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Mark Chapman

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RE: Request for recommendation - documentation/video on how service management practices relate to each other

Posted By Mark Chapman 04-24-2024 05:44:46 AM
Found In Egroup: IT Service Management \ view thread
Good Day! I would like very much to see it! Thanks in advance! ------------------------------ Mark Chapman, Sc.D. Director, IT Service Management Washington University in St. Louis Markc@wustl.edu ------------------------------

RE: ESM Service Catalog Development and/or Restructuring - Roundtable Chat

Posted By Mark Chapman 02-14-2024 05:47:00 AM
Found In Egroup: IT Service Management \ view thread
Hello from Washington University in St. Louis! We are embarking on an ITSM to ESM journey and I am very interested in this event! We're in the process of implementing the CSM module in ServiceNow which directly impacts the catalog in that it will now be available to students and faculty rather than just ...

RE: Application Development Team - Educause Service Catalog

Posted By Mark Chapman 01-26-2024 06:52:23 AM
Found In Egroup: IT Service Management \ view thread
Good morning! We use "Business capability & process automation." as the Service, and Business capability and process automation applications as the Service Offering. The definition of ours is, "This service offering provides comprehensive delivery and support for WashU applications (custom developed, ...

RE: ITSM CG presents: "Continual Improvement and True Crime" on 2/14

Posted By Mark Chapman 01-24-2024 05:40:51 AM
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This sounds great! I look forward to it! ------------------------------ Mark Chapman, Sc.D. Director, IT Service Management Washington University in St. Louis Markc@wustl.edu ------------------------------

RE: Ticket Categories

Posted By Mark Chapman 01-08-2024 05:40:00 AM
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Hi Carol! I would be very interested in seeing your Excel update tool. Thanks!! ------------------------------ Mark Chapman, Sc.D. Director, IT Service Management Washington University in St. Louis Markc@wustl.edu ------------------------------

RE: Asset Checkout Policy & Device Ownership

Posted By Mark Chapman 10-30-2023 06:22:49 AM
Found In Egroup: IT Service Management \ view thread
This is a great question! We are using acknowledgements and signoffs for "loaner laptops". It is a completely manual process using paper forms. I wonder if functionality mentioned by Rola is available in ServiceNow. I'll definitely be looking into that. ------------------------------ Mark Chapman, ...

Job Posting: IT Service Management Analyst I at Washington University in St. Louis

Posted By Mark Chapman 07-20-2023 06:17:00 AM
Found In Egroup: IT Service Management \ view thread
The Washington University in St. Louis Service Management Office has an open position for an IT Service Management Analyst I. The primary duties for this role will be to support the ongoing implementation of Hardware and Software Asset Management across the University. ServiceNow is our tool of choice. ...

RE: IT Asset Manager Interview Questions

Posted By Mark Chapman 07-10-2023 06:03:23 AM
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Good morning! This is a very timely question that I too am interested in. We are also hiring an IT Asset and Configuration Manager as well as two ITSM Analysts who will be primarily focused on the Asset and Configuration Management spaces. I'll link the positions when posting completes. We're not in ...

RE: Metrics Panel Series: MiamiOH use case and metrics journey on 20 June at 3 pm ET

Posted By Mark Chapman 06-08-2023 05:24:41 AM
Found In Egroup: IT Service Management \ view thread
This will be a great series!! Will this by chance be recorded? I have my standing ITSM/SMO Community of Practice at that time and I would love to see what comes out of these sessions. Great thinking to get this together. ------------------------------ Mark Chapman, Sc.D. Director, IT Service Management ...

RE: ServiceNow Capacity/Resource Management Help

Posted By Mark Chapman 03-20-2023 05:54:30 AM
Found In Egroup: IT Service Management \ view thread
Good Morning! Angel and Dan, I would very much like to discuss how you are doing this in ServiceNow. We are looking to do something to replace Planview for projects, resource planning, time management, etc. We are deeply entrenched in ServiceNow, so any advice or lending knowledge of your best practices ...

