Building a "world-class" infrastructure always starts with the organization structure. Organization structures designed for small, medium, and large infrastructure development and support organizations. No one structure is correct for all organizations, but certain key functions do apply in all cases. These organization structures are designed to address the people and process issues first, with technology issues being secondary. I'm not saying that technology isn't important, but let's be blunt here: Based on the assessments I've performed, infrastructures are in horrible shape precisely Because of the lack of attention to non-technology issues. For infrastructure organizations to become successful and cost-effective service providers, the focus needs to be in this order: