Technical Infrastructure Management
The Technical Infrastructure Management (TIM) capability is the ability to manage an organization's IT infrastructure across its complete life cycle of:
- Transitional activities including building, deploying, and decommissioning.
- Operational activities including day-to-day operations, maintenance, and continuous improvement.
Structure
TIM is made up of the following Categories and CBBs. Maturity and Planning are described at both the CC and the CBB level.
- AIT Service Infrastructure Management
- A1Design
Design and plan the introduction of changes to the IT infrastructure that are required to maintain or improve the existing IT infrastructure to support business services and solutions.
- A2Implement
Transition and support the introduction of new components or modifications (and retirements) to the IT infrastructure.
- A3Operate
Provide the environment to manage the availability of the IT infrastructure, to monitor and control demand, to match capacity to business demands and opportunities, and to maintain and communicate the IT operations schedule. Be cognizant of and adjust to business schedule variations, and fix any problems.
- A4Improve
Monitor the IT infrastructure to identify and implement opportunities to increase its efficiency and effectiveness, and reduce its costs.
- BIT Operations Management
- B1Change Management
Ensure that changes to the IT infrastructure are carried out using a planned and authorized approach.
- B2Configuration Management
Implement overarching policies, approaches, and tools to manage and track revisions for components of the IT infrastructure. Ensure that changes are seamlessly implemented while maintaining the integrity of the system.
- B3Asset Management
Provide life cycle management for the IT infrastructure assets to cost-effectively deploy, operate, maintain, upgrade, and dispose of these assets.
- B4Incident and Problem Management
Implement workarounds, repairs, and root cause analysis (where needed), facilitated by appropriate diagnostic practices, to resolve and prevent incidents that might affect the normal running of the IT infrastructure.
- B5Capacity Planning / Elasticity
Manage the level of IT infrastructure resources that are needed to support the organization's business production requirements, to cover both peaks and troughs in demand.
- B6Disaster Recovery
Plan, test, and execute disaster management scenarios, so that the organization can recover as quickly as possible. Respond to attacks in such a way that forensic data is secured, and that any identified vulnerabilities are made secure.
- B7Identity Management
Manage identities, and their authentication, authorization, roles, and privileges so that data and IT assets are protected from inappropriate and unauthorized access.
- B8Infrastructure Availability and Continuity
Manage the availability of the IT infrastructure so that it complies with the service levels agreed with stakeholders. Plan, test, and put in place what needs to be done to continue to deliver IT infrastructure services for defined scenarios.
- B9Performance
Manage the IT infrastructure to ensure that key performance indicators (KPIs), service levels, and budgets are in compliance with the organization's goals and objectives.
- B10Security
Ensure the security and integrity of the IT infrastructure via firewall management, intrusion detection, vulnerability scanning and detection, anti-viral services, staff vetting, audit reporting, and so on.
- B11Automation and Orchestration
Apply automation and orchestration across the IT infrastructure to free up resources, promote consistency, and to deliver more efficient and cost-effective solutions. This includes the network and end-point devices.
- B12Application Management
Manage the introduction, operation, maintenance, and upgrading of applications throughout their life cycle.
- CApplication Platform
- C1Operating System / IaaS
Provide life cycle management for operating systems (OS) and platforms (that run an OS to provide a function) in the organization.
- C2Virtualization
Oversee and administer the operation of the virtualization environments, including the collective processes, tools, and technologies to ensure governance and control over the virtualized infrastructure.
- C3Containers
Manage the platforms that facilitate the organization and virtualization of software containers.
- C4Middleware
Manage the software that acts as a bridge between the operating system or database and applications.
- DIT Infrastructure
- D1Server / Mainframe / High Performance Computing
Develop and implement approaches and policies for the life cycle management of the compute infrastructure, including memory.
- D2Storage
Develop and implement approaches and policies for the life cycle management of storage — including, for example, disk drives, solid state disks, storage-as-a-service, and so on.
- D3Connectivity / Network
Develop and implement approaches and policies for the life cycle management of wide area networks (WAN), local area networks (LAN), and software defined networks (SDN), to include, for example, routers, firewalls, Wi-Fi, interconnect (e.g. InfiBand), and so on.
- D4Device Management
Implement approaches and policies for the life cycle management of devices — including, for example, end-user-devices, printers, audio visual devices, IoT devices, and so on.
- D5Fabric and Data Centre
Manage the underlying fabric and infrastructure to include uninterrupted power supply (UPS), power, cooling, and so on.
- D6Software Defined Infrastructure [SDI]
Develop and implement approaches and policies so that the IT infrastructure can be fully deployed and controlled by an application/code (this combines composable and converged/hyper-converged infrastructure systems with software-defined networking, storage, and compute, to build and manage the IT infrastructure).
- D7IT Infrastructure Outsourcing
Manage the outsourcing of IT infrastructure component(s) to a cloud or externally managed and hosted environment.
Overview
Goal & Objectives
An effective Technical Infrastructure Management (TIM) capability aims to:
- Provide technical infrastructure stability, availability, and reliability through effective operation, maintenance, and retirement of infrastructure components.
