Implementation Diary
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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It isn't down to us, but the extra time will be handy
Published 17:40, 12 December 10
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 give us some extra time for minor tweaking and additional user acceptance testing. With the extra time in hand we’ve been digging into the client scripts and have carried out significant testing to make sure that we can fix any snags that might’ve cropped up.
One challenge we face at the moment is with the knowledge base. We initially decided to give blanket authorisation for staff to upload articles to a Wikipedia style knowledgebase but it was decided by our steering committee to restrict content creation to knowledge area experts only.
Right now we are setting an approval process in place, which is proving to be a bit of a challenge, but I’m confident we’ll find a good work around.
We have been uploading a lot of content into Service-now.com, the latest of which is the new catalogue items from our main reseller into the system, as well as defining high level business services and loading those to the system.
Next week we’ll be looking to start training people. It’s exciting and things are moving really rapidly. Can’t wait for people’s reactions.
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