4.

2 Segmented Infrastructure Model

Decision Making & Analysis Framework
About 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 your
organization'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
 4.2 Segmented Infrastructure Model
Category Weightings

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.

Your Weighting

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

A Clients
B Network
C Storage
D Telephony
E Software
F Data
G Security
H Change
I Project Management
J IT Administration
Total 0%
 IT Infrastructure Support Functions
4.2 Segmented Infrastructure Model - Decision Making & Analysis Framework:
Sheet A - Client PCs & Peripherals
Scoring:
Unweighted
Category #DIV/0!
Average
S.I. Category
0%
Weight

1. Client PC Management
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 for end users.
# Score Question Response Recommendations

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
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Subcategory

2. Peripherals Management
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 bottom line.
# Score Question Response Recommendations

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?

2.5 Do you use a standard "bundle" of peripherals for your end users?

2.6 Do you have an exceptions management process for non-standard peripheraps?

2.7 How do you incorporate new peripherals into your inventory?

2.8 Have you budgeted separately for peripherals acquisitions in the coming year?

Average for
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Subcategory
 IT Infrastructure Support Functions
4.2 Segmented Infrastructure Model - Decision Making & Analysis Framework:
Sheet B - Servers, Internal, & External Network
Scoring:
Unweighted
Category #DIV/0!
Average
S.I. Category
0%
Weight

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

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

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

3.4
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?

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Subcategory

4. Internal Network
Refers to all network-related components dedicated to establishing and maintaining communication within the organization's firewall.
# Score Question Response Recommendations

4.1 Do you periodically experience degraded internal network performance?

4.2 If so, how often?

4.3 Do you currently have an inventory or map of your internal network?

4.4 How often do you review your inventory?

4.5 Do you have a network management plan to clarify day-to-day operational responsibilities?

4.6 How often do you review your network implementation?

4.7 Do you have a roadmap for long-term planning of your internal network?

4.8 How often do you engage in long-term network planning?

4.9 Your purchases of hardware, software or services for your internal network are based on

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

4.10
maintenance of your LAN?

4.11 Who supports your internal network?

4.12 Do you use MRTG-based tools to analyze network performance?

Average for
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Subcategory

5. External Network
Refers to all network-related components dedicated to establishing and maintaining communication with external-to-the-firewall resources.
# Score Question Response Recommendations

5.1 How is your organization currently connected to the Internet?

5.2 How often do you experience degraded external network performance?

5.3 Do you currently have an inventory or map of your external network configuration?

5.4 How often do you review your inventory?

5.5 If you have a network management plan, does it include your external connections?

How often do you review the external networking components of your network
5.6
management plan?

5.7 Do you have a roadmap for your external network?

5.8 How often do you engage in updating your roadmap?

Your purchases of hardware, software or services for your external network are based
5.9
on
As a percentage, how much of your network administration time is allocated to routine
5.10
maintenance of your WAN?

5.11 Who supports your external network?

Do you conduct bandwidth analysis to ensure your external connection is optimally

5.12
utilized?
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Subcategory
 IT Infrastructure Support Functions
4.2 Segmented Infrastructure Model - Decision Making & Analysis Framework:
Sheet C - Storage Sufficiency & Planning
Scoring:
Unweighted
Category #DIV/0!
Average
S.I. Category
0%
Weight

6. Storage Sufficiency
Determines whether your current storage-related management processes are sufficient to support your line(s) of business
# Score Question Response Recommendations

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?

In the past year, have you experienced space sufficiency problems with your network
6.6
storage?
In the past year, have you experienced stability or integrity problems with your network
6.7
storage?
As a percentage, how much of your network administration time is allocated to routine
6.8
maintenance of your storage solution?

6.9 The majority of your network storage is physically located in

6.10 Who supports your network storage?

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Subcategory

7. Storage Planning
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 Recommendations

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?

7.3 If you have a network management plan, does it include storage devices?

If so, how often do you review the storage components of your network management
7.4
plan?

7.5 Do you have a roadmap for your storage solution?

7.6 If so, how often do review or update your storage roadmap?

7.7 Does the roadmap include provisions for SAN or NAS architecture?

Your purchases of hardware, software or services for your storage solution are based
7.8
on
Average for
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Subcategory
 IT Infrastructure Support Functions
4.2 Segmented Infrastructure Model - Decision Making & Analysis Framework:
Sheet D - Telephony
Scoring:
Unweighted
Category #DIV/0!
Average
S.I. Category
0%
Weight

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

8.1 Who supports your telephony network?

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

Does your organization use the same case management processes for telephony as it
8.3
does for other types of technology (such as desktop PCs, for example)?

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

Do you follow vendor/product guidelines when procuring voice communications

8.5
equipment?
Do you have a voice communications-specific acceptable use policy in place for your
8.6
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?

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Subcategory

9. Telephony Planning
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 Recommendations

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

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

9.4
maintenance functions?

9.5 Are systems architects involved in planning changes to telephony-based infrastructure?

9.6 If you have a network management plan, does it include telephony-related devices?

If so, how often do you review the telephony-related components of your network
9.7
management plan?

