News and offers, December 2007

Supporting your collaboration requirements with Enterprise Workflow Management

While collaboration applications add a new level of needed capability to your communications environment, they can also introduce an additional level of management complexity. Next generation collaboration solutions place an even greater demand on the underlying LAN/WAN network, hardware, support team and processes to work in synch to deliver a satisfactory end user experience.

EWM can help

When an incident, such as latency or device failure, occurs in the collaborative environment, the negative impact is visible and far-reaching, as it may affect multiple users, potentially disrupting in-progress video or voice conferences, shared whiteboards and document sharing facilities.

As well, changes within the infrastructure, such as those generated by a new hire or an office move, are expected to be executed quickly and seamlessly to allow your collaboration capability to extend to this broader working environment.

A comprehensive support solution consisting of the right combination of management tools, skill sets and processes is needed to ensure that both issues and change can be managed effectively in this new environment.

Enterprise Workflow Management (EWM) from Bell provides that support. EWM is an ITIL-based, IT service management solution that can help support your evolving collaboration requirements and meet these challenges. We take IT asset management to the next level by building in business-critical workflows to provide effective and consistent support services, not only for your collaboration needs, but for your communications environment in general.

What we do

Our EWM professional services team works closely with you to identify assets to be managed as part of supporting your overall collaboration solution. This includes but is not limited to an inventory of voice services, data services, cabling and equipment from a variety of providers in a consolidated data repository.

We then work with you to identify and implement the critical support workflows needed to ensure that issues and change impacting the delivery of collaboration services to the end user are addressed in a timely manner.

Finally, the service catalogue and the corresponding service level agreements – whether internally delivered, from third parties or from Bell – are finalized. Moving forward, the managed service component of EWM services and manages these IT assets within your infrastructure on a monthly basis, together with monthly performance reports and billing detail.

Why Bell?

EWM emphasizes and extends on our core competencies in IT support services and expertise in the area of network, cabling and end user equipment management, and leverages more than 10 years of experience in the business of managed and outsourced IT services. EWM leverages industry leading components that enable us to provide a robust, modern and scalable solution, and complements a corporate commitment to ITIL with deep expertise within our EWM professional services and implementation teams.