GSX Blog

ITIL for your Messaging and Collaboration environment (Part 4A: Service Transition)

Posted by Carl Drechsel on Fri, Feb 17, 2012


Last week I posted about the final four processes associated with Service design, in this post I will cover the first three processes which are part of Service Transition.

1.       Transition Planning and Support

The main objective of Transition Planning and Support is to manage the planning and coordination of requirements needed to deploy a major release according to agreed cost, time and quality specifications. Essentially this process aims to ensure an orderly transition into a new or modified service.  This process closely resembles typical project management methods, but from a service transition standpoint.

So how does this impact your Messaging and Collaboration environment?

Transition Planning and Support is important to ensure that any potential bumps in the road are smoothed out. The goal is to identify and manage any potential disruptions as a service is transitioned into a live or production environment.  From a Messaging and Collaboration perspective you will need to work alongside the Project Manager to identify any issues based on your technical experience. There are four sub-processes that are a part of Transition Planning and Support:

  • Project Initiation
  • Project Planning and Coordination
  • Project Control
  • Project Reporting and Communication

2.       Change Management

Change Management is a process implemented with the intention of reviewing proposed changes to a service to ensure minimal disruption to IT services. Change Management has three primary objectives:

  • Minimize impact to IT service as a result of any proposed then implemented change
  • Give awareness to all concerned IT parties regarding proposed changes
  • Create a change plan and schedule for upcoming changes

So how does this impact your Messaging and Collaboration environment?

Change Management typically involves a fair amount planning and information gathering, at least for the change requestor. This of course varies depending on the complexity of the change. What type of information should be provided to the Change Manager?

  • The type of change: New service, enhancement or defect
  • Project or department
  • Request Description
  • Date of the change
  • Priority
  • Reason for the change


  • Outage, Yes or No
  • Duration
  • Impacted services
  • Test Plan
  • Method
  • Any comments or notes
  • And, of course, approvals


3.       Service Asset and Configuration Management

The goal of Service Asset and Configuration Management is to keep an up to date record on information about a particular Configuration Item, which is any component that needs to be managed to deliver an IT service. This can include hardware, software, buildings, people and documentation, such as process or SLA’s. The following benefits can be realized by keeping the Configuration Management System (CMS) up to date:

  • Providing accurate information on Configuration Items (CIs) and their documentation                  
  • Making software changes visible                            
  • Contributing to contingency planning                   
  • Supporting and improving Release Management                            
  • Allowing the organization to perform impact analysis and schedule changes safely and efficiently
  • Providing problem management with data on trends

So how does this impact your Messaging and Collaboration environment?

As a member of the Messaging and Collaboration team, it will likely be your responsibility to confirm that the CMS has up to date information. Typically this occurs as any changes are made, new services are introduced or as part of a periodic review.  The key is to ensure that the information is thorough, including all dependencies.

ITIL keeps continuing to dominate corporate thinking in IT operations, IT support, and IT service delivery best practice and there are a high potential benefits from following these steps when moving forward with ITIL adoption.

Next week I will post Part 4b of ITIL of Service Transition, which will cover the final four processes.

If you missed my previous posts you can find them here.

As with the rest of the articles in this series this is just an introduction, ITIL is vast, and in order to full advantage of the framework I would recommend additional research.

Finally, I would, however, still love to hear your thoughts, comments, and ideas around ITIL in your Messaging and Collaboration environments.





Tags: Collaboration, ITIL, sla, Service Transition, Service Delivery, Lotus Domino Monitoring, Messaging, Reporting, lotus domino, Framework