NHS Education for Scotland successfully move to a simpler system in less than five months

NHS Education for Scotland (NES) is an education and training body and special health board, responsible for supporting NHS services in Scotland.

The Challenge

Tracking targets and risks, as well as allocating and planning budgets, are key challenges for NES. Like other organisations in the public sector, their Integrated Planning and Performance System (IPPS) started out as a single system with one function. However, it quickly mushroomed into an unwieldy, four-part system based on a legacy Oracle platform.

Unifii was called in to help NES simplify and streamline the system, enabling it to add value, rather than frustration.

The Solution

In less than five months – and for a fraction of the original implementation cost of their IPPS – the system (MiTracker) was re-written, streamlined, updated and simplified in ServiceNow.

Key improvements included:

  • Capability to track Performance Improvement Targets against any activity in the system
  • Specific skills and training for NES staff – removing single points of failure
  • Users were able to log in and enter all their updates and actions in one place
  • User notifications, e.g. for actions, changed from a manual process to one driven automatically
  • Accelerated management processes without the need for IT support

The Benefits

  • Management are now able to track an activity’s full lifecycle, including associated targets, target updates, risks, risk actions, costs, controls, and auditing
  • Finance are now able to track all financials securely in one tool
  • Capturing risks (both corporate and operational), risk actions and controls is easier and can be associated to activities or targets when required
  • Simplified auditing process with automated reminders
  • Reporting process for internal and audit purposes has been streamlined

The Future

NES are also now planning MiTracker 2.0, a second phase where they want to take advantage of the new features and upgrades of the ServiceNow release cycles and make the process faster and slicker.

“Working on the MiTracker project has brought various departments together to streamline not only processes but also provided a common language across the platform that will also be rolled into other projects such as JML (Joiners, Mover and Leavers), ultimately saving time and effort by all involved.”

Pete Clarke - NES Lead ServiceNow Developer

Want a simpler, more streamlined system too?

Find about how Unifii can transform your systems, add value and save your team business-critical time by clicking here.

The Unifii TeamNHS Education for Scotland successfully move to a simpler system in less than five months
read more

NowBox official sponsors

Being the only ServiceNow® focused event in Scotland, this year’s NowBox ‘Everything ServiceNow’ event (24th May) attracted clients and prospects from all over Scotland and Ireland.

Kicking off with a morning of exciting offerings from multiple partners, the afternoon took a different approach, delivering a rich agenda of case studies & best practice talks. Whilst the presentations were delivered from a whole host of ITSM professionals, the underlying themes focused on:

  • Getting the most out of your ServiceNow investment
  • Visions of the future – including taking a closer look at the growing role of robots, AI and chatbots in IT and business transformations

After thoroughly enjoying exhibiting in 2017, we attended this year’s event as both an exhibitor and official sponsor.

It was great to be a bigger part of NowBox this year and to see the year on year growth of attendees. Being the only ServiceNow Partners with a permanent office in Edinburgh, we also thought it was important we were there saying hello to local users!

Paul Donnelly – Head of Consulting at Unifii

As well as exhibiting the benefits of our ServiceNow Health Check service – especially ahead of new version launches – we spent time meeting a variety of ServiceNow users. What came out of these conversations was the realisation that the platform is being used in a multitude of ways to drive the adoption of a wide range of new technologies. And with this increased investment in technology innovation, there was a growing need for a regular space where users can share experience, difficulties and success stories.

With this in mind, we found NowBox the perfect occasion to promote ServiceNow FoCus – the first meetup for the ServiceNow Community in Edinburgh. Open to all users, this event is being held on June 14th at 6pm at the Unifii Offices and is the ideal opportunity to meet, learn from and build connections with like-minded individuals in the ServiceNow Community. We also hope it complements other official ServiceNow events, such as the SNUG, taking place in Scotland.

You can book your spot here.

If you missed us at NowBox, be sure to keep an eye on our website, where we’ll release details of future events we’re exhibiting at or hosting.

The Unifii TeamNowBox official sponsors
read more

Unifii head to Vegas

If you weren’t able to join ServiceNow in Las Vegas for Knowledge18, here’s what the Unifii team took away from the four-day event.

Touching down in sunny Vegas, our team joined other ServiceNow partners and customers for Knowledge 2018 – an annual event where attendees learn, connect, and get inspired by ServiceNow visionaries.

