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Dale Cohen
As a company grows and changes computing systems, the job of implementing a messaging system turns from installing and maintaining software to integrating, fine-tuning, and measuring a series of systems in other words, managing an ongoing project. For organizations integrating multiple E-mail systems, this chapter discusses the goals of a rollout and gives sample implementation scenarios.
Implementing a messaging system infrastructure requires taking small steps while keeping the big picture in mind. The complexity of the endeavor is directly affected by the scope of the project.
If implementing messaging for a single department or a small single enterprise, a vendor solution can probably be used. All users will have the same desktop application with one message server or post office from that same application vendor.
By contrast, integrating multiple departments may require proprietary software routers for connecting similar systems. When building an infrastructure for a single enterprise, the IT department may incorporate the multiple-department approach for similar systems. Dissimilar systems can be connected using software and hardware gateways.
If the goal is to implement an integrated system for a larger enterprise, multiple departments may need to communicate with their external customers and suppliers. The solution could implement a messaging backbone or central messaging switch. This approach allows the implementers to deploy common points to sort, disperse, and measure the flow of messages.
If an organization already has an infrastructure but needs to distribute it across multiple systems connected by common protocols, the goal may be to make the aggregate system more manageable and gain economies of scale. Implementations can vary widely, from getting something up and running to reducing the effort and expense of running the current system.
Messaging is a unique application because it crosses all the networks, hardware platforms, network operating systems, and application environments in the organization. Plenty of cooperation will be necessary to accomplish a successful rollout. The traditional constraints are time, functionality, and resources, though implementers must also manage user perceptions.
In an international organization of 5,000 or more users, it is not unreasonable to spend $200,000 to $500,000 on the backbone services necessary to achieve a solution. The total cost including network components, new desktop devices, ongoing administration, maintenance, and end-user support can easily exceed $2,500 per user, with incremental costs for the E-mail add-on at $300 to $500 per year.
The initial appeal of offerings from Lotus Development Corp., Novell Inc.,and Microsoft Corp. is that a component can be added at a low incremental cost. In reality, the aggregate incremental costs are huge, although most of the purchasers costs are hidden. For a corporate PC to handle E-mail, the corporatewide and local area networks and support organizations must be industrial strength.
Although this investment may at first glance seem prohibitively high, it allows for add-ons such as Web browsers or client/server applications at a much lower startup cost. Vendors argue that they make it possible for the buyer to start small and grow. It is more likely that an organization will start small, grow significantly, and grow its application base incrementally. In the long run, the investment pays for itself repeatedly, not only for the benefits E-mail provides but for the opportunities the foray offers.
It is easy to underestimate the expertise required to operate an efficient messaging infrastructure. Most IT departments are easily able to handle a single application in a single operating environment. Multiple applications in multiple operating environments are a different story.
Messaging systems must be able to deal with multiple network protocols, various operating systems, and different software applications all from different vendors. Given these facts, it is difficult to understand why already overburdened LAN administrators would take on the significant systems integration responsibilities of a messaging system rollout.
When confronted with problems during a messaging system integration, the staff must be able to answer the following questions:
Skill Sets. Individuals performing the rollout must be technically adept, have strong diagnostic skills, and understand how to work in a team environment. They must be adept with multiple operating systems and understand the basics of multiple networks. Ideally, they understand the difference between a technical answer and one that solves the business issue at large.
Many organizations make the mistake of assigning first-tier support staff to an E-mail project when systems integrators are called for. The leanest integration team consists of individuals with an understanding of networks and their underlying protocols, operating systems, and two or more E-mail applications. Data base knowledge is very useful when dealing with directories and directory synchronization. A knowledge of tool development helps automate manual processes. Application monitoring should occur alongside network monitoring because nothing signals a network error as well as an E-mail service interruption.
Cross-functional Integration Teams. The most efficient way to coordinate a rollout is through cross-functional teams. It is important to incorporate E-mail implementation and support into the goals of the individuals and the teams from which they come. Many organizations do this informally, but this method is not always effective. A written goal or service level agreement is extremely helpful when conflicting priorities arise and management support is needed.
When creating the core messaging integration team, it is very helpful to include individuals from WAN and LAN networking, systems, operations, and support desk staff, in addition to the individual application experts from each E-mail environment.
At any point in the project, network administrators may find themselves trying to implement an enterprisewide solution, a new departmental system, a corporatewide directory service, or a solution for mobile E-mail users. When building a house, it is commonly understood that the plumbing and waste systems must be installed before hooking up the bath fixtures. This is not the case with messaging.
A messaging system rollout should start with a basic infrastructure plumbed for future expansion, and be followed directly with reliable user functionality. Results should be monitored and measured, and original infrastructure issues should be revisited as appropriate. Project success comes with regular reports on what has been delivered and discussions of incremental improvements in reliability and services.
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