{ "source": "Enterprise service management functions and features most commonly offered by ServiceNow and Ivanti, as identified by Claude, Perplexity and Grok and reconciled into one set. The Claude draft supplies the structure; features named only by Perplexity are added where they fit. src: C = Claude, P = Perplexity, G = Grok. Levels: area > functional area > function > feature.", "scope": "Covers the service catalog and request forms, intake channels, incident and case records, workflow, assignment and service levels, handoffs to CMMS, IAM, HR, ERP and student systems, knowledge, the self-service portal and virtual agent, the agent workspace and reporting, and SSO, person feeds, security and operations. ESM is the campus front door and orchestration layer; fulfillment and the authoritative record stay in each system of record.", "vendors": [ "ServiceNow", "Ivanti" ], "groups": [ { "k": "C", "name": "Service Catalog and Request Fulfillment", "ds": [ "1", "2", "3" ], "desc": "Publishes campus services in one catalog and carries each request from submission through approval to fulfillment." }, { "k": "I", "name": "Intake and Channels", "ds": [ "4", "5" ], "desc": "Accepts requests and issues through every channel the campus uses and turns each into a tracked record." }, { "k": "W", "name": "Workflow, Assignment and Service Levels", "ds": [ "6", "7", "8", "9" ], "desc": "Orchestrates the steps of each request, routes work to the right people and measures it against commitments." }, { "k": "H", "name": "Fulfillment Handoff and Integration", "ds": [ "10", "11" ], "desc": "Passes work to the systems of record that fulfill it and keeps the ESM record in step with them." }, { "k": "K", "name": "Knowledge", "ds": [ "12" ], "desc": "Creates, governs and delivers answers so people can help themselves and agents resolve faster." }, { "k": "S", "name": "Self-Service Experience", "ds": [ "13", "14" ], "desc": "Gives students, faculty and staff one place to find answers, request services and follow their requests." }, { "k": "A", "name": "Agent Workspace and Service Insight", "ds": [ "15", "16" ], "desc": "Equips fulfillers to work records efficiently and gives managers visibility into service performance." }, { "k": "E", "name": "Platform, Identity and Security", "ds": [ "17", "18", "19" ], "desc": "Connects ESM to campus identity, protects its data and keeps it configurable, supportable and portable." } ], "domains": [ { "n": "1", "name": "Service Catalog Management", "desc": "Defines, organizes and publishes IT and non-IT campus services so people can find and order them.", "caps": [ { "id": "1.1", "n": "Define and publish services", "subs": [ { "id": "1.1.1", "n": "Service and offering records", "d": "Holds each service with its owner, description, support group and orderable offerings.", "cls": "Core", "src": [ "C", "P", "G" ], "herm": "BC218" }, { "id": "1.1.2", "n": "Catalog categories and taxonomy", "d": "Groups services into browsable categories such as IT, facilities, HR, registrar and finance.", "cls": "Core", "src": [ "C", "P", "G" ], "herm": "BC218" }, { "id": "1.1.3", "n": "Service publication lifecycle", "d": "Moves a service through draft, review, published and retired states with an owner sign-off.", "cls": "Core", "src": [ "C", "P" ], "herm": "BC218" }, { "id": "1.1.4", "n": "Multiple departmental catalogs", "d": "Lets each campus unit maintain its own catalog while sharing one platform and request model.", "cls": "Expected", "src": [ "C" ], "herm": "BC218" }, { "id": "1.1.5", "n": "Audience entitlement by affiliation", "d": "Shows or hides catalog items by role such as student, faculty, staff, affiliate or guest.", "cls": "Expected", "src": [ "C", "P", "G" ], "herm": "BC218" }, { "id": "1.1.6", "n": "Location- and campus-specific availability", "d": "Limits an item to the campuses, buildings or units where it is actually offered.", "cls": "Specialized", "src": [ "C" ], "herm": "BC218" }, { "id": "1.1.7", "n": "Service cost and chargeback display", "d": "Shows the price, recurring charge or recharge rate of an item before it is ordered.", "cls": "Expected", "src": [ "C" ], "herm": "BC249" }, { "id": "1.1.8", "n": "Featured and seasonal items", "d": "Promotes items at peak times such as term start, onboarding season or commencement.", "cls": "Expected", "src": [ "C" ], "herm": "BC218" }, { "id": "1.1.9", "n": "Service owner review reminders", "d": "Prompts owners to recertify item content and routing on a set schedule.", "cls": "Expected", "src": [ "C" ], "herm": "BC218" }, { "id": "1.1.10", "n": "Catalog content import and bulk edit", "d": "Loads or updates many catalog items at once from a spreadsheet or another catalog.", "cls": "Platform", "src": [ "C" ], "herm": "BC218" } ] }, { "id": "1.2", "n": "Model the service portfolio", "subs": [ { "id": "1.2.1", "n": "Business and technical service mapping", "d": "Links customer-facing services to the technical services and groups that deliver them.", "cls": "Specialized", "src": [ "C" ], "herm": "BC218" }, { "id": "1.2.2", "n": "Service portfolio pipeline", "d": "Tracks proposed, active and retiring services for portfolio planning.", "cls": "Specialized", "src": [ "C" ], "herm": "BC218" }, { "id": "1.2.3", "n": "Service commitments catalog", "d": "Records the hours, availability and response commitments published for each service.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC218" } ] } ] }, { "n": "2", "name": "Request Forms", "desc": "Builds the forms people fill in so each request arrives with the data fulfillers need.", "caps": [ { "id": "2.1", "n": "Design request forms", "subs": [ { "id": "2.1.1", "n": "No-code form designer", "d": "Builds request forms with drag-and-drop fields and no scripting.", "cls": "Core", "src": [ "C", "G" ], "herm": "BC218" }, { "id": "2.1.2", "n": "Field types and validation", "d": "Provides text, choice, date, reference, attachment and lookup fields with required and format checks.", "cls": "Core", "src": [ "C", "P" ], "herm": "BC218" }, { "id": "2.1.3", "n": "Conditional form logic", "d": "Shows, hides, requires or sets fields based on earlier answers.", "cls": "Core", "src": [ "C", "P" ], "herm": "BC218" }, { "id": "2.1.4", "n": "Person and organization lookups", "d": "Fills department, manager, cost center and location from the requester's person record.", "cls": "Expected", "src": [ "C" ], "herm": "BC218" }, { "id": "2.1.5", "n": "Reference data lookups from systems of record", "d": "Populates choices such as buildings, courses or cost centers from authoritative source tables.", "cls": "Expected", "src": [ "C" ], "herm": "BC218" }, { "id": "2.1.6", "n": "Reusable form sections", "d": "Shares common field groups across many forms so changes apply once.