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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.