I am familiar with Info Tech when I worked at another higher ed institution
in Michigan.   We used them for years.  I was happy with Info Tech and I
highly recommend them.  We used them to consult on a few projects and I
went through a few of their online courses which were very well done.  The
materials/white papers they have also were helpful for several of our
projects.

We use Gartner here at Morgan State and I found the offerings very
similar.  I have not used Gartner enough at my new institution to be able
to give deep comparisons, though, or pros/cons.  Sorry.

Andrea

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


On Wed, Aug 1, 2018 at 3:29 PM, Jeff Smith <[log in to unmask]> wrote:

> Hi Deborah,
>
>
>
> We’ve had a subscription for Info-Tech for the past two years, purchasing
> it in conjunction with a number of other high-education institutions in
> Eastern Canada to drive economies of scale.
>
>
>
> I’d be happy to give some feedback on our experience if you’re interested,
> off-list.
>
>
>
> Regards,
>
>
>
> *JEFF SMITH*
> Enterprise IT Services Architect *• *Information Technology Services
> *T* 506 452-6282
>
>
>
>
>
> *From:* The EDUCAUSE IT Service Management (ITSM) Constituent Group
> Listserv <[log in to unmask]> *On Behalf Of *Deborah McDaniel
> *Sent:* Wednesday, August 1, 2018 3:48 PM
> *To:* [log in to unmask]
> *Subject:* Re: [ITSM] Case Management vs. Service Management
>
>
>
> And I thought it was just me...your last statement is so true based on my
> experiences as well!
>
>
>
> Thanks for the feedback. Very useful :-).
>
>
>
> Has anyone used Info-Tech Research Group in lieu of Gartner? They are
> cheaper and I'd like to know if anyone else uses them.
>
> <https://maps.google.com/?q=96+Davidson+Rd,+Room+194+%0A+Piscataway,+NJ+08854&entry=gmail&source=g>
>
>
>
> __________________________________________
>
> *Deborah L. McDaniel*
>
> Associate Director, IT Service Management
>
> 96 Davidson Rd, Room 194
> <https://maps.google.com/?q=96+Davidson+Rd,+Room+194+%0A+Piscataway,+NJ+08854&entry=gmail&source=g>
>
> Piscataway, NJ 08854
> <https://maps.google.com/?q=96+Davidson+Rd,+Room+194+%0A+Piscataway,+NJ+08854&entry=gmail&source=g>
>
> 848.445.1753 / [log in to unmask]
>
>
>
>
>
>
>
>
> ------------------------------
>
> *From:* The EDUCAUSE IT Service Management (ITSM) Constituent Group
> Listserv <[log in to unmask]> on behalf of DiRuzza, Marie E <
> [log in to unmask]>
> *Sent:* Wednesday, August 1, 2018 1:35:12 PM
> *To:* [log in to unmask]
> *Subject:* Re: [ITSM] Case Management vs. Service Management
>
>
>
> Ah yes – sorry I read that backwards.  Thanks for the clarification.
>
>
>
> I agree that a case management tool is unlikely to meet the specialized
> needs of an IT Service Management program.
>
>
>
> One thing that has helped me to communicate with the upper tier –
> especially when a lack of understanding may be at play  - is using
> resources like Gartner.  If your IT department doesn’t have a subscription
> your Library online databases may.
>
>
>
> Gartner provides that “external voice” and that can sometimes be more
> compelling than in internal resource. They often include visuals that take
