Frictionless Business Capability Map
The Frictionless Capability Map
The Frictionless Capability Map provides a simplified model of the core functions that most organizations perform to operate and deliver value.
Rather than focusing on specific software tools, the capability map focuses on the activities that businesses must perform.
Because business capabilities change slowly while technology evolves quickly, capability models provide a stable framework for evaluating technology environments.
The Frictionless Capability Model organizes capabilities into several domains that represent major areas of business activity.
Common capability domains include:
• strategy and planning
• marketing management
• sales management
• product management
• service delivery
• finance and accounting
• human resources
• knowledge management
• information technology services
• data and analytics
• infrastructure management
• legal and compliance
Each domain contains more detailed capabilities that describe how work is performed within that area.
For example, the marketing domain may include capabilities such as:
• campaign management
• lead generation
• customer segmentation
• marketing analytics
• digital advertising management
Similarly, the sales domain may include capabilities such as:
• opportunity management
• account management
• proposal management
• contract management
• revenue forecasting
Mapping technology systems to business capabilities helps organizations understand how software supports operations.
This approach makes it easier to identify patterns such as:
• multiple systems supporting the same capability
• fragmented ownership of tools
• integration complexity between systems
• opportunities to automate processes
The Technology Physical diagnostic uses the Frictionless Capability Model to evaluate how applications support business capabilities.
Organizations can use the capability map as a starting point for documenting their own technology environments.
