IT Infrastructure Map

This map has been developed by november ag and is published under the Creative Commons Attribution-ShareAlike 3.0 Unported License.

Version 1.8 / May, 2012 november ag

IT Infrastructure Map Background

The IT Infrastructure Map represents from our view on a common sense component model of a generic IT infrastructure environment. According to the component model we identified competence areas (columns) and management layers (rows) and allocated the components accordingly. Each component can have its own standards, processes, etc. and can be operated in- or outside the enterprise The model can serve as a basis to assess maturity, costs, priorities, application coverage, etc. and visualize it in a so called heat map. Once heat maps are developed they support communication very effectively One A4 sheet for a quit complex subject.

page 2

IT Infrastructure Map V1.8 | Copyright 2012 november ag, Switzerland

The Elements of a Component Map

A component is a part of a theme that has the potential to operate autonomously, for example, as a functional unit, or as part of an outsourcing arrangement.
Business Administration

Columns are competencies, defined as areas with characteristic skills and capabilities, for example, product development or supply chain.
Financial Control and Accounting Portfolio Planning Compliance Sales Management Fulfillment Planning Reconciliatio n

New Business Development

Relationship Management

Servicing & Sales

Product Fulfillment

An Operational Level characterizes the scope of decision making. The three levels are: Strategic Management is about strategy, overall direction and policy. Operational Management is about monitoring, managing exceptions and tactical decision making Execution is about doing the work

Strategic Mgt

Business Planning Business Unit Tracking Staff Appraisals

Sector Planning Sector Management Product Management Product Directory

Account Planning Relationship Management Credit Assessment

Sales Planning

Fulfillment Planning

Ops Mgtl

Executio n

Staff Administratio n

Sales Credit Administratio n

Product Fulfillment

Customer Accounts

Production Administratio n

Marketing Campaigns

Customer Dialogue Contact Routing

Document Management

General Ledger

page 3

IT Infrastructure Map V1.8 | Copyright 2012 november ag, Switzerland

IT Infrastructure Map - Structure

Business IT Demands, e.g. application roadmap, capacity, availability, access and performance Etc. HR Finance

Scope of IT Infrastructure

Transformation Governance (Strategy, Service, Supplier, Account and Financial Management) Network Enterprise computing Application Delivery End user computing

Strategic Management

Operational Management

Constraints, e.g. compliance and security

Execution

To grasp the complexity of IT Infrastructure we distinguish 7 different competence areas that are in direct scope and are further structured into
- Strategic

Management - Operational Management - Execution

page 4 IT Infrastructure Map V1.8 | Copyright 2012 november ag, Switzerland

IT Infrastructure Map Overview

Governance
Infrastructure Strategy, Architecture Technology Strategy Sourcing Strategy Business Continuity Management

Compliance & Security

Compliance & Security Framework

Network

Enterprise Computing
Data Centre Strategy & Roadmap

Application Delivery

End User Computing

Messaging & Collaboration Strategy

Infrastructure Transformation
Project Portfolio Management Transformation Strategy & Business Alignment Change Management Program & Project Management Program & Project Office

Strategic Management

Strategy and Roadmap

Data Centre Concept & Design Cloud / Virtualization

Application Strategy Client / Mobile / Messaging Roadmap App Life Cycle Management External Collaboration Platforms Mobile Integration Directory Management

Service Management

Quality Management & Sec. Management Process & Document Management Security Infrastructure Management Identity Management

Network planning Bandwidth and Service Management Intrusion Prevention Management

Capacity Planning

Operational Management

Financial Mgt; Pricing & Cost Allocation Supplier Management Account Management Service Management Reporting Procurement

Printer Management

Factory Management
Asset & Licence Management

Data Centre Management

Manage PKI, Certificates Security & Compliance Reviews Anti Virus Ops Identity & Resource Operations

WLAN, LAN, WAN Voice Acceleration Firewall

Packaging Distribution and Patching Virtualization

Client Operations Project Delivery Messaging Operations Support through Service Desk

Execution

Data Centre Operations

Contracting Selling

Monitoring & Reporting

Staging and Deployment

Training

page 5

IT Infrastructure Map V1.8 | Copyright 2012 november ag, Switzerland

IT Infrastructure Map Governance

Governance
Infrastruct. Strategy, Architecture Technology Strategy Sourcing Strategy Service Management