This year’s overarching theme was Artificial Intelligence (AI), and the importance of taking an interest in how its adoption is changing the business landscape and expectations from users. As well as improving user experience, AI developments are said to be on track to make ServiceNow an easier and quicker tool to use. Alongside this, the reoccurring topics took a much more platform-wide approach, focusing on:

  • The upcoming release – “London”
  • User experience
  • Making the ServiceNow tool work for you
  • Bringing technology in the workplace to a home-life level

With “over 30,000 collective years of ServiceNow experience gathered at Knowledge18”, our team spent much of their time in and out of keynotes learning more about how to simplify and improve user experience. We were also fortunate enough to see Now Platform features showcased, including:

  • Agent Workspace
  • Flow Designer
  • Application Development
  • Virtual Agent
  • and IntegrationHub

The benefit for our clients is that ServiceNow is moving towards a more people/service focus of the platform. As well as introducing a more consumer-led experience into the service management space, the insights picked up at Knowledge18 have better prepared our team for what’s to come – meaning they are better placed to advise how to navigate your ServiceNow tool so you can place less reliance on developers and code, and instead freeup agent time to focus on more critical work.

If you were thinking about attending this year but couldn’t make it, here are the top reasons why our team think you should go in 2019:

  • Exclusive showcase of upcoming product lines and features
  • Four days of socialising and building connections within the ServiceNow community
  • Meet partners and see their offerings ahead of the market

You can dive into all the keynotes, videos, and interviews that made Knowledge18 the event of the year here.

If you want to regularly check your configuration improvements to ensure your business is “on-track” and not driving towards any major issues as ServiceNow releases are made public, try our no obligation ServiceNow Health Check today and feel confident with your ITSM systems.

The Unifii TeamUnifii head to Vegas
read more

Companies House embrace flexibility and control with ServiceNow and Jira integration

Unifii integrated ServiceNow and Jira for Companies House, increasing end user collaboration and developer efficiency.

Companies House is an executive agency of the UK government, sponsored by the Department for Business, Energy & Industrial Strategy. The organisation incorporates, and dissolves, limited companies, as well as registering company information and making it available to the public.

There are currently more than 3.5m limited companies registered in the UK, with 500,000 new companies incorporated each year. To manage this, Companies House employs around 1,000 people in Cardiff, Edinburgh, Belfast and London.


The Challenge

Companies House came to Unifii for help in applying the control of ITSM with the flexibility of DevOps to their Change and Problem processes through integrating Jira with ServiceNow. Jira is used to storyboard development iterations, bug tracking, as well as managing daily development reports and tasks. It was being primarily used by the developers, whereas the business team were using the ServiceNow platform.

Unifii was brought in specifically to implement a new, best-practice REST integration between ServiceNow and Jira. Part of the challenge was bridging a gap between the two teams whilst keeping the best from both applications. The integration, was a way of allowing ServiceNow to automate the management of work queues in Jira – a necessary addition due to a need for more effective problem and change management tracking.

Although it is fairly complex, Jira is a popular platform with developers. Companies House attempted the integration internally but ran into issues owing to a deprecated integration method (SOAP) and a recent version release from Atlassian. Companies House had worked with other ServiceNow partners before approaching Unifii.

“We engaged with Unifii to help us with our Jira and ServiceNow integration. By doing so, we have seen significantly improved communications and efficiency between our business and development teams.”

Leanne Peters, Continuous Systems Improvement Manager

The Solution

The integration proceeded with the following  key implementations:

  • Bidirectional information sharing of ServiceNow Problem and Change Management tickets with Jira to better align development teams with other teams within the business. The benefit is a team that’s more streamlined, more unified and more efficient.
  • A transaction table to track both inbound and outbound updates. This makes it easier to monitor updates and re-process tickets in Jira.
  • Dynamic field mapping which enables the client to apply future updates without code changes. This gives them the tools to run without needing third-party expertise in the future.
  • All functionality configured within ServiceNow, with no Jira updates needed. All updates automatically go from Jira into ServiceNow. This removes the need for Jira development experts and, with all information now stored in one place, means it can be managed by one team instead of two.


The Benefits

The project was completed in 10 working days, headline benefits to the client include:

  • Time saved by the business teams, who no longer need to manually update Jira as ServiceNow represents a single point of management. Previously tickets had to be raised manually on Jira.
  • Significantly improved efficiency and communication between business and development teams, due to mirrored updates between Jira and ServiceNow.
  • Reduced reliance on Jira development experts.
  • On-going ability to apply future updates without third-party help.

“Unifii listened and understood the business challenges we were facing. The integration they performed, between ServiceNow and Jira, was completed in 10 days and has saved our internal teams valuable time. The Unifii consultants are very professional. The integration they performed between ServiceNow and Jira means we are seeing increased business efficiencies. I feel a valuable relationship and trusted partnership growing between our organisations.”

