TBM Taxonomy V3 - Products & Services (Pool 3/3) Flashcards
Technology Business Management (TBM) provides a standard taxonomy to describe cost sources, technologies, IT resources (IT Towers), applications, and services. The TBM Taxonomy provides the ability to compare technologies, towers, and services to peers, and third-party options. There are 3 hierarchical layers starting at the bottom with Cost Pools, flowing up to IT Towers and finally reaching Products & Services.
What are ‘End User Services’?
End User Services include the client computing devices, software and connectivity to enable the workforce to access business applications; to communicate with other employees, partners and customers; and to create content using productivity software. These are always “user-facing” services.
What are ‘End User Services - Client Computing’?
Client Computing includes all the physical and virtual devices and associated services that enable a user to interact with the enterprise’s technology systems. This includes desktops, laptops, mobile devices and virtual desktop environments.
What are ‘End User Services - Client Computing - Bring Your Own Device’?
A set of services that enable users to bring in their own personal computing devices (laptop, tablet, smartphone) and connect to the company’s organization’s corporate network in accordance with the organization’s security and other standards. Standard support may include connectivity to access business applications, information and other technology resources; as well as other security, back-up, updates and patches, remote access and centralized service desk.
What are ‘End User Services - Client Computing - Computing’?
A selection of IT-provided computers, workstations, laptop or tablet configurations. Each type may be ordered with additional memory and storage. Standard corporate image will be loaded on each device. Requestor may order optional software through the Productivity services. Includes network and remote network access. Standard support package including security, back-up, antivirus, updates and patches, remote access, centralized service desk.
What are ‘End User Services - Client Computing - Mobile’?
A selection of IT-provided smartphone configurations. Includes network access. Standard support package including security, encryption, back-up, updates and patches, remote access and centralized service desk.
What are ‘End User Services - Client Computing - Virtual Client’?
The virtualization of desktop and application software enables PC and tablet functionality to be separate from the physical device used to access those functions - whether a fixed or mobile workspace environment. Virtual Workspaces may have different, pre-configured packages of software application and enable access from multiple devices. Advanced desktop management provides higher levels of flexibility, security, backup and disaster recover capabilities.
What are ‘End User Services - Communication and Collaboration’?
Communication and Collaboration includes the services that allow an end-user to communicate with other people via email or chat, to collaborate through shared workspaces, and to create and print content such as documents, presentations, videos and other forms.
What are ‘End User Services - Communication and Collaboration - Collaboration’?
A selection of collaborative software offerings that enable people to work together to achieve common goals across locations and time zones. Enables the sharing of documents and deliverables across distributed users.
What are ‘End User Services - Communication and Collaboration - Communication’?
Communication represents a broad set of integrated or individual services that enable users to communicate with other users, partners or customers. This communication may occur via electronic mail, calendaring, messaging, social communities, audio conferencing, video conferencing and voice calls. More robust, unified messaging service offerings provide file transfer, file sync and share, embedded images, clickable hyperlinks, Voice over IP (VoIP) and video chat.
What are ‘End User Services - Communication and Collaboration - Print’?
A variety of peripheral devices that enable the distribution of information. Specialized devices may offer one or all of these services - print, copy, and fax. Printing output creates a ‘‘hard copy’’ of digital documents, presentations, spreadsheets, etc. Scan inputs a hardcopy document into a digital format for a computer to use.
What are ‘End User Services - Communication and Collaboration - Productivity’?
End user application software enabling the creation and distribution of information in a variety of formats including: documents, presentations, spreadsheet, modelling tools, project management, databases, desktop publishing, web design, graphics and image editing, audio/video editing and CD/DVD recording.
What are ‘End User Services - Connectivity’?
Connectivity includes the network services that provides a user access to the enterprise’s technology systems. This includes wired and wireless access while on premise and remote access while away from the enterprise.
What are ‘End User Services - Network Access’?
A set of connection services which enable users to access a private or public network from their client computing device. Once connected, as part of the network they can access business applications and information; and can communicate and collaborate with other users on the network. Often times, this may be bundled with a Client Computing service.
What are ‘End User Services - Remote Access’?
A set of connection services which enable users to access the company’s internal private network from their client computing device when away from the corporate facilities. Once connected, the user can access the company’s business applications and information. Often times, this may be bundled with a Client Computing service.
What are ‘Business Services’?
Business Services are delivered by IT to enable product and external customer focused business capabilities that enable the business to win, serve, and retain customers.. The TBM Taxonomy includes a generic set of capabilities that most enterprises perform including Product Management, Sales & Marketing, Manufacturing & Delivery and Customer Service. Additional technology extensions may be developed which provide specific business application services unique to an industry. Industry-specific extensions that have been endorsed are published in a separate addendum.
