February 4, 2009

ICTIM (Information & Communications Technology) Infrastructure Management

Posted in Infrastructure Management at 5:27 pm by Molly

ICTIM aims to provide a stable IT and communication infrastructure. Basically, it is the foundation for ITIL’s Service Delivery and Service Support processes. The resources of ICT underpins IS, helps out with all the decision making processes too.

So how exactly will it help?

Instead of the focus of Service Delivery processes being geared towards the business and the organisation’s management structure, and the focus of Service Support processes being geared towards those of the users, ICT sits in the middle of the bull fighting ring, giving benefits to both the business and the users at the same time. The benefits we are talking about are the usual suspects that we have discussed in many other posts, but let’s give you examples again:

    service availability;
    capacity requirements;
    lowering costs;
    reducing risks

… all through reducing, monitoring, anticipating, and initiating corrective actions.

Let’s take a quick look at the processes of ICTIM:

Design & Planning (creation)
Deployment (implementation & rollout)
Operations (day to day management)
Technical Support (guarantee the delivery of services)

Policy > Strategy > Plan >> Prove >> Deploy >> Operate >> Obsolete

(Design & Planning) >> (Tech Supp) >> (Deployment) >> (Operation) >> (Admin)

ICTIM is the operational arm of the Service Delivery and Support processes. Planning and control will always fall under the jurisdiction of the process owner though, so when we talk about introducing a change management process, its owned by the Change Management process (owner) but operationally is implemented via ICTIM. A further example, would be to undertake the recovery actions (as stated within the Incident Management process and ITSCM process. In fact, the ICTIM act as the mediators between Delivery and Support, bearing in mind the requirements of the users and the business, delivering ICT strategies and plans, keeping their hand in new technologies in the marketplace, building relationships with suppliers, application management (the design, gathering requirements, developing them within projects etc.).


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