Leanne Peters, Continuous Systems Improvement Manager

Get in touch

If you’ve liked what you’ve read here, get in touch with one of the Unifii team to discuss how we can help you.

The Unifii TeamCompanies House embrace flexibility and control with ServiceNow and Jira integration
read more

Improve Customer Service & Increase Automation across the Enterprise

In partnership with ServiceNow, our recent ITSM event was a rare opportunity for attendees to see first hand how ITSM is evolving and what the upcoming ServiceNow releases have in store for the user.

As well as looking at the future of ITSM, the expert-led sessions focused on optimizing performance and accelerating implementation of the ServiceNow platform. We were also joined by Multiplex who delivered an indepth review of their own ServiceNow journey, exploring the biggest challenges and the lessons learnt during their Helsinki integration.

Our host and Director of Unifii, Stephen Mamelok, opened the floor with an introduction to Unifii and the professional and managed services we offer. Touching on technology innovation, Stephen’s opening words led nicely into the first session of the day, ‘The Future of ITSM’ – a session delivered by ServiceNow’s Damien Davis, ITSM Product Management.

The future of ITSM

Damien provided an insight into the ServiceNow ITSM roadmap over the next 18 months. Focusing on the importance of delivering a consumer-led experience for the enterprise, Damien addressed the expectations of the modern worker, looking at how we engage with consumer platforms such as Amazon and Netflix – both providing examples of consumer driven service catalogues and advanced machine learning.

Throughout 2017 ServiceNow acquired a series of companies to assist with the introduction of a ‘consumer-led experience’ into the service management space. These included DX Continuum, Qlue, Telepathy and Skygiraffe – each bringing expertise in either machine learning, virtual agents, digital design and native mobile capability. By bolstering their internal expertise, Damien explained that ServiceNow are focused on developing three key areas:

  • User experience
  • Service intelligence
  • Service experiences

While Damien touched on other exciting developments and news in the ServiceNow space, you’ll need to follow them at Knowledge18 to get the full scoop.

Performance analytics with ITSM

Following on from Damien was James Walters, Solutions Consultant from ServiceNow, delivering a talk on Performance Analytics with ITSM. Opening his session with a quote from the Scottish poet Andrew Lang:

“He uses [data] in the same way a drunkard uses lamp posts… for support rather than illumination.”

James identified that while most customers have implemented performance analytics in their ServiceNow platform, many were underutilising it’s capabilites – with some not using it at all.

Since more analytic solutions for business users are becoming embedded in other core applications (up to 90% over the next 5 years according to a Nucleus Research study), leveraging analytics will soon become an integral part of IT operations.

As explained by James, this will not only create greater visibility, it will deliver real-time insights and provide actionable observations for ServiceNow users. As a result, you’ll be able to:

  • Prioritise resources
  • Improve resolution times
  • Deliver automation and self-service
  • Drive toward continuous service improvement
  • Align services with overall business goals

Unifii accelerated ServiceNow implementation

Following an impressive lunch spread, Myles Molloy, Head of Consulting at Unifii, kicked off the afternoon’s session: ‘Accelerated Implementation’. Drawing on previous client work, Myles described how Unifii helped a client replatform two legacy ITSM platforms onto a single ServiceNow platform.

Myles explained leveraging strong data management principles, senior business support and adoption of scrum and sprints as reasons of the success of the project – since they allowed for early visibility of progress, quick delivery and a collaborative partnership. Overall, the benefits included a successful implementation that enabled and drove business process effiencies, and offered an improved service to distinguish their offering in the market, within 10 weeks from inital kick-off meeting.

Multiplex journey: ‘A good time to reset’

This session was followed by Scott Bailey, who took us through the ServiceNow customer journey of Multiplex where he is Global IT Service Manager. Scott went into detail about how he managed the ServiceNow implementation, placing emphasis on the challenges he faced and the lessons learnt.

Key takeaways include:

  • Work with your partners and invest in the relationship
  • Don’t rush an investment decision
  • Use an RFP Process – competiton is a good thing!
  • NowForum’s and networking events are valuable​
  • Regardless of the Partner investment, a significant level of effort is required on Business Change and internal Administration, Ownership and Sponsorship
  • User Master Data – it drives everything​
  • Ensure Business Sponsorship & Operational requirements match the solution target outcome​
  • Keep it simple

ITSM & ITOM, better together

Last to the floor was Mark Revill, Advisory Solution Consultant for ServiceNow. Mark covered the fundamental reasons why ITSM and ITOM are better together. Starting with the CIO top priorities, Digital Transformation, Machine Learning and Cloud Adoption were noted as the key drivers for change – with the following challenges providing the biggest obstacles to delivering Services that enable these changes across IT:

  • Operating in silos
  • Erratic service availability
  • Poor user experience

Mark went on to note the strategic advantage of connecting Service with Infrastructure, looking at added automation and intelligence as well as delivering greater visibility and agility in IT operations.

