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Cornell University

Cornell Experience Modernization Initiative

As common as possible, as different as absolutely necessary

IT Service Management Design Team

Formed to support and provide standardization in the communications and processes associated with CEMI-related service changes, introductions and retirements, the IT Service Managment design team also works closely with the CEMI Project Management design team.

Key Update

Quarter 2, October – December:

  • Began reviewing the current IT Service Management and Enterprise Service Management landscape across the campuses. Highlighted a fragmented service management environment and the need for consolidation to support upcoming Enterprise Resource Planning and Workday system implementations.
  • Established working groups to develop recommendations, governance models, and a multi-year roadmap. Considered Gartner engagement to support benchmarking and maturity adancement.

 

Next Steps

Quarter 2, October – December:

  • Analyze IT Service Management Tools including ServiceNow, and TeamDynamics usage, processes and workflows.
  • Develop a forward-looking roadmap for IT Service Management and Enterprise Service Management consolidation, aligned with the implementation of administrative systems and Resilient Cornell initiatives.
  • Prepare an an executive-level presentation outlining scope options, trade-offs, and recommended approaches for multi-campus and cross-functional decision-making.

 

Design Team Leads

Alysia A. Hillyard
Service Management Program Manager
Cornell Information Technologies
Ithaca-supported campuses

Beth Goelzer
Director, Customer Experience
Cornell Information Technologies
Ithaca-supported campuses

Paula Herber
Director, IT Service Delivery
Service Operations
Wiell Cornell Medicine

Richard Hu
Associate Director, Service Strategy & Systems Administration
Weill Cornell Medicine

Sumanth Reddy Thunga
Assistant Director, Software Development
Weill Cornell Medicine

Todd Maniscalco
Assistant Director, Academic and Collaboration Services
Ithaca-supported campuses

Harish Babu Chava
Director, Administrative Computing
Information Technology Services
Weill Cornell Medicine

Jerry Philip
Associate Director, Business Analysis
Information Technology Services
Weill Cornell Medicine

CEMI’s Six Vertical Focus Areas or Workstreams

a table with six legs

Achieving a seamless digital environment across Cornell will require coordinated progress on six interdependent initiatives — like building all six legs while simultaneously raising the table.

 

Channels within the Technical Workstream

 

Shaped by the Cornell Community: Get Involved

Contribute your skills and experience to the Cornell Experience Modernization Initiative (CEMI). Community members know the current processes and systems best—and what it’s going to take to change how we do things.

Get involved: ask a question, suggest improvements, add your insights to a CEMI effort, volunteer for an activity, or join the mailing list.

a group of participants at a health conference

Visit the Project Teams page to meet some of the Cornell community members shaping the CEMI program.