Hi colleagues. Just a friendly reminder to join us and the Higher Ed
ServiceNow google list this *Thursday July 26th @ 11am PDT / 2pm EDT. *

OSU request fulfillment – A key point of interaction between customers and

The discussion will be online on Thursday, July 26th @ 11:00 am PDT / 2:00
pm EDT.

Higher Education users (faculty, staff, and students) have among the
highest diversity of service needs. Our users need an easy and consistent
way to order and track service requests. At minimum it requires a process
unique from incident management to handle request for service.

In the presentation Bob Gribben and Martin Winders will share how OSU went
from using email and tracking requests through incidents to implementing a
formal request fulfillment process that aligns with the services in the
Service Catalog. They will explain how OSU took a quick win approach by
identifying services that could be bundled together to deliver immediate
value. They will share how by introducing simple automation and
predetermined workflows students at OSU are able to request software that
includes the ability to download and install without IT intervention. They
will explore how additional automation has decreased time to deliver and
improved customer satisfaction.

This presentation format will begin by covering OSU’s request fulfillment
process and proceed into how their service management tool was leveraged to
build workflows and automation to increase the efficiency and effectiveness
of the request fulfillment process.



   Hear about best practices and ways to improve your request fulfillment

   Learn about enhancements you can make to improve the customer experience.

   Learn about how workflows improve fulfillment velocity

   Take away actionable insights that you can use right away to improve
   process efficiency and effectiveness

   Learn about key metrics you might use to determine what request forms to

   Learn the difference between a request catalog and a service catalog


Bob Gribben, Sr Manager, Infrastructure Engineering, Magellan Health
(formerly with Ohio State University)

Martin Winders, Associate Director Client Services and Engineering, Ohio
State University

SnowHE/ITSM CG Req Fulfillment group call
Thursday, July 26, 2018
2:00 pm  | Eastern Daylight Time (New York, GMT-04:00)  | 1 hr

Meeting number (access code): 593 479 326


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discussion will be recorded and posted to the ITSM CG wiki within 5
business days.

Hosted by

The Educause ITSM CG and the ServiceNow Higher Ed Google group

Mitch Pautz
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Check out: ITSM CG wiki
<https://sites.google.com/a/educause.edu/educause-wiki-site/itsm> | YouTube
 | LinkedIn <https://www.linkedin.com/in/mitchpautz/>
Mitch Pautz
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Check out: ITSM CG wiki
<https://sites.google.com/a/educause.edu/educause-wiki-site/itsm> | YouTube
 | LinkedIn <https://www.linkedin.com/in/mitchpautz/>


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