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, ServiceNow
Computing Services
Carnegie 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
 
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]
 
 
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
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:

 

  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

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