Implementation Diary

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Paul Hardy is the Head of Service & Support at Informa plc. In his role Paul is responsible for Informa’s technical services, IT support, supplier management and service delivery. Most recently he has undertaken the project manager role for Informa’s move to an IT Service Management platform, encompassing ITILv3.

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Recent Posts

Welcome to the easy upgrade

We're really making progress

We just went live with the new Service-now.com Winter 2011 release which has some very interesting new applications for social IT. Have I mentioned before the ease of upgrading? We come in on the morning of the upgrade and...

Tags: implementation, informa, infrastructure, it service management, itil, itsm, project maangement

It's hassle my vendor time

Phase two of the implementation begins

Today was the first day of the 'Hassle my vendors' project as we have begun our phase two of the Service-now.com service catalogue. We are looking to have three catalogues; the Service Catalogue of IT ‘stuff’, Business Service Catalogue...

Tags: implementation, informa, infrastructure, it service management, itil, itsm, project management

It's manic, we've closed 6,895 tickets

The latest developments on Informa’s quest to implement SaaS for ITSM

We are working to turn on additional applications and services in our ITSM SaaS platform. We are now in discussions internally to take advantage of the IT Cost Management functionality. It will be interesting to see how this new Service-now.com...

Tags: applications, implementation, informa, infrastructure, it service management, itil, itsm, itsmf, service-now.com

Keeping our stakeholders involved

The latest developments on Informa’s quest to implement SaaS for ITSM

Everything is still working as it should and we have had some time to make a few changes. We have made the changes to CI capture mandatory, which talked about in my last post. We have spent time validating application...

Tags: applications, implementation, informa, infrastructure, it service management, itil, itsm, itsmf, service-now.com

We are live

The latest developments on Informa’s quest to implement SaaS for ITSM

We have pushed the button and the Service-now.com system is live and available across 40 countries. All the support teams are now up and running and we only had a few hiccups, mainly around the LDAP import, which prevented 50...

Tags: applications, impementation, informa, infrastructure, it service management, itil, itsm, itsmf, mobile, service-now.com

No more changes until we press the button

The latest developments on Informa’s quest to implement SaaS for ITSM

An interesting period, to say the least. The training sessions we ran were well received and people seem to be excited about a new SaaS application. Some of the non-technical people really appreciated the intuitive simplicity of the system and...

Tags: applications, implementation, informa, infrastructure, it service management, itil, itsm, itsmf, service-now.com

Implementing cloud based ITSM

The latest developments on Informa’s quest to implement SaaS for ITSM.

So much to do, so little time. Last week we talked about how we were going to start some training courses for the new ITSM suite. We've now created the training materials and have something for everyone. The system is...

Tags: applications, implementation, informa, infrastructure, it service management, itil, itsm, itsmf, service-now.com

Go live is pushed back

It isn't down to us, but the extra time will be handy

It's been a busy week again. We've made significant progress with the SaaS implementation, but have got news saying that our go-live date has been pushed back by 20 days due to business commitments. The 20 days does though...

Tags: applications, impementation, informa, infrastructure, it service management, itil, itsm, itsmf, service-now.com

Going mobile

ITSM on 900 mobile devices anyone?

The progress continues with the implementation of the new ITSM solution. The addition of the mobile devices is complete and we have started uploading data and products into our Service Catalogue and its taking shape quite nicely. We are...

Tags: applications, impementation, informa, infrastructure, it service management, itil, itsm, itsmf, mobile, service-now.com

Initial configuration going well

We've even added something unique in ITSM

We have made good progress at implementing our new ITSM suite here at Informa. We have taken significant steps with Service-now.com in that we have carried out initial configuration for the solution. This has included steps such as carrying...

Tags: applications, impementation, informa, infrastructure, it service management, itil, itsm, itsmf, service-now.com