- 2.100.3 IT Process Asset Library
- 184.108.40.206 Program Scope and Objectives
- 220.127.116.11.1 Background
- 18.104.22.168.2 Authority
- 22.214.171.124.3 Roles and Responsibilities
- 126.96.36.199.4 Program Management and Review
- 188.8.131.52.5 Program Control
- 184.108.40.206.6 Terms/Definitions/Acronyms
- 220.127.116.11.7 Related Resources
- 18.104.22.168.8 Training
- 22.214.171.124 Process Workflow
- 126.96.36.199.1 Main Process Diagram
- 188.8.131.52.2 Inputs
- 184.108.40.206.3 Outputs
- 220.127.116.11.4 Activities
- 18.104.22.168.5 Procedure
- 22.214.171.124.5.1 Main Process Diagram
- 126.96.36.199.5.2 IT PAL Step 1.0: Retrieve Incoming Request
- 188.8.131.52.5.2.1 Cross-Functional Flow Diagram
- 184.108.40.206.5.2.2 Step 2.0 Conduct Completeness Check
- 220.127.116.11.5.2.3 Cross Functional Flow Diagram
- 18.104.22.168.5.2.4 Step 3.0 Post to IT PAL
- 22.214.171.124.126.96.36.199 Cross Functional Flow Diagram
- 188.8.131.52.184.108.40.206 Step 4.0 Send IT PAL Response Form
- 220.127.116.11.18.104.22.168 Step 5.0 Conduct Configuration Management (CM) Activities
- 22.214.171.124.126.96.36.199 Step 6.0 Communicate IT PAL Update
- 188.8.131.52 Program Scope and Objectives
Part 2. Information Technology
Chapter 100. Integrated Process Management
Section 3. IT Process Asset Library
June 28, 2018
(1) This transmits new IRM 2.100.3, Integrated Process Management, Information Technology (IT) Process Asset Library (PAL).
(1) This updated IT PAL Process Description, provides the description of the activities and steps of the IT PAL Process.
S. Gina Garza
Chief Information Officer
This document describes the formal process for implementing the requirements of the IT Process Asset Library (PAL) process. This document provides an operational definition of the major components of the process and how to perform each step in the process. This document also describes the logical arrangements of steps that are essential to successfully completing the process and achieving its desirable outcome.
A process is defined as “A set of related activities that accomplish a common goal”. The document defines the process description, process goal and objectives, role definitions, policies and other process related attributes.
This IT PAL Process Description(PD) describes what happens within the IT PAL process. This document provides an operational definition of the major components of the process. This description specifies, in a complete, precise, and verifiable manner, the requirements, design, and behavior characteristics of the IT PAL process. The PD is a documented expression of a set of activities performed to achieve a given purpose. Tailoring of this process in order to meet the individual needs of each project is covered in the Tailoring Guidelines section of this document.
For the purpose of this document, roles such as Author, Process Owner and IT PAL Coordinator are provided to describe a set of responsibilities for performing a particular set of related activities.
The process goal describes a specific purpose or achievement toward which the efforts of the process are directed. Each process has a specific focus and when combined with the other processes, forms a comprehensive framework for delivering and managing services.
The Information Technology Process Asset Library (IT PAL) is the authoritative repository for IT Process Assets. The IT PAL stores process and procedure assets, which are potentially useful to those who are defining, implementing, and managing processes.
Process objectives describe material outcomes that are produced or achieved by the process. The following is a list of objectives for this process:
The IT PAL provides a centralized repository for the IT organizations set of standard processes to improve bi-directional understanding and alignment between IT and Business customer on services, standards, and expectations.
All proposed changes to this document must be submitted in writing, with supporting rationale, to the Demand Management and Project Governance (DMPG) Division, Integrated Process Management (IPM) Section.
Each process defines at least one role. Each role is assigned to perform specific tasks within the process. The responsibilities of a role are confined to the specific process. They do not imply any functional standing within the hierarchy of an organization. For example, the process manager role does not imply the role is associated with or fulfilled by someone with functional management responsibilities within the organization. Within a specific process, there can be more than one individual associated with a specific role. Additionally, a single individual can assume more than one role within the process although typically not at the same time.
Name Description Author Develops and maintains documentation of processes and procedures using the IPM process. Conducts impact/assessment to affected stakeholders or Reviewers, and dispositions all comments. The Author also requests to post process asset to IT PAL. IT PAL Coordinator Retrieves and processes all incoming requests from the IT PAL Mailbox. Process Owner The person (or team) responsible for defining and maintaining a process. At the organizational level, the process owner is the person (or team) responsible for the description of a standard process; at the project level, the process owner is the person (or team) responsible for the description of the defined process. A process may therefore have multiple owners at different levels of responsibility. Stakeholders A group or individual that is affected by or is in some way accountable for, the outcome of an undertaking Stakeholders may include project members, suppliers, customers, end users, and others. Publications Management (PM) Coordinator Sends the published IRM link to the IT PAL Mailbox for posting to the IT PAL Repository.