> complex information and make it very consumable.
>
>
>
> Gartner also has a great way to making the consequences clear in their
> executive summaries.
>
>
>
> Gartner may something completely rational (yet a bit dramatic) like: “CIOs
> who fail to heed Shark warning signs when swimming in the ocean are more
> likely to get eaten by a shark than CIOs who don’t.”
>
>
>
> That kind of messaging seems to resonate in a way that doesn’t when the
> same warning (no matter how rational) is presented by someone ‘local’.  :-/
>
>
>
> Good luck!
>
>
>
> *Marie DiRuzza*
>
> Director, IT Service & Support
>
> Information Technology Services | its.wpi.edu
> <https://urldefense.proofpoint.com/v2/url?u=https-3A__na01.safelinks.protection.outlook.com_-3Furl-3Dhttp-253A-252F-252Fits.wpi.edu-252F-26data-3D02-257C01-257Cdm1315-2540oit.rutgers.edu-257C5d4b297a918b47a11b7908d5f7d52784-257Cb92d2b234d35447093ff69aca6632ffe-257C1-257C0-257C636687417226866719-26sdata-3DFLsmEQDKdNLSsCOay4oMiJAsrNH9k5KKheglPGqQCD0-253D-26reserved-3D0&d=DwMFAg&c=0CCt47_3RbNABITTvFzZbA&r=9P4wXi26AJ5FD8lnyxcRLsHXDwygUdSVDb74h-6ypB0&m=-w53ZmX9FIv-CDXVMBv2JKUkJ9QCWOJjRbKZB5YAxjs&s=CIeBrJrf9MI5TIM88tk2DLipxzs9vgX386Pr66yuX-I&e=>
>
> *Worcester Polytechnic Institute*
>
> 508-831-6042 (O) 508-723-4755 (M)
>
>
>
> *From:* The EDUCAUSE IT Service Management (ITSM) Constituent Group
> Listserv <[log in to unmask]> *On Behalf Of *Deborah McDaniel
> *Sent:* Wednesday, August 01, 2018 1:03 PM
> *To:* [log in to unmask]
> *Subject:* [SPF:Probably_Forged] Re: [ITSM] Case Management vs. Service
> Management
>
>
>
> Hi Marie,
>
>
>
> Thanks for the input. I agree that we should be looking to transform from
> just ITSM or Case Management to Enterprise Service Management. That is the
> actual goal when all is said and done.
>
>
>
> While I have no issues with the sponsors wanting to learn more about the
> possibility of a consolidated toolset, my real concern is the push towards
> a case management tool that focuses heavily on single use case (HR case
> management) vs. a more encompassing platform that can and will accommodate
> the specific needs for case management and IT service and business
> operations management.
>
>
>
> Hope this clarifies,
>
> Deb
>
>
>
> <https://maps.google.com/?q=96+Davidson+Rd,+Room+194+%0A+Piscataway,+NJ+08854&entry=gmail&source=g>
>
> __________________________________________
>
> *Deborah L. McDaniel*
>
> Associate Director, IT Service Management
>
> 96 Davidson Rd, Room 194
> <https://maps.google.com/?q=96+Davidson+Rd,+Room+194+%0A+Piscataway,+NJ+08854&entry=gmail&source=g>
>
> Piscataway, NJ 08854
> <https://maps.google.com/?q=96+Davidson+Rd,+Room+194+%0A+Piscataway,+NJ+08854&entry=gmail&source=g>
>
> 848.445.1753 / [log in to unmask]
>
>
>
>
>
>
>
>
> ------------------------------
>
> *From:* The EDUCAUSE IT Service Management (ITSM) Constituent Group
> Listserv <[log in to unmask]> on behalf of DiRuzza, Marie E <
> [log in to unmask]>
> *Sent:* Wednesday, August 1, 2018 12:38:19 PM
> *To:* [log in to unmask]
> *Subject:* Re: [ITSM] Case Management vs. Service Management
>
>
>
> There is a trend in the industry toward “Enterprise Service Management”.
> ITIL concepts can easily extend to business practices beyond IT.  HR and
