Higher Ed Enterprise Model: Enterprise service management mapped to HERM v3.2.0 Enterprise service management functions (from the features offered by the major vendors), the HERM business capabilities they realise with their parent capabilities, and the Example State University sample applications (fictional) assigned to each function with coverage, role and feature count. Exported from hied-ea.netlify.app. ESM functions and featuresEnterprise service management: functions and features offered by the major vendors, mapped to HERM.This site ESM 1.1 Define and publish servicesService Catalog Management. 10 features: Service and offering records; Catalog categories and taxonomy; Service publication lifecycle; Multiple departmental catalogs; Audience entitlement by affiliation; Location- and campus-specific availability; Service cost and chargeback display; Featured and seasonal items; Service owner review reminders; Catalog content import and bulk edit10This site ESM 1.2 Model the service portfolioService Catalog Management. 3 features: Business and technical service mapping; Service portfolio pipeline; Service commitments catalog3This site ESM 2.1 Design request formsRequest Forms. 11 features: No-code form designer; Field types and validation; Conditional form logic; Person and organization lookups; Reference data lookups from systems of record; Reusable form sections; Request on behalf of; Form-to-record mapping; Multilingual forms; Accessible form rendering; Sensitive field masking11This site ESM 2.2 Bundle and orderRequest Forms. 4 features: Shopping cart and multi-item orders; Order guides and bundles; Quantity and variant selection; Saved and draft requests4This site ESM 3.1 Process requestsRequest Fulfillment and Approvals. 7 features: Request and item records; Fulfillment task generation; Request status tracking; Request cancellation and withdrawal; Requester clarification loop; Delivery date and due date estimates; Requester confirmation and closure rules7This site ESM 3.2 Approve requestsRequest Fulfillment and Approvals. 9 features: Manager and supervisor approval; Rule-based multi-level approval; Parallel and sequential approvals; Approval delegation; Email and mobile approval; Data steward and owner approval; Approval escalation and timeout; Budget authority approval; Approval decision history9This site ESM 4.1 Receive contactsIntake Channels. 11 features: Self-service portal submission; Email-to-ticket; Agent-logged phone and walk-in records; Telephony and contact center integration; Live agent chat; Walk-up queue and check-in; Collaboration tool intake; Native mobile app; SMS intake and updates; Monitoring and event intake; Unauthenticated guest intake11This site ESM 4.2 Classify at intakeIntake Channels. 6 features: Automatic categorization; Machine-learned classification; Generative intake summarization; Language detection and translation; Spam and auto-reply filtering; Duplicate detection and association6This site ESM 5.1 Log incidentsIncident and Case Records. 8 features: Incident record; Impact and urgency priority matrix; Categorization and service association; Parent and child incidents; Major incident management; Priority requester flag; Resolution codes and closure notes; Reopen on requester reply8This site ESM 5.2 Manage non-IT casesIncident and Case Records. 5 features: Departmental case types; Confidential case handling; Case to subject person linkage; Cross-department case transfer; Life-event cases5This site ESM 6.1 Design workflowsWorkflow and Orchestration. 8 features: Visual workflow designer; Reusable subflows and actions; Timers and wait conditions; Flow versioning and rollback; Flow testing and debugging; Business rules engine; Low-code application builder; Generative flow authoring8This site ESM 6.2 Automate fulfillmentWorkflow and Orchestration. 5 features: Automated fulfillment actions; Scheduled and recurring jobs; Robotic process automation connectors; Process mining; Guarded agentic actions5This site ESM 7.1 Route workAssignment and Routing. 8 features: Assignment groups and queues; Rule-based assignment; Location-based routing; Multi-campus and system-office routing; Skills-based assignment; Workload balancing; Predictive assignment; Reassignment tracking8This site ESM 7.2 Escalate and coverAssignment and Routing. 4 features: Functional escalation; Hierarchical escalation; On-call schedules; Student worker and tiered roles4This site ESM 8.1 Track commitmentsService Levels. 7 features: SLA definitions; Operational and vendor agreements; Business hours and academic calendars; Pause and resume conditions; Breach warnings and escalation; SLA timeline display; SLA attainment reporting7This site ESM 9.1 Manage problemsProblem, Change and Configuration. 4 features: Problem records; Root cause analysis; Known error records; Trend-based problem detection4This site ESM 9.2 Control changesProblem, Change and Configuration. 