Policies outline a set of plans or courses of action that are intended to influence and determine decisions or actions of a process. Policies provide an element of governance over the process that provides alignment to business vision, mission and goals.
Process Management Statement: The IT PAL Process Asset Library (PAL) process will have a single Process Owner and a separate Process Manager responsible for implementation and ensuring adherence to the process. The process will be reviewed regularly to ensure that it continues to support the business requirements of the enterprise. The process will be designed and developed based on ROI to the business. Process metrics will be focused on providing relevant information as opposed to merely presenting raw data. People: Statement: Roles and responsibilities for the process must be clearly defined and appropriately staffed with people having the required skills and training. The mission, goals, scope and importance of the process must be clearly and regularly communicated by upper management to the staff and business customers of IT. All IT staff (direct and indirect users of the process) shall be trained at the appropriate level to enable them to support the process). Rationale: It is imperative that people working in, supporting or interacting with the process in any manner understand what they are supposed to do. Without that understanding IT Process Asset Library (PAL) will not be successful. Process: Statement: Modifications to the IT PAL process must be approved by the Process Owner. The design of the process must include appropriate interfaces with other processes to facilitate data sharing, escalation and workflow. The process must be capable of providing data to support real-time requirements as well as historical/trending data for overall process improvement initiatives. The process must be fully documented, published and accessible to the various stakeholders of the process. The process will be reviewed on a periodic basis in order to ensure it continues to support organizational goals and objectives (continuous improvement). The process must include Inputs, Outputs, Controls, Metrics, Activities, Tasks, Roles and Responsibilities, Tool and Data requirements along with documented process flows. The process will be kept straight forward, rational, and easy to understand. Rationale: The process must meet operational and business requirements. Technology and Tools: Statement: All tools selected must conform to the enterprise architectural standards and direction. Existing in-house tools and technology will be used wherever possible, new tools will only be entertained if they satisfy a business need that cannot be met by current in-house tools. The selection of supporting tools must be process driven and based on the requirements of the business. Selected tools must provide ease of deployment, customizing and use. Automated workflow, notification and escalation will be deployed wherever possible to minimize delays, ensure consistency, reduce manual intervention and ensure appropriate parties are made aware of issues requiring their attention.
The tools used by this process are the following:
IT PAL SharePoint Site
IPM Process Templates
Rationale: Technology and tools should be used to augment the process capabilities, not become an end themselves.
Activities involved in ensuring a process is predictable, stable, and consistently operating at the target level of performance.
Process controls represent the policies and guiding principles on how the process will operate. Controls provide direction over the operation of processes and define constraints or boundaries within which the process must operate.
Name Description Audits The IT PAL is reviewed and certified on an annual basis. The listing of IT PAL assets is maintained in the IT PAL Inventory Log. Policies Policies for the IT PAL process are established in the IRM 2.100.1 IPM Policy. Security Policies Customers will be allowed to access the IT PAL to view documents only. Only IT PAL Coordinators will be allowed to make updates to IT PAL SharePoint site. Scope The scope of the IT Process Asset Library (PAL) process is to provide a centralized location for the organization set of standard process assets. Change Management Policies Requests for changes to this process should be directed to the process owner. Management Reports Metric reports concerning the IT PAL process are submitted to the enterprise Measurement and Analysis process via the Enterprise Operations dashboard. These metrics are published on a quarterly basis.
Metrics are used for the quantitative and periodic assessment of a process. They should be associated with targets that are set based on specific business objectives. Metrics provide information related to the goals and objectives of a process and are used to take corrective action when desired results are not being achieved and can be used to drive continual improvement of process effectiveness and efficiency.
Management will regularly set targets for process performance, gather quantifiable data related to different functions of the IT PAL Process, and review that data in order to make informed decisions and take appropriate corrective action, if necessary. All Measurements will have a defined data dictionary, map to the organizational strategic goals, and be documented in a Process Measurement Plan. The Process Measurement Plan template is available in the IT PAL.
The tailoring guidelines identify the allowable variations of the IT organization’s standard process as needed for adjustments (adding, deleting, modifying) relative to specific operational or functional needs of another organization. Process tailoring is about roles and procedures, not the standard process or major activities defined in this process. All tailoring request, with supporting rationale, must be submitted in writing to and approved by the IT PAL owner.
