Domain 12: Corporate Services (751284)¶

Running the engine that keeps everything moving

Classification: Management Function Version: v0.1 (Draft)

Overview¶

This domain encompasses the enterprise's supporting infrastructure — the facilities, communications, administrative services, and shared capabilities that enable every other domain to function effectively. It is the operational backbone that maintains the physical and organisational environment, communicates the enterprise story, manages sustainability obligations, and delivers efficient shared services. In a ZORBA-enabled enterprise, corporate services increasingly leverage agents for high-volume administrative workflows, facilities monitoring, and communications distribution — freeing human professionals to focus on strategic programmes and stakeholder relationships.

ZORBA Hierarchy: Domain → Capability → Process¶

ZORBA Level    │  APQC Equivalent     │  Description
───────────────┼──────────────────────┼─────────────────────────────────────
Domain         │  Category            │  Major area of enterprise activity
Capability     │  Process Group       │  What the organisation can do
Process        │  Process             │  How work flows to deliver a capability

Capabilities & Processes¶

12.1 Manage Facilities and the Workplace Environment (462918)¶

Plan, operate, and maintain the physical and virtual workplace — ensuring safe, productive, and cost-effective environments for the enterprise's workforce.

#	Process	ID	Agentic Profile
12.1.1	Plan and manage the real estate and property portfolio	318542	H+a — Humans make portfolio decisions; agents analyse utilisation data and lease terms
12.1.2	Operate building systems and facility maintenance	729461	h+A — Agents monitor IoT sensors and schedule maintenance; humans manage vendors and major repairs
12.1.3	Manage workplace health, safety, and security	584213	H+a — Humans set safety policy and lead incident response; agents monitor compliance and track incidents
12.1.4	Manage space allocation and workplace design	861374	H=A — Agents analyse occupancy patterns; humans design spaces and approve changes
12.1.5	Operate reception, mail, and visitor management services	243689	h+A — Agents manage visitor registration and mail routing; humans handle VIP reception and exceptions

12.2 Deliver Corporate Communications and Public Relations (537861)¶

Craft and distribute the enterprise's narrative — managing internal and external communications, media relations, crisis communications, and brand reputation.

#	Process	ID	Agentic Profile
12.2.1	Develop corporate communication strategy and messaging frameworks	418273	H+a — Humans define narrative and strategy; agents research audience insights and benchmark messaging
12.2.2	Manage internal communications and employee broadcasts	693142	H=A — Agents create and distribute content; humans set editorial direction and approve sensitive messages
12.2.3	Manage media relations and press engagement	614750	H — Human-led; media relationships require human judgement and rapport
12.2.4	Operate crisis communications and rapid response	856917	H+a — Humans lead crisis response; agents monitor media, draft holding statements, and track coverage
12.2.5	Manage executive communications and thought leadership	341628	H+a — Humans provide voice and ideas; agents research, draft, and manage publication schedules
12.2.6	Monitor and analyse media coverage and public sentiment	762439	h+A — Agents continuously monitor and analyse; humans interpret trends and recommend actions

12.3 Manage Sustainability and ESG Commitments (694217)¶

Define, execute, and report on the enterprise's environmental, social, and governance commitments — ensuring genuine progress toward sustainability targets and transparent disclosure to stakeholders.

#	Process	ID	Agentic Profile
12.3.1	Define the sustainability strategy and targets	527341	H+a — Humans set ambition and strategy; agents benchmark against industry standards and peer performance
12.3.2	Measure and track environmental impact and carbon footprint	910625	h+A — Agents aggregate emissions data and calculate footprints; humans validate methodology and boundaries
12.3.3	Manage social impact programmes and community engagement	346918	H+a — Humans design programmes and build relationships; agents track metrics and manage logistics
12.3.4	Prepare ESG disclosures and sustainability reports	728154	h+A — Agents compile data and draft reports against frameworks; humans approve and present
12.3.5	Monitor regulatory developments in sustainability reporting	715011	h+A — Agents scan regulatory landscape; humans assess impact and adjust reporting approaches

12.4 Deliver Administrative and Office Services (183742)¶

Provide the day-to-day administrative services that support enterprise operations — including document management, records retention, office supplies, and general administrative coordination.

#	Process	ID	Agentic Profile
12.4.1	Manage enterprise document and records lifecycle	629481	h+A — Agents classify, tag, store, and apply retention rules; humans set policies and handle exceptions
12.4.2	Operate printing, reprographics, and physical distribution	375218	h+A — Agents manage queues and logistics; humans handle specialised requests
12.4.3	Manage office supplies and consumables procurement	914263	A — Agent-executed; automated reordering based on consumption patterns and thresholds
12.4.4	Coordinate meeting room and resource booking	548371	A — Agent-executed; automated scheduling with conflict resolution and optimisation
12.4.5	Provide executive and departmental administrative support	261849	H=A — Agents manage calendars, prepare briefings, and handle correspondence; humans provide judgement and relationship management

12.5 Operate Shared Services and Service Integration (825463)¶

Design, operate, and optimise shared service centres and models that consolidate common processes across the enterprise — delivering standardised, cost-effective services at scale.

#	Process	ID	Agentic Profile
12.5.1	Design and evolve the shared services operating model	473219	H+a — Humans design the model; agents benchmark performance and model consolidation scenarios
12.5.2	Manage service catalogues and service-level agreements	618342	H=A — Agents maintain catalogues and track SLA performance; humans negotiate and review agreements
12.5.3	Operate the enterprise service desk and request fulfilment	562521	h+A — Agents handle tier-1 requests and automated fulfilment; humans resolve complex and sensitive cases
12.5.4	Monitor shared service performance and drive improvement	742931	h+A — Agents track KPIs and surface improvement opportunities; humans prioritise and implement changes
12.5.5	Manage vendor and outsourcing relationships for shared services	381547	H+a — Humans manage strategic vendor relationships; agents track performance and contract compliance

12.6 Manage Business Travel and Expense Administration (219643)¶

Operate the enterprise's travel programme and expense management processes — ensuring policy compliance, cost control, duty of care, and a smooth experience for travellers.

#	Process	ID	Agentic Profile
12.6.1	Define and maintain travel policies and preferred supplier programmes	847312	H+a — Humans set policies; agents benchmark rates and manage supplier catalogues
12.6.2	Process travel requests and itinerary planning	563184	h+A — Agents search, book, and optimise itineraries; humans approve out-of-policy requests
12.6.3	Manage duty of care and traveller safety	418729	H=A — Agents track traveller locations and issue alerts; humans make evacuation and safety decisions
12.6.4	Process expense claims and reimbursements	735261	h+A — Agents validate receipts, check policy, and process payments; humans approve exceptions
12.6.5	Analyse travel spend and optimise the programme	692418	h+A — Agents analyse spend patterns and savings opportunities; humans negotiate and make programme changes

Summary¶

Capability	ID	Process Count
12.1 Manage Facilities and the Workplace Environment	462918	5
12.2 Deliver Corporate Communications and Public Relations	537861	6
12.3 Manage Sustainability and ESG Commitments	694217	5
12.4 Deliver Administrative and Office Services	183742	5
12.5 Operate Shared Services and Service Integration	825463	5
12.6 Manage Business Travel and Expense Administration	219643	5
Total		31 processes

Agentic Profile Legend¶

Code	Meaning
H	Human-only — agent participation not appropriate
H+a	Human-led with light agent support
H=A	Balanced human-agent collaboration
h+A	Agent-led with human oversight or approval
A	Agent-autonomous within defined boundaries