Enterprise Service Management

ABOUT THIS SERVICE

Using the suite of tools provided by TeamDynamix, SFU IT Services has developed an Enterprise Service Management (ESM) platform called ServiceHub. Replacing eSupport, this platform is the foundational tool used by both Enterprise and Local IT to deliver services to the SFU Community.

Originally developed from the principles of IT Service Management (ITSM), Enterprise Service Management (ESM) is the collection of actions and polices designed to plan, execute and manage all of the services a department or business unit offers to its stakeholders. However, the benefits of ITSM/ESM are not limited to just IT!

From managing requests to improving information flow, every department struggles with email inquiries, status spreadsheets and failed attempts at creating order out of chaos. Requests come in all shapes and sizes: benefit changes, employee onboarding, work orders, event support, maintenance, creative services, equipment reservations, security passes, parking permits, etc. As an employee or leader responsible for delivering service, how hard is it to keep track of all of the requests and how do you even measure success?

Beginning in the Fall of 2022,  SFU Departments, Faculties or Business Units are invited to see how ServiceHub can help improve Service Delivery for your teams. Some of the highlights include:

  • Service Catalogue: An organized and actively maintained list of services available to clients. With permissions-based features, both external and internal facing services are now possible. 
  • Client/Customer Portal: Clients can have a dedicated portal to interact with, report issues, order services and check ticket status - decreasing the reliance on email as the primary means of communication. 
  • Custom Forms and Workflows: Services can have custom forms to capture specific information required to provide a service. Custom workflows will optimize request handling including the capability to configure approvals and automate assigned tasks to responsible person/groups. Both features will reduce the back and forth between support staff and clients and queue juggling between teams. 
  • Enhanced Reporting: Much Improved visibility into operations and service delivery. Users are now able to build their own reports and dashboards that meet their needs or their management needs. 
  • Dedicated Knowledgebase: An organized content management feature with a direct relationship to the Service Catalogue. By promoting a viable self-help mentality, the number of incoming tickets will be reduced. 
  • Project Management (Coming Soon): A dedicated set of tools to plan, manage and track projects – big or small. Project documents, reports, time tracking, action items can all be stored in a central place.

 

RESOURCES

Knowledge Articles for SFU

TeamDynamix Knowledge Base (Vendor Support Resources)

 

 
Report a Problem Request Service Request to Publish KB Article Update a Service Catalogue Entry

Related Articles (2)

Explore the roles and framework for managing an IT Service at SFU.
Recorded Zoom training session for Service Owners (SO) and Service Offering Managers (SOM) on May 11, 2022.

Details

Service ID: 2307
Created
Mon 5/9/22 10:12 AM
Modified
Thu 9/15/22 10:25 AM
Audience
The constituents for whom the service is available (e.g., students, faculty, staff).
Staff
Faculty
Students
Alumni
External

Service Offerings (4)

Enterprise Service Management (ESM) - Report a Problem
Report an issue, e.g. fail to login, unable to create a ticket, fail to register...etc.
Enterprise Service Management (ESM) - Request a Service
Request a Service, e.g. require client portals (service catalog and knowledge management), new ticketing application, other TDX modules, mail list adds/moves/changes or Security Role changes in TeamDynamix.
Enterprise Service Management (ESM) - Request to Publish KB Article
A request sending to Knowledge Management Process Owner and communication team to final review the approved public facing knowledge articles.
Enterprise Service Management (ESM) - Update a Service Catalogue Entry
Request Service Catalog Service, e.g. add / amend / remove services, webforms, service category, service owners, service attributes.