> Facilities are the most common areas where I see this extension.  Many ITSM
> tools like ServiceNow and Cherwell have created add-on modules to support
> HR or Facilities Management.
>
>
>
> There can be some benefit to having multiple business units using the same
> tool. (Cost savings, pooling resources, reduced overhead, etc.)
>
>
>
> I guess I would ask – what is your major concern about the project
> sponsors wanting to learn more about the possibility of using a
> consolidated toolset?
>
>
>
> If it is out of scope of the project, then that might be your best line of
> defense (assuming you have a solid scope defined).
>
>
>
> Thank you,
>
>
>
> *Marie DiRuzza*
>
> Director, IT Service & Support
>
> Information Technology Services | its.wpi.edu
> <https://urldefense.proofpoint.com/v2/url?u=https-3A__na01.safelinks.protection.outlook.com_-3Furl-3Dhttp-253A-252F-252Fits.wpi.edu-252F-26data-3D02-257C01-257Cdm1315-2540oit.rutgers.edu-257Cf4eca532412344d725c708d5f7ce19e6-257Cb92d2b234d35447093ff69aca6632ffe-257C1-257C0-257C636687386931912848-26sdata-3DRZQyw5U6JxpX9kpmdLFueGKZSACFIOCh5ioNatbtTTU-253D-26reserved-3D0&d=DwMFAg&c=0CCt47_3RbNABITTvFzZbA&r=9P4wXi26AJ5FD8lnyxcRLsHXDwygUdSVDb74h-6ypB0&m=-w53ZmX9FIv-CDXVMBv2JKUkJ9QCWOJjRbKZB5YAxjs&s=znrfBX7Fj7cgh0AdlUbCCk0mg49x9n0tiDq2c2YgOFI&e=>
>
> *Worcester Polytechnic Institute*
>
> 508-831-6042 (O) 508-723-4755 (M)
>
>
>
> *From:* The EDUCAUSE IT Service Management (ITSM) Constituent Group
> Listserv <[log in to unmask]> *On Behalf Of *Deborah McDaniel
> *Sent:* Wednesday, August 01, 2018 10:46 AM
> *To:* [log in to unmask]
> *Subject:* [SPF:Probably_Forged] [ITSM] Case Management vs. Service
> Management
>
>
>
> Good Morning All,
>
>
>
> I need some additional support in "persuading" a group of project sponsors
> that a case management system (such as Salesforce Service Cloud that would
> mostly be used by HR) is not the same as a service management system (such
> as ServiceNow or Cherwell that would most likely be used by IT).
>
>
>
> What would you present as the arguments? How would you further demonstrate
> that a service management system is encompassing and can also handle
> special use cases for case management for units such as HR?
>
>
>
> Thanks in advance, Deb
>
>
>
> <https://maps.google.com/?q=96+Davidson+Rd,+Room+194+%0A+Piscataway,+NJ+08854&entry=gmail&source=g>
>
> __________________________________________
>
> *Deborah L. McDaniel*
>
> Associate Director, IT Service Management
>
> 96 Davidson Rd, Room 194
> <https://maps.google.com/?q=96+Davidson+Rd,+Room+194+%0A+Piscataway,+NJ+08854&entry=gmail&source=g>
>
> Piscataway, NJ 08854
> <https://maps.google.com/?q=96+Davidson+Rd,+Room+194+%0A+Piscataway,+NJ+08854&entry=gmail&source=g>
>
> 848.445.1753 / [log in to unmask]
>
>
>
> [image: cid:[log in to unmask]]
>
>
>
>
>
>
>
> ***************************
>
> Visit the ITSM wiki