5 features: Change requests; Standard change catalog; Change advisory board; Change calendar and academic blackouts; Change risk assessment5This site ESM 9.3 Relate configuration itemsProblem, Change and Configuration. 3 features: Configuration item records; Service dependency mapping; Discovery and asset feeds3This site ESM 10.1 Hand off to facilitiesSystem-of-Record Handoffs. 3 features: CMMS work request creation; CMMS status synchronization; Location reference from space data3This site ESM 10.2 Hand off to identity and accessSystem-of-Record Handoffs. 4 features: Access request handoff to IAM; Provisioning confirmation; Account unlock and password reset handoff; Access revocation requests4This site ESM 10.3 Hand off to HR and payrollSystem-of-Record Handoffs. 3 features: HR event-triggered cases; HR transaction handoff; Employee document requests3This site ESM 10.4 Hand off to finance and procurementSystem-of-Record Handoffs. 3 features: Requisition creation in ERP; Chargeback journal feed; Cost center and fund validation3This site ESM 10.5 Hand off to student and academic systemsSystem-of-Record Handoffs. 3 features: Registrar request handoff; LMS course and tool requests; Student-facing case context3This site ESM 10.6 Keep handoffs consistentSystem-of-Record Handoffs. 4 features: External reference identifiers; Bidirectional status updates; Handoff failure alerts; No duplicate system-of-record data4This site ESM 11.1 Connect systemsIntegration Platform. 9 features: REST and SOAP APIs; Prebuilt connectors; Webhooks and outbound events; On-premises integration agent; Bulk import and transform; iPaaS and middleware support; Integration monitoring and retry; API rate limits and credentials management; Field mapping and payload validation9This site ESM 12.1 Author and govern articlesKnowledge Management. 10 features: Article authoring editor; Article templates; Review and approval workflow; Article versioning; Review dates and expiry; Multiple knowledge bases; Audience permissions; Multilingual articles; Knowledge import and migration; Generative article drafting10This site ESM 12.2 Use and improve knowledgeKnowledge Management. 8 features: Knowledge in the agent workspace; Create knowledge from resolution; Knowledge-centered service workflow; Article feedback and ratings; Knowledge gap reporting; Article usage and deflection analytics; Contextual article suggestions; Article-to-record linkage8This site ESM 13.1 Present the portalSelf-Service Portal. 13 features: Unified campus service portal; Unified search; My requests and approvals; Branding and theming; Role-based personalized home; Departmental sub-portals; Announcements and outage banners; Service status page; Responsive mobile layout; Accessibility conformance; Portal content embedding; Generative search answers; Multilingual portal content13This site ESM 13.2 Keep requesters informedSelf-Service Portal. 7 features: Notifications by email and push; Notification preferences; Requester comments and attachments; Satisfaction surveys; Targeted stakeholder updates; Delivery failure visibility; Low-rating follow-up7This site ESM 14.1 Converse with requestersVirtual Agent. 6 features: Conversational topics; Natural language understanding; Live agent handoff; Actions from conversation; Generative conversational answers; Virtual agent in collaboration tools6This site ESM 15.1 Work recordsAgent Workspace. 13 features: Unified agent workspace; Queue and list views; Requester context panel; Customer-visible and internal notes; Response templates; Email from the record; Related and similar records; Agent collaboration and swarming; Time worked tracking; Mobile agent app; Generative record summary; Recommended resolution actions; Concurrent edit awareness13This site ESM 16.1 Report on serviceReporting and Analytics. 8 features: Operational dashboards; Report builder; Scheduled report delivery; Departmental reporting scope; Trend and KPI analytics; Satisfaction analytics; Data export for institutional analytics; Improvement action tracking8This site ESM 17.1 Authenticate usersSSO and Person Data. 3 features: SAML and OIDC single sign-on; Multifactor enforcement through the IdP; Federated and guest access3This site ESM 17.2 Load people and organizationsSSO and Person Data. 8 features: Person feed from IAM, HR and SIS; SCIM user and group provisioning; Organization and cost center feed; Location feed; Multiple affiliations per person; Role assignment from affiliation; Deactivation on separation; Person identifier reconciliation8This site ESM 18.1 Control access and dataSecurity and Privacy. 13 features: Role-based access control; Record- and field-level security; Department data separation; FERPA and HR data protection; Encryption in transit and at rest; Audit history; Data retention and purge; Admin access restrictions; Security certifications; AI feature and data controls; AI interaction traceability; Attachment malware screening; Security event export13This site ESM 19.1 Operate the platformConfiguration and Operations. 