Enterprise Service Management

Purpose and Overview

Enterprise Service Management (ESM) extends Miami University's high-maturity IT Service Management (ITSM) practices, processes, and tools to business units across campus. By leveraging our robust ITSM framework, departments can enhance their operational efficiency, improve service delivery, and streamline work intake and fulfillment through standardized workflows and automation.

Features and Benefits

Features:

  • Centralized service request portals and workflow automation.
  • Process design and implementation support.
  • Integration with enterprise systems such as ERP and workflow tools.
  • Reporting and analytics to measure performance and efficiency.
  • Customizable forms and approval workflows to fit department needs.

Benefits:

  • Improved operational transparency and efficiency.
  • Standardized service delivery across departments.
  • Enhanced tracking and reporting for continuous improvement.
  • Reduced manual effort through automated workflows.
  • Scalable solutions tailored to business office requirements.

Service Boundaries and Constraints

  • Departments are responsible for defining their own business processes within the ESM framework.
  • Some integrations may require additional approvals and technical evaluation.
  • Support is provided based on agreed service levels and operational priorities.
  • ESM is not a substitute for enterprise-wide ERP solutions but can complement them.

Eligibility and Audience

This service is available to:

  • Business Offices: Seeking to enhance service delivery through automation and process standardization.
  • IT Staff: Collaborating with business units to implement and optimize workflows.
  • Faculty and Staff: Interacting with service portals for request submissions and tracking.

Getting Started and Support

  1. Evaluate Needs: Review the Form and Work Intake Tool Selection Guide to determine if ESM is the right fit for your department.
  2. Consultation: Request a consultation to discuss ESM opportunities via the ESM Service Request Form.
  3. Implementation: Work with IT process and planning to design, test, and deploy your ESM solution.

For further assistance, contact the IT Service Management team at miamioh.edu/itchat or call 513-529-7900.

Current deployments:

Office Knowledge Base Intake Forms Tickets Email Monitors Specialized Work Flows
Academic Withdrawals   X X   X
Academic Workshops   X X   X
BAS   X X    
Campus Services Center X X X X  
Center for Teaching Excellence X        
Human Resources & Academic Personnel X X X X  
Global Initiatives   X X    
Library   X X   X
One Stop & Regional One Stop   X X X  
Physical Facilities X X X    
IT Security   X X    
Shared Services   X X X  
Student Immunization   X X X X
Technology Inclusivity Program   X X   X
University Communications X X X X  
MUPD X X X    
Student Complaint Form   X X   X
Office of Research and Innovation          
EHS administrative assistants   X X