IT Enterprise Service Management Office
Enhancing IT Services for the Campus Community
The Enterprise Service Management Office (ESMO) exists to improve the experience of students, faculty, and staff by ensuring that the services they rely on, such as requesting technology support, finding knowledge resources, and navigating service changes, are seamless, efficient, and user-friendly.
Our Approach
We leverage ITIL (Information Technology Infrastructure Library) as a best practice framework. This ensures flexibility to meet specific campus needs. These guiding principles help us design 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. - 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. - 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. - Optimize and Automate
Use technology to reduce inefficiencies and improve service response times.
Operational Excellence
ESMO is part of the universitywide Operational Excellence initiative. This initiative innovates and improves university services and processes.
Our program is tasked jointly by the chief information officer and the associate chancellor of strategic communications and marketing.
Key Initiatives in Progress
Enterprise Service Catalog
- Developing a centralized, structured catalog to help students, faculty, and staff easily access IT services.
- Following the Higher Education IT Service Catalog Model, customized for our campus needs.
- A draft version will be ready for review in April.
Incident & Request Management
- Establishing best practices to ensure faster, more transparent IT support.
- Piloting new processes with select units to refine and improve user experiences.
Knowledge Management
- Integrating Knowledge Management into the IT support process to:
o Reduce ticket resolution times.
o Enable self-service and minimize unnecessary requests.
o Ensure consistency and accuracy across IT support teams. - A Style & Content Guide has been drafted, with campus-wide feedback to follow.
Connect with ESMO
We appreciate your participation in this effort to improve service management across campus. Your insights will be invaluable as we move forward.