By aligining ServiceNow ITSM and ITOM, Mark identified the business benefits to be a decrease in outages, time savings in priority response, an increase in efficieny gains and considerable annual savings. This was supported by a demo focusing on the automated and integrated approach to managing outages using the ServiceNow ITSM & ITOM solutions.

Get in touch

Although there was a lot to cover over the day, the roundtable format encouraged attendees to be involved from the go, asking company-specific questions and being involved in live-demonstrations of ServiceNow features still in their beta-stages.

If you missed our London event, be sure to keep an eye on our website, where we’ll release details of future events.

If you’ve liked what you’ve read here, get in touch with one of the Unifii team to discuss how we can help you

The Unifii TeamImprove Customer Service & Increase Automation across the Enterprise
read more

Join Unifii this April for an interactive seminar

On April 24th, we will be running an interactive seminar looking at how to enhance customer experience whilst improving service management delivery across the enterprise. This event is free to attend, but places are limited so be sure to register now to secure your spot.

With a host of experts on hand to offer advice about overcoming common challenges in creating your ITSM roadmap and share customer success stories, this is an event not to be missed. Speakers include representatives from Unifii, ServiceNow, Timico and Multiplex.

Taking place at Bounce, 241 Old Street, London, this seminar* will be split into two sessions. If you’re only available to join one of the sessions, you’re welcome to attend the one most relevant to you.


Our morning session will cover:

10:15-10:45 Registration     

10:45-11:00 Introduction to Unifii – Stephen Mamelok, Director, Unifii

11:00-11:45 The future of ITSM – Damien Davis, Product Management ITSM, ServiceNow

11:45-12:00 Unifii accelerated ServiceNow implementation – Myles Molloy, Head of Consulting, Unifii

12:00-12:30 Improving the customer experience with ServiceNow – Martin Riley, Technical Director, Timico

12:30-13:00 Performance analytics with ITSM – James Walters, Advisory Solution Consultant, EMEA, ServiceNow

13:00-13:30 Break for lunch


Our afternoon session will cover:

13:30-13:45 Aligning ITSM with DevOps – Mike Glock, Director, Unifii

13:45-14:15 Multiplex journey: A good time to reset – Scott Bailey, Global IT Service Manager, Multiplex

14:15-15:00 ITSM & ITOM, Better Together – Mark Revill, Advisory Solution Consultant – EMEA Alliances and Channels, ServiceNow

15:00-16:00 Wrap up and table discussions

16:00-late Networking, drinks, and the chance to discuss your specific IT processes with our team


This is the perfect event to hear about other clients’ ServiceNow journeys, gain insights about how to best utilise the ServiceNow platform and talk directly to experts and customers who have successfully implemented it in their businesses. You’ll also be able to discover how the ServiceNow platform can transform the speed and agility of your IT, help you gain control of your processes and full visibility of your business.

So, if you want to learn directly from industry experts, hear customer success stories and network with peers, register now to secure your spot.

*the Agenda may change. We will update on this blog and on the event page any changes if / as they occur.

The Unifii TeamJoin Unifii this April for an interactive seminar
read more

Unifii opens office in New Delhi, India

Unifii is delighted to announce the recent opening of our new office in New Delhi. The new office will operate under the name of Unifii-Now Technology Consulting Private Limited.

“Due to our continued business growth, we are delighted to announce the opening of our new office in India. This office opening is important to ensure we can support new and existing customers worldwide.” (Mike Glock, Director)
With the growing interest in ServiceNow solutions in India, the new office will be managed by our ServiceNow experts Harneet Singh and Manali Sharma.

“This is a fantastic opportunity to provide a permanent presence in the Indian market and to continue assisting Unifii in its further expansion as a global ServiceNow partner.” Manali Sharma, Consultant.

The Unifii Journey

Unifii began its journey under the name Service Integrators in March 2010. When relaunched in July 2015, the business started to grow rapidly. Unifii hired its very first employee in May 2016, and a year later, expanded into Northern England, Scotland and Ireland (NESI). Shortly after, a sales team was brought on board to help support and grow our business network.

It wasn’t until January 2018 that the Unifii name came into existence. The rebrand was the next step in an evolution to embody our focus on innovation, implementation and integration. After recently opening offices in both Scotland and India, our team is now comprised of 23 employees in London, 3 in Edinburgh and 3 in India.

