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Annual Review 2020-2021

Innovating support and service with Rutgers IT Help

In 2018, Rutgers IT chose ServiceNow as the the official IT Service Management platform for the university. Since then, Rutgers IT has made tremendous strides establishing industry-based best practices for service delivery and implementing ServiceNow (now known as Rutgers IT Help) to support primary practices of incident, knowledge, request, and change management across the Office of Information Technology and many distributed IT units. 

Rutgers IT Help updates

Over the past year, a major goal for the Service Management Office has been to increase awareness of Rutgers IT Help and IT Service Management initiatives and provide Rutgers IT units access to start using the platform.

This was accomplished by onboarding 30+ IT departments for incident and knowledge management, preparing for the launch of an end-user self-service portal, successfully completing a pilot for change management, and educating Rutgers IT staff on ITIL 4.

Additionally, the Service Management Office developed a service catalog in the Rutgers IT Help self-service portal.

  • Includes up to 50 request forms and catalog items.
  • Catalog items available are sorted for relevancy based on user’s school, location, and role in Rutgers.

The self-service portal pilot was completed and will be available to the Rutgers community beginning fall 2021.

Change management pilot was conducted and will be available to the Rutgers community beginning spring 2022.

ServiceNow users to-date

Over 30 Rutgers IT units began using ServiceNow
over the past fiscal year, and upward of 20 are expected to begin in the current year. The units using ServiceNow include:

Camden and Newark IT

Various OIT departments

 Institutional Planning and Operations IT Service Desk

Rutgers Business School

Rutgers School of Dental Medicine

Cancer Institute of NJ

And more!

Training opportunities

ITIL 4 foundation training and certification courses are available to ALL Rutgers IT staff members.

  • The Service Management Office has 3 in-house certified trainers for ITIL 4 foundation courses.

  •    45 Rutgers IT staff members have completed ITIL 4 Foundation training over the 2020-2021 fiscal year. We have already had over 100 additional staff members sign up to participate in training courses leading into the next fiscal year.