TBM Taxonomy Version 3.0 October 2018 Table of
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TBM Taxonomy Version 3.0 October 2018 Table of Contents TBM Taxonomy 3.0 annotated with changes TBM Taxonomy 3.0 clean images TBM Taxonomy Extension Kit TBM Agile Level 1 definitions: No changes; created definitions for the Cost
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01
TBM Taxonomy Version 3.0 October 2018<br>
02
Table of Contents TBM Taxonomy 3.0 – annotated with changes
TBM Taxonomy 3.0 – clean images
TBM Taxonomy Extension Kit
TBM & Agile<br>
TBM Taxonomy 3.0 – clean images
TBM Taxonomy Extension Kit
TBM & Agile<br>
03
Level 1 definitions: No changes; created definitions for the Cost Pools.
IT Towers
Level 1 definitions: No changes; created definitions for the IT Resource Towers.
Services
Level 1 & 2 definitions: Created definitions for the Service Types and Service Categories.
Products & Services: Extended layer name from “Services” to “Products & Services” to recognize Agile continuous investment
Platform Services > Application Services
Added new Foundation Platform (e.g. SAP Basis, Force.com)
Renamed “Machine Learning & AI” to “Decision Intelligence & Automation” Delivery Services
Security Service replaced and broken out into five separate services: Identity & Access Management, Security Awareness, Cybersecurity & Incident Response, Threat & Vulnerability Management, and Data Privacy & Security.
Business Application Services
Split into 2 separate service types: Business Services and Shared Services
The phrase, "Applications and services that enable ..." added to Business Service / Shared Service definitions to reinforce the scope of technology costs not the business operations costs.
Shared Services
Reviewed EBM Workgroup deliverables, refined and consolidated into 8 new service categories.
Business Services - Healthcare
Coordinated with Healthcare working group to integrate the Healthcare Provider services and tower extensions into the taxonomy. TBM Taxonomy V3.0 Summary of Changes Cost Pools Services (cont’d)<br>
IT Towers
Level 1 definitions: No changes; created definitions for the IT Resource Towers.
Services
Level 1 & 2 definitions: Created definitions for the Service Types and Service Categories.
Products & Services: Extended layer name from “Services” to “Products & Services” to recognize Agile continuous investment
Platform Services > Application Services
Added new Foundation Platform (e.g. SAP Basis, Force.com)
Renamed “Machine Learning & AI” to “Decision Intelligence & Automation” Delivery Services
Security Service replaced and broken out into five separate services: Identity & Access Management, Security Awareness, Cybersecurity & Incident Response, Threat & Vulnerability Management, and Data Privacy & Security.
Business Application Services
Split into 2 separate service types: Business Services and Shared Services
The phrase, "Applications and services that enable ..." added to Business Service / Shared Service definitions to reinforce the scope of technology costs not the business operations costs.
Shared Services
Reviewed EBM Workgroup deliverables, refined and consolidated into 8 new service categories.
Business Services - Healthcare
Coordinated with Healthcare working group to integrate the Healthcare Provider services and tower extensions into the taxonomy. TBM Taxonomy V3.0 Summary of Changes Cost Pools Services (cont’d)<br>
04
Business Capabilities TBM Model (Conceptual Graphic) IT View Business View Business Units End User Services, Business Services, Shared Services Delivery Services, Platform Services, Infrastructure Services, Emerging Projects / Investments IT Towers Cost Pools General Ledger Finance View Split into 2 separate Service Types, removed Applications Added “Investments” to account for continuous Agile product investment<br>
05
Business Capabilities (enabling) TBM Taxonomy V3.0 (High Level View) Cost Pools InternalServices Telecom Facilities& Power OutsideServices InternalLabor ExternalLabor IT Towers End User Application Delivery ITManagement Security & Compliance Output Platform Storage Compute Data Center Products & Services Business Units (consuming) Delivery Services Platform Services Infrastructure Services Shared Services End User Services Software Hardware Other Emerging Business Capability Business Capability Business Capability Business Unit Business Unit Business Unit Network Business Services Split into 2 separate Service Types, removed “Applications”<br>
06
BUSINESS CAPABILITIES IT TOWERS COST POOLS (3.0) PRODUCTS & SERVICES INTERNAL LABOR OUTSIDE
SERVICES HARDWARE SOFTWARE FACILITIES
& POWER TELECOM Expense Consulting Expense Expense Licensing Lease Managed Service Provider Lease Expense Expense Expense Maintenance & Support Maintenance & Support Maintenance & Support EXTERNAL LABOR Cloud Service Provider OTHER Other Depreciation & Amortization Depreciation & Amortization Depreciation & Amortization Depreciation & Amortization Lease Maintenance & Support Capital Capital Capital Capital Capital Capital Capital CapEx Operating Expenditures by Shared
Service* INTERNAL SERVICES No changes, added L1 Cost Pool definitions<br>
SERVICES HARDWARE SOFTWARE FACILITIES
& POWER TELECOM Expense Consulting Expense Expense Licensing Lease Managed Service Provider Lease Expense Expense Expense Maintenance & Support Maintenance & Support Maintenance & Support EXTERNAL LABOR Cloud Service Provider OTHER Other Depreciation & Amortization Depreciation & Amortization Depreciation & Amortization Depreciation & Amortization Lease Maintenance & Support Capital Capital Capital Capital Capital Capital Capital CapEx Operating Expenditures by Shared
Service* INTERNAL SERVICES No changes, added L1 Cost Pool definitions<br>
07
IT TOWERS (v3.0) DATA
CENTER STORAGE END USER DELIVERY APPLICATION OUTPUT NETWORK COMPUTE SECURITY &
COMPLIANCE IT
MANAGEMENT Enterprise
Data Center Online Storage IT Service
Management Offline Storage Operations
Center Disaster Recovery Program, Product
& Project Mgmt Central
Print LAN/WAN Voice Servers
(Windows/Linux) Unix Mainframe Middleware Security Compliance IT Management & Strategic Planning Enterprise Architecture IT Finance IT Vendor
Management Workspace Mobile
Devices End User Software Conferencing
& AV Converged Infrastructure Mainframe Database Midrange Mainframe
Online Storage Mainframe
Offline Storage Mainframe Other
Facilities Application Development Application Support
& Operations Database BUSINESS CAPABILITIES PRODUCTS & SERVICES Middleware IT Help
Desk Deskside
Support Client
Management Transport COST POOLS Network
Printers High Performance Computing Business Software PLATFORM No changes, added L1 IT Towers definitions<br>
CENTER STORAGE END USER DELIVERY APPLICATION OUTPUT NETWORK COMPUTE SECURITY &
COMPLIANCE IT
MANAGEMENT Enterprise
Data Center Online Storage IT Service
Management Offline Storage Operations
Center Disaster Recovery Program, Product
& Project Mgmt Central
Print LAN/WAN Voice Servers
(Windows/Linux) Unix Mainframe Middleware Security Compliance IT Management & Strategic Planning Enterprise Architecture IT Finance IT Vendor
Management Workspace Mobile
Devices End User Software Conferencing
& AV Converged Infrastructure Mainframe Database Midrange Mainframe
Online Storage Mainframe
Offline Storage Mainframe Other
Facilities Application Development Application Support
& Operations Database BUSINESS CAPABILITIES PRODUCTS & SERVICES Middleware IT Help
Desk Deskside
Support Client
Management Transport COST POOLS Network
Printers High Performance Computing Business Software PLATFORM No changes, added L1 IT Towers definitions<br>
08
IT TOWER EXTENSIONS (Optional) Surgical Lab BUSINESS CAPABILITIES PRODUCTS & SERVICES Diagnostic COST POOLS MEDICAL DEVICES Created “IT Tower Extensions” for unique technologies AUTOMATED TELLER
MACHINES PROCESS
CONTROL ATMs SCADA<br>
MACHINES PROCESS
CONTROL ATMs SCADA<br>
09
PRODUCTS & SERVICES COST POOLS BUSINESS CAPABILITIES Business-Facing Internal IT, may be Business-Facing Consumer: Business Services
Business Services are delivered by IT to enable Product and Customer Focused business capabilities which enables the business to win, serve, and retain customers.
The Service Categories and Services in this document are for a generic company. This may be extended with industry vertical standards.
These are always “business facing” services. IT TOWERS Shared Services
Shared Services are delivered by IT to enable internally focused corporate services which automate and support the organization’s internal operations (e.g. Finance, Procurement, Facilities, Legal, etc.).
The Service Categories and Services in this document are for a typical company and tend to be fairly standard across industries.
These are always “business facing” services. Split into 2 separate Service Types, removed Applications<br>
Business Services are delivered by IT to enable Product and Customer Focused business capabilities which enables the business to win, serve, and retain customers.
The Service Categories and Services in this document are for a generic company. This may be extended with industry vertical standards.
