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Categorised Business Service Capabilities

Definition of business service categories

Enterprise and business architecture

Analysis of business structure and processes, development of technology roadmaps to support business and ICT strategies. Development and dissemination of ICT standards, taking into account impact on legacy technologies and facilitating adoption of future trends. This includes modelling, development and adoption of frameworks as well as definition of current, transitional and future state architectures.

Information architecture

Information architecture covers all the sources and forms of information that define the enterprise architecture. The information architecture layer includes: information and data models; processes for managing information; standards for the manipulation and presentation of information; governance of information; infrastructure and technology for storing, manipulating and transmitting information; and taxonomy for categorisation of information.

Information architecture services may include: development of enterprise architectures (EA, both for current state and future state) for the information architecture layer within complex organisational environments; development of models; standards and guidelines for the information architecture to meet the diverse needs of EA projects; understanding the architectural capabilities and constraints of the range of technologies that support data and information in distributed systems; information and data modelling; taxonomies and content descriptions and utilisation of tools; models and templates to support capture; and analysis and presentation of findings to a wide variety of stakeholders.

Solution architecture

Development of technology solutions that deliver business requirements within the guidelines of an enterprise architecture, when available. This includes development of technical specifications, selection of technology components and development of solution designs.


Benchmarking includes identifying accurate historical and / or current data against which a data set can be compared now and / or in the future. Demonstrated experience in the identification, adaption and adoption of benchmarking processes.

Data centre services

Provision of expert advice and recommendations on: migration strategies, future data centre operating and governance models including best practices such as ITIL. Assistance with key strategic documents. Provision of services to assist with actual migration activities. Provision of services associated with data centre operational activities including delivery “as a service”.

Data centre equipment

Supply of infrastructure items within the data centre including: servers (virtual or dedicated); storage systems; appliances (for example – de-duplication appliances, backup systems); ancillary equipment (for example – UPS, firewalls, routers, switches)

End user computing installation, configuration and maintenance including delivery “as a service”

Installation, configuration and maintenance, includes ordering equipment, delivery, installation of operation systems and decommissioning of existing equipment.

End user computing management including delivery “as a service”

The provision of infrastructure services and the associated supporting resources that enable service level agreements to be met to the client’s satisfaction. As a result the client’s staff should be able to undertake the core business functions that are dependent on the underlying desktop technology infrastructure. Includes, monitoring and analysis, backup and recovery and software licence administration. Updates installed as required in line with agreed timeframes.

End user computing hardware including delivery “as a service”

Supply of personal computers, notebooks and laptops, including full “as a service”.

Other end user computing devices including delivery “as a service”

Supply of any computer based end user computing device not included in any other sub-categories under the End User Device category, including workstations, thin and zero clients. Includes full “as a service”

ICT strategy

The provision of strategic vision and documentation associated with information and communications technology supporting ICT. This includes: strategy and plan development and evaluation, forecasting or analysis of future trends, strategic research and analysis, development of and advice on management frameworks (eg risk, service delivery management and portfolio management).

Procurement management

Procurement transition, integration and delivery of services. This includes contract development, contract planning, contract formation, contract management and service arrangement.

Efficiency and optimisation

Design, development and maintenance of the operational tools, standards, methods, environment and protocols that enable the consistent and efficient delivery of quality outputs. This can include methodology planning and implementation, billing checking and management, development and implementation of; policies, procedures, analysis tools and standards for: integration, environment, desktop, project offices, performance and evaluation.

Network equipment installation, configuration and maintenance including delivery “as a service”

Installation, configuration and maintenance of network equipment. This includes loading software, unit and network testing to confirm installation of equipment and software solutions, and configuration.

Network operations including delivery “as a service”

Management of the fixed and mobile network environment. This includes the provision of integrated support services and architectures that facilitate access to a customer’s application for both internal and external users. The facilities and services should support a secure and effective technological infrastructure. It also covers traffic management, asset administration, facilities management, building cabling and network environment. Network performance meets agreed standards.

Digitisation including delivery “as a service”

Services for digitisation life-cycle capability including: design, development and implementation of digitisation activities; provisioning of services or devices (including printers, scanners and multi-function devices) for conversion from physical form; born digital capture; web and social media capture; descriptive meta-data creation; record creation and cataloguing; digital asset management and workflow design. This includes provisioning and maintenance of supportable digital forms including but not limited to images; text and printed materials; newspapers; oral work; art works; museum collections; moving image and sound; broadcast media content; legacy digital forms; microform; objects and ephemera; web and social media including as a professional service managed service or full “as a service”.

Strategic risk management

Considers risk from different perspectives with an organisation; strategic, programme, project and operational. Manages risks at a strategic and an organisational level and plans ongoing risk management, identifies mitigation tasks and optimising risk opportunities. Developing a risk methodology or framework.

