Architecture / Architecture Operating Models / Services
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Architecture service catalogues
Describe architecture in terms customers can request, understand and value.
18enterprise services
18solution services
18operational services
Workbook source · EA Service Catalogue
Enterprise Architecture services
For executive leadership, CIO/CTO, portfolio boards and capability owners.
Services of the Enterprise Architect: enterprise-scoped, setting direction, standards and governance across the whole estate and every Through Life phase. Consumers: executive leadership, CIO/CTO, investment and portfolio boards, business capability owners.
| No. | Service Name | What We Do | What the Customer Gets | Customer Benefit | Supporting Tool/Method (TOGAF / ArchiMate / ITIL) | Primary Through Life Phases | ODM Family |
|---|---|---|---|---|---|---|---|
| EA-01 | Architecture Strategy and Target State | Define and maintain the enterprise target-state architecture across business, information systems and technology layers, anchored to business strategy and refreshed on material strategic change. | A single, current articulation of where the estate is heading and why, expressed in business terms. | Investment decisions converge on one direction; fewer strategic dead-ends and duplicated platforms. | TOGAF ADM Preliminary, Phase A (Architecture Vision) and Phases B–D; ArchiMate Motivation and Strategy viewpoints; Business Model Canvas | 1. Strategy, 2. Planning | F1 |
| EA-02 | Business Architecture: Capability and Value Stream Modelling | Build and steward the business capability model and value streams, heat-mapping capability maturity, investment and pain points to show where change will create value. | A shared capability map that business and technology leaders use to frame and prioritise change. | Change is prioritised by business value rather than loudest voice; clear line of sight from strategy to delivery. | TOGAF Phase B; ArchiMate Capability Map and Value Stream viewpoints; Capability heat-mapping | 1. Strategy, 2. Planning, 3. Design | F1 |
| EA-03 | Capability-Based Planning and Architecture Roadmaps | Translate target state into sequenced transition architectures and roadmaps, with dependencies, plateaus and decision points visible to portfolio management. | Roadmaps that portfolio and programme leaders can plan, fund and track against. | Change is sequenced to deliver value early and avoid dependency collisions and stranded investment. | TOGAF Phases E–F (Opportunities & Solutions, Migration Planning); Capability-Based Planning; ArchiMate Implementation & Migration viewpoints | 2. Planning | F1 |
| EA-04 | Investment and Portfolio Architecture Advisory | Provide architectural assessment of business cases and investment proposals at portfolio gates - strategic fit, reuse, duplication, lifecycle and total cost of ownership. | An independent architectural view on every material investment before money is committed. | Capital flows to initiatives that advance the target state; duplication and orphaned spend are caught early. | TOGAF Architecture Contracts and Requirements Management; HM Treasury Green Book five-case alignment; TCO modelling | 1. Strategy, 2. Planning | F1 |
| EA-05 | Architecture Principles, Standards and Policy | Define, publish and maintain architecture principles, technology standards and policy, with a review cycle proportionate to the rate of change in each domain. | A current, usable rulebook that delivery teams can design against without guesswork. | Consistent decisions at scale; lower integration friction and support cost across the estate. | TOGAF Architecture Principles and Standards Information Base (SIB); Technology Reference Model (TRM) | 1. Strategy, 3. Design, 8. Maintenance | F2 |
| EA-06 | Enterprise Reference Architectures and Pattern Catalogue | Develop reusable reference architectures and design patterns for recurring problems, curated in the architecture repository with clear applicability and constraints. | Proven blueprints that make the right design the easiest design. | Faster, cheaper, more predictable solution design; the estate converges rather than drifts. | TOGAF Enterprise Continuum and Architecture Repository; ArchiMate Layered and Technology viewpoints; Pattern catalogue | 3. Design, 9. Optimisation | F2 |
| EA-07 | Data and Information Architecture Strategy | Set the enterprise information architecture - conceptual data model, master and reference data strategy, data ownership and integration principles - aligned to data governance. | Clarity on authoritative sources, data ownership and how information flows across the enterprise. | Better data quality and reuse; reduced reconciliation effort; UK GDPR obligations supported by design. | TOGAF Phase C (Data Architecture); DAMA-DMBOK; ArchiMate Information Structure viewpoint | 1. Strategy, 3. Design | F2 |
| EA-08 | Architecture Governance and Design Authority | Operate the Design Authority and architecture review boards with clear terms of reference, decision rights, tiering by risk and value, and published turnaround commitments. | Timely, transparent architectural decisions with a clear route to a yes. | Governance that protects coherence without becoming a delivery bottleneck. | TOGAF Architecture Governance and Architecture Board; Architecture Compliance Reviews; RACI | 2. Planning to 10. Retirement | F3 |
