Service Management Office

Overview

Mission Statement

The mission of the Service Management Office (SMO) is to provide organizational structure to facilitate the implementation of the ITSM process activities and focus on business goals and objectives.

The SMO is an internal team composed of three service areas that are charged with the development and management of the Service Management initiative within IT Support Services. The SMO is designed to improve the quality, effectiveness and efficiency of delivering services to our many constituencies by leveraging IT standards and best practices.

SMO Service Areas

Service Portfolio Management (SPM)

Aids in the implementing, phasing out, and overall prioritization of IT services offered to the campus community. SPM maintains a service catalog and works with service owners to ensure they are appropriately represented to the campus community.

IT Service Desk

The single point of contact for Duquesne community members who require technology assistance. It focuses on service delivery and customer-centricity, and manages incidents and service requests.

IT Communications

Responsible for facilitating the development of communication and marketing plans that support and promote CTS IT services and initiatives. It also promotes Duquesne's innovative use of technology and effective utilization of CTS tools and resources among students, faculty and staff.

Contact us at cts-smo@duq.edu