Advancing Service Delivery: From ITSM to ESM in a University Environment (Lorraine McLoughlin)

In the ever-changing landscape of service management, a transformative shift is underway as more universities move from traditional IT Service Management (ITSM) to the boarder scope of Enterprise Service Management (ESM).

In UCC, the rapid digitization of university services in recent years has changed the way in which services are delivered to staff and students and more and more departments are eager to leverage the capabilities and automation that an ESM solution can offer.

During this session, I will examine the approach we have taken in UCC, moving from a basic ITSM solution to an enhanced ITIL based modular ESM solution provided by our vendor Ivanti. I will examine the benefits, challenges and stakeholder dynamics that shaped this project rollout to many departments in the university including IT Services, Academic Services, Legal services, Finance, HR and Facilities.
Some key areas I would like to focus on include:

Why Ivanti ESM?

Ivanti ESM enables UCC to greatly enhance the delivery of staff and student services across the university. Throughout the discussion I will discuss the strategic benefits this system offers.

Benefits

• The benefits of Ivanti ESM in UCC, extend far beyond IT.
• Departments currently using the platform have improved collaboration, streamlined processes, enhanced service quality and service delivery in their areas
• Leadership and management are informed to make data driven decisions utilising the system based metrics and analytics.

Next Steps

• To ensure successful implementation, the project team focused on several critical factors:
• Getting Buy-In: Engaging stakeholders and securing their support.
• Project Steering and Governance: Establishing oversight and accountability.
• Project Management Approach: Defining our methodology and milestones.

A Phased Approach:

• Onboarding Department Process: Ensuring smooth integration across departments.
• Stakeholders’ Management: Nurturing relationships and communication.
• Training and Adoption: Equipping teams with the necessary skills.
• Ongoing Forums and Support: Sustaining momentum and addressing challenges.

Challenges

• While the benefits are many, I would also like to acknowledge the challenges:
• Local Change Management: Adapting existing processes.
• Cultural Resistance: Overcoming reluctance to change.
• Process Enhancement: Refining workflows.
• Demand Management: Balancing onboarding new departments and support demands from existing customers.
• Scalability: Ensuring project scalability as adoption grows.
• Resources: Allocating additional resources and tools.
• Controls and Oversight: Maintaining governance going forward.

New Horizons: Our ESM Implementation Odyssey (Liz Hayes)

This talk will discuss the phased implementation of a new Enterprise Service Management (ESM) system in University College Cork. We initiated our implementation with two small teams to help us get the system off the ground. We were able to tailor the system to their needs and then were able to expand the system within the IT department. This allowed us to establish a robust system and create a controlled environment in which we can test and resolve any issues that arise.

Over the next few years we will be engaging with a wide range of stakeholders across the university to bring other departments on board. This will involve extensive collaboration with these departments to ensure that the system is adapted to meet their unique needs and preferences and incorporate their feedback into the development of the system. This will ensure that the system is user-friendly and meets the diverse needs of our students and staff.

Our ultimate goal is to create a 'one-stop shop' for the University, that will streamline our service management processes and increase efficiency. Staff and students will be able to log requests and incidents, track their progress, and access support services all in one place.