Service Management Competency Center (SMCC)


  • Ensure identified best practices in IT Service Management positively impact the delivery of Emory IT related services
  • Leverage the current organization abilities, industry trends, available technologies and IT Infrastructure Library (ITIL®) framework
  • Review, prioritize and approve new processes and modules proposed by IT Service Management Office (ITSMO) and/or the Emory ServiceNow Users Group (ESNUG)
  • Ensure cross-functional involvement and process adherence at the business unit level
  • Identify, distill, and represent recommended practices to the ITPC


  • Create a self-governing culture that enables the definition and enforcement of recommended ITSM policies and procedures across the Emory community
  • Make the majority of decisions on ITSM process efficiencies, terminology, system usage, and procedures some of which will need organizational input, feedback, and review. It is the intention of Emory management to empower the SMCC to make enterprise wide recommendations around IT Service Management that are impactful and relevant to Emory’s daily business.
  • Identify additional resources required for the successful execution of the SMCC’s charge
  • Utilize the ITPC as needed for guidance on the discussion of adopting policies, procedures, and work practices.
  • Ensure inclusive communication, actively share information, solicit ideas, and provide updates to internal IT parties, external partners, and end users regarding the roadmap, timelines, successes, and challenges. It is the SMCC’s responsibility to ensure effective communication to all affected or relevant parties.

Organizational Structure

SMCC membership comprises of members from organizations that have adopted multiple ServiceNow modules.  Each implemented process which spans multiple business units must be represented. 


  • Voting Members (not to exceed 7 members): SOM, OIT (2), College, RSPH
  • Non-voting (two or more members):  ITSMO
  • Co-Chairs: 1 voting member and 1 non-voting member from the ITSMO

Membership requirements:

  • Must be a ServiceNow user
  • Should be a Manager of people or a process
  • Ability to represent each process adopted in their business unit

 This group meets at least once monthly with additional meeting as needed. Members shall remain actively engaged and fully participating in the group for a minimum of 12 months or until the charge requirement changes.