What happened during 2010

  • An IT service catalogue was defined after numerous interviews with stakeholders
  • The GS and IT service catalogues were merged into one service catalogue
  • Workshops took place to assess the suitability of the GS processes for IT. After some changes this resulted in a single process definition covering the needs of GS and IT. These processes were approved by GS and IT management (including all group leaders and other stakeholders).
  • The roles associated to the new processes were assigned, and service owners and functional managers have been trained and asked to complete the service information in the service catalogue.
  • A prototype service portal was developed in sharepoint, with the help of Dan Noyes for the design.
  • The sharepoint experience, resulted in the adoption of Drupal as preferred platform for web publishing. An architecture was developed to support this platform in future with service information leading to a potential integration with the E-Guide maintained by HR.
  • The service management tool selection was performed. This involved the compilation of a list of over 300 tests, and evaluation of 6 products against this detailed test list.
  • The contract with serviceNow was signed in September and the first tool instance made available to us in October.
  • The service management tool was configured to support our service catalog and defined processes.
  • Finally for cost and timing reasons we used the content management module from the service management tool to implement the  final version of the service portal.
  • The service desk location was identified and prepared.
  • The service desk support contract was prepared, people selected.
  • A service desk manager and service manager on duty were recruited.
  • Documentation and training material for supporters was prepared.
Page last updated on: 30 January 2017 at 17:15