | Balance operational workloads across available infrastructure components | 20886 |
| 8.7.3.1.6 | Determine specific problem support procedures | 20887 |
8.7.4 - Develop and manage infrastructure resource planning (5 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.7.4.1 | Develop IT service delivery strategy | 20889 |
| 8.7.4.2 | Assess IT infrastructure business objectives | 20890 |
| 8.7.4.3 | Determine ongoing IT infrastructure capabilities | 20891 |
| 8.7.4.4 | Plan IT infrastructure change | 20892 |
| 8.7.4.5 | Plan and budget IT license usage volumes | 20893 |
8.7.5 - Define service support planning (10 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.7.5.1 | Understand IT support demand patterns | 20896 |
| 8.7.5.2 | Determine required support resource levels, responsibilities, and capabilities | 20897 |
| 8.7.5.3 | Maintain service support knowledge repository | 20898 |
| 8.7.5.4 | Maintain service support learning | 20943 |
| 8.7.5.5 | Communicate service support needs | 20899 |
| 8.7.5.6 | Define IT escalation mechanisms | 20900 |
| 8.7.5.7 | Manage IT service support resources | 20901 |
| 8.7.5.8 | Coordinate with external support providers | 20902 |
| 8.7.5.9 | Triage IT service delivery incidents | 20903 |
| 8.7.5.10 | Monitor IT service support performance | 20904 |
8.7.6 - Develop and manage service delivery operations (8 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.7.6.1 | Operate and monitor online systems | 20906 |
| 8.7.6.2 | Run and monitor batch job schedule | 20907 |
| 8.7.6.3 | Manage service delivery workloads | 20908 |
| 8.7.6.4 | Manage infrastructure performance and capacity | 20909 |
| 8.7.6.5 | Respond to unplanned operational issues | 20910 |
| 8.7.6.6 | Produce and distribute output media | 20911 |
| 8.7.6.7 | Monitor IT infrastructure security | 20912 |
| 8.7.6.8 | Manage IT infrastructure/data recovery | 20913 |
8.7.7 - Manage infrastructure resource administration (6 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.7.7.1 | Manage infrastructure configuration | 20915 |
| 8.7.7.2 | Perform infrastructure component maintenance | 20916 |
| 8.7.7.3 | Install/configure/upgrade infrastructure components | 20917 |
| 8.7.7.4 | Maintain IT asset records | 20918 |
| 8.7.7.5 | Administer IT licenses/user agreements | 20919 |
| 8.7.7.6 | Provide IT infrastructure service and capabilities | 20920 |
8.7.8 - Operate IT user support (6 elements)
| ID | Process | PCF ID |
|---|---|---|
| 8.7.8.1 | Triage IT issues/requests | 20922 |
| 8.7.8.2 | Provide IT resolution capabilities | 20923 |
| 8.7.8.3 | Manage IT user requests | 20925 |
| 8.7.8.4 | Escalate IT requests | 20926 |
| 8.7.8.5 | Resolve IT issues/requests | 20927 |
| 8.7.8.6 | Execute IT continuity and recovery action | 20928 |
Change Summary (v7.2.1 vs v6.1.1)
Changes are indicated by:
+XXXXX- New element added (PCF ID)-XXXXX- Element removedcXXXXX- Element changedNEW- Newly introduced in v7.2.1
Full Process List
Complete 321 elements
| Hierarchy ID | Name | PCF ID | Change |
|---|---|---|---|
| 8.0 | Manage Information Technology (IT) | 20607 | +20608, +20652, +20706, +20765, +20784, +20824, +20866, NEW |
| 8.1 | Develop and manage IT customer relationships | 20608 | +20609, +20612, +20617, +20623, +20632, +20641, +20648, NEW |
| 8.1.1 | Understand IT customer needs | 20609 | +20610, +20611, NEW |
| 8.1.1.1 | Understand IT customer communities | 20610 | NEW |
| 8.1.1.2 | Assess IT customer operational capabilities | 20611 | NEW |
