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Message from software@stanford.edu

Hello everyone,


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:
Institution Name:
Request System Name:
When implemented?:
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 software@stanford.edu? 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
software@stanford.edu, debbib@stanford.edu
http://softwarelicensing.stanford.edu| webstore: http://softwarelicensingstore.stanford.edu
Tel: 650-725-5186

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

Comments

Message from software@stanford.edu

As promised, here is the recap of the responses I got (in line with the questions). 

1) Institution Name: (we got responses 19 colleges and universities)
2) Request System Name:

  • Remedy (6)
  • WebHelpDesk (BMC) (1)
  • ServiceNow (7)
  • Numara Footprints (1)
  • CA ServiceDesk (moving to MS SCSM Manager 2012) (1)
  • 1 various and diverse

3) When implemented?:

  • Remedy systems were implemented 1997, "late 1990's", 2000 and 2012
  • ServiceNow implementations are more recent (2010-2012)
  • Numara (2005)
  • WebHelpDesk (2012)

On Prem or Off Prem or On Demand: 5 on prem, 5 off, 1 on demand
Where is this currently rolled out? (department vs. institution-wide): only 4 were institution-wide


Thanks sincerely, everyone!

Debbi Barley
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
IT Services Software Licensing
software@stanford.edu, debbib@stanford.edu
http://softwarelicensing.stanford.edu| webstore: http://softwarelicensingstore.stanford.edu
Tel: 650-725-5186

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