Efficient management of IT Infrastructure implementation and support at enterprise level

TL;DR

This paper explores effective management strategies for designing, implementing, and supporting enterprise-level IT infrastructure, emphasizing support systems like documentation, workflows, and ticketing to meet client expectations.

Contribution

It proposes a comprehensive approach integrating ITIL framework and technical practices to enhance support and meet client expectations in enterprise IT infrastructure.

Findings

Improved support workflows increase client satisfaction.

Implementation of ITIL practices reduces SLA violations.

Structured documentation enhances support efficiency.

Abstract

This paper deals with how to manage effectively in the design, implementation and support of an IT infrastructure at an enterprise level. This particular management is lacking in today's IT infrastructure scenario. Just implementation is not sufficient for an NON-IT industry, they need a proper support in the infrastructure like documentation, support work flow, ticketing systems (used for IT related issue either hardware or software) etc... Many organizations spend a lot of money for this support and they expect a lot from the provider. Many providers sign in the SLA that they will provide them with an excellent support, but 80-90% it doesn't happen. Many times they don't meet the expectations of their client. So how to make these expectations being met 100% for the client? That is what is going to be discussed in this paper with respect to ITIL framework and other technical terminologies.