9 features: Non-production instances; Configuration migration; Upgrade cadence and testing; Configuration over customization; Availability and performance commitments; Backup and disaster recovery; Licensing by role; Administrative delegation; Customization and dependency inventory9This site ESM 19.2 Exit and portabilityConfiguration and Operations. 4 features: Full data export; Configuration export; Contract exit assistance; Migration integrity checks4This site ServiceNowThe campus service platform: catalog, portal, IT and HR service delivery, knowledge, virtual agent and the agent workspace.Vendor coreServiceNowInvestExample State University (sample)ESM OktaSingle sign-on, multifactor and the person feed that loads requesters and agents.Third-partyOktaInvestExample State University (sample)ESM SailPoint Identity Security CloudAccess decisions, provisioning and revocation for requests raised in the portal.Third-partySailPointInvestExample State University (sample)ESM ArchibusThe CMMS that owns facilities work orders and the building and room data.Third-partyEpturaInvestExample State University (sample)ESM Banner HR & PayrollEmployee records and HR transactions that HR cases hand off to.Vendor moduleEllucianMaintainExample State University (sample)ESM Banner FinanceOrganizations, funds and the general ledger behind chargebacks and budget checks.Vendor moduleEllucianMaintainExample State University (sample)ESM Jaggaer eProcurementRequisitions raised from purchase-type service requests.Third-partyJaggaerMaintainExample State University (sample)ESM Banner StudentRegistrar records that student service requests route to.Vendor moduleEllucianMaintainExample State University (sample)ESM Canvas LMSCourse sites and tool installs requested through the catalog.Third-partyInstructureMaintainExample State University (sample)ESM Microsoft 365Teams and Outlook, where staff raise and answer requests outside the portal.Third-partyMicrosoftMaintainExample State University (sample)ESM SplunkSecurity event store for sign-in and audit logs.Third-partySplunkMaintainExample State University (sample)ESM Institutional data warehouseService volume, SLA and satisfaction extracts joined to people and org data.HomegrownExample State UniversityMaintainExample State University (sample)ESM Departmental web formsOlder request forms and inboxes that some offices still run outside the platform.HomegrownExample State UniversityReplaceExample State University (sample)ESM Spreadsheets & emailService portfolio tracking, chargebacks, change blackouts and other work done by hand.Manual—RetireExample State University (sample)ESM Service ManagementService Management is a business capability that designs all aspects of services and service and support models.BC218HERM BRM v3.2.0 General AccountingGeneral Accounting manages the chart of accounts and general ledger for an institution.BC249HERM BRM v3.2.0 Information GovernanceInformation Governance defines the roles and responsibilities, decision rights and controls, and processes used to manage information assets.BC136HERM BRM v3.2.0 Financial Planning & AnalysisFinancial Planning & Analysis is the planning, budgeting, forecasting, modelling, and analysis of an institution's finances.BC190HERM BRM v3.2.0 Customer Experience ManagementCustomer Experience Management is the practice of designing, tracking, and reacting to interactions between customers and an institution.BC217HERM BRM v3.2.0 Delivery, Service, & SupportDelivery, Service, & Support provides and supports an institution with the information and communication technology services it requires.BC204HERM BRM v3.2.0 Information Security ManagementInformation Security Management protects the confidentiality, integrity, and availability of information in an institution's care.BC138HERM BRM v3.2.0 Business Process ManagementBusiness Process Management discovers, models, and analyses an institution's business processes.BC216HERM BRM v3.2.0 Contract ManagementContract Management manages the development, negotiation, execution, and review of institution contracts.BC156HERM BRM v3.2.0 Asset ManagementAsset Management undertakes the lifecycle management of physical assets.BC197HERM BRM v3.2.0 Facilities ManagementFacilities Management provides the operational lifecycle management of an institution's physical environment.BC126HERM BRM v3.2.0 Identity & Access ManagementIdentity & Access Management manages information about people and things, instantiates and enforces organisational business rules and policy regarding entitlements to systems and services, and mediates access requests and identity verification.BC139HERM BRM v3.2.0 Human Resource SupportHuman Resource Support manages and advises on workforce casework.BC183HERM BRM v3.2.0 ProcurementProcurement identifies and sources goods and services