Method, system, and program product for managing communications pursuant to an information technology (IT) migration

Under the present invention, an initial distribution list of electronic message recipients within an organization undergoing an IT migration is generated using a personnel directory of the organization and at least one selection criterion. Once initial electronic message recipients are known, messages will be generated and sent using information from a mailing database and a designated schedule. User records for each of the initial electronic message recipients will be created in an inventory database and will include user information from the personnel directory as well as message information. Based on responses to the initial electronic message, follow-up and final electronic messages can be sent to respective distribution lists, and corresponding information stored in the user records of the inventory database.

FIELD OF THE INVENTION

In general, the present invention relates to communications management. Specifically, the present invention relates to a system, method and program product for managing communications pursuant to an Information Technology (IT) migration.

BACKGROUND OF THE INVENTION

As Information Technology (IT) continues to advance, many organizations are faced with the task of migrating their existing computer infrastructures, telephone systems and the like to newer technology. For example, an organization might wish to migrate its networking functions from token ring to Ethernet. Similarly, an organization might wish to migrate its telephone service from a landline-based service to a voice-over-IP service. To accomplish the desired migration, an organization will often hire an outside service-provider that will gather needed information and perform the actual migration.

Unfortunately, performing IT migrations such as these have historically been extremely expensive and labor-intensive processes. Specifically, IT migrations prior to the present invention necessitated numerous physical visits, telephone calls, and many manual processes for announcements, gathering of information and scheduling the actual migration. Unfortunately, this approach has several problems. For example, distribution lists currently must be generated manually. Moreover, a variation in individual's schedules typically creates problems in gathering the needed information, and often requires several physical visits. In addition, the actual migration is usually delayed since performing the migration typically requires that representatives of the organization be present while the service provider is on site. Still yet, there is no existing system that can manage the communications between the service provider and the organization.

In view of the foregoing, there exists a need for a solution that overcomes the above-mentioned deficiencies in the related art.

SUMMARY OF THE INVENTION

In general, the present invention provides a method, system, and program product for managing communications pursuant to an IT migration. Specifically, under the present invention, at least one selection criterion for generating an initial distribution list of electronic message recipients will be designated. The at least one selection criterion will typically be provided via a graphical user interface and can include a criterion such as work location, building number, building floor and workplace indicator (mobile employee, work-at-home employee, etc.). Once provided, the at least one selection criterion can be used to generate the initial distribution list. Specifically, the at least one selection criterion will be compared to personnel records contained in a (personnel) directory to identify an initial set of electronic message recipients. Thereafter, a user record will be created in a first database (e.g., an inventory database) for each of the initial set of electronic message recipients based on information contained in the personnel records. Then, an initial electronic message can be sent from a second database (e.g., mailing database) to the initial set of electronic message recipients according to a mailing schedule. The electronic message will typically be sent using electronic (email) addresses obtained from the user records of the inventory database.

In addition, a follow-up distribution list containing a follow-up set of electronic message recipients will be generated based on responses to the initial electronic message and the mailing schedule. This allows a follow-up electronic message to be sent. In a typical embodiment, the initial electronic message and the follow-up electronic message include a utility for inventorying computer systems of the electronic message recipients. In addition, under the present invention, the follow-up electronic message is selected from the mailing database using a decision tree process that can be based on, among other things, the responses to the initial electronic message.

Still yet, a final distribution list containing a final set of electronic message recipients can be generated based on responses received to the initial electronic message, the follow-up electronic message and the mailing schedule. Thereafter, a final electronic message can be sent from the mailing database. In general, the final electronic message indicates that responses will no longer be accepted, or sets forth a date after which responses will no longer be accepted.

A first aspect of the present invention provides a method for managing communications pursuant to an Information Technology (IT) migration, comprising: obtaining a mailing schedule for sending electronic messages for the IT migration; obtaining at least one selection criterion for generating an initial distribution list; comparing the at least one selection criterion to personnel records contained in a directory to identify an initial set of electronic message recipients for the initial distribution list; creating a user record in a first database for each of the initial set of electronic message recipients based on the personnel records; and sending an initial electronic message from a second database to the initial set of electronic message recipients according to the mailing schedule using electronic addresses obtained from the user records of the first database.

