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Question about ITSM - HelpDesk Systems use and satisfaction at other Institutions
Message from firstname.lastname@example.org
********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.
As part of our business best practices, we periodically review the .edu landscape around systems which we have had in use for awhile. We'd like to hear back from members of this list about what ITSM (IT Service Management (HelpDesk)) tools are being used on your campuses. For the purpose of this exploration, examples of such systems include BMC Remedy and ServiceNow.
The specific items we'd like you to weigh in on are:
Request System Name:
On Prem or Off Prem or On Demand:
Where is this currently rolled out? (department vs. institution-wide):
Why did you choose this system?
Any concerns, limits, gotcha's?
Any integration work?
What does your licensing model look like? % fixed/shared?
Could folks respond directly to us at email@example.com? We will aggregate responses and publish them back. We would like to hear back as soon as possible and publish at the end of next week.
Thanks very much for your assistance!
Debbi Barley and Jane Tansuwan
IT Services Software Licensing
http://softwarelicensing.stanford.edu| webstore: http://softwarelicensingstore.stanford.edu