[et_pb_section fb_built=”1″ _builder_version=”4.20.0″ _module_preset=”default” custom_padding=”26px||41px|||” locked=”off” global_colors_info=”{}”][et_pb_row column_structure=”1_5,3_5,1_5″ disabled_on=”off|off|off” _builder_version=”4.20.0″ custom_padding=”0|0px|37px|0px|false|false” locked=”off” global_colors_info=”{}”][et_pb_column type=”1_5″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][\/et_pb_column][et_pb_column type=”3_5″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text disabled_on=”off|off|off” admin_label=”Text” _builder_version=”4.20.0″ _module_preset=”default” header_2_font_size=”24px” custom_margin=”15px||17px||false|false” custom_padding=”14px||21px|20px|false|false” hover_enabled=”0″ border_radii=”on|5px|5px|5px|5px” border_width_all=”2px” border_color_all=”#cc0033″ locked=”off” global_colors_info=”{}” sticky_enabled=”0″]<\/p>\n
<\/i> IT staff:<\/strong> Thanks to those who attended the ITSM Tools Showcase on April 8, 2026. Tell us your thoughts<\/a>. Missed the event? Check out the event presentations.<\/a><\/p>\n [\/et_pb_text][\/et_pb_column][et_pb_column type=”1_5″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.16″ custom_padding=”0px|0px|0px|0px|false|false” locked=”off” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.20.0″ custom_margin=”||34px|||” global_colors_info=”{}”]<\/p>\n IT Service Management is a strategic approach focused on improving how IT services are delivered, accessed, and supported.\u00a0By <\/span>leveraging<\/span> industry standards and best practices, such as the ITIL\u00ae 4 (Information Technology Infrastructure Library)<\/span> framework, IT Service Management fosters collaboration, enhances service effectiveness, and delivers greater value to the university community.<\/span><\/p>\n Benefits include:<\/strong><\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_3,1_3,1_3″ _builder_version=”4.20.0″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” custom_margin=”|auto|45px|auto||” custom_padding=”2px|0px|0px|0px|false|false” locked=”off” global_colors_info=”{}”][et_pb_column type=”1_3″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.20.0″ text_font=”|600|||||||” global_colors_info=”{}”]<\/p>\n <\/i> [\/et_pb_text][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.20.0″ text_font=”|600|||||||” global_colors_info=”{}”]<\/p>\n <\/i> [\/et_pb_text][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.20.0″ text_font=”|600|||||||” global_colors_info=”{}”]<\/p>\n <\/i> [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.20.0″ _module_preset=”default” custom_padding=”0px||0px|||” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.20.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.20.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n Rutgers IT Service Management is <\/span>facilitated<\/span> by the Rutgers Service Management Office<\/strong>.<\/span><\/span><\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ disabled_on=”on|on|on” _builder_version=”4.20.0″ _module_preset=”default” background_color=”#ededed” custom_padding=”0px||0px|||” disabled=”on” locked=”off” global_colors_info=”{}”][et_pb_row column_structure=”3_4,1_4″ use_custom_gutter=”on” gutter_width=”2″ _builder_version=”4.20.0″ _module_preset=”default” background_color=”#ededed” custom_padding=”30px||0px|||” locked=”off” global_colors_info=”{}”][et_pb_column type=”3_4″ _builder_version=”4.20.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_cta title=”Rutgers IT Help portal” button_text=”Click Here” _builder_version=”4.20.0″ _module_preset=”default” header_font=”|700|||||||” header_text_color=”#000000″ body_text_color=”#000000″ background_color=”#ededed” text_orientation=”left” custom_padding=”0px||0px|||” global_colors_info=”{}”]<\/p>\n The Rutgers IT Help portal, the ServiceNow software platform used for IT Service Management, offers faculty, staff, and students:<\/p>\n [\/et_pb_cta][\/et_pb_column][et_pb_column type=”1_4″ _builder_version=”4.20.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_button button_url=”https:\/\/it.rutgers.edu\/rutgers-it-help-portal\/” button_text=”Learn more” _builder_version=”4.20.0″ _module_preset=”default” custom_margin=”45px||||false|false” global_colors_info=”{}”][\/et_pb_button][et_pb_button button_url=”https:\/\/ithelp.rutgers.edu\/sp?id=index” button_text=”Log in” _builder_version=”4.20.0″ _module_preset=”default” custom_margin=”45px||||false|false” locked=”off” global_colors_info=”{}”][\/et_pb_button][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.20.0″ _module_preset=”default” background_color=”#ededed” locked=”off” global_colors_info=”{}”][et_pb_row _builder_version=”4.20.0″ _module_preset=”default” custom_padding=”0px||0px|||” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.20.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.20.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_3,1_3,1_3″ _builder_version=”4.20.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_3″ _builder_version=”4.20.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_wcs_cards heading=”About the Service Management Office” card_fa_icon=”fas fa-users” buttonlabel=”About us” buttonurl=”https:\/\/it.rutgers.edu\/service-management\/about-rutgers-service-management\/” _builder_version=”4.20.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n Learn about the Service Management Office, including its important role within Rutgers IT.<\/p>\n [\/et_pb_wcs_cards][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.20.