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 22:20, 25 January 11
We have pushed the button and the Service-now.com system is live and available across 40 countries.
All the support teams are now up and running and we only had a few hiccups, mainly around the LDAP import, which prevented 50 users from logging in, but it was ironed out rather quickly. Even though the system is live, the implementation is far from over and we still have a long road ahead of us before the implementation is complete.
This week we have been fixing a few bugs in the system. Just your run-of-the-mill issues that crop up with any project going live. Additionally we have been adding some extra features into the platform to make it even more dynamic.
From the user adoption point of view, things look encouraging. So far we have had over 3,000 tickets raised (many of which are migrated tickets) and have started to receive some positive end-user feedback.. Our CIO’s were hugely impressed after we gave them a CMDB demo.
Despite the system being live and the early results from customers and end users being positive, we still have a huge amount of work ahead of us.
We are currently looking into setting up timecards through Service-now.com as well as record producers and templates. Once those have been taken care of, we will be making configuration item (CI) capture on tickets mandatory. That ought to stir things up a bit.
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