This is great.

Bob Gribben 

    On Friday, June 1, 2018, 2:29:43 PM EDT, Karen Van Dusen <[log in to unmask]> wrote:  
 
  Hi guys, just to hold off the "me toos" for a bit... :)  Coordinators for both the EDUCAUSE ITSM CG and ServiceNow Higher Education Google Group  (http://groups.google.com/group/snow-higher-ed)  are in contact and working to coordinate an event for sharing this info together.  :)  We are excited for the interest!  More soon.
-Karen
---Karen Van Dusen ([log in to unmask])Senior Manager and Product Owner, ServiceNowComputing ServicesCarnegie Mellon University

On Jun 1, 2018, at 2:24 PM, JP Peters <[log in to unmask]> wrote:
Very interested in the discussion.  Count us in!    JP Peters Associate Director, Support Services UCF | Information Technology University of Central Florida   Office: 407.823.1209 [log in to unmask] it.ucf.edu   Please note: Florida has a very broad open records law (F.S. 119). Emails may be subject to public disclosure.    From: The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv <[log in to unmask]> On Behalf Of Edmisson, Susan K
Sent: Friday, June 1, 2018 2:23 PM
To: [log in to unmask]
Subject: Re: [ITSM] Request Fulfillment Process    We would be interested in attending as well.    Susan Edmisson ’89 | Change Manager Service Desk | Division of Information Technology Texas A&M University    1365 TAMU | College Station, TX 77843-1365 Ph: 979.845.3318 | [log in to unmask] IT.tamu.edu       From: The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv <[log in to unmask]> On Behalf Of Theresa Wrape-Lee
Sent: Friday, June 1, 2018 11:39 AM
To: [log in to unmask]
Subject: Re: [ITSM] Request Fulfillment Process    Count me in, too!    On Fri, Jun 1, 2018 at 11:20 AM, Jeremy Paje <[log in to unmask]> wrote: 
Please count me in.    
Thanks,
 Jeremy Paje Manager, Desktop Support Services Office of Information Technology UC Irvine 949-824-2731   From: The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv <[log in to unmask]> On Behalf Of Lauren C Castro
Sent: Friday, June 01, 2018 9:01 AM 
To: [log in to unmask]
Subject: Re: [ITSM] Request Fulfillment Process   I am interested!   Thank you, Lauren Castro OIT Support Center Coordinator | University of Nevada, Reno 775-682-5000 main | 775-784-4399 fax | [log in to unmask]   
| <image001.jpg>  | Office of Information Technology will never ask you for your password!  - Don’t be the victim of a phishing attack. Forward suspicious emails to [log in to unmask] - Never send confidential information via email. - Always verify links before clicking on them.  |
| For questions or concerns, contact IT Support at [log in to unmask]; (775) 682-5000.  |

    From: The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv [mailto:[log in to unmask]] On Behalf Of Friedrichsen, Lucas
Sent: Friday, June 01, 2018 8:54 AM
To: [log in to unmask]
Subject: Re: [ITSM] Request Fulfillment Process   I am also interested!   Thanks.   ----------------------------------- Lucas Friedrichsen, Manager Client Services Information Services   541-737-8244 http://oregonstate.edu/is/tss Note:  IT staff at Oregon State University will *NEVER* ask you for your password, nor will we send you email requesting your password or other personal information. Ignore and delete all email messages requesting such information. 
From: The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv [[log in to unmask]] on behalf of Michael Speirs [[log in to unmask]]
Sent: Friday, June 01, 2018 8:13 AM
To: [log in to unmask]
Subject: Re: [ITSM] Request Fulfillment Process
 
I'm interested as well!
 
 
 Michael Speirs ServiceNow Admin Kansas State University Office of Mediated Education (785)532-2987   StrengthsQuest: Input | Responsibility | Learner | Intellection | Developer 
 
 From: The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv <[log in to unmask]> on behalf of Funk, Mary Elizabeth <[log in to unmask]>
Sent: Friday, June 1, 2018 9:49 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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Visit the ITSM wiki at https://sites.google.com/a/educause.edu/educause-wiki-site/itsm.