WashU IT is overhauling how it manages technology services across campus, creating a simpler, faster and more transparent experience for faculty, staff, students and researchers.
The Operating Model Service Portfolio Management initiative replaces obscure technical jargon with a clear menu of services, explicit expectations and direct accountability. For the campus community, that means quicker troubleshooting, clearer communication and consistently reliable tech every day.
Real-World Impact
WashU IT is validating the model against tools the campus relies on daily such as email, learning platforms, printing, software distribution, and identity management. Integrating these with ServiceNow Strategic Portfolio Management (SPM) connects every project upgrade directly to named service owners, ensuring fewer disruptions and faster issue resolution.
Key Accomplishments
- Standardized Framework: Defined clear service portfolios, offerings and ownership roles.
- Targeted Training: Completed initial Service Owner training and launched next-stage workshops for Service Offering Owners.
- Unified Resources & Data: Built an extensive library of onboarding playbooks while aligning operational service data with ServiceNow SPM.
“This project will help our customers find the right IT services at the right time while equipping WashU IT service portfolio owners with the knowledge and expertise to provide excellent customer service, every time,” said Michelle Stirnemann, senior director, end user experience, WashU IT. She continues, “We’re excited to provide a service that directly translates into faster support, higher service quality and a seamless digital experience for faculty, staff and students.”
As implementation continues throughout the coming year, the WashU community can expect ongoing improvements to how IT services are delivered, bringing greater transparency, clearer expectations, and making it easier to get the support they need, when and how they need it.