These are always “business facing” services. IT TOWERS Shared Services
Shared Services are delivered by IT to enable internally focused corporate services which automate and support the organization’s internal operations (e.g. Finance, Procurement, Facilities, Legal, etc.).
The Service Categories and Services in this document are for a typical company and tend to be fairly standard across industries.
These are always “business facing” services. Split into 2 separate Service Types, removed Applications<br>
10
PRODUCTS & SERVICES (v3.0) Business Services COST POOLS BUSINESS CAPABILITIES IT TOWERS End User Services Shared Services Client
Computing Communication & Collaboration Connectivity Finance Services Workforce Services Vendor &
Procurement Services Legal Services Infrastructure Services Platform Services Delivery Services Strategy & Planning Development Support Operations Security & Compliance Data Applications Data Center Network Compute Storage Emerging Business-Facing Internal IT, may be Business-Facing Note: abbreviations used in graphic; taxonomy uses full names This is a conceptual view of services simplified for display purposes.
It does not represent a best-practice service hierarchy for modeling service costs. Property &
Facility Services Health &
Safety Services Risk, Audit &
Compliance Services Corporate Communication Services Product Management Sales & Marketing Manufacturing & Delivery Customer Service Generic Categories<br>
Computing Communication & Collaboration Connectivity Finance Services Workforce Services Vendor &
Procurement Services Legal Services Infrastructure Services Platform Services Delivery Services Strategy & Planning Development Support Operations Security & Compliance Data Applications Data Center Network Compute Storage Emerging Business-Facing Internal IT, may be Business-Facing Note: abbreviations used in graphic; taxonomy uses full names This is a conceptual view of services simplified for display purposes.
It does not represent a best-practice service hierarchy for modeling service costs. Property &
Facility Services Health &
Safety Services Risk, Audit &
Compliance Services Corporate Communication Services Product Management Sales & Marketing Manufacturing & Delivery Customer Service Generic Categories<br>
11
PRODUCTS & SERVICES (v3.0) COST POOLS BUSINESS CAPABILITIES IT TOWERS End User Services Client
Computing Communication & Collaboration Connectivity Infrastructure Services Platform Services Delivery Services Strategy & Planning Development Support Operations Security & Compliance Data Applications Data Center Network Compute Storage Emerging Business-Facing Internal IT, may be Business-Facing Note: abbreviations used in graphic; taxonomy uses full names This is a conceptual view of services simplified for display purposes.
It does not represent a best-practice service hierarchy for modeling service costs. Shared Services New “Shared Services” categories and services defined<br>
Computing Communication & Collaboration Connectivity Infrastructure Services Platform Services Delivery Services Strategy & Planning Development Support Operations Security & Compliance Data Applications Data Center Network Compute Storage Emerging Business-Facing Internal IT, may be Business-Facing Note: abbreviations used in graphic; taxonomy uses full names This is a conceptual view of services simplified for display purposes.
It does not represent a best-practice service hierarchy for modeling service costs. Shared Services New “Shared Services” categories and services defined<br>
12
PRODUCTS & SERVICES (v3.0) Business Services COST POOLS BUSINESS CAPABILITIES IT TOWERS End User Services Shared Services Client
Computing Communication & Collaboration Connectivity Finance Services Workforce Services Vendor &
Procurement Services Legal Services Infrastructure Services Platform Services Delivery Services Strategy & Planning Development Support Operations Security & Compliance Data Applications Data Center Network Compute Storage Emerging Business-Facing Internal IT, may be Business-Facing Note: abbreviations used in graphic; taxonomy uses full names This is a conceptual view of services simplified for display purposes.
It does not represent a best-practice service hierarchy for modeling service costs. Property &
Facility Services Industry Specific services that enable Product and Customer Focused business capabilities to win, serve and retain customers Health &
Safety Services Risk, Audit &
Compliance Services Corporate Communication Services Industry Workgroup focus<br>
Computing Communication & Collaboration Connectivity Finance Services Workforce Services Vendor &
Procurement Services Legal Services Infrastructure Services Platform Services Delivery Services Strategy & Planning Development Support Operations Security & Compliance Data Applications Data Center Network Compute Storage Emerging Business-Facing Internal IT, may be Business-Facing Note: abbreviations used in graphic; taxonomy uses full names This is a conceptual view of services simplified for display purposes.
It does not represent a best-practice service hierarchy for modeling service costs. Property &
Facility Services Industry Specific services that enable Product and Customer Focused business capabilities to win, serve and retain customers Health &
Safety Services Risk, Audit &
Compliance Services Corporate Communication Services Industry Workgroup focus<br>
13
PRODUCTS & SERVICES (v3.0) Business Services – Healthcare Provider COST POOLS BUSINESS CAPABILITIES IT TOWERS End User Services Shared Services Client
Computing Communication & Collaboration Connectivity Finance Services Workforce Services Vendor &
Procurement Services Legal Services Infrastructure Services Platform Services Delivery Services Strategy & Planning Development Support Operations Security & Compliance Data Applications Data Center Network Compute Storage Emerging Business-Facing Internal IT, may be Business-Facing Note: abbreviations used in graphic; taxonomy uses full names This is a conceptual view of services simplified for display purposes.
It does not represent a best-practice service hierarchy for modeling service costs. Property &
Facility Services Health &
Safety Services Risk, Audit &
Compliance Services Corporate Communication Services Clinical Services Ancillary Clinical Services Patient Support & Engagement Care Management Medical Research & Education Healthcare Workgroup defined<br>
Computing Communication & Collaboration Connectivity Finance Services Workforce Services Vendor &
Procurement Services Legal Services Infrastructure Services Platform Services Delivery Services Strategy & Planning Development Support Operations Security & Compliance Data Applications Data Center Network Compute Storage Emerging Business-Facing Internal IT, may be Business-Facing Note: abbreviations used in graphic; taxonomy uses full names This is a conceptual view of services simplified for display purposes.
It does not represent a best-practice service hierarchy for modeling service costs. Property &
Facility Services Health &
Safety Services Risk, Audit &
Compliance Services Corporate Communication Services Clinical Services Ancillary Clinical Services Patient Support & Engagement Care Management Medical Research & Education Healthcare Workgroup defined<br>
14
PRODUCTS & SERVICES (v3.0) COST POOLS BUSINESS CAPABILITIES IT TOWERS End User Services Client
Computing Communication & Collaboration Connectivity Infrastructure Services Platform Services Delivery Services Strategy & Planning Development Support Operations Security & Compliance Data Applications Data Center Network Compute Storage Emerging Business-Facing Internal IT, may be Business-Facing Note: abbreviations used in graphic; taxonomy uses full names This is a conceptual view of services simplified for display purposes.
It does not represent a best-practice service hierarchy for modeling service costs. Business Services – Healthcare Provider Healthcare Workgroup defined<br>
Computing Communication & Collaboration Connectivity Infrastructure Services Platform Services Delivery Services Strategy & Planning Development Support Operations Security & Compliance Data Applications Data Center Network Compute Storage Emerging Business-Facing Internal IT, may be Business-Facing Note: abbreviations used in graphic; taxonomy uses full names This is a conceptual view of services simplified for display purposes.
