IT Service Management Summit 2026
Registration is open for the 2026 ITSM Summit!
Discover how small, measurable improvements create more reliable services, stronger coordination and lasting impact while connecting with Rutgers IT professionals.
Wednesday, November 4 | 1–3:30 p.m.
Rutgers Public Safety Building (2nd floor) 55 Paul Robeson Blvd., New Brunswick, NJ
What’s happening at the ITSM Summit?
Panel discussion topics:
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Better visibility leads to better decisions. Join us for an interactive, non-technical look at how ITAM and the CMDB can help IT teams break down silos, resolve incidents faster, understand the impact of changes, reduce hidden costs, and manage technology more securely throughout its lifecycle. Discover why every IT staff member is an asset manager and how small, consistent updates can create trusted information that benefits the entire organization.
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Some of the most consequential service failures never generate an alert or an Incident. Henry Cai shares how a continual-improvement approach uncovers hidden data-quality problems affecting student information before they become visible in-service issues. By introducing a structured validation gate, the project improved confidence in the accuracy and reliability of data supporting advisors and students at the Center for Learning and Student Success in Camden. This session shows how systematic validation can turn silent failures into actionable findings, make prevention measurable, and strengthen service reliability without requiring new tools or licenses.
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Explore the FY27 ITSM Roadmap and the priorities shaping the next stage of service management at Rutgers. This session will show how upcoming initiatives can improve service visibility, strengthen coordination, support responsible innovation, and help Rutgers IT deliver greater value through a culture of continual improvement.
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Explore new and future learning opportunities from the Rutgers Service Management Office. This talk will introduce an expanding training program designed to build practical skills, support professional growth, and provide clearer learning pathways through courses, workshops, flexible learning formats, and digital credentials.
Accordion Content
Breakout session topics:
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Explore how IT teams can support adoption and help turn successful technology delivery into lasting business value.
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Discover practical methods for identifying, prioritizing, and implementing improvements that drive measurable service and organizational benefits.
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Learn how to visualize work, identify bottlenecks, eliminate waste, and improve the flow of value to customers.
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AI in ITSM is often presented as the answer to everything, from automating support to advancing service-management maturity. But what happens when the data is incomplete, the technology is still evolving, or the customer does not want an AI-first experience? This presentation takes a candid look at AI’s emerging role in ITSM, examining practical applications, inflated expectations, data-quality challenges, and the experiences of the people who rely on IT support.
