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Implementation Diary

Implementation Diary

Enterprise IT projects are tough, and this diary records the highs and lows of rolling out business critical systems.

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Implementation Diary

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 work as normal,...

March 07, 2011 5:42:50 PM Read Full Post

It's hassle my vendor time

Phase two of the implementation begins

by Implementation Diary

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...

March 03, 2011 12:58:55 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

by Implementation Diary

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 07, 2011 4:23:22 AM Read Full Post

Keeping our stakeholders involved

The latest developments on Informa€™s quest to implement SaaS for ITSM

by Implementation Diary

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 CI’s for Incident and...

January 31, 2011 2:25:13 PM Read Full Post

We are live

The latest developments on Informa€™s quest to implement SaaS for ITSM

by Implementation Diary

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...

January 25, 2011 10:20:32 PM Read Full Post

No more changes until we press the button

The latest developments on Informa€™s quest to implement SaaS for ITSM

by Implementation Diary

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 2:20:15 PM Read Full Post

Implementing cloud based ITSM

The latest developments on Informa€™s quest to implement SaaS for ITSM.

by Implementation Diary

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 proving to be incredibly...

January 05, 2011 1:25:36 AM Read Full Post

Go live is pushed back

It isn't down to us, but the extra time will be handy

by Implementation Diary

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 give us some extra...

December 12, 2010 5:40:25 PM Read Full Post

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by Implementation Diary

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December 08, 2010 2:22:35 PM Read Full Post

Going mobile

ITSM on 900 mobile devices anyone?

by Implementation Diary

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 also...

December 05, 2010 5:36:16 PM Read Full Post


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