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Review of Information Technology Function Critical Capability Models

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IT Function critical capabilities are key areas where the IT function needs to maintain significant levels of competence, skill and experience and practise in order to operate and deliver a service. There are several different IT capability frameworks. The objective of these notes is to assess the suitability and applicability of these frameworks. These models can be used to identify what is important for your IT function based on your current and desired/necessary activity profile.
Capabilities vary across organisation – not all capabilities have the same importance for all organisations. These frameworks do not readily accommodate variability in the relative importance of capabilities.

The assessment approach taken is to identify a generalised set of capabilities needed across the span of IT function operations, from strategy to operations and delivery. This generic model is then be used to assess individual frameworks to determine their scope and coverage and to identify gaps.

The generic IT function capability model proposed here consists of five groups or domains of major capabilities that can be organised across the span of the IT function:

1. Information Technology Strategy, Management and Governance
2. Technology and Platforms Standards Development and Management
3. Technology and Solution Consulting and Delivery
4. Operational Run The Business/Business as Usual/Service Provision
5. Change The Business/Development and Introduction of New Services

In the context of trends and initiatives such as outsourcing, transition to cloud services and greater platform-based offerings, should the IT function develop and enhance its meta-capabilities – the management of the delivery of capabilities? Is capability identification and delivery management the most important capability? Outsourced service delivery in all its forms is not a fire-and-forget activity. You can outsource the provision of any service except the management of the supply of that service.

The following IT capability models have been evaluated:

• IT4IT Reference Architecture https://www.opengroup.org/it4it contains 32 functional components

• European e-Competence Framework (ECF) http://www.ecompetences.eu/ contains 40 competencies

• ITIL V4 https://www.axelos.com/best-practice-solutions/itil has 34 management practices

• COBIT 2019 https://www.isaca.org/resources/cobit has 40 management and control processes

• APQC Process Classification Framework - https://www.apqc.org/process-performance-management/process-frameworks version 7.2.1 has 44 major IT management processes

• IT Capability Maturity Framework (IT-CMF) https://ivi.ie/critical-capabilities/ contains 37 critical capabilities

The following model has not been evaluated

• Skills Framework for the Information Age (SFIA) - http://www.sfia-online.org/ lists over 100 skills

IT Function critical capabilities are key areas where the IT function needs to maintain significant levels of competence, skill and experience and practise in order to operate and deliver a service. There are several different IT capability frameworks. The objective of these notes is to assess the suitability and applicability of these frameworks. These models can be used to identify what is important for your IT function based on your current and desired/necessary activity profile.
Capabilities vary across organisation – not all capabilities have the same importance for all organisations. These frameworks do not readily accommodate variability in the relative importance of capabilities.

The assessment approach taken is to identify a generalised set of capabilities needed across the span of IT function operations, from strategy to operations and delivery. This generic model is then be used to assess individual frameworks to determine their scope and coverage and to identify gaps.

The generic IT function capability model proposed here consists of five groups or domains of major capabilities that can be organised across the span of the IT function:

1. Information Technology Strategy, Management and Governance
2. Technology and Platforms Standards Development and Management
3. Technology and Solution Consulting and Delivery
4. Operational Run The Business/Business as Usual/Service Provision
5. Change The Business/Development and Introduction of New Services

In the context of trends and initiatives such as outsourcing, transition to cloud services and greater platform-based offerings, should the IT function develop and enhance its meta-capabilities – the management of the delivery of capabilities? Is capability identification and delivery management the most important capability? Outsourced service delivery in all its forms is not a fire-and-forget activity. You can outsource the provision of any service except the management of the supply of that service.

The following IT capability models have been evaluated:

• IT4IT Reference Architecture https://www.opengroup.org/it4it contains 32 functional components

• European e-Competence Framework (ECF) http://www.ecompetences.eu/ contains 40 competencies

• ITIL V4 https://www.axelos.com/best-practice-solutions/itil has 34 management practices

• COBIT 2019 https://www.isaca.org/resources/cobit has 40 management and control processes

• APQC Process Classification Framework - https://www.apqc.org/process-performance-management/process-frameworks version 7.2.1 has 44 major IT management processes

• IT Capability Maturity Framework (IT-CMF) https://ivi.ie/critical-capabilities/ contains 37 critical capabilities

The following model has not been evaluated

• Skills Framework for the Information Age (SFIA) - http://www.sfia-online.org/ lists over 100 skills

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Review of Information Technology Function Critical Capability Models