It does not represent a best-practice service hierarchy for modeling service costs. Business Services – Healthcare Provider Healthcare Workgroup defined<br>
15
PRODUCTS & SERVICES (v3.0) COST POOLS & IT TOWERS BUSINESS CAPABILITIES Infrastructure Services Platform Services Delivery Services Strategy & Planning Development Support Operations Security & Compliance Data Applications Data Center Network Compute Storage Enterprise Data Center
Other Data Center Physical Compute
Virtual Compute & Containers
Compute on Demand
Mainframe Networked Storage
File & Object Storage
Backup & Archive
Distributed Storage (CDN) Data Network
Voice Network
Internet Connectivity
Virtual Private Network
Domain Services
Load Balancing Database
Distributed Cache
Data Management
Data Warehouse
Data Analytics & Visualizations Application Hosting
Foundation Platform
Message Bus & Integration
Content Mgmt
Search
Streaming
Decision Intelligence & Automation Technology Business Mgmt
Innovation & Ideation
Enterprise Architecture
Program, Product & Project Mgmt
Business Solution Consulting
IT Vendor Mgmt IT Service Mgmt
Event Management
Scheduling
Capacity Mgmt
Deployment & Administration Service Desk
Application Support
IT Training
Central Print Identity & Access Management
Security Awareness
Cybersecurity & Incident Response
Threat & Vulnerability Management
Data Privacy & Security
Governance, Risk & Compliance
Business Continuity & Disaster Recovery Design & Development
System Integration
Testing Emerging Internet of Things (IoT)
Virtual Reality / Augmented Reality
Block Chain Business-Facing Internal IT, may be Business-Facing Note: abbreviations used in graphic; taxonomy uses full names Business Services End User Services Shared Services Client
Computing Communication & Collaboration Connectivity Finance Services Workforce Services Vendor &
Procurement Services Legal Services Property &
Facility Services Health &
Safety Services Risk, Audit &
Compliance Services Corporate Communication Services Industry Specific services that enable Product and Customer Focused business capabilities to win, serve and retain customers Product Management Sales & Marketing Manufacturing & Delivery Customer Service Or Increased Security service granularity Added new Foundation Platform, renamed Machine Learning & AI<br>
Other Data Center Physical Compute
Virtual Compute & Containers
Compute on Demand
Mainframe Networked Storage
File & Object Storage
Backup & Archive
Distributed Storage (CDN) Data Network
Voice Network
Internet Connectivity
Virtual Private Network
Domain Services
Load Balancing Database
Distributed Cache
Data Management
Data Warehouse
Data Analytics & Visualizations Application Hosting
Foundation Platform
Message Bus & Integration
Content Mgmt
Search
Streaming
Decision Intelligence & Automation Technology Business Mgmt
Innovation & Ideation
Enterprise Architecture
Program, Product & Project Mgmt
Business Solution Consulting
IT Vendor Mgmt IT Service Mgmt
Event Management
Scheduling
Capacity Mgmt
Deployment & Administration Service Desk
Application Support
IT Training
Central Print Identity & Access Management
Security Awareness
Cybersecurity & Incident Response
Threat & Vulnerability Management
Data Privacy & Security
Governance, Risk & Compliance
Business Continuity & Disaster Recovery Design & Development
System Integration
Testing Emerging Internet of Things (IoT)
Virtual Reality / Augmented Reality
Block Chain Business-Facing Internal IT, may be Business-Facing Note: abbreviations used in graphic; taxonomy uses full names Business Services End User Services Shared Services Client
Computing Communication & Collaboration Connectivity Finance Services Workforce Services Vendor &
Procurement Services Legal Services Property &
Facility Services Health &
Safety Services Risk, Audit &
Compliance Services Corporate Communication Services Industry Specific services that enable Product and Customer Focused business capabilities to win, serve and retain customers Product Management Sales & Marketing Manufacturing & Delivery Customer Service Or Increased Security service granularity Added new Foundation Platform, renamed Machine Learning & AI<br>
16
End User Services COST POOLS BUSINESS CAPABILITIES IT TOWERS Computer
Standard desktop
Developer workstation
Standard laptop
Ultra-portable laptop
Tablet
Kiosk
Mobile
Smartphone
Bring Your Own Device
Personal computer
Personal smartphone
Personal tablet
Virtual Client
Virtual desktop
Virtual workspaces
Remote Applications Collaboration
Collaborative Workspace (SharePoint, OneDrive, eRoom, Centerstage, Dropbox, Amazon Workspaces/WorkDocs)
Communication
Email – Exchange, Gmail, Amazon WorkMail
Messaging – IM, Lync, Slack
Social Communities – Facebook, Twitter
Conferencing – WebEx, Audio, Video
Voice – TDMA, VoIP, cellular, voicemail
Productivity
Software packages – MS Office, Office365, Google Docs, Amazon WorkDocs
Software application add-ons – Visio, Project, Adobe PageMaker, Adobe Suite
Print
Desktop printer
Departmental multi-purpose printer (print/copy/fax/scan) Network Access
Local Ethernet port (“phone jack”)
Wireless connection (“WiFi”)
Guest wireless connection (limited)
Remote Access
VPN Access (via internet)
WiFi Hotspot<br>
Standard desktop
Developer workstation
Standard laptop
Ultra-portable laptop
Tablet
Kiosk
Mobile
Smartphone
Bring Your Own Device
Personal computer
Personal smartphone
Personal tablet
Virtual Client
Virtual desktop
Virtual workspaces
Remote Applications Collaboration
Collaborative Workspace (SharePoint, OneDrive, eRoom, Centerstage, Dropbox, Amazon Workspaces/WorkDocs)
Communication
Email – Exchange, Gmail, Amazon WorkMail
Messaging – IM, Lync, Slack
Social Communities – Facebook, Twitter
Conferencing – WebEx, Audio, Video
Voice – TDMA, VoIP, cellular, voicemail
Productivity
Software packages – MS Office, Office365, Google Docs, Amazon WorkDocs
Software application add-ons – Visio, Project, Adobe PageMaker, Adobe Suite
Desktop printer
Departmental multi-purpose printer (print/copy/fax/scan) Network Access
Local Ethernet port (“phone jack”)
Wireless connection (“WiFi”)
Guest wireless connection (limited)
Remote Access
VPN Access (via internet)
WiFi Hotspot<br>
17
Business Services (for generic company) COST POOLS BUSINESS CAPABILITIES IT TOWERS Product Development
Innovation management
Computer-aided design (CAD)
Simulation visualization
Crowdsourcing
Product Planning
Requirements management
Product data management
Product analytics
Risk and compliance management Customer Analytics
Digital analytics
Customer analytics
Voice of the Customer
Marketing & Advertising
Marketing automation
Online marketing
Mobile marketing
Ad technology
Sales Force & Channel Mgmt
Sales force automation
Sales enablement & training
Partner relationship management
Pricing management
Customer Sales
Commerce solutions
In-store solutions (POS) Resource Planning
Demand management
Supply chain management
Manufacturing
Manufacturing process management
Quality management
Inventory & Warehousing
Inventory management
Warehouse management
Product Delivery
Fleet management
Tracking systems
Digital asset management
Service Delivery
Engagement management
Professional services
Educational services Order Management
Contract management
Order management
Invoicing
Payments
Customer Care
Multi-channel customer communication (ACD, CTI, IVR, Speech Recognition, chat, email, co-browse)
Knowledge Management
Customer service workforce automation
Field service
Customer service analytics<br>
Innovation management
Computer-aided design (CAD)
Simulation visualization
Crowdsourcing
Product Planning
Requirements management
Product data management
Product analytics
Risk and compliance management Customer Analytics
Digital analytics
Customer analytics
Voice of the Customer
Marketing & Advertising
Marketing automation
Online marketing
Mobile marketing
Ad technology
Sales Force & Channel Mgmt
Sales force automation
Sales enablement & training
Partner relationship management
Pricing management
Customer Sales
Commerce solutions
In-store solutions (POS) Resource Planning
Demand management
Supply chain management
Manufacturing
Manufacturing process management
Quality management
Inventory & Warehousing
Inventory management
Warehouse management
Product Delivery
Fleet management
Tracking systems
Digital asset management
Service Delivery
Engagement management
Professional services
Educational services Order Management
Contract management
Order management
Invoicing
Payments
Customer Care
Multi-channel customer communication (ACD, CTI, IVR, Speech Recognition, chat, email, co-browse)
Knowledge Management
Customer service workforce automation
Field service
Customer service analytics<br>
18
Shared Services BUSINESS CAPABILITIES Planning & Management Accounting
Revenue Accounting
Accounts Receivable
General Accounting and Reporting
Project Accounting
Payroll & Time Reporting
Accounts Payable & Expense Reimbursement
Treasury
Tax Recruitment
Employee Transitions & Separation
Workforce Management
Performance, Retention & Rewards Management
Benefits Management
Policy Management
Employee Development
Employee Communications & Relations Sourcing & Procurement
Supplier Management
Contract Management Policy & Governance
Oversight & Enforcement
Healthcare Services
Occupational Safety Risk Management
Breach Management & Remediation
Business Continuity Planning & Management
Auditing
Investigations
Records Management Legal Counsel
Case Management
Contract Review Development & Space Planning
Workspace Services
Physical Security
Operations, Maintenance, Repair & Improvements
Fleet Management (non-logistics)
Food & Beverage Stakeholder Relations
Government Relations
External Communications
Community Outreach<br>
Revenue Accounting
Accounts Receivable
General Accounting and Reporting
Project Accounting
Payroll & Time Reporting
Accounts Payable & Expense Reimbursement
Treasury
Tax Recruitment
Employee Transitions & Separation
Workforce Management
Performance, Retention & Rewards Management
Benefits Management
Policy Management
Employee Development
Employee Communications & Relations Sourcing & Procurement
Supplier Management
Contract Management Policy & Governance
Oversight & Enforcement
Healthcare Services
Occupational Safety Risk Management
Breach Management & Remediation
Business Continuity Planning & Management
Auditing
Investigations
Records Management Legal Counsel
