In ITIL terms, 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.
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 workflows that satisfy current and future requirements. The work spans the product lifecycle of research, selection, introduction, maintenance and sunsetting of all IT infrastructure components. The teams determine the best technological path for the organization going forward and commission the work to attain the goals. For example, the IT architecture team may determine that pagers are no longer a supportive technology and that cell phones are a better, more cost-effective solution. The team would formally sunset pager use, giving all parties concerned a specific date to convert to the new technology. Deployment processes would be used to introduce the new technology - cell phones - into the production environment by the specified date.
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 provides Level 3 problem determination support to the entire IT community. They 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 configuration and specification 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.
TeamQuest Surveyor can assist planners in understanding how much applications are used, helping determine if the applications still meet business requirements and if the value to the organization exceeds the ongoing maintenance costs. TeamQuest tools can also help identify any applications that are having chronic issues perhaps due to age and/or reduced vendor support.
TeamQuest Analyzer helps measure progress and quality of new applications and hardware as it pertains to meeting Service Level Agreements (SLAs). Performance problems undetected in the testing process can be quickly identified during deployment processes so corrective actions can be escalated and quickly completed to minimize negative impacts to the business and customers. Fewer poor performing applications introduced into production leads to more satisfied customers.
TeamQuest Analyzer can be employed to assist the Enterprise Command Center (ECC) in monitoring the health of applications and IT infrastructure. The tool's capabilities permit an enterprise end-to-end view of application performance, permitting ECC staff to more quickly react to application problems. Operations technicians can employ TeamQuest Predictor to help job schedulers understand the impact of schedule changes. Doing so ensures agreed upon deadlines are met and business units get the required data when they need it.
TeamQuest Predictor assists in the configuration specification part of estimating processes by helping technicians to "test drive" different hardware and operating system software combinations in order to approximate the benefits before spending substantial time and money to perform pilot tests in the test lab. TeamQuest Analyzer can provide real-time and historical data to support the Level 3 problem determination process. More timely problem determination results in shorter disruptions to the business, improving staff productivity and resulting in more satisfied customers. Where SLAs exist, shorter diagnostic times can mean the difference between meeting an SLA and paying a penalty.