What are ‘Business Services - Product Management - Product Development’?
Applications and services that enable product design and development including innovation management, computer-aided design, simulation visualization, enterprise feedback and social product feedback/crowdsourcing.
What are ‘Business Services - Product Management - Product Planning’?
Applications and services that enable product life cycle management including requirements management, product data management, change and configuration management, manufacturing process management, quality management, product analytics, and risk and compliance management.
What are ‘Business Services - Sales & Marketing - Customer Analytics’?
Applications and services that enable customer and product analytics and voice of the customer input.
What are ‘Business Services - Sales & Marketing - Customer Sales’?
Applications and services that enable B2C commerce platforms, B2B commerce platforms, product configurations, POS platforms and payments.
What are ‘Business Services - Sales & Marketing - Marketing & Advertising’?
Applications and services that enable marketing automation, online marketing, mobile marketing, and ad technologies.
What are ‘Business Services - Sales & Marketing - Sales Force & Channel Management’?
Applications and services that enable sales force automation, sales enablement and training, partner relationship management and pricing management.
What are ‘Business Services - Manufacturing & Delivery - Manufacturing’?
Applications and services that enable prototyping, production scheduling, fabrication/manufacturing of tangible products, equipment maintenance, software development of digital products and quality testing.
What are ‘Business Services - Manufacturing & Delivery - Product Delivery’?
Applications and services that enable the logistics and delivery of physical products including supply-demand matching, fleet/ transportation management, tracking systems and GIS/routing optimization.
What are ‘Business Services - Manufacturing & Delivery - Resource Planning’?
Applications and services that enable demand forecasting, demand planning, and partner sourcing.
What are ‘Business Services - Manufacturing & Delivery - Service Delivery’?
Applications and services that enable the delivery of non-tangible services including resource scheduling, engagement management, professional services, education, and service quality.
What are ‘Business Services - Customer Service - Customer Care’?
Applications and services that enable multi-channel customer communication (ACD, CTI, IVR, speech recognition, predictive dialling, email response, change, co-browse), knowledge management, customer service workforce automation, and field service.
What are ‘Shared Services’?
Shared Services are delivered by IT to enable internally focused corporate services which automate and support the organization’s internal operations. These are often referred to as business support or shared services which enable the core operating capabilities of an enterprise or organization (e.g. Finance, Human Resources, Legal, etc.).
What are ‘Shared Services - Finance Services’?
Applications and services that enable the ability to manage the financial aspects of running the business or organization. In the broadest terms, it includes the activities to manage financial & general accounting and reporting, revenue accounting, accounts payables, payroll, treasury operations, tax management and internal controls.
What are ‘Shared Services - Finance Services - Planning & Management Accounting’?
Applications and services that enable the strategic allocation of funds in support of established future and current business goals, including planning, budgeting and forecasting, ad-hoc analysis and reporting to inform and guide leadership in the ongoing determination and understanding of business strategy related financial goals, incentives, progress and impact. Specific service offerings may include: planning/budgeting/forecasting, cost accounting & control, cost management and financial performance.
What are ‘Shared Services - Finance Services - Revenue Accounting’?
Applications and services that enable the comparison of revenue targets to actual achievement. Supervisory responsibility over all transactions and entries (receivables, payables, intercompany movements) that pass into the final periodic accounts of an entity, and support int./ext. analysis and communication of profit on a monthly, quarterly or annual basis. (Determination of whether this includes the actual lifecycle processing of payments due from customers, is based on entity type, sector and scale - see Accounts Receivable). Specific service offerings may include: customer credit, invoicing, accounts receivable, and collections.
What are ‘Shared Services - Finance Services - Accounts Receivable’?
Applications and services that enable the complete lifecycle of invoicing and receipts processing to ensure the business is paid by its customers, including Invoicing, payment receipt, processing, error handling, PO setup (as a supplier) reconciliation, reporting and collections.
What are ‘Shared Services - Finance Services - General Accounting & Reporting’?
Applications and services that enable financial statement preparation (balance sheet, statements of income, cash flows, shareholders’ equity etc.) in accordance with accepted accounting principles. Also includes responsibilities to classify, determine, analyze, interpret, consolidate and communicate financial information to support up-to-date business decisions for better management & control, and regulatory/legislative compliance (in conjunction with Management Accounting) of costs, assets & equipment. In certain contexts can include grant activities related to the funding and reporting of nonrepayable funds provided to corporate, academic or agency entities. Specific service offerings may include: general accounting, fixed asset accounting, grant management, and financial reporting including regulatory and compliance reporting.
