BUSINESS CAPABILITY MAP - Information Technology Services

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Description	EN: The  Information Technology Services map groups together all Information Technology capabilities handled by Corporate Services. FR: La carte des  Services des technologies de l'information regroupe toutes les capacités informatiques prises en charge par les Services généraux.
Name (FR)	Services des technologies de l'information
Parent categories	Corporate Services
Packaging Library	Enterprise Operations

TREE VIEW

•    Information Technology Services

  The  Information Technology Services map groups together all Information Technology capabilities handled by Corporate Services.

  •    Analytics and Reporting

    Involves leveraging data analytics tools to collect, process, analyze, and visualize data from various sources. It enables enterprises to gain valuable insights, make informed decisions, and optimize performance across IT operations. This capability supports trend analysis, predictive modeling, and performance monitoring, enhancing strategic planning and operational efficiency.

    •    Business Intelligence

      Encompasses the use of data analysis tools and techniques to convert raw data into actionable insights. This capability supports informed decision-making by providing a comprehensive view of enterprise data, identifying trends, and highlighting opportunities for improvement. It enhances strategic planning and operational efficiency by delivering valuable insights derived from data analysis.

    •    Data Collection and Integration

      Addresses the systematic gathering, storage, and integration of data from diverse sources. This capability provides a unified and comprehensive view for analysis and reporting, ensuring consistency and accuracy. It supports effective decision-making by consolidating data into a cohesive format for detailed insights and strategic evaluation.

    •    Data Management

      Involves the governance, quality, integration, and overall oversight of data assets. This capability ensures the accuracy and reliability of information by establishing data standards, monitoring data quality, and integrating data from various sources. It supports effective decision-making and operational efficiency by maintaining high-quality, dependable data.

    •    Performance Metrics Tracking

      Involves monitoring and analyzing key performance metrics and indicators to assess and evaluate the performance of various business functions. This capability provides insights into operational efficiency and effectiveness, helping to identify areas for improvement and inform strategic decisions based on performance data.

  •    Communication and Collaboration Services

    Facilitates seamless and secure communication across the enterprise. It enhances collaboration and connectivity among employees by providing reliable communication channels, including internet, intranet, email, and telephony services. This capability ensures efficient interaction, supports teamwork, and maintains security in communication.
    

    •    Collaboration Tools

      Provides integrated tools for email, chat, and voice communications, enabling efficient and cohesive interactions across teams. This capability centralizes communication, enhances team productivity, and facilitates real-time information sharing, supporting timely project execution, and fostering a collaborative culture that drives innovation.

    •    Email & Messaging Services

      Manages the setup, security, and reliability of enterprise's email and messaging systems. These systems ensure data integrity and secure information exchange, critical for effective and compliant communication. Consistent monitoring and updates bolster enterprise responsiveness, supporting efficient daily operations and collaboration.

    •    Video Conferencing & Virtual Meetings

      Equips the enterprise with video conferencing solutions, enabling real-time collaboration across remote and in-person teams. These tools support screen sharing, recording, and interactive features, reducing travel costs and increasing flexibility, while promoting stronger team connectivity and streamlined project workflows.

  •    Data Storage and Administration

    Involves overseeing the storing, securing, and accessing of data within the enterprise. This capability includes managing data throughout its lifecycle, from creation and retention to archiving and deletion. It ensures data availability, reliability, and efficient utilization, supporting operational needs, enhancing data security, and ensuring compliance with regulatory requirements.
    

    •    Backup and Recovery

      Ensures that data is systematically backed up at regular intervals and securely stored to prevent loss or corruption. This capability includes automating backup processes, maintaining backup integrity, and implementing efficient recovery procedures. It enables swift restoration of data to minimize downtime and protect against data loss due to system failures, accidental deletions, or corruption.
      

    •    Data Archiving

      Entails moving inactive data to lower-cost storage solutions while ensuring it remains readily accessible. This capability helps manage storage expenses and handle data retention efficiently, ensuring archived information is available when needed without impacting current system performance.
      

