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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Twitter ProfileIt's manic, we've closed 6,895 tickets
The latest developments on Informa’s quest to implement SaaS for ITSM
Published 04:23, 07 February 11
We are working to turn on additional applications and services in our ITSM SaaS platform. We are now in discussions internally to take advantage of the IT Cost Management functionality. It will be interesting to see how this new Service-now.com application will support our requirements. We have arranged a demo for next week, which should set the scene quite nicely.
Here are a few numbers we can share since going live about a month ago. We’ve opened 7,874 tickets, closed 6,895 and logged more than 10,000 system updates. You can imagine it has been relatively manic to say the least.
We are looking to turn on the time cards in Service-now.com, which will eases the management strain from before making resource management much easier to track.
In my last diary entry I mentioned vendor score cards. Well, they are now in play, which means we can now get internal feedback on vendors which we use in service reviews. Watch out vendors...we are actively scoring you!
Next on our to-do list is phase two of our service catalogue implementation. We are looking to do split our catalogue into three; physical stuff, business services and a technical catalogue. It is a significant undertaking and we still have some definition work to do but I’m looking forward to a relatively smooth process.
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