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ESM Pilot

Welcome to the Enterprise Service Management (ESM) pilot hubpage where you’ll be able to learn more about the project, what’s happening and when.

ESM systems offer cutting-edge digital management tools, automation, and AI capabilities to help teams manage their professional services and work together more effectively. 

The pilot has been funded by the university’s Digital Transformation Programme, will run from November 2024 until December 2025, explore the proof-of-concept for shared cross-divisional platforms to support Professional Services at the University of Oxford. 

Click the tiles below to get started…

The BackGround

Find out where the ESM pilot came from, and where we aim it to take us.

Background

Find out More

Stay up-to-date with what’s happening, and what comes next.

Find out more

Support

Get prepared, get trained or ask the project team a question. 

Support

Overview of the Pilot

Phase 0

Engagement with pilot groups and technical setup of system


August - October 2024

  • Set up of project team and steering committee
  • Technical v1 set-up of FreshService and team email mappings
  • SSO and identify management (CUD) feed integrations
  • Configuration of v1 request portal
  • Production of v1 knowledge base articles

Phase 1 

Onboarding and support for early adopters (IT Support Staff)


November - December 2024

  • Pilot group IT teams testing, training and onboarding
  • Launch new system first pilot group of IT teams 
  • Expansion of knowledge base articles
  • Requirements mapping for additional non-IT pilot groups

Phase 2

Onboarding and support for additional pilot groups (non-IT Professional Services)

January - March 2025

  • Pre-launch engagement with non-IT pilot groups
  • System setup, testing, training and onboarding
  • IT Teams expansion and refinement on initial set-up and features
  • Growing use of AI-enabled capabilities

Phase 3

Maturing use of ESM, pilot evaluation and next steps


March - December 2025

  • Continued maturation of features for all participating teams 
  • Mid-pilot monitoring and evaluation survey
  • Pilot reporting and next steps planning