I am interested as well!

PS--I am sorry to send this to the whole list but I don't see a way to grab Bob's email from the original message.  It appears to be masked.  :(


Andrea Tanner, M.S.
Assistant Director of Client Services
Morgan State University
[log in to unmask]
(443) 885-4445

On Fri, Jun 1, 2018 at 10:39 AM, Bob Gribben <[log in to unmask]> wrote:
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.



Mary Funk

Request Fulfillment Process Owner

Service Management Office

129 Technology Support Building

University Park, PA  16802


Check out:  http://service.psu.edu


Visit the ITSM wiki.


Visit the ITSM wiki.


Visit the ITSM wiki.