I would like to also be part of the discussion.
Thank you,

Jenna Linskens, EdD, CETL
Associate Director of Teaching & Learning with Technology
Information Technology
Ithaca College
953 Danby Rd, Ithaca, NY  14850
Office: 112 Job Hall
Phone: 607.274.1590
Google+: http://google.com/+JennaLinskens
Twitter: @2teach_edtech



[cid:039d8e45-953a-4026-9432-d49e2f07e0c5]

"A ship in port is safe, but that is not what ships are for. Sail out to sea and do new things." - Grace Hopper

On Jun 1, 2018, at 10:27 AM, Funk, Mary Elizabeth <[log in to unmask]<mailto:[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<https://na01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fservice.psu.edu&data=02%7C01%7Cjlinskens%40ITHACA.EDU%7C570d2603d45a401e704008d5c7cd3572%7Cfa1ac8f65e5448579f0b4aa422c09689%7C0%7C0%7C636634606555748331&sdata=RFVJFexqFmf9Nwyv%2BHjo5lB5vJafmvZmlltYjBLMh48%3D&reserved=0>
***************************
Visit the ITSM wiki<https://na01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fsites.google.com%2Fa%2Feducause.edu%2Feducause-wiki-site%2Fitsm&data=02%7C01%7Cjlinskens%40ITHACA.EDU%7C570d2603d45a401e704008d5c7cd3572%7Cfa1ac8f65e5448579f0b4aa422c09689%7C0%7C0%7C636634606555748331&sdata=Gn6Bj9GrUi%2BCjltapFWl0WKEUV4ARLEEml%2BOVAJ6v5A%3D&reserved=0>.



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

Visit the ITSM wiki at https://sites.google.com/a/educause.edu/educause-wiki-site/itsm.