| 8.1.2 | Identify IT customer transformation needs | 20612 | +20613, +20614, +20615, +20616, NEW |
| 8.1.2.1 | Understand business requirements for IT capabilities | 20613 | NEW |
| 8.1.2.2 | Understand IT landscape | 20614 | NEW |
| 8.1.2.3 | Develop IT visioning | 20615 | NEW |
| 8.1.2.4 | Outline IT service expectations | 20616 | NEW |
| 8.1.3 | Plan and communicate IT services | 20617 | +20618, +20619, +20620, +20621, +20622, NEW |
| 8.1.3.1 | Manage IT customer expectations | 20618 | NEW |
| 8.1.3.2 | Define future IT services | 20619 | NEW |
| 8.1.3.3 | Determine IT performance indicators | 20620 | NEW |
| 8.1.3.4 | Create IT marketing messages | 20621 | NEW |
| 8.1.3.5 | Create IT service marketing plan | 20622 | NEW |
| 8.1.4 | Provide IT transformation guidance | 20623 | +20624, +20625, +20937, +20626, +20627, +20628, +20629, +20630, +20631, NEW |
| 8.1.4.1 | Develop IT transformation plans | 20624 | NEW |
| 8.1.4.2 | Collect IT customer requirements | 20625 | NEW |
| 8.1.4.3 | Analyze IT customer requirements | 20937 | NEW |
| 8.1.4.4 | Identify and prioritize IT opportunities | 20626 | NEW |
| 8.1.4.5 | Facilitate solution design activities | 20627 | NEW |
| 8.1.4.6 | Prioritize IT outcomes | 20628 | NEW |
| 8.1.4.7 | Develop business cases | 20629 | NEW |
| 8.1.4.8 | Support business case | 20630 | NEW |
| 8.1.4.9 | Develop transformation roadmap | 20631 | NEW |
| 8.1.5 | Develop and manage IT service levels | 20632 | +20633, +20634, +20635, +20636, +20637, +20638, +20640, NEW |
| 8.1.5.1 | Understand IT service requirements | 20633 | NEW |
| 8.1.5.2 | Forecast IT service demand | 20634 | NEW |
| 8.1.5.3 | Maintain IT services catalog | 20635 | NEW |
| 8.1.5.4 | Define service level agreement | 20636 | NEW |
| 8.1.5.5 | Maintain IT customer contracts | 20637 | NEW |
| 8.1.5.6 | Negotiate and establish service level agreements | 20638 | NEW |
| 8.1.5.7 | Develop and maintain improvement processes | 20640 | NEW |
| 8.1.6 | Manage IT customer relationships | 20641 | +20642, +20643, +20644, +20645, +20646, NEW |
| 8.1.6.1 | Establish relationship management mechanisms | 20642 | NEW |
| 8.1.6.2 | Understand IT customer strategy | 20643 | NEW |
| 8.1.6.3 | Understand IT customer environment | 20644 | NEW |
| 8.1.6.4 | Communicate IT capabilities | 20645 | NEW |
| 8.1.6.5 | Manage IT requirements | 20646 | NEW |
| 8.1.7 | Analyze service performance | 20648 | +20649, +20650, +20647, +20938, NEW |
| 8.1.7.1 | Assess SLA compliance | 20649 | NEW |
| 8.1.7.2 | Triage SLA compliance issues | 20650 | NEW |
| 8.1.7.3 | Collect feedback about IT products and services | 20647 | NEW |
| 8.1.7.4 | Synthesize and distribute IT performance information | 20938 | NEW |
| 8.2 | Develop and manage IT business strategy | 20652 | +20653, +20660, +20668, +20674, +20682, +20693, +20699, NEW |
| 8.2.1 | Define business technology and governance strategy | 20653 | +20654, +20655, +20656, +20657, +20658, +20659, NEW |
| 8.2.1.1 | Build and maintain IT strategic intelligence | 20654 | NEW |
| 8.2.1.2 | Monitor and map current and emerging technologies | 20655 | NEW |
| 8.2.1.3 | Define and communicate digital transformation strategy | 20656 | NEW |
| 8.2.1.4 | Develop IT strategic alignment | 20657 | NEW |
| 8.2.1.5 | Articulate IT alignment principles | 20658 | NEW |
| 8.2.1.6 | Maintain IT strategic alignment | 20659 | NEW |
| 8.2.2 | Manage IT portfolio strategy | 20660 | +20661, +20662, +20663, +20664, +20665, +20667, NEW |
