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IT Leadership Council

IT Service Management Group

Committee Charter

The IT Service Management Working Group is charged with implementing a comprehensive service management program 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 ticket tracking systems, and modernizes service and support 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 education into the service management program at Rutgers University.
  • Replace aging and disparate ticket tracking systems with an enterprise platform offering a single view of the service management enterprise.
  • Integrate the following practice areas for Rutgers IT Service Management:
    • Continual Improvement Management
    • Knowledge Management
    • Service Portfolio Management
    • Incident Management
    • Service Request Management
    • Major Incident Management
    • Problem Management
    • Change Enablement (formerly Change Management)
    • Asset Management
    • Configuration Management

Practice Advisory Groups

Each practice area has a corresponding Practice Advisory Group (PAG). The purpose of the PAG is to maintain a diverse team focused on refining and improving the respective practice area’s processes, workflows and guidelines. The following PAGs have been established:

  • Change Enablement
  • Incident Management
  • Metrics and Reporting
  • Request Management

Steering Committee Membership

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

Chairs:

  • Keri Budnovitch, Executive Director, Enterprise Service Delivery, Office of Information Technology
  • Deborah McDaniel, Associate Director, Enterprise Service Delivery, Office of Information Technology

Members:

  • Guy Albertini, Associate Vice President, Information Security, Office of Information Technology
  • Russell Clarke, Director of IT, Rutgers Business School
  • Kevin Dowlin, Assistant Provost, Technology and Learning Spaces, Rutgers University–Newark
  • Andre Granadeiro, Assistant Director of IT, Institutional Planning & Operations
  • Vladimir Gabrielescu, Associate 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
  • John Quirinale, Executive Director, Finance and Administration, Office of Information Technology
  • Tom Ryan, Director of IT, Rutgers University–Camden
  • Ana Verma, Director, Enterprise Service Delivery, Office of Information Technology
  • Tom Vosseler, Executive Director, School of Arts and Sciences

To find out more about the progress of IT service management at Rutgers, please visit Rutgers Service Management.