4.2 Segmented Infrastructure Model

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4.2 Segmented Infrastructure Model

Decis ion Making & Analys is Framewo rkAbout This Tool

1. Worksheet Tabs: Each tab from A to J represents one of the categories in Info-Tech's Segmented Infrastructure model.

Select the appropriate spreadsheet tab to navigate through the workbook.

2. Weightings: Some categories may mean more or less to you, depending on your particular situation. Take some time to

consider the relative weightings of the ten Segmented Infrastructure categories. If you feel they are all equal, assign a value

of 10% to each one. Otherwise, adjust each in accordance with how critical you feel each is to your overall IT and business

functionality. Ensure the total value - calculated at the bottom - is not above or below 100%.

3. Questions: Carefully read the questions in each category. Answer each as best you can with the knowledge of yourorganization's current-state infrastructure.

4. Answers: To answer the questions, click once on the corresponding Response cell. Click on the arrow and select an

answer from the drop-down menu.

5. Ranking and Results:Averages for each sub-category will be calculated below the appropriate set of questions.

Averages at the top of each lettered sheet outline maturity scores for each category within the Segmented Infrastructure.

Category rankings range between 0 and 4, with 0 representing a relatively immature environment, and 4 indicating robust

maturity.

Note: After you have filled out this spreadsheet, we recommend you print out a copy to capture the recommendations that

will result from the process.

Source: www.infotech.com


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Your Weighting

A Clients

B NetworkC Storage

D Telephony

E Software

F Data

G Security

H Change

I Project Management

J IT Administration

Total 0%

Enter weighting values for each category. Ensure total is not above or below 100%.

4.2 Segmented Infrastructure Model

We recognize that each category within the Segmented Infrastructure Model may be more or less important to an

organization, and that every organization will likely place different levels of importance on each. You can customize this

weighting based on your company's specific needs or requirements. For example, a smaller organization with relatively

simple software implementation issues may wish to place a lower level of importance on the Software category than an

organization that custom builds and supports its own packages.

Instructions: To change the weight of any given category, simply type in the appropriate entries, ensuring that the total is

not above or below 100%. The weighting figures entered here will be automatically updated on the Results tab.

Categor y Weighting s


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Scor ing:

Unweighted

Category

Average

#DIV/0!

S.I. CategoryWeight

0%

Client PCs include all desktop and laptop computers that connect to the corporate network. Proactive management of these resources can result in significant cost savings and increased functionality

# Score Question Response Recommendat

1.1 How are client computers currently managed in your organization?

1.2 Do your support teams use centralized PC management software?

1.3 If you have installed such a system, what % of your equipment does it cover?

1.4 If you have installed such a system, does it generate reports?

1.5 If yes, how are those reports used?

1.6 Have you defined a standard "build" for different roles within your organization?

1.7 Have you implemented a chargeback system to track client-related costs?

1.8 Is your Client PC management system part of your software baseline?

1.9 Have you allocated a budget for maintenance & upgrades for the coming year?

Average for

Subcategory#DIV/0!

Includes all non-PC devices connected to the corporate network, such as printers, scanners, and plotters. As with client PCs, active management of these resources can benefit your organization's bo# Score Question Response Recommendat

2.1 Are peripherals currently being tracked within your organization?

2.2 Do you manage your peripherals alongside your client PCs?

2.3 Do you report separately on peripherals management?

2.4 Do you follow vendor/product guidelines when selecting peripherals for procurement?

2. Peripherals Management

IT Infrastructure Support Functions4.2 Segmented Infrastructure Model - Decision Making & Analysis Framewo

Sheet A - Client PCs & Peripherals

1. Client PC Management


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Scoring:

Unweighted

Category

Average

#DIV/0!

S.I. Category

Weight0%

Refers to all computers dedicated to the management of shared resources within your computing environment.# Score Question Response

3.1 Do you currently have a server inventory?

3.2 How often do you review server deployment?

3.3 Your server operating system choices are based on

3.4As a percentage, how much of your server administration time is allocated to routine server

maintenance?

3.5 How many servers currently exist in your organization?

3.6 What is your organization's employee-to-server ratio?

3.7 Are they uniquely configured for a specific business function, or are they multipurpose?

3.8 Do you have a standard hardware and software build for new servers?

3.9 Who supports your servers?

3.10 Do you have a server management plan?

3.11 Do you have a roadmap for server deployment?

Average for

Subcategory#DIV/0!

