L’ICT Infrastructure Management - ICT IM - (ICT Infrastructure Management) deals with the challenges associated with the management of ICT, and includes the management and administration, design and planning, technical support, development and operation.
ICT IM process is closely associated with the ICT infrastructure on which services run, and it is responsible for the management of a service during all phases of its lifecycle, from definition of requirements, through design, feasibility, development, implementation, testing, implementation, optimization and final retirment. The stages of operation and optimization are the responsibility of the processes of ICT Operations and must ensure that all operational events are properly managed and that they are all centred service objectives.
The area of management and administration (Management and Administration) of ICT IM is responsible for creating an appropriate environment in which it can be kept a safe infrastructure for the provision of business services of quality now and in the future. The objective is to improve the effectiveness and efficiency of ICT, with the maintenance of overall quality of IT services provided.
The manager of ICT also plays a coordinating role as part of the Business Change, through work with the ICT Steering Group (ISG), through participation in quality and audit, and even in the management of a crisis. They also need to ensure that support processes are activated, so that all other areas of IT, to operate effectively and efficiently.
This requires to involve all other ITIL ® processes, during all periods of the lifecycle of the service.
The function of planning and design (Design and Planning) is responsible for all that is strategic about ICT. It will contact the business regarding future programs and the information provided and will consult all other areas of business and IT for the development of programs, architectures and strategies required for the provision of current and future business solutions. One of the main activities of Design and Planning is to include all requirements for a new service, not just functional and assure they will be taken into consideration at an early stage and at each subsequent stage of the lifecycle of the service. This ensures that services are designed for "operational excellence" and that all the needs of business, Service Delivery, Service Support, the operating and maintenance requirements have been included as soon as possible and in time more effective and more convenient for costs, within the lifetime of service.
The processes of implementation (Deployment) develop new and / or changed ICT solutions for business depending on the quality, costs and time. Deployment involves mainly the agreed projects and planning methodology to ensure that new ICT solutions are provided to the business with minimal negative impact on business processes and the operation. This can be achieved through close liaison with the business by agreeing about training, methodologies, and processes of transfer and acceptance criteria.
The services and IT operating environments are managed and controlled within the Operations Management. The Operation uses all means available to ensure that all services and components meet the operational objectives, as agreed with the business and the other teams in the SLA and OLA. The Operation is therefore also responsible for the adjustment and optimization of all operational areas of ICT.
The Technical Support (Technical Support) ensures that the necessary support, knowledge and skills are available to support the entire service provided from ICT IM, managing a team of technical experts to provide high level information and the current driving resources for research and development of new technological solutions, and technical support to third level for all other IT areas.