Sets overall framework for IT infrastructure [objectives, plans, initiatives, financials and resources], steers the infrastructure towards to the overall objective and controls the objectives on a regular basis
Description how infrastructure serves the overall IT / business development (alignment), infrastructure Governance Strategy with objectives, initiatives, KGIs, financials, HR, road map and architectural view (components, layers) TOGAV Particular view of strategy, what technology development is expected (market view) what technology is needed or how technology will be used for different part of business and IT / infrastructure services. [can be combined with Strategy] Personas Describes how sourcing for operations and projects will be organized. Major elements are target model, required initiatives, contractual constraints / models, financial impact and risk management. Description of service landscape, process overview and service levels ITIL Based on services this is the description of service elements, their pricing, budget impact, basic agreement with the business for adequate charge back mechanisms, regular review and adaptions TCO Processes, Systems, Policies and Guidelines to transparently manage suppliers according to the Sourcing Strategy Maintains the link between Business-IT, and IT Infrastructure. Define demand on longer term, needed technology and financial constraints

Strategic Management Operational Management

Financial Mgt; Pricing & Cost Allocation Supplier Management Account Management Service Management Reporting Procurement

Based on Service Management and Financial Management this is the day-to-day reporting of the KPIs against the defined targets in the SLAs According to the Sourcing Strategy and Supplier Management this is the day-to-day handling of requests, POs, exceptions, time capturing, skill selection, forecasting and reporting. Long and short term contracting of suppliers, contract handling and contract reporting Selling services to the business IT

Execution

Contracting Selling

page 6

IT Infrastructure Map V1.8 | Copyright 2012 november ag, Switzerland

IT Infrastructure Map Compliance & Security

Compliance & Security Strategic Management
Compliance & Security Framework

Defines and maintains all required processes, policies and resources to become and remain compliant to the relevant regulations.
Overall compliance and Security framework. Defines objectives, governance / organization to become and remain compliant with the relevant external / internal regulations. Makes sure policies and ownership are defined. CSV, ISEC

Business Continuity Management

Provides and maintains a framework, analysis and management of risks and adequate counter measures on IT infrastructure level to ensure business (IT) continuity.

Quality Management & Sec. Management

Management of QM and Security processes in operations and projects. Provides trainings and makes sure necessary compliance level is being kept. Provides and maintains necessary tools to manage all lifecycle system and project management documents as well as security documentation on a corporate level. Ops Management of security relevant infrastructure e.g. access mechanism, firewalls, corporate virus protection, etc Manage processes for end-to-end identity process management. From HR through App management to infrastructure access management based on identities, Policies and processes for certificate management; Agreement with customers & partners for certificate acceptance

Operational Management

Process & Document Management Security Infrastructure Management Identity Management Manage PKI, Certificates Security & Compliance Reviews Anti Virus Ops Identity & Resource Operations

Ops management of certificates (user and device) , PKI infrastructure, incident management
Execution of regular system and organizations reviews to ensure minimum compliance to the defined policies Day-to-day operations of virus identification, pattern update, corporate reporting Day-to-day management of (company wide) identities

Execution

page 7

IT Infrastructure Map V1.8 | Copyright 2012 november ag, Switzerland

IT Infrastructure Map Network

Network The network as the connectivity element in the IT infrastructure is core for todays collaboration services and business applications. A clear road map and service management are crucial for reliability and security.

Strategic Management

Strategy and Roadmap

Particular strategy and roadmap for the overall network, technology, providers and financials. Infrastructure services as well as Business IT development have to be considered. In scope are WAN, LAN, Voice, Video and WLAN communication. Components are Router, Switches, Firewalls, etc Close collaboration with security e.g. for device certificates, etc. Integration of mobile devices networks and their network providers

Network planning

Short and mid term planning of extensions based on demand forecast, Determine where and what acceleration can be used

Operational Management

Bandwidth and Service Management

Intrusion Prevention Management

Define and maintain network services with associated costs

Overlap with security infrastructure management?? Management of on network level

WLAN, LAN, WAN Voice / Video

Daily operations of WLAN, LAN and WAN. Incident / Problem solving, monitoring, extensions, etc, physical management and wiring

Voice and Video services on network layer, monitoring

Monitor acceleration software in network and client parts, manage use of acceleration for other services e.g. software software distribution Operate firewall services, monitor events, provide exceptions for testing, keep software up to date.

