digital transformation Archive | OTRS Fri, 19 Dec 2025 09:02:10 +0000 en-GB hourly 1 https://otrs.com/wp-content/uploads/2018/03/cropped-OTRS-LOGO-without-tagline-32x32.png digital transformation Archive | OTRS 32 32 IT Infrastructure: Definition, Best Practices, Solutions https://otrs.com/blog/digital-transformation/it-infrastructure/ Wed, 11 Jun 2025 08:13:50 +0000 https://otrs.com/?p=214149

IT Infrastructure: Definition, Best Practices, Solutions

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IT Infrastructure: Definition, Best Practices, Solutions

A reliable IT infrastructure is essential for protecting against cyber threats and securing sensitive data. IT environments must be as secure, stable, and resilient as possible. Regular system checks, timely updates and patches, and the use of modern software solutions are all crucial.

This post delivers a well-rounded look at what teams should consider with regard to the IT environment entails. It also highlights security considerations.

What Is IT Infrastructure?

People often call the IT infrastructure a tech stack. It includes all the technical components needed to provide and run IT services. It’s essential for securely storing and processing information, defending against cyber threats, and scaling business operations.

IT infrastructure can be viewed from several perspectives:

● End-user perspective: focuses on technical equipment.

● Technical user perspective: includes design and configuration activities performed by specialized staff.

● Provider perspective: considers applicable laws and regulations.

Components of the IT Infrastructure

Many components make up the infrastructure, including:

● Hardware, such as servers, computers, networks, and data storage devices

● Software, including operating systems, databases, and applications

● Network components, like routers, wide area network, switches, and firewalls

● Data centers or cloud services, for data processing and storage

It includes all the hardware and software networks needed for the business to operate productively.

Types of IT Infrastructure

Teams can structure the IT infrastructure in several ways. However, many evolve organically and lack the benefits of a structured setup.

The way in which data is hosted typically defines the type of infrastructure. For instance:

● Hybrid Cloud: A mix of on-premises systems and cloud services. While many companies rely increasingly on cloud resources, they often still use local infrastructure components as well.

● Cloud Infrastructure: A service model with self-service, scalability, and resource sharing. Though not IT infrastructure in the strictest sense, it includes both public and private cloud environments. The model is often referred to as infrastructure-as-a-service (IaaS).

● Traditional Data Center: A classic approach with server, storage, and network systems managed on-site by specialized teams. These are typically on-premises solutions.

● Local Infrastructure: Many businesses still use local IT systems. This includes desktop PCs and software, all hosted on their own servers.

● Hyperconverged Infrastructure (HCI): A single software interface provides all compute, processing and networking resources. People often call it a “datacenter in a box.” These setups are easy to deploy and manage.

Tip: When using external data centers, ask if they support data regulation requirements for your industry or local area. For example, a location in Germany will support GDPR compliance.

Core Business Topics for IT Leaders

Technology impacts many areas and has numerous interdependencies. However, it can be broken down into several core aspects:

● Performance: The infrastructure should be scalable with low latency, allowing businesses to stay agile and responsive.

● Availability: Redundancy, load balancing, virtualization, and solid recovery strategies help minimize downtime.

● Security: Patch management, secure configurations, and incident response (especially for vulnerabilities) significantly enhance security.

● Cost Control: Using resources wisely and managing licenses well helps keep costs down. Key performance indicators, like IT cost per user or IT budget ratio, can help track expenses.

Management Matters

Modern infrastructures are increasingly complex and mission-critical. To ensure they remain stable, resilient, and cost-efficient, organizations need powerful infrastructure management.

IT infrastructures must evolve with changing business and technology requirements. Agility, responsiveness, and scalability – along with ease of use – are now key success factors.

Also important is building a secure IT infrastructure. This protects sensitive data, maintains system integrity and availability, and ensure the business complies with data protection laws.

The Role of Future-Proofing

Modern technology and a strong IT setup help businesses improve processes, lower costs, and use new technologies. These include cloud computing, virtual machines, software-defined networking (SDN), and the Internet of Things (IoT). These innovations improve resource usage and enable automation.

Emerging trends like AI applications, edge computing, and rising security demands continue to reshape IT infrastructures. To stay competitive and secure in the long term, companies must adapt.