| EA-09 | Architecture Compliance and Dispensation Management | Assess initiatives against principles and standards, and manage dispensations with owner, expiry, compensating measures and a remediation path. | Deviations that are conscious, time-bound decisions rather than silent drift. | Architectural risk is visible and bounded; exceptions do not become the de facto standard. | TOGAF Architecture Compliance and Dispensations; Exception register; Risk acceptance workflow | 3. Design, 5. Deployment, 8. Maintenance | F3 |
| EA-10 | Architecture Repository and Knowledge Management | Own the architecture repository and meta-model - current and target state, decisions, standards and artefacts - so architecture knowledge is findable, current and reusable. | One trusted source of architectural truth rather than documents scattered across SharePoint. | Faster impact analysis, better onboarding and evidence that stands up to audit. | TOGAF Architecture Repository and Content Framework; ArchiMate meta-model; EA tooling (e.g. Sparx, LeanIX, Ardoq) | All phases | F3 |
| EA-11 | Security, Risk and Regulatory Alignment | Integrate security, privacy, resilience and regulatory obligations into enterprise architecture, working with the security architecture function so obligations trace through the layers. | Architecture that satisfies security and regulatory obligations by design rather than by retrofit. | Lower compliance cost and fewer late surprises; security treated as a design quality, not a gate. | TOGAF Security Architecture guidance; ISO/IEC 27001:2022; NCSC CAF; UK GDPR; ArchiMate Motivation viewpoint (constraints) | 1. Strategy, 3. Design | F3 |
| EA-12 | Technology Strategy, Lifecycle and Emerging Technology Advisory | Maintain technology lifecycle positions (adopt, contain, retire), horizon-scan emerging technology and govern pilots and adoption decisions. | A clear view of which technologies to invest in, tolerate or exit - and when. | Avoids end-of-support cliffs and hype-driven adoption; innovation lands safely. | TOGAF Phase D; Technology radar and lifecycle roadmaps; Gartner-style hype-cycle assessment | 1. Strategy, 8. Maintenance, 9. Optimisation | F4 |
| EA-13 | Application and Technology Portfolio Rationalisation | Assess the application and technology portfolio for fit, cost and duplication, assign TIME dispositions (Tolerate, Invest, Migrate, Eliminate) and drive consolidation. | A smaller, cheaper, better-understood estate with a costed rationalisation plan. | Lower run-cost and licence spend; reduced complexity and risk surface. | TIME model; Application Portfolio Management; ArchiMate Application Cooperation viewpoint | 9. Optimisation, 10. Retirement | F4 |
| EA-14 | Technical Debt Strategy and Remediation Prioritisation | Maintain the enterprise technical debt inventory, quantify its risk and cost of carry, and prioritise remediation into the roadmap and investment cycle. | Technical debt that is visible, priced and reducing rather than silently compounding. | Protects delivery velocity and resilience; turns debt into an investment conversation. | Technical debt register; Cost-of-delay / cost-of-carry analysis; TOGAF Architecture Change Management (Phase H) | 8. Maintenance, 9. Optimisation | F4 |
| EA-15 | Transformation and Change Architecture Assurance | Provide architectural oversight of major transformation programmes, maintaining alignment to target state through delivery and managing architectural change requests. | Programmes that land the architecture they promised, with change controlled rather than accreted. | Reduces transformation risk and benefits leakage; keeps programmes coherent with each other. | TOGAF Phase G (Implementation Governance) and Phase H (Architecture Change Management); Architecture Contracts | 4. Development to 6. Transition | F1 |
| EA-16 | Architecture Metrics, Reporting and Decision Support | Run the architecture measurement plane - ODM production, benchmarking and decision packs - providing the evidence base for governance and investment decisions. | Clear, data-driven reporting on architecture effectiveness and estate health. | Decisions rest on evidence; the architecture function can demonstrate its value. | Outcome-Driven Metrics (this workbook); TOGAF Architecture Maturity Models; KPI/KRI/KCI grammar | All phases | MP |
| EA-17 | Stakeholder Engagement and Architecture Advocacy | Build relationships with business and technology leaders, translating architectural choices into business value, risk and cost terms. | An architecture function that is understood, trusted and sought out. | Early engagement by default; architecture shapes decisions rather than reviewing them afterwards. | TOGAF Stakeholder Management; ArchiMate Stakeholder viewpoint; Communication planning | 1. Strategy, 2. Planning | F6 |
| EA-18 | Architecture Community of Practice and Capability Development | Lead the architecture community of practice, career framework, accreditation and knowledge sharing, including self-service guidance for delivery teams. | A growing pool of capable architects and practitioners using common methods. | Consistency across teams; routine design becomes self-served, freeing senior architects for hard problems. | TOGAF Architecture Skills Framework; SFIA 9; Community of Practice model | 9. Optimisation | F6 |
Workbook source · SA Service Catalogue
Solutions Architecture services
For sponsors, product owners, delivery leads and engineering teams.
