Servicing

Cross Function Capabilities	Corporate Communications	Applications and services involved in managing and orchestrating all internal and external communications. Includes employee communications, board of director relations, investor relationships, government and industry relationships, and public relations.
Cross Function Capabilities	Enterprise Knowledge Management	Applications and services that enable enterprise-wide knowledge management capabilities typically focused on organizational objectives such as improved performance, competitive advantage, innovation, the sharing of lessons learned, integration, and continuous improvement of the organization.
Cross Function Capabilities	Legal	Applications and services that manage legal and ethical policies, compliance, intellectual property protection, agreements and contract management.
Customer Service	Customer Care	Applications and services that enable multi-channel customer communication (ACD, CTI, IVR, speech recognition, predictive dialing, email response, change, co-browse), knowledge management, customer service workforce automation, and field service.
Customer Service	Order Management	Applications and services that enable order management, contract management, pricing optimization, billing and payment processing.
Facilities & Assets	Equipment	Applications and services that enable preventative maintenance scheduling and delivery.
Facilities & Assets	Facilities	Applications and services that manage property acquisition, construction, lease-hold improvements and maintenance.
Finance	Accounts Payable	Applications and services that enable accounts payable and expense reimbursements.
Finance	Consolidation	Applications and services that enable international rates management, currency management, global consolidation and reporting.
Finance	Financial Planning	Applications and services that enable resource planning, project planning, operating expense planning and capital planning.
Finance	General Accounting	Applications and services that enable general accounting, fixed assets accounting, financial reporting, project accounting.
Finance	Internal Control	Applications and services that manage the financial audit and compliance activities.
Finance	Payroll	Applications and services that enable time reporting, payroll and payroll taxes.
Finance	Procurement	Applications and services that enable sourcing strategies, vendor selection, contract management and procurement.
Finance	Revenue Accounting	Applications and services that enable customer credit scoring, customer invoicing, accounts receivable, collections and adjustments/deductions.
Finance	Tax	Applications and services that manage tax and treasury, including Sales tax, tax filing,
Finance	Treasury	Applications and services that enable treasury policies, cash management, bank accounts, debt, investments and financial risks.
Human Resources	Recruiting	Applications and services that enable employee recruitment, sourcing, selection and hiring.
Human Resources	Talent Management	Applications and services that enable employee development, employee performance management, rewards and employee retention.
Human Resources	Workforce Management	Applications and services that manage employee information and enable employee deployment, time tracking, relocation, promotion, separation, compensation, benefits and retirement.
Manufacturing & Delivery	Inventory & Warehousing	Applications and services that enable inventory management, supply chain scheduling, warehouse management and returns management.
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.
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.
Manufacturing & Delivery	Resource Planning	Applications and services that enable demand forecasting, demand planning, and partner sourcing.
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.
Sales & Marketing	Customer Analytics	Applications and services that enable customer and product analytics and voice of the customer input.
Sales & Marketing	Customer Sales	Applications and services that enable B2C commerce platforms, B2B commerce platforms, product configurations, POS platforms and payments.
Sales & Marketing	Marketing & Advertising	Applications and services that enable marketing automation, online marketing, mobile marketing, and ad technologies.
Sales & Marketing	Sales Force & Channel Management	Applications and services that enable sales force automation, sales enablement and training, partner relationship management and pricing management.
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.
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.

Platform Services	Application	Application Hosting	Fully managed application and web hosting services including the general computing server, database server, web and application server services. Includes standalone Web Service and App Service platform services.	Web services	WebSphere; Tomcat; Azure App Service; Cloud Service
Platform Services	Application	Content Management	A set of services that support the creation and modification of digital content using a simple interface supporting multiple users in a collaborative environment. Includes records management and digital asset management.	Records management; Digital asset management
Platform Services	Application	Message Bus & Integration	A messaging infrastructure to allow different systems to communicate through a shared set of interfaces. Includes event streaming to multiple applications, subscribe and publish notification service for enterprise and mobile messaging, task completion alerts and threshold alerts.	Message bus; Task completion alerts; Threshold alerts; Notification & alerting
Platform Services	Application	Search	A keyword search service for web and mobile applications.	Site search; Application search	Google; Amazon Cloudsearch; Azure Search
Platform Services	Application	Streaming	Services that deliver live and on-demand media streams including audio and video.	Live streaming; On-demand streaming; On-Demand video transcoder
Platform Services	Data	Data Analytics & Visualizations	Software services and BI tools to analyze and communicate information clearly and efficiently to users via graphs, charts and other visual representations. Also includes real-time streaming analysis of data by providing low latency, highly available, scalable complex event processing over streaming data in the cloud.	Visual UI / BI tools; Stream analytics	PowerBI; AWS Kinesis; Azure Stream Analytics
