ITIL Manager- Roles and Responsibilities

The IT Infrastructure Library (ITIL) was developed at the end of the 1980s by the Central Computing and Telecommunications Agency (CCTA), a government agency in Great Britain. The reason for introducing the ITIL was that, there is a need of the IT services quality obtained by the British Government, so that they can find a method to achieve better quality and cheaper price. The objective of the IT Infrastructure Library was to provide IT services in a very effective and efficient way. In other words, their aim can be defined as a “catalogue of best practices” for the IT Firms.

The Infrastructure Manager (IM) is the liable entity for Infrastructure Library. The Manager has to make important decisions on the design, installation, maintenance, and the systems and manpower, which form the nucleus of an organization. Usually, the services under the Infrastructure Manager are supporting enough, that enables the flexible delivery for those customers who are using IT services. In simple terms, the Infrastructure Manager takes care of everything, right from pulling and handover, to managing the internet service provider.

Leader to The Infrastructure Manager

In larger organizations, the Infrastructure Manager may report to an Operations Director that oversees additional areas. In smaller organizations, the Infrastructure Manager will report to the CIO or senior leader in an IT organization. The Infrastructure Manager works by sitting next to the service desk, security, development, and project managers to deliver IT services to the organizations.

Generally, the Infrastructure Manager has 3 focussed functional areas, as follows:

• Networking: The IM manages the employees and gadgets that includswitchestch, including routers, and in some cases security devices like firewalls. In larger organizations, the firewalls is the responsibility of the security team, so in that case, IM has to build a strong relationship with the security team to ensure smooth working. In very small organizations, this can be the responsibility of the Infrastructure Manager.
• Servers: The Infrastructure Manager should have a good command over the server technologies. This includes- operating systems, and physical and virtual servers. The storage, backups, and disaster recovery servers are usually the responsibility of the server team and the IM.
• Physical Cabling: The Infrastructure Manager must be proficient in all types of physical and fiber optic cabling. Large organizations have teams taking care of physical network cabling. IM has to oversee the activities of these teams.

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The Infrastructure Manager is also responsible for establishing strong partnerships with the vendors, to support the hardware and software applications. This includes clearing access agreements, initiating service level agreements, and finalizing contracts. Thus, IM is responsible for Vendor Management also.

The most important role of the Infrastructure Manager is to ensure that the teams are abiding by the standards and procedures at work. Technology infrastructure is more complex. This complexity is simplified to some extent by establishing standard methods of work. These procedures enable the organizations to adopt the changes and be more agile.

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The Infrastructure Manager must be able to select the right technology that allows the organization to move forward, instead of waiting for an IT department. Furthermore, the Infrastructure Manager should be able to set up a strategy that the CIO and other executives can understand and cooperate.