The ITSM Team

• Jeff Kimble
  Executive Project Sponser
• Alan Cantrell
  ITSM Project Sponsor and Change Process Owner
• Chris Wright
  Incident Process Owner
• Jane Mandeville
  ITSM Program Project Manager & Configuration Management Process Owner
• Jon Strong
  Problem Process Owner
• Melissa Luther
  Release Process Owner
• Steve Timmons
  Service Level Agreement Process Owner
• Carol King-Baer
  Service Catalog Process Owner
• Mike Harris
  ITSM Project Sponser and Event Management Process Owner
• Cass Fagan
  Request Management Process Owner
• ITSS
  Technical Implementation Team

The Service Management Organization (a.k.a. "SMO")

SMO stands for Service Management Organization. This group consists of the process owners of the ITSM processes that are in operational status. The purpose of the SMO is to:

• Supervise and direct the implemented Service Management processes
• Supervise and direct the tools used to support the Service Management processes
• Facilitate cross-process communication and integration
• Review process enhancement requests
• Resource for escalation of ITSM process issues
• Individual process owners retain ultimate responsibility and authority for their own processes, in collaboration with and under the guidance of the SMO.