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.
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.
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.
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
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
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:
Kick off - Mar. 2022
Launch - Feb. 13th, 2023
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.
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.
As a user you'll be able to get assistance more easily in a variety of different ways:
Additionally, we'll be assessing our internal processes, improving those that exist, and defining those that are missing. This will allow us to automate those processes that can be automated. This will enable a smoother, more consistent, and timely response and experience.
As a user you'll be able to get assistance more easily in a variety of different ways:
Additionally, we'll be assessing our internal processes, improving those that exist, and defining those that are missing. This will allow us to automate those processes that can be automated. This will enable a smoother, more consistent, and timely response and experience.
