Libyan International University

Faculty of Information Technology

Department of Network

:Report Title
Technical Management
:Student
Muaad Ahmed Ali Alhmre
)1423(
 :Introduction
Technology Management is employed to adapt changing environmental
conditions and technological progress as well as to create these
transformations. Based on the dynamic capabilities theory, this paper
conceives technology management as a capability and measures it through
capability maturity model in order to investigate the relationship between
technology management practices and firm performance. The findings of the
empirical study confirm that technology management is an important source
of competitive advantage and it contributes to firm performance in a positive
way.(1)

Technical Management role:

It is the custodian of technical knowledge and expertise related to managing -
the IT infrastructure. In this role, Technical Management ensures that the
knowledge required to design, test manage and improve IT services is
.identified, developed and refined

- It provides the actual resources to support the ITSM Lifecycle. In this role,
Technical Management ensures that resources are effectively trained and
deployed to design, build, transition, operate and improve the technology
required to deliver and support IT services.

Technical Management objectives:

The objectives of Technical Management are to help plan, implement and
maintain a stable technical infrastructure to support the
organizations business process through:

 Well designed and highly resilient, cost-effective technical topology

 The use of  adequate technical skills to maintain the technical
infrastructure in optimum condition
 Swift use of technical skills to speedily diagnose and resolve any
technical skills to speedily diagnose and resolve any technical failures that do
occur.

Generic Technical Management

 Identifying the knowledge and expertise required to manage and
operate the IT infrastructure and to deliver IT services. This process starts
 during the Service Strategy phase, is expanded in detail in Service Design
and is executed in Service Operation. Ongoing assessment and updating of
these skills are done during Continual Service Improvement.
 Documentation of the skills that exist in the organisation, as well as
those skills that need to be developed. This will include the development of
Skills Inventories and the performance of training needs Analyses.
 Initiating training programmes to develop and refine the skills in the
appropriate technical resources and maintaining training records for all
technical resources.
 Design and delivery of training for users, the Service Desk, and other
groups. Although training requirements must be defined in Service Design
they are executed in Service Operation. Where Technical Management does
not deliver training, it is responsible for identifying organisations that can
provide it.

Technical Management Organization:

Technical Management is not normally provided by a single department or
group. One or more Technical Support teams or departments will be needed
to provide technical management and support for the IT Infrastructure. In all
but the smallest organizations, where a single combined team or department
may suffice separate teams or departments will be needed for each type of
infrastructure being used.

 Mainframe team or department if one or more mainframe types are still

being used by the organization.
 Server teams or department often split again by technology types
 Storage department, responsible for the management of all data
storage devices and media

Technical Management metrics:

Metrics for Technical Management will largely depend on which technology is being
managed, but some generic metrics include:

- Measurement of agreed outputs these could include:

- Transactions rates and availability for critical business transactions

- Service Desk training

Technical Management documentation:
Technical Management is involved in drafting and maintaining several
documents as part of other processes(e.g Capacity Planning, Change
Management, Problem Management, etc.) These documents are discussed in
some detail in the relevant process descriptions. However, there are some
documents that are specific to the Technical Management groups or teams
who will provide document management and control for documents relating to
the technology under their control.

Reference:
https://www.researchgate.net/publication/307544301_TECHNOLOGY_MANAGEMENT_CAP
ABILITY_DEFINITION_AND_ITS_MEASUREMENT

https://www.researchgate.net/publication/235286828_Technological_management_Expand
ing_the_perspective_of_management_of_technology

https://pinkelephant.co.uk/it-service-management-2/it-infrastructure-technical-knowledge-
technical-infrastructure/