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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The latest developments on Informa’s quest to implement SaaS for ITSM.
Published 01:25, 05 January 11
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 proving to be incredibly versatile, we've created and uploaded PDF, Word doc, YouTube videos, PowerPoint slide shows and knowledge articles.
We've formally trained the ITIL staff in a class room style format. While it reminded many of the team of their school days, it was important for us to hit the ground running. To be honest there isn't much training that's needed for Service-now.com, the user interface is easy to understand and people immediately saw the benefits of the SaaS platform and its potential.
We've run 35 additional user acceptance tests and the results have been initially positive. However, login across multiple domains has proved a challenge, so usernames are now including the domain names as part of the unique login name. We aim to have this fixed by the time we come to do the final tweaks to the system.
Next, we are aiming to have the system live for IT so that we can transfer all live tickets onto the Service-now.com platform.
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