an institution acquires.BC193HERM BRM v3.2.0 Student ManagementStudent Management administers the student life cycle and maintains core student records.BC044HERM BRM v3.2.0 Learning & Teaching Resource ManagementLearning & Teaching Resource Management ensures learning resources are available and accessible for learning activities.BC025HERM BRM v3.2.0 Student SupportStudent Support provides broad academic and personal support to students during their studies.BC052HERM BRM v3.2.0 Data ManagementData Management plans, creates or acquires, stores, uses, archives, and disposes of data.BC143HERM BRM v3.2.0 Enterprise Content ManagementEnterprise Content Management captures, stores, manages, and delivers content and documents that support an institution's key business processes.BC146HERM BRM v3.2.0 Business Intelligence & ReportingBusiness Intelligence & Reporting collects, analyses, and transforms data and presents business information.BC211HERM BRM v3.2.0 Communications ManagementCommunications Management delivers and responds to broadcast and conversational communications.BC220HERM BRM v3.2.0 Records ManagementRecords Management provides the systematic control and governance of an institution's records and associated information.BC145HERM BRM v3.2.0 Build, Acquisition, & ImplementationBuild, Acquisition, & Implementation provides the basis for introducing and integrating new or changed technology solutions and services.BC203HERM BRM v3.2.0 Business Continuity ManagementBusiness Continuity Management develops, tests, and maintains an institution's business continuity plans.BC161HERM BRM v3.2.0 Business Capability ManagementBusiness Capability Management designs, configures, and lifecycle-manages an institution's business capabilities.BC206HERM BRM v3.2.0 Financial ManagementFinancial Management oversees, plans and controls all aspects of an institution's finances.BC184HERM BRM v3.2.0 Information ManagementInformation Management describes, organises, distributes, and governs information.BC135HERM BRM v3.2.0 Information & Communication Technology ManagementInformation & Communication Technology Management plans, builds, and runs an institution's technology services and solutions.BC201HERM BRM v3.2.0 Legal AffairsLegal Affairs manages and advises an institution on legal matters.BC155HERM BRM v3.2.0 Facilities & Estate ManagementFacilities & Estate Management oversees and maintains an institution's physical estate, property, and facilities.BC125HERM BRM v3.2.0 Human Resource ManagementHuman Resource Management encompasses strategic and operational activities related to the institution's workforce.BC171HERM BRM v3.2.0 Curriculum DeliveryCurriculum Delivery administers and operates the learning opportunities offered by an institution.BC023HERM BRM v3.2.0 Engagement & Relationship ManagementEngagement & Relationship Management develops and sustains connections between an institution and its constituent individuals, stakeholders, and groups.BC238HERM BRM v3.2.0 Governance, Risk, & ComplianceGovernance, Risk, & Compliance performs governance, risk management, and compliance activities.BC160HERM BRM v3.2.0 fullsystem of record10 workaroundcontributes1 partialsystem of record2 workaroundsystem of record1 fullsystem of record11 partialreads only1 fullsystem of record4 fullsystem of record7 fullsystem of record8 fullcontributes1 workaroundsystem of record1 partialcontributes1 fullsystem of record10 fullcontributes2 workaroundsystem of record1 partialcontributes1 plannedsystem of record6 fullsystem of record8 partialsystem of record4 workaroundcontributes1 workaroundsystem of record1 fullsystem of record8 fullsystem of record5 fullsystem of record8 fullsystem of record4 workaroundcontributes1 fullsystem of record7 fullsystem of record4 fullsystem of record5 workaroundcontributes1 partialsystem of record3 fullsystem of record3 fullcontributes3 fullsystem of record4 fullcontributes3 fullcontributes1 partialsystem of record3 partialcontributes1 workaroundcontributes1 partialsystem of record2 partialcontributes1 workaroundsystem of record1 fullcontributes2 partialsystem of record2 partialcontributes1 partialcontributes1 workaroundsystem of record1 fullsystem of record4 fullsystem of record9 fullcontributes1 fullsystem of record10 fullsystem of record8 partialcontributes1 fullsystem of record13 workaroundcontributes1 fullsystem of record6 fullcontributes1 workaroundsystem of record1 partialsystem of record6 plannedcontributes1 fullsystem of record13 fullsystem of record7 partialcontributes2 workaroundsystem of record1 fullsystem of record3 fullcontributes3 fullsystem of record6 fullcontributes3 partialcontributes1 partialcontributes1 workaroundsystem of record2 fullsystem of record13 fullcontributes2 fullsystem of record8 workaroundsystem of record1 fullsystem of record4 Strategy Application Other Relations HERM code Type Vendor Lifecycle Ecosystems Coverage Role Features Source