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IT Service Management Group

Committee Charter

The IT Service Management Group is charged with implementing a comprehensive service management platform that meets the needs of the Rutgers University community. Leveraging ServiceNow as the tool of choice, this group is leading the efforts to incorporate a versatile service management platform that expands the functionality of service management capabilities, consolidates multiple incident management systems, and updates incident tracking processes. This group, which contains representation from many different service-oriented areas of the university, collaborates to implement a tool that is technically sound, scalable, and follows good practices for measuring success and continual improvement.

Goals

  • Incorporate IT Infrastructure Library (ITIL) best practices and training into the service management platform at Rutgers University.
  • Replace aging and disparate incident tracking systems with an enterprise platform offering a single view of the service management enterprise.
  • Integrate the following ServiceNow modules for Rutgers IT Service Management:
    • Continuous Service Improvement
    • Knowledge Management
    • Service Portfolio Management
    • Incident Management
    • Service Request Management
    • Major Incident Management
    • Problem Management
    • Change Management

Steering Committee Membership

Sponsor: Frank Reda, Associate Vice President, Enterprise Service Delivery, Office of Information Technology

Chairs:
Frank Reda, Associate Vice President, Enterprise Service Delivery, Office of Information Technology (co-chair)
Keri Budnovitch, Executive Director, Enterprise Service Delivery, Office of Information Technology (co-chair)

Members:

  • Kevin Dowlin, Assistant Provost, Technology and Learning Spaces, Rutgers University–Newark
  • Stan Kolasa, Director, Enterprise Application Services, Office of Information Technology
  • Ellen Law, Associate Vice President, Enterprise Application Services, Office of Information Technology
  • William Lansbury, Associate Vice President, Enterprise Infrastructure, Office of Information Technology
  • Tommy Loo, Project Manager, Enterprise Project Management Office
  • Deborah McDaniel, Associate Director, Enterprise Service Delivery, Office of Information Technology
  • John Quirinale, Executive Director, Finance and Administration, Office of Information Technology
  • Denise Romano, Associate Vice President, Health Sciences IT, Office of Information Technology
  • Tom Ryan, Director of IT, Rutgers University–Camden
  • Barr von Oehsen, Associate Vice President, Office of Advanced Research and Computing
  • Ana Verma, Director, Enterprise Service Delivery, Office of Information Technology
  • Tom Vosseler, Executive Director, School of Arts and Sciences