Platform Services	Data	Data Management	A set of data analytic services that automate the movement and transformation of data including extract, transform and load (ETL) processes, data quality management and master data management.	Extract, transform & load (ETL); Data Quality; Master data mgmt
Platform Services	Data	Data Warehouse	Services supporting a central repository or set of repositories of integrated data from one or more disparate sources. Stores current and historical data and are used for creating analytical reports for knowledge workers throughout the enterprise.	Central datawarehouse, Operational data stores	Teradata; Amazon Redshift; Asure Data Warehouse
Platform Services	Data	Database	Database services including relational database for transactional data and No-SQL database for consistent, low-latency scaled out document/key-value store models.	Relational database; Non Relational database	Oracle DBMS; Microsoft SQL; RDS; Azure SQL Database; Oracle NoSQL; MongoDB; Hadoop; Amazon DynamoDB; Azure DocumentDB
Platform Services	Data	Distributed Cache	An in-memory cache service that helps improve web application performance.	Amazon ElasticCache; Azure Redis Cache
Platform Services	Data	Machine Learning	Service that enables IT consumers to easily build, deploy, and share predictive analytics solutions.	Azure Machine Learning; AWS Machine Learning

Infrastructure Services	Compute	Compute on Demand	Offer transient compute services that are executed automatically, either on a schedule or triggered by a pre-defined event or set of events.	Virtual windows instance (size); Virtual Linux instance (size); Autoscaling	Xen; Openstack; Vmware; AWS EC2; Azure Virtual Machines; AWS Lambda; Azure Batch
Infrastructure Services	Compute	Mainframe	Offer transactional and batch oriented compute services supported by a mainframe infrastructure.	Transactional compute; Batch compute (peak-time); Batch compute (off peak-time)	IBM; Tandem
Infrastructure Services	Compute	Physical Compute	Offer a variety of compute configurations comprised of physical servers. These are typically distributed compute services based on the Windows, Linux or UNIX operating systems for pre-defined configurations of memory, CPU and storage. Standard operational support includes security hardening, backup, updates, patches, and centralized monitoring.	Small wintel server; Large wintel server; Database server	HP, IBM, Dell, Sun
Infrastructure Services	Compute	Virtual Compute & Containers	Offer a variety of compute configurations delivered through the virtualization of physical compute resources. May include on-demand provisioning and de-provisioning based on user interaction or the performance of the application itself. These virtual instances are typically running Windows or Linux operating systems and have pre-defined configurations of virtually allocated memory, CPU and storage. Standard operational support includes security hardening, back-up, updates and patches and centralized monitoring.	Virtual windows instance (size); Virtual Linux instance (size); Compute containers; Data containers; App containers	Xen; Openstack; Vmware; Docker; Mesosphere; Kubernetes
Infrastructure Services	Data Center	Enterprise Data Center	Purpose-built facilities to securely house computer equipment providing physical security, clean & redundant power, data connectivity and environmental controls - temperature, humidity, fire suppression. Includes data centers owned and operated by the enterprise, as well as co-location or point-of-presence services operated by other service providers. Additional services may include shipping and receiving, assembly, rack and stack and maintenance.	Owned & operated; Co-location; Tier 1; Tier 2; Tier 3; Tier 4; Shipping & receiving; Assembly; Rack & stack; Maintenance
Infrastructure Services	Data Center	Other Data Center	Other data center services that may be delivered through dedicated secure rooms or telecom closets with a facility.	Space & power
Infrastructure Services	Network	Data Network	A selection of network connection offerings that enable direct data communications across the company including its data centers, office buildings, remote locations as well as partners and service providers (including public cloud service providers) without traversing the public internet. Typically provides a greater level of performance, security and control. The available service offerings may include terrestrial and non-terrestrial (e.g., satellite) technologies as well as field networks or special-use networks.	Point to point (SONET, T1, T3); MPLS; ATM; Local access (100Mbps, 1 GB fiber); Satellite/non-terrestrial; microwave; field network
Infrastructure Services	Network	Domain Services	Domain services provide lookup capabilities to convert domain names (e.g., www.acme.com) into the associated IP address to enable communication between hosts.	Domain name service; Internal domain name service
Infrastructure Services	Network	Internet Connectivity	Telecommunication services using the public internet to enable communications across the company including its data centers, office buildings, remote locations, partners and service providers. Virtual Private Networks may be created to limit access and provide security.	Internet access; Network transit
Infrastructure Services	Network	Load Balancing	Offer ability to optimize incoming application/workload requests through load balancing and traffic management to deliver high availability and network performance to applications.	Network load balancing; Application load balancing
Infrastructure Services	Network	Virtual Private Network	VPN services offer a secure method to authenticate users and enable access to corporate systems and information. VPN can also isolate and secure environments in the data center across physical and virtual machines and applications.	VPN, VLAN
