EFFICIENCY-FIRST®-FRAMEWORK-GUIDEBOOK-2020-EXCERPT

EFFICIENCY FIRST ® FRAMEWORK 2020 GUIDEBOOK

Publication Date July 2020

About AOTMP ® AOTMP ® , the Association of Telecom, Mobility, and IT Management Professionals, is a membership organization focused on advancing technical, financial, and operational management practices. Dedicated to leading the industry into the future, AOTMP ® helps businesses, public sector organizations, and service providers through solutions based on the patented Efficiency First ® Framework, a set of best practices and principles that promote operational excellence, financial accountability, technical integrity, and business results. AOTMP ® members practice and adopt Framework principles to drive performance improvement, productivity gains, and cost optimization while continuously strengthening business–service provider relationship value. For nearly two decades, AOTMP ® has used analytics to synthesize global data and information gathered from thousands of telecom, mobility, and IT environments and professionals into insights that elevate performance. The Efficiency First ® Framework is the foundation for resources available to association members and customers worldwide including AOTMP ® University, Certifications,

Events, Memberships, and Advisory Services. For more information visit www.aotmp.com.

Copyright © 2020 by AOTMP ® . All rights reserved. ISBN: 978-1-7354371-0-1

Use Permissions The purchase of the AOTMP ® Efficiency First ® Framework Guidebook 2020, in print or electronic form, grants non-exclusive, non-transferable access rights to purchaser for internal instructional, educational, and administrative purposes only. This book and its content are protected by copyright laws, trademark laws, patent laws, and design rights. Any unauthorized use, reproduction, or distribution of the book or its contents will be considered a violation of intellectual property rights held by AOTMP ® .

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TABLE OF CONTENTS

INTRODUCTION ...................................................................... 1

About the Efficiency First ® Framework . ................................................ 3

About the Efficiency First ® Framework Guidebook . ............................... 3

Audience & How to Use the Guidebook................................................. 4

FRAMEWORK ELEMENTS & KEY CONCEPTS........................... 5

Guiding Principles ................................................................................. 6

Portfolio Areas ...................................................................................... 7

Focus Areas . ........................................................................................ 8

Practice Areas . ..................................................................................... 9

Core Management Technologies . ....................................................... 13

Stakeholder Groups ............................................................................ 16

Performance Areas.............................................................................. 17

Continuous Improvement Approach . ................................................. 29

CORE PRACTICE AREA KEY CONCEPTS................................ 30

Core Practice Area Key Concepts Overview . ...................................... 31

Asset Management.............................................................................. 33

Auditing............................................................................................... 36

Budgeting & Forecasting...................................................................... 39

Business Analysis................................................................................ 42

Change Control. .................................................................................. 45

Contract Management......................................................................... 50

Data Privacy. ....................................................................................... 53

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Disaster Recovery................................................................................ 56

Endpoint Management. ....................................................................... 59

Exception Management....................................................................... 62

Framework Alignment.......................................................................... 65

Governance......................................................................................... 68

Help Desk............................................................................................ 71

Invoice Processing............................................................................... 74

License Management. ......................................................................... 77

Network Design................................................................................... 80

Order Management. ............................................................................ 83

Performance Management. ................................................................. 86

Policy................................................................................................... 90

Portfolio Delivery.................................................................................. 93

Project Management. .......................................................................... 96

Quality Control & Assurance. ............................................................... 99

Regulatory Compliance...................................................................... 102

Reporting & Analytics......................................................................... 105

Risk Management.............................................................................. 109

Security. ............................................................................................ 112

Service Management......................................................................... 115

Sourcing & Procurement.................................................................... 118

Strategy............................................................................................. 121

Vendor Management......................................................................... 124

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BUSINESS & PUBLIC SECTOR ORGANIZATION ADOPTION

ROADMAP.............................................................................127

Maturity Stages ................................................................................. 128

Accountability Matrix ......................................................................... 129

SERVICE PROVIDER ALIGNMENT ROADMAP . ..................... 132

Principle Alignment ........................................................................... 134

Alignment Opportunities . .................................................................. 135

APPENDIX – EFFICIENCY FIRST ® FRAMEWORK ADOPTION /

ALIGNMENT RESOURCES . ...........................................................136

Appendix A: Accountability Team Roster . ......................................... 137

Appendix B: Core Management Technologies Worksheet ................. 138

Appendix C: Process Development Guidance ................................... 139

Appendix D: Continuous Improvement Actions Checklists ................ 213

Appendix E: Service Provider Alignment Worksheet .......................... 243

Appendix F: Engagement RASCI Template ....................................... 244

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INTRODUCTION

EFFICIENCY FIRST® FRAMEWORK GUIDEBOOK 2020

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EFFICIENCY FIRST ® FRAMEWORK 2020

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INTRODUCTION

ABOUT THE EFFICIENCY FIRST ® FRAMEWORK

The Efficiency First ® Framework is the foundation for a Center of Excellence designed to deliver maximum business value. • Business and Public Sector organizations adopt Efficiency First ® Framework principles to drive Center of Excellence performance results. • Service providers align products, services, and solutions with Efficiency First ® Framework principles to support customers’ performance goals. ABOUT THE EFFICIENCY FIRST ® FRAMEWORK 2020 GUIDEBOOK The Efficiency First ® Framework Guidebook is for business and public sector organizations adopting Framework principles and service providers aligning products, services, and solutions with Framework principles. This Guidebook defines and outlines key principles and practices that help drive performance and efficiency which can be applied to existing practices and processes. In addition, the principles of the Efficiency First ® Framework complement other business practices such as ITIL, Six Sigma, Lean Sigma, and TBM. Updated in the first quarter of each calendar year to support technology, business and market changes, the guidebook includes:

• Framework Principles descriptions, definitions, and evaluation criteria

• Portfolio Areas descriptions, definitions, and management considerations

• Focus Areas descriptions, definitions, and evaluation guidelines

• Practice Areas descriptions, definitions, and process development guidance

• Core Management Technologies descriptions, definitions, and use cases

• Stakeholder Groups descriptions, definitions, and role/responsibility profiles

• Performance Areas descriptions, definitions, and measurement criteria

• Continuous Improvement Approach descriptions, definitions, and adoption best practices

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INTRODUCTION

AUDIENCE & HOW TO USE THE GUIDEBOOK Utilization of the Efficiency First ® Framework Guidebook will vary based upon stakeholder group. Examples of key stakeholder groups and how they might use the Guidebook include:

KEY STAKEHOLDER GROUPS

DESCRIPTION

Understanding how telecom / mobility / IT can drive business results. Determining factors that influence total cost of ownership and drive optimal financial performance. Determining factors that influence vendor performance products and services. Providing structure and drive performance accountability. Determining actions that support best practice performance.

Executives & Business Leaders

Finance Professionals

Procurement Professionals

Telecom / Mobility / IT Management Professionals Telecom / Mobility / IT Operations Professionals

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