Information Communication Technology (ICT) Infrastructure Management is at the opposite side of the spectrum from Business Perspective. It is the “liaison” between Service Management and the Technology. The goal of this service is to use proven, repeatable processes to provide a stable operating environment for all the IT functions using the technology.
Design and Planning
The purpose of this set of processes is to guide the design and planning of IT enterprise architecture. The teams executing these processes work with business architects to devise a set of IT standards and workfl ows that satisfy current and future requirements. The work spans the product lifecycle of research, selection, introduction, maintenance and sunsetting of all IT infrastructure components.
These processes control the introduction of hardware and software changes into the operating environment, guiding activities in both production and test environments. The goal is to ensure that introducing changes into production operations has the least impact possible to the business and its customers.
This set of processes covers the day-to-day work required to monitor and maintain a stable IT infrastructure and operating environment. Some of the tasks associated with the processes are job scheduling, data management (including backup and recovery management), enterprise command center, physical database administration and proactive hardware maintenance.
Some of your best and brightest technicians should be staffed in Technical Support. They are problem solvers and problem preventers. Technical Support assist Design and Planning by providing technical evaluations, both in the form of Proof of Concept (POC) and Pilot tests of new technologies. They also assist the RFI (Request for Information) and RFP (Request for Price) processes by providing detailed confi guration and specifi cation information. Technical Support acts as a liaison with vendors on technical matters. Technical Support is also responsible for creating and maintaining the Technical Library and the technical knowledge base for the organization.