RE: REMINDER: ITSM CG presents: "Dealing with problems - beyond root cause analysis" on 3/21

Posted By Mark Chapman 03-15-2023 05:30:16 AM
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Hi Mitch, will this be recorded? I am very interested, but it's performance review season here. ------------------------------ Mark Chapman, Sc.D. Director, IT Service Management Washington University in St. Louis Markc@wustl.edu ------------------------------

RE: Seeking Guests for MiamiOH monthly ITSM status meetings

Posted By Mark Chapman 03-09-2023 05:41:23 AM
Found In Egroup: IT Service Management \ view thread
Hi Bob, This is a GREAT idea!! As we mature our Service Management Community of Practice, I would certainly be interested in asking the same questions. I would welcome the opportunity to share. Thanks for posting this!! ------------------------------ Mark Chapman, Sc.D. Director, IT Service Management ...

RE: Knowledge Process Owner

Posted By Mark Chapman 02-22-2023 05:31:17 AM
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Hello - Our Knowledge Management practice is both owned and managed out of the SMO. We have been "doing" KM for several years and from an internal facing perspective, the Knowledge Base is sound. External facing, not so much. Once the Knowledge Base is created and settles, it really does become more ...

RE: Technical Change Management for SaaS and Cloud services?

Posted By Mark Chapman 02-21-2023 06:32:32 AM
Found In Egroup: IT Service Management \ view thread
You've certainly given me a lot to think about. Right now, we are often at the mercy of our vendors/providers when to comes to their changes or updates. Some make changes at their discretion and later we end up with an Emergency Change (soon to be Expedited) coming through CAB. When there is an incident ...

RE: Service Desk Knowledge Base Categories

Posted By Mark Chapman 02-03-2023 05:33:00 AM
Found In Egroup: IT Service Management \ view thread
This is great information, Rich. I thought we had a relatively mature KB until I saw yours. Impressive, I must say. ------------------------------ Mark Chapman, Sc.D. Director, IT Service Management Washington University in St. Louis Markc@wustl.edu ------------------------------

RE: Major Incidents and Problem Management

Posted By Mark Chapman 12-13-2022 06:19:53 AM
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I'm sorry, Tamera. I just responded privately by mistake. We do not yet open problem records for all Major Incidents. We are opening problems for P1, highly impactful incidents. We are just past the infancy stage of revitalizing our Problem Management practice. We will definitely be opening problem records ...

RE: Major Incidents and Problem Management

Posted By Mark Chapman 12-13-2022 05:57:29 AM
Found In Egroup: IT Service Management \ view thread
Hi all - At Washington University, we are a ServiceNow shop and have been for many years. Our Major Incident set of processes is part of the Incident Management practice from an ITIL practice perspective. In the tool, our P1 and P2 incidents (Major Incidents) do have child incidents. We are just re-implementing ...

RE: ITIL training recommendations?

Posted By Mark Chapman 12-08-2022 06:16:50 AM
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Greetings from St. Louis! We have been using Stormwind Studios for a few years for ITIL 4 Foundations training and have trained in excess of 300 team members. They offer monthly live, virtual sessions. I've been hearing mixed reviews from the session just held two weeks ago, but overall, they are a ...

ITSM Governance Committee

Posted By Mark Chapman 09-28-2022 06:25:55 AM
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Hi, and thanks in advance for any replies. Have any of you created or been involved with the creation of an ITSM Governance committee? Our committee will contain senior leadership from across IT and will then extend to the different schools with the intent of endorsing and prioritizing the ITSM roadmap ...

RE: SMO Charter

Posted By Mark Chapman 06-06-2022 09:20:51 AM
Found In Egroup: IT Service Management \ view thread
As you can imagine, I am very interested in seeing what @Lucas Friedrichsen has shared. Unfortunately I cannot access the page. Hopefully Lucas will chime in and be able to help. Thanks so much for the reply!! ------------------------------ Mark Chapman Director, IT Service Management Washington University ...