{"id":2639,"date":"2026-04-24T12:44:31","date_gmt":"2026-04-24T17:44:31","guid":{"rendered":"https:\/\/it.rutgers.edu\/service-management\/?page_id=2639"},"modified":"2026-06-24T21:15:42","modified_gmt":"2026-06-25T02:15:42","slug":"itsm-showcase-2026-recording","status":"publish","type":"page","link":"https:\/\/it.rutgers.edu\/service-management\/itsm-showcase-2026-recording\/","title":{"rendered":"Rutgers IT Service Management Showcase April 8, 2026"},"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>Rutgers IT Service Management Showcase April 8, 2026<\/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--enhanced-cards  enhanced-cards color-white\">\n\n<div class=\"c--component c--enhanced-cards\">\n        \n\n\n\n\n\n    <div class=\"enhanced-cards-bg-img-container  color-white\" 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;\">Showcase recordings<\/h2>\n                \n                                    <div class=\"description\">\n                        <p style=\"text-align: center;\">The Rutgers Service Management Office presented ServiceNow use cases, new features, and more at their first ITSM Tools Showcase on Wednesday, April 8, 2026.<\/p>\n                    <\/div>\n                \n            <\/div>\n\n                                            <div class=\"before-title enhanced-card color-white visual-content-none 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                                                                                                                                                                        <h3>\n                                                                            2026 showcase morning sessions                                                                    <\/h3>\n                            <\/div>\n                        \n                        \n\n                        <div class=\"content\" data-mh=\"c--enhanced-cards--content\" style=\"width:100%\">\n                            <p><strong><a href=\"https:\/\/rutgersconnect.sharepoint.com\/:p:\/s\/oit-rsm-office\/IQB9HLI-aYWsSpTfYKpwrW_hAQuRudDtCWAbNH9kVFBSBnc?e=Hg76RB&amp;xsdata=MDV8MDJ8YWQxNDYzQG9pdC5ydXRnZXJzLmVkdXxjYWM4MWFlZDQ1YzY0OWEwMDNmMzA4ZGVhMTNjMjc4OXxiOTJkMmIyMzRkMzU0NDcwOTNmZjY5YWNhNjYzMmZmZXwxfDB8NjM5MTI1NDc2ODg2NDIwOTgyfFVua25vd258VFdGcGJHWnNiM2Q4ZXlKRmJYQjBlVTFoY0draU9uUnlkV1VzSWxZaU9pSXdMakF1TURBd01DSXNJbEFpT2lKWGFXNHpNaUlzSWtGT0lqb2lUV0ZwYkNJc0lsZFVJam95ZlE9PXwwfHx8&amp;sdata=QkE4dFo4NzRvQUQrRGtoRGd3a21VUzZnZEJZY1RPK1pPa3dYSXhRMnFqcz0%3d\">Morning Presentation PowerPoint slides<\/a><\/strong><\/p>\n<p><strong>2:54<\/strong> \u2013 Welcome and Roadmap<br \/>\n<strong>9:45<\/strong> \u2013 Configuration Management Database<br \/>\n<strong>38:29<\/strong> \u2013 Camden Request Business Process Overview<br \/>\n<strong>1:09:22<\/strong> \u2013 Help Desk Omnichannel Support<br \/>\n<strong>1:27:28<\/strong> \u2013 ServiceNow AI for ITSM<br \/>\n<strong>1:42:18<\/strong> \u2013 Everything you wanted to know about ServiceNow\u2026<\/p>\n                        <\/div>\n\n                                            <\/div>\n\n                                    <\/div>\n                                            <div class=\"before-title enhanced-card color-white visual-content-youtube text-align-center\" style=\"align-items:center;\">\n                                                                \n                                            <div class=\"youtube-container\" style=\"aspect-ratio: 16 \/ 9;\">\n                            <iframe src=\"https:\/\/www.youtube.com\/embed\/7CjOQzoG9ic?controls=1&#038;modestbranding=1\" title=\"YouTube video player\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" style=\"width: 100%; min-height: 250px; height: 100%\" allowfullscreen><\/iframe>\n                        <\/div>\n                    \n                                        <div class=\"content-wrapper\" style=\"padding: 32px;\">\n\n                        \n                        \n\n                        <div class=\"content\" data-mh=\"c--enhanced-cards--content\" style=\"width:100%\">\n                                                    <\/div>\n\n                                            <\/div>\n\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\n\n    <section class=\"cc--component-container cc--enhanced-cards  enhanced-cards color-white\">\n\n<div class=\"c--component c--enhanced-cards\">\n        \n\n\n\n\n\n    <div class=\"enhanced-cards-bg-img-container  color-white\" 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;\">Breakout Room A<\/h2>\n                \n                \n            <\/div>\n\n                                            <div class=\"before-title enhanced-card color-white visual-content-none text-align-center\" style=\"align-items:center;\">\n                                                                \n                    \n                                        <div class=\"content-wrapper\" style=\"\">\n\n                        \n                        \n\n                        <div class=\"content\" data-mh=\"c--enhanced-cards--content\" style=\"width:100%\">\n                            <p style=\"text-align: left;\"><a href=\"https:\/\/rutgersconnect.sharepoint.com\/:p:\/s\/oit-rsm-office\/IQBASf3BW5kFR7EYnKtMxNveAXW4ZV280fE6ZEDW1bxtI9w?e=hFYAvJ&amp;xsdata=MDV8MDJ8YWQxNDYzQG9pdC5ydXRnZXJzLmVkdXxjYWM4MWFlZDQ1YzY0OWEwMDNmMzA4ZGVhMTNjMjc4OXxiOTJkMmIyMzRkMzU0NDcwOTNmZjY5YWNhNjYzMmZmZXwxfDB8NjM5MTI1NDc2ODg2NDQ2MDc5fFVua25vd258VFdGcGJHWnNiM2Q4ZXlKRmJYQjBlVTFoY0draU9uUnlkV1VzSWxZaU9pSXdMakF1TURBd01DSXNJbEFpT2lKWGFXNHpNaUlzSWtGT0lqb2lUV0ZwYkNJc0lsZFVJam95ZlE9PXwwfHx8&amp;sdata=V21WcDBwZzJBbSt1aW51UUtvNWdIazY3NExwQTdlODZldnRudVpoaTJPWT0%3d\"><strong>Breakout Room A \u2013 PowerPoint slides<\/strong><\/a><\/p>\n<p style=\"text-align: left;\"><strong>Known Issues:<\/strong> The presentation was in progress when the recording began. Audio was unavailable from 17:29 to 18:45.