What does Infrastructure mean to you? Is it the hardware that supports the service you provide? Is it the name of the team that supports that hardware in your organization? Or is it something else entirely?
I wanted to take a moment to chat about Infrastructure. Recently, I’ve seen a growing trend of organization trying to merge Service Delivery and Infrastructure/Technical Operations into a single management structure. Unfortunately, this tends not to work. In many managed services organizations, Sales/Service Delivery is what drives your Engineers and Administrators. Without this separation of Technical Operations/Service Delivery you have no one to maintain your infrastructure or your architecture.
Breaking down Silos is important, but a certain amount of separation between the personnel that serves your customers and the personnel that services your operational infrastructure, is critical to the success of any managed services organization.