Process Corner
ITSM Takes Home National Award
Farah Remtulla (PMO) and John Ellis (Integration) receiving the national ITSM Project of the Year Award in Washington DC.
The results are in and Emory won the IT Service Management (ITSM) award for Project of the Year! The award was for our unique implementation of Service-now and the way we were able to set aside local differences to create a community of good practices that we all share.
The award, presented by IT Service Management Forum USA at the national conference for ITSM in Washington DC, is given to the practitioner or vendor-practitioner organization which made significant headway in implementing ITSM best practices within their organization within the prior year.
We would like to recognize the members of the IM-Working Group: William Bryant, Darwin Diocares, Karla Fields, Sharon Gregory, Robin Horton, Tiffany Kady, Jean Robert Mathador, Farah Remtulla, and their project manager, Billy Tice. We would also thank all those who supported the implementation including the SMCC, the Steering Body, our pilot test groups, the developers and the trainers.
Added Brett Coryell, "I think the fact that we have the ability to self-govern our use of Service-now across such a broad community is fantastic and I really applaud the Incident Managers for threading the needle between needing the clock to stop in some circumstances but keeping the customer in mind and not stopping it in others. Over the past two years, but especially since the Incident go-live last November, I've seen our various IT groups draw close as a community and I'm not the only one."
Those who know best how hard this is have confirmed that Emory has done well by doing it together. So:
to everyone who works a queue,
to those who take on the Incident Coordinator role,
to those who guide product development as Incident Managers,
to the SMCC and the Steering Body,
to those on the project team who are no longer at Emory,
to those who write knowledge articles,
to those coming on board with Change Management,
to Service Desks with and without lots of 7's in the phone number, and
to my own Service Management and Project Management offices...
Congratulations! All of you had a hand in earning this prestigious award.
- Farah Remtulla, IT Service Management Specialist, PMO