Enterprise Service Management Office
Enhancing IT services for the campus community
The Enterprise Service Management Office enhances user experience by improving how IT services are delivered, accessed and supported across campus. Through collaboration with campus partners, we create consistent, efficient and user-friendly IT services that empower students, faculty and staff in their academic and professional work.
Supporting academic and research excellence
Reliable IT services enable Illinois to be the pre-eminent public research university with a land-grant mission and global impact.
Enhancing user experience
By simplifying and optimizing IT service processes, we ensure that faculty can teach, researchers can innovate, staff can work efficiently and students can focus on learning with fewer technology disruptions.
Optimizing IT resources
Through automation and process refinement, IT teams reduce inefficiencies and shift focus to high-value work that directly supports teaching, research and campus operations.
Fostering collaboration
ESMO connects IT teams across campus, evolving the IT community into a more collaborative and empowered network. By standardizing processes, improving communication and fostering professional growth, we help shape the future of IT at Illinois.
Our approach
The ITIL® guiding principles serve as the foundation to designing processes that deliver real value:
Focus on value
Ensure every service improvement enhances the experiences of students, faculty and staff.
Start where you are
Build on existing strengths rather than reinventing the wheel.
Think and work holistically
Connect people, technology and processes for a seamless service experience.
Keep it simple and practical
Streamline services to make them easy to access and use.
Progress iteratively with feedback
Implement changes in stages and refine based on user insights.
Collaborate and promote visibility
Engage stakeholders across campus to create transparent, effective processes.
Optimize and automate
Use technology to reduce inefficiencies and improve service response times.
Campus engagement
ESMO Advisory Board
The ESMO Advisory Board is established to guide and support the Enterprise Service Management Office in its mission to implement IT service management standards, practices and processes across the University of Illinois. This board provides strategic, campus-wide guidance to ensure ESMO initiatives align with the needs and priorities of a diverse and decentralized campus community while fostering collaboration and inclusivity across all stakeholders.
By advising on the development and execution of an enterprise-wide service management strategy, the board will help minimize waste, inefficiency and misalignment, and ensure a coordinated approach to improving IT services for the entire institution.
Members
- Salim Belahi, Grainger College of Engineering
- John Billerman, Student Affairs
- Jeff Fox, College of Veterinary Medicine
- Eric Frahm, Technology Services
- Josh Henry, Office of the Chief Information Officer
- Jeremy Jones, College of Education
- Tracy Tolliver, University Library
- Jennifer Sturner, Technology Services
Incident and Request Management Advisors
The Incident and Request Management Advisors was a campus collaborative group representing a diverse group of nine campus IT units with a common goal of improving incident resolution and request fulfillment across campus. Together they researched and developed an Incident Management Best Practice guide which aims to enhance the availability, reliability and quality of IT services and help drive a consistent support experience for campus users.
Members
- Jen Anderson, School of Information Sciences
- Joe Blanks, Technology Services
- Eric Frahm, Technology Services
- Jay Geulfi, School of Chemical Sciences
- Shaun Guernsey, College of Veterinary Medicine
- Lilly Haas-Feuerhelm, Technology Services
- James Hazzard, University of Illinois Extension
- John Lee, College of Engineering
- Jackson Matlak, Technology Services
- Kyle Murphy, Student Affairs
- Jerrick Olson, Division of Intercollegiate Athletics
- Allison Payne, IT Partners @ Gies
- Mark Wenneborg, Technology Services
- Jason Yoon, Technology Services
- Trish Curry, Enterprise Service Management Office
Service Catalog Advisors
The Service Catalog Advisors was a cross-campus collaborative group charged with validating the service catalog and the service catalog management practice. The SCA played a critical role in establishing the framework and standards needed to create the enterprise service catalog by facilitating the initial inventory of IT enterprise service offerings, deciding on the catalog structure following the EDUCAUSE model and establishing the portal attributes and naming standards.
Members
- Joe Blanks, Technology Services
- Michael Brosco, Office of the Vice Chancellor for Research and Innovation
- John Cowsert, Administrative Information Technology Services
- Troy Gagne, Technology Services
- Meagan Hennessey, Gies College of Business
- Janet Jones, Technology Services
- Jeremy Jones, College of Education
- Taylor Judd, Office of the Technology Services
- James Kim, College of ACES
- John Lee, Grainger College of Engineering
- Drew MacGregor, Technology Services
- Matthew Magee, Administrative Information Technology Services
- Mary Stevens, Technology Services
- Sandra Thompson, Technology Services
- Tracy Tolliver, University Library
- Stephen Tondini, Student Affairs
- Nicholas Keys, Huron Consulting Group
- Jonathan Dixon, Enterprise Service Management Office
Service Catalog Working Group
The Service Catalog Working Group played a crucial role in the development and success of the Enterprise Service Catalog. The group provides input on the structure, content and categorization of offerings in the catalog, following the EDUCAUSE Higher Education IT Service Catalog Model. With a diverse range of technical expertise, the working group assists with building and refining the catalog by contributing to the creation and organization of content, data collection and the overall design. They are also charged with defining best practices for the catalog’s implementation and ongoing management, ensuring it remains user-friendly and sustainable.
Members
- Matthew Magee, Administrative Information Technology Services
- Liz Shallenberger, Technology Services
- Bryan Jonker, College of Education
- John Cowsert, Administrative Information Technology Services
- Mary Stevens, Technology Services
- Palmer Buss, Technology Services
- Jonathan Dixon, Enterprise Service Management Office
- Trish Curry, Enterprise Service Management Office
Operational Excellence
ESMO is part of the university-wide Operational Excellence initiative. This initiative innovates and improves university services and processes.
Our program is tasked by the Vice Provost for Information Technology and Chief Information Officer.