ENTERPRISE SERVICE MANAGEMENT (ESM)

 

ESM focuses on simplifying access to information & resources, making work easier. It automates tasks where possible, delights users with intuitive design, and demonstrates empathy through personalization and seamless interactions with service providers.

Program documents are being developed and added to this website. Please revisit for updates.

 

ESM Program CharterContact us about ESM

  

Enterprise Service Management is just one of several key programs in the OSU IT Strategic Roadmap. These programs represent work that is critical to deepening our capacity and creating new capabilities that will enable OSU to deliver on its core mission of teaching and learning, research and extension.

Explore the roadmap

What is ESM?

 

ESM applies a service-oriented business model to evolve the way your organization works. A service-oriented business model enables the creation of value between an organization and its stakeholders.

This is accomplished via People, Process and Technology.

ESM leverages time-tested, best-practice frameworks such as: ITIL, DevOps, Agile, LEAN and Knowledge Centered Service to help gain efficiencies, strengthen communication, and ensure quality.

Enterprise Service Management - Core Principles

  

Automate (Do it for me)
Free me up to do the really important stuff

  

Amaze (Delight me)
Delight me through intuitive design and demonstrated empathy for my business needs

  

Amplify (Make me better)
Empower me to be faster, able to see more, know more, do more

What is the ESM program at OSU?

The ESM program represents a collection of projects that culminate to support OSU's Strategic Plan 4.0 (SP4.0). Specifically, Action 20: "Integrate and simplify technology systems, data practices, and policies to increase our organizational agility." With Enterprise Service Management, we will:

   Revise systems, processes, and policies to ensure all faculty and staff readily have secure access to the services and information they need to do their jobs and enable data-informed decisions

    Tightly integrate existing and future technology systems to streamline IT experiences for faculty, staff and students, minimizing time spent in administrative activities

 

How will ESM benefit the OSU community?

   Serve the OSU community where they are, how they prefer, and when they need access to information, tools resources, and training — all through a single, secure and consistent experience.

   The OSU service experience is so unified, anyone at OSU doesn’t need to know who to contact or what college/unit is helping them. Their issue or request was simply and efficiently resolved, sometimes through self-service!

Some tangible examples include:

  1. Improved user experience
  2. Standardization of service management practices
  3. Reduced costs or elimination of manually processing workflows
  4. Increased predictability
  5. Increased process efficiency
  6. Increased transparency

ESM Projects

Phase 1 - Human Resources

Kick off - Mar. 2022

Launch - Feb. 13th, 2023

  • Employee on-boarding process
    • Developing and delivering a faster, smoother and more transparent employee on-boarding process for the new employee, hiring supervisor, and OSU staff involved in the process to hire a new employee. These items include tasks like: payroll setup, access to technology systems, benefits, etc.
  • Self-service
    • Knowledgebase - a place to find articles to help you answer your question without asking for help.
    • Service Catalog - a menu of services to provide information and submit requests for help/action.
    • A Virtual Agent to answer frequently asked questions.
  • Case Management
    • Enables Human Resources staff to: (1) ensure the security of confidential employee data, (2) enhance communication between users, (3) create efficiencies in responding to customers, (4) ensure appropriate documentation/closure of matters, (5) track trends to identify training opportunities, and more.

 

Phase 2 - Information Technology

This phase is planned to start immediately after Phase 1 for Human Resources is complete. As of March 10, 2022, the scope of the Phase 2 work and timeline is being finalized.

ESM projects are complimentary to other programs, and projects in the IT and OSU strategic roadmap. View the IT strategic plan to view other programs and programs in the IT strategic roadmap.

Initial Scope

  • IT Service Management (ITSM)
    • Ticketing for Incidents, Service Requests, Changes, Problems, and Major Incidents
  • Knowledge Management
    • Internal documentation for department employees, external documentation for customers
  • Service Catalog
    • An easy to use catalog of services with excellent search capabilities
  • Virtual Agent
    • Need help outside of working hours? The Virtual Agent can assist you 24/7/365 with most common issues

Future Scope

  

Want to learn more about ESM?

We are kicking off a campaign to present on ESM across campus. If you would like to attend one of these presentations, or if you are aware of groups/meetings where presenting information about ESM would be appropriate and impactful, please contact the ESM Project Team. 

Contact Us

ESM FAQ

 

About ESM

What is Enterprise Service Management (ESM)?

Enterprise systems management is the practice of applying IT Service Management principles and methods to other areas of an enterprise or organization with the purpose of improving performance, efficiency, and service delivery.

How is ESM different from "ticketing"?

  • ESM provides an integrated experience across OSU so that users can stay focused on what they need instead of how to meet their needs. This ensures that OSU students, faculty and staff have consistent experiences when accessing services offered by the university.
  • Enterprise Service Management is much bigger than “tickets” and tracking specific requests or questions from customers. ESM is a holistic way of managing and improving how services are delivered to customers using automation, self-service methods, continuous improvement and more.

Why is ESM important to OSU?

  • Excellent user experiences are crucial in today’s fast paced and evolving world. Providing those experiences, to both our OSU community and the public at large (where appropriate), are key to establishing a reputation of integrity and excellence in our engagements. ESM will be used to help provide these experiences.
Benefits

Why is ESM important to OSU?

  • Excellent user experiences are crucial in today’s fast paced and evolving world. Providing those experiences, to both our OSU community and the public at large (where appropriate), are key to establishing a reputation of integrity and excellence in our engagements. ESM will be used to help provide these experiences.
HRSD

How will these changes impact student hiring?

Student employee hiring will continue to use the Benny Hire system.

I am hiring 3 part-time instructors this week for winter term. Do I process all as in the past?

Yes, use the previous onboarding process. New hires after the launch of the HR Service Delivery platform will utilize the new process.

Is there a way to make the steps clearer for new hires? Like, step one create ONID, step two etc. Many of our new hires get one letter with a long list of “stuff” and do not understand what to do to get into their courses.

Yes, we have eliminated the long list of "stuff" for new hires and supervisors and have broken the information down into smaller bits that are assigned at more appropriate times. In the new onboarding process there will be tasks that are assigned to the new hire, supervisor or someone in HR to process as the onboarding progresses. For example, pre-day 1 activities for a new hire include: Complete form I-9, Get Parking Permit, complete Flexible Work Arrangement Agreement (as needed).

As an office manager with multiple duties and systems to navigate, it would be wonderful if a simple STEP BY STEP guide could be provided. Is that a possibility?

We have created Quick Reference Guides that will assist you in navigating the system. The Quick Reference Guide for the Employee Service Portal is posted on the HRSD website.

Many HR Liaisons actually do the onboarding and answer all the questions rather than the supervisors - can we be included on any onboarding so we know what’s happening?

Yes, the HR liaison can be added to the watch list.

During the phase 1 roll-out, will we be doing parallel processes (using both the existing system and the new) as backup?

No, new hires after the launch date will run through the new process, existing new hires that are in process, will utilize the existing process.

Pages