{"id":758,"date":"2020-02-25T08:36:06","date_gmt":"2020-02-25T13:36:06","guid":{"rendered":"https:\/\/it.rutgers.edu\/service-management\/?page_id=758"},"modified":"2026-06-24T20:51:32","modified_gmt":"2026-06-25T01:51:32","slug":"rutgers-service-management","status":"publish","type":"page","link":"https:\/\/it.rutgers.edu\/service-management\/","title":{"rendered":"Rutgers Service Management"},"content":{"rendered":"
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Service Management<\/h1>\n\n<\/div>\n\t\t\t\t

Rutgers Service Management provides consulting, training, and support to build IT service management capabilities throughout the university community.<\/p>\n<\/div>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n\n\n<\/div>\n\n <\/section>\n\n\n

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What is IT Service Management?<\/h2>\n

Rutgers IT Service Management is\u00a0<\/span>facilitated<\/span>\u00a0by the\u00a0Rutgers Service Management Office<\/strong>. <\/span>IT Service Management is a strategic approach focused on improving how IT services are delivered, accessed, and supported.\u00a0By\u00a0<\/span>leveraging<\/span>\u00a0industry standards and best practices, such as the ITIL\u00ae 4 (Information Technology Infrastructure Library)\u00a0framework, IT Service Management fosters collaboration, enhances service effectiveness, and delivers greater value to the university community.<\/span><\/p>\n

Benefits include:<\/strong><\/p>\n <\/div>\n \n <\/div>\n\n

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Customer-focused approach to IT service delivery, creating a more positive experience for students, faculty, and staff.<\/p>\n <\/div>\n\n <\/div>\n\n <\/div>\n

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Streamlines IT processes to improve efficiency and reliability.<\/p>\n <\/div>\n\n <\/div>\n\n <\/div>\n

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Ensures the IT infrastructure effectively supports teaching, learning, and research.<\/p>\n <\/div>\n\n <\/div>\n\n <\/div>\n \n \n <\/div>\n\n <\/div>\n\n<\/div>\n\n <\/section>\n\n\n

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Service Management Office offerings, trainings, and more<\/h2>\n \n \n <\/div>\n\n
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\n About the Service Management Office <\/h3>\n <\/div>\n \n
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Learn about the Service Management Office, including its important role within Rutgers IT.<\/p>\n <\/div>\n\n <\/div>\n\n About us<\/a>\n <\/div>\n

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\n Services provided by the Service Management Office <\/h3>\n <\/div>\n \n
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The Service Management Office provides consulting, service design, and process design services.<\/p>\n <\/div>\n\n <\/div>\n\n Learn more<\/a>\n <\/div>\n

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\n Training and professional development <\/h3>\n <\/div>\n \n
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Learn about the various training opportunities available to the Rutgers IT staff.<\/p>\n <\/div>\n\n <\/div>\n\n Learn more<\/a>\n <\/div>\n

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\n Contact us <\/h3>\n <\/div>\n \n
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Questions? Email the IT Service Management Office.<\/p>\n <\/div>\n\n <\/div>\n\n Email smo-support@oit.rutgers.edu<\/a>\n <\/div>\n \n \n <\/div>\n\n <\/div>\n\n<\/div>\n\n <\/section>\n\n\n

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\n NEW: Microcredentialing program <\/h2>\n<\/div>\n

Explore courses designed to advance your understanding of IT Service Management through a variety of professional development opportunities, including certification and targeted microcredentials, and earn digital badges to showcase your achievements.<\/p>\n<\/div>\n

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Service management practices<\/h2>\n \n
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Our IT service management process definitions are based on the ITIL framework, which provides a standard set of processes and best practice guidelines for managing and supporting IT services.<\/p>\n <\/div>\n \n <\/div>\n\n

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\n Incident Management <\/h3>\n <\/div>\n \n \n\n
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The \u202fIT Incident Management<\/a>\u202f process supports our ability to respond to an incident and restore the service as soon as possible. Incidents include reported failures of services.<\/p>\n <\/div>\n\n <\/div>\n\n <\/div>\n

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\n Request Management <\/h3>\n <\/div>\n \n \n\n
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The\u00a0IT Request Management<\/a>\u00a0process helps us manage all types of service requests made by end users. Requests include answering questions, ordering computers and software, arranging for equipment relocation, etc.<\/p>\n <\/div>\n\n <\/div>\n\n <\/div>\n

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\n Change Enablement <\/h3>\n <\/div>\n \n \n\n
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The\u202f\u00a0IT Change Enablement<\/a>\u00a0process minimizes risk and disruption to services. Change management also helps us better communicate the impact of changes to our end users in a more timely manner. Change refers to any update, edit, or an addition made to our production environment.<\/p>\n <\/div>\n\n <\/div>\n\n <\/div>\n

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\n Knowledge Management <\/h3>\n <\/div>\n \n \n\n
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IT Knowledge Management<\/a>\u00a0reduces the need to rediscover knowledge. The process manages data and information, ensuring it is available, reliable, reusable, and secure.<\/p>\n <\/div>\n\n <\/div>\n\n <\/div>\n

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\n Service Catalog <\/h3>\n <\/div>\n \n \n\n
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The\u00a0IT Service Catalog<\/a>\u00a0provides a single source of information about the IT services made available to our end users. Service catalog management helps us maintain the accuracy and availability of the service offerings defined within the Rutgers IT service catalog.<\/p>\n <\/div>\n\n <\/div>\n\n <\/div>\n

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\n IT Asset Management <\/h3>\n <\/div>\n \n \n\n
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The purpose of\u00a0IT Asset Management<\/a>\u00a0is to properly procure, use, maintain, retire, and dispose of IT assets.<\/p>\n <\/div>\n\n <\/div>\n\n <\/div>\n \n \n <\/div>\n\n <\/div>\n\n<\/div>\n\n <\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":992,"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-758","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"\nRutgers Service Management - Service Management<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/it.rutgers.edu\/service-management\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Rutgers Service Management - Service Management\" \/>\n<meta property=\"og:url\" content=\"https:\/\/it.rutgers.edu\/service-management\/\" \/>\n<meta property=\"og:site_name\" content=\"Service Management\" \/>\n<meta property=\"article:modified_time\" content=\"2026-06-25T01:51:32+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/it.rutgers.edu\\\/service-management\\\/\",\"url\":\"https:\\\/\\\/it.rutgers.edu\\\/service-management\\\/\",\"name\":\"Rutgers Service Management - 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