| 8.2.2.1 | Establish and validate IT value criteria | 20661 | NEW |
| 8.2.2.2 | Determine IT portfolio investment balance | 20662 | NEW |
| 8.2.2.3 | Evaluate proposed IT investment projects | 20663 | NEW |
| 8.2.2.4 | Prioritize IT projects | 20664 | NEW |
| 8.2.2.5 | Align IT resources to strategic priorities | 20665 | NEW |
| 8.2.2.6 | Align IT portfolio to business objectives | 20667 | NEW |
| 8.2.3 | Define and maintain enterprise architecture | 20668 | +20670, +20671, +20672, +20673, NEW |
| 8.2.3.1 | Create and publish enterprise architecture principles | 20670 | NEW |
| 8.2.3.2 | Establish and operate enterprise architecture governance | 20671 | NEW |
| 8.2.3.3 | Research technologies to innovate IT services and solutions | 20672 | NEW |
| 8.2.3.4 | Provide input to definition and prioritization of IT project... | 20673 | NEW |
| 8.2.4 | Define IT service management strategy | 20674 | +20675, +20676, +20677, +20678, +20679, +20680, +20681, NEW |
| 8.2.4.1 | Establish IT service management strategy and goals | 20675 | NEW |
| 8.2.4.2 | Identify IT service operating and process requirements | 20676 | NEW |
| 8.2.4.3 | Define IT service catalog | 20677 | NEW |
| 8.2.4.4 | Establish IT service management framework | 20678 | NEW |
| 8.2.4.5 | Define and implement IT service management | 20679 | NEW |
| 8.2.4.6 | Define and deploy support service management process tools a... | 20680 | NEW |
| 8.2.4.7 | Monitor and report IT performance | 20681 | NEW |
| 8.2.5 | Control IT management system | 20682 | +20683, +20684, +20685, +20686, +20687, +20688, +20689, +20690, +20692, NEW |
| 8.2.5.1 | Determine IT performance measures | 20683 | NEW |
| 8.2.5.2 | Define IT control points and assurance procedures governance... | 20684 | NEW |
| 8.2.5.3 | Monitor and analyze overall IT performance | 20685 | NEW |
| 8.2.5.4 | Monitor and analyze IT financial performance | 20686 | NEW |
| 8.2.5.5 | Monitor and analyze IT value and benefits | 20687 | NEW |
| 8.2.5.6 | Optimize IT resource allocation | 20688 | NEW |
| 8.2.5.7 | Manage IT projects and services interdependencies | 20689 | NEW |
| 8.2.5.8 | Report IT service and project performance | 20690 | NEW |
| 8.2.5.9 | Select, deploy, and operate IT performance analytics tools | 20692 | NEW |
| 8.2.6 | Manage IT value portfolio | 20693 | +20694, +20695, +20696, +20697, NEW |
| 8.2.6.1 | Assess performance against IT service and project value crit... | 20694 | NEW |
| 8.2.6.2 | Quantify value of IT service and project portfolio investmen... | 20695 | NEW |
| 8.2.6.3 | Communicate business technology value contribution | 20696 | NEW |
| 8.2.6.4 | Determine and implement IT portfolio adjustments | 20697 | NEW |
| 8.2.7 | Define and manage technology innovation | 20699 | +20700, +20701, +20702, +20703, +20939, +20704, +20705, NEW |
| 8.2.7.1 | Establish selection criteria for research initiatives | 20700 | NEW |
| 8.2.7.2 | Analyze emerging technology concepts | 20701 | NEW |
| 8.2.7.3 | Identify technology concepts and capabilities | 20702 | NEW |
| 8.2.7.4 | Execute IT research projects | 20703 | NEW |
| 8.2.7.5 | Evaluate IT research project outcomes | 20939 | NEW |
| 8.2.7.6 | Identify and promote viable concepts | 20704 | NEW |
| 8.2.7.7 | Develop and plan IT investment projects | 20705 | NEW |
| 8.3 | Develop and manage IT resilience and risk | 20706 | +20707, +20716, +20721, +20731, +20735, +20743, +20749, +20756, NEW |
