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]


[cid:28ea1e6c-7e2d-4f25-960c-984b00b2a6f1]




________________________________
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://na01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fits.wpi.edu%2F&data=02%7C01%7Cdm1315%40oit.rutgers.edu%7Cf4eca532412344d725c708d5f7ce19e6%7Cb92d2b234d35447093ff69aca6632ffe%7C1%7C0%7C636687386931912848&sdata=RZQyw5U6JxpX9kpmdLFueGKZSACFIOCh5ioNatbtTTU%3D&reserved=0>

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]<mailto:[log in to unmask]>



[cid:[log in to unmask]]







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