Consulting services

We are a resource to the Rutgers IT community. Below are some examples of areas where we can assist you:

• Consulting on service planning and service design
• Conducting service reviews and process assessments
• Creating service catalog pages(s) and service communications
• Designing well-integrated support and operational processes
• Improving customer experience with a service
• Assisting with service reporting and metrics
• Providing training resources to support various aspects of service management

Please contact us with your request for service management-related support.

Managing services

Our goal is to document and define service management as a practice for Rutgers IT as well as provide resources that support service managers, owners, and delivery teams in designing, developing, improving and decommissioning services.

Coming soon – As our methodology and tools improve, we will provide a toolkit with supporting templates and guidelines to support the Rutgers Service Management best practices framework and methodology.

Process design

Our service management framework builds on a collection of best practices for quality IT service management (ITIL). To learn more about ITIL, please visit our FAQ page.

To support process design, we have selected Navvia Process Designer as our tool of choice to design and maintain our ITSM Process Documentation Library (PDL). Navvia allows us to create process guides and provides tools templates, and training on ITSM and ITIL concepts at no additional cost. To learn more about how Navvia supports ITSM Practitioners, please visit the Navvia website.