  1. 1. Review of Information Technology Function Critical Capability Models Alan McSweeney http://ie.linkedin.com/in/alanmcsweeney https://www.amazon.com/dp/1797567616
  2. 2. IT Function Capabilities • These capabilities are key areas where the IT function needs to maintain significant levels of competence, skill and experience and practise • There are several different IT capability frameworks • Objective here is to assess the suitability and applicability of these frameworks • Use these models to identify what is important for your IT function based on your current and desired/necessary activity profile • Capabilities vary across organisation – not all capabilities have the same importance for all organisations • Frameworks do not readily accommodate variability in the relative importance of capabilities October 5, 2020 2
  3. 3. IT Function Critical Capability Models • Models evaluated 1. IT4IT Reference Architecture https://www.opengroup.org/it4it contains 32 functional components 2. European e-Competence Framework (ECF) http://www.ecompetences.eu/ contains 40 competencies 3. ITIL V4 https://www.axelos.com/best-practice-solutions/itil has 34 management practices 4. COBIT 2019 https://www.isaca.org/resources/cobit has 40 management and control processes 5. APQC Process Classification Framework - https://www.apqc.org/process-performance-management/process- frameworks version 7.2.1 has 44 major IT management processes 6. IT Capability Maturity Framework (IT-CMF) https://ivi.ie/critical- capabilities/ contains 37 critical capabilities • Model not evaluated − Skills Framework for the Information Age (SFIA) - http://www.sfia- online.org/ lists over 100 skills October 5, 2020 3
  4. 4. Capabilities And Meta-Capabilities • In the context of trends and initiatives such as outsourcing, transition to cloud services and greater platform-based offerings, should the IT function develop and enhance its meta-capabilities – the management of the delivery of capabilities? • Is capability identification and delivery management the most important capability? • Outsourced service delivery in all its forms is not a fire- and-forget activity • You can outsource the provision of any service except the management of the supply of that service October 5, 2020 4
  5. 5. Generalised Set Of Capabilities For An IT Function • The objective here is to identify a generalised set of capabilities needed across the span of IT function operations, from strategy to operations and delivery • Generic model can then be used to assess individual frameworks to determine their scope and coverage • Generic model proposed here consists of five groups or domains of major capabilities that can be organised across the span of the IT function 1. Information Technology Strategy, Management and Governance 2. Technology and Platforms Standards Development and Management 3. Technology and Solution Consulting and Delivery 4. Operational Run The Business/Business as Usual/Service Provision 5. Change The Business/Development and Introduction of New Services October 5, 2020 5
  6. 6. Five Generic Capability Domains October 5, 2020 6 Strategy Architecture, Standards and Methodologies Technology Consulting Operational Run The Business New Service Change The Business
  7. 7. Levels Of Generic Structure • Level 1 – Capability Groups or Capability Domains − Level 2 – Major Cross-Functional Capabilities • Level 3 – Individual Areas of Skill, Expertise and Capability Within Major Capability • No absolute right and wrong way to classify capabilities or to group some capabilities as level 2 rather than level 3 • Objective is to identify what is important to your organisation and what is missing or deficient October 5, 2020 7
  8. 8. Generalised IT Capability Model October 5, 2020 8 Overarching strategy, business alignment, management and governance capabilities establishing and defining the principles of operation of the IT function Common standards and delivery capabilities across all operational areas Information Technology Strategy, Management and Governance Technology and Platforms Standards Development and Management Technology and Solution Consulting and Delivery Operational Run The Business/ Business as Usual/Service Provision Change The Business/ Development and Introduction of New Services Capabilities relating to the delivery of services and solutions Capabilities relating to running and maintaining the existing set of business services and solutions Capabilities relating to the delivery of new services and solutions
  9. 9. Generalised IT Function Capability Groups And Their Capabilities October 5, 2020 9 ``
  10. 10. Generalised IT Function Sets Of Groups And Their Capabilities Generic IT Function Capabilities Information Technology Strategy, Management and Governance Business Strategy Alignment and Information Technology Strategy Management and Planning IT Leadership and Governance Business Relationship Management and Business Engagement Sourcing and Supplier Management and Governance Programme Management, Portfolio Management, Project Management Accounting, Funding, Financing, Budgeting and Planning Demand and Supply Management, Capacity Forecasting and Planning People Resource Management and Skills Development and Delivery Organisation Design and Change Management Technology and Platforms Standards Development and Management Technology Trend Analysis, Innovation Management and Technology Prototyping, Piloting and Validation Information Technology Architecture, Portfolio, Platform, Standards, Instrumentation and Toolset Management Data, Information and Knowledge Asset Architecture and Management, Data Protection and Analytics Security, Continuity and Disaster Recovery Solution Architecture, Analysis, Selection, Design and Presentation Infrastructure, Networks, Communications and Telephony Architecture and Design Technology Component, Platform and Data Integration Technology and Solution Consulting and Delivery Business and Process Analysis and Design Solution Consumer Experience Design Solution Evaluation, Selection, Acquisition/Procurement Testing and Quality Data Management, Design and Administration Knowledge and Collaboration Management, Training, Documentation, Training Operational Run The Business/Business as Usual/Service Provision Technology Operations Management, Service Architecture and Design, Delivery and Support Solution Portfolio Management Technology and Platform Infrastructure and Asset Management Security, Continuity, Backup and Disaster Recovery Operations Infrastructure, Networks, Communications and Telephony Operations Change The Business/Development and Introduction of New Services Solution Development, Delivery, Implementation, Configuration, Release to Production October 5, 2020 10
  11. 11. Structure Of Groups Of Generic Capabilities • The arrangement of the generic capability groups can be view as a funnel … • … moving skills from the strategic and general to the specific along the span of the IT function October 5, 2020 11
  12. 12. Scope And Applicability Of Generic Major Capabilities October 5, 2020 12 Business Strategy Alignment and Information Technology Strategy Management and Planning IT Leadership and Governance Business Relationship Management and Business Engagement Sourcing and Supplier Performance Assessment, Management and Governance Programme Management, Portfolio Management, Project Management Accounting, Funding, Financing, Budgeting and Planning Demand and Supply Management, Capacity Forecasting and Planning People Resource Management and Skills Development and Delivery Organisation Design and Change Management Technology Trend Analysis, Innovation Management and Technology Prototyping, Piloting and Validation Information Technology Architecture, Portfolio, Platform, Standards, Instrumentation and Toolset Management Data, Information and Knowledge Asset Architecture and Management, Data Protection and Analytics Security, Continuity and Disaster Recovery Solution Architecture, Analysis, Selection, Design and Presentation Infrastructure, Networks, Communications and Telephony Architecture and Design Technology Component, Platform and Data Integration Business and Process Analysis and Design Solution Consumer Experience Design Solution Evaluation, Selection, Acquisition/Procurement Testing and Quality Data Management, Design and Administration Knowledge and Collaboration Management, Training, Documentation, Training Technology Operations Management, Service Architecture and Design, Delivery and Support Solution Portfolio Management Technology and Platform Infrastructure and Asset Management Security, Continuity, Backup and Disaster Recovery Operations Infrastructure, Networks, Communications and Telephony Operations Solution Development, Delivery, Implementation, Configuration, Release to Production Information Technology Strategy, Management and Governance Technology and Solution Consulting and Delivery Technology and Platforms Standards Development and Management Operational Run The Business/ Business as Usual/ Service Provision Change The Business/ Development and Introduction of New Services
