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ITSM - Vanderbilt IT

IT Service Management

The ITSM Team

  • Alan Cantrell
    Director, ITSM and Change Management Process Owner
  • Chris Wright
    Incident Management Process Owner
  • Jane Mandeville
    ITSM Program Manager & Configuration Management Process Owner
  • Melissa Luther
    Release Management Process Owner
  • Melissa Rucker
    Request Management Process Owner
  • TBD
    Service Level Management Process Owner
  • Carol King-Baer
    Service Catalog Process Owner
  • Steve Price
    Event Management Process Owner
  • Cheryl Graves
    Knowledge Management Process Owner
  • Richard Lewis
    Problem Management Process Owner

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


What is the 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.