Services of the Solutions Architect: project- and solution-scoped, from inception through delivery, transition, optimisation and retirement. Consumers: project sponsors, delivery leads, product owners and engineering teams.
| No. | Service Name | What We Do | What the Customer Gets | Customer Benefit | Supporting Tool/Method (TOGAF / ArchiMate / ITIL) | Primary Through Life Phases | ODM Family |
|---|---|---|---|---|---|---|---|
| SA-01 | Embedded Solution Architecture | Provide a solutions architect embedded in the delivery team from inception to handover, shaping design decisions as they are made rather than reviewing them afterwards. | Architectural expertise inside the team, at the point of decision, across the delivery lifecycle. | Prevents late-stage rework, protects delivery velocity and keeps design decisions grounded in project reality. | TOGAF ADM applied at solution scope; Architecture Contracts; ArchiMate Layered viewpoint | 2. Planning to 6. Transition | F6 |
| SA-02 | Solution Options Analysis and Feasibility | Develop and appraise solution options - build, buy, reuse, SaaS - against requirements, constraints, cost and target-state fit, and recommend a preferred way forward. | A reasoned, costed recommendation that sponsors can defend at business case. | Better investment decisions; fewer false starts; reuse considered before new spend. | TOGAF Phase E (Opportunities & Solutions); Options appraisal; Green Book economic case alignment | 1. Strategy, 2. Planning | F1 |
| SA-03 | Solution Architecture Design (HLD/LLD) | Produce the solution architecture - high-level and detailed design across application, data, integration and infrastructure - traceable to requirements and enterprise standards. | A coherent, buildable design that engineering teams and suppliers can deliver against. | Predictable delivery; designs that fit the estate and are supportable in operation. | TOGAF Phases B–D at solution level; ArchiMate Application, Technology and Layered viewpoints; C4 model | 3. Design, 4. Development | F2 |
| SA-04 | Requirements and NFR Engineering and Traceability | Elicit and baseline functional and non-functional requirements (performance, availability, scalability, security, operability) with acceptance criteria, and maintain traceability to design and verification evidence. | Testable requirements with an evidence chain from need to design to proof at go-live. | Prevents under-specified qualities becoming production problems; supports audit and assurance. | TOGAF Requirements Management; ISO/IEC 25010 quality model; Requirements traceability matrix | 2. Planning, 3. Design, 5. Deployment | F3 |
| SA-05 | Pattern Instantiation and Tailoring | Apply enterprise reference architectures and patterns to the specific solution context, tailoring where justified and recording deviations for Design Authority decision. | Faster, consistent design reusing proven patterns, with deviations managed rather than hidden. | Cuts design effort and review cycles; keeps the estate converging on approved architecture. | TOGAF Enterprise Continuum (Solutions Continuum); Pattern catalogue; Architecture Decision Records | 3. Design | F2 |
| SA-06 | Integration and API Architecture | Design interfaces, APIs, events and data exchange - contracts, versioning, error handling and dependency management - aligned to enterprise integration standards. | Interfaces that are designed, documented and supportable rather than accidental. | Reduces brittle point-to-point integration and change ripple across the estate. | ArchiMate Application Cooperation viewpoint; API-first design (OpenAPI/AsyncAPI); Enterprise Integration Patterns | 3. Design, 4. Development | F2 |
| SA-07 | Solution Data Architecture and Migration Design | Design the solution's data model, data flows, retention and migration approach, aligned to enterprise data standards, authoritative sources and data protection obligations. | Data that lands in the right place, in the right shape, with ownership and lineage clear. | Protects data quality and continuity through change; supports UK GDPR accountability. | TOGAF Phase C (Data); ArchiMate Information Structure viewpoint; DAMA-DMBOK; Data migration patterns | 3. Design, 5. Deployment | F2 |
| SA-08 | Cloud Solution Architecture | Design cloud workloads against the landing zone and platform guardrails - service selection, resilience, cost model, identity and network - using well-architected principles. | Cloud solutions that conform to platform standards and are designed for cost, resilience and operability. | Avoids misconfiguration, cost overrun and rework against platform standards. | Cloud Well-Architected Frameworks (AWS/Azure/GCP); NCSC Cloud Security Principles; ArchiMate Technology viewpoint | 3. Design, 5. Deployment | F2 |