  13. 13. Scope And Applicability Of Generic Major Capabilities • Capabilities do not exist in isolation within one domain • Capabilities have an applicability outside their core capability domain − That is the substance of a capability – a generalised rather than a specific technical or other skill and expertise • Capabilities represent important cross-functional competences and capacities • The exploitation and use of these capabilities has a broad relevance and covers a range of areas across the IT function October 5, 2020 13 Business Strategy Alignment and Information Technology Strategy Management and Planning IT Leadership and Governance Business Relationship Management and Business Engagement Sourcing and Supplier Performance Assessment, Management and Governance Programme Management, Portfolio Management, Project Management Accounting, Funding, Financing, Budgeting and Planning Demand and Supply Management, Capacity Forecasting and Planning People Resource Management and Skills Development and Delivery Organisation Design and Change Management Home Domain of Capability Applicability of Capability Across Other Domains
  14. 14. Mapping Of Specific Capability Frameworks To Generic Framework • The approach taken is to map the major capabilities of the individual frameworks to the generic IT function capability framework • The objective is to identify gaps and areas in the individual frameworks • The mapping is performed at a high-level only − The extent of the similarity between the specific and generic capabilities is not examined − The depth of the coverage of the individual capability in each framework is not assessed October 5, 2020 14
  15. 15. APQC Process Classification Framework (PCF) • Designed to be a set of universal and generalised business processes performed in common by every organisation • Aims to provide a common language to communicate and define business processes • Consists of 13 high-level process groups, of which the management of IT is one 1. Develop Vision and Strategy 2. Develop and Manage Products and Services 3. Market and Sell Products and Services 4. Deliver Physical Products 5. Deliver Services 6. Manage Customer Service 7. Develop and Manage Human Capital 8. Manage Information Technology (IT) 9. Manage Financial Resources 10. Acquire, Construct, and Manage Assets 11. Manage Enterprise Risk, Compliance, Remediation, and Resiliency 12. Manage External Relationships 13. Develop and Manage Business Capabilities October 5, 2020 15
  16. 16. APQC Process Classification Framework (PCF) – IT Management Structure October 5, 2020 16 APQC PCF IT Management Develop And Manage IT Customer Relationships Understand IT Customer Needs Identify IT Customer Transformation Needs Plan And Communicate IT Services Provide IT Transformation Guidance Develop And Manage IT Service Levels Manage IT Customer Relationships Analyze Service Performance Develop And Manage IT Business Strategy Define Business Technology And Governance Strategy Manage IT Portfolio Strategy Define And Maintain Enterprise Architecture Define IT Service Management Strategy Control IT Management System Manage IT Value Portfolio Define And Manage Technology Innovation Develop IT Compliance, Risk, And Security Strategy Develop IT Resilience Strategy Develop And Manage IT Resilience And Risk Control IT Risk, Compliance, And Security Plan And Manage IT Continuity Develop And Manage IT Security, Privacy, And Data Protection Conduct And Analyse IT Compliance Assessments Develop And Execute IT Resilience And Continuity Operations Manage IT User Identity And Authorization Manage Information Define Business Information And Analytics Strategy Define And Maintain Business Information Architecture Define And Execute Business Information Lifecycle Planning And Control Manage Business Information Content Develop And Manage Services/Solutions Develop Service/ Solution And Integration Strategy Manage Service/ Solution Lifecycle Planning Develop And Manage Service/Solution Architecture Execute IT Service/ Solution Creation And Testing Perform Service/Solution Maintenance And Testing Deploy Services/Solutions Develop And Manage Service/ Solution Deployment Strategy Plan Service And Solution Implementation Manage Change Deployment Control Implement Technology Solutions Perform Service And Solution Rollout Create And Manage Support Services/ Solutions Define And Establish Service Delivery Strategy Define And Develop Service Support Strategy Plan And Manage Service Delivery Control Develop And Manage Infrastructure Resource Planning Define Service Support Planning Develop And Manage Service Delivery Operations Manage Infrastructure Resource Administration Operate IT User Support
  17. 17. APQC To Generic IT Capability Framework Mapping October 5, 2020 17
  18. 18. APQC To Generic IT Capability Framework Mapping Summary October 5, 2020 18 Number of Generic Capabilities Mapped to by More Than One Framework Capability 8 • 1 - Business Strategy Alignment and Information Technology Strategy Management and Planning • 9 - Organisation Design and Change Management • 11 - Overall Information Technology Architecture, Portfolio, Platform, Standards, Methodologies, Instrumentation and Toolset Management • 12 - Data, Information and Knowledge Asset Management, Data Protection and Analytics • 13 - Security, Risk Management, Continuity and Disaster Recovery • 23 - Technology Operations Management, Service Strategy, Delivery and Support • 24 - Solution Portfolio Management • 28 - Solution Development, Delivery, Implementation, Configuration, Release to Production Number of Framework Capabilities Mapped to More Than One Generic Capability 2 • 25 - Develop And Execute IT Resilience And Continuity Operations • 43 - Manage Business Information Content Number of Generic Capabilities Not Mapped To 9 • 4 - Sourcing and Supplier Performance Assessment, Management and Governance • 5 - Programme Management, Portfolio Management, Project Management • 8 - People Resource Management and Skills Development and Delivery • 16 - Technology Component, Platform and Data Integration • 17 - Business and Process Analysis and Design • 18 - Solution Consumer Experience Design • 19 - Solution Evaluation, Selection, Acquisition/Procurement • 22 - Knowledge and Collaboration Management, Training, Documentation • 27 - Infrastructure, Networks, Communications and Telephony Operations
  19. 19. APQC Capability Gaps Across The IT Function Pipeline • Gaps across strategic, technology and solution consulting and delivery and operational run-the-business areas • Gaps perhaps reflect the operational process-focussed nature of the APQC framework October 5, 2020 19
  20. 20. APQC To Generic IT Capability Framework Mapping – Potential Gaps Major Capability Intended Purpose and Scope Sourcing and Supplier Performance Assessment, Management and Governance The IT function is becoming more and more concerned with supplier and solution identification and selection and their subsequent management and governance, especially of strategic suppliers. The combined trends of greater outsourcing, greater use of XaaS models across all types of cloud services and the movement from custom development to packaged solutions means supplier sourcing is an important major core capability of the IT function. Programme Management, Portfolio Management, Project Management The management of the delivery of programmes and projects is a core IT function capability Demand and Supply Management, Capacity Forecasting and Planning The IT function needs to plan the workload and the required skills and experience across all workload types: strategic planning and management, business as usual and new service introduction. The resources then need to be acquired and formed into appropriate functioning teams. People Resource Management and Skills Development and Delivery The capabilities of the IT function need to be translated into roles filled by people that have the necessary skills. These skills have to be identified and developed. The staffing of the IT function needs to be constantly reviewed and keep current to cater for staff turnover, development and promotion and the constant technology and skills change that affects IT. Business and Process Analysis and Design Business analysis and business process analysis are core capabilities along the spectrum of existing solution and service modification and new solution and service introduction. The business analyst function is core to business engagement. Solution Consumer Experience Design Solution usability is a separate specialist skill from solution design, delivery and implementation. As organisations deploy more solutions outside the organisation on various channels and platforms as part of digital transformation initiatives, solution consumer usability is becoming more important. Solution Evaluation, Selection, Acquisition/Procurement The operationalisation of the capability to identify solution selection factors, evaluate and select solutions and their suppliers and manage the solution procurement and acquisition process is of increasing importance to the IT function. Knowledge and Collaboration Management, Training, Documentation, Training, Training, Documentation The management of knowledge and the implementation and management of knowledge collaboration and sharing and training and documentation relating to system and solution usage is a major IT function capability. This ensures knowledge availability and increases system and solution usability, usage and reduces risk of rejection. Infrastructure, Networks, Communications and Telephony Operations The ability to ensure effective operation of all aspects of IT infrastructure, both on-premises and externally located, and organisation networks and communications to ensure reliable technical infrastructure operations needs to be a core capability of the IT function. October 5, 2020 20