Case Management
Contract Review Development & Space Planning
Workspace Services
Physical Security
Operations, Maintenance, Repair & Improvements
Fleet Management (non-logistics)
Food & Beverage Stakeholder Relations
Government Relations
External Communications
Community Outreach<br>
19
Delivery Services BUSINESS CAPABILITIES Increased Security service granularity<br>
20
Platform Services COST POOLS BUSINESS CAPABILITIES IT TOWERS Database
Relational Database
Oracle DBMS
Microsoft SQL, RDS
Azure SQL Database
Non Relational database
Oracle NoSQL
MongoDB, Hadoop
Amazon DynamoDB
Azure DocumentDB
Distributed Cache
Amazon ElasticCache
Azure Redis Cache
Data Management
Extract, transform & load (ETL)
Data Quality
Master Data Mgmt Data Warehouse
Central data warehouse
Operational data stores
Teradata
Amazon Redshift
Asure Data Warehouse, Data Catalog
Data Analytics & Visualizations
Visual UI / BI tools
Geospatial analytics
Stream analytics
AWS Kinesis
Azure Stream Analytics Search
Site search, Application search
Google, Amazon Cloudsearch
Azure Search
Streaming
Live Streaming
On-demand Streaming
On Demand Video Transcoder
Decision Intelligence & Automation
Robotic automation
Machine learning
Intelligent virtual & personal assistant
Facial recognition
Predictive analytics
Natural language processing Application Hosting
Web Services
WebSphere, Tomcat
Azure App Service, Cloud Service
Foundation Platform
ERP Administration platform
SaaS development platforms
SAP Basis
Oracle Cloud Platform
ServiceNow Now Platform
Salesforce.com Force.com
Appian
Message Bus & Integration
Message bus
Task completion alerts
Threshold alerts
Notification & alerting
Content Management
Records management
Web content management
Digital asset management Renamed Machine Learning & AI to Decision Intelligence & Automation Added new Foundation Platform Call-out for Geospatial service offering<br>
Relational Database
Oracle DBMS
Microsoft SQL, RDS
Azure SQL Database
Non Relational database
Oracle NoSQL
MongoDB, Hadoop
Amazon DynamoDB
Azure DocumentDB
Distributed Cache
Amazon ElasticCache
Azure Redis Cache
Data Management
Extract, transform & load (ETL)
Data Quality
Master Data Mgmt Data Warehouse
Central data warehouse
Operational data stores
Teradata
Amazon Redshift
Asure Data Warehouse, Data Catalog
Data Analytics & Visualizations
Visual UI / BI tools
Geospatial analytics
Stream analytics
AWS Kinesis
Azure Stream Analytics Search
Site search, Application search
Google, Amazon Cloudsearch
Azure Search
Streaming
Live Streaming
On-demand Streaming
On Demand Video Transcoder
Decision Intelligence & Automation
Robotic automation
Machine learning
Intelligent virtual & personal assistant
Facial recognition
Predictive analytics
Natural language processing Application Hosting
Web Services
WebSphere, Tomcat
Azure App Service, Cloud Service
Foundation Platform
ERP Administration platform
SaaS development platforms
SAP Basis
Oracle Cloud Platform
ServiceNow Now Platform
Salesforce.com Force.com
Appian
Message Bus & Integration
Message bus
Task completion alerts
Threshold alerts
Notification & alerting
Content Management
Records management
Web content management
Digital asset management Renamed Machine Learning & AI to Decision Intelligence & Automation Added new Foundation Platform Call-out for Geospatial service offering<br>
21
Infrastructure Services COST POOLS BUSINESS CAPABILITIES IT TOWERS Enterprise Data Center
Owned & operated
Co-location
Tier 1, Tier 2, Tier 3, Tier 4
Shipping & receiving
Assembly
Rack & stack
Maintenance
Other Data Center
Space & power Data Network
Point to point (SONET, T1, T3)
MPLS, ATM
Local access (100Mbps, 1 GB fiber)
Satellite/non-terrestrial/microwave
Field area network
Voice Network
POTS
800 Service
Satellite/non-terrestrial, radio
Internet Connectivity
Internet access (Verizon, AT&T)
Network transit (Level 3, AT&T)
Virtual Private Network
VPN
VLANs
Domain Services
Domain Name Services
Load Balancing
Network load balancing
Application load balancing Networked Storage
SAN, NAS, SSD
Tier 1, Tier 2, Tier 3
File & Object Storage
Low-cost storage
Backup & Archive
Disk backup (Symantec, HP, CA)
Data Domain
Tape backup
Optical backup
Off-site storage
Distributed Storage (CDN)
Akamai distributed storage
CloudFront
Azure CDN Physical Compute
Large physical Windows server
Sun Solaris 15k
IBM AIX
Virtual Compute & Containers
Xen, OpenStack, VMware
Virtual Linux server (size)
Virtual Windows server (size)
Compute/data/app containers
Docker, Mesosphere, Kubernetes
Compute on Demand
Xen, OpenStack, VMware
AWS – EC2, Auto Scaling
Azure – Virtual Machines
AWS – Lambda
Azure - Batch
Mainframe
Transactional compute
Batch compute (peak-time)
Batch compute (off peak-time)<br>
Owned & operated
Co-location
Tier 1, Tier 2, Tier 3, Tier 4
Shipping & receiving
Assembly
Rack & stack
Maintenance
Other Data Center
Space & power Data Network
Point to point (SONET, T1, T3)
MPLS, ATM
Local access (100Mbps, 1 GB fiber)
Satellite/non-terrestrial/microwave
Field area network
Voice Network
POTS
800 Service
Satellite/non-terrestrial, radio
Internet Connectivity
Internet access (Verizon, AT&T)
Network transit (Level 3, AT&T)
Virtual Private Network
VPN
VLANs
Domain Services
Domain Name Services
Load Balancing
Network load balancing
Application load balancing Networked Storage
SAN, NAS, SSD
Tier 1, Tier 2, Tier 3
File & Object Storage
Low-cost storage
Backup & Archive
Disk backup (Symantec, HP, CA)
Data Domain
Tape backup
Optical backup
Off-site storage
Distributed Storage (CDN)
Akamai distributed storage
CloudFront
Azure CDN Physical Compute
Large physical Windows server
Sun Solaris 15k
IBM AIX
Virtual Compute & Containers
Xen, OpenStack, VMware
Virtual Linux server (size)
Virtual Windows server (size)
Compute/data/app containers
Docker, Mesosphere, Kubernetes
Compute on Demand
Xen, OpenStack, VMware
AWS – EC2, Auto Scaling
Azure – Virtual Machines
AWS – Lambda
Azure - Batch
Mainframe
Transactional compute
Batch compute (peak-time)
Batch compute (off peak-time)<br>
22
Business Capabilities TBM Model (Conceptual Graphic) IT View Business View Business Units End User Services, Business Services, Shared Services Delivery Services, Platform Services, Infrastructure Services, Emerging Projects / Investments IT Towers Cost Pools General Ledger Finance View<br>
23
Business Capabilities (enabling) TBM Taxonomy V3.0 (High Level View) Cost Pools InternalServices Telecom Facilities& Power OutsideServices InternalLabor ExternalLabor IT Towers End User Application Delivery ITManagement Security & Compliance Output Platform Storage Compute Data Center Products & Services Business Units (consuming) Delivery Services Platform Services Infrastructure Services Shared Services End User Services Software Hardware Other Emerging Business Capability Business Capability Business Capability Business Unit Business Unit Business Unit Network Business Services<br>
24
BUSINESS CAPABILITIES IT TOWERS COST POOLS (3.0) PRODUCTS & SERVICES INTERNAL LABOR OUTSIDE
SERVICES HARDWARE SOFTWARE FACILITIES
& POWER TELECOM Expense Consulting Expense Expense Licensing Lease Managed Service Provider Lease Expense Expense Expense Maintenance & Support Maintenance & Support Maintenance & Support EXTERNAL LABOR Cloud Service Provider OTHER Other Depreciation & Amortization Depreciation & Amortization Depreciation & Amortization Depreciation & Amortization Lease Maintenance & Support Capital Capital Capital Capital Capital Capital Capital CapEx Operating Expenditures by Shared
Service* INTERNAL SERVICES<br>
SERVICES HARDWARE SOFTWARE FACILITIES
& POWER TELECOM Expense Consulting Expense Expense Licensing Lease Managed Service Provider Lease Expense Expense Expense Maintenance & Support Maintenance & Support Maintenance & Support EXTERNAL LABOR Cloud Service Provider OTHER Other Depreciation & Amortization Depreciation & Amortization Depreciation & Amortization Depreciation & Amortization Lease Maintenance & Support Capital Capital Capital Capital Capital Capital Capital CapEx Operating Expenditures by Shared
Service* INTERNAL SERVICES<br>
25
IT TOWERS (v3.0) DATA
CENTER STORAGE END USER DELIVERY APPLICATION OUTPUT NETWORK COMPUTE SECURITY &
COMPLIANCE IT
MANAGEMENT Enterprise
Data Center Online Storage IT Service
Management Offline Storage Operations
Center Disaster Recovery Program, Product
& Project Mgmt Central
Print LAN/WAN Voice Servers
(Windows/Linux) Unix Mainframe Middleware Security Compliance IT Management & Strategic Planning Enterprise Architecture IT Finance IT Vendor
Management Workspace Mobile
Devices End User Software Conferencing
& AV Converged Infrastructure Mainframe Database Midrange Mainframe
Online Storage Mainframe
Offline Storage Mainframe Other
Facilities Application Development Application Support
& Operations Database BUSINESS CAPABILITIES PRODUCTS & SERVICES Middleware IT Help
Desk Deskside
Support Client
Management Transport COST POOLS Network
Printers High Performance Computing Business Software PLATFORM<br>
CENTER STORAGE END USER DELIVERY APPLICATION OUTPUT NETWORK COMPUTE SECURITY &
COMPLIANCE IT
MANAGEMENT Enterprise
Data Center Online Storage IT Service
Management Offline Storage Operations
Center Disaster Recovery Program, Product
& Project Mgmt Central
Print LAN/WAN Voice Servers
(Windows/Linux) Unix Mainframe Middleware Security Compliance IT Management & Strategic Planning Enterprise Architecture IT Finance IT Vendor
Management Workspace Mobile
Devices End User Software Conferencing
& AV Converged Infrastructure Mainframe Database Midrange Mainframe
Online Storage Mainframe
Offline Storage Mainframe Other
Facilities Application Development Application Support
& Operations Database BUSINESS CAPABILITIES PRODUCTS & SERVICES Middleware IT Help
Desk Deskside
Support Client
Management Transport COST POOLS Network
Printers High Performance Computing Business Software PLATFORM<br>
26
IT TOWER EXTENSIONS (Optional) Surgical Lab BUSINESS CAPABILITIES PRODUCTS & SERVICES Diagnostic COST POOLS MEDICAL DEVICES AUTOMATED TELLER
MACHINES PROCESS
CONTROL ATMs SCADA<br>
MACHINES PROCESS
CONTROL ATMs SCADA<br>
27
PRODUCTS & SERVICES COST POOLS BUSINESS CAPABILITIES Business-Facing Internal IT, may be Business-Facing Consumer: Business Services
Business Services are delivered by IT to enable Product and Customer Focused business capabilities which enables the business to win, serve, and retain customers.
