| 00:00 - 00:05 | We're going to be replacing our Ticket Logging system |
| 00:05 - 00:07 | with a new system called ServiceNow. |
| 00:07 - 00:10 | Its going client live on 16th July |
| 00:11 - 00:16 | but can I tell you a secret? |
| 00:17 - 00:21 | It doesn't even work |
| 00:21 - 00:24 | It's true |
| 00:29 - 00:31 | It's true |
| 00:31 - 00:34 | Everything about it is broken |
| 00:38 - 00:40 | It's true |
| 00:41 - 00:47 | Our engineers haven't been trained on it |
| 00:47 - 00:50 | Guernsey engineers call up |
| 00:50 - 00:56 | and ask "What's a request?" |
| 00:58 - 00:59 | They've no idea |
| 00:59 - 01:01 | No training for them either! |
| 01:04 - 01:06 | Even the training and development manager |
| 01:06 - 01:08 | doesn't know how to use it |
| 01:13 - 01:14 | It's true |
| 01:14 - 01:16 | The Service Desk are trying to use it |
| 01:16 - 01:20 | but there's so many issues |
| 01:21 - 01:27 | There's been a duplicate case issue for 5 weeks! |
| 01:35 - 01:36 | 5 Weeks! |
| 01:36 - 01:39 | It's still not fixed. |
| 01:41 - 01:44 | But seriously, |
| 01:44 - 01:47 | Client's are going live on the 16th |
| 01:47 - 01:49 | And do you know what our email to them said? |
| 01:50 - 01:53 | "We envisage the transition being seamless." |
| 01:54 - 01:56 | Seamless! |
| 01:56 - 01:58 | Some of their emails aren't even logging cases |
| 01:58 - 02:02 | We're having to manually create them |
| 02:05 - 02:07 | It's true! |
| 02:10 - 02:11 | They fou... |
| 02:11 - 02:13 | They found.. |
| 02:15 - 02:17 | They found Workspace |
| 02:17 - 02:20 | They thought great, it has tabs... |
| 02:21 - 02:28 | It doesn't work either! There's no descriptions in the cases! |
| 02:29 - 02:30 | No descriptions? |
| 02:30 - 02:32 | Nope, just not there. |
| 02:36 - 02:39 | The email notifications are useless |
| 02:40 - 02:42 | They get 4 notifications per ticket |
| 02:50 - 02:55 | None of them have any useful information in them |
| 02:56 - 02:58 | And what about management? |
| 02:58 - 03:04 | Management? They're trying hard to fix it but it's not ready yet. |
| 03:04 - 03:09 | More time...It needs more time |
| 03:09 - 03:11 | It's too late now though |
| 03:16 - 03:20 | "Seamless transition" |
| 03:23 - 03:26 | I still can't believe that's what we told them |
| 03:31 - 03:36 | I hope they don't fire me xD |