| 8.3.1 | Develop IT compliance, risk, and security strategy | 20707 | +20708, +20940, +20709, +20710, +20711, +20712, +20941, +20713, +20714, +20715, NEW |
| 8.3.1.1 | Determine and evaluate IT regulatory and audit requirements | 20708 | NEW |
| 8.3.1.2 | Understand business unit risk tolerance | 20940 | NEW |
| 8.3.1.3 | Establish IT risk tolerance | 20709 | NEW |
| 8.3.1.4 | Establish risk ownership | 20710 | NEW |
| 8.3.1.5 | Establish and maintain risk management roles | 20711 | NEW |
| 8.3.1.6 | Establish compliance objectives | 20712 | NEW |
| 8.3.1.7 | Identify systems to support compliance | 20941 | NEW |
| 8.3.1.8 | Identify and evaluate IT risk | 20713 | NEW |
| 8.3.1.9 | Evaluate IT-related risks resiliency | 20714 | NEW |
| 8.3.1.10 | Create IT risk mitigation strategies and approaches | 20715 | NEW |
| 8.3.2 | Develop IT resilience strategy | 20716 | +20717, +20718, +20719, +20720, NEW |
| 8.3.2.1 | Determine IT delivery resiliency | 20717 | NEW |
| 8.3.2.2 | Determine critical IT risks | 20718 | NEW |
| 8.3.2.3 | Prioritize IT risks | 20719 | NEW |
| 8.3.2.4 | Establish mitigation approaches for IT risks | 20720 | NEW |
| 8.3.3 | Control IT risk, compliance, and security | 20721 | +20722, +20723, +20724, +20942, +20725, +20726, +20727, +20728, +20729, +20730, NEW |
| 8.3.3.1 | Evaluate enterprise regulatory and compliance obligations | 20722 | NEW |
| 8.3.3.2 | Analyze IT security threat impact | 20723 | NEW |
| 8.3.3.3 | Create and maintain IT compliance requirements | 20724 | NEW |
| 8.3.3.4 | Create and maintain IT security policies, standards, and pro... | 20942 | NEW |
| 8.3.3.5 | Develop and deploy risk management training | 20725 | NEW |
| 8.3.3.6 | Establish risk reporting capabilities and responsibilities | 20726 | NEW |
| 8.3.3.7 | Establish communication standards | 20727 | NEW |
| 8.3.3.8 | Conduct IT risk and threat assessments | 20728 | NEW |
| 8.3.3.9 | Monitor and manage IT activity risk | 20729 | NEW |
| 8.3.3.10 | Identify, supervise and monitor IT risk mitigation measures | 20730 | NEW |
| 8.3.4 | Plan and manage IT continuity | 20731 | +20732, +20733, +20734, NEW |
| 8.3.4.1 | Evaluate IT continuity | 20732 | NEW |
| 8.3.4.2 | Identify IT continuity gaps | 20733 | NEW |
| 8.3.4.3 | Manage IT business continuity | 20734 | NEW |
| 8.3.5 | Develop and manage IT security, privacy, and data protection | 20735 | +20736, +20737, +20738, +20739, +20740, +20741, +20742, NEW |
| 8.3.5.1 | Assess IT regulatory and confidentiality requirements and po... | 20736 | NEW |
| 8.3.5.2 | Create IT security, privacy, and data protection risk govern... | 20737 | NEW |
| 8.3.5.3 | Define IT data security and privacy policies, standards, and... | 20738 | NEW |
| 8.3.5.4 | Review and monitor physical and logical IT data security mea... | 20739 | NEW |
| 8.3.5.5 | Review and monitor application security controls | 20740 | NEW |
| 8.3.5.6 | Review and monitor IT physical environment security controls | 20741 | NEW |
| 8.3.5.7 | Monitor/analyze network intrusion detection data and resolve... | 20742 | NEW |
| 8.3.6 | Conduct and analyze IT compliance assessments | 20743 | +20744, +20745, +20746, +20747, +20748, NEW |
| 8.3.6.1 | Conduct projects to enhance IT compliance and remediate risk | 20744 | NEW |
| 8.3.6.2 | Conduct IT compliance control auditing of internal and exter... | 20745 | NEW |
| 8.3.6.3 | Perform IT compliance reporting | 20746 | NEW |
| 8.3.6.4 | Identify and escalate IT compliance issues and remediation r... | 20747 | NEW |