While AI offers clear benefits, evolving threat scenarios require continuous technical adjustments to environment.

Best Practices for Building a Robust IT Infrastructure

To ensure a resilient infrastructure, businesses must assess risks, develop a comprehensive security plan, implement necessary measures, and monitor and update systems. A competitive, goal-driven, and sustainable infrastructure provides long-term value.
Here are some best practices:

#1: Assess Your IT Maturity

Establishing a baseline is essential. Overeager actions can derail optimization and improvement efforts.

Identify all existing hardware, software, network devices and services – including any shadow IT. Define strategic goals based on the size and capabilities of your IT department.

#2: Plan Strategically

Poor planning can lead to data protection issues, unnecessary complexity, high costs, and additional management effort.

Building a new data center can take years. However, getting and setting up servers, storage, and network solutions usually takes 6 to 12 months.

Cloud-based Infrastructure-as-a-Service can speed things up, but rushed decisions here may lead to compliance or cost issues.

Plan with realistic timelines and clear objectives.

#3: Focus on Security from the Start

Build your infrastructure with security as a core principle—not as an afterthought.

“Security by design” includes network security, access controls, encryption, and zero-trust approaches. Regular vulnerability assessments, penetration testing, and backups are essential.

#4: Monitor and Document

Monitor all components centrally to detect attacks, outages, and bottlenecks early. Use AI to enable proactive analytics and use automation tools for quick responses.

Keep detailed documentation that is transparent and accessible for all stakeholders. This includes clear change processes and rollback options—vital for rapid, logical decision-making during crises.

A solid IT Asset Management (ITAM) strategy is also essential. Ideally, a Configuration Management Database (CMDB) documents all IT assets and their relationships.

#5: Think Long-Term and Future-Forward

Total Cost of Ownership (TCO) is important. Don’t only think about initial investment costs when choosing infrastructure components. Factor in the full lifecycle of hardware and software.

Remain open to technologies like containerization, AI, or edge computing. The latter enables devices to process data and trigger actions in real-time from remote locations.

Ensure your IT team fully understands and can work with new technologies. Since tools and platforms evolve rapidly, ongoing training is essential for long-term resilience.

IT Infrastructure: Powerful Software Solutions

Modern IT infrastructure solutions unify systems into a cohesive architecture that helps achieve business goals. They’re not just about technology—they also reduce costs and streamline operations.
There are many tools available to manage business needs intelligently. Here are some effective examples:

1. Configuration Management

As a core part of the IT infrastructure, a CMDB allows for systematic tracking and management of IT assets. It stores all configuration data and relationships.

2. Risk Management

The IT environment must be secure from the start. Waiting for an incident before taking action can be costly. Companies should assess risks, implement structured workflows, and use reporting and analytics to manage them.

3. IT Automation

Automate recurring tasks and processes to save time, reduce errors, and improve efficiency. Examples include automated server setups, network configurations, and Infrastructure as Code deployments.

4. Containerization

This modern tech has transformed how software is built and deployed. Applications run in isolated, portable containers—providing consistent environments regardless of infrastructure.

5. Device Management

Integrating IT infrastructure with device management enables secure, efficient, and compliant operations. Automated device management helps keep environments up-to-date and protected.

Conclusion: IT Infrastructure as a Strategic Asset

IT’s role has evolved. Today, it must also contribute directly to business goals. The infrastructure is a strategic framework that helps companies remain competitive and future-ready.

The type of infrastructure an organization uses – and how it manages it – affects performance, security, and costs. Building it is about more than just technology; it’s about reliability and risk prevention.

Following best practices and implementing the right solutions can make a real difference. Once the infrastructure is strong, companies benefit for years. They are also better prepared to defend against threats like cyberattacks.

Learn how OTRS can support your IT infrastructure operations.

Contact our experts
Tobias Kortas
]]> Mobile device management: definition, applications and best practices https://otrs.com/blog/itam/mobile-device-management/ https://otrs.com/blog/itam/mobile-device-management/#respond Tue, 05 Nov 2024 08:15:44 +0000 https://otrs.com/?p=94046

Mobile device management: definition, applications and best practices

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Mobile device management: definition, applications and best practices

What is device management?

Device management means that people in charge, usually IT administrators, provide, set up, and monitor applications for devices. These devices include desktop PCs, laptops, tablets, and smartphones. They also take steps to prevent issues, like performing updates.

