Enterprise Service Management (ESM) Platform

# Introduction ESM 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. Enterprise Service Management (ESM) extends the principles and capabilities of IT Service Management (ITSM) to other departments within an organization. Its main capabilities revolve around streamlining service delivery - improving efficiency - and enhancing the overall customer (student/employee/researcher) experience encapsulated in a single environment (or application) as a "one central platform for acquiring services and getting support". Our vision is a unified - intelligent Enterprise Service Management platform that becomes the information ecosystem...