  21. 21. COBIT 2019 • COBIT is a long-established framework for both the governance and management of Information and Technology wherever they occur, aimed at the whole organisation rather than just the IT function • Information and Technology means all the technology and information processing the organisation has implemented and uses to achieve its goals, regardless of where this happens in the organisation • Governance is concerned with defining objectives, setting a direction and performance and compliance monitoring • Management is concerned with the planning, building, running and monitoring activities that are aligned with the direction set by governance • achieve enterprise objectives. • COBIT is concerned with IT governance and management and their controls: − IT must implement internal controls around how it operates − The systems IT delivers to the business and the underlying business processes these systems actualise must be controlled – these are controls external to IT − To govern IT effectively, COBIT defines the activities and risks within IT that need to be managed October 5, 2020 21
  22. 22. COBIT 2019 Structure October 5, 2020 22 COBIT 2019 Evaluate, Direct and Monitor (EDM) EDM01 Ensure Governance Framework Setting and Maintenance EDM02 Ensure Benefits Delivery EDM03 Ensure Risk Optimisation EDM04 Ensure Resource Optimisation EDM05 Ensure Stakeholder Transparency Align, Plan and Organise Align, Plan and Organize (APO) APO01 Manage the IT Management Framework APO02 Manage Strategy APO03 Manage Enterprise Architecture APO04 Manage Innovation APO05 Manage Portfolio APO06 Manage Budget and Costs APO07 Manage Human Resources APO08 Manage Relationships APO09 Manage Service Agreements APO10 Manage Suppliers APO11 Manage Quality APO12 Manage Risk APO13 Manage Security APO14 Manage Data Build, Acquire and Implement (BAI) BAI01 Manage Programmes BAI02 Manage Requirements Definition BAI03 Manage Solutions Identification and Build BAI04 Manage Availability and Capacity BAI05 Manage Organisational Change Enablement BAI06 Manage Changes BAI07 Manage Change Acceptance and Transitioning BAI08 Manage Knowledge BAI09 Manage Assets BAI10 Manage Configuration BAI11 Manage Projects Deliver, Service and Support (DSS) DSS01 Manage Operations DSS02 Manage Service Requests and Incidents DSS03 Manage Problems DSS04 Manage Continuity DSS05 Manage Security Services DSS06 Manage Business Process Controls Monitor, Evaluate and Assess (MEA) MEA01 Manage, Monitor, Evaluate and Assess Performance and Conformance MEA02 Manage, Monitor, Evaluate and Assess the System of Internal Control MEA03 Manage, Monitor, Evaluate and Assess Compliance With External Requirements MEA04 Manage Assurance
  23. 23. COBIT 19 To Generic IT Capability Framework Mapping October 5, 2020 23
  24. 24. COBIT 19 To Generic IT Capability Framework Mapping Summary October 5, 2020 24 Number of Generic Capabilities Mapped to by More Than One Framework Capability 8 • 1 - Business Strategy Alignment and Information Technology Strategy Management and Planning • 3 - Business Relationship Management and Business Engagement • 5 - Programme Management, Portfolio Management, Project Management • 7 - Demand and Supply Management, Capacity Forecasting and Planning • 9 - Organisation Design and Change Management • 13 - Security, Risk Management, Continuity and Disaster Recovery • 23 - Technology Operations Management, Service Strategy, Delivery and Support • 25 - Technology and Platform Infrastructure and Asset Management Number of Framework Capabilities Mapped to More Than One Generic Capability 1 • 23 - BAI07 Manage Change Acceptance and Transitioning Number of Generic Capabilities Not Mapped To 9 • 2 - IT Leadership and Governance • 6 - Accounting, Funding, Financing, Budgeting and Planning • 14 - Solution Architecture, Analysis, Selection, Design and Presentation • 15 - Infrastructure, Networks, Communications and Telephony Architecture and Design • 16 - Technology Component, Platform and Data Integration • 18 - Solution Consumer Experience Design • 19 - Solution Evaluation, Selection, Acquisition/Procurement • 21 - Data Management, Design and Administration • 27 - Infrastructure, Networks, Communications and Telephony Operations
  25. 25. COBIT 19 Capability Gaps Across The IT Function Pipeline • Gaps reflect the governance and management focus of COBIT and its omission of some important standards and operational capabilities October 5, 2020 25
  26. 26. COBIT 19 To Generic IT Capability Framework Mapping – Potential Gaps Major Capability Intended Purpose and Scope Solution Architecture, Analysis, Selection, Design and Presentation The capability to create effective solution designs and to analyse solution requirements, present solution options and determine the most suitable solution is a core capability of the IT function. Infrastructure, Networks, Communications and Telephony Architecture and Design As organisations operate in an increasing diverse and connected IT infrastructure landscape and where network connectivity represents a threat vector, specific detailed knowledge of infrastructure, network and telecommunications is a necessary and important IT function major capability. Technology Component, Platform and Data Integration As IT solutions and their data exist on multiple separate platforms and as initiatives such as digital transformation mean that the organisation must extend its integration outside its boundaries, the capability to understand integration requirements ad design, implement and operate integration solutions is important. Solution Consumer Experience Design Solution usability is a separate specialist skill from solution design, delivery and implementation. As organisations deploy more solutions outside the organisation on various channels and platforms as part of digital transformation initiatives, solution consumer usability is becoming more important. Solution Evaluation, Selection, Acquisition/Procurement The operationalisation of the capability to identify solution selection factors, evaluate and select solutions and their suppliers and manage the solution procurement and acquisition process is of increasing importance to the IT function. Data Management, Design and Administration As well as defining and implementing data architectures, the IT function needs to be good at the operationalisation of data design and management activities. Again, in the context of the greater use of XaaS models where data is decentralised, this is very important. Infrastructure, Networks, Communications and Telephony Operations The ability to ensure effective operation of all aspects of IT infrastructure, both on-premises and externally located, and organisation networks and communications to ensure reliable technical infrastructure operations needs to be a core capability of the IT function. October 5, 2020 26
  27. 27. ITIL V4 • ITIL 4 is an update to the existing ITIL service management framework • It is intended to focus on end-to-end general (rather than just IT) service management from demand to value • It describes an operating model for the delivery of information technology-enabled products and services • Framework mapping uses the ITIL V4 Practices October 5, 2020 27 ITIL V4 Framework Four Dimensions Model Organisations and People Information and Technology Partners and Suppliers Value Streams and Processes Service Value System (SVS) Guiding Principles Governance Service Value Chain Continual Improvement Practices General Management Practices Service Management Practices Technical Management Practices
  28. 28. ITIL V4 Practices Structure October 5, 2020 28 ITIL V4 General Management Strategy Management Portfolio Management Architecture Management Service Financial Management Workforce And Talent Management Continual Improvement Measurement And Reporting Risk Management Information Security Management Knowledge Management Organizational Change Management Project Management Relationship Management Supplier Management Service Management Business Analysis Service Catalogue Management Service Design Service Level Management Availability Management Capacity And Performance Management Service Continuity Management Monitoring And Event Management Service Desk Incident Management Service Request Management Problem Management Release Management Change Enablement Service Validation And Testing Service Configuration Management IT Asset Management Technical Management Deployment Management Infrastructure And Platform Management Software Development And Management
