Enabling Processes

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Align, Plan and Organise 92 : ENABLING PROCESSES APO08 Process Practices, Inputs/Outputs and Activities (cont.) Management Practice Inputs Outputs APO08.04 Co-ordinate and communicate. From Description Description To Work with stakeholders and co-ordinate the end-to-end delivery of IT services and solutions APO09.03 SLAs Communication plan Internal provided to the business. APO12.06 Risk impact communications Communication packages Internal BAI05.05 Operation and use plan Customer responses Internal BAI07.07 Supplemental support plan BAI09.02 Communications of planned maintenance downtime DSS03.04 Communication of knowledge learned Activities �� and training awareness. �� outages (planned and unplanned), and contents and frequency of service reports. �� if required. 4. Maintain an end-to-end communication plan that defines the content, frequency and recipients of service delivery information, including status of value delivered and any risk identified. Management Practice Inputs Outputs APO08.05 Provide input to the continual From Description Description To improvement of services. Continually improve and evolve IT-enabled services and APO09.02 Service catalogues Satisfaction analyses APO09.04 service delivery to the enterprise to align with changing APO11.03 � �� Definition of potential APO02.02 enterprise and technology requirements. service, including customer feedback � �� for quality management �� BAI03.11 APO11.04 Results of quality reviews and audits APO11.05 Results of solution and service delivery quality monitoring BAI03.10 Maintenance plan BAI05.05 Success measures and results BAI07.07 Supplemental support plan Activities 1. Perform customer and provider satisfaction analysis. Ensure that issues are actioned and report results and status. 2. Work together to identify, communicate and implement improvement initiatives. 3. Work with service management and process owners to ensure that IT-enabled services and service management processes are continually improved and the root causes of any issues are identified and resolved. APO08 Related Guidance Related Standard Detailed Reference �� 7.2 Business relationship management �� 2. Demand Management Personal Copy of: Mr. Dong Hong Wang
CHAPTER 5 COBIT 5 PROCESS REFERENCE GUIDE CONTENTS Area: Management APO09 Manage Service Agreements Domain: Align, Plan and Organise Process Description Align IT-enabled services and service levels with enterprise needs and expectations, including identification, specification, design, publishing, agreement, and monitoring of IT services, service levels and performance indicators. Process Purpose Statement Ensure that IT services and service levels meet current and future enterprise needs. The process supports the achievement of a set of primary IT-related goals: IT-related Goal Related Metrics 07 Delivery of IT services in line with business requirements � �� agreed-on service levels � �� 14 Availability of reliable and useful information for decision making � �� (or availability) of management information � �� of information � �� unavailable information was a key factor Process Goals and Metrics Process Goal Related Metrics 1. The enterprise can effectively utilise IT services as defined in � �� a catalogue. 2. Service agreements reflect enterprise needs and the capabilities of IT. � �� agreed-on levels 3. IT services perform as stipulated in service agreements. � �� APO09 RACI Chart Key Management PracticeBoard APO09.01 Identify IT services. APO09.02 Catalogue IT-enabled services. APO09.03 Define and prepare service agreements. APO09.04 Monitor and report service levels. APO09.05 Review service agreements and contracts. Chief Executive Officer Chief Financial Officer Chief Operating Officer Business Executives 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 R R R C I I I R I C C C A I I I I I I I R I C C C A I I R C C C C C R C R R A C C I I I R C I I I I A A C C C C C R C R R R C C I Personal Copy of: Mr. Dong Hong Wang Head Architect Head Development Head IT Operations Head IT Administration Service Manager Information Security Manager Business Continuity Manager Privacy Officer 93 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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Page 41 and 42: EDM03 Process Practices, Inputs/Out
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BAI05 Process Practices, Inputs/Out
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BAI06 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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