About Rutgers Service Management
About Rutgers Service Management
The Rutgers Service Management Office (SMO) is a dedicated department within the Office of Information Technology (OIT) that supports the adoption of IT Service Management (ITSM) throughout Rutgers. The department plays a critical role in ensuring that IT services are designed, delivered, and managed effectively to meet the university’s needs. It combines strategic planning, operational management, and continuous improvement to enhance the overall IT service experience for students, faculty, and staff.
The Service Management Office staff consults with IT departments to develop and continually improve IT service delivery, and further IT Service Management and practice maturity. The staff also works closely with Rutgers application developers to ensure that ServiceNow, the primary tool used for ITSM implementation, meets the needs of IT stakeholders. The SMO focuses on:
- Process and improvement
- Communication
- Training and development
Questions?
If you have questions about any Rutgers Service Management initiatives please send an email to smo-support@oit.rutgers.edu.
Service Management Team Members
Deborah McDaniel
Director, IT Service Management
Bharat Desai
Asset and Configuration Analyst, IT Service Management
Christopher Hart-Ruiz
Training Program Administrator, IT Service Management
Naj Junaid
Application Administrator, IT Service Management
Jiancy Moreno-Lasalle
Business Analyst, IT Service Management
Mrunal Nawathe
Change Management Analyst, IT Service Management
Suraj Patel
Data Analyst, IT Service Management
Brett Smilen
Business Analyst, IT Service Management
Michele Williams
Business Analyst, IT Service Management
ITSM Summit 2025
The Rutgers IT Service Management Office celebrated its successes in IT Service Management at the inaugural IT Service Management Summit on Wednesday, October 8, 2025. View a recording of our speakers at the ITSM Summit 2025. NetID login is required.
Town hall and showcase recordings
View the event archive, where IT professionals working on the ServiceNow ITSM implementation for Rutgers provided project status updates, training, demos, Q&A sessions, and more to the Rutgers community. NetID login is required to access the materials.