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Message from eathertonn@missouri.edu

Hi Everyone,

 

I’m interested to know if any of you share your ITSM applications with functional offices (e.g. Student Affairs, HR, Accounting, etc.) and if so do you segregate their data/tickets from IT, or do you have an open architecture?

 

We are building a new ITSM environment that will be shared by four campuses, and on the IT side we are planning to have an open architecture where we can easily exchange tickets and information between the IT shops on the different campuses (to support shared services), but we have some functional departments who also use the system, so I am interested in how others have handled this.  If we lock down the functional groups, that makes it more challenging for them to interact with IT and vice-versa.

 

Thanks!

Nathan

 

_________________________________________

 

Nathan Eatherton

Associate Director, Customer Service & Support

University of Missouri, Division of IT

(573)884-1888  Fax: (573)884-5240

 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Comments

Hello Nathan,

 

I don’t have any useful input with regard to your question, but I am interested to hear what other folks say.

 

What system/tool are you implementing?  We have been evaluating tools over the past few months, and realized that many of the ITSM tools have functionality that can be extended to HR/Financial/etc.  Not sure if we will take advantage of them, but it does seem like an interesting idea to automate some of the HR, Advising, and budgeting workflows that are being managed through paper/email right now.

 

JP

 

JP Peters

Director, Information Technology

College of Sciences / COSIT

University of Central Florida

407-823-1209

jp@ucf.edu

http://www.cos.ucf.edu

 

Nathan,
Our current system is shared with a few functional groups.  I was not in favor of it because of data integrity.  However I was over ruled.  So far it is working but when we go to another system I prefer to segregate the functional areas from the IT groups.
John
John H. Kettlewell, Jr. Director, Technology Support Services George Mason University 4400 University Drive, MS 1B5 Fairfax, VA 22030 Office: 703-993-3358 Mobile: 804-350-0296 E-Mail: jkettlew@gmu.edu ****************************************** It’s not the hours you put in, but what you put into the hours that count. "Unknown" ******************************************
On 5/3/2012 6:03 PM, Eatherton, Nathan S. wrote:

Hi Everyone,

 

I’m interested to know if any of you share your ITSM applications with functional offices (e.g. Student Affairs, HR, Accounting, etc.) and if so do you segregate their data/tickets from IT, or do you have an open architecture?

 

We are building a new ITSM environment that will be shared by four campuses, and on the IT side we are planning to have an open architecture where we can easily exchange tickets and information between the IT shops on the different campuses (to support shared services), but we have some functional departments who also use the system, so I am interested in how others have handled this.  If we lock down the functional groups, that makes it more challenging for them to interact with IT and vice-versa.

 

Thanks!

Nathan

 

_________________________________________

 

Nathan Eatherton

Associate Director, Customer Service & Support

University of Missouri, Division of IT

(573)884-1888  Fax: (573)884-5240

 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

We're in the process of opening up Incident, Knowledge and Service Requests to Finance and HR.  It was either that or continue to support disparate systems.  From the end-user perspective, they now have one fewer place to go for their incident and service requests.  Wouldn't it be nice as a user at your institution to have all your incidents and service requests tracked in one place?
/a

We do track incidents now in one place if University IT resources are involved.  However, I am not interested in non IT service issues.
John H. Kettlewell, Jr. Director, Technology Support Services George Mason University 4400 University Drive, MS 1B5 Fairfax, VA 22030 Office: 703-993-3358 Mobile: 804-350-0296 E-Mail: jkettlew@gmu.edu ****************************************** It’s not the hours you put in, but what you put into the hours that count. "Unknown" ******************************************
On 5/4/2012 1:43 PM, Alan Crosswell wrote:
We're in the process of opening up Incident, Knowledge and Service Requests to Finance and HR.  It was either that or continue to support disparate systems.  From the end-user perspective, they now have one fewer place to go for their incident and service requests.  Wouldn't it be nice as a user at your institution to have all your incidents and service requests tracked in one place?
/a

You aren't but your users are.

We have just implemented ServiceNow at Duke … literally, we went live this morning.  Initially our instance is a single, unified ITSM environment for Duke's university and health system including both central and distributed IT groups.  However, there is already known interest in extending our instance to include campus units such as HR, facilities, etc.  We are currently using ServiceNow for incident and knowledge plus very limited request fulfillment, and will want to flesh out request plus configuration, asset, change and problem more intensively before we move forward on non-IT groups.  I would expect we would share a common production instance.

Kevin

---
Kevin Davis
Director, Service Management & Operational Integration
Duke University Office of Information Technology
919-668-5367 (desk) or 919-599-8194 (cell)




From: Alan Crosswell <alan@COLUMBIA.EDU>
Reply-To: The EDUCAUSE ITIL Constituent Group Listserv <ITIL@LISTSERV.EDUCAUSE.EDU>
Date: Fri, 4 May 2012 15:08:36 -0400
To: <ITIL@LISTSERV.EDUCAUSE.EDU>
Subject: Re: [ITIL] Do you share your ITSM application with non-IT functional groups?

You aren't but your users are.

We have also recently gone live with ServiceNow and it has modules for HR and Facilities, these are different request types and therefore would not skew or ITIL metrics and could be kept out of view of the ITS department.