A second aspect of the present invention provides a method for managing communications pursuant to an Information Technology (IT) migration, comprising: specifying at least one selection criterion from the group consisting of work location, building number, building floor and workplace indicator; selecting a plurality of personnel records from a directory based upon the at least one selection criterion; defining a user record in a first database for each of the plurality of personnel records selected from the directory; and generating an initial distribution list by obtaining an electronic address from each user record in the first database.

A third aspect of the present invention provides a system for managing communications pursuant to an Information Technology (IT) migration, comprising: a schedule system for obtaining a mailing schedule for sending electronic messages for the IT migration; a criterion system for obtaining at least one selection criterion for generating an initial distribution list; a distribution list system for comparing the at least one selection criterion to personnel records contained in a directory to identify an initial set of electronic message recipients for the initial distribution list; a record creation system for creating a user record in a first database for each of the initial set of electronic message recipients based on the personnel records; and a message system for sending an initial electronic message from a second database to the initial set of electronic message recipients according to the mailing schedule using electronic addresses obtained from the user records of the first database.

A fourth aspect of the present invention provides a program product stored on a computer useable medium for managing communications pursuant to an Information Technology (IT) migration, the computer useable medium comprising program code for performing the following steps: obtaining a mailing schedule for sending electronic messages for the IT migration; obtaining at least one selection criterion for generating an initial distribution list; comparing the at least one selection criterion to personnel records contained in a directory to identify an initial set of electronic message recipients for the initial distribution list; creating a user record in a first database for each of the initial set of electronic message recipients based on the personnel records; and sending an initial electronic message from a second database to the initial set of electronic message recipients according to the mailing schedule using electronic addresses obtained from the user records of the first database.

A fifth aspect of the present invention provides a method for deploying an application for managing communications pursuant to an Information Technology (IT) migration, comprising: providing a computer infrastructure being operable to: obtain a mailing schedule for sending electronic messages for the IT migration; obtain at least one selection criterion for generating an initial distribution list; compare the at least one selection criterion to personnel records contained in a directory to identify an initial set of electronic message recipients for the initial distribution list; create a user record in a first database for each of the initial set of electronic message recipients based on the personnel records; and send an initial electronic message from a second database to the initial set of electronic message recipients according to the mailing schedule using electronic addresses obtained from the user records of the first database.

A sixth aspect of the present invention provides computer software embodied in a computer useable medium for managing communications pursuant to an Information Technology (IT) migration, the computer software comprising instructions for performing the following steps: obtaining a mailing schedule for sending electronic messages for the IT migration; obtaining at least one selection criterion for generating an initial distribution list; comparing the at least one selection criterion to personnel records contained in a directory to identify an initial set of electronic message recipients for the initial distribution list; creating a user record in a first database for each of the initial set of electronic message recipients based on the personnel records; and sending an initial electronic message from a second database to the initial set of electronic message recipients according to the mailing schedule using electronic addresses obtained from the user records of the first database.

A seventh aspect of the present invention provides a business method for managing communications pursuant to an IT migration.

Therefore, the present invention provides a method, system, and program product for managing communication pursuant to an IT migration.

DETAILED DESCRIPTION OF THE INVENTION

As indicated above, the present invention provides a method, system, and program product for managing communications such as pursuant to an IT migration. Specifically, under the present invention, at least one selection criterion for generating an initial distribution list of electronic message recipients will be designated. The at least one selection criterion will typically be provided via a graphical user interface and can include item(s) such as work location, building number, building floor and workplace indicator (mobile employee, work-at-home employee, etc.). Once provided, the at least one selection criterion can be used to generate the initial distribution list. Specifically, the at least one selection criterion will be compared to personnel records contained in a (personnel) directory to identify an initial set of electronic message recipients. Thereafter, a user record will be created in a first database (e.g., an inventory database) for each of the initial set of electronic message recipients based on information contained in the personnel records. Then, an initial electronic message can be sent from a second database (e.g., mailing database) to the initial set of electronic message recipients according to a mailing schedule. The electronic message will typically be sent using electronic (email) addresses obtained from the user records of the inventory database.

In addition, a follow-up distribution list containing a follow-up set of electronic message recipients will be generated based on responses to the initial electronic message and the mailing schedule. This allows a follow-up electronic message to be sent. In a typical embodiment, the initial electronic message and the follow-up electronic message include a utility for inventorying computer systems of the electronic message recipients. In addition, under the present invention, the follow-up electronic message is selected from the mailing database using a decision tree process that can be based on, among other things, the responses to the initial electronic message.

