IVI Framework Viewer

Technical Infrastructure Management

TIM

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).