To add, I would probably use screenshots to build a few examples why a
specific tool is needed for Service Mgmt vs. Case Mgmt (using Bob Gribben's
examples below vs. a few from IT).  That might be a good way to show your
point?

Good luck!

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 10:53 AM, Bob Gribben <
[log in to unmask]> wrote:

> Case Management is something that would make sense if you were directing a
> "case" to a specific person to handle more closely. I.E. an HR issue, Sales
> lead, Facilities which is more open than IT
> Where as Service Management tool is focused on the services and resolving
> them from an IT to Business mindset
>
> Bob Gribben
>
>
> On Wednesday, August 1, 2018, 10:45:43 AM EDT, Deborah McDaniel <
> [log in to unmask]> wrote:
>
>
> 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
> <https://maps.google.com/?q=96+Davidson+Rd,+Room+194+%0A+Piscataway,+NJ+08854&entry=gmail&source=g>
>
> <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]
>
>
>
>
>
> ***************************
>
> Visit the ITSM wiki
> <https://urldefense.proofpoint.com/v2/url?u=https-3A__sites.google.com_a_educause.edu_educause-2Dwiki-2Dsite_itsm&d=DwMCaQ&c=0CCt47_3RbNABITTvFzZbA&r=9P4wXi26AJ5FD8lnyxcRLsHXDwygUdSVDb74h-6ypB0&m=oNvZcjdImcMxw44Li0pt3vv4wBxw1Ei7e3Azvhg53NE&s=OW5nbck_EKKfDxOMfVpuO3S5jc0kSqZpjKWZ-jRm9Xc&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=DwMCaQ&c=0CCt47_3RbNABITTvFzZbA&r=9P4wXi26AJ5FD8lnyxcRLsHXDwygUdSVDb74h-6ypB0&m=oNvZcjdImcMxw44Li0pt3vv4wBxw1Ei7e3Azvhg53NE&s=OW5nbck_EKKfDxOMfVpuO3S5jc0kSqZpjKWZ-jRm9Xc&e=>.
>
>


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

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