9.8 Do you have a roadmap for your telephony solution?

9.9 If so, how often do review or update your telephony roadmap?

9.10 Does the roadmap include provisions for VoIP architecture?

Average for
#DIV/0!
Subcategory
 IT Infrastructure Support Functions
4.2 Segmented Infrastructure Model - Decision Making & Analysis Framework:
Sheet E - Software Development, Support, & Integration
Scoring:
Unweighted
Category #DIV/0!
Average
S.I. Category
0%
Weight

10. Software Development

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 combination thereof.
# Score Question Response Recommendations

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?

Do you have access - internally or externally - to the skills required to build a new
10.5
application?
Do you have access - internally or externally - to the skills required to customize an
10.6
existing application?

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

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

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Subcategory

11. Software Support

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 organization's inventory.
# Score Question Response Recommendations

11.1 Do you currently have a helpdesk for technology support?

11.2 Do you use a ticket management system?

11.3 If so, how mature is this product?

11.4 Do you have dedicated Tier 2 resources for escalated problems?

11.5 Are active tickets case managed until closure?

11.6 What do you do with the tickets once theyve been resolved?

Does your helpdesk handle other types of calls, including service requests,
11.7
installs/moves/adds/changes, etc?
Have you implemented Incident Management practices as outlined in the Information
11.8
Technology Infrastructure Library (ITIL)?
Do your helpdesk resources participate in activities sponsored by groups like Helpdesk
11.9
Institute?
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Subcategory

12. Software Integration

Refers to the management of all software assets within the supported environment to ensure they continue to coexist with other software and related architectural elements.
# Score Question Response Recommendations

12.1 Is software integration treated as a defined entity within IT?

12.2 Do you have a defined systems architecture role within IT?

12.3 Do you currently have a software inventory?

12.4 Do you regularly review the software applications you are currently using?

Approximately how often do your developers re-use existing software or components in

12.5
new development projects?

12.6 How formalized is your software procurement process?

To what degree are end user and business-developed applications included in this
12.7
overall process?

12.8 Are software additions or changes to the inventory reviewed by your systems architects

12.9 Have you implemented a baseline for production software?

12.10 Do you charge back support costs for software to your lines of business?

Average for
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Subcategory
 IT Infrastructure Support Functions
4.2 Segmented Infrastructure Model - Decision Making & Analysis Framework:
Sheet F - Data Management
Scoring:
Unweighted
Category #DIV/0!
Average
S.I. Category
0%
Weight

13. Data Management

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?

Are DBAs set up to provide Tier 2 support when the helpdesk (Tier 1) is unable to
13.5
resolve a database-related incident?

13.6 Do 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
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Subcategory
 IT Infrastructure Support Functions
4.2 Segmented Infrastructure Model - Decision Making & Analysis Framework:
Sheet G - Security
Scoring:
Unweighted
Category #DIV/0!
Average
S.I. Category
0%
Weight

14. Security
Provides protection for IT resources from accidental or deliberate destruction by a user of the system.
# Score Question Response Recommendations
Can your technology be connected to from outside the firewall? This can include dial-up
14.1
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?

Are security requirements integrated into all development, project and support
14.8
initiatives?
Average for
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Subcategory
 IT Infrastructure Support Functions
4.2 Segmented Infrastructure Model - Decision Making & Analysis Framework:
Sheet H - Installs, Moves, Adds, & Changes
Scoring:
Unweighted
Category #DIV/0!
Average
S.I. Category
0%
Weight

15. Change Management

Refers to the process of controlling changes to hardware and software as a means of minimizing disruption to operations.
# Score Question Response Recommendations

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?

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Subcategory

16. Installs, Moves, & Additions

Refers to the element of infrastructure that manages changes to physical infrastructure - i.e. new computers, moving existing equipment
# Score Question Response Recommendations
Do you actively manage requests to install, move or add new hardware to your existing
16.1
infrastructure?

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

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

16.4 Do your IMAC personnel actively work with project teams?

16.5 Do your IMAC personnel actively work with ongoing support teams?

16.6 Do your IMAC personnel actively work with your systems architects?

16.7 Are learnings from IMAC incorporated into future projects?

16.8 Are IMAC requests tracked by your Helpdesk?

16.9 How do end users submit IMAC requests?

16.10 How would you describe IMAC-related reporting?

Have you implemented Install, Move, Add, & Change (IMAC) processes as outlined in
16.11
the Information Technology Infrastructure Library (ITIL)?
Average for
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Subcategory
 IT Infrastructure Support Functions
4.2 Segmented Infrastructure Model - Decision Making & Analysis Framework:
Sheet I - Project Management
Scoring:
Unweighted
Category #DIV/0!
Average
S.I. Category
0%
Weight

17. Project Management

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

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?

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

17.6
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?

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Subcategory
 IT Infrastructure Support Functions
4.2 Segmented Infrastructure Model - Decision Making & Analysis Framework:
Sheet J - IT Administration
Scoring:
Unweighted
Category #DIV/0!
Average
S.I. Category
0%
Weight

18. Accounting/Financial Management

Refers to IT-specific management of fiscal resources.
# Score Question Response Recommendations

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?

