What is IT infrastructure management? - GulfToday

What is IT infrastructure management?


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IT Infrastructure Management (ITIM) is a modern approach to the management and organization of IT services, focused on meeting the needs of the company's business activities. It can be managed by a team of outsourcers or in-house IT specialists. One way or another, any IT solutions should help the company develop and make a profit. If this does not happen, then the management of the company's IT infrastructure should be adjusted. To do this, you should contact a trusted services provider that offers IT infrastructure solutions in Dubai and Abu Dhabi.


A few decades ago, IT departments were solely responsible for the technological reliability of processes in enterprises and companies. IT departments were treated as auxiliary. No one thought about how their work affects the activities of the enterprise as a whole.


Infrastructure was often formed spontaneously in response to business challenges. IT services had a complicated and illogical structure from both the technical and process side. This resulted in two main problems:

  • with reporting: it was difficult to calculate service costs, draw up financial reports, maintain statistics and generate forecasts;
  • with financial returns: it was difficult to track whether investments in the development of IT infrastructure management affect the growth of the efficiency of the business itself.

Over time, it became obvious that in order for IT departments to help the business, all processes must be transparent. This requires effective management of the information infrastructure — with clear goals, objectives, roles and responsibilities. The first attempt to systematize successful experience was ITIL.


ITIL or IT Infrastructure Library is a collection of the best practices and models of IT infrastructure management in international history. The description of practices in ITIL prevails over theory: the description is carried out through the life cycle of the service, and key success factors for implementation are also given. You can get acquainted with the database on the official website of ITIL.


But let's get back to practical information. At the initial stage, the solution of management tasks involves identifying the results expected from the work of IT services, an objective assessment of the state of the IT management system and subsequent planning of measures aimed at its optimization. 


In each specific case, an individual concept for the development of an IT infrastructure management system should be developed. In Dubai and Abu Dhabi, a reliable services provider will help you with IT infrastructure solution. The main tasks facing the head of the IT department are prompt response to requests from employees of the enterprise and the rapid elimination of emerging failures. To solve them, it is necessary to organize a high-quality user support service. Support Service Requirements:

  • automatic registration of incoming applications;
  • a well-established and strictly regulated support process;
  • availability of a process control and optimization system;
  • the ability to assess user satisfaction;
  • training of personnel to work with the automated system.

To implement a quality IT infrastructure in your organization, you need to complete several steps.

1.Make a system audit

Before making any changes to the system, it is necessary to carefully analyze what state it is in and what is happening in it. This is where an audit helps. The purpose of the audit is to find out how the current system and its design meets the needs of the organization.

2.  Form a plan

When there is an understanding of the state of the IT structures of the organization, you can proceed to the definition of goals and development strategies. At this stage, it is necessary to develop a management concept and draw up clear requirements for the processes.

3.Implement Service Desk

At this stage, it is worth taking care of the interests of users. In some cases, for competent processing of requests from external customers, it is necessary to form a support service (Service Desk). This service will allow you to clearly regulate support processes, automatically process incoming requests, and evaluate users' satisfaction.

4.Select monitoring tools

Regular monitoring helps to control the performance of the system, as well as track even small changes. In some cases, timely monitoring helps to identify and prevent failures.

5.  Maintain IT infrastructure management

If the management system is built and put on stream, all that remains is to properly maintain it: control the processes of planning, deployment and provision of IT services.

Consistent and clear execution of actions will ensure the smooth and reliable operation of your IT model. At any stage of the search for an IT infrastructure solution, you can seek advice from a service provider from Abu Dhabi and Dubai. Once a working model is up and running, the key thing to remember is that it requires ongoing maintenance, monitoring, and operational support.