NET+ ServiceNow Newsletter

November 2020

In this version of the NET+ ServiceNow Newsletter, learn about the latest updates about ServiceNow offerings including the most recent releases and links to relevant details, comments and feedback from the ServiceNow Advisory Board, as well as best practices in ServiceNow use around the Internet2 Community.

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Table of Contents


ServiceNow Updates

Updates from ServiceNow regarding product offerings, including any new release.


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ServiceNow - EVENTS

A complete listing of upcoming ServiceNow events, live demos and webinars can be found here.

Upcoming ServiceNow Webinars


  • University of San Francisco reduced incidents by 10% and revitalized IT services with self-help and automation


  • 10x growth in 18 months—University of South Carolina’s Knowledge Management journey


ServiceNow Advisory Board Updates


Upcoming Meeting: December 7, 2020



The next ServiceNow Advisory Board Meeting will be held on December 7, 2020. Agenda topics for this meeting include:

  • Roll Call
  • High level discussion on Higher Education roadmap for 2021
  • Review of Institutional Profile Survey Results from AB



The agendas for all ServiceNow Advisory Board meetings can be found here.

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November Meeting Recap


The NET+ ServiceNow Service Advisory Board met in November in a special session which was the first of its kind.  Open Office Hours were held for the community to come not only to meet the Service Advisory Board that works on their behalf but also to engage in community discussion topics of interest.  General discussion was held on a number of topics ranging from project management best practices to business models around certain suites of tools and finally future releases of the platform. Community participants commented that this was a good idea moving forward and should happen on a regular basis.  As such, the Service Advisory Board is looking to do just that.

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Around the Community

Commentary from I2 ServiceNow users: advice, best practices, feedback.

 

I2 online event: Embracing the ‘New Normal’ for Campus Operations


On November 10th, Internet2 held an engaging and highly-relevant event to the current challenges being faced by our community. Presentations included:

  • American University’s COVID-Related Technology & Service Delivery Changes
      • Terry Fernandez, Senior Director of Customer Services & Support (American University)
  • DocuSign and Banner Integration at Oregon State University
      • Brad Dennis, Product Manager (OnBase/Docusign), Enterprise Computing Services (Oregon State University)
  • Moderated by Jennifer Sparrow: Deputy CIO and AVP for Teaching & Learning with Technology (Penn State University)



EVENT LINKS


   SNow Higher Education Group - Mailing List

This mailing list is for ServiceNow customers or potential customers who are members of higher education institutions. There are many collaborative resources available for ServiceNow customers, for ITIL/ITSM, and for higher education, but none specifically in the space that crosses all three. In that context Karen Van Dusen (Carnegie Mellon University) and Hillary Rosenfeld (Boston University) maintain this list for anyone who is a ServiceNow customer and in higher education. Topics typically range from ServiceNow implementation and adoption strategies in higher ed to networking planning for events like ServiceNow's Knowledge conferences.

To participate visit (no vendors please): groups.google.com/group/snow-higher-ed

The most recent topics of discussion on this mailing list were:

  • Webinar Announcement: Essence of ITIL Change Management and Intro to DevOps
  • ITSM CG Webinar - Service Catalog Panel Discussion: From Paper to Practice
  • Share your ServiceNow governance structure/artifacts
  • Service Catalog: Alignment between ECAR model and ServiceNow CSDM
  • ServiceNow team size and structure


Higher Education Collaborative Resources for ITSM (IT Service Management)


 itSMF is a not for profit international organization focused on IT Service Management. The Higher Education Community of Interest Group is devoted to discussion, development, and adoption of IT Service Management principles in support of institutions of higher education.

EDUCAUSE is an international organization focused on IT within higher education.  Within the organization, there is a constituent group for members interested in IT Service Management:


The most recent topics of discussion on this mailing list were:

  • ITSM RFP Scenarios

  • ITSM Performance Evaluations

  • October Virtual Open House - ITSM

  • EDUCAUSE Annual Conference & Other Updates

  • 2020 Educause Community Group Social

Specific Collaborative Resources @ ServiceNow

These are resources presented and run by ServiceNow on and for the community.

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