This includes the following areas:

  • Configuration management: setting up and customizing devices
  • Security management: enabling adequate protection, for example through updates, firewalls, encryption, or geofencing
  • Monitoring: monitoring the status and use of the devices
  • Support: supporting users by providing instructions and resolving problems and incidents
  • Compliance: ensuring that all devices comply with regulatory and internal guidelines

Definition: Device management

With good device management, companies can run their IT operations smoothly. They can also gain control and security. This allows them to act strategically and use their IT resources effectively.

A device management server often works with an application on the client device. It can also delete contact data and other settings. This is useful for lost or stolen devices, as well as for devices of terminated employees.

Why device management is so important

Device management offers excellent control over an unlimited number of devices. Enterprise mobility management (EMM) professionals save time and reduce stress by having secure, reliable, and up-to-date information. They also benefit from a clear overview of devices. In addition, thanks to remote maintenance, automatic provisioning and zero-touch provisioning, those involved can act from anywhere.

A key factor is that automation reduces downtime and manual effort. This helps both IT teams and their clients. It makes everyday life easier. Tedious processes and time-consuming IT problems become things of the past.

With better device management, organizations save money. They use their devices and applications more effectively. This helps employees use their time more efficiently.

Security benefits

Good device management greatly improves security. Administrators gain better control and can act quickly in emergencies. This helps protect against data loss, malware, and unauthorized access.

In terms of security, teams can:

  • Respond to security incidents and anomalies in real time
  • Remotely lock or wipe stolen or lost devices
  • Enforce password requirements, encryption or device shutdowns
  • Prevent unauthorized apps and software from being installed
  • Manage updates centrally to fix vulnerabilities

Mobile Device Management

When discussing device management, people often mention mobile device management (MDM). MDM focuses mainly on mobile applications and devices.

What is mobile device management?

Mobile device management means that IT administrators manage and secure mobile devices such as laptops, smartphones or tablets. Important requirements include the ability to remotely control and configure devices, install applications on them, and lock and secure stolen or lost mobile devices.

Companies generally accomplish mobile device management by using a special device management solution.

MDM software

Those responsible often use special software for mobile device management (MDM). It’s hard to manage many mobile devices in an organization. A dedicated system is almost necessary for this task.

Organizations also use this to save time, improve security, and make the best use of money and resources. MDM solutions should help by giving a clear overview, automating some tasks, and allowing bulk actions.

MDM tools focus on the following activities:

  • Distributing and managing apps
  • Monitoring device activities
  • Implementing restrictions and blocking activities
  • Determining the locations of mobile devices (geolocation)
  • Checking installations
  • Complying with security guidelines

Use cases for mobile device management

There are many industries, organizations and companies for which efficient device management is extremely important. This is even more important when many devices are in use. There are often many applications and information on these devices. A strong need for security also exists.

Scenarios like devices infected with malware or viruses can let hackers access sensitive data. These situations are not just a fantasy. They are all too often a reality.

Tobias Kortas

Here are some striking examples of how companies use mobile device management in a dedicated way.

Example #1: School

A school manages the devices for students and teachers. This includes setting restrictions, using geofencing, and automatically installing updates. For example, the administrator can install or block apps on student tablets used in class. They can also update the devices, limit Internet access, or lock lost devices from a distance.

Example #2: Enterprise

A large company uses device management to optimize its own IT processes and manage numerous implementations simultaneously. One challenge is separating corporate data from personal data on employee-owned devices. Another challenge is enforcing strong security policies on all devices.

Example #3: Government agency

A government agency needs a safe digital space. This space should allow for easy device management and smooth daily operations.

For example, this could mean properly securing all official laptops that hold confidential citizen data. You can do this using a mobile device management solution. This works with encryption, regular updates and patches as well as blocking unauthorized applications

Example #4: University

At a university, lecturers, staff and students use many different devices. With mobile device management, you can efficiently manage all of these aspects, including comprehensive security and usage restrictions. An important task is to make sure students can access academic resources. This includes e-learning platforms and library databases.

Example #5: Medium-sized company

A medium-sized company wants to improve the security of its devices. It also wants to keep them in good condition. Additionally, the company aims to solve any IT problems quickly and effectively. For example, a company might equip its field staff with laptops and smartphones.

