Version 4.

Toll IT Process Reference Model

Govern Ensure Ensure Ensure Ensure
Enterprise IT Benefits Resource Risk Stakeholder

T2

T3

T3
T3
Delivery Optimisation Optimisation Transparency

Manage Monitor, Evaluate & Inform

Enterprise IT Strategy to Plan
Enterprise IT
Manage Manage IT Manage
Manage Manage
Enterprise IT Business Continuous

RS SM
Compliance Performance

T3
T3
T3
Improvement

T3
Strategy Risk

T3
PM

SM

SM
IT Service Value Chain
Plan IT Services Develop IT Services Transition IT Services Deliver IT Services Run IT Services

All Printed and PDF copies are uncontrolled

Service Strategy to Portfolio Requirement to Design Design to Production Request to Fulfil Detect to Correct
IT Service Value Chains (Level 2)

Manage IT Manage Manage Manage Plan & Manage

Fulfil Manage
SM PM

Service Enterprise Portfolio & Information Support Release &

Requests Events

T1.5
T1.5

T1.5
Strategy Architecture Proj. Delivery Security Transitions Deployments
RS
PM
T3

T1

T1

T3

T2

SM
PM

SM
PM

SM
Manage Manage Validate
Manage Manage Manage Manage Manage
Business Service & Test
Innovation Capacity Changes Access Incidents

T1.5
T1.5

T1.5
SM

SM

Relationships Catalogue Services

T1

T3

T2

T2

T2

SM
RS
SM

SM
Manage Manage
Manage Manage Manage
Service Service
SM PM

Demand Availability Problems

T1.5
T1.5

Portfolio Levels
T1

T2

SM
SM

T2

SM
SM

Manage Manage
Requirements IT Service
Definition Continuity
T2

T3
PM

SM

Manage Solution
Development
T3
PM

Support Manage Manage

Enterprise Manage Manage Manage Manage
SM CM

Budget Human
Knowledge Vendors Assets Configurations

T1.5
T1.5
T2

T2

T1

T2

& Cost Resources

SM

SM
SM

SM
IT
Team Accountability Tool Dependency Tool Reference Labour Source Tranche #
SM
SM – IT Service Management VC
VC – Value & Cost Management
BP P&A ITS EITP Yes PM – Portfolio Management
PM RS – Risk & Security
RS Offshore Outsource-Full T1 T2

BI&T G&D Commercial Corp

* Process relies on a tool but the tool
is not required to perform the process
CM – Contract Management
CM Onshore Outsource - Partial T1.5 T3
1