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC218" }, { "id": "2.1.7", "n": "Request on behalf of", "d": "Lets a user submit a request for another person and records both parties.", "cls": "Expected", "src": [ "C" ], "herm": "BC218" }, { "id": "2.1.8", "n": "Form-to-record mapping", "d": "Creates an incident, case or request record from a form with answers mapped to record fields.", "cls": "Core", "src": [ "C" ], "herm": "BC218" }, { "id": "2.1.9", "n": "Multilingual forms", "d": "Presents form labels, help text and choices in the requester's language.", "cls": "Specialized", "src": [ "C" ], "herm": "BC218" }, { "id": "2.1.10", "n": "Accessible form rendering", "d": "Renders forms that meet WCAG 2.1 AA for keyboard and screen-reader users.", "cls": "Expected", "src": [ "C" ], "herm": "BC218" }, { "id": "2.1.11", "n": "Sensitive field masking", "d": "Masks or encrypts form answers such as ID numbers or health details.", "cls": "Platform", "src": [ "C", "P" ], "herm": "BC218" } ] }, { "id": "2.2", "n": "Bundle and order", "subs": [ { "id": "2.2.1", "n": "Shopping cart and multi-item orders", "d": "Lets a requester order several items in one submission with one tracking number.", "cls": "Expected", "src": [ "C" ], "herm": "BC218" }, { "id": "2.2.2", "n": "Order guides and bundles", "d": "Orders a predefined set of items, such as a new-employee setup, from one guided form.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC218" }, { "id": "2.2.3", "n": "Quantity and variant selection", "d": "Captures quantity, model or configuration choices on orderable items.", "cls": "Expected", "src": [ "C" ], "herm": "BC218" }, { "id": "2.2.4", "n": "Saved and draft requests", "d": "Saves an unfinished request and resumes it later.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC218" } ] } ] }, { "n": "3", "name": "Request Fulfillment and Approvals", "desc": "Approves requests and breaks them into the tasks that deliver the service.", "caps": [ { "id": "3.1", "n": "Process requests", "subs": [ { "id": "3.1.1", "n": "Request and item records", "d": "Tracks a submitted request and each ordered item with its own state and history.", "cls": "Core", "src": [ "C", "P" ], "herm": "BC218" }, { "id": "3.1.2", "n": "Fulfillment task generation", "d": "Creates the tasks for each group that must act to deliver an item.", "cls": "Core", "src": [ "C", "P" ], "herm": "BC218" }, { "id": "3.1.3", "n": "Request status tracking", "d": "Shows the current stage and owner of a request to requester and agents.", "cls": "Core", "src": [ "C", "P" ], "herm": "BC218" }, { "id": "3.1.4", "n": "Request cancellation and withdrawal", "d": "Lets the requester or agent cancel a request and closes its open tasks.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC218" }, { "id": "3.1.5", "n": "Requester clarification loop", "d": "Puts a request on hold awaiting requester input and resumes on reply.", "cls": "Expected", "src": [ "C" ], "herm": "BC218" }, { "id": "3.1.6", "n": "Delivery date and due date estimates", "d": "Sets an expected delivery date from the item's fulfillment commitment.", "cls": "Expected", "src": [ "C" ], "herm": "BC218" }, { "id": "3.1.7", "n": "Requester confirmation and closure rules", "d": "Request outcome confirmation and close records according to configurable acknowledgment and timeout rules.", "cls": "Expected", "src": [ "P" ], "herm": "BC218" } ] }, { "id": "3.2", "n": "Approve requests", "subs": [ { "id": "3.2.1", "n": "Manager and supervisor approval", "d": "Routes a request to the requester's manager taken from the person feed.", "cls": "Core", "src": [ "C" ], "herm": "BC218" }, { "id": "3.2.2", "n": "Rule-based multi-level approval", "d": "Adds approval steps by cost, item, department or data sensitivity.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC218" }, { "id": "3.2.3", "n": "Parallel and sequential approvals", "d": "Requires approvals in order or at once, with any-one or all-must rules.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC218" }, { "id": "3.2.4", "n": "Approval delegation", "d": "Lets approvers name a delegate for a period such as leave or sabbatical.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC218" }, { "id": "3.2.5", "n": "Email and mobile approval", "d": "Lets approvers approve or reject from email, mobile or chat without logging in to the agent workspace.", "cls": "Expected", "src": [ "C" ], "herm": "BC218" }, { "id": "3.2.6", "n": "Data steward and owner approval", "d": "Sends access or data requests to the owning office, such as registrar or HR, for approval.", "cls": "Expected", "src": [ "C" ], "herm": "BC136" }, { "id": "3.2.7", "n": "Approval escalation and timeout", "d": "Reminds, escalates or auto-decides approvals left pending past a limit.", "cls": "Expected", "src": [ "C" ], "herm": "BC218" }, { "id": "3.2.8", "n": "Budget authority approval", "d": "Routes approvals to the fiscal officer for the cost center charged.", "cls": "Specialized", "src": [ "C" ], "herm": "BC190" }, { "id": "3.2.9", "n": "Approval decision history", "d": "Record approver identity, decision, timestamp, and comments for each service-process approval.", "cls": "Expected", "src": [ "P" ], "herm": "BC218" } ] } ] }, { "n": "4", "name": "Intake Channels", "desc": "Captures contact from the portal, email, phone, chat, walk-in and collaboration tools.", "caps": [ { "id": "4.1", "n": "Receive contacts", "subs": [ { "id": "4.1.1", "n": "Self-service portal submission", "d": "Creates a record from the portal with the requester already identified by sign-in.", "cls": "Core", "src": [ "C", "P", "G" ], "herm": "BC217" }, { "id": "4.1.2", "n": "Email-to-ticket", "d": "Converts email to a monitored mailbox into a new record or an update on an existing one.", "cls": "Core", "src": [ "C", "P", "G" ], "herm": "BC217" }, { "id": "4.1.3", "n": "Agent-logged phone and walk-in records", "d": "Lets agents log contacts received by phone, at a counter or in person.", "cls": "Core", "src": [ "C", "P", "G" ], "herm": "BC217" }, { "id": "4.1.4", "n": "Telephony and contact center integration", "d": "Pops the caller's record and logs calls through CTI with a phone system.", "cls": "Specialized", "src": [ "C" ], "herm": "BC217" }, { "id": "4.1.5", "n": "Live agent chat", "d": "Lets requesters chat with a service desk agent from the portal.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC217" }, { "id": "4.1.6", "n": "Walk-up queue and check-in", "d": "Checks in visitors at a help counter and manages their wait and service order.", "cls": "Specialized", "src": [ "C" ], "herm": "BC217" }, { "id": "4.1.7", "n": "Collaboration tool intake", "d": "Accepts requests and updates from Microsoft Teams or Slack.