Enterprise Service Management

ENTERPRISE SERVICE MANAGEMENT

Enterprise Service Management (ESM) at the University of Texas at San Antonio is a comprehensive approach to managing and delivering IT services across the university. 

 

WHAT IS ENTERPRISE SERVICE MANAGEMENT?

IT Service Management (ITSM) refers to all the activities involved in designing, creating, delivering, supporting, and managing the lifecycle of IT services. There are a number of established frameworks that provide best practices for these activities, of which ITIL is the most popular. ServiceNow is the cloud-based service management tool that Tech Solutions (UTS) has selected to manage our services, and it closely aligns with the ITIL framework.