Main Nav

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/.

Close
Close


Annual Conference
September 29–October 2
View Proceedings

Events for all Levels and Interests

Whether you're looking for a conference to attend face-to-face to connect with peers, or for an online event for team professional development, see what's upcoming.

Close

Digital Badges
Member recognition effort
Earn yours >

Career Center


Leadership and Management Programs

EDUCAUSE Institute
Project Management

 

 

Jump Start Your Career Growth

Explore EDUCAUSE professional development opportunities that match your career aspirations and desired level of time investment through our interactive online guide.

 

Close
EDUCAUSE organizes its efforts around three IT Focus Areas

 

 

Join These Programs If Your Focus Is

Close

Get on the Higher Ed IT Map

Employees of EDUCAUSE member institutions and organizations are invited to create individual profiles.
 

 

Close

2014 Strategic Priorities

  • Building the Profession
  • IT as a Game Changer
  • Foundations


Learn More >

Uncommon Thinking for the Common Good™

EDUCAUSE is the foremost community of higher education IT leaders and professionals.