When most people think about a service, they often think of a website, application, or support desk. 

In reality, services are much broader than the technology that supports them. A service includes the people, processes, information, policies, and tools that work together to help someone accomplish a goal. 

At Cornell, examples include registering for classes, receiving a paycheck, accessing research resources, connecting to Wi-Fi, or getting help with a technical issue. While technology plays an important role, each of these experiences depends on many different components working together behind the scenes. 

“When customers use a service, they are focused on achieving an outcome,” said Alysia Villanti, Program Manager for Information Technology Service Management. “They typically don’t think about which technology is involved or which department owns a particular process. They simply want the service to work.” 

For example, when a student registers for classes, the experience depends on much more than a registration application. Policies, data, integrations, support resources, and operational processes all contribute to the overall service. A problem with any of those components can affect the student’s experience. 

Understanding services from this broader perspective is an important part of the Service Management workstream within the Cornell Experience Modernization Initiative (CEMI). 

As Cornell prepares for Workday and other modernized administrative capabilities, the Service Management team is examining how services are delivered and supported across organizational boundaries. Looking beyond individual technologies helps service providers identify opportunities to improve coordination, clarify responsibilities, and better support customers. 

This customer-centered approach encourages organizations to focus on outcomes rather than systems alone. By understanding services as complete experiences, Cornell can strengthen collaboration among service providers and help create a more seamless experience for students, faculty, and staff. 

The vision remains the same: Any Customer, Any Service, One Experience.