The global skills and competency framework for the digital world

IT infrastructure ITOP

Deploying, configuring and operating IT Infrastructure.

Levels of responsibility for this skill

1 2 3 4 5

Updates for SFIA 9

  • There is an updated version of this skill for SFIA 9.
  • Skill renamed to Infrastructure operations to understanding of the scope of this skill
  • Theme(s) influencing the updates for this skill: Application of SFIA skills for cloud-based working, Making SFIA easier to consume (enhance readability/guidance/descriptions), Making SFIA easier to consume (updates to skill name/skill description).
  • Skill renamed to aid understanding of the scope of this skill
  • Readability improvements have been made to levels 1, 2, 3, 4, and 5.
  • You can move to SFIA 9 when you are ready - SFIA 8 skill descriptions will still be available to use.
  • Previous SFIA assessments or skills mapping are not impacted by this change.

Guidance notes

IT infrastructure components include, but are not limited to, physical devices, virtual resources, infrastructure-related software, middleware, network services and data storage. Infrastructure components may be on-premises, outsourced, or provisioned as cloud services.

Activities may include — but are not limited to:

  • preparing for new or changed services to meet defined needs of organisational users or providers
  • maintaining and enhancing the IT infrastructure and infrastructure components, including task automation via tools and coding
  • managing and applying software updates
  • building and managing systems and components in virtualised and cloud computing environments
  • monitoring the performance of systems and services related to their contribution to organisation performance, security and sustainability.

Understanding the responsibility levels of this skill

Where lower levels are not defined...
  • Specific tasks and responsibilities are not defined because the skill requires a higher level of autonomy, influence, and complexity in decision-making than is typically expected at these levels. You can use the essence statements to understand the generic responsibilities associated with these levels.
Where higher levels are not defined...
  • Responsibilities and accountabilities are not defined because these higher levels involve strategic leadership and broader organisational influence that goes beyond the scope of this specific skill. See the essence statements.

Developing skills and demonstrating responsibilities related to this skill

The defined levels show the incremental progression in skills and responsibilities.

Where lower levels are not defined...

You can develop your knowledge and support others who do have responsibility in this area by:

  • Learning key concepts and principles related to this skill and its impact on your role
  • Performing related skills (see the related SFIA skills)
  • Supporting others who are performing higher level tasks and activities
Where higher levels are not defined...
  • You can progress by developing related skills which are better suited to higher levels of organisational leadership.

Show/hide extra descriptions and levels.

IT infrastructure: Level 1

Level 1 - Follow: Essence of the level: Performs routine tasks under close supervision, follows instructions, and requires guidance to complete their work. Learns and applies basic skills and knowledge.

Contributes, under supervision, to routine infrastructure operation.

Gains understanding of infrastructure components and services by following the activities of experienced colleagues.

IT infrastructure: Level 2

Level 2 - Assist: Essence of the level: Provides assistance to others, works under routine supervision, and uses their discretion to address routine problems. Actively learns through training and on-the-job experiences.

Carries out routine operational procedures, including the execution of specified automation tools/scripts.

Amends existing automation tasks under supervision to gain a basic understanding of the scripting language/automation tools.

Contributes to maintenance and installation. Monitors and reports on infrastructure performance to enable service delivery. Resolves issues or refers to others for assistance.

IT infrastructure: Level 3

Level 3 - Apply: Essence of the level: Performs varied tasks, sometimes complex and non-routine, using standard methods and procedures. Works under general direction, exercises discretion, and manages own work within deadlines. Proactively enhances skills and impact in the workplace.

Provisions/installs, configures and maintains infrastructure services and components.

Monitors, measures and reports on infrastructure load, performance and security events. Identifies operational issues and contributes to their resolution.

Carries out agreed operational procedures, including backup/restore, using supplied infrastructure tools and scripts.

Carries out agreed system software maintenance tasks. Automates routine system administration tasks to specifications using standard tools and basic scripting.

IT infrastructure: Level 4

Level 4 - Enable: Essence of the level: Performs diverse complex activities, supports and guides others, delegates tasks when appropriate, works autonomously under general direction, and contributes expertise to deliver team objectives.

Provides technical expertise to enable the correct application of operational procedures.

Contributes to the planning and implementation of infrastructure maintenance and updates. Implements agreed infrastructure changes and maintenance routines.

Uses infrastructure management tools to determine load and performance statistics. Configures tools and/or creates scripts to automate the provisioning, testing and deployment of new and changed infrastructure. Maintains operational procedures and checks that they are executed following agreed standards.

Investigates and enables the resolution of operational issues. Provides reports and proposals for improvement, to specialists, users and managers.

IT infrastructure: Level 5

Level 5 - Ensure, advise: Essence of the level: Provides authoritative guidance in their field and works under broad direction. Accountable for delivering significant work outcomes, from analysis through execution to evaluation.

Provides technical leadership to optimise the performance of IT infrastructure.

Investigates and manages the adoption of tools, techniques and processes (including automation) for the management of systems and services.

Oversees the planning, installation, maintenance and acceptance of new and updated infrastructure components and infrastructure-based services. Aligns to service expectations, security requirements and other quality standards.

Ensures that operational procedures and documentation are fit for purpose and kept up to date. Ensures that operational issues are identified, recorded, monitored and resolved. Provides appropriate status and other reports to specialists, users and managers.