{"id":2491,"date":"2026-01-30T09:05:29","date_gmt":"2026-01-30T14:05:29","guid":{"rendered":"https:\/\/it.rutgers.edu\/service-management\/?page_id=2491"},"modified":"2026-06-25T09:17:30","modified_gmt":"2026-06-25T14:17:30","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":"    <section class=\"cc--component-container cc--hero-basic  hero-basic color-light-gray\">\n\n<div class=\"c--component c--hero-basic\">\n        \n<div class=\"outer-wrapper\">\n    <div class=\"inner-wrapper\">\n        <div class=\"text-container\">\n            <div class=\"text-wrapper\">\n\t\t\t\t<div class=\"f--field f--page-title \"><h1>About Rutgers Service Management<\/h1>\n\n<\/div><!-- f--field f--page-title -->\n\t\t\t\t<div class=\"f--field f--text \"><\/div><!-- f--field f--text -->\n            <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n\n\n<\/div><!-- c--component c--hero-basic -->\n\n    <\/section><!-- cc--component-container cc--section -->\n\n\n    <section class=\"cc--component-container cc--text-50-50  text-50-50 color-white\">\n\n<div class=\"c--component c--text-50-50\">\n        \n<div class=\"container color-white\">\n\n        \n    <div class=\"content-container\">\n\n        <div class=\"left-content\">\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=\"\/service-management\/training-and-professional-development\/\">Training and development<\/a><\/li>\n<\/ul>\n<h2><strong>Questions?<\/strong><\/h2>\n<p>If you have questions about any Rutgers Service Management initiatives, <br \/> please send an email to <a href=\"mailto:smo-support@oit.rutgers.edu\">smo-support@oit.rutgers.edu<\/a>.<\/p>\n        <\/div>\n\n        <div class=\"right-content\">\n            <h2><strong>Service Management Team Members<\/strong><\/h2>\n<p><strong>Deborah McDaniel<\/strong><br \/>\nDirector, IT Service Management<\/p>\n<p><strong>Bharat Desai<\/strong><br \/>\nAsset and Configuration Analyst, IT Service Management<\/p>\n<p><strong>Christopher Hart-Ruiz<\/strong><br \/>\nTraining Program Administrator, IT Service Management<\/p>\n<p><strong>Naj Junaid<\/strong><br \/>\nApplication Administrator, IT Service Management<\/p>\n<p><strong>Jiancy Moreno-Lasalle<\/strong><br \/>\nBusiness Analyst, IT Service Management<\/p>\n<p><strong>Mrunal Nawathe<\/strong><br \/>\nChange Management Analyst, IT Service Management<\/p>\n<p><strong>Suraj Patel<\/strong><br \/>\nData Analyst, IT Service Management<\/p>\n<p><strong>Brett Smilen<\/strong><br \/>\nBusiness Analyst, IT Service Management<\/p>\n<p><strong>Michele Williams<\/strong><br \/>\nBusiness Analyst, IT Service Management<\/p>\n        <\/div>\n\n    <\/div>\n\n    \n<\/div>\n<\/div><!-- c--component c--text-50-50 -->\n\n    <\/section><!-- cc--component-container cc--section -->\n\n\n    <section class=\"cc--component-container cc--enhanced-cards  enhanced-cards color-light-gray\">\n\n<div class=\"c--component c--enhanced-cards\">\n            <a class=\"anchor-adjustment\" id=\"past-events\"><\/a>\n        \n\n\n\n\n\n    <div class=\"enhanced-cards-bg-img-container  color-light-gray\" style=\"; background-size: cover; background-repeat: no-repeat; position: relative; z-index:1;\">\n\n        <div class=\"enhanced-cards\" style=\"grid-template-columns: repeat(2, minmax(0, 1fr));\">\n\n            <div class=\"title-description\">\n                                    <h2 style=\"text-align: center;\">Past events<\/h2>\n                \n                \n            <\/div>\n\n                                            <div class=\"title enhanced-card has-button color-light-gray visual-content-icon text-align-left\" style=\"align-items:start;\">\n                    \n                    \n                                        <div class=\"content-wrapper\" style=\"\">\n\n                                                    <div data-mh=\"c--enhanced-cards--title\" class=\"title-container\" style=\"justify-content: flex-start;\">\n                                                                                                                                                        <i style=\"color: #cc0033\" class=\"fa-classic fa-regular fa-users-class medium title\"><\/i>\n                                                                                                                                                                                <h3>\n                                                                            ITSM Tools Showcase \u2013 Spring 2026                                                                    <\/h3>\n                            <\/div>\n                        \n                        \n\n                        <div class=\"content\" data-mh=\"c--enhanced-cards--content\" style=\"width:100%\">\n                            <p>The Rutgers Service Management Office presented ServiceNow use cases, new features, and more at their first ITSM Tools Showcase on Wednesday, April 8, 2026. View a recording of our speakers at the ITSM Showcase. NetID login is required.