  29. 29. ITIL V4 To Generic IT Capability Framework Mapping October 5, 2020 29
  30. 30. ITIL V4 To Generic IT Capability Framework Mapping Summary October 5, 2020 30 Number of Generic Capabilities Mapped to by More Than One Framework Capability 8 • 1 - Business Strategy Alignment and Information Technology Strategy Management and Planning • 9 - Organisation Design and Change Management • 11 - Overall Information Technology Architecture, Portfolio, Platform, Standards, Methodologies, Instrumentation and Toolset Management • 12 - Data, Information and Knowledge Asset Management, Data Protection and Analytics • 13 - Security, Risk Management, Continuity and Disaster Recovery • 23 - Technology Operations Management, Service Strategy, Delivery and Support • 24 - Solution Portfolio Management • 28 - Solution Development, Delivery, Implementation, Configuration, Release to Production Number of Framework Capabilities Mapped to More Than One Generic Capability 2 • 25 - Develop And Execute IT Resilience And Continuity Operations • 43 - Manage Business Information Content Number of Generic Capabilities Not Mapped To 9 • 4 - Sourcing and Supplier Performance Assessment, Management and Governance • 5 - Programme Management, Portfolio Management, Project Management • 8 - People Resource Management and Skills Development and Delivery • 16 - Technology Component, Platform and Data Integration • 17 - Business and Process Analysis and Design • 18 - Solution Consumer Experience Design • 19 - Solution Evaluation, Selection, Acquisition/Procurement • 22 - Knowledge and Collaboration Management, Training, Documentation • 27 - Infrastructure, Networks, Communications and Telephony Operations
  31. 31. ITIL V4 Capability Gaps Across The IT Function Pipeline • Gaps reflect the primary service management focus of ITIL October 5, 2020 31
  32. 32. ITIL V4 To Generic IT Capability Framework Mapping – Potential Gaps Major Capability Intended Purpose and Scope IT Leadership and Governance The provision of leadership, guidance and direction and the exercising of management and control to the IT function and to the wider business in terms of demonstrating what IT can do for the business and in building trust in the IT function is a foundational capability. Technology Trend Analysis, Innovation Management and Technology Prototyping, Piloting and Validation The IT function needs to consistently and methodically devote time and resources to researching new technologies, trends and initiatives to determine their potential applicability to the organisation. This needs to include trialling and prototyping new technologies. Solution Architecture, Analysis, Selection, Design and Presentation The capability to create effective solution designs and to analyse solution requirements, present solution options and determine the most suitable solution is a core capability of the IT function. Infrastructure, Networks, Communications and Telephony Architecture and Design As organisations operate in an increasing diverse and connected IT infrastructure landscape and where network connectivity represents a threat vector, specific detailed knowledge of infrastructure, network and telecommunications is a necessary and important IT function major capability. Technology Component, Platform and Data Integration As IT solutions and their data exist on multiple separate platforms and as initiatives such as digital transformation mean that the organisation must extend its integration outside its boundaries, the capability to understand integration requirements ad design, implement and operate integration solutions is important. Solution Consumer Experience Design Solution usability is a separate specialist skill from solution design, delivery and implementation. As organisations deploy more solutions outside the organisation on various channels and platforms as part of digital transformation initiatives, solution consumer usability is becoming more important. Solution Evaluation, Selection, Acquisition/Procurement The operationalisation of the capability to identify solution selection factors, evaluate and select solutions and their suppliers and manage the solution procurement and acquisition process is of increasing importance to the IT function. Data Management, Design and Administration As well as defining and implementing data architectures, the IT function needs to be good at the operationalisation of data design and management activities. Again, in the context of the greater use of XaaS models where data is decentralised, this is very important. Infrastructure, Networks, Communications and Telephony Operations The ability to ensure effective operation of all aspects of IT infrastructure, both on-premises and externally located, and organisation networks and communications to ensure reliable technical infrastructure operations needs to be a core capability of the IT function. October 5, 2020 32
  33. 33. IT-CMF • IT-CMF in intended to be a systematic framework aiming at improving IT capability and identifying and prioritising opportunities, reducing cost and optimising the business value of IT investments • It is a proprietary framework centred on a commercial critical capability maturity assessment • It is can be viewed as a meta-framework that attempts to identify an IT organisation’s maturity in its key critical practices • It is effectively a collection of (currently) 37 individual maturity models, one for each of its critical processes • It seeks to identify the important areas where the IT function wants or needs to improve to deliver business value − Attempts to discover the critical gaps in maturity that are preventing IT delivering business value − Looks to determine appropriate levels of maturity for the organisation for critical IT processes October 5, 2020 33
  34. 34. IT-CMF To Generic IT Capability Framework Mapping October 5, 2020 34
  35. 35. IT-CMF To Generic IT Capability Framework Mapping Summary October 5, 2020 35 Number of Generic Capabilities Mapped to by More Than One Framework Capability 10 • 1 - Business Strategy Alignment and Information Technology Strategy Management and Planning • 2 - IT Leadership and Governance • 5 - Programme Management, Portfolio Management, Project Management • 6 - Accounting, Funding, Financing, Budgeting and Planning • 7 - Demand and Supply Management, Capacity Forecasting and Planning • 9 - Organisation Design and Change Management • 10 - Technology Trend Analysis, Innovation Management and Technology Prototyping, Piloting and Validation • 12 - Data, Information and Knowledge Asset Management, Data Protection and Analytics • 22 - Knowledge and Collaboration Management, Training, Documentation • 28 - Solution Development, Delivery, Implementation, Configuration, Release to Production Number of Framework Capabilities Mapped to More Than One Generic Capability 2 • 15 - Funding and Financing • 32 - Programme Management Number of Generic Capabilities Not Mapped To 7 • 14 - Solution Architecture, Analysis, Selection, Design and Presentation • 15 - Infrastructure, Networks, Communications and Telephony Architecture and Design • 16 - Technology Component, Platform and Data Integration • 20 - Testing and Quality • 21 - Data Management, Design and Administration • 24 - Solution Portfolio Management • 26 - Security, Continuity, Backup and Disaster Recovery Operations
  36. 36. IT-CMF Capability Gaps Across The IT Function Pipeline • Some of the gaps such as solution architecture and testing/quality are difficult to explain given the intended focus of IT-CMF October 5, 2020 36
  37. 37. IT-CMF To Generic IT Capability Framework Mapping – Potential Gaps Major Capability Intended Purpose and Scope Solution Architecture, Analysis, Selection, Design and Presentation The capability to create effective solution designs and to analyse solution requirements, present solution options and determine the most suitable solution is a core capability of the IT function. Infrastructure, Networks, Communications and Telephony Architecture and Design As organisations operate in an increasing diverse and connected IT infrastructure landscape and where network connectivity represents a threat vector, specific detailed knowledge of infrastructure, network and telecommunications is a necessary and important IT function major capability. Technology Component, Platform and Data Integration As IT solutions and their data exist on multiple separate platforms and as initiatives such as digital transformation mean that the organisation must extend its integration outside its boundaries, the capability to understand integration requirements ad design, implement and operate integration solutions is important. Solution Evaluation, Selection, Acquisition/Procurement The operationalisation of the capability to identify solution selection factors, evaluate and select solutions and their suppliers and manage the solution procurement and acquisition process is of increasing importance to the IT function. Testing and Quality A testing and quality competence and capacity has broad applicability across the IT function to validate the introduction of solution, service and organisation changes to maximise their success. Data Management, Design and Administration As well as defining and implementing data architectures, the IT function needs to be good at the operationalisation of data design and management activities. Again, in the context of the greater use of XaaS models where data is decentralised, this is very important. Solution Portfolio Management The portfolio of existing business systems and solutions needs to be managed, changed, upgraded, enhanced, kept current and selectively consolidated and replaced where appropriate. October 5, 2020 37
