GSX Blog

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

Posted by Carl Drechsel on Wed, Mar 07, 2012


In the last post I discussed the three Service Operation processes associated with the lifecycle of an event in your environment. This post will cover the other two processes that are a part of Service Operation.

  • Access Management
  • Request Fulfillment

1.       Access Management

Access Management is the process of executing policies defined by Information Security Management. The aim is to provide access to information and services to authorized users while preventing unauthorized access. Access Management is based on the following components.

  • Access-the level or extent or a service’s functionality or data that a user is entitled to use.
  • Identity-information about a user that distinguishes them as an individual, an identity is unique to a particular user.
  • Rights-(Privileges) the settings that provide a level of access, typical include read, write, execute, change and delete.
  • Service Groups-the grouping of a particular set of services in order to provide access to services as a group instead of a single service at a time.
  • Directory Service-a specific type of tool that is used to manage access and rights.

So how does this impact your Messaging and Collaboration environment?

Access Management is a large part of any Messaging and Collaboration environment. Obviously there are many different access configurations that can be used, but what’s key here is providing access or preventing access as prescribed by Information Security. As with much of ITIL Access Management is about having the right set of processes and procedures in place to minimize risk. These efforts remove inefficiencies and secure services and information providing cost reduction and cost avoidance.  

2.       Request Fulfillment

In ITIL the object of Request Fulfillment is to fulfill user service requests. There are four basic types of service requests.

  • Request for information
  • Technical advice
  • Standard changes
  • Access

The process of fulfilling service requests can be governed according to a particular request model depending on the type of request received. In this manner request fulfillment can be streamlined in order to increase efficiency reducing costs. It is important to differentiate between service requests and incidents, incidents are an unplanned exception, whereas service requests fulfillment can be planned.

So how does this impact your Messaging and Collaboration environment?

Request Fulfillment is an important part of IT Operations in messaging and collaboration environments. Depending on how many users you support in your environment you could be fulfilling service requests yourself or have a full scale Service Desk implemented. Either way creating a request model for service requests can provide benefit.  In smaller operations having a plan for request fulfillment can help prioritize and streamline the process. In larger deployments a good request fulfillment plan can potentially save your company thousands of dollars in efficiency and productivity.

The next article I post will cover Continual Service Improvement (CSI) for ITIL, in that post I will discuss the process for learning from previous experiences and applying it to your current and future IT endeavors.

Please take a moment to add to or comment on anything I’ve covered so far, the feedback is welcome.


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