{"id":688,"date":"2020-02-20T14:51:00","date_gmt":"2020-02-20T19:51:00","guid":{"rendered":"https:\/\/it.rutgers.edu\/service-management\/?page_id=688"},"modified":"2025-05-20T09:09:36","modified_gmt":"2025-05-20T14:09:36","slug":"about-us","status":"publish","type":"page","link":"https:\/\/it.rutgers.edu\/service-management\/about-us\/","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>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--rich-text  rich-text\">\n\n<div class=\"c--component c--rich-text\">\n        \n    <div class=\"f--field f--rich-text \"><h2>About Rutgers Service Management<\/h2>\n<h4><strong>Overview<\/strong><\/h4>\n<p>Rutgers Service Management (RSM) incorporates standards and proven practices to streamline service coordination within and between Rutgers IT units. Using a common platform and a streamlined set of standard processes, RSM simplifies the customer experience and provides a seamlessly integrated system for requesting and supporting IT services.<\/p>\n<p>Rutgers Service Management (RSM) is a comprehensive program that includes:<\/p>\n<ul>\n<li>People: A dedicated team of service management professionals to support training, service planning, service definition, and service design.<\/li>\n<li>Processes: An integrated set of IT management processes providing standards and guidelines for ticket management, service fulfillment, change enablement, and how services are designed, created, delivered, supported, managed, and decommissioned.<\/li>\n<li>Platform: A service management platform (ServiceNow) that provides seamless access and support for IT services.<\/li>\n<\/ul>\n<p><strong>Resource for the Rutgers IT community<br \/>\n<\/strong>We are a resource for the Rutgers IT community. Our Service Management Office serves as a center of excellence, with dedicated staff providing subject matter expertise, consulting, training, and support to build service management capabilities throughout the Rutgers community.<\/p>\n<p><strong>Benefits of IT Service Management<br \/>\n<\/strong>The benefits of IT Service Management (ITSM) relate to the Rutgers IT community and the University as a whole. Notable benefits include:<\/p>\n<ul>\n<li>Alignment of IT goals with those of the University units and departments we support.<\/li>\n<li>A shared understanding of business requirements, resulting in better-fitting IT services.<\/li>\n<li>Improved quality, reliability, and availability of IT services offered.<\/li>\n<li>Better visibility into the status of IT service requests, work orders, and trouble tickets.<\/li>\n<li>The same positive experience regardless of which IT organization approached.<\/li>\n<\/ul>\n<h4><strong>Service Management Team Members<\/strong><\/h4>\n<p><strong>Deborah McDaniel<\/strong><br \/>\nAssociate Director, 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 \/>\nIT Data 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<p>If you have any questions about Rutgers Service Management,\u00a0<a href=\"mailto:smo-support@rutgers.edu\">contact the Rutgers Service Management Office<\/a>.<\/p>\n<\/div><!-- f--field f--rich-text -->\n\n    <\/div><!-- c--component c--rich-text -->\n\n    <\/section><!-- cc--component-container cc--section -->\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":910,"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-688","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.3 - 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