<\/p>\n                        <\/div>\n\n                                            <\/div>\n\n                                                                    <a class=\"button\" href=\"\/service-management\/itsm-showcase-2026-recording\/\" style=\"\" target=\"_self\">Access ITSM Tools Showcase presentations<\/a>\n                                    <\/div>\n                                            <div class=\"title enhanced-card has-button color-light-gray visual-content-icon text-align-left\" style=\"align-items:start;\">\n                    \n                    \n                                        <div class=\"content-wrapper\" style=\"\">\n\n                                                    <div data-mh=\"c--enhanced-cards--title\" class=\"title-container\" style=\"justify-content: flex-start;\">\n                                                                                                                                                        <i style=\"color: #cc0033\" class=\"fa-classic fa-regular fa-screen-users medium title\"><\/i>\n                                                                                                                                                                                <h3>\n                                                                            Town hall and showcase recordings                                                                    <\/h3>\n                            <\/div>\n                        \n                        \n\n                        <div class=\"content\" data-mh=\"c--enhanced-cards--content\" style=\"width:100%\">\n                            <p>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.<\/p>\n                        <\/div>\n\n                                            <\/div>\n\n                                                                    <a class=\"button\" href=\"\/service-management\/rutgers-it-service-management-town-halls-archive\/\" style=\"\" target=\"_self\">Access event recordings<\/a>\n                                    <\/div>\n                                            <div class=\"title enhanced-card has-button color-light-gray visual-content-icon text-align-left\" style=\"align-items:start;\">\n                    \n                    \n                                        <div class=\"content-wrapper\" style=\"\">\n\n                                                    <div data-mh=\"c--enhanced-cards--title\" class=\"title-container\" style=\"justify-content: flex-start;\">\n                                                                                                                                                        <i style=\"color: #cc0033\" class=\"fa-classic fa-regular fa-screen-users medium title\"><\/i>\n                                                                                                                                                                                <h3>\n                                                                            ITSM Summit \u2013 Fall 2025                                                                    <\/h3>\n                            <\/div>\n                        \n                        \n\n                        <div class=\"content\" data-mh=\"c--enhanced-cards--content\" style=\"width:100%\">\n                            <p>The Rutgers IT Service Management Office celebrated its successes in IT Service Management at the\u00a0inaugural\u00a0IT Service Management Summit on Wednesday, October 8, 2025.\u00a0View a recording of our speakers at the ITSM Summit 2025. NetID login is required.<\/p>\n                        <\/div>\n\n                                            <\/div>\n\n                                                                    <a class=\"button\" href=\"\/service-management\/itsm-summit-2025\/\" style=\"\" target=\"_self\">Access ITSM Summit recording<\/a>\n                                    <\/div>\n            \n            \n        <\/div>\n\n    <\/div>\n\n<\/div><!-- c--component c--enhanced-cards -->\n\n    <\/section><!-- cc--component-container cc--section -->\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":257,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"page-category":[],"class_list":["post-2491","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>About Rutgers Service Management - 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