| 8.3.6.5 | Support external audits and reports | 20748 | NEW |
| 8.3.7 | Develop and execute IT resilience and continuity operations | 20749 | +20750, +20751, +20752, +20753, +20754, +20755, NEW |
| 8.3.7.1 | Conduct IT resilience improvement projects | 20750 | NEW |
| 8.3.7.2 | Develop, document, and maintain IT business continuity plann... | 20751 | NEW |
| 8.3.7.3 | Implement and enforce change control procedures | 20752 | NEW |
| 8.3.7.4 | Execute recurring IT service provider business continuity | 20753 | NEW |
| 8.3.7.5 | Provide IT resilience training | 20754 | NEW |
| 8.3.7.6 | Execute recurring IT business operations continuity | 20755 | NEW |
| 8.3.8 | Manage IT user identity and authorization | 20756 | +20757, +20758, +20759, +20760, +20761, +20762, +20763, +20764, NEW |
| 8.3.8.1 | Support integration of identity and authorization policies | 20757 | NEW |
| 8.3.8.2 | Manage IT user directory | 20758 | NEW |
| 8.3.8.3 | Manage IT user authorization | 20759 | NEW |
| 8.3.8.4 | Manage IT user authentication mechanisms | 20760 | NEW |
| 8.3.8.5 | Audit IT user identity and authorization systems | 20761 | NEW |
| 8.3.8.6 | Respond to IT information security and network breaches | 20762 | NEW |
| 8.3.8.7 | Conduct penetration testing | 20763 | NEW |
| 8.3.8.8 | Audit integration of user identity and authorization systems | 20764 | NEW |
| 8.4 | Manage information | 20765 | +20766, +20770, +20776, +20779, NEW |
| 8.4.1 | Define business information and analytics strategy | 20766 | +20767, +20768, +20769, NEW |
| 8.4.1.1 | Establish data, information, and analytic objectives | 20767 | NEW |
| 8.4.1.2 | Establish data, information, and analytic governance | 20768 | NEW |
| 8.4.1.3 | Access IT data/analytic capabilities | 20769 | NEW |
| 8.4.2 | Define and maintain business information architecture | 20770 | +20771, +20772, +20773, +20774, +20775, NEW |
| 8.4.2.1 | Determine enterprise business information requirements | 20771 | NEW |
| 8.4.2.2 | Define enterprise data models | 20772 | NEW |
| 8.4.2.3 | Identify and understand external data sources | 20773 | NEW |
| 8.4.2.4 | Establish data ownership and stewardship responsibilities | 20774 | NEW |
| 8.4.2.5 | Maintain and evolve enterprise data and information architec... | 20775 | NEW |
| 8.4.3 | Define and execute business information lifecycle planning a... | 20776 | +20777, +20778, NEW |
| 8.4.3.1 | Define and maintain enterprise information policies, standar... | 20777 | NEW |
| 8.4.3.2 | Implement and execute data administration responsibilities | 20778 | NEW |
| 8.4.4 | Manage business information content | 20779 | +20780, +20781, +20782, +20783, NEW |
| 8.4.4.1 | Monitor and control business information | 20780 | NEW |
| 8.4.4.2 | Maintain business information feeds and repositories | 20781 | NEW |
| 8.4.4.3 | Perform internal usage audits | 20782 | NEW |
| 8.4.4.4 | Implement and administer business information access | 20783 | NEW |
| 8.5 | Develop and manage services/solutions | 20784 | +20785, +20793, +20799, +20808, +20817, NEW |
| 8.5.1 | Develop service/solution and integration strategy | 20785 | +20786, +20787, +20788, +20789, +20790, +20791, +20792, NEW |
| 8.5.1.1 | Determine IT service/solution development | 20786 | NEW |
| 8.5.1.2 | Define IT service/solution development processes/standards | 20787 | NEW |
| 8.5.1.3 | Identify, deploy, and support development methodologies and ... | 20788 | NEW |
| 8.5.1.4 | Establish service component criteria | 20789 | NEW |
