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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Phase two of the implementation begins
Published 12:58, 03 March 11
Today was the first day of the 'Hassle my vendors' project as we have begun our phase two of the Service-now.com service catalogue.
We are looking to have three catalogues; the Service Catalogue of IT ‘stuff’, Business Service Catalogue and Technical Service Catalogue in the new system before too long. The Business Service catalogue will ultimately align with our budgets and business allocations.
Also, delivery of our weekly management status reports is now a reality. This will reduce some of the administrative headaches of manually generating the executive highlights
Another project we are currently exploring with a broader Service-now.com user community is whether anyone is using surveys for anything other than gauging end user satisfaction with IT service and support. We think the right surveys can be used for so much more and want to open up the discussion and see how the rest of the business can utilise them.
We’ve now started to compile our Service-now.com roadmap and it’s clear that everyone at Informa has grasped the power of this tool.
It looks like we are set for a very hectic time as there are now more than 80 business requests for enhancements and additional applications, such as problem management, fulfilment and service level management, to name but a few!
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