Now, companies must install and update apps and software, like CRM or project management tools, on all devices. A dedicated mobile device management solution guarantees that everyone involved can work effectively, securely and conveniently.

BYOD and MDM

The BYOD principle is important in today’s corporate world. This world values flexibility, agility, and different ways of working.

What is BYOD?

The idea of “Bring Your Own Device” (BYOD) is popular with younger workers. This means they use their own devices for work. It offers a high degree of flexibility and freedom, but also mixes work and private life (work/life blending).

IT administrators face a challenge. Devices not owned by the company are very hard to manage and control. This leads to the need for professional device management that includes both company-owned and employee-owned devices.

A key challenge with BYOD is to clearly separate personal and work data on a device.

How mobile device management supports BYOD

Although BYOD is a challenge for companies, it is by no means a hurdle. Measures can be taken to adequately prepare for this.

It is clear that dedicated mobile device management is the best way forward. This approach helps monitor, control, and manage many devices effectively. This guarantees secure, controlled and legally compliant use of private devices in the corporate environment.

This way, the onboarding of company-owned devices and employees’ personal devices can happen smoothly. Administrators can configure them with the necessary and desired settings while ensuring security at all times.

More security

Device management solutions make it possible to securely integrate personal devices into a company network. This works by using methods like encryption, strong password protection, and remote wipe. Remote wipe deletes data if a device is lost.

Access management

Sophisticated mobile device management makes it possible to effectively control who has access to which company resources. This effectively protects sensitive data and prevents unauthorized access. It also helps to keep track of the device inventory.

Separation of data

A good device management solution keeps professional and personal data separate on a device. This way, you keep company data secure and protect personal data.

Monitoring

IT administrators can monitor activities on private devices used for work. This allows them to intervene quickly if any problems arise.

Compliance

By consistently applying compliance and data protection requirements, private devices also meet the same compliance requirements.

Device management solution: important management features

Device management is a field for which companies usually use a dedicated software solution. It is therefore important to take a closer look at the characteristics that make for an appropriate solution.

The following are the most important functions that a device management solution includes.

Multi-platform device management

This is about mobile application management – distributing, updating and managing software across different platforms. The main benefit is the independence and mobility it offers. Devices can be managed anywhere and anytime. They can also work with different operating systems.

Device monitoring and tracking

Administrators receive real-time information on device statuses, usage patterns and locations. This means they can see everything important at all times. They can also track what is happening with each device.

As a result, they can often access a device remotely and take logical action. For example, admins can block certain apps or update devices with just a click.

Remote support and troubleshooting

Having remote access to devices and being able to initiate the right measures is a huge advantage. It means that IT teams can support the end user quickly and effectively with remote access in the event of problem. This is a big productivity boost, because unresolved IT problems can slow down individual users and whole groups.

Security and compliance

Adequate mobile device management makes everyday life easier and makes the work of IT administrators much more effective. It has a clear and direct impact when things become serious, especially regarding security. If someone steals or loses a device, you can block and delete it remotely. Encryption and the enforcement of passcodes also increase security and compliance.

Zero-touch provisioning

Process automation makes sense in many areas. In this case, software and updates are on an MDM server. This server can automatically or on-demand send updates and installations directly to a device.

Everyone involved has to invest significantly less time and effort. You can carry out configurations with minimal effort.

Find out how OTRS can help you with device management.

OTRS Device Management

Best practices for
device management

Organizations can benefit from device management in many ways. They can save time and money, improve security, and ensure compliance. Device management also helps with scalability.

The best practices mentioned here show how professional device management can be better implemented and its benefits maximized.

Best practice #1:
Use geofencing

Geofencing, or “geographical fence,” lets administrators limit device use based on where they are. If a device is located within a defined area, the system automatically restricts or blocks certain functions.

For example, employees are often only allowed to access sensitive company data within an office building. Access from home or even from abroad is then automatically blocked thanks to geofencing. In schools, this technology ensures that devices are used only for teaching and learning.

Best practice #2: Central administration with

Unified Endpoint Management (UEM)

The term Unified Endpoint Management (UEM) describes a central platform for managing and securing end devices in an organization. The aim is to simplify IT processes and eliminate security risks.