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC217" }, { "id": "4.1.8", "n": "Native mobile app", "d": "Lets requesters submit, track and approve from a mobile app.", "cls": "Expected", "src": [ "C" ], "herm": "BC217" }, { "id": "4.1.9", "n": "SMS intake and updates", "d": "Sends updates and accepts replies by text message.", "cls": "Specialized", "src": [ "C" ], "herm": "BC217" }, { "id": "4.1.10", "n": "Monitoring and event intake", "d": "Creates incidents from alerts raised by IT monitoring tools.", "cls": "Specialized", "src": [ "C" ], "herm": "BC217" }, { "id": "4.1.11", "n": "Unauthenticated guest intake", "d": "Accepts requests from applicants, parents or visitors without a campus account.", "cls": "Specialized", "src": [ "C", "P" ], "herm": "BC217" } ] }, { "id": "4.2", "n": "Classify at intake", "subs": [ { "id": "4.2.1", "n": "Automatic categorization", "d": "Sets category, service and group on new records from keywords or rules.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC218" }, { "id": "4.2.2", "n": "Machine-learned classification", "d": "Predicts category, priority and group from free text using trained models.", "cls": "Emerging", "src": [ "C" ], "herm": "BC218" }, { "id": "4.2.3", "n": "Generative intake summarization", "d": "Summarizes long emails or chats into a short problem statement for the agent.", "cls": "Emerging", "src": [ "C" ], "herm": "BC218" }, { "id": "4.2.4", "n": "Language detection and translation", "d": "Detects the requester's language and translates messages for the agent.", "cls": "Emerging", "src": [ "C" ], "herm": "BC218" }, { "id": "4.2.5", "n": "Spam and auto-reply filtering", "d": "Ignores out-of-office replies, bounces and spam so they do not create records.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC218" }, { "id": "4.2.6", "n": "Duplicate detection and association", "d": "Identify potentially repeated submissions and associate them without losing individual requester communications.", "cls": "Expected", "src": [ "P", "G" ], "herm": "BC217" } ] } ] }, { "n": "5", "name": "Incident and Case Records", "desc": "Records issues and service cases with the context needed to resolve and report on them.", "caps": [ { "id": "5.1", "n": "Log incidents", "subs": [ { "id": "5.1.1", "n": "Incident record", "d": "Tracks an interruption or degradation of a service from report to closure.", "cls": "Core", "src": [ "C", "P" ], "herm": "BC204" }, { "id": "5.1.2", "n": "Impact and urgency priority matrix", "d": "Calculates priority from impact and urgency values.", "cls": "Core", "src": [ "C", "P" ], "herm": "BC204" }, { "id": "5.1.3", "n": "Categorization and service association", "d": "Links a record to the affected service, category and configuration item.", "cls": "Core", "src": [ "C" ], "herm": "BC204" }, { "id": "5.1.4", "n": "Parent and child incidents", "d": "Links related incidents to one parent so updates and closure flow to all.", "cls": "Expected", "src": [ "C", "P", "G" ], "herm": "BC204" }, { "id": "5.1.5", "n": "Major incident management", "d": "Runs a defined process for high-impact outages with a coordinator, bridge and communications.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC204" }, { "id": "5.1.6", "n": "Priority requester flag", "d": "Marks requesters such as executives or event organizers for expedited handling.", "cls": "Expected", "src": [ "C" ], "herm": "BC204" }, { "id": "5.1.7", "n": "Resolution codes and closure notes", "d": "Requires a resolution code and notes so outcomes can be reported.", "cls": "Core", "src": [ "C", "P" ], "herm": "BC204" }, { "id": "5.1.8", "n": "Reopen on requester reply", "d": "Reopens a resolved record when the requester says the issue persists.", "cls": "Expected", "src": [ "C" ], "herm": "BC204" } ] }, { "id": "5.2", "n": "Manage non-IT cases", "subs": [ { "id": "5.2.1", "n": "Departmental case types", "d": "Provides case records for HR, facilities, finance, registrar and student services with their own fields.", "cls": "Expected", "src": [ "C" ], "herm": "BC218" }, { "id": "5.2.2", "n": "Confidential case handling", "d": "Restricts sensitive cases, such as HR or student conduct, to named teams.", "cls": "Expected", "src": [ "C" ], "herm": "BC138" }, { "id": "5.2.3", "n": "Case to subject person linkage", "d": "Links a case to the person it concerns when different from the requester.", "cls": "Expected", "src": [ "C" ], "herm": "BC218" }, { "id": "5.2.4", "n": "Cross-department case transfer", "d": "Moves a case between departments while keeping its history and requester.", "cls": "Expected", "src": [ "C" ], "herm": "BC218" }, { "id": "5.2.5", "n": "Life-event cases", "d": "Bundles the tasks for events such as onboarding, leave or graduation into one case.", "cls": "Specialized", "src": [ "C", "P" ], "herm": "BC217" } ] } ] }, { "n": "6", "name": "Workflow and Orchestration", "desc": "Automates the steps, decisions and handoffs that move work to completion.", "caps": [ { "id": "6.1", "n": "Design workflows", "subs": [ { "id": "6.1.1", "n": "Visual workflow designer", "d": "Builds flows with stages, conditions, approvals and tasks on a drag-and-drop canvas.", "cls": "Core", "src": [ "C", "P", "G" ], "herm": "BC216" }, { "id": "6.1.2", "n": "Reusable subflows and actions", "d": "Packages common steps such as notify, approve or create task for reuse across flows.", "cls": "Expected", "src": [ "C" ], "herm": "BC216" }, { "id": "6.1.3", "n": "Timers and wait conditions", "d": "Pauses a flow for a period or until a field or external event changes.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC216" }, { "id": "6.1.4", "n": "Flow versioning and rollback", "d": "Keeps versions of a flow and reverts to an earlier one.", "cls": "Platform", "src": [ "C" ], "herm": "BC216" }, { "id": "6.1.5", "n": "Flow testing and debugging", "d": "Runs a flow against test data and shows each step's result.", "cls": "Platform", "src": [ "C" ], "herm": "BC216" }, { "id": "6.1.6", "n": "Business rules engine", "d": "Applies field-level rules on record create or update without a full flow.", "cls": "Expected", "src": [ "C" ], "herm": "BC216" }, { "id": "6.1.7", "n": "Low-code application builder", "d": "Builds new departmental record types and apps on the platform.", "cls": "Specialized", "src": [ "C" ], "herm": "BC216" }, { "id": "6.1.8", "n": "Generative flow authoring", "d": "Drafts a flow from a plain-language description for an admin to review.", "cls": "Emerging", "src": [ "C" ], "herm": "BC216" } ] }, { "id": "6.2", "n": "Automate fulfillment", "subs": [ { "id": "6.2.1", "n": "Automated fulfillment actions", "d": "Completes tasks without an agent by calling a target system or script.", "cls": "Expected", "src": [ "C" ], "herm": "BC216" }, { "id": "6.2.2", "n": "Scheduled and recurring jobs", "d": "Runs flows or creates records on a schedule, such as term-start checks.", "cls": "Expected", "src": [ "C" ], "herm": "BC216" }, { "id": "6.2.3", "n": "Robotic process automation connectors", "d": "Drives screens of systems that have no API to complete a task.", "cls": "Specialized", "src": [ "C" ], "herm": "BC216" }, { "id": "6.2.4", "n": "Process mining", "d": "Analyzes record history to find bottlenecks and rework in a process.", "cls": "Emerging", "src": [ "C", "P" ], "herm": "BC216" }, { "id": "6.2.5", "n": "Guarded agentic actions", "d": "Allow AI to propose or invoke approved workflow actions within explicit authorization, confirmation, and rollback boundaries.", "cls": "Emerging", "src": [ "P" ], "herm": "BC216" } ] } ] }, { "n": "7", "name": "Assignment and Routing", "desc": "Sends each record to the group and person best placed to act on it.", "caps": [ { "id": "7.1", "n": "Route work", "subs": [ { "id": "7.1.1", "n": "Assignment groups and queues", "d": "Organizes fulfillers into groups each with its own queue.", "cls": "Core", "src": [ "C", "P", "G" ], "herm": "BC218" }, { "id": "7.1.2", "n": "Rule-based assignment", "d": "Assigns a group by category, service, location or requester attributes.", "cls": "Core", "src": [ "C", "P" ], "herm": "BC218" }, { "id": "7.1.3", "n": "Location-based routing", "d": "Routes to the group responsible for the campus, building or region.", "cls": "Expected", "src": [ "C" ], "herm": "BC218" }, { "id": "7.1.4", "n": "Multi-campus and system-office routing", "d": "Routes across institutions in a system with shared and local groups.", "cls": "Specialized", "src": [ "C", "P" ], "herm": "BC218" }, { "id": "7.1.5", "n": "Skills-based assignment", "d": "Assigns individuals whose recorded skills match the work.", "cls": "Specialized", "src": [ "C", "P" ], "herm": "BC218" }, { "id": "7.1.6", "n": "Workload balancing", "d": "Distributes work round-robin or by current load and availability.", "cls": "Expected", "src": [ "C" ], "herm": "BC218" }, { "id": "7.1.7", "n": "Predictive assignment", "d": "Recommends a group or person from patterns in past records.", "cls": "Emerging", "src": [ "C", "P" ], "herm": "BC218" }, { "id": "7.1.8", "n": "Reassignment tracking", "d": "Counts and logs each transfer between groups to expose routing problems.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC218" } ] }, { "id": "7.2", "n": "Escalate and cover", "subs": [ { "id": "7.2.1", "n": "Functional escalation", "d": "Moves a record to a higher tier or specialist group under defined rules.", "cls": "Expected", "src": [ "C" ], "herm": "BC218" }, { "id": "7.2.2", "n": "Hierarchical escalation", "d": "Notifies managers when work is stuck or at risk.", "cls": "Expected", "src": [ "C", "G" ], "herm": "BC218" }, { "id": "7.2.3", "n": "On-call schedules", "d": "Defines rotations and pages the on-call person for urgent work out of hours.", "cls": "Specialized", "src": [ "C" ], "herm": "BC218" }, { "id": "7.2.4", "n": "Student worker and tiered roles", "d": "Limits what student staff and tier-one agents can see or close.", "cls": "Expected", "src": [ "C" ], "herm": "BC218" } ] } ] }, { "n": "8", "name": "Service Levels", "desc": "Defines response and resolution commitments and tracks performance against them.", "caps": [ { "id": "8.1", "n": "Track commitments", "subs": [ { "id": "8.1.1", "n": "SLA definitions", "d": "Sets response and resolution targets by priority, service or requester group.", "cls": "Core", "src": [ "C", "P", "G" ], "herm": "BC218" }, { "id": "8.1.2", "n": "Operational and vendor agreements", "d": "Tracks internal group and third-party targets that support an SLA.", "cls": "Specialized", "src": [ "C", "P" ], "herm": "BC156" }, { "id": "8.1.3", "n": "Business hours and academic calendars", "d": "Measures time against support hours, holidays and campus closures.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC218" }, { "id": "8.1.4", "n": "Pause and resume conditions", "d": "Stops the SLA clock while awaiting the requester or a vendor.", "cls": "Expected", "src": [ "C" ], "herm": "BC218" }, { "id": "8.1.5", "n": "Breach warnings and escalation", "d": "Alerts agents and managers before and at an SLA breach.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC218" }, { "id": "8.1.6", "n": "SLA timeline display", "d": "Shows elapsed and remaining time on the record and in queues.", "cls": "Expected", "src": [ "C" ], "herm": "BC218" }, { "id": "8.1.7", "n": "SLA attainment reporting", "d": "Reports met and breached commitments by service, group and period.", "cls": "Expected", "src": [ "C", "P", "G" ], "herm": "BC218" } ] } ] }, { "n": "9", "name": "Problem, Change and Configuration", "desc": "Supports the IT practices that prevent repeat issues and control changes to services.", "caps": [ { "id": "9.1", "n": "Manage problems", "subs": [ { "id": "9.1.1", "n": "Problem records", "d": "Groups related incidents under a problem to find and remove the underlying cause.", "cls": "Specialized", "src": [ "C", "P" ], "herm": "BC204" }, { "id": "9.1.2", "n": "Root cause analysis", "d": "Records cause analysis and corrective actions on a problem.", "cls": "Specialized", "src": [ "C" ], "herm": "BC204" }, { "id": "9.1.3", "n": "Known error records", "d": "Publishes workarounds for unresolved problems to agents.", "cls": "Specialized", "src": [ "C", "P" ], "herm": "BC204" }, { "id": "9.1.4", "n": "Trend-based problem detection", "d": "Flags recurring incident patterns as candidate problems.", "cls": "Emerging", "src": [ "C" ], "herm": "BC204" } ] }, { "id": "9.2", "n": "Control changes", "subs": [ { "id": "9.2.1", "n": "Change requests", "d": "Records, assesses and approves changes to IT services.", "cls": "Expected", "src": [ "C" ], "herm": "BC204" }, { "id": "9.2.2", "n": "Standard change catalog", "d": "Pre-approves low-risk repeatable changes as catalog items.", "cls": "Expected", "src": [ "C" ], "herm": "BC204" }, { "id": "9.2.3", "n": "Change advisory board", "d": "Manages CAB agendas, reviews and decisions.", "cls": "Specialized", "src": [ "C" ], "herm": "BC204" }, { "id": "9.2.4", "n": "Change calendar and academic blackouts", "d": "Shows scheduled changes against blackout periods such as registration and finals.", "cls": "Expected", "src": [ "C" ], "herm": "BC204" }, { "id": "9.2.5", "n": "Change risk assessment", "d": "Scores change risk from questions and past outcomes.", "cls": "Specialized", "src": [ "C" ], "herm": "BC204" } ] }, { "id": "9.3", "n": "Relate configuration items", "subs": [ { "id": "9.3.1", "n": "Configuration item records", "d": "Holds the services, applications and devices that records can reference.", "cls": "Expected", "src": [ "C" ], "herm": "BC204" }, { "id": "9.3.2", "n": "Service dependency mapping", "d": "Shows which services depend on which components to assess impact.", "cls": "Specialized", "src": [ "C" ], "herm": "BC204" }, { "id": "9.3.3", "n": "Discovery and asset feeds", "d": "Loads configuration items from discovery tools or the IT asset system.", "cls": "Specialized", "src": [ "C" ], "herm": "BC197" } ] } ] }, { "n": "10", "name": "System-of-Record