perfect. let me know

Bob Gribben


On Friday, June 1, 2018, 10:49:22 AM EDT, Funk, Mary Elizabeth <[log in to unmask]> wrote:


That would be great Bob.  Let's see who else would like to be part of the conversation before setting up a time to discuss.


Thanks


Mary Funk

Request Fulfillment Process Owner

Service Management Office

129 Technology Support Building

University Park, PA  16802

814-863-9310


Check out:  http://service.psu.edu




From: The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv <[log in to unmask]> on behalf of Bob Gribben <[log in to unmask]>
Sent: Friday, June 1, 2018 10:39 AM
To: [log in to unmask]
Subject: Re: [ITSM] Request Fulfillment Process
 
Mary, I am more than willing to share and discuss all of this with you. Lets set up a time. And really anyone else that would want to join in on this convesation
I will give you all of my process docs and some examples to help you along the way.


Bob Gribben


On Friday, June 1, 2018, 10:37:35 AM EDT, Funk, Mary Elizabeth <[log in to unmask]> wrote:


Hello everyone,


At Penn State we are looking at maturing our request fulfillment process.  We are using ServiceNow and I am interested in what this group might have to offer in this space:


  1. Best practices for process you might have established.
  2. How you are working with the REQ, RITM and TASK records.
  3. Enhancements you have made to improve the customer experience.
  4. Workflows - are you customizing each workflow or are you applying models.
  5. Enhancements made to improve the efficiency and effective effectiveness of this process.
  6. Metrics you might use to determine what request forms to create.

Any information you be willing to share, would be greatly appreciated.


Thanks,

Mary


Mary Funk

Request Fulfillment Process Owner

Service Management Office

129 Technology Support Building

University Park, PA  16802

814-863-9310


Check out:  http://service.psu.edu

***************************

Visit the ITSM wiki.

***************************

Visit the ITSM wiki.

***************************

Visit the ITSM wiki.

***************************

Visit the ITSM wiki.