The Infrastructure and Operations Playbook
12 Steps to Excellence in Managing Infrastructure & Operations
Book a Call to EnrollGet More InfoAdvancing I&O:
Organizational Challenges
Many organizations face the following challenges as they try to drive I&O forward with the organization:
End-user expectations change dynamically and outpace IT capabilities.
Critical processes are immature and informally managed.
Scarcity of skills & resources for modern challenges.
Technology sprawl creates unnecessary costs and risks.
Service continuity risks and immature governance risk derailing your career.
A rapidly expanding vendor ecosystem leads to a lack of control and visibility.
Hybrid and multicloud environments lead to complex and fragmented infrastructure.
Demands for disruptive and innovative technologies are a challenge for core stability and reliability.
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67%Organizations using Info-Tech's IT M&G diagnostic rated their I&O effectiveness at only 67%
M&G Diagnostic -
45%45% of respondents believe that most or all, IT skills will need to change over the next five years.
2025 IT Tech Trends survey
12 Insights for Infrastructure & IT Operations Excellence
Understanding the 12 insights is imperative to overcoming your most prominent challenges and systematically improving IT for the future.
1
Always build toward user autonomy.
2
Prioritize workload reduction over process efficiency.
3
Develop instead of hire for in-demand skills.
4
Evolve from asset management to asset intelligence.
5
Eradicate friction from governance.
6
Prioritize vendors according to value and criticality.
7
Reduce platform complexity.
8
Cut KTLO to fuel innovation.
9
Fund resilience only where it matters most.
10
Map business goals as your technology roadmap's destination.
11
Tag and track resources for real-time visibility and control.
12
Integrate feedback loops for continuous optimization.
The Infrastructure and Operations Playbook
12 Steps to Excellence in Managing I&O
Our 12-step process has been proven across maturity levels, and each step comes with a matrix of methodologies, tools, and templates that's right for you.
Structured, Actionable, 12-Step Framework
Clear activities to delegate to your team
Customizable initiatives with measurable results
Our highest-value advisory engagements
A proven path to I&O excellence
1
Jan
End-User Experience
Always Build Toward User Autonomy
Assess End-User Satisfaction
Elevate IT Satisfaction by Strengthening Stakeholder Relationships
Standardize the Service Desk
Optimize the Service Desk With a Shift-Left Strategy
2
Feb
Service Delivery
Prioritize Workload Reduction Over Process Efficiency
I&O Core Process Self-Assessment
Improve Incident and Problem Management
Optimize Change Management
Deploy AIOps to Improve IT Operations
3
Mar
Workforce Development
Develop Instead of Hire for In-Demand Skills
Design the IT I&O Organization of the Future
Map Technical Skills for a Changing Infrastructure & Operations Organization
AI Workforce Development
4
Apr
Asset Management
Evolve From Asset Management to Asset Intelligence
Develop an IT Asset Management Strategy
Harness Configuration Management Superpowers
Build and Execute an Enterprise Device Management Strategy
5
May
Governance & Compliance
Eradicate Friction From Governance
Develop Infrastructure & Operations Policies and Procedures
Manage Your Technical Debt
Govern Microsoft 365
Mitigate the Risk of Cloud Downtime and Data Loss
6
June
Supplier Management
Prioritize Vendors According to Value and Criticality
IT Service Management Selection Guide
Vendor Contract & Cost Optimization
Effectively Acquire Technology Services
7
July
Platform Design
Reduce Platform Complexity
Build your Infrastructure Platform Engineering Capability
Empower Your Business With a Proven Cloud Strategy
Build Seamless IT Operations with Automation
Transform Data Center Strategy With a Business-Driven Approach
8
Aug
Future Tech & Innovation
Cut KTLO to fuel innovation
Assess Infrastructure Readiness for Digital Transformation
Harness AI to Reduce the Cost and Effort of KTLO in IT Operations
Exploit Disruptive Infrastructure Technology
9
Sept
Risk & Operational Resilience
Fund Resilience Only Where It Matters Most
Create a Right-Sized Disaster Recovery Plan
Plan Your IT Monitoring Journey
Improve Organizational Resilience with a Tabletop Program
Manage Your Capacity to Increase Your Availability
10
Oct
Strategy & Roadmap
Map Business Goals as Your Technology Roadmap's Destination
Build a Strategy to Modernize Your Infrastructure
Build a Service Management & IT Operations Strategy
Build a Strategic Infrastructure Roadmap
11
Nov
Cost & Resource Optimization
Tag and Track Resources for Real-Time Visibility and Control
Get Started With FinOps
Create a Transparent and Defensible IT Budget
Staff the Service Desk to Meet Demand
12
Dec
Continuous Improvement
Integrate Feedback Loops for Continuous Optimization
Build a Continual Improvement Program
Take Control of Infrastructure and Operations Metrics
Career Self-Assessment
Legend
Assessments & Diagnostics
Strategy & Planning
Implementation & Training
Benefits of the Program
Your Infrastructure & Operations department has the potential to be the powerhouse that drives your organization to new heights. With our targeted improvement plan, you won't just keep up - you'll redefine the game. Let's make Infrastructure & Operations the catalyst for your next big success.
A Proven Methodology
A proven methodology to lead IT, serving as a consistent career guide and offering a superior alternative to ad hoc advisory engagements.
A Structured Framework
A structured framework with 12 actionable steps and 8 key insights for core IT functions.
High-Value Advisory Engagements
High-value advisory engagements that deliver tangible results and valuable experiences.
Clear Activities You Can Delegate
Clear activities you can delegate to your team with Guided Implementations and actionable best practices.
Customizable Initiatives With Measurable Results
Customizable initiatives with measurable results that align with your organizational, departmental, and personal goals, with annual proof of improvement.
How Infrastructure & Operations Systematic
Improvement Works:
Commit to your Evolution
- Contact your Counselor to learn more about the Infrastructure & Operations Playbook.
- Become familiar with the Infrastructure & Operations Playbook benefits, steps, expectations, and deliverables.
Assess your Team Performance
- Build your Infrastructure & Operations scorecard based on your personal success metrics and targets.
- Conduct your Annual Infrastructure & Operations Department Assessment by evaluating your team’s performance of each step based on your current business context and performance goals.
- This will result in a prioritized set of steps for which to leverage Info-Tech’s support in your first year.
Customize Your Playbook
- Create your individual systematic improvement key initiatives plan, which will include your top 2-3 Playbook initiatives with your Counselor.
- Leverage Info-Tech's Diagnostics, Advisory Guided Implementations, Workshops, and Consulting experiences to customize and expedite your progress.
- Identify key contributors to the 12 monthly steps (direct reports) and delegate.
Stay on Track & Accelerate
- Quarterly, connect with your Counselor to review progress on the remaining Playbook activities and determine if you would like additional assistance with any of them.
Celebrate Wins & Evolve
- At the end of each year, you will review and measure your progress across each of the 12 areas through quantifiable success measures.
Be Future Ready. Get Your IT
Department Started Now.
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