IT administration

Purpose / goals

The goal of this process is to ensure the secure, reliable, and efficient operation of the organization's IT infrastructure, systems, and services.

Purpose:

Ensure availability, integrity, and confidentiality of IT systems and data
Provide employees with the IT resources and support they need to work effectively
Manage IT assets, access rights, and changes in a controlled manner
Detect, handle, and learn from incidents and disruptions

Step	Description
1. Requirements and request intake	Receipt of IT requests and requirements (e.g., new hardware, software, access) via the ticket system or service desk.
2. Asset and license management	Recording, tracking, and maintaining hardware, software, and licenses throughout their lifecycle.
3. User and access management	Creation, change, and removal of user accounts and access rights based on role and approval (joiner/mover/leaver).
4. Provisioning and configuration	Procurement, setup, and configuration of devices, systems, and applications according to defined standards.
5. Change management	Planning, assessing, approving, and documenting changes to IT systems to minimize risk and disruption.
6. Operations and monitoring	Ongoing monitoring of systems, patching, updates, and capacity planning.
7. Backup and recovery	Regular backups, restore tests, and maintenance of disaster recovery procedures.
8. Incident and problem management	Logging, prioritizing, resolving, and analyzing incidents; root cause analysis for recurring problems.
9. Review and improvement	Regular review of IT services, audits, and derivation of improvement measures.