<\/p>\n<p style=\"text-align: left;\"><strong>Presentations:<\/strong><br \/>\n<strong>00:00<\/strong> \u2013 Preparing You to Build, Maintain, and Improve Service Catalog Experiences<br \/>\n<strong>18:04<\/strong> \u2013 IT Asset Management (Audio begins at 18:45.)<br \/>\n<strong>53:24<\/strong> \u2013 Major Incident Management<\/p>\n                        <\/div>\n\n                                            <\/div>\n\n                                    <\/div>\n                                            <div class=\"before-title enhanced-card color-white visual-content-youtube text-align-left\" style=\"align-items:start;\">\n                                                                \n                                            <div class=\"youtube-container\" style=\"aspect-ratio: 16 \/ 9;\">\n                            <iframe src=\"https:\/\/www.youtube.com\/embed\/HQvNRJ4bI-Y?controls=0&#038;modestbranding=1\" title=\"YouTube video player\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" style=\"width: 100%; min-height: 250px; height: 100%\" allowfullscreen><\/iframe>\n                        <\/div>\n                    \n                                        <div class=\"content-wrapper\" style=\"padding: 32px;\">\n\n                        \n                        \n\n                        <div class=\"content\" data-mh=\"c--enhanced-cards--content\" style=\"width:100%\">\n                                                    <\/div>\n\n                                            <\/div>\n\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\n\n    <section class=\"cc--component-container cc--enhanced-cards  enhanced-cards color-white\">\n\n<div class=\"c--component c--enhanced-cards\">\n        \n\n\n\n\n\n    <div class=\"enhanced-cards-bg-img-container  color-white\" 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;\">\u200bBreakout Room B<\/h2>\n                \n                                    <div class=\"description\">\n                        <p style=\"text-align: center;\"><strong>Platform Analytics Boot Camp<\/strong><\/p>\n                    <\/div>\n                \n            <\/div>\n\n                                            <div class=\"before-title enhanced-card color-white visual-content-none text-align-center\" style=\"align-items:center;\">\n                                                                \n                    \n                                        <div class=\"content-wrapper\" style=\"\">\n\n                        \n                        \n\n                        <div class=\"content\" data-mh=\"c--enhanced-cards--content\" style=\"width:100%\">\n                            <p style=\"text-align: left;\"><strong><a href=\"https:\/\/rutgersconnect.sharepoint.com\/:p:\/s\/oit-rsm-office\/IQDuhIsnNb7fRauPQlkTmM_sAWcZst0NLa592LZdoIJp4GM?e=MPIRSd&amp;xsdata=MDV8MDJ8YWQxNDYzQG9pdC5ydXRnZXJzLmVkdXxjYWM4MWFlZDQ1YzY0OWEwMDNmMzA4ZGVhMTNjMjc4OXxiOTJkMmIyMzRkMzU0NDcwOTNmZjY5YWNhNjYzMmZmZXwxfDB8NjM5MTI1NDc2ODg2NDYwODAxfFVua25vd258VFdGcGJHWnNiM2Q4ZXlKRmJYQjBlVTFoY0draU9uUnlkV1VzSWxZaU9pSXdMakF1TURBd01DSXNJbEFpT2lKWGFXNHpNaUlzSWtGT0lqb2lUV0ZwYkNJc0lsZFVJam95ZlE9PXwwfHx8&amp;sdata=dkRIUGY5TkV3RXVBaUJ0dDI5MkViTHNheTl5UmRMQVNGSW01Sm5CbFNvRT0%3d\">Breakout Room B \u2013 PowerPoint slides<\/a><\/strong><br \/>\n<strong>Known issue:<\/strong> The presentation was in progress when the recording began.<\/p>\n<p style=\"text-align: left;\"><strong>Presentations:<\/strong><br \/>\n<strong>\u200b00:00<\/strong> \u2013 The Data Visualizations Builder\u200b<br \/>\n<strong>07:00<\/strong> \u2013 Creating and Sharing Dashboards\u200b<br \/>\n<strong>35:44<\/strong> \u2013 Platform Analytics in Practice (Live Demo)<br \/>\n<strong>46:04<\/strong> \u2013 ServiceNow Workspaces<\/p>\n                        <\/div>\n\n                                            <\/div>\n\n                                    <\/div>\n                                            <div class=\"before-title enhanced-card color-white visual-content-youtube text-align-center\" style=\"align-items:center;\">\n                                                                \n                                            <div class=\"youtube-container\" style=\"aspect-ratio: 16 \/ 9;\">\n                            <iframe src=\"https:\/\/www.youtube.com\/embed\/AQgKv0doOCM?controls=1&#038;modestbranding=1\" title=\"YouTube video 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