Here are some frequently asked questions (FAQs) relating to Insight’s EMEA Service Management system migration:
Insight’s EMEA Service Management system is moving to a single, global instance. This means that the new platform is the same as what you’re currently using, so you can expect the same great access to Insight’s global technical resources and expertise.
The switchover is scheduled to take place overnight on November 11, 2024, to go live on the morning of November 12, 2024. We will advise you of any changes to this timetable.
The functionality and look of the portal will remain the same. The URL you use to access Insight services will change to: https://services-global.insight.com/ and the email address you receive ticket updates from will change to: services-global@insight.com. You will need to update your bookmark and shortcuts to the new URL. When first using the new portal, users will be asked to create a new password. Please continue to use the tool as you did before, using the same forms. No change in functionality is planned as part of this change. It is recommended that you test all required links within the portal upon switching over to ensure that everything has been transitioned as expected. Any issues should be flagged to your usual Insight representative.
We anticipate there will be minimal downtime, with the switchover planned for out of business hours. Insight will keep you informed if we anticipate any impact to your access of the system or services.
Following the transition, you will no longer have access to the previous environment. Users who have not previously accessed Insight’s Service Management Portal, will only be in scope for the migration if they log into the current portal before October 31, 2024, (based on the envisaged timetable).
Insight will continue to resolve any outstanding tickets in the former system after the switchover. As updates occur, emails will be sent to the requestor. Please respond to these emails as usual to provide feedback or raise additional questions. Note that URLs in the email body will be inactive, but replying to the email thread will direct your response to our old system. It is crucial not to alter the email subject in any way.
If you require any information about any of your historic tickets, please reach out to your usual Insight contact.
As the Service Management system is the same (just the instance is changing) there is no change to the technical and organisational measures protecting your data. The protection and security of all data entrusted to Insight is one of our top priorities. We have implemented robust technical, organisational and administrative security measures to protect data from loss, misuse, unauthorised access, disclosure, alteration and destruction. See a copy of our Privacy Policy on our main website for more information on how we use data. We also process client data in accordance with any agreed contract terms and conditions. Insight maintains a global legal framework for the processing of personal data by the Insight group and our partners. This framework is compliant with GDPR (UK and EU), incorporating Standard Contractual Clauses, and additional protections such as the EU-U.S. Data Privacy Framework to which Insight is certified.
Insight is here to support you throughout this process. If you have any additional questions, please don’t hesitate to reach out to your usual Insight representative.
Insight is here to support you throughout this process. If you have any additional questions, please don’t hesitate to reach out to your usual Insight representative.