MDM and UEM solutions help. They enforce uniform rules for devices - regardless of whether they are company-owned or private, or whether they are used in the office or at home.

Tobias Kortas

Best practice #3: Introduce clear BYOD guidelines

If employees want to use their own devices for work, they should link this to clear guidelines. This should requireme them to access internal company data and resources securely.

Here are some examples of guidelines:

  • Require device enrollment
  • Clearly separate personal and business data
  • Implement encryption and password protection
  • Enable an option to delete company data remotely without affecting personal data

Best practice #4: Maintain an inventory list carefully

Every device that is used in an organization or network should be listed on an inventory list.

The following information is usually included for each device:

  • User
  • Device model
  • Operating system
  • Serial number
  • Installed applications

It is important that the relevant information is up-to-date, correct and complete. For example, regular audits can easily guarantee that no unauthorized users or devices are accessing a network.

Best practice #5: Consider the entire life cycle

Devices travel a long way in organizations. Administrators and other stakeholders, provision, implement and monitor devices. However, this is not the end of the story. The life cycle includes procurement to deployment, maintenance, user changes and disposal.

If there are well-defined processes in place, this works well. Devices are always up to date. They do not pose any unnecessary risks – such as unsecured sensitive data. Users do not use them beyond a defined service life.

Best practice #6: Run regular backups

Regular backups are essential, especially when it comes to important company data. Test backups to ensure that you can restore data completely and correctly in an emergency.

Best practice #7: Combine with a ticket system

Combining a highly developed device management system with a ticketing system makes sense in many respects. Users benefit from an all-in-one solution. They can combine areas such as ITSM with efficient device management.

Combining inquiries, problem management,  service processes and device management creates excellent control over IT-relevant processes.

Conclusion: The many advantages of efficient
device management

Mobile device management is an area that can play a huge role for companies, organizations and institutions. Sophisticated device management – supported by an adequate software solution – make IT administrators’ day-to-day work easier.

Organizations as a whole also benefit from greater efficiency, functional processes and fewer IT problems. The time savings alone have significant monetary value, not to mention the reduced risks from security gaps.

It is important to take a closer look at this area. Implement a suitable solution and apply best practices. By using it consistently and integrating it into your day-to-day IT work, you will benefit immensely. You will also ensure a high return on investment.

Find out how you can make the most of device management.

Contact experts
Tobias Kortas
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Change Management – Models, Processes and Software

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Change Management – Models, Processes and Software
Change Management - Featured Image

Change Management enables the structured implementation of activities that are necessary to achieve the goals of an organization or company. Learn two of the most important models and reduce your company’s risk during the change process. With the right software, you reduce the risks for your company in the change process.

Change Management – Definition

Change management is the planned and structured implementation of transitional goals in an organization and company. It aims to move the company, organization or environment from one state to a new state. For this purpose, various models and defined processes are used to ensure the effectiveness and quality of the actions taken at every stage of the change process. At the same time, possible risks must be controlled and minimized.

The history of change management goes back to the beginning of the 20th century. Based on the idea of continuously improving work processes and organizational structures, the necessary phases in the change process were identified and defined as change management (CM).

Change through communication, persuasion, leadership and structure.

Companies, and therefore also their managers and employees, are subject to constant change and to the challenge of implementing transformation within the company’s day-to-day business across the various corporate levels and departments. It is, therefore, important to establish change management as a fixed component of governance and corporate culture in order to create the best possible conditions for change.

Good communication is an essential component of CM, because the change can only be implemented successfully if the various stakeholders understand the planned changes. Convincing all stakeholders, and moreover the entire company, of the necessity and the reasons for the planned change activates everyone toward success. Without everyone working together, it is difficult, if not impossible, to implement a change successfully.

Motivation and structure are needed to successfully manage the change process through all phases. Setbacks must be overcome and obstacles or problems must be eliminated.

Only if all of the above factors are incorporated into change management can the change be implemented as a successful and positive experience for all employees. A positive experience is the basis for establishing lasting and meaningful change management in the company.

"If you always do what you always did, you will always get what you always got."

Abraham Lincoln

Change Management Models and Processes

Implementing changes in a company often fails for one of three reasons: a lack of willingness, a lack of understanding the change’s necessessity or a failure to recognize the added value of the established goal.

