GSX Blog

ITIL for your Messaging and Collaboration environment (Part 5A: Service Operation)

Posted by Carl Drechsel on Wed, Feb 29, 2012


Last week I finished covering Service Operation, in this post I am going to cover the processes associated with Service Operation that you will likely heavily interact with.

  • Event Management
  • Incident Management
  • Problem Management


1.       Event Management

    An event can be defined as a measurable or identifiable occurrence related to or affecting your services. Event Management primarily has to do with the monitoring of your services and configuration items in order to categorize, filter and act upon a given event. There are three different types of events.

    • Information-Does not require action, normal operations
    • Warning-An event that is unusual but does not impact service, needs closer attention
    • Exception-An Event that indicates abnormal operation or impacted service.

    So how does this impact your Messaging and Collaboration environment?

    Monitoring events are particularly important in your Messaging and Collaboration environments. The services your infrastructure provides are becoming increasingly mission critical, any disruption to e-mail systems or your SharePoint environment can quickly impact communications and the productivity of your users potentially resulting in financial losses.  The goal here is to have a system in place that will enable you to receive, manage and act upon environmental events.  I will address this topic much more in depth in a future post.

    2.       Incident Management

      In ITIL Incident Management is about managing the incident lifecycle, the goal is to restore normal operations as quickly as possible, with the least amount of impact. So what is an Incident?

      In ITIL it’s defined as:

      Any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to or a reduction in, the quality of that service.

      There are quite a few sub-processes associated with Incident Management forming the incident lifecycle. Summing up the lifecycle leaves us with five main components.

      • Incident Logging
      • Monitoring and Escalation
      • Incident Resolution (Across multiple levels of support)
      • Closure and Evaluation
      • Reporting

      So how does this impact your Messaging and Collaboration environment?

      Proper Incident Management is vital to ensure meeting ongoing service level goals.  Regardless of how you deploy ITIL in your organization, a proper incident management plan should be in place. The key to this is to know when to escalate, providing end users with timely resolution.  An incident can be classified by its impact and urgency, in a large environment many incidents can be logged simultaneously; classification can help to prioritize the work load.

      3.       Problem Management

        Ok, let’s start by defining a problem. In ITIL a problem is the unknown cause of one or multiple incidents. Problem Management is an attempt to resolve the root cause of incidents and minimize any impact incidents have on a service caused by issues with IT infrastructure, preventing recurrence of incidents related to these issues.

        So how does this impact your Messaging and Collaboration environment?

        Basically Problem Management means identifying incidents that have a root cause that is fixable preventing additional or future incidents.  As with Incident Management there is a basic lifecycle.

        • Identification
        • Categorization and Prioritization
        • Diagnosis and Resolution
        • Closure an Evaluation
        • Reporting

        The key here is to be able to correlate Incidents, identifying them as a recurring problem, and provide an adequate resolution.

        These three processes are truly a critical part of IT Operations, as mentioned above I am going to create a future article that cover these further in depth.

        The next article I post will be Part 5B of ITIL Service Operation, covering the final processes not covered in this post.

        Again any feedback would be greatly appreciated, and I’d be happy to continue the conversation offline if you have any specific questions.  Let me know what you think of the series so far, too little, too much, just right? Is there anything else you'd lik eme to touch on?

        Also if you've enjoyed the seriers please take a moment to share, like or tweet just above the beginning of the article.

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