1. Manage Operations Introductory Brief

2. List of Modules

3. List of Modules Modules Processes 1 Manage Business Continuity 2
Availability Management
Capacity Management
Service Continuity Management 2
Manage Changes
Change Management
Service Validation & Testing 3
Manage Governance
Business IT Alignment
Monitor and Evaluate
Organizational Change Management
Policy Creation and Communication 4
Manage IT Procurement
Acquire & Maintain Application S/W & Technology Infrastructure 5
Manage Operations
Service Asset & Configuration Management
Event Management
Request Fulfillment
IT Operations

4. List of Modules Modules Processes 6 Manage Partners 7.1
Service Level Management
Contract Management
Supplier Management
7.1
Manage Projects Waterfall
Feasibility and Approval
Scope and Planning
Requirement Analysis and Design
Development and Infrastructure
Testing
Training and Go – Live Preparation
Go – Live
Project Change Control
Project Portfolio Management
7.2
Manage Projects Agile
Scope and planning
Backlog Grooming

5. List of Modules Modules Processes 7.2 Manage Projects Agile 8.1
Sprint Planning
Sprint Execution
Sprint Testing
Sprint Review & Retrospective
Training and Go – Live Preparation
Go – Live
Project Change Control
Project Closure
8.1
Manage Releases Waterfall
Release / Deployment Management
Transition Planning & Support
Evaluation
8.2
Manage Releases Agile
Release 9
Manage Security
Access Management
Information Security Management

6. List of Modules Modules Processes Manage Strategy Manage Support10
Manage Strategy
IT Portfolio Management
Financial Management
Demand Management
Strategy Planning
Manage IT Capabilities 11
Manage Support
Incident Management
Problem Management
Knowledge Management

7. Module Components

8. Module Components Sr. No Deliverable Details Type 1 Introductory Brief
Provides an overview about components and important aspects of each Module
MS PowerPoint 2
Process Flow Chart
A step by step diagrammatic representation of the process with inputs and outputs
Consists of list of sequential activities that every role mentioned in swim lane has to perform in the process
MS Visio 3
Process Narrative
Process narrative is prepared to supplement the process flowchart
Provides a detailed description of each activity mentioned in the flow chart
Provides list of COBIT controls, policies, documents, reports or systems that may be required for process
MS Word 4
RACI Matrix
RACI identifies the inherent roles and responsibilities of involved personnel within a process or a sub-process
Describes the participation by various roles in each activity mentioned in the process
Provides clarity on responsibilities for every role
MS Excel 5
Abbreviation List
List of abbreviations used in flow charts

9. Process Flow Chart
Module Name
Process Name - Sub Process Name
Identify Functional swim-lanes as per standard roles
Input Process
Output Process
Document to be used / referred
COBIT Control reference
Control activity mapped to COBIT
A Process Flow Chart is a sequential representation of the activities to be performed as part of the process
A Process Flow Chart also highlights the role responsible for every activity in swim-lane

10. Process Flow Legend
Flow Chart Legend provides a quick overview of the symbols used in the Process Flow Chart

11. Process Narrative
Relevant key systems and policies involved in process, and key data reports
Reference of COBIT control mapped in the Process
Detailed description of activities of each sub process
A Process Narrative is prepared to supplement the process flowchart
A Process Narrative provides a detailed description of each activity involved in the process

12. RACI Matrix RACI Legend R
Responsible: Role who owns the project / area of focus
"R" is committed to the area of focus, has the skills and contributes to shape the final outcome. A
Accountable: Role to whom the "R" is accountable
"A" signs or approves the work and should be willing to take on additional leadership
Only one "A" per task C
Consulted: Role which have specific skills to lend to the project / area of focus
Their contribution and time commitment is marginal in comparison to "R" or "A“
Also called SME (Subject Matter Expert) I
Informed: Roles that receive major reports and critical information
Informed Roles exert less influence than other members of the team
RACI identifies the inherent roles and responsibilities of involved personnel within a process or a sub-process

13. Process Identification - Process Specifics Activities / Decisions
RACI Matrix
Process Identification - Process Specifics
Role of Participants
Role1
Role 2
Role 3
Process Name
Name of Process
Process ID
Process Owner - Business
Role of Business Owner for this process
Process Owner – IT
Role of IT Process Owner for this process
Activity ID
Activities / Decisions
Sub Process 1
Input – Sub process
Activity Box 1 C I
R/A
DOC - Name of document / policy
Activity Box 2
Activity Box 3
Output – Sub process
Sub Process 2
Output - Sub process
Appropriate roles identified for the process/sub process
Activity description for all activities mentioned in the flow
Appropriate R/A/C/I for each role
RACI identifies the inherent roles and responsibilities of involved personnel within a process or a sub-process

14. Module Details

15. Service Asset & Config. Mgmt
Manage Operations
Manage Operations
Service Asset & Config. Mgmt
Event Management
SA/CI Requisition
SA/CI Receipt
SA/CI Update
Support Contract Administration
Manage Operations - Manage Operations module will assist organizations in managing and delivering daily IT service for various business needs.
Service Asset and Configuration Management Process- The process identifies, manages and protects the integrity of IT service assets and configuration items through service lifecycle by ensuring that only authorized IT components are used and IT changes are made.
Event Management Process- Event management is a process of generating and detecting notifications, and monitoring the status of IT services even when no events are occurring.
Module Description

