The global skills and competency framework for the digital world

IT infrastructure operations ITOP


Provisioning, deploying, configuring, operating, and optimising technology infrastructure across physical, virtual, and cloud-based environments.

SFIA 9 is in development

  • SFIA 9 beta due in early July 2024
  • SFIA 9 planned for publication October 2024

This is a prototype for SFIA 9. It is subject to change before publication.

Guidance notes


Technology infrastructure encompasses a wide range of components including, but not limited to, physical devices, virtual resources, infrastructure-related software, middleware, network services, and data storage solutions. Infrastructure operations also involves implementing automation, cybersecurity measures, and the adoption of cloud technologies to enhance efficiency, security, and agility.

These components may be on-premises, outsourced to third parties, or provisioned through cloud services.

Activities may include, but are not limited to:

  • provisioning and adapting infrastructure components to meet the evolving needs of users and service providers
  • managing virtual, cloud environments, and hybrid/multi-cloud strategies
  • automating tasks through scripting, coding, orchestration tools, and infrastructure as code (IaC) practices.
  • ensuring infrastructure security through regular updates, patch management, and adherence to cybersecurity policies and best practices
  • monitoring infrastructure performance and its impact on efficiency, performance, security posture, and sustainability.
  • collaborating with development teams (DevOps) 
  • using containerisation technologies to enhance application deployment and scalability.


Defined at these levels: 1 2 3 4 5

IT infrastructure operations: Level 1


Supports routine infrastructure tasks and basic troubleshooting under close supervision.

Monitors infrastructure health and reports on component status to support operational continuity.

IT infrastructure operations: Level 2


Executes operational procedures, runs automation scripts, and performs routine maintenance, installation and monitoring of infrastructure components.

Adjusts automation tasks as needed to meet operational standards under supervision.

Reports on infrastructure performance, addresses issues directly when possible, or escalates to others for resolution.

IT infrastructure operations: Level 3


Provisions, deploys, and configures infrastructure services and components.

Monitors infrastructure for load, performance and security events. Reports metrics and resolves operational issues.

Executes standard operational procedures, including backups and restorations.

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

IT infrastructure operations: Level 4


Applies technical expertise to maintain and optimise technology infrastructure, executing updates and employing automation tools. Configures tools and/or creates scripts to automate infrastructure tasks.

Maintains operational procedures and checks that they are followed. Uses infrastructure management tools to monitor load and performance statistics.

Investigates and enables the resolution of operational issues. Provides reports and proposals for improvement to stakeholders.

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

IT infrastructure operations: Level 5


Provides technical leadership to optimise the performance of the technology infrastructure.

Drives the adoption of tools and automated processes for effective operational management and delivery.

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 operational procedures and documentation are current and effective, tracks and addresses operational issues, and reports to stakeholders.

IT infrastructure operations: Level 6

IT infrastructure operations: Level 7