Enterprise Service Management (ESM) Platform

Description

Universities and research institutions increasingly operate like complex enterprises, with many service layers across IT, HR, research support, facilities, and teaching administration and TU/e is no exception. To address the challenges that result from this increased complexity we want to introduce Enterprise Service Management in our architecture. Based on our current understanding, three main capabilities of ESM centre around service request management, service delivery orchestration, and support. TU/e wants to start the implementation end of September 2026. The implementation of the Enterprise Service Management (ESM) solution will initially focus on three core business domains: HRM services, ESA services, and LIS services which are now supported in Topdesk. The services of these domains form the first implementation wave and must be explicitly included in the supplier’s proposed implementation plan and offering. See tenderdocuments