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 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

Piscataway, NJ 08854

848.445.1753 / [log in to unmask]


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