CEITSM (Collaboration Enabled Information Technology Service Management)

While revolutions in communication and service management automation have enabled a far more mobile and efficient Information Technology Service Management, effectively marrying these key technologies has not always been easy. Companies have found it difficult to leverage all the traditional and ever-increasing new communication and collaboration channels within their processes.

When decision points in processes require human intervention, the inability to immediately locate, communicate with and capture responses from a highly mobile workforce and customer base creates latency that slows down processes and increases costs and risks. In addition, an inability to streamline the process of delivering routine notifications and inquiries has increased costs as expensive skilled resources must be used to track down the right people, deliver the message and obtain the required responses to move the process forward.

Collaboration-Enabled IT Service Management (CEITSM)

Collaboration-Enabled IT Service Management (CEITSM) removes latency in the execution of automated Information Technology Service management. By integrating CEITSM with unified communication and collaboration services, CEITSM eliminates the wait each time a human decision is needed to drive a process forward. With CEITSM, an automated process can invoke the appropriate communication and collaboration services whenever human decision-making is required. These services engage the user(s) who must participate in the process, providing automatic notifications over the users' channel of choice and enabling them to respond through any channel so that the process can continue with minimal interruption.

ATEC Group (formerly GSS InfoTech) has envisaged a robust CEITSM solution which extracts human latency in automated processes. The solution centers around by expanding the range of channels that can be integrated with automated processes and providing bi-directional notifications that eliminate gaps in execution whenever human decisions are required. We would like to showcase this solution first to its existing clients by building a prototype which helps them greatly in saving time and money spent on service desk management process.

Use Case Example: IT Service Management for a Major Retailer During a Natural Disaster

Major retail chains play a very important role in making sure that critical and essential items are made available to end users in the case of a national emergency. Here’s an example:

A hurricane enters the East Coast and the head of IT for a major retail chain needs to assess the damage caused to its data center which is located in one of the affected areas. The hurricane had unpredictably changed it' course, bringing the data center right on the way of the hurricane's path.

The damage assessment is critical as it will help the retailer to make a decision whether to switch to their backup data center located on the West Coast. The retailer has to make sure that critical data is made available to its networks and suppliers as this will keep its supply chain intact, thereby making sure that the essential supplies are available to customers. In the case of natural disaster, these critical supplies save and sustain life.

The emergency response team decides to assess the damage at the data center and the IT head starts the incident management procedure in one of the ITSM tools. The ITSM tools send an event to CEITSM to notify the Business Continuity Planning Manager of the required assessment and request acceptance. Since it is an urgent notification, CEITSM sends the alert to the manager over multiple channels simultaneously including text message, cell phone and desk phone. The manager receives the message on his cell and accepts responsibility for initiating the assessment by pressing the correct option.

The BCP manager makes an onsite tour and reports damage to the data center's critical operational capabilities.

CEITSM delivers this acceptance event to ITSM tool, and ITSM tool automatically launches the multiple processes associated with shutdown of the data center, activating the backup data center, sending notifications to all stakeholders etc. During each process, CEITSM sends notifications, receives updates and monitors the overall cut over activity.

Once the backup data center is activated and all the related processes and tasks conclude, CEITSM sends a notification to all key stakeholders to meet each other through a collaborative medium such as web conferencing to start the recovery process for the damaged data center.


The solution delivers all of the key capabilities required for CEITSM including:

  • Comprehensive multi-channel support for voice, IVR and video conference, email, instant messaging video chat and Web conferencing (WebEx), SMS, wireless access protocol (mobile phones) and social channels.
  • Personalization that allows users to define their preferred channels and escalation options for multiple types of notifications.
  • Rich presence that offers an enhanced form of presence using skills-based routing, channel preferences, notification types, content, time, location and other relevant criteria to detect presence and send notifications over the best available channel, at the right time and to the right recipient.
  • Bi-directional, interactive communications. Notification recipients can provide responses through their channel of choice. This includes the ability to use a unified communications gateway to deliver data such as video footage, pictures from hi-definition cameras or data from medical devices to recipients as well as incorporate it into the process.

Furthermore, the solution would reduce the risk, time and total cost of ownership for companies who implement the solution by rendering the following capabilities

  • Options for deployment on the cloud or on-premise. Available as Software-as-a-Service (Saas), the solution offers all the advantages of cloud implementation including the flexible consumption of communication and collaboration services to accelerate a business process flow, on-demand scalability and rapid, cost-effective deployment that eliminates expenditure for hardware or additional IT resources.
  • Device-agnostic channel technology is abstracted from the BPM layer so that no client is necessary. No downloads are required for anyone outside the application environment, such as customers, partners or traveling employees who need to participate in the business process by receiving and responding to automatic notifications.

The proposed CEITSM solution would be vendor agnostic which can easily customized to any IT Support Service Management Tool.

Leveraging on the proliferation and maturation of collaboration technologies, the solution CEITSM (Collaboration Enabled Information Technology Service Management) will be set a new industry standard that will create value disproportionately across industries which employ the solution. This is a cutting edge solution that is bound to expand the ITSM market.



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