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 14:20, 13 January 11
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 I have a good feeling that Service-now.com will be a widely accepted platform across the entire organisation.
We’ve also managed to transfer most of the live tickets to the new system. The IT staff was first to see the live system. The user acceptance from IT side has been positive and in the coming weeks we will be able to see whether Service-now.com has improved the pace of rate of IT service and issue resolution.
I mentioned in the last post that we had some problems with the login names. We’ve now managed to find a suitable solution and should not experience any further issues.
As we are moving closer and closer to our go-live date, we have Service-now.com and the incumbent tool in ‘cut over’ mode, so no more changes until we push the button. Our main focus now is making sure final preparations are ready for the go-live date. The real journey begins once we push the button.
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