Participants:
Brighid Whelan, NEUITSM Program Manager
Jack Julio, NEU ServiceNow Business Systems Analyst
Barbara Goguen
Chris Gresham
Oliver Thomas
Jozsef Dozci
Garry Zacheiss
Anne Silvester
Pat Sheppard
Northeatern University transitioned from Remedy On Premise to ServiceNow in the spring of 2010. They have implemented request (including a service catalog), incident, and change. They have not yet considered CMDB and asset management. This demonstration focused on the customer view of the service catalog as well as lessons learned from the implementation.
- the knowledge base is a separate tool (RightAnswers) that ServiceNow links out to
- request includes a shopping cart and pricing