- Provide technical infrastructure adaptability and flexibility through forward-planning (that addresses business volumes, variance, velocity, and quality) when creating, acquiring, improving, and disposing of infrastructure components.
- Provide seamless interoperability across different kinds of infrastructure components.
- Protect the technical infrastructure and data during storage, processing, or transfer.
- Make provision for the effective utilization of the infrastructure.
Scope
Definition
The Technical Infrastructure Management (TIM) capability is the ability to manage an organization's IT infrastructure across its complete life cycle of:
- Transitional activities including building, deploying, and decommissioning.
- Operational activities including day-to-day operations, maintenance, and continuous improvement.
Improvement Planning
Practices-Outcomes-Metrics (POM)
Representative POMs are described for TIM at each level of maturity.
- 2Basic
- Practice
- Develop standards and policies relating to IT infrastructure life cycle management.
- Outcome
- A basic, repeatable approach emerges to design, implement, and support the IT infrastructure.
- Metric
- Percentage of IT infrastructure component types whose life cycles are documented.
- Practice
- Develop or join communities of practice to grow IT infrastructure competences.
- Outcome
- Skills and competences are consistently applied.
- Metric
- Percentage of IT infrastructure personnel who are members of a community of practice.
- Practice
- Start to define and plan IT infrastructure change management.
- Outcome
- Basic plans are in place to manage changes to the IT infrastructure.
- Metric
- Percentage of changes to the IT infrastructure that have to be temporarily rolled back.
- Practice
- Work with the other relevant business units to improve governance and budget control.
- Outcome
- The design, support, and maintenance of the IT infrastructure become more predictable.
- Metric
- Percentage of IT infrastructure expenditure formally approved.
- Practice
- Define IT infrastructure roles and skills.
- Outcome
- IT infrastructure personnel can increase their skill levels and plan their careers.
- Metric
- Number of IT infrastructure roles with defined skills/competences.
- Practice
- Divide IT services into those that are, and those that are not, business critical.
- Outcome
- Reduced cost, lower risk, and reduced management complexity are evident.
- Metric
- Percentage of IT services that are business critical.
- 3Intermediate
- Practice
- Audit the IT infrastructure.
- Outcome
- There is increased assurance on the design, implementation, and support of the IT infrastructure.
- Metric
- Number of IT infrastructure non-compliance incidents identified.
- Practice
- Standardize practices for incident management and problem resolution.
- Outcome
- Incidents and problems are handled correctly and cause minimum disruption.
- Metric
- Number and percentage of incidents resolved per day.
- Practice
- Standardize targets for the IT infrastructure.
- Outcome
- SLAs are in place to track the effectiveness and efficiency of the IT infrastructure.
- Metric
- Percentage coverage of SLAs.
- Practice
- Promote IT infrastructure management for environmental sustainability.
- Outcome
- IT infrastructure is managed for triple bottom-line impact.
- Metric
- Power usage effectiveness (PUE).
- Practice
- Use IT infrastructure technology roadmaps.
- Outcome
- The planning of IT infrastructure is transparent.
- Metric
- Number and availability of approved IT infrastructure roadmaps.
- Practice
- Analyse and rationalize the organization's IT services and workloads.
- Outcome
- IT services start to improve.
- Metric
- Percentage of IT services that are virtualized.
- 4Advanced
- Practice
- Prioritize utilization and availability.
- Outcome
- IT infrastructure scales to match business needs.
- Metric
- Percentage total downtime.
- Practice
- Automate where appropriate.
- Outcome
- Higher levels of automation makes real-time IT infrastructure provisioning increasingly viable.
- Metric
- Percentage automation.
- Practice
- Ensure that feedback from business units and users informs the development, improvement, and utilization of the IT infrastructure.
- Outcome
- The IT infrastructure can be proactively planned to meet the operational, tactical, and strategic objectives of the business.
- Metric
- Frequency of meetings.
- Practice
- Create and use a standard IT infrastructure services catalogue.
- Outcome
- Users can easily access IT infrastructure resources.
- Metric
- Percentage of IT infrastructure services that are available via a standard catalogue.
- 5Optimized
- Practice
- Continuously improve the architecture for agility and integration.
- Outcome
- The IT infrastructure is modular, agile, lean, and sustainable.
- Metric
- IT infrastructure modularity.
- Practice
- Manage the IT infrastructure to support optimal availability and utilization.
- Outcome
- The IT infrastructure complies with SLAs.
- Metric
- Number of SLA breaches by service.
- Practice
- Implement automatic monitoring and self-healing.
- Outcome
- Very high service levels are evident via automatic responses and self-healing.
- Metrics
- System uptime.
- Mean time to recover (MTTR).
- Practice
- Continuously investigate and use new technologies.
- Outcome
- The whole IT infrastructure can be automatically controlled and managed.
- Metric
- Percentage of the IT infrastructure that is automatically managed.
Reference
History
This capability was introduced in Revision 18.04 as an update to Technical Infrastructure Management (16).