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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ITSM on 900 mobile devices anyone?
Published 17:36, 05 December 10
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 also tweaking the knowledge base and we have gotten it pretty much configured. We still have a few tweaks to make before we start to transfer 1000+ articles.
The ‘Help the Helpdesk’ is now deployed in the UK login scripts and it is now capturing 1,650 machines. Once that is complete, we will begin roll out to other regions as well. We have also created a test scenario for the user acceptance training (UAT) and are preparing for a training session on it next week.
We have also put in a request to Service-now.com to add the ability to convert blog style articles into Knowledge Articles. Otherwise things have gone to plan and the ITSM steering committee have decided to launch the Service-now.com solution as a business tool, not just a tool for IT.
Next on the to-do list is to configure the email notifications. Should be another good week of implementing the system, but really looking forward to the training and putting together some training videos and documents to make sure we hit the ground running once we come to launch.
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