Mary, 
If you want to head this up and get a calendar invite that would be awesome. 

Bob Gribben 

    On Friday, June 1, 2018, 12:12:41 PM EDT, Wester, Joanne <[log in to unmask]> wrote:  
 
 
Bob and Mary,
 
  
 
I am interested in taking part of the conversation. Request Fulfillment is an area of focus for us right now as well.
 
  
 
Thanks,
 
Joanne Wester
 
Manager, ITSM
 
University of British Columbia
 
  
 
From: The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv [mailto:[log in to unmask]]On Behalf Of Funk, Mary Elizabeth
Sent: Friday, June 01, 2018 7:49 AM
To: [log in to unmask]
Subject: Re: [ITSM] Request Fulfillment Process
 
  
 
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:
 
  
    
   - Best practices for process you might have established.
   - How you are working with the REQ, RITM and TASK records.
   - Enhancements you have made to improve the customer experience.
   - Workflows - are you customizing each workflow or are you applying models.
   - Enhancements made to improve the efficiency and effective effectiveness of this process.
   - 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
 
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