Still yet, a final distribution list containing a final set of electronic message recipients can be generated based on responses received to the initial electronic message, the follow-up electronic message and the mailing schedule. Thereafter, a final electronic message can be sent from the mailing database. In general, the final electronic message indicates that responses will no longer be accepted, or sets forth a date after which responses will no longer be accepted.

Referring now toFIG. 1, a system10for managing communications according to the present invention is shown. As depicted, system10includes computer system12, which is in communication with organization14. Computer system12is intended to represent any type of computer system capable of carrying out the teachings of the present invention. For example, computer system12could be a laptop computer, a desktop computer, a workstation, a handheld device, etc. In addition, as will be further described below, computer system12can be deployed and/or operated by a service provider such as one that is performing the IT migration for organization14, or that is managing communications that occur pursuant to the IT migration. As such, computer system12is shown deployed within a computer infrastructure16. This is intended to demonstrate, among other things, that the present invention could be implemented within a network environment (e.g., the Internet, a wide area network (WAN), a local area network (LAN), a virtual private network (VPN), etc.), or on a stand-alone computer system. In the case of the former, communication throughout the network can occur via any combination of various types of communications links. For example, the communication links can comprise addressable connections that may utilize any combination of wired and/or wireless transmission methods. Where communications occur via the Internet, connectivity could be provided by conventional TCP/IP sockets-based protocol, and an Internet service provider could be used to establish connectivity to the Internet.

Organization14is intended to represent any type of individual, group of individuals, company, etc. that is experiencing an IT migration. Examples of IT migrations include, among others, migration of networking functions from token ring to Ethernet, migration of telephone service from landline-based service to voice-over-IP service, etc. As further depicted, organization14can contain or communicate with one or more personnel directories62for organization14such as an employee directory, an electronic mail directory, a telephone switch/directory, an electronic company directory, etc. As will be further described below in the illustrative example, personnel directory62will be manipulated under the present invention to generate distribution list(s) of electronic message recipients.

In any event, under the present invention, the communications occurring between computer system12and organization14will be managed using communications management system40, which is shown implemented on computer system12as computer program code. To this extent, computer system12is shown including a processing unit20, a memory22, a bus24, and input/output (I/O) interface26. Further, computer system12is shown in communication with external I/O devices/resources28and one or more storage systems30A-B. In general, processing unit20executes computer program code, such as communications management system40, which is stored in memory22and/or storage system(s)30A-B. While executing computer program code, processing unit20can read and/or write data, to/from memory22, storage system(s)30A-B, and/or I/O interfaces26. Bus24provides a communication link between each of the components in computer system12. I/O devices28can comprise any devices (e.g., keyboard, pointing device, display, etc.) that enable a user to interact with computer system12and/or any devices (e.g., network card, modem, etc.) that enable computer system12to communicate with one or more other computing devices, such as those in organization14.

Communications between computer system12and organization14can occur over one or more networks. Such a network can comprise any combination of various types of communications links. For example, the network can comprise addressable connections that may utilize any combination of wired and/or wireless transmission methods. Further, the network can comprise one or more of any type of network, including the Internet, a wide area network (WAN), a local area network (LAN), a virtual private network (VPN), etc. Where communications occur via the Internet, connectivity could be provided by conventional TCP/IP sockets-based protocol, and a computing device could utilize an Internet service provider to establish connectivity to the Internet.

Computer system12is only representative of various possible computer infrastructures that can include numerous combinations of hardware. For example, processing unit20may comprise a single processing unit, or be distributed across one or more processing units in one or more locations, e.g., on a client and server. Similarly, memory22and/or storage systems30A-B can comprise any combination of various types of data storage and/or transmission media that reside at one or more physical locations. Further, I/O interfaces26can comprise any system for exchanging information with one or more I/O devices28. Still further, it is understood that one or more additional components (e.g., system software, math co-processing unit, etc.) not shown inFIG. 1can be included in computer system12. However, if computer system12comprises a handheld device or the like, it is understood that one or more I/O devices28(e.g., a display) and/or storage system(s)30A-B could be contained within computer system12, not externally as shown.