Handoffs", "desc": "Creates and tracks work in CMMS, IAM, HR, ERP and student systems while they stay the authoritative record.", "caps": [ { "id": "10.1", "n": "Hand off to facilities", "subs": [ { "id": "10.1.1", "n": "CMMS work request creation", "d": "Creates a work request in the facilities CMMS from a facilities catalog item or case.", "cls": "Expected", "src": [ "C", "P", "G" ], "herm": "BC126" }, { "id": "10.1.2", "n": "CMMS status synchronization", "d": "Updates the ESM record as the CMMS work order changes status or closes.", "cls": "Expected", "src": [ "C" ], "herm": "BC126" }, { "id": "10.1.3", "n": "Location reference from space data", "d": "Uses building and room lists from the space or CMMS system in forms.", "cls": "Expected", "src": [ "C" ], "herm": "BC126" } ] }, { "id": "10.2", "n": "Hand off to identity and access", "subs": [ { "id": "10.2.1", "n": "Access request handoff to IAM", "d": "Sends approved access requests to the IAM or governance system to provision.", "cls": "Expected", "src": [ "C", "P", "G" ], "herm": "BC139" }, { "id": "10.2.2", "n": "Provisioning confirmation", "d": "Closes the request when IAM confirms the entitlement was granted.", "cls": "Expected", "src": [ "C" ], "herm": "BC139" }, { "id": "10.2.3", "n": "Account unlock and password reset handoff", "d": "Triggers IAM self-service or agent-assisted reset without ESM storing credentials.", "cls": "Expected", "src": [ "C" ], "herm": "BC139" }, { "id": "10.2.4", "n": "Access revocation requests", "d": "Requests removal of access and records IAM's confirmation.", "cls": "Expected", "src": [ "C" ], "herm": "BC139" } ] }, { "id": "10.3", "n": "Hand off to HR and payroll", "subs": [ { "id": "10.3.1", "n": "HR event-triggered cases", "d": "Opens onboarding, transfer or offboarding cases from hire, change and termination events in the HR system.", "cls": "Expected", "src": [ "C" ], "herm": "BC183" }, { "id": "10.3.2", "n": "HR transaction handoff", "d": "Sends approved changes to the HR system for entry rather than storing them as the record.", "cls": "Expected", "src": [ "C", "P", "G" ], "herm": "BC183" }, { "id": "10.3.3", "n": "Employee document requests", "d": "Routes employment verification and similar requests to HR with the result returned from the HR system.", "cls": "Expected", "src": [ "C" ], "herm": "BC183" } ] }, { "id": "10.4", "n": "Hand off to finance and procurement", "subs": [ { "id": "10.4.1", "n": "Requisition creation in ERP", "d": "Creates a purchase requisition in the ERP from an approved catalog order.", "cls": "Specialized", "src": [ "C", "P" ], "herm": "BC193" }, { "id": "10.4.2", "n": "Chargeback journal feed", "d": "Sends recharges for fulfilled items to the ERP for posting.", "cls": "Specialized", "src": [ "C" ], "herm": "BC249" }, { "id": "10.4.3", "n": "Cost center and fund validation", "d": "Checks charge strings against the ERP before submission.", "cls": "Expected", "src": [ "C" ], "herm": "BC249" } ] }, { "id": "10.5", "n": "Hand off to student and academic systems", "subs": [ { "id": "10.5.1", "n": "Registrar request handoff", "d": "Routes requests such as enrollment verification or records changes to the student system or office.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC044" }, { "id": "10.5.2", "n": "LMS course and tool requests", "d": "Creates course shells, tool installs or enrollments in the LMS through its integration.", "cls": "Specialized", "src": [ "C" ], "herm": "BC025" }, { "id": "10.5.3", "n": "Student-facing case context", "d": "Shows read-only enrollment and program data from the student system on a case.", "cls": "Specialized", "src": [ "C" ], "herm": "BC052" } ] }, { "id": "10.6", "n": "Keep handoffs consistent", "subs": [ { "id": "10.6.1", "n": "External reference identifiers", "d": "Stores the target system's record number on the ESM record for traceability.", "cls": "Core", "src": [ "C", "P", "G" ], "herm": "BC143" }, { "id": "10.6.2", "n": "Bidirectional status updates", "d": "Reflects status, notes and closure from the target system on the ESM record.", "cls": "Expected", "src": [ "C", "P", "G" ], "herm": "BC143" }, { "id": "10.6.3", "n": "Handoff failure alerts", "d": "Flags requests whose handoff failed or stalled for an agent to resolve.", "cls": "Expected", "src": [ "C" ], "herm": "BC143" }, { "id": "10.6.4", "n": "No duplicate system-of-record data", "d": "Displays authoritative data by reference rather than copying it into ESM tables.", "cls": "Platform", "src": [ "C", "P" ], "herm": "BC143" } ] } ] }, { "n": "11", "name": "Integration Platform", "desc": "Provides the APIs, connectors and data movement that handoffs and feeds rely on.", "caps": [ { "id": "11.1", "n": "Connect systems", "subs": [ { "id": "11.1.1", "n": "REST and SOAP APIs", "d": "Exposes records and actions to other systems through documented web APIs.", "cls": "Platform", "src": [ "C", "P" ], "herm": "BC204" }, { "id": "11.1.2", "n": "Prebuilt connectors", "d": "Provides packaged connectors for common campus and enterprise systems.", "cls": "Platform", "src": [ "C" ], "herm": "BC204" }, { "id": "11.1.3", "n": "Webhooks and outbound events", "d": "Notifies other systems when records are created or change state.", "cls": "Platform", "src": [ "C", "P" ], "herm": "BC204" }, { "id": "11.1.4", "n": "On-premises integration agent", "d": "Reaches systems behind the campus firewall without opening inbound ports.", "cls": "Platform", "src": [ "C", "P" ], "herm": "BC204" }, { "id": "11.1.5", "n": "Bulk import and transform", "d": "Loads and maps data from files or databases on a schedule.", "cls": "Platform", "src": [ "C" ], "herm": "BC143" }, { "id": "11.1.6", "n": "iPaaS and middleware support", "d": "Works with campus integration platforms such as MuleSoft or Boomi.", "cls": "Platform", "src": [ "C" ], "herm": "BC204" }, { "id": "11.1.7", "n": "Integration monitoring and retry", "d": "Logs integration calls, alerts on errors and retries failed messages.", "cls": "Platform", "src": [ "C", "P" ], "herm": "BC204" }, { "id": "11.1.8", "n": "API rate limits and credentials management", "d": "Controls API use with scoped credentials, quotas and rotation.", "cls": "Platform", "src": [ "C" ], "herm": "BC204" }, { "id": "11.1.9", "n": "Field mapping and payload validation", "d": "Map permitted service data to target schemas and validate required values before transmission.", "cls": "Platform", "src": [ "P" ], "herm": "BC204" } ] } ] }, { "n": "12", "name": "Knowledge Management", "desc": "Manages articles from draft to retirement across IT and non-IT departments.", "caps": [ { "id": "12.1", "n": "Author and govern articles", "subs": [ { "id": "12.1.1", "n": "Article authoring editor", "d": "Writes articles with rich text, images, video and templates.", "cls": "Core", "src": [ "C", "P", "G" ], "herm": "BC146" }, { "id": "12.1.2", "n": "Article templates", "d": "Provides structured templates such as how-to, FAQ and troubleshooting.", "cls": "Expected", "src": [ "C" ], "herm": "BC146" }, { "id": "12.1.3", "n": "Review and approval workflow", "d": "Routes drafts to reviewers and publishers before release.", "cls": "Expected", "src": [ "C", "P", "G" ], "herm": "BC146" }, { "id": "12.1.4", "n": "Article versioning", "d": "Keeps prior versions and shows what changed.