As the Cornell Experience Modernization Initiative (CEMI) works to modernize the university’s administrative systems, the CEMI Service Management team is helping service providers prepare for the changes ahead. 

Service management provides shared practices that help administrative and technology teams deliver, support, and improve services over time. These services include many of the tools, processes, and support resources that students, faculty, and staff rely on every day. 

Knowing that services such as those supporting human resources, finance, and technology rely on multiple teams working together, the CEMI Service Management team is looking across organizational boundaries to identify opportunities to improve coordination, reduce duplication, clarify responsibilities, and create a more consistent experience for the Cornell community. 

“Many of the challenges our community experiences aren’t caused by a single system or organization,” said Alysia Villanti, Program Manager for Information Technology Service Management. “They occur when processes, technologies, and support models don’t connect seamlessly. This initiative gives us the opportunity to address those challenges together.” 

Any Customer, Any Service, One Experience 

At the center of the team’s work are the students, faculty, and staff who rely on Cornell services every day. By strengthening collaboration among service providers behind the scenes, the CEMI Service Management team aims to create a more seamless experience for students, faculty, and staff. Establishing shared approaches now will help ensure services remain reliable, consistent, and easier to navigate as changes are implemented. 

In the near term, the CEMI Service Management team is focused on supporting the new Workday system coming in July 2028, including services related to human resources, finance, budget, and reporting. This work includes evaluating current practices and developing recommendations for decision-making structures, support models, data standards, and enabling technologies that can help organizations work more effectively together. 

Over time, the lessons learned through these efforts will help establish a foundation for broader service management improvements across Cornell. The goal is to build on existing strengths while creating sustainable capabilities that can support future institutional priorities and evolving customer needs. 

Any Cornell community member interested in learning more about service management is welcome to join the monthly meetings of the Service Management Special Interest Group. In the August 19 meeting, Laurie Hemmings is leading a discussion about knowledge management.