APQC Process Framework Cat-7
Introduction

7.1 Manage the business of information technology (10563)

 7.1.1 Develop the enterprise IT strategy (10570)

  7.1.1.1 Build strategic intelligence (10603)

  7.1.1.2 Identify long-term IT needs of the enterprise in collaboration with stakeholders (10604)

  7.1.1.3 Define strategic standards, guidelines, and principles (10605)

  7.1.1.4 Define and establish IT architecture and development standards (10606)

  7.1.1.5 Define strategic vendors for IT components (10607)

  7.1.1.6 Establish IT governance organization and processes (10608)

  7.1.1.7 Build strategic plan to support business objectives (10609)

 7.1.2 Define the enterprise architecture (10571)

  7.1.2.1 Establish the enterprise architecture definition (10611)

  7.1.2.2 Confirm enterprise architecture maintenance approach (10612)

  7.1.2.3 Maintain the relevance of the enterprise architecture (10613)

  7.1.2.4 Act as clearinghouse for IT research and innovation (10614)

  7.1.2.5 Govern the enterprise architecture (10615)

 7.1.3 Manage the IT portfolio (10572)

  7.1.3.1 Establish the IT portfolio (10616)

  7.1.3.2 Analyze and evaluate the value of the IT portfolio for the enterprise (10617)

  7.1.3.3 Provision resources in accordance with strategic priorities (10618)

 7.1.4 Perform IT research and innovation (10573)

  7.1.4.1 Research technologies to innovate IT services and solutions (10620)

  7.1.4.2 Transition viable technologies for IT services and solutions development (10621)

 7.1.5 Perform IT financial management (10574)

  7.1.5.1 Develop and maintain IT services and solutions cost transparency (10622)

  7.1.5.2 Establish and maintain accounting process (10623)

  7.1.5.3 Tie project funding to business case decision checkpoints (10624)

 7.1.6 Evaluate and communicate IT business value and performance (10575)

  7.1.6.1 Establish and monitor key performance indicators (10625)

  7.1.6.2 Evaluate IT plan performance (10626)

  7.1.6.3 Communicate IT value (10627)

 7.1.7 Perform IT staff management (10576)

  7.1.7.1 Develop IT leadership and staff (10628)

  7.1.7.2 Manage IT staff performance (10629)

 7.1.8 Manage IT suppliers and contracts (10577)

  7.1.8.1 Develop IT (development and delivery) sourcing strategies (10630)

  7.1.8.2 Negotiate with suppliers (10631)

  7.1.8.3 Establish and maintain supplier relationships (10632)

  7.1.8.4 Evaluate supplier performance (10633)

  7.1.8.5 Assess contract performance (10634)

7.2 Develop and manage IT customer relationships (10564)

 7.2.1 Develop IT services and solutions strategy (10578)

  7.2.1.1 Research IT services and solutions to address business and user requirements (11244)

  7.2.1.2 Translate business and user requirements into IT services and solutions requirements (11245)

  7.2.1.3 Formulate IT services and solutions strategic initiatives (11246)

  7.2.1.4 Coordinate strategies with internal stakeholders to ensure alignment (11247)

