The functions and features most commonly offered by the major enterprise service management products used in higher education (ServiceNow and Ivanti), and the HERM business capability each one supports. These are system functions, not HERM capabilities: HERM describes what an institution does; this page describes what an ESM platform does to help it. ESM is the campus front door and orchestration layer for IT and non-IT services. The CMMS, IAM, HR, finance and student systems keep fulfillment and the authoritative record, and appear here only as handoffs and feeds. See also the identity and access, facilities and CMMS and HRM functions & features, and ITSM with ITIL. See the HERM Business Reference Model for the full set of capabilities, or its capability wheel.
Shows which parts of the institution an ESM platform supports, where it overlaps other systems, and where it stops.
A function's main HERM home vs others it touches. Features narrow to one capability.
24 HERM capabilities touched, centred on service management, customer experience management and ICT delivery, service and support, plus knowledge, workflow, identity and security.
Wheel to explore, tree to scan every mapping, CSV or JSON to reuse it.
How this was compiled: three AI assistants (Claude, Perplexity and Grok) were each asked to identify the core functions and features of the major enterprise service management products used in higher education. Their lists were reconciled into this single set. Treat it as a starting point, not a vendor-verified specification.
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The full hierarchy: areas, functional areas, functions and features, each with its HERM mapping and definition. Select any HERM capability or feature to see its full definition.
Campus services rarely run on one system. Here the same functions and features are mapped to the applications a fictional Example State University actually runs: a vendor core, add-on modules, third-party products, homegrown tools and spreadsheets. Each link records how well the application covers the feature and its role. HERM coverage is then calculated from those links, not mapped by hand.
Also see this ecosystem as a capability × application matrix or a HERM-to-application flow.
Inner rings: area and functional area. Outer ring: one slice per feature, split into bands when more than one application provides it. Marks outside the ring flag gaps (red) and competing systems of record (violet).
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The executive view. Each bar is the capability’s features, coloured by the best coverage any application gives them. Select a capability for its HERM definition, or an application to see its footprint.
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