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ITIL Managers- Roles and Responsibilities

By Samantha D'souza Last Updated on Jun 22, 2021

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 purpose of introducing the ITIL was that there is a want of the IT services quality gotten by the British Government so that they can find a technique to accomplish better quality and inexpensive price. The objective of the IT Infrastructure Library was to provide IT services in a very actual and well-organized way. In other words, their aim can be defined as a “catalog of top practices” for the IT Firms.

The Infrastructure Manager (IM) is the responsible 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. Typically, the services under the Infrastructure Manager are supporting sufficient, that enables the flexible delivery for those consumers who are using IT services. In simple terms, the Infrastructure Manager takes care of all, right from pulling and delivery, to managing the internet service provider.

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Leader to the Infrastructure Manager:

In bigger organizations, the Infrastructure Manager may report to an Operations Director that oversees additional zones. The Infrastructure Manager works by meeting next to the service desk, security, development, and project managers to transport IT services to the organizations.

Suggested Read: Guiding principles for ITIL practitioners

Usually, the Infrastructure Manager has 3 focused functional areas, as follows:

Networking – The IM manages the employees and gadgets that includes the switch, routers, and in some cases security devices like firewalls. In larger organizations, the firewalls are 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 minor organizations, this can be the apprehension of the Infrastructure Manager.

Servers – The Infrastructure Manager should have a decent command over the server technologies. This includes- operating systems, 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 capable of all types of physical and fiber optic cabling. The large organizations have teams captivating care of physical network cabling. IM has to oversee the events of these teams.

The Infrastructure Manager is also answerable for founding strong partnerships with the vendors, to provision 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.

Also read: Benefits of ITIL certification

The most important role of the Infrastructure Manager is to confirm that the teams are enduring by the standards and processes at work. Technology infrastructure is more intricate. This difficulty is simplified to some degree by establishing standard approaches to work. These processes enable organizations to adopt the changes and be more responsive.

The Infrastructure Manager must be able to select the right technology that permits the organization to move frontward, in its place of waiting for an IT department. Also, the Infrastructure Manager should be able to set up an approach that the CIO and other executives can understand and collaborate.