Penn State’s Service Management Office (SMO) is committed to helping units adopt the Penn State Service Management Program, an accepted standard for University service models, processes, and tools that improves the consistency and efficiency of Penn State services. By using a common language and set of procedures, Penn State units will unite in providing efficient, high-level customer service, while reducing service redundancy and cost across the University.
Participation in the Service Management Program allows for continual evaluation of the effectiveness of services, empowering units to make smarter business decisions and easily adapt to the changing needs of the University.
Early adopters of the Service Management Program—Penn State Outreach Information Technology (a subunit of Outreach and Online Education), Information Technology Services, the Smeal College of Business, Penn State York, and Penn State Harrisburg—represent a diverse cross-section of the University. These units are tasked with executing the first iteration of the Service Management Program, working with the SMO to pave the way for other units to move into the program. Outreach Information Technology began the adoption process in late 2014.
The SMO will continue to assist in unit transitions to the Service Management Program after the completion of the IT Transformation Program in 2016, ensuring consistent implementation across all adopting units.