| SA-09 | DevOps and Delivery Pipeline Architecture | Design the delivery pipeline and environments - branching, build, test automation, infrastructure as code, promotion and release controls - so quality is enforced automatically. | A pipeline that delivers repeatable, auditable releases with evidence produced as a by-product. | Faster, safer releases; fewer manual gates; consistent environments. | DevOps / CI-CD patterns; Infrastructure as Code; DORA metrics; ITIL 4 Deployment Management | 4. Development, 5. Deployment | F2 |
| SA-10 | Architecture in Agile Delivery | Work within agile cadences - architectural runway, enabler stories, definition-of-done clauses and incremental design updates - so architecture moves at sprint speed. | Architecture embedded in the backlog rather than gating it. | Teams build the right thing coherently without phase-end architecture blockers. | SAFe Architectural Runway; TOGAF Series Guide: Using the TOGAF Framework with Agile; Evolutionary architecture | 3. Design, 4. Development | F6 |
| SA-11 | Architecture Decision Records and Design Authority Submissions | Record significant design decisions with context, options and consequences, and prepare proportionate Design Authority submissions. | A decision trail that explains why the solution is the way it is. | Faster governance, better handover and far easier future change. | Architecture Decision Records (ADR); TOGAF Architecture Compliance Review; Design Authority templates | 3. Design to 6. Transition | F3 |
| SA-12 | Vendor and Product Evaluation | Assess vendor products and services during selection and delivery - functional fit, architectural fit, integration, data handling, exit and lock-in risk. | A clear-eyed view of what a product really does and how it fits the estate. | Prevents procurement surprises and costly lock-in; strengthens commercial negotiation. | Weighted evaluation criteria; TOGAF Phase E; Proof of concept; Exit planning | 2. Planning, 3. Design | F1 |
| SA-13 | Solution Assurance at Delivery Gates | Review designs and build against requirements, patterns and standards at defined gates, providing findings, conditions and closure tracking for projects without an embedded architect. | Independent design assurance with concrete findings and a route to closure. | Catches design flaws at the cheapest point to fix them; gives sponsors confidence to proceed. | TOGAF Architecture Compliance Review; Gate criteria; Design review checklist | 3. Design, 4. Development, 5. Deployment | F3 |
| SA-14 | Transition Architecture and Cutover Design | Design the transition - coexistence states, sequencing, data migration, rollback and cutover - so every intermediate state is supportable. | Migrations and cutovers that protect service through every intermediate state, with tested rollback. | Lower go-live risk; fewer weekend heroics and failed cutovers. | TOGAF Transition Architectures and Phase F; ArchiMate Migration viewpoint; Cutover runbooks | 5. Deployment, 6. Transition | F5 |
| SA-15 | Operability by Design | Design supportability into the solution with the Operational Architect - monitoring, logging, runbooks, support model, backup and recovery - before go-live. | A solution that operations can run and support from day one. | Closes the gap between 'built' and 'operable'; smooth service acceptance. | ITIL 4 Service Design and Service Validation; Service Acceptance Criteria; Observability patterns | 3. Design, 5. Deployment, 6. Transition | F5 |
| SA-16 | Solution Optimisation and Technical Debt Remediation | Post-live, improve the solution - performance tuning, cost and licence optimisation, debt remediation and automation - using operational evidence. | A solution that gets leaner and better over time rather than degrading. | Sustains value while reducing run-cost; feeds lessons back into patterns. | TOGAF Phase H; Performance engineering; FinOps practices; Technical debt register | 8. Maintenance, 9. Optimisation | F4 |
| SA-17 | Incident and Problem Architectural Support | Provide solution-level architectural expertise during major incidents and problem investigations, and design remediation so the class of failure is closed, not just the instance. | Faster, better-informed recovery decisions and remediation that prevents recurrence. | Cuts incident impact and stops repeat failures from the same design weakness. | ITIL 4 Incident and Problem Management; Root-cause analysis; Post-incident review | 7. Operation, 8. Maintenance | F5 |
| SA-18 | Solution Decommissioning Design | Design the retirement of solutions - data disposition, dependency unpicking, contract exit and the evidence trail for closure. | Retirement executed without data loss, orphaned dependencies or lingering cost. | Realises rationalisation savings and closes the long tail of risk from half-retired systems. | TOGAF Phase H; ArchiMate Migration viewpoint; Data disposition mapping; Dependency analysis | 10. Retirement | F4 |
Workbook source · OA Service Catalogue
Operational Architecture services
For supportable, resilient and improving live services.
