Get Started with ESM Application Administration

Overview

The Enterprise Service Management (ESM) system is a tool designed for organizations to manage their services, assets, projects, and more. Departments may opt-in to utilizing the ESM platform at any time by submitting an Enterprise Service Management ticket. Once onboarded, departments will have a Ticketing app configured for their use. Each department ticketing application has one, or more, departmental employee(s) identified as an Application Administrator (aka AppAdmin, App Admin) in order to ensure that departments are able to remain agile in responding to changing business requirements. These individual(s) are authorized and responsible for the maintenance, management, and overall operation of their department's ESM application. App Admins may request support at anytime by submitting an Enterprise Service Management ticket.

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Areas of Responsibility

App Admins responsibilities include, but are not limited to, the following:

  • Training of departmental employees on the use of their department's ticketing application, and departmental specific business logic therein.
  • Ticketing app settings
  • Management of custom attributes & attribute dependencies.
  • Create, update, and retirement of forms.
  • Automation Rules.
  • Worflows.
  • Service Level Agreements (SLAs).
  • Operational Hour(s).
  • Notification Templates, Response Template Categories, and Response Templates.
  • Coordinate with ESM Enterprise Admins, and/or ESM Service Portal App Admins for maintenance related to Services/Service Offerings provided by the department.

 

ESM Interfaces

The ESM system has four primary interfaces:

  • TDNext: The application suite interface used by departmental employees, and other licensed individuals.
  • TDClient: Customer interface used by the UA community.
  • TDAdmin: Interface used by ESM App Admins, and ESM Enterprise Admins to manage application, or system settings
  • TDMobile: An interface designed for devices that cannot access TDClient, or TDNext, providing basic access to some parts of the ESM system.

All ESM interfaces are reached via the web.

 

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for the appropriate support group.

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