The Service Categories and Services in this document are for a generic company. This may be extended with industry vertical standards.
These are always “business facing” services. IT TOWERS Shared Services
Shared Services are delivered by IT to enable internally focused corporate services which automate and support the organization’s internal operations (e.g. Finance, Procurement, Facilities, Legal, etc.).
The Service Categories and Services in this document are for a typical company and tend to be fairly standard across industries.
These are always “business facing” services.<br>
Business Services are delivered by IT to enable Product and Customer Focused business capabilities which enables the business to win, serve, and retain customers.
The Service Categories and Services in this document are for a generic company. This may be extended with industry vertical standards.
These are always “business facing” services. IT TOWERS Shared Services
Shared Services are delivered by IT to enable internally focused corporate services which automate and support the organization’s internal operations (e.g. Finance, Procurement, Facilities, Legal, etc.).
The Service Categories and Services in this document are for a typical company and tend to be fairly standard across industries.
These are always “business facing” services.<br>
28
PRODUCTS & SERVICES (v3.0) Business Services COST POOLS BUSINESS CAPABILITIES IT TOWERS End User Services Shared Services Client
Computing Communication & Collaboration Connectivity Finance Services Workforce Services Vendor &
Procurement Services Legal Services Infrastructure Services Platform Services Delivery Services Strategy & Planning Development Support Operations Security & Compliance Data Applications Data Center Network Compute Storage Emerging Business-Facing Internal IT, may be Business-Facing Note: abbreviations used in graphic; taxonomy uses full names This is a conceptual view of services simplified for display purposes.
It does not represent a best-practice service hierarchy for modeling service costs. Property &
Facility Services Health &
Safety Services Risk, Audit &
Compliance Services Corporate Communication Services Product Management Sales & Marketing Manufacturing & Delivery Customer Service<br>
Computing Communication & Collaboration Connectivity Finance Services Workforce Services Vendor &
Procurement Services Legal Services Infrastructure Services Platform Services Delivery Services Strategy & Planning Development Support Operations Security & Compliance Data Applications Data Center Network Compute Storage Emerging Business-Facing Internal IT, may be Business-Facing Note: abbreviations used in graphic; taxonomy uses full names This is a conceptual view of services simplified for display purposes.
It does not represent a best-practice service hierarchy for modeling service costs. Property &
Facility Services Health &
Safety Services Risk, Audit &
Compliance Services Corporate Communication Services Product Management Sales & Marketing Manufacturing & Delivery Customer Service<br>
29
PRODUCTS & SERVICES (v3.0) COST POOLS BUSINESS CAPABILITIES IT TOWERS End User Services Client
Computing Communication & Collaboration Connectivity Infrastructure Services Platform Services Delivery Services Strategy & Planning Development Support Operations Security & Compliance Data Applications Data Center Network Compute Storage Emerging Business-Facing Internal IT, may be Business-Facing Note: abbreviations used in graphic; taxonomy uses full names This is a conceptual view of services simplified for display purposes.
It does not represent a best-practice service hierarchy for modeling service costs. Shared Services<br>
Computing Communication & Collaboration Connectivity Infrastructure Services Platform Services Delivery Services Strategy & Planning Development Support Operations Security & Compliance Data Applications Data Center Network Compute Storage Emerging Business-Facing Internal IT, may be Business-Facing Note: abbreviations used in graphic; taxonomy uses full names This is a conceptual view of services simplified for display purposes.
It does not represent a best-practice service hierarchy for modeling service costs. Shared Services<br>
30
Shared Services BUSINESS CAPABILITIES Planning & Management Accounting
Revenue Accounting
Accounts Receivable
General Accounting and Reporting
Project Accounting
Payroll & Time Reporting
Accounts Payable & Expense Reimbursement
Treasury
Tax Recruitment
Employee Transitions & Separation
Workforce Management
Performance, Retention & Rewards Management
Benefits Management
Policy Management
Employee Development
Employee Communications & Relations Sourcing & Procurement
Supplier Management
Contract Management Policy & Governance
Oversight & Enforcement
Healthcare Services
Occupational Safety Risk Management
Breach Management & Remediation
Business Continuity Planning & Management
Auditing
Investigations
Records Management Legal Counsel
Case Management
Contract Review Development & Space Planning
Workspace Services
Physical Security
Operations, Maintenance, Repair & Improvements
Fleet Management (non-logistics)
Food & Beverage Stakeholder Relations
Government Relations
External Communications
Community Outreach<br>
Revenue Accounting
Accounts Receivable
General Accounting and Reporting
Project Accounting
Payroll & Time Reporting
Accounts Payable & Expense Reimbursement
Treasury
Tax Recruitment
Employee Transitions & Separation
Workforce Management
Performance, Retention & Rewards Management
Benefits Management
Policy Management
Employee Development
Employee Communications & Relations Sourcing & Procurement
Supplier Management
Contract Management Policy & Governance
Oversight & Enforcement
Healthcare Services
Occupational Safety Risk Management
Breach Management & Remediation
Business Continuity Planning & Management
Auditing
Investigations
Records Management Legal Counsel
Case Management
Contract Review Development & Space Planning
Workspace Services
Physical Security
Operations, Maintenance, Repair & Improvements
Fleet Management (non-logistics)
Food & Beverage Stakeholder Relations
Government Relations
External Communications
Community Outreach<br>
31
PRODUCTS & SERVICES (v3.0) Business Services – Healthcare Provider COST POOLS BUSINESS CAPABILITIES IT TOWERS End User Services Shared Services Client
Computing Communication & Collaboration Connectivity Finance Services Workforce Services Vendor &
Procurement Services Legal Services Infrastructure Services Platform Services Delivery Services Strategy & Planning Development Support Operations Security & Compliance Data Applications Data Center Network Compute Storage Emerging Business-Facing Internal IT, may be Business-Facing Note: abbreviations used in graphic; taxonomy uses full names This is a conceptual view of services simplified for display purposes.
It does not represent a best-practice service hierarchy for modeling service costs. Property &
Facility Services Health &
Safety Services Risk, Audit &
Compliance Services Corporate Communication Services Clinical Services Ancillary Clinical Services Patient Support & Engagement Care Management Medical Research & Education<br>
Computing Communication & Collaboration Connectivity Finance Services Workforce Services Vendor &
Procurement Services Legal Services Infrastructure Services Platform Services Delivery Services Strategy & Planning Development Support Operations Security & Compliance Data Applications Data Center Network Compute Storage Emerging Business-Facing Internal IT, may be Business-Facing Note: abbreviations used in graphic; taxonomy uses full names This is a conceptual view of services simplified for display purposes.
It does not represent a best-practice service hierarchy for modeling service costs. Property &
Facility Services Health &
Safety Services Risk, Audit &
Compliance Services Corporate Communication Services Clinical Services Ancillary Clinical Services Patient Support & Engagement Care Management Medical Research & Education<br>
32
PRODUCTS & SERVICES (v3.0) COST POOLS BUSINESS CAPABILITIES IT TOWERS End User Services Client
Computing Communication & Collaboration Connectivity Infrastructure Services Platform Services Delivery Services Strategy & Planning Development Support Operations Security & Compliance Data Applications Data Center Network Compute Storage Emerging Business-Facing Internal IT, may be Business-Facing Note: abbreviations used in graphic; taxonomy uses full names This is a conceptual view of services simplified for display purposes.
