In our last article we briefly mentioned that defining communication as a service allows it to be managed using service management frameworks such as COBIT® and ITIL®.
ITIL defines service management as "a set of specialized organizational capabilities for enabling value to customers in the form of services".
That isn't particularly helpful without some dissection:
It can be helpful to understand how communication fits within a service management framework. The diagram that follows displays a framework-agnostic view of communication and how it might interact with processes (or "practices") in service management frameworks.
Absent from this diagram is continual improvement, which as a process or practice may be used to improve communication as a service.
When you are just getting started, it can be useful to establish a baseline for how well you are doing with communication today. A GAP Analysis can be a useful way to approach this.
You want to answer questions like:
A communication plan is the foundation of communication as a service. If you haven't already, you'll also want to invest some time in researching and selecting a service management framework. Training in your selected framework (such as ITIL) may be advisable as well.
After that, you adapt your communication service to service management guidelines, utilizing processes and practices to manage and improve your communication.