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC146" }, { "id": "12.1.5", "n": "Review dates and expiry", "d": "Flags or retires articles past their review date.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC146" }, { "id": "12.1.6", "n": "Multiple knowledge bases", "d": "Gives departments their own knowledge bases with their own owners.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC146" }, { "id": "12.1.7", "n": "Audience permissions", "d": "Restricts articles to audiences such as agents, staff or students.", "cls": "Core", "src": [ "C", "P" ], "herm": "BC146" }, { "id": "12.1.8", "n": "Multilingual articles", "d": "Maintains translations of an article linked to the original.", "cls": "Specialized", "src": [ "C" ], "herm": "BC146" }, { "id": "12.1.9", "n": "Knowledge import and migration", "d": "Imports articles from documents, wikis or a prior system.", "cls": "Platform", "src": [ "C" ], "herm": "BC146" }, { "id": "12.1.10", "n": "Generative article drafting", "d": "Drafts an article from a resolved record or notes for an author to edit.", "cls": "Emerging", "src": [ "C", "P" ], "herm": "BC146" } ] }, { "id": "12.2", "n": "Use and improve knowledge", "subs": [ { "id": "12.2.1", "n": "Knowledge in the agent workspace", "d": "Suggests and attaches articles to records as agents work.", "cls": "Expected", "src": [ "C" ], "herm": "BC146" }, { "id": "12.2.2", "n": "Create knowledge from resolution", "d": "Starts an article from a resolved record's notes.", "cls": "Expected", "src": [ "C" ], "herm": "BC146" }, { "id": "12.2.3", "n": "Knowledge-centered service workflow", "d": "Supports capture, flag and reuse practices with article quality checks.", "cls": "Specialized", "src": [ "C" ], "herm": "BC146" }, { "id": "12.2.4", "n": "Article feedback and ratings", "d": "Collects helpful votes and comments and routes them to the owner.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC146" }, { "id": "12.2.5", "n": "Knowledge gap reporting", "d": "Reports searches with no results and topics with no articles.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC211" }, { "id": "12.2.6", "n": "Article usage and deflection analytics", "d": "Measures views, use on records and requests avoided.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC211" }, { "id": "12.2.7", "n": "Contextual article suggestions", "d": "Suggest relevant articles during request submission and agent handling using entered service context.", "cls": "Expected", "src": [ "P", "G" ], "herm": "BC146" }, { "id": "12.2.8", "n": "Article-to-record linkage", "d": "Associate articles used in service interactions with the corresponding request or incident.", "cls": "Expected", "src": [ "P" ], "herm": "BC146" } ] } ] }, { "n": "13", "name": "Self-Service Portal", "desc": "Presents catalog, knowledge and request tracking in a branded campus portal.", "caps": [ { "id": "13.1", "n": "Present the portal", "subs": [ { "id": "13.1.1", "n": "Unified campus service portal", "d": "Brings IT and non-IT services and knowledge into one front door.", "cls": "Core", "src": [ "C", "P" ], "herm": "BC217" }, { "id": "13.1.2", "n": "Unified search", "d": "Searches catalog items, articles and requests from one box.", "cls": "Core", "src": [ "C", "P" ], "herm": "BC217" }, { "id": "13.1.3", "n": "My requests and approvals", "d": "Shows a person their open and past requests and pending approvals.", "cls": "Core", "src": [ "C", "P", "G" ], "herm": "BC217" }, { "id": "13.1.4", "n": "Branding and theming", "d": "Applies campus branding, colors and layout without custom code.", "cls": "Expected", "src": [ "C" ], "herm": "BC217" }, { "id": "13.1.5", "n": "Role-based personalized home", "d": "Tailors the home page to students, faculty or staff.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC217" }, { "id": "13.1.6", "n": "Departmental sub-portals", "d": "Gives units their own portal pages on the shared platform.", "cls": "Expected", "src": [ "C" ], "herm": "BC217" }, { "id": "13.1.7", "n": "Announcements and outage banners", "d": "Posts service notices and known outages on the portal.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC217" }, { "id": "13.1.8", "n": "Service status page", "d": "Shows current health of major campus services.", "cls": "Expected", "src": [ "C" ], "herm": "BC217" }, { "id": "13.1.9", "n": "Responsive mobile layout", "d": "Adapts the portal to phones and tablets.", "cls": "Core", "src": [ "C", "P" ], "herm": "BC217" }, { "id": "13.1.10", "n": "Accessibility conformance", "d": "Meets WCAG 2.1 AA across the portal with a published accessibility report.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC217" }, { "id": "13.1.11", "n": "Portal content embedding", "d": "Embeds portal widgets in the campus intranet or student portal.", "cls": "Specialized", "src": [ "C" ], "herm": "BC217" }, { "id": "13.1.12", "n": "Generative search answers", "d": "Answers questions in search with a summary drawn from published articles.", "cls": "Emerging", "src": [ "C" ], "herm": "BC217" }, { "id": "13.1.13", "n": "Multilingual portal content", "d": "Present translated navigation, service descriptions, and help content in configured languages.", "cls": "Specialized", "src": [ "P" ], "herm": "BC217" } ] }, { "id": "13.2", "n": "Keep requesters informed", "subs": [ { "id": "13.2.1", "n": "Notifications by email and push", "d": "Notifies requesters of status changes and requests for information.", "cls": "Core", "src": [ "C", "P", "G" ], "herm": "BC220" }, { "id": "13.2.2", "n": "Notification preferences", "d": "Lets people choose which notices they receive and how.