Ciollo Consultancy Services
Founded in 2007, we are a small London-based consultancy specialising in IT organisational transformation and IT products and services such as Infrastructure-as-a-Service (IaaS), Platform-as-a-Service (PaaS), Software-as-a-Service (SaaS), IT Operations and Support.
Our philosophy is that things should be done the right way, always. Often in projects you will encounter a range of challenges and risks, and the temptation is often to bypass good practice or the controls in place in order to deliver on time. Whilst it is crucial to prioritise, in our experience good stakeholder engagement, business analysis, planning, communications and understanding of business process and priorities go a very long way to delivering successfully and smoothly without critical compromises. We truly believe that Business is about relationships, and there is no substitute for engaging with stakeholders across the organisation and suppliers in order to deliver meaningful change.
ServiceNow greenfield implementation
Migrating from Ivanti LANDesk to a new ServiceNow implementation for a major public sector organisation.
Previously, there was no user portal, no automation, no integration with a KB, no CMS or CMDB, every process was in a different tool, and changes were extremely onerous. The challenges posed by the users' roles required core services that are time-critical with instant support response, but the tool was unable to identify business criticality, provide updates or allow users to log an incident.
Within the space of 4 months we designed and implemented the ServiceNow architecture and processes for all ITIL applications and PPM, creating a fully integrated ITSM tool where a CI can be linked to incidents, changes, problems, projects, requests, other CIs and any additional element such as a record in a custom application.
The portal was accessible to all authorised users for incident logging and updates, service catalogue with automated workflows and knowledgebase. The Service Desk had templates for incidents, Known Error DB for problems, custom SLAs and automated CSAT surveys. Change models with custom Change workflows.