    •    Storage Provisioning

      Involves dynamically and statically allocating storage resources to meet current needs, ensuring scalability for varying data volumes and usage patterns. It optimizes resource utilization across IT infrastructure, promptly addressing storage requirements with the flexibility to scale as needed. This supports cost-effective operations and facilitates enterprise growth without compromising data accessibility or performance.

  •    Identity and Access Management (IAM)

    Manages digital identities and controls access to IT resources, employing techniques like authentication, role-based access control, and single sign-on (SSO). It aims to enhance security by verifying user identities, enforcing access policies, and protecting sensitive data from unauthorized access. IAM provides a centralized system for managing user permissions, streamlining login processes, and ensuring that users have the appropriate access levels needed to perform their roles efficiently and securely.

    •    Access Policy Controls

      Establishes and applies policies governing user access to critical systems and data, maintaining a balance between security and functional accessibility. By aligning access permissions with organizational roles, this capability enhances security, reduces data exposure risks, and ensures that users can perform tasks efficiently within their roles.
      

    •    Single Sign-On (SSO)

      Enables users to access multiple applications using a single set of credentials, streamlining the login process and improving user experience. By centralizing access management, it reduces password fatigue, minimizes security risks, and enhances productivity by allowing users to move seamlessly across applications with one login.
      
      

    •    User Authentication & Authorization

      Provides secure access to IT resources by verifying user identities and enforcing policies such as Multi-Factor Authentication (MFA) and role-based permissions. This capability strengthens data security, minimizes unauthorized access, and aligns access levels with job roles, supporting regulatory compliance and protecting sensitive assets.
      

  •    IT Infrastructure Management

    Ensures a reliable, secure, and scalable infrastructure to support business operations and growth. It involves the planning, deployment, and management of the overall IT infrastructure, including hardware, software, networks, and data centers. This capability leads to reduced downtime and improved system performance, enhancing operational efficiency and supporting enterprise expansion.

    •    Cloud Infrastructure Services

      Manages the enterprise’s cloud resources, including Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and Software as a Service (SaaS) solutions, to ensure operational scalability, flexibility, and cost efficiency. This capability supports dynamic resource allocation and aligns with evolving business needs for agile infrastructure support.

    •    Data Center Operations

      Oversees data center assets such as hardware, cooling systems, and power management to maintain a reliable and energy-efficient IT infrastructure. This capability ensures that critical systems remain available, supports rapid scalability needs, and aligns with best practices in data center maintenance to minimize disruptions and optimize resource utilization.
      

    •    Hardware & Asset Lifecycle

      Tracks and manages IT hardware assets from acquisition through disposal to maximize asset utilization and cost-effectiveness. By monitoring asset health, depreciation, and replacement cycles, this capability ensures that hardware is maintained at peak efficiency, reducing downtime risks and enhancing the overall cost management of IT investments.
      

    •    Network & Connectivity Services

      Manages the enterprise’s network resources, including LAN, WAN, and VPNs, to maintain seamless connectivity and consistent performance. By ensuring robust network availability, this capability supports secure data flow and communication across locations, enhancing overall operational efficiency and enabling effective remote access.

  •    IT Support and Helpdesk Assistance

    Provides technical support to end-users, addressing issues related to hardware, software, and network connectivity. This capability includes troubleshooting, problem resolution, and user assistance. It ensures minimal disruption to business operations by resolving technical problems quickly, maintaining user productivity, and supporting efficient IT infrastructure management.

    •    IT Incident Management

      Addresses the identification, response, and resolution of IT incidents and disruptions. It involves systematically detecting issues, coordinating prompt responses, and implementing solutions to minimize their impact on enterprise operations. This capability ensures that IT services are restored quickly, maintaining operational continuity and reducing downtime.

    •    User support

      Encompasses addressing helpdesk tickets, troubleshooting problems, and offering technical guidance. It includes resolving issues related to technology and providing assistance with day-to-day IT queries (e.g., email configuration, network connectivity, software installation, hardware troubleshooting). By delivering prompt and effective support, this capability helps maintain smooth IT operations and enhances overall user satisfaction.

MAP VIEW