Enterprise Service Management Overview


Provide common tools and processes that extend our IT Service Management for use in non-IT contexts so that the university office has measurable, efficient transactions and visibility into the full lifecycle of the services they provide. Processes available include:

  • Service Catalog Management: Define services available and provided by IT Services
  • Incident Management: It's broken. Fix it.
  • Request Fulfillment: Give advice or instructions; or allow subscription or access to defined, documented services
  • Change Management: Control the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services
  • Service Asset and Configuration Management: Define the assets, physical and virtual, from which our services are built and delivered.
  • Service Level Management: Ensure that a service is managed with a business focus, regardless of where the technology components or professional capabilities reside.
  • Project / Portfolio Management: The execution of active projects to completion.
  • Knowledge Management: The process of capturing, distributing, and effectively using Knowledge to provide a superior end-user experience and consistent support of the services and technologies we offer.

What should I expect?

During the initial strategy, design and launch, 

  • IT provides an on-boarding experience where we scope the engagement and time-line
    • Meet with your office to understand your needs
    • Formulate a playbook that contains the processes and specific configuration to meet those needs
    • Deploy the starting configuration
    • Train staff involved in process activities
  • IT facilitates bi-weekly Question and Answer sessions and prioritize backlog for any new configuration during first six months

During the stable operating period, IT Services provides best effort support for training, account administration, minor configuration adjustments, adoption of additional processes in collaboration with the university office. At a minimum, IT Services will conduct an annual service review with the university office to discuss performance and any concerns that arise.

Who may use it?

Any university office that wishes to adopt common tools and practices for these processes. Current participating offices include:

  • Miami Lean
  • Global Initiatives Emergency Response
  • Human Resources
  • Campus Services Center

What does it cost?

At this point in time, IT Services covers the licensing, training, account management and initial setup costs for participation in the enterprise service model, but the long term funding model has not been approved.

  • Initial strategy, design, and deployment at no charge
  • Ongoing license per person: ~ $35 per person per month ($425 annually). $75k/annual maximum
  • Account management : no charge unless changes become excessive
  • Accountgen (directory) integration: further alterations require IT project governance
  • Development (eg, API integrations or supplementary code): requires IT project governance

How do I get started?

Contact the client engagement representative for your division to begin the dialogue and scope the engagement.



Fri 6/21/19 2:22 PM
Mon 6/24/19 2:17 PM