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC220" }, { "id": "13.2.3", "n": "Requester comments and attachments", "d": "Lets requesters add comments and files to an open record.", "cls": "Core", "src": [ "C", "P" ], "herm": "BC220" }, { "id": "13.2.4", "n": "Satisfaction surveys", "d": "Sends a short survey on closure and records the response.", "cls": "Expected", "src": [ "C", "P", "G" ], "herm": "BC217" }, { "id": "13.2.5", "n": "Targeted stakeholder updates", "d": "Send coordinated updates to authorized groups affected by a service event or shared request.", "cls": "Expected", "src": [ "P" ], "herm": "BC220" }, { "id": "13.2.6", "n": "Delivery failure visibility", "d": "Expose failed outbound communications so staff can correct addresses or use another channel.", "cls": "Expected", "src": [ "P" ], "herm": "BC220" }, { "id": "13.2.7", "n": "Low-rating follow-up", "d": "Route low ratings or reported service concerns to accountable staff for review.", "cls": "Expected", "src": [ "P" ], "herm": "BC220" } ] } ] }, { "n": "14", "name": "Virtual Agent", "desc": "Answers common questions and completes simple requests in conversation.", "caps": [ { "id": "14.1", "n": "Converse with requesters", "subs": [ { "id": "14.1.1", "n": "Conversational topics", "d": "Builds guided conversations for common requests such as password help or Wi-Fi setup.", "cls": "Expected", "src": [ "C" ], "herm": "BC217" }, { "id": "14.1.2", "n": "Natural language understanding", "d": "Matches free-text questions to the right topic or article.", "cls": "Expected", "src": [ "C" ], "herm": "BC217" }, { "id": "14.1.3", "n": "Live agent handoff", "d": "Passes the conversation and its context to a live agent.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC217" }, { "id": "14.1.4", "n": "Actions from conversation", "d": "Creates or updates records and checks status inside the chat.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC217" }, { "id": "14.1.5", "n": "Generative conversational answers", "d": "Answers open questions from knowledge using a large language model with citations.", "cls": "Emerging", "src": [ "C", "P" ], "herm": "BC217" }, { "id": "14.1.6", "n": "Virtual agent in collaboration tools", "d": "Runs the virtual agent inside Teams or Slack.", "cls": "Specialized", "src": [ "C" ], "herm": "BC217" } ] } ] }, { "n": "15", "name": "Agent Workspace", "desc": "Provides one workspace for agents across IT and departmental services.", "caps": [ { "id": "15.1", "n": "Work records", "subs": [ { "id": "15.1.1", "n": "Unified agent workspace", "d": "Lists queues and opens records in tabs within one interface.", "cls": "Core", "src": [ "C", "P", "G" ], "herm": "BC218" }, { "id": "15.1.2", "n": "Queue and list views", "d": "Filters, sorts and saves views of assigned and group work.", "cls": "Core", "src": [ "C", "P" ], "herm": "BC218" }, { "id": "15.1.3", "n": "Requester context panel", "d": "Shows the requester's role, department, location and recent records.", "cls": "Expected", "src": [ "C" ], "herm": "BC218" }, { "id": "15.1.4", "n": "Customer-visible and internal notes", "d": "Separates replies sent to the requester from internal work notes.", "cls": "Core", "src": [ "C", "P" ], "herm": "BC218" }, { "id": "15.1.5", "n": "Response templates", "d": "Inserts standard replies and fills fields from templates.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC218" }, { "id": "15.1.6", "n": "Email from the record", "d": "Sends and threads email to the requester from the record.", "cls": "Expected", "src": [ "C" ], "herm": "BC218" }, { "id": "15.1.7", "n": "Related and similar records", "d": "Shows similar past records and their resolutions.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC218" }, { "id": "15.1.8", "n": "Agent collaboration and swarming", "d": "Invites other agents into a record or chat to resolve it together.", "cls": "Specialized", "src": [ "C" ], "herm": "BC218" }, { "id": "15.1.9", "n": "Time worked tracking", "d": "Records time spent on records and tasks.", "cls": "Expected", "src": [ "C" ], "herm": "BC218" }, { "id": "15.1.10", "n": "Mobile agent app", "d": "Lets fulfillers view, update and close work on a phone.", "cls": "Expected", "src": [ "C" ], "herm": "BC218" }, { "id": "15.1.11", "n": "Generative record summary", "d": "Summarizes a record's history and suggests next steps for the agent.", "cls": "Emerging", "src": [ "C", "P" ], "herm": "BC218" }, { "id": "15.1.12", "n": "Recommended resolution actions", "d": "Suggests articles, fixes or assignments based on record content.", "cls": "Emerging", "src": [ "C" ], "herm": "BC218" }, { "id": "15.1.13", "n": "Concurrent edit awareness", "d": "Warn agents when others are viewing or modifying the same record.", "cls": "Expected", "src": [ "P" ], "herm": "BC218" } ] } ] }, { "n": "16", "name": "Reporting and Analytics", "desc": "Measures volumes, performance and satisfaction across services and departments.", "caps": [ { "id": "16.1", "n": "Report on service", "subs": [ { "id": "16.1.1", "n": "Operational dashboards", "d": "Shows live queue volume, aging and SLA status by group.", "cls": "Core", "src": [ "C", "P" ], "herm": "BC211" }, { "id": "16.1.2", "n": "Report builder", "d": "Lets staff build list, chart and pivot reports without code.", "cls": "Expected", "src": [ "C" ], "herm": "BC211" }, { "id": "16.1.3", "n": "Scheduled report delivery", "d": "Emails reports to recipients on a schedule.", "cls": "Expected", "src": [ "C", "P" ], "herm": "BC211" }, { "id": "16.1.4", "n": "Departmental reporting scope", "d": "Limits each department's reports to its own records.", "cls": "Expected", "src": [ "C" ], "herm": "BC211" }, { "id": "16.1.5", "n": "Trend and KPI analytics", "d": "Tracks indicators such as first-contact resolution and backlog over time.", "cls": "Specialized", "src": [ "C" ], "herm": "BC211" }, { "id": "16.1.6", "n": "Satisfaction analytics", "d": "Reports survey results by service, group and agent.", "cls": "Expected", "src": [ "C" ], "herm": "BC211" }, { "id": "16.1.7", "n": "Data export for institutional analytics", "d": "Extracts record data to the campus warehouse or analytics platform.", "cls": "Platform", "src": [ "C" ], "herm": "BC143" }, { "id": "16.1.8", "n": "Improvement action tracking", "d": "Track service improvement actions with owners, due dates, and links to supporting evidence.", "cls": "Specialized", "src": [ "P" ], "herm": "BC211" } ] } ] }, { "n": "17", "name": "SSO and Person Data", "desc": "Signs people in with campus credentials and keeps person, role and organization data current.", "caps": [ { "id": "17.1", "n": "Authenticate users", "subs": [ { "id": "17.1.1", "n": "SAML and OIDC single sign-on", "d": "Signs users in through the campus identity provider.", "cls": "Platform", "src": [ "C", "P", "G" ], "herm": "BC139" }, { "id": "17.1.2", "n": "Multifactor enforcement through the IdP", "d": "Relies on the campus identity provider for MFA on agent and admin access.", "cls": "Platform", "src": [ "C", "P" ], "herm": "BC139" }, { "id": "17.1.3", "n": "Federated and guest access", "d": "Admits users from federations or social login for guests where allowed.", "cls": "Platform", "src": [ "C" ], "herm": "BC139" } ] }, { "id": "17.2", "n": "Load people and organizations", "subs": [ { "id": "17.2.1", "n": "Person feed from IAM, HR and SIS", "d": "Loads people and affiliations from the systems of record on a schedule or by event.", "cls": "Platform", "src": [ "C", "P", "G" ], "herm": "BC139" }, { "id": "17.2.2", "n": "SCIM user and group provisioning", "d": "Creates, updates and deactivates users and groups through SCIM.", "cls": "Platform", "src": [ "C", "P" ], "herm": "BC139" }, { "id": "17.2.3", "n": "Organization and cost center feed", "d": "Loads departments, managers and cost centers from HR and ERP.", "cls": "Platform", "src": [ "C" ], "herm": "BC143" }, { "id": "17.2.4", "n": "Location feed", "d": "Loads campuses, buildings and rooms from the space or CMMS system.", "cls": "Platform", "src": [ "C", "P" ], "herm": "BC143" }, { "id": "17.2.5", "n": "Multiple affiliations per person", "d": "Holds concurrent roles such as student employee or faculty alumnus.", "cls": "Platform", "src": [ "C", "P" ], "herm": "BC139" }, { "id": "17.2.6", "n": "Role assignment from affiliation", "d": "Grants portal and agent roles automatically from affiliation and group data.", "cls": "Platform", "src": [ "C" ], "herm": "BC139" }, { "id": "17.2.7", "n": "Deactivation on separation", "d": "Removes access and reassigns open work when a person leaves.", "cls": "Platform", "src": [ "C" ], "herm": "BC139" }, { "id": "17.2.8", "n": "Person identifier reconciliation", "d": "Match person updates using stable identifiers and flag duplicate or conflicting identities for correction at the source.", "cls": "Platform", "src": [ "P" ], "herm": "BC139" } ] } ] }, { "n": "18", "name": "Security and Privacy", "desc": "Controls who sees what and protects regulated campus data.", "caps": [ { "id": "18.1", "n": "Control access and data", "subs": [ { "id": "18.1.1", "n": "Role-based access control", "d": "Grants permissions by role for requesters, agents, managers and admins.", "cls": "Platform", "src": [ "C", "P", "G" ], "herm": "BC138" }, { "id": "18.1.2", "n": "Record- and field-level security", "d": "Restricts access to individual records and fields by rule.", "cls": "Platform", "src": [ "C", "P" ], "herm": "BC138" }, { "id": "18.1.3", "n": "Department data separation", "d": "Keeps each department's records and configuration separate where required.", "cls": "Platform", "src": [ "C", "P" ], "herm": "BC138" }, { "id": "18.1.4", "n": "FERPA and HR data protection", "d": "Restricts and logs access to student and employee data on records.", "cls": "Platform", "src": [ "C" ], "herm": "BC138" }, { "id": "18.1.5", "n": "Encryption in transit and at rest", "d": "Encrypts data on the network and in storage, with customer-managed keys where needed.", "cls": "Platform", "src": [ "C", "P" ], "herm": "BC138" }, { "id": "18.1.6", "n": "Audit history", "d": "Logs who changed which field and when on every record.", "cls": "Platform", "src": [ "C", "P", "G" ], "herm": "BC138" }, { "id": "18.1.7", "n": "Data retention and purge", "d": "Archives or deletes records on a retention schedule.", "cls": "Platform", "src": [ "C", "P" ], "herm": "BC145" }, { "id": "18.1.8", "n": "Admin access restrictions", "d": "Limits admin access by network, device or elevated session.", "cls": "Platform", "src": [ "C", "P" ], "herm": "BC138" }, { "id": "18.1.9", "n": "Security certifications", "d": "Holds attestations such as SOC 2, ISO 27001 and FedRAMP where required.", "cls": "Platform", "src": [ "C", "P" ], "herm": "BC138" }, { "id": "18.1.10", "n": "AI feature and data controls", "d": "Control enabled AI functions, permitted data sources, model-provider access, retention, and training use.", "cls": "Platform", "src": [ "P" ], "herm": "BC138" }, { "id": "18.1.11", "n": "AI interaction traceability", "d": "Record AI outputs, retrieved sources, invoked actions, and human decisions subject to configured privacy controls. Tests for unsupported answers, permission leakage and prompt injection before release.", "cls": "Platform", "src": [ "P" ], "herm": "BC138" }, { "id": "18.1.12", "n": "Attachment malware screening", "d": "Scan uploaded files for malicious content and prevent access to quarantined attachments.", "cls": "Platform", "src": [ "P" ], "herm": "BC138" }, { "id": "18.1.13", "n": "Security event export", "d": "Export relevant security events and audit logs to authorized campus monitoring systems.", "cls": "Platform", "src": [ "P" ], "herm": "BC138" } ] } ] }, { "n": "19", "name": "Configuration and Operations", "desc": "Keeps the platform configured, upgraded, available and recoverable, with a clear exit.", "caps": [ { "id": "19.1", "n": "Operate the platform", "subs": [ { "id": "19.1.1", "n": "Non-production instances", "d": "Provides development and test instances refreshed from production.", "cls": "Platform", "src": [ "C", "P" ], "herm": "BC203" }, { "id": "19.1.2", "n": "Configuration migration", "d": "Moves configuration between instances as packaged, tracked sets.", "cls": "Platform", "src": [ "C", "P" ], "herm": "BC203" }, { "id": "19.1.3", "n": "Upgrade cadence and testing", "d": "Delivers vendor upgrades on a set schedule with automated regression tests.", "cls": "Platform", "src": [ "C", "P" ], "herm": "BC203" }, { "id": "19.1.4", "n": "Configuration over customization", "d": "Supports most needs through settings so upgrades stay low-risk.", "cls": "Platform", "src": [ "C", "G" ], "herm": "BC203" }, { "id": "19.1.5", "n": "Availability and performance commitments", "d": "Publishes uptime targets and performance monitoring for the hosted service.", "cls": "Platform", "src": [ "C", "P" ], "herm": "BC204" }, { "id": "19.1.6", "n": "Backup and disaster recovery", "d": "Backs up data and restores service within stated recovery objectives.", "cls": "Platform", "src": [ "C", "P" ], "herm": "BC161" }, { "id": "19.1.7", "n": "Licensing by role", "d": "Licenses fulfillers while letting requesters and approvers use the portal without fees.", "cls": "Platform", "src": [ "C", "P" ], "herm": "BC156" }, { "id": "19.1.8", "n": "Administrative delegation", "d": "Lets departments manage their own catalog, forms and groups within limits.", "cls": "Platform", "src": [ "C", "P" ], "herm": "BC203" }, { "id": "19.1.9", "n": "Customization and dependency inventory", "d": "Document extensions, connectors, dependencies, and responsible owners to assess maintenance and upgrade impacts.", "cls": "Platform", "src": [ "P" ], "herm": "BC203" } ] }, { "id": "19.2", "n": "Exit and portability", "subs": [ { "id": "19.2.1", "n": "Full data export", "d": "Exports records, attachments and history in open formats.", "cls": "Platform", "src": [ "C", "P", "G" ], "herm": "BC143" }, { "id": "19.2.2", "n": "Configuration export", "d": "Exports catalog, forms, workflows and knowledge for migration.", "cls": "Platform", "src": [ "C", "P" ], "herm": "BC143" }, { "id": "19.2.3", "n": "Contract exit assistance", "d": "Provides data return and transition support at contract end.", "cls": "Platform", "src": [ "C", "P" ], "herm": "BC156" }, { "id": "19.2.4", "n": "Migration integrity checks", "d": "Provide identifiers, counts, and relationship checks to validate data migration and preserve external record references.", "cls": "Platform", "src": [ "P" ], "herm": "BC203" } ] } ] } ] }