Overarching Activities
Manages activities applicable or common to all IT infrastructure components — for example, integration, problem management, and change management.
Capability Building Blocks
- A1IT Operations Management
- Manage IT infrastructure activities in support of business activities — for example, the processing, storage, and transmission of data.
- A2Infrastructure Integration
- Develop skills, policies, and approaches to enable the infrastructure to work cohesively as a whole.
- A3Incident and Problem Management
- Implement workarounds, repairs, and root cause analysis (where needed), facilitated by appropriate diagnostic practices.
- A4Infrastructure Performance Management
- Manage infrastructure performance in support of service levels agreements (SLAs) — for example, in relation to availability and response time.
- A5Asset Management
- Manage the deployment and utilization of IT infrastructure assets, including software licenses, networks, physical devices, and virtual devices. Redeploy, retire, and acquire assets as needed.
- A6Infrastructure Change Management
- Manage major technology infrastructure changes — for example, the transition to cloud, major hardware refreshes, firmware upgrading, introduction of a bring-your-own-device policy, and so on.
- A7Data Centre Environment
- Manage all aspects of the data centre environment, including power efficiency and availability, network, cooling, fire-suppression, physical access controls, and security.
- A8Business Continuity Planning
- Manage IT infrastructure to support business continuity planning.
- A9Configuration Management
- Implement overarching policies, approaches, and tools for joined-up configuration management across the IT infrastructure — including, for example, allocation of CPU, memory, and storage to a virtual server, configuration of the laptop build image for a group of end customers, and so on.