It does not represent a best-practice service hierarchy for modeling service costs. Business Services – Healthcare Provider<br>
Computing Communication & Collaboration Connectivity Infrastructure Services Platform Services Delivery Services Strategy & Planning Development Support Operations Security & Compliance Data Applications Data Center Network Compute Storage Emerging Business-Facing Internal IT, may be Business-Facing Note: abbreviations used in graphic; taxonomy uses full names This is a conceptual view of services simplified for display purposes.
It does not represent a best-practice service hierarchy for modeling service costs. Business Services – Healthcare Provider<br>
33
PRODUCTS & SERVICES (v3.0) COST POOLS & IT TOWERS BUSINESS CAPABILITIES Infrastructure Services Platform Services Delivery Services Strategy & Planning Development Support Operations Security & Compliance Data Applications Data Center Network Compute Storage Enterprise Data Center
Other Data Center Physical Compute
Virtual Compute & Containers
Compute on Demand
Mainframe Networked Storage
File & Object Storage
Backup & Archive
Distributed Storage (CDN) Data Network
Voice Network
Internet Connectivity
Virtual Private Network
Domain Services
Load Balancing Database
Distributed Cache
Data Management
Data Warehouse
Data Analytics & Visualizations Application Hosting
ERP Core Foundation
Application Platform Services
Message Bus & Integration
Content Mgmt
Search
Streaming
Decision Intelligence & Automation Technology Business Mgmt
Innovation & Ideation
Enterprise Architecture
Program, Product & Project Mgmt
Business Solution Consulting
IT Vendor Mgmt IT Service Mgmt
Event Management
Scheduling
Capacity Mgmt
Deployment & Administration Service Desk
Application Support
IT Training
Central Print Identity & Access Management
Security Awareness
Cybersecurity & Incident Response
Threat & Vulnerability Management
Data Privacy & Security
Governance, Risk & Compliance
Business Continuity & Disaster Recovery Design & Development
System Integration
Testing Emerging Internet of Things (IoT)
Virtual Reality / Augmented Reality
Block Chain Business-Facing Internal IT, may be Business-Facing Note: abbreviations used in graphic; taxonomy uses full names Business Services End User Services Shared Services Client
Computing Communication & Collaboration Connectivity Finance Services Workforce Services Vendor &
Procurement Services Legal Services Property &
Facility Services Health &
Safety Services Risk, Audit &
Compliance Services Corporate Communication Services Industry Specific services that enable Product and Customer Focused business capabilities to win, serve and retain customers Product Management Sales & Marketing Manufacturing & Delivery Customer Service Or<br>
Other Data Center Physical Compute
Virtual Compute & Containers
Compute on Demand
Mainframe Networked Storage
File & Object Storage
Backup & Archive
Distributed Storage (CDN) Data Network
Voice Network
Internet Connectivity
Virtual Private Network
Domain Services
Load Balancing Database
Distributed Cache
Data Management
Data Warehouse
Data Analytics & Visualizations Application Hosting
ERP Core Foundation
Application Platform Services
Message Bus & Integration
Content Mgmt
Search
Streaming
Decision Intelligence & Automation Technology Business Mgmt
Innovation & Ideation
Enterprise Architecture
Program, Product & Project Mgmt
Business Solution Consulting
IT Vendor Mgmt IT Service Mgmt
Event Management
Scheduling
Capacity Mgmt
Deployment & Administration Service Desk
Application Support
IT Training
Central Print Identity & Access Management
Security Awareness
Cybersecurity & Incident Response
Threat & Vulnerability Management
Data Privacy & Security
Governance, Risk & Compliance
Business Continuity & Disaster Recovery Design & Development
System Integration
Testing Emerging Internet of Things (IoT)
Virtual Reality / Augmented Reality
Block Chain Business-Facing Internal IT, may be Business-Facing Note: abbreviations used in graphic; taxonomy uses full names Business Services End User Services Shared Services Client
Computing Communication & Collaboration Connectivity Finance Services Workforce Services Vendor &
Procurement Services Legal Services Property &
Facility Services Health &
Safety Services Risk, Audit &
Compliance Services Corporate Communication Services Industry Specific services that enable Product and Customer Focused business capabilities to win, serve and retain customers Product Management Sales & Marketing Manufacturing & Delivery Customer Service Or<br>
34
End User Services COST POOLS BUSINESS CAPABILITIES IT TOWERS Computer
Standard desktop
Developer workstation
Standard laptop
Ultra-portable laptop
Tablet
Kiosk
Mobile
Smartphone
Bring Your Own Device
Personal computer
Personal smartphone
Personal tablet
Virtual Client
Virtual desktop
Virtual workspaces
Remote Applications Collaboration
Collaborative Workspace (SharePoint, OneDrive, eRoom, Centerstage, Dropbox, Amazon Workspaces/WorkDocs)
Communication
Email – Exchange, Gmail, Amazon WorkMail
Messaging – IM, Lync, Slack
Social Communities – Facebook, Twitter
Conferencing – WebEx, Audio, Video
Voice – TDMA, VoIP, cellular, voicemail
Productivity
Software packages – MS Office, Office365, Google Docs, Amazon WorkDocs
Software application add-ons – Visio, Project, Adobe PageMaker, Adobe Suite
Print
Desktop printer
Departmental multi-purpose printer (print/copy/fax/scan) Network Access
Local Ethernet port (“phone jack”)
Wireless connection (“WiFi”)
Guest wireless connection (limited)
Remote Access
VPN Access (via internet)
WiFi Hotspot<br>
Standard desktop
Developer workstation
Standard laptop
Ultra-portable laptop
Tablet
Kiosk
Mobile
Smartphone
Bring Your Own Device
Personal computer
Personal smartphone
Personal tablet
Virtual Client
Virtual desktop
Virtual workspaces
Remote Applications Collaboration
Collaborative Workspace (SharePoint, OneDrive, eRoom, Centerstage, Dropbox, Amazon Workspaces/WorkDocs)
Communication
Email – Exchange, Gmail, Amazon WorkMail
Messaging – IM, Lync, Slack
Social Communities – Facebook, Twitter
Conferencing – WebEx, Audio, Video
Voice – TDMA, VoIP, cellular, voicemail
Productivity
Software packages – MS Office, Office365, Google Docs, Amazon WorkDocs
Software application add-ons – Visio, Project, Adobe PageMaker, Adobe Suite
Desktop printer
Departmental multi-purpose printer (print/copy/fax/scan) Network Access
Local Ethernet port (“phone jack”)
Wireless connection (“WiFi”)
Guest wireless connection (limited)
Remote Access
VPN Access (via internet)
WiFi Hotspot<br>
35
Business Services (for generic company) COST POOLS BUSINESS CAPABILITIES IT TOWERS Product Development
Innovation management
Computer-aided design (CAD)
Simulation visualization
Crowdsourcing
Product Planning
Requirements management
Product data management
Product analytics
Risk and compliance management Customer Analytics
Digital analytics
Customer analytics
Voice of the Customer
Marketing & Advertising
Marketing automation
Online marketing
Mobile marketing
Ad technology
Sales Force & Channel Mgmt
Sales force automation
Sales enablement & training
Partner relationship management
Pricing management
Customer Sales
Commerce solutions
In-store solutions (POS) Resource Planning
Demand management
Supply chain management
Manufacturing
Manufacturing process management
Quality management
Inventory & Warehousing
Inventory management
Warehouse management
Product Delivery
Fleet management
Tracking systems
Digital asset management
Service Delivery
Engagement management
Professional services
Educational services Order Management
Contract management
Order management
Invoicing
Payments
Customer Care
Multi-channel customer communication (ACD, CTI, IVR, Speech Recognition, chat, email, co-browse)
Knowledge Management
Customer service workforce automation
Field service
Customer service analytics<br>
Innovation management
Computer-aided design (CAD)
Simulation visualization
Crowdsourcing
Product Planning
Requirements management
Product data management
Product analytics
Risk and compliance management Customer Analytics
Digital analytics
Customer analytics
Voice of the Customer
Marketing & Advertising
Marketing automation
Online marketing
Mobile marketing
Ad technology
Sales Force & Channel Mgmt
Sales force automation
Sales enablement & training
Partner relationship management
Pricing management
Customer Sales
Commerce solutions
In-store solutions (POS) Resource Planning
Demand management
Supply chain management
Manufacturing
Manufacturing process management
Quality management
Inventory & Warehousing
Inventory management
Warehouse management
Product Delivery
Fleet management
Tracking systems
Digital asset management
Service Delivery
Engagement management
Professional services
Educational services Order Management
Contract management
Order management
Invoicing
Payments
Customer Care
Multi-channel customer communication (ACD, CTI, IVR, Speech Recognition, chat, email, co-browse)
