ITSM Infrastructure Management

What makes up an IT infrastructure? It consists of hardware, software, facilities, and service components that enable the
delivery of business and IT processes. Just like constructing a physical road, its management involves planning, building,
maintaining, fixing, and securing infrastructure by professionals. They create a pathway where data can run on. It also
maintains and regulates access and behavior of the data passing through it.

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In addition, IT infrastructure management ensures that the requested

information is received by its intended user or application – whether it is in-
house software, websites, mobile apps, spreadsheets, documents, reports, or
email among others.

What items are considered as IT infrastructure?

Here are some components that make up an IT infrastructure.

Power (electrical service, generators, PDUs, etc)

Telecommunications, cabling, and wireless
Switches and routers
Firewalls and Infrastructure Security
Servers and Server Rooms/Data Centers
Cloud infrastructure
Service components (operating systems, firmware, applications, user provisioning, etc.)

What does not belong in the group of IT

infrastructure?
Here are several things that are not usually included as IT infrastructure:

Application development – this is typically supported by application developers or Agile function.

Database analysis and reporting (including business intelligence and big data)
People, processes, and documentation may play an important role in managing infrastructure but they are not
traditionally considered a segment of IT infrastructure.

However, note that there are several unclear areas, specifically when considering other IT infrastructure-focused
professions like Data Center Manager, Network Manager, Database Administrator, Application Support, Service Desk
Management, etc.
Who Handles IT Infrastructure?
Being an IT infrastructure manager requires a specific set of capabilities. Technicians, project managers, and high-level
staff (directors and CIOs) responsible for the infrastructure should have these skills:

Technicians – understand how to install and set up infrastructure components.

Project manager – determine and direct infrastructure changes.
Higher-level staff – knows the architecture, budgeting, specifications, and the goal of each infrastructure function.

To dive deeper, anyone managing IT infrastructure should know how to handle hardware, software, and network.

1. Hardware infrastructure management

This involves the selection, installation, deployment, maintenance, and configuration of the hardware in the infrastructure.
Technicians should also know how to manage the cloud infrastructure services that the organization uses.

Technical skills you need to deal with hardware infrastructure management:

Installation

Fixing Issues

Updating Hardware

Configurations

2. Network Infrastructure Management

Network infrastructure management covers all hardware and internet components that must be configured to move data
and authorize internal and external access of your infrastructure. The network infrastructure arranges your hardware so
that all network nodes can communicate with each other while ensuring your safety against threats.

3. Software Infrastructure Management

Software infrastructure management involves the management of application and utility software that works on cloud
servers and in-house. The skills needed in this area include the installation, configuration, application of updates, as well
as maintenance of hypervisor, operating system, and server utility programs (email, monitoring, job scheduling, customer
relationship management, and other third-party software). It is also responsible for user provisioning and security for
system access and some applications

ITIM: Delivering Business Value

IT infrastructure refers to the physical and/or virtual technology resources, such as servers, storage, networks, client
hardware, middleware, and operating systems software, that organizations use to deliver IT services. It can be operated
and maintained by a managed service provider or an external supplier as dedicated, shared, or cloud services.

Meanwhile, infrastructure management oversees the hardware, software, and network of an organization. It is also
responsible in looking after the facilities that an organization uses to run its IT infrastructure.

Under IT infrastructure management, there’s also the practice of providing the technology needed to support activities
that generate value for the company and its stakeholders. Machine learning, chatbots, artificial intelligence, mobile device
management, and business mobility management are examples of emerging technologies that can be implemented.

Tools that can be used for ITSM infrastructure management and monitoring:
Remote Management and Monitoring (RMM): Organizations with a large number of devices can be difficult to manage.
With RMM, the management and maintenance of these infrastructures will be a breeze.
Patch Management: Automated patch management system makes sure that systematic patches are applied timely to
protect the enterprise against security vulnerabilities.

Mobile Device Management: Responsible for managing and monitoring both in-house and external devices that connect
to the network from outside.

Summary
Infrastructure management is the overall supervision of critical operation components including hardware, software,
policies, procedures, and facilities. Those who are handling infrastructures must be equipped with proper knowledge and
skill sets to effectively transform their organization’s process. Some tools that are being used to monitor infrastructure
are RMM, Patch Management, and Mobile Device Management.

ITarian provides a wide array of expertise and services to help organizations manage their infrastructure. Call us today to
know more how we can help improve your processes.

Jira ITSM

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