Design and Pilot Implementation of a Management Model for the Information and Communication Technology (ICT) Infrastructure and Platform Management (IPM) Practice in Municipal Public Administration

This paper proposes an Information and Communication Technology (ICT) infrastructure management model tailored to the operational reality of municipal public administration and grounded in the Information Technology Infrastructure Library version 4 (ITIL 4) Infrastructure and Platform Management (IPM) practice. A research gap was identified through a structured literature search that found no studies specifically addressing the application of the ITIL 4 IPM practice in municipal environments. Using the Design Science Research method, the model was developed and documented in Business Process Model and Notation (BPMN), integrating item classification, prioritisation routines and procedures adapted to resource-constrained public settings. A pilot execution in a municipal health unit demonstrated its applicability, revealing gaps in asset data, contributing to a more structured infrastructure assessment and supporting decision-making processes related to monitoring, risk mitigation and planned replacement of equipment. The results provide initial evidence that the model offers structural support and supports more consistent infrastructure analysis within the pilot context, indicating its potential to support maturity assessment across successive assessment cycles.