Knowledge Management
Customer service workforce automation
Field service
Customer service analytics<br>
36
Shared Services BUSINESS CAPABILITIES Planning & Management Accounting
Revenue Accounting
Accounts Receivable
General Accounting and Reporting
Project Accounting
Payroll & Time Reporting
Accounts Payable & Expense Reimbursement
Treasury
Tax Recruitment
Employee Transitions & Separation
Workforce Management
Performance, Retention & Rewards Management
Benefits Management
Policy Management
Employee Development
Employee Communications & Relations Sourcing & Procurement
Supplier Management
Contract Management Policy & Governance
Oversight & Enforcement
Healthcare Services
Occupational Safety Risk Management
Breach Management & Remediation
Business Continuity Planning & Management
Auditing
Investigations
Records Management Legal Counsel
Case Management
Contract Review Development & Space Planning
Workspace Services
Physical Security
Operations, Maintenance, Repair & Improvements
Fleet Management (non-logistics)
Food & Beverage Stakeholder Relations
Government Relations
External Communications
Community Outreach<br>
Revenue Accounting
Accounts Receivable
General Accounting and Reporting
Project Accounting
Payroll & Time Reporting
Accounts Payable & Expense Reimbursement
Treasury
Tax Recruitment
Employee Transitions & Separation
Workforce Management
Performance, Retention & Rewards Management
Benefits Management
Policy Management
Employee Development
Employee Communications & Relations Sourcing & Procurement
Supplier Management
Contract Management Policy & Governance
Oversight & Enforcement
Healthcare Services
Occupational Safety Risk Management
Breach Management & Remediation
Business Continuity Planning & Management
Auditing
Investigations
Records Management Legal Counsel
Case Management
Contract Review Development & Space Planning
Workspace Services
Physical Security
Operations, Maintenance, Repair & Improvements
Fleet Management (non-logistics)
Food & Beverage Stakeholder Relations
Government Relations
External Communications
Community Outreach<br>
37
Delivery Services BUSINESS CAPABILITIES<br>
38
Platform Services COST POOLS BUSINESS CAPABILITIES IT TOWERS Database
Relational Database
Oracle DBMS
Microsoft SQL, RDS
Azure SQL Database
Non Relational database
Oracle NoSQL
MongoDB, Hadoop
Amazon DynamoDB
Azure DocumentDB
Distributed Cache
Amazon ElasticCache
Azure Redis Cache
Data Management
Extract, transform & load (ETL)
Data Quality
Master Data Mgmt Data Warehouse
Central data warehouse
Operational data stores
Teradata
Amazon Redshift
Asure Data Warehouse, Data Catalog
Data Analytics & Visualizations
Visual UI / BI tools
Geospatial analytics
Stream analytics
AWS Kinesis
Azure Stream Analytics Search
Site search, Application search
Google, Amazon Cloudsearch
Azure Search
Streaming
Live Streaming
On-demand Streaming
On Demand Video Transcoder
Decision Intelligence & Automation
Robotic automation
Machine learning
Intelligent virtual & personal assistant
Facial recognition
Predictive analytics
Natural language processing Application Hosting
Web Services
WebSphere, Tomcat
Azure App Service, Cloud Service
Foundation Platform
ERP Administration platform
SaaS development platforms
SAP Basis
Oracle Cloud Platform
ServiceNow Now Platform
Salesforce.com Force.com
Appian
Message Bus & Integration
Message bus
Task completion alerts
Threshold alerts
Notification & alerting
Content Management
Records management
Web content management
Digital asset management<br>
Relational Database
Oracle DBMS
Microsoft SQL, RDS
Azure SQL Database
Non Relational database
Oracle NoSQL
MongoDB, Hadoop
Amazon DynamoDB
Azure DocumentDB
Distributed Cache
Amazon ElasticCache
Azure Redis Cache
Data Management
Extract, transform & load (ETL)
Data Quality
Master Data Mgmt Data Warehouse
Central data warehouse
Operational data stores
Teradata
Amazon Redshift
Asure Data Warehouse, Data Catalog
Data Analytics & Visualizations
Visual UI / BI tools
Geospatial analytics
Stream analytics
AWS Kinesis
Azure Stream Analytics Search
Site search, Application search
Google, Amazon Cloudsearch
Azure Search
Streaming
Live Streaming
On-demand Streaming
On Demand Video Transcoder
Decision Intelligence & Automation
Robotic automation
Machine learning
Intelligent virtual & personal assistant
Facial recognition
Predictive analytics
Natural language processing Application Hosting
Web Services
WebSphere, Tomcat
Azure App Service, Cloud Service
Foundation Platform
ERP Administration platform
SaaS development platforms
SAP Basis
Oracle Cloud Platform
ServiceNow Now Platform
Salesforce.com Force.com
Appian
Message Bus & Integration
Message bus
Task completion alerts
Threshold alerts
Notification & alerting
Content Management
Records management
Web content management
Digital asset management<br>
39
Infrastructure Services COST POOLS BUSINESS CAPABILITIES IT TOWERS Enterprise Data Center
Owned & operated
Co-location
Tier 1, Tier 2, Tier 3, Tier 4
Shipping & receiving
Assembly
Rack & stack
Maintenance
Other Data Center
Space & power Data Network
Point to point (SONET, T1, T3)
MPLS, ATM
Local access (100Mbps, 1 GB fiber)
Satellite/non-terrestrial/microwave
Field area network
Voice Network
POTS
800 Service
Satellite/non-terrestrial, radio
Internet Connectivity
Internet access (Verizon, AT&T)
Network transit (Level 3, AT&T)
Virtual Private Network
VPN
VLANs
Domain Services
Domain Name Services
Load Balancing
Network load balancing
Application load balancing Networked Storage
SAN, NAS, SSD
Tier 1, Tier 2, Tier 3
File & Object Storage
Low-cost storage
Backup & Archive
Disk backup (Symantec, HP, CA)
Data Domain
Tape backup
Optical backup
Off-site storage
Distributed Storage (CDN)
Akamai distributed storage
CloudFront
Azure CDN Physical Compute
Large physical Windows server
Sun Solaris 15k
IBM AIX
Virtual Compute & Containers
Xen, OpenStack, VMware
Virtual Linux server (size)
Virtual Windows server (size)
Compute/data/app containers
Docker, Mesosphere, Kubernetes
Compute on Demand
Xen, OpenStack, VMware
AWS – EC2, Auto Scaling
Azure – Virtual Machines
AWS – Lambda
Azure - Batch
Mainframe
Transactional compute
Batch compute (peak-time)
Batch compute (off peak-time)<br>
Owned & operated
Co-location
Tier 1, Tier 2, Tier 3, Tier 4
Shipping & receiving
Assembly
Rack & stack
Maintenance
Other Data Center
Space & power Data Network
Point to point (SONET, T1, T3)
MPLS, ATM
Local access (100Mbps, 1 GB fiber)
Satellite/non-terrestrial/microwave
Field area network
Voice Network
POTS
800 Service
Satellite/non-terrestrial, radio
Internet Connectivity
Internet access (Verizon, AT&T)
Network transit (Level 3, AT&T)
Virtual Private Network
VPN
VLANs
Domain Services
Domain Name Services
Load Balancing
Network load balancing
Application load balancing Networked Storage
SAN, NAS, SSD
Tier 1, Tier 2, Tier 3
File & Object Storage
Low-cost storage
Backup & Archive
Disk backup (Symantec, HP, CA)
Data Domain
Tape backup
Optical backup
Off-site storage
Distributed Storage (CDN)
Akamai distributed storage
CloudFront
Azure CDN Physical Compute
Large physical Windows server
Sun Solaris 15k
IBM AIX
Virtual Compute & Containers
Xen, OpenStack, VMware
Virtual Linux server (size)
Virtual Windows server (size)
Compute/data/app containers
Docker, Mesosphere, Kubernetes
Compute on Demand
Xen, OpenStack, VMware
AWS – EC2, Auto Scaling
Azure – Virtual Machines
AWS – Lambda
Azure - Batch
Mainframe
Transactional compute
Batch compute (peak-time)
Batch compute (off peak-time)<br>
40
Agile & TBM Taxonomy 3.0<br>
41
ATUM: A Standards-Based Cost Model for IT<br>
42
Business Capabilities (enabling) TBM Taxonomy V3.0 (High Level View) Cost Pools InternalServices Telecom Facilities& Power OutsideServices InternalLabor ExternalLabor IT Towers End User Application Delivery ITManagement Security & Compliance Output Platform Storage Compute Data Center Products & Services Business Units (consuming) Delivery Services Platform Services Infrastructure Services Shared Application Services End User Services Software Hardware Other Emerging Business Capability Business Capability Business Capability Business Unit Business Unit Business Unit Network Business Application Services DRAFT Broadened the “Services” layer to be “Products & Services”<br>
43
PRODUCTS & SERVICES (v3.0) Business Application Services COST POOLS BUSINESS CAPABILITIES IT TOWERS End User Services Shared Application Services Client
Computing Communication & Collaboration Connectivity Finance Services Workforce Services Vendor &
Procurement Services Legal Services Infrastructure Services Platform Services Delivery Services Strategy & Planning Development Support Operations Security & Compliance Data Applications Data Center Network Compute Storage Emerging Business-Facing Internal IT, may be Business-Facing Note: abbreviations used in graphic; taxonomy uses full names This is a conceptual view of services simplified for display purposes.
