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 IT

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.


  1. Hear about best practices and ways to improve your request fulfillment processes.

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

  3. Learn about how workflows improve fulfillment velocity  

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

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

  6. 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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The 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 | YouTube | LinkedIn

Mitch Pautz
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Check out: ITSM CG wiki | YouTube | LinkedIn


Visit the ITSM wiki.