Enabling Processes

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Align, Plan and Organise 94 : ENABLING PROCESSES APO09 Process Practices, Inputs/Outputs and Activities Management Practice Inputs Outputs APO09.01 Identify IT services. Analyse business requirements and the way in which IT-enabled services and service levels support business processes. Discuss and agree on potential services and service levels with the business, and compare them with the current service portfolio to identify new or changed services or service level options. From Description Description To Identified gaps in IT services to the business Definitions of standard services APO02.02 APO05.03 APO08.02 APO05.01 Activities 1. Assess current IT services and service levels to identify gaps between existing services and the business activities they support. Identify areas for improvement of existing services and service level options. 2. Analyse, study and estimate future demand and confirm capacity of existing IT-enabled services. 3. Analyse business process activities to identify the need for new or redesigned IT services. 4. Compare identified requirements to existing service components in the portfolio. If possible, package existing service components (IT services, service level options and service packages) into new service packages to meet identified business requirements. 5. Where possible, match demands to service packages and create standardised services to obtain overall efficiencies. 6. Regularly review the portfolio of IT services with portfolio management and business relationship management to identify obsolete services. Agree on retirement and propose change. Management Practice Inputs Outputs APO09.02 Catalogue IT-enabled services. From Description Description To Define and maintain one or more service catalogues for relevant target groups. Publish and maintain live EDM04.01 Approved resources plan Service catalogues APO08.05 IT-enabled services in the service catalogues. EDM04.02 Communication of resourcing strategies APO05.05 Updated portfolios of programmes, services and assets Activities 1. Publish in catalogues relevant live IT-enabled services, service packages and service level options from the portfolio. 2. Continually ensure that the service components in the portfolio and the related service catalogues are complete and up to date. 3. Inform business relationship management of any updates to the service catalogues. Management Practice Inputs Outputs APO09.03 Define and prepare service agreements. From Description Description To Define and prepare service agreements based on the options in the service catalogues. Include internal operational agreements. APO11.03 Customer requirements for quality management SLAs APO05.03 APO08.04 DSS01.02 DSS02.01 DSS02.02 DSS04.01 DSS05.02 DSS05.03 Operational level DSS01.02 Activities agreements (OLAs) DSS02.07 DSS04.03 DSS05.03 1. Analyse requirements for new or changed service agreements received from business relationship management to ensure that the requirements can be matched. Consider aspects such as service times, availability, performance, capacity, security, continuity, compliance and regulatory issues, usability, and demand constraints. 2. Draft customer service agreements based on the services, service packages and service level options in the relevant service catalogues. 3. Determine, agree on and document internal operational agreements to underpin the customer service agreements, if applicable. 4. Liaise with supplier management to ensure that appropriate commercial contracts with external service providers underpin the customer service agreements, if applicable. 5. Finalise customer service agreements with business relationship management. Personal Copy of: Mr. Dong Hong Wang
APO09 Process Practices, Inputs/Outputs and Activities (cont.) CHAPTER 5 COBIT 5 PROCESS REFERENCE GUIDE CONTENTS Management Practice Inputs Outputs APO09.04 Monitor and report service levels. Monitor service levels, report on achievements and identify trends. Provide the appropriate management information to aid performance management. From Description Description To EDM04.03 Remedial actions to address resource management deviations APO05.04 Investment portfolio performance reports APO05.06 � �� to improve benefit realisation � �� related communications APO08.05 Satisfaction analyses APO11.04 Results of quality reviews and audits APO11.05 � �� delivery failures � �� and service delivery quality monitoring DSS02.02 Classified and prioritised incidents and service requests DSS02.06 Closed service requests and incidents DSS02.07 � �� and trends report � �� trends report Activities Service level performance reports Improvement action plans and remediations APO08.02 MEA01.03 APO02.02 APO08.02 1. Establish and maintain measures to monitor and collect service level data. 2. Evaluate performance and provide regular and formal reporting of service agreement performance, including deviations from the agreed-on values. Distribute this report to business relationship management. 3. Perform regular reviews to forecast and identify trends in service level performance. 4. Provide the appropriate management information to aid performance management. 5. Agree on action plans and remediations for any performance issues or negative trends. Management Practice Inputs Outputs APO09.05 Review service agreements From Description Description To and contracts. EDM04.03 Feedback on allocation Updated SLAs Internal Conduct periodic reviews of the service agreements and effectiveness of and revise when needed. resources and capabilities APO11.03 Results of quality of service, including customer feedback APO11.04 Results of quality reviews and audits BAI04.01 Evaluations against SLAs Activities 1. Regularly review service agreements according to the agreed-on terms to ensure that they are effective and up to date and changes in requirements, IT-enabled services, service packages or service level options are taken into account, when appropriate. Personal Copy of: Mr. Dong Hong Wang 95 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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BAI05 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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