What are ‘Shared Services - Finance Services - Project Reporting’?
Applications and services that enable managing accounts for large investment projects, often requiring significant capital outlays over multiple years. Managing investment against major milestone, product or activity expenditures during the course of a project, supporting project, portfolio and program leadership with insight to understand their progress & efficiency toward target. Specific service offerings may include: capital planning, capital project accounting & analysis.
What are ‘Shared Services - Finance Services - Payroll & Time Reporting’?
Applications and services that enable the handling of reported time, and the ongoing processing and payment of wages, salaries and benefits, including quality assurance and error handling (but excl. benefits management). Also inclusive of time keeping, and the capture, aggregation, measurement, validation and transmission of staff time. Specific service offerings may include: time reporting payroll, and payroll taxes.
What are ‘Shared Services - Finance Services - Accounts Payables & Expense Reimbursement’?
Applications and services that enable the processing of payments due to suppliers, lenders and other operating expenses, including those related to employees. Supports the development of policies and procedures around processing of accounts payable & employee expense reimbursement across the entity. This process often includes the receipt & review of invoices and reimbursement requests, payment processing, PO & payment issuance via check, wire transfer or other forms of payment transfer. Specific service offerings may include: accounts payable, expense reimbursement, corporate credit cards.
What are ‘Shared Services - Finance Services - Treasury’?
Applications and services that enable the management and optimization of daily liquidity, excess cash, and financial risk via investment activities (e.g. hedging, debt instrument purchase/sale, overnight and short term institutional investments, and funds transfers) focused on supporting ongoing business operations across the entire company, or regionally. Also includes the governance, control, assessment and risk management activities required to ensure effectiveness. Specific service offerings may include: Treasury policies & procedures, cash management, in-house bank accounts, debt & investment, hedge transactions.
What are ‘Shared Services - Finance Services - Tax’?
Applications and services that enable managing the organization’s financial accounts specific to the world-wide management, optimization and payment of tax, and related evidence & documentation. This includes, planning, estimations & analysis of the tax position and impact, related transfer pricing strategies, tax return preparation, timely payment, and required authorizations. It also encompasses the orchestration of record retention in support of regulatory requirements and internal policy. Specific service offerings may include: tax strategy, tax planning & analysis, transfer pricing, and tax processing.
What are ‘Shared Services - Workforce Services’?
Applications and services that enable the ability to manage the employee workforce of the business or organization. In the broadest terms, it includes the activities to select, recruit, develop, reward, retain, counsel and retire employees. Includes the management of employee information including workforce analytics.
What are ‘Shared Services - Workforce Services - Recruitment’?
Applications and services that enable determining and handling employee recruiting, sourcing and selection, including requirements gathering; advertising; order creation; agency placement; application receipt, review, filtering; candidate & agency contact; applicant screening & investigations; offering & negotiations; records management. Can also include prior employees.
What are ‘Shared Services - Workforce Services - Employee Transitions & Separation’?
Applications and services that enable managing employee (and less commonly vendor staff) transitions of a vertical, horizontal, geographic, mission, or structural nature, including management & administration of programs for: foreign assignment, reassignment, re-deployment, promotion/demotion, separation, outplacement, leave of absence, repatriation, and retirement.
What are ‘Shared Services - Workforce Services - Workforce Management’?
Applications and services that enable managing employee focused processes and information for workforce analysis & reporting; inquiry & resolution; employment verification; HR data / information; refreshing / updating indicators of employee retention and motivation, working with time & attendance systems (excluding items like actual survey or assessment delivery).
What are ‘Shared Services - Workforce Services - Performance, Retention & Rewards Management’?
Applications and services that enable creating frameworks for, and performing the management & administration of, programs for rewarding, motivating and recognizing employees with the objective of retaining them and enabling career path growth (incl. distributions).
What are ‘Shared Services - Workforce Services - Benefits Management’?
Applications and services that enable the management, administration & processing of employee benefits, benefit plans, staff enrolment, claims, funding & entitlements; and includes analysis and planning, provider selection, employee communications & education, and regulatory compliance.
What are ‘Shared Services - Workforce Services - Policy Management’?
Applications and services that enable creating strategies, standards, and supporting policy, for purposes of setting and managing standards of conduct, corporate and legal HR compliance and breaches, skills and competencies, and resource Performance, Rewards & Transitions. Includes planning, supervising and implementation of workforce policy inclusive of modelling, analysis and reporting.
What are ‘Shared Services - Workforce Services - Employee Development’?
