Service Management Overview
The role of the Service Management Office is to design and facilitate the offering, provisioning, support, and continuous improvement of technology services to our customers. We seek to provide a seamless and quality designed experience throughout the service lifecycle, ensuring that our services align with the overall University IT strategy. The groups that comprise Service Management include Service Design, Order Management, Revenue Management, Business Systems and Process, and Metrics and Reporting.
- Kathy Pappas-Kassaras, director
Service Design
The Service Design Team works to create seamless customer experience and business process across all of University IT services. Service designers partner with service managers to identify opportunities for service improvements, incubate new service concepts, and help launch new services into production.
Learn more about the Service Design Team »
Our staff includes:
Order Management
The Order Management team is responsible for reviewing, processing, and provisioning orders for key services for University faculty, staff and students, as well as our healthcare partners, residential clients and vendors.
Our staff includes:
Revenue Management
The Revenue Management Department's role is to recover the costs of University IT services provided to students, faculty, staff, Stanford Medicine, and vendors. Revenue Management also provides BI reporting to enable UIT expense chargeback transparency to clients.
Our staff includes:
Business Systems and Process
Business Systems and Process provides vision, leadership, and direct oversight for University IT’s most critical business processes, systems, and information. In coordination with functional leaders, this group drives business process enhancements and optimizations, to meet University business objectives and balancing efficiency-enhancing automation with the need for flexibility in a fluid environment
Our staff includes:
Metrics and Reporting
The Metrics and Reporting group is charged with working to capture and publish operational and financial data across University IT. The group also provides support for the UIT Change Management and Problem Investigation processes, including root cause analysis for all major service outages affecting Stanford Health Care and Stanford Children’s Health.
Our staff includes:
- Chris Lundin, manager
- Thuylynh Nguyen
- Ernie Phipps
- April Wen
More information
For additional details about Service Management, please contact Kathy Pappas-Kassaras.
