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 a GAP analysis, configuring incident and change management. We also added an additional component to the project after we identified that Informa would benefit further from improving the process flow, so that has been added into the project. Another significant step that we have taken - and what I feel makes the project unique - is that we have added a bit of a social element to ITSM. Through the flexibility of Service-now.com we’ve had the option of creating a wholly integrated knowledge management system. We have ensured that authorised members of staff can upload articles, which will further improve our extensive knowledge bank. Upon writing this we’ve just turned on the Help the Helpdesk script in Service-now.com. The fact it's very simple and it automatically populated the CMDB. So far so good. We still have a bit of work to do on the CMDB side, including the addition of over 900+ mobile devices and a raft of other applications. More about that next time.