Execution

Acceleration Firewall

page 8

IT Infrastructure Map V1.8 | Copyright 2012 november ag, Switzerland

IT Infrastructure Map Enterprise Computing

Enterprise Computing Strategic Management
Data Centre Strategy & Roadmap Data Centre Concept & Design Cloud / Virtualization

Provides enterprise wide computing based on data centres and / or cloud services. A well planned and aligned approach with business, security legal and compliance ensure adequate service levels.
Define and maintain DC mid- and long term development. Observe DC technology, define locations, give financial forecast, determine demand from business (IT); High level processes, Printer concept Design of DC: Layout, Floor plan Management, green DC approach, disaster recovery Observe cloud market. Define criteria when move application to the cloud, liaise with legal, security and compliance

Capacity Planning

Short term capacity planning and floor plan management, equipment, service forecast, financial planning,

Operational Management

Printer Management

Service Management, reporting, provider management

Data Centre Management

Skills planning / management, HR / Shift management, configuration- and change management, reporting, financial management

Execution

Data Centre Operations

Operate Servers, NAS, network, security, physical access, power infrastructure, A/C management, (housing) etc.

page 9

IT Infrastructure Map V1.8 | Copyright 2012 november ag, Switzerland

IT Infrastructure Map Application Delivery

Application Delivery Strategic Management Provides an enterprise wide infrastructure to distribute software, changes and patches to a variety of devices

Application Strategy

Defines how applications are built and what distribution / access mechanism they have to support (e.g. web enabled apps, Virtualized apps, fat apps, etc.) Define and maintain the strategy how new applications, changes and patches are distributed to the IT infrastructure (Clients, Servers, mobile devices). Describes how end users have access to the software repository and how licenses are being (back) charged.

App Life Cycle Management

Defines and maintains apps life cycle management process, maintains software inventory and provides policies for standard software Manages the software request process, acts as interface to the SW packaging team maintains, sets up software configuration management to manage the software dependencies, identifies and trains applications owners Tracks assets and licenses, manages the overall asset and licence management processes, provides reporting to the management

Operational Management

Factory Management Asset & Licence Management

Packaging Distribution and Patching Virtualization

Prepares packages and patches for the entire environment. Follows the processes and reports against KPIs Prepares distribution and replication on enterprise level, patching of devices (clients, servers, mobile devices) Makes sure virtualization infrastructure is up and running Monitoring & Reporting

Execution

Monitoring & Reporting

page 10

IT Infrastructure Map V1.8 | Copyright 2012 november ag, Switzerland

IT Infrastructure Map End User Computing

End User Computing Strategic Management
Messaging & Collaboration Strategy Client / Mobile / Messaging Roadmap External Collaboration Platform

End User Computing delivers collaboration and application services in a managed way to the (mobile) user.

Define how to increase efficiency and effectiveness in collaboration based on technologies, processes and principles.

A road-map which shows how the collaboration will be developed in terms of functionality (technology) and geographical scope over time.

Define and maintain a simple (web based) temporary access for externals to shared information without to follow complex registration process ; Alignment with legal and security Define and maintain integration of mobile devices e.g. for email, encrypted email and other collaborative applications

Operational Management

Mobile Integration Directory Management

Directory Management, manage resources (computers, printers, certificates, GPOs, groups etc,)

Client Operations Messaging Operations Support through Service Desk

Client Operations, maintain standard builds, 3 rd level support Messaging Operations, maintain back-end Service Desk, follow the sun concept, 1st level support (SPOC) and request management, reporting Staging and Deployment of end user devices support the whole life cycle (HW acquisition, staging, delivery, return, wipe re-stage)

Execution

Staging and Deployment

page 11

IT Infrastructure Map V1.8 | Copyright 2012 november ag, Switzerland

IT Infrastructure Map Infrastructure Transformation

Infrastructure Transformation
Strategic Management
Project Portfolio Management

Ensures that the IT infrastructure unit is able to adapt to changing requirements e.g. from business as well as to new opportunities coming from new technologies.

Translation from Strategy to Portfolio and Project definition; includes periodic project prioritization exercise

Transformation Strategy & Business Alignment

Change Management

Defines how the entire IT infrastructure unit is being transformed to the target operation model; where the priorities are and what financial impact is seen. Also the realistic absorption of change in the organization will be considered.

Makes sure communications, professional coaches and change readiness support changes in the individuals role, environment and behaviour. see also Behavioral Transformation Map.

