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Develop an IT Infrastructure Services Playbook

Automation, SDI, and DevOps – build a cheat sheet to manage a changing Infrastructure & Operations environment.

  • Infrastructure and operations teams are managing deployments on- and off-premises, and across multiple infrastructure services providers.
  • Though automation tools speed up the delivery process, documentation is always pushed off so the team can meet urgent deadlines.
  • Without documented delivery processes, wait times are longer, controls are adequate but ad hoc, builds are non-standard, and errors are more likely to be introduced in production.

Our Advice

Critical Insight

  • Prioritize in-demand services to add to the playbook. Pilot a few services to get value from the project quickly.
  • Do not get lost in automation or tooling. You do not need a complex tool or back-end automation to get value from this project.
  • Learn, then iterate. With a few completed service processes, it is much easier to identify opportunities for service automation.

Impact and Result

  • Prioritize in-demand services for documentation and standardization.
  • Build service workflows and document service requirements in the services playbook.
  • Create a costing model and track costs to deliver defined services.
  • Leverage data on costs and service requirements to improve service delivery.

Develop an IT Infrastructure Services Playbook

Start here – read the Executive Brief

Read this Executive Brief to find out why you should create an infrastructure services playbook, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.

1. Define and prioritize infrastructure services

Produce a prioritized list of high-demand infrastructure services.

2. Build workflows and an infrastructure services playbook

Design workflows and create the first draft of the infrastructure services playbook.

3. Identify costs and mature service delivery capabilities

Build a service rate sheet to track costs and develop better service capabilities.

Onsite Workshop: Develop an IT Infrastructure Services Playbook

Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.

Module 1: Define and Prioritize Infrastructure Services

The Purpose

Define and prioritize infrastructure services.

Key Benefits Achieved

Identify candidate services for the Playbook.




Define the services you own.

  • Affinity map of infrastructure services

Prioritize infrastructure services.

  • Service pain points and root causes
  • A list of high-demand infrastructure services

Module 2: Build the Infrastructure Services Playbook

The Purpose

Build workflows and an infrastructure services playbook.

Key Benefits Achieved

Produce a draft infrastructure services playbook.




Design workflow for service delivery.

  • Documented service workflows

Add steps and requirements to the Services Playbook.

  • Infrastructure Services Playbook

Module 3: Identify Costs and Mature Service Delivery Capabilities

The Purpose

  • Identify costs and mature service delivery capabilities.

Key Benefits Achieved

  • Build an infrastructure service rate sheet.
  • Define next steps for infrastructure service capabilities.




Optimize infrastructure cost estimates.

  • Service Rate Sheet

Mature your I&O organization into a service broker.

  • Master list of infrastructure services
  • Action plan for Playbook implementation

About Info-Tech

Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.

We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.

What Is a Blueprint?

A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.

Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.

Need Extra Help?
Try Our Guided Implementations

Get the help you need in this 3-phase advisory process. You'll receive 5 touchpoints with our researchers, all included in your membership.

Guided Implementation #1 - Prioritize services
  • Call #1 - Review your goals. Identify services and the methodology for building a playbook.
  • Call #2 - Consolidate and prioritize services for documentation.

Guided Implementation #2 - Create service workflows
  • Call #1 - Create service workflows in Visio.

Guided Implementation #3 - Build the Playbook and Rate Sheet
  • Call #1 - Build the Infrastructure Services Playbook.
  • Call #2 - Build the Infrastructure Service Rate Sheet.


Darin Stahl

Andrew Sharp

Frank Trovato


  • Joe Bajek, Director, Centura Health
  • Chuck Nicholson, Director & ESO, Ultimate Software Group
  • Parshuram Limaye, Senior Manager, Ultimate Software Group
  • Mike Babin, Director, IITS at Concordia University
  • One anonymous contributor
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