Business continuity planning

Business continuity planning (BCP) is a process that ensures an organisation can continue to operate after a major crisis or disaster. BCP covers: preparation of a business continuity plan; including a risk management plan; business impact analysis; incident response plan; a disaster recovery plan. Disaster recovery plan – a disaster may be anything that results in an inability to access the IT infrastructure, e.g. fire, flood, gas leaks, storms, serious corruption of data or other damage. It covers crisis management, process systems, operations and technology risks.

Capacity and availability planning

Capacity planning baselines existing resources needs and anticipates the organisations future needs based on business input into a capacity plan which includes; new and upcoming services and products, hardware and application development plans and organisational service levels. Availability planning includes documenting the current and future needs of the business in an availability plan, assist with diagnosis and resolution of availability related problems, review service reliability, maintainability, prepare redundancy plans, assess the impact of changes or new products or services, development of proactive measures that are cost effective.

Process and technology audits

Conduct ICT processes and technology audits which consider efficiency, costs, service levels, risk levels and alignment to business needs; report findings and make recommendations to the organisation on ways to improve.

Program office standards

The ability to create or review an ICT program office including standards, reporting, change management, stakeholder communication, demand management, schedule management, resource management, configuration management, reporting, benefits realisation via programs, change control, governance and dependency management, project team collaboration, performance monitoring and controlling.

Project, program and portfolio management

Manage a project from end to end including project mandate, initiating and business case, planning, executing, controlling, reporting and closing using a project methodology e.g. Prince 2 and Agile. Manage large and complex deliverables that are broken down into manageable inter-related projects. Combines the ability and resources to define, plan, implement and integrate a program of works using a program methodology. Support and advise senior management decision making on strategic alignment, prioritisation, risk management, optimisation of resources etc to successfully deliver their business objectives.

Change management

Managing the business impact of implementing an ICT change to the business, including stakeholder communications, process and procedure changes, updates to or new documentation and training.

Quality assurance and compliance

Planned and systematic activities to fulfil quality requirements for a system, product, program or service including assured compliance. Quality assurance requires demonstrated QA methodologies, experience in control methodologies, compliance audit, diagnostic reviews, health checks, QA governance procedures and where requisite remediation plans.

Server installation, configuration and maintenance including delivery “as a service”

The installation, configuration and maintenance of operating system software and testing of installation, licences, upgrades, patches of operating system (OS) software.

Operations management including delivery “as a service”

Management and maintenance of the server environment. The management of mainframes, servers and ISP hosting hardware as well as the management of operating system and system management software. Includes the backup and recovery of servers and operating systems.

Security strategy including delivery “as a service”

Create strategy, architecture, solutions and services that protect ICT environment. Includes developing strategies, conducting security audits and identifying risks and issues and conducting vulnerability assessments. Supporting and maintaining ISO 27001 certification.

Security management and implementation including delivery “as a service”

Provision of a security framework that facilitates access to the customers’ applications, information and data for both internal and external users. Security and firewall installation and configuration.

Management of a security framework that facilitates access to the customers’ applications, information and data for both internal and external users. Including performance monitoring, security assessments and access management.

Security testing including delivery “as a service”

Undertake various security testing including, penetration testing, web security testing, security and environment testing meets agreed standards.

Business analysis

Business analysis includes structured identification, analysis and documentation of requirements associated with the design, development and implementation of business systems. This includes; business requirements specification, process analysis and design, procedure development, data migration and conversion planning, development and execution of testing strategies, problem identification and resolution, assessment of training needs, liaison between technical and business staff, research and analysis (e.g. market and customer), risk assessment and management.

Services including electronic document and records management and customer relationship management (CRM) and case management services including delivery “as a service”

New or amendment of existing electronic documents and records or customer relationship management (CRM) and case management solutions. Includes design, development, implementation, data migration, integration training, maintenance, configuration and support. May also include support with business analysis, transformation and process change.

Other software services including delivery “as a service”

Includes implementation, data migration, maintenance, configuration and support for all other software services not already included in other systems and solutions sub-categories. May also include support with business analysis, transformation and process change.

Information management services including delivery “as a service”

Developing business information strategies and creating systems. Includes design, development, implementation, data migration, maintenance, configuration and support. May also include support with business analysis, transformation and process change. Covers provision of scientific, operational and administrative datasets, data management, data analysis, master data management, data warehousing, business intelligence, content management and meta data management.

Software support and maintenance services including delivery “as a service”

Services for licensed software and may consist of help desk services, updates, new releases, ancillary services, ongoing maintenance services.

Software resellers and software asset management services

Brokerage services for licensed software, software asset management and optimisation, and other software maintenance, subscription and support services.

Infrastructure and utilities software

Software licensing and support for database applications, data management, virtualisation and partitioning software, operating systems, enterprise application integration (EAI), application performance and monitoring software, programming language, web design, hosting and middleware applications software, and any infrastructure and utilities software.

Software applications

Software licensing and support for, business intelligence (BI) and enterprise content management (ECM) software, computer-aided design, office productivity software, and any software applications not included elsewhere.

Communications and security software

Software licensing and support for networking and mobile development and email and messaging software, cloud management software, identity access and encryption software, data protection, privacy protection and anti-virus software, and any communications and security software.

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