Terms and Definitions
Terms Definition Activity Measurable amount of work performed to convert inputs into outputs. Directive Formal and mandatory order or official pronouncement on a policy, process, or procedure that established organization expectations. IT Process Asset Library (PAL) A library of information used to store and make process assets available that are useful to those who are defining implementing and managing processes in the organization. Procedure A written description of a course of action to be taken to perform a given task. A procedure contains how-to, step- by-step information, and comes with various types of implementation assets such as forms, checklists, step/action tables, and tools for facilitating or automating procedure activities. Procedure Asset Implementation assets such as forms, checklists, step/activity tables, procedures templates (e.g., Project Management Plan template, Configuration Management Plan template, etc.) and tools for facilitating or automating procedure activities. Process A set of interrelated activities, which transform inputs into outputs, to achieve a given purpose. Process Asset Anything an organization considers useful in attaining the goals of a process area and related to describing, implementing, and improving a process. Examples include policies, measurement descriptions, process descriptions, implementation tools (templates, checklists, plans, training materials, and procedures). Process Description A documented expression of a set of activities performed to achieve given purpose and provides an operational definition of the major components of a process. RACI The RACI model is based on the principle that people act in one of four ways when executing a task. It accounts for the fact that more than one role may be active in performing a specific task while clearly defining specific responsibilities for that role. While many roles may be involved in a task only one is Accountable for the results. The actions are: R Responsible for the action (may do the task) A Accountable for the action (including approval) C Required to be Consulted on the action I Required to be Informed of the action If a task does not have an Accountable role indicated then the Responsible role is assumed to be accountable for the task.
Identify and list the acronyms and definitions identified in this document.
Acronyms Description ACIO Associate Chief Information Officer CII Configuration Identification Index CM Configuration Management CMMI Capability Maturity Model Integration DIR Directive DMPG Demand Management & Project Governance EOP Enterprise Operations IPM Integrated Process Management IRM Internal Revenue Manual IRS Internal Revenue Service IT Information Technology ITIL Information Technology Infrastructure Library PAL Process Asset Library PMI Project Management Institute POC Point of Contact PD Process Description PRO Procedure PM Publication Management RACI Responsible, Accountable, Consulted and Informed
The following resources are either referenced in this document or were used to create it.
IRM 2.100.1, Integrated Process Management Guidance and Procedures
IRM 2.100.2, Integrated Process Management Standardization Process
Process training involves training all stakeholders about key processes that are crucial for an organization to deliver business objectives. Training provides clarity to employees on a set of procedures that needs to be carried out as part of the process and the best possible way to do them. Listed below are the training resources available for the IT PAL process:
Driving Standards with Integrated Process Management Training - IT PAL Module. The IT PAL Coordinator will provide training and coaching sessions, as needed, to assist stakeholders.
A process workflow consists of Activities and Tasks, Inputs and Outputs, Roles, and Flow Diagrams. It describes the tasks, procedural steps, organizations or people involved, required input and output information, and tools needed for each step of the process.
Main Process Diagram
Process inputs are used as triggers to initiate the process and to produce the desired outputs. Users, stakeholders or other processes provide inputs. The following is a list of inputs for this process:
Name Description Supplier IT PAL Mailbox The entry point (first step) for customer to submit inquiries, issues, recommendations, and to submit assets for review and posting to IT PAL repository. IT PAL Coordinator IRM Link An external link provided by the IRM Office which will supersede the directive, procedure and process description, currently located on the IT PAL. IRM Publications Management Office IT PAL Request Form Package The asset (Directive, Process Description and Procedure) and Section 508 Sign off sheet. Process Owners IT PAL Response Form Response to Author or Process Owner providing the status of the process assets. IT PAL Coordinator IT PAL Inventory Log A current list of process assets located on the IT PAL. IT PAL Coordinator IT PAL Stakeholders’ Distribution List A list of process owners, customers, stakeholders, that will be notified of all IT PAL updates. IT PAL Coordinator IT PAL Posting Instructions The steps to request posting of process owner assets. IT PAL Coordinator
Each process produces tangible outputs. These outputs can take the form of products or data and can be delivered to a user or stakeholder or they can be used as inputs to other processes. Outputs are measurable in terms of quantity and quality.
Name Description Recipient Updated IT PAL SharePoint repository is updated with current assets. Customers, Stakeholders, and Process Owners IRM Link Electronic access to the published approved document. Author, Process Owner, and Stakeholders IT PAL Response Form A form that is completed, sent to the author and electronically stored. Customers, Stakeholders, and Process Owners IT PAL Inventory Log IT PAL Inventory Log is modified to reflect the IT PAL update. IT PAL Coordinator IT PAL Stakeholders’ Distribution List Updated list of with IT PAL Stakeholders. IT PAL Coordinator
An activity is a major unit of work to be completed in achieving the objectives of the process. A process consists of a sequence of related activities that transforms inputs into outputs and are performed by the roles defined in the process. Activities are measurable in terms of efficiency and effectiveness. Identify the activities in the process and provide a brief description. The activities must correspond with the high-level process flow diagram above.
