Purpose:

Plan and Organize covers strategy and tactics, and concerns the identification of the way IT can best contribute to the achievement of the business objectives.

Objective:

Provides direction to solution and service delivery.

Description:

The realization of the strategic vision needs to be planned, communicated and managed for different perspectives. A proper organization as well as technological infrastructure should be put in place. This domain typically addresses the following management questions:

    • Are IT and the business strategy aligned?
    • Is the enterprise achieving optimum use of its resources?
    • Does everyone in the organization understand the IT objectives?
    • Are IT risks understood and being managed?
    • Is the quality of IT systems appropriate for business needs?

Entrance Criteria:

Exit Criteria:

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Process and Procedures:

Tailoring Guidelines:

None

Process Verification Record(s):

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Measure(s):

  • Number of projects where stated benefits were not achieved due to incorrect feasibility assumptions
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  • Percent of feasibility studies signed off on by the business process owner
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  • Percent of users satisfied with functionality delivered
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  • Number of production problems per application causing visible downtime
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  • Percent of users satisfied with the functionality delivered??
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  • Percent of platforms that are not in line with the defined IT architecture and technology standards
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  • Number of critical business processes supported by obsolete (or soon-to-be-obsolete) infrastructure
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  • Number of infrastructure components that are no longer supportable (or will not be in the near future)
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  • Number of applications where IT procedures are seamlessly integrated into business processes
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  • Percent of business owners satisfied with application training and support materials
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  • Number of applications with adequate user and operational support training
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  • Number of disputes related to procurement contracts
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  • Amount of reduction of the purchasing cost
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  • Percent of key stakeholders satisfied with suppliers???
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  • Number of disruptions or data errors caused by inaccurate specifications or incomplete impact assessment
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  • Amount of application or infrastructure rework caused by inadequate change specifications
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  • Percent of changes that follow formal change control processes
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  • Amount of application downtime or number of data fixes caused by inadequate testing
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  • Percent of systems that meet expected benefits as measured by the post-implementation process
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  • Percent of projects with a documented and approved testing plan
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  • Percent of business stakeholders satisfied that service delivery meets agreed-upon levels
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  • Number of delivered services not in the catalogue
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  • Number of formal SLA review meetings with business customers per year
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  • Number of user complaints due to contracted services
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  • Percent of major suppliers meeting clearly defined requirements and service levels
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  • Percent of major suppliers subject to monitoring
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  • Number of hours lost per user per month due to insufficient capacity planning
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  • Percent of peaks where target utilization is exceeded
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  • Percent of response-time SLAs not met
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  • Number of hours lost per user per month due to unplanned outages
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  • Number of business-critical processes relying on IT not covered by the IT continuity plan
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  • Number of incidents damaging the organization’s reputation with the public
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  • Number of systems where security requirements are not met
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  • Number of violations in segregation of duties
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  • Percent of IT service bills accepted/paid by business management
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  • Percent of variance amongst budgets, forecasts and actual costs
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  • Percent of overall IT costs that are allocated according to the agreed-upon cost models
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  • Number of service desk calls due to lack of user training
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  • Percent of stakeholder satisfaction with training provided
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  • Time lag between identification of a training need and the delivery of the training
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  • Amount of user satisfaction with first-line support
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  • Percent of incidents resolved within agreed-upon/acceptable period of time
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  • Call abandonment rate
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  • Number of business compliance issues caused by improper configuration of assets
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  • Number of deviations identified between the configuration repository and actual asset configurations
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  • Percent of licenses purchased and not accounted for in the repository
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  • Number of recurring problems with an impact on the business
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  • Percent of problems resolved within the required time period
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  • Frequency of reports or updates to an ongoing problem, based on the problem severity
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  • Percent of user satisfaction with availability of data
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  • Percent of successful data restorations
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  • Number of incidents where sensitive data were retrieved after media were disposed
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  • Amount of downtime arising from physical environment incidents
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  • Number of incidents due to physical security breaches or failures
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  • Frequency of physical risk assessment and reviews
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  • Number of service levels impacted by operational incidents
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  • Hours of unplanned downtime caused by operational incidents
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  • Percent of hardware assets included in preventive maintenance schedules
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  • Satisfaction of management and the governance entity with the performance reporting
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  • Number of improvement actions driven by monitoring activities
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  • Percent of critical processes monitored
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  • Number of major internal control breaches
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  • Number of control improvement initiatives
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  • Number and coverage of control self-assessments
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References:

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