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.

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 reponsibilities.

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 with tasks (generic examples are provided by the essence statements for each level)

Where higher levels are not defined...

  • You can progress by developing related skills which are better suited to higher levels of organisational leadership.


Defined at these levels: 1 2 3 4 5

Show/hide extra descriptions and levels.

IT infrastructure operations: 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.


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

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.


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

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, 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

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


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

Level 5 - Ensure, advise: Essence of the level: Provides authoritative guidance in their field and works under broad direction. Accountable for achieving workgroup objectives and managing work from analysis to execution and evaluation.


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.

Level 6

Level 6 - Initiate, influence: Essence of the level: Has significant organisational influence, makes high-level decisions, shapes policies, demonstrates leadership, fosters organizational collaboration, and accepts accountability in key areas.

Level 7

Level 7 - Set strategy, inspire, mobilise: Essence of the level: Operates at the highest organisational level, determines overall organisational vision and strategy, and assumes accountability for overall success.