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Service Management

What we do

The role of the Service Management Office is to design and facilitate the offering, provisioning, support, and continuous improvement of technology services to our customers. We seek to provide a seamless and quality designed experience throughout the service lifecycle, ensuring that our services align with the overall University IT strategy. The groups that comprise Service Management include Service Design, Business Systems and Process, and Metrics and Reporting.

Service Design

The Service Design team provides design expertise to service teams across UIT to create quality service experiences for UIT clients. We conduct user research, create designs and prototypes, test new service concepts and improvements with end-users, and cultivate human-centered design culture and innovation practices across UIT.

Learn more about the Service Design Team »

Our staff includes:

Service Development

The Service Development team works to create seamless and consistent services for UIT clients. We partner with service managers to identify opportunities for service improvements, incubate new service concepts, and help launch new services into production.

Our staff includes:

Business Systems and Process

Business Systems and Process provides vision, leadership, and direct oversight for University IT’s most critical business processes, systems, and information. In coordination with functional leaders, this group drives business process enhancements and optimizations, to meet University business objectives and balancing efficiency-enhancing automation with the need for flexibility in a fluid environment

Our staff includes:

Metrics and Process Improvement

The Metrics and Process Improvement team is charged with working to capture and publish operational and financial data across University IT. The group also provides support for the UIT Change Management and Problem Investigation processes, including root cause analysis for all major service outages affecting Stanford Health Care and Stanford Children’s Health.

Our staff includes:

More information

For additional details about Service Management, please contact Kathy Pappas-Kassaras.