Infrastructure Services	Network	Voice Network	Telecommunication offerings for voice circuits to deliver "plain old telephone service" and other advanced features including 800-services, automatic call distribution, etc. The available service offerings may include terrestrial and non-terrestrial (e.g., satellite) technologies.	POTS; 800 Service; satellite/non-terrestrial; radio
Infrastructure Services	Storage	Backup & Archive	Secure, durable and lower-cost storage service offerings for data backup and archiving. May include disk backup, tape backup, optical backup and off-site storage services.	Disk backup; Data Domain; Tape backup; Optical backup; Off-site storage	Data Domain; Symantec; HP
Infrastructure Services	Storage	Networked Storage	Storage services that provide a pool of storage to a server for the purposes of hosting data and applications, or to a virtualization environment for the purposes of hosting servers. Networked Storage services enable redundancy, ease of management, rapid move/add/change/delete capabilities, and economies of scale. Storage array network (SAN), network attached storage (NAS) and solid state drives (SSD) storage are example technologies.	SAN; NAS; SSD; Tier 1; Tier 2; Tier 3
Infrastructure Services	Storage	Distributed Storage (CDN)	A content delivery service for storing high-bandwidth content at the edge network to reduce latency and improve application performance.	Content distributed network	Akamai distributed storage; CloudFront; Azure CDN
Infrastructure Services	Storage	File & Object Storage	Secure and durable object storage where an object can be unstructured data such as documents and media files or structured data like tables.	Low cost storage

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 corporate network to access business applications, information and other technology resources.	Personal computer; Personal tablet; Personal smartphone
End User Services	Client Computing	Computer	A selection of personal 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 help desk.	“Standard desktop; Developer workstation; Standard laptop;
Ultra-portable laptop; Tablet; Kiosk “	HP, Lenovo, Apple
End User Services	Client Computing	Mobile	A selection of smartphone configurations. Includes network access. Standard support package including security, encryption, back-up, updates and patches, remote access and centralized help desk.	Smartphone, By O/S	iOS, Android, Windows Mobile
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.	Virtual desktop; Virtual workspaces; Remote applications
End User Services	Communication & 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.	Collaborative Workspace; Shared Drive	SharePoint; OneDrive; eRoom; Centerstage; Dropbox; Amazon Workspaces
End User Services	Communication & 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.	Email; Instant messaging; Social communities; Audio conferencing; Video conferencing; Standard telephone; VoIP telephone; Voicemail	Exchange; Gmail; Amazon WorkMail; Skype; Lync; Slack; Facebook; Twitter; WebEx
End User Services	Communication & 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.	Desktop printer; Departmental multi-purpose printer; Network color printer; Shared plotter
End User Services	Communication & Collaboration	Productivity	End user application software enabling the creation and distribution of information in a variety of formats including: documents, presentations, spreadsheet, modeling tools, project management, databases, desktop publishing, web design, graphics and image editing, audio/video editing and CD/DVD recording.	Software packages; Software application add-ons	MS Office, Office365, Google Docs, Amazon WorkDocs; Visio, Project, Adobe PageMaker, Adobe Suite
End User Services	Connectivity	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.	Local ethernet port; Wireless connection; Guest wireless connection
End User Services	Connectivity	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.	VPN access; WiFi hotspot

Delivery Services	Development	Design & Development	Design and Development services provide the planning, design, programming, documenting, testing, and fixing involved in creating and maintaining a software product.	Custom build; Package configuration; SaaS configuration
Delivery Services	Development	System Integration	Development services that link together different computing systems and software applications physically or functionally, to act as a coordinated whole. This can be accomplished across systems that reside within the enterprise's data centers as well as with SaaS services that reside in the provider's facilities.	On-prem application integration; SaaS integration
Delivery Services	Development	Testing	Testing services execute a program or application with the intent of finding errors or other defects. The investigations are conducted to provide stakeholders with information about the quality of the product or service and allow the business to understand the risks of software implementation. Testing may take multiple forms including functional, system, integration, performance and usability.	Functional testing; Integration testing; Performance testing; Usability testing
Delivery Services	Operations	Capacity Management	Services which ensure that IT resources are right-sized to meet current and future business requirements in a cost-effective manner. Takes into account the expected demand from the business or consumer along with the availability and performance of existing capacity and projects future requirements. Capacity management occurs across data center, compute, storage, network and other IT resources.	Storage capacity; Compute capacity; Data Center capacity
Delivery Services	Operations	Deployment & Administration	Includes the release management and software distribution services to deploy new and/or the most recent software version to the host servers or client computing devices. Also includes ongoing operating system (OS) support and patch management.	Software distribution; Config administration; Patch mgmt
Delivery Services	Operations	IT Service Management	IT Service Management refers to the incident, problem and change management services necessary for IT to plan, deliver, operate and control the IT services offered to its customers. Software tools and services for assessing, recording and managing asset configurations, such as server settings or network router tables.	Incident mgmt; Problem mgmt; Change mgmt; Asset mgmt
