Service Management Office Implementation : Lessons from Columbia University

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Are you implementing or running a Service Management Office?

If the answer is yes, check out our webinar on the Service Management Office implementation at Columbia University (scroll down for the video).

Don’t know what a Service Management Office is? An SMO is a center of excellence responsible for the design, implementation, automation, and governance of ITSM processes and services.  Often a “matrix” organization with representation from the business, the process owners, process managers, technologists, and business analysts. Learn more at:

Columbia’s Service Management Office implementation

Service Management Office Implementation

Columbia always focused on Service Management; in fact, they had multiple ITSM implementations across the organization. The SMO focused on centralizing the disparate programs and supporting them with a single ITSM tool.

This focus required a team of ITSM professionals that brought together People, Process, Technology, and Governance to design and improve services across the university.

This webinar is an engaging conversation with the Service Management Office team where we touch upon the following topics:

  • Reasons for Columbia to form an SMO
  • The current structure, including the reposting chain and roles
  • Integration of SMO with PMO, IT, and various faculties
  • Implementation challenges
  • Benefits
  • Lessons Learned

The webinar includes insightful questions from our audience, which delve into many areas of concern, including:

  • ITSM tools
  • ITSM processes
  • Services
  • Measuring Success
  • Value proposition
  • The Role of Citizen developers
  • Executive sponsorship
  • and many, many more!

We at Navvia have always been staunch supporters of the Service Management Office, and we’ve seen firsthand how it can improve IT operations. The SMO brings a level of focus that is essential for a successful ITSM program. This webinar is an excellent resource for anyone looking to either implement a Service Management office or improve their existing SMO.


Take a look at the recording and slides of the presentation


Download Columbia Service Management Office Slides Here

Service Management Office Implementation : Lessons from Columbia University

David Mainville

David Mainville, CEO and co-founder of Navvia, is a passionate advocate of Service Management and a frequent presenter, blogger and well known member of the ITSM community. With over 35 years of experience, David has held progressively senior technical and management roles allowing him to "connect the dots" between the Business and IT. At Navvia, David leads the charge to bring innovative ITSM solutions to market focusing on Product Development, Marketing and Operations.

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