When students, faculty, and staff need help, they expect a simple, seamless experience, regardless of how many teams are working behind the scenes. Most members of the Cornell community see services as part of a single university experience, not as a collection of separate organizations, systems, and support providers.

Delivering that experience requires weaving together data, business processes, and technical solutions. Behind the scenes, strong coordination among service providers helps ensure support feels connected and consistent. That's where the Service Management team plays a critical role, helping bridge organizational boundaries so the Cornell community can more easily access the services and assistance they need.

Guided by the vision, "Any Customer, Any Service, One Experience," the Service Management team supports the Cornell Experience Modernization Initiative (CEMI) by identifying opportunities to improve collaboration, visibility, and consistency across service providers. This work is especially important as Cornell prepares for the expanded Workday implementation and other new capabilities that will require ongoing partnership among functional and technical teams.

By strengthening service management practices today, Cornell is building a foundation for more effective, coordinated support in the future. Read the full story in the CEMI website.