Services of the Operational Architect: live-service and estate-scoped, from acceptance into service through continuous operation, optimisation and decommissioning. Consumers: service owners, IT operations leadership, service desk and platform teams.
| No. | Service Name | What We Do | What the Customer Gets | Customer Benefit | Supporting Tool/Method (TOGAF / ArchiMate / ITIL) | Primary Through Life Phases | ODM Family |
|---|---|---|---|---|---|---|---|
| OA-01 | Operational Architecture Ownership | Own the as-operated architecture of live services - maintaining operational architecture views, tracking architectural health and acting as design authority for in-service change. | A named owner for 'is this service still fit for purpose?' with the evidence to answer it. | Prevents architectural decay between projects; keeps accountability unambiguous. | ITIL 4 Service Configuration Management; ArchiMate Technology and Physical viewpoints; CMDB | 7. Operation, 8. Maintenance | F4 |
| OA-02 | Operability Requirements and Service Design Input | Define operability requirements - monitoring, support model, maintenance windows, backup, runbooks - and feed them into solution design from Planning onwards. | Operational needs captured early, not discovered at handover. | Avoids late rework and services that cannot be supported as built. | ITIL 4 Service Design; Service Acceptance Criteria; Non-functional requirement templates | 2. Planning, 3. Design | F5 |
| OA-03 | Operational Acceptance and Service Transition Assurance | Gate the transition of new and changed services into operation - validating monitoring, runbooks, support model, resilience and residual risks against service acceptance criteria. | Nothing enters service that operations cannot see, support and recover. | Stops projects transferring hidden risk and cost into the operational estate. | ITIL 4 Service Validation and Testing; Operational Readiness Review; Early Life Support | 5. Deployment, 6. Transition | F5 |
| OA-04 | Observability and Monitoring Architecture | Design and maintain the monitoring and observability architecture - metrics, logs, traces, alerting and service health models - mapped to service criticality. | Service health that is visible end to end, with alerts that mean something. | Problems are detected before users notice; faster diagnosis and lower mean time to restore. | ITIL 4 Monitoring and Event Management; SRE practices (SLIs/SLOs); OpenTelemetry | 5. Deployment, 7. Operation | F5 |
| OA-05 | Resilience, Backup and Recovery Architecture | Design and assure the recovery capability - backup integrity, restore testing, failover exercising and recovery sequencing - against agreed RTO/RPO. | Recovery that is demonstrated on a schedule, not assumed. | When the worst happens, recovery is a rehearsed procedure rather than a hopeful theory. | ITIL 4 Service Continuity Management; ISO 22301; NCSC CAF Objective D; Exercise programme | 3. Design, 7. Operation | F5 |
| OA-06 | Capacity and Performance Architecture | Forecast demand, model capacity and design scaling approaches for live services, using performance data to anticipate constraints before they bite. | Capacity that stays ahead of demand at an understood cost. | Fewer performance incidents; avoids both over-provisioning and emergency spend. | ITIL 4 Capacity and Performance Management; Performance baselining; Demand modelling | 7. Operation, 8. Maintenance | F5 |
| OA-07 | Configuration Baseline and Drift Management | Define and maintain configuration baselines for platforms and services, with drift detection and remediation so the estate stays as it was designed. | An estate that provably matches its baselines, with drift caught in days rather than at audit. | Closes the gap between designed and actual configuration - a leading cause of incidents. | ITIL 4 Service Configuration Management; Infrastructure as Code; Configuration compliance scanning | 7. Operation, 8. Maintenance | F2 |
| OA-08 | Technology Currency, Patch and Lifecycle Operations | Run the operational lifecycle of technology components - patching cadence, version currency, end-of-support tracking and upgrade planning. | An estate on supported technology, with exceptions known and planned. | Reduces vulnerability exposure and avoids forced, unplanned upgrades. | ITIL 4 Infrastructure and Platform Management; Technology lifecycle register; Vendor support matrices | 8. Maintenance | F4 |
