GSX Blog

ITIL for your Messaging and Collaboration Environment Wrap-up

Posted by Carl Drechsel on Wed, Mar 21, 2012


Over the last couple of months I’ve posted a host of articles covering each main process of ITIL and how they relate to your Messaging and Collaboration environments. Today I’d like to take the time to briefly review what I’ve covered and present a single question for each process that will sum up its overall goal. My hope is that the material I’ve covered and the questions I pose will get you thinking about how to use this robust framework to improve your IT organization and the services you provide. If I could reinforce one point it’s that benefits of ITIL can be recognized in both macro and micro deployments. Whether your organization has a full scale project planned to implement the ITIL methodology or you would like to simply apply the spirit of ITIL to your daily activities, keeping the basic tenets will help improve your organization and the service you deliver.

In the first article I presented a list of the benefits we can expect to realize by adopting an ITIL mindset, below I sum them up in three simple terms.

Quality-The service we provide is free from defect

Continuity-The service we provide is reliable

Efficiency-The service we provide is cost and resource effective and delivered in a timely manner

As I see it these are the three ultimate goals of ITIL, by focusing your efforts on these three areas you can achieve some of the more specific goals you set, leading to satisfied customers and a successful IT organization.

Ok, let me present now the main goal of each ITIL process and a question that you need to consider for each.

Service Strategy

Goal: Align IT and customer goals.

 “What do we provide to align with the needs of our customers and their goals?”

Service Design

Goal: Ensure that a service designed meets all customer and organizational objectives.

“How can we deliver a quality, reliable and efficient service?"

Service Transition

Goal: Ensure minimal or no impact to the quality and performance of the service delivered or modified.

“How can we deploy our service with minimal disruption?”

Service Operation

Goal: Ensure that ongoing operations meet customer expectations.

“What do we need to do to ensure continued quality, reliable and efficient delivery of a service?”

Continuous Service Improvement

Goal: Ensure that each component of your ITIL implementation is continuously improved resulting in greater quality and resource efficiencies.

“How can we get better?”

ITIL is definitely a comprehensive approach to IT organization. Hopefully I’ve been able to simplify what can be a very daunting initiative and provide at least an introduction to its concepts and philosophy.  ITIL as with any process improvement framework has both benefits and drawbacks. The trick to successful adoption of this approach is threefold:

  1. Get cross-functional buy-in-Everyone involved needs to understand the reasons for an ITIL implementation and agree on the goals.
  2. Do not take every last detail of ITIL seriously-One way to ensure a costly and unpopular initiative is to take it by the book.
  3. Get feedback-Go beyond the conference room, talk to customers, stakeholders, administrators, engineers, service desk personnel, ect.  No one knows what works and what doesn’t more than the people on the frontlines; take advantage of the day to day experience.

Right now I am working on a Whitepaper that explains what we at GSX can do to assist with your ITIL initiatives, highlighting each ITIL process. This whitepaper should be available within the coming weeks. If you’re interested, please add a comment to this post and we will inform you once it becomes available.

Next week I am starting a new series, on organizing your messaging and collaboration activities. As we all know messaging engineers are becoming increasingly responsible for not only e-mail systems but also mobile platforms and collaboration platforms as well.  The series will address some of these concerns so stay tuned.




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