16. Manage Operations Module Description Manage Operations IT Operations
Request Fulfillment
Establishment Of Operations Procedures
Approval of Job Schedule Registration and Changes
Job Execution
Data Externalization
Data Management
Disposal
Backup And Restoration
IT Operations Process- IT Operations Management process is the management of day-to-day running of IT Infrastructure for the purpose of delivering IT services at agreed levels to meet stated business objectives in an organization.
Request fulfillment Process- The purpose of Request Fulfillment is the process of dealing with IT service requests sent from the users in an organization.
Module Description

17. Manage Operations - Svc. Asset & Config. Mgmt.
SA/CI Requisition
None
Input
Output
SA/CI Update
SA/CI Receipt
Roles
Deliverables
CI owner
Purchase Department
Key Activities
Work order is reviewed and updated
Submission of purchase requisition
New / registered SA/CI are updated in the Configuration Management Database (CMDB)
Work order attributes are registered if purchase order is sent to the supplier

18. Manage Operations - Svc. Asset & Config. Mgmt.
SA/CI Receipt
SA/CI Requisition
Input
Output
SA/CI Update
Roles
Deliverables
CI Owner
Service Provider
Key Activities
SA/CI are checked upon delivery
Proper working of SA/CI are ensured
Unique SA/CI codes are printed and attached on the SA/CI
Configuration Management Database (CMDB) is updated with Work Order status

19. Manage Operations - Svc. Asset & Config. Mgmt.
SA/CI Update
SA/CI Requisition
SA/CI Receipt
Input
Output
Support Contract Admin.
Roles
Deliverables
CI Owner
Key Activities
Actual configuration of SA/CI is checked for update, if required
SA/CI Attributes / Relations are updated / adjusted in Configuration Management Database (CMDB

20. Manage Operations - Svc. Asset & Config. Mgmt.
Support Contract Administration
SA/CI Update
Input
Output
None
Roles
Deliverables
CI Owner
Key Activities
Check whether Work Order requires update or registration of contract
Supplier details on contract are checked
Accuracy of Service Provider information is ensured
Work order is completed if the support contract is registered
New and existing support contract is updated in Configuration Management Database (CMDB) if the support contract is not registered

21. Manage Operations - Event Management
None
Input
Output
Ticket Creation
Change Registration
Roles
Deliverables
IT Analyst
IT Operations Manager
IT Operations Manual
Event Log
Key Activities
IT Operations Manual is updated with defined event correlation
Events generated, are filtered referring to the IT Operations Module
Priority of the generated event is determined

22. Manage Operations - IT Operations
Establishment of Operations Procedure
None
Input
Output
None
Roles
Deliverables
IT Manager
Status Update Template
Roles and Responsibility Matrix
IT Operations Manual
Key Activities
Standard Operational Procedures are established
Shift handover activities are defined
Operational Procedures are distributed among staff members
Operational staff are provided the required training

23. Manage Operations - IT Operations
Approval of Job Schedule Reg. and Changes
None
Input
Output
Job Execution
Roles
Deliverables
IT Administrator
Requestor
IT Operations Worksheet
IT Operations Manual
Key Activities
Job Scheduling request is raised, reviewed and registered
New Job to be added/modified is registered in the scheduler

24. Manage Operations - IT Operations
Job Execution
Approval of Job Sched.ule Reg.& Changes
Input
Output
Ticket Creation
Roles
Deliverables
IT Administrator
Job execution status report
Update Exception report
Key Activities
Variances found in the schedule are investigated and analyzed, tickets are raised for the same

25. Manage Operations - IT Operations
Data Externalization
Backup Data and Restoration
Distribution of ITCP
Input
Output
Ticket Creation
Roles
Deliverables
IT Administrator
Key Activities
Externalization assessment of media is performed
The media which needs to be externalized is identified and recorded
Media availability status report is updated

26. Manage Operations - IT Operations
Data Management
None
Input
Output
Approval of Job Sched.ule Reg.& Changes
Roles
Deliverables
IT Administrator
Business Process Owner
Key Activities
Assessment of sensitive data is performed based on legal policy and legal requirements
Data management process is defined

27. Manage Operations - IT Operations
Disposal
None
Input
Output
None
Roles
Deliverables
IT Administrator
Key Activities
Deletion of all obsolete data from the device is ensured
Transfer of data (involving user changes) is performed
Non Retrieval of deleted data is ensured

28. Manage Operations - IT Operations
Backup Data and Restoration
Distribution of ITCP
Ticket Creation
Input
Output
Data Externalization
Ticket Creation
Roles
Deliverables
IT Administrator
IT Manger
Key Activities
Automated daily backup is monitored and backup integrity is checked
Media availability status report is updated if Backup process cannot be restarted

29. Manage Operations - Request Fulfillment
Post Recovery review
Input
Output
None
Roles
Deliverables
Requestor
Service Desk Analyst
Requestor Manager
Finance Approver
Key Activities
Incident tickets are reviewed
Request is sent for approval after assessment
The Requestor is informed is the request is not approved
Whether the request requires an Approval from finance is checked
The requestor is Informed if the Request is not approved
The Requestor is informed about the completion of Request fulfillment activity

30. Thank You
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