Delivery Services	Operations	Monitoring	Service to monitor resources and applications. Service that records API calls and delivers logs and insights. Services that provide log data consolidation, reporting and analysis to enable IT administrators and security personnel to understand asset utilization, user logins, and information access.	Network monitoring; System monitoring; Application monitoring; Usage analytics; Logging analytics
Delivery Services	Security & Compliance	Business Continuity & Disaster Recovery	Business Continuity ensures the continuous operation of the enterprise. Services include business impact assessments, business resiliency plans, disaster recovery capabilities and the associated exercise, testing, training and awareness to support people, process and technology recoveries in case of an incident.	Business continuity policies; Business resiliency plans; DR procedures & exercises; DR facilities; Office continuity facilities
Delivery Services	Security & Compliance	Governance, Risk & Compliance	IT Compliance services set policy, establish controls and measuring compliance to relevant legal and compliance requirements. Ensure risks are met, alignment with regulatory needs (SSAE16, HIPAA, PCI DSS, SOX, TRICARE etc.), Documented and communicated to business owners. Ensure third parties meet risk and security requirements.	Policy mgmt; Policy tracking
Delivery Services	Security & Compliance	Security	IT Security services which set security policy, establish process & controls, monitor compliance to security controls, and respond to security breaches. It includes the protection of information systems from theft or damage of the hardware, the software and the information on them, as well as from disruption or misdirection. Specific areas included: identity & access management, awareness & engagement, cyber security, incident management, threat & vulnerability management, and data security.	Identity & access mgmt; Awareness & engagement; Cyber security; Incident mgmt; Threat & vulnerability mgmt; Data privacy & security; Physical security
Delivery Services	Strategy & Planning	Business Solution Consulting	Business solution consulting services help the enterprise improve their performance, primarily through the analysis of existing business problems and development of plans for improvement. This includes business relationship management, business process analysis as well as technology selection.	Business relationship mgmt; Business process analysis; Technology solution analysis
Delivery Services	Strategy & Planning	Enterprise Architecture	Enterprise architecture guides organizations through the business, information, process, and technology changes necessary to execute their business and IT strategies.	Business architecture; Information architecture; Application architecture; Infrastructure architecture
Delivery Services	Strategy & Planning	Innovation & Ideation	The investment, development and incubation of new technologies to create new or better solutions which meet unarticulated or existing market needs. Includes new technology solutions and new product incubation services.	New technology solutions; Incubation services
Delivery Services	Strategy & Planning	IT Vendor Management	The management of technology suppliers who provide, deliver and support technology products and services. Includes services across the life cycle of a vendor including selection, negotiation, contracting, procurement and performance management.	Vendor selection; Vendor negotiation; Vendor performance management; Procurement
Delivery Services	Strategy & Planning	Program & Project Management	Program Management is the process of managing several related projects, often with the intention of improving an organization's performance. Project Management services initiate, plan, execute, control, and close the work of a team to achieve specific goals and meet specific success criteria.	Portfolio investment planning; Project estimation; Project delivery
Delivery Services	Strategy & Planning	Technology Business Management	The disciplines and value conversations for improving the business outcomes enabled by the technology portfolio. Enables technology leaders and their business partners to collaborate on business-aligned decisions. Includes IT management, IT finance and costing, business value, metrics and benchmarking.	IT planning; IT finance & costing; Business value; Metrics & benchmarking
Delivery Services	Support	Application Support	Application Support services provide the ongoing operational activities required to keep the application or service up and running, provide Tier 2 and Tier 3 technical support to more complex or difficulty user questions and requests. Application Support may also include minor development and validation of smaller application enhancements (e.g., minor changes, new reports).	Tier 2 app support; Tier 3 app support; By key application or application group
Delivery Services	Support	Central Print	Central Print services provide high-volume and advanced printing for invoices, product literature or other complex documents for mass distribution. Additional post-print services may include folding, envelope stuffing, postage and bundling to expedite distribution.	Bill/invoice print; Publications; Automated post processing
Delivery Services	Support	IT Training	IT Training provides educational services to the company's users on how the access and effectively use the company's business application services, as well as common productivity software and tools.	Off-the-shelf productivity training; Business application training; Classroom training; Web-based training; Computer-based training
Delivery Services	Support	Service Desk	Service Desk provides a single point of contact to meet the support needs of users and the IT organization. Help Desk services provide end users with information and support related to IT products and services, usually to troubleshoot problems or provide guidance about products such as computers, electronic equipment, or software. Help desk support may be delivered through various channels such as phone, website, instant messaging, or email.	Central help desk; Deskside support; Executive support