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.

 

__________________________________________

Deborah L. McDaniel

Associate Director, IT Service Management

96 Davidson Rd, Room 194

Piscataway, NJ 08854

848.445.1753 / [log in to unmask]

 

 

 

 

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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

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

 

__________________________________________

Deborah L. McDaniel

Associate Director, IT Service Management

96 Davidson Rd, Room 194

Piscataway, NJ 08854

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

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

 

__________________________________________

Deborah L. McDaniel

Associate Director, IT Service Management

96 Davidson Rd, Room 194

Piscataway, NJ 08854

848.445.1753 / [log in to unmask]

 

[log in to unmask]" width="145" height="63" border="0" style="width:1.5104in; height:.6562in" data-outlook-trace="F:1|T:1" src="/scripts/wa.exe?A3=ind1808&L=ITSM&E=base64&P=471953&B=--_005_SN6PR14MB21252188B40B798F512014EE832C0SN6PR14MB2125namp_&T=image%2Fpng;%20name=%22image001.png%22&N=image001.png">

 

 

 

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