Enid Britton returns to the IT Service Management Office (ITSMO) after spending four years as a Senior ITSM Process Analyst on the Agile Transformation Team in the Office of the CIO at McKesson Corporation. Before that, she spent four years at Emory as an IT service manager and two years as an IT service management consultant for MARTA. […]
Matt Hodgson is the new group manager for the IT Service Management Office (ITSMO). Prior to coming to Emory, Matt spent the last four years as the ITSM manager at Dartmouth College. He also worked in healthcare for ten years as an IT manager. Prior to that he worked at Broward College in Fort Lauderdale as a systems engineer and […]
Jeff Munyao is a new lead application developer and analyst for the IT Service Management team. Previously, he worked for three years at First Data Corporation, a payment processing company, as an application developer. He also spent four years as an application analyst for the Masco Corporation. A native of Kenya, Jeff has a bachelor’s […]
ServiceNow is being upgraded to the Helsinki Release beginning Friday, February 10 at 9:00 pm. The upgrade will take approximately 21 hours and is estimated to be complete by Saturday, February 11 at 6:00 pm. Once complete, ServiceNow will have a new User Interface (UI) for IT staff and a new Self Service Portal for our customers. If […]
In the effort to constantly improve the ServiceNow user experience, ITSMO is excited to announce that old survey tool, used to measure customer satisfaction, has been replaced with an enhanced survey management tool. Built on an assessment engine which offers performance scorecards, robust comparative reporting, new ServiceNow menu options and more, the tool sends out a survey invitations […]
As a basis for being Emory’s service management solution, ServiceNow needs to be able to provide complex information in the complex IT environment at Emory, but it still must be usable for everyday employees. As a member of the IT Service Management Office (ITSMO), one of Rose Harris’ ServiceNow goals this year was to improve the […]
This month, the IT Service Management Office (ITSMO) held an Incident Coordinator Forum in the newly-renovated Atwood Chemistry Center Science Commons. The goal of the forum was to share best practices and provide a network opportunity for Emory’s incident coordinators. Coordinated by Rose Harris, the Incident Process Owner from the Service Management Office, the event was a […]