Office Details

91 Springboard
Building #C2
Sector 1
Uttar Pradesh – 201301
Email: enquiries@unifii.co.uk

Join our team

Unifii is made up of highly skilled and devoted enterprise service management and automation professionals. We’re constantly growing, which means we’re always looking to build our talented team. Send my CV.

The Unifii TeamUnifii opens office in New Delhi, India
read more

Unifii opens office in Edinburgh, Scotland

We are thrilled to announce the opening of a new office located in Edinburgh.

“Expansion into Scotland is an exciting new chapter for the company. It celebrates the recent growth of the business and provides us with a new location to better serve customers in Northern England, Scotland and Ireland (NESI).” Steve Mamelok, Director

The new office will be managed by Paul Donnelly, Consulting Lead.

“The opening represents an important milestone in Unifii’s latest growth and we are excited to expand our network further into NESI.” Paul Donnelly, Consulting Lead.

The Unifii Journey

Unifii began its journey under the name Service Integrators in March 2010. When relaunched in July 2015, the business started to grow rapidly. Unifii hired its very first employee in May 2016, and a year later, expanded into NESI. Shortly after, a sales team was brought on board to help support and grow our business network.

It wasn’t until January 2018 that the Unifii name came into existence. The rebrand was the next step in an evolution to embody our focus on innovation, implementation and integration. After recently opening offices in both Scotland and India, our team is now comprised of 23 employees in London, 3 in Edinburgh and 3 in India.

Office Details

15-16 Queen Street
Email: enquiries@unifii.co.uk

Join our team

Unifii is made up of highly skilled and devoted enterprise service management and automation professionals. We’re constantly growing, which means we’re always looking to build our talented team. Send my CV.

The Unifii TeamUnifii opens office in Edinburgh, Scotland
read more

Are you ready for GDPR in 2018?

The General Data Protection Regulation (GDPR) comes into force on 25 May 2018.

If your company handles the personal data of UK or EU residents, you need to have the right processes in place and be able to demonstrate compliance.

It’s hugely important – the range of penalties for personal data breaches go from a simple warning, up to a fine of 4% of annual global turnover or 20 million euros for the most serious infringements. And individuals can claim compensation for failures to protect their personal data.

New responsibilities

The GDPR features a number of detailed requirements, including specific transparency duties; time limits on informing authorities about data breaches; mandatory Data Protection Impact Assessments and data processing registries; and the secure encryption of personal data.

Plus, you need to be able to respond to requests from individuals whose data you handle; including requests for access, corrections and the ‘right to be forgotten’.

What should you do?

We advise that you look at three main areas, covering accountabilities, policies and procedures; compliance and risk activities; and implementation of security measures.

You should use best practices to address the GDPR requirements, such as ensuring you have organisational policies and procedures that follow GDPR; meeting transparency requirements through tracking your data processing activities; implementing technologies to prevent and detect security threats; and having robust mechanisms to assess the privacy, business and financial impact of data breaches.

How can Unifii help in 2018?

Our consultants can help you leverage the flexibility of ServiceNow to ensure you are ready for GDPR through helping maintain transparency and visibility of your personal data processing, and through policy management, including data protection, security policies and code of conduct.

We can advise you on:

  • Importing and mapping GDPR requirements
  • Risk evaluation and management
  • Auditing and data subject requirements
  • Personal data assets requirements – e.g. following demands ‘to be forgotten’.

What makes the Unifii offering unique?

Our team is a combination of ServiceNow specialists and consultants who have joined us from client side roles. We are uniquely positioned to understand what you need in terms of structure, design and delivery – and will be there to advise you every step of the way.


The GDPR is coming, you need to be ready before May 2018 to ensure you are able to demonstrate ongoing compliance thereafter. Our consultants can advise you on getting the most from ServiceNow, as well as running workshops with a GDPR specialist to help you update your processes. 

For more information or advice on your GDPR requirements, contact us today – we’re always happy to share our experience and expertise.

Telephone: +44 (0) 20 7760 7513


The Unifii TeamAre you ready for GDPR in 2018?
read more

Who We Are

We are your lifecycle partner, delivering accelerated service delivery.

We are a team of Enterprise Service Management and Automation professionals. We’re dedicated to aligning your technology with your business goals. We develop innovative solutions, implement and integrate them successfully to improve your bottom line.

As full lifecycle ServiceNow Partners, we have been managing ITIL, ITSM, SIAM and ESM ServiceNow projects since 2010.

The Unifii TeamWho We Are
read more