This process group covers how the technology function learns what its customers need and converts that into agreed services. It takes in discovery of customer communities and their operational capability, the shaping of transformation demand, and the setting of service expectations. It also includes planning and promoting services, advising customers through change, and defining and negotiating service levels and contracts. It closes with relationship management mechanisms and analysis of service performance against agreements.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.