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 14:25, 31 January 11
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 CI’s for Incident and Change and by doing this our reports will mean something again.
Otherwise since going live, Service-now.com has performed as expected, if not better. Apart from a minor email glitch, all systems have worked as planned, though we still have a mountain of work to go through before calling the implementation complete.
We’ve also set up our Service Delivery Review Board. We did this to encourage our stakeholders to stay involved so that we can discuss where we want to take Service-now.com next and what we can and can’t do with the system.
We’re also actively looking into vendor score cards and surveys. Both have been on the agenda before, but I now think we’re in a position where we can make these a reality.
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