TMCnews Featured Article
April 17, 2012
VoIP Management Clearly Has a Role When Incorporating ITIL Solutions
By Susan J. Campbell, TMCnet Contributing Editor
As companies continue to focus on streamlining communications and reducing the cost of operation, there is an increased need to focus technology efforts on combining voice and data.
As the two converge under the same umbrella, businesses are looking for VoIP management tools on a universal platform. A driving force behind these industry trends is the adoption of a software-based solutions, hosted data centers and hopefully, someday, cloud-based communications.
By simply incorporating the framework of the IT industry, enterprise can manage their voice, video and other applications with some amazing advantages, according to this Clarus Systems (News - Alert) white paper. The use of common work flow processes and metrics to close any gap that exists between voice engineering and the IT world is on a steady growth path.
In order to best use VoIP management, it is best to understand how ITIL works, to provide a clear roadmap for technological functions that support business processes.Companies continue to utilize ITIL practices because of the practical framework that allows for easy integration and centralization of management tools. These tools consist of problem management, configuration management, incident management and change management.
Since every organization is unique, ITIL and VoIP management solutions are able to come in and work on any size company. Large multi-national groups can install a large amount of processes under the ITIL framework while small entrepreneurial entities can get away with effective and specific processes.The benefits of ITIL and VoIP management solutions are most visible in the telephony world.
When it comes to service strategy, service design, service transition, and service operation, there is room for management, from service portfolio management and financial management to change management and information security management. These are all clues that a finely tuned product is always in need of refining in an appropriate IPT infrastructure.
For example, a linear approach could not solve the voice engineer’s ability to effectively deploy a cluster of IP phones to a new office location.While ITIL has its own share of positives, it has not yet fully penetrated the world of IP telephony.
This is where VoIP management could give businesses that added boost it needs to make operations more fluid. The concept has gained acceptance for its best practices as methodology and moves forward with updates rather frequently. There is also the notion of added security and compliance. With ISO/IEC (News - Alert) 20000 certification, a majority of organizations could reach compliance.
Edited by Juliana Kenny
Internet Telephony Magazine
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