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Establish a Communication and Collaboration System Strategy

Don’t waste your time deploying yet another collaboration tool that won’t get used.

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  • Marianne Chester, President/CEO, mEnterprise Solutions, and Acting CIO, X-Gen Pharmaceuticals
  • Diane Smith, CEO, ChoiceTel
  • Jan Wenzelburger, Enterprise Program Management, X-Gen Pharmaceuticals
  • Kurt Haas, Cloud/Mobile Architect, QuikTrip
  • Cisco Systems, Inc.
  • A special thank you to 29 anonymous contributors

Your Challenge

  • Communication and collaboration portfolios are overburdened with redundant and overlapping services. Between Office 365, Slack, Jabber, and WebEx, IT is supporting a collection of redundant apps. This redundancy takes a toll on IT, and on the user.
  • Shadow IT is easier than ever, and cheap sharing tools are viral. Users are literally carrying around computers in their pockets (in the form of smartphones). IT often has no visibility into how these devices – and the applications on them – are used for work.

Our Advice

Critical Insight

  • You don’t know what you don’t know. Unstructured conversations with users will uncover insights.
  • Security is meaningless without usability. If security controls make a tool unusable, then users will rush to adopt something that’s free and easy.
  • Training users on a new tool once isn’t effective. Engage with users throughout the collaboration tool’s lifecycle.

Impact and Result

  • Few supported apps and fewer unsupported apps. This will occur by ensuring that your collaboration tools will be useful to and used by users. Give users a say through surveys, focus groups, and job shadowing.
  • Lower total cost of ownership and greater productivity. Having fewer apps in the workplace, and better utilizing the functionality of those apps, will mean that IT can be much more efficient at managing your ECS.
  • Higher end-user satisfaction. Tools will be better suited to users’ needs, and users will feel heard by IT.

Research & Tools

Start here – read the Executive Brief

Read our concise Executive Brief to find out why you should develop a new approach to communication and collaboration apps, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.

2. Map a path forward

Map a path forward by creating a collaboration capability map and documenting your ECS requirements.

3. Build an IT and end-user engagement plan

Effectively engage everyone to ensure the adoption of your new ECS. Engagement is crucial to the overall success of your project.

Guided Implementations

This guided implementation is a nine call advisory process.

Guided Implementation #1 - Identify what needs to change

Call #1 - Identify goals and vision.
Call #2 - Study the end user.
Call #3 - Distill user requirements.

Guided Implementation #2 - Map out the change

Call #1 - Categorize tools.
Call #2 - Identify requirements.
Call #3 - Prioritize initiatives.

Guided Implementation #3 - Proselytize the change

Call #1 - Create a training plan.
Call #2 - Identify top apps.
Call #3 - Create a communication plan.

Onsite Workshop

Discuss This Workshop

Book Your Workshop

Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.

Module 1: Identify What Needs to Change

The Purpose

  • Create a vision for the future of your ECS.

Key Benefits Achieved

  • Validate and bolster your strategy by involving your end users.




Prioritize Components of Your ECS Strategy to Improve

  • Defined vision and mission statements
  • Principles for your ECS
  • ECS goals

Create a Plan to Gather Requirements From End Users

  • End-user engagement plan

Brainstorm the Collaboration Services That Are Used by Your Users


Focus Group

  • Focus group results
  • ECS executive presentation
  • ECS strategy

Module 2: Map Out the Change

The Purpose

  • Streamline your collaboration service portfolio.

Key Benefits Achieved

  • Documented the business requirements for your collaboration services.
  • Reduced the number of supported tools.
  • Increased the effectiveness of training and enhancements.




Create a Current-State Collaboration Capability Map

  • Current-state collaboration capability map

Build a Roadmap for Desired Changes

  • ECS roadmap

Create a Future-State Capability Map

  • Future-state collaboration capability map

Identify Business Requirements


Identify Use Requirements and User Processes


Document Non-Functional Requirements


Document Functional Requirements


Build a Risk Register

  • ECS business requirements document

Module 3: Proselytize the Change

The Purpose

  • Ensure the system is supported effectively by IT and adopted widely by end users.

Key Benefits Achieved

  • Unlock the potential of your ECS.
  • Stay on top of security and industry good practices.
  • Greater end-user awareness and adoption.




Develop an IT Training Plan

  • IT training plan

Develop a Communications Plan

  • Communications plan

Create Initial Marketing Material

  • App marketing one-pagers