University of Twente Student Theses


IT Infrastructure Maturity Model (ITI-MM: A Roadmap to Agile IT Infrastructure

Haris, Ferry (2010) IT Infrastructure Maturity Model (ITI-MM: A Roadmap to Agile IT Infrastructure.

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Abstract:Nowadays, as more and more organizations rely on Information Technology (IT) to support their business, flexibility in IT infrastructure becomes increasingly important. A continously changing business environment, with various complex demands, force them to deliver their services by any means in order to preserve their competitiveness. The recent economic downturn also compels these organizations to operate in very cost effective ways. While many experts already recommend certain initiatives, such as: upgrading hardware, following IT Service Management best practices, and even outsourcing IT to external parties, lots of organizations still do not possess an infrastructure that is more agile, service oriented, and easily managed. There is a considerable body of literature discussing the importance of IT infrastructure flexibility. A mature IT infrastructure is considered desirable by many organizations in order to achieve the intended flexibility. Some authors have even attempted to define metrics in order to assess their accomplishment. However, the systematic processes they can follow to achieve this mature infrastructure are hardly studied. In response, this thesis introduces the ITI-MM, a maturity model designed to assess an organizations’ IT infrastructure. Through its maturity levels, the ITI-MM provides an improvement roadmap to support organizations step-by-step in achieving a mature or agile IT infrastructure. By assessing their current situation against the ITI-MM, IT organizations can identify the gap they currently face and work on producing better improvement plans for projects that are really essential to them. Using an open discussion approach between IT and business stakeholders, ITI-MM guides its users to improve their infrastructure while ensuring its alignment with the business requirements. This thesis presents the research stages followed in developing the ITI-MM. Based on the results of a literature study of IT infrastructure and maturity model concepts, the ITI-MM’s components were designed and validated. Furthermore, the model was applied during a pilot assessment in DT, to determine its applicability in a real-life context. Main Conclusions of ITI-MM ITI-MM covers the scope of IT infrastructure as defined in theory: technology and human aspects. ITI-MM covers the different terms used by business and IT stakeholders. ITI-MM is free from any attachment to specific infrastructure products and vendors. The main concept of ITI-MM is already acknowledged and easily understood by several experts. ITI-MM is ready to be used in a real-life context because the pilot assessment and the perceptual evaluation conducted show the effectiveness of its approach in gaining a deeper understanding of the participants’ current situation. ITI-MM contributes positively within the fields of IT Governance and Enterprise Architecture. It helps IT organizations prioritize their investments regarding the use and growth of IT infrastructure.
Item Type:Essay (Master)
Deutsche Telekom AG, IT Governance
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:Business Information Technology MSc (60025)
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