Operational Management

Program & Project Management Program & Project Office

Program & Project Management to deliver transition projects, leadership, planning, reporting, escalation
Maintains Program & Project Office for financial management, change, risk and issue management and centralized harmonized project reporting

Project Delivery

Carry out the project work according to plan, develop team and improve delivery mode

Execution

Training

Training within Project; Trainings according to compliance requirements, trainings for Methods, PM, project content related trainings e.g. new system usage.

page 12

IT Infrastructure Map V1.8 | Copyright 2012 november ag, Switzerland

IT Infrastructure Map - Example Project Scope

Governance
Infrastruct. Strategy, Architecture Technology Strategy Sourcing Strategy Service Management Business Continuity Management

Compliance & Security

Compliance & Security Framework

Network (NW)

Enterprise Computing
Data Centre Strategy & Roadmap

Application Delivery

End User Computing

Messaging & Collaboration Strategy

Infrastructure Transition
Project Portfolio Management

Strategic Management

Strategy and Roadmap

Data Centre Concept & Design Cloud / Virtualization

Application Strategy Client / Mobile / Messaging Roadmap App Life Cycle Management Factory Management Asset & Licence Management External Collaboration Platform Mobile Integration Directory Management

Transformation Strategy & Business Alignment

Change Management Program & Project Management Program & Project Office

Quality Management & Sec. Management Process & Document Management Security Infrastructure Management Identity Management Manage PKI, Certificates Security & Compliance Reviews Anti Virus Ops Identity & Resource Operations

Network planning

Capacity Planning

Operational Management

Financial Mgt; Pricing & Cost Allocation Supplier Management Account Management Service Management Reporting Procurement

Bandwidth and Service Management

Intrusion Prevention Management

Printer Management

Data Centre Management

WLAN, LAN, WAN Voice Acceleration Firewall

Packaging Distribution and Patching Virtualization

Client Operations Project Delivery Messaging Operations Support through Service Desk Training within Project

Execution

Data Centre Operations

Contracting Selling

Monitoring & Reporting

Staging and Deployment

Not in Scope

Partly in Scope

Fully in Scope

page 13

IT Infrastructure Map V1.8 | Copyright 2012 november ag, Switzerland

IT Infrastructure Map - november ags Expertise

Governance
Infrastruct. Strategy, Architecture Technology Strategy Sourcing Strategy Service Management Business Continuity Management

Compliance & Security

Compliance & Security Framework

Network (NW)

Enterprise Computing
Data Centre Strategy & Roadmap

Application Delivery

End User Computing

Messaging & Collaboration Strategy

Infrastructure Transition
Project Portfolio Management

Strategic Management

Strategy and Roadmap

Data Centre Concept & Design Cloud / Virtualization

Application Strategy Client / Mobile / Messaging Roadmap App Life Cycle Management Factory Management Asset & Licence Management External Collaboration Platform Mobile Integration Directory Management

Transformation Strategy & Business Alignment

Change Management Program & Project Management Program & Project Office

Quality Management & Sec. Management Process & Document Management Security Infrastructure Management Identity Management Manage PKI, Certificates Security & Compliance Reviews Anti Virus Ops Identity & Resource Operations

Network planning

Capacity Planning

Operational Management

Financial Mgt; Pricing & Cost Allocation Supplier Management Account Management Service Management Reporting Procurement

Bandwidth and Service Management

Intrusion Prevention Management

Printer Management

Data Centre Management

WLAN, LAN, WAN Voice Acceleration Firewall

Packaging Distribution and Patching Virtualization

Client Operations Project Delivery Messaging Operations Support through Service Desk Training within Project

Execution

Data Centre Operations

Contracting Selling

Monitoring & Reporting

Staging and Deployment

Some involvement

Experience

Experts

page 14

IT Infrastructure Map V1.8 | Copyright 2012 november ag, Switzerland

Published under Creative Commons License:

You are free to: To Share to copy, distribute and transmit the work To Remix to adapt the work To make commercial use of the work Under the following conditions: Attribution You must attribute the work in the manner specified by the author or licensor (but not in any way that suggests that they endorse you or your use of the work). Share Alike If you alter, transform, or build upon this work, you may distribute the resulting work only under the same or similar license to this one. In the understanding that: Waiver Any of the above conditions can be waived if you get permission from the copyright holder. Public Domain Where the work or any of its elements is in the public domain under applicable law, that status is in no way affected by the license.

page 15

IT Infrastructure Map V1.8 | Copyright 2012 november ag, Switzerland

We support you in the essential things.

november ag Mhlebhl 7 9100 Herisau Switzerland

november ag St. Alban-Vorstadt 108 4052 Basel Switzerland

Your contact: [email protected] Rolf Tschaeppeler +41 79 795 28 44

www.november-ag.ch