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Subcategory

19. Service Level Agreements

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 Recommendations
Have you implemented Service Level Agreements for the core business services
19.1
provided by IT?
Have you implemented Service Level Agreements for the external services either
19.2
provided by or for IT?

19.3 If you have SLAs, how often are they updated?

19.4 If you have SLAs, are they published?

19.5 If your SLAs are published, where are they stored?

19.6 Are your lines of business involved in SLA-related negotiations?

19.7 Has your IT organization defined a unique SLA management role?

19.8 Who is involved in the SLA negotiation and production process?

19.9 Is SLA compliance enforced?

19.10 Are non-compliance consequences published throughout your organization?

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Subcategory

20. Human Resources

Refers to IT-specific HR practices. Having a dedicated focus on recruitment & retention within IT can result in closer fit between needs and actual staffing outcomes.
# Score Question Response Recommendations

20.1 Who is accountable for hiring IT personnel?

20.2 Are your IT hiring processes different from non-IT hiring processes?

20.3 Are your IT hiring processes documented?

20.4 Who manages career progression for IT staff?

20.5 Is there a defined career path for IT staff?

20.6 How often are IT staff evaluated?

20.7 How often do you evaluate market compensation rates for IT professionals?

20.8 Where is your compensation structure relative to the current market?

20.9 What is your annual turnover rate?

Do you actively solicit feedback from employees through surveys and other similar
20.10
means?
Average for
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Subcategory
 4.2 Segmented Infrastructure Model - Decision Making & Analysis Framework:
Ranking Chart
Instructions: 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 most 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 your
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

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.

Value Infrastructure Maturity Level Assessment

Significant opportunities exist in multiple areas for improving your approach to managing IT infrastructure.
Although you may be keeping on top of things now, significant change in your external environment - like a

0 Relative Immaturity
buyout, or large-scale technology implementation - could leave you open to unnecessary risk and unable to
meet your ongoing commitments to your line(s) of business. Take action now to better understand the
categories of infrastructure within your organization, what you currently have in inventory, and where your
greatest returns will be realized.

You are starting to do the things you need to do to get a handle on building a more methodical infrastructure
1 Ad Hoc Maturity 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

Your attention to integrating infrastructure management into your IT department is starting to realize returns. If
2 Emerging Maturity sponsorship isn't starting to pay attention to the bottom-line benefits of this more evolved approach to
managing IT, you have an excellent opportunity to bring them on board.

You are well on your way to incorporating an appropriate depth of infrastructure-specific management

3 Relative Maturity
practices into your planning and day-to-day operations. Study industry best practices to better understand
where your remaining growth opportunities lie, then engage sponsorship to get behind specific improvement
initiatives.

Your organization exhibits routine use of infrastructure-specific best practices in multiple areas. Seek out
opportunities to share your experiences outside of IT, throughout the organization, and beyond. By leveraging
4 Robust Maturity your process knowledge to other audiences, you can multiply the benefits back to your organization.
Regardless, remain alert to environmental changes and keep making the case for continued focus.

Value Weighted Maturity Ratio Assessment

0 to 24 STRONG Weighted Maturity

LOW priority for work
Based on assigned weight (likely low) and maturity results (likely robust), this category will not merit priority
attention as you decide where to invest your effort in improving your technology infrastructure.

This category is likely workable for now, but its weighted maturity results indicate it could emerge as a problem
25 to 49 RELATIVELY STRONG Weighted Maturity
SOME priority for work
area given enough time. Although it may not merit immediate attention, you should keep an eye on it to ensure
things don't degrade over time.

This category will most likely require some attention in the forseeable future. The weighted results indicate
AVERAGE Weighted Maturity
50 to 99 MEDIUM Priority for Work
tangible evidence that your current arrangement is either not optimally meeting your business needs, or is
doing so in a way that consumes more resources than it should.

100 to 199 BELOW AVERAGE Weighted Maturity

HIGH Priority for Work
This category will require attention, and soon. It indicates a notable weakness in maturity whose sensitivity to
the organization is increased by a higher degree of weighting. This should receive priority attention.

The weighted results show a combination of very low maturity results and a high degree of importance to the
200 and above SIGNIFICANTLY BELOW AVERAGE Weighted Maturity
VERY HIGH Priority for Work
organization. These should be the absolutely first categories that you will deal with as a result of the
Infrastructure Action Plan.
 4.2 Segmented Infrastructure Model - Decision Making & Analysis Framework:
Results
User-Assigned The Weighted Maturity Ratio can highlight areas where greater priority should be
placed. If a category is relatively immature or carries a relatively high weight, it will
S.I. Category Category Weighted Maturity rate a stronger candidate for resourcing.
Maturity Weighting Ratio
Clients #DIV/0! 0% #DIV/0! 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 Category tab.
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!

S.I. Category Maturity Weighted Maturity Ratio

Clients Clients

IT Admin 10.0 Netw ork IT Admin 10.0 Netw ork

5.0 5.0
PM Storage PM Storage

0.0 0.0

Change Telephony Change Telephony

Security Softw are Security Sof tw are

Data Data