| 8.5.1.5 | Understand and select reusable service components | 20790 | NEW |
| 8.5.1.6 | Maintain service component portfolio | 20791 | NEW |
| 8.5.1.7 | Establish development standards exception governance | 20792 | NEW |
| 8.5.2 | Manage service/solution lifecycle planning | 20793 | +20794, +20795, +20796, +20797, +20798, NEW |
| 8.5.2.1 | Monitor and track emerging technology capabilities | 20794 | NEW |
| 8.5.2.2 | Identify IT services/solutions | 20795 | NEW |
| 8.5.2.3 | Determine IT service/solution approach | 20796 | NEW |
| 8.5.2.4 | Define IT solution lifecycle | 20797 | NEW |
| 8.5.2.5 | Develop IT service/solution "sunset" plans | 20798 | NEW |
| 8.5.3 | Develop and manage service/solution architecture | 20799 | +20800, +20801, +20802, +20803, +20804, +20805, +20806, +20807, NEW |
| 8.5.3.1 | Assess IT application and infrastructure architecture constr... | 20800 | NEW |
| 8.5.3.2 | Assess business constraints on IT service/solution | 20801 | NEW |
| 8.5.3.3 | Determine IT component integration requirements | 20802 | NEW |
| 8.5.3.4 | Identify opportunities for IT component reuse | 20803 | NEW |
| 8.5.3.5 | Promote adoption of existing service/solution architecture | 20804 | NEW |
| 8.5.3.6 | Develop and maintain service/solution architectures | 20805 | NEW |
| 8.5.3.7 | Assess IT service/solution architecture conformance | 20806 | NEW |
| 8.5.3.8 | Manage architectural exceptions | 20807 | NEW |
| 8.5.4 | Execute IT service/solution creation and testing | 20808 | +20809, NEW |
| 8.5.4.1 | Execute IT service/solution development lifecycle | 20809 | +20810, +20811, +20812, +20813, +20814, +20815, +20816, NEW |
| 8.5.4.1.1 | Assess and validate IT service/solution requirements | 20810 | NEW |
| 8.5.4.1.2 | Create service/solution design | 20811 | NEW |
| 8.5.4.1.3 | Build and test IT service/solution components | 20812 | NEW |
| 8.5.4.1.4 | Integrate IT components and services | 20813 | NEW |
| 8.5.4.1.5 | Execute IT service/solution validation | 20814 | NEW |
| 8.5.4.1.6 | Bundle service/solution deployment packaging | 20815 | NEW |
| 8.5.4.1.7 | Manage service/solution process exceptions | 20816 | NEW |
| 8.5.5 | Perform service/solution maintenance and testing | 20817 | +20818, NEW |
| 8.5.5.1 | Execute IT service/solution maintenance lifecycle | 20818 | +20819, +20820, +20821, +20822, +20823, NEW |
| 8.5.5.1.1 | Assess IT remediation | 20819 | NEW |
| 8.5.5.1.2 | Modify service/solution design | 20820 | NEW |
| 8.5.5.1.3 | Perform IT service/solution remediation | 20821 | NEW |
| 8.5.5.1.4 | Manage service/solution operations | 20822 | NEW |
| 8.5.5.1.5 | Prepare fixed/enhanced service/solution packaging | 20823 | NEW |
| 8.6 | Deploy services/solutions | 20824 | +20825, +20832, +20840, +20848, +20858, NEW |
| 8.6.1 | Develop and manage service/solution deployment strategy | 20825 | +20826, +20827, +20828, +20829, +20830, +20831, NEW |
| 8.6.1.1 | Assess IT deployment business impact | 20826 | NEW |
| 8.6.1.2 | Establish IT deployment policies | 20827 | NEW |
| 8.6.1.3 | Define and create deployment procedure workflow | 20828 | NEW |
| 8.6.1.4 | Define IT change/release standards | 20829 | NEW |
| 8.6.1.5 | Assign deployment approval responsibilities | 20830 | NEW |
| 8.6.1.6 | Analyze deployments outcomes | 20831 | NEW |
| 8.6.2 | Plan service and solution implementation | 20832 | +20833, +20834, +20835, +20836, +20837, +20838, +20839, NEW |
| 8.6.2.1 | Assess IT deployment risk | 20833 | NEW |