It does not represent a best-practice service hierarchy for modeling service costs. Property &
Facility Services Health &
Safety Services Corporate Risk, Audit & Compliance Services Corporate Communication Services Product Management Sales & Marketing Manufacturing & Delivery Customer Service DRAFT<br>
Computing Communication & Collaboration Connectivity Finance Services Workforce Services Vendor &
Procurement Services Legal Services Infrastructure Services Platform Services Delivery Services Strategy & Planning Development Support Operations Security & Compliance Data Applications Data Center Network Compute Storage Emerging Business-Facing Internal IT, may be Business-Facing Note: abbreviations used in graphic; taxonomy uses full names This is a conceptual view of services simplified for display purposes.
It does not represent a best-practice service hierarchy for modeling service costs. Property &
Facility Services Health &
Safety Services Corporate Risk, Audit & Compliance Services Corporate Communication Services Product Management Sales & Marketing Manufacturing & Delivery Customer Service DRAFT<br>
44
Business Layer: Products & Services Definitions
Products & Services are what IT delivers to end consumers: business leaders, end users and often external parties such as partners and customers. In more mature, service-oriented organizations, services are well defined, advertised in a service catalog, priced or costed, and measured for consumption, among other practices. Service definitions should convey business value to business leaders, users or other stakeholders. In IT organizations that have adopted the latest in Lean-Agile thinking which incorporates continuous delivery, the concept of Products, rather than Services, may be assumed. The categories and classifications defined by the TBM Taxonomy are appropriate across these different IT operating models. Throughout this document, the term Services is used rather than calling out a distinction between Products or Services terminology. Agile Call-out in Business Layer Definition<br>
Products & Services are what IT delivers to end consumers: business leaders, end users and often external parties such as partners and customers. In more mature, service-oriented organizations, services are well defined, advertised in a service catalog, priced or costed, and measured for consumption, among other practices. Service definitions should convey business value to business leaders, users or other stakeholders. In IT organizations that have adopted the latest in Lean-Agile thinking which incorporates continuous delivery, the concept of Products, rather than Services, may be assumed. The categories and classifications defined by the TBM Taxonomy are appropriate across these different IT operating models. Throughout this document, the term Services is used rather than calling out a distinction between Products or Services terminology. Agile Call-out in Business Layer Definition<br>
45
Delivery Services BUSINESS CAPABILITIES<br>
46
Appendix Smaller sections for word document<br>
47
End User Services COST POOLS BUSINESS CAPABILITIES IT TOWERS Computer
Mobile
Bring Your Own Device
Virtual Client Collaboration
Communication
Productivity
Print Network Access
Remote Access<br>
Mobile
Bring Your Own Device
Virtual Client Collaboration
Communication
Productivity
Print Network Access
Remote Access<br>
48
Business Services (for generic company) COST POOLS BUSINESS CAPABILITIES IT TOWERS Product Development
Product Planning Customer Analytics
Marketing & Advertising
Sales Force & Channel Mgmt
Customer Sales Resource Planning
Manufacturing
Inventory & Warehousing
Product Delivery
Service Delivery Order Management
Customer Care<br>
Product Planning Customer Analytics
Marketing & Advertising
Sales Force & Channel Mgmt
Customer Sales Resource Planning
Manufacturing
Inventory & Warehousing
Product Delivery
Service Delivery Order Management
Customer Care<br>
49
Shared Services BUSINESS CAPABILITIES Planning & Management Accounting
Revenue Accounting
Accounts Receivable
General Accounting and Reporting
Project Accounting
Payroll & Time Reporting
Accounts Payable & Expense Reimbursement
Treasury
Tax Recruitment
Employee Transitions & Separation
Workforce Management
Performance, Retention & Rewards Management
Benefits Management
Policy Management
Employee Development
Employee Communications & Relations Sourcing & Procurement
Supplier Management
Contract Management Policy & Governance
Oversight & Enforcement
Healthcare Services
Occupational Safety Risk Management
Breach Management & Remediation
Business Continuity Planning & Management
Auditing
Investigations
Records Management Legal Counsel
Case Management
Contract Review Development & Space Planning
Workspace Services
Physical Security
Facility & Equipment Maintenance & Repair
Fleet Management (non-logistics)
Food & Beverage Stakeholder Relations
Government Relations
External Communications
Community Outreach<br>
Revenue Accounting
Accounts Receivable
General Accounting and Reporting
Project Accounting
Payroll & Time Reporting
Accounts Payable & Expense Reimbursement
Treasury
Tax Recruitment
Employee Transitions & Separation
Workforce Management
Performance, Retention & Rewards Management
Benefits Management
Policy Management
Employee Development
Employee Communications & Relations Sourcing & Procurement
Supplier Management
Contract Management Policy & Governance
Oversight & Enforcement
Healthcare Services
Occupational Safety Risk Management
Breach Management & Remediation
Business Continuity Planning & Management
Auditing
Investigations
Records Management Legal Counsel
Case Management
Contract Review Development & Space Planning
Workspace Services
Physical Security
Facility & Equipment Maintenance & Repair
Fleet Management (non-logistics)
Food & Beverage Stakeholder Relations
Government Relations
External Communications
Community Outreach<br>
50
Shared Services (1 of 2) COST POOLS BUSINESS CAPABILITIES IT TOWERS Planning & Management Accounting
Revenue Accounting
Accounts Receivable
General Accounting and Reporting
Project Accounting
Payroll & Time Reporting
Accounts Payable & Expense Reimbursement
Treasury
Tax Recruitment
Employee Transitions & Separation
Workforce Management
Performance, Retention & Rewards Management
Benefits Management
Policy Management
Development & Training
Employee Communications & Relations Sourcing & Procurement
Supplier Management
Contract Management Policy & Governance
Oversight & Enforcement
Healthcare Services
Occupational Safety<br>
Revenue Accounting
Accounts Receivable
General Accounting and Reporting
Project Accounting
Payroll & Time Reporting
Accounts Payable & Expense Reimbursement
Treasury
Tax Recruitment
Employee Transitions & Separation
Workforce Management
Performance, Retention & Rewards Management
Benefits Management
Policy Management
Development & Training
Employee Communications & Relations Sourcing & Procurement
Supplier Management
Contract Management Policy & Governance
Oversight & Enforcement
Healthcare Services
Occupational Safety<br>
51
Shared Services (2 of 2) COST POOLS BUSINESS CAPABILITIES IT TOWERS Risk Management
Breach Management & Remediation
Business Continuity Planning & Management
Auditing
Investigations
Records Management Legal Counsel
Case Management
Contract Review Development & Space Planning
Workspace Services
Physical Security
Facility & Equipment Maintenance & Repair
Fleet Management (non-logistics)
Food & Beverage Stakeholder Relations
Government Relations
External Communications
Community Outreach<br>
Breach Management & Remediation
Business Continuity Planning & Management
Auditing
Investigations
Records Management Legal Counsel
Case Management
Contract Review Development & Space Planning
Workspace Services
Physical Security
Facility & Equipment Maintenance & Repair
Fleet Management (non-logistics)
Food & Beverage Stakeholder Relations
Government Relations
External Communications
Community Outreach<br>
52
Delivery Services BUSINESS CAPABILITIES<br>
53
Platform Services COST POOLS BUSINESS CAPABILITIES IT TOWERS Application Hosting
ERP Foundation
Development Platform
Message Bus & Integration
Content Management
Search
Streaming
Decision Intelligence & Automation Database
Distributed Cache
Data Management
Data Warehouse
Data Analytics & Visualizations<br>
ERP Foundation
Development Platform
Message Bus & Integration
Content Management
Search
Streaming
Decision Intelligence & Automation Database
Distributed Cache
Data Management
Data Warehouse
Data Analytics & Visualizations<br>
54
Infrastructure Services COST POOLS BUSINESS CAPABILITIES IT TOWERS Enterprise Data Center
Other Data Center Data Network
Voice Network
Internet Connectivity
Virtual Private Network
Domain Services
Load Balancing Networked Storage
File & Object Storage
Backup & Archive
Distributed Storage (CDN) Physical Compute
Virtual Compute & Containers
Compute on Demand
Mainframe<br>
Other Data Center Data Network
Voice Network
Internet Connectivity
Virtual Private Network
Domain Services
Load Balancing Networked Storage
File & Object Storage
Backup & Archive
Distributed Storage (CDN) Physical Compute
Virtual Compute & Containers
Compute on Demand
Mainframe<br>