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 |

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]


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