| 8.6.2.2 | Define implementation schedule and roll-out sequence | 20834 | NEW |
| 8.6.2.3 | Determine implementation requirements | 20835 | NEW |
| 8.6.2.4 | Plan and align user testing and resources | 20836 | NEW |
| 8.6.2.5 | Develop IT training | 20837 | NEW |
| 8.6.2.6 | Create implementation communications | 20838 | NEW |
| 8.6.2.7 | Manage IT roll-back procedures | 20839 | NEW |
| 8.6.3 | Manage change deployment control | 20840 | +20841, +20842, +20843, +20844, +20845, +20846, +20847, NEW |
| 8.6.3.1 | Asses IT change/release impact | 20841 | NEW |
| 8.6.3.2 | Confirm change/release compliance | 20842 | NEW |
| 8.6.3.3 | Assess IT change/release risk | 20843 | NEW |
| 8.6.3.4 | Consolidate IT change | 20844 | NEW |
| 8.6.3.5 | Create and communicate deployment schedule | 20845 | NEW |
| 8.6.3.6 | Approve change/release deployment | 20846 | NEW |
| 8.6.3.7 | Document IT change/release outcome | 20847 | NEW |
| 8.6.4 | Implement technology solutions | 20848 | +20849, +20850, +20851, +20852, +20853, +20854, +20855, +20856, +20857, NEW |
| 8.6.4.1 | Confirm hardware/software operational status | 20849 | NEW |
| 8.6.4.2 | Confirm operational availability | 20850 | NEW |
| 8.6.4.3 | Execute internal IT implementation plan | 20851 | NEW |
| 8.6.4.4 | Confirm implementation completion | 20852 | NEW |
| 8.6.4.5 | Implement software change/release | 20853 | NEW |
| 8.6.4.6 | Perform post-installation testing | 20854 | NEW |
| 8.6.4.7 | Distribute software components network-wide | 20855 | NEW |
| 8.6.4.8 | Verify change/release implementation success | 20856 | NEW |
| 8.6.4.9 | Execute roll-back plan | 20857 | NEW |
| 8.6.5 | Perform service and solution rollout | 20858 | +20859, +20860, +20861, +20862, +20863, +20864, +20865, NEW |
| 8.6.5.1 | Conduct IT training | 20859 | NEW |
| 8.6.5.2 | Prepare and distribute service/solution communications | 20860 | NEW |
| 8.6.5.3 | Support organizational changes | 20861 | NEW |
| 8.6.5.4 | Execute rollout plans | 20862 | NEW |
| 8.6.5.5 | Provide rollout support | 20863 | NEW |
| 8.6.5.6 | Manage rollout support capabilities | 20864 | NEW |
| 8.6.5.7 | Monitor and record rollout issues | 20865 | NEW |
| 8.7 | Create and manage support services/solutions | 20866 | +20867, +20873, +20880, +20888, +20895, +20905, +20914, +20921, NEW |
| 8.7.1 | Define and establish service delivery strategy | 20867 | +20868, +20869, +20870, +20871, +20872, NEW |
| 8.7.1.1 | Assess business objectives and IT service delivery | 20868 | NEW |
| 8.7.1.2 | Define IT service delivery portfolio | 20869 | NEW |
| 8.7.1.3 | Create and maintain IT service delivery model | 20870 | NEW |
| 8.7.1.4 | Determine IT service delivery locations and activities | 20871 | NEW |
| 8.7.1.5 | Define IT service delivery sourcing strategy | 20872 | NEW |
| 8.7.2 | Define and develop service support strategy | 20873 | +20874, +20875, +20876, +20877, +20878, +20879, NEW |
| 8.7.2.1 | Assess business objectives and IT service support delivery | 20874 | NEW |
| 8.7.2.2 | Define IT service support portfolio | 20875 | NEW |
| 8.7.2.3 | Create and maintain IT support model | 20876 | NEW |
| 8.7.2.4 | Develop IT support service sourcing strategy | 20877 | NEW |
| 8.7.2.5 | Establish support service framework | 20878 | NEW |
| 8.7.2.6 | Provide service support tools and technology | 20879 | NEW |
| 8.7.3 | Plan and manage service delivery control | 20880 | +20881, NEW |
| 8.7.3.1 | Plan operational activities for IT service delivery | 20881 | +20882, +20883, +20884, +20885, +20886, +20887, NEW |