Applications and services that enable employees (and less commonly contractors/providers), with skills, knowledge, and/or capability development, and education. This extends to new hire onboarding / orientation; technical or business skills training; safety, security, conduct, ethics & compliance training procedural and other legal or organizational aspects. (Excludes education as part of employee Transitions). Also includes program & course creation, delivery, management and reporting.
What are ‘Shared Services - Workforce Services - Employee Communications & Relations’?
Applications and services that enable crafting and execution of employee communications plans, its supporting messages, distribution channels and formats, to initiate interaction for: promoting horizontal or vertical employee engagement across the organization; creating awareness (e.g. of new policy, practices, or other internal / external events or actions of relevance); assessing satisfaction and engagement levels and drivers.
What are ‘Shared Services - Vendor & Procurement Services’?
Applications and services that enable the ability to manage the indirect procurement of goods and services required for a business to enable its activity including development of sourcing strategies, vendor selection, contract negotiations, ordering of materials & services and ongoing vendor and contract management.
What are ‘Shared Services - Vendor & Procurement Services - Sourcing and Procurement’?
Applications and services that enable creating strategies, standards and processes for procuring goods and services from approved sources. Establish a procurement process that describes the approach, policy and guidelines for purchasing activities including evaluation & sourcing of suppliers. Create sourcing relationships in order to continuously improve price performance. Re-evaluation and assessment of purchasing activities, standards, pricing and impact across the value chain and supplier landscape.
What are ‘Shared Services - Vendor & Procurement Services - Supplier Management’?
Applications and services that enable evaluating supplier options to select the most effective, efficient and low risk suppliers. Validate selected suppliers. Use internal/external data, analysis and feedback to rank and manage strategic and non-strategic suppliers to optimize vendor spend and output, including the ongoing management and reporting of supplier performance (e.g. output quality, delivery cycle times). Can also include survey & research activities.
What are ‘Shared Services - Vendor & Procurement Services - Contract Management’?
Applications and services that enable the intake and management of vendor contracts. Keeping contracts current with routine evaluation. Ensure proactive dissemination of knowledge to key stakeholders regarding renewals, expirations, price changes, volume thresholds or other contract aspects, to provide adequate lead times and avoid lapses in service, or surprise / unplanned expenditures.
What are ‘Shared Services - Health, Safety, Security & Environmental Services’?
Applications and services that enable the ability to provide a safe environment for the organization, environment and local residents including policy, oversight, healthcare, occupational safety and threat assessment.
What are ‘Shared Services - Health, Safety, Security & Environmental Services - Policy & Governance’?
Applications and services that enable determining the desired outcomes, obligations, conduct and impacts related to personal and environmental health and safety. Creating and implementing the HSSE program. Train and educate employees of the on the HSSE program. Oversee and manage the HSSE program.
What are ‘Shared Services - Health, Safety, Security & Environmental Services - Oversight & Enforcement’?
Applications and services that enable monitoring and oversight of policy adherence and enforcement activities (including investigations) related to environmental, health and safety standards, should activity fall outside of defined processes, regulations or legislation.
What are ‘Shared Services - Health, Safety, Security & Environmental Services - Healthcare Services’?
Applications and services that enable the definition and structuring of health services provided to/by the workforce, to promote preventative health and basic treatment, including the provision of on-site health services.
What are ‘Shared Services - Health, Safety, Security & Environmental Services - Occupational Safety’?
Applications and services that enable the programmatic evaluation and management of risks & opportunities that may affect industry-specific or role-related personal health and safety of employees, contractors or other 3rd parties. Provide required compliance and reporting as required by local and national governing bodies.
What are ‘Shared Services - Risk, Audit & Compliance Services’?
Applications and services that enable the ability to proactively manage the risk of the business and ensure adherence to regulatory requirements.
What are ‘Shared Services - Risk, Audit & Compliance Services - Risk Management’?
Applications and services that enable establishing umbrella frameworks, management activities, policy and related procedures and requirements for the entire organization, to defend against risks that may negatively impact the viability, growth, performance, health, stability, competitiveness, preparedness, or reputation of an ongoing concern, state, product or service. Ensures the identification, detection, assessment, monitoring and communication of risk and the execution of risk management activities across all levels of the organization, including all risk facets, including but not limited to sector, organization, operations, compliance, data, personal privacy, cyber, espionage, geo-political, etc.
What are ‘Shared Services - Risk, Audit & Compliance Services - Breach Management & Remediation’?
Applications and services that enable administering the efforts and activities for breach assessment / estimation of impact and causality, as well as containment and remediation efforts. This may require the creation of plans for corrective action, even in collaboration with government agencies and pertinent professional services firms specialized in remediation efforts relevant to the organization’s operations. Includes generation of new recommendations for implementation by Risk Management to be embedded as part of the ongoing capability/process.
