{"id":2183,"date":"2025-05-09T15:31:38","date_gmt":"2025-05-09T20:31:38","guid":{"rendered":"https:\/\/it.rutgers.edu\/service-management\/?page_id=2183"},"modified":"2025-11-26T15:27:17","modified_gmt":"2025-11-26T20:27:17","slug":"about-rutgers-service-management","status":"publish","type":"page","link":"https:\/\/it.rutgers.edu\/service-management\/about-rutgers-service-management\/","title":{"rendered":"About Rutgers Service Management"},"content":{"rendered":"<p>[et_pb_section fb_built=&#8221;1&#8243; admin_label=&#8221;Title&#8221; _builder_version=&#8221;4.16&#8243; background_color=&#8221;#ededed&#8221; background_enable_image=&#8221;off&#8221; custom_margin=&#8221;15px||0px||false|false&#8221; custom_padding=&#8221;5px||5px||false|false&#8221; locked=&#8221;off&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_row _builder_version=&#8221;4.16&#8243; custom_margin=&#8221;||||true|false&#8221; custom_padding=&#8221;||0px|||&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.20.0&#8243; custom_margin=&#8221;25px||25px||false|false&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h2 style=\"text-align: center;\"><strong>About Rutgers Service Management<\/strong><\/h2>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=&#8221;1&#8243; admin_label=&#8221;section&#8221; _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_row column_structure=&#8221;1_2,1_2&#8243; _builder_version=&#8221;4.20.0&#8243; custom_padding=&#8221;0px||0px||false|false&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;1_2&#8243; _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.20.0&#8243; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p>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\u2019s needs. It combines strategic planning, operational management, and continuous improvement to enhance the overall IT service experience for students, faculty, and staff.<\/p>\n<p>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:<\/p>\n<ul>\n<li>Process and improvement<\/li>\n<li>Communication<\/li>\n<li><a href=\"https:\/\/it.rutgers.edu\/service-management\/training-and-professional-development\/\">Training and development<\/a><\/li>\n<\/ul>\n<p>[\/et_pb_text][et_pb_text _builder_version=&#8221;4.20.0&#8243; min_height=&#8221;100px&#8221; custom_margin=&#8221;||-35px||false|false&#8221; custom_padding=&#8221;||0px||false|false&#8221; locked=&#8221;off&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h4><strong>\u00a0Questions?<\/strong><\/h4>\n<p>If you have questions about any Rutgers Service Management initiatives please send an email to <a href=\"mailto:smo-support@oit.rutgers.edu\">smo-support@oit.rutgers.edu<\/a>.<\/p>\n<p>&nbsp;<\/p>\n<p>[\/et_pb_text][\/et_pb_column][et_pb_column type=&#8221;1_2&#8243; _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.20.0&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h4><strong>Service Management Team Members<\/strong><\/h4>\n<p><strong>Deborah McDaniel<\/strong><br \/>Director, IT Service Management<a href=\"mailto:deborah.mcdaniel@rutgers.edu\"><\/a><\/p>\n<p><strong>Bharat Desai<\/strong><br \/>Asset and Configuration Analyst, IT Service Management<a href=\"mailto:bd547@rutgers.edu\"><\/a><\/p>\n<p><strong>Christopher Hart-Ruiz<\/strong><br \/>Training Program Administrator, IT Service Management<a href=\"mailto:christopher.hart-ruiz@rutgers.edu\"><\/a><\/p>\n<p><strong>Naj Junaid<\/strong><br \/>Application Administrator, IT Service Management<a href=\"mailto:nmj51@rutgers.edu@rutgers.edu\"><\/a><\/p>\n<p><strong>Jiancy Moreno-Lasalle <\/strong><br \/>Business Analyst, IT Service Management<a href=\"mailto:jiancy.morenolassalle@rutgers.edu@rutgers.edu@rutgers.edu\"><\/a><\/p>\n<p><strong>Mrunal Nawathe <\/strong><br \/>Change Management Analyst, IT Service Management<a href=\"mailto:mn851@rutgers.edu@rutgers.edu@rutgers.edu@rutgers.edu\"><\/a><\/p>\n<p><strong>Suraj Patel<\/strong><br \/>Data Analyst, IT Service Management<\/p>\n<p><strong>Brett Smilen<\/strong><br \/>Business Analyst, IT Service Management<\/p>\n<p><strong>Michele Williams<\/strong><br \/>Business Analyst, IT Service Management<\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=&#8221;1&#8243; _builder_version=&#8221;4.20.0&#8243; _module_preset=&#8221;default&#8221; background_color=&#8221;#ededed&#8221; custom_padding=&#8221;35px|||||&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_row column_structure=&#8221;1_2,1_2&#8243; _builder_version=&#8221;4.20.0&#8243; custom_padding=&#8221;25px||0px||false|false&#8221; locked=&#8221;off&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;1_2&#8243; _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.20.0&#8243; min_height=&#8221;100px&#8221; custom_margin=&#8221;||||false|false&#8221; custom_padding=&#8221;||0px||false|false&#8221; locked=&#8221;off&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h4><i style=\"color: #cc0033;\" class=\"fa-solid fa-screen-users\"><\/i><strong>\u00a0ITSM Summit 2025<\/strong><\/h4>\n<p><span>The Rutgers IT Service Management Office celebrated its successes in IT Service Management at the <\/span>inaugural<span>\u00a0IT Service Management Summit on Wednesday, October 8, 2025.<\/span> View a recording of our speakers at the ITSM Summit 2025. NetID login is required.<\/p>\n<p>[\/et_pb_text][et_pb_button button_url=&#8221;https:\/\/it.rutgers.edu\/service-management\/itsm-summit-2025\/&#8221; button_text=&#8221;Access ITSM Summit recording&#8221; button_alignment=&#8221;left&#8221; admin_label=&#8221;Button&#8221; _builder_version=&#8221;4.20.0&#8243; custom_margin=&#8221;2px|||5px|false|false&#8221; hover_enabled=&#8221;0&#8243; locked=&#8221;off&#8221; global_colors_info=&#8221;{}&#8221; sticky_enabled=&#8221;0&#8243;][\/et_pb_button][\/et_pb_column][et_pb_column type=&#8221;1_2&#8243; _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.20.0&#8243; min_height=&#8221;100px&#8221; custom_margin=&#8221;||||false|false&#8221; custom_padding=&#8221;||0px||false|false&#8221; locked=&#8221;off&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h4><i style=\"color: #cc0033;\" class=\"fa-solid fa-screen-users\"><\/i><strong>\u00a0Town hall and showcase recordings<\/strong><\/h4>\n<p><span>View the event archive, where IT professionals working on the ServiceNow ITSM implementation for Rutgers provided project status updates, training, demos, Q&amp;A sessions, and more to the Rutgers community. NetID login is required to access the materials.<\/span><\/p>\n<p>[\/et_pb_text][et_pb_button button_url=&#8221;https:\/\/it.rutgers.edu\/service-management\/rutgers-it-service-management-town-halls-archive\/&#8221; button_text=&#8221;Access event recordings&#8221; button_alignment=&#8221;left&#8221; admin_label=&#8221;Button&#8221; _builder_version=&#8221;4.20.0&#8243; custom_margin=&#8221;|||5px|false|false&#8221; locked=&#8221;off&#8221; global_colors_info=&#8221;{}&#8221;][\/et_pb_button][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>About Rutgers Service&#8230;<\/p>\n","protected":false},"author":992,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"template-custom.php","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>About Rutgers Service Management - 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