  38. 38. IT4IT • IT4IT is intended to be a reference architecture for the management of the IT function • It aims to take a value chain approach to create a model of the functions that IT performs and the services it provides to assist organisations in the identification of the activities that contribute to business competitiveness • It is intended to be an integrated framework for the management of IT that emphasises IT service lifecycles • It aims to identify what the IT function must do well • It looks to attain efficiencies using supply chain-like approach to IT services • IT4IT reference architecture specifies an IT Value Chain October 5, 2020 38
  39. 39. IT4IT To Generic IT Capability Framework Mapping October 5, 2020 39
  40. 40. IT4IT To Generic IT Capability Framework Mapping Summary October 5, 2020 40 Number of Generic Capabilities Mapped to by More Than One Framework Capability 8 • 3 - Business Relationship Management and Business Engagement • 20 - Testing and Quality • 23 - Technology Operations Management, Service Strategy, Delivery and Support • 28 - Solution Development, Delivery, Implementation, Configuration, Release to Production Number of Framework Capabilities Mapped to More Than One Generic Capability 2 • 29 - Problem Management Number of Generic Capabilities Not Mapped To 16 • 1 - Business Strategy Alignment and Information Technology Strategy Management and Planning • 4 - Sourcing and Supplier Performance Assessment, Management and Governance • 8 - People Resource Management and Skills Development and Delivery • 9 - Organisation Design and Change Management • 10 - Technology Trend Analysis, Innovation Management and Technology Prototyping, Piloting and Validation • 12 - Data, Information and Knowledge Asset Management, Data Protection and Analytics • 13 - Security, Risk Management, Continuity and Disaster Recovery • 14 - Solution Architecture, Analysis, Selection, Design and Presentation • 15 - Infrastructure, Networks, Communications and Telephony Architecture and Design • 16 - Technology Component, Platform and Data Integration • 18 - Solution Consumer Experience Design • 19 - Solution Evaluation, Selection, Acquisition/Procurement • 21 - Data Management, Design and Administration • 25 - Technology and Platform Infrastructure and Asset Management • 26 - Security, Continuity, Backup and Disaster Recovery Operations • 27 - Infrastructure, Networks, Communications and Telephony Operations
  41. 41. IT4IT To Generic IT Capability Framework Mapping – Potential Gaps - 1 Major Capability Intended Purpose and Scope Business Strategy Alignment and Information Technology Strategy Management and Planning The IT function needs to develop its own strategy in response to the overall business strategy. The IT function strategy must be defined to enable delivery of the business strategy. It must have an internal and external focus. The IT function must also assist with the definition of the business strategy by identifying how technology can inform and assist the business strategy. The business and IT strategies must be kept aligned. IT Leadership and Governance The provision of leadership, guidance and direction and the exercising of management and control to the IT function and to the wider business in terms of demonstrating what IT can do for the business and in building trust in the IT function is a foundational capability. Sourcing and Supplier Performance Assessment, Management and Governance One of the key roles of the IT function is to manage its ecosystem of solution and service providers, the level of service provided, value for money obtained and the risks associated with the over-concentration on a small number of suppliers must be managed. Strategic suppliers must be selected, monitored and managed carefully. The overall sourcing and supplier management direction for the organisation must be defined and communicated. In the context of outsourcing and use of XaaS solution and service models, supplier and sourcing is of vital importance, People Resource Management and Skills Development and Delivery The structuring and staffing of the IT function, the identification of the skills needed, the sourcing of personnel, the career and succession planning and management is an essential capability. Organisation Design and Change Management The IT function generally leads the introduction of new services and solutions and the associated process and organisation change. An important factor in the success of new solutions and services is the success of the organisation and process changes needed to ensure their successful adoption and use. The IT function needs to be capable of leading and managing the introduction of organisation as well as technology change. Technology Trend Analysis, Innovation Management and Technology Prototyping, Piloting and Validation The IT function needs to consistently and methodically devote time and resources to researching new technologies, trends and initiatives to determine their potential applicability to the organisation. This needs to include trialling and prototyping new technologies. Data, Information and Knowledge Asset Architecture and Management, Data Protection and Analytics Data breathes life into technology solutions. Solutions exist to receive, process, generate and store data. Data architecture and management along the data processing pipeline and data lifecycle is a necessary IT function capability. All too frequently organisations are rich is raw data and poor in information, insight and value from that data. The IT function implements and operates solutions that exist as disconnected data islands. The pace of introduction of new data technology solutions means the IT function must possess a broad ad deep data capability. The context of the organisation data landscape is changing through greater XaaS usage, introducing more complexity that needs to be understood and managed. October 5, 2020 41
  42. 42. IT4IT To Generic IT Capability Framework Mapping – Potential Gaps - 2 Major Capability Intended Purpose and Scope Security, Risk Management, Continuity and Disaster Recovery Designing and implementing security architecture and constituent solutions across the IT technology landscape is a fundamental IT capability. Maintaining the security of IT assets and ensuring continuity of operations is a continuous activity. Security encompasses a wide range of activities from identifying and managing security risks, preventing security breaches and identifying and recovering from security events. Solution Architecture, Analysis, Selection, Design and Presentation The capability to create effective solution designs and to analyse solution requirements, present solution options and determine the most suitable solution is a core capability of the IT function. Infrastructure, Networks, Communications and Telephony Architecture and Design As organisations operate in an increasing diverse and connected IT infrastructure landscape and where network connectivity represents a threat vector, specific detailed knowledge of infrastructure, network and telecommunications is a necessary and important IT function major capability. Technology Component, Platform and Data Integration As IT solutions and their data exist on multiple separate platforms and as initiatives such as digital transformation mean that the organisation must extend its integration outside its boundaries, the capability to understand integration requirements ad design, implement and operate integration solutions is important. Solution Consumer Experience Design Solution usability is a separate specialist skill from solution design, delivery and implementation. As organisations deploy more solutions outside the organisation on various channels and platforms as part of digital transformation initiatives, solution consumer usability is becoming more important. Solution Evaluation, Selection, Acquisition/Procurement The operationalisation of the capability to identify solution selection factors, evaluate and select solutions and their suppliers and manage the solution procurement and acquisition process is of increasing importance to the IT function. Data Management, Design and Administration As well as defining and implementing data architectures, the IT function needs to be good at the operationalisation of data design and management activities. Again, in the context of the greater use of XaaS models where data is decentralised, this is very important. Solution Portfolio Management The portfolio of existing business systems and solutions needs to be managed, changed, upgraded, enhanced, kept current and selectively consolidated and replaced where appropriate. Technology and Platform Infrastructure and Asset Management The landscape of IT infrastructure and technology assets, both on-premises and deployed and operates through outsourcing and XaaS models needs to managed to ensure continuity, reliability and consistency of operations and service delivery and the implementation of supporting processes and technologies is a central IT capability. Security, Continuity, Backup and Disaster Recovery Operations The IT function needs to operationalise and industrialise security, continuity, backup and recovery activities and the continuous monitoring of and response to events in the security, risk and threat landscape. Infrastructure, Networks, Communications and Telephony Operations The IT function needs to operationalise and industrialise the provision of networking, communications and telephony services. This is more important in the increasing diverse and connected IT infrastructure landscape. October 5, 2020 42
