Enterprise Service Management (ESM)

Enterprise Service Management (ESM) offers a web-based system to support various university functions and practices. ESM provides a platform that provides service management, knowledge management, asset management, and project management capabilities which enables an organization to have the right people, tools, and processes in place to improve their performance, service, outcomes, and provide excellent customer service.

Benefits

• Self-service customer portal.
• Easy access to knowledge.
• Easily transfer work around your department. No more messy email chains.
• Easily track volume of requests coming through your department.
• Ticket automation.
  • Setup workflow, track approvals, and assist in automating processes.
• Manage services.
  • Fulfill requests.
  • Resolve incidents.
  • Identify and solve problems.
  • Handle changes to processes, resources, and services.
  • Track university assets, and contracts.
  • Use ticket data in Key Performance Indicators (KPIs) and other metrics in dashboards.
• Project Portfolio Management (PPM).
   
  Coming soon! Estimated availability Spring 2024
  • Project classification and reporting.
  • Create and manage project plans (milestones, tasks, card wall).
  • Status reporting.
  • Team collaboration and task assignments.
  • Resource management.
  • Time tracking.
• Clarifies roles & responsibilities by documenting policies and procedures.

Eligible Peoples

• Faculty
• Staff
• Student Employee

Requirements

• Device with Internet access
• Device must have a compatible web browser. Tested web browsers are listed below,
  • Chrome
  • Edge
  • Firefox
  • Safari

Cost

Employee

Departments desiring to adopt the university's ESM system will be responsible to pay the license cost for each of their employees that will access the department's ticketing application. Costs are per person, per fiscal year. As a Software as a Service (SaaS), prices reflect the annual cost.

Typically there are no additional, beyond the per-person license, costs associated with the initial setup and department training.

Customer

Free, this is the method how all university students, faculty, and staff can access the Service Portal to request services from the Service Catalog, monitor their tickets, and access projects they're affiliated with.

Availability

24 hours a day 7 days a week exclusions are,

• During the vendors planned maintenance window Friday evenings from 8:00 p.m. - Midnight Alaska time.
• During scheduled updated or upgrades that require the system to be unavailable. You can see or get notifications about these on the  UAA IT Services Status page.

Supported By

This service is maintained and supported by UAA IT Services. Requests for support may be submitted anytime via the Request Support button on the right side of this page. Requests generate a Ticket which will be worked in order received and urgency by the IT Employees with the knowledge and permissions to assist with the request.

For immediate support please contact the appropriate UAA IT Support office.