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_wcs_cards heading=”Services provided by the Service Management Office ” card_fa_icon=”far fa-bars” buttonlabel=”Learn more” buttonurl=”https:\/\/it.rutgers.edu\/service-management\/services-provided-by-the-service-management-office\/” _builder_version=”4.20.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n The Service Management Office provides consulting, service design, and process design services.<\/p>\n [\/et_pb_wcs_cards][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.20.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_wcs_cards heading=”Training and professional development” card_fa_icon=”fa-solid fa-person-chalkboard” buttonlabel=”Learn more” buttonurl=”https:\/\/it.rutgers.edu\/service-management\/training-and-professional-development\/” _builder_version=”4.20.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n Learn about the various training opportunities available to the Rutgers IT staff.<\/p>\n [\/et_pb_wcs_cards][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_4,1_2,1_4″ _builder_version=”4.20.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_4″ _builder_version=”4.20.0″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.20.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_wcs_cards heading=”Contact us” card_fa_icon=”fa-solid fa-envelope” buttonlabel=”Email smo-support@oit.rutgers.edu.” buttonurl=”mailto:smo-support@oit.rutgers.edu.” _builder_version=”4.20.0″ _module_preset=”default” locked=”off” global_colors_info=”{}”]<\/p>\n Questions? Email the IT Service Management Office.<\/p>\n [\/et_pb_wcs_cards][\/et_pb_column][et_pb_column type=”1_4″ _builder_version=”4.20.0″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.20.0″ _module_preset=”default” locked=”off” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.20.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_cta title=”NEW: Microcredentialing program” button_url=”https:\/\/it.rutgers.edu\/service-management\/service-management-office-microcredentialing-program\/” button_text=”Learn more” _builder_version=”4.20.0″ _module_preset=”default” header_font_size=”32px” background_color=”#007fac” text_orientation=”left” border_radii=”on|5px|5px|5px|5px” global_colors_info=”{}”]<\/p>\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 [\/et_pb_cta][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.20.0″ _module_preset=”default” background_color=”#FFFFFF” locked=”off” global_colors_info=”{}”][et_pb_row _builder_version=”4.20.0″ _module_preset=”default” custom_padding=”0px||0px|||” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.20.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.20.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n 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.<\/span><\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.16″ custom_padding=”||11px|||” locked=”off” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.16″ global_colors_info=”{}”][et_pb_text _builder_version=”4.20.0″ min_height=”100px” custom_margin=”||0px||false|false” custom_padding=”||0px||false|false” global_colors_info=”{}”]<\/p>\n The \u202f<\/span>IT 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. <\/span><\/p>\n [\/et_pb_text][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.16″ global_colors_info=”{}”][et_pb_text _builder_version=”4.20.0″ min_height=”100px” custom_margin=”||0px||false|false” custom_padding=”||0px||false|false” global_colors_info=”{}”]<\/p>\n The <\/span>IT Request Management<\/a> process 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.<\/span><\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.16″ custom_padding=”||11px|||” locked=”off” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.16″ global_colors_info=”{}”][et_pb_text _builder_version=”4.20.0″ min_height=”100px” custom_margin=”||0px||false|false” custom_padding=”||0px||false|false” global_colors_info=”{}”]<\/p>\n The\u202f <\/span>IT Change Enablement<\/a> process 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. <\/span><\/p>\n [\/et_pb_text][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.16″ global_colors_info=”{}”][et_pb_text _builder_version=”4.20.0″ min_height=”100px” custom_margin=”||0px||false|false” custom_padding=”||0px||false|false” global_colors_info=”{}”]<\/p>\n IT Knowledge Management<\/a>\u00a0reduces the need to rediscover knowledge. The process manages data and information, ensuring it is available, reliable, reusable, and secure.<\/span><\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.16″ custom_padding=”||11px|||” locked=”off” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.16″ global_colors_info=”{}”][et_pb_text _builder_version=”4.20.0″ min_height=”100px” custom_margin=”||0px||false|false” custom_padding=”||0px||false|false” global_colors_info=”{}”]<\/p>\nWhat is IT Service Management?<\/strong><\/h2>\n
Customer-focused approach to IT service delivery, creating a more positive experience for students, faculty, and staff.<\/p>\n
Streamlines IT processes to improve efficiency and reliability.<\/p>\n
Ensures the IT infrastructure effectively supports teaching, learning, and research.<\/p>\n\n
Service Management Office offerings, trainings, and more<\/strong><\/h2>\n
Service management practices<\/strong><\/h2>\n
<\/i> Incident Management<\/strong><\/h4>\n
<\/i> Request Management<\/strong><\/h4>\n
<\/i> Change Enablement<\/strong><\/h4>\n
<\/i> Knowledge Management<\/strong><\/h4>\n
<\/i> Service Catalog<\/strong><\/h4>\n