IT Infrastructure Support Functions4.2 Segmented Infrastructure Model - Decision Making & Analysis

Sheet B - Servers, Internal, & External Network

3. Servers

4. Internal Network


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Scor ing:

Unweighted

Category

Average

#DIV/0!

S.I. Category

Weight0%

Determines whether your current storage-related management processes are sufficient to support your line(s) of business

# Score Question Response Recomme

6.1 Where is the majority of your end user data currently stored?

6.2 Do you have an acceptable use policy in place for your end users?

6.3 Do you place restrictions on what file types can and cannot be stored on the network?

6.4 What percentage of your network-based storage is currently being used?

6.5 In the past year, have you experienced slowdowns in your network storage?

6.6In the past year, have you experienced space sufficiency problems with your network

storage?

6.7In the past year, have you experienced stability or integrity problems with your network

storage?

6.8As a percentage, how much of your network administration time is allocated to routine

maintenance of your storage solution?

6.9 The majority of your network storage is physically located in

6.10 Who supports your network storage?

Average for

Subcategory#DIV/0!

Even if your current storage solution is adequate, your IT culture needs to internalize storage planning on an ongoing basis to ensure you do not fall behind# Score Question Response Recomme

7.1 Do you currently have an inventory or map of your organizations network storage?

7.2 If so, how often do you review your network storage inventory?

7. Storage Planning

IT Infrastructure Support Functions4.2 Segmented Infrastructure Model - Decision Making & Analysis Frame

Sheet C - Storage Sufficiency & Planning

6. Storage Sufficiency


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Scoring:

Unweighted

Category

Average

#DIV/0!

S.I. Category

Weight0%

Encompasses the ongoing support of all voice-based communication technologies, including PBX, Centrex, etc.# Score Question Response Recomm

8.1 Who supports your telephony network?

8.2 Are telephony-related incidents first routed through your helpdesk?

8.3Does your organization use the same case management processes for telephony as it

does for other types of technology (such as desktop PCs, for example)?

8.4 Can your helpdesk report separately on telephony-related incidents?

8.5Do you follow vendor/product guidelines when procuring voice communications

equipment?

8.6Do you have a voice communications-specific acceptable use policy in place for your

end users?

8.7 The majority of your shared telephony equipment is physically located

8.8 How are end users trained to get the most out of the companys phone system?

Average for

Subcategory#DIV/0!

Investigation of emerging technologies for possible implementation. Like software development, this function requires focus on reducing cost and risk, and improving functionality over time.# Score Question Response Recomm

9.1 Do you currently have an inventory or map of your organizations telephony solution?

9.2 How often do you review your telephony inventory?

9.3 Your telephony procurement choices are based on

9.4As a percentage, how much of your telephony resources time is devoted to routine

maintenance functions?

9. Telephony Planning

IT Infrastructure Support Functions4.2 Segmented Infrastructure Model - Decision Making & Analysis Fram

Sheet D - Telephony

8. Telephony Operations


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Scoring:

Unweighted

Category

Average

#DIV/0!

S.I. Category

Weight0%

Refers to the development and/or modification of software by staff or contract resources. This can apply to net new development, modification of shrink wrap software, or a combinatio# Score Question Response R

10.1 Are software development costs tracked as a separate budget item?

10.2 Who does the bulk of your software development?

10.4 How would you describe your software development practices?

10.5Do you have access - internally or externally - to the skills required to build a new

application?

10.6Do you have access - internally or externally - to the skills required to customize an existing

application?

10.7 Do you use modular or reusable development techniques (on a percentage basis)?

10.8Do you differentiate between test and production environments? Have you implemented a

software development test environment?

10.9 Do your developers possess certification in current development environments?

10.10 If so, approximately what percentage of them could be considered current?

Average for

Subcategory#DIV/0!

Refers to the Tier 1/2 support of all customized and shrink wrap software packages within the organization's technology environment. Applies to all applications currently in the organi# Score Question Response R

11.1 Do you currently have a helpdesk for technology support?

11. Software Support

IT Infrastructure Support Functions4.2 Segmented Infrastructure Model - Decision Making & Analysis F

Sheet E - Software Development, Support, & Integration

10. Software Development


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Scor ing:

Unweighted

Category

Average

#DIV/0!

S.I. Category

Weight

0%

Refers to the processes by which data is created, manipulated and secured within the organization.

# Score Question Response Recommendations

13.1 Have you identified data analyst or database administrators as unique skills?

13.2 Do your corporate databases reside on their own database servers?

13.3 Are your DBAs members of industry-specific organizations?

13.4 Do you have a database migration plan?

13.5Are DBAs set up to provide Tier 2 support when the helpdesk (Tier 1) is unable to

resolve a database-related incident?