To help counter this, different change management models can help to establish the readiness for change in a company. These can be used to support and implement the planned changes. An important part of change management is constantly controlling the actual state in order to prevent a dilution of the planned goals or a relapse into old behaviors. The quality of the measures taken is also subject to constant control in order to meet the requirements of the set goal.

The model which is best for the company should always be decided on a case-by-case basis, according to the challenges of the set company goal and the needs of the employees.

Two of the most well-known methods in change management:

Kurt Lewin – 3 Phase Change Management Model

Kurt Lewin divides the process of change management into 3 phases— roughly recognizing the need for change, acting on it, and anchoring the introduced changes.

Change Process – Kurt Lewin

Phase 1: Unfreeze

Realizing the need for change. The status quo is questioned and awareness of the need for change is established in the company. Structures are broken down in order to be able to initiate the change process.

Phase 2: Change

Leaving the current status to try out proposed solutions. Successful solutions or partial solutions are established.

Phase 3: Refreeze

Introduction of the new ways of working or solutions to all affected areas of the company with the aim of permanent integration. The changes are to be established and adopted as usual in the company until the next change occurs.

Kotter’s Change Management Model

  1. Establish a common understanding

    Problems should be recognized as such and acceptance of the necessary change should be created.

  2. Gain allies for the change and create a leadership team

    Leadership and an understanding of the common goals are decisive factors for the successful implementation of a planned change. The change process itself requires a management team to support it. To this end, it should have competencies in the areas that are to be effected.

  3. Strategy development

    Development of the communication strategy and recommendations for action based on the project managers input.

  4. Communication of the goal

    Communicate the strategy throughout the organization to get employees’ buy-in to the changes. Clearly articulate any recommendations for action.

  5.  Removal of potential obstacles

    Identification and elimination of obstacles, such as knowledge gaps, staff shortages, or structural problems.

  6. Communicate successes

    Successes and milestones achieved should be communicated during the implementation phase in order to maintain motivation.

  7. Steadily driving the change process forward

    Do not be discouraged by setbacks. Encourage employees to continue taking risks and accepting possible setbacks. Do not lose sight of the objective despite interim successes.

  8. Establishment of the achieved change in the corporate culture

    Anchor new processes permanently in the company. Use the successes achieved through the initial changes to motivate employees. Make the reason fort he change clear, and thereby increase acceptance of the change.

Agile Change Management

Taking into account the basic principles of change management, Agile Change Management follows a “sprint” approach. In other words, small changes are implemented within a short period of time. Changes are implemented in small, multidisciplinary teams and the success of the changes achieved is checked in a short period of time in order to be able to react quickly to possible problems. After each change, efforts are evaluated and adjustments are made if needed. In this way, opportunities and problems can be quickly identified and incorporated into the larger change process.

The agile approach of an open and never-ending change process differs significantly from classic change management thinking, which basically includes a start and end point of the change process through the different phases outlined above.

ITIL® Change Management

In principle, the change management approach should be applied in all areas of a company. In the course of the digital transformation, however, it is particularly important in the area of IT. IT teams must react to changes and ensure that the competitiveness of the company is supported in the best possible way by the IT infrastructure.

A particular focus in ITIL change management (ITIL®️ is a registered trade mark of Axelos Limited. All rights reserved.) is the classification of components and an evaluation of possible risks in order to prevent impairments to or interruption of operations.

The ITIL framework provides helpful and defined processes for IT service management and guidance for managing technical changes.

Service Transition – is the change process described in ITIL and it describes the following phases:

  • Transition Planing & Support
  • Change Management & Evaluation
  • Release & Deployment Management
  • Application Management
  • Service Validation & Testing
  • Service Asset & Configuration Management
  • Knowledge Management

Change Management Software – The right tool for your success

In order to involve all those responsible for a change in tasks or responsibilities, software that covers and bundles all the requirements of a change process is of considerable advantage.

  • Dependencies and responsible parties can be defined and automatically integrated into the communication.
  • Communication regarding the change process is always traceable and audit-proof without email chaos.
  • Classification and documentation of configuration items (CIs) are included through a configuration management database CMDB.
  • Priorities, due dates and reminders ensure workflow compliance.
  • Business processes management guide teams safely through the change process.

As change management software, OTRS is highly flexible and customizable. Learn how OTRS supports you in change management.

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Bernd Maus
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