  43. 43. IT4IT Capability Gaps Across The IT Function Pipeline • Significant number of gaps along the span of IT function capabilities • Indicative of the focus on operational and service management areas rather than on the broader end-to-end view October 5, 2020 43
  44. 44. European e-Competence Framework (ECF) • Aims to provide a reference of competences required and applied in Information and Communication Technology (ICT) • Five ECF dimensions: 1. Five high-level competency areas 2. 40 competencies within competency areas 3. Required proficiency area for each competency – five possible levels 1. Contributes, performs work and acts under guidance 2. Acts systematically and organises work 3. Exploits specialist knowledge and applies creativity and accounts for own and others’ actions 4. Provides leadership and takes responsibility and exploits wide ranging specialist knowledge 5. Applies strategic thinking and organisational leadership and makes strategic decisions 4. Knowledge required for competency 5. Skills required for competency Dimension 1 – Competency Area Dimension 2 - Competency Dimension 3 – Competency Proficiency Level Dimension 4 – Competency Knowledge Dimension 5 – Competency Skills 5 October 2020 44
  45. 45. European e-Competence Framework (ECF) ECF Framework A. Plan A.1. IS and Business Strategy Alignment A.2. Service Level Management A.3. Business Plan Development A.4. Product / Service Planning A.5. Architecture Design A.6. Application Design A.7. Technology Trend Monitoring A.8. Sustainable Development A.9. Innovating B. Build B.1. Application Development B.2. Component Integration B.3. Testing B.4. Solution Deployment B.5. Documentation Production B.6. Systems Engineering C. Run C.1. User Support C.2. Change Support C.3. Service Delivery C.4. Problem Management D. Enable D.1. Information Security Strategy Development D.2. ICT Quality Strategy Development D.3. Education and Training Provision D.4. Purchasing D.5. Sales Proposal Development D.6. Channel Management D.7. Sales Management D.8. Contract Management D.9. Personnel Development D.10. Information and Knowledge Management D.11. Needs Identification D.12. Digital Marketing E. Manage E.1. Forecast Development E.2. Project and Portfolio Management E.3. Risk Management E.4. Relationship Management E.5. Process Improvement E.6. ICT Quality Management E.7. Business Change Management E.8. Information Security Management E.9. IS Governance 5 October 2020 45
  46. 46. ECF To Generic IT Capability Framework Mapping October 5, 2020 46
  47. 47. ECF To Generic IT Capability Framework Mapping Summary October 5, 2020 47 Number of Generic Capabilities Mapped to by More Than One Framework Capability 11 • 1 - Business Strategy Alignment and Information Technology Strategy Management and Planning • 3 - Business Relationship Management and Business Engagement • 10 - Technology Trend Analysis, Innovation Management and Technology Prototyping, Piloting and Validation • 13 - Security, Risk Management, Continuity and Disaster Recovery • 14 - Solution Architecture, Analysis, Selection, Design and Presentation • 17 - Business and Process Analysis and Design • 20 - Testing and Quality • 22 - Knowledge and Collaboration Management, Training, Documentation • 23 - Technology Operations Management, Service Strategy, Delivery and Support • 28 - Solution Development, Delivery, Implementation, Configuration, Release to Production Number of Framework Capabilities Mapped to More Than One Generic Capability 0 Number of Generic Capabilities Not Mapped To 11 • 4 - Sourcing and Supplier Performance Assessment, Management and Governance • 6 - Accounting, Funding, Financing, Budgeting and Planning • 11 - Overall Information Technology Architecture, Portfolio, Platform, Standards, Methodologies, Instrumentation and Toolset Management • 12 - Data, Information and Knowledge Asset Management, Data Protection and Analytics • 15 - Infrastructure, Networks, Communications and Telephony Architecture and Design • 18 - Solution Consumer Experience Design • 21 - Data Management, Design and Administration • 24 - Solution Portfolio Management • 25 - Technology and Platform Infrastructure and Asset Management • 26 - Security, Continuity, Backup and Disaster Recovery Operations • 27 - Infrastructure, Networks, Communications and Telephony Operations
  48. 48. ECF Capability Gaps Across The IT Function Pipeline October 5, 2020 48 • There are gaps across the generic framework in areas of data, supplier and solution sourcing, finance and infrastructure
  49. 49. ECF To Generic IT Capability Framework Mapping – Potential Gaps - 1 Major Capability Intended Purpose and Scope Sourcing and Supplier Performance Assessment, Management and Governance One of the key roles of the IT function is to manage its ecosystem of solution and service providers, the level of service provided, value for money obtained and the risks associated with the over-concentration on a small number of suppliers must be managed. Strategic suppliers must be selected, monitored and managed carefully. The overall sourcing and supplier management direction for the organisation must be defined and communicated. In the context of outsourcing and use of XaaS solution and service models, supplier and sourcing is of vital importance, Accounting, Funding, Financing, Budgeting and Planning The IT function needs to be able to plan and manage its budget and the subsequent spending on existing and new services. Overall Information Technology Architecture, Portfolio, Platform, Standards, Methodologies, Instrumentation and Toolset Management Defining the overall IT architecture, the portfolio of existing and new solutions and services and the associated implementation, delivery and operation standards, toolsets and methodologies is a strategic IT function capability. Data, Information and Knowledge Asset Architecture and Management, Data Protection and Analytics Data breathes life into technology solutions. Solutions exist to receive, process, generate and store data. Data architecture and management along the data processing pipeline and data lifecycle is a necessary IT function capability. All too frequently organisations are rich is raw data and poor in information, insight and value from that data. The IT function implements and operates solutions that exist as disconnected data islands. The pace of introduction of new data technology solutions means the IT function must possess a broad ad deep data capability. The context of the organisation data landscape is changing through greater XaaS usage, introducing more complexity that needs to be understood and managed. Infrastructure, Networks, Communications and Telephony Architecture and Design As organisations operate in an increasing diverse and connected IT infrastructure landscape and where network connectivity represents a threat vector, specific detailed knowledge of infrastructure, network and telecommunications is a necessary and important IT function major capability. October 5, 2020 49