13.6Do you follow standard build practices when building or updating corporate

databases?

13.7 Are your databases documented?

13.8 Are your databases incorporated into the company's backup strategy?

13.9 Do you conduct test backups/restores on a regular basis?

13.10 Do your DBAs have access to a test and/or development environment?

Average for

Subcategory#DIV/0!

IT Infrastructure Support Functions4.2 Segmented Infrastructure Model - Decision Making & Analysis Framework:

Sheet F - Data Management

13. Data Management


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Scor ing:

Unweighted

Category

Average

#DIV/0!

S.I. Category

Weight0%

Provides protection for IT resources from accidental or deliberate destruction by a user of the system.


14.1Can your technology be connected to from outside the firewall? This can include dial-

up access, dedicated line or DSL/cable.

14.2 Have you set up a firewall on your network?

14.3 Do you have a demilitarized zone (DMZ) set up within your network?

14.4 Do you conduct regularly-scheduled penetration testing?

14.5 Do you have a security plan or roadmap?

14.6 Is your security plan incorporated into your network management plan?

14.7 Do you have personnel devoted to security-specific tasks?

14.8Are security requirements integrated into all development, project and support

initiatives?

Average for

Subcategory #DIV/0!

IT Infrastructure Support Functions4.2 Segmented Infrastructure Model - Decision Making & Analysis Framework:

Sheet G - Security

14. Security


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Scor ing:

Unweighted

Category

Average

#DIV/0!

S.I. Category

Weight0%

Refers to the process of controlling changes to hardware and software as a means of minimizing disruption to operations.

# Score Question Response Recommend

15.1 Do you actively manage requests for changes to infrastructure?

15.2 Do you have resources dedicated to Change Management functions?

15.3 Have you defined, documented and distributed your Change Management processes?

15.4 Do your Change Management personnel actively work with project teams?

15.5 Do your Change Management personnel actively work with ongoing support teams?

15.6 Are learnings from Change Management incorporated into future projects?

15.7 Are Change Management requests tracked by your Helpdesk?

15.8 How would you describe Change Management reporting?

Average for

Subcategory#DIV/0!

Refers to the element of infrastructure that manages changes to physical infrastructure - i.e. new computers, moving existing equipment# Score Question Response Recommend

16.1Do you actively manage requests to install, move or add new hardware to your existing

infrastructure?

16.2 Do you have resources dedicated to installing, moving or adding new hardware?

16.3Do you have processes for installs, moves and additions defined, documented and

distributed?

16.4 Do your IMAC personnel actively work with project teams?

16 5 Do your IMAC personnel actively work with ongoing support teams?

16. Installs, Moves, & Additions

IT Infrastructure Support Functions4.2 Segmented Infrastructure Model - Decision Making & Analysis Framew

Sheet H - Installs, Moves, Adds, & Changes

15. Change Management


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Scor ing:

Unweighted

Category

Average

#DIV/0!

S.I. Category

Weight 0%

Defined as the application of knowledge, skills, tools and techniques to a broad range of activities to meet the requirements of the particular project


17.1 Is Project Management treated as a unique discipline within your IT organization?

17.2 Who actually manages the IT projects within your organization?

17.3 Has your IT organization defined a manager for all IT PMs?

17.4 Are PM-related skills a distinct part of your IT skills inventory?

17.5 What software are you currently using to actively manage projects?

17.6Is your organization involved with industry-standard groups like Project Management

Institute?

17.7 What percentage of your PMs currently have or are pursuing the PMP designation?

17.8 Are projects funded out of a separate IT budget?

17.9 What type of reporting structure is in place for in-progress projects?

17.10 Is project cost tracking integrated into your overall IT financial management structure?

17.11 Do you conduct post-implementation reviews?

17.12 Are the results of your PIRs used as learnings for future projects?

Average for

Subcategory#DIV/0!

IT Infrastructure Support Functions4.2 Segmented Infrastructure Model - Decision Making & Analysis Framework

Sheet I - Project Management

17. Project Management


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Scoring:

Unweighted

Category

Average

#DIV/0!

. .

Category 0%

Refers to IT-specific management of fiscal resources.

# Score Question Response

18.1 Is IT accountable for the IT budgeting process?

18.2 Is Financial Management treated as a unique discipline within your IT organization?

18.3 Does your IT department use a chargeback system to allocate costs?

18.4 Has your IT organization defined and implemented a Financial Manager role?

18.5 Are Financial Management skills a distinct part of your IT skills inventory?

18.6 Do you use software to track and report on IT financial performance?

18.7 Does your IT department subscribe to published IT Financial Management processes?

18.8 Is Financial Management involved in project and operational planning?

Average for

Subcategory#DIV/0!

