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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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 countries. We are one of the largest publicly-owned organisers of conferences and courses, arranging over 8,500 events annually.

Recently our incumbent IT Service Management (ITSM) solution has been the source of much sleep deprivation. We identified that our incumbent solution was limiting the flexibility and growth around ITIL and associate processes.

Other issues such as performance and usability, lack of scalability and the reliance on custom development were also identified. After a substantial identification period, we decided to implement one from Service-now.com, the creator of modern software-as-a-service (SaaS) for ITSM.

Over the coming weeks I will be diarising our implementation project which breaks up into the following phases and priorities:

Phase 1 Priorities:

  • Incident Management
  • Change Management
  • Service Catalogue
  • CMDB - configuration management
  • Knowledge Management
  • Service Level Management

Phase 2 Priorities:

  • Problem Management
  • Release Management
  • Software Asset Management
  • Service Catalogue (part2)
  • CMDB - configuration management
  • Time tracking (timesheets)

Tune in next week for a warts-and-all account of the first stage of the implementation; we’re excited to see how it goes!

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