[Music] hi in this session we're going to be covering the mapping of apqc version 7.2.1 to csdm version 3. apqc is really a benchmarking and process management organization they define those processes and they collect metrics and provide sort of your your benchmarking information how you rank against other companies in your industry or for certain process areas and for more information go to apqc.org so some of the common areas and similarities and differences between csdm and apuz csdm was really a framework that we created here to help understand what common data we used across our products and digital products and services throughout their entire life cycles here at servicenow apqc had focused really on that six sigma area where you trying to improve processes based on the metrics uh financial performance metrics driven based on six sigma and imper improvement of those processes csdm use is really servicenow platform specific is a service now data model that we created to help organize and communicate between products apqc however is really used by large enterprises from the business point of view to understand their metrics processes in the business from hr financial management manufacturing it doesn't really matter and they have different industry versions of apqc as well so you can do a collection on specific things like in the banking industry there's things that happen that don't necessarily occur in other industries the origins of csdm it's relatively new we created it in 2018 as a collaboration between different product units so that we can all be on the same page and interact through that data apkc was originally part of the ibm organization and they spun it out in the 1992 time frame it was spun out because it wasn't core to the ibm business although it was usually used in terms of understanding where the opportunities to automate things the things that ibm typically does been and it's kind of grown as a independent organization a lot of organizations do refer or bring that information in when they're doing an organization level assessment basically so apqc class location framework is probably one of the most common areas of overlap and this is how we organize the metrics and the processes that are in the the environment and you can see the operating processes along the top these are what i would say your main value stream this is where you basically could do your product uh development vision and strategy you develop your and manage your products and services of course market and sell them deliver them and then uh or and or services so but ap can see uh in some of the later version here separated out products and service delivery because they can be different or coupled and then manage customer service so that's the ongoing support of your products in the market and then everything below that is really the supporting processes and you can see here that it is one of the supporting processes so it could help automate the main ones and help automate other supporting processes which is really common so this is something to keep in mind and you can see other areas uh risk and compliance for example and uh one interesting area that we're going to get into a little bit more is this develop and manage business capabilities i see this as a way to look at the entire apc classification of processes and see where you need to make investments so there's a nice recursion there that's uh that's one of the more recent additions to apqc and when you look at these uh these areas you can see that there's number and what if you see does is breaks these process classifications down by level and at the lowest level it's task and that's a pretty granular level of activity if you think about it and uh that's where a lot of change might happen but typically we don't see too much change happening at that level one and level two where we have category in group uh but process down we we would see typically a lot more change and and most organizations would probably manage effectively at the first two levels and now and then of course those last three levels become quite granular uh to see what this looks like in the raw data here's a just a little excerpt you can download the spreadsheets which have the id you can see the id follows this thing and you've got the high level it for example which corresponds to uh in this case number eight here and then you have that breakdown to the lower levels understand business requirements for it capabilities there there you go so this is where we need to understand you know what i.t needs to do in order to support what the business is doing maybe up here and the core operating processes so how apqc maps to the csdm framework is as follows so a lot of times you can see um where the it basically managing it processes are supported by the whole framework so think about the fact that we're doing our design managing technical business consumer consumption all of that is part of what it does and so there's a loosely coupled mapping there now the more interesting area i think is here where we have developing managing business capabilities that ties directly down into the business capability hierarchy that we have in design here so that's actually a nice tie-in and there's another couple of really interesting use cases too and that's really where we use the apqc and designing business capabilities there's a common need for understanding those capabilities and how those hierarchies break down and apkc is oftentimes a good place to start in defining your own capabilities because they have industry specific versions of apqc you can download one that's close to your industry or in your industry and and just massage it from there the other interesting use case for apkc is in defining your business services and service portfolio as you automate more of your processes those basically are in it and those are reflecting on the business services and the apqc process classification framework tends to now reflect the service portfolio structure so there's no mistake there that there's a correlation between using it for the capability structure as well as service portfolios we often see the correlation between the business capability structure and service portfolio structure being very very similar thank you very much for this quick session on how apqc is used in conjunction with csdm hopefully this has been helpful