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Cornell University

Cornell Experience Modernization Initiative

As common as possible, as different as absolutely necessary

Service Management

As part of the Cornell Experience Modernization Initiative (CEMI), the Service Management team is helping Cornell strengthen how services are delivered and supported across organizational boundaries.

Service management provides a framework for designing, delivering, supporting, and improving services. Through CEMI, the Service Management team is working with administrative and technology service providers to identify opportunities for greater coordination, shared practices, improved visibility, and a more consistent customer experience.

In the near term, this work is focused on supporting the new Workday Enterprise Resource Planning (ERP) capabilities being introduced through CEMI, including services related to human resources, finance, budget, data and reporting, and supporting technology platforms. The team is assessing current practices and developing recommendations for governance, support models, data standards, performance measures, and enabling technologies.

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 helping service providers collaborate more effectively in support of students, faculty, and staff.

Focus areas

  • Change Enablement
  • Continual Improvement
  • Incident Management
  • Knowledge Management
  • Measurement and Reporting
  • Problem Management
  • Request Management
  • Service Catalog Management
  • Service Desk and Customer Support
  • Service Level Management
  • Service Portfolio Management
  • Service Strategy and Governance

Latest news

Better Together: Why Connected Services Matter 
When students, faculty, and staff need help, they don't think about organizational charts, support models, or which department owns a service. They simply want to get their work done and …
Service Management Initiative Lays Foundation for a More Connected Cornell Experience 
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 …

Read more Service Management team updates

Upcoming events

August 19, 2026

Monthly Meeting, Service Management SIG; August Topic: Knowledge Management

Virtual; Join the Teams collaboration to receive details.

10am Eastern Daylight Time

We want to hear from you!

If you have a question or suggestion, please visit the CEMI Contact Hub.

Key documents and resources

Documents

Resources

Leadership

Drawing on internal expertise and different perspectives, the leadership team for Service Management includes representatives from Weill Cornell Medicine and the Ithaca campus.

Group Lead

Harish Chava
Director, Administrative Computing
Weill Cornell Medicine

Project Manager

Stephen Wall
Service Portfolio Manager
Weill Cornell Medicine

Customer Experience Design Leads

Beth Goelzer
Director, Customer Experience
Ithaca-supported campuses

Paula Cardinal
Director, IT Service Delivery
Weill Cornell Medicine

Service Management Program Design Leads

Alysia Villanti
Service Management Program Manager
Ithaca-supported campuses

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

Technology Management Design Leads

J.P. Brannan
Manager, Academic & Support Services
Ithaca-supported campuses

Sumanth Thunga
Assistant Director, Software Development
Weill Cornell Medicine

Dan Cowgill
Manager, ServiceNow
Weill Cornell Medicine

Service Management Practice Owners

Change Enablement

Will Schultze
Ithaca-supported campuses

Keith Meyers
Weill Cornell Medicine

Service Request Management

Keyan Williams
Ithaca-supported campuses

Ray Calderon
Weill Cornell Medicine

Incident Management

Keyan Williams
Ithaca-supported campuses

Steve Leser
Weill Cornell Medicine

Service Management Practice Owners, continued

Problem Management

Will Schultze
Ithaca-supported campuses

Megan Eisenhauer
Weill Cornell Medicine

Knowledge Management

Laurie Hemmings
Ithaca-supported campuses

Rajendra Pandian Alagu
Weill Cornell Medicine

Service Desk

Keyan Williams
Ithaca-supported campuses

Steve Leser
Weill Cornell Medicine

Portfolio Management

Will Schultze
Ithaca-supported campuses

Lisa Hua Li
Weill Cornell Medicine

Service Catalog Management

Laurie Hemmings
Ithaca-supported campuses

Ray Calderon
Weill Cornell Medicine

Service Level Management

Shari Sprole
Ithaca-supported campuses

Lisa Hua Li
Weill Cornell Medicine

Measurement and Reporting

Will Schultze
Ithaca-supported campuses

Mark Doyle
Weill Cornell Medicine

Continual Improvement

Vacant
Ithaca-supported campuses

Jim Lemanowicz
Weill Cornell Medicine