  50. 50. ECF To Generic IT Capability Framework Mapping – Potential Gaps - 2 Major Capability Intended Purpose and Scope Solution Consumer Experience Design Solution usability is a separate specialist skill from solution design, delivery and implementation. As organisations deploy more solutions outside the organisation on various channels and platforms as part of digital transformation initiatives, solution consumer usability is becoming more important. Data Management, Design and Administration As well as defining and implementing data architectures, the IT function needs to be good at the operationalisation of data design and management activities. Again, in the context of the greater use of XaaS models where data is decentralised, this is very important. Solution Portfolio Management The portfolio of existing business systems and solutions needs to be managed, changed, upgraded, enhanced, kept current and selectively consolidated and replaced where appropriate. Technology and Platform Infrastructure and Asset Management The landscape of IT infrastructure and technology assets, both on-premises and deployed and operates through outsourcing and XaaS models needs to managed to ensure continuity, reliability and consistency of operations and service delivery and the implementation of supporting processes and technologies is a central IT capability. Security, Continuity, Backup and Disaster Recovery Operations The IT function needs to operationalise and industrialise security, continuity, backup and recovery activities and the continuous monitoring of and response to events in the security, risk and threat landscape. Infrastructure, Networks, Communications and Telephony Operations The IT function needs to operationalise and industrialise the provision of networking, communications and telephony services. This is more important in the increasing diverse and connected IT infrastructure landscape. October 5, 2020 50
  51. 51. SFIA (Skills Framework For The Information Age) • SFIA describes the skills and competencies required by professionals in roles involved in information and communication technologies, digital transformation and software engineering • Not mapped here because of the large number of competencies October 5, 2020 51 • Seven skill levels for each role area: 1. Follow 2. Assist 3. Apply 4. Enable 5. Ensure, Advise 6. Initiate, Influence 7. Set Strategy, Inspire, Mobilise • Five attributes used to classify each skill level 1. Autonomy 2. Influence 3. Complexity 4. Knowledge 5. Business Skills Skill Level Attributes Autonomy Influence Complexity Knowledge Business Skills Follow Assist Apply Enable Ensure, Advise Initiate, Influence Set Strategy, Inspire, Mobilise
  52. 52. SFIA – Levels 1 And 2 Strategy And Architecture Information Strategy Advice And Guidance Business Strategy And Planning Technical Strategy And Planning Change And Transformation Business Change Implementation Business Change Management Development And Implementation Systems Development User Experience Installation And Integration Delivery And Operation Service Design Service Transition Service Operation Skills And Quality Skill Management People Management Quality And Conformance Relationships And Engagement Stakeholder Management Sales And Marketing 5 October 2020 52
  53. 53. SFIA – Levels 1, 2 And 3 Strategy And Architecture Information Strategy Enterprise IT Governance Strategic Planning Information Governance Information Systems Coordination Information Security Information Assurance Analytics Data Visualisation Information Content Publishing Advice And Guidance Consultancy Specialist Advice Business Strategy And Planning Demand Management IT Management Financial Management Innovation Research Business Process Improvement Knowledge Management Enterprise And Business Architecture Business Risk Management Sustainability Technical Strategy And Planning Emerging Technology Monitoring Continuity Management Network Planning Solution Architecture Data Management Methods And Tools Change And Transformation Business Change Implementati on Portfolio Management Programme Management Project Management Portfolio, Programme And Project Support Business Change Management Business Analysis Business Modelling Requirements Definition And Management Organisational Capability Development Organisation Design And Implementati on Change Implementati on Planning And Management Business Process Testing Benefits Management Development And Implementatio n Systems Development Systems Development Management Systems Design Software Design Programming/ Software Development Real-Time/ Embedded Systems Development Animation Development Data Modelling And Design Database Design Network Design Testing Safety Engineering Information Content Authoring User Experience User Research User Experience Analysis User Experience Design User Experience Evaluation Installation And Integration Systems Integration And Build Porting/Softw are Configuration Hardware Design Systems Installation/ Decommission ing Delivery And Operation Service Design Availability Management Service Level Management Service Transition Service Acceptance Configuration Management Asset Management Change Management Release And Deployment Service Operation System Software Capacity Management Security Administratio n Penetration Testing Radio Frequency Engineering Application Support IT Infrastructure Database Administratio n Storage Management Network Support Problem Management Incident Management Facilities Management Skills And Quality Skill Management Learning And Development Management Competency Assessment Learning Design And Development Learning Delivery Teaching And Subject Formation People Management Performance Management Resourcing Professional Development Quality And Conformance Quality Management Quality Assurance Measurement Conformance Review Safety Assessment Digital Forensics Relationships And Engagement Stakeholder Management Sourcing Supplier Management Contract Management Relationship Management Customer Service Support Sales And Marketing Marketing Selling Sales Support Product Management 5 October 2020 53
  54. 54. Summary Of Capability Model Gaps • Each of the IT capability frameworks has different gaps – none span the complete range of necessary capabilities from strategy to operations and delivery • No one framework covers all of the generic capabilities October 5, 2020 54 APQC PCF COBIT 2019 ITIL V4 IT-CMF ECF IT4IT
  55. 55. Dimensions Of Capabilities • The relative importance of capabilities are not the same for all organisations and they do not remain the same over time • Organisations of different types, operating sectors, profiles and levels of IT maturity and expertise will have different views of which capabilities are important • Capability frameworks tend to be static and do not allow for variability in importance October 5, 2020 55 Capabilities Relative Importance Capabilities Gaps Current Level of Expertise Capabilities Desired Future Level of Expertise Effort to Improve Capabilities Capability Importance Current Level of Expertise and Gaps Desired Level of Expertise Effort and Resources
  56. 56. Every Organisation Will Have A Different Capability Importance Profile October 5, 2020 56 Capability Importance Profile 1 Capability Importance Profile 2 Capability Importance Profile 3
  57. 57. Organisation Capability Importance Profile And Improvement Activities • In order to use a capability framework effectively you must first understand your organisation’s capability importance profile • You then must quantify your capability gaps • Importance X gaps = capabilities to focus on • You cannot expect to improve your expertise across capabilities at the same time • You need to prioritise improvement efforts • Defining those IT capabilities that are most important for your organisation is just a starting point • Those capabilities must then be translated into a structure and an operating model October 5, 2020 57
  58. 58. Staffing And Roles Operating Model Capabilities And IT Function Structure And Operation • Capabilities are just one element of the design, structure and operation of the IT function − Capabilities – skills and abilities the IT function should possess and be able to use effectively and efficiently − IT Function Structure – the organisation and arrangement of the sub-functions and their responsibilities and relationships − Operating Model – how the IT function work and delivers value and the processes it implements and operates − Staffing And Roles – the numbers of people, their roles, responsibilities, expected skills, experience and abilities, workload, reporting structures and expected ways of operating IT Function Structure Capabilities 5 October 2020 58
  59. 59. Capabilities And IT Function Structure And Operation IT Function Structure Staffing And Roles Capabilities Operating Model Staff Must Have Skills to Provide IT Function Capabilities Operating Model Defines How the Personnel Work and the Processes they Operate to Delivery Value IT Function Structure Must be Populated with Staff in Defined Roles Staff Must Have Skills to Provide IT Function Capabilities Operating Model Breathes Life into the Function Structure Operating Model Defines How Capabilities are Used 5 October 2020 59
  60. 60. Summary • Existing framework do not capture or cater for the end-to- end complexity of the IT function • Existing frameworks are static and do not explicitly handle variability in capability profiles across organisations • A synthesis of what is best from the existing frameworks is required to create a complete view of necessary IT capabilities and to define a programme of work to achieve the necessary improvements • Capabilities need to be mapped to a specific IT function structure with role definitions, staffing and an operating model October 5, 2020 60
  61. 61. More Information Alan McSweeney http://ie.linkedin.com/in/alanmcsweeney https://www.amazon.com/dp/1797567616 5 October 2020 61

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