Gartner Research

Organizing for IT Infrastructure and Operations: Trends and Best Practices

Published: 23 January 2006

ID: G00137083

Analyst(s): Jay E. Pultz, Ed Holub, Donna Scott


To improve their responsiveness to business needs, IT infrastructure and operations organizations must move away from a traditional technology orientation and focus on clients, processes and the delivery of services.

Table Of Contents
  • Key Trends That Influence IT I&O Organizational Design
  • Organizational Styles — Centralized, Decentralized, Federated
  • I&O Roles and Associated Responsibilities
    • Business Management of IT I&O
    • IT I&O Strategy, Planning and Architecture
    • IT I&O Production Engineering (aka Infrastructure Engineering or Technical Engineering)
    • IT I&O Pre- and Post-Production Integration Testing and Release Management
    • IT Operations and Services (aka Service Delivery Management)
  • Characteristics of World-Class IT I&O Organizations
    • Use a Methodical Approach to Designing Organizations
    • Manage the Frequency of Reorganizations
    • Remove Organizational Barriers to Workflow and Processes
    • Grow a Flexible Workforce
    • Use Matrix Management for Process Accountability

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