| OA-09 | Operational Tooling and Platform Estate Management | Manage the operational tooling estate - monitoring, ITSM, automation and management platforms - covering lifecycle, integration health and rationalisation. | A tooling estate that is current, integrated and justified by the capability it delivers. | Lower run-cost, fewer blind spots from broken integrations and no shelfware. | IT4IT Reference Architecture; ITIL 4 Service Management practices; Tooling capability map | 7. Operation, 9. Optimisation | F4 |
| OA-10 | Automation and Infrastructure as Code Operations | Design and govern automation of operational tasks - provisioning, configuration, remediation and routine maintenance - with automation itself version-controlled and tested. | Routine operations executed consistently by machines, audited and reversible. | Toil falls, errors reduce and scarce engineers work on what machines cannot do. | Infrastructure as Code; GitOps; SRE toil reduction; ITIL 4 Deployment Management | 5. Deployment, 7. Operation, 9. Optimisation | F4 |
| OA-11 | Operational Change and Release Architecture | Assess the operational impact of changes and releases on live services, defining deployment patterns, rollback and change risk criteria. | Changes that land safely, with rollback designed rather than improvised. | Fewer change-related incidents; faster, lower-risk release cadence. | ITIL 4 Change Enablement and Release Management; Blue/green and canary patterns | 5. Deployment, 8. Maintenance | F5 |
| OA-12 | Incident and Problem Architectural Support | Provide estate knowledge during major incidents for containment and recovery decisions, and lead architectural root-cause analysis and remediation. | Recovery decisions informed by how the estate actually fits together. | Less collateral damage during recovery; incidents leave the architecture stronger. | ITIL 4 Incident and Problem Management; Dependency mapping; Post-incident review | 7. Operation | F5 |
| OA-13 | Run-Cost and FinOps Optimisation | Analyse and optimise the run-cost of live services - right-sizing, reserved capacity, licence optimisation and cost allocation - without eroding service levels. | Transparent, falling unit costs with service levels protected. | Frees budget for change; cost becomes a managed architectural quality. | FinOps Framework; Cloud cost management; ITIL 4 Service Financial Management | 7. Operation, 9. Optimisation | F4 |
| OA-14 | Operational Metrics and Service Performance Reporting | Produce the operational evidence base - availability, MTTR, change success, capacity headroom, acceptance outcomes - feeding service reviews, ODMs and executive reporting. | Trustworthy numbers on how well services and operations actually perform, trended over time. | Decisions and investment cases rest on evidence; the ODM framework gets its operational data. | ITIL 4 Measurement and Reporting; SRE SLOs; KPI/KRI/KCI grammar | 7. Operation | MP |
| OA-15 | Legacy and End-of-Life Risk Containment | Manage the risk of unsupported and legacy systems in operation - isolation, compensating measures, monitoring emphasis and pressure into the refresh roadmap. | Legacy risk that is contained, visible and priced rather than silently accumulating. | Keeps unavoidable legacy defensible and gives refresh decisions an honest risk basis. | Technology lifecycle register; Risk assessment; Isolation and segmentation patterns | 8. Maintenance, 9. Optimisation | F4 |
| OA-16 | Decommissioning Execution | Execute the operational side of retirement - access removal, monitoring wind-down, data sanitisation evidence, contract and licence exit, and CMDB closure. | Retirement completed with an evidence trail: nothing left running, nothing left costing. | Realises savings and eliminates orphaned infrastructure, access and data. | ITIL 4 Service Configuration Management; Decommissioning runbooks; Sanitisation evidence (NCSC guidance) | 10. Retirement | F4 |
| OA-17 | Operational Process Improvement and Toil Reduction | Continuously improve operational processes - toil analysis, workflow redesign, automation candidates and measurable reduction in effort and error rates. | Operations that get cheaper and faster each quarter without losing rigour. | Frees capacity for higher-value work; improvement is measured, not asserted. | ITIL 4 Continual Improvement; Lean; SRE toil measurement | 9. Optimisation | F4 |
| OA-18 | Managed Service and Supplier Operational Integration | Define the operational architecture of managed and third-party services - service boundaries, tooling integration, escalation, data exchange and exit arrangements. | Suppliers that operate as part of one coherent service, not a set of disconnected contracts. | Fewer gaps at supplier boundaries; faster multi-party incident resolution; credible exit options. | SIAM; ITIL 4 Supplier Management; Service integration model | 6. Transition, 7. Operation | F5 |