Issue/Question
Can ITS provide our department a solution to improve work tracking and deliver better insight into our operations?
Environment
Resolution
What is Enterprise Service Management?
Enterprise Service Management (ESM) is an umbrella term surrounding the utilization of a work management tool for tracking requests, organizing work, and reporting across one or more departments within an organization. Information Technology Services (ITS) utilizes TeamDynamix (TDX) as the software platform to deliver this service. ITS has used this software and surrounding principles for many years, and it is applicable to many WKU operations beyond information technology. We continue to expand these practices to other departments on campus. ESM applies a consistent service-orientated approach to improve service delivery, efficiency, communication, and reportability. It can revolutionize work organization and service delivery, especially when operations heavily utilize email for intake and coordination of work.
Example Features of TeamDynamix ESM:
- Work request creation and tracking.
- Automated task assignment and distribution.
- Group notification and awareness of pending work.
- Knowledge Base with internal and external capabilities.
- Consistent and captured communication and response templates.
- Asset tracking.
- Customizable reporting.
- Centralized catalog of services and descriptions.
Why might I need ESM?
Think of ESM as a step up from a shared inbox, service counter, and tracking board where your whole team can see what is pending, who is working on what, and what is finished. If your team's day-to-day service delivery includes requests, approvals, tasks, communication, and metrics, ESM might be a good fit to elevate your operational maturity to the next level.
Enterprise Service Management Strengths:
- Centralized Work Tracking – All requests, approvals, and tasks are managed in one shared system instead of scattered across emails, spreadsheets, or forms.
- Improved Visibility – Team members and leaders can easily see current workloads, project status, and trends — helping identify bottlenecks and balance resources.
- Enhanced Accountability – Each request is assiged, timestamped, and tracked, so ownership and progress are always clear.
- Data-Driven Decision Making – Built-in reporting and dashboards provide actionable insights into service volumes, response times, and customer satisfaction.
- Consistent Processes – ESM promotes standardized workflows, ensuring that similar requests follow the same steps and service expectations across the organization.
- Faster Response and Resolution Times – Automated routing, notifications, and status updates reduce delays and eliminate manual follow-ups.
- Improved Collaboration – Teams can comment, share files, and work together directly in the same platform — increasing efficiency and reducing miscommunication.
- Scalability Across Departments – Once implemented, ESM can be expanded to other departments with similar needs, promoting campus-wide consistency and efficiency.
- Better Customer Experience – Clients benefit from clear communication, status transparency, and self-service options, leading to higher satisfaction.
- Reduced Risk of Lost Work – Because everything is logged and traceable, important requests and approvals are less likely to be missed or overlooked.
Adopting ESM practices can be effective in streamlining your operations. ESM solutions offer valuable operational insights.
These platforms are designed to align with your group's processes and, while they require some initial setup and configuration by ITS, they become seamless to use once implemented.
ESM vs. Workflow
Workflow is a generic term that could mean a few things but typically refers to custom-built processes to handle complex, highly specialized used cases needing automation. These two tools do not compete; they complement each other and are commonly used together.
Workflow Strengths:
- Automates processes that span multiple systems (human resources, finance, records, and so forth).
- Can apply very specific rules, security, or approvals unique to your group or cross between multiple WKU entities.
- Designed for scalability and long-term ITS support.
What does it cost?
Your department covers the license cost for each employee per year using the software. This is currently ~$318 per employee annually.
How do I starting using ESM?
We can discuss your use cases and determine the best benefit for your operation. Some solutions fit perfectly within ESM and can be a fast turnaround. Others fit better in workflows, or even a combination of both.
To discuss ESM with ITS, please contact the ITS Service Desk or submit a service request by clicking the Request Service button!