Implementation Diary

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

  • Welcome to the easy upgrade

    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,...

  • It's hassle my vendor time

    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...

  • It's manic, we've closed 6,895 tickets

    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...

  • Keeping our stakeholders involved

    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...

  • We are live

    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...

  • No more changes until we press the button

    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...

  • Implementing cloud based 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 proving to be incredibly...

  • Go live is pushed back

    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...

  • Going mobile

    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...

  • Initial configuration going well

    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 out...

  • Here we go, a warts and all story of our latest project

    A bit about where I work. Informa plc is a leading international provider of specialist information and services for the academic and scientific professional and commercial business communities. It has over 150 offices in more than 43...

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