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We are looking to move to a new “ticketing” system based on ITSM and ITIL. We have 2 finalists and hope to pick one within the next week. My question for this group is, would anyone be willing to share with me their implementation plans as well as what they moved from and to? Did you have to change anyone’s roles in IT? Any help would be GREAT!

We plan to move fast with this but I need to know what is realistic.

thanks

 

dmoschella@framingham.edu

 

 

__________________________________

Deborah (Moschella) Saks

Director of ITS- User Services

Technology Resource Center

 

Framingham State University | 100 State Street | Framingham, MA 01701

':  508.626.4930 |*:  dmoschella@framingham.edu

 

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

Comments

Implementation plan was developed primarily by the vendor.
Two major roles that worked in tandum:
Front End Admin developed the system Me
Back End Admin developed things like the import of user accounts setup email routes and things of that sort.
No role changes, I was the administrator for the prior ticketing system as well.

We had a week of Training on Administering the system, during that week back end was also setup.

The vendor came back another week for training technicians on the user end as well as more training on the PM side for the admins.

Admins had three days of PM training.

We went with Team Dynamix.  System was a game changer for us coming from OTRS.

-----------------------
Richard A. Musal, M.A., P.D.
Senior Assistant Director of Client Services & Operations/Adjunct Professor of CIS

Riverdale, NY 10471
Phone: 718-862-7933
Fax: 718-862-7877


Hi Deborah,

 

We are implementing ServiceNow, which will be a replacement for our current “ticketing” system Parature. I’d be happy to discuss our approach with you. Feel free to email or call me and we can set up a meeting.

 

Regards,

 

Stacey Prezel

Director, IT Service Management

Arizona State University | University Technology Office

480-727-5507 | stacey.prezel@asu.edu

 

Message from rdavis@apu.edu

Hi Deborah,

We moved to Zendesk and completed our implementation in August, 2013.  I was the project manager for the implementation and would be glad to share our implementation plans.  Email me if you would like to talk further.

Thanks,

Rob Davis
Associate Director of Client Computing
Information and Media Technology
Azusa Pacific University


We implemented Cherwell in 2011 and are currently re-implementing it (due to an organizational change.  I’ve been involved in both projects and would be happy to share. - David

 

David McGuire, MBA

Assoc Director, IT Project & Service Mgmt

Information Technologies

University of New Mexico

505-277-0093

 

Hello Everyone, We went live with ServiceNow in December 2011; transitioning away from multiple systems, primarily an old version of Remedy and Request Tracker (RT). I'd be happy to share details on that initial implementation as well as the subsequent projects that have followed. Feel free to contact me off list. :o) Kara #~#~#~#~#~#~#~#~#~#~#~#~#~#~# Kara Bilotta Service Measurement & Analysis Team Lead Tufts Technology Services (TTS) 617.627.5549 http://it.tufts.edu @TuftsTechnology | @KaraBilotta #~#~#~#~#~#~#~#~#~#~#~#~#~#~# From: Deborah Moschella > Reply-To: "ITIL@LISTSERV.EDUCAUSE.EDU" > Date: Wednesday, November 13, 2013 4:08 PM To: "ITIL@LISTSERV.EDUCAUSE.EDU" > Subject: [ITIL] implementation plans for a new ITSM system We are looking to move to a new “ticketing” system based on ITSM and ITIL. We have 2 finalists and hope to pick one within the next week. My question for this group is, would anyone be willing to share with me their implementation plans as well as what they moved from and to? Did you have to change anyone’s roles in IT? Any help would be GREAT! We plan to move fast with this but I need to know what is realistic. thanks dmoschella@framingham.edu __________________________________ Deborah (Moschella) Saks Director of ITS- User Services Technology Resource Center Framingham State University | 100 State Street | Framingham, MA 01701 ': 508.626.4930 |•: dmoschella@framingham.edu ********** 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/.
Deb-

Harvard is just finishing rolling out ServiceNow to our IT groups migrating off of several Remedy system and moving 3 major processes. I would be more then happy to discuss and share. Just give me a call. 

Thanks,

Matt

 

---------------------------

Matthew L. Wollman

IT Service Management Analyst – Incident and Problem

 

Harvard University Information Technology

Support Services | IT Service Management

P 617 496 1891

M 617 285 6952

1 Oxford Street, Room 209 

Cambridge, MA 02138

www.harvard.edu/huit


From: Deborah Moschella <dmoschella@FRAMINGHAM.EDU>
Reply-To: EDUCAUSE ITIL CIG <itil@listserv.educause.edu>
Date: Wednesday, November 13, 2013 at 4:08 PM
To: EDUCAUSE ITIL CIG <itil@listserv.educause.edu>
Subject: [ITIL] implementation plans for a new ITSM system

We are looking to move to a new “ticketing” system based on ITSM and ITIL. We have 2 finalists and hope to pick one within the next week. My question for this group is, would anyone be willing to share with me their implementation plans as well as what they moved from and to? Did you have to change anyone’s roles in IT? Any help would be GREAT!

We plan to move fast with this but I need to know what is realistic.

thanks

 

dmoschella@framingham.edu

 

 

__________________________________

Deborah (Moschella) Saks

Director of ITS- User Services

Technology Resource Center

 

Framingham State University | 100 State Street | Framingham, MA 01701

':  508.626.4930 |*: dmoschella@framingham.edu

 

********** 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/.

Ditto for UC Davis - we were on Remedy 6 and multiple instances of RT and recently migrated all to ServiceNow - Calgary release. We are available to share our experience and plans. For the most part, we added new roles to support our focus on IT Service Management: Knowledge Mgmt Analyst, ServiceNow Developer, Business Process/Service Mgmt Analyst. Given ServiceNow is a SaaS solution, and we have focused on configuration, not customization, we find our Business Process Analyst and KM Analyst to be the most constrained resources. Our developer can implement most configurations and functionality fairly quickly, but slogging through the process change is where we spend most of time, energy, effort on the project team. My role changed substantially. I thought I had a full-time job before, but only now do I realize what full-time really looks like, now that I've added Product Owner of ServiceNow to my list! We also have a Project Manager (Scrum Master) that is dedicated to the project at 50% - he, too, has added this to his "regular" job. And, then, of course, there are the project team members, like the Service Desk Manager, etc. We have yet to define process owners, but I expect we will need to once we move further down the project and have implemented Problem Mgmt, Change Mgmt, Request Mgmt, etc. Anita Nichols ServiceNow Product Owner Client Services Manager University of California, Davis 530.752.4386
Sorry, I forgot to add - our website has most of our information related to our project. http://Itsm.ucdavis.edu Anita

Good Evening David!

 

We are working on implementing Cherwell as well.  Would you be able to share any advice or lessons learned from the two projects?  Are you happy with the project as well as the professional services?  Any feedback is greatly appreciated.  Thanks!

 

Isaac Lopp

 

Technical Support Center Manager

support.ship.edu

Shippensburg University

(717)-477-1639

 

Happy to. Contact me offline and let's set a time.

David McGuire via mobile

Good Evening David!

 

We are working on implementing Cherwell as well.  Would you be able to share any advice or lessons learned from the two projects?  Are you happy with the project as well as the professional services?  Any feedback is greatly appreciated.  Thanks!

 

Isaac Lopp

 

Technical Support Center Manager

support.ship.edu

Shippensburg University

(717)-477-1639

 

Happy to. Contact me offline and let's set a time.

David McGuire via mobile

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