The Rutgers Service Management Office has set three goals as the core components of its inaugural IT Service Management (ITSM) Summit, scheduled for Wednesday, October 8: to celebrate Rutgers’ ITSM successes, collaborate with like-minded colleagues, and learn innovative ways to use ITSM within Rutgers IT.
According to Christopher Hart-Ruiz, training program administrator within the Rutgers Service Management Office, those three goals aren’t the only reason for IT staff to attend this first-of-its-kind event. We discussed the event with Christopher to learn more about it.
What can attendees look forward to from the discussions and workshops?
The ITSM Summit aims to recognize and honor the accomplishments of Rutgers IT as a whole. Attendees will walk away with a new idea—or a spark of an idea—and have fun. It’s also a chance to network with IT folks from other departments, hearing about how different departments do things.
What are three things you’re most excited about on the Summit agenda?
Everything, but I am biased. I think it’s the three different perspectives and opportunities that we’re offering.
First, through our IT leadership talks, attendees will get a high-level understanding of ITSM success and what future success looks like.
Next, Rutgers IT staff are doing incredible things every day to ensure we are helping Rutgers fulfill their mission—this needs to be celebrated and acknowledged. The ITSM champions panel does that by highlighting ways that ITSM is being leveraged within our own IT departments.
Finally, the workshops take it to an individual level—they’re fun, interactive, and a chance to network with other Rutgers IT staff who are interested in ITSM.
What would you say to someone who is on the fence about attending the Summit?
Register. If you can’t make the in-person event, then register for the virtual component. The speakers and panelists have a lot to share, offering valuable insights into our past, present, and future, as well as the innovative work across various practice areas.
Why does Service Management play such a vital role in IT departments?
ITSM helps to align IT service delivery with Rutgers’ goals and OIT’s strategic priorities. It provides a path for us to deliver service excellence for faculty, staff, and students, and the ability to adapt to the changing needs of the Rutgers community.
What are some things you can tease to IT staff leading up to the event?
We’re genuinely looking forward to the entire event, especially the in-person workshops. One of our workshops is a live-led escape room format—can you use your wits and expertise to break the CX code? And the ITSM Matchmaker workshop will challenge our in-person attendees to solve real-world IT challenges by using ITSM. Lastly, there will be cookies!
What’s the biggest IT service myth you’d like to bust?
I think there are several, but the most prominent one I’ve come across relates to the tools used to facilitate ITSM. Sometimes, there can be a misconception that onboarding to ServiceNow equals adopting service management.
ITSM is fundamentally about the processes, workflows, and culture we have in place to continually improve. ServiceNow is a tool that facilitates Rutgers’ adoption of ITSM principles and practices. ITSM adoption isn’t a one-and-done; it is an expedition towards service excellence.
The ITSM Summit offers both in-person and virtual events, including highlights from IT leadership, a chat with ITSM champions, and interactive in-person workshops. Visit the ITSM Summit Registration page to register. Participants interested in the in-person event must register by September 26.
Tags: IT community, IT service management