  7.2.1.5 Evaluate and select IT services and solutions strategic initiatives (11248)

 7.2.2 Develop and manage IT service levels (10579)

  7.2.2.1 Create and maintain the IT services and solutions catalog (10640)

  7.2.2.2 Establish and maintain business and IT service -evel agreements (10641)

  7.2.2.3 Evaluate and report service-level attainment results (10642)

  7.2.2.4 Communicate business and IT service-level improvement opportunities (10643)

 7.2.3 Perform demand-side management (DSM) for IT services (10580)

  7.2.3.1 Analyze IT services and solutions consumption and usage (10644)

  7.2.3.2 Develop and implement incentive programs that improve consumption efficiency (10645)

  7.2.3.3 Develop volume/unit forecast for IT services and solutions (10646)

 7.2.4 Manage IT customer satisfaction (10581)

  7.2.4.1 Capture and analyze customer satisfaction (10647)

  7.2.4.2 Assess and communicate customer satisfaction patterns (10648)

  7.2.4.3 Initiate improvements based on customer satisfaction patterns (10649)

 7.2.5 Market IT services and solutions (10582)

  7.2.5.1 Develop IT services and solutions marketing strategy (10650)

  7.2.5.2 Develop and manage IT customer strategy (10651)

  7.2.5.3 Manage IT services and solutions advertising and promotional campaigns (10652)

  7.2.5.4 Process and track IT services and solutions orders (10653)

7.3 Manage business resiliency and risk (11216)

 7.3.1 Develop and manage business resiliency (11217)

  7.3.1.1 Develop the business resilience strategy (11221)

  7.3.1.2 Perform continuous business operations planning (11222)

  7.3.1.3 Test continuous business operations (11223)

  7.3.1.4 Maintain continuous business operations (11224)

 7.3.2 Develop and manage regulatory compliance (11218)

  7.3.2.1 Develop the regulatory compliance strategy (11225)

  7.3.2.2 Establish regulatory compliance controls (11226)

  7.3.2.3 Manage regulatory compliance remediation (11227)

 7.3.3 Perform integrated risk management (11219)

  7.3.3.1 Develop an integrated risk strategy and approach (11228)

  7.3.3.2 Manage integrated risks (11229)

 7.3.4 Develop and implement security, privacy, and data protection controls (11220)

  7.3.4.1 Establish information security, privacy, and data protection strategies and levels (11230)

  7.3.4.2 Test, evaluate, and implement information security and privacy and data protection controls (11231)

7.4 Manage enterprise information (10565)

 7.4.1 Develop information and content management strategies (10583)

  7.4.1.1 Understand information and content management needs and the role of IT services for executing the business strategy (10654)

  7.4.1.2 Assess the information and content management implications of new technologies (10655)

  7.4.1.3 Identify and prioritize information and content management actions (10656)

 7.4.2 Define the enterprise information architecture (10584)

  7.4.2.1 Define information elements, composite structure, logical relationships and constraints, taxonomy, and derivation rules (10657)