> <https://urldefense.proofpoint.com/v2/url?u=https-3A__na01.safelinks.protection.outlook.com_-3Furl-3Dhttps-253A-252F-252Fsites.google.com-252Fa-252Feducause.edu-252Feducause-2Dwiki-2Dsite-252Fitsm-26data-3D02-257C01-257Cdm1315-2540oit.rutgers.edu-257Cf4eca532412344d725c708d5f7ce19e6-257Cb92d2b234d35447093ff69aca6632ffe-257C1-257C0-257C636687386931912848-26sdata-3DAPhTFZkW1BYq9sdjj-252Bz5xwqbAM4HMwiTZWRjYzNvYmg-253D-26reserved-3D0&d=DwMFAg&c=0CCt47_3RbNABITTvFzZbA&r=9P4wXi26AJ5FD8lnyxcRLsHXDwygUdSVDb74h-6ypB0&m=-w53ZmX9FIv-CDXVMBv2JKUkJ9QCWOJjRbKZB5YAxjs&s=E5TAMnfhvAqvqjPqIWn_6A97mL4lf_W4pXiyGFYEqwA&e=>.
>
>
> ***************************
>
> Visit the ITSM wiki
> <https://urldefense.proofpoint.com/v2/url?u=https-3A__na01.safelinks.protection.outlook.com_-3Furl-3Dhttps-253A-252F-252Fsites.google.com-252Fa-252Feducause.edu-252Feducause-2Dwiki-2Dsite-252Fitsm-26data-3D02-257C01-257Cdm1315-2540oit.rutgers.edu-257Cf4eca532412344d725c708d5f7ce19e6-257Cb92d2b234d35447093ff69aca6632ffe-257C1-257C0-257C636687386931912848-26sdata-3DAPhTFZkW1BYq9sdjj-252Bz5xwqbAM4HMwiTZWRjYzNvYmg-253D-26reserved-3D0&d=DwMFAg&c=0CCt47_3RbNABITTvFzZbA&r=9P4wXi26AJ5FD8lnyxcRLsHXDwygUdSVDb74h-6ypB0&m=-w53ZmX9FIv-CDXVMBv2JKUkJ9QCWOJjRbKZB5YAxjs&s=E5TAMnfhvAqvqjPqIWn_6A97mL4lf_W4pXiyGFYEqwA&e=>.
>
>
> ***************************
>
> Visit the ITSM wiki
> <https://urldefense.proofpoint.com/v2/url?u=https-3A__na01.safelinks.protection.outlook.com_-3Furl-3Dhttps-253A-252F-252Fsites.google.com-252Fa-252Feducause.edu-252Feducause-2Dwiki-2Dsite-252Fitsm-26data-3D02-257C01-257Cdm1315-2540oit.rutgers.edu-257C5d4b297a918b47a11b7908d5f7d52784-257Cb92d2b234d35447093ff69aca6632ffe-257C1-257C0-257C636687417226876732-26sdata-3DwyZHS44r1CVtz67hW6U-252F1nIVAU-252F-252FGq3lq-252F9dvVuB638-253D-26reserved-3D0&d=DwMFAg&c=0CCt47_3RbNABITTvFzZbA&r=9P4wXi26AJ5FD8lnyxcRLsHXDwygUdSVDb74h-6ypB0&m=-w53ZmX9FIv-CDXVMBv2JKUkJ9QCWOJjRbKZB5YAxjs&s=8BmWXtRTwbnRuKgNwpiQevidNwcOpWqeOMV25IoKQfk&e=>.
>
>
> ***************************
>
> Visit the ITSM wiki
> <https://urldefense.proofpoint.com/v2/url?u=https-3A__na01.safelinks.protection.outlook.com_-3Furl-3Dhttps-253A-252F-252Fsites.google.com-252Fa-252Feducause.edu-252Feducause-2Dwiki-2Dsite-252Fitsm-26data-3D02-257C01-257Cdm1315-2540oit.rutgers.edu-257C5d4b297a918b47a11b7908d5f7d52784-257Cb92d2b234d35447093ff69aca6632ffe-257C1-257C0-257C636687417226876732-26sdata-3DwyZHS44r1CVtz67hW6U-252F1nIVAU-252F-252FGq3lq-252F9dvVuB638-253D-26reserved-3D0&d=DwMFAg&c=0CCt47_3RbNABITTvFzZbA&r=9P4wXi26AJ5FD8lnyxcRLsHXDwygUdSVDb74h-6ypB0&m=-w53ZmX9FIv-CDXVMBv2JKUkJ9QCWOJjRbKZB5YAxjs&s=8BmWXtRTwbnRuKgNwpiQevidNwcOpWqeOMV25IoKQfk&e=>.
>
>
> ***************************
>
> Visit the ITSM wiki
> <https://urldefense.proofpoint.com/v2/url?u=https-3A__sites.google.com_a_educause.edu_educause-2Dwiki-2Dsite_itsm&d=DwMFAg&c=0CCt47_3RbNABITTvFzZbA&r=9P4wXi26AJ5FD8lnyxcRLsHXDwygUdSVDb74h-6ypB0&m=-w53ZmX9FIv-CDXVMBv2JKUkJ9QCWOJjRbKZB5YAxjs&s=OIp-BrXevJJxKkmVU4FkjFqhCLW6nv3KBKEwK-VpU7A&e=>.
>
>
> ***************************
>
> Visit the ITSM wiki
> <https://urldefense.proofpoint.com/v2/url?u=https-3A__sites.google.com_a_educause.edu_educause-2Dwiki-2Dsite_itsm&d=DwMFAg&c=0CCt47_3RbNABITTvFzZbA&r=9P4wXi26AJ5FD8lnyxcRLsHXDwygUdSVDb74h-6ypB0&m=-w53ZmX9FIv-CDXVMBv2JKUkJ9QCWOJjRbKZB5YAxjs&s=OIp-BrXevJJxKkmVU4FkjFqhCLW6nv3KBKEwK-VpU7A&e=>.
>
>


***************************************************************************************************

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