As will be further described below, storage system(s)30A-B can be any type of systems (e.g., databases) capable of providing storage for information (e.g., message configuration details, message templates, distribution lists, message response statuses, etc.) under the present invention. In a typical embodiment, at least two types of databases that are linked to one another are provided, namely, an inventory database30A and a mailing database30B. Inventory database30A will include or be made to include user records for each user in organization14undergoing the IT migration. Such records can include personnel information, message information, IT inventory information, etc. The mailing database30B will include or be made to include message templates for sending electronic messages.

In any event, storage system(s)30A-B could each include one or more storage devices, such as a magnetic disk drive or an optical disk drive. In another embodiment, storage system(s)30A-B include data distributed across, for example, a local area network (LAN), wide area network (WAN) or a storage area network (SAN) (not shown). Although not shown, additional components, such as cache memory, communication systems, system software, etc., may be incorporated into computer system12. Moreover, although not shown for brevity purposes, computer systems existing within organization14will likely contain computerized components similar to computer system12.

Shown in memory22of computer system12is communications management system40, which includes criterion system42, schedule system44, distribution list system46, record creation system48, message system50, response processing system52and record update system54. Operation of each of these systems is discussed further below. However, it is understood that some of the various systems shown inFIG. 1can be implemented independently, combined, and/or stored in memory for one or more separate computer systems12that communicate over a network. Further, it is understood that some of the systems/functionality may not be implemented and/or additional systems/functionality may be included as part of the present invention. Still yet, it is understood that the depiction of these systems shown inFIG. 1is illustrative only and that the same functionality could be achieved with a different configuration. That is, the functionality of these systems could be combined into fewer systems, or broken down into additional systems.

In an illustrative example, assume that organization14desires to migrate its networking functions from token ring to Ethernet on an enterprise-wide level. Under the present invention, an initial distribution list64A of electronic message recipients60A will be generated. This typically occurs by providing one or more selection criterion via criterion system42. Specifically, criterion system42provides a graphical user interface (GUI)70, which is shown inFIG. 2. As depicted, GUI70provides mechanisms72(e.g., fields, drop-down menus, etc.) to allow an administrator18(FIG. 1) or the like to select/designate various criteria for selecting users for the IT migration. Such criteria can include one or more of the following: user work location, user building number, user building floor, user workplace indicator such as a mobile employee, work-at-home employee, LAN Attached (seated) employee, etc. As will be further described below, this information will be used to interrogate personnel directory62(FIG. 1) to create/generate initial distribution list64A of electronic message recipients60A.

Referring back toFIG. 1, communications management system40further includes a schedule system44for providing a mailing schedule for sending electronic messages for the IT migration. Specifically, referring toFIG. 3, a GUI80for providing a mailing schedule according to the present invention is shown (as generated by scheduling system44). As depicted, GUI80includes mechanisms82for setting multiple dates for sending electronic messages. Specifically, GUI80not only allows dates for sending individual mailings to be set, but it also allows a “late response date” to be set. The “late response date” under the present invention is the date on or after which no responses to electronic message will be accepted. This concept will be further described below.

In any event, referring back toFIG. 1, after a mailing schedule and at least one selection criterion have been provided, distribution list system46will generate an initial distribution list64A of electronic message recipients60A using the at least one selection criterion and personnel directory62. Specifically, distribution list system46will compare the at least one selection criterion to personnel records contained in personnel directory62to identify an initial set (e.g., one or more) of electronic message recipients60A. To this extent, the initial set of electronic message recipients60A is identified when a match is established between the at least one selection criterion and user information contained in the personnel records. For example, if the at least one selection criterion designated building Z, floor3, then any user within organization14in building Z on floor3would be added to the initial distribution list64A.

Once the initial distribution list64A is created, corresponding user records will be created in inventory database30A by record creation system48. Specifically, a separate user record will be created for each electronic message recipient60A in initial distribution list64A (as identified by distribution list system46). Initially, each user record will include information obtained from the corresponding personnel records of personnel directory62. Referring toFIG. 4, an illustrative user record90of inventory database30A is shown. As can be seen various pieces of information92have been obtained from the personnel record for message recipient “Steve Prince”. Such information can include, among other things, a status, a site mailing address, a user name, a user electronic (mail) address, a user serial number, manager information, etc. In addition, as will be further described below, this information will be added to message information (e.g., date information) as electronic messages are sent.