  7.4.2.2 Define information access requirements (10658)

  7.4.2.3 Establish data custodianship (10659)

  7.4.2.4 Manage changes to content data architecture requirements (10660)

 7.4.3 Manage information resources (10585)

  7.4.3.1 Define the enterprise information/data policies and standards (10661)

  7.4.3.2 Develop and implement data and content administration (10662)

 7.4.4 Perform enterprise data and content management (10586)

  7.4.4.1 Define sources and destinations of content data (10663)

  7.4.4.2 Manage technical interfaces to users of content (10664)

  7.4.4.3 Manage retention, revision, and retirement of enterprise information (10665)

7.5 Develop and maintain information technology solutions (10566)

 7.5.1 Develop the IT development strategy (10587)

  7.5.1.1 Establish sourcing strategy for IT development (10666)

  7.5.1.2 Define development processes, methodologies, and tools standards (10667)

  7.5.1.3 Select development methodologies and tools (10668)

 7.5.2 Perform IT services and solutions life cycle planning (10588)

  7.5.2.1 Plan development of new requirements (10669)

  7.5.2.2 Plan development of feature and functionality enhancement (10670)

  7.5.2.3 Develop life cycle plan for IT services and solutions (10671)

 7.5.3 Develop and maintain IT services and solutions architecture (10589)

  7.5.3.1 Create IT services and solutions architecture (10672)

  7.5.3.2 Revise IT services and solutions architecture (10673)

  7.5.3.3 Retire IT services and solutions architecture (10674)

 7.5.4 Create IT services and solutions (10590)

  7.5.4.1 Understand confirmed requirements (10675)

  7.5.4.2 Design IT services and solutions (10676)

  7.5.4.3 Acquire/Develop IT service/solution components (10677)

  7.5.4.4 Train services and solutions resources (10678)

  7.5.4.5 Test IT services/solutions (10679)

  7.5.4.6 Confirm customer acceptance (10680)

 7.5.5 Maintain IT services and solutions (10591)

  7.5.5.1 Understand upkeep/enhance requirements and defect analysis (10681)

  7.5.5.2 Design change to existing IT service/solution (10682)

  7.5.5.3 Acquire/develop changed IT service/solution component (10683)

  7.5.5.4 Test IT service/solution change (10684)

  7.5.5.5 Retire solutions and services (10685)

7.6 Deploy information technology solutions (10567)

 7.6.1 Develop the IT deployment strategy (10592)

  7.6.1.1 Establish IT services and solutions change policies (10686)

  7.6.1.2 Define deployment process, procedures, and tools standards (10687)

  7.6.1.3 Select deployment methodologies and tools (10688)

 7.6.2 Plan and implement changes (10593)

  7.6.2.1 Plan change deployment (10689)

  7.6.2.2 Communicate changes to stakeholders (10690)

  7.6.2.3 Administer change schedule (10691)

  7.6.2.4 Train impacted users (10692)

  7.6.2.5 Distribute and install change (10693)

  7.6.2.6 Verify change (10694)

 7.6.3 Plan and manage releases (10594)

  7.6.3.1 Understand and coordinate release design and acceptance (10695)

  7.6.3.2 Plan release rollout (10696)

  7.6.3.3 Distribute and install release (10697)

  7.6.3.4 Verify release (10698)

7.7 Deliver and support information technology services (10568)

 7.7.1 Develop IT services and solution delivery strategy (10595)

  7.7.1.1 Establish sourcing strategy for IT delivery (10699)

  7.7.1.2 Define delivery processes, procedures, and tools standards (10700)

  7.7.1.3 Select delivery methodologies and tools (10701)

 7.7.2 Develop IT support strategy (10596)

  7.7.2.1 Establish sourcing strategy for IT support (10702)

  7.7.2.2 Define IT support services (10703)

 7.7.3 Manage IT infrastructure resources (10597)

  7.7.3.1 Manage IT inventory and assets (10704)

  7.7.3.2 Manage IT resource capacity (10705)

 7.7.4 Manage IT infrastructure operations (10598)

  7.7.4.1 Deliver IT services and solutions (10706)

  7.7.4.2 Perform IT operations support services (10707)

 7.7.5 Support IT services and solutions (10599)

  7.7.5.1 Manage availability (10708)

  7.7.5.2 Manage facilities (10709)

  7.7.5.3 Manage backup/recovery (10710)

  7.7.5.4 Manage performance and capacity (10711)

  7.7.5.5 Manage incidents (10712)

  7.7.5.6 Manage problems (10713)

  7.7.5.7 Manage inquiries (10714)

7.8 Manage IT knowledge (10569)

 7.8.1 Develop IT knowledge management strategy (10600)

  7.8.1.1 Understand IT knowledge needs (10715)

  7.8.1.2 Understand current IT knowledge flow (10716)

  7.8.1.3 Coordinate strategy and roles with the enterprise KM function (10717)

  7.8.1.4 Plan IT knowledge management actions and priorities (10718)

 7.8.2 Develop and maintain IT knowledge map (10601)

  7.8.2.1 Define knowledge elements, logical relationships and constraints, and currency rules (10719)

  7.8.2.2 Identify IT knowledge sources and repositories (10720)

  7.8.2.3 Identify IT knowledge-sharing opportunities (10721)

  7.8.2.4 Define IT knowledge processes and approaches (10722)

 7.8.3 Manage IT knowledge life cycle (10602)

  7.8.3.1 Gather knowledge elements from IT knowledge sources (10723)

  7.8.3.2 Evaluate, create, and codify knowledge elements (10724)

  7.8.3.3 Deploy codified IT knowledge (10725)

  7.8.3.4 Update and retire IT knowledge (10726)

  7.8.3.5 Evaluate and improve IT knowledge strategies and processes (10727)

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