Refers to the contractual documentation that defines expectations between IT and its upstream and downstream constituents, including end users, businesses, suppliers and vendors.# Score Question Response

19.1Have you implemented Service Level Agreements for the core business services

provided by IT?

19.2Have you implemented Service Level Agreements for the external services either

provided by or for IT?

IT Infrastructure Support Functions4.2 Segmented Infrastructure Model - Decision Making & Analysis

Sheet J - IT Administration

18. Accounting/Financial Management

19. Service Level Agreements


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Value Infrastructure Maturity Level Assessment

0 Relative Immaturity

Significant opportunities exist in multiple areas for improving your approach to managing IT infrastru

Although you may be keeping on top of things now, significant change in your external environment -

buyout, or large-scale technology implementation - could leave you open to unnecessary risk and un

meet your ongoing commitments to your line(s) of business. Take action now to better understand th

categories of infrastructure within your organization, what you currently have in inventory, and wheregreatest returns will be realized.

1 Ad Hoc MaturityYou are starting to do the things you need to do to get a handle on building a more methodical infras

management culture, but you've got a fairly sizeable challenge ahead of you. Now is the right time to

catalog what you have already accomplished. Take this to your sponsors and use it as leverage

2Emerging Maturity

Your attention to integrating infrastructure management into your IT department is starting to realize

If sponsorship isn't starting to pay attention to the bottom-line benefits of this more evolved approach

managing IT, you have an excellent opportunity to bring them on board.

3 Relative MaturityYou are well on your way to incorporating an appropriate depth of infrastructure-specific manageme

practices into your planning and day-to-day operations. Study industry best practices to better under

where your remaining growth opportunities lie, then engage sponsorship to get behind specific impro

initiatives.

4 Robust Maturity

Your organization exhibits routine use of infrastructure-specific best practices in multiple areas. See

opportunities to share your experiences outside of IT, throughout the organization, and beyond. By

leveraging your process knowledge to other audiences, you can multiply the benefits back to yourorganization. Regardless, remain alert to environmental changes and keep making the case for cont

focus.

Value Weighted Maturity Ratio Assessment

4.2 Segmented Infrastructure Model - Decision Making & Analysis Framework:

The range of resulting values in the Weighted Maturity Ratio table can be between zero and 400, with the higher figures indicating categories requiring priority attention.

Ranking ChartInstructions: The overall rankings for Segmented Infrastructure Model category maturity are based on a range between 0 and 4, where 0 represents the least mature state and 4 represents the m

mature state.

Use the chart below to measure your category-specific maturity rankings. In doing so, you will have a better idea of how your current-state infrastructure measures up, and where you should focus

efforts to drive further improvement.

Weighted Maturity ratings express these results by incorporating the weightings you assigned to each category in the Weightings tab earlier in this process. They are calculated as follows: ((4 -Unweighted Maturity Level) x Assigned Category Weighting) x 100


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S.I. Category

Maturity

User-Assigned

Category

Weighting

Weighted Maturity

Ratio

Clients #DIV/0! 0% #DIV/0!

Network #DIV/0! 0% #DIV/0!

Storage #DIV/0! 0% #DIV/0!

Telephony #DIV/0! 0% #DIV/0!

Software #DIV/0! 0% #DIV/0!Data #DIV/0! 0% #DIV/0!

Security #DIV/0! 0% #DIV/0!

Change #DIV/0! 0% #DIV/0!

PM #DIV/0! 0% #DIV/0!

IT Admin #DIV/0! 0% #DIV/0!

4.2 Segmented Infrastructure Model - Decision Making & Analysis Framework:

Results

0.0

0.2

0.4

0.6

0.8

1.0Clients

Network

Storage

Telephony

Software

Data

Security

Change

PM

IT Admin

S.I. Category Maturity

The Weighted Maturity Ratio can highlight areas where greater priority should beplaced. If a category is relatively immature or carries a relatively high weight, it willrate a stronger candidate for resourcing.

This data is then carried over to the "6.2 Prioritized Infrastructure Category" tool,where it is added into Table A on the By Infrastructure Categorytab.

0

0

0

1

1

1Clients

Network

Storage

Telephony

Software

Data

Security

Change

PM

IT Admin

Weighted Maturity Ratio

Documents

4.2 Segmented Infrastructure Model