In any event, referring back toFIG. 1, message system50will then send an initial electronic message from mailing database30B to the initial set of electronic message recipients60A. Message system50will do so according to the mailing schedule and will use electronic (mail) addresses obtained from the user records in inventory database30A (as created by record creation system48). In generating the electronic message(s), message system50will use templates, stored messages or the like from messaging database30B. In addition, once the initial electronic message is sent, corresponding message information such as date information, message specifics (e.g., a message identifier and/or or message content details) will be stored in the user records of inventory database30A by record update system54. To expedite this process and ensure accuracy, inventory database30A and mailing database30B are linked under the present invention.

In general, the initial electronic message as well as a follow-up electronic message (to be described below) includes a utility for inventorying computer systems of the message recipients60A. When executed, the utility will automatically analyze the computer system of electronic message recipients60A and obtain any needed IT information (e.g., whether the system has certain hardware and/or software, hardware/software information, etc.). The results obtained by the utility are typically included in responses by the electronic message recipients60A, which may also include information manually input thereby.

As responses are received from initial set of electronic message recipients60A they will be received and processed by response processing system52, which will format the results for presentation to administrator18or any other party. In addition, record update system54can populate the information contained in the responses into the corresponding user records of inventory database30A. This information can include, among other things, response message information (e.g., date and time of response), IT information about the recipients' computer systems, responses to questions, etc. Occasionally, responses from certain electronic message recipients60A are not received and/or additional information is needed. Under the present invention, distribution list system46is configured to generate a follow-up distribution list64B containing a follow-up set of electronic message recipients60B based on responses (or lack thereof) to the initial electronic message and the mailing schedule. The follow-up distribution list64B can contain the same or a subset of individuals from initial distribution list64A, and/or other recipients not included in initial set of electronic message recipients60A (e.g., equipment suppliers, managers, etc.). To this extent, in a typical embodiment, follow-up set of electronic message recipients60B are those individuals from whom a response was not received, from whom additional information is required, or to whom information needs to be communicated (e.g., managers, equipment suppliers, etc.). In any event, the follow-up electronic message is sent according to the mailing schedule. For example, referring back toFIG. 3, the initial electronic message is sent on Mar. 31, 2004, and the follow-up electronic message is sent on Apr. 7, 2004.

In a typical embodiment, the follow-up electronic message is generated from mailing database30B using a decision tree process that is based on the responses to the initial electronic message. For example, if no response was received, a reminder could be sent. Alternatively, if a response was received, a message could be sent based on the information contained therein. For example, referring toFIG. 5, a view100of the decision tree process is shown. As depicted, in view100, a network adapter was not required to perform the IT migration for a particular initial electronic message recipient60A. This conclusion could have been reached by the utility included with the initial electronic message and received by communications management system40in a response. Based on this conclusion, the decision tree processing concluded that a follow-up message was not needed. However, if the adapter had to be installed by “desk side support representative”, a certain follow-up message could have been required (e.g., “send note for mailing a cable only”). To this extent, the “decision tree” that is used to generate the follow-up electronic message using templates or the like from mailing database30B (or select the follow-up electronic message from mailing database30B) could be stored in memory22of computer system12or mailing database30B, and will link procedures to follow (including generating certain follow-up electronic messages) to specific scenarios and/or responses.

Any follow-up electronic messages that are generated will be sent to set of follow-up electronic message recipients60B. Similar to the initial electronic message, associated message information will be stored in the corresponding user records of inventory database30A by record update system54(as will information from any responses). Based on responses, or lack thereof, distribution list system46is further configured to generate a final distribution list64C containing a final set of electronic message recipients60C. In a typical embodiment, a final electronic message will be sent to those recipients indicating that responses will no longer be accepted. As such, similar to the initial and follow-up electronic messages, the final electronic message will be generated from the mailing database and sent according to the mailing schedule.