So from my perspective, I would say we would be fine with it, however they would need to cover the cost of their own licensing.

I definitely see that it would have value to the end user with only place to go and make requests. Also having made requests from some of the other departments where I have never received what I asked for, it would great to know they had a tool in place.

Trent Carroll

  Interim ITS Director and Manager, Networking & Servers

  Houston Baptist University

  281-649-3806

 

Online Service Desk: http://helpdesk.hbu.edu

ITS on Facebook: http://www.facebook.com/hbuhd
ITS on Twitter: https://twitter.com/#!/hbu_helpdesk

 

From: The EDUCAUSE ITIL Constituent Group Listserv [ITIL@LISTSERV.EDUCAUSE.EDU] on behalf of Kevin Davis [ksdavis@DUKE.EDU]
Sent: Sunday, May 06, 2012 1:15 PM
To: ITIL@LISTSERV.EDUCAUSE.EDU
Subject: Re: [ITIL] Do you share your ITSM application with non-IT functional groups?

We have just implemented ServiceNow at Duke … literally, we went live this morning.  Initially our instance is a single, unified ITSM environment for Duke's university and health system including both central and distributed IT groups.  However, there is already known interest in extending our instance to include campus units such as HR, facilities, etc.  We are currently using ServiceNow for incident and knowledge plus very limited request fulfillment, and will want to flesh out request plus configuration, asset, change and problem more intensively before we move forward on non-IT groups.  I would expect we would share a common production instance.

Kevin

---
Kevin Davis
Director, Service Management & Operational Integration
Duke University Office of Information Technology
919-668-5367 (desk) or 919-599-8194 (cell)




From: Alan Crosswell <alan@COLUMBIA.EDU>
Reply-To: The EDUCAUSE ITIL Constituent Group Listserv <ITIL@LISTSERV.EDUCAUSE.EDU>
Date: Fri, 4 May 2012 15:08:36 -0400
To: <ITIL@LISTSERV.EDUCAUSE.EDU>
Subject: Re: [ITIL] Do you share your ITSM application with non-IT functional groups?

You aren't but your users are.

Great question, Nathan. We (University of Oklahoma Health Sciences Center) do run an instance that supports both IT and, at this point, one functional group – our office of Research Administration. The fact is, every "administrative" group on an campus has a similar business function & need that could be called "request fulfillment." We tried this once before with a specific project implementation with varied results. So for, our current attempt with Research Admin seems to be working well, but we do use roles, permissions and security to segregate their data from IT data.

We currently have at least one other functional group (facilities) that are interested in pursuing a similar solution.

Chris Jones, MSEd.
Director, Information Technology
IT Service Desk
University of Oklahoma

From: "John H. Kettlewell Jr." <jkettlew@GMU.EDU>
Reply-To: "jkettlew@gmu.edu" <jkettlew@gmu.edu>
To: "ITIL@LISTSERV.EDUCAUSE.EDU" <ITIL@LISTSERV.EDUCAUSE.EDU>
Subject: Re: [ITIL] Do you share your ITSM application with non-IT functional groups?

Nathan,
Our current system is shared with a few functional groups.  I was not in favor of it because of data integrity.  However I was over ruled.  So far it is working but when we go to another system I prefer to segregate the functional areas from the IT groups.
John
John H. Kettlewell, Jr. Director, Technology Support Services George Mason University 4400 University Drive, MS 1B5 Fairfax, VA 22030 Office: 703-993-3358 Mobile: 804-350-0296 E-Mail: jkettlew@gmu.edu ****************************************** It’s not the hours you put in, but what you put into the hours that count. "Unknown" ******************************************
On 5/3/2012 6:03 PM, Eatherton, Nathan S. wrote:

Hi Everyone,

 

I’m interested to know if any of you share your ITSM applications with functional offices (e.g. Student Affairs, HR, Accounting, etc.) and if so do you segregate their data/tickets from IT, or do you have an open architecture?

 

We are building a new ITSM environment that will be shared by four campuses, and on the IT side we are planning to have an open architecture where we can easily exchange tickets and information between the IT shops on the different campuses (to support shared services), but we have some functional departments who also use the system, so I am interested in how others have handled this.  If we lock down the functional groups, that makes it more challenging for them to interact with IT and vice-versa.

 

Thanks!

Nathan

 

_________________________________________

 

Nathan Eatherton

Associate Director, Customer Service & Support

University of Missouri, Division of IT

(573)884-1888  Fax: (573)884-5240

 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Alan,
I apologize for not being clear.  I am not interested in non IT service issues because I am thinking in terms of ITIL and ITSM.  If we are talking about other departments just using our service request tool, SDE, for scheduling work orders, such as a user needing their HVAC repaired by facilities, they could do that within the facilities customized part of the application.  I just want their issues separated from my IT data.
John
John H. Kettlewell, Jr. Director, Technology Support Services George Mason University 4400 University Drive, MS 1B5 Fairfax, VA 22030 Office: 703-993-3358 Mobile: 804-350-0296 E-Mail: jkettlew@gmu.edu ****************************************** It’s not the hours you put in, but what you put into the hours that count. "Unknown" ******************************************
On 5/4/2012 3:08 PM, Alan Crosswell wrote:
You aren't but your users are.

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