IT Service Management Committee
Committee Charter
The IT Service Management Working Group has implemented a comprehensive service management program that meets the needs of the Rutgers University community. Leveraging ServiceNow as the tool of choice, this group led the efforts to incorporate a versatile service management platform that expanded the functionality of service management capabilities, consolidated multiple ticket tracking systems, and modernized service and support processes. This group, which contains representation from many different service-oriented areas of the university, collaborates to recommend solutions that are technically sound, scalable, and follows good practices for measuring success and continual improvement.
Goals Achieved
- Incorporated IT Infrastructure Library (ITIL) best practices and education into the service management program at Rutgers University.
- Replaced aging and disparate ticket tracking systems with an enterprise platform offering a single view of the service management enterprise.
- Established a Service Management Office (SMO) with dedicated staff to create a Center for Excellence for the Service Management program at Rutgers.
- Established an IT Enterprise Change Advisory Board.
- Integrated the following practice areas for Rutgers IT Service Management:
- Continual Improvement Management
- Knowledge Management
- Service Portfolio Management
- Incident Management
- Service Request Management
- Change Enablement (formerly Change Management)
- Asset Management
- Configuration Management
Future Goals
- Continue to expand best practices and education to streamline Service Management at Rutgers
- Continue to build out and improve catalog items
- Chat
- Virtual Agent
- Limited AI to assist with call deflection
- Major Incident Management
- Problem Management
Communities of Practice
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
- IT Asset and Configuration Management
Steering Committee Membership
Sponsor: Keri Budnovitch, Associate Vice President, Enterprise Service Delivery, Office of Information Technology
Chair: Deborah McDaniel, Director, Enterprise Service Delivery, Office of Information Technology
Members:
- Guy Albertini, Associate Vice President, Information Security, Office of Information Technology
- Shevon Jackson, Director of IT, Rutgers Business School
- Kevin Dowlin, Assistant Vice-Chancellor for Technology, Innovation, and Learning Environments, Rutgers University–Newark
- Andre Granadeiro, Director of IT, Institutional Planning & Operations
- Vladimir Gabrielescu, Director, Enterprise Application and Research Computing, Office of Information Technology
- Ellen Law, Vice President, Enterprise Application and Research Computing, Office of Information Technology
- William Lansbury, Vice President, Enterprise Infrastructure, Office of Information Technology
- John Quirinale, Assistant Vice President, Finance and Administration, Office of Information Technology
- Tom Ryan, Director of IT, Rutgers University–Camden
- Jon Oliver, Director, Office of the Chancellor, New Brunswick
- Ana Verma, Director, Enterprise Service Delivery, Office of Information Technology
- Erin Brewster Vosseler, Associate Vice President, Rutgers Health IT
- 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.