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​​​​​​​​​​​​​​​​​​​​IT Service Management Office
 

Charter

The Service Management Office is a team of Information Technology partners dedicated to managing and evolving technology services at Bridgewater State University.
 

To fulfill this mission, the Service Management Office will collaboratively:

  • Apply appropriate frameworks and best practices
  • Align technology services with University strategic priorities
  • Maintain a comprehensive catalog of technology services
  • Manage change while sustaining high-quality technology services
  • Promote continuous service improvement and innovative outcomes

 

Goals and Objectives

In support of our mission, the Service Management Office​ has primary Goals supported by specific Objectives:

Goal 1: Increase the practical application of ITSM best practices
- Advances University and Divisional Goal 3

  • ​Objective 1. Adopt and adapt the ITIL Incident Management Process across the IT Division
  • Objective 2. Use an ITIL Service Management Maturity Model tool to measure the IT Division

Goal 2: Invest in professional development opportunities on ITSM best practices
- Advances University and Divisional Goal 3

  • Objective 1. Provide ITIL training opportunities across the IT Division
  • Objective 2. Provide ITIL certification opportunities to Service Management Office staff
  • Objective 3. Provide ITIL annual national conference attendance to Service Management Office staff

Goal 3: Increase headcount in the Service Management Office​
- Advances University and Divisional Goal 3

  • Objective 1. Onboard additional full-time professional Technical Services Managers
 ​​​​​​​​​

"Serving your needs. 

Exceeding your expectations."

Our Charter (PDF)​​

Our Service Framework

Our Service Methodology

Reid Kimball, Director
rkimball@bridgew.edu
508.531.2486

Pam Jordan,

p1jordan@bridgew.edu

Janine Boutin,

j1boutin@bridgew.edu

Clement C. Maxwell Library
Ground Floor - Room 009
Bridgewater, MA 02325​