Enabling Processes
Enabling Processes
Enabling Processes
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APO11 Process Practices, Inputs/Outputs and Activities (cont.)<br />
CHAPTER 5<br />
COBIT 5 PROCESS REFERENCE GUIDE CONTENTS<br />
Management Practice Inputs Outputs<br />
APO11.02 Define and manage quality standards,<br />
practices and procedures.<br />
Identify and maintain requirements, standards,<br />
procedures and practices for key processes to guide<br />
the enterprise in meeting the intent of the agreed-on<br />
QMS. This should be in line with the IT control<br />
framework requirements. Consider certification for key<br />
processes, organisational units, products or services.<br />
From Description Description To<br />
BAI02.04 Approved quality reviews Quality management All APO<br />
Outside COBIT � �������� ���� ���������<br />
� ��������� �������<br />
certifications<br />
standards<br />
All BAI<br />
All DSS<br />
All MEA<br />
Activities<br />
�� ������ ��� ������� ���������� ���������� ��������� ��� ���������� �� ���� ���� ��� �� ������� ����������� ������������� ��� �������� ���� ���������<br />
��� ��������� ���� ��������� ��� ��������� ��� ������������ ������� ����������<br />
2. Consider the benefits and costs of quality certifications.<br />
Management Practice Inputs Outputs<br />
APO11.03 Focus quality management on customers. From Description Description To<br />
Focus quality management on customers by<br />
Outside COBIT Business and customer Customer requirements for APO08.05<br />
determining their requirements and ensuring alignment<br />
quality requirements quality management APO09.03<br />
with the quality management practices.<br />
BAI01.09<br />
Acceptance criteria BAI02.01<br />
BAI02.02<br />
Review results of quality APO08.05<br />
of service, including APO09.05<br />
customer feedback BAI05.01<br />
BAI07.07<br />
Activities<br />
1. Focus quality management on customers by determining internal and external customer requirements and ensuring alignment of the IT standards and<br />
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2. Manage the business needs and expectations for each business process, IT operational service and new solutions, and maintain their quality<br />
acceptance criteria. Capture quality acceptance criteria for inclusion in SLAs.<br />
3. Communicate customer requirements and expectations throughout the business and IT organisation.<br />
4. Periodically obtain customer views on business process and service provisioning and IT solution delivery, to determine the impact on IT standards and<br />
practices and to ensure that customer expectations are met and are acted upon.<br />
5. Regularly monitor and review the QMS against agreed-on acceptance criteria. Include feedback from customers, users and management. Respond to<br />
discrepancies in review results to continuously improve the QMS.<br />
6. Capture quality acceptance criteria for inclusion in SLAs.<br />
Personal Copy of: Mr. Dong Hong Wang<br />
103<br />
Align, Plan and Organise