| 8.7.3.1.1 | Schedule service delivery resources | 20882 | NEW |
| 8.7.3.1.2 | Maintain/optimize batch job schedule | 20883 | NEW |
| 8.7.3.1.3 | Schedule change/release windows | 20884 | NEW |
| 8.7.3.1.4 | Schedule/optimize backup and archive activities | 20885 | NEW |
| 8.7.3.1.5 | Balance operational workloads across available infrastructur... | 20886 | NEW |
| 8.7.3.1.6 | Determine specific problem support procedures | 20887 | NEW |
| 8.7.4 | Develop and manage infrastructure resource planning | 20888 | +20889, +20890, +20891, +20892, +20893, NEW |
| 8.7.4.1 | Develop IT service delivery strategy | 20889 | NEW |
| 8.7.4.2 | Assess IT infrastructure business objectives | 20890 | NEW |
| 8.7.4.3 | Determine ongoing IT infrastructure capabilities | 20891 | NEW |
| 8.7.4.4 | Plan IT infrastructure change | 20892 | NEW |
| 8.7.4.5 | Plan and budget IT license usage volumes | 20893 | NEW |
| 8.7.5 | Define service support planning | 20895 | +20896, +20897, +20898, +20943, +20899, +20900, +20901, +20902, +20903, +20904, NEW |
| 8.7.5.1 | Understand IT support demand patterns | 20896 | NEW |
| 8.7.5.2 | Determine required support resource levels, responsibilities... | 20897 | NEW |
| 8.7.5.3 | Maintain service support knowledge repository | 20898 | NEW |
| 8.7.5.4 | Maintain service support learning | 20943 | NEW |
| 8.7.5.5 | Communicate service support needs | 20899 | NEW |
| 8.7.5.6 | Define IT escalation mechanisms | 20900 | NEW |
| 8.7.5.7 | Manage IT service support resources | 20901 | NEW |
| 8.7.5.8 | Coordinate with external support providers | 20902 | NEW |
| 8.7.5.9 | Triage IT service delivery incidents | 20903 | NEW |
| 8.7.5.10 | Monitor IT service support performance | 20904 | NEW |
| 8.7.6 | Develop and manage service delivery operations | 20905 | +20906, +20907, +20908, +20909, +20910, +20911, +20912, +20913, NEW |
| 8.7.6.1 | Operate and monitor online systems | 20906 | NEW |
| 8.7.6.2 | Run and monitor batch job schedule | 20907 | NEW |
| 8.7.6.3 | Manage service delivery workloads | 20908 | NEW |
| 8.7.6.4 | Manage infrastructure performance and capacity | 20909 | NEW |
| 8.7.6.5 | Respond to unplanned operational issues | 20910 | NEW |
| 8.7.6.6 | Produce and distribute output media | 20911 | NEW |
| 8.7.6.7 | Monitor IT infrastructure security | 20912 | NEW |
| 8.7.6.8 | Manage IT infrastructure/data recovery | 20913 | NEW |
| 8.7.7 | Manage infrastructure resource administration | 20914 | +20915, +20916, +20917, +20918, +20919, +20920, NEW |
| 8.7.7.1 | Manage infrastructure configuration | 20915 | NEW |
| 8.7.7.2 | Perform infrastructure component maintenance | 20916 | NEW |
| 8.7.7.3 | Install/configure/upgrade infrastructure components | 20917 | NEW |
| 8.7.7.4 | Maintain IT asset records | 20918 | NEW |
| 8.7.7.5 | Administer IT licenses/user agreements | 20919 | NEW |
| 8.7.7.6 | Provide IT infrastructure service and capabilities | 20920 | NEW |
| 8.7.8 | Operate IT user support | 20921 | +20922, +20923, +20925, +20926, +20927, +20928, NEW |
| 8.7.8.1 | Triage IT issues/requests | 20922 | NEW |
| 8.7.8.2 | Provide IT resolution capabilities | 20923 | NEW |
| 8.7.8.3 | Manage IT user requests | 20925 | NEW |
| 8.7.8.4 | Escalate IT requests | 20926 | NEW |
| 8.7.8.5 | Resolve IT issues/requests | 20927 | NEW |
| 8.7.8.6 | Execute IT continuity and recovery action | 20928 | NEW |
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