2026 IT Service Management Summit spotlights Rutgers IT projects

Every day, the Rutgers Service Management Office hears about the impressive projects Rutgers IT teams undertake, and the positive impact their efforts have on the university community. That sentiment became a key factor when the office planned its second annual IT Service Management Summit, which takes place from 1-3:30 p.m. on Wednesday, November 4, 2026 at the Rutgers Public Safety building in New Brunswick.

We discussed this year’s event with Christopher Hart-Ruiz, training program administrator within the Rutgers Service Management Office.

This year, you’re bringing ITSM efforts at Rutgers to the forefront by asking teams to present examples of their work. Tell me a bit about how this guided your planning this year.
After last year’s Summit, we received a lot of feedback that other departments wanted to contribute, which led to us opening this up to Rutgers IT staff and their teams. We listened to feedback and incorporated what our participants wanted to see. In one of our presentations, you’ll hear about how a Rutgers IT member’s question led to better services and support on the Camden campus. I’m not going to go into details here, but I’d recommend attending the Summit to hear about this service management success story.

What’s on your can’t miss list that you’d like tease to IT staff leading up to the event?
I’ve already spoken a bit about our IT professionals who are presenting, and it really shows that on-the-ground ideas can lead to a service management success story.

Our IT Asset Management (ITAM) and the Configuration Management Database (CMDB) panel discussion offers a fresh perspective on a popular topic. Frequently, people like to discuss the technical aspect of IT Asset Management (ITAM) and the Configuration Management Database (CMDB). That’s a great conversation, but it can gloss over the benefits to our students, faculty and staff. This presentation covers why ITAM and the CMDB help IT teams deliver better services. It’s going under-the-hood, without talking about the engine parts.

Our third must-attend session covers Adoption Engineering. During this interactive breakout session, attendees will explore strategies to increase customer engagement. It’s practical and high-value information for tasks that the Rutgers IT community sees every day.

What’s the biggest IT Service Management myth you’d like to bust this year?
IT Service Management isn’t about taking away features, programs or services that tech teams rely on. It’s not about fixing or altering how our teams configure and support hardware and software. It’s about focusing on the value to the Rutgers community, and how they access the technology we provide and how tech teams support user outcomes.

How does Service Management help tech teams reach their IT goals here at Rutgers?
Service Management helps us ensure that everyone’s working toward a common goal. Sometimes, we focus so deeply on the tree that we miss how it fits into the forest. Here at Rutgers, that means that our IT helps support Rutgers’ mission: research, education, and public service.

The ITSM Summit offers both in-person and virtual events, including panel discussions and breakout sessions. Visit the ITSM Summit Registration page to register. Participants interested in the in-person event must register by October 30.