Referring back toFIG. 3, this concept is described in greater detail. Specifically, assume that after failing to respond to the initial electronic message, a reminder follow-up electronic message was sent to electronic message recipient “Z” on Apr. 7, 2004. Further assume that after failing to respond by Apr. 14, 2004, a final electronic message was sent. In one embodiment, the final electronic message could indicate that a response will no longer be accepted from message recipient “Z”. In another embodiment, the final electronic message could indicate a different date such as Apr. 15, 2004 as the final response date (shown inFIG. 3as the “late response date”). In either event, when the final electronic message is sent, associated message information will be stored in the corresponding user records of inventory database30A by record update system54. It should be understood that although user records were indicated as being created and maintained in inventory database30A and mailings derived from mailing database30B, this need not be the case. For example, both functions could be performed using a single database, more than two databases, or the functions could be swapped between databases30A-B.

A first method according to the present invention includes determining whether a trigger status for sending an initial set of electronic messages has been reached. Examples of trigger status can include “ready to send”, “not ready not send”, etc. If the initial set of electronic messages is not ready to send, the process will hold until the trigger status is reached. However, once the appropriate trigger status for sending the initial set of electronic messages message(s) has been reached, it will be determined whether a trigger time for sending the initial set of electronic messages has been reached. Examples of trigger times include certain dates or times at which point the initial set of electronic messages can be sent. If the established trigger time has not been reached, the process will hold until the trigger time is reached. Once this occurs, the initial set of electronic messages will be sent, and the status will be changed (e.g., to message sent). The process can then be repeated for follow-up and final sets of electronic messages.

The present invention also allows for the case where the trigger time has expired. Specifically, first, it is determined whether the trigger status has been reached in a similar fashion as discussed above. If so, it is determined whether the trigger time has expired/is past a deadline. This can occur, for example, if initial, follow-up and/or final electronic messages were not responded to in a timely fashion and/or if the related project (e.g., IT migration) is finalized. If this is the case, the status can be changed (e.g., to past deadline, etc.).

The processing and handling of responses can include determining whether a response to a message has been received. If not, the process will hold. If, however, a response to an electronic message was received, it is determined whether the response has requested removal of a data item or the like (e.g., a land-line telephone number pursuant to an IT migration to voice-over IP telephone service). If so, the status of the response is changed accordingly. If the response did not request removal of a data item, it is determined whether the response requested updating of a data item (e.g., wrong address on record). If so, a details document that contains the data can be updated, and the status can be changed accordingly. If the response did not request updating of a data item, it is determined whether the response specifically requested that the data item be kept. If so, the status is changed accordingly. If not, the status can be changed to a default status.

While shown and described herein as a method and system for managing communications pursuant to an IT migration, it is understood that the invention further provides various alternative embodiments. For example, in one embodiment, the invention provides a computer-readable medium that includes computer program code to enable a computer infrastructure to manage communications. To this extent, the computer-readable medium includes program code that implements each of the various process steps of the invention. It is understood that the term “computer-readable medium” comprises one or more of any type of physical embodiment of the program code. In particular, the computer-readable medium can comprise program code embodied on one or more portable storage articles of manufacture (e.g., a compact disc, a magnetic disk, a tape, etc.), on one or more data storage portions of a computing device, such as memory22(FIG. 1) and/or storage system(s)30A-B (FIG. 1) (e.g., a fixed disk, a read-only memory, a random access memory, a cache memory, etc.).

In still another embodiment, the invention provides a method for managing communications. In this case, computer infrastructure16(FIG. 1) can be provided and one or more systems for performing the process steps of the invention can be obtained (e.g., created, purchased, used, modified, etc.) and deployed to the computer infrastructure16(FIG. 1). To this extent, the deployment of a system can comprise one or more of (1) installing program code on a computing device, such as computer system12(FIG. 1), from a computer-readable medium; (2) adding one or more computing devices to the computer infrastructure; and (3) incorporating and/or modifying one or more existing systems of the computer infrastructure or to enable the computer infrastructure to perform the process steps of the invention.

The foregoing description of various aspects of the invention has been presented for purposes of illustration and description. It is not intended to be exhaustive or to limit the invention to the precise form disclosed, and obviously, many modifications and variations are possible. Such modifications and variations that may be apparent to a person skilled in the art are intended to be included within the scope of the invention as defined by the accompanying claims. For example, although the illustrative example describes a single follow-up message, this need not be the case. Rather, after the initial electronic message, the present invention could be configured and scheduled to send any quantity of follow-up electronic messages.