Enabling Processes

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Align, Plan and Organise APO11 RACI Chart Key Management PracticeBoard APO11.01 Establish a quality management system (QMS). APO11.02 Define and manage quality standards, practices and procedures. APO11.03 Focus quality management on customers. APO11.04 Perform quality monitoring, control and reviews. APO11.05 Integrate quality management into solutions for development and service delivery. APO11.06 Maintain continuous improvement. 102 : ENABLING PROCESSES Chief Executive Officer Chief Financial Officer Chief Operating Officer Business Executives APO11 Process Practices, Inputs/Outputs and Activities Business Process Owners Strategy Executive Committee �� Chief Risk Officer Chief Information Security Officer Architecture Board Enterprise Risk Committee Head Human Resources Compliance Audit Chief Information Officer C A C I C I I C C C R C C I R R I I I C C R C R C C C A R R R R R R R R A R C I C C R I I I I R I I C C R C R C R C C A C C C C R C C C C C I A C R R R C R C R C C A R R R R R R R Management Practice Inputs Outputs APO11.01 Establish a quality management system (QMS). Establish and maintain a QMS that provides a standard, formal and continuous approach to quality management for information, enabling technology and business processes that are aligned with business requirements and enterprise quality management. From Description Description To Outside COBIT Enterprisewide quality system Head Architect Head Development Head IT Operations Head IT Administration QMS roles, responsibilities and decision rights Service Manager Information Security Manager Business Continuity Manager APO01.02 DSS06.03 Quality management plans BAI01.09 Results of QMS BAI03.06 effectiveness reviews Activities 1. Ensure that the IT control framework and the business and IT processes include a standard, formal and continuous approach to quality management that is aligned with enterprise requirements. Within the IT control framework and the business and IT processes, identify quality requirements and criteria (e.g., based on legal requirements and requirements from customers). 2. Define roles, tasks, decision rights and responsibilities for quality management in the organisational structure. �� policies. Record quality data. 4. Monitor and measure the effectiveness and acceptance of quality management, and improve them when needed. 5. Align IT quality management with an enterprisewide quality system to encourage a standardised and continuous approach to quality. 6. Obtain input from management and external and internal stakeholders on the definition of quality requirements and quality management criteria. 7. Effectively communicate the approach (e.g., through regular, formal quality training programmes). 8. Regularly review the continued relevance, efficiency and effectiveness of specific quality management processes. Monitor the achievement of �� Personal Copy of: Mr. Dong Hong Wang Privacy Officer
APO11 Process Practices, Inputs/Outputs and Activities (cont.) CHAPTER 5 COBIT 5 PROCESS REFERENCE GUIDE CONTENTS Management Practice Inputs Outputs APO11.02 Define and manage quality standards, practices and procedures. Identify and maintain requirements, standards, procedures and practices for key processes to guide the enterprise in meeting the intent of the agreed-on QMS. This should be in line with the IT control framework requirements. Consider certification for key processes, organisational units, products or services. From Description Description To BAI02.04 Approved quality reviews Quality management All APO Outside COBIT � �� certifications standards All BAI All DSS All MEA Activities �� 2. Consider the benefits and costs of quality certifications. Management Practice Inputs Outputs APO11.03 Focus quality management on customers. From Description Description To Focus quality management on customers by Outside COBIT Business and customer Customer requirements for APO08.05 determining their requirements and ensuring alignment quality requirements quality management APO09.03 with the quality management practices. BAI01.09 Acceptance criteria BAI02.01 BAI02.02 Review results of quality APO08.05 of service, including APO09.05 customer feedback BAI05.01 BAI07.07 Activities 1. Focus quality management on customers by determining internal and external customer requirements and ensuring alignment of the IT standards and �� 2. Manage the business needs and expectations for each business process, IT operational service and new solutions, and maintain their quality acceptance criteria. Capture quality acceptance criteria for inclusion in SLAs. 3. Communicate customer requirements and expectations throughout the business and IT organisation. 4. Periodically obtain customer views on business process and service provisioning and IT solution delivery, to determine the impact on IT standards and practices and to ensure that customer expectations are met and are acted upon. 5. Regularly monitor and review the QMS against agreed-on acceptance criteria. Include feedback from customers, users and management. Respond to discrepancies in review results to continuously improve the QMS. 6. Capture quality acceptance criteria for inclusion in SLAs. Personal Copy of: Mr. Dong Hong Wang 103 Align, Plan and Organise
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Enabling Processes Personal Copy of
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ACKNOWLEDGEMENTS ISACA wishes to re
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ACKNOWLEDGEMENTS (CONT.) ACKNOWLEDG
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TABLE OF CONTENTS TABLE OF CONTENTS
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LIST OF FIGURES LIST OF FIGURES Fig
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CHAPTER 1 INTRODUCTION CHAPTER 1 IN
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CHAPTER 2. THE GOALS CASCADE AND ME
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CHAPTER 3 THE COBIT 5 PROCESS MODEL
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Enabler Performance Management CHAP
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CHAPTER 4 THE COBIT 5 PROCESS REFER
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CHAPTER 5 COBIT 5 PROCESS REFERENCE
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Generic Guidance for Processes CHAP
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EDM02 Process Practices, Inputs/Out
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EDM03 Process Practices, Inputs/Out
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DSS02 Process Practices, Inputs/Out
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DSS05 Process Practices, Inputs/Out
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MEA01 Process Practices, Inputs/Out
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APPENDIX A MAPPING BETWEEN COBIT 5
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APPENDIX B DETAILED MAPPING ENTERPR
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APPENDIX C DETAILED MAPPING IT-RELA
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Deliver, Service and Support Monito
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