ID Name Description 2.4.1 Retrieve incoming requests from IT PAL Mailbox Retrieve incoming requests, assets, inquiries, etc., from IT PAL Mailbox (*IT PAL) 2.4.2 Perform Intake & Completeness Checks Review document to ensure that it is compliant and complete. 2.4.3 Post to the IT PAL Modify the data repository with updated assets. 2.4.4 Send IT PAL Response Send IT PAL Response Form to process owner to inform them on actions taken on their assets. 2.4.5 Implement CM Activities Review document and create appropriate CII for process assets and update the IT PAL Inventory Log. 2.4.6 Communicate IT PAL Send email notifying stakeholders of the IT PAL update.
A procedure provides the step by step instructions, or tasks, in how to perform each activity in the process and usually applies to a single role that will be responsible in performing the task.
Main Process Diagram
Retrieve Incoming Request
ID Task Name and Description Role RACI Duties 1.1 Submit IT PAL Request Form Package. Process Owner R Ensure that process assets are IPM compliant.
Ensure document is 508 compliant
Submit IT PAL Request or an IRM link to IT PAL mailbox at firstname.lastname@example.org.
1.2 Retrieve Incoming Request from IT PAL Mailbox. IT PAL Coordinator A Access IT PAL mailbox.
Retrieve incoming request from IT PAL mailbox.
Review and process request.
1.3 Send Acknowledgement email. IT PAL Coordinator A Access outlook.
Send acknowledgement email.
1.4 Assign IT PAL Repository Number. IT PAL Coordinator A Access the IPM SharePoint site and navigate to the appropriate folder.
Access the IT PAL Repository Log to assign a repository number.
1.0 Retrieve Incoming Request diagram
Perform Intake and Completeness Check
ID Task Name and Description Role RACI Duties 2.1 Perform Intake and Completeness Check. IT PAL Coordinator R Access IPM Compliance Log to confirm assets are compliant.
Directive - ACIO level
Procedure - Director level
Verify signature on 508 sign off sheet.
2.2 Complete IT PAL Response Form. IT PAL Coordinator R Access the IPM SharePoint site to download the IT PAL Response form.
Complete the form to document the activities and actions associated with the request.
2.3 Assign IT PAL Repository Number. IT PAL Coordinator R Access IT PAL Repository Log to assign a repository number to the process asset.
Step 2.0 Perform Intake and Completeness check diagram
Post to the IT PAL
ID Task Name and Description Role RACI Duties 3.1 Access the file to be posted. IT PAL Coordinator R Upload document to appropriate folder on the IT PAL SharePoint Site.
Save the document.
3.2 Post the process asset. IT PAL Coordinator R Access the IT PAL to upload the process asset. 3.3 Test the Links. IT PAL Coordinator R Navigate to the new asset and test the link.
Step 3.0 Post to the IT PAL diagram
Send IT PAL Response Form Change
ID Task Name and Description Role RACI Duties 4.1 Finalize IT PAL Response Form. IT PAL Coordinator R Update the IT PAL Response Form to reflect the current status of the request.
Save and close.
4.2 Send IT PAL Response Form. IT PAL Coordinator R Access IT PAL mailbox.
Generate email to process owners.
Send IT PAL Response Form to Process Owner.
4.3 Save IT PAL Response Form. IT PAL Coordinator R Access the IPM SharePoint Site.
Navigate to appropriate folder.
Save and close.
Cross Function Diagram Flow
Step 5.0 Conduct Configuration Management (CM) Activities
ID Task Name and Description Role RACI Duties 5.1 Update IT PAL Inventory Log. IT PAL Coordinator R Access IPM SharePoint site.
Navigate to IT PAL folder to open log.
Update IT PAL Inventory log to include new asset.
Review document and create appropriate CII for process asset.
Save and close.
5.2 Finalize IT PAL Response Form. IT PAL Coordinator R Update the IT PAL Response Form to reflect the final status of the request.
Save and close.
5.3 Finalize IT PAL Repository Log. IT PAL Coordinator R Confirm IT PAL process asset request with the assigned repository number.
Save and close.
Step 6.0 Communicate IT PAL Update
ID Task Name and Description Role RACI Duties 6.1 Prepare communication email. IT PAL Coordinator R Access the IT PAL stakeholders distribution list.
Generate email to IT PAL stakeholders.
6.2 Send IT PAL update email. IT PAL Coordinator R Access IT PAL mailbox.
Send IT PAL update.
6.3 Save copy of IT PAL email. IT PAL Coordinator R Save copy of email in appropriate IT PAL request folder.