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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Welcome to the easy upgrade
We're really making progress
by Mike Simons
We just went live with the new Service-now.com Winter 2011 release which has some very interesting new applications for social IT. Have I mentioned before the ease of upgrading? We come in on the morning of the upgrade and...
March 7, 2011 5:42 PM Read Full Post
It's hassle my vendor time
Phase two of the implementation begins
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...
March 3, 2011 12:58 PM Read Full Post
It's manic, we've closed 6,895 tickets
The latest developments on Informa’s quest to implement SaaS for ITSM
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...
February 7, 2011 4:23 AM Read Full Post
Keeping our stakeholders involved
The latest developments on Informa’s quest to implement SaaS for ITSM
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...
January 31, 2011 2:25 PM Read Full Post
We are live
The latest developments on Informa’s quest to implement SaaS for ITSM
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...
January 25, 2011 10:20 PM Read Full Post
No more changes until we press the button
The latest developments on Informa’s quest to implement SaaS for ITSM
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...
January 13, 2011 2:20 PM Read Full Post
Implementing cloud based ITSM
The latest developments on Informa’s quest to implement SaaS for ITSM.
So much to do, so little time. Last week we talked about how we were going to start some training courses for the new ITSM suite. We've now created the training materials and have something for everyone. The system is...
January 5, 2011 1:25 AM Read Full Post
Go live is pushed back
It isn't down to us, but the extra time will be handy
It's been a busy week again. We've made significant progress with the SaaS implementation, but have got news saying that our go-live date has been pushed back by 20 days due to business commitments. The 20 days does though...
December 12, 2010 5:40 PM Read Full Post
Going mobile
ITSM on 900 mobile devices anyone?
The progress continues with the implementation of the new ITSM solution. The addition of the mobile devices is complete and we have started uploading data and products into our Service Catalogue and its taking shape quite nicely. We are...
December 5, 2010 5:36 PM Read Full Post
Initial configuration going well
We've even added something unique in ITSM
We have made good progress at implementing our new ITSM suite here at Informa. We have taken significant